Question 1

A fix-all.bat file is software that fixes a known application problem.

Accepted Answer

A) True 
 B)False

Question 2

Using good grammar, explain what might occur when a technician is establishing a theory of probably cause when troubleshooting a problem.

Accepted Answer

When a technician is establishing a theo

Question 3

You want to provide a list of good technical support suggestions for the new technician. Which of the following tips would you probably NOT put on your list?

Accepted Answer

A)  Donʹt say words like RAM and CPU to them. 
B)  Donʹt ever ask the customer to re-create the problem or to repeat what they just told you. 
C)  When a customer is explaining the problem, it is okay to interrupt him if you donʹt understand what he just said. 
D)  Donʹt move the customerʹs things on her desk to get to the computer. Ask her to do it. 
A)  Donʹt say words like RAM and CPU to them. 
B)  Donʹt ever ask the customer to re-create the problem or to repeat what they just told you. 
C)  When a customer is explaining the problem, it is okay to interrupt him if you donʹt understand what he just said. 
D)  Donʹt move the customerʹs things on her desk to get to the computer. Ask her to do it.

Question 4

The audio beeps heard during the boot process are caused by the

Accepted Answer

A)  RAM 
B)  Processor 
C)  BIOS 
D)  CMOS 
A)  RAM 
B)  Processor 
C)  BIOS 
D)  CMOS

Question 5

You have been asked to troubleshoot a scanner at a customerʹs location. Upon arriving at the scene and introducing yourself, what is the first step you should take?

Accepted Answer

A)  Ask the customer if the scanner has ever worked before. 
B)  Check all scanner cabling. 
C)  Ensure the scanner is powered on. 
D)  Ensure a document has been placed in the scanner. 
A)  Ask the customer if the scanner has ever worked before. 
B)  Check all scanner cabling. 
C)  Ensure the scanner is powered on. 
D)  Ensure a document has been placed in the scanner.

Question 6

If a computer beeps once during POST, what is the problem?

Accepted Answer

A)  There is no problem. 
B)  CPU register test 
C)  DRAM refresh 
D)  Video initialization error 
A)  There is no problem. 
B)  CPU register test 
C)  DRAM refresh 
D)  Video initialization error

Question 7

Hardware errors are often obvious during:

Accepted Answer

A)  Printing 
B)  POST 
C)  When saving a file 
D)  RAM access 
A)  Printing 
B)  POST 
C)  When saving a file 
D)  RAM access

Question 8

In which troubleshooting step would you make a list of all possible solutions?

Accepted Answer

A)  Identify the problem. 
B)  Establish a theory. 
C)  Divide and conquer the problem. 
D)  Repair or test another theory. 
E)  Test the solution.
F) Provide feedback. 
A)  Identify the problem. 
B)  Establish a theory. 
C)  Divide and conquer the problem. 
D)  Repair or test another theory. 
E)  Test the solution.
F) Provide feedback.

Question 9

Fred, the finicky technician, has determined that there is no communication between one computer and a networked printer. What are the NEXT two steps that he will take?

Accepted Answer

A)  Identify the problem. 
B)  Establish a theory of probably cause (question the obvious). 
C)  Test the theory to determine the cause. 
D)  Establish a plan of action to resolve the problem and implement the solution. 
E)  Verify full system functionality and, if applicable, implement preventive measures.
F) Document findings, actions, and outcomes. 
A)  Identify the problem. 
B)  Establish a theory of probably cause (question the obvious). 
C)  Test the theory to determine the cause. 
D)  Establish a plan of action to resolve the problem and implement the solution. 
E)  Verify full system functionality and, if applicable, implement preventive measures.
F) Document findings, actions, and outcomes.

Question 10

Which scenario is an example of a technician being defensive?

Accepted Answer

A)  A technician is responding to a problem that has been called in to the help desk before. After listening to the frustrated customer explain how the problem has not been solved, the technician replies, ʺI understand how you feel. I see that Sally was the technician from our company that didnʹt help you the first time. I get a lot of repeat problems that she does not fix.ʺ 
B)  A technician responding to a problem listens without interrupting to a customer describe and demonstrate a computer problem. The week before a different technician solved a different problem for the customer. The customer explains that the current problem did not occur until the previous technician worked on the problem. The technician responds, ʺWe have no idea what you have done between last week and this week.ʺ 
C)  A technician walks into a known customerʹs office and says, ʺWhat have you done wrong now, Joyce?ʺ 
D)  A technician walks into a customerʹs office and says, ʺTwenty bucks says I can fix your problems in 15 minutes or less.ʺ 
A)  A technician is responding to a problem that has been called in to the help desk before. After listening to the frustrated customer explain how the problem has not been solved, the technician replies, ʺI understand how you feel. I see that Sally was the technician from our company that didnʹt help you the first time. I get a lot of repeat problems that she does not fix.ʺ 
B)  A technician responding to a problem listens without interrupting to a customer describe and demonstrate a computer problem. The week before a different technician solved a different problem for the customer. The customer explains that the current problem did not occur until the previous technician worked on the problem. The technician responds, ʺWe have no idea what you have done between last week and this week.ʺ 
C)  A technician walks into a known customerʹs office and says, ʺWhat have you done wrong now, Joyce?ʺ 
D)  A technician walks into a customerʹs office and says, ʺTwenty bucks says I can fix your problems in 15 minutes or less.ʺ

Question 11

The audio beeps heard during the boot up process are caused by the RAM.

Accepted Answer

A) True 
 B)False

Question 12

Mitch Miller wants to use his optical drive to play a Moody Blues CD. When he inserts the disk and closes the drive tray, the drive turns, but he does not hear any music. What type of problem would a technician say this is?

Accepted Answer

A)  The technician would say that it is a hardware problem. 
B)  The technician would say that it is a software problem. 
C)  The technician would say that it is an error of the user. 
D)  The technician would not be able to draw a conclusion from the description given. 
A)  The technician would say that it is a hardware problem. 
B)  The technician would say that it is a software problem. 
C)  The technician would say that it is an error of the user. 
D)  The technician would not be able to draw a conclusion from the description given.

Question 13

If you wanted to do a step-by-step confirmation during the boot process in Windows Vista, you would _______ during the first part of the boot process.

Accepted Answer

A)  Hold in the power button for 5 seconds. 
B)  Select the Reboot to Diagnostic Mode option from the Shutdown menu. 
C)  Hold down the Ctrl key. 
D)  Hold down the F8 key. 
A)  Hold in the power button for 5 seconds. 
B)  Select the Reboot to Diagnostic Mode option from the Shutdown menu. 
C)  Hold down the Ctrl key. 
D)  Hold down the F8 key.

Question 14

Debbie keeps getting an error each time she tries to save her worksheet in AJAX ABC accounting software to the thumb drive. She then saves an Excel spreadsheet she was working on to the thumb drive, and it works fine. What is the most likely source of the problem?

Accepted Answer

A)  Something associated with the thumb drive 
B)  The motherboard 
C)  A bad power connection 
D)  The software 
A)  Something associated with the thumb drive 
B)  The motherboard 
C)  A bad power connection 
D)  The software

Question 15

Debbie keeps getting an error each time she tries to save her worksheet in AJAX ABC accounting software to the thumb drive. She then saves an Excel spreadsheet she was working on to the thumb drive and it too produces the error. What is the most likely source of the problem?

Accepted Answer

A)  Something associated with the thumb drive 
B)  The software 
C)  The motherboard 
D)  A bad power connection 
A)  Something associated with the thumb drive 
B)  The software 
C)  The motherboard 
D)  A bad power connection

Question 16

After you determine that there is indeed a computer problem, what is the next step?

Accepted Answer

A)  Identify the problem. 
B)  Establish a theory of probably cause (question the obvious). 
C)  Test the theory to determine the cause. 
D)  Establish a plan of action to resolve the problem and implement the solution. 
E)  Verify full system functionality and, if applicable, implement preventive measures.
F) Document findings, actions, and outcomes. 
A)  Identify the problem. 
B)  Establish a theory of probably cause (question the obvious). 
C)  Test the theory to determine the cause. 
D)  Establish a plan of action to resolve the problem and implement the solution. 
E)  Verify full system functionality and, if applicable, implement preventive measures.
F) Document findings, actions, and outcomes.

Question 17

Ted, the trusty technician, has a work order to fix a printer in the office of Joe Smith. Joe describes the problem by showing him a sheet of paper with hieroglyphic-like characters on it and says, ʺWhen I print, this is what I get.ʺ It would be appropriate for the technician to ask:

Accepted Answer

A)  Could you print another document for me so that I can see whether the problem will reoccur again while Iʹm here? 
B)  Could you disconnect your printer so I can take it apart? 
C)  Would you mind if I asked you to leave the office, so that I can take a closer look at the problem? 
D)  What did you do to make the printer malfunction? 
A)  Could you print another document for me so that I can see whether the problem will reoccur again while Iʹm here? 
B)  Could you disconnect your printer so I can take it apart? 
C)  Would you mind if I asked you to leave the office, so that I can take a closer look at the problem? 
D)  What did you do to make the printer malfunction?

Question 18

What testing component could be installed into an expansion slot or attached to a USB port to perform hardware diagnostics and display the results on an LED display?

Accepted Answer

A)  Loopback plug 
B)  Power tester 
C)  POPST 
D)  POST card 
A)  Loopback plug 
B)  Power tester 
C)  POPST 
D)  POST card

Question 19

Determining what the computer problem is usually takes longer than repairing the problem.

Accepted Answer

A) True 
 B)False

Question 20

What is one of the biggest problems with technicians?

Accepted Answer

A)  Being able to solve computer problems 
B)  Being able to think logically 
C)  Being able to determine whether a problem is hardware or software 
D)  Being able to communicate with users 
A)  Being able to solve computer problems 
B)  Being able to think logically 
C)  Being able to determine whether a problem is hardware or software 
D)  Being able to communicate with users

A fix-all.bat file is software that fixes a known application problem.

Using good grammar, explain what might occur when a technician is establishing a theory of probably cause when troubleshooting a problem.

You want to provide a list of good technical support suggestions for the new technician. Which of the following tips would you probably NOT put on your list?

The audio beeps heard during the boot process are caused by the

You have been asked to troubleshoot a scanner at a customerʹs location. Upon arriving at the scene and introducing yourself, what is the first step you should take?

If a computer beeps once during POST, what is the problem?

Hardware errors are often obvious during:

In which troubleshooting step would you make a list of all possible solutions?

Fred, the finicky technician, has determined that there is no communication between one computer and a networked printer. What are the NEXT two steps that he will take?

Which scenario is an example of a technician being defensive?

The audio beeps heard during the boot up process are caused by the RAM.

Mitch Miller wants to use his optical drive to play a Moody Blues CD. When he inserts the disk and closes the drive tray, the drive turns, but he does not hear any music. What type of problem would a technician say this is?

If you wanted to do a step-by-step confirmation during the boot process in Windows Vista, you would _______ during the first part of the boot process.

Debbie keeps getting an error each time she tries to save her worksheet in AJAX ABC accounting software to the thumb drive. She then saves an Excel spreadsheet she was working on to the thumb drive, and it works fine. What is the most likely source of the problem?

Debbie keeps getting an error each time she tries to save her worksheet in AJAX ABC accounting software to the thumb drive. She then saves an Excel spreadsheet she was working on to the thumb drive and it too produces the error. What is the most likely source of the problem?

After you determine that there is indeed a computer problem, what is the next step?

Ted, the trusty technician, has a work order to fix a printer in the office of Joe Smith. Joe describes the problem by showing him a sheet of paper with hieroglyphic-like characters on it and says, ʺWhen I print, this is what I get.ʺ It would be appropriate for the technician to ask:

What testing component could be installed into an expansion slot or attached to a USB port to perform hardware diagnostics and display the results on an LED display?

Determining what the computer problem is usually takes longer than repairing the problem.

What is one of the biggest problems with technicians?

Introduction to Computer Repair

On the Motherboard

System Configuration

Disassembly and Power

Memory

Storage Devices

Multimedia Devices

Other Peripherals

Computing Design

Basic Operating Systems

Windows Xp, Vista, and 7

Internet Connectivity

Introduction to Networking

Computer and Network Security

Filters

Exam 5: Logical Troubleshooting

A fix-all.bat file is software that fixes a known application problem.

Using good grammar, explain what might occur when a technician is establishing a theory of probably cause when troubleshooting a problem.

You want to provide a list of good technical support suggestions for the new technician. Which of the following tips would you probably NOT put on your list?

The audio beeps heard during the boot process are caused by the

You have been asked to troubleshoot a scanner at a customerʹs location. Upon arriving at the scene and introducing yourself, what is the first step you should take?

If a computer beeps once during POST, what is the problem?

Hardware errors are often obvious during:

In which troubleshooting step would you make a list of all possible solutions?

Fred, the finicky technician, has determined that there is no communication between one computer and a networked printer. What are the NEXT two steps that he will take?

Which scenario is an example of a technician being defensive?

The audio beeps heard during the boot up process are caused by the RAM.

Mitch Miller wants to use his optical drive to play a Moody Blues CD. When he inserts the disk and closes the drive tray, the drive turns, but he does not hear any music. What type of problem would a technician say this is?

If you wanted to do a step-by-step confirmation during the boot process in Windows Vista, you would _______ during the first part of the boot process.

Debbie keeps getting an error each time she tries to save her worksheet in AJAX ABC accounting software to the thumb drive. She then saves an Excel spreadsheet she was working on to the thumb drive, and it works fine. What is the most likely source of the problem?

Debbie keeps getting an error each time she tries to save her worksheet in AJAX ABC accounting software to the thumb drive. She then saves an Excel spreadsheet she was working on to the thumb drive and it too produces the error. What is the most likely source of the problem?

After you determine that there is indeed a computer problem, what is the next step?

Ted, the trusty technician, has a work order to fix a printer in the office of Joe Smith. Joe describes the problem by showing him a sheet of paper with hieroglyphic-like characters on it and says, ʺWhen I print, this is what I get.ʺ It would be appropriate for the technician to ask:

What testing component could be installed into an expansion slot or attached to a USB port to perform hardware diagnostics and display the results on an LED display?

Determining what the computer problem is usually takes longer than repairing the problem.

What is one of the biggest problems with technicians?

Introduction to Computer Repair

On the Motherboard

System Configuration

Disassembly and Power

Memory

Storage Devices

Multimedia Devices

Other Peripherals

Computing Design

Basic Operating Systems

Windows Xp, Vista, and 7

Internet Connectivity

Introduction to Networking

Computer and Network Security

Filters