Trouble Shooting Services And Features

Front 1

Microsoft windows Recovery Console is available for which versions of the windows operating system? (choose three):
A) Windows 2000
B) Windows XP
C) Windows server 2003
D) WIndows Vista
E) Windows server 2008
F) Windows 7

Back 1

A) Windows 2000
B) Windows XP
C) Windows server 2003

INFO: http://en.wikipedia.org/wiki/Recovery_Console

Front 2

TRUE OR FALSE:

Microsoft windows Recovery Console is a command line interface.

Back 2

TRUE

INFO: The recovery console has a simple command line interpreter. Many of the available commands closely resemble the command-line commands that are normally available on Windows, namely attrib, copy, del, and so forth.

Front 3

Recovery Console can be used to: (Choose three)

A) Perform a low level DEFRAG to defragment a hardrive, improving disks performance.
B) Write a new Master Boot Record to a disk, using the fixmbr command.
C) update and repair software drivers.
D) Write a new Volume Boot Record to a volume, using the fixboot command format volumes.
E) Perform a full CHKDSK scan to repair corrupted disks and files, especially if the computer cannot be started properly.

Back 3

B) Write a new Master Boot Record to a disk, using the fixmbr command.
D) Write a new Volume Boot Record to a volume, using the fixboot command format volumes.
E) Perform a full CHKDSK scan to repair corrupted disks and files, especially if the computer cannot be started properly.

Front 4

TRUE OR FALSE:

The Microsoft windows Recovery Console can be use to create and remove directories, and copy, erase, display, and rename files as well as expand files from the compressed format in which they are stored on the installation CD-ROM

Back 4

TRUE

Front 5

TRUE OR FALSE:

The Microsoft windows Recovery Console primary function is to enable administrators to recover from situations where Windows does not boot as far as presenting its graphical user interface

Back 5

TRUE

Front 6

The Microsoft windows Recovery Console:

A) Is third party software that must be downloaded and installed before use
B) Is available in the Windows environment under the Control Panel option
C) Can be accessed through the original installation media used to install Windows

Back 6

C) Can be accessed through the original installation media used to install Windows

Front 7

TRUE OR FALSE:

The Microsoft windows Recovery Console can be used to Create and format partitions on drives

Back 7

TRUE

Front 8

TRUE OR FALSE:

The Microsoft windows Recovery Console can obtain limited access to FAT and FAT 32 volumes but not NTFS

Back 8

FALSE

Front 9

TRUE OR FALSE:

Automated System Recovery (ASR) is a feature of Windows XP and lower Microsoft Windows operating systems.

Back 9

TRUE

Front 10

TRUE OR FALSE:

Automated System Recovery (ASR) Will preform full system back ups including critical system files as well as any user date in personal files or shared files.

Back 10

FALSE

Front 11

What precaution should you take before using compressed air to clean the cooling fans on a laptop?

A) Use a toothpick or similar device to prevent the fan blades from spinning.
B)Make sure that the fans can spin free and are unobstructed.
C)Power on the computer before cleaning.
D)Start by cleaning the grid over the fans with a cloth dampened with water.

Back 11

A) Use a toothpick or similar device to prevent the fan blades from spinning.

Front 12

You need to clean debris from between the keys on a laptop keyboard. You already tried turning the laptop upside down and gently tapping, but the debris did not come out.

You turn off the computer. What should you use to remove the debris? (Choose two.)

A) Use a stiff-bristled brush dampened with water or an ammonia solution.
B) Use a dry, soft-bristled brush, such as a paint brush.
C) Use compressed air.
D) Use a soft cloth dampened with distilled water.
E) Rinse with running tap water.

Back 12

B) Use a dry, soft-bristled brush, such as a paint brush.
C) Use compressed air.

Front 13

You suspect that the hard drive on a Windows XP computer may be failing.

You need to detect and repair errors on the drive. What should you do?

A) Run the chkdsk command with the /f option.
B) Run the defrag command.
C) Run the chkdsk command.
D) Run the scandisk command.

Back 13

A) Run the chkdsk command with the /f option.

INFO:
You should run the chkdsk command with the /f option to detect and repair errors on the drive. The chkdsk command allows you to check a disk for errors. When you run the command and just specify the volume to check, chkdsk only checks the volume and does not repair it. You need to use the /f option to repair the errors. You can also check disks for errors in Windows Explorer by using the Check Now button in the Error-checking box on the Tools tab of the Properties dialog box for the drive.

Front 14

Doug reports that Internet Explorer was working fine this morning, but now he is getting a fatal error that causes it to shut down.

Which question is the most relevant to start the troubleshooting process?

A) Was any new hardware or software installed since this morning?
B) How long does Internet Explorer work before you get the fatal error?
C) What version of Internet Explorer is it?
D) When was the last time you backed up your hard drive?

Back 14

A) Was any new hardware or software installed since this morning?

INFO:
Because the problem occurred very suddenly, you should identify recent changes to Doug's computer before proceeding with any other troubleshooting. The most relevant question is "Was any new hardware or software installed since this morning?"

Front 15

You have a Windows XP computer. As a part of your preventive maintenance, you want to run a disk integrity check.

What utility should you use?

A) MSConfig
B) Disk Cleanup
C) Chkdsk
D) Scandisk

Back 15

C) Chkdsk

INFO:
You should use Chkdsk. The Chkdsk utility is used to check disk and file system integrity. If issues are found, such as bad sectors or cross-linked files, Chkdsk can also attempt to repair the problem. You can run the Chkdsk utility from a command-line prompt. You can also run Chkdsk from Windows Explorer or My Computer by right-clicking the drive you want to check and selecting Properties. On the Tools tab in the Properties dialog box, there is a Check Now button in the Error-checking section that you can use to run Chkdsk. It is a good preventative maintenance practice to periodically run the Chkdsk utility.

Front 16

A computer running Windows XP has been getting slower as time passes. The drive activity light is often lit for extended periods of time.

What is the most likely cause of the problem?

A) Memory has become unseated.
B) The CPU fan has failed.
C) The power cable for the hard drive is loose.
D) The hard drive is badly fragmented.

Back 16

D) The hard drive is badly fragmented.

INFO:
The most likely cause of the problem is that the drive has become badly fragmented. A hard drive can become fragmented over time. This causes the computer to have to spend extra time looking for all the bits of files scattered across the hard drive. The computer can run more slowly, and the hard drive can take extra time for read and write operations. Defragmenting the drive will move the date around on the drive to make it easier to read and write quickly.

Front 17

Your laptop computer will not power on when connected to an AC power source.

What should you check first?

A) AC power adapter
B) Battery
C) UPS
D) Motherboard

Back 17

A) AC power adapter

INFO:
You should check the AC power adapter. The AC power adapter might be faulty or may be incompatible.

Front 18

To provide power protection for your computer and peripherals, you purchase a UPS. You want to maximize data protection and connectivity in case of a power failure.

Which of the following devices should you NOT plug into the UPS?

A) LCD Monitor
B) Laser printer
C) Router
D) Cable modem

Back 18

B) Laser printer

You should not plug a laser printer into the UPS. To maximize data protection, you should only plug in critical devices. Laser printers consume a great deal of power and should not be plugged into a UPS. This will maximize the amount of time during which the UPS can keep the other devices powered up.

Front 19

Some basic principles of troubleshooting include the following:

* Performing backups before making changes
* Assessing a problem systematically and dividing large problems into smaller components to be analyzed individually
* Verifying the obvious to determine whether the problem is something simple
* Researching ideas and establishing priorities
* Documenting findings, actions, and outcomes

Back 19

NOTES:
Your Approach to Troubleshooting
A+ In Depth, Thomson Course Technology
Chapter 24

Front 20

Some basic diagnostic procedures and troubleshooting techniques include the following:

* Identifying the problem by questioning the user and identifying user changes to the computer
* Analyzing the problem and its causes and making an initial determination of the problem
* Establishing a theory of probable cause
* Testing the theory
* Testing related components including inspection, connections, and hardware and software configurations
* Consulting vendor documentation
* Evaluating results and taking additional steps if needed, such as consultation and the use of alternate resources, such as manuals
* Verifying full system functionality
* Documenting activities and outcomes

Back 20

NOTES:
Gathering information from a user
CompTIA A+ Certification: Essentials, Course Technology
Unit 19

Front 21

What kind of liquid cleaner should you use around electronic components?

A) Alcohol-based
B) Water-based
C) Ammonia solution
D) Solvent-based

Back 21

A) Alcohol-based

EXPLANATION:
You should use alcohol-based liquids when cleaning around electronic components. Alcohol-based cleaning solutions dry quickly, do not leave a residue, and do not damage components.

You should not use water-based liquids when cleaning around electronic components. Water-based cleaners can be slow to dry and can cause damage to delicate components. Water-based liquids are used for cleaning equipment cases, but should be used to dampen a soft cloth used for cleaning rather than being applied directly to the case.

You should not use solvent-based based liquids when cleaning around electronic components. Solvent-based cleaners are corrosive and can leave a damaging and conductive residue.

You should not use an ammonia solution when cleaning around electronic components, especially when cleaning a laser printer. Ammonia solutions are water-based, so they have the same potential problems as other water-based cleaners. Also, ammonia can react with printer toner, resulting in degraded print quality.

Front 22

While Emily's child was playing at Emily's computer, the child clicked on the Print button several times. The printer is located upstairs. A 50-page document is printing.

Which of the following options will best prevent paper waste?

A) Open the print queue immediately. Pause the printer, and then delete all of the print jobs, including the current one.
B) Shut the printer off immediately, and then turn it back on after five minutes.
C) Let the current print job finish printing, and then open the print queue to delete the remaining print jobs.
D) While the current print job is printing, delete all of the remaining print jobs.

Back 22

A) Open the print queue immediately. Pause the printer, and then delete all of the print jobs, including the current one.

EXPLANATION:
The fastest way to stop the printer from printing items you do not want printed is to open the print queue on the computer, pause the printer (to stop print jobs from spooling to the printer), and then delete all of the print jobs, including the one that is currently printing. A few more pages may print, depending on how much has spooled in the printer's internal memory, but this will prevent paper waste. You can also remove the paper from the tray and delete the print jobs if you have a slower computer and the printer is close to you.

Shutting off the printer will not stop the document from spooling, but it will cause a communication error that may cause her printer to print pages with garbled characters instead of the document when it is turned back on. Turning off the printer while it is printing will likely cause a paper jam.

Emily should NOT let the current print job finish printing before opening the print queue because data will continue to spool to the printer's memory and the next job will begin printing. There is nothing to prevent Emily from deleting the current print job while it is printing.

Front 23

Under normal circumstances, when should you apply a new service pack to a customer's computer?

A) Only during scheduled preventative maintenance
B) Immediately, even if it means rescheduling other service calls
C) As soon as convenient, especially if the customer has experienced problems that can be fixed by the service pack
D) Only after the customer asks about the service pack

Back 23

C) As soon as convenient, especially if the customer has experienced problems that can be fixed by the service pack

EXPLANATION:
You should install a new service pack soon as convenient, especially if the customer has experienced problems that are fixed by the service pack. Service packs resolve known issues and usually include security fixes, making the customer's computer more secure. If the customer has experienced a problem that can be fixed by the service pack, installing the pack becomes a higher priority.

You should not install the new service pack immediately if it means rescheduling other service calls. If the customer has a critical problem that would be fixed by the service pack, then you should already have an open service call for the customer. Normally, service packs are important, but not critical to the point of delaying other service calls.

You should not install the new service pack only after the customer asks about the service pack. Most customers will not be aware that a new service pack is available and would not know to ask.

You should not install the new service pack only during scheduled preventative maintenance. This could result in a significant delay before installing the service pack, possibly leaving the customer's computer vulnerable to known security issues. This could also delay fixes to known intermittent problems.

Front 24

How should you clean a CRT monitor's screen?

A) Spray a soft cloth with glass cleaner and wipe the screen.
B) Spray the screen with glass cleaner and wipe with a paper towel.
C) Spray a paper towel with glass cleaner and wipe the screen.
D) Spray the screen with glass cleaner and wipe with a soft cloth.

Back 24

A) Spray a soft cloth with glass cleaner and wipe the screen.

EXPLANATION:
You should a spray a soft cloth with glass cleaner and wipe the screen. Most manufacturers recommend either glass cleaner or alcohol wipes designed for that purpose for cleaning screens. You should spray the cleaner on a cloth rather than on the monitor to prevent potential damage to the monitor.

You should not spray the screen with glass cleaner and wipe with a soft cloth. The cleaner could get into the monitor through the vents, damaging electronic components.

You should not spray the screen with glass cleaner and wipe with a paper towel or spray a paper towel with glass cleaner and wipe the screen. Most monitors have a protective coating over the glass. A paper towel is coarse enough to possibly scratch the coating.

Front 25

A user complains that a laptop's LCD screen stopped working suddenly. The user was typing when the LCD screen went dark. The laptop has a port that supports an external VGA monitor. You want to talk the user through correcting the problem over the phone, if possible. The user is concerned about losing unsaved work on the computer.

What is the first thing you should have the user try?

A) Connect a VGA monitor to the external VGA port.
B) Press the laptop power button.
C) Shut down the laptop and restart in Safe mode.
D) Hold the function (Fn) key and toggle the LCD screen key.

Back 25

D) Hold the function (Fn) key and toggle the LCD screen key.

EXPLANATION:
You should have the user hold the Fn key and toggle the LCD screen key. Because the LCD screen went dark suddenly, it is possible that the user accidentally pressed the wrong key combination and toggled the LCD screen. This would cause video to be routed to the external video port instead of the screen. If this is the problem, toggling the key again should bring the LCD screen back.

You should not connect a VGA monitor as your first action. This would give you an idea if the video circuitry is working properly and might indicate that the user has toggled the LCD screen key, but it does not correct the problem. Also, there is the possibility that the user does not have access to a VGA monitor.

You should not press the laptop power button as your first action. If the laptop had entered a power-saving mode, turning off the LCD screen in the process, this would correct the problem. However, because the LCD screen went dark suddenly while the user was typing on the computer, it is unlikely that it entered a power-saving mode. A computer typically enters a power-saving mode after a period of inactivity. Also, taking this action might cause the computer to shut down or reset, which would lose the user's work.

You should not shut down the laptop and restart in Safe mode. This action will correct many common problems, but it also causes the loss of any unsaved data.

Another simple cause for a laptop's LCD screen going dark is that the LD cutoff switch has been engaged. Some laptops have a switch that turns the LCD display on and off. If the user accidentally flips the switch, the LCD screen will go dark.

If the cause is not the Fn toggle key or the switch, it could be that the backlight on the LCD screen has failed. This would cause the screen to go dark, but at certain angles and in certain lighting conditions, you would be able to see that there is an image on the screen. However, it is not backlit and is therefore very difficult to see.

Front 26

What is the best way to clean a USB port?

A) Water-dampened soft cloth
B) Dry cotton swab
C) Compressed air
D) Toothbrush or similar brush

Back 26

C) Compressed air

EXPLANATION:

Compressed air is the recommended way to clean USB ports. Compressed air can be used to safely remove dust and debris.

You should not use a dry cotton swab. The swab may not remove everything from the port and can actually force foreign materials deeper into the port. It can also leave behind cotton fibers that could interfere with the connection.

You should not use a water-dampened soft cloth. Water should not be used to clean any type of port. Water can seep through and damage the electronics. Also, water promotes corrosion.

You should not use a toothbrush or similar brush to clean a USB port. The brush might not remove all dust and debris and could shove it deeper into the port making it harder to remove. A relatively stiff brush, like a toothbrush, can also damage the port connectors.

Front 27

You have a computer running Windows Vista. As a part of your maintenance plan, you want to schedule a Disk Cleanup to run on a weekly basis.

What should you use?

A) Administrative Tools
B) Startup folder
C) Device Manager
D) Task Manager

Back 27

A) Administrative Tools

EXPLANATION:
You should use Administrative Tools. Under Administrative Tools, you can use the Task Scheduler to schedule the Disk Cleanup program to run each week. Task Scheduler can be used to run a specific program at a defined time interval. Administrative Tools also provides a variety of other tools to manage administrative settings for a computer, such as services, event logs, and security policies.

You should not use Task Manager. Task Manager provides information about the processes and programs running on a computer, and allows you to terminate them or change their priority. Task Manager also provides information about the overall status of the computer, including CPU, memory, and network utilization. You can access Task Manager by pressing the CTRL + ALT + Delete keys.

You should not use the Startup folder. The Startup folder contains shortcuts to applications that are launched automatically each time Windows is started. In this case, you only wanted to run the Disk Cleanup program weekly. In Windows Vista, the Startup folder is c:\Users\username\AppData\Roaming\Microsoft\Windows\Start Menu\Programs\Startup. In Windows XP, the Startup folder is c:\Documents and Settings\username\Start Menu\Programs\Startup.

You should not use Device Manager. Device Manager is used to manage devices in and connected to the computer. You can use Device Manager to troubleshoot problems with devices that are not working properly or update or remove device drivers. You can access Device Manager by using System in Control Panel, by using Computer Management in Administrative Tools, by right-clicking the My Computer icon and selecting Properties, or by running devmgmt.msc.

Front 28

A user has a computer running Windows XP Professional. An ink-jet printer is connected to the computer through its USB interface. By company policy, users shut down and turn off their computers each evening before leaving work. This morning, the user starts up the computer and attempts to print a Microsoft Word document. The document does not print. After a few minutes, a text balloon reports the error "Document failed to print. When you check the print queue, the print job has a status of "Error - Printing."

You need to solve the problem. What should you try first?

A) Reset the printer cartridges and retry printing from the print queue.
B) Try printing from another application.
C) Check that the printer is plugged in, turned on, and online.
D) Check to see if the printer has paper or the paper is jammed.

Back 28

C) Check that the printer is plugged in, turned on, and online.

EXPLANATION:
You should check that the printer is plugged in, turned on, and online. Unplugged, offline, and turned off printers are reported by some repair technicians as the printer problems that they most often see. By company policy, users turn off their computers at night. The user may assume that this directive also applies to the printer and may have turned it off at night and then simply forgot to turn the printer on in the morning. Because the printer has worked correctly before and because this is the first print job attempted for the day, this is a likely cause of the problem Also, these are the symptoms you would expect to see if the printer is turned off or otherwise unavailable.

You should not try printing from another application as your first action. There is nothing to indicate that the problem is related to the application. However, if you are able to rule out the printer or printer cable as the cause, this would be a good step toward finding a different cause for the problem.

You should not check to see if the printer has paper or if the paper is jammed as your first action. These are both common errors, but most printers will explicitly report these errors through the operating system as "Out of paper" and "Paper jam" errors. The operating system is reporting a more generic error, so this would not be the place to start.

You should not reset the printer cartridges and retry printing from the print queue as your first action. There is nothing to indicate that the problem is with the printer cartridges. Many printers would generate a more specific error message to the operating system if there were a printer cartridge problem keeping it from printing. This could be something you would try eventually, but not as your first action.

Front 29

You are cleaning a laptop computer. You plan to use compressed air where appropriate.

For which of the following is compressed air the recommended cleaning method for the device? (Choose three.)

A) Touchpad
B) DVD drive
C) External case
D) Keyboard
E) Fans
F) LCD screen
G) USB port

Back 29

D) Keyboard
E) Fans
G) USB port

EXPLANATION:
You can use compressed air to clean the keyboard, fans, and USB port. You can also use compressed air to clean other external ports. When cleaning fans, you should use a toothpick or similar object to prevent the fan blades from spinning. Allowing the blades to overspin (spin too fast) can damage the fans.

You should not use compressed air to clean the external case, LCD screen, DVD drive, or touchpad. You should use a soft, water-dampened cloth to clean the external case and touchpad. Use a soft, dry cloth, screen cleaning pads, or cleansers designed for cleaning screens to clean the LCD screen. Use a commercial video cleaning kit to clean the DVD drive. Spraying compressed air in a DVD drive does not clean the laser unless directed on the lens and can force dust into delicate mechanical components, causing the drive to fail. However, if you can reach the lens of the laser with an extension wand and spray that area directly, some manufacturers recommend this as a possible cleaning method. Because of the potential problems it can cause, it is general discouraged in service manuals.

Front 30

A computer running Microsoft Windows 2000 Server currently has Service Pack 2 (SP2) applied. You need to apply SP4. You have already downloaded the service pack from Microsoft.

What is the most efficient way to apply SP4?
A) Install a fresh copy of Windows Server 2000 and then install SP4.
B) Remove SP2 and then install SP4.
C) Download and install SP3, and then install SP4.
D) Install SP4 on the computer as is.

Back 30

D) Install SP4 on the computer as is.

EXPLANATION:
You should install SP4 on the computer as is. Each service pack includes all of the updates from the earlier service packs, so you only need to install the desired service pack. It is not usually necessary to install earlier versions.

You should not remove SP2 and then install SP4. There is no reason for removing earlier service packs before installing the current service pack.

You should not install a fresh copy of Windows Server 2000 and then install SP4. There is no reason for installing a fresh copy of the operating system, so this would be a waste of time and effort.

There is no reason to download and install SP3 and then install SP4. SP4 contains all of the updates from SP3 as part of its contents.

Front 31

A computer running Microsoft Windows XP has been validated as genuine through the Windows Genuine Advantage (WGA) program. You want to ensure that security updates are applied automatically without your intervention.

What is the minimum physical configuration requirement for supporting automatic Windows updates?

A) The computer must be deployed as part of a Windows Active Directory domain.
B) The computer must have full-time access to the Internet.
C) The computer must be deployed as part of a Windows-based network.
D) The computer must have as-needed access to the Internet.

Back 31

D) The computer must have as-needed access to the Internet.

EXPLANATION:
The computer must have as-needed access to the Internet. The computer downloads updates from a Web site maintained by Microsoft. You can configure the computer running Windows XP to automatically download and apply the updates without any operator interaction.

It is not necessary for the computer to have full-time access to the Internet. The computer must connect to the Internet whenever it downloads updates from the Windows Update site, but a full-time connection is not required. An as-needed connection, such as a dial-up connection, is sufficient.

It is not necessary to deploy the computer as part of any type of network, including a Windows-based network or Windows Active Directory domain. While it is possible to configure updates through a network-based server, it is not a requirement. Windows updates are also supported for stand-alone computers (or networked computers) connecting directly to the Windows Update site to download updates.

Front 32

Which backup types back up selected files and clear the archive bit in Windows Backup? (Choose two.)

A) Daily
B) Copy
C) Normal
D) Differential
E) Incremental

Back 32

C) Normal
E) Incremental

EXPLANATION:
A normal backup backs up the selected files and clears the archive bit. The archive bit identifies whether or not a file has changed since the last time it was backed up. Some backup types filter the files to back up based on the archive bit, backing up only those files with the archive bit set.

An incremental backup also backs up selected files, but is limited to only those files with the archive bit set. It clears the archive bit when it runs, so that only files that have changed since the last full or incremental backup are backed up. One potential disadvantage is that when you recover from multiple incremental backups, you must recover from all incremental backups made since the last base (normal) backup in the order in which they were taken. Recovery will fail if any of the backups are missing.

A daily backup backs up files modified on the day of the backup, but does not clear the archive bit. A daily backup uses the file modification date rather than the archive bit to determine the files to back up.

A copy backup backs up selected files, but does not clear the archive bit. It backs up all selected files and does not check the archive bit. A copy backup can be used to perform some types of data migration. Data migration refers to transferring data to different computers, to different storage media, or in a different format. A copy backup would be one way to transfer data to a different computer. Other types of data migration require more specialized tools. For example, migrating data from one database system to another might require data conversion as well as just copying the data. Data migration could also refer to copying data that has been archived on one type of media to a newer type to ensure that the data will be accessible in the future.

A differential backup backs up changed files from the selected files, based on the archive bit value, but does not clear the archive bit. Because of this, each subsequent differential backup backs up more data and takes longer to run, until a backup is run that clears the archive bit. Recovery using differential backups is relatively easy because you recover from the last base (normal) backup and then only need to recover from the most recent differential backup.

Front 33

You are unable to understand a customer's description of a problem's symptoms.

What should you do first?

A) Have the customer to duplicate the problem.
B) Start troubleshooting the failing device.
C) Ask the customer to repeat the description.
D) Ask clarifying questions.

Back 33

D) Ask clarifying questions.

EXPLANATION:
You should ask clarifying questions. A clarifying question is one that you ask the customer to make sure that you understand the problem. You can get a better understanding of the customer's description by going through the customer's description and asking clarifying questions about points that you do not understand.

You should not ask the customer to repeat the description. It is unlikely that it will make any more sense the second time than it did the first.

You should not have the customer duplicate the problem without first getting as much information as you can about the problem. There are several potential problems with having the customer duplicate the problem. Some problems cannot be easily duplicated or are intermittent in nature. Some actions damage or degrade data, and having the customer duplicate the problem could make it worse.

You should not start troubleshooting the failing device until you have a better understanding of the problem. You could end up wasting your time and effort without accomplishing anything worthwhile.

Some guidelines for appropriate communication skills and professionalism are as follows:

* Use proper language and avoid jargon, acronyms, slang
* Maintain a positive attitude
* Listen and do not interrupt a customer
* Be culturally sensitive
* Be on time and contact the customer if you are running late
* Avoid distractions such as personal calls, interacting with co-workers, and personal interruptions
* Avoid arguing with customers and/or being defensive
* Do not minimize customers' problems
* Avoid being judgmental
* Clarify customer statements by asking open-ended questions to narrow the scope of the problem and restating the issue or question to verify understanding
* Offer different repair / replacement options if applicable
* Provide proper documentation on the services provided
* Follow up to verify satisfaction
* Deal appropriately with confidential materials

Front 34

How should you test a UPS to see if it is working properly?

A) Unplug all devices from the UPS and then unplug the UPS from the outlet.
B) Unplug the UPS from the outlet with devices plugged into the UPS.
C) Check the output voltage at each outlet on the UPS.
D) Feel the UPS case and check that it is not overly warm.

Back 34

A) Unplug all devices from the UPS and then unplug the UPS from the outlet.

EXPLANATION:
You should unplug all devices from the uninterruptible power supply (UPS) and then unplug the UPS from the outlet. The UPS alarm should sound and you should be able to test the UPS outlets and verify that they have power.

You should not just check the output voltage at each outlet on the UPS. Checking output voltage while the UPS is plugged in does not tell you what will happen when you unplug the UPS.

You should not depend on feeling the UPS case and checking that it is not overly warm. A UPS generates some heat while working. If it is operating under a heavier load, it can generate more heat. Extra heat can be noticed also if any of the vents on the UPS are blocked.

You should not unplug the UPS from the outlet with devices plugged into the UPS. If there is a problem with the UPS, it could generate a power spike when it is unplugged and damage the devices.

Front 35

What is the potential risk from using a vacuum to clean circuit boards?

A) Card seating
B) Component loss
C) Static discharge
D) Dust

Back 35

C) Static discharge

EXPLANATION:
Many vacuums have a potential risk of static discharge. If the vacuum is not designed and designated as a nonstatic vacuum, it can build up a static charge while cleaning. The resulting discharge can damage electronic components.

Component loss is not considered a potential risk. Components are either soldiered in or socket-mounted. Socket-mounted components seat tightly enough in their sockets that it would be very unlikely that on could be sucked into a vacuum and lost. One thing that might be lost, however, are small header jumpers used as configuration jumpers on some older circuit boards. Physical jumpers are rarely used on currently produced circuit boards, but they are still often used on hard disk drives.

Card seating is not considered a potential risk. Expansion cards seat tight enough that it would be very unlikely that a vacuum could unseat one.

Dust is not a risk for a well maintained vacuum. Clean or change vacuum bags and filters frequently to prevent them from becoming plugged and allowing dust to escape.

Front 36

Which action would you take as preventive maintenance for a hard disk in a computer running Windows XP?



A) Low level format
B) Change partition sizes
C) Defragment
D) Format partitions

Back 36

C) Defragment

EXPLANATION:
You could defragment a hard disk as part of preventive maintenance. A hard disk becomes fragmented over time with files broken into smaller parts and stored in different areas on the hard disk. Performance is degraded because of the need to retrieve all of the parts and reassemble them as a single file. When you defragment a hard disk, you physically move and recombine the file so that it is stored in a contiguous block of disk space, improving performance. This is not always part of preventive maintenance, but it might be appropriate on a very active computer. Disk Cleanup is also sometimes run as part of preventive maintenance as a way of checking for potential disk problems.

You should not run a low-level format as part of preventive maintenance. Low-level format removes all data and disk partitions. This means that all data on the hard disk is lost.

You should not change partition sizes as part of preventive maintenance. Using Windows XP disk utilities to change partition sizes causes all data on the partitions to be lost.

You should not format disk partitions as part of preventive maintenance. When you format a disk partition, all of the data in that partition is lost.

Front 37

Which of the following provides the best protection for a computer against power surges and spikes?

A) UPS
B) Surge protector
C) The PC's power supply
D) SPS

Back 37

A) UPS

EXPLANATION:
An Uninterruptible Power Supply (UPS) provides the best protection against power surges and spikes. A true UPS charges a battery from the line AC voltage and powers the computer from the battery. The battery remains in line in the circuit at all times and provides effective power conditioning, isolating the computer from AC line problems.

A surge protector does not provide the best protection for a computer against power surges and spikes. It does provide protection, but not the same level of protection as a UPS. Another potential problem is that there is no way to definitely determine whether or not some surge protectors are working properly.

The PC's power supply does provide some surge protection, but it should be considered the last line of defense rather than your primary protection against power surges and spikes. The power supply does not provide the same level of protection as external protection devices. A power supply can fail if repeatedly exposed to power surges and spikes.

A Standby Power Supply (SPS) does not provide the best protection for a computer against power surges and spikes. An SPS is similar to a UPS, except that the battery is offline unless AC power fails, so it does not provide the same power conditioning as a UPS. The protection provided when AC power is present is more like that provided by a surge protector. Some inexpensive UPSs are misidentified and are actually SPSs.

Front 38

Which parts of a laptop computer should be cleaned with a soft cloth dampened with water? (Choose two.)

A)LCD screen
B) Keyboard
C) Case
D) Touchpad
E) USB ports

Back 38

C) Case
D) Touchpad

EXPLANATION:
You should use a soft cotton cloth that is slightly wet with water to clean the laptop's external case and the surface of the touchpad. Hard to remove stains on the case can be removed with a cloth dampened with alcohol.

You should exercise caution when cleaning the touchpad with a dampened cloth. Make sure that the cloth is not overly damp because it might leave behind excessive water. With some laptops, there is a possibility that the water could seep through the seam around the touchpad through capillary action, which could cause problems if the water reaches the circuit board for the keyboard.

You should not clean the LCD screen with a soft cotton cloth dampened with water. You should use a soft, dry cloth or cleaners designed for cleaning LCD screens.

You should not clean USB ports with a soft cotton cloth dampened with water. You should not use liquids to clean USB, or any other, peripheral ports.

You should not clean the keyboard with a soft cotton cloth dampened with water. The cloth might dislodge key tops and the dampness could damage the keyboard electronics.

Front 39

You need to clean an LCD touch screen.

What should you use to clean the screen?

A) A damp sponge
B) A lint-free cloth
C) A damp paper towel
D) A baby wipe

Back 39

B) A lint-free cloth

EXPLANATION:
LCD screens and touch screens cannot be cleaned with a cloth dampened with window cleaner or with alcohol-based wipes. These can be used for CRT screens but can damage LCD screens. You should use a lint-free cloth.

You should not use a damp sponge or a damp paper towel to clean any type of monitor, especially if they are dampened with water.

You should not use a baby wipe to clean any type of monitor. Baby wipes can contain lotions or oils that can smudge or even damage the screen.

Front 40

You install a new hard drive in an older Pentium machine. When the computer boots into Microsoft Windows XP, the hard drive does not appear in any disk management utility.

What should you check first? (Choose four.)

A) Hard drive's Molex connector
B) IDE connector
C) Power for the motherboard
D) BIOS IDE settings
E) FDD cable
F) Berg connectors
G) Jumpers on the hard drive

Back 40

A) Hard drive's Molex connector
B) IDE connector
D) BIOS IDE settings
G) Jumpers on the hard drive

EXPLANATION:
The BIOS will be able to tell you if the hard drive can be detected. In older computers (like the Pentium Pro), there was no auto-detection of hard drives. The hard drive had to be detected in the BIOS or the details of the HDD had to be entered.

You should make sure that the IDE connector is attached to the motherboard and hard drive correctly. Make sure that pin 1 is in the right place or the hard drive will not be detected.

You should check the jumpers on the drive to ensure that they have the right master or slave setting.

The hard drive requires power from the Power Supply Unit. This means that the Molex connector has to be connected to the back of the hard drive for it to be detected.

Checking whether the motherboard has power would be pointless. If the computer boots up it would clearly mean the motherboard has power.

The Floppy Disk Drive (FDD) cable is not related to the hard disk detection problem.

The Berg connector is the power connector on the FDD. A hard drive does not use a Berg connector. It has a Molex connector.

Front 41

What should you back up to ensure that you have a copy of a Windows XP computer's Registry and boot files?

A) Back up My Network Places.
B) Backup the system state.
C) Back up My Documents for each user.
D) Back up the Windows folder on drive C.

Back 41

B) Backup the system state.

EXPLANATION:
You should back up the computer's system state to back up the Registry and boot files. System state backup also backs up the COM+ registration database, IIS metadirectory, and Windows File Protection system files.

You should not back up My Documents for each user to back up the Registry and boot files. System state is not stored in the My Documents folder.

You should not back up My Network Places to back up the Registry and boot files. This would not back up system state data for the local computer because it backs up data physically located on shared network folders.

You should not back up the Windows folder to back up the Registry and boot files. Some of the boot files are stored at the system drive root, not the Windows folder.

Front 42

Eric called to say that his dial-up Internet connection keeps dropping off.

What should you ask to start the troubleshooting process?

A) How old is your modem?
B) Is it making any new noises?
C) What are you doing to cause it to disconnect?
D) What happens before the modem disconnects?

Back 42

D) What happens before the modem disconnects?

EXPLANATION:
There are several good ways to start a verbal troubleshooting session with a customer. The goal is to determine the action or inaction that caused the system to change from functional to non-functional (for example, "What happens before the modem disconnects?" or "When did you first notice the problem?").

Avoid asking the customer to make any subjective judgments (for example, " Is it making any new noises?"), because they are not trained to do so.

Irrelevant questions (such as, "How old is your modem?" or "Do you know how it is supposed to work?") only delay the troubleshooting process.

Accusatory questions (such as, "What are you doing to cause it to disconnect?") have no place in good customer service.

Front 43

Which of the following symptoms might indicate a hard disk drive head crash?

A) The computer powers down unexpectedly.
B) You hear clicking or grinding when you save a file.
C) It takes a long time to open a folder in Windows Explorer.
D) Your system stops responding and displays a blue screen.

Back 43

B) You hear clicking or grinding when you save a file.

EXPLANATION:
Hearing clicking or grinding when you save a file is a symptom indicating that a head crash has occurred in your hard drive. When a head crash occurs, the read-write head comes in contact with the disk platter. This results in noise when you try to access the drive. A head crash is a serious physical disk drive failure that will eventually result in a total hard drive failure and/or data loss. If you suspect a hard drive crash, you should power off the computer and look at alternate data recovery solutions to move your data to another disk drive.

The computer powering down unexpectedly would not be a symptom of a head crash. The computer powering down unexpectedly might indicate a problem with the power supply or the motherboard or could indicate that the computer is overheating.

Your system showing the "blue screen of death" (BSOD) would not be a symptom of a head crash, but it can be a symptom of a hard drive problem. You might experience a blue screen if you have bad sectors on your hard drive where system files are stored. You can also experience blue screens if you have a virus, a disk partition is corrupt, or critical system files cannot be accessed.

It taking a long time to open a folder in Windows Explorer would not be a symptom of a head crash. However, it could indicate that a disk drive is in need of defragmenting or is about to fail.

Front 44

You are currently working at a support desk. A user calls and complains that the image she printed is not the same as the image on the screen. She is complaining that the colors are not the same, since installing her new printer.

Which of the following tasks can help the user print what is on the screen?

A) Change the printer cartridge.
B) Upgrade the video card drivers.
C) Utilize Color Management.
D) Upgrade the monitor.

Back 44

C) Utilize Color Management.

EXPLANATION:
Color management is the controlled conversion between the color representations of monitors and printers. Color management allows you to manipulate the color so that the screen and printouts are comparable. Under the advanced display settings, Windows allows you to select schemes to help you calibrate you monitor so that when you print; the image on the screen matches the colors on the paper. A monitor generally displays images in RGB, where as a printer will make up colors using CMYK.

Upgrading the monitor will not help in this instance because monitors will always represent colors using RGB.

Assuming that the previous video card drivers were working correctly, upgrading video card drivers will not help in this case.

Changing the printer cartridge will not change the output of the printer colors compared to the screen colors.

Front 45

Mary turned her computer on this morning and the monitor was blank.

Which questions would help Mary determine the problem? (Choose three.)

A) Is the monitor brightness turned off?
B) Is the monitor power cord plugged in?
C) Is the monitor degauss feature turned on?
D) Is the monitor plugged into the computer?

Back 45

A) Is the monitor brightness turned off?
B) Is the monitor power cord plugged in?
D) Is the monitor plugged into the computer?

EXPLANATION:
Checking monitor power cord, data cord to the computer, and monitor brightness may reveal the problem.

The degauss function "washes" the screen of the CRT with an electromagnetic pulse that dissipates any magnetic buildups that lead to color spots or image distortions. The degauss feature does not affect image brightness.

Front 46

When you turn on your laptop, you hear the hard drive spinning, but you see nothing on the display.

What should you do first?



A) Replace the power adapter.
B) Connect an external monitor and toggle the display to it.
C) Replace the LCD screen.
D) Disassemble the laptop and reseat the video card.

Back 46

B) Connect an external monitor and toggle the display to it.

EXPLANATION:


Question 18 Explanation:

You should connect an external monitor and toggle the display to it. Before disassembling the laptop, you should to try to determine whether or not the problem is with the LCD screen. You can connect an external monitor and toggle the video to the external monitor. If the external monitor displays information, then the problem is likely the LCD or the internal video cable. If the external monitor does not display information, it is likely some other problem.

You should not disassemble the laptop and reseat the video card first. You might need to do this, but it is better to analyze the problem before proceeding to disassemble the unit.

You should not check the power adapter. In this case, the hard drive is spinning, so you obviously have power.

You should not replace the LCD screen first. You should first determine if the problem is with the LCD screen.

Objective:


List all questions for this objective

Troubleshooting, Repair & Maintenance

Sub-Objective:

2.4 Given a scenario, explain and interpret common laptop issues and determine the appropriate basic troubleshooting method

References:

Laptop
Click here for further information
Wikipedia, Wikimedia Foundation, Inc.

Front 47

You work at a laptop repair company. A user has brought his laptop in to be repaired. He uses built in Wi-Fi to access his network at work.

Lately he has noticed significant signal strength reduction. He says that he has not added any new software or hardware. He has tried to connect his laptop to other access points with the same result.

What can be the source of the problem? (Choose two.)

A) The access point at work has been moved.
B) Both antenna wires in the laptop have been disconnected.
C) One of the antenna wires in the laptop has been disconnected.
D) The wireless card has been set to a use a low power profile.
E) The PCMCIA slot is not working correctly.

Back 47

C) One of the antenna wires in the laptop has been disconnected.
D) The wireless card has been set to a use a low power profile.

EXPLANATION:
Low signal strength could be the result of a disconnected antenna wire or low power profile. The user would have to reconnect the appropriate wire or turn power saving mode off to have better connectivity.

If both antenna wires were disconnected, there would be no wireless connectivity. There would also be no wireless connectivity if the laptop had a wireless switch that had been turned off. Some laptops have switches that allow the user to quickly disable the wireless transmitter for power saving or security.

The internal wireless adapter does not have anything to do with the PCMCIA slot. This could be a consideration if the wireless card was plugged in here.

The signal strength of the connection has been low regardless of which access point he connects to. This means the problem is not specific to work.

Front 48

What is the best example of a useful question you can ask a customer to help diagnose a problem she is having with a computer she has used for over a year?

A) "Is it making any noises that it should not?"
B) "Do you know how it works?"
C) "What were you doing when the problem happened?"
D) "When did you set the system up?"

Back 48

C) "What were you doing when the problem happened?"

EXPLANATION:
There are several good ways to start a verbal troubleshooting session with a customer. The goal is to determine the action or inaction that caused the system to change from functional to non-functional (for example, "What were you doing when it happened?" or "When did you first notice the problem?").

Avoid asking the customer to make any subjective judgments (such as, "Is it making any noises that it should not?"), because they are not trained to do so.

Irrelevant questions (such as, "When did you set the system up?" or "Do you know how it is supposed to work?") only delay the troubleshooting process.

Front 49

You are working at your company's help desk. An employee calls and explains that a proprietary application is no longer working on his PC.

What questions would help you come up with a solution? (Choose two.)

A) What recent changes have you made to the PC?
B) Does your organization have information pertaining to this proprietary application?
C) Has this happened before? What was the outcome?
D) What is the level of your technical expertise (novice, intermediate or power user)?
E) How old is the PC?

Back 49

A) What recent changes have you made to the PC?
C) Has this happened before? What was the outcome?

EXPLANATION:
Recent changes to the PC can possibly corrupt an application. If the application is more important than the changes to the PC, the changes should be reverted so that the employee can resume his work.

If this issue has come up before, there might be documentation pertaining to the solution to this problem. Also, the user might remember how the last technician fixed it.

The user's technical expertise is not important. Understanding characteristics about the user will not solve the actual problem.

The user will probably not be able to tell you whether this problem has been documented. This question might confuse the user. A technician should always know what documentation is available.

If the application worked before, the PC's age is not relevant to this issue.

Front 50

Which of the following should you recommend that a customer perform on a regular basis as part of customer's regular, planned maintenance procedures on a mission-critical computer?

A) Have the customer run daily backups.
B) Have the customer refresh the ASR monthly.
C) Have the customer defragment the hard disk monthly.
D) Have the customer delete any remaining system restore points each week.

Back 50

A) Have the customer run daily backups.

EXPLANATION:
You should have the customer run regular daily backups. Backups are the surest way of recovery after a catastrophic failure. On a critical system, daily backups are typically recommended as the preferred schedule.

You should not have the customer refresh the Automated System Recovery (ASR)monthly. ASR is considered the last-ditch effort for recovering a non-booting computer. The ASR includes critical system files needed to start up the system but does not include user data. Unless major changes are made to the operating system, there is typically no reason to update the ASR.

You should not have the customer delete any remaining system restore points each week. System restore points let you revert to an earlier state in case of problems. Some potential problems, such as viruses, are not immediately apparent, so you should keep multiple generations of system restore points.

You should not have the customer defragment the hard disk monthly. This does not necessarily cause any problem, but it would be a waste to the customer's time. Fragmentation occurs over time, and it is very unlikely that a computer would need to be defragmented every month.

Front 51

After upgrading a PC by installing a 256 MB SDRAM DIMM, you turn on the computer and hear a series of beeps and nothing is shown on the monitor.

What is the most likely cause for these beeps?

A) You forgot to plug the power cable into the PC.
B) The system has tested the newly upgraded hardware and has automatically configured CMOS.
C) You accidentally loosened the floppy cable while you were installing the memory.
D) The newly added memory modules are not installed properly and the system has failed POST.

Back 51

D) The newly added memory modules are not installed properly and the system has failed POST.

EXPLANATION:
Since the upgrade involved adding memory chips to the PC, the most likely reason for the beeps is that there is a problem with the installation. During boot up, the system first goes through a Power-On Self-Test (POST). Memory is tested during POST, and if an error is detected, an audible error code is generated in the form of a series of beeps. Different motherboards and BIOS versions use different beep codes.

If the newly added RAM tested correctly, only the standard single beep would be heard.

If the power cable was not plugged in, the PC would not start at all.

If the floppy cable came loose during the upgrade, POST will not detect it and display an error message on the monitor. Since there is no video display, the loose cable is not the most likely cause of the beeps.

Front 52

You are replacing the motherboard, processor, memory, and video adapter in a computer.

When you assemble the computer and power it on, the computer briefly seems to start, but then it beeps several times and stops.

What should you do?

A) Check all the fans.
B) Check the Web site of the motherboard manufacturer for the beep codes.
C) Reseat the memory.
D) Check the power connection to the motherboard.

Back 52

B) Check the Web site of the motherboard manufacturer for the beep codes.

EXPLANATION:
When a computer fails to start and emits a series of beeps, there is a hardware error of some sort. It could be an ill-seated component like memory or the processor, or it could be the fans if the motherboard is set to require a certain fan speed. The only sure way, other than checking every component, is to see what the beeps mean by going to the Web site of the motherboard manufacturer and looking up the beep codes for that motherboard.

You should not check the power connection to the motherboard. If there is no power to the motherboard, it would not be able to beep.

While reseating the memory could fix the problem, you should check the beep codes first so you know what component is having the problem.

It is somewhat likely that a disconnected or slow fan could cause the problem, but the best course of action is to look up the beep codes so you know for sure and do not have to check every component.

Front 53

Which backup types back up selected files and clear the archive bit in Windows Backup? (Choose two.)

A) Incremental
B) Normal
C) Differential
D) Daily
E) Copy

Back 53

A) Incremental
B) Normal

EXPLANATION:
A normal backup backs up the selected files and clears the archive bit. The archive bit identifies whether or not a file has changed since the last time it was backed up. Some backup types filter the files to back up based on the archive bit, backing up only those files with the archive bit set.

An incremental backup also backs up selected files, but is limited to only those files with the archive bit set. It clears the archive bit when it runs, so that only files that have changed since the last full or incremental backup are backed up. One potential disadvantage is that when you recover from multiple incremental backups, you must recover from all incremental backups made since the last base (normal) backup in the order in which they were taken. Recovery will fail if any of the backups are missing.

A daily backup backs up files modified on the day of the backup, but does not clear the archive bit. A daily backup uses the file modification date rather than the archive bit to determine the files to back up.

A copy backup backs up selected files, but does not clear the archive bit. It backs up all selected files and does not check the archive bit. A copy backup can be used to perform some types of data migration. Data migration refers to transferring data to different computers, to different storage media, or in a different format. A copy backup would be one way to transfer data to a different computer. Other types of data migration require more specialized tools. For example, migrating data from one database system to another might require data conversion as well as just copying the data. Data migration could also refer to copying data that has been archived on one type of media to a newer type to ensure that the data will be accessible in the future.

A differential backup backs up changed files from the selected files, based on the archive bit value, but does not clear the archive bit. Because of this, each subsequent differential backup backs up more data and takes longer to run, until a backup is run that clears the archive bit. Recovery using differential backups is relatively easy because you recover from the last base (normal) backup and then only need to recover from the most recent differential backup.

Front 54

How should you maintain archival data for long-term storage?

A) Copy the data to CD or DVD for storage by a records storage company.
B) Copy the data to a folder on a network client and enable the folder's hidden attribute.
C) Copy the data to a folder on a network file server.
D) Copy the data to floppy diskettes for storage by a records storage company.

Back 54

A) Copy the data to CD or DVD for storage by a records storage company.

EXPLANATION:
When it is necessary to maintain archival data for long-term storage, you should copy the data to CD or DVD for storage by a records storage company. Writeable CDs and DVDs have a relatively long storage life. Record storage companies specialize in handling digital data and will ensure proper storage.

You should not copy the data to a folder on a network file server. This does not protect the data. The data could be lost in case of disk failure if it is not properly backed up. It is also possible that someone might modify the data.

You should not copy the data to floppy diskettes for storage by a records storage company. Floppy diskettes do not have a long storage life and have limited storage capacity, so they are not well suited to long-term data storage.

You should not copy the data to a folder on a network client and enable the folder's hidden attribute. Users can configure the folder options to view and access hidden folders, so a user might modify or delete the data. Also, client computers are often not backed up on a regular basis, which would put the data at risk of being lost in case of a disk failure.

Front 55

How can you modify the Windows XP Professional Automatic Update schedule on a computer with Service Pack 2 or later applied? (Choose two.)

A) Launch the Control Panel and run Security Center. Then click Automatic Updates.
B) Launch the Control Panel and run System. Choose the Advanced tab.
C) Connect to the Internet, run Start | All Programs | Windows Update, and click Update.
D) Launch the Control Panel and run System. Choose the Automatic Updates tab.
E) Launch the Control Panel and run Internet Options.

Back 55

A) Launch the Control Panel and run Security Center. Then click Automatic Updates.
D) Launch the Control Panel and run System. Choose the Automatic Updates tab.

EXPLANATION:
To modify the Windows XP Automatic Updates schedule, you should launch the Control Panel, run Security Center, and then click Automatic Updates. You can also launch the Control Panel, run System, and choose the Automatic Updates tab. Either method lets you set the update schedule. Two additional methods, not listed, are to launch the Control Panel and run Automatic Updates or launch the Control Panel, run Scheduled Tasks, and then choose Windows Updates from the Scheduled Tasks Wizard.

You should not connect to the Internet, run Start | All Programs | Windows Update, and click Update. The Update selection lets you change language settings, but not the update settings.

You should not launch the Control Panel, run System, and choose the Advanced tab. The Advanced tab does not have a link to the Windows Updates settings.

You should not launch the Control Panel and run Internet Options. Even though Windows Updates are downloaded over the Internet from the Windows Update Web site, the Internet Options do not include an option for scheduling Windows Updates.

Front 56

You install a printer using the USB interface and set the configuration options.

What should you do to optimize print quality?

A) Calibrate the ink cartridges (align print head).
B) Print a test page.
C) Increase the size of the spooler file.
D) Use the parallel interface instead of the USB interface.

Back 56

A) Calibrate the ink cartridges (align print head).

EXPLANATION:
You should calibrate the ink cartridges. You will sometimes see this referred to as aligning the print head. In most ink-jet printers, the nozzles through which the ink is delivered are an integrated part of each ink cartridge. Most ink-jet printers print special patterns that let you adjust the printer settings for optimum print performance. Ink-jet printers that include an integrated scanner can often read the calibration page and calibrate the printer automatically.

You should not print a test page as your only action. Printing the test page lets you view how well the printer is printing, but for most printers, the standard test page does not help you configure ink cartridge alignment.

You should not increase the size of the spooler file. The spooler file holds print jobs temporarily until they can be printed. Increasing the spooler file does not change the appearance in any way, but it does give the printer a larger print queue.

You should not use the parallel interface instead of the USB interface. Changing the interface can change how quickly data is transferred to the printer and might change the options supported by the printer, but it does nothing to change print quality.

Front 57

You install a new printer for the marketing manager. She needs to be able to resume working in her program as soon as possible when she prints a document. She wants your solution to keep overall printing time as short as possible.

What should you do?

A) Set the printer properties to spool the document and wait until the last page has been spooled to print.
B) Turn print spooling off.
C) Set the printer properties to send the document directly to the printer.
D) Set the printer properties to spool the document and start printing immediately.

Back 57

D) Set the printer properties to spool the document and start printing immediately.

EXPLANATION:
To meet both goals, you should set the properties of the printer to spool the document and start printing immediately. Spooling the document frees up the program for other activities. Starting printing immediately lessens the amount of time it takes to produce the printed document.

You should not set the printer properties to spool the document and wait until the last page has been spooled to print. While spooling the document will give the user control of the program, making the entire print job spool before the printer begins will keep the program busy longer and probably increase the time it takes to produce the printed document.

You should not turn spooling off. Doing so may reduce the time it takes to produce the printed document, but it may not allow the user to resume using the program until the document has been printed.

You should not set the printer properties to send the document directly to the printer. This option would turn spooling off. Doing so may reduce the time it takes to produce the printed document, but it may not allow the user to resume using the program until the document has been printed.

Front 58

A computer running Microsoft Windows 2000 Server currently has Service Pack 2 (SP2) applied. You need to apply SP4. You have already downloaded the service pack from Microsoft.

What is the most efficient way to apply SP4?

A) Download and install SP3, and then install SP4.
B) Install a fresh copy of Windows Server 2000 and then install SP4.
C) Install SP4 on the computer as is.
D) Remove SP2 and then install SP4.

Back 58

C) Install SP4 on the computer as is.

EXPLANATION:
You should install SP4 on the computer as is. Each service pack includes all of the updates from the earlier service packs, so you only need to install the desired service pack. It is not usually necessary to install earlier versions.

You should not remove SP2 and then install SP4. There is no reason for removing earlier service packs before installing the current service pack.

You should not install a fresh copy of Windows Server 2000 and then install SP4. There is no reason for installing a fresh copy of the operating system, so this would be a waste of time and effort.

There is no reason to download and install SP3 and then install SP4. SP4 contains all of the updates from SP3 as part of its contents.

Front 59

When you power on your computer, the computer continuously attempts to reboot.

What is the most likely cause of the problem?

A) A RAM problem
B) A failed power supply
C) A virus
D) Overheating

Back 59

C) A virus

EXPLANATION:
The most likely cause of a computer continuously attempting to reboot would be a virus. If a virus affected the boot sector, this could cause the system to continuously attempt to boot.

The most likely cause would not be overheating. When a system overheats, it typically shuts down.

The most likely cause would not be a RAM problem. If there is a RAM issue detected during the boot process, you would probably hear a beep code and the computer would not boot. You can consult the BIOS documentation for explanations of what specific beep codes mean.

The most likely cause would not be a failed power supply. If the power supply had failed, the computer would probably not start at all.

Front 60

Mark has sent several documents to the printer, but no document has printed. When he clicks on his printer icon, he sees all of the documents still listed in the printer queue.

What should be his first step in troubleshooting this problem?



A) Delete all of the print jobs and send them again.
B) Reinstall the print drivers.
C) Delete the first print job.
D) Check to see if the printer has been paused.

Back 60

D) Check to see if the printer has been paused.

EXPLANATION:
The first step in troubleshooting this problem should be to check to see if the printer has been paused. This will be indicated in two places: first in the document queue, and second, in the printer properties. This would cause the documents to simply stack up in the queue.

Mark does not need to delete the print jobs and send them again, or try deleting the first print job to see if it has caused a problem, until after he checks to see if the printer is paused.

There is no indication that there is a problem with the print drivers, and thus no reason to reinstall them.

Front 61

Doug reports that Internet Explorer was working fine this morning, but now he is getting a fatal error that causes it to shut down.

Which question is the most relevant to start the troubleshooting process?

A) What version of Internet Explorer is it?
B) How long does Internet Explorer work before you get the fatal error?
C) When was the last time you backed up your hard drive?
D) Was any new hardware or software installed since this morning?

Back 61

D) Was any new hardware or software installed since this morning?

EXPLANATION:
Because the problem occurred very suddenly, you should identify recent changes to Doug's computer before proceeding with any other troubleshooting. The most relevant question is "Was any new hardware or software installed since this morning?"

"What version of Internet Explorer is it?" and "How long does Internet Explorer work before you get the fatal error?" are good questions and will probably be necessary in the troubleshooting process, but they are not as relevant.

Asking about Doug's backup is the least relevant question.

Front 62

What action should you take to prevent accidental loss of critical data that is located on a computer running Windows XP Professional that is connected to a network?

A) Set the Read-only attribute on all critical data files.
B) Use the Windows Backup utility to run regular scheduled data backups to CD.
C) Use the Windows Backup utility to run regular scheduled data backups to a shared network folder.
D) Make duplicate copies of all critical files and store them in a separate folder on the local hard disk.

Back 62

C) Use the Windows Backup utility to run regular scheduled data backups to a shared network folder.

EXPLANATION:
You should use the Windows Backup utility to run regular scheduled data backups to a shared network folder to prevent accidental loss of critical data files. The files are protected unless both the local hard disk and the network server hard disk fail, which would be extremely unlikely.

You should not use the Windows Backup utility to run regular scheduled data backups to CD. The Backup utility that ships with Windows XP does not support backing up directly to CD.

You should not make duplicate copies of all critical files and store them in a separate folder on the local hard disk. This does not protect the files should the local hard disk fail.

You should not set the Read-only attribute on all critical data files as your only protective measure. Users with sufficient rights can override or reset the Read-only attribute, removing the protection. Also, this does nothing to protect against losing the files because of a hard disk failure.

Front 63

What is a common symptom that indicates that a computer is overheating?

A) The computer runs fine and then unexpectedly shuts down.
B) You cannot print to a local printer.
C) You hear a beep code at startup.
D) You cannot access the hard drive

Back 63

A) The computer runs fine and then unexpectedly shuts down.

EXPLANATION:
A common symptom of a computer overheating is that the computer runs fine and then unexpectedly shuts down. Overheating can occur for many different reasons. If overheating occurs, you should check that the CPU fan is running and check that the heatsink/fan is properly seated on the CPU. You should also check any other fans in the case as well as the power supply fan. You might also use compressed air to clean dust out of the computer to improve airflow.

Not being able to access the hard drive is not a common symptom of overheating. If you cannot access the hard drive, it is most likely a connection issue or a physical issue with the hard drive.

Not being able to print to a local printer is not a common symptom of overheating. If you cannot print to a local printer, it is likely to be a problem with the physical connection to the printer or the printer driver.

Hearing a beep code at startup is not a common symptom of overheating. Beep codes generated by the BIOS when the computer boots indicate a problem with a failed component or process needed to boot the computer.

Front 64

You have installed a new sound card in a Windows computer and have just finished running the driver installation program. The driver installation program indicates that the driver was installed successfully.

What should you do next? (Choose two.)

A) Document what you did.
B) Check Device Manager to see if the device is functioning correctly.
C) Check to see whether sounds are audible.
D) Check the manual that came with the sound card.
E) Check the Web site of the sound card manufacturer for updated drivers.

Back 64

B) Check Device Manager to see if the device is functioning correctly.
C) Check to see whether sounds are audible.

EXPLANATION:
Once you have installed the hardware and the drivers, you should check to see if the device is functioning properly. You can do anything that usually generates sounds on the computer to see whether the sounds are audible. You can also check Device Manager to make sure that the device is functioning properly.

It is important to document what you did, but you should do this after you have made sure that the device is functioning properly.

You should check the manual that comes with the device before you install it, not after you install it. Likewise, you should check the Web site of the manufacturer for an updated driver before you install the driver that came with the device. If you encounter problems with the driver that came with the device, checking the manual, checking online information, and looking for a newer driver would be appropriate steps.

Front 65

After upgrading the motherboard, CPU, and RAM in a PC with a 2.4 GHz Pentium 4 CPU, a compatible motherboard, and 256 MB of DDR-SDRAM, you start the PC for the first time to load drivers.

After approximately one minute, the system locks up and begins to sound an audible alarm.

What might cause this problem?

A) The DDR-SDRAM chips are incompatible with Pentium 4 CPUs.
B) The alarm is normal and means it is time to install an operating system.
C) The DDR-SDRAM chips were installed backwards.
D) The CPU cooling fan is not working.

Back 65

D) The CPU cooling fan is not working.

EXPLANATION:
The CPU cooling fan not working is the only possible choice. Since the motherboard, CPU, and RAM were all upgraded, it is logical that one of these components is the cause of the problem. Since the system actually started and ran for one minute, the most likely cause is that the CPU began to overheat. A defective or improperly installed cooling fan would cause the CPU to overheat.

DDR-SDRAM chips are physically keyed to prevent them from being installed backwards.

DDR-SDRAM will work with Pentium 4s on compatible motherboards.

There is no alarm that sounds when it is time to install an operating system.

Front 66

In which case would you run the battery calibrator on a laptop computer?

A) A high battery charge percentage is shown, but the laptop shuts down when running on the battery.
B) The laptop will not turn off when running on the battery.
C) The laptop only powers on when connected to an AC power source.
D) The laptop's CMOS battery fails.

Back 66

A) A high battery charge percentage is shown, but the laptop shuts down when running on the battery.

EXPLANATION:
You would run the battery calibrator if a high battery charge percentage is shown but the laptop shuts down when running on the battery. This recalibrates the battery so that a more accurate remaining battery charge percentage will be displayed.

You would not run the battery calibrator if the laptop will not turn off when running on the battery. If the computer will not turn off when you press and hold the power switch, it is likely a problem with the power switch itself.

You would not run the battery calibrator if the laptop only powers on when connected to an AC power source. If the laptop will not run using the battery, you should recharge or replace the battery.

You would not run the battery calibrator if the laptop's CMOS battery fails. If the CMOS battery fails, the laptop would not be able to boot. You would need to replace the CMOS battery.

Front 67

You install a new, high-capacity hard disk as a secondary (slave) hard disk. The computer does not recognize the hard disk's full capacity. The computer is running Windows XP Professional with the most recent service pack.

How can you correct this problem?

A) Upgrade the computer's BIOS.
B) Configure the hard disk as the primary (master) hard disk.
C) Install the most recent hot fixes to the operating system.
D) Install additional RAM.

Back 67

A) Upgrade the computer's BIOS.

EXPLANATION:
You should upgrade the computer's BIOS. The most likely reason that a computer running Windows XP cannot access a hard disk's full capacity is that the BIOS cannot recognize the hard disk's full capacity. The most common fix is to update the BIOS to the most recent version. In some cases, the hard disk manufacturer will provide a BIOS patch for this purpose. If the BIOS is already updated to the current revision, the problem could be that auto-discover is not enabled for the computer. Auto-discover, in some cases, enables the computer to determine the hard drive's configuration automatically. However, if the BIOS is not up-to-date, auto-discover may not correct the problem, so you should first flash the BIOS if an update is available.

You should not install the most recent hot fixes to the operating system as a way to correct this problem. The problem is with the BIOS, not with the operating system.

You should not configure the hard disk as the primary (master) hard disk. The supported capacity is not dependent on whether the hard disk is configured as the primary or secondary hard disk. Either way, the computer will recognize the same hard disk capacity.

You should not install additional random access memory (RAM). Whether or not the computer is able to recognize the hard disk's capacity does not rely on the amount of RAM installed.

Front 68

A customer installs an ink-jet printer on a computer running Windows XP. The printer uses a USB connection to the computer. The printer's self-test prints correctly, but documents sent from any application print unrecognizable garbage.

What is the most likely cause?

A) The ink cartridges are clogged.
B) Windows XP selected the wrong device driver for the printer during installation.
C) The spooler file is too small.
D) The ink cartridges are misaligned.

Back 68

B) Windows XP selected the wrong device driver for the printer during installation.

EXPLANATION:
The most likely cause is that Windows XP selected the wrong device driver during installation. This can sometimes happen when installing a printer if Windows misidentifies the printer. Often, the device driver is close enough to allow Windows to communicate with the printer, but the print job is formatted incorrectly for the printer, so the printer prints only garbage.

Having a spooler file that is too small would not give you the symptoms reported by the customer. The customer would likely see an error generated by Windows when trying to print a document, if this were the problem.

The ink cartridges are not clogged or misaligned. You know this because the self-test printed correctly. If there were a problem with the print cartridges, you would have seen it during the self-test.