CompTIA A+ Training Chapter 22 Operating System and Security
This Chapter Covers:
✓ 4.1 Given a scenario, troubleshoot PC operating system problems with appropriate tools.
=) Common symptoms: Proprietary crash screens (BSOD/pin wheel), Failure to boot, Improper shutdown, Spontaneous shutdown/restart, Device fails to start/detected, Missing dll message, Services fail to start, Compatibility error, Slow system performance, Boots to safe mode, File fails to open, Missing NTLDR, Missing Boot Configuration Data, Missing operating system, Missing graphical interface, Missing GRUB/LILO, Kernel panic, Graphical interface fails to load, Multiple monitor misalignment/orientation
=) Tools: BIOS/UEFI, SFC, Logs, System Recovery Options, Repair disks, Pre-installation environments, MSCONFIG, DEFRAG, REGSRV32, REGEDIT, Event viewer, Safe mode, Command prompt, Uninstall/reinstall/repair
✓ 4.2 Given a scenario, troubleshoot common PC security issues with appropriate tools and best practices.
=) Common symptoms: Pop-ups, Browser redirection, Security alerts, Slow performance, Internet connectivity issues, PC/OS lock up, Application crash, OS updates failures, Rogue antivirus, Spam, Renamed system files, Files disappearing, File permission changes, Hijacked email (Response from users regarding email, Automated replies from unknown sent email), Access denied, Invalid certificate (trusted root CA)
=) Tools: Antivirus software, Antimalware software, Recovery console, Terminal, System restore/Snapshot, Pre-installation environments, Event viewer, Refresh/restore, MSCONFIG/Safe boot
=) Best practices for malware removal: 1. Identify malware symptoms, 2. Quarantine infected system, 3. Disable system restore (in Windows), 4. Remediate infected systems (a. Update antimalware software, b. Scan and removal techniques (safe mode, pre-installation environment)), 5. Schedule scans and run updates, 6. Enable system restore and create restore point (in Windows), 7. Educate end user
✓ 4.3 Given a scenario, troubleshoot common mobile OS and application issues with appropriate tools.
=) Common symptoms: Dim display, Intermittent wireless, No wireless connectivity, No Bluetooth connectivity, Cannot broadcast to external monitor, Touchscreen non-responsive, Apps not loading, Slow performance, Unable to decrypt email, Extremely short battery life, Overheating, Frozen system, No sound from speakers, Inaccurate touch screen response, System lockout
=) Tools: Hard reset, Soft reset, Close running applications, Reset to factory default, Adjust configurations/settings, Uninstall/reinstall apps, Force stop
✓ 4.4 Given a scenario, troubleshoot common mobile OS and application security issues with appropriate tools.
=) Common symptoms: Signal drop/weak signal, Power drain, Slow data speeds, Unintended WiFi connection, Unintended Bluetooth pairing, Leaked personal files/data, Data transmission overlimit, Unauthorized account access, Unauthorized root access, Unauthorized location tracking, Unauthorized camera/microphone activation, High resource utilization
=) Tools: Antimalware, App scanner, Factory reset/Clean install, Uninstall/reinstall apps, WiFi analyzer, Force stop, Cell tower analyzer, Backup/restore (iTunes/iCloud/Apple Configurator, Google sync, One drive)
✓ 5.5 Given a scenario, explain the troubleshooting theory.
=) Always consider corporate policies, procedures and impacts before implementing changes.
1. Identify the problem: Question the user and identify user changes to computer and perform backups before making changes.
2. Establish a theory of probable cause (question the obvious): If necessary, conduct external or internal research based on symptoms.
3. Test the theory to determine cause: Once theory is confirmed, determine next steps to resolve problem. If theory is not confirmed, re-establish new theory or escalate.
4. Establish a plan of action to resolve the problem and implement the solution.
5. Verify full system functionality and if applicable implement preventive measures.
6. Document findings, actions and outcomes.
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