Which of the following are valid ports for printing over a network? (Select TWO)
computernamesharename, IP_ip_address
Which of the following types of portable media offers the LARGEST storage capacity?
DVD.DL
While performing a preventative maintenance check on a personal computer, a technician notices
that several unused expansion card slots have open ports. Which of the following BEST describes
why the covers for these card slots should be reinstalled?
Help ensure proper air flow through the case.
Which of the following protocols uses port 80?
HTTP
Which of the following allows verification of the port that a printer is currently using?
Properties of the printer from the Printers Control Panel
Users are reporting that print jobs being sent to a shared printer are not printing. A technician has
verified the printer is online and prints a configuration page from the printer. Which of the following
is the MOST likely cause of the issue? (Select TWO).
A job in error status is at the top of the print queue. &
The printers IP address has changed.
Which of the following connector types is used with twisted pair cable?
RJ-45
Which of the following bus speeds is used for a PCIe card? (Select TWO).
1x & 8x
A user calls and says they cannot get to the Internet. How would a technician walk the user
through checking the IP address and default Gateway on the computer?
Start>Run>typecmd>click OK>type ipconfig /all>press enter key and ask user to read the
results.
Which of the following BEST describes the function of a DNS server?
Provides resolution of host names to IP addresses.
Which of the following is needed to perform an ASR restore in Windows XP?
Operating system CD
Which of the following commands verifies connectivity between two hosts? (Select TWO)
tracert, ping
A technician notices that there is a second partition on the primary hard drive. This partition is not
assigned a drive letter and is not accessible from Windows. Which of the following is the MOST
likely explanation for this extra partition?
A recovery partition put there by the manufacturer.
Which of the following describes the 25 or 9 pin connector with male pins on the back of a laptop
computer?
Serial port
A technician needs to assign a default subnet mask for a class B network to a network device that
was just installed. Which of the following would the technician use?
255.255.0.0
Which of the following printers would be the BEST choice for printing on multi-part forms?
Impact printer
A user reports that their computer suddenly will not boot. When the technician arrives, they
discover that the user is very worried they will not be able to complete a research paper they’ve
been working on which is due by the end of the day. Which of the following is an appropriate
response to the users concerns?
I understand your concern, and will try to have your computer working again as quickly as
possible so that you can finish your report.
Which of the following hardware is hot pluggable? (Select THREE).
eSATA , Express Card/54 , USB
Which of the following is an advantage of upgrading to a 64-bit version of Windows?
More than 4GB of RAM, in some cases up to 128GB of RAM can be supported.
A technician is replacing fifteen 21 CRTs with 19 LCDs. The storage room is on the other side of
the building. Which of the following safety measures should the technician take?
Ask several technicians for help in lift the CRT monitors and use a cart for transporting them
A technician is installing Windows XP on a system that has a SATA HDD. Which of the following
will the technician MOST likely have to do to start the installation?
Press the F6 Key
After installing a new SATA hard drive the technician notices the drive is hot to the touch and is
giving off a slight odor. Which of the following should the technician do?
Remove and replace the drive.
Which of the following BEST describes the initial process of setting up a new operating system
from a CD.ROM?
Create a partition, format the partition, and install the operating system.
Which of the following interfaces are typically supported on the input side of a KVM switch?
PS/2, VGA, USB
While a technician is responding to a customers call, a co-worker keeps insisting on telling the
technician about their weekend. Which of the following is the BEST course of action?
Ask the customer permission to put them on hold and politely ask the co-worker to talk later
Which of the following is the maximum FAT32 volume size Windows 2000 and XP will recognize?
Up to 2048GB
The BEST information to document when changing the refresh rate on the display is to include:
the previous refresh rate and the new refresh rate applied.
Which of the following features is only available with the Windows XP Professional version as
compared to the Windows XP Home version?
Joining a domain
A technician receives a boot error message OS not found. Which of the following should the
technician check?
The boot order in the BIOS
A customer reports that the laser printer produces poor quality printouts. Having arrived onsite, the
technician has a discussion with the customer and reviews some examples of their print jobs.
Which of the following should the technician do NEXT?
Print a test page.
Which of the following may cause a customer to experience excessive heat in a laptop?
The airflow is blocked.
A technician converts several existing Windows XP Professional laptops from English to the
German language. Which of the following is the correct path to change the language settings?
Control Panel> Regional and Language Options> Regional Options
A technician has added a wireless network interface card (NIC) to a laptop. When connecting the
laptop to a wireless network, the technician successfully tests for speeds of up to 54 Mbps. Which
of the following standards of wireless card did the technician install?
802.11g
Which of the following would be the LAST step to take when installing a printer?
Print a test page.
A user reports that the desktop appears smaller than usual and there is a large black border
around the desktop on the monitor. Which of the following would be MOST likely to fix the
problem?
Configure the Display Settings on the monitor.
Which of the following is the recommended maximum length of a parallel ATA cable?
18 inches (45cm)
Which of the following are features of the Advanced Tab under Printer Properties? (Select
THREE).
Set printing defaults./ Specify a separator page/Spool print jobs and start print jobs immediately.
A user has a network laser printer that is printing constantly. The user has tried power cycling the
printer. Which of the following should the technician recommend that the user do FIRST?
Access the print queue and pause all print jobs.
Which of the following should be configured on a shared Windows XP Professional system to
ensure that each user’s data is secure? (Select TWO).
Add multiple users in the Control Panel User Account applet.
& Use NTFS security to secure the data files
Which of the following is a cost effective technology that can be implemented on desktops and
laptops to meet security considerations and reduce internal password reset costs?
Biometric fingerprint reader
A frustrated customer reports that a problem which was supposedly repaired is occurring again.
The customer does not appreciate any efforts to assist with this problem and grows angrier with
each attempt at resolution. Which of the following would be an appropriate method for dealing with
this situation?
Allow the customer to continue uninterrupted and remain silent until a response is requested.
Which of the following types of printers uses an electrostatic charge to create an image of the
page onto a charged photoreceptor?
Laser
A technician is working on a workstation that shuts down after extended periods of operation.
Which of the following should be checked FIRST?
Vents for blockage
Which of the following can be upgraded on a laser printer? (Select TWO).
Hard drive & RAM
A motherboard has a Socket A CPU connector. Which of the following types of CPU can be used
with this motherboard?
Athlon
Which of the following paths can be used to upgrade the drivers for a network interface card
(NIC)?
Device Manager > Network adapters > Properties > Driver tab
Which of the following would be the BEST way to improve airflow inside a computer?
Install round IDE cabling.
Which of the following components are included in a typical laser printer maintenance kit? (Select
THREE).
Paper pickup rollers / Fuser / Transfer roller
Which of the following are printing protocols that can be used for printing over a network? (Select
TWO).
RAW/ LPR
A computer is overheating but the fans are not obstructed and there is no dust on the components
or heatsinks. The MOST likely cause of the overheating is that: (Select TWO).
there are not enough fans. / one or more fans are inoperable
A technician installs a program that requires a security dongle but the program will not work.
Which of the following is MOST likely the cause?
The hardware dongle was not installed.
After a user ran a registry cleaning program, the computer running Windows XP will not boot.
Which of the following should a technician recommend FIRST?
Boot using Last Known Good Configuration.
Which of the following printers use a carbon film or inked ribbon to print?
Impact
Which of the following could be defined as “determining the underlying reason that a problem
occurs in order to prevent similar problems in the future”?
Root cause analysis.
When configuring biometric devices, which of the following would be the MOST dangerous type of
error?
False positive
A user wants to upgrade to Windows XP Home from Windows 95. Which of the following describe
the potential upgrade paths? (Select TWO).
Upgrade to Windows 98SE then to Windows XP Home / Upgrade to Windows 95 OSR2, then to Windows 98SE then Windows XP Home
To lengthen the life of computer hardware, it is BEST to perform which of the following actions on
a routine basis?
Clean out the dust with compressed air.
Which of the following is the BEST way to remove a USB device on a laptop computer?
Stop the device, and then remove from laptop.
Which of the following registry keys store data about all accounts on the machine?
HKEY_USERS
When trying to print, a balloon in the system tray indicates a print job has failed to print. Which of
the following is the MOST likely cause?
The paper needs to be replenished.
A user has asked for a technician to update the device drivers for their modem on a Windows XP
system. The technician has the correct, updated drivers, but is unable to successfully install the
drivers. Which of the following would be the MOST likely cause of the problem?
The account does not have permission to install drivers
Which of the following is a hazard associated with improper disposal of a CRT?
B. Mercury
While working inside of a desktop computer, a technician finds a wire with insulation damage from
rubbing up against a cooling fan. Which of the following should be used to repair the wire?
Electrical tape
Which of the following command lines should a technician use to uninstall the Windows XP
Service Pack 2?
SPUNINST.EXE
Before shipping a laptop, which of the following should be removed to avoid damage during
transit?
PC card adapters
Which of the following would a technician go to setup a password that would be required prior to
booting into the operating system?
BIOS
A technician determines that a laptop is not properly cooling due to excessive dust in the vents.
Which of the following is the BEST preventive maintenance procedure that the technician should
perform?
Periodically clean the vents using a small vacuum cleaner.
A technician is planning to open and work on a CRT monitor. Which of the following should the
technician take under consideration?
High voltage discharge
A technician is setting up a lab with fourteen wired PCs and one switch in a physical star network
configuration. Which of the following should the technician keep in mind when setting up the lab?
Cable management to avoid trip hazards
A customer brings a PC for a technician to repair. Which of the following can the technician do to
better understand the customers issue?
Ask open-ended questions to gather the symptoms.
Which of the following usually has the HIGHEST latency?
Satellite
Which of the following has the HIGHEST cost of implementation in a small office home office
(SOHO) environment?
Fiber
When setting up a WAP, which of the following is broadcasted by default and should be disabled?
SSID
Which of the following is the purpose of the voltage selector switch?
To allow the power supply to operate at different voltages
The power brick or external power supply serves which of the following functions for a portable
computer?
Converts AC power to DC power that a computer can use to operate and charge its battery.
Which of the following memory modules has 168 pins?
DIMM
Which of the following has the speed of PC2700?
DDR
Which of the following printer types shoots the ink onto the paper?
Inkjet
Which of the following printer types stamps the ink onto the paper?
Impact
Which of the following printers requires special paper to be used for printing?
Thermal
Which of the following allows a secure connection between two points?
VPN
Which of the following expansion slots would be needed in a laptop for a technician to install a
cellular modem card?
PCMCIA
Which of the following will BEST ensure data is removed before recycling a PC?
Remove the hard drive and destroy it.
Which of the following would be the MOST secure password?
ct23&P#h~
Which of the following would be the MOST secure password?
ct23&P#h~
A technician is examining a laptop that is booting up but not showing the laptop display. When the
technician plugs in an external monitor the display shows on the monitor but still not on the laptop
display. Which of the following should the technician do FIRST to resolve this issue?
Make sure the laptop display is enabled.
Which of the following I/O ports has the SLOWEST transfer rate?
USB 1.1
Which of the following technologies can support the longest cable length between devices?
Serial
Which of the following memory modules has the HIGHEST transfer rate?
DDR400
Which of the following would be the maximum transfer rate between a 10/100 NIC and a
10/100/1000 NIC?
100Mb/s
A technician can find the Administrative Tools folder in which of the following locations after the
initial installation of Windows XP?
Control Panel
Which of the following should be done after installing a touch screen monitor to ensure that the
display functions optimally?
Calibrate the monitor.
Which of the following BEST describes virtual memory?
Data written to a disk located in a paging file that would not fit into the systems RAM
Wake on LAN describes the PCs ability to:
resume from a low power state when it receives a network packet telling it to do so.
ActualTests.com
D. A portion of physical RAM that is mirrored to the hard drive for redundancy.
Answer: B
QUESTION NO: 94
Wake on LAN describes the PCs ability to:
A. collect all packets that are sent to any device on the LAN.
B. send broadcast packets over the LAN to all computers simultaneously.
C. send packets to other network devices on the LAN instructing then to enter a low power state
(e.g. Hibernate, Off).
D. resume from a low power state when it receives a network packet telling it to do so.
Answer: D
QUESTION NO: 95
Lack of drive heads and platters
Which of the following is the FIRST step when troubleshooting an issue?
Identify the problem.
A user states that a program is missing from the computer and it had just been used yesterday.
Which of the following questions should a technician ask to help determine what occurred?
Did you check the Recycle Bin to see if the shortcut was accidentally deleted?
A user states a computer will not completely boot; it just keeps rebooting. Which of the following
questions might a technician ask to try and determine the cause? (Select TWO).
Was any hardware installed since it last worked? / Were there any new software updates done?
Two users want to print to a USB printer connected locally. Which of the following is the quickest
way to accomplish this?
Share out the printer from the attached computer.
A technician wants to install a RAID array that has two hard drives and the best performance.
Which of the following RAID levels should be implemented?
RAID 0
When a technician receives a call for assistance from a customer, which of the following should
the technician do FIRST?
Identify the user and associated problem.
A technician uses a call logging process in order to: (Select TWO).
track the process of the incident./ identify common issues among multiple users
Which of the following definitions below BEST describes System Restore?
Allows the operating system to be rolled back to a previous point in time
A user reports that a computer is running very slow and also states that the machine has been
rebooted several times with the same result. The hard drive light is constantly on. Which of the
following can be performed on the hard drive to improve performance? (Select TWO).
Use the defragment utility / Use thecheckdisk utility.
Which of the following media types has the largest capacity?
Blu-Ray
Which of the following are benefits from an active cooling system? (Select TWO)
Increased performance/ Longer chip life
Which of the following display connections are the MOST commonly used to connect an LCD
monitor to a desktop? (Select TWO).
DVI / VGA
A customer brings a PC in for repair, and asks when it will be done. Which of the following is the
BEST response for the technician to give?
Give the customer an estimated time for repair based on the technicians assessment.
A user is running a program that is not successfully connecting to the network after upgrading the
wireless network router. The user states that they do have Internet connectivity. Which of the
following solutions will MOST likely to resolve the issue with the program?
Add an exception to the firewall for the program.
Which of the following methods is commonly used for Biometric authentication? (Select TWO).
Fingerprint reader /
Retinal scan
Disabling the SSID from broadcasting on a wireless access point (WAP) provides which of the
following benefits?
Prevents users from seeing the wireless network
Which of the following cable types is LEAST affected by electromagnetic interference (EMI)?
Fiber
After installing a new piece of hardware with the hardware CD, a user is reporting system crashes
and performance loss. Which of the following would be the FIRST step in resolving this issue?
Download and install updated drivers for the device.
A user has recently installed a new graphics driver, and after restarting their PC the display is no
longer appearing. Which of the following boot options would be MOST effective in troubleshooting
this issue?
Safe mode
Which of the following, when locally connected, can be used as a boot device to install a new
installation of Windows Vista? (Select TWO).
USB drive / DVD.ROM
A laptop with a docking station is normally wired into a local network. When the laptop is removed
from the docking station, the user would like the laptop to automatically switch to the wireless
connection. Which of the following Windows features BEST accomplishes this?
Hardware profile
Which of the following Windows features should be disabled to ensure that malware and viruses
are completely removed during the disinfection process?
System Restore
Which of the following are characteristics of a secure password? (Select TWO).
Contains numbers and letters / Contains special characters
After successfully installing a free antivirus solution, Windows reports that no antivirus software is
currently protecting the system. Which of the following solutions would resolve this issue?
Disable antivirus protection notification withinSecurity Center.
Which of the following can be used to configure a Windows installation for imaging multiple
computers?
sysprep
Which of the following is a class A IP address?
10.0.0.1
Which of the following network ports is normally associated with unencrypted web traffic?
80
Aero is a feature of which operating system?
WindowsVista Ultimate
The Windows Experience Index is used to determine:
a performance value of system components.
Blu-Ray disks have a storage capacity of:
25GB.
The edit command line tool:
opens a text based word processor.
While troubleshooting a computer problem, a technician has determined what has caused the
problem. Which of the following should be the technicians NEXT troubleshooting step?
Establish a plan of action and implement the solution.
A user running Windows XP is experiencing degraded system performance while a particular
application is running. Which of the following interfaces should the technician use to manage
current application processes on the users computer?
Task Manager
As a best practice, before performing hardware upgrades a technician should:
check the HCL.
Which of the following are forms of biometric authentication? (Select THREE).
Voice recognition /Fingerprint reader/ Optical recognition
If a computer needs Windows XP and Windows 2000 configured for a dual-boot environment,
which of the following file system should be used in formatting the drive?
NTFS
Which of the following can be used to print a test page?
Right-click on the printers icon and select Properties
A technician must configure a computer for a special needs user who can only press one key at a
time. Which of the following must the technician enable for this user to press Ctrl-Alt-Del or other
multi-key combinations?
StickyKeys
Which of the following utilities can be used to change a FAT file system into an NTFS file system
without data loss?
convert
A user reports that after coming back from lunch their PC will no longer turn on. Which of the
following is MOST likely the problem?
Power cord is loose.
Which of the following draws too much power and should never be plugged into a UPS?
Laser printer
Which of the following is MOST likely to be the source of wireless network interference?
Cordless telephone
Which of the following utilities can help prevent viruses and other malware? (Select TWO).
Windows Defender / Data Execution Prevention
A technician is installing a RAM upgrade into a PC. The PC is currently holding two sticks of
512MB PC2700, and the technician would like to install an additional two sticks of 512MB
PC3200. Assuming the necessary slots are available, which of the following will be the overall
speed of the new RAM?
2700
A CRT monitor is displaying patches of distortion while in use. Which of the following actions
BEST resolves this issue?
Degauss the monitor
Which of the following BEST summarizes computer intrusion detection?
An alert when the computer case has been opened
A computer is being sold over the Internet. Which of the following steps should be taken to ensure
that none of the original hard drive data is given to the buyer?
Erase the hard drive using a disk wiping program.
Which of the following wireless network security methods controls who can connect to the network
based on the hardware they are using?
MAC filtering
Which of the following audio/video devices have the ability to decode NTSC/PAL signals from an
external source?
TV tuner card
A printer with an integrated NIC has been connected to a LAN. Which of the following connection
methods is the MOST effective when installing the printer on several PCs?
Connect to it through a TCP/IP port
The file server had an expected outage this morning. A technician believes the on-board NIC is
bad. One particular caller demands to know exactly how long the system will be down. Which of
the following would be the appropriate response?
We have identified the problem and we will have it back up as soon as possible.”
A user states that every time they try to pull down video clips from a website, a notice appears on
the screen which says the site is being blocked by a filter. The technician knows that a new web
filtering application was recently introduced which assigns a 120 minute quota on streaming media
and a message appears allowing the user to click to continue. Which is the following is the MOST
appropriate response from the technician?
Bandwidth usage has become a problem. A new application has been implemented to help
manage and improve the network. Simply select continue on the message and the video should appear.
A user states that the print server needs to be reset because they have been unable to print and
can see a number of documents pending when looking at the printer in control panel. The
technician notices that the real solution is to clear a paper jam in the printer. Which of the following
is the BEST response for the technician to give the user?
Tell the user that there are indeed print jobs piling up but that the printer has a paper jam and a
technician is in the process of repairing the issue.
A user states that their monitor is acting up and at times the image shakes. The technician checks
the asset number and notes that it is one of the last remaining CRT monitors. The company is
currently replacing all CRTs with new LCDs. Which of the following is the BEST response?
Empathize with the user and send them ant monitor to solve the issue.
Management has approved the purchase of uninterruptible power supplies (UPSs) for all
workstations. Which of the following is the MOST important factor for a technician to consider
when in determining which UPS to purchase?
Amount of time necessary for the UPS to run in a power outage.
A user receives the message The security log on this system is full. Only an administrator can log
on and fix this problem. The administrator should use which of the following to fix this issue?
Event Viewer
Which of the following types of media is considered solid state?
Flash media
Which of the following types of media is considered optical?
Blu-Ray
Which of the following is the correct class address for an IP address of 194.168.10.25?
Class C
Which of the following is a class A address?
107.167.34.120
Which of the following cable types uses a BNC?
Coaxial
Which of the following services uses the TCP port 21 by default?
FTP
Which of the following is a Class C address?
192.168.1.1
Which of the following is created when setting up MAC filtering?
ACL
While trying to resolve an issue with wireless connectivity on a users laptop, a coworker starts
interrupting the user with an unrelated issue as the user is explaining what is happening on the
laptop. Which of the following should the technician do?
Politely ask coworker to let the user finish their explanation and focus on what the user is
saying.
Which of the following is a loopback address on a computer with an IP address of 192.168.0.12, a
subnet mask of 255.255.255.0 and a gateway of 192.168.0.1?
127.0.0.1
Which of the following will navigate to the Computer Management MMC Plug-in? (Select TWO).
Right click on My Computer and select Manage. / Double click the Computer Management icon under Administrative Tools.
Which of the following is the correct way to get to the Services MMC Plug-in to see what services
are currently running? (Select TWO).
Open Control Panel, open Administrative Tools, double click on the Services icon / Click Start>Run and then type in services.msc.
Which of the following is a valid boot device? (Select THREE).
DVD.ROM/ Hard disk/ NIC
Starting Windows XP in Safe Mode will cause which of the following to occur? (Select TWO).
Windows prevents successful boot and logon from updating Last Known Good Configuration / Windows XP uses the minimum set of drivers and services to start the GUI.
Which of the following Windows operating systems has a different user folder path than the rest?
WindowsVista Ultimate
Before returning a repaired system to a user, which of the following should be done? (Select
TWO).
Document the system findings, actions, and outcomes./ Verify full system functionality and implement preventative measures.
Which of the following uses data striping to distribute data across multiple disks with no fault
tolerance?
RAID 0
Which of the following uses multiple disks to create one functional drive with parity spanning all the
disks?
RAID 5
Which of the following interfaces supports only one device per port?
RS-232
On which of the following interfaces should a technician expect to see status light indicators(Select TWO).
NIC/Modem
Which of the following is used to control access to a network based on the address hard coded
into the NIC?
MAC filtering
Which of the following is used to control access to a broadcasted wireless network based on a
user supplied key?
WEP
Which of the following is assigned to broadcast on a wireless network?
SSID
Which of the following Windows XP Control Panel applets could a technician use to change a local
workstation password? (Select TWO).
User Accounts / Administrative Tools
A customer connects a projector to their laptop, but no display shows on the screen. The projector
is turned on. Which of the following could the technician do to send the display to the projector?
Use appropriate function toggle key to switch display mode.
Which of the following BEST describes the function of a firewall?
Provides security for a network through the use of ACLs.
After the problem is resolved, which of the following should be the NEXT action according to the
troubleshooting theory?
Verify that all other parts of the system are working properly.
Which of the following media can be MOST affected by magnets and should therefore be kept
away from all magnetic fields? (Select THREE).
Backup Tape/ IDE Hard Drive / 1.44MB Floppy Disk
Which of the following methods can a technician use to find the IP address of a computer? (Select
TWO).
Open Network Connections from the control panel, right click the Local Area Connection, select
Status, and then select the Support tab.
/ Open a command window and runipconfig from the command line.
Which of the following are valid installation methods for Windows XP? (Select THREE).
Factory recovery partition/ Windows CD installation/ Purchase a fully configured hard drive
A user calls stating that they are missing icons from the Windows desktop and that the My
Documents folder is empty. Which of the following is the MOST likely cause of the problem?
The local user profile is corrupt.
When attempting to understand a problem the technician should ask the:
user to explain the problem and listen without interrupting the user.
Which of the following is the maximum cable length of a CAT5e?
328 feet (100 meters)
Which of the following cable types would be used in a 10BaseT network?
UTP
Which of the following is a benefit of using STP cable?
Decreased EMI
Which of the following utilities is used to remove programs from startup in Windows XP?
MSCONFIG
Which of the following devices must be terminated at the last device or none of the devices will
work?
SCSI
Which of the following commands will automatically reconnect a network drive as F: after a reboot
in Windows XP?
net use F:ComputerNameShareName /persistent:YES
Which of the following ports is commonly used when adding a network printer in Windows XP?
Standard TCP/IP port
Which of the following Windows XP system files would a technician edit to change which operating
system loads by default when multiple operating systems are installed?
Boot.ini
A technician needs to increase the paging file size on a Windows XP system. Where would they
find this setting?
System Properties>Advanced>Performance Settings>Advanced
Which of the following slots will support the fastest video card?
PCIe
A user calls and reports that after the cleaning crew left they started hearing beeping from under
their desk. Which of the following is MOST likely the cause?
The UPS is disconnected from the wall.
Which of the following is the BitLocker utility used for?
Encrypting hard drives
Which of the following identifies a wireless network when looking at available access points?
SSID
Where can a technician find information relating to common problems or concerns on a Windows XP computer?
Start > Help and Support
After a technician repairs a printer problem, the customer asks for an explanation the cause of the
problem. Which of the following is MOST appropriate?
The paper jam was caused by moisture in the paper tray.
Which of the following copper cabling is BEST to use if data rate speed is not an issue and the
segment length must be 1640 feet (500 meters) long?
RG-8ThickNet
Which of the following BEST describes digital signatures?
Cryptographic mechanism that identifies the sender as well as the message integrity
Which of the following is a benefit of using a password generator?
Generators eliminate a users tendency to create passwords that can be a security liability.
Which of the following describes the random access memory limitations with Vista 32-bit operating
system?
4GB
Which of the following describes the S-video mini-DIN connector on laptops?
Allows analog video output to a variety of devices
Which of the following components should be in contact with thermal compound? (Select TWO).
Heatsink/CPU
Which of the following components prevents a motherboard from making electrical contact with the
case it is in?
Standoffs
Which of the following Internet connectivity methods MOST commonly uses the PPPoE
authentication method?
DSL
In which of the following locations can a browser pull files in order to avoid pulling them from the
Internet?
Temporary Internet Files
Which of the following addresses would be assigned by APIPA?
169.254.0.15
Which of the following BEST describes a Trojan horse?
Malicious software attached to another piece of software
Which of the following BEST describes a worm?
Malicious software that is self-replicating and self-propagating
Which of the following BEST describes the function of ECC in a RAM module?
Ability to detect and correct single bit errors in memory
Which of the following devices would enable a user to use multiple computers with a single
monitor?
KVM
An external hard drive installation has caused a system to crash. Which of the following would be
the BEST startup selection?
Last Known Good Configuration
A technician is upgrading a computer for a customer that wishes to have faster than 54MB/s
wireless LAN connection. Which of the following standards should the technician upgrade to?
802.11n wireless card
A system is malfunctioning and the technician has asked the user about any recent changes to the
system. Before the technician performs any diagnostics which of the following actions should the
technician take?
Run a backup routine.
A technician has asked a user about any recent changes to a system and was able to backup all
the important data prior to troubleshooting. Which of the following should the technician do NEXT?
Create a checklist of the most likely issues.
A customer receives a bluescreen message. The customer asks the technician, What is a
bluescreen message? How should the technician respond?
Explain that it is a message that assists in identifying problems based on the error code.
A technician hears a sound that resembles a ticking clock coming from a system. Which of the
following is MOST likely causing the sound?
Failing hard drive
Which of the following will BEST prevent theft of monitors and laptops?
Cable locks
A customer has a 12 laptop computer. In the office they want to use a 24 LCD monitor, full size
keyboard, and a regular mouse without having to connect all of the devices each time. Which of
the following will allow this functionality?
Docking station
A customer states they want a new hard drive that is resistant to shock. Which of the following can
be installed to accommodate the customers request?
Solid state hard drive
Which of the following is part of the TCP/IP network configuration? (Select TWO).
DHCP/ NetBEUI
Which of the following BEST describes what a VPN is?
A secured line of communication between two points through a public network.
When performing a Windows installation on a computer that has its hard drives connected to a
new SATA card, which of the following must be performed for the installation to be successful?
Press F6 when prompted to load the additional drivers.
Which of the following should be plugged into a UPS located at a users desk? (Select THREE).
Monitor/Laptop AC Adapter/Computer
Which of the following slot types has the GREATEST peak bandwidth?
PCIe
Which of the following is the proper way to enter the Windows Advanced options menu?
Press F8 after POST but before Windows begins to load.
A client receives an email stating that their online auction has been compromised. It says that they
need to login and change their old username, password along with all of their account information.
Which of the following is this an example of?
Phishing
Which of the following wireless technologies has a maximum range of 30 feet (9 meters)?
Bluetooth 2.0
Which of the following I/O devices can be daisy chained together, but has to be terminated at the
last device?
SCSI
Which of the following connectors would plug into a 56K dial-up modem?
RJ-11
In a Windows machine, which of the following locations can a programs executable file be typed in
and launched from?
From the start command window
In Windows XP, which of the following can the technician use to stop a program from loading at
startup? (Select TWO).
Registry/MSCONFIG
A corporate office user reports that they are unable to print to a locally connected printer. Which of
the following is the BEST response from the technician?
Can I redirect your computer to a network printer until a technician can repair the problem?
A user reports that they have not heard from the help desk since calling in a problem two days
ago. Which of the following is the BEST response?
Inform the user that the problem will be escalated to a supervisor for resolution.
Which of the following is the proper technique for cleaning the inside of a desktop computer with a
can of compressed air?
Unplug the power cable, remove the cover, hold the can upright and spray.
Which of the following tools can protect a workstation against ESD? (Select TWO).
Anti-static wrist strap/Anti-static mat
Memory was added to a Windows laptop and upon booting up, the BIOS only reports the original
memory amount. Which of the following are the MOST likely issues? (Select TWO).
Memory mismatch/Memory is defective
A user reports that their laptop has frozen up and will not shut down or log off. The technician
removed the external power adapter and held the power button down for ten seconds but the
problem still exists. Which of the following should the technician do NEXT?
Remove the internal main battery
The fan on a power supply is not working. Which of the following is the BEST course of action?
Replace then entire power supply.
In which of the following situations would a voltage switch on a power supply need to be changed?
When traveling to other countries
Which of the following stores information for faster access on a CPU?
Cache
Which of the following adapter cards should be installed so a PC can use RAID? (Select TWO).
SATA/SCSI
Which of the following BEST describes how a thermal transfer printer works?
Heat from theprinthead transfers an image onto the paper.
Which of the following BEST describes how an impact printer works?
Small wires strike and transfer ink from a ribbon.
Which of the following is the MOST likely power source for a desktop computer?
Switching-mode power supply
Which of the following is the maximum speed at which a standard CD.ROM can be read?
52x
Which of the following hardware features controls power management?
ACPI
A user wants to add an additional network connection to their laptop. Which of the following bus
slots will a laptop MOST likely have available to support a new NIC?
PCMCIA
A technician arrives to resolve a customer issue. Although the technician has immediately
responded to the dispatch, the technician finds the customer extremely angry that it has taken
over four hours for a response. Which of the following is the BEST course of action for the
technician to take to resolve the issue?
Empathize with the customer then focus on completing the task in an expedited manner. Upon
closure, document the situation and inform the manager that the customer was not happy with the response time.
A technician has replaced a failed keyboard that was full of debris. The technician then explained
to the customer the importance of keeping a clean area around their computer. Which of the
following should be the technicians NEXT troubleshooting step?
Document the issue including findings, actions taken and the outcome.
An end user states that they are unable to connect to their home wireless network from their
laptop. They were able to connect without a problem the day before, but now they are unable to
see the network at all. Which of the following is the MOST likely cause for the problem?
The wireless network card has been disabled by the hardware switch.
A customer states that they are no longer able to print to their color network printer. The customer
was able to print and then left on vacation. Since returning the customer is only able to print to the
black and white printer. Everyone else is able to print to the color printer without a problem. Which of the following is the MOST likely cause for the customers issue?
The printer address has changed and the customer needs to remap their printer.
When installing a new CPU for a customer, the customer asks what the tube of paste that came
with the CPU is used for. Which of the following is the correct explanation of the paste?
It assists in keeping the CPU cool.
Which of the following devices should be added to a network to support full-duplex communications?
Switch
Which of the following is a private IP address and will not be routable on the Internet?
192.168.1.16
A technician wants to configure a tape backup to run every evening that will only archive files that
have changed since the last tape was run. The backup should clear the archive bit for each file.
Which of the following backup type should be selected?
Incremental
When working on an older machine a technician notices that when the resolution is increased the
number of available colors drops to 16-bit from 32-bit. Which of the following is the MOST likely
cause of this?
Limited amount of memory for the display adapter
The term quad core implies that a CPU:
has four integrated processing units
A dual core CPU has:
two separate processing units.
While a customer is describing a problem to a technician, the technician knows what the solution
is. However, the customer is not done describing all their symptoms. Which of the following would
be the MOST appropriate action of the technician to take?
Hear what the customer has to say without interrupting if it will not take an excessive amount of
time.
SSL technology is used to:
secure communications with websites.
A technician is observing a laser jet printer that is jamming. The printer must be repaired
immediately as it is in production and cannot be taken down for a long period of time. Which of the
following safety precautions must the technician be aware of before repairing the printer?
The print fuser will be hot
Which of the following BEST prevents electrostatic discharge when working on a laptop?
A wrist strap
A user states that when using a tablet PC the mouse icon does not move to the exact location
when pointing to the screen. Which of the following would BEST resolve this issue?
Calibrate the touch screen.
A customer is talking to the technician about an update that occurred a while back and has no
relationship to the problem at hand. Which of the following is the BEST way to respond the
customer?
Wait until the customer completes their statement and explain how to resolve the new issue.
Which of the following command line tools would be BEST to use if a technician wants to see if a
printer is on the network?
ping
A mandatory update is going to be released to the users on the network that will reboot the
workstations during lunch hours. Which of the following would be the BEST way to communicate
the mandatory update to the users?
Email the users about the update.
A technician is on a service call and notices that a friend is calling. Which of the following is the
BEST course of action?
gnore the call and call back afterwards.
When attempting to boot-up, a PC displays MISSING NTLDR. Which of the following is the FIRST
procedure that a technician should carryout to correct this error?
Clear any removable disks from all drives and start-up PC.
Where can a technician configure multiple monitor displays in Windows Vista?
Display Settings>Advanced Settings
Using regedit, how can the registry backup before changes are made?
Export registry file
A technician needs to add 802.11g network connectivity to a laptop. Which of the following would
be the BEST method?
Install a wireless PCMCIA card.
To record audio using a microphone attached to a computer running Windows XP, which of the
following locations would provide access to adjust the input levels?
Start>Settings>Control Panel>Sounds and Audio Devices>Audio
Which of the following is the MOST common form of a serial port?
9-pinD.shell
A technician needs to identify the type of memory in use by a computer. One of the memory
modules has 168 pins. Which of the following is the memory type?
SDRAM
An end user reports that anytime they try to print locally, nothing happens. Which of the following
services is MOST likely causing the issue?
Print Spooler
Which of the following is the NEXT phase after POST?
Boot loader phase
An end user that travels between multiple offices reports that they are having trouble printing a
report to a USB connected printer. Which of the following is the MOST likely cause of the
problem?
The user does not have the correct printer driver.
An end user reports that they hear a clicking noise that becomes more frequent when they save
files. Which of the following is the MOST likely cause of the noise?
Hard drive is failing
A technician is trying to determine the DNS server address being used by a Windows XP
workstation. The technician runs winipcfg from the command line but receive an error that this is
not a recognized command. Which of the following should the technician do?
Run theipconfig /all command.
A user reports their PC beeps when it is turned on. There is no display on the monitor and the PC
shuts off following the beep. Which of the following is the MOST likely problem?
The CPU has dislodged from its socket.
A user reports a problem with their PC after a technician installed a second hard drive and an
additional CD.ROM drive. Sometimes either or both devices fail to function, but either device will
function if the other is disconnected. Which of the following should the technician do?
Upgrade the power supply.
Which of the following can limit specific devices from being able to connect to a small office home
office (SOHO) network?
MAC filtering
A technician has been asked to assist with the disposal and recycling of the old computers. Which
of the following is a BEST practice to ensure that the companys data is protected?
Use a low level format.
Which of the following is the default installation folder for user installed programs in 32-bit
Windows XP Professional?
Program Files
Which of the following will give the BEST results when adding additional memory modules?
Installing more memory of the same type and speed
A user reports that their computer will not boot and is displaying a non-system disk error message.
While troubleshooting, the technician verifies that the hard drive is being correctly recognized by
the BIOS. Which of the following is the MOST likely cause of the error?
The user has placed a non-bootable floppy diskette into the diskette drive.
Which of the following technologies allows a single processor to handle two sets of processing
instructions at the same time?
Hyperthreading
Which of the following cable types is MOST commonly used to support dial-up networking?
TwisteD.pair copper wire
Which of the following cable types is MOST commonly used for a LAN within a building?
UTP
Which of the following cable types has an RJ-45 connector?
TwisteD.pair copper wire
Which of the following connectors is MOST commonly used to support dial-up networking?
RJ-11
Which of the following memory types is able to correct memory errors?
ECC
Which of the following is used to add expansion capabilities and additional ports to a laptop?
Docking station
Which of the following protocols is used to create a personal area network (PAN)?
Bluetooth
Which of the following features allows a single CPU to be reported to the operating system as two
CPUs?
Hyperthreading
Which of the following locations BEST describes the correct placement of thermal compound?
Between a component and a heat sink
Which of the following should the technician expect when disabling SSID broadcast?
A user would need to manually type the SSID to connect.
Which of the following is the BEST reason to use an upgrade over a clean install in Windows XP?
Upgrade retains user settings
Which of the following must be configured to allow full viewing of all menus and dialog boxes for
multiple languages in Windows XP?
Windows Multilingual Interface Pack
Which of the following below is a valid default subnet mask for a Class A network?
255.0.0.0
A user reports that their USB device has stopped working. Which of the following troubleshooting
techniques should be used NEXT to help the technician establish a theory of probable cause for
the users new computer problem?
Determine if changes have been made that could have caused the problem.
Which of the following should the technician use to display .mp3 at the end of mpeg layer 3 file
names in Windows XP?
Windows Explorer>Tools>Folder Options>View tab>Uncheck Hide extensions for known file
types
In Windows Vista Ultimate, a user has the ability to customize translucent windows called:
aero glass
In which of the following does the level 1 (L1) cache reside?
CPU
Which of the following are reasons a user will utilize an external display with a laptop? (Select
TWO).
Limited display size/Support different resolutions
A technician is asked to setup a scheduled daily backup of a specific computer using the built-in
backup utility in Windows XP. The user has asked that a full backup be run every day. Which of
the following types of backup should the technician select?
Normal
A user in a SOHO is having problems with a software application. The technician has validated the
problem and suspects that the application needs to be reinstalled. Which of the following is the
NEXT step that the technician should take?
Perform a backup before making any changes.
A technician has been troubleshooting a users problem with their CD.ROM drive and has tested
and found that the drive is defective. Which of the following should the technician do NEXT?
Develop a plan to get the drive replaced.
A technician has just replaced a users defective CD.ROM drive and tested that everything is
working properly. Which of the following should the technician do NEXT?
Document their findings and the actions taken.
A home user reports they have purchased a new video game for their PC but have trouble running
it. A technician arrives and ensures that the users hardware and video card meet the minimum
requirements of the game. The technician wants to check the DirectX version installed on the PC
to ensure that it is the most current. Which of the following utilities should the technician run?
dxdiag
Which of the following is the default page file size for Windows XP?
1.5 times the physical memory
Which of the following boot process files communicates hardware changes to the Windows XP
operating system?
Hal.dll
A technician is informing a customer about the finding of any specific computer problem. Which of
the following is the BEST approach to tell the customer what is going on?
Use non-technical terms.
A technician goes to a client site where there are some language barrier issues. Which of the
following is the BEST method to overcome the issues at hand?
Restate the issues to the customer for validation.
A technician is late getting to a service call first thing in the morning. Which of the following is the
BEST course of action to take care of the appointments during that day?
Contact the customers and inform them of the change in schedule and give an appropriate time
frame to make the service calls.
A technician is working on a computer with periodic shutdown problems. It has been in service for
four years and is located in a copier room. Which of the following is MOST likely causing the
shutdown issues?
Improper ventilation from dust buildup inside the computer.
Which of the following input/output protocols is commonly associated with the DB.9 port?
RS-232
Which of the following will be true of the battery with 9 cells instead of 6 cells?
Greater duration of power availability.
How many pins does a VGA Connector have?
15
Which of the following are the BEST options to secure a Wi-Fi network? (Select THREE).
Use WPA encryption/Use a MAC filtering/Disable SSID broadcast
A technician must come up with a solution to control multiple computers with a single monitor.
Which of the following is the BEST solution?
Add a KVM switch to the technicians computer.
A technician is asked to add a PCMCIA bus card to a laptop that will allow the laptop high-speed
wireless capability. Which of the following provides the BEST solution?
32-bit card
Which of the following speeds are the USB 2.0 data rates?
1.5Mbps, 12Mbps, 480Mbps
Which of the following is the main difference between a worm and a virus?
A worm self-replicates.
A technician scheduled two customer service appointments at the same time without realizing.
Which of the following would be the BEST way to handle the situation?
Call the second customer, apologize, and reschedule.
A service call is taking longer than expected for a technician; this is going to make the technician
late for the next service call appointment. Which of the following is the BEST resolution for the
issue?
Call the next service call, apologize, and reschedule.
A customer states that the computer is making a loud noise. Which of the following should the
technician do FIRST upon arrival at the customer site?
Ask the customer detailed questions to narrow down the problem then restate the problem back
to the customer to verify.
A technician is at a service call and notices that the language on the workstation is different that
the technicians native language. The current language on the workstation is the customers native
language. Which of the following options should the technician do NEXT?
Ask the customer if the technician can change the language.
Which of the following connectors are used on the end of a fiber cable?
ST
A workstation is running slow on certain applications during the day. A technician wants to display
the CPU meter on the desktop at all times on a Windows Vista workstation to narrow down the
time. Which of the following applications can be used?
Windows Sidebar
Which of the following operating systems has a default application installed to monitor the CPU
meter on the desktop?
WindowsVista Ultimate
Which of the following operating systems comes with a default application to record TV using a
remote?
Windows Vista Home Premium
A user states that the mouse is acting erratically and moving to the right top hand corner all by
itself on the laptop. Which of the following is the MOST likely cause?
Pointing stick failure
When talking about online security a phishing attack is referring to:
targeted email that is directed at a group of users so that it appears to be from a legitimate
source.
Windows Vista applications that run in the sidebar are know as:
gadgets
The feature of Windows Vista that prevents applications from running in privileged mode even
when an administrator is logged is which of the following?
User Account Control
A user reports that Monday morning one of the ink jet printers in the office has a problem with
images smearing on the page. The printer was working fine Friday. The paper tray was empty this
morning so they re-filled the paper tray and checked the ink levels. Which of the following is MOST
likely the issue with the smearing print?
Wrong type of paper is being used for this printer.
Which of the following authentication technologies provides security to a corporate environment
MOST commonly via the PCMCIA interface on a laptop?
Smart cards
In order to install and run Windows Vista with the Aero user interface, a computer must meet
which of the following hardware requirements?
128MB graphics card
A user reports that no picture is appearing on the monitor. After speaking with the user and
examining the symptoms, the technician believes that the computers video card has failed. Which
of the following steps should the technician take NEXT?
Replace the video card to confirm diagnosis.
Which of the following can be used to help solve certain functionality issues when working with
older DOS or Windows applications inside of Windows Vista?
The Compatibility tab within an application shortcuts Properties
A user owns older software that requires 8-bit color depth in order to run properly. Without
changing Windows Vistas system-wide color depth settings, which of the following will BEST fix
this issue?
Right-click the applications shortcut and choose Properties. Enter the Compatibility tab and
select Run in 256 colors.
A user has reported that their computer is operating very slowly and that they hear a rather loud
clicking sound. Which of the following is MOST likely the issue?
Hard drive
A customer reports that every time Windows loads a message that one or more services failed to
start is displayed. Which of the following should be used to troubleshoot this error?
Event Viewer
A technician is unable to log into a users computer after installing new hardware. Which of the
following Advanced Startup options would BEST resolve this issue?
Last Known Good Configuration
A technician is working on a computer that has a virus downloaded on it. The technician gets an
Access Denied message stating the process is in use every time the technician tries to remove the virus. Which of the following Advanced Mode Options should be used to start up the computer?
Safe Mode
After installing a program, a computer is getting stop errors. The technician has uninstalled the
program, but the stop errors continue. Which of the following would get the computer back to the
operational state it was before the install?
Systems Restore
A technician wants to be able to bring the system state back to the original condition in case of any
conflicts prior to making multiple software installs on a computer. Which of the following would
need to be created prior to the installs?
Restore Point
Which of the following is important to know when selecting a power supply?
Wattage and size
A technician is called in to repair a 2.4GHz wireless access point that drops connections. Which of
the following would MOST likely cause the connection drops?
Cordless phones
Which of the following IEEE 802.11 standards operates at a maximum speed of 11Mbps?
802.11b
A technician notices that a group of users are continuously searching their computers for the same
files. Which of the following would BEST assist their searches?
Indexing
Which of the following BEST describes L1 cache?
The fastest cache that resides at the chip level.
A user reports that print jobs are not printing. After looking at the print queue a technician
determines that a print job needs to be deleted to resolve the issue. When the technician tries to
delete the job, it will not delete. Which of the following is the MOST likely reason?
The technician does not have the necessary permissions.
A user reports that the print jobs from a color inkjet printer appear fuzzy. Which of the following
options would BEST help troubleshoot the problem?
Run an alignment page.
A user reports that the output from an inkjet printer is missing some of the finer details of the print
jobs being sent to it. A technician looks at a document and observes that the text appears to be
consistent in color across the entire document. Which of the following is the MOST likely cause of the missing detail?
The printer is set in draft mode in the printer properties.
Which of this following network types is the FASTEST?
Gigabit Ethernet
Which of the following Wi-Fi network types has the HIGHEST transfer speed?
802.11n
Which of this following wireless security options is MOST secure?
WPA2 withshareD.key authentication
A technician must replace a network printer. Which of the following is the FIRST step the technician should take?
Notify all users before unplugging the printer.
Which of the following utilities can change the startup programs?
msconfig
A user reports that after a stop error appeared the PC started to reboot in a continuous loop.
Which of the following is MOST likely the cause of this problem?
The automatically restart feature in System Failure option is on.
Which of the following commands will partition a hard disk on a Windows XP computer?
fdisk
A technician has been asked to install and configure a hard drive on an older system that does not
support autodetect. After installing the hard drive which of the following must the technician do NEXT?
Enter hard drive information manually into the BIOS
A technician has been called to correct a problem with erratic performance of an external scanner
and internal modem. The technician suspects an IRQ conflict. In which of the following can the
technician go to review the IRQ settings?
Start>Run>Regedit
How would a technician configure a computer to enable Hibernation?
Control Panel>Power Options>Hibernate tab
A technician has just installed Windows 2000 on a computers clean hard drive. On start up the
computer does not seem to boot or display a command prompt and the technician notices a series
of beeps. Which of the following is the MOST likely problem?
BIOS is reporting a memory error.
A customer reports that a printer is printing blank pages. Which of the following is the solution?
The toner cartridge is defective.
A technician has replaced a bad power supply in a workstation. The workstation does not power
up properly. Which of the following is the MOST likely cause?
Power supply wattage is too low.
A technician has replaced a bad power supply in a workstation and now the workstation will not
power up when all of the drives are connected. The workstation will power up if only a single drive
is connected. Which of the following is the MOST likely cause?
Power supply is the wrong wattage.
Which of the following versions of Windows includes Windows Media Center functions?
Window Vista Home Premium
Which of the following technologies corrects errors in memory devices?
ECC
Which of the following technologies is used in memory devices to allow it to operate at twice the normal clock rate?
DDR
Which of the following is a benefit of having parity on a memory device?
Error detection
Which of the following technologies allows a user to connect multiple devices to a single port, but
requires the last device to use a terminator?
SCSI
Which of the following protocols can create a secure network connection across the Internet?
VPN
Which of the following technologies allows access to a wireless access point only to those devices
that have been registered using a manufacturers unique ID number?
MAC filtering
Two wireless access points are located near each other, which of the following settings should be
changed to prevent interference between the two devices?
Channel number
Which of the following is a type of malware that tracks a users habits and displays targeted
advertising or messages?
Adware
Which of the following is a type of interference that can adversely affect wireless communications?
RFI
Which of the following information can be found on a MSDS?
Hazardous chemicals or compounds
When checking Device Manager on a laptop the technician notices an issue with a device labeled
Human Interface Device. Which of the following is MOST likely having an issue?
Touch pad
Which of the following should be done FIRST if a printer fails to print very large documents but
prints smaller documents without issue?
Add additional memory to the printer.
Which of the following is a primary safety factor when using a soldering iron?
Heat or burns
Which of the following is MOST susceptible to ESD and should be handled with caution to prevent
damage?
Memory chip
Which of the following is surrounded by a metallic shield that prevents EMI?
STP
A technician has connected a cable to an RJ-45 connector on the back of a computer. Which of
the following devices is MOST likely connected to the other end of the cable?
Switch
After upgrading to Vista a user notices a clock, calendar, and several other items on their display.
If they want to add more gadgets, which of the following features should they research?
Sidebar
A technician installs a new DVD drive into a users computer. The drive can be used to read data
disks but Windows Media Player cannot play back DVD movies from the new drive. Which of the
following is MOST likely the issue?
Decoder software needs to be loaded
Which of the following is BEST used to cool down the CPU?
Heat sink
A technician arrives at a customers location and identifies a problem. Which of the following
troubleshooting steps is NEXT?
Establish a theory of probable cause.
The technician has already narrowed down the problem and developed a plan. Which of the
following troubleshooting steps is NEXT?
Verify full system functionality
A technician arrives at a customers location in response to a call. Which of the following
troubleshooting steps should the technician perform FIRST?
Ask the customer questions to identify the problem.
A customer has returned to the office after lunch and their laptop has become unresponsive to all
key strokes, mouse movement and the power light is blinking. Which of the following is causing this to happen?
The system is in hibernation mode
Which of the following are the main differences between a heatsink and a fan in a computer?
Fans provide active cooling;heatsinks provide passive cooling.
A technician is not able to delete a user’s profile on a Windows Vista workstation. Which of the
following is MOST likely the cause for this problem?
The technician needs local administrative rights.
A user purchased a TCP/IP laser printer. Which of the following is the FIRST step to take to install
the printer in their network?
Configure the IP settings
On a Windows computer, which of the following shortcuts can lock the computer without logging
off the user? (Select TWO).
Ctrl + alt + delete then lock computer/Windows key + L
When installing the Windows XP operating system using RIS, which of the following must be
available in the computer?
A network card with PXE/DHCP remote boot
A user reports that they have connected an external monitor to their laptop but the monitor is not
displaying anything. Which of the following is the MOST likely cause?
The function key was not pressed to toggle the video output.
A user reports that during a business trip to Europe, the AC adapter for their older laptop quit
working. Which of the following is the MOST likely explanation?
The adapter was rated for 110-120 Volts.
A user reports that when they attach an external monitor to their laptop, instead of seeing their
desktop they only see their background graphic. Which of the following will correct this problem?
Uncheck Extend my Windows Desktop in the Display Properties.
A user reports that when they are typing, their pointer will randomly move about the screen or
highlight words. Which of the following is the MOST likely cause of the problem?
The sensitivity of the touch pad is too high.
Which of the following encryption methods is used for files and folders in Windows XP Pro?
EFS
When disposing of old hard drives, which of the following MOST reliably prevents all data from
being stolen?
Physically destroy the disk platters.
Which of the following will improve the functionality of the OS immediately following a new
installation?
Install system patches
Which of the following should be performed FIRST before accessing the Internet?
Install anti-virus software.
A technician has received a new PC directly from the manufacturer. After completing the initial
configuration, they notice the system takes a long time to display the desktop. Which of the
following steps would shorten the startup time?
Remove unneeded startup applications
A customer has purchased a laptop with a docking station. The customer reports they cannot
power on their laptop while the laptop is in the docking station even though the docking station
power light is on. The customer can power up the laptop when using the power cord without the
docking station. Which of the following is MOST likely causing this?
The laptop power cord is being used instead of the docking station power cord.
A customer calls a technician to request assistance in installing a new accounting application.
They have had problems installing this application in the past. Which of the following steps should
the technician take prior to installing the application? (Select TWO).
Create a restore point/Read the application release notes
A technician is troubleshooting a computer error. After initial troubleshooting, they called the OEM
and identify the problem. Which of the following should the technician do FIRST after the problem
is resolved?
Document the issue and the applied solution.
The IP address: 192.168.0.10 is an example of which of the following address classes?
Class C
Which of the following is true of L1 cache?
It runs at processor speed.
Which of the following is a function of a NIC?
Provides a physical connection between a workstation and the network infrastructure
Which of the following protocols are routable? (Select TWO).
TCP/IP
Which of the following is true of a hub versus a switch?
A hub broadcasts all traffic to all ports.
A technician needs to provide a customer with a new computer running Windows Vista. The
customer has required all personal information be migrated to the new computer including
favorites, cached website credentials and desktop preferences. Which of the following can the
technician do to ensure all settings are moved to the new computer?
Use the USMT to export the data from the old system, and import it to the new system.
A technician has determined that a CRT monitor is not working correctly and that it will be
replaced. Which of the following should they do NEXT?
Dispose of the monitor according to applicable environmental regulations.
A user has an issue with phantom cursor movements on their laptop where the pointer suddenly
jumps across the screen when using the built-in touchpad. Which of the following is the BEST
option to solve this issue?
Update the drivers for the touchpad.
A user is unable to connect to the network via Ethernet while using their laptop on battery power. If
they connect the AC adapter, they can connect to the network. Which of the following is the MOST
likely cause?
The power management settings on their laptop are set to disable the internal NIC.
A technician is asked by someone from the HR department to burn some data to a DVD since they
have the only available DVD burner. The technician copies the files to a portable hard drive and
then goes back to their office to burn the disc. While preparing the files for the disc burning, the
technician notices files that pertain to other employees. Which of the following should the
technician do?
Delete the files off the portable drive once they are finished burning the disc.
A technician is visiting a users desk to work on a computer issue. The user is quite messy and has
a lot of paper strewn about. The technician needs to work on the issue but is distracted by the
users mess. Which of the following should the technician do?
Ask the user if they mind if the technician removes the computer from the desk to fix the issue.
A user calls the helpdesk and asks to have their password reset; however, they cannot identify
their username. Which of the following actions should be taken?
Follow thecompanys established guidelines to reset passwords.
Which of the following describes the BEST way to carry a CRT monitor?
Carry it with the screen closest to your body.
Which of the following would be the MOST effective communication method to process a users
call?
Receive, interpret, evaluate and respond.
An upset caller reports that their laptop freezes constantly. Which of the following would be the
MOST effective way to respond to this call?
Listen to callers concern without interrupting and being judgmental.
A customer reports that when the computer starts up, it sounds like an airplane taking off. After
questioning the user about any recent changes they might have made the technician realizes that
this could be a symptom of multiple issues. Which of the following should be the FIRST course of
action?
Attempt to replicate and verify the issue.
A user reports that their computer has a bluescreen. Upon arrival the technician realizes the error
message being displayed is unfamiliar and cannot be located on any known websites. Which of
the following is the BEST course of action?
Write down error code and ask for assistance.
Most new motherboards accept which of the following voltages?
12 volts
A technician is on the phone with a customer. The technician receives another incoming call from
the technician’s friend. Which of the following is the BEST course of action?
Avoid the incoming call and call back later.
A technician is responding to a customers call. At the same time, a co-worker asks the technician
for assistance. Which of the following is the BEST course of action?
Ask the customer’s permission to put them on hold and politely ask the co-worker to wait.
A user emails to report that their computer is experiencing a bluescreen error. Which of the
following troubleshooting steps should the technician perform FIRST?
Contact the user to determine if any recent changes have been made to the computer.
A technician has been dispatched to investigate a report that a clients workstation can no longer
access the network. After speaking with the user, the technician believes that firewall settings may
be the cause; however, disabling the firewall did not help the issue. Which of the following
troubleshooting steps should the technician take NEXT?
Formulate another theory as to what might be causing the problem.
A technician is dispatched to investigate claims that a user is accessing inappropriate content at
work. The technician speaks with the user, who reports that inappropriate content began showing
up on its own and that they have recently been experiencing a problem with pop-up windows.
Which of the following should the technician do NEXT?
Establish a theory as to what caused the changes to the computer.
A user reports that their computer has been rebooting unexpectedly several times per day ever
since a construction project began across the street. Which of the following can the technician
recommend?
Use an uninterruptible power supply (UPS).
While troubleshooting a problem on a users computer, a technician discovers content which they
believe may be illegal. Which of the following describes the BEST course of action?
Report the situation to the appropriate authorities.
A technician notices co-workers copying files onto their personal storage media, from computers
which are in for repair. Which of the following is the BEST course of action?
Report the situation to appropriate authorities.
An IT service provider receives laptops from many different customers. When is it appropriate to
make copies of a customers confidential data?
For backup purposes and with the customers permission.
Which of the following RAM types requires that all available memory slots be filled, resulting in the
need for continuity chips in otherwise unused slots?
RDRAM
Which of the following can cause a printer to output nonsensical, random characters?
A corrupt software driver
All of the following operating systems will allow users to connect to a domain EXCEPT:
Windows XP Home Edition.
If using Windows Media Center, which of the following hardware components needs to be
installed?
TV tuner card
Which of the following protocols is used to encrypt data on a wireless network?
WEP
Which of the following protocols makes a wireless network secure?
WPA
The users operating system is not keeping the correct time after a system powers down. Which of
the following components should the technician replace?
CMOS battery
Which of the following is the maximum partition size of the FAT32 file system?
32GB
A users laptop has a built-in wireless NIC and cannot see the network. Which of the following is
the FIRST course of action to take on the laptop?
Check to see if wireless is turned on.
Which of the following is information found in the Device Manager? (Select THREE).
Devices by type/Hidden devices/I/O address ranges
Which of the following cooling methods forces air over the components by using a fan?
Active
By default, which of the following ports is used for Remote Desktop (RDP)?
3389
Which of the following port numbers, by default, is used for Telnet?
23
Which of the following adapter cards is used for displaying over the air video broadcasts?
TV tuner
Which of the following cards allows communications from the Internet to the computer by using
Ethernet cable?
NIC
Which of the following boot options allows the technician to boot the PC in a non-GUI
environment?
Safe Mode with Command Prompt
Which of the following network types provides a secure connection to a private network over the
Internet?
VPN
A technician receives a call from a client requesting that a faster CPU be installed into their PC.
The technician has determined this can be done, but the motherboard needs an update. Which of
the following must the technician update?
Firmware
A customer has two computers with NICs installed. The customer has called a technician to
propose the minimum cost of networking these computers for file and printer sharing. Which of the
following would be the BEST recommendation to the customer?
Crossover cable
Which of the following should a technician do in order to remove a USB storage device in Windows 2000?
Use the Safely Remove Hardware icon in the System Tray.
A technician replaces a customers hard drive and the customer wants the drive thrown away.
Which of the following should the technician do?
Advise the customer the data may be retrievable and ask if the customer would like the drive physically destroyed.
When setting up security for a wireless home network, a technician should advise the customer to:
change the password frequently.
A quick method to create a new folder on the desktop using Windows XP is to:
right click on the desktop, select new, and select folder.
Which of the following is a benefit to hyper-threading?
Improved performance
A user is experiencing eye strain while using an external CRT display attached to the laptop
docking station. Which of the following is the FIRST item to check?
The refresh rate for the external display
A user states the computer will not start up after they changed the display settings on the desktop
computer with Windows XP. Which of the following options is the FIRST step in successfully booting the computer?
Boot the unit in Safe Mode by pressing F8.
A user reports a Non-system disk error in a computer after a brief power outage at work. Which of
the following is the FIRST step the technician should take?
Have the user check external drives for media.
A technician wants to reinstall Windows operating system on a notebook computer. The technician
tries to boot the computer with the Windows CD in the drive; however, the computer boots off the
installed operating system on the hard drive. Which of the following is the FIRST action the technician should take?
D. Boot into BIOS/Setup and change the boot sequence.
A user stops a technician and asks what the HTTPS indicates in the address bar of the browser.
The technician explains this is a:
secure website.
A customer wants to add a network printer to a home network. Which of the following is the BEST
recommendation that a technician could make when configuring the printer?
Set the printer to DHCP.
A technician is requested to determine why a laptop occasionally reports an over temperature
warning. Which of the following is the BEST course of action to take?
Ask the customer how the laptop is being used when it reports the error.
A technician is called back to a customers desk due to a reoccurring loss of the monitor display.
The report from the previous technician indicates the monitor was replaced with a new monitor of
the same model. Which of the following would be the NEXT troubleshooting step?
Ask the customer what is occurring when the display is lost.
A technician arrives at the desk to find the monitor has power but no display and the power light
on the computer blinks five times, pauses and then repeats. Which of the following is the BEST
course of action to determine the cause?
Consult the maintenance manual for the error code.
A customer reports the printer has an error message showing on the display and the printer is not
printing any of the jobs in the queue. The technician arrives and finds the printer is online but there
are not any lights on the network card. The NEXT step to evaluate the problem is to:
cycle the power on the printer and observe the boot process.
Multiple users report that the network color printer is not printing in color, but only in monochrome.
The technician knows the print server had maintenance done over the weekend that included
driver updates. The NEXT action would be to:
check the printer properties on the server.
Which of the following power saving modes in Windows XP uses hard disk space to store active
memory?
Hibernation
A client asks a technician to configure their laptops fingerprint scanner for use. Which of the
following security technologies is this considered?
Biometric authentication
Which of the following wireless networking encryption technologies is MOST recommended for its
level of high security and reliability?
WPA2
A Windows XP computer consistently shows no printers installed under the Printers & Faxes area
and an error referring to a service failure displays on each restart. Which of the following Windows
services is not starting during boot?
Print Spooler
A user calls to report a completely blank screen on their PC. The technician on call determines
that the PC is powered on and is not in standby mode. Which of the following steps should the
technician recommend the user take in order to resolve the problem?
Turn the monitor on/off; check the power cable on the monitor; check the video cable from the monitor to the PC.
Which of the following chipsets is responsible for controlling the data flow between the hard drive
and the processor?
Southbridge
Which of the following chipsets is responsible for controlling the data flow between a PATA optical
drive and the processor?
Southbridge
Which of the following chipsets is responsible for controlling the data flow between the RAM and
the processor?
Northbridge
Which of the following chipsets is responsible for controlling the data flow between the peripheral
devices and the processor?
Southbridge
A desktop computer is not responding when the power button is pressed. The technician has
checked the power cord and finds it is properly connected to the computer and to the power outlet.
Which of the following is the NEXT troubleshooting step the technician should take?
Check the power outlet to verify it is supplying power.
Which of the following demonstrates a physical method of intrusion detection?
Case open switch
Which of the following socket types utilizes a zero insertion force (ZIF) connector?
478
A user reports that they are suddenly unable to print to a network printer. It was working fine
yesterday. The technician can ping the users workstation and the printer. The technician can also
print a test page from another workstation. Which of the following is the MOST likely cause of the
problem?
The printer is no longer the users default printer.
Which of the following architectures are designed for multi-threaded applications? (Select TWO).
Multi-core/Dual-core
When troubleshooting an issue with a customer. Which of the following is the FIRST thing the technician should do?
Verify when the last time the computer was working correctly was.
A technician is asked to connect a Windows XP SP3 computer to the Internet. Which of the
following is a best practice?
Update the antivirus definitions.
A user wants their computer to automatically receive updates from Microsoft; however, they do not
want the updates to interfere while they are working. Which of the following should be selected to
BEST meet the user’s needs?
Set automatic updates to download only
Which of the following is an example of biometric security?
Fingerprint scanner
Several users report their print jobs did not print to the local shared printer. Which of the following
is the FIRST thing a technician should check?
Check the print queue
A technician needs to configure Windows XP computers with the file system that will allow the
addition of secure files to all users desktops. Which of the following file systems should the technician select?
NTFS
A user’s computer does not boot. The technician needs to change the computers settings to boot
from a recovery CD. Where should the technician make the necessary boot order changes?
BIOS settings
While installing Windows XP, a technician notices that the software hangs during the hardware
detection phase. How should the technician troubleshoot this issue?
Check for incompatible hardware.
After several months users report that their computer runs slower. The problem is related to large
files being deleted. Which of the following utilities will allow a technician to trigger defrag to run
when the user logs off?
Task Scheduler Wizard
How can a technician determine the amount of memory in a computer running Windows XP?
Right-click My Computer icon, select Properties
A technician installs a new printer to a local computer and needs to install the drivers. The
installation CD is not available. Which of the following is the BEST solution to locate the correct
drivers?
Check the manufacturer’s website.
Which of the following adapter cards is used to access the Internet through a telephone line?
An asynchronous modem
Which of the following power supply standards was developed to provide a better way to plug into
the motherboard?
ATX
When a job fails to print, where would a technician go in Windows to print out a test page?
From the printer properties page
Which of the following ports are commonly used for outgoing email?
SMTP
Which of the following protocols are commonly used for Windows Remote Desktop?
RDP
Which of the following transmission types allows for a NIC to send and receive data
simultaneously?
Full duplex
Which of the following network devices helps prevent data collision by not allowing data to be
broadcast?
Switch
Which of the following network devices interconnects networks together?
Router
Which of the following network devices interconnects workstations and broadcasts the data that is
being transmitted?
Hub
Which of the following is a difference between a local printer and a network printer?
Network printers can be connected directly to a network while a local printer is connected
directly to a users computer.
Which of the following is the difference between a laser printer and an inkjet printer?
Laser printers fuse the image to the page, while an inkjet printer sprays the image on the page.
Which of the following components is a distinguishing characteristic of a laser, inkjet, thermal, and
impact printer?
The writing element
A customer reports that while attempting to print a document it seems to queue up fine, but the
printer does not print the job. Which of the following may be the cause?
A print job is waiting in the print queue.
Compliance regulations regarding data sensitivity are primarily created to protect the:
person who would be directly affected in the case of a breach.
In regards to computer case form factors, which of the following provides the MOST room for
effective cooling?
BTX
In terms of screen resolution, which of the following is the minimum default resolution setting that
Windows XP supports?
800 x 600
A CD drive is a type of:
optical drive.
Which of the following is a primary storage device?
SATA hard drive
The RAID level on a computer system refers to:
how data is distributed between multiple drives.
Which of the following would be an example of an I/O interface?
PS/2 port
When purchasing an extra AC adapter for a notebook computer, it is important for the output to be:
equivalent to the original power supply wattage.
On a desktop computer, upgrading the power supply from a 200 watt power supply to a 400 watt
ATX power supply results in which of the following?
The addition of 3.3 volts of power to the computer.
For a computer’s core 2 processor to work properly, it must have which of the following?
Thermal grease between the processor and theheatsink
To run a Microsoft Windows 64-bit OS, the computer must be equipped with which of the
following?
A 64-bit capable processor
The DDR2 memory on a computer has failed. Which of the following statements is MOST likely
true?
The computer will not pass POST.
When installing a barcode scanner on a computer, which of the following should occur?
The scanner must be configured to read the code(s) desired.
Which of the following is the purpose of a docking station for a laptop? (Select TWO).
To allow peripheral devices such as a monitor to remain attached/To provide additional USB ports for the laptop
Which of the following printer types is BEST suited to a multipart form?
Impact
The customer reports after the computer was upgraded the screen is blank and the computer
beeps several times then stops responding. Which of the following is the possible cause? (Select
TWO).
A memory chip is defective./A PCI card is not correctly seated.
The user states the desktop computer is very noisy. Which of the following could be contributing to
the noise? (Select TWO).
Cooling fan/Hard drive
Which of the following boot methods results in the MINIMUM device drivers being loaded?
Boot in Safe Mode.
An onsite technician is assigned to a small business for some emergency repair work. The repairs
go as planned, but the owner of the company left specific instructions that they wanted to be
notified post-repair of the status of the systems. Which of the following would be the BEST course
of action for the technician to take?
Document the work done at the firm; ask one of the assistants at the company to contact the
owner, relaying details of the repair to save the technician time.
A customer would like to build a Media Center PC for their home theater, and due to space
constraints, asks to have a single-connection that will carry video and audio to and from the PC.
Which of the following technologies is capable of this functionality?
HDMI
Which of the following is the purpose of a heatsink in a PC’s CPU?
Keep the processor within acceptable temperature ranges.
Which of the following is the FASTEST external expansion card standard that a customer could
find for a laptop?
Express card
In order to effectively use dual-channel functionality in modern DDR/DDR2/DDR3 memory, which
of the following is true?
Memory has to be installed in same speed and size modules, in marked matching slots.
Which of the following methods would be the BEST way to effectively destroy highly sensitive data
from a hard disk?
Use a multi-pass third party formatting utility, using at least five passes.
Which of the following broadband connections provides the LEAST amount of latency?
Fractional T1
A small business is looking to run new cabling for their upgraded network. Due to limited ability to
conceal cabling within walls, the company is being forced to run the lines along power wiring and
overhead lighting. Which of the following would be the MOST cost effective cable to choose?
STP
Which of the following utilities would be the BEST place to check for installation problems?
Event Viewer
A SOHO user wants to utilize computers with volume shadow copy to be able to recover
accidentally deleted documents. Which of the following operating systems currently include this
functionality? (Select TWO).
WindowsVista Ultimate/ WindowsVista Business
A wireless network broadcasted from a SOHO WIFI single band router can have a maximum of
how many SSIDs associated with it?
One
A laser printer uses which of the following consumables?
Toner
Network hubs, by design, can run at which of the following modes?
Half duplex
Which of the following commands will return the hostname of a specific device?
ping a 192.168.10.5
Which of the following commands is used to open an editor to adjust the Windows database?
regedit
A Windows XP computer does not load all of the services required when it is booted normally.
Which of the following is the MOST likely cause of the issue?
MSCONFIG was used to disable the computer services.
Which of the following utilities is used to perform a baseline on a hard drive?
PERFMON
A technician is adding RAM to a PC. Four 128MB DDR DIMM modules are removed and four
512MB DDR DIMM modules are inserted. Upon power on, the operating system will only
recognize 1GB of RAM. Which of the following choices is MOST likely the cause?
The PC BIOS does not support the new RAM size.
A printer that was printing fine previously is not printing. The physical printer online light is lit, no
errors are reported and the data cable is connected. Which of the following is the MOST likely
cause of this problem?
The Use Printer Offline option is checked.
Which of the following GUI interfaces displays total RAM installed in a Windows XP computer?
Control Panel
Which of the following commands can be used to verify TCP/IP functionality?
ping 127.0.0.1
In which of the following is the Event Viewer located?
Computer Management
In which of the following is the Services Snap-in located?
Computer Management
In which of the following locations is the Disk Management utility located in?
Computer Management
In which of the following is the Disk Defragmenter utility located?
Computer Management
Where would a technician place a shortcut in order for an application to run during logon?
Startup Menu
Which of the following utilities is started when msinfo32 is entered in the run line?
System Information
Which of the following utilities is started in Windows XP when msconfig is entered in the run line?
System Configuration
Which of the following commands opens a utility that will display component driver versions?
dxdiag
Which of the following tools is located in the Control Panels Administrative Tools utility?
Performance
Which of the following tools can be found in the Administrative Tool Utility?
Event Viewer
Which of the following tools is located in the Administrative Tools Utility?
Computer Management
Which of the following is a class C IP address?
192.168.1.1
How many characters are used in a 64-bit WEP encryption key?
10
How many characters are used in a 128-bit WEP encryption key?
26
Which of the following is the MINIMUM amount of characters allowed for WPA encryption key?
8
Which of the following is the MAXIMUM amount of characters used for a WPA2 encryption key?
63
Which of the following wireless protocols provides the MOST bandwidth for streaming video data?
802.11n
Which of the following BEST describes what a KVM switch does?
Connects multiple computers to one monitor, keyboard, and mouse.
Which of the following devices converts digital to analog signals for communication between two
different networks?
Modem
A user reports that their laptop computer shuts off about twenty minutes after turning it on, and
that it gets unusually hot. The battery is full and the laptop is plugged in, and there are no error
codes or beeps. Which of the following components is the MOST likely at fault?
Fan
Which of the following safety tools prevents static electricity damage to internal computer
components?
ESD strap
Which of the following BEST describes SPAM?
Unsolicited mail that is sent electronically
Which of the following BEST describes a type of file that appears harmless but is there to cause
malicious intent?
Trojan
Which of the following malware is MOST likely to result in identity theft?
Spyware
Which of the following BEST describes a network of computers inside a house that communicate
with each other but not with computers outside of the house?
LAN
If a client has a Windows XP tablet PC, which of the following operating systems can they upgrade
to and still keep the tablet PC functionality?
WindowsVista Ultimate
How should a technician properly remove a USB hard drive while a computer is running?
Safely Remove Hardware Function.
Which of the following steps will find an IP address?
Start> Run> typecmd > ipconfig
A user has replaced an incompatible driver with one that is compatible. Which of the following is
the FINAL step that should be performed?
Document findings, actions and outcomes
It is a best practice to create which of the following after a Windows 2000 Pro OS install?
An established recovery point
A customer wants to use their laptop at a local hotspot that they have successfully used before;
however, they are not receiving any WiFi signals. Which of the following should the technician do?
Check thatWiFi is enabled.
Which of the following is a broadcast address?
255.255.255.255
A technician wants to configure a Windows XP Pro laptop. It needs to write current work to
memory and enter a low power state after fifteen minutes of no activity. The laptop also needs to
be able to resume quickly from this mode. Which of the following power saving modes should a
technician choose?
Stand by
Which of the following laptop components allows connectivity with nearby devices using a PAN?
Bluetooth
How can a user continue a paused print job when using Windows XP?
Right click on the print job and select resume.
A week ago a technician completed several upgrades for a business. The technician has not
heard back from the client. Which of the following would be the BEST course of action to take?
Contact the customer with a follow-up call, inquiring how the systems are running and offering
any additional assistance.
A company customer calls in because the keyboard on their newly issued laptop is not working
right. The customer had the laptop working properly all day in a docking station setting, but is now
attempting to use the laptop’s embedded keyboard. Which of the following is the NEXT action to
take?
Question the customer to determine if they are using the embedded keyboard for the first time.
Which of the following would be the BEST device to replace a hub?
Switch
Which of the following settings would a technician have to set in order to have a barcode reader
perform a horizontal tab?
/t
A technician is trying to change the boot order on a laptop in order to install Windows Vista from a
DVD. Where would be the proper place to configure this?
BIOS
A user reports a constant whining noise coming from their computer while it is on. Which of the
following is MOST likely failing?
CPU Fan
A technician has setup two disks in a RAID array of equal size. Which of the following RAID arrays
is the technician using?
RAID 1
Which of the following RAID arrays does only striped volumes?
RAID 0
Which of the following RAID arrays does stripping with parity?
RAID 5
Which of the following cable types sends and receives data by the use of light?
Fiber
Which of the following cable types contains a foil shield inside the jacket?
STP
Which of the following connectors is commonly used on CAT6 cable?
RJ-45
Which of the following connectors is commonly used on CAT3 cable?
RJ-11
Which of the following cable types have a single copper wire used for sending and receiving data?
Coaxial
Which of the following Internet access types has the GREATEST amount of latency?
Satellite
Which of the following wireless types uses 5GHz frequency and can transmit data up to 54Mb?
802.11a
Which of the following transmission mediums has the GREATEST speed?
Fiber
Which of the following computer infections allows several computers to launch attacks against a network?
Botnet
Which of the following malware types captures personal information?
Spyware
Which of the following malware types displays pop-up advertisements on a PC wanting a user to purchase something?
Adware
Which of the following malware types sends out email from a clients address book?
Worm
Which of the following devices would BEST protect the clients equipment from power outages?
Uninterruptible power supply
Which of the following boot devices can a Live version of the OS be installed and tested on,
without actually installing it on the workstation?
CD
Which of the following protocols uses port 110 by default?
POP
Which of the following is a type of solid state drive?
USB thumb drive
Which of the following motherboards would be installed in a small form factor case?
Micro ATX
IEEE1394b is capable of transfer rates of up to:
800Mbps.
The voltage selector on the back of some power supplies allows a technician to select between which of the following?
110/120 Volts AC or 220/240 Volts AC
Which of the following is an advantage of using Plenum CAT5 cable when installing a network?
Fire resistant
A Windows XP workgroup computer can have up to how many concurrent connections?
10 or fewer
A customer with a SOHO network reports one computer on the network does not have Internet
access. In addition, the customer reports the NIC link lights for that computer are not on. Which of
the following could be the problem?
Switch is not working.
After installing a network card, the technician notices a yellow exclamation mark in Device
Manager. Which of the following is the NEXT step?
Update the device driver.
A technician needs to boot a computer with only the basic devices and drivers. Which of the
following boot options will accomplish this?
Safe Mode
After a computer starts it displays an error message NTLDR is missing. Where can the technician
locate the NTLDR files?
OS installation disk
When a computer is turned on, which of the following is the FIRST process that runs?
POST
A technician is troubleshooting a laptop. After pushing the power button on the laptop the
technician can hear the hard drive is spinning and the operating system start, but there is no
video. Which of the following is the NEXT step to troubleshoot the issue?
Connect the laptop to a monitor.
A customer reports that a laptop does not start when the power button is pressed. When the
laptop is plugged into an outlet it starts. Which of the following is the BEST solution?
Replace the battery.
A client reports that their laptop will not power off when the power button is pushed. Which of the
following could be the issue?
The power-management console
A technician installs a new CD.ROM/DVD player into a laptop. The technician powers on the
laptop and the drive is not detected. Which of the following should the technician do NEXT?
Check if the drive is properly plugged in.
A customer reports that a laptop starts running for a few minutes before freezing or shutting down.
Which of the following is the MOST likely issue?
The system is overheating.
Which of the following are examples of common techniques used in social engineering? (Select
TWO).
Assuming a position of authority/Flattery
Social engineering is used to:
acquire unauthorized information to achieve a goal.
Where is the power on password stored?
CMOS ROM
Full duplex supports transmission of:
communications in both directions simultaneously.
Which of the following is the definition of telnet?
A tool that allows a user to connect to other computers.
Which of the following ports is used for telnet, by default?
Port 23
Which of the following is the POP3 port used for?
It retrieves email from the mail server.
Which of the following ports is used by POP3, by default?
Port 110
A workstation has been experiencing intermittent system problems. The user described the
problems as: occasional rebooting, overheating, electric shock felt on computer case, and the hard
drive stops working. Which of the following is the cause?
Power supply
Drive thrashing is described as which of the following?
Excessive movement between system memory and virtual memory.
Which of the following can be used as a boot device upon startup? (Select TWO).
USB/Network
Which of the following allows a technician to boot from a special device upon startup?
Function keys (e.g. F9, F12)
A user is calling excessively with computer issues. Which of the following should the technician
do?
Explain to the user they need to fill out a work order for the computer issues.
Which of the following utilities could be used to check if there is a remote device on the network?
ping
Which of the following is a way to get to a command prompt in a Windows XP machine? (Select
TWO).
Start> Run>cmd/Start> Programs> Accessories> Command Prompt
A user is trying to print to a network printer; however, every time the user sends a print job to the
printer, it does not print. There are multiple printers in the office, and all other users are able to
print to the printer. Which of the following is the FIRST step that the technician should do?
Confirm the printer name where the user is trying to print.
Which of the following components is used to connect expansion boards to the motherboard?
Riser card
A technician is about to use a cleaning solvent. Which of the following places should the
technician look to find the proper handling procedures?
MSDS
After changing the toner cartridge on a printer, which of the following is the BEST way to dispose
of the old cartridge?
Return to the manufacturer for recycling
When applying the security settings to a network, which of the following is the MINIMUM number
of failed login attempts before a user is locked out?
Three
The foil shielding on a STP cable is there to:
prevent outside interference
A network that has no server controlling the computers is known as a:
workgroup.
A user reports that their CD.Rom is not reading a disc. What should be the BEST first step to
resolve this issue?
Ensure that the CD drive is installed
When a component has a proprietary power supply what is the main imitation?
Replacing it with a power supply made specifically for that unit.
A user calls with a concern about network performance, which of the following would be the FIRST
step to evaluate this issue?
Ensure that shielded cable was used for the network.
Certificate based security for a network would involve the use of:
smart cards.
Which of the following is a best practice to create during an OS installation?
An emergency recovery disk (ERD).
A remote customer calls and says their computer and monitor will not turn on. The customer has
tried the power buttons on the computer and monitor multiple times and still the computer and
monitor will not turn on. Which of the following would be the BEST questions to ask the customer(Select TWO).
Is another piece of equipment, that is plugged into the same power strip/surge protector,powering up?/Did the computer and monitor work before?
A remote Customer calls with a dead computer. The customer says the tower computer will not
turn on and the monitor will not turn on either. Other equipment plugged into the same power
strip/surge protector also will not turn on. What would be the questions to ask this customer? (Select THREE).
Is another piece of equipment plugged into the same power receptacle and is it working?/Is another piece of equipment plugged into the same power receptacle and is it working?/Is another piece of equipment plugged into the same power receptacle and is it working?
Which of the following should be recommended prior to any solution that you will implement?
Perform backup of all data
Which of the following power management settings will require the power button to be pressed to
bring a computer back to a usable state by default?
Hibernate
Which of the following power management settings will allow any key press or mouse movement
to bring a computer back to a usable state by default?
Standby
While working on a computer at a customers home, the customer continually asks questions about
every step being performed. It is getting to the point that is becoming a distraction. Which of the following is the BEST solution?
Continue answering the questions, relax and try to be as calm as possible while working through the distraction
A customer has asked if Windows XP is better than Windows Vista. What is the BEST response to
this question?
Explain the pros and cons of each system
A CRT has stopped working. Which of the following should the technician do?
Dispose through proper channels or send it to be repaired
On average how often passwords should be changed?
90 to 180 days
On average how long should your password be at minimum?
Between 6 and 8 characters
A users high priority print jobs are constantly being held up by larger jobs of lesser importance.
Which of the following is the BEST option to alleviate this issue?
Raise the priority of the users jobs to the highest level.
Which of the following can be done to ensure that the workstations are not damaged and do not
lose power during momentary power spikes or blackouts?
Install a UPS in the office
There are computers that are left on overnight to complete certain calculations and tasks. Recently
the building has been experiencing lengthy power outages and when the employees return the
next morning they find that not only all work has been lost, but the computers gives an error that
the computer has not been shutdown properly. There are UPSs connected to the equipment but
they only last about 30 minutes. What is an option to ensure that all work is not lost and damage
does not occur to the system?
Use software that in case of an outage saves your work, closes programs, and shuts down the
computer
You have changed something on your workstation that is affecting the stability of your OS. You
decide to go to a prior restore point. Which of the following is the action that is being performed?
Rolling back to an earlier configuration
A customer wants to use their laptop at a local hotspot that they have successfully used before;
however they are not receiving any Wi-Fi signals. Which of the following should you try FIRST?
Check that the Wi-Fi adapter is enabled.
A customer is giving a business presentation and has attached a laptop to a portable projector.
However, each time the customer closes the laptop the computer goes into standby. Which of the
following would MOST likely solve the issue?
Change the power settings in Power Management
Which of the following is the authentication technology used by a fingerprint reader?
Biometrics
A user reports that their DVD.ROM is not reading a disc. Which of the following is the FIRST step
to take to resolve this issue?
Ensure that the device is working in Device Manager.
When dealing with a difficult user it is BEST to:
repeat back the issue to the user to ensure understanding
A remote customer states their monitor has no display. Which of the following steps should be
performed to check the monitor? (Select TWO).
Move the mouse and/or press the space bar to check if the computer is in sleep mode/Check the video cable to make sure it is still connected.
A remote customer reports the mouse cursor is moving erratically on the screen or not at all.
Which of the following questions should a technician ask this customer? (Select TWO).
If the mouse has roller ball underneath could they examine it?/What type of mouse is it?
There is excessive heat near the back of a computer. Which of the following should be checked?
Failed fan in the power supply.
A customer states that the computer is taking a long time to boot and the hard drive light is staying
on constantly. Which of the following should a technician check to resolve the issues?
The amount of RAM installed
Which of the following MOST likely uses a parallel port?
Printing to an older printer
A technician is getting ready to perform a repair installation of Windows. Which of the following
should be done FIRST prior to the installation?
Perform backup of all data.
A technician has replaced an incompatible driver with one that is compatible. Which of the
following is the LAST step that should be performed?
Document findings, actions and outcomes.
Which of the following power management settings allows volatile data to be written to a hard
drive before powering off?
Hibernate
Which of the following power management settings will allow a user to press any key or mouse
movement to bring the computer back to a usable state by default?
Standby
While a technician is working on a computer at a customers home, the customer is asking
questions wanting to know every step being performed and why. It is getting to the point that is
becoming a distraction. Which of the following is the BEST solution?
Continue answering the questions, relax and try to be as calm as possible while working.
A CRT has stopped working. Which of the following should the technician do?
Dispose through proper channels or send it to be repaired.
Which of the following is the MINIMUM amount of characters Windows XP will allow in a password?
Zero
Two workstations, two monitors, two printers, and a mini refrigerator are plugged into one power
strip in a single outlet. Which of the following should be done to ensure safety?
Move some of the devices to other outlets and replace the power strips with surge protectors.
In an office there is a concern that the power occasionally spikes and blacks out for a second or
two during the day. Which of the following can be done to ensure that the workstations are not
damaged and do not lose power?
Install a UPS in the office.
Computers are left on overnight to complete certain calculations and tasks. There are UPSs
connected to the equipment but they only last about thirty minutes. Which of the following will
BEST ensure that no damage occurs to the system in the event of an extended power outage?
Install software that saves work, closes programs, and properly shuts down the computer.
A user has changed something on their workstation that is affecting the operability of the OS.
Which of the following actions should the technician perform FIRST?
Roll back to a previous restore point.
A customer has attached a laptop to a portable projector. Each time the customer closes the
laptop the computer goes into standby. Which of the following should the technician do to solve
this issue?
Change the power settings in power management.
A customer reports that after connecting a laptop to a projector they can see their presentation on
the laptop but not on the projector screen. Which of the following should the customer perform?
Use the function + f8 key to toggle between screens.
A client reports that after setting up a home WLAN they can only access the network from the first
floor. The client would like to access the network from outside the home and on the top floor.
Which of the following would the technician recommend for the client?
Install an access point.
Which of the following is the BEST method for cooling a motherboards northbridge chip?
Heatsink
#694 Which of the following is the purpose of heatsinks?
This might be an indication that the battery is failing and can no longer hold a charge/The screen is set to automatically dim to optimize battery power when power is disconnected.
A customer calls and wants to know how to cool a game server. Which of the following is the
BEST recommendation to make?
Install a liquid cooling system.
A user requests that a technician install a fingerprint reader on the users laptop. Which of the
following authentication technologies can be used?
Biometrics
A user reports that when they disconnect the AC adapter from their laptop, the LCD screen gets
dimmer. When the user connects the AC power, the LCD returns to normal brightness. Which of
the following should a technician tell the user?
The screen is set to automatically dim to optimize battery power when power is disconnected.
Which of the following is the purpose of thermal compound?
To provide thermal transfer from the CPU to theheatsink.
Which of the following IP addresses is an example of an APIPA address?
169.254.1.16
Which of the following IP addresses is a class A address?
92.25.16.128
Which of the following IP addresses is a class B address?
129.254.18.10
Which of the following IP address is a class C address?
192.168.1.1
Which of the following IP addresses is a private address?
192.168.1.1
Which of the following IP addresses would a technician see if a computer is connected to a
network device but is not receiving an IP address from the DHCP server?
169.254.10.10
Which of the following IP addresses is a loopback address?
127.0.0.1
Which of the following is the MOST secure password?
[email protected]&!
Which of the following wireless encryption methods is the MOST secure, by default?
WPA
Which of the following security methods prevents loading the OS without the correct credentials?
BIOS password
Which of the following is the FIRST step in troubleshooting a problem?
Recreate the problem.
Which of the following types of media is solid state?
Flash
Which of the following optical media types has the GREATEST amount of capacity?
Blu-Ray
Which of the following interface card types allows Internet access through a dial-up connection?
Modem
Which of the following adapter cards allows the video on a camera to be transferred to a PC for
editing?
Capture
Which of the following wireless communication types works at short distances and operates by line
of sight?
Infrared
Which of the following input devices requires calibration before use?
Touch screen
Which of the following operating systems have Flip 3D installed by default?
WindowsVista Premium
Which of the following is the FIRST operating system to have Windows Compatibility Mode
installed by default?
Windows XP
Which of the following are advantages to NTFS? (Select TWO).
File encryption options/User access and permissions options
Which of the following is a reason why a technician would install a new Windows XP Pro
installation with a FAT32 file structure?
Legacy support for older systems
Which of the following steps would allow a technician to change the virtual memory in Windows
XP Pro?
Control Panel> System> Advanced> Performance> Settings> Advanced> Virtual Memory
Where is the MOST common place for Wake on LAN (WOL) to be enabled/disabled?
System BIOS
A technician needs to verify that all installed devices are using digitally signed drivers from the
correct manufacturer. In a Windows Vista workstation, which of the following commands would the technician use?
sigverif
Which of the following is a best practice when informing users on how to remember a password?
Never write down the passwords
Which of the following is the STRONGEST wireless encryption standard?
WPA2
An employee receives a phone call from a help desk. They state they need to upgrade the
antivirus protection on the workstation. They ask the employee for their username and password.
Which of the following should the employee do?
Refuse the callers request and inform an IT manager.
In order for the print spooler service to start or run correctly, the print spooler requires other
services to be running first. These types of services are known as:
dependency services.
A print job fails to leave the queue. Which of the following services may need to be restarted?
Print Spooler
Which of the following commands would a technician use to manage current print jobs and queues
on a Windows Vista PC?
printmanagement.msc
Which of the following are the minimum requirements to run a 64-bit application in Vista?
A 64-bit operating system and a 64-bit processor
A customer has just purchased a new laptop. Without knowing the specifics of that model, how
might a technician determine if the unit has WiFi capability?
Check the Device Manager for a wireless network device.
Which of the following would be required to capture video from a digital camcorder?
IEEE 1394
A technician has just finished doing a repair and the client wants to know what repairs were
performed. Which of the following is the BEST response?
I replaced the motherboard, which is the main circuit board for the PC.
A technician is replacing a motherboard and the client seems nervous and asks if they are going
to lose all their data. Which of the following is the BEST response?
Your data should be fine. This type of repair will not affect it.
A technician is on a repair job and is expecting an important personal call on their cell phone. In
the middle of doing the repair, the phone rings. Which of the following is the BEST action?
Have the phone on vibrate before starting the repair. Apologize and excuse oneself for a
moment to take the call quickly outside the room.
A client is having a recurring problem with keys popping off their keyboard. The technician knows
that it is because the client has long fingernails and is weary of having to return every week to
replace keys for this client. Which of the following is the BEST response to the clients next repair
order?
Do the repair with a good attitude. Show the client how to put the keys back on.
Which of the following configurations would BEST allow sensitive data to be stored on the same
hard drive as the operating system, while protecting the data from the operating system related
issues?
Partition the drive into two logical drives, making C: the OS and D: the data.
Which of the following will BEST allow a technician to secure a computer against unauthorized use
without entering a password?
Biometric fingerprint scanner
A user reports that the power briefly went out at home while they were in the middle of editing a
very important file. Which of the following devices would BEST help the user avoid further
interruptions from short power failures?
UPS
Which of the following preventive maintenance techniques should be performed when opening a
computer for repair or upgrade?
Remove excessive dust and loose items.
A technician has replaced a power supply for a client and notices there is no power protection in
use. Which of the following is the BEST action to take?
Install an uninterruptible power supply (UPS).
A client reports that their system runs slowly. They have had the system for two years and use it
primarily to download photos, music and browse the Internet. The system specifications are still very good. Which of the following is the FIRST action to take?
Defragment the hard drive.
After the technician performed a repair and has verified that the computer is working properly,
which of the following actions should be taken NEXT?
Document the actions.
Which of the following network classes exists if the default subnet mask is 255.255.255.0?
Class C
Which of the following network classes exists if the default subnet mask is 255.255.0.0?
Class B
Which of the following network classes exists if the default subnet mask is 255.0.0.0?
Class A
Which of the following network classes exists if a hosts IP address is 192.168.1.1?
Class C
Which of the following network classes exists if a hosts IP address is 172.30.22.0?
Class B
Which of the following network classes exists if a hosts IP address is 10.172.1.1?
Class A
Which of the following devices can automatically assign host IP addresses?
Router
A host that has been assigned a permanent IP address is said to have a:
static IP address.
Which of the following contains the settings to change the size of the paging file?
Virtual Memory
Which of the following is indicated when a yellow question mark appears next to a device on the
Device Manager list?
The components driver is not found.
How can a user temporarily stop an active print job when using Windows XP?
Double click the printers icon, right click on the print job and select pause.
How can a user continue a paused print job from the first page when using Windows XP?
Double click the printers icon, right click on the print job and select restart.
How can a user delete an active print job when using Windows XP?
Double click the printers icon, right click on the print job and select cancel.
A remote user cannot locate a printer connected to a host computer in a workgroup. Which of the
following is the MOST likely cause?
Print sharing has not been enabled on the host computer.
In Printer Properties, which of the following tabs gives the technician the ability to set time
availabilities on a shared printer?
Advanced
How many concurrent connections can a Windows XP computer have established at any given
time?
10
Which of the following is an example of when a VPN should be used?
A remote salesman must transfer contract data to the corporate office.
A technician has replaced a failed DIMM. The technician has verified that the unit is working
properly and is now updating the customer on the event. Which of the following responses would be BEST to use?
Please inform me if you continue to have any problems with this PC.
Which of the following is the BEST response when interacting with a customer?
Be sensitive to the customer’s culture.
A technician is working onsite on a virus problem affecting several computers and servers. A new
service call is received, with a response time to another site of two hours. Which of the following
would be the BEST choice to address this situation?
Call the service manager and inform them of the current situation. Follow the manager’s instructions.
A technician has completed the repair of a problem on a PC. Which of the following is the NEXT step to take?
Document the entire event, share this with the customer and take steps to minimize the reoccurrence.
A technician is sent to do a hard drive upgrade in a workstation. Before starting any work on the
system, which of the following is the FIRST course of action to take?
Complete a full backup of the workstation before making any upgrades.
The preferred file system for use with all Windows operating systems starting at Windows 2000 is:
NTFS
Which of the following needs to be completed before a clean installation of Windows Vista can
occur?
Partitioning and formatting of the hard drive
BitLocker works with which of the following components on a machine to provide the user with a
fully encrypted hard disk environment?
TPM
Which of the following is the FASTEST possible connection speed for an external hard drive?
IEEE 1394b
A user is reporting frequent drops in the 802.11g wireless signal. The customer has installed a
new cordless telephone recently that uses the 2.4GHz spectrum. Which of the following is the
MOST likely cause of the customers issues?
RFI
Which of the following memory types finds and corrects errors?
ECC
A customer wants to upgrade from Windows XP Professional to Windows Vista, and does not wish
to lose any files in the process. Which of the following operating systems needs to be used when
performing this upgrade? (Select TWO).
WindowsVista Ultimate/WindowsVista Business
Which of the following are known as malware? (Select TWO).
Spyware/Trojans
A user reports that none of their documents are printing. The user sent ten different documents
over a span of an hour. Which of the following should the technician check FIRST?
If the printer needs the queue cleared.
A technician is building a new system for a client with multiple processors and hard disk drives.
Which of the following power specifications is MOST important to look for when deciding on the
power supply unit for the system?
Wattage
How many devices are supported on a single USB port?
127
Which of the following battery types are used in MOST laptops?
Lithium Ion
The technician is driving from one appointment to the next and encounters a traffic jam. The
technician had planned to arrive five minutes early. Which of the following is the BEST course of action?
Pull over, call the customer from a mobile phone, and explain the delay.
The technician is assisting a user who has little knowledge of computer terms. Which of the
following is the BEST method of working with this user?
Listen and ask questions using non-technical terms.
The technician has arrived at an angry corporate users desk to find a bluescreen, and an error
message of a corrupted file. As the technician begins to evaluate the situation, the customer
demands the computer be replaced immediately. The customer would like another computer so they can make their presentation that is due in an hour. Which of the following is the BEST course
of action?
Remain calm and positive, explaining to the user the data may not be retrievable within the
hour to set a reasonable expectation.
The technician is talking to a company user who is out of state on a business trip. The user is
attempting to install a local printer and has become frustrated and is berating the support staff.
The company has provided remote control software. Which of the following is the BEST course of action?
Remain positive with the user, explaining you will remote into the computer and assist in
installing the printer.
After the technician has evaluated the notebook, they determine that the hard drive has failed. The
customer states they have important documents and photos on the drive which cannot be
replaced. Which of the following options is the BEST course of action?
Explain to the customer in non-technical terms, what has happened to the drive and explain the
options available, such as a data recovery service.
The technician is on-site at a customers home, conducting an initial evaluation of the problem with
the customer. The technician receives a call and the caller ID shows the call is from the
technicians childs school. Which of the following is the BEST course of action?
Inform the customer about the need to take the call from the school.
The technician has confirmed through their testing, the video card is failing. Which of the following
is the NEXT step to take?
Discuss options acceptable to the customer to address the issue.
The technician has completed the repair action on the computer. Which of the following is the
NEXT course of action?
Document the evaluation and actions taken.
The customer notes the computer randomly repeats letters or characters that are not being
entered when the key is pressed. Which of the following would be the NEXT evaluation step?
Check the work area and keyboard for foreign substances.
A customer states that none of the print jobs they have submitted have printed from the network
printer. They have checked the printer and found coworkers have been printing documents. Which
of the following is the NEXT step to take?
Ask the customer to select the printer icon they are trying to use and confirm it is set as the
default printer.
A customer reports the new plug and play USB scanner they purchased is not working or detected
by their photo editing program on their desktop computer. Which of the following actions will BEST resolve the issue?
The technician needs to install the scanner using the instructions provided.
The customer has requested the technician install a new cellular WAN card on their business
laptop prior to their next trip. Which of the following describes the NEXT step to take?
After installing the card with the administrative account, have the customer test the card using
their log in.
Which of the following statements is true when a docking station is used for the first time?
If the external keyboard number lock is toggled on, the embedded keyboard will not function correctly.
Which of the following statements is true about a laptop communication connection?
Bluetooth and WLAN settings may be configured through the BIOS as well as the OS.
Which of the following services should be enabled to allow both corporate users and guests to
easily logon to a local network for Internet access without a technician’s intervention?
DHCP
When working within large computer networks, which of the following is the disadvantage of using
NETBEUI over TCP/IP? (Select TWO).
NETBEUI is designed to be used on small size LANs/NETBEUI is not a routable protocol.
Which of the following command line paths shows the recovery consoles installation?
D:i386winnt32 /cmdcons
A customer reports that a computer can no longer print. The customer works at a company where
the users all print to networked printers. Which of the following is the BEST approach the technician should take?
Verify which printer the customer prints to, ensure the device is still online, is setup as the
default printer, and verify the correct tray is being selected before printing.
Which of the following characteristics apply to solid state drives?
They have no moving parts and can tolerate vibration.
When comparing solid state drives vs. magnetic drives, which of the following holds true?
Solid state drives are faster, more reliable, and require less power.
Which of the following drives is not susceptible to damage typically caused by strong vibration or
rough handling?
Flash drive
Which of the following is a true statement regarding optical drives and backward compatibility?
Blu-Ray drives can read Blu-Ray media, DVD media, and CD media.
Which of the following is a true statement regarding a liquid cooling system as compared to the
traditional heatsink?
Liquid cooling systems are more effective at cooling the processor.
Which of the following protocols uses port 23, by default?
TELNET
Which of the following ports needs to be blocked to prevent Internet access?
80
Which of the following BEST describes the differences between a switch and a router?
A switch interconnects devices on the same network to be able to communicate, where a router
interconnects one or more networks.
Before performing a clean install of Windows XP professional, which of the following file system
formats would be the BEST choice for security purposes?
NTFS
Before upgrading an operating system on a PC, which of the following is the BEST task to perform?
Backup the hard drive.
Which of the following power management modes stores all data from memory to the hard drive and completely powers down?
Hibernate
Which of the following tools can be used to update a driver?
Device Manager
The SSID on a wireless network is which of the following?
Broadcast name
Which of the following is the STRONGEST wireless encryption type?
WPA2
Which of the following security devices uses biometric technology?
Fingerprint scanner
Which of the following BEST describes a virus?
Malicious code that can propagate itself to different host files.
Which of the following key commands will lock a workstation?
Windows Key + L
An exception is made for port 25. Which of the following has MOST likely been performed?
Port 25 has been opened.
Which of the following authentication technologies is the MOST effective?
Username and password
The term data wiping refers to which of the following?
The hard drive is set to pre-format conditions.
A technician is installing a hard drive that does not contain any movable parts inside. Which of
following drive types did the technician install?
Solid state
Which of the following devices writes data by burning an image to the media?
Optical
Which of the following media types has a capacity of 4.7GB?
Single-layer DVD
Which of the following devices reads fonts by the reflection of white spaces between black bars?
Laser barcode reader
Which of the following cable media types passes sound and video through one cable?
HDMI
Which of the following settings helps remove discoloration in a CRT monitor due to magnetism?
Degauss
Which of the following places would a technician look to view the local drives?
My Computer
Which of the following places would a technician go to view running system processes?
Task Manager
Which of the following connection types will commonly be transmitted over RG-6 media?
Cable
Which of the following network connections uses an analog signal?
Dial-up
Biometric authentication is a security feature preventing access to a device. Which of the following
is an example of this feature?
Fingerprint scan
Which of the following interfaces allows for the FASTEST speed?
IEEE 1394b
Which of the following speeds is the maximum transmission rate of the USB 2.0 interface?
480Mbps
Which of the following is the maximum recommended cable length for connecting USB devices?
5 meters (16 feet)
Cardbus interfaces are mainly found on which of the following?
Notebooks
Which of the following is the number of devices that can be daisy-chained to an IEEE 1394 port?
63
Which of the following is the maximum transfer speed that can be achieved on SATA interface?
300Mbps
Which of the following is the FASTEST way for a technician to find out a users computer name in
a Windows 2000 environment?
Right click on My Computer > Properties > Network Identification Tab
Which of the following devices has an extremely dangerous electrical charge when exposed?
CRT monitor
In Windows XP, which of the following is the proper way to delete a print job in queue?
Start > Settings > Printers and Faxes > Open the printer queue box > Highlight the print job(s)
in question > Hit the Delete key and click OK
UAC is a security feature found in which of the following operating systems?
WindowsVista Business
Which of the following 32-bit processors has 64-bit capability?
Intel Core 2 Duo
A technician is installing an external hard drive and controller card that both use the IEEE 1394b
standard. Which of the following is the correct cable to use?
9-pin male to male
A laptop user states that lately that when certain letter keys are pressed, numbers appear on the
screen. Which of the following is the MOST likely cause of this situation?
TheNumLock option is enabled.
While replacing an ATX power supply in an older model desktop PC, the technician observes the
motherboards main power connector has less pins than the new power supply cable. After
clearing it with the manufacturer, the cable is plugged in and the PC is up and running. Which of
the following is the BEST reason why this fix worked?
Newer ATX power supplies are 20/24 pin compatible.
Which of the following network media types uses pulses of light to transmit data?
Fiber
Which of the following displays a list of print jobs waiting to process through a printer?
Print queue
Where is the L2 cache located?
On the CPU
Which of the following memory types must be used in pairs?
RDRAM
Which of the following connector types is used on fiber cables?
Which of the following connector types is used on fiber cables?
Which of the following memory types must be used in pairs?
RDRAM
Which of the following cable types releases the LEAST amount of toxic fumes in a fire?
Plenum
Which of the following wireless types, by default, has the GREATEST throughput and amount of coverage?
802.11n
Which of the following is used to rate desktop power supplies?
Maximum output wattage
A customer reports that their laptop keyboard does not work. Which of the following is the NEXT
step in the troubleshooting process?
Attach an external keyboard.
A caller tells a technician that they need their username and password so they can remote into
their workstation to complete some work that was left undone. The technician explains this is
against company policy. Which of the following threats has been attempted?
Social engineering
New policies have just been developed by a companys IT Department. The department develops
a Standard Operating Procedure to be signed by all employees and displayed on the policy board.
The employees signing this memo and carrying out these new procedures is an example of which of the following?
Compliance in the workplace
A technician is processing sensitive documents when they come across documents in a file
cabinet that are unmarked. It is company policy that all documents be labeled even if they are not
sensitive. Which of the following security elements governs data sensitivity?
Classification
A technician is troubleshooting and wants to limit the amount of programs on startup. Which of the following should be used?
Configuration Utility
Category 5e specification structured cabling is generally used to carry many other signals such as
basic voice services, token ring, and ATM. Despite the stricter performance specifications, Cat 5e
cable does not enable longer cable distances for Ethernet networks: cables are still limited to a
maximum of______in length.
100 meters (328 feet)
The_________is the measurement of the number of pixels an LCD monitor can display without the image appearing distorted.
Native resolution
Which of the following battery chemistries has the longest life when used with portable computing
devices?
Li-Ion
It is possible to see status light indicators on the interfaces of NIC and Modem
True
Which of the following is not a benefit of laptop design?
Increased performance
Which of the following is not a requirement for ACPI to function?
YOU must be running Windows 95 or later
Which of the following is not a requirement for ACPI to function?
YOU must be running Windows 95 or later.
Which laptop input device was released with the IBM ThinkPad series of laptops?
Point stick
Which of the following is a disturbance that affects an electrical circuit, such as wireless
communications, due to either electromagnetic conduction or electromagnetic radiation emitted
from an external source?
RFI
You are having problems with the video card in one of your computers. Where could you check for
troubleshooting information? (Choose all that apply.)
The video card manufacturer’s website/The manual that came with the card
What does Safe Mode allow you to do?
What does Safe Mode allow you to do?
Which type of attack denies authorized user’s access to network resources?
DOS
Which step in the EP print process uses a laser to discharge selected areas of the photosensitive drum, thus forming an image on the drum?
Writing
Which of the following could be the cause of paper jams on a laser printer?
Worn pickup rollers
A password generator can be part of a password manager. When a password policy enforces
complex rules, it can be easier to use a password generator based on that set of rules than to
manually create passwords. What can we benefit from a password generator?
Generators eliminate a user’s tendency to create passwords that can be a security liability.
What do you use in Windows XP to create a recovery disk?
Automated System Recovery (ASR)
Blu-Ray drives can read Blu-Ray media, DVD media, and CD media.
True
Of the following voltage pairings, which one accurately represents the input and output,
respectively, of power supplies and AC adapters?
AC in, DC out
What model is used to provide a common way to describe network protocols?
OSI
What type of backup will back up all selected files and then clear the archive bit?
Normal
Which of the following wireless IEEE standards operate on the 2.4GHz radio frequency and are
directly compatible with each other? (Choose all that apply.)
802.11b/802.11g
High-density three and a half floppy diskettes have a formatted capacity of:
1.44MB
High-density three and a half floppy diskettes have a formatted capacity of:
1.44MB
High-density three and a half floppy diskettes have a formatted capacity of:
1.44MB
Which component of physical security addresses outer-level access control?
Perimeter security
In order to delete and/or replace system files, which command do you use to remove the Hidden,
System, and ReaD.Only attributes on the file before you replace the file?
ATT RIB
The most appropriate way to remove a USB device on a laptop computer is to stop the device first, and then remove it from laptop.
True
Which of the following topologies allows for network expansion with the least amount of disruption
for the current network users?
Star
All of the following are Windows file-related problems except_________
AUTO EXEC.BAT issues
A server on your network will no longer accept connections using the TCP protocol. The server
indicates that it has exceeded its session limit. Which type of attack is probably occurring?
TCPACKattack
The net use F: ComputerNameShareName /persistent:YES command will automatically
reconnect a network drive as F: after a restart on a Windows XP system.
True
The edit command line tool is able to open a text based word processor
True
Which of the following file attributes are available to files on a FAT32 partition?
Hidden, Read Only, Archive, System
You are administering a system that has been locked down for security reasons. You notice that
among all of the other ports, port 443 and port 80 have been disabled. What services are
associated with these ports? (Choose two.)
HTTP/HTTPS
The Point-to-Point Protocol over Ethernet (PPPoE) is a network protocol for encapsulating Pointto-
Point Protocol (PPP) frames inside Ethernet frames. Refer to the following Internet connectivity
methods, which one provides digital data transmission over the wires of a local telephone network
and uses protocols such as PPPoE?
DSL
USB, eSATA and Express Card/54 are examples of hot pluggable devices
True
Which of the following statements regarding floppy drive installation is true?
Although some drives might not clearly key the receptacle for the Berg power connector, you
must insert the connector correctly or the drive can be damaged.
Hide answers/explanations
Atypical backlight technology is
CCFL
Which of the following password, once setup, is necessary to be entered before booting into the operating system?
BIOS
Which of the following contains a bootable computer operating system and is unique in that they
have the ability to run a complete, modern operating system on a computer lacking mutable secondary storage?
Live CD
As portable computers are used in a variety of locations, one of the characteristic of Windows
operating system lets a user change which devices his computer uses when he moves it from
location to location. For example, a portable computer with a docking station is generally
connected to a local wired network; however, if it is used in a hotel or on an airplane, the portable
computer will automatically connect to a wireless network. Which of the following feature enables
that?
Hardware profile
For modern motherboards, which statement concerning CPU and RAM configuration is most true?
A. Modern motherboards have intelligent BIOS routines that automatically recognize and configure
themselves for the CPU and RAM.
Warm is a type of:
malicious software that is self-replicating and self-propagating
Which of the following allows for creating a private scope of computer communications or
providing a secure extension of a private network into an insecure network?
VPN
You are an IT professional in an international company. During your working hours, a customer
calls you and is wondering what requires special attention if he wants to ship a laptop. As an
experienced technician, what is your recommendation so as to avoid the potential damage during
transit?
Remove PC card adapters
Aero is a feature of the Windows Vista Ultimate operating system
True
Which elements are required to communicate on a TCP/IP network? (Choose all that apply.)
IP address/Subnet mask
Refer to the following descriptions, which one about the Virtual Private Network (VPN) is the mostappropriate?
A VPN is a secured line of communication between two points through a public network.
Which of the following locations is common for system files?
C:WindowsSystem32

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