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289 Cards in this Set
- Front
- Back
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Chapter 3Introducing Windows Operating SystemsReviewing the Basics1. List four major functions of an OS.
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It manages hardware, runs applications, provides an interface for users, and stores,retrieves, and manipulates files
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2. Using Aero Snap, what happens when you drag a window to the top of theWindows 7desktop?
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The window maximizes
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3. How can you add a program icon to the Windows 7 taskbar so the program can quicklybe launched at any time?
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First locate the program in the Start menu. Then right-click the program and select Pin toTaskbar from the shortcut menu.
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4. What might happen to the Windows system if too many services are running, asindicatedby multiple icons in the notifi cation area of the taskbar?
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The system might slow down and not perform well.
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5. What is the keyboard shortcut to the fl ip 3D view
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Win+Tab
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6. What are the four libraries that Windows 7 creates by default?
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Documents, Music, Pictures, and Videos libraries
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7. What part of a fi lename does Windows use to know which application to open tomanagethe fi le?
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The file extension .zip
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9. Which folder does Windows use to store fi les a user puts in the Documents library?
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My Documents folder
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10. Which Windows 7 edition(s) come only in a 32-bit version?
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Windows 7 Starter and Windows 7 Home Basic.
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11. What is the memory limitation for a 32-bit operating system?
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The OS can address no more than 4 GB of memory.
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12. How do you access the Properties box for a fi le to change a fi le attribute?
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In Explorer, right-click the file and select Properties from the shortcut menu.
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13. What is the program name for the System Information utility?
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Msinfo32.exe
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14. Which Windows 7 window can be used to get a report of the history of problems on acomputer?
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The Action Center
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15. When does a user need to enter a password into the UAC box in order to continue?
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When the user is logged on as a standard user
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Thinking Critically1. What Windows tool can you use to know how much RAM is installed on yoursystem?
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Possible answers: System window, System Properties window, System Information
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2. Mary wants her 32-bit installation of Windows 7 Professional to run faster. She has 4GBof memory installed on the motherboard. She decides more memory will help. Sheinstallsan additional 2 GB of memory for a total of 6 GB, but does not see any performanceimprovement. What is the problem and what should you tell Mary?a. She should use Control Panel to install the memory in Windows 7. After it is installed,performance should improve. Tell Mary how to open the Control Panel.b. A 32-bit OS cannot use more than 4 GB of memory. Tell Mary she has wasted hermoney.c. A 32-bit OS cannot use more than 4 GB of memory. Tell Mary to upgrade her systemto the 64-bit version of Windows 7 Professional.d. A 32-bit OS cannot use more than 4 GB of memory. Explain to Mary the problem anddiscuss with her the possible solutions.
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Answer: d. A 32-bit OS cannot use more than 4 GB of memory. Explain to Mary the
problem and discuss with her the possible solutions. |
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3. Jack needs to email two documents to a friend but the fi les are so large his emailserverbounced them back as undeliverable. What is your advice?a. Tell Jack to open the documents and break each of them into two documents and thenemail the four documents separately.b. Tell Jack to put the two documents in a compressed folder and email the folder.c. Tell Jack to put each document in a different compressed folder and email each folderseparately.d. Tell Jack to put the documents on a USB drive and snail mail the drive to his friend.
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Answer: c. Tell Jack to put each document in a different compressed folder and emaileach folder separately.
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4. For each of the following programs, identify if the program is an operating system,application,device driver, or utility program: Internet Explorer, Norton Antivirus, Windows98, and Adobe Photoshop
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Answer: Application, utility program, operating system, application
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Chapter 7Installing WindowsReviewing The Basics1. Which edition of Windows 7 comes only in a 32-bit version?
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Windows 7 Starter
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2. What is the maximum amount of memory a 64-bit version of Windows 7 HomePremium can support?
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16 GB
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3. How much free space on the hard drive is required to install a 64-bit version ofWindows 7
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20 GB
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4. How do you start the process to reinstall an OS on a laptop computer using the backupfi les stored on a recovery partition?
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Press a key combination at the beginning of the boot.
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5. What are three free applications mentioned in the chapter that can be used to createvirtualmachines?
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Windows Virtual PC, Oracle VirtualBox, and VMware Player
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6. When upgrading from Windows XP to Windows 7, can you perform an in-placeupgradeof Windows 7?
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No, you must perform a clean install
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7. What must be installed in Windows Vista before you can perform an in-place upgradefrom Vista to Windows 7?
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Service Pack 1 or a later service pack
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8. Which fi le system is used on the volume where Windows is installed?
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Windows is installed on a NTFS volume.
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9. What is the minimum number of partitions required on a hard drive that is to be set upasa dual boot with Windows 7 and Windows XP?
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Two partitions
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10. Is the built-in administrator account in Windows 7 enabled or disabled by default? InWindows XP?
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Disabled in Windows 7. Enabled in Windows XP
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11. Which gives better security, workgroup sharing or homegroup sharing? Why?
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A workgroup gives better security because sharing is limited to individual users ratherthan to entire computers, which is done with homegroup sharing.
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12. Why will homegroup sharing not work on a network that has a mix of Windows XP,Vista, and 7 computers?
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Because homegroup sharing is not supported by Windows Vista and XP
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13. During a Windows 7 installation, what network location should you choose when youintend to join the computer to a domain? When you intend to join a homegroup?
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Work network, Home network
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14. What is the name of the domain controller database used by Windows Server 2011?
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Active Directory
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15. If you suspect a PC is infected with a virus, why is it not a good idea to perform anupgrade installation of Windows rather than a clean install?
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The virus might carry into the new installation
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16. After setting up a dual boot installation with Windows 7 and Vista, how do you bootthesystem into Vista?
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Select the Vista operating system when the boot loader menu appears during startup
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17. What dialog box can you use to change the computer name after Windows 7 isinstalled?
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The System Properties dialog box
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18. Is the Windows 7 setup disc a CD or DVD? Vista setup disc? XP setup disc?
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Win 7 DVD, Vista DVD, and XP CD
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19. After a Windows installation, what is the easiest way to determine that you haveInternetaccess?
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Open Internet Explorer and browse to a Web site.
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20. How many days do you normally have after a Windows installation to activate theOS?
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30 days
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21. What window in Windows 7 is used to solve connectivity problems on the network?
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The Network and Sharing Center
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22. What Windows 7 tool can you use to migrate user data and settings from a WindowsVista installation on one computer to the new Windows 7 installation on a differentcomputer?
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Windows Easy Transfer
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23. What is your primary Windows tool for managing hardware devices?
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Device Manager
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24. What window is used to uninstall an application in Windows 7?
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Programs and Features window
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25. Are you required to enter the product key during the Windows 7 installation? DuringtheXP installation?
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No; yes
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26. Using an unattended installation of Windows, what is the name of the fi le that holdstheresponses a technician would normally give during the installation?
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Answer file
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27. What are the two commands used by the User State Migration tool?
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ScanState and LoadState
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28. To use the User State Migration tool, how must a computer join the network?
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Connect through a Windows domain
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29. Where is the PXE programming code stored that is used to boot a computer when it issearching for an OS on the network?
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PXE is part of the BIOS which is stored on the motherboard
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30. Which boot device should be set as the fi rst boot device in BIOS setup when atechnician isconfi guring a computer to launch Windows PE on the deployment server?
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Ethernet
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THINKING CRITICALLY1. You are planning an upgrade from Windows Vista to Windows 7. Your systemuses anetwork card that you don’t fi nd listed on the Microsoft Windows 7 list ofcompatible devices. What do you do next?a. Abandon the upgrade and continue to use Windows Vista.b. Check the web site of the network card manufacturer for a Windows 7 driver.c. Buy a new network card.d. Install a dual boot for Windows Vista and Windows 7 and only use the networkwhen you have Windows Vista loaded.
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Answer: b. Check the Web site of the network card manufacturer for a Windows 7 driver.
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2. You have just installed Windows 7 and now attempt to install your favorite gamethatworked fine under Windows XP. When you attempt the installation, you get anerror.What is your best next step?a. Purchase a new version of your game, one that is compatible with Windows 7.b. Download any service packs or patches to Windows 7.c. Reinstall Windows XP.d. Install Windows XP Mode to run the game.
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Answer: b. Download any service packs or patches to Windows 7.
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2. If you fi nd out that Windows 7 does not support one of your applications andyou stillwant to use Windows 7, what can you do to solve this incompatibility problem?
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Possible answers:Set up a dual boot. Install Windows 7 and then install XP Mode. In XP Mode,install your application under XP. Install Windows 7 and then install a virtualmachine. Then install the OS and application in the VM.
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3. Is it possible to install Windows 7 on a system that does not have a DVD drive?Explainyour answer.
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Answer: Yes, possible solutions:Use an external DVD drive.Copy the files to a USB flash driveUse a DVD drive on another computer on your networkDownload the Windows 7 setup files from the Web
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Chapter 10Maintaining WindowsReviewing the Basics1. What are the three Windows settings critical to securing a computer that need tobe verified as part of regular maintenance?
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Windows updates happen automatically, antivirus software is up to date and is protectingthe system, and the network location is set correctly
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2. What folder holds the Windows registry? What folder holds a backup of theregistry?
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C:\Windows\system32\configC:\Windows\system32\config\RegBack
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3. What folder holds 32-bit programs installed in a 64-bit installation of Windows?
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C:\Program Files (x86)
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4. What file in the user account folder stores user settings?
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Ntuser.dat
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5. What is the purpose of the C:\Windows\CSC folder?
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It holds offline files and folders maintained by Windows Offline Files
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6. What is the purpose of the Windows.old folder?
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Created by Windows 7/Vista during the installation, it holds the previous installation of
Wndows |
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7. How can you delete the Windows.old folder?
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From the drive properties box, when you click Disk Cleanup
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8. By default, how often does Windows 7 automatically defrag a drive?
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Weekly
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9. What is another name for a fi le allocation unit, which is used to hold parts of a fi le onthehard drive?
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A cluster
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10. On what type of hard drive does Windows 7 disable defragmenting?
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On a solid-state drive
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11. What are two reasons to uninstall software you no longer use?
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To free up space on the hard drive and to speed up Windows startup
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12 What is the fi lename and normal path of the Windows paging fi le used for virtualmemory?.
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C:\pagefile.sys
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13. What type of storage media must be used to create a Windows 7 system image?
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An internal or external hard drive
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14. What two Windows utilities are used to create previous versions of fi les that can berecoveredfrom the fi le properties dialog box?
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Backup and Restore utility and System Protection utility
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15. Why is it important to not store a backup of drive C on to another partition on thesamehard drive?
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If the hard drive fails, both partitions will be lost.
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16. What does Windows XP call a backup of the critical system fi les it needs forWindowsoperations?
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System state data
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17. What is the %SystemRoot% folder as used in Microsoft documentation?
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The folder in which Windows is installed, usually C:\Windows
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18. What Windows 7/Vista utility creates restore points?
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System Protection
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19. How can you delete all restore points?
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Turn off System Protection
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20. In what folder are restore points kept?
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C:\System Volume Information
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21. Which dialog box can you use to manually create a restore point?
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The System Properties dialog box
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22. What is the difference between the fi le allocation table used by the exFAT fi lesystem andthe one used by the FAT32 fi le system?
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The exFAT file allocation table is 64 bits wide and the FAT32 file allocation table is 32bits wide
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23. List the steps to open an elevated command prompt window.
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Click Start, All Programs, Accessories, and right-click Command Prompt. Then selectRun as administrator from the shortcut window.
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24. In a command line, what is the purpose of the ? in a fi lename?
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It represents a single wildcard character.
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25. What is the purpose of the more parameter at the end of a command line?
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To list information one screen at a time
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26. What is the command to list all fi les and subdirectories in a directory?
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Dir /s
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27. Using Windows 7 or Vista, what type of command prompt window is needed to runtheChkdsk command?
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Elevated command prompt window
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28. When you want to use Chkdsk to fi x fi le system errors and the drive is not locked,whendoes Windows schedule the Chkdsk command to run?
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The next time Windows is started
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29. What command is intended to replace Xcopy?
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Robocopy
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30. Which Windows tool can you use to split a partition into two partitions?
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Disk Management
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31. Which is more stable, RAID implemented by Windows or RAID implemented byhardware?
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Hardware RAID is more stable.
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32. When you move a dynamic disk to a new computer, what status will DiskManagementfi rst assign the drive?
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Foreign drive
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33. Which editions of Windows 7 allow you to install a language pack by using WindowsUpdate?
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Windows 7 Ultimate and Windows 7 Enterprise
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Thinking Critically1. Write and test commands to do the following:(Answers can vary.)a. Create a folder named C:\data.b. Create a folder named C:\data\test1 and a folder named C:\data\test2.c. Copy Notepad.exe to the Test1 folder.d. Move Notepad.exe from the Test1 folder to the Test2 folder.e. Make C:\ the default folder.f. Without changing the default folder, list all fi les in the Test2 folder.g. Delete the Test2 folder.h. Delete the C:\data folder.
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A Md C:\dataB Md C:\data\test1Md C:\data\test2C Copy C:\Windows\Notepad.exe C:\data\Test1D Copy C:\data\test1\notepad.exe C:\data\test2Del C:\data\test1\notepad.exeE CD\F Dir C:\data\test2\*.*G Del C:\data\Test2\*.*RD C:\data\Test2H Del C:\data\Test1\*.*RD C:\data\test1RD C:\data
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2. You are trying to clean up a slow Windows 7 system and discover that the 75 GB harddrive has only 5 GB free space. The entire hard drive is taken up by drive C. What is thebest way to free up some space?a. Compress the entire hard drive.b. Move the \Program Files folder to an external hard drive.c. Delete the Windows.old folder.d. Reduce the size of the paging fi le.
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Answer: c. Delete the Windows.old folder
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3. Which is the best fi rst step to protect important data on your hard drive?a. Use dynamic disks to set up a striped volume so that the data has redundancy.b. Back the data up to another media.c. Compress the folder that holds the data.d. Put password protection on the data folder.
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Answer: b. Back the data up to another media
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Chapter 11Optimizing WindowsReviewing the Basics1. List four ways to start Task Manager.
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Press Ctrl+Alt+Delete Right-click a blank area on the taskbar, and then select Start TaskManager on the shortcut menu. Press Ctrl+Shift+Esc. Enter taskmgr.exe in the Search box.
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2. If a program is not responding, how can you stop it?
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In Task Manager, select the process and click the End Task button.
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3. If a necessary program is using too much of the system resources and bogging downotherapplications, what can you do to fi x the problem?
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Use Task Manager to lower the priority level of the program.
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4. How can you view a list of users currently logged onto the computer?
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Use the Users tab on the Task Manager window
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5. What is the program fi lename and extension of System Confi guration?
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Msconfig.exe
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6. Which Windows 7 tool can be used to see a history of problems a computer has hadsinceWindows was installed?
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Reliability Monitor
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7. What tool in Windows Vista, used to temporarily disable a startup program, is notavailable in Windows 7 or Windows XP?
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Software Explorer
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8. If a nonessential service is slowing down startup, how can you permanently disable it?
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Use the Services console and set the startup type to Disabled.
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9. What should be the startup type of a service that should not load at startup but might beused later after startup? What tool can you use to set a service’s startup type?
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Manual, Service console
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10. List three snap-ins that can be found in the Computer Management console that areusedto manage hardware and track problems with hardware.
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Event Viewer, Device Manager, and Disk Management
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11. What is the fi le extension of a console that is managed by Microsoft ManagementConsole?
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.msc
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12. Name the program fi lename and fi le extension for the Microsoft ManagementConsole.
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mmc.exe
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13. Which log in Event Viewer would you use to fi nd out about attempted logins to acomputer?
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Security log
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14. Which log in Event Viewer would you use if you suspect a problem with the harddrive?
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System log
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15. Which three Windows 7 tools are contained in the Vista Reliability and PerformanceMonitor?
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Performance Monitor, Resource Monitor, and Reliability Monitor
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16. What is the path to the Ntuser.dat fi le in Windows 7?
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C:\Users\username\Ntuser.dat
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17. How is the Ntuser.dat fi le used?
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Holds the preferences and settings of a user
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18. Which registry key contains information that Device Manager uses to displayinformationabout hardware?
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HKLM\HARDWARE
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19. Which Windows 7/Vista tool can give you a quick report of the overall performanceof thesystem expressed as a single number?
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Windows Experience Index
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20. To improve Windows performance, you decide to disable the indexer used forWindowssearch. Will Windows search still work?
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Yes
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21. What three indicators in Task Manager can be used to fi nd which program has amemoryleak?
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Memory - Private Working Set, Handles, and Threads
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22. What key do you press at startup to load the system in Safe Mode?
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F8
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23. If performance improves when Windows is loaded in Safe Mode, what can youconclude?
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The problem is caused by non-essential startup services or programs
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24 . If performance does not improve when Windows is loaded in Safe Mode, what canyouconclude?
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The problem is caused by a hardware device, a critical driver, or a Windows component.
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25. When using MSconfi g to stop startup services including Microsoft services, whichserviceshould you not stop so that restore points will not be lost
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Volume Shadow Copy
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26. In what folder does Task Scheduler keep scheduled tasks?
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C:\Windows\System32\Tasks
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27. What are the two folders where, by default, Windows stores installed software?
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C:\Program Files
C:\Program Files (x86) |
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28. What must you do fi rst before you can delete the program folder containing softwarethatis running in the background?
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You must first stop the software
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29. What is the purpose of the Wow6432Node subkey in the Windows registry?
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This key is used by 32-bit programs installed in a 64-bit OS
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30. What is the name of the window used to uninstall software in Windows 7/Vista?
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Programs and Features window
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Thinking Critically1. You need to install a customized console on 10 computers. What is the best waytodo that?a. When installing the console on the fi rst computer, write down each step to make iteasier to do the same chore on the other nine.b. Create the console on one computer and copy the .mmc fi le to the other nine.c. Create the console on one computer and copy the .msc fi le to the other nine.
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Answer: c. Create the console on one computer and copy the .msc file to the other nine.
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2. What is the name of the program that you can enter in the search box to execute EventViewer? What is the process that is running when Event Viewer is displayed on thescreen?Why do you think the running process is different from the program name?
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Answer: Eventvwr.msc, mmc.exe, Event Viewer is a console and MicrosoftManagement Console is managing the console.
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3. When cleaning up the startup process, which of these should you do fi rst?a. Use the Registry Editor to look for keys that hold startup processes.b. Run Msconfi g to see what processes are started.c. After you have launched several applications, use Task Manager to view a list ofrunning tasks.d. Run the Defrag utility to optimize the hard drive.
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Best answer: b. Run Msconfig to see what processes are started.
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4. Using the Internet, investigate each of the following startup processes. Identify theprocessand write a one-sentence description.a. Acrotray.exeb. Ieuser.exe
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Possible answers:a. Acrotray.exe belongs to Adobe Acrobat Traybar Assistant and provides ashortcut to configure Adobe products. It is not essential to Adobe productsrunning successfully.b. Ieuser.exe belongs to Internet Explorer. It is launched before IE launches toset the security level to medium. It is required for IE to run successfully.
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5. Using Task Manager, you discover an unwanted program that is launched at startup.Ofthe following items, which ones might lead you to the permanent solution to theproblem?Which ones would not be an appropriate solution to the problem? Explain why they arenot appropriate.a. Look at the registry key that launched the program to help determine where inWindows the program was initiated.b. Use Task Manager to disable the program.c. Search Task Scheduler for the source of the program being launched.d. Use Msconfi g to disable the program.e. Search the startup folders for the source of the program.
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Answer: These answers might lead to a solution:a. Look at the registry key that launched the program to help determine wherein Windows the program was initiated.c. Search Task Scheduler for the source of the program being launched.e. Search the startup folders for the source of the program.Two items would not be appropriate:b. Use Task Manager to disable the program. This is not a solution, only atemporary fix.d. Use Msconfig to disable the program. This is only a temporary fix.Msconfig should not be considered a permanent solution to a problem.
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Chapter 12Troubleshooting Windows and ApplicationsReviewing the Basics1. What are the six steps that you can use to solve any computer problem? |
1) Interview the user and back up data, 2) Examine the system and form a theory of probable cause or your best guess, 3) Test your theory, 4) Plan a solution and implement it, 5) Verify all works and take appropriate preventive measures, and 6) Document what happened and the outcome. |
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2. Blue screen errors happen when which type of processes encounter an error? |
Processes running in kernel mode |
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3. In what folder are driver fi les stored? |
C:\Windows\System32\drivers |
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4. What is the command to use the Memory Diagnostics tool? |
mdsched.exe |
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5. What method can you use to test memory on a Windows XP system by using the MemoryDiagnostics tool without having to install Windows 7 or Vista on the system? |
Boot the system from the Windows 7/Vista DVD and click Windows Memory Diagnostics Tool under the System Recovery Options |
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6. What is the command to use the System File Checker to immediately verify system fi les?To verify system fi les on the next restart? |
sfc /scannow, sfc /scanonce |
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7. How many bits does an x86-based operating system process at one time? |
32 bits |
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8. What GUI tool can you use to stop a program that is hung? |
Task Manager |
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9. What command-line tool can you use to stop a program that is hung? |
Taskkill or tskkill |
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10. How can you eliminate the possibility that an application error is caused by anotherapplication or service running in the background? |
Run the application after starting the system in Safe Mode. |
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11. How does Windows know which application to use to open a fi le when you double-clickthe file in Windows Explorer? |
Windows uses the file extension and associates a file extension to an application. |
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12. Which Windows tool can you use to install the drivers needed so that a user can open adata fi le using an application that is normally not used with the fi le? |
Data Sources (ODBC) |
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13. Which two tools might a software developer or system administrator use to register a componentof an application in the Windows registry? |
Component Services (COM+) and Regsvr32 |
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14. If an application works when the system is loaded in Safe Mode, but does not work whenWindows is loaded normally, what can you assume? |
The problem is not with the application but with the OS, device drivers, or other programs loaded at startup. |
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15. When an application written for Windows XP does not work in Windows 7, which toolshould you attempt to use fi rst to solve the problem, Compatibility Mode or XP Mode?Why? |
Compatibility Mode because it uses less system resources than XP Mode. |
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Thinking Critically1. Categorize each of the following tasks or decisions into one of the six steps to troubleshootany computer problem.a. Set up a backup schedule.b. Reimage Windows 7.c. Decide the problem must be a corrupted video driver.d. Copy Word documents to a USB fl ash drive.e. Apply a restore point. |
Answers: a. Step 5, b. Step 4, c. Step 2, d. Step 1, e. Step 4 |
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2. As a helpdesk technician, list four good detective questions to ask if a user calls to say,“My PC won’t boot.” |
Answers will vary, but might include: What happens when you push the start button? Is the switch on the rear of the case turned on? Is the power strip turned on? Do you see anything on your screen? Do you see lights on the monitor or computer case? Have you recently installed any new hardware or software? When was the last time your PC booted correctly? What has happened in the meantime? |
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3 Reword the following questions that might be asked when interviewing a user over thetelephone. Your new questions should refl ect a more positive attitude toward the user.a. Did you drop your laptop?b. Did you forget to recharge the laptop battery?c. You say the problem is that Microsoft Word is giving an error, but do you really knowhow to use that application? |
Answers will vary, but may include:a. Is it possible that the laptop might have been dropped?b. When was the last time the battery was recharged?c. Could you please tell me exactly what the error message says? |
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4. A user tells you that Microsoft Word gives errors when saving a fi le. What should you donext?a. Install Windows updates that also include patches for Microsoft Word.b. Ask the user when the problem fi rst started.c. Ask the user to save the error message as a screen shot the next time the error occursand email it to you.d. Use Task Manager to end the Microsoft Word program. |
Answer: b. Ask the user when the problem first started. |
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Chapter 13Troubleshooting Hardware ProblemsReviewing the Basics1. When you first turn on a computer and you don’t hear a spinning drive or fan or see indicator lights, is the problem hardware or software related? |
Hardware related |
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2. What is a Windows error message called that appears on a blue screen? |
The blue screen of death or BSOD |
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3. How many beeps does startup BIOS give to indicate a successful POST?
|
One beep |
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4. Which two components in a system might give out a loud whining noise? |
The power supply and hard drive |
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5. What Windows utility can you use to test RAM? |
Memory Diagnostics |
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6. What is the purpose of standoffs installed between the bottom of the case and the motherboard? |
To protect the motherboard against a shock |
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7. If a system hangs after being used for several hours and you suspect overheating, what can you do to easily monitor the CPU and system temperature? |
Install temperature monitoring software such as SpeedFan. |
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8. What are two reasons to tie cables up and out of the way inside a computer case? |
So they don’t block airflow across the processor or get in the way of fans turning. |
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9. Why should a tower case not sit on thick carpet? |
The carpet might prevent good air flow |
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10. For most computer cases, does air flow from front to rear or rear to front? |
Air flows from front to rear |
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11. What should you do if you get the POST error “CMOS checksum bad”? |
Run BIOS setup and reset BIOS to default settings. If the problem occurs again, try flashing the BIOS. |
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12. What can you do if a port on the motherboard is faulty and a device requires this type of port? |
Disable the port in BIOS and install an expansion card to provide the same type port or connector |
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13. If you see artifacts on the screen before Windows loads, why can you eliminate the video drivers as the source of the problem? |
Because the video drivers are not loaded until after Windows loads. |
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14. What can you do to stop a computer from repeatedly restarting in a continuous loop? |
Press F8 to load the Advanced Boot Options menu. Then select Disable automatic restartson system failure |
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15. What is the screen resolution used by VGA mode? |
640 x 480 |
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16. What can you do to protect a keyboard that is used in an extremely dusty area? |
Use a keyboard cover |
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17. Why is not a good practice to unpack computer parts immediately after they have been delivered on a cold day? |
So that the computer parts are not subjected to condensation and static electricity that can be caused by sudden changes in temperatures. |
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18. Why is it not a good idea to throw used button batteries in the trash? |
Because they contain silver oxide, mercury, lithium, or cadmium and are considered hazardous waste. |
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19. What device can keep a computer running during a brownout? |
An Uninterruptable Power Supply (UPS) |
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20. How is the best way to get rid of laser printer toner cartridges? |
Return them to the manufacturer or dealer to be recycled. |
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Thinking Critically1. You upgrade a faulty PCIe video card to a recently-released higher-performing card. Now the user complains that Windows 7 hangs a lot and gives errors. Which is the most likely source of the problem? Which is the least likely source?a. Overheatingb. Windows does not support the new cardc. The drivers for the card need updatingd. Memory is faulty |
Answer: The most likely source is (c) The drivers for the card need updating. Since thecard is recently released, it’s unlikely that Windows 7 does not support the card. Therefore, the least likely source of the problem is (b) Windows does not support the new card. |
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2. What should you immediately do if you turn on a PC and smell smoke or a burning odor?a. Unplug the computerb. Dial 911c. Find a fire extinguisherd. Press a key on the keyboard to enter BIOS setup |
Answer: a. Unplug the computer |
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3. When you boot up a computer and hear a single beep, but the screen is blank, what can you assume is the source of the problem?a. The video card or onboard videob. The monitor or monitor cablec. Windows startup d. The processor |
Answer: b. The monitor or monitor cable |
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4. You suspect that a power supply is faulty, but you use a power supply tester tomeasure its voltage output and find it to be acceptable. Why is it still possible that the power supply may be faulty? |
Answer: Because the problem with the power supply might be intermittent |
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5. Someone asks you for help with a computer that hangs at odd times. You turn it on and work for about 15 minutes, and then the computer freezes and powers down. What do you do first?a. Replace the surge protector.b. Replace the power supply.c. Wait about 30 minutes for the system to cool down and try again.d. Install an additional fan. |
Answer: c. Wait about 30 minutes for the system to cool down and try again. |
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Chapter 14Troubleshooting Windows Startup ProblemsReview Questions1. What test does startup BIOS perform when you first turn on a computer to verify it cancommunicate with essential hardware devices? |
POST (power-on self test) |
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2. Where is the partition table on a hard drive found? |
In the first sector on the drive called the Master Boot Record (MBR) |
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3. Is the BootMgr fi le stored in the boot partition or the system partition? |
System partition |
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4. Where is the master boot record (MBR) located? |
First sector of the hard drive |
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5. What is the name of the Windows 7 boot loader program? Where is the program located? |
WinLoad.exe, C:\Windows\System32 |
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6. What is the name of the Windows 7 kernel program? |
Ntoskrnl.exe |
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7. What is the name of the program that manages Windows logon? |
Winlogon.exe |
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8. Which registry hive is loaded first during Windows startup? |
The System hive |
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9. Where does Windows store device driver fi les? |
C:\Windows\System32\Drivers |
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10. During Windows 7 startup, how can you know when the Windows kernel has loadedsuccessfully? |
When the Windows 7 flag appears |
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11. Blue screen errors happen when which type of processes encounter an error? |
Processes running in kernel mode |
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12. What method can you use to test memory on a Windows XP system by using theWindows 7 Memory Diagnostics tool without having to install Windows 7 on the system? |
Boot the system from the Windows 7 DVD and use the Windows Memory Diagnostics Tool under the System Recovery Options |
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13. What is the command to use the System File Checker to immediately verify system files?To verify system files on the next restart? |
sfc /scannow, sfc /scanonce |
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14. Which key do you press to launch the Advanced Boot Options window during Windowsstartup? |
F8 |
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15. A blue screen error halts the system while it is booting, and the booting starts over in anendless loop of restarts. How can you solve this problem using the Advanced Boot Optionsscreen? |
Press F8 at startup and select Disable automatic restart on system failure on the Advanced Boot Options menu. |
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16. What can you assume about the Windows 7 startup when you see the Windows 7 fl agon-screen? |
The Windows graphics subsystem is running and the kernel has successfully loaded |
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17. When is the Windows startup process completed? |
The Windows startup is officially completed when the Windows desktop appears and the wait circle disappears. |
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18. At what point in Windows startup are the settings that are called the Last Known GoodConfiguration saved? |
When the user logs onto Windows |
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19. What command in Windows RE can you use to rebuild the BCD fi le? |
Bootrec /rebuildBCD |
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20. What command in Windows RE gives you the opportunity to manage partitions and volumesinstalled on the system? |
diskpart |
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21. Which log in Event Viewer only tracks errors and warnings? |
The Administrative Events log |
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22. If you are having a problem with a driver, which of the following is the least invasive solution:update the driver or use System Restore? |
Update the driver |
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23. What are the three stages of the Windows 7/Vista startup process? |
Before the progress bar appears, after the progress bar appears and before logon, after logon |
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24. What is the name of the log fi le and its location that were created when you enabledbootlogging from the Advanced Boot Options startup menu? |
C:\Windows\ntbtlog.txt |
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25. What information is contained in theC:\Windows\System32\LogFiles\SRT\SRTTrail.txt fi le? |
The file contains a list of items examined and actions taken by the Startup Repair process |
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Thinking Critically1. When the Windows 7 registry is corrupted and you cannot boot from the hard drive,whattool or method is the best option to fi x the problem?a. Boot into Safe Mode and use System Restore to repair the registry.b. Use the Last Known Good Confi guration on the Advanced Boot Options menu.4c. Use commands from the Windows Recovery Environment to recover the registry frombackup.d. Reinstall Windows 7 using a system image. |
Answer: c. Use commands from the Windows Recovery Environment to recover theregistry from backup |
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2. Your Windows 7 system boots to a blue screen stop error and no desktop. What do youdo fi rst?a. Reinstall Windows 7.b. Attempt to boot into the Advanced Boot Options menu.c. Attempt to boot into Windows RE using the Windows setup DVD.d. Verify the system is getting power. |
Answer: b. Attempt to boot into the Advanced Boot Options menu |
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3. You have important data on your hard drive that is not backed up and your Windowsinstallation is so corrupted you know that you must repair the entire installation. What doyou do fi rst? Explain your answer.a. Use System Restore.b. Make every attempt to recover the data.c. Perform an in-place upgrade of Windows 7.d. Reformat the hard drive and reinstall Windows 7. |
Answer: b. Make every attempt to recover the data because the data might or definitelywill be destroyed when using the other options |
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4. Your computer displays the error message “A disk read error occurred.” You try tobootfrom the Windows setup DVD and you get the same error. What is most likely theproblem?a. The Windows setup DVD is scratched or damaged in some way.b. The hard drive is so damaged the system cannot read from the DVD.c. Both the optical drive and the hard drive have failed.d. Boot device order is set to boot from the hard drive before the optical drive. |
Answer: d. Boot device order is set to boot from the hard drive before the optical drive |
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5. When a driver is giving problems in Windows, which tool offers the least intrusivesolution?a. Device Managerb. System Restorec. System image recoveryd. Last Known Good confi guration |
Answer: a. Device Manager |
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6. An error message is displayed during Windows 7 startup (before the fl ag appears)abouta service that has failed to start, and then the system locks up. You try to boot into SafeMode, but get the same error message. What do you try fi rst? Second?a. Use the command prompt to edit the registry.b. Select the Last Known Good Confi guration on the Advanced Boot Options menu.c. Perform an in-place upgrade of Windows 7.d. Boot to Windows RE and perform a Startup Repair. |
Answer: d. Boot to Windows RE and perform a Startup Repair.b. Select the Last Known Good Configuration on the Advanced Boot Options menu. |
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Chapter 17Windows Resources on a NetworkReviewing the Basics1. Which editions of Windows can be used to serve up Remote Desktop? |
Business, Professional, Ultimate, and Enterprise editions. |
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|
2. What is the listening port for Remote Desktop? |
Port 3389 |
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3. Explain the difference when a user sees http:// in a browser address box and when theuser sees https:// in the address box. |
Https indicates the data passed from the user to the Web site will be encrypted. Http datais not encrypted. |
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4. Which has more rights, a standard account or a guest account? |
A standard account |
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5. What folder in Windows 7/Vista is intended to be used for folders and fi les that allusers share? |
C:\Public folder |
|
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6. When using the Control Panel in Windows 7, what two types of user accounts can becreated? |
Administrator and standard accounts |
|
|
7. Which Windows console is used to create a new user group? |
Computer Management console |
|
|
8. Why doesn’t the Properties box for a fi le have a Sharing tab? |
Share permissions do not apply to files |
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|
9. When you view the Properties box for a folder, why might the Security tab be missing? |
Because the folder’s volume is not NTFS. |
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|
10. What is the term Windows XP uses to describe sharing fi les in a way that gives nocontrolover which users have access to a shared fi le? |
Simple file sharing |
|
|
11. What type of permission does a folder receive from its parent folder? |
Inherited permissions |
|
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12. What type of permissions must be used for a folder on a FAT volume? |
Share permissions |
|
|
13. If a folder has 10 subfolders, what is the easiest way to change the permissions for all10folders? |
Change the permissions of the parent folder |
|
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14. If you are having a problem changing the permissions of a folder that was created byanother user, what can you do to help solve the problem? |
Take ownership of the folder |
|
|
15. A shared folder whose name ends with a $ is called a(n) ____.35081_ |
Hidden share |
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|
16. What command do you enter in the Explorer search box to access the Remote Adminshare on the computer named Fin? |
\\Fin\admin$ |
|
|
17. What is the full command line to use ipconfi g to release the current IP address? |
ipconfig /release |
|
|
18. What is the full command line for the loopback address test command? |
Ping 127.0.0.1 |
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19. What command can tell you if two computers on the same network have the samecomputer name? |
Net view |
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|
20. What command lists the shared resources on a remote computer on the network? |
Net view |
|
|
21. Which type of net command can be used to map a network drive? |
Net use |
|
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22. Which command tests for connectivity between two computers? |
Ping |
|
|
23. Which command is used to fi nd the host name of a computer when you know itsIP address? |
Nslookup or Ping |
|
|
24. Which command can give you the hop count from your computer to another? |
Tracert |
|
|
25. What parameter can be added to the netstat command so that you can see whatprogramsare using a network connection? |
Netstat –b |
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26. What TCP/IP utility would you use to display the route taken over the Internet by acommunication between a web browser and web server |
Tracert |
|
|
27. What utility would you use to display information about the name space kept by aDNSserver for a particular domain name? |
NSLookup |
|
|
28. How can you physically tell if a network card is not working? |
Check the status indicator lights |
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|
29. To know if Windows recognizes a NIC without errors, which tool do you use? |
Device Manager |
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|
30. List the steps to recycle the connection to an ISP when using a cable modem androuter. |
Unplug or the cable modem, DSL modem, or other device that you use to connect to yourISP. Unplug the router.1. Plug in the cable modem, DSL modem, or other ISP device. Wait until thelights settle. Then plug in your router.42. On any PC on your network, repair the network connection. Open yourbrowser and try to browse some web sites. |
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Thinking Critically1. Suppose your SOHO network connects to the Internet using cable modem. When youopenyour browser and try to access a web site, you get the error, “Internet Explorer cannotdisplaythe webpage.” What might be the problem(s) and what do you try fi rst? Second?a. The cable modem service is down. Recycle the SOHO router and cable modem.b. Windows networking has a problem. In the Network and Sharing Center, try to repairthe connection.c. The network adapter is giving errors. Go to Device Manager and check for reportedproblems.d. The network cable is loose or disconnected. Check the lights near the network port forconnectivity. |
Answers:First try (d) The network cable is loose or disconnected. Check the lights near thenetwork port for connectivity.Next try (b) Windows networking has a problem. In the Network and Sharing Center, tryto repair the connection.(Always start network troubleshooting by checking the simple things first.) |
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2. Your organization has set up three levels of data classifi cation accessed by users on asmallnetwork:• Low security: Data in the C:\Public folder• Medium security: Data in a shared folder that some, but not all, user groups can access• High security: Data in a shared and encrypted folder that requires a password to access.The folder is shared only to one user group.Classify each of the sets of data:a. Directions to the company Fourth of July partyb. Details of an invention made by the company president that has not yet been patentedc. Résumés presented by several people applying for a job with the companyd. Payroll spreadsheetse. Job openings at the company |
Answer: a. Low, b. High, c. Medium, d. Medium or High, e. Low |
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3. You work in the Accounting Department and have been using a network drive to postExcel workbook fi les to your fi le server as you complete them. When you attempt tosavea workbook fi le to the drive, you see the error message: “You do not have access to thefolder ‘J:\’. See your administrator for access to this folder.” What should you do fi rst?Second? Explain the reasoning behind your choices.a. Ask your network administrator to give you permission to access the folder.b. Check Windows Explorer to verify that you can connect to the network.c. Save the workbook fi le to your hard drive.d. Using Windows Explorer, remap the network drive.e. Reboot your PC. |
Answer: c. Save the file to your hard drive; you don’t want to lose your work while youtroubleshoot the problem. b. Check Windows Explorer to verify that you can connect tothe network; if the network is down, the network drive map does not work. |
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Chapter 18Security StrategiesReviewing The Basics1. Why is it more secure to require a user to press Ctrl+Alt+Delete to log on rather thandisplaying the Windows Welcome screen? |
Because malware can sometimes fake the Windows Welcome screen to trick a user intogiving his Windows password. |
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|
2. Which window in Control Panel is used to require a Windows password to wake up asleeping computer? |
The Power Options window |
|
|
3. Which two tools can be used to reset a Windows password for another user when usingWindows 7 Home Premium? |
The netplwiz utility and the Change Password window in Control Panel |
|
|
4. Why is PINE963$&apple not a strong password? |
Because it contains real words |
|
|
5. Which link in the Windows Firewall window allows you to add a port to the list ofexceptionsallowed through the fi rewall? |
Advanced settings |
|
|
6. Which policy in Group Policy must be enabled before you can monitor failed attemptsatlogging onto a Windows system? |
Audit logon event |
|
|
7. What hardware component is needed to set up BitLocker Encryption so that you can2authenticate the computer? |
A TPM chip on the motherboard |
|
|
8. What Windows utility can you use to change the name of the built-in Administratoraccount? |
Group Policy |
|
|
9. What type of employee badge does not have to be swiped by a card reader to allow theemployee through a door? |
RFID badge |
|
|
10. Which type of biometric data is considered the most secure? |
Retinal scanning |
|
|
11. Which is better to destroy sensitive data on a hard drive, a low-level format, drill, ordegausser? |
Degausser |
|
|
12. What tool is best to use when destroying data on an SSD drive? Where can you getthis tool? |
ATA Secure Erase utility provided by the drive manufacturer |
|
|
13. What device can be installed on a laptop to prevent shoulder surfi ng? |
Privacy filter |
|
|
14. Defi ne and explain the differences between a virus, worm, and Trojan. |
A virus is a program that can replicate by attaching itself to another program. A wormcan spread copies of itself throughout a network without a host program. A Trojan, like aworm, does not need a host program to work; it substitutes itself for, and pretends to be, alegitimate program. |
|
|
15. What are the two best ways to protect a computer or network against worms? |
Use a firewall and run AV software |
|
|
16. What is the best way to determine if an email message warning about a virus is ahoax? |
Check web sites that track virus hoaxes |
|
|
17. What is the fi rst thing you should do when you discover a computer is infected withmalware? |
Quarantine the computer so it will not infect other computers on the network |
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|
18. What does AV software look for to determine that a program or a process is a virus? |
A virus signature |
|
|
19. Which antispyware software is embedded in Windows 7? |
Windows Defender |
|
|
20. Why is it helpful to run AV software in Safe Mode? |
Because malware is less likely to be running in the background to prevent AV softwarefrom running or detecting the malware |
|
|
21. What registry key keeps information about services that run when a computer isbootedinto Safe Mode? |
HKLM\System\CurrentControlSet\Control\SafeBoot |
|
|
22. What folder is used by Windows to hold restore points? |
System Volume Information folder |
|
|
23. What must you do to allow AV software to scan and delete malware it might fi nd inthe4data storage area where restore points are kept? |
Turn off System Protection. |
|
|
24. What is the best tool to use to fi nd out the purpose of a program that is running onyoursystem? |
The web, especially the Microsoft web sites |
|
|
25. What software can you use to display a process tree that shows how processes relate,yielding more information than given by Task Manager |
Process Explorer at technet.microsoft.com |
|
|
Thinking Critically1. In which policy group of Group Policy is the policy that requires a smart card be usedtoauthenticate a user to Windows?a. Computer Confi guration, Windows Settings, Security Settings, Local Policies,Biometricsb. Computer Confi guration, Administrative Templates, System, Logonc. Computer Confi guration, Windows Settings, Security Settings, Local Policies,SecurityOptionsd. User Confi guration, Administrative Templates, System, Logon |
Answer: c. Computer Configuration, Windows Settings, Security Settings, Local Policies,Security Options |
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2. Which two of the following program fi les are likely to be malware? Why?a. C:\Windows\Sys\lsass.exeb. C:\Windows\SearchIndexer.exe running under a user accountc. C:\Windows\System32\lsass.exe running under the SYSTEM accountd. C:\Windows\System32\cmd.exe running under a user account |
Answers:5First program: a. C:\Windows\Sys\lsass.exe because C:\Windows\Sys is not a normalWindows folder.Second program: b. C:\Windows\SearchIndexer.exe running under a user accountbecause the program is in the wrong folder and it should be running under the SYSTEMaccount |
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3. You open a folder Properties box to encrypt the folder, click Advanced, and discoverEncrypt contents to secure data is dimmed. What is the most likely problem?a. Encryption has not been enabled. Use the Computer Management console to enable it.b. You are not using an edition of Windows that supports encryption.c. Most likely a virus has attacked the system and is disabling encryption.d. Encryption applies only to fi les, not folders. |
Answer: b. You are not using an edition of Windows that supports encryption. |
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4. A virus has attacked your hard drive and now when you start up Windows, instead ofseeinga Windows desktop, the system freezes and you see the blue screen of death. You haveextremely important document fi les on the drive that you cannot afford to lose. What doyou do fi rst? Explain your answer.a. Try a data-recovery service even though it is very expensive.b. Remove the hard drive from the computer case and install it in another computer.c. Try GetDataBack by Runtime Software (www.runtime.org) to recover the data.d. Use Windows utilities to attempt to fi x the Windows boot problem.e. Run antivirus software to remove the virus |
Answer:b. Remove the hard drive from this computer case and install it in another computer.Because recovering the data is certainly the top priority, you don’t want to do anything torisk doing further damage to this data. First remove the hard drive from this computercase and install it in another computer. Then boot into Windows and try copying the datafrom the bad hard drive to the good drive. After you’ve recovered the data, you can useAV software on the second computer to scan the hard drive for malware. |
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|
5. AV software has removed malware from a highly infected system. After the fi rstreboot, an6error message is displayed that contains a reference to a strange DLL fi le that is missing.Which two options should you use to begin troubleshooting?a. Run the AV software again.b. Run Msconfi g and look for startup entries that are launching the DLL.c. Run Regedit and look for keys that refer to the DLL.d. Search the web for information about the DLL. |
Answer: b. Either run Msconfig and look for startup entries that are launching the DLLor d. search the web for information about the DLL. Both are good choices. |
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Chapter 20Mobile Devices and Client-side VirtualizationReviewing the Basics1. What is the symbol or icon that represents an Apple product? What is the symbol oricon that represents Android? |
The Apple icon is an apple with a bite out of it. Android icon is a robot. |
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|
2. What are the last three releases of the Android OS in number and in name? |
Last three releases of Android are Gingerbread (version 2.x), Honeycomb (version 3.x),and Ice Cream Sandwich (version 4.x). |
|
|
3. What company provides and oversees the Android marketplace? What is the web siteof this marketplace? |
Google at play.google.com or google.com/play |
|
|
4. List three Apple devices that use the iOS. |
iPhone, iPad, and iPod touch |
|
|
5. Who is the sole distributor of apps for the iOS? |
Apple Computers |
|
|
6. What is one disadvantage to users when using an open-source operating system on amobile device? |
Answers can vary. One answer is apps might not be high quality or bug-free. |
|
|
7. Which mobile device OS supports an SD card and USB port, iOS or Android? |
Android |
|
|
8. Which programming language is used to write most Android apps? Apple requires thatiOS apps be written in one of which three programming languages? |
Java. Objective-C, C, or C++ |
|
|
9. How can you confi gure a mobile device so it cannot connect to any network? |
Set it in airplane mode |
|
|
10. Which type of network connection requires that two devices pair before theconnection is completed? |
Bluetooth |
|
|
11. Which email protocol downloads email to be managed on the client machine?Manages email on the server? |
POP, IMAP |
|
|
12. Which email protocol uses port 110? 143? 993? 995? |
POP, IMAP, IMAP over SSL, POP over SSL |
|
|
13. Which security protocol is used to encrypt email? |
SSL |
|
|
14. Which email server uses ActiveSync to sync all email, contacts, and calendar updateson the server and client machines, including mobile devices? |
Microsoft Exchange |
|
|
15. What software must be installed on your computer before you can upgrade theversion of iOS on your mobile device? |
iTunes |
|
|
16. What are the steps to confi gure an iPhone so it can be located if it is lost? |
Tap Settings, iCloud, Find My iPhone. |
|
|
17. How many failed logins on an iPad must happen before the device is locked? |
Ten failed logins |
|
|
18. Which procedure is the least-intrusive solution to a problem with the iOS, to reset aniOS device or to restore an iOS device? |
To reset the device |
|
|
19. When you attempt to set up an email account on an Android device using theautomatic configuration feature and the setup fails, what do you do next? |
Try to set it up manually by unchecking Automatically configure account |
|
|
20. List the steps to update the Android OS on a smartphone. |
Open the Settings app, tap About phone and tap System updates. |
|
|
21. What are the three methods you can use on an Android to lock the screen? Whichmethod is the most secure? |
Pattern, PIN, and Password lock. The Pattern is the most secure. |
|
|
22. Which type of client-side virtualization creates a virtual environment in memory foran application to run on a client machine? |
Application virtualization |
|
|
23. In Question 22, what Microsoft software can be used to create this environment? |
Microsoft Application Virtualization (App-V) |
|
|
24. List two types of hypervisors and describe their fundamental differences. |
A Type 1 hypervisor installs before any OS installs. A Type 2 hypervisor installs as anapplication in an OS. |
|
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25. What are the three main ways to secure a VM? |
Use security features within the VM as you would for a physical machine, isolate theVM, protect the underlying files that are used to hold the VM. |
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Thinking Critically1. Suppose you fi nd an app that cost you $4.99 missing on your Android. What is thebest way to restore the missing app?a. Go to backup storage and perform a restore to recover the lost app.b. Purchase the app again.c. Go to the app store where you bought the app and install it again.d. Go to the Settings app and perform an application restore. |
Answer: c. Go to the app store where you bought the app and install it again. |
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2. Suppose you and your friend want to exchange document fi les on your Android tabletand her Android phone. What is the easiest way to do the exchange?a. Copy the fi les to an SD card and move the SD card to each device.b. Email the documents to each other.c. Each of you create a Dropbox account and use the dropbox to share the fi les.4d. Pair the two devices using a Bluetooth connection and then share the document fi les.e. Set up a Google Docs account and share the account |
Two good answers are: a. Copy the files to an SD card and move the SD card to eachdevice, and b. Email the documents to each other. |
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3. You have set up your Android phone using one Google account and your Androidtablet using a second Google account. Now you would like to download the apps youpurchased on your phone to your tablet. What is the best way to do this?a. Buy the apps a second time from your tablet.b. Set up the Google account on your tablet that you used to buy apps on your phone andthen download the apps.c. Back up the apps on your phone to your SD card and then move the SD card to yourtablet and transfer the apps.d. Call Google support and ask them to merge the two Google accounts into one. |
Answer: b. Set up the Google account on your tablet that you used to buy apps on yourphone and then download the apps |
