Deck 10: Troubleshooting

Question 1

You hear scraping and clicking noises while working on an employee's computer. You know this is a typical symptom of certain type of drive failure. Which types of drives create this sound when they fail? Choose all that apply.

A)SATA
B)SSD
C)FDD
D)PATA

Answer 1

SATA
PATA

Question 2

A graphics designer complains that he no longer hears sound when playing music or watching a video online on his computer. You confirm the speakers are plugged in and nothing is muted. Before replacing the sound card, what are two options to pursue to make sure the card isn't defective?

A)Device Manager - verify the sound card is enabled
B)Admin Tools - Services - verify Sound (service) is running
C)Device Manager - update sound card drivers
D)Event Viewer - Application log

Answer 2

Device Manager - verify the sound card is enabled
Device Manager - update sound card drivers

Question 3

An employee in the maintenance department complains that his computer will sometimes shut down for no reason. When you enter the maintenance area you hear a noisy fan and notice there is lots of dust around the computer. What do you suspect is the problem?

A)The CPU fan is clogged with dust and failing.
B)The hard drive is failing.
C)The PC case fan is clogged with dust and failing.
D)The power supply is failing.

Answer 3

The PC case fan is clogged with dust and failing.

Question 4

Jack wants to test for any open circuits or short circuits hampering his network. Which tool should he use?

A)Toner probe
B)Protocol analyzer
C)Cable stripper
D)Cable tester

Question 5

While adding a local printer to a user's Windows XP computer, you receive an error message the print driver is incorrect. What is the issue and how do you resolve?

A)Connection error between computer and printer. Disconnect all connections, cycle both units, and reconnect both units.
B)The correct driver is not available on the computer. Use Device Manager and add the driver.
C)The correct driver is not available on the computer. Download the driver (internet) or use the printer CD to load the file in the Add Printer Wizard.
D)The driver is corrupt. Use the Windows XP disc to reinstall the driver.

Question 6

In the Windows XP Printers and Faxes applet, you are trying to add a local printer to the computer. You receive an error that the Print Spooler Service is not running. How can you resolve the error?

A)Unplug the printer, reboot the computer, and retry.
B)Right-click My Computer and select Manage; under Computer Management, expand the Services and Applications option, choose Services and restart the Print Spooler.
C)Reload the print drivers.
D)Use the net start printing command line entry.

Question 7

You installed a new hard drive on a user's computer yesterday. This morning he called to say that the hard drive light is constantly on. You observe the light stays on even when the computer is idle. What is the probable issue?

A)Extension card is failing
B)Not enough RAM
C)Constant system updates
D)Light connection problem

Question 8

The Sales department is having a "Clean Your Office Day" and they want you to recommend cleaning supplies and tips on how to clean computers. What supplies do you recommend? Choose all that apply.

A)Anti-Static wipes
B)Ammonia cleaner for the monitor screens
C)Air compressed cans for overall cleaning
D)Scrub brush and soap

Question 9

The front desk receptionist emails you that her computer beeps three times and shuts down right after she turns the computer on. How do find out what causes this error? Choose all that apply.

A)Search the internet for the meaning of the three beeps.
B)Check the computer manual.
C)Consult her training guide for using the computer.
D)Search the internet for the computer's BIOS type.

Question 10

A sales unit manager is having trouble loading a new application on her Windows 7 computer. She says she tried to install the program several times but she keeps receiving an error. You attempt to load the program but an error appears that there is another instance of the installation (it is running). You know it is not so you reboot but you get the same error trying to install the application. What is the most likely problem?

A)If you try to install a program over and over, you'll receive an error
B)The program is not compatible with Windows 7
C)An error occurred in a previous installation attempt
D)Windows 7 is faulty and needs to be reloaded

Question 11

The Marketing department has a computer that is locking up for no apparent reason. There is no specific pattern to the lockups. The user mentions it tends to happen when using multiple programs and various functions. Based on this information, what are possible causes? Choose all possible answers.

A)Faulty sound card
B)Faulty NIC card
C)Defective power supply
D)Defective RAM

Question 12

When a user boots his computer, the monitor goes black. After investigating, you find out the refresh rate is too high. How can you fix this problem?

A)Reboot the computer.
B)Press F1 while booting.
C)Boot in VGA mode and change the refresh rate.
D)Delete the boot.ini file.

Question 13

A District Manager uses a stylus pen on his laptop for note taking. Unfortunately, the pen has stopped working. What can you check/do to diagnose the problem? Choose two.

A)Change the stylus pen battery.
B)Open the Mouse or Pointer applet in the Windows Control Panel.
C)Open Device Manager and check for error messages.
D)Reboot the computer.

Question 14

What is a typical cause of a computer emitting a burning plastic smell?

A)A capacitor could be overheating.
B)The fan is going out.
C)The hard drive is working overtime.
D)Something hot is touching the interior of the computer case.

Question 15

The VP of Marketing's assistant calls to let you know her Windows XP computer has a booting problem. When she starts the computer a splash screen appears but then freezes (operating system doesn't load). What are two possible issues with her computer?

A)Motherboard is not working.
B)PCI modem is faulty.
C)The hard drive is freezing.
D)PCI Express NIC is broken.

Question 16

The shipping department calls and says their computer has locked up. For a quick test to see if the entire computer is locked or just a program, what do you advise the caller to do? Choose all that apply.

A)Use the Enter key to see if there are any changes to the screen.
B)Hit F4.
C)Move the mouse to see if the cursor moves as well.
D)Press the Alt button once and use the up arrow key a few times (see if the cursor moves).

Question 17

A "New Hardware Found" alert keeps appearing after you installed a SCSI drive into a server. What is causing the alert to constantly reappear?

A)SCSI drive has a wrong SCSI ID number
B)SCSI drive was terminated incorrectly
C)SCSI drive is not connected
D)This is a typical computer alert and will go away after 10 alerts.

Question 18

For maintenance on a hard drive, which of the following tools or operations are the most useful?

A)Scandisk
B)Defrag
C)Check Disk
D)Device Manager

Question 19

A desktop computer is spontaneously rebooting. Based on the issue, you want to determine and fix any problems with the RAM and Power Supply. To diagnose both issues, what should you do? Choose two.

A)Unseat and reseat the RAM and reboot.
B)Replace the RAM.
C)Test and replace the power supply.
D)Test the power supply, cables, and connections.

Question 20

A user calls the helpdesk complaining that after booting into Windows, the screen goes black, but it displays all the BIOS/POST messages before that. What is the most likely problem?

A)The graphics adapter is faulty.
B)The graphics adapter drivers are corrupted.
C)The monitor cable is loose.
D)Windows needs to be reinstalled.

Question 21

After upgrading your system's memory, you boot up your computer and are met with a blank screen and several beeps during the POST. You checked the RAM was compatible with your system's motherboard before purchasing it. What is your next step?

A)Return the DIMM-it is faulty.
B)Reseat the DIMM and try booting again.
C)Place the DIMM in another bank.
D)Check your system's power connections.

Question 22

A user calls the helpdesk complaining that their system will not boot up after a lightning storm the night previous. They hear a beeping sound emitting from a box next to their computer. Other users are having similar issues, but other electrical devices in the building seem to be working. What is most likely the problem?

A)The power in the building is faulty.
B)The user's computer was destroyed by the storm.
C)The surge protectors are set to off and UPSs are low on charge.
D)The UPSs are faulty.

Question 23

You are working on your computer when you notice a burning smell that seems to be emitting from your system. What is the first thing you should do?

A)Shut down and remove power to the system.
B)Contact your supervisor.
C)Contact 911.
D)Nothing, this is normal.

Question 24

A colleague is putting together a new computer. He turns on the system after plugging everything up, and notices that while the fans spin, there is no power to the other devices in the system (most notably the motherboard and CPU). What is most likely the issue?

A)Power supply is faulty.
B)The ATX power connector is loose.
C)The power supply is not plugged into the wall.
D)The motherboard is faulty.

Question 25

A user calls you complaining that for about a month his hard drive has intermittently worked and then not worked-for months before that it has worked fine. He has tried reseating the cables to no avail. What would you advise the user?

A)This is normal of hard drives.
B)Back up the hard drive immediately.
C)Replace the IDE or SATA cables.
D)Replace the power supply.

Question 26

You have connected your laptop wirelessly to a SOHO router. While you can navigate to other systems on the network, you are not able to connect to the Cable Internet. You check your DHCP IP address, and it is 192.168.1.54. Where is likely the issue?

A)The TCP/IP stack on your system is corrupted.
B)The SOHO router is faulty.
C)The Cable Modem is faulty.
D)The wireless network is not setup correctly.

Question 27

A laptop user travelling on business plugs into the hotel's network connection. Her Windows computer shows she is connected, but she cannot get access to the Internet. The user checks her IP address and notices that it is 169.254. 235.52. The user's laptop network connection worked fine only a few hours previous at the airport. What is most likely the issue?

A)The hotel's DHCP server is not functioning correctly.
B)The laptop's NIC is broken.
C)The NIC's drivers need to be reinstalled.
D)The Ethernet cable needs to be replaced.

Question 28

A user is experiencing slow transfer speeds and intermittent network drops on her Wi-Fi network. What might you recommend as a possible way to mitigate the problem?

A)Change the SSID.
B)Change the security type.
C)Change the radio channel.
D)Use Mac filtering.

Question 29

What feature in Windows allows to computers to have the same IP address?

A)HomeGroup
B)IP Address Sharing
C)Netshare
D)This feature does not exist.

Question 30

All of the following tools are useful for creating a CAT5 Crossover Cable, except:

A)Punch Down Tool
B)Stripper
C)Crimper
D)Cable Tester

Question 31

You are trying to make sense of server room where all the drops terminate, and you want to begin by labeling each drop in the server room with a room and letter number corresponding to its physical drop location in the building. What tool is going to be most helpful to you in completing this task?

A)Cable Tester
B)Loopback Plug
C)Toner Probes
D)Punch Down Tools

Question 32

When installing Windows 7 on your new system, which has been setup with a RAID 1 array, the installation fails, stating that you do not have a disk available for installation. What is the issue?

A)Windows 7 is not compatible with RAID arrays.
B)You need to install the RAID array drivers by pressing F2 at during Windows 7 installation startup.
C)You need to install the RAID array drivers by pressing F6 at during Windows 7 installation startup.
D)Double check your RAID array is connected correctly.

Question 33

Every time a user restarts their Windows 7 computer, they are met with a BSOD. What is a first step in resolving this issue?

A)Undo recent changes using System Restore.
B)Restore the system from a recent Backup.
C)Manually troubleshoot the issue in Safe Mode.
D)Reinstall the Windows 7 OS.

Question 34

Which of the following could cause the Windows 7 system to run the disk checker upon startup?

A)The system was properly shut down.
B)The system has been infected with a virus.
C)A power outage caused the system to suddenly shut down.
D)The user exceeded the number of password attempts.

Question 35

After booting into Windows 7 you receive an error that states that a device failed to start in Windows 7. What is the best solution to implement first?

A)Replace the device.
B)Reseat the device.
C)Update the device driver from the Internet.
D)Reinstall the device driver from a manufacturer CD.

Question 36

What is one way to resolve a "missing hal.dll" error in Windows 7?

A)Download Hal.dll from the Internet and replace it in the System32 folder.
B)Copy Hal.dll from another computer and replace it in the System32 folder.
C)Run Startup Repair from the Windows 7 installation DVD.
D)Delete the Hal.dll file from the System32 folder.

Question 37

A user has been plagued by pop-ups ever since installing a program that promised to remove viruses from their system. They installed the program after a pop-up on their system told them they had 5 viruses. What type of malware does this exemplify?

A)Adware
B)Spyware
C)Viruses
D)Worms

Question 38

Before removing a virus using manual or automatic techniques, you should always do what in a Windows 7 environment?

A)Disable System Restore.
B)Disable automatic scanning.
C)Boot into Safe Mode.
D)Purge the quarantine.

Question 39

Installing an anti-virus suite will only work effectively if you practice all of the following, except for:

A)Keeping .dat files up-to-date.
B)Keeping the OS software updates up-to-date.
C)Installing a third-party firewall program.
D)Educating yourself on possible threats.

Question 40

What tool can be useful in identifying internal errors and bottlenecks occurring within the Windows 7 OS?

A)MSCONFIG
B)Event Viewer
C)MSINFO32
D)CHKDSK

Question 41

Once you identify a virus has infected a system on your network, what is a first step you should take to mitigate the risk of the virus infecting other systems?

A)Quarantine the system from the rest of the network.
B)Update the anti-virus programs on systems in the rest of the network.
C)Scan the computer and quarantine the virus on the system.
D)Disable system restore on the infected system.

Question 42

A user complains they are receiving a lot of unwanted email in their inbox. What tool can you recommend to help the user?

A)Anti-Virus Software
B)Spam Filter
C)Anti-Spyware Software
D)Outlook

Question 43

A user complains that he is suddenly receiving a bevy of "bounced" emails and friends are complaining they are receiving odd emails from him. What best describes what has occurred?

A)Phishing
B)Spoofing
C)Hijacking
D)Spam

Question 44

You are assisting a user over the phone and have tried several things to help fix the user's problem. Unfortunately, you have been unable to solve the issue. The user is getting frustrated and you don't have many more ideas. What should you do next?

A)Escalate the user to a higher level of support.
B)Transfer the user to a colleague you think can assist them.
C)Tell the user to call you back after you have had more time to research the issue.
D)Tell the user you will be unable to help them, and document their issue.

Question 45

A user complains that when they press the power button on their PC, nothing happens. What is the first thing you should check?

A)Is the power supply plugged into the wall?
B)Is the motherboard's power connection (P8/P9) connected?
C)Is the monitor functioning correctly?
D)Is the OS installed correctly?

Question 46

After moving to a new office, your computer's monitor appears to not be working properly. The system appears to boot fine, and an orange light appears on the monitor, but nothing appears on the screen. What is most likely the cause of this problem?

A)The monitor needs to be replaced.
B)The graphics card needs to be replaced.
C)The DVI connection is loose.
D)The S-Video connection is loose.

Question 47

A multimeter should read between 115V and 120V when:

A)Connecting the black lead to ground and the red lead to hot in an electrical socket in the USA.
B)Connecting the red lead to ground and the black lead to hot in an electrical socket in the USA.
C)Connecting the black lead to ground and the red lead to hot in an electrical socket in Europe.
D)Connecting the red lead to ground and the black lead to hot in an electrical socket in Europe.

Question 48

You believe a NIC installed in your computer has a faulty Ethernet port. What tool would you use to verify this?

A)Cable tester.
B)Crimper.
C)Loopback Plug.
D)Multimeter.

Question 49

A colleague's computer has an integrated sound card that your colleague wishes to upgrade. They install a new graphics adapter using a PCIx bus, but when they plug speakers to the new adapter, it does not work (even during boot up). Which step did this colleague forget?

A)To install the Graphics Adapter device drivers.
B)To disable the PCIx sound card.
C)To install the latest Windows service pack.
D)To disable the onboard sound card.

Question 50

You internal RAID array has been working fine until today, when it suddenly stopped working. What is a first troubleshooting step?

A)Reinstall the RAID array drivers.
B)Check and reseat all internal connections.
C)Replace the RAID array.
D)Disable the onboard RAID array.

Question 51

In which of the following instances would booting into Windows Safe Mode be useful (select all that apply)?

A)Removing a virus from the system.
B)Working in a program that requires maximum resources.
C)Troubleshooting a driver issue.
D)Recreating a spyware issue.

Question 52

On a Windows XP machine you get an error about a corrupt system file. What utility can best assist you in correcting this issue?

A)REGEDIT
B)CHKDSK
C)SFC
D)MSCONFIG

Question 53

Which of the following techniques allows you to specify which devices are allowed to access your SOHO network?

A)IP Filtering
B)Firewall
C)MAC Filtering
D)Turn off SSID Broadcasting

Question 54

A colleague of yours recently had his computer hacked. He is trying to secure it from future attacks and tells you he has a strong password on the administrator account, with an active firewall that is well configured, and an antivirus program. Which of the following may he have forgotten?

A)Disabling the guest account.
B)Changing the default email ports.
C)Setting Windows Updates to not occur automatically.
D)Writing his password in a safe place.

Question 55

Which of the following would best assist a Windows user having trouble with their graphics driver to troubleshoot the issue?

A)SAFE MODE
B)VGA MODE
C)BSOD
D)BOOT LOGGING

Question 56

You are troubleshooting a network issue with a user who is at a hotel. You ask them to check their IP address, and they tell you it is 10.0.0.54. They have tried to connect to an email server, but are unable to do so. They also cannot ping sites from the command line. What might be the issue?

A)The TCP/IP stack on the user's computer is corrupted.
B)The router at the Hotel is corrupt.
C)The user has not opened a web browser.
D)The DHCP server at the Hotel is not working.

Question 57

Where can you find an option to view file extensions in Windows 7?

A)In an explorer window, go to Tools > Folder Options > View
B)In an explorer window, go to Tools > View
C)In Control Panel, go to View Options
D)In Control Panel, go to Folder Options

Question 58

When dealing with dead pixels or artifacts and monitors, what is the best way to resolve the issue?

A)Use a large magnetic to realign the fields.
B)Degauss the monitor.
C)Replace the monitor.
D)Reinstall the monitor's drivers.

Question 59

You arrive at the workstation of a computer the user says is not working properly. What is the first step in addressing the issue?

A)Document findings, actions, and outcomes
B)Establish a theory
C)Establish a plan of Action
D)Identify the Problem