11.

Mobile Devices

In this chapter you will learn

The operating systems mobile devices use
How to configure mobile devices
How to back up and secure mobile devices
How to troubleshoot mobile devices
The importance of appearance in the IT field

CompTIA Exam Objectives

What CompTIA A+ exam objectives are covered in this chapter?
901-1.2 Explain the importance of motherboard components, their
purpose, and properties.
901-1.3 Compare and contrast various RAM types and their features.
901-1.4 Install and configure PC expansion cards.
901-1.5 Install and configure storage devices and use appropriate media.
901-1.12 Install and configure common peripheral devices.
901-2.7 Compare and contrast Internet connection types, network types
and their features.
901-3.1 Install and configure laptop hardware and components.
901-3.2 Explain the function of components within the display of a laptop.
901-3.3 Given a scenario, use appropriate laptop features.
901-3.4 Explain the characteristics of various types of other mobile
devices.
901-3.5 Compare and contrast accessories & ports of other mobile
devices.
901-4.4 Given a scenario, troubleshoot wired and wireless networks with
appropriate tools.
901-4.5 Given a scenario, troubleshoot and repair common mobile device
issues while adhering to the appropriate procedures.
902-2.5 Identify basic features of mobile operating systems.
 902-2.6 Install and configure basic mobile device network connectivity
and email.
902-2.7 Summarize methods and data related to mobile device
synchronization.
902-3.5 Compare and contrast various methods for securing mobile
devices.
902-3.7 Given a scenario, secure SOHO wireless and wired networks.
902-4.3 Given a scenario, troubleshoot common mobile OS and
application issues with appropriate tools.
902-4.4 Given a scenario, troubleshoot common mobile OS and
application security issues with appropriate tools.

Mobile Device Overview

Mobile devices are an integrated part of today’s society. Wearable devices such
as smart watches, fitness monitors, glasses, and headsets allow us to take our
technology wherever we go. Everywhere you look, there are laptops, Android
phones, Apple iPhones and iPads, phablets, and new electronics being
introduced. Many mobile devices are all-in-one units. Because they have no
keyboard, much of the device is devoted to being a touchpad. They are designed
to be quick, light, durable, and portable (see Figure 11.1). For some users, they
are a second computer—often using these smaller mobile devices while on the
go and leaving their desktop model or even their laptop at home. Table 11.1
contains characteristics of various mobile devices.
FIGURE 11.1 Mobile devices
TABLE 11.1 Mobile devices
FIGURE 11.2 Tablet

FIGURE 11.3 GPS

FIGURE 11.4 Smartphone

FIGURE 11.5 Phablet

 FIGURE 11.6 e-reader

FIGURE 11.7 Smart camera

Mobile Operating System Basics and Features
Mobile devices need an operating system as any computer does. The mobile
operating system can be proprietary to a particular vendor, but three common
mobile operating systems are Android, iOS, and Windows. Android is an open
source operating system that is based on the Linux kernel and used for phones
and tablets, but is available on laptops and PCs. Open source operating systems
allow vendors to use the core source code and gives vendors the ability to
customize the operating system. Google, Inc. purchased Android in 2005 and it
continues to be the most popular mobile operating system (mobile OS) in the
world.
Apple’s iOS is found only on Apple devices. This is an example of a closed
source or vendor-specific operating system. This type of operating system is
not allowed to be modified or distributed by anyone other than those designated
by the developer such as Apple Inc. Microsoft has several closed source
Windows Mobile operating systems that relate to mobile devices. Note that
some mobile devices support the normal Windows desktop operating system
versions. Here are the ones specifically related to mobile devices that are not the
full version of Windows:
Windows Phone: A family of operating systems designed for smartphones.
Windows 10 Mobile: Successor to Windows Phone that integrates some
features common to the Windows desktop and mobile devices into
smartphones and small tablets.
Windows RT: An operating system based on reduced instruction set
computing (RISC) architectures, which allows for thinner, lighter, cooler
mobile devices and can run longer on battery. Only executes software
digitally signed by Microsoft and Windows Store apps.

Mobile Storage
Mobile devices need a place to store data and mobile storage uses the same
technology as some PC storage, but of course, the storage media is smaller.
Mobile devices do have RAM. Sometimes this RAM is not upgradable in mobile
devices such as tablets and smartphones. However, storage in mobile devices is
sometimes available using flash memory. Flash memory is a type of
nonvolatile, solid-state memory that holds data even when the computer power is
off. Smartphones, tablets, and other mobile devices use flash memory to store
the operating system, apps, and data/video storage. Flash memory for mobile
devices includes various types of Secure Digital (SD) cards: SD, miniSD,
microSD, SDHC, miniSDHC, microSDHC, SDXC, microSDXC, extreme
digital (xD), and probably more since this book has been published. On some
phones, the micro memory chip is found when removing the back cover and the
battery.
Another flash technology used with mobile devices is CompactFlash.
CompactFlash (CF) has two main standards: CompactFlash and CF+.
CompactFlash is a small, 50-pin removable storage device that allows speeds up
to 133MB/s. CF cards can store 512GB or more. The CF+ standard allows
increased functionality with cards available for Ethernet, fax/modem/wireless,
and barcode scanners.
CF cards can be inserted directly into many devices, such as cameras,
smartphones, network devices, and tablet PCs. A CF card uses flash memory,
which does not require a battery to keep the data saved to it. A CF card can also
be installed into a computer with a CF card reader. The CF technology is also
used in solid-state drives. Figure 11.8 shows a photo of three flash memory cards
(with the CF card on the left and two types of SD cards to the right).

FIGURE 11.8 Flash storage

Flash memory or storage cards are found in mobile devices and laptops, but
also in desktop computers. Some devices have an SD card slot built into the
devices such as the laptop shown in Figure 11.9. Some have an SD tray that pulls
out. Insert the flash card into the tray (with the contacts facing down), and then
push the tray into the device. Sometimes in order to insert a microSD card into a
laptop or tablet, an adapter may have to be purchased so that the microSD card
can be used. Figure 11.10 shows how the microSD card inserts into an adapter.
That adapter must match the slot size (normally SD) of the mobile device.

FIGURE 11.9 Laptop SD card slot

 FIGURE 11.10 Flash media adapter
Flash media is commonly installed in Apple and Android products. When you
install flash media into an Android tablet or phone, you can use the Settings >
Storage option to view the internal memory capacity and any additional memory
storage. For an iOS-based device, go to Settings > General to see the amount of
memory installed.
Some people like to buy a media card reader (also known as a multi-card
reader or flash/flash memory card reader) so they can quickly and easily transfer
pictures, data, movies, etc. to a PC. Some card readers accept 75 different types
of media storage. The card reader attaches to a USB port. Figure 11.11 shows a
multi-card reader.
 FIGURE 11.11 Multi-card reader

Tech Tip: Don’t format CF cards with Windows

If Windows is used to format a CF card, it will place a different file
system on the card. Windows can be used to read files from the card or
place files on the card, but best practice is to use the formatting option on
the device instead of using Windows to format a CF card.

Mobile Wearable Technology Devices

Mobile technology also includes some cool wearable items, such as watches,
shoes, and even earrings. Table 11.2 lists some wearable technologies.
TABLE 11.2 Wearable technology

FIGURE 11.12 Smart watches

FIGURE 11.13 Fitness monitor
 FIGURE 11.14 Wearable technology glasses

Mobile Accessories
Mobile devices also have some accessories that are unlike PCs. Table 11.3
outlines various mobile accessories a technician may need to know about and
describe to a customer.
TABLE 11.3 Mobile accessories
FIGURE 11.15 Wireless headset

FIGURE 11.16 Wireless speaker

 FIGURE 11.17 Game pad

FIGURE 11.18 Mobile docking station

 FIGURE 11.19 Portable charger

FIGURE 11.20 Mobile device screen protection

 FIGURE 11.21 Waterproof cell phone

FIGURE 11.22 Mobile credit card reader

 FIGURE 11.23 Smart card reader

Using Mobile Devices

A mobile operating system is different in that, instead of primarily using a mouse
or keyboard to interact with the operating system, a finger, stylus, spoken word,
or multiple fingers are used. Figure 11.24 shows an ASUS tablet home page that
uses Android as the operating system. Figure 11.25 shows an Android-based
smartphone. Note that the notification area for a smartphone is usually provided
by pulling down a menu from the top of the screen.
 FIGURE 11.24 ASUS tablet home screen
Notice in Figure 11.24 how the system bar extends across the bottom of the
screen. The back button on the far left is used to return to the previous page. If
the keyboard screen is open, the back button will close the keyboard. The home
button is used to return to the main home page, but keep in mind that other home
pages may be available to the left or right. The third icon from the left on the
system bar is the recent apps button. The recent apps button shows thumbnail
views of recently used applications. If you touch a thumbnail, the application
opens full screen. In the far right corner is the mobile notification area that
contains icons, such as the battery life, wireless signal strength, time, or external
media connectivity. Note that on a smartphone (refer to Figure 11.25), the
notification area is commonly a swipe from the top of the display.
 FIGURE 11.25 Android smartphone home screen
Figure 11.26 shows an Apple iOS home page. An Apple iPad or iPhone has a
physical home button (not an icon to tap) beside or below the screen. On an
iPad, pushing the home button removes the keyboard.
FIGURE 11.26 iOS home screen
 Configuration is commonly performed through the mobile device’s Settings
option, but before getting into any of those, you have to be able to understand
touch displays. Touching a display instructs the operating system to do
something. Swiping is used to go to the next page of applications or go to the
next photo. Multitouch technology is simply the capability to accept multiple
touches, such as when two fingers or a finger and a knuckle are used. 3-D touch
involves lightly tapping the touch screen to open an application, tapping and
holding for a second performs a different function, and still pressing down firmly
on the same area performs a third function. This technology is continually
evolving.

Interacting with a Mobile Operating System

When interacting with a mobile OS, some common terms are used to control the
applications and icons. These terms are described in Table 11.4. As you can see
from this list of terms, some interaction requires multitouch. Not all screens
support this feature. Refer to Figure 11.27 to see multitouch techniques.

TABLE 11.4 Mobile operating system interaction

 FIGURE 11.27 Multitouch techniques

Tech Tip: What if a device goes to sleep?

Press the power button and optionally enter a pattern, PIN, or passcode.
On an Android device, press and drag the lock icon to the unlock icon in
the center of the display. Pressing the home button also awakens an
iPhone or iPad. Slide the slide to unlock bar to the right and optionally
enter the passcode.

Cell Phones
Most people are familiar with what a cell phone is, but technicians need to know
a little more than the normal user about the phone. Also, some companies issue
phones to employees that technicians support. Learning about how phones are
identified and when they should be updated is important.

IMEI and IMSI

International mobile equipment identity (IMEI) is a unique number given to a
particular cell phone and some satellite phones. It is like a serial number. IMEI
numbers are stored in a database or the equipment identity register (EIR). When
phones are reported stolen, the database can be updated to mark the number as
invalid. When buying a used phone, you might want to check the IMEI number
against a mobile blacklist to ensure it has not been lost or stolen.
A company may track IMEIs. The IMEI number is commonly found using
one of the following methods:
Look on the back of the phone.
 Look under the battery. Figure 11.28 shows two smartphones that have the
back removed and the battery exposed.

FIGURE 11.28 Cell phones with backs removed

Use the phone’s Settings > General or Settings > About phone option.
Dial *#06#.
Look in the SIM card tray for an engraved number or under the SIM card.
Plug the phone into a PC, and then open iTunes. Select the phone from the
Device menu > Summary tab.
Use Google Dashboard (www.google.com/settings/dashboard) > expand
 Android > locate, and then select phone.
Look on the original box the device came in.
Use your network provider’s website.
International mobile subscriber identity (IMSI) is a unique number that is
stored in your smartphone’s subscriber identification module (SIM) card. A SIM
card is used in mobile phones, satellite phones, mobile devices, and laptops. It
contains electronics that provide storage of information, such as personal
contacts, numbers, phone services, security authentication, and a security
personal identification number (PIN). Figure 11.29 shows a SIM card.

FIGURE 11.29 SIM card

The IMSI has three parts including the country code, the network code
(identifies the provider network), and a unique number. The IMSI is used when
your phone’s network connects to any other network or type of network, such as
when you call someone that uses another phone network or call someone’s home
using your cell phone. The reason this is important is because roaming charges
may be assessed on calls that go through or to another network or how many
minutes you have on a particular plan.

PRI and PRL Updates

Each phone contains a specific product release instruction (PRI) configuration
file. This file contains what frequency bands can be used and the default
preferred roaming list (PRL) to use. The PRL is created by the cell network
provider. The information is stored in your phone and used when connecting to a
cell tower. The PRL includes service provider IDs and prioritized systems the
device may access, such as companies with which a particular company has
agreements so that the user may “roam” and still maintain the ability to
make/receive calls. PRL updates are automatically pushed out to the latest
phones. Most companies have a specific code that can be used to update the
latest PRL.

Tech Tip: Why would I want to update the PRL?

Manually update the PRL if the phone is frequently used outside of the
“home network” area.

The PRL is what allows a phone to provide a roaming indicator such as when
the phone is in its home network (not roaming), when off the home network
(roaming), or when roaming is disabled. Phone and data roaming can usually be
enabled/disabled through the phone Settings option.

Baseband Updates and Radio Firmware

Baseband is a type of signal used in telecommunications networks. A baseband
signal is used to send updates to mobile devices such as mobile phones. Actually
the baseband update is applied to the phone’s radio firmware, which is low-
level software that manages items related to a phone’s radio. The radio is what
allows a phone to connect to a cellular network, send and receive data, and send
and receive phone calls. Firmware is specific to a device and sometimes to a
phone network provider.
Some users like replacing the operating system that comes with the phone
with another one. The problem is that the phone vendor will send updates to both
the operating system and the firmware. When either the operating system or the
firmware gets updated without the other (such as when someone loads her own
operating system), then problems such as dropped calls, overheating, reduced
battery life, reduced time on a single battery charge, poor or no performance on a
particular port, high resource utilization, etc. can occur.
To determine the software version and baseband version on a phone, the
following generic steps are provided:
iPhone: Settings > General > About > Check iPhone firmware version in
the Version section for the main operating system version and then check
iPhone Baseband version in the Modem Firmware section for the radio
 firmware version.
Android: Settings > About/About device > Software information.
Windows: From Start, swipe left to access the App list > Settings > About
> More info.
See Figure 11.30 for a screenshot from an Android phone.

FIGURE 11.30 Cell phone operating system/radio firmware versions

Mobile Apps
Applications, commonly called apps, for mobile devices come with the device,
can be downloaded free of charge, or can be purchased through the App Store
(Apple iOS devices), Google Play (Android devices), or Store (Windows
devices). As a result of the mobility features, new apps are being developed
constantly, and applications that might not be of much use with a desktop
computer are very handy on mobile devices. Table 11.5 shows common mobile
apps.

TABLE 11.5 Common mobile apps

Common Apps and Features

One commonly used app is GPS. With GPS, satellites send location information
to a receiver on a mobile device. Most mobile devices have GPS capability.
Mobile apps provide directions to get to a store or where another person is
located, and they show how far you have walked.
Some people disable the GPS capability until they want to use it because of
geotracking. Geotracking is the ability to track where you are located or, more
accurately, where your phone is located. Many applications and social media rely
on such data to “publish” your current location or the location of friends you
have selected. These are known as locator apps. Vendors have pay plans that
include the ability to track family members. Companies use geotracking to locate
lost and stolen mobile devices. Figure 11.31 shows the concept of geo-tracking.
 FIGURE 11.31 Geotracking in action
Gaming on smartphones and tablets has been enhanced through the use of
accelerometers and gyroscopes. An accelerometer detects the device orientation
and adapts what is shown on the screen, based on the device orientation. This is
how you can hold a tablet in portrait mode and then move it to a horizontal
position to show a landscape picture better. A gyroscope measures or maintains
orientation.
Because the screen is used to interact with the operating system, screen
calibration may need to be performed. Android users use the Settings app.
Windows users use Settings > Calibrate the screen for pen and touch input >
Calibrate. You can also download an app to perform screen calibration tasks,
such as the following:
Color calibration
Sensitivity
One-hand configuration
Motion/gestures configuration
Table 11.6 explains some mobile operating system features.
TABLE 11.6 Mobile operating system features

FIGURE 11.32 Mobile wallet

 FIGURE 11.33 Application launcher

Obtaining, Installing, and Removing Apps

Mobile device apps are obtained from an outside source such as Google Play,
Apple’s App Store (or through iTunes), Microsoft Store, Amazon’s Appstore
for Android, and a host of other content sources. There are other ways to get an
app: manually install (side load), use a USB cable (commonly requires a file
management app), use your storage media and a media reader, use an app such
as Bump to transfer an application (or photos), or use a quick response (QR)
code between two devices. An example of a QR code is in Figure 11.32 at the
bottom of the cell phone screen. Note that whatever method you use to install an
app, you must ensure that the app is from a trusted source or a trusted app
developer. Be sure to see what permissions are given when an app is installing.
Table 11.7 shows tasks that are commonly done with apps.

*Because Android is open source, the exact steps may vary. Also, Apple IOS and Windows for mobile
devices are constantly being updated/upgraded.
TABLE 11.7 Mobile device tasks*
Two important terms related to Android apps are APK and SDK. An Android
application package or APK is the file format used to distribute and install
Android apps. So if you download an app, it is an APK file. A software
development kit (SDK) is a set of tools (application programming interfaces
[APIs], documentation, programming tools, analytic tools, sample code, etc.)
used to develop an app for a specific mobile OS or platform.

Mobile Device Wired Connectivity

Mobile devices have many of the same ports that computers do, but in smaller
versions. Proprietary vendor-specific ports do exist; these ports are primarily
for power connections or as a communication option(s). Let’s explore these ports
in a little more detail starting with the ports you are most familiar with—USB.

Mobile USB and Lightning Ports

Mobile devices frequently have either a micro-USB or a mini-USB port. There
is even a mini-/micro-AB port that accepts either a mini-/micro-A or a mini-
/micro-B cable end. Figure 11.34 shows the standard Type-A USB port found on
a PC and the mini-B and micro-B ports found on mobile devices. The micro-
USB ports are now a standard interface for smartphones.

FIGURE 11.34 USB Type-A, mini, and micro ports

Apple designed the proprietary 30-pin connector for docking Apple mobile
devices. Later, Apple released the 8-pin replacement Lightning port for its
devices. Now Apple is moving to the USB Type-C port. Figure 11.35 shows a
Lightning port and connector. Figure 11.36 shows Apple’s two connectors on the
left followed by the micro-USB, mini-USB, and traditional USB connectors.
FIGURE 11.35 Apple Lightning port and connector
 FIGURE 11.36 Mobile connectors
On devices that don’t have a wired RJ-45 network connection but do have a
USB port, a USB-to-RJ-45 dongle can be used. Wired network connections are
faster than wireless and commonly found on laptops, but other mobile devices
lack RJ-45 jacks. Refer back to Figure 2.25 for a USB-to-RJ-45 (Ethernet)
dongle.
When an HDMI, miniHDMI, or microHDMI connector is on an Android-
based device, you connect the correct cable between the Android device and a
video output device, such as a monitor or TV. Then, you launch an application
such as your photo gallery. Tap the HDMI Play control icon. Some applications
require no interaction for the HDMI output to work. Note that you might have to
use the Settings > HDMI option to adjust the resolution. Note that some
applications do not support HDMI output from a smartphone.
For Apple iOS devices, you can purchase an Apple Digital AV adapter. This
cable is like a Y cable, and the end of the Y attaches to the Apple device. A
power connector can connect to one of the Y prongs and an HDMI cable can
attach to the other Y prong. TV standards up to 1080p are supported.

Mobile Device Wireless Connectivity

The whole purpose of having a mobile device is being able to move around with
it. However, mobility is only half the picture. The other half involves connecting
to some type of network such as the cellular network, satellite network for GPS,
wireless (Wi-Fi), or Bluetooth. Refer back to Table 2.7 to see different types of
wireless connections.
Note that because Android devices are created using an open source operating
system, configuration options can be different from one device to another. Apple
and Windows have different versions of their mobile OS. By default, when most
mobile devices are configured for wireless networks, the device will connect. If
you walk out of range of that wireless network and another one is configured,
the device will switch over to the second wireless network. If no wireless
networks are within range, the mobile device will swap over to the cellular
network if you are connected to the network.

Bluetooth
Bluetooth is a radio-based wireless technology used to connect two or more
devices together that are commonly within close range of one another. This type
of connectivity is called a wireless personal area network (PAN). Bluetooth
operates in the unlicensed 2.4-GHz range. Bluetooth includes 128-bit security
and supports a data rate up to 24Mb/s. Up to eight devices can be connected in a
master-slave relationship (with only one device being the master). Bluetooth has
three classes of devices:
Class 1: Range up to 328 feet (100 meters)
Class 2: Range up to 33 feet (10 meters)
Class 3: Range up to 3 feet (1 meter)
The Bluetooth standards do not define the maximum range. The range
depends on the type of Bluetooth radio installed. Most mobile devices use a
Class 2 radio, but seldom can have connectivity 33’ away.
Many mobile devices support Bluetooth. Refer back to Figure 11.15 to see a
Bluetooth headset used with a cell phone. Figure 11.37 shows controls in a car to
enable Bluetooth connectivity. The Bluetooth symbol is shown in Figure 11.38.
 FIGURE 11.37 Enabling Bluetooth connectivity

FIGURE 11.38 Bluetooth symbol

The basic concept behind configuring Bluetooth is that each device must have
Bluetooth enabled and “pair” or connect with another Bluetooth-enabled device.
Once enabled, Bluetooth broadcasts a wireless signal that other Bluetooth-
enabled devices can detect. The basic steps for configuration are as follows:
Step 1. Enable Bluetooth.
Step 2. Ensure pairing is enabled.
Step 3. Pair with another Bluetooth-enabled device.
Step 4. Enter security pin code.
Step 5. Test connectivity.
To enable Bluetooth on an Android phone, you can swipe from the top and tap
the Bluetooth icon. On an iPhone, swipe up from the bottom edge of the screen
to display the Control Center. Tap the Bluetooth button to enable/disable. On
Windows Mobile OS > Start > Settings > Connections > Bluetooth > from the
menu or Mode tab, Turn On Bluetooth.
Laptops frequently use a function or key along with a key that has the
Bluetooth symbol ( ) to activate Bluetooth. In Windows, search
control panels for bluetooth > Change Bluetooth settings option > Options
tab > ensure Allow Bluetooth devices to find this computer checkbox is enabled.
Table 11.8 shows basic configuration for the various operating systems once
you have ensured the device is powered and ready for pairing.

TABLE 11.8 Bluetooth installation steps

Laptops commonly have Bluetooth installed. To determine whether Bluetooth
is installed in Windows 7/8/10, open the Network and Sharing Center Control
Panel > Change adapter settings link. If installed, a Bluetooth adapter displays.
Right-click on the adapter to enable or disable the adapter and to pair it with
other devices.
If a device does not have Bluetooth capability or if the Bluetooth circuitry
fails and the device has a USB port, a USB-to-Bluetooth device can be obtained
and used. Plug the dongle into a USB port on your laptop. If in the Windows
environment, the device will register and the control panel should pop up. In
Windows Vista, 7, and 8, look under Hardware and Sound > Add a device link.
In Windows 10, use the Settings > Devices > Bluetooth option. Your Bluetooth
device model number displays > select Next > follow any additional instructions
such as adding a PIN. Always remember to follow manufacturer’s directions.
Figure 11.39 shows a USB Bluetooth device.
 FIGURE 11.39 USB Bluetooth device

IEEE 802.11 Wireless

The 802.11 wireless standard is used to connect the mobile device to a wireless
network that operates in the 2.4-GHz and/or 5-GHz range. A wireless access
point is used to coordinate and connect multiple wireless devices in the
immediate area. Data rates depend on how far away from the access point and
what type of walls and materials are between the mobile device and the access
point. 802.11 wireless networks are commonly referred to as Wi-Fi. Table 11.9
shows the 802.11 standards related to wireless and the frequency range/speed
used with each type.

TABLE 11.9 IEEE 802.11 wireless standards

The reason it is important to know the frequency is so you can determine
whether your mobile device can attach to the wireless network. If an 802.11n
access point is used, it has the capability to be programmed in both the 2.4- and
5-GHz range, but someone could just configure it to operate in one of these
ranges, say 2.4GHz. That would mean your mobile device would have to support
the 802.11b, 802.11g, or 802.11n standard. The access point could also be
configured to support only 802.11n devices (but this is not common except for
maybe within a company). The more devices that connect and transmit/receive
data on the wireless network, the worse the performance is. Some access points
allow a limited number of wired connections in addition to all of the wireless
devices connected to it, as shown in Figure 11.40.

FIGURE 11.40 IEEE 802.11 wireless network

To configure a wireless mobile device for IEEE 802.11 wireless networking,
ensure the Wi-Fi option is enabled. Use the same process as outlined for
accessing Bluetooth, only select Wi-Fi instead. The basic configuration steps for
accessing 802.11 wireless networks are as follows:
Step 1. Enable Wi-Fi through the Device Settings option.
Step 2. Select the Wi-Fi wireless network to join.
Step 3. Optionally, enter the security password.
For wireless networks that do not broadcast the SSID (see Chapter 14 for
more information on that), the network can be manually configured on a mobile
device. To manually add a wireless network on an Android device, use the
Settings > Add network and manually enter the SSID, security type, and
password. Similarly, on an iOS device, use the Wi-Fi Settings option and follow
the same process.
 If the 802.11 Wi-Fi circuitry fails or is unavailable on a mobile device, and the
device has a USB port, a USB-to-Wi-Fi dongle can be obtained and installed.
Figure 11.41 shows one of these.

FIGURE 11.41 USB wireless NIC

Airplane Mode
Airplane Mode allows you to disable all wireless communication (Wi-Fi,
mobile broadband, Bluetooth, GPS or GNSS, and NFC). In this mode, you could
still view a movie or play a game as long as it does not require Internet, cellular,
or wireless connectivity. To turn on Airplane Mode, use the Settings > Airplane
Mode option. Airplane Mode saves on power, secures your mobile device
because no wireless communication can occur, and is used when flying (thus the
name) and in other communication-sensitive situations.
Table 11.10 has the basic network connectivity configuration options for
Android and Apple iOS devices.
 TABLE 11.10 Mobile device network configuration options

Hotspot/Tethering
A Wi-Fi hotspot is a wireless network that has free Internet access. Hotspots can
be found in cities, parks, stores, restaurants, hotels, libraries, government
buildings, and schools. Security is a concern with hotspots because no
encryption or authentication is commonly required.
Another way of gaining access to the Internet is through tethering. Say you are
at a gas station and need to look something up on the Internet on your PC. Your
phone has Internet connectivity, but there is no free Wi-Fi. You could have
Internet access on the PC through the phone by using tethering. Tethering
allows sharing an Internet connection with other mobile devices in the nearby
area. Tethering might also be considered to be a hotspot. Common methods of
using tethering are through Bluetooth, Wi-Fi, or a wired USB connection. Some
phone vendors charge for the tethering option. Configure tethering on an
Android device using the Settings > Wireless & Networks option. Then select
whether you are using USB, Wi-Fi, or Bluetooth to tether. On an iPhone, access
Settings > enable Personal Hotspot > the directions for connecting through Wi-
Fi, Bluetooth, and USB appear. Figure 11.42 shows wired tethering through USB
and the concept of wireless tethering.

FIGURE 11.42 Wireless tethering

Near Field Communication (NFC)

Near field communication (NFC) is a radio-based wireless technology similar to
radio frequency identification (RFID) that allows two devices to exchange
information. There are three modes of NFC operation:
NFC card emulation: Enables a mobile device to act like a smart card and
perform business transactions such as payment-related or ticket
purchasing, displaying, inspection, or invalidation
NFC reader/writer: Allows an NFC device to read information from a tag
NFC peer-to-peer: Allows two NFC-enabled devices to exchange
information
The devices must be within close proximity of one another (4 inches or less).
If your phone has the NFC capability and your printer supports NFC, then you
can stand next to the printer, tap the PRINT option, and send something to the
printer. Figure 11.43 shows a man making a payment for purchases using an
NFC-enabled smartphone.
 FIGURE 11.43 NFC transaction
NFC can also be used to establish other types of connections such as
Bluetooth, Wi-Fi, and data exchange transfers. NFC is being used to allow
keyless entry into cars, connect speakers, and provide wireless charging.

Infrared
Infrared (IR) is a radio-based wireless technology that operates in the 300-GHz
to 430-THz range, but many devices use either 2.4GHz or 27MHz. IR is used for
very short distances and is cheaper than other wireless technologies. IR requires
line of sight; anything from a human to a chair can get in the way and cause lack
of connectivity. For that reason, IR is commonly used for short distances to
connect wireless devices such as motion detectors, intrusion detectors, TV
remotes, hand scanners, a mouse, or a keyboard.

Cellular Data
Two methods for sending data over a cellular network are Short Message Service
(SMS) and Multimedia Message Service (MMS). SMS is used for text messages.
MMS is used for visual data such as photos or video. Many phone providers
charge for these services, so some users like disabling them. On an iOS device,
use the General Settings option > Cellular Data. On an Android device, access
the Wireless and Networks Settings option > Mobile Networks > Data. On a
Windows mobile device, access Settings > System > Messaging > locate the
SMS/MMS settings section for the options.

VPN
A virtual private network (VPN) is used to connect one device to another device
through a public network such as the Internet. Look at Figure 11.44 to see an
example of the concept. A salesperson might have a tablet in order to
demonstrate a product as well as input customer information. To upload the
customer information, the salesperson might need to establish a VPN and a
technician might be required to configure this on a phone or other mobile device.
Specific network information will be required from the network support staff in
order to create this type of connection.
 FIGURE 11.44 Concept of a VPN
The general steps to start the VPN configuration are as follows:
iOS: Settings > General > VPN
Android: Settings > select More from the Wireless & networks section >
VPN > + (plus sign)
Windows mobile: Settings > Network & Wireless > VPN > select Add a
VPN connection > configure the VPN settings including the username and
password
In order to use the VPN, the user will have to connect using his own username
and password.
iOS: Settings > turn VPN to on (as seen in Figure 11.45)
FIGURE 11.45 VPN on an iOS device
 Android: Settings > General > VPN
Windows mobile: Settings > VPN

Mobile Device Email Configuration

Many people want to check their email on a mobile device. Email can be
accessed and delivered using a variety of protocols including the following:
Post Office Protocol version 3 (POP3): Used to retrieve email using TCP
port 110
Internet Message Access Protocol (IMAP): Used to retrieve email using
TCP port 143
Secure Sockets Layer (SSL): Used to encrypt data between an email client
and the email server
Simple Mail Transfer Protocol (SMTP): An older protocol used to send
emails using TCP port 25
Multipurpose Internet Mail Extensions (MIME) and Secure MIME
(S/MIME): Used along with SMTP so that pictures and attachments are
supported
Exchange: Microsoft’s application that uses the messaging application
programming interface (MAPI) to connect to Microsoft Exchange servers
for email, calendar, and contact information
The email server used determines which email client may be used on the
mobile device. Several key pieces of information are commonly needed to
configure that client and those are identified in Table 11.11. See Chapter 14 to
learn more about how protocols work and the purpose of them.

TABLE 11.11 Email configuration parameters

Most mobile devices include email configuration as part of the mobile OS.
Examples include the following:
Google/Inbox
Yahoo
Outlook.com
iCloud
When you first configure an Android device, you are prompted to either enter
your Google account information or create one. The email app that comes with
the phone simply opens Gmail. You can add an account by selecting the Email
Settings option. Use the Personal (IMAP/POP) option for configuring Yahoo,
Outlook, AOL Mail, and other IMAP/POP type email accounts. Use the
Exchange option for configuring Microsoft Exchange. Similarly on Apple iOS
devices, use the Mail, Contacts, Calendars Settings option in order to select Add
Account > select the particular type of account desired (Exchange, Google,
Yahoo, and so on). Figure 11.46 shows this on an iOS device.

FIGURE 11.46 Email configuration on iOS device

Mobile Device Synchronization and Backup

Synchronization means making the same data available on multiple devices
and/or multiple locations. This is sometimes known as a remote backup, cloud
backup, or cloud storage. The types of data synchronized include personal
contacts, programs or applications, email, pictures, music, videos, calendar
appointments, browser bookmarks, documents, folders, location data, social
media data, and e-books. Synchronization makes life easier so that you do not
have to log in to a work computer or bring up a web browser in order to see what
is scheduled tomorrow. You can also synchronize your fitness results and
maintain them on both your cell phone and mobile fitness device, as shown in
Figure 11.47.

FIGURE 11.47 Fitness app synchronization

Synchronization Methods
Synchronization can be done through a particular operating system, browser,
email provider, applications, and/or third-party vendors. People commonly use
one or both of the following synchronization methods for mobile devices. Note
that whichever type is used, it is important that the software requirements needed
to install the app and actually synchronize the data are met on each of the
devices that have data to be synchronized. The two methods are as follows:
Synchronize to the cloud: Store data in a remote location where it can be
viewed, retrieved, saved, shared, and/or forwarded based on the cloud
vendor used and user preferences. See Figure 11.48.

FIGURE 11.48 Synchronization to the cloud

Synchronize to the desktop: A mobile device can be synchronized with
one or more desktop computers using an app, software, the operating
system, or a combination of these.

Synchronization Connection Types

In order for devices to synchronize data, they have to establish connectivity
between devices. Synchronization commonly occurs using one of three types of
connections:
Wired USB connection: The two devices attach to one another using a
USB port on each device. An example is an iOS device connected via USB
to a computer and using iTunes to synchronize music.
Wireless connection: The devices attach to one another using any wireless
method including a 802.11 Wi-Fi connection and cellular network.
Wired network connection: Devices attach to a wired network and access
the Internet and a cloud-based solution through a web browser.
Figure 11.49 shows synchronization between a mobile phone and a desktop
computer.

FIGURE 11.49 Synchronization between mobile phone and PC

Synchronization on Android Devices

Google software is commonly used to synchronize data between an Android
device and other devices. Google Drive can be used to store and share
documents for free. The Google Chrome browser allows synchronization of
bookmarks. Google Photos allows storage and sharing of photos. When you use
Google software to synchronize, an Android user can have one authentication in
order to access multiple services. This is known as mutual authentication for
multiple services or single sign on (SSO) and is available through the other
mobile operating systems as well. When you use a third-party product to
synchronize data, you may be required to install an app on one or more mobile
devices and PCs.
The Android device is configured with a Google ID and password using the
Settings > Accounts option and then the three vertical dots in the top-right corner
can be tapped to select what to synchronize. Figure 11.50 shows the
synchronization settings for email (which is turned on).

FIGURE 11.50 Android email synchronization

Synchronization on iOS Devices

iOS devices can also use Google Gmail and other apps to synchronize Google
contacts and calendar. An individual app may also support synchronization with
Google. You can view and add apps by using the Settings > Personal (which is
not used on some Android devices) > Accounts and sync or whatever method
used by the particular application.
Still iOS users tend to use Apple solutions for synchronization. These include
iCloud and iTunes. iCloud is used to store, share, and manage data from any
device including contacts, calendar, ringtones, photos/videos, and data. Apple
has iCloud Photo Library for photos and video and iCloud Drive for document
storage. Apple provides free storage (5GB at press time) with the option to pay
for more. A Windows device requires a download and installation of iCloud for
Windows in order to access data stored there. Figure 11.51 shows the
configuration for iCloud on an iOS device and Figure 11.52 shows iCloud Drive
configuration.

FIGURE 11.51 iCloud configuration screen

FIGURE 11.52 iCloud Drive configuration screen

iTunes can also be used to synchronize Apple devices and to play and manage
music, video, books, and lectures. iTunes used to require a USB connection
between a mobile device and a PC or Mac but now supports Wi-Fi connectivity.
Through iTunes, you can back up personal data (settings, messages, voicemails,
and so on) and the Apple device operating system.
iTunes has a 64-bit version for 64-bit Windows operating systems. There is no
such application for Android devices. However, you can connect the Apple
mobile device to the Android and use the Android File Transfer app to transfer
files such as the music files (found on the Apple device in the following folder:
Music > iTunes > iTunes Media).
To use iTunes, open it from the Apple device or connect the Apple device to a
computer or PC. Select the device by choosing the correct device icon in the
upper-left corner of the iTunes window. In the left panel Settings area are various
sections based on what types of items are in your iTunes library (such as Music,
Movies, TV Shows, Info, Podcasts, iTunes U, Books, AudioBooks, Tones, and
Photos). Each section can be accessed to sync that particular type of content. The
Info section is used to sync contacts and calendars. iTunes cannot sync browser
email accounts, bookmarks, and other such information.

Back Up and Restore Overview

Synchronization of apps is one way of backing up information, but that doesn’t
really provide an operating system backup. The mobile device should have the
system backed up in case an operating system update fails, a virus infection, or if
malware cannot be removed. Apps are available that allow you to remotely back
up a mobile device. Backup and restore techniques are just as important in the
mobile environment as they are in the desktop arena.

Android-Based Backup and Restore

Android devices have different options based on what type of data you want to
back up and/or restore. Table 11.12 lists the major ones.
 TABLE 11.12 Android Backup Options
Note that the Android Backup Service backs up the following data and
settings: Google Calendar, Wi-Fi networks and passwords, home screen
wallpaper, Gmail settings, apps installed through Google Play and backed up
using the Play Store app, display settings, language settings, input settings, date
and time, some third-party app settings and data.
Notice in Figure 11.53 how this screen is also where you can perform a
factory reset. A factory reset is used when a device cannot be repaired using any
other method. As the name of the option implies, this option resets the mobile
device to the original settings. Android phones keep the OS separate from the
apps and data. The OS is read-only. The factory reset resets only the apps and
data. That is why you need to back them up. Generic steps to back up an
Android-based mobile device are as follows:
Step 1. Boot the device into Recovery Mode. Recovery Mode is typically
accessed by holding down two or more specific buttons (such as the
power, volume, and/or home) while the device boots. See the mobile
device manufacturer’s website for specific instructions.
Step 2. From the boot menu, select Backup & Restore > Backup.
Step 3. Once backed up, restart the device and boot normally.
The generic steps for the restore process are the following:
Step 1. Boot the device into Recovery Mode.
Step 2. From the boot menu, select Backup & Restore > Restore.
Step 3. Once complete, reboot the device to ensure it boots normally.
 FIGURE 11.53 Android backup and reset screen
Note that there are other apps that can be used to back up the operating system
and the installed apps.

iOS-Based Backup and Restore Overview

With iOS you can back up your operating system using iCloud or iTunes. If you
use iCloud, the backup is stored in the cloud (up to 5GB free at the time of
press), encrypted, and can be accomplished using wireless. With iTunes, the
backup is stored on a Mac or PC, storage limit is based on storage available on
that Mac or PC, and encryption is optional.

iCloud Backup and Restore Overview

iCloud backups do not include data that is already in the cloud, data from other
cloud services, Apple Pay information, Touch ID, or content that you got from
other vendors (even if available in iTunes or iBooks). In order to make a backup
using iCloud, ensure the device connects to a Wi-Fi network > Settings > iCloud
Backup/Storage & Backup > enable (turn on) iCloud Backup > Back Up Now.
You can verify the backup is stored using the following steps: Settings >
iCloud > Storage > Manage Storage > select the device. The details show the
date, time, and backup file size. Backups are automatically made on a daily basis
if the device meets the following criteria:
Connects to a power source
Connects to a Wi-Fi network
Locked screen
Available iCloud storage space
To reset and restore an iOS device using iCloud, do the following generic
steps:
Step 1. Boot the device and look for a hello screen. Note that if the device is
still functional, you cannot restore from an iCloud backup if the
device is configured. Use the Settings > Erase All Content and
Settings option to wipe the device.
Step 2. Follow the directions on how to set up the device, including the
requirement of joining a Wi-Fi network.
Step 3. Select Restore from an iCloud Backup and sign in to iCloud.
Step 4. Select a backup. Do not disconnect from the Wi-Fi network. Note
that this may take a period of time.

iTunes Backup and Restore Overview

Use the following process to make a backup of an iOS device using iTunes. A
lab at the end of the chapter demonstrates the process of backing up to a Mac or
PC.
Step 1. Open the iTunes application on the Mac or PC.
Step 2. Connect the iOS device to the Mac or PC using a USB cable. The
device icon should display in the top-left corner as shown in Figure
11.54.
 FIGURE 11.54 iTunes backup options
Step 3. Make a backup of content downloaded from the iTunes Store or
Apple App Store by using the File menu option > Devices > Transfer
Purchases. Note that once the file transfer is complete, you might
need to use the .
Step 4. Select whether the backup is to be kept in the cloud (using the
iCloud radio button) or on the PC or Mac (This computer radio
button). See Figure 11.54.
Step 5. On a Mac, select Back Up Now (as shown in Figure 11.54). On a
Windows PC, use the File menu option > Devices > Back up.
Step 6. Once finished, use the iTunes Summary option to see the date and
time of the backup. In Windows, use Preferences > Devices. If the file
is encrypted, there is a lock icon beside the device name.
A reinstallation of the operating system is known as a clean install. To restore
a device using iTunes, connect the device to the Mac or PC that has the backup.
Cable the device to the Mac or PC. Open iTunes. Use the File menu option >
Devices > Restore from Backup option. Select the latest backup and click
Restore. Note that the file transfer can take some time.

OneDrive
Microsoft has a product called OneDrive that can be used for synchronization
and/or backup and restore operations. At the time this book went to press, new
users may use up to 5GB of free storage and share files and folders with others.
Office 365 subscribers are entitled to 1TB of storage. Users may place deleted
files in a recycle bin and recover them up to three months later without that
storage capacity counting. People who use Microsoft Outlook through an
Exchange server from any mobile operating system can save files and photos to
OneDrive and then access through a web browser or mobile device app. Some
mobile Outlook users save their email attachments to OneDrive. Microsoft
reserves the rights to monitor any content saved in OneDrive and can remove
any files that do not adhere to their strict policy. Figure 11.55 shows a screenshot
of OneDrive.

FIGURE 11.55 Microsoft OneDrive

Other Mobile Software Tools

Mobile devices have other tools and sometimes require other tools in order to
troubleshoot and manage them. You might also have to download apps to
perform specific tasks or to help with troubleshooting. You might consider
installing some of these apps as a standard in a business environment.

Mobile Device Management

Mobile device management (MDM) is the ability to view and manage multiple
mobile devices (see Figure 11.56). In the corporate environment, mobile devices
are a challenge to IT staff. Some companies purchase software in order to push
updates, track, and remotely wipe data and configurations. The Apple
Configurator free app is an example of an MDM product. It allows business
support staff to configure settings on iOS-based devices before issuing them to
users. Using configuration profiles, IT personnel can install specific iOS
versions and ensure security policies are applied. Apple Configurator can also be
used to wipe the device and provide basic management of deployed devices.
Similar products can be purchased that allow more corporate management
capabilities.

FIGURE 11.56 Mobile device management

Mobile Antimalware
Mobile devices can have malware installed just as desktop computers can. See
Chapter 18 for more details on security issues such as malware. Some of these
products, such as Malwarebytes for antimalware or AVG Antivirus security for
multiple security threats, are available for mobile devices. Free versions
typically have antivirus and/or antimalware. Paid versions add features such as
app backup, app locks, SIM locking, antitheft, antiphishing, tracking, and secure
web browsing.

App Scanner
One way of helping with malware and with apps that reveal your personal
information is to install an app scanner. An app scanner is an online tool in
which you can type the name of an app to see whether any of your data is at risk
and generate a risk score to give you an idea of how risky the app is. One
example is a web-based tool called Zscaler Application Profiler (ZAP). Other
app scanners are part of a security app such as Sophos Mobile Security. There
are also app scanners that manage particular apps and ensure compliance, cloud-
based management for specific mobile devices, and enterprise-based mobile
device management.

Wi-Fi Analyzer
A Wi-Fi analyzer app (sometimes known as a wireless locator) is used to
identify what wireless networks are in the area, what frequencies (channels) are
being used, and to find a less crowded channel for any wireless installations,
hotspot, or tethering that may be needed in a particular area. Some give you
additional feedback such as a quality rating based on the channel you might
select. One optional feature is a signal meter to see the wireless range of a
particular wireless network. A Wi-Fi analyzer is particularly useful to a
technician to identify potential sources of other wireless interference. See
Chapter 14 for more detail on wireless networks and wireless configuration.
Figure 11.57 shows a Wi-Fi analyzer (called WiFi Analyzer) designed for
Windows 10 devices and available in the Microsoft Store.
 FIGURE 11.57 WiFi Analyzer app screen

Cell Tower Analyzer

A cell tower analyzer app (also known as a cell signal analyzer) details
information about the cell phone network and possibly wireless networks. The
information can include signal strength, data state, data activity, mobile network
code (MNC), mobile country code (MCC), IP address, roaming state, phone
type, etc. Other apps can show all the cell towers in the area in order to get an
idea of cell phone coverage in the areas most used. Figure 11.58 shows a
screenshot from a cell tower analyzer app (Network Signal Info).
 FIGURE 11.58 Network Signal Info cell tower analyzer app

Laptops Overview
Mobile devices are fun to explore, but let’s move on to laptops now. Laptops
were the first mobile device that technicians had to support. They are an integral
part of the IT scene, and IT jobs. Anyone in an IT position is expected to know
some technical laptop basics. Technical support staff are expected to know more.
Always remember that every laptop is different. Always consult the particular
computer manufacturer’s website for instructions on replacing anything on your
laptop.

Laptop Hardware
A laptop has similar parts and ports as a desktop computer, but some of these
components are smaller, naturally. Figure 11.59 shows common laptop parts.
Notice in Figure 11.59 how many of the components are built into the laptop
motherboard.
 FIGURE 11.59 Laptop parts
Whenever taking anything out of a laptop, one of the major issues is tiny
screws. Use a magnetic screwdriver to remove the screws or place the screws on
a magnetized tray. Many manufacturers label the type of screws or location for
ease of explaining disassembly (see Figure 11.60). Always keep like screws
together (in containers or an egg carton) and take notes and photos. All the parts
are manufacturer-dependent, but the following explanation and graphics/photos
should help.

FIGURE 11.60 Laptop screws and covers

Some laptop and mobile device compartments require levering the
compartment cover away from the case or removing plastic parts such as the
cover or frame that fits over a mobile computer keyboard. A plastic scribe is the
best tool to use for this levering. Figure 11.61 shows a plastic scribe being used
to lift the plastic part that is between the keyboard and the laptop screen. Go
back to Figure 5.6 to see another photo of a scribe.
 FIGURE 11.61 Plastic scribe

External Laptop Devices

Laptops might also have external devices attached. The USB port is the most
common port used for external connectivity. For laptops that do not have a USB
port, you can use an eSATA port for an external device or add an Express-to-
USB card if the laptop has an ExpressCard slot. Note that these USB ports on an
ExpressCard (covered in the next section) might not be able to provide the
power that a normal integrated USB port could provide. Types of external
connectivity include the following:
External monitor: External monitors attach to a video port. Common video
ports on laptops include VGA, HDMI, Thunderbolt, and DisplayPort.
HDMI can carry audio and video signals. Thunderbolt can carry not only
video, but data and power as well. That is why Thunderbolt can be used for
other connections besides video ones. Thunderbolt is also used to connect
to docking stations (covered next). Some devices have miniature versions
of these ports. Figure 11.62 shows the difference between a DisplayPort
and a mini DisplayPort.
External hard drive: Commonly connects to a USB, IEEE 1394 (FireWire),
Thunderbolt, or eSATA port.
 External optical drive (see Figure 11.63): Commonly connects to USB
port; useful for tablets and phablets, too.

FIGURE 11.62 DisplayPort and mini DisplayPort

FIGURE 11.63 USB optical drive

Some people like having more expandability when in the office than when
traveling with the laptop. For these folks, two devices can help—the docking
station or port replicator. A laptop docking station allows a laptop computer to
be more like a desktop system. A docking station can have connections for a
full-size monitor, printer, keyboard, mouse, and printer. In addition, a docking
station can have expansion slots or cards and storage bays.
Docking stations tend to be vendor proprietary, which means that if you have
a particular brand of laptop, you must use the same brand docking station.
Typically, to install a laptop into a docking station, close the laptop and slide the
laptop into the docking station. Optionally (depending on the model), secure the
laptop with locking tabs. Figure 11.64 shows a laptop docking station and the
ports that can be found on a docking station.

FIGURE 11.64 Laptop docking station

The port replicator is similar to a docking station but does not normally
include expansion slots or drive storage bays. A port replicator attaches to a
laptop and allows more devices to be connected, such as an external monitor,
keyboard, mouse, joystick, and printer, or port replicator. Port replicators can be
proprietary or support multiple laptop vendors.

Other Laptop Expansion Options

Laptops can also be expanded by adding expansion cards. The miniPCI 32-bit
33-MHz standard was developed to allow PCI upgrades and interface cards to be
added to laptops, docking stations, and printers. MiniPCI cards allow USB,
IEEE 1394, wireless network, network, sound, modem, and other types of device
or memory connectivity. MiniPCI cards have three form factors—Type I, II, and
III. Type I and II cards use 100-pin connectors, whereas Type IIIs use a larger
124-pin card.
The miniPCIe is the more popular 52-pin little card that fits in the bottom of a
laptop or on the motherboard/system board, not a tablet. Three common uses are
to install a modem, wireless, or cellular card. A modem card is used to allow the
PC to connect to a remote modem using an analog phone line. A wireless card is
used to connect the laptop to an IEEE 802.11 or Bluetooth wireless network. A
cellular card is used to connect the laptop to the cell phone network. Note that
some adapters have the ability of both wireless and cellular built into the same
card. Also, these adapters could be attached via a USB port instead of miniPCIe
adapter.
To install a miniPCI/PCIe adapter, you may have to disassemble the laptop or
remove a screw from the bottom, as shown in Figure 11.65. Or, you may have to
lift a lid to access the slot. An expansion slot is shown in Figure 11.66.

FIGURE 11.65 Laptop underside

 FIGURE 11.66 Laptop adapter
An alternative to a miniPCI/PCIe internal adapter is an ExpressCard.
ExpressCard modules give users the ability to add a wide variety of plug-and-
play devices to their computers, including memory, wired and wireless
communications, multimedia, security, and networking. The ExpressCard
standard supports PCIe, eSATA, IEEE 1394 (FireWire), or USB connectivity
through the ExpressCard slot.
Most ExpressCards support hot swapping. Hot swapping allows a card to be
inserted into a slot when the laptop is powered on. There are two types of
ExpressCards: ExpressCard/34 and ExpressCard/54. The 34 means it is 34mm
wide, and the 54 means it is 54mm wide (in an L-type card). Figure 11.67 shows
the two ExpressCard form factors.

FIGURE 11.67 ExpressCard types

Tech Tip: Universal slot is better

A laptop with a universal slot can accept either an ExpressCard/34 or an
ExpressCard/54; however, an ExpressCard/34 slot accepts only
ExpressCard/34 modules.

Tech Tip: ExpressCards are a thing of the past

The ExpressCard slot is not available on most laptops today. It has been
replaced by the USB port.

A type of expansion slot found in both laptops and desktop computers is M.2.
The M.2 expansion slot is quite flexible in that the specification allows different
module sizes, including widths of 12, 16, 22, and 30mm, and lengths in sizes of
16, 26, 30, 38, 42, 60, 80, and 110mm. Usually a longer slot will allow the short
cards to be installed.
 M.2 expansion cards in laptops and desktop computers are used for Wi-Fi,
Bluetooth, and cellular network cards as well as SSDs. The support of various
card lengths and advanced technology makes M.2 an attractive expansion
capability option for solid-state drives and cards in all computer systems and
mobile devices. Figure 11.68 shows an M.2 Wi-Fi expansion card and an SSD.

FIGURE 11.68 M.2 wireless card and SSD

Laptop Power
Laptops normally use a battery as their power source, but they can also be
powered through an AC wall outlet connection. The AC connection recharges
the laptop battery. Figure 11.69 shows the woman in the white shirt working on a
laptop that is being charged. A power adapter (sometimes called a wall adapter)
converts the AC power from the wall outlet to DC and connects to the rear of the
laptop (near to where the battery is located). When a laptop has an AC adapter
attached, the battery is being recharged on most models. The port sometimes has
a DC voltage symbol below or beside it. This symbol is a solid line with a
dashed line below it ( ). Figure 11.70 shows an example of a power
adapter that would be connected between the laptop and the AC outlet and the
power connection on a laptop.

FIGURE 11.69 Laptop powered by AC power

FIGURE 11.70 Laptop power adapter and power connector

When purchasing a new power supply for a laptop or a battery for a mobile
device, ensure that it has the same specifications as the one from the
manufacturer. Less expensive models might not provide the same quality as
approved models. Ensure that the replacement has a power jack that does not
wiggle when it is inserted into the device. Ensure that a laptop power brick has
the appropriate DC voltage required by the laptop. Current (amperage) should be
equal to or more than the original power brick.

Tech Tip: Do not power on after a temperature change

Computers are designed to work within a range of temperatures, but
sudden change is not good for them. If a mobile device is in a car all night
and the temperature drops, allow the device to return to room temperature
before powering it on. Avoid direct sunlight. It is usually 40°F hotter
inside the computer case than outside.

Laptop Battery Removal

Laptop batteries fail and have to be replaced. Ensure you disconnect the AC
adapter, and power the laptop off before removing the battery. You may have to
turn the laptop over to access the battery compartment. Laptop batteries are
normally modules that have one or two release latches that are used to remove
the module (see Figure 11.71).

FIGURE 11.71 Release latch for laptop battery removal

Battery technologies have improved in the past few years, probably driven by
the development of more devices that need battery power, such as tablets, digital
cameras, and portable optical drive players. Laptops use lithium-ion (Li-ion)
batteries, which are very light and can hold a charge longer than any other type.
They are also more expensive. Mobile phones, tablets, portable media players,
and digital cameras also use Li-ion batteries. These batteries lose their charge
over time, even if they are not being used. Use your laptop with battery-provided
power. Ensure that a laptop with a Li-ion battery is not plugged into an AC outlet
all the time.

Tech Tip: Keep Li-ion batteries cool

Li-ion batteries last longer if they are kept cool (not frozen). When you
store a Li-ion battery, the battery should be only 40 percent charged and
placed in a refrigerator to prolong its life.

Li-ion polymer batteries are similar to Li-ion batteries except that they are
packed in pouched cells. This design allows for smaller batteries and a more
efficient use of space, which is important in the portable computer and mobile
device industries. For environmentalists, the zinc-air battery is the one to watch.
AER Energy Resources, Inc., has several patents on a battery that uses oxygen to
generate electricity. Air is allowed to flow during battery discharge and is
blocked when the battery is not in use. This battery holds a charge for extended
periods of time. Another upcoming technology is fuel cells. Fuel cells used for a
laptop can provide power for 5 to 10 hours.

Getting the Most from Your Laptop Battery

Mobile devices rely on their batteries to provide mobility. The following tips can
help you get more time out of your batteries:
Most people do not need a spare Li-ion battery. If you are not using a Li-
ion battery constantly, it is best not to buy a spare. The longer the spare sits
unused, the shorter the life span it will have.
Buy the battery recommended by the laptop manufacturer.
For a mobile device or smartphone, use an AC outlet rather than a USB
port for faster charging.
If using a USB port for charging a mobile device or smartphone, unplug all
unused USB devices. Note that not all USB ports can provide a charge if
the host device is in sleep mode.
Avoid using an optical player when running on battery power.
Turn off the wireless adapter if a wireless network is not being used.
In the power options, configure the mobile device for hibernate rather than
standby.
Save work only when necessary and turn off the autosave feature.
 Reduce the screen brightness.
Avoid using external USB devices such as flash drives or external hard
drives.
Install more RAM to reduce swapping of information from the hard drive
to RAM to CPU or to just be more efficient.
In mobile devices, keep battery contacts clean with a dab of rubbing
alcohol on a lint-free swab once a month.
Avoid running multiple programs.
If possible, disable automatic updates.
Avoid temperature extremes.
Turn off location services.
Windows Power Options Control Panel settings for a laptop include the
following links: Require a password on wakeup, Choose what the power button
does (as shown in Figure 11.72), Choose what closing the lid does, Create a
power plan, Choose when to turn off the display, and Change when the computer
sleeps. Laptop power settings affect battery life. Users and technicians should
adjust these settings to best fit how the laptop or mobile device is used.

FIGURE 11.72 Laptop Power Options Control Panel

Another way to control the power options setting on a Windows laptop is
through the battery meter in the bottom-right corner of the screen on the taskbar.
When you hover a pointer over the battery meter, the percentage of battery
power remaining is shown. Clicking on the meter allows changing the power
option or adjusting the screen brightness. Figure 11.73 shows the screen that
displays when the battery meter icon is clicked.

FIGURE 11.73 Laptop battery meter

Laptop Repairs Overview

Laptops are a little more difficult to get parts in order to replace or upgrade
them. This is because the parts are smaller and a bit different due to
manufacturers keeping the laptops light, portable, and maintaining speeds equal
to desktop computers. Laptop repairs require more attention to detail than a
desktop model because there are so many screws, much smaller screws, and so
little space in which to work. Be patient. The following is a good list of items to
remember when disassembling and reconnecting everything in a laptop.
Use proper anti-static procedures. There are not always good places to
attach an anti-static wrist strap. Consider using anti-static gloves (see
Figure 11.74). Maintain skin contact when touching parts if no other anti-
static tools are used. This is known as self-grounding.
 FIGURE 11.74 Anti-static gloves
Organize your parts. Use an egg carton and label individual sections with
screws of like length and type and where the screws came from.
Otherwise, use tape sticky side up to place like screws on and make notes
to go with them.
Take photos.
Take notes.
Use appropriate tools. Scribes are very handy when removing plastic
pieces. Very thin needle-nose pliers are great with laptop connectors. A #1
Phillips screwdriver is a must.
Always refer to the manufacturer’s directions when removing and
installing parts. Having a tablet or phone where you can pull this document
up while you work is fine. Use your resources. No person can know all
models of all machines they work on.

Laptop System Board/Processor Replacement

Laptop motherboards (system boards) are similar to desktop motherboards. A
mobile device motherboard holds the majority of the electronics, contains a
processor, has memory, and supports having ports attached. However, the
processor on a mobile device is normally not as powerful as a desktop model,
might have less memory that may not be upgradeable, and has fewer ports. Still
some powerful laptops have more power, upgradability, and ports than some
low-end desktop models.
In order to get to the system board, at a minimum, screws from the underside
of the laptop have to be removed. Sometimes, a hard drive, a drive that inserts on
the side, the keyboard, and memory must be removed before you can remove the
motherboard. Figure 11.75 shows a laptop system board.
 FIGURE 11.75 Laptop system board
Before replacing a motherboard, it is important to do all the following:
Disconnect AC power connector.
Remove the battery.
Disconnect external devices such as mouse, keyboard, and monitor.
Remove adapters.
Remove memory from expansion slots.
Disconnect cables taking care to use any release tabs and not pull on the
cables, but on the connector. Needle-nose pliers may be needed.
Remove the optical drive and hard drive.
Remove the processor and cooling assembly. Note that this may be done
after removing the motherboard. Store the processor in anti-static bag. It
will have to be reinstalled and possibly some new thermal paste applied
when the new system board is installed.
Remember that replacement system boards do not come with RAM, a
processor, or adapters.
Make a note or take a photo of the CPU orientation before removing it
from the bad/older system board.
Laptop processors are not normally upgraded, but they do sometimes have to
be replaced. Always refer to the laptop documentation for motherboard removal
procedures. Always power the laptop off. Always remove the laptop battery. Use
proper grounding procedures. Many laptop processors have a heat sink and/or
fan assembly attached (look back to Figure 11.75). Furthermore, some processor
sockets must be loosened or a screw loosened/removed before you lift the
processor from the socket, as shown in Figure 11.76. Figure 11.77 shows a
processor being removed.
FIGURE 11.76 Laptop processor removal steps
 FIGURE 11.77 Laptop processor removed

Laptop Keyboards/Touchpad
Laptops usually have integrated keyboards and a variety of mouse replacement
devices, such as a touch stick, touchpad, and/or one or two buttons used for
clicking and right-clicking. You should always remove the battery and AC power
cord before removing a laptop keyboard or any other internal laptop part. To
remove a laptop keyboard, you commonly remove screws from the top or
bottom of the laptop and slide or lift the keyboard out of the case. Always refer
to the manufacturer’s documentation before removing or replacing a laptop
keyboard. Figure 11.78 shows the laptop keyboard removal process. Figure
11.79 shows a laptop keyboard that has been removed.
 FIGURE 11.78 Laptop keyboard removal process

Tech Tip: These concepts relate to Apple computers, too

Even though this book focuses on PCs, concepts related to CPU,
motherboards, expansion slots, cache, and chipsets also apply to Apple
computers. Apple computers and PCs have similar CPU and memory
requirements.

Replacing the touchpad or mouse-like devices on laptops requires a little more

work and disassembly than a keyboard. Sometimes an internal drive, memory,
keyboard, wireless network card, and/or the system board must be removed
before you can access the screws, connector, and/or cable that hold the touchpad
in place. Sometimes the keyboard must be turned upside down to get to the
touch stick. Look back to Figure 11.79 and you can see the blue touch stick
attached to the keyboard.
 FIGURE 11.79 Removed laptop keyboard
Touchpads are also sensitive and may need to be adjusted through the
Windows environment during regular use or after a replacement. The touchpad
settings in Windows Vista, 7, 8, and 10 are accessed through the Hardware and
Sound Control Panel > Mouse, as shown in Figure 11.80. Notice how this vendor
has its own tab. Some vendors have their own touchpad Control Panel.

FIGURE 11.80 Touchpad Control Panel

Tech Tip: What to do if the laptop keyboard or touchpad goes bad

 You can replace mobile keyboards/pointing devices or use external wired
or wireless ones.

Laptops have special function keys. These keys are in the uppermost part of
your keyboard. They are labeled , , etc. through or . They
allow you to quickly control screen brightness, hibernation, turn Wi-Fi on/off,
mute the sound, etc. For example, on some laptops when you depress the
key (lower left-hand side of keyboard) while simultaneously depressing the
key, your screen brightness will increase. Refer to your particular device’s user
manual or look at the symbols on the keyboard for a clue as to what they can do
when combined with the key. Table 11.13 is a sample of one vendor’s
function keys. Figure 11.81 shows a close-up of some of the laptop function
keys. See if you can guess what features they perform.

TABLE 11.13 Sample laptop function keys

 FIGURE 11.81 Laptop special function keys
Other function keys include the following abilities:
Enable/disable cellular.
Enable/disable touchpad.
Screen orientation.
Enable/disable GPS.
Enable/disable Bluetooth.
Enable/disable Airplane Mode.
Enable/disable keyboard backlight.
Video controls (dual displays, external display, laptop display and external
display, blank the display). See Figure 11.82 for a couple of examples of
video controls that require the use of a function key.

FIGURE 11.82 Laptop video output special function keys

Laptop Memory
The memory chips used with laptops are different from the ones used in desktop
or tower computers. Laptops use a special form factor called a small-outline
DIMM (SO-DIMM). Other types exist (microDIMMs and small-outline RIMMs
[SO-RIMMs]), but SO-DIMMs are the most popular, and they come in a 72-pin
version for 32-bit transfers and 144-, 200-, 204-, or 260-pin versions for 64-bit
transfers. Figure 11.83 shows the difference between DDR, DDR2, and DDR3
SO-DIMMs. A single notch DDR4 SO-DIMM is also available and that module
is wider than the others by 2mm. Even though a DDR SO-DIMM appears to
have an identical notch as the DDR2 SO-DIMM, they are different by just a
fraction and cannot fit in each other’s slots. Figure 11.84 shows a photo of a SO-
DIMM.
 FIGURE 11.83 SO-DIMM form factors

FIGURE 11.84 SO-DIMM photo

Some laptops cannot be upgraded. Many laptops have only one memory slot,
so when you upgrade, you must replace the module that is installed. Laptops can
also be upgraded with ExpressCards, but this type of upgrade is not as fast as the
memory installed on the motherboard. Some smartphones, tablets, and laptops
can be upgraded with flash memory cards. Refer back to Figures 11.8, 11.9, and
11.10 to see some examples of flash media.

Planning the Laptop Memory Upgrade

In addition to determining what type of memory chips are going to be used, you
must determine what features the memory chip might have. The computer
system or motherboard documentation is going to delineate what features are
supported. Refer back to Table 6.3 to refresh yourself on memory technologies.
Laptop memory advertisements are similar to desktop memory advertisements,
as shown in Table 11.14.

TABLE 11.14 Sample SO-DIMM advertisements

Notice in Table 11.14 that the 2-GB memory module runs at 1.35V and the
others run at 1.5V. Some motherboards support dual-voltage memory, which
means the motherboard supports the memory module that runs at the lower 1.35-
V level. 1.35-V memory modules use less power and generate less heat. Note
that all memory modules must be 1.35-V modules to operate at 1.35 volts.
Take an example of a user who wanted to upgrade memory for a laptop. First,
you would open a web browser and search for the specific model and look for
the memory specifications (how many slots and what type of memory the laptop
allows). The laptop came with 4GB of RAM, but it has the capacity to hold
8GB. Because the laptop has two memory slots, it currently has two 2-GB SO-
DIMMs installed. In order to upgrade, the user will have to purchase two
memory modules of 4GB each and replace the modules currently in the laptop.

Laptop Memory Removal/Installation

Many laptops have only one memory slot, so when you upgrade, you must
remove the module that is installed. Always refer to the manufacturer’s
documentation when doing this. Before installing or removing laptop memory,
always turn off the laptop, disconnect the AC power cord (if installed), and
remove the battery.
When installing memory into a mobile device, refer to the documentation to
see whether a retaining screw on the bottom of the unit must be removed or if
the keyboard must be removed in order to access the memory slots. Be sure the
laptop memory notch fits into the key in the memory slot. Laptop memory is
normally installed at a 45-degree angle into the slot. Press down on the module
until it locks into the side clips. The trick to installing memory is to push firmly
into the slot and then into the side clamps. Figure 11.85 shows how to access the
memory module in a laptop and the installation process. Notice that the laptop
battery has been removed.
 FIGURE 11.85 Accessing and installing a laptop memory module

Laptop Storage
Laptop hard drives come in two major form factors—1.8-inch and 2.5-inch. The
2.5-inch form factor is designed for laptops. A 1.8-inch form factor is found in
laptops, ultrabooks, and ultraportable devices such as MP3 players. It is also
used for SSDs. Figure 11.86 shows a 2.5-inch hard drive installed in a laptop.

FIGURE 11.86 Installed 2.5-in laptop hard drive

Tech Tip: What to do if you want more storage space for a laptop
Laptops do not normally allow a second hard drive. However, you can add
an additional hard drive to the USB, eSATA, combo eSATAp, or IEEE
1394 (FireWire) port.

Hard drives in laptops tend to be one of three types, as described in Table

11.15.
 TABLE 11.15 Laptop hard drive types

Internal Drives
Laptops traditionally had a PATA or SATA hard drive installed, but today they
have an SSD instead of or in addition to these hard drive types. Other mobile
devices such as ultrabooks and tablets use SSDs as well. A mini PCIe adapter
can be used to connect the drive to the system, an M.2 connector, or the drive
can be directly attached to the motherboard. Additional storage can be provided
by devices that connect to USB, eSATA, eSATAp, or IEEE 1394 ports.
ExpressCard hard drives can also be used to provide storage expansion.
External Drives
For external drives, attach the drive to external power if necessary. Some USB
devices use external power, some are powered and connect to one USB port,
while still others require two USB ports. Some manufacturers may require you
to install software before attaching the drive. Once installed, use Device
Manager to ensure the drive is recognized by the operating system. If the drive
is a FireWire device, the drive may appear under the IEEE 1394 Devices section
of Device Manager.

Hard Drive Replacement

Two methods are used with hard drives installed in portable computers:
proprietary or removable. With a proprietary installation, the hard drive is
installed in a location where it cannot be changed, configured, or moved very
easily. Proprietary cables and connectors are used. With removable hard drives,
the laptop has a hard drive bay that allows installation/removal through a single
connector that provides power as well as data signaling. Otherwise, the drive
could have separate data and power connectors.
To remove a laptop hard drive, always follow the manufacturer’s instructions.
The following are generic steps for removing/replacing. Always ensure that you
are replacing the drive with the correct size and interface before starting this
process.
Step 1. Power down the laptop and remove the battery.
Step 2. Turn the computer upside down to locate the panel used to access
the hard drive. Note that some laptop models have hard drives that
release to the side of the computer.
Step 3. Remove any screws to gain access to the drive. A sliding lock
release may also allow access to the drive area. Do not lose these
screws. They may not come with the replacement drive.
Step 4. Slide the drive out of the connector and remove it from the unit. Do
not force it. Some units have release levers, are mounted on a frame,
and/or are mounted on rubber feet. You may need to gently rock the
drive back and forth while pulling gently to ease the drive out of the
laptop. Remember that this drive has probably never been removed
since it was initially installed.
Reverse the process to install a new drive that has the same form factor.
Figure 11.87 shows a SATA hard drive being mounted inside a frame before
being installed in a laptop.

FIGURE 11.87 Installing a laptop hard drive

Hard Drive Upgrade to SSD

When replacing a laptop hard drive with an SSD, because there is only one drive
bay, an external drive enclosure that holds the SSD is needed for the installation
process. The enclosure might later be used for the current hard drive to make it
an external drive. Also, third-party software that clones your computer and
allows you to move selected applications over to the SSD without re-installation
of the software is useful. The following are generic steps used to replace a hard
drive with an SSD. Remember to have AC power attached during this process.
Figure 11.88 shows an SSD drive being installed in a laptop.
 FIGURE 11.88 Installing a laptop SSD
Step 1. Delete any unneeded files and folders. Uninstall any unneeded,
unwanted, or unused applications.
Step 2. Defragment the hard drive or run Disk Cleanup.
Step 3. Create a system image.
Step 4. Put the SSD in the external enclosure and connect it to the laptop.
Step 5. Ensure Windows recognizes the drive. Use the Disk Management
tool to verify. If the drive lists as “Not initialized,” right-click on the
drive, and select Initialize disk. Also ensure that the used space of
your current hard drive is less than that of the SSD. Depending on the
software you use, you may have to shrink your current hard drive
partition that has the operating system installed to less than that of the
SSD. If you do, reboot the computer after all operations to ensure the
hard drive is still working properly.
Step 6. Use third-party software to clone the current hard drive to the SSD.
Step 7. Power off the laptop. Remove the old hard drive and install the SSD.
Step 8. Power on the laptop and ensure the SSD boots and all applications
work.

Tech Tip: Sometimes a noisy hard drive can be a good thing...it is a

warning to you
Mechanical hard drives tend to give indicators that failure is imminent.
They make noises, the laptop fails to boot, data blocks are marked as bad,
 data access might be slow, or error messages appear. SSDs, on the other
hand, might fail with no advance warning.

Optical Drive Replacement

Mobile devices that have optical disc drives can be a slot-loaded drive (where
you insert the disc into a slot on the side or front of the mobile device) or a
mounted drive. Mounted drives commonly require you to turn the laptop over to
access the drive. You might even have to remove the keyboard in order to access.
Look for the little symbol of the optical disc. Not all manufacturers use this
symbol so ensure you research the particular mobile device model. Remove the
appropriate screw(s); then pull out the drive. Before replacing an optical drive,
try blowing compressed air on the drive to clear out any collected residue.
Reinstall and retest. Figure 11.89 shows an internal laptop optical drive.

FIGURE 11.89 Internal laptop optical drive

Laptop Wireless Card Replacement

The laptop wireless card is commonly located under the keyboard or accessible
from the underside of the laptop. Refer to the manufacturer’s website for the
exact procedures. The generic removal steps are as follows. Simply reverse the
steps to install the replacement card.
Step 1. Disconnect the AC power and remove the battery.
Step 2. Locate the wireless card. Refer back to Figure 11.86. The WLAN
 card is to the immediate left of the hard drive and is labeled WLAN
(upside down in the photo).
Step 3. Disconnect the one or two wireless antenna cables from the card
(see Figure 11.90). Notice in Figure 11.90 that the wires attach to two
posts on the wireless NIC. These wires are what connect the antenna
to the wireless NIC. A small flat-tipped screwdriver, small needle-
nose pliers, or tweezers might be used for this task. Be very careful
with this step. Cables are not typically included with the replacement
wireless card. Take a picture or make a note about which cable
attaches to which connector if multiple cables are used.
 FIGURE 11.90 Laptop wireless NIC
Step 4. Ease the wireless card out of the laptop. Note that a lever or tab may
be used by the vendor. Make a note or take a photo of how the
wireless card inserts into the slot.

Tech Tip: Where is the wireless antenna on a laptop?

For laptops that have integrated wireless NICs, the wireless antenna is
usually built into the laptop display for best connectivity. This is because
 the display is the tallest point of the laptop and therefore closest to the
wireless receiving antenna. The quality of these integrated antennas
varies.

Laptop DC Jack Replacement

Because of the numerous times someone attaches the AC-to-DC power brick, it
is no wonder that a laptop power jack needs to be replaced sometimes. You
know it is the jack when a new power brick doesn’t work, when you physically
can see a broken pin or loose pin in the DC jack, or when you use a multimeter
to test the DC voltage level coming out of the power brick and it is fine.
The power jack is a DC connector because the power brick takes the AC
power from the wall and converts it to DC for input into the laptop. The DC jack
comes with a power cable that usually winds through the laptop to attach to the
motherboard. It may actually be mounted on a small circuit card. Always refer to
the manufacturer’s replacement steps.
Figure 11.91 shows how one might connect. Always disconnect the power
brick and remove the battery before starting any repair. Note that the cable
attached to the DC jack may have retaining clips or be threaded through a very
narrow space. Do not damage adjacent parts. Document any parts that you have
to remove in order to remove the defective DC jack.
 FIGURE 11.91 Laptop DC jack (plug) and power cable

Mobile Device Sound

Laptop speakers are not always of the highest quality. Mobile devices, in general
are limited in their sound options compared to desktop computers. A mobile
device normally has an integrated microphone, a line out connector for
headphones, and sound integrated into the system board.
Laptop devices normally can control sound with buttons above the keypad or
by selecting a combination of the and another key.
For Android mobile devices, use the Setting > Sound option to mute and
modify the ringtone. Optionally, you can also select sounds to be played, such as
when the screen unlocks or when switching between screens.
For Apple iOS devices, use the General > Settings > Sounds option. The
speaker volume and sounds heard for email, phone calls, reminders, keyboard
clicks, and so on are set on this screen. Both Android and Apple iOS-based
mobile devices have volume controls on the sides.
Consider wireless or USB speakers if the laptop speaker fails. Keep in mind
that if the sound device is powered by the USB port, this shortens battery life. If
the customer insists on laptop speakers being replaced, then they are commonly
located in the sides or back corners of the laptop. Figure 11.92 shows two
different models of mobile device speakers.

FIGURE 11.92 Internal laptop speakers

Similar to replacing the DC power jack, when replacing laptop speakers, be
careful when tracing and removing the speaker wires. Always refer to the
manufacturer’s directions. Speaker wires must sometimes be wiggled gently in
order to detach. They commonly screw into the motherboard. Inspect the speaker
wire path before removing. Other parts may have to be removed in order to
remove the faulty speakers.
Microphones in tablets normally do not have controls like laptops and PCs.
Instead, the microphone is controlled through an application that supports a
microphone, such as a notepad that allows you to add audio notes or record a
lecture or an online conference application. Inside the application, there is
normally a little icon of a microphone that you tap to be able to start recording.
External microphones can be added using wireless Bluetooth connectivity or an
external microphone for those tablets that have a jack. Smartphones, of course,
have integrated microphones.

Laptop Display
The laptop display is one of the more complex parts of the laptop. Some mobile
devices that serve as laptops have removable screens. Some laptops even have
rotating screens that can be used to show others something on the display, as
seen in Figure 11.93. Before diving into the laptop display, return to Chapter 9
and refresh yourself on the following terms: LCD, TTL, IPS, fluorescent and
LED backlighting, and OLED.

FIGURE 11.93 Laptop with rotating screen

Tech Tip: Liquid crystals are poisonous

Be careful with cracked LCDs. If liquid crystals (which are not liquid) get
on you, wash with soap and water and seek medical attention.

Besides the laptop screen, the display assembly contains other parts and some
of them have nothing to do with the screen. Table 11.16 outlines some common
components found in a laptop display.
 TABLE 11.16 Laptop display components
Laptops use LCDs and have a video cable that connects the LCD to the
motherboard. Either a CCFL or LED backlight bulb is used on many models so
images on the screen can be seen. The CCFL type connects to an inverter (see
Figure 11.94). The inverter converts low DC voltage to high AC voltage for the
backlight bulb. Screens larger than 15.4 inches may need two CCFL backlight
bulbs. An LCD with an LED backlight does not need an inverter. An OLED
display doesn’t need an inverter or a backlight.
 FIGURE 11.94 Laptop video connectivity

Tech Tip: Is it worth fixing a laptop display?

Laptop displays might be too expensive to repair, but if the inverter or
backlight is the faulty part, the repair cost is negligible.

The lid close detector (displayed in Figure 11.94) can be a physical switch or a
magnetic switch located close to the back edge of the keyboard portion of a
laptop. The laptop can be configured through power management configuration
to go into hibernation, sleep, or standby mode when the laptop is closed.
The laptop display may need to be replaced as part of a repair. When
removing a laptop display, always refer to the directions from the computer
manufacturer. The following steps are generic:
 Step 1. Use proper anti-static precautions and remove the screws that hold
the screen bezel in place.
Step 2. Gently pry the plastic bezel that protects the screen edge from the
case.
Step 3. Remove the screen retaining screws.
Step 4. Gently lift the screen from the case. Be very careful with the
connectors. Flip the screen so the back of the screen is visible.
Step 5. Notice the ribbon cable that runs up the back of the display. Gently
disconnect the cable at the top of the display and the cable that
connects to the motherboard. Some are cables you squeeze to release;
others have pull tabs or you gently pull from the socket. Figure 11.95
shows the back side of an LCD that uses a CCFL backlight.

FIGURE 11.95 Removing an LCD with LED backlight

Tech Tip: What is the best resolution for a laptop display?

Set a laptop to the native resolution (the resolution for which the LCD
was made).

Mobile Device Security

Laptops have special physical security needs, and locking and tracking devices
are available for them. Use a nondescript bag to carry a laptop to reduce the
chance of it being stolen. Have an engraved permanent asset tag attached. A
physical laptop lock or laptop locking station can be purchased and installed on
a desk. A user places his laptop into the locking station without worrying about
someone coming by if he momentarily steps away from the desk.
Another option is to use the universal security slot (USS) that allows a cable
lock or laptop alarm to be attached. Special software packages exist that have the
laptop automatically contact a tracking center in case of theft. Figure 11.96
shows a USS on a notebook computer.

FIGURE 11.96 Laptop cable lock

Many of the issues for wireless connectivity for laptops also apply to
smartphones and tablets. But smartphones and tablets also have issues of their
own. Many think that because the devices do not have hard drives, they do not
need antivirus or antimalware software. This is a misconception. Install
antivirus/antimalware software on mobile devices. Depending on the device, the
software may not be able to automatically scan for viruses or even have a set
scheduled scan time. Here are some more security suggestions:
Mobile devices can run each app in a sandbox—a separated space from
other apps. This behavior provides a natural security mechanism for
applications.
Mobile device OS upgrades and updates are just as important as updates on
a full-sized computer.
Many mobile devices have GPS tracking capability that can be used to
locate a lost or stolen device. This may be a paid service.
A paid service or an app on the phone can provide the capability to
 perform a remote lock or a remote wipe. The remote lock disables the
phone so it cannot be accessed. The remote wipe deletes all data from the
device. A remote wipe uses software to send a command to a mobile
device to do one or any of the following: delete data, factory reset, remove
everything from the device so it cannot be used, and overwrite data storage
to prevent forensic data recovery.
Doing a factory reset can help when some of the app issues and resolutions
discussed below do not work.
Verify phone firmware is the latest version.
Some mobile devices have a lost mode option where you can display
messages on the screen for anyone who might find the device.
Most mobile devices have the ability to do some of the following types of
locks or screen locks: have a swipe lock, PIN, passcode lock, security pattern,
facial recognition lock or unlock, fingerprint lock, or password enabled that
activates when the device is inactive. Authenticator apps can also be
downloaded. To configure basic mobile security, perform the following:
Android: Settings > Location & Security > Set up screen lock.
iOS: Settings > General > Passcode lock On option. Use Settings >
Passcode for more passcode options (see Figure 11.97). You can also
configure the Auto-Lock time. On an iPad, you can use the iPad Cover
Lock/Unlock On option.
 FIGURE 11.97 iOS Passcode settings
Windows mobile: Settings > Lock screen/lock & wallpaper.

Failed Login Attempts or Unauthorized Account Access

Some mobile devices have configuration settings in case the security method
fails, such as an incorrectly entered password or system lockout. Some devices
have a default number of attempts. For an extra security precaution, some
devices can be configured for what happens to the device after a set number of
failed attempts, such as disabling the device or even erasing the data. Most
mobile device users that have this capability enabled have the data backed up to
the cloud or onto a machine.
On an Android device, perform a factory reset from the Android system
recovery menu. In iOS, you can use the Passcode Lock setting (refer back to
Figure 11.97) in order to set how long the system waits for the passcode (Require
Passcode setting). After 6 failed attempts, the iOS mobile device will be
disabled for 1 minute; after 7 failed attempts, it will be disabled for 5 minutes;
after 9 failed attempts, disabled for an hour. If you enable the Erase Data option,
the device will be wiped after 11 failed attempts.
So what happens if someone gets your account? Change your password
immediately. Change to a different credit card on the account. Notify the vendor
(Apple, Microsoft, Google, and so on). If possible, enable two-step verification
to prevent future issues. Some email products allow viewing account activity.
Many vendors have an option to send you an email when an unusual device was
used to access your account.

Unauthorized Location Tracking

Note that not all mobile devices have GPS, but they can obtain information from
other networks and browsers to provide location services. Apps that use location
services also use battery life. To turn location services on, use the following:
On Android: Settings > Location.
On iOS: Settings > Privacy > Location services (Note that you can use the
System Services option to select which services are allowed to track your
location.) Another one is Settings > Privacy > Advertising > enable Limit
Ad Tracking and Reset Advertising Identifier so you are prompted for
which apps can track. A third one is to change your Safari or other browser
settings. For Safari, Settings > Safari > enable Do Not Track.
On Windows mobile: Settings > Location > Location services. For a
particular app, access Settings > Applications > locate the particular app >
turn off Use my location.
Android, iOS, and Windows mobile have apps for dealing with mobile
devices that have been lost or stolen, but other free and paid ones are available.
Android: Settings > Security > Device Administration.
iOS: Settings > Find My iPhone.
Windows mobile: Settings > Update & security > Find my phone.

Leaked Personal Files or Data

The way to protect personal files and/or data on a mobile device is to protect the
device itself, secure the device, and encrypt your files (see Figure 11.98). Don’t
enable Bluetooth or GPS unless this is needed. If you think data has already been
compromised, change all passwords on all accounts and devices. Watch accounts
and notify credit companies, if applicable. You can also factory reset the device.

FIGURE 11.98 Leaked data on a mobile device

Unauthorized Camera/Microphone Activation

As already discussed, some apps intentionally gather information about you
using your location and optionally the integrated camera and microphone. One
app has the capability of figuring out where you are, who is in the room, the
sounds being heard, and correlating the data with others in the same vicinity to
create a social network environment. Other apps are used for spying on folks.
Research each app that you or the customer installs.
Every Android app is supposed to state what access permissions are required
by the app. With Android, you can ensure Android Device Manager is enabled
(Settings > Security > Device Administration). It is enabled by default. See
Figure 11.99.
 FIGURE 11.99 Android Device Manager
With iOS devices, use Settings > Privacy > Camera/Microphone to show
what apps have requested access to either the camera or the microphone. Note
that not all reported activity has been through an app. So how can you tell if
someone has accessed your phone and potentially your camera and microphone
as well? Here are some signs:
Look for strange short message service (SMS) text messages.
Look for increased phone bills.
Take notice of any weird activity on your phone (apps locking, opening
mysteriously, slow performance).
Take notice of battery life in case it is losing its charge faster than normal.

Data Transmission Over Limit

Many mobile devices that connect to the cellular network have a specific amount
of text, photo, and video allowed in the user’s specific rate plan. To view how
much data has been used in a specific period or to turn cellular data off, use these
steps:
Android: Settings > Data usage (optionally, you can set the mobile data
limit)
iOS: Settings > Cellular > Cellular Data
Windows mobile: App list > Data Sense (optionally, you can Set limit)
Unauthorized Root Access
A user that has unauthorized root access has access to the mobile device’s file
system (see Figure 11.100). Through the file system, malicious programs can be
installed, files can be downloaded and copied, and private information can be
gleaned. Jailbreaking (iOS) and rooting (Android) are two terms that mean that
the operating system has been compromised in such a way that the user has an
increased level of privilege on the phone. On Android, this is known as having
root access. For iOS devices, users bypass some of the restrictions placed on the
device. People do this for several reasons: apps that are pre-installed and
unremovable can be removed; features such as tethering that might require an
additional charge or are available for free; the device can be made to operate
faster; the device is not tied to or monitored by the operating system vendor or
the phone vendor; and/or the operating environment can be modified.
 FIGURE 11.100 Root access to mobile phone
Android is an open source operating system, but still vendors are allowed to
make modifications and customize it. Both iOS and Android devices have
security and operating system releases that are not received by phones that have
been rooted or that have been jailbroken. Rooting or jailbreaking a device may
void a manufacturer’s warranty; makes a device more susceptible to viruses,
malware, and security issues; and has an increased possibility of access to the
root directory (the starting place for all files). iOS devices that have had the
jailbreak performed can be reversed and the original iOS can be restored using
iTunes.
Mobile Device Travel and Storage
When traveling with a laptop, remove all cards that insert into slots and store
them in containers so that their contacts do not become dirty and cause
intermittent problems. Remove all media discs such as CDs, DVDs, or BDs.
Check that drive doors and devices are securely latched. Ensure that the mobile
device is powered off or in hibernate mode (not in sleep/suspend or standby
power mode).
Carry the device in a padded case. If you have to place the device on an
airport security conveyor belt, ensure that the device is not placed upside down,
which can cause damage to the display. Never place objects on top of a mobile
device or pick up a laptop by the edges of the display when the laptop is opened.
When shipping a mobile device, place it in a properly padded box. The original
shipping box is a safe container.
The United States has regulations about lithium batteries on airplanes. If the
battery contacts come in contact with metal or other batteries, the battery could
short-circuit and cause a fire. For this reason, any lithium batteries are to be kept
in original packaging. If original packaging is not available, place electrical tape
over the battery terminals or place each battery in an individual bag. Spare
lithium batteries are not allowed in checked baggage but can be taken in carry-
on bags.

Mobile Device Troubleshooting Overview

Troubleshooting mobile devices is similar to how you go about solving desktop
problems. Whether Android, iOS, or Windows is being used as an operating
system, you still use Settings or various Control Panels in order to make changes
to or adjust configuration settings on the device. The point is that the concept is
the same. Hardware is similar. Things that go wrong in a mobile device touch
screen are similar to a touch screen on a laptop.

Hard and Soft Resets

Sometimes a simple soft reset is all it takes to fix the problem before delving
into some of the other techniques presented. A soft reset is simply restarting the
mobile device. Some phones have a restart option. Some phones might not
restart and the battery has to be removed in order to power off the device.
Reasons to do a soft reset include the following abnormal behaviors:
Unresponsive touch screen
Slow system response
 Cannot receive, make, send, and/or receive text messages or calls
Audio issues
Error code—record before restarting (see Figure 11.101)

FIGURE 11.101 Cell phone error

In contrast, a hard reset is another name for a factory reset. This was covered
early in the chapter for Android devices. Hard resets are done when no other
solution helps with the problem, you have forgotten your password, the screen is
unresponsive and a soft reset did not help, or if you installed a software app that
you cannot install or it caused erratic behavior that cannot be solved in any other
way.
In Android, boot the device into Recovery Mode (typically accessed by
holding down two or more specific buttons such as the power, volume, and/or
home) while the device boots > wipe data/factory reset (press Power button to
select) > Yes – erase all user data.
In iOS, it is Settings > General > Reset > Erase All Content and Settings >
Erase iPhone/iPad.
 In Windows, check the manufacturer. Commonly holding down the power
button (or the power button and the increase volume button) for several seconds
does it. Sometimes, you might have to disconnect the AC power cord and
remove the battery.
Some devices can be fixed by removing the power brick (wall adapter) and
the battery and leaving out for about 30 seconds. On some Apple devices, you
must hold the power button down for 5 seconds afterward. This is known as a
system management controller (SMC) reset. Apple devices also keep
configuration settings like volume, date, and time in parameter RAM (PRAM).
A small separate battery keeps these settings current. To reset these settings on
an Apple laptop, hold the following keys down at the same time while the
system is booting: .
Let’s go over troubleshooting mobile devices by area of concern. Remember,
though, that the Internet has a wealth of technical information available at your
fingertips. Research is an important troubleshooting step in order to see how
others solved the problem or similar problems.

Mobile Device App Concerns

Since so many apps are free (and even the ones that we pay for), apps do not
always play well with one another or with specific operating system versions. In
order to troubleshoot apps, sometimes you need to stop the app (perform a force
stop) or stop other apps because the mobile device is slow to respond due to
high resource utilization (apps taking all of the memory and processor power).
Here’s generically how to stop an application, but remember that Android is
open source so vendors can implement things differently and iOS and Windows
have different versions so the exact steps may be different than those shown.
Android: Settings > Apps/Application manager > locate and select a
particular application > Force stop.
iOS: Press Home button two times quickly > swipe to find the app to close
> swipe up on the app’s preview to close it.
Windows mobile: Swipe down from the top of the screen and drag the app
to beyond the bottom of the screen.
You might also be required to uninstall and reinstall the app because the app
fails to respond or is not working. There are free app managers that allow you to
do this too. The steps below are from within the standard operating system. Note
that some apps come with the mobile device and cannot be installed, but can be
disabled. Deleting an app deletes the data and settings.
 Android: Settings > Apps/Application manager > locate and select a
particular app > Uninstall/Disable
iOS: Press and hold on top of the app icon until all of the icons shake (see
Figure 11.102) > tap the x in the corner of the icon > Delete.

FIGURE 11.102 iOS app deletion

Windows mobile: Press and hold the app icon > tap Uninstall > Yes.

Apps Not Installing

When an app does not install, ensure your hardware/operating system is
compatible with the app and has available storage space. Some apps do not run
well from an SD card and might need to be installed onto the phone’s internal
storage. Ensure an antivirus program isn’t blocking it. If an app hangs during the
installation process, ensure you have a connection to a Wi-Fi or cellular network,
restart the device, and start the process again. Try downloading the app from a
different Wi-Fi network.
Android: Settings > Apps/Application manager > all > locate and tap on
Market > clear data > clear cache.
iOS: Try resetting the network settings: Settings > General > Reset and try
again. You could reset all settings or take the device to an Apple Store.
Windows mobile: Close the app and then restart it. Power the device off
and back on again. Uninstall and reinstall the app.

Apps Not Loading

When an app does not start, see if the mobile device believes it to be running
already. Windows has Task Manager and Android has Settings >
Apps/Application manager. With iOS, you can’t really see this, but some apps
refresh their content automatically. See these settings with Settings > General >
Background App Refresh. Windows mobile automatically updates apps. On older
versions, Windows mobile allows you to access the Store > Updates > Update
all. You can always try closing the app and opening it again. Try restarting the
mobile device. Try powering down the device and restarting it. Check for
operating system updates and if the app has any updates. Lastly, delete the app
and reinstall it.

Tech Tip: Email not current on your smartphone?

Check connectivity. If you have Internet/cellular access, restart the phone.

Unable to Decrypt Email

With iOS devices, you can use S/MIME to send and possibly receive encrypted
email messages. Use the Mail, Contacts, Calendar option > select the
appropriate email account > Account > depending on the email account type, you
can set the S/MIME setting there or go into Advanced. Some vendors allow
encrypting all messages by default.
Within Android, support for S/MIME is built into email clients and can be
accessed through the email app > Settings option. Also, web browser add-ons
can also be used. Some email apps might require that a security certificate (file)
be obtained and copied to the root directory (see Chapter 17 for more
information on this) or the Download folder. Then access your email account >
Settings > Security options > Email certificate > tap + (plus sign) > select the
certificate.

Mobile Device Keyboard/Trackpad Issues

There are symptoms that appear that the solution is not simply to replace the
part. The key to some of these issues is to research what others have done when
the particular problem has occurred. Software updates sometimes fix some
hardware issues.

Keyboard Issues
Not all devices have keyboards. Mobile devices can have wireless keyboards,
optional keyboards, and wired keyboards. Three common keyboard issues are
indicator light, sticking keys, and ghost cursor/pointer drift. Let’s
start with the issue.
The key is used to allow keys on the numeric pad to be used as
something besides numbers (arrow keys, a home key, page up and page down
keys, delete key, insert key, and end key), as shown in Figure 11.103. By pushing
the key so the Num Lock indicator light illuminates on the
keyboard, numbers are used. By depressing the key so the indicator
turns off, then the keys are used for arrow keys and the like. Configure the
UEFI/system BIOS for the default action (enabled or not enabled) per the
customer’s preference.

FIGURE 11.103 Num Lock and numeric key pad

Mobile devices that have keyboards can get dirtier than desktop systems. For
a sticky key, do the same process as you would for a desktop keyboard. Shake
the dirt out and spray with compressed air as shown back in Figure 1.24. Keys
might have to be removed in order to get to the dirt or debris, to clean, or to
spray compressed air. Figure 11.104 shows a close-up of a laptop key that has
been removed. The key may have to be pushed toward the top of the keyboard
and then lifted up in order to remove it. Peek under the key to see how it attaches
before prying the key off.

FIGURE 11.104 Removed laptop key

Clear thin, soft polyurethane covers allow the user full function of the
keyboard while protecting the keyboard from liquids and debris; it is easy to pop
off and wash with dish detergent and water. Laptop backpacks are available that
offer good protection against dropping, banging, temperature changes, and
liquids. Rugged tablets and laptops offer military-type construction, glove-
capable touch instead of bare fingertip, and an outdoor adaptable/readable
display. Flexible rubber keyboards are also available.

Trackpad Issues
Another annoying keyboard problem is the illustrious ghost cursor or pointer
drift where the pointer moves across the screen even if no one is touching it.
This is commonly caused by the improper touchpad sensitivity settings. You
might also need to update the touchpad driver installed. Malware or a virus can
cause this symptom. In Windows, you can search for troubleshoot
touchpad and use that guide. Some users disable the touchpad and use a wired
mouse.

Mobile Device Display Issues

Displays are critical to mobile devices. They get viewed, touched, and swiped
more than any other part. Displays can go out, dim, not respond, flicker, and
cause user dissatisfaction. Let’s tackle some of the common issues.

Dim Display, No Display, or Flickering Display

A dim display is commonly caused by a lack of interaction, display setting, or
low battery. Move the pointer or tap the screen, adjust display settings, and
attach AC power to see if it is a battery-related issue. On a laptop, the problem
could also be caused by an improperly adjusted backlight or sticky lid actuator
switch (the switch that detects you have closed or opened the laptop).
If the device has no display, attach an external display if possible. For a
laptop, ensure the appropriate has been used. If showing a presentation, you
might have to use the Windows Change display settings link to adjust the output
to duplicate what is showing on the screen. Check video cabling. Also use the
appropriate key, even if an external display is not available.
Check the laptop close switch that is located in the main part of the laptop,
close to the back and near to where the display attaches to the laptop. The lid
close detector can be a physical switch or a magnetic switch located close to the
back edge of the keyboard portion of a laptop. A laptop and some mobile devices
can be configured to go into hibernation, sleep, or standby mode when the laptop
is closed. Check the power management settings, which can be configured to go
into hibernate, sleep, or standby if the laptop is closed. Also check the video
cable from the laptop system board to the display.

Tech Tip: What to do if a laptop display goes black, red, dim, or pink
Most likely this is because the backlight bulb is faulty. Otherwise, the
problem is the DC-to-AC inverter. Connect an external monitor to the
laptop external video port. If the external monitor works, most likely the
backlight bulb is the culprit.

For a mobile device, try turning it off and back on. On a laptop or tablet, see if
the device appears to boot normally. If the device has recently been exposed to
liquid, power off the device, remove the battery, and allow the device to
thoroughly dry before trying to power it back on again. A bad LCD backlight or
inverter can cause a dim or blank display, too.
A flickering display can be something as simple as adjusting the resolution
(should be the native resolution), refresh rate, or tightening the display cable. If
you have recently changed the display, check the driver. Move the display to see
if the flicker is related to display movement. An inverter and backlight can also
cause this problem or show horizontal/vertical lines. Figure 11.105 shows a
disassembled phone so you can see how the display attaches.

FIGURE 11.105 Disassembled smartphone

Touch Screen Does Not Respond or Is Inaccurate

The touch screen is a critical part of a mobile device. When it does not respond,
users get frustrated. Here are things to try. Note that if the touch screen doesn’t
respond the way you expect, then all things to try when it doesn’t work are good
to try for this as well.
Close some apps to free up memory.
See if it is app-specific if possible.
Restart the device. Force the shutdown even if it requires disconnecting the
 AC power cord and/or removing the battery.
If the display has had any liquid on it, turn the device off and remove the
battery. Allow the device to dry thoroughly before powering on.
If a screen protector is in place, remove it.
Shut down the device and remove any memory cards, the SIM card, and
the battery for about 60 seconds. Reinstall and power up.
Some devices have a calibration utility or one could be downloaded to
calibrate for touch input. Android: Settings > Display. Windows 7/8/10:
Search for and use Calibrate the screen for pen and touch input >
Calibrate.
Perform a factory restart.
If the touch screen is broken, you should be able to still see what is on the
device. When the LCD is damaged, then cracks appear or the screen has dark
spots, but the touch screen might still work in places. Screens can be ordered and
replaced. There are repair shops that specialize in mobile device displays.

Slow Performance
Slow performance can be a lot of things, but some folks first notice the
responsiveness of a touch screen or slowness for data to download. If you
suspect the touch screen, troubleshoot that. But if you have ruled out the touch
screen, consider the following tips:
Check battery power level.
Close apps that aren’t being used.
Close services (Wi-Fi, GPS, location services, Bluetooth, and so on) that
are not being used. Put the device in Airplane Mode.
Attach to a Wi-Fi network.
Move closer to the wireless access point if attached to Wi-Fi.
Newer Android devices have an option to reduce the amount of data
needed by the Chrome browser using the data saver—use Settings >
(Advanced) Data saver.

Mobile Device Power Issues

People are not going to use their mobile device if it has power issues. They need
that power to be mobile. Power issues can include extreme short battery life, no
power, swollen battery, and the battery not charging.
Extremely Short Battery Life
A battery that won’t hold a charge for long (or has a power drain) commonly
needs to be replaced. However, it could be all of the apps, wireless, location
services, GPS, and Bluetooth settings that you have turned on. You should
inspect the battery to see if it is swollen. A swollen battery is one that bulges
and might even leak (see Figure 11.106). Most batteries that won’t hold a charge
need to be replaced (and replaced immediately if swollen). Also, verify that the
battery is actually showing as being charged. Don’t just go on the time it has
been plugged in. The physical connection to the charger could be a tenuous one.
The charger could be faulty too.

FIGURE 11.106 Swollen battery in cell phone

Battery Not Charging

When a battery does not charge properly, the problem could be the battery, the
charger, or the connection on the phone. Inspect the connection on the phone
first. Do you see any debris, dirt, pins that look like they do not align with the
other pins? If so, power off the device, remove the battery, and clean with
compressed air or gently try to align pins. Do the same inspection to the charge
connector. Take a voltage reading on the charger if possible. See if it is
outputting power. See if the same cable and/or charger can charge other devices
that require the same voltage and connector type. Try to charge with a different
connector such as a car adapter.

No Power or Frozen System

An electronic device that won’t power on is useless. Try the following when
troubleshooting a mobile device that will not power up.
 Check for power light.
Ensure the device has not gone into sleep mode. Try waking the device up
or power it down and power on again.
Attach the device to an AC adapter and power up.
Disconnect the AC power brick, remove the battery, and hold down the
power button for a few seconds. Replace the battery and reconnect to AC.
Try to power on the laptop again.
Inspect the power button—has it felt strange lately?
When you attach the power brick to the mobile device, does the connector
attach easily or does it wiggle? Consider replacing the DC power jack if on
a laptop.
Check brightness displays.
If on a laptop, check the lid close sensor.
If on a laptop or tablet with keyboard, try closing the display and opening
it back up fully (see Figure 11.107).

FIGURE 11.107 Close and reopen laptop display

Check for malware or virus.

Overheating—Warm/Hot to the Touch

Heat is one of the worst enemies of electronic devices. Leaving mobile devices
in hot vehicles and in the sun is bad. If this is the reason for the overheating,
power the device down and let it cool. Do not just move it to a cooler spot.
See if you can determine a specific spot that is getting hotter than other places
on the device. Determine if that “spot” is where the battery or power is located
or another spot on the mobile device. If near the battery, troubleshoot power
problems after the device has cooled completely.
Check the battery health icon on the device. Inspect the battery. Replace the
battery if you think that is the cause. Close unneeded apps and services. Remove
the device from a case, if applicable. Ensure that you are not covering the
device’s air vents such as laying it on a lap or pillow. Place a laptop on
something that elevates it from the desk, such as drink coasters. In addition,
pads, trays, and mats can be purchased with fans that are AC powered or USB
powered. Research the device vendor to determine if others are having a similar
issue.

Mobile Device Sound Issues

Mobile devices have sound issues similar to desktop computers. See Chapter 8
to refresh yourself on issues related to sound. For headphone issues, ensure the
cable attaches to the correct line out port. Determine whether you want the
speakers disabled. Normally, if you plug into the headphones line out port, the
speakers cut off. For Android or iOS devices, check the volume control and
whether the device is muted. On tablets or smartphones, check if other
applications are using the microphone.
Another common complaint is when headphones are attached, sound still
comes through the speakers. Check that the headphones connect securely to the
device. Power off the device, remove the battery, and clean the headphone jack.
Android: Press and hold the power/lock button to change the sound setting
to mute everything except the media sound. Close unused apps.
iOS: Try muting sound and then re-enabling it.
Windows mobile: Use the Settings > Sound option to ensure that the
correct volume control was used. Windows has the ability to have different
settings for media than ringer.

Mobile Device Network Issues

Chapter 14 goes into more details on networking, but this chapter focuses on
basic troubleshooting techniques you can perform on mobile devices that do not
require more involved details of how these technologies work. The issues can be
broken down into three areas—Wi-Fi, GPS, and Bluetooth.

Wi-Fi Issues
Use the following list to help when troubleshooting Wi-Fi issues on a mobile
device.
Ensure the mobile device is not in Airplane Mode.
Ensure Wi-Fi is enabled.
Ensure the correct Wi-Fi network is chosen. If prompted, provide the
appropriate security/login credentials.
Turn Wi-Fi off and then re-enable it again.
If a laptop always has low signal strength, ensure the wire(s) are attached
to the wireless NIC. If the display has been recently replaced, ensure all
connectors have been reattached properly and have not been damaged.
For any device that has low signal strength, move around and try to see if
you get more signal bars by moving. The more bars you see, the better the
signal strength and speed of transmission. See Figure 11.108.

FIGURE 11.108 Wireless signal strength

With some laptops, you must turn the laptop to a different angle to attach
to an access point or have a stronger signal strength (which means faster
transfers). Antenna placement is important in a wireless network. Antennas
on mobile devices tend to be in the edges or built into the displays.
If the mobile device connects to a Wi-Fi network unintentionally, turn off
Wi-Fi. Some mobile devices have the ability to automatically switch
between Wi-Fi and mobile networks in order to keep a solid Internet
connection. To disable this in iOS, use Settings > Wi-Fi > disable Auto-
Join. On Android and Windows mobile devices that have Wi-Fi enabled,
use Settings > Wi-Fi > select and hold on the wireless network that is not
wanted > Forget network (Android) or Delete (Windows mobile).
Slow or intermittent transmissions can be caused by distance to the access
point, other Wi-Fi networks and devices, and the number of devices
attached to the same wireless access point that you are.

GPS Issues
GPS is not provided in all mobile devices. The geographical environment affects
GPS reception and can cause intermittent connectivity. If the GPS is installed,
but not working, try turning Location Services off and back on again. If that
fails, restart the device. Some Android devices have assisted GPS which uses
GPS satellites, cell towers, and Wi-Fi networks to provide location services.
Ensure Use wireless networks and Use GPS satellites are enabled on an older
phone. Some phones have a High accuracy setting instead. Windows mobile
devices require that the phone radio is turned on and Airplane Mode is not
enabled. Another problem is the user might have denied a particular app the right
to have access to location services and an app like Google Maps might not be as
beneficial as it could be without it. Access the app settings to verify. You could
always uninstall and reinstall the app. Turn off any apps that might be using the
app that aren’t being currently used.

Bluetooth Issues
As with all network connectivity issues (intermittent and lack of), with
Bluetooth, turn the device off and back on again. Move the device closer to the
other Bluetooth device(s). You could put the device in Airplane Mode and then
remove Airplane Mode to toggle all radios off and then re-enable them. Other
troubleshooting hints are as follows:
Check for interference from other devices, including wireless devices on
the same frequency. Also look for Windows, Apple iOS, or Android
configuration issues.
If a Bluetooth device is not working in Windows, try the following: Select
the Bluetooth icon ( ) in the notification area on the taskbar and select
Show Bluetooth Devices. If the device is not listed there, select Add a
device and try to add it.
Ensure that the Bluetooth device is charged, powered on, and in the
appropriate mode to pair with another Bluetooth device, such as the
computing device or car with Bluetooth capability.
Ensure that other wireless devices, such as wireless networks, automatic
lighting and remote controls, cell phones and other portable phones, and
microwave ovens, are not interfering with the device.
Remove unused USB devices.
If passkeys (PINs) are used, ensure that the keys match.
If a Bluetooth transceiver is used, move the transceiver to another USB
port.
Remove all other Bluetooth devices to aid in troubleshooting the
problematic device.
 In Windows, ensure Bluetooth services are enabled. See Chapter 16 for
more information on Windows Services.
In Windows, ensure that Device Manager shows no issues with the
Bluetooth transceiver driver (under the Bluetooth Radios section) or the
Bluetooth device (sometimes shown under the Other devices category).
Sometimes, the Bluetooth driver for the host computer must be updated for
newer devices.
You can use similar tricks with Apple iOS and Android devices: (1) Ensure
that the device is powered, (2) ensure that Bluetooth is enabled, and (3)
ensure that no other wireless networks/devices are nearby (move to another
location to see).
A common method used with Bluetooth devices is to restart the pairing
mode on the Bluetooth device or rescan for a device from the iOS/Android
computing device.
If a mobile device unintentionally pairs with another Bluetooth device,
turn Bluetooth off (and keep it off unless you are using it). Move the
mobile device closer to the Bluetooth device.
USB-to-RJ-45, USB-to-Bluetooth, and USB-to-Wi-Fi adapters/dongles can
be used when one of these network ports fails.

Soft Skills—A Word about Appearance

John T. Mallow’s 1975 book, Dress for Success, heightened some people’s
awareness of concepts like the power tie, color coordination, and proper
wardrobe with the aim of getting ahead in one’s professional and personal life.
Some of you are simply too young to have read this. Although some of the
book’s advice may seem a bit quaint today, the fact is, you are nonetheless
judged on your personal appearance. This is one soft skill area you cannot afford
to ignore at the risk of hindering your chances for advancement, client
relationship, or reputation.
Why does appearance matter so much? Research shows that we form opinions
about each other within mere seconds of meeting. And some people decide
whether or not you are trustworthy in less than a second! Look at Figure 11.109
and imagine each of these people was a technician coming in to fix your
computer. What would your impression of that person be just by the attire?
 FIGURE 11.109 Professional attire options
So, isn’t it logical that you would always strive to project a competent and
professional appearance and demeanor to your boss and to your customers? A
good rule of thumb is to dress to the level of the client. For example, you would
probably dress sharper for a job in a law or doctor’s office than you would for a
job at Joe the plumber’s business. If you knew you were going to be working on
laser printers, you probably don’t want to wear good clothes or would take a lab
coat to protect your clothes.
Be aware of generational bias. In this country, we have four generations who
have different values. The Traditionalists, born 1925–1945, value suits, coats and
ties for men, and dresses for women. Most of these people are now age 70+ so
there are few left in workplaces. The Baby Boomers, 1946–1964, are a little
more relaxed about dress codes, but still believe in good appearance—think
business casual. Now aged in their 50s to 60s, they are likely to be the bosses
and senior management. Next come the GenXers, 1965–1980, who value
flexibility and freedom, and are even more relaxed—think casual. Finally comes
the GenY, or Millennials, born between 1981 and the present. Millennials value
change, diversity, and individual freedom. These are the ones most likely to
express themselves with tattoos, piercings, extreme grooming, and so on. To
Millennials, dress codes are way less important.
Here are some commonsense guidelines and Table 11.16 has
recommendations for attire according to environment:
Above all, avoid tattered jeans, trainers, and t-shirts, as you could run the
risk of looking too scruffy to be taken seriously.
If your job involves dirty work, for example, pulling optic fiber cables
through the overhead or working on laser printers, jeans and chambray
shirts are acceptable. Or consider wearing a lab coat. It doesn’t hurt to let
the client know upon checking in that you are dressed for the dirty job.
Grooming: Watch your haircuts and (for men) beards. Don’t forget your
hands and nails, which will be noticed (either consciously or
unconsciously) by your boss and customers.
Cosmetics: Women are more likely to be better liked and trusted if using
moderate makeup and little to no perfume.

TABLE 11.17 Attire in specific environments

Tech Tip: The colors you wear send subliminal messages

Colors can profoundly affect how other people view you. Here are some
of the main ones to bear in mind:
Black or dark gray: Represents authority and confidence
Blue: Suggests trust and traditional values
Green: Portrays empathy and tranquility
Red: Tells people you are passionate and likely to be an extrovert
Brown: Says that you are loyal and reliable

It is usually the subconscious mind that notices how others look. So even if
you don’t consider appearances very important, just remember that, without you
realizing it, appearances helped you form an opinion on just about everyone you
have ever met. Don’t underestimate the importance of dressing appropriately on
the job, but don’t let your wardrobe impede your ability to do the job.

Chapter Summary
Mobile devices are used for different purposes and therefore come in a
variety of types—laptops, tablets, smartphones, wearable technology,
phablets, e-readers, cameras, and GPS.
Mobile devices have the following common hardware parts: display, flash
memory, battery, DC jack, speaker, microphone, speaker, wireless antenna,
system board, processor, and expansion options. Other parts that may be
more for laptops or tablets include ExpressCards, SO-DIMMs, mechanical,
SSD, and hybrid storage, ports and adapters, keyboards, miniPCI/PCIe
cards, touchpad, and touch screen.
Mobile devices have various methods of expansion and connectivity
including the following: NFC, proprietary, USB, miniUSB, microUSB,
Lightning, IEEE 1394, infrared, tethering, Bluetooth, GPS, cellular,
satellite, Wi-Fi, miniPCI/PCIe, docking stations, and port replicators.
Mobile devices commonly have accessories that need to be installed and/or
attached—headsets, speakers, game pads, battery packs/chargers,
protective covers, waterproofing, credit card readers, and memory.
Mobile device operating systems include the open source Android, closed
source Apple iOS, and various Microsoft Windows-based mobile operating
systems.
Laptops use to control specific functions like Wi-Fi, Bluetooth,
speakers, display output, keyboard backlight, and so on.
Mobile devices need their operating system and data backed up. Two
common methods to do this are to back them up to another device or use
storage in the cloud.
Mobile devices need security. Laptops can have locks. All mobile devices
need operating system security, personal files and identity security,
antimalware, and antivirus. Remote data wiping can be configured if the
device is compromised or stolen.
A plastic scribe helps with prying plastics and covers off. Laptop speakers
and DC power plugs frequently have cables that run along the back or
sides of the device. Keep screws separated and take notes and photos for
any parts removal.
 Conserve mobile device power by adding more RAM, turning off
wireless/Bluetooth, turning off unnecessary apps, configuring power
options, reducing screen brightness, and avoiding temperature extremes.
Li-ion batteries are used with mobile devices. If a device must be attached
to AC power or a USB port to work, replace the battery with the correct
DC power jack, appropriate DC voltage level, and current (amperage)
equal to or higher than the original power brick.
Before removing or installing memory, disconnect the power cord and
remove the battery on a mobile device.
Laptops can sometimes be upgraded with SO-DIMMs. Tablets and
smartphones can sometimes be upgraded and have additional storage using
flash memory cards.
AC power goes into the power supply or mobile device power brick. DC
power is provided to all internal parts of the computing device.
Microphones are used for VoIP and are tested/managed in Windows
through the Recording tab of the Sound window.
Secure a mobile device with a PIN, facial recognition, a password, or a
passcode/pattern.
When replacing a laptop processor, a screw may have to be loosened
before you can remove the old processor.
When replacing a laptop motherboard, additional components may have to
be removed.
Troubleshooting mobile devices commonly includes a soft reset or a restart
or a hard reset, which is another name for a factory reset. Android and iOS
devices use Settings to manage most configurations. Windows uses Control
Panels/Settings.
Troubleshooting commonly involves disabling apps, connectivity not
being used, and features.
Troubleshooting sometimes involves removing AC power and the battery.
Mobile device repairs commonly take different tools including scribes,
anti-static gloves, and smaller tools.

A+ Certification Exam Tips

Be able to explain the difference between a Windows, Android, and
iOS mobile device.
 Be able to identify, describe the purpose of, and replace/install the
following hardware components: display, flash memory, battery, DC
jack, speaker, microphone, wireless antenna, system board, processor,
and expansion options. Other parts that may be more for laptops or
tablets include ExpressCards, SO-DIMMs, mechanical, SSD, hybrid
storage, ports and adapters, keyboards, miniPCI/PCIe cards, touchpads,
and touch screens.
Know the difference between a docking station and a port replicator.
Watch a few videos on laptop disassembly.
Be able to describe how to connect an external monitor to a laptop, and
make adjustments for various combinations of laptop only, external
monitor only, and laptop along with the external monitor. Also know
how power options might need to be adjusted.
Review the function of the following: LCD (TN and IPS, fluorescent,
LED, OLED, inverter, digitizer), Wi-Fi antenna placement, webcam,
and microphone.
Study how to configure and connect NFC, tethering, Bluetooth, GPS,
cellular, and Wi-Fi. Right before the exams, use an Android simulator,
or ask a friend to lunch and practice on Android, iOS, and Windows
device configurations.
A cell phone requires an NFC chip in order to use the mobile pay
feature.
Review the types of things you might control with function keys. Know
that you might use these to solve problems such as erratic mouse
actions (touchpad) and display output.
If a cell phone back won’t go back on easily, check for a swollen
battery.
Know that Android devices synchronize to the cloud by default. Know
that iTunes can be used to backup/restore an iOS device. Know that
One Drive is used to access saved attachments from Microsoft Outlook.
Be able to configure security settings on Android, iOS, and Windows
devices.
Know that you can physically secure a laptop with a cable.
Know that geotracking is what allows social media apps and tracking
apps to locate a phone/person. The location feature might need to be
enabled.
 Read and reread all the troubleshooting scenarios in the chapter.
Troubleshooting mobile devices is a part of both the CompTIA A+ 220-
901 and 220-902 exams.

Key Terms
1.8 inch 581
2.5 inch 581
accelerometer 538
Airplane Mode 548
Android 523
APK 542
app scanner 562
App Store 541
Apple Configurator 561
authenticator app 592
baseband 537
baseband update 537
battery charger 528
battery pack 528
Bluetooth 544
cable lock 591
cell tower analyzer 562
cellular card 567
clean install 560
closed source operating system 523
CompactFlash 523
credit card reader 528
digitizer 589
dual-voltage memory 580
e-reader 521
emergency notification 540
ExpressCard 567
facial recognition lock 592
factory reset 558
fingerprint lock 592
fitness monitor 526
flash memory 523
force stop 598
game pad 528
geotracking 538
glasses 526
Google Play 541
GPS 520
GUI 540
gyroscope 538
hard reset 597
headset 528
high resource utilization 598
hotspot 549
hybrid drive 582
iCloud 556
IMEI 535
IMSI 536
Internet calling 546
inverter 589
iOS 523
IR 550
iTunes 538
jailbreaking 595
laptop docking station 566
launcher 540
Li-ion battery 571
Lightning port 543
locator app 538
mechanical drive 582
M.2 568
MDM 561
micro-USB 542
microphone 589
microSD 523
Microsoft Store 541
miniPCI 567
miniPCIe 567
miniSD 523
mini-USB 542
mobile docking station 528
mobile payment service 540
modem card 567
mutual authentication for multiple services 556
NFC 549
notification area 532
Num Lock indicator light 600
OneDrive 561
open source 523
passcode lock 592
phablet 521
physical laptop lock 591
port replicator 566
PRI 536
PRL 536
proprietary vendor-specific ports 542
protective cover 528
radio firmware 537
remote backup 554
remote wipe 592
removable screen 558
rooting 595
rotating screen 588
screen lock 592
scribe 565
SD 523
SDK 542
SIM 536
smart camera 521
smart card reader 528
smartphone 520
smart watch 526
SO-DIMM 579
soft reset 597
speaker 528
special function key 578
SSD 582
storage card 524
swipe lock 592
swollen battery 603
synchronize to the cloud 554
synchronize to the desktop 554
system bar 532
system board 574
system lockout 593
tablet 520
tethering 549
USB-to-Bluetooth 546
USB-to-RJ-45 dongle 543
USB-to-Wi-Fi dongle 548
 vendor-specific operating system 523
virtual assistant 540
VPN 551
waterproofing 528
wearable devices 520
web cam 589
Wi-Fi analyzer 562
Wi-Fi antenna 589
Wi-Fi calling 540
Windows Mobile 523
wireless card 567
wireless locator 562
xD 523

Review Questions
1. How can you control a laptop keyboard backlight?
_______________________________________________________________________
2. Which mobile device feature allows tracking how far someone has walked
this week?
[ virtual assistant | accelerometer | gyroscope | pedometer ]
3. In which of the following situations would Bluetooth most likely be used?
a. To connect to a corporate wireless network
b. To attach a keyboard to a PC
c. To connect a PC to a phone line
d. To connect a flash drive to a camera
4. Where are miniPCIe cards normally installed?
a. In tablet computers
b. In smartphones
c. On the bottom of a laptop
d. In a slot adjacent to the processor
5. List three recommendations for saving power on a laptop.
_______________________________________________________________________
 _______________________________________________________________________
_______________________________________________________________________
Consider the following memory advertisements for laptop memory used in
Question 6.
a. 2GB (2×1GB) Dual channel kit DDR2 667MHz PC2-5300 desktop
DIMM compatible with PC2-5300 (667MHz), PC2-4200 (533MHz),
and PC2-3200 (400MHz)
b. 2GB 200-pin DDR2 800MHz PC2-6400 SO-DIMM CL6 1.8V,
256Mx64, non-ECC
c. 2GB (1×2GB) 1333MHz DDR3 desktop unbuffered DIMM
d. 4GB (2×2GB) XMS2 PC2-6400 800MHz 240-pin dual channel DDR2
desktop memory latency of 5-5-5-18
e. 4GB (2×2GB) 240-pin DDR2 PC2-6400 memory kit unbuffered non-
ECC, 1.8V, CL6
f. 4GB (2GB×2) 204-pin PC3-8500 SO-DIMM DDR3-1066 memory kit,
CL7, unbuffered, non-ECC, 1.5V, 256Mx64
g. 8GB (2×4GB) 1333MHz PC3-1066 204-pin SO-DIMM memory kit,
1333MHz unbuffered CL9
h. 8GB (2×4GB) 240-pin DDR3 1600MHz (PC3 12800) SDRAM, 1.5V,
9-9-9-24
i. 8GB (2×4GB) DDR3 dual channel kit 1600MHz CL9 non-ECC low
latency 240-pin
6. In these advertisements, which memory module(s) would work as an
upgrade for a laptop given the following specifications:
Configured with 1GB DDR2 (works at 667MHz, max 2GB), 1 main
memory slot, which is occupied.
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
7. List one way that a tablet computer’s memory might be upgraded.
_______________________________________________________________________
_______________________________________________________________________
8. Which two options are used to backup an iOS device? (Select two.)
 [ iBooks | iTunes | Tips | iCloud | iBackup | Backup ]
9. Which type of laptop hard drive would provide the best performance?
[ mechanical | SSD | hybrid | stock ]
10. What is a drawback of SSDs?
[ Installation time | MTBF | Maintenance requirements | Cost | Speed |
Reliability ]
11. A technician has been troubleshooting a laptop power issue and now the
speakers don’t work. What should the technician do first?
a. Replace the speakers.
b. Reinstall the original power supply.
c. Check the speaker cabling.
d. Replace the power supply with another one.
12. Which icon would be used on a laptop to turn down the volume?
a.

b.
c.
d.
13. A laptop display is not showing anything, but the technician can hear the
hard drive working. The technician connects an external monitor and the
monitor works. What should the technician try next?
a. Replace the laptop display.
b. Try connecting another external monitor.
c. Replace the laptop display connector.
d. Use the appropriate key to retest the output to the display.
14. What is the purpose of a laptop inverter?
a. To convert DC to AC for the CCFL backlight
b. To attach the keypad to the keyboard
c. To allow specific keys to be used as a numeric keypad when enabled
d. To allow the display to be flipped backward
15. List three recommendations for laptop security.
_______________________________________________________________________
 _______________________________________________________________________
_______________________________________________________________________
16. A hybrid drive is:
a. A mechanical hard drive
b. An SSD
c. A combination of an SSD part and an mechanical drive in the same case
d. An upgraded flash drive
17. Which of the following should be tried first if a mobile device is frozen?
a. Factory reset
b. Soft reset
c. Hard reset
d. Recovery
18. A user complains that he have slow data speeds on his mobile device. List
three things you will check.
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
19. A mobile device continuously attaches to a nearby Bluetooth-enabled
computer that is not the computer the user wants to attach. What should be
done?
a. Disconnect the Bluetooth adapter from the nearby computer.
b. Move the Bluetooth device closer to the desired computer.
c. Power the nearby computer off.
d. Put the mobile device in Airplane Mode.
20. [ T | F ] An accelerometer detects the screen orientation and adapts what is
shown on the screen based on that orientation.

Exercises
Exercise 11.1 Identifying Laptop Parts
Objective:
To identify various laptop parts correctly
Procedure:
Identify each part in Figure 11.110 by matching the component
name to the identified part in the photo.

FIGURE 11.110 Laptop part identification photo

Components
LCD
Ports assembly
Mounting bracket for touchpad
Hard drive
Battery
Keyboard
System board
 Processor
Palm rest assembly
A. _________________________
B. _________________________
C. _________________________
D. _________________________
E. _________________________
F. _________________________
G. _________________________
H. _________________________
I. _________________________

Exercise 11.2 Common Laptop Keys

Objective:
To identify various keys used on a laptop
Procedure:
Match the laptop function key in Figure 11.111 to the description.

FIGURE 11.111 Laptop function key identification photo

a. Increase volume
b. Decrease display brightness
c. Decrease keyboard backlight brightness
d. Pair with Bluetooth Device 1
e. Play/pause
f. Cycle through open apps
g. Mute
h. Increase display brightness
i. Pair with Bluetooth Device 2
j. Increase keyboard backlight brightness
k. Pair with Bluetooth Device 3
l. Enable/disable touchpad
F1 _____
 F2 _____
F3 _____
F4 _____
F5 _____
F6 _____
F7 _____
F8 _____
F9 _____
F10 _____
F11 _____
F12 _____

Activities

Internet Discovery

Objective:
To obtain specific information from the Internet regarding a
computer or its associated parts
Parts:
Computer with Internet access
Procedure:
Complete the following procedure and answer the accompanying
questions.
Questions:
1. Watch the laptop hard drive replacement video at the following URL to
answer Questions 1–5 (if this link does not work, find a video that shows a
laptop hard drive replacement): https://www.youtube.com/watch?
v=wSa3Owia-2k
List one piece of software mentioned in the video that might be obtained
or purchased in order to clone the operating system.
 _______________________________________________________________________
2. Use the Internet to find an alternative cloning software that could be used.
Detail why you think this software would be appropriate and why you
chose it.
_______________________________________________________________________
_______________________________________________________________________
3. What were the two locations for the hard drives in the two laptops and
how were they removed?
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
4. What power safety procedures were recommended?
_______________________________________________________________________
5. What power procedure was recommended in the chapter that was not done
in this video?
_______________________________________________________________________
A customer owns a Toshiba Satellite R845-ST6N02 laptop. Use the
Toshiba troubleshooting assistant program to help with a battery problem.
Use this information to answer questions 6–9.
6. What output values should be on the AC adapter?
_______________________________________________________________________
7. Assume the values on the AC power brick match those required on the
computer. How long should the power button be held down once the
external power and battery have been removed from the computer?
_______________________________________________________________________
8. Which two colors can be used for the power indicator light (if it is
working, of course)?
_______________________________________________________________________
9. Assume you have power and you shut down the computer and removed
the AC adapter. What might you do before assuming the battery is dead?
_______________________________________________________________________
10. A student has an HP ENVY notebook model 15-ae041nr. The screen
seems blurry when displaying a browser or even some Windows
 configuration screens, but other screens appear fine. Use the Internet to
find what some people have done. List one or two solutions.
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________

Soft Skills

Objective:
To enhance and fine-tune a future technician’s ability to listen,
communicate in both written and oral forms, and support people
who use computers and mobile devices in a professional manner.
Activities:
1. In groups of three, each person finds a video that shows a particular model
of laptop being taken apart. Share your findings with the others. Have the
team select the best video to share with the class or submit the web link to
the teacher.
2. Record yourself describing a mobile device problem and what you did to
fix it. Take no longer than 3 minutes. If you have never had a mobile
device problem, use the Internet to find someone else’s problem that you
describe in your own words. No reading aloud. Tell the story.
3. In groups of six, three people must each find a cartoon or story that
describes a funny mobile device situation. The other three people should
find a cartoon or story that illustrates the need to dress professionally in the
IT field. Each person must share findings with the group. Have a category
for mobile and a category for appearance. Each person rates each cartoon
or story. Summarize your findings in electronic format or verbally.
4. Each group is assigned one of the following laptop parts: (1) processor
and heat solution, (2) mechanical, SSD, or hybrid storage device, (3)
display, (4) system board, (5) inverter, (6) backlight.
5. Work in teams to outline in words and illustrations how to replace the part
and issues related to the replacement. Present the work to the class.
Critical Thinking Skills

Objective:
To analyze and evaluate information as well as apply learned
information to new or different situations
Procedure:
1. Locate two laptop manuals from two different manufacturers. They cannot
just be two models from the same manufacturer. Compare and contrast
how the CPU is replaced in each one.
2. Select a laptop that has a mechanical hard drive and pretend it is yours and
has been yours for at least a year. Now pretend that you are upgrading to
an SSD or a hybrid drive. Select what hardware and software you might
need. Price them out. Develop a step-by-step plan of action of how you are
going to do this.
3. On a separate piece of paper describe why Wi-Fi networks are so
important to cell phone users. Are there any drawbacks to using them?
4. Find a technical job at monster.com, dice.com, or indeed.com. Find at
least three graphics or photos showing clothes you think a male or a female
would wear to the interview for this job. Find another three graphics or
photos that depict what a male or female would wear on a daily basis for
the job.
5. Consider Figure 11.112. Identify as many parts of the cell phone as
possible. Use Internet resources to help you.
 FIGURE 11.112 Mobile phone identification photo
1. ____________________________________
2. ____________________________________
3. ____________________________________
4. ____________________________________
5. ____________________________________
6. ____________________________________
7. ____________________________________
8. ____________________________________
Labs

Lab 11.1 Backing Up an iOS Device to a PC or Mac Using iTunes

Objective:
To be able to use the iTunes application to back up the operating
system and settings on an iOS device
Parts:
An iOS-based device
A PC or Mac computer
A USB cable to connect the iOS device to the PC or MAC
An Apple ID and password
Procedure:
Complete the following procedure and answer the accompanying
questions.
1. Power on the PC or Mac and the iOS device. Log in as required.
2. Ensure the PC or Mac has iTunes installed. If the application is not
installed, download and install it. Open iTunes.
3. Attach the USB cable from the iOS device to the computer.
4. On the Mac or PC, the iOS device should display or you can choose it
from the top, left where the music notes icon is located. Note that you may
have to click Continue > Get Started if this is a device that has never been
connected before.
What iOS version does iTunes show is on the iOS device?
_______________________________________________________________________
What is the iOS serial number shown in iTunes?
_______________________________________________________________________
5. In the Backups section, select the This computer radio button.
Looking at the screen, does this Mac or PC where the backup is to be
stored have the ability to encrypt the backup file? [ Yes | No ]
How do you know?
_______________________________________________________________________
6. Click the Back Up Now button.
What information displays under the Latest Backup section?
 _______________________________________________________________________
What option on the screen would you use if you needed to reinstall the iOS
operating system?
_______________________________________________________________________

Lab 11.2 Determining Memory Resources in an iOS-Based Device

Objective:
To be able to use the Apple-iOS operating system to determine
the amount of memory
Parts:
An Apple iPhone or iPad
Procedure:
Complete the following procedure and answer the accompanying
questions.
1. Ensure that the Apple device is powered on.
2. Access the Home screen (by pressing the Home screen button []). Tap on
the Settings option. Note that you may have to swipe your finger to access
the Settings option if multiple pages of icons are present.
3. Tap the General option. Tap the About option. Locate the Capacity option,
which shows the total amount of memory installed.
How much memory is available on the device?
_______________________________________________________________________
4. Locate the Available option, which shows the amount of memory that is
not being used.
How much memory is free?
_______________________________________________________________________
5. Return to the Home screen.

Lab 11.3 Determining Memory Resources in an Android-Based

Device
Objective:
To be able to use the Android operating system to determine the
amount of memory
Parts:
 An Android-based device
Procedure:
Complete the following procedure and answer the accompanying
questions.
Note:
The Android operating system is an open source operating
system. Options vary from device to device, but most
configuration options are similar.
1. Ensure that the Android device is powered on.
2. Access the Home screen by tapping the Home icon. Tap the Settings
option. Note that you may have to swipe your finger to access the Settings
option if multiple pages of icons are present.
3. Tap the Storage option. Locate the total amount of storage.
How much memory is available on the device?
_______________________________________________________________________
4. Locate how much memory is available (not being used).
How much memory is free?
_______________________________________________________________________
How much memory is being used by applications?
_______________________________________________________________________
Does this device have external storage? If so, how could you tell?
_______________________________________________________________________
5. Return to the Home screen.

Lab 11.4 Managing Files on a Mobile Device

Objective:
To be able to copy files or send files using an Android or Apple
iOS-based device
Parts:
Android device or Apple iOS device
Procedure:
Complete the following procedure and answer the accompanying
questions.
Android
1. If working on an Apple device, please go to Step 16. Power on the
Android device.
2. Access the Camera app by touching the Camera icon on the Home screen.
3. Normally in the Camera app, there is an icon of a camera or a circle that
you touch to take the picture. Frequently, there is a sound effect of a
camera shutter. Take a picture.
4. Return to the home screen by touching the home icon. If the home icon is
not showing, touch the screen where it normally appears (bottom left,
center icon).
5. Locate and access (touch) the File Manager app.
6. Unless the settings have been changed, most photos are stored by default
on internal storage. Touch the internal storage option. The internal storage
folders list to the right.
7. Locate and open (touch) the DCIM folder.
8. Locate and open the Camera folder.
9. To open a picture, touch the filename. Frequently there are options such as
rotating or cropping the photo found by touching just outside the
photograph.
What photo options are available?
_______________________________________________________________________
10. Return to the file listing by using the return button. The return button is
the button on the screen that is a return arrow such as the one shown here:
If the return button is not shown, you can touch the bottom left of the
screen and the return arrow normally shows.
11. Enable the checkbox by the name of the photograph by touching the
checkbox.
12. Options either appear or you can touch an icon normally located in the
upper-right or -left corner that allow options to appear. Locate the options
that include the copy function.
13. Go to another folder located on your internal storage. Select the Paste
option.
Instructor initials: _____________
14. Delete the original and copied photograph.
 Instructor initials: _____________
15. Power off the device and return it to the original location.

Apple
16. Power on the Apple device.
17. Access the Camera app by touching the Camera icon on the home screen.
18. Tap the icon of the camera to take the picture. Frequently, there is a sound
effect of a camera shutter. Take a picture.
19. Notice how a small image of the photograph is available in the lower-left
corner. Tap the graphic of the photo. Note that you can also access the
photograph using the Photos home screen icon.
20. Options are available in the top-right corner. If these options have
disappeared, just tap the photo.
Describe three options available at the top of a photograph.
Answers may vary a little, but three of the following will be common
answers: Edit, Slideshow, a box with an arrow, a trash can, and Done.
21. Select the option that has a box with an arrow in it. Select Email Photo.
22. In the To: textbox, type a valid email address such as your own by tapping
inside the blank space to the right of To:. See the instructor if you don’t
know of an email address to use.
What email address did you use?
_______________________________________________________________________
23. In the Subject textbox, type Class photo. Notice how the photo is already
attached to the email.
24. Tap the Send button in the top-right corner of the email.
25. Take another photograph.
26. Either using the Camera app or the Photos app, relocate the original
photograph.
27. Tap the photo to bring up the options in the right corner if they are not
showing. Select the Slideshow icon.
28. Select a type of transition by tapping the Transitions option.
What transition did you choose?
_______________________________________________________________________
29. Select Start Slideshow. Stop the slideshow by tapping on the screen.
 Instructor initials: _____________
30. Delete the two photographs.
Instructor initials: _____________
31. Power off the device and return it to the original location.

Lab 11.5 Connecting a Mobile Device to a Wi-Fi network

Objective:
To be able to connect an Android or Apple iOS-based device to
an IEEE 802.11 Wi-Fi network
Parts:
Android device or Apple iOS device
Procedure:
Complete the following procedure and answer the accompanying
questions.
Note:
Android is an open source operating system. The operating
system may be modified by the vendor. Android simulators are
available for free and can be used for the Android portion of this
lab.

Android
1. If working on an Apple device, please go to Step 7. Power on the Android
device.
2. Access the Home screen by pressing the home button. Locate the Settings
option by swiping if necessary.
3. Tap the Settings option > optionally Wireless and network > Wi-Fi/Wi-Fi
settings.
4. Tap the Wi-Fi network you want to join. Optionally enter the security
credentials > Connect. Note that if the Wi-Fi network is not shown because
the wireless access point is not broadcasting the SSID (see Chapter 14 for
more information), then you can tap the Add Wi-Fi network option at the
bottom of the page and enter the relevant SSID and security credentials.
5. Verify the wireless symbol shows at the top of the mobile device.
6. To disconnect from a network, tap the connected network > Forget.
Apple
7. If working on an Android device, please go to Step 1. Power on the Apple
device.
8. Access the home screen by pressing the home button. Locate the Settings
option by swiping if necessary.
9. Tap the Settings option > Wi-Fi. Ensure Wi-Fi is enabled by tapping the
button to the far right of the option to the enabled (right) side.
10. Tap the Wi-Fi network you want to join. Optionally enter the security
credentials > Join. Note that if the Wi-Fi network is not shown because the
wireless access point is not broadcasting the SSID (see Chapter 14 for
more information), then you can tap the Other option at the bottom of the
page and enter the relevant SSID and security credentials.
11. Verify the wireless symbol shows at the top of the mobile device.
12. To disconnect from a network, tap the connected network > Forget This
Network.