Before We Start….
Hardware Toolkits
Live Demo: Hardware Toolkit
Hardware
Live Demo: External Components
Live Demo: Internal Components
Live Demo: Notebook Computer
Software
Software Toolkits
Firmware
Basic Stages of Troubleshooting
Documentation

Operating Systems Fundamentals
Windows
Demo: Microsoft Windows XP
Mac OS X
Demo: Windows 2000 Professional
RedHat Linux
OS Basics
XP Stability Improvements
Application Failure Reduction
Security Features
Demo: Windows Security Center
Software Management
Hardware Support
IT Assistance and Management
IT Troubleshooting and Tools
Mobile User Features
Networking Features
Demo: Network Wizard
Windows XP Professional Features
Windows XP Pro Features (Cont.)
Demo: GP Console / File Security
Windows XP Pro Networking
Demo: Windows XP Professional and Computer Management
System Tools
MS-DOS Navigation Commands
Demo: Command/cmd
Demo: /a:attributes
Demo: /o:sortorder
Demo: Chdir/cd command
Mkdir/md command
Navigating in Windows Explorer
Demo: Windows Explorer
Creating a Directory in Windows Explorer
Copying in Windows Explorer
Deleting in Windows Explorer
File Types
File Extensions
File Extensions (cont.)
File-Name Limits
Creating a Text File
Demo: File Attributes
Attrib Command
Attrib Switches
Demo: Editing a File in Notepad and DOS
File Permissions
NTFS File Permissions
NTFS Folder Permissions
Chapter 2 Review

Electricity
Electrical Characteristics
Safety Precautions
Safety
Digital Multimeter
Calculating Current
Static Electricity
Static is Caused by….
Before Working..
Live Demo: Typical Internal Components
PC Power Supply
Live Demo: PC Power Supply
Installing a Power Supply
Typical Power Requirements
Standard Outputs
Live Demo: Peripheral Power Connector
Floppy Power Connector
SATA Power Connector
Motherboard Power Connector
Live Demo: Wire Colors
Live Demo: Motherboard Power Connector
Power-Supply Form Factors
How to Protect your Equipment
Power Issues
UPS
Live Demo: Voltage Selection Switch
Troubleshooting Symptoms
Chapter 3 Review

CPU and Motherboards
BIOS
Demo: Determine Bios Version
When You Need BIOS Updates
BIOS Issues
Flashing the BIOS
Minimizing BIOS Upgrade Risks
Recovering From a Failed Update
CMOS Battery
Central Processing Unit (CPU)
Installing a CPU
CPU Performance
CPU Characteristics
Live Demo: CPU Packaging
CPU’s
Live Demo: A Motherboard
Cooling Method - Fins
Cooling Method - Cooling Fins and a Fan
Live Demo: Cooling Method - Fan
Installing a Motherboard
Riser Cards
Motherboard/CPU Failures
Chapter 4 Review

BIOS
Demo: Determine Bios Version
When You Need BIOS Updates
Shadowing
BIOS Issues
Flashing the BIOS
Minimizing BIOS Upgrade Risks
CMOS
CMOS Battery
Chapter 5 Review

Memory Systems
Memory
Measured Units
Installation Notes
Proper Handling
Demo: Show Memory Mods
Live Demo: Show Memory Mods
Notebook Memory
Live Demo: Notebook Memory
Testing Memory
Demo: Testing Memory
Memory Types: Volatile vs. Non-Volatile
Memory Types: Dynamic vs. Static Memory
Memory Types: Asynchronous & Synchronous
Speed Ratings
Individual Chips
SIMM
Memory Error Recovery
Parity
Task Manager
Demo: Task Manager
Memory Symptoms
Chapter 6 Review

Chapter 7 - Bus Structures

Bus Structures
Buses
PCI Bus Slots
AGP Video Bus Slot
The Riser Bus
System Interaction
Interrupts
Running Processes
IRQs
Assigning IRQs
I/O Addresses
DMA Channels
Base Memory Addresses
Demo: Device Manager – IRQ, DMA, I/O
PC/XT Bus
DIP Switches and Jumpers
PC/AT and ISA Bus
ISA Expansion Bus Slot
PCI Bus
PCI Slots
PCIe
Need for Video Buses
VESA Local Bus
AGP
Chapter 7 Review

Chapter 8 - Expansion Cards

Expansion Cards
Buses
PCI Bus Slots
Live Demo: PCI Bus Slots
Handling Expansion Cards
System Interaction
Interrupts
IRQs
Assigning IRQs
I/O Addresses
DMA Channels
Base Memory Addresses
Demo: Device Manager and Resources
Drivers
PC Sound
Demo: Sound/ Control Panel
Sound Card Components
A Sound Card
Sound Card Connectors
Live Demo: A Sound Card
Speakers
Modems
Riser Cards
Softmodems
System Resources
Modem Connections
Internal Modem Symptoms
AT Commands
HyperTerminal
Speed Standards
Type II PC Card
PC Card Bus Types
Card and Socket Services Specifications
Live Demo: Mini PCI Card
Legacy Devices
Controllers and Interfaces
PC Drive Interfaces
ATA Motherboard Connectors
Standard IDE Cable
80-pin ATA Cable
Live Demo: SATA Data Cable
Drive Identification
Primary and Secondary
SCSI
SCSI Device IDs
Termination
SCSI ID and Termination
Differential SCSI
Other Interfaces
Video Adapters
Creating an Image
Maximum Colors
Video Standards
SuperVGA
15-pin VGA/SVGA Connector
VGA/SVGA Socket
DVI Connector Types
DVI-I Connector
Video Drivers
Video Adapter Slot Types
An AGP Video Card
PCIe Video Card
Video Card Symptoms
Live Demo: RJ-11 Connectors
Sound Card Symptoms
Chapter 8 Review

Chapter 9 - Ports, Connectors and Cables

Ports, Connectors and Cables
PCI, ISA, AGP, Bus Slots
Purpose
Hardware Resource: Interrupts
Hardware Resource: IRQs
IRQs Continued
Assigning IRQs
Hardware Resource: I/O Addresses
Hardware Resource: DMA Channels
Serial Ports
Serial Transmission
Serial Cables
Male and Female Connectors
Serial Connectors
Live Demo: Serial Connectors
Pin Numbers
9-pin Null Modem Connections
25-pin Null Modem Connections
Parallel Ports
Parallel Port Resources
Port Types
Live Demo: Female 25-pin Parallel Port
PC Input Devices
Live Demo: Keyboard Input and Mouse Connector
AT Keyboard Port and Connector
Bar Code Reader with Y-cable
USB Features
USB Device Classes
USB Versions
USB Symbols
Demo: USB Devices in Device Manager
USB Ports
USB Connectors
USB Power
Installing USB Devices
FireWire Features
FireWire Versions
Isochronous Transfers
4-pin FireWire Ports, Connectors
6-pin FireWire Ports, Connectors
FireWire Power
Installing FireWire Devices
Wireless Connections
Infrared
IrDA Port
Radio
802.11 Wireless Router
Bluetooth
A Bluetooth Mouse
Multimedia Connections
Multimedia Connections (Cont.)
RCA and S-Video Connectors
Coax Connector
MIDI Connectors
S/PDIF Connections
Chapter 9 Review

Chapter 10 - Data Storage

Data Storage
Hard Drive Components
Live Demo: Hard Drive Components
Head Crash
Hard Drive Installation
ATA Drive Identification
SCSI Drive Identification
Chassis Installation
Data and Power Cable Connections
Hard Drive Geometry
Hard Drive Preparation
Low-Level Formatting
Partitioning
Unpartitioned Disk in Windows
Partition Types
Formatting
Partitioning Utilities
File Systems
FAT File System
NTFS File System
Comparison
Organization of Data
Demo: Directory Trees
File Fragmentation
Hard Drive Maintenance
CD Drive Components
Components of a CD
Recordable CDs
CD Drive Speeds
DVDs
DVD Types
Using CD and DVD Drives
Optical Drive Connections
Optical Drive Installation
Optical Disc and Drive Cleaning
USB Flash Drives
Live Demo: USB Flash Drives
Flash MP3 Player
Floppy Disks
5.25” Floppy Disk
Capacities
Write Protection
Diskette Preparation
Floppy Controller Resources
Floppy Drive Cable
Floppy Controller Connector
Boot Floppies
Backup Methods
Tape Formats
Chapter 10 Review

Chapter 11 - Video and Multimedia Input and Output Devices

Video and Multimedia Input and Output Devices
Video Bus
VESA
PCIe
AGP
Live Demo: AGP Slot
CRT Monitor (Cathode Ray Terminal)
CRT Components
How CRTs Produce Images
CRT Characteristics
Video Settings: Refresh Rates
Demo: CRT Characteristics / Control Panel Display
Video Connectors
Display Adjustments
CRT Issues
Flat Panel Monitor
LCD Advantages
How a Flat Panel Screen Works
Flat Panel Monitor Characteristics
Flat Panel Monitor Connections
DVI-D
DVI-I
Live Demo: DVI Connector
TMDS
Touch Screen
Touch Screen Input Methods
Multiple Monitors
Display Projectors
LCD Monitor Issues
Speakers Connected to a PC
Speakers Connected Together
Microphone Connection to a PC
Line In Devices
MIDI Connections
Scanners
Flatbed Scanner
Multifunction Sheetfeed Scanner
Hand-Held Scanner
Scanner Connections
Digital Cameras
Resolutions
Digital Camera Memory Cards
Printing Images
Digital Camera Connections
Memory Card Readers
Camera Connection Problems
Chapter 11 Review

Chapter 12 - Printers

Printers
Dot-Matrix Printer
Dot-Matrix Printer Issues
Other Impact Printers
An Inkjet Printer
Inkjet Printer Cartridges
Inkjet Cartridge Print Heads
Inkjet Print Quality
Demo: Install an Inkjet Printer
Straight-Through Paper Path
Curved Paper Path
Laser Printer
Laser Printer Components
Laser Printing Process
Demo: Install a Network Printer
Other Printer Types
Main Windows Components
Inkjet Communications Interfaces
Inkjet Problems
Laser Printer Communications Interfaces
Laser Printer Problems
Demo: Printer Configuration Options
Chapter 12 Review

Chapter 13 - Portable Computers and Devices

Portable Computers and Devices
Network Connections
Hot-Swappable Components
Live Demo - Hot-Swappable Components
Safely Remove Hardware
Non-Hot-Swappable Components
Upgrading Memory
Peripherals
Notebook Computer Issues
Notebook Batteries
Notebook Power
Power Indicator Lights
Demo: Power Management Utility
Troubleshooting Power Problems
Demo: Safely Remove Hardware
Notebook Processors
Notebook Hard Drive
Notebook Keyboard
Monitors
Notebook Pointing Devices
Communication Connections
Infrared
Radio
802.11 Wireless Router
Bluetooth
Notebook Peripheral Ports
PC Card Types
Live Demo: Type II PC Card
PC Card Bus Types
Card and Socket Services
Live Demo: Mini PCI card
Port Replicators
Docking Station
Maintenance
Being Mobile…
PDA
Live Demo: Graffiti Alphabet
Using the Stylus
Powering the PDA
Connecting PDAs and PCs
Sync
Chapter 13 Review

Chapter 14 - Systems Monitoring

Systems Monitoring
Temporary Files
Undelete
Windows Diagnostics
Demo: System Information Box - Local and Remote
Demo: Command-Line System Information
Getting The Windows Version
Task Manager
Demo: Task Manager
Services
Service Properties
Demo: The Services MMC
Demo: DHCP Client Dependencies
The Startup Program Group
Microsoft Installed Software
Microsoft Error Reporting
Demo: Microsoft Error Reporting
Event Viewer
Sorting and Filtering Events
Managing Event Log Files
Demo: Event Viewer
The Registry
Registry Keys
Edit the Registry
Registry Corruption and Backups
Export the Registry
Demo: The Registry Editor in XP
Chapter 14 Review

Chapter 15 - Connecting Computers

Connecting Computers
Local Area Network
Network Categories
A Peer-to-Peer Network
Local User Account
Accessing Shares
Client/Server Model
Network Client
Connections
Network Protocols
UTP and STP
Cat5 Installation
Composite Cable
Live Demo: Coaxial Networks
Thicknet Cables
Coax Connectors
Live Demo: Coaxial Connectors
Thicknet Connectors
RJ-45 Wiring
Live Demo: RJ-45 and RJ-11 Connectors
EIA/TIA-568-A Standards
Terminating Cable to an RJ-45 Plug
Live Demo: Terminating CatX to RJ-45 Jacks
TIA 570 Specifications
Fiber Optic Cable Connectors
RS-232 / Null Modem Cables
IEEE 1394/Firewire
USB 2.0
Network Interface Card
Live Demo: Examples of NIC Cards
NICs
Wireless LAN
Wired Network with Wireless Segments
Bus and Star Ethernet Topologies
Comparing Star and Bus Designs
Combined Bus and Star Designs
Token Ring
Fiber Optic Cable Networks
Chapter 15 Review

Chapter 16 - Networking

Networking
Network Operating Systems
Windows 2000
Windows 2000 Server Domain
Active Directory Trees and Forests
Active Directory
Windows Server 2003
Novell NetWare
Novell/Microsoft Connectivity
UNIX and Linux
UNIX and Linux (Cont.)
Network Infrastructure Services
Application Servers
Client Operating Systems
Windows 9x/Me
Windows 9x/Me (Cont.)
Windows NT and 2000, Compared
Windows XP
Linux
Mac OS
Network Interface Card (NIC)
MAC Addresses
Demo: MAC Addresses
Network Protocols
Common Network Protocols
IP Addresses
Subnet Masks
DHCP Process
DHCP (Cont.)
Demo: IPCONFIG
Additional TCP/IP Properties
Computer Names
Demo: Computer Names
Windows Workgroups and Domains
NWLink
Network Client Software
Demo: Installing Protocols and Network Clients
Share Permissions
Effective Permissions
Demo: Permissions / Share
Connecting to Shares
Demo: Connecting to Shares
Share Printers
NetWare Client Software
Basic Terminology
TCP/IP Protocol Suite
Communication via PSTN
Cable Modem
ISDN
DSL
Satellite
Wireless WAN
Voice Over IP
WAN Bandwidth Technologies
T Lines and E Lines
T Lines and E Lines (Cont.)
X.25 and Frame Relay
X.25 Defined
X.25 and Frame Relay (Cont.)
ATM (Asynchronous Transfer Mode)
ATM (Cont.)
Mesh Topology
LAN Internet Connections
NAT (Network Address Translation)
Remote Connections
Network Protection
Port and Packet Filters
Demo: Windows Security Center
DMZ
DMZ Configurations: Screened Host
DMZ Configurations: Bastion Host
DMZ Configurations: Three-Homed Firewall
DMZ Configurations: Back-to-Back Firewall
Intrusion Detection Software (IDS)
Intrusion Detection Software (IDS) (Cont.)
Secure Sockets Layer
Secure Electronic Transactions
Antivirus Software
Privacy Issues
SPAM Protection
Stop Pop-up Ads
Remove Spyware
Demo: Control Cookies
Web Browsers
Internet Explorer Security Zones
Demo: Security Levels
Wireless Standards
802.11 Standards
WLAN Security Problems
WLAN Security Solutions
Windows XP Wireless Clients
Windows 2000 Wireless Clients
Windows CE Wireless Clients
Electrical Interference
Crosstalk
Cable Testing Devices
Cable Tests
To Troubleshoot a Network Client..
Network Analyzers
Portable Network Analyzer
NIC Drivers
TCP/IP Configuration
Troubleshooting TCP/IP
Demo: Troubleshooting TCP/IP
Troubleshooting TCP/IP (Cont.)
Demo: Troubleshooting TCP/IP (Cont.)
SNMP Agent
UNIX Ifconfig
Chapter 16 Review

Chapter 17 - Security

Security
User Accounts
Groups
Workgroups
Active Directory
Demo: Local Users and Groups
Demo: Active Directory Groups
Authentication
A Fingerprint Scanner
Smart Card and Reader
Installing Biometrics and Smart Card Readers
Fobs
Protocols
File System Security
NTFS Advantages
NTFS Security
NTFS Permissions
Disabling Simple File Sharing
Demo: Simple File Sharing
Encryption
Security Policies
Auditing
Auditing Guidelines
Demo: Auditing
Physical Access Restrictions
Corporate Security Policies
Social Engineering Attacks
Alleviate Security Weaknesses
Malicious Software
Prevention
Network Security
Chapter 17 Review

Chapter 18 - Safety

Safety
Floor Surfaces
Fire Safety
Fire Extinguisher Types
Electrical Safety
Air Quality
Computer Hazards
Incident Reporting
High-Voltage Interference
Minimizing High-Voltage Interference
Electrostatic Discharge (ESD)
Electromagnetic Induction
Shielding and Filtering
MSDS
MSDS Hazard Ratings
Personal Protection by Rating
Ergonomic Workstations
Laptop Safety
Computer Equipment Disposal
Chapter 18 Review

Chapter 19 - Troubleshooting and Maintaining the PC

Troubleshooting and Maintaining the PC
Gathering Information
Hardware or Software Problem?
Hardware Toolkits
Live Demo: Hardware Toolkit
Software Toolkits
CD Binder
Preventive Measures
Cleaning PC Equipment
Chapter 19 Review

Chapter 20 - Professionalism and Communication

Professionalism and Communication
Professional Service
Service Level Agreements
Problem Tracking
What to Track
Help Desk Software
Chapter 20 Review

Chapter 21 - Windows Install and Upgrade

Windows Install and Upgrade
Clean Installations
Upgrades
Windows Client OS Versions
Demo: Windows Versions - DOS
Demo: Windows Versions - Windows 3.1
Demo: Windows Versions - Windows 98
Demo: Windows Versions - WINNT 4.0
Windows 2000 System Requirements
Demo: Windows Versions - Windows 2000
Windows XP System Requirements
Demo: Windows Versions - Windows XP
Windows XP Media Center
Demo: Windows Versions - Windows XP Media Center 2005
Hardware Compatibility
Installation Methods
File Systems
Multi-Boot Computers
Windows XP Upgrade
Troubleshooting
Post-Installation Tasks
Driver Signing
Upgrade Paths
Pre-Upgrade Tasks
Upgrade Process
Product Activation
Windows & Microsoft Update
Windows XP Professional SP2
Chapter 21 Review
Course Closure