IT-201 Module Six Practice Questions
You are the manager in charge of maintaining desktop computers. A user reports that she can't turn her computer on. After some investigation, you find that the power supply is malfunctioning. Which of the following actions should you perform NEXT?
Create an action plan.
Alice recently purchased a new cell phone. After her vacation, Alice wanted to transfer her holiday photos to her computer, where she could do some touchup work before sending the pictures to her children. When Alice attached her phone to her computer, she saw that Windows detected her phone and tried to load the applicable software to give her access to her phone. Unfortunately, after trying for several minutes, Windows displayed a message indicating that it was unsuccessful. When Alice explored her available drives, her phone was not listed. Which of the following would be the BEST administrative tool to help Alice gain access to her phone?
Device Manager
Nathan, a long-time Mac user, has been using his Mac computer for some time now with no issues. Recently, however, he reported that his Mac will unexpectedly tell him that his computer must be restarted by holding down the Power button for several seconds or by pressing the Restart button. Assuming that this is a symptom of kernel panic, what would be the BEST first step for troubleshooting this issue?
Do a safe boot.
You have a computer running Windows 10 Home. You need to access the contents of a flash drive. The flash drive has been formatted with the exFAT file system. You want to read the flash drive on your computer as quickly as possible with the least amount of effort. What should you do?
Do nothing. Windows 10 can natively access exFAT file systems
You are attempting to boot a new system. The boot fails, and the system sounds a beep code. Which of the following describes the MOST likely cause of this error?
Either no memory is installed or the memory was not detected.
A user complains that his USB scanner no longer works. You check Device Manager and see an icon with a black down arrow on it. What should you do?
Enable the device in Device Manager.
As an IT technician for your company, you are in the process of setting up several servers in your network. During the process, one of the servers is misconfigured and is, therefore, having trouble synchronizing information with the other servers. Which of the following is the BEST next step?
Gather information.
While you are answering help desk calls, a field customer calls and complains that he cannot print to a workgroup laser printer. Which of the following should be the first question you ask?
Have you ever printed to that printer?
You have installed a new computer with a quad-core 64-bit processor, 6 GB of memory, and a PCIe video card with 512 MB of memory. After installing the operating system, you see less than 4 GB of memory showing as available in Windows. Which of the following actions would MOST likely rectify this issue?
Install a 64-bit version of the operating system.
You have an existing computer running Windows 10 Enterprise. You want to configure a RAID 5 array in the computer. You install three new SATA drives, then use the RAID controller integrated in the motherboard to define a RAID 5 array using them. When you boot the computer, Windows does not show the logical RAID drive you just created. What should you do?
Install the drivers for the motherboard RAID controller.
Which of the following is a benefit of good documentation?
It saves time and money in troubleshooting problems.
After installing two memory modules, you power on the system to check for errors. You find that the BIOS program recognizes only one of the memory modules. While troubleshooting this issue, which of the following is BEST to try first?
Make sure that both modules are seated properly in their slots.
During the POST, you receive the following message: Keyboard not present. Press F1 to continue. What are the most likely causes of this error message?
- A stuck key on the keyboard - A poor keyboard connection
You have just received a frantic call from a customer. She informs you that after turning her computer on, she received the following error: The SMART hard disk check has detected an imminent failure. What should be your first step to take?
Back up all important data and files.
Which of the following is an error detection technique that can also correct the error?
ECC
You're troubleshooting a computer that runs Windows 10. The operating system has halted and a blue screen is displayed on the monitor with an error message. What should you do first?
Search for the error in Microsoft's knowledge base or using an internet search engine.
Which type of software-generated problems can indicate that a software bug is causing a memory error? (Select THREE.)
- Page fault - General-protection fault - Exception error
For several years, the monitor on your laptop has worked perfectly. However, shortly after turning on your laptop today, you noticed a definite dimness. Which of the following is the MOST likely cause? (Select TWO).
- The monitor's inverter has gone bad. - The power adapter was accidentally unplugged
You have a computer with a removable disk drive that has been formatted with NTFS. You want the drive to use FAT32 to be compatible with more operating systems. The drive is currently configured using drive letter D:. What must you do to complete the desired changes?
Back up the data on the D: drive. Reformat the D: drive using FAT32. Restore the data.
One day while trying to start your Windows 10 system, you see the following error displayed: Could not read from the selected boot disk. Check boot path and disk hardware.
Boot into the recovery environment and run the bootrec / rebuildbcd command
Wendy had been searching the internet for a great deal on jewelry. While looking at one site, a pop-up was displayed that told her she had been chosen as the winner of a nice prize. Being excited to win, Wendy clicked on the link provided to claim her prize. The next day, when Wendy tried to turn on her computer, her computer displayed the Blue Screen of Death (BSOD). After interviewing Wendy, you suspect that the pop-up she clicked on installed some malicious software that has caused her computer to lock up. What should you do to repair the computer?
Boot the computer from the Windows installation disc and run Startup Repair.
A user reports that her system is running slow when saving files. You determine that you will need to upgrade her hard disk. You identify the components that are required and schedule the repair for later that afternoon. Which of the following steps have you forgotten in your troubleshooting process?
Perform a backup
You have just installed a new USB card reader in your Windows computer. Every time you perform a certain action using the card reader, you get an error message that you've never seen before. Which of the following actions should you perform FIRST?
Check the manufacturer's website for information about the error.
A customer complains that a recently purchased monitor no longer displays a picture. You verify that the monitor is powered on and that the video cable is securely fastened to the video port. Which of the following actions is the BEST to take next?
Check the monitor's brightness and contrast settings using the controls on the monitor.
You've just purchased 10 new notebook systems for your users. You are concerned that users will leave the systems on for long periods of time, which could result in display burn-in. What should you do to prevent this from happening?
Configure a screen saver on each system.
You just replaced the motherboard, CPU, and memory in your computer. Now your computer will not start. You press the power button on the system case, but nothing happens; there are no sounds or lights. What should you do?
Connect the power button to the motherboard.
As an IT technician for your company, you have been notified that the Windows domain does not seem to be functioning properly. Being familiar with domains, you are fairly confident you know what the issue is. But just to be safe, you take the applicable time to gather additional information and to identify what, if anything, has changed. Which of the following is the BEST next step?
Create a hypothesis.
You are a first line desktop support technician. A user reports that he cannot access several network files. After some investigation, you determine that the problem is with a network server. Which of the following actions should be performed NEXT?
Determine if escalation is needed.
A user reports that he can't send print jobs to a specific printer. You are able to reproduce the problem on the user's computer. Which of the following actions should you perform NEXT?
Determine whether anything has changed.
You have physically installed a new hard disk drive in your computer and configured the disk in the BIOS using the CMOS setup program. You try to access the hard disk drive in Windows Explorer, but the drive is not displayed. Which utility will you most likely use to solve the problem?
Disk Management
A user reports that the projector in the conference room has display issues when it is connected to his laptop. After identifying the cause and completely resolving the issue, the projector displays the images perfectly both on his laptop and on the projector. Which of the following troubleshooting strategies should be performed NEXT?
Document the solution.
You recently installed a fiber-optic network board in an expansion slot in your system's motherboard. You no longer need to use the integrated UTP network board that is integrated in the motherboard. Click the option you would use in the properties of the integrated network adapter in Device Manager to disable it.
Driver
A user sends a print job to a network printer, and it prints page after page of random characters. He calls the help desk, and a technician discovers that the wrong printer driver had been loaded on the user's workstation. The technician loads the correct driver, verifies that the system works correctly, and documents the resolution. Which of the following actions should the technician perform NEXT?
Educate the user as to how the problem was resolved and verify that they are satisfied with the results.
Lately you hear a clicking noise when reading or writing data from the hard disk. What is the most likely cause of the clicking?
Failing hard drive
You are responsible for managing client workstations for your company. A frantic user calls you one morning exclaiming, "Nothing is working!" Which of the following actions should you perform FIRST?
Identify the problem.
Hardware installation or removal
Incompletely or improperly doing this can cause errors that appear to be memory-related.
Your monitor is displaying images in strange colors. Which of the following is MOST likely the solution to this problem?
Increase the color depth.
You have just finished upgrading the power supply in your desktop computer. Now the hard disk will not work. What should you do first?
Make sure that the hard disk is connected to the power supply.
You have just finished upgrading the power supply in your desktop computer. Now the hard disk will not work. What should you do first?
Make sure the power connectors on the hard disk are plugged in all of the way
First boot of a new computer
Memory is not properly seated or missing/the motherboard is defective.
You have just built a new system from scratch. You turn the computer on, but the system boot fails and sounds a beep code. Which of the following is the MOST likely cause?
Memory not installed or not detected
You are in the process of configuring a new computer. The motherboard has four memory slots and supports dual-channel memory. You install two memory modules. When you boot the computer, the BIOS recognizes both modules, but the memory is not configured to run in dual-channel mode. What should you do?
Move the modules to the correct motherboard slots.
Which of the following is an error detection technique that can detect errors with only one bit?
Parity
You have just installed a new hardware device, upgraded the driver, and installed the custom software that came with the device. Now you can't get the device to work. What should you do first?
Run any diagnostic software that came with the device.
After arriving at work, you turn on your computer to begin your day. Instantly, you see smoke and smell a strange odor coming from the computer. Which of the following would be the MOST important action to take?
Shut off the system immediately.
A user reports that he is unable to access data on an external hard drive. You investigate the problem and determine that the USB cable connection to the hard drive is damaged. You replace the cable. Which of the following actions should you take NEXT?
Test the solution.
Memory upgrade
The memory is not compatible and was not installed and configured properly.
When you try to boot your computer, it hangs after POST. When you access the UEFI setup program, you see that the date is several years behind, and the time is set to 12:01 a.m. Which of the following is the MOST likely cause of this behavior
The motherboard battery has failed.
Software installation
This event can require more memory and can cause problems if there is not enough memory when it occurs.
While troubleshooting a Windows workstation, you find that the computer has several cross-linked clusters within the file system. What utility would MOST likely fix this issue?
chkdsk
You have used your computer for several months without any issues. Recently, you have noticed that when you perform specific actions or open certain files, your computer crashes, and programs sometimes freeze. You suspect that hard disk issues are the cause.
chkdsk
You have a hard disk that has a single primary partition and has been assigned D: as the drive letter. Which tool would you use to configure the drive to use the FAT32 file system?
format
You have physically installed a new hard disk drive in your computer and configured the disk in the BIOS using the CMOS setup program. You try to access the hard disk drive in Windows Explorer, but get an error message. Which utility will you most likely use to solve the problem?
format
After using your LCD monitor for about three months, you notice a small black dot in one area of the screen. Regardless of what is shown on the monitor, the dot remains the same color and in the same location. Which of the following is the BEST method for removing the black dot from the monitor?
Play a video designed to fix dead pixels.
A user calls to complain that her computer is behaving erratically. Some days it functions correctly, and the other days, it crashes frequently. Sometimes, the system won't boot at all. You open the system case and notice the following: - Two of the mounting screws are missing from the system hard disk drive. - The system uses memory modules from several different manufacturers with mismatched capacities. - Several capacitors on the motherboard are bulging and have a brown liquid oozing from them. - The chassis fan on the front of the case is oriented to blow air into the system. What should you do?
Replace the motherboard.
A user reports that her monitor has stopped working. While troubleshooting the issue, you discover a bad video card in the system. You replace the card and connect the monitor cable to the card. Which of the following actions should you perform NEXT in your troubleshooting strategy?
Test the solution.
As you are working on your Windows 10 computer during a fierce thunder storm, lightning strikes the nearby transformer, and your office loses all power. Since your laptop's battery is dead, your computer instantly turns off. Once power to the building has been restored, you turn your computer on and notice that you are now getting a missing DLL error message. What tool is MOST likely to rectify this issue?
sfc
