Module 8: Troubleshooting And Operational Procedures

1) Which of the following could be defined as "determining the

Root cause analysis

2) A customer brings a PC in for repair. Which of the following s

Ask a series of open ended questions to determine the sympt

3) Which of the following is the first step when troubleshooting

Identify the problem

4) A user reports that their computer suddenly will not boot. W

I understand your concern, and will try to have your compute

5) While a technician is responding to a customer's call, a co-w

Ask the customer permission to put them on hold and politely

6) The best information to document when changing the refres
The previous refresh rate and the new setting to be applied

7) A frustrated customer reports that a problem which was sup

Inform the customer that the technician is only trying to help.

8) A user states a computer will not completely boot; it just kee

Was any hardware installed since it last worked?

Were there any new software updates done?

9) Which of the following physical components would you norm
Power supply

10) Which of the following physical components would you nor

Power supply

11) Which of the following is often indicative of a CMOS batter

Bios time and settings reset

12) You are working on a system on which a certain application

RAM

13) Which of the following logical failures on hard disk drive ca

Booting to the wrong drive

14) Which of the following operating system tools is used to de

CHKDISK

15) Which of the following should you use if you have configure

Advanced Startup Options

16) Which of the following recovery utilities is available in Wind

Windows RE

17) Which utility is accessible and safe mode and in Windows R

System restore
18) Which of the following startup utilities is used in Windows

Windows PE

19) You recently added a device driver to your system and it is

Safe mode

20) Which command can you use in the recovery console in a s

Fixmbr

21) Which of the following troubleshooting utilities can be used

MSconfig
SFC
CHKDSK
22) Which of the following utilities can be used to speed up pe
Defrag

23) Which of the following network problems is most common

Signal strength

24) Which utility is used to verify the configuration of the clien

IPCONFIG
25) Which TCP/IP troubleshooting utility can be used to view ac

NETSTAT

26) Which TCP/IP troubleshooting utility verifies conductivity w

PING

27) You are troubleshooting a client that cannot connect to any

 IP Address conflict

28) Which of the following issues on a client computer is most

Popups

29) Which of the following problems is most commonly related

Garbled characters on the paper

30) Which of the following printer issues is unique to a laser pr
Toner not choose to the paper

31) You have recently installed a new video card into a PC and n
Safe mode

32) Which utility can be used in Windows XP that allows techni

Recovery console
Startup repair
Command prompt
33) Which of the following troubleshooting utilities allows tech

Msconfig

34) Which of the following system restore methods in Window

ASR

35) System Restore is a component in Windows XP and Window

True

36) In which of the following operating systems is System Resto

Windows 2000
Windows Vista
 Windows XP Professional
37) A user would like for the help desk personnel to make a rem

VPN
Remote control
Remote assistance
38) Which of the following utility gives a simple look at the reso

Task manager
System information
System configuration
39) Which of the following commands will show all active listen

Netstat -a

40) You have a host computer that has automatically generated

Ipconfig /renew
41) Which of the following can be used to view errors and warn
Details
Custom view

Subscriptions
42) Which of the following components is used in Windows Ser
Data collector sets

43) A customer is having a problem with network connectivity

Identify the affected area

44) Which of the following is a problem unique to troubleshoo

Signal strength

45) Which of the following tools is used to eliminate any cache

 Ipconfig /flushdns
46) Which of the following tools can verify connectivity and the

TRACERT

47) Which of the following command line tools is used to gathe

NETSTAT

48) Which parameter for the TRACERT utility will bypass name

-D

49) Which parameter for the PING utility is used to perform a c

T

50) Which of the following is needed to perform ASR recovery

Operating system CD

ERD disk
vendor recovery CD
51) Which of the following commands verifies conductivity bet

Ping
52) A technician receives a boot error message that the operati
The boot order in the bios

53) Customer reports that a laser printer produces poor quality

Print test page

54) Which of the following may cause a customer to experienc
 The airflow is blocked

55) The user reports that the desktop appear smaller than usua

Change to a lower resolution

56) A user is a network laser printer that spring constantly. The

Restart the print spooler service

57) The computers overheating that the fans are not obstructe

One or more fans are inoperable

58) After a user ran a registry cleaning program, a computer ru

Run system restore to get to a previous working condition

59) What is dangerous to computer systems and requires that t

ESD

60) Which of the following should you never do because of its

Insert something metal into a wall outlet to test

61) Which of the following will not help prevent static buildup?
Increased humidity

Removing carpeting
Decreasing humidity
62) Which of the following is most likely used as a means for re

Compressed air

63) Which of the following should you not do in an effort to res

Minimize the problem
64) If you overhear something at a customer location that seem

False
65) Which of the following should you avoiding communication
Jargon

66) Is the final step in troubleshooting and issue?

Ensure the customer is satisfied with the resolution

67) Which of the following should generally be avoided when d

Taking a personal phone call

68) As a safety precaution you should never open up a power s

True
nd Operational Procedures

d be defined as "determining the underlying reason that a problem occurs in order to prevent similar problems in the future"?

r repair. Which of the following should a technician do in order to better understand the customer's issue?

uestions to determine the symptoms

e first step when troubleshooting an issue?

mputer suddenly will not boot. When the technician arrives, they discover that the user is very worried they will not be able to complete a

nd will try to have your computer working again as quickly as possible so that you can finish your report.

ding to a customer's call, a co-worker keeps insisting on telling the technician about their weekend. Which of the following is the BEST cou

to put them on hold and politely ask the co-worker to talk later
ument when changing the refresh rate of a display adapter is which of the following items?
the new setting to be applied

ts that a problem which was supposedly repaired is occurring again. The customer does not appreciate any efforts to assist with this proble

technician is only trying to help.

l not completely boot; it just keeps rebooting. Which of the following questions might a technician ask to try and determine the cause? (Se

nce it last worked?

updates done?
ical components would you normally suspect in a scenario where you smell a burning smell coming from a PC?

sical components would you normally suspect in a scenario are continuous reboots happen?

ften indicative of a CMOS battery failure?

m on which a certain application continuously crashes upon use. Which of the following physical component should you suspect?

cal failures on hard disk drive can often be remedied by using the bios?

erating system tools is used to determine if bad sectors exist on hard disk drive?

uld you use if you have configured a display adapter to a resolution which is not supported?

overy utilities is available in Windows Vista and Windows 7 to recover from startup issues?

and safe mode and in Windows RE and can revert the system to a saved configuration?
 tup utilities is used in Windows Vista and later as a replacement for MS-DOS boot disk?

e driver to your system and it is now unable to boot. Which of the following options should you use to load basic drivers and services and e

use in the recovery console in a situation where malware has corrupted the master boot record?

ubleshooting utilities can be used to troubleshoot startup items?

ties can be used to speed up performance on the hard drive by rearranging discontinuous files?

work problems is most commonly related to wireless connectivity?

ify the configuration of the client and should be used first when troubleshooting network conductivity issues?

ting utility can be used to view active network connections on a client system?

ting utility verifies conductivity with the remote system using ICMP?

client that cannot connect to any systems. The client's IP address is listed as 0.0.0.0. What is the problem?
 es on a client computer is most commonly associated with spyware?

blems is most commonly related to a printer driver issue?

nter issues is unique to a laser printers?

a new video card into a PC and now are unable to start the machine. Which of the following advanced startup options should you choose fi

n Windows XP that allows technicians to troubleshoot missing files, corrupt boot sectors, invalid MBR, and read/write files from the hard d

ubleshooting utilities allows technicians to control startup process and various boot options?

em restore methods in Windows XP replaced the Emergency Repair Disk (ERD) functionality in Windows 2000?

nent in Windows XP and Windows Vista that allows users to restore their computer to a previous point without affecting user data. True or

perating systems is System Restore available when booting to the installation media?
elp desk personnel to make a remote connection to her computer in order to assist her in the process of adding a macro into Excel. The hel

ty gives a simple look at the resources being consumed by running applications on the system?

mmands will show all active listening TCP/IP connections?

that has automatically generated an address and you would like to force the client to attempt to contact a DHCP server?

be used to view errors and warnings from multiple logs in a single results pane?

mponents is used in Windows Server 2008 to provide a single component containing performance counters and system configuration event

blem with network connectivity to the Internet and you are troubleshooting over the phone. Which of the following is the first action that

problem unique to troubleshooting WLANs?

ls is used to eliminate any cached DNS entries on a client that is having trouble connecting to some Internet websites?
 ls can verify connectivity and the route a packet takes to the remote network but is often blocked by perimeter firewalls or routers?

mmand line tools is used to gather information about currently connected sessions?

RACERT utility will bypass name resolution and speed up the results?

ING utility is used to perform a continuous PING?

eeded to perform ASR recovery in Windows XP?

mmands verifies conductivity between two hosts?

ot error message that the operating system is not found. Which of the following should the technician checked?

ser printer produces poor quality printouts. Having arrived on-site the technician has a discussion with the customer reviews some example

y cause a customer to experience excessive heat in a laptop?

 esktop appear smaller than usual and there’s a large black border around the desktop on the monitor. Which of the following would be

rinter that spring constantly. The user has tried power cycling the printer. Which of the following should the technician recommend that the

g that the fans are not obstructed and there's no dust on the components or heat sinks. Which of the following is the most likely cause of t

leaning program, a computer running Windows Vista will not boot. Which of the following should the technician recommend first?

a previous working condition

puter systems and requires that technicians always remain grounded while working inside the computer?

uld you never do because of its adverse effects in relation to safety?

wall outlet to test

not help prevent static buildup?

most likely used as a means for removing dust particles from inside a computer?

uld you not do in an effort to respect the customer?

at a customer location that seems as if it might be private its okay to discuss it with your co-workers. True or False?

uld you avoiding communication with customers?

hooting and issue?

ed with the resolution

uld generally be avoided when diagnosing and resolving customer issues?

should never open up a power supply and attempt to repair it. True or False?
ems in the future"?

y will not be able to complete a research paper they've been working on which is due by the end of the day. Which of the following is an ap

of the following is the BEST course of action?

y efforts to assist with this problem and grows angrier with each attempt at resolution. Which of the following would be an appropriate me

ry and determine the cause? (Select TWO).

nt should you suspect?
d basic drivers and services and enable the system to boot once again?
rtup options should you choose first in order to troubleshoot the problem?

read/write files from the hard drive?

hout affecting user data. True or False?

dding a macro into Excel. The help desk staff is remote and cannot make a personal visit. Which application can be used to achieve this mul

DHCP server?

and system configuration events?

following is the first action that you should take?

t websites?
meter firewalls or routers?

customer reviews some examples of the print jobs. Which of the following should the technician do next?
Which of the following would be the most likely way to fix the problem?

e technician recommend that the user do first?

wing is the most likely cause of the overheating?

nician recommend first?

y. Which of the following is an appropriate response to the users concerns?

ing would be an appropriate method for dealing with this situation?

can be used to achieve this multi-user access to the same desktop?