• View
• Edit
• History
• Print

Chapter 8 - Mobile Devices

8.0 Mobile Devices

8.0.1 Introduction >8.0.1.1 Introduction

The image on this page shows a mobile smartphone standing vertically on top of two tablets.

8.1 Mobile Device Hardware Overview

8.1.1 Mobile Device Hardware >8.1.1.1 Non-Field Serviceable Parts

Image 1 on this page shows an Apple iPhone with the back removed revealing the battery.

Image 2 on this page shows the Galaxy Nexus Smartphone battery.

Image 3 on this page shows a micro SD card.

Image 4 on this page shows a sim card.

8.1.1 Mobile Device Hardware >8.1.1.2 Non-Upgradeable Hardware

The image obn this page shows an iPhone circuit board.

8.1.1 Mobile Device Hardware >8.1.1.3 Touchscreens

The image on this page shows a person touching the screen of an apple iPhone and an Apple iPad.

8.1.1 Mobile Device Hardware >8.1.1.4 Solid State Drives

The image on this page shows an SSD board which consists of multiple RAM chips in 3 lines of 4 modules as well as a controller chip.

8.2 Mobile Operating Systems

8.2.1 Android versus iOS >8.2.1.1 Open Source versus Closed Source

The image on this page shows the Android graphic user interface and iOS graphic user interface which are similar in design and based on icon and touch navigations to perform actions.

8.2.1 Android versus iOS >8.2.1.2 Application and Content Sources

Image 1 on this page shows the Google Play store where Android users can purchase apps.

Image 2 on this page shows a QR code which is a specially designed picture consisting of multiple black and white pixilated squares and squiggly lines. See page notes for full description.

Image 3 on this page shows the Apple App Store where iOS users can purchase apps.

Image 4 on this page shows the installation permissions window that is displayed when installing the Angry Birds app on an Android device.

8.2.2 Android Touch Interface >8.2.2.1 Home Screen Items

Image 1 on this page shows an android home screen. The screen displays the following:

• Top left, Google Search
• Top centre, Home Screen Indicator
• Bottom left, Navigation Icons
• Bottom centre, Open Mini App Tray
• Bottom right, System Icons

Image 2 on this page shows the following Android navigation icons from image 1:

• Back
• Home
• Recent Apps
• Menu

Image 3 on this page shows the Android notification area. Some of the available options include:

• Dismiss All Notifications
• Toggle Often UseSettings
• Adjust the Screen Brightness
• Quick Settings
• Respond to Notifications

8.2.2 Android Touch Interface >8.2.2.2 Managing Apps, Widgets, and Folders

The image on this page shows an Android Home Screen. The screen displays the following:

• Top right, All Apps Icon
• Centre, widget
• Centre right, folders
• Bottom, Apps

8.2.2 Android Touch Interface >8.2.2.3:Lab - Working with Android

See IT Essentials 5.0 Labs and Worksheets Accessible Files

8.2.3 iOS Touch Interface >8.2.3.1 Home Screen Items

Image 1 on this page shows the Apple iPhone Home button. See page notes for full description.

Image 2 on this page shows a picture of the Apple iPad Notification Center located at the top centre of the iOS screen.

Image 3 on this page shows the Apple iPad Spotlight Search feature. See page notes for full description.

8.2.3 iOS Touch Interface >8.2.3.2 Managing Apps and Folders

Image 1 on this page shows the Apple iPad Multitasking Bar.

Image 2 on this page shows the an Alert Badge at the top right corner of an app on the Apple iPad home screen.

8.2.3 iOS Touch Interface >8.2.3.3: Lab - Working with iOS

8.2.4 Common Miobile Device Features >8.2.4.1 Screen Orientation and Calibration

Image 1 on this page shows the Android Settings with Auto-rotate screen enabled.

Image 2 on this page shows Apple iPad Multitasking Bar with Rotation Lock and Brightness Adjustment highlighted.

Image 3 on this page shows the Android Brightness settings. The options are:

• Automatic brightness checkbox
• Manual slider

8.2.4 Common Miobile Device Features >8.2.4.2 GPS

Image 1 on this page shows the Location Services tab in Android settings with GPS satellite checked.

Image 2 on this page shows the Privacy tab in iOS settings with location services set to ON.

8.2.4 Common Miobile Device Features >8.2.4.3: Lab - Mobile Device Features - Android and iOS

See IT Essentials 5.0 Labs and Worksheets Accessible Files

8.2.4 Common Miobile Device Features >8.2.4.4: Worksheet - Mobile Device Information

See IT Essentials 5.0 Labs and Worksheets Accessible Files

8.3 Network Connectivity and Email

8.3.1 Wireless and Cellular Data Network >8.3.1.1 Wireless Data Network

Image 1 on this page shows the Android Settings with Wi-Fi set to ON.

Image 2 on this page shows the Wi-Fi tab in iOS Settings with Wi-Fi set to ON.

8.3.1 Wireless and Cellular Data Network >8.3.1.2: Lab - Mobile Wi-Fi - Android and iOS

8.3.1 Wireless and Cellular Data Network >8.3.1.3 Cellular Communications

Image 1 on this page shows the Android Mobile network settings with Data enabled checked.

Image 2 on this page shows the iOS Network settings with Cellular Data set to ON.

8.3.2 Bluetooth >8.3.2.1 Bluetooth for Mobile Devices

Image 1 on this page shows a Bluetooth Handsfree Headset.

Image 2 on this page shows the Galaxy Nexus Bluetooth tethering and portable hotspot settings with Bluetooth tethering checked.

8.3.2 Bluetooth >8.3.2.2 Bluetooth Pairing

The image on this page shows the iOS Bluetooth pairing request that asks the user to enter the device pin number.

8.3.3 Configuring Email >8.3.3.1 Introduction to Email

Image 1 on this page shows Windows Live Mail

Image 2 on this page shows the Windows Live Mail server configuration wizard. This allows the user to alter settings such as server type, server address, port, authentication type and logon user name.

8.3.3 Configuring Email >8.3.3.2 Activity - Matching Email Protocols

The figure on this page is an interactive activity that allows the learner to match email protocols with their descriptions.

The email protocols are:

• SMTP
• MIME
• POP3
• IMAP

The descriptions are:

• Uses Post Office protocol to download email.
• Used to download email and synchronize email folders.
• Used to send email containing ASCII text only.
• Used to send email containing text, pictures and documents.

The figure also has the following 2 buttons:

• Check
• Reset

8.3.3 Configuring Email >8.3.3.3 Android Email Configuration

The image on this page shows the Android Gmail set up log in window.

8.3.3 Configuring Email >8.3.3.4 iOS Email Configuration

The image on this page shows the iOS iCloud email account set up window.

8.3.4 Mobile Device Synchronisation >8.3.4.1 Types of Data to Synchronise

The image on this page shows the Accounts and sync tab in Android Settings.

8.3.4 Mobile Device Synchronisation >8.3.4.2 Application Installation Software Requirements

The image on this page shows the Music tab in Apple iTunes.

8.3.4 Mobile Device Synchronisation >8.3.4.3 Synchronisation Connection Types

The image on this page shows the Apple iTunes Summary tab when performing a sync with an ipad 2.

8.4 Methods for Securing Mobile Devices

8.4.1 Passcode Locks >8.4.1.1 Overview of Passcode Locks

Image 1 on this page shows the Android Screen Lock window listing the following passcode lock options:

• None
• Slide
• Face Unlock
• Pattern
• PIN
• Password

Image 2 on this page shows the iOS Set Passcode window.

8.4.1 Passcode Locks >8.4.1.2 Lab - Passcode Locks - Android and iOS

See IT Essentials 5.0 Labs and Worksheets Accessible Files

8.4.1 Passcode Locks >8.4.1.3 Restrictions on Failed Login Attempts

Figure 1 on this page shows an image of the iPad is disabled message.

Figure 2 on this page shows the following table listing time delay for failed attempts at logging into an iOS device:

iOS Failed Passcode Attempts
Failed Attempts	Additional Time Device is Disabled	Total Time Device is Disabled
1 to 5	0	0
6	1 minute	1 minute
7	5 minute	6 minute
8	15 minute	21 minute
9	60 minute	81 minute
10	60 minute	141 minute
11	Device Data Deleted

Figure 3 on this page shows an image of iOS Passcode Lock screen with Erase Data set to ON. See page notes for full description.

8.4.2 Cloud-Enabled Services for Smart Devices >8.4.2.1 Remote Backup

The image on this page shows the iCloud tab in iOS Settings. See page notes for full description.

8.4.2 Cloud-Enabled Services for Smart Devices >8.4.2.2 Locator Applications

The image on this page shows the iOS Find My iPhone application. See page notes for full description.

8.4.2 Cloud-Enabled Services for Smart Devices >8.4.2.3 Remote Lock and Remote Wipe

Image 1 on this page shows the remote lock option in the iOS Find My iPhone application.

Image 2 on this page shows the Erase IPhone option in the iOS Find My iPhone application.

8.4.3 Software Security >8.4.3.1 Antivirus

The image on this page shows the following brands of antivirus software for mobile devices

• Norton Antivirus
• McAfee Internet Security
• Kasperskey Pure Total Security
• Kasperskey Anti Virus
• Trend Micro Titanium Anti Virus
• Avast Pro Anti Virus
• ZoneAlarm Antivirus and Firewall
• Bitdefender Awake Internet security
• NOD32 Antivirus
• Panda Antivirus Pro
• CA Anti Virus Plus
• AVG Internet Security

8.4.3 Software Security >8.4.3.2 Patching and Updating Operating Systems

The image on this page shows the Software update option in the Android Notification window.

8.5 Basic Troubleshooting Process for Mobile Devices

8.5.1 Applying the Troubleshooting Process to Mobile Devices >8.5.1.1 Identify the Problem

The figure on this page shows the following table listing the first step in troubleshooting laptop problems:

Step 1: Identify the Problem
Open-Ended Questions.	What is the problem you are experiencing? What is the make and model of your mobile device? What service provider do you have? What apps have you installed recently?
Close-ended Questions	Has this problem happened before? Has anyone else used the mobile device? Is your mobile device under warranty? Have you modified the operating system on the mobile device? Have you installed any apps from a unapproved source? Does the mobile device connect to the internet?

8.5.1 Applying the Troubleshooting Process to Mobile Devices >8.5.1.2 Establish a Theory of Probable Cause

The figure on this page shows the following table listing the second step in troubleshooting laptop problems:

Step 2: Establish a Theory of Probable Cause

Common causes of mobile device problems

The power button is broken The battery can no longer hold a charge The mobile device cannot send or receive email There is excessive dirt in the speaker, microphone, or charging port The mobile device has been dropped The mobile device has been submerged An app has stopped working A malicious app has been side loaded The mobile device has frozen The mobile device software or apps are not up to date A user has forgotten their passcode

8.5.1 Applying the Troubleshooting Process to Mobile Devices >8.5.1.3 Test the Theory to Determine Cause

The figure on this page shows the following table listing the third step in troubleshooting laptop problems:

Step 3: Test the Theory to Determine Cause
Common steps to determine cause
Force a running app to close Reconfigure email account settings Restart the mobile device Plug the mobile device into AC outlet Replace the mobile device battery Rest the mobile device to factory defaults Restore the mobile device from a backup Remove any removable battery and reinstall it Connect IOS device to iTunes Clean the speaker, microphone, charging port, or other connection ports Update the mobile device software and apps

8.5.1 Applying the Troubleshooting Process to Mobile Devices >8.5.1.4 Establish a Plan of Action to Resolve the Problem and Implement the Solution

The figure on this page shows the following table listing the fourth step in troubleshooting laptop problems:

Step 4: Establish a Plan of Action to Resolve the Problem and Implement the Solution
If no solution is achieved in the previous step, further research is needed to implement the solution.	Helpdesk Repair Logs Other technicians Manufacturer FAQs Technical websites Device Manual Online Forums Internet Search

8.5.1 Applying the Troubleshooting Process to Mobile Devices >8.5.1.5 Verify Full System Functionality and Implement Preventative Measures

The figure on this page shows the following table listing the fifth step in troubleshooting laptop problems:

Step 5: Verify Full System Functionality and Implement Preventative Measures
Verify full system functionality and if applicable implement preventive measures	Reboot the mobile device Browse the internet using WI-FI Browse the internet using 4G, 3G, or another carrier network type Make a phone call Send a text message Open different types of apps Operate the mobile device using only the battery

8.5.1 Applying the Troubleshooting Process to Mobile Devices >8.5.1.6 Document Findings, Actions, and Outcomes

The figure on this page shows the following table listing the sixth step in troubleshooting laptop problems:

Step 6: Document Findings, Actions, and Outcomes
Document your findings, actions, and outcomes
Discuss the solution implemented with the customer Have the customer verify the problem has been solved Provide the customer with all paperwork Document the steps taken to solve the problem in the work order and technician's journal Document any components used in the repair, Document the time spent to solve the problem

8.5.2 Common Problems and Solutions for Mobile Devices >8.5.2.1 Identify Common Problems and Solutions

The figure on this page shows the following table listing common laptop problems and solutions:

Identify the Problem	Probable Cause	Possible Solutions
The mobile device will not connect to the internet.	Wi-Fi is not available. Wi-Fi turned off. Wi-Fi settings are incorrect. There is no carrier data network in range.	Move to within the boundaries of a Wi-Fi network. Turn on Wi-Fi. Reconfigure Wi-Fi settings. Move to within the boundaries of a carrier data network.
The mobile device will not turn on.	The battery is drained. The power button is broken. The device has failed.	Charge the mobile device or replace the battery with a charged battery. Contact customer support to determine the next course of action.
An app fails to respond.	The app does not work correctly. The app failed to close correctly.	Force the app to close. Restart the mobile device. Reset the mobile device. Remove and reinsert the mobile device battery.
The mobile device is frozen and fails to respond.	The operating system has encountered an error. An app has caused the operating system to freeze.	Force the app to close. Restart the mobile device. Reset the mobile device. Remove and reinsert the mobile device battery.
The mobile device cannot send or receive email.	The mobile device is not connected to the internet. The email account settings are incorrect.	Connect the device to a Wi-Fi or cellular data network. Reconfigure the email account settings.
A tablet fails to charge or charges very slowly when connected to AC power.	The tablet is in use when charging. The AC adapter does not have enough amperage.	Turn off the tablet when charging. Use the AC adapter that came with the tablet. Use an AC adapter that has the correct amount of amperage.
A Smartphone cannot connect to the carrier's network.	The SIM card is not installed.	Install the SIM card.
The mobile device cannot install additional apps or save photos.	The mobile device is out of memory.	Insert a memory card or replace the memory card with a larger a larger one. Remove the unnecessary files. Uninstall unnecessary apps.
A mobile device cannot sync with a Bluetooth device.	The Bluetooth device is out of range of the mobile device. The pin code is incorrect. The Bluetooth device is not compatible with the mobile device.	Move the Bluetooth device to within range of the mobile device. Enter the correct pin code. Update the Bluetooth device or replace it with a compatible one.

8.5.2 Common Problems and Solutions for Mobile Devices >8.5.2.2: Lab - Troubleshooting Mobile Devices

See IT Essentials 5.0 Labs and Worksheets Accessible Files

8.6 Mobile Devices

8.6.1 Summary >8.6.1.1 Summary

The image on this page shows a mobile smartphone standing vertically on top of two tablets.

End of Chapter 8: Mobile Devices.

Next - Chapter 9: Printers.