Question 1

William has been working on a problem with a computer at his company for several hours and still can't ascertain the problem. The computer will not turn on, and William has tried everything he can think of to fix the computer. He has replaced the power cord, the power supply, and even the power strip the computer is plugged into. William decides that it must be the motherboard and takes the computer to his shop to replace the motherboard on the computer. When he plugs the computer in, it turns on. The problem was not the computer-someone had turned off the switch for the wall outlet that the power strip was plugged into.
Where in the troubleshooting process could William have discovered this problem? (Select all that apply.)

Accepted Answer

A)  Identify the problem. 
B)  Establish a theory of probable cause. 
C)  Test the theory to determine cause. 
D)  Establish a plan of action to resolve the problem and implement the solution. 
E)  Verify full system functionality.
F) Document findings.

Question 2

Henry is having a problem with the electrical system on his current laptop. The battery for the laptop will not charge. Henry took the AC adapter and battery from another laptop that is known to work, and put them in his current laptop, but still the battery will not charge.
What possible actions can Henry take to make his laptop usable? (Select all that apply.)

Accepted Answer

A)  Henry can replace the battery again, as the second battery could also be bad. 
B)  Henry can replace the laptop system board. 
C)  Henry can purchase a new laptop. 
D)  Henry can use the laptop only when it's connected to the power using the AC adapter.

Question 3

Paul is playing a game when his computer shuts down unexpectedly. Paul has noticed recently that his fans are running very loud. When Paul turns his computer back on, it starts to boot and then shuts off again.
What is a possible problem with Paul's computer?

Accepted Answer

A)  Windows is not installed. 
B)  Fan drivers are not working. 
C)  Hard drive is failing. 
D)  Computer is overheating.

Question 4

Thomas came into work this morning and turned on his computer and nothing happened. He immediately called the help desk, and you were sent to fix his computer. While talking with Thomas about his computer, you find out that when he turns on the computer, he has lights and fans, but nothing else happens. He also tells you that nobody else has done anything with his computer. Nothing has been added or changed, since it worked the day before. You decide to try to re-create the problem, and when you turn on the computer, there are lights and fans, but no beeps and no video. You notice that the keyboard light does not come on.
What can you determine about the problem with Thomas's computer? (Select all that apply.)

Accepted Answer

A)  Motherboard has failed. 
B)  Video card is not working properly. 
C)  Processor has gone bad or is not seated properly. 
D)  Power supply is not working properly.

Question 5

When you verify a system is functioning properly, you determine that the problem could have been prevented.
What should you do to help the computer's user avoid having the same problem again?

Accepted Answer

A)  Lock the user out of the problem area. 
B)  Instruct the user on how to prevent the problem. 
C)  Don't tell the user anything so that he will have to call you back when the problem occurs again. 
D)  Document the problem and hope the user reads your notes.

Question 6

While you are working on your computer, it shuts down unexpectedly, and you detect a burning smell. When you remove the case cover, you notice a distended capacitor.
What can you do to fix this problem?

Accepted Answer

A)  Reseat the RAM. 
B)  Replace the CMOS battery. 
C)  Replace the power supply. 
D)  Replace the motherboard.

Question 7

You decide to add three new hard drives to your computer so that you can increase the amount of storage on it. When you install the hard drives, you find enough SATA connections on the motherboard, but it is short one SATA power connector.
What is the easiest way to add a SATA power connector to the system?

Accepted Answer

A)  Purchase a new power supply. 
B)  Use a Molex to SATA power adapter. 
C)  Use the Molex connector. 
D)  You will not be able to add the SATA hard drive.

Question 8

When Amy turns on her computer, she notices a burning smell. Smoke comes out of the case, and Amy immediately turns off her computer.
What might be causing Amy's computer to emit smoke and a burning smell?

Accepted Answer

A)  Processor error 
B)  RAM error 
C)  Motherboard error 
D)  Power problem

Question 9

You go to work after a long weekend and try to turn on your computer. When you push the button on the desktop, the system does not start to boot. The monitor turns on and displays a message saying that there's no signal. When you push the desktop button again, you notice that the lights on the computer are turning on, but you don't hear any sounds coming from the desktop.
What is a possible problem with your computer?

Accepted Answer

A)  Power cord is unplugged. 
B)  Video cable is not connected to the desktop. 
C)  Hard drive has crashed. 
D)  Motherboard no longer works.

Question 10

When testing your theory, you discover that you are wrong.
What is your next step in the troubleshooting process?

Accepted Answer

A)  Ask your client more questions. 
B)  Establish a plan of action to resolve the problem. 
C)  Establish a new theory of probable cause. 
D)  Document your findings.

Exam 4: Supporting the Power System and Troubleshooting Computers

Paul is playing a game when his computer shuts down unexpectedly. Paul has noticed recently that his fans are running very loud. When Paul turns his computer back on, it starts to boot and then shuts off again. What is a possible problem with Paul's computer?

When you verify a system is functioning properly, you determine that the problem could have been prevented. What should you do to help the computer's user avoid having the same problem again?

While you are working on your computer, it shuts down unexpectedly, and you detect a burning smell. When you remove the case cover, you notice a distended capacitor. What can you do to fix this problem?

When Amy turns on her computer, she notices a burning smell. Smoke comes out of the case, and Amy immediately turns off her computer. What might be causing Amy's computer to emit smoke and a burning smell?

When testing your theory, you discover that you are wrong. What is your next step in the troubleshooting process?