CompTIA A+ (A Plus - Core 2) Exam Syllabus

• Home
• Pro
• Pro for Workstations
• Enterprise

- Feature differences

• Domain access vs. workgroup
• Desktop styles/user interface
• Availability of Remote Desktop Protocol (RDP)
• Random-access memory (RAM) support limitations
• BitLocker
• gpedit.msc

- Upgrade paths

• In-place upgrade

• cd
• dir
• rmdir
• Drive navigation inputs:
  - C: or D: or x:

- Command-line tools

• ipconfig
• ping
• hostname
• netstat
• nslookup
• chkdsk
• net user
• net use
• tracert
• format
• xcopy
• copy
• robocopy
• gpupdate
• gpresult
• shutdown
• sfc
• [command name] /?
• diskpart
• pathping
• winver

• Services
• Startup
• Performance
• Processes
• Users

- Microsoft Management Console (MMC) snap-in

• Event Viewer (eventvwr.msc)
• Disk Management (diskmgmt.msc)
• Task Scheduler (taskschd.msc)
• Device Manager (devmgmt.msc)
• Certificate Manager (certmgr.msc)
• Local Users and Groups (lusrmgr.msc)
• Performance Monitor (perfmon.msc)
• Group Policy Editor (gpedit.msc)

- Additional tools

• System Information (msinfo32. exe)
• Resource Monitor (resmon.exe)
• System Configuration (msconfig. exe)
• Disk Cleanup (cleanmgr.exe)
• Disk Defragment (dfrgui.exe)
• Registry Editor (regedit.exe)

• Show hidden files
• Hide extensions
• General options
• View options

- Power Options

• Hibernate
• Power plans
• Sleep/suspend
• Standby
• Choose what closing the lid does
• Turn on fast startup
• Universal Serial Bus (USB) selective suspend

- Ease of Access

• Shared resources
• Printers
• File servers
• Mapped drives

- Local OS firewall settings

• Application restrictions and exceptions
• Configuration

- Client network configuration

• Internet Protocol (IP) addressing scheme
• Domain Name System (DNS) settings
• Subnet mask
• Gateway
• Static vs. dynamic

- Establish network connections

• Virtual private network (VPN)
• Wireless
• Wired
• Wireless wide area network (WWAN)

- Proxy settings
- Public network vs. private network
- File Explorer navigation – network paths
- Metered connections and limitations

• 32-bit vs. 64-bit dependent application requirements
• Dedicated graphics card vs. integrated
• Video random-access memory (VRAM) requirements
• RAM requirements
• Central processing unit (CPU) requirements
• External hardware tokens
• Storage requirements

- OS requirements for applications

• Application to OS compatibility
• 32-bit vs. 64-bit OS

- Distribution methods

• Physical media vs. downloadable
• ISO mountable

- Other considerations for new applications

• Impact to device
• Impact to network
• Impact to operation
• Impact to business

• Windows
• Linux
• macOS
• Chrome OS

- Cell phone/tablet OSs

• iPadOS
• iOS
• Android

- Various filesystem types

• New Technology File System (NTFS)
• File Allocation Table 32 (FAT32)
• Third extended filesystem (ext3)
• Fourth extended filesystem (ext4)
• Apple File System (APFS)
• Extensible File Allocation Table (exFAT)

- Vendor life-cycle limitations

• End-of-life (EOL)
• Update limitations

- Compatibility concerns between OSs

• USB
• Optical media
• Network
• Solid-state/flash drives
• Internet-based
• External/hot-swappable drive
• Internal hard drive (partition)

- Types of installations

• Upgrade
• Recovery partition
• Clean install
• Image deployment
• Repair installation
• Remote network installation
• Other considerations
  - Third-party drivers

- Partitioning

• GUID [globally unique identifier] Partition Table (GPT)
• Master boot record (MBR)

- Drive format
- Upgrade considerations

• Backup files and user preferences
• Application and driver support/backward compatibility
• Hardware compatibility

- Feature updates

• Product life cycle

• File types
  - .dmg
  - .pkg
  - .app
• App Store
• Uninstallation process

- Apple ID and corporate restrictions
- Best practices

• Backups
• Antivirus
• Updates/patches

- System Preferences

• Displays
• Networks
• Printers
• Scanners
• Privacy
• Accessibility
• Time Machine

- Features

• Multiple desktops
• Mission Control
• Keychain
• Spotlight
• iCloud
• Gestures
• Finder
• Remote Disc
• Dock

- Disk Utility
- FileVault
- Terminal
- Force Quit

• ls
• pwd
• mv
• cp
• rm
• chmod
• chown
• su/sudo
• apt-get
• yum
• ip
• df
• grep
• ps
• man
• top
• find
• dig
• cat
• nano

- Best practices

• Backups
• Antivirus
• Updates/patches

- Tools

• Shell/terminal
• Samba

• Access control vestibule
• Badge reader
• Video surveillance
• Alarm systems
• Motion sensors
• Door locks
• Equipment locks
• Guards
• Bollards
• Fences

- Physical security for staf

• Key fobs
• Smart cards
• Keys
• Biometrics
  - Retina scanner
  - Fingerprint scanner
  - Palmprint scanner
• Lighting
• Magnetometers

- Logical security

• Principle of least privilege
• Access control lists (ACLs)
• Multifactor authentication (MFA)
• Email
• Hard token
• Soft token
• Short message service (SMS)
• Voice call
• Authenticator application

- Mobile device management (MDM)
- Active Directory

• Login script
• Domain
• Group Policy/updates
• Organizational units
• Home folder
• Folder redirection
• Security groups

• WiFi Protected Access 2 (WPA2)
• WPA3
• Temporal Key Integrity Protocol (TKIP)
• Advanced Encryption Standard (AES)

- Authentication

• Remote Authentication Dial-In User Service (RADIUS)
• Terminal Access Controller Access-Control System (TACACS+)
• Kerberos
• Multifactor

• Trojan
• Rootkit
• Virus
• Spyware
• Ransomware
• Keylogger
• Boot sector virus
• Cryptominers

- Tools and methods

• Recovery mode
• Antivirus
• Anti-malware
• Software firewalls
• Anti-phishing training
• User education regarding common threats
• OS reinstallation

• Phishing
• Vishing
• Shoulder surfing
• Whaling
• Tailgating
• Impersonation
• Dumpster diving
• Evil twin

- Threats

• Distributed denial of service (DDoS)
• Denial of service (DoS)
• Zero-day attack
• Spoofing
• On-path attack
• Brute-force attack
• Dictionary attack
• Insider threat
• Structured Query Language (SQL) injection
• Cross-site scripting (XSS)

- Vulnerabilities

• Non-compliant systems
• Unpatched systems
• Unprotected systems (missing antivirus/missing firewall)
• EOL OSs
• Bring your own device (BYOD)

• Activate/deactivate
• Updated definitions

- Firewall

• Activate/deactivate
• Port security
• Application security

- Users and groups

• Local vs. Microsoft account
• Standard account
• Administrator
• Guest user
• Power user

- Login OS options

• Username and password
• Personal identification number (PIN)
• Fingerprint
• Facial recognition
• Single sign-on (SSO)

- NTFS vs. share permissions

• File and folder attributes
• Inheritance

- Run as administrator vs. standard user

• User Account Control (UAC)

- BitLocker
- BitLocker To Go
- Encrypting File System (EFS)

• Complexity requirements
  - Length
  - Character types
• Expiration requirements
• Basic input/output system (BIOS)/Unified Extensible Firmware Interface (UEFI) passwords

- End-user best practices

• Use screensaver locks
• Log off when not in use
• Secure/protect critical hardware (e.g., laptops)
• Secure personally identifiable information (PII) and passwords

- Account management

• Restrict user permissions
• Restrict login times
• Disable guest account
• Use failed attempts lockout
• Use timeout/screen lock

- Change default administrator’s user account/password
- Disable AutoRun
- Disable AutoPlay

• Facial recognition
• PIN codes
• Fingerprint
• Pattern
• Swipe

- Remote wipes
- Locator applications
- OS updates
- Device encryption
- Remote backup applications
- Failed login attempts restrictions
- Antivirus/anti-malware
- Firewalls
- Policies and procedures

• BYOD vs. corporate owned
• Profile security requirements

- Internet of Things (IoT)

• Drilling
• Shredding
• Degaussing
• Incinerating

- Recycling or repurposing best practices

• Erasing/wiping
• Low-level formatting
• Standard formatting

- Outsourcing concepts

• Third-party vendor
• Certification of destruction/recycling

• Change default passwords
• IP filtering
• Firmware updates
• Content filtering
• Physical placement/secure locations
• Dynamic Host Configuration Protocol (DHCP) reservations
• Static wide-area network (WAN) IP
• Universal Plug and Play (UPnP)
• Screened subnet

- Wireless specific

• Changing the service set identifier (SSID)
• Disabling SSID broadcast
• Encryption settings
• Disabling guest access
• Changing channels

- Firewall settings

• Disabling unused ports
• Port forwarding/mapping

• Trusted sources
  - Hashing
• Untrusted sources

- Extensions and plug-ins

• Trusted sources
• Untrusted sources

- Password managers
- Secure connections/sites – valid certificates
- Settings

• Pop-up blocker
• Clearing browsing data
• Clearing cache
• Private-browsing mode
• Sign-in/browser data synchronization
• Ad blockers

• Blue screen of death (BSOD)
• Sluggish performance
• Boot problems
• Frequent shutdowns
• Services not starting
• Applications crashing
• Low memory warnings
• USB controller resource warnings
• System instability
• No OS found
• Slow profile load
• Time drift

- Common troubleshooting steps

• Reboot
• Restart services
• Uninstall/reinstall/update applications
• Add resources
• Verify requirements
• System file check
• Repair Windows
• Restore
• Reimage
• Roll back updates
• Rebuild Windows profiles

• Unable to access the network
• Desktop alerts
• False alerts regarding antivirus protection
• Altered system or personal files
  - Missing/renamed files
• Unwanted notifications within the OS
• OS update failures

- Browser-related symptoms

• Random/frequent pop-ups
• Certificate warnings
• Redirection

• Update anti-malware software
• Scanning and removal techniques (e.g., safe mode, preinstallation environment)

- Schedule scans and run updates
- Enable System Restore and create a restore point in Windows
- Educate the end user

• Application fails to launch
• Application fails to close/crashes
• Application fails to update
• Slow to respond
• OS fails to update
• Battery life issues
• Randomly reboots
• Connectivity issues
  - Bluetooth
  - WiFi
  - Near-field communication (NFC)
  - AirDrop
• Screen does not autorotate

• Android package (APK) source
• Developer mode
• Root access/jailbreak
• Bootleg/malicious application
  - Application spoofing

- Common symptoms

• High network traffic
• Sluggish response time
• Data-usage limit notification
• Limited Internet connectivity
• No Internet connectivity
• High number of ads
• Fake security warnings
• Unexpected application behavior
• Leaked personal files/data

• User information
• Device information
• Description of problems
• Categories
• Severity
• Escalation levels
• Clear, concise written communication
  - Problem description
  - Progress notes
  - Problem resolution

- Asset management

• Inventory lists
• Database system
• Asset tags and IDs
• Procurement life cycle
• Warranty and licensing
• Assigned users

- Types of documents

• Acceptable use policy (AUP)
• Network topology diagram
• Regulatory compliance requirements
  - Splash screens
• Incident reports
• Standard operating procedures
  - Procedures for custom installation of software package
• New-user setup checklist
• End-user termination checklist

- Knowledge base/articles

• Rollback plan
• Sandbox testing
• Responsible staff member

- Change management

• Request forms
• Purpose of the change
• Scope of the change
• Date and time of the change
• Affected systems/impact
• Risk analysis
  - Risk level
• Change board approvals
• End-user acceptance

• Full
• Incremental
• Differential
• Synthetic

- Backup testing

• Frequency

- Backup rotation schemes

• On site vs. off site
• Grandfather-father-son (GFS)
• 3-2-1 backup rule

• Disconnect power before repairing PC
• Lifting techniques
• Electrical fire safety
• Safety goggles
• Air filtration mask

• Proper battery disposal
• Proper toner disposal
• Proper disposal of other devices and assets

- Temperature, humidity-level awareness, and proper ventilation

• Location/equipment placement
• Dust cleanup
• Compressed air/vacuums

- Power surges, under-voltage events, and power failures

• Battery backup
• Surge suppressor

• Chain of custody
• Inform management/law enforcement as necessary
• Copy of drive (data integrity and preservation)
• Documentation of incident

- Licensing/digital rights management (DRM)/end-user license agreement (EULA)

• Valid licenses
• Non-expired licenses
• Personal use license vs. corporate use license
• Open-source license

- Regulated data

• Credit card transactions
• Personal government-issued information
• PII
• Healthcare data
• Data retention requirements

• Match the required attire of the given environment
  - Formal
  - Business casual

- Use proper language and avoid jargon, acronyms, and slang, when applicable
- Maintain a positive attitude/project confidence
- Actively listen, take notes, and avoid interrupting the customer
- Be culturally sensitive

• Use appropriate professional titles, when applicable

- Be on time (if late, contact the customer)
- Avoid distractions

• Personal calls
• Texting/social media sites
• Personal interruptions

- Dealing with difficult customers or situations

• Do not argue with customers or be defensive
• Avoid dismissing customer problems
• Avoid being judgmental
• Clarify customer statements (ask open-ended questions to narrow the scope of the problem, restate the issue, or question to verify understanding)
• Do not disclose experience via social media outlets

- Set and meet expectations/time line and communicate status with the customer

• Offer repair/replacement options, as needed
• Provide proper documentation on the services provided
• Follow up with customer/user at a later date to verify satisfaction

- Deal appropriately with customers’ confidential and private materials

• Located on a computer, desktop, printer, etc.

• .bat
• .ps1
• .vbs
• .sh
• .js
• .py

- Use cases for scripting

• Basic automation
• Restarting machines
• Remapping network drives
• Installation of applications
• Automated backups
• Gathering of information/data
• Initiating updates

- Other considerations when using scripts

• Unintentionally introducing malware
• Inadvertently changing system settings
• Browser or system crashes due to mishandling of resources

• RDP
• VPN
• Virtual network computer (VNC)
• Secure Shell (SSH)
• Remote monitoring and management (RMM)
• Microsoft Remote Assistance (MSRA)
• Third-party tools
  - Screen-sharing software
  - Video-conferencing software
  - File transfer software
  - Desktop management software

- Security considerations of each access method