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454 Cards in this Set
- Front
- Back
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A technician is creating a batch script that auto-assigns a particular drive share to a drive letterupon login. Which of the following commands can accomplish this? A. NET USE B. PING C. XCOPY D. IPCONFIG |
NET USE |
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An office of 25 computers is interested in employing a file server, network shares, and print serverfunctionality. Which of the following network setups would be BEST suited for this situation? A. Ad-hoc B. Workgroup C. Domain D. Token ring |
Domain |
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Which of the following terms BEST describes the software or hardware used to manage virtualmachines? A. Hypervisor B. Cloud Server Manager C. Supervisor D. Virtual Disk Manager |
Hypervisor |
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A technician is required to change a setting for HKEY_Local_Machine. Which of the followingwould the technician use to change this? A. BCEDIT B. WEP setup C. MSCONFIG D. REGEDIT |
REGEDIT |
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Which of the following Control Panel utilities will allow a technician to change the associated filetype in a Windows XP machine? A. Folder options B. Administrator tools C. Accessibility options D. Regional and language options |
Folder options |
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Which of the following keys, when pressed immediately after the BIOS test, will display WindowsBoot Manager on a Windows 7 PC? A. f2 B. f8 C. esc D. delete |
esc |
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Which of the following Windows 7 versions comes with the LARGEST number of multimediafeatures? A. Enterprise B. Home Premium C. Professional D. Starter |
Home Premium |
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A technician wants to know if a PC has an embedded wireless card. Which of the following toolsshould be used? A. Device Manager B. Component Services C. Services D. System Configuration |
Device Manager |
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A technician notices multiple disk errors in the Event Viewer. Which of the following tools wouldBEST diagnose this issue? A. CHKDSK B. FDISK C. BOOTREC D. DISKPART |
CHKDSK |
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Which of the following BIOS boot methods allows a system to boot from a remote server? A. PXE B. DVD C. USB D. SATA |
PXE |
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Which of the following settings MUST be configured in order to turn on a VoIP phone? A. PoE B. Flow control C. VPN D. Duplex speed |
PoE |
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In which of the following locations would a technician go to show file extensions? A. Security Center B. Folder Options C. Display D. System |
Folder Options |
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A technician needs to build a PC to act as a home virtual server. Which of the following would bethe BEST choice? A. Dual Core CPU, 6GB DDR3 RAM, 320GB of hard drive space B. Dual Core CPU, 8GB DDR RAM, 1TB of hard drive space C. QUAD Core CPU, 6GB DDR3 RAM, 320GB of hard drive space D. QUAD Core CPU, 4GB DDR2 RAM, 1TB of hard drive space |
QUAD Core CPU, 6GB DDR3 RAM, 320GB of hard drive space |
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Windows XP Mode is available in which of the following Microsoft Windows environments? A. Windows Vista Ultimate B. Windows 7 Business Edition C. Windows XP Professional D. Windows Server 2008 R2 |
Windows 7 Business Edition |
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Which of the following are true regarding Windows 32-bit versus Windows 64-bit OperatingSystems? (Select TWO). A. CPUs that can run Windows 32-bit can also run Windows 64-bit. B. Device drivers for Windows 32-bit and Windows 64-bit are the same. C. Not all CPUs are capable of running Windows 64-bit. D. Windows 64-bit can address larger amounts of RAM.E. Windows 64-bit is a more secure OS and less susceptible to viruses. |
Not all CPUs are capable of running Windows 64-bit. & Windows 64-bit can address larger amounts of RAM.E. Windows 64-bit is a more secure OS and less susceptible to viruses. |
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Which of the following statements is true about XP mode in Windows 7? A. Windows XP mode was only available in Windows Vista and it is not available in Windows 7. B. Only the Professional and the Ultimate versions support Windows XP mode. C. All versions of Windows 7 support Windows XP mode when the feature is installed. D. Only the Ultimate version of Windows 7 supports Windows XP mode. |
Only the Professional and the Ultimate versions support Windows XP mode. |
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Which of the following is true about a file when it is copied from an NTFS to a FAT32 partitions? A. The file owner is preserved B. All of the file permissions are lost C. All file permissions must be reassigned D. The file name becomes case insensitive |
All of the file permissions are lost |
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If a customer wants to create a multi-boot PC with different editions of Windows, which of thefollowing is MOST important to consider?
A. Using multiple partitions B. Using multiple hard drives C. Using a single partition D. Using a PXE boot scheme |
Using multiple partitions |
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A technician suspects that a recent virus they removed may have corrupted a necessary systemfile. Which of the following utilities can the technician use to verify the integrity of these criticalfiles? A. msconfig B. sfc C. regsrv32 D. fixmbr |
sfc |
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Which of the following System Tools would be the BEST one to perform a regular archiving ofinformation on a PC?
A. ROBOCOPY B. XCOPY C. Backup D. System Restore |
Backup |
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Which of the following is the correct UNC path to use when mapping a network drive? A. \\share\password B. \\share\server C. \\server\username D. \\server\share |
\\server\share |
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Which of the following can be used to remove a virus from a computer? A. Anti-spyware software B. Anti-malware software C. System Restore D. Event Viewer |
Anti-malware software |
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Which of the following operating systems is capable of fully utilizing more than 4GB of systemRAM? A. Windows Vista Ultimate B. Windows 7 32-bit C. Windows 7 64-bit D. Windows XP Professional |
Windows 7 64-bit |
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A /all switch is MOST likely to be used with which of the following commands?
A. NET B. NBTSTAT C. PING D. IPCONFIG |
IPCONFIG |
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A technician wants to create a customized list of common utilities that are easily accessible in thesame location. Which of the following tools would allow them to build such a list?
A. MSCONFIG B. MMC C. MSTSC D. MSINFO32 |
MMC |
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A technician needs to use a command line tool to determine the network name and the IP addressof a resource. Which of the following command line tools will provide an IP address when given aname? A. verify B. Tracert C. Ipconfig D. Nslookup |
Nslookup |
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A user wants to configure their network to support VoIP. Which of the following would BESTsupport a VoIP installation?
A. QoS B. POTS C. Wake-on-LAN D. VPN |
QoS |
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A user has installed a legacy application in Windows 7 and reports that only some of thefunctionality in it is operational. Another user is using the same application on a different Windows7 machine and doesn’t report those problems. Which of the following features in Windows 7 maybe responsible for this problem? A. System Protection settings B. User Account Control C. Action Center D. Data Execution Prevention |
User Account Control |
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Which of the following file system types is used primarily for optical media? A. FAT32 B. NTFS C. HPFS D. CDFS |
CDFS |
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When moving files from a Microsoft gaming console, which of the following command line utilitiesis recommended to transfer files?
A. IMAP B. XCOPY C. DISKPART D. FDISK |
XCOPY |
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A user’s PC breaks and a technician needs to configure a new machine with a copy of theircomputer image stored on a remote server. Which of the following technologies would help RISinstall this image? A. BRD B. DVD C. USB D. PXE E. CD |
PXE |
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A technician is setting up automatic login to desktop for a non-domain Windows XP system. Whichof the following administrative tools would accomplish this? A. User Accounts B. Network and Sharing Center C. Task Manager D. System Configuration |
User Accounts |
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Which of the following command line tools will terminate a non-system process without restartingthe computer? A. Shutdown B. Kill C. Erase D. Break |
Kill |
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A user, Joe, calls and states every few hours he is unable to connect to the Internet for severalminutes but is able to access internal sites during this time. Which of the following tools would beused to find the issue with the network connection?
A. TRACERT B. NETSTAT C. IPCONFIG D. NSLOOKUP |
TRACERT |
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Which of the following operating systems can be upgraded directly to Windows 7 Professional by adefault installation? (Select TWO). A. Windows 7 Home Premium B. Windows Vista Business C. Windows XP Home D. Windows XP Professional 64-bit E. Windows XP Media Center |
Windows 7 Home Premium & Windows Vista Business |
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Which of the following is an example of client-side virtualization? A. Compatibility mode on a program icon properties menu B. Running a DOS application on a Windows 7 32-bit operating system C. Cloud hosted office applications D. XP mode running in Windows 7 64-bit operating system |
XP mode running in Windows 7 64-bit operating system |
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Joe, a technician, would like to map a network drive when he starts up his computer in themorning. Which of the following commands would he use to accomplish this task?
A. NSLOOKUP B. NETSTAT C. NBTSTAT D. NET |
NET |
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A local administrator would like to determine why a laptop is taking so long to boot into theoperating system. Which of the following tabs in MSCONFIG would the administrator access toBEST determine this? A. Startup B. Tools C. General D. Boot |
Startup |
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A user has plugged in a mobile phone to a PC and received a message that the driver was notsuccessfully installed. Which of the following system tools should be used to troubleshoot this error? A. Device Manager B. Component Services C. Windows Memory Diagnostics D. Data Sources |
Device Manager |
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On a corporate network, which of the following features would be used to redirect network trafficfor filtering or monitoring?
A. Content Advisor B. Proxy Settings C. Network Drive Mapping D. Local Security Policy |
Proxy Settings |
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Which of the following describes when an application is able to reuse Windows login credentials?
A. Access control list B. Principle of least privilege C. Single sign-on D. Pass-through authentication |
Single sign-on |
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A technician recently replaced a user’s monitor and now the user is reporting that the screen isfilled with static and appears distorted. Which of the following will resolve the issue? A. Lower refresh rate B. Lower the resolution C. Raise the resolution D. Increase refresh rate |
Lower refresh rate |
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A user recently installed a new video driver on a PC but now it will not boot. Which of the followingis the BEST option to correct the issue?
A. Automated system recovery B. Emergency repair disks C. FIXBOOT D. Safe mode |
Safe mode |
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Most to Least: Enterprise Home Premium Professional Starter Ultimate |
Ultimate Enterprise Professional Home Premium Starter |
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A user is having trouble connecting to the Internet. Which of the following commands should atechnician use, from the user’s workstation, to ensure that the workstation has a valid IP address? A. NETSTAT B. PING C. IPCONFIG D. TRACERT |
IPCONFIG |
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Which of the following operating systems supports full BitLocker functionality?
A. Windows XP B. Windows 7 Professional C. Windows Vista Home D. Windows 7 Enterprise |
Windows 7 Enterprise |
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When running Windows XP, which of the following would give a list of switches for the CHKDSKcommand?
A. chkdsk ~? B. chkdsk :? C. chkdsk /? D. chkdsk \? |
chkdsk /? |
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Which of the following commands would a technician use to move one directory above or belowthe one the technician is currently in? A. DIR B. RD C. CD D. MD |
CD |
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A virtual machine running locally would be BEST utilized in which of the following situations? A. On a PC with minimal RAM B. Patch testing before rollout C. Thick client configuration D. Gaming workstation configuration |
Patch testing before rollout |
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Which of the following operating systems supports full usage of 8GB DDR3 RAM?
A. Windows 7 Professional x86 B. Windows 7 Home Premium x64 C. Windows XP Professional D. Windows Vista Home Premium x86 |
Windows 7 Home Premium x64 |
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Which of the following commands, in Windows 7, could a technician use to schedule a diskintegrity scan upon next boot? A. CHKDSK B. ROBOCOPY C. SCANDISK D. FDISK |
CHKDSK |
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Which of the following tabs under MSCONFIG would allow a technician to configure all of theapplications that launch at boot?
A. Startup B. Services C. Tools D. Boot |
Startup |
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A technician believes a machine loaded with Windows XP Professional has issues with fileintegrity of the core OS components.Which of the following commands could be used to both check and replace damaged files?
A. SFC /SCANNOW B. CHKDSK /R /F C. FORMAT C: D. DISKPART |
SFC /SCANNOW |
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A technician is tasked with building three systems that are capable of utilizing the new WindowsHomeGroup functionality. Which of the following versions of Windows would need to be used? A. Windows 7 or Windows Vista B. Windows Vista only C. Windows XP Professional x64 Edition D. Windows 7 only |
Windows 7 only |
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Which of the following data transfers will retain the current NTFS permissions of a file? A. Copying the file to a different location on the same volume B. Copying the file to a different location on a different volume C. Moving the file to a different location on a different volume D. Moving the file to a different location on the same volume |
Moving the file to a different location on the same volume |
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A user’s computer keeps producing a “low virtual memory” alert and the speed of the systemdegrades afterwards.Which of the following Control Panel locations can provide information to review and correct thisissue?
A. System > Remote B. System > Hardware C. System > System Restore D. System > Advanced |
System > Advanced |
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A user states their workstation will not reach the login screen. Which of the following commandscan be used to write a new partition boot sector to the system partition in the Recovery Console?
A. FIXMBR B. BOOTCFG C. FIXBOOT D. DISKPART |
FIXBOOT
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A user wants to change the functionality that occurs when the laptop lid is closed. Which of thefollowing Control Panel options is the MOST direct way to adjust this?
A. Display B. Power Options C. Personalization D. Device Management |
Power Options |
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Which of the following Control Panel items will allow for easy streaming of pictures, music, andvideos to other Windows 7 PCs?
A. Ease of Access Center B. AutoPlay C. Sync Center D. HomeGroup |
HomeGroup
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The folder "Documents" is shared. The user can create and delete documents when on the localPC, but can only read documents when accessing them remotely. Which of the following shouldbe adjusted?
A. Read Only Attribute B. Share Permissions C. Firewall Settings D. NTFS Permissions |
Share Permissions |
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Which of the following accounts is MOST restrictive?
A. Administrator B. Standard User C. Guest D. Power User |
Guest |
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A technician needs to format a file system to be compatible with the WIDEST range of operatingsystems. Which of the following file systems should be used?
A. NTFS B. FAT16 C. CDFS D. FAT32 |
FAT32 |
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A consultant is looking to consolidate six company servers onto one physical system. Which of thefollowing requirements is MOST important on the new setup to ensure stable functionality of thevirtual environment? A. Client hardware requirements B. Server software security requirements C. Server hardware resources D. Network resources |
Server hardware resources |
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The shared folder named C$ is an example of which of the following?
A. Local share B. Permission propagation C. Inheritance D. Administrative share |
Administrative share |
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Which of the following can be used as an appropriate boot device? A. USB drive B. HDMI C. OEM recovery media D. FDISK |
USB drive |
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Which of the following is the BEST tool to verify the cable is plugged into the correct port on thepatch panel? A. Cable certifier B. Punch down C. Toner probe D. Cable tester |
Toner probe |
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Which of the following is the BEST tool for a technician to use to make sure the network wires aresecurely fastened in a wall jack?
A. Crimper B. Small flat screwdriver C. Wire strippers D. Punch down |
Punch down |
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Which of the following is the BEST tool for a technician to use to make sure the network cable issecurely fastened in the RJ-45 connector?
A. Cable tester B. Crimper C. Small flat screwdriver D. Punch down |
Crimper |
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Which of the following resources is MOST important for accessing remote virtual environments ona client machine?
A. Network speed B. CPU speed C. High speed memory D. Drive space |
Network speed |
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A user sent an email requesting that a technician check if a computer is on and connected to theInternet so the user can login from home. Which of the following commands in the commandprompt would a technician use to verify if the computer is on and connected without having to goto the computer?
A. NSLOOKUP B. NETSTAT C. PING D. IPCONFIG |
PING |
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If a computer does not have an optical drive, which of the following is the MOST efficient methodto install an operating system?
A. Emergency Restore CD B. Floppy disk C. USB flash drive D. Bluetooth connection |
USB flash drive |
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Which of the following is the MAXIMUM number of primary partitions that can be created on a harddrive with FAT32? A. 2 B. 4 C. 6 D. 8 |
4 |
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A technician needs to decrease the time it takes to install an operating system on 100 computers.Which of the following installations would the technician use to reduce hands-on time spent oneach computer? A. Upgrade installation B. USB installation C. Unattended installation D. Clean installation |
Unattended installation |
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Which of the following should be regularly scheduled to fix hard drive errors? A. Defragmentation B. Check Disk C. System Restore D. Antivirus Scan |
Check Disk |
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A technician is trying to request a new IP address to a customer’s computer through the commandprompt. Which of the following commands should the technician use?
A. ipconfig /flushdns B. ipconfig /renew C. ipconfig /all D. ipconfig /release |
ipconfig /renew |
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A customer is not able to connect to any websites. Which of the following commands should atechnician run FIRST to identify the issue? A. NETSTAT B. NET SHOW C. IPCONFIG D. TRACERT |
IPCONFIG |
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A technician wants to know the MAC address of a computer. Which of the following commandswould the technician use? A. IPCONFIG B. NSLOOKUP C. NETSTAT D. PING |
IPCONFIG |
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A technician would like to dispose of a hard drive that is no longer needed. According to companypolicy, all contents on the disk should be deleted before disposal. Which of the following OScommand line tools should be used?
A. CHKDSK B. DEL C. SCANDSK D. FORMAT |
FORMAT
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A computer starts to boot then quickly shuts down. Which of the following should the technicianuse to troubleshoot this issue?
A. Toner probe B. Power supply tester C. Loopback plugs D. Events logs |
Power supply tester |
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A PC is running slower than usual. Which of the following tools would BEST diagnose the possiblebottleneck? A. CHKDSK B. Device Manager C. Task Scheduler D. Task Manager |
Task Manager |
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Which of the following switches should a technician use with the PING command to resolve an IPaddress to a hostname?
A. -a B. -f C. -n D. -t |
-a |
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Which of the following commands is used to map a network drive?
A. NBTSTAT B. NET USE C. NETMAP D. NETSTAT |
NET USE |
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Which of the following BEST describes a method for installing an operating system across thenetwork?
A. USB 3.0 B. IEEE 1394 C. PXE D. NTFS |
PXE |
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Which of the following would be the BEST format for optical media?
A. FAT32 B. EXT3 C. CDFS D. NTFS |
CDFS |
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In which of the following operating systems does Windows XP mode come as a free download tobe used for application compatibility? A. Windows 7 Starter B. Windows 7 Professional C. Windows Vista Business D. Windows 7 Home Premium |
Windows 7 Professional |
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The Aero feature is found in which of the following operating systems? (Select TWO). A. Windows 7 Home Premium B. Windows 7 Starter C. Windows Vista Enterprise D. Windows XP Media Center E. Windows XP 64-bit Professional |
Windows 7 Home Premium & Windows Vista Enterprise |
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An audio visual company has decided that they want to migrate from Windows XP ProfessionalSP2. The company has a domain network. A technician is tasked with selecting an operatingsystem. Which of the following should the technician select? A. Windows 7 Home Premium B. Windows Vista Home Premium C. Windows 7 Professional D. Windows XP Media Center |
Windows 7 Professional |
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A bank is upgrading some clerical users’ PCs. Which of the following would be the MOSTappropriate method for erasing the data on the old PCs? A. Drive degauss B. Standard format C. Change the jumpers on the hard drive D. Quick format |
Drive degauss |
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Which of the following commands may need to be run after a virus removal if the computer will notboot? A. SCANDSK B. DXDIAG C. FIXMBR D. MSCONFIG |
FIXMBR |
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A technician would like to map a network drive. Which of the following indicates the correct path for mapping a network drive? A. \\share\servername B. \\username\servername C. \\password\share D. \\servername\share |
\\servername\share |
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Which of the following is the MINIMUM account required to install most programs on WindowsXP?stand A. Power user B. Administrator C. Standard user D. Guest |
Power user |
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When configuring user accounts, which of the following should a technician perform?
A. Make all users local administrators B. Assign the minimum required access to the users C. Make all users standard users D. Assign the maximum required access to the users |
Assign the minimum required access to the users
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A technician needs to rebuild a computer that had a virus. Which of the following data destructionmethods should be used to ensure the virus has been successfully erased before reinstalling theoperating system, programs, and all user data?
A. Standard format B. Low level format C. Shredder D. Degaussing tool |
Standard format |
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A user states when they press certain letters on their laptop’s keyboard, a number is displayed onthe screen. Which of the following can the technician perform to resolve this issue? A. Change the character mapping B. Turn off number lock C. Replace the keyboard D. Update the keyboard drivers |
Turn off number lock
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A user has too many applications starting when they log into windows. From the command line,which of the following tools is the FASTEST option to prevent these applications from running onstartup?
A. MSCONFIG B. SERVICES.MSC C. REGEDIT D. MSINFO32 |
MSCONFIG
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From which of the following tools can a technician locate the PID of an application? A. Local Security Policy B. MSCONFIG C. Computer Management D. Task Manager |
Task Manager |
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Which of the following file system types is used for optical media?
A. FAT32 B. FAT C. CDFS D. NTFS |
CDFS |
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Which of the following supports IP telephony devices without requiring external power? A. VPN B. PoE C. QoS D. WEP |
PoE |
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A customer is concerned about a computer that repeatedly beeps when attempting to power on.Which of the following is MOST likely the cause? A. Network cable is unplugged B. USB 2.0 is plugged into USB 1.1 port C. RAM not seated properly D. Optical media was left in the drive |
RAM not seated properly |
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A customer wants to use VoIP phones without having to plug them into an electrical outlet. Whichof the following switch features would a technician recommend? A. QoS B. Gigabit C. PoE D. Wake-on-LAN |
PoE |
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A customer reports that after a technician cleaned up a rogue antivirus program, the customercannot browse the web. Which of the following should the technician check to resolve thesituation?
A. Browsing history B. Firewall settings C. User privileges D. Proxy settings |
Proxy settings |
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A technician has 50 identical computers that need to be upgraded to the Windows 7 OS, and arecapable of booting from the network. They are running a Gigabit network with a Windowsdeployment server. Which of the following will be the BEST to use in this scenario? A. UEFI B. Windows 7 DVD C. PXE D. USB flash |
PXE |
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A technician receives an error every time a workstation boots up. The technician needs to find outwhat process is responsible for the error. Which of the following utilities would be used FIRST?
A. System Control Panel B. Task Manager C. Event Viewer D. MSCONFIG |
Event Viewer |
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A technician is working on a workstation that is receiving read/write failures when trying to accessa particular file. Which of the following commands should the technician use to resolve this issue? A. DISKPART B. FORMAT C. CHKDSK D. FDISK |
CHKDSK |
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A technician is tasked with changing the account lockout threshold to 30 minutes in Windows 7.Which of the following should the technician use to accomplish this task? A. User Access Control B. Windows Security Center C. Local Security Policy D. Users and Groups |
Local Security Policy
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A technician is creating an image that will be used to deploy Windows 7 to 100 PCs. Which of thefollowing tools should be used to accomplish this? A. SYSPREP B. Windows 7 Advisor C. CHKDSK D. DISKPART |
SYSPREP
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A technician needs to create a new folder from the command line on the root of the C. drive.Which of the following is the correct command to use? A. CD B. MD C. PUSHD D. RD |
MD |
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Which of the following options is MOST likely active on a network of three workstations, runningWindows 7 Home Edition x64, to enable File and Print sharing? A. HomeGroup B. Active Directory C. WorkGroup D. Domain Setup |
HomeGroup |
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A technician is reconfiguring an email account for off-line mode. Which of the following willdescribe the expected time of account synchronization with the email server? A. It will depend on the SMTP settings of the email server. B. It will depend on the time when the account was last synchronized. C. It will depend on the POP settings of the email server. D. There is no off-line mode for email. |
It will depend on the time when the account was last synchronized. |
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An entry level network analyst calls and is not sure which Windows OS features to use to checkfor users who are currently logged on. Which of the following features would BEST assist thisanalyst?
A. Task Manager B. MSCONFIG C. Disk Management D. Administrative Tools |
Task Manager |
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Which of the following Control Panel utilities would be BEST to use to remove a Windows 7application? A. Folder Options B. Add/Remove Programs C. Programs and Features D. Administrator Tools |
Programs and Features |
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Which of the following components would a user MOST need when building a virtual server? (Select TWO). A. Networking speed B. High-end sound card C. RAM D. High-end video card E. HDMI F. CPU |
RAM & CPU |
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Which of the following commands would a technician use to map a network share? A. NET B. NSLOOKUP C. IPCONFIG D. COPY |
NET |
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A technician needs to use Remote Desktop Connection in order to get access to a remoteWindows workstation. However, the Programs menu has been hidden and they only have accessto the Run command utility or a command-line prompt. Which of the following is the utility that thetechnician should use to access Remote Desktop Connection?
A. MSINFO32 B. SERVICES.MSC C. MSCONFIG D. MSTSC |
MSTSC |
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A user on a domain network cannot install software that they need. Which of the following usergroups is this user MOST likely associated with? A. Standard user B. Guest user C. Power user D. Administrator |
Standard user |
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Which of the following paths would a technician use to map a network drive? A. //servername\usershare B. \\servername\usershare C. \\servername/usershare D. //servername/usershare |
\\servername\usershare |
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A user is operating a virtual machine (VM) and discovers it has been infected with malware. Whichof the following applies?
A. The host computer will automatically delete the VM. B. The VM can be shut down with no harm to the host PC. C. The host computer will quarantine the VM automatically. D. The VM will crash and cause irreparable damage to the host PC. |
The VM can be shut down with no harm to the host PC. |
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Which of the following ports MUST be open in order for Remote Desktop to function?
A. 53 B. 80 C. 3389 D. 5900 |
3389 |
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Which of the following is an advantage of a virtual machine hosted on a PC? A. Reduces the training required for employees. B. Reduces the amount of physical hardware required. C. Reduces the amount of CPU required on the host PC. D. Reduces the amount of RAM required on the host PC. |
Reduces the amount of physical hardware required. |
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When scheduling a backup for preventative maintenance, which of the following would ensure alldata was captured?
A. Differential B. Full C. Incremental D. Daily |
Full |
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Which of the following commands can be used in Windows XP to modify when the CHKDSKcommand runs?
A. CONVERT B. IPCONFIG C. CHKNTFS D. SCANDSK |
CHKNTFS |
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A user would like to run a copy of Windows XP for testing; however, the user is currently using aWindows 7 PC. Which of the following technologies should a technician recommend in order forthe user to have access to both systems simultaneously?
A. Purchase a second PC B. KVM switch C. Dual boot D. Virtualization |
Virtualization |
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Windows Virtual PC is designed to:
A. Allow a user to run older programs in a Windows XP environment. B. Allow a user to share a printer to any user on the Internet. C. Give the user the ability to run multiple operating systems on a tablet. D. Give the user the ability to run 64-bit applications in virtual mode. |
Allow a user to run older programs in a Windows XP environment. |
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Which of the following allows a user to enable XP mode? A. Windows Vista Home Premium B. Windows 7 Professional C. Windows 7 Home Premium D. Windows Vista Ultimate |
Windows 7 Professional |
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A PC has sensitive data that must be destroyed, before the PC is redeployed. A technician hasbeen tasked with completely wiping the PC hard drive. Which of the following methods is BEST forthe technician to use? A. Quick format B. FDISK C. Low level format D. Standard format |
Low level format |
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An attack that creates a website that looks like another website, with the purpose of learningsomeone’s account information is called which of the following?
A. Virus B. Shoulder surfing C. Trojan D. Phishing |
Phishing |
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Which of the following helps to prevent virus infections from USB flash drives?
A. Strong passwords B. Password protected screen savers C. Disabling the guest account D. Disabling the autorun feature |
Disabling the autorun feature |
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Which of the following security threats are MOST often delivered via email? (Select TWO).
A. Rootkits B. Phishing C. Shoulder surfing D. Social engineering E. Spam |
Phishing & Spam |
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A user is advised by the software vendor that the user must have elevated privileges in order torun a program. The user should do which of the following to BEST accomplish this?
A. Run in Windows XP compatibility mode B. Run the program in a virtual PC environment C. Log out of the system and login under another user’s name D. Right click select “run as” and select administrator |
Right click select “run as” and select administrator |
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A company wants to prevent non-authorized users from entering into a secure building. Which ofthe following will BEST mitigate this activity? A. Train users on tailgating B. Implement an escort policy C. Install mantraps D. Require all users to have badges |
Install mantraps |
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An employee at a company lost their mobile device that contains proprietary information. Which of the following methods is the BEST to be implemented to prevent unauthorized usersfrom obtaining this information? A. Lock screen pattern B. Cancel mobile service C. Remote wipe D. Six character password |
Remote wipe |
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Which of the following would be the QUICKEST means of removing data from a hard drive, whenthere is no consideration regarding the total destruction of the data?
A. Standard format B. Low level format C. Overwrite program D. Drive wipe |
Standard format
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Which of the following is MOST effective in preventing security breaches on a network? (SelectTHREE).
A. Bandwidth throttling B. Eliminate password history C. Enable QoS D. Antivirus software E. User education F. Enforced login/logoff hours |
Antivirus software & User education & Enforced login/logoff hours |
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Which of the following areas of a file system should a standard user have restricted permissions toin order to promote a security best practice? (Select TWO). A. Temporary Internet Files B. My Document Files C. Windows System Files D. Network Files E. Program Files |
Windows System Files & Program Files |
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A technician wants to ensure that only authorized administrators can make configuration changesto the company’s wireless router. Which of the following MUST the technician change to preventunauthorized users from modifying the access point configuration? A. MAC address filters B. Manufacturer password C. Default SSID D. Configure encryption |
Manufacturer password |
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Which of the following utilities would a technician use on a Windows Vista or Windows 7 machineto configure what applications are allowed to send/receive data over the LAN connection?
A. Users and Groups B. Windows Firewall C. Registry Editor D. Task Scheduler |
Windows Firewall |
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A customer needs to setup their laptop for use with a proxy server to browse the web at work.Which of the following areas would a technician need to visit to configure this on a Windows 7system? A. System Protection B. Security Center C. Windows Firewall D. Internet Options |
Internet Options |
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Which of the following security threats is defined by its self propagating characteristic?
A. Virus B. Rootkit C. Trojan D. Worm |
Worm |
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Which of the following should a technician implement to prevent external contractors fromphysically plugging devices into the company’s network jacks unless such jacks are designated forguest use? A. Disable DHCP and assign a static IP address to each network device physically connected tothe network. B. Enable MAC address filtering across all network jacks and record the MAC address of guestdevices. C. Disable all switch ports when they are not utilized and enable them on an as needed basis. D. Place guest network jacks in public areas and all other jacks in secure areas as needed. |
Disable all switch ports when they are not utilized and enable them on an as needed basis. |
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Which of the following should a technician implement to prevent external contractors fromphysically plugging devices into the company’s network jacks unless such jacks are designated forguest use?A. Disable DHCP and assign a static IP address to each network device physically connected tothe network. B. Enable MAC address filtering across all network jacks and record the MAC address of guestdevices. C. Disable all switch ports when they are not utilized and enable them on an as needed basis. D. Place guest network jacks in public areas and all other jacks in secure areas as needed. |
Disable all switch ports when they are not utilized and enable them on an as needed basis. |
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A small business owner is setting up their wireless network in their office, which is in a buildingshared with several other businesses. The owner does not want to disable the SSID broadcastingdue to visiting customers needing to use the network, but does not want other businesses tonotice the network, let alone access it. Which of the following would BEST accomplish this? A. Configure the access point encryption from unsecured access to WEP. B. Adjust the radio power so that coverage is restricted to the business. C. Change the SSID to reflect the business name instead of a public access point. D. Enable MAC filtering and restrict access to other company’s devices. |
Adjust the radio power so that coverage is restricted to the business. |
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An administrator is concerned about users accessing network shares outside of their job role.Which of the following would BEST prevent this?
A. Set up shares with permissions based upon group membership. B. Implement a written policy addressing the issue for all users. C. Monitor access to the network shares using SNMP. D. Prevent remote logins to all network shares and drives. |
Set up shares with permissions based upon group membership. |
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A company is looking to donate a collection of old PCs that are no longer needed. Which of thefollowing data destruction methods would be MOST secure for highly sensitive information?
A. Simple 1-pass zero overwrite B. Low level 3-pass random wipe C. Low level 7-pass random wipe D. High level format 10 times |
Low level 7-pass random wipe |
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A user receives an unsolicited call from a technician claiming to be from a Microsoft certifiedpartner. The technician tricks the user into allowing them access to their PC because of malwarealerts that were being broadcasted. Which of the following attacks is this user a victim of?
A. Shoulder surfing B. Phishing attack C. Social engineering D. Malware infection |
Social engineering |
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Which of the following identifies traffic based upon its physical network address?
A. Phishing B. Hashing C. MAC filtering D. Geotracking |
MAC filtering |
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A technician must secure company documents from accidental disclosure. Which of the followingshould be implemented? (Select TWO).
A. User training B. Anti-malware C. Paper shredding D. Time of day restrictions E. Employee badges F. Mantraps |
User training & Paper shredding |
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Which of the following is TRUE about the difference between a worm and a virus? A. Worms are written in assembly while viruses are written with scripting languages. B. Viruses hide in the boot record while worms hide within the file system. C. Worms self propagate while viruses need human intervention to replicate. D. Viruses disable the antivirus update service while worms kill the antivirus process. |
Worms self propagate while viruses need human intervention to replicate. |
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A technician is tasked with improving the security of a SOHO network. The office is comprised of asingle wireless router located under the front desk where the office manager sits. All desktopcomputers are wired into the router which is configured with strong device credentials.Additionally, wireless is disabled on the router. Which of the following should the technicianperform NEXT to improve the security of the SOHO network? A. Disable the router’s remote management feature. B. Enable WPA2 wireless encryption. C. Change the router’s default admin name and password. D. Place the router in a locked room. |
Place the router in a locked room. |
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After several passes with a malware removal program, the program keeps detecting the samemalware infection after a reboot. Which of the following should be done to attempt to remove theoffending malware? A. Run the malware removal program while disconnected from the Internet B. Run the malware removal program in Windows Safe Mode C. Reinstall the malware removal program from a trusted source D. Set the malware removal program to run each time the computer is rebooted |
Run the malware removal program in Windows Safe Mode |
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A technician is trying to prevent a local application from reaching the web due to securityconcerns. Which of the following solutions could BEST prevent the application from reaching theweb? (Select TWO). A. Configure the workstation for a static IP B. Disable all wireless network connections C. Remove shortcuts to the application D. Block the application in Windows FirewallE. Change network location to Work F. Reroute the web address in HOSTS file |
Block the application in Windows Firewal & Reroute the web address in HOSTS file |
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For the last year, a company has gathered statistics on the most common security incidents.The highest percentage deals with opening email attachments that contain malware. Which of thefollowing would mitigate this issue without reducing productivity? A. Annual cyber security education B. Update antivirus signatures more often C. Block all email attachments D. Install an IPS on each workstation |
Annual cyber security education |
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A company wants to ensure that the latest cyber security threats are known to the employeesacross the enterprise to minimize occurrences. Which of the following should be implemented? A. Message of the Day B. Email lists C. Company forums D. Regular user education |
Regular user education
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A technician is implementing a SOHO wireless network for Company A that shares a floor withCompany B. Which of the following would BEST secure the wireless network so that onlyCompany A employees are allowed access?
A. Turning down the radio power level B. Enabling MAC filtering C. Setting a high encryption level D. Disabling the SSID broadcast |
Enabling MAC filtering |
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A technician enabled remote management on the small office WAP to manage this device fromanother location. Users are reporting that the WAP has changed its SSID without anyone’sknowledge. Which of the following would prevent this from occurring? A. Change to user MAC filtering B. Change default usernames and passwords C. Disable the SSID from broadcasting D. Enable static IP addresses |
Change default usernames and passwords |
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A technician has configured the ability to connect to a small office server using remote desktopfrom a workstation within the office. The technician has reviewed logs that show constant bruteforce attacks to that server from outside the network. Which of the following would prevent thisfrom occurring? A. Configure the server to use a static IP B. Logically move the server to the DMZ C. Reallocate the server to a different networking closet D. Disable the remote desktop port |
Disable the remote desktop port |
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In order to prevent other users from editing files in ‘C:\ Files’, which of the following steps shouldbe taken? A. Set NTFS permissions to read only B. Set the folder to index files for search C. Set the local administrator as the owner of the folder D. Set network share permissions to read only |
Set NTFS permissions to read only |
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Which of the following security threats requires the attacker to be physically located near the targetmachine? A. Shoulder surfing B. Social engineering C. Phishing D. Rootkit |
Shoulder surfing |
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An unauthorized user observing system security procedures is known as: A. A worm. B. Shoulder surfing. C. Phishing. D. Spyware. |
Shoulder surfing. |
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Privacy filters applied to users computer screens are used to combat which of the followingsecurity risks? A. Rootkits B. Spear phishing C. Shoulder surfing D. Social Engineering |
Shoulder surfing |
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Which of the following is solely designed to avoid detection by an antivirus program by using theunderlying operating system to its advantage? A. Rootkit B. Virus C. Trojan D. Worm |
Rootkit |
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Which of the following passwords is the MOST secure according to industry best practices? A. VeryStrongPassword B. SimpleAnswer1234 C. E@sy2Remember D. thisisthecorrectanswer1 |
E@sy2Remember |
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Which of the following security best practices would prevent a program on a CD from immediatelylaunching when inserted into a computer? A. MSCONFIG >Startup Tab B. Disable the Guest account C. Rename the Administrator account D. Disable autorun E. Restrict user permissions |
Disable autorun |
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Which of the following security threats involve shoulder surfing and phone phishing? A. Man-in-the-Middle B. Social engineering C. Trojan virus D. Spyware |
Social engineering |
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Which of the following security threats does NOT use software to extract sensitive information orcredentials? A. Grayware B. Shoulder surfing C. Malware D. Man-in-the-Middle exploits |
Shoulder surfing |
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Which of the following features helps to prevent shoulder surfing? A. Native resolution B. Auto adjust C. Degaussing D. Privacy screen |
Privacy screen |
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Which of the following security controls would be an example of the least privilege principle on ahome PC? A. Install antispyware on the PC. B. Create a standard user account for kids. C. Store all financial data in a separate folder. D. Disable the firewall for online gaming. |
Create a standard user account for kids. |
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A user regularly has to walk away from their computer and is worried someone may access theirworkstation. Which of the following would BEST prevent this? A. Lock the workstation B. Shutdown the computer C. Logon using the unprivileged guest account D. Set the screensaver password |
Lock the workstation |
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For any given 802.11n wireless Internet signal, which of the following is needed to establish aconnection? A. MAC address filtering B. Windows password C. Proper SSID D. SSL certificate |
Proper SSID |
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A company is experiencing issues with third parties tailgating authorized users during entry tosecure server rooms. Which of the following would BEST alleviate this problem? A. Retinal scanners B. Mantraps C. Door locks D. Smart card badges |
Mantraps |
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Which of the following security concepts establishes the notion that a user should only be givensufficient access to the resources they need to perform their job function? A. Deny all B. Allow all C. Most privilege D. Least privilege |
Least privilege |
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A user reports that every time they use a search engine and click on a link to go to a website, theyinstead are taken to a site blocked by their company’s content filter. The user is not trying to go tothe blocked site and needs to be able to successfully use the search engine to complete theirassignment. Which of the following tools would a technician use to BEST resolve this issue? A. Anti-malware software B. Factory pre-installation C. System restore D. Recovery console |
Anti-malware software |
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After being infected with a virus, a user’s computer does not recognize the user as having localadministrator rights to the computer. After troubleshooting the issue, a technician determines thecomputer needs to be rebuilt and data needs to be restored from the user’s backup. Which of thefollowing tools would BEST reset the computer to how it worked when first purchased? A. Recovery Console B. Factory restore CD C. Anti-malware software D. System Restore |
Factory restore CD |
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Which of the following is BEST used to prevent other people from viewing a user’s computerscreen? A. Anti-virus software B. Key fob C. Biometric device D. Privacy filter |
Privacy filter |
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A pest exterminator tries to gain access to a company’s computer lab, but the receptionist doesnot see an extermination scheduled on the calendar and denies the exterminator access to thelab. Which of the following security threats almost occurred?
A. War driving B. Social engineering C. Shoulder surfing D. Phishing |
Social engineering |
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A computer program that functions normally while quietly installing malicious software on amachine is known as a:
A. DDoS attack. B. Worm. C. Phishing attack. D. Trojan. |
Trojan. |
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Which of the following security threats is BEST mitigated through proper user training? A. A Worm B. Rootkits C. Social Engineering D. Browser Adware |
Social Engineering |
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The practice of following an authorized person through an entrance without using a badge todefeat security is called: A. tailgating B. spamming C. shredding D. phishing |
tailgating |
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Turnstiles and other mantraps will prevent which of the following security threats? A. Shoulder surfing B. Tailgating C. Rootkits D. Viruses |
Tailgating |
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Which of the following encryption standards is found on older wireless devices and providesminimal security? A. WPA B. WPA2 C. WEP D. AES |
WEP |
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Phishing is: A. An infection that causes a web browser to go to a different site than the one intended from asearch result page. B. A technique used to obtain financial information from a user mimicking a legitimate website. C. An infection that causes a computer to behave erratically by playing music and launchingbrowser windows. D. A technique used to obtain financial information from a user by compiling information fromsocial networks and their friends. |
A technique used to obtain financial information from a user mimicking a legitimate website. |
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A technician is configuring a PC that will have confidential information stored on it. To ensure thatonly authorized users can access this PC, which of the following should the technician do? (SelectTWO). A. Disable the guest account B. Install antivirus applications C. Disable DHCP D. Change the SSID E. Change the default username |
Disable the guest account & Change the default username |
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A company recently had a security breach and is now required to increase the security on theirworkstations. A technician has been tasked to harden all the workstations on the network. Whichof the following should the technician do? A. Enable Windows automatic updates B. Enable screensaver required passwords C. Enable MAC filtering D. Enable wireless encryption |
Enable screensaver required passwords |
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A user receives a phone call from a person claiming to be from technical support. This personknows the user’s name and that the user has Windows installed on their computer. The techniciandirects the user to open Event Viewer and look at some event log entries to demonstrate theeffects of a virus on the computer. The technician also asks the user for their user ID andpassword so that they can clean the computer. This is an example of which of the following security threats? A. Social engineering B. Phishing C. Malware D. Virus |
Social engineering
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A user has just purchased a wireless router for their home. Which of the following should be doneto BEST secure the router from unauthorized access? (Select TWO). A. Change router default logins B. Change the security settings on their computer C. Set encryption on the router D. Update router firmware E. Change the encryption on the computer’s wireless adapter |
Change router default logins & Set encryption on the router |
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A user is experiencing slow performance with their computer. A technician suspects the computerhas a virus and runs antivirus software. A virus is found and removed, but the performance issueis not resolved. Which of the following should the technician perform NEXT? A. Document findings, actions, and outcomes B. Establish a plan of action to resolve the problem C. Re-establish a new theory or escalate |
Re-establish a new theory or escalate |
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The benefit of MAC filtering in wireless networking is that the network: A. is encrypted. B. is not visible. C. uses static IP addresses. D. is more secure. |
is more secure. |
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When securing a new wireless router, which of the following should be changed FIRST? A. Default SSID B. Radio power levels C. Default password D. DHCP settings |
Default password |
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A client has a computer that is infected with several viruses and spyware. Which of the followingshould the technician perform FIRST before spyware removal? A. Run Windows Update B. Disable system restore C. Run the chkdsk /r command D. Disable network cards |
Disable system restore |
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A technician is trying to setup a non-domain user account on a workstation, but receives thefollowing error message “Password does not meet the complexity requirements.” Which of thefollowing utilities should the technician use to identify the criteria? A. Local Security Policy B. Users and Groups C. Performance Monitor D. MSCONFIG |
Local Security Policy |
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In a SOHO wireless network, which of the following prevents unauthorized users from accessingconfidential data? A. Reduce broadcast power B. Change SSID name C. Set encryption D. Enable MAC filtering |
Set encryption |
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A technician recently setup a new wired network and wants to ensure only their computers canuse it. Which of the following is the MOST secure way to accomplish this? A. Make sure the computers are using strong passwords. B. Enable an intrusion detection system. C. Assign the computers static IP addresses. D. Disable the extra ports on the router. |
Disable the extra ports on the router. |
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Which of the following security measures is usually found in a laptop? A. Biometrics B. Bollard C. Hypervisor D. Key fobs |
Biometrics |
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Which of the following can be achieved with Group Policy to help with workstation securitymeasures? A. BitLocker password B. Complexity requirements C. BIOS password D. Wake on LAN |
Complexity requirements |
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Which of the following can enable a technician to remove a virus that prevents users fromupdating their antivirus software?
A. Recovery console B. REGEDIT C. Safe mode D. MSCONFIG |
Safe mode |
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A technician has installed the hardware for a SOHO wired network. Which of the following is theFIRST step to securing the network? A. Enable MAC filtering B. Change default usernames and passwords C. Disable unused ports D. Assign static IP addresses |
Change default usernames and passwords |
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Which of the following is a security threat that uses email to trick users? A. Phishing B. Virus C. Spyware D. Shoulder surfing |
Phishing |
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Which of the following user accounts should be disabled to adhere to security best practices? A. Standard user B. Guest C. Administrator D. Power user |
Guest |
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Which of the following user accounts should be renamed to adhere to security best practices? A. Power user B. Guest C. Standard user D. Administrator |
Administrator |
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Which of the following security threats do shredders help prevent? A. Dumpster diving B. Malware C. Phishing D. Worms |
Dumpster diving |
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A user has setup a SOHO and needs to implement a network configuration that allows for sharingof devices and files across the network without the complexity of a centralized server. Which of thefollowing would be MOST appropriate? A. PAN B. WorkGroup C. Domain D. WAN |
WorkGroup |
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Browser redirection is caused by which of the following types of viruses? A. Hijack B. Trojan C. Worm D. Keylogger |
Hijack |
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A user has a perimeter firewall and up-to-date antivirus software. The user is asking what elsethey can do to improve their security. Which of the following will have the MOST impact onnetwork security? (Select TWO). A. Install additional antivirus software B. Disable screen savers C. Conduct a daily security audit D. Assign security rights based on job roles E. Use strong passwords |
Assign security rights based on job roles & Use strong passwords |
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An Internet browser’s cookie could be classified as which of the following? A. Rootkit B. Phishing C. Malware D. Spyware |
Spyware |
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A technician needs to change the minimum password length to 8 characters to make it moresecure. Which of the following system settings should the technician configure? A. Windows Firewall B. Windows Security Center C. Local Security Policy D. System Configuration |
Local Security Policy |
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A technician would like to limit computer access to certain users. Which of the following should beconfigured? A. Advanced security B. Boot.ini file C. System configuration D. Local security policy |
Local security policy |
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Which of the following common security threats could be occurring when a user calls and requestshis co-worker’s password? A. Shoulder surfing B. Spyware C. Phishing D. Social engineering |
Social engineering |
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When securing a small office home office (SOHO) that has empty cubicles with unused networkports, which of the following can be used to secure ONLY the unused ports? A. Use DHCP addressing on the network. B. Disable the ports on the router or switch. C. Power down the router when it is not being used. D. Disable DNS on the network. |
Disable the ports on the router or switch. |
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Which of the following should a technician do LAST after cleaning up a virus infection? A. Enable system restore and create restore point B. Update antivirus software C. Schedule scans and updates D. Educate the end user |
Educate the end user |
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A user does not want their kids to be able to install software on their home desktop. Which of thefollowing types of accounts should the user set up in Windows 7? A. Standard B. Remote Desktop Users C. Administrator D. Power User |
Standard |
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Which of the following are examples of physical security? (Select TWO). A. Badges B. Anti-virus C. Encryption D. Firewalls E. Locked doors |
Badges & Locked doors |
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Which of the following scenarios BEST defines phishing? A. A user receives an email from a friend to download a picture but the file format ends in .exe. B. A user receives a pop-up message about a virus from a company that states that if they buythis product it will remove the virus. C. A user receives a message about unwanted activity from their antivirus asking to remove thesuspect file. D. A user receives an email from a person in another country with a story as to why they needhelp with a financial arrangement. |
A user receives an email from a person in another country with a story as to why they needhelp with a financial arrangement.
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Which of the following would be the BEST way to combat social engineering? A. User education B. Deny social networks through the firewall C. Badges D. Strong password usage |
User education |
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Which of the following is considered a method of physical security? A. Strong passwords B. Cipher locked doors C. NTFS D. Firewall |
Cipher locked doors |
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A user wants to quickly install the most recent security patch released. Which of the followingoptions can be selected from the Windows Update website? A. Custom settings B. Advanced settings C. Automatic settings D. Express settings |
Express settings
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Which of the following has the HIGHEST level rights? A. Standard User B. Power User C. Guest User D. Remote Desktop User |
Power User
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Which of the following allows a user to reset their password with a series of security questions thatonly the user should know? A. Permission propagation B. Administration C. Verification D. Authentication |
Authentication |
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A user gets a warning from their ISP about illegally downloading copyrighted movies. The userinsists that they did not download any movies and calls a technician to implement stronger smalloffice home office (SOHO) security. Which of the following will allow only known workstations toconnect to the SOHO router? A. WPA password B. Static IPs C. MAC filtering D. WEP password |
MAC filtering |
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A technician is installing a webcam in a nursery for a user to monitor their baby. The user wants toensure that the webcam is not broadcasting externally. Which of the following would the technicianimplement on the SOHO router to prevent the broadcast? A. Enable MAC filtering B. Enable static IPs C. Block the outbound port D. Change the default SSID |
Block the outbound port |
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A user installed a new SOHO router and new wireless NICs to increase their transmission speedfrom 802.11b to 802.11g with the manufacturer's default settings. The user lives in an apartmentbuilding and is still experiencing slowness to the Internet after the installations. Which of thefollowing is the MOST secure option that a technician could implement to resolve this issue? A. Hide the SSID B. Assign static IP addresses C. Enable MAC filtering D. Disable the WAN port |
Enable MAC filtering |
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A user wants to prevent access to specific websites to prevent their children from accidentlyaccessing them. Which of the following can be implemented? A. A switch B. Antivirus software C. Antispyware software D. A firewall |
A firewall |
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Which of the following is the MOST secure method, short of physical destruction, that would beused to ensure that data on a hard drive cannot be recovered? A. Use a degaussing tool B. Format the drive C. Use an overwrite program D. Repartition the drive |
Use an overwrite program |
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IT suspects that other people are frequently making changes to a computer when a user leavestheir desk. Which of the following security policies can be implemented in order to prevent thissituation? A. Auto-lock B. Password complexity C. Change the default username D. Disable the guest account |
Auto-lock
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A client has asked a technician about drive sanitation and wants to know what the difference isbetween overwriting a drive and formatting a drive. Which of the following would be the BESTresponse from the technician? A. “Overwriting writes 1s and 0s to a hard drive replacing the data, while formatting only clears thereference to the data and only overwrites as space is used.” B. “Nothing is different. They both destroy the data so no one can recover it.” C. “Overwriting writes 1s and 0s to the drive replacing only the user’s data but not the OS data,while formatting destroys the hard drive.” D. “Overwriting replaces all the data with a single file that fills the hard drive destroying the data,while formatting erases all the data.” |
“Overwriting writes 1s and 0s to a hard drive replacing the data, while formatting only clears thereference to the data and only overwrites as space is used.”
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Which of the following BEST describes the security term known as tailgating? A. Propping open a secure entrance to gain later access B. Following behind someone when entering a secure area C. Removing files from a site using a hidden USB drive D. Using someone else’s logged in computer to access files |
Following behind someone when entering a secure area |
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A user is reporting that they are clicking on search results and being redirected to the wrong sites.Which of the following should a technician check FIRST? A. Temporary Internet Files B. Proxy Settings C. Cookies D. Windows Firewall |
Proxy Settings
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When setting up a new wireless router, which of the following actions should the technician takeFIRST in order to secure the network? (Select TWO).
A. Disable unused ports B. Change the SSID C. Position the antennas to prevent outside access D. Enable MAC filtering E. Change the default user name |
Change the SSID & Change default user name |
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Which of the following allows a hidden backdoor to be used for access to workstations on theInternet?
A. Firmware B. Rootkits C. SQL injection D. Cross-side scripting |
Rootkits |
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While configuring a new email application that uses POP3 for a customer, the techniciandetermines the firewall is blocking the traffic. Which of the following ports should be opened toallow POP3 mail traffic through the firewall?
A. 53 B. 110 C. 443 D. 3389 |
110 |
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A user just bought an Android tablet and wants to connect to their work email. The user’semployer has a Microsoft Exchange server for email. Which of the following would the technicianconfigure to allow the user to access email on the Android tablet? A. DNS, DHCP B. IMAP, SNTP C. POP3, SMTP D. Devices are incompatible |
POP3, SMTP |
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Which of the following would a technician use to install applications onto an iPad? (Select TWO). A. App Store B. Market Place C. iTunes D. Exchange E. Mobile Market |
App Store & iTunes |
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Which of the following mobile device sync methods is easiest for the end user but requires moreconfiguration on the part of the technician? A. Dock sync B. Encrypted wired sync C. Wireless sync D. Wired sync |
Wireless sync |
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A user realizes they left their mobile phone in a taxi minutes after the car departs. Which of thefollowing should be done to BEST ensure none of the private data on the phone is accessed? A. Passcode Lock B. GPS Tracking C. Remote Backup D. Remote Wipe |
Remote Wipe |
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A user is concerned about an issue with iOS. The user MOST likely has which of the followingdevices? A. iCloud B. Android Phone C. iPhone D. Windows Tablet |
iPhone |
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Which of the following features allows for easier navigation of long lists on a tablet device? A. Pinch-zoom B. Multitouch C. Scrollbars D. Touch flow |
Touch flow |
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A user calls the help desk to report about their smartphone not being able to make any phonecalls. The user admits that the smartphone can still send/receive email, browse all websites, andutilize all Internet-capable applications. Which of the following issues is MOST likely affecting thesmartphone? A. Wi-Fi is turned off; the cellular antenna is turned on. B. The cellular antenna is turned off; Wi-Fi is still on. C. The user forgot to turn off Bluetooth before trying to make a call. D. The user has 4G capability turned off, and is only on 2G. |
The cellular antenna is turned off; Wi-Fi is still on. |
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Laptops and tablets have which of the following in common? A. Solid state drives B. Contain an accelerometer C. No field serviceable parts D. Not upgradable |
Solid state drives
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Which of the following is one of the major differences between a new tablet and a new laptopcomputer?
A. Tablet has no field serviceable parts. B. Laptop has less field functionality. C. Tablet has faster Ethernet capability. D. Laptops have slower responsiveness than tablets. |
Tablet has no field serviceable parts. |
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Which of the following data types can be synchronized to a mobile device by default? (SelectTWO). A. Biometric information B. Pictures C. Contacts D. Credentials E. SMS |
Pictures & Contacts |
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Which of the following mobile device features disables cellular and wireless communication? A. Hotspot Mode B. Pairing Mode C. Settings Reset D. Airplane Mode |
Airplane Mode |
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Which of the following protocols could a technician use to connect a smartphone to an emailserver? (Select TWO). A. SMTP B. POP3 C. HTTP D. SNTP E. ICMP |
SMTP & POP3
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Which of the following should a technician do FIRST to secure a mobile device? A. Assign a passcode B. Download updates C. Disable GPS D. Install antivirus |
Assign a passcode |
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A user has a laptop that they need to get ready for an outdoor presentation. The user is concernedthat the laptop will turn off the screen or go into standby before their presentation is complete.Which of the following Control Panel paths should the technician use in order to prevent this fromoccurring? A. System -> Hardware B. Power Options -> Power Schemes C. System -> Advanced -> Performance D. Power Options -> Hibernate |
Power Options -> Power Schemes |
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A user has not received any new emails on their smartphone in the last two days. The user is ableto access the Internet without any problems. Which of the following should the user do FIRST? A. Restart the smartphone B. Reconfigure the smartphone email account C. Resynchronize the smart phone D. Update the operating system |
Restart the smartphone |
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Which of the following software types would need to be installed on a mobile device to helpprevent data from being viewed if the device is lost? A. Remote wipe B. Antivirus C. GPS locator D. Remote backup application |
Remote wipe |
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A client reports that their VoIP phone screen displays duplicate IP address. Which of the followingis the FIRST action to try to resolve this problem? A. Change MAC address settings B. Call the vendor C. Try another LAN connection D. Reboot the phone |
Reboot the phone |
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Which of the following is the correct path to determine the IP address on an iOS device? A. General> Settings> Wi-Fi> SSID Name> Network> IP address B. Wi-Fi> SSID Name> Network> IP address C. Settings> General> Network> Wi-Fi> SSID Name> IP address D. Location Services> Settings> Wi-Fi> SSID Name> Network> IP address |
Settings> General> Network> Wi-Fi> SSID Name> IP address |
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Which of the following home computer synchronization methods are possible with an iOS device?(Select TWO).
A. Infrared B. USB C. FireWire D. Wi-Fi E. Parallel |
USB & Wi-Fi
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A customer reports that their wireless laptop cannot connect after removing it from its carryingcase. The laptop boots and the user is able to log in. Which of the following should be checkedFIRST? A. External antenna switch B. Status in Device Manager C. Available hard drive space D. Laptop battery levels |
External antenna switch |
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Which of the following BEST describes the Apple utility used with iOS devices to synchronize,upgrade, and restore to factory default if needed?
A. iMac B. iTunes C. Safari D. Bluetooth |
iTunes |
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Which of the following is the BEST definition of what an accelerometer does? A. Prolongs battery life B. Calculates the rotation of a device C. Measures velocity in a given direction D. Makes the device run with more speed |
Measures velocity in a given direction |
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A technician needs to configure their neighbor’s iPad. The neighbor wants to access their workemail. The technician requires some information from their neighbor’s work IT department. Whichof the following information does the technician need? A. IP address and domain B. Server and domain C. Server and gateway D. IP address and DNS |
Server and domain |
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A technician has upgraded an internal WiFi card on a laptop and now the signal power to connectto a WAP is low. Which of the following is the MOST likely cause of the issue?
A. WIFI card drivers are not installed. B. The laptop’s memory is faulty. C. The laptop’s battery is dead. D. One of the antenna wires is unplugged. |
One of the antenna wires is unplugged. |
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When comparing laptops and tablet PCs which of the following is true? A. Tablets typically have higher resolution displays B. Laptops typically have a longer battery life C. Laptops typically use touch screen displays D. Tablets typically use solid state drives |
Tablets typically use solid state drives |
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A custom configured PC with a powerful processor, high-end video, upgraded audio, andincreased cooling would be MOST suited to which of the following applications? A. Thin client B. Gaming PC C. Virtualization workstation D. Thick client |
Gaming PC |
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When putting a mobile device into airplane mode, which of the following features is typicallydisabled? (Select TWO). A. Bluetooth B. Multi-touch ability C. Data encryption D. Cellular data E. Wireless |
Cellular data & Wireless |
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Which of the following is a new feature of iOS 5?
A. Ability to dual boot the Android OS B. Ability to run native PC applications C. Ability to perform iTunes backups D. Ability to perform untethered updates |
Ability to perform untethered updates |
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When setting up a Microsoft Exchange mail account to synchronize with an iPhone, which of thefollowing items can be configured to synchronize besides the mail? (Select TWO).
A. Shared calendars B. Archives C. Global address list D. Calendar E. Address book |
Calendar & Address book |
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Which of the following allows a user to pinch zoom on an Android device? A. Accelerometer B. Micro USB port C. Multi-touch D. A trackball |
Multi-touch |
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An administrator has taken steps to secure a SOHO wired network, but as a result the users reportthat they can no longer access the Internet but can still see other computers on the network.Which of the following would have caused this issue?
A. Port 80 has been disabled B. Port 3389 has been enabled C. MAC filtering has been enabled D. LDAP has been disabled |
Port 80 has been disabled |
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Which of the following mobile phone features redirects the screen orientation as the user turnstheir phone? A. GPS B. Geotracking C. Locator application D. Gyroscope |
Gyroscope |
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While using a mapping program, which of the following functions shows the user’s location on themap as well as movements on the map as they travel? A. Accelerometer B. Geotracking C. Gyroscope D. GPS |
GPS |
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Which of the following BEST represents a security vulnerability of mobile devices? (Select TWO). A. Unauthorized downloads B. Viruses C. Improper file permissions D. Phishing E. Theft |
Viruses & Theft |
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When connecting a Bluetooth device to a mobile device, which of the following BEST describesthe purpose of discovery mode? A. Allows two Bluetooth devices to connect to each other without a mobile device B. Disconnects all devices and connects to the closest powered on device C. Allows a peripheral to be contacted by the mobile device D. Instructs the phone to seek out all nearby devices and connect to them |
Allows a peripheral to be contacted by the mobile device |
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Which of the following devices is MOST likely to come standard with a solid state hard drive?
A. Tablet B. Storage server C. Laptop D. Desktop PC |
Tablet |
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A user launches a software application on their Android tablet device. Once the software hasloaded, the user reports that when turning the tablet to work the application in landscape mode,the software does not automatically adjust to landscape mode. Which of the following is the causeof the issue? A. The auto-adjust setting is not enabled in the operating system. B. The tablet is running low on power and disabled landscape mode. C. The application was not developed to react to changes to the gyroscope. D. The user did not switch the tablet to landscape mode. |
The application was not developed to react to changes to the gyroscope. |
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A user wishes to access their contacts from their Android phone. Which of the following methodswill provide the MOST up-to-date contact information on the user’s phone on a daily basis? A. Enable contact synchronization by setting up their email account on the phone. B. Download all their contacts in a .csv file and import them into the phone via a USB laptopconnection. C. Enable Bluetooth and transfer the contacts from their laptop to the cell phone. D. Enable email synchronization and email the contacts to the user account for download. |
Enable contact synchronization by setting up their email account on the phone. |
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Which of the following explains why a tablet OS loads quicker than a laptop OS? A. A tablet requires less power to operate than a laptop. B. A tablet has a smaller circuit board than a laptop. C. A SATA drive loads data much faster than an IDE drive. D. A SSD drive loads data much faster than a SATA drive. |
A SSD drive loads data much faster than a SATA drive. |
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A user recently purchased a new high-end graphics card, and would like to run their existinggames through an LCD TV at 1080p. However, when the installation is complete, none of thegames appear correctly on the LCD TV. Which of the following is the MOST likely cause? A. The LCD TV response rate is not fast enough for gaming. B. The PC games cannot be run to an external display. C. The games do not support a 1920x1080 resolution. D. The LCD TV driver is not supported by the Windows operating system. |
The games do not support a 1920x1080 resolution. |
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A technician is taking apart a laptop in order to replace an internal part. During this process, whichof the following represents a best practice? A. Only perform the work on a plastic counter top B. Never use a power tool to remove screws from the case C. Label the screws according to where they came from D. When working on the bottom of a laptop, always leave the screen open |
Label the screws according to where they came from |
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Which of the following display types may be practical for a laptop format, but has limited uses dueto heat considerations? A. LCD B. Plasma C. LED D. CRT |
Plasma |
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Which of the following would be the BEST means of maintaining data security for a mobile device that has been lost or stolen? A. Login attempt restrictions B. Locator service C. Remote wipe D. Passcode lock |
Remote wipe |
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Which of the following steps would allow display output from a laptop to an external display?(Select TWO). A. Press the appropriate Function Key combination B. A second video card in the Express card slot C. Disconnect the integrated display D. Enabling second monitor in the Windows Display Settings E. Loading external monitor drivers on the laptop |
Press the appropriate Function Key combination & Enabling second monitor in the Windows Display Settings
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A technician is working on a PC that utilizes a RAID array for operation. The user of the systemhas reported that random files are becoming corrupted on creation with no pattern to the activity. One drive in the array is likely failing and causing the read/write failures. Which of the followingtypes of RAID is MOST likely in use? A. RAID 0 B. RAID 1 C. RAID 5 D. RAID 10 |
RAID 0 |
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A user is trying to access an application on their home machine from work. The user sets up portforwarding on their router but is still unable to connect to the application. Which of the followingshould be the user’s NEXT step in resolving this issue? A. Configure Wake-on-LAN for the NIC on the Work PC. B. Configure a firewall exception on the Home PC. C. Switch the Work PC network from “Work” to “Home”. D. Disable the Windows firewall on the Home PC. |
Configure a firewall exception on the Home PC. |
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The customer reports their PC freezes up everyday around the same time. Which of the followingutilities would be BEST to check for any error codes? A. Windows Updates B. Task Scheduler C. Event Viewer D. Performance Monitor |
Event Viewer |
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A user is looking for the Application Data directory in their profile but cannot see it. Which of thefollowing Control Panel options would correct this? A. System B. Display C. User Accounts D. Folder Options |
Folder Options |
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A user has downloaded and installed a browser add-on that causes the browser to hang. The PChas very slow system response when rebooted. Which of the following should a technician do totroubleshoot this problem?
A. Run System Restore, update antivirus program, and run an antivirus scan. B. Remove all Internet temporary files, run an antivirus scan, and reboot using Last Known GoodConfiguration. C. Remove all temporary files, turn off System Restore, update and run an antivirus scan. D. Run an antivirus scan, Run Disk Cleanup, and reboot into Safe Mode. |
Remove all temporary files, turn off System Restore, update and run an antivirus scan. |
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A large magnet is placed too close to a CRT monitor. Which of the following will MOST likely occur? A. Dead pixels B. Flickering image C. No image on screen D. Distorted image |
Distorted image |
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After being relocated to an enclosed position under a desk, a computer experiences intermittentshutdowns. Which of the following conditions is MOST likely the cause? A. Power surges B. Overheating C. APIPA addressing D. RF interference |
Overheating |
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A technician is fixing a very slow computer. Antivirus and Malware programs have been run, andsome detections have been removed. After running Disk Cleanup, the system still seems to beslow, especially with multiple programs running. Which of the following should the technician doNEXT? A. Run CHKDSK B. Manually erase all cookies C. Go back to the latest restore point D. Run defrag |
Run defrag |
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Which of the following is the command line entry to start an archive or restore a process on aWindows XP computer?
A. RECOVER B. REPLACE C. NTBACKUP D. COPY |
NTBACKUP |
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A technician receives a report that the pages coming out of a laser printer are smearing whentouched. Which of the following components should the technician check FIRST to resolve thisissue? A. Drum B. Fuser C. Pickup roller D. Corona wire |
Fuser |
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A technician is working on a user’s PC. After testing the theory of the cause, which of the followingcould the technician perform NEXT? (Select TWO). A. Resolve issue B. Inform user C. New theory or escalate D. Document issue E. Verify system functionality |
Resolve issue & New theory or escalate |
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A technician responds to a hardware issue with a server. The technician discovers that one of thehard drives in the server has failed. The server is set up in a RAID 1 configuration. Which of thefollowing steps would the technician perform NEXT? A. Remove the hard drive and back up the data B. Run CONVERT on the hard drive C. Reboot the server D. Swap hard drive and rebuild array |
Swap hard drive and rebuild array |
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When removing the top case from a laptop, which of the following, besides hand tools, should atechnician have on hand to assure correct disassembly and reassembly? (Select TWO). A. A multimeter and a toner probe. B. A large cloth to spread the screws and disassembled parts on. C. A writing pad for documentation and a marker to label cables. D. A manufacturer’s technical manual for the model of the laptop. E. A container with separated areas to store different size screws. |
A manufacturer’s technical manual for the model of the laptop & A container with separated areas to store different size screws. |
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A user states that when they logon to their computer sometimes they get an IP conflict error. Theuser computer is configured with a static IP. Which of the following is the problem? A. Duplicate IP exist on the network B. DHCP server needs to be rebooted C. Network adapter driver needs to be updated D. Bad network adapter |
Duplicate IP exist on the network |
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A user has recently installed Windows 7 on a computer. They ran Windows updates, updated thefirmware and installed a printer. The user accessed a P2P application and now they are getting alarge amount of browser pop-ups. Which of the following is MOST likely the cause of the pop-ups? A. Phishing B. Malware C. Proxy redirect D. Firmware |
Malware |
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Users are reporting that their laser printer is picking up multiple pages. The printer has very highutilization. Which of the following should be performed to resolve this issue? A. Use a maintenance kit B. Calibrate the printer C. Replace the toner D. Replace the fuser |
Use a maintenance kit |
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A PC is powering on but the only activity a technician can see is spinning fans. Which of thefollowing components would MOST likely be at fault for such a condition? (Select TWO). A. SATA controller B. CPU C. Memory D. Hard drive E. Sound card |
CPU & Memory
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A user’s PC has four hard drives in a RAID setup. After a single drive fails, the system will nolonger boot and even rescue disks cannot see or access the volume. Which of the following RAIDtypes was the user MOST likely using?
A. 0 B. 1 C. 5 D. 6 |
0 |
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A corporate end user reports that random keys on their laptop are sticking. After taking the laptop in for repair a technician discovers that soda has been spilled inside the keyboard, possiblyreaching other components inside the laptop. Which of the following should the technician do? A. Spray the sticky spots with compressed air and then scrape them off B. Let the end user know that they are responsible for replacing the keyboard C. Replace the keyboard and clean the interior of the laptop if necessary D. Run the keyboard through a dishwasher cycle and dry thoroughly |
Replace the keyboard and clean the interior of the laptop if necessary |
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A user states they have to reset the date and time on their computer every day. Which of thefollowing hardware needs to be replaced to resolve this issue? A. Processor B. Hard drive C. CMOS battery D. Memory |
CMOS battery |
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A user reports that they are receiving intermittent BSOD error messages. Which of the followingtools should a technician use to determine which hardware is failing? A. POST card B. Memory diagnostics C. Performance monitor D. Loopback plug |
Memory diagnostics |
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A technician is called to assist a customer. The customer reports when they powered on thesystem, they heard a loud noise, saw a spark, and smelled a burning smell. Which of the followingshould the technician advise the customer to do FIRST? A. Power on the system, to see if it happens again. B. Immediately notify the fire department. C. Unplug the system from the power source. D. Turn off the circuit breaker to the building. |
Unplug the system from the power source. |
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A user states that their machine is taking much longer to boot than usual. Which of the followingutilities would BEST allow a technician to limit what is launched at startup? A. APPWIZ.CPL B. DXDIAG C. MSCONFIG D. REGEDIT |
MSCONFIG |
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A user reports that they are getting frequent delayed write messages throughout the day and areexperiencing sluggish performance. The technician suspects that the issue relates to the hard diskdrive. Which of the following would BEST help validate the diagnosis? A. System information B. Event viewer C. POST card D. SMART status |
SMART status |
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A user states that they are having a problem with their word processor on their laptop.Whenever they attempt to type letters with their right hand, numbers and symbols show upinstead.Which of the following would address this issue? A. Switch to a standardized font B. Restore regional settings to default C. Toggle the function + num lock combination D. Connect a full sized external keyboard |
Toggle the function + num lock combination |
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A technician is troubleshooting a customer’s computer that will not turn on. The user stated thatthe computer was working fine until there was a thunderstorm the other night. Which of thefollowing tools would the technician use to determine what is wrong with the computer? A. Factory diagnostic CD B. POST card C. Toner probe D. Power supply tester |
Power supply tester |
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A senior technician requests a diagnostic tool for checking external ports and connectors oncomputers and laptops. Which of the following tools would BEST accomplish this task? A. Wireless locator B. Corona wire C. Toner probe D. Loopback plugs |
Loopback plugs |
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After installing a new printer the organization determines that there are problems printing imagesand very large files. Which of the following will MOST likely resolve the issue? A. Update the drivers using WHQL drivers B. Install additional memory to each computer C. Install additional memory to the printer D. Apply the latest OS service pack |
Install additional memory to the printer |
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After accidentally removing a hard drive from a server with three drives in a RAID 5 configuration,a technician notices the server locks up and shuts down. Which of the following can the techniciando to quickly fix the problem? A. Replace the RAID controller and boot. B. Reinsert the drive and boot. C. Plug the drive back in, the system will resume automatically. D. Remove all drives and rebuild the array. |
Reinsert the drive and boot.
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A customer calls an IT consultant to explain an issue they are having with their Windows 7Professional PC. Windows Update attempts to install patches upon each startup but fails on thesame single update. The customer has attempted to re-run Windows Update from Control Panelbut the issue remains. Which of the following courses of action would BEST resolve the problem?
A. Running a full DEFRAG on the system B. Clearing the AppData temp folder entirely C. Clearing the Windows Update download cache entirely D. Uninstalling the Windows Update feature in Windows 7 and reinstalling it directly from theMicrosoft website |
Clearing the Windows Update download cache entirely |
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A user reports that their wireless connectivity is being spotty. The issue seems to interrupt theirwireless signal connection when the laptop screen is tilted forward or backward during operation.When this happens, the entire wireless signal drops out until the screen is left in position for agood minute or so. Which of the following MOST likely explains what is happening? A. The hinges on the laptop screen are not strong enough to support the wireless signal cables. B. The wireless card is losing contact to its socket when the screen is opening/closing. C. The laptop is designed to work optimally with wireless when the screen is at a perfect 90degree angle. D. The wireless signal cables are being crimped when the screen is opening/closing. |
The wireless signal cables are being crimped when the screen is opening/closing. |
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A user states that they cannot connect to the network or the Internet. The technician determinesthe issue is that the computer has a static IP address and needs to use DHCP to work correctly.The technician sets the NIC to automatically assign an IP address. Which of the following shouldthe technician perform NEXT? A. Identify the type of network card and what Operating System the computer is running B. Confirm the computer is back on the network and has Internet connectivity C. They need to annotate what the static IP address was and inform the employee’s manager D. They need to determine why the NIC was assigned a static IP address |
Confirm the computer is back on the network and has Internet connectivity |
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A technician has finished replacing the network card in a laptop and has verified full systemfunctionality. Which of the following troubleshooting steps should the technician take NEXT? A. Document findings, actions, and outcomes B. Escalate problem to a senior technician C. Re-establish new theory of probable cause D. Perform a full system backup |
Document findings, actions, and outcomes |
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A user, Ann, reports that she suspects her workstation has malware. Joe, the technician, confirmsmalware exists and starts the process of removing the malware. Which of the following is theFIRST step he should take in removing the malware? A. Disable antivirus B. Disable system restore C. Enable hard drive encryption D. Format the hard drive |
Disable system restore |
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A user reports paper jams at the location of the paper trays. Which of the following componentswould need to be replaced to resolve this issue? A. Fuser B. Duplexer C. Pickup roller D. Imaging drum |
Pickup roller |
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A critical server was replaced by the IT staff the previous night. The following morning, some usersare reporting that they are unable to browse to the Internet upon booting their workstations. Userswho did not shut down their workstations the previous day are able to connect to the Internet. Atechnician looks at the following report from a workstation with no Internet connectivity: IP Address: 192.168.1.101 Netmask: 255.255.255.0 DHCP Server:192.168.1.1 DNS Server:192.168.1.2 Default Gateway:192.168.1.1 Given the above report, which of the following is the cause of why some workstations are unableto browse the Internet? A. The workstation has an APIPA address. B. The DHCP server is unavailable. C. The default gateway router is misconfigured. D. The DHCP server is misconfigured. |
The DHCP server is misconfigured. |
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Joe, a technician, receives an error message on his tower PC just after POST which reads:“WARNING! Your drive is about to fail. Please back up your data and run full drive diagnostics.”Which of the following is generating this error message? A. CHKDSK B. S.M.A.R.T. C. eSATA D. QoS |
S.M.A.R.T. |
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Ann, a technician, is trying to recover some files for a user from a damaged laptop. Since theWindows installation has been corrupted and does not boot, Ann plugs the drive into a benchsystem to attempt a recovery. After trying to access the drive on the bench computer, the followingmessage is displayed. “Access Denied. Please Enter Encryption Password.” Which of thefollowing is the reason that this error is displayed? A. The hard drive is experiencing S.M.A.R.T. failure errors B. The TPM security chip inside the bench system is not enabled C. The BIOS of the bench system is out of date D. BitLocker is being used |
BitLocker is being used |
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A technician is tasked with repairing a Windows 7 system including the removal of recentlyinstalled files and software. Which of the following system restoration methods would be theLEAST destructive way to achieve this? A. System Restore B. System Image Recovery C. CHKDSK D. Windows Memory Diagnostic |
System Restore |
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A user, Ann, reports that her computer is able to connect to devices on her local network but noton the remote office network. Ann’s computer shows the following ipconfig information: IP address: 192.168.10.45 Subnetmask: 255.255.255.0 Gateway: 192.168.11.1 DNS server 1: 192.168.10.2 DNS server 2: 8.8.8.8 Which of the following is the cause of the problem? A. DNS server 2 is set incorrectly. B. DNS server 1 is set incorrectly. C. IP address is set incorrectly. D. Gateway is set incorrectly. |
Gateway is set incorrectly. |
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Ann reports that printouts from the department laser printer have become faded. She has alreadyreplaced the toner cartridge. Which of the following is the MOST likely component causing thefaded printing? A. Transfer roller B. Fusing assembly C. Registration assembly D. Duplexing assembly |
Transfer roller
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A user, Ann, reports that her laptop will no longer connect to wireless. Joe, a technician, checksthe device manager and does not see a wireless networking card or any unknown devices. Whichof the following should Joe do FIRST? A. Check to make sure the wireless card was not turned off via the hardware switch or keyboardshortcut. B. Install a USB wireless card to ensure that Windows networking is working properly. C. Open the laptop and reseat the network card and both antennas. D. Download and install the latest wireless driver from the manufacturer’s website. |
Check to make sure the wireless card was not turned off via the hardware switch or keyboardshortcut. |
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A user, Joe, has just finished upgrading his computer with a wireless keyboard/mousecombination, additional memory, installed new speakers, and replaced his 15 inch flat screen witha 24 inch flat screen.When he boots the computer it immediately starts making a loud beeping noise and will go nofurther in the boot process.Which of Joe’s system upgrades is the cause of the problem? A. The DVI cable is not properly seated B. Speakers are not properly connected C. Battery low on wireless mouse D. Memory is mismatched |
Memory is mismatched |
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A PC uses RAID 1. Ann, a technician, has read in the event log that the drive "SATA 1" is nolonger in sync with drive "SATA 0". Which of the following steps should she try FIRST to repair thisPC to optimal running conditions? A. Remove SATA 1 from the RAID group then try to re-add it B. Replace both drives then restore from a backup C. Remove both drives then switch the SATA channels D. Replace SATA 1, rebuild the RAID and replace SATA 0 |
Remove SATA 1 from the RAID group then try to re-add it |
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A user, Ann, receives a call from Joe who states that he is brand new in the help desk. Joe statesthat he needs to update Ann’s email client to prevent corruption. At Joe's request, Ann discloses her user name and password. She later discovers that Joe is not a member of the help desk.Which of the following has occurred? A. Social engineering B. Phishing C. Spear phishing D. Hijacking |
Social engineering |
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Ann recently upgraded a computer from Windows XP to Windows 7, but one of her applicationsdoes not work now. Which of the following should be done FIRST? A. Set the application to run in XP compatibility mode B. Reinstall Windows XP C. Configure a dual boot with XP and 7 D. Install the application in XP mode |
Set the application to run in XP compatibility mode |
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Ann, a home user, brings a Windows XP PC in for repair and reports that several disk read errorsare occurring. She has run check disk and errors have been reported several times. Which of thefollowing should a technician recommend? (Select TWO). A. Increase the amount of RAM to improve disk checks B. Backup all data on the drive C. Upgrade to a home server D. Purchase a new hard drive E. Change the drive configuration to RAID 0 F. Upgrade to Windows 7 Professional |
Backup all data on the drive & Purchase a new hard drive |
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Ann, a user, has brought her laptop in for service. She reports that her battery is at 100%, butwhenever it is unplugged it immediately shuts down. Which of the following should the techniciando? A. Replace the battery B. Change power settings to balanced C. Replace the power adapter D. Enable APM in the BIOS |
Replace the battery |
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A technician recently created an email account for a new user, Joe. On the second day, Joereports his email account is full of spam even though he has not given out his address. Which ofthe following should the technician do to resolve the issue? A. Turn on windows firewall B. Click the unsubscribe link in the spam C. Run an anti-spyware scan D. Install privacy filter |
Run an anti-spyware scan
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A user states that the computer takes a long time to load the desktop after login. Which of thefollowing tools should be used to help remediate the problem? A. Disk Management B. FIXMBR C. MSCONFIG D. SFC |
MSCONFIG |
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A technician would like to ensure all previous data is erased before reloading Windows 7 HomePremium onto a laptop. Which of the following procedures would accomplish this? A. Virtual RAID configuration B. Quick format C. New partition D. Full format |
Full format |
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A user is reporting that their screen is flickering at a rapid rate. Which of the following ControlPanel paths should a technician use in order to remedy this issue? A. Display -> Settings -> Advanced -> General -> DPI B. Display -> Settings -> Resolution C. Display -> Settings -> Advanced -> Adapter -> Refresh D. Display -> Appearance -> Effects -> Transition |
Display -> Settings -> Advanced -> Adapter -> Refresh |
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A user has an LCD and a CRT monitor attached to their workstation. The colors are slightly off onthe CRT but not the LCD. Which of the following controls should be used in troubleshooting? A. Geometry B. Contrast C. Brightness D. Degauss |
Degauss |
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A user is installing Windows 7 on a PC with a RAID card. The user has verified all of the cablesare connected correctly, but the installation media does not detect any hard drives. Which of thefollowing should the user do to help detect the hard drives?
A. Press F8 when prompted B. Hit the refresh button to force a re-detect C. Enable PATA in the BIOS D. Select load driver |
Select load driver |
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A technician is tasked with installing a legacy application on a Windows 7 computer. When thetechnician tries to install the legacy application, an error is received that the application cannot beinstalled because the OS is not supported. Which of the following should the technician do FIRSTto try to get the application installed in Windows 7? A. Install the application in safe mode B. Install the application with compatibility mode C. Install the latest Windows service packs and updates D. Install Windows Security updates on the system |
Install the application with compatibility mode |
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A user reports that a file they shared out on their computer for another network user is notaccessible to the third party. The user insists they specifically gave this third party Allow rights forRead and Write access. Which of the following could explain the problem at hand?
A. The parent folder has explicit Allow rights set for this user. B. The parent folder has explicit Deny rights set for this user. C. The user forgot to share the parent folder and only shared the specific file. D. The parent folder likely has the “archive” attribute enabled. |
The parent folder has explicit Deny rights set for this user.
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A technician is trying to diagnose a laptop that is experiencing heavy artifact corruption andrandom loss of video during operation. Which of the following are MOST likely causes of thisproblem? (Select TWO). A. Integrated system video chip is failing and/or near death. B. Video drivers were not installed directly from Microsoft update. C. Incompatible or untested video drivers have been installed. D. The BIOS is not set for the proper operation temperature of the video chipset. E. The BIOS is underclocking the video card’s operating speed. |
Integrated system video chip is failing and/or near death. & Incompatible or untested video drivers have been installed. |
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A technician installed a second hard drive in a computer. Upon restart, a message appearsstating. “primary drive 0 not found. Press F1 to continue." Which of the following should thetechnician check FIRST? A. That NTLDR and boot.ini are not missing B. Proper drive installation (e.g. cables/jumpers) C. If computer can boot into safe mode D. If the BIOS boot settings are correct |
Proper drive installation (e.g. cables/jumpers) |
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A user tries to connect to the Internet using a dial-up modem and receives a “No dial tonedetected” message. Which of the following is the FIRST thing the technician should check totroubleshoot the issue? A. Check if the cable is connected on the modem’s phone RJ-45 port. B. Check if the cable is connected on the modem’s line RJ-11 port. C. Check if the cable is connected on the modem’s line RJ-45 port. D. Check if the cable is connected on the modem’s phone RJ-11 port. |
Check if the cable is connected on the modem’s line RJ-11 port. |
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A technician is using the troubleshooting theory to help resolve a problem that is occurring with aclient’s machine. The technician has verified system functionally. Which of the following is theNEXT step in the troubleshooting theory? A. Identify the problem B. Establish a plan of action to resolve the problem C. Test the theory to determine cause D. Document findings, actions, and outcomes |
Document findings, actions, and outcomes |
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After an installation of a video adapter, the screen on a Windows 7 system cannot be seen.Which of the following Windows 7 functions will resolve this?
A. Component Management B. Startup Repair C. Device Manager D. Task Manager |
Startup Repair |
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A user gets an error message that the trust relationship to the domain has been broken. Which ofthe following can be done to resolve this from the client desktop? A. Re-join the computer to the domain B. Reboot the PC as the domain will automatically rebuild the relationship C. Update the BIOS using the latest version D. Run CHKDSK |
Re-join the computer to the domain |
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A technician recently removed spyware from a computer and now the user is getting error messages about system files. Which of the following tools would a technician use to verify allsystem files are intact and in their original versions? A. Repair Disk B. SFC C. FIXMBR D. ASR |
SFC |
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A technician gets a call from a customer stating that their computer will not boot. They are gettingthe following error “invalid system disk”. Which of the following should the technician checkFIRST? A. Verify the operating system is installed correctly. B. Verify that all removable drives are empty. C. Verify Boot.ini is on the hard drive. D. Verify the computer will boot into safe mode. |
Verify that all removable drives are empty. |
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An IR printer stops working for half of an office while the other half is able to print. Which of thefollowing should be checked FIRST? A. Proper lighting B. Paper levels C. Physical obstructions D. Printer share name |
Physical obstructions |
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The computer starts up and runs for less than a minute before shutting down or locking up. This isa symptom of: A. Overheating. B. Incompatible RAM. C. A faulty hard drive. D. A bad internal USB hub. |
Overheating.
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When the computer is turned on it emits a series of beeps and does not POST. This can becaused by a bad: A. CMOS battery B. Video card C. IDE cable D. Floppy cable |
Video card |
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A technician recently installed a new video card in a PC. The PC already has integrated video onthe motherboard. When the technician turns on the PC, there is no video. Which of the following isMOST likely the cause?
A. The motherboard BIOS version is out of date. B. The incorrect video card drivers are installed. C. The power connector for the video card is unplugged. D. The video card is unsupported by the motherboard. |
The power connector for the video card is unplugged. |
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A user’s CRT display is not displaying colors correctly. Turning the display to the right or leftsometimes temporarily corrects the problem. Which of the following should the technician check? A. The video card display driver B. The CRT power cable C. The video cable D. The CRT On Screen Display (OSD) |
The video cable |
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A laser printer is producing completely blank sheets. Which of the following processes should thetechnician check FIRST? A. Fusing B. Paper handling C. Transfer D. Development |
Development |
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A Windows user states that every time they hit certain letter keys on their notebook, a numberappears instead of the letter. Which of the following items is MOST likely the cause of thisproblem? A. The user enabled sticky keys. B. The user changed the keyboard character set. C. The user enabled accessibility options. D. The user enabled num lock. |
The user enabled num lock. |
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A Windows 7 desktop PC has crashed (i.e. BSOD) several times indicating a possible RAMproblem. Which of the following is an OS built-in tool that can be used to test this problem? A. Windows System Restore B. Windows System File Checker C. MSCONFIG D. Windows Memory Diagnostic |
Windows Memory Diagnostic |
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After installing a new multifunctional printer, an administrator realizes the flatbed scanner does notscan any documents. Which of the following is the MOST likely reason of the issue? A. The scanner lock switch on the device is locked. B. The printer driver was installed incorrectly. C. The multifunction printer’s USB cable was plugged into the incorrect port. D. The scanner’s alignment and calibration was not performed. |
The scanner lock switch on the device is locked. |
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After replacing a motherboard on a customer’s laptop for a no sound issue, a technician realizesthat there is intermittent wireless connectivity on the laptop. Which of the following should thetechnician perform FIRST? A. Reinstall the driver of the WiFi card. B. Check to see if there is a wireless switch on the laptop and its current position. C. Replace the wireless card because it is not fully compatible with the new motherboard. D. Check if the WiFi antenna is connected properly to the wireless card. |
Check if the WiFi antenna is connected properly to the wireless card. |
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After updating the device drivers for a video adapter, a user reports they are only able to view aportion of the screen and the text is very large. Which of the following is MOST likely the cause? A. Refresh rate set too low B. Refresh rate set too high C. Resolution set too low D. Resolution set too high |
Resolution set too low |
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After connecting a laptop to an external monitor, no display is detected and the monitor goes intosleep mode. Which of the following should be attempted FIRST to correct the problem? (SelectTWO). A. Change the input mode on the monitor B. Reboot the operating system C. Reload the display adapter drivers D. Toggle the display using the keyboard shortcut E. Verify network connectivity |
Change the input mode on the monitor & Toggle the display using the keyboard shortcut |
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A technician has been dispatched to a customer site to diagnose an issue where the computerturns off intermittently. Upon arriving at the site, the technician detects a smoke smell coming fromthe computer. Which of the following is the BEST solution? A. Power down the system and replace the CPU. B. Power down the system and replace the power supply. C. Install an additional case fan for proper ventilation. D. Remove the side panel for proper ventilation. |
Power down the system and replace the power supply. |
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A technician notices that a computer is making a loud clicking noise but continues to run. Systemspeed is barely affected, but they cannot access certain drives. These are the symptoms of whichof the following? A. Failing second hard drive B. Failing system hard drive C. Bad CMOS chip D. Bad CPU fan |
Failing second hard drive |
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A user’s laptop has died but the hard drive is still functioning. Which of the following is the BESTway for the user to still access and edit all of their data?
A. Burn their data to DVDs B. Use a SCSI to USB adaptor C. USB hard drive enclosure D. Copy their data to a USB flash drive |
USB hard drive enclosure |
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Which of the following is the BEST way to get rid of dead pixels on a laptop screen? A. Replace the inverter B. Replace the back bezel C. Replace back light D. Replace the LCD |
Replace the LCD |
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A technician is tasked with upgrading a network card on a Windows 7 Professional PC. Thetechnician installs the network card, loads Windows XP drivers that came with the network card,and reboots the PC. Upon rebooting, the computer blue screens and the technician cannot get thecomputer to boot up properly. Which of the following should the technician perform to resolve thisissue without any data loss? (Select TWO). A. Remove network drivers B. Install Windows XP Service Pack 3 C. Reinstall Windows 7 Professional D. Install Windows 7 Service Pack 1 E. Boot up in safe mode |
Remove network drivers & Boot up in safe mode |
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A technician is installing and configuring a SOHO wireless network for a client. The client onlywants five authorized computers to connect to the network with a defined IP range. Which of thefollowing should the technician configure on the router? (Select TWO). A. DMZ B. DHCP C. ARP D. SSID E. MAC filtering |
DHCP & MAC filtering |
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A user calls the helpdesk and states that they are receiving an IP conflict error on their computer.The user is on a company network that uses DHCP. The technician verified the PC is using DHCPto obtain TCP/IP settings.Which of the following commands should the helpdesk technician use to resolve this issue?(Select TWO). A. Ipconfig /renew B. Ipconfig /registerdns C. Ipconfig /all D. Ipconfig /flushdns E. Ipconfig /release |
Ipconfig /renew & Ipconfig /release |
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A user calls the helpdesk and states that they suddenly cannot connect to the Internet or any othernetwork resources. The user is on a company network that uses DHCP. The technician runsIPCONFIG from the command prompt and the PC has an IP address of 0.0.0.0. Which of thefollowing steps should the technician perform FIRST to troubleshoot this issue? A. Check the network cable B. Replace network card C. Assign a static IP address D. Reinstall the network drivers |
Check the network cable |
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A user reports that the desktop PC shuts down 10 minutes after turning it on in the morning. Whenthe technician moves the PC, it sounds like there are loose parts sliding around in the case. Whichof the following is the MOST likely explanation for the PC shutting down? A. The CMOS battery is bad. B. A memory module has become unseated. C. The heat sink retaining clip has broken loose. D. The hard drive cable has become unseated. |
The heat sink retaining clip has broken loose. |
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A technician is diagnosing a PC running Windows 7 which has been affected with an “NTLDR ismissing” error message. Which of the following command line tools would BEST resolve the problem? A. Fixboot B. CHKDSK C. Scandisk D. DEFRAG |
Fixboot |
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A user reports that people are receiving emails from their account that the user never sent. Whichof the following security measures would BEST resolve the problem? A. Check the boot.ini on the PC for malicious entries. B. Change the account password. C. Upgrade the email client to a newer version. D. Install a more expensive spam filter. |
Change the account password. |
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A technician is repairing a workstation that exhibits random reboots at odd times of the day. Whichof the following should be performed FIRST when troubleshooting the issue? (Select TWO). A. Check the PSU integrity B. Check the CMOS battery C. Check the video card integrity D. Check the memory integrity E. Check the optical drive integrity |
Check the PSU integrity & Check the memory integrity |
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A technician is troubleshooting a PC that is not completing POST and merely provides an audiblebeep code. Which of the following should be the FIRST item checked? A. The type of IDE cable used for the hard drive B. The CMOS battery charge C. The amount of available power to the hard drive D. The memory configuration |
The memory configuration |
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A user has an external hard drive which they forget to unplug before booting their machine. Eachtime this happens, an error shows on the screen which states “Boot sector missing – reboot to tryagain.” Which of the following would be the BEST way to resolve this? A. Change BIOS options to remove floppy drive from the boot order B. Change BIOS options to remove USB device from the boot order C. Change BIOS options to remove CD drive from the boot order D. Set the SATA setting in BIOS to AHCI from IDE |
Change BIOS options to remove USB device from the boot order |
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A user states that their old notebook loses connectivity to the Internet several times a day at workand at home. The issue started after the wireless card was replaced. Which of the following itemsis MOST likely causing the issue? A. The motherboard drivers are not current. B. The drivers for the NIC need to be updated. C. The wireless on/off switch is not in the on position. D. The keyboard is faulty and turns the wireless NIC on and off. |
The drivers for the NIC need to be updated. |
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When walking past a server with a RAID 5 array, a technician hears a loud clicking noise. Which ofthe following could MOST likely occur? A. BSOD B. OS not found on boot C. Hard drive failure D. RAID array failure |
Hard drive failure |
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A wireless network is experiencing intermittent connectivity. Which of the following would BESTresolve this issue? A. Enable MAC filtering B. Change broadcast channel C. Enable wireless encryption D. Disable SSID broadcasting |
Change broadcast channel |
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A contractor needs to destroy several drives containing confidential information so that they cannever be used again. Which of the following destruction methods would BEST accomplish thistask? A. Overwrite the hard drives. B. Drill into the hard drives. C. Degauss the hard drives. D. Sanitize the hard drives. |
Drill into the hard drives. |
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A customer purchases a new 802.11n router for their home. They connect it to their current801.11g devices, as well as their new laptop. Even though the laptop has a built-in 802.11nantenna, they are not noticing any speed increase. Which of the following is the MOST likelycause? A. The laptop is not close enough to the router. B. The router should be set to “G-Only”. C. The router is broadcasting in Mixed Mode. D. The laptop needs a dedicated access point. |
The router is broadcasting in Mixed Mode. |
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A customer states their laptop screen is very dim. In order to avoid going to the client site, which ofthe following is the FIRST action the customer should perform? A. Increase the resolution B. Use function keys C. Reboot the laptop D. Go to the Power Options in Control Panel |
Use function keys |
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A customer says they cannot access the network printer. The technician cannot PING the printerfrom their location. Which of the following should be the NEXT step in troubleshooting this issue? A. Check the toner cartridge B. Reboot client PC C. Check the link lights on printer NIC D. Reboot the printer |
Check the link lights on printer NIC |
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A customer states that another technician just removed some viruses and now they are not able toconnect to websites such as Windows Update, but are able to connect to others. Which of thefollowing is the MOST likely cause of the issue? A. NIC driver is damaged B. Not all viruses have been fixed C. Internet Explorer cache is full D. Host file has been manipulated |
Host file has been manipulated |
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Which of the following tools would be used to connect CAT5e cabling to a patch panel? A. Punch down B. Wire strippers C. Loopback plugs D. Crimper |
Punch down |
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A user states that when they power on their computer, they receive a “Non-bootable drive” error.The user works with external storage devices to transport data to their computer. The user statedthat the computer worked fine the day before. Which of the following should be checked FIRST toresolve this issue? A. Jumper settings B. Device boot order C. PXE boot settings D. Hard drive cable |
Device boot order |
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A service technician is installing a second hard drive on a desktop PC running Windows 7. Thesecond hard drive is the same make and model of the first hard drive. The technician would like toprovide data redundancy. Which of the following should the technician use to accomplish this? A. Disk Management B. Device Manager C. System Configuration D. Data Sources |
Disk Management
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A technician is trying to troubleshoot an issue on a Windows 7 computer remotely, but is unable toPING the computer. The technician verified that the computer is turned on, has networkconnectivity, and can get to the Internet. Which of the following is MOST likely the issue? A. The technician does not have permissions B. Local security policy settings is incorrect C. Wake-on-LAN is disabled D. Windows firewall is enabled |
Windows firewall is enabled
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A technician notices a computer is overheating after 30 minutes of use. Which of the following isthe MOST likely cause? A. Clogged temporary file folders B. Internal dust buildup C. Incorrect input voltage setting D. ACPI is disabled |
Internal dust buildup |
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A technician is having boot issues with a newly built PC, and notices the following jumperconfigurations for each PATA device: HARD DRIVE. MASTER OPTICAL DRIVE. CABLE SELECT Which of the following jumper configurations should be used instead? A. HDD. Cable Select; Optical Drive. Master B. c C. HDD. Slave; Optical Drive. Slave D. HDD. Master; Optical Drive. Master |
C. HDD. Slave; Optical Drive. SlaveD. HDD. Master; Optical Drive. Master |
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A technician troubleshoots a broken PC only to find that a strong burning odor is coming frominside the case. Which of the following parts MOST likely experienced a level of electrical burn? A. PSU B. Processor C. CMOS battery D. Hard drive |
PSU |
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A computer is showing the “No boot device found” message even though a technician has verifiedthat the hard drive is set as Device 1 in the BIOS boot order. Which of the following causes isMOST likely at play? A. A 40-pin cable was used instead of an 80-pin cable to connect the HDD. B. The hard drive is disconnected. C. The hard drive has corrupted sectors and needs a CHKDSK scan. D. Both PATA devices are incorrectly set to the master jumper setting. |
Both PATA devices are incorrectly set to the master jumper setting. |
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A technician is troubleshooting a RAID 6 array on a high end CAD/CAM workstation. Two diskdrives have their fault lights on. Which of the following is the BEST action for the technician toperform when fixing this problem? A. Replace the failed drives and verify the RAID rebuilds completely. B. Reseat the drives, backup the data, and then replace them. C. Reseat the drives and monitor the RAID status over a few days. D. Replace the failed drives and restore the data from a known good backup. |
Replace the failed drives and verify the RAID rebuilds completely. |
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A technician is called in to troubleshoot a four disk RAID 10 array on a high end Windows 7Enterprise workstation. One drive has failed. Which of the following should the technician do to fixthe problem? A. Reseat the drive and verify the RAID array is healthy B. Replace the failed drive and verify the RAID is healthy. C. Replace the failed drive and restore the data. D. Add a fifth drive and make it a spare. |
Replace the failed drive and verify the RAID is healthy. |
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A user states their Windows XP desktop PC fails to boot to the Windows logo. Which of thefollowing tools could a technician use to help diagnose if there is a pre-boot failure? A. Multimeter B. POST card C. Power supply tester D. BIOS flash |
POST card |
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A user’s computer will not boot. A technician notices four indicator lights on the backside of thecomputer. Two of the lights are green, and two are amber. Which of the following documentationshould the technician read to determine what the lights are indicating? A. Network diagram B. Computer manual C. Asset management D. Wiring scheme |
Computer manual |
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A technician has a client’s laptop that is randomly shutting down. Which of the following is theFIRST step of the troubleshooting theory that the technician will perform to resolve the laptop’sissue? A. Document finding, actions, and outcomes B. Identify the problem C. Establish a theory D. Establish a plan of action to resolve the problem |
Identify the problem |
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An alert needs to be sent to the administrator when the CPU stays above 90% for a period of time. Which of the following tools would BEST be used to accomplish this? A. Performance Monitor B. Task Scheduler C. Task Manager D. System Configuration |
Performance Monitor
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A customer calls and states the new plasma display they just received has yellow spots all overthe screen. Which of the following is the MOST likely cause of this issue? A. Using wrong video connector B. Dead pixels C. Dropped in shipping D. Incorrect installation |
Dead pixels |
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A customer calls and reports that when they walk away from their laptop for an extended period oftime they have to reconnect to wireless when they get back. Which of the following will MOSTlikely correct this issue? A. Disable screensaver B. Adjust power settings C. Replace the wireless card D. Install a higher capacity battery |
Adjust power settings |
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Which of the following tools and test equipment is routinely magnetized and should be used withcaution around magnetic media? A. Screwdrivers B. Power supply testers C. Cable testers D. Pliers |
Screwdrivers |
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Which of the following utilities will display a listing of active IP ports on the computer being tested?
A. NETSTAT B. PING C. IPCONFIG D. TRACERT |
NETSTAT |
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Which of the following commands may be used on a computer, running Windows 7, to stop asingle process from the command line? A. ERASE B. KILL C. SHUTDOWN D. DEL |
KILL |
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A technician is about to put a computer back into service that has not been turned on for manymonths. It was healthy when taken out of service and boots quickly without any problems. Whichof the following actions would be a best practice to begin computer maintenance? (Select TWO). A. Run a full antivirus scan. B. Defragment the hard disk. C. Run antivirus updates. D. Run Windows updates. E. Configure the firewall to access the Internet. |
Run antivirus updates. & Run Windows updates. |
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A technician discovers a networked computer has been infected with a zero day virus. Which ofthe following is the FIRST thing that should be done to the workstation? A. Document the symptoms of the virus. B. Turn off the computer using the power switch. C. Unplug it from the network. D. Run an antivirus update and then a full scan. |
Unplug it from the network. |
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A user is reporting their web browser is not going to the site they are attempting to access. Which of the following would BEST resolve this? A. Delete all Internet cookies. B. Ensure the user is not utilizing a proxy server. C. Remove all Internet shortcuts. D. Clear all Internet cache and saved passwords. |
Ensure the user is not utilizing a proxy server. |
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A technician is called onsite to solve a network connection error. Upon arrival, the technicianobserves a message on the screen stating there is no boot drive found. Which of the followingsteps should the technician take NEXT? A. Repair the boot up sequence using recovery console. B. Restart the system, booting from a system recovery disk. C. Restart the system to verify the proper boot sequence. D. Inform the customer the hard drive has crashed and replace the drive. |
Restart the system to verify the proper boot sequence. |
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The technician is dispatched to a user’s home to secure a wireless network. The SOHO user hasonly one system to connect wirelessly, yet wishes to protect their Wi-Fi from unauthorized use.Which of the following will BEST meet the user’s requirements? A. Configure the router to allow access by MAC address. B. Configure the use of DHCP. C. Configure the use of static IP addresses. D. Configure the network to utilize a proxy. |
Configure the router to allow access by MAC address. |
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A user has installed a new wireless router and is unable to connect their game console to themanufacturer’s service. Which of the following should the technician look for FIRST? A. Ensure the game system has a static IP address. B. Contact the manufacturer to see if service is available. C. Ensure the game system has updated firmware. D. Ensure the correct ports are open. |
Ensure the correct ports are open.
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A user reports that they cleared a paper jam and now cannot print. The technician reseats thepaper and then prints a test page from the printer. A test page sent from the workstation does notprint. Which of the following actions should the technician take FIRST? A. Clear the print queue. B. Check the printer connection. C. Reboot the computer. D. Stop and start the printer.v |
Clear the print queue. |
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A workstation is making a loud clicking noise that is originating from the hard drive and it is not booting. Which of the following should the technician do FIRST? A. Visit the hard disk vendor’s site and run a hardware check on the drive. B. Put the hard drive in another system and back up all data from it. C. Run CHKDSK immediately and replace the drive if it is bad. D. Format the drive and restore from a previous image. |
Put the hard drive in another system and back up all data from it. |
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A user is reporting that they cannot connect to the wireless network from their office but they wereable to connect yesterday. Which of the following would be the MOST likely reason?
A. Radio switch on laptop is enabled B. Radio switch on laptop is disabled C. Channel interference D. User is too far away from the access point |
Radio switch on laptop is disabled |
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A user reports that their PC does not work. Which of the following would be the BEST question forthe technician to ask the user to get further information? A. “Can you get to the Internet?” B. “What exactly does not work?” C. “Does the PC turn on?” D. “Are you able to sign on?” |
“What exactly does not work?” |
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A user reports that their PC boots up to a screen that reads “OS not found”. Which of the followingwould be the MOST likely cause of this problem? A. There are conflicting operating systems. B. Not enough memory is available. C. The system has a BSOD. D. The user has a USB key attached. |
The user has a USB key attached. |
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A technician is working on an issue and has identified the problem and worked out the cause.Which of the following would MOST likely be the NEXT step the technician should make? A. Document the cause and solution B. Inform the user C. Report to the supervisor D. Establish a plan of action |
Establish a plan of action |
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A technician is dispatched to a location that has multiple laser printers. One of the network printersis printing what appears to be a shadow image. The technician could solve this issue by: A. replacing the fuser B. running calibrate C. replacing the network cable D. replacing the drum |
replacing the drum |
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A user will be installing a switch in a public location and will allow the six users in the office toconnect to it with CAT6 Ethernet. Which of the following actions would BEST ensure that there isno unauthorized access to the switch? A. Assign static IP addresses B. Disable new VLANS C. Disable unused ports D. Disable PoE |
Disable unused ports |
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The technician is dispatched to look at a user’s laptop. The user reports the system shuts downafter 30 minutes of field use. The technician notices the battery is not fully charging. Which of thefollowing should the technician perform to resolve this? A. Remove the battery and connect it to a commercial battery charger. B. Discharge the battery using a static mat. C. Change the power setting on the laptop to use less power. D. Replace the battery. |
Replace the battery. |
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A new application is installed which adds three new services to a customer’s PC. The customerasks for help, because the new application will not start. A technician investigates and finds thatone of the services has failed to start. They attempt to manually start the service but it fails. Whereshould the technician look NEXT for more information? (Select TWO). A. Task Manager B. System registry C. Log files for the new application D. Event Viewer E. %SystemDir%\System32\Drivers |
Log files for the new application & Event Viewer |
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A technician is installing a new wired router and needs to disable all the ports currently not in use.The documentation for router mentions the web interface for the router is available by default at192.168.1.1. In which of the following ways would the technician go about doing this? A. Place labels on top of all the ports that are not to be used. B. Manually set the IP address to 10.168.1.1, and then access the website at 192.168.1.1. C. Use an Internet browser to access the router configuration at 192.168.1.1. D. Use Windows Explorer and search for a file called 192.168.1.1. |
Use an Internet browser to access the router configuration at 192.168.1.1. |
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A technician is changing out a toner cartridge in a high volume printer. As they are removing theempty cyan cartridge, a large amount of blue powder falls out onto rollers in the immediate area.Which of the following should the technician do NEXT? A. Immediately leave the scene and sound an emergency to security. B. Use a toner vacuum to remove the spilled toner from the undesired surfaces. C. Use compressed air to remove the spilled toner from the undesired surfaces. D. Use the maintenance kit to remove and replace the affected parts. |
Use a toner vacuum to remove the spilled toner from the undesired surfaces. |
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A user is running a RAID 0 array and has problems with one of the drives. Which of the followingactions will the technician take NEXT? A. Replace the failing drive and let the RAID recover. B. Add an additional drive to the array and let the RAID recover. C. Replace the drive; all the data is lost and cannot be recovered. D. Remap the RAID array to another drive letter to recover the data. |
Replace the drive; all the data is lost and cannot be recovered. |
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A user with a CRT monitor notes that there is a discolored area in a portion of their screen. Whichof the following is the MOST likely cause of the issue? A. Bad video card B. The video card drivers need to be upgraded C. Bad monitor D. The screen needs to be degaussed |
The screen needs to be degaussed |
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A user reports an issue of intermittent Read / Write errors occurring on their PC. Which of thefollowing actions would a technician MOST likely take? A. Run FDISK on the drive B. Update definitions and run a virus scan C. Low level format the drive D. Run CHKDSK on the drive |
Run CHKDSK on the drive |
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A user reports a loud clicking noise coming from their PC, but the PC operates normally.Which of the following actions should the technician perform FIRST when responding to thisissue? A. Attempt to backup data from the hard drive B. Shutdown the PC and replace the hard drive C. Format the hard drive and reload the OS D. Run the disk cleanup utility |
Attempt to backup data from the hard drive |
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A user states they have rebooted the printer and it is displaying “PC load letter”. Which of thefollowing is the MOST likely cause? A. The printer needs to be rebooted. B. The printer is out of paper. C. The fuser needs to be replaced. D. The toner cartridge is low. |
The printer is out of paper. |
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A technician needs to remove the ability of standard users to shut down or restart a sharedcomputer. Which of the following commands can be used to accomplish this task? A. services.msc B. shutdown.exe C. bootrec.exe D. gpedit.msc |
gpedit.msc |
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A user reports that all print jobs sent to a certain printer that require legal sized paper are notprinting. However, standard size paper jobs are printing correctly. A technician checks the papertray and verifies that it is loaded with legal size paper. Which of the following is the MOST likelycause of the problem? A. The printer is not designed to print legal sized pages. B. The print queue is holding jobs from printing. C. The paper weight is too heavy for the printer. D. The paper size for the tray is incorrect in the printer setup. |
The paper size for the tray is incorrect in the printer setup. |
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A technician is setting up a wired SOHO network for a client. The client would like to ensure thatunauthorized PCs are not easily able to communicate on the network. Which of the following canthe technician do? A. Enable MAC filtering B. Encrypt passwords C. Disable SSID D. Disable DHCP |
Enable MAC filtering |
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Which of the following are examples of digital security? (Select TWO). A. Strong password B. Privacy screen C. Badge D. MAC filtering E. Mantrap |
Strong password & MAC filtering |
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An unknown device has been found on a SOHO wireless router. Which of the following is BEST toperform to keep this device off the network? A. Enable MAC filtering B. Change the channel C. Disable DHCP D. Disable SSID broadcast |
Enable MAC filtering |
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A technician needs to securely delete all data from a hard drive containing highly sensitiveinformation. Which of the following is the BEST way to delete the data? A. Low-level format B. Manually select and delete the data within the OS C. Delete the partition and re-format D. Standard format |
Low-level format |
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A user reports that their printouts contain a shadow of the previous image. Which of the followingis MOST likely the cause? A. Separation pads B. Fuser assembly C. Corona wire D. Pickup assembly |
Fuser assembly |
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A user is reporting that their computer is running slow and is having trouble connecting to theInternet. After further inspection, the technician notices that the antivirus definitions are up-to-dateand the system is scheduled for regular scans. Which of the following solutions will MOST likelyhelp resolve the issues reported? A. Enabling system restore B. Anti-spyware software C. Spam blocker D. Pop-up blocker |
Anti-spyware software |
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Which of the following operating systems can be upgraded using an in-place procedure toWindows 7 Professional x64? A. Windows Vista Professional x86 B. Windows 7 Enterprise x64 C. Windows 7 Starter x86 D. Windows 7 Home Premium x64 |
Windows 7 Home Premium x64 |
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Social engineering makes use primarily of which of the following techniques, to bypass commoncorporate security barriers? A. Grayware installation B. Worm transmission C. Human interaction D. Malware installation |
Human interaction |
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A technician is having issues with a corporate wireless signal bleeding into nearby offices.Which of the following techniques could be used to mitigate the risk of wireless attacks by thirdparties in the nearby offices? A. Switch from 802.11b to 802.11g spectrums B. Disable WEP-128 security C. Radio power adjustment D. Switch from 802.11g to 802.11n spectrums |
Radio power adjustment |
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A user needs to replicate a large directory containing folders and files from one drive to another. Italso contains several empty folders needed for future growth. Which of the following commandsshould a technician use in order to accomplish this task? A. ATTRIB /S B. RD /S C. COPY /A D. XCOPY /E |
XCOPY /E |
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Which of the following devices would provide the GREATEST security to a server room? A. Keycode pad B. Retinal scanner C. Badge reader D. Mantrap |
Retinal scanner |
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When issuing user permissions for job functions, an administrator should assign: A. Permissions based on employee’s role. B. Them to the Power User role on the machine. C. Permissions based on employee’s seniority. D. Them to the Administrator role on the machine. |
Permissions based on employee’s role. |
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A user attempts to remote into their machine at night but cannot connect. The user believes thatsomeone is unplugging their computer from the network at night and plugging in a personalmachine. Which of the following security measures would BEST prevent this behavior fromcontinuing? A. Limit the port to a specific MAC address. B. Set the port to only activate during business hours. C. Disable DHCP on the network router. D. Deactivate the port that is being used from the switch. |
Limit the port to a specific MAC address. |
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A residential customer just purchased a new wireless router. During the setup, which of thefollowing should be done to increase the default security of the router? A. Change the default SSID B. Change the default password C. Turn off DHCP services D. Change the default wireless channel |
Change the default password |
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Which of the following technologies can be used to secure mobile devices and their data? (SelectTWO). A. Protective screen B. Remote wipe C. Physical lock D. Locator E. Passcode lock |
Remote wipe & Passcode lock |
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A network consultant needs to redo a CAT5e wall jack that has become unusable due to recentphysical damage. In order to install the replacement jack, which of the following tools would needto be used to both install and validate the hardware? (Select TWO). A. Cable crimper B. Loopback plug C. Voltage meter D. Cable tester E. Punch down tool |
Cable tester & Punch down tool |
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A user reports that their computer restarts at 3:00 PM every day. Which of the following toolswould BEST help a technician troubleshoot this issue? A. Event Viewer B. Task Scheduler C. Performance Monitor D. System Restore |
Event Viewer |
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After installing an updated video card driver in a Windows XP machine, a technician sees abluescreen of death (BSOD). Which of the following would BEST help the technician repair thecomputer? A. Update antivirus definitions B. Run System Restore C. Last Known Good Configuration D. Factory pre-installation CD |
Last Known Good Configuration |
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Which of the following PING switches would be used to continue a ping to a host until stopped? A. -r B. -a C. -t D. -l |
-t |
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A technician is having connectivity issues with a client’s machine. The client’s wall jack passedtesting and the technician also uses a loopback to test the NIC on the PC and it also passedtesting. Which of the following tools would a technician use to test between the wall jack and thePC? A. Toner probe B. Multimeter C. Wireless locator D. Cable tester |
Cable tester |
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A client wants a wireless SOHO installed in the building that already has other wireless networksin it. The client wants the network to not be easily seen. Which of the following can the techniciandisable to help the network from being seen? A. SSID broadcast B. DHCP C. MAC filtering D. Wireless encryption |
SSID broadcast |
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After rebooting, a technician sees the Windows logo but when Windows boots up, no videoappears. Which of the following options would be the QUICKEST way to restore the computer? A. VGA Mode B. Last Known Good Configuration C. Safe Mode with Networking D. Safe Mode |
Last Known Good Configuration |
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Physically observing a user input a code or password is known as: A. Social engineering. B. Shoulder surfing. C. Tailgating. D. Phishing. |
Shoulder surfing. |
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Which of the following should be checked FIRST when troubleshooting a computer thatintermittently shuts down after heavy usage? A. Proper paper levels in the printer B. Inadequate available RAM C. Optical drive device drivers D. Central processing unit fan |
Central processing unit fan |
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Which of the following commands shows the number of hops from a computer to the specifieddestination? A. IPCONFIG B. NETSTAT C. PING D. TRACERT |
TRACERT |
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A computer’s time settings reset every time it is unplugged. This is a symptom of a faulty: A. Memory module. B. Power supply. C. Motherboard. D. CMOS battery. |
CMOS battery. |
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The computer was booting normally yesterday, but in the morning a message appears stating“Operating System Not Found”. This can be caused by which of the following? (Select TWO). A. Bad memory module B. Bad USB controller C. Bad hard drive D. Bad IDE or SATA controller E. Bad CPU |
Bad hard drive & Bad IDE or SATA controller
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A technician recently installed a new USB printer for a customer that is running Windows 7.Windows automatically installed the drivers. When the user prints, the printout has a bunch ofsymbols. Which of the following should the technician do NEXT? A. Install the vendor specific driver B. Replace the printer C. Check for Windows Updates D. Run antivirus application |
Install the vendor specific driver |
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A company recently had a security breach and is now required to ensure that all data is removedfrom a PC once it leaves the building. Which of the following should the technician perform? A. A standard format B. Reset PC to factory default C. A quick format D. A low level format |
A low level format |
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A technician needs to verify that a user’s computer can connect to a particular server using TCP/IP. Which of the following commands should the technician run? A. MSCONFIG B. IPCONFIG C. NET USE D. PING |
PING |
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When a user tries to print, the OS slows down and appears to lock up. Shutting down the PrintSpooler Service restores the computer’s speed, but leaves the user unable to print.Which of the following should be used FIRST to troubleshoot this problem? A. Rebuild print spooler files B. Hardware diagnostic software C. Event viewer D. Antivirus software |
Event viewer |
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A technician is having performance issues with a hard drive. Which of the following commands willverify the integrity of the hard drive and fix any errors? A. CHKDSK B. XCOPY C. FDISK D. FORMAT |
CHKDSK |
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A technician has just finished installing a new NIC in a desktop. Which of the following should thetechnician perform NEXT according to the troubleshooting theory?
A. Test the theory to determine cause B. Verify full system functionality C. Escalate issue to a manager D. Document findings and repairs |
Verify full system functionality |
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After replacing a motherboard on a customer’s laptop for a no POST issue, the technician realizesthat there is no wireless connectivity on the laptop. Which of the following should the technician doFIRST? A. Check to see if there is a wireless switch on the laptop and its current position. B. Disassemble the laptop and check if WiFi antennas connected properly to wireless card. C. Reinstall WiFi card drivers. D. The new motherboard is defective and not recognizing wireless; it needs to be replaced. |
Check to see if there is a wireless switch on the laptop and its current position. |
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A user is receiving an error message of “paper jam in tray 1” every time a print job is sent to theprinter. Which of the following should the technician do NEXT, after verifying that there are novisible paper jams in the printer? A. Reset the page count on the printer. B. Check if the pick up rollers are worn out. C. Reinstall the printer driver. D. Replace the paper tray 1. |
Check if the pick up rollers are worn out. |
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Which of the following is the MOST likely reason for a low wireless signal? A. The distance from the access point B. Incompatible wireless hardware C. The access point is bridged D. Channel conflict in the access point |
The distance from the access point |
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A client wants a wireless network set up in the office, but does not want unauthorized users to beable to access the network. Which of the following provides the BEST protection?
A. Change the default channel B. Disable the SSID C. AP placement D. Strong encryption |
Strong encryption |
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A client has a Windows XP PC that has several unused programs that run on startup. Which of thefollowing utilities can a technician use to disable these programs from running at startup? A. Default programs B. Device Manager C. Performance information and tools D. MSCONFIG |
MSCONFIG |
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A client has a Windows Vista PC that has several unused programs that run on startup. Which ofthe following utilities can a technician use to disable these programs from running at startup? A. Default programs B. Performance information and tools C. Performance Monitor D. Device Manager |
Performance information and tools |
