Performance-based question (PBQ)
A simulation-style exam question requiring you to perform a task rather than pick an answer.
Getting Started: How the Exam Works
Free knowledge base
CompTIA A+ Core 2 (220-1202) — key terms, tricks & tips
Everything from the course in one searchable place: 244 entries. Use it to review before a practice test or look up a word you forgot.
244 results
Scaled score
A converted score (not raw percent) used to determine pass/fail on CompTIA exams.
Getting Started: How the Exam Works
Domain
A major content category (e.g., Security) that groups related exam objectives.
Getting Started: How the Exam Works
Mark for review
An exam interface feature letting you flag a question to revisit before submitting.
Getting Started: How the Exam Works
Pearson VUE
The testing vendor CompTIA uses to deliver exams at centers and online.
Getting Started: How the Exam Works
Exam objectives
CompTIA's official published document listing everything an exam can test.
Getting Started: How the Exam Works
Retake policy
CompTIA's rules on how long you must wait before attempting a failed exam again.
Getting Started: How the Exam Works
How the A+ Core 2 (1202) Exam Works
PBQ First, MC Rest: Performance-Based Questions usually come first, so don't panic if the exam starts hard — Multiple Choice Rest of the way gets easier to pace.
Getting Started: How the Exam Works
How the A+ Core 2 (1202) Exam Works
The exam blueprint (domain names and their weight percentages) is published in CompTIA's official 220-1202 exam objectives document — memorize the domain names and roughly rank their weight, but verify exact percentages there since they can change between exam code refreshes.
Getting Started: How the Exam Works
How the A+ Core 2 (1202) Exam Works
Assuming the exam is only multiple choice and being caught off guard by PBQs or drag-and-drop items
Getting Started: How the Exam Works
How the A+ Core 2 (1202) Exam Works
Spending too much time on early performance-based questions and running out of time for the rest
Getting Started: How the Exam Works
How the A+ Core 2 (1202) Exam Works
Memorizing domain weight percentages from an older exam code instead of checking the current 1202 objectives
Getting Started: How the Exam Works
Active recall
A study method of retrieving information from memory rather than passively rereading it.
Getting Started: How the Exam Works
Spaced repetition
Reviewing material at increasing intervals over time to strengthen long-term memory.
Getting Started: How the Exam Works
Diagnostic assessment
A practice test taken early to identify strengths and weaknesses before full study begins.
Getting Started: How the Exam Works
Scenario-based question
An exam question describing a workplace situation requiring applied problem-solving, not just recall.
Getting Started: How the Exam Works
Hands-on practice
Performing real tasks on physical or virtual systems to reinforce theoretical knowledge.
Getting Started: How the Exam Works
Study Strategies and How to Use This Course
D-S-A-H-R: Diagnose, Study, Active recall, Hands-on, Repeat — the study cycle spelled out in order.
Getting Started: How the Exam Works
Study Strategies and How to Use This Course
The exam blueprint lists four Core 2 domains with specific weight percentages; know that Security and Operating Systems typically carry the heaviest weighting, so allocate proportional study time rather than splitting time evenly across all domains.
Getting Started: How the Exam Works
Study Strategies and How to Use This Course
Rereading notes repeatedly and mistaking familiarity for actual mastery
Getting Started: How the Exam Works
Study Strategies and How to Use This Course
Cramming everything into the final days instead of spacing study sessions over weeks
Getting Started: How the Exam Works
Study Strategies and How to Use This Course
Ignoring hands-on practice and only memorizing definitions from flashcards
Getting Started: How the Exam Works
In-place upgrade
Installing a newer Windows version while keeping existing apps, files, and settings.
Operating Systems Essentials
Edition upgrade
Changing Windows edition (e.g., Home to Pro) via product key without a full reinstall.
Operating Systems Essentials
Clean install
Wiping the drive and installing Windows fresh, removing all prior data and apps.
Operating Systems Essentials
Domain join
Connecting a computer to an Active Directory network for centralized management; requires Pro or higher.
Operating Systems Essentials
TPM (Trusted Platform Module)
A hardware security chip required at version 2.0 for Windows 11 installation.
Operating Systems Essentials
BitLocker
Microsoft's full-disk encryption feature, available on Pro and above editions.
Operating Systems Essentials
Remote Desktop host
The ability to accept incoming remote connections; requires Pro edition or higher.
Operating Systems Essentials
Windows Editions, Features, and Upgrade Paths
Home Hides features, Pro Provides Power tools (BitLocker, Policy, RDP host, domain).
Operating Systems Essentials
Windows Editions, Features, and Upgrade Paths
The 1202 exam frequently tests edition feature gaps in scenario form (e.g., 'user cannot join domain' = needs Pro). Memorize that Home lacks BitLocker GUI, Group Policy Editor, RDP host, and domain join, and that Windows 11 requires TPM 2.0 and UEFI Secure Boot.
Operating Systems Essentials
Windows Editions, Features, and Upgrade Paths
Assuming a feature is broken instead of checking if the edition simply doesn't include it
Operating Systems Essentials
Windows Editions, Features, and Upgrade Paths
Trying an in-place upgrade to change 32-bit to 64-bit (impossible; must clean install)
Operating Systems Essentials
Windows Editions, Features, and Upgrade Paths
Forgetting that Home can be an RDP client but never an RDP host
Operating Systems Essentials
APIPA
Automatic Private IP Addressing; a 169.254.x.x address assigned when DHCP fails.
Operating Systems Essentials
DHCP lease
The temporary assignment of an IP address to a device by a DHCP server.
Operating Systems Essentials
System File Checker (sfc)
Windows utility that scans and repairs corrupted protected system files.
Operating Systems Essentials
Bad sector
A damaged area of a disk that can no longer reliably store data.
Operating Systems Essentials
Group Policy Object (GPO)
A collection of settings applied to users or computers in a domain.
Operating Systems Essentials
Mirror copy
A copy operation that makes the destination identical to the source, deleting extras.
Operating Systems Essentials
Elevated command prompt
A command prompt run with administrator privileges, required for many system commands.
Operating Systems Essentials
Essential Command-Line Tools for Windows Techs
'IP Configures, CHecK Disks, System Files Check, ROBOts COPY, Group Policy Updates' - IP-Check-SFC-Robo-GP, in order of network, disk, files, copy, policy.
Operating Systems Essentials
Essential Command-Line Tools for Windows Techs
The exam expects you to know exact switches: chkdsk /f (fix errors) vs /r (fix errors AND recover bad sectors, includes /f), sfc /scannow (repair system files), robocopy /mir vs /e, ipconfig /release, /renew, /flushdns, and gpupdate /force. Expect a performance-based question asking you to pick the right command and switch for a described scenario.
Operating Systems Essentials
Essential Command-Line Tools for Windows Techs
Confusing chkdsk (disk/file system errors) with sfc (corrupted Windows system files) - they solve different problems
Operating Systems Essentials
Essential Command-Line Tools for Windows Techs
Running robocopy /MIR without realizing it deletes files at the destination that aren't in the source
Operating Systems Essentials
Essential Command-Line Tools for Windows Techs
Forgetting that many of these commands require an elevated (administrator) command prompt to run properly
Operating Systems Essentials
Control Panel
Classic Windows interface organizing configuration tools into applets.
Operating Systems Essentials
Settings app
Modern Windows configuration interface opened with Win+I, organized by category.
Operating Systems Essentials
Category view
Control Panel display grouping related tasks under broad headings.
Operating Systems Essentials
Applet
An individual configuration tool within Control Panel, like Network and Sharing Center.
Operating Systems Essentials
Device Manager
Console for viewing and managing hardware devices and drivers, reached via Control Panel or Settings.
Operating Systems Essentials
Programs and Features
Control Panel applet used to uninstall or repair installed desktop applications.
Operating Systems Essentials
Windows Update
Settings-only feature for checking, installing, and managing OS updates.
Operating Systems Essentials
Navigating Control Panel and Windows Settings
Think 'CP = Classic Plumbing' (older, deeper pipes/system tools) vs 'Settings = Sleek Switches' (modern, everyday toggles).
Operating Systems Essentials
Navigating Control Panel and Windows Settings
Exam objective 1.1 explicitly lists Control Panel utilities (Devices and Printers, Programs and Features, Network and Sharing Center, System, User Accounts) and Settings app categories (System, Devices, Network & internet, Personalization, Apps, Accounts, etc.) — memorize which specific tasks live in each, since questions often describe a scenario and ask which utility to open.
Operating Systems Essentials
Navigating Control Panel and Windows Settings
Assuming Settings has fully replaced Control Panel — many advanced tools still only exist in Control Panel
Operating Systems Essentials
Navigating Control Panel and Windows Settings
Confusing Category view organization with Small icons view when asked to find a specific applet quickly
Operating Systems Essentials
Navigating Control Panel and Windows Settings
Forgetting that some Settings pages simply link back into a Control Panel applet rather than replacing it
Operating Systems Essentials
NTFS
Windows' native file system supporting journaling, permissions, encryption, and large volumes.
Operating Systems Essentials
FAT32
Legacy file system with a 4GB max file size but broad device compatibility.
Operating Systems Essentials
exFAT
Cross-platform file system without FAT32's 4GB file size limit, common on flash drives.
Operating Systems Essentials
ext4
The default journaling file system used by most Linux distributions.
Operating Systems Essentials
APFS
Apple File System, the default macOS file system optimized for SSDs and encryption.
Operating Systems Essentials
Journaling
Logging changes before committing them to protect against data corruption after a crash.
Operating Systems Essentials
ACL (Access Control List)
A list of permissions attached to a file or folder specifying which users can access it.
Operating Systems Essentials
Partition
A logical division of a physical drive that can be formatted with its own file system.
Operating Systems Essentials
File Systems Compared: NTFS, FAT32, ext4, APFS
'N ext A pple F ile' — NTFS=Windows, ext4=Linux, APFS=Apple, FAT32/exFAT=Flexible/portable everywhere.
Operating Systems Essentials
File Systems Compared: NTFS, FAT32, ext4, APFS
The exam objectives explicitly list NTFS, FAT32, ext4, and APFS by name and expect you to match each to its OS and key trait: NTFS=Windows/permissions/journaling, FAT32=4GB limit/compatibility, ext4=Linux, APFS=macOS/SSD-optimized. Watch for scenario questions about large file copy failures pointing to FAT32.
Operating Systems Essentials
File Systems Compared: NTFS, FAT32, ext4, APFS
Assuming FAT32 can store files larger than 4GB — it cannot, regardless of drive size
Operating Systems Essentials
File Systems Compared: NTFS, FAT32, ext4, APFS
Forgetting that NTFS and APFS are not natively writable across Windows/macOS without extra software
Operating Systems Essentials
File Systems Compared: NTFS, FAT32, ext4, APFS
Confusing exFAT (no journaling, cross-platform) with NTFS (journaling, Windows-native)
Operating Systems Essentials
Spotlight
macOS system-wide search tool launched with Cmd+Space
Operating Systems Essentials
Time Machine
macOS built-in backup utility for automatic system snapshots
Operating Systems Essentials
Keychain
macOS credential manager that stores passwords and certificates
Operating Systems Essentials
Distro
A specific packaged version of Linux, e.g., Ubuntu or Fedora
Operating Systems Essentials
sudo
Linux command that runs a single command with root/admin privileges
Operating Systems Essentials
PXE boot
Preboot Execution Environment; installs an OS over a network without media
Operating Systems Essentials
Image deployment
Installing a pre-built OS/software image onto multiple computers at once
Operating Systems Essentials
macOS, Linux Basics, and OS Installation Methods
macOS tools: 'Find it, Spot it, Time it' = Finder finds files, Spotlight spots anything, Time Machine times your backups.
Operating Systems Essentials
macOS, Linux Basics, and OS Installation Methods
Core 2 objective 1.10 covers OS types and their purposes plus installation/upgrade methods. Memorize the four install types (in-place upgrade, clean install, repair install, image deployment) and the macOS-specific terms (Finder, Spotlight, Time Machine, Disk Utility) and basic Linux commands (ls, cd, pwd, sudo, chmod, apt/yum) — these appear as direct match/definition questions.
Operating Systems Essentials
macOS, Linux Basics, and OS Installation Methods
Assuming a clean install preserves user files — it wipes the drive unless you back up first
Operating Systems Essentials
macOS, Linux Basics, and OS Installation Methods
Confusing an in-place upgrade (keeps data) with a clean install (erases data)
Operating Systems Essentials
macOS, Linux Basics, and OS Installation Methods
Forgetting that Linux commands are case-sensitive and distros use different package managers (apt vs yum)
Operating Systems Essentials
AAA
Authentication, Authorization, and Accounting framework for controlling and tracking access.
Security Fundamentals
Authentication
The process of proving a user's identity, such as with a password or biometric.
Security Fundamentals
Authorization
Determining what an authenticated user is permitted to access or do.
Security Fundamentals
Accounting
Logging and auditing user activity for accountability and investigation.
Security Fundamentals
MFA (Multi-Factor Authentication)
Requiring two or more different factor categories to verify identity.
Security Fundamentals
Mantrap
A small vestibule with two interlocking doors that admits one person at a time.
Security Fundamentals
Biometrics
Authentication using unique physical traits like fingerprints or facial features.
Security Fundamentals
Tailgating
An unauthorized person following an authorized person through a secure door.
Security Fundamentals
Physical Security and Authentication (AAA, MFA)
AAA = 'Ask, Allow, Audit' — Ask who you are (authenticate), Allow what you can do (authorize), Audit what you did (accounting).
Security Fundamentals
Physical Security and Authentication (AAA, MFA)
Core 2 objective 2.1/2.4 style questions often present a scenario and ask you to name the missing AAA component or identify whether a control is physical or a factor type; memorize the five factor categories (know, have, are, somewhere you are, something you do) and know that true MFA requires factors from different categories.
Security Fundamentals
Physical Security and Authentication (AAA, MFA)
Assuming two passwords or two PINs count as MFA — they're the same factor category used twice
Security Fundamentals
Physical Security and Authentication (AAA, MFA)
Confusing authentication (proving identity) with authorization (permission levels) on scenario questions
Security Fundamentals
Physical Security and Authentication (AAA, MFA)
Overlooking physical controls like cable locks and mantraps and focusing only on software security
Security Fundamentals
Real-time protection
Defender feature that scans files continuously as they are accessed
Security Fundamentals
Controlled folder access
Defender feature blocking unauthorized apps from changing protected folders
Security Fundamentals
Network profile
Firewall rule set applied based on location: Domain, Private, or Public
Security Fundamentals
Inbound rule
Firewall rule controlling traffic attempting to enter the device
Security Fundamentals
TPM
Trusted Platform Module; hardware chip that securely stores encryption keys
Security Fundamentals
Recovery key
48-digit BitLocker backup code used to unlock a drive when normal unlock fails
Security Fundamentals
BitLocker To Go
BitLocker encryption extended to removable USB and external drives
Security Fundamentals
Windows Security Tools: Defender, Firewall, BitLocker
F.A.B. — Firewall blocks traffic, Antivirus blocks files, BitLocker blocks data theft.
Security Fundamentals
Windows Security Tools: Defender, Firewall, BitLocker
The exam objectives explicitly list Windows Defender Firewall, Windows Defender Antivirus, and BitLocker by name under security tools; expect scenario questions asking which tool to use for a stolen laptop (BitLocker) versus a blocked application (Firewall) versus infected file (Defender).
Security Fundamentals
Windows Security Tools: Defender, Firewall, BitLocker
Assuming Public Wi-Fi uses the same firewall rules as the office Private/Domain profile
Security Fundamentals
Windows Security Tools: Defender, Firewall, BitLocker
Forgetting to save or export the BitLocker recovery key before enabling encryption
Security Fundamentals
Windows Security Tools: Defender, Firewall, BitLocker
Disabling Defender permanently instead of just excluding a specific trusted file or folder
Security Fundamentals
NTFS permissions
File-system-level permissions enforced for both local and network access.
Security Fundamentals
Share permissions
Permissions applied to a shared folder, enforced only over network access.
Security Fundamentals
Effective permissions
The actual resulting access a user has after all rules are combined.
Security Fundamentals
Most restrictive wins
Rule used when comparing NTFS vs Share permissions for network access.
Security Fundamentals
Most permissive wins
Rule used when combining multiple group permissions within the same system.
Security Fundamentals
Explicit Deny
A specific denial that overrides all Allow permissions for that user.
Security Fundamentals
Inheritance
Permissions passed down from a parent folder to files/subfolders copied into it.
Security Fundamentals
Full Control
Highest permission level, allows changing permissions and taking ownership.
Security Fundamentals
NTFS vs Share Permissions and Access Control
'Share is Simple, NTFS is Native' — Share only matters on the Network, NTFS matters Now and always (local or remote).
Security Fundamentals
NTFS vs Share Permissions and Access Control
The exam frequently gives a scenario with two permission tables (NTFS and Share) and multiple groups, asking you to calculate the final effective permission for network access — remember: most permissive within each system, then most restrictive between the two systems, and Deny always wins.
Security Fundamentals
NTFS vs Share Permissions and Access Control
Forgetting that share permissions don't apply to local logons, only network access
Security Fundamentals
NTFS vs Share Permissions and Access Control
Combining NTFS and Share permissions using 'most permissive' instead of 'most restrictive'
Security Fundamentals
NTFS vs Share Permissions and Access Control
Assuming an Allow permission still works even when an explicit Deny exists somewhere
Security Fundamentals
Ransomware
Malware that encrypts victim files and demands payment for the decryption key.
Security Fundamentals
Rootkit
Malware embedded at the OS/kernel level to hide its presence from security tools.
Security Fundamentals
Botnet
A network of infected devices remotely controlled to perform coordinated attacks.
Security Fundamentals
Spear phishing
A phishing attack personalized and targeted at a specific individual.
Security Fundamentals
Evil twin
A rogue wireless access point disguised as a legitimate network's SSID.
Security Fundamentals
On-path attack
An attack intercepting communication between two parties, formerly called man-in-the-middle.
Security Fundamentals
Rogue access point
An unauthorized wireless AP connected to a network, creating a security gap.
Security Fundamentals
Malware, Social Engineering, and Wireless Threats
'VWT-RSRB' — Viruses need a host, Worms wiggle on their own, Trojans trick you, Ransomware robs you, Spyware spies, Rootkits root deep, Botnets band together.
Security Fundamentals
Malware, Social Engineering, and Wireless Threats
The exam objectives explicitly list malware types (virus, worm, trojan, ransomware, spyware/keylogger, rootkit, botnet), social engineering techniques (phishing, vishing, smishing, whaling, tailgating, shoulder surfing, impersonation, dumpster diving), and wireless attacks (evil twin, rogue AP, on-path, RF jamming). Expect scenario questions where you pick the term matching the described behavior.
Security Fundamentals
Malware, Social Engineering, and Wireless Threats
Confusing viruses and worms — remember worms need NO user action to spread, viruses do
Security Fundamentals
Malware, Social Engineering, and Wireless Threats
Calling every wireless attack 'man-in-the-middle' instead of the more precise term like evil twin or on-path attack
Security Fundamentals
Malware, Social Engineering, and Wireless Threats
Assuming social engineering only happens over email — phone (vishing) and in-person (tailgating, impersonation) are equally tested
Security Fundamentals
MDM (Mobile Device Management)
Software allowing IT to remotely configure, locate, lock, or wipe managed mobile devices.
Security Fundamentals
Remote wipe
Command that erases all data on a lost or stolen device, usually via MDM or cloud account.
Security Fundamentals
Low-level format
Factory-level operation that rewrites disk sector structure; rarely performed by end users.
Security Fundamentals
Standard format
OS-level format that clears the file table but leaves underlying data recoverable.
Security Fundamentals
Degaussing
Using a strong magnetic field to erase data on magnetic storage media like HDDs.
Security Fundamentals
Sanitization
Process of securely erasing data from storage so it cannot be recovered, without destroying the drive.
Security Fundamentals
Certificate of destruction
Documented proof that a storage device was securely destroyed or sanitized.
Security Fundamentals
Certificate error
Browser warning indicating a website's SSL/TLS certificate is invalid, expired, or untrusted.
Security Fundamentals
Mobile & Browser Security, Data Destruction
'Shred Degauss Overwrite Format' (SDOF) — from most to least destructive: Shred beats Degauss beats Overwrite beats Format.
Security Fundamentals
Mobile & Browser Security, Data Destruction
The exam objectives explicitly list mobile OS security (screen locks, remote wipe), browser security settings, and data destruction/disposal methods (low-level format vs standard format vs physical destruction vs certificate of destruction) — expect a scenario question asking you to pick the MOST secure or MOST appropriate destruction method.
Security Fundamentals
Mobile & Browser Security, Data Destruction
Assuming a standard reformat makes data unrecoverable — it only clears the file table
Security Fundamentals
Mobile & Browser Security, Data Destruction
Trying to degauss an SSD, which does not work because SSDs don't use magnetic storage
Security Fundamentals
Mobile & Browser Security, Data Destruction
Ignoring browser certificate warnings instead of investigating before entering credentials
Security Fundamentals
BSOD / Stop error
A critical Windows failure that halts the system and displays a diagnostic stop code.
Software Troubleshooting in Practice
WinRE
Windows Recovery Environment; boot-time toolkit for repair, restore, and command-line recovery.
Software Troubleshooting in Practice
BCD
Boot Configuration Data; stores settings Windows uses to locate and start the OS.
Software Troubleshooting in Practice
Startup Repair
Automated WinRE tool that diagnoses and fixes common boot-preventing problems.
Software Troubleshooting in Practice
Reliability Monitor
Windows tool showing a timeline of crashes, errors, and installs to spot correlations.
Software Troubleshooting in Practice
Safe Mode
Minimal Windows boot state loading only essential drivers, used to isolate problems.
Software Troubleshooting in Practice
Minidump
Small memory dump file created after a crash, used to analyze the cause of a BSOD.
Software Troubleshooting in Practice
SMART status
Drive self-monitoring data used to predict impending hard drive/SSD failure.
Software Troubleshooting in Practice
Diagnosing BSOD, Boot Failures, and Slowdowns
BOOT: Bios/firmware, Os loader (BCD), Os itself, Third-party drivers — check each layer in that order when a PC won't start.
Software Troubleshooting in Practice
Diagnosing BSOD, Boot Failures, and Slowdowns
Core 2 objective 1.1/1.2 explicitly lists BSOD, boot problems, and system performance as common Windows symptoms; expect scenario questions asking you to pick the correct tool (Safe Mode vs WinRE vs System Restore vs Startup Repair) for a given symptom description, so memorize which tool solves which layer of failure.
Software Troubleshooting in Practice
Diagnosing BSOD, Boot Failures, and Slowdowns
Reimaging or reinstalling Windows immediately instead of reading the stop code and checking Reliability Monitor first
Software Troubleshooting in Practice
Diagnosing BSOD, Boot Failures, and Slowdowns
Assuming a slow SSD-based PC needs defragmentation, which does nothing for SSDs and can wear them out
Software Troubleshooting in Practice
Diagnosing BSOD, Boot Failures, and Slowdowns
Ignoring recently installed drivers or updates as the most likely cause of a sudden new BSOD or boot failure
Software Troubleshooting in Practice
Browser redirection
Malware or settings changes that send browser traffic to unintended sites.
Software Troubleshooting in Practice
Rogue antivirus
Fake security software that scares users into paying or installing more malware.
Software Troubleshooting in Practice
Hosts file
Local OS file that maps domain names to IP addresses; malware alters it to redirect traffic.
Software Troubleshooting in Practice
Certificate warning
Browser alert that a site's SSL/TLS certificate is invalid, expired, or untrusted.
Software Troubleshooting in Practice
Account hijacking
Unauthorized takeover of a user's online account, often used to send spam/phishing.
Software Troubleshooting in Practice
Dynamic/random port forwarding
Unauthorized router rules routing traffic to attacker-controlled destinations.
Software Troubleshooting in Practice
Isolation
Disconnecting a compromised device from the network to contain a threat.
Software Troubleshooting in Practice
Rogue certificate
A fraudulent or unauthorized digital certificate used to impersonate a trusted site.
Software Troubleshooting in Practice
Resolving PC Security and Suspicious Behavior Issues
'PC-SPARC': Pop-ups, Certificates, Spam, Permissions, Antivirus disabled, Redirection, Crashes — the classic symptom checklist.
Software Troubleshooting in Practice
Resolving PC Security and Suspicious Behavior Issues
Core 2 objective 2.3 lists specific symptoms of security-related issues you must recognize by name: pop-ups, browser redirection, security alerts, slow performance, internet connectivity issues, PC/OS lockup, application crashes, OS updates failing, rogue antivirus, spam, renamed system files, disappearing files, file permission changes, hijacked email, altered browser configurations, altered host files, certificate warnings, and altered/missing files. Expect scenario questions asking you to pick the BEST symptom-to-cause match.
Software Troubleshooting in Practice
Resolving PC Security and Suspicious Behavior Issues
Clicking or calling numbers shown in a rogue antivirus pop-up instead of closing it safely
Software Troubleshooting in Practice
Resolving PC Security and Suspicious Behavior Issues
Assuming slow performance is always a hardware issue and skipping malware checks
Software Troubleshooting in Practice
Resolving PC Security and Suspicious Behavior Issues
Starting full malware removal before isolating the device or documenting symptoms first
Software Troubleshooting in Practice
Quarantine
Isolating an infected system from the network to prevent spread or data theft.
Software Troubleshooting in Practice
System Restore
Windows feature that saves system state snapshots; must be disabled during cleanup.
Software Troubleshooting in Practice
Pre-installation Environment (PE)
A minimal bootable OS (like WinPE) used to scan a drive outside the infected Windows install.
Software Troubleshooting in Practice
Remediation
The step of actually removing malware, including updating and scanning tools.
Software Troubleshooting in Practice
Restore Point
A saved snapshot of system files/settings that can be reverted to; can preserve malware if made too early.
Software Troubleshooting in Practice
End-user Education
Teaching the user what caused the infection to prevent repeat incidents.
Software Troubleshooting in Practice
The 7-Step Malware Removal Best-Practice Procedure
I Quit Drinking Root beer, Scheduled, Enabled, Educated — I(nvestigate) Q(uarantine) D(isable restore) R(emediate) S(chedule) E(nable restore) E(ducate)
Software Troubleshooting in Practice
The 7-Step Malware Removal Best-Practice Procedure
The exam frequently asks you to put the malware removal steps in order or identify what happens 'immediately after quarantine' — memorize the exact 7-step sequence: Investigate, Quarantine, Disable System Restore, Remediate (update + scan/remove), Schedule scans/updates, Enable System Restore, Educate user.
Software Troubleshooting in Practice
The 7-Step Malware Removal Best-Practice Procedure
Scanning or cleaning before quarantining the infected machine, allowing malware to spread over the network
Software Troubleshooting in Practice
The 7-Step Malware Removal Best-Practice Procedure
Forgetting to disable System Restore, so infected files get saved into a restore point and cause reinfection later
Software Troubleshooting in Practice
The 7-Step Malware Removal Best-Practice Procedure
Skipping end-user education, leading to the same infection happening again from the same bad habit
Software Troubleshooting in Practice
Force stop
Immediately terminates a misbehaving app's process without restarting the device.
Software Troubleshooting in Practice
Factory reset
Erases all data and settings, restoring the device to original state; last-resort fix.
Software Troubleshooting in Practice
Airplane mode toggle
Quickly disables and re-enables all radios to reset network connections.
Software Troubleshooting in Practice
Unauthorized location tracking
A security symptom where an app or attacker tracks a device's location without consent.
Software Troubleshooting in Practice
High resource utilization
Excessive CPU, memory, or battery use by an app, often causing slowdowns or overheating.
Software Troubleshooting in Practice
Unintended connection
Unexpected Wi-Fi or Bluetooth pairing that can indicate nearby attacker activity.
Software Troubleshooting in Practice
Troubleshooting Mobile OS and App Problems
RFCUR: Restart, Force stop, Check storage/updates, Un-pair/toggle network, Reset (last).
Software Troubleshooting in Practice
Troubleshooting Mobile OS and App Problems
The 220-1202 objectives explicitly list mobile OS symptoms (app crashes, high resource use, no sound, connectivity issues) separately from mobile security symptoms (unauthorized access, unauthorized location tracking, unintended connections, leaked files, high data usage). Expect scenario questions where you must distinguish a normal performance symptom from a security symptom and pick the right escalation step.
Software Troubleshooting in Practice
Troubleshooting Mobile OS and App Problems
Jumping straight to a factory reset instead of trying restart, force stop, or reinstall first
Software Troubleshooting in Practice
Troubleshooting Mobile OS and App Problems
Treating a security symptom (data usage spike, unauthorized access) as a simple performance issue
Software Troubleshooting in Practice
Troubleshooting Mobile OS and App Problems
Resetting or wiping a device without confirming a backup exists first
Software Troubleshooting in Practice
Knowledge base (KB)
Searchable repository of documented solutions to known problems.
Operational Procedures for IT Professionals
Standard operating procedure (SOP)
Approved step-by-step process ensuring consistent task execution.
Operational Procedures for IT Professionals
Change advisory board (CAB)
Group of stakeholders that reviews and approves significant system changes.
Operational Procedures for IT Professionals
Rollback plan
Predefined steps to undo a change and restore the previous working state.
Operational Procedures for IT Professionals
Sandbox
Isolated test environment used to safely try changes before production.
Operational Procedures for IT Professionals
Maintenance window
Scheduled time period for applying changes with minimal user disruption.
Operational Procedures for IT Professionals
Asset management
Tracking inventory, ownership, and lifecycle of hardware and software.
Operational Procedures for IT Professionals
Ticket escalation
Forwarding an unresolved issue to a higher-skilled or authorized tier.
Operational Procedures for IT Professionals
Documentation, Ticketing, and Change Management
Change needs a PARTY: Purpose, Analysis of risk, Rollback plan, Test in sandbox, Yes from CAB.
Operational Procedures for IT Professionals
Documentation, Ticketing, and Change Management
The exam objective 4.1/4.3 area tests documentation and change management as a distinct topic — expect scenario questions asking which document type or change management component (risk analysis, rollback plan, sandbox, CAB approval) applies. Memorize that EVERY change, however small, needs a documented request and approval before touching production.
Operational Procedures for IT Professionals
Documentation, Ticketing, and Change Management
Making an undocumented 'quick fix' change directly in production without going through change management
Operational Procedures for IT Professionals
Documentation, Ticketing, and Change Management
Closing a ticket without getting the end user's confirmation that the issue is resolved
Operational Procedures for IT Professionals
Documentation, Ticketing, and Change Management
Skipping the rollback plan, leaving no way to safely undo a change that causes problems
Operational Procedures for IT Professionals
Full backup
A backup that copies all selected data regardless of prior backup status
Operational Procedures for IT Professionals
Incremental backup
Backs up only data changed since the last backup of any type
Operational Procedures for IT Professionals
Differential backup
Backs up all data changed since the last full backup
Operational Procedures for IT Professionals
3-2-1 rule
Keep 3 data copies, on 2 media types, with 1 copy offsite
Operational Procedures for IT Professionals
Backup rotation
A schedule determining when and how backup media is reused
Operational Procedures for IT Professionals
Offsite storage
Storing a backup copy in a different physical location for disaster protection
Operational Procedures for IT Professionals
Grandfather-Father-Son (GFS)
A common rotation scheme using monthly, weekly, and daily backup sets
Operational Procedures for IT Professionals
Backup Strategies: Full, Incremental, Differential, 3-2-1
Full = Fresh everything, Incremental = Inch forward since last, Differential = Difference from the full. Remember 3-2-1 as '3 copies, 2 media, 1 far away.'
Operational Procedures for IT Professionals
Backup Strategies: Full, Incremental, Differential, 3-2-1
Objective 4.x on operational procedures expects you to identify backup types by definition and calculate restore steps; expect scenario questions asking which backups are needed to restore data, and questions naming the 3-2-1 rule directly by number.
Operational Procedures for IT Professionals
Backup Strategies: Full, Incremental, Differential, 3-2-1
Confusing incremental with differential and restoring in the wrong order or with missing pieces
Operational Procedures for IT Professionals
Backup Strategies: Full, Incremental, Differential, 3-2-1
Forgetting that incremental restores need EVERY incremental since the last full backup, not just the latest one
Operational Procedures for IT Professionals
Backup Strategies: Full, Incremental, Differential, 3-2-1
Treating the 3-2-1 rule as optional or storing all backup copies at the same physical site
Operational Procedures for IT Professionals
ESD
Electrostatic discharge; a sudden static electricity flow that can damage electronic components.
Operational Procedures for IT Professionals
Anti-static wrist strap
A grounding strap worn by a technician to safely drain static electricity.
Operational Procedures for IT Professionals
Anti-static mat
A grounded surface used to safely place components during repair work.
Operational Procedures for IT Professionals
SDS
Safety Data Sheet; document detailing hazards, handling, first aid, and disposal of a chemical.
Operational Procedures for IT Professionals
Capacitor discharge
Residual electrical charge stored in components like PSUs and monitors after power off.
Operational Procedures for IT Professionals
Self-grounding
Touching an unpainted metal case surface to equalize static charge without a strap.
Operational Procedures for IT Professionals
Class C fire extinguisher
Extinguisher type rated safe for use on electrical equipment fires.
Operational Procedures for IT Professionals
Workplace Safety: ESD, Electrical, Environment
MSDG: Mat, Strap, Don't touch monitors, Get the SDS — the four pillars of IT workplace safety.
Operational Procedures for IT Professionals
Workplace Safety: ESD, Electrical, Environment
Core 2 objective 4.3 covers safety procedures including ESD prevention tools, electrical safety, environmental controls, and proper use of an SDS; expect scenario questions asking which tool or document to use in a given safety situation.
Operational Procedures for IT Professionals
Workplace Safety: ESD, Electrical, Environment
Assuming you'll always feel an ESD shock; most damaging discharges are too small to notice
Operational Procedures for IT Professionals
Workplace Safety: ESD, Electrical, Environment
Opening a monitor or power supply casing to 'just take a quick look' inside
Operational Procedures for IT Professionals
Workplace Safety: ESD, Electrical, Environment
Ignoring the SDS and guessing how to handle a spilled chemical or clean up toner
Operational Procedures for IT Professionals
PII
Personally Identifiable Information; data that can identify a specific individual
Operational Procedures for IT Professionals
PHI
Protected Health Information; medical data regulated under health privacy laws
Operational Procedures for IT Professionals
EULA
End User License Agreement; contract governing legal use of software
Operational Procedures for IT Professionals
GPL
General Public License; common open-source software license
Operational Procedures for IT Professionals
DRM
Digital Rights Management; technology enforcing license/usage restrictions
Operational Procedures for IT Professionals
RMM
Remote Monitoring and Management; platform for managing many endpoints centrally
Operational Procedures for IT Professionals
RDP
Remote Desktop Protocol; Windows graphical remote control, port 3389
Operational Procedures for IT Professionals
SSH
Secure Shell; encrypted remote command-line access protocol
Operational Procedures for IT Professionals
Privacy, Licensing, Professionalism & Remote Access
PLEASE Remote: Privacy, Licensing, Ethics/professionalism, Automation (scripting), Secure Ethical remote access - the full checklist of this lesson.
Operational Procedures for IT Professionals
Privacy, Licensing, Professionalism & Remote Access
Objective 4.x expects you to match file extensions (.bat, .ps1, .vbs, .sh, .py, .js) to their scripting language and platform, and to identify PII/PHI/PCI examples plus professionalism 'do's and don'ts' in scenario questions - read carefully for keywords like 'confidential,' 'license,' or 'customer present.'
Operational Procedures for IT Professionals
Privacy, Licensing, Professionalism & Remote Access
Assuming open-source software has no license terms to follow
Operational Procedures for IT Professionals
Privacy, Licensing, Professionalism & Remote Access
Running an unfamiliar script on a production machine without testing it first
Operational Procedures for IT Professionals
Privacy, Licensing, Professionalism & Remote Access
Discussing customer's regulated data or personal files with coworkers or on social media
Operational Procedures for IT Professionals