Comptia a+ guide to managing and maintaining your pc (eighth edition) part 1

CompTIA A+ 220-801 Exam Domain 1.1 1.2 1.3 1.4 1.5 1.6 1.7 1.8 1.9 1.10 1.11 1.12 Domain 2.1 2.2 2.3 2.4 2.5 2.6 2.7 2.8 2.9 2.10 Domain 3.1 3.2 3.3 Domain 4.1 4.2 4.3 Domain 5.1 5.2 5.3 5.4 1.0 2.0 3.0 4.0 5.0 Objectives PC Hardware Configure and apply BIOS settings Differentiate between motherboard components, their purposes, and properties Compare and contrast RAM types and features Install and configure expansion cards Install and configure storage devices and use appropriate media Differentiate among various CPU types and features and select the appropriate cooling method Compare and contrast various connection interfaces and explain their purpose Install an appropriate power supply based on a given scenario Evaluate and select appropriate components for a custom configuration, to meet customer specifications or needs Given a scenario, evaluate types and features of display devices Identify connector types and associated cables Install and configure various peripheral devices Networking Identify types of network cables and connectors Categorize characteristics of connectors and cabling Explain properties and characteristics of TCP/IP Explain common TCP and UDP ports, protocols, and their purpose Compare and contrast wireless networking standards and encryption types Install, configure, and deploy a SOHO wireless/wired router using appropriate settings Compare and contrast Internet connection types and features Identify various types of networks Compare and contrast network devices their functions and features Given a scenario, use appropriate networking tools Laptops Install and configure laptop hardware and components Compare and contrast the components within the display of a laptop Compare and contrast laptop features Printers Explain the differences between the various printer types and summarize the associated imaging process Given a scenario, install, and configure printers Given a scenario, perform printer maintenance Operational Procedures Given a scenario, use appropriate safety procedures Explain environmental impacts and the purpose of environmental controls Given a scenario, demonstrate proper communication and professionalism Explain the fundamentals of dealing with prohibited content/activity Chapters 2, 4, 6, 2, 1, 1, 1, 8, This book is intended to be sold with access codes If this book does not contain access codes, you are not getting the full value of your purchase 4, 6, 8, 16 4, 6, 6, 8, 16, 21 21 16 16 15 15 15 15 16 16 16 16 If the access codes in this book are missing or if the package containing them has been opened, this book is not returnable By opening and breaking the seal on this package, you are agreeing to be bound by the following agreement: The software included with this product may be copyrighted, in which case all rights are reserved by the respective copyright holder You are licensed to use software copyrighted by the Publisher and its licenser on a single computer You may copy and/or modify the software as needed to facilitate your use of it on a single computer Making copies of the software for any other purpose is a violation of the United States copyright laws This software is sold as is without warranty of any kind, either expressed or implied, including but not limited to the implied warranties of merchantability and fitness for a particular purpose Neither the publisher nor its dealers or distributors assume any liability for any alleged or actual damages arising from the use of this program (Some states not allow for the excusing of implied warranties, so the exclusion may not apply to you.) 19 19 19 21 21 21 1, 2, 13 1, 13 9 CompTIA A+ 220-802 Exam Domain 1.1 1.2 1.3 1.4 1.5 1.6 1.7 1.8 1.9 Domain 2.1 2.2 2.3 2.4 2.5 2.6 Domain 3.1 3.2 3.3 3.4 3.5 Domain 4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 1.0 2.0 3.0 4.0 Objectives Operating Systems Compare and contrast the features and requirements of various Microsoft Operating Systems Given a scenario, install, and configure the operating system using the most appropriate method Given a scenario, use appropriate command line tools Given a scenario, use appropriate operating system features and tools Given a scenario, use Control Panel utilities Setup and configure Windows networking on a client/desktop Perform preventive maintenance procedures using appropriate tools Explain the differences among basic OS security settings Explain the basics of client-side virtualization Security Apply and use common prevention methods Compare and contrast common security threats Implement security best practices to secure a workstation Given a scenario, use the appropriate data destruction/disposal method Given a scenario, secure a SOHO wireless network Given a scenario, secure a SOHO wired network Mobile Devices Explain the basic features of mobile operating systems Establish basic network connectivity and configure email Compare and contrast methods for securing mobile devices Compare and contrast hardware differences in regards to tablets and laptops Execute and configure mobile device synchronization Troubleshooting Given a scenario, explain the troubleshooting theory Given a scenario, troubleshoot common problems related to motherboards, RAM, CPU and power with appropriate tools Given a scenario, troubleshoot hard drives and RAID arrays with appropriate tools Given a scenario, troubleshoot common video and display issues Given a scenario, troubleshoot wired and wireless networks with appropriate tools Given a scenario, troubleshoot operating system problems with appropriate tools Given a scenario, troubleshoot common security issues with appropriate tools and best practices Given a scenario, troubleshoot, and repair common laptop issues while adhering to the appropriate procedures Given a scenario, troubleshoot printers with appropriate tools Chapters 3, 7, 10, 11, 18 7, 10, Appendix D 10, 12, 14, 17, Appendix C 3, 7, 8, 10, 11, 12, 17, 18, 21 3, 7, 8, 10, 17, 18, 19, 21 7, 15, 16, 17, 18 8, 10, 14 10, 17, 18 20 17, 18 18 17, 18 18 15 15 20 20 20 20 20 12 1, 13 11, 13, 14 13 16, 17 7, 10, 11, 12, 14, Appendix C 18 19 21 Copyright 2012 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it A+ Guide to Managing and Maintaining Your PC EIGHTH EDITION Jean Andrews, Ph.D Australia • Canada • Mexico • Singapore • Spain • United Kingdom • United States Copyright 2012 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it This is an electronic version of the print textbook Due to electronic rights restrictions, some third party content may be suppressed Editorial review has deemed that any suppressed content does not materially affect the overall learning experience The publisher reserves the right to remove content from this title at any time if subsequent rights restrictions require it For valuable information on pricing, previous editions, changes to current editions, and alternate formats, please visit www.cengage.com/highered to search by ISBN#, author, title, or keyword for materials in your areas of interest Copyright 2012 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it A+ Guide to Managing and Maintaining Your PC, Eighth Edition Jean Andrews Vice President, Careers & Computing: Dave Garza Executive Editor: Stephen Helba Acquisitions Editor: Nick Lombardi Director, Development – Careers & Computing: Marah Bellegarde © 2014, 2010 Course Technology, Cengage Learning ALL RIGHTS RESERVED No part of this work covered by the copyright herein may be reproduced, transmitted, stored or used in any form or by any means graphic, electronic, or mechanical, including but not limited to photocopying, recording, scanning, digitizing, taping, Web distribution, information networks, or information storage and retrieval systems, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without the prior written permission of the publisher Product Development Manager: Juliet Steiner Senior Product Manager: Michelle Ruelos Cannistraci Developmental Editor: Jill Batistick/Deb Kaufmann Editorial Assistant: Sarah Pickering Brand Manager: Kristin McNary Senior Market Development Manager: Mark Linton Senior Production Director: Wendy Troeger For product information and technology assistance, contact us at Cengage Learning Customer & Sales Support, 1-800-354-9706 For permission to use material from this text or product, submit all requests online at cengage.com/permissions Further permissions questions can be emailed to permissionrequest@cengage.com Production Manager: Andrew Crouth Microsoft® is a registered trademark of the Microsoft Corporation Library of Congress Control Number: 2012953158 Senior Content Project Manager: Andrea Majot ISBN-13: 978-1-133-13508-1 Art Director: GEX ISBN-10: 1-133-13508-0 Technology Project Manager: Joseph Pliss Course Technology 20 Channel Center Street Boston, MA 02210 USA Media Editor: William Overocker Cover image: ©Zorandim/Shutterstock Cengage Learning is a leading provider of customized learning solutions with office locations around the globe, including Singapore, the United Kingdom, Australia, Mexico, Brazil, and Japan Locate your local office at: international.cengage.com/region Cengage Learning products are represented in Canada by Nelson Education, Ltd For your lifelong learning solutions, visit www.cengage.com/ coursetechnology Purchase any of our products at your local college store or at our preferred online store www.cengagebrain.com Visit our corporate website at cengage.com Some of the product names and company names used in this book have been used for identification purposes only and may be trademarks or registered trademarks of their respective manufacturers and sellers Microsoft and the Office logo are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries Course Technology, a part of Cengage Learning, is an independent entity from the Microsoft Corporation, and not affiliated with Microsoft in any manner Any fictional data related to persons or companies or URLs used throughout this book is intended for instructional purposes only At the time this book was printed, any such data was fictional and not belonging to any real persons or companies Course Technology and the Course Technology logo are registered trademarks used under license Course Technology, a part of Cengage Learning, reserves the right to revise this publication and make changes from time to time in its content without notice The programs in this book are for instructional purposes only They have been tested with care, but are not guaranteed for any particular intent beyond educational purposes The author and the publisher not offer any warranties or representations, nor they accept any liabilities with respect to the programs Printed in the United States of America 16 15 14 13 12 Copyright 2012 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it Table of Contents CompTIA A+ 220-801 Exam Mapped to Chapters xi CompTIA A+ 220-802 Exam Objectives Mapped to Chapters xxiv Case Fans and Other Fans and Heat Sinks 69 Liquid Cooling Systems 71 Dealing with Dust 72 Selecting a Power Supply 73 Types and Characteristics of Power Supplies 74 How to Calculate Wattage Capacity 75 CHAPTER First Look at Computer Parts and Tools What’s Inside the Case Form Factors Used by Computer Cases, Power Supplies, and Motherboards Drives, Their Cables, and Connectors 18 Protecting Yourself and the Equipment against Electrical Dangers .23 Measures and Properties of Electricity 24 Protect Yourself against Electrical Shock and Burns 28 Protect the Equipment against Static Electricity or ESD 29 Tools Used by a PC Repair Technician 33 POST Diagnostic Cards 35 Power Supply Tester 37 Multimeter 37 Loopback Plugs 37 Proper Use of Cleaning Pads and Solutions 39 Managing Cables 40 Lifting Heavy Objects 40 CHAPTER Working Inside a Computer 45 How to Work Inside a Computer Case 46 Step 1: Plan and Organize Your Work 46 Step 2: Open the Computer Case and Examine the System 47 Step 3: Remove Expansion Cards 52 Step 4: Remove the Motherboard, Power Supply, and Drives 55 Steps to Put a Computer Back Together 60 Cooling Methods and Devices .67 Processor Coolers, Fans, and Heat Sinks 67 CHAPTER Introducing Windows Operating Systems 81 Using Windows 82 The Windows Desktop 83 Windows Explorer and the Computer Window 90 Quick and Easy Windows Support Tools 100 System Window 100 System Information Window 101 The Control Panel 102 Action Center 103 User Account Control Box 106 Network and Sharing Center 108 Windows Help and Support and the Web 110 CHAPTER All About Motherboards 117 Motherboard Types and Features 118 Motherboard Form Factors 118 Processor Sockets 120 The Chipset 125 Buses and Expansion Slots 130 On-board Ports and Connectors 140 Configuring a Motherboard 142 Using Jumpers to Configure a Motherboard 144 Using Setup BIOS to Configure a Motherboard 146 Maintaining a Motherboard 158 Updating Motherboard Drivers 158 Flashing BIOS 160 Replacing the CMOS Battery 161 Copyright 2012 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it iv Table of Contents Installing or Replacing a Motherboard 162 How to Select a Motherboard 162 How to Install or Replace a Motherboard 163 CHAPTER Supporting Processors and Upgrading Memory 173 Types and Characteristics of Processors 174 How a Processor Works 176 Intel Processors 178 AMD Processors 181 Selecting and Installing a Processor 182 Select a Processor to Match System Needs 182 Install a Processor 183 Memory Technologies 198 DIMM Technologies 201 RIMM Technologies 207 Memory Technologies and Memory Performance 208 How to Upgrade Memory 209 How Much Memory Do I Need and How Much Is Currently Installed? 209 How Many and What Kind of Memory Modules Are Currently Installed? 211 How Many and What Kind of Modules Can Fit on My Motherboard? 212 How Do I Select and Purchase the Right Memory Modules? 216 How Do I Install the New Modules? 218 CHAPTER Supporting Hard Drives 225 Hard Drive Technologies and Interface Standards 226 Technologies Used Inside a Hard Drive 226 Interface Standards Used by a Hard Drive 229 How to Select and Install Hard Drives 240 Selecting a Hard Drive 240 Steps to Install a Serial ATA Drive 241 Steps to Configure and Install a Parallel ATA Drive 250 Setting Up Hardware RAID 256 About Tape Drives and Floppy Drives 264 Installing Tape Drives and Selecting Tape Media 264 Installing a Floppy Drive 266 CHAPTER Installing Windows 273 How to Plan a Windows Installation 274 Choose the Edition, License, and Version of Windows 274 Verify Your System Qualifies for Windows 277 Installations with Special Considerations 281 Choose the Type of Installation: In-Place Upgrade, Clean Install, or Dual Boot 286 Understand the Choices You’ll Make during the Installation 287 Final Checklist Before Beginning the Installation 291 Installing Windows 293 Steps to Performing a Windows In-place Upgrade 293 Steps to Perform a Clean Install or Dual Boot 299 Use the Windows Upgrade DVD on a New Hard Drive 302 What to Do After a Windows Installation 304 Verify That You Have Network Access 305 Activate Windows 306 Install Windows Updates and Service Packs 307 Configure Automatic Updates 308 Install Hardware 309 Install Applications 316 Set Up User Accounts and Transfer User Data 317 Turn Windows Features On or Off 318 Special Concerns When Working in a Large Enterprise 319 Deployment Strategies for Windows 319 Using the USMT Software 322 CHAPTER Supporting I/O and Storage Devices 329 Basic Principles for Supporting Devices 330 Using the Action Center and Device Manager 330 Ports and Wireless Connections Used by Peripheral Devices 336 Copyright 2012 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it Table of Contents Installing I/O Peripheral Devices 342 Mouse or Keyboard 343 Barcode Readers 344 Biometric Devices 345 Digital Cameras and Camcorders 346 Webcams 347 Graphics Tablets 348 MIDI Devices 349 Touch Screens 350 KVM Switches 351 Installing and Configuring Adapter Cards 352 Sound Cards and Onboard Sound 357 TV Tuner and Video Capture Cards 358 Supporting the Video Subsystem 360 Monitor Technologies and Features 360 Video Cards and Connectors 364 Changing Monitor Settings 369 Video Memory and Windows 7/Vista 372 Supporting Storage Devices 374 File Systems Used by Storage Devices 374 Standards Used by Optical Drives and Discs 376 Installing an Optical Drive 380 Solid State Storage 382 CHAPTER v Customizing Computer Systems 421 Graphics or CAD/CAM Workstation 422 Audio and Video Editing Workstation 424 Virtualization Workstation 425 Gaming PC 426 Home Theater PC 427 Home Server PC 429 Thick Client and Thin Client 430 CHAPTER 10 Maintaining Windows 437 Scheduled Preventive Maintenance 438 Verify Critical Windows Settings 438 Clean Up the Hard Drive 438 Backup Procedures 448 Planning for Disaster Recovery 449 Create and Use Backups in Windows 450 Managing Files, Folders, and Storage Devices 460 How Partitions and File Systems Work 460 Commands to Manage Files and Folders 464 Use Disk Management to Manage Hard Drives 475 Regional and Language Settings 485 Satisfying Customer Needs 393 Job Roles and Responsibilities 394 Certification and Professional Organizations 395 Record-keeping and Information Tools 397 What Customers Want: Beyond Technical Know-how 398 Planning for Good Service 402 Initial Contact with a Customer 403 Interview the Customer 404 Set and Meet Customer Expectations 406 Working with a Customer on Site 407 Working with a Customer on the Phone 408 Dealing with Difficult Customers 410 The Customer Decides When the Work Is Done 413 Sometimes You Must Escalate a Problem 414 The Job Isn’t Finished until the Paperwork Is Done 414 Working with Co-workers 415 Dealing with Prohibited Content and Activity 420 CHAPTER 11 Optimizing Windows 495 Windows Utilities and Tools to Support the OS 496 What Is the Shell and the Kernel? 496 How Windows Manages Applications 497 Task Manager 498 Administrative Tools 505 System Configuration (Msconfig) 506 Services Console 510 Computer Management 511 Microsoft Management Console (MMC) 511 Event Viewer 513 Task Scheduler 517 The Registry Editor 519 Windows Tools to Monitor Performance and Optimize Resources 524 Improving Windows Performance 532 Step 1: Perform Routine Maintenance 533 Step 2: Clean Windows Startup 533 Copyright 2012 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it vi Table of Contents Step 3: Check If the Hardware Can Support the OS 537 Step 4: Check for Performance Warnings 538 Step 5: Check for a History of Problems 539 Step 6: Disable the Indexer for Windows Search 539 Step 7: Plug Up Any Memory Leaks 541 Step 8: Consider Using ReadyBoost 542 Step 9: Disable the Aero Interface 544 Step 10: Disable the Vista Sidebar 545 Manually Removing Software 546 Step 1: First Try the Uninstall Routine 546 Step 2: Delete Program Files 547 Step 3: Delete Registry Entries 548 Step 4: Remove the Program from the All Programs Menu and the Desktop 550 Step 5: Remove Startup Processes 550 Registry Keys That Affect Startup and Logon Events 550 CHAPTER 12 Troubleshooting Windows and Applications 557 Overview of Windows Troubleshooting Tools 558 Strategies to Troubleshoot Any Computer Problem 562 Step 1: Interview the User and Back Up Data 564 Step 2: Examine the System and Make Your Best Guess 566 Step 3: Test Your Theory 570 Step 4: Plan Your Solution and Then Fix the Problem 571 Step 5: Verify the Fix and Take Preventive Action 572 Step 6: Document What Happened 572 Troubleshooting Blue Screen Errors and Improper Shutdowns 574 Windows 32-bit and 64-bit Patches 576 Memory Diagnostics 577 System File Checker 579 Dealing with Improper Shutdowns 580 Dealing with Endless Shutdowns and Restarts 580 Troubleshooting Applications 582 General Steps for Solving Application Errors 583 Responding to Specific Error Messages 586 CHAPTER 13 Troubleshooting Hardware Problems 601 How to Approach a Hardware Problem 602 Troubleshooting the Electrical System 608 Problems That Come and Go 611 Power Problems with the Motherboard 612 Problems with Overheating 613 Troubleshooting POST Before Video Is Active 619 Troubleshooting Error Messages during the Boot 620 Troubleshooting the Motherboard, Processor, and RAM 622 Problems with Installations 629 Troubleshooting Hard Drives 632 Troubleshooting Monitors and Video 636 Protecting a Computer and the Environment 644 Physically Protect Your Equipment 644 Document Preventive Maintenance 648 How to Dispose of Used Equipment 649 CHAPTER 14 Troubleshooting Windows Startup Problems 657 Understanding the Boot Process 658 Choosing between a Hard Boot and a Soft Boot 658 Startup BIOS Controls the Beginning of the Boot 659 Steps to Start Windows 7/Vista 660 Windows 7/Vista Tools for Solving Startup Problems 667 Advanced Boot Options Menu 667 The Windows Recovery Environment (Windows RE) 673 The Command Prompt Window in Windows RE 678 Copyright 2012 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it Table of Contents Troubleshooting Windows 7/Vista Startup 682 Problems at Stage 1: Before the Flag or Progress Bar Appears 683 Problems at Stage 2: After the Flag or Progress Bar Appears and Before Logon 690 Problems at Stage 3: After Windows Logon 692 How to Recover Lost Data 693 vii Wired and Wireless Network Adapters 778 Dial-up Modems 784 Switches and Hubs 784 Wireless Access Points and Bridges 786 Other Network Devices 787 Ethernet Cables and Connectors 788 Setting Up and Troubleshooting Network Wiring 793 Tools Used by Network Technicians 794 How Twisted-pair Cables and Connectors Are Wired 798 CHAPTER 15 Connecting to and Setting Up a Network 701 Understanding TCP/IP and Windows Networking 702 Layers of Network Communication 702 How IP Addresses Get Assigned 706 How IPv4 IP Addresses Are Used 707 How IPv6 IP Addresses Are Used 712 View IP Address Settings 714 Character-Based Names Identify Computers and Networks 715 TCP/IP Protocol Layers 717 Connecting a Computer to a Network 723 Connect to a Wired Network 723 Connect to a Wireless Network 728 Connect to a Wireless WAN (Cellular) Network 734 Create a Dial-up Connection 739 Create a VPN Connection 741 Setting Up a Multifunction Router for a SOHO Network 743 Functions of a SOHO Router 744 Install and Configure the Router on the Network 746 CHAPTER 17 Windows Resources on a Network 815 Supporting Client/Server Applications 816 Internet Explorer 816 Remote Desktop 824 Remote Applications 829 Network Settings to Support Applications 831 Use Group Policy to Improve QoS for Applications 834 Controlling Access to Folders and Files 835 Classify User Accounts and User Groups 836 Methods to Assign Permissions to Folders and Files 840 How to Share Folders and Files 842 How to Map a Network Drive 853 Hidden Network Resources and Administrative Shares 854 Troubleshooting Network Connections 856 Cable Tester, Loopback Plug, and Wireless Locator 856 TCP/IP Utilities Used for Troubleshooting 858 Strategies for Troubleshooting Network Connections 864 CHAPTER 16 Networking Types, Devices, and Cabling 765 Network Types and Topologies 766 Network Technologies Used for Internet Connections 769 Hardware Used by Local Networks 778 CHAPTER 18 Security Strategies 877 Securing a Windows Workstation 878 Use Windows to Authenticate Users 878 File and Folder Encryption 884 Copyright 2012 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it 586 A+ 220-802 4.6 C H A P T ER Troubleshooting Windows and Applications STEP 4: CONSIDER OUTSIDE INTERFERENCE The problem might be caused by a virus, Windows, other applications, or hardware Check these things: Suspect a virus is causing a problem Scan for viruses and check Task Manager to make sure some strange process is not interfering with your applications You might be low on system resources or another application might be interfering Close all other applications Maybe a service failed to start Research the application documentation and find out if the app relies on a service to work Use the Services console to make sure the service has started If the service has failed to start, make sure it has an Automatic or Manual setting The problem might be bad memory Following the directions given earlier in the chapter, use the Memory Diagnostics tool (mdsched.exe) to test memory If it finds errors, replace the memory modules The problem might be a corrupted hard drive To eliminate the hard drive as the source of an application error, use the Chkdsk command with the /r parameter to check the drive and recover data in bad sectors A background program might be conflicting with the application To eliminate background programs or services as a source of the problem, run the application after booting into Safe Mode Press F8 at startup to display the Advanced Boot Options menu, and select Safe Mode with Networking from the menu If the application works in Safe Mode, then you can assume the problem is not with the application but with the operating system, device drivers, or other applications that load at startup and are conflicting with the application STEP 5: CONSIDER WINDOWS MIGHT BE THE PROBLEM A problem with an application can sometimes be solved by updating or restoring Windows system files Do the following: Download Windows updates Make sure all critical and important Windows updates are installed Microsoft Office updates are included in Windows updates Use System File Checker For essential hardware devices, use the System File Checker (SFC) to verify and replace system files Use the command sfc /scannow or sfc /scanonce Use System Restore If you can identify the approximate date the error started and that date is in the recent past, use System Restore Select a restore point just before the problem started Reverting to a restore point can solve problems with registry entries the application uses that have become corrupted However, System Restore can cause problems of its own, so use it with caution A+ Exam Tip The 220-802 exam expects you to know when and how to use System Restore to solve a Windows, hardware, or application problem RESPONDING TO SPECIFIC ERROR MESSAGES In this part of the chapter, we look at some specific error messages that relate to problems with applications Copyright 2012 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it Troubleshooting Applications A+ 220-802 1.3, 4.6 587 WHEN AN APPLICATION HANGS If an application is locked up and not responding, use Task Manager to end it If Task Manager can’t end a process, use the Tasklist and Taskkill commands The Tasklist command returns the process identify (PID), which is a number that identifies each running process The Taskkill command uses the process ID to kill the process Do the following: Open a Command Prompt window and use the Tasklist | more command to get a list of processes currently running Note the PID of the process you want to end For example, suppose you see that its PID is 2212 Enter the command taskkill /f /pid:2212, using the PID you noted in Step The /f parameter forcefully kills the process Be careful using this command; it is so powerful that you can end critical system processes that will cause the system to shut down A+ Exam Tip For the A+ 220-802 exam, the Kill and Tlist commands are listed in the objectives These older Windows 2000 commands have been replaced by the Tasklist and Taskkill commands A+ 220-802 4.6 WHEN A FILE FAILS TO OPEN When you double-click a data file and get an error message that Windows cannot open the file (see Figure 12-20), Windows is unable to identify the application used to read the data file This problem happens because the application is not installed or the file extension is wrong The file association between a data file and an application is determined by the file extension A program associated with a file extension is called its default program Source: Microsoft Windows Figure 12-20 Windows does not know which application to use to open the data file Follow these steps to use the Default Programs window to change the program associated with a file extension: Click Start and then click Default Programs The Default Programs window opens Click Associate a file type or protocol with a program The list of current associations appears in the Set Associations window (see the left side of Figure 12-21) Copyright 2012 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it 12 588 C H A P T ER Troubleshooting Windows and Applications A+ 220-802 4.6 Figure 12-21 Select the default program to associate with a file extension Source: Microsoft Windows Select the file extension you want to change and click Change program The Open with dialog box appears (see the right side of Figure 12-21) The box displays installed programs that can handle the selected file extension If you don’t see the program you want, click Browse to find it in the Program Files or Program Files (x86) folder on your hard drive Otherwise, make your selection and click OK Then close all windows If a file extension is not listed in the Set Associations window, the Data Sources Open Database Connectivity (ODBC) tool in the Administrative Tools group of Control Panel can help This tool can be used to allow data files (called data sources) to be connected to applications they normally would not use APPLYING CONCEPTS USING THE ODBC DATA SOURCE TOOL Suppose a user has some old dBASE database files, which have a dbf file extension, and she wants to use Microsoft Access installed on her PC to manage these files Do the following to make this work: In the Administrative Tools group in Control Panel, double-click Data Sources (ODBC) The ODBC Data Source Administrator box opens, as shown in Figure 12-22 Copyright 2012 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it Troubleshooting Applications 589 A+ 220-802 4.6 Source: Microsoft Windows Figure 12-22 Use the Data Sources tool to create a connection between a foreign data source and an application Make sure the User DSN tab is selected (DSN stands for Data Source Name.) The connections made on this tab apply only to the current user Click Add The Create New Data Source box appears (see Figure 12-23) Select the dBASE driver and click Finish Source: Microsoft Windows Figure 12-23 Select a driver to interface between the application and the data source Copyright 2012 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it 12 590 A+ 220-802 4.6 C H A P T ER Troubleshooting Windows and Applications Notes If you don’t see the driver you need in the Create New Data Source box, close all windows and use Explorer to locate the C:\Windows\SysWOW64\Odbcad32.exe program file When you double-click this file, the ODBC Data Source Administrator box appears and will have all ODBC drivers available The ODBC dBASE Setup box appears Uncheck Use Current Directory Then click Select Directory and navigate to the folder that contains the dBASE files and click OK Enter a name for the Data Source Name, as shown in Figure 12-24, and click OK The new data source is now listed in the ODBC Data Source Administrator box, and Windows knows which ODBC driver to use to manage this data source Source: Microsoft Windows Figure 12-24 Locate the data source files and assign a name to the data source Now you need to establish the file association Go to the Default Programs window and associate the dbf file extension with Microsoft Access Because you have identified an ODBC driver for these dbf files, this file extension is now listed in the Set Associations box Test the association by double-clicking a dbf file in Windows Explorer The file should open in a Microsoft Access window WHEN A SERVICE FAILS TO START A message about a service failing to start can be caused by a corrupted or missing service program, or the service might not be configured to launch at startup Recall from Chapter 11 that you can use the Services console to enable, disable, start, or stop a service A service can be disabled at startup using the System Configuration tool, and the System Information window can give you a list of all running services If you get an error message that a service has failed to start, check the Service console to make sure the service is set to start automatically Make sure the Startup type is set to Automatic or Automatic (Delayed Start) Use the service’s Properties box in the console to find the path and filename to the executable program Then use Windows Explorer to make sure the program file is not missing You might need to reinstall the service or the application that uses the service Copyright 2012 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it Troubleshooting Applications A+ 220-802 1.4, 4.6 591 WHEN A DLL IS MISSING OR A COMPONENT IS NOT REGISTERED Most applications have a main program file that uses a collection of many small programs called components or objects that serve the main program The main program for an application has an exe file extension and relies on several component services that often have a DLL file extension (DLL stands for Dynamic Link Library.) Problems with applications can be caused by a missing DLL program or a broken association between the main program and a component If you get an error message about a missing DLL, the easiest way to solve this problem might be to reinstall the application However, if that is not advisable, you can identify the path and name of the missing DLL file and recover it from backup or from the application installation files A+ Exam Tip The A+ 220-802 exam expects you to know how to handle missing DLL errors and to know when it’s appropriate to use the Component Services, Regsvr32, and Data Sources tools On the other hand, the file might be present and undamaged, but the application cannot find it because the relationship between the two is broken Relationships between a main program and its components are normally established by entries in the registry when the application is installed The process is called registering a component In addition, the Component Services (also called COM+) tool, which is a Microsoft Management Console snap-in, can be used to register components The tool is often used by application developers and system administrators when developing and deploying an application For example, a system administrator might use COM+ when installing an application on servers or client computers where an application on one computer calls an application on another computer on the network COM+ is more automated than the older and more manual Regsvr32_ utility that is also used to register component services The Regsvr32.exe program is stored in the C:\Program Files or C:\Program Files (x86) folder and requires an elevated command prompt Note in Figure 12-25, the first regsvr32 command uses the /u parameter to unregister a component The second regsvr32 command registers the component again Also notice that you need to include the path to the DLL file in the command line Source: Microsoft Windows Figure 12-25 Use the regsvr32 command to register or unregister an application component Copyright 2012 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it 12 592 A+ 220-802 1.4, 4.6 C H A P T ER Troubleshooting Windows and Applications As a PC support technician, you might be asked by a system administrator or software provider to use the COM+ or Regsvr32 tool to help solve a problem with an application giving errors Suppose you get this error when installing an application: Error 1928 “Error registering COM+ application.” When you contact the help desk of the application provider, you might be instructed to use the COM+ tool to solve the problem To open the tool, open the Administrative Tools group in Control Panel Then double-click Component Services The Component Services window is shown in Figure 12-26 To learn how to use the tool, click Help in the menu bar Source: Microsoft Windows Figure 12-26 Use the Component Services window to register components used by an application A+ 220-802 4.6 WHEN THE APPLICATION HAS NEVER WORKED If the application has never worked, follow these steps: Update Windows and search the web Installing all important and critical Windows updates can sometimes solve a problem with an application that won’t install Also check the web site of the software manufacturer and the Microsoft support site (support.microsoft.com) for solutions Search on the application name or the error message you get when you try to run it Run the installation program or application as an administrator The program might require that the user have privileges not assigned to the current user account Try running the application with administrator privileges, which Windows calls a secondary logon If the installation has failed, use Windows Explorer to locate the installation executable file Right-click it and select Run as administrator from the shortcut menu (see Figure 12-27) Notes To run a program using a user account other than administrator, hold down the Shift key and right-click the program file Then select Run as different user from the shortcut menu You must then enter the username and password of another user account in the Windows Security box Copyright 2012 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it Troubleshooting Applications 593 A+ 220-802 4.6 Source: Microsoft Windows Figure 12-27 Execute a program using administrative privileges If the application has failed after it is installed, locate the installed program Look for it in a subfolder of the Program Files or Program Files (x86) folder If the program works when you run it with administrative privileges, you can make that setting permanent To so, right-click it and select Properties from the shortcut menu Then click the Compatibility tab and check Run this program as an administrator (see Figure 12-28) Click Apply and then close the Properties box 12 Source: Microsoft Windows Figure 12-28 Permanently change the privilege level of an application Copyright 2012 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it 594 A+ 220-802 4.6 C H A P T ER Troubleshooting Windows and Applications Consider whether an older application is having compatibility problems with Windows Some older applications cannot run under Windows or run with errors Here are some steps you can take to fix the problem: a Go to the Windows Compatibility Center site at www.microsoft.com/windows/ compatibility and search for the application The site reports problems and solutions for known legacy software For example, when you search on the application WinPatrol, you find that Microsoft recommends Version 16 for Windows (see Figure 12-29) Use the 32-bit or 64-bit type appropriate for your system If the version and type you are using are not compatible, try to replace or upgrade the software Figure 12-29 Microsoft tracks software and hardware compatible with Windows Source: www.microsoft.com b Try running the application in compatibility mode To that, on the Compatibility tab of the program file Properties box shown earlier in Figure 12-28, check Run this program in compatibility mode for: Then, from the drop-down menu, select the operating system that the application was written to run under Click Apply and close the Properties box c For Windows Professional and Ultimate editions, try running the program in Windows XP Mode Recall from Chapter that Windows XP Mode can be used to install XP in a virtual machine under Windows Applications installed in XP Mode work in the XP environment Only use this option as a last resort because XP Mode takes up a lot of system resources Verify that the application is digitally signed Although applications that are not digitally signed can still run on Windows, a digital signature does verify that the application is not a rogue application and that it is certified as Windows-compatible by Microsoft To view the digital signature, select the Digital Signatures tab of the program file’s Properties box Select a signer in the list and click Details (see Figure 12-30) If the Digital Signatures tab is missing, the program is not digitally signed Copyright 2012 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it Chapter Summary 595 A+ 220-802 4.6 Figure 12-30 Source: Microsoft Windows This program is digitally signed 12 Hands-on Project 12-5 Solving Problems with the Microsoft Knowledge Base You are trying to clean up a hard drive to free some disk space You notice the hard drive has a C:\Windows.Old folder that takes up 10 GB of valuable hard drive space However, in the Disk Cleanup dialog box, you don’t see the option to delete Previous Windows Installations Using the Microsoft support site (support.microsoft.com), find the Knowledge Base article that allows you to manually delete the folder Answer these questions: What is the article ID for this article? What are the three command lines needed to delete the folder? Explain the purpose of each of the three commands, and explain the purpose of each parameter in the command line >> CHAPTER SUMMARY Overview of Windows Troubleshooting Tools In solving Windows problems, it helps to have a handy reference of available Windows tools to remind you of what you might check or toward finding a solution Copyright 2012 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it 596 C H A P T ER Troubleshooting Windows and Applications Strategies to Troubleshoot Any Computer Problem The six steps in the troubleshooting process are: 1) Interview the user and back up data, 2) Examine the system and form a theory of probable cause (your best guess), 3) Test your theory, 4) Plan a solution and implement it, 5) Verify that everything works and take appropriate preventive measures, and 6) Document what you did and the final outcome Troubleshooting Blue Screen Errors To solve blue screen stop errors after Windows startup, use the web to research the error message or symptom, and use Windows error-reporting tools, Event Viewer, Windows updates, System Restore, Memory Diagnostics, and Chkdsk to examine the system and solve the problem Operating systems process either 32 bits or 64 bits Microsoft calls 32-bit operating systems x86-based OSs The term x64 applies to 64-bit OSs 64-bit operating systems require 64-bit drivers and can support 32-bit and 64-bit applications Use the Memory Diagnostics tool to test memory during the boot Use the System File Checker (SFC) tool to verify and restore system files Use the Startup and Recovery section in the System Properties box to keep Windows from automatically restarting after a stop error Automatic restarts can put the boot into an endless loop Troubleshooting Applications Windows error messages and logs can help you examine a system looking for the source of an application problem Applying Windows patches and repairing system files can sometimes solve an application problem Use System File Checker and System Restore to repair system files Other tools that can help you fix a problem with an application include the Default Programs window, Data Sources (ODBC) and Component Services administrative tools, the Services console, a secondary logon, Compatibility Mode, Windows XP Mode, Task Manager, antivirus software, Windows updates, Windows archived messages, Vista Problem Reports and Solutions, XP Error Reporting, Chkdsk, Memory Diagnostics, Safe Mode, and the web site of the application developer >> KEY TERMS For explanations of key terms, see the Glossary near the end of the book blue screen error blue screen of death (BSOD) Component Services (also called COM+) Data Sources Open Database Connectivity (ODBC) default program file association Memory Diagnostics Problem Reports and Solutions Regsvr32 secondary logon System File Checker (SFC) Taskkill Tasklist Copyright 2012 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it Thinking Critically 597 >> REVIEWING THE BASICS What are the six steps that you can use to solve any computer problem? Blue screen errors happen when which type of processes encounter an error? In what folder are driver files stored? What is the command to use the Memory Diagnostics tool? What method can you use to test memory on a Windows XP system by using the Memory Diagnostics tool without having to install Windows or Vista on the system? What is the command to use the System File Checker to immediately verify system files? To verify system files on the next restart? How many bits does an x86-based operating system process at one time? What GUI tool can you use to stop a program that is hung? What command-line tool can you use to stop a program that is hung? 10 How can you eliminate the possibility that an application error is caused by another application or service running in the background? 11 How does Windows know which application to use to open a file when you double-click the file in Windows Explorer? 12 Which Windows tool can you use to install the drivers needed so that a user can open a data file using an application that is normally not used with the file? 13 Which two tools might a software developer or system administrator use to register a component of an application in the Windows registry? 14 If an application works when the system is loaded in Safe Mode, but does not work when Windows is loaded normally, what can you assume? 15 When an application written for Windows XP does not work in Windows 7, which tool should you attempt to use first to solve the problem, Compatibility Mode or XP Mode? Why? >> THINKING CRITICALLY Categorize each of the following tasks or decisions into one of the six steps to troubleshoot any computer problem a Set up a backup schedule b Reimage Windows c Decide the problem must be a corrupted video driver d Copy Word documents to a USB flash drive e Apply a restore point As a helpdesk technician, list four good detective questions to ask if a user calls to say, “My PC won’t boot.” Copyright 2012 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it 12 598 C H A P T ER Troubleshooting Windows and Applications Reword the following questions that might be asked when interviewing a user over the telephone Your new questions should reflect a more positive attitude toward the user a Did you drop your laptop? b Did you forget to recharge the laptop battery? c You say the problem is that Microsoft Word is giving an error, but you really know how to use that application? A user tells you that Microsoft Word gives errors when saving a file What should you next? a Install Windows updates that also include patches for Microsoft Word b Ask the user when the problem first started c Ask the user to save the error message as a screen shot the next time the error occurs and email it to you d Use Task Manager to end the Microsoft Word program >> REAL PROBLEMS, REAL SOLUTIONS REAL PROBLEM 12-1: Working with DLL Errors Using Windows installed in a virtual machine or physical machine, follow these steps to learn about what happens when a DLL is missing: Go to www.winamp.com, and download and install the free Winamp Media Player program by Nullsoft (Be careful to not accept the extra software the site offers during the download and installation.) Run the software and verify that you can use it to play an mp3 audio file Close the player Go to the C:\Program Files (x86)\Winamp folder and rename the nde.dll file Start the Winamp Player What error message did you get? Return the DLL file to its original name and verify you can now use the player A DLL is registered using entries in subkeys of the HKEY_CLASSES_ROOT\CLSID key in the Windows registry Do the following to find out what happens when a DLL is not registered: Create a restore point so that you can recover from any problems you might have with the registry or installed applications Open the registry editor and locate the HKCR\CLSID key Search through the subkeys and write down a list of dll files you find Close the registry editor Search the web and find out which application installed on your system uses each DLL you found Launch the application to make sure it works Then open a command prompt window and use the regsvr32 command to unregister its DLL Try the application again What error message did you get? If you did not get an error, you might not have used a function of the application that relies on this DLL Use the regsvr32 command to register the DLL and verify the application is working If you have a problem with this project, you can undo your changes to the registry by applying the restore point you created Copyright 2012 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it Real Problems, Real Solutions 599 REAL PROBLEM 12-2: Troubleshooting PC Problems for Friends and Family You have learned much about PC troubleshooting and repair already in this book Now it’s time to try your hand at some real-life troubleshooting Make yourself available to family and friends to help them with their computer problems For the first three problems you tackle, keep notes that describe the initial problem, what you did to solve it or to escalate it to others, and the outcome Then answer the following questions: What did you learn about Windows or other technologies from these three problems? What did you learn about working with people when you helped them with these three problems? What one thing will you differently when faced with similar problems? What is something that you recognize you need to know, that you don’t yet know, about PC troubleshooting that would have helped you with these three problems? 12 Copyright 2012 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it Copyright 2012 Cengage Learning All Rights Reserved May not be copied, scanned, or duplicated, in whole or in part Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s) Editorial review has deemed that any suppressed content does not materially affect the overall learning experience Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it ... 11 8? ?14 2, Pages 11 8? ?14 2, Pages 11 8? ?14 2, Pages 11 8? ?14 2, 16 1? ?16 7 16 1? ?16 7 16 1? ?16 7 16 1? ?16 7 16 1? ?16 7 16 1? ?16 7 16 1? ?16 7 16 1? ?16 7 16 1? ?16 7 16 1? ?16 7 16 1? ?16 7 16 1? ?16 7 16 1? ?16 7 16 1? ?16 7 16 1? ?16 7 Copyright 2 012 Cengage... Pages 11 17 18 11 11 11 11 12 12 21 12 18 18 11 11 11 11 11 11 11 11 11 11 11 11 10 10 10 10 10 10 10 10 496–532 264– 316 835–856 878–892 496–532 496–532 496–532 496–532 582–595 582–595 10 91? ? ?10 94... Pages 11 8? ?14 2, Pages 11 8? ?14 2, Pages 11 8? ?14 2, Pages 11 8? ?14 2, Pages 11 8? ?14 2, Pages 11 8? ?14 2, Pages 11 8? ?14 2, Pages 11 8? ?14 2, Pages 11 8? ?14 2, Pages 11 8? ?14 2, Pages 19 8–220 Pages 11 8? ?14 2, Pages 11 8? ?14 2,