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Table of Contents
Introduction........................................................................................................................... 1
How This Book Is Organized............................................................................... 1
Conventions Used in This Book......................................................................... 2
Special Elements...................................................................................... 2
Test Taking Tips.................................................................................................... 3
Chapter 1: Basic PC Terms and Concepts......................................................................... 5
Introduction............................................................................................................ 6
The PC System....................................................................................................... 6
System Unit Cases.................................................................................. 7
Form Factors............................................................................................ 9
Power Supplies...................................................................................... 11
System Boards (Motherboards).......................................................... 16
Microprocessor..................................................................................... 17
Chipsets.................................................................................................. 21
Memory Units (RAM and ROM)........................................................ 21
Basic Input/Output Systems............................................................... 24
System Configuration Settings........................................................... 27
Expansion Slots..................................................................................... 28
Adapter Cards........................................................................................ 31
Data Storage Devices........................................................................... 34
Removable Storage............................................................................... 39
Peripherals and Ports............................................................................ 41
Video Displays....................................................................................... 46
Printers.................................................................................................... 47
Exam Prep Questions........................................................................................... 48
Answers and Explanations................................................................................. 54
Challenge Solution............................................................................................... 57
Chapter 2: PC System Boards........................................................................................... 59
Introduction.......................................................................................................... 60
System Board Form Factors............................................................................... 60
ATX System Boards............................................................................. 60
BTX System Boards.............................................................................. 62
Low-Profile Form Factors..................................................................... 66
Pentium Chipsets................................................................................... 66
System Bus Speeds............................................................................... 72
Expansion Slots.................................................................................................... 73
PCI Local Bus......................................................................................... 73
PCI-X....................................................................................................... 76
PCI Express............................................................................................. 77
AGP Slots............................................................................................... 80
Audio Modem Risers and Communication Networking Risers...... 82
I/O Ports 84
Onboard Disk Drive Connections....................................................... 85
SCSI Connections................................................................................. 90
Processor Socket Specifications........................................................................ 91
AMD Slots and Sockets....................................................................... 93
DRAM Sockets.................................................................................................... 95
CMOS RAM......................................................................................................... 96
CMOS Setup Utilities............................................................................ 96
Exam Prep Questions......................................................................................... 109
Answers and Explanations............................................................................... 116
Challenge Solutions........................................................................................... 118
Chapter 3: Microprocessors............................................................................................ 121
Introduction........................................................................................................ 122
Intel Microprocessors....................................................................................... 122
The Pentium Processor....................................................................... 122
Advanced Pentium Architectures.................................................... 124
Intel Dual-Core Processors................................................................ 130
Advanced Intel Microprocessor Technologies............................. 133
AMD Processors............................................................................................... 135
Athlon 64 Processors......................................................................... 136
Duron Processors................................................................................ 137
Athlon Dual-Core Processors........................................................... 137
Opteron Processors............................................................................ 141
Microprocessor Clock Speeds......................................................................... 144
Processor Power Supply Levels...................................................................... 145
Configuring Microprocessors and Buses...................................................... 146
Fans, Heat Sinks, and Cooling Systems......................................................... 147
BTX Thermal Module......................................................................... 149
Advanced Cooling Systems.............................................................. 149
Cache Memory................................................................................................... 152
Exam Prep Questions......................................................................................... 153
Answers and Explanations............................................................................... 156
Challenge Solution............................................................................................. 157
Chapter 4: Random Access Memory............................................................................. 159
SRAM and DRAM............................................................................................ 160
SRAM................................................................................................... 163
Memory Overhead............................................................................................. 164
Error Checking and Correcting.......................................................... 164
Cache Memory Operations................................................................ 166
RAM Packaging................................................................................................. 168
RIMM.................................................................................................... 169
RAM Speed Ratings........................................................................... 170
Exam Prep Questions......................................................................................... 174
Answers and Explanations............................................................................... 176
Challenge Solution............................................................................................. 178
Chapter 5: Data Storage Systems................................................................................... 179
Introduction........................................................................................................ 180
Personal Video Recorders.................................................................. 182
RAID Systems..................................................................................... 184
Floppy Disk Drives............................................................................. 190
Magnetic Tape Drives........................................................................ 191
Optical Storage................................................................................................... 193
CD-ROM Drives.................................................................................. 193
DVDs..................................................................................................... 197
Disk Drive Interfaces......................................................................................... 199
Internal Disk Drive Interfaces............................................................ 199
IDE/ATA Interface.............................................................................. 200
Serial ATA Interface........................................................................... 202
Floppy Drive Interface........................................................................ 203
Small Computer System Interface..................................................... 204
Removable Storage............................................................................................ 213
Flash Memory...................................................................................... 214
Exam Prep Questions......................................................................................... 218
Answers and Explanations............................................................................... 222
Chapter 6: Ports and Peripherals.................................................................................... 225
Input/Output Interfaces.................................................................................... 226
Initiating I/O Transfers....................................................................... 226
System Resource Allocations........................................................... 227
Ports, Cables, and Connectors......................................................................... 228
PS/2 Connectors.................................................................................. 229
Universal Serial Bus............................................................................ 230
IEEE-1394 FireWire Bus...................................................................... 236
Multimedia Connections.................................................................... 239
Legacy Ports........................................................................................ 244
Parallel Printer Ports............................................................................ 245
RS-232 Serial Ports.............................................................................. 248
Game Ports............................................................................................ 249
Typical Peripheral Systems.............................................................................. 251
Keyboards............................................................................................ 251
Pointing Devices................................................................................. 252
Exam Prep Questions......................................................................................... 274
Answers and Explanations............................................................................... 278
Challenge Solutions........................................................................................... 280
Chapter 7: Installing, Upgrading, Configuring, and Optimizing PC Components... 281
Installing Storage Devices................................................................................ 282
Installing Internal Storage Devices.................................................. 282
HDD Installation.................................................................................. 283
Installing SCSI Adapter Cards.......................................................... 292
Installing CD-ROM/DVD Drives....................................................... 300
Installing CD-RW and DVD-RW Drives.......................................... 301
Installing a Floppy Disk Drive........................................................... 302
Installing External Storage Devices.................................................. 303
Upgrading and Optimizing Disk Drives.......................................................... 305
HDD Upgrading................................................................................... 305
Disk Drive Subsystem Enhancements............................................. 306
Installing Video/Monitor Systems.................................................................. 308
Installing Standard PC Input Devices............................................................. 310
Installing Scanners.............................................................................. 311
Installing Bar Code Scanners............................................................ 312
Installing Sound Cards....................................................................... 312
Installing Digital Cameras.................................................................. 313
Installing Adapter Card—Based Peripherals.................................... 314
Installing Devices Using USB, IEEE-1394, PCMCIA, and IrDA.. 316
Upgrading Peripheral Devices........................................................... 320
Exam Prep Questions......................................................................................... 321
Answers and Explanations............................................................................... 324
Challenge Solutions........................................................................................... 325
Chapter 8: Basic Troubleshooting and Preventive Maintenance Techniques....... 327
Basic PC Troubleshooting................................................................................ 329
Diagnostic and Repair Tools............................................................. 330
Gathering Information......................................................................... 331
Initial Troubleshooting Steps............................................................ 333
Symptoms/Error Codes....................................................................... 336
Determining Hardware/Software/Configuration Problems............ 339
Using a Multimeter............................................................................................ 343
Field-Replaceable Unit Troubleshooting......................................... 349
Basic Preventive Maintenance........................................................................ 350
Cleaning................................................................................................ 350
Preventive Maintenance Procedures............................................... 352
Protecting Display Systems............................................................... 355
Protecting Hard Disk Drives.............................................................. 357
Protecting Removable Media Drives................................................ 358
Protecting Input Devices................................................................... 360
Preventive Maintenance Scheduling............................................... 361
Exam Prep Questions......................................................................................... 365
Answers and Explanations............................................................................... 368
Challenge Solutions........................................................................................... 370
Chapter 9: Advanced PC Troubleshooting.................................................................. 373
Advanced Diagnostics..................................................................................... 375
Isolating Power Supply Problems.................................................................... 375
Checking a Dead System.................................................................... 376
Troubleshooting the System Board................................................................ 379
System Board Symptoms................................................................... 379
Configuration Checks......................................................................... 381
Hardware Checks................................................................................. 382
Troubleshooting Keyboard Problems.............................................. 386
Troubleshooting Mouse Problems................................................... 390
Troubleshooting Video Systems...................................................... 393
Troubleshooting HDDs...................................................................... 400
Troubleshooting CD-ROM and DVD Drives.................................. 406
Troubleshooting FDDs...................................................................... 410
Troubleshooting Tape Drives........................................................... 413
Troubleshooting Other Removable Storage Systems................... 414
Troubleshooting Port Problems........................................................ 415
IEEE-1394 Adapters and Ports......................................................................... 419
Troubleshooting Sound Cards.......................................................... 421
Troubleshooting Front Panel Connections..................................... 423
Exam Prep Questions......................................................................................... 425
Answers and Explanations............................................................................... 430
Challenge Solutions........................................................................................... 432
Chapter 10: Portable Computer Fundamentals............................................................. 435
Inside Portables.................................................................................................. 437
Portable System Boards.................................................................................... 438
Microprocessors in Portables........................................................... 440
Pentium IIIM and 4M Processors..................................................... 441
Pentium M Processors........................................................................ 442
Centrino................................................................................................ 443
Pentium M Celerons............................................................................ 443
Core Duo Processors.......................................................................... 444
AMD Mobile Processors................................................................... 445
Portable Memory................................................................................................ 446
Upgrading Portable Memory............................................................. 448
Portable Drives................................................................................................... 450
Upgrading/Replacing Portable Drives............................................. 451
Portable Display Types..................................................................................... 452
Liquid Crystal Displays...................................................................... 452
Portable Keyboards........................................................................................... 455
Trackballs............................................................................................................ 457
Touch Pads......................................................................................................... 457
Pointing Sticks.................................................................................................... 458
External Portable I/O.......................................................................................... 459
Peripheral Storage Devices................................................................ 460
External FDDs...................................................................................... 460
External CD-ROM Drives................................................................... 460
External CD-RW and DVD-RW Drives............................................ 461
Removable Storage............................................................................. 462
Installing External Storage Devices.................................................. 463
PC Cards 464
Cardbus................................................................................................. 464
Adding PC Card Memory................................................................... 465
Installing PC Cards.............................................................................. 466
Installing PC Card Support................................................................ 467
Mini PCI Express Cards...................................................................... 468
Networking Portables........................................................................................ 469
Wireless Networking with Portables................................................ 470
Portable Power Sources.................................................................................... 473
Power Consumption............................................................................ 475
Power Management............................................................................ 475
Docking Stations................................................................................................ 477
Port Replicators................................................................................... 478
Portable System Upgrading.............................................................................. 478
Upgrading Batteries............................................................................ 479
Upgrading PC Cards........................................................................... 480
Exam Prep Questions......................................................................................... 482
Answers and Explanations............................................................................... 485
Challenge Solutions........................................................................................... 487
Chapter 11: Maintaining and Repairing Portable Computers..................................... 489
Troubleshooting Portable Systems................................................................. 490
Common LCD Display Problems...................................................................... 492
Replacing the LCD Panel.................................................................... 494
Troubleshooting Portable Keyboards............................................................ 496
Troubleshooting Touch Pads.......................................................................... 496
Troubleshooting Portable Unique Storage.................................................... 497
Troubleshooting Infrared Ports....................................................................... 499
Troubleshooting PCMCIA............................................................................... 500
Troubleshooting Portable Power Issues........................................................ 501
Troubleshooting Docking Stations/Port Replicators................................... 503
Portable Preventative Maintenance................................................................ 505
Rough Handling.................................................................................. 505
Thermal Issues..................................................................................... 507
Cleaning................................................................................................ 507
Exam Prep Questions......................................................................................... 508
Answers and Explanations............................................................................... 509
Challenge Solutions........................................................................................... 510
Chapter 12: Windows Operating Systems.................................................................... 511
Operating Systems............................................................................................. 512
Graphical User Interfaces................................................................... 513
The Windows NT Product Line....................................................................... 515
Windows 2000..................................................................................... 518
Windows XP........................................................................................ 519
Windows 2003 Server......................................................................... 521
Windows Vista Operating Systems.................................................. 521
Navigating Windows 2000/XP......................................................................... 521
Windows 2000/XP Desktops............................................................. 523
Drop-Down Menus............................................................................. 528
The Taskbar......................................................................................... 530
Start Menu............................................................................................ 531
Windows 2000 Control Panel............................................................ 535
Windows Explorer............................................................................... 543
Windows XP Interface Variations.................................................... 547
Windows XP Media Center Interfaces............................................ 552
Command Prompt Procedures.......................................................................... 557
Working from the Command Line..................................................... 558
Exam Prep Questions......................................................................................... 565
Answers and Explanations............................................................................... 570
Challenge Solutions........................................................................................... 572
Chapter 13: Major Windows Structures........................................................................ 575
Introduction........................................................................................................ 576
The PC Hardware Startup Process.................................................................. 576
Windows 2000/XP Structures.......................................................................... 581
System Memory Management.......................................................... 583
Windows 2000/XP Registries............................................................ 586
Windows 2000/XP File Systems...................................................................... 590
Managing Partitions........................................................................... 590
High-Level Formatting........................................................................ 593
FAT Disk Organization....................................................................... 593
NTFS Disk Organization..................................................................... 597
Files and Filenames............................................................................................ 608
File Types............................................................................................. 608
Windows 2000/XP Files..................................................................... 609
File Encryption and Compression..................................................... 610
Exam Prep Questions......................................................................................... 614
Answers and Explanations............................................................................... 617
Challenge Solutions........................................................................................... 620
Chapter 14: Installing and Upgrading Operating Systems......................................... 621
Introduction........................................................................................................ 623
Installing Windows 2000/XP............................................................................ 623
Installation Methods.......................................................................... 624
Hard Disk Drive Preparation.............................................................. 629
Managing Patches and Service Packs............................................. 630
Troubleshooting General Setup Problems....................................... 632
Installing Windows 2000 Professional........................................................... 633
Windows 2000/XP Setup Problems.................................................. 636
Installing Windows XP Professional.............................................................. 638
Windows XP MCE Hardware Requirements................................... 640
Windows XP Setup Problems........................................................... 641
Operating System Upgrading........................................................................... 643
Upgrading to Windows 2000............................................................. 643
Upgrading to Windows XP............................................................... 646
Performing Local Upgrades............................................................... 648
Upgrade Problems.............................................................................................. 650
Dual Booting........................................................................................ 651
Loading and Adding Device Drivers.............................................................. 654
2000/XP Device Drivers...................................................................... 654
SATA Drivers...................................................................................... 655
Finding Drivers.................................................................................... 656
Driver Signing...................................................................................... 656
Exam Prep Questions......................................................................................... 658
Answers and Explanations............................................................................... 661
Challenge Solutions........................................................................................... 663
Chapter 15: Optimizing Operating Systems.................................................................. 665
Introduction........................................................................................................ 666
Optimizing Windows 2000/XP Performance.................................................. 666
Optimizing Virtual Memory................................................................ 667
Optimizing the Disk Drive System.................................................... 668
Managing Temporary Files................................................................ 670
Optimizing System Services............................................................... 673
Modifying the Startup Process......................................................... 674
Monitoring System Performance...................................................... 676
Monitoring Application Performance with System Monitor........ 678
Software Maintenance........................................................................ 684
Exam Prep Questions......................................................................................... 687
Answers and Explanations............................................................................... 688
Challenge Solutions........................................................................................... 689
Chapter 16: Operating System Utilities.......................................................................... 691
Windows Disk Management Tools................................................................ 692
Disk Cleanup........................................................................................ 693
CHKDSK............................................................................................... 694
HDD Defragmentation........................................................................ 695
Backups................................................................................................ 698
Removable Storage Utility................................................................. 708
Windows 2000/XP System Management Tools............................................ 709
Event Viewer........................................................................................ 709
Windows 2000/XP System Information........................................... 712
Windows XP System Restore........................................................... 714
Task Manager...................................................................................... 714
Device Manager.................................................................................. 716
MSCONFIG.EXE.................................................................................. 720
Remote Desktop and Remote Assistance Features....................... 721
File Management Tools.................................................................................... 722
System Editors..................................................................................... 722
Dr. Watson........................................................................................... 724
Command-Line Utilities..................................................................................... 725
Windows Troubleshooting Help Files........................................................... 727
Internet Help........................................................................................ 729
Exam Prep Questions......................................................................................... 730
Answers and Explanations............................................................................... 735
Challenge Solutions........................................................................................... 737
Chapter 17: Basic Operating System Troubleshooting and Maintenance............... 739
Introduction........................................................................................................ 742
General OS Troubleshooting Process............................................................. 743
Troubleshooting Startup Problems................................................................. 744
General Bootup/Startup Problems.................................................... 745
Windows 2000/XP Startup Tools..................................................... 746
Using Windows XP System Restore................................................ 759
Windows 2000/XP Startup Problems............................................... 763
Common OS Operational Problems................................................................. 767
Optional Devices Do Not Operate.................................................... 767
Troubleshooting Stop Errors............................................................. 768
Windows 2000/XP Application Problems....................................... 770
Windows-Related Printing Problems............................................... 776
Using Remote Desktop/Assistance................................................................ 779
Configuring the Remote Desktop Function.................................... 779
Conducting Remote Desktop Sessions........................................... 780
Using Remote Assistance.................................................................. 783
Exam Prep Questions......................................................................................... 787
Answers and Explanations............................................................................... 791
Challenge Solutions........................................................................................... 794
Chapter 18: Printers and Scanners................................................................................. 797
Introduction........................................................................................................ 799
Printer Types...................................................................................................... 799
Fonts..................................................................................................... 800
Basic Printer Components.................................................................. 801
Dot-Matrix Printers.............................................................................. 804
Dot-Matrix Printer Mechanics........................................................... 804
Thermal Printers................................................................................... 807
Inkjet Printers....................................................................................... 809
Laser Printers....................................................................................... 811
Dye Sublimation Printers.................................................................... 815
Printer Installation.............................................................................................. 816
USB Printers......................................................................................... 818
Networked Printers.............................................................................. 818
Wireless Printer Interfaces................................................................. 819
Infrared Printer Ports........................................................................... 820
Legacy Printer Interfaces................................................................... 821
Printer Drivers...................................................................................... 824
Printer Control Panel Configuration................................................. 826
Printer Calibration................................................................................ 827
Printer Options and Upgrades........................................................... 828
Printing in Windows.......................................................................................... 831
Establishing Printers in Windows.................................................... 834
Printer Properties................................................................................. 836
Network Printing with Windows....................................................... 837
Scanners 838
Exam Prep Questions......................................................................................... 842
Answers and Explanations............................................................................... 847
Challenge Solutions........................................................................................... 850
Chapter 19: Printer and Scanner Servicing.................................................................... 851
Introduction........................................................................................................ 853
Servicing Printers............................................................................................... 853
General Printer Troubleshooting....................................................... 854
Troubleshooting Dot-Matrix Printers............................................................. 858
Dot-Matrix Printer Power Supply Problems..................................... 859
Dot-Matrix Consumables................................................................... 859
Printhead Not Printing........................................................................ 861
Printhead Not Moving........................................................................ 862
Paper Not Advancing......................................................................... 862
Troubleshooting Inkjet Printers....................................................................... 863
Inkjet Printer Configuration Checks................................................. 863
Inkjet Consumables............................................................................. 863
Printhead Not Printing........................................................................ 865
Printhead Not Moving........................................................................ 865
Paper Not Advancing......................................................................... 866
Troubleshooting Laser Printers....................................................................... 866
Laser Printer Consumables................................................................ 867
Printer Is Dead or Partially Disabled................................................. 868
Print on Page Is Missing or Bad....................................................... 869
Paper Does Not Feed or Is Jammed.................................................. 871
Troubleshooting Scanners............................................................................... 873
Image Quality Problems...................................................................... 874
Checking the Host System................................................................. 875
Interface Cables................................................................................... 876
Preventive Maintenance and Safety Issues.................................................. 876
Dot-Matrix/Inkjet Printers.................................................................. 877
Laser Printers....................................................................................... 877
Laser Safety Issues............................................................................. 878
Exam Prep Questions......................................................................................... 879
Answers and Explanations............................................................................... 884
Challenge Solutions........................................................................................... 887
Chapter 20: Basic Networking Concepts....................................................................... 889
Local Area Networks......................................................................................... 890
LAN Topologies.................................................................................. 891
Network Control Strategies................................................................ 894
Network Connectivity Devices......................................................... 897
Network Transmission Media.......................................................................... 900
Copper Cabling.................................................................................... 901
Fiber-Optic Cable................................................................................. 906
Plenum Cable........................................................................................ 909
Wireless Infrared Links...................................................................... 910
Wireless RF Links............................................................................... 911
Network Architectures...................................................................................... 913
Ethernet................................................................................................. 914
Networking Protocols........................................................................................ 920
Exam Prep Questions......................................................................................... 922
Answers and Explanations............................................................................... 928
Challenge Solutions........................................................................................... 931
Chapter 21: Installing Local Area Networks................................................................. 933
Installing and Configuring LAN Components.............................................. 934
LAN Adapter Cards............................................................................ 934
Installing LAN Cards.......................................................................... 936
Optimizing Network Adapters........................................................... 937
Installing Wireless LANs................................................................... 938
Installing Network Components in Windows 2000/XP Control Panels..... 946
Configuring Clients in Windows 2000/XP....................................... 950
Configuring Protocols in Windows 2000/XP.................................. 950
Networking with Novell NetWare..................................................... 953
Sharing Network Resources............................................................................. 955
Network Shares.................................................................................... 956
Mapping a Drive.................................................................................. 961
Exam Prep Questions......................................................................................... 963
Answers and Explanations............................................................................... 965
Challenge Solutions........................................................................................... 967
Chapter 22: Wide Area Networking............................................................................... 969
Introduction........................................................................................................ 971
Internet Connectivity........................................................................................ 971
Internet Service Providers.................................................................. 972
IP Addresses........................................................................................ 974
Internet Domains................................................................................. 978
Internet Access Methods................................................................................. 979
LAN Access to the Internet.............................................................. 980
Dial-Up Access.................................................................................... 983
ISDN Connections.............................................................................. 988
Digital Subscriber Lines..................................................................... 990
Cable Modems..................................................................................... 996
Installing Digital Modems.................................................................. 998
Satellite Internet Access.................................................................. 1000
Wireless Internet Access................................................................. 1002
Voice Over IP..................................................................................... 1003
TCP/IP 1005
The TCP/IP Suite............................................................................... 1006
Internet Resources........................................................................................... 1010
The World Wide Web...................................................................... 1011
File Transfer Protocol....................................................................... 1012
Email.................................................................................................... 1013
Secure Sockets Layer Protocol........................................................ 1014
Telnet.................................................................................................. 1015
Web Browsers.................................................................................................. 1016
Establishing Internet Browser Security Options.......................... 1017
Exam Prep Questions....................................................................................... 1021
Answers and Explanations............................................................................. 1027
Challenge Solutions......................................................................................... 1030
Chapter 23: Network Troubleshooting........................................................................ 1031
Basic Network Troubleshooting.................................................................... 1032
Network Troubleshooting Tools.................................................... 1034
Troubleshooting LAN Problems................................................................... 1038
Service Access Problems................................................................. 1038
Checking the NIC.............................................................................. 1039
Checking Cabling.............................................................................. 1041
Checking Connectivity Devices...................................................... 1041
Windows-Related LAN Problems................................................... 1042
Troubleshooting Wireless Networks............................................. 1046
Troubleshooting Network Printing Problems............................... 1049
Troubleshooting WAN Problems................................................................. 1052
Troubleshooting Broadband Problems.......................................... 1053
Troubleshooting Dial-Up Problems................................................ 1056
Windows Modem Checks................................................................ 1061
Troubleshooting Browser Problems............................................... 1063
Exam Prep Questions....................................................................................... 1065
Answers and Explanations............................................................................. 1067
Challenge Solutions......................................................................................... 1069
Chapter 24: Security....................................................................................................... 1071
Introduction...................................................................................................... 1074
Computer Security........................................................................................... 1074
Access Control.................................................................................. 1075
PC Hardware Security....................................................................... 1078
Environmental Security Issues........................................................ 1084
Software Security.............................................................................. 1084
Windows Network Security........................................................................... 1087
Administering Windows Networks................................................ 1088
Establishing Wireless Security....................................................... 1101
Malicious Program Security........................................................................... 1108
Viruses................................................................................................ 1108
Establishing and Implementing Malicious Software Protection 1112
Social Engineering............................................................................. 1118
Phishing.............................................................................................. 1119
Pharming............................................................................................. 1119
Session Hijacking.............................................................................. 1120
Identity Theft..................................................................................... 1120
Exam Prep Questions....................................................................................... 1122
Answers and Explanations............................................................................. 1125
Challenge Solution........................................................................................... 1128
Chapter 25: Safety and Environmental Issues............................................................ 1129
Work Area and Safety Issues........................................................................ 1130
The Work Area.................................................................................. 1131
Personal Safety.................................................................................. 1132
Avoiding Laser and Burn Hazards................................................. 1136
System Protection............................................................................................ 1138
Power Line Protection....................................................................... 1138
Electrostatic Discharge..................................................................... 1143
Hardware Disposal Procedures...................................................................... 1148
Exam Prep Questions....................................................................................... 1150
Answers and Explanations............................................................................. 1155
Challenge Solutions......................................................................................... 1158
Chapter 26: Professionalism and Communication...................................................... 1159
Customer Service Skills................................................................................... 1160
Prepare................................................................................................ 1162
Establish Rapport.............................................................................. 1163
Establish Your Presence................................................................... 1163
Be Proactive....................................................................................... 1164
Listen and Communicate.................................................................. 1164
Follow Up........................................................................................... 1169
Be Responsive................................................................................... 1170
Be Accountable................................................................................. 1171
Be Flexible........................................................................................... 1172
Be Professional.................................................................................. 1172
Establish Integrity............................................................................. 1173
Handle Conflicts Appropriately...................................................... 1176
Telephone Techniques..................................................................... 1177
Handle Paperwork and Finish Up................................................... 1179
Maintain an Orderly Work Area..................................................... 1179
Exam Prep Questions....................................................................................... 1181
Answers and Explanations............................................................................. 1184
Challenge Solutions......................................................................................... 1187
Chapter 27: Advanced PC Component Installations and Upgrades....................... 1189
Introduction...................................................................................................... 1191
System Board Compatibility Issues................................................ 1191
Replacing System Boards............................................................................... 1193
Removing the External I/O Systems............................................... 1193
Removing the System Unit’s Cover............................................... 1194
Removing the Adapter Cards.......................................................... 1195
Removing the Cables from the System Board............................... 1195
Removing the System Board........................................................... 1196
Replacing System Board Field Replaceable Unit Devices......................... 1196
Installing Microprocessors.............................................................. 1197
Installing Slot Processors................................................................ 1199
Configuring Processor Speeds........................................................ 1199
Fans, Heat Sinks, and Cooling Systems........................................ 1199
Installing Memory Modules........................................................................... 1202
Replacing Power Supplies.............................................................................. 1203
Installing Power Supplies................................................................. 1204
Power Supply Upgrade Considerations......................................... 1205
System Upgrading and Optimizing................................................................ 1206
System Board Upgrading................................................................. 1206
Exam Prep Questions....................................................................................... 1218
Answers and Explanations............................................................................. 1221
Challenge Solutions......................................................................................... 1222
On the CD
Appendix A Practice Essentials Exam
Appendix B IT Tech Practice Exam
Appendix C Depot Practice Exam
Appendix D Remote Support Practice Exam
0789735644, TOC, 6/13/2007
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