It-essentials v5.0 A+ Cert Practice Exam 2

1

Refer to the exhibit. In what situation would a technician use this tab?

When the device will not be using the Internet.
When a device is behind a firewall and software is being used that needs access to a remote network.
When the computer will be using a VPN connection and accessing the Internet while connected through the VPN.
When a laptop is used both at work with DHCP and at home with a static IP address.

2
A technician is attempting to repair a Windows 7 laptop that has a missing or corrupt OS file that prevents Windows 7 from starting up. The technician reboots the laptop and accesses the WinRE via the F8 key. Which option must the technician choose in the System Recovery menu to locate and fix the missing or corrupt system files?

System Restore
Windows Memory Diagnostic
Startup Repair
System Image Recovery

3
After complaints from users, a technician identifies that the college web server is running very slowly. A check of the server reveals that there are an unusually large number of TCP requests coming from multiple locations on the Internet. What is the source of the problem?

The server is infected with a virus.
There is insufficient bandwidth to connect to the server.
There is a replay attack in progress.
A DDoS attack is in progress.

4
A user reports that a laser printer is printing shadow images and letters. Which part should the technician replace to correct this problem?

pick up roller
fuser
drum
network cable

5
A user has determined that the computer hard drive is failing. Before the failure, the user implemented a backup scheme running a normal backup every end of the month and then incremental backups every other day. What is the correct sequence that the user has to follow in order to restore the backup?

Restore the last incremental backups in inverse order, and then restore the last normal backup.
Restore the last normal backup first, then restore the incremental backups in order.
Restore the last incremental backup and then restore the last normal backup.
Restore the last normal backup first, then restore the last incremental backup.

6
What are two possible causes of a computer running slowly? (Choose two.)

The RAM is not compatible with the motherboard.
The hard drive has been partitioned.
Not enough RAM is installed in the system.
The hard drive is full.
The CPU has been overclocked.

7
A technician connects a new LCD monitor for the first time and finds the display very pixilated. What is a possible solution to this problem?

Set the screen to native resolution.
Change the monitor video connector from DVI to HDMI.
Power cycle the monitor.
Set the screen resolution to VGA.

8
Which statement that is related to running 64-bit software is correct?

64-bit software requires a 64-bit processor but can run on a 32-bit operating system.
64-bit software can run on a 32-bit processor but requires a 64-bit operating system.
64-bit software requires a 64-bit processor and a 64-bit operating system.
64-bit software can run on a 32-bit processor using a 32-bit operating system but the software performance will be slower.

9
Which user account should be used only to perform system management and not as the account for regular use?

standard user
administrator
guest
power user

10
A technician is troubleshooting a network connectivity problem. Pings to the local wireless router are successful but pings to a server on the Internet are unsuccessful. Which CLI command could assist the technician to find the location of the networking problem?

msconfig
ipconfig
ipconfig/renew
tracert

11
What are two features of the Android operating system? (Choose two.)

Android has been implemented on devices such as cameras, smart TVs, and e-book readers.
Each implementation of Android requires a royalty to be paid to Google.
All available Android applications have been tested and approved by Google to run on the open source operating system.
Android applications can only be downloaded from Google Play.
Android is open source and allows anyone to contribute to its development and evolution.

12
Which two guidelines are appropriate for creating strong passwords? (Choose two.)

Use only upper case and numeric values in passwords.
Include letters, numbers, and symbols.
Use at least eight characters.
Change the password once each year.
Passwords should contain symbols only.

13
A technician is about to install and configure a wireless network at a small branch office. What is the first security measure the technician should apply immediately upon powering up the wireless router?

Disable the wireless network SSID broadcast.
Configure encryption on the wireless router and the connected wireless devices.
Enable MAC address filtering on the wireless router.
Change the default user-name and password of the wireless router.

14
A technician is troubleshooting a Windows 7 laptop that takes significantly longer than expected when performing a file search. What is the possible cause?

The file permissions are not set.
The disk type is dynamic.
The disk type is basic.
The file system is corrupt.
The index service is not running.

15
Which two methods are used to directly connect mobile devices such as tablets and smartphones to a data network? (Choose two.)

wired Ethernet
Bluetooth
Wi-Fi
WiMax
cellular communications

16
A user is viewing the Disk Management utility on a PC that is running Windows XP and notices that one of the disks is marked as Foreign. What does this mean?

This is a dynamic disk whose partition has been deleted.
This is a dynamic disk from another PC running Windows XP.
This is a basic disk that has just been converted to a dynamic disk.
This is a disk that does not contain a valid signature.

17
What action should a technician take before upgrading computers from Vista to Windows 7?

Uninstall all programs.
Run Vista Upgrade Analyzer.
Run Windows 7 Upgrade Advisor.
Upgrade the video card.

18
What are two file attributes? (Choose two.)

details
general
archive
read-only
security

19
Which type of malware is disguised as a legitimate program?

worm
Trojan
spyware
adware

20
A technician has successfully removed malware from a PC and finds that when the system is rebooted error messages are displayed about missing and corrupt system files. What utility can the technician use to replace or fix any corrupted system files?

Regedit
ASR
Fixboot
SFC
Fixmbr

21
An “OS not found” error message is displayed when a computer is started. The technician determines that the single hard drive is configured as a slave. What needs to be done to correctly configure the hard drive as a master?

Change the master/slave setting in System Tools.
Replace the hard drive.
Change the master/slave setting in BIOS.
Change the jumper settings on the hard drive.

22
A technician is troubleshooting a server and wants to see all open shared files on it. What command could the technician use to do this?

net accounts
net file
nbtstat
net group
ntstat

23
A technician is troubleshooting a problem where many websites return a “certificate not valid” error. The technician notices that the date and time are not current and resets these to the correct settings. The previously inaccessible websites are now accessible. However, when the computer is restarted the same problem reoccurs. What can the technician do to prevent the date and time from resetting?

Replace the CMOS battery.
Reinstall the OS.
Upgrade the BIOS.
Change the power settings in the BIOS.

24
Which two issues are likely to cause BSOD errors? (Choose two.)

RAM failing
power supply failure
out-of-date browser
lack of antivirus software
device driver errors

25
A technician wants to use Remote Desktop to configure another PC. Which firewall port on the remote PC should be open in order for Remote Desktop to work?

23
20 and 21
80
115
389
3389

26
A technician needs to permanently destroy data on some drives before disposing of them. What is the best way to do this?

Shatter the drive platters with a hammer.
Overwrite the drives
Partition the hard drives.
Perform a full format.

27
What kind of tool or substance is better to use to remove spilled toner on a laser printer?

compressed air
mild detergent solution
regular vacuum cleaner
special vacuum cleaner

28
On a PC that is running Windows 7 Ultimate, a user sets up a home entertainment system and creates a homegroup. The user then joins two other PCs to the workgroup, one PC running Windows 7 Starter and the other running Windows 7 Home Basic. What else must the user do in order to have the user accounts on the Windows 7 Home Basic and Windows 7 Starter PCs access the shares on the home entertainment system?

Users have to be added to the user accounts on the home entertainment PC.
Users on the PC that is running Windows Home Basic will have to be manually added to the homegroup.
Nothing has to be done. All users accounts on all the PCs will automatically be added to the homegroup.
User accounts on all three PCs have to be added to the homegroup.
Users on the PC that is running Windows Starter cannot join the homegroup.

29
A user wants to extend a primary partition formatted with the NTFS file system with the unallocated space on the hard disk. What must the user do after the primary partition is extended to make it usable?

Format the disk with the FAT64 file system.
Convert the disk type to dynamic.
Ensure that the disk type is basic.
Partition the new space as a basic disk.

30
A user has detected that one of the virtual machines in a computer is infected with a virus. Which statement about the situation is likely to be true?

The host machine antivirus program requires an update.
The host operating system is not necessarily infected with a virus.
All of the virtual machines running on the host are infected with a virus.
The host machine operating system has a bug.

31
What type of file system allows the use of files larger than 5 GB and is mostly used on internal hard drives?

exFAT
FAT64
CDFS
FAT32
NTFS

32
A user purchases a new 802.11n wireless router and sets it up at home. The user notices that 802.11n devices can connect to the wireless router but 802.11g devices cannot connect. What is the problem?

The wireless router is set to use the wrong channel.
The wireless router has not been set for mixed mode.
The wireless router is faulty.
The wireless router is using the wrong SSID.

33
Which two possible errors may be displayed when a laser printer does not have enough memory to handle the type of printing jobs that the users are trying to print? (Choose two.)

incorrect type of memory
memory overload
incorrect slot of memory used
print job incomplete
out of memory
buffer overflow

34
What is true about restore points?

Restore points should always be created before making changes to a system.
Once System Restore is used to restore a system, the change is irreversible.
Restore points back up personal data files.
Restore points recover corrupted or deleted data files.

35
A technician has created a customized image of Windows 7 and wants to deploy it to 30 PCs. Which utility can the technician use to do this?

Chkdsk
Sfc
Regedit
Sysprep

36
A user reports that a computer is unable to print on an inkjet printer. The technician has determined that there is no paper in the paper bin. What is the next step in the troubleshooting process?

Determine the exact cause.
Establish a plan of action.
Document the findings.
Verify system functionality.

37
A user wants to map a network drive on a PC that is named “WORK2″ and runs Windows 7. The name of the shared resource the user wishes to map to is called “installs” and is located on a workstation called “WORK1″. What would be the correct path for mapping the network drive?

WORK2|installs
work1installs
usernamepassword/WORK1/installs
usernameWORK2installs
usernameWork2installs
// WORK2/installs

38
What are two functions of hypervisors? (Choose two.)

to allocate physical system resources to virtual machines
to manage virtual machines
to partition the hard drive to run virtual machines
to protect the host from malware infection from the virtual machines
to share the antivirus software across the virtual machines

39
What is a possible situation when it might be necessary to boot Windows 7 from a USB device, a CD, or a DVD?

to repair the system
to disable background services
to delete registry keys
to partition the hard drive

40
What is required in order to connect a Wi-Fi enabled laptop to a WPA secured wireless network?

an updated wireless driver
a security encryption key
a username and password
a MAC address

41
Which security threat hides the resources that it uses from antivirus programs?

rootkit
worm
Trojan
spyware

42
A technician is troubleshooting a workstation in a domain that has been infected with a virus. What is the first step the technician should take to clean the infected workstation?

Run the antivirus software.
Update the antivirus software.
Turn off system restore.
Disconnect the workstation from the network.

43
Which feature of a mobile device uses sensors to detect the orientation of the screen and changes the display to landscape or portrait as required?

synchronization
GPS
screen calibration
accelerometer

44
A Windows XP PC that was formatted with the NTFS file system displays a missing or corrupt DLL error message when a certain program is run. What is the cause of this?

The OS must be 64 bit in order to support the DLL.
The NTFS file system does not support DLLs.
The DLL file was not installed with the program.
The DLL file was not registered during installation of the program.

45
A user has a computer that is infected with spyware. What should be performed before removing the spyware?

Run Windows Update.
Disable System Restore.
Create a full backup.
Run a disk defragmentation.

46
This is a flash item. Please click below to answer this item.

47
Which expansion card can assist in troubleshooting a computer problem when no video is available?

BIOS card
USB expansion card
POST card
advanced graphics card

48
A wired network is undergoing several changes that could leave it vulnerable to connection by unauthorized devices while the work is in progress. Which two temporary measures would enable the authorized devices to continue to have network access but prevent unauthorized devices from connecting? (Choose two.)

Subnet the network.
Disable DHCP.
Disable SSID broadcast.
Disable DNS.
Assign static IP addresses to the authorized devices.

49
A technician successfully removes malware from an infected PC. When the PC is rebooted it displays error messages about missing system files. How can the technician fix this problem?

Disable unknown services using Msconfig.
Write a new boot record with Fixboot.
Run Chkdsk.
Run Sfc.

50
A user has shared a directory on the network. The files in the directory can be modified, created, and deleted when accessed from the local computer, but when accessed from another computer, the files can only be viewed. What can the user do to gain all the permissions when the files are accessed over the network?

Update to the NTFS file system.
Adjust firewall settings.
Run a full antivirus scan.
Adjust share permissions.

51
A technician is trying to troubleshoot a Windows 7 PC remotely and finds that pings to the target machine fail and that telnetting into it fails as well. What changes should the technician make on the Windows 7 firewall in order to telnet into the target PC remotely?

Open ports 20 and 21 on the target machine.
Open port 23 on the target machine.
Open port 80 on the target machine.
Allow ICMP messages on the target machine.

52
Which statement is correct about installing a 32-bit operating system on a x64 architecture?

The OS will run correctly.
This combination will provide better security.
The OS will always make use of all the RAM available.
The OS can address more than 128 GB of memory.

53
What tool can be used to find and attempt to fix file structural errors on a hard disk in Windows 7?

Fixmbr
Scandisk
Chkdsk
Format

54
What type of partition has the ability to create volumes spanning across more than one disk?

dynamic
primary
active
extended

55
A user needs to frequently access data from a shared folder on a remote computer. Which command would be used to map a network drive to the remote share?

net use
nbtstat
tasklist
ipconfig

56
A user reports that a PC is losing files, not opening some files, and is performing slowly. The technician suspects problems with the hard drive. What should be done to protect the data that is on the PC and to determine the source of the problem, without risking total drive failure?

Run CHKDSK, then back up all important files.
Run CHKDSK, then run FDISK.
Run FDISK, then replace the hard drive.
Back up all important files, then replace the hard drive.
Back up all important files, then run CHKDSK.

57
Which Windows utility can be used to schedule a regular backup for preventive maintenance?

Windows Task Manager
System Restore
Windows Task Scheduler
Disk Cleanup

58
Which two mobile device components are field replaceable? (Choose two.)

internal SSD
battery
Subscriber Identity Module card
touch screen
accelerometer sensors

59
Which two common connection types are used to synchronize mobile devices with a PC or laptop? (Choose two.)

GPS
Bluetooth
Wi-Fi
USB
SSD

60
A business organization is configuring security on the mobile devices that are used in the organization. The security policy states that business data on mobile devices should only ever be accessed by employees. Which mobile device security feature can be used to best ensure that business data is rendered completely inaccessible if the device is lost or stolen?

sandbox
remote wipe
passcode lock
remote lock

61
For mobile devices, what are two advantages of using flash memory storage technology that is the equivalent of solid state drives? (Choose two.)

light weight components
high capacity
flash memory storage is field-serviceable
power efficiency
ease of upgrading

62
A technician troubleshooting a network problem has used CLI commands to determine that a computer has not been allocated a correct IP address from the DHCP server. Which command can the technician use to solve this problem?

ping
tracert
ipconfig/release
ipconfig/renew

63
A computer technician has successfully returned a laptop to full operation and verified system functionality. Actions the technician performed included modifying the registry and applying patches to the operating systems. What is the next step in the troubleshooting process that the technician should do?

Consult manufacturer manuals and repair logs.
Reboot the computer.
Re-attach and test all peripherals.
Document the solution.

64
This is a flash item. Please click below to answer this item.

65
How can a user prevent specific applications from accessing a Windows computer over a network?

Enable MAC address filtering.
Disable automatic IP address assignment.
Block specific TCP or UDP ports in Windows Firewall.
Change default usernames and passwords.

66
When a Windows XP computer starts, a “Missing NTLDR” message is displayed after the POST. What are two possible solutions to this problem? (Choose two.)

Use the last known good configuration to boot the computer.
Run fdisk/mbr from the command prompt.
Run the bootrec/fixmbr command from the System Recovery console.
Restore the BOOTMGR file from the Windows installation media.
Restore ntdetect.com from the Windows installation media.

67
A computer locks up frequently, and no error message can be seen on screen. The problem occurs every time the user attempts to restart the computer. What is the most likely reason for this problem?

The power supply has failed.
The computer is overheating.
The index service is not running.
A startup file has become corrupted

68
A technician has replaced the power supply unit of a PC, but notices that when the PC boots up the RAID array cannot be found. The technician verifies that the wattage of the replaced power supply unit matches the original one and that the RAID controller is receiving adequate power. What is the problem?

The RAID controller requires a higher voltage setting.
The CMOS settings have not been saved.
The power cables were incorrectly reconnected to the array of drives.
The power supply unit is not supplying the correct voltage.

69
A user notices that there is intermittent wireless connectivity on a laptop that is running a wireless PCI Express Micro card using the wireless 802.11n standard. What should the user do to fix the problem?

Replace the OS on the laptop.
Move the laptop to a new location.
Replace the PCI Express Micro card with a Mini-PCIe card.
Replace the PCI Express Micro card with a Mini-PCI card.

70
Which type of user account is created automatically during a Windows XP installation?

Administrator
Guest
Standard user
Power user

71
A cleaner attempts to enter a computer lab but is denied entry by the receptionist because there is no scheduled cleaning for that day. What type of attack was just prevented?

shoulder surfing
social engineering
war driving
Trojan
phishing

72
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?

Determine the next steps to resolve the problem.
Test the theory of probable cause.
Document the findings, actions, and outcomes.
Verify the solution and confirm full system functionality.

73
A user is able to only access files required to perform a specific task. What type of security practice is being applied?

principle of least privilege
principle of necessary privilege
principle of most privilege
principle of privileges

74
A user replaced a PC CPU with a faster one, but now the PC displays a BSOD on bootup. What is the problem?

The CMOS settings have not been saved on bootup.
The CPU multiplier has not been set.
The front side bus is set too low.
The CPU voltage is set too high.

75
A user receives an email requesting verification of the password that is used to access bank files. What type of security threat is this?

malware
social engineering
virus
phishing

76
A company has replaced five desktop computers in the accounting and finance department with new computers. The plan is to donate the recovered computers in a fully functional state to a not-for-profit community organization. How can the company ensure that sensitive financial data cannot be accessed once the computers are donated?

Perform a high-level format on the hard drives.
Drill holes through the hard drive platters.
Data wipe the hard drives by using specialized software.
Delete all the files and directories on the hard drives.

77
Which ping command option would be used to resolve the hostname when testing connectivity to a specific IP address?

ping -a
ping -t
ping -s
ping -n

78
Which two precautions can help prevent social engineering? (Choose two.)

Always require a user name and password to be configured.
Keep your password securely under your keyboard.
Escort all visitors.
Do not allow any customers into the workplace.
Always ask for the ID of unknown persons.

79
A company has a guest wireless network available for visitors while on the company premises. A technician has noted that unauthorized users are connecting to this wireless network from outside the premises. Which action can be taken to reduce unauthorized connections to the guest wireless network while enabling visitors to still connect quickly and easily without assistance while on the company premises?

Disable SSID broadcast.
Configure WPA encryption.
Reduce the radio power level.
Enable MAC address filtering.

80
Which three items are biometric security devices? (Choose three.)

voice recognition
fingerprint reader
retina scanner
smart card
password
key fob

81
Which statement is correct about applying firmware updates?

Firmware updates should not be included as part of the preventive maintenance program.
It is possible to use the Roll Back feature to reverse the change.
Firmware updates are sometimes irreversible.
The firmware updates can be installed automatically using the Windows Service Pack utility.

82
When a user tries to run a program a missing or corrupt DLL message is displayed. What are two possible solutions to this problem? (Choose two.)

Run sfc/scannow in Safe Mode.
Run Windows Startup Repair.
Use the msconfig command to adjust the startup settings for the program.
Register the DLL file using the regsvr32 command.
Reinstall the correct drivers.

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It-essentials v5.0 Practice Final Exam Answers

1
Which two elements should typically be included in a computer security policy? (Choose two.)

technical details of the biometric systems used
a list of acceptable user passwords
an acceptable computer usage statement for the organization
details of the data file access procedures
requirements necessary for data to remain confidential on a network

2
Which type of power connector is used to connect devices such as optical drives and hard drives?

24-pin
Molex
P8
P9
20-pin
Berg

3
A network administrator has been informed about a problem with the network printer. What is the most reliable way to prevent print jobs from being added to the queue while the printer is being repaired?

Stop the print spooler.
Unplug the printer from the print server.
Send a network message to all users telling them to stop sending any print jobs to the printer.
Send an email to all users telling them to stop sending any print jobs to the printer.

4
A client has provided a 4 GB SODIMM module to a technician to perform a memory upgrade on a workstation, but the technician is having problems installing it. What is a probable cause for this?

The workstation requires flash memory.
The module is incompatible with the workstation.
The workstation lacks an available slot.
The workstation requires solid state memory.

5
How should a hard drive be partitioned to support a Windows 7 installation over a network?

An NTFS partition of at least 2 GB must be created.
A FAT32 partition of at least 5 GB must be created.
An NTFS partition of at least 3 GB must be created.
A FAT16 partition of at least 2 GB must be created.

6
A new technician has joined the IT team and is about to service a heavy printer. What advice would you give this technician to avoid any injury when transporting the heavy printer to the service area?

Bend your back to pick the printer up.
Use your arms and back to lift the printer.
Bend your knees to use the strength in your legs to lift the printer.
Avoid bending your knees when lifting the printer.

7
A customer used the Convert utility to take advantage of NTFS security features. The customer later discovered that the applications on the computer can only read FAT32 files. After the hard drive was formatted back to FAT32, the customer noticed all of the data files were missing. What should the customer do next?

Run convertfat32.
Restart the computer after updating the hard drive to FAT32.
Restore the data files that were backed up in preparation for the conversion.
Reset the file attribute to show hidden files.

8
A technician is trying to determine where a network cable terminates in the wiring closet. Which tool is best suited for this task?

toner probe
POST card
multimeter
loopback adaptor

9
Which component uses the greatest amount of power on most mobile devices?

camera
media player
CPU
LCD screen

10
A technician is troubleshooting a printer that prints unknown characters instead of the correct document. What are two probable causes for this? (Choose two.)

The printer service is stopped.
The computer has an incorrect driver installed.
The paper is old, and moist from humidity.
The printer has a loose data cable.
The paper tray is empty.

11
Which two memory types are installed using DIMM slots? (Choose two.)

SDRAM
cache memory
FPM DRAM
SRAM
DDR SDRAM

12
Employees in the financial department have reported that an unknown technician has been asking questions about the network. Which type of attack might the employees be observing?

spamming
spoofing
phishing
social engineering

13
A customer reports that after booting a Windows Vista computer with a CD and running antivirus software to remove a boot sector virus, the computer still fails to boot from the hard disk. What should the technician do to try to solve this problem?

Enter the hard drive password to unlock the hard drive.
Boot the computer from the Vista installation media, select R – Recovery Console and then issue the fixmbr command.
Enter the BIOS settings when the computer starts up and enable Boot Recovery.
Boot the computer from the Vista installation media and select Repair your computer from the Install Windows screen.

14
A technician needs to add a new wireless device to a small WLAN. The WLAN is a mixture of old and newer 802.11b and 802.11g devices. What choice for the new device would provide the most interoperability for present and future growth?

Add a new 802.11g device.
Add a new 802.11a device.
Add a new 802.11n device.
Add a new 802.11b device.

15
A user notices that some of the programs that are installed before upgrading to Windows 7 no longer function properly. What can the user do to fix this problem?

Update the driver for the graphics card.
Reinstall the programs in Compatibility Mode.
Lower the UAC setting in the Change User Account Control settings dialog box of the User Accounts control.
Change the file system to FAT16.

16
A technician installed a network adapter in a computer and wants to test network connectivity. The ping command can only receive a response from local workstations. What could be causing the problem?

The NIC driver is out of date.
The default gateway is not set.
The operating system is not compatible with the remote sites.
The TCP/IP protocol stack is not loaded.

17
A technician has repaired a failing laser printer that was not able to pull the paper from the input tray. After installing the replacement parts, the technician tested the printer with a test page and everything worked as expected. Which would be a possible next step to complete the troubleshooting process?

Search for information on how to configure the printer.
Document any components that were used in the repair.
Roll back the last device driver.
Ask the customer to describe the problem.

18
Which wireless security mode supports government grade security and offers both personal and enterprise authentication?

LEAP
WPA
WEP
WPA2

19
What are three benefits of computer preventive maintenance? (Choose three.)

improvement in RAM access time
time savings for technicians making repairs
extension of the life of components
improvement in data protection
elimination of the need for repairs
reduction in the number of equipment failures

20
Which type of security threat can be transferred through email and is used to gain sensitive information by recording the keystrokes of the email recipient?

grayware
virus
adware
Trojan
worm

21
A technician is troubleshooting a network where it is suspected that a defective node in the network path is causing packets to be dropped. The technician only has the IP address of the end point device and does not have any details of the intermediate devices. What command can the technician use to identify the faulty node?

ipconfig /flushdns
ping
tracert
ipconfig /displaydns

22
Hard drives in a grocery warehouse keep failing because of the adverse warehouse environment. What would be a possible solution for this high failure rate?

Install a more powerful power supply in each computer.
Install an SSD drive in each computer.
Install an antistatic mat under each computer.
Install each computer in a specialized high airflow case.

23
A technician is asked to configure the time that the system must be idle before the hard disk spins down on all the Windows-based laptops in the company. The technician configured the power options in Windows but it appears to have no effect. Where should the technician look to enable power management?

Administrative Tools
Command Prompt
BIOS
Safe mode
System Registry

24
What are three common input devices found on laptops? (Choose three.)

AC power connector
external monitor
PS/2 keyboard
touchpad
fingerprint reader
web camera

25
On which two occasions is it most likely that a technician will have to perform a clean operating system installation if a backup has not been performed? (Choose two.)

A user requires access to a new printer.
A new replacement hard drive is installed in a computer.
The existing security software requires upgrading.
The existing operating system is corrupted.
The computer is being moved to a different network.

26
A customer reports poor telephone communications when using a copper telephone line that also has a DSL service. What is the most likely cause of the problem?

The telephone does not comply with the IEEE 802.15.1 standard.
The HSDPA (High Speed Data Packet Access) is interfering with the telephone operation.
The DSL modem is incorrectly configured.
The DSL filter is faulty or not connected.

27
Which statement correctly describes the cancellation effect?

The signals in the wires in each twisted-pair circuit generate magnetic fields which cancel each other out.
Fiber optic cables use light-emitting diodes to cancel noise on the cable.
Twisted-pair cabling pairs two positively-charged wires or two negatively-charged wires, which doubles the signal strength and cancels noise.
Coaxial cables have a positively-charged end and a negatively-charged end, which cancel each other’s magnetic fields.

28
Which is a characteristic of the Android operating system?

It allows for the user to change the source code.
Programmers cannot modify the source code.
Android is one example of the iOS mobile operating system.
A royalty must be paid to change the source code.

29
A technician is asked to wire a network that supports CSMA/CD. Which architecture and physical topology should the technician use for supporting this access control method?

Token Ring and Double Ring
Wireless and Ring
Ethernet and Star
FDDI and Ring

30
What is an accurate description of asymmetric encryption technology?

It is an encryption protocol that is used to encrypt data as the data is sent over the VPN.
It is an encryption process that uses identical keys on both ends to establish the VPN.
It is an encryption process that uses a public and private key pair to encrypt/decrypt data.
Asymmetric encryption is an encryption process that compares traffic on both ends to make sure the traffic has not been altered.

31
Which software installation method is used when a customer runs Google play from a mobile device?

synchronize
pull
push
load

32
When a Windows XP computer has completed the POST for each adapter card that has a BIOS, what is the next step during the boot sequence?

BIOS reads the MBR.
NTDLR reads the registry files.
NTDETECT.COM is used to detect any installed hardware.
The WINLOGON.EXE program is started.

33
A technician wants to allow users to backup and restore all the files on their computers, but does not want the users to be able to make changes to the system. How should the technician give users this functionality?

Make the users members of a group called Backup Operators.
Check the Folder is Ready for Archiving box in the properties of each folder.
Give the users administrator rights on their computers.
Grant the users read permissions on all files.

34
A technician recently implemented security on a new computer used by a web-based program developer. Initially the computer was allowed to access a number of programs over the network, but now the developer has found that new programs cannot be accessed. Which firewall setting should the technician apply to allow new programs while also keeping the computer secure?

Notify the user when Windows Firewall blocks a program.
Enable authentication between computers.
Block all incoming programs.
Turn on Windows Firewall.

35
Which technology allows a user to securely access a company LAN across a public network?

MD5
VPN
SHA
TCP

36
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. The technician thinks that the CMOS battery is losing the charge. What would be the next step in the troubleshooting process?

Test the theory to determine the cause.
Establish a plan of action to resolve the problem.
Identify the problem.
Establish a theory of probable cause.

37
A computer technician has decided that a problem with a laptop can be solved by repairing a hardware component. What should be done first before attempting to repair a hardware component on a laptop?

Ask a fellow technician for advice.
Consult the service manual for the laptop.
Remove the keyboard.
Backup the BIOS settings.

38
A business is concerned that computers are susceptible to malware infection. Which two actions will help solve this problem? (Choose two.)

Configure a hard drive password.
Configure antimalware software to run whenever the computer is experiencing heavy usage.
Enable real-time virus and spyware scanning.
Enable automatic antivirus and antispyware software updates.
Encrypt the hard drive contents.

39
A support desk trainer is teaching a new support desk technician some basic rules about starting a conversation with a customer. Which statement describes the rules the trainer should be teaching?

Start by asking close-ended questions about what the customer understands of the problem and then direct the customer through the correction process.
Learn the name of the customer and create a connection with the customer.
Next ask questions that assess the knowledge level of the customer.
Ask the customer what the problem is and then introduce yourself.
Assess what the customer knows of the support desk process and then use close-ended questions to guide the customer through the correction process.

40
Which three components are typically found in laser printer maintenance kits? (Choose three.)

paper trays
primary corona
fuser assembly
pickup rollers
transfer rollers
secondary corona

41
A supervisor received a complaint that one of the technicians was rude and disrespectful. Which action by the technician most likely caused the customer to complain?

The technician interrupted a number of times to ask questions.
The technician ended the call without saying ‘Have a nice day’.
The technician occasionally confirmed an understanding of the problem.
The customer was escalated to a level-two technician.

42
What precaution should a technician take when checking a thermal printer that suddenly stops functioning?

Avoid the corona wire, which can retain a high voltage.
Avoid the platen, which can retain a high voltage.
Avoid the thermal head, which can become hot.
Avoid the fuser unit, which can become hot.

43
A technician wishes to secure the network authentication for all remote users. Which security technology uses radio communication with a computer before accepting a username and password?

security dongles
smart digital cards
biometrics
key fobs

44
Which two actions must be performed before installing RAM into a laptop? (Choose two.)

Disconnect AC power.
Disconnect the display from the bottom of the laptop.
Remove the battery.
Use thermal compound to attach the memory to the motherboard.
Before installing the RAM, update the saved CMOS settings to the newly configured amount of RAM.
Remove the memory module retaining clips from the slots where the new RAM will insert.

45
A call center technician is on a call with a customer when a colleague indicates that there is something to discuss. What should the technician do?

Tell the customer that the call will be put on hold for a few minutes.
Signal to the colleague to wait.
Mute the line to the customer while discussing the issue with the colleague.
Interrupt the customer and ask whether the customer would mind going on hold for a few minutes.

46
What category of technician uses remote access software to update a computer belonging to a customer?

level one technicians
bench technicians
level two technicians
field technicians

47
What determines to which device the computer searches first to locate boot files?

partition size
BIOS boot sequence option
type of partition
the order in which the operating system or operating systems were installed

48
Which port is used only for input?

parallel
PS/2
network
DVI
speaker

49
When a dual core CPU with Hyper-Threading features is installed on a motherboard, how many instructions can the CPU simultaneously process?

2
4
6
8

50
Which two pieces of software are included with most new printers and are installed by the user? (Choose two.)

operating system
configuration software
word processor
printer patches
printer driver
BIOS update

51
Which measure can help control RFI effects on wireless networks?

Ensure the humidity and temperature levels are set as low as possible.
Ensure the wireless network is on a different frequency than the offending source.
Ensure the number of wireless NICs exceeds the number of wireless phones.
Ensure each wireless NIC is configured to operate at different frequencies from all other wireless NICs.

52
What are two reasons why static IP addressing would be configured instead of DHCP when setting up a wireless network? (Choose two.)

The network has relatively few wireless devices.
DHCP limits the number of IP addresses that can be assigned.
Specific security policies can be applied to static IP addresses.
Static IP addresses enable large networks to be managed easily.
DHCP is not reliable when used with wireless networks.

53
At which TCP/IP model layer would a MAC address be found?

internet
transport
application
network access

54
A technician is attempting to install an application that is not supported by the Windows XP operating system on the PC. How can the technician make this application run on the PC?

Install the application with elevated permissions as administrator.
Install the application in safe mode.
Create a virtual machine with an operating system that supports the application.
Use the Windows Compatibility mode.

55
Which factor should be considered when selecting cooling fans for a PC case?

the type of CPU that is installed
the number of installed adapter cards
the amount of installed RAM
the current BIOS version

56
A technician is replacing a failing keyboard on a laptop computer. After the installation, the technician finds that none of the keys on the keyboard are working. What should the technician do next?

Check if the cable is properly connected.
Enable the keyboard in the BIOS.
Open Device Manager then use the option Scan for New Hardware.
Install new drivers.

57
A network administrator has a user that is changing the rights to files in a folder for other users. What rights does the administrator need to remove from the user?

Full Control
Modify
Read and Write
Read and Execute

58
Which two wireless configuration features make it harder for a hacker to see and attach to a wireless network? (Choose two.)

enabling the proxy firewall
configuring MAC address filtering
disabling the DHCP configuration
disabling SSID broadcasts
disabling port forwarding

59
A user installs a new sound card driver in a computer that is working properly. After the installation of the drivers for the new sound card, the computer fails to boot. Which quick fix can the user implement to return to the previous working state?

Boot to Start Windows Normally.
Boot to Last Known Good Configuration.
Boot to Emergency Recovery State.
Boot to Recovery Console.

60
A technician is tasked with connecting a printer directly to the network and making it accessible to all staff in the general vicinity. What type of network cable is most likely used to connect the printer?

coaxial
RJ-11
fiber-optic
twisted-pair

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