1 After consulting the manufacturer manuals, a technician applies a series of recommended solutions that resolve a problem with a workstation computer. What is the next step in the troubleshooting process that the technician should perform?
- Verify the solution and confirm full system functionality.
- Test the theory of probable cause.
- Document the findings, actions, and outcomes.
- Determine the next steps to resolve the problem.
2 A computer technician performed a number of actions to correct a problem. Some actions did not solve the problem, but eventually a solution was found. What should be documented?
- a description of the problem and solution
- everything that was done to try to solve the problem
- only the failed attempts, so that future technicians will know what not to try
- only the solution, because this solved the problem
3 A technician is troubleshooting a 4-year-old computer that takes a long time to boot, and identifies that the BIOS rediscovers all the hardware at every boot. What action would fix this problem?
- Replace the CMOS battery.
- Start the computer with the last known good configuration.
- Launch Device Manager to discover new hardware.
- Reset the BIOS using the CMOS jumper.
4 If a technician is unable to create a backup of data on a customer computer, what three pieces of information should the technician include on the liability release form signed by the customer before beginning work? (Choose three.)
- permission to work on the computer without a current backup available
- a description of the work to be performed
- the components used in the repair
- a release from liability if data is lost or corrupted
- the steps required to resolve the problem
- a description of the problem
5 What is the next step after a possible solution is implemented during a troubleshooting process?
- Test another possible solution.
- Identify other possible causes for the problem.
- Verify the full system functionality and apply maintenance procedures.
- Document the cause and the solution for the problem.
6 What is the purpose of documenting the information that is obtained from the customer in the work order?
- to keep track of parts that are ordered
- to create a centralized database of possible problems
- to use the information to aid in solving the problem
- to use the information for marketing purposes
7 What component is most suspect if a burning electronics smell is evident?
- CPU
- RAM module
- power supply
- hard drive
8 A web designer installed the latest video editing software and now notices that when the application loads, it responds slowly. Also the hard disk LED is constantly flashing when the application is in use. What is a solution to solve the performance problem?
- replacing the hard disk with a faster model
- adding more RAM
- replacing the video card with a model that has a DVI output
- upgrading to a faster CPU
9 During what step in the troubleshooting process does the technician demonstrate to the customer how the solution corrected the problem?
- Establish a theory of probable cause.
- Verify full system functionality.
- Document the findings, actions, and outcomes.
- Establish a plan of action to resolve the problem.
10 A user has noticed that the hard drive LED on the front of the computer has stopped working. However, the computer seems to be functioning normally. What is the most likely cause of the problem?
- The power supply is not providing enough voltage to the motherboard.
- The hard drive LED cable has come loose from the motherboard.
- The motherboard BIOS needs to be updated.
- The hard drive data cable is malfunctioning.
11 A helpdesk technician takes a call, “Good morning, this is the helpdesk. My name is Greg. How may I help you today?” The frantic caller states, “My computer will not turn on and I have a presentation in 15 minutes.” The technician responds, “Now calm down and let us see what we can do.” The technician then proceeds to lead the caller through the process of checking power cables and power lights. Which troubleshooting step is being used at this point?
- Verify full system functionality and, if applicable, implement preventive measures.
- Establish a plan of action to resolve the problem.
- Implement a solution.
- Establish a theory of probable cause.
- Identify the problem.
12 A customer asks for a solution to a printer problem that is beyond the knowledge level of the technician. What should the technician do?
- Ask the customer to call again when another technician can provide a solution to the problem.
- Tell the customer to call the printer manufacturer to fix the problem.
- Try to fix the problem anyway.
- Gather as much information as possible and escalate the problem.
13 What is the best way to determine if a CPU fan is spinning properly?
- Visually inspect the fan when the power is on to ensure it is spinning.
- Spray compressed air on the fan to make the blades spin.
- Spin the blades of the fan quickly with a finger.
- Listen for the sound of the fan spinning when the power is on.
14 During the troubleshooting of a PC that will not boot, it is suspected that the problem is with the RAM modules. The RAM modules are removed and put into another PC, which successfully powers on. The RAM modules are then put back into the original PC and it now successfully powers on as well. What was the most likely cause of the problem?
- The RAM modules were not seated firmly.
- The RAM modules have bad blocks.
- The RAM modules were inserted backwards into the DIMM slots.
- The RAM modules did not match the PC specs.
15 Which two types of data should be backed up before troubleshooting a computer for a customer? (Choose two.)
- documents that are created by the customer
- Windows operating system files
- BIOS system file
- Internet Explorer favorites files
- driver files for the hard disk
16 A technician is performing hardware maintenance of PCs at a construction site. What task should the technician perform as part of a preventive maintenance plan?
- Remove dust from intake fans.
- Back up the data, reformat the hard drive, and reinstall the data.
- Perform an audit of all software that is installed.
- Develop and install forensic tracking software.
17 What are three benefits of computer preventive maintenance? (Choose three.)
- extension of the life of components
- improvement in data protection
- reduction in the number of equipment failures
- elimination of the need for repairs
- improvement in RAM access time
- time savings for technicians making repairs
18 A specific computer has an issue that could not be resolved by the help desk technician. The on-site technician finds that Windows updates have been disabled. The technician re-enables the update service, configures the computer for automatic updates, downloads and installs all missing updates, ensures the computer boots successfully, and verifies with the customer that the issue has been resolved. Which step, if any, is next?
- No further action is needed.
- Document the findings, actions, and outcomes.
- Establish a plan of action to resolve the problem and implement the solution.
- Verify full system functionality and, if applicable, implement preventive measures.
- Test the theory to determine the cause.
19 An employee reports that the output of a workstation display is distorted. The technician checks the manufacturer website and downloads the latest version of the video driver. After the video driver is installed, what should the technician do next?
- Schedule the next system checkup with the employee.
- Log the previous and current version numbers of the video driver.
- Open a video editing application to verify the video performance.
- Move the display card to another slot to see if the video performs better.
20 What is a primary benefit of preventive maintenance on a PC?
- It simplifies PC use for the end user.
- It assists the user in software development.
- It enhances the troubleshooting processes.
- It extends the life of the components.
21 When troubleshooting a computer, where can a technician find updated information about errors caused by the system, the user, or the software?
- Device Manager
- vendor diagnostic tools
- Event Viewer
- the BIOS
22 In which step of the troubleshooting process would a technician have to do more research on the Internet or within the computer manual in order to solve a problem?
- Test the theory to determine the cause.
- Document findings, actions, and outcomes.
- Verify full system functionality and, if applicable, implement preventive measures.
- Identify the problem.
- Establish a plan of action to resolve the problem and implement the solution.