Topics in Computer Hardware Servicing A.

Hardware
1. Installing Computer Systems and Networks 1.1 Identify the names, purpose, and characteristics of system modules. Recognize these modules by sight or definition.

Motherboard Firmware Power supply Processor/CPU Memory Storage devices

Display devices Adapter cards Ports Cases Riser cards

1.2

Identify basic procedures for adding and removing field-replaceable modules for desktop systems. Given a replacement scenario, choose the appropriate sequence. Desktop/Server components:

Motherboard Storage device FDD HDD CD/CDRW DVD/DVDRW Tape drive Removable storage Power supply o AC adapter o AT/ATX Cooling systems o Fans o Heat sinks o Liquid cooling
o o o o o o

Processor/CPU Memory Display device Input devices o Keyboard o Mouse/Pointer devices o Touch screen Adapters o Network Interface Cards (NIC) o Sound card o Video card o Modem o SCSI o IEEE 1394/FireWire o USB o Wireless

1.3

Identify basic procedures for adding and removing field-replaceable modules for portable systems. Given a replacement scenario, choose the appropriate sequences. Portable components/Laptop:

Storage devices o FDD o HDD o CD/CDRW o DVD/DVDRW o Removable storage Power sources o AC adapter o DC adapter o Battery o Memory o Input devices o Keyboard o Mouse/Pointer devices o Touch screen

PCMCIA/Mini-PCI adapters o Network Interface Card (NIC) o Modem o SCSI o IEEE 1394/FireWire o USB o Storage (memory and hard drive)

Docking station/Port replicators LCD panel Wireless o Adapter/Controller o Antenna

1.4

Identify typical IRQs, DMAs, and I/O addresses, and procedures for altering these settings when installing and configuring devices. Choose the appropriate installation or configuration steps in a given scenario. May include the following:

Legacy devices (e.g., ISA, sound card) Specialized devices (e.g., CAD/CAM) Internal modems Floppy drive controllers Hard drive controllers

Multimedia devices NICs I/O ports

o o o o o

Serial Parallel USB ports IEEE 1394/FireWire Infrared

1.5

Identify the names, purposes, and performance characteristics of standardized/common peripheral ports, associated cabling, and their connectors. Recognize ports, cabling, and connectors by sight. Content may include the following:

Port types
o o o o o

Serial

Serial Parallel USB ports IEEE 1394/FireWire Infrared

o

DB-9 DB-25 RJ-11 RJ-45

Parallel

Cable types
o

o o

Serial (straight through versus null modem) Parallel USB

DB-25 Centronics (mini, 36) o o o

PS2/MINI-DIN USB IEEE 1394

Connector types

1.6

Identify proper procedures for installing and configuring common IDE devices. Choose the appropriate installation or configuration sequences in given scenarios. Recognize the associated cables. May include the following: 1. IDE interface types
o o o o

EIDE ATA/ATAPI Serial ATA PIO

2. 3. 4. 5. 6.

RAID (0, 1, and 5) Master/Slave/Cable select Devices per channel Primary/Secondary Cable orientation/requirements

1.7

Identify proper procedures for installing and configuring common SCSI devices. Choose the appropriate installation or configuration sequences in given scenarios. Recognize the associated cables. May include the following:

SCSI interface types

o o o o o o

Narrow Fast Wide Ultra-wide LVD HVD

Internal versus external SCSI IDs

o o

Jumper block/DIP switch settings (binary equivalents) Resolving ID conflicts

RAID (0, 1, and 5) Cabling

o o o

Length Type Termination requirements (active, passive, auto)

1.8

Identify proper procedures for installing and configuring common peripheral devices. Choose the appropriate installation or configuration sequences in given scenarios. May include the following:

Modems and transceivers (dial-up, cable, DSL, ISDN) External storage Digital cameras PDAs Wireless access points Infrared devices Printers UPS and suppressors Monitors

1.9

Identify procedures to optimize PC operations in specific situations. Predict the effects of specific procedures under given scenarios. Topics may include:

Cooling systems o Liquid o Air o Heat sink o Thermal compound Disk subsystem enhancements o Hard drives o Controller cards (e.g., RAID, ATA-100, etc.) o Cables NICs Specialized video cards

Memory Additional processors

1.10

Determine the issues that must be considered when upgrading a PC. In a given scenario, determine when and how to upgrade system components. Issues may include:

Drivers for legacy devices Bus types and characteristics Cache in relationship to motherboards Memory capacity and characteristics Processor speed and compatibility Hard drive capacity and characteristics System/Firmware limitations Power supply output capacity

Components may include the following:

o o o o

Motherboards Memory Hard drives CPU BIOS Adapter cards Laptop power sources Lithium ion Fuel cell NiMH PCMCIA Type I, II, III cards

2. Diagnosing and Troubleshooting 2.1 Recognize common problems associated with each module and their symptoms, and identify steps to isolate and troubleshoot the problems. Given a problem situation, interpret the symptoms and infer the most likely cause. May include the following: 1. I/O ports and cables o Serial o Parallel o USB ports o IEEE 1394/FireWire o Infrared o SCSI 2. Motherboards o CMOS/ BIOS settings o POST audible/visual error codes 3. Peripherals 4. Computer case o Power supply o Slot covers o Front cover alignment 5. Storage devices and cables o FDD o HDD o CD/CDRW o DVD/DVDRW o Tape drive o Removable storage 6. Cooling systems o Fans o Heating sinks o Liquid cooling o Temperature sensors

7. Processor/CPU

8. Memory 9. Display device 10. Input devices o Keyboard o Mouse/Pointer devices o Touch screen

11. Adapters o Network Interface Card (NIC)

Sound card Video card Modem SCSI IEEE 1394/FireWire USB 12. Portable Systems o PCMCIA o Batteries o Docking stations/Port replicators Portable unique storage

o o o o o o

2.2

Identify basic troubleshooting procedures and tools, and how to elicit problem symptoms from customers. Justify asking particular questions in a given scenario. May include the following:

Troubleshooting/Isolation/Problem determination procedures Determining whether it is a hardware or software problem Gathering information from the user o Customer environment o Symptoms/Error codes o Situation when the problem occurred

3. PC Preventive Maintenance, Safety, and Environmental Issues 3.1 Identify the various types of preventive maintenance measures, products, and procedures, and when/how to use them. Content may include the following:

Liquid cleaning compounds Types of materials to clean contacts and connections Nonstatic vacuums (e.g., for chassis, power supplies, fans) Cleaning monitors Cleaning removable media devices Ventilation, dust, and moisture control on the PC hardware interior Hard disk maintenance (defragging, scan disk, CHKDSK)

Verifying UPS (Uninterruptible Power Supply) and suppressors 3.2 Identify various safety measures and procedures, and when/how to use them. Content may include the following:

ESD (Electrostatic Discharge) precautions and procedures

o o o

What ESD can do, and how it might be apparent or hidden Common ESD protection devices Situations that could present a danger or hazard

Potential hazards and proper safety procedures relating to

o

High-voltage equipment

Power supply

CRTs 3.3 Identify environmental protection measures and procedures, and when/how to use them. Content may include the following:

Special disposal procedures that comply with environmental guidelines Batteries CRTs Chemical solvents and cans

MSDS (Material Safety Data Sheet)

4. Motherboard/Processors/memory 4.1 Distinguish between the popular CPU chips in terms of their basic characteristics. Content may include the following:

Popular CPU chips (Pentium-class compatible) Voltage Speeds (actual versus advertised) Cache Levels 1, 2, 3 Socket/Slots VRM(s)

4.2

Identify the types of RAM (Random Access Memory), form factors, and operational characteristics. Determine banking and speed requirements under given scenarios. Content may include the following:

Types EDO RAM (Extended Data Output RAM) DRAM (Dynamic Random Access Memory) SRAM (Static RAM) VRAM (Video RAM) SDRAM (Synchronous Dynamic RAM) DDR (Double Data Rate) RAMBUS Form factors (including pin count) o SIMM (Single In-line Memory Module) o DIMM (Dual In-line Memory Module) o SoDIMM (Small outline DIMM) o MicroDIMM
o o o o o o o

RIMM (Rambus In Line Memory Module)

Operational characteristics o Memory chips (8 bit, 16 bit, and 32 bit) o Parity chips versus nonparity chips o ECC versus non-ECC o Single sided versus double sided

4.3

Identify the most popular types of motherboards, their components, and their architectures (bus structures). Content may include the following:

Types of motherboards
o o

AT ATX

Socket 478 Socket 370 External cache memory (Level 2) Bus architecture ISA PCI

o o

Components
o o o o o o

Communication ports Serial USB Parallel IEEE 1394/FireWire Infrared

Memory
o o o o o

o o o o o

PCI 32 bit PCI 64 bit AGP 2x 4x

SIMM DIMM RIMM SoDIMM MicroDIMM

8x (Pro)

Processor sockets
o o o o o o o

Slot 1 Slot 2 Slot A Socket A Socket 7 Socket 8 Socket 423

USB AMR (Audio Modem Riser) slots CNR (Communication Network Riser) slots Basic compatibility guidelines IDE (ATA, ATAPI, ultra-DMA, EIDE) SCSI (narrow, wide, fast, ultra, HVD, LVD [Low Voltage Differential])

Chipsets

4.4

Identify the purpose of CMOS (Complementary Metal-Oxide Semiconductor) memory, what it contains, and how and when to change its parameters. Given a scenario involving CMOS, choose the appropriate course of action. CMOS settings:

Default settings CPU settings Printer parallel portuni-/bi-directional, disable/enable, ECP, EPP COM/serial portmemory address, interrupt request, disable Floppy driveenable/disable drive or boot, speed, density Hard drivesize and drive type Memoryspeed, parity, nonparity Boot sequence Date/Time Passwords Plug-and-Play BIOS Disabling onboard devices Disabling virus protection Power management

Infrared

5. Printers
5.1 Identify printer technologies, interfaces, and options/upgrades.

Technologies include:

Laser

Ink dispersion Dot matrix Solid ink Thermal Dye sublimation

SCSI USB Infrared Serial IEEE 1394/FireWire Wireless

Options/Upgrades include: Memory Hard drives NICs Trays and feeders Finishers (e.g., stapling, etc.) Scanners/Fax/Copier

Interfaces include:

Parallel Network

5.2

Recognize common printer problems and techniques used to resolve them. Content may include the following:

Printer drivers Firmware updates Paper feed and output Calibrations

Printing test pages

Errors (printed or displayed) Memory Configuration Network connections Connections Paper jam Print quality Safety precautions Preventive maintenance Consumables Environment

6. Basic Networking
6.1 Identify the common types of network cables, their characteristics, and connectors.

Cable types include:

STP Fiber
o o

Coaxial o RG6 o RG8 o RG58 o RG59 Plenum/PVC UTP

o o o

Single mode Multimode

Connector types include:

CAT3 CAT5/e CAT6

BNC RJ-45 AUI ST/SC IDC/UDC

6.2

Identify basic networking concepts, including how a network works.

Concepts include:

Installing and configuring network cards Addressing Bandwidth Status indicators Protocols o TCP/IP o IPX/SPX (NWLINK) o AppleTalk o NetBEUI/NetBIOS Full duplex, half duplex Cablingtwisted pair, coaxial, fiber optic, RS-232 Networking models o Peer to peer o Client/Server Infrared Wireless Identify common technologies available for establishing Internet connectivity and their characteristics.

6.3

Technologies include:

LAN DSL Cable ISDN Dial-up Satellite Wireless

Characteristics include:

Definition Speed

Connections

B. SOFTWARE 7. Operating System Fundamentals

1.1 Identify the major desktop components and interfaces, and their functions. Differentiate the characteristics of Windows 9x/Me, Windows NT 4.0 Workstation, Windows 2000 Professional, and Windows XP.

Content may include the following:

Contrasts between Windows 9x/Me, Windows NT 4.0 Workstation, Windows 2000 Professional, and Windows XP Major operating system components o Registry o Virtual memory o File system Major operating system interfaces o Windows Explorer o Computer o My Computer management console o Control Panel

o o o

1.2 files.

Accessories/System o Task bar/Systray tools o Start Menu Command line o Device Manager Network Neighborhood/My Network Places Identify the names, locations, purposes, and contents of major system

Content may include the following:

Windows 9x specific files o IO.SYS o MSDOS.SYS o AUTOEXEC.BAT o COMMAND.COM o CONFIG.SYS

o o o o

HIMEM.SYS EMM386.exe WIN.COM SYSTEM.INI

Registry data files SYSTEM.DAT USER.DAT Windows NT-based specific files

o o o o o o

BOOT.INI NTLDR NTDETECT.COM NTBOOTDD.SYS NTUSER.DAT Registry data files

1.3

Demonstrates the ability to use command-line functions and utilities to manage the operating system, including the proper syntax and switches.

Command-line functions and utilities include:

Command/CMD DIR ATTRIB VER MEM SCANDISK DEFRAG EDIT XCOPY COPY FORMAT

FDISK SETVER SCANREG MD/CD/RD Delete/Rename DELTREE TYPE ECHO SET PING

1.4

Identify basic concepts and procedures for creating, viewing, and managing disks, directories, and files. This includes procedures for changing file attributes and the ramifications of those changes (e.g., security issues). Content may include the following:

Disks
o

Partitions Active partition Primary partition Extended partition Logical partition

Files systems FAT16 FAT32 NTFS4 NTFS5.x Directory structures (root directory, subdirectories, etc.) o Create folders o Navigate the directory structure Maximum depth Files o Creating files o File naming conventions (most common extensions, 8.3, maximum length) o File attributesread only, hidden, system, and archive attributes o File compression o File encryption o File permissions o File types (text versus binary file) 1.5

Identify the major operating system utilities, their purposes, location, and available switches. Disk management tools
o o o o o o o

DEFRAG.EXE FDISK.EXE Backup/Restore utility (MS Backup, NT Backup, etc.) ScanDisk CHKDSK Disk cleanup Format

System management tools

o o o o o o o o o o

Device manager System manager Computer manager MSCONFIG.EXE REGEDIT.EXE (view information/backup registry) REGEDT32.EXE SYSEDIT.EXE SCANREG COMMAND/CMD Event viewer

Task manager

File management tools

o o o

ATTRIB.EXE EXTRACT.EXE Edit.com

Windows Explorer

8. Installation, Configuration, and Upgrading

2.1 Identify the procedures for installing Windows 9x/Me, Windows NT 4.0 Workstation, Windows 2000 Professional, and Windows XP, and bringing the operating system to a basic operational level.

Content may include the following:

Verify hardware compatibility and minimum requirements. Determine OS installation options.

o o o o

Installation type (typical, custom, other) Network configuration File system type Dual boot support

Disk preparation order (conceptual disk preparation)

o o o

Start the installation Partition Format drive

Run appropriate set-up utility Setup Winnt Installation methods o Bootable CD-ROM o Boot floppy o Network installation o Drive imaging
o o

Device driver configuration o Load default drivers o Find updated drivers o Restore user data files (if applicable)
o

Identify common symptoms and problems Identify steps to perform an operating system upgrade from Windows 9x/Me, Windows NT 4.0 Workstation, Windows 2000 Professional, or Windows XP. Given an upgrade scenario, choose the appropriate next steps.

2.2

Content may include the following:

Upgrade paths available Determine correct upgrade start-up utility (e.g., WINNT32 versus WINNT) Verify hardware compatibility and minimum requirements Verify application compatibility Apply OS service packs, patches, and updates Install additional Windows components

2.3

Identify the basic system boot sequences and boot methods, including the steps to create an emergency boot disk with utilities installed for Windows

9x/Me, Windows NT 4.0 Workstation, Windows 2000 Professional, or Windows XP. Content may include the following:

Boot sequence
o o

Files required to boot Boot steps (Windows 9x/NT based)

Alternative boot methods

o o o o o o o o

Using a start-up disk Safe/VGA-only mode Last known good configuration Command prompt mode Booting to a system-restore point Recovery console Boot.ini switches Dual boot

Creating emergency disks with OS utilities Creating an Emergency Repair Disk (ERD)

2.4

Identify procedures for installing/adding a device, including loading, adding, and configuring device drivers and required software.

Content may include the following:

Device driver installation

o o o o o o

Plug-and-Play (PnP) and non-PnP devices Install and configure device drivers Install different device drivers Manually install a device driver Search the Internet for updated device drivers Using unsigned drivers (driver signing)

Install additional Windows components Determine if permissions are adequate for performing the task

2.5

Identify the procedures necessary to optimize the operating system and major operating system subsystems.

Content may include the following: Virtual memory management Disk Defragmentation Files and Buffers Caches Temporary file management

10. Diagnosing and Troubleshooting

3.1 Recognize and interpret the meaning of common error codes and start-up messages from the boot sequence, and identify steps to correct the problems.

Content may include the following:

Common error messages and codes

o

Boot failure and errors

Invalid boot disk Inaccessible boot device Missing NTLDR Bad or missing command interpreter
o

Start-up messages

Error in CONFIG.SYS line XX Himem.sys not loaded Missing or corrupt Himem.sys Device/Service has failed to start
o o o o o o

A device referenced in SYSTEM.INI, WIN.INI, Registry is not found Event Viewerevent log is full Failure to start GUI Windows Protection Error User-modified settings cause improper operation at start-up Registry corruption

Using the correct utilities

o o o

Dr. Watson Boot Disk Event Viewer

3.2

Recognize when to use common diagnostic utilities and tools. Given a diagnostic scenario involving one of these utilities or tools, select the appropriate steps needed to resolve the problem.

Utilities and tools may include the following:

Start-up disks
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Required files for a boot disk Boot disk with CD-ROM support

Startup Modes
o o o o o

Safe mode Safe mode with command prompt Safe mode with networking Step-by-step/Single-step mode Automatic skip driver (ASD.exe)

Diagnostic tools, utilities, and resources

o o o o o o o o

User/Installation manuals o Internet/Web resources o Training materials o Task Manager o Dr. Watson Eliciting problem symptoms from customers

Boot disk Event Viewer Device Manager WinMSD MSD Recovery CD-ROM CONFIGSAFE

Having the customer reproduce error as part of the diagnostic process Identifying recent changes to the computer environment from the user

3.3

Recognize common operational and usability problems, and determine how to resolve them.

Content may include the following:

Troubleshooting Windows-specific printing problems

o o o

Print spool is stalled Incorrect/incompatible driver for printer Incorrect parameter

Other common problems

o o o o o o o o o o

General Protection Faults Blue screen error (BSOD) Illegal operation Invalid working directory System lockup Option (sound card, modem, input device) or will not function Application will not start or load Cannot log on to network (option-NIC not functioning) Applications dont install Network connections

Viruses and virus types

o o o o

What they are TSR (Terminate Stay Resident) programs and virus Sources (floppy, e-mails, etc.) How to determine presence

11.

Networks
4.1 Identify the networking capabilities of Windows. Given configuration parameters, configure the operating system to connect to a network.

Content may include the following:

Configure protocols o TCP/IP Gateway Subnet mask DNS (and domain suffix) WINS Static address assignment Automatic address assignment (APIPA, DHCP) o IPX/SPX (NWLink) o AppleTalk o NetBEUI/NetBIOS Configure client options o Microsoft o Novell Verify the configuration

Understand the use of the following tools o IPCONFIG.EXE o WINIPCFG.EXE o PING o TRACERT.EXE o NSLOOKUP.EXE Share resources (understand the capabilities/limitations with each OS version) Setting permissions to shared resources Network type and network card

4.2

Identify the basic Internet protocols and terminologies. Identify procedures for establishing Internet connectivity. In a given scenario, configure the operating system to connect to, and use Internet resources. DSL networking ISDN networking Cable Satellite Wireless LAN Installing and configuring browsers o Enable/Disable script support o Configure proxy settings o Configure security settings Firewall protection under Windows XP
o o o o o o

Content may include the following:

Protocols and terminologies o ISP o TCP/IP o E-mail (POP, SMTP, IMAP) o HTML o HTTP o HTTPS o SSL o Telnet o FTP o DNS Connectivity technologies o Dial-up networking