Chapter 4 troubleshooting questions

Your customer wants to build a new computer and needs to make sure he orders the correct power supply for his machine. What should you tell him to check to make sure he orders the correct power supply? (Select all that apply.) * a. Wattage requirements b. RAM requirements c. Type of cooling d. Form factor e. Number of hard drives f. Video requirements

a

17. What are two reasons to tie cables up and out of the way inside a computer case?

don't block the airflow or Fan turning

14. Your friend Suzy calls to ask for help with her computer. She says when she first turns on the computer, she doesn't hear a spinning drive or fan or see indicator lights, and the monitor is blank. Is the problem hardware- or software-related?

hardware

15. Which two components in a system might make a loud whining noise when there is a problem? Why?

pOWER supply or failing harddrive

1. How much power is consumed by a load drawing 5 A with 120 V across it?

v x A =w = 600W

12. How do you determine the wattage capacity needed by a power supply?

+ 30 % of the total wattage

4. What should you immediately do if you turn on a computer and smell smoke or a burning odor? a. Unplug the computer. b. Dial 911. c. Find a fire extinguisher. d. Press a key on the keyboard to enter BIOS setup.

A

5. Heather is troubleshooting a computer at her worksite. She has interviewed the computer's user and is currently trying to reproduce the problem the user described. Heather is in which step of the troubleshooting process? * A. Establish a theory of probable cause. B. Test the theory to determine a cause. C. Verify full system functionality. D. Identify the problem.

A

A POST card: A. Is used to troubleshoot computer startup problems B. Terminates the SCSI chain C. Allows for testing connector pins on the NIC port D. Is used in biometric authentication

A

An actuator arm assembly failure manifested by loud clicking noise emitted from the inside of the computer case is a problem symptom that should prompt for: A. Data backup and hard drive replacement B. Replacement of a faulty cooling fan c. Central Processing Unit (CPU) replacement d. Data backup and replacement of a faulty primary storage module e. Power Supply Unit (PSU) replacement

A

Self-Monitoring, Analysis and Reporting Technology (S.M.A.R.T.) enables monitoring a system for anticipated: a. HDD failures b. Network interface problems c. Video adapter failures d. Power spikes

A

You go to work after a long weekend and try to turn on your computer. When you push the button on the desktop, the system does not start to boot. The monitor turns on and displays a message saying that there's no signal. When you push the desktop button again, you notice that the lights on the computer are turning on, but you don't hear any sounds coming from the desktop.​What is a possible problem with your computer? * A. Power cord is unplugged. B. Video cable is not connected to the desktop. C. Hard drive has crashed. D. Motherboard no longer works.

A

11. If the power connector from the CPU fan has only three pins, it can still connect to the 4-pin header, but what functionality is lost?

Adjustable speed control listen the noise of the system quiet cool

10. Your computer system loses power while you are working on a project for a very important client. When the computer restarts, you hear continuous beeps coming from your computer, and the monitor is showing no signal. What do the beeps mean? * A. POST has passed, and your computer is working properly; you should check the video cable. B. POST has failed, and you should research the BIOS beep codes. Processor has failed and needs to be replaced. C. RAM should be reseated in the DIMM slots on the motherboard. D. mOtherboard needs to be replaced.

B

5. When you boot up a computer and hear a single beep, but the screen is blank, what can you assume is the source of the problem? a. The video card or onboard video b. The monitor or monitor cable c. Windows startup d. The processor

B

Establishing a theory about the probable cause of a problem is a troubleshooting step that requires conducting research based on symptoms and may also involve asking for assistance from a more experienced tech. True or False ______

B

In laser printing, long vertical streaks on each output page indicate a problem with: a. Printer calibration b. Damage to the imaging drum c. The printer driver d. Clogged print head nozzles

B

Possible causes for continuous system reboot loops might include: A. Overheating B. Hardware failures C. Corrupted OS installation D. Misconfigured OS E. All of the above

E

Which component may be considered a field replaceable unit or FRU? * a. LCD screen B. Power supply C. Hard drive D. Motherboard E. All of these

E

George is involved with a project at work and notices that he has a pending update for his computer. George knows that updates are important, and he decides to take a break and complete the restart of the computer so that the update can install. After George restarts the computer, he notices that his AutoCAD program is running slowly. The issue continues to the point that George decides to call the technician and ask him to check what is going wrong on his computer. The technician tells George to turn the computer off and then on again and asks George how much RAM is counted. The amount of RAM is 8GB less than the amount that was installed on George's system. What hardware could be causing this problem? * a. RAM b. Processor c. Motherboard d. Video card e. CMOS battery

A

Phil wants to add a new video card, and he is sure the power supply is sufficient to run the new video card. But when he tries to locate the power connector for the new video card, he does not find a 6-pin PCI-E power connector. He has several extra cables for hard drive power cables from his power supply that he is not using.​What is the least expensive way for Phil to power his video card? * A. Use a SATA to 6 pin PCI-E adapter. B. Change the dual voltage option. C. Purchase a new power supply. D. You will not be able to add the video card to the system.

A

Sara is having a tough time finding the cause of a problem on a computer she is troubleshooting. She found a possible problem but is not sure if she is correct. In case she is wrong, Sara does not want to test her theory, because doing so might worsen the problem.​What would you advise Sara to do? * A. Research the problem on the Internet. B. Test her theory. C. Take a guess about what the problem might be. D. Tell her customer she can't fix the problem.

A

The Blue Screen of Death (BSoD) in MS Windows provides technical information that might help advanced users to determine the cause of stop error. Information typically displayed on the screen for this type of error includes: an error code, the memory address where it occurred, and the name of the driver that caused it. True OR fALE

A

The final step of a troubleshooting process should involve documenting findings, actions and outcomes. This step comes after verification of full system functionality and the implementation of applicable preventive measures. True or False

A

When PC components are not getting enough power, common fixes include disconnecting all extraneous peripheral devices that might be putting too much load on the Power Supply Unit (PSU), reseating the PSU cable connectors inside the computer case, and using a PSU tester to check if the power supply is working properly. True or False

A

William has been working on a problem with a computer at his company for several hours and still can't ascertain the problem. The computer will not turn on, and William has tried everything he can think of to fix the computer. He has replaced the power cord, the power supply, and even the power strip the computer is plugged into. William decides that it must be the motherboard and takes the computer to his shop to replace the motherboard on the computer. When he plugs the computer in, it turns on. The problem was not the computer—someone had turned off the switch for the wall outlet that the power strip was plugged into. * A. Identify the problem. B. Establish a theory of probable cause. C. Test the theory to determine cause. D. Establish a plan of action to resolve the problem and implement the solution. E. Verify full system functionality. F. Document findings

A

You are troubleshooting a computer that your client said turns off during normal operation. While you are trying to identify the problem, the client also informs you that if he waits a while, the computer will turn back on and run normally for a bit. You open the system and immediately notice a large dust buildup around the processor fan and heat sink. What problem can you detect on the computer and confidently report to your client? * A . System is overheating. B. Overclocking has failed. C. Processor must be replaced. D. Processor cooling system has failed.

A

Which of the following would help ensure proper re-assembly of a serviced mobile device? (Select all that apply) A. Using appropriate hand tools B. Documenting and labeling cable and screw locations C. Magnetic mat/separate containers used for holding disassembled parts D. Removing dust buildup inside the device case E. Manufacturer documentation used as a reference

A B C E

Which of the following printer problems may be caused by depleted toner? (Select all that apply) A. Faded printouts B. Garbled characters on printer output pages C. Ghost images D. Printing blank pages E. Vertical streaks on each output page

A D

Disk Defragmenter is a software tool used to rearrange data on magnetic drives in order to improve system performance. Defragmentation results in faster read/write operations of a magnetic hard drive's read/write heads because defragmentation consolidates data into the smallest contiguous regions. This means that the heads can access data sequentially without seeking data fragments in different areas of a disk. True OR FALSE

B

Garbled characters on output pages may indicate a printing problem related to which of the following? A. Calibration B. Printer driver C. Fuser assembly D. Imaging drum

B

James added a new video card and needs to get a power supply that will have enough power to run the new card. When researching the new power supply, what feature does James need to look for to make sure he has enough power to run his computer with the new video card? * A. Form factor B. Wattage C. Dual voltage option D. 80 Plus Gold rating

B

Landon starts his computer and receives the error message, "Hard drive is not found." In a panic, he calls you because he did not back up his data and has numerous important files on his hard drive. During your investigation, Landon tells you he was watching a movie on his computer the previous night. What might be the problem with Landon's computer? * A. CMOS RAM has lost power and reset to defaults. B. Boot priority is set to the DVD drive. c. POST failed. D. Motherboard needs to be replaced.

B

Once the theory of probable cause of the problem has been established, the next troubleshooting step should be: A. Verifying full system functionality B. Testing the theory to determine the problem cause C. Implementing the solution D. Establishing a plan of action to resolve the problem ___

B

The term "Stuck pixel" refers to a tiny spot on an LCD monitor display screen that permanently remains black when it should be activated and displaying color. True OR FALSE

B

You decide to add three new hard drives to your computer so that you can increase the amount of storage on it. When you install the hard drives, you find enough SATA connections on the motherboard, but it is short one SATA power connector. What is the easiest way to add a SATA power connector to the system? A. Purchase a new power supply. B. Use a Molex to SATA power adapter. C. Use the Molex connector. D. You will not be able to add the SATA hard drive

B

You notice that your computer is running slow and decide to reboot the computer to see if that will fix the problem. During the reboot, you notice that the amount of RAM shown during the RAM count is not the same as it was the day before.​What might cause this problem? * a. CMOS battery is failing. b. RAM module has become unseated. C. cMOS RAM has become corrupt. d. System is overheating.

B

3. You upgrade a faulty PCIe video card to a recently released higher-performing card. Now the user complains that Windows 10 hangs a lot and gives errors. Which is the most likely source of the problem? Which is the least likely source? a. A component of the computer is overheating. b. Windows does not support the new card. c. The drivers for the card need updating. d. Memory is faulty.

B C

9. You have repaired a broken LCD panel in a laptop computer. However, when you disassembled the laptop, you bent the hinge on the lid so that it now does not latch solidly. When the customer receives the laptop, he notices the bent hinge and begins shouting at you. What do you do first? Second? a. Explain to the customer you are sorry but you did the best you could. b. Listen carefully to the customer and don't get defensive. c. Apologize and offer to replace the bent hinge. d. Tell the customer he is not allowed to speak to you like that.

B C

Which of the following could help when troubleshooting a system that attempts to boot to an incorrect device? (Select 2 answers) A. Administrative Tools B. Disconnecting any USB thumb drives C. Safe mode troubleshooting D. Checking BIOS settings for boot order E. Device Manager

B D

_____________________________________ The most common and simplest reasons that a computer monitor is unable to display a screen image include: (Select 2 answers) A. Inverter failure B. Loose cable connections C. Bad LCD display D. Wrong input selection E. Backlight failure

B D

A dim display on a laptop LCD screen might indicate that there is a problem with: (Select 2 answers) a. Stuck pixels b. Backlight c. Dead pixels d. Incorrect color patterns e. Inverter

B E

2. What is a reasonable wattage capacity for a power supply to be used with a system that contains a DVD drive, three hard drives, and a high-end video card? a. 250 W b. 1000 W c. 700 W d. 150 W

C

7. Someone asks you for help with a computer that hangs at odd times. You turn it on and work for about 15 minutes, and then the computer freezes and powers down. What do you do first? a. Replace the surge protector. b. Replace the power supply. c. Wait about 30 minutes for the system to cool down and try again. d. Install an additional fan.

C

8. You own a small computer repair company and a customer comes to you with a laptop that will not boot. After investigating, you discover the hard drive has crashed. What should you do first? a. Install a hard drive that's the same size and speed as the original. b. Ask the customer's advice about the size of the drive to install, but select a drive that's the same speed as the original drive. c. Ask the customer's advice about the size and speed of the new drive to install. d. If the customer looks like he can afford it, install the largest and fastest drive the system can support.

C

According to troubleshooting theory, when should verification of full system functionality and implementation of applicable preventative measures be performed? A. After documenting findings, actions and outcomes B. As the first step of the troubleshooting process C. After implementing the solution D. As the last step of the troubleshooting process _________________________

C

After developing a plan of action to resolve a problem, the next step in a troubleshooting methodology should be to: A. Conduct research based on symptoms B. Test the theory to determine problem cause C. Implement the solution D. Establish a theory of probable cause of the problem ________________________

C

An IPv4 address within the range of 169.254.0.1 through 169.254.255.254 indicates a problem with what type of service? A. SMTP B. DNS C. DHCP D. SNMP

C

Lin is booting up his computer, and during the boot process, the computer powers down. After several unsuccessful attempts to boot his computer, he decides that he needs to start the troubleshooting process. Lin thinks that the problem could be in the power supply, so he uses a power supply tester. The test shows that the power supply is functioning properly. What should Lin check next in the troubleshooting process? * A. Processor B. Motherboard C. RAM D. Hard drive

C

Pinwheel" is an informal term used for describing stop errors in: A. Android B. Linux C. macOS D. Windows

C

When advising a customer on the purchase of a new power supply, you should explain that if the power supply runs at peak performance all the time, it will overheat. Additionally, power supplies can lose some capacity over time. Considering these conditions, you recommend that the customer purchase a power supply with a power rating higher than what the system currently uses. How much more wattage over peak do you recommend the customer purchase? * A. 15% more B. 20% more C. 30% more D. 40% more

C

Which of the following actions should be the first step in a troubleshooting process? A. Establishing a theory of probable cause of the problem B. Conducting external or internal research based on problem symptoms C. Identifying the problem D. Establishing a plan of action to resolve the problem

C

Which of the following is the name for a permanent computer display screen discoloration caused by displaying the same static image for an extended period of time? a. Artifact b. Stuck pixel c. Burn-in d. Dead pixel

C

Which hardware components need attention when the issue symptoms on a failing system include loud noises from the inside of a computer case? (Select 3 answers) A. RAM modules B. Magnetic Hard Disk Drive (HDD) C. Cooling fans D. Solid-State Drive (SDD) E. Analog modem F. Power Supply Unit (PSU)

C F

. When Amy turns on her computer, she notices a burning smell. Smoke comes out of the case, and Amy immediately turns off her computer.​What might be causing Amy's computer to emit smoke and a burning smell? * A. Processor error B. RAM error C. Motherboard error D. Power problem

D

In laser printing, toner falling off of a printed copy indicates a problem with which of the following? A. Toner cartridge B. Print head C. Cleaning blade D. Fuser assembly

D

Kiera is building a new computer and wants to make sure she has an adequate power supply for all the new equipment she is purchasing. She will be installing three HDDs, with each using 25 watts. The processor she is using will need 125 watts. The motherboard will use 80 watts. RAM will require 3 watts for each of the four DDR3 DIMM modules. Her video card will need 400 watts to run at the maximum level. She wants to keep the cost as low as possible for the power supply.​Which power supply would you recommend? * A. 600W power supply B. 700W power supply C. 800W power supply D. 900W power supply

D

Over the past week, every time Larry has started his computer, he has noticed that the time is not correct. Larry didn't consider this a problem because his computer was working properly. However, now Larry has decided that he should investigate why the time is not accurate.​What can you tell Larry to check to find out why the clock does not keep the right time? * A. POST is failing. B. The internal time clock is malfunctioning. C. The motherboard is going bad and needs to be replaced. D. The CMOS battery is bad and needs to be replaced.

D

Rebecca completed work on a computer and is verifying the functionality of the system when she finds a new problem. This problem is not urgent and can be easily fixed. The policy at Rebecca's company is that all problems need to be reported and given a priority code before they can be assigned to someone. What should Rebecca do about this new problem? * A. Report the new problem. B. Troubleshoot the new problem. C. Ignore the new problem. D. Determine whether fixing the first problem caused the second problem

D

Sara works in the IT department for a large retail store. She has been testing a theory about why an error message keeps popping up on a coworker's computer when he tries to start Windows. She has hit a wall and doesn't know where to look next. Sara feels very frustrated with the problem. What should Sara do to help work out the solution? A. Write down everything. B. Divide and conquer. C. Don't assume the worst. D. Take a break and come back later.

D

When testing your theory, you discover that you are wrong.​What is your next step in the troubleshooting process? * A. Ask your client more questions. B. Establish a plan of action to resolve the problem. C. Establish a new theory of probable cause. D. Document your findings.

D

When you verify a system is functioning properly, you determine that the problem could have been prevented. What should you do to help the computer's user avoid having the same problem again? * A. Lock the user out of the problem area. B. Instruct the user on how to prevent the problem. C. Don't tell the user anything so that he will have to call you back when the problem occurs again. D. Document the problem and hope the user reads your notes.

D

Which of the following is a common solution for BIOS time and setting resets? A. Windows Update B. Primary storage module replacement C. Safe mode troubleshooting D. CMOS battery replacement

D

While you are working on your computer, it shuts down unexpectedly, and you detect a burning smell. When you remove the case cover, you notice a distended capacitor. What can you do to fix this problem? * A. Reseat the RAM. B. Replace the CMOS battery. C. Replace the power supply. D. Replace the motherboard.

D

Which of the following actions may help when troubleshooting a non-responsive touchscreen on a mobile device? A. Reseating the device's battery B. Erasing all content/settings and restoring the device to factory defaults (factory reset/hard reset) C. Pressing a specific key combination/button to perform system restart (soft reset) D. Removing screen protector and cleaning the screen E. All of the above

E

Which of the following might be caused by excessive dust buildup inside a computer case? A. Overheating B. Unexpected shutdowns C. Intermittent device failures D. Continuous reboots E. All of the above

E

Which step of the laser printer imaging process requires troubleshooting if a printer produces ghost images on output pages? A. Charging B. Fusing C. Exposing D. Developing E. Cleaning

E

Which of the following actions might solve the problem of leaking/burst/bulged capacitors inside a computer case? (Select 2 answers) A. Motherboard replacement B. Central Processing Unit (CPU) replacement C. Memory module replacement D. Power Supply Unit (PSU) replacement E. Capacitor replacement

E A

16. Your boss assigns you a trouble ticket that says a computer is randomly shutting off after about 15 minutes of use. You have a theory that the computer is overheating. What utility program can you use to read system temperatures?

Go in the Bios and check the temperature

10. As a help-desk technician, list four good detective questions to ask if a user calls to say, "My computer won't boot."

Has your computer overheated recently Is there any signal pops up on the screen Did you or anyone else dropped your computer on the floor Did you update anything ?

18. You suspect a component in a computer is fried. You remove any unnecessary hardware devices one by one to narrow down where the problem exists. Which step in the troubleshooting process is this?

Test the theory

13. You've decided to build a new gaming computer and are researching which power supply to buy. Which component in a high-end gaming computer is likely to draw the most power? What factor in a power supply do you need to consider to make sure this component has enough wattage?

Video card