5.2 Given a scenario, troubleshoot problems related to motherboards, RAM, CPU, and power.

A cyber architect is capturing the various proprietary crash screens across various operating systems. What will the displays present when a crash has occurred? (Select all that apply.)

A blue screen appears on the display. The screen freezes with a spinning pinwheel cursor. The screen displays a kernel panic or "Something has gone wrong" message. If there is a serious fault, a Windows system will display a blue screen of death (BSOD). This typically indicates a system memory fault, a hardware device/driver fault, or corruption of operating system files. A macOS system that suffers catastrophic process failure shows a spinning pinwheel (of death), also called a spinning wait cursor. Linux displays a kernel panic or "Something has gone wrong" message.

A software technician is conducting a help desk procedure with a correctly attached power supply, and the computer fans are running, yet the screen remains blank. What is likely causing the screen to remain blank? (Select all that apply.)

A faulty display. POST procedure not executing. A blank screen can occur on a display when it is faulty, meaning that an internal issue keeps it from powering on and displaying information. A blank screen can also occur when the power-on self-test (POST) procedure is not executing correctly.

A technician is working on a computer that has overheating concerns. What can be an indicator that the computer is getting too hot for the circuitry and motherboard?

Burning smell. Unusual odors, such as a burning smell or smoke, will almost always indicate something is overheating, such as the power supply.

A computer technician disassembles a desktop computer and notices that some system chips are bulging on the motherboard. What can cause this type of observed issue?

Capacitor swelling. Capacitor swelling is the bulging, swelling, or emission of any kind of residue from the capacitors, which could have been damaged or failed due to a manufacturing defect.

If the desktop computer has a blank screen after powering on, what can a user do to troubleshoot the issue? (Select all that apply.)

Check internal cabling. Check for faulty interfaces. The user may need to reseat or replace the internal data and power cables to the graphics processing unit (GPU). Ensure power is being transferred to the GPU properly. It is possible that a faulty adapter card or device is halting the power-on self-test (POST). Try removing one device at a time to see if the problem can resolve itself. Reseating video cables, for example, may help.

A technician is troubleshooting a computer with a user's complaint that the device has no power. To isolate the cause for the issue, what tests can the technician conduct on the computer? (Select all that apply.)

Check that other equipment in the area is working. Plug in a known-good basic electrical equipment, such as a lamp into the wall socket. Disconnect extra devices. To isolate the cause of no power, the technician should check if other equipment in the area works. There may be a fault in the power circuit or a wider, complete failure of power (a blackout). Try plugging another piece of known-good basic electrical equipment, such as a lamp into the wall socket. If it does not work, the wall socket is faulty. Get an electrician to investigate the fault. Try disconnecting extra devices, like a plug-in graphics card. If this solves the problem, either the power supply unit (PSU) is underpowered and the technician needs to fit it with a higher wattage rating, or one of the devices is faulty.

If a legacy IBM computer was experiencing some heating that affected the memory controller, what beep code would a computer technician hear?

Continuous beep. A continuous beep indicates a problem with system memory modules or the memory controller. Replacing the memory modules or reseating them can help to resolve this issue.

A user powers on a legacy IBM desktop computer, but it displays a blank screen, with a repeating set of short beeping sounds coming from the chassis. What can tech support do to troubleshoot this issue?

Examine the power supply. The repeating short beeps indicate there may be a power supply fault or motherboard problem. Examine those components to diagnose further or resolve the problem.

A technician is troubleshooting a computer and discovers that the RTC battery on the motherboard is failing. As a result of the battery failing, what is occurring with the computer?

Inaccurate system date/time. If the date or time displayed in the system firmware setup program is inaccurate, it can be a sign that the RTC battery is failing. The technician should replace it with the same size and type.

A technician is troubleshooting a computer that is reportedly having issues with turning off. What is likely occurring with the computer?

Intermittent shutdown. Intermittent shutdowns can occur for various reasons, such as when the computer/device shuts down when not prompted to do so.

If a system overheats from time to time, what symptoms would a user notice when using the affected desktop computer? (Select all that apply.)

Intermittent shutdown. Blank screen. Unusual odor. Depending on what components are overheating, the computer may shut down intermittently at odd times. Sometimes, it may shut down right away if the central processing unit (CPU) is overheating. If the graphics processing unit (GPU) is overheating, it could cause the device to malfunction and not produce a video to the monitor. The monitor screen will be blank in this case. Unusual odors, such as a burning smell or smoke, will almost always indicate something is overheating. The power supply may be overheating in most cases, but even the motherboard can also overheat.

A computer specialist starts a computer that has received a trouble ticket for not working correctly. Upon turning on the computer, the technician observes the computer is making a continuous beeping sound. What does this beep signify as an issue?

It represents that a power-on self-test (POST) error has occurred. If the power-on self-test (POST) runs but detects a problem, it generates an error message. As the fault may prevent the computer from displaying anything on the screen, a beep code often indicates an error. Two short beeps represent that a POST error has occurred. The screen will display the error code.

Hearing three long beeps when powering on a legacy IBM desktop computer will indicate which of the following issues is occurring on the computer?

Keyboard issue. Three long beeps would indicate a keyboard issue. First, check that a key is not depressed. Then, tap on every key or re-insert the keyboard USB into the computer to resolve.

What beep codes would a computer technician hear if a legacy IBM desktop computer is experiencing a motherboard issue? (Select all that apply.)

No beep. Repeating short beeps. No beep may indicate a problem with the power supply, the motherboard problem, or a faulty onboard speaker. The technician should narrow down the issue by checking each component to rule it out, moving on to the next one until discovering the component causing the problem. Repeating short beeps would indicate a power supply fault or a motherboard problem. Check power cord connections to internal components, especially to the motherboard itself.

A stand-alone application closes abruptly while the user remains logged on to the Windows desktop computer. What sort of internal issue would cause this application to crash?

Not enough memory capacity. Applications need a certain amount of memory space to run properly. If there is not enough memory, the application may crash since it can no longer function.

What are possible computer issues that could lead to sluggish performance? (Select all that apply.)

Over-utilized CPU. Low storage IOPS. Half-duplex network setting. A central processing unit (CPU) that is over-utilized by multiple applications and services simultaneously will cause a computer to be sluggish overall. Low storage input/output per second (IOPS) will cause the slow reading of data from the storage, which will lower computer performance. A half-duplex network setting would cause data to travel in and out of the computer at half the speed. This setting would cause applications to wait longer for data and operate even slower.

A cyber technician is cleaning a team computer and observes that damage has occurred to the motherboard circuitry. What is the most common cause for this type of damage?

Overheating. Excessive heat can easily damage the sensitive circuitry of a computer. If a system feels hot to the touch, the technician should check for overheating issues.

When using a legacy IBM desktop computer, hearing two short beeps would indicate the computer is experiencing what sort of issue?

POST error. A power-on self-test (POST) error occurs when a technician hears two short beeps. The monitor would present an error code to troubleshoot further.

A helpdesk technician is servicing a computer in which the employee is complaining that the system and processing speeds are below satisfactory levels. What is the employee likely experiencing with the computer?

Sluggish performance. Quantifying what "sluggish" really means and isolating the issue to a particular subsystem will help identify the probable cause. If the system performance is insufficient, then the technician can upgrade one or more subsystems.

A desktop technician moved a working graphics process unit (GPU) by hand (without a bag) to another workstation in the office to re-use. The next day, the user reported there was no video showing on the monitor. The user was able to turn on the computer as usual, and the computer is still on, awaiting desktop support. What may be wrong with the computer or the GPU? (Select all that apply.)

The GPU does not have power. There is damage to the GPU. The GPU card requires a connection to the motherboard and power. First, check that the power cable is plugged into the card and that the power supply is supplying power to the GPU. The GPU may have gotten damaged during transit, like the GPU may have short-circuited, or someone dropped it. Ensure the component gets transferred into an anti-static bag.

A technician is troubleshooting a computer and discovers that the computer is using an inaccurate system date/time. What is likely causing the inaccuracy?

The RTC battery on the motherboard is failing. If the date or time displayed in the system firmware setup program is inaccurate, it can be a sign that the RTC battery is failing. The technician should replace it with the same size and type.

A technician is working on a computer and smells something burning. What concern should the technician have in regards to the burning smell?

The computer is overheating and putting the circuitry and motherboard at risk for damage. Unusual odors, such as a burning smell or smoke, will almost always indicate something is overheating, such as the power supply.

A helpdesk technician is servicing a computer in which the employee is complaining about sluggish performance. What is the employee experiencing with this performance issue?

The computer is running below acceptable levels. Quantifying what "sluggish" really means and isolating the issue to a particular subsystem will help identify the probable cause. If the system performance is insufficient, then the technician can upgrade one or more subsystems.

A computer technician starts a computer that has received a trouble ticket for not working correctly. Upon turning on the computer, the technician observed the computer making a continuous beeping sound. What does this beeping sound signify as an issue?

There is a problem with system memory modules or the memory controller. If the power-on self-test (POST) runs but detects a problem, it generates an error message. As the fault may prevent the computer from displaying anything on the screen, a beep code often indicates an error. A continuous beep represents a problem with system memory modules or the memory controller.

A cyber technician is cleaning a team computer and observes that the computer is showing signs of overheating. What does the technician observe to conclude that the computer is overheating?

There is damage to the circuitry of the computer. Excessive heat can easily damage the sensitive circuitry of a computer. If a system feels hot to the touch, the technician should check for overheating issues.

A service technician is running diagnostics on a corporate asset and hears a grinding noise coming from within the desktop. What type of issue represents a grinding noise?

This issue demonstrates that a mechanical problem has occurred. A healthy hard disk makes a certain low-level noise when accessing the platters. A loud or grinding noise of any sort is a sign of a mechanical problem.

A technician is troubleshooting a computer turned in for booting issues. Upon turning the computer on, the technician hears the audible beep notification for a POST keyboard issue. What sound is the technician hearing for this power-on self-test (POST) issue?

Three long beeps. Three long beeps during the power-on self-test (POST) is a warning that suggests a keyboard issue. The technician should check that a key is not depressed.

Which operating system (OS) would be experiencing an issue if the monitor shows a spinning wait cursor?

macOS. A macOS system that suffers catastrophic process failure shows a spinning pinwheel of death, also known as a spinning wait cursor.

A helpdesk technician evaluates a ticketed computer and, during the troubleshooting protocols, identifies an issue around disk/file corruption problems. Based on the disk/file corruption problems, what issue is occurring?

Application crash. Application crashes are difficult to diagnose with a specific cause, especially if the technician is not able to witness the events directly. Some most likely causes are software, disk/file corruption problems, or malware issues.

When powering on a legacy IBM desktop computer, hearing one short beep code would indicate the computer is experiencing what sort of issue?

No issue. One short beep indicates a normal power-on self-test (POST), meaning the system is OK. Computer technicians configure most modern PCs to boot silently, however.