Fundamentals of Computer PDF

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Purpose of this Presentation
To provide to instructors an overview of Chapter 1:
List of chapter objectives
Chapter 1:
Overview of the chapter contents, including
Introduction to the
student worksheets
Personal Computer
some potential student misconceptions
Reflection/Activities for instructors to complete to

prepare to teach
IT Essentials: PC Hardware and Software v4.0
Additional resources
ITE PC v4.0 ITE PC v4.0

Chapter 1 © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 1 Chapter 1 © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 2
Chapter 1 Objectives Chapter 1 Worksheets

1.1 Explain the IT industry certification
1.2 Describe a computer system
1.1.2 Worksheet: Job
Opportunities
1.3 Identify the names, purposes, and characteristics of cases and
power supplies 1.4.7 Worksheet:
1.4 Identify the names, purposes, and characteristics of internal Research Computer
components Components
1.5 Identify the names, purposes, and characteristics of ports and
cables
1.6 Identify the names, purposes, and characteristics of input
devices
1.7 Identify the names, purposes, and characteristics of output
devices
1.8 Explain system resources and their purposes
Information Technology (IT) IT Technician
The design, development, implementation, support, and Has specialized skills to install, maintain, and repair
management of computer hardware and software computers
applications Computers include desktop, laptop, and personal
An IT professional is knowledgeable about computer electronic devices
systems and operating systems.
This chapter will review IT certifications and the
components of a basic personal computer system.

Education and Certification CompTIA A+ Certification

A successful IT technician has training and experience An A+ Certification candidate must pass two exams:
in the following:
Personal computers, printers, 1. CompTIA A+ Essentials (220-601)
scanners, and laptop computers covers the basic skills needed to install, build, upgrade, repair,
Safe lab procedures configure, troubleshoot, optimize, diagnose, and maintain
Troubleshooting basic personal computer hardware and operating systems
Operating systems 2. The second advanced exam depends on the type of
Networks certification desired:
Security
IT Technician (220-602)
Communication skills
Remote Support Technician (220-603)
Industry standard certification:
CompTIA A+ Depot Technician (220-604)
European Certification of Informatics Professional (EUCIP) IT
ITE PC v4.0
Administrator Certification (Modules 1 – 3) ITE PC v4.0
EUCIP IT Administrator Certification EUCIP IT Administrator Certification
Covers the standards prescribed by the Council of Modules 1-3 covered in this course:
European Professional Informatics Societies (CEPIS)
Module 1: Computer Hardware
Consists of five exams: Includes the functions of the components of a personal
computer, diagnosis and repair of hardware problems, and
Module 1: Computer Hardware selection and recommendation of appropriate hardware
Module 2: Operating Systems
Module 2: Operating Systems
Module 3: Local Area Network
and Network Services Includes installing and updating most common operating
systems and applications and using system tools for
Module 4: Expert Network Use troubleshooting and repairing operating systems
Module 5: IT Security
Module 3: Local Area Network and Network Services
Includes installing, using, and managing local area networks,
adding and removing users and shared resources, and using
system tools to repair problems
Basic Personal Computer System Computer Cases and Power Supplies

A computer system consists of hardware and software Computer case
components.
Provides protection and support for internal components
Hardware is the physical equipment such as the case,
storage drives, keyboards, monitors, cables, speakers, Should be durable, easy to service, and have enough
and printers. room for expansion
Software is the operating Power supply

system and programs. Converts AC power from the
The operating system wall socket into DC
instructs the computer how Must provide enough power
to operate. for the installed components
Programs or applications and future additions
perform different functions.
Computer Cases Case Selection
Factor Rationale
Contain the framework to Two main case models (one for desktop PCs and the other for
support and enclose internal Model Type tower PCs). The type of motherboard determines the type of
components of the computer case. Size and shape must match exactly.
If a computer has many components, it will need more room for
Size
Typically made of plastic, airflow to keep the system cool.
steel, and aluminum Desktop cases allow space conservation in tight areas because
Available the monitor can be placed on top of the unit. The case design
Available in a variety of styles Space may limit the number and size of the components that can be
added.
The size and layout of a case Power Supply
Match the power rating and connection type of the power
is called a form factor supply to the type of motherboard chosen.
There are many case designs to choose from if it is necessary
Appearance
Designed to keep internal to have a case that is attractive.
components cool LED indicators that are mounted on the front of the case can tell
Status Display you if the system is receiving power, when the hard drive is
Helps to prevent damage being used, and when the computer is on standby or sleeping.
from static electricity All cases have a vent on the power supply. Some cases have
Vents more vents to dissipate an unusual amount of heat.
Power Supplies Four Basic Units of Electricity

Voltage (V) is a measure of the force required to push
The power supply converts alternating-current (AC) electrons through a circuit. Voltage is measured in volts. A
power coming from a wall outlet into direct-current (DC) computer power supply usually produces several different
power, which is a lower voltage. voltages.
DC power is required for all of the components inside Current (I) is a measure of the amount of electrons going
the computer. through a circuit. Current is measured in amperes, or amps
(A). Computer power supplies deliver different amperages
Cables, connectors, and for each output voltage.
components are designed
Power (P) is voltage multiplied by current. The
to fit together snugly.
measurement is called watts (W). Computer power supplies
Never force any connector are rated in watts.
or component.
Resistance (R) is the opposition to the flow of current in a
circuit. Resistance is measured in ohms. Lower resistance
allows more current to flow through a circuit.
Power Supplies Internal Components
CAUTION: Do not open a

power supply.
Electronic capacitors located
inside of a power supply
can hold a charge for
extended periods of time.

Motherboards Motherboard Form Factors

The main printed circuit board. The form factor of motherboards pertains to the size
and shape of the board.
Contains the buses, or electrical
pathways found in a computer. It also describes the physical layout of the different
Buses allow data to travel components and devices on the motherboard.
among the various components. Various form factors exist for motherboards.
Also known as the system board, AT – Advanced Technology
the backplane, or the main board. ATX – Advanced Technology Extended
Accommodates CPU, RAM, expansion slots, heat Mini-ATX – Smaller footprint of ATX
sink/fan assembly, BIOS chip, chip set, sockets, Micro-ATX – Smaller footprint of ATX
internal and external connectors, various ports, and the LPX – Low-profile Extended
embedded wires that interconnect the motherboard NLX – New Low-profile Extended
components. BTX – Balanced Technology Extended
Central Processing Unit (CPU) Central Processing Unit (CPU)
Known as the brain of the computer. Also To an operating system, a single CPU with hyperthreading
appears to be two CPUs.
referred to as the processor.
The wider the processor data bus width, the more powerful the
Most important element of a computer system. processor. Current processors have a 32-bit or a 64-bit processor
Executes a program, which is a sequence of stored data bus.
instructions. Overclocking is a technique used to make a processor work at a
faster speed than its original specification.
Two major CPU architectures related to instruction
sets: MMX enabled microprocessors can handle many common
multimedia operations that are normally handled by a separate
Reduced Instruction Set Computer (RISC) sound or video card.
Complex Instruction Set Computer (CISC)
The latest processor technology has resulted in CPU
manufacturers finding ways to incorporate more than one CPU
core onto a single chip.
Single core CPU and Dual core CPU
Cooling Systems Read-only Memory (ROM)

Electronic components generate Basic instructions for booting the computer and loading the
heat. Too much heat can operating system are stored in ROM.
damage components. ROM
ROM Types Description
Types
A case fan makes the cooling Information is written to a ROM chip when it is
ROM Read-only memory chips manufactured. A ROM chip cannot be erased or
process more efficient. re-written and can become obsolete.
Case Fan Information is written to a PROM chip after it is

A heat sink draws heat away PROM
Programmable read-only manufactured. A PROM chip cannot be erased
memory or re-written.
from the core of the CPU. A fan
Information is written to an EPROM chip after it
CPU Fan on top of the heat sink moves the Erasable programmable is manufactured. An EPROM chip can be erased
EPROM
heat away from the CPU. read-only memory with exposure to UV light. Special equipment is
required.
Fans are dedicated to cool the Information is written to an EEPROM chip after
Electrically erasable it is manufactured. EEPROM chips are also
Graphics-processing unit EEPROM programmable read-only called Flash ROMs. An EEPROM chip can be
erased and re-written without having to remove
(GPU). memory
the chip from the computer.
Random-access Memory (RAM) Memory Modules
Temporary storage for data and programs that are being accessed
by the CPU Dual Inline Package (DIP) is an individual memory chip. A
DIP had dual rows of pins used to attach it to the
Volatile memory, which means that the contents are erased when motherboard.
the computer is powered off
More RAM means more capacity to hold and process large Single Inline Memory Module (SIMM) is a small circuit board
programs and files, as well as enhance system performance. that holds several memory chips. SIMMs have 30-pin and
Types of RAM: 72-pin configurations.
Dynamic Random Access Memory (DRAM) Dual Inline Memory Module (DIMM) is a circuit board that
Static Random Access Memory (SRAM) holds SDRAM, DDR SDRAM, and DDR2 SDRAM chips.
Fast Page Mode DRAM (FPM Memory) There are 168-pin SDRAM DIMMs, 184-pin DDR DIMMs,
Extended Data Out RAM (EDO Memory) and 240-pin DDR2 DIMMs.
Synchronous DRAM (SDRAM)
RAM Bus Inline Memory Module (RIMM) is a circuit board
Double Data Rate SDRAM (DDR SDRAM)
that holds RDRAM chips. A typical RIMM has a 184-pin
Double Data Rate 2 SDRAM (DDR2 SDRAM)
configuration.
RAMBus DRAM (RDRAM)
Cache and Error Checking Adapter Cards

Increase the functionality of a computer by adding controllers for
Cache specific devices or by replacing malfunctioning ports.
SRAM is used as cache memory to store the most Examples of adapter cards:
frequently used data. Sound adapter and video adapter
USB, parallel, and serial ports
SRAM provides the processor with faster access to the
RAID adapter and SCSI adapter
data than retrieving it from the slower DRAM, or main
Network Interface Card (NIC),
memory. wireless NIC, and modem adapter
Error Checking Types of expansion slots:

Industry Standard Architecture (ISA)
Memory errors occur when the data is not stored Extended Industry Standard Architecture (EISA)
correctly in the RAM chips. Microchannel Architecture (MCA)
The computer uses different methods to detect and Peripheral Component Interconnect (PCI)
correct data errors in memory. Advanced Graphics Port (AGP)
PCI-Express
Hard Drives and Floppy Drives Optical Drives and Flash Drives
Reads or writes information to magnetic or optical An optical drive is a storage device that uses lasers to
storage media read data on the optical media. The two types are CD
and DVD.
May be fixed or removable
A flash drive is a removable storage device that
The hard disk drive (HDD) is a connects to a USB port. A flash drive uses a type
magnetic storage device installed of memory that requires no power to maintain the
inside the computer. The storage data.
capacity is measured in gigabytes (GB).
Some common drive interfaces:
A floppy disk drive (FDD) is storage Integrated Drive Electronics (IDE)
device that uses removable 3.5 inch Enhanced Integrated Drive Electronics (EIDE)
floppy disks that can store 1.44 MB of
Parallel ATA (PATA)
data.
Serial ATA (SATA)
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Chapter 1 © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public Chapter 1 © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Internal Cables Serial Ports and Cables

Data cables connect drives to the drive controller, which A serial port can be either a
is located on an adapter card or on the motherboard. DB-9, as shown, or a DB-25
Floppy disk drive (FDD) data cable male connector.
PATA (IDE) data cable Serial ports transmit one bit of
data at a time.
PATA (EIDE) data cable
To connect a serial device,
SATA data cable such as a modem or printer, a
SCSI data cable serial cable must be used.
A serial cable has a maximum
length of 50 feet (15.2 m).

USB Ports and Cables FireWire Ports and Cables
USB is a standard interface for FireWire is a high-speed,
connecting peripheral devices to hot-swappable interface.
a computer. A single FireWire port in a computer
USB devices are hot-swappable. can support up to 63 devices.
USB ports are found on computers, Some devices can also be powered
cameras, printers, scanners, through the FireWire port, eliminating the need for an
storage devices, and many other electronic devices. external power source.
A single USB port in a computer can support up to 127 The IEEE 1394a standard supports data rates up to
separate devices with the use of multiple USB hubs. 400 Mbps and cable lengths up to 15 feet (4.5 m). This
standard uses a 6-pin connector or a 4-pin connector.
Some devices can also be powered through the USB
port, eliminating the need for an external power source. The IEEE 1394b standard supports data rates in
excess of 800 Mbps and uses a 9-pin connector.
Parallel Ports and Cables SCSI Ports and Cables

A SCSI port can transmit data at rates in
Parallel ports can transmit 8 excess of 320 Mbps and can support up
bits of data at one time and to 15 devices.
use the IEEE 1284 standard.
Three different types of SCSI ports:
To connect a parallel device, DB-25 female connector
such as a printer, a parallel High-density 50-pin female connector
cable must be used. High-density 68-pin female connector
A parallel cable has a NOTE: SCSI devices must be terminated at the
maximum length of 15 feet endpoints of the SCSI chain. Check the device manual
(4.5 m). for termination procedures.
CAUTION: Some SCSI connectors resemble parallel
connectors. The voltage used in the SCSI format may
damage the parallel interface.
Network Ports and Cables PS/2 Ports and Audio Ports
A network port, also known as an RJ-45 port, A PS/2 port connects a keyboard or a mouse
connects a computer to a network. to a computer.
Standard Ethernet can transmit up to 10 Mbps. The PS/2 port is a 6-pin mini-DIN female
connector.
Fast Ethernet can transmit up to 100 Mbps.
Line In connects to an external source
Gigabit Ethernet can transmit up to 1000 Mbps.
Microphone In connects to a microphone
The maximum length of network cable is 328 feet
(100 m). Line Out connects to speakers or headphones
Gameport/MIDI connects
to a joystick or
MIDI-interfaced device

Fingerprint scanner
Video Ports Input Devices
Input devices used to enter data or
A video port connects a instructions into a computer:
monitor cable to a computer.
Mouse and Keyboard
Video Graphics Array (VGA)
Digital camera and digital video
Digital Visual Interface (DVI) camera
High-Definition Multimedia Biometric authentication device Digital camera
Interface (HDMi)
Touch screen
S-Video
Scanner
Component/RGB

Monitors and Projectors Other Output Devices
The most important difference between Printers, Scanners, and Fax
these monitor types is the technology Machines - Printers are output devices
used to create an image: that create hard copies of computer
files. Other all-in-one type printers are
Cathode-ray tube (CRT) monitor is the designed to provide multiple services
most common monitor type. Most such as printing, fax, and copier
televisions also use this technology. functions.
Liquid crystal display (LCD) is Speakers and headphones are output
commonly used in laptops and some devices for audio signals.
projectors. LCD comes in two forms, Most computers have audio support either
active matrix and passive matrix. integrated into the motherboard or on an
adapter card. Headphones
Digital light processing (DLP) is
Audio support includes ports that allow input Speakers
another technology used in projectors.
and output of audio signals.
System Resources Interrupt Requests (IRQs)

System resources are used for communication purposes IRQs are used by computer components to
between the CPU and other components in a computer. request information from the CPU.
There are three common system resources: When the CPU receives an interrupt
request, the CPU determines how to fulfill
Interrupt Requests (IRQs) this request.
Input/Output (I/O) Port Addresses The priority of the request is determined by

the IRQ number assigned to that computer
Direct Memory Access (DMA) component.
Today, most IRQ numbers are assigned
automatically with plug and play (PnP)
operating systems and the implementation
of PCI slots, USB ports, and FireWire ports.

Input/Output (I/O) Port Addresses Direct Memory Access (DMA)
Used to communicate between DMA channels are used by high-
devices and software. speed devices to communicate
directly with main memory.
Used to send and receive data for a
These channels allow the device to
component. bypass interaction with the CPU and
As with IRQs, each component will directly store and retrieve information
from memory.
have a unique I/O port assigned.
Only certain devices can be assigned
There are 65,535 I/O ports in a a DMA channel, such as SCSI host
computer. adapters and sound cards.
They are referenced by a hexadecimal Newer computers have eight DMA

channels that are numbered 0 to 7.
address in the range of 0000h to
FFFFh.
Chapter 1 Summary Additional Resources

This chapter introduced the IT industry, options for Career resources, news, jobs and resumes in Information
training and employment, and some of the industry- Technology and Engineering
standard certifications. http://www.techcareers.com/
This chapter also covered CompTIA A+® Certification
the components that http://certification.comptia.org/a/default.aspx
comprise a personal European Certification of Informatics Professionals
computer system. http://www.eucip.com/index.jsp
Ohm's Law
http://www.grc.nasa.gov/WWW/K-
12/Sample_Projects/Ohms_Law/ohmslaw.html
HowStuffWorks: It's Good to Know
http://computer.howstuffworks.com
Q and A

Chapter 2: Safe
Lab Procedures
student worksheets
and Tool Use student activities

IT Essentials: PC Hardware and Software v4.0 prepare to teach

Chapter 2 Objectives Chapter 2 Worksheets and Labs

2.1 Explain the purpose of 2.2.2 Worksheet: Security and Diagnostic Software
safe working conditions and 2.3.4 Lab: Computer Disassembly
procedures
2.2 Identify tools and
software used with personal
computer components and
their purposes
2.3 Implement proper tool
use

Safe Lab Procedures and Tool Use Recognize Safe Working Conditions
The workplace should have safety guidelines to follow to: Some things to look for:
Protect people from injury Clean, organized, and properly lit workspace
Protect equipment from damage Proper procedures for handling equipment
Protect the environment from contamination Proper disposal or
recycling of components
containing hazardous
materials

General Safety Guidelines Fire Safety Guidelines

Have a fire plan before you begin work:
Most companies require reporting any
injuries, including description of safety Know the location of fire extinguishers, how to use
procedures not followed. them, and which to use for electrical fires and for
Damage to equipment may result in combustible fires
claims for damages from the customer.
Have an escape route in case
CAUTION: Power supplies and a fire gets out of control
monitors contain very high voltage.
Do not wear the antistatic wrist strap when repairing power Know how to contact
supplies or monitors. emergency services quickly
CAUTION: Some printer parts may become very hot when Keep the workspace clean
in use and other parts may contain very high voltages.
Keep most solvents in a
separate area
Electrostatic Discharge (ESD) Power Fluctuation
Static electricity is the buildup of an electric AC power fluctuations can cause data loss or hardware
charge resting on a surface. This buildup failure:
may zap a component and cause damage. Blackouts, brownouts, noise, spikes, power surges
At least 3,000 volts of static electricity must To help shield against power fluctuation issues, use
build up before a person can feel ESD, but power protection devices to protect the data and
less than 30 volts of static electricity can computer equipment:
damage a computer component.
Preventing ESD Damage Surge suppressors
Use antistatic bags to store components UPS
Use grounded mats on workbenches SPS
Use grounded floor mats in work areas CAUTION: Never plug a printer into a UPS device. UPS
Use antistatic wrist straps when working on manufacturers suggest not plugging a printer into a
computers UPS for fear of burning up the printer motor.
Material Safety Data Sheet (MSDS) Proper Disposal

The name of the material Batteries from portable computer systems
may contain lead, cadmium, lithium, alkaline
The physical properties of the material
manganese, and mercury. Recycling batteries should
Any hazardous ingredients contained in the material be a standard practice for a technician.
Reactivity data, such as fire and explosion data Monitors contain up to 4 pounds of lead, as well as rare
earth metals. Monitors must be disposed of in
Special protection requirements compliance with environmental regulations.
Procedures for spills Used printer toner kits and printer cartridges must be
or leaks disposed of properly or recycled.
Special precautions Contact the local sanitation company to learn how and
Health hazards where to dispose of the chemicals and solvents used to
clean computers.
Tools for the Job Software Tools
Skilled use of tools and software makes the Disk management tools
job less difficult and ensures that tasks Fdisk - create and delete disk partitions
are performed properly and safely.
Format - prepare a hard drive prior to use
ESD Tools
Scandisk or Chkdsk - check for physical errors on the disk
antistatic wrist strap, mat surface
Hand Tools Defrag - optimize use of space on a disk
screwdrivers, needle-nose pliers Disk Cleanup - remove unused files
Cleaning Tools Disk Management - creates partitions and formats disks
(GUI interface)
soft cloth, compressed air can
System File Checker (SFC) – scans the operating system
Diagnostic Tools critical files and replaces any files that are corrupt
digital multimeter, loopback adapter
Organizational Tools Proper Use of Antistatic Wrist Strap

Can prevent ESD damage to computer components.
Personal reference tools Connect the cable to the metal chassis of
Notes, journal, history of repairs the computer
Internet reference tools Wrap the strap around your wrist
Search engines, news groups, The connection will keep your body at the
manufacturer FAQs, online
same voltage (potential) as the computer
computer manuals, online forums
and chats, technical websites Attach the wire on the same side of the equipment as
Miscellaneous tools the arm wearing the antistatic wrist strap to keep the
Spare parts, a working laptop
wire out of the way while you are working.
CAUTION: Never wear an antistatic wrist strap if you are
repairing a monitor or CRT.
Proper Use of Antistatic Mat Proper Use of Hand Tools
Lay the computer on the mat. Use the proper type and size of screwdriver by
matching it to the screw.
Connect the computer to the mat with the cable. Phillips, Flat Head and Hex are the most common types.
Connect the mat to a reliable electrical ground with its Do not over tighten screws because the threads
cable. may become stripped.
Now, you and the computer are at ground potential. Caution: If excessive force is needed to remove
or add a component, something may be wrong.
Caution: Magnetized tools should not be used
around electronic devices.
Caution: Pencils should not be used inside the
computer because the pencil lead can act as a
conductor and may damage the computer
components.
Proper Use of Cleaning Materials Chapter 2 Summary

To clean computers and accessories: Safe Lab Procedures and Tool Use
Use mild cleaning solution and lint-free cloth to clean
computer cases, outside of monitor, LCD screen, CRT Follow safety procedures for personal protection,
screen, and mouse. equipment protection, and environmental protection.
Use compressed air to clean heat sinks. Know what tools and software to use in working with
computers and computer components.
Use Isopropyl alcohol and lint-free swabs to clean
RAM. Follow proper use of tools.
Use hand-held vacuum cleaner Anti-static wrist strap, anti-static mat, various hand tools, and
with a brush attachment to clean cleaning materials
a keyboard.
CAUTION: Before cleaning any
device, turn it off and unplug the
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device from the power source. ITE PC v4.0
Discussion Additional Resources
Do you have a story about damage to equipment or an U.S. Dept of Labor, Occupational Safety & Health Administration
http://www.osha.gov
injury to a colleague in the workplace due to lack of
Microsoft Technet website http://www.technet.microsoft.com
safety procedures?
The PC Guide http://www.pcguide.com
Would students benefit from hearing this or other Computer Hope.com: Free computer help for everyone.
http://www.computerhope.com
stories to illustrate the importance of following safety
Tech Support Forum http://www.techsupportforum.com/
guidelines?
PC Technology Guide: What We Learn, We Share
http://www.pctechguide.com
Discuss ways that you will effectively coach students
PC TechBytes: Computers Made Easy, Computer Repair Support
through the Computer Disassembly lab. http://www.pctechbytes.com
TechWatch: Your Source For Technology, News, Reviews and Pricing
Share with the other instructors: http://www.techwatch.com.au
The list of online resources TechRepublic: A Resource for IT Professionals
http://www.techrepublic.com
The results of your research on safety policies and standards
The Tech Zone.com http://www.thetechzone.com
The resources for finding MSDS sheets online

Chapter 4: Basics List of chapter objectives
of Preventive Overview of the chapter contents, including
Maintenance and student activities
Troubleshooting some potential student misconceptions

prepare to teach

Chapter 4 Objectives Chapter 4 Worksheets, Labs, and Activities
4.1 Explain the purpose of preventive maintenance 4.2.7 Activity: Troubleshooting Process
4.2 Identify the steps of the troubleshooting process

The Purpose of Preventive Maintenance Hardware Maintenance

Make sure that the hardware is operating properly.
Reduce the likelihood of hardware or software Check the condition of parts.
problems by systematically and periodically checking
hardware and software to ensure proper operation. Repair or replace worn parts.
Reduce computer down time and repair costs. Keep components clean.
Create a hardware maintenance program.

Software Maintenance Preventive Maintenance Benefits
Review updates Reduce computer down time.
Follow policies of Reduce repair costs.
your organization
Reduce loss of worker productivity.
Create a schedule

The Troubleshooting Process Data Protection

Check with customer
Follow an organized and
logical procedure. Date of the last backup
Eliminate variables one at a Contents of the backup
time. Data integrity of the
Troubleshooting is a skill backup
that is refined over time. Availability of media for
The first and last steps data restore
involve effectively If no backup can be created, ask customer to sign a
communicating with the release form
customer.

Gather Data from the Customer Verify Obvious Issues
Communicate respectfully
with the customer
Start with open-ended
questions
“What types of problems are
you having with your computer
or network?”
Then, ask closed-ended Problem may be simpler than the customer thinks.
(yes/no) questions
Checking for obvious issues can save time.
“Have you changed your
password recently?” If this step turns up nothing, continue to the next step
of the troubleshooting process.
Try Quick Solutions Gather Data from the Computer

May provide additional When system, user, or software errors occur on a
information, even if they computer, the Event Viewer is updated with information
do not solve the problem. about the errors: Event Viewer
What problem occurred

Document each solution
you try. The date and time of the
problem
May need to gather more The severity of the problem
information from the customer. The source of the problem
If you find the problem at this stage, document it and Event ID number
proceed to the end of the troubleshooting process. Which user was logged in when the problem occurred
Although this utility lists details about the error, you may
still need to research the solution.
Gather Data from the Computer Gather Data from the Computer
Device Manager When troubleshooting, power on the computer and listen to
the beep code sequence. Document the beep code
A flag of ! indicates the device is acting incorrectly. sequence and research the code to determine the specific
A flag of X indicates the device is disabled. hardware failure.
If the computer boots and stops after the POST, investigate
the BIOS settings to determine where to find the problem.
Device Manager
Refer to the motherboard manual to make sure that the
BIOS settings are accurate.
Conduct research to find software to use to diagnose and
solve problems. Often, manufacturers of system hardware
provide diagnostic tools of their own.
What third-party tools are you aware of to use in computer
troubleshooting?
Evaluate the Problem, Implement the

Solution Close with the Customer
Research possible solutions: Discuss the solution with the customer
Have the customer confirm that the problem has been
Prioritize solutions to try. solved
Try easiest solutions first. Document the process
After an unsuccessful try, Problem description
undo any changes you have Solution
made. Components used
Unnecessary changes could Amount of time spent in solving the problem
complicate finding the solution.

Completed Work Order Chapter 4 Summary
The gratifying results Regular preventive maintenance reduces hardware and
of a day’s work software problems.
Before beginning any
repair, back up the data
on a computer.
The troubleshooting
process is a guideline
to help you solve
computer problems
in an efficient manner.
Document everything that you try, even if it fails. The
documentation that you create will become a useful resource
for you and other technicians.
Chapter 3:
Overview of the chapter contents, including:
Computer
student labs
Assembly optional virtual desktop activities

prepare to teach

Chapter 3 Objectives Chapter 3 Labs

3.1 Open the case 3.2 Lab: Install the Power Supply
3.2 Install the power supply 3.3.3 Lab: Install the Motherboard
3.3 Attach the components to the motherboard and 3.5.2 Lab: Install the Drives
install the motherboard
3.6.3 Lab: Install Adapter Cards
3.4 Install internal drives
3.7.2 Lab: Install Internal Cables
3.5 Install drives in external bays
3.8.2 Lab: Complete the Computer Assembly
3.6 Install adapter cards
3.9.2 Lab: Boot the Computer
3.7 Connect all internal cables
3.8 Re-attach the side panels and connect external
cables to the computer
3.9 Boot the computer for the first time
Optional Virtual Desktop Activities Introduction
3.2 Virtual Desktop Power Supply Computer assembly is a large part of a technician's job.
Work in a logical, methodical manner when working with
3.3.3 Virtual Desktop Motherboard
computer components
3.4 Virtual Desktop Internal Drives Improve computer assembly skills dramatically with practice
3.5.2 Virtual Desktop External Bay Drives
3.6.3 Virtual Desktop Adapter Card
3.7.2 Virtual Desktop Internal Cables
3.8.2 Virtual Desktop External Cables

Open the Case Install the Power Supply

Prepare the workspace before opening the computer Power supply installation steps include the following:
case: 1. Insert the power supply into the case
Adequate lighting
2. Align the holes in the power supply with the holes in
Good ventilation the case
Comfortable room temperature
3. Secure the power
Workbench accessible from all sides supply to the case
Avoid cluttering workbench using the proper
An antistatic mat on the table screws
Small containers to hold screws and other small parts
There are different methods for opening cases. To
learn how, consult the user manual or manufacturer's
website.
Attach Components to the Motherboard CPU on Motherboard
As part of an upgrade or repair, a technician may need The CPU and motherboard are sensitive to electrostatic
to attach components to the motherboard, and then discharge so use a grounded antistatic mat and wear an
install the motherboard. antistatic wrist strap. CAUTION: When handling a CPU,
do not touch the CPU contacts.
The CPU is secured to the socket on the motherboard
with a locking assembly.

Thermal Compound Heat Sink/Fan Assembly

Thermal compound helps to keep the CPU cool. The Heat Sink/Fan Assembly is a two-part cooling
device.
To install a used CPU, clean it and the base of the heat
sink with isopropyl alcohol to remove the old thermal The heat sink draws heat
compound. away from the CPU.
Follow manufacturer’s The fan moves the heat
recommendations away from the heat sink.
about applying the The heat sink/fan
thermal compound. assembly usually has a 3-
pin power connector.

Install CPU and Heat Sink/Fan Assembly Install RAM
1. Align the CPU so that the Connection 1 indicator is lined up with Pin 1 on RAM provides temporary data storage for the CPU
the CPU socket.
while the computer is operating.
2. Place the CPU gently into the socket.
RAM should be installed in the motherboard before
3. Close the CPU load plate and secure it by closing the load lever and
moving it under the load lever retention tab. the motherboard is placed in the computer case.
4. Apply a small amount of thermal compound to the CPU and spread it RAM installation steps:
evenly. Follow the application instructions provided by the manufacturer.
1. Align the notches on the RAM module to the keys in the slot
5. Line up the heat sink/fan assembly retainers to the holes on the and press down until the side tabs click into place.
motherboard.
2. Make sure that the side tabs have locked the RAM module
6. Place the heat sink/fan assembly onto the CPU socket, being careful not
and visually check for exposed contacts.
to pinch the CPU fan wires.
7. Tighten the heat sink/fan assembly retainers to secure the assembly in
place.
8. Connect the heat sink/fan assembly power cable to the header on the
motherboard.
The Motherboard Install Motherboard

The motherboard is now ready to install in the 1. Install standoffs in the computer
computer case. case.
Plastic and metal standoffs are used to mount the 2. Align the I/O connectors on the
motherboard and to prevent it from touching the metal back of the motherboard with the
portions of the case. openings in the back of the
Install only the standoffs that align with the holes in the case.
motherboard.
3. Align the screw holes of the
Installing any additional standoffs may prevent the motherboard with the standoffs.
motherboard from being seated properly in the
computer case. 4. Insert all of the motherboard
screws.
5. Tighten all of the motherboard
screws.
Install Internal Drives Install Drives in External Bays
Drives that are installed in internal bays are called Drives, such as optical drives (CD
internal drives. and DVD) and floppy drives, are
A hard disk drive (HDD) is an example of an internal installed in drive bays that are
drive. accessed from the front of the case.
HDD installation steps: Optical drives and floppy drives
1. Position the HDD so that it aligns
store data on removable media.
with the 3.5-inch drive bay. Drives in external bays allow
2. Insert the HDD into the drive bay so access to the media without
that the screw holes in the drive line opening the case.
up with the screw holes in the case.
3. Secure the HDD to the case using
the proper screws.

Install Optical Drive Install Floppy Drive

An optical drive is a storage device that reads and A floppy disk drive (FDD) is a storage device that reads
writes information to CDs or DVDs. and writes information to a floppy disk.
Optical drive installation steps: FDD installation steps:
1. Position the optical drive to align with the 5.25 inch drive bay. 1. Position the FDD so that it aligns with the 3.5 inch drive bay.
2. Insert the optical drive into the drive bay so that the optical 2. Insert the FDD into the drive bay so that the FDD screw holes
drive screw holes align with the screw holes in the case. align with the screw holes in the case.
3. Secure the optical drive to the case using the proper screws. 3. Secure the FDD to the case using the proper screws.

Install Adapter Cards Install the Network Interface Card (NIC)
Adapter cards are installed to add functionality to a A NIC enables a computer to connect to a network.
computer. NICs use PCI and PCIe expansion slots on the
Adapter cards must be compatible with the expansion motherboard.
slot.
Some adapter cards: NIC installation steps:
1. Align the NIC to the appropriate slot on
PCIe x1 NIC
the motherboard.
PCI Wireless NIC
2. Press down gently on the NIC until the
PCIe x16 video adapter card card is seated.
3. Secure the NIC PC mounting bracket to
the case with the appropriate screw.

Install the Wireless NIC Install the Video Adapter Card

A wireless NIC enables a computer A video adapter card is the interface between a
to connect to a wireless network. computer and a display monitor.
Some wireless NICs are installed An upgraded video adapter card can provide better
externally with a USB connector. graphic capabilities for games and graphic programs.
Wireless NIC installation steps: Video adapter card installation steps:
1. Align the wireless NIC to the appropriate expansion slot on 1. Align the video adapter card to the appropriate expansion
the motherboard. slot on the motherboard.
2. Press down gently on the wireless NIC until the card is 2. Press down gently on the video
fully seated. adapter card until the card is fully
3. Secure the mounting bracket to the case with the appropriate seated.
screw. 3. Secure the video adapter card
PC mounting bracket to the case
with the appropriate screw.
Connect Internal Cables Connect Power Cables
Power cables are used to distribute Motherboard Power Connections
electricity from the power supply to The Advanced Technology Extended
the motherboard and other (ATX) main power connector has either
components. 20 or 24 pins.
Data cables transmit data between
the motherboard and storage devices, The power supply may also have a 4-pin
such as hard drives. or 6-pin Auxiliary (AUX) power connector
that connects to the motherboard.
Additional cables connect the buttons
and link lights on the front of the A 20-pin connector will work in a
computer case to the motherboard. motherboard with a 24-pin socket.

Connect Power Cables Power Connector Installation Steps

SATA Power Connectors use a 15-pin 1. Plug the SATA power connector into the HDD.
connector to connect to hard disk drives,
optical drives, or any devices that have a SATA 2. Plug the Molex power connector into the optical drive.
power socket. SATA 3. Plug the 4-pin Berg power connector into the FDD.
Molex Power Connectors are used by hard 4. Connect the 3-pin fan power connector into the
disk drives and optical drives that do not have appropriate fan header on the motherboard,
SATA power sockets. according to the motherboard manual.
Berg CAUTION: Do not use a Molex connector and 5. Plug the additional cables from the case into the
a SATA power connector on the same drive at appropriate connectors according to the motherboard
the same time. manual.
4-pin Berg Power Connector supplies power to Molex
a floppy drive.
PATA Cables SATA Cables
Drives connect to the motherboard using data cables. The SATA data cable has a 7-pin connector.
Types of data cables are PATA, SATA, and floppy disk. One end of the cable is connected to the motherboard.
The PATA cable (sometimes called a ribbon cable) is The other end is connected to any drive that has a SATA data
connector.
wide and flat and can have either 40 or 80 conductors.
A PATA cable usually has three 40-pin connectors.
If multiple hard drives are installed, the master drive will
connect to the end connector. The slave drive will connect to
the middle connector.
Many motherboards have two PATA cable sockets,
which provides support for a maximum of four PATA
drives.

Floppy Drive Cables Install Data Cables

The floppy drive data cable has a 34-pin connector and 1. Plug the motherboard end of the PATA cable into the
it has a stripe to denote the location of pin 1. motherboard socket.
One connector at the end of the cable connects to the 2. Plug the connector at the far end of the PATA cable
motherboard. The other two connectors connect to drives.
into the optical drive.
If multiple floppy drives are installed, the A: drive will connect to
the end connector. The B: drive will connect to the middle 3. Plug one end of the SATA cable into the motherboard
connector. socket.
Motherboards have one floppy drive controller which 4. Plug the other end of the SATA cable into the HDD.
provides support for a maximum of two floppy drives.
5. Plug the motherboard end of the FDD cable into the
motherboard socket.
6. Plug the connector at the far end of the FDD cable
into the floppy drive.
Re-attach Panels, Connect External Cables Re-attach Side Panels
Now that all the internal components have been Most computer cases have two panels, one on each
installed and connected to the motherboard and power side.
supply, the side panels are re-attached to the computer
Once the cover is in place, make sure that it is secured
case.
at all screw locations.
The next step is to connect the cables for all computer
Refer to the documentation or manufacturer’s website if
peripherals and the power cable.
you are unsure about how to remove or replace your
computer case.
CAUTION: Handle case parts
with care. Some computer case
covers have sharp or jagged
edges.

Connect External Cables Connect External Cables

After the case panels have been re-attached, connect 1. Attach the monitor cable to the video port.
the external cables to the back of the computer. 2. Secure the cable by tightening the screws on the
External cable connections include: connector.
Monitor USB 3. Plug the keyboard cable into the PS/2 keyboard
Keyboard Power port.
Mouse Ethernet 4. Plug the mouse cable into the PS/2 mouse port.
CAUTION: When attaching cables, never force a 5. Plug the USB cable into a USB port.
connection. 6. Plug the network cable into the network port.
NOTE: Plug in the power cable after you have
7. Connect the wireless antenna to the antenna
connected all other cables. connector.
8. Plug the power cable into the power supply.
Boot Computer for the First Time Identify Beep Codes
The BIOS is a set of instructions stored in a nonvolatile POST checks to see that all of the hardware in the
memory chip. computer is operating correctly.
When the computer is booted, the basic input/output system If a device is malfunctioning, an error or a beep code
(BIOS) will perform a power-on self test (POST) to check on
alerts the technician that there is a problem.
all of the internal components.
Typically, a single beep denotes that the computer is
functioning properly.
If there is a hardware problem, the computer may emit
a series of beeps.
Each BIOS manufacturer uses different codes to
A special key or combination of keys on the keyboard is indicate hardware problems.
used to enter the BIOS setup program.
Consult the motherboard documentation to view beep
The BIOS setup program displays information about all of codes for your computer.
ITE PC v4.0
the components in the computer. ITE PC v4.0
BIOS Setup BIOS Setup Program

The BIOS contains a setup program used to configure BIOS settings are configured in the BIOS setup program.
settings for hardware devices.
The configuration data is saved to a special memory
chip called a complementary metal-oxide
semiconductor (CMOS).
CMOS is maintained by the battery in the computer.
If this battery dies, all BIOS setup configuration data
will be lost.
Replace the battery and reconfigure the BIOS settings.

Chapter 3 Summary
Computer Assembly
Installation of all computer components
Connection of all cables
Instructor
Training
Description of BIOS
Activities
Description of POST

Activities for Instructor Training Virtual Desktop

1. Take the Quiz provided in Chapter 3 course content. Virtual desktop is a stand-alone tool designed to:
2. Complete the seven labs included in Chapter 3. Make supplement classroom learning
notes of potential issues and questions that students provide a virtual “hands-on” experience where real
may have. equipment is limited
3. Complete the virtual desktop instructor activities and
participate in discussion or journal your answers to
discussion questions.

Objectives for Virtual Desktop Activity Virtual Desktop Instructor Activities
Launch Virtual Desktop
Describe the three modes of the Virtual Desktop.
Complete the tutorial to learn the features of Virtual
Remove and install desktop components in the Virtual Desktop
Desktop.
Complete all seven layers of the Learn Mode
Participate in discussion of various teaching strategies
to use with the Virtual Desktop. Work through the Test Mode
While using the Virtual Desktop, begin thinking of ways
to use this in teaching (both students and instructors).
Participate in discussion or journal your answers to

Discuss Virtual Desktop Additional Resources

Do you have any questions now that you have used Whatis?com: IT Encyclopedia and Learning Center
http://whatis.com
Virtual Desktop?
TechTarget: The Most Targeted IT Media http://techtarget.com
How do you think your students will react to this tool?
ZDNet: Tech News, Blogs and White Papers for IT Professionals
What ways do you think you will use Virtual Desktop in http://www.zdnet.com
ITE PC v4.0? HowStuffWorks: It's Good to Know
Other comments or thoughts about Virtual Desktop?
CNET.com http://www.cnet.com
PC World http://www.pcworld.com
ComputerWorld http://www.computerworld.com
WIRED NEWS http://www.wired.com
eWEEK.com http://www.eweek.com
Q and A

Chapter 4: Basics List of chapter objectives
of Preventive Overview of the chapter contents, including
Maintenance and student activities
Troubleshooting some potential student misconceptions

prepare to teach

Chapter 4 Objectives Chapter 4 Worksheets, Labs, and Activities

4.1 Explain the purpose of preventive maintenance 4.2.7 Activity: Troubleshooting Process
4.2 Identify the steps of the troubleshooting process

The Purpose of Preventive Maintenance Hardware Maintenance
Make sure that the hardware is operating properly.
Reduce the likelihood of hardware or software Check the condition of parts.
problems by systematically and periodically checking
hardware and software to ensure proper operation. Repair or replace worn parts.
Reduce computer down time and repair costs. Keep components clean.
Create a hardware maintenance program.

Software Maintenance Preventive Maintenance Benefits

Review updates Reduce computer down time.
Follow policies of Reduce repair costs.
your organization
Reduce loss of worker productivity.
Create a schedule

The Troubleshooting Process Data Protection
Check with customer
Follow an organized and
logical procedure. Date of the last backup
Eliminate variables one at a Contents of the backup
time. Data integrity of the
Troubleshooting is a skill backup
that is refined over time. Availability of media for
The first and last steps data restore
involve effectively If no backup can be created, ask customer to sign a
communicating with the release form
customer.

Gather Data from the Customer Verify Obvious Issues

Communicate respectfully
with the customer
Start with open-ended
questions
“What types of problems are
you having with your computer
or network?”
Then, ask closed-ended Problem may be simpler than the customer thinks.
(yes/no) questions
Checking for obvious issues can save time.
“Have you changed your
password recently?” If this step turns up nothing, continue to the next step
of the troubleshooting process.
Try Quick Solutions Gather Data from the Computer
May provide additional When system, user, or software errors occur on a
information, even if they computer, the Event Viewer is updated with information
do not solve the problem. about the errors: Event Viewer
What problem occurred

Document each solution
you try. The date and time of the
problem
May need to gather more The severity of the problem
information from the customer. The source of the problem
If you find the problem at this stage, document it and Event ID number
proceed to the end of the troubleshooting process. Which user was logged in when the problem occurred
Although this utility lists details about the error, you may
still need to research the solution.
Gather Data from the Computer Gather Data from the Computer
Device Manager When troubleshooting, power on the computer and listen to
the beep code sequence. Document the beep code
A flag of ! indicates the device is acting incorrectly. sequence and research the code to determine the specific
A flag of X indicates the device is disabled. hardware failure.
If the computer boots and stops after the POST, investigate
the BIOS settings to determine where to find the problem.
Device Manager
Refer to the motherboard manual to make sure that the
BIOS settings are accurate.
Conduct research to find software to use to diagnose and
solve problems. Often, manufacturers of system hardware
provide diagnostic tools of their own.
What third-party tools are you aware of to use in computer
troubleshooting?
Evaluate the Problem, Implement the
Solution Close with the Customer
Research possible solutions: Discuss the solution with the customer
Have the customer confirm that the problem has been
Prioritize solutions to try. solved
Try easiest solutions first. Document the process
After an unsuccessful try, Problem description
undo any changes you have Solution
made. Components used
Unnecessary changes could Amount of time spent in solving the problem
complicate finding the solution.

Completed Work Order Chapter 4 Summary

The gratifying results Regular preventive maintenance reduces hardware and
of a day’s work software problems.
Before beginning any
repair, back up the data
on a computer.
The troubleshooting
process is a guideline
to help you solve
computer problems
in an efficient manner.
Document everything that you try, even if it fails. The
documentation that you create will become a useful resource
for you and other technicians.
Activities
1. Take the Quiz provided in Chapter 4 course content.
2. In 4.1, there are 3 questions posed to the students.
Generate lists of additional tasks and benefits to refer to
when teaching this course.
Activities What additional hardware maintenance tasks can you add to the list?
What other software maintenance tasks can you add to the list?
Can you think of any other benefits that preventive maintenance
provides?
3. Conduct research to collect samples of work order forms

and liability release forms.
4. In 4.2.5, software diagnostic tools are presented. List any
third-party tools that you are familiar with that can be used
to troubleshoot computers.
Discussion
Share with the others, your lists of additional
hardware and software maintenance tasks and
additional benefits of preventive maintenance.
Share the samples of work order forms and liability
release forms you have collected. Q and A
Share your list of third-party software diagnostic tools
that can be used to troubleshoot computers.

ITE PC v4.0
Chapter 4 © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 25
Chapter 5: Overview of the chapter contents, including
Operating Systems student worksheets
student labs

prepare to teach

Chapter5 © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 1 Chapter 5 © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 2
Chapter 5 Objectives Chapter 5 Worksheets and Labs

5.1 Explain the purpose of an operating system 5.2.2 Worksheet: NOS Certifications and Jobs
5.2 Describe and compare operating systems to include 5.3.2 Worksheet: Upgrade Components
purpose, limitations, and compatibilities 5.4.2 Lab: Install Windows XP
5.3 Determine operating system based on customer 5.4.5 Lab: Windows XP User Accounts and Updates
needs
5.4.9 Worksheet: FAT32 and NTFS
5.4 Install an operating system
5.5.1 Lab: Run Commands
5.5 Navigate a GUI (Windows)
5.5.4 Lab: Install Third-Party Software
5.6 Identify and apply common preventive maintenance
techniques for operating systems 5.6.2 Lab: Restore Point
5.7 Troubleshoot operating systems 5.6.3 Lab: Windows Backup and Recovery

The Purpose of an Operating System Roles of an Operating System
The operating system (OS) controls almost all functions All computers rely on an operating system (OS) to
on a computer. provide the interface for interaction between users,
Learn about the components, functions, and applications, and hardware.
terminology related to The operating system boots the computer and
the Windows 2000 and manages the file system.
Windows XP operating
systems. Almost all modern operating systems can support more
than one user, task, or CPU.
The operating system has four main roles:
Control hardware access
Manage files and folders
Provide user interface
Manage applications
Characteristics of Operating Systems The Types of Operating Systems

Control hardware access Command Line Interface Graphical User Interface
OS automatically discovers and configures PnP hardware
(CLI): The user types (GUI): The user interacts
commands at a prompt. with menus and icons.
File and folder management
User interface
Command line interface (CLI)
Graphical user interface (GUI)
Application management
Open Graphics Library (OpenGL)
DirectX
Most operating systems include both a GUI and a CLI.

Compare Operating Systems Real Mode
Terms often used when comparing operating systems: Executes only one program at a time
Multi-user – Two or more users can work with programs Addresses only 1 MB of system memory at a time
and share peripheral devices, such as printers, at the same
Directly accesses memory and hardware
time.
Subject to crashes
Multi-tasking – The computer is capable of operating
multiple applications at the same time. Available to all modern processors
Multi-processing – The computer can have two or more Only used by DOS and DOS applications
central processing units (CPUs) that programs share.
Multi-threading – A program can be broken into smaller Program Code PC hardware can be
parts that can be loaded as needed by the operating system. directly controls PC interrupted by bad
Multi-threading allows individual programs to be multi-
hardware. code.
tasked.
Protected Mode Virtual Real Mode

Has access to all memory Allows a real-mode application to run within a protected-mode
operating system
Can manage multiple programs simultaneously
Creates virtual machines for each program that runs in real mode
Allows the system to use virtual memory
Each virtual machine receives 1 MB of memory and access to
Provides 32-bit access to memory, drivers, and I/O transfers hardware
Each program is assigned a space in memory In the event of a program error, only the virtual machine is
affected
Computer is protected from program errors
OS provides virtual machine to host the code and protect the PC
Program HAL controls
talks to hardware Program operates in PC hardware
and stops PC
HAL Hardware errors.
virtual machine controlled by
Program Code hardware
Abstraction virtual machine;
directly controls cannot be Program Code
Layer errors are
PC hardware. interrupted
(HAL)
by bad code. stopped
Compare Operating Systems Compare Operating Systems
Desktop operating systems:
Desktop Operating Network Operating
System System Microsoft Windows: Windows XP
Macintosh: Mac OS X
• Supports a single user • Supports multiple users
Linux: Fedora, Ubuntu, and others
• Runs single-user • Runs multi-user UNIX
applications applications
A desktop OS has the following
• Shares files and folders • Is robust and redundant
characteristics:
• Shares peripherals • Provides increased security Supports a single user
Runs single-user applications
• Used on a small network • Used on a network
Shares files and folders on a small
network with limited security
Network Operating Systems (NOS) Determine Proper Operating System

Common NOS include: To select the proper operating system:
Novell Netware Create an accurate profile of your customer by
Microsoft Windows Server analyzing the daily, weekly, and monthly computer
Linux activities
UNIX Select appropriate software and hardware to satisfy
existing and future requirements
A network OS has the following
characteristics:
Supports multiple users
Runs multi-user applications
Is robust and redundant
Provides increased security compared to
desktop operating systems
What Does Your Customer Require? Identify Minimum Hardware Requirements
Office applications Customer may need to upgrade or purchase additional
word processing, spreadsheets, or hardware to support the required applications and OS.
presentation software A cost analysis will indicate if purchasing new
Graphics applications equipment is a better idea than upgrading.
Photoshop or Illustrator Common hardware upgrades:
Animation applications RAM capacity
Flash Hard drive size
Business applications Processor speed
accounting, contact management, Video card memory and speed

sales tracking or database

Hardware Compatibility List (HCL) Installing the Operating System

Most operating systems have an HCL. Reasons to perform a clean installation of an OS:
HCLs can be found on the manufacturer's website. When a computer is passed from one employee to another
HCL includes list of hardware that is known to work with When the operating system is corrupted
the operating system. When a new replacement hard drive is installed in a
computer
Before performing a clean installation:
Back up all data first
Explain to the customer that existing data will be erased
Confirm that all needed data has been successfully
transferred

Hard Drive Setup Procedures Hard Drive Setup Procedures
Operating system setup methods: A technician should understand the process related to
hard drive setup.
Install an OS over a network from a server
Install from a copy of the OS files stored on the hard
drive
Install from OS files stored on CDs or DVDs
Partitioning and Formatting
Hard drive must be logically divided (partitioned)
File system must be created on the hard drive
During the installation phase, most operating systems
will automatically partition and format the hard drive

Prepare the Hard Drive Install the Operating System

The first portion of the installation process deals with During the Windows XP installation the user must provide:
formatting and partitioning the hard drive. Define currency and numerals
The second portion prepares the disk to accept the file Text input language
system. Name of user
The file system provides the directory structure that Name of company
organizes the user's operating system, application,
Product key
configuration, and data files.
Computer name
Examples of file systems:
Administrator password
The FAT32 file system
Date and time settings
The New Technology File System (NTFS)
Network settings
Domain or workgroup information
Create Administrator Account Complete the Installation
Setup creates the administrator account with the user When Windows XP installation
name “administrator” completes:
Change this name to keep the administrator account secure Computer will reboot
Only use the administrator account occasionally for critical Log in for the first time
system changes
Register Windows XP and verify that you are
Create a fictitious user account to use as a template using a legal copy of the OS
Use secure passwords Verification enables you to download

patches and service packs
These should be a minimum of 7 characters, containing at least
one of each (letter, number, and symbol) Use Microsoft Update Manager to
scan for new software and to:
Install all service packs
Install all patches
Check Device Manager for Conflicts Custom Installation Options

With Microsoft System Preparation
Follow these steps for disk cloning:
Create a master installation on one computer
Run Sysprep
Create a disk image of the configured computer using third-
party disk-cloning software
Copy the disk image onto a server
When the destination computer is booted,
Look for warning icons (yellow exclamation points)
A shortened version of the Windows setup program runs
Double-click to learn about the problem Setup configures only user-specific and computer-specific
Click the plus (+) sign to expand the category settings
An answer file provides data normally required during set up
May be able to ignore an error
The Boot Sequence for Windows XP NTLDR and the Windows Boot Menu
Power On Self Test (POST) If more than one OS is present on the
POST for each adapter card that has a BIOS disk, BOOT.INI gives the user a
chance to select which to use.
BIOS reads the Master Boot Record (MBR)
MBR takes over control of the boot process and starts NT Loader
Otherwise:
(NTLDR) NTLDR runs NTDETECT.COM to get
information about installed hardware
NTLDR reads the BOOT.INI file to know which OS to load and where
to find the OS on the boot partition NTLDR then uses the path specified in the
BOOT.INI to find the boot partition
NTLDR uses NTDETECT.COM to detect any installed hardware
NTLDR loads two files that make up the
NTLDR loads the NTOSKRNL.EXE file and HAL.DLL core of XP: NTOSKRNL.EXE and HAL.DLL
NTLDR reads the registry files and loads device drivers NTLDR reads the Registry files, chooses a
NTOSKRNL.EXE starts the WINLOGON.EXE program and displays hardware profile, and loads device drivers.
the Windows login screen
The Windows Registry The Windows Registry Files

Recognized by distinctive names, beginning with
HKEY_
Every setting in Windows is stored in the registry
Changes to the Control Panel settings, File
Associations, System Policies, or installed software are
stored in the registry
Each user has their own section of the registry
The Windows logon process uses the registry to set the
system to the state that it was in the last time the user
logged in

The NT Kernel and Security Authority Manipulating Operating System Files
Next, the NT kernel, NTOSKRNL.EXE, takes over After you have installed Windows XP, you can use
It starts the login file, WINLOGON.EXE MSCONFIG for post-installation modifications:
That program starts the Local Security Administration file, This boot configuration utility allows you to set programs that
LSASS.EXE (Local Security Administration) will run at startup, and to edit configuration files
LSASS.EXE is the program that displays the XP welcome
screen
There are few differences between the Windows XP
and the Windows 2000 boot process

Manipulating Operating System Files Manipulating Operating System Files

The registry is a database that contains information and Pressing the F8 key during the boot process opens the
settings for all of the hardware, software, users and Windows Advanced Startup Options menu, which allows
preferences. REGEDIT allows users to edit the registry. you to select how to boot Windows.
Safe Mode – Starts Windows but only loads drivers for basic
components, such as the keyboard and display.
Safe Mode with Networking Support – Starts Windows
identically to Safe Mode and also loads the drivers for network
components.
Safe Mode with Command Prompt – Starts Windows and loads
the command prompt instead of the GUI interface.
Last Known Good Configuration – Enables a user to load the
configurations settings of Windows that was used the last time that
Windows successfully started. It does this by accessing a copy of
the registry that is created for this purpose.
Describing Directory Structures Describing Directory Structures
Windows file system naming conventions: Each file has a set of attributes that control how the file
Maximum of 255 characters may be used may be viewed or altered.
Characters such as a period (.) or a slash (\ /) are not allowed The following are the most common file attributes:
An extension of three or four letters is added to the filename to R - The file is read-only
identify the file type
A - The file will be archived the next backup
Filenames are not case sensitive
S - The file is marked as a system file and a warning is given if
Windows filename extension examples: an attempt is made to delete or modify the file
.doc - Microsoft Word H - The file is hidden in the directory display
.txt - ASCII text only
.jpg - graphics format
.ppt - Microsoft PowerPoint
.zip - compression format
The ATTRIB Command NTFS and FAT32

FAT32 is used where files need to be accessed by
multiple versions of Windows. FAT32 is not as secure
as NTFS
NTFS can support more and larger files than FAT32,
and provides more flexible security features for folders,
files, and sizes
Partitions can be converted from FAT32 to NTFS using
the CONVERT.EXE utility, but not in the reverse
direction

Navigating a Graphical User Interface (GUI) Customizing the Desktop
A GUI provides graphical representations of all the files, To customize any of these, simply right-click the item and
folders, and programs on a computer. then select Properties.
Taskbar
Recycle Bin
Desktop background
Window appearance

The Start Menu My Computer

Customized to two styles, XP and
When you right-click My Computer and
Classic
select Properties, there are several
Accessed by clicking the Start button settings that can be customized:
The Start menu includes: Computer name
A nested list of all installed applications Hardware settings
A list of recently opened documents Virtual memory
A list of other elements, including; a Automatic updates
search feature, a help center, and system Remote access
settings
Files can also be moved and copied using
My Computer

Launching Applications Control Panel Applets
Applications can be launched in several ways:
Click the application on the Start menu
Double-click the application shortcut icon on the desktop
Double-click the application executable file in My Computer
Launch the application from the Run window or command line
To view and configure network connections, right-click the

My Network Places icon.
Connect to or disconnect from a network drive
Right-click Properties to configure existing network
connections, such as a wired or wireless LAN connection
Display Settings Device Manager

Used to view settings for
Change the resolution
devices in the computer
and color quality
An exclamation mark
Change wallpaper,
indicates a problem with a
screen saver, power
device
settings, and other
options, by clicking the
Advanced button

Task Manager Event Viewer and Remote Desktop
View all applications that Event Viewer
are currently running Logs a history of events regarding applications,
Close any applications that security, and the system.
have stopped responding These log files are a valuable troubleshooting tool.
Monitor the performance of
Remote Desktop
the CPU and virtual
memory Allows one computer to remotely take control of
View all processes that are another computer.
currently running This troubleshooting feature is only available with
View information about the Windows XP Professional.
network connections
Performance Settings Add or Remove an Application

Settings for advanced visuals and for virtual memory Utility to install or uninstall applications
Tracks installation files for future thorough uninstall, if
desired

Upgrading an Operating System Upgrading to Windows XP
Upgrade Paths 1. Insert the Windows XP CD. Select Start > Run.
2. In the Run box, where D is the drive letter for the CD-
ROM, type D:\i386\winnt32 and press Enter. The
Welcome to the Windows XP Setup Wizard displays.
3. Choose Upgrade to Windows XP and click Next. The
License Agreement page displays.
4. Read the license agreement and click the button to
accept this agreement.
5. Click Next. The Upgrading to the Windows XP NTFS
File System page displays.
6. Follow the prompts and complete the upgrade. When
the install is complete, the computer will restart.
Preventive Maintenance Planning Schedule Tasks

Components of a preventive maintenance plan: The DOS AT command launches tasks at a specified time using
the command line interface
Updates to the operating system and applications Information about the AT command is available at this path: Start >
Run > cmd Then type AT /? at the command line.
Updates to anti-virus and other protective software
The Windows Task Scheduler launches tasks at a specified time
Hard drive error checking using a graphical interface
Hard drive backup Access the Windows Task Scheduler by following this path: Start > All
Programs > Accessories > System Tools > Scheduled Tasks
Hard drive defragmentation Examples of scheduled tasks to run
ScanDisk (Windows 2000) and CHKDSK (Windows XP) check the
integrity of files and folders and scan the hard disk surface for physical
errors.
Defrag: Gathers the noncontiguous data into one place, making files
run faster

Automatic Updates Restore Point
An automatic update service scans the system for An image of the current computer settings. If the computer
needed updates, and recommends what should be crashes, the OS can roll back to a restore point.
downloaded and installed. The restore point utility only operates on OS and
Automatic update services can setup to download and application files.
install updates as soon as they are available or as Anti-virus software should be run to remove malware
required, and install them when the computer is next before creating a restore point.
rebooted.
When to create a restore point:
Before updating or replacing the OS
When an application or driver is installed
Manually at any time

Backup the Hard Drive Types of Backups

Backup tools allow for recovery of data. Clear
Description
Use the Microsoft Backup Tool to perform backups. marker
Establish a backup strategy that will allow for the Normal Selected files and folders Yes
recovery of data.
Decide how often the data must be backed up and the Copy Selected files and folders No
type of backup to perform.
Selected files and folders that
Windows XP uses Volume Shadow Copying, which Differential changed since the last backup
No
allows users to continue to work even as a backup is
taking place. Selected files and folders that
Incremental changed since the last backup
Yes
It is only necessary to make copies of the files that have
changed since the last backup. Daily
Selected files and folders that
No
changed during the day
Troubleshooting Process 1. Gather Data from the Customer
Step 1 Gather data from the customer Customer information
Company name, contact name, address, phone number
Step 2 Verify the obvious issues
Computer configuration
Step 3 Try quick solutions first
Operating system, patches and updates, network environment,
Step 4 Gather data from the computer connection type
Step 5 Evaluate the problem and implement the solution Use a work order to collect information
Step 6 Close with the customer Description of problem
Open-ended questions
What were you doing when the problem was identified?
Closed-ended questions
Are you currently logged into your network?
2. Verify the Obvious Issues 3. Try Quick Solutions First

Examine the most obvious causes of a problem. Use the Last Known Good Configuration settings
Is the caps lock key set to ON? Enter Safe Mode to troubleshoot video problems
Is there a non-bootable disk in the floppy drive? Uninstall an application that was recently added
Are the drive settings and boot order configured correctly in Roll back the system using a System Restore point
BIOS?
Examine the Device Manager for device conflicts
Can you log on as another user?
Was the computer turned off without being shut down properly? Run cleanmgr to clean up temp files
Has the password changed? Run chkdsk/f to repair problems with the hard drive
Does the monitor have power? Run defrag to speed up the hard drive
Does the display have the correct settings? Reboot the computer
Login as a different user
4. Gather Data from the Computer 5. Evaluate Problem & Implement Solution
Examine system files. You may need to conduct further research
Run diagnostic software. Refer to repair manuals
Study the product documentation
Refer to the computer user manual or BIOS website for
the meaning of beep codes. Visit the manufacturer’s website
Examine the event logs to determine the cause of Consult repair journals
computer problems. Talk to technicians who may have repaired similar problems.
Implement the most likely solution first
Return the computer to the original state before trying the
next solution
It may be necessary to test many potential solutions before
the problem is resolved
6. Close with the Customer Common Problems and Solutions

When you are confident that the problem is resolved:
Problem Symptom Possible Solution
Document the customer information, problem description,
and steps to resolve the issue in the work order. Use the “Roll Back Driver” option to
Explain to the customer how you solved the problem . The computer displays the remove the new video driver.
desktop in 16 color VGA mode Remove any unnecessary programs
Let the customer verify that the problem has been solved. after updating the video drivers. from the Startup tab and reboot the
Complete all documentation including sales orders, time computer.
logs, and receipts.
The computer will no longer boot Remove any floppies and CDs from the
Complete the work order. to Windows and gives the error computer and verify that the HDD is set
“Invalid systems disk” as a bootable device in the BIOS setup.
Update the repair journal. You can use the notes from the
Boot the computer in safe mode and
journal for future reference. The computer will not finish
uninstall any recently installed
loading Windows.
applications.

Chapter 5 Summary
Consider the customer's needs when selecting an OS.
The main steps in setting up a customer's computer include
preparing the hard drive, installing an operating system,
creating user accounts, and configuring installation options.
A GUI shows icons of all files, folders, and applications on the
Q and A
computer.
Establish a backup strategy that allows for the recovery of
data.
Preventive maintenance helps to ensure optimal operation of
the OS.
Tools for troubleshooting an OS problem include Windows
Advanced Options menu, event logs, device manager, and
system files.
ITE PC v4.0
Chapter 6: Laptops
and Portable
student worksheets
Devices student activities


Chapter 6 Objectives Chapter 6 Worksheets

6.1 Describe laptops and other portable devices 6.1.2 Worksheet: Research Laptops, Smart Phones,
6.2 Identify and describe the components of a laptop and PDAs
6.3 Compare and contrast desktop and laptop 6.2.3 Worksheet: Laptop Docking Stations
components 6.3.4 Worksheet: Laptop Expansion
6.4 Explain how to configure laptops 6.4.1 Worksheet: ACPI Standards
6.5 Compare the different mobile phone standards 6.7.2 Worksheet: Research Laptop Problems
6.6 Identify common preventive maintenance
techniques used for laptops and portable devices
6.7 Describe how to troubleshoot laptops and portable
devices
Optional Virtual Laptop Activities Introduction
6.2.1 Explore the different views of the virtual laptop Do you know when the first laptops were developed?
6.2.2 Explore the virtual laptop keyboard Who do you think used the early laptops?
6.2.3 Explore the different views of the docking station One of the original laptops was the GRiD Compass
1101. It was used by astronauts on space missions in
6.4.2 Replace components and devices in the virtual
the early 1980s.
laptop
It weighed 11 lb (5 kg) and cost US $8,000 - $10,000!
This chapter focuses on the differences between laptops
and desktops and describes the features of PDAs and
Smartphones.

Laptops and Portable Devices Common Uses of Laptops

Notebooks, laptops, and tablets are types of portable Taking notes in school or researching
computers. papers
For clarity and consistency in this course, all portable Presenting information in business
computers will be called "laptops". meetings
Accessing data away from home or the
Today, laptops are very popular because advances in office
technology have resulted in laptops that cost less, weigh
less, and have improved capabilities. Playing games while traveling
PDAs offer features such as games, web surfing, e-mail, Watching movies while traveling
instant messaging, and many other features offered by Accessing the Internet in a public place
PCs.
Sending and receiving email in a public
Smartphones are cell phones with many built-in PDA place
capabilities. Can you think of other uses for laptops?
Common Uses of PDAs and Smartphones The Components of a Laptop
The PDA is an electronic personal Common laptop features:
organizer with tools to help organize
information Small and portable
The Smartphone is a mobile phone with Integrated display screen in lid
PDA capabilities. Integrated keyboard
Other uses of PDAs and Smartphones are AC power source or rechargeable battery
to take phone calls, voice memos, taking
notes, text messaging, browsing the Hot-swappable drives and peripherals
internet, reading eBooks, playing games, Some type of docking station or port replicator to
internet chat, music, contacts, calendar connect to peripherals
and GPS.

Components Outside of a Laptop Components Outside of a Laptop

Top view of virtual laptop Rear view of virtual laptop
Bluetooth
status LED
Standby
Battery LED
status LED Parallel port
AC power
Battery bay connector

Left side view of virtual laptop Front view of virtual laptop
Ventilation grill
RJ-11 modem Network LEDs
Ethernet Microphone Latch

USB PC card
port port jack slot Infrared Speakers
port
Security Headphone Ventilation grill
S-video
keyhole port jack


Right side view of virtual laptop Underside view of virtual laptop
Battery Docking
latches connector
Optical drive VGA RAM

port access
Optical drive panel
indicator Drive bay
indicator Hard drive
access panel
Components Inside of a Laptop Components Inside of a Laptop
Open laptop LEDs inside laptop
Volume controls Power button
Hard
Num lock drive Battery
Pointer controller
Keyboard Fingerprint Wireless Bluetooth Caps lock

reader Power Standby
on
Touchpad
Components on a Docking Station Components on a Docking Station

Top view of docking station Rear view of docking station Headphone
connector
USB
Power Line In port
button AC power PC card VGA DVI connector
connector slot port port
Eject
button
Docking Exhaust Ethernet RJ-11 Serial Parallel Keyboard
port
connector fan port port port port
Mouse
External-diskette-drive port
connector

Compare Laptop Components and
Components on a Docking Station Desktop Components
Right side view of docking station Desktop components tend to be standardized. They
usually meet universal form factors.
Laptop manufacturers focus on refining laptop
components to make them more efficient and compact
as a result, laptop components are proprietary.
You may not be able to use components made by one
laptop manufacturer to repair a laptop made by another
manufacturer.
Key lock

Compare Motherboards Compare CPUs

Compare Power Options Compare Expansion Capabilities
Laptop Power Options Desktop Power Options

Compare Expansion Capabilities Configure Laptops

To allow applications and processes to run smoothly:
Configure and allocate system resources
Install additional components and plug-ins
Change environmental settings to match software requirements.
A laptop can be customized for specific purposes by

adding external components.
Adding external components is usually accomplished
through the use of Plug and Play, but occasionally
driver installation and additional configuration may be
required.
Follow safe removal procedures when disconnecting
hot-swappable and non-hot-swappable devices.
Configure Laptop Power Settings Checking the ACPI Settings in the BIOS
ACPI Standards Here are the steps to check the ACPI settings in the
BIOS:
S0 The computer is on and the CPU is running.
The CPU is not running. However, the CPU and RAM 1. Enter BIOS setup by pressing the appropriate key or
S1 are still receiving power. key combination while the computer is booting.
The CPU is off, but the RAM is refreshed. The system
S2 is in a lower power mode than S1.
Typically this is the Delete key or the F2 key, but there
The CPU is off, and the RAM is set to a slow refresh are several other options.
rate. This mode is often called “Save to RAM”. In
S3 Windows XP, this state is known as the Standby 2. Locate and enter the “Power Management settings”
mode.
menu item.
The CPU and RAM are off. The contents of RAM
have been saved to a temporary file on the hard disk.
S4 This mode is also called “Saved to Disk”. In Windows
3. Use the appropriate keys to enable ACPI mode.
XP, this state is known as the Hibernate mode.
4. Save and Exit BIOS setup.
S5 The computer is off and nothing has been saved.

Power Settings in Windows XP Replacing Laptop Components

To configure your power settings, click:
Start > Control Panel > Power Options
CAUTION: Always disconnect power and remove the battery

before installing or removing laptop components that are not hot-
ITE PC v4.0
swappable.
ITE PC v4.0
Mobile Phone Standards Proper Cleaning Procedures
Follow proper cleaning procedures to clean a laptop.
Internet Keyboard Floppy drive
Purpose
Standard Ventilation Optical disk drive
• Short Message • Used for text LCD display CD or DVD disc

Service (SMS) messaging Touch pad
• Multimedia • Used for sending and
Message Service receiving photos and CAUTION:
(MMS) videos
Do not spray cleaning solution directly onto the LCD display.
• Packet Switching • Used for accessing
the Internet
Use products specifically designed for cleaning LCD displays.
Use a soft, lint-free cloth with an approved cleaning solution to
avoid damaging laptop surfaces.
Apply the cleaning solution to the lint-free cloth, not directly to
the laptop.
Optimal Operating Environments Troubleshooting

Pack for transport Determine if a repair is
Clean properly cost-effective.
Ventilate The cost of the repair
should be compared to
Air temperature the replacement cost
Humidity minus the salvage value.

Company name, contact name, address, phone number
Step 2 Verify the obvious issues
Laptop information
Step 3 Try quick solutions first
Manufacturer, model, OS, network environment, connection
Step 4 Gather data from the computer type
Step 5 Evaluate the problem and implement the solution Description of problem
Step 6 Close with the customer
What was happening when you first experienced the
problem?
Is the laptop currently using the battery as the power
source?

Examine the most obvious causes of a problem.
A quick solution can save time and money.
Loose or improper connections
Check the Device Manager; remove and reinsert components Reboot the computer.
Power issues Verify BIOS settings.

Check power LEDs and power source Remove or unplug unnecessary peripherals.
Wireless network issues Use the Last Known Good Configuration option.
Check network LEDs, Network Connections and wireless signal
strength
Sound and audio issues

Stylus issues
Data gathered from the laptop can be used to confirm 1. Evaluate the information gathered from the customer
the problem description given by the customer. and from the laptop
2. Determine possible solutions
Previous experience of Manufacturer FAQs
solving problems with
computers Computer manuals
Other technicians Device manuals
Internet search engines Online forums and chat
News groups Technical websites
3. Implement the best solution


Discuss with customer the solution implemented.
Have customer verify problem is solved.
Disconnect any external
LCD laptop screen is not
Provide all paperwork to customer. displaying anything
monitors and use Fn key
sequence to activate the LCD
Document steps of solution.
Swap laptop to AC power and
Image on the LCD screen is
Document components used in repair. too dim
adjust brightness controls for
the LCD
Document time spent to resolve the problem.
Image on the LCD screen Adjust display resolution
contains a black border setting

Chapter 6 Summary
Laptops and Portable Devices
Description of portable devices
Laptop components Instructor Training
Configuration procedures Activities
Preventive maintenance techniques

Activities for Instructor Training Virtual Laptop

1. Take the Quiz provided in Chapter 6 course content. Virtual laptop is a stand-alone tool designed to:
supplement classroom learning
2. Conduct Internet research to pre-screen online
resources for students to use in completing the provide a virtual “hands-on” experience where real equipment is
limited
student worksheet, 6.7.2 Research Laptop Problems.
3. Complete the virtual laptop instructor activities and
participate in discussion or journal your answers to

Objectives for Virtual Laptop Activity Virtual Laptop Activity
Launch virtual laptop
Describe the three modes of the virtual laptop.
Complete all four layers of the Learn Mode
Remove and install laptop components in the virtual
laptop. Work through the Test Mode
Participate in discussion of various teaching strategies While using the virtual laptop, begin thinking of ways to
to use with the virtual laptop. use this in teaching (both students and instructors).
Participate in discussion or journal your answers to

Discuss Virtual Laptop Additional Resources

Do you have any questions now that you have used Whatis?com: IT Encyclopedia and Learning Center
virtual laptop? http://whatis.com
How do you think your students will react to this tool?
What ways do you think you will use virtual laptop in http://www.zdnet.com
ITE PC v4.0? HowStuffWorks: It's Good to Know
Other comments or thoughts about virtual laptop?
Q and A

Chapter 7: Printers Overview of the chapter contents, including
and Scanners student activities
student labs

prepare to teach

Chapter 7 Objectives Chapter 7 Labs

7.1 Describe the types of printers currently available
7.2 Describe the installation and configuration process
for printers
7.3 Describe the types of scanners currently available
7.4 Describe the installation and configuration process
for scanners
7.5 Identify and apply common preventive maintenance
techniques for printers and scanners
7.6 Troubleshoot printers and scanners

Introduction Types of Printers
Printers produce paper copies of electronic files. Computer technicians should know how to purchase,
Hard copies of computer documents remain important today. repair, or maintain a printer.
Scanners allow users to convert paper documents into A customer may request a technician to:
electronic files. Select a printer
Install and configure a printer
Troubleshoot a printer

Printers: Speed and Capacity Printers: Color and Quality

Printers available today are: The choice between a black-and-white printer and a
Laser printers using electrophotographic technology color printer depends on the needs of customers.
Inkjet printers using electrostatic spray technology A printer produces colors using subtractive mixing.
Dot matrix printers using impact technology The eye sees a color that reflects from the combination of colors
on the paper.
Used in applications that require multiple (“carbon”) copies Color wheel
The colors are cyan,
Printer speed is measured in pages per minute (ppm): magenta, yellow,
and black (CMYK).
Inkjet Printer 2 - 6 ppm
Laser Printer 8 - 200 ppm Quality is measured in
dots per inch (dpi).
Price of a printer reflects its capacity and speed
The more dpi,
the higher the resolution
Printers: Reliability and Cost Printer to Computer Interfaces
Factors of reliability include: To access a printer, a computer must have an interface with
Warranty it. The following are common interface types:
Scheduled servicing Serial data transfer is the movement of single bits of information
in a single cycle.
Mean time between failures (MTBF)
Serial ports are D-shell and are either male or female ports
Total Cost of Ownership (TCO) includes:
Parallel data transfer is the movement of multiple bits of
Initial purchase price information in a single cycle.
Cost of supplies, such as paper and ink Parallel data transfer is faster than serial data transfer
Price per page Small Computer System Interface (SCSI), pronounced “scuzzy”,
Maintenance costs uses parallel communication to achieve high data-transfer rates.
Warranty costs Universal Serial Bus (USB) is a common interface for printers and
other devices.
The amount of material to be printed
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The expected lifetime of the printer ITE PC v4.0
More Interface Types Laser Printers

A laser printer is a high-quality, fast printer that uses a laser beam to
Firewire is also known as i.LINK or IEEE 1394 and is a create an image.
high-speed, communication bus that is platform
The main components contained within a laser printer:
independent. Firewire devices are hot-swappable.
Toner cartridge
Ethernet is an interface for network printers, which are
Laser scanner
usually a resource shared on a network.
High-voltage power supply
Wireless printing technology: Paper transport mechanism
Infrared requires transmitters and receivers on both devices, a Transfer corona
clear line of sight between the transmitter and receiver, and a
Fuser assembly
maximum distance of 15 ft (4.5 m).
Control circuitry
Bluetooth technology uses an unlicensed radio frequency for
short-range communication. Ozone filter
Wi-Fi or IEEE 802.11 is a standard for wireless communication. NOTE: You should know the components of a laser printer and the
steps required to print a page.
Laser Printing Process WARNING
The laser printer process involves six steps to print The primary corona wire or grid, or the conditioning
information onto a single sheet of paper roller, can be very dangerous.
The voltage runs as high as -6000 volts.
Only certified technicians should work on the unit.
Before working inside a laser printer, you should make
sure that voltage is properly discharged.

Impact Printers Inkjet Printers

Impact printers form characters when the print head impacts Use ink-filled cartridges that spray ink onto a page through tiny
a printer tape or inked ribbon to create characters. (Daisy- holes, or nozzles. The ink is sprayed in a pattern on the page,
wheel and dot-matrix printers) one column of dots at a time.
Advantages: Produce high quality print
Uses inexpensive consumables Easy to use
Uses continuous feed paper Inexpensive compared to laser printers
Has copy printing ability Two types of inkjet nozzles:
(“carbon copies”)
Thermal - A pulse of electrical current is applied to heating chambers
Disadvantages: around the nozzles. The heat creates a bubble of steam in the
Noisy chamber which forces ink out through the nozzle.
Low resolution graphics A charge is applied to piezoelectric crystals, located in the ink
reservoir at the back of each nozzle. This charge causes the crystals
Limited color capability to vibrate. The vibration controls the flow of ink onto the paper.
Slow printing, normally 32 to 76 characters per second (cps)
Inkjet Printer Components Solid-ink Printers
A feeding mechanism draws paper in and the paper Use solid sticks of ink rather than toner or ink cartridges
passes by the print head where ink is sprayed onto it. The printing process:
Paper leaves the printer through the discharge Step 1: Cleaning
mechanism, and is wet for about 15 seconds. Step 2: Spraying
Step 3: Transferring
Advantages:
Produces vibrant color prints
Easy to use
Can use many different paper types
Disadvantages:
Expensive (the printer and ink)
Slow to warm up
Thermal Printers Dye-Sublimation Printers

A thermal printer uses chemically-treated paper that Also called thermal dye printers
becomes black when heated. Usually used in producing photo-quality images for graphic
printing
A thermal transfer printer uses heat-sensitive ribbon,
which the print head melts onto the paper. Uses solid sheets of ink that change directly from solid to gas
when heated, in a process called sublimating
Thermal printers have a longer life because there are few
moving parts. Advantages:
Very high quality images
Disadvantages:
Overcoat layer reduces smearing, increases moisture resistance
Paper is expensive
Paper has a short shelf life Disadvantages:
Images are poor quality Media can be expensive
Paper must be stored at They are better for color than for
room temperature grayscale (black and white)
Installation and Configuration of Printers How to Set Up a Printer
When purchasing a printer, the installation and 1. Check the box to ensure all required cables are
configuration information is usually supplied by the provided.
manufacturer: 2. Remove packing materials from the printer and plastic
inserts from the consumables.
An installation CD that
includes drivers, manuals, 3. Place printer in position. Ensure that the printer
and diagnostic software location will not cause overheating.
Also available as 4. Install paper trays.
downloads from the 5. Install paper.
manufacturer's website
6. Read and follow the instruction manual .
7. Connect cables.
8. Test print from computer.
Power and Connect the Printer Printer Driver

1. Connect the appropriate data cable to the Printer driver is the software program that enables the
communication port on the back of the printer. computer and the printer to communicate with each
other.
2. Attach the power cable to the printer and the
other end to an available electrical outlet. 1. Find out if a newer driver is
available on the
Warning: Never plug a printer into a UPS. The manufacturer’s website
power surge that occurs when the printer is
turned on will damage the UPS unit. 2. Download the driver files to
your computer
3. Install the driver
automatically or manually
4. Test the new printer driver

Printer Firmware Printer Memory
Firmware is a set of instructions stored on the printer Printer memory is used to buffer print jobs, create
to control how the printer operates. pages, or draw images for documents.
If printing problems occur or you need new features, Adding printer memory can improve printing speed and allow the
consider upgrading the printer's firmware. printer to handle more complex print jobs.
Download the upgrade file from the manufacturer's Print-job buffering is the ability of the printer to capture
website and run a setup file to install it. as much of the print job into its internal memory as
possible.
Consult the documentation for memory requirements:
Memory specifications
Memory population and availability

Upgrade Printer Memory Configuration Options and Defaults

1. Turn off the printer. Common printer settings:
2. Disconnect all cables. Paper type
3. Open the memory compartment. Print quality
4. Replace memory modules or add new modules. Color printing
5. Close the memory compartment. Black-and-white printing
6. Reconnect all cables. Grayscale printing
7. Power on printer. Paper size
8. Run a self-test. Paper orientation
9. Print a test page. Print layout
Duplex
Optimize Printer Performance Print a Test Page
Print spool settings Print a test page to verify the following:
You may store documents that are prepared for printing in a file The printer is operating properly
in RAM called the print spool. The driver software is installed and working correctly
Spooling programs allow the application you are printing from to The printer and computer are communicating
finish faster. You may also print directly to the printer.
To print a test page manually:
Printer calibration
Start > Printers and Faxes
You can adjust settings to match the colors seen on the screen
In the Printers and Faxes window, right-click the desired
and the colors on printed sheet.
printer and follow this path: Properties > General Tab >
Paper orientation Print Test Page
You can select landscape or portrait image layout. A dialog box will open, asking if the page printed correctly. If
it did not, then built-in Help will assist you in troubleshooting
the problem.

Print from an Application Test a Printer from the Command Line

To print from Notepad: Printing from the command line is limited to ASCII files
Start > Programs > Accessories > Notepad only, such as .txt and .bat files.
A blank document will open. To send a file to the printer from the command line, use
Enter some text in the document. this path: Start > Run
File > Print The Run box should pop up. Type cmd in the Run box,
and then click OK.
At the command line prompt, enter the following
command: Print thefile.txt

Test Printer from Printer Panel Sharing a Printer
Printer sharing enables multiple network users or clients
Most printers have a front
to access a printer. Windows 2000/XP installs the print
panel with controls to allow
sharing capability in the basic setup.
you to generate test pages.
This method of printing
enables you to verify the
printer operation separately
from the network or computer.
Consult the printer manufacturer's website or
documentation to learn how to print a test page from the
front panel of the printer.

Printer Sharing Types of Scanners

1. Click Start > Printers and
Faxes.
Technicians may be required to purchase, repair, or
maintain a scanner.
2. Right-click the printer and
choose Properties. The following are tasks
that a customer may
3. Select the Share tab. request:
4. Click the Share this printer Select a scanner
radio button. Install and configure a
5. Keep or change share name. scanner
Troubleshoot a scanner
6. Click Apply.
To connect to the shared printer from another computer:

Choose Start > Printers and Faxes > Add Printer
ITE PC v4.0
Follow the steps using the Add Printer Wizard ITE PC v4.0
Types of Scanners
Resolution and OCR
Scanners convert printed data or images into an
electronic data format that a computer can store or Features, quality, and speed of scanners vary.
process as required. Scanners typically create an RGB image that can be converted
into image formats such as JPEG, TIFF, Bitmap, and PNG.
A scanned image can be saved, modified, and even e-mailed as
you would with any other file. An RGB image has three channels: red, green, and blue.
Some scanners can create text documents using
optical character recognition (OCR).
Flatbed OCR software is used to convert a scanned printed page into
text that can be edited with a word processor.
scanner
Resolution of a scanner is measured in dots per inch (dpi).
Handheld Like printers, the higher the dpi, the better the quality of the
All-in-one scanner image.
scanner
Drum
ITE PC v4.0
scanner 37
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Chapter 7 © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public Chapter 7 © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Interfaces and Cables All-in-one Scanners

To allow communication of data, the scanner and An all-in-one device combines the
computer must have compatible interfaces. functionality of multiple devices into
one physical piece of hardware.
Interfaces and cables used for printers are typically the
same as those used for scanners. Scanner, Printer, Copier, and/or Fax
Advantages:
All devices are built in
Serial Low cost Disadvantages:
Parallel
(Centronics USB Firewire One upgrade for all devices One problem effects all
Easy connection and setup devices
and DB-25)
Uses one port for all devices Not designed for heavy use

Flatbed Scanners Handheld Scanners
Often used to scan books and photographs for archiving. Pass the scanner head across the surface you want to
Image is acquired by placing the document face down on scan.
the glass. The scanner head lies beneath the glass and When you want to scan an
moves along the item, capturing the image. item larger than the head of
Sheet feeders can be used with flatbed scanners to the handheld scanner, you
scan multiple pages automatically. must make more than one
pass to capture the full image
Maintenance: and then put the images back
Keep flatbed scanning glass clean. together to form a single image
Avoid placing items in the scanner that can scratch the glass. of the item that was scanned.

Drum Scanners Installation and Configuration

Produce a high-quality scanned image An installation CD that includes drivers, manuals, and
Usually used in commercial operations diagnostic software will be included with the scanner.
Being replaced by lower priced, high-quality flatbed scanners The same tools may also be available as downloads from the
manufacturer's website.
Still in use for high-end reproductions, such as archiving
photographs in museums
To scan an image using a drum scanner:
Attach the image to a revolving drum or load it into a supporting
canister.
Drum is rotated at high speed across optical scanners. Optical
scanners move slowly across the drum surface until the entire
image is captured. The captured image is then reproduced by the
computer as a digital image file.

Power and Connect a Scanner Install and Update Device Driver
Scanners can connect to a computer using a USB, FireWire, Once the scanner is connected and started, the computer
network, or parallel port. Some scanners may connect using a operating system may be able to discover the scanner
SCSI interface. through the Plug and Play (PnP) process.
Some scanners can draw all the power they need from the
USB or FireWire connector.
All-in-ones connect directly to AC power.
Scanners that do not include a printer can connect using an AC
power adapter.
After unpacking the scanner, connect the appropriate power
and data cables.
Install the driver software from the manufacturer.
CAUTION: Some scanners are packed for shipping with the
scanner assembly taped or blocked off to prevent damage in The manufacturer's website may provide more up-to-date
transport. software.
Configuration Options and Defaults Preventive Maintenance Techniques

A scanner may come with applications such as: Printers and scanners have many moving parts that
Graphic software for editing photographs and other images
can wear out over time or through extended use.
OCR software that converts text in an image to a text Moving parts can be affected by dust and other particles.
document Clean printers and scanners regularly to avoid
Configurations may include: downtime, loss of productivity, and high repair costs.
Color, grayscale, or black-and-white scanning
One-touch scanning into your choice of software
Quality and resolution choices
Sheet feeders
Color calibration between devices is important so
that you see true representations of color.
Printer Maintenance Printer Paper and Ink
Printers have many moving parts and require more The correct type of paper helps the printer operate
maintenance than most electronic devices. better.
CAUTION: Unplug the printer from the electrical source Types of printer paper available include inkjet and
before beginning maintenance. laser.
Techniques for maintaining printers: Some papers, especially photo paper and
Use manufacturer monitoring and diagnostic software. transparencies, have a right and wrong side marked by
Dot matrix printers have roller surfaces that you should clean an arrow on the package.
with a damp cloth.
Manufacturer will recommend the brand and type of ink
Inkjet printers have paper-handling mechanisms that may to use.
collect particles of paper over time. Wipe the area with a damp
cloth. If the wrong type of ink is used, the printer may not
Clean a laser printer with a special vacuum cleaner (not a work or the print quality may be reduced.
household type) if you spill the toner. Unplug a laser printer Do not refill ink cartridges because the ink may leak.
before cleaning it due to the high voltages.
Scanner Maintenance
Troubleshooting Printers and Scanners
The scanner surface should be kept clean. If the glass
becomes dirty, consult the manufacturer's user manual. Step 1 Gather data from the customer
To prevent liquid from leaking into the scanner case, do not Step 2 Verify the obvious issues
spray glass cleaner directly on the device. Dampen a cloth with
cleaner, and then apply gently to the glass. Step 3 Try quick solutions first
If the inside of the glass becomes dirty, check the Step 4 Gather data from the computer
manual for instructions on how to open the unit or
remove the glass from the scanner. Step 5 Evaluate the problem and implement the solution
If possible, clean both sides of the glass. Step 6 Close with the customer
When the scanner is not in use, keep lid
closed.
Never lay anything heavy on a scanner.
Store handheld scanners in a safe place.
1. Gather Data from the Customer 2. Verify the Obvious Issues
Customer information Some of the areas to investigate or have the customer
Company name, contact name, address, phone number confirm include:
Printer or scanner information Loose cable connections Out of paper
Manufacturer, model, OS, network environment, connection Errors on equipment display Printer queue
type
Errors on computer screen Paper jams
Description of problem
Equipment power Low ink warning
What were you doing when the problem was identified?
Can you print from an application?

3. Try Quick Solutions First 4. Gather Data from the Computer

Printer or scanner problems may be either in the The data gathered from the computer can be used to
hardware or the software. confirm the data obtained from the customer.
Quick hardware solutions to try: Ensure the correct printer is selected as default.
Restart the printer or scanner Restart the computer Check that the correct services are running.
Ensure printer doors are closed Reconnect the cables
Check print monitor.
Check printer for paper jams Reseat paper in trays
Ensure there are no hardware issues in Device
Open and close printer trays
Manager.
Quick software solutions to try:
Ensure the printer or scanner is configured correctly in
Print from another application the Control Panel.
Remove all print jobs from the queue: Start > Printers and
Faxes > double-click the printer > Printer > Cancel All
Documents
5. Evaluate Problem & Implement Solution 6. Close with the Customer
If necessary, research and prioritize other possible solutions, Closing with the customer is the final step in the
from the easiest to implement to the most difficult.
troubleshooting process.
Go to the manufacturer's website to get the most recent Complete the work order.
information about the printer or scanner:
Communicate what the problem was and how it was fixed.
Known issues with hardware
Have the customer test the solution and verify that the printer or
Latest version of the drivers scanner is working correctly.
Proper driver for software platform
Complete all documentation and prepare an invoice for
Latest version of utilities and software the customer, if applicable.
FAQs Include the problem, the solution, the time it took to resolve the
problem, and your contact information.
Note: Try each solution one at a time. If a solution is tried and
the problem is not fixed, then the technician should totally
reverse the attempted solution before proceeding to the
next step.
Common Problems and Solutions Chapter 7 Summary

Printers and Scanners
Problem Symptom Possible Solution Types and sizes of printers and scanners
Delete the print job from the Capabilities, speeds, and uses
Printer will not print
queue and print again
Connection types, cables, and interfaces
Printer is printing unknown Uninstall and reinstall the Installing and sharing printers
characters print driver
Installing scanners
Laser printer prints lines or

Replace the toner cartridge
streaks on every page

Additional Resources
Whatis?com: IT Encyclopedia and Learning Center
http://whatis.com
http://www.zdnet.com Q and A
HowStuffWorks: It's Good to Know
ITE PC v4.0
Chapter 8: Overview of the chapter contents, including
Networks student worksheets
student activities
student labs


Chapter 8 Objectives Chapter 8 Worksheets, Activities, and Labs

8.1 Explain the principles of networking
8.1.2 Activity: Advantages and Disadvantages of Networking
8.2 Describe types of networks
8.3 Describe basic networking concepts and technologies
8.2.3 Activity: Network Types
8.4 Describe the physical components of a network 8.3.2 Worksheet: Identify IP Address Classes
8.5 Describe LAN topologies and architectures
8.3.4 Activity: Network Protocols
8.6 Identify standards organizations
8.7 Identify Ethernet standards 8.8.3 Activity: OSI Model
8.8 Explain OSI and TCP/IP data models 8.9.1 Worksheet: Internet Search for NIC Drivers
8.9 Describe how to configure a NIC and a modem
8.9.2 Lab: Configure an Ethernet NIC to use DHCP
8.10 Identify names, purposes, and characteristics of other technologies used to
establish connectivity 8.10.3 Worksheet: Answer Broadband Questions
8.11 Identify and apply common preventive maintenance techniques used for
networks 8.12.2 Worksheet: Diagnose a Network Problem
8.12 Troubleshoot a network
Introduction Principles of Networking
Networks are systems that are formed by links.
Chapter 8 is an overview of network principles,
standards, and purposes People use different types of networks every day:
Mail delivery system
It covers the following types of networks: Telephone system
Local Area Network (LAN) Public transportation system
Wide Area Network (WAN) Corporate computer network
Wireless LAN (WLAN) The Internet
These topics are covered:
Network topologies, protocols, and logical models Computers can be linked by networks to share data and
resources.
Hardware needed to create a network
A network can be as simple as two computers
Configuration, troubleshooting, and preventive maintenance
connected by a single cable or as complex as hundreds
Network software, communication methods, and hardware of computers connected to devices that control the flow
relationships of information.
Computer Networks Benefits of Networking

Network devices include:
Desktop and laptop computers
Fewer peripherals
needed
Printers and scanners
PDAs and Smartphones Increased
File and print servers
communication
capabilities
Resources shared across networks include:
Services, such as printing or scanning Avoid file duplication
Storage devices, such as hard drives or optical drives
and corruption
Applications, such as databases Lower cost licensing
Different types of network media: Centralized
Copper cabling administration
Fiber-optic cabling Conserve resources
Wireless connection
Types of Networks Local Area Network (LAN)
A computer network is identified by: A group of interconnected
The type of media used to connect the devices computers that is under the
The type of networking same administrative control.
devices used Can be as small as a single
How the resources are local network installed in a
managed home or small office.
How the network is Can consist of
organized interconnected local
networks consisting of
How the data is stored many hundreds of hosts,
The area it serves installed in multiple
buildings and locations.
Wide Area Network (WAN) Wireless LAN (WLAN)

A WAN connects LANs in geographically separated Wireless devices are used to transmit and receive
locations. data using radio waves.
A WAN covers a much larger Wireless devices connect to access points within a
area than a LAN. specified area.
The Internet is a large WAN. Access points connect to the
network using copper cabling.
Telecommunications service
providers (TSP) are used to WLAN coverage can be limited
interconnect these LANs at to the area of a room, or can
different locations. have greater range.
You can share resources such
as files and printers, and access
the Internet on a WLAN.
Peer-to-Peer Networking Disadvantages of Peer-to-Peer
Share files, send messages, and print to a shared printer. Without centralized network administration, it is difficult
Each computer has similar capabilities and to determine who controls network resources.
responsibilities. Without centralized security, each computer must use
Each user decides which data and devices to share. separate security measures for data protection.
No central point of control in the network. More complex and difficult to manage as the number
of computers on the network increases.
Best if there are ten or fewer computers.
Without centralized data storage, data backups must
be performed by users.

Client/Server Network Networking Concepts and Technologies

Client/server network model provides security and A computer technician is required to configure and
control for the network. troubleshoot computers on a network.
Client requests information or services from the server. A computer technician should understand IP
addressing, protocols, and other network concepts.
Server provides the requested information or service.
Servers are maintained by network administrators.
Data backups and security measures
Control of user access to network resources
Centralized storage and services include:
Data stored on a centralized file server
Shared printers managed by a print server
Users have proper permissions to access data or printers
Bandwidth Three Modes of Transmission
amount of data that can Data is transmitted in one of three modes:
be transmitted within a 1. Simplex (Unidirectional transmission) is a single, one-way
fixed time period transmission.
measured in bits per Example: The signal sent from a TV station to your TV.
second and is usually 2. Half-duplex allows data to flow in one direction at a time.
denoted by the following: Simultaneous transmission in two directions is not allowed.
bps - bits per second Example: Two-way radios, police or emergency mobile radios
Kbps - kilobits per 3. Full-duplex allows data to flow in both directions at the same
second time.
Mbps - megabits per Bandwidth is measured in only one direction. 100 Mbps full-duplex
second means a bandwidth of 100 Mbps in each direction.
Broadband technologies, such as digital subscriber line (DSL) and
cable, operate in full-duplex mode.
IP Address IP Address Classes

An IP address is a unique number that is used to identify a Class A
network device. Large networks, implemented by large companies and some
An IP address is represented as a 32-bit binary number, countries
divided into four octets (groups of eight bits): Class B
Example: 10111110.01100100.00000101.00110110 Medium-sized networks, implemented by universities
An IP address is also represented in a dotted decimal Class C
format.
Small networks, implemented by ISP for customer subscriptions
Example: 190.100.5.54
Class D
When a host is configured with an IP address, it is entered as
a dotted decimal number, such as 192.168.1.5. Special use for multicasting
Unique IP addresses on a network ensure that data can be Class E
sent to and received from the correct network device. Used for experimental testing
Subnet Masks IP Address Configuration
Used to indicate the network portion of an IP address Manual configuration
Is a dotted decimal number Manually configure each device with the proper IP address and
Usually, all hosts within a broadcast domain of a LAN subnet mask.
(bounded by routers) use the same subnet mask. Dynamic configuration
The default subnet masks for three classes of IP addresses: A Dynamic Host Configuration Protocol (DHCP) server
automatically assigns IP addresses to network hosts.
255.0.0.0 is the subnet mask for Class A
255.255.0.0 is the subnet mask for Class B Network Interface Card (NIC) is the hardware that enables a
computer to connect to a network and it has two addresses:
255.255.255.0 is the subnet mask for Class C
The IP address is a logical address that can be changed.
If an organization owns one Class B network but needs to
provide IP addresses for four LANs, the organization will The Media Access Control (MAC) address is "burned-in" or
permanently programmed into the NIC when manufactured.
subdivide the Class B network into four smaller parts by using The MAC address cannot be changed.
subnetting, which is a logical division of a network. The subnet
mask specifies how it is subdivided.
Dynamic Host Configuration Protocol

(DHCP) DHCP Process and Advantages
DHCP automatically DHCP process:
provides computers with an 1. DHCP server receives a request from a host.
IP address. 2. Server selects IP address information from a database.
The DHCP server can 3. Server offers the addresses to requesting host.
assign these to hosts: 4. If the host accepts the offer, the server leases the IP
IP address address for a specific period of time.
Subnet mask Advantages of DHCP:
Default gateway Simplifies the administration of a network
Domain Name System (DNS)
server address
Reduces the possibility of assigning duplicate or invalid
addresses

Configure Host to Use DHCP Internet Protocols
Configure the host to "Obtain an IP address automatically" A protocol is a set of rules.
in the TCP/IP properties of the NIC configuration Internet protocols are sets of rules governing communication
window within and between computers on a network.
Many protocols consist of a suite (or group) of protocols
stacked in layers. These layers depend on the operation of
the other layers in the suite to function properly.
The main functions of protocols:
Identifying errors
Compressing the data
Deciding how data is to be sent
Addressing data
Deciding how to announce sent and received data
Common Network Protocols Internet Control Message Protocol (ICMP)

Protocols used for browsing the web, sending and receiving Internet Control Message Protocol (ICMP) is used by
e-mail, and transferring data files devices on a network to send control and error
Description messages to computers and servers.
TCP/IP A protocol used to transport data on the Internet.
PING (Packet Internet Groper) is a simple command
NETBEUI A small, fast protocol designed for a workgroup network that
NETBIOS requires no connection to the Internet. line utility used to test connections between computers
IPX and Used to determine whether a specific IP address is accessible.
A protocol used to transport data on a Novell Netware network.
SPX
HTTP and
A protocol that defines how files are exchanged on the Web. Used with either the hostname or the IP address.
HTTPS
FTP A protocol that provides services for file transfer and manipulation. Works by sending an ICMP echo request to a destination
SSH A protocol that is used to connect computers together securely. computer.
Telnet A protocol that uses a text-based connection to a remote computer. Receiving device sends back an ICMP echo reply message.
POP A protocol used to download email messages from an email server.
IMAP A protocol used to download email messages from an email server.
SMTP A protocol used to send mail in a TCP/IP network.
Ping Command Switches Output of the Ping Command
Four ICMP echo requests (pings) are sent to the
destination computer to determine the reliability and
reachability of the destination computer.
These command line switches (options) can be used

with the ping command.
Physical Network Components Hubs

Network devices:
Computers
Hubs
Switches
Routers Extend the range of a signal by receiving then
Wireless access points regenerating it and sending it out all other ports
Network media: Traffic is sent out all ports of the hub
Twisted-pair copper cabling Allow a lot of collisions on the network segment and
Fiber-optic cabling are often not a good solution
Radio waves Also called concentrators because they serve as a
central connection point for a LAN
Bridges and Switches Routers
A packet, along with its MAC address information, is
called a frame.
LANs are often divided into sections called segments
bounded by bridges.
A bridge has the intelligence to determine if an Routers are devices that connect entire networks to
incoming frame is to be sent to a different segment, or each other.
dropped. A bridge has two ports. Use IP addresses to forward packets to other networks.
A switch (multiport bridge) has Can be a computer with special network software installed.
several ports and refers to a Can be a device built by network equipment manufacturers.
table of MAC addresses to
Contain tables of IP addresses along with optimal routes to
determine which port to use to other networks.
forward the frame.
Wireless Access Points Multipurpose Devices

Perform more than one function.
Provide network access to
wireless devices such as More convenient to purchase and
laptops and PDAs. configure just one device.
Use radio waves to Combines the functions of a switch,
communicate with radios in a router and a wireless access point
computers, PDAs, and other into one device.
wireless access points. The Linksys 300N is an example of a
Have limited range of multipurpose device.
coverage.

Twisted-Pair Cabling Two Basic Types of Twisted-Pair Cables
A pair of twisted wires forms a circuit that transmits data. Unshielded twisted-pair (UTP)
Has two or four pairs of wires
The twisted wires provide protection against crosstalk
(electrical noise) because of the cancellation effect. Relies on the cancellation effect for reduction of interference
caused by electromagnetic interface (EMI) and radio
Pairs of copper wires are encased frequency interference (RFI)
in color-coded plastic insulation Most commonly used cabling in networks
and twisted together.
Has a range of 328 ft (100 meters)
An outer jacket, called poly-vinyl
Shielded twisted-pair (STP)
chloride (PVC), protects the
bundles of twisted pairs. Each pair is wrapped in metallic foil to better shield the wires
from electrical noise and then the four pairs of wires are then
wrapped in an overall metallic braid or foil.
Reduces electrical noise from within the cable.
Reduces EMI and RFI from outside the cable.
Category Rating Coaxial Cable

UTP comes in several categories that are based on two A copper-cored network cable surrounded by a heavy
factors: shielding
The number of wires in the cable
Types of coaxial cable:
The number of twists in those wires
Thicknet or 10Base5 - Coax cable that was used in networks
Category 3 is used for telephone connections. and operated at 10 megabits per second with a maximum
length of 500 m
Category 5 and Category 5e have are the most
common network cables used. Thinnet or 10Base2 - Coax cable that was used in networks
and operated at 10 megabits per second with a maximum
Category 6 cable has higher data rate than the Cat 5 length of 185 m
cables. RG-59 - Most commonly used for cable television in the US
RG-6 - Higher quality cable than RG-59 with more bandwidth
and less susceptibility to interference

Fiber-Optic Cable Two Types of LAN Topologies
A glass or plastic strand that transmits
information using light and is made up of
Physical topology is the
one or more optical fibers enclosed together
in a sheath or jacket. physical layout of the
components on the
Not affected by electromagnetic or radio network
frequency interference.
Signals are clearer, can go farther, and have
greater bandwidth than with copper cable.
Usually more expensive than copper cabling Logical topology
and the connectors are more costly and determines how the hosts
harder to assemble. access the medium to
Two types of glass fiber-optic cable: communicate across the
network
Multimode and Single-mode
LAN Physical Topologies Bus Topology

A physical topology defines the way in which computers, Each computer connects
printers, and other to a common cable
devices are Cable connects one
connected to a computer to the next
network.
Ends of the cable have a terminator installed to
Bus prevent signal reflections and network errors
Ring Only one computer can transmit data at a time or
Star frames will collide and be destroyed
Hierarchical star Bus topology is rarely used today. Possibly suitable for
Mesh a home office or small business with few hosts

Ring Topology Star Topology
Hosts are connected in a physical ring or circle. Has a central connection point:
The ring has no beginning or end, so the cable does not a hub, switch, or router
need to be terminated. Hosts connect directly to the
A special frame, a token, travels central point with a cable
around the ring, stopping at each Costs more to implement than
host. the bus topology because more
The advantage of a ring topology cable is used, and a central
is that there are no collisions. device is needed
There are two types of ring Easy to troubleshoot, since each host is connected to
topologies: the central device with its own wire.
Single-ring and Dual-ring

Hierarchical or Extended Star Topology Mesh Topology

A star network with an additional networking device Connects all devices to each other
connected to the main networking device to increase Failure of any cable will not affect the network
the size of the network.
Used in WANs that interconnect LANs
Used for larger networks
Expensive and difficult to install
because of the amount of cable
needed
The Internet is an example of
a mesh topology
Often used by governments
when data must be available
in the event of a partial network
failure
Logical Topologies LAN Architecture
The two most common types of logical topologies are Is the overall structure of a computer or communication
broadcast and token passing. system.
In a broadcast topology, there is no order that the Designed for a specific use and have different speeds
hosts must follow to use the network – it is first come, and capabilities.
first served for transmitting data on the network. Describes both the physical and logical topologies used
Token passing controls network access by passing an in a network.
electronic token sequentially to each host. When a host The three most common LAN architectures:
receives the token, it can send data on the network. If Ethernet
the host has no data to send, it passes the token to the Token Ring
next host and the process repeats itself.
Fiber-Distributed
Data Interface (FDDI)

Ethernet Token Ring

Based on the IEEE 802.3 standard, which specifies Reliable network architecture
that a network use the Carrier Sense Multiple Access Originally developed by IBM
with the Collision Detection (CSMA/CD) access control
method. Based on the token-passing
access control method
Hosts access the network using the first come, first served
broadcast topology method to transmit data. Often integrated with IBM
Standard transfer rates mainframe systems
10 Mbps (Ethernet) “10Base-T” Used with smaller computers and mainframes
100 Mbps (FastEthernet) “100Base-T” Physically, a star-wired ring because the outer appearance
1000 Mbps = 1 Gbps (Gigabit Ethernet) “1000Base-T” of the network design is a star
Inside the device, wiring forms a circular data path,
creating a logical ring
Standards Organizations
Fiber Distributed Data Interface (FDDI) Name Type Standards Established
A type of Token Ring network ITU Telecommunication one of the three Sectors of Standards covering all
Became ITU-T in
ITU-T Standardization Sector the International fields of
Often used for LANs, connecting several buildings in
1992
(formerly CCITT) Telecommunication Union telecommunications
an office complex or on a university campus Institute of Electrical and A non-profit, technical

Standards for the
IEEE computer and electronics 1884
Runs on fiber-optic cable Electronics Engineers professional association
industry
International A network of the national Promote the development

High-speed performance combined with token-passing ISO Organization for standards institutes of 157 of international standards 1947
Standardization countries agreements
advantage Oversees the technical
Internet Architecture A committee; an advisory and engineering 1979; first named
IAB
Runs at 100 Mbps with a primary and secondary ring Board body development of the
Internet
ICCB
topology International Standards for all

IEC Electrotechnical Global organization electrical, electronic, and 1906
Normally, traffic flows only on the primary ring and uses Commission related technologies
American National Private, non-profit Seeks to establish

a secondary ring is a backup. ANSI Standards Institute organization consensus among groups
1918
FDDI dual ring supports up to 500 computers per ring Telecommunications

Industry Association / Standards for voice and
After the
deregulation of the
TIA/EIA Electronic Industries
Trade associations
data wiring for LANs U.S. telephone
ITE PC v4.0 ITE PC v4.0 Alliance industry in 1984
Ethernet Standards Cabled Ethernet Standards

Ethernet protocols describe the rules that control how IEEE 802.3 Ethernet standard specifies that a network implement
communication occurs on an Ethernet network. the CSMA/CD access control method.
In CSMA/CD operation:
The 802.2 standard defines how a device addresses All end stations "listen" to the network wire for clearance to send data.
other devices on the medium.
When the end station detects that no other host is transmitting, the
The 802.3 standard defines end station will attempt to send data.
the methodology that devices If no other station sends any data at the same time, this transmission
will arrive at the destination computer successfully.
must use when they use the
media. If another end station transmits at the same time, a collision will occur
on the network media.
The 802.11x standards define The first station that detects the collision, sends out a jam signal to tell
how wireless devices all stations to stop transmitting and to run a backoff algorithm.
communicate using radio All stations stop transmitting and re-try after a random period of time.
waves.
10BASE-T 100BASE-TX “FastEthernet”
10BASE-T is an Ethernet technology that uses a star topology. Has a theoretical bandwidth of 100 Mbps.
The ten (10) represents a speed of 10 Mbps.
The "X" indicates different types of copper and fiber-optic
BASE represents baseband transmission. can be used.
The T represents twisted-pair cabling.
Advantages of 100BASE-TX:
Advantages of 10BASE-T:
Transfer rates of 100BASE-TX are ten times that of 10BASE-T
Installation is inexpensive compared to fiber-optic installation.
100BASE-X uses twisted-pair, inexpensive and easy to install
Cables are thin, flexible, and easier to install than coaxial
cabling. Disadvantages of 100BASE-TX:
Equipment and cables are easy to upgrade. Maximum length for a 100BASE-TX segment is 329 ft (100 m).
Disadvantages of 10BASE-T: Cables are susceptible to Electromagnetic Interference (EMI).
The maximum length for a 10BASE-T segment is 328 ft (100 m).
Cables are susceptible to Electromagnetic Interference (EMI).
1000BASE-TX “Gigabit Ethernet” Wireless Ethernet Standards

Advantages of 1000BASE-T: IEEE 802.11 is the standard that specifies connectivity
1 Gbps is ten times faster than Fast Ethernet and 100 times for wireless networks.
faster than Ethernet.
Wi-Fi (wireless fidelity), refers to the 802.11 family
Increased speed makes it possible to implement bandwidth-
802.11 (the original specification)
intensive applications, such as live video.
802.11b
The 1000BASE-T architecture has interoperability with 10BASE-
T and 100BASE-TX. 802.11a
Disadvantages of 1000BASE-T: 802.11g
Maximum length for a 1000BASE-T segment is 328 ft (100 m). 802.11n
It is susceptible to interference. These protocols specify the frequencies, speeds, and other
capabilities of the different Wi-Fi standards.
Gigabit NICs and Switches are expensive.
Additional equipment is required.
IEEE 802.11a WLAN Standard IEEE 802.11b WLAN Standard
Allows data rates as high as 54 Mbps Operates in the 2.4 GHz frequency range
Devices operate in the 5 GHz radio frequency range Maximum theoretical data rate of 11 Mbps, but typically
about 6.5 Mbps
Avoids some interference issues of 802.11b
Average range of approximately 100 ft (30 m) at 11
802.11a is not backward compatible to 802.11b
Mbps and 295 ft (90 m) at 1 Mbps
Dual mode wireless NICs are available
Range fluctuates depending on the operational speed.
802.11a has a range of approximately 100 ft (30 m)
Signal quality dictates the operational speed of 802.11b.
Bluetooth devices, cordless phones, and even
microwave ovens operate in the 2.4 GHz band, possibly
causing interference.

IEEE 802.11g and 802.11n Wireless Ethernet Standards

802.11g Bandwidth Frequency Range Interoperability
Allows data rates as high as 54 Mbps
Not interoperable with
100 feet
Operates in the same 2.4 GHz spectrum as 802.11b 802.11a Up to 54 Mbps 5 GHz band
(30 meters)
802.11b, 802.11g, or
802.11n
802.11g is backward compatible with 802.11b
Interoperability among all speeds (a, b, g) exists 100 feet Interoperable with
802.11b Up to 11 Mbps 2.4 GHz band
(30 meters) 802.11g
Average range of approximately 100 ft (30 m)
802.11n 802.11g Up to 54 Mbps 2.4 GHz band
100 feet Interoperable with
(30 meters) 802.11b
Has a theoretical bandwidth of 540 Mbps
Operates in either the 2.4 GHz or 5 GHz frequency range 802.11n 164 feet Interoperable with
Up to 540 Mbps 2.4 GHz band
(Pre-standard) (50 meters) 802.11b and 802.11g
Maximum range of 164 ft (50 m)
Expected approval for 802.11n is April 2008 or earlier 2.4 GHz band
802.15.1 Up to 2 Mbps or 5 GHz
30 feet Not interoperable with
Bluetooth (10 meters) any other 802.11
band
OSI and TCP/IP Data Models The TCP/IP Reference Model
Architectural model Frame of reference used to develop the Internet's protocols
Separates functions of protocols into manageable layers Consists of layers that perform functions necessary to
Each layer performs a specific function in network prepare data for transmission over a network
communication
Description Protocols
TCP/IP model HTTP, HTML,
Provides network services to user
A four-layer model that explains the TCP/IP suite of protocols Application applications Telnet, FTP, SMTP,
DNS
TCP/IP is the dominant standard for transporting data across Provides end-to-end management of data
networks Transport and divides data into segments
TCP, UDP
Open Systems Interconnect (OSI) model Provides connectivity between hosts in the
Internet network
IP, ICMP, RIP, ARP
Standards defining how devices communicate on a network
Ensures interoperability between network devices Network Describes the standards that hosts use to
Access access the physical media
The OSI Model The OSI Model

Layer Description
The OSI model is an industry standard framework that is
used to divide network communications into seven Application 7 Responsible for network services to applications
layers. Transforms data formats to provide a standard interface

Presentation 6 for the Application layer
Although other models exist, most network vendors Establishes, manages and terminates the connections
Session 5 between the local and remote application
today build their products using this framework.
Provides reliable transport and flow control across a
A protocol stack is a system that implements protocol Transport 4 network
behavior using a series of layers. Network 3
Responsible for logical addressing and the domain of
routing
Protocol stacks can be implemented either in hardware or
Provides physical addressing and media access
software, or in a combination of both. Data Link 2 procedures
Typically, only the lower layers are implemented in hardware, Physical 1
Defines all the electrical and physical specifications for
and the higher layers are implemented in software. devices
Remember the OSI layers with this mnemonic:

"Please Do Not Throw Sausage Pizza Away"
Compare OSI and TCP/IP Models Configuring a NIC and a Modem
Install the NIC and the driver.
NIC
If necessary, download an updated driver from the
manufacturer.
Connect the computer to
the network.
Also, you may need to
install a modem to
connect to the Internet.
Modem

Install or Update a NIC Driver Install or Update a NIC Driver

Manufacturers publish new driver software for NICs
Alternatively, you can click the
May enhance the functionality of the NIC Update Driver button in the
May be needed for operating system compatibility toolbar of the Device
Manager.
Install a new driver
Disable virus protection software After updating the driver,
reboot the computer.
Install only one driver at a time
If a new NIC driver does not
Close all applications that are running so that they are not
perform as expected after it
using any files associated with the driver update.
has been installed, the driver
Visit the manufacturer's website and download a self- can be uninstalled, or rolled
extracting executable driver file that will automatically back, to the previous driver.
install or update the driver

Attach Computer to Existing Network Configure the NIC
Plug a network cable into the The computer will now need an IP address.
network port on the computer. If the computer does not acquire an IP address from a DHCP
Plug the other end into the server, you will need to enter a unique IP address in the TCP/IP
properties of the NIC.
network device or wall jack.
Click Start > Control Panel > Network Connections > Local
After connecting the network Area Connection
cable, look at the LEDs, or link Every NIC must be configured with the following information:
lights, next to the Ethernet port
The same protocol must be implemented between any two
on the NIC.
computers that communicate on the same network.
If there is no activity, you may The IP address must be unique to each device and can be
have to replace a faulty cable, configured manually or dynamically.
a faulty hub port, or even a The MAC address is a unique address assigned by the
faulty NIC to correct the manufacturer and cannot be changed.
problem.
What is the Assigned IP Address? Test Connectivity Using Ping

If you do not know your IP address yet, use the ipconfig Ping your own IP address to make sure your NIC is
program, to find it. working properly.
Ping your default gateway or another computer on your
network.
Ping a popular website.
If you cannot ping one
of these items, you may
need to begin
troubleshooting.

Modem Installation Dial-up Networking (DUN)
A modem is an electronic device that transfers data When computers use the public telephone system to
between one computer and another using analog signals communicate, it is called dial-up networking (DUN).
over a telephone line. Modems communicate with each other using audio tone
A transmitting modem converts digital data to analog signals, signals. DUN creates a Point-to-Point Protocol (PPP)
called modulation. connection between two computers over a phone line.
The receiving modem reconverts the analog signals back to After the line connection has been established, a
digital data, called demodulation. "handshaking sequence" takes place between the two
An internal modem plugs into an expansion slot on the modems and the computers.
motherboard and a software driver is installed. The digital signals from the computers must be converted to
an analog signal to travel across telephone lines. They are
External modems connect to a computer through the
converted back to the digital form, 1s and 0s, by the
serial and USB ports and also require a software driver. receiving modem so that the receiving computer can process
the data.
AT Commands Other Types of Connectivity

AT (“Attention”) Commands - commands for modems
Function Phone, cable, satellite, and private telecommunications
AT modem
Attention code that the
precedes all modem action commands
companies provide Internet connections.
Most software uses Hayes-compatible command
set.
AP Dial the phone number, xxxxxxx, using pulse dialing In the 1990s, low-speed modems used the plain old
Thexxxxxxx
ATDT AT command set isnumber,
Dial the phone usedxxxxxxx,
to issue dial,
using tonehang
dialing up, telephone system (POTS) to send and receive data.
reset,
ATA and other instructions
Answer to the modem.
the phone immediately Today, many businesses and home users have switched
ATHO Hang
Most modem up manuals
user the phone list
immediately
the AT command set. to high-speed Internet connections, which allows for
ATZ Reset the modem to its power up settings transmission of data, voice and video.
The Standard Hayes compatible code to dial is
ATF
ATDxxxxxxxReset modem parameters and settings to the factory defaults
AT+++ Break the signal, change from data mode to command mode
Usually no spaces in an AT string.
P Signifies pulse dialing
The "x" signifies the number dialed.
T Signifies tone dialing
Seven
W digitsIndicates
for a local
that call and 11will
the modem digits
wait for long-distance.

Integrated Services Digital Network (ISDN) ISDN Types
A standard for sending voice, video, and data over telephone
Type Description
wires.
ISDN Basic Rate Interface offers a dedicated 128 Kbps
Provides higher-quality voice and higher-speed data transfer
connection using two 64 Kbps B channels. ISDN BRI also
than traditional analog telephone service. BRI
uses on 16 Kbps D channel for call setup, control, and
Three services offered by ISDN digital connections: Basic teardown.
Rate Interface (BRI), Primary Rate Interface (PRI), and
ISDN Primary Rate Interface offers up to 1.544 Mbps over
Broadband ISDN (BISDN). 23 B channels in North America and Japan or 2.048 Mbps
PRI
ISDN uses two different types of communications channels: over 30 B channels in Europe and Australia. ISDN PRI also
uses one D channel for call maintenance.
"B" channel is used to carry the information - data, voice, or
video. Broadband ISDN manages different types of service all at
"D" channel is usually used for controlling and signaling, but can BISDN the same time. BISDN is mostly used only in network
be used for data. backbones.

Digital Subscriber Line (DSL) DSL Types

An "always-on" technology; there is no need to dial up Type Description
each time to connect to the Internet. Asymmetric DSL is most common. Downstream speed from
ADSL 384 Kbps to 6 Mbps. Upstream speeds lower than downstream
Uses the existing copper telephone lines to provide speeds.
high-speed data communication between end users
and telephone companies. HDSL
High Data Rate DSL provides equal bandwidth in both
directions.
Asymmetric DSL (ADSL) is currently the most
commonly used DSL technology. SDSL
Symmetric DSL provides the same speed, up to 3 Mbps, for
uploads and downloads
Has a fast downstream speed, typically 1.5 Mbps.
Upload rate of ADSL is slower. Very High Data Rate DSL is capable of bandwidths between 13
VDSL
and 52 Mbps downstream, and 16 Mbps upstream.
Not the best solution for hosting a web server or FTP server.
ISDN DSL is DSL over ISDN lines. Uses ordinary phone lines.
IDSL
Requires ISDN adapters
Power Line Communication (PLC) Broadband Connectivity
Uses power distribution wires (local electric grid) to Broadband is a technique used to transmit and receive
send and receive data. multiple signals using multiple frequencies over one
cable.
May be available in areas without any other service.
Broadband uses a wide range of frequencies that may
Is faster than an analog modem.
be further divided into channels.
May cost less than other high-speed connections.
Some common broadband network connections
Will become more common in time. include:
Can be used in a home or office environment through Cable
an electrical outlet. Digital Subscriber Line (DSL)
Can control lighting and appliances. Integrated Services Digital Network (ISDN)
Satellite

Cable Modem DSL Modem and Filter

A cable modem connects your computer to the cable Voice and data signals are carried
company using the same coaxial cable that connects to on different frequencies on the
your cable television. copper telephone wires.
You can connect the computer directly into the cable modem. A filter is used to prevent DSL signals from interfering
You can connect a router, switch, hub, or multipurpose network with phone signals. Plug the filter into a phone jack and
device so multiple computers can share the Internet connection. plug the phone into the filter.
The DSL modem does not need a filter. A DSL modem
can connect directly to your computer,
or it can be connected to a networking device to share
the Internet connection between multiple computers.

A Typical ISDN Connection Broadband Satellite
ISDN uses multiple channels and can carry voice,
Uses a satellite dish for two-way
video, and data;
communication.
therefore, it is
considered a type Download speeds are typically up to
of broadband. 500 Kbps, while uploads are closer
to 56 Kbps.
People in rural areas often use
satellite broadband because it is a
faster connection than dial-up and no
other broadband connection may be
available.

Voice over IP (VoIP) Preventive Maintenance for Networks

Is a method used to carry telephone calls over data Common preventive maintenance techniques should
networks and the Internet. continually be performed for a network to operate properly.
Converts the analog signals of voices into digital Keep network rooms clean and change air filters often.
information that is transported in IP packets. Checking the various components of a network for wear.
Can also use an existing IP network to provide access Check the condition of network cables because they are often
moved, unplugged, and kicked.
to the public switched telephone network (PSTN).
Label the cables to save troubleshooting time later. Refer to
Depends on a reliable Internet connection. When a wiring diagrams and always follow your company's cable
service interruption occurs the user cannot make phone labeling guidelines.
calls. AC power adapters should be checked regularly.
The uninterruptible power supply (UPS) should be tested
to ensure that you have power in the case of an outage.

Step 1 Gather data from the Customer information
customer Company name, contact name, address, phone number
Step 2 Verify the obvious issues Computer configuration

Step 3 Try quick solutions first Operating system, protection software, network environment,
connection type
Step 4 Gather data from the Use a work order to collect information
computer
Description of problem
Step 5 Evaluate the problem
and implement the solution
What type of network connection is your computer using?
Step 6 Close with the customer Closed-ended questions
Can you access the Internet?

Examine the most obvious causes of a problem. Check that all cables are connected to the proper
Check that the network cables are properly connected. locations.
If a cable is not connected properly or if a NIC is Unseat and then reconnect cables and connectors.
improperly installed or configured, the LED link lights Reboot the computer or network device.
on the NIC will not light.
Login as a different user.
Check the wireless access point signal strength in your
network client software. Repair or re-enable the network connection.
Use the ipconfig tool to make sure that the computer Contact the network administrator.
has a valid, unique IP address. Check for errors in the
subnet mask and default gateway address.

Ping is used to check network connectivity. It sends a You may need to conduct further research
packet to the specified address and waits for a reply.
Problem solving experience
Nslookup is used to query Internet domain name
server. It returns a list of hosts in a domain or the Other technicians
information for one host. Internet search and technical websites
Tracert is used to determine the route taken by packets News groups and online forums
when they travel across the network. It shows where
communications between your computer and another Manufacturer FAQs
computer are having difficulty. Computer and device manuals
Net View is used to display a list of computers in a
workgroup. It shows the available shared resources on
a network.

When you are confident that the problem is resolved:
Document the customer information, problem description,
and steps to resolve the issue in the work order.
Computer is not able to Check DNS settings, hardware
Explain to the customer how you solved the problem . connect to a popular website. and/or software firewall settings.
Let the customer verify that the problem has been solved.
Computer has an IP address Check to make sure the DHCP server
Complete all documentation including sales orders, time of 169.254.x.x. is operational and can be pinged.
logs, and receipts.
Computer is not able to
Complete the work order. connect to the network.
Check for loose network cables.
Update the repair journal. You can use the notes from the
journal for future reference. Computer is not able to print Check user permissions and status
using the network printer. of network printer.

The fundamentals of networking Telecommunication Standardization Sector of the International
Telecommunications Union (ITU-T) http://www.itu.int/ITU-T/
The benefits of a network
Institute of Electrical and Electronics Engineers (IEEE)
The ways to connect computers to a network http://www.ieee.org/
The different aspects of troubleshooting a network International Organization for Standardization (ISO)
http://www.iso.ch/iso/
How to analyze problems and implement simple
solutions Internet Architecture Board (IAB) http://www.iab.org/
International Electrotechnical Commission (IEC) http://www.iec.ch/
American National Standards Institute (ANSI) http://www.ansi.org/
Telecommunications Industry Association (TIA)
http://www.tiaonline.org/
Electronic Industries Alliance (EIA) http://www.eia.org/
Q and A

Chapter 9: Security student worksheets
student activities


Chapter 9 Objectives Chapter 9 Worksheets and Activity

9.1 Explain why security is important 9.1 Worksheet: Security Attacks
9.2 Describe security threats 9.2.1 Worksheet: Third-Party Anti-Virus Software
9.3 Identify security procedures 9.2.3 Activity: Adware, Spyware, and Grayware
9.4 Identify common preventive maintenance 9.4.2 Worksheet: Operating System Updates
techniques for security 9.5.6 Worksheet: Gather Information from the Customer
9.5 Troubleshoot security

The Importance of Security Security Threats
Types of attacks to computer security:
Private information,
company secrets, financial Physical
data, computer equipment, Theft, damage, or destruction to computer equipment.
and items of national Data
security are placed at risk if Removal, corruption, denial of access, unauthorized access, or
proper security procedures theft of information.
are not followed. Potential threats to computer security:
A technician’s primary Internal threats
responsibilities include data Employees can cause a malicious threat or an accidental threat.
and network security.
External threats
Outside users can attack in an unstructured or structured way.

Viruses, Worms, and Trojan Horses Web Security

A computer virus is software code that is deliberately Attackers may use any of these tools to install a program
created by an attacker. Viruses may collect sensitive on a computer.
information or may alter or destroy information. ActiveX
A worm is a self-replicating program that uses the Controls interactivity on web pages
network to duplicate its code to the hosts on the network.
At a minimum, worms consume bandwidth in a network. Java
Allows applets to run within a browser
A Trojan horse is technically a worm and is named for its
Example: a calculator or a counter
method of getting past computer defenses by pretending
to be something useful. JavaScript
Anti-virus software is designed to detect, disable, and Interacts with HTML source code to allow interactive web
sites
remove viruses, worms, and Trojan horses before they
infect a computer. Example: a rotating banner or a popup window

Adware, Spyware, and Grayware Denial of Service (DoS)
Typically installed without the user’s knowledge, these Prevents users from accessing normal services
programs collect information stored on the computer,
Sends enough requests to overload a resource or even
change the computer configuration, or open extra
stopping its operation
windows on the computer and all without the user’s
consent. Ping of Death is a series of repeated, larger than
normal pings intended to crash the receiving computer
E-mail Bomb is a large quantity of bulk e-mail
that overwhelms the e-mail server preventing users
from accessing e-mail
Distributed DoS is an attack launched from many
computers, called zombies

Spam and Popup Windows Social Engineering

Spam is unsolicited email
Never give out a
that can be used to send
password
harmful links or deceptive
content. Always ask for the ID of
the unknown person
Popups are windows that
automatically open and Restrict access of
are designed to capture unexpected visitors
your attention and lead
you to advertising sites. Escort all visitors
through the facility
Use anti-virus software, options in e-mail software, popup
blockers, and common indications of spam to combat
these.
TCP/IP Attacks
TCP/IP is used to control all Internet communications. Computer Disposal and Recycling
Erase all hard drives, then use a third-party tool to fully
erase all data.
The only way to fully ensure
that data cannot be recovered
from a hard drive is to carefully
shatter the platters with a
hammer and safely dispose of
the pieces.
To destroy software media
(floppy disks and CDs), use
a shredding machine designed
for shredding these materials.
Security is Strengthened in Layers Security Policy

Questions to answer in writing a local security policy:
What assets require protection?
What are the possible threats?
What should be done in the event of a security
breach?

Protecting Equipment Protecting Data
Since stealing the whole PC is the easiest way to steal Methods of securing data:
data, physical computer equipment must be secured.
Password protection
Control access to facilities
Data encryption
Use cable locks
Port protection
Lock telecommunication rooms
Data backups
Use security screws
File system security
Use security cages around
equipment
Label and install sensors on
equipment
Levels of Wireless Security Installing Updates and Patches
A technician recognizes when new updates and patches

are available and knows how to install them.
Updating Protection Programs Operating System Updates and Patches
Create a Launch Click Create a
Run a Check for Download Install
restore protection update restore
scan updates updates update
point program button point
Yes
Yes
Review Need to Manually Prompted
scan manually
treat or to Restart
report treat or computer
delete restart?
delete?
No
No
Schedule future
Test all aspects to
automatic
ensure the update has
updates and
not caused issues
scans

Step 2 Verify the obvious issues Company name, contact name, address, phone number
Step 3 Try quick solutions first Computer configuration

Step 4 Gather data from the computer Protection software, OS, network environment, connection type
Step 5 Evaluate the problem and implement the solution Description of problem
Step 6 Close with the customer What changes were made to the security settings?
Are the protection software signature files up-to-date?

Examine the most obvious causes of a problem. Check that all cables are connected to the proper locations
A visual inspection can resolve some issues. Unseat and then reconnect cables and connectors
Broken locks, signs of tampering, missing equipment Reboot the computer or network device
Has an attacker accessed the equipment? Login as a different user
Unfamiliar login address in login windows, unexplained entries Check that the anti-virus and spyware signature files are up-
in system security logs, missing or additional patch cords
to-date
Wireless network issues Scan computer with protection software
Changes in access point configuration, unexplained
connections in the access point status display Check computer for the latest OS patches and updates
Disconnect from the network
Change your password
Third-party software, such as anti-virus and anti- 1. Evaluate the information gathered from the
spyware applications, can report on the files that have customer and from the laptop
been infected.
2. Determine possible solutions
There are several tools available in the operating
system that a technician can use: 3. Implement the best solution
Verify that the signature file is current. 4. If a proposed solution doesn’t correct the problem,
Check the security software log file for entries. reset the computer back to the original state and try
Task Manager is used to check for unknown applications that another proposed solution.
are running.
NOTE: Never ask a customer to reveal a password.

Discuss with customer the solution implemented. Problem Symptom Possible Solution
Set Windows Automatic Update to run
Have customer verify problem is solved. A computer runs updates and requires
daily at a convenient time, such as
rebooting at inconvenient times.
lunchtime.
Provide all paperwork to customer. A wireless network is compromised even Upgrade to 128-bit WEP security, WAP, or
though 64-bit WEP encryption is in use. EAP-Cisco security.
Document steps of solution in work order and in
After recovering any sensitive data,
technician’s journal. A stolen laptop is returned by the police.
destroy the hard drive and recycle the
It is no longer needed by the user.
computer.
Document components used in repair.
A user complains that his system is This may be a denial of service attack. At
Document time spent to resolve the problem. receiving hundreds or thousands of junk
e-mails daily.
the e-mail server, filter out e-mail from
the sender.
A printer repair person no one
Contact security or police. Advise users
remembers seeing before is observed
never to hide passwords near their work
looking under keyboards and on
area.
desktops.


Following proper security procedures will protect computers Whatis?com: IT Encyclopedia and Learning Center
http://whatis.com
and network equipment, and the data they contain, from
physical danger such as fire and theft, as well as from loss TechTarget: The Most Targeted IT Media http://techtarget.com
and damage by employees and attackers. ZDNet: Tech News, Blogs and White Papers for IT Professionals
http://www.zdnet.com
Security threats can come from inside or outside of an
organization. HowStuffWorks: It's Good to Know
Viruses and worms are common threats that attack data.
Develop and maintain a security plan to protect both data PC World http://www.pcworld.com
and physical equipment from loss.
Keep operating systems and applications up to date and
secure with patches and service packs.
Q and A


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 Reflection/Activities for instructors to complete to

ITE PC v4.0 ITE PC v4.0

Chapter 1 Objectives Chapter 1 Worksheets

ITE PC v4.0 ITE PC v4.0

Education and Certification CompTIA A+ Certification

Basic Personal Computer System Computer Cases and Power Supplies

 Software is the operating Power supply

Power Supplies Four Basic Units of Electricity

CAUTION: Do not open a

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Motherboards Motherboard Form Factors

Cooling Systems Read-only Memory (ROM)

Case Fan Information is written to a PROM chip after it is

Cache and Error Checking Adapter Cards

Error Checking  Types of expansion slots:

Internal Cables Serial Ports and Cables

ITE PC v4.0 ITE PC v4.0

Parallel Ports and Cables SCSI Ports and Cables

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System Resources Interrupt Requests (IRQs)

 Input/Output (I/O) Port Addresses  The priority of the request is determined by

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 They are referenced by a hexadecimal  Newer computers have eight DMA

Chapter 1 Summary Additional Resources

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 Reflection/Activities for instructors to complete to

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Chapter 2 Objectives Chapter 2 Worksheets and Labs

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General Safety Guidelines Fire Safety Guidelines

Material Safety Data Sheet (MSDS) Proper Disposal

Organizational Tools Proper Use of Antistatic Wrist Strap

Proper Use of Cleaning Materials Chapter 2 Summary

Purpose of this Presentation

 Reflection/Activities for instructors to complete to

ITE PC v4.0 ITE PC v4.0

ITE PC v4.0 ITE PC v4.0

The Purpose of Preventive Maintenance Hardware Maintenance

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The Troubleshooting Process Data Protection

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Try Quick Solutions Gather Data from the Computer

What problem occurred

Evaluate the Problem, Implement the

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 Reflection/Activities for instructors to complete to

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Chapter 3 Objectives Chapter 3 Labs

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Open the Case Install the Power Supply

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Thermal Compound Heat Sink/Fan Assembly

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The Motherboard Install Motherboard

Reflection/Activities for instructors to complete to

Software is the operating Power supply

Error Checking Types of expansion slots:

Input/Output (I/O) Port Addresses The priority of the request is determined by

They are referenced by a hexadecimal Newer computers have eight DMA

Reflection/Activities for instructors to complete to

Reflection/Activities for instructors to complete to

Reflection/Activities for instructors to complete to

Reflection/Activities for instructors to complete to

Reflection/Activities for instructors to complete to

Business applications Processor speed

Use secure passwords Verification enables you to download