Servicing HP Desktops, Workstations, and Notebooks

Number: HP2-H08 Passing Score: 800 Time Limit: 120 min File Version: 3.2 HP HP2-H08

HP2-H08 Servicing HP Desktops, Workstations, and Notebooks Practice Test Version 3.2

Exam A QUESTION 1 What must you do to optimize the performance of a 64-bit processor? A. B. C. D. Install 64-bit compatible RAM. Enable bit control in the BIOS. Use a 64-bit operating system. Install faster system memory.

Answer: C Section: (none) Explanation/Reference:

QUESTION 2 A monitor is moved to a new computer. Upon power-up the screen message Theft Mode Enabled displays. How can you restore the monitor to normal operation? (Select two.) A. B. C. D. E. Obtain the master PIN from the system administrator. Disable the Theft Mode in HP Display Utility. Enter the PIN in HP Display Assistant Utility. Return the monitor to original computer and disable Theft Mode. Press and hold the reset button on the back of the monitor.

Answer: BD Section: (none) Explanation/Reference:

QUESTION 3 What is the primary function of MXM graphics modules in portables? A. B. C. D. provides the ability to use scalable link interface (SLI) graphic processors allows the graphics processor to be easily upgraded provides high-definition hardware support allows an embedded video chipset installation

Answer: B Section: (none) Explanation/Reference:

QUESTION 4 What is the difference between a frontside bus (FSB) and Intel QuickPath? A. B. C. D. QuickPath connects the memory controller to the I/O controller; FSB connects the CPU to the chipset. QuickPath is a peripheral data bus; FSB is a CPU data bus. QuickPath is a graphics controller bus; FSB is a CPU data bus. QuickPath provides faster CPU data transfer speeds than the FSB.

Answer: A Section: (none) Explanation/Reference:

QUESTION 5 HOTSPOT Click the part of the graphic that identifies the Mobile PCI eXpress Module (MXM) card.

A. B. C. D. Answer: Section: (none) Explanation/Reference:

QUESTION 6 Which statement about SATA technology is correct?

A. B. C. D.

SAS hard drives can be connected to a SATA controller. SATA hard drives can be connected directly to a SCSI controller. SATA hard drives can be connected to a SAS controller. SATA hard drives can be installed in a daisy chain configuration.

Answer: C Section: (none) Explanation/Reference:

QUESTION 7 What is the difference between SATA and eSATA? A. B. C. D. SATA has more drive options. eSATA uses an external port. SATA has lower power consumption. eSATA uses a faster bus speed.

Answer: B Section: (none) Explanation/Reference:

QUESTION 8 Which function does the Wireless LAN 802.11 n standard provide? A. B. C. D. uses the same antenna to receive and transmit simultaneously operates in the 2.4GHz frequency range only uses two or more transmitter and receiver antennas provides more security features than 802.11

Answer: C Section: (none) Explanation/Reference:

QUESTION 9 What is a benefit of HP DieamColor technology? A. B. C. D. It automatically locates and hides defective pixels by changing their color. It allows the use of a digitizer for point-and-click display functionality. It produces consistent color across digital devices and applications. It adjusts the color of the display according to the external light sources.

Answer: C Section: (none) Explanation/Reference:

QUESTION 10

Which operating system is supported by HP on HP desktop PCs? A. B. C. D. Ubuntu Linux Windows Server 2008 WindowsVista Windows 2000

Answer: C Section: (none) Explanation/Reference:

QUESTION 11 What does HP QuickLook enable you to do? A. B. C. D. access your Outlook data even if your device is inhibernate mode or powered off access HP technical data or support information on the Internet view the contents of a system folder without opening that folder view the complete system information relating to your notebook

Answer: A Section: (none) Explanation/Reference:

QUESTION 12 A customer complains that the HP QuickLook 2 feature is not working on their notebook running Windows Vista. Which application must be installed to support this feature? A. B. C. D. HP Assistant Microsoft Aero HP Help and Support Microsoft Office

Answer: D Section: (none) Explanation/Reference:

QUESTION 13 Which HP product line is best suited for a customer who uses a manufacturing computer-aided design program? A. B. C. D. HP Tablet HPTouchSmart PC HP Mini Notebook HP Personal Workstation

Answer: C Section: (none) Explanation/Reference:

QUESTION 14 What is the main function of a DisplayPort to DVI Adapter? A. B. C. D. to convert the output of a graphics card from VGA to DVI to convertDisplayPort output to DVI for use with a Single Link DVI-D monitor to enable 3D graphics to be rendered more clearly on a CRT monitor to enable S-Video support in order to view HDTV content

Answer: D Section: (none) Explanation/Reference:

QUESTION 15 Which statement is true about HP thin clients? A. B. C. D. They run Linux operating systems only. They have no system BIOS. They use an embedded operating system. They have no network functionality.

Answer: C Section: (none) Explanation/Reference:

QUESTION 16 Which HP option contains an integrated hard drive? A. B. C. D. Mobile Expansion Unit (MEU) 3-in-1NAS Port Replicator Simple Port Replicator Advanced Port Replicator

Answer: B Section: (none) Explanation/Reference:

QUESTION 17 Which HP product supports a RAID 5 configuration? A. B. C. D. notebook desktop workstation slimline desktop mobile workstation

Answer: B Section: (none)

Explanation/Reference:

QUESTION 18 Which range of colors does the HP DreamColor display? A. B. C. D. more than 1 billion colors in a 30-bit. LED-backlit display more than 10 billion colors in a 30-bit. LED-backlit display up to 1 million colors in a 30-bit. LED-backlit display up to 10 million colors in a 30-bit. LED-backlit display

Answer: A Section: (none) Explanation/Reference:

QUESTION 19 The maximum amount of usable RAM in Microsoft Vista is limited by which factors? (Select two.) A. B. C. D. E. processor manufacturer SyStem chipset operating system memory drivers hard drive capacity

Answer: BC Section: (none) Explanation/Reference:

QUESTION 20 HP Disk Sanitizei (Shredder) is part of which HP security suite? A. B. C. D. SecurityTools ProtectTools DefenclTools SafeGuarclTools

Answer: A Section: (none) Explanation/Reference:

QUESTION 21 You are trying to recover a password on an HP notebook PC with HP Startup Support Environment installed. Which key do you press to enter the HP SpareKey window? A. F1 B. F4

C. F7 D. F12 Answer: C Section: (none) Explanation/Reference:

QUESTION 22 What minimum configuration is required in order to access the embedded SATA RAID configuration tools? (Select two.) A. B. C. D. E. The minimum required memory must be installed. RAID/AHCI SATA emulation must be enabled. System firmware must be updated. A second SATA hard drive must be added. RAID must be enabled in the BIOS.

Answer: DE Section: (none) Explanation/Reference:

QUESTION 23 A user reports that her desktop displays the incorrect time whenever she boots the machine. After you replace the CMOS battery, what else must you do? (Select two.) A. B. C. D. E. Reinstall the operating system. Reset the system time. Replace the system board. Flash the system BIOS. Restore the BIOS to the correct settings.

Answer: BE Section: (none) Explanation/Reference:

QUESTION 24 Which utility should be used to configure a WWAN device on an HP notebook? A. B. C. D. HP Connection Manager F10 Computer Setup Utility Windows XP Zero Configuration Utility HP Software Update Utility

Answer: A Section: (none) Explanation/Reference:

QUESTION 25 For what purpose is the command Repset.exe:/cpqsetup.txt used? A. B. C. D. to restore factory settings to load a saved BIOS configuration to delete a previous BIOS configuration to erase aDriveLock password at the BIOS level

Answer: B Section: (none) Explanation/Reference:

QUESTION 26 Which replacement part can generate an Invalid Electronic Serial Number error? A. B. C. D. processor system board hard drive memory

Answer: B Section: (none) Explanation/Reference:

QUESTION 27 What should you do to view details of the graphics driver? A. B. C. D. Click the Driver Signing button in the hardware tab of System Properties. Press F10 duringbootup and access the Advanced option in the system BIOS. Click the Advanced button of Display Properties in Control Panel. Click the Hardware Profiles button in System Properties.

Answer: C Section: (none) Explanation/Reference:

QUESTION 28 What is the recommended electrostatic discharge (ESD) precaution that you should take before starting work on a computer? A. B. C. D. Use a power outlet to ground the computer. Store all electronic parts in a plastic bag. Touch a metallic portion of the case to establish ground. Put on a grounded wrist strap.

Answer: D Section: (none)

Explanation/Reference:

QUESTION 29 Which HP tool enables you to update the BIOS in a Windows environment? A. B. C. D. HPQFIash Utility HPSoftPaq Download Utility EROMPAQ flash utility cpqtag utility

Answer: A Section: (none) Explanation/Reference:

QUESTION 30 With HP SpareKey, how many personal questions are asked to confirm a user's identity? A. B. C. D. two three four five

Answer: B Section: (none) Explanation/Reference:

QUESTION 31 Which options are available as HP notebook security features? (Select two.) A. B. C. D. E. motion sensor data encryption Trusted Platform Module (TPM) processor change alert integrated alarm

Answer: BC Section: (none) Explanation/Reference:

QUESTION 32 What should you do first when a customer reports low battery capacity? A. B. C. D. Test the battery using EFI Diagnostics. Run the HPBattery Health Check. Run HP Vision Field diagnostics. Replace the battery under warranty.

Answer: B Section: (none) Explanation/Reference:

QUESTION 33 Where can you find the latest BIOS for an HP personal computer? A. B. C. D. HP Support Forums HP Support & Drivers website HPPartSurfer HP ITResource Center (ITRC)

Answer: B Section: (none) Explanation/Reference:

QUESTION 34 The operating system installed on an HP desktop computer does not load. What is the first step you should take to determine if a third-party component is related to the problem? A. B. C. D. Replace the third-party component. Remove the third-party component. Call the third-party vendor's support line. Update the component drivers/software.

Answer: B Section: (none) Explanation/Reference:

QUESTION 35 What is last step in the HP Six-Step Troubleshooting Methodology procedure? A. B. C. D. Contact technical support Check the warranty status Implement preventive measures Collect data from the error log

Answer: C Section: (none) Explanation/Reference:

QUESTION 36 You have replaced a video adapter in a customer's workstation, but now the network PCI card is no longer recognized by the system. What is the first step you should take to resolve the customer's issue?

A. B. C. D.

Upgrade the firmware. Replace the network adapter. Check the network adapter drivers. Reseat the network adapter.

Answer: D Section: (none) Explanation/Reference:

QUESTION 37 What is an important step you should take when replacing a processor? A. B. C. D. Install an activation strip. Install processor drivers. Use a protector plate. Replace the thermal grease.

Answer: D Section: (none) Explanation/Reference:

QUESTION 38 What information does the HP Battery Health Check utility provide about the battery? A. B. C. D. warranty ID number of charges remaining name of the manufacturer serial number

Answer: A Section: (none) Explanation/Reference:

QUESTION 39 Why should you validate the serial number on an HP notebook or desktop? (Select two.) A. B. C. D. to verify the original computer configuration to activate pre-installed software to reactivate the operating system to ensure that the product is covered under warranty E. to enable HP applications

Answer: AD Section: (none) Explanation/Reference:

QUESTION 40

Which key should you press during bootup to access the HP BIOS Setup Configuration Utility? A. B. C. D. F2 F10 F1 F12

Answer: B Section: (none) Explanation/Reference:

QUESTION 41 A computer does not boot from a bootable USB storage device, although the computer can access the files on the storage device in Windows Explorer. What is the cause of this? A. B. C. D. The USB port is defective. An incorrect boot order is set in the BIOS. The device is locked from user access. Incorrect USB drivers are installed.

Answer: B Section: (none) Explanation/Reference:

QUESTION 42 What is the first step you should take when a customer complains that the optical disk drive is not reading specific media? A. B. C. D. Update the BIOS. Reload the operating system. Check the media in another device. Update the firmware.

Answer: C Section: (none) Explanation/Reference:

QUESTION 43 You have determined that a computer has a defective hard drive. What is the next step in the HP Six-Step Troubleshooting Methodology process that you should take? A. B. C. D. Collect additional data Implement preventive measures Evaluate the data Develop an action plan

Answer: D Section: (none)

Explanation/Reference:

QUESTION 44 A customer is having trouble connecting a notebook to a Wi-Fi access point. What is the first thing that you should check to resolve this problem? A. B. C. D. that the Wi-Fi devices can detect the access point that the access point has an SSID that the Wi-Fi device can obtain an IP address that the Wi-Fi devices are enabled and turned on

Answer: D Section: (none) Explanation/Reference:

QUESTION 45 A customer has installed a NIC. but it has no network connectivity. What is the first step in resolving this issue? A. B. C. D. Replace the network card. Reseat the network card. Run the ipconfig utility. Check the network card IRQ.

Answer: D Section: (none) Explanation/Reference:

QUESTION 46 An HP desktop computer with an external hard drive attached is unable to boot to the internal hard drive after restart. What must you do to boot the computer to the internal drive? A. B. C. D. Set the internal hard drive setting to master. Enable USB legacy support. Set the external hard drive setting to slave. Change the boot order.

Answer: D Section: (none) Explanation/Reference:

QUESTION 47 What should you do if you find missing keys on a customer's keyboard? A. Replace the keyboard under warranty. B. Order the missing keys. C. Explain that replacing the keys is not covered under warranty.

D. Run the HP Insight Diagnostics tool. Answer: C Section: (none) Explanation/Reference:

QUESTION 48 What should be the first step in troubleshooting a component that is not recognized by the system? A. B. C. D. Exchange the component with a "known good" component. Reseat the component. Reinstall all drivers related to this component. Remove the component from the system.

Answer: A Section: (none) Explanation/Reference:

QUESTION 49 After performing a QuickRestore of an HP notebook, you discover that the restore partition is missing. What is the probable cause? A. B. C. D. The hard drive is faulty. The QuickRestore media is corrupted. QuickRestore media does not restore the partition. The Restore Partition option was not selected during the QuickRestore.

Answer: D Section: (none) Explanation/Reference:

QUESTION 50 During which step of the HP Six-Step Troubleshooting Methodology does part replacement occur? A. B. C. D. Develop and optimize an action plan Determine if the problem is solved Implement preventive measures Execute the action plan

Answer: D Section: (none) Explanation/Reference:

QUESTION 51 A customer reports that the power supply in an HP desktop has had repeated failures. Although it has been replaced several times, the power supply continues to fail.

What is the first step you should take to identify the root cause? A. B. C. D. Upgrade the power supply to one with greater capacity. Replace the system board and the power supply. Recommend a power audit of the facility. Replace the complete desktop.

Answer: C Section: (none) Explanation/Reference:

QUESTION 52 One out of ten identically configured computers at a customer's site is exhibiting random lockups. What is the first component you should swap with another working unit to determine whether this is a software or hardware problem? A. B. C. D. memory system board hard drive processor

Answer: C Section: (none) Explanation/Reference:

QUESTION 53 Which types of drive encryption does HP ProtectTools support? (Select two.) A. B. C. D. E. folder level master boot level full volume level BIOS level operating system level

Answer: CE Section: (none) Explanation/Reference:

QUESTION 54 A customer has reported a potential safety issue with their HP computer. What should you do? A. B. C. D. Confirm warranty coverage. Escalate to HP for further investigation. Try to duplicate the problem. Repair the computer.

Answer: A Section: (none)

Explanation/Reference:

QUESTION 55 What is the function of the HP Support Assistant? A. B. C. D. to run diagnostics on a computer that will not boot to reinstall an operating system to the factory default state to access any and all diagnostics utilities available on a particular platform to test the availability of the operating system

Answer: C Section: (none) Explanation/Reference:

QUESTION 56 You are at a customer site and need to locate a replacement part number. You are not able to access the Internet from the site. Where can you find the part number? A. B. C. D. HP Parts Reference Guide DVD HP Parts Surfer DVD ProductQuickSpecs HP Service Media Library DVD

Answer: A Section: (none) Explanation/Reference:

QUESTION 57 What are two primary uses of the HP Insight Diagnostic tool? (Select two.) A. B. C. D. E. software diagnostics third-party device diagnostics hardware diagnostics performance diagnostics hardware configuration display

Answer: CE Section: (none) Explanation/Reference:

QUESTION 58 A customer reports they are unable to dock dozens of new notebooks. As the onsite technician, you have opened multiple cases with HP but are still unable to resolve. What should you do next? A. Advise the customer to contact their HP sales manager. B. Contact HP to escalate for further investigation.

C. Advise the customer to purchase an extended warranty. D. Order replacement docking stations. Answer: B Section: (none) Explanation/Reference:

QUESTION 59 What is an advantage of DDR3 RAM? A. B. C. D. ECC memory correction is a standard feature. It is asynchronous dynamic RAM, which improves performance. It is more power efficient than DDR2 memory. It is compatible with DDR2 memory, which enables easy upgrades.

Answer: C Section: (none) Explanation/Reference:

QUESTION 60 What can you do with an HP MultiBay or Upgrade Bay? A. B. C. D. Install an additional hard drive or optical drive. Install additional RAM memory. Daisy chain up to two SCSI hard drives. Install Bluetooth or wireless LAN devices.

Answer: A Section: (none) Explanation/Reference:

QUESTION 61 What does AMT technology enable you to do? (Select two.) A. B. C. D. E. use WakeOn Wireless LAN to power up a remote computer manage a computer without network connectivity manage a computer even if the operating system is not running create and manage virtual machines manage a computer even if it is powered off

Answer: CE Section: (none) Explanation/Reference:

QUESTION 62 DRAG DROP

Match each label with the correct port. NOTICE: Scroll down to see all available items.

A. B. C. D. Answer: Section: (none) Explanation/Reference:

QUESTION 63 What is a function of High-bandwidth Digital Content Protection (HDCP)? A. B. C. D. It enables you to view and store secure high-definition video and audio. It provides the software to play secure high-definition content on non-HDCP compliant monitors. It provides full surround sound audio and high-definition video capabilities to DVI connections. It enables you to play secure high-definition content on a DVI monitor that is HDCP compliant.

Answer: D Section: (none) Explanation/Reference:

QUESTION 64 Which type of connector is shown in the exhibit?

A. B. C. D.

IDE cable USB cable SATA cable FireWire cable

Answer: C Section: (none) Explanation/Reference:

QUESTION 65 Which statement is correct regarding third-party applications pre-installed on HP systems? A. B. C. D. Only Microsoft applications are supported. Full product support is available for a fixed period. The applications are not upgradable. The full application can be downloaded from HP.com.

Answer: B Section: (none) Explanation/Reference:

QUESTION 66 After installing new software, a customer reports an operating system failure that results in random blue screens. What is the first option you should recommend for this customer?

A. B. C. D.

Restore the operating system from the operating system CD/DVD. Replace the hard drive. Use Microsoft System Restore to return to a previous known working state. Repair the operating system using the operating system CD/DVD.

Answer: A Section: (none) Explanation/Reference:

QUESTION 67 Which benefit does HP DriveGuard add to a notebook? A. B. C. D. It protects the hard drive from moisture damage. It detects sudden motion and temporarily stops the hard drive. It enhances Windows Aero security performance. It encrypts the hard drive data and password-protects it.

Answer: B Section: (none) Explanation/Reference:

QUESTION 68 Which HP product for post-warranty support is available to HP customers? A. B. C. D. Help Pack Services Care Pack Services Assistant Services Service Pack Option

Answer: B Section: (none) Explanation/Reference:

QUESTION 69 Which devices are used to write data to removable media? (Select two.) A. B. C. D. E. CD drive DVD-RW drive DVD drive USB flash drive Blu-ray drive

Answer: BD Section: (none) Explanation/Reference:

QUESTION 70 Which hardware support service is available as an HP Care Pack Service? A. B. C. D. 24-Hour Call to Repair 4-Hour 24x7 Same Day 8-Hour Same Business Day PC Unit Exchange

Answer: A Section: (none) Explanation/Reference:

QUESTION 71 Which statement best describes the Trusted Platform Module (TPM)? A. B. C. D. TPM is software for data encryption on HP PCs. TPM is factory-configured hardware bound to a single system board. TPM is a field-installable upgrade option. TPM is network software downloadable from the HP website.

Answer: B Section: (none) Explanation/Reference:

QUESTION 72 A customer has reported intermittent lockups on a computer kept inside an enclosed cabinet. What is the most likely cause? A. B. C. D. electrostatic discharge (ESD) radio frequency interference (RFI) high temperature excessive vibration

Answer: C Section: (none) Explanation/Reference:

QUESTION 73 Which tool is used to update desktops and notebooks proactively with select HP software and drivers? A. B. C. D. HPSoftPaq Download HP Update Manager forVista HP Client Management Software Updates HP Software Update

Answer: A Section: (none)

Explanation/Reference:

QUESTION 74 What is true regarding HP DriveLock if a user has forgotten the master password? A. B. C. D. The system board must be replaced. The BIOS must be reset. The security jumper on the system board must be replaced. The drive cannot be recovered; the user data is lost.

Answer: D Section: (none) Explanation/Reference:

QUESTION 75 Your customer wants better security for sensitive data on their hard drives and asks for help enabling HP DriveLock. Where should you look to enable this? A. B. C. D. Windows Disk Management Security menu in BIOS Regedit32:Hkey_Local_Machine HPProtectTools Security Manager

Answer: B Section: (none) Explanation/Reference:

QUESTION 76 When you finished replacing a processor and rebooted, you received an error message stating CPU microcode is not found. What is the first action you should take to find the cause? A. B. C. D. Check the CPU driver for the latest version. Replace the defective processor. Check the HP website for latest BIOS or microcode update. Set the CMOS microcode settings to the default.

Answer: C Section: (none) Explanation/Reference:

QUESTION 77 From which two locations can you run the DPS test? (Select two.) A. B. C. D. the reset button on the power supply System BIOS Diagnostics Menu Windows Administrative tools HP Vision Field Diagnostics

E. hpsetcfg tool Answer: BC Section: (none) Explanation/Reference:

QUESTION 78 What is included with the recovery media set in addition to the operating system CD/DVD? A. B. C. D. application configurations hardware drivers and HP provided applications BIOS settings and available BIOS updates third-party software

Answer: B Section: (none) Explanation/Reference:

QUESTION 79 What is the maximum recommended distance between two devices when communicating using Bluetooth? A. B. C. D. 5 meters (15 feet) 10 meters (30 feet) 20 meters (65 feet) 15 meters (50 feet)

Answer: B Section: (none) Explanation/Reference:

QUESTION 80 A system boots from a SCSI drive but after the addition of an IDE hard drive, the system no longer boots. What is the probable cause? A. B. C. D. The IDE drive has defaulted to the first boot device in the system boot order. The SCSI drive is not terminated properly. SCSI and IDE devices cannot coexist in the same system. The IDE drive and SCSI drive have the same device ID.

Answer: C Section: (none) Explanation/Reference:

QUESTION 81 Which tool should you use to set and change the Smart Card PIN on an HP notebook?

A. B. C. D.

Smart Card Security for HPProtectTools Security Center in Windows Control Panel Credential Manager for HPProtectTools F10 Computer Setup Utility

Answer: C Section: (none) Explanation/Reference:

QUESTION 82 Which statement best describes the function of HP Wireless Assistant? A. B. C. D. It displays information about devices such as PC cards. It uses the Windows Zero Configuration Utility. It displays information about whether the wireless network is enabled or disabled. It enables and disables the integrated wireless devices on a notebook.

Answer: D Section: (none) Explanation/Reference:

QUESTION 83 A user's notebook battery drains and never charges while docked. When an AC adapter is directly connected to the notebook, the battery charges normally. What should you do first to troubleshoot this issue? A. B. C. D. Replace the battery under warranty. Verify that the docking station AC adapter has the correct wattage. Replace the notebook system board. Check the battery with the Battery Health Check Utility.

Answer: B Section: (none) Explanation/Reference:

QUESTION 84 A customer reports no sound after Windows XP loads. What is the first step you should take to identify the cause? A. B. C. D. Replace the system board. Check the Device Manager. Check for errors in the BIOS. Start Windows in Safe Mode.

Answer: B Section: (none) Explanation/Reference:

QUESTION 85 Which first step does HP recommend that you take to resolve compatibility and performance issues? A. B. C. D. Replace the hard drive. Update HP software. Update the BIOS. Replace the system board.

Answer: C Section: (none) Explanation/Reference:

QUESTION 86 An HP computer might display a microcode error after you replace which component? A. B. C. D. hard drive memory system board CMOS battery

Answer: C Section: (none) Explanation/Reference:

QUESTION 87 A customer's Windows XP computer stops responding during startup. How can you isolate the cause with minimal impact to the customer? A. B. C. D. Restore the factory image. Analyze the win.ini file. Enable boot logging. Replace the hard drive.

Answer: A Section: (none) Explanation/Reference:

QUESTION 88 Which technology does the monitor need to support to play a Blu-ray movie through a DVI connection? A. B. C. D. DVI-I HDCP DVI-D VGA

Answer: B Section: (none)

Explanation/Reference:

QUESTION 89 According to HP best practices, where should you verify the service history for a specific computer? A. B. C. D. customer-supplied service records Channel Services Network (CSN) Microsoft Windows System Information The Service Media Library (SML)

Answer: B Section: (none) Explanation/Reference:

QUESTION 90 You are working on a computer that does not detect any USB devices. You suspect that USB support is not enabled. Where do you verify this setting? A. B. C. D. hardware profiles on the USB device BIOS setup utility add/remove hardware option

Answer: C Section: (none) Explanation/Reference:

QUESTION 91 Which utility is required to update the DMI after you have replaced a system board? A. B. C. D. hpsetcfg battery health check HPSoftPaq Download Utility Drive Protection System

Answer: C Section: (none) Explanation/Reference:

QUESTION 92 A customer has performed a memory upgrade. After restarting the computer, the customer experiences a memory dump. What should you do first to resolve this? A. Replace the hard drive. B. Restore the factory defaults on the computer. C. Verify that memory supported by HP is installed.

D. Access the BIOS setup and ensure that the memory is being seen. Answer: C Section: (none) Explanation/Reference:

QUESTION 93 What should you do first when a processor displays a temperature warning? A. B. C. D. Install a new processor fan. Replace the cache. Reseat the processor. Check the environment.

Answer: D Section: (none) Explanation/Reference:

QUESTION 94 What does HP Wireless Assistant enable you to do? A. B. C. D. connect to a wireless WAN manage BIOS information manage hard drives manage multiple wireless devices

Answer: A Section: (none) Explanation/Reference:

QUESTION 95 A customer complains that their notebook battery does not hold a charge for very long. You determine that the battery has reached the end of its useful life, even though the customer's notebook is still under warranty. What should you do? A. B. C. D. Replace the battery under warranty as long as the notebook is still under warranty. Tell the customer that the battery warranty does not cover battery degradation. Advise the customer to purchase an HP Care Pack to cover the battery replacement. Recalibrate the battery to increase the battery capacity.

Answer: D Section: (none) Explanation/Reference:

QUESTION 96 You are trying to locate a part number for warranty replacement of a faulty component. Which part number

should you use? A. B. C. D. option part number warranty part number assembly part number spare part number

Answer: D Section: (none) Explanation/Reference:

QUESTION 97 Which element should be included in a report to HP? A. B. C. D. a copy of the error log from the system BIOS an explanation of the problem in high-level technical detail the reasons for the delayed start of onsite service the cause of the error and the parts replaced

Answer: D Section: (none) Explanation/Reference:

QUESTION 98 Which diagnostics tool should you use to qualify a memory issue? A. B. C. D. HP Help and Support HP Memory Manager BIOS diagnostics Windows Memory Test

Answer: C Section: (none) Explanation/Reference:

QUESTION 99 Where can you confirm an HP spare part number? A. B. C. D. HP Instant Reference Guide HP Technology Center HPPartSurfer IT Resource Center

Answer: C Section: (none) Explanation/Reference:

QUESTION 100 A customer wants additional memory installed on a computer. Where can you find the appropriate part number for supported memory on this computer? (Select two.) A. B. C. D. E. Maintenance and Service Guide Channel Service Network (CSN) Product User Guide ProductQuickSpecs Product Troubleshooting Guide

Answer: CD Section: (none) Explanation/Reference:

QUESTION 101 A customer purchases an HP notebook that is sold only in their region, but does not buy an HP Worldwide Care Pack. A problem with the notebook occurs while traveling in a foreign country. What should the customer do to repair the notebook under warranty coverage? A. B. C. D. The customer can bring the notebook to any service center in any country. The customer should check with the service center in the foreign country. The customer must return the product to a country where the product is supported. The customer has invalidated the warranty by traveling outside their region.

Answer: C Section: (none) Explanation/Reference:

QUESTION 102 Which HP utility must you run before replacing a battery under warranty? A. B. C. D. Battery Validation Test Built-In Self Test (BIST) Battery Mark Test Battery Health Check

Answer: D Section: (none) Explanation/Reference:

QUESTION 103 You need to disassemble an HP tablet PC that you are unfamiliar with. Which HP resource will provide you with video instruction? A. B. C. D. Service Media Library (SML) Support Media subscription Maintenance and Service Guide Onsite Agent's Reference Set (OARS)

Answer: A Section: (none) Explanation/Reference:

QUESTION 104 Which statement about SATA II is correct? A. B. C. D. SATA II supports native command queuing (NCQ). SATA II is more power-efficient than SATA I devices. SATA II cables can be folded safely. SATA II can daisy chain up to six drives.

Answer: A Section: (none) Explanation/Reference:

QUESTION 105 Bluetooth is an example of which networking technology? A. B. C. D. Wireless PAN Wireless LAN Wireless MAN Wireless WAN

Answer: B Section: (none) Explanation/Reference:

QUESTION 106 A technician visiting a customer site discovers that a user has spilled coffee on an HP notebook. The notebook fails to boot and requires several new parts. The user has a standard warranty. How does this condition affect the warranty? A. B. C. D. The warrantyisvoided by thiscondition. The warranty covers accidental damage cases. The warranty is unaffected if the customer decides to purchase accidental damage protection. Contamination issues void the warranty of mice and keyboards only.

Answer: A Section: (none) Explanation/Reference:

QUESTION 107 You are trying to determine the original default specification of an HP workstation. Where would you find this information?

A. B. C. D.

BIOS asset tag product number serial number

Answer: C Section: (none) Explanation/Reference:

QUESTION 108 Which statement is true regarding HP Firefox Virtual Browser? A. B. C. D. It creates a secure virtualization layer that prevents malware and viruses. It can be enabled on all new HP desktops in the system BIOS and run from the boot menu. It is run as a plug-in for Mozilla Firefox 3 and later on HP machines. It is not installed on client machines and runs from a server to provide a virtual environment.

Answer: A Section: (none) Explanation/Reference:

QUESTION 109 After a customer has replaced a hard drive, how can they restore the PC or notebook to the factory-default configuration? A. B. C. D. by restoring the settings from the preinstalled operating system on the new hard drive by purchasinga newoperating systemfrom Microsoft by usingthe recovery media created during theinstallation process by usingthe recoveroperating systemoption within the BIOS

Answer: C Section: (none) Explanation/Reference:

QUESTION 110 You have upgraded the memory in a desktop, but the operating system detects 64MB less memory than was actually installed. What should you do first to find the cause? A. B. C. D. Verify that no third-party memory is installed. Check the disabled memory slot in BIOS. Check the disabled memory hole in the system BIOS. Determine the amount of shared video memory.

Answer: D Section: (none) Explanation/Reference:

QUESTION 111 Which statements about the HP DriveLock password are correct? (Select two.) A. B. C. D. E. It is stored in the system BIOS. It cannot be reset if the password is forgotten. It can be reset through User Accounts in the Control Panel. Itprotects the data onthehard driveusing encryption. It can be reset by removing and reseating the real-time clock battery.

Answer: BD Section: (none) Explanation/Reference:

QUESTION 112 A customer calls HP support saying his account is locked out, and the HP Credential Manager will not unlock his account. What should be the first thing you ask the customer about his user account? A. B. C. D. Is it anadministrator account? Is the computera member ofthecorrectdomain? Is it the only account on the computer? Is heusingthe correctuser name?

Answer: D Section: (none) Explanation/Reference:

QUESTION 113 Where can you enable the Trusted Platform Module (TPM) option? A. B. C. D. BIOS Internet security settings WindowsControlPanel Device Manager

Answer: A Section: (none) Explanation/Reference:

QUESTION 114 After installation of a new PC, the customer reports that it is running very slow over the network. What is the most likely cause? A. B. C. D. The IP address is incorrect. DHCP is disabled. The memory needs to be replaced. The Ethernet card has autonegotiated 10Mb speed.

Answer: D Section: (none) Explanation/Reference:

QUESTION 115 What do you need to remember about thermal grease after replacing an AMD processor? A. You should clean theCPU and heat sinkandcarefullyapply the entire syringe of greasein an even layer. B. You should clean the CPU and heat sink and apply50% of thegreasein the syringeevenly over the processor. C. If the heatsink and the CPU show no signs of wear, you do not need thermal grease. D. Currently shipping AMD CPUs do not need thermal grease. Answer: A Section: (none) Explanation/Reference:

QUESTION 116 HP is committed to the Return of Hazardous Substance (RoHS) environment standard. Which statement best defines this standard? A. B. C. D. RoHS regulates the supply and return of notebook batteries. RoHS defines the policy for the disposal of obsolete equipment. RoHS regulates the supply and return of parts containing restrictive materials. RoHS defines the process for a compliant processor upgrade.

Answer: C Section: (none) Explanation/Reference:

QUESTION 117 In the HP Six-Step Troubleshooting Methodology, what is an example of evaluating data? A. B. C. D. asking the customer to describe the symptoms of the problem downloading a maintenance guide deciding whether the problem is caused by hardware or software failure installing service packs

Answer: A Section: (none) Explanation/Reference:

QUESTION 118 What should you do before installing a replacement part in an HP workstation? A. Validate the issue.

B. Reload theoperating system. C. Confirm the warranty. D. Format thedrive. Answer: A Section: (none) Explanation/Reference:

QUESTION 119 An application on a customer's HP desktop has failed.Wherecan you findtheapplicationlog file? A. B. C. D. root directory MPS report temp directory system dump report

Answer: D Section: (none) Explanation/Reference:

QUESTION 120 Which action should you suggest to a customer before you go onsite to replace an intermittently failing hard drive? A. B. C. D. Print all relevant error logs. Create a user ID. Back up important data. Provide the login password.

Answer: C Section: (none) Explanation/Reference:

QUESTION 121 Other than on the serial number label, wherecanyou access theserial numberfor an HP notebook or desktop? A. B. C. D. F2 Utility Drive Protection System (DPS) test BIOS Setup Utility Bootlogfile

Answer: C Section: (none) Explanation/Reference:

QUESTION 122 A customer is logged in to the network but cannot print to the network printer. How do you determine if the issue is related to the PC or the network printer? A. B. C. D. Replace the network cable from the PC and try to print. Get the IP address from the printer and try to ping the address. Change the drivers for the network printer and resend the print job. Get the IP address of the NIC for the PC and try to ping the address.

Answer: B Section: (none) Explanation/Reference:

QUESTION 123 What is the Channel Service Network? A. B. C. D. a support website for authorized support personnel a website that allows product warranty registration a website where customers can locate customer self-repair (CSR) components an internal HP website that provides service information

Answer: A Section: (none) Explanation/Reference:

QUESTION 124 Which HP utility is used for testing SATA hard drives on HP workstations? A. B. C. D. Array Configuration Utility (ACU) Vision Diagnostics Built-In Self Test (BIST) Disk Defragmenter

Answer: C Section: (none) Explanation/Reference:

QUESTION 125 You are at a customer site to repair a computer and have determined that the replacement part is DOA. What should you do? A. B. C. D. Call HP technical support. Open a new support case with HP. Replace the part as assigned. Cancel the onsite service.

Answer: B Section: (none)

Explanation/Reference:

QUESTION 126 When is it safe to power on a power supply that is disconnected from the other computer components? A. B. C. D. when the power supply hasaBuilt-in Self-Test (BIST) whenthe power supply isremoved from the desktop or workstation whenthe power supply isproperly installed in the desktop or workstation whenthe power supply is connected through a UPS

Answer: A Section: (none) Explanation/Reference:

QUESTION 127 Which step is a required HP procedure for troubleshooting a hard drive? A. B. C. D. Use the hpsetcfg tool. Run the Drive Protection System (DPS) tool. Run the HP Backup and Recovery Manager. Run a memory check on the system RAM.

Answer: C Section: (none) Explanation/Reference:

QUESTION 128 The system warranty has expired and the customer is requesting support. The customer no longer has proof of purchase. Which support option is available to the customer? A. B. C. D. No option is available; the system is no longer supportable. The customer must pay for service and any parts required. The customer must purchase an additional HP Care Pack. The customer should call HP to arrange a warranty extension.

Answer: B Section: (none) Explanation/Reference:

QUESTION 129 Which HP tool replaces the HP Insight Diagnostics Utility? A. B. C. D. Software UpdateUtility Vision Field Diagnostics Support Framework Diagnostics for Windows

Answer: D Section: (none) Explanation/Reference:

QUESTION 130 Identify two BIOS security features introduced with the HP BIOS based on Unified Extensible Firmware Interface (UEFI). (Select two.) A. B. C. D. E. system recovery BIOS user accounts boot device options SpareKey DriveLock

Answer: BD Section: (none) Explanation/Reference:

QUESTION 131 An HP product carries a 3-3-3 warranty. What does this mean? A. B. C. D. The product carries a 3 year parts, 3 year labor warranty, with no onsite service. The product carries a nine year warranty on all parts, labor, and updates. The product carries a 3 year parts, labor, and onsite service warranty. The product carries an advanced replacement warranty.

Answer: C Section: (none) Explanation/Reference: