CompTIA A+ Elements (220-701)

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

A. After installing the card with the administrative account, have the customer test the card using their log in.

*Which of the following options can be used with a command at a command prompt to see what options are available with it? A. /? B. /help C. /and D. /more

A. /?

*Which of the following speeds are the USB 2.0 data rates? A. 1.5Mbps, 12Mbps, 480Mbps B. 2.5Mbps, 20Mbps, 450Mbps C. 1.0Mbps, 10Mbps, 360Mbps D. 2.0Mbps, 16Mbps, 400Mbps

A. 1.5Mbps, 12Mbps, 480Mbps

!!*How many characters are used in a 64-bit WEP encryption key? A. 10 B. 12 C. 26 D. 28

A. 10

**Which of the following is a class A address? A. 107.167.34.120 B. 198.45.32.109 C. 129.207.21.65 D. 190.120.87.165

A. 107.167.34.120

**Which of the following IP addresses is an example of an APIPA address? A. 169.254.1.16 B. 192.168.0.1 C. 172.16 12.10 D. 192.168.1.1

A. 169.254.1.16

Which of the following bus speeds is used for a PCIe card? (Select TWO). A. 1x B. 3x C. 6x D. 8x E. 24x

A. 1x D. 8x

*Which of the following port numbers, by default, is used for Telnet? A. 23 B. 25 C. 80 D. 8080

A. 23

Which of the following socket types utilizes a zero insertion force (ZIF) connector? A. 478 B. 775 C. 959 D. Slot A

A. 478

Which of the following is the maximum recommended cable length for connecting USB devices? A. 5 meters (16 feet) B. 7 meters (23 feet) C. 10 meters (33 feet) D. 15 meters (49 feet)

A. 5 meters (16 feet)

*Which of the following is the MINIMUM amount of characters allowed for WPA encryption key? A. 8 B. 10 C. 26 D. 28

A. 8

*Which of the following wireless types uses 5GHz frequency and can transmit data up to 54Mb? A. 802.11a B. 802.11n C. 802.11g D. Bluetooth

A. 802.11a

Which of the following IEEE 802.11 standards operates at a maximum speed of 11Mbps? A. 802.11b B. 802.11n C. 802.11g D. 802.11a

A. 802.11b

A technician has added a wireless network interface card (NIC) to a laptop. When connecting the laptop to a wireless network, the technician successfully tests for speeds of up to 54 Mbps. Which of the following standards of wireless card did the technician install? A. 802.11g B. 802.11x C. 802.11b D. 802.11q

A. 802.11g

Which of the following Wi-Fi network types has the HIGHEST transfer speed? A. 802.11n B. 802.11b C. 802.11a D. 802.11g

A. 802.11n

Which of the following can cause a printer to output nonsensical, random characters? A. A corrupt software driver B. Excessive humidity C. A low toner cartridge D. An invalid IP address

A. A corrupt software driver

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

A. A memory chip is defective. B. A PCI card is not correctly seated.

*Which of the following BEST prevents electrostatic discharge when working on a laptop? A. A wrist strap B. Nonmetallic tools C. A UPS D. Unplug the laptop

A. A wrist strap

A user is running a program that is not successfully connecting to the network after upgrading the wireless network router. The user states that they do have Internet connectivity. Which of the following solutions will MOST likely to resolve the issue with the program? A. Add an exception to the firewall for the program. B. Check the Hardware Compatibility List to see if the program is not compatible with the OS. C. Run the program as a local administrator. D. Check for any updates to the program.

A. Add an exception to the firewall for the program.

Which of the following are features of the Advanced Tab under Printer Properties? (Select THREE). A. Set printing defaults. B. Specify a separator page. C. Spool print jobs and start print jobs immediately. D. Print a test page. E. Pause printing F. Delete ports.

A. Set printing defaults. B. Specify a separator page. C. Spool print jobs and start print jobs immediately.

*A customer wants to add a network printer to a home network. Which of the following is the BEST recommendation that a technician could make when configuring the printer? A. Set the printer to DHCP. B. Set the IP address to match the gateway address. C. Enable print sharing from the main computer. D. Configure the printers IP to 127.0.0.1.

A. Set the printer to DHCP.

*A caller tells a technician that they need their username and password so they can remote into their workstation to complete some work that was left undone. The technician explains this is against company policy. Which of the following threats has been attempted? A. Social engineering B. Trojan attack C. Denial of Service (DoS) attack D. Mantrap

A. Social engineering

Which of the following chipsets is responsible for controlling the data flow between the hard drive and the processor? A. Southbridge B. BIOS C. DMA controller D. Northbridge

A. Southbridge

!!*Which of the following are known as malware? (Select TWO). A. Spyware B. Trojans C. Freeware D. DLLs E. Shareware

A. Spyware B. Trojans

*A technician wants to configure a Windows XP Pro laptop. It needs to write current work to memory and enter a low power state after fifteen minutes of no activity. The laptop also needs to be able to resume quickly from this mode. Which of the following power saving modes should a technician choose? A. Stand by B. Shut down C. Hibernate D. Suspend

A. Stand by

Which of the following ports is commonly used when adding a network printer in Windows XP? A. Standard TCP/IP port B. USB port C. Serial port D. Parallel port

A. Standard TCP/IP port

A frustrated customer reports that a problem which was supposedly repaired is occurring again. The customer does not appreciate any efforts to assist with this problem and grows angrier with each attempt at resolution. Which of the following would be an appropriate method for dealing with this situation? A. Allow the customer to continue uninterrupted and remain silent until a response is requested. B. Inform the customer that the technician is only trying to help. C. Agree with the customer that other technicians are not resolving issues completely and assure the customer that the problem will be resolved. D. State that the technician will need to speak with a supervisor about this problem and then put the customer on hold.

A. Allow the customer to continue uninterrupted and remain silent until a response is requested.

*What do you use in Windows XP to create a recovery disk? A. Automated System Recovery (ASR) B. RDISK.EXE C. Enhanced Startup Disk (ESD) D. Emergency Recovery System (ERS)

A. Automated System Recovery (ASR)

Which of the following utilities is started in Windows XP when msconfig is entered in the run line? A. System Configuration B. System Properties C. Task Manager D. System Information

A. System Configuration

*Which of the following audio/video devices have the ability to decode NTSC/PAL signals from an external source? A. TV tuner card B. Graphics card C. Video capture card D. Sound card

A. TV tuner card

A corporate office user reports that they are unable to print to a locally connected printer. Which of the following is the BEST response from the technician? A. Can I redirect your computer to a network printer until a technician can repair the problem? B. Have you removed and replaced the printer drivers already? C. I will dispatch a technician as soon as possible but there are a number of jobs ahead of you. D. Select Start; type CMD in the run line; when the black window opens, type print lpt1 in the box.

A. Can I redirect your computer to a network printer until a technician can repair the problem?

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

A. Check for incompatible hardware.

In which of the following is the Event Viewer located? A. Computer Management B. Performance Logs and alerts C. Device Manager D. Component Services

A. Computer Management

A technician has asked a user about any recent changes to a system and was able to backup all the important data prior to troubleshooting. Which of the following should the technician do NEXT? A. Create a checklist of the most likely issues. B. Update all software to determine if this corrects the problem. C. Check the security log for error codes. D. Restore the backup to a new hard drive.

A. Create a checklist of the most likely issues.

*Which of the following has the speed of PC2700? A. DDR B. SDRAM C. DDR3 D. DDR2

A. DDR

Which of the following power saving modes in Windows XP uses hard disk space to store active memory? A. Standby B. Hibernation C. Sleep D. Shutdown

B. Hibernation

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

B. High voltage discharge

When checking Device Manager on a laptop the technician notices an issue with a device labeled Human Interface Device. Which of the following is MOST likely having an issue? A. Touch pad B. Flash drive C. IEEE 1394 port D. LCD display

A. Touch pad

The edit command line tool is able to open a text based word processor A. True B. False

A. True

USB, eSATA and Express Card/54 are examples of hot pluggable devices A. True B. False

A. True

Which of the following cable types has an RJ-45 connector? A. Twisted pair copper wire B. Fiber optic C. IEEE 1394 D. Coaxial

A. Twisted pair copper wire

A user reports that the power briefly went out at home while they were in the middle of editing a very important file. Which of the following devices would BEST help the user avoid further interruptions from short power failures? A. UPS B. Power strip C. Larger power supply D. CMOS battery

A. UPS

**Which of the following cable types would be used in a 10BaseT network? A. UTP B. ThinNet C. Fiber D. Coaxial

A. UTP

A technician is asked to connect a Windows XP SP3 computer to the Internet. Which of the following is a best practice? A. Update the antivirus definitions. B. Disable all file shares. C. Update the network device drivers. D. Assign a password complexity policy.

A. Update the antivirus definitions.

A user wants to upgrade to Windows XP Home from Windows 95. Which of the following describe the potential upgrade paths? (Select TWO). A. Upgrade to Windows 98SE then to Windows XP Home. B. Upgrade to Windows NT4.0 SP1 then Windows XP Home. C. Perform a clean installation of Windows XP Home. D. Upgrade to Windows 95 OSR2, then to Windows 98SE then Windows XP Home. E. Upgrade to Windows XP Home directly from Windows 95.

A. Upgrade to Windows 98SE then to Windows XP Home. C. Perform a clean installation of Windows XP Home.

A user reports that their computer has been rebooting unexpectedly several times per day ever since a construction project began across the street. Which of the following can the technician recommend? A. Use an uninterruptible power supply (UPS). B. Plug the computer into a different power outlet. C. Use a signal attenuator. D. Use a surge protector.

A. Use an uninterruptible power supply (UPS).

A technician is informing a customer about the finding of any specific computer problem. Which of the following is the BEST approach to tell the customer what is going on? A. Use non-technical terms. B. Use email so that everything is in writing. C. Use technical jargon. D. Use the proper acronyms.

A. Use non-technical terms.

Which of the following is a hazard associated with improper disposal of a CRT? A. Electromagnetic Interference (EMI) B. Mercury C. Lithium D. High vacuum

B. Mercury

!!*Two workstations, two monitors, two printers, and a mini refrigerator are plugged into one power strip in a single outlet. Which of the following should be done to ensure safety? A. Move the printers to their own UPS to cut down on the amount of devices going to the outlet. B. Move some of the devices to other outlets and replace the power strips with surge protectors. CompTIA 220-701: Practice Exam "Slay Your Exams" - www.certkiller.com 201 CertKiller.com C. Replace the power strips with UPSs and eliminate the extension cords. D. Replace the power strips with surge protectors with longer cords.

B. Move some of the devices to other outlets and replace the power strips with surge protectors.

Which of the following is a best practice when informing users on how to remember a password? A. Contain on a sticky note on the back of the monitor B. Never write down the passwords C. Hide a password document in the workstation D. A notepad document on the desktop of the operating system

B. Never write down the passwords

What type of backup will back up all selected files and then clear the archive bit? A. Complete B. Normal C. Incremental D. Copy

B. Normal

Cardbus interfaces are mainly found on which of the following? A. Cell phones B. Notebooks C. Desktop PCs D. PDAs

B. Notebooks

After a computer starts it displays an error message NTLDR is missing. Where can the technician locate the NTLDR files? A. NTOSKRNL B. OS installation disk C. BOOT.INI D. NTDETECT.COM

B. OS installation disk

**Which of the following components are included in a typical laser printer maintenance kit? (Select THREE). A. Image drum B. Paper pickup rollers C. Fuser D. Duplexer E. Toner F. Transfer roller

B. Paper pickup rollers C. Fuser F. Transfer roller

A technician is getting ready to perform a repair installation of Windows. Which of the following should be done FIRST prior to the installation? A. Create a restore point. B. Perform backup of all data. C. Upgrade all drivers. D. Update the anti-virus software.

B. Perform backup of all data.

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

B. Performance

*Which of the following ports is used for telnet, by default? A. Port 21 B. Port 23 C. Port 25 D. Port 110

B. Port 23

Which of the following BEST describes the function of a DNS server? A. Secures network traffic through shared key encryption. B. Provides resolution of host names to IP addresses. C. Provides security for a network through the use of ACLs. D. Dynamically assigns IP addresses for easy client configuration.

B. Provides resolution of host names to IP addresses.

In Windows XP, which of the following can the technician use to stop a program from loading at startup? (Select TWO). A. Event Viewer B. Registry C. Performance Monitor D. MSCONFIG E. Net stop

B. Registry D. MSCONFIG

When a component has a proprietary power supply what is the main limitation? A. There are no limitations; one power supply is as good as another. B. Replacing it with a power supply made specifically for that unit. C. Making sure the power supply will fit into the casing. D. Making sure that replacing the power supply is not cost prohibitive

B. Replacing it with a power supply made specifically for that unit.

How can a technician determine the amount of memory in a computer running Windows XP? A. Right-click Start menu, select Properties B. Right-click My Computer icon, select Properties C. Right-click My Network icon, select Properties D. Right-click System Tray, select Properties

B. Right-click My Computer icon, select Properties

*A system is malfunctioning and the technician has asked the user about any recent changes to the system. Before the technician performs any diagnostics which of the following actions should the technician take? A. Run a power supply test. B. Run a backup routine. C. Apply the latest service pack. D. Boot into Safe Mode.

B. Run a backup routine.

Which of the following I/O devices can be daisy chained together, but has to be terminated at the last device? A. USB B. SCSI C. Serial D. Parallel

B. SCSI

Which of the following is assigned to broadcast on a wireless network? A. WPA key B. SSID C. MAC filtering D. WEP key

B. SSID

Two users want to print to a USB printer connected locally. Which of the following is the quickest way to accomplish this? A. Purchase an external Ethernet print card. B. Share out the printer from the attached computer. C. Move the computer and attach to the printer. D. Set up a local print queue.

B. Share out the printer from the attached computer.

Which optical disc format supports a data capacity of 25GB? A. Double-sided, double-layer DVD+R B. Single-sided, single-layer Blu-ray disc C. Double-sided, single-layer DVD.R D. Double-sided, single-layer DVD+R

B. Single-sided, single-layer Blu-ray disc

Which of the following components prevents a motherboard from making electrical contact with the case it is in? A. Riser cards B. Standoffs C. Screws D. Daughterboard

B. Standoffs

*Where can a technician find information relating to common problems or concerns on a Windows XP computer? A. Right-click My Computer > Help and Support B. Start > Help and Support C. Start > Programs > Accessories > System Tools > Help and Support D. Right-click Taskbar > Help and Support

B. Start > Help and Support

Which of the following is the BEST way to remove a USB device on a laptop computer? A. Remove hardware in Control Panel. B. Stop the device, and then remove from laptop. C. Turn off the laptop, and then turn off the device. D. Remove the driver from Device Manager.

B. Stop the device, and then remove from laptop.

Which of the following devices should be added to a network to support full-duplex communications? A. Firewall B. Switch C. Ethernet hub D. Modem

B. Switch

Which of the following utilities is started when msinfo32 is entered in the run line? A. System Properties B. System Information C. Task Manager D. System Configuration

B. System Information

*You are having problems with the video card in one of your computers. Where could you check for troubleshooting information? (Choose all that apply.) A. Another computer with the same video card B. The video card manufacturer's website C. The manual that came with the card D. The server log

B. The video card manufacturer's website C. The manual that came with the card

When applying the security settings to a network, which of the following is the MINIMUM number of failed login attempts before a user is locked out? A. One B. Three C. Seven D. Nine

B. Three

Which of the following BEST describes a type of file that appears harmless but is there to cause malicious intent? A. Worm B. Trojan C. Spam D. Logic bomb

B. Trojan

Which of the following allows a secure connection between two points? A. HTTP B. VPN C. FTP D. WAN

B. VPN

Which of the following allows for creating a private scope of computer communications or providing a secure extension of a private network into an insecure network? A. FTP B. VPN C. WAN D. HTTP

B. VPN

Which of the following is used to control access to a broadcasted wireless network based on a user supplied key? A. NAT B. WEP C. SSID D. MAC

B. WEP

Which of this following wireless security options is MOST secure? A. WEP2 withshareD.key authentication B. WPA2 withshareD.key authentication C. WPA withshareD.key authentication D. WEP withshareD.key authentication

B. WPA2 with shareD.key authentication

Which of the following operating systems has a default application installed to monitor the CPU meter on the desktop? A. Windows XP Professional B. WindowsVista Ultimate C. Windows XPMedia Center D. Windows 2000 Professional

B. WindowsVista Ultimate

Which of the following could be the cause of paper jams on a laser printer? A. Defective toner cartridge B. Worn pickup rollers C. Dirty drum D. Brokenfuser

B. Worn pickup rollers

Which of the following commands will partition a hard disk on a Windows XP computer? A. convert B. fdisk C. chkdsk D. format

B. fdisk

Which of the following command line tools would be BEST to use if a technician wants to see if a printer is on the network? A. ipconfig B. ping C. telnet D. msconfig

B. ping

A host that has been assigned a permanent IP address is said to have a: A. reserved IP address. B. static IP address. C. dynamic IP address. D. stationary IP address.

B. static IP address.

Which of the following can be used to configure a Windows installation for imaging multiple computers? A. fdisk B. sysprep C. regedit D. telnet

B. sysprep

Which of the following tools can be used to update a driver? A. Device Manager B. System Information C. Disk Management D. Component services

A. Device Manager

Which of the following is used to add expansion capabilities and additional ports to a laptop? A. Docking station B. Express bus C. ISA slot D. Hyperthreading

A. Docking station

How can a user temporarily stop an active print job when using Windows XP? A. Double click theprinters icon, right click on the print job and select pause. B. Double click theprinters icon, right click on the print job and select delete. C. Double click theprinters icon, right click on the print job and select restart. D. Double click theprinters icon, right click on the print job and select cancel.

A. Double click theprinters icon, right click on the print job and select pause.

*Which of the following is not one of the three major components of a hard disk drive system? A. Drive interface B. Controller C. Hard disk D. Host adapter

A. Drive interface

While working inside of a desktop computer, a technician finds a wire with insulation damage from rubbing up against a cooling fan. Which of the following should be used to repair the wire? A. Electrical tape B. Masking tape C. Duct tape D. Wire nut

A. Electrical tape

*A technician is requested to determine why a laptop occasionally reports an over temperature warning. Which of the following is the BEST course of action to take? A. Remove the battery and run the laptop on the external power supply. B. Ask the customer how the laptop is being used when it reports the error. C. Check the System Event log for over temperature entries. D. Run the computer until the error occurs then find where the source of the heat is.

B. Ask the customer how the laptop is being used when it reports the error.

A technician is on the phone with a customer. The technician receives another incoming call from the technician's friend. Which of the following is the BEST course of action? A. Forward the customer to another technician. B. Avoid the incoming call and call back later. C. Ask the customer's permission to put them on hold. D. Put the customer on hold just for a few minutes.

B. Avoid the incoming call and call back later.

A technician has just installed Windows 2000 on a computers clean hard drive. On start up the computer does not seem to boot or display a command prompt and the technician notices a series of beeps. Which of the following is the MOST likely problem? A. Hard drive is faulty. B. BIOS is reporting a memory error. C. APM is off. D. CMOS battery is dead.

B. BIOS is reporting a memory error.

*Which of the following media can be MOST affected by magnets and should therefore be kept away from all magnetic fields? (Select THREE). A. Digital Video Disc B. Backup Tape C. Compact Disc D. IDE Hard Drive E. Solid State Drive F. 1.44MB Floppy Disk

B. Backup Tape D. IDE Hard Drive F. 1.44MB Floppy Disk

Which of the following authentication technologies is the MOST effective? A. Username and password B. Biometrics C. BIOS security D. Smart card

B. Biometrics

Which of the following types of media is considered optical? A. Floppy B. Blu-Ray C. Biometric device D. Tape

B. Blu-Ray

Where is the power on password stored? A. System RAM B. CMOS ROM C. Hard Drive D. System ROM

B. CMOS ROM

The users operating system is not keeping the correct time after a system powers down. Which of the following components should the technician replace? A. L2 cache B. CMOS battery C. Processor D. System clock

B. CMOS battery

A user reports a constant whining noise coming from their computer while it is on. Which of the following is MOST likely failing? A. Processor B. CPU Fan C. Optical Drive D. Hard Drive

B. CPU Fan

A technician can find the Administrative Tools folder in which of the following locations after the initial installation of Windows XP? A. Program Files B. Control Panel C. Start Menu D. My Computer

B. Control Panel

The user states the desktop computer is very noisy. Which of the following could be contributing to the noise? (Select TWO). A. CPU B. Cooling fan C. Hard drive D. Motherboard E. Memory chip

B. Cooling fan C. Hard drive

Which of the following BEST describes the initial process of setting up a new operating system from a CD.ROM? A. Format a partition, install device drivers, and install the operating system. B. Create a partition, format the partition, and install the operating system. C. Install the operating system, create a partition, and install device drivers. D. Install the operating system, install device drivers, and create a partition.

B. Create a partition, format the partition, and install the operating system.

Which of the following technologies is used in memory devices to allow it to operate at twice the normal clock rate? A. SLI B. DDR C. DLT D. ECC

B. DDR

Which of the following memory modules has 168 pins? A. SODIMM B. DIMM C. SIMM D. RIMM

B. DIMM

Which of the following is a valid boot device? (Select THREE). A. RAM B. DVD.ROM C. Hard disk D. Tape drive E. Sound card F. NIC

B. DVD.ROM C. Hard disk F. NIC

Which of the following display connections are the MOST commonly used to connect an LCD monitor to a desktop? (Select TWO). A. USB B. DVI C. CGA D. VGA E. S-Video

B. DVI D. VGA

Which of the following BEST describes virtual memory? A. Flash memory used to hold temporary files before deletion. B. Data written to a disk located in a paging file that would not fit into the systems RAM. C. The maximum amount of memory a given system can potentially have. D. A portion of physical RAM that is mirrored to the hard drive for redundancy.

B. Data written to a disk located in a paging file that would not fit into the systems RAM.

!!*Which elements are required to communicate on a TCP/IP network? (Choose all that apply.) A. IP address B. Subnet mask C. Default gateway D. DNS server

A. IP address B. Subnet mask

A technician has replaced a power supply for a client and notices there is no power protection in use. Which of the following is the BEST action to take? A. Install an uninterruptible power supply (UPS). B. Tell the client they need to install a surge protector soon. C. Leave it up to the client to take their own precautions. D. Unplug the computer after testing and recommend to the client that they need to install a surge

A. Install an uninterruptible power supply (UPS).

**Which of the following types of printers uses an electrostatic charge to create an image of the page onto a charged photoreceptor? A. Laser B. Thermal C. Impact D. Ink dispersion

A. Laser

Which of the following draws too much power and should never be plugged into a UPS? A. Laser printer B. Laptop computer C. LCD monitor D. Server

A. Laser printer

The technician is assisting a user who has little knowledge of computer terms. Which of the following is the BEST method of working with this user? A. Listen and ask questions using non-technical terms. B. Repeat the steps multiple times so that the user can understand the computer terms. C. Advise the user to not do anything else, until the technician can arrive and work on the computer themselves. D. Speak slowly, direct the user to do a hard shut down with the computer and talk them step by step through the boot process.

A. Listen and ask questions using non-technical terms.

*Which of the following contains a bootable computer operating system and is unique in that they have the ability to run a complete, modern operating system on a computer lacking mutable secondary storage? A. Live CD B. Network C. Floppy D. Internal hard drive

A. Live CD

**Which of the following wireless network security methods controls who can connect to the network based on the hardware they are using? A. MAC filtering B. WEP encryption C. WPA encryption D. NAT routing

A. MAC filtering

Which of the following utilities is used to remove programs from startup in Windows XP? A. MSCONFIG B. ASR C. Task Manager D. Computer Management

A. MSCONFIG

Which of the following BEST describes a virus? A. Malicious code that can propagate itself to different host files. B. A malicious program that spreads itself in a system without the need of a host. C. A program that is used to track user information for commercial reasons. D. A program that appears to be harmless but has a malicious agenda.

A. Malicious code that can propagate itself to different host files.

Which of the following BEST describes a worm? A. Malicious software that is self-replicating and self-propagating B. Malicious software that changes theusers home page C. Malicious software attached to another piece of software D. Malicious software that monitors Internet surfing habits

A. Malicious software that is self-replicating and self-propagating

*Which of the following tools can be found in the Administrative Tool Utility? A. Simple File Sharing B. Event Viewer C. Hardware Wizard D. Power Options

B. Event Viewer

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

B. Express card

Which of the following cable types sends and receives data by the use of light? A. STP B. Fiber C. Coaxial D. UTP

B. Fiber

Which of the following security devices uses biometric technology? A. IR scanner B. Fingerprint scanner C. Drive lock D. Smart card

B. Fingerprint scanner

*Which of the following broadband connections provides the LEAST amount of latency? A. WiMAX B. Fractional T1 C. Satellite D. 56K dial-up

B. Fractional T1

When a Windows-based application attempts to access memory another program is using, what is the error that will be generated? A. Windows protection error B. General protection fault C. Illegal operation D. System lock-up

B. General protection fault

Which of the following registry keys store data about all accounts on the machine? A. HKEY_ CURRENT_USER B. HKEY_USERS C. HKEY_CURRENT_CONFIG D. HKEY_LOCAL MACHINE

B. HKEY_USERS

**A laptop with a docking station is normally wired into a local network. When the laptop is removed from the docking station, the user would like the laptop to automatically switch to the wireless connection. Which of the following Windows features BEST accomplishes this? A. Driver signing B. Hardware profile C. Wireless Zero Configuration D. Roaming profile

B. Hardware profile

*Which of the following architectures are designed for multi-threaded applications? (Select TWO). A. Multi-core B. PCI express C. SODIMM D. DDR2 E. Dual-core

A. Multi-core E. Dual-core

Which of the following cards allows communications from the Internet to the computer by using Ethernet cable? A. NIC B. Wireless card C. SATA D. Bluetooth

A. NIC

*What model is used to provide a common way to describe network protocols? A. OSI B. ISO C. CSMA/CA D. CSMA/CD

A. OSI

Before shipping a laptop, which of the following should be removed to avoid damage during transit? A. PC card adapters B. LCD C. DVD.ROM drive D. Backlight

A. PC card adapters

Which of the following utilities is used to perform a baseline on a hard drive? A. PERFMON B. MSCONFIG C. MSTSC D. MSIEXEC

A. PERFMON

Which of the following interfaces are typically supported on the input side of a KVM switch? A. PS/2, VGA, USB B. DB25, DB9, PS/2 C. PS/2, DB9, USB D. PS/2, DB25, VGA

A. PS/2, VGA, USB

*Which component of physical security addresses outer-level access control? A. Perimeter security B. Mantraps C. Security zones D. Strong passwords

A. Perimeter security

*A client receives an email stating that their online auction has been compromised. It says that they need to login and change their old username, password along with all of their account information. Which of the following is this an example of? A. Phishing B. Botnet attack C. Spyware D. Trojan

A. Phishing

An exception is made for port 25. Which of the following has MOST likely been performed? A. Port 25 has been opened. B. Port 25 is no longer being used. C. Port 25 is running at full duplex. D. Port 25 is setup for port forwarding.

A. Port 25 has been opened.

An end user reports that anytime they try to print locally, nothing happens. Which of the following services is MOST likely causing the issue? A. Print Spooler B. Task Scheduler C. Workstation D. Network

A. Print Spooler

!!Which of the following is the default installation folder for user installed programs in 32-bit Windows XP Professional? A. Program Files B. Windows C. Documents and Settings D. Root

A. Program Files

*Which of the following uses data striping to distribute data across multiple disks with no fault tolerance? A. RAID 0 B. RAID 1 C. RAID 5 D. RAID 10

A. RAID 0

**A technician has setup two disks in a RAID array of equal size. Which of the following RAID arrays is the technician using? A. RAID 1 B. RAID 5 C. RAID 6 D. RAID 10

A. RAID 1

*Which of the following is a type of interference that can adversely affect wireless communications? A. RFI B. CRT C. EMI D. ESD

A. RFI

Which of the following is a disturbance that affects an electrical circuit, such as wireless communications, due to either electromagnetic conduction or electromagnetic radiation emitted from an external source? A. RFI B. ESD C. CRT D. EMI

A. RFI

Which of the following connectors is commonly used on CAT6 cable? A. RJ-45 B. RG-6 C. ST D. BNC

A. RJ-45

*Which of the following interfaces supports only one device per port? A. RS-232 B. USB 1.1 C. SCSI D. Bluetooth

A. RS-232

*A users high priority print jobs are constantly being held up by larger jobs of lesser importance. Which of the following is the BEST option to alleviate this issue? A. Raise the priority of the users jobs to the highest level. B. Give the user permissions to cancel other users print jobs. C. Give the user a dedicated printer. D. Have the user work after hours to finish their print jobs.

A. Raise the priority of the users jobs to the highest level.

Which of the following is the FIRST step in troubleshooting a problem? A. Recreate the problem. B. Take the computer apart piece by piece until the problem is identified. C. Document the problem. D. Resolve the problem.

A. Recreate the problem.

A customer reports that when the computer starts up, it sounds like an airplane taking off. After questioning the user about any recent changes they might have made the technician realizes that this could be a symptom of multiple issues. Which of the following should be the FIRST course of action? A. Check the BIOS for temperature changes. B. Verify that the user has not made any OS changes. C. Attempt to replicate and verify the issue. D. Open the case and determine the cause of the noise.

C. Attempt to replicate and verify the issue.

A technician is trying to change the boot order on a laptop in order to install Windows Vista from a DVD. Where would be the proper place to configure this? A. PXE Boot Rom B. BOOT.INI file C. BIOS D. Hard Disk MBR

C. BIOS

Which of the following would a technician go to setup a password that would be required prior to booting into the operating system? A. LDAP B. POST C. BIOS D. User Accounts

C. BIOS

Before upgrading an operating system on a PC, which of the following is the BEST task to perform? A. Format the hard drive. B. Update the device drivers. C. Backup the hard drive. D. Partition the hard drive.

C. Backup the hard drive.

*On average how long should your password be at minimum? A. Between 10 and 12 characters B. Between 6 and 8 characters C. Between 8 and 10 characters D. Between 4 and 6 characters

C. Between 8 and 10 characters

Which of the following will BEST allow a technician to secure a computer against unauthorized use without entering a password? A. Front panel media lock B. Keylogger C. Biometric finger print scanner D. Barcode reader

C. Biometric finger print scanner

Which of the following is a cost effective technology that can be implemented on desktops and laptops to meet security considerations and reduce internal password reset costs? A. Hand recognition software B. Smart card reader C. Biometric fingerprint reader D. Portable face recognition reader

C. Biometric fingerprint reader

*Which of the following is the NEXT phase after POST? A. Logon phase B. Autoexec.bat C. Boot loader phase D. Kernel loading phase

C. Boot loader phase

Which of the following stores information for faster access on a CPU? A. Front side bus B. Removable storage C. Cache D. RAM

C. Cache

Which of the following adapter cards allows the video on a camera to be transferred to a PC for editing? A. PCIe B. Graphics C. Capture D. PCMCIA

C. Capture

Which of the following describes the BEST way to carry a CRT monitor? A. Carry it with the protrusion on the back facing your body. B. Carry it by using both the power and video cords for stability. C. Carry it with the screen closest to your body. D. Carry it by holding it upside down by the base.

C. Carry it with the screen closest to your body.

A technician is troubleshooting and wants to limit the amount of programs on startup. Which of the following should be used? A. Event Viewer B. Task scheduler C. Configuration Utility D. Device Manager

C. Configuration Utility

A week ago a technician completed several upgrades for a business. The technician has not heard back from the client. Which of the following would be the BEST course of action to take? A. Email an assistant at the business to see if they are satisfied with the services rendered. B. Contact the customer with a follow-up call, inquiring when the next system upgrades can be started and offer discounts. C. Contact the customer with a follow-up call, inquiring how the systems are running and offering any additional assistance. D. Email the business owner and offer discounted services for the next system upgrades.

C. Contact the customer with a follow-up call, inquiring how the systems are running and offering any additional assistance.

A technician is late getting to a service call first thing in the morning. Which of the following is the BEST course of action to take care of the appointments during that day? A. Skip the first appointment, continue on with the rest of the day as scheduled and then try to fit in the skipped customer at the end of the day. B. Call the customers scheduled that day and reschedule all the appointments to different days. C. Contact the customers and inform them of the change in schedule and give an appropriate time frame to make the service calls. D. Go to the first scheduled appointment late, explain the reasoning to the client, and make the repairs as quick as possible to try to catch up on the schedule.

C. Contact the customers and inform them of the change in schedule and give an appropriate time frame to make the service calls.

*A customer has two computers with NICs installed. The customer has called a technician to propose the minimum cost of networking these computers for file and printer sharing. Which of the following would be the BEST recommendation to the customer? A. Bridge B. Router C. Crossover cable D. Switch

C. Crossover cable

Which of the following memory modules has the HIGHEST transfer rate? A. PC2100 B. DDR333 C. DDR400 D. PC2700

C. DDR400

Which of the following technologies allows access to a wireless access point only to those devices that have been registered using a manufacturers unique ID number? A. WEP keys B. SSID broadcasts C. MAC filtering D. WPA keys

C. MAC filtering

Which of the following BEST describes a Trojan horse? A. Malicious software that monitors Internet surfing habits B. Malicious software that is self-replicating and self-propagating C. Malicious software attached to another piece of software D. Malicious software attached to an incoming email

C. Malicious software attached to another piece of software

Which of the following BEST describes what a VPN is? A. A testing protocol to verify the strength of a security infrastructure using mock intrusion attacks. B. A private network between two computers using wireless cards without using a wireless access point between them. C. A secured line of communication between two points through a public network. D. A networking protocol used for the propagation of virus data to ensure anti-virus is up to date.

C. A secured line of communication between two points through a public network.

Which of the following is the main difference between a worm and a virus? A. A virus does not require user interaction. B. A worm requires user interaction. C. A worm self-replicates. D. A virus self-replicates.

C. A worm self-replicates.

Of the following voltage pairings, which one accurately represents the input and output, respectively, of power supplies and AC adapters? A. AC in, AC out B. DC in, DC out C. AC in, DC out D. DC in, AC out

C. AC in, DC out

In order to delete and/or replace system files, which command do you use to remove the Hidden, System, and ReaD.Only attributes on the file before you replace the file? A. UNDELETE B. ERASE C. ATT RIB D. DELETE

C. ATT RIB

Which of the following BEST describes the function of ECC in a RAM module? A. Ability to bypass the IRQ channels to work directly with the CPU B. Ability to detect hardware incompatibilities and resolve them C. Ability to detect and correct single bit errors in memory D. Ability to use varying levels of voltage for power saving

C. Ability to detect and correct single bit errors in memory

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

D. The amount of RAM installed.

A customer has returned to the office after lunch and their laptop has become unresponsive to all key strokes, mouse movement and the power light is blinking. Which of the following is causing this to happen? A. The BIOS need to be updated. B. The power supply has a loose connection. C. The keyboard is faulty. D. The system is in hibernation mode.

D. The system is in hibernation mode.

*For a computer's core 2 processor to work properly, it must have which of the following? A. Thermal grease between the fan and theheatsink B. Thermal grease between the processor and the fan C. Two processors installed on the motherboard D. Thermal grease between the processor and the heatsink

D. Thermal grease between the processor and the heatsink

*If a client has a Windows XP tablet PC, which of the following operating systems can they upgrade to and still keep the tablet PC functionality? A. Windows Vista Home B. WindowsVista Business C. WindowsVista Premium D. WindowsVista Ultimate

D. WindowsVista Ultimate

A home user reports they have purchased a new video game for their PC but have trouble running it. A technician arrives and ensures that the users hardware and video card meet the minimum requirements of the game. The technician wants to check the DirectX version installed on the PC to ensure that it is the most current. Which of the following utilities should the technician run? A. regedit B. ipconfig C. msconfig D. dxdiag

D. dxdiag

The term quad core implies that a CPU: A. requires memory to be installed four units at a time. B. has twice the cache of a dual core processor. C. is clocked four times faster than a normal unit. D. has four integrated processing units.

D. has four integrated processing units.

The edit command line tool: A. changes the boot sequence order. B. can be used to modify desktop preferences. C. makes changes to the registry. D. opens a text based word procssor.

D. opens a text based word procssor.

*Which of the following utilities could be used to check if there is a remote device on the network? A. netstat B. ipconfig C. nslookup D. ping

D. ping

**Which of the following commands can be used to verify TCP/IP functionality? A. ping 128.1.1.0 B. localhost 128.0.0.1 C. ipconfig 127.0.0.1 D. ping 127.0.0.1

D. ping 127.0.0.1

The foil shielding on a STP cable is there to: A. prevent damage from weather. B. provide protection from heat. C. assist with data transmission. D. prevent outside interference.

D. prevent outside interference.

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

D. workgroup.

Which of the following expansion slots would be needed in a laptop for a technician to install a cellular modem card? A. ISA B. AGP 4X C. PCMCIA D. PCIe X16

C. PCMCIA

Which of the following needs to be completed before a clean installation of Windows Vista can occur? A. Installation of the NTLDR B. Proper configuration of the BOOT.INI file C. Partitioning and formatting of the hard drive D. Installation of updated device drivers

C. Partitioning and formatting of the hard drive.

*Which laptop input device was released with the IBM ThinkPad series of laptops? A. Touchpad B. Mouse C. Point stick D. Trackball

C. Point stick

A technician has replaced a bad power supply in a workstation and now the workstation will not power up when all of the drives are connected. The workstation will power up if only a single drive is connected. Which of the following is the MOST likely cause? A. Powersupplys fan is defective. B. Power supply is the wrong form factor. C. Power supply is the wrong wattage. D. Power supply is the wrong voltage.

C. Power supply is the wrong wattage.

*While inspecting a motherboard, you notice a discolored area. What is usually a cause of this? A. Spilled liquid B. Improper manufacture C. Power surge D. Underclocking

C. Power surge

Which of the following would be the LAST step to take when installing a printer? A. Reboot the computer. B. Perform a self-test page. C. Print a test page. D. Cycle the printers power.

C. Print a test page.

Which of the following advantages does a 64-bit processor have over a 32-bit processor? A. Provides access to larger hard drive partitions. B. Provides use of more powerful video graphics accelerators. C. Provides addressing of memory beyond 4GB. D. Provides use ofPCIe X16 expansion slots.

C. Provides addressing of memory beyond 4GB.

Which of the following BEST describes the function of a firewall? A. Resolves queries for resolution of host names to IP addresses. B. Secures network Internet traffic through shared key encryption. C. Provides security for a network through the use of ACLs. D. Dynamically assigns IP addresses for easy client configuration.

C. Provides security for a network through the use of ACLs.

Which technology is based on flash memory and is intended to eventually replace conventional hard disk drives that have moving discs and other mechanisms? A. Thumb drives B. Memory cards C. Solid state drives D. Optical drives

C. Solid state drives

Which of the following cable types is MOST commonly used to support dial-up networking? A. Fiber optic B. IEEE 1394 C. Twisted pair copper wire D. Coaxial

C. Twisted pair copper wire

*Which of the following, when locally connected, can be used as a boot device to install a new installation of Windows Vista? (Select TWO). A. Serial Cable B. CD.ROM C. USB drive D. Floppy drive E. DVD.ROM

C. USB drive E. DVD.ROM

When moving computer equipment, which of the following are good procedures to follow? (Choose all that apply.) A. Lift by bending over at the waist. B. Carry monitors with the glass face away from your body. C. Use a cart for heavy objects. D. Ensure that there are no safety hazards in your path.

C. Use a cart for heavy objects. D. Ensure that there are no safety hazards in your path.

The feature of Windows Vista that prevents applications from running in privileged mode even when an administrator is logged is which of the following? A. Task Manager B. Sidebar Interface C. User Account Control D. Aero Display Manager

C. User Account Control

Which of the following network types provides a secure connection to a private network over the Internet? A. WAN B. HTTP C. VPN D. TELNET

C. VPN

After the problem is resolved, which of the following should be the NEXT action according to the troubleshooting theory? A. Return the system to the user. B. Recreate the problem and reapply the solution to ensure it worked properly. C. Verify that all other parts of the system are working properly. D. Inform the user of every step that was taken so the user can self-repair if the problem occurs again.

C. Verify that all other parts of the system are working properly.

Which of the following is the recommended maximum length of a parallel ATA cable? A. 16 inches (40cm) B. 22 inches (55cm) C. 24 inches (60cm) D. 18 inches (45cm)

D. 18 inches (45cm)

Which of the following IP address is a class C address? A. 169.254.10.1 B. 129.254.18.10 C. 92.25.16.128 D. 192.168.1.1

D. 192.168.1.1

Which of the following is a class C IP address? A. 122.168.1.1 B. 4.10.100.100 C. 172.168.1.1 D. 192.168.1.1

D. 192.168.1.1

*Which of the following is a broadcast address? A. 169.254.10.127 B. 192.168.1.1 C. 127.0.0.1 D. 255.255.255.255

D. 255.255.255.255

*By default, which of the following ports is used for Remote Desktop (RDP)? A. 80 B. 110 C. 2335 D. 3389

D. 3389

Which of the following ports needs to be blocked to prevent Internet access? A. 20 B. 21 C. 23 D. 80

D. 80

*IEEE1394b is capable of transfer rates of up to: A. 12Mbps. B. 400Mbps. C. 480Mbps. D. 800Mbps.

D. 800Mbps.

**Which of the following IP addresses is a class A address? A. 192.168.1.1 B. 129.254.18.10 C. 201.29.253.9 D. 92.25.16.128

D. 92.25.16.128

To run a Microsoft Windows 64-bit OS, the computer must be equipped with which of the following? A. Double the clock speed on a 32-bit processor B. Hyper-V technology C. Hyper-threading technology D. A 64-bit capable processor

D. A 64-bit capable processor

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

D. A 64-bit operating system and a 64-bit processor

!!**When installing the Windows XP operating system using RIS, which of the following must be available in the computer? A. A hard drive with more than 4MB of free space B. A CD.ROM drive C. A video card with at least 16MB of VRAM D. A network card with PXE/DHCP remote boot

D. A network card with PXE/DHCP remote boot

Which of the following is created when setting up MAC filtering? A. WPA B. WEP C. SSID D. ACL

D. ACL

Which of the following cooling methods forces air over the components by using a fan? A. Heatsink B. Passive C. Liquid D. Active

D. Active

Which of the following malware types displays pop-up advertisements on a PC wanting a user to purchase something? A. Spam B. Spyware C. Botnet D. Adware

D. Adware

Which of the following statements regarding floppy drive installation is true? A. Like a hard drive, the floppy drive requires no external access. B. Like DVD.ROM drives, floppy drives have a 5.25-inch form factor and must be installed in the larger drive bays C. Because it is antiquated technology, floppy disk drives can no longer be purchased new. D. Although some drives might not clearly key the receptacle for the Berg power connector, you must insert the connector correctly or the drive can be damaged.

D. Although some drives might not clearly key the receptacle for the Berg power connector, you must insert the connector correctly or the drive can be damaged.

A user's computer does not boot. The technician needs to change the computers settings to boot from a recovery CD. Where should the technician make the necessary boot order changes? A. Motherboard settings B. Firmware settings C. Jumper settings D. BIOS settings

D. BIOS settings

A password generator can be part of a password manager. When a password policy enforces complex rules, it can be easier to use a password generator based on that set of rules than to manually create passwords. What can we benefit from a password generator? A. Generators extend the requirement to periodically change passwords. B. Generators eliminate the requirement to establish log-in attempt limitations. C. Generators create new passwords every time a user signs in to prevent social engineering. D. Generators eliminate a user's tendency to create passwords that can be a security liability.

D. Generators eliminate a user's tendency to create passwords that can be a security liability.

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

D. HDMI

**Which of the following boot process files communicates hardware changes to the Windows XP operating system? A. Smss.exe B. Ntldr C. Ntbootdd.sys D. Hal.dll

D. Hal.dll

Network hubs, by design, can run at which of the following modes? A. 100Mb B. Full duplex C. 10Mb D. Half duplex

D. Half duplex

Which of the following network devices interconnects workstations and broadcasts the data that is being transmitted? A. Switch B. Modem C. Router D. Hub

D. Hub

Which of the following interfaces allows for the FASTEST speed? A. USB 2.0 B. USB 1.1 C. IEEE 1394a D. IEEE 1394b

D. IEEE 1394b

Which of the following is the FASTEST possible connection speed for an external hard drive? A. 802.11n B. IEEE 1394a C. USB 2.0 D. IEEE 1394b

D. IEEE 1394b

Which of the following is the FIRST step when troubleshooting an issue? A. Establish a theory of probable cause. B. Document findings, actions, and outcomes. C. Verify full system functionality. D. Identify the problem.

D. Identify the problem.

Which of the following printer types stamps the ink onto the paper? A. Thermal B. Laser C. Inkjet D. Impact

D. Impact

Which of the following printer types shoots the ink onto the paper? A. Impact B. Dot Matrix C. Laser D. Inkjet

D. Inkjet

*Which of the following 32-bit processors has 64-bit capability? A. Intel Pentium M B. Intel Itanium C. Intel Pentium 4 Extreme Edition D. Intel Core 2 Duo

D. Intel Core 2 Duo

Which of the following is the POP3 port used for? A. It pings a workstation from a remote server. B. It holds a log of the last three passwords used. C. It blocks popup ads. D. It retrieves email from the mail server.

D. It retrieves email from the mail server.

Which of the following features is only available with the Windows XP Professional version as compared to the Windows XP Home version? A. Simple File Sharing B. Basic Disk Partitions C. Remote Desktop D. Joining a domain

D. Joining a domain

*Which of the following is the difference between a laser printer and an inkjet printer? A. Ink jet printers are safe for the environment, while laser printers can be harmful to the environment. B. Laser printers melt the image onto the page, while an inkjet printer fuses the image to the page. C. Laser printers use toner, while the inkjet printer can only use ink cartridges. D. Laser printers fuse the image to the page, while an inkjet printer sprays the image on the page.

D. Laser printers fuse the image to the page, while an inkjet printer sprays the image on the page.

Which of the following is a reason why a technician would install a new Windows XP Pro installation with a FAT32 file structure? A. To support dynamic disks B. To allow RAID support C. Support for file encryption D. Legacy support for older systems

D. Legacy support for older systems

*Which of the following battery chemistries has the longest life when used with portable computing devices? A. NiCd B. NiMH C. Alkaline D. Li-Ion

D. Li-Ion

A technician is about to use a cleaning solvent. Which of the following places should the technician look to find the proper handling procedures? A. The cleaning label B. The manufacturer's documentation C. A past technician's documentation D. MSDS

D. MSDS

When a computer is turned on, which of the following is the FIRST process that runs? A. CONFIG.SYS B. NTLDR C. IO.SYS D. POST

D. POST

Disabling the SSID from broadcasting on a wireless access point (WAP) provides which of the following benefits? A. Ensures all users physically login to the wired network B. Ensures that only certain devices can access the network C. Encrypts data traveling across the wireless network D. Prevents users from seeing the wireless network

D. Prevents users from seeing the wireless network

A customer reports that the laser printer produces poor quality printouts. Having arrived onsite, the technician has a discussion with the customer and reviews some examples of their print jobs. Which of the following should the technician do NEXT? A. Clean the toner cartridge. B. Change the paper. C. Replace the fuser. D. Print a test page.

D. Print a test page.

Which of the following connectors is MOST commonly used to support dial-up networking? A. RJ-45 B. LC C. SC D. RJ-11

D. RJ-11

Which of the following technologies allows a user to connect multiple devices to a single port, but requires the last device to use a terminator? A. Parallel B. IEEE 1394 C. USB 2.0 D. SCSI

D. SCSI

**A technician needs to identify the type of memory in use by a computer. One of the memory modules has 168 pins. Which of the following is the memory type? A. SODIMM B. RIMM C. DDR RAM D. SDRAM

D. SDRAM

Which of the following network ports is normally associated with unencrypted web traffic? A. 53 B. 80 C. 110 D. 443

B. 80

Which of the following speeds is the maximum transmission rate of the USB 2.0 interface? A. 400Mbps B. 480Mbps C. 800Mbps D. 1280Mbps

B. 480Mbps

*How many concurrent connections can a Windows XP computer have established at any given time? A. 5 B. 10 C. 15 D. 20

B. 10

Most new motherboards accept which of the following voltages? A. 6 volts B. 12 volts C. 24 volts D. 32 volts

B. 12 volts

Which of the following cable types releases the LEAST amount of toxic fumes in a fire? A. Plenum B. Non-plenum C. STP D. UTP

A. Plenum

*UAC is a security feature found in which of the following operating systems? A. Windows Vista Business B. Windows Server 2003 C. Windows 2000 Professional D. Windows XP Professional

A. Windows Vista Business

*Which of the following operating systems have Flip 3D installed by default? A. Windows Vista Premium B. Windows Media Center C. Windows 2000 D. Windows XP

A. Windows Vista Premium

A SOHO user wants to utilize computers with volume shadow copy to be able to recover accidentally deleted documents. Which of the following operating systems currently include this functionality? (Select TWO). A. WindowsVista Ultimate B. Windows 2000 Pro C. WindowsVista Business D. Windows XP Professional

A. WindowsVista Ultimate C. WindowsVista Business

*Which step in the EP print process uses a laser to discharge selected areas of the photosensitive drum, thus forming an image on the drum? A. Writing B. Transferring C. Developing D. Cleaning

A. Writing

*Which of the following is the MINIMUM amount of characters Windows XP will allow in a password? A. Zero B. Six C. Eight D. Twelve

A. Zero

Social engineering is used to: A. acquire unauthorized information to achieve a goal. B. to test sociological boundaries with in the company. C. to perform a technical risk assessment of employees within the company. D. engage in harmless communication.

A. acquire unauthorized information to achieve a goal.

The IEEE 1394 interface is a serial bus interface standard for high-speed communications and isochronous real-time data transfer, which can connect up to__peripherals in a daisy-chained topology. A. 15 B. 127 C. 63 D. 7

C. 63

Refer to the following descriptions, which one about the Virtual Private Network (VPN) is the most appropriate? A. A VPN is a networking protocol used for the propagation of virus data to ensure anti-virus is up to date. B. A VPN is a testing protocol to verify the strength of a security infrastructure using mock intrusion attacks. C. A VPN is a secured line of communication between two points through a public network. D. A VPN is a private network between two computers using wireless cards without using a wireless access point between them.

C. A VPN is a secured line of communication between two points through a public network.

*When you print documents on your laser printer, you see residue from previous images on the output. What two things are the most likely causes of this problem? (Choose two.) A. A faulty transfer corona wire B. An overheating printer C. A bad erasure lamp D. A broken cleaning blade

C. A bad erasure lamp D. A broken cleaning blade

Users are reporting that print jobs being sent to a shared printer are not printing. A technician has verified the printer is online and prints a configuration page from the printer. Which of the following is the MOST likely cause of the issue? (Select TWO). A. QoS for printing is not functioning over the LAN. B. The printer needs to have a cartridge replaced. C. A job in error status is at the top of the print queue. D. The printers IP address has changed. E. New drivers have been released and need to be installed.

C. A job in error status is at the top of the print queue. D. The printers IP address has changed.

A user requests that a technician install a fingerprint reader on the users laptop. Which of the following authentication technologies can be used? A. Ergonomics B. Smart key C. Biometrics D. Software firewall

C. Biometrics

Which of the following media types has the largest capacity? A. DVD.RW+ B. DVD.RW C. Blu-Ray D. Dual-sided DVD

C. Blu-Ray

Which of the following laptop components allows connectivity with nearby devices using a PAN? A. NIC B. WiFi Card C. Bluetooth D. Broadband card

C. Bluetooth

Which of the following demonstrates a physical method of intrusion detection? A. Biometric password B. Port triggering C. Case open switch D. Bitlocker

C. Case open switch.

Which of the following BEST describes a network of computers inside a house that communicate with each other but not with computers outside of the house? A. WAN B. VPN C. LAN D. VLAN

C. LAN

Which of the following command lines should a technician use to uninstall the Windows XP Service Pack 2? A. PROGMAN.EXE B. TASKMAN.EXE C. SPUNINST.EXE D. CONVERT.EXE

C. SPUNINST.EXE

When setting up a WAP, which of the following is broadcasted by default and should be disabled? A. WPA B. WEP C. SSID D. RADIUS

C. SSID

Which of the following cable types contains a foil shield inside the jacket? A. Fiber B. CAT6 C. STP D. UTP

C. STP

A technician needs to boot a computer with only the basic devices and drivers. Which of the following boot options will accomplish this? A. Boot Mode B. Enable Boot Logging C. Safe Mode D. Debug Mode

C. Safe Mode

After upgrading to Vista a user notices a clock, calendar, and several other items on their display. If they want to add more gadgets, which of the following features should they research? A. BitLocker B. Defender C. Sidebar D. User Account Control (UAC)

C. Sidebar

Which of the following media types has a capacity of 4.7GB? A. Dual-layer DVD B. Floppy disk C. Single-layer DVD D. Blu-Ray disk

C. Single-layer DVD

Which of the following authentication technologies provides security to a corporate environment MOST commonly via the PCMCIA interface on a laptop? A. Username B. Key fob C. Smart cards D. Biometrics

C. Smart cards

A customer states they want a new hard drive that is resistant to shock. Which of the following can be installed to accommodate the customers request? A. PATA hard drive B. SATA hard drive with a rubber gasket C. Solid state hard drive D. SCSI drive with properly terminated ends

C. Solid state hard drive

*Which of the following chipsets is responsible for controlling the data flow between a PATA optical drive and the processor? A. Northbridge B. BIOS C. Southbridge D. DMA controller

C. Southbridge

What does Safe Mode allow you to do? A. Run Windows without processing AUTO EXEC.BAT and CON FIG.SYS B. Boot the system without scanning drives. C. Start Windows using only basic files and drivers. D. Skip loading the Registry.

C. Start Windows using only basic files and drivers.

**BitLocker works with which of the following components on a machine to provide the user with a fully encrypted hard disk environment? A. CMOS B. VRAM C. TPM D. RAID

C. TPM

A user running Windows XP is experiencing degraded system performance while a particular application is running. Which of the following interfaces should the technician use to manage current application processes on the users computer? A. Computer Management B. REGEDIT C. Task Manager D. Event Viewer

C. Task Manager

After several months users report that their computer runs slower. The problem is related to large files being deleted. Which of the following utilities will allow a technician to trigger defrag to runwhen the user logs off? A. Task Manager B. Backup Manager C. Task Scheduler Wizard D. Application Manager

C. Task Scheduler Wizard

*Which of the following connection types will commonly be transmitted over RG-6 media? A. Dial-up B. Satellite C. DSL D. Cable

D. Cable

Which of the following will BEST prevent theft of monitors and laptops? A. Logical Token B. Pad locks C. RSA keys D. Cable locks

D. Cable locks

*A user receives the message The security log on this system is full. Only an administrator can log on and fix this problem. The administrator should use which of the following to fix this issue? A. Event Viewer B. SECPOL.MSC C. Windows Security Center D. SECEDIT.EXE

A. Event Viewer

*A Windows XP workgroup computer can have up to how many concurrent connections? A. 10 or fewer B. 15 or fewer C. 20 or fewer D. 25 or fewer

A. 10 or fewer

Which of the following would be the maximum transfer rate between a 10/100 NIC and a 10/100/1000 NIC? A. 100Mb/s B. 1000Mb/s C. 10000Mb/s D. 1Gb/s

A. 100Mb/s

The voltage selector on the back of some power supplies allows a technician to select between which of the following? A. 110/120 Volts AC or 220/240 Volts AC B. AC or DC Voltage C. 6/12 Volts DC or 12/24 Volts DC D. 110/120 Volts DC or 220/240 Volts DC

A. 110/120 Volts AC or 220/240 Volts AC

**Which of the following addresses would be assigned by APIPA? A. 169.254.0.15 B. 10.0.0.25 C. 172.16.1.15 D. 192.168.0.15

A. 169.254.0.15

Which of the following is the MOST common form of a serial port? A. 9-pinD.shell B. RJ-45 C. 15-pin D. shell E. 6-pin Mini-DIN

A. 9-pinD.shell

*On average how often passwords should be changed? A. 90 to 180 days B. 60 to 90 days C. Annually D. 30 to 60 days

A. 90 to 180 days

Which of the following is the definition of telnet? A. A tool that allows a user to connect to other computers. B. A tool that allows a user to use the workstation as a telephone through the network. C. A tool that tells a user of the workstation that they have exceeded their memory quota. D. A tool that allows a workstation to tell the network that the workstation is present.

A. A tool that allows a user to connect to other computers.

Which of the following should the technician expect when disabling SSID broadcast? A. A user would need to manually type the SSID to connect. B. The access point would now transmit on only one channel. C. Data encryption would be less secure over wireless connections. D. Data encryption would be more secure over wireless connections.

A. A user would need to manually type the SSID to connect.

Which of the following power supply standards was developed to provide a better way to plug into the motherboard? A. ATX B. AT C. PC/XT D. ACL

A. ATX

In Printer Properties, which of the following tabs gives the technician the ability to set time availabilities on a shared printer? A. Advanced B. Ports C. Security D. General

A. Advanced

!!Which of the following is a type of malware that tracks a users habits and displays targeted advertising or messages? A. Adware B. AD.hoc C. Worms D. Phishing

A. Adware

It is possible to see status light indicators on the interfaces of NIC and Modem A. True B. False

A. True

Management has approved the purchase of uninterruptible power supplies (UPSs) for all workstations. Which of the following is the MOST important factor for a technician to consider when in determining which UPS to purchase? A. Amount of time necessary for the UPS to run in a power outage. B. The physical footprint of the UPS. C. The number and size of all applications running on each workstation. D. The amount of space available at each workstation to place the UPS.

A. Amount of time necessary for the UPS to run in a power outage.

A technician arrives at a customers location in response to a call. Which of the following troubleshooting steps should the technician perform FIRST? A. Ask the customer questions to identify the problem. B. Establish a plan of action to resolve the problem and implement a solution. C. Document findings, actions, and outcomes. D. Verify full functionality and implement preventative measures.

A. Ask the customer questions to identify the problem.

Which of the following security methods prevents loading the OS without the correct credentials? A. BIOS password B. Keylogger C. Keyfob D. Username and password

A. BIOS password

*In regards to computer case form factors, which of the following provides the MOST room for effective cooling? A. BTX B. ATX C. NLX D. Micro ATX

A. BTX

Which LCD component is responsible for providing brightness? A. Backlight B. Inverter C. Screen D. Backdrop

A. Backlight

*Which of the following statements is true about a laptop communication connection? A. Bluetooth and WLAN settings may be configured through the BIOS as well as the OS. B. The WLAN connection will function only if the Zero Wireless Configuration is set to Automatic. C. When the Bluetooth function is enabled, the Infraredport will no longer function. D. If wireless security is enabled on the network, Bluetooth devices will need to add the security code.

A. Bluetooth and WLAN settings may be configured through the BIOS as well as the OS.

The SSID on a wireless network is which of the following? A. Broadcast name B. Security key used C. Encryption type D. Wireless channel used

A. Broadcast name

*Which of the following boot devices can a Live version of the OS be installed and tested on, without actually installing it on the workstation? A. CD B. Floppy C. Internal hard drive D. Network

A. CD

A technician is setting up a lab with fourteen wired PCs and one switch in a physical star network configuration. Which of the following should the technician keep in mind when setting up the lab? A. Cable management to avoid trip hazards B. Electrical safety with the extra network cables C. Location of the PCs with respect to each other D. Number of fans located in the room so system does not overheat.

A. Cable management to avoid trip hazards

A technician is working onsite on a virus problem affecting several computers and servers. A new service call is received, with a response time to another site of two hours. Which of the following would be the BEST choice to address this situation? A. Call the service manager and inform them of the current situation. Follow the manager's instructions. B. Call the service manager and inform them of the current situation. Call the customer and reschedule for another time. C. Call the service manager and inform them that the new service call cannot be made in time. D. Call the new service customer and re-schedule the call for another time.

A. Call the service manager and inform them of the current situation. Follow the manager's instructions.

A desktop computer is not responding when the power button is pressed. The technician has checked the power cord and finds it is properly connected to the computer and to the power outlet. Which of the following is the NEXT troubleshooting step the technician should take? A. Check the power outlet to verify it is supplying power. B. Replace the power button. C. Verify that the power button is plugged into the motherboard. D. Check the power supply for voltage output.

A. Check the power outlet to verify it is supplying power.

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

A. Class A

Which of the following network classes exists if the default subnet mask is 255.0.0.0? A. Class A B. Class B C. Class C D. Class D

A. Class A

Which of the following cable types have a single copper wire used for sending and receiving data? A. Coaxial B. UTP C. Fiber D. STP

A. Coaxial

A technician is sent to do a hard drive upgrade in a workstation. Before starting any work on the system, which of the following is the FIRST course of action to take? A. Complete a full backup of the workstation before making any upgrades. B. Upgrade the hard drive and reboot the system. C. Remove the cover of the workstation case and use an ESD strap before the upgrade. D. Unplug the workstation and begin the upgrade.

A. Complete a full backup of the workstation before making any upgrades.

**In which of the following is the Services Snap-in located? A. Computer Management B. Device Manager C. Performance Logs and Alerts D. Component Services

A. Computer Management

In which of the following locations is the Disk Management utility located in? A. Computer Management B. Device Manager C. Performance Logs and Alerts D. Component Services

A. Computer Management

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

A. Confirm the printer name where the user is trying to print.

How would a technician configure a computer to enable Hibernation? A. Control Panel>Power Options>Hibernate tab B. Device Manager>Power Options>Check-off the Hibernate box C. BIOS>Power Menu>S11>Hibernate D. Control Panel>Hardware>Systems>Power Management>Settings

A. Control Panel>Power Options>Hibernate tab

Which of the following printers would be the BEST choice for printing on multi-part forms? A. Impact printer B. Thermal printer C. Inkjet printer D. Laser printer

A. Impact printer

A customer calls a technician to request assistance in installing a new accounting application. They have had problems installing this application in the past. Which of the following steps should the technician take prior to installing the application? (Select TWO). A. Create a restore point. B. Read the application release notes. C. Launch the File and Transfer Wizard. D. Boot the computer in Safe Mode. E. Defragment the hard drive.

A. Create a restore point. B. Read the application release notes.

*Which of the following BEST describes digital signatures? A. Cryptographic mechanism that identifies the sender as well as the message integrity B. Email application addin which adds the signature block to all email messages C. An infallible method which binds a signature to a message D. Requires the receiver to have access to the senders private encryption key

A. Cryptographic mechanism that identifies the sender as well as the message integrity

!!On a Windows computer, which of the following shortcuts can lock the computer without logging off the user? (Select TWO). A. Ctrl + alt + delete then lock computer B. Windows key + L C. Ctrl + alt + L D. Windows key + alt + delete E. Windows key + Alt + M

A. Ctrl + alt + delete then lock computer B. Windows key + L

*Which type of attack denies authorized user's access to network resources? A. DOS B. Worm C. Logic bomb D. Social engineering

A. DOS

Which of the following types of portable media offers the LARGEST storage capacity? A. DVD.DL B. CD.RW C. CD.R D. DVD.R

A. DVD.DL

*A client reports that their system runs slowly. They have had the system for two years and use it primarily to download photos, music and browse the Internet. The system specifications are still very good. Which of the following is the FIRST action to take? A. Defragment the hard drive. B. Increase the systems RAM. C. Run CHKDSK on the hard drive. D. Suggest purchasing a newer processor.

A. Defragment the hard drive.

A technician is asked by someone from the HR department to burn some data to a DVD since they have the only available DVD burner. The technician copies the files to a portable hard drive and then goes back to their office to burn the disc. While preparing the files for the disc burning, the technician notices files that pertain to other employees. Which of the following should the technician do? A. Delete the files off the portable drive once they are finished burning the disc. B. Call the person that wants the disc burned andask them if they can look at the files. C. Provide copies of the files to the people named on them. D. Keep the files on the portable drive and then look at them later for confidential material.

A. Delete the files off the portable drive once they are finished burning the disc.

A user reports that their USB device has stopped working. Which of the following troubleshooting techniques should be used NEXT to help the technician establish a theory of probable cause for the users new computer problem? A. Determine if changes have been made that could have caused the problem. B. Determine how long before the user is due for an upgraded system. C. Determine how long the user has had the problem. D. Determine if any other users are affected by the problem.

A. Determine if changes have been made that could have caused the problem.

Which of the following is information found in the Device Manager? (Select THREE). A. Devices by type B. RAM capacity C. Hidden devices D. I/O address ranges E. Mapped network drives F. Explanation of error codes

A. Devices by type C. Hidden devices D. I/O address ranges

A customer has a 12 laptop computers. In the office they want to use a 24 LCD monitor, full size keyboard, and a regular mouse without having to connect all of the devices each time. Which of the following will allow this functionality? A. Docking station B. Daisy chain C. Network Hub D. Crossover cable

A. Docking station

Before returning a repaired system to a user, which of the following should be done? (Select TWO). A. Document the system findings, actions, and outcomes. B. Verify full system functionality and implement preventative measures. C. Inform the user every step that was performed throughout the entire troubleshooting process. D. Inform the user that the computer may not function as it did before the problem occurred. E. Change the users permissions so that they cannot create any potential problems in the future.

A. Document the system findings, actions, and outcomes. B. Verify full system functionality and implement preventative measures.

*How can a user continue a paused print job from the first page when using Windows XP? A. Double click theprinters icon, right click on the print job and select restart. B. Double click theprinters icon, right click on the print job and select cancel. C. Double click theprinters icon, right click on the print job and select properties. D. Double click theprinters icon, right click on the print job and select resume.

A. Double click theprinters icon, right click on the print job and select restart.

A technician arrives to resolve a customer issue. Although the technician has immediately responded to the dispatch, the technician finds the customer extremely angry that it has taken over four hours for a response. Which of the following is the BEST course of action for the technician to take to resolve the issue? A. Empathize with the customer then focus on completing the task in an expedited manner. Upon closure, document the situation and inform the manager that the customer was not happy with the response time. B. Empathize with the customers urgency and explain that there have been problems with the call tracking system for weeks. Make sure the customer is aware that the current service level agreement allows for an eight hour response. C. Focus on completing the task in an expedited manner. Upon closure, document the situation and inform management that thecustomers behavior was undesirable. D. Contact the dispatch team immediately and request to speak to a manager to determine the breakdown in response time.

A. Empathize with the customer then focus on completing the task in an expedited manner. Upon closure, document the situation and inform the manager that the customer was not happy with the response time.

!!A technician arrives at a customers location and identifies a problem. Which of the following troubleshooting steps is NEXT? A. Establish a theory of probable cause. B. Establish a plan of action to resolve the problem. C. Ask the customer what the issue is. D. Document findings, actions, and outcomes.

A. Establish a theory of probable cause.

Which of the following is a benefit to hyper-threading? A. Improved performance B. Improved security features C. Improved registry settings D. Improved video game performance

A. Improved performance

Drive thrashing is described as which of the following? A. Excessive movement between system memory and virtual memory. B. Any damage to a hard drive caused by an intention or unintentional jolt or movement. C. A recognized method of disposing hard drives that contain sensitive data. D. A method of recovering lost data from a hard disk.

A. Excessive movement between system memory and virtual memory.

A customer receives a bluescreen message. The customer asks the technician, What is a bluescreen message? How should the technician respond? A. Explain that it is a message that assists in identifying problems based on the error code. B. Explain that it is difficult to tell what is wrong without accessing the Microsoft Knowledge Base and looking up the specific code. C. Tell the customer that a bluescreen is another name for stop error. D. Tell the customer that a bluescreen message means their data is lost and the operating system needs to be updated.

A. Explain that it is a message that assists in identifying problems based on the error code.

*Using regedit, how can the registry backup before changes are made? A. Export registry file B. Backup registry file C. Save registry file D. Import registry file

A. Export registry file

Which of the following are valid installation methods for Windows XP? (Select THREE). A. Factory recovery partition B. XCOPY all files from another computer C. Installation from Microsoft.com D. Windows CD installation E. Network installation F. Purchase a fully configured hard drive

A. Factory recovery partition D. Windows CD installation E. Network installation

A user reports that their laptop computer shuts off about twenty minutes after turning it on, and that it gets unusually hot. The battery is full and the laptop is plugged in, and there are no error codes or beeps. Which of the following components is the MOST likely at fault? A. Fan B. CPU C. Battery D. RAM

A. Fan

Which of the following are the main differences between a heatsink and a fan in a computer? A. Fans provide active cooling;heatsinks provide passive cooling. B. Fans are applied with thermal compound;heatsinks are not. C. Fans provide passive cooling;heatsinks provide active cooling. D. Fans must be directly applied to the cooled component;heatsinks do not.

A. Fans provide active cooling;heatsinks provide passive cooling.

Which of the following network media types uses pulses of light to transmit data? A. Fiber B. Cable C. DSL D. Satellite

A. Fiber

Biometric authentication is a security feature preventing access to a device. Which of the following is an example of this feature? A. Fingerprint scan B. Password C. Verbal recognition D. Smart key

A. Fingerprint scan

*Which of the following is an advantage of using Plenum CAT5 cable when installing a network? A. Fire resistant B. Lower latency C. Increases length of cable D. Can be used with VoIP

A. Fire resistant

Which of the following allows a technician to boot from a special device upon startup? A. Function keys (e.g. F9, F12) B. Shift + B C. Ctrl + Alt + B D. Windows Key + B

A. Function keys (e.g. F9, F12)

Which of this following network types is the FASTEST? A. Gigabit Ethernet B. Wi-Fi C. Infrared D. Bluetooth

A. Gigabit Ethernet

A customer has purchased a laptop computer for half a year. Recently, there is something wrong with it, but he has no idea what the problem is. So, he takes the computer to the Repair Center and as a technician, you are responsible for fixing the problem. Before leaving the Repair Center, the customer is anxious to know when he might come back to pick up his computer. What is the best answer to that? A. Give the customer an estimated time for repair based on the technician??s assessment. B. Ask the customer when they would like to have the work completed. C. Ask the customer to check daily to see when it is completed. D. Inform the customer that others are waiting. The technician will get back to them as soon as possible

A. Give the customer an estimated time for repair based on the technician's assessment.

*A customer brings a PC in for repair, and asks when it will be done. Which of the following is the BEST response for the technician to give? A. Give the customer an estimated time for repair based on the technicians assessment. B. Ask the customer to check daily to see when it is completed. C. Ask the customer when they would like to have the work completed. D. Inform the customer that others are waiting. The technician will get back to them as soon as possible.

A. Give the customer an estimated time for repair based on the technicians assessment.

Which of the following cable media types passes sound and video through one cable? A. HDMI B. S-Video C. VGA D. DVI

A. HDMI

A technician is on a repair job and is expecting an important personal call on their cell phone. In the middle of doing the repair, the phone rings. Which of the following is the BEST action? A. Have the phone on vibrate before starting the repair. Apologize and excuse oneself for a moment to take the call quickly outside the room. B. Take the call. Put the phone between one's ear and shoulder so the technician can do the repair and talk at the same time. C. Answer the phone and stay in the same room the whole time so the customer knows that they have not been abandoned. D. Immediately leave and go to another room to take the call and deal with the repair later.

A. Have the phone on vibrate before starting the repair. Apologize and excuse oneself for a moment to take the call quickly outside the room.

Which of the following is the BEST method for cooling a motherboards northbridge chip? A. Heatsink B. AGP slot C. CPU slot D. Compressed air

A. Heatsink

Which of the following file attributes are available to files on a FAT32 partition? A. Hidden, Read Only, Archive, System B. Compression, Hidden, Archive, Encryption, Read Only C. Read Only, Hidden, System, Encryption D. Indexing, Read Only, Hidden, System, Compression

A. Hidden, Read Only, Archive, System

*1/2 A remote customer reports the mouse cursor is moving erratically on the screen or not at all. Which of the following questions should a technician ask this customer? (Select TWO). A. If the mouse has roller ball underneath could they examine it? B. What mouse driver are they using? C. What is the manufacturer of the computer? D. What type of mouse is it?

A. If the mouse has roller ball underneath could they examine it? D. What type of mouse is it?

Which of the following printer types is BEST suited to a multipart form? A. Impact B. Duplex C. Inkjet D. Laser

A. Impact

A technician wants to configure a tape backup to run every evening that will only archive files that have changed since the last tape was run. The backup should clear the archive bit for each file. Which of the following backup type should be selected? A. Incremental B. Copy C. Full D. Daily

A. Incremental

Which device in a bubble-jet printer contains the printhead? A. Ink cartridge B. Toner cartridge C. Daisy wheel D. Paper tray

A. Ink cartridge

A remote customer calls and says their computer and monitor will not turn on. The customer has tried the power buttons on the computer and monitor multiple times and still the computer and monitor will not turn on. Which of the following would be the BEST questions to ask the customer? (Select TWO). A. Is another piece ofequipment, that is plugged into the same power strip/surge protector, powering up? B. Did the computer and monitor work before? C. Was the electric bill paid? D. Is it a LCD or CRT monitor? E. What is the manufacturer of the power strip/surge protector?

A. Is another piece ofequipment, that is plugged into the same power strip/surge protector, powering up? B. Did the computer and monitor work before?

Which of the following devices would enable a user to use multiple computers with a single monitor? A. KVM B. USB hub C. Graphics adaptor D. Capture card

A. KVM

When working on an older machine a technician notices that when the resolution is increased the number of available colors drops to 16-bit from 32-bit. Which of the following is the MOST likely cause of this? A. Limited amount of memory for the display adapter B. Not enough free space on the hard drive C. Graphics card jumpers need to be reconfigured D. The monitor needs to be replaced with a newer model

A. Limited amount of memory for the display adapter

Which of the following is a true statement regarding a liquid cooling system as compared to the traditional heatsink? A. Liquid cooling systems are more effective at cooling the processor. B. Liquid cooling systems are less efficient than the traditionalheatsink technology. C. Liquid cooling systems are less effective at cooling the processor. D. Liquid cooling systems are not as loud as the traditionalheatsink/fan technology.

A. Liquid cooling systems are more effective at cooling the processor

In order to effectively use dual-channel functionality in modern DDR/DDR2/DDR3 memory, which of the following is true? A. Memory has to be installed in same speed and size modules, in marked matching slots. B. Memory has to be installed in matching pairs, using chips equal to or larger than 1GB in size. C. The motherboard jumpers need to be properly configured. D. Memory has to be installed in marked matching slots.

A. Memory has to be installed in same speed and size modules, in marked matching slots.

Memory was added to a Windows laptop and upon booting up, the BIOS only reports the original memory amount. Which of the following are the MOST likely issues? (Select TWO). A. Memory mismatch. B. Memory size needs to be adjusted in Device Manager. C. Memory brand is different than the computer. D. Operating system does not recognize the additional memory. E. Memory is defective.

A. Memory mismatch. E. Memory is defective.

For modern motherboards, which statement concerning CPU and RAM configuration is most true? A. Modern motherboards have intelligent BIOS routines that automatically recognize and configure themselves for the CPU and RAM. B. The CPU and RAM modules have DIP switches on them that must be set the same as the DIP switch on the motherboard. C. The motherboard is preset from the factory to work with only one CPU and only one type of RAM module. D. YOU must use an external CPU/RAM programming station to preconfigure these components for your specific motherboard.

A. Modern motherboards have intelligent BIOS routines that automatically recognize and configure themselves for the CPU and RAM.

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

A. Move the mouse and/or press the space bar to check if the computer is in sleep mode. C. Check the video cable to make sure it is still connected.

*When working within large computer networks, which of the following is the disadvantage of using NETBEUI over TCP/IP? (Select TWO). A. NETBEUI is designed to be used on small size LANs. B. NETBEUI is unavailable on non-Windows operating systems. C. NETBEUI can only be used on pre-Windows NT networks. D. NETBEUI is not a routable protocol. E. NETBEUI can only be used with DHCP.

A. NETBEUI is designed to be used on small size LANs. D. NETBEUI is not a routable protocol.

Before performing a clean install of Windows XP professional, which of the following file system formats would be the BEST choice for security purposes? A. NTFS B. FAT32 C. CDFS D. FAT16

A. NTFS

If a computer needs Windows XP and Windows 2000 configured for a dual-boot environment, which of the following file system should be used in formatting the drive? A. NTFS B. UFS C. FAT D. NFS

A. NTFS

The_________is the measurement of the number of pixels an LCD monitor can display without the image appearing distorted. A. Native resolution B. Contrast ratio C. Pixelation D. Base frequency

A. Native resolution

*Which of the following chipsets is responsible for controlling the data flow between the RAM and the processor? A. Northbridge B. DMA controller C. CMOS D. Southbridge

A. Northbridge

A technician must replace a network printer. Which of the following is the FIRST step the technician should take? A. Notify all users before unplugging the printer. B. Delete all print jobs before replacing the printer. C. Save all print jobs, replace the printer and then print everything that was saved. D. Unplug the network printer and then replace with a new printer.

A. Notify all users before unplugging the printer.

A wireless network broadcasted from a SOHO WIFI single band router can have a maximum of how many SSIDs associated with it? A. One B. Two C. Four D. Five

A. One

Which of the following is needed to perform an ASR restore in Windows XP? A. Operating system CD B. Recovery console C. Vendor recovery CD D. ERD disk

A. Operating system CD

A user states that the mouse is acting erratically and moving to the right top hand corner all by itself on the laptop. Which of the following is the MOST likely cause? A. Pointing stick failure B. Hard drive failure C. Memory failure D. LCD failure

A. Pointing stick failure

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

A. Power supply wattage is too low.

The technician is driving from one appointment to the next and encounters a traffic jam. The technician had planned to arrive five minutes early. Which of the following is the BEST course of action? A. Pull over, call the customer from a mobile phone, and explain the delay. B. Call another technician and have the other technician reschedule the appointment for another date. C. Pull over, call the customer and cancel the appointment, reschedule for another time. D. Use an alternate route and get to the appointment ten minutes after the scheduled time.

A. Pull over, call the customer from a mobile phone, and explain the delay.

A technician wants to install a RAID array that has two hard drives and the best performance. Which of the following RAID levels should be implemented? A. RAID 0 B. RAID 1 C. RAID 4 D. RAID 6

A. RAID 0

Which of the following RAID arrays does only striped volumes? A. RAID 0 B. RAID 1 C. RAID 5 D. RAID 10

A. RAID 0

A user is reporting frequent drops in the 802.11g wireless signal. The customer has installed a new cordless telephone recently that uses the 2.4GHz spectrum. Which of the following is the MOST likely cause of the customers issues? A. RFI B. Electrical surges C. ESD D. EMI

A. RFI

Which of the following connectors is commonly used on CAT3 cable? A. RJ-11 B. BNC C. ST D. RG-6

A. RJ-11

Which of the following connectors would plug into a 56K dial-up modem? A. RJ-11 B. BNC C. RJ-45 D. ST

A. RJ-11

An employee receives a phone call from a help desk. They state they need to upgrade the antivirus protection on the workstation. They ask the employee for their username and password. Which of the following should the employee do? A. Refuse the callers request and inform an IT manager. B. Give the caller the username and password. C. Refuse the callers request and inform the police. D. Give the caller the information and inform an IT manager.

A. Refuse the callers request and inform an IT manager.

The technician is talking to a company user who is out of state on a business trip. The user is attempting to install a local printer and has become frustrated and is berating the support staff. The company has provided remote control software. Which of the following is the BEST course of action? A. Remain positive with the user, explaining you will remote into the computer and assist in installing the printer. B. While the user is talking, use MMC to grant administrative rights to the user, and then tell the user to try the install once again. C. Listen calmly to the user, until they have completely calmed down, and then explain why they cannot get the printer installed themselves. D. Explain to the user that support can not be provided while they continue to berate the staff and tell them to call back when they have calmed down.

A. Remain positive with the user, explaining you will remote into the computer and assist in installing the printer.

You are an IT professional in an international company. During your working hours, a customer calls you and is wondering what requires special attention if he wants to ship a laptop. As an experienced technician, what is your recommendation so as to avoid the potential damage during transit? A. Remove PC card adapters B. Remove LCD C. Remove Backlight D. Remove DVD.ROM drive

A. Remove PC card adapters

A customer reports that a laptop does not start when the power button is pressed. When the laptop is plugged into an outlet it starts. Which of the following is the BEST solution? A. Replace the battery. B. Remove the battery. C. Replace the power button. D. Change power outlets.

A. Replace the battery.

A user reports that no picture is appearing on the monitor. After speaking with the user and examining the symptoms, the technician believes that the computers video card has failed. Which of the following steps should the technician take NEXT? A. Replace the video card to confirm diagnosis. B. Verify that all other computer components are operating normally. C. Establish an alternative diagnosis. D. Question the user to determine what has caused the video card to fail.

A. Replace the video card to confirm diagnosis.

The fan on a power supply is not working. Which of the following is the BEST course of action? A. Replace then entire power supply. B. Continue using the power supply until it fails. C. Verify the voltage powering the fan. D. Replace the fan.

A. Replace then entire power supply.

A technician wants to be able to bring the system state back to the original condition in case of any conflicts prior to making multiple software installs on a computer. Which of the following would need to be created prior to the installs? A. Restore Point B. Back up of the data C. Emergency Repair Disk (ERD) D. USB copy of startup files

A. Restore Point

Which of the following will navigate to the Computer Management MMC Plug-in? (Select TWO). A. Right click on My Computer and select Manage. B. Double click the Computer Management icon under Administrative Tools. C. Click Start, type in Run and then type in regedit. D. Right click on the Start Menu and select Properties. E. Click Start, type in Run and then type in msconfig.

A. Right click on My Computer and select Manage. B. Double click the Computer Management icon under Administrative Tools.

A user owns older software that requires 8-bit color depth in order to run properly. Without changing Windows Vistas system-wide color depth settings, which of the following will BEST fix this issue? A. Right-click the applications shortcut and choose Properties. Enter the Compatibility tab and select Run in 256 colors. B. Right-click the applications shortcut and choose Compatibility. Select Disable Visual Themes. C. Right-click the applications shortcut and choose Explore. Select Run in 256 colors. D. Right-click the applications shortcut and choose Properties. Enter the Compatibility tab and select Disable Visual Themes.

A. Right-click the applications shortcut and choose Properties. Enter the Compatibility tab and select Run in 256 colors.

You have changed something on your workstation that is affecting the stability of your OS. You decide to go to a prior restore point. Which of the following is the action that is being performed? A. Rolling back to an earlier configuration B. Preparing system for Automated System Recovery (ASR) C. Loading a full backup onto your workstation D. Restoring all files from a storage device

A. Rolling back to an earlier configuration

A technician is trying to determine the DNS server address being used by a Windows XP workstation. The technician runs winipcfg from the command line but receive an error that this is not a recognized command. Which of the following should the technician do? A. Run the ipconfig /all command. B. Install the support tools from the Windows XP CD. C. Run the ipconfig /registerdns command. D. Modify the path variable to include the location of winipcfg.exe.

A. Run theipconfig /all command.

Which of the following devices must be terminated at the last device or none of the devices will work? A. SCSI B. Serial C. IDE D. Parallel

A. SCSI

Which of the following is surrounded by a metallic shield that prevents EMI? A. STP B. UTP C. RJ-11 D. Fiber Optic

A. STP

A technician is working on a computer that has a virus downloaded on it. The technician gets an Access Denied message stating the process is in use every time the technician tries to remove the virus. Which of the following Advanced Mode Options should be used to start up the computer? A. Safe Mode B. Last Known Good Configuration C. Debugging Mode D. Disable Automatic Restart

A. Safe Mode

Which of the following boot options allows the technician to boot the PC in a non-GUI environment? A. Safe Mode with Command Prompt B. Enable Boot Logging C. Last Know Good Configuration D. Safe Mode with Networking

A. Safe Mode with Command Prompt

A user has recently installed a new graphics driver, and after restarting their PC the display is no longer appearing. Which of the following boot options would be MOST effective in troubleshootingthis issue? A. Safe mode B. Boot to the recovery console C. Safe mode with command prompt D. Boot with repair disk

A. Safe mode

A user wants their computer to automatically receive updates from Microsoft; however, they do not want the updates to interfere while they are working. Which of the following should be selected to BEST meet the user's needs? A. Set automatic updates to download only. B. Turn on Automatic Updates. C. Turn off the firewall. D. Set automatic updates to download and install

A. Set automatic updates to download only.

As part of your training program, you're trying to educate users on the importance of security. You explain to them that not every attack depends on implementing advanced technological methods. Some attacks, you explain, take advantage of human shortcoming to gain access that should otherwise be denied. What term do you use to describe attacks of this type? A. Social engineering B. IDS system C. Perimeter security D. Biometrics

A. Social engineering

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

A. Standby

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

A. Standby

**Which of the following topologies allows for network expansion with the least amount of disruption for the current network users? A. Star B. BUS C. Ring D. Mesh

A. Star

Which of the following is a way to get to a command prompt in a Windows XP machine? (Select TWO). A. Start> Run>cmd B. Start> Run> Accessories> Command Prompt C. Start>Programs>Accessories> Communications> Command Prompt D. Start> Programs> Accessories> Command Prompt E. Start> Control Panel> Run>cmd

A. Start> Run>cmd D. Start> Programs> Accessories> Command Prompt

To record audio using a microphone attached to a computer running Windows XP, which of the following locations would provide access to adjust the input levels? A. Start>Settings>Control Panel>Sounds and Audio Devices>Audio B. Start>Settings>Control Panel>System>Hardware C. Start>Settings>Control Panel>Speech D. Start>Settings>Control Panel>Sounds and Audio Devices>Sounds

A. Start>Settings>Control Panel>Sounds and Audio Devices>Audio

A technician has connected a cable to an RJ-45 connector on the back of a computer. Which of the following devices is MOST likely connected to the other end of the cable? A. Switch B. Fax machine C. Scanner D. Dial-up modem

A. Switch

Which of the following would be the BEST device to replace a hub? A. Switch B. Modem C. Bridge D. Router

A. Switch

Which of the following is the MOST likely power source for a desktop computer? A. Switching-mode power supply B. Linear power supply C. Nickel cadmium cell D. Lithium ion cell

A. Switching-mode power supply

A technician needs to increase the paging file size on a Windows XP system. Where would they find this setting? A. System Properties>Advanced>Performance Settings>Advanced B. System Properties>General C. System Properties>Advanced>Environment Variables D. System Properties>Advanced>Startup and Recovery Settings

A. System Properties>Advanced>Performance Settings>Advanced

**A server on your network will no longer accept connections using the TCP protocol. The server indicates that it has exceeded its session limit. Which type of attack is probably occurring? A. TCPACKattack B. Smurf attack C. Virus attack D. TCP/IP hijacking

A. TCPACKattack

Which of the following places would a technician go to view running system processes? A. Task Manager B. Start Menu C. Task Bar D. Event Viewer

A. Task Manager

In which of the following locations can a browser pull files in order to avoid pulling them from the Internet? A. Temporary Internet Files B. Browser Plug-Ins C. Downloaded Program Files D. Windows Temporary Files

A. Temporary Internet Files

Aero is a feature of the Windows Vista Ultimate operating system A. True B. False

A. True

Blu-Ray drives can read Blu-Ray media, DVD media, and CD media. A. True B. False

A. True

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

A. The Compatibility tab within an application shortcuts Properties

A technician is adding RAM to a PC. Four 128MB DDR DIMM modules are removed and four 512MB DDR DIMM modules are inserted. Upon power on, the operating system will only recognize 1GB of RAM. Which of the following choices is MOST likely the cause? A. The PC BIOS does not support the new RAM size. B. The RAM has been inserted backwards in their slots. C. The monitor is not plugged into the video card. D. The BIOS revision is the latest version.

A. The PC BIOS does not support the new RAM size.

*On a desktop computer, upgrading the power supply from a 200 watt power supply to a 400 watt ATX power supply results in which of the following? A. The addition of 3.3 volts of power to the computer. B. The computer can run faster because of the larger power source. C. Automatic integrated surge protection is provided through the upgrade. D. Automatic voltage detection between 110 and 220 voltage is provided.

A. The addition of 3.3 volts of power to the computer.

A technician receives a boot error message OS not found. Which of the following should the technician check? A. The boot order in the BIOS B. If Plug and Play is enabled C. If the computer is in Safe Mode D. If the BIOS is current

A. The boot order in the BIOS

The DDR2 memory on a computer has failed. Which of the following statements is MOST likely true? A. The computer will not pass POST. B. The memory speed will decrease. C. The OS will have to be reinstalled. D. The computer will overheat.

A. The computer will not pass POST.

*A user calls stating that they are missing icons from the Windows desktop and that the My Documents folder is empty. Which of the following is the MOST likely cause of the problem? A. The local user profile is corrupt. B. The user saved the files to a different location. C. The user selected an alternate hardware profile. D. The user accidentally deleted the files.

A. The local user profile is corrupt.

After a technician repairs a printer problem, the customer asks for an explanation the cause of the problem. Which of the following is MOST appropriate? A. The paper jam was caused by moisture in the paper tray. B. The process of removal is so complex that only those certified for repair should attempt to resolve. C. The situation was caused by irresponsible users that spilled coffee in the bottom tray. D. Due to condensation within the lower tray assembly, the functionality of the rollers was impaired and therefore ceased to transfer properly.

A. The paper jam was caused by moisture in the paper tray.

A user reports that they are suddenly unable to print to a network printer. It was working fine yesterday. The technician can ping the users workstation and the printer. The technician can also print a test page from another workstation. Which of the following is the MOST likely cause of the problem? A. The printer is no longer the users default printer. B. Theusers workstation has a faulty NIC. C. The printer has corrupt drivers. D. The printer has a faulty NIC.

A. The printer is no longer the users default printer.

When installing a barcode scanner on a computer, which of the following should occur? A. The scanner must be configured to read the code(s) desired. B. The barcode scanner should be set up in the computers BIOS. C. The flatbed scanner must be removed. D. The scanner must be installed between the PS2 mouse and the computer.

A. The scanner must be configured to read the code(s) desired.

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

A. The sensitivity of the touch pad is too high.

A technician is not able to delete a user's profile on a Windows Vista workstation. Which of the following is MOST likely the cause for this problem? A. The technician needs local administrative rights. B. The technician needs domain administrator rights. C. The operating system is corrupt. D. The technician needs to map the drive.

A. The technician needs local administrative rights.

An end user that travels between multiple offices reports that they are having trouble printing a report to a USB connected printer. Which of the following is the MOST likely cause of the problem? A. The user does not have the correct printer driver. B. The user does not have the correct network drivers. C. The report is not formatted to use USB. D. The printers USB port is not compatible.

A. The user does not have the correct printer driver.

Which of the following components is a distinguishing characteristic of a laser, inkjet, thermal, and impact printer? A. The writing element B. The control panel C. The power supply D. The interface

A. The writing element

Which of the following printers requires special paper to be used for printing? A. Thermal B. Inkjet C. Color Laser D. Laser

A. Thermal

Which of the following characteristics apply to solid state drives? A. They have no moving parts and can tolerate vibration. B. They are susceptible to failure typically caused by strong vibration or rough handling. C. They require more power than other drive types. D. They have a larger platter than other magnetic devices.

A. They have no moving parts and can tolerate vibration.

Which of the following is the purpose of a docking station for a laptop? (Select TWO). A. To allow peripheral devices such as a monitor to remain attached B. To allow additional power to be available to the laptop when docked C. To provide additional software security to the laptop D. To provide additional USB ports for the laptop

A. To allow peripheral devices such as a monitor to remain attached D. To provide additional USB ports for the laptop

Which of the following is the purpose of the voltage selector switch? A. To allow the power supply to operate at different voltages B. To change the voltage coming from the wall C. To allow alternating current to be used instead of direct current D. To change the output voltage to meet the needs of the motherboard

A. To allow the power supply to operate at different voltages

The docking station adds expansion capabilities, as well as additional ports, to a laptop. For example, the use of a docking station quickly enables a laptop computer to become a substitute for a desktop computer, without sacrificing the mobile computing functionality of the machine. A. True B. False

A. True

The most appropriate way to remove a USB device on a laptop computer is to stop the device first, and then remove it from laptop. A. True B. False

A. True

The net use F: \\ComputerName\ShareName /persistent:YES command will automatically reconnect a network drive as F: after a restart on a Windows XP system. A. True B. False

A. True

Which of the following are the BEST options to secure a Wi-Fi network? (Select THREE). A. Use WPA encryption. B. Enable Volume Shadow Copy. C. Enable DHCP. D. Use a MAC filtering. E. Use a TPM Chip. F. Disable WEP. G. Disable SSID broadcast.

A. Use WPA encryption. D. Use a MAC filtering. G. Disable SSID broadcast.

Which of the following methods would be the BEST way to effectively destroy highly sensitive data from a hard disk? A. Use a multi-pass third party formatting utility, using at least five passes. B. Reformat the hard drive. C. Use Windows built-in Disk Management utility and format the disk. D. Run a high powered magnet over the drive several times.

A. Use a multi-pass third party formatting utility, using at least five passes.

A customer connects a projector to their laptop, but no display shows on the screen. The projector is turned on. Which of the following could the technician do to send the display to the projector? A. Use appropriate function toggle key to switch display mode. B. Press F1 to shift display to the projector. C. Reboot the computer, the system will auto-select the projector on restart. D. Go into Device Manager and enable the projector.

A. Use appropriate function toggle key to switch display mode.

There are computers that are left on overnight to complete certain calculations and tasks. Recently the building has been experiencing lengthy power outages and when the employees return the next morning they find that not only all work has been lost, but the computers gives an error that the computer has not been shutdown properly. There are UPSs connected to the equipment but they only last about 30 minutes. What is an option to ensure that all work is not lost and damage does not occur to the system? A. Use software that in case of an outage saves your work, closes programs, and shuts down the computer B. Retrieve the work from a hot site for the office C. Have an employee work nights to perform the shut down when the power supplies battery is about empty D. Shut down the computer before you leave and have them perform the calculation during their down time

A. Use software that in case of an outage saves your work, closes programs, and shuts down the computer.

Which of the following should a technician do in order to remove a USB storage device in Windows 2000? A. Use the Safely Remove Hardware icon in the System Tray. B. Turn off the power to the USB device first then the computer. C. Use the Safely Remove Hardware icon in the Control Panel. D. Unplug the device from the computer.

A. Use the Safely Remove Hardware icon in the System Tray.

A technician needs to provide a customer with a new computer running Windows Vista. The customer has required all personal information be migrated to the new computer including favorites, cached website credentials and desktop preferences. Which of the following can the technician do to ensure all settings are moved to the new computer? A. Use the USMT to export the data from the old system, and import it to the new system. B. From Windows Explorer, copy the users profile from the old system to the new system. C. Useregedit to export the user data to the new system. D. In the advanced settings of system properties go to the user profile settings and copy the customers profile to the new system.

A. Use the USMT to export the data from the old system, and import it to the new system.

A user reports that a computer is running very slow and also states that the machine has been rebooted several times with the same result. The hard drive light is constantly on. Which of the following can be performed on the hard drive to improve performance? (Select TWO). A. Use the defragment utility. B. Use the drive compression utility. C. Use the checkdisk utility. D. Empty the recycle bin and deleted email items. E. Userestore point to roll back the computer to a previous date.

A. Use the defragment utility. C. Use the checkdisk utility.

*A customer reports that after connecting a laptop to a projector they can see their presentation on the laptop but not on the projector screen. Which of the following should the customer perform? A. Use the function + f8 key to toggle between screens. B. Use the function + f10 key to toggle between screens. C. Use alt + tab to toggle between screens. D. Reboot the laptop to toggle image between screens.

A. Use the function + f8 key to toggle between screens.

Which of the following protocols can create a secure network connection across the Internet? A. VPN B. SNMP C. FTP D. SMTP

A. VPN

A technician is working on a workstation that shuts down after extended periods of operation. Which of the following should be checked FIRST? A. Vents for blockage B. Hyperthreading settings C. Ribbon cable seating D. CPU seating

A. Vents for blockage

Which of the following protocols is used to encrypt data on a wireless network? A. WEP B. HTTPS C. WAP D. HTTP

A. WEP

Which of the following wireless networking encryption technologies is MOST recommended for its level of high security and reliability? A. WPA2 B. WEP C. WPA D. WPA.AES

A. WPA2

*Which of the following is important to know when selecting a power supply? A. Wattage and size B. Resistance and size C. Voltages and size D. Amperage and size

A. Wattage and size

Which of the following should the technician use to display .mp3 at the end of mpeg layer 3 file names in Windows XP? A. Windows Explorer>Tools>Folder Options>View tab>Uncheck Hide extensions for known file types B. Windows Explorer>Tools>Folder Options>View tab>Uncheck Hide protected operating system files C. Windows Explorer>Tools>Folder Options>View tab>Select Show hidden files and folders D. Windows Explorer>Tools>Folder Options>View tab>Check Hide protected operating system

A. Windows Explorer>Tools>Folder Options>View tab>Uncheck Hide extensions for known file types

*Which of the following is the MAXIMUM amount of characters used for a WPA2 encryption key? A. 8 B. 16 C. 63 D. 64

C. 63

When setting up security for a wireless home network, a technician should advise the customer to: A. change the password frequently. B. try and keep the same password so the customer can always remember it. C. try not to use numbers in the password. D. use their telephone number as the WEP key.

A. change the password frequently.

Which of the following utilities can be used to change a FAT file system into an NTFS file system without data loss? A. convert B. format C. diskpart D. fdisk

A. convert

Which of the following hardware is hot pluggable? (Select THREE). A. eSATA B. Express Card/54 C. PS/2 peripherals D. MIDI devices E. NIC F. USB

A. eSATA B. Express Card/54 F. USB

When purchasing an extra AC adapter for a notebook computer, it is important for the output to be: A. equivalent to the original power supply wattage. B. equal or greater than the original power supply wattage. C. auto sensing from 100 to 240 Volts. D. equal or lesser than the original power supply wattage.

A. equivalent to the original power supply wattage.

The RAID level on a computer system refers to: A. how data is distributed between multiple drives. B. the number of partitions across multiple hard drives. C. the back up tape drive configuration. D. number of installed hard drives.

A. how data is distributed between multiple drives.

Worm is a type of: A. malicious software that is self-replicating and self-propagating B. malicious software that monitors Internet surfing habits C. malicious software that changes the user's home page D. malicious software attached to another piece of software

A. malicious software that is self-replicating and self-propagating

A quick method to create a new folder on the desktop using Windows XP is to: A. rightclick on the desktop, select new, and select folder. B. create the folder on a flash drive and then click and drag the new folder to the desktop. C. use the run command and type folder. D. create the folder in My Documents then click and drag the new folder to the desktop.

A. rightclick on the desktop, select new, and select folder.

Which of the following is the MOST secure password? A. s1A@r4A&! B. June171988 C. 9ca5rl D. comptia1

A. s1A@r4A&!

The BEST information to document when changing the refresh rate on the display is to include: A. the previous refresh rate and the new refresh rate applied. B. the method that was used to access the display properties to change the refresh rate. C. all the refresh rates that were tested. D. the color resolution the user requested as well as the refresh rate.

A. the previous refresh rate and the new refresh rate applied.

A computer is overheating but the fans are not obstructed and there is no dust on the components or heatsinks. The MOST likely cause of the overheating is that: (Select TWO). A. thereare not enough fans. B. the case is too small. C. the processor is too fast. D. one or more fans are inoperable. E. the memory is defective.

A. thereare not enough fans. D. one or more fans are inoperable.

A user has an issue with phantom cursor movements on their laptop where the pointer suddenly jumps across the screen when using the built-in touchpad. Which of the following is the BEST option to solve this issue? A. Update the drivers for the touchpad. B. Format the hard drive and reinstall the OS. C. Update the drivers for the video card. D. Lower the pointer speed in the Mouse Control Panel applet.

Answer: A A. Update the drivers for the touchpad.

Which of the following is true of a hub versus a switch? A. Hubs are limited to a bandwidth of 4Mbps. B. A hub broadcasts all traffic to all ports. C. Hubs only support TCP/IP protocols. D. A hub directs traffic between locally attached computers.

Answer: B B. A hub broadcasts all traffic to all ports.

A technician has determined that a CRT monitor is not working correctly and that it will be replaced. Which of the following should they do NEXT? A. Disassemble the monitor to prepare disposal of parts independently. B. Dispose of the monitor according to applicable environmental regulations. C. Dispose of the monitor in the trash. D. Discharge the CRT prior to disposal.

Answer: B B. Dispose of the monitor according to applicable environmental regulations.

*Which of the following protocols are routable? (Select TWO). A. SPX B. NetBIOS C. TCP D. DLC E. IP

Answer: C and E C. TCP E. IP

In which of the following does the level 1 (L1) cache reside? A. BIOS B. RAM C. RAID D. CPU

D. CPU

Category 5e specification structured cabling is generally used to carry many other signals such as basic voice services, token ring, and ATM. Despite the stricter performance specifications, Cat 5e cable does not enable longer cable distances for Ethernet networks: cables are still limited to a maximum of______in length. A. 328 meters (1076 feet) B. 100 meters (328 feet) C. 30 meters (100 feet) D. 150 meters (492 feet)

B. 100 meters (328 feet)

In order to install and run Windows Vista with the Aero user interface, a computer must meet which of the following hardware requirements? A. 800MHz processor B. 128MB graphics card C. LCD monitor D. 512MB RAM

B. 128MB graphics card

*How many pins does a VGA Connector have? A. 9 B. 15 C. 25 D. 40

B. 15

**Which of the following IP addresses is a private address? A. 92.25.16.128 B. 192.168.1.1 C. 201.29.253.9 D. 129.254.18.10

B. 192.168.1.1

Which of the following is a Class C address? A. 65.102.1.120 B. 192.168.1.1 C. 125.32.3.132 D. 134.28.1.120

B. 192.168.1.1

**Which of the following is a private IP address and will not be routable on the Internet? A. 206.1.9.3 B. 192.168.1.16 C. 176.15.1.7 D. 8.1.1.23

B. 192.168.1.16

*A technician is installing a RAM upgrade into a PC. The PC is currently holding two sticks of 512MB PC2700, and the technician would like to install an additional two sticks of 512MB PC3200. Assuming the necessary slots are available, which of the following will be the overall speed of the new RAM? A. 2100 B. 2700 C. 3200 D. 5300

B. 2700

*What is the approximate minimum level of static charge for humans to feel a shock? A. 300 volts B. 3,000 volts C. 30,000 volts D. 300,000 volts

B. 3,000 volts

*Which of the following is the maximum transfer speed that can be achieved on SATA interface? A. 150Mbps B. 300Mbps C. 400Mbps D. 800Mbps

B. 300Mbps

A technician is asked to add a PCMCIA bus card to a laptop that will allow the laptop high-speed wireless capability. Which of the following provides the BEST solution? A. 16-bit card B. 32-bit card C. 128-bit card D. 256-bit card

B. 32-bit card

*Which of the following is the maximum cable length of a CAT5e? A. 100 feet (30 meters) B. 328 feet (100 meters) C. 492 feet (150 meters) D. 1076 feet (328 meters)

B. 328 feet (100 meters)

!!Which of the following is the maximum partition size of the FAT32 file system? A. 16GB B. 32GB C. 1024GB D. 2048MB

B. 32GB

Which of the following describes the random access memory limitations with Vista 32-bit operating system? A. 2GB B. 4GB C. 8GB D. 128GB

B. 4GB

In terms of screen resolution, which of the following is the minimum default resolution setting that Windows XP supports? A. 640 x 480 B. 800 x 600 C. 800 x 640 D. 1280 x 920

B. 800 x 600

Which of the following wireless IEEE standards operate on the 2.4GHz radio frequency and are directly compatible with each other? (Choose all that apply.) A. 802.11a B. 802.11b C. 802.11d D. 802.11g

B. 802.11b D. 802.11g

Which of the following wireless protocols provides the MOST bandwidth for streaming video data? A. 802.11g B. 802.11n C. 802.11b D. 802.11a

B. 802.11n

Which of the following wireless types, by default, has the GREATEST throughput and amount of coverage? A. 802.11a B. 802.11n C. 802.11g D. 801.11b

B. 802.11n

A technician is upgrading a computer for a customer that wishes to have faster than 54MB/s wireless LAN connection. Which of the following standards should the technician upgrade to? A. 802.11g wireless card B. 802.11n wireless card C. 802.11a wireless card D. 802.11b wireless card

B. 802.11n wireless card

*A technician is installing an external hard drive and controller card that both use the IEEE 1394b standard. Which of the following is the correct cable to use? A. 6-pin male to 4-pin female B. 9-pin male to male C. 4-pin male to male D. 6-pin male to male

B. 9-pin male to male

Which of the following hardware features controls power management? A. ODBC B. ACPI C. IRQ D. IMAPI

B. ACPI

*Which of the following describes the S-video mini-DIN connector on laptops? A. Allows a LCD projectors output to display on a laptops screen B. Allows analog video output to a variety of devices C. Allows digital video to a variety of devices D. Allows digital video and audio to a variety of devices

B. Allows analog video output to a variety of devices

*Which of the following BEST summarizes computer intrusion detection? A. An alert at logon when an unknown user has tried to logon B. An alert when the computer case has been opened C. A set of firewalls and anti-virus programs protecting the computer D. A motion sensitive web cam recording the room

B. An alert when the computer case has been opened

Which of the following adapter cards is used to access the Internet through a telephone line? A. A network interface card B. An asynchronous modem C. A cable modem D. A T-1 connection

B. An asynchronous modem

A customer brings a PC for a technician to repair. Which of the following can the technician do to better understand the customers issue? A. Begin running diagnostic software and confirm findings with another technician. B. Ask open-ended questions to gather the symptoms. C. Ask close-ended questions so that the customer does not get overwhelmed with industry jargon. D. Get the customer contact information, run diagnostic tests, and then confirm the findings with the customer.

B. Ask open-ended questions to gather the symptoms.

A technician is at a service call and notices that the language on the workstation is different that the technicians native language. The current language on the workstation is the customers native language. Which of the following options should the technician do NEXT? A. Change the language and complete the service call. B. Ask the customer if the technician can change the language. C. Explain that the issue can not be resolved because the technician does not understand the language. D. Tell the customer that the operating system is corrupted and must be reinstalled.

B. Ask the customer if the technician can change the language.

A technician is responding to a customers call. At the same time, a co-worker asks the technician for assistance. Which of the following is the BEST course of action? A. Forward the customer to another technician in order to listen to the co-worker. B. Ask the customer's permission to put them on hold and politely ask the co-worker to wait. C. Ask the customer's permission to put them on hold and tell the co-worker a temporary solution to their issue. D. Put the customer on hold just for a few minutes and assist the co-worker.

B. Ask the customer's permission to put them on hold and politely ask the co-worker to wait.

A technician is visiting a users desk to work on a computer issue. The user is quite messy and has a lot of paper strewn about. The technician needs to work on the issue but is distracted by the users mess. Which of the following should the technician do? A. Organize theusers papers into file folders. B. Ask the user if they mind if the technician removes the computer from the desk to fix the issue. C. Report the issue to theusers manager and return the next day to work on the issue. D. Tell the user that they will return later in the day once they have cleaned their desk.

B. Ask the user if they mind if the technician removes the computer from the desk to fix the issue.

A motherboard has a Socket A CPU connector. Which of the following types of CPU can be used with this motherboard? A. Itanium B. Athlon C. Pentium III D. Xeon

B. Athlon

Which of the following is the authentication technology used by a fingerprint reader? A. Software firewall B. Biometrics C. Smart card D. Password

B. Biometrics

Which of the following is a true statement regarding optical drives and backward compatibility? A. DVD drives can readBlu-Ray media, DVD media, but not CD media. B. Blu-Ray drives can read Blu-Ray media, DVD media, and CD media. C. Blu-Ray drives can read Blu-Ray media, DVD media, but not CD media. D. DVD drives can readBlu-Ray media, DVD media, and CD media.

B. Blu-Ray drives can read Blu-Ray media, DVD media, and CD media.

Which of the following wireless technologies has a maximum range of 30 feet (9 meters)? A. 802.11b B. Bluetooth 2.0 C. Infrared D. 802.11a

B. Bluetooth 2.0

!!*Which of the following boot methods results in the MINIMUM device drivers being loaded? A. Boot from LAN. B. Boot in Safe Mode. C. Boot to Last known Good Configuration. D. Boot from Emergency Boot Disk

B. Boot in Safe Mode.

A user states the computer will not start up after they changed the display settings on the desktop computer with Windows XP. Which of the following options is the FIRST step in successfully booting the computer? A. Boot the unit in Safe Mode by pressing Ctrl/Esc. B. Boot the unit in Safe Mode by pressing F8. C. Boot the unit in Safe Mode by pressing F5. D. Boot into setup/BIOS and check the Graphics options.

B. Boot the unit in Safe Mode by pressing F8.

Which of the following computer infections allows several computers to launch attacks against a network? A. Spyware B. Botnet C. Spam D. Adware

B. Botnet

*A typical backlight technology is A. CRT B. CCFL C. LCD D. LED

B. CCFL

Which of the following devices has an extremely dangerous electrical charge when exposed? A. Laptop LCD screen B. CRT monitor C. USB mouse D. Optical DVD.RW drive

B. CRT monitor

Which of the following should be done after installing a touch screen monitor to ensure that the display functions optimally? A. Set the refresh rate to the lowest the monitor can display. B. Calibrate the monitor. C. Degauss the monitor. D. Set the resolution to the highest the monitor can display.

B. Calibrate the monitor.

A user states that when using a tablet PC the mouse icon does not move to the exact location when pointing to the screen. Which of the following would BEST resolve this issue? A. Replace the touch screen. B. Calibrate the touch screen. C. Replace the mouse. D. Reinstall the mouse drivers.

B. Calibrate the touch screen.

A service call is taking longer than expected for a technician; this is going to make the technician late for the next service call appointment. Which of the following is the BEST resolution for the issue? A. Rush to finish the job, and go to the next service call. B. Call the next service call, apologize, and reschedule. C. Leave the current service call to make the next service call. D. Stay on the current service call and arrive late on the next service call.

B. Call the next service call, apologize, and reschedule.

A technician needs to add 802.11g network connectivity to a laptop. Which of the following would be the BEST method? A. Update the firmware in LAN adapter. B. Install a wireless PCMCIA card. C. Install a Bluetooth USB adapter. D. Activate infrared ports in the BIOS.

B. Install a wireless PCMCIA card.

*A technician scheduled two customer service appointments at the same time without realizing. Which of the following would be the BEST way to handle the situation? A. Try to hurry at the first appointment to make it to the second appointment in a timely manner. B. Call the second customer, apologize, and reschedule. C. Go to the second appointment because it is listed as priority and then reschedule the first. D. Make the first appointment and then, after completion, call the second customer and explain you are running late.

B. Call the second customer, apologize, and reschedule.

Two wireless access points are located near each other, which of the following settings should be changed to prevent interference between the two devices? A. WEP key B. Channel number C. SSID broadcast ID D. IP address range

B. Channel number

A technician installs a new printer to a local computer and needs to install the drivers. The installation CD is not available. Which of the following is the BEST solution to locate the correct drivers? A. Add Hardware Wizard. B. Check the manufacturer's website. C. Check the USB port. D. Check the printers BIOS.

B. Check the manufacturer's website.

Several users report their print jobs did not print to the local shared printer. Which of the following is the FIRST thing a technician should check? A. Check power on theusers laptops. B. Check the print queue. C. Check the domain print server. D. Check the network connections.

B. Check the print queue.

**Which of the following network classes exists if a hosts IP address is 172.30.22.0? A. Class A B. Class B C. Class C D. Class D

B. Class B

Which of the following network classes exists if the default subnet mask is 255.255.0.0? A. Class A B. Class B C. Class C D. Class D

B. Class B

You have a computer with the IP address 171.226.18.1. What class is this address? A. Class A B. Class B C. Class C D. This is not a valid IP address

B. Class B

To lengthen the life of computer hardware, it is BEST to perform which of the following actions on a routine basis? A. Degauss the display and drives. B. Clean out the dust with compressed air. C. Defragment the hard drive weekly. D. Clean out the dirt with a damp rag.

B. Clean out the dust with compressed air.

New policies have just been developed by a companys IT Department. The department develops a Standard Operating Procedure to be signed by all employees and displayed on the policy board. The employees signing this memo and carrying out these new procedures is an example of which of the following? A. Dealing appropriately with confidential materials B. Compliance in the workplace C. Professionalism in the workplace D. Self monitoring, analysis and reporting technology (S.M.A.R.T)

B. Compliance in the workplace

In which of the following is the Disk Defragmenter utility located? A. Performance Logs and Alerts B. Computer Management C. Component Services D. Device Manager

B. Computer Management

A user reports that the desktop appears smaller than usual and there is a large black border around the desktop on the monitor. Which of the following would be MOST likely to fix the problem? A. Have the userdemagnetize and restart the monitor. B. Configure the Display Settings on the monitor. C. Change to a lower resolution. D. Configure the Display Settings in Device Manager.

B. Configure the Display Settings on the monitor.

A technician is troubleshooting a laptop. After pushing the power button on the laptop the technician can hear the hard drive is spinning and the operating system start, but there is no video. Which of the following is the NEXT step to troubleshoot the issue? A. Upgrade the video card. B. Connect the laptop to a monitor. C. Replace the LCD. D. Upgrade the memory.

B. Connect the laptop to a monitor.

A printer with an integrated NIC has been connected to a LAN. Which of the following connection methods is the MOST effective when installing the printer on several PCs? A. Connect to it through a computer share B. Connect to it through a TCP/IP port C. Connect to it via an aD.hoc wireless connection D. Connect to it through a USB or IEEE 1394 cable

B. Connect to it through a TCP/IP port

A technician arrives at the desk to find the monitor has power but no display and the power light on the computer blinks five times, pauses and then repeats. Which of the following is the BEST course of action to determine the cause? A. Replace the video card because there is no display. B. Consult the maintenance manual for the error code. C. Remove the power and check the position of the jumpers on the motherboard. D. Check the quick setup guide for BIOS settings.

B. Consult the maintenance manual for the error code.

A user emails to report that their computer is experiencing a bluescreen error. Which of the following troubleshooting steps should the technician perform FIRST? A. Use Windows Recovery Console to perform a repair installation of Windows. B. Contact the user to determine if any recent changes have been made to the computer. C. Replace RAM modules and verify that all other system components are operating properly. D. Replace the motherboard and perform a system restore.

B. Contact the user to determine if any recent changes have been made to the computer.

*While working on a computer at a customers home, the customer continually asks questions about every step being performed. It is getting to the point that is becoming a distraction. Which of the following is the BEST solution? A. Ask to be excused to use the phone to take a small break outside to get some air B. Continue answering the questions, relax and try to be as calm as possible while working through the distraction C. Explain that what is being done is extremely complicated and requires concentration. D. Send them off on a small task to get a moment to concentrate and finish the job

B. Continue answering the questions, relax and try to be as calm as possible while working through the distraction.

**A technician converts several existing Windows XP Professional laptops from English to the German language. Which of the following is the correct path to change the language settings? A. Control Panel> Accessibility Options> General B. Control Panel> Regional and Language Options> Regional Options C. Control Panel> Regional and Language Options> Regional Options> Customize D. Control Panel> Regional and Language Options> Languages> Details

B. Control Panel> Regional and Language Options> Regional Options

*Which of the following is the number of devices that can be daisy-chained to an IEEE 1394 port? A. 7 B. 15 C. 63 D. 127

C. 63

*Which of the following steps would allow a technician to change the virtual memory in Windows XP Pro? A. My Computer> System> Performance> Settings> Virtual Memory B. Control Panel> System> Advanced> Performance> Settings> Advanced> Virtual Memory C. Control Panel> System> Advanced> Performance> Settings> Advanced> DEP D. Control Panel> Performance> Settinngs>System>Virtual Memory

B. Control Panel> System> Advanced> Performance> Settings> Advanced> Virtual Memory

*Which of the following is part of the TCP/IP network configuration? (Select TWO). A. AppleTalk B. DHCP C. IPX/SPX D. DNS E. NetBEUI

B. DHCP D. DNS

A CRT monitor is displaying patches of distortion while in use. Which of the following actions BEST resolves this issue? A. Reload the driver for the monitor. B. Degauss the monitor. C. Power cycle the computer. D. Replace the display adaptor.

B. Degauss the monitor.

*A technician has been called to correct a problem with erratic performance of an external scanner and internal modem. The technician suspects an IRQ conflict. In which of the following can the technician go to review the IRQ settings? A. Start>Run>Regedit B. Device Manager>Computer Properties C. My Computer>Hardware>Settings D. Control Panel>Hardware Devices>Settings

B. Device Manager>Computer Properties

Which of the following network connections uses an analog signal? A. Wireless B. Dial-up C. Cable D. Satellite

B. Dial-up

A user states that a program is missing from the computer and it had just been used yesterday. Which of the following questions should a technician ask to help determine what occurred? A. Was there a power outage since yesterday? B. Did you check the Recycle Bin to see if the shortcut was accidentally deleted? C. Are you sure you ran a find on the system and the program is just not misfiled? D. Are you sure you were using that program?

B. Did you check the Recycle Bin to see if the shortcut was accidentally deleted?

After successfully installing a free antivirus solution, Windows reports that no antivirus software is currently protecting the system. Which of the following solutions would resolve this issue? A. Disable the antivirus logging in the Event Viewer. B. Disable antivirus protection notification within Security Center. C. Install the Microsoft Malicious Software removal tool. D. Update the Antivirus definitions.

B. Disable antivirus protection notification within Security Center.

A CRT has stopped working. Which of the following should the technician do? A. Put on an ESD strap and inspect the internal components B. Dispose through proper channels or send it to be repaired C. Check that the tube and capacitors are intact D. Throw it in the trash; CRTs are being replaced by LCDs

B. Dispose through proper channels or send it to be repaired

A client is having a recurring problem with keys popping off their keyboard. The technician knows that it is because the client has long fingernails and is weary of having to return every week to replace keys for this client. Which of the following is the BEST response to the clients next repair order? A. Refuse to do the repair until the client learns how to type with long fingernails. B. Do the repair with a good attitude. Show the client how to put the keys back on. C. Do the repair, but let the client know that the client will be charged extra for the same repair nexttime. D. Do the repair and request that the client trim their fingernails to prevent the keys from popping off.

B. Do the repair with a good attitude. Show the client how to put the keys back on.

After the technician performed a repair and has verified that the computer is working properly, which of the following actions should be taken NEXT? A. Identify the problem. B. Document the actions. C. Establish a plan. D. Formulate a theory.

B. Document the actions.

A technician is troubleshooting a computer error. After initial troubleshooting, they called the OEM and identify the problem. Which of the following should the technician do FIRST after the problem is resolved? A. Call the department management to document the issue. B. Document the issue and the applied solution. C. Describe the issue at the next staff meeting. D. Post the solution on an online tech forum.

B. Document the issue and the applied solution.

A technician has replaced a failed keyboard that was full of debris. The technician then explained to the customer the importance of keeping a clean area around their computer. Which of the following should be the technicians NEXT troubleshooting step? A. Ask another technician to verify that the findings are correct. B. Document the issue including findings, actions taken and the outcome. C. Report the incident to the customers manager. D. Follow up with the customer at a later date, to ensure that the keyboard is still functioning.

B. Document the issue including findings, actions taken and the outcome.

A technician has just replaced a users defective CD.ROM drive and tested that everything is working properly. Which of the following should the technician do NEXT? A. Run a full system backup. B. Document their findings and the actions taken. C. Further troubleshoot the defective drive to determine if the problem is covered by the warranty. D. Call their manager and report the status of the issue.

B. Document their findings and the actions taken.

Which of the following technologies corrects errors in memory devices? A. UPS B. ECC C. SLI D. DDR

B. ECC

**Which of the following encryption methods is used for files and folders in Windows XP Pro? A. IPSec B. EFS C. PGP D. CHAP II

B. EFS

Which of the following safety tools prevents static electricity damage to internal computer components? A. Cable ties B. ESD strap C. MSDS D. Surge protector

B. ESD strap

*A user reports that their CD.Rom is not reading a disc. What should be the BEST first step to resolve this issue? A. Make sure that the disc is a CD and not a DVD. B. Ensure that the CD drive is installed. C. Check to see if the BIOS register the drive. D. Check to see if theCD.Rom is compatible hardware

B. Ensure that the CD drive is installed.

Which of the following is a benefit of having parity on a memory device? A. Lower cost B. Error detection C. Better cooling D. Faster response time

B. Error detection

When disposing of old hard drives, which of the following MOST reliably prevents all data from being stolen? A. Store the drive next to a magnet for one hour. B. Physically destroy the disk platters. C. Format the drive. D. Remove the control circuit board from the drive.

B. Physically destroy the disk platters.

*A user is calling excessively with computer issues. Which of the following should the technician do? A. Help the user with every issue that they call about and put all other work orders on hold. B. Explain to the user they need to fill out a work order for the computer issues. C. Ask the user to call another technician for more in-depth assistance. D. Ask another technician to take over support for this user.

B. Explain to the user they need to fill out a work order for the computer issues.

**Which of the following are advantages to NTFS? (Select TWO). A. Files can be larger than 256MB B. File encryption options C. Macintosh PC read/write access D. User access and permissions options E. Ability to share the file and folders

B. File encryption options D. User access and permissions options

Which of the following is an example of biometric security? A. Username/password B. Fingerprint scanner C. WPA D. MAC filtering

B. Fingerprint scanner

Which of the following types of media is solid state? A. Blu-Ray B. Flash C. DVD D. CD

B. Flash

A user calls the helpdesk and asks to have their password reset; however, they cannot identify their username. Which of the following actions should be taken? A. Create a new account for the user, providing standard permissions. B. Follow the companys established guidelines to reset passwords. C. Schedule a later time to call them back once they remember their username. D. Reset the password for them and inform them of their username.

B. Follow the companys established guidelines to reset passwords.

Which of the following will be true of the battery with 9 cells instead of 6 cells? A. Higher electricity measured in volts. B. Greater duration of power availability. C. More devices can be powered at one time. D. More horsepower will be provided

B. Greater duration of power availability.

Which of the following protocols uses port 80? A. SMTP B. HTTP C. HTTPS D. FTP

B. HTTP

As portable computers are used in a variety of locations, one of the characteristic of Windows operating system lets a user change which devices his computer uses when he moves it from location to location. For example, a portable computer with a docking station is generally connected to a local wired network; however, if it is used in a hotel or on an airplane, the portable computer will automatically connect to a wireless network. Which of the following feature enables that? A. Roaming profile B. Hardware profile C. Driver signing D. Wireless Zero Configuration

B. Hardware profile

*Which of the following information can be found on a MSDS? A. Slipping hazards or dangerous footing concerns B. Hazardous chemicals or compounds C. High temperature warnings and cautions D. Network diagram to prevent damaging any cables

B. Hazardous chemicals or compounds

Which of the following is BEST used to cool down the CPU? A. Case fan B. Heat sink C. Power supply D. Decreased RAM

B. Heat sink

While performing a preventative maintenance check on a personal computer, a technician notices that several unused expansion card slots have open ports. Which of the following BEST describes why the covers for these card slots should be reinstalled? A. Help limit radio frequency interference (RFI) inside the case. B. Helpensure proper air flow through the case. C. Helpprevent moisture buildup in the case. D. Help limit electrostatic discharge (ESD) inside the case.

B. Helpensure proper air flow through the case.

Which of the following power management settings will require the power button to be pressed to bring a computer back to a usable state by default? A. Always on B. Hibernate C. Standby D. Wake on LAN

B. Hibernate

A user reports that their computer suddenly will not boot. When the technician arrives, they discover that the user is very worried they will not be able to complete a research paper they've been working on which is due by the end of the day. Which of the following is an appropriate response to the users concerns? A. A Trojan may have infected the OS or worked its way into the MBR. What did you download recently that caused the problem? B. I understand your concern, and will try to have your computer working again as quickly as possible so that you can finish your report. C. If the paper was so important to you, you should have created a backup copy so you could finish it on another computer. D. I do not understand why you are upset. I am sure your professor will understand and you will be able to turn in the paper tomorrow.

B. I understand your concern, and will try to have your computer working again as quickly as possible so that you can finish your report.

*Which of the following statements is true when a docking station is used for the first time? A. The dock will only work properly if a separate docking profile is manually created in the System Properties Advanced tab. B. If the external keyboard number lock is toggled on, the embedded keyboard will not function correctly. C. Docking stations will only work if an external power supply is connected. D. Plugging in an external keyboard or mouse will disable the embedded devices on the laptop.

B. If the external keyboard number lock is toggled on, the embedded keyboard will not function correctly.

A technician is on a service call and notices that a friend is calling. Which of the following is the BEST course of action? A. Ask the customer for permission before answering the call. B. Ignore the call and call back afterwards. C. Answer the call and then resume work. D. Step outside and answer the call.

B. Ignore the call and call back afterwards.

*Which of the following is not a benefit of laptop design? A. Portability B. Increased performance C. Desktop replacement D. Higher-quality construction

B. Increased performance

In an office there is a concern that the power occasionally spikes and blacks out for a second or two during the day. Which of the following can be done to ensure that the workstations are not damaged and do not lose power? A. Install a generator in the office. B. Install a UPS in the office. C. Replace the CMOS batteries to all affected equipment. D. Install power strips in the office.

B. Install a UPS in the office.

A customer calls and wants to know how to cool a game server. Which of the following is the BEST recommendation to make? A. Install multiple fans. B. Install a liquid cooling system. C. Install more memory in the system. D. Use hyper-threading.

B. Install a liquid cooling system.

Which of the following malware types captures personal information? A. Botnet B. Spam C. Adware D. Spyware

D. Spyware

Computers are left on overnight to complete certain calculations and tasks. There are UPSs connected to the equipment but they only last about thirty minutes. Which of the following will BEST ensure that no damage occurs to the system in the event of an extended power outage? A. Have employees shut down their computers before they leave and perform the calculation during their down time. B. Install software that saves work, closes programs, and properly shuts down the computer. C. Setup a hot site for the office so all data will be backed up. D. Have an employee work nights to perform the shut down.

B. Install software that saves work, closes programs, and properly shuts down the computer.

Which of the following will give the BEST results when adding additional memory modules? A. Installing the fastest memory available B. Installing more memory of the same type and speed C. Installing the newest memory available D. Installing same memory type but at a slower rate of speed

B. Installing more memory of the same type and speed

*A remote Customer calls with a dead computer. The customer says the tower computer will not turn on and the monitor will not turn on either. Other equipment plugged into the same power strip/surge protector also will not turn on. What would be the questions to ask this customer? (Select THREE). A. How big is your electric bill? B. Is another piece of equipment plugged into the same power receptacle and is it working? C. Can you or someone else check the circuit breaker for that receptacle? D. What is the manufacturer of the power strip/surge protector? E. What is the manufacturer of the other equipment plugged into the power strip/surge protector? F. Has any electrical work been done recently? G. What kind of equipment is plugged into the power strip

B. Is another piece of equipment plugged into the same power receptacle and is it working? C. Can you or someone else check the circuit breaker for that receptacle? F. Has any electrical work been done recently?

Which of the following is true of L1 cache? A. It runs faster than the processor speed. B. It runs at processor speed. C. It runs slower than the processor speed. D. It runs at half the processor speed.

B. It runs at processor speed.

Which of the following is the purpose of a heatsink in a PC's CPU? A. Keep thenorthbridge chip within acceptable temperature ranges. B. Keep the processor within acceptable temperature ranges. C. Keep the power supply within acceptable temperature ranges. D. Keep the hard drive within acceptable temperature ranges.

B. Keep the processor within acceptable temperature ranges.

*Which of the following devices reads fonts by the reflection of white spaces between black bars? A. CCD barcode reader B. Laser barcode reader C. IR keyboard D. Biometric devices

B. Laser barcode reader

*Which of the following are reasons a user will utilize an external display with a laptop? (Select TWO). A. Higher response time B. Limited display size C. Support different resolutions D. To support active desktop E. Limited bandwidth

B. Limited display size C. Support different resolutions

An upset caller reports that their laptop freezes constantly. Which of the following would be the MOST effective way to respond to this call? A. Respond by asking the caller to slow down and repeat the concern twice. B. Listen to callers concern without interrupting and being judgmental. C. Ask the caller to call back when they are in a better mood. D. Respond by informing caller to slow down and change their attitude.

B. Listen to callers concern without interrupting and being judgmental.

Which of the following can limit specific devices from being able to connect to a small office home office (SOHO) network? A. ISDN B. MAC filtering C. DNS D. Safe Mode

B. MAC filtering

Which of the following is used to control access to a network based on the address hard coded into the NIC? A. 802.11n B. MAC filtering C. Channel 11 D. SSID

B. MAC filtering

A Windows XP computer does not load all of the services required when it is booted normally. Which of the following is the MOST likely cause of the issue? A. MSCONFIG was used to execute the win.ini file. B. MSCONFIG was used to disable the computer services. C. MSCONFIG was used to execute the system.ini file. D. MSCONFIG was used to enable the computer services.

B. MSCONFIG was used to disable the computer services.

Which of the following motherboards would be installed in a small form factor case? A. ATX B. Micro ATX C. AT D. NLX

B. Micro ATX

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

B. Modem

Which of the following should be plugged into a UPS located at a users desk? (Select THREE). A. Laser Printer B. Monitor C. Laptop AC Adapter D. Portable Heater E. Vacuum Cleaner F. Computer

B. Monitor C. Laptop AC Adapter F. Computer

While replacing an ATX power supply in an older model desktop PC, the technician observes the motherboards main power connector has less pins than the new power supply cable. After clearing it with the manufacturer, the cable is plugged in and the PC is up and running. Which of the following is the BEST reason why this fix worked? A. Older ATX power supplies are no longer available. B. Newer ATX power supplies are 20/24 pin compatible. C. Older ATX power supplies have a separate P4 connector. D. Newer ATX power supplies do not use pins 21 through 24.

B. Newer ATX power supplies are 20/24 pin compatible.

*Which of the following is the correct way to get to the Services MMC Plug-in to see what servicesare currently running? (Select TWO). A. Right click on the My Computer and select Properties. B. Open Control Panel, open Administrative Tools, double click on the Services icon. C. Click Start>Run and then type in services.msc. D. Click Start>Run and then type inregedit. E. Click Start>Run and then type in regedt32.

B. Open Control Panel, open Administrative Tools, double click on the Services icon. C. Click Start>Run and then type in services.msc.

Which of the following devices writes data by burning an image to the media? A. Solid state B. Optical C. FDD D. HDD

B. Optical

Which of the following slot types has the GREATEST peak bandwidth? A. ISA B. PCIe C. AGP D. PCI-X

B. PCIe

Which of the following slots will support the fastest video card? A. ISA B. PCIe C. PCMCIA D. AGP

B. PCIe

A user reports that after coming back from lunch their PC will no longer turn on. Which of the following is MOST likely the problem? A. Hard disk failure or operating system needs to be reloaded. B. Power cord is loose. C. Mouse and keyboard need to be cleaned. D. The hard drive is in standby mode.

B. Power cord is loose.

Which of the following is the proper way to enter the Windows Advanced options menu? A. Midway through Windows loading, power cycle the system. B. Press F8 after POST but before Windows begins to load. C. Edit the config.sys file that is located on the root directory. D. Enter System Configuration Utility and select Startup Menu.

B. Press F8 after POST but before Windows begins to load.

Which of the following displays a list of print jobs waiting to process through a printer? A. Print test page B. Print queue C. Printer settings D. Printer properties

B. Print queue

Which of the following MOST likely uses a parallel port? A. Connecting a loop-back plug B. Printing to an older printer C. Connecting to a parallel tape backup device D. Connecting to a parallel modem

B. Printing to an older printer

Which of the following allows verification of the port that a printer is currently using? A. The print queue window from system tray B. Properties of the printer from the Printers Control Panel C. Print spooler view in the Printers Control Panel D. Properties of the port within Device Manager

B. Properties of the printer from the Printers Control Panel

*Which of the following are OSHA requirements for a safe work environment that must be followed by employers? (Choose all that apply.) A. Attend yearly OSHA safe work environment seminars. B. Provide properly maintained tools and equipment. C. Keep records of accident reports. D. Display an OSHA poster in a prominent location.

B. Provide properly maintained tools and equipment. C. Keep records of accident reports. D. Display an OSHA poster in a prominent location.

**Which of the following are printing protocols that can be used for printing over a network? (Select TWO). A. HTTP B. RAW C. LPR D. FTP E. USB

B. RAW C. LPR

*Which of the following RAM types requires that all available memory slots be filled, resulting in the need for continuity chips in otherwise unused slots? A. DDR3 B. RDRAM C. DRAM D. SRAM

B. RDRAM

Which of the following input/output protocols is commonly associated with the DB.9 port? A. RS-422 B. RS-232 C. IEEE 1284 D. IEEE 1394

B. RS-232

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

B. Receive, interpret, evaluate and respond.

While troubleshooting a problem on a users computer, a technician discovers content which they believe may be illegal. Which of the following describes the BEST course of action? A. Insist that the user immediately delete the content. B. Report the situation to the appropriate authorities. C. Delete all the illegal content from the user's computer. D. Ignore the content and complete the repair

B. Report the situation to the appropriate authorities.

*Which of the following is the FASTEST way for a technician to find out a users computer name in a Windows 2000 environment? A. Right click on My Computer > Properties > Computer Name Tab B. Right click on My Computer > Properties > Network Identification Tab C. Control Panel > System Applet > Properties > Advanced Tab D. Control Panel > System Applet > Properties > Computer Name Tab

B. Right click on My Computer > Properties > Network Identification Tab

How can a user continue a paused print job when using Windows XP? A. Right click on the print job and select properties. B. Right click on the print job and select resume. C. Right click on the print job and select cancel. D. Right click on the print job and select restart.

B. Right click on the print job and select resume.

Which of the following devices can automatically assign host IP addresses? A. Switch B. Router C. Hub D. Bridge

B. Router

Which of the following adapter cards should be installed so a PC can use RAID? (Select TWO). A. USB B. SATA C. Serial D. SCSI E. IEEE 1394

B. SATA D. SCSI

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

B. ST

How should a technician properly remove a USB hard drive while a computer is running? A. Unplug from the USB port. B. Safely Remove Hardware Function. C. Disable in the BIOS. D. Restart the OS.

B. Safely Remove Hardware Function.

Which of the following Internet access types has the GREATEST amount of latency? A. Fiber B. Satellite C. DSL D. Cable

B. Satellite

Which of the following describes the 25 or 9 pin connector with male pins on the back of a laptop computer? A. Parallel port B. Serial port C. IEEE 1394 port D. USB port

B. Serial port

Which of the following BEST describes how an impact printer works? A. Heat from the print head boils a water-based ink. B. Small wires strike and transfer ink from a ribbon. C. Heat from the print head melts the ink onto the paper. D. Toner sticks to photo conductive areas on a drum.

B. Small wires strike and transfer ink from a ribbon.

*When comparing solid state drives vs. magnetic drives, which of the following holds true? A. Solid state drives are faster, more reliable, and require more power. B. Solid state drives are slower, more reliable, and require less power. C. Solid state drives are faster, more reliable, and require less power. D. Solid state drives are slower, more reliable, and require more power.

B. Solid state drives are slower, more reliable, and require less power.

*Which of the following chipsets is responsible for controlling the data flow between the peripheral devices and the processor? A. Northbridge B. Southbridge C. BIOS D. DMA controller

B. Southbridge

Which of the following is a socket technology that is designed to ease insertion of modern CPUs? A. Socket479 B. ZIF C. LPGA D. SPGA

B. ZIF

In Windows XP, which of the following is the proper way to delete a print job in queue? A. Start > Settings > Printers and Faxes > Highlight the print job(s) in question > Hit the control key once to initialize the operation > Hit the Delete key and click OK B. Start > Settings > Printers and Faxes > Open the printer queue box > Highlight the print job(s) in question > Hit the Delete key and click OK C. Start > Settings > Printers and Faxes > Highlight the printer in question via a single click > Hit the Delete key and click OK D. Start > Settings > Printers and Faxes > Highlight the print job(s) in question > Hit the Delete key and click OK

B. Start > Settings > Printers and Faxes > Open the printer queue box > Highlight the print job(s) in question > Hit the Delete key and click OK

Which of the following steps will find an IP address? A. Start> Run>typecmd > nslookup B. Start> Run> typecmd > ipconfig C. Start> Run>typecmd> dir D. Start> Run> typecmd> goto

B. Start> Run> typecmd > ipconfig

Where would a technician place a shortcut in order for an application to run during logon? A. My Computer B. Startup Menu C. Control Panel D. System Tray

B. Startup Menu

**Which of the following Windows features should be disabled to ensure that malware and viruses are completely removed during the disinfection process? A. Security Center B. System Restore C. Machine Debug Manager D. Hardware Profile

B. System Restore

Which of the following adapter cards is used for displaying over the air video broadcasts? A. Multimedia B. TV tuner C. Capture D. Graphics accelerator

B. TV tuner

If using Windows Media Center, which of the following hardware components needs to be installed? A. KVM switch B. TV tuner card C. Docking station D. Video capture card

B. TV tuner card

Which kind of laptop was designed to look and function like a paper notebook? A. Luggable B. Tablet C. Netbook D. Notebook

B. Tablet

A user reports their PC beeps when it is turned on. There is no display on the monitor and the PC shuts off following the beep. Which of the following is the MOST likely problem? A. The operating system is corrupt. B. The CPU has dislodged from its socket. C. The hard disk drive has failed. D. The monitor has failed.

B. The CPU has dislodged from its socket.

*A laptop user states that lately that when certain letter keys are pressed, numbers appear on the screen. Which of the following is the MOST likely cause of this situation? A. The StickyKeys option is enabled. B. The NumLock option is enabled. C. The ToggleKeys option is enabled. D. The FilterKeys option is enabled.

B. The NumLock option is enabled.

A printer that was printing fine previously is not printing. The physical printer online light is lit, no errors are reported and the data cable is connected. Which of the following is the MOST likely cause of this problem? A. The Printing Preferences has been changed in Printer Properties. B. The Use Printer Offline option is checked. C. The Print Processor has been changed in Printer Properties. D. The Use Printer Offline option is not checked.

B. The Use Printer Offline option is checked.

A user reports that after a stop error appeared the PC started to reboot in a continuous loop. Which of the following is MOST likely the cause of this problem? A. The system cannot connect to the network. B. The automatically restart feature in System Failure option is on. C. The hard drive is faulty and needs to be replaced. D. The system does not have enough free hard drive space.

B. The automatically restart feature in System Failure option is on.

The term data wiping refers to which of the following? A. The hard drive has been reformatted. B. The hard drive is set to pre-format conditions. C. Data has been restored. D. Data has been backed up.

B. The hard drive is set to pre-format conditions.

A technician installs a program that requires a security dongle but the program will not work. Which of the following is MOST likely the cause? A. The software is not supported by the operating system. B. The hardware dongle was not installed. C. The software was installed incorrectly. D. The operating system does not support security dongles.

B. The hardware dongle was not installed.

When trying to print, a balloon in the system tray indicates a print job has failed to print. Which of the following is the MOST likely cause? A. The printer does not recognize the font type. B. The paper needs to be replenished. C. The computer needs to upload the print job. D. Printer firmware needs to be updated.

B. The paper needs to be replenished.

*A client reports that their laptop will not power off when the power button is pushed. Which of the following could be the issue? A. The MBR B. The power-management console C. The AC/DC adaptor D. The battery

B. The power-management console

A technician is observing a laser jet printer that is jamming. The printer must be repaired immediately as it is in production and cannot be taken down for a long period of time. Which of the following safety precautions must the technician be aware of before repairing the printer? A. The laser will be hot. B. The print fuser will be hot. C. The print spooler can catch any loose clothing. D. The ink carriage might move.

B. The print fuser will be hot.

A customer reports that a laptop starts running for a few minutes before freezing or shutting down. Which of the following is the MOST likely issue? A. The RAM is not seated properly. B. The system is overheating. C. The OS is not installed. D. Additional memory needs to be installed.

B. The system is overheating.

A user reports that print jobs are not printing. After looking at the print queue a technician determines that a print job needs to be deleted to resolve the issue. When the technician tries to delete the job, it will not delete. Which of the following is the MOST likely reason? A. The job must be deleted using the printers front panel. B. The technician does not have the necessary permissions. C. Once a job is submitted to the queue it cannot be removed. D. The user submitted the job as a priority.

B. The technician does not have the necessary permissions.

Which of the following are valid ports for printing over a network? (Select TWO). A. USB 001 B. \\computername\sharename C. SNMP D. IP_ip_address E. IEEE 1394

B. \\computername\sharename D. IP_ip_address

Which of the following locations is common for system files? A. C:\System32\Win B. C:\System\Windows32 C. C:\Win\System32 D. C:\Windows\System32

D. C:\Windows\System32

*A customer reports the new plug and play USB scanner they purchased is not working or detected by their photo editing program on their desktop computer. Which of the following actions will BEST resolve the issue? A. The technician has to turn on plug and play before the scanner will work. B. The technician needs to install the scanner using the instructions provided. C. The technician has to boot, plug in the scanner, and then install the drivers. D. The technician has to use Device Manager to update the drivers and then attach the scanner.

B. The technician needs to install the scanner using the instructions provided.

A user reports that their computer will not boot and is displaying a non-system disk error message. While troubleshooting, the technician verifies that the hard drive is being correctly recognized by the BIOS. Which of the following is the MOST likely cause of the error? A. The hard drive jumpers are configured incorrectly. B. The user has placed a non-bootable floppy diskette into the diskette drive. C. The BIOS must be set to auto-detect the hard drive. D. The hard drive has failed.

B. The user has placed a non-bootable floppy diskette into the diskette drive.

An end user states that they are unable to connect to their home wireless network from their laptop. They were able to connect without a problem the day before, but now they are unable to see the network at all. Which of the following is the MOST likely cause for the problem? A. Recent provider upgrades have changed the wireless specification from 802.11a to 802.11n. B. The wireless network card has been disabled by the hardware switch. C. MAC filtering is preventing the computer from connecting to the network. D. The wireless network is not properly configured.

B. The wireless network card has been disabled by the hardware switch.

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

B. USB C. Network

Which of the following I/O ports has the SLOWEST transfer rate? A. S/PDIF B. USB 1.1 C. IEEE 1394 D. USB 2.0

B. USB 1.1

Which of the following devices would BEST protect the clients equipment from power outages? A. Power strip B. Uninterruptible power supply C. Surge protector D. Grounded outlet

B. Uninterruptible power supply

Which of the following BEST describes SPAM? A. Code that waits for a specific response before activating B. Unsolicited mail that is sent electronically C. Collects user and program information usually for malicious purposes D. Produces unsolicited advertisements via pop-up messages

B. Unsolicited mail that is sent electronically

Which of the following is the BEST reason to use an upgrade over a clean install in Windows XP? A. Upgrade formats the drive B. Upgrade retains user settings C. Applications need to be reinstalled with an upgrade D. Clean install formats the drive

B. Upgrade retains user settings

A technician has been asked to assist with the disposal and recycling of the old computers. Which of the following is a BEST practice to ensure that the companys data is protected? A. Repartition the hard drive. B. Use a low level format. C. Use the format command. D. Use the fdisk command.

B. Use a low level format.

Which of the following Windows XP Control Panel applets could a technician use to change a local workstation password? (Select TWO). A. System B. User Accounts C. Administrative Tools D. Security Center E. Accessibility Options

B. User Accounts C. Administrative Tools

A user states a computer will not completely boot; it just keeps rebooting. Which of the following questions might a technician ask to try and determine the cause? (Select TWO). A. Are you sure the power button is not stuck? B. Was any hardware installed since it last worked? C. Is the power cable on the monitor loose? D. Has the monitor been replaced recently? E. Were there any new software updates done?

B. Was any hardware installed since it last worked? E. Were there any new software updates done?

In which of the following situations would a voltage switch on a power supply need to be changed? A. When putting a PC into long-term storage B. When traveling to other countries C. When troubleshooting power issues D. When installing more powerful components

B. When traveling to other countries

*Which of the following utilities can help prevent viruses and other malware? (Select TWO). A. Windows Event Viewer B. Windows Defender C. CHKDSK D. FilterKeys E. Data Execution Prevention

B. Windows Defender E. Data Execution Prevention

Which of the following operating systems comes with a default application to record TV using a remote? A. Windows Vista Home Basic B. Windows Vista Home Premium C. WindowsVista Business D. Windows XP Professional

B. Windows Vista Home Premium

Starting Windows XP in Safe Mode will cause which of the following to occur? (Select TWO). A. Windows will not save any file changes while is Safe Mode. B. Windows prevents successful boot and logon from updating Last Known Good Configuration. C. Windows XP will scan all drivers and services to make sure they are all approved and safe to run during boot. D. Windows XP starts basic networking to allow for updating of drivers from the Internet. E. Windows XP uses the minimum set of drivers and services to start the GUI.

B. Windows prevents successful boot and logon from updating Last Known Good Configuration. E. Windows XP uses the minimum set of drivers and services to start the GUI.

Which of the following is not a requirement for ACPI to function? A. The BIOS must support ACPI B. YOU must be running Windows 95 or later C. The motherboard must support ACPI D. The processor must support ACPI.

B. YOU must be running Windows 95 or later

Which of the following is not a requirement for ACPI to function? A. The BIOS must support ACPI. B. YOU must be running Windows 95 or later. C. The motherboard must support ACPI. D. The processor must support ACPI

B. YOU must be running Windows 95 or later.

A technician is replacing a motherboard and the client seems nervous and asks if they are going to lose all their data. Which of the following is the BEST response? A. "I am not sure if your data will be lost I will confirm with my manager." B. Your data should be fine. This type of repair will not affect it. C. Well, I am not replacing the hard drive. D. I cannot guarantee that your data will not be lost. I will let you know what happens after the repair.

B. Your data should be fine. This type of repair will not affect it.

The Windows Experience Index is used to determine: A. remaining hard disk storage space. B. a performance value of system components. C. the speed and available bandwidth of Internet connections. D. the reliability and speed of search indexing.

B. a performance value of system components.

**As a best practice, before performing hardware upgrades a technician should: A. archive old drivers. B. check the HCL. C. perform a disk defrag. D. clean each component with an approved cleaning solution.

B. check the HCL.

Multiple users report that the network color printer is not printing in color, but only in monochrome. The technician knows the print server had maintenance done over the weekend that included driver updates. The NEXT action would be to: A. flash the firmware on the printer to match the new driver. B. check the printer properties on the server. C. power cycle the printer to update the driver. D. have each user remove and re-install the printer to update the driver.

B. check the printer properties on the server.

*Which of the following commands opens a utility that will display component driver versions? A. cmd B. dxdiag C. msinfo32 D. msconfig

B. dxdiag

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

B. sigverif

Certificate based security for a network would involve the use of: A. background checks for users. B. smart cards. C. complex user names. D. retinal scans.

B. smart cards.

A technician uses a call logging process in order to: (Select TWO). A. select the appropriate priority level for the issue. B. track the process of the incident. C. identify common issues among multiple users. D. help maintain a balanced workload for the help desk technicians. E. compose a record which allows user authentication.

B. track the process of the incident. C. identify common issues among multiple users.

High-density three and a half floppy diskettes have a formatted capacity of: A. 360KB B. 720KB C. 1.44MB D. 2.88MB

C. 1.44MB

*Which of the following is the default page file size for Windows XP? A. The size equal to the physical memory B. 4095MB C. 1.5 times the physical memory D. 2MB

C. 1.5 times the physical memory

**Which of the following is a class A IP address? A. 192.168.1.1 B. 224.0.0.1 C. 10.0.0.1 D. 172.16.1.1

C. 10.0.0.1

How many devices are supported on a single USB port? A. 32 B. 64 C. 127 D. 128

C. 127

**Which of the following IP addresses is a loopback address? A. 169.254.10.10 B. 192.168.0.1 C. 127.0.0.1 D. 255.255.255.255

C. 127.0.0.1

**Which of the following IP addresses would a technician see if a computer is connected to a network device but is not receiving an IP address from the DHCP server? A. 172.16.10.10 B. 192.168.0.10 C. 169.254.10.10 D. 192.168.10.10

C. 169.254.10.10

Which packaging is used for DDR SDRAM memory? A. 168-pin DIMM B. 72-pin SIMM C. 184-pin DIMM D. RIMM

C. 184-pin DIMM

*To increase security, you decide to use your firewall to block the Telnet protocol. Which port will you need to block to prevent Telnet from being used? A. 21 B. 22 C. 23 D. 24

C. 23

Which of the following below is a valid default subnet mask for a Class A network? A. 255.255.0.0 B. 255.255.0.1 C. 255.0.0.0 D. 255.255.255.0

C. 255.0.0.0

A technician needs to assign a default subnet mask for a class B network to a network device that was just installed. Which of the following would the technician use? A. 224.0.0.1 B. 255.0.0.0 C. 255.255.0.0 D. 255.255.255.0

C. 255.255.0.0

Blu-Ray disks have a storage capacity of: A. 4.7GB. B. 9GB. C. 25GB. D. 650MB.

C. 25GB.

*How many characters are used in a 128-bit WEP encryption key? A. 10 B. 12 C. 26 D. 28

C. 26

A customer reports that while attempting to print a document it seems to queue up fine, but the printer does not print the job. Which of the following may be the cause? A. Outdated or corrupt print driver. B. The application used to create the document is incompatible with the printer. C. A print job is waiting in the print queue. D. Printer configuration is incorrect.

C. A print job is waiting in the print queue.

Which of the following is an example of when a VPN should be used? A. A remote user updating the antivirus software on their notebook computer. B. A kiosk in a department store that looks up information in their online catalog. C. A remote salesman must transfer contract data to the corporate office. D. A user checking their personal email at an office.

C. A remote salesman must transfer contract data to the corporate office.

Which of the following BEST describes the differences between a switch and a router? A. A router broadcasts all data packets that are sent on the network, and a switch transmits data directly to the device. B. A switch interconnects one or more networks, where a router interconnects devices on a network. C. A switch interconnects devices on the same network to be able to communicate, where a router interconnects one or more networks. D. A switch broadcasts all data packets that are sent on the network, and a router transmits data directly to the device.

C. A switch interconnects devices on the same network to be able to communicate, where a router interconnects one or more networks.

All of the following are Windows file-related problems except_________ A. System files not found B. Configuration file issues C. AUTO EXEC.BAT issues D. Swap file issues OE- Boot file issues

C. AUTO EXEC.BAT issues

*A user has a network laser printer that is printing constantly. The user has tried power cycling the printer. Which of the following should the technician recommend that the user do FIRST? A. Restart the spooler service. B. Reboot the computer. C. Access the print queue and pause all print jobs. D. Purchase a new USB cable.

C. Access the print queue and pause all print jobs.

A technician must come up with a solution to control multiple computers with a single monitor. Which of the following is the BEST solution? A. Add an infrared connection to all computers. B. Add a USB hub to each computer. C. Add a KVM switch to thetechnicians computer. D. Add a Bluetooth connection to all computers.

C. Add a KVM switch to thetechnicians computer.

Which of the following should be done FIRST if a printer fails to print very large documents but prints smaller documents without issue? A. Replace communications cable. B. Check to the correct type of paper is being used. C. Add additional memory to the printer. D. Change the toner cartridges.

C. Add additional memory to the printer.

*Which of the following should be configured on a shared Windows XP Professional system to ensure that each user's data is secure? (Select TWO). A. Disable the Switching Users setting within the Change the way users log on or off in the Control Panel User Account applet. B. Use the File Encryption settings in the Advanced Settings of Properties for the respective user's data folder. C. Add multiple users in the Control Panel User Account applet. D. Use NTFS security to secure the data files. E. Use the Security Center Control Panel Applet to secure resources on the shared system.

C. Add multiple users in the Control Panel User Account applet. D. Use NTFS security to secure the data files.

Which of the following definitions below BEST describes System Restore? A. Allows the operating system to be backed up with immunity to virus activity B. Allows the operating system to assigns dates so that user data files are backed up C. Allows the operating system to be rolled back to a previous point in time D. Allows all data on the hard drive to be rolled back to a previous point in time

C. Allows the operating system to be rolled back to a previous point in time

Which of the following is a best practice to create during an OS installation? A. A complete back up of the hard drive. B. An established recovery point. C. An emergency recovery disk (ERD). D. A record of the ADMIN passwords.

C. An emergency recovery disk (ERD).

Which of the following tools can protect a workstation against ESD? (Select TWO). A. Thermal transfer compound B. GrounD.fault isolation outlet C. Anti-static wrist strap D. Anti-static mat E. Anti-magnetic screwdrivers F. UPS

C. Anti-static wrist strap D. Anti-static mat

*A customer states that the computer is making a loud noise. Which of the following should the technician do FIRST upon arrival at the customer site? A. Run some preliminary diagnostics tests to narrow the scope of the noise and then ask the customer about any changes made to the system. B. Ask the customer closed ended questions to help narrow the symptoms down and help the customer feel at ease with the technical jargon. C. Ask the customer detailed questions to narrow down the problem then restate the problem back to the customer to verify. D. Call another technician who has worked with this customer in the past and inquire about any prior issues.

C. Ask the customer detailed questions to narrow down the problem then restate the problem back to the customer to verify.

A technician is called back to a customers desk due to a reoccurring loss of the monitor display. The report from the previous technician indicates the monitor was replaced with a new monitor of the same model. Which of the following would be the NEXT troubleshooting step? A. Check to see if the monitor and computer are powered by a UPS. B. Update or reinstall the display driver. C. Ask the customer what is occurring when the display is lost. D. Unplug and then re-connect all cabling to the components.

C. Ask the customer what is occurring when the display is lost.

*Which of the following are examples of common techniques used in social engineering? (Select TWO). A. Requesting public information B. Insulting the subject to motivate a response C. Assuming a position of authority D. Asking passive aggressive questions E. Flattery

C. Assuming a position of authority E. Flattery

*A customer reports that their laptop keyboard does not work. Which of the following is the NEXT step in the troubleshooting process? A. Update the keyboard drivers. B. Re-install the OS. C. Attach an external keyboard. D. Press ctrl + alt + delete on the keyboard.

C. Attach an external keyboard.

Which of the following password, once setup, is necessary to be entered before booting into the operating system? A. POST B. User Accounts C. BIOS D. LDAP

C. BIOS

A customer has attached a laptop to a portable projector. Each time the customer closes the laptop the computer goes into standby. Which of the following should the technician do to solve this issue? A. Press the function key and then configure the projector settings. B. Change the power settings on the projector. C. Change the power settings in power management. D. Change the computer from a laptop to a desktop.

C. Change the power settings in power management.

A customer wants to use their laptop at a local hotspot that they have successfully used before; however they are not receiving any Wi-Fi signals. Which of the following should you try FIRST? A. Suggest the computer be moved around. B. Ask if they have a modem. C. Check that the Wi-Fi adapter is enabled. D. Ask for model number.

C. Check that the Wi-Fi adapter is enabled.

A customer wants to use their laptop at a local hotspot that they have successfully used before; however, they are not receiving any WiFi signals. Which of the following should the technician do? A. Suggest they move computer around. B. Check to see if the NIC is functioning. C. Check thatWiFi is enabled. D. Ask if they have a modem.

C. Check thatWiFi is enabled.

The customer notes the computer randomly repeats letters or characters that are not being entered when the key is pressed. Which of the following would be the NEXT evaluation step? A. Boot to BIOS/setup and confirm the hardware settings are correct. B. Check the power connections to the equipment and see if there is a surge protector in use. C. Check the work area and keyboard for foreign substances. D. Replace the PS2 keyboard with a USB keyboard and try again.

C. Check the work area and keyboard for foreign substances.

**Which of the following is the correct class address for an IP address of 194.168.10.25? A. Class A B. Class B C. Class C D. Class D

C. Class C

The IP address: 192.168.0.10 is an example of which of the following address classes? A. Class A B. Class B C. Class C D. Class D

C. Class C

Which of the following network classes exists if a hosts IP address is 192.168.1.1? A. Class A B. Class B C. Class C D. Class D

C. Class C

Which of the following network classes exists if the default subnet mask is 255.255.255.0? A. Class A B. Class B C. Class C D. Class D

C. Class C

When attempting to boot-up, a PC displays MISSING NTLDR. Which of the following is the FIRST procedure that a technician should carryout to correct this error? A. Install Windows Updates. B. Remove any incompatible hardware. C. Clear any removable disks from all drives and start-up PC. D. Disable plug and play in the BIOS.

C. Clear any removable disks from all drives and start-up PC.

Which of the following cable types uses a BNC? A. Fiber B. CAT6 C. Coaxial D. UTP

C. Coaxial

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

C. Connects multiple computers to one monitor, keyboard, and mouse.

A technician is called in to repair a 2.4GHz wireless access point that drops connections. Which of the following would MOST likely cause the connection drops? A. The access point is next to a speaker B. Electrostatic Discharge (ESD) C. Cordless phones D. Incandescent lighting

C. Cordless phones

The Point-to-Point Protocol over Ethernet (PPPoE) is a network protocol for encapsulating Point-to-Point Protocol (PPP) frames inside Ethernet frames. Refer to the following Internet connectivity methods, which one provides digital data transmission over the wires of a local telephone network and uses protocols such as PPPoE? A. Cable B. Satellite C. DSL D. Dial-up

C. DSL

Which of the following Internet connectivity methods MOST commonly uses the PPPoE authentication method? A. Dial-up B. Cable C. DSL D. Satellite

C. DSL

**Which of the following is a benefit of using STP cable? A. Increased RFI B. Decreased ESD C. Decreased EMI D. Increased transfer rate

C. Decreased EMI

Which of the following settings helps remove discoloration in a CRT monitor due to magnetism? A. Auto Alignment B. Resolution C. Degauss D. Refresh Rate

C. Degauss

Which of the following paths can be used to upgrade the drivers for a network interface card (NIC)? A. My Computer > Properties > Hardware tab > Windows Update B. Control Panel > Network Connections > Tools > Drivers C. Device Manager > Network adapters > Properties > Driver tab D. My Network Places > Tools > Drivers > Update Driver

C. Device Manager > Network adapters > Properties > Driver tab

*The technician has confirmed through their testing, the video card is failing. Which of the following is the NEXT step to take? A. Install an on hand video card and show the customer it is repaired. B. Establish the probable cause of the card failure for the customer. C. Discuss options acceptable to the customer to address the issue. D. Question the customer on any changes made to the computer before installing the video card.

C. Discuss options acceptable to the customer to address the issue.

Where can a technician configure multiple monitor displays in Windows Vista? A. Control Panel>Configuring Desktop B. Control Panel>Services C. Display Settings>Advanced Settings D. Display Settings>Resolution

C. Display Settings>Advanced Settings

Which of the following is the purpose of heatsinks? A. Prevents motherboards temperature from getting to low B. Cools the power supply C. Dissipates heat from the chips D. Prevents the monitor from overheating

C. Dissipates heat from the chips

A technician has replaced an incompatible driver with one that is compatible. Which of the following is the LAST step that should be performed? A. Cycle the power to ensure that thent driver works. B. Establish a theory of probable causes of the incompatible driver. C. Document findings, actions and outcomes. D. Escalate the problem to the next tier support.

C. Document findings, actions and outcomes.

Which of the following transmission types allows for a NIC to send and receive data simultaneously? A. Half duplex B. Port mirroring C. Full duplex D. Port forwarding

C. Full duplex

*A technician has completed the repair of a problem on a PC. Which of the following is the NEXT step to take? A. Inform the customer of the steps taken during the repair and continue to the next service call. B. Document the solution, share this with the customer and take any preventative measures. C. Document the entire event, share this with the customer and take steps to minimize the reoccurrence. D. Document the core actions and inform the customer the repair has been completed.

C. Document the entire event, share this with the customer and take steps to minimize the reoccurrence.

How can a user delete an active print job when using Windows XP? A. Double click theprinters icon, right click on the print job and select properties. B. Double click theprinters icon, right click on the print job and select resume. C. Double click theprinters icon, right click on the print job and select cancel. D. Double click theprinters icon, right click on the print job and select restart.

C. Double click theprinters icon, right click on the print job and select cancel.

After installing a new piece of hardware with the hardware CD, a user is reporting system crashes and performance loss. Which of the following would be the FIRST step in resolving this issue? A. Try installing the device to a different port or slot. B. Disable the device in Device Manager. C. Download and install updated drivers for the device. D. Contact the vendor for an RMA.

C. Download and install updated drivers for the device.

Which of the following memory types is able to correct memory errors? A. Dual channel B. Non-ECC C. ECC D. Non-parity

C. ECC

A mandatory update is going to be released to the users on the network that will reboot the workstations during lunch hours. Which of the following would be the BEST way to communicate the mandatory update to the users? A. Post notices around the building. B. Stop the mandatory update. C. Email the users about the update. D. Install the update without notice.

C. Email the users about the update.

*A user calls with a concern about network performance, which of the following would be the FIRST step to evaluate this issue? A. Make sure the network cable is seated properly in the users computer. B. Check to see if the network cables were terminated properly. C. Ensure that shielded cable was used for the network. D. Make sure that the network cable is not touching any other cables.

C. Ensure that shielded cable was used for the network.

A user reports that their DVD.ROM is not reading a disc. Which of the following is the FIRST step to take to resolve this issue? A. Make sure that the disc is a DVD and not a CD. B. Check to see if the BIOS registered the drive. C. Ensure that the device is working in Device Manager. D. Check to see if the CD.ROM has compatible hardware.

C. Ensure that the device is working in Device Manager.

A computer is being sold over the Internet. Which of the following steps should be taken to ensure that none of the original hard drive data is given to the buyer? A. Pass all computer components near a large magnet. B. Run FDISK on the hard drive. C. Erase the hard drive using a disk wiping program. D. Reformat the hard drive to a clean state using the format command.

C. Erase the hard drive using a disk wiping program.

While troubleshooting a computer problem, a technician has determined what has caused the problem. Which of the following should be the technicians NEXT troubleshooting step? A. Document findings, actions and outcomes. B. Ask the user opened ended questions to see if they agree with the cause. C. Establish a plan of action and implement the solution. D. Verify full system functionality.

C. Establish a plan of action and implement the solution.

After the technician has evaluated the notebook, they determine that the hard drive has failed. The customer states they have important documents and photos on the drive which cannot be replaced. Which of the following options is the BEST course of action? A. Immediately replace the hard drive with a new, larger model, explaining to the user the unit will be restored as quickly as possible, but the data is gone. B. Document on the service record the steps the technician took to evaluate the drive, in case the customer decides to sue for loss of data. C. Explain to the customer in non-technical terms, what has happened to the drive and explain the options available, such as a data recovery service. D. Explain to the customer that the technician can replace the controller for the IDE hard drive and should be able to recover the information.

C. Explain to the customer in non-technical terms, what has happened to the drive and explain the options available, such as a data recovery service.

There is excessive heat near the back of a computer. Which of the following should be checked? A. Hard drive location in the computer. B. Remove unneeded external components. C. Failed fan in the power supply. D. CPUheatsink seated properly

C. Failed fan in the power supply.

Which of the following transmission mediums has the GREATEST speed? A. DSL B. Cable C. Fiber D. Satellite

C. Fiber

A technician receives a call from a client requesting that a faster CPU be installed into their PC. The technician has determined this can be done, but the motherboard needs an update. Which of the following must the technician update? A. Operating system B. Memory C. Firmware D. Chipset

C. Firmware

Which of the following drives is not susceptible to damage typically caused by strong vibration or rough handling? A. USB hard drive B. IDE drive C. Flash drive D. SATA drive

C. Flash drive

An IT service provider receives laptops from many different customers. When is it appropriate to make copies of a customers confidential data? A. It is never appropriate to copy acustomers data. B. It is not appropriate unless the content is public knowledge. C. For backup purposes and with the customers permission. D. For backup purposes and if the technician deems it necessary.

C. For backup purposes and with the customers permission.

When a job fails to print, where would a technician go in Windows to print out a test page? A. From theprinters drivers B. Manually on the printer C. From the printer properties page D. From the administrative tools applet

C. From the printer properties page

In a Windows machine, which of the following locations can a programs executable file be typed in and launched from? A. From the system configuration utility B. From the MMC snap-in C. From the start command window D. From Administrator tools in the control panel

C. From the start command window

You are administering a system that has been locked down for security reasons. You notice that among all of the other ports, port 443 and port 80 have been disabled. What services are associated with these ports? (Choose two.) A. Telnet B. FTP C. HTTP D. HTTPS

C. HTTP D. HTTPS

Which of the following can be upgraded on a laser printer? (Select TWO). A. Pickup roller assembly B. Fuser assembly C. Hard drive D. RAM E. Corona wire

C. Hard drive D. RAM

An end user reports that they hear a clicking noise that becomes more frequent when they save files. Which of the following is the MOST likely cause of the noise? A. Power supply warming or cooling B. Error correcting memory making data adjustments C. Hard drive is failing D. System fan is rubbing against the fans housing

C. Hard drive is failing

A user reports a Non-system disk error in a computer after a brief power outage at work. Which of the following is the FIRST step the technician should take? A. Run a check disk operation on the hard drive. B. Boot into BIOS and check the hard drive status. C. Have the user check external drives for media. D. Have the user power off for five minutes then restart the system.

C. Have the user check external drives for media.

While a customer is describing a problem to a technician, the technician knows what the solution is. However, the customer is not done describing all their symptoms. Which of the following would be the MOST appropriate action of the technician to take? A. The technician should ask the customer to repeat the problem several times so they can verify all of the facts. B. Wait until the customer is finished thenrefer them to a website so they can find the resolution and implement any preventative techniques so the problem does not appear again. C. Hear what the customer has to say without interrupting if it will not take an excessive amount of time. D. Politely tell the customer that the solution is known and that no other symptoms need to be discussed.

C. Hear what the customer has to say without interrupting if it will not take an excessive amount of time.

Which of the following BEST describes how a thermal transfer printer works? A. Toner sticks to photo conductive areas on a drum. B. Small wires impact and squeeze ink from a ribbon. C. Heat from the print head transfers an image onto the paper. D. Heat from the print head boils a water-based ink.

C. Heat from the print head transfers an image onto the paper.

Which of the following components should be in contact with thermal compound? (Select TWO). A. Motherboard B. Fan C. Heatsink D. CPU E. Capacitors

C. Heatsink D. CPU

!!Which of the following technologies allows a single processor to handle two sets of processing instructions at the same time? A. Dual independent bus architecture B. DDR2 RAM C. Hyperthreading D. MMX technology

C. Hyperthreading

Which of the following features allows a single CPU to be reported to the operating system as two CPUs? A. Dual Inline Package (DIP) B. L2 cache C. Hyperthreading D. 64-bit

C. Hyperthreading

*A technician has just finished doing a repair and the client wants to know what repairs were performed. Which of the following is the BEST response? A. "I replaced some of the computer parts and now it is functional." B. "Here is all my documentation for the repairs, please read it and then get back to me with any questions." C. I replaced the motherboard, which is the main circuit board for the PC. D. "The memory controller was interpreting several addressed incorrectly so I replaced the DIMM."

C. I replaced the motherboard, which is the main circuit board for the PC.

*Which of the following would be required to capture video from a digital camcorder? A. Serial B. eSATA C. IEEE 1394 D. 802.11b

C. IEEE 1394

Which of the following printers use a carbon film or inked ribbon to print? A. Laser B. Ink jet C. Impact D. Thermal

C. Impact

A technician is working on a computer with periodic shutdown problems. It has been in service for four years and is located in a copier room. Which of the following is MOST likely causing the shutdown issues? A. Power supply to the room is not great enough for both the copy machine and the computer. B. Power supply on the computer is going bad. C. Improper ventilation from dust buildup inside the computer. D. Electromagnetic interference due to the copy machine in the room.

C. Improper ventilation from dust buildup inside the computer

Which of the following are benefits from an active cooling system? (Select TWO). A. Increase system security B. Utilize less memory C. Increased performance D. Increased network speed E. Longer chip life

C. Increased performance E. Longer chip life

A technician notices that a group of users are continuously searching their computers for the same files. Which of the following would BEST assist their searches? A. Chkdsk B. Defrag C. Indexing D. Scandisk

C. Indexing

Which of the following wireless communication types works at short distances and operates by line of sight? A. 802.11a B. Bluetooth C. Infrared D. Cellular

C. Infrared

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

C. Install a UPS in the office

A client reports that after setting up a home WLAN they can only access the network from the first floor. The client would like to access the network from outside the home and on the top floor. Which of the following would the technician recommend for the client? A. Install a wireless modem. B. Set the SSID code on the laptop. C. Install an access point. D. Enable DHCP on the laptop.

C. Install an access point.

Which of the following should be performed FIRST before accessing the Internet? A. Encrypt all local data files. B. Configure biometric authentication. C. Install anti-virus software. D. Setup user profiles.

C. Install anti-virus software.

Which of the following would be the BEST way to improve airflow inside a computer? A. Remove unneeded fans. B. Install a liquid cooling solution. C. Install round IDE cabling. D. Replace the side panels with mesh wires.

C. Install round IDE cabling.

Which of the following ports are commonly used for outgoing email? A. NNTP B. TELNET C. SMTP D. HTTP

C. SMTP

Which of the following is a characteristic of solid state drives? A. Built-in encryption standards B. Larger capacity than traditional magnetic drives C. Lack of drive heads and platters D. Higher data integrity

C. Lack of drive heads and platters

A technician is unable to log into a users computer after installing new hardware. Which of the following Advanced Startup options would BEST resolve this issue? A. Debugging Mode B. Active Directory Restore Mode C. Last Known Good Configuration D. Disable Automatic Restart

C. Last Known Good Configuration

An external hard drive installation has caused a system to crash. Which of the following would be the BEST startup selection? A. Debugging Mode B. Safe Mode with Command Prompt C. Last Known Good Configuration D. Active Directory Restore Mode

C. Last Known Good Configuration

*Which of the following battery types are used in MOST laptops? A. Nickel Metal-Hydride B. Alkaline C. Lithium Ion D. Nickel Cadmium

C. Lithium Ion

A technician is examining a laptop that is booting up but not showing the laptop display. When the technician plugs in an external monitor the display shows on the monitor but still not on the laptop display. Which of the following should the technician do FIRST to resolve this issue? A. Replace the video card inside the laptop. B. Replace the LCD inverter. C. Make sure the laptop display is enabled. D. Make sure the OS has the latest video drivers installed.

C. Make sure the laptop display is enabled.

Which of the following is used to rate desktop power supplies? A. Maximum input voltage B. Maximum resistance C. Maximum output wattage D. Maximum output consumption

C. Maximum output wattage

!!*Which of the following devices converts digital to analog signals for communication between two different networks? A. Router B. DSU C. Modem D. CSU

C. Modem

*What is the name of the power connector that is larger than the connector used for floppy diskette drives and that is commonly used with PATA drives? A. AT system connector B. Berg C. Molex D. ATX system connector

C. Molex

Which of the following is an advantage of upgrading to a 64-bit version of Windows? A. A greater number of dynamic disks or disks larger than 1 TB can be supported. B. Multiple applications running in 16-bit compatibility mode are supported. C. More than 4GB of RAM, in some cases up to 128GB of RAM can be supported. D. A new anti-virus protection scheme called Data Execution Prevention is supported.

C. More than 4GB of RAM, in some cases up to 128GB of RAM can be supported.

*The Taskbar can be increased in size by A. Right-clicking the mouse and dragging the Taskbar to make it bigger B. Left-clicking the mouse and double-clicking the Taskbar C. Moving the mouse pointer to the top of the Taskbar, pausing until the pointer turns into a double-headed arrow, and then clicking and dragging D. Highlighting the Taskbar and double-clicking in the center

C. Moving the mouse pointer to the top of the Taskbar, pausing until the pointer turns into a double-headed arrow, and then clicking and dragging

Which of the following places would a technician look to view the local drives? A. My Network Places B. Control Panel C. My Computer D. Task Bar

C. My Computer

A technician needs to configure Windows XP computers with the file system that will allow the addition of secure files to all users desktops. Which of the following file systems should the technician select? A. FAT16 B. HPFS C. NTFS D. FAT32

C. NTFS

The preferred file system for use with all Windows operating systems starting at Windows 2000 is: A. HPFS. B. CDFS. C. NTFS. D. FAT32.

C. NTFS.

Which of the following is a difference between a local printer and a network printer? A. A local printer has a small footprint and cost less money than a network printer that has a large footprint. B. Local printers are situated in a common area shared by one department in the same office while network printers are always installed in enterprise environments where there are several offices in different buildings sharing the device. C. Network printers can be connected directly to a network while a local printer is connected directly to ausers computer. D. A maximum of two computers can share a local printer verses unlimited users can share a network printer.

C. Network printers can be connected directly to a network while a local printer is connected directly to a users computer.

Which of the following configurations would BEST allow sensitive data to be stored on the same hard drive as the operating system, while protecting the data from the operating system related issues? A. Partition the drive into two physical drives making C: the OS and D: the data. B. Encrypt the sensitive data so that it cannot be read without a key. C. Partition the drive into two logical drives, making C: the OS and D: the data. D. Hide the sensitive data from casual view using folder Properties - Attributes.

C. Partition the drive into two logical drives, making C: the OS and D: the data.

A user in a SOHO is having problems with a software application. The technician has validated the problem and suspects that the application needs to be reinstalled. Which of the following is the NEXT step that the technician should take? A. Establish a theory of probable cause. B. Establish a plan of action to resolve the problem. C. Perform a backup before making any changes. D. Document all issues, findings and solutions.

C. Perform a backup before making any changes.

A workstation has been experiencing intermittent system problems. The user described the problems as: occasional rebooting, overheating, electric shock felt on computer case, and the hard drive stops working. Which of the following is the cause? A. Processor is going bad B. RAM module is faulty C. Power supply D. UPS not working properly

C. Power supply

A Windows XP computer consistently shows no printers installed under the Printers & Faxes area and an error referring to a service failure displays on each restart. Which of the following Windows services is not starting during boot? A. Computer Browser B. Add Hardware Wizard C. Print Spooler D. IPSec Services

C. Print Spooler

A print job fails to leave the queue. Which of the following services may need to be restarted? A. Printer Driver B. Windows Spool Service C. Print Spooler D. NIC driver

C. Print Spooler

Which of the following protocols uses port 110 by default? A. FTP B. HTTPS C. SMTP D. POP

C. SMTP

A remote user cannot locate a printer connected to a host computer in a workgroup. Which of the following is the MOST likely cause? A. Simple file sharing has not been enabled on the host computer. B. The print drivers have not been installed on theusers remote computer. C. Print sharing has not been enabled on the host computer. D. The shared printer is not compatible with the host computers operating system.

C. Print sharing has not been enabled on the host computer.

*A company customer calls in because the keyboard on their newly issued laptop is not working right. The customer had the laptop working properly all day in a docking station setting, but is now attempting to use the laptop's embedded keyboard. Which of the following is the NEXT action to take? A. Have the customerrestart the computer to reset the keyboard for the customers profile. B. Question the customer to find if they used suspend instead of shutting down the computer when they left the office. C. Question the customer to determine if they are using the embedded keyboard for the first time. D. Check the keyboard drivers in Device Manager and reload if out of date.

C. Question the customer to determine if they are using the embedded keyboard for the first time.

**Which of the following uses multiple disks to create one functional drive with PARITY SPANNING all the disks? A. RAID 0 B. RAID 1 C. RAID 5 D. RAID 10

C. RAID 5

Which of the following RAID arrays does stripping with parity? A. RAID 0 B. RAID 1 C. RAID 5 D. RAID 10

C. RAID 5

Which of the following protocols are commonly used for Windows Remote Desktop? A. NTP B. PPTP C. RDP D. LDAP

C. RDP

Which of the following connector types is used with twisted pair cable? A. T-Connector B. BNC C. RJ-45 D. LC

C. RJ-45

*The technician has arrived at an angry corporate users desk to find a bluescreen, and an error message of a corrupted file. As the technician begins to evaluate the situation, the customer demands the computer be replaced immediately. The customer would like another computer so they can make their presentation that is due in an hour. Which of the following is the BEST course of action? A. Shut down the computer, explain to the user the computer will be taken to the shop to be repaired and will be returned when it is completed. B. Work quickly, using the various OS options available, to boot the computer and retrieve the users data to a shared network drive. C. Remain calm and positive, explaining to the user the data may not be retrievable within the hour to set a reasonable expectation. D. After listening to the user, explain with authority, the hard drive has failed and the data cannot be retrieved within the hour.

C. Remain calm and positive, explaining to the user the data may not be retrievable within the hour to set a reasonable expectation.

After installing a new SATA hard drive the technician notices the drive is hot to the touch and is giving off a slight odor. Which of the following should the technician do? A. Install a larger fan near the hard drive to cool the system. B. Clean the drive with compressed air and continue to use it. C. Remove and replace the drive. D. Apply more thermal compound and reseat the drive.

C. Remove and replace the drive.

Which of the following preventive maintenance techniques should be performed when opening a computer for repair or upgrade? A. Check for and remove outdated components. B. Replace all cooling fans with new ones. C. Remove excessive dust and loose items. D. Cover the extra power plugs not being used with electrical tape.

C. Remove excessive dust and loose items.

Which of the following will BEST ensure data is removed before recycling a PC? A. Remove the memory and destroy it. B. Reformat the hard drive to a clean state using the format command. C. Remove the hard drive and destroy it. D. Run a large magnet over the top of the hard drive several times.

C. Remove the hard drive and destroy it.

A user reports that their laptop has frozen up and will not shut down or log off. The technician removed the external power adapter and held the power button down for ten seconds but the problem still exists. Which of the following should the technician do NEXT? A. Remove the CMOS battery. B. Disconnect all external devices. C. Remove the internal main battery. D. Wait until the main battery is exhausted and then remove.

C. Remove the internal main battery.

*A technician goes to a client site where there are some language barrier issues. Which of the following is the BEST method to overcome the issues at hand? A. Get a language to language conversion dictionary to help understand what is being said. B. Ask to get an interpreter to assist in the language barrier. C. Restate the issues to the customer for validation. D. Inform the client the service must be rescheduled with a different technician.

C. Restate the issues to the customer for validation.

Which of the following can be used to print a test page? A. Start > Control Panel > System B. Right-click My Computer then select Manage C. Right-click on the printers icon and select Properties D. Start > Control Panel > Printer icon

C. Right-click on the printers icon and select Properties

Which of the following components is used to connect expansion boards to the motherboard? A. PS/2 B. NIC C. Riser card D. Chipset

C. Riser card

A user has changed something on their workstation that is affecting the operability of the OS. Which of the following actions should the technician perform FIRST? A. Load a full backup onto the workstation. B. Restore all files from a storage device. C. Roll back to a previous restore point. D. Prepare system for automated system recovery (ASR).

C. Roll back to a previous restore point.

Which of the following could be defined as "determining the underlying reason that a problem occurs in order to prevent similar problems in the future"? A. Efficiency tracking. B. Issue prevention. C. Root cause analysis. D. Problem analysis.

C. Root cause analysis.

Which of the following network devices interconnects networks together? A. Switch B. Hub C. Router D. Modem

C. Router

A user reports that the print jobs from a color inkjet printer appear fuzzy. Which of the following options would BEST help troubleshoot the problem? A. Power cycle the printer. B. Send a test page to the printer. C. Run an alignment page. D. Replace all of the print cartridges.

C. Run an alignment page.

*Which of the following sleep modes is also known as Standby? A. S1 B. S2 C. S3 D. S4

C. S3

A user states that the print server needs to be reset because they have been unable to print and can see a number of documents pending when looking at the printer in control panel. The technician notices that the real solution is to clear a paper jam in the printer. Which of the following is the BEST response for the technician to give the user? A. Thank the user for their assistance with the problem; however, their solution did not work and inform the user that the company has personnel working on the problem. B. Thank the user for their concern ask the user open ended questions to see what they think is the problem. C. Tell the user that there are indeed print jobs piling up but that the printer has a paper jam and a technician is in the process of repairing the issue. D. Fix the paper jam and then give the user some reference material so they can research preventative techniques and be more involved in the troubleshooting process.

C. Tell the user that there are indeed print jobs piling up but that the printer has a paper jam and a technician is in the process of repairing the issue.

A user has asked for a technician to update the device drivers for their modem on a Windows XP system. The technician has the correct, updated drivers, but is unable to successfully install the drivers. Which of the following would be the MOST likely cause of the problem? A. The high encryption package is not installed. B. The modem is not functioning properly. C. The account does not have permission to install drivers. D. The modem is not recognized in Device Manager.

C. The account does not have permission to install drivers.

Which of the following may cause a customer to experience excessive heat in a laptop? A. The processor is improperly seated due to bent pins. B. Insufficient memory for the OS. C. The airflow is blocked. D. Excessive internal display brightness is set.

C. The airflow is blocked.

Which of the following BEST describes L1 cache? A. The largest cache that resides at the chip level. B. The largest cache that resides outside the chip level. C. The fastest cache that resides at the chip level. D. The fastest cache that resides outside the chip level.

C. The fastest cache that resides at the chip level.

A user reports that they have connected an external monitor to their laptop but the monitor is not displaying anything. Which of the following is the MOST likely cause? A. The laptop BIOS was not updated to support external video. B. The video cable connecting the monitor is loose. C. The function key was not pressed to toggle the video output. D. The monitor and laptop video cards are incompatible.

C. The function key was not pressed to toggle the video output.

A customer has purchased a laptop with a docking station. The customer reports they cannot power on their laptop while the laptop is in the docking station even though the docking station power light is on. The customer can power up the laptop when using the power cord without the docking station. Which of the following is MOST likely causing this? A. The laptop battery is defective and needs to be replaced. B. The customer is using the laptop power button instead of the docking station power button. C. The laptop power cord is being used instead of the docking station power cord. D. The laptop has an electrical short in the power supply.

C. The laptop power cord is being used instead of the docking station power cord.

A user is unable to connect to the network via Ethernet while using their laptop on battery power. If they connect the AC adapter, they can connect to the network. Which of the following is the MOST likely cause? A. The laptops NIC needs updated drivers. B. The laptop is not receiving enough power from the battery so a second battery should be installed. C. The power management settings on their laptop are set to disable the internal NIC. D. The laptop is not receiving enough power from the battery so the battery should be replaced.

C. The power management settings on their laptop are set to disable the internal NIC.

A customer states that they are no longer able to print to their color network printer. The customer was able to print and then left on vacation. Since returning the customer is only able to print to the black and white printer. Everyone else is able to print to the color printer without a problem. Which of the following is the MOST likely cause for the customers issue? A. The customers permissions have changed and needs to be an administrator to print color. B. The DHCP service needs to be restarted on the client computer. C. The printer address has changed and the customer needs to remap their printer. D. The print spooler service needs to be restarted on the client computer.

C. The printer address has changed and the customer needs to remap their printer.

A user reports that the output from an inkjet printer is missing some of the finer details of the print jobs being sent to it. A technician looks at a document and observes that the text appears to be consistent in color across the entire document. Which of the following is the MOST likely cause of the missing detail? A. Some of the inkjets are clogged in the cartridge. B. This printer is not capable of printing such fine details select another type of printer. C. The printer is set in draft mode in the printer properties. D. The printer does not support the font on the document.

C. The printer is set in draft mode in the printer properties.

A customer reports that a printer is printing blank pages. Which of the following is the solution? A. The fuser unit is defective. B. The pick-up roller is defective. C. The toner cartridge is defective. D. The feed roller is defective.

C. The toner cartridge is defective.

Which of the following is the purpose of thermal compound? A. To provide insulation around the processor. B. To prevent memory vibration caused by the heat sink fan. C. To provide thermal transfer from the CPU to the heat sink. D. To protect the CPU from direct contact with the heat sink.

C. To provide thermal transfer from the CPU to theheatsink.

*A laser printer uses which of the following consumables? A. Fuser B. Ribbon C. Toner D. Liquid ink

C. Toner

Which of the following input devices requires calibration before use? A. KVM B. Keyboard C. Touch screen D. Touch pad

C. Touch screen

Which tool can be used to test connectivity and see the path taken to reach another host? A. Ping B. Ipconfig C. Tracert D. Nslookup

C. Tracert

**Which of the following IP addresses is a class B address? A. 92.25.16.128 B. 192.168.1.1 C. 201.29.253.9 D. 129.254.18.10

D. 129.254.18.10

Which of the following is the maximum speed at which a standard CD.ROM can be read? A. 24x B. 32x C. 48x D. 52x

D. 52x

A user calls to report a completely blank screen on their PC. The technician on call determines that the PC is powered on and is not in standby mode. Which of the following steps should the technician recommend the user take in order to resolve the problem? A. Check the video cable from the monitor to the PC; reseat the video card; try turning the monitor on/off. B. Reseat the video card; try turning the monitor on/off; check the power cable on the monitor. C. Turn the monitor on/off; check the power cable on the monitor; check the video cable from the monitor to the PC. D. Turn the monitor on/off; reseat the video card in the PC; check the video cable from the monitor to the PC.

C. Turn the monitor on/off; check the power cable on the monitor; check the video cable from the monitor to the PC.

Which of the following is a type of solid state drive? A. IDE hard drive B. DVD.ROM drive C. USB thumb drive D. SCSI hard drive

C. USB thumb drive

A user reports that when they attach an external monitor to their laptop, instead of seeing their desktop they only see their background graphic. Which of the following will correct this problem? A. Adjust the refresh rate of the display to 72 Hertz. B. Toggle the function key for the video display. C. Uncheck Extend my Windows Desktop in the Display Properties. D. Change the display resolution to a lower setting.

C. Uncheck Extend my Windows Desktop in the Display Properties.

*Which of the following is the proper technique for cleaning the inside of a desktop computer with a can of compressed air? A. Leave the unit powered up so that any issues with cleaning can be immediately realized. B. Unplug the power cable, remove all the components inside the case and spray each one separately. C. Unplug the power cable, remove the cover, hold the can upright and spray. D. Unplug the power cable, remove the cover, remove all components, hold the can upside down and spray.

C. Unplug the power cable, remove the cover, hold the can upright and spray.

*The technician has already narrowed down the problem and developed a plan. Which of the following troubleshooting steps is NEXT? A. Establish a theory of probable cause. B. Document findings, actions, and outcomes. C. Verify full system functionality. D. Test the theory to determine cause.

C. Verify full system functionality.

*A customer reports that a computer can no longer print. The customer works at a company where the users all print to networked printers. Which of the following is the BEST approach the technician should take? A. Redirect the customer to another printer if available, and begin running diagnostics on the printer. B. Ask the customer which printer the customer prints to, turn the printer off and on, run a self-test, run a print engine test, and then attempt to print from the computer. C. Verify which printer the customer prints to, ensure the device is still online, is setup as the default printer, and verify the correct tray is being selected before printing. D. Reinstall the printer drivers, turn the printer off and on, and send a print job.

C. Verify which printer the customer prints to, ensure the device is still online, is setup as the default printer, and verify the correct tray is being selected before printing.

Which of the following contains the settings to change the size of the paging file? A. Task Manager B. Device Manager C. Virtual Memory D. Hardware Profiles

C. Virtual Memory

Which of the following are forms of biometric authentication? (Select THREE). A. Smart card B. Barcode scanner C. Voice recognition D. Fingerprint reader E. Optical recognition F. Secure ID Token

C. Voice recognition D. Fingerprint reader E. Optical recognition

*Which of the following wireless encryption methods is the MOST secure, by default? A. WEP B. SSID C. WPA D. MAC filtering

C. WPA

Which of the following protocols makes a wireless network secure? A. SFTP B. WAP C. WPA D. HTTPS

C. WPA

Which of the following is the STRONGEST wireless encryption standard? A. WEP64 B. WEP128 C. WPA2 D. WPA

C. WPA2

*A customer is talking to the technician about an update that occurred a while back and has no relationship to the problem at hand. Which of the following is the BEST way to respond the customer? A. Disregard the statement and continue to resolve the new issue. B. Ask the user about where information on that update was released. C. Wait until the customer completes their statement and explain how to resolve the new issue. D. State that the update has no relationship to the new issue and continue implementing a solution.

C. Wait until the customer completes their statement and explain how to resolve the new issue.

A technician is building a new system for a client with multiple processors and hard disk drives. Which of the following power specifications is MOST important to look for when deciding on the power supply unit for the system? A. Frequency B. Hertz C. Wattage D. Amperage

C. Wattage

Which of the following versions of Windows includes Windows Media Center functions? A. Windows Vista Home Basic B. Windows XP Professional C. Window Vista Home Premium D. WindowsVista Business

C. Window Vista Home Premium

*Which of the following must be configured to allow full viewing of all menus and dialog boxes for multiple languages in Windows XP? A. Windows Language Wizard B. Windows Multiple Language Keyboard Pack C. Windows Multilingual Interface Pack D. Windows Multi-user Interface Pack

C. Windows Multilingual Interface Pack

*A workstation is running slow on certain applications during the day. A technician wants to display the CPU meter on the desktop at all times on a Windows Vista workstation to narrow down the time. Which of the following applications can be used? A. Windows Defender B. Windows Media Center C. Windows Sidebar D. Windows Narrator

C. Windows Sidebar

Which of the following Windows operating systems has a different user folder path than the rest? A. Windows XPMedia Center Edition B. Windows XP Home C. Windows Vista Ultimate D. Windows 2000 Proffessional

C. Windows Vista Ultimate

Which of the following malware types sends out email from a clients address book? A. Spyware B. Adware C. Worm D. Botnet

C. Worm

Which of the following Windows XP system files would a technician edit to change which operating system loads by default when multiple operating systems are installed? A. Ntbtlog.txt B. Sysprep.inf C. Bootsect.dos D. Boot.ini

D. Boot.ini

A user reports that Monday morning one of the ink jet printers in the office has a problem with images smearing on the page. The printer was working fine Friday. The paper tray was empty this morning so they re-filled the paper tray and checked the ink levels. Which of the following is MOST likely the issue with the smearing print? A. Too many pages are being sent to the printer at one time. B. Spooler service needs to be restarted. C. Wrong type of paper is being used for this printer. D. The printer drivers need to be rolled back to a previous version.

C. Wrong type of paper is being used for this printer.

In Windows Vista Ultimate, a user has the ability to customize translucent windows called: A. seeing windows. B. three-dimensional viewer. C. aero glass. D. floating bars.

C. aero glass.

*A customer reports the printer has an error message showing on the display and the printer is not printing any of the jobs in the queue. The technician arrives and finds the printer is online but there are not any lights on the network card. The NEXT step to evaluate the problem is to: A. check the printer for paper jams in the path. B. replace the network card in the printer. C. cycle the power on the printer and observe the boot process. D. power off the printer, have the customer clear the print queue and reboot.

C. cycle the power on the printer and observe the boot process.

*In order for the print spooler service to start or run correctly, the print spooler requires other services to be running first. These types of services are known as: A. primary services. B. registry level services. C. dependency services. D. driver level services.

C. dependency services.

Windows Vista applications that run in the sidebar are know as: A. icons. B. hives. C. gadgets. D. applets.

C. gadgets.

Which of the following utilities can change the startup programs? A. sysedit B. boot.ini C. msconfig D. msinfo32

C. msconfig

A CD drive is a type of: A. solid state drive. B. network drive. C. optical drive. D. hot swappable drive.

C. optical drive.

Compliance regulations regarding data sensitivity are primarily created to protect the: A. equipment from abuse and misuse. B. company's intellectual property and proprietary information. C. person who would be directly affected in the case of a breach. D. customer's personal files and professional data.

C. person who would be directly affected in the case of a breach.

Which of the following commands will return the hostname of a specific device? A. ping t 172.16.122.11 B. ping v 10.68.0.5 C. ping a 192.168.10.5 D. ping f 189.18.1.7

C. ping a 192.168.10.5

Which of the following commands is used to open an editor to adjust the Windows database? A. msconfig B. edit C. regedit D. dir

C. regedit

SSL technology is used to: A. provide remote assistance to users. B. encrypt the contents of a hard disk. C. secure communications with websites. D. prevent unauthorized login attempts

C. secure communications with websites.

Which of the following commands verifies connectivity between two hosts? (Select TWO). A. chkntfs B. dxdiag C. tracert D. ipconfig E. ping

C. tracert E. ping

A dual core CPU has: A. has two error correcting and checking units. B. double the number of pins. C. two separate processing units. D. twice the amount of cache.

C. two separate processing units.

*Which of the following settings would a technician have to set in order to have a barcode reader perform a horizontal tab? A. /r B. /v C. /b D. /t

D. /t

**Which of the following is a loopback address on a computer with an IP address of 192.168.0.12, a subnet mask of 255.255.255.0 and a gateway of 192.168.0.1? A. 192.168.0.0 B. 192.168.0.1 C. 255.255.255.0 D. 127.0.0.1

D. 127.0.0.1

A technician notices that there is a second partition on the primary hard drive. This partition is not assigned a drive letter and is not accessible from Windows. Which of the following is the MOST likely explanation for this extra partition? A. Space reserved by the drive manufacturer for firmware. B. Space set aside by Windows for use by the virtual memory swap file. C. A potentially dangerous virus has been downloaded onto the system. D. A recovery partition put there by the manufacturer.

D. A recovery partition put there by the manufacturer.

A technician replaces a customers hard drive and the customer wants the drive thrown away. Which of the following should the technician do? A. Charge the customer to back up the data first and ask if the customer would like the drive physically destroyed. B. Send the drive to a data recovery company. C. Advise the customer that they can throw it in the trash but that the technician is not responsible for any stolen data. D. Advise the customer the data may be retrievable and ask if the customer would like the drive physically destroyed.

D. Advise the customer the data may be retrievable and ask if the customer would like the drive physically destroyed.

It is a best practice to create which of the following after a Windows 2000 Pro OS install? A. An established recovery point B. A record of the administrative passwords C. A complete restore of the hard drive D. An emergency repair disk (ERD)

D. An emergency repair disk (ERD)

A technician is replacing fifteen 21 CRTs with 19 LCDs. The storage room is on the other side of the building. Which of the following safety measures should the technician take? A. Wear a back brace when lifting and carrying the CRTs to the storage room. B. Wear anti-static wrist straps to prevent ESD in the new monitors. C. Recycle the monitors after removing the capacitors for use in other monitors. D. Ask several technicians for help in lift the CRT monitors and use a cart for transporting them.

D. Ask several technicians for help in lift the CRT monitors and use a cart for transporting them.

While a technician is responding to a customers call, a co-worker keeps insisting on telling the technician about their weekend. Which of the following is the BEST course of action? A. Ask the customer permission to put them on hold and listen politely to the co-workers stories. B. Put the customer on hold just for a few minutes and join the conversation. C. Forward the customer to another technician and join the conversation. D. Ask the customer permission to put them on hold and politely ask the co-worker to talk later.

D. Ask the customer permission to put them on hold and politely ask the co-worker to talk later.

A customer states that none of the print jobs they have submitted have printed from the network printer. They have checked the printer and found coworkers have been printing documents. Which of the following is the NEXT step to take? A. Ask the customer to open the printer properties and check the page size and paper orientation. B. Ask the customer if they have installed a local printer at home, as this may have deleted the network printer. C. Check that the network printer is connected to the USB port on the users computer. D. Ask the customer to select the printer icon they are trying to use and confirm it is set as the default printer.

D. Ask the customer to select the printer icon they are trying to use and confirm it is set as the default printer.

A user states that every time they try to pull down video clips from a website, a notice appears on the screen which says the site is being blocked by a filter. The technician knows that a new web filtering application was recently introduced which assigns a 120 minute quota on streaming media and a message appears allowing the user to click to continue. Which is the following is the MOST appropriate response from the technician? A. What particular website are you trying to download videos from? Are they work related? B. Video takes a large amount of bandwidth so management has decided to limit each user to what can be downloaded and watched. If you take issue with that please inform your supervisor. C. Did you read the entire screen? The last sentence clearly says click to continue. D. Bandwidth usage has become a problem. A new application has been implemented to help manage and improve the network. Simply select continue on the message and the video should appear.

D. Bandwidth usage has become a problem. A new application has been implemented to help manage and improve the network. Simply select continue on the message and the video should appear.

Which of the following is the BEST response when interacting with a customer? A. Only ask the customer closed ended questions. B. Inform the customer of the expense that is being incurred. C. Use technical acronyms to show your technical expertise. D. Be sensitive to the customer's culture.

D. Be sensitive to the customer's culture.

Which of the following locations BEST describes the correct placement of thermal compound? A. On the outside of a heat sink B. In the socket of a component C. On top of a component D. Between a component and a heat sink

D. Between a component and a heat sink

A client asks a technician to configure their laptops fingerprint scanner for use. Which of the following security technologies is this considered? A. Password authentication B. Smart card authentication C. WPA encryption D. Biometric authentication

D. Biometric authentication

!!Which of the following optical media types has the GREATEST amount of capacity? A. Flash B. DVD C. HDD D. Blu-Ray

D. Blu-Ray

Which of the following protocols is used to create a personal area network (PAN)? A. TCP/IP B. 802.11a C. 802.11n D. Bluetooth

D. Bluetooth

A technician wants to reinstall Windows operating system on a notebook computer. The technician tries to boot the computer with the Windows CD in the drive; however, the computer boots off the installed operating system on the hard drive. Which of the following is the FIRST action the technician should take? A. When Windowsstarts, press F8 and select Safe Boot. B. Boot into BIOS/Setup and update the BIOS. C. When WindowsStarts, press F8 and select Last Known good configuration. D. Boot into BIOS/Setup and change the boot sequence.

D. Boot into BIOS/Setup and change the boot sequence.

After a user ran a registry cleaning program, the computer running Windows XP will not boot. Which of the following should a technician recommend FIRST? A. Connect the drive as a slave to another computer and use REGEDIT to correct the issue. B. Run System Restore to get to a previous working condition. C. Use the boot disk and run SCANREG /RESTORE. D. Boot using Last Known Good Configuration.

D. Boot using Last Known Good Configuration.

A customer is giving a business presentation and has attached a laptop to a portable projector. However, each time the customer closes the laptop the computer goes into standby. Which of the following would MOST likely solve the issue? A. Change the power settings on the projector. B. Change the computer from a laptop to a desktop. C. Move the projector further away from the laptop. D. Change the power settings in Power Management.

D. Change the power settings in Power Management.

*A technician installs a new CD.ROM/DVD player into a laptop. The technician powers on the laptop and the drive is not detected. Which of the following should the technician do NEXT? A. Check to see if a disk is present in the drive. B. Check the manufacturer's recommended settings. C. Check the USB settings for the drive. D. Check if the drive is properly plugged in.

D. Check if the drive is properly plugged in.

A customer has just purchased a new laptop. Without knowing the specifics of that model, how might a technician determine if the unit has WiFi capability? A. Check for an external antenna. B. Check for an externalWiFi on/off toggle switch. C. Check forWiFi radio on/off switch on the function keys. D. Check the Device Manager for a wireless network device.

D. Check the Device Manager for a wireless network device.

A users laptop has a built-in wireless NIC and cannot see the network. Which of the following is the FIRST course of action to take on the laptop? A. Check the software for a complete install. B. Check the wireless card to be sure it is seated correctly. C. Check the wireless card for antenna connections. D. Check to see if wireless is turned on

D. Check to see if wireless is turned on.

A technician is processing sensitive documents when they come across documents in a file cabinet that are unmarked. It is company policy that all documents be labeled even if they are not sensitive. Which of the following security elements governs data sensitivity? A. Unclassified B. Exceptions C. Cultural Sensitivity D. Classification

D. Classification

In Windows XP, how can you start a search for files and folders? A. Click Start-> All Programs-> Search. B. Run search.exe at the command prompt. C. Left-click a directory and choose Find. D. Click Start-> Search.

D. Click Start-> Search.

Which of the following tools is located in the Administrative Tools Utility? A. Power Options B. Simple File Sharing C. Hardware Wizard D. Computer Management

D. Computer Management

*A user purchased a TCP/IP laser printer. Which of the following is the FIRST step to take to install the printer in their network? A. Configure NetBEUI settings. B. Download the latest drivers from the manufacturer. C. Print out a test page. D. Configure the IP settings.

D. Configure the IP settings.

Which of the following are characteristics of a secure password? (Select TWO). A. Obscure word in a dictionary B. Contained in a text file C. Contains AES encryption D. Contains numbers and letters E. Contains special characters

D. Contains numbers and letters E. Contains special characters

While a technician is working on a computer at a customers home, the customer is asking questions wanting to know every step being performed and why. It is getting to the point that is becoming a distraction. Which of the following is the BEST solution? A. Ask to be excused to use the phone to take a small break outside to get some air. B. Explain that what is being done is extremely complicated and requires concentration. C. Send them off on a small task to get a moment to concentrate and finish the job. D. Continue answering the questions, relax and try to be as calm as possible while working.

D. Continue answering the questions, relax and try to be as calm as possible while working.

The power brick or external power supply serves which of the following functions for a portable computer? A. Filters incoming voltage spikes and surges. B. Allows for a portable computer to be easily moved without being plugged into an outlet. C. Changes DC power to AC power to charge the battery and enhances portability. D. Converts AC power to DC power that a computer can use to operate and charge its battery.

D. Converts AC power to DC power that a computer can use to operate and charge its battery.

Which of the following is MOST likely to be the source of wireless network interference? A. Bluetooth headset B. Large screen television C. AM/FM radio D. Cordless telephone

D. Cordless telephone

*Which of the following command line paths shows the recovery consoles installation? A. D:\i386\tools\console B. D:\i386\tools /cmdcons C. D:\i386\utilities\console D. D:\i386\winnt32 /cmdcons

D. D:\i386\winnt32 /cmdcons

*Which of the following services should be enabled to allow both corporate users and guests to easily logon to a local network for Internet access without a technician's intervention? A. HTTP B. TELNET C. DNS D. DHCP

D. DHCP

A technician installs a new DVD drive into a users computer. The drive can be used to read data disks but Windows Media Player cannot play back DVD movies from the new drive. Which of the following is MOST likely the issue? A. The system does not have enough RAM installed. B. The drives device driver needs to be updated. C. The sound card is not connected properly. D. Decoder software needs to be loaded.

D. Decoder software needs to be loaded.

A technician has been troubleshooting a users problem with their CD.ROM drive and has tested and found that the drive is defective. Which of the following should the technician do NEXT? A. Call their manager and report the status of the issue. B. Question the user and make sure that they have not made any changes to their system recently. C. Run a backup of the system. D. Develop a plan to get the drive replaced.

D. Develop a plan to get the drive replaced.

A CRT has stopped working. Which of the following should the technician do? A. Put on an ESD strap and inspect the internal components. B. Check that the tube and capacitors are intact. C. Throw it in the trash; CRTs are being replaced by LCDs. D. Dispose through proper channels or send it to be repaired.

D. Dispose through proper channels or send it to be repaired.

*A user has replaced an incompatible driver with one that is compatible. Which of the following is the FINAL step that should be performed? A. Cycle the power to ensure that thent driver works B. Escalate the problem to the next higher tier support shop C. Establish a theory of probable causes of the incompatible driver D. Document findings, actions and outcomes

D. Document findings, actions and outcomes

The technician has completed the repair action on the computer. Which of the following is the NEXT course of action? A. Question the user to insure they do not attempt to make changes and break the computer again. B. Test the computer to determine the probable cause of failure. C. Re-evaluate the repair theory to ensure the issue will not occur again. D. Document the evaluation and actions taken.

D. Document the evaluation and actions taken.

An onsite technician is assigned to a small business for some emergency repair work. The repairs go as planned, but the owner of the company left specific instructions that they wanted to be notified post-repair of the status of the systems. Which of the following would be the BEST course of action for the technician to take? A. Call and/or email the owner the status of the repair and answer any remaining questions they might have. B. Document the work done at the firm; ask one of the assistants at the company to contact the owner, relaying details of the repair to save the technician time. C. Document the work done at the firm and leave the company owner a voicemail; the owner would probably not want to be bothered during the work day. D. Document the work done at the firm, leave a copy for the company owner, and personally contact the owner to update on the status of the repairs

D. Document the work done at the firm, leave a copy for the company owner, and personally contact the owner to update on the status of the repairs.

Which of the following memory types finds and corrects errors? A. Double-sided B. Dual-channel C. RDRAM D. ECC

D. ECC

A user states that their monitor is acting up and at times the image shakes. The technician checks the asset number and notes that it is one of the last remaining CRT monitors. The company is currently replacing all CRTs with new LCDs. Which of the following is the BEST response? A. Ask the user what they did to cause the shaking images. B. Inform the user of the cause of the problem and tell them the degauss the monitor. C. Tell the user to carry the monitor to thetechnicians desk there they will give them a new LCD monitor. D. Empathize with the user and send them a nt monitor to solve the issue.

D. Empathize with the user and send them a nt monitor to solve the issue.

**Which of the following is the BitLocker utility used for? A. Storing passwords B. Blocking harmful network traffic C. Securing wireless access points D. Encrypting hard drives

D. Encrypting hard drives

A technician has been asked to install and configure a hard drive on an older system that does not support autodetect. After installing the hard drive which of the following must the technician do NEXT? A. Enter hard drive information manually into the Boot.ini file. B. Enter hard drive information manually into the Autoexec.bat. C. Enter hard drive information manually into theNtldr file. D. Enter hard drive information manually into the BIOS.

D. Enter hard drive information manually into the BIOS.

A technician is dispatched to investigate claims that a user is accessing inappropriate content at work. The technician speaks with the user, who reports that inappropriate content began showing up on its own and that they have recently been experiencing a problem with pop-up windows. Which of the following should the technician do NEXT? A. Install anti-spyware and run an initial scan. B. Perform a virus scan and evaluate the results. C. Report theusers story to management and wait for further instructions. D. Establish a theory as to what caused the changes to the computer.

D. Establish a theory as to what caused the changes to the computer.

A customer reports that every time Windows loads a message that one or more services failed to start is displayed. Which of the following should be used to troubleshoot this error? A. Device Manager B. Dxdiag C. Telnet D. Event Viewer

D. Event Viewer

Which of the following utilities would be the BEST place to check for installation problems? A. Security Center B. Device Manager C. Windows Defender D. Event Viewer

D. Event Viewer

A customer has asked if Windows XP is better than Windows Vista. What is the BEST response to this question? A. Tell the customer that both are excellent choices B. Say nothing, end the conversation C. Give them a list of blog sites and documentation that discuss the twoOSs D. Explain the pros and cons of each system

D. Explain the pros and cons of each system

**Which of the following services uses the TCP port 21 by default? A. TELNET B. HTTPS C. SMTP D. FTP

D. FTP

A technician hears a sound that resembles a ticking clock coming from a system. Which of the following is MOST likely causing the sound? A. Under powered fan B. Failed fan C. System clock feature D. Failing hard drive

D. Failing hard drive

When configuring biometric devices, which of the following would be the MOST dangerous type of error? A. False negative B. True negative C. True positive D. False positive

D. False positive

Which of the following cable types is LEAST affected by electromagnetic interference (EMI)? A. Coaxial B. UTP C. Plenum D. Fiber

D. Fiber

Which of the following has the HIGHEST cost of implementation in a small office home office (SOHO) environment? A. DSL B. Broadband C. Satellite D. Fiber

D. Fiber

Which of the following methods is commonly used for Biometric authentication? (Select TWO). A. Logical token B. Encrypted passwords C. RFID smartcards D. Fingerprint reader E. Retinal scan

D. Fingerprint reader E. Retinal scan

Which of the following types of media is considered solid state? A. Tape drive B. Floppy disk C. DVD D. Flash media

D. Flash media

A technician has been dispatched to investigate a report that a clients workstation can no longer access the network. After speaking with the user, the technician believes that firewall settings may be the cause; however, disabling the firewall did not help the issue. Which of the following troubleshooting steps should the technician take NEXT? A. Document that disabling the firewall did not solve the issue and call another technician for assistance. B. Replace the workstations NIC. C. Reinstall the firewall software. D. Formulate another theory as to what might be causing the problem

D. Formulate another theory as to what might be causing the problem.

Which of the following is a benefit of using a password generator? A. Generators create new passwords every time a user signs in to prevent social engineering. B. Generators eliminate the requirement to establish log-in attempt limitations. C. Generators extend the requirement to periodically change passwords. D. Generators eliminate ausers tendency to create passwords that can be a security liability.

D. Generators eliminate ausers tendency to create passwords that can be a security liability.

A user has reported that their computer is operating very slowly and that they hear a rather loud clicking sound. Which of the following is MOST likely the issue? A. Case fan B. Processor C. RAM D. Hard drive

D. Hard drive

Which of the following is a primary safety factor when using a soldering iron? A. RF or wireless interference B. Voltage or shocks C. Static or ESD damage D. Heat or burns

D. Heat or burns

Which of the following power management modes stores all data from memory to the hard drive and completely powers down? A. Wake on LAN (WOL) B. Standby C. Suspend D. Hibernate

D. Hibernate

Which of the following power management settings allows volatile data to be written to a hard drive before powering off? A. Wake on LAN B. Always on C. Standby D. Hibernate

D. Hibernate

When a technician receives a call for assistance from a customer, which of the following should the technician do FIRST? A. Identify the hardware make, model, and serial number. B. Elevate the call to a higher level of support. C. Assign an appropriate priority for the issue. D. Identify the user and associated problem.

D. Identify the user and associated problem.

A user reports that none of their documents are printing. The user sent ten different documents over a span of an hour. Which of the following should the technician check FIRST? A. If the printer needs a firmware upgrade to print multiple documents at once. B. If the print spooler service needs to be configured for multi-page printing. C. If the printer needs a memory upgrade to print multiple documents at once. D. If the printer needs the queue cleared.

D. If the printer needs the queue cleared.

The technician is on-site at a customers home, conducting an initial evaluation of the problem with the customer. The technician receives a call and the caller ID shows the call is from the technicians childs school. Which of the following is the BEST course of action? A. Request the customer to leave the room while the call is answered. B. Ignore the call, as the school can be contacted later in day. C. Immediately stop working and leave the room to answer the call. D. Inform the customer about the need to take the call from the school.

D. Inform the customer about the need to take the call from the school.

*A user reports that they have not heard from the help desk since calling in a problem two days ago. Which of the following is the BEST response? A. Inform the user that a technician will be out to resolve their problem shortly. B. Inform the user that there is no record of the prior call. C. Close existing ticket and open a new trouble ticket for the user. D. Inform the user that the problem will be escalated to a supervisor for resolution.

D. Inform the user that the problem will be escalated to a supervisor for resolution.

Which of the following will improve the functionality of the OS immediately following a new installation? A. Run a full anti-virus scan. B. Perform a disk defragmentation. C. Install network monitoring software and perform a trace. D. Install system patches.

D. Install system patches.

When installing a new CPU for a customer, the customer asks what the tube of paste that came with the CPU is used for. Which of the following is the correct explanation of the paste? A. It prevents theft by covering the values written on the CPU. B. It prevents voltage from shorting out the CPU. C. It keeps the new CPU from falling out of the socket. D. It assists in keeping the CPU cool.

D. It assists in keeping the CPU cool.

Which of the following is MOST susceptible to ESD and should be handled with caution to prevent damage? A. LCD monitor B. CRT monitor C. NIC D. Memory chip

D. Memory chip

*Which of the following statements about power supplies is true? A. You must make sure the voltage selector switch on the back of the power supply is switched to the lower setting if the computer is going to be used in Europe. B. SATA hard drives most often use the same type of power connector as PATA hard drives. C. Power supplies supply power to ATX-based motherboards with connectors known commonly as P8 and P9. D. Molex connectors are used with PATA hard drives, while Berg connectors are used with floppy drives.

D. Molex connectors are used with PATA hard drives, while Berg connectors are used with floppy drives.

On which of the following interfaces should a technician expect to see status light indicators? (Select TWO). A. IEEE 1394 B. PS/2 C. Parallel D. NIC E. Modem F. Serial

D. NIC E. Modem

*A technician is asked to setup a scheduled daily backup of a specific computer using the built-in backup utility in Windows XP. The user has asked that a full backup be run every day. Which of the following types of backup should the technician select? A. Incremental B. Daily C. Differential D. Normal

D. Normal

Where is the L2 cache located? A. Between the CPU and RAM B. On thesouthbridge chip C. On the front side bus D. On the CPU

D. On the CPU

Which of the following methods can a technician use to find the IP address of a computer? (Select TWO). A. Right click on My Computer, select Properties, select the Hardware tab, and then click on Device Manager. B. Open a command window and run net /?from the command line. C. Run the System Configuration Utility from the run line and click on the Services tab. D. Open Network Connections from the control panel, right click the Local Area Connection, select Status, and then select the Support tab. E. Open a command window and run ipconfig from the command line.

D. Open Network Connections from the control panel, right click the Local Area Connection, select Status, and then select the Support tab. E. Open a command window and run ipconfig from the command line.

A user wants to add an additional network connection to their laptop. Which of the following bus slots will a laptop MOST likely have available to support a new NIC? A. SATA B. AGP C. SODIMM D. PCMCIA

D. PCMCIA

Which of the following would be an example of an I/O interface? A. DIMM chip B. IDE drive C. AGP slot D. PS/2 port

D. PS/2 port

Which of the following should be recommended prior to any solution that you will implement? A. Make a list of all programs that will need to be reinstalled in event of a system failure B. Nothing, proceed with solution. Nothing should be affected C. Create restore point D. Perform backup of all data

D. Perform backup of all data

A technician determines that a laptop is not properly cooling due to excessive dust in the vents. Which of the following is the BEST preventive maintenance procedure that the technician should perform? A. Directly spray the vents with compressed air. B. Install ceiling fans in the room. C. Use a moist rag to clean the vents monthly. D. Periodically clean the vents using a small vacuum cleaner.

D. Periodically clean the vents using a small vacuum cleaner.

A technician has replaced a failed DIMM. The technician has verified that the unit is working properly and is now updating the customer on the event. Which of the following responses would be BEST to use? A. Please try to be more conscious of static when using this PC. B. Please inform me if the PC will be processing more work than for which it was designed. C. Please inform me if you think you want me to come back and check it again tomorrow. D. Please inform me if you continue to have any problems with this PC.

D. Please inform me if you continue to have any problems with this PC.

While trying to resolve an issue with wireless connectivity on a users laptop, a coworker starts interrupting the user with an unrelated issue as the user is explaining what is happening on the laptop. Which of the following should the technician do? A. Politely tell the user they can solve the coworkers issue and then contact the technician when they are ready to give their attention to the technician. B. Politely ask the coworker to stop interrupting and ask the coworker to come back at another time. C. Tell the user the technician will figure out the problem and fix it they have more important problems to take care of. D. Politely ask coworker to let the user finish their explanation and focus on what the user is saying.

D. Politely ask coworker to let the user finish their explanation and focus on what the user is saying.

*Which of the following ports is used by POP3, by default? A. Port 21 B. Port 23 C. Port 25 D. Port 110

D. Port 110

When performing a Windows installation on a computer that has its hard drives connected to a new SATA card, which of the following must be performed for the installation to be successful? A. Use the Windows XP Professional for SATA card support feature when installing Windows. B. Create a utilities partition on the hard disk prior to OS install. C. Disable the system BIOS so the SATA card can take boot precedence. D. Press F6 when prompted to load the additional drivers.

D. Press F6 when prompted to load the additional drivers.

A technician is installing Windows XP on a system that has a SATA HDD. Which of the following will the technician MOST likely have to do to start the installation? A. Press the F8 Key B. Press the F3 Key C. Press the F2 Key D. Press the F6 Key

D. Press the F6 Key

Which of the following is a function of a NIC? A. Assigns IP address to the workstation B. Monitors sessions between two hosts C. Provides a logical connection between a workstation and the network infrastructure D. Provides a physical connection between a workstation and the network infrastructure

D. Provides a physical connection between a workstation and the network infrastructure

*Which of the following memory types must be used in pairs? A. SDRAM B. DDR2 C. SODIMM D. RDRAM

D. RDRAM

**Which of the following copper cabling is BEST to use if data rate speed is not an issue and the segment length must be 1640 feet (500 meters) long? A. CAT6 B. CAT5e C. RG-58ThinNet D. RG-8ThickNet

D. RG-8ThickNet

A technician has received a new PC directly from the manufacturer. After completing the initial configuration, they notice the system takes a long time to display the desktop. Which of the following steps would shorten the startup time? A. Run the defrag command on the system. B. Run thechkdsk /f command on the system. C. Decrease the size of the paging file. D. Remove unneeded startup applications.

D. Remove unneeded startup applications.

A technician notices co-workers copying files onto their personal storage media, from computers which are in for repair. Which of the following is the BEST course of action? A. Ignore the situation so as to avoid workplace conflict. B. Notify the customer about their stolen data. C. Confiscate the co-workers personal storage media. D. Report the situation to appropriate authorities.

D. Report the situation to appropriate authorities.

*After changing the toner cartridge on a printer, which of the following is the BEST way to dispose of the old cartridge? A. Dispose in an incinerator. B. Store in an air-tight container. C. Put the toner into a sealed bag and then throw into the garbage. D. Return to the manufacturer for recycling.

D. Return to the manufacturer for recycling.

Which of the following is a primary storage device? A. DVD/RW drive B. SD flash drive C. SODIMM D. SATA hard drive

D. SATA hard drive

Which of the following identifies a wireless network when looking at available access points? A. Hostname B. Default gateway C. ISP D. SSID

D. SSID

Which of the following connectors are used on the end of a fiber cable? A. RJ-11 B. RJ-45 C. BNC D. ST

D. ST

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

D. STP

Which of the following usually has the HIGHEST latency? A. Fiber B. DSL C. Cable D. Satellite

D. Satellite

Which of the following technologies can support the longest cable length between devices? A. IEEE 1394 B. USB 1.1/2.0 C. SATA D. Serial

D. Serial

A technician is installing a hard drive that does not contain any movable parts inside. Which of following drive types did the technician install? A. SATA B. IDE C. PATA D. Solid state

D. Solid state

Which of the following malware is MOST likely to result in identity theft? A. Virus B. Worm C. Adware D. Spyware

D. Spyware

A user calls and says they cannot get to the Internet. How would a technician walk the user through checking the IP address and default Gateway on the computer? A. Start>Run>typeipconfig>click OK and ask user to read the results. B. Start>Run>typecmd>click OK>type ipconfig /flushdns>press enter and ask user to read the results. C. Start>Run>typecmd>click OK>type ipconfig /release>press enter key and ask user to read the results. D. Start>Run>typecmd>click OK>type ipconfig /all>press enter key and ask user to read the results.

D. Start>Run>typecmd>click OK>type ipconfig /all>press enter key and ask user to read the results.

**A technician must configure a computer for a special needs user who can only press one key at a time. Which of the following must the technician enable for this user to press Ctrl-Alt-Del or other multi-key combinations? A. FilterKeys B. ToggleKeys C. Encryption Keys D. StickyKeys

D. StickyKeys

*Which of the following network devices helps prevent data collision by not allowing data to be broadcast? A. Hub B. Modem C. Bridge D. Switch

D. Switch

A customer with a SOHO network reports one computer on the network does not have Internet access. In addition, the customer reports the NIC link lights for that computer are not on. Which of the following could be the problem? A. Firewall is not working. B. Internet site is down. C. Network server is not working. D. Switch is not working.

D. Switch is not working.

*Where is the MOST common place for Wake on LAN (WOL) to be enabled/disabled? A. Network Neighborhood> Ethernet controller B. Add and Remove Programs C. Control Panel> Power Options D. System BIOS

D. System BIOS

*Which of the following GUI interfaces displays total RAM installed in a Windows XP computer? A. Control Panel B. My Computer C. System Information D. System Properties

D. System Properties

After installing a program, a computer is getting stop errors. The technician has uninstalled the program, but the stop errors continue. Which of the following would get the computer back to the operational state it was before the install? A. Debugging Mode B. Last Known Good Configuration C. Safe Mode D. Systems Restore

D. Systems Restore

*Which of the following protocols uses port 23, by default? A. FTP B. FTPS C. HTTPS D. TELNET

D. TELNET

A user calls and reports that after the cleaning crew left they started hearing beeping from under their desk. Which of the following is MOST likely the cause? A. A new security update is available for download. B. The default printer is out of paper or offline. C. The speaker wires were disconnected while cleaning. D. The UPS is disconnected from the wall.

D. The UPS is disconnected from the wall.

A user reports that during a business trip to Europe, the AC adapter for their older laptop quit working. Which of the following is the MOST likely explanation? A. The AC adapter was inserted in the incorrect port. B. The adapter was rated at 50-60 Hertz. C. The adapter was rated for 220-240 Volts. D. The adapter was rated for 110-120 Volts.

D. The adapter was rated for 110-120 Volts.

*Which of the following is indicated when a yellow quesiton mark appears next to a device on the Device Manager List? A. The component is disabled. B. The component is not installed. C. The components driver is outdated. D. The components driver is not found.

D. The components driver is not found.

A user is experiencing eye strain while using an external CRT display attached to the laptop docking station. Which of the following is the FIRST item to check? A. If the monitor has been degaussed recently B. The monitor driver version C. The power to the external displays docking station D. The refresh rate for the external display

D. The refresh rate for the external display

A user reports that when they disconnect the AC adapter from their laptop, the LCD screen gets dimmer. When the user connects the AC power, the LCD returns to normal brightness. Which of the following should a technician tell the user? A. The LCD inverter board is going bad. B. The LCD backlight is failing. C. This might be an indication that the battery is failing and can no longer hold a charge. D. The screen is set to automatically dim to optimize battery power when power is disconnected.

D. The screen is set to automatically dim to optimize battery power when power is disconnected.

*Which of the following cable types is MOST commonly used for a LAN within a building? A. Fiber optic B. IEEE 1394 C. Coaxial D. UTP

D. UTP

*Which of the following is the maximum FAT32 volume size Windows 2000 and XP will recognize? A. Up to 16GB B. Up to 32GB C. Up to 1024GB D. Up to 2048GB

D. Up to 2048GB

After installing a network card, the technician notices a yellow exclamation mark in Device Manager. Which of the following is the NEXT step? A. Remove and replace the network card. B. Re-install the OS. C. Join the computer to the workgroup. D. Update the device driver.

D. Update the device driver.

*A user reports a problem with their PC after a technician installed a second hard drive and an additional CD.ROM drive. Sometimes either or both devices fail to function, but either device will function if the other is disconnected. Which of the following should the technician do? A. Install additional ribbon cables. B. Upgrade the device drivers for both components. C. Create two hardware profiles; enable one of the new devices in each profile. D. Upgrade the power supply.

D. Upgrade the power supply.

When troubleshooting an issue with a customer. Which of the following is the FIRST thing the technician should do? A. Unplug the PC and put on an anti-static wrist strap. B. Update the virus definitions and start a scan for viruses. C. Inform the customer of how long it might take to resolve the problem. D. Verify when the last time the computer was working correctly was.

D. Verify when the last time the computer was working correctly was.

The program that performs an upgrade from Windows NT to Windows XP is called A. INSTALL.BAT B. SETUP.EXE C. WINNT.EXE D. WINNT32.EXE

D. WINNT32.EXE

Which of the following is the STRONGEST wireless encryption type? A. WEP B. WEP2 C. WPA D. WPA2

D. WPA2

The file server had an expected outage this morning. A technician believes the on-board NIC is bad. One particular caller demands to know exactly how long the system will be down. Which of the following would be the appropriate response? A. There is no way to tell how long this will take. Hardware and software are not exact sciences. I am not the server technician so please do not take a bad tone with me. B. Is your work solely depending on the server? Try to not be upset because before you know it, the server will be back up. C. We believe the problem is the network interface card. We will have it back up within the hour. D. We have identified the problem and we will have it back up as soon as possible."

D. We have identified the problem and we will have it back up as soon as possible."

Which of the following key commands will lock a workstation? A. Ctrl + Alt + Esc B. Windows Key + D C. Ctrl + Alt + L D. Windows Key + L

D. Windows Key + L

Which of the following is the FIRST operating system to have Windows Compatibility Mode installed by default? A. WindowsVista Basic B. WindowsVista Ultimate C. Windows 2000 D. Windows XP

D. Windows XP

All of the following operating systems will allow users to connect to a domain EXCEPT: A. Windows 2000. B. WindowsVista Ultimate. C. Windows XP Professional. D. Windows XP Home Edition.

D. Windows XP Home Edition.

*Aero is a feature of which operating system? A. WindowsVista Basic B. Windows XP Home C. Windows XPMedia Center D. WindowsVista Ultimate

D. WindowsVista Ultimate

A customer wants to upgrade from Windows XP Professional to Windows Vista, and does not wish to lose any files in the process. Which of the following operating systems needs to be used when performing this upgrade? (Select TWO). A. Windows Vista Home Premium B. Windows Vista Home Basic C. Windows Vista 64-bit edition D. WindowsVista Ultimate E. WindowsVista Business

D. WindowsVista Ultimate E. WindowsVista Business

*A user reports that their computer has a bluescreen. Upon arrival the technician realizes the error message being displayed is unfamiliar and cannot be located on any known websites. Which of the following is the BEST course of action? A. Email the manufacturer with the details of the issue. B. Update the OS with the most recent patches. C. Research online forums for assistance. D. Write down error code and ask for assistance.

D. Write down error code and ask for assistance.

!!Full duplex supports transmission of: A. printing on both sides of paper one at a time. B. printing on both sides of paper simultaneously. C. communications in both directions one at a time. D. communications in both directions simultaneously.

D. communications in both directions simultaneously.

Which of the following would be the MOST secure password? A. SR1234ct B. CompTIA558475 C. rw2%HN D. ct23&P#h~

D. ct23&P#h~

*Which of the following commands will automatically reconnect a network drive as F: after a reboot in Windows XP? A. net use \\ComputerName\ShareName /persistent:NO :F B. net use F: \\ComputerName\ShareName /persistent:NO C. net use \\ComputerName\ShareName /persistent:YES :F D. net use F: \\ComputerName\ShareName /persistent:YES

D. net use F: \\ComputerName\ShareName /persistent:YES

Which of the following commands would a technician use to manage current print jobs and queues on a Windows Vista PC? A. perfmon.msc B. services.msc C. print D. printmanagement.msc

D. printmanagement.msc

When dealing with a difficult user it is BEST to: A. make the user promises to keep them quiet. B. tell the user to call back when they have calmed down. C. be stern with the user. D. repeat back the issue to the user to ensure understanding.

D. repeat back the issue to the user to ensure understanding.

Wake on LAN describes the PCs ability to: A. collect all packets that are sent to any device on the LAN. B. send broadcast packets over the LAN to all computers simultaneously. C. send packets to other network devices on the LAN instructing then to enter a low power state (e.g. Hibernate, Off). D. resume from a low power state when it receives a network packet telling it to do so.

D. resume from a low power state when it receives a network packet telling it to do so.

A user stops a technician and asks what the HTTPS indicates in the address bar of the browser. The technician explains this is a: A. website that does not require a password to log in. B. popup advertisement that has been blocked. C. website where cookies are required. D. secure website.

D. secure website.

!!When talking about online security a phishing attack is referring to: A. a coordinated attack where several machines attempt to overwhelm a remote website with excessive traffic. B. a person who go through a corporations waste to see if they can use any of the information. C. a worm that attacks multiple computers and memorizes each computers keystrokes. D. targeted email that is directed at a group of users so that it appears to be from a legitimate source.

D. targeted email that is directed at a group of users so that it appears to be from a legitimate source.

When attempting to understand a problem the technician should ask the: A. users coworker to confirm what the user said and verify there is a problem. B. user to move so the technician can check the computer for problems. C. user to state the issue and stop the user when the technician has an idea of how to fix the problem. D. user to explain the problem and listen without interrupting the user.

D. user to explain the problem and listen without interrupting the user.