A+ Guide to Software: Managing, Maintaining, and Troubleshooting » (5th Edition)

Jean Andrews has more than 30 years of experience in the computer industry, including more than 13 years in the college classroom. She has worked in a variety of businesses and corporations designing, writing, and supporting application software; managing a PC repair help desk; and troubleshooting wide area networks. She has written numerous books on software, hardware, and the Internet, including the bestselling A+ Guide to Managing and Maintaining Your PC, A+ Guide to Hardware: Managing, Maintaining and Troubleshooting, and A+ Guide to Software: Managing, Maintaining and Troubleshooting. Jean lives in Atlanta, Georgia.

Written by best-selling PC repair author and educator Jean Andrews, the fifth edition of A+ GUIDE TO SOFTWARE: MANAGING, MAINTAINING, AND TROUBLESHOOTING maps fully to CompTIA's 2009 A+ Exam objectives. This full-color guide is the most complete, step-by-step book available for learning the fundamentals of supporting and troubleshooting computer software. At the same time, it prepares readers to successfully pass the software portions of the A+ 220-701 and 220-702 exams. The new edition is formatted to support any teaching or learning style and course format, featuring an essentials-to-practical organization within each chapter and inclusion of tabs distinguishing exam content. Further content and live demonstrations with Jean Andrews are available on the accompanying CD, making this new edition a total solution for PC repair.

CompTIA A+ Essential 2006 Examination Objectives     vii
CompTIA A+ 220-602 2006 Examination Objectives     xviii
CompTIA A+ 220-603 2006 Examination Objectives     xxv
CompTIA A+ 220-604 2006 Examination Objectives     xxxi
Introducing Operating Systems     1
Operating Systems Past and Present     2
DOS (Disk Operating System)     2
Windows 9x/Me     3
Windows NT     5
Windows 2000     5
Windows XP     7
Windows Vista     8
Windows Server 2003     8
Unix     8
Linux     8
OS/2     9
Mac OS     9
What an Operating System Does     11
Operating System Components     11
An OS Provides a User Interface     12
An OS Manages Files and Folders     14
An OS Manages Applications     19
An OS Manages Hardware     22
OS Tools to Examine a System     28
The Windows Desktop     28
My Computer and Windows Explorer     34
System Properties     39
Control Panel     40
Device Manager     41
SystemInformation     44
Windows Help and the Microsoft Web Site     44
Keystroke Shortcuts in the OS     46
Installing Windows 2000/XP     55
Features and Architecture of Windows 2000/XP     56
Versions and Features of Windows XP and 2000     56
Windows 2000/XP Architecture and Operating Modes     60
Networking Features     62
How Windows 2000/XP Manages Hard Drives     65
When to Use Windows 2000 and Windows XP     74
Plan the Windows 2000/XP Installation     75
Minimum Requirements and Hardware Compatibility     75
Upgrade, Clean Install, or Dual Boot?     79
Hard Drive Partitions and File Systems     81
Will the PC Join a Workgroup or a Domain?     82
How Will the Installation Process Work?     82
Final Checklist     83
Steps to Install Windows XP     86
Windows XP Clean Install When an OS is Not Already Installed     87
Windows XP Clean Install When an OS is Already Installed     89
Upgrade to Windows XP     89
Dual Boot Using Windows XP     90
After the Windows XP Installation     91
Product Activation     93
Update Windows      94
Steps to Install Windows 2000     97
Clean Installation     97
Clean Install When the Hard Drive Has an Operating System Installed     99
Upgrade Installation     100
Maintaining Windows 2000/XP     107
Supporting Hardware and Applications     108
Installing Hardware Under Windows 2000/XP     108
Preparing a Hard Drive for First Use     114
Solving Hardware Problems Using Windows 2000/XP     119
Installing and Supporting Applications     124
Tools Useful to Manage Hardware and Applications     130
Protecting and Maintaining Windows System Files     140
Windows File Protection     141
Windows XP System Restore     143
Back up and Restore the System State     146
Windows XP Automated System Recovery     148
The Windows 2000/XP Registry     152
How the Registry Is Organized     153
Backing Up and Recovering the Registry     156
Editing the Registry     158
Optimizing the Windows 2000/XP Environment     160
Tools to Manage Software     161
Uninstall Unwanted Software     170
Managing Windows 2000/XP Memory      175
Supporting Windows 2000/XP Users and Their Data     185
Managing User Accounts     186
Understanding and Setting Up User Accounts     186
Transferring User Files and Preferences to a New PC     197
Tools for Supporting Users and Their Data     199
The Command Prompt Window     199
Task Scheduler     207
Group Policy     209
Controlling the Start Menu     212
Windows XP Remote Assistance     213
Supporting Hard Drives     219
Hard Drive Routine Maintenance Tasks     219
Conserving Hard Drive Space     223
Making Backups     227
Solving Hard Drive Problems     233
Troubleshooting Windows 2000/XP Startup     245
Understanding the Windows 2000/XP Boot Process     246
What Happens when Windows 2000/XP Starts Up     246
Files Needed to Start Windows 2000/XP     247
Important Folders Used in the Startup Process     249
The Boot.ini File     249
Customizing the Way Windows 2000/XP Starts Up     250
Troubleshooting Tools to Solve Startup Problems     252
Advanced Options Menu     258
Recovery Console      263
Strategies for Troubleshooting Windows 2000/XP Startup     275
Guidelines for Troubleshooting Boot Problems     275
Respond to Any Startup Errors     277
Cleaning Up Startup     282
Restore System Files     288
Recover or Repair the Windows 2000/XP Installation     290
Windows 9x/Me Commands and Startup Disk     301
Understanding DOS and Windows 9x/Me Startup     302
OS Boot Record Program Locates and Executes Io.sys     302
Msdos.sys Is Checked     303
Config.sys Is Checked     303
Command.com is Executed     304
Autoexec.bat is Executed     304
Commands to Manage Memory     305
How DOS and Windows 9x/Me Divide Memory     305
Windows 9x/Me and DOS Utilities That Manage Memory     308
Using the Command Prompt     312
Accessing a Command Prompt     312
File and Directory Naming Conventions     313
Using Wildcard Characters in Command Lines     314
Launching a Program Using the Command Prompt     314
Commands to Manage Files and Directories     315
Commands to Manage Hard Drives and Disks     322
Commands to Manage the Operating System      324
Using Batch Files     326
Using the Windows 9x/Me Startup Disk     326
Creating a Windows 9x/Me Startup Disk     326
Using a Startup Disk to Partition and Format a New Drive     328
Using a Startup Disk to Troubleshoot a Failed Boot     330
Supporting Windows 9x/Me     339
Windows 9x/Me Architecture     340
A Bridging of Two Worlds     340
Virtual Machines     342
Virtual Memory     344
Installing Windows 9x/Me, Hardware, and Software     345
Installing Windows 9x/Me     345
Installing and Managing Hardware with Windows 9x/Me     356
Installing and Managing Software with Windows 9x/Me     362
Booting Windows 9x/Me     364
Files Used to Customize the Startup Process     365
The Windows 9x/Me Startup Process     366
Troubleshooting Tools for Windows 9x/Me     370
System Monitor     372
System Configuration Utility (Msconfig)     373
Dr. Watson     374
The Windows 9x/Me Registry and Registry Checker     375
Troubleshooting Windows 9x/Me     379
Troubleshooting Windows 9x/Me Installations     379
Troubleshooting Windows 9x/Me Startup     380
Troubleshooting Problems After Windows 9x/Me Startup     389
Windows on a Network     401
Physical Network Architectures     402
Sizes of Networks     402
Additional Terms Used in Networking     402
Introducing Ethernet     404
Wi-Fi Wireless Networks     405
VoIP Telephone Networks     406
Windows on a Network     409
Four Suites of Protocols     410
Addressing on a Network     412
How Computers Find Each Other on a LAN     421
Configuring a Network card and Connecting to a Network     423
Installing a NIC Using Windows 2000/XP     423
Installing a NIC Using Windows 9x/Me     429
Installing a Wireless Adapter in a Notebook     432
Using Resources on the Network     443
Sharing Files, Folders, and Applications     443
Network Drive Maps     448
What If You Don't Want to Share?     450
How to Set Up Your Own Wireless Network     451
Security on a Wireless LAN     451
Choosing a Wireless Access Point     453
Configure and Test Your Wireless Network     453
Troubleshooting a Network Connection      457
Windows on the Internet     467
The TCP/IP Suite of Protocols     468
Using IP and Port Addresses to Identify Services     468
TCP/IP Protocol Layers     471
TCP/IP Utilities     474
Connecting to the Internet     477
Cable Modem and DSL Connections     478
Dial-up Connections     485
Sharing a Personal Internet Connection     495
Implementing a Software Firewall     497
Using a Router on Your Network     499
Advantages of Using a Router     500
Installing and Configuring a Router     502
Virtual Private Network     508
Supporting Internet Clients     510
Supporting Web Browsers     511
Supporting E-mail     522
Supporting FTP     524
Supporting VoIP     527
Supporting Remote Desktop     530
Securing Your PC and LAN     543
Securing Your Desktop or Notebook Computer     544
Access Control     545
Limit Use of the Administrator Account     553
Use a Personal Firewall     554
Use AV Software     555
Keep Windows Updates Current      556
Set Internet Explorer for Optimum Security     558
Use Alternate Client Software     558
Consider Using Microsoft Shared Computer Toolkit for Windows XP     559
Hide and Encrypt Files and Folders     560
Physically Protect Your Equipment     566
Beware of Social Engineering     567
Keep Good Backups of User Data     571
Back Up System Files     572
Make Use of Event Logging and Incident Reporting     572
Destroy the Trash     578
Perform a Monthly Security Maintenance Routine     578
Securing Your Wired or Wireless Network     579
Use a Router to Secure a SOHO Network     579
Authentication Technologies for Larger Networks     581
Dealing with Malicious Software     583
You've Got Malware     584
Here's the Nasty List     585
Step-by-Step Attack Plan     589
Supporting Printers and Scanners     607
Installing and Sharing a Printer     608
Installing a Local Printer     608
Sharing a Printer with Others in a Workgroup     612
Maintaining Printers and Scanners     619
Printer Languages     619
Using Windows to Manage Printers      620
Installing a Scanner     624
Troubleshooting Printers and Scanners     627
Printer Does Not Print     627
Troubleshooting Scanners     633
The Professional PC Technician     639
Job Roles and Responsibilities     640
Certifications and Professional Organizations     640
Recordkeeping and Information Tools     642
What Customers Want: Beyond Technical Know-How     642
Support Calls: Providing Good Service     643
Planning for Good Service     644
Making an On-Site Service Call     645
Phone Support     647
When You Can't Solve the Problem     650
Protecting Software Copyrights     650
Federal Copyright Act of 1976     650
Industry Associations     651
What Are Your Responsibilities Under the Law?     651
How an OS Uses System Resources     657
Interrupt Request Number (IRQ)     658
Memory Addresses     662
I/O Addresses     663
DMA Channels     664
Introducing Linux     665
Root Account and User Accounts     667
Directory and File Layout     667
Linux Commands     669
Editing Commands     671
Viewing the Shells File     672
Redirecting Output     673
Creating a Directory     673
Using the vi Editor     674
Window Managers     676
Introducing the Mac OS     677
Starting Up a Mac     678
Using the Mac     680
The Mac Desktop     680
Using the Finder     681
Using the Apple Menu     683
Launching an Application     684
Supporting Hardware     684
Adjusting Display Settings     685
Supporting the Hard Drive     686
Drive Maintenance Tools     687
Supporting Windows MT Workstation     691
Installing Windows NT as the Only OS     692
Troubleshooting the Windows NT Boot Process     692
Last Known Good Configuration     693
Windows NT Boot Disks     693
The Windows NT Emergency Repair Disk     694
Using the Boot Disks and the ERD to Recover from a Failed Boot     695
CompTIA A+ Acronyms     697
Glossary     705
Index     731