22-802 Practice

What is the minimum RAM requirement for Windows 7? ❍ A. 1 GB ❍ B. 256 MB ❍ C. 1536 MB ❍ D. 768 MB

A. The minimum RAM requirement for Windows 7 is 1 GB for 32-bit versions and 2 GB for 64-bit versions.

A user doesn't see anything on his laptop's screen. He tries to use AC power and thinks that the laptop is not receiving any. What are two possible reasons for this? ❍ A. Incorrect AC adapter. ❍ B. The AC adapter is not connected to the laptop. ❍ C. Windows won't boot. ❍ D. The battery is dead.

A and B. An incorrect adapter will usually not power a laptop. The adapter used must be exact. And of course, if the laptop is not plugged in properly to the adapter, it won't get power. Windows doesn't play into this scenario. And if the battery was dead, it could cause the laptop to not power up, but only if the AC adapter was also disconnected; the scenario states that the user is trying to use AC power.

Which of the following are possible reasons for motherboard failure? (Select all that apply.) ❍ A. Power surge ❍ B. Manufacturer defect ❍ C. CD-ROM failure ❍ D. Incorrect USB device

A and B. Power surges and manufacturing defects are possible reasons for motherboard failure. If a CD-ROM fails, it should not affect the motherboard, and any USB device can connect to a USB port (if it has the right connector). There isn't actually an "incorrect" USB device.

What are two possible reasons why a laptop's display suddenly went blank? ❍ A. Damaged inverter ❍ B. Damaged LCD ❍ C. Burned out backlight ❍ D. Incorrect resolution setting

A and C. A damaged inverter or burned out bulb could cause a laptop's display to go blank. You can verify if the LCD is still getting a signal by shining a flashlight at the screen. A damaged LCD usually works to a certain extent and will either be cracked, have areas of Windows missing, or show other signs of damage. An incorrect resolution setting usually makes Windows look garbled on the screen.

Which of the following are possible symptoms of hard drive failure? (Select the two best answers.) ❍ A. System lock-up ❍ B. Antivirus alerts ❍ C. Failing bootup files ❍ D. Network drive errors ❍ E. BIOS doesn't recognize the drive

A and C. System lockups and failed boot files or other failing file operations are possible symptoms of hard drive failure. The best answers are tape drives and hard drives. Antivirus alerts tell you that the operating system has been compromised and viruses should be quarantined and a full scan should be initiated. Sometimes hard drives can fail due to heavy virus activity, but usually, if the malware is caught quick enough, the hard drive should survive. Network drives are separate from the local hard drive; inability to connect to a network drive suggests a network configuration issue. If the BIOS doesn't recognize the drive, consider a BIOS update.

A computer you are troubleshooting shuts down without warning. After a few minutes it boots back up fine, but after running for a short time, it shuts down again. What components could be the cause? (Select the two best answers.) ❍ A. Power supply ❍ B. SATA hard drive ❍ C. RAM ❍ D. CPU fan ❍ E. Video card

A and D. The two components that could cause the system to shut down are the power supply and the CPU fan. Check the CPU fan settings and temperature in the BIOS first before opening the computer. If those are fine, then you most likely need to replace the power supply. The RAM, video card, and hard drive should not cause the system to suddenly shut down.

Which of the following are possible ways to install Windows 7? (Select all that apply.) ❍ A. From DVD ❍ B. From CD ❍ C. Over the network ❍ D. Using Norton Ghost

A, C, and D. Windows 7 can be installed from DVD, USB, over the network, and by using programs such as Norton Ghost.

One of your customers attempts to copy a DVD with a third-party application. It reads the source DVD fine, but when a blank disc is inserted, the program keeps asking the customer to insert blank media. What are some possible reasons for this? (Select the three best answers.) ❍ A. Wrong DVD type. ❍ B. The program cannot copy the DVD due to copyright laws. ❍ C. There isn't enough free space on the hard drive. ❍ D. A CD was inserted into the drive. ❍ E. The drive is a CD-RW drive. ❍ F. The DVD was inserted upside down.

A, D, and F. If the source DVD was read fine, then there are three possible correct answers: A blank CD was inserted into the drive; an incorrect DVD type was inserted into the drive; or the DVD was inserted upside down. The hard drive doesn't play into this scenario because the program's message is simply to insert blank media. The drive can't be a CD-RW if it accepted the source DVD.

What should you do next after testing the theory to determine cause? ❍ A. Establish a plan of action to resolve the problem. ❍ B. Verify full system functionality. ❍ C. Document findings, actions, and outcomes. ❍ D. Implement the solution.

A. After testing the theory to determine cause (step 3) you should establish a plan of action to resolve the problem (step 4).

What is a possible symptom of a failing CPU? ❍ A. CPU is beyond the recommended voltage range. ❍ B. Computer won't boot. ❍ C. BIOS reports low temperatures within the case. ❍ D. Spyware is installed into the browser.

A. If the CPU is running beyond the recommended voltage range for extended periods of time, it can be a sign of a failing CPU. If the computer won't boot at all, another problem might have occurred, or the CPU might have already failed. Low case temperatures are a good thing (if they aren't below freezing!) and spyware is unrelated, but we talk about it plenty in Chapter 16, "Security."

You just installed new, compatible RAM into a motherboard, but when you boot the computer it does not recognize the memory. What should you do? ❍ A. Flash the BIOS. ❍ B. Replace the RAM. ❍ C. Upgrade the CPU. ❍ D. Add more RAM.

A. If you are sure that the RAM is compatible and the system doesn't recognize it during POST, try flashing the BIOS. It could be that the RAM is so new that the motherboard doesn't have the required firmware to identify the new RAM.

When you run out of possible theories for the cause of a problem, what should you do? ❍ A. Escalate the problem. ❍ B. Document your actions so far. ❍ C. Establish a plan of action. ❍ D. Question the user.

A. If you can't figure out why a problem occurred, it's time to get someone else involved. Escalate the problem to your supervisor.

Which of these is contained within step 1 of the six-step troubleshooting process? ❍ A. Question the user. ❍ B. Document findings. ❍ C. Establish a new theory. ❍ D. Escalate the problem.

A. Questioning the user is important when gathering information to identify the problem.

Which file contains information regarding errors during a Windows Vista installation? ❍ A. Setuperr.log ❍ B. Setupact.log ❍ C. Event Viewer ❍ D. Unattend.xml

A. Setuperr.log contains information regarding errors during installation. Setupact.log contains information regarding actions during installation. The Event Viewer is an application, not a file, and might not contain installation details. Unattend.xml is the answer file generated by Windows SIM for unattended installations.

Which log file records errors during the installation of Windows XP? ❍ A. setuperr.log ❍ B. setuplog.txt ❍ C. setup.log ❍ D. setupact.log

A. Setuperr.log records errors that occurred during installation. Setuplog.txt records events during the text portion of the installation. Setupact.log records events during the GUI portion of the installation. Setup.log is used by the Recovery Console during repair.

To avoid SID conflicts when disk imaging, which program should you use in Windows 7? ❍ A. Sysprep ❍ B. Setup Manager ❍ C. SIM ❍ D. Windows Deployment Services

A. Sysprep can modify unattended installations so that every computer gets a unique SID (and other unique information). Windows SIM (System Image Manager) creates the answer files for unattended installations. Setup Manager (setupmgr.exe) is the program that Windows XP/2000 uses to create answer files. Windows Deployment Services is run on Windows Server 2008/2003 and is used to deploy operating systems across the network.

What is the hard drive requirement for Windows Vista? ❍ A. 15 GB free space ❍ B. 15 GB partition ❍ C. 20 GB free space ❍ D. 25 GB partition

A. Vista requires 15 GB of free space within a 20 GB partition.

What is the minimum hard drive requirement for Windows 7? ❍ A. 16 GB free space ❍ B. 15 GB partition ❍ C. 25 GB free space ❍ D. 16 GB partition

A. Windows 7 (32-bit) requires a minimum 16 GB of free space. 64-bit versions require 20 GB.

Which of the following is available in Windows 7 Professional but not in Windows 7 Home Premium? ❍ A. Windows XP Mode ❍ B. IE 8 ❍ C. Aero ❍ D. Home Group

A. Windows XP Mode is available in Windows 7 Professional, Ultimate, and Enterprise. It is not included in Home Premium or Starter. Internet Explorer 8, Aero, and Home Group are all components included in both Windows 7 Professional and Home Premium.

A PC reboots without any warning. You ruled out any chance of viruses. When you look at the motherboard, you see that some of the capacitors appear distended and out of shape. What should you do? ❍ A. Replace the motherboard. ❍ B. Replace the hard drive. ❍ C. Remove and replace the capacitors. ❍ D. Reconfigure the BIOS.

A. You should replace the motherboard if it is damaged. It would be much too time-consuming to even attempt replacing the capacitors, and probably not cost-effective for your company.

You are troubleshooting a computer that won't power on. You have already checked the AC outlet and the power cord, which appear to be functioning properly. What should you do next? ❍ A. Test the computer with a PSU tester. ❍ B. Plug the computer into a different outlet. ❍ C. Check that the RAM is seated correctly. ❍ D. Install a UPS.

A. You should test the computer with a PSU tester. This can tell you whether the power supply functions properly. You already know that the AC outlet is functional, so there is no reason to use another outlet. The computer would still turn on if the RAM wasn't seated properly. A UPS won't help the situation because it is part of the power flow before the power supply.

Which of the following are possible reasons that a laptop's keyboard might fail completely? (Select the best two answers.) ❍ A. A stuck key. ❍ B. A disconnected ribbon cable. ❍ C. The user spilled coffee on the laptop. ❍ D. The keyboard was disabled in the Device Manager.

B and C. A laptop's keyboard could fail due to a disconnected or loose keyboard ribbon cable. It could also fail if a user spilled coffee on the laptop, or through general abuse, or by being dropped on the ground, and so on. One stuck key will not cause the entire keyboard to fail, and on most laptops, the keyboard cannot be disabled in the Device Manager.

Which of the following are possible faulty components when there is nothing on the display? (Select all that apply.) ❍ A. Sound card ❍ B. Video card ❍ C. Processor ❍ D. Network card

B and C. The big four (as I like to call them) are the video card, RAM, processor, and motherboard. If your computer is definitely getting power and there is still nothing on the display, you want to check these, most likely in order.

Which of the following can be used to install a manufacturer's image on a computer? (Select the two best answers.) ❍ A. Data backup ❍ B. Recovery CD ❍ C. Recovery Agent ❍ D. System Restore utility

B and D. A recovery CD and an image previously made with System Restore can be used to install an image to a computer. Data backups are the files that must be recovered after the OS is installed or recovered. The Recovery Agent is used in Windows to recover encryption keys from deleted or unavailable user accounts to gain access to lost data.

Which versions of Vista have media center functionality? (Select the best two answers.) ❍ A. Home Basic ❍ B. Home Premium ❍ C. Business ❍ D. Ultimate

B and D. Home Premium and Ultimate include media center functionality; the others do not.

A customer's liquid cooled system is intermittently overheating. What are possible reasons for this? (Select the two best answers.) ❍ A. Memory is overheating. ❍ B. Air is trapped in the lines. ❍ C. Power supply has failed. ❍ D. Water pump is becoming faulty. ❍ E. Hard drive is getting too much voltage.

B and D. The water cooled system could be caused to overheat due to a faulty water pump and air being trapped in the coolant lines. If the memory or hard drive receive too much voltage and over heat they should stop working, but probably won't overheat the entire system. If the power supply fails, the system will shut off.

You are troubleshooting a CPU and have already cut power, disconnected the power cable, opened the case, and put on your antistatic strap. What should you do next? ❍ A. Check the BIOS. ❍ B. Check connections. ❍ C. Remove the CPU. ❍ D. Test the motherboard with a multimeter.

B. Check connections first; it is quick, easy, and a common culprit.

You discover that a new SDXC card won't work in the card reader of a user's PC. It works fine in another computer's card reader, and standard SD cards work fine in the user's PC. What should you do to fix the problem? ❍ A. Format the card. ❍ B. Install the latest firmware and drivers. ❍ C. Purchase a new external USB card reader. ❍ D. Use a CF card instead.

B. If older SD cards work, but new ones don't, install the latest firmware and/or drivers for the card reader. Do this before trying other technologies or making purchases. No reason to try formatting the card if it works fine on another computer.

There is a problem with the power supplied to a group of computers, and you do not know how to fix the problem. What should you do first? ❍ A. Establish a theory of why you can't figure out the problem. ❍ B. Contact the building supervisor or your manager. ❍ C. Test the theory to determine cause. ❍ D. Document findings, actions, and outcomes.

B. If you can't figure out a cause to a problem and have exhausted all possible theories, escalate the problem to the appropriate persons.

You are required to add a second memory module to a laptop. You open the hatch on the bottom of the laptop only to find a single memory module installed to the only slot. Where should you look for a second memory slot? ❍ A. Behind the removable hard drive ❍ B. Underneath the keyboard ❍ C. Under the battery ❍ D. Behind the DVD-ROM drive

B. Memory modules are either located inside a hatch on the bottom of the laptop (optimally), or underneath the keyboard (not quite so optimal). Sometimes, one is accessed via the hatch, and for add-ons or upgrades, the second goes underneath the keyboard.

How can you reset a forgotten BIOS supervisory password? ❍ A. Access the BIOS by pressing F2. ❍ B. Remove the battery. ❍ C. Extract the .EXE contents to a floppy. ❍ D. Remove the P1 connector.

B. Removing the battery (and possibly moving the BIOS configuration jumper) resets the BIOS passwords. You might also need to configure the BIOS configuration jumper.

Where can you go to find out if your current operating system can be upgraded to Windows 7? ❍ A. MSKB ❍ B. Windows Upgrade Advisor ❍ C. HAL ❍ D. Belarc Advisor

B. The Windows Upgrade Advisor can tell you if your current operating system can be upgraded to Win7. This, and other tools like it, are located at www.microsoft.com, not at the MSKB (http://support.microsoft.com). The HAL is a file in Windows; it stands for hardware abstraction layer. Belarc Advisor is a third-party offering that analyzes your computer but does not determine whether it can be upgraded.

What should you do before making any changes to the computer? (Select the best answer.) ❍ A. Identify the problem. ❍ B. Establish a plan of action. ❍ C. Perform a backup. ❍ D. Escalate the problem.

C. Always perform a backup of critical data before making any changes to the computer.

Where can you go to find out if your current operating system can be upgraded to Windows Vista? ❍ A. MSKB ❍ B. Windows Vista Upgrade Advisor ❍ C. HAL ❍ D. Belarc Advisor

B. The Windows Vista Upgrade Advisor can tell you if your current operating system can be upgraded to Vista. This, and other tools like it, are located at www.microsoft.com, not at the MSKB (http://support.microsoft.com). The HAL is a file in Windows; it stands for hardware abstraction layer. Belarc Advisor is a third-party offering that analyzes your computer but does not determine whether it can be upgraded.

You just upgraded a PC's motherboard and CPU. However, when you turn the computer on, it will not POST. What should you do first? ❍ A. Check that the system hasn't overheated. ❍ B. Check if the RAM is properly seated. ❍ C. Check that the OS was installed properly. ❍ D. Check if the mouse and keyboard are connected properly.

B. The first thing you should do is check if the RAM is seated properly. This is easier than troubleshooting the CPU or motherboard and is a more common culprit due to the amount of force it takes to install DIMMs. A system will not have enough time to overheat before it gets to the POST. The OS hasn't even started yet, so you can rule that out. Mice and keyboards don't play a part in a system not posting.

"1. What is the second step of the A+ troubleshooting methodology? ❍ A. Identify the problem. ❍ B. Establish a theory of probable cause. ❍ C. Test the theory. ❍ D. Document."

B. The second step is to establish a theory of probable cause. You need to look for the obvious or most probable cause for the problem.

You want to perform a network installation of Windows. What must the client computer support? ❍ A. PCIe ❍ B. PXE ❍ C. HCL ❍ D. Multiboot

B. To perform a network installation, a network adapter in a computer must be PXE-compliant. PCIe is an expansion bus. HCL is the hardware compatibility list. Multiboot technology means that the computer can boot to two or more operating systems.

How much free disk space do you need to install Windows XP? ❍ A. 2 GB ❍ B. 1.5 GB ❍ C. 650 MB ❍ D. 1 GB

B. Windows XP requires 1.5 GB of free space within a 2 GB partition and 650 MB is the required space by the now deprecated Windows 2000 Professional.

What is the minimum CPU requirement for Windows XP? ❍ A. 133 MHz ❍ B. 233 MHz ❍ C. 800 MHz ❍ D. 1 GHz

B. Windows XP requires a minimum 233 MHz CPU. 133 MHz is the requirement for the now unsupported Windows 2000 Professional. For Windows Vista, 800 MHz is the minimum requirement. 1 GHz is the minimum requirement for Windows 7.

A computer you are troubleshooting won't boot properly. When you power on the computer, the video display is blank, and you hear a series of beeps. What should you do? ❍ A. Check power supply connections. ❍ B. Consult the vendor documentation for the motherboard. ❍ C. Remove all memory and replace it. ❍ D. Unplug the speakers because they are causing a conflict.

B. You should check the BIOS version and consult the documentation that accompanies the motherboard. You might need to go online for this information. You can also try using a POST card tester to discern the problem.

You just upgraded a motherboard in a computer, and put the system back together. It boots, but the power LED on the front of the computer case doesn't light when the system is on. The rest of the computer seems to work fine. What should you do first? ❍ A. Check the power supply. ❍ B. Check the power LED pinout. ❍ C. Replace the LED. ❍ D. Replace the power button.

B. You should check the power LED pinout. The case connector that goes to the motherboard is probably installed backward. Motherboards are usually labeled. If not, check your documentation for the computer. If the power button works, there is no reason to replace it. The rest of the computer works fine, and other case connectors are getting power, so the power supply can be ruled out. Replacing the LED can be difficult and time-consuming, plus LEDs almost never need to be replaced.

You are fixing a computer for a customer when you notice a few of the fluorescent lights flickering every now and then. What should you recommend to the customer to protect their equipment? ❍ A. To get an electrician ❍ B. To install a UPS ❍ C. To get an extra power supply ❍ D. To buy a generator

B. You should recommend the customer installs a UPS for computer equipment. Flickering lights could be a sign of voltage fluctuations (dirty power) which could also affect the computers. The UPS can combat dirty power by conditioning it.

Which versions of Windows 7 have the capability to back up to a home or business network? (Select the best two answers.) ❍ A. Starter ❍ B. Home Premium ❍ C. Professional ❍ D. Ultimate

C and D. Windows 7 Professional and Ultimate include the capability to back up to a home or business network easily.

You have installed the CPU and heat sink/fan assembly. What should you do next? ❍ A. Apply thermal compound. ❍ B. Boot the computer. ❍ C. Plug in the fan. ❍ D. Replace the BIOS jumper shunt.

C. After installing the heat sink/fan assembly, plug in the fan to the appropriate connector on the motherboard.

You have confirmed the theory that a video card is bad and needs to be replaced. What should you do next? ❍ A. Escalate the problem. ❍ B. Document your actions so far. ❍ C. Establish a plan of action. ❍ D. Question the user.

C. After you confirm a theory, move to step 4 to establish a plan of action, and implement the solution.

How can you tell if a lithium battery has been discharged? (Select the best answer.) ❍ A. Use a power supply tester. ❍ B. Check within Windows. ❍ C. Use a multimeter. ❍ D. Plug it into another motherboard.

C. Although there might be a Windows application that monitors the battery, the surefire way is to test the voltage of the lithium battery with a multimeter.

You suspect a problem with a memory module; what should you do first? ❍ A. Replace the module with a new one. ❍ B. Install more RAM. ❍ C. Clean the RAM slot. ❍ D. Test the RAM with MemTest86.

C. Clean the RAM slot and memory module. Consider using compressed air or the proper spray (such as Stabilant 22a).

You are troubleshooting a SATA hard drive that doesn't function on a PC. When you try it on another computer it works fine. You suspect a power issue and decide to take voltage readings from the SATA power connector coming from the power supply. What readings should you find? ❍ A. 5 V and 12 V ❍ B. 5 V, 12 V, and 24 V ❍ C. 3.3 V, 5 V, and 12 V ❍ D. 3.3 V and 12 V

C. If you test a SATA power cable you should find 3.3 V (orange wire), 5 V (red wire), and 12 V (yellow wire). If any of these don't test properly, try another SATA power connector.

You suspect that incorrect voltage is provided to a power supply. What tool should you use to test this? ❍ A. PSU tester ❍ B. Loopback adapter ❍ C. Multimeter ❍ D. Voltage detector

C. In this scenario, you should test the AC outlet with a multimeter because you suspected incorrect voltage. The multimeter can tell you exactly what voltage is supplied. A voltage detector and PSU tester tell you only if voltage is present on a given wire, not the exact amount; plus, you don't want to test the power supply. However, the multimeter is the right tool to use if you wanted to find exactly what voltages were supplied to the motherboard. Loopback adapters are used to test network cards and serial ports.

You just replaced a SATA hard drive that you suspected had failed. You also replaced the data cable between the hard drive and the motherboard. When you reboot the computer, you notice that the SATA drive is not recognized by the BIOS. What most likely happened to cause this? ❍ A. The drive has not been formatted yet. ❍ B. The BIOS does not support SATA. ❍ C. The SATA port is faulty. ❍ D. The drive is not jumpered properly.

C. Most likely, the SATA port is faulty. It might have been damaged during the upgrade. To test the theory, you would plug the SATA data cable into another port on the motherboard. We can't format the drive until it has been recognized by the BIOS, which by the way should recognize SATA drives if the motherboard has SATA ports! SATA drives don't use jumpers unless they need to coexist with older IDE drives.

You dropped a screw in the case of a PC. What is the best tool to use to retrieve the screw? ❍ A. Compressed air ❍ B. Computer vacuum ❍ C. Plastic tweezers ❍ D. Screwdriver with magnetized tip

C. Plastic tweezers is the best answer. You don't want to damage any internal components with a metal tool, or a magnetized tool. If plastic tweezers are not available, most basic PC toolkits come with a three-pronged grabber tool. If that is not available, small pliers with the tips wrapped in electrical tape will do. In some cases you can turn the computer upside down to loosen the screw. At the last, a magnetized screwdriver or extension magnet is your final resort. Just remember to try if at all possible to keep metal away from components—only touch the screw. Using your hands to grab the screw in this scenario is not an option, even if you think you are protected from ESD.

Which log file contains information regarding Windows 7 Setup performance events? ❍ A. Setupapi*.log ❍ B. Setupact.log ❍ C. Setup.etl ❍ D. Event Viewer

C. Setup.etl contains information regarding Windows 7 Setup performance events. Setupapi*.log is used for events about Windows 7 Plug and Play device installations. Setupact.log is a log file that contains information regarding actions during installation. The Event Viewer is an application, not a file.

A customer complains that an important disc is stuck in the computer's DVDROM drive. What should you recommend to the customer? ❍ A. To get a screwdriver and disassemble the drive ❍ B. To format the disc using CDFS ❍ C. To use a paper clip to eject the tray ❍ D. To dispose of the drive and replace the media

C. Tell the customer to use a paper clip to eject the DVD-ROM tray. Disassembling the drive is not necessary, and the customer shouldn't be told to do this. If the disc is rewritable, formatting it would erase the contents, even if you could format as CDFS in this scenario. Never tell a customer to dispose of a DVD-ROM drive; they rarely fail.

You need to replace the CMOS battery in a laptop. Which of the following is a common location for the battery? ❍ A. Under the DVD-ROM ❍ B. Behind the laptop battery ❍ C. Under the keyboard ❍ D. Behind the hard drive

C. The CMOS battery is usually underneath the keyboard. Once you locate it, it is usually removed and replaced in the same manner as in a PC.

You just investigated a computer that is suffering from intermittent shutdowns. You note that the RAM modules are overheating. What is the best solution? ❍ A. Install a heat sink on the memory controller. ❍ B. Install more CPU fans. ❍ C. Install heat sinks on the RAM modules. ❍ D. Install a heat sink on the chipset.

C. The best thing to do in this situation is to install heat sinks on the RAM modules. On older computers the memory controller in a northbridge doesn't usually overheat because it already has a heat sink; on newer computers it is within the CPU. A CPU can have only one fan. You can't install more; although an additional case fan might help. The chipset also usually has a heat sink.

What would you do first when installing Windows 7? ❍ A. Partition the hard disk. ❍ B. Format the partition. ❍ C. Load any necessary RAID or SATA drivers. ❍ D. Configure the username/password.

C. The first thing listed is to load any necessary RAID, SCSI or SATA drivers. Then you would partition the hard disk. The OS would then format the partition unless you manually do it. Finally, after a few reboots, you would configure Windows settings such as username/password.

What is the minimum RAM requirement for Windows Vista? ❍ A. 2 GB ❍ B. 256 MB ❍ C. 512 MB ❍ D. 768 MB

C. The minimum RAM requirement for Windows Vista is 512 MB. Microsoft recommends 1 GB of RAM for Home Premium, Business, and Ultimate.

You just completed a CPU installation. However, when you turn on the computer, the POST sounds a series of beeps, and the system won't boot. What is the most likely cause? ❍ A. The mouse is not plugged in. ❍ B. The operating system is corrupted. ❍ C. The CPU is not properly seated. ❍ D. The fan is running to fast.

C. The most likely cause is that the CPU needs to be reseated, or there is a RAM problem. None of the other answers would cause the POST to issue a series of beeps. Also, the POST doesn't look for operating system corruption, it is relegated to hardware only.

When a user types, a laptop's screen displays letters and numbers instead of only letters. What should you check first? ❍ A. Fn key ❍ B. LCD cutoff switch ❍ C. Num Lk key ❍ D. Scroll Lock key

C. The number lock key (Num Lk) can enable or disable the numeric keypad. This might be necessary if the user inadvertently turned it on or disconnected an external keyboard from the laptop. Some laptops require you to press CTRL+Num Lk to enable or disable the numeric keypad. Laptops are usually color-coded: White options require the CTRL key and blue options require the Fn key. In this scenario, pressing the Function (Fn) key is not necessary when pressing the Num Lk key. The LCD cutoff switch is used to turn off the bulb that lights the LCD. The scroll lock key is used little but is meant to lock any scrolling done with the arrow keys.

Which key should be pressed if you want to install a driver for a mass storage device during the Windows XP installation? ❍ A. F2 ❍ B. F3 ❍ C. F6 ❍ D. F8

C. There is a short time period during the beginning of the XP installation in which you can press F6 to install mass storage drivers. F2 invokes the Automatic System Recovery (ASR), F3 quits the installation, and F8 agrees to the EULA (license).

If a BSOD occurs, what should you do? ❍ A. Replace all the RAM. ❍ B. Re-install the operating system. ❍ C. Check the RAM settings in the BIOS. ❍ D. Wait for it to happen again.

D. A singular BSOD doesn't necessarily mean that the RAM or any other components have gone bad. Often, a single BSOD occurs, but you never see it again. You want to see two or more of the same error before starting into a lengthy troubleshooting session!

You upgrade a computer's older SCSI drive with a new and much larger SCSI drive and upgrade the driver for the controller. However, when you reboot, the computer's SCSI controller still doesn't recognize the new drive. What should you do? ❍ A. Format the SCSI drive as NTFS. ❍ B. Check that the SCSI controller is receiving power. ❍ C. Change jumper settings on the SCSI controller. ❍ D. Check for a firmware update for the SCSI controller.

D. Because the drive is new, you should try updating the BIOS (firmware) of the SCSI controller. After that, it should see the newer, larger capacity SCSI drive. It won't be possible to format the drive until it is recognized. Most SCSI controllers come in the form of adapter cards (or are embedded directly into the motherboard) so if you can boot the system, then the controller should be getting power. Most SCSI controllers today do not use jumpers.

A computer won't turn on when you press the Power button. What should you check first? ❍ A. If an operating system is installed. ❍ B. Documentation. ❍ C. If the monitor is plugged in. ❍ D. If the computer is plugged in.

D. Connections are quite often the culprit outside and inside the computer. If a computer won't turn on, make sure it is plugged securely into an AC outlet.

What is the last step of the six-step troubleshooting process? ❍ A. Question the user. ❍ B. Verify full system functionality. ❍ C. Establish a plan of action. ❍ D. Document findings.

D. Document findings, actions, and outcomes is the sixth and last step of the CompTIA A+ troubleshooting process. Remember the process for the exam!

You just rebooted a PC and it displays a black screen with a white blinking underscore on the top left. What is the most likely problem? ❍ A. BIOS needs to be flashed. ❍ B. Recovery Console is running. ❍ C. PC is in Safe Mode. ❍ D. Incorrect boot order.

D. If you see a black screen with a white blinking underscore, there is a good chance that the BIOS boot order is incorrect.

What should you do before making any changes to the computer? (Select the best answer.) ❍ A. Identify the problem. ❍ B. Establish a plan of action. ❍ C. Perform a backup. ❍ D. Escalate the problem.

D. Implement preventative measures as part of step 5 to ensure that the problem will not happen again.

One of your customers reports that she walked away from her laptop for 30 minutes. When she returned, the display was very dim. The user increased the brightness setting and moved the mouse but to no effect. What should you do first? ❍ A. Replace the LCD screen. ❍ B. Check the operating system for corruption. ❍ C. Connect an external monitor to verify that the video card works. ❍ D. Check if the laptop is now on battery power.

D. It could be that the laptop is now on battery power, which is usually set to a dimmer display and shorter sleep configuration. This indicates that the laptop is not getting AC power from the AC outlet anymore for some reason. The batterypower setting is the first thing you should check; afterward, start troubleshooting the AC adapter, cable, AC outlet and so on. It's too early to try replacing the display; try not to replace something until you have ruled out all other possibilities. A dim screen is not caused by OS corruption. No need to plug in an external monitor; you know the video adapter is working, it's just dim.

A company salesperson just returned to the United States after 3 months in Europe. Now the salesperson tells you that the PC, which worked fine in Europe, won't turn on. What is the best solution? ❍ A. Install a new power supply. ❍ B. The computer will not work in the United States due to European licensing. ❍ C. Install a power inverter to the power supply. ❍ D. Change the voltage from 230 to 115.

D. Most likely, the voltage selector was set to 230 V so that it could function properly in Europe (for example, in the UK.) It needs to be changed to 115 V so that the power supply can work properly in the United States. Make sure to do this while the computer is off and unplugged.

What program creates answer files in Windows XP? ❍ A. Windows SIM ❍ B. Sysprep ❍ C. RIS ❍ D. Setup Manager

D. Setup Manager (setupmgr.exe) is the tool that creates answer files such as unattend.txt in Windows XP. Windows SIM (System Image Manager) is used in Win7/Vista. Sysprep helps create unique installations over the network and works with the answer file. RIS or Remote Installation Services is the server component that initiates over the network installs.

You just added a second memory module to a laptop. However, after rebooting the system the OS reports the same amount of memory as before. What should you do next? ❍ A. Replace both memory modules. ❍ B. Run Windows Update. ❍ C. Replace the motherboard. ❍ D. Reseat the laptop memory.

D. The next step you should take is to reseat the memory. SODIMM can be a bit tricky to install. They must be firmly installed, but you don't want to press too hard and damage any components. If the laptop worked fine before the upgrade, then you shouldn't have to replace the modules or the motherboard. Windows Update will not find additional RAM.

A marketing kiosk requires a CD-ROM to be in the drive for the program to work correctly. However, the kiosk fails to boot when restarted. What should you do? ❍ A. Change the drive letter assignments. ❍ B. Defrag the hard drive. ❍ C. Replace the CD-ROM with rewritable media. ❍ D. Configure the BIOS settings.

D. You should configure the BIOS boot order so that the CD-ROM is first, and the kiosk computer will boot to that drive. Changing drive letter assignments in the operating system will have no effect on the boot order. The hard drive has nothing to do with this scenario. And if you replace the CD-ROM, you lose the program that the kiosk needs to boot to.