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A+ Guide to IT Technical Support, 9th Edition

A+ Guide to IT Technical Support, 9th Edition. Chapter 16 Supporting Mobile Operating Systems. Objectives. Identify and use significant features of Android, iOS, and Windows mobile operating systems Configure, synchronize, and troubleshoot mobile devices that use the iOS

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A+ Guide to IT Technical Support, 9th Edition

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  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

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