Final

When should a technician work inside the PSU?

Never, because of dangerous electrical charges

You are troubleshooting a Mac computer with an app that stops responding to mouse or keyboard actions.How can you stop the application when it is nonresponsive?

Press the Option+Command-Esc shortcut keys

You need a tool that allows you to run Windows Defender before Windows loads.What tool should you use?

Windows Defender Offline allows you to run Windows Defender before Windows loads.

Luis is having a problem with his computer booting to Windows. He has received the following error message.Luis checked his setup BIOS and saw that the hard drive was connected. Luis has decided to boot to the Windows RE Command Prompt. What command should Luis use to repair the master boot record?

bootrec /fixmbr

Which of the following is a partition type that cannot have a drive letter assigned?

extended

You need to stop a running task so that you can delete a file.Which command in the Command Prompt allows you to stop a running process?

taskkill

You are experiencing unexpected pop-up windows, slow performance, suspicious hard drive activity, and missing files on your computer.What might be issue with your computer?

Your computer has been infected by a virus

Jerry is the company's new IT supervisor. The company recently started allowing employees to use their smartphone and tablets to connect to network resources over a secure connection.What is a possible vulnerability when allowing BYOD on the network?

Non-compliant systems

Which of the following devices provides the best protection to the computer and user data during electrical anomalies?

Uninterruptible power supply

While watching a live stream on his computer using Microsoft Edge, Aiden is receiving random ads for Doritos.How can Aiden stop these random ads from interrupting his web browsing?

Pop-up blocker

You are trying to play music through the internal speaker of your mobile device but no sound can be heard. You verified the volume control is turned up and sound can be heard using a Bluetooth headset.What can you do to fix this problem?

Redirect the sound output to the internal speaker.

Before beginning to work inside a computer system unit, which of the following is the first step to take to ensure your safety and the safety of the equipment?

Remove AC power from the system

You have been dispatched to deal with an escalated trouble ticket in which the user is receiving an error message stating Windows detected a hard drive problem reading from sector 153. The previous technician backed up the user's data and started troubleshooting but was unable to duplicate the error.Which of the following steps should you take next to help determine the cause of the error message?

Run chkdsk on each HDD installed on the system

A Mac user is trying to locate a file by name.Which macOS utility can be used to find the file?

Spotlight

A Windows system is displaying an error when attempting to run an application. The error message states a program can't be started because a DLL file is missing from the computer.What steps should you take to resolve this error? (Select TWO.)

- Reinstall the application - Register the missing DLL component

If your laptop's OEM recovery partition becomes corrupt, what can you do to restore it back to factory defaults? (Select all that apply.)

- Use the Windows recovery drive on a flash drive you created - Download recovery media from the manufacturer's website

Which of the following steps will minimize attacks on the default, built-in user accounts created during a Windows setup?

Change the default account user names.

At the completion of servicing a laptop computer, the technician replaced the laptop's battery.What is the proper step to take to dispose of the defective battery?

Check the MSDS for the battery or the battery documentation for disposal instructions

While working on a printer, you spill a cleaning solution that was sitting on the floor next to the printer stand.What step should you take next for the safety of others as well as your own safety?

Check the MSDS for the liquid and follow the instructions.

Which type of device should you use to destroy a magnetic hard drive by using an electromagnetic field to destroy the hard drive's data and formatting?

Degausser

Regina believes that her system might have a virus because it seems to crash all the time. She wants to see what is causing her system to crash.Where can Regina find information about the system crash in Windows?

Event Viewer

Lance is working on a customer's computer and thinks that the wireless NIC card needs to be replaced, which he tells the customer. After Lance replaces the wireless NIC, the problem on her computer still is not resolved.What should Lance tell the customer?

Explain that what he thought was the problem was incorrect.

Which of the following partition types can hold up to 128 partitions or volumes?

GPT

A group of accountants encrypt the emails they send to your company because they contain highly sensitive financial information. Today you received a call from one of your users stating they are unable to decrypt any of the emails sent by the accountants.Which of the following steps will you take to resolve this issue?

Generate a new public and private key.

You are configuring a user account on a Windows 10 computer that visiting vendors and sales professionals will use in the company's reception area. The user account needs to be the most restrictive type of account.Which of the following account types will meet this requirement?

Guest Account

Which of the following operating systems historically comes up short on the number of available desktop applications?

Linux desktop OS

Ray worked all morning trying to fix Lisa's broken computer. Ray discovered a problem with the RAM and replaced a bad module. He put the computer back together and tested the new RAM. He rebooted the computer into UEFI, and all the modules were read properly. Ray documented the problem and the solution in his tracking software and now is ready to head back to his work area.Who decides whether the work is completed and that Ray can return to his work area?

Lisa

A technician is troubleshooting a Windows computer in which an application failed to uninstall properly. The technician immediately proceeded to make several changes to the registry and now Windows crashes each time the system is rebooted. The only way to access the operating system is via the Windows Recovery Environment command prompt.What critical step did the technician forget to perform before editing the registry?

The technician should have backed up the registry

Your CIO would like a way to locate desktops if they are stolen. He does not want to purchase software but would like to be able to identify a computer that belongs to the company. Currently the computers are marked with asset tags.What is a more permanent way to label computers?

Theft Prevention Plate

When a standard user attempts to install software on her computer, what prevents her from installing software that might change the Windows registry?

UAC

Luke is setting up a wireless network at home and is adding several devices to the network. During the setup of his printer, which uses 802.11g standard, he finds that he can't connect to the network. While troubleshooting the problem, he discovers that his printer is not compatible with the current wireless security protocol because it is an older version of hardware.What wireless network security protocol can Luke implement on the WAP so that the printer can connect to his wireless network?

WPA-PSK+WPA2-PSK

Lance has a computer that currently uses Windows 8.1 and wants to install the latest version of Windows 10 on the computer. He wants to keep the Windows 8.1 OS available for testing applications that he is developing for both operating systems.Which installation type do you recommend?

Dual-boot installation

All computers in your company are required to have the same website as the home page. The page is supposed to be the company's intranet site. Today your supervisor's computer is opening to a different site.What type of attack might have occurred on your supervisor's computer?

A redirect virus has infected his computer

Patricia is updating the antivirus software on her computer. She clicks on a link and starts the download. About five minutes later, the download fails, and crashes the antivirus program. Patricia tries to restart the program, and the antivirus program fails to restart. Patricia uses the Windows Action Center to try and run the antivirus software, but the software will not run. Instead, she is told that the antivirus software has been disabled, and a different antivirus program has been installed.What has happened to Patricia's computer?

A rouge antivirus was installed

Stephen's supervisor wants to create a system repair disc for Windows 10.Where should Steven navigate to in the Control Panel to create a system repair disc in Windows 10?

Backup and Restore (Windows 7)

A user is having difficulties with a monitor not displaying the maximum number of colors while he is editing photos. The display driver is set to the monitor's native resolution.Which of the following Windows Display settings will the user likely need to adjust to resolve this issue?

Color Depth

The users in your accounting department are frequently away from their workstations to check inventory in the warehouse. During these times, the accounting application needs to remain open.How can you configure the user's workstations to reliably prevent unauthorized employees from viewing information on the monitors while allowing the accounting application to remain open?

Enable the screensaver and require a password to unlock the workstation.

Which of the following security methods is most likely to have the greatest negative impact on device performance by consuming processing resources?

Full device encryption

During a phone conversation you are having with a client, he explains the problem with his computer, and you immediately know how to repair the problem.Which of the following should you not do in this case?

Interrupt the customer and tell him you know how to fix the problem.

A company wants to implement a single server computer to speed up Internet access and protect the private network from attack over the Internet.Which type of server will best meet these requirements?

Proxy Server

A Windows 10 workstation is experiencing a problem when launching an application and displays a message indicating a dependent background service is not running. The technician assigned to the trouble ticket has determined that the dependent service needs to start automatically when Windows is started.Which of the following tools will allow the technician to configure the dependent service to start automatically?

Services Console

While browsing the Internet, Tina received an annoying alarm along with a message stating that she needed to contact a security company using the 800-number provided to get assistance with the security issue on her computer. Tina can press Alt+F4 to close the page.What kind of PC security issue is Tina experiencing?

She is experiencing an online security alert scam

Your company wants you to purchase a copy of bookkeeping software for every computer in the company.What type of license should you purchase?

Site Licence

You are troubleshooting a mobile device with no sound output from the headset or external speakers.Which of the following steps should you take first?

Verify the physical volume control is turned up.

A technician is following instructions to resolve an issue on a Windows workstation that requires an elevated command prompt.Which of the following methods can be used to open an elevated command prompt?

Type cmd in the search box, right-click Command Prompt, and click Run as administrator?

Your company is asking the IT department to take steps to plan and prepare for potential disasters that could disrupt business or result in data loss.Which of the following will minimize or prevent data loss or disruptions during a loss of power to the building?

UPS

An admin deleted an Active Directory user account by accident.What can be done to restore the account?

- Recover the account from the Active Directory Recycle Bin

While using the CLI on a Windows 10 64-bit computer with a single HDD and a single volume, you want to move from the current directory to the directory where Windows is installed.Which of the following will perform this action?

CD %SYSTEMROOT%

Todd is using the Control Panel to try to fix his power options so that the computer's screen will stop turning off so often. The Control Panel on Todd's computer currently looks like the following picture.What can Todd do to change this view so that he can find the Power Options icon in the Control Panel?

Change to Classic View

Your customer is using the Windows Settings app in Windows 10 to set up a new Bluetooth mouse on his laptop.What applet in the Windows Settings app should he select to set up his new mouse?

Devices

Jessica has completed a change to her company's Windows computers to make them more secure on the Internet.What is the last step that Jessica should complete?

Document the change in the change management software

Bryson has noticed that when he is using the Internet, he receives ads that randomly appear in a Google Chrome browser window. When he tries to close the ad, another ad will randomly pop up.What can Bryson do to keep these random ads from occurring?

Install a pop-up ad blocker

Kyle has discovered that his computer has software that has been collecting his personal information and sending it to a file on another computer, including his banking and credit card information.What type of malware attack is Kyle experiencing?

Spyware

Taylor has been working with a client at his company who downloaded a program onto his company laptop that he was not authorized to install.What can Taylor show the client to help him understand the company policy on what he can and cannot do with a company laptop?

Acceptable use policy

How is user authentication typically achieved when a computer is joined to a Windows domain?

Active Directory is responsible for user authentication.

You want to install software that will recognize activity on your device that might be harmful to data and other resources.What type of software should you install on your computer?

Antivirus

What is an indication that someone is hijacking your email? (Select all that apply.)

- Your computer is sending email out that you have not written - You receive automatic replies to emails that you did not send - Someone has contacted you about email from your account that you did not send

A Windows user cannot remember how to structure the shutdown command to perform a reboot instead of a shutdown.Which of the following will assist the user? (Select TWO.)

- help shutdown - shutdown /?

Which of the following will increase the level of security for personal and confidential information on a mobile device if the device is lost or stolen? (Select TWO.)

- screen lock - remote wipe

What is the value of Counter when execution ends in the following pseudocode to be used in a script? Counter = 100 Do While Counter < 100 Counter = Counter - 1 Loop

100

Mary is trying to access the Advanced options screen in Windows 10. She called the help desk and was told that she needs to press F8 while the computer is booting. Unfortunately, Mary has been trying this for several boots, and it is not working.Why doesn't pressing F8 work on Mary's computer?

By default, Windows 10 does not allow Mary to use the F8 key to access the Advanced Boot Options menu

You want all sales team members to have read and write access to a folder on the file server. All other users on the network must be restricted from viewing or modifying the files in the sales folder.What should you do to configure this scenario?

Configure both NTFS and share permissions on the sales folder

Windows 10 has a new feature called a digital assistant. This feature allows you to ask your computer to set up reminders, find locations, search your computer and the Internet, and many other tasks.What is the name of the Windows 10 digital assistant?

Cortana

Jacob wants to install Windows 10 Pro as the single OS on his computer, which is currently running Windows 7 Home Premium.What type installation will Jacob be able to perform?

Custom Installation

Brandon just completed installing Windows 7 and wants to verify that all drivers installed properly.What Control Panel applet should Brandon use to verify that all drivers are installed correctly?

Device Manager

The Windows users in your organization utilize a shared folder on the network to save their data files. Several users disconnect their laptops from the network while traveling. When the users return to the office, they have difficulty keeping data files organized because they end up with one version of a file on the laptop and a different version of the same file on the network.How can you eliminate the issue of dissimilar files?

Enable and configure Sync Center and Offline Files on the laptop computers

You are the IT support technician for a small organization. Your manager is asking what precautions you can put in place to protect the company's network-attached PCs from attacks over the Internet as well as attacks over the local network.Which of the following will be included in your recommendation?

Enable and configure Windows Firewall on all Windows host PCs

A mobile device has stopped receiving automatic OS updates that until recently were pushed to the device.What is the most likely reason for this issue?

End-of-life limitation

Jerry uses an older computer that is running Windows 7. The computer has completed an update to a driver, and Jerry is having an issue with booting the computer. Jerry is not sure what his next step should be and notices that he can use the Last Known Good Configuration. He calls you inquiring about this option. Jerry would like to know when he can use Last Known Good Configuration.When should Jerry use the Last Known Good Configuration option?

Recover from a bad software for installation.

You are dealing with a customer and are having a hard time understanding her, and she is also having a difficult time explaining the problem.What can you do to make sure you understand the customer?

Restate the issue or problem

You are again troubleshooting a mobile device that reboots immediately after the correct passcode is entered. You performed a factory reset last week for the same issue, and the problem disappeared. The device worked perfectly for several days, but the user returned today with exactly the same problem.Which of the following is the most likely reason for this behavior?

The device is being infected with malware.

A mobile device user installed several free apps that randomly present an advertisement. Recently, multiple advertisements are showing and dominating the screen even when none of the free apps are running.Which of the following is the most likely cause for the increase in advertisements?

The device is infected with malware.

A mobile device user is experiencing faster than normal battery drain after connecting to a public Wi-Fi hotspot a few days ago.Which of the following could be a reason for the fast battery drain?

The mobile device is infected with malware.

Your company has a computer kiosk that shows customers where offices of individuals are located in your building.What can you do to prevent someone from connecting a USB device to this computer?

Use USB locks

What protocol or feature uses incoming TCP port 5900 for communication?

macOS Screen Sharing

Which of the following is a Linux terminal command that will show the most comprehensive information about the shutdown command?

man shutdown

A technician is attempting to initiate a Windows Remote Desktop Connection to repair a remote system. When the technician tries to access the Remote Desktop utility on the local computer, the graphical user interface consistently freezes.Which of the following will allow the technician to access the Remote Desktop utility using only the command line?

mstsc.exe

Aiden is working at a satellite office for his company. He is asked to go offsite to deal with a Windows 8.1 computer that is not working properly. Aiden is unfamiliar with Windows 8.1, so he has difficulty finding the solution to the problem. He finds himself becoming frustrated and angry at the computer?What should Aiden do to help the situation? (Select all that apply.)

- Call his supervisor and ask for help - Walk away from the problem and come back later - Tell the user that he can't fix the computer and escalate the problem.

Shawn's supervisor has tasked him with determining how the company can increase the security of its Wi-Fi. Shawn plans to present several options to his supervisor and ask her to check his work.Which of the following is not a strong security method? (Select TWO.)

- Disabling SSID - WPS

Your manager is asking for precautions to be taken to prevent company data leaks if the Windows computers in the organization with locally stored data should be lost or stolen.Which of the following steps can you take to meet this requirement? (Select TWO.)

- Encrypt the HDDs with BitLocker. - Configure a drive lock password on the systems.

If you suspect someone at your company has violated the AUP, what are your responsibilities as the first responder? (Select all that apply.)

- Identify the violation - Preserve the data and device. - Document the incident.

What type of regulated data are you expected to protect if you are working for the IT department of an online clothing store? (Select all that apply.)

- PII - PCI - GDPR

Your company has decided that using a user name and password is not enough security for its employees and wants you to create the new policy. You have decided that the best option is to implement two-factor authentication.What are the types of two-factor authentication? (Select all that apply.)

- Passwords - Security certificate - Fingerprint - Software token

For added security, everything users attempt to do or do once they are authenticated to the network can be tracked or logged for future auditing via three security measures. These three security measures are generally known in networking as AAA (authenticating, authorizing, and accounting) or triple A.What are the popular solutions used to provide AAA services for large networks? (Select TWO.)

- RADIUS - TACACS+

A technician is upgrading a 2012 MacBook Air from OS X Yosemite to OS X Mojave. The computer is using an SSD that was formatted using HFS+, meets the hardware requirements, and has sufficient free disk space.Which of the following steps will be required to upgrade the OS? (Select TWO.)

- The file system will need to be converted from HFS+ to APFS - The AC adapter for the MacBook Air must be plugged in

End-user acceptance to change often fails because the focus of the change is on the technical side rather than the people side.To gain end-user acceptance, what must be conveyed and included in the end-user section of change documentation? (Select all that apply.)

- The purpose of the change, especially the business reasons for the change - That the leadership of the company agrees with the change - How the change will affect the users and their jobs - That their concerns, questions, and voices will be heard - That they will receive end-user training on the changes that impact them

Your company has a policy that when users leave their desks, they are required to lock their computers.What does locking their computers prevent?

Tailgating

A Windows 8.1 user is unable to connect to a Windows 10 system using Remote Desktop. Each user can ping the other computer, and the proper TCP ports are allowed on the firewalls between computers. The Windows 10 user verified that the remote settings are properly configured and that remote connections are allowed.Which of the following is the most likely reason the RDC connection is unsuccessful?

The user account being used to connect to the Windows 10 computer does not have a password assigned

You have received a phone call from a user who is experiencing very sluggish performance on a Windows 10 computer. During the phone call, you determine an application is hung and the keyboard is not responding to keypress events. The user states the mouse is functioning and the computer is recognizing mouse clicks.How will you instruct the user to open Task Manager to terminate the hung application?

The user will need to use the mouse to right-click the Taskbar and then left-click the Task Manager entry on the context menu

A technician has been dispatched to resolve an issue with a Windows 10 computer experiencing application crashes.What is the first step the technician should take?

Verify critical user data has been backed up