A+ Guide to IT Technical Support, 9th Edition

1. A+ Guide to IT Technical Support, 9th Edition Chapter 16 Supporting Mobile Operating Systems

2. Objectives • Identify and use significant features of Android, iOS, and Windows mobile operating systems • Configure, synchronize, and troubleshoot mobile devices that use the iOS • Configure, synchronize, and troubleshoot mobile devices that use the Android • Configure, synchronize, and troubleshoot Windows mobile devices A+ Guide to IT Technical Support, 9th Edition

3. Operating Systems Used on Mobile Devices • Mobile OSs are factory installed • Android OS by Google • Based on Linux • Used on variety of smart phones and tablets • Most popular OS for smart phones • iOS by Apple • Based on Mac OS X • Used on iPhone, iPad, iPod Touch A+ Guide to IT Technical Support, 9th Edition

4. Operating Systems Used on Mobile Devices • Windows Phone (WP) by Microsoft • Based on Windows and used on various smart phones (not tablets) • Less than 3% of smart phones sold today use WP • Remaining market share is shared by: • Java Micro Edition (ME) by Oracle • Symbian OS • BlackBerry OS • Kindle Fire by Amazon A+ Guide to IT Technical Support, 9th Edition

5. Android OS by the Open Handset Alliance and Google • Based on Linux: Linux and Android are open source • Releases of Android based on dessert names • Froyo • Gingerbread • Honeycomb • Ice Cream Sandwich • Jellybean • KitKat • Lollipop • Future releases will following alphabetical order A+ Guide to IT Technical Support, 9th Edition

6. Android OS by the Open Handset Alliance and Google • Android’s launcher (GUID) supports windows, panes, 3d graphics • Connects to Wi-Fi, Bluetooth, cellular networks • Users can configure up to five custom software buttons • Called Home touch buttons • Up to seven apps can be pinned to Favorites tray • Notifications provide alerts and related information about apps and social media A+ Guide to IT Technical Support, 9th Edition

7. Android OS by the Open Handset Alliance and Google • Android apps • are sold or freely distributed from any source or vendor • Google Play is the official source for apps • Called the Android marketplace • Most apps are written using Java using the Android software developer kit (SDK) • All part of an app are published as a package of files wrapped into one file with an .apk extension • Android Application Package (APK) format A+ Guide to IT Technical Support, 9th Edition

8. Android OS by the Open Handset Alliance and Google Figure 16-1 This LG smart phone has the Android Lollipop OS installed A+ Guide to IT Technical Support, 9th Edition

9. Android OS by the Open Handset Alliance and Google Figure 16-3 Use the Play Store app to (a) search Google Play for apps, music, e-books, movies, and more that you can download, as well as (b) updates to apps you already have A+ Guide to IT Technical Support, 9th Edition

10. iOS by Apple • iOS is proprietary software from Apple based on Mac OS X • Only used by Apple devices • iPhone • iPad • iPod touch • Apple is sole developer and can maintain strict standards on its products A+ Guide to IT Technical Support, 9th Edition

11. iOS by Apple Figure 16-4 An iPad, an iPad mini, and an iPhone 6 Plus iPhone by Apple have iOS version 5.1 installed A+ Guide to IT Technical Support, 9th Edition

12. iOS by Apple • iOS Apps • Are only available through the its App Store • Can use the iTunes Store app to search, purchase, and download content • iPads and iPods must be activated by signing into the device with an Apple ID or user account • A process called jailbreaking allows users to download software from sources other than Apple • Void any manufacturer warranty on the device A+ Guide to IT Technical Support, 9th Edition

13. Windows Phone by Microsoft • WP by Microsoft is a simplified version of the Windows OS designed for desktops, laptops, and tablets • Windows Phone 8.1 corresponds to Windows 8.1 • Windows Phone does not have a desktop screen • Most Windows phones have three buttons below the screen • Start button accesses the Start screen • Windows phones rely primarily on the Start screen for accessing apps A+ Guide to IT Technical Support, 9th Edition

14. Windows Phone by Microsoft Figure 16-8 Press and hold the Start button to activate Cortana, the Windows Virtual assistant A+ Guide to IT Technical Support, 9th Edition

15. Windows Phone by Microsoft • Windows Phone Apps • Obtained through Microsoft Store • Availability of apps are more limited than what can be found for Android or iOS • Windows 10 Mobile will be more compatible with Android and iOS • Number of apps should increase • Apps can be obtained from third-party websites A+ Guide to IT Technical Support, 9th Edition

16. Comparing Open Source and Closed Source Operating Systems • Developers for iOS (closed source) only have access to APIs, which are calls to the OS • Apps must be tested and approved before being sold in the App store • Better assurance of high quality apps • Centralized app purchasing • Android apps (open source) can be obtained from many sources • No assurance of quality • Market is not always convenient for developers • Many variations of Android exist, creating incompatibilities A+ Guide to IT Technical Support, 9th Edition

17. Configure, Sync, and Troubleshoot iOS Devices • Most of the settings required to support an iOS device are in the Settings app • Configure the iOS and apps • Find it on the home screen • Tap the Settings app and search through its menus and submenus until you find what you need A+ Guide to IT Technical Support, 9th Edition

18. Configure iOS Network Connections • Cellular Connection • Must have a subscription with your carrier that includes a cellular data plan • Information that might be used when a connection is first made: • IMEI – a unique number that identifies each mobile phone or tablet device • IMSI – a unique number that identifies a cellular subscription for a device or subscriber • ICCID – identifies the SIM card if the card is used A+ Guide to IT Technical Support, 9th Edition

19. Configure iOS Network Connections • Cellular Connection • CDMA carriers are likely to require that a cellular device have a Removable User Identity Module (R-UIM) • A small card similar to a SIM card • Contains a database file called the PRL (Preferred Roaming List), which lists the preferred service providers or radio frequencies our carrier wants the device to use A+ Guide to IT Technical Support, 9th Edition

20. Configure iOS Network Connections • Bluetooth Connection • Use Settings to turn on Bluetooth • Two Bluetooth device begin the pairing process • A Bluetooth PIN code might be required • Wi-Fi Connection • Use Setting to turn on Wi-Fi • On the Wi-Fi screen you can view available Wi-Fi hotspots, see which Wi-Fi network you are connected to, turn Wi-Fi off and on, and decide whether the device needs to ask before joining a network A+ Guide to IT Technical Support, 9th Edition

21. Configure iOS Network Connections • VPN Connection • A mobile device can be configured to communicate securely over a VPN • To create a VPN connection, tap Settings, General, scroll down and tap VPN • Tap Add VPN Configuration • Follow directions to complete the connection A+ Guide to IT Technical Support, 9th Edition

22. Configure iOS Email • Email can be managed in a one of two ways • Using a browser • Using an email client • Smart phones use a built-in mail app • To configure the Mail app on iOS you need the following: • Your email address and password • Names of your incoming and outgoing email servers • Type of protocol your incoming server uses (POP or IMAP) • Security protocols used A+ Guide to IT Technical Support, 9th Edition

23. Configure iOS Email • Email can be managed in a one of two ways • Using a browser • Using an email client • Smart phones use a built-in mail app • To configure the Mail app on iOS you need the following: • Your email address and password • Names of your incoming and outgoing email servers • Type of protocol your incoming server uses (POP or IMAP) • Security protocols used A+ Guide to IT Technical Support, 9th Edition

24. Sync, Back Up, and Restore from Backup in iOS • On Apple devices, you can backup iOS settings, email, documents, and other data using iTunes or iCloud • iTunes backs up to your computer • iCloud backs up to storage on Apple web sites at www.icloud.com • Advantages: • To iCloud: devices automatically back up to iCloud and Apple is responsible for protecting your backups • To iTunes: you have more control over your backups and the cost for storage is less A+ Guide to IT Technical Support, 9th Edition

25. Sync, Back Up, and Restore from Backup in iOS • Use iCloud Drive to Sync Content • Apple ID gives you a free iCloud account at icloud.com • Can sync files stored on iCloud Drive with any Apple mobile device or personal computer • When you turn on iCloud Drive on an Apple device • Content stored on your iCloud drive is automatically synced with your device A+ Guide to IT Technical Support, 9th Edition

26. Sync, Back Up, and Restore from Backup in iOS • To use iCloud Backup to backup content: • iCloud Backup requires iOS 5 or higher • Turn on iCloud Backup • Tap Settings, then iCloud, tap Backup • Select items to back up • iCloud Backup normally backs up whenever your device is connected to Wi-Fi • Can manually back up on the Backup screen by tapping Back Up Now A+ Guide to IT Technical Support, 9th Edition

27. Sync, Back Up, and Restore from Backup in iOS • Use iTunes to Back Up and Sync Content • Make sure computer qualifies for iTunes • Download and install iTunes software • Connect your device to your computer via USB port • To see options for backups, syncing, and transferring, in the iTunes window, click File and click Devices • To backup device to computer, click Back Up • iTunes automatically syncs most information on the device (see following slide) • Use the Settings menu to choose what content to sync A+ Guide to IT Technical Support, 9th Edition

28. Sync, Back Up, and Restore from Backup in iOS • Use iTunes to Back Up and Sync Content (cont’d) • iTunes automatically syncs: • Contacts • App data and app settings • Documents • Calendar • Call history • Photos and videos taken by the device • Wi-Fi and email passwords (Microsoft Exchange info) • Bookmarks • Text and voice messages A+ Guide to IT Technical Support, 9th Edition

29. Sync, Back Up, and Restore from Backup in iOS • Restore From an iTunes Backup • Connect the device to iTunes • Select the device to show the Summary page • In the Backups section, click Restore Backup in the shortcut menu • Also, when setting up a new device and you first connect it to iTunes on your computer • It will ask if you want to restore from backup or set up the device as a new device A+ Guide to IT Technical Support, 9th Edition

30. Sync, Back Up, and Restore from Backup in iOS • Use AirDrop and Handoff to Sync Content • AirDrop is a feature (beginning with iOS 7) that can be used to easily transfer files between devices • Uses Bluetooth to detect nearby compatible devices • Creates a peer-to-peer network • Handoff is another synchronization tool designed to connect devices that all use the same Apple ID • Can start a task on one device and then pick up that task on another device A+ Guide to IT Technical Support, 9th Edition

31. Troubleshoot iOS Devices • Troubleshooting tools you should use in order: • Close running apps • Uninstall and reinstall an app • Restart the device • Reset the device • Update iOS • Update from Recovery mode using iTunes • Reset all settings • Erase all data and settings • Restore the device A+ Guide to IT Technical Support, 9th Edition

32. Troubleshoot iOS Devices • Troubleshooting tools you should use in order (cont’d): • Restore the device from Recovery mode using iTunes • If the device is still not working properly, search for more troubleshooting tips on the Apple website: support.apple.com A+ Guide to IT Technical Support, 9th Edition

33. Troubleshoot iOS Devices • Common Problems and Solutions: • Touch screen not responsive • Clean the screen with a soft, damp cloth • Don’t use the touch screen when your hands are wet • Remove any plastic sheet or film protecting screen • Dim display • Open Control Center and adjust brightness • Weak cellular signal • Use Wi-Fi to connect to the Internet • No sound or distorted sound from speakers • Check volume setting and check to see if Bluetooth is on A+ Guide to IT Technical Support, 9th Edition

34. Troubleshoot iOS Devices • Common Problems and Solutions (cont’d): • Screen won’t rotate • Look in Control Center to ensure the orientation isn’t locked • Orientation Lock icon is a padlock symbol with an arrow circling around it • Bluetooth connectivity issues • Delete all unknown devices • Wi-Fi connectivity issues • Make sure access point and router are working • Disconnect and then reconnect to the network A+ Guide to IT Technical Support, 9th Edition

35. Troubleshoot iOS Devices • Common Problems and Solutions (cont’d): • Overheating • If device is too hot to touch safely, power off and replace the device • Don’t use device in direct sunlight for long periods of time • Location services not working in apps • Check the Location Services settings • System lockout • Wait until timer counts down on the screen and attempt to enter passcode again A+ Guide to IT Technical Support, 9th Edition

36. Configure, Sync, and Troubleshoot Android Devices • Because Android is open source, different manufacturer’s devices may require different steps to configure the device and OS • You should use the user guide for each device you are supporting • Most settings you will need are in the Settings app • Some setting options might rely on third-party apps A+ Guide to IT Technical Support, 9th Edition

37. Configure Android Network Connections • To configure settings on an Android device, use the Settings app, which can be found in the Apps Drawer or on the Notifications shade • Network connections are configured using the Settings screen, available settings include: • Turn Airplane mode on or off • Turn Wi-Fi on or off and configure Wi-Fi access points • Turn Wi-Fi calling on or off • Turn Bluetooth on or off • Share and connect A+ Guide to IT Technical Support, 9th Edition

38. Configure Android Network Connections • Network connections are configured using the Settings screen, available settings include (cont’d): • Set up tethering • Set up a VPN A+ Guide to IT Technical Support, 9th Edition

39. Configure Android Email • Since Google owns Gmail, it’s easy to configure a Gmail account on Android • Once configured, you can sync books, calendars, contacts, Gmail, and Google Photos • To set up a Gmail account, tap the Gmail app on the home screen and enter your Gmail account and password • Other types of accounts can be automatically configured by Android A+ Guide to IT Technical Support, 9th Edition

40. Configure Android Email Figure 16-36 (a) Android can automatically configure several types of accounts, but (b) manual setup is available if needed A+ Guide to IT Technical Support, 9th Edition

41. Sync, Update, Back Up, and Restore from Backup with Android • Android offers a number of options for these tasks • Automatically sync using online accounts: Gmail, Facebook, Twitter, Dropbox, LinkedIn etc. have sync functions • Use third-party syncing apps: for personal files such as pictures, music, and videos there are several sync apps • OneDrive will sync entire folders in the background • Dropbox only sync fires placed in the app’s own folder • Sync apps with your app source • Google Play allows apps to be updated automatically or manually A+ Guide to IT Technical Support, 9th Edition

42. Sync, Update, Back Up, and Restore from Backup with Android • Android updates are automatically pushed to the device by the manufacturer • You can also manually check for updates • Go to the Settings app and tap About • On the About screen, tap System updates or Software update (or similar item) • Before installing an update • Read the release instructions about the update, called the Product Release Instructions (PRI) A+ Guide to IT Technical Support, 9th Edition

43. Sync, Update, Back Up, and Restore from Backup with Android • Syncing emails contact, calendar, photos, etc., through online accounts servers as a useful backup • App data, Wi-Fi passwords, and other settings can be backed up directly through the Android OS • Go to Settings app, tap Backup & reset • Make sure that Back up my data is checked • Backup data is stored on Google’s servers and is connected with your Google account A+ Guide to IT Technical Support, 9th Edition

44. Troubleshooting Android Devices • Some steps to try to resolve Android problems • Force a reboot by pressing and holding the power button or by battery removal • Uninstall and reinstall a app • Update Android • Use Safe Mode • Update firmware • Use Recovery mode • Factory reset or hard reset using the Settings app • Should be last resort (erases all data and settings) A+ Guide to IT Technical Support, 9th Edition

45. Troubleshooting Android Devices • How to handle common problems: • Dropped calls • Try updating firmware • Wireless connectivity problems • On the Wi-Fi screen, tap menu icon, tap Advanced Wi-Fi, uncheck Wi-Fi signal weak so that the device will attempt to maintain a connection even with a weak signal • Bluetooth not connecting • Make sure Bluetooth is turned on and check settings A+ Guide to IT Technical Support, 9th Edition

46. Troubleshooting Android Devices • How to handle common problems (cont’d): • Apps not loading • May be due to insufficient space • Uninstall unused apps and delete unnecessary files • Slow performance • May have too many apps open, try closing some • Short battery life • Disable wireless connections and close apps when you’re not using them • May need to look into a replaceable battery A+ Guide to IT Technical Support, 9th Edition

47. Troubleshooting Android Devices • How to handle common problems (cont’d): • Dim display • Use brightness slider to change brightness • Make sure the Auto option is not selected so you have control over the screen’s brightness level • Inaccurate touch screen response • Remove protective cover • Check accessibility settings in the Settings app • Overheating • Turn the screen off for a while and close unneeded apps A+ Guide to IT Technical Support, 9th Edition

48. Troubleshooting Android Devices • How to handle common problems (cont’d): • Unable to decrypt email • May need to generate a new public key and private key and distribute new pubic key to those who send you encrypted email • System lockout • Wait until timer counts down and try again • If passcode or screen swipe doesn’t work, enter your Google account and password associated with device • Google offers many solutions • Go to accounts.google.com and search for methods A+ Guide to IT Technical Support, 9th Edition

49. Troubleshooting Android Devices • Rooting is similar to jailbreaking an iOS device • The process of obtaining root or administrative privileges to an Android device • Gives you complete access to the file system, and all commands and features • To root a device: • Download and use third-party software • For some manufacturers, rooting will void a warranty • Some carriers will refuse technical support for a rooted device A+ Guide to IT Technical Support, 9th Edition

50. Configure, Sync, and Troubleshoot Windows Mobile Devices • Windows Phone tiles and menus are different from Android and iOS icon-based launchers • But settings, options, and troubleshooting tools closely resemble those of Windows 8 A+ Guide to IT Technical Support, 9th Edition