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1056 Cards in this Set

  • Front
  • Back
  • 3rd side (hint)
Which of the following memory types has a clock speed of 400MHz?

A. PC133
B. PC2700
C. PC3200
D. PC10600
C. PC3200
A technician receives a Windows laptop that has not been operating correctly since a user
changed some registry settings by mistake. Which of the following should be attempted FIRST?

A. Reset the CMOS
B. Rollback to a restore point
C. Boot into Safe Mode
D. Reconfigure the BIOS
B. Rollback to a restore point
A technician encounters an IP address of 191.15.20.1. The IP address is a member of which of
the following classes?

A. Class A
B. Class B
C. Class C
D. Class D
B. Class B
Which of the following cables allows for the transfer of video and sound?

A. VGA
B. S-Video
C. DVI
D. HDMI
D. HDMI
Which of the following is placed directly on the CPU in a new computer system to aid in the
cooling process?

A. Heatsink
B. Fan
C. Liquid cooling system
D. Thermal compound
A. Heatsink
When determining a customer's specific issue, which of the following is the BEST approach?

A. Ask the customer to speak with someone else that may be able to help.
B. Ask open-ended questions to narrow the scope of the problem.
C. Ask a co-worker what the customer is trying to explain.
D. Ask focused questions that lead the customer with yes or no answers.
B. Ask open-ended questions to narrow the scope of the problem.
Which of the following printer types is the BEST for a technician to recommend to a company
needing to print 10,000 black and white pages per month?

A. Laser
B. Thermal
C. Inkjet
D. Dot Matrix
A. Laser
Which of the following keyboard combinations will lock a Windows XP workstation?

A. Windows Key + L
B. CTRL + ALT + Delete
C. Windows Key + CTRL + Backspace
D. Windows Key + CTRL + Escape
B. CTRL + ALT + Delete
A customer wants to be able to search the Internet wirelessly with their laptop, from any location.
Which of the following devices would be MOST effective in achieving this?

A. Bluetooth card
B. 802.11 a/b/gWiFicard
C. 802.11nWiFi card
D. Cellular WAN card
D. Cellular WAN card
A customer wants to connect an external projector to a laptop. The projector is plugged into the
external video port but no video is shown on the projector. Which of the following will correct the
problem?

A. Upgrade the BIOS.
B. Release the LCD cutoff switch.
C. Toggle theWiFi switch.
D. Toggle theFn key.
D. Toggle the Fn key.
A technician has determined that the primary hard drive has failed and the defective hard drive
has been replaced. According to the troubleshooting process, which of the following steps would
come NEXT?

A. Document the setting.
B. Establish a probable cause.
C. Verify full system operation.
D. Question the user.
C. Verify full system operation.
Which of the following commands is used to bring up the interface that allows a technician to edit
startup services and applications?

A. msinfo32
B. cmd
C. dxdiag
D. msconfig
D. msconfig
Explanation:
Built into Windows is a special tool called the "Microsoft System Configuration Utility" or simply "
MSCONFIG. " Designed to help you troubleshoot problems with your computer, MSCONFIG can
also be used to ensure that your computer boots faster and crashes less.
Most people know that the more programs you have running on your computer at once, the more
likely it is that your computer will either run slowly or even crash. What most people don't know is
that every time you boot your computer a whole mess of "hidden" programs load in the
background. Some of these hidden programs are essential, but most aren't. Turning off some of
these hidden programs can significantly increase your computer's performance and reliability.
Which of the following Windows Vista versions can be installed on a system with 512MB of RAM
and a 40GB HDD?

A. Home Basic
B. Home Premium
C. Ultimate
D. Business
A. Home Basic
Which of the following is an example of a manufacturer's image stored on a hard drive?

A. Factory Recovery Partition
B. OEM Version
C. Recovery CD
D. Network Install
A. Factory Recovery Partition
802.11n has the potential to support up to:

A. 11Mbps.
B. 20Mbps.
C. 54Mbps.
D. 100Mbps.
C. 54Mbps.
A CRT monitor is flickering very rapidly, making it very uncomfortable to view. This can be
corrected by:

A. Adjusting the refresh rate.
B. Adjusting the dot pitch.
C. Degaussing the monitor.
D. Adjusting the resolution.
A. Adjusting the refresh rate.
A PC is having its PSU replaced and the new PSU has a connector that is too large for the
motherboard's socket. Which of the following is needed to solve this issue?

A. The PC needs a NLX to ATX adapter.
B. The PC needs a 26-to-20 pin ATX adapter.
C. The PC needs a 24-to-20 pin ATX adapter.
D. The PC needs an AT-to-ATX adapter.
C. The PC needs a 24-to-20 pin ATX adapter.
Every time the computer starts a technician receives a message saying that the computer case
has been opened. Which of the following can be disabled in the BIOS to prevent this message
from appearing?

A. Trusted Platform Module (TPM)
B. Intrusion detection
C. WiFi Protected Access (WPA)
D. Firewall
B. Intrusion detection
Which of the following media types is MOST affected by the RPM rating?

A. SDD
B. Flash
C. Tape
D. HDD
D. HDD
A technician downloads an updated version of the driver for a sound card in Windows XP. After
extracting the driver, how would the technician update the driver?

A. Device Manager> expand 'Sound, video and game controllers'>double click on the name of the
sound card> Troubleshoot'
B. Start > Control Panel > Administrative Tools > Update Drivers>double click on 'Sound Card'
C. Start > Control Panel > Administrative Tools > Sound Devices > 'Update Driver'
D. Device Manager>Driver tab> Update Driver> Double click on the name of the sound card under
'Sound, video and game controllers'
A. Device Manager> expand 'Sound, video and game controllers'>double click on the name of the
sound card> Troubleshoot'
Which of the following connectors are used for musical equipment?

A. DVI
B. MIDI
C. 6-pin mini-DIN
D. HDMI
B. MIDI
Which of the following broadband technologies provides the FASTEST bandwidth speeds?

A. DSL
B. Cable
C. Satellite
D. Fiber
D. Fiber
Which of the following Windows utilities will identify issues with drivers and programs running
under Windows XP?

A. System Information
B. Hardware Compatibility List
C. Dr. Watson
D. Program Compatibility Wizard
C. Dr. Watson
Which of the following IP ranges is Class C?

A. 192.0.0.0-223.255.255.255
B. 128.0.0.0-191.255.255.255
C. 1.1.1.1-126.255.255.255
D. 224.0.0.0-255.255.255.0
A. 192.0.0.0-223.255.255.255
In the laser printing process, which of the following is true?

A. A wax-based substance is melted and applied directly to the media.
B. Toner is applied to a photoconductor and transferred to the media.
C. Heat is applied to heat-sensitive media to create an image.
D. Toner is sprayed to the media.
B. Toner is applied to a photoconductor and transferred to the media.
A computer fails POST with 1 long, and 2 short beeps. Which of the following components has
MOST likely failed?

A. Sound card
B. Power supply
C. NIC
D. Video card
D. Video card
IBM BIOS beep codes
Below are IBM BIOS Beep codes that can occur. However, because of the wide variety of models
shipping with this BIOS, the beep codes may vary.
Which of the following wireless network features grants the ability to select which devices connect
to a wireless network based on a device's hardware address?

A. WPA encryption
B. MAC filtering
C. NAT translation
D. SSID broadcasting
B. MAC filtering
Which of the following connector types is used on CAT5e cable?

A. RJ-45
B. ST
C. RJ-11
D. BNC
A. RJ-45
A technician is installing Windows Vista onto a new computer locally. Which of the following describes the method the technician would MOST likely use?

A. Floppy
B. DVD
C. Blu-Ray
D. PXE
Answer: B
A technician is repairing a keyboard issue, in which the keys are not typing anything within
document editing software. After questioning the user, the technician discovers that the user was
eating lunch while typing the document. The technician comes to the conclusion that liquid was spilled onto the keyboard. According to the troubleshooting theory, which of the following would be the NEXT step to follow?

A. Ask the user open-ended questions.
B. Make closing notes of the repair.
C. Replace the keyboard with a new keyboard.
D. Verify the system functionality.
C. Replace the keyboard with a new keyboard.
A technician is attempting to troubleshoot an inkjet printer. The printer successfully feeds paper
through the unit while running the manufacturer's print test, but nothing is being printed on the
paper. Which of the following should the technician do FIRST?

A. Check the ink cartridges for proper ink levels.
B. Check the toner levels in the printer.
C. Replace the fuser in this printer.
D. Update the firmware in the printer.
A. Check the ink cartridges for proper ink levels.
ATX power supplies normally provide which of the following voltages? (Select TWO).

A. 3.3
B. 5
C. 6
D. 15
E. 24
A. & B. 3.3 & 5
The power distribution specification defined that most of PSU's power should be provided on 5 V
and 3.3 V rails, because most of the electronic components (CPU, RAM, chipset, PCI , AGP and
ISA cards) used 5 V or 3.3 V for power supply.
Which of the following devices will allow a technician to use a single set of input devices on
several computers?

A. Barcode reader
B. Smart card reader
C. KVM
D. SCSI
C. KVM
The user has just installed a new video game on their computer, when the video game starts the
computer crashes. Which of the following should the technician perform FIRST?

A. Update the video driver
B. Roll back the video driver
C. Run a System Defragmentation
D. Perform a System Restore
A. Update the video driver
Thermal compound is designed to do which of the following?

A. Insulate a component from the friction of the heat sink
B. Reduce heat on a component through evaporation
C. Provide for heat transfer from a component to theheatsink
D. Quiet any vibration to aheatsink from a fan
A. Insulate a component from the friction of the heat sink
Which of the following ports need to be turned off on a firewall to block Telnet?

A. 21
B. 23
C. 25
D. 80
B. 23
QUESTION NO: 37

A technician needs to remotely access a user's PC in order to resolve a problem. Upon making
the connection, the technician discovers the customer has a confidential document open. Which of
the following steps would be BEST to take?

A. Close the document without commenting to the user and proceed with the work.
B. Ask the user to close the document so that the work can proceed.
C. Copy the document to a network drive as a backup so that work can proceed.
D. Leave the document open and do not mention it to the user and proceed with the work.
B. Ask the user to close the document so that the work can proceed.
Which of the following is a characteristic of a plenum-rated cable?

A. Recommended for analog phone lines
B. Flexible PVC outer jacket
C. Recommended for ceiling use only
D. Recommended for use in HVAC
D. Recommended for use in HVAC
In the past there has been a series of thefts including laptops with personal information on them.
Which of the following is the BEST way to protect the personal information and prevent
unauthorized access to the information in the event that a laptop is stolen?

A. Power on password
B. Intrusion detection
C. Complex logon passwords
D. Drive lock
A. Power on password
You can add a Power On password to your computer or laptop for added security. When the
system is first turned on it will prompt for the Power On password. Without it the computer will not continue to boot.
Which of the following connectors uses up to four pairs of wires when crimped?

A. RJ-45
B. RJ-11
C. BNC
D. LC
A. RJ-45
A technician is trying to install a previous-generation expansion card into their new laptop.
However, the card refuses to fit into the expansion slot. Which of the following is MOST likely the
reason?

A. The card needs to have the compatibility jumpers set before it can be installed into the system.
B. The card is a PCI Express card and the laptop supports PCMCIA.
C. The expansion slot needs to be enabled in the BIOS first.
D. The card is a PCMCIA card and the laptop supports PCI Express cards.
D. The card is a PCMCIA card and the laptop supports PCI Express cards.
A computer displays an error upon booting which says 'Operating System Not Found.' It has a
USB flash drive, USB printer, and USB webcam installed and connected. Which of the following is
MOST likely preventing the machine from booting normally?

A. The computer needs to be manually configured to boot off the internal SATA hard disk drive
upon startup.
B. The computer's BIOS has the flash drive above the hard disk in the boot order priority list.
C. The computer's BIOS has 'Full' set instead of' High Speed' under the USB settings area.
D. The computer's BIOS has the USB printer below the hard disk in the boot order priority list.
B. The computer's BIOS has the flash drive above the hard disk in the boot order priority list.
A laptop with an integrated 802.11 b/g card is unable to connect to any wireless networks. The
laptop was previously able to connect to wireless networks. Which of the following is MOST likely
the cause of this issue?

A. The wireless card is disabled in BIOS.
B. The wireless card drivers are not installed.
C. The wireless hardware switch is turned off.
D. The wireless card firmware requires an update.
C. The wireless hardware switch is turned off.
Which of the following adapter cards would need to be installed in a computer to allow printing to
the LPT1 port?

A. USB
B. Parallel
C. Serial
D. SCSI
B. Parallel
A parallel port is a type of interface found on computers (personal and otherwise) for connecting
various peripherals. In computing, a parallel port is a parallel communication physical interface. It
is also known as a printer port or Centronics port.
Port addresses
Traditionally IBM PC systems have allocated their first three parallel ports according to the
configuration in the table below.
A user has purchased a laptop that has no means to charge the battery. Which of the following
would the user MOST likely purchase?

A. USB cable
B. AC adapter
C. PCMCIA card
D. Replacement battery
B. AC adapter
A user has reported that the PC is not printing. Which of the following should the technician do
FIRST?

A. Replace the user's computer with a new one
B. Question the user as to when the problem started to occur
C. Clear the print queue of all current jobs
D. Reinstall the print drivers on the user's computer
B. Question the user as to when the problem started to occur
After hardware upgrades have been installed, the technician boots the computer system. No
display output is observed but a beeping is heard from the computer. Which of the following is the
MOST likely issue?

A. Hard drive cables are not connected.
B. BIOS chips are not seated properly.
C. The power supply is not functioning.
D. Video card is not seated properly.
D. Video card is not seated properly.
A technician is servicing a customer's color laser printer and notices excess toner in the printer.
Which of the following tools would BEST assist the technician in removing the excess toner?

A. Damp towel
B. Compressed air
C. Alcoholwipe
D. Computer vacuum
D. Computer vacuum
Which of the following can display statistical data regarding CPU usage, memory usage, and NIC
activity?

A. Hardware Profiles
B. Event Viewer
C. Device Manager
D. Performance Monitor
D. Performance Monitor
Which of the following is a best practice when installing multiple new internal devices and several
software programs?

A. Update the system BIOS
B. Make a backup
C. Boot in to Safe Mode
D. Remove all external devices
B. Make a backup
Which of the following IP ranges is Class A?

A. 128.0.0.0-191.255.255.255
B. 192.0.0.0-223.255.255.255
C. 224.0.0.0-255.255.255.0
D. 1.1.1.1-126.255.255.255
D. 1.1.1.1-126.255.255.255
Which of the following memory speeds is found with SDRAM?

A. PC3200
B. PC2700
C. DDR3-16000
D. PC100
D. PC100
Which of the following is considered to be an effect of static electricity?

A. POST error code 501
B. Component failures
C. Bad sectors on an HDD
D. Poor power regulation
B. Component failures
Which of the following is the system bus speed of a PC2700 memory?

A. 133MHz
B. 166MHz
C. 266MHz
D. 333MHz
D. 333MHz
Which of the following should the technician verify FIRST if the customer reports that a laptop
battery is not charging?

A. Remove all unneeded peripherals
B. Check the LCD cutoff switch
C. Verify backlight functionality
D. Swap the AC adapter
D. Swap the AC adapter
Which of the following devices is MOST likely used for data backups and stored off site?

A. Tape drive
B. Flash drive
C. CD-RW
D. Blu-Ray
A. Tape drive
Which of the following is used to display real-time disk operation information in Windows 2000
Professional?

A. Task Manager
B. Disk Part
C. Disk Management
D. Performance Monitor
D. Performance Monitor
Which of the following cables has a MAXIMUM recommended cable length of 100 meters (328
feet)?

A. Fiber
B. CAT3
C. Coaxial
D. CAT5
D. CAT5
Which of the following wireless security options offer the HIGHEST level of wireless network
protection?

A. Port blocking
B. WPA
C. MAC filtering
D. WPA2
D. WPA2
A technician has been asked to provide information on a new solvent being stored in the work
area. Which of the following sources should the technician consult?

A. Internet
B. Manager
C. MSDS
D. Container
C. MSDS
A customer has asked a technician what the difference is between a slower and faster RPM hard
disk drive. Which of the following would be the BEST way to explain this to the customer?

A. Create an analogy comparing drive speeds to CPU speeds.
B. Simply state the specifications of both hard drives.
C. Give the user several technical websites to research.
D. Compare the two hard disk speeds using a well-known story.
A. Create an analogy comparing drive speeds to CPU speeds.
A user reports that a laptop keyboard needs to be replaced because a certain key does not work.
Which of the following is the FIRST option to take?

A. Connect an external keyboard to test the issue.
B. Test the RAM because the keyboard buffer appears to be the problem.
C. Replace the laptop.
D. Replace the RAM.
A. Connect an external keyboard to test the issue.
When upgrading to a newer version of an OS, which of the following are best practices? (Select
TWO).

A. Upgrade the processor
B. Update the BIOS
C. Delete existing programs
D. Upgrade the firmware
E. Delete personal data
B. Update the BIOS
D. Upgrade the firmware
While a technician is working on an employee's computer, another user begins asking irrelevant
questions. It is inhibiting progress because the technician cannot concentrate and becomes
irritated. Which of the following is the BEST course of action?

A. Take a long break to step away to relax and refocus.
B. Leave the station and call another technician to complete the repair.
C. Request the manager to assist in the situation.
D. Politely inform the user that all questions will be answered later.
D. Politely inform the user that all questions will be answered later
A technician receives a computer that is having trouble printing to a network printer. After checking
to make sure the network printer is available, the technician checks the port the printer is assigned
to and finds it is set to LPT1:. Which of the following locations did the technician use to view the
port settings?

A. Start>Settings>Network Connections
B. Start>Settings>Control Panel>Administrative Tools
C. Start>Settings>Control Panel>Accessibility Options
D. Start>Settings>Printers& Faxes
D. Start>Settings>Printers& Faxes
A technician is installing a motherboard that has a 24-pin connector from the power supply to the
motherboard. Which of the following devices are the additional four pins used?

A. Extra drives
B. The processor
C. Extra RAM
D. Cooling system
B. The processor
m
Items that may be added to the Sidebar in Windows Vista are known as what?

A. Applets
B. Features
C. Widgets
D. Gadgets
D. Gadgets
On a Windows computer, a user is unable to print documents to locally attached printers or
network printers. The user was able to print previously. Which of the following is the MOST likely
cause of this issue?

A. Incompatible cabling
B. Printer hardware problem
C. Incompatible print driver
D. Print spooler is not running
D. Print spooler is not running
Which of the following should a technician avoid when dealing with a customer?

A. Personal calls
B. Cultural sensitivity
C. Timeliness
D. Positive attitude
A. Personal calls
Which of the following should be done to remove dust from the inside of a computer case?

A. Use a lint free cloth and glass cleaner
B. Use a dry paper towel and an anti-static strap
C. Use a slightly damp cloth and a vacuum
D. Use compressed air and a lint free cloth
D. Use compressed air and a lint free cloth
Which of the following WLAN protocols is in the 2.4GHz band with a maximum data rate of
11Mbps?

A. 802.11a
B. 802.11b
C. 802.11g
D. 802.11n
B. 802.11b
Which of the following software options would BEST protect against trojans and worms?

A. Anti-spyware software
B. Anti-adware software
C. Anti-virus software
D. Anti-spam software
C. Anti-virus software
Which of the following provides a connection for an external keyboard, mouse, printer, monitor,
and network when using a laptop?

A. Bluetooth
B. Network hub
C. Docking station
D. Infrared
C. Docking station
A user is explaining an issue that they are having with their workstation. After they finish
explaining, a technician's NEXT course of action should be to:

A. Provide proper documentation on the services provided.
B. Listen and do not interrupt the customer.
C. Offer different repair options for the user's convenience.
D. Restate the issue or question to verify understanding.
D. Restate the issue or question to verify understanding.
Which of the following is the MAIN purpose of the Recovery Console in Windows XP?

A. Allow the restoration of a previously made image of a desktop through the command prompt.
B. Provide a way to recover corrupted print jobs through the command prompt.
C. Delete a virus that has infected the hard drive through the command prompt.
D. Provide a way to access the hard drive in an emergency through the command prompt.
D. Provide a way to access the hard drive in an emergency through the command prompt.
Which of the following is an example of a Class D IP address?

A. 192.0.0.0
B. 127.255.255.255
C. 255.255.255.255
D. 224.0.0.0
D. 224.0.0.0
Which of the following removable storage devices is MOST likely used to duplicate bootable
media?

A. SD card
B. Zip drive
C. Blu-Ray
D. DVD-RW
D. DVD-RW
Which of the following describes the process of scheduling multiple processes simultaneously
amongst multiple logical processors?

A. Hyper-threading
B. SpeedStep technology
C. Quad core processing
D. Dual core processing
A. Hyper-threading
Which of the following is the reason why 64 is contained in the processor names, AMD Athlon 64
and 64 FX?

A. The processors contain 64K new transistors.
B. The processors have an additional 64 instruction sets.
C. The processors provide a 64-bit register.
D. The processors are made with a 64nm manufacturing process.
C. The processors provide a 64-bit register.
Which of the following data security features requires an external device embedded with
integrated circuits for authentication purposes?

A. Stylus
B. Smart card
C. Biometrics
D. Password
B. Smart card
A smart card is a device that includes an embedded integrated circuit that can be either a secure
microcontroller or equivalent intelligence with internal memory or a memory chip alone. The card
connects to a reader with direct physical contact or with a remote contactless radio frequency
interface.
Which of the following file systems MUST be used when implementing EFS?

A. FAT32
B. FAT
C. NTFS
D. CDFS
C. NTFS
Which of the following expansion ports would provide the BEST performance for a new video
card?

A. PCI
B. PCIe
C. ISA
D. AGP
B. PCIe
A technician cannot get the Windows XP installation routine to recognize the SATA hard drive.
Which of the following is the MOST likely reason?

A. The hard drive needs ATA drivers loaded via the F6 option during install.
B. The hard drive did not have the jumpers configured correctly and needs to be checked.
C. The hard drive is incompatible with Windows XP and needs replacement.
D. The hard drive needs SATA drivers loaded via the F6 option during install.
D. The hard drive needs SATA drivers loaded via the F6 option during install.
Windows XP install routine does not natively contain SATA drivers in it. You have to install SATA
drivers manually before Win XP is able to recognize your SATA HDD. After you boot to Windows
XP CD ( BIOS must be configured to boot from CD-ROM drive, otherwise it may try to boot from
floppy ), it will ask you if you want to install drivers. Just at this point press F6 and show the drivers
on the floppy.
Which of the following expansion devices would allow a user to utilize multiple hardware profiles to
control an external display and power option?

A. PCI Express card
B. KVM
C. PCMCIA card
D. Docking station
D. Docking station
A technician has a security device which displays a number that changes overtime. Of which of
the following is this an example of?

A. A smart card reader
B. A token device
C. A biometric device
D. An RFID scanner
B. A token device
A user's hard drive is failing. Before the drive is replaced, which of the following troubleshooting
steps should be done?

A. Establish a theory of probable cause
B. Identify the problem
C. Perform a backup
D. Identify user changes to the computer
C. Perform a backup
Which of the following commands would a technician use to launch the Services MMC in Windows
Vista?

A. services.mmc
B. gpedit.exe
C. msinfo32.exe
D. services.msc
D. services.msc
There are two ways to view Services on your computer. The first is to use the MS Configuration
Utility by typing msconfig.exe in the Run box accessed via the Start Menu, followed by clicking the
Services tab. If you want a quick visual of which items are running or stopped, this is fine, but the
information is limited. The preferred way to make changes to services is to launch services.msc
from the Run option on the Start Menu. The Services window will open.
Which of the following utilities can an administrator use to manage hardware, software and
network components?

A. Device Manager
B. MMC
C. MSINF032
D. MSCONFIG
B. MMC
802.11g has the potential to support up to:

A. 11Mbps.
B. 50Mbps.
C. 54Mbps.
D. 100Mbps.
C. 54Mbps.
Which of the following BEST provides intrusion prevention for a LAN from a remote location?

A. Firewall
B. Smart cards
C. Passwords
D. Biometrics
A. Firewall
A BSOD in Windows provides which information?

A. Driver updates for new installations
B. Save information for critical files before system shut down
C. Diagnostic purposes of a critical system error
D. A detailed description and remedy of a software related problem
C. Diagnostic purposes of a critical system error
The Blue Screen Of Death (also known as BSoD or bluescreen ), known officially as a Stop Error
or a bug check is the error screen displayed by the Microsoft Windows family of operating systems
upon encountering a critical error, of a non-recoverable nature, that causes the system to "crash."
The term is named after the color of the screen generated by the error.
Which of the following versions of Microsoft Windows includes Media Center?

A. Windows Vista Ultimate
B. Windows Vista Home
C. Windows XP Home
D. Windows XP Professional
A. Windows Vista Ultimate
Which of the following may cause RFI on a wireless network? (Select TWO).

A. Cordless phone
B. LCD
C. Magnet
D. Microwave
E. CRT
A. Cordless phone
D. Microwave
When looking for 32-bit applications installed on a 64-bit version of Windows Vista, a technician
should look in which of the following default locations?

A. C:\Windows\System32
B. C:\ProgramFiles
C. C:\Users\
D. C:\Program Files(x86)
D. C:\Program Files(x86)
64-bit apps default to C:\Program Files while 32-bit apps default to C:\Program Files (x86).
A laptop's battery will not charge. Which of the following BEST solves this issue?

A. Remove all unneeded peripherals
B. Toggle theFn keys
C. Swap the A/C adapter
D. Plug the laptop into a UPS
C. Swap the A/C adapter
A technician needs to upgrade the memory in a laptop. Which of the following memory types
would be the correct type?

A. RIMM
B. DDR RAM
C. SDRAM
D. SODIMM
D. SODIMM
Which of the following MOST accurately describes a VPN?

A. A security encryption feature that encrypts wireless traffic with an access point for
communication.
B. A private tunnel through the Internet to securely communicate with a remote network.
C. A network which has no connection to the Internet and is private by design.
D. A security feature that throttles bandwidth and closes ports when possible virus traffic is
detected.
B. A private tunnel through the Internet to securely communicate with a remote network.
A technician needs to configure a workstation for Wake on LAN. Where can the technician
configure this setting?

A. BIOS
B. Control Panel
C. Internet Explorer Properties
D. Windows Power Management
A. BIOS
Which of following motherboard expansion slots supports a HD video card? (Select TWO).

A. PCIe
B. ISA
C. AGP
D. EISA
E. CNR
A. PCIe
The POST process of a computer is designed to:

A. Load the operating system into memory during power on.
B. Test the essential components of the system during power on.
C. Test the software and hardware drivers before the operating system loads.
D. Check for the latest motherboard firm ware updates.
B. Test the essential components of the system during power on.
Which of the following types of portable media offers the LARGEST storage capacity?

A. DVD.DL
B. CD.RW
C. CD.R
D. DVD.R
A. DVD.DL
Which of the following are valid ports for printing over a network? (Select TWO).

A. USB 001
B. \\computername\sharename
C. SNMP
D. IP_ip_address
E. IEEE 1394
B. \\computername\sharename
D. IP_ip_address
\\computername\sharename is a net command that manages network print jobs and
IP_ip_address is a static IP address that is configured on a network printer so that it can be seen
on the network by a computer. This address can be verified from printer's configuration.
While performing a preventative maintenance check on a personal computer, a technician notices
that several unused expansion card slots have open ports. Which of the following BEST describes
why the covers for these card slots should be reinstalled?

A. Helplimit radio frequency interference (RFI) inside the case.
B. Helpensure proper air flow through the case.
C. Helpprevent moisture buildup in the case.
D. Help limit electrostatic discharge (ESD) inside the case.
B. Helpensure proper air flow through the case.
alTest
The chassis of a PC is designed for proper internal airflow across the various components.
However, if your PC's enclosures are open, then the cooling of the PC changes dramatically. The
cooling of some components can be reduced or totally eliminated and can cause damage.
Which of the following protocols uses port 80?

A. SMTP
B. HTTP
C. HTTPS
D. FTP
B. HTTP
The port 80 is associated with HTTP TCP/IP protocol.
Which of the following allows verification of the port that a printer is currently using?

A. The print queue window from system tray
B. Properties of the printer from the Printers Control Panel
C. Print spooler view in the Printers Control Panel
D. Properties of the port within Device Manager
B. Properties of the printer from the Printers Control Panel
To find the port that your printer is currently using, you need to open the properties of the printer
from the Printer's Control Panel
Users are reporting that print jobs being sent to a shared printer are not printing. A technician has
verified the printer is online and prints a configuration page from the printer. Which of the following
is the MOST likely cause of the issue? (Select TWO).

A. QoS for printing is not functioning over the LAN.
B. The printer needs to have a cartridge replaced.
C. A job in error status is at the top of the print queue.
D. The printers IP address has changed.
E. New drivers have been released and need to be installed.
C. A job in error status is at the top of the print queue.
D. The printers IP address has changed.
The possible cause of the problem in this case is that either a job in error status is at the top of the
print queue or the IP address of the printer has changed. Sometimes, certain print codes in the file
that is printing can confuse the print job and the job gets stuck in the print queue. The printer
would not start printing again till that print job is removed from the queue. Sometime if the IP
address of the printer is changed you cannot print. To find this problem you can ping the printer
from your computer.
Which of the following connector types is used with twisted pair cable?

A. T-Connector
B. BNC
C. RJ-45
Which of the following connector types is used with twisted pair cable?

A. T-Connector
B. BNC
C. RJ-45
C. RJ-45
With twisted pair cable you can use RJ-45 connector. The UTP ( unshilded twisted pair) cable
often is installed using a Registered Jack 45 (RJ-45) connector. The RJ-45 is an eight-wire
connector used commonly to connect computers onto a local-area network (LAN), especially
Ethernets
Which of the following bus speeds is used for a PCIe card? (Select TWO).

A. 1x
B. 3x
C. 6x
D. 8x
E. 24x
A. 1x
D. 8x
For a PCIe or PCI expansion card, 1x and 8x bus speeds can be used.
A user calls and says they cannot get to the Internet. How would a technician walk the user
through checking the IP address and default Gateway on the computer?

A. Start>Run>typeipconfig>click OK and ask user to read the results.
B. Start>Run>typecmd>click OK>type ipconfig /flushdns>press enter and ask user to read the
results.
C. Start>Run>typecmd>click OK>type ipconfig /release>press enter key and ask user to read the
results.
D. Start>Run>typecmd>click OK>type ipconfig /all>press enter key and ask user to read the
results.
D. Start>Run>typecmd>click OK>type ipconfig /all>press enter key and ask user to read the
results.
The Ipconfig command is used to find the IP configuration information of a computer. The Syntax
IPCONFIG /all displays full configuration information. You can type the Ipconfig command by clicking Start->Run and then typing cmd to open the command prompt to type the ipconfigcommand.
Which of the following BEST describes the function of a DNS server?

A. Secures network traffic through shared key encryption.
B. Provides resolution of host names to IP addresses.
C. Provides security for a network through the use of ACLs.
D. Dynamically assigns IP addresses for easy client configuration.
B. Provides resolution of host names to IP addresses.
The main function of DNS is the mapping of IP addresses to human readable names. The DNS
server strictly functions as an ip address lookup for a given domain name.
Which of the following is needed to perform an ASR restore in Windows XP?

A. Operating system CD
B. Recovery console
C. Vendor recovery CD
D. ERD disk
A. Operating system CD
To perform an ASR restore in Windows XP , you need Operating system CD and the recovery
floppy disk that you have created. To perform Automated System restore you need to boot the
computer with the OS CD and then as soon as you see the message: "Press F2 to run Automated
System Recovery (ASR) ..." at the bottom of the screen, press F2. The recovery process will start.
Which of the following commands verifies connectivity between two hosts? (Select TWO).

A. chkntfs
B. dxdiag
C. tracert
D. ipconfig
E. ping
C. tracert
E. ping
A technician notices that there is a second partition on the primary hard drive. This partition is not
assigned a drive letter and is not accessible from Windows. Which of the following is the MOST
likely explanation for this extra partition?

A. Space reserved by the drive manufacturer for firmware.
B. Space set aside by Windows for use by the virtual memory swap file.
C. A potentially dangerous virus has been downloaded onto the system.
D. A recovery partition put there by the manufacturer.
D. A recovery partition put there by the manufacturer.
The second partition is the recovery partition put by the manufacturer and how it is achieved is
proprietary. Although the creation is based on slipstreaming technology the exact way each
manufacturer achieves it is totally different and unique.
Which of the following describes the 25 or 9 pin connector with male pins on the back of a laptop
computer?

A. Parallel port
B. Serial port
C. IEEE 1394 port
D. USB port
B. Serial port
If a laptop computer has 25 or 9 pin connector with male pins on the back of it then it indicates that
the laptop contains a Serial port. They are used for the RS-232 (serial) ports
A technician needs to assign a default subnet mask for a class B network to a network device that
was just installed. Which of the following would the technician use?

A. 224.0.0.1
B. 255.0.0.0
C. 255.255.0.0
D. 255.255.255.0
C. 255.255.0.0
The default subnet mask that you should assign to a network device that was just installed in a
class B network is 255.255.0.0.
Which of the following printers would be the BEST choice for printing on multi-part forms?

A. Impact printer
B. Thermal printer
C. Inkjet printer
D. Laser printer
A. Impact printer
The Impact printer or dot matrix is the only printers that allow you to print multipart forms because
they can handle the thickness of these documents and print through all the layers.
A user reports that their computer suddenly will not boot. When the technician arrives, they
discover that the user is very worried they will not be able to complete a research paper they've
been working on which is due by the end of the day. Which of the following is an appropriate
response to the users concerns?

A. A Trojan may have infected the OS or worked its way into the MBR. What did you download
recently that caused the problem?
B. I understand your concern, and will try to have your computer working again as quickly as
possible so that you can finish your report.
C. If the paper was so important to you, you should have created a backup copy so you could
finish it on another computer.
D. I do not understand why you are upset. I am sure your professor will understand and you will be
able to turn in the paper tomorrow.
B. I understand your concern, and will try to have your computer working again as quickly as
possible so that you can finish your report.
The appropriate response for the customer in this situation will be to comfort user by telling him
that you understand his concern, and will try to solve his problem as soon as possible so that he
can finish and submit his research papers. Blaming him or giving him an unpractical suggestion
will make the user think that you don't understand the urgency of his work and therefore not taking
his problem seriously.
Which of the following hardware is hot pluggable? (Select THREE).

A. eSATA
B. Express Card/54
C. PS/2 peripherals
D. MIDI devices
E. NIC
F. USB
A. eSATA
B. Express Card/54
F. USB
The hot pluggable hardware that you can purchase for computer is eSATA , Express Card/54, and
USB. External Serial Advanced Technology Attachment or eSATA is an external interface for
SATA hard drive, Express Card/54, and USB is designed to allow users to install and remove
modules at any time, without having to switch off their systems.
Which of the following is an advantage of upgrading to a 64-bit version of Windows?

A. A greater number of dynamic disks or disks larger than 1 TB can be supported.
B. Multiple applications running in 16-bit compatibility mode are supported.
C. More than 4GB of RAM, in some cases up to 128GB of RAM can be supported.
D. A new anti-virus protection scheme called Data Execution Prevention is supported.
C. More than 4GB of RAM, in some cases up to 128GB of RAM can be supported.
The advantage of upgrading your 32 bit Windows to a 64-bit version of Windows is that They
supports more than 4GB of RAM and in some cases supports up to 128GB of RAM.
A technician is replacing fifteen 21 CRTs with 19 LCDs. The storage room is on the other side of
the building. Which of the following safety measures should the technician take?

A. Wear a back brace when lifting and carrying the CRTs to the storage room.
B. Wear anti-static wrist straps to prevent ESD in the new monitors.
C. Recycle the monitors after removing the capacitors for use in other monitors.
D. Ask several technicians for help in lift the CRT monitors and use a cart for transporting them.
D. Ask several technicians for help in lift the CRT monitors and use a cart for transporting them.
To shift fifteen CRTs to the other side of the building and get new LCDs from there, you should
request for the help of several technicians for lifting the CRT monitors and use a cart for
transporting them. While moving computer equipment from one place to another, make sure that
you use carts for heavy objects and the path that you are using for taking these object is free of
safety hazards otherwise you may fall and hurt yourself.
A technician is installing Windows XP on a system that has a SATA HDD. Which of the following
will the technician MOST likely have to do to start the installation?

A. Press the F8 Key
B. Press the F3 Key
C. Press the F2 Key
D. Press the F6 Key
D. Press the F6 Key
To install Windows XP on a computer that uses a SATA hard drive, you may need to Press the F6
Key because a new SATA hard drive needs SATA drivers disc during the Windows Setup process.
During the installation, a blue screen with a message at the bottom appears and prompts you to
press F6 if you need to install a third party SCSI or RAID driver. Pressing F6 will ensure that you
don't miss the SATA driver prompt screen when it has finished loading all the drivers.
After installing a new SATA hard drive the technician notices the drive is hot to the touch and is
giving off a slight odor. Which of the following should the technician do?

A. Install a larger fan near the hard drive to cool the system.
B. Clean the drive with compressed air and continue to use it.
C. Remove and replace the drive.
D. Apply more thermal compound and reseat the drive.
C. Remove and replace the drive.
The above scenario indicates that the hard drive being replaced is corrupt and damaged.
Therefore, the drive must be removed and replaced again.
Which of the following BEST describes the initial process of setting up a new operating system
from a CD.ROM?

A. Format a partition, install device drivers, and install the operating system.
B. Create a partition, format the partition, and install the operating system.
C. Install the operating system, create a partition, and install device drivers.
D. Install the operating system, install device drivers, and create a partition.
B. Create a partition, format the partition, and install the operating system.
To set up a new operating system on your computer using the CD-ROM, you need to first create a
partition and then format the partition to prepare it to be used by the OS and then install the
operating system. The device driver installation is the part of the OS installation.
Which of the following interfaces are typically supported on the input side of a KVM switch?

A. PS/2, VGA, USB
B. DB25, DB9, PS/2
C. PS/2, DB9, USB
D. PS/2, DB25, VGA
A. PS/2, VGA, USB
The interfaces that are usually available to you on the input side of the KVM switch include PS/2,
VGA, and USB.
While a technician is responding to a customers call, a co-worker keeps insisting on telling the
technician about their weekend. Which of the following is the BEST course of action?

A. Ask the customer permission to put them on hold and listen politely to the co-workers stories.
B. Put the customer on hold just for a few minutes and join the conversation.
C. Forward the customer to another technician and join the conversation.
D. Ask the customer permission to put them on hold and politely ask the co-worker to talk later.
D. Ask the customer permission to put them on hold and politely ask the co-worker to talk later.
In such a scenario it is important that you politely ask the co-worker to talk later after taking
customer's permission to put him on hold. This is because the customers are very important for a
company and putting them on hold for a long time or forwarding their call to another technician
would annoy the customer.
Which of the following is the maximum FAT32 volume size Windows 2000 and XP will recognize?

A. Up to 16GB
B. Up to 32GB
C. Up to 1024GB
D. Up to 2048GB
D. Up to 2048GB
The maximum FAT32 volume size recognized by Windows 2000 and XP is 2TB or Up to 2048GB.
Although Windows XP lets you format only up to 32GB but can read larger volumes.
The BEST information to document when changing the refresh rate on the display is to include:

A. the previous refresh rate and the new refresh rate applied.
B. the method that was used to access the display properties to change the refresh rate.
C. all the refresh rates that were tested.
D. the color resolution the user requested as well as the refresh rate.
A. the previous refresh rate and the new refresh rate applied.
The information that should be documented when you change the refresh rate of your monitor is
the old and the new refresh rate. Both the monitor and adapter have different refresh rates but
they must agree on the refresh rate you select. If either device does not support a particular
refresh rate, such a rate cannot be used therefore the refresh rate that was supported earlier and
the new refresh rate is good information to be documented.
Which of the following features is only available with the Windows XP Professional version as
compared to the Windows XP Home version?

A. Simple File Sharing
B. Basic Disk Partitions
C. Remote Desktop
D. Joining a domain
D. Joining a domain
The feature that is not available in Windows XP Home version but available in Windows XP
Professional version is joining a domain.
A technician receives a boot error message OS not found. Which of the following should the
technician check?

A. The boot order in the BIOS
B. If Plug and Play is enabled
C. If the computer is in Safe Mode
D. If the BIOS is current
A. The boot order in the BIOS
First check the boot order.
A customer reports that the laser printer produces poor quality printouts. Having arrived onsite, the
technician has a discussion with the customer and reviews some examples of their print jobs.
Which of the following should the technician do NEXT?

A. Clean the toner cartridge.
B. Change the paper.
C. Replace the fuser.
D. Print a test page.
D. Print a test page.
If a printer is not working for a particular user then the first thing that you should try is to print a test
page from the computer which is unable to use the printer. If that does not work then you may
need to delete and reinstall the printer.
Printing a test page using the printer's self-test will not lead you anywhere because it can only tell
that the printer is printing fine, which you already know. You should always use the test page
feature from the printer properties, not from an application, to test printing.
Which of the following may cause a customer to experience excessive heat in a laptop?

A. The processor is improperly seated due to bent pins.
B. Insufficient memory for the OS.
C. The airflow is blocked.
D. Excessive internal display brightness is set.
C. The airflow is blocked
A technician converts several existing Windows XP Professional laptops from English to the
German language. Which of the following is the correct path to change the language settings?

A. Control Panel> Accessibility Options> General
B. Control Panel> Regional and Language Options> Regional Options
C. Control Panel> Regional and Language Options> Regional Options> Customize
D. Control Panel> Regional and Language Options> Languages> Details
B. Control Panel> Regional and Language Options> Regional Options
A technician has added a wireless network interface card (NIC) to a laptop. When connecting the
laptop to a wireless network, the technician successfully tests for speeds of up to 54 Mbps. Which
of the following standards of wireless card did the technician install?

A. 802.11g
B. 802.11x
C. 802.11b
D. 802.11q
A. 802.11g
You need to use 802.11g standard if you want to use a standard that can support communication
up to 54Mbps. 802.11x refers to the family of 802.11 standards, 802.11b supports communication
only up to 11Mbps, and Bluetooth supports communication up to 3Mbps.
Which of the following would be the LAST step to take when installing a printer?

A. Reboot the computer.
B. Perform a self-test page.
C. Print a test page.
D. Cycle theprinters power.
C. Print a test page.
A user reports that the desktop appears smaller than usual and there is a large black border
around the desktop on the monitor. Which of the following would be MOST likely to fix the
problem?

A. Have the user demagnetize and restart the monitor.
B. Configure the Display Settings on the monitor.
C. Change to a lower resolution.
D. Configure the Display Settings in Device Manager.
B. Configure the Display Settings on the monitor.
Which of the following is the recommended maximum length of a parallel ATA cable?

A. 16 inches (40cm)
B. 22 inches (55cm)
C. 24 inches (60cm)
D. 18 inches (45cm)
D. 18 inches (45cm)
Which of the following are features of the Advanced Tab under Printer Properties? (Select
THREE).

A. Set printing defaults.
B. Specify a separator page.
C. Spoolprint jobs and start print jobs immediately.
D. Print a test page.
E. Pause printing
F. Delete ports.
A. Set printing defaults.
B. Specify a separator page.
C. Spoolprint jobs and start print jobs immediately.
A user has a network laser printer that is printing constantly. The user has tried power cycling the
printer. Which of the following should the technician recommend that the user do FIRST?

A. Restart the spooler service.
B. Reboot the computer.
C. Access the print queue and pause all print jobs.
D. Purchase a new USB cable.
C. Access the print queue and pause all print jobs.
Which of the following should be configured on a shared Windows XP Professional system to
ensure that each user's data is secure? (Select TWO).

A. Disable the Switching Users setting within the Change the way users log on or off in the Control
Panel User Account applet.
B. Use the File Encryption settings in the Advanced Settings of Properties for the respective user's
data folder.
C. Add multiple users in the Control Panel User Account applet.
D. Use NTFS security to secure the data files.
E. Use the Security Center Control Panel Applet to secure resources on the shared system.
C. Add multiple users in the Control Panel User Account applet.
D. Use NTFS security to secure the data files.
Which of the following is a cost effective technology that can be implemented on desktops and
laptops to meet security considerations and reduce internal password reset costs?

A. Hand recognition software
B. Smart card reader
C. Biometric fingerprint reader
D. Portable face recognition reader
C. Biometric fingerprint reader
A frustrated customer reports that a problem which was supposedly repaired is occurring again.
The customer does not appreciate any efforts to assist with this problem and grows angrier with
each attempt at resolution. Which of the following would be an appropriate method for dealing with
this situation?

A. Allow the customer to continue uninterrupted and remain silent until a response is requested.
B. Inform the customer that the technician is only trying to help.
C. Agree with the customer that other technicians are not resolving issues completely and assure
the customer that the problem will be resolved.
D. State that the technician will need to speak with a supervisor about this problem and then put
the customer on hold.
A. Allow the customer to continue uninterrupted and remain silent until a response is requested.
Which of the following types of printers uses an electrostatic charge to create an image of the
page onto a charged photoreceptor?

A. Laser
B. Thermal
C. Impact
D. Ink dispersion
A. Laser
A technician is working on a workstation that shuts down after extended periods of operation.
Which of the following should be checked FIRST?

A. Vents for blockage
B. Hyperthreading settings
C. Ribbon cable seating
D. CPU seating
A. Vents for blockage
Which of the following can be upgraded on a laser printer? (Select TWO).

A. Pickup roller assembly
B. Fuser assembly
C. Hard drive
D. RAM
E. Corona wire
C. Hard drive
D. RAM
A motherboard has a Socket A CPU connector. Which of the following types of CPU can be used
with this motherboard?

A. Itanium
B. Athlon
C. Pentium III
D. Xeon
B. Athlon
Which of the following paths can be used to upgrade the drivers for a network interface card
(NIC)?

A. My Computer > Properties > Hardware tab > Windows Update
B. Control Panel > Network Connections > Tools > Drivers
C. Device Manager > Network adapters > Properties > Driver tab
D. My Network Places > Tools > Drivers > Update Driver
C. Device Manager > Network adapters > Properties > Driver tab
Which of the following would be the BEST way to improve airflow inside a computer?

A. Remove unneeded fans.
B. Install a liquid cooling solution.
C. Install round IDE cabling.
D. Replace the side panels with mesh wires.
C. Install round IDE cabling.
Which of the following components are included in a typical laser printer maintenance kit? (Select
THREE).

A. Image drum
B. Paper pickup rollers
C. Fuser
D. Duplexer
E. Toner
F. Transfer roller
B. Paper pickup rollers
C. Fuser
F. Transfer roller
Which of the following are printing protocols that can be used for printing over a network? (Select
TWO).

A. HTTP
B. RAW
C. LPR
D. FTP
E. USB
B. RAW
C. LPR
A computer is overheating but the fans are not obstructed and there is no dust on the components
or heatsinks. The MOST likely cause of the overheating is that: (Select TWO).

A. thereare not enough fans.
B. the case is too small.
C. the processor is too fast.
D. one or more fans are inoperable.
E. the memory is defective.
A. there are not enough fans.
D. one or more fans are inoperable.
A technician installs a program that requires a security dongle but the program will not work.
Which of the following is MOST likely the cause?

A. The software is not supported by the operating system.
B. The hardware dongle was not installed.
C. The software was installed incorrectly.
D. The operating system does not support security dongles.
B. The hardware dongle was not installed.
After a user ran a registry cleaning program, the computer running Windows XP will not boot.
Which of the following should a technician recommend FIRST?

A. Connect the drive as a slave to another computer and use REGEDIT to correct the issue.
B. Run System Restore to get to a previous working condition.
C. Use the boot disk and run SCANREG /RESTORE.
D. Boot using Last Known Good Configuration.
D. Boot using Last Known Good Configuration.
Which of the following printers use a carbon film or inked ribbon to pr

A. Laser
B. Ink jet
C. Impact
D. Thermal
C. Impact
Which of the following could be defined as "determining the underlying reason that a problem
occurs in order to prevent similar problems in the future"?

A. Efficiency tracking.
B. Issue prevention.
C. Root cause analysis.
D. Problem analysis.
C. Root cause analysis.
When configuring biometric devices, which of the following would be the MOST dangerous type of
error?

A. False negative
B. True negative
C. True positive
D. False positive
D. False positive
com
A user wants to upgrade to Windows XP Home from Windows 95. Which of the following describe
the potential upgrade paths? (Select TWO).

A. Upgrade to Windows 98SE then to Windows XP Home.
B. Upgrade to Windows NT4.0 SP1 then Windows XP Home.
C. Perform a clean installation of Windows XP Home.
D. Upgrade to Windows 95 OSR2, then to Windows 98SE then Windows XP Home.
E. Upgrade to Windows XP Home directly from Windows 95.
A. Upgrade to Windows 98SE then to Windows XP Home.
C. Perform a clean installation of Windows XP Home.
To lengthen the life of computer hardware, it is BEST to perform which of the following actions on
a routine basis?

A. Degauss the display and drives.
B. Clean out the dust with compressed air.
C. Defragment the hard drive weekly.
D. Clean out the dirt with a damp rag.
B. Clean out the dust with compressed air.
Which of the following is the BEST way to remove a USB device on a laptop computer?

A. Remove hardware in Control Panel.
B. Stop the device, and then remove from laptop.
C. Turn off the laptop, and then turn off the device.
D. Remove the driver from Device Manager.
B. Stop the device, and then remove from laptop.
Which of the following registry keys store data about all accounts on the machine?

A. HKEY_ CURRENT_USER
B. HKEY_USERS
C. HKEY_CURRENT_CONFIG
D. HKEY_LOCAL MACHINE
B. HKEY_USERS
When trying to print, a balloon in the system tray indicates a print job has failed to print. Which of
the following is the MOST likely cause?

A. The printer does not recognize the font type.
B. The paper needs to be replenished.
C. The computer needs to upload the print job.
D. Printer firmware needs to be updated.
B. The paper needs to be replenished.
A user has asked for a technician to update the device drivers for their modem on a Windows XP
system. The technician has the correct, updated drivers, but is unable to successfully install the
drivers. Which of the following would be the MOST likely cause of the problem?

A. The high encryption package is not installed.
B. The modem is not functioning properly.
C. The account does not have permission to install drivers.
D. The modem is not recognized in Device Manager.
C. The account does not have permission to install drivers.
Which of the following is a hazard associated with improper disposal of a CRT?

A. Electromagnetic Interference (EMI)
B. Mercury
C. Lithium
D. High vacuum
B. Mercury
While working inside of a desktop computer, a technician finds a wire with insulation damage from
rubbing up against a cooling fan. Which of the following should be used to repair the wire?

A. Electrical tape
B. Masking tape
C. Duct tape
D. Wire nut
A. Electrical tape
Before shipping a laptop, which of the following should be removed to avoid damage during
transit?

A. PC card adapters
B. LCD
C. DVD.ROM drive
D. Backlight
A. PC card adapters
Which of the following would a technician go to setup a password that would be required prior to
booting into the operating system?

A. LDAP
B. POST
C. BIOS
D. User Accounts
C. BIOS
A technician determines that a laptop is not properly cooling due to excessive dust in the vents. Which of the following is the BEST preventive maintenance procedure that the technician should perform?

A. Directly spray the vents with compressed air.
B. Install ceiling fans in the room.
C. Use a moist rag to clean the vents monthly.
D. Periodically clean the vents using a small vacuum cleaner.
D. Periodically clean the vents using a small vacuum cleaner.
A technician is planning to open and work on a CRT monitor. Which of the following should the
technician take under consideration?

A. Electromagnetic interference
B. High voltage discharge
C. Radio frequency interference
D. Uninterruptible Power Supply (UPS)
B. High voltage discharge
A technician is setting up a lab with fourteen wired PCs and one switch in a physical star network
configuration. Which of the following should the technician keep in mind when setting up the lab?

A. Cable management to avoid trip hazards
B. Electrical safety with the extra network cables
C. Location of the PCs with respect to each other
D. Number of fans located in the room so system does not overheat
A. Cable management to avoid trip hazards
A customer brings a PC for a technician to repair. Which of the following can the technician do to
better understand the customers issue?

A. Begin running diagnostic software and confirm findings with another technician.
B. Ask open-ended questions to gather the symptoms.
C. Ask close-ended questions so that the customer does not get overwhelmed with industry
jargon.
D. Get the customer contact information, run diagnostic tests, and then confirm the findings with
the customer.
B. Ask open-ended questions to gather the symptoms.
Which of the following usually has the HIGHEST latency?

A. Fiber
B. DSL
C. Cable
D. Satellite
D. Satellite
Which of the following has the HIGHEST cost of implementation in a small office home office
(SOHO) environment?

A. DSL
B. Broadband
C. Satellite
D. Fiber
D. Fiber
When setting up a WAP, which of the following is broadcasted by default and should be disabled?

A. WPA
B. WEP
C. SSID
D. RADIUS
C. SSID
Which of the following is the purpose of the voltage selector switch?

A. To allow the power supply to operate at different voltages
B. To change the voltage coming from the wall
C. To allow alternating current to be used instead of direct current
D. To change the output voltage to meet the needs of the motherboard
A. To allow the power supply to operate at different voltages
The power brick or external power supply serves which of the following functions for a portable
computer?

A. Filters incoming voltage spikes and surges.
B. Allows for a portable computer to be easily moved without being plugged into an outlet.
C. Changes DC power to AC power to charge the battery and enhances portability.
D. Converts AC power to DC power that a computer can use to operate and charge its battery.
D. Converts AC power to DC power that a computer can use to operate and charge its battery.
Which of the following memory modules has 168 pins?

A. SODIMM
B. DIMM
C. SIMM
D. RIMM
B. DIMM
Pentium 4 / Celeron D processors in LGA775 package processors support DIMM SDRAM
Which of the following has the speed of PC2700?

A. DDR
B. SDRAM
C. DDR3
D. DDR2
A. DDR
Which of the following printer types shoots the ink onto the paper?

A. Impact
B. Dot Matrix
C. Laser
D. Inkjet
D. Inkjet
Which of the following printer types stamps the ink onto the paper?

A. Thermal
B. Laser
C. Inkjet
D. Impact
D. Impact
Which of the following printers requires special paper to be used for printing?

A. Thermal
B. Inkjet
C. Color Laser
D. Laser
A. Thermal
Which of the following allows a secure connection between two points?

A. HTTP
B. VPN
C. FTP
D. WAN
B. VPN
Which of the following has the HIGHEST cost of implementation in a small office home office
(SOHO) environment?

A. DSL
B. Broadband
C. Satellite
D. Fiber
D. Fiber
When setting up a WAP, which of the following is broadcasted by default and should be disabled?

A. WPA
B. WEP
C. SSID
D. RADIUS
C. SSID
Which of the following is the purpose of the voltage selector switch?

A. To allow the power supply to operate at different voltages
B. To change the voltage coming from the wall
C. To allow alternating current to be used instead of direct current
D. To change the output voltage to meet the needs of the motherboard
A. To allow the power supply to operate at different voltages
The power brick or external power supply serves which of the following functions for a portable
computer?

A. Filters incoming voltage spikes and surges.
B. Allows for a portable computer to be easily moved without being plugged into an outlet.
C. Changes DC power to AC power to charge the battery and enhances portability.
D. Converts AC power to DC power that a computer can use to operate and charge its battery.
D. Converts AC power to DC power that a computer can use to operate and charge its battery.
Which of the following memory modules has 168 pins?

A. SODIMM
B. DIMM
C. SIMM
D. RIMM
B. DIMM
Pentium 4 / Celeron D processors in LGA775 package processors support DIMM SDRAM
Which of the following has the speed of PC2700?

A. DDR
B. SDRAM
C. DDR3
D. DDR2
A. DDR
Which of the following printer types shoots the ink onto the paper?

A. Impact
B. Dot Matrix
C. Laser
D. Inkjet
D. Inkjet
Which of the following printer types stamps the ink onto the paper?

A. Thermal
B. Laser
C. Inkjet
D. Impact
D. Impact
Which of the following printers requires special paper to be used for printing?

A. Thermal
B. Inkjet
C. Color Laser
D. Laser
A. Thermal
Which of the following allows a secure connection between two points?

A. HTTP
B. VPN
C. FTP
D. WAN
B. VPN
A Virtual Private Network (VPN) shows all computers on the local network even if they are
physically located at a remote location.
Which of the following expansion slots would be needed in a laptop for a technician to install a
cellular modem card?

A. ISA
B. AGP 4X
C. PCMCIA
D. PCIe X16
C. PCMCIA
Which of the following will BEST ensure data is removed before recycling a PC?

A. Remove the memory and destroy it.
B. Reformat the hard drive to a clean state using the format command.
C. Remove the hard drive and destroy it.
D. Run a large magnet over the top of the hard drive several times.
C. Remove the hard drive and destroy it.
Which of the following would be the MOST secure password?

A. SR1234ct
B. CompTIA558475
C. rw2%HN
D. ct23&P#h~
D. ct23&P#h~
A technician is examining a laptop that is booting up but not showing the laptop display. When the technician plugs in an external monitor the display shows on the monitor but still not on the laptop display. Which of the following should the technician do FIRST to resolve this issue?

A. Replace the video card inside the laptop.
B. Replace the LCD inverter.
C. Make sure the laptop display is enabled.
D. Make sure the OS has the latest video drivers installed.
C. Make sure the laptop display is enabled.
Which of the following I/O ports has the SLOWEST transfer rate?

A. S/PDIF
B. USB 1.1
C. IEEE 1394
D. USB 2.0
B. USB 1.1
Which of the following technologies can support the longest cable length between devices?

A. IEEE 1394
B. USB 1.1/2.0
C. SATA
D. Serial
D. Serial
Which of the following memory modules has the HIGHEST transfer rate?

A. PC2100
B. DDR333
C. DDR400
D. PC2700
C. DDR400
Which of the following would be the maximum transfer rate between a 10/100 NIC and a
10/100/1000 NIC?

A. 100Mb/s
B. 1000Mb/s
C. 10000Mb/s
D. 1Gb/s
A. 100Mb/s
A technician can find the Administrative Tools folder in which of the following locations after the
initial installation of Windows XP?

A. Program Files
B. Control Panel
C. Start Menu
D. My Computer
B. Control Panel
Which of the following advantages does a 64-bit processor have over a 32-bit processor?

A. Provides access to larger hard drive partitions.
B. Provides use of more powerful video graphics accelerators.
C. Provides addressing of memory beyond 4GB.
D. Provides use ofPCIe X16 expansion slots.
C. Provides addressing of memory beyond 4GB.
Which of the following should be done after installing a touch screen monitor to ensure that the
display functions optimally?

A. Set the refresh rate to the lowest the monitor can display.
B. Calibrate the monitor.
C. Degauss the monitor.
D. Set the resolution to the highest the monitor can display.
B. Calibrate the monitor.
Which of the following BEST describes virtual memory?

A. Flash memory used to hold temporary files before deletion.
B. Data written to a disk located in a paging file that would not fit into the systems RAM.
C. The maximum amount of memory a given system can potentially have.
D. A portion of physical RAM that is mirrored to the hard drive for redundancy.
B. Data written to a disk located in a paging file that would not fit into the systems RAM.
Wake on LAN describes the PCs ability to:

A. collect all packets that are sent to any device on the LAN.
B. send broadcast packets over the LAN to all computers simultaneously.
C. send packets to other network devices on the LAN instructing then to enter a low power state
(e.g. Hibernate, Off).
D. resume from a low power state when it receives a network packet telling it to do so.
D. resume from a low power state when it receives a network packet telling it to do so.
Which of the following is a characteristic of solid state drives?

A. Built-in encryption standards
B. Larger capacity than traditional magnetic drives
C. Lack of drive heads and platters
D. Higher data integrity
C. Lack of drive heads and platters
Which of the following is the FIRST step when troubleshooting an issue?

A. Establish a theory of probable cause.
B. Document findings, actions, and outcomes.
C. Verify full system functionality.
D. Identify the problem.
D. Identify the problem.
A user states that a program is missing from the computer and it had just been used yesterday
Which of the following questions should a technician ask to help determine what occurred?

A. Was there a power outage since yesterday?
B. Did you check the Recycle Bin to see if the shortcut was accidentally deleted?
C. Are you sure you ran a find on the system and the program is just not misfiled?
D. Are you sure you were using that program?
B. Did you check the Recycle Bin to see if the shortcut was accidentally deleted?
A user states a computer will not completely boot; it just keeps rebooting. Which of the following
questions might a technician ask to try and determine the cause? (Select TWO).

A. Are you sure the power button is not stuck?
B. Was any hardware installed since it last worked?
C. Is the power cable on the monitor loose?
D. Has the monitor been replaced recently?
E. Were there any new software updates done?
B. Was any hardware installed since it last worked?
E. Were there any new software updates done?
Two users want to print to a USB printer connected locally. Which of the following is the quickest
way to accomplish this?

A. Purchase an external Ethernet print card.
B. Share out the printer from the attached computer.
C. Move the computer and attach to the printer.
D. Set up a local print queue.
B. Share out the printer from the attached computer.
A technician wants to install a RAID array that has two hard drives and the best performance.
Which of the following RAID levels should be implemented?

A. RAID 0
B. RAID 1
C. RAID 4
D. RAID 6
A. RAID 0
When a technician receives a call for assistance from a customer, which of the following should
the technician do FIRST?

A. Identify the hardware make, model, and serial number.
B. Elevate the call to a higher level of support.
C. Assign an appropriate priority for the issue.
D. Identify the user and associated problem.
D. Identify the user and associated problem.
A technician uses a call logging process in order to: (Select TWO).

A. select the appropriate priority level for the issue.
B. track the process of the incident.
C. identify common issues among multiple users.
D. help maintain a balanced workload for the help desk technicians.
E. compose a record which allows user authentication.
B. track the process of the incident.
C. identify common issues among multiple users.
Which of the following definitions below BEST describes System Restore?

A. Allows the operating system to be backed up with immunity to virus activity
B. Allows the operating system to assigns dates so that user data files are backed up
C. Allows the operating system to be rolled back to a previous point in time
D. Allows all data on the hard drive to be rolled back to a previous point in time
C. Allows the operating system to be rolled back to a previous point in time
A user reports that a computer is running very slow and also states that the machine has been
rebooted several times with the same result. The hard drive light is constantly on. Which of the
following can be performed on the hard drive to improve performance? (Select TWO).

A. Use the defragment utility.
B. Use the drive compression utility.
C. Use the checkdisk utility.
D. Empty the recycle bin and deleted email items.
E. Userestore point to roll back the computer to a previous date.
A. Use the defragment utility.
C. Use the checkdisk utility.
Which of the following media types has the largest capacity?

A. DVD.RW+
B. DVD.RW
C. Blu-Ray
D. Dual-sided DVD
C. Blu-Ray
Which of the following are benefits from an active cooling system? (Select TWO).

A. Increase system security
B. Utilize less memory
C. Increased performance
D. Increased network speed
E. Longer chip life
C. Increased performance
E. Longer chip life
Which of the following display connections are the MOST commonly used to connect an LCD
monitor to a desktop? (Select TWO).

A. USB
B. DVI
C. CGA
D. VGA
E. S-Video
B. DVI
D. VGA
A customer brings a PC in for repair, and asks when it will be done. Which of the following is the
BEST response for the technician to give?

A. Give the customer an estimated time for repair based on the technicians assessment.
B. Ask the customer to check daily to see when it is completed.
C. Ask the customer when they would like to have the work completed.
D. Inform the customer that others are waiting. The technician will get back to them as soon as
possible.
A. Give the customer an estimated time for repair based on the technicians assessment.
A user is running a program that is not successfully connecting to the network after upgrading the
wireless network router. The user states that they do have Internet connectivity. Which of the
following solutions will MOST likely to resolve the issue with the program?

A. Add an exception to the firewall for the program.
B. Check the Hardware Compatibility List to see if the program is not compatible with the OS.
C. Run the program as a local administrator.
D. Check for any updates to the program.
A. Add an exception to the firewall for the program.
Which of the following methods is commonly used for Biometric authentication? (Select TWO).

A. Logical token
B. Encrypted passwords
C. RFID smartcards
D. Fingerprint reader
E. Retinal scan
D. Fingerprint reader
E. Retinal scan
Disabling the SSID from broadcasting on a wireless access point (WAP) provides which of the
following benefits?

A. Ensures all users physically login to the wired network
B. Ensures that only certain devices can access the network
C. Encrypts data traveling across the wireless network
D. Prevents users from seeing the wireless network
D. Prevents users from seeing the wireless network
Which of the following cable types is LEAST affected by electromagnetic interference (EMI)?

A. Coaxial
B. UTP
C. Plenum
D. Fiber
D. Fiber
After installing a new piece of hardware with the hardware CD, a user is reporting system crashes
and performance loss. Which of the following would be the FIRST step in resolving this issue?

A. Try installing the device to a different port or slot.
B. Disable the device in Device Manager.
C. Download and install updated drivers for the device.
D. Contact the vendor for an RMA.
C. Download and install updated drivers for the device.
A user has recently installed a new graphics driver, and after restarting their PC the display is no
longer appearing. Which of the following boot options would be MOST effective in troubleshooting
this issue?

A. Safe mode
B. Boot to the recovery console
C. Safe mode with command prompt
D. Boot with repair disk
A. Safe mode
Which of the following, when locally connected, can be used as a boot device to install a new
installation of Windows Vista? (Select TWO).

A. Serial Cable
B. CD.ROM
C. USB drive
D. Floppy drive
E. DVD.ROM
C. USB drive
E. DVD.ROM
A laptop with a docking station is normally wired into a local network. When the laptop is removed
from the docking station, the user would like the laptop to automatically switch to the wireless
connection. Which of the following Windows features BEST accomplishes this?

A. Driver signing
B. Hardware profile
C. Wireless Zero Configuration
D. Roaming profile
B. Hardware profile
Which of the following Windows features should be disabled to ensure that malware and viruses
are completely removed during the disinfection process?

A. Security Center
B. System Restore
C. Machine Debug Manager
D. Hardware Profile
B. System Restore
Which of the following are characteristics of a secure password? (Select TWO).

A. Obscure word in a dictionary
B. Contained in a text file
C. Contains AES encryption
D. Contains numbers and letters
E. Contains special characters
D. Contains numbers and letters
E. Contains special characters
After successfully installing a free antivirus solution, Windows reports that no antivirus software is
currently protecting the system. Which of the following solutions would resolve this issue?

A. Disable the antivirus logging in the Event Viewer.
B. Disable antivirus protection withinSecurity Center notification.
C. Install the Microsoft Malicious Software removal tool.
D. Update the Antivirus definitions.
B. Disable antivirus protection withinSecurity Center notification.
Which of the following can be used to configure a Windows installation for imaging multiple
computers?

A. fdisk
B. sysprep
C. regedit
D. telnet
B. sysprep
To perform a network installation of Windows 2000 Professional by creating an image of an
existing computer, you need to use the Sysprep utility, which comes with Windows 2000
Professional. Ghost is a third-party utility, RIS only comes with Windows Server operating
systems, and WDS is available in Windows Server 2003.
Which of the following is a class A IP address?

A. 192.168.1.1
B. 224.0.0.1
C. 10.0.0.1
D. 172.16.1.1
C. 10.0.0.1
Which of the following network ports is normally associated with unencrypted web traffic?

A. 53
B. 80
C. 110
D. 443
B. 80
Aero is a feature of which operating system?

A. WindowsVista Basic
B. Windows XP Home
C. Windows XPMedia Center
D. WindowsVista Ultimate
D. WindowsVista Ultimate
The Windows Experience Index is used to determine:

A. remaining hard disk storage space.
B. a performance value of system components.
C. the speed and available bandwidth of Internet connections.
D. the reliability and speed of search indexing.
B. a performance value of system components.
Blu-Ray disks have a storage capacity of:

A. 4.7GB.
B. 9GB.
C. 25GB.
D. 650MB.
C. 25GB.
The edit command line tool:

A. changes the boot sequence order.
B. can be used to modify desktop preferences.
C. makes changes to the registry.
D. opens a text based word processor.
D. opens a text based word processor.
While troubleshooting a computer problem, a technician has determined what has caused the
problem. Which of the following should be the technicians NEXT troubleshooting step?

A. Document findings, actions and outcomes.
B. Ask the user opened ended questions to see if they agree with the cause.
C. Establish a plan of action and implement the solution.
D. Verify full system functionality.
C. Establish a plan of action and implement the solution.
A user running Windows XP is experiencing degraded system performance while a particular
application is running. Which of the following interfaces should the technician use to manage
current application processes on the users computer?

A. Computer Management
B. REGEDIT
C. Task Manager
D. Event Viewer
C. Task Manager
As a best practice, before performing hardware upgrades a technician should:

A. archive old drivers.
B. check the HCL.
C. perform a disk defrag.
D. clean each component with an approved cleaning solution.
B. check the HCL.
Which of the following are forms of biometric authentication? (Select THREE).

A. Smart card
B. Barcode scanner
C. Voice recognition
D. Fingerprint reader
E. Optical recognition
F. Secure ID Token
C. Voice recognition
D. Fingerprint reader
E. Optical recognition
If a computer needs Windows XP and Windows 2000 configured for a dual-boot environment,
which of the following file system should be used in formatting the drive?

A. NTFS
B. UFS
C. FAT
D. NFS
A. NTFS
Which of the following can be used to print a test page?

A. Start > Control Panel > System
B. Right-click My Computer thenselect Manage
C. Right-click on theprinters icon and select Properties
D. Start > Control Panel > Printer icon
C. Right-click on theprinters icon and select Properties
A technician must configure a computer for a special needs user who can only press one key at a
time. Which of the following must the technician enable for this user to press Ctrl-Alt-Del or other
multi-key combinations?

A. FilterKeys
B. ToggleKeys
C. Encryption Keys
D. StickyKeys
D. StickyKeys
Which of the following utilities can be used to change a FAT file system into an NTFS file system
without data loss?

A. convert
B. format
C. diskpart
D. fdisk
A. convert
A user reports that after coming back from lunch their PC will no longer turn on. Which of the
following is MOST likely the problem?

A. Hard disk failure or operating system needs to be reloaded.
B. Power cord is loose.
C. Mouse and keyboard need to be cleaned.
D. The hard drive is in standby mode.
B. Power cord is loose.
Which of the following draws too much power and should never be plugged into a UPS?

A. Laser printer
B. Laptop computer
C. LCD monitor
D. Server
A. Laser printer
He should plug in the monitor, the AC adapter of the laptop and the computer. Nothing else should
be plugged into the UPS under a user's desk.
Which of the following is MOST likely to be the source of wireless network interference?

A. Bluetooth headset
B. Large screen television
C. AM/FM radio
D. Cordless telephone
D. Cordless telephone
Which of the following utilities can help prevent viruses and other malware? (Select TWO).

A. Windows Event Viewer
B. Windows Defender
C. CHKDSK
D. FilterKeys
E. Data Execution Prevention
B. Windows Defender
E. Data Execution Prevention
A technician is installing a RAM upgrade into a PC. The PC is currently holding two sticks of
512MB PC2700, and the technician would like to install an additional two sticks of 512MB
PC3200. Assuming the necessary slots are available, which of the following will be the overall
speed of the new RAM?

A. 2100
B. 2700
C. 3200
D. 5300
B. 2700
A CRT monitor is displaying patches of distortion while in use. Which of the following actions
BEST resolves this issue?

A. Reload the driver for the monitor.
B. Degauss the monitor.
C. Power cycle the computer.
D. Replace the display adaptor.
B. Degauss the monitor.
Which of the following BEST summarizes computer intrusion detection?

A. An alert at logon when an unknown user has tried to logon
B. An alert when the computer case has been opened
C. A set of firewalls and anti-virus programs protecting the computer
D. A motion sensitive web cam recording the room
B. An alert when the computer case has been opened
A computer is being sold over the Internet. Which of the following steps should be taken to ensure
that none of the original hard drive data is given to the buyer?

A. Pass all computer components near a large magnet.
B. Run FDISK on the hard drive.
C. Erase the hard drive using a disk wiping program.
D. Reformat the hard drive to a clean state using the format command.
C. Erase the hard drive using a disk wiping program.
Which of the following wireless network security methods controls who can connect to the networ
based on the hardware they are using?

A. MAC filtering
B. WEP encryption
C. WPA encryption
D. NAT routing
A. MAC filtering
Which of the following audio/video devices have the ability to decode NTSC/PAL signals from an
external source?

A. TV tuner card
B. Graphics card
C. Video capture card
D. Sound card
A. TV tuner card
A printer with an integrated NIC has been connected to a LAN. Which of the following connection
methods is the MOST effective when installing the printer on several PCs?

A. Connect to it through a computer share
B. Connect to it through a TCP/IP port
C. Connect to it via an aD.hoc wireless connection
D. Connect to it through a USB or IEEE 1394 cable
B. Connect to it through a TCP/IP port
The file server had an expected outage this morning. A technician believes the on-board NIC is
bad. One particular caller demands to know exactly how long the system will be down. Which of
the following would be the appropriate response?

A. There is no way to tell how long this will take. Hardware and software are not exact sciences. I
am not the server technician so please do not take a bad tone with me.
B. Is your work solely depending on the server? Try to not be upset because before you know it,
the server will be back up.
C. We believe the problem is the network interface card. We will have it back up within the hour.
D. We have identified the problem and we will have it back up as soon as possible."
D. We have identified the problem and we will have it back up as soon as possible."
A user states that every time they try to pull down video clips from a website, a notice appears on
the screen which says the site is being blocked by a filter. The technician knows that a new web
filtering application was recently introduced which assigns a 120 minute quota on streaming media
and a message appears allowing the user to click to continue. Which is the following is the MOST
appropriate response from the technician?

A. What particular website are you trying to download videos from? Are they work related?
B. Video takes a large amount of bandwidth so management has decided to limit each user to
what can be downloaded and watched. If you take issue with that please inform your supervisor.
C. Did you read the entire screen? The last sentence clearly says click to continue.
D. Bandwidth usage has become a problem. A new application has been implemented to help
manage and improve the network. Simply select continue on the message and the video should
appear.
D. Bandwidth usage has become a problem. A new application has been implemented to help
manage and improve the network. Simply select continue on the message and the video should
appear.
A user states that the print server needs to be reset because they have been unable to print and
can see a number of documents pending when looking at the printer in control panel. The
technician notices that the real solution is to clear a paper jam in the printer. Which of the following
is the BEST response for the technician to give the user?

A. Thank the user for their assistance with the problem; however, their solution did not work and
inform the user that the company has personnel working on the problem.
B. Thank theuser for their concern ask the user open ended questions to see what they think is the
problem.
C. Tell the user that there are indeed print jobs piling up but that the printer has a paper jam and a
technician is in the process of repairing the issue.
D. Fix the paper jam and then give the user some reference material so they can research
preventative techniques and be more involved in the troubleshooting process.
C. Tell the user that there are indeed print jobs piling up but that the printer has a paper jam and a
technician is in the process of repairing the issue.
A user states that their monitor is acting up and at times the image shakes. The technician checks
the asset number and notes that it is one of the last remaining CRT monitors. The company is
currently replacing all CRTs with new LCDs. Which of the following is the BEST response?

A. Ask the user what they did to cause the shaking images.
B. Inform the user of the cause of the problem and tell them the degauss the monitor.
C. Tell the user to carry the monitor to thetechnicians desk there they will give them a new LCD
monitor.
D. Empathize with the user and send thema nt monitor to solve the issue.
D. Empathize with the user and send thema nt monitor to solve the issue.
Management has approved the purchase of uninterruptible power supplies (UPSs) for all
workstations. Which of the following is the MOST important factor for a technician to consider
when in determining which UPS to purchase?

A. Amount of time necessary for the UPS to run in a power outage.
B. The physical footprint of the UPS.
C. The number and size of all applications running on each workstation.
D. The amount of space available at each workstation to place the UPS.
A. Amount of time necessary for the UPS to run in a power outage.
A user receives the message The security log on this system is full. Only an administrator can log
on and fix this problem. The administrator should use which of the following to fix this issue?

A. Event Viewer
B. SECPOL.MSC
C. Windows Security Center
D. SECEDIT.EXE
A. Event Viewer
Which of the following types of media is considered solid state?

A. Tape drive
B. Floppy disk
C. DVD
D. Flash media
D. Flash media
Which of the following types of media is considered optical?

A. Floppy
B. Blu-Ray
C. Biometric device
D. Tape
B. Blu-Ray
Which of the following is the correct class address for an IP address of 194.168.10.25?

A. Class A
B. Class B
C. Class C
D. Class D
C. Class C
Which of the following is a class A address?

A. 107.167.34.120
B. 198.45.32.109
C. 129.207.21.65
D. 190.120.87.165
A. 107.167.34.120
Which of the following cable types uses a BNC?

A. Fiber
B. CAT6
C. Coaxial
D. UTP
C. Coaxial
Which of the following services uses the TCP port 21 by default?

A. TELNET
B. HTTPS
C. SMTP
D. FTP
D. FTP
Which of the following is a Class C address?

A. 65.102.1.120
B. 192.168.1.1
C. 125.32.3.132
D. 134.28.1.120
B. 192.168.1.1
Which of the following is created when setting up MAC filtering?

A. WPA
B. WEP
C. SSID
D. ACL
D. ACL
While trying to resolve an issue with wireless connectivity on a users laptop, a coworker starts
interrupting the user with an unrelated issue as the user is explaining what is happening on the
laptop. Which of the following should the technician do?

A. Politely tell the user they can solve the coworkers issue and then contact the technician when
they are ready to give their attention to the technician.
B. Politely ask the coworker to stop interrupting and ask the coworker to come back at another
time.
C. Tell the user the technician will figure out the problem and fix it they have more important
problems to take care of.
D. Politely ask coworker to let the user finish their explanation and focus on what the user is
saying.
D. Politely ask coworker to let the user finish their explanation and focus on what the user is
saying.
Which of the following is a loopback address on a computer with an IP address of 192.168.0.12, a
subnet mask of 255.255.255.0 and a gateway of 192.168.0.1?

A. 192.168.0.0
B. 192.168.0.1
C. 255.255.255.0
D. 127.0.0.1
D. 127.0.0.1
Which of the following will navigate to the Computer Management MMC Plug-in? (Select TWO).

A. Right click on My Computer and select Manage.
B. Double click the Computer Management icon under Administrative Tools.
C. Click Start, type in Run and then type inregedit.
D. Right click on the Start Menu and select Properties.
E. Click Start, type in Run and then type inmsconfig.
A. Right click on My Computer and select Manage.
B. Double click the Computer Management icon under Administrative Tools.
Which of the following is the correct way to get to the Services MMC Plug-in to see what services
are currently running? (Select TWO).

A. Right click on the My Computer and select Properties.
B. Open Control Panel, open Administrative Tools, double click on the Services icon.
C. Click Start>Run and then type in services.msc.
D. Click Start>Run and then type inregedit.
E. Click Start>Run and then type in regedt32.
B. Open Control Panel, open Administrative Tools, double click on the Services icon.
C. Click Start>Run and then type in services.msc.
Which of the following is a valid boot device? (Select THREE).

A. RAM
B. DVD.ROM
C. Hard disk
D. Tape drive
E. Sound card
F. NIC
B. DVD.ROM
C. Hard disk
F. NIC
Starting Windows XP in Safe Mode will cause which of the following to occur? (Select TWO).

A. Windows will not save any file changes while is Safe Mode.
B. Windows prevents successful boot and logon from updating Last Known Good Configuration.
C. Windows XP will scan all drivers and services to make sure they are all approved and safe to
run during boot.
D. Windows XP starts basic networking to allow for updating of drivers from the Internet.
E. Windows XP uses the minimum set of drivers and services to start the GUI.
B. Windows prevents successful boot and logon from updating Last Known Good Configuration.
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E. Windows XP uses the minimum set of drivers and services to start the GUI.
Which of the following Windows operating systems has a different user folder path than the rest?

A. Windows XPMedia Center Edition
B. Windows XP Home
C. WindowsVista Ultimate
D. Windows 2000 Professional
C. WindowsVista Ultimate
Before returning a repaired system to a user, which of the following should be done? (Select
TWO).

A. Document the system findings, actions, and outcomes.
B. Verify full system functionality and implement preventative measures.
C. Inform the user every step that was performed throughout the entire troubleshooting process.
D. Inform the user that the computer may not function as it did before the problem occurred.
E. Change theusers permissions so that they cannot create any potential problems in the future.
A. Document the system findings, actions, and outcomes.
B. Verify full system functionality and implement preventative measures.
Which of the following uses data striping to distribute data across multiple disks with no fault
tolerance?

A. RAID 0
B. RAID 1
C. RAID 5
D. RAID 10
A. RAID 0
Which of the following uses multiple disks to create one functional drive with parity spanning all the
disks?

A. RAID 0
B. RAID 1
C. RAID 5
D. RAID 10
C. RAID 5
Which of the following interfaces supports only one device per port?

A. RS-232
B. USB 1.1
C. SCSI
D. Bluetooth
A. RS-232
On which of the following interfaces should a technician expect to see status light indicators?
(Select TWO).

A. IEEE 1394
B. PS/2
C. Parallel
D. NIC
E. Modem
F. Serial
D. NIC
E. Modem
Which of the following is used to control access to a network based on the address hard coded
into the NIC?

A. 802.11n
B. MAC filtering
C. Channel 11
D. SSID
B. MAC filtering
Which of the following is used to control access to a broadcasted wireless network based on a
user supplied key?

A. NAT
B. WEP
C. SSID
D. MAC
B. WEP
Which of the following is assigned to broadcast on a wireless network?

A. WPA key
B. SSID
C. MAC filtering
D. WEP key
B. SSID
Which of the following Windows XP Control Panel applets could a technician use to change a local
workstation password? (Select TWO).

A. System
B. User Accounts
C. Administrative Tools
D. Security Center
E. Accessibility Options
B. User Accounts
C. Administrative Tools
A customer connects a projector to their laptop, but no display shows on the screen. The projector
is turned on. Which of the following could the technician do to send the display to the projector?

A. Use appropriate function toggle key to switch display mode.
B. Press F1 to shift display to the projector.
C. Reboot the computer, the system will auto-select the projector on restart.
D. Go into Device Manager and enable the projector.
A. Use appropriate function toggle key to switch display mode.
Which of the following BEST describes the function of a firewall?

A. Resolves queries for resolution of host names to IP addresses.
B. Secures network Internet traffic through shared key encryption.
C. Provides security for a network through the use of ACLs.
D. Dynamically assigns IP addresses for easy client configuration.
C. Provides security for a network through the use of ACLs.
After the problem is resolved, which of the following should be the NEXT action according to the
troubleshooting theory?

A. Return the system to the user.
B. Recreate the problem and reapply the solution to ensure it worked properly.
C. Verify that all other parts of the system are working properly.
D. Inform the user of every step that was taken so the user can self-repair if the problem occurs
C. Verify that all other parts of the system are working properly.
Which of the following media can be MOST affected by magnets and should therefore be kept
away from all magnetic fields? (Select THREE).

A. Digital Video Disc
B. Backup Tape
C. Compact Disc
D. IDE Hard Drive
E. Solid State Drive
F. 1.44MB Floppy Disk
B. Backup Tape
D. IDE Hard Drive
F. 1.44MB Floppy Disk
Which of the following methods can a technician use to find the IP address of a computer? (Select
TWO).

A. Right click on My Computer, select Properties, select the Hardware tab, and then click on
Device Manager.
B. Open a command window and run net /?from the command line.
C. Run the System Configuration Utility from the run line and click on the Services tab.
D. Open Network Connections from the control panel, right click the Local Area Connection, select
Status, and then select the Support tab.
E. Open a command window and runipconfig from the command line.
D. Open Network Connections from the control panel, right click the Local Area Connection, select
Status, and then select the Support tab.
E. Open a command window and runipconfig from the command line.
ts.com
Which of the following are valid installation methods for Windows XP? (Select THREE).

A. Factory recovery partition
B. XCOPY all files from another computer
C. Installation from Microsoft.com
D. Windows CD installation
E. Network installation
F. Purchase a fully configured hard drive
A. Factory recovery partition
D. Windows CD installation
E. Network installation
Which of the following is used to control access to a network based on the address hard coded
into the NIC?

A. 802.11n
B. MAC filtering
C. Channel 11
D. SSID
B. MAC filtering
Which of the following is used to control access to a broadcasted wireless network based on a
user supplied key?

A. NAT
B. WEP
C. SSID
D. MAC
B. WEP
Which of the following is assigned to broadcast on a wireless network?

A. WPA key
B. SSID
C. MAC filtering
D. WEP key
B. SSID
Which of the following Windows XP Control Panel applets could a technician use to change a local
workstation password? (Select TWO).

A. System
B. User Accounts
C. Administrative Tools
D. Security Center
E. Accessibility Options
B. User Accounts
C. Administrative Tools
A customer connects a projector to their laptop, but no display shows on the screen. The projector
is turned on. Which of the following could the technician do to send the display to the projector?

A. Use appropriate function toggle key to switch display mode.
B. Press F1 to shift display to the projector.
C. Reboot the computer, the system will auto-select the projector on restart.
D. Go into Device Manager and enable the projector.
A. Use appropriate function toggle key to switch display mode.
Which of the following BEST describes the function of a firewall?

A. Resolves queries for resolution of host names to IP addresses.
B. Secures network Internet traffic through shared key encryption.
C. Provides security for a network through the use of ACLs.
D. Dynamically assigns IP addresses for easy client configuration.
C. Provides security for a network through the use of ACLs.
After the problem is resolved, which of the following should be the NEXT action according to the
troubleshooting theory?

A. Return the system to the user.
B. Recreate the problem and reapply the solution to ensure it worked properly.
C. Verify that all other parts of the system are working properly.
D. Inform the user of every step that was taken so the user can self-repair if the problem occurs
C. Verify that all other parts of the system are working properly.
Which of the following media can be MOST affected by magnets and should therefore be kept
away from all magnetic fields? (Select THREE).

A. Digital Video Disc
B. Backup Tape
C. Compact Disc
D. IDE Hard Drive
E. Solid State Drive
F. 1.44MB Floppy Disk
B. Backup Tape
D. IDE Hard Drive
F. 1.44MB Floppy Disk
Which of the following methods can a technician use to find the IP address of a computer? (Select
TWO).

A. Right click on My Computer, select Properties, select the Hardware tab, and then click on
Device Manager.
B. Open a command window and run net /?from the command line.
C. Run the System Configuration Utility from the run line and click on the Services tab.
D. Open Network Connections from the control panel, right click the Local Area Connection, select
Status, and then select the Support tab.
E. Open a command window and runipconfig from the command line.
D. Open Network Connections from the control panel, right click the Local Area Connection, select
Status, and then select the Support tab.
E. Open a command window and runipconfig from the command line.
Which of the following are valid installation methods for Windows XP? (Select THREE).

A. Factory recovery partition
B. XCOPY all files from another computer
C. Installation from Microsoft.com
D. Windows CD installation
E. Network installation
F. Purchase a fully configured hard drive
A. Factory recovery partition
D. Windows CD installation
E. Network installation
A user calls stating that they are missing icons from the Windows desktop and that the My
Documents folder is empty. Which of the following is the MOST likely cause of the problem?

A. The local user profile is corrupt.
B. The user saved the files to a different location.
C. The user selected an alternate hardware profile.
D. The user accidentally deleted the files.
A. The local user profile is corrupt.
When attempting to understand a problem the technician should ask the:

A. users coworker to confirm what the user said and verify there is a problem.
B. user to move so the technician can check the computer for problems.
C. user to state the issue and stop the user when the technician has an idea of how to fix the problem.
D. user to explain the problem and listen without interrupting the user.
D. user to explain the problem and listen without interrupting the user.
Which of the following is the maximum cable length of a CAT5e?

A. 100 feet (30 meters)
B. 328 feet (100 meters)
C. 492 feet (150 meters)
D. 1076 feet (328 meters)
B. 328 feet (100 meters)
Which of the following cable types would be used in a 10BaseT network?

A. UTP
B. ThinNet
C. Fiber
D. Coaxial
A. UTP
Which of the following is a benefit of using STP cable?

A. Increased RFI
B. Decreased ESD
C. Decreased EMI
D. Increased transfer rate
C. Decreased EMI
Which of the following utilities is used to remove programs from startup in Windows XP?

A. MSCONFIG
B. ASR
C. Task Manager
D. Computer Management
A. MSCONFIG
Which of the following devices must be terminated at the last device or none of the devices will
work?

A. SCSI
B. Serial
C. IDE
D. Parallel
A. SCSI
Which of the following commands will automatically reconnect a network drive as F: after a reboot
in Windows XP?

A. net use \\ComputerName\ShareName /persistent:NO :F
B. net use F: \\ComputerName\ShareName /persistent:NO
C. net use \\ComputerName\ShareName /persistent:YES :F
D. net use F: \\ComputerName\ShareName /persistent:YES
D. net use F: \\ComputerName\ShareName /persistent:YES
Which of the following ports is commonly used when adding a network printer in Windows XP?

A. Standard TCP/IP port
B. USB port
C. Serial port
D. Parallel port
A. Standard TCP/IP port
Which of the following Windows XP system files would a technician edit to change which operating
system loads by default when multiple operating systems are installed?

A. Ntbtlog.txt
B. Sysprep.inf
C. Bootsect.dos
D. Boot.ini
D. Boot.ini
A user calls stating that they are missing icons from the Windows desktop and that the My
Documents folder is empty. Which of the following is the MOST likely cause of the problem?

A. The local user profile is corrupt.
B. The user saved the files to a different location.
C. The user selected an alternate hardware profile.
D. The user accidentally deleted the files.
A. The local user profile is corrupt.
When attempting to understand a problem the technician should ask the:

A. users coworker to confirm what the user said and verify there is a problem.
B. user to move so the technician can check the computer for problems.
C. user to state the issue and stop the user when the technician has an idea of how to fix the
problem.
D. user to explain the problem and listen without interrupting the user.
D. user to explain the problem and listen without interrupting the user.
Which of the following is the maximum cable length of a CAT5e?

A. 100 feet (30 meters)
B. 328 feet (100 meters)
C. 492 feet (150 meters)
D. 1076 feet (328 meters)
B. 328 feet (100 meters)
Which of the following cable types would be used in a 10BaseT network?

A. UTP
B. ThinNet
C. Fiber
D. Coaxial
A. UTP
Which of the following is a benefit of using STP cable?

A. Increased RFI
B. Decreased ESD
C. Decreased EMI
D. Increased transfer rate
C. Decreased EMI
Which of the following utilities is used to remove programs from startup in Windows XP?

A. MSCONFIG
B. ASR
C. Task Manager
D. Computer Management
A. MSCONFIG
com
Which of the following devices must be terminated at the last device or none of the devices will
work?

A. SCSI
B. Serial
C. IDE
D. Parallel
A. SCSI
Which of the following commands will automatically reconnect a network drive as F: after a reboot
in Windows XP?

A. net use \\ComputerName\ShareName /persistent:NO :F
B. net use F: \\ComputerName\ShareName /persistent:NO
C. net use \\ComputerName\ShareName /persistent:YES :F
D. net use F: \\ComputerName\ShareName /persistent:YES
D. net use F: \\ComputerName\ShareName /persistent:YES
Which of the following ports is commonly used when adding a network printer in Windows XP?

A. Standard TCP/IP port
B. USB port
C. Serial port
D. Parallel port
A. Standard TCP/IP port
Which of the following Windows XP system files would a technician edit to change which operating
system loads by default when multiple operating systems are installed?

A. Ntbtlog.txt
B. Sysprep.inf
C. Bootsect.dos
D. Boot.ini
D. Boot.ini
To configure dual-boot computers, you need to edit the boot.ini that is loaded by the ntldr file that
loads the bootstrap process in a system. The boot.ini file is an editable text file with one or more
lines that reference partitions to boot to.
A technician needs to increase the paging file size on a Windows XP system. Where would they
find this setting?

A. System Properties>Advanced>Performance Settings>Advanced
B. System Properties>General
C. System Properties>Advanced>Environment Variables
D. System Properties>Advanced>Startup and Recovery Settings
A. System Properties>Advanced>Performance Settings>Advanced
Which of the following slots will support the fastest video card?

A. ISA
B. PCIe
C. PCMCIA
D. AGP
B. PCIe
A user calls and reports that after the cleaning crew left they started hearing beeping from under
their desk. Which of the following is MOST likely the cause?

A. A new security update is available for download.
B. The default printer is out of paper or offline.
C. The speaker wires were disconnected while cleaning.
D. The UPS is disconnected from the wall.
D. The UPS is disconnected from the wall.
Which of the following is the BitLocker utility used for?

A. Storing passwords
B. Blocking harmful network traffic
C. Securing wireless access points
D. Encrypting hard drives
D. Encrypting hard drives
Which of the following identifies a wireless network when looking at available access points?

A. Hostname
B. Default gateway
C. ISP
D. SSID
D. SSID
Where can a technician find information relating to common problems or concerns on a Windows
XP computer?
A. Right-click My Computer > Help and Support
B. Start > Help and Support
C. Start > Programs > Accessories > System Tools > Help and Support
D. Right-click Taskbar > Help and Support
B. Start > Help and Support
After a technician repairs a printer problem, the customer asks for an explanation the cause of the
problem. Which of the following is MOST appropriate?

A. The paper jam was caused by moisture in the paper tray.
B. The process of removal is so complex that only those certified for repair should attempt to
resolve.
C. The situation was caused by irresponsible users that spilled coffee in the bottom tray.
D. Due to condensation within the lower tray assembly, the functionality of the rollers was impaired
and therefore ceased to transfer properly.
A. The paper jam was caused by moisture in the paper tray.
Which of the following copper cabling is BEST to use if data rate speed is not an issue and the
segment length must be 1640 feet (500 meters) long?

A. CAT6
B. CAT5e
C. RG-58ThinNet
D. RG-8ThickNet
D. RG-8ThickNet
Which of the following BEST describes digital signatures?

A. Cryptographic mechanism that identifies the sender as well as the message integrity
B. Email applicationadD.in which adds the signature block to all email messages
C. An infallible method which binds a signature to a message
D. Requires the receiver to have access to thesenders private encryption key
A. Cryptographic mechanism that identifies the sender as well as the message integrity
Which of the following is a benefit of using a password generator?

A. Generators create new passwords every time a user signs in to prevent social engineering.
B. Generators eliminate the requirement to establish log-in attempt limitations.
C. Generators extend the requirement to periodically change passwords.
D. Generators eliminate ausers tendency to create passwords that can be a security liability.
D. Generators eliminate ausers tendency to create passwords that can be a security liability.
Which of the following describes the random access memory limitations with Vista 32-bit operating
system?

A. 2GB
B. 4GB
C. 8GB
D. 128GB
B. 4GB
Which of the following describes the S-video mini-DIN connector on laptops?

A. Allows a LCD projectors output to display on a laptops screen
B. Allows analog video output to a variety of devices
C. Allows digital video to a variety of devices
D. Allows digital video and audio to a variety of devices
B. Allows analog video output to a variety of devices
Which of the following components should be in contact with thermal compound? (Select TWO).

A. Motherboard
B. Fan
C. Heatsink
D. CPU
E. Capacitors
C. Heatsink
D. CPU
Which of the following components prevents a motherboard from making electrical contact with the
case it is in?

A. Riser cards
B. Standoffs
C. Screws
D. Daughterboard
B. Standoffs
Plastic and metal standoffs are used to mount the motherboard and to prevent it from touching the
metal portions of the case. You should install only the standoffs that align with the holes in the
motherboard. Installing any additional standoffs may prevent the motherboard from being seated
properly in the computer case.
Which of the following Internet connectivity methods MOST commonly uses the PPPoE
authentication method?

A. Dial-up
B. Cable
C. DSL
D. Satellite
C. DSL
In which of the following locations can a browser pull files in order to avoid pulling them from the
Internet?

A. Temporary Internet Files
B. Browser Plug-Ins
C. Downloaded Program Files
D. Windows Temporary Files
A. Temporary Internet Files
Which of the following addresses would be assigned by APIPA?

A. 169.254.0.15
B. 10.0.0.25
C. 172.16.1.15
D. 192.168.0.15
A. 169.254.0.15
Which of the following BEST describes a Trojan horse?

A. Malicious software that monitors Internet surfing habits
B. Malicious software that is self-replicating and self-propagating
C. Malicious software attached to another piece of software
D. Malicious software attached to an incoming email
C. Malicious software attached to another piece of software
Which of the following BEST describes a worm?

A. Malicious software that is self-replicating and self-propagating
B. Malicious software that changes theusers home page
C. Malicious software attached to another piece of software
D. Malicious software that monitors Internet surfing habits
A. Malicious software that is self-replicating and self-propagating
Which of the following BEST describes the function of ECC in a RAM module?

A. Ability to bypass the IRQ channels to work directly with the CPU
B. Ability to detect hardware incompatibilities and resolve them
C. Ability to detect and correct single bit errors in memory
D. Ability to use varying levels of voltage for power saving
C. Ability to detect and correct single bit errors in memory
Which of the following devices would enable a user to use multiple computers with a single
monitor?

A. KVM
B. USB hub
C. Graphics adaptor
D. Capture card
A. KVM
An external hard drive installation has caused a system to crash. Which of the following would be
the BEST startup selection?

A. Debugging Mode
B. Safe Mode with Command Prompt
C. Last Known Good Configuration
D. Active Directory Restore Mode
C. Last Known Good Configuration
In Windows 2000 to get back to your previously functioning environment after an incorrect driver
installation, you would choose the Last Known Good Configuration advanced startup option. This
option saves the last functional state of the system when the system booted perfectly and allows
you to restore back the system to the previous state when some problem occurs and system is
unable to boot normally.
A technician is upgrading a computer for a customer that wishes to have faster than 54MB/s
wireless LAN connection. Which of the following standards should the technician upgrade to?

A. 802.11g wireless card
B. 802.11n wireless card
C. 802.11a wireless card
D. 802.11b wireless card
B. 802.11n wireless card
A system is malfunctioning and the technician has asked the user about any recent changes to the
system. Before the technician performs any diagnostics which of the following actions should the
technician take?

A. Run a power supply test.
B. Run a backup routine.
C. Apply the latest service pack.
D. Boot into Safe Mode.
B. Run a backup routine.
A technician has asked a user about any recent changes to a system and was able to backup all
the important data prior to troubleshooting. Which of the following should the technician do NEXT?

A. Create a checklist of the most likely issues.
B. Update all software to determine if this corrects the problem.
C. Check the security log for error codes.
D. Restore the backup to a new hard drive.
A. Create a checklist of the most likely issues.
A customer receives a bluescreen message. The customer asks the technician, What is a
bluescreen message? How should the technician respond?

A. Explain that it is a message that assists in identifying problems based on the error code.
B. Explain that it is difficult to tell what is wrong without accessing the Microsoft Knowledge Base
and looking up the specific code.
C. Tell the customer that abluescreen is another name for stop error.
D. Tell the customer that abluescreen message means their data is lost and the operating system
needs to be updated.
A. Explain that it is a message that assists in identifying problems based on the error code.
A technician hears a sound that resembles a ticking clock coming from a system. Which of the
following is MOST likely causing the sound?

A. Under powered fan
B. Failed fan
C. System clock feature
D. Failing hard drive
D. Failing hard drive
Which of the following will BEST prevent theft of monitors and laptops?

A. Logical Token
B. Pad locks
C. RSA keys
D. Cable locks
D. Cable locks
A customer has a 12" laptop computer. In the office they want to use a 24" LCD monitor, full size keyboard, and a regular mouse without having to connect all of the devices each time. Which of the following will allow this functionality?

A. Docking station
B. Daisy chain
C. Network Hub
D. Crossover cable
A. Docking station
The Docking station is a platform that allows you to host desktop components permanently. It
provides slots for expansion cards, connectors for peripheral devices, and bays for storage
devices. Once a portable computer is inserted in a docking station it behaves like a desktop
computer.
A customer states they want a new hard drive that is resistant to shock. Which of the following can
be installed to accommodate the customers request?

A. PATA hard drive
B. SATA hard drive with a rubber gasket
C. Solid state hard drive
D. SCSI drive with properly terminated ends
C. Solid state hard drive
Which of the following is part of the TCP/IP network configuration? (Select TWO).

A. AppleTalk
B. DHCP
C. IPX/SPX
D. DNS
E. NetBEUI
B. DHCP
D. DNS
Which of the following BEST describes what a VPN is?

A. A testing protocol to verify the strength of a security infrastructure using mock intrusion attacks.
B. A private network between two computers using wireless cards without using a wireless access
point between them.
C. A secured line of communication between two points through a public network.
D. A networking protocol used for the propagation of virus data to ensure anti-virus is up to date.
C. A secured line of communication between two points through a public network.
When performing a Windows installation on a computer that has its hard drives connected to a
new SATA card, which of the following must be performed for the installation to be successful?

A. Use the Windows XP Professional for SATA card support feature when installing Windows.
B. Create a utilities partition on the hard disk prior to OS install.
C. Disable the system BIOS so the SATA card can take boot precedence.
D. Press F6 when prompted to load the additional drivers.
D. Press F6 when prompted to load the additional drivers.
Which of the following should be plugged into a UPS located at a users desk? (Select THREE).

A. Laser Printer
B. Monitor
C. Laptop AC Adapter
D. Portable Heater
E. Vacuum Cleaner
F. Computer
B. Monitor
C. Laptop AC Adapter
F. Computer
He should plug in the monitor, the AC adapter of the laptop and the computer.
Nothing else should be plugged into the UPS under a user's desk.
Which of the following slot types has the GREATEST peak bandwidth?

A. ISA
B. PCIe
C. AGP
D. PCI-X
B. PCIe
Which of the following is the proper way to enter the Windows Advanced options menu?

A. Midway through Windows loading, power cycle the system.
B. Press F8 after POST but before Windows begins to load.
C. Edit the config.sys file that is located on the root directory.
D. Enter System Configuration Utility and select Startup Menu.
B. Press F8 after POST but before Windows begins to load.
To access the advanced startup options in Windows Vista and Windows XP you need to press F8
during the first phase of the boot process.
A client receives an email stating that their online auction has been compromised. It says that they
need to login and change their old username, password along with all of their account information.
Which of the following is this an example of?

A. Phishing
B. Botnet attack
C. Spyware
D. Trojan
A. Phishing
Which of the following wireless technologies has a maximum range of 30 feet (9 meters)?

A. 802.11b
B. Bluetooth 2.0
C. Infrared
D. 802.11a
B. Bluetooth 2.0
Which of the following I/O devices can be daisy chained together, but has to be terminated at the
last device?

A. USB
B. SCSI
C. Serial
D. Parallel
B. SCSI
Which of the following connectors would plug into a 56K dial-up modem?

A. RJ-11
B. BNC
C. RJ-45
D. ST
A. RJ-11
In a Windows machine, which of the following locations can a programs executable file be typed in
and launched from?

A. From the system configuration utility
B. From the MMC snap-in
C. From the start command window
D. From Administrator tools in the control panel
C. From the start command window
In Windows XP, which of the following can the technician use to stop a program from loading at
startup? (Select TWO).

A. Event Viewer
B. Registry
C. Performance Monitor
D. MSCONFIG
E. Net stop
B. Registry
D. MSCONFIG
A corporate office user reports that they are unable to print to a locally connected printer. Which of
the following is the BEST response from the technician?

A. Can I redirect your computer to a network printer until a technician can repair the problem?
B. Have you removed and replaced the printer drivers already?
C. I will dispatch a technician as soon as possible but there are a number of jobs ahead of you.
D. Select Start; type CMD in the run line; when the black window opens, type print lpt1 in the box.
A. Can I redirect your computer to a network printer until a technician can repair the problem?
A user reports that they have not heard from the help desk since calling in a problem two days
ago. Which of the following is the BEST response?

A. Inform the user that a technician will be out to resolve their problem shortly.
B. Inform the user that there is no record of the prior call.
C. Close existing ticket and open a new trouble ticket for the user.
D. Inform the user that the problem will be escalated to a supervisor for resolution.
D. Inform the user that the problem will be escalated to a supervisor for resolution.
Which of the following is the proper technique for cleaning the inside of a desktop computer with a
can of compressed air?

A. Leave the unit powered up so that any issues with cleaning can be immediately realized.
B. Unplug the power cable, remove all the components inside the case and spray each one
separately.
C. Unplug the power cable, remove the cover, hold the can upright and spray.
D. Unplug the power cable, remove the cover, remove all components, hold the can upside down
and spray.
C. Unplug the power cable, remove the cover, hold the can upright and spray.
Which of the following tools can protect a workstation against ESD? (Select TWO).

A. Thermal transfer compound
B. GrounD.fault isolation outlet
C. Anti-static wrist strap
D. Anti-static mat
E. Anti-magnetic screwdrivers
F. UPS
C. Anti-static wrist strap
D. Anti-static mat
Memory was added to a Windows laptop and upon booting up, the BIOS only reports the original
memory amount. Which of the following are the MOST likely issues? (Select TWO).

A. Memory mismatch.
B. Memory size needs to be adjusted in Device Manager.
C. Memory brand is different than the computer.
D. Operating system does not recognize the additional memory.
E. Memory is defective.
A. Memory mismatch.
E. Memory is defective.
A user reports that their laptop has frozen up and will not shut down or log off. The technician
removed the external power adapter and held the power button down for ten seconds but the
problem still exists. Which of the following should the technician do NEXT?

A. Remove the CMOS battery.
B. Disconnect all external devices.
C. Remove the internal main battery.
D. Wait until the main battery is exhausted and then remove.
C. Remove the internal main battery.
The fan on a power supply is not working. Which of the following is the BEST course of action?

A. Replace then entire power supply.
B. Continue using the power supply until it fails.
C. Verify the voltage powering the fan.
D. Replace the fan.
A. Replace then entire power supply.
In which of the following situations would a voltage switch on a power supply need to be changed?

A. When putting a PC into long-term storage
B. When traveling to other countries
C. When troubleshooting power issues
D. When installing more powerful components
B. When traveling to other countries
Which of the following stores information for faster access on a CPU?

A. Front side bus
B. Removable storage
C. Cache
D. RAM
C. Cache
Which of the following adapter cards should be installed so a PC can use RAID? (Select TWO).

A. USB
B. SATA
C. Serial
D. SCSI
E. IEEE 1394
B. SATA
D. SCSI
Which of the following BEST describes how a thermal transfer printer works?

A. Toner sticks to photoconductive areas on a drum.
B. Small wires impact and squeeze ink from a ribbon.
C. Heat from theprinthead transfers an image onto the paper.
D. Heat from theprinthead boils a water-based ink.
C. Heat from theprinthead transfers an image onto the paper.
Which of the following BEST describes how an impact printer works?

A. Heat from theprinthead boils a water-based ink.
B. Small wires strike and transfer ink from a ribbon.
C. Heat from theprinthead melts the ink onto the paper.
D. Toner sticks to photoconductive areas on a drum.
B. Small wires strike and transfer ink from a ribbon.
Which of the following is the MOST likely power source for a desktop computer?

A. Switching-mode power supply
B. Linear power supply
C. Nickel cadmium cell
D. Lithium ion cell
A. Switching-mode power supply
Which of the following is the maximum speed at which a standard CD.ROM can be read?

A. 24x
B. 32x
C. 48x
D. 52x
D. 52x
Which of the following hardware features controls power management?

A. ODBC
B. ACPI
C. IRQ
D. IMAPI
B. ACPI
To define power management in laptop computers, you need to use ACPI standard. It was
introduced in 1996 and is an extension of the system BIOS.
A user wants to add an additional network connection to their laptop. Which of the following bus
slots will a laptop MOST likely have available to support a new NIC?

A. SATA
B. AGP
C. SODIMM
D. PCMCIA
D. PCMCIA
A technician arrives to resolve a customer issue. Although the technician has immediately
responded to the dispatch, the technician finds the customer extremely angry that it has taken over four hours for a response. Which of the following is the BEST course of action for the
technician to take to resolve the issue?

A. Empathize with the customer then focus on completing the task in an expedited manner. Upon
closure, document the situation and inform the manager that the customer was not happy with the
response time.
B. Empathize with thecustomers urgency and explain that there have been problems with the call
tracking system for weeks. Make sure the customer is aware that the current service level
agreement allows for an eight hour response.
C. Focus on completing the task in an expedited manner. Upon closure, document the situation
and inform management that thecustomers behavior was undesirable.
D. Contact the dispatch team immediately and request to speak to a manager to determine the
breakdown in response time.
A. Empathize with the customer then focus on completing the task in an expedited manner. Upon
closure, document the situation and inform the manager that the customer was not happy with the
response time.
A technician has replaced a failed keyboard that was full of debris. The technician then explained
to the customer the importance of keeping a clean area around their computer. Which of the
following should be the technicians NEXT troubleshooting step?

A. Ask another technician to verify that the findings are correct.
B. Document the issue including findings, actions taken and the outcome.
C. Report the incident to thecustomers manager.
D. Follow up with the customer at a later date, to ensure that the keyboard is still functioning.
B. Document the issue including findings, actions taken and the outcome.
An end user states that they are unable to connect to their home wireless network from their
laptop. They were able to connect without a problem the day before, but now they are unable to
see the network at all. Which of the following is the MOST likely cause for the problem?

A. Recent provider upgrades have changed the wireless specification from 802.11a to 802.11n.
B. The wireless network card has been disabled by the hardware switch.
C. MAC filtering is preventing the computer from connecting to the network.
D. The wireless network is not properly configured.
B. The wireless network card has been disabled by the hardware switch.
A customer states that they are no longer able to print to their color network printer. The customer
was able to print and then left on vacation. Since returning the customer is only able to print to the
black and white printer. Everyone else is able to print to the color printer without a problem. Which
of the following is the MOST likely cause for the customers issue?

A. Thecustomers permissions have changed and needs to be an administrator to print color.
B. The DHCP service needs to be restarted on the client computer.
C. The printer address has changed and the customer needs to remap their printer.
D. The print spooler service needs to be restarted on the client computer.
C. The printer address has changed and the customer needs to remap their printer.
When installing a new CPU for a customer, the customer asks what the tube of paste that came
with the CPU is used for. Which of the following is the correct explanation of the paste?

A. It prevents theft by covering the values written on the CPU.
B. It prevents voltage from shorting out the CPU.
C. It keeps the new CPU from falling out of the socket.
D. It assists in keeping the CPU cool.
D. It assists in keeping the CPU cool.
Which of the following devices should be added to a network to support full-duplex
communications?

A. Firewall
B. Switch
C. Ethernet hub
D. Modem
B. Switch
Which of the following is a private IP address and will not be routable on the Internet?

A. 206.1.9.3
B. 192.168.1.16
C. 176.15.1.7
D. 8.1.1.23
B. 192.168.1.16
A technician wants to configure a tape backup to run every evening that will only archive files that
have changed since the last tape was run. The backup should clear the archive bit for each file.
Which of the following backup type should be selected?

A. Incremental
B. Copy
C. Full
D. Daily
A. Incremental
You should run an incremental backup as this only backs up files that have changed since the last
backup and marks the files as backed up by clearing the archive bit. A copy backup backs up the
selected files and does not mark the files as archived. A full backup backs up all the files on the
disk, these files are then marked as archived.
When working on an older machine a technician notices that when the resolution is increased the
number of available colors drops to 16-bit from 32-bit. Which of the following is the MOST likely
cause of this?

A. Limited amount of memory for the display adapter
B. Not enough free space on the hard drive
C. Graphics card jumpers need to be reconfigured
D. The monitor needs to be replaced with a newer model
A. Limited amount of memory for the display adapter
The term quad core implies that a CPU:

A. requires memory to be installed four units at a time.
B. has twice the cache of a dual core processor.
C. is clocked four times faster than a normal unit.
D. has four integrated processing units.
D. has four integrated processing units.
A dual core CPU has:

A. has two error correcting and checking units.
B. double the number of pins.
C. two separate processing units.
D. twice the amount of cache.
C. two separate processing units.
While a customer is describing a problem to a technician, the technician knows what the solution
is. However, the customer is not done describing all their symptoms. Which of the following would
be the MOST appropriate action of the technician to take?

A. The technician should ask the customer to repeat the problem several times so they can verify
all of the facts.
B. Wait until the customer is finished thenrefer them to a website so they can find the resolution
and implement any preventative techniques so the problem does not appear again.
C. Hear what the customer has to say without interrupting if it will not take an excessive amount of
time.
D. Politely tell the customer that the solution is known and that no other symptoms need to be
discussed.
C. Hear what the customer has to say without interrupting if it will not take an excessive amount of
time.
SSL technology is used to:

A. provide remote assistance to users.
B. encrypt the contents of a hard disk.
C. secure communications with websites.
D. prevent unauthorized login attempts.
C. secure communications with websites.
A technician is observing a laser jet printer that is jamming. The printer must be repaired
immediately as it is in production and cannot be taken down for a long period of time. Which of the
following safety precautions must the technician be aware of before repairing the printer?

A. The laser will be hot.
B. The print fuser will be hot.
C. The print spooler can catch any loose clothing.
D. The ink carriage might move.
A. A wrist strap
B. Nonmetallic tools
C. A UPS
D. Unplug the laptop
A user states that when using a tablet PC the mouse icon does not move to the exact location
when pointing to the screen. Which of the following would BEST resolve this issue?

A. Replace the touch screen.
B. Calibrate the touch screen.
C. Replace the mouse.
D. Reinstall the mouse drivers.
B. Calibrate the touch screen.
A customer is talking to the technician about an update that occurred a while back and has no
relationship to the problem at hand. Which of the following is the BEST way to respond the
customer?

A. Disregard the statement and continue to resolve the new issue.
B. Ask the user about where information on that update was released.
C. Wait until the customer completes their statement andexplain how to resolve the new issue.
D. State that the update has no relationship to the new issue and continue implementing a
solution.
C. Wait until the customer completes their statement andexplain how to resolve the new issue.
Which of the following command line tools would be BEST to use if a technician wants to see if a
printer is on the network?

A. ipconfig
B. ping
C. telnet
D. msconfig
B. ping
A mandatory update is going to be released to the users on the network that will reboot the
workstations during lunch hours. Which of the following would be the BEST way to communicate
the mandatory update to the users?

A. Post notices around the building.
B. Stop the mandatory update.
C. Email the users about the update.
D. Install the update without notice.
C. Email the users about the update.
A technician is on a service call and notices that a friend is calling. Which of the following is the
BEST course of action?

A. Ask the customer for permission before answering the call.
B. Ignore the call and call back afterwards.
C. Answer the call and then resume work.
D. Step outside and answer the call.
B. Ignore the call and call back afterwards.
When attempting to boot-up, a PC displays MISSING NTLDR. Which of the following is the FIRST
procedure that a technician should carryout to correct this error?

A. Install Windows Updates.
B. Remove any incompatible hardware.
C. Clear any removable disks from all drives and start-up PC.
D. Disable plug and play in the BIOS.
C. Clear any removable disks from all drives and start-up PC.
Where can a technician configure multiple monitor displays in Windows Vista?

A. Control Panel>Configuring Desktop
B. Control Panel>Services
C. Display Settings>Advanced Settings
D. Display Settings>Resolution
C. Display Settings>Advanced Settings
Using regedit, how can the registry backup before changes are made?

A. Export registry file
B. Backup registry file
C. Save registry file
D. Import registry file
A. Export registry file
A technician needs to add 802.11g network connectivity to a laptop. Which of the following would
be the BEST method?

A. Update the firmware in LAN adapter.
B. Install a wireless PCMCIA card.
C. Install a Bluetooth USB adapter.
D. Activate infrared ports in the BIOS.
B. Install a wireless PCMCIA card.
To record audio using a microphone attached to a computer running Windows XP, which of the
following locations would provide access to adjust the input levels?

A. Start>Settings>Control Panel>Sounds and Audio Devices>Audio
B. Start>Settings>Control Panel>System>Hardware
C. Start>Settings>Control Panel>Speech
D. Start>Settings>Control Panel>Sounds and Audio Devices>Sounds
A. Start>Settings>Control Panel>Sounds and Audio Devices>Audio
Which of the following is the MOST common form of a serial port?

A. 9-pinD.shell
B. RJ-45
C. 15-pin
D. shell
E. 6-pin Mini-DIN
A. 9-pinD.shell
A technician needs to identify the type of memory in use by a computer. One of the memory
modules has 168 pins. Which of the following is the memory type?

A. SODIMM
B. RIMM
C. DDR RAM
D. SDRAM
D. SDRAM
An end user reports that anytime they try to print locally, nothing happens. Which of the following
services is MOST likely causing the issue?

A. Print Spooler
B. Task Scheduler
C. Workstation
D. Network
A. Print Spooler
Which of the following is the NEXT phase after POST?

A. Logon phase
B. Autoexec.bat
C. Boot loader phase
D. Kernel loading phase
C. Boot loader phase
An end user that travels between multiple offices reports that they are having trouble printing a
report to a USB connected printer. Which of the following is the MOST likely cause of the
problem?

A. The user does not have the correct printer driver.
B. The user does not have the correct network drivers.
C. The report is not formatted to use USB.
D. The printers USB port is not compatible.
A. The user does not have the correct printer driver.
An end user reports that they hear a clicking noise that becomes more frequent when they save
files. Which of the following is the MOST likely cause of the noise?

A. Power supply warming or cooling
B. Error correcting memory making data adjustments
C. Hard drive is failing
D. System fan is rubbing against the fans housing
C. Hard drive is failing
A technician is trying to determine the DNS server address being used by a Windows XP
workstation. The technician runs winipcfg from the command line but receive an error that this is
not a recognized command. Which of the following should the technician do?

A. Run theipconfig /all command.
B. Install the support tools from the Windows XP CD.
C. Run theipconfig /registerdns command.
D. Modify the path variable to include the location of winipcfg.exe.
A. Run theipconfig /all command.
A user reports their PC beeps when it is turned on. There is no display on the monitor and the PC
shuts off following the beep. Which of the following is the MOST likely problem?

A. The operating system is corrupt.
B. The CPU has dislodged from its socket.
C. The hard disk drive has failed.
D. The monitor has failed.
B. The CPU has dislodged from its socket.
A user reports a problem with their PC after a technician installed a second hard drive and an
additional CD.ROM drive. Sometimes either or both devices fail to function, but either device will
function if the other is disconnected. Which of the following should the technician do?

A. Install additional ribbon cables.
B. Upgrade the device drivers for both components.
C. Create two hardware profiles; enable one of the new devices in each profile.
D. Upgrade the power supply.
D. Upgrade the power supply.
Which of the following can limit specific devices from being able to connect to a small office or home
office (SOHO) network?

A. ISDN
B. MAC filtering
C. DNS
D. Safe Mode
B. MAC filtering
A technician has been asked to assist with the disposal and recycling of the old computers. Which
of the following is a BEST practice to ensure that the companys data is protected?

A. Repartition the hard drive.
B. Use a low level format.
C. Use the format command.
D. Use thefdisk command.
B. Use a low level format.
Which of the following is the default installation folder for user installed programs in 32-bit
Windows XP Professional?

A. Program Files
B. Windows
C. Documents and Settings
D. Root
A. Program Files
Which of the following will give the BEST results when adding additional memory modules?

A. Installing the fastest memory available
B. Installing more memory of the same type and speed
C. Installing the newest memory available
D. Installing same memory type but at a slower rate of speed
B. Installing more memory of the same type and speed
A user reports that their computer will not boot and is displaying a non-system disk error message.
While troubleshooting, the technician verifies that the hard drive is being correctly recognized by
the BIOS. Which of the following is the MOST likely cause of the error?

A. The hard drive jumpers are configured incorrectly.
B. The user has placed a non-bootable floppy diskette into the diskette drive.
C. The BIOS must be set to auto-detect the hard drive.
D. The hard drive has failed.
B. The user has placed a non-bootable floppy diskette into the diskette drive.
Which of the following technologies allows a single processor to handle two sets of processing
instructions at the same time?

A. Dual independent bus architecture
B. DDR2 RAM
C. Hyperthreading
D. MMX technology
C. Hyperthreading
Which of the following cable types is MOST commonly used to support dial-up networking?

A. Fiber optic
B. IEEE 1394
C. TwisteD.pair copper wire
D. Coaxial
C. TwisteD.pair copper wire
Which of the following cable types is MOST commonly used for a LAN within a building?

A. Fiber optic
B. IEEE 1394
C. Coaxial
D. UTP
D. UTP
Which of the following cable types has an RJ-45 connector?

A. TwisteD.pair copper wire
B. Fiber optic
C. IEEE 1394
D. Coaxial
A. TwisteD.pair copper wire
Which of the following connectors is MOST commonly used to support dial-up networking?

A. RJ-45
B. LC
C. SC
D. RJ-11
D. RJ-11
Which of the following memory types is able to correct memory errors?

A. Dual channel
B. Non-ECC
C. ECC
D. Non-parity
C. ECC
Which of the following is used to add expansion capabilities and additional ports to a laptop?

A. Docking station
B. Express bus
C. ISA slot
D. Hyperthreading
A. Docking station
The Docking station is a platform that allows you to host desktop components permanently. It
provides slots for expansion cards, connectors for peripheral devices, and bays for storage
devices. Once a portable computer is inserted in a docking station it behaves like a desktop
computer.
Which of the following protocols is used to create a personal area network (PAN)?

A. TCP/IP
B. 802.11a
C. 802.11n
D. Bluetooth
D. Bluetooth
Which of the following features allows a single CPU to be reported to the operating system as two
CPUs?

A. Dual Inline Package (DIP)
B. L2 cache
C. Hyperthreading
D. 64-bit
C. Hyperthreading
Which of the following locations BEST describes the correct placement of thermal compound?

A. On the outside of a heat sink
B. In the socket of a component
C. On top of a component
D. Between a component and a heat sink
D. Between a component and a heat sink
Which of the following should the technician expect when disabling SSID broadcast?

A. A user would need to manually type the SSID to connect.
B. The access point would now transmit on only one channel.
C. Data encryption would be less secure over wireless connections.
D. Data encryption would be more secure over wireless connections.
A. A user would need to manually type the SSID to connect.
Which of the following is the BEST reason to use an upgrade over a clean install in Windows XP?

A. Upgrade formats the drive
B. Upgrade retains user settings
C. Applications need to be reinstalled with an upgrade
D. Clean install formats the drive
B. Upgrade retains user settings
Which of the following must be configured to allow full viewing of all menus and dialog boxes for
multiple languages in Windows XP?

A. Windows Language Wizard
B. Windows Multiple Language Keyboard Pack
C. Windows Multilingual Interface Pack
D. Windows Multi-user Interface Pack
C. Windows Multilingual Interface Pack
Which of the following below is a valid default subnet mask for a Class A network?

A. 255.255.0.0
B. 255.255.0.1
C. 255.0.0.0
D. 255.255.255.0
C. 255.0.0.0
The default subnet mask that you should assign to a network device that was just installed in a
class B network is 255.255.0.0.
A user reports that their USB device has stopped working. Which of the following troubleshooting
techniques should be used NEXT to help the technician establish a theory of probable cause for
the users new computer problem?

A. Determine if changes have been made that could have caused the problem.
B. Determine how long before the user is due for an upgraded system.
C. Determine how long the user has had the problem.
D. Determine if any other users are affected by the problem.
A. Determine if changes have been made that could have caused the problem.
Which of the following should the technician use to display .mp3 at the end of mpeg layer 3 file
names in Windows XP?

A. Windows Explorer>Tools>Folder Options>View tab>Uncheck Hide extensions for known file
types
B. Windows Explorer>Tools>Folder Options>View tab>Uncheck Hide protected operating system
files
C. Windows Explorer>Tools>Folder Options>View tab>Select Show hidden files and folders
D. Windows Explorer>Tools>Folder Options>View tab>Check Hide protected operating system
files
A. Windows Explorer>Tools>Folder Options>View tab>Uncheck Hide extensions for known file
types
In Windows Vista Ultimate, a user has the ability to customize translucent windows called:

A. seeing windows.
B. three-dimensional viewer.
C. aero glass.
D. floating bars.
C. aero glass.
In which of the following does the level 1 (L1) cache reside?

A. BIOS
B. RAM
C. RAID
D. CPU
D. CPU
Which of the following are reasons a user will utilize an external display with a laptop? (Select
TWO).

A. Higher response time
B. Limited display size
C. Support different resolutions
D. To support active desktop
E. Limited bandwidth
B. Limited display size
C. Support different resolutions
A technician is asked to setup a scheduled daily backup of a specific computer using the built-in
backup utility in Windows XP. The user has asked that a full backup be run every day. Which of
the following types of backup should the technician select?

A. Incremental
B. Daily
C. Differential
D. Normal
D. Normal
A user in a SOHO is having problems with a software application. The technician has validated the
problem and suspects that the application needs to be reinstalled. Which of the following is the
NEXT step that the technician should take?

A. Establish a theory of probable cause.
B. Establish a plan of action to resolve the problem.
C. Perform a backup before making any changes.
D. Document all issues, findings and solutions.
C. Perform a backup before making any changes.
A technician has been troubleshooting a users problem with their CD.ROM drive and has tested
and found that the drive is defective. Which of the following should the technician do NEXT?

A. Call their manager and report the status of the issue.
B. Question the user and make sure that they have not made any changes to their system
recently.
C. Run a backup of the system.
D. Develop a plan to get the drive replaced.
D. Develop a plan to get the drive replaced.
A technician has just replaced a users defective CD.ROM drive and tested that everything is
working properly. Which of the following should the technician do NEXT?

A. Run a full system backup.
B. Document their findings and the actions taken.
C. Further troubleshoot the defective drive to determine if the problem is covered by the warranty.
D. Call their manager and report the status of the issue.
B. Document their findings and the actions taken
A home user reports they have purchased a new video game for their PC but have trouble running
it. A technician arrives and ensures that the users hardware and video card meet the minimum
requirements of the game. The technician wants to check the DirectX version installed on the PC
to ensure that it is the most current. Which of the following utilities should the technician run?

A. regedit
B. ipconfig
C. msconfig
D. dxdiag
D. dxdiag
To test the DirectX functionality, you need to use the DxDiag utility (DirectX Diagnostics).
Which of the following is the default page file size for Windows XP?

A. The size equal to the physical memory
B. 4095MB
C. 1.5 times the physical memory
D. 2MB
C. 1.5 times the physical memory
Which of the following boot process files communicates hardware changes to the Windows XP
operating system?

A. Smss.exe
B. Ntldr
C. Ntbootdd.sys
D. Hal.dll
D. Hal.dll
The HAL.DLL or the Hardware Abstraction Layer is responsible for the communication between
the hardware and the operating system.
A technician is informing a customer about the finding of any specific computer problem. Which of
the following is the BEST approach to tell the customer what is going on?

A. Use non-technical terms.
B. Use email so that everything is in writing.
C. Use technical jargon.
D. Use the proper acronyms.
A. Use non-technical terms.
A technician goes to a client site where there are some language barrier issues. Which of the
following is the BEST method to overcome the issues at hand?

A. Get a language to language conversion dictionary to help understand what is being said.
B. Ask to get an interpreter to assist in the language barrier.
C. Restate the issues to the customer for validation.
D. Inform the client the service must be rescheduled with a different technician.
C. Restate the issues to the customer for validation.
A technician is late getting to a service call first thing in the morning. Which of the following is the
BEST course of action to take care of the appointments during that day?

A. Skip the first appointment, continue on with the rest of the day as scheduled and then try to fit in
the skipped customer at the end of the day.
B. Call the customers scheduled that day and reschedule all the appointments to different days.
C. Contact the customers and inform them of the change in schedule and give an appropriate time
frame to make the service calls.
D. Go to the first scheduled appointment late, explain the reasoning to the client, and make the
repairs as quick as possible to try to catch up on the schedule.
C. Contact the customers and inform them of the change in schedule and give an appropriate time
frame to make the service calls.
A technician is working on a computer with periodic shutdown problems. It has been in service for
four years and is located in a copier room. Which of the following is MOST likely causing the
shutdown issues?

A. Power supply to the room is not great enough for both the copy machine and the computer.
B. Power supply on the computer is going bad.
C. Improper ventilation from dust buildup inside the computer.
D. Electromagnetic interference due to the copy machine in the room.
C. Improper ventilation from dust buildup inside the computer.
Which of the following input/output protocols is commonly associated with the DB.9 port?

A. RS-422
B. RS-232
C. IEEE 1284
D. IEEE 1394
B. RS-232
Which of the following will be true of the battery with 9 cells instead of 6 cells?

A. Higher electricity measured in volts.
B. Greater duration of power availability.
C. More devices can be powered at one time.
D. More horsepower will be provided.
B. Greater duration of power availability.
How many pins does a VGA Connector have?

A. 9
B. 15
C. 25
D. 40
B. 15
Which of the following are the BEST options to secure a Wi-Fi network? (Select THREE).

A. Use WPA encryption.
B. Enable Volume Shadow Copy.
C. Enable DHCP.
D. Use a MAC filtering.
E. Use a TPM Chip.
F. Disable WEP.
G. Disable SSID broadcast.
A. Use WPA encryption.
D. Use a MAC filtering.
G. Disable SSID broadcast.
A technician must come up with a solution to control multiple computers with a single monitor.
Which of the following is the BEST solution?

A. Add an infrared connection to all computers.
B. Add a USB hub to each computer.
C. Add a KVM switch to thetechnicians computer.
D. Add a Bluetooth connection to all computers.
C. Add a KVM switch to thetechnicians computer
A technician is asked to add a PCMCIA bus card to a laptop that will allow the laptop high-speed
wireless capability. Which of the following provides the BEST solution?

A. 16-bit card
B. 32-bit card
C. 128-bit card
D. 256-bit card
B. 32-bit card
Which of the following speeds are the USB 2.0 data rates?

A. 1.5Mbps, 12Mbps, 480Mbps
B. 2.5Mbps, 20Mbps, 450Mbps
C. 1.0Mbps, 10Mbps, 360Mbps
D. 2.0Mbps, 16Mbps, 400Mbps
A. 1.5Mbps, 12Mbps, 480Mbps
Which of the following is the main difference between a worm and a virus?

A. A virus does not require user interaction.
B. A worm requires user interaction.
C. A worm self-replicates.
D. A virus self-replicates.
C. A worm self-replicates.
A technician scheduled two customer service appointments at the same time without realizing.
Which of the following would be the BEST way to handle the situation?

A. Try to hurry at the first appointment to make it to the second appointment in a timely manner.
B. Call the second customer, apologize, and reschedule.
C. Go to the second appointment because it is listed as priority and then reschedule the first.
D. Make the first appointment and then, after completion, call the second customer and explain
you are running late.
B. Call the second customer, apologize, and reschedule.
A service call is taking longer than expected for a technician; this is going to make the technician
late for the next service call appointment. Which of the following is the BEST resolution for the
issue?

A. Rush to finish the job, and go to the next service call.
B. Call the next service call, apologize, and reschedule.
C. Leave the current service call to make the next service call.
D. Stay on the current service call and arrive late on the next service call.
B. Call the next service call, apologize, and reschedule
A customer states that the computer is making a loud noise. Which of the following should the
technician do FIRST upon arrival at the customer site?

A. Run some preliminary diagnostics tests to narrow the scope of the noise and then ask the
customer about any changes made to the system.
B. Ask the customer closed ended questions to help narrow the symptoms down and help the
customer feel at ease with the technical jargon.
C. Ask the customer detailed questions to narrow down the problem then restate the problem back
to the customer to verify.
D. Call another technician who has worked with this customer in the past and inquire about any
prior issues.
C. Ask the customer detailed questions to narrow down the problem then restate the problem back
to the customer to verify.
A technician is at a service call and notices that the language on the workstation is different that
the technicians native language. The current language on the workstation is the customers native
language. Which of the following options should the technician do NEXT?

A. Change the language and complete the service call.
B. Ask the customer if the technician can change the language.
C. Explain that the issue can not be resolved because the technician does not understand the
language.
D. Tell the customer that the operating system is corrupted and must be reinstalled.
B. Ask the customer if the technician can change the language.
Which of the following connectors are used on the end of a fiber cable?

A. RJ-11
B. RJ-45
C. BNC
D. ST
D. ST
A workstation is running slow on certain applications during the day. A technician wants to disp
the CPU meter on the desktop at all times on a Windows Vista workstation to narrow down the
time. Which of the following applications can be used?

A. Windows Defender
B. Windows Media Center
C. Windows Sidebar
D. Windows Narrator
C. Windows Sidebar
Which of the following operating systems has a default application installed to monitor the CPU
meter on the desktop?

A. Windows XP Professional
B. WindowsVista Ultimate
C. Windows XPMedia Center
D. Windows 2000 Professional
B. WindowsVista Ultimate
Which of the following operating systems comes with a default application to record TV using a
remote?

A. Windows Vista Home Basic
B. Windows Vista Home Premium
C. WindowsVista Business
D. Windows XP Professional
B. Windows Vista Home Premium
A user states that the mouse is acting erratically and moving to the right top hand corner all by
itself on the laptop. Which of the following is the MOST likely cause?

A. Pointing stick failure
B. Hard drive failure
C. Memory failure
D. LCD failure
A. Pointing stick failure
When talking about online security a phishing attack is referring to:

A. a coordinated attack where several machines attempt to overwhelm a remote website with
excessive traffic.
B. a person who go through a corporations waste to see if they can use any of the information.
C. a worm that attacks multiple computers and memorizes each computers keystrokes.
D. targeted email that is directed at a group of users so that it appears to be from a legitimate
source.
D. targeted email that is directed at a group of users so that it appears to be from a legitimate
source.
Windows Vista applications that run in the sidebar are know as:

A. icons.
B. hives.
C. gadgets.
D. applets.
C. gadgets.
The feature of Windows Vista that prevents applications from running in privileged mode even
when an administrator is logged is which of the following?

A. Task Manager
B. Sidebar Interface
C. User Account Control
D. Aero Display Manager
C. User Account Control
A user reports that Monday morning one of the ink jet printers in the office has a problem with
images smearing on the page. The printer was working fine Friday. The paper tray was empty this
morning so they re-filled the paper tray and checked the ink levels. Which of the following is MOST
likely the issue with the smearing print?

A. Too many pages are being sent to the printer at one time.
B. Spooler service needs to be restarted.
C. Wrong type of paper is being used for this printer.
D. The printer drivers need to be rolled back to a previous version.
C. Wrong type of paper is being used for this printer.
Which of the following authentication technologies provides security to a corporate environment
MOST commonly via the PCMCIA interface on a laptop?

A. Username
B. Key fob
C. Smart cards
D. Biometrics
C. Smart cards
In order to install and run Windows Vista with the Aero user interface, a computer must meet
which of the following hardware requirements?

A. 800MHz processor
B. 128MB graphics card
C. LCD monitor
D. 512MB RAM
B. 128MB graphics card
A user reports that no picture is appearing on the monitor. After speaking with the user and
examining the symptoms, the technician believes that the computers video card has failed. Which
of the following steps should the technician take NEXT?

A. Replace the video card to confirm diagnosis.
B. Verify that all other computer components are operating normally.
C. Establish an alternative diagnosis.
D. Question the user to determine what has caused the video card to fail.
A. Replace the video card to confirm diagnosis.
Which of the following can be used to help solve certain functionality issues when working with
older DOS or Windows applications inside of Windows Vista?

A. The Compatibility tab within an application shortcuts Properties
B. DOSKEY
C. CONVERT.EXE
D. The Previous Versions tab within an application shortcuts Properties
A. The Compatibility tab within an application shortcuts Properties
A user owns older software that requires 8-bit color depth in order to run properly. Without
changing Windows Vistas system-wide color depth settings, which of the following will BEST fix
this issue?

A. Right-click the applications shortcut and choose Properties. Enter the Compatibility tab and
select Run in 256 colors.
B. Right-click the applications shortcut and choose Compatibility. Select Disable Visual Themes.
C. Right-click the applications shortcut and choose Explore. Select Run in 256 colors.
D. Right-click the applications shortcut and choose Properties. Enter the Compatibility tab and
select Disable Visual Themes.
A. Right-click the applications shortcut and choose Properties. Enter the Compatibility tab and
select Run in 256 colors.
A user has reported that their computer is operating very slowly and that they hear a rather loud
clicking sound. Which of the following is MOST likely the issue?

A. Case fan
B. Processor
C. RAM
D. Hard drive
D. Hard drive
A customer reports that every time Windows loads a message that one or more services failed to
start is displayed. Which of the following should be used to troubleshoot this error?

A. Device Manager
B. Dxdiag
C. Telnet
D. Event Viewer
D. Event Viewer
A technician is unable to log into a users computer after installing new hardware. Which of the
following Advanced Startup options would BEST resolve this issue?

A. Debugging Mode
B. Active Directory Restore Mode
C. Last Known Good Configuration
D. Disable Automatic Restart
C. Last Known Good Configuration
A technician is working on a computer that has a virus downloaded on it. The technician gets an
Access Denied message stating the process is in use every time the technician tries to remove the
virus. Which of the following Advanced Mode Options should be used to start up the computer?

A. Safe Mode
B. Last Known Good Configuration
C. Debugging Mode
D. Disable Automatic Restart
A. Safe Mode
After installing a program, a computer is getting stop errors. The technician has uninstalled the
program, but the stop errors continue. Which of the following would get the computer back to the
operational state it was before the install?

A. Debugging Mode
B. Last Known Good Configuration
C. Safe Mode
D. Systems Restore
D. Systems Restore
A technician wants to be able to bring the system state back to the original condition in case of any
conflicts prior to making multiple software installs on a computer. Which of the following would
need to be created prior to the installs?

A. Restore Point
B. Back up of the data
C. Emergency Repair Disk (ERD)
D. USB copy of startup files
A. Restore Point
Which of the following is important to know when selecting a power supply?

A. Wattage and size
B. Resistance and size
C. Voltages and size
D. Amperage and size
A. Wattage and size
A technician is called in to repair a 2.4GHz wireless access point that drops connections. Which of
the following would MOST likely cause the connection drops?

A. The access point is next to a speaker
B. Electrostatic Discharge (ESD)
C. Cordless phones
D. Incandescent lighting
C. Cordless phones
Which of the following IEEE 802.11 standards operates at a maximum speed of 11Mbps?

A. 802.11b
B. 802.11n
C. 802.11g
D. 802.11a
A. 802.11b
A technician notices that a group of users are continuously searching their computers for the same
files. Which of the following would BEST assist their searches?

A. Chkdsk
B. Defrag
C. Indexing
D. Scandisk
C. Indexing
Which of the following BEST describes L1 cache?

A. The largest cache that resides at the chip level.
B. The largest cache that resides outside the chip level.
C. The fastest cache that resides at the chip level.
D. The fastest cache that resides outside the chip level.
C. The fastest cache that resides at the chip level.
A user reports that print jobs are not printing. After looking at the print queue a technician
determines that a print job needs to be deleted to resolve the issue. When the technician tries to
delete the job, it will not delete. Which of the following is the MOST likely reason?

A. The job must be deleted using theprinters front panel.
B. The technician does not have the necessary permissions.
C. Once a job is submitted to the queue it cannot be removed.
D. The user submitted the job as a priority.
B. The technician does not have the necessary permissions.
A user reports that the print jobs from a color inkjet printer appear fuzzy. Which of the following
options would BEST help troubleshoot the problem?

A. Power cycle the printer.
B. Send a test page to the printer.
C. Run an alignment page.
D. Replace all of the print cartridges.
C. Run an alignment page.
A user reports that the output from an inkjet printer is missing some of the finer details of the print
jobs being sent to it. A technician looks at a document and observes that the text appears to be
consistent in color across the entire document. Which of the following is the MOST likely cause of
the missing detail?

A. Some of the inkjets are clogged in the cartridge.
B. This printer is not capable of printing such fine details select another type of printer.
C. The printer is set in draft mode in the printer properties.
D. The printer does not support the font on the document.
C. The printer is set in draft mode in the printer properties.
Which of this following network types is the FASTEST?

A. Gigabit Ethernet
B. Wi-Fi
C. Infrared
D. Bluetooth
A. Gigabit Ethernet
Which of the following Wi-Fi network types has the HIGHEST transfer speed?

A. 802.11n
B. 802.11b
C. 802.11a
D. 802.11g
A. 802.11n
Which of this following wireless security options is MOST secure?

A. WEP2 withshareD.key authentication
B. WPA2 withshareD.key authentication
C. WPA withshareD.key authentication
D. WEP withshareD.key authentication
B. WPA2 withshareD.key authentication
A technician must replace a network printer. Which of the following is the FIRST step the
technician should take?

A. Notify all users before unplugging the printer.
B. Delete all print jobs before replacing the printer.
C. Save all print jobs, replace the printer and then print everything that was saved.
D. Unplug the network printer and then replace with a new printer.
A. Notify all users before unplugging the printer.
Which of the following utilities can change the startup programs?

A. sysedit
B. boot.ini
C. msconfig
D. msinfo32
C. msconfig
A user reports that after a stop error appeared the PC started to reboot in a continuous loop.
Which of the following is MOST likely the cause of this problem?

A. The system cannot connect to the network.
B. The automatically restart feature in System Failure option is on.
C. The hard drive is faulty and needs to be replaced.
D. The system does not have enough free hard drive space.
B. The automatically restart feature in System Failure option is on.
Which of the following commands will partition a hard disk on a Windows XP computer?

A. convert
B. fdisk
C. chkdsk
D. format
B. fdisk
A technician has been asked to install and configure a hard drive on an older system that does not
support autodetect. After installing the hard drive which of the following must the technician do
NEXT?

A. Enter hard drive information manually into the Boot.ini file.
B. Enter hard drive information manually into the Autoexec.bat.
C. Enter hard drive information manually into theNtldr file.
D. Enter hard drive information manually into the BIOS.
D. Enter hard drive information manually into the BIOS.
A technician has been called to correct a problem with erratic performance of an external scanner
and internal modem. The technician suspects an IRQ conflict. In which of the following can the
technician go to review the IRQ settings?

A. Start>Run>Regedit
B. Device Manager>Computer Properties
C. My Computer>Hardware>Settings
D. Control Panel>Hardware Devices>Settings
B. Device Manager>Computer Properties
How would a technician configure a computer to enable Hibernation?

A. Control Panel>Power Options>Hibernate tab
B. Device Manager>Power Options>Check-off the Hibernate box
C. BIOS>Power Menu>S11>Hibernate
D. Control Panel>Hardware>Systems>Power Management>Settings
A. Control Panel>Power Options>Hibernate tab
A technician has just installed Windows 2000 on a computers clean hard drive. On start up the
computer does not seem to boot or display a command prompt and the technician notices a series
of beeps. Which of the following is the MOST likely problem?

A. Hard drive is faulty.
B. BIOSis reporting a memory error.
C. APM is off.
D. CMOS battery is dead.
B. BIOSis reporting a memory error.
A customer reports that a printer is printing blank pages. Which of the following is the solution?

A. The fuser unit is defective.
B. The pick-up roller is defective.
C. The toner cartridge is defective.
D. The feed roller is defective.
C. The toner cartridge is defective.
A technician has replaced a bad power supply in a workstation. The workstation does not power
up properly. Which of the following is the MOST likely cause?

A. Power supply wattage is too low.
B. Powersupplys fan is defective.
C. Power supply is the wrong form factor.
D. Power supply wattage is too high.
A. Power supply wattage is too low.
A technician has replaced a bad power supply in a workstation and now the workstation will not
power up when all of the drives are connected. The workstation will power up if only a single drive
is connected. Which of the following is the MOST likely cause?

A. Powersupplys fan is defective.
B. Power supply is the wrong form factor.
C. Power supply is the wrong wattage.
D. Power supply is the wrong voltage.
C. Power supply is the wrong wattage.
Which of the following versions of Windows includes Windows Media Center functions?

A. Windows Vista Home Basic
B. Windows XP Professional
C. Window Vista Home Premium
D. WindowsVista Business
C. Window Vista Home Premium
Which of the following technologies corrects errors in memory devices?

A. UPS
B. ECC
C. SLI
D. DDR
B. ECC
Which of the following technologies is used in memory devices to allow it to operate at twice the
normal clock rate?

A. SLI
B. DDR
C. DLT
D. ECC
B. DDR
Which of the following is a benefit of having parity on a memory device?

A. Lower cost
B. Error detection
C. Better cooling
D. Faster response time
B. Error detection
Which of the following technologies allows a user to connect multiple devices to a single port, but
requires the last device to use a terminator?

A. Parallel
B. IEEE 1394
C. USB 2.0
D. SCSI
D. SCSI
Which of the following protocols can create a secure network connection across the Internet?

A. VPN
B. SNMP
C. FTP
D. SMTP
A. VPN
Which of the following technologies allows access to a wireless access point only to those devices
that have been registered using a manufacturers unique ID number?

A. WEP keys
B. SSID broadcasts
C. MAC filtering
D. WPA keys
C. MAC filtering
To configure a wireless router to limit the access of computers that have access to the wireless
router to some devices you need to use MAC filtering. This method allows access to only
computers that have specific MAC addresses.
There is no IP filtering or DNS filtering. The use of an SSID cannot limit access even though it is
used by all the routers.
Two wireless access points are located near each other, which of the following settings should be
changed to prevent interference between the two devices?

A. WEP key
B. Channel number
C. SSID broadcast ID
D. IP address range
B. Channel number
Which of the following is a type of malware that tracks a users habits and displays targeted
advertising or messages?

A. Adware
B. AD.hoc
C. Worms
D. Phishing
A. Adware
Which of the following is a type of interference that can adversely affect wireless communications?

A. RFI
B. CRT
C. EMI
D. ESD
A. RFI
Which of the following information can be found on a MSDS?

A. Slipping hazards or dangerous footing concerns
B. Hazardous chemicals or compounds
C. High temperature warnings and cautions
D. Network diagram to prevent damaging any cables
B. Hazardous chemicals or compounds
When checking Device Manager on a laptop the technician notices an issue with a device labeled
Human Interface Device. Which of the following is MOST likely having an issue?

A. Touch pad
B. Flash drive
C. IEEE 1394 port
D. LCD display
A. Touch pad
Which of the following should be done FIRST if a printer fails to print very large documents but
prints smaller documents without issue?

A. Replace communications cable.
B. Check to the correct type of paper is being used.
C. Add additional memory to the printer.
D. Change the toner cartridges.
C. Add additional memory to the printer.
Which of the following is a primary safety factor when using a soldering iron?

A. RF or wireless interference
B. Voltage or shocks
C. Static or ESD damage
D. Heat or burns
D. Heat or burns
Which of the following is MOST susceptible to ESD and should be handled with caution to prevent
damage?

A. LCD monitor
B. CRT monitor
C. NIC
D. Memory chip
D. Memory chip
Which of the following is surrounded by a metallic shield that prevents EMI?

A. STP
B. UTP
C. RJ-11
D. Fiber Optic
A. STP
Fiber optic network cables can be used over longest possible distances because of their Low loss
and high bandwidth properties. They can span distances of several kilometers, because it has
much lower crosstalk and interference in comparison to copper cables.
A technician has connected a cable to an RJ-45 connector on the back of a computer. Which of
the following devices is MOST likely connected to the other end of the cable?

A. Switch
B. Fax machine
C. Scanner
D. Dial-up modem
A. Switch
After upgrading to Vista a user notices a clock, calendar, and several other items on their display.
If they want to add more gadgets, which of the following features should they research?

A. BitLocker
B. Defender
C. Sidebar
D. User Account Control (UAC)
C. Sidebar
A technician installs a new DVD drive into a users computer. The drive can be used to read data
disks but Windows Media Player cannot play back DVD movies from the new drive. Which of the
following is MOST likely the issue?

A. The system does not have enough RAM installed.
B. The drives device driver needs to be updated.
C. The sound card is not connected properly.
D. Decoder software needs to be loaded.
D. Decoder software needs to be loaded.
Which of the following is BEST used to cool down the CPU?

A. Case fan
B. Heat sink
C. Power supply
D. Decreased RAM
B. Heat sink
A technician arrives at a customers location and identifies a problem. Which of the following
troubleshooting steps is NEXT?

A. Establish a theory of probable cause.
B. Establish a plan of action to resolve the problem.
C. Ask the customer what the issue is.
D. Document findings, actions, and outcomes.
A. Establish a theory of probable cause.
The technician has already narrowed down the problem and developed a plan. Which of the
following troubleshooting steps is NEXT?

A. Establish a theory of probable cause.
B. Document findings, actions, and outcomes.
C. Verify full system functionality.
D. Test the theory to determine cause.
C. Verify full system functionality.
A technician arrives at a customers location in response to a call. Which of the following
troubleshooting steps should the technician perform FIRST?

A. Ask the customer questions to identify the problem.
B. Establish a plan of action to resolve the problem and implement a solution.
C. Document findings, actions, and outcomes.
D. Verify full functionality and implement preventative measures.
A. Ask the customer questions to identify the problem.
A customer has returned to the office after lunch and their laptop has become unresponsive to all
key strokes, mouse movement and the power light is blinking. Which of the following is causing
this to happen?

A. The BIOS need to be updated.
B. The power supply has a loose connection.
C. The keyboard is faulty.
D. The system is in hibernation mode.
D. The system is in hibernation mode.
Which of the following are the main differences between a heatsink and a fan in a computer?

A. Fans provide active cooling;heatsinks provide passive cooling.
B. Fans are applied with thermal compound;heatsinks are not.
C. Fans provide passive cooling;heatsinks provide active cooling.
D. Fans must be directly applied to the cooled component;heatsinks do not.
A. Fans provide active cooling;heatsinks provide passive cooling.
A technician is not able to delete a user's profile on a Windows Vista workstation. Which of the
following is MOST likely the cause for this problem?

A. The technician needs local administrative rights.
B. The technician needs domain administrator rights.
C. The operating system is corrupt.
D. The technician needs to map the drive.
A. The technician needs local administrative rights.
A user purchased a TCP/IP laser printer. Which of the following is the FIRST step to take to install the printer in their network?

A. Configure NetBEUI settings.
B. Download the latest drivers from the manufacturer.
C. Print out a test page.
D. Configure the IP settings.
D. Configure the IP settings.
On a Windows computer, which of the following shortcuts can lock the computer without logging
off the user? (Select TWO).

A. Ctrl + alt + delete then lock computer
B. Windows key + L
C. Ctrl + alt + L
D. Windows key + alt + delete
E. Windows key + Alt + M
A. Ctrl + alt + delete then lock computer
B. Windows key + L
When installing the Windows XP operating system using RIS, which of the following must be
available in the computer?

A. A hard drive with more than 4MB of free space
B. A CD.ROM drive
C. A video card with at least 16MB of VRAM
D. A network card with PXE/DHCP remote boot
D. A network card with PXE/DHCP remote boot
A user reports that they have connected an external monitor to their laptop but the monitor is no
displaying anything. Which of the following is the MOST likely cause?

A. The laptop BIOS was not updated to support external video.
B. The video cable connecting the monitor is loose.
C. The function key was not pressed to toggle the video output.
D. The monitor and laptop video cards are incompatible.
C. The function key was not pressed to toggle the video output.
A user reports that they have connected an external monitor to their laptop but the monitor is not
displaying anything. Which of the following is the MOST likely cause?

A. The laptop BIOS was not updated to support external video.
B. The video cable connecting the monitor is loose.
C. The function key was not pressed to toggle the video output.
D. The monitor and laptop video cards are incompatible.
C. The function key was not pressed to toggle the video output.
If the display of the laptop is not working, then you can try to toggle the video output function key
and plug in an external monitor to the laptop.
Detaching and attaching the display unit is not recommended and switching the system off and on
will not be of any help.
A user reports that during a business trip to Europe, the AC adapter for their older laptop quit
working. Which of the following is the MOST likely explanation?

A. The AC adapter was inserted in the incorrect port.
B. The adapter was rated at 50-60 Hertz.
C. The adapter was rated for 220-240 Volts.
D. The adapter was rated for 110-120 Volts.
D. The adapter was rated for 110-120 Volts.
A user reports that when they attach an external monitor to their laptop, instead of seeing their
desktop they only see their background graphic. Which of the following will correct this problem?

A. Adjust the refresh rate of the display to 72 Hertz.
B. Toggle the function key for the video display.
C. Uncheck Extend my Windows Desktop in the Display Properties.
D. Change the display resolution to a lower setting.
C. Uncheck Extend my Windows Desktop in the Display Properties.
A user reports that when they are typing, their pointer will randomly move about the screen or
highlight words. Which of the following is the MOST likely cause of the problem?

A. The sensitivity of the touch pad is too high.
B. The laptop is near a source of EMF interference.
C. A Remote Desktop session has been established on laptop.
D. The mouse pointer software is corrupt.
A. The sensitivity of the touch pad is too high.
Which of the following encryption methods is used for files and folders in Windows XP Pro?

A. IPSec
B. EFS
C. PGP
D. CHAP II
B. EFS
When disposing of old hard drives, which of the following MOST reliably prevents all data from
being stolen?

A. Store the drive next to a magnet for one hour.
B. Physically destroy the disk platters.
C. Format the drive.
D. Remove the control circuit board from the drive.
B. Physically destroy the disk platters.
Which of the following will improve the functionality of the OS immediately following a new
installation?

A. Run a full anti-virus scan.
B. Perform a disk defragmentation.
C. Install network monitoring software and perform a trace.
D. Install system patches.
D. Install system patches.
Which of the following should be performed FIRST before accessing the Internet?

A. Encrypt all local data files.
B. Configure biometric authentication.
C. Install anti-virus software.
D. Setup user profiles.
C. Install anti-virus software.
A technician has received a new PC directly from the manufacturer. After completing the initial
configuration, they notice the system takes a long time to display the desktop. Which of the
following steps would shorten the startup time?

A. Run the defrag command on the system.
B. Run thechkdsk /f command on the system.
C. Decrease the size of the paging file.
D. Remove unneeded startup applications.
D. Remove unneeded startup applications.
A customer has purchased a laptop with a docking station. The customer reports they cannot power on their laptop while the laptop is in the docking station even though the docking station
power light is on. The customer can power up the laptop when using the power cord without the docking station. Which of the following is MOST likely causing this?

A. The laptop battery is defective and needs to be replaced.
B. The customer is using the laptop power button instead of the docking station power button.
C. The laptop power cord is being used instead of the docking station power cord.
D. The laptop has an electrical short in the power supply.
C. The laptop power cord is being used instead of the docking station power cord.
A customer calls a technician to request assistance in installing a new accounting application.
They have had problems installing this application in the past. Which of the following steps should
the technician take prior to installing the application? (Select TWO).

A. Create a restore point.
B. Read the application release notes.
C. Launch the File and Transfer Wizard.
D. Boot the computer in Safe Mode.
E. Defragment the hard drive.
A. Create a restore point.
B. Read the application release notes.
A technician is troubleshooting a computer error. After initial troubleshooting, they called the OEM
and identify the problem. Which of the following should the technician do FIRST after the problem
is resolved?

A. Call the department management to document the issue.
B. Document the issue and the applied solution.
C. Describe the issue at the next staff meeting.
D. Post the solution on an online tech forum.
B. Document the issue and the applied solution.
The IP address: 192.168.0.10 is an example of which of the following address classes?

A. Class A
B. Class B
C. Class C
D. Class D
C. Class C
Which of the following is true of L1 cache?

A. It runs faster than the processor speed.
B. It runs at processor speed.
C. It runs slower than the processor speed.
D. It runs at half the processor speed.
B. It runs at processor speed.
Which of the following is a function of a NIC?

A. Assigns IP address to the workstation
B. Monitors sessions between two hosts
C. Provides a logical connection between a workstation and the network infrastructure
D. Provides a physical connection between a workstation and the network infrastructure
D. Provides a physical connection between a workstation and the network infrastructure
Which of the following protocols are routable? (Select TWO).

A. SPX
B. NetBIOS
C. TCP
D. DLC
E. IP
C. TCP
E. IP