A+ 701 Essentials Vendor Exam Study Guide

ATTENTION STUDENTS: Do NOT use this study guide as your only means of exam preparation. This is a comprehensive study guide that covers material from 701 units 1-8. There may be questions that seem very similar to one another; this was done on purpose as you will run into similar situations on the actual vendor exam. If you try and memorize all of the answers on this study guide, you will not pass the exam. You must understand the concepts behind the questions that are being asked. This is only a means to test the knowledge that you should have already at this point in youre A+ Certification program. Please also review your labs, worksheets, handouts, flashcards, quizzes, practice finals, lectures, etc. while preparing for your vendor exam.

You want to configure three hard drives in a RAID-0 configuration. What is the first thing you need to do? A. B. C. D. Convert the drives to dynamic Install a fourth hard drive Convert the drives to NTFS Create a partition on the drives

What power mode allows you to move the mouse or hit a key to resume working? A. B. C. D. Standby Hibernate Power Off Always On

You need to install a SATA drive during a Windows Vista installation. Which function key do you press during the text mode portion of the installation? A. B. C. D. F6 F8 F10 F3

Your network printer isnt printing. You check the link lights and they arent lit. What should you do FIRST to troubleshoot the problem? A. B. C. D. Power cycle the printer and watch the boot process Replace the NIC Replace the Network Cable Reboot the router

Which of the following creates a secure connection? A. B. C. D. VPN Ethernet Network VPC WAN Suggestion: Add to Internet Security

What allows you to control hardware connections to a Wireless Access Point? A. B. C. D. MAC filtering IP filtering Windows Firewall Windows Defender

What is service identified by Port 80? A. B. C. D. HTTP FTP SMTP TFTP

A user is trying to print to a network printer, however, every time the user sends a print job to the printer, it does not print. There are multiple printers in the office, and all other users are able to print to the printer. Which of the following is the FIRST step that the technician should do? A. B. C. D. Confirm the printer name where the user is trying to print. Restart the print spooler service. Replace the paper in the printer. Reboot the workstation and have the user log in again.

Which of the following tools is located in the Control Panels Administrative Tools utility? A. B. C. D. Power Options Performance Hardware Wizard Simple File Sharing

Which of the following connectors would a bar code reader MOST likely have? A. B. C. D. IEEE-1284 HDMI USB SCSI-2

A user is reporting frequent drops on the 802.11g wireless signal. The customer has installed a new cordless telephone spectrum. Which of the following is the MOST likely cause of the customers issues? A. B. C. D. RFI Electrical Surges ESD EMI

The customer reports after the computer was upgraded the screen is blank and the computer beeps several times then restarts. Which of the following is the possible cause? (Select TWO) A. B. C. D. E. A memory chip is defective. A PCI card is not correctly seated. The CRT display has failed. The power supply is not connected the system board Windows has a corrupt boot.ini file.

Which of the following connector types is used on telephone wire? A. B. C. D. BNC RJ-45 ST RJ-11

Which of the following are the minimum requirements to run a 64-bit application in vista? A. B. C. D. A 64-bit processor and a Vista Home Basic operating system. A 32-bit operating system. A dual-core 32-bit processor and a 64-bit operating system. A 64-bit operating system and a 64-bit processor.

A user calls and states they cannot connect to the wireless network with their laptop even though they were connected yesterday. Which of the following items should be checked FIRST? A. B. C. D. Default Gateway Device Manager Radio state All available networks

Which of the following is a hardware chip that stores encryption keys and aids in the keys generation? A. B. C. D. CMOS BIOS TPM MAC

After verifying system functionality, which of the following is the NEXT step in the troubleshooting theory? A. B. C. D. Treat every occurrence as a potential new issue to troubleshoot Send out an email telling all users how to prevent the occurrence from happening again Document the issue and steps taken to resolve it Explain the issue to the coworker and case the problem reappears

Which of the following technologies is the MOST secure form of wireless encryption? A. B. C. D. SSL WPA WEP TLS

Which of the following describes how many toner cartridges are in a monochrome laser printer? A. B. C. D. Zero One Two Four

Which of the following has the speed of PC133?

A. B. C. D.

SDRAM RAMBUS DDR2 DDR

A customer states that the computer is taking a long time to boot and the hard drive light is staying on constantly. Which of the following should a technician check to resolve the issues? A. B. C. D. The manufacturer of the RAM installed in the computer. The manufacturer of the computer and the hard drive. The hard drive location in the computer. The amount of RAM installed

Which of the following best describes what a KVM switch does? A. B. C. D. Allows multiple users to have access to a central gateway. Connects multiple users to one computer. Connects multiple computers to one monitor, keyboard, and mouse. Allows multiple computers to communicate with each other in a network.

A customer would like to build a Media Center PC for their home theatre, and due to space constraints, asks to have a single connection that will carry video and audio from the PC. Which of the following technologies is capable of this functionality? A. B. C. D. DVI-D DVI-I VGA HDMI

A network that has no server controlling the computers is known as a: A. B. C. D. LAN. Domain. WAN. Workgroup.

The customer has requested the technician install a new cellular WAN card on their business laptop prior to their next trip. Which of the following describes the NEXT step to take? A. After installing the card with the administrative account, have the user test the card using their login. B. After inserting the PCMCIA card, check Network Places to ensure proper card functionality. C. Install the card using the customers log in, and then configure the card using the administrative account. D. After installing the card, ensure the phone and modem properties are set for the local area code. Which of the following malware types captures personal information? A. B. C. D. Botnet Spam Adware Spyware

Which of the following ensures that office workstations are not damaged and do not lose power during momentary power spikes or blackouts? A. B. C. D. Replace all CMOS batteries in the office Install a generator in the office Install a UPS in the office Install power strips in the office

When upgrading to a newer version of an OS, which of the following are best practices? (Select TWO) A. B. C. D. E. Upgrade the processor Update the BIOS Delete existing programs Upgrade the firmware Delete personal data

A small business is looking to run new cabling for their upgraded network. Due to limited ability to conceal cabling within walls, the company is being forced to run the lines along power wiring and overhead lighting. Which of the following would be the MOST cost effective cable to choose? A. B. C. D. UTP Coaxial Fiber STP

Which of the following is the FASTEST external expansion card standard that a customer could find for a laptop? A. B. C. D. Mini-PCI card Express card PC card 8.1 PC card 7.2

Which of the following network classes exists if a hosts IP address is 10.172.1.1? A. B. C. D. A B C D

Which of the following power management settings will allow any key press or mouse movement to bring a computer back to a usable state by default? A. B. C. D. Standby Always on Wake on LAN Hibernate

A customer with a SOHO network reports one computer on the network does not have internet access. In addition, the customer reports that the NIC lights for that computer are not on. Which of the following could be the problem?

A. B. C. D.

Firewall is not working Internet site is down Network server is not working Switch is not working

Which of the following can be used to help solve certain functionality issues when working with older DOS or windows applications inside of Windows Vista? A. B. C. D. The compatibility tab within an application shortcuts Properties DOSKEY CONVERT.EXE The Previous Versions tab within an application shortcuts Properties

Which of the following monitor connector types has 15-pins? A. B. C. D. VGA HDMI DVI S-Video

A technician has replaced a bad power supply in a workstation. The workstation does not power up correctly. Which of the following is MOST likely the cause? A. B. C. D. Power supply wattage is too low Power supplys fan is defective Power supply is the wrong form factor Power supply wattage is too high

A customer reports the optical drive is no longer responding. Which of the following questions should be asked FIRST? A. B. C. D. Did you log in with an administrator account? Have you been to any inappropriate websites? What have you changed since the optical drive worked properly? What has changed since the optical drive worked properly?

Which of the following printer types usually requires special print media? A. B. C. D. Thermal Laser Inkjet Impact

With which of the following devices is a TWAIN32 driver MOST commonly associated? A. B. C. D. Webcam Mouse Printer Scanner

In Windows Vista, which of the following methods can be used to permanently delete files, without sending the files to the Recycle Bin?

A. B. C. D.

Hold the control key while deleting the file Right Click the file to be deleted, select Permanently Delete Hold the shift key while deleting the file Use the delete key on the keyboard instead of the delete option in the GUI

Which of the following maintenance utilities is used to reorganize files on a hard drive? A. B. C. D. SCANDISK DEFRAG CHKDSK Disk Cleanup

A user reports a problem with a PC located in the same room as cement testing equipment. The room has adequate cooling. The PC will boot up, but locks up after 5 to 10 minutes of use. After a lockup, it will not reboot immediately. Which of the following is the MOST likely problem? A. B. C. D. The PC air intakes are clogged with cement dust The PC has a virus The power supply is underrated for the electrical load of the PC The CPU heat sink is underrated for the CPU

Which of the following adapter cards allows I/O devices to be connected, can transmit data one bit at a time, and is usually rated by baud rate? A. B. C. D. Serial USB SCSI Parallel

A client needs a laser printer cleaned. Which of the following tools would be appropriate to clean the inside of a laser printer? A. B. C. D. Office vacuum Toner vacuum Damp Cloth Air compressor

Which of the following attributes is set when a file is ready to be backed up? A. B. C. D. A H R S

Which of the following is the MOST secure method to authenticate users? A. B. C. D. User ID, a strong password, and a fingerprint scanner User ID, a strong password, and a token based device User ID and two levels of strong password requirements User ID, a strong password, and a smart card

A laptop with an external USB hard drive and an external monitor is not booting from the internal hard drive. Power has been verified and the battery is fully charged, but the laptop appears to be stopping after POST. Which of the following will help troubleshoot the cause of this problem? A. B. C. D. Format the external USB hard drive Turn off the external Monitor Disconnect the external devices Remove and reseat the laptop battery

A technician arrives in Germany and discovers that when their PC is plugged into the outlet, no power is received. Which of the following actions should the technician take to get the PC to operate? A. B. C. D. Change the BIOS settings to the local time Adjust the voltage selector switch Attach a 220 volt power strip from the current region to the PC Attach a 120 volt battery backup power supply to the PC

A technician needs to limit some of the processes and services that the computer runs at startup. Which of the following commands provides an interface to accomplish this? A. B. C. D. Mstsc Mmc Msconfig REGEDIT

Which of the following describes the random access memory limitations with Vista 64-bit operating systems? A. B. C. D. 2GB 4GB 8GB 128GB

After hardware upgrades have been installed, the technician boots the computer system. No display output is observed but a beeping is heard from the computer. Which of the following is the MOST likely issue? A. Hard drive cables are not connected B. BIOS chips are nor seated correctly C. The power supply is not functioning D. The video card is not seated properly Which of the following protocols would BEST grant the user secure access to a remote location? A. VPN B. FTP C. POP3 D. DNS A user states that a section of keys on a laptop do not operate. Which of the following is MOST likely the cause? A. The system board is faulty.

B. The memory needs to be replaced. C. The keyboard cable is partially seated. D. The keyboard is corrupt. Which of the following wireless types uses 5Ghz frequency and can transmit data up to 54Mbps? A. B. C. D. 802.11a 802.11b 802.11g Bluetooth

A remote customer states their monitor has no display. Which of the following steps should be performed to check the monitor? (Select 2) A. B. C. D. E. Move the mouse and/or press the space bar to check if the computer is in sleep mode Press CTRL-ALT-DEL and check Task Manager for programs running in the background Check the video cable to make sure it is still connected Check to see if the monitor and system hardware are compatible Check for other equipment plugged into the same power strip/surge protector

A technician needs to verify that all installed devices are using digitally signed drivers from the correct manufacturer. In a Windows Vista workstation which of the following commands would the technician use? A. B. C. D. Sfc Sigverif Ipconfig msconfig

Which of the following interface card types allows internet access through a dial-up connection? A. B. C. D. NIC Modem IEEE 1394 Parallel

Which of the following services should be enabled to allow both corporate users and guests to easily logon to a local network for internet access without a technicians intervention? A. B. C. D. HTTP Telnet DNS DHCP

Which of the following would most likely be used to aid a technician in the removal of spyware? A. B. C. D. ASR Safe Mode Restore Point Recovery Console

Which of the following would be required to capture video from a digital camcorder?

A. B. C. D.

Serial eSATA IEEE 1394 802.11b

Which of the following is used to display real time disk operation information in windows 2000 Professional? A. B. C. D. Task Manager Disk Part Disk Management Performance Monitor

Which of the following safety procedures is the BEST when lifting heavy equipment onto a repair bench? A. B. C. D. The technician should always bend at the waist and lift with their arms. The technician should seek assistance from an available customer. The technician should always bend at the waist and lift with their back. The technician should get assistance from another technician

A traveling user needs to print to a printer in the business room in their hotel. They have a laptop with Windows 7. The printer has USB and Ethernet ports. The user connects the laptop to the USB port, and after the laptop installs the device, the user cannot print. How can the user verify the connection? A. B. C. D. Restart the print spooler service Ping the printer Try to print from another computer in the business room Check the status of the printer

A technician replaces a defective bar code reader with a new bar code reader that is the same model. The operating system recognizes the new reader, but the reader will not scan any items. The technician connects a known good scanner to the system and that scanner works properly. Which of the following is the MOST likely problem? A. B. C. D. The driver software needs to be updated The new scanner needs to be programmed The new scanner has a bad cable The software is still looking for the defective scanner

Which of the following removable storage devices is MOST likely used to duplicate bootable media? A. B. C. D. SD card Zip drive Blu-Ray DVD-RW

Which of the following should be completed NEXT, after testing the theory of probable cause? A. Verify full system functionality B. Implement preventative measures

C. Establish a plan of action to resolve the problem D. Implement the solution to the problem A customer calls in, talking constantly without allowing time for the technician to answer or ask questions. The technician decides to place the customer on hold to work on another issue and misses what the customers problem was. When the customer is finished explaining the issue, the technician asks the customer to summarize the problem again, which angers the customer. How could the technician better handle the situation to avoid such a confrontation? A. The technician should have asked the customer to slow down and allow for a response to a few of the matters brought up in the discussion. B. The technician should have allowed the customer to finish completely, and then return to the customers first point to build a structured discussion C. The technician should have transferred the call to a supervisor, as the supervisor is better trained to handle such customers. D. The technician should have only asked closed-ended questions so the customer could not elaborate on the issues and the technician could troubleshoot the issue Plenum cabling is generally more expensive than standard cabling. The additional expense is justified because: A. B. C. D. The wires are made from a high quality of copper It is made from stranded wire as opposed to solid wire The sheathing is made from fire resistant material It is extremely flexible, making it easier to work with and pull through tight spaces

Which of the following should be done FIRST to a hard drive before it is disposed? A. B. C. D. Partition Physical damage Data wipe Format

Which one of the following describes the number of processors supports in Windows XP Professional 32bit edition? A. B. C. D. One 2 3 4

After successfully removing Spyware from a users computer and verifying full system functionality, which of the following should a technician do NEXT? A. B. C. D. Install an anti-spyware application to guard against future infection Inform management of the issue and suggest a disciplinary follow-up Question the user in order to discover where the Spyware came from Advise the user to stop visiting websites with questionable content.

A user is currently running Windows XP Media Center 32-bit and wants to upgrade to Windows Vista. An in-place upgrade is required. Which of the following versions can be used to accomplish this? A. B. C. D. Windows Vista Home Premium Windows Vista Home Basic Windows Vista Ultimate 64-bit Windows Vista Business 64-bit

While installing Windows XP, a technician notices that the software hangs during the hardware detection phase. How should the technician troubleshoot this issue? A. B. C. D. Check for incompatible hardware Check the CMOS battery Check the boot order in the BIOS Check the disk for scratches

Which of the following would BEST provide temporary power to a computer during a power outage? A. B. C. D. Surge protector Power strip Extension Cord UPS

Which of the following can be used as a boot device upon startup? (Select TWO) A. B. C. D. E. Wireless router USB Network Printer System RAM

Before connecting to the Internet, what should you do first? A. B. C. D. Update antivirus definitions Update the BIOS Defragment the hard drive Update your partitions to NTFS

Whats the advantage to STP? A. B. C. D. Reduced EMI Faster transmission speed Longer segments More flexible cable for running in ductwork

What connection is used for dial-up networks? A. B. C. D. RJ-11 RJ-45 RG-58 Vampire Tap

What does disabling SSID broadcasting do? A. B. C. D. Prevents outside users from seeing the wireless network Allows users to connect to a wireless network Filters MAC addresses for a wireless network Enables encryption for a wireless network

You could connect to the Internet, you install a new WAP and cant now, what should you do? A. B. C. D. Enable a firewall exception Reboot the router Reboot the wireless access point Enable encryption Suggestion: Add a section on troubleshooting wireless connections

What is an example of intrusion detection? A. B. C. D. An alarm that rings when a case is opened Fingerprint Scanner Voice Recognition Software A security camera in a server room Suggestion: Add to Patch Management

What is the definition of a worm? A. B. C. D. A virus that sends copies of itself to other users A virus that deletes the hard drive A virus that creates a backdoor to the system A virus that detects data on a network

You are on a call at a customer location. You have a language barrier between yourself and the customer. What should you do? A. B. C. D. Explain and verify Get a translator Reschedule with a technician that can speak the language Ask to see someone else that you can work with

You are working on-site and your cell phone rings. It is a personal call. What should you do? A. B. C. D. Let it go to voicemail and call back later Answer the call and let them know you will call them later Leave the room to take the call Keep the call brief and continue working

You need to rebuild a customers computer. How do you explain this to a customer? A. Use non-technical terms B. Explain technically, what you are doing as you are doing it C. Use acronyms

D. Do not say anything, just complete the task as quickly as possible Where does the thermal compound go? (Choose two) A. B. C. D. E. On the heat sink On the processor On the case fan On all electrical components On the memory

A CPU is overheating, what do you do? A. B. C. D. Add thermal compound to the CPU and heat sink Add another case fan Update the Processor Buy a new computer

How do you print a test page? A. Open Control Panel > Printers and Faxes > and access the Properties of the Printer. On the General tab, select Print Test Page B. Open Control Panel >Printers > from the File menu, choose Print Test Page C. Double click the Printer icon in the system tray and select Print Test Page D. Right click the Printer in the System Tray and select Print Test Page A user reports that their computer has been rebooting unexpectedly several times per day ever since a construction project began across the street. Which of the following can the technician recommend? A. B. C. D. Use an Uninterruptible power supply (UPS) Plug the Computer into a different power outlet Use a signal attenuator Use a surge protector

A technician is planning to open and work on a CRT monitor. Which of the following should the technician take under consideration? A. B. C. D. Electromagnetic interference High voltage discharge Radio frequency interference Uninterruptible Power Supply (UPS)

A user reports that when they are typing, their pointer will randomly move about the screen or highlight words. Which of the following is the MOST likely cause of the problem? A. B. C. D. The sensitivity of the touch pad is too high The laptop is near a source of EMF interference A remote Desktop session has been established on the laptop The mouse pointer software is corrupt

Which of the following is the Best way to inform the customer of what the problem was and its resolution?

A. Is is fixed now. Bye, I have to get to my next service call. Please give me good marks on the survey! B. The problem, as always, was a bad keyboard. It should be fine now. It may happen again but I would not worry about that now. C. The problem was the manufacturers fault. They keep sending me parts that do not last and it really is a problem to keep returning the same thing. It is working for now. D. The problem was caused by a bad memory DIMM. It was replaced and tested, the PC is running fine. Placing a phone call in an attempt to siphon information from an employee at a company is an example of: A. B. C. D. Intrusion detection Social engineering Port security War driving

Which of the following software options would BEST protect against Trojans and worms? A. B. C. D. Anti-spyware software Anti-adware software Anti-virus software Anti-spam software

Which of the following network connections would use a standard POTS line to both send and receive internet packets? (Select TWO) A. B. C. D. E. Dial-up DSL Satellite OC3 T1

Which of the following adapter types uses a 7-pin cable to transmit video signals? A. B. C. D. RGB DVI HDMI S-Video

How will compressed files and encrypted files appear in Windows Explorer in Windows 7? A. Compressed filenames will appear in blue, while encrypted filenames will appear in green B. Compressed filenames will appear in green, while encrypted filenames will appear in blue C. Compressed filenames will appear bold, while encrypted filenames will appear in italicized D. Compressed filenames will appear underlined, while encrypted filenames will appear green Which of the following MUST be configured to turn a computer on remotely with a network packet? A. Sleep timers B. Hibernate C. Standby

D. WOL Which of the following DSL types has the same upstream and downstream bandwidth? A. B. C. D. IDSL FIOS ADSL SDSL

Which of the following processors would provide the BEST performance? A B C D Pentium 4 with Hyper-Threading Pentium Core 2 Duo Single-Core Athlon64 64-Bit Core 2 Quad

How many USB devices can be chained together? A. B. C. D. E. 8 16 56 127 130

Which RAM is fastest? A. B. C. D. DDR400 DDR333 PC2100 PC2700

Laptop wont shut down, what do you do? A. B. C. D. Wait until the power runs out and then remove the battery Remove the battery Plug the laptop into a wall outlet and then remove the battery Open the laptop and disconnect the power jumper Suggestion: Add to Portable Devices

What does the Windows Experience program track? A. B. C. D. The capability of your hardware and software configuration Your error messages Your virus protection and security settings Your web site hits Suggestion: Add to Installing Windows

Users search the same docs over and over, what can you enable to make their lives easier? A. Indexing B. Windows Defender

C. Windows Firewall D. Windows Search Service E. Windows Experience Suggestion: Add to Navigating Windows What utility is used to uninstall a service pack in Windows XP? A. B. C. D. SPUNINST NETSTAT NBTSTAT NLTEST Courseware: Add to Patch Management right after the Patch Management Section

Your server goes down, then a customer calls, you think the NIC might be the problem, what do you tell them? A. B. C. D. We believe we have identified the problem and the server will be up as soon as possible These things are not an exact science and dont take that tone with me. Is the server your only source of work, it will be back up and running any minute. We believe its the NIC, the server will be up within an hour

A laptop will not output to the connected projector. Which of the following steps should a technician take FIRST? A B C D Press the appropriate function + monitor key Adjust the BIOS settings for external display Replace the video card on the laptop Update the video drivers for the video card

A technician is servicing a customers color laser printer and notices excess toner in the printer. Which of the following tools would BEST assist the technician in removing the excess toner? A B C D Damp towel Compressed Air Alcohol wipe Computer vacuum

Which of the following adapter cards allow I/O devices to be connected and transmits data at 480Mbs? A B C D USB SCSI Parallel Serial

Laptop power adapters have which of the following characteristics? A. B. C. D. They provide backup power in case of an outage They are external devices They provide the circuitry required for sleep mode They conform to the ATX standard

Which of the following would be the MOST effective communication method to process a users call? A. B. C. D. Receive, understand, put on hold and forward Receive, interpret, evaluate and respond Receive, give first impression, and forward Receive, put on hold, ask for help and respond

You are running Windows Vista and you want to confirm that a Driver is properly signed. Which utility do you use? A. Sigverif B. System Properties C. Control Panel D. IPCONFIG Suggestion: Add to driver signing of devices and drivers What file contains all hardware changes to the system and communicates them at startup? A. B. C. D. Hal.dll Ntldr NTdetect BOOT.INI

A user configured a BIOS password and then leaves the company. How do you get past the BIOS password screen without knowing the password? A. B. C. D. Remove the CMOS battery Short the jumper closest to the memory Turn the computer off and then on again Reload the operating system

Which of the following should be plugged into a UPS? (Choose three) A. B. C. D. E. F. Computers Monitors Servers Laser Printer Vacuum Cleaner Portable Heater

Which of the following are responsible for keeping the motherboard from touching the case? A. Standoffs B. Spikes C. Riser cards D. Slots Suggestion: Add to Motherboards Which of the following is the correct upgrade path from Windows 2000 Professional to Windows 7? A Insert the Windows 7 DVD in the drive and follow on-screen instructions.

B C D

Upgrade to Windows XP and then upgrade to Windows 7. Run the Windows Upgrade Advisor with /2k option. Boot with the Windows 7 DVD and choose the clean install option

Which of the following media types is considered a solid state? A B C D Thumb drive DVD drive Blu-Ray drive IDE FDD

Using a 64-bit computer, which of the following is the proper upgrade path from Windows Vista 32-bit to Window 7 64-bit? A B C D Upgrade to windows Vista 64-bit then upgrade to Windows 7 64-bit Put the Window 7 DVD in the drive and follow the on-screen options Run the windows upgrade Advisor and select the 64-bit upgrade options Boot with the Windows 7 DVD and choose the clean install option

Which of the following is a power supply that has a one single plug and socket? A B C D Heat sink AT ATX UPS

A user wants to install an external hard drive using the fastest connection available. Which of the following should the technician recommend? A B C D USB1.1 eSATA USB 2.0 IEEE 1394

Which of the following monitor technologies would allow a technician to set the resolution at 1920x1200? A B C D VGA UXGA WUXGA XGA

A Technician just installed an antivirus suite on a work station. It is kept up-to-date and has recently scanned the system. A day later the user reports slower response times than usual. Which of the following is the user MOST likely experiencing? A B C D Advertisements Resource consumption A Trojan infection Un removed Virus

Which of the following is placed FIRST on the top of the processor to aid in the cooling process? A B C D Fan Mounting Bracket Thermal Compound Heat sink

Which of the following would MOST likely be used to aid a technician in the remove of spyware? A B C D ASR Safe Mode Restore Point Recovery Console

A customer recently bought a new DVD drive to install into an existing workstation with a CD drive already installed. After installing the BIOS reports the drives do not exist. Which of the following will fix the problem? A B C D Change the jumper settings Replace the CD drive Update the BIOS Replace the DVD drive

Which of the following system types will allow a user to utilize 16GB of RAM installed on a PC Workstation? A B C D 8-bt 16-bit 32-bit 64-bit

Which of the following cables can be used to directly connect a laptop to a PC for IDS? A B C D IEEE1394 CAT5 crossover cable CAT5e patch cable Parallel cable

Which of the following voltages is MOST commonly associated with DIMMS? A B C C +3.3V +5V -12V +12V

Which of the following is the MINIMUM memory for installing Windows Vista Home Basic? A B C 1GB 128 MB 256 MB

512 MB

Which of the following cable types consist of only four twisted pairs of copper wires? A B C D UTP Fiber STP Coaxial

A Laptop is required to have hardware level authentication security. Which of the following would be the BEST solution? A B C D Install pre-logon authentication management software Install laptop anti-theft cables Use OS level software Use Biometric scanners built into the laptops

Which of the following tools would a technician use to perform a memory upgrade? A. B. C. D. Anti-static pad Multimeter Cleaning pads Thermal grease

Identify the Class A IP Address. A. B. C. D. 12.20.0.1 127.0.200.1 152.0.0.8 195.168.127.2

Identify the Class A Subnet Mask. A. B. C. D. 255.0.0.0 255.255.0.0 255.255.255.0 255.255.255.255

Identify the Class C IP A. B. C. D. 200.200.152.10 12.20.0.1 127.0.200.1 152.0.0.8

Identify the APIPA address. A. B. C. D. 169.254.8.16 162.154.118.10 127.0.0.1 192.168.0.1

You are a technician. You are replacing 21 CRT monitors with LCD monitors. You need to move the old CRT monitors to a storage closet on the other side of a building. How do you best accomplish this? A. B. C. D. Enlist the help of other technicians and put them on a cart to move to the closet Carry them carefully to the closet, lifting with your legs Enlist the help of other technicians to carry them to the closet Drag them along the floor by the cable

You complete a service call about a malfunctioning keyboard. You finish the call and after removing heavy debris and cleaning the keyboard it works. You educate the user on keeping their workstation clean. What should you do next? A. B. C. D. Escalate the issue to a manager Document the findings and solution Leave, the job is finished Clean off the users desk of all food and potential debris Suggestion: add to customer service lab

Which of the following operating systems has a different path to the system files? A. B. C. D. Windows 2000 Windows XP Windows Vista Home Windows Vista Ultimate Suggestion: Add to Worksheet

Which of the following connector types are typically used on LCD displays? (Select TWO) A. B. C. D. E. XGA Bluetooth CGA DVI VGA

Which of the following expansion devices would allow a user to utilize multiple hardware profiles to control an external display and power option? A. B. C. D. PCI Express card KVM PCMCIA card Docking station

Which of the following is needed to boot into the Recovery Console in Windows XP? A. B. C. D. Emergency Restore Disk System Restore point Original Installation CD Automated System Recovery

Which of the following provides the BEST transfer speed for a HDD?

A. B. C. D.

SATA IEEE 1394 EIDE IDE

Which on the following will BEST help a technician remove a virus from an infected computer? A. B. C. D. Emergency Repair Disk Automated System Recovery System Restore Safe Mode

Which of the following ports is the default for HTTP? A. B. C. D. 21 25 80 110

Which of the following has the fastest transmission speed? A. B. C. D. USB 2.0 USB 1.0 IEEE 1394a IEEE 1394b

Which of the following transmits data at 11 Mbps? A. B. C. D. 802.11b 802.11a Bluetooth 2.0 Cat6

Which of the following are Biometric Authentication methods? (Choose two) A. B. C. D. E. Retinal Scan Fingerprint scanning Smartcards ExpressPC cards Bitlocker

You have an external network card for a laptop. What type of port would the NIC MOST likely plug into? A. B. C. D. PCMCIA Type II PCMCIA Type I PCMCIA Type III Firewire

You need to send a laptop in for repair. What should you remove before sending? A. Any PCMCIA or external cards

B. The Hard Drive C. The LCD D. The Battery You answer a service call. You replace a defective CD-ROM and test the device. What should you do next? A. B. C. D. E. Document the findings and results Check the cables Contact management Escalate the issue Leave, the call is finished

Which of the following holds the most data? A. B. C. D. Blu-Ray Dual-sided DVD Dual-sided CD SD Card

Which of the following should the technician do so that the user will not be able to see the files required to boot Windows XP? A. Windows Explorer> Tools> Folder Options> View Tab> Check Hide protected operating system files B. Windows Explorer> Tools> Folder Options> View Tab> Uncheck Hide protected operating system files C. Windows Explorer> Tools> Folder Options> View Tab> Uncheck Display the contents of system folders D. Windows Explorer> Tools> Folder Options> View Tab> Check Hide extensions for known file system types Which of the following would BEST provide cooling to a hard drive? A. B. C. D. Heatsink CPU fan Case fan Thermal compound

Which of the following is a characteristic of a serial I/O port? A. B. C. D. RJ-11 connector DB-15 connector DB-9 connector RJ-45 connector

A user wants to install a new game and needs to make sure the proper version of DirectX is installed. Which of the following is the BEST way to check for the DirectX version? A. REGEDIT B. services.msc

C. Dxdiag D. Msconfig A user reports a loud noise from their desktop PC. Which of the following would be suspected as a source? (Select TWO) A. B. C. D. E. USB Thumb drive Cooling fan CMOS battery Power supply Motherboard

A technician needs to upgrade the memory in a laptop. Which of the following memory types would be the correct type? A. B. C. D. RIMM DDR RAM SDRAM SODIMM

Which of the following should be done FIRST when identifying and troubleshooting a problem? A. B. C. D. Question the user and identify any user changes to the computer. Establish a theory of probable cause. Establish a plan of action to resolve the problem and implement the solution. Test the theory to determine cause.

A frustrated customer has called about their computer that is not functioning correctly. Which of the following is the BEST question to ask the use? A. B. C. D. Can you avoid using the PC that crashed? What was the last thing that occurred before the PC had problems? What were you doing before the PC went down? What was the last thing you did before the PC crashed?

A laser printer has an error tray two paper jam but tray two does not have any paper in it. Which of the following should the technician do FIRST? A. B. C. D. Replace the tray two paper sensor and run the printer self test. Remove the tray two paper sensor and clean the printhead. Check the tray two paper sensors for blockage and run the printer self test. Check the tray two paper rollers for blockage, clean the printhead, and run the printer self test.

Which of the following methods is the correct use of a KVM switch? A. B. C. D. To connect multiple monitors to one computer To connect multiple computers to one set user interface To connect multiple computers to each other To connect multiple keyboards to one computer

Which of the following will help dissipate heat through the heat sink when upgrading a CPU?

A. B. C. D.

Case fan Thermal compound Motherboard riser Power supply

After attempting a solution suggested by a previous technician, a user call back because the solution did not work, and is very frustrated. Which of the following would be an appropriate response? A. B. C. D. Let me transfer you to the previous technician so that a solution can be reached. That technician does not know what they are doing, let me help you to resolve the issue. You should report your issue to my supervisor so that appropriate actions can be taken. Please describe the problem and we will try to resolve it.

If a technician is getting frustrated during a support call, which of the following could the technician employ to avoid irritating the customer? A. B. C. D. End the call quickly, even if a solution has not been found. Ask the caller to call back in a while. Put the caller on hold briefly and take a deep breath. Pass the caller to another support representative.

Which cabling technology is the most expensive to implement? A. B. C. D. Fiber Optic Cat6 Cat5 Coaxial Cable

Which of the following technologies should be implemented in an office where there is lots of EMI? A. B. C. D. Fiber Optic Cat6 STP RG-58

You are working on a computer that is in the same room as an industrial copier. The computer is experiencing a problem where it is randomly shutting down. What is the MOST likely cause? A. B. C. D. There is not enough power supplied to the computer EMI RFI ESD Suggestion: Add to power and power supplies worksheet

What is a voltage selector switch on a power supply used for? A. B. C. D. It allows a user to set the power output for a power supply to two different levels It supplies different power to different devices It prevents power surges It performs line conditioning

You install a new CD-ROM. The CD-ROM is playing a CD, but no sound is coming out. Sound was working with the previous CD player. A. B. C. D. The audio cable isnt plugged in You need to install a new codec The driver is incorrect The jumpers are not configured properly

The President wants to know when a service call is successfully finished. Upon completion of the service call, what should you do? A. B. C. D. Document the results and then leave a copy on the Presidents desk Call the President and leave a message on their phone Have the Presidents secretary get him on the line Leave without disturbing the President Suggestion: Add to worksheet

You arrive to your first service call of the day 30 minutes late. What should you do about your remaining appointments? A. B. C. D. Contact your clients and let them know the approximate window of your arrival Cancel the appointments and reschedule for a different day Work quickly on the first call to catch up so you arent late for the remaining appointments Arrive late to your next appointments and hope you catch up

Which of the following BIOS level settings allow an administrator to view warnings on possible hardware level changes? A. B. C. D. Drive lock Intrusion detection BIOS password Trusted platform module

A user reports that the battery in their Windows 7 laptop is constantly low on power. Which of the following should a technician suggest to help the user conserve laptop battery power? A. B. C. D. Have the user run the laptop using the battery until all the power is depleted, and then recharge the battery. Have the user remove the battery and run the notebook using the electrical cord only Configure the laptop power options to restore power usage when the laptop is unattended Configure the laptop power option to power saver plan

Which of the following should be the FIRST step in troubleshooting a problem? A. B. C. D. Establish a theory of probable cause Establish a plan of action Verify full system functionality Identify the problem

A user reports that their computer is very loud and occasionally turns itself off. The computer is located under a desk on a carpet. Which of the following steps should the technician perform to BEST remedy the solution? (SELECT TWO) A. B. C. D. E. Replace the power cord Install a new hard drive Remove the computer from the floor Clean the inside of the computer Wipe the computer with a cloth

Which of the following WLAN protocols is in the 5GHz band with a MAXIMUM data rate of 54Mbps? A. B. C. D. 802.11a 802.11b 802.11g 802.11n

A remote user needs to setup a connection to their companys network. Which of the following should a technician use? A. B. C. D. VPN Workgroup VLAN Mobile LAN

A Windows XP Professional PC Needs to be checked for compatibility before being upgraded to Windows Vista Business. Which of the following would be the BEST action to take before the upgrade? A. B. C. D. Run the Windows Vista Upgrade Advisor on the target PC Check the README file on the Vista installation DVD for system requirements Check the manufacturers support pages for system requirements Run the Windows AIK on the Vista installation DVD

The Technician is repairing a PC which appears to have a failing RAM module. After replacing the module, the extra memory still is not registering. Which of the following is MOST likely the issue? A. B. C. D. Jumper settings are incorrect The RAM module is defective The memory slot is defective CMOS needs to be flashed

Which of the following utilities can show startup programs? (Select TWO) A. B. C. D. E. msinfo32 sysedit boot.ini systeminfo msconfig

A dry cleaner is having issues with their computer overheating. Which of the following preventative maintenance techniques would be the BEST short-term resolution to the problem? A. B. C. D. Update the firmware on the machine to accommodate for higher temperatures Use Disk Cleanup and Defrag to keep the machine from working as hard Use a can of compressed air to clean out blocked ventilation Relocate the machine to a cooler part of the building

A users OS has become corrupt, and the user would like to restore the PC back to when they first bought the machine. Which of the following would be the BEST choice? A. B. C. D. Factory Recovery Partition Use Safe Mode Last Known Good Configuration Purchase a copy of the original OS

Which of the following protocols encrypt communication (Select TWO) A. B. C. D. E. HTTPS TELNET SMTP DNS SSH

Which of the following memory modules is a DDR3 chip? A. B. C. D. PC3200 PC4800 PC5300 PC8500

Which of the following printer types would allow a technician to print receipts without ink? A. B. C. D. Thermal Inkjet Dot Matrix Laser

Which of the following is the BEST reason to conceal external cabling? A. B. C. D. To avoid the possibility of a trip hazard To raise aesthetics in the office by organizing the office area To reduce the possibility of crosstalk between cables To avoid the deterioration of the cables due to sunlight

An example of a password that does not meet Windows 7 default complexity requirement is: A. B. C. Dog423 AYBRBTU ST;tos

D.

Password01

You plug an LCD project into a port on your laptop but the image on your screen is not displaying on the projector screen. What should you do? A. B. C. D. Toggle the screen using your function keys Use a new cable Try a different Port Change to a Firewire port for the LCD projector, you do not have enough power to power the projector.

Which of the following are video connectors? (Choose two) A. B. C. D. E. F. VGA DVI PCI PCMCIA RS-232 RGV

How many pins are on a VGA connector? A. B. C. D. 15 10 9 25

Which of the following is a serial connector? A. B. C. D. RS-232 IEEE 1284 USB DVI

Which of the following might do PAL to NTSC conversion? A. B. C. D. Video Capture Cards TV Tuner cards VGA cards Blu-Ray disc burners Suggestion: Add to Video

What type of cable is used on a 10BaseT network? A. B. C. D. UTP RS-232 Coaxial Fiber

Which operating system contains the Windows Aero interface?

A. B. C. D.

Windows Vista Ultimate Windows Vista Home (Not Home Premium) Windows XP SP2 Windows XP Media Center

Which of the following ports is the default for HTTPS? A. B. C. D. 80 125 443 8080

A computer fails to boot into Windows XP and is displaying an invalid boot disk error message on startup. Which of the following should the technician check FIRST? A B. C. D. Rebuild the master boot record using FIXMBR from within the Windows Recovery Console. Replace the hard drive Format the hard drive and reinstall Windows Verify the hard drive is selected as a boot option in BIOS setup

Which of the following versions of Windows can be upgraded to Windows 7 and will not require a clean install? A. B. C. D. Windows XP Professional Windows 2000 Professional Windows XP Media Center Windows Vista Home Premium

Which of the following is an advantage that a USB mouse has over a PS/2 Mouse? A. B. C. D. A USB mouse uses less power A USB mouse is more portable A USB mouse is hot swappable A USB mouse is more secure

Which of the following board types can transmit data up to 8GB/s? A. B. C. D. AGP CNR PCI PCIe

All of the following Windows editions have the Aero theme EXCEPT: (Select TWO). A. B. C. D. E. Windows Vista Home Windows 7 Professional Windows XP Professional Windows 7 Starter Windows Vista Business

A technician receives a request to build a machine and install a 64-bit operating system. Which of the following processors would a technician use in this system? A. B. C. D. Pentium 4 Athlon XP Celeron Itanium 2

Which of the following ports would a technician enable ECP? A. B. C. D. USB LPR COM LPT

An end user reports that the print jobs sent to a network color printer are being printed in black and white. Which of the following is MOST likely the reason? A. B. C. D. The printer does not have enough memory. The network does not support color print jobs. The color option is off in the printer properties. The document contains a non-standard color palette.

Which of the following can the technician do to determine if the hardware is compatible when installing Windows 7? (Select TWO). A. B. C. D. E. Run the Windows 7 Upgrade Advisor. Insert a Windows 7 disk and a prompt will appear to check to see if the computer meets minimum requirements. Call Microsoft and ask them to send a free upgrade checklist with all of the tools and software needed to perform the upgrade. From the command line run msconfig and select upgrade checker. Go to the Microsoft system requirements website and research the answer.

Choose the correct path to open the Microsoft Computer MMC? (Choose two) A. B. C. D. Right click My Computer > Select Manage Choose Start > Control Panel > Administrative Tools > Computer Management Choose Start > Run > cmc.msc Choose Start > My Computer > C > Computer Management

You need to restart a service in Windows XP. What is the path to open the services applet? (Choose three) A. B. C. D. E. Start > right click My Computer > Manage > expand Services and Applications and Select Services Select Start > Administrative Tools > Services Select Start > Run > Type Services.msc and press ok Select Start > Control Panel > Services Select Start > All Programs > Accessories > Services

You want to map a network drive to the Marketing folder on Client1 and use the letter M: as the drive letter. You want this mapped network drive to be available the next time Windows XP starts. Which of the following would complete this task? A. B. C. D. Net use F: \\Client1\Marketing /persistent:Yes Net share F: \\Client1\Marketing /persistent:No Share F: \\Client1\Marketing /persistent:Yes Right click the marketing folder and select Share As F: Suggestion: Add to file and folder management

You install an external hard drive and the system crashes. What is the best way to resolve the problem? A. B. C. D. Use the Last Known Good Configuration Boot into safe mode and disable the driver Reload the operating system Boot into recovery console and use the FORMAT command

What utility do you use to find out if a printer is on the network? A. B. C. D. PING IPCONFIG TELNET NETSTAT

You want to verify and troubleshoot one of the DirectX drivers on your system, which utility do you use? A. B. C. D. DXDIAG Driver Signing Options Device Manager PING

What two utilities do you use to disable startup programs? A. B. C. D. msconfig regedit tracert config

You want to install a volatile application, what do you do first? A. B. C. D. Backup and defragment the hard drive Use Disk Cleanup to optimize the system Configure a new partition to copy the program Delete any unused temporary files

What utility do you use to bring your system back to a point before an error occurred? A. B. C. D. System Restore Windows Backup Safe Mode Recovery Console

A user reports that a document is stuck in the print queue. The technician attempts to delete the file but is unable to. What is the problem? A. B. C. D. The technician doesnt have permissions The print spooler service needs to be restarted The printer cable is damaged The printer is off Suggestion: Add to printers

The Operating System reboots in a continuous loop. What should you do first? A. B. C. D. FIXMBR Safe Mode FIXBOOT ASR Suggestion: Add to Recovery and Diagnostics

You are using an Ink Jet printer. You refill the paper tray and now, during printing, the ink is smearing. What is the problem? A. B. C. D. Wrong paper Print heads arent aligned Fuser isnt working properly Printer cable is damaged

A user calls that the application they were working on yesterday is no longer available. What should you do to troubleshoot the problem? A. B. C. D. Ask the user if the program shortcut is in the recycle bin Determine if the folder path has been moved Help the user reinstall the application Tell the user that you cannot help them, it has to be there somewhere Suggestion: Add to navigating lab

A partition is on the drive but doesnt have a drive letter or path assigned to it. What is the MOST likely cause of this? A. B. C. D. Its a factory recovery partition Its a RAID 0 partition Its a mirrored drive Its a mistake