10-15

What Performance counter tracks the percentage of time the hard drive is in use?

% Disk Time

A custom view filter in Event Viewer can be saved to a file using what extension?

.evtx

Text files that are called initialization files often utilize what two file name extensions? .init .ini .inf .start

.ini .inf

What option, when passed to the shutdown command, will restart the local computer? /h -h /s /r

/r

How much storage does a dynamic disk require for the disk management database? 1 MB 10 GB 5 MB 50 MB

1 MB

What cable system utilizes a fiber-optic cable? 10GBaseT 1000BaseFX 10Base2 10Base5

1000BaseFX

What version of Ethernet utilizes a fiber-optic cable and has a transmission speed of 100 Mbps? 100BaseTX 100BaseFX 1000BaseFX 100BaseCX

100BaseFX

What TCP port is utilized by an SSH server listening for connections?

22

The Remote Desktop and Remote Assistance applications utilize what port for remote access?

3389

What wireless networking radio frequency yields faster speeds but offers shorter range?

5 GHz

On a magnetic drive, what is the most common sector size? 512 bytes 512 KB 16 KB 4 KB

512 bytes

If a device does not receive an IP address from a DHCP server, the device may resort to what kind of IP address?

APIPA

If the computer you are using is a laptop that moves from one network to another, what tab can be used to configure a secondary configuration, such as a static IP if a DHCP server cannot be reached?

Alternate Configuration

Using what Windows 7 utility allows you to create a backup schedule that can include any folder on the hard drive and the system image? Automated System Backup Complete PC Recovery Automated System Recovery Backup and Restore

Backup and Restore

What should be done before any changes are made to a system that is experiencing a problem?

Backup data

A small Windows database structured the same as a registry file and contains configuration information about how Windows is started

Boot Configuration Data (BCD) store

Under the Advanced Options screen, what startup option should be enabled in order to view what did and did not load during the bootup?

Boot Logging

What should be done if a system cannot boot from the hard drive?

Boot from the Windows setup DVD

Where is the Windows system registry hive?

C:\Windows\System32\Config

Registry files, if deleted, can be restored from those saved in what folder?

C:\Windows\System32\Config\RegBack

What cell phone technology is the most popular in the United States?

CDMA

If you're looking to install Gigabit Ethernet, what cabling system would you use? coaxial thinnet Cat-6 RG-59

Cat-6

In order to ensure drive health, what command should you use to search for and repair file system errors? Defrag Chkdsk Analyze Optimize

Chkdsk

searches for bad sectors on a volume and recovers the data from them if possible

Chkdsk utility

A window that consolidates several Windows administrative tools that you can use to manage the local PC or other computers on the network

Computer Management

If you enter a command and want to terminate its execution before it is finished, what key press should you use? Ctrl+C Ctrl+V Ctrl+B Ctrl+X

Ctrl+C

What command should you use to rearrange parts of files on the drive so they are contiguous? Optimize Analyze Defrag Chkdsk

Defrag

You can use what utility to convert two or more basic disks to dynamic disks? Disk Management Windows Management System Management Disk Config

Disk Management

What is the last step in the six step troubleshooting method covered in this chapter?

Document

For a GPT hard drive, the bootable partition used to boot the OS and contains the boot manager program for the OS

EFI System Parition (ESP)

What are two valid steps in the six step troubleshooting method discussed in this chapter?

Establish a Theory; Document outcomes

When troubleshooting a device or service that has failed to start, what utility may have information regarding the cause?

Event Viewer

Where can a user find out more information about a hardware or network failure that occurred on that particular PC?

Event Viewer

a Windows tool useful for troubleshooting hardware or network failures, OS error messages, failed services and more.

Event Viewer

The Advanced Boot Options screen can be displayed by pressing what key during the boot sequence?

F8

What file systems supported by Windows can be used for volumes and drives that don't hold the Windows installation? (Choose all that apply.) FAT64 FAT32 exFAT NTFS

FAT32 exFAT NTFS

10Base5 cabling runs at speeds up to 1 Gbps and distances to 500 meters. True or False

False

A WLAN covers a large geographical area and is made up of many smaller networks. True or False

False

As you work to solve a Windows problem, always choose the method that makes the most changes to the system as possible in order to rejuvenate the machine.

False

If you make a mistake that makes the problem worse, it's best to hide the problem until you can resolve it or until you have left the customer site.

False

Most Microsoft patches and device drivers can be applied to a 32-bit installation and also a 64-bit installation.

False

Once you feel like you have resolved a problem, politely tell the customer the job is finished, and go on your way.

False

Phone cords are a type of twisted-pair cable and use an RJ-45 connector. True or False

False

Switches are slowly being replaced by hubs, which are newer technology. True or False

False

The Windows shell is responsible for interacting with hardware.

False

The chkdsk command will not fix anything on the drive unless the drive is unlocked. True or False

False

There is no option for networking access when using Safe Mode.

False

True or False: A problem with virtual networks is that data transmitting through them cannot be encrypted and therefore is not secure.

False

True or False: The Telnet protocol encrypts transmitted data, which therefore cannot be read by others on the network.

False

True or False: The User Datagram Protocol (UDP) guarantees delivery of data to its destination.

False

True or False: When using static IP addressing, software automatically configures the network connection on each device.

False

Windows Disk Cleanup is the utility to use whenever you want to defragment your hard drive. True or False

False

You do not have to be logged on as an administrator in order to use tools found in Computer Management.

False

What status indicators apply only to dynamic disks? (Choose all that apply.) Foreign drive Unallocated Healthy (At Risk) Active

Foreign drive Healthy (At Risk)

Unicast addresses include what types of addresses? (Choose all that apply).

Global address & link-local address

a component of the kernel which makes up the layer closest to the hardware

HAL

What registry key stores information that determines which application is opened when a user double-clicks a file?

HKEY_CLASSES_ROOT

When a user logs into Windows, what registry key is created?

HKEY_CURRENT_USER

What registry key is considered to be the most important key, containing hardware, software, and security data?

HKEY_LOCAL_MACHINE

What dynamic link library handles low-level hardware details?

Hal.dll

Which of the following text error messages can indicate that BIOS could not find a hard drive? (Choose all that apply).

Hard drive not found No boot device found

What two protocols are used to deliver mail messages?

IMAP4 and POP3

What is the name of the 32-bit or 128-bit number that is used to identify a device on a network?

IP Address

What error messages indicate that the MBR sector is damaged, or the active partition is corrupt or missing? (Choose all that apply.)

Invalid partition table Error loading operating system

What is a typical symptom that might indicate the MBR record is damaged?

Invalid partition table error

In Windows 7, what startup option can be used to restore the registry settings from the previous login?

Last Known Good Configuration

Registry settings and device drivers that were in effect when the computer was last logged into successfully

Last Known Good Configuration

What network type covers a large campus or city? PAN WLAN MAN WAN

MAN

What command creates a subdirectory under a directory? RD MD CD AD

MD

What are some useful rules to use when troubleshooting? (Choose all that apply).

Make No Assumptions Become a Researcher Establish your Priorities

You can quickly identify a problem with memory or eliminate memory as the source of a problem by using what tool?

Memory Diagnostics

Using what utility allows you to build your own customized console windows?

Microsoft Management Console

What is the file name given to the Windows kernel?

Ntoskrnl.exe

A self-diagnostic program used to perform a simple test of the CPU, RAM, and various I/O devices

POST (power-on self test)

a hidden file stored in the root directory of drive C

Pagefile.sys

What Windows utility is particularly useful in identifying software and hardware bottlenecks, and provides the ability to monitor in real time?

Performance Monitor

What utilities can be accessed using the Computer Management window?

Performance Monitor Event Viewer

What Task Manager tab shows running processes organized by Apps, Background processes, and Windows processes?

Processes

Which of the following tabs can be found in the Windows Task Manager dialog box in Windows 8? (Choose all that apply).

Processes Performance Startup

What two different types of coaxial cable have been used for cable TV? RJ-45 RG-6 RG-59 RG-PVC

RG-6 RG-59

What does a 1000BaseT NIC use to connect to a network cable? HDMI port RJ-45 port 10BaseT port Half duplex port

RJ-45

a database designed with a treelike structure that contains configuration information for Windows, users, software applications, and installed hardware devices

Registry

If you need to see information about problems and errors that have happened over time, what utility should you use?

Reliability Monitor

What DSL technology provides equal bandwidth in both directions? ADSL VDSL SDSL HDSL

SDSL

What functions as the name of a wireless network?

SSID

Within the Properties box of a service in the Services console, what is NOT a valid startup type for a service?

Scheduled

Originally developed by IBM, what protocol is used by Windows to share files and printers on a network?

Server Message Block (SMB)

A program that runs in the background and is called on by other programs to perform a background task

Service

What Windows utility is used to control the Windows and third-party services installed on a system?

Services console

What Windows process is responsible for authenticating users?

Smss.exe

What program is used to start the part of the Win32 subsystem that displays graphics?

Smss.exe

What are some of the responsibilities of the kernel during the startup process? (Choose all that apply.)

Starts critical services Starts the Session Manager

What is responsible for getting a system up and going and finding an OS to load?

Startup BIOS

What Windows utility can be used to find out what processes are launched at startup?

System Configuration

Restore points are created at regular intervals and just before you install software or hardware by what utility? System Activation System Protection System Restoration System Prevention

System Protection

What two standards have been established for wiring twisted-pair cabling and RJ-45 connectors? T568A T568B TIA/EIA 586 T568C

T568A T568B

What protocol makes a connection, checks whether the data is received, and resends it if it is not?

TCP

lets you view the applications and processes running on your computer as well as information about process and memory performance, network activity, and user activity

Task Manager

can be set to launch a task or program at a future time, including at startup

Task Scheduler

What events can occur during BootMgr's role in startup? (Choose all that apply.)

The settings in the BCD are read Dual-boot menu is displayed

A Windows 7 system repair disc can be created using the Backup and Restore utility.

True

A hard boot takes more time than a soft boot.

True

A punchdown tool is used to wire twisted-pair cabling to a keystone jack. True or False

True

Defragmenting is not recommended for solid-state hard drives. True or False

True

Errors with memory are often difficult to diagnose because they can appear intermittently and might be mistaken as other types of errors.

True

The Advanced Boot Options menu appears when a user presses F8 as Windows is loading.

True

The Home editions of Windows 7 do not include the Local Security Policy or Print Management.

True

There is no undo feature in the Registry Editor.

True

True or False: The current release of SMB is CIFS, also called SMB2.

True

Using Windows 7 Backup and Restore, you can back up the volume on which Windows is installed. True or False

True

Windows Task Scheduler can be set to launch a task or program at a future time, including at startup.

True

Windows needs free space on the hard drive for normal operation, for defragmenting the drive, for burning CDs and DVDs, and for a variety of other tasks, so it's important to delete unneeded files occasionally. True or False

True

You should take ownership of a customer's problem as if it is your own problem.

True

What types of events are logged by Windows and can be viewed using the Event Viewer?

Warning Information Error

In the T568B wiring scheme, what two color pairs are used for transmit and receive on a 100BaseT network? White/green, green White/brown, brown White/orange, orange White/blue, blue

White/green, green White/orange, orange

What is the name of the program that reads the settings in the Boot Configuration Data (BCD) file and manages the initial startup of the OS?

Windows Boot Manager

In Windows 8/7/Vista, the program responsible for loading Windows.

Windows Boot Manager (BootMgr)

uses a flash drive or secure digital (SD) memory card to boost hard drive performance

Windows ReadyBoost

A lean operating system that can be used to troubleshoot problems when Windows refuses to start

Windows Recovery Environment (RE)

What partition is the bootable partition that startup BIOS turns to when searching for an operating system to start up on an MBR partitioned drive? extended partition startup partition active partition volume

active partition

What should you do when you have a customer that is frequently complaining about your company, products, or services?

allow the customer to vent for a while and apologize as necessary

What are three possible reasons for an application error that should be considered at step 3 of the application troubleshooting process?

application may be corrupted application settings may be wrong consider data corruption

When attempting to solve application errors, what does the first step involve?

ask the user to reproduce the problem while you watch interview the user and back up data try a reboot

an extra copy of a data or software file that you can use if the original file becomes damaged or destroyed

backup

can be partitioned and formatted as a stand-alone hard drive

basic disk

When working with co-workers and supervisors, which of the following is a good practice?

be professional by putting business matters over personal matters

When working with a computer illiterate user over the phone, what is NOT a good practice?

before proceeding with the call, tell the customer to put someone else on the line

What command can be used to scan for Windows installations not stored in the BCD?

bootrec /scanOS

What command can be used to repair a dual boot system?

bootsect

What type of device do you need if you want to connect two network segments together such as a wireless network and a wired network? hub NAS repeater bridge

bridge

Regarding the Performance Monitor utility, which statements are accurate?

can monitor in real time can save data in logs

What command can be used to check for file system errors?

chkdsk /r

In order to remove any partition or volume information from a selected disk, what diskpart command should be used?

clean

What is another name for a file allocation unit? sector cluster segment fragment

cluster

Restarts the computer by turning off the power or by pressing the Reset button

cold boot

If you have an overly confident user on the phone, what is a good practice?

compliment the user's knowledge, insight, and experience

What two terms are used to describe the User Datagram Protocol (UDP)?

connectionless protocol and best effort protocol

What device handles access to another network for a client computer if it does not have a better option?

default gateway

rearranges files on the drive into as few segments as possible

defragmenting

A command to manage hard drives, partitions, and volumes.

diskpart

What command can be used to manage hard drives, partitions, and volumes?

diskpart

If a game or desktop publishing app that relies heavily on graphics is not performing well or giving errors, what command can you run to view DirectX information?

dxdiag.exe

What type of IP address is configured by a server when a device first initiates a connection to the network?

dynamic

can span more than one hard drive

dynamic volumes

The Windows kernel includes what two main components?

executive services HAL

What is the fourth partition on a hard drive called? extended partition master boot record volume primary partition

extended partition

the overall structure an OS uses to name, store, and organize files on a drive

file system

What type of device can be used to block unwanted traffic initiated from the Internet and can also restrict Internet access from an internal network?

firewall

What functions might be provided by a SOHO router besides the normal duty of routing packets between networks? (Choose all that apply).

firewall & wireless access point

A Windows 7/Vista command option that repairs the boot sector of the system partition.

fixboot

What is the unit of information called when a network adapter adds the source and destination MAC address to the segment of data before it is transmitted on the network? frame packet bit segment

frame

The ability to send and receive transmissions at the same time on an Ethernet cable is referred to by what term?

full duplex

What should you do after a problem has been resolved at an on-site service call?

if you changed anything since the last boot, reboot one more time

What command will display a list of active and inactive network interfaces on Unix, Linux, and Mac OS X? ipconfig -a ifconfig -a netsh show interfaces ip list network

ifconfig -a

What command can be used to display IP addresses assigned to all network connections on a system?

ipconfig

What two commands are used to display TCP/IP configuration on Windows and Unix / Linux / Mac OS X operating systems, respectively? net show ipconfig show ip stat ifconfig

ipconfig ifconfig

What command can be used to flush the local DNS cache on a Windows computer?

ipconfig /flushdns

What statement regarding crossover cables is accurate? -it's normally used to connect a computer to a hub or switch -you use the T568B wiring standard on both ends -it is required to connect two Gigabit Ethernet switches together -it can be used to connect two PCs together

it can be used to connect two PCs together

Which statement regarding 10-Gigabit Ethernet is accurate? you can use Cat-5e or Cat-6 cabling it is a good choice for backbone networks it is sometimes called Fast Ethernet coaxial is a good choice for cabling

it is a good choice for backbone networks

What statement regarding satellite connections is accurate? -it provides higher throughput than other connections -it is only available in metropolitan areas -it provides low latency connection -it requires line of sight connectivity

it requires line of sight connectivity

The core of the OS that is responsible for interacting with hardware

kernel

What is a good practice when working with a customer on site?

limit use of your cell phone to work-related calls

Volumes within an extended partition are known by what term? extended volumes extra volumes logical drives logical expansions

logical drives

What type of storage drive contains spinning platters? optical hard drive solid-state drives floppy hard drives magnetic hard disk drives

magnetic hard disk drives

What command will open the Memory Diagnostics utility?

mdsched.exe

a volume that can be accessed by way of a folder on another volume so that the folder has more available space

mounted drive

What application can be used to set Windows 8 to boot into Safe Mode while still in Windows?

msconfig.exe

What two tools can be used to disable a service and to give a list of all currently running services, respectively?

msconfig.exe taskmgr.exe

If you need to find the model and speed of the installed processor and hard drive and the amount of memory installed, what utility should you open?

msinfo32.exe

What command manages user accounts on the local system in Windows? net user net localuser useradd netsh user

net user

What file holds the preferences and settings of the currently signed-in user?

ntuser.dat

How often does Windows 7/Vista automatically defragment a hard drive? once a week once a day once a month once an hour

once a week

What piece of equipment is NOT a tool that would be considered appropriate equipment for on-site visits?

oscilloscope

In order to terminate multiple network cables that converge in one location such as an electrical closet or server room, what should you use? patch panel RJ-45 jack terminal adapter loopback port

patch panel

Which of the following involves assigning a problem to those higher in the support chain?

problem escalation

How are IP addresses available to the Internet classified?

public

What command will unregister a component when run?

regsvr32.exe /u

What task can't be performed by using Task Manager?

restart a process

What is a snapshot of the system settings and configuration called? rollback point restore unit rollback unit restore point

restore point

snapshots of the system and include Windows system files that have changed

restore points

The System Restore utility can be started from command line using what executable?

rstrui.exe

What console can be used to enable, disable, start, or stop a service?

services.msc

If you suspect corrupted system files are causing issues, what command can be run to search for and replace the corrupted files?

sfc /scannow

What should be entered at a command prompt in order to scan all system files?

sfc /scannow

the portion of an OS that relates to the user and to applications

shell

What term is used to describe the unused space at the end of the last cluster? zero slack void null

slack

What is the term given to the individual tools in a console?

snap-ins

To restart a PC without turning off the power

soft boot

What key will cause the Windows Boot Manager to appear as long as it is pressed during the Windows startup process?

spacebar

Which physical topology uses a centralized device to manage traffic on the network? mesh ring bus star bus

star bus

What two terms describe the type of network cable that is used for connecting a computer to a switch or other network device? crossover cable power over Ethernet cable straight-through cable patch cable

straight-through cable patch cable

How is the network portion and the host portion of an IP address identified?

subnet mask

What type of network device keeps a table of the MAC addresses of the devices connected to it? hub router NIC switch

switch

In Windows, what two terms describe the active partition on an MBR drive, and the location where the Windows operating system is stored, respectively? primary partition logical partition system partition boot partition

system partition boot partition

What two protocols are used for remote access to a server, using unencrypted and encrypted transmissions respectively?

telnet and SSH

Why are there twists in the wires that are used for network cabling? -the twists increase the cable strength -the twists reduce crosstalk -the twists make is easier to punchdown the cable -the twists reduce the amount of copper needed

the twists reduce crosstalk

If a storage pool is configured as if it has more virtual storage than the physical drives actually offer, what feature is being used? thick provisioning thin provisioning explicit zeroing implicit zeroing

thin provisioning

What is defined as a record of a call for help with a computer problem?

ticket

Under what circumstance might you use an Ethernet loopback plug? to test a USB port to capture network packets to test a network cable to find the max speed of a connection

to test a network cable

If you are experiencing issues reaching a target destination network, and you need to to display each hop to the destination, what command should you use? ipconfig ifconfig tracert nslookup

tracert

Packets are delivered to a single node on a network when using what type of IPv6 address?

unicast address

What are two methods that can be used to free up disk space on a hard drive? -Format the hard drive -Delete the Windows/System directory -Uninstall software you no longer use -Use drive compression

uninstall software you no longer use use drive compression

What can you do if you suspect an application requires more privileges than the currently logged-on account?

use the Run as administrator shortcut menu option

Shell subsystems that have only a limited access to system information and can access hardware only through other OS services are operating in what mode?

user mode

What is Pagefile.sys used for in Windows? system file storage to store E-books video RAM virtual memory

virtual memory

used to enhance the amount of RAM in a system

virtual memory

The solution for securing private data traveling over a public network, such as the Internet, is the use of what type of network?

virtual private network (vpn)

What two programs are utilized when Windows resumes from hibernation, depending on the motherboard's BIOS/UEFI?

winresume.efi winresume.exe

What command can be issued within Windows RE to enable networking?

wpeinit

Which of the following is true about cable Internet? -you share the cable infrastructure with your neighbors -you need filters on every phone jack -fiber optic cabling is required -provides up to 2.3 Mbps of bandwidth

you share the cable infrastructure with your neighbors