Lesson 4: Supporting Windows Flashcards
Installing the OS to a new computer or completely replacing the OS software on an old one by repartitioning and reformatting the target disk. Any existing user data or settings are deleted during the setup process.
Clean Install
Running setup from an existing version of the OS so that third-party applications, user settings, and data files are all kept and made available in the new version.
In-place upgrade
Deployment method where installation choices are saved in an answer file or script so that the setup program executes without manual intervention.
Unattended installation
Deployment method where the target disk is written with an image of the new OS.
Image deployment
Device used to start the setup program and hold source files for installing or upgrading an OS.
Boot Device
Setup connecting to a shared folder containing the installation files, which could be slipstreamed or use image deployment
Network Boot
Feature of a network adapter that allows the computer to boot by contacting a suitably configured server over the network.
Preboot eXecution Environment (PXE)
Information about partitions is stored on the disk itself in one of two types (2)
- MBR (Master Boot Record)
- GPT ([Globally Unique Identifier] Partition Table)
Sector on a mass storage device that holds information about partitions and the OS boot loader.
With this partition-style, a given physical disk can contain up to four primary partitions, any one of which can be marked as active, and therefore made bootable.
master boot record (MBR)
Modern disk partitioning system allowing large numbers of partitions and very large partition sizes.
globally unique identifier (GUID) partition table (GPT)
An OS must be installed to a partition formatted using a compatible file system. What are the compatible file systems for Windows (3) and for Linux (2)?
Windows:
- NTFS
- mac0S
- APFS
Linux:
- ext3
- ext4
OEM recovery media enabling the user to reset the system to its factory configuration.
Recovery partition
Where is a recovery partition created on?
internal fixed drive
True or False? OEM media will usually recover user data or settings or reinstall third-party applications
False
OEM (Original Equipment Manufacturer) media typically does not recover user data, settings, or reinstall third-party applications. It is designed to restore the operating system to its factory default state, which means it will reinstall the operating system itself but will not retain personal data or settings, nor will it reinstall third-party applications.
You are writing some work instructions to assist technicians with deploying new user desktops via cloning. What type of installation and boot method is this process most likely to use, and what are the boot requirements?
Cloning refers to the image deployment installation method. Network boot requires a PXE-compatible network adapter and motherboard in the computer and the boot device priority set to network/PXE. The network requires a Dynamic Host Configuration Protocol (DHCP) server plus a remote network installation server to run unattended setup and apply the image.
An image is a copy of an existing installation saved as a single file. Image deployment could use USB boot media (or even optical discs), but network boot is more likely.
You are supporting a home user with upgrading a computer from Windows 10 to Windows 11. You have run Microsoft’s PC Health Check tool, and it verifies that the computer meets the hardware requirements. Should you now proceed with the in-place upgrade?
No. You must backup user data and settings first. A backup is essential as a security precaution.
You are repurposing an old computer. You perform a clean OS install using optical media. During setup, you configured the partition manager to apply GPT style. After the file copy stage, the new installation fails to boot. What is the likely cause?
The PC is set to boot using the legacy BIOS method. This is not compatible with GPT-style partitioning. If supported by system firmware setup, switch to UEFI boot. If the firmware is BIOS only, change the boot method back to optical disc, run setup again, and choose MBR partitioning.
Minimum specifications for CPU speed, memory, and disk capacity for installing an OS or app.
System requirements
A smart card or USB form factor device that stores some cryptographic user identification data.
External hardware token
In a 64-bit Windows environment, 32-bit application files are installed to the 1._____ ___ while 64-bit applications are stored in 2. ______ ____
- Program Files (x86) folder
- Program Files
Formats for provisioning application installation files, such as via optical discs, downloads, and image files.
An app distribution method
Windows setup file extensions (2)
.EXE or .MSI
File containing the contents of an optical disc in a single file. File stored on removable media or a host system are often used to install virtual machine operating systems.
ISO file
Considerations that should be made when planning the installation or upgrade of new apps.
Potential impacts
Considerations for Impact to Business In a corporate environment, any application that is installed must have considerations on it’s impacts (3)
Licensing, Support, Training
Licensing—Commercial software must be used within the constraints of its license. This is likely to restrict either the number of devices on which the software can be installed or the number of users that can access it. Installing unlicensed software exposes a company to financial and legal penalties.
Support—Software might be available with paid-for support to obtain updates, monitor and fix security issues, and provide technical assistance. Alternatively, security monitoring and user assistance could be performed by internal staff, but the impact to IT operations still needs assessing.
Training—Complex apps can have a substantial and expensive user-training requirement. This can be an ongoing cost as new versions can introduce interface or feature changes that require more training or new employees require initial training. If the app is supported internally, there might also be a technical training requirement to ensure that staff can provide support and maintain the application in a secure state.
You are writing work instructions for third-party app deployments using the CompTIA A+ objectives to guide you. In the section on system requirements for applications, you have covered the following topics:
- 32-bit- vs. 64-bit-dependent Operating System requirements.
- Dedicated graphics card vs. integrated (VRAM requirements).
- RAM requirements
- CPU requirements
- External hardware tokens
What additional topic should you include, if any?
Storage requirements. Each app takes up a certain amount of space when installed to the fixed disk. Also, you must plan for user-generated file storage, temp files, log files, and other data generated through use of the app.
You are writing guidance for departmental managers to request new software installs. You want each manager to consider impacts to the business, operation, network, and devices as part of their request. In terms of impacts to business, you have written guidance to consider support and training requirements. What other topic should you include?
To consider licensing requirements, such as number of users or devices. There also needs to be a system for monitoring license compliance and ensuring there are no unauthorized installs.
You have downloaded an installer for a third-party app from the vendor’s website. What should you do before proceeding with setup?
Verify the integrity of the download using a hash value or the vendor’s digital certificate.
Troubleshooting startup mode that loads a limited selection of drivers and services.
Safe Mode
Troubleshooting boot options that allow use of tools such as safe mode and recovery discs.
Startup Repair
Windows troubleshooting feature that installs a command shell environment to a recovery partition to remediate boot issues.
Windows Recovery Environment (WinRE)
Windows System Protection feature that allows the configuration to be reverted to a restore point.
System Restore
Windows troubleshooting feature that allows removal of an update or reversion to a previous driver version.
Roll Back Driver feature
You can create a system image using which applet in the Control Panel?
Backup and Restore applet
Windows feature to attempt system recovery by reinstalling Windows from source.
Reset this PC
Windows command in Windows allowing for the repair (or attempted repair) of the boot manager and boot loader.
fixboot
The key sequence to test whether the system is responsive.
WINDOWS+CTRL+SHIFT+B
Microsoft status screen that indicates an error from which the system cannot recover (also called a stop error). Blue screens are usually caused by bad driver software or hardware faults (memory or disk). Other operating systems use similar crash indicators, such as Apple’s pinwheel and Linux’s kernel panic message.
blue screen of death (BSoD)
A computer is caught in a reboot loop. It starts, shows a BSoD, and then reboots. What should you do?
Boot using a recovery tool, such as the product disc, and attempt startup repair and/or repair of the Windows installation using sfc or Windows reset.
A user calls saying that their screen occasionally goes blue, and the system shuts down. What should you advise the user to do?
Record STOP Error Information: Ask the user to take note of the STOP error code and any error messages that appear on the blue screen when the system crashes. The STOP error code, also known as the “Blue Screen of Death” (BSOD) code, can provide valuable clues about the cause of the issue.
If you suspect improper handling during installation has caused damage to a RAM module, how could you test that suspicion?
Run a Memory Diagnostic. Because this tests each RAM cell, it should uncover any fault.
A program is continually using 99–100% of processor time. What should you do?
Try to end the application or the process using Task Manager, and then contact the application vendor to find out why the problem is occurring.
A user boots a Windows device into the basic input/output system (BIOS) but recognizes no bootable disks. What is most likely the problem?
A.It is using MBR partitioning.
B.It is using GPT partitioning.
C.It is using APFS.
D.It is using ext3.
B. It is using GPT partitioning.
When the disk uses GPT partitioning, the system firmware must be set to use the Unified Extensible Firmware Interface (UEFI) boot method. If the boot method is set to BIOS, the disk will not be recognized as a boot device.
When the disk uses master boot record (MBR) partitioning, the system firmware must be set to use the legacy BIOS boot method. If the boot method is set to UEFI, the disk will not be recognized as a boot device.
macOS uses the Apple File System (APFS). A Windows machine was not likely partitioned using APFS since it is not part of the Windows installation options.
Linux can use ext3/ext4 or a variety of other file system types. A Windows machine was not likely partitioned using ext3 or ext4.
A server administrator wants to create several virtual machines with a consistent set of software and configuration options. What should the administrator use for installation?
A.DirectAccess
B.BitLocker
C.Images
D.POSIX
C. Images
Unattended installations are also often completed using image deployment. Using image deployment means that machines use a consistent set of software and configuration options.
The Enterprise edition has several features that are not available in the Pro edition, such as support for Microsoft’s DirectAccess virtual private networking technology.
BitLocker enables the user to encrypt all the information on a disk drive. Encryption means that data on the device is protected even if someone steals it.
POSIX Compliance supports UNIX/Linux compatibility. Microsoft engineered the New Technology File System (NTFS) to support case-sensitive naming, hard links, and other key features required by UNIX/Linux applications.
A cyber intern is tasked with installing a Windows 32-bit program on a company computer which is running a 64-bit version of Windows. To confirm it is installed correctly, what folder can the intern view to ensure all files are present?
A.Program Files (x86)
B.Program Files
C.%SystemRoot%\system32
D.%SystemRoot%\syswow64
A. Program Files (x86)
For this scenario, the intern will ensure the files are found within the Program Files (x86) folder as this is where 32-bit applications files are installed.
The Program Files folder is normally used with 64-bit applications when installing environments onto a device.
Windows’ 64-bit shared system files (DLLs and EXEs) are stored in %SystemRoot%\system32.
Shared system files for the 32-bit versions are stored in %SystemRoot%\syswow64.
A user calls in about an invalid boot disk error. What is the most common cause of this issue?
A.Floppy disk left in the drive on a restart
B.OS loader not found
C.USB set as the primary boot method
D.Driver corruption
C.USB set as the primary boot method
Check for any removable disks, and change the boot device priority/boot order if necessary. If the system firmware returns an error message such as invalid boot disk, then the system has completely failed to boot.
The most common cause of this error used to be leaving a floppy disk in the drive on a restart. Most computers do not use a floppy disk anymore.
A no OS found type message can appear when a disk drive is identified as the boot device but does not report the location of the OS loader.
If Windows appears to boot but does not display the sign-in screen, the likely causes are malware infection or corruption of drivers or other system files.
A user finds that their home computer fails to boot. The user believes part of the operating system (OS) is corrupted. They want to recover it but do not want to lose any personal documents. What should the user do?
A.Use a factory recovery partition.
B.Use the full reset option.
C.Format the drive.
D.Use refresh.
D. Use refresh
Using refresh recopies the system files and reverts most system settings to the default but can preserve user personalization settings, data files, and apps installed via the Windows Store.
A factory recovery partition is a tool used by original equipment manufacturers (OEMs) to restore the OS environment to its ship state.
Using the full reset option deletes the existing OS plus apps, settings, and data ready for the OS to be reinstalled.
Formatting a drive will completely wipe everything on it, or at least the links in the partition tables to the files.
A student considers upgrading their system but has many custom drivers and hardware in their Windows-driven rig. Where can the student look for a catalog of tested devices and drivers for this platform?
A.HCL
B.PXE
C.NIST
D.SED
A. HCL
Microsoft maintains a Windows Logo’d Product List (LPL) catalog, also called the Hardware Compatibility List (HCL). This is a catalog of tested devices and drivers. If a device has not passed Windows logo testing, users should check the device vendor’s website to confirm whether there is a driver available.
Most computers now come with a Preboot eXecution Environment (PXE)–compliant firmware and network adapter to support this boot option.
Frameworks for security controls are established by organizations such as the National Institute of Standards and Technology (NIST).
Instant Secure Erase (ISE)/Crypto Erase uses the capabilities of self-encrypting drives (SEDs) as a reliable sanitization method for both HDDs and SSDs. A SED encrypts its contents by using a media encryption key (MEK).
A support operator helps a user who is complaining about latency and sluggish performance for a modern computer. Which of the following will be the least helpful in troubleshooting?
A.Perform a system file check (SFC).
B.Use Task Manager.
C.Reboot.
D.Run fewer programs.
A. SFC
In modern systems, checking file integrity will not improve sluggish performance. In most instances, it will have no effect.
Use Task Manager to determine if any resources are at 90–100% utilization, and then note which process is most active.
If ending the process does not restore system performance, try rebooting the computer. The problem could be transitory and might not reoccur.
If Windows displays an error message such as low memory, try running fewer programs, and see if the issue can be isolated to one process.
A security administrator is concerned about the introduction of new software to the environment. What security considerations should be made when allowing new software in the environment? (Select the best two options.)
A.Vendor reputation
B.Trusted sources
C.Digital signature
D.User reviews
C. Digital signature and B. Trusted sources
Ensuring that software is only installed from trusted sources minimizes the risk of introducing malware, Trojan horses, or other malicious software into the environment.
Digital signatures provide a way to verify the integrity and authenticity of software. They ensure that the software hasn’t been tampered with since being signed by a reputable software publisher.
While it’s beneficial to know the reputation of a software vendor, this alone doesn’t guarantee that the software is secure or hasn’t been tampered with after its release.
While user reviews can provide insights into the software’s functionality and reliability, they are not a reliable security measure. Users might be unaware of underlying security issues, or reviews can be manipulated.
A user experiences a slow desktop load, so they want to try to rebuild their local user profile. Which of the following is NOT one of the three files that need to be excluded when rebuilding a profile?
A.NTUSER.POL
B.NTUSER.DAT
C.NTUSER.DAT.LOG
D.NTUSER.INI
A. NTUSER.POL
NTUSER.POL is a valid Windows file related to group policy settings and does not need to be excluded when rebuilding a local user profile because it’s automatically recreated based on the group policy settings when a user logs in.
Rebuilding a local user profile means creating a new account and then copying files from the old, corrupt profile to the new one, but excluding three files. NTUSER.DAT is the first file.
NTUSER.DAT.LOG is another file that should be excluded when rebuilding a local user profile. Delays affecting the system prior to sign-in are caused by loading drivers and services.
NTUSER.INI is the last file that should be excluded when rebuilding a local user profile.
A graphics artist is starting to get into 3D animation and wants to ensure their computer can adequately handle the work. What should the graphics artist use?
A.Hardware token
B.LPL
C.Integrated graphics
D.Dedicated graphics
D. Dedicated graphics
A demanding application, such as graphic design software or a game, is likely to require a dedicated graphics card with its own video RAM, separate from the general system RAM.
An external hardware token is a smart card or USB form factor device that stores some cryptographic user identification data.
Microsoft maintains a Windows Logo’d Product List (LPL) catalog, previously called the Hardware Compatibility List (HCL). This is a catalog of tested devices and drivers.
A PC’s graphics subsystem can be implemented as a feature of either the central processing unit (CPU) or the motherboard chipset. This is referred to as integrated graphics.
A project manager implements a new ticketing system that allows the helpdesk to record knowledge, streamline efficiencies, and automate solutions. Which of the following is the least concern for the support team?
A.Licensing
B.Distribution method
C.Support
D.Training
B. Distribution method
A distribution method is normally not a major concern. Distribution is fairly standardized for Windows, Mac, and Linux computers.
Licensing is one of the three primary concerns. Commercial software must be used within the constraints of its license. This is likely to restrict either the number of devices on which the software can be installed or the number of users that can access it.
Support is a big consideration. Software might be available with paid-for support to obtain updates, monitor and fix security issues, and provide technical assistance.
Training is another concern. Complex apps can have a substantial and expensive user-training requirement.
A user brings in a laptop that does not boot. Based on the user’s description, the assistant suggests running chkdsk. How can the user do this?
A.System Restore
B.WinRE
C.UEFI
D.BCD
B. WinRE
Drop into the Windows Recovery Environment (WinRE) command prompt, where the user could run commands such as diskpart, sfc, chkdsk, bootrec, bcdedit, or regedit to try to repair the installation manually.
System Restore or restore from an image backup, performs a refresh, or reset reinstallation of Windows. This will not allow running commands though.
The basic input/output system (BIOS) or the Unified Extensible Firmware Interface (UEFI) setup allows users to configure the recovery media as the priority boot device. This does not typically allow commands to run.
The BOOTMGR and the boot configuration data (BCD) file are normally installed to a hidden System Reserved partition.
A curious IT professional investigates the hidden System Reserved partition. What does the BOOTMGFW.EFI read to identify whether to show a boot menu and to find the location of WINLOAD.EFI?
A.RMM
B.MSDS
C.NLA
D.BCD
D. BCD
BOOTMGFW.EFI reads the BCD to identify whether to show a boot menu and to find the location of WINLOAD.EFI. From this point, the Windows boot loader continues the boot process by loading the kernel, as described previously.
Remote monitoring and management (RMM) tools are principally designed for use by managed service providers (MSPs). An MSP is an outsourcing company that specializes in handling all IT support for its clients.
Some hazard information will be provided on labels, but the supplier must also provide more detailed information on a material safety data sheet (MSDS).
Network Level Authentication (NLA) protects the Remote Desktop Protocol (RDP) server against denial of service attacks. Without NLA, the system configures a desktop before the user logs on.
A client administrator at a local university runs a computer lab and decides they want to image the machines nightly due to the high risk of having everything available and open to use. The administrator orders new computers which are compatible with the ability to use Preboot eXecution Environment (PXE). What type of boot would this be?
A.Network
B.Hard drive
C.Optical
D.USB
A. Network
Network boot setup means connecting to a shared folder containing the installation files, which could be slipstreamed or use image deployment.
Once the OS has been installed, the administrator will usually want to set the internal hard drive as the default (highest priority) boot device and disable any other boot devices.
Historically, most attended installations and upgrades were run by booting from optical media (CD-ROM or DVD). The optical drive must be set as the priority boot device.
When using an external/hot-swappable hard drive or solid-state flash drive as boot media, the boot method should be set to use the USB-connected device as the priority option.
A server administrator tests an application migration from a 32-bit server to a 64-bit server, but the application is still 32-bit. Where will Windows run the application?
A.PXE
B.SED
C.WOW64
D.OEM
C. WOW64
In 64-bit Windows, the applications run within a special application environment called WOW64 (Windows on Windows 64-bit). This environment replicates the 32-bit environment expected by the application and translates its requests into ones that can be processed by the 64-bit CPU, memory, and file subsystems.
Most computers now come with a Preboot eXecution Environment (PXE)–compliant firmware and network adapter to support booting from a network with a suitably configured server.
Instant Secure Erase (ISE)/Crypto Erase uses the capabilities of self-encrypting drives (SEDs) as a reliable sanitization method for both HDDs and SSDs.
An original equipment manufacturer (OEM) license means that the OS is pre-installed to a PC or laptop and is valid for that device only. The computer vendor is responsible for support.
Lesson 4 Summary
You should be able to support diverse operating system and application software deployments by applying appropriate considerations and troubleshooting processes.
Guidelines for Supporting Windows
Follow these guidelines to support and troubleshoot Windows deployments, upgrades, and app software:
Develop a checklist and work instructions to govern deployment of clean install of new operating systems:
Boot methods for attended (USB external drive versus optical media) and unattended (USB/disk versus remote network installation).
Partitioning (MBR versus GPT) and file system requirements for drive formatting or image-based installation.
Develop a checklist and work instructions to govern deployment of in-place upgrades:
Availability and product life cycle, including feature updates.
Considerations (backup files and user preferences, app and driver support/backward compatibility, and hardware compatibility).
Prepare for recovery scenarios by creating boot media/internal partitions, backup images, and backup user files/preferences.
Develop a checklist and work instructions to govern deployment of new applications:
Establish system requirements for applications (CPU, 32-bit vs. 64-bit, RAM, dedicated graphics card vs. integrated, VRAM, storage, and external hardware tokens).
Establish application to OS compatibility.
Identify available distribution method (physical media vs. downloadable or ISO mountable) and ensure trustworthy sources.
Assess impacts to business, operation, network, and device.
Develop a knowledge base to document steps to resolve Windows OS issues:
Symptoms including 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, and time drift.
Tools and techniques including reboot, restart services, uninstall/reinstall/update applications, add resources, verify requirements, sfc, repair Windows, restore, reimage, roll back updates, and rebuild Windows profiles.
