CISC 360 ICTE (COMPTIA A+) Part 3

A support desk technician is dealing with an angry customer. Which two approaches should the technician take in dealing with the customer? (Choose two.) Ask socially related questions to direct the customer away from the problem. Work to redirect the conversation to solving the problem. Immediately transfer the customer to a higher level technician. Reply to the customer with the same level of anger. Let the customer explain the problem without interrupting.

Explanation: Angry customers should be allowed to explain the problem, then be redirected to discussing how the problem can be solved. Transferring the customer, replying in a rude tone, and asking unrelated questions will usually increase, not ease, the anger being expressed by the customer.

Which two precautions can help prevent social engineering? (Choose two.) Always ask for the ID of unknown persons. Escort all visitors. Keep your password securely under your keyboard. Do not allow any customers into the workplace. Always require a user name and password to be configured.

Explanation: Asking for IDs and escorting visitors are effective ways to prevent social engineering. Users should never keep their passwords in the work area. Eliminating customers is not always practical for business purposes.

A user reports that a PC is losing files, not opening some files, and is performing slowly. The technician suspects problems with the hard drive. What should be done to protect the data that is on the PC and to determine the source of the problem, without risking total drive failure? Run the format command, then replace the hard drive. Run chkdsk, then run format. Back up all important files, then replace the hard drive. Back up all important files, then run chkdsk. Run chkdsk, then back up all important files.

Explanation: Backing up important files is the first step in protecting existing data. After backing up, running chkdsk will allow the technician to determine if there are bad sectors on the hard drive, without losing any data.

What is an indication that the battery in a mobile device could become physically hazardous and should be immediately replaced? if the battery only supports the system for a reduced period of time if there are signs of swelling if the screen brightness begins to dim if the device feels warm to the touch

Explanation: Because a swelling battery is physically hazardous, it should immediately be replaced with a new one from the manufacturer.

A support desk technician is asking a customer a series of questions about a problem connecting to the network. Which step of the troubleshooting process is the technician applying? Identify the problem. Establish a theory of probable cause. Establish a plan of action to resolve the problem. Test the theory to determine cause.

Explanation: Before any solutions can be proposed or tested, the problem must first be identified. This is done by gathering information from the customer by asking questions and clarifying details of the problem.

A computer technician has been asked to secure all Windows 7 computers by encrypting all the data on each computer. Which Windows feature should be used to provide this level of encryption? BitLocker EFS TPM Windows Update

Explanation: BitLocker is a Windows feature that can be used to encrypt the entire hard drive volume. Encrypting File System (EFS) is a Windows feature that can be used to encrypt files and folders linked to a specific user account. TPM is a specialized chip on the motherboard that stores information specific to the computer system such as encryption keys, digital certificates, and passwords. Windows Update is used to update the operating system, not to encrypt data.

What is needed from Apple and Google in order for individual programmers to develop apps for iOS and Android devices? SLA SDK firmware iOS or Android device

Explanation: Both Apple and Google release their own software development kits (SDKs) that allow developers to create apps for iOS and Android mobile devices. Developers can run the SDK and create apps on a simulator. SLA is an agreement between a service provider and customers.

After questioning a user about the problems being experienced with a PC operating system, the support technician suspects that a recent service pack installation has failed. Which step of the troubleshooting process has the technician just concluded? Test the theory to determine the cause of the problem. Establish a plan of action to resolve the problem. Establish a theory of probable cause. Document findings, actions, and outcomes.

Explanation: By suspecting that an operating system service pack has failed to install successfully, the technician has established a theory of probable cause of the problem. The next step would be to test the theory to determine the cause of the problem, followed by establishing a plan of action to resolve the problem. Documentation is the final step and would occur after the solution has been verified and the system restored to full functionality.

Why do laptop computers use CPU throttling techniques? to enhance the performance of the CPU to reduce the heat that the CPU may generate to ensure the CPU is running at its peak speed to conserve the battery life by reducing the bus speed between the CPU and RAM

Explanation: CPU throttling is used to conserve power and increase battery life on portable devices. Throttling also produces less heat.

After consulting the manufacturer manuals, a technician applies a series of recommended solutions that resolve a problem with a workstation computer. What is the next step in the troubleshooting process that the technician should perform? Verify the solution and confirm full system functionality. Document the findings, actions, and outcomes. Test the theory of probable cause. Determine the next steps to resolve the problem.

Explanation: After the recommended solutions have been applied to resolve the problem, full system functionality should be verified and preventive measures implemented if applicable. This would be followed by documenting the solution and actions. Determining the next steps to resolve the problem and testing the theory of probable cause have already been completed in this scenario.

A user complains about being unable to connect to the wireless network. Which two actions should be part of troubleshooting the wireless connection? (Choose two.) Verify that the laptop is plugged into an electrical outlet. Reconfigure TCP/IP settings on the laptop. Reinsert the laptop battery. Try moving the laptop to different places to see if a signal can be detected. Verify in the laptop software whether any wireless networks are detected.

Explanation: Also check if the computer has a button that enables wireless connectivity.

Which technology allows a mobile device to automatically rotate what is being displayed on the screen as the physical orientation of the device is changed? Time Machine accelerometer screen calibration geocaching

Explanation: An accelerometer allows the device to adapt based on the position of the device. This feature can be disabled or enabled through the Settings > Display option path.

What type of device provides power to a computer and allows it to be safely shut down in the event of a power loss? surge suppressor uninterruptible power supply standby power supply power inverter

Explanation: An uninterruptible power supply or UPS contains a battery backup that provides consistent power through brownouts and blackouts until the battery power is emptied. Many UPS systems can safely shut down a computer prior to the loss of battery power.

What is the difference between cloud computing and a data center? A data center provides access to shared computing resources, wheras a cloud is a private on-premise facility that stores and processes local data. Cloud computing solutions are network resources and services provided to the clients through the use of services from data centers. The data center makes use of more devices to process data. Data centers require cloud computing but cloud computing does not require data centers.

Explanation: Cloud service providers use one or more data centers for services and resources such as data storage. A data center is a data storage facility located inside the company and maintained by the IT staff or leased from a co-location provider where the maintenance can be done by the provider or the corporate IT staff.

A user notices that some of the programs that are installed before upgrading Windows to a new version no longer function properly after the upgrade. What can the user do to fix this problem? Use the System Restore utility. Update the driver for the graphics card. Run the programs in Compatibility Mode. Use the recovery partition to reinstall Windows.

Explanation: Compatibility mode allows an application designed for an earlier version of Windows to operate in later versions. Right-click on the command that starts an application and select Properties to access compatibility mode.

What is a feature that can be used by an administrator to prevent unauthorized users from connecting to a wireless access point? MAC filtering software firewall proxy server WPA encryption

Explanation: Limiting a certain set of MAC addresses to connect to an access point is a way to ensure that only those devices are allowed to use the wireless network. A software firewall is used to prevent other users from gaining access to the protected computer. Configuring WPA encryption does not guarantee that the unauthorized user will not find the way to connect to the network. A proxy server is mostly used to filter traffic based on content.

A user is able to only access files required to perform a specific task. What type of security practice is being applied? principle of privileges principle of necessary privilege principle of most privilege principle of least privilege

Explanation: Limiting access to files or folders that are needed to perform a specific job is known as the principle of least privilege. The other options do not exist.

A technician is asked to configure the time that the system must be idle before the hard disk spins down on all the Windows-based laptops in the company. The technician configured the power options in Windows but it appears to have no effect. Where should the technician look to enable power management? Administrative Tools BIOS Command Prompt Safe mode System Registry

Explanation: Look for the ACPI power management configuration section in BIOS.

A Windows PC that was formatted with the NTFS file system displays a missing or corrupt DLL error message when a certain program is run. What is the cause of this? The DLL file was not installed with the program. The NTFS file system does not support DLLs. The OS must be 64 bit in order to support the DLL. The DLL file was not registered during installation of the program.

Explanation: Missing or corrupt DLL files can result when they are uninstalled in error when another program is being uninstalled or there is a failure in the registration process of the DLL during installation.

After a Windows operating system has been installed, which program would a technician use to select the programs that will run at startup? Ntldr Regedit Msconfig Task Manager

Explanation: Msconfig is a system utility that can be used to performs diagnostic procedures on the Windows startup files.

How can a user prevent specific applications from accessing a Windows computer over a network? Enable MAC address filtering. Disable automatic IP address assignment. Block specific TCP or UDP ports in Windows Firewall. Change default usernames and passwords.

Explanation: Network applications have specific TCP or UDP ports that can be left open or blocked in Windows Firewall. Disabling automatic IP address assignment may result in the computer not being able to connect to the network at all. Enabling MAC address filtering is not possible in Windows and would only block specific network hosts, not applications. Changing default usernames and passwords will secure the computer from unauthorized users, not from applications.

Which two guidelines are appropriate for creating strong passwords? (Choose two.) Use at least eight characters. Include letters, numbers, and symbols. Change the password once each year. Use only upper case and numeric values in passwords. Passwords should contain symbols only.

Explanation: Strong passwords should be at least eight characters, and should include upper and lower case letters, numbers, and symbols. Although passwords should be changed regularly as specified in the local security policy, the amount of time between changes has no effect on the creation of strong passwords. Limiting a password to only symbols, or to only numbers and upper case letters, does not provide the strongest password possible

Refer to the exhibit. In what situation would a technician use this tab? When the device will not be using the Internet. When a laptop is used both at work with DHCP and at home with a static IP address. When a device is behind a firewall and software is being used that needs access to a remote network. When the computer will be using a VPN connection and accessing the Internet while connected through the VPN.

Explanation: The Alternate Configuration tab allows a device to have two IP configurations. One configuration might set the network card to DCHP using the General tab and then configure a static IP address for the home network using the Alternate Configuration tab.

Which component uses the greatest amount of power on most mobile devices? LCD screen camera CPU media player

Explanation: The LCD screen consumes the most power on most mobile devices. The CPU, camera, and media player use power, but less extensively than the LCD screen does.

What is the purpose of using the MIME email protocol on mobile devices? to enable pictures and documents to be included in email messages to re-synchronize the email account with other devices to remotely lock the email account if the device is stolen to encrypt the email messages

Explanation: The MIME email protocol allows pictures and documents to be included in email messages. (MIME Multipurpose Internet Mail Extensions)

What tool is included in the Mac OS X for backing up disks to image files and recovering disk images? Disk Utility Deja Dup Disk Error-Checking System Restore

Explanation: The Mac Disk Utility allows an administrator to configure automatic disk backups. The Deja Dup tool is a tool built into the Linux OS for backing up data. Disk Error-Checking is a Windows tool for checking the integrity of files and folders. The System Restore tool is a Windows tool for allowing an administrator to roll back the operating system to a previous configuration.

A system administrator issues the apt-get command on a laptop that has Ubuntu installed. What is the function provided by the command? to display or configure a wireless NIC to install, configure, and remove packages to list the applications currently running in the system to allow a user to login as another user or to become a super user

Explanation: The apt-get utility (also a command) is the Ubuntu Linux package manager. It is used to install, configure, and remove packages.

What laptop component converts DC power to AC so that the display can illuminate? inverter backlight CCFL battery motherboard

Explanation: The backlight (using either CCFL or LED technology) illuminates the back of the display, but the inverter part is what does the conversion of DC to AC for that backlight.

A technician needs to permanently destroy data on some drives before disposing of them. What is the best way to do this? Partition the hard drives. Perform a full format. Overwrite the drives Shatter the drive platters with a hammer.

Explanation: The best way to permanently destroy data is by shattering the platters of the hard drives with a hammer.

A user reports that during the boot up process of a Windows 7 workstation, the message "MBR has been changed or modified" appears. What is the most probable cause of the message? A virus has damaged the MBR. A virus has damaged the boot sector. A boot sector virus has changed the MBR. A virus damaged the Windows system files.

Explanation: The change or modification of the MBR by a virus causes the system to display the message. A damaged MBR, damaged boot sector, and damaged Windows system files will cause different error messages to appear.

Which two PC settings can be configured using the BIOS setup utility? (Choose two.) POST virtualization support allocation of memory to applications enabling device drivers boot sequence

Explanation: The computer boot sequence and support for virtualization can configured from within BIOS. The computer operating system typically allocates memory to applications and enables device drivers. POST is typically not configurable.

A user wants to map a network drive on a PC that is named "WORK2" and runs Windows 7. The name of the shared resource the user wishes to map to is called "installs" and is located on a workstation called "WORK1". What would be the correct path for mapping the network drive? \\ username\WORK2\\installs \\username\password/WORK1/installs // WORK2/installs \\work1\installs \\username\Work2\installs \WORK2|installs

Explanation: The correct path syntax for mapping a network drive on a PC is \\servername\sharename. Note that the path statement is not case sensitive. Please also note that back-slashes ("\") are used in Windows path statements and that 'servername' is the name of the source or location of the resource.

A new computer workstation has been installed in a small office. The user of the workstation can print a document using a network printer on the LAN, but cannot access the Internet. What is a possible cause of the problem? The TCP/IP stack is not functional. The gateway IP address is misconfigured. The DHCP server IP address is misconfigured. The workstation is configured with a static IP address.

Explanation: The fact that the workstation can print at a networked printer indicates that the TCP/IP stack is functional. However, that the workstation cannot communicate with external networks indicates that the most likely problem is the incorrect default gateway address. If the workstation is configured to obtain an IP address automatically, the DHCP server address does not to be configured.

What expectation is defined in the service level agreement between an organization and service vendor? guaranteed service response time maximum number of service calls per day chain of custody procedures communication etiquette rules

Explanation: The service level agreement, or SLA, is a legal agreement between an organization and a service vendor. The agreement is a binding contract that spells out service expectations of the service vendor. The SLA typically contains response time guarantees, part availability, and time of service availability.

A computer user complains of a computer that freezes up after about five minutes of use. The technician checks the computer BIOS to see if there might be a configuration problem that is causing the computer to behave consistently in this manner. While the technician is reviewing the information, the computer once again freezes. What is the probable cause of the computer problem? The BIOS is corrupt. The hard drive is failing. The CPU fan is not functioning. The CMOS battery has failed.

Explanation: A problem with the CPU or overheating can cause the computer to freeze.

What factor should be taken into consideration more with laptops than with desktops? environmental control loose cables short circuits unseated adapter cards

Explanation: Laptops are designed to be mobile and will most likely be used in situations that lack both environmental control and air filtration. Desktop computers are designed to be permanent workstations and are more likely to be used in controlled environments.​

Which type of network spans a single building or campus and provides services and applications to people within a common organizational structure? PAN WAN LAN MAN

Explanation: A LAN is smaller or more contained than a WAN, which can span several cities. A MAN is usually contained in one city. A PAN is a very small network of devices that are located in close proximity to one another, usually within range of a single person.

Which expansion card can assist in troubleshooting a computer problem when no video is available? BIOS card advanced graphics card USB expansion card POST card

Explanation: A POST card can be installed into a PCI or PCIe slot on the motherboard. When the computer encounters errors on startup, an error code is displayed on the card. Graphics cards and USB expansion cards do not have this ability. BIOS is found on a chip on the motherboard.

What three technologies enable virtual assistants to interact with end users via voice commands? (Choose three.) VoIP multi-threading machine learning voice recognition data fault tolerance artificial intelligence

Explanation: A digital assistant, or virtual assistant, relies on artificial intelligence, machine learning, and voice recognition technology to understand conversational-style voice commands.

Why is a full format more beneficial than a quick format when preparing for a clean OS installation? A full format is the only method of installing Windows 8.1 on a PC that has an operating system currently installed. A full format will delete files from the disk while analyzing the disk drive for errors. A full format will delete every partition on the hard drive. A full format uses the faster FAT32 file system, whereas a quick format uses the slower NTFS file system.

Explanation: A full format removes files from a partition while scanning the disk for bad sectors. A quick format will remove files from a partition but does not scan a disk for bad sectors.

When installing application software on a Windows 7 workstation, the user sees an error message indicating that the installation is unsuccessful. What should the user try next? Run the chkdsk /R command. Run the installation under compatibility mode. Restart the installation process with the services.msc utility. Use the bootrec /fixmbr command from the System Recovery option.

Explanation: A possible reason that an application does not install successfully is that the application is not compatible with Windows 7. An application does not register its service if it is not installed successfully. The chkdsk command is used to check and recover disk errors. The bootrec command is used to check and recover the MBR/GPT of a system.

A company has replaced five desktop computers in the accounting and finance department with new computers. The plan is to donate the recovered computers in a fully functional state to a not-for-profit community organization. How can the company ensure that sensitive financial data cannot be accessed once the computers are donated? Data wipe the hard drives by using specialized software. Perform a high-level format on the hard drives. Drill holes through the hard drive platters. Delete all the files and directories on the hard drives.

Explanation: Data wiping the hard drives with software that will securely erase all data will ensure that company data cannot later be accessed. This may be time consuming but for a small number of computers this is more cost-effective than the expense of degaussing. Deleting all the files and directories on the hard drives or performing a high-level format on each drive will leave the computers vulnerable to having the company data recovered by specific forensic software. Drilling holes in the hard drive platters would mean that the computers are no longer in working condition.

Which two issues are likely to cause BSOD errors? (Choose two.) out-of-date browser RAM failing device driver errors lack of antivirus software power supply failure

Explanation: Device driver errors are the most likely cause of BSOD errors. Failing RAM can also create BSOD errors. Software issues such as browsers and antivirus do not produce BSOD errors. A power supply failure would prevent the machine from starting. (BSOD Blue Screen Of Death)

Which two operations can help prevent a mobile device from being tracked without permission? (Choose two.) Turn off the GPS when not in use. Use a VPN connection whenever possible. Set the device to not store credentials. Set the device to connect only to known WiFi networks. Disable or remove apps that allow connections to the GPS.

Explanation: Device tracking relies on GPS function. Turning off the GPS when not in use and disabling or removing apps that use the GPS function may prevent a device from being tracked.

A wired network is undergoing several changes that could leave it vulnerable to connection by unauthorized devices while the work is in progress. Which two temporary measures would enable the authorized devices to continue to have network access but prevent unauthorized devices from connecting? (Choose two.) Disable DNS. Disable SSID broadcast. Disable DHCP. Subnet the network. Assign static IP addresses to the authorized devices.

Explanation: Disabling DHCP and assigning static IP addresses only to authorized devices will prevent unauthorized devices from automatically obtaining IP address information. Without the correct IP address information, the unauthorized devices will not be able to communicate over the network. Disabling DNS will result in all connected devices no longer automatically being able to communicate with network resources by name (IP addresses would have to be used.), but will not prevent unauthorized devices from connecting and enabling potentially malicious access from occurring. Subnetting the network will change the range of IP addresses used but not prevent unauthorized network access. Disabling SSID broadcasts is only applicable to wireless networks, not wired networks.

Which three items are biometric security devices? (Choose three.) fingerprint reader retina scanner voice recognition smart card key fob password

Explanation: Fingerprint readers, retina scanners, and voice recognition are all biometric devices, comparing physical characteristics of the user to stored data to authenticate the user. Smart cards, key fobs, and passwords are all security measures, but do not rely on biometrics.

What is a characteristic of a computer power connector? A Molex power connector supplies power to a motherboard. A Molex connector and a SATA connector can be used on the same drive at the same time.​ A SATA power connector is used to connect to a hard disk drive or an optical drive. An ATX main power connector supplies power to a video adapter.​

Explanation: Hard disk drives and optical drives that do not have SATA power sockets use a Molex power connector. A Molex connector and a SATA connector cannot be used on the same drive at the same time. An ATX main power connector provides the motherboard with power from the power supply.​

The activity of a previously unknown program triggers an alert by Windows firewall. What three options will the user have for dealing with this event? (Choose three.) Keep blocking Unblock Ask me later Deny all Turn off Turn on

Explanation: If a program is blocked by Windows firewall, the user will be presented with three options for dealing with this event: Keep blocking, Unblock, or Ask me later.

An application appears frozen and is not responding to a mouse or the keyboard. What Windows OS tool can be used to stop the application? Event Viewer Task Manager Device Manager Disk Management

Explanation: In Task Manager, the application or process that is not responding can be identified and closed. Device Manager is used to manage devices and their drivers. Disk Management is used to manage the partition and file systems of storage devices. Event Viewer is used to review the alerts and notifications sent from the system.

A technician installed a network adapter in a computer and wants to test network connectivity. The ping command can only receive a response from local workstations. What could be causing the problem? The NIC driver is out of date. The operating system is not compatible with the remote sites. The TCP/IP protocol stack is not loaded. The default gateway is not set.

Explanation: In order to access remote networks, a host IP configuration must include the address of the device that will be used to access the Internet or other networks. Pings to remote networks will fail if the default gateway is incorrect. Because the user can access local hosts, there are no problems with the NIC or operating system.

A customer is explaining a problem with a computer to a technician. The technician recognizes the problem prior to the customer finishing the explanation. What should the technician do? Interrupt the customer and let the customer know that the technician knows what the problem is. Start working on the PC while listening to the customer at the same time. Ask the customer to repeat the problem so that the technician can document it and verify all the facts. Wait politely for the customer to finish explaining the problem.

Explanation: It is always important to allow the customer to finish explaining the problem at hand. You should always be attentive and actively listen to the customer without interrupting and acknowledge the customer occasionally to affirm that you are actively listening to the customer.

Which closed-ended question would be appropriate for a technician to use to narrow down the possible problems on a laptop that will not power on? Can the laptop operate using the AC adapter? Have you changed your password recently? What software has been installed recently? What were you doing when the problem occurred?

Explanation: Open-ended questions help the technician to identify the issue by allowing the customer to elaborate on the issue.The answers of "What software has been installed recently?" and "What were you doing when the problem occurred?" are examples of open-ended questions. Closed-ended questions are used to narrow the focus of the problem. Closed-ended questions commonly have definite answers such as yes, no, a date, a time, or other specifics. Both questions of "Have you changed your password recently?" and "Can the laptop operate using the AC adapter? are closed-ended questions, but the one relevant to the computer not powering on is the one containing the inquiry about the AC adapter.

A user receives an email requesting verification of the password that is used to access bank files. What type of security threat is this? virus social engineering phishing malware

Explanation: Phishing is a form of attack that starts with the attacker pretending to be a legitimate entity and then tries to gather information that can be used to conduct the exploit.

What are three benefits of computer preventive maintenance? (Choose three.) elimination of the need for repairs improvement in data protection extension of the life of components reduction in the number of equipment failures time savings for technicians making repairs improvement in RAM access time

Explanation: Preventive maintenance can reduce the need for future repairs, but cannot eliminate them entirely. Preventive maintenance does not affect a technician making repairs. Preventive maintenance has no effect on RAM access time. The remaining options are all benefits of performing preventive maintenance.

What is the purpose of RAID adapters? to allow older PCI technology expansion slots to be used to provide enhanced audio and graphic capabilities to connect multiple storage devices for redundancy or speed to connect peripheral devices to a PC to improve performance

Explanation: RAID 0 allows "striping" or writing data across two hard drives, but provides no redundancy. The other RAID versions provide redundancy.

A company has a guest wireless network available for visitors while on the company premises. A technician has noted that unauthorized users are connecting to this wireless network from outside the premises. Which action can be taken to reduce unauthorized connections to the guest wireless network while enabling visitors to still connect quickly and easily without assistance while on the company premises? Disable SSID broadcast. Enable MAC address filtering. Configure WPA encryption. Reduce the radio power level.

Explanation: Reducing the transmitted radio power to a level that gives network coverage only within the company premises will enable authorized visitors to continue to connect to the guest network connect quickly and easily without assistance, but prevent connection from outside the premises. Enabling MAC address filtering, configuring WPA encryption, and disabling SSID broadcast will prevent unauthorized access to the network. However, these actions will also make it more difficult for visitors to connect when the requirement is for quick and easy access without assistance.

What is required in order to connect a Wi-Fi enabled laptop to a WPA secured wireless network? a security encryption key a MAC address a username and password an updated wireless driver

Explanation: Regardless of the levels of security configured on a WLAN, a WPA secured WLAN always requires the use of an encryption key. Without the proper key, a device cannot connect to the network.

A business organization is configuring security on the mobile devices that are used in the organization. The security policy states that business data on mobile devices should only ever be accessed by employees. Which mobile device security feature can be used to best ensure that business data is rendered completely inaccessible if the device is lost or stolen? remote lock remote wipe passcode lock sandbox

Explanation: Remote wipe is a security feature that remotely clears the device of all user data to prevent it from being maliciously compromised. Remote lock and the user passcode lock features on mobile devices can help prevent theft of private information but the data remains on the device and may be accessed if the passcode is ever broken. Sandbox describes the running of mobile apps separate from the operating system.

A user has been using a smartphone for several hours, but now the applications on the device have become unresponsive. What action should the user take? Reconfigure settings. Restore the mobile operating system from a backup. Restart the device. Reset the device to factory defaults.

Explanation: Restoring a device to factory defaults should only be done if either or both of the following have failed: restarting the device or turning the device off and powering it back on again.

Which security threat hides the resources that it uses from antivirus programs? worm Trojan rootkit spyware

Explanation: Rootkits target a known vulnerability to gain administrator-level access. This gives the rootkit the ability to hide itself. Trojans, worms, and spyware do not gain administrator level access.

A technician suspects that a security issue is causing problems with a computer. What two actions could be performed to test theories of probable cause when troubleshooting the PC? (Choose two.) Log in as a different user. Disconnect the computer from the network. Search helpdesk repair logs for more information. Discuss solutions with the customer. Ask the customer open-ended questions about the problem.

Explanation: Several actions can be taken by a technician when security issues are suspected as the possible cause of a problem with a computer. Logging in as a different user or disconnecting the PC from the network to isolate the cause of the problem are two possible actions.

A cleaner attempts to enter a computer lab but is denied entry by the receptionist because there is no scheduled cleaning for that day. What type of attack was just prevented? Trojan shoulder surfing war driving social engineering phishing

Explanation: Social engineering is when a person attempts to manipulate another individual to gain access to information or resources to which they are not entitled.

A technician is about to install and configure a wireless network at a small branch office. What is the first security measure the technician should apply immediately upon powering up the wireless router? Configure encryption on the wireless router and the connected wireless devices. Disable the wireless network SSID broadcast. Change the default user-name and password of the wireless router. Enable MAC address filtering on the wireless router.

Explanation: The first action a technician should do to secure a new wireless network is to change the default user-name and password of the wireless router. The next action would usually be to configure encryption. Then once the initial group of wireless hosts have connected to the network, MAC address filtering would be enabled and SSID broadcast disabled. This will prevent new unauthorized hosts from finding and connecting to the wireless network.

What is the first step an administrator should take when splitting a single partition into multiple partitions? Format the partition. Assign a drive letter to the partition. Extend the partition. Shrink the partition.

Explanation: The first step in the process of splitting a partition is to use the shrink volume feature of the Disk Manager utility. Afterwards, the new partition must be formatted and assigned a drive letter.

A technician is troubleshooting a workstation in a domain that has been infected with a virus. What is the first step the technician should take to clean the infected workstation? Run the antivirus software. Update the antivirus software. Turn off system restore. Disconnect the workstation from the network.

Explanation: The first step is to disconnect the infected workstation from the network. This will quarantine the infected workstation and prevent the virus from spreading throughout the network.

In a Linux operating system, which component interprets user commands and forwards them to the OS? CLI shell kernel application program

Explanation: The functions of different components of a Linux system are as follows: CLI - command-line interface, accepts user commands shell - a program that interprets the user commands and passes them to the OS kernel - manages CPU and RAM allocation to processes, system calls, and file systems application program - program for various applications

In Linux and OS X, which CLI command can be used to display the name of the current directory? ps pwd sudo chmod

Explanation: The functions of listed CLI commands of Linux and OS X systems are as follows: ps - lists the process currently running in the system pwd - displays the name of the current directory sudo - runs a command as another user chmod - modifies file permissions

In the context of a Linux operating system, which command can be used to display the syntax and parameters for a specific command? cat man grep crontab

Explanation: The functions of listed CLI commands of a Linux system are as follows: cat - lists the contents of a file man - displays the documentation for a specific command crontab - manages the cron service for scheduling system tasks grep - searches for specific strings of characters within a file or other commands outputs

A company has recently deployed Active Directory and now a workstation cannot connect to a network resource. A technician takes corrective action by modifying group policy settings. Which command should the technician use to make the workstation synchronize with the new settings? runas rstrui tasklist gpresult gpupdate

Explanation: The functions of the listed commands are as follows: runas - runs a program or tool with different permissions rstrui - starts the System Restore utility gpresult - displays group policy settings gpupdate - refreshes group policy settings tasklist - displays currently running applications

A user logs into Active Directory on a workstation and the user home directory does not redirect to a network share on a file server. A technician suspects that the group policy setting is incorrect. Which command can the technician use to verify the group policy settings? rstrui runas tasklist gpresult gpupdate

Explanation: The functions of the listed commands are as follows: runas - runs a program or tool with different permissions rstrui - starts the System Restore utility gpresult - displays group policy settings gpupdate - refreshes group policy settings tasklist - displays currently running applications

A technician working on a computer discovers what is suspected to be illegal activity. Which three pieces of information should be immediately documented? (Choose three.) duration of the suspected illegal activity evidence of the suspected illegal activity why the computer was accessed by the technician details of all past users of the computer technical specifications of the computer location of the computer

Explanation: The initial reason for accessing the computer, the suspected illegal matter or operations, and the location of the computer are immediately apparent to the technician and should be among the first details documented. Details of past computer users and the duration of the illegal activity are matters that the appropriate investigators will determine. The technical specifications of the computer may have little relevance to its illegal use.

A user is reporting that a file has been shared specifically with another user on the network, but the other user opens the file and is unable to save it once edited. What is the probable cause? The user shared the document with Read permissions. The user forgot to share the parent folder. The file has the Archive attribute enabled. The file has been deleted.

Explanation: The permission setting should have been Change or Full Control. The Read permission does not allow edited files to be saved.

In which circumstance should a level one technician initiate an escalated work order? when a customer appears to be very knowledgeable when a customer demands talking to a particular technician when a problem requires expertise from another technician when the technician cannot understand the problem as explained by the customer

Explanation: The primary responsibility of a level one technician is to gather information from the customer. The level one technician needs to accurately enter all the information into the work order. When the problems are very simple to resolve, a level one technician can take care of these without escalating the work order. However, when a problem requires the expertise of a level two technician, the level one technician initiates an escalated work order so that a level two technician will be involved to solve the problem.

After complaints from users, a technician identifies that the college web server is running very slowly. A check of the server reveals that there are an unusually large number of TCP requests coming from multiple locations on the Internet. What is the source of the problem? A DDoS attack is in progress. The server is infected with a virus. There is insufficient bandwidth to connect to the server. There is a replay attack in progress.

Explanation: The source of the problem cannot be a virus because in this situation the server is passive and at the receiving end of the attack. A replay attack uses intercepted and recorded data in an attempt to gain access to an unauthorized server. This type of attack does not involve multiple computers. The issue is not the bandwidth available, but the number of TCP connections taking place. Receiving a large number of connections from multiple locations is the main symptom of a distributed denial of service attack which use botnets or zombie computers.

A computer technician has successfully returned a laptop to full operation and verified system functionality. Actions the technician performed included modifying the registry and applying patches to the operating systems. What is the next step in the troubleshooting process that the technician should do? Reboot the computer. Document the solution. Consult manufacturer manuals and repair logs. Re-attach and test all peripherals.

Explanation: The technician is ready to conclude the troubleshooting process by documenting the solution. The manufacturer manuals and repair logs would be consulted to establish a plan of action and resolve the problem before the solution has been applied. Rebooting the computer, and re-attaching and testing all peripherals, would occur during the testing and verification stage after the solution has been implemented.

For cleaning a laser printer, what should be used to pick up excess particles of toner? a HEPA-capable vacuum a lint-free cloth isopropyl alcohol a damp cloth

Explanation: The toner used in a laser printer consists of microscopic particles. To effectively pick up these particles, it is recommended that a vacuum capable of High Efficiency Particulate Air (HEPA) filtration be used.

A computer technician is notified by a user that there are no automated backups being created on an Apple computer. What is the first thing the technician should check? correct date and time configuration whether Time Machine is turned on if space is available on the local drive whether Remote Disc is enabled

Explanation: Time Machine is the OS X backup tool. To verify whether the tool is turned on, access Settings > Time Machine.

What is the most commonly used method to close an application that appears to be frozen on an OS X-based computer? Use Force Quit. Use Task Manager. Access the Status menu. Access the Notification Center.

Explanation: To use Force Quit, right-click on the application icon that is not responding from the Dock and close the application.

Which type of malware is disguised as a legitimate program? adware worm Trojan spyware

Explanation: Trojan horses disguise themselves as legitimate programs. Worms replicate themselves across a network. Adware may attach to a legitimate program, but does not disguise itself. Spyware monitors the activities of a user.

When a user tries to run a program a missing or corrupt DLL message is displayed. What are two possible solutions to this problem? (Choose two.) Reinstall the correct drivers. Use the msconfig command to adjust the startup settings for the program. Run Windows Startup Repair. Run sfc/scannow in Safe Mode. Register the DLL file using the regsvr32 command.

Explanation: Two possible solutions to a reported missing or corrupt are to register the DLL file using the regsvr32 command or restart the computer in Safe Mode and run sfc/scannow. Windows Startup Repair is used solve Windows startup problems. Adjusting the program startup settings by using msconfig is applicable only to programs that start correctly. Drivers relate to hardware, not to programs.

A security audit for the human resources office finds that most employees leave confidential information on the screen when they are out of office for a short period of time. Which Windows control panel link should be used to make the monitor show a screen saver after a few minutes of inactivity and require that the user re-authenticate? Windows Firewall Device Manager Personalization Network and Sharing Center

Explanation: Use the Control Panel > Personalization > Screen Saver path to select a screen saver and enable the On resume, display logon screen option.​

A user reports that a computer is unable to print on an inkjet printer. The technician has determined that there is no paper in the paper bin. What is the next step in the troubleshooting process? Establish a plan of action. Determine the exact cause. Verify system functionality. Document the findings.

Explanation: What the technician just did was to determine the exact cause. What is next in the troubleshooting process is to establish a plan of action.

On a PC that is running Windows 7 Ultimate, a user sets up a home entertainment system and creates a homegroup. The user then joins two other PCs to the workgroup, one PC running Windows 7 Starter and the other running Windows 7 Home Basic. What else must the user do in order to have the user accounts on the Windows 7 Home Basic and Windows 7 Starter PCs access the shares on the home entertainment system? Users have to be added to the user accounts on the home entertainment PC. Users on the PC that is running Windows Starter cannot join the homegroup. Users on the PC that is running Windows Home Basic will have to be manually added to the homegroup. User accounts on all three PCs have to be added to the homegroup. Nothing has to be done. All users accounts on all the PCs will automatically be added to the homegroup.

Explanation: When Windows 7 PCs join a homegroup all user accounts on all the PCs are added to the homegroup. Windows 7 Starter and Windows 7 Home Basic PCs can join the homegroup but cannot be used to create a homegroup.

A technician needs to configure a Bluetooth headset for a laptop user. Which two steps should the technician take before installing the headset? (Choose two.) Remove the battery. Disconnect AC power. Enable Bluetooth in BIOS Setup. Ensure that the antistatic wrist strap is attached to a nonpainted portion of the laptop. Ensure that the laptop Bluetooth switch is enabled.

Explanation: When attaching any wireless device to a laptop, power does not have to be removed (either AC or the DC battery). Also, you do not have to worry about ESD when installing a wireless device.

A call center technician answers a call from a frequent customer who is known to be impatient and lacks experience with computers. The customer has an issue with an application that the call center supports. The customer informs the technician that the problem had been reported before but the original technician was rude, did not listen, and did not fix the problem. If the technician is confident that the problem can be resolved by increasing the amount of memory in the computer, what should the technician do? Tell the customer to install 2 GB of DDR3 PC3-10600 RAM. Explain that the original technician is no good and the supervisor will be told. Suggest that the customer purchase a new computer. Confirm the issues and give detailed instructions to solve the problem.

Explanation: When dealing with customers, a technician must show professionalism in all aspects. When explaining the solution to solve the problem, a technician should provide a simple step-by-step process of instructions. The technician should speak in plain terms and avoid the industry jargon.

A technician is troubleshooting the appearance of flashing lines on a laptop screen. What are two possible causes of this distortion? (Choose two.) Power to the pixels has been removed. The display settings have been changed. The GPU is not cooling correctly. The LCD cutoff switch is damaged. The display is not correctly installed.

Explanation: When flashing lines are appearing on a laptop screen, the most common problems are an overheating GPU, faulty GPU, or a display that is not connected properly. When the power to the pixels has been cut off, pixels on the screen will appear dead. If the images on a laptop screen are distorted, a technician should verify that the display settings have not been modified.​ (GPU Graphics Processing Unit)

A new technician has joined the IT team and is about to service a heavy printer. Which two precautions should be taken to avoid any injury when transporting the heavy printer to the service area? (Choose two.) Avoid lifting the equipment using the strength in your back. Lift the equipment using the strength in your legs and knees. Avoid bending your knees when lifting the printer. Bend your back to pick the printer up. Avoid lifting the printer close to your body.

Explanation: When lifting heavy objects, avoiding bending or using the strength of the back, keeping heavy weights close to the body when carrying them, and using the strength of the legs and knee to lift something, all contribute to avoid injury.

What are two possible symptoms of MBR/GPT corruption in a workstation? (Choose two.) The workstation continually restarts. The workstation displays an "Invalid Boot Disk" error. The workstation displays a black or blue screen of death. The workstation displays a "BOOTMGR is missing" error. The workstation displays an "Inaccessible Boot Device" error.

Explanation: When the MBR/GPT is corrupted, the workstation cannot identify the active partition in order to load a valid operating system. The error message "Inaccessible Boot Device" indicates that the active partition is determined. However, the device driver is incompatible with the boot controller or BOOTMGR is corrupted. The reason that a workstation continually restarts is probably that the workstation is set to restart when there is a failure or a startup file has become corrupted. The most likely reason for BSOD is an incompatible device driver or a hardware failure. (MBR Master Boot Record) (GPT GUID Partition Table)

What is a result when the DHCP servers are not operational in a network? Workstations are assigned with the IP address 0.0.0.0. Workstations are assigned with the IP address 127.0.0.1. Workstations are assigned with IP addresses in the 10.0.0.0/8 network. Workstations are assigned with IP addresses in the 169.254.0.0/16 network.

Explanation: When workstations are configured with obtaining IP address automatically but DHCP servers are not available to respond to the requests, a workstation can assign itself an IP addresses from the 169.254.0.0/16 network.

What is the default file system used during a fresh installation of Windows 7? NTFS HPFS FAT16 FAT32

Explanation: While Windows XP can use either FAT or NTFS, Vista and Windows 7 can only be installed on an NTFS partition.

A user downloads a widget onto his Android phone but is puzzled to see that when the widget is touched an app is launched. What is a possible cause? The user has downloaded a virus. The widget is corrupt. The security settings of the Android OS have been compromised. The widget is associated with the app and this is the normal behavior.

Explanation: Widgets are programs that when installed associate with the application they were built for. This will cause the application to launch when the widget icon is touched on the touchscreen of the Android device.

Which character of the Cloud model provides easy monitoring, controlling, reporting, and billing for both the provider and customers? rapid elasticity resource pooling measured service broad network access on-demand self-service

Explanation: With measured service of the Cloud model, the resource usage can be easily monitored, controlled, reported, and billed to provide full visibility to both the Cloud service provider and customers.

A user has installed a new FTP client on a computer, but is unsuccessful in connecting to an FTP server. Which two key pieces of information should the user ensure are configured correctly on the FTP client? (Choose two.) username password FTP client IP address FTP server IP address FTP client port number FTP server port number.

Explanation: Without the correct connection information for the FTP server, file transfer services cannot occur