Software trouble shooting issues Flashcards

(441 cards)

1
Q

What are the minimum requirements for Windows 11?

A
  • CPU: 1 GHz
  • RAM: 4 GB
  • Free drive space: 64 GB
  • UEFI (secure boot) capable
  • TPM 2.0
  • DirectX 12
  • 720p resolution

These requirements ensure compatibility with Windows 11 features.

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2
Q

Name some common system tools in Windows.

A
  • Task Manager
  • Microsoft Management Console (MMC)
  • Event Viewer
  • Disk Management
  • Task Scheduler
  • Device Manager
  • Certificate Manager
  • Local User and Groups
  • Performance Monitor
  • Group Policy Editor
  • System Information
  • Resource Monitor
  • System Configuration
  • Disk Cleanup
  • Disk Defragment
  • Registry Editor

Many of these tools have been migrated to the Settings app.

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3
Q

True or false: Remote Desktop connection software (RDP) allows a user to control a remote computer’s GUI.

A

TRUE

RDP enables remote access to another computer’s graphical interface.

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4
Q

What is the default path for %systemroot% in Windows?

A

C:\Windows

This is where the Windows operating system files are typically stored.

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5
Q

What does the dir command do in Windows?

A

Lists the contents of a directory

It is a basic command for navigating file systems.

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6
Q

Fill in the blank: The command to remove a directory in Windows is _______.

A

rmdir

This command is used to delete directories.

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7
Q

What does the chkdsk /F command do?

A

Locates bad sectors and recovers information

It is a file checking command-line tool in Windows.

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8
Q

What is the purpose of the gpupdate command?

A

Forces a device to check for group policy changes

It applies any existing group policy updates immediately.

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9
Q

What does the nslookup command do?

A

Queries DNS servers for information

It retrieves DNS details, including IP addresses.

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10
Q

What is the maximum number of partitions for a GPT storage drive?

A

128 partitions

GPT allows for more partitions compared to MBR’s limit.

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11
Q

What is the most common file system in Windows?

A

NTFS

It is widely used for its features and reliability.

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12
Q

What does System Restore do?

A

Fixes issues by reverting to an earlier time

It uses restore points to recover system functionality.

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13
Q

What is the Windows Recovery Environment (Windows RE)?

A

Includes System Recovery Options like Startup Repair and Command Prompt

It helps troubleshoot and repair Windows issues.

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14
Q

What does the Event Viewer do?

A

Displays errors and warnings in three main log files: System, Application, Security

It helps monitor system health and troubleshoot issues.

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15
Q

Fill in the blank: A stop error is also known as a _______.

A

Blue Screen of Death (BSOD)

This error halts the operating system and indicates critical issues.

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16
Q

What is the purpose of the ping command?

A

Tests whether another host is available over the network

It helps diagnose network connectivity issues.

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17
Q

What does the tracert command do?

A

Displays the route taken by packets to a destination

It helps identify network paths and delays.

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18
Q

What is the macOS Dock?

A

An icon bar providing quick access to frequently used apps and files

It helps users manage their applications efficiently.

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19
Q

What is Time Machine in macOS?

A

Integrated backup software that creates incremental backups

It helps users restore files and system states easily.

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20
Q

What is the function of the Finder in macOS?

A

File manager for navigating folders and managing storage devices

It is essential for file organization in macOS.

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21
Q

What does the Keychain Access tool do in macOS?

A

Securely stores and manages user passwords and sensitive notes

It enhances security for user credentials.

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22
Q

What is the purpose of Apple ID?

A

Personal account for accessing Apple services like iCloud and the App Store

It centralizes user access to Apple services.

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23
Q

Fill in the blank: The App Store is Apple’s curated digital marketplace for _______.

A

discovering, purchasing, installing, and updating macOS applications

It provides a platform for app management on macOS.

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24
Q

What does the Terminal provide in macOS?

A

Command-line interface access to the underlying Unix operating system

It is used for advanced user operations.

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What is the **.dmg** file format used for?
Distributing apps in macOS ## Footnote It typically requires dragging the contained .app file to the Applications folder.
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What is the **/Applications** folder in macOS?
Default location for storing user-installed application bundles ## Footnote It contains .app files for easy access.
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What is the **/Library** folder used for in macOS?
Holds systemwide settings and application support files ## Footnote It is shared across all user accounts.
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What does the **/System** folder contain?
Core macOS operating system files managed by Apple ## Footnote It is protected by System Integrity Protection (SIP).
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What is the purpose of **FileVault** in macOS?
Encrypts the entire startup disk to protect data ## Footnote It secures user information in case of loss or unauthorized access.
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What does the **find** command do in Linux?
Locates files based on specified criteria ## Footnote It is essential for file management in Linux.
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What is the **apt** command used for in Linux?
Installs packages ## Footnote It is a package management tool for Debian-based systems.
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Fill in the blank: The **ping** command in Linux is used for _______.
network diagnostics ## Footnote It tests connectivity to other devices.
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What does the **curl** command do in Linux?
Requests and transfers data over a URL using various protocols ## Footnote It is commonly used for web interactions.
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What does the **ping** command do?
Network diagnostic tool to test whether the device is reachable by sending data packets and measuring response time ## Footnote It helps in checking connectivity between devices.
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What is the purpose of the **dig** command?
Finds out information related to DNS ## Footnote Useful for troubleshooting DNS issues.
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What does the **curl** command allow you to do?
Request and transfer data over a URL using various protocols such as HTTP, HTTPS, FTP, and more ## Footnote It is commonly used for testing APIs.
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What does the **traceroute** command do?
Displays the route taken by packets from source to destination ## Footnote It helps in diagnosing network routing issues.
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What information does the **/etc/passwd** file store?
Essential user account information like username, UID, GID, home directory, and shell ## Footnote This file is viewable by all users.
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What does the **/etc/shadow** file contain?
Securely holds encrypted user passwords and password aging policies; accessible only by root ## Footnote It enhances security by restricting access to sensitive information.
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What is the role of the **bootloader** in Linux?
Software that initializes the hardware and loads the Linux kernel into memory to start the operating system when the computer powers on ## Footnote It is crucial for the boot process.
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What is the **root account** in Linux?
The administrative superuser account possessing unrestricted privileges to perform any action on the Linux system ## Footnote It is essential for system administration.
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What are the **wireless encryption protocols** mentioned?
* WPA (Wi-Fi Protected Access) * WPA2 * WPA3 * AES (Advanced Encryption Standard) ## Footnote WPA3 with AES is considered the best combination for security.
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What is **RADIUS** used for?
Provides centralized authentication, authorization, and accounting (AAA) for network access ## Footnote Commonly used in WPA2/WPA3-Enterprise Wi-Fi.
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What is **Multifactor Authentication (MFA)**?
Enhances security by requiring users to provide two or more different types of proof of identity for authentication ## Footnote It adds an extra layer of security.
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What is a **Trojan horse**?
Appears to perform desired functions but actually performs malicious functions behind the scenes ## Footnote It is a type of malware.
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What does **spyware** do?
Type of malicious software that is either downloaded unwittingly from a website or installed along with other third-party software ## Footnote It monitors user activity without consent.
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What is a **keylogger**?
Hardware or software that captures the keystrokes of a keyboard ## Footnote It is often used for stealing sensitive information.
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What is **ransomware**?
Software designed to hold the computer hostage, encrypting files or locking the computer until the user pays the attacker ## Footnote Often propagated by a Trojan.
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What is the **best practice for malware removal**?
* Investigate and verify malware symptoms * Quarantine infected systems * Disable System Restore in Windows Home * Remediate infected systems * Update antimalware software * Scan and removal techniques * Reimage/reinstall if necessary * Schedule scans and run updates * Enable System Restore * Educate the end user ## Footnote Following these steps helps ensure effective malware removal.
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What does **social engineering** refer to?
The act of manipulating users into revealing confidential information or performing other actions detrimental to the user ## Footnote It includes techniques like phishing, vishing, and shoulder surfing.
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What is **encryption**?
The act of changing information using an algorithm known as a cipher to make it unreadable to anyone except users who possess the proper key ## Footnote It is essential for data security.
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What does **BitLocker** do?
Encrypts an entire drive in Windows; requires TPM (Trusted Platform Module) ## Footnote BitLocker To Go encrypts USB drives and other removable devices.
53
What is the purpose of **permissions** in Linux?
The most restrictive permission takes effect and overrides the less restrictive permission ## Footnote This is important for maintaining security.
54
What is **mobile device security**?
* Screenlocks (pattern, PIN, password) * Invalid attempts lockout * Remote wipe * Remote backup * Antivirus ## Footnote These measures help protect mobile devices from unauthorized access.
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What is **incident response**?
* First response * Identify what happened * Report through proper channels * Preserve data and devices * Document * Set up chain of custody ## Footnote It is crucial for managing security incidents effectively.
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What does **UAC (User Account Control)** do in Windows?
Requires administrative login to perform higher tasks ## Footnote It helps prevent unauthorized changes to the system.
57
What is a **sandbox testing**?
A testing environment that isolates changes and tests them without affecting the main system ## Footnote It is used for safe experimentation.
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Given a scenario
troubleshoot common mobile OS and application issues.
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• Application fails to launch
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• Application fails to close/crashes
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• Application fails to update
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• Application fails to install
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• Slow to respond
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• OS fails to update
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• Battery life issues
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• Random reboots
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• Connectivity issues
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− Bluetooth
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− Wi-Fi
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− Near-field communication (NFC)
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• Screen does not autorotate
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12
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127.0.0.1 is the loopback address.
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APIPA is 169.254.x.x (also known as link-local).
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To use the gateway
computers must be on the same network number as the gateway device. The
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subnet mask defines which portion of the IP address is the network number and which portion is the
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individual host number. Private IP addresses are internal to your network and do not communicate
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directly with the Internet. Public IP addresses communicate directly with the Internet. APIPA
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(Automatic Private IP Addressing) is a system used on Windows to automatically self-assign an IP
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address in the 169.254.x.x range in the absence of a DHCP server. The following table provides a
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snapshot of some key IPv4 and IPv6 address features.
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Address Feature IPv4 Address IPv6 Address
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Loopback address 127.0.0.1 0:0:0:0:0:0:0:1 (::1)
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Networkwide
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addresses
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IPv4 public address ranges Global unicast IPv6 addresses
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Private network
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addresses
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10.0.0.0
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172.16.0.0
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192.168.0.0
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Site-local address ranges
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(FEC0::)
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Autoconfigured
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addresses
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IPv4 automatic private IP addressing
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(169.254.0.0)
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Link-local addresses of FE80::
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prefix
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IPv6 addresses are 128-bit hexadecimal numbers (example:
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2001:7120:0000:8001:0000:0000:0000:1F10).
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::1 is the loopback address.
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Link-local addresses begin with FE80::/10 prefix.
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Common network speeds are 1000 Mbps (gigabit Ethernet) and 10 Gbps (10 Gb Ethernet)
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Common network speeds are 1000 Mbps (gigabit Ethernet) and 10 Gbps (10 Gb Ethernet).
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Networking protocols include
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FTP (File Transfer Protocol). Ports 20/21. Secure versions: FTPS port 989/990 and SFTP on port
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22
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SSH (Secure Shell). Port 22
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Telnet. Port 23 ( ) not secure
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SMTP (Simple Mail Transfer Protocol). Port 25. Secure version uses SSL/TLS on ports 587 or
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465
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DNS (Domain Name System). Port 53
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DHCP (Dynamic Host Configuration Protocol). Ports 67/68
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HTTP (HyperText Transfer Protocol). Port 80
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NTP (Network Time Protocol). Ports 123 and 1023
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POP3 (Post Office Protocol). Port 110. Secure version uses SSL/TLS on port 995.
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NetBIOS/NetBT (NetBIOS over TCP/IP). Ports 137–139
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IMAP (Internet Message Access Protocol). Port 143. Secure version uses SSL/TLS on port 993.
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SNMP (Simple Network Management Protocol). Ports 161/162
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LDAP (Lightweight Directory Access Protocol). Port 389. Secure version uses SSL/TLS on port
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636
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HTTPS (HTTP Secure). Port 443
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SMB/CIFS (Server Message Block/Common Internet File System). Port 445
127
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128
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129
15
130
16
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17
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133
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20
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RDP (Remote Desktop Protocol). Port 3389
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Twisted pair cabling standards (maximum 328 feet/100 meters):
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Category 5: rated for 100 Mbps
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Category 5e: Rated for 100 Mbps and gigabit networks
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Category 6/6a: Rated for gigabit and 10 Gbps networks
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Plenum-rated cable: fire-resistant cable designed for airways
conduits
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cannot reach.
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Direct burial cable is used outdoors
8 inches underground
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Wireless Ethernet:
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802.11a
5 GHz speed
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802.11b
2.4 GHz speed; up to 11 Mbps
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802.11g
2.4 GHz speed; up to 54 Mbps
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802.11n (Wi-Fi 4)
2.4 and 5 GHz speed; up to 600 Mbps
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802.11ac (Wi-Fi 5)
5 GHz speed; up to 3.5 Gbps
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802.11ax (Wi-Fi 6)
2.4 and 5 GHz (6 GHz for Wi-Fi 6E) speed; up to 9.6 Gbps
150
802.11be (Wi-Fi 7)
2.4
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2.4 GHz channels: 1–11
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5 GHz channels: 36
40
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Nonoverlapping channels are a set of wireless frequency channels that do not interfere with each
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other. For example
in the 2.4 GHz band
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nonoverlapping channels for Wi-Fi networks.
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Bluetooth is a short-range technology aimed at simplifying communications and synchronization
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among network devices.
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Bluetooth classes: Class I maximum transmission range: 100 meters; Class II (most common)
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range: 10 meters; Class III range: 1 meter. Class 4 range: 0.5 meter.
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Cellular: Cellular Internet connections use mobile networks to provide Internet access. These
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connections are based on technologies such as 4G LTE and 5G.
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NAT (Network Address Translation): The process of modifying an IP address as it crosses a
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router. Translates from one network to another.
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Database Servers: Database servers store
manage
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Examples of popular database management systems include Microsoft SQL Server
Oracle
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Database
MySQL
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Port forwarding forwards an external network port to an internal IP address and port.
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Screened subnet (aka DMZ): Area of network for servers that must be accessible by sources both
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outside and inside your network
not within LAN
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QoS (quality of service): Prioritizes computers or applications. Enables administrators to predict
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monitor
and control bandwidth use to ensure that bandwidth is available to applications that need it.
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PoE (Power over Ethernet): 802.3af PoE devices send Ethernet data and power over twisted pair
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cable to compliant devices (for example
a PoE injector or switch).
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Video cards typically connect to motherboards by way of x16 PCIe expansion slots. Video
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connector types include DVI
VGA (not digital but analog)
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USB-C.
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USB (Universal Serial Bus). Type A/Type B connectors are used by desktops/laptops
USB-C
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connectors are used by tablets/smartphones
etc. USB 2.0 (high-speed) = 480 Mbps. USB 3.0
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(SuperSpeed) = 5 Gbps. USB 3.1 (SuperSpeed+) = 10 Gbps. USB 3.2 = 10/20 Gbps (requires
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USB-C). USB 4.0 = 40 Gbps (requires USB-C).
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Thunderbolt: Ver 1 = 10 Gbps and uses DisplayPort; Ver 2 = 20 Gbps (also DisplayPort); Ver 3 =
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40 Gbps and uses USB Type C. Ver 4 = 40 Gbps and uses USB Type C.
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Random access memory (RAM): DIMMs include DDR4 (288-pins) and DDR5 (288-pins); none
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are backward compatible. Example of DDR transfer rate: DDR5-4800 = 38
400 MBps. While the
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pin count for DDR5 is the same as DDR4
the keying notch and pinouts are different
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desktop modules incompatible with DDR4 sockets. DDR4 SODIMMs (Small Outline DIMMs) for
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laptops have 260 pins. DDR5 SODIMMs have 262 pins. ECC RAM detects and corrects errors
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while non-ECC does not.
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HDD:
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Storage drives are non-volatile devices that store data. Types of drives and interfaces include
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Hard disk drive (magnetic-based)
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SSD:
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Solid-state drive (flash-based). Can be SATA or M.2
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SATA:
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Serial ATA uses a 15-pin power connector and 7-pin data connector. Rev 3 = 6 Gb/s
Rev
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3.2 (SATA Express) = 16 Gbps.
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RAID: Redundant array of independent (or inexpensive) disks. RAID 0 = striping (not fault
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tolerant)
RAID 1 = mirroring (minimum 2 disks)
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disks)
and RAID 6 = striping with double distributed parity (minimum 4 disks). RAID 10 (1+0) is
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mirrored sets that are striped (minimum 4 disks).
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ATX 12V 2.x Power Supplies connect to: motherboard (24-pin cable). CPU (4-pin/8-pin). PCIe
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video (6 or 8-pin) or new 12VHPWR (16 pin). SATA (15-pin). Molex (4-pin).
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BIOS/UEFI identifies
tests
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USB flash drive
or network via PXE. CR2032 lithium battery provides backup power.
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BIOS/UEFI configurations: time/date
boot device priority (boot order)
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management
WOL
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enable/disable devices
and intrusion detection. For BIOS/UEFI update
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The central processing unit (CPU) or processor takes care of most calculations. Speed measured in
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GHz. PGA (older AMD/AM4 and previous) = Pin Grid Array. LGA (Intel and newer AMD/AM5) =
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Land Grid Array. L1/L2 cache in each core. L3 cache is shared among entire CPU. Thermal
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paste/pads are required whenever heat sink is installed. TDP = thermal design power
example: 140
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watts.
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Case fans are important to keep components cool. CPU fans and liquid cooling can help keep CPU
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cool. CPU fan failure and power supply failure can cause system to shut down
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Printer configuration settings: Duplexing = printing on both sides; orientation = portrait or
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landscape; quality = DPI (600 or 1200)
tray settings (such as size = 8 1/2" × 11").
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Cloud models: SaaS (Software as a Service)
IaaS (Infrastructure as a Service)
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Service).
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Public cloud:
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the Internet.
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Service provider offers applications and storage space to the general public over
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Private cloud:
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Designed with the needs of an individual organization in mind. Administrator has
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Community cloud:
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more control over the data and infrastructure than is the case with a public cloud.
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Mix of public and private
but multiple organizations can share the public
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portion.
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Hybrid cloud:
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Somewhere between public and private. Dedicated servers located within the
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organization and cloud servers from a third party form the collective network.
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Cloud concepts: Metered utilization (service): only the services accessed are paid for. Rapid
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elasticity: Ability to scale the network quickly. On-demand service means that the cloud service is
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available at all times. Multitenancy means a single instance of software or infrastructure serves
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multiple customers (tenants). Tenants share the same resources but maintain separate
secure virtual
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instances.
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Virtualization:
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Type 1
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hypervisor is native or bare metal (has direct access to hardware).
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Type 2
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is
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hosted; runs on top of OS. Examples: VMware
Hyper-V
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Bridged (direct access to Internet)
NAT (separated access)
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networking. A virtual sandbox can be any environment created for development
testing
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that is isolated from any production servers and isolated from the rest of the operating system that
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the sandbox is running on. Containers are generally used for running applications
while sandboxes
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are used for testing and analyzing potentially unsafe code or software. A VM provides an abstracted
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version of the entire hardware of a physical machine
including the CPU
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Containers are portable instances of software with its dependencies that run on a physical or VM.
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With a virtual desktop infrastructure (VDI)
multiple virtual desktops for multiple users are hosted
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by a service. It is a technology that hosts desktop environments on a central server.
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CompTIA 6-step
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Test the theory to determine cause.
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Establish a plan of action to resolve the problem and implement the solution.
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Verify full system functionality and
if applicable
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Document findings/lessons learned
actions
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Time/Date resets to earlier date? Check lithium battery. For OS
synchronize to a time server.
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Trouble with CPU? Check CPU fan
heat sink and thermal paste/pads
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BIOS/UEFI
and whether CPU is secure.
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Noisy computer? Check CPU fan
case fan
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RAM issue? Reseat modules; clean with compressed air. Overheating? Try RAM heat sinks. BIOS
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beep codes or displayed errors? Consult motherboard docs and analyze POST beep codes and
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numbers.
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Power issues? Test AC outlet with receptacle tester. Test power supply with PSU tester: A power
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supply tester tests 3.3 V
5 V
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replaceable unit).
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Slow storage drive? Defrag it
use disk cleanup
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recognized? Check connections
check in BIOS/UEFI
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Management.
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Trojan horses:
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Appear to perform desired functions but actually are performing malicious
299
functions behind the scenes.
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Software designed to hold the computer hostage
encrypting files or locking the
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Secretly monitors and transmits a user’s device activity
location
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communications without their consent
often used for interpersonal spying.
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Operates directly in system memory (RAM) without installing files onto the hard drive
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making it harder to detect.
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Adware:
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Automatically displays unwanted advertisements
often bundled with free software or
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through browser pop-ups.
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Potentially unwanted program (PUP):
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Software that
while not strictly malicious
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unwanted and often comes bundled with other downloads
potentially causing ads or performance
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issues.
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Best practice for malware removal:
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2
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3
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Investigate and verify malware symptoms
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Quarantine infected systems
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Disable System Restore in Windows Home
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Remediate infected systems by doing steps 5–7
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Update antimalware software
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Scan and removal techniques: Boot into Safe Mode/preinstallation environment and scan.
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Reimage/reinstall: if steps 5–6 fail
reinstall but back up important data.
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Schedule scans and run updates
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Enable System Restore and create a restore point in Windows Home
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Educate the end user
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Social engineering: The act of manipulating users into revealing confidential information or
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performing other actions detrimental to the user. Know phishing
vishing
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impersonation
shoulder surfing
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Network attacks: Know on-path attack
spoofing
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(distributed denial of service): enabled by a botnet. Evil twin: a rogue and malicious copy of a
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wireless access point. You should also know what insider threats
business email compromise
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970
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(BEC)
supply chain/pipeline attacks
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Authentication: The verification of a person’s identity; helps protect against unauthorized access.
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Broken down into: 1. Something the user knows (password or PIN); 2. Something the user has (a
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smart card or other security token); 3. Something the user is (biometric reading: fingerprint or retina
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scan); or 4. Something a user does (signature or voice print).
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MFA = multifactor authentication. Example: A password and a smart card.
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UAC (User Account Control) in Windows requires administrative login to perform higher tasks.
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Security techniques: Access control vestibule or mantrap (quarantine area with two doors and
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surveillance)
one-time password (OTP: card with changing code)
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smart cards
and ACLs (access control lists).
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Encryption: The act of changing information using an algorithm known as a cipher to make it
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unreadable to anyone except users who possess the proper “key” to the data.
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Encrypting File System (EFS):
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Properties page in Windows.
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BitLocker:
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Encrypts one or more files or folders directly within the
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Encrypts an entire drive in Windows. Requires TPM (Trusted Platform Module).
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BitLocker To Go encrypts USB drives and other removable devices.
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Storage drive disposal: Destruction (pulverizing/shredding
drilling holes in platters
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degaussing; acquire certificate of destruction when complete). Know regulatory and environmental
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requirements like HIPAA
GDPR
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disposal.
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BIOS/UEFI security includes administrator and user passwords
drivelock passwords
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removable media
UEFI Secure Boot (helps prevent rootkit access) and setting the boot device
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priority to storage drive first.
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Permissions: The most restrictive permission takes effect and overrides the less restrictive
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permission (NTFS vs. share). Inheritance/propagation: If you create a folder
the default action it
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takes is to inherit permissions from the parent folder (so
the parent propagates to the child). If you
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move a folder within the same partition
it retains the permissions. If you move or copy a folder to
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another partition
the (new) folder inherits from the new parent.
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Mobile device security: Screenlocks (pattern
PIN
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wipe
remote backup
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Android and iOS to gain super-user capabilities.
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Wireless security: Change admin password
change/disable SSID
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WPS
use WPA3/AES
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enable content filtering.
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Safety: Do not open power supplies or monitors
test AC outlets before use
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safety datasheets (MSDS)
and consult when encountering a product with chemicals (toner
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cartridges
cleaners).
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ESD = electro-static discharge. Prevent with antistatic strap
mat
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unplug computer
and increase humidity.
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UPS has battery backup for protection during electrical outages.
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Trouble tickets include user/device information
description of problems
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clearly written.
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Change management: Includes purpose of change
scope of change
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analysis
end-user acceptance
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sandbox testing.
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Incident response: First response
identify what happened
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preserve data and devices
document
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Regulated data: Includes PII (personally identifiable information)
PHI (protected health
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information)
personal government-issued information (Social Security card
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(Payment Card Industry Data Security Standards)
and GDPR (General Data Protection Regulation).
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Store in a secure area with encryption and proper permissions
and lockouts.
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Professionalism: Professional appearance
punctuality
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problems
positive attitude
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expectations
avoid distractions (phone calls
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Basic loops (such as
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for
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) tell a program to execute the same statement several times.
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PowerShell and Bash will always place a before a variable.
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$
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Scripting types: Windows PowerShell (.ps1)
batch file (.bat); Linux Bash (.sh); Python (.py);
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Visual Basic script (.vbs); JavaScript (.js).
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Remote access: RDP (Remote Desktop Protocol
port 3389)
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Network Computing (VNC)
Windows Remote Management (WinRM)
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Independent Computing Environments (SPICE).
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AI is making its way into productivity software. Be careful not to accidentally plagiarize the work
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of others
and be cautious when feeding it data that you don’t accidentally give the AI access to your
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local work also. Instead
ask the AI how it would solve a similar problem.
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AI can have bias
can hallucinate when it doesn’t know the answer
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cautious when using the answer that an AI system gives you.