CompTIA A+

CAT: Using and Managing Windows *Which of the following attributes are associated with files on your hard drive? Choose all that apply.* a. Restrict-Modify b. Archive c. Visible d. Hidden

b. *Archive* d. *Hidden* The four basic attributes are Read-only, Hidden, System, and Archive. The advanced NTFS attributes are Compress, Encrypt, and Index.

*What is the primary reason that DDR2 RAM is faster than DDR RAM?* a. The core speed of the DDR2 RAM chips is faster. b. The input/output speed of the DDR2 RAM is faster. c. DDR RAM is single-channel and DDR2 RAM is dual-channel. d. DDR RAM uses 184-pin DIMMs and DDR2 uses 240-pin DIMMS.

b. *The input/output speed of the DDR2 RAM is faster.* The input/output speed of DDR2 RAM is faster than that of DDR RAM (although the latency is higher).

CAT: Motherboards and Processors *Firmware is composed of which of the following? (Choose two.)* 1. Software 2. Middleware 3. Hardware 4. Componentware a. 1, 3 b. 1, 4 c. 2, 3 d. 2, 4 exam-u.com

1. *1, 3* Firmware consists of programing code or software that is contained within a hardware component such as a ROM chip. exam-u.com

CAT: BIOS *The programs that allow the POST to take place are stored in what?* a. BIOS b. CMOS c. RAM d. POSTOS exam-u.com

1. *BIOS* BIOS contains the programs that allow the POST to take place. The BIOS is stored on a ROM or an EPROM. exam-u.com

CAT: Using and Managing Windows *Which of the following commands will delete all of the files in a directory?* a. del *.* b. del all c. del ?.? d. del *.?

a. del *.* You can use the *.* wildcard combination to affect every file in a particular folder.

CAT: Networking *802.11g networks are backward compatible with which other 802.11 technology?* a. 802.11a b. 802.11b c. 802.11i d. 802.11n

b. *802.11b* 802.11g uses the same 2.4 GHz spectrum and was designed to be backward compatible with 802.11b. 802.11n is backward compatible with both 802.11g and 802.11b.

CAT: Mobile Devices *Which mobile device screen technology uses no backlight?* a. CCFL b. LCD c. LED d. OLED

d. *OLED* OLED technology does not use a backlight.

CAT: I/O and Input Ports and Devices *Which type of mouse uses a rubber ball and sensors connected to two wheels to determine mouse movement?* a. Mechanical b. Opto-mechanical c. Optical d. Wheel

a. *Mechanical* A mechanical mouse uses all moving parts, such as a rubber ball that moves wheels that are picked up by sensors to detect mouse movements.

*RS-232 is a term associated with Which type of port?* a. Serial b. Parallel c. SCSI d. Game

a. *Serial* RS-232 is one of the standards associated with the serial port.

CAT: Security *What type of attack involves the hacker modifying the source address of the packet?* a. Spoof attack b. Eavesdrop attack c. Man-in-the-middle attack d. Social engineering attack

a. *Spoof attack* A spoof attack occurs when the hacker modifies the source address, trying to hide the origin of the packet.

CAT: Using and Managing Windows *Which of the following are organized inside the Registry's root keys? (Select two.)* a. Subkeys b. Subfolders c. Values d. Objects

a. *Subkeys* c. *Values* The Registry's root keys are further organized into subkeys and values.

CAT: I/O and Input Ports an Devices *John's system is running INT13 extensions. What is the maximum size hard drive it can support?* a. 504 GB b. 137 GB c. 10 GB d. 8.4 GB

b. *137 GB* A system running INT13 extensions can support up to a 137-GB hard drive.

CAT: Laptop and Notebook Computers *What is the size of a typical laptop hard drive?* a. 3.5 in. b. 2.5 in. c. 5.5 in. d. 4.5 in.

b. *2.5 in.* 2.5-inch hard drives are used in virtually all laptops. These drivers can also be adapted to desktop computer's larger 3.5-inch bays.

CAT: Using and Managing Windows *The ASCII standard defines how many 8-bit characters?* a. 64 b. 256 c. 512 d. 64,000

b. *256* The ASCII standard has 256 characters because that's all 8 bits can handle!

CAT: I/O and Input Ports and Devices *What is the total number of devices that can be daisy-chained to an IEEE 1394 port?* a. 127 b. 63 c. 15 d. 255

b. *63* An IEEE 1394 (FireWire) chain can have up to 63 devices. USB can handle up to 127 devices, though both of these numbers are outside the realm of normalcy for most individuals! 15 is the maximum amount of devices that can be on a SCSI chain. Remember this doesn't count the SCSI card. 255 is a commonly used number when it comes to maximums but doesn't apply to IEEE 1394.

CAT: Networking *You verified that you have a network adapter installed and an appropriate client, but you cannot connect to computer B across NetBEUI. What could be the problem?* a. You have the wrong IP address assigned to the computer. b. Computer B is not running NetBEUI. c. You should check the frame type on your computer. d. You need to install File and Printer Sharing to connect to another computer.

b. *Computer B is not running NetBEUI.* If you have a client and a network adapter installed, and they are working correctly, the reason why you cannot connect across NetBEUI is because the person on the other end is using a different protocol.

*Which of the following is a proper name for a stick of RAM?* a. CRIMM b. DIMM c. BGA d. LGA

b. *DIMM* Modern computers use DIMMs for RAM.

CAT: Storage Devices *What program does Microsoft include with Windows to partition and format a drive?* a. Format b. Disk Management console c. Disk Administrator console d. System Commander

b. *Disk Management console* Windows uses the Disk Management console to partition and format a drive.

CAT: Troubleshooting and Maintaining Windows *Where do you go to read and clear the Windows XP Event Log?* a. Event Log b. Event Viewer c. Log Reader d. Disk Cleanup

b. *Event Viewer* Event Viewer is used to read, back up, and clear your event logs.

CAT: Storage Devices *Which is the most complete list of file systems Windows can use?* a. FAT16, FAT32, NTFS b. FAT16, FAT32, FAT64, NTFS c. FAT16, FAT32 d. FAT16, NTFS

b. *FAT16, FAT32, FAT64, NTFS* Modern versions of Windows can use FAT (FAT16), FAT32, and NTFS for hard drives, and FAT64 for thumb drives.

CAT: Laptop and Notebook Computers *What is the special key on laptops that is used along with other keys to enable special functions?* a. The F keys b. Fn Key c. NumLock Key d. Delete key

b. *Fn Key* The Fn key is used along with other keys to perform special functions such as adjusting screen brightness, switching between displays, and so on.

CAT: Storage Devices *Which of the following partitioning schemes enables the creation of more than four partitions or volumes on a single hard drive? (Select two.)* a. MBR b. GPT c. Dynamic disk d. MFT

b. *GPT* c. *Dynamic disk* Both GPT and dynamic disk partitioning schemes enable the creation of more than four partitions or volumes on a single hard drive.

CAT: Using and Managing Windows *To learn more about the DIR command, what would you enter at the command line? (Select the two best answers.)* a. DIR HELP b. HELP DIR c. DIR /? d. DIR ?

b. *HELP DIR* c. *DIR /?* To learn more about any command, type the command and then /?, or type HELP DIR. DIR HELP would attempt to find the file 'HELP' within the current directory. DIR ? would attempt to find information about ?.

CAT: Storage Devices *How can you effectively expand the capacity of an NTFS drive?* a. Create an extended partition to extend the capacity. b. Install a second drive and mount it to a folder on the original smaller NTFS drive. c. Convert the drive to a dynamic disk and create a mirrored set. d. Format the drive with the Quick Format option.

b. *Install a second drive and mount it to a folder on the original smaller NTFS drive.* You can effectively expand the capacity of an NTFS drive by installing a second drive and mounting it to a folder on the original smaller NTFS drive.

CAT: Video Displays and Video Cards *You install a new video card in your system, but are not getting all the features. What would you need to do to correct the problem?* a. Reboot the computer. b. Install the device driver. c. Take the card out and put it back in. d. Call a technician.

b. *Install the device driver.* Without the device driver installed, you will not be able to use all the features that come with it. Most of the time you get an install disc when you purchase a new card.

*What companies dominate the chipset markets? (Select two.)* a. ATI b. Intel c. NVIDIA d. SiS

b. *Intel* c. *NVIDIA* Intel and NVIDIA produce the vast majority of the chipsets used in personal computers.

CAT: Security *What is the network name assigned to the wireless network?* a. WEP b. SSID c. SID d. WPE

b. *SSID* The SSID is the name assigned to the wireless network.

CAT: Customized PCs and Multimedia Devices *Which term describes the stereo speakers in a 2.1 sound system?* a. Woofers b. Satellites c. Subwoofers d. Twins

b. *Satellites* Stereo speakers are called satellites.

CAT: Networking *Which of the following is not a technology that can be used to connect to a printer?* a. Bluetooth b. WWAN c. 802.11b d. Infrared

b. *WWAN* Printers from different manufacturers support some of or all the listed wireless technologies, and WWAN is a technology used to connect to your network while out of the office.

CAT: Operational Procedures and Communications Methods *What does CompTIA call a PC case built for a home theater?* a. Media center case b. XBMC c. HTPC d. Stereo case

c. *HTPC* HTPC cases blend your PC in with your home theater equipment.

*Which file system includes the encrypting file system?* a. HPFS b. FAT c. NTFS d. FAT32

c. *NTFS* NTFS supported on the current versions of Windows has a feature called Encrypting File System (EFS) that can encrypt files on the disk.

CAT: Networking *A computer cannot get on the Internet; what is the first thing you should check?* a. NIC driver b. Disk defrag c. Patch cable d. Firewall settings

c. *Patch cable* The simplest solution is often the most common. Check cables and see whether the power is on for your devices and computers.

CAT: Video Displays and Video Cards *What do we call the time it takes to draw the entire screen and get the electron guns back to the upper-left corner?* a. Horizontal refresh rate b. Horizontal redraw rate c. Vertical refresh rate d. Vertical redraw rate

c. *Vertical refresh rate* The amount of time it takes to draw the entire screen and get the electron guns back to the upper-left corner is called the vertical refresh rate.

*Internet Explorer, Mozilla Firefox, and Google Chrome are all examples of what?* a. Web servers b. DNS c. Web browsers d. IP addresses

c. *Web browsers* All these programs are Web browsers.

CAT: Installing and Upgrading Windows *What setup switch verifies that existing hardware and software will work with Windows XP?* a. /checkcompatibility b. /verifyhardware c. /verifycompatibility d. /checkupgradeonly

d. */checkupgradeonly* The /checkupgradeonly switch is used by the winnt32.exe program to verify compatibility with existing hardware and software.

CAT: Customized PCs and Multimedia Devices *Which sampling rate would produce the highest-quality sound?* a. 8 Hz b. 8 KHz c. 128 Hz d. 128 KHz

d. *128 KHz* The bigger the number, the better the quality, so 128 KHz is the king here.

CAT: I/O and Input Ports and Devices *What is the fastest speed that Hi-Speed USB 2.0 can go?* a. 12 Mbps b. 120 Mbps c. 400 Mbps d. 480 Mbps

d. *480 Mbps* Hi-speed USB 2.0 has a theoretical maximum of 480 Mbps.

CAT: Security *Which built-in group has full access to the system?* a. Administrator b. Power Users c. Account Operators d. Administrators

d. *Administrators* Administrators is a built-in group that has full access to the system.

CAT: Using and Managing Windows *You need to shut down a service that is interfering with another program. Which of the following can you use to perform this task? (Choose all that apply.)* a. Taskkill.exe b. Services.msc c. Task Manager d. All of the above

d. *All of the above* TASKKILL.EXE, Services.msc, and Task Manager can all be used to shut down a service.

CAT: Networking *What type of connector connects a 10Base2 cable to a network card?* a. AUI b. RJ-45 c. RJ-11 d. BNC

d. *BNC* A BNC connector connects a 10Base2 cable to a network card.

CAT: Video Displays and Video Cards *What connector can have audio and video pass through it?* a. VGA b. RGB c. DVI d. HDMI

d. *HDMI* High-Definition Multimedia Interface (HDMI), as the word multimedia implies, can transmit video and audio signals. VGA, RGB, and DVI are video standards only, with DVI being the newest and most commonly used on PC monitors.

CAT: I/O and Input Ports an Devices *What do you call a series of SCSI devices working together through a host adapter?* a. A SCSI controller b. A SCSI chain c. RAID d. Cabled SCSI

b. *A SCSI chain* A series of SCSI devices working together through a host adapter is a SCSI chain.

CAT: Networking *What determines the name of a wireless network?* a. EAP b. MAC address c. SSID d. WAP

c. *SSID* The SSID determines the name of a wireless network.

CAT: Security *Which of the following should Mary set up on her Wi-Fi router to make it the most secure?* a. NTFS b. WEP c. WPA d. WPA2

d. *WPA2* Mary should set up WPA2 on her Wi-Fi router.

*What is displayed in the Computer window?* a. All the drives on your system b. All the Control Panel applets c. Installed programs d. Performance Monitor

a. *All the drives on your system* Computer shows your drives.

CAT: Networking *Which of the following is an example of a Class B IP address?* a. 164.34.56.8 b. 12.45.76.2 c. 202.34.65.32 d. 125.67.6.7

a. *164.34.56.8* The number in Class B addresses' first octet ranges from 128 to 191. The number in Class A addresses' first octet ranges from 1 to 126, and the number in Class C IP addresses' first octet ranges from 192 to 223.

CAT: Printers *How many pins would you see in a high-quality printhead on a dot matrix printer?* a. 24 b. 15 c. 8 d. 35

a. *24* High-quality dot matrix printheads can come in 9, 18, or 24 pins, with 24 being the highest quality.

CAT: Power Supplies and System Cooling *How many pins are used for the main connection by recent ATX/BTX motherboards with ATX12V 2.2 power supplies?* a. 24 b. 48 c. 32 d. 16

a. *24* Most of the newer power supplies in use today have 24 pins. Older motherboards have a 20-pin connection.

CAT: Technician Essentials and PC Anatomy 101 *The static shock one commonly feels is typically about how many volts?* a. 3,000 b. 200 c. 10 d. 5 exam-u.com

a. *3,000* The shock we give one another is typically 3,000V exam-u.com

CAT: Power Supplies and System Cooling *You think that the power supply in your PC might be failing, causing issues with a SATA drive. You decide to test the SATA drive. What are the standard voltages of a SATA connection on an ATX power supply?* a. 3.3 V, 5 v, 12 V b. -3.3 V, 5 V, -12 V c. -5 V, 5 V, 12 V d. 5 V and 12 V

a. *3.3 V, 5 v, 12 V* SATA power connections have 3.3, 5, and 12-volt wires. There are no negative voltage wires on SATA power connections. Molex power connections use 5 V and 12 V only, but SATA includes the 3.3 volt line. In this scenario you should test the SATA power connector and the main power connector from the power supply with your trusty PSU tester. (Most PSU testers will have an SATA power port in addition to the main 24-pin power port.)

*How much L1 cache does a Pentium III processor have built in?* a. 32K b. 64K c. 8K d. 16K

a. *32K* The Pentium III processor contains 32K of L1 cache.

*How many pins does a standard floppy drive controller have?* a. 34 pins b. 40 pins c. 50 pins d. 75 pins exam-u.com

a. *34 pins* A floppy drive connector has 34 pins, and an IDE connector has 40 pins, and internal SCSI devices have 50 pins. exam-u.com

*What is the size of a sector on a hard disk?* a. 512 bytes b. 1K c 4K d. 512K

a. *512 bytes* A single sector on the disk is 512 bytes. A group of these sectors makes up a cluster, which typically could be 4K, 16K, or 32K.

CAT: Installing and Upgrading Windows *What is the minimum requirement of RAM for Windows XP Professional?* a. 64 MB b. 128 MB c. 256 MB d. 32 MB

a. *64 MB* Windows XP Home and Professional versions need only 64 MB to be installed. Microsoft recommends more, but 64 is the bare minimum needed to run the system. Windows XP Media Center, however, requires 256 MB of RAM.

CAT: Storage Devices *Ray wants to install a new internal SATA hard drive in his computer. Which types of cables should he connect to the drive? (Select the two best answers.)* a. 7-pin data cable b. 40-pin data cable c. 4-pin power cable d. 15-pin power cable

a. *7-pin data cable* d. *15-pin power cable* Internal SATA drives connect to the motherboard (or SATA card) via a 7-pin data cable and a 15-pin power cable. PATA (IDE) hard drives use a 40-pin data cable and 4-pin (Molex) power cable. Who is Ray? He's just another fictitious character in this book. You'll hear more about him later.

CAT: Networking *What wireless networking standard operates at 5 GHz only?* a. 802.11a b. 802.11b c. 802.11g d. 802.11n

a. *802.11a* 802.11a operates at 5 GHz only. 802.11b and g operate at 2.4 GHz. 802.11n operates at either 2.4 or 5 GHz. The IEEE 802.11 wireless standards are collectively known as 802.11x. There is no actual 802.11x standard; it was not used in order to avoid confusion. 802.11x is instead a variable that you will sometimes see that refers to two or more 802.11 technologies.

CAT: I/O and Input Ports and Devices *Which two formats do serial ports come in?* a. 9-pin b. 15-pin c. 20-pin d. 25-pin

a. *9-pin* d. *25-pin* Serial ports, which are used by serial mice, come in two formats: 9-pin and 25-pin.

CAT: Troubleshooting and Maintaining Windows *Which of the following points to a hardware or CMOS problem rather than an OS problem with a PC that won't boot.* a. A black screen with the error message "invalid boot disk" b. A black screen with the error message "NTLDR bad or missing" c. A black screen with the error message "Invalid BOOT.INI" d. A black screen with the error message "Invalid BCD"

a. *A black screen with the error message "invalid boot disk"* A black screen with an "invalid boot disk" error message points to a hardware or CMOS problem with a PC that won't boot.

CAT: Networking *Which of the following defines half-duplex communication?* a. Allows information to be both sent and received, but not at the same time b. Allows information only to be sent c. Allows information to be sent and received at the same time d. Allows information to be sent, but only after dependent information is received

a. *Allows information to be both sent and received, but not at the same time* Half-duplex devices allow you to send and receive information, but not at the same time.

*Which of the following best describes shadow RAM?* a. An area of system memory where some of the BIOS functions are copied during the boot process. b. An area of system memory that stores the information twice so that if the system crashes there will be a backup copy. c. The process of having frequently used data stored in cache for quicker access. d. The same thing as SRAM.

a. *An area of system memory where some of the BIOS functions are copied during the boot process.* The term shadowing implies "making a copy" - more specifically, copying the BIOS instructions to system memory so that the function can be executed more quickly.

CAT: Mobile Devices *Where can you obtain applications for mobile devices? (Select all that apply.)* a. Android Market b. App Store c. Google Play d. iTunes

a. *Android Market* b. *App Store* c. *Google Play* d. *iTunes* Android users download applications (apps) from the Android Market (now known as Google Play). Apple users download apps from the App Store or from within iTunes.

CAT: Mobile Devices *Which of the following is an open-source operating system?* a. Android b. iOS c. Windows CE d. Windows Mobile

a. *Android* Android is an open-source OS. It is freely downloadable and can be modified by manufacturers of mobile devices to suit their specific hardware. Apple's iOS and Microsoft's two mobile OSes—Windows CE and Windows Mobile—are closed-source; a company would have to pay a fee for every license of the OS.

CAT: Mobile Devices *Where might you find applications for mobile devices? (Select the three best answers.)* a. App store b. Windows Media Player c. Market d. Google Play

a. *App store* c. *Market* d. *Google Play* When it comes to applications, Apple uses the App Store (which can also be accessed through iTunes). Android devices use the Android Market and Google Play. Windows Media Player is used to play audio and video files within Windows.

CAT: Security *Which of these is an example of social engineering?* a. Asking for a username and password over the phone b. Using someone else's unsecured wireless network c. Hacking into a router d. A virus

a. *Asking for a username and password over the phone* Social engineering is the practice of obtaining confidential information by manipulating people. Using someone else's network is just plain theft. Hacking into a router is just that, hacking. And a virus is a program that spreads through computers and networks (if executed by the user) that might or might not cause damage to files and applications.

CAT: Troubleshooting and Maintaining Windows *You have just set up a new user's computer that is running the Windows XP operating system. This user wants to make sure that the computer's system state can be restored if a failure occurs. What system recovery option would you want to set up?* a. Automated System Recovery b. Emergency Repair Disk c. No option available d. Complete PC Backup

a. *Automated System Recovery* The Automated System Recovery (ASR) option in NTBackup enables you to restore the system state (user accounts, hard disk configuration, network configuration, video settings, hardware configuration, software settings, and operating system boot files). However, you must reinstall programs and restore data files from a backup.

CAT: BIOS *Which BIOS settings will allow you to automatically configure your system? (Choose all that apply.)* a. BIOS defaults b. Setup defaults c. Turbo d. Function

a. *BIOS defaults* b. *Setup defaults* c. *Turbo* Many BIOS versions enable you to automatically configure your system with a choice of these options from the main menu.

CAT: Printers *Which of the following capabilities enables a printer to store multiple documents?* a. Buffer b. Print driver c. Printer pool d. Spooling

a. *Buffer* The printer has RAM, which acts as a buffer if you or others send multiple documents to it. It prints them one at a time according to which job entered the queue first. Don't confuse the printer's buffer with the spooler that exists on the hard drive of the computer that controls the printer. The print driver is the software you install so that Windows can "talk" to the printer properly; it needs to be the exact driver. A printer pool is a group of printers (often identical) that share the duties of printing.

*Amanda bough a new system that, right in the middle of an important presentation, gave her a Blue Screen of Death. Now her system won't boot at all, not even to CMOS. After extensive troubleshooting, she determined that the motherboard was a fault and replaced it. Now the system runs fine. What was the most likely cause of the problem?* a. Burn-in failure b. Electrostatic discharge c. Component failure d. Power supply failure

a. *Burn-in failure* Although all of the answers are plausible, the best answer here is that her system suffered burn-in failure.

CAT: RAM *How should you hold RAM when installing it?* a. By the edges b. By the front and back c. With tweezers d. With an IC puller

a. *By the edges* Hold RAM by the edges to avoid contact with the pins, chips, and circuitry. Touching the front and back is not advised because it will require touching the chips on the RAM module. Tools are not needed, and if they are used, metallic could be damaging to the module. Plastic tweezers are used to remove screws that fell into tough-to-reach places in the case. The IC puller is a tool that removes older integrated circuits and is not used often today.

CAT: Networking *Which of the following is an example of a broadband connection?* a. Cable Internet b. Ethernet c. Client/Server d. IEEE 802.3

a. *Cable Internet* Cable Internet is a broadband connection. It uses multiple "channels" to transmit and receive information. All the rest of the examples are technologies that are, or use, a baseband connection (one channel on the media). Ethernet (which was originally ratified by the IEEE as the 802.3 standard) is a shared technology by default; only one computer can communicate on the network at any given time. However, Ethernet switching alleviates this by segmenting computers and redirecting information to other systems via MAC address. Client/Server is less a networking technology and more of a way that computers communicate; it has a centralized server that controls the network.

CAT: Power Supplies and System Cooling *When a system is dead and gives no signs of life when you turn on the computer, which of the following might be the cause? (Choose all that apply.)* a. Defects in the AC power to the system b. Power supply failure or misconfiguration c. Temporary short circuits in internal or external components d. Power button or other component failure

a. *Defects in the AC power to the system* b. *Power supply failure or misconfiguration* c. *Temporary short circuits in internal or external components* d. *Power button or other component failure* When turning on a system that shows no signs of life you must consider all these as potential problems.

CAT: Video Displays and Video Cards *When installing a new monitor what should you do first? Choose the best answer.)* a. Determine what type of cable is compatible with your video card. b. Go to the advanced dialog screen and choose a resolution. c. Connect the cable to the video card. d. None of these options is correct.

a. *Determine what type of cable is compatible with your video card.* The three steps listed are all ways to install a monitor; however, if you have a monitor that your video card does not support you must either get another cable or a new video card that supports the cable you have.

CAT: Laptop and Notebook Computers *From which of the following locations could you disable a hardware component on a laptop in Windows?* a. Device Manager b. Task Manager c. Computer d. Services console

a. *Device Manager* Use the Device manager to disable a component in Windows, regardless of whether it is a laptop or a PC. Use the Task Manager to analyze basic system performance and stop processes. Use Computer (My Computer in Windows XP) to view folders, files, and other computers. Use the Services console (services.msc) to stop and start and enable/disable services.

*If Windows recognizes a device, where will it appear?* a. Device Manager b. C:\Windows\System23\Devices c. Desktop d. Safely remove hardware applet

a. *Device Manager* Windows displays recognized devices in Device Manager.

CAT: Networking *One reason for implementing a network is to share the Internet. Which of the following methods can connect a network to the Internet? (Choose all that apply.)* a. Dial-up modem b. ISDN modem c. DSL modem d. Cable modem

a. *Dial-up modem* b. *ISDN modem* c. *DSL modem* d. *Cable modem* Although the older dial-up modems are going by the wayside, they are still used. The newer technologies such as an ISDN, cable, and DSL more commonly connect today's networks to the Internet.

CAT: Networking *Which of the following provides the lowest level of wireless security protection?* a. Disable the SSID broadcast b. Use RADIUS c. Use WPA2 d. Enable WEP on the wireless access point

a. *Disable the SSID broadcast* Disabling the SSID broadcast is a security precaution, but it only keeps out the average user. Any attacker with two bits of knowledge can scan for other things the wireless access point broadcasts. Interestingly, using WEP is considered more secure than not using it and disabling the SSID. RADIUS is an external method of authenticating users; it often requires a Windows Server. WPA2 is very secure; if you had one security option you could enable, make it WPA2.

CAT: Power Supplies and System Cooling *To avoid power supply hazards you must never do which of the following? (Choose two.)* a. Disassemble the power supply. b. Put metal tools through the openings. c. Switch the voltage to 220. d. Put a smaller power supply in the computer.

a. *Disassemble the power supply.* b. *Put metal tools through the openings.* The capacitors inside the power supply retain potentially fatal voltage levels. To prevent shock you should not disassemble power supplies or stick in a metal object such as a screwdriver.

CAT: Video Displays and Video Cards *You've opened a CRT. Before working on the CRT, what should you do?* a. Discharge the monitor b. Clean the monitor c. Degauss the monitor d. Unplug the monitor

a. *Discharge the monitor* The CRT holds a lethal charge and needs to be discharged before working on it. Of course, you should have unplugged the monitor before you opened it. In the strange case that you get a question like this, only a person trained on the repair of monitors should be opening them and even they should be discharging them before commencing work. Why would you clean a monitor before working on it? I don't know, seems something to do after the work is complete. Degaussing CRT monitors eliminates stray magnetic fields; most CRTs come with a built-in onscreen degaussing utility.

CAT: Installing and Upgrading Windows *Which of the following are valid methods that can be used to install a Windows operating system? (Choose all that apply.)* a. Distribution CD/DVD b. Network installation c. Drive imaging d. A recovery CD

a. *Distribution CD/DVD* b. *Network installation* c. *Drive imaging* d. *A recovery CD* All the listed methods are valid ways to install an operating system. The most common ways are to use the distribution CD or DVD, or the recovery disc that comes with your system. You can also install from a network share or by imaging the drive.

CAT: Operational Procedures and Communications Methods *When dealing with difficult customers, what should you do?* a. Do not minimize a customer's problems b. Report through proper channels c. Track evidence through documentation d. Tell the customer to remove confidential documents

a. *Do not minimize a customer's problems* Not minimizing a customer's problems is one way to deal with a difficult customer. Other ways include avoid arguing, avoid being judgmental, and clarify customer statements. As for the other answers, reporting through proper channels is part of the fundamentals of first response. Tracking evidence and documenting is part of the concept of chain of custody. Finally, you should ask the customer to remove confidential documents; this is one method of dealing with customers' confidential materials appropriately.

CAT: Security *What type of attack involves the hacker causing your system or network to become unresponsive to valid requests?* a. DoS attack b. Eavesdrop attack c. Man-in-the-middle attack d. Password attack

a. *DoS attack* A denial of service (DoS) attack is when a hacker consumes all the system's processing power or bandwidth so that it cannot perform its normal job.

*Jill boots an older Pentium III system that has been the cause of several user complaints at the office. The system powers up and start to run through POST, but then stops. The screen displays a "CMOS configuration mismatch" error. Of the following list, what is the most likely cause of this error?* a. Dying CMOS battery b. Bad CPU c. Bad RAM d. Corrupt System BIOS

a. *Dying CMOS battery* The CMOS battery is likely dying.

CAT: Customized PCs and Multimedia Devices *What is the name of the extensions to the DirectSound3D standard developed by Creative Labs?* a. EAX b. MP3 c. Positional audio d. Reverberation

a. *EAX* Creative Labs developed the EAX extensions.

CAT: RAM *Critical applications and network servers have a special type of memory. What is it called?* a. ECC memory b. Unbuffered memory c. Static memory d. Desktop memory

a. *ECC memory* ECC memory enables the system to correct single-bit errors and notify you of larger errors.

CAT: Using and Managing Windows *Which of the following file systems enables you to encrypt files, thus making them unviewable by any account but your own?* a. EFS b. FAT c. FAT32 d. OSR

a. *EFS* The Encrypting File System (EFS) enables you to encrypt files, making them unviewable by any account but your own.

CAT: I/O and Input Ports and Devices *When daisy-chaining SCSI devices, what must each device have? Choose two.)* a. Each device must have a unique SCSI device ID. b. Each device must have a separate bus. c. Each end of he daisy chain must be terminated. d. Each device requires its own adapter.

a. *Each device must have a unique SCSI device ID.* c. *Each end of he daisy chain must be terminated.* The SCSI device ID is used to identify the different devices on the SCSI bus. Terminating each end of the bus prevents signal problems.

CAT: Technician Essentials and PC Anatomy 101 *What does EMI stand for?* a. Electromagnetic interference b. Electric motor interference c. Electromechanical interference d. Emits magnetic interference exam-u.com

a. *Electromagnetic interference* EMI - electromagnetic interference - is electrical interference from an external source exam-u.com

CAT: Technician Essentials and PC Anatomy 101 *ESD Stands for* a. Electrostatic discharge b. Electrostationary discharge c. Electrostatic disruption d. None of the above exam-u.com

a. *Electrostatic discharge* Electrostatic discharge, or ESD, occurs when two objects carry a charge of different amounts, and the charge is transferred from one object to another to balance the charge. exam-u.com

CAT: Mobile Devices *What are the steps involved in pairing a Bluetooth keyboard with a tablet?* a. Enable Bluetooth on the tablet; turn on the Bluetooth device; find the device with the tablet; enter a PIN code or other pairing sequence. b. Turn on the Bluetooth device; find the device with the tablet; enter a PIN code or other pairing sequence. c. Search for a Bluetooth device from the tablet; select pair from the options to enable the device. d. Enable Bluetooth on the tablet; turn on the Bluetooth device; find the device with the tablet; select pair from the options to enable the device.

a. *Enable Bluetooth on the tablet; turn on the Bluetooth device; find the device with the tablet; enter a PIN code or other pairing sequence.* To pair a Bluetooth keyboard with a tablet, enable Bluetooth on the tablet, turn on the Bluetooth device, find the Bluetooth device in the tablet's settings screen, then enter a PIN code or finalize the pairing.

CAT: Mobile Devices *You need to locate a mobile device that was stolen. Which technology can aid in this?* a. GPS b. Screen orientation c. Passcode locks d. Gmail

a. *GPS* The Global Positioning System (GPS) technology can be instrumental in locating lost or stolen mobile devices. Many devices have this installed; others rely on geotracking or Wi-Fi hotspot locating techniques. (You are being watched!) Screen orientation is how the screen is displayed depending on how you hold the device: vertical or horizontal (or upside down). It can be calibrated on Android devices with the G-Sensor calibration tool. Passcode locks are sets of numbers that are required to be entered when a mobile device is turned on or taken out of sleep mode. Gmail is a web-based e-mail service by Google. It is incorporated into the Android operating system.

CAT: Mobile Devices *Which of the following are wireless connections to the Internet that you would commonly make use of on a smartphone? (Select the two best answers.)* a. GSM b. Bluetooth c. Wi-Fi d. Fiber optic

a. *GSM* c. *Wi-Fi* The Global System for Mobile Communications (GSM) and the general packet radio service (GPRS) are used to connect to the Internet at 2G, 3G, and 4G speeds. Wi-Fi connections also allow connections to the Internet given there is a hotspot available. They work the same way Wi-Fi does with PCs and laptops. Bluetooth is used to connect wireless devices to the mobile device—for example, headsets. Fiber optic is not wireless, and mobile devices do not make use of it.

CAT: Using and Managing Windows *The Windows Vista sidebar contains _____________.* a. Gadgets b. Widgets c. Bracelets d. Icons

a. *Gadgets* The sidebar in Windows Vista contains gadgets that offer specialized information like weather and traffic. Windows 7 doesn't use the Sidebar, but you can still make use of Gadgets. Widgets are the same types of small applications but are usually web-based. Icons are files or programs on the desktop. Bracelets belong on people, not on computer screens.

CAT: Troubleshooting and Maintaining Windows *In which troubleshooting step should you perform backups?* a. Identify the problem b. Test the theory to determine cause c. Verify a full system functionality d. Document findings actions and outcomes

a. *Identify the problem* You should perform backups during the first step: Identify the problem. The idea is that you back up the data before you actually do anything to the computer. Testing theories is step 3. Verifying full functionality is step 5. Documenting findings is step 6.

CAT: Operational Procedures and Communications Methods *In which step of the CompTIA A+ troubleshooting process would you question the user?* a. Identify the problem b. Establish a theory c. Establish a plan of action d. Document findings

a. *Identify the problem* You would question the user during step 1 of the CompTIA A+ troubleshooting process: Identify the problem. Also during that step you would identify user changes and perform backups. Afterward, you move on to step 2: Establish a theory of probable cause. Next, it's step 3: Test the theory to determine cause. And after that is step 4: Establish a plan of action to resolve the problem and implement the solution. Next is step 5: Verify full system functionality and, if applicable, implement preventive measures. Finally, step 6: Document findings, actions, and outcomes.

CAT: Technician Essentials and PC Anatomy 101 *According to troubleshooting theory, what is the first thing you should do when you arrive to work on a computer?* a. Identify the problem. b. Ask how the user broke the machine. c. Start working on the problem immediately. d. Back up critical data.

a. *Identify the problem.* The first thing you should do is identify the problem.

CAT: Operational Procedures and Communications Methods *While you are working at a customer site, a friend calls you on your cell phone. What should you do?* a. Ignore the call for now. b. Go outside and take the call. c. Answer the phone as quietly as possible. d. Text your friend.

a. *Ignore the call for now.* While on the job site, limit phone calls to emergencies or if your employer calls you about another customer. Taking a personal phone call while working at a client site is considered unprofessional. Be professional when you're on the job!

CAT: Installing and Upgrading Windows *You need to create an image of Windows 7 that can be used for installation on laptops and desktops Which of the following utilities should you use? (Choose all that apply.)* a. ImageX b. Ghost c. Acronis True Image d. Sysprep

a. *ImageX* d. *Sysprep* ImageX is designed to capture an image that can be used by different types of computers, and Sysprep prepares the image file for deployment.

CAT: Printers *You need to install a printer that can be used to print payroll checks on paper forms that have a carbon backing. Which printer technology should you select?* a. Impact b. Laser c. Inkjet d. Thermal

a. *Impact* The impact printer technology is what you want. This strikes the ribbon, and consequently the paper with a printhead. The physical hammering action causes the carbon backing to take effect and apply text to the next layer of paper. Multipart forms such as these are commonly used for receipts. Laser printers can print to special multipart forms, but not ones with carbon backing.

CAT: Mobile Devices *A customer's Android smartphone was running a third-party VNC application that froze. What should you do? (Select the two best answers.)* a. Initiate a soft reset b. Initiate a hard reset c. Pull the battery d. Remove the memory card

a. *Initiate a soft reset* c. *Pull the battery* If you can't shut down the application in the Running Services area, then try initiating a soft reset first. On an Android device this is simply pressing and holding the power button, shutting it down, and then restarting it after a few seconds. If, however, pressing the power button doesn't do anything, remove the battery so that the device will have its power supply cut. Replace the battery and reboot the phone! Don't do a hard reset unless it is absolutely necessary. On an Android-based device, this will clear it and return it to factory condition. Removing the memory card in of itself won't fix the problem, but seeing as how many devices store the memory card under the battery, this could indirectly fix the problem.

CAT: Troubleshooting and Maintaining Windows *What tasks are completed by the Windows XP Emergency Repair Process? Select all that apply.* a. Inspect boot files b. Inspect driver configuration c. Inspect system files d. Inspect Registry

a. *Inspect boot files* c. *Inspect system files* d. *Inspect Registry* The Emergency Repair Process does not inspect driver configurations.

CAT: Motherboards and Processors *Which of the following controls the connection between the CPU and the PCIe x16 expansion slot?* a. Northbridge b. Power supply c. Memory d. Memory controller

a. *Northbridge* The northbridge takes care of the connections between the CPU and the PCI Express (PCIe) x16 expansion slot. On older Intel systems and AMD systems, the northbridge is the first of a pair of chips in the chipset (the other is the southbridge). On newer Intel systems, the northbridge functionality is combined with the CPU.

CAT: Motherboards and Processors *Moving your CPU's speed beyond its normal operating range is called _____________.* a. Overclocking b. Overdriving c. Overpowering d. Overspeeding

a. *Overclocking* Overclocking is the act of increasing your CPU's operating speed beyond its normal rated speed. The rest of the terms are not used in relation to this concept.

*What are the labels given to the power connectors that supply power to the motherboards?* a. P1 and P2 b. P22 and P2 c. PT1 and PT2 d. PS1 and PS2

a. *P1 and P2* P1 and P2 are the typical labels given to a motherboard's power connectors.

CAT: Video Displays and Video Cards *Which of the following bus types are used for video cards? (Choose all that apply.)* a. PCI b. AGP c. DMI d. PCI Express

a. *PCI* b. *AGP* d. *PCI Express* Currently, video cards use the following bus types: PCI, AGP, and the newer PCI Express.

CAT: Motherboards and Processors *Which of the following are considered expansion slots? (Choose all that apply.)* a. PCI b. FireWire c. AGP d. USB

a. *PCI* c. *AGP* PCI and AGP are expansion slots. The other connections are for external devices.

CAT: Networking *You have been asked by a company to analyze their network. You find several hubs and switches within the network. Which of the following additional devices might you find in this network?* a. Routers b. Bridges c. Repeaters d. VLAN technology

a. *Routers* b. *Bridges* c. *Repeaters* Hubs or switches are the only connectivity equipment needed for a workgroup LAN. However, if the network needs to span longer distances than those supported by the network cabling in use or needs to connect to another network, additional connectivity equipment is needed. A repeater is used to carry the signals even farther than normal. You can also use a bridge to connect two networks together. A router can be used to connect two or more networks.

CAT: Installing and Upgrading Windows *You need to install Windows 7 on a computer currently running Windows XP. You need to verify that the upgrade will go smoothly. What should you do to determine whether this computer can run the Windows 7 operating system?* a. Run the Windows 7 Upgrade Advisor. b. Check the HCL for computer specifications. c. Run the checkupgradeonly program. d. Run the 7 Upgrade Wizard.

a. *Run the Windows 7 Upgrade Advisor.* Windows 7 Upgrade Advisor checks your existing hardware and software to determine whether it is compatible with 32-bit and 64-bit versions of Windows 7.

CAT: Installing and Upgrading Windows *A technician is installing a program on a Windows 7 computer and the installation fails. Which of the following is the next step?* a. Run the installer as an administrator b. Contact the program's manufacturer c. Reinstall Windows XP on the computer d. Upgrade to Windows 7

a. *Run the installer as an administrator* Run the installer as an administrator. Programs cannot be installed by standard users or guests. You must have administrative rights to do so.

CAT: Motherboards and Processors *Which of the following ports is not found in a port cluster?* a. SATA port b. Network port c. USB port d. PS/2 mouse and keyboard

a. *SATA port* The eSATA port, not the SATA port, is found (along with the others listed) in typical port clusters.

CAT: Networking *Your boss can receive e-mail but can't seem to send e-mail with the installed e-mail client software. Which protocol is not configured properly?* a. SMTP b. SMTP c. FTP d. HTTP

a. *SMTP* The Simple Mail Transport Protocol (SMTP) is not configured properly. That is the protocol used to send mail. POP3 receives e-mail. FTP enables two computers to upload and download files. HTTP is the protocol used by web browsers to surf the Internet.

CAT: Security *What is the name of a wireless network referred to as?* a. SSID b. WPA c. DMZ d. DHCP

a. *SSID* The Service Set Identifier (SSID) is the name of the wireless network. This is the name you look for when locating a wireless network. WPA stands for Wi-Fi Protected Access, a secure connectivity protocol for wireless networks. The demilitarized zone (DMZ) is an area between the LAN and the Internet that often houses web, e-mail, and FTP servers. The Dynamic Host Configuration Protocol (DHCP) is a service that assigns IP addresses automatically to computers and other devices.

*Which of the following is an advantage of running Windows on NTFS as opposed to FAT?* a. Security b. Multiple folders c. Long filenames d. speed

a. *Security* NTFS offers security. FAT provides no security.

CAT: Installing and Upgrading Windows *Which of the following is an advantage of running Windows on NTFS as opposed to FAT32?* a. Security b. Support for DOS applications c. Long filenames d. Network support

a. *Security* Security is an advantage of running NTFS as opposed to FAT32.

CAT: I/O and Input Ports and Devices *Modems are usually attached to a computer through what type of port?* a. Serial b. Sequential c. Parallel d. Modem exam-u.com

a. *Serial* Modems are serial devices, and as such are attached to serial port. exam-u.com

*Cindy installs a second stick of DDR2 RAM into her Core 2 Duo system, brining the total system memory up to 2GB. Within a short period of time, though, she begins experiencing Blue Screen of Death. What could the problem be?* a. She installed faulty RAM. b. The motherboard could only handle 1GB of RAM. c. The motherboard needed duel-channel RAM. d. There is no problem. Windows always does this initially, but gets better after crashing a few times.

a. *She installed faulty RAM.* If you have no problems with a system and then experience problems after installing something new, chances are the something new is at fault.

CAT: Security *A technician you work with just finished installing AV software on a PC. What should the technician do next?* a. Update the AV signatures b. Remove infected files c. Run a full scan d. Quarantine infected files

a. *Update the AV signatures* The technician should update the antivirus (AV) software immediately after installing it and set it to automatically check for updates every day. If the PC was infected, and the scenario makes no mention of this, the technician should have already removed the system from the network, ran a full scan, and quarantined infected files—in that order. Any other viruses that eluded quarantine would be researched on the AV manufacturer's website.

CAT: Networking *Your co-worker's iPad is having trouble connecting to e-mail. How should you troubleshoot this? (Select the three best answers.)* a. Verify Internet access b. Check for Bluetooth connectivity c. Check port numbers d. Make sure that GPS is enabled e. Verify username/password

a. *Verify Internet access* c. *Check port numbers* e. *Verify username/password* First make sure that the iPad has a connection to the Internet. Then check that the e-mail settings were entered properly, including port numbers, server names, username/password, and any security settings. Bluetooth can be off while e-mail is being used. GPS tracks where a mobile device is located, and it too can be turned off when accessing e-mail.

CAT: Operational Procedures and Communications Methods *You see a network cable run between two cubicles where people walk back and forth. What should you do first?* a. Install a cable runner. b. Call 911. c. Call building management. d. Disconnect the cable and remove it.

a. *Install a cable runner.* For now, the first thing you should do is install a cable runner over the cable. FloorTrak is one type of cable runner. Or you could use duct tape or similar tape to minimize trip hazards temporarily. Afterward, you should inform your supervisor or building management of the trip hazard so that it can be rerouted according to your cable management policy. An emergency hasn't happened yet so there is no need to call 911. You shouldn't disconnect a network cable without knowing what it does and without permission.

CAT: Networking *One of your customers has a wireless router installed in a home office. The customer complains of issues with signal strength at the opposite end of the house. What is the best option as far as increasing signal strength?* a. Install a wireless repeater at the far end of the house b. Install a second wired router at the far end of the house c. Install a high gain antenna focused toward the office wall d. Run Cat 5e cable to all of the rooms that have poor signal strength

a. *Install a wireless repeater at the far end of the house* Installing a wireless repeater to increase the distance of the wireless network is the easiest and cheapest solution. Of course, you should first ask if the customer would mind moving the wireless access point to the center of the home, thus giving broader and more uniform coverage. Running cable is time-consuming, is expensive for the customer, and can be difficult in some houses. Though a second wired router would work, it is a more expensive solution (plus the cabling) than a simple wireless repeater. Plus, it would have to be configured properly. High-gain antennae are usually used outdoors (or in outer space) for long-distance transmissions. They have too much power to be placed inside a home and are an excessive solution.

CAT: Networking *A technician is setting up a SOHO and has configured the wireless network adapter on a laptop with WPA2. While the technician configures the WAP, he notices that WPA2 is not listed as an option. What should the technician do next?* a. Install the latest WAP firmware b. Install the latest wireless network adapter drivers c. Install the latest WAP drivers d. Install the latest wireless network adapter firmware

a. *Install the latest WAP firmware* The technician should install the latest firmware to the WAP. WAPs don't require drivers; the firmware has all the code they require. On the other hand, wireless network adapters don't need firmware (usually) because they use drivers. But the network adapter is fine because it is already configured with WPA2. It's the WAP we are concerned with; we want it to use the best wireless encryption possible.

CAT: BIOS *Of the following system information, which can be viewed in the BIOS? (Choose all that apply.)* a. Installed memory (RAM) b. BIOS information c. Number of expansion slots d. Processor speed e. Video card memory size f. Feature settings

a. *Installed memory (RAM)* b. *BIOS information* d. *Processor speed* The type and speed of the processor, amount of RAM, and the details of the BIOS program can all be viewed from within the BIOS setup. The number of expansion slots can be determined by a physical examination of the computer or by using a hardware testing program such as SiSoftware Sandra. Feature settings refer to the ability to configure various features of the operating system.

CAT: Networking *Ralph has installed a wireless network in his house, placing the wireless access point in the kitchen, a centralized location. The Wi-Fi works fine in the living room and dining room but goes out almost completely in the bedroom. What's most likely the problem?* a. Interference with some metal object b. Improper antenna setup c. Use of the default SSID d. The SSID overlapping with a neighbor's SSID

a. *Interference with some metal object* Watch out for microwave ovens, refrigerators, and pipes in the walls. They can interfere with a Wi-Fi signal and create dead spots.

CAT: Networking *Which Microsoft technology enables you to share a single Internet connection with multiple computers?* a. Internet Connection Sharing b. My Network Places c. Remote Access d. Remote Desktop

a. *Internet Connection Sharing* Internet Connection Sharing enables you to share a single Internet connection with multiple computers.

CAT: Networking *Typically, which Windows tool enables you to configure a SOHO router?* a. Internet Explorer b. Device Manager c. Msconfig d. Windows Explorer

a. *Internet Explorer* Internet Explorer (or any other web browser) is normally used to configure a router. It's sometimes referred to as romming into the router because the configuration program is stored in the ROM chip of the router. You can type the IP address of the router into the Windows Explorer address bar, but that will simply open an IE (or other browser) tab. The Device Manager is where you enable and disable devices and install, update, and roll back drivers for devices. Msconfig is used to modify how the computer boots and to enable/disable programs and services.

CAT: Technician Essentials and PC Anatomy 101 *While working at the help desk, you get a call from a distraught user who says she has a blank screen. What would be useful follow-up questions? (Select two.)* a. Is the computer turned on? b. Is the monitor turned on? c. Did you reboot? d. What did you do?

a. *Is the computer turned on?* b. *Is the monitor turned on?* Go for the simple answer first. When faced with a blank screen, check to see if the computer and the monitor are on.

*While manning the help desk, you get a call from a distraught user who says she has a blank screen. What would be used to follow-up question? (Select two.)* a. Is the computer turned on? b. Is the monitor turned on? c. Did you reboot? d. What did you do?

a. *Is the computer turned on?* b. *Is the monitor turned on?* Go for the simple answers first. When faced with a blank screen, check to see if the computer and monitors are turned on.

CAT: Networking *What benefit does full-duplex offer?* a. It enables NICs to send and receive signals at the same time. b. It enables NICs to send data twice as fast. c. It enables NICs to receive data twice as fast. d. It enables a switch to connect to both coaxial and fiber optic cables.

a. *It enables NICs to send and receive signals at the same time.* Full-duplex technology enables NICs to send and receive signals at the same time.

CAT: I/O and Input Ports and Devices *Which of the following are two possible reasons that an optical mouse cursor erratically jumps around the screen? (Select the two best answers.)* a. It's using an incorrect mouse driver. b. The mouse trackball needs to be removed and cleaned. c. There's a conflict with the keyboard. d. It's on an uneven surface. e. The mouse needs to be charged.

a. *It's using an incorrect mouse driver.* d. *It's on an uneven surface.* The mouse can move erratically due to an incorrect driver or an uneven surface. Remember to visit the manufacturer of the device to get the latest and greatest driver. That should fix the problem. But optical mice are very sensitive and need to be on an even, flat surface. Also, it helps if that surface is nonreflective. Optical mice don't have a trackball. Older ball mice had these, and they would have to be cleaned to fix this problem. The mouse should not conflict with the keyboard. Older PS/2 mice would not because they used a separate IRQ from the PS/2 keyboard. Newer USB mice won't either. Every USB device gets its own resources; this is taken care of by the USB controller. Finally, if the mouse needs to be charged, it should simply stop working. Some mice use double AA batteries that simply need to be replaced.

CAT: Laptop and Notebook Computers *Which of the following are good ideas when it comes to batteries? (Select two.)* a. Keep the contacts clean by using alcohol and a soft cloth. b. Store them in the freezer if they will not be used for a long period of time. c. Toss them in the garbage when they wear out. d. Store them in a cool, dry place.

a. *Keep the contacts clean by using alcohol and a soft cloth.* d. *Store them in a cool, dry place.* Keeping a battery in the freezer is a good idea in theory, but not in practice. All batteries contain toxic chemicals and should never be treated like regular trash.

CAT: Laptop and Notebook Computers *You use your laptop often. What is a simple, free way to keep your laptop running cool?* a. Keep the laptop on a flat surface b. Put the laptop in the freezer when not in use c. Direct a fan at the laptop d. Keep the laptop turned off whenever possible

a. *Keep the laptop on a flat surface* Laptops have airflow underneath them; if the unit is not on a flat surface, that airflow will be reduced or stopped altogether, leading to component damage. The freezer is not a good idea because condensation could build up inside the unit. A fan won't do much good unless the laptop is on a flat surface, and although it is plausible to keep the laptop turned off, it negates the reason for using the laptop.

CAT: Networking *Which of the following connector types is used by fiber-optic cabling?* a. LC b. RJ45 c. RG-6 d. RJ11

a. *LC* The LC connector is used by fiber-optic cabling. Other fiber connectors include SC and ST. RJ45 is the connector used by twisted-pair networks. RG-6 is the connector used by cable modems and TV set-top-boxes. RJ11 is the standard phone line connector.

CAT: Laptop and Notebook Computers *A customer's laptop goes into standby mode unexpectedly. What is the most likely hardware component that is causing the issue?* a. LCD cutoff switch b. Hard drive c. SATA controller d. Video card

a. *LCD cutoff switch* The LCD cutoff switch is normally enabled when you close a laptop. The default action in Windows is to put the laptop to sleep if it senses that the LCD cutoff switch has been engaged (laptop has been closed). If the laptop goes into standby mode unexpectedly without closing the laptop, you will have to repair or replace the LCD cutoff switch mechanism. The hard drive, SATA controller, and video card are put to sleep when the laptop goes to sleep but should not cause the computer to sleep unexpectedly.

CAT: Laptop and Notebook Computers *Which of the following display types will you commonly find on a portable PC today? (Select two.)* a. LCD b. LED c. OLED d. Plasma

a. *LCD* b. *LED* You'll only see LCD and LED displays on portables today.

CAT: Printers *Which of the following devices use friction feeder mechanisms? (Choose two.)* a. Laser printers b. Fax machines c. Dot matrix printers d. A printer that prints hundreds of payroll checks

a. *Laser printers* b. *Fax machines* Friction feeders use rollers that apply pressure and friction to the top sheet of paper in the paper tray to move it into the print device. Laser printers and fax machines use friction feed.

CAT: RAM *What is the delay in the RAM's response to a request from the memory controller called?* a. Latency b. Standard deviation c. Fetch interval d. Lag

a. *Latency* Memory latency or CAS (Column Address Strobe) latency happens when a memory controller tries to access data from a memory module. It is a slight delay (usually measured in nanoseconds) while the memory module responds to the memory controller. The memory controller (also known as the northbridge) has a specific speed at which it operates. If the CPU asks the chip for too much information at once, this might increase latency time while the memory controller works.

CAT: Networking *You are setting up a SOHO network with DSL. Which of the following devices should you place on the phone line so that the line can be shared with a phone and the DSL modem?* a. Line filter b. Heat sink c. Router d. Coax splitter

a. *Line filter* Line filters are required for DSL modems to share phone lines with a phone. A line filter shields the phone line from digital noise and interference caused by telephone devices and makes DSL communications possible. If DSL is installed in a SOHO (small office/home office), devices such as telephones, fax machines, answering machines, dial-up modems, and security alarms should have line filters. But don't install one where the DSL modem is located. A heat sink is used to disperse heat away from a CPU. A router allows access to another network or the Internet. A coaxial splitter is used to split the signal coming from a cable TV company, so that multiple TVs can be used at the same time.

CAT: RAM *To correctly install a DIMM or Rambus module, what should you do? (Choose all that apply.)* a. Line up the module connectors with the socket. b. Verify that the locking tabs on the socket are swiveled to the outside (open) position. c. Verify that the module is lined up correctly with the socket. Then, push the module straight down until the locks on each end of the socket snaps into place at the top corners of the module. d. None of these options is correct.

a. *Line up the module connectors with the socket.* b. *Verify that the locking tabs on the socket are swiveled to the outside (open) position.* c. *Verify that the module is lined up correctly with the socket. Then, push the module straight down until the locks on each end of the socket snaps into place at the top corners of the module.* To correctly insert the memory modules, you should follow all the steps listed. You might also have to use a fair amount of pressure to securely lock these modules in place.

CAT: Laptop and Notebook Computers *What is the most commonly used battery type in laptops?* a. Lithium-ion (Li-ion) b. Nickel-Cadmium (Ni-Cd) c. Nickel-metal hydride (NiMH) d. Fuel cell

a. *Lithium-ion (Li-ion)* Although Ni-Cd and NiMH batteries have been used on laptops, the most commonly used type as of the writing of this book is lithium-ion. Some laptops and especially other smaller mobile devices use lithium-ion polymer-based batteries. Fuel cells are used in vehicles, vending machines, and highway road signs, but not laptops.

CAT: Using and Managing Windows *Which utility enables you to implement auditing on a single Windows computer?* a. Local Security Policy b. Group Policy Editor c. ADDS d. Services.msc

a. *Local Security Policy* Because there is only one computer, you can implement auditing only locally. This is done with the Local Security Policy. The Group Policy Editor and ADDS are used by Windows Servers in a domain environment. Some versions of Windows have the Local Group Policy editor, where auditing can also be turned on. If typed in the Run prompt, services.msc will open the Services console window; services can be turned on and off and enabled and disabled from here.

CAT: Mobile Devices *You are required to install a locater application on a mobile device. What is this application dependent on? (Select the two best answers.)* a. Location Services b. Bluetooth c. GPS d. GSM

a. *Location Services* c. *GPS* The locater application will be dependent on enabled GPS or Location Services. Bluetooth deals with the communication of wireless devices over short distances. GSM is used to make phone calls over cellular networks.

CAT: Using and Managing Windows *Which of the following commands can help you modify the startup environment?* a. Msconfig b. Ipconfig c. Boot Config Editor d. Registry Editor

a. *Msconfig* The MSCONFIG.EXE utility enables you to modify the startup environment via the General and Startup tabs. Ipconfig displays all network adapters' settings. The Boot Config Editor is BCDEdit; it is used to modify the Boot Configuration Data (BCD) store. You might need to modify this if you are trying to dual-boot a computer. The Registry Editor allows you to make changes to Windows by accessing various hives of information and individual entries.

CAT: Technician Essentials and PC Anatomy 101 *What tool would you use to test the voltage of a power supply? (Select the two best answers.)* a. Multimeter b. Loopback plug c. Cable tester d. Antistatic mat e. PSU tester

a. *Multimeter* e. *PSU tester* Use a multimeter or a power supply unit (PSU) tester to test the voltage of a power supply. The multimeter will test one wire at a time, whereas the PSU tester will test the entire main power connection all at once. Loopback plugs are used to test RJ45 ports on network adapters and COM1 serial ports. Cable testers are used to test networking cables. An antistatic mat is used to reduce ESD when working on a computer.

CAT: Networking *What device connects to the network and has the sole purpose of providing data to clients?* a. NAS b. NAT c. NAC d. NaaS

a. *NAS* Network-attached storage (NAS) devices store data for network use. They connect directly to the network. Network address translation (NAT) is used on routers to take a group of computers on a private LAN and connect them to the Internet by using a single public IP. NAC stands for network access control, a group of technologies designed to allow or deny access by authenticating users. NaaS stands for Network as a Service, a cloud-based technology where organizations can offload their network infrastructure to a third-party. Threw in a tougher one there—have to keep you on your toes!

CAT: Networking *You need to list all the network shares for a local computer within the Command Prompt. Which command will do this for you?* a. Net view b. Net use c. Net share d. Net statistics

a. *Net view* The net view command will list all of the shares on the computer within the Command Prompt. net use enables you to map network drives to remote shares. net share allows you to create shares within the Command Prompt. net statistics displays information about the server or workstation services.

CAT: Printers *Tony's printer is printing all blank pages. What is the cause of this?* a. No power to the transfer corona. b. Dirty primary corona. c. Toner cartridge needs to be replaced. d. Printer is not plugged into the USB port.

a. *No power to the transfer corona.* If the transfer corona wire is not getting power, the paper will not get the positive voltage needed to attract the toner and the pages will come out of the printer with nothing on them. If the primary corona wire is dirty, you might see lines or smearing in the text. This could indicate that the toner cartridge needs to be replaced. If the printer is not plugged into the USB port, it shouldn't output any pages because the print job will never reach the printer. A message should display on the Windows screen concerning this as well.

CAT: Operational Procedures and Communications Methods *You have been contacted by a client. You arrive at her location and find that she is unable to work on her computer due to a malfunction. You need to find out what has happened. What should you do first?* a. Walk in and tell the user you will handle it from here. b. Learn as much as possible when speaking to the client. c. Tell the client you will have to run some tests. d. Look to see whether anything has come unplugged

b. *Learn as much as possible when speaking to the client.* You should always gather as much information as possible before you start working on the client's computer. You should also document the details so that in the future you have this information readily available.

CAT: Using and Managing Windows *Which utility enables auditing at the local level?* a. Group Policy b. Local Security Policy c. Active Directory Policy d. Site Policy

b. *Local Security Policy* Of all the answers, the only one that deals with the local level is Local Security Settings. All the others require at least one domain controller on the network. The A+ exam does not test you on your knowledge of domain controllers and their security policies, but you should know some of the terms in order to compare them to security options on the local computer. The Local Security Policy can be accessed from Start > All Programs > Administrative Tools.

CAT: Operational Procedures and Communications Methods *What should you not do when moving servers and server racks?* a. Remove jewelry b. Move a 70-pound wire rack by yourself c. Disconnect power to the servers before moving them d. Bend at the knees and lift with your legs

b. *Move a 70-pound wire rack by yourself* Don't attempt to move heavy objects by yourself. Ask someone to help you. Removing jewelry, disconnecting power, and bending at the knees and lifting with the legs are all good safety measures.

CAT: Motherboards and Processors *To which type of expansion slot would you install an x16 card?* a. PCI b. PCIe c. AGP d. PCI-X

b. *PCIe* PCI Express (PCIe) slots accept x1, x4, and x16 cards (pronounced "by sixteen"). PCIe is by far the most common expansion slot for video cards (which are usually x16). PCI is an older expansion bus that can accept video cards but, unlike PCIe, they have no particular designation. AGP works with video cards, but the cards are normally numbered as 1x, 2x, 4x, and 8x (pronounced "eight x"). PCI-X is used mostly in servers, for example, with network adapters.

*What is the bus architecture used in laptop computers?* a. PCI b. PCMCIA c. EISA d. ISA exam-u.com

b. *PCMCIA* The bus architecture used in laptop computers is called PCMCIA (Personal Computer Memory Card Industry Association). The other three choices are bus architecture available to desktop computer. exam-u.com

*What chip type was the original Pentium processor packaged in?* a. SEC b. PGA c. DIP d. Socket5

b. *PGA* The original Pentium processor was packaged in the pin grid array (PGA) chip type, which fits into either Socket 5 or Socket 7. Socket 5 and Socket 7 are incorrect choices because they are not chip types; they are the names of sockets. Duel inline package (DIP) is an older type of packaging for processor chips, and SEC is the chip packaging used with Pentium II processor.

CAT: Networking *What protocols are used to read e-mail? (Choose two.)* a. SMTP b. POP3 c. IMAP d. UDP

b. *POP3* c. *IMAP* POP3 and IMAP are used to read mail that is on a mail server.

CAT: BIOS *When you start your computer, it performs an important test. What is this test known as?* a. CPU processing b. POST c. A CMOS test d. Hard drive test

b. *POST* Every time you start from power-down (aka cold boot), your computer goes through a test known as POST or power-on-self test. If the BIOS finds any errors with the system, it notifies you by error messages known as beep codes.

CAT: Motherboards and Processors *What part of the computer checks all your components during boot?* a. CMOS b. POST c. BIOS d. EEPROM

b. *POST* The POST (Power-On Self-Test) is part of the Basic Input Output System (BIOS). It runs a self-check of the computer system during boot and stores many of the parameters of the components within the CMOS. EEPROM is a type of ROM chip on which the BIOS might reside. BIOS is known as firmware.

CAT: Networking *Which type of cable has only two twisted pairs?* a. UTP b. POTS line c. Fiber d. Coaxial

b. *POTS line* The plain-old telephone service (POTS) line has two twisted pairs of copper wire, for a total of four wires. It is used for telephone landlines. Unshielded twisted pair (UTP) has four pairs, eight wires total. Fiber-optic cable has a single glass or plastic core that sends light. Coaxial has a single core of copper.

CAT: Printers *Which of these items are considered to be dot-matrix printer consumables? (Select two.)* a. Drive motor b. Paper c. Flywheel d. Ribbon

b. *Paper* d. *Ribbon* Both paper and ribbons are considered dot-matrix printer consumables.

*If memory data is corrupted, what type of error is created?* a. File access error b. Parity error c. Disk error d. DRAM error

b. *Parity error* You'll receive a parity error if there are any problems with data stored in memory.

CAT: Troubleshooting and Maintaining Windows *After installing a new hard drive on a Windows computer, Len tries to format the drive. Windows does not show the format option in Disk Management. What did Len forget to do first?* a. Run CHKDSK b. Partition the drive c. Defragment the drive d. Copy system files

b. *Partition the drive* You must partition the drive before formatting. Copying files can be done only after formatting is complete. CHKDSK has little value on an unformatted drive as it checks files for errors and integrity. Something else not mentioned here is that a second drive would have to be initialized in Windows before use.

CAT: Security *Which of the following is a common local security policy?* a. Use of RAID b. Password length c. Router passwords d. Use of a password to log in

b. *Password length* Common local security policies include password length, duration, and complexity. Just the use of a password doesn't constitute a password policy. An example of a password policy would be when an organization mandates that passwords be 15 characters in length with at least 1 capital letter, 1 number, and 1 special character.

CAT: Operational Procedures and Communications Methods *Before implementing a solution to a problem, which of the following should be done?* a. Determine what has changed b. Perform a system backup c. Test the solution d. Document the solution

b. *Perform a system backup* Most of the time you should perform a backup of data before making changes to a system or implementing a solution. It's not always necessary—for example, if a network cable was unplugged or a disc is stuck in the DVD-ROM drive. But if you need to make changes to the OS, you should perform a backup. It is part of step 1 of the six-step troubleshooting process: Identify the problem. Determining what has changed is also part of step 1. Testing the solution is part of step 5: Verify full system functionality. Documenting the solution is part of step 6: Document findings.

*Which statement best describes the purpose of math co-processor?* a. Performs all logic functions on behalf of the processor. b. Performs floating-point calculations on behalf of the processor c. Runs all applications, and a processor runs the operating system in a multitasking environment d. Allows for communication between devices

b. *Performs floating-point calculations on behalf of the processor* The math co-processor performs many of the complicated math operation on behalf of the CPU, and the CPU itself performs the logic functions.

CAT: Networking *Bluetooth technology enables computers to link into what sort of network?* a. Bluetooth area network (BAN) b. Personal area network (PAN) c. Local area network (LAN) d. Wide area network (WAN)

b. *Personal area network (PAN)* Bluetooth creates personal area networks.

CAT: Customized PCs and Multimedia Devices *To install a floppy drive as the A: drive, what must you do?* a. Attach the mini connector. b. Plug it into the end connector of the ribbon cable. c. Plug it into the middle connector on the ribbon cable. d. Attach the Molex connector.

b. *Plug it into the end connector of the ribbon cable.* Plug the floppy drive into the end of the ribbon cable to make it the A: drive.

CAT: Storage Devices *Which one of the following is fault tolerant, mirrors a hard drive, and allows for disk duplexing?* a. RAID 0 b. RAID 1 c. RAID 5 d. RAID 6

b. *RAID 1* RAID 1 is mirroring, but if you were to incorporate a separate hard disk controller for each drive, you would then have disk duplexing as well. RAID 1 is fault tolerant because a copy of all data goes to both disks in the mirror. RAID 0 is data striping and has no fault tolerant mechanism. RAID 5 and 6 are both types of striping with parity which are fault tolerant, but only RAID 1 offers disk mirroring with duplexing.

*A typical CAT 6 cable uses which connector?* a. RJ-11 b. RJ-45 c. Plenum d. PVC

b. *RJ-45* CAT 6 cables use an RJ-45 connector.

CAT: Networking *What type of connector connects a Category 5e cable to a network card?* a. BNC Barrel b. RJ-45 c. RJ-11 d. BNC

b. *RJ-45* RJ-45 connectors connect UTP cabling to the network card.

CAT: Networking *What port do you connect a network patch cable to on the PC?* a. USB b. RJ45 c. RJ11 d. Parallel

b. *RJ45* The RJ45 (Registered Jack) is the standard connector for network patch cables. RJ11 is for modem and other telephony connections. USB is for peripherals (such as a mouse or printer), and parallel is for printers and scanners, but it's not used nearly as much as USB is.

CAT: Networking *If a lot of data is flowing through a network card, what should the activity light look like?* a. Unlit b. Rapid, erratic flashing c. Solid green d. Solid yellow

b. *Rapid, erratic flashing* When data is flowing through the activity light, it should blink or flash rapidly, in an erratic fashion. You see solid green (1000 Mbps or 100 Mbps) or yellow (10 Mbps) on the link light (if there is a separate link light). If it is unlit, the cable is not connected properly or the device is malfunctioning.

CAT: Installing and Upgrading Windows *During an installation of Windows 7, you are given an opportunity to load alternative third-party drivers. Which device are you most likely loading drivers for?* a. CD-ROM b. SCSI drive c. USB mouse d. BIOS

b. *SCSI drive* The SCSI hard drive is the most likely answer. SCSI hard drives and RAID controllers will need special drivers during the installation process of Windows if they are not recognized automatically. In Windows XP you have to press F6 during the text portion of the installation, but in Windows 7/Vista you just click the option for loading third-party drivers. Optical drives and USB devices do not require third-party drivers. The BIOS doesn't use a driver; it is firmware.

CAT: RAM *Which type of memory was the first to run in sync with the memory bus?* a. DDR2 b. SDRAM c. SRAM d. Rambus

b. *SDRAM* SDRAM was the first memory type that was in sync with the motherboard's memory bus.

CAT: Networking *Which of the following protocols can be used to configure and monitor network printer device status?* a. SMTP b. SNMP c. TCP/IP d. IPP e. DNS

b. *SNMP* The Simple Network Management Protocol (SNMP) can be used to monitor remote computers and printers. This requires the installation of SNMP on the appropriate hosts. SMTP is the Simple Mail Transfer Protocol, which deals with the sending of e-mail. TCP/IP is the entire suite of protocols that we use when we connect to an IP network. IPP is the Internet Printing Protocol, which allows hosts to print documents to a remote printer without the need for UNC paths. DNS is the Domain Name System, which resolves domain names to their corresponding IP addresses.

CAT: RAM *Which type of memory chip is much bulkier and more expensive than DRAM?* a. SDRAM b. SRAM c. DRAM d. DDR

b. *SRAM* SRAM or static RAM is bulkier and more expensive than DRAM. It does not require electricity as often as DRAM.

CAT: Security *Which the following can be disabled to help prevent access to a wireless network?* a. MAC filtering b. SSID broadcast c. WPA2 passphrase d. WPA key

b. *SSID broadcast* To aid in preventing access to a wireless network, disable the SSID. But only do this when all computers have been connected. If more computers need to be connected later, they will have to connect manually or the SSID will have to be reenabled. While this is an okay security method, it won't keep smart attackers out of your network. MAC filtering and WPA2 encryption will do a much better job at that than disabling the SSID.

CAT: Security *Which protocol encrypts transactions through a website?* a. HTTP b. SSL c. Putty d. Kerberos

b. *SSL* Secure Sockets Layer (SSL) and the newer Transport Layer Security (TLS) encrypt the transactions through the website. These SSL certificates are often accompanied by the protocol HTTPS. HTTP by itself is not secure. Putty is a tool used for secure text-based connections to hosts and does not involve the website. Kerberos is the protocol used on a domain to encrypt passwords.

CAT: Networking *Which types of cable can protect from electromagnetic interference (EMI)? (Select the two best answers.)* a. UTP b. STP c. Fiber Optic d. Cat 6

b. *STP* c. *Fiber Optic* Shielded twisted pair (STP) and fiber optic can protect from EMI. However, unshielded twisted pair (UTP) cannot. Unless otherwise mentioned, Category 6 cable is UTP. STP is shielded twisted-pair. Unlike UTP (unshielded twisted-pair), it provides an aluminum shield that protects from EMI. UTP and coaxial have no such protection. Fiber optic uses a different medium altogether, transmitting light rather than electricity; therefore, EMI cannot affect fiber-optic cables.

CAT: Video Displays and Video Cards *What standard to most current monitor follow?* a. VGA b. SVGA c. CGA d. FLAT exam-u.com

b. *SVGA* Super Video Graphics Array (SVGA) is the current graphic standard that monitors follow. exam-u.com

*What type of port uses a three-row DB-15 connector?* a. Serial b. SVGA c. Parallel d. Game

b. *SVGA* VGA and SVGA use HD DB-15 connectors that have three rows of five pins.

CAT: Using and Managing Windows *Which Windows utility is used to prepare a disk image for duplication across the network?* a. XCOPY b. SYSPREP c. Ghost d. Image Clone

b. *SYSPREP* SYSPREP is one of the utilities built in to Windows for image deployment over the network. Ghost and Image Clone are third-party offerings. XCOPY copies entire directories (in the same physical order, too) but not from one system to another. SYSPREP preps the system to be moved as an image file.

CAT: Troubleshooting and Maintaining Windows *A computer cannot boot normally but can boot in Safe Mode. Which of the following startup option will enable you to download needed updates to get the computer working properly again?* a. Safe Mode b. Safe Mode with Networking c. Recovery Console d. WinRE

b. *Safe Mode with Networking* Safe Mode with Networking loads a limited group of features, like Safe Mode does, but it also loads networking services. Use this option when you need to connect to a network or to the Internet to download updates or for other purposes.

CAT: Troubleshooting and Maintaining Windows *You are working as a desktop technician for your company. You have been asked to create a way to protect all users' documents in case they are deleted. Which of the following should you do?* a. Create system restore points on a computers. b. Schedule backups. c. Save all data to a removable drive. d. Send all documents to a remote location.

b. *Schedule backups.* You should always have some sort of backup schedule for your user documents to prevent permanent loss of their data. The backup tools in Windows XP, Vista, and 7 can all be scheduled to run at a specified time.

CAT: Printers *A vertical line on every page of a printout from a laser printer indicates what?* a. Fleck of toner b. Scratch on the print drum c. Light leakage d. Fingerprint

b. *Scratch on the print drum* A scratch on the print drum can cause a vertical line to appear in the printout.

*You are worried that some of your advanced computer users on the network will start changing the settings within CMOS. What is the best thing you can do to protect these settings?* a. Set a power-on password. b. Set an administrator password. c. Set a Windows log-on password. d. Ask the advanced users not to change any CMOS settings.

b. *Set an administrator password.* An administrator password is a password that must be provided to enter the CMOS setup program and change the settings. Choice A is not the right answer because you might not want to set up a password for when the computer turns on but only if a user tries to enter the CMOS setup program.

*While manning the help desk, you get a call from Sharon in accounting. She's lost a file that she knows she saved to her hard drive. Which of the following statements would direct Sharon in the most efficient and professional manner to open her Documents folder?* a. Sharon, check My Documents. b. Sharon, a lot of programs save files to a default folder, often to a folder called My Documents. Let's look there first. Click the Start button and move the mouse until the cursor hovers over My Documents. Then press the left mouse button and tell me what you see when My Documents opens. c. Probably just defaulted to My Docs. Why don't you open Excel or whatever program you used to make the file, and then open a document and point it to My Documents? d. Look Sharon, I know you're clueless when it comes to computers, but how could somebody lose a file? Just open up My Documents, and look there for the file.

b. *Sharon, a lot of programs save files to a default folder, often to a folder called My Documents. Let's look there first. Click the Start button and move the mouse until the cursor hovers over My Documents. Then press the left mouse button and tell me what you see when My Documents opens.* Walking customers through the path to fix by using simple, nontechnical words is the best way to accomplish tasks over the phone.

CAT: Security *Which of the following are types of social engineering? (Select the two best answers.)* a. Malware b. Shoulder surfing c. Tailgating d. Rootkits

b. *Shoulder surfing* c. *Tailgating* Shoulder surfing and tailgating are both types of social engineering. A shoulder surfer is someone who attempts to view information on a person's desk or display without the person's knowledge. Tailgating is when a person attempts to gain access to a secure area by following closely on the heels of another employee, usually without his knowledge. A rootkit is a program that is designed to gain administrator level access to a computer. It is a type of malicious software abbreviated as malware.

CAT: Networking *Which of the following can send data the farthest?* a. Multi-mode fiber b. Single-mode fiber c. STP d. Coaxial

b. *Single-mode fiber* Single-mode fiber-optic cable can send data farther than any of the other answers—up to hundreds of kilometers. Multi-mode fiber-optic cable can send data about 600 meters. STP is a type of twisted pair; all twisted pair is limited to 100 meters or 328 feet. Coaxial cable is limited to 200 or 500 meters, depending on the type.

*Henry bought a new card for capturing television on his computer. When he finished going through the packaging, though, he found no driver disc, only an application disc for setting up the TV capture software. After installing the card and software, it all works flawlessly. What's the most likely explanation?* a. The device doesn't need BIOS, so there's no need for a driver disc. b. The device has option ROM that loads BIOS, so there's no need for a driver disc. c. Windows support TV capture cards out of the box, so there's no need for a driver disc. d. The manufacturer made a mistake and didn't include everything needed to set up the device.

b. *The device has option ROM that loads BIOS, so there's no need for a driver disc.* Most likely the device has an option ROM, because it works.

CAT: Storage Devices *Adam wants to create a new simple volume in some unallocated space on his hard drive in his Windows XP machine, but when he right-clicks the space in Disk Management he sees only an option to create a new partition. What is the problem?* a. The drive has developed bad sectors. b. The drive is a basic disk and not a dynamic disk. c. The drive has less than 32 GB of unallocated space. d. The drive is jumpered as a slave.

b. *The drive is a basic disk and not a dynamic disk.* The drive is a basic disk and not a dynamic disk. Partitions are created on basic disks, while volumes are created on dynamic disks.

*When connecting a floppy drive to the system, which end of the ribbon cable connects to the floppy drive?* a. The end with the red strip b. The end with a twist c. The end with a blue stripe d. The end without a twist

b. *The end with a twist* The floppy ribbon cable has one end that is twisted; that twisted end must be connected to the floppy drive.

*Which of the following statements about the expansion bus is true?* a. The expansion bus runs at the speed of the system clock. b. The expansion bus crystal sets the speed for the expansion bus. c. The CPU communicates with RAM via the expansion bus. d. The frontside bus is another name for the expansion bus.

b. *The expansion bus crystal sets the speed for the expansion bus.* A separate expansion bus crystal enables the expansion bus to run at a different speed than the frontside bus.

*A PC's power supply provides DC power in what standard configuration?* a. Two primary voltage rails, 12 volts and 5 volts, and an auxiliary 3.3 volt connector. b. Three primary voltage rails, one each for 12-volt, 5-volt, and 3.3-volt connector. c. One primary DC voltage rail for 12-volt, 5-volt, and 3.3-volt connectors. d. One voltage rail with a 12-volt connector for the motherboard, a second voltage rail with a 12-volt connector for the CPU, and a third voltage rail for the 5-volt and 3.3-volt connectors.

b. *Three primary voltage rails, one each for 12-volt, 5-volt, and 3.3-volt connector.* The standard PC power supply configuration has three primary voltage rails, one each for 12-volts, 5-volt, and 3.3-volt connectors.

CAT: Troubleshooting and Maintaining Windows *What is the purpose of a swap file?* a. To prepare files to be copied to other disks b. To act as additional memory for the system c. To act as an extension to the hard drive d. To prepare files that are saved to disk

b. *To act as additional memory for the system* The Windows swap file acts as additional memory, or virtual memory, for the OS.

CAT: Troubleshooting and Maintaining Windows *A customer is trying to use a laptop with a video projector and cannot get the projector to display the computer screen. Which of the following should you attempt first?* a. Replace the video cable to the projector b. Toggle the function key for the display c. Put a new bulb in the projector d. Check the power to the projector

b. *Toggle the function key for the display* Try pressing the video toggle button or combination key on the laptop's keyboard first. If that doesn't work, check all cables and power. Finally, you might try changing the bulb in the projector, though you can usually tell if the bulb is working by accessing the menu buttons on the projector.

CAT: Technician Essentials and PC Anatomy 101 *Although not used as often as a Phillips screwdriver, this tool is sometimes used to remove screws from the outside of a computer case or from within a laptop.* a. Monkey wrench b. Torx wrench c. Channel lock d. Pliers

b. *Torx wrench* The Torx wrench is a special tool used to remove screws from the outside of a case; often, proprietary computer manufacturers will use these screws. It can also be used to remove screws (albeit smaller ones) from a laptop. The standard is the size T-10 Torx wrench. But you might also use a T-8 and even a T-6 on laptops.

CAT: Networking *You need to find out which router within the nine steps between you and another computer has failed. Which tool should you use?* a. Ping b. Tracert c. Ipconfig d. Net

b. *Tracert* Use the tracert (traceroute) command. This will identify all the routers along the way between you and the final destination. You will know if one has failed because the trace will either stop working or you will see asterisks instead of ping times. A similar option to this is the command pathping. Ping by itself only tests the final destination; it doesn't show anything in-between. ipconfig displays the configurations for each network adapter. The net command has many uses—for example, net stop spooler, which stops the print spooler service.

CAT: Networking *What is the meaning of full duplex?* a. Transmitting and receiving data b. Transmitting and receiving data simultaneously c. Transmitting data only d. Receiving data only

b. *Transmitting and receiving data simultaneously* Full duplex means that a network interface card (NIC) can transmit and receive data at the same time. A 100 Mbps network running in full-duplex mode can transfer 200 Mbps, but this is because transmitting and receiving have been combined, not because speed has been increased. A NIC that can transmit or receive data, but not at the same time, is transmitting in half-duplex mode.

CAT: Networking *Which of the following technologies offers wireless 4G connection speeds up to 50km away from a city's transmitting station?* a. Fiber optic b. WiMAX c. Cable Internet d. WLAN

b. *WiMAX* WiMAX can send information over much larger distances than WLAN standards, up to 50 kilometers. It offers high-speed connections in the 4G range. Fiber-optic is a type of wired connection that uses glass or plastic fibers to transmit data over light. Cable Internet is a copper-based wired technology. WLAN stands for wireless local area network and refers to the 802.11 standards such as a, b, g and n.

CAT: Networking *Which of the following Internet services are wireless? (Select the three best answers.)* a. Cable Internet b. WiMAX c. Satellite d. DSL e. Cellular f. FIOS

b. *WiMAX* c. *Satellite* e. *Cellular* WiMAX, satellite, and cellular are examples of wireless Internet services. Cable Internet, DSL, and FIOS all use wired connections.

CAT: Troubleshooting and Maintaining Windows *What does Microsoft call the 32- or 64-bit installation environment in Windows 7?* a. WinEE b. WinPE c. WinRE d. Recovery Console

b. *WinPE* Microsoft calls the 32- or 64-bit installation environment in Windows 7 the Windows Preinstallation Environment or WinPE.

CAT: Using and Managing Windows *In Windows Vista, which of the following commands should be used to verify that a previous system shutdown was completed successfully?* a. ipconfig b. chkntfs c. chkdsk d. sfc

b. *chkntfs* Chkntfs can check to see if a previous system shutdown completed successfully. Generally, you would check this on the system drive (for example, C:). If the drive is okay and the system did complete the shut down successfully, you'll get a message such as "C: is not dirty." Otherwise, you will get a message telling of the error. Chkdsk checks the integrity of the disk. Ipconfig displays the configuration of your network adapters. SFC scans the integrity of all protected system files and can replace them with the correct versions if necessary.

CAT: Using and Managing Windows *Which of the following commands is used to display hidden files?* a. dir /o b. dir /a c. dir /d d. dir /?

b. *dir /a* dir /a can be used to display hidden files. Specifically, dir /ah can be used to show hidden files only. dir /o deals with various sort orders of files—for example, alphabetical. dir /d sorts files by column in wide format. dir /? displays the help file for the dir command.

CAT: Customized PCs and Multimedia Devices *You are required to rip the contents of a CD to a compressed file format that can be read easily on PCs, Linux computers, or Macs. Which format should you select?* a. .AAC b. .WMA c. .MP3 d. .MOV

c. *.MP3* The MPEG Audio Layer III (.MP3) works best when dealing with multiple platforms. Advanced Audio Codec (.AAC) is used more commonly on Apple computers and devices and gaming consoles. Windows Media Audio (.WMA) is a Microsoft format developed especially for the Windows Media Player. .MOV is a QuickTime file format meant to be used with movies and other video.

CAT: Using and Managing Windows *Which switch of the Robocopy command will copy subdirectories but skip empty ones?* a. /E b. /B c. /S d. /DCOPY:T

c. */S* /S will copy subdirectories but will skip any empty ones. /E copies all subdirectories, including empty ones. /B copies files in backup mode. /DCOPY:T also copies timestamps of files and folders.

CAT: Installing and Upgrading Windows *What switch on the Windows setup program allows you to pass a file that contains unique settings per computer?* a. /u b. /upgradeonly c. /udf d. /a

c. */udf* The /udf:<id>,<file> switch allows you to provide unique information on a per-computer basis.

CAT: Installing and Upgrading Windows *What is the minimum amount of RAM needed to install Windows 7? (Select the two best answers.)* a. 256 MB b. 512 MB c. 1 GB d. 2 GB

c. *1 GB* d. *2 GB* Windows 7 32-bit requires 1 GB of RAM. Windows 7 64-bit requires 2 GB of RAM. The 32-bit version can run on a 32-bit or 64-bit CPU. The 64-bit version runs on a 64-bit CPU only.

CAT: Networking *If your "bandwidth" is 1000 Mbps, how many bits are you sending/receiving? (Select the two best answers.)* a. 100,000,000 bits per minute b. 1000 bits per second c. 1,000,000,000 bits per second d. 1 gigabit per second

c. *1,000,000,000 bits per second* d. *1 gigabit per second* 1000 Mbps is 1000 megabits per second, otherwise notated as 1,000,000,000 bits per second, or 1 gigabit per second.

CAT: Motherboards and Processors *You would normally plug speakers into what type of port?* a. Parallel b. DVI c. 1/8-inch TRS d. 1/4-inch TRS

c. *1/8-inch TRS* 1/8" TRS jacks (also known as mini-jacks) are the most common for speaker connections. Speakers normally plug into a sound card or motherboard. Parallel ports are older connectors normally used for printers or scanners. DVI (Digital Visual Interface) is a type of video port. The larger 1/4" TRS connections are for instrument cables or full-size stereo connections.

CAT: RAM *How much data can DDR3-1333 transfer per second?* a. 6,4000 MBps b. 8,533 MBps c. 10,667 MBps d. 12,800 MBps

c. *10,667 MBps* DDR-1333 is the DDR3 standard that allows for up to 10,667 MBps data transfer rates. DDR3-800 can transfer 6,400 MBps. DDR3-1066 can transfer 8,533 MBps. DDR3-1600 can transfer 12,800 MBps.

CAT: I/O and Input Ports and Devices *Which of the following best describes a hub?* a. Inspects traffic and accepts or declines transmission b. Determines the best route to transmit data c. Broadcasts data to all network devices d. Broadcasts data to specific network devices

c. *Broadcasts data to all network devices* A hub broadcasts data to all network devices connected to it. Because of this inefficient method, switches are preferred. Switches send information to specific network devices based on their MAC addresses. A firewall will inspect traffic and allow or deny it access to the network. Intrusion detection systems (IDSs) and intrusion prevention systems (IPSs) can also do this, but in a more intelligent manner. A router will determine the best route for data.

CAT: Networking *Which topology must be terminated at both ends to prevent signal bounce?* a. Ring b. Star c. Bus d. Coaxial

c. *Bus* A bus topology must have all loose ends terminated to prevent signal bounce.

CAT: Using and Managing Windows *You are working on a computer using Windows XP. You need to back up the current user's pictures. Which of the following locations is the most likely location for the user's My Picture folder?* a. C:\Users\ b. C:\Program Files (x86) c. C:\Documents and Settings\Username\My Documents d. Homegroup

c. *C:\Documents and Settings\Username\My Documents* Folders such as My Pictures are stored under the My Documents folder in Windows XP. Later versions of Windows place documents, pictures, and music folders at the same level.

CAT: Using and Managing Windows *Which of the following is the correct path for a file named yoda.txt on the C: drive in a directory called Jedi that's in a directory called Rebels that's in the root directory?* a. C:\Root\Jedi\yoda.txt b. C:\Jedi\Rebels\yoda.txt c. C:\Rebels\Jedi\yoda.txt d. C:\Root\Rebels\Jedi\yoda.txt

c. *C:\Rebels\Jedi\yoda.txt* You'll find the yoda.txt file in the C:\Rebels\Jedi\ folder.

CAT: Using and Managing Windows *In Windows 7, which path would a user with the account name Charlie go to in order to view his pictures?* a. C:\Documents and Settings\Charlie\ Pictures b. C:\Users\Charlie\Libraries\My Pictures c. C:\Users\Charlie\My Pictures d. C:\ Documents and Settings\Charlie\My Documents\My Pictures

c. *C:\Users\Charlie\My Pictures* The path C:\Users\Charlie\My Pictures is where the pictures would be stored. Documents and Settings was used by Windows XP, but as of Vista was redirected (via a junction) to the Users folder. It is possible to access Libraries in Windows 7, but it is a bit easier than the answer listed. Go to Windows Explorer, and then go to Libraries > Pictures > My Pictures.

CAT: Motherboards and Processors *The system cannot retain correct date and time information. Which of the following should you replace first?* a. Video card b. RAM c. CMOS battery d. Motherboard

c. *CMOS battery* A bad CMOS battery will prevent the system from retaining date and time information. Replace the motherboard only if replacing the battery doesn't solve the problem with date and time or other CMOS settings.

*Which port is typically used for a modem?* a. USB b. LPT1 c. COM1 d. LPT2

c. *COM1* COM1 is a serial port that is typically used for modems or serial mice. LPT ports are parallel ports that are generally used to connect printers.

CAT: Operational Procedures and Communications Methods *You have been asked to load a copy of the company's purchased software on a personal computer. What should you do first?* a. Verify that the install is allowed under the company's licensing agreements. b. Notify the company's owner of the breach. c. Advise the individual that downloading unlicensed software is illegal. d. Leave the premises and call local law enforcement.

a. *Verify that the install is allowed under the company's licensing agreements.* You should first verify that the installation is allowed under a company's licensing agreement. It probably isn't, but you should check first. Most organizations will not allow purchased software to be installed on an employee's home computer. If it is against organization policy, then you should notify your supervisor.

CAT: Networking *Which device enables you to extend the capabilities of a wireless network?* a. WAP b. WEP c. WPA d. WPA2

a. *WAP* A wireless access point (WAP) enables you to extend the capabilities of a wireless network.

CAT: Security *What are the three standards for encryption of wireless networks?* a. WEP b. WPA c. WAP d. WPA2

a. *WEP* b. *WPA* d. *WPA2* The three standards are WEP, WPA, and WPA2. All are used to encrypt data on wireless networks.

CAT: Networking *Which of the following is not a technology used to secure wireless networks?* a. WPS b. WEP c. WPA d. 802.11i

a. *WPS* WPS is not a technology used for wireless security.

CAT: Printers *A laser printer maintenance kit should be installed under which of the following circumstances? (Choose all that apply.)* a. When a Perform Maintenance message is displayed b. After every third toner cartridge replacement c. When the fuser stops working d. After 100,000 pages

a. *When a Perform Maintenance message is displayed* c. *When the fuser stops working* Some laser printers display a message indicating that maintenance needs to be performed. If the maintenance kit includes a fuser assembly, you can install the kit and replace other cartridges before a maintenance kit is necessary, and the page count varies by printer models.

CAT: Installing and Upgrading Windows *What is Windows 7's recovery environment known as? (Select the two best answers.)* a. WinRE b. Recovery Console c. Advanced Boot Options d. System Recovery Options

a. *WinRE* d. *System Recovery Options* The Windows 7 (and Vista) recovery environment (WinRE) is also known as System Recovery Options. From here you can restore the system, fix file errors, and work in an unprotected Command Prompt. The Recovery Console is the predecessor of WinRE, available in Windows XP. Advanced Boot Options is the menu that can be accessed by pressing F8, which is available in 7/Vista/XP. It is also referred to as ABOM.

CAT: Installing and Upgrading Windows *Which of the following are Microsoft operating systems? (Select all correct answers.)* a. Windows XP b. iOS c. Vista d. Android e. Linux f. Windows 7

a. *Windows XP* c. *Vista* f. *Windows 7* Windows XP, Windows Vista, and Windows 7 are all Microsoft operating systems that you should know for the exam. iOS is the operating system Apple uses on its mobile devices. Android is the competitor of iOS and is an open-source operating system used on many other manufacturers' mobile devices. Android is developed from Linux. The original Linux was made for PCs with the goal of being a freely accessible, open-source platform. Okay, that was an easy one...moving on!

CAT: Installing and Upgrading Windows *Which file is the boot loader in Windows 7/Vista?* a. Winload.exe b. BCD c. Setup.exe d. Ntoskrnl.exe

a. *Winload.exe* Winload.exe is the Windows boot loader program for Windows 7 and Vista. It works in conjunction with the Bootmgr file (Windows Boot Manager) to take the place of ntldr. Bootmgr is the first file to load in Windows 7/Vista. It reads the BCD and displays an OS menu (if there is more than one OS). The BCD is the Boot Configuration Data store; it is the successor to boot.ini. Setup.exe is the default name of the file that starts installations of Windows and many other programs. Ntoskrnl.exe is the main system file of Windows—without it, the system would crash and the file would have to be replaced or repaired.

CAT: Customized PCs and Multimedia Devices *A CD-RW has a speed rating of 12x10x32x. What do the three numbers refer to, in order?* a. Write, rewrite, read b. Read, write, rewrite c. Rewrite, read, write d. Write, read, rewrite

a. *Write, rewrite, read* The three speeds listed for CD-RW drives stand for write, rewrite, and read.

CAT: Using and Managing Windows *You need to copy files from one folder to another folder on the same computer. Which of the following command-line utilities will enable you to do this with a single command?* a. XCOPY b. Drag and drop c. COPY d. DSKPART

a. *XCOPY* Thee XCOPY command copies folders and files and is run from the command line.

CAT: Using and Managing Windows *You are tasked with copying the entire Users folder and subfolders to a new computer. Which command should you use?* a. Xcopy b. Edit c. Copy d. Move

a. *Xcopy* Use Xcopy. This is designed to copy entire folders (and all of their subfolders) to a new location. Another option is Robocopy, the successor to Xcopy. Edit is a program in the Command Prompt that allows you to create and modify text files; not all versions of Windows offer this—for example, Windows 7 Ultimate 64-bit. Copy is the original command for copying data from one location to another, but it is not as well-suited to copying large amounts of data as Xcopy or Robocopy are. The move command does just that; it is the equivalent of the cut in cut-and-paste operations.

CAT: Using and Managing Windows *You are moving several of Bob's files from a directory to another directory on the same partition. What message should you receive when you encounter an encrypted file?* a. You should not receive a message; the file will just be moved. b. You should get an Access Denied message. c. You should get a message stating that you could not read the file, and that it may be corrupted. d. You should get a message stating that the file cannot be moved because it is encrypted.

a. *You should not receive a message; the file will just be moved.* As long as the move is within one partition, the files will just be moved. If the directories are on different drives, you would receive an Access Denied message.

CAT: Troubleshooting and Maintaining Windows *You installed Windows XP in the default location, C:\windows. What will be the effect of deleting your boot.ini file?* a. Your system will boot as normal but will not display a boot menu. b. Your system will not boot and will display a missing boot.ini error message. c. Your system will not boot and will display a missing ntoskrnl32.exe error message. d. Your system will not boot and will display a missing ntdetect.com error message.

a. *Your system will boot as normal but will not display a boot menu.* Your system will boot as normal; when boot.ini is missing, Windows attempts to boot from the default installation location.

CAT: Using and Managing Windows *In Windows 7, which of the following folders might be stored in a hidden partition by default?* a. \Boot b. \Windows c. \Documents and Settings d. \Bootmgr

a. *\Boot* The \Boot folder can be located in a hidden partition (100 MB in size), by default, which is separate from the C drive. The Windows folder is where the operating system is installed to; it is also known by the variable %systemroot% or %WINDIR% and is located in the C: drive by default. \Documents and Settings is also located in C: by default. Bootmgr is the Windows Boot Manager, which is the Windows loader program; it is a file, not a folder.

CAT: Networking *There is a shared folder named public on a computer named Server1. What is the syntax to connect to the shared resource via the UNC path?* a. \\server1\public b. \\server1\data c. \\data\server1 d. \server1\\data

a. *\\server1\public* To connect to a shared resource on the network use the UNC path. The proper syntax for a UNC path is \\servername\sharename.

CAT: Using and Managing Windows *What is the command to make myfile.txt read-only?* a. attrib +r myfile.txt b. attrib -r myfile.txt c. readonly myfile.txt d. myfile.txt /readonly

a. *attrib +r myfile.txt* The command attrib +r myfile.txt will make myfile.txt read-only.

CAT: Troubleshooting and Maintaining Windows *John's computer has an error that says bootmgr is corrupted. What tool can he use to fix this problem?* a. bcdedit b. chkdsk c. config.sys d. regedit

a. *bcdedit* The bcdedit program can fix a corrupted bootmgr.

CAT: Using and Managing Windows *What command do you type at the Run dialog box to access the command-line interface in Windows XP?* a. cmd b. conand c. msdos d. cp

a. *cmd* Use the cmd command in the Run dialog box to access a command line in Windows XP.

CAT: Using and Managing Windows *What is the command to quit the command-line interface?* a. exit b. bye c. quit d. stop

a. *exit* Type exit and press the ENTER key to bail out of a command-line interface in Windows.

CAT: Networking *Steven's Windows XP system can't connect to the Internet, and he comes to you, his PC tech, for help. You figure out that it's a DHCP problem. What program should you run to get him a new DHCP lease?* a. ipconfig b. ifconfig c. config d. dhcp /review

a. *ipconfig* You should run ipconfig to get a new DHCP lease for Steven's Windows XP system. ifconfig is the program used by Linux systems for this task. Neither config nor dhcp is valid.

CAT: Storage Devices *In a RAID 5 array of eight hard drives, how many can fail without losing the entire array?* a. 0 b. 1 c. 2 d. 5

b. *1* One hard drive can fail in a RAID 5 array, and the array will be able to rebuild that drive's data from the remaining drives. However, if a second drive fails, the array is toast. That is because the array requires the parity information from all the other disks. Now, if you had a RAID 6 array (which includes another parity stripe), you could lose as many as two disks and still continue to function.

*Which of the following are typical keystrokes used to enter the CMOS setup program while the system is booting?* *1. F1* *2. Ctrl+Alt+Delete* *3. Alt+F10* *4. Delete* a. 1, 3 b. 1, 4 c. 2, 3 d. 2, 4

b. *1, 4* Typical keystrokes used to enter CMOS while booting are F1 and Delete.

*How many pins does a standard IDE controller have?* a. 34 pins b. 40 pins c. 50 pins d. 20 pins exam-u.com

b. *40 pins* An IDE controller has 40 pins to allow a 40-wire ribbon cable to connect a hard disk or CD-ROM to the motherboard. A floppy controller uses 34 pins, and 50 pins are used by internal SCSI devices. exam-u.com

*How many wires can be found in an IDE ribbon cable for a hard disk?* a. 34 b. 40 c. 50 d. 66

b. *40* The hard disk is connected to the motherboard with a 40-wire ribbon cable. A 34-wire ribbon cable is used to connect floppy drives, and a 50-wire ribbon cable is used for internal SCSI devices.

CAT: Customized PCs and Multimedia Devices *At 12x speed, how much data can a Blu-ray drive read per second?* a. 50 GB b. 432 Mb/s c. 4.5 MB/s d. 150 KB/s

b. *432 Mb/s* 432 Mb/s is the answer at 12x speed. The default 1x speed of Blu-ray allows a data rate of 36 Mb/s (4.5 MB/s). 50 GB is the maximum storage capacity of a standard size dual layer Blu-ray disc. 150 KB/s is the 1x data rate of a CD-ROM drive.

CAT: Networking *The wireless protocol 802.11n has a maximum data transfer rate of what?* a. 11 Mbps b. 600 Mbps c. 480 Mbps d. 54 Mbps

b. *600 Mbps* 802.11n runs at a maximum of 600 Mbps. 802.11b runs at a maximum of 11 Mbps. USB 2.0 Hi-Speed runs at a maximum of 480 Mbps. 802.11g has a maximum data transfer rate (DTR) of 54 Mbps.

CAT: Motherboards and Processors *What operating CPU temperature is typical?* a. 60° Fahrenheit b. 60° Celsius c. 72° Fahrenheit d. 72° Celsius

b. *60° Celsius* 60° Celsius is a typical operating temperature for CPUs such as the Core i5 or Phenom II. The operating range may be above or below that. However, 72° Celsius becomes less typical. 60° Fahrenheit is equal to 15.5° Celsius. A processor will not run that cold (but it would be pretty efficient if it did!). 72° Fahrenheit is excellent room temperature and is what you should set the room temperature for computers to run at their best.

CAT: Installing and Upgrading Windows *What are the minimum RAM requirements for Windows XP?* a. 32MB b. 64MB c. 128MB d. 168MB

b. *64MB* Although 128MB of RAM is the recommended minimum, Windows XP needs at least 64MB of RAM.

CAT: Storage Devices *How many pins are inside a SATA data connector?* a. 15 b. 7 c. 24 d. 127

b. *7* The SATA data connector has 7 pins. The SATA power connector has 15 pins. ATX 12V 2.0 and higher power connections have 24 pins. 127 is the maximum amount of USB devices you can connect to the computer.

*How many bits make up the data path of 30-pin SIMM?* a. 12 b. 8 c. 32 d. 64

b. *8* A 30-pin SIMM has an 8-bit data path. 72-pin SIMMs have a 32-bit data path, and a DIMM has a 64-bit data path.

CAT: RAM *A computer has 1024 MB of RAM. It has 128 MB of shared video memory. How much RAM is available to the operating system?* a. 512 MB b. 896 MB c. 448 MB d. 1024 MB

b. *896 MB* The amount of shared video memory is subtracted from the total RAM. So, if a computer has 1024 MB RAM (1 GB) and the video controller is sharing 128 MB of that RAM, the remainder for the rest of the system is 896 MB. This is common with motherboards that have integrated video cards and laptops.

CAT: Networking *What is the local loopback IPv6 address?* a. 127.0.0.1 b. ::1 c. 192.168.0.0 d. FE80::/10

b. *::1* The IPv6 loopback address used for testing is ::1. This will determine if IPv6 is working correctly on the network card but will not generate network traffic. It exists on every computer that runs IPv6. 127.0.0.1 is the IPv4 loopback address. 192.168.0.0 is simply a private IP network number. FE80::/10 is the range of auto-assigned addresses in IPv6.

CAT: Technician Essentials and PC Anatomy 101 *When it comes to computer case form factors, which of the following provides the most room for effective cooling?* a. ATX b. BTX c. ITX d. microATX

b. *BTX* The BTX form factor provides the most room for effective cooling in a computer case. BTX was designed as a replacement for ATX; it was expected to help cool devices that used a lot of power and created a lot of heat. However, CPUs, RAM, and video cards have new designs that allow them to use less voltage and therefore create less heat, making BTX less necessary. Still, BTX combines a large cooling area with smart design and positioning of devices that allows for more cooling than is possible with ATX and its derivatives, or the various ITX versions.

CAT: Video Displays and Video Cards *Which video characteristic represents the variance between brightnesses supported by the display?* a. Resolution b. Contrast ratio c. Color support d. Refresh rate

b. *Contrast ratio* Contrast ratio, such as 3000:1, indicates the variance in brightness between bright colors and dark colors

CAT: Using and Managing Windows *Which of these commands makes a duplicate of a file?* a. Move b. Copy c. Dir d. Edit

b. *Copy* Copy is used to make a duplicate of the file in another location. Move enables you to take a file and shift it to another location. Dir gives you the contents of a specific folder. Edit enables you to create and edit text files.

CAT: Storage Devices *When accessing an NTFS shared resource, which of the following is required? (Select the two best answers.)* a. An active certificate b. Correct user permissions c. Local user access d. Correct share permissions

b. *Correct user permissions* d. *Correct share permissions* The share-level permissions must first be set to enable access to the user. Then the NTFS file-level "user" permissions must also be set; these take precedence over share-level, unless the share-level access is set to deny. Certificates are normally used in Internet or VPN sessions. Local user access is somewhat vague but doesn't apply here because when a user connects to a shared resource, that person does so over the network to a remote computer.

CAT: RAM *Which of the following statements is correct when comparing DDR3 memory to DDR2 memory?* a. DDR3 has the same pinouts ad DDR2. b. DDR3 and DDR2 both uses 240-pin connectors. c. DDR3 uses higher voltages than DDR2. d. All these options are correct.

b. *DDR3 and DDR2 both uses 240-pin connectors.* DDR3 and DDR2 both use 240-pin connectors is the only correct answer. While DDR3 and DDR2 both use 240-pin connectors, the connectors use different pinouts and are keyed differently to avoid installing DDR3 in a DDR2 slot or vice-versa. DDR3 uses lower voltage than DDR2. DDR

CAT: Networking *No matter how many ipconfig/release and ipconfig/renew commands you issue, the computer you are troubleshooting can only obtain an APIPA address. What has most likely failed?* a. DNS b. DHCP c. Network switch d. Patch panel

b. *DHCP* If the computer keeps obtaining an APIPA address (an IP address that starts with 169.254), then the DHCP server has most likely failed. Of course, you should check if the computer's patch cable is connected and that the network adapter has a link light. If so, then you can rule out the network switch and the patch panel. DNS resolves hostnames to IP address and isn't part of DHCP.

CAT: Customized PCs and Multimedia Devices *You need to store 4 GB of data to an optical disc (without using compression). Which of the following will meet your requirements? (Select the two best answers.)* a. CD-ROM b. DVD-RW c. CD-RW d. BD-R

b. *DVD-RW* d. *BD-R* A rewritable DVD-RW and a writeable Blu-ray (BD-R) meet the requirements. DVDs can store between 4.7 and 17 GB of data. Standard Blu-ray discs can store between 25 and 50 GB of data. No CD (without compression) can store more than 1 GB of data; typical CD storage is 750 MB.

CAT: Video Displays and Video Cards *Which of the following video types uses a packet transmission scheme similar to Ethernet?* a. HDMI b. DisplayPort c. VGA d. DVI

b. *DisplayPort* DisplayPort uses a packet transmission scheme similar to Ethernet or USB. It is the first of the listed answers to rely on this kind of transmission of video data. This allow the clock to be embedded in each packet instead of being transmitted as a separate clock signal as in VGA, HDMI, and DVI.

*Which of the following best describes VRAM?* a. Memory that has video instructions burned to it by the manufacturer and that cannot be changed. b. Duel-ported memory usually found on video accelerators card. c. Memory stored in the CPU and used for storing frequently used instructions. d. Memory that has video instructions burned to it by the manufacturer and that can be reprogrammed only by using special software.

b. *Duel-ported memory usually found on video accelerators card.* VRAM is duel-ported video RAM, meaning that the memory can be written to on one port and read from on another port that is usually found on video accelerator cards.

CAT: Video Displays and Video Cards *Which tool is used to analyze and diagnose a video card?* a. Device Manager b. DxDiag c. Services.msc d. USMT

b. *DxDiag* The DxDiag utility is used to analyze a video card and check if drivers are digitally signed. It can be accessed by going to Run and typing dxdiag. The Device Manager is used to install drivers for devices. Services.msc is the console window where you can start and stop and enable/disable services such as the Print Spooler. USMT stands for User State Migration Tool, a command-line tool used to migrate user files and settings from one or more computers.

CAT: Using and Managing Windows *Which of the following is not part of the Plug and Play procedure?* a. Resource Arbitrator b. Dynamic Reconfigurator c. Configuration Manager d. Bus Enumerator

b. *Dynamic Reconfigurator* The Dynamic Reconfigurator is not part of the Plug and Play procedure.

CAT: Security *Windows XP, Windows Vista, and Windows 7 come with which type of encryption technology?* a. NAT b. EFS c. User account d. WEP

b. *EFS* Windows 7, Vista, XP, and 2000 have a built-in encryption protocol called the Encrypting File System. Once applied, it can be accessed only by user who created it and the administrator or the EFS key holders.

CAT: Security *What type of attack involves the hacker using a packet sniffer and trying to view confidential information traveling over the network?* a. Password attack b. Eavesdrop attack c. Man-in-the-middle attack d. Social engineering attack

b. *Eavesdrop attack* An eavesdropping attack occurs when a hacker monitors network traffic to try to capture information that could be useful in another attack.

CAT: Troubleshooting and Maintaining Windows *Your manager's Windows computer locks up after the graphical user interface starts to load up. However, the computer will boot in Safe Mode. When you access the Event Viewer, you see an entry that states that a driver failed. Which of the following would help you further diagnose the problem?* a. Run sigverif. b. Enable Boot Logging. Then, in Safe Mode analyze the ntbtlog.txt file. c. Disable Driver Signature Enforcement. d. Access Debugging Mode.

b. *Enable Boot Logging. Then, in Safe Mode analyze the ntbtlog.txt file.* Boot Logging can be enabled from the Windows Advanced Boot Options Menu (ABOM); it is generally the fourth option. Once this is enabled, the system will automatically create a file called ntbtlog.txt. Afterwards, you can access the system by booting into Safe Mode, once again from the ABOM. Sigverif is a program that can be run in Windows that verifies whether drivers have been signed by Microsoft. Disabling Driver Signature Enforcement is another ABOM option; you might use this to help fix the issue, but not to diagnose the problem. Debugging Mode is another ABOM option, but in this scenario you don't necessarily need to debug the system, but rather repair the individual driver that failed to load up.

*You are installing Windows XP on a newer system with SATA drives, but the Windows setup program does not detect the drive. What should you do?* a. Replace the BIOS with a non-Plug and Play BIOS. b. Enable the AHCI IDE Compatibility option in CMOS. c. Install an IDE drive. d. Enable the AHCI RAID option in CMOS.

b. *Enable the AHCI IDE Compatibility option in CMOS.* The newer CMOS setup programs allow you to change the configuration so that the SATA is emulating an IDE interface. This can allow software that is not SATA aware to recognize the drive.

CAT: Storage Devices *Which of the following file systems is suited specifically for USB flash drives?* a. FAT32 b. FAT64 c. NTFS d. FAT16

b. *FAT64* FAT64 (also known as exFAT) is suited specifically for USB flash drives and many other mobile storage solutions. It is the successor to FAT32 and can format media that is larger than 32 GB with a single partition. Older file systems such as FAT32 and FAT16 are very limited as to the partition size. NTFS can be a good solution for USB flash drives, but exFAT was developed specifically for USB flash drives and is the better solution if you have an operating system that will support it, such as Windows 7, Windows Server 2008, and Windows Vista with SP1.

CAT: Using and Managing Windows *Which feature in Windows XP enables you to change to another user account without logging out of the current user account?* a. Change Accounts b. Fast User Switching c. User Account Control d. Users and Groups

b. *Fast User Switching* In Windows XP, Fast User Switching enables you to change to another user account without logging out of the current user account.

CAT: Technician Essentials and PC Anatomy 101 *What's an FRU?* a. Foreign replacement unit—a cheaper part to replace an expensive American-made part b. Field replacement unit—a known good computer part to swap with a suspect part as part of the troubleshooting process c. Free repair unit—a gimmick used by some companies to provide free tech support for the first-time customer d. Short for FRU Linux, a Linux distribution

b. *Field replacement unit—a known good computer part to swap with a suspect part as part of the troubleshooting process* A field replacement unit is a known good computer part.

CAT: Security *What permission allows a user to modify the permissions?* a. Read b. Full Control c. Modify d. Deny

b. *Full Control* The Full Control permission allows users to modify permissions on a file or folder.

CAT: Networking *You are installing a network interface card. You have been instructed to configure the network card to send and receive data at the same time. Which of the following settings will you need to configure the network card to complete what has been asked of you?* a. Half duplex b. Full duplex c. Super duplex mode d. Single duplex mode

b. *Full duplex* If the hardware in use on an Ethernet, Fast Ethernet, or Gigabit Ethernet network permits, you can configure the network to run in full-duplex mode. Full-duplex mode enables the adapter to send and receive data at the same time, which doubles network speed over the default half-duplex mode.

CAT: Video Displays and Video Cards *What is the processor on a video card called?* a. CPU b. GPU c. GDDR d. MPU

b. *GPU* You'll typically see video card processors referred to as GPUs.

CAT: Mobile Devices *What can a government use to determine your location at a specific time as long as you're using your mobile device?* a. Angry Birds b. Geotracking c. Google Earth d. Gyroscope

b. *Geotracking* Geotracking can locate you and your GPS-equipped mobile device.

CAT: Using and Managing Windows *Which of the following options are available when you right-click on a process in the Task Manager's Processes tab? (Select two.)* a. Start Service b. Go to Service(s) c. Go To Process d. Set Priority

b. *Go to Service(s)* d. *Set Priority* From the Processes tab, you can select a process and go to the service or set the priority.

*What connector was designed to connect your PC to a high-end television set?* a. DB-HD b. HDMI c. USB d. VGA

b. *HDMI* HDMI was designed to connect your PC to high-end television set.

CAT: Laptop and Notebook Computers *You would most likely find this type of display on a laptop.* a. CRT b. LCD c. OLED d. VGA

b. *LCD* The liquid crystal display (LCD) is the most common type on a laptop. You might also see LED-backlit LCDs. Cathode ray tubes (CRTs) were the predecessor to flat-panel monitors. They were rarely used in laptops and only way back in the 1980s. CRT monitors were more commonly used with PCs. Organic LED screens are not popular on laptops as of the writing of this book. VGA is not a type of display; it is a video standard that uses a 15-pin connector. It is the predecessor to today's standards such as DVI and HDMI.

CAT: Operational Procedures and Communications Methods *Which of the following can be defined as a chronological paper trail? (Select the best answer.)* a. First response b. Forensic analysis c. Chain of custody d. Documentation

c. *Chain of custody* The chain of custody is required to preserve evidence. It is the chronological documentation of evidence that verifies nontampering. First response is when you first encounter an issue and recognize whether it is a simple problem that needs troubleshooting, or something that needs to be escalated. If the problem needs to be escalated it could require forensic analysis by an expert. The chain of custody is a type of documentation.

CAT: BIOS *In recent systems, what common feature is used to help prevent excessive heat from damaging your computer?* a. Task Manager b. Power on password c. Chassis intrusion d. Drive Lock

c. *Chassis intrusion* The Hardware Monitor screen (sometimes referred to as PC Health) is a common feature in most recent systems. It helps you make sure that your computer's temperature and voltage conditions are at safe levels for your computer, and its sometimes also includes the Chassis intrusion feature.

CAT: Networking *Tracy cannot connect to the network. She asks you to help. What should you do first?* a. Replace the NIC b. Reconfigure TCP/IP c. Check for a link light on the NIC d. Install the latest NIC drivers

c. *Check for a link light on the NIC* Start with the physical! Check for a link light first. This tells you whether there is physical connectivity. Then, if necessary, you can, in order, test the patch cable, reconfigure TCP/IP, install drivers (from the manufacturer's website, mind you), and finally replace the NIC.

*You need to install the Windows 7 operating system on a client's computer. Upon arrival you notice that the system is an older model. What should you do first before trying to install operating system?* a. Format the hard drive. b. Verify the hard drive is large enough. c. Check the Windows 7 Compatibility Center. d. Run Chkdsk.

c. *Check the Windows 7 Compatibility Center.* When using the newer hardware, there would not be a problem; however, with older hardwire, before you even try to install the operating system you should verify whether the computers are capable of running the new OS by checking the Windows 7 Compatibility Center.

CAT: Using and Managing Windows *Which of the following commands enables you to copy a file without prompts?* a. Copy /Z b. Xcopy c. Copy /Y d. Copy /A

c. *Copy /Y* Copy /Y suppresses prompting of overwrite confirmations. Copy /Z copies networked files in restartable mode. Xcopy is used to easily copy entire directories of data to another location. Copy /A allows you to indicate an ASCII text file to copy.

CAT: Troubleshooting and Maintaining Windows *chkdsk.exe can do which of the following?* a. Rearrange data on your drive so that disk access is faster b. Consolidate free space on your hard drive c. Correct problems with file storage on your hard drive d. Change the partition table of the drive from FAT16 to FAT32

c. *Correct problems with file storage on your hard drive* chkdsk.exe fixes minor problems with files that are stored on your hard drive and can also test and verify the clusters on your drive.

CAT: Networking *You are making your own networking patch cable. You need to attach an RJ45 plug to the end of a twisted-pair cable. Which tool should you use?* a. Tone and probe kit b. Cable tester c. Crimper d. Multimeter

c. *Crimper* Use an RJ45 crimper tool to permanently attach RJ45 plugs to the end of a cable. A tone and probe kit is used to locate individual phone lines but can also be used with network lines. The better tool, however, for testing and locating is a continuity cable tester. A multimeter is great for testing AC outlets and for testing wires inside a computer but is not often used in networking applications.

CAT: Operational Procedures and Communications Methods *A user calls and complains that he cannot get onto the Internet, although he could just minutes before. What should you say to the user?* a. What is your IP address? b. Wait 10 minutes, and then try it again. c. Do you remember the last thing that you did? d. Let me get my supervisor.

c. *Do you remember the last thing that you did?* Questioning the user can often lead to what caused the issue. Of course, you do not want to accuse the user of anything; instead, just ask what the user did last on the computer.

CAT: Storage Devices *A customer tells you that her computer is taking a long time to save large files. She is currently using an IDE hard drive formatted with NTFS. What would improve the performance of the system?* a. Reformat the drive with FAT32 b. Install a PATA drive and format it as FAT32 c. Install a SATA drive and format it as NTFS d. Install a PATA drive and format it as NTFS

c. *Install a SATA drive and format it as NTFS* SATA drives are faster than PATA (IDE) drives, and NTFS is going to be more efficient than FAT32. Plus, if the customer is already using NTFS, you wouldn't want to downgrade the new drive to FAT32.

CAT: Printers *Which of the following should not be connected to a UPS?* a. PCs b. Monitors c. Laser printers d. Speakers

c. *Laser printers* Laser printers use large amounts of electricity, which in turn could quickly drain the battery of the UPS. They should be plugged into their own individual power strips.

*What is the term for the delay in the RAM's response to a request from MCC?* a. Variance b. MCC gap c. Latency d. Fetch interval

c. *Latency* Latency is the term for the delay in the RAM's response to request from the MCC.

CAT: Laptop and Notebook Computers *Which battery type is the best battery type for laptops?* a. Alkaline b. NiCad c. Li-Ion d. NiMH

c. *Li-Ion* Li-Ion batteries are best suited for portable systems because they are lightweight and have a long lifetime.

*Which feature of Windows 7 enables you to link folders and view their contents together?* a. Favorites b. Shortcuts c. Libraries d. Windows Explorer

c. *Libraries * Using libraries, you can link folders and view their contents together as if they were one folder.

CAT: Installing and Upgrading Windows *Which of the following is a user-defined collection of folders that acts as logical representations of the user's content?* a. Metadata b. My Documents c. Libraries d. Public Documents

c. *Libraries* Libraries are commonly known as metafolders; they are logical representations of a user's content. For example, one library in Windows 7 is called Documents. The Documents library includes two default locations: My Documents and Public Documents.

*Which features of Windows 7 enables you to link folders and view their contents all together?* a. Favorites b. Shortcuts c. Libraries d. Windows Explorer

c. *Libraries* Using libraries, you can link folders and view their contents together as if they were one folder.

CAT: Security *What tool would you use to enable auditing on a local level?* a. AD Policy b. Group Policy c. Local Security Policy d. User Settings

c. *Local Security Policy* You can enable local auditing through Local Security Policy.

CAT: Security *Which of the following tools would enable you to stop a user from logging on to a local machine but still enable him to log on to the domain?* a. AD Policy Filter b. Group Policy Auditing c. Local Security Policy d. User Settings

c. *Local Security Policy* You can use Local Security Policy to stop someone from logging on to a local machine.

CAT: Mobile Devices *A user wants to stop his tablet from shifting horizontally when he turns it. Which of the following should you enable?* a. Accelerometer b. Gyroscope c. Lock Rotation d. Screen Calibration

c. *Lock Rotation* You should enable Lock Rotation on Apple devices. On Android devices you should disable Auto-rotate. The accelerometer is a term used by Apple to describe the hardware/software that controls the three axes of movement. The Gyroscope is another term used by Apple to describe the device that measures the additional three movements (pitch, roll, and yaw) of newer Apple devices. Screen calibration is used to reset the device that measures the three axes.

CAT: Video Displays and Video Cards *If the colors are flickering on your monitor, what is most likely the problem?* a. Refresh rate to slow. b. Refresh rate is too fast. c. Loose video cable. d. The monitor is bad.

c. *Loose video cable.* Most of the time if you see the color flickering on the monitor,you can turn off the monitor and the system, tighten the cable, and restart the computer.

CAT: Operational Procedures and Communications Methods *You and a co-worker are running network cables above the drop ceiling. The co-worker accidentally touches a live AC power line and is thrown off the ladder and onto the ground. He is dazed and can't stand. He is no longer near the AC power line. What should you do first?* a. Cut the power at the breaker. b. Move the co-worker farther down the hall. c. Apply CPR. d. Call 911.

d. *Call 911.* Because the immediate danger is gone, call 911 right away. Then apply first aid and CPR as necessary. The next step would be to shut the power off at the electrical panel or call the building supervisor to have the power shut off.

CAT: RAM *You need to replace RAM in a customer's PC that currently uses PC3-10600 memory. Unfortunately, you do not have any RAM meeting that exact specification. Which RAM should you install?* a. PC3-6400 b. PC3-8500 c. PC3-12800 d. DDR3-1066

c. *PC3-12800* You should install a PC3-12800 memory module. If you don't have the exact speed RAM, go with a memory module that is one step higher. That RAM should underclock to match the motherboard. However, the best thing to do is to get the closest compatible RAM to the motherboard! Anyways, it's better to go up one level first. If the PC works without any errors, then all is good. If you install slower RAM such as PC3-8500 (which is DDR3-1066 by the way) or PC3-6400, the customer will end up with a slower computer than they originally started with.

CAT: Power Supplies and System Cooling *What type of power connector is used for an x16 video card?* a. Molex 4-pin b. Mini 4-pin c. PCIe 6-pin d. P1 24-pin

c. *PCIe 6-pin* An x16 card is a PCI Express card. It requires one or two PCIe 6-pin power connectors (or an 8-pin connector). Molex 4-pin power connectors are used by IDE hard drives. Mini 4-pin connectors (also known as Berg) are used by floppy drives. P1 24-pin power is the main power connection that the motherboard gets from the power supply.

CAT: Motherboards and Processors *Which expansion bus uses lanes to transfer data?* a. PCI b. PCI-X c. PCIe d. IDE

c. *PCIe* PCIe (PCI Express) uses serial lanes to send and receive data. That means one bit at a time per lane. PCI, PCI-X, and IDE are parallel technologies, which means 8 bits at a time or multiples of 8. IDE stands for Integrated Device Electronics, the predecessor to SATA hard drive technology.

CAT: Mobile Devices *Name the primary feature that separates a smartphone from a tablet.* a. iTunes b. OLED screen c. Capacitive touchscreen d. Capability to make telephone calls

d. *Capability to make telephone calls* A smartphone can make telephone calls, while a tablet cannot.

CAT: Printers *Which of the following is not a connector you might find on a printer?* a. RJ45 b. USB c. PCIe d. Centronics

c. *PCIe* Printers might connect via RJ45, USB, or Centronics. However, PCIe is an internal expansion bus that printers do not use. USB is the most common for local printers, meaning ones that connect directly to the computer. Centronics is an older printer connector; a printer cable would have a centronics connector on the printer side and a 25-pin parallel connector for the computer side (which would connect to the LPT port). If the printer is network-ready, it will have a built-in RJ45 port.

CAT: Laptop and Notebook Computers *ExpressCards connect to which buses? (Select two.)* a. ISA b. PCI c. PCIe d. Hi-Speed USB

c. *PCIe* d. *Hi-Speed USB* ExpressCards connect to either the PCI Express bus or the Hi-Speed USB bus.

*What chip type uses a ZIF socket?* a. SEC b. DIP c. PGA d. Socket 5

c. *PGA* PGA packaged chips can be placed in ZIF sockets. These sockets have a lever; when the lever is pulled, the processor chip pops out of the socket.

CAT: Motherboards and Processors *Beep codes are generated by which of the following?* a. CMOS b. RTC c. POST d. Windows

c. *POST* As the POST checks all the components of the computer, it may present its findings on the screen or in the form of beep codes. The complementary metal-oxide semiconductor (CMOS) stores information such as time and date and BIOS passwords. RTC stands for real-time clock; it is the device that keeps time on the motherboard. Windows generates all kinds of error codes but not beep codes. The beep codes come from the POST, which happens before Windows boots.

CAT: BIOS *When a PC is first booted, which of the following tests the processor, RAM, video card, disk controllers, disk drives, and keyboard?* a. CMOS chip b. BIOS setup c. POST d. Bootstrap loader

c. *POST* The Power-on Self Test (POST) checks the CPU, memory, video card, and so on when the computer first boots and displays any error messages if any errors occur. The POST is a part of the BIOS. The CMOS chip retains settings that the BIOS records during the POST. The Bootstrap loader is within the ROM ship as well. When the computer is turned on, it automatically reads the hard disk drive boot sector to continue the process of booting the operating system.

CAT: Technician Essentials and PC Anatomy 101 *Which tool should you use to determine why a computer fails to boot?* a. Cable tester b. Loopback plug c. PSU tester d. Tone and probe kit

c. *PSU tester* Use a power supply unit (PSU) tester to determine why a computer fails to boot. One of culprits could be a faulty power supply. A cable tester will check network cables only to see if they are wired correctly and have continuity. Loopback plugs are used to test network cards and serial ports. The tone and probe kit is used to test phone lines. So, the rest of the answers are all tools that are used externally from the computer, whereas the PSU tester is the only one used inside the computer.

CAT: RAM *Which of the following loses its contents when you shut down the computer?* a. Hard disk drive b. USB flash drive c. RAM d. ROM

c. *RAM* Random access memory (RAM) loses its contents when the computer shuts down. Hard disk drives, and read-only memory (ROM) are designed to retain their contents even if they are not receiving power.

CAT: Troubleshooting and Maintaining Windows *defrag.exe does what for your computer?* a. Rearranges memory so that access to it is improved b. Removes dust and fragments from your computer c. Rearranges data on your disk drive so that access to it is improved d. Recovers files that have been corrupted

c. *Rearranges data on your disk drive so that access to it is improved* defrag.exe rearranges data on your disk so that access to files is faster. By allowing your disk to perform reads of data in contiguous blocks, it takes less time to read files.

CAT: Troubleshooting and Maintaining Windows *Which of the following commands would be used to fix errors on the system disk?* a. Xcopy b. Tracert /w c. Diskpart d. Chkdsk /F

d. *Chkdsk /F* Chkdsk /F allows you to fix errors on a disk. It does not fix all errors, but checks for disk integrity, bad sectors, and similar issues. Xcopy copies files and directory trees; Microsoft recommends using Robocopy on newer Windows operating systems. Tracert /w analyzes the path to another computer with a specific timeout per reply. Diskpart is the command-line tool that enables you to make changes to the operating system's partition table.

CAT: Using and Managing Windows *You are using the Windows Vista/7 Recovery Environmental's command prompt to copy files from a system that won't start. Assuming you've logged into c:\, which of the following commands can copy all files, folders and subfolders, including empty subfolders, from the current location to the TEST folder on an external drive?* a. xcopy*.* f:\ test /T b. xcopy*.* f:\ test /S c. xcopy*.* f:\ test /E d. xcopy*.* f:\ test \ T

c. *xcopy*.* f:\ test /E* /E is needed to copy the files, directories, subdirectories, including empty subdirectories /S will copy files, directories, and subdirectories but not empty subdirectories. If you add/T to the end, you will get just empty directories copied. \ T is not a valid switch.

CAT: Technician Essentials and PC Anatomy 101 *When working on a computer, which of the following should you disconnect to prevent electrical shock? (Select the two best answers.)* a. Printer b. Mouse c. Telephone cord d. Power cord

c. *Telephone cord* d. *Power cord* The power cord carries 120 volts at 15 amps or 20 amps, and the telephone cord carries 80 volts when it rings. It is important to disconnect these before servicing a computer. Now, if you were opening the computer, you would disconnect everything. However, you might be fixing something that doesn't require you to open the computer—for example, connecting a network cable. Remember to always disconnect any power, data, or telecommunications cables before working on the system.

CAT: Troubleshooting and Maintaining Windows *When you reboot a computer, you get a message stating "No OS present, press any key to reboot." What is the most likely problem?* a. The hard drive is not jumpered properly. b. The hard drive is not getting power. c. There is no active partition. d. The hard drive driver is not installed.

c. *There is no active partition.* The primary partition must be set to active to boot to the operating system. If there is only one drive, the jumper setting probably won't matter, and if it is wrong, the drive simply won't be seen by the BIOS. The same holds true for power; if the drive does not get power, the BIOS will not recognize it. Finally, hard drives do not need drivers to simply be recognized.

CAT: Motherboards and Processors *Tim installs a new CPU in a computer. After a few hours, the processor starts to overheat. Which of the following might be the cause?* a. The CPU is not locked down. b. The CPU is not properly seated. c. Thermal compound was not applied. d. The CPU is not compatible with the motherboard.

c. *Thermal compound was not applied.* Without the thermal compound applied, the processor might overheat after a few hours. If the CPU is not locked down, or is not properly seated, the PC will simply fail to boot. If the CPU is not compatible with the motherboard, either it will not fit the socket or the PC will not boot.

CAT: I/O and Input Ports and Devices *What maximum data transfer rate is IEEE 1394b capable of?* a. 12 Mbps b. 400 Mbps c. 480 Mbps d. 800 Mbps e. 5 Gbps

d. *800 Mbps* IEEE 1394b is capable of 800 Mbps. Newer versions of IEEE 1394b can support 3,200 Mbps, but an IEEE 1394b port on a computer will often allow only a maximum of 800 Mbps. 12 Mbps is the data transfer rate of USB 1.1 Full Speed. 400 Mbps is the speed of IEEE 1394a. 480 Mbps is the speed of USB 2.0. 5 Gbps is the speed of USB 3.0.

CAT: Networking *Which technology has the fastest data transfer rate?* a. 802.11a b. 802.11b c. 802.11g d. 802.11n

d. *802.11n* Of the listed answers, 802.11n has the fastest data transfer rate at a maximum of 600 Mbps. However, to achieve this, you need to have the right wireless access point, configured properly, with client computers that are also compatible with the 802.11n standard. 802.11a and g have a maximum DTR of 54 Mbps. 802.11b has a maximum of 11 Mbps.

CAT: Power Supplies and System Cooling *To prevent damage to a computer, the computer should be connected to what?* a. A power strip b. A power inverter c. An AC to DC converter d. A UPS

d. *A UPS* A UPS (uninterruptible power supply) protects computer equipment against surges, spikes, sags, brownouts, and blackouts. Power strips, unlike surge protectors, do not protect against surges. Power inverters are effectively AC to DC converters; the power supply acts as a power inverter.

CAT: Printers *Which of the following should be used to clean a laser printer's rubber rollers?* a. Soap and water b. WD-40 c. Isopropyl alcohol d. A moist cloth

d. *A moist cloth* Use a simple moist cloth, not too wet; you don't want to get any liquid inside the printer. Alcohol will be too strong, and WD-40 will cause damage in the long run. Soap and water can be used to clean the outside of a computer case.

CAT: Using and Managing Windows *Your computer has just suffered from a Stop event (also known as the Blue Screen of Death). You are trying to decide what has caused the error. What is the most likely possibility?* a. A multimedia application b. A background application c. A network error d. A system device driver

d. *A system device driver* Most blue-screen errors are the result of conflicts between processes running kernel mode, which would include device drivers. This is not to say that the multimedia application may not have made some unsupported calls to a sound or video card to cause the problem, but this would have been the second choice.

CAT: Networking *What advantage does satellite have over cable for connecting to the Internet?* a. Satellite is faster than cable. b. Cable degrades in stormy weather; satellite does not. c. Satellite requires you to be within 18,000 feet of a central switch. d. Cable is limited to areas with cable installed; satellite is not.

d. *Cable is limited to areas with cable installed; satellite is not.* Clearly, satellite cuts you loose from the wires!

CAT: Networking *Which of the following statements is correct concerning IPv6 addresses?* a. They cannot be used with IPv4. b. They are supported by all routers. c. They represent addressing using 128 bits. d. They require fiber-optic connections.

c. *They represent addressing using 128 bits.* The only statement that is correct concerning IPv6 is that it uses 128-bit addressing. This is compared to IPv4, which uses 32-bit addresses. IPv6 and IPv4 can co-habit a computer with no problems. IPv6 is not necessarily supported by all routers. Some routers still only support IPv4. IPv6 is a logical concept. The physical cable that connects to the computer has no bearing over which IP version is used.

CAT: Customized PCs and Multimedia Devices *You need to expand the peripherals of a computer, but the system doesn't have enough ports. Which type of card should you install?* a. Modem b. Network adapter c. USB card d. TV tuner card

c. *USB card* You should install a USB add-on card. This will give you more ports than the computer already has for use with peripherals. Another option would be to purchase a USB hub. Modems, network adapters, and TV tuner cards all have their own purpose and do not allow additional peripherals.

CAT: I/O and Input Ports and Devices *You need to select a keyboard that can be hot-swapped as needed for use on a computer. Which of the following interfaces should you use?* a. 1/8 inch min-jack b. PS/2 connector c. USB connector d. PS/3 connector

c. *USB connector* A USB keyboard can be hot-swapped (assuming the system is configured to use a USB keyboard in the system BIOS). The 1/8-inch jack is used for audio, PS/2 keyboards cannot be hot-swapped, and there is no PS/3 connector.

*Which of the following ports offers the fastest throughout or transfer speed?* a. Serial b. Parallel c. USB d. IEEE1284

c. *USB* USB offers the highest transfer rates. USB 1.1 has transfers rate of 12 Mbps, USB 2.0 offers transfer rates of 480 Mbps, and USB 3.0 offers transfer rates of 5 Gbps. This question might have been disputable if IEEE-1394 (FireWire) had been in the question because it has transfer rates of 400 Mbps.

CAT: Using and Managing Windows *Which of the following versions of Windows 7 can run in Windows XP mode, join domains, and utilize BitLocker encryption?* a. Starter b. Home Premium c. Ultimate d. Professional

c. *Ultimate* Windows 7 Ultimate can run in Windows XP mode, join domains, and utilize BitLocker encryption. Starter and Home Premium can do none of these. Windows 7 Professional cannot utilize BitLocker encryption. On a side note, Windows 7 Enterprise can also run BitLocker, although it was not one of the listed answers.

CAT: BIOS *Which of the two following components can affect the POST from completing successfully? (Select the two best answers.)* a. Hard drive b. USB hub c. CPU d. RAM e. CD-ROM

c. *CPU* d. *RAM* The following items can cause the POST to fail: CPU, RAM, motherboard, and video card. Those are considered the big four (to check) when it comes to troubleshooting POST issues. Hard drive failure might be recorded by the BIOS and POST but won't stop the BIOS from attempting to boot, which it won't be able to do and will promptly display a message stating "Missing OS" or something similar. A USB hub is a peripheral device that doesn't affect the POST. CD-ROM drives will not affect the POST either. They won't affect the boot process unless there is a disk in the drive and the CD-ROM drive was first in the BIOS boot order.

CAT: Installing and Upgrading Windows *You want to create an image for an unattended installation. Which of the following will be created for a Windows 7 install?* a. Unattend.txt b. Winnt.sif c. Unattend.xml d. Sysprep.inf

c. *Unattend.xml* When creating an unattended installation disk for Window 7, Unattend.xml is created as the answer file. The other files are created when setting up an unattended installation for older Windows versions.

CAT: Networking *One of your customers wishes to have broadband Internet access set up in her home office. She is on a tight budget and doesn't want to pay for additional equipment. Which of the following technologies would be the best solution?* a. ISDN b. T-3 c. Cable modem d. T-1

c. *Cable modem* Installing cable Internet would be the best solution given the parameters of this scenario. It is the cheapest of the four technologies listed above, and it is a broadband Internet solution. ISDN is generally known as a narrowband technology. Although there is a type of Broadband ISDN, that is designed to handle high-bandwidth applications and is quite expensive. T-1 and T-3 lines are dedicated high-speed connections that will not fit the customer's tight budget.

CAT: Networking *What category of UTP cabling transmits data at 16 Mbps?* a. Category 2 b. Category 3 c. Category 4 d. Category 5

c. *Category 4* Category 4 UTP cabling transfers data at 16 Mbps.

CAT: Networking *What is the minimum category cable needed for a 1000BASE-T network?* a. Category 3 b. Category 5 c. Category 5e d. Category 6

c. *Category 5e* The minimum cable needed for 1000BASE-T networks is Category 5e. Of course, Cat 6 would also work, but it is not the minimum of the listed answers. 1000BASE-T specifies the speed of the network (1000 Mbps), the type (baseband, single shared channel), and the cable to be used (T = twisted pair). Cat 3 is suitable for 10 Mbps networks. Cat 5 is suitable for 100 Mbps networks.

CAT: Networking *Which of the following would be used to provide wireless connectivity across a metropolitan area?* a. Bluetooth b. Infrared c. Cellular d. MIMO

c. *Cellular* The only technology that will work across a metropolitan area is cellular, which is used for WAN cellular or WWAN connectivity.

CAT: Motherboards and Processors *What does a CPU stand for?* a. Core predetermination utility b. Complementary provider unit c. Central processing unit d. Co-primary uniprocessor exam-u.com

c. *Central processing unit*

CAT: Motherboards and Processors *Where is the memory controller located in a Core 2 Duo system?* a. On the CPU b. On memory c. Within the chipset d. Within the PCIe controller

c. *Within the chipset* On Core 2 Duo, Quad, and Extreme systems, the memory controller is located within the chipset and is known as the Memory Controller Hub (MCH) by Intel, but it is also referred to as the northbridge. On AMD systems and newer Intel systems such as the Core i5 or i7, the memory controller is located "on-die," meaning within the CPU.

CAT: Operational Procedures and Communications Methods *A customer explains an issue to you. You think you understand what the problem is. What should you do first?* a. Troubleshoot the problem with a smile. b. Tell the customer you will have the problem fixed in no time. c. Set and meet expectations. d. Clarify the problem.

d. *Clarify the problem.* Always repeat the problem back to the customer. Clarify it so that everyone is on the same page and there is no mistake. After, you should set expectations, and then go ahead and troubleshoot the issue. Never tell the customer that you will have the problem fixed in no time. Most problems are worse than they seem; it's a good way of sticking your foot in your mouth!

CAT: Networking *What networking component allows you to connect to a Windows Server?* a. File and Printer Sharing service b. Client Service for Netware c. TCP/IP d. Client for Microsoft Networks

d. *Client for Microsoft Networks* To connect to a resource, you must have the appropriate client running. In this example, you are logging into a Windows server, so you must load the Client for Microsoft Networks.

CAT: Technician Essentials and PC Anatomy 101 *When looking for information related to the problem, which of the following is not considered to be a good source?* a. Vendor manuals b. Service documentation c. Internet web pages related to the product d. Competitive knowledge base exam-u.com

d. *Competitive knowledge base* When looking for an answer related to a vendor's product, you might find some information on competitor's knowledge base, but this is not typically going to be a good source of reference for you. exam-u.com

CAT: Using and Managing Windows *Which of the following tools enables programmers to share objects between applications and computers?* a. Task Manager b. Performance console c. bootmgr d. Component Services

d. *Component Services* Component Services enables programmers to share objects between applications and computers.

*What physical component of the disk is responsible for reading and writing data on the disk?* a. Platter b. Sector c. Cluster d. Read/write head

d. *Read/write head* The read/write heads are responsible for moving over the disk surface and writing data to the disk. A platter is one of the disk plates, a sector is where the data is written, and a cluster is a group of sectors.

CAT: Troubleshooting and Maintaining Windows *You suspect your system is failing to boot because of a corrupt master boot record. Which utility is the best to fix this?* a. Automated System Restore b. Device Manager c. System Restore d. Recovery Console

d. *Recovery Console* The Recovery Console enables you to run utilities such as fixboot and fixmbr. That's the quickest and easiest way to fix a corrupt master boot record.

CAT: Printers *What is the recommended method for handling an empty toner cartridge?* a. Throw it away. b. Incinerate it. c. Refill it. d. Recycle it.

d. *Recycle it.* Recycle toner cartridges according to your company's policies and procedures, or according to municipality rules and regulations. Do not throw away or incinerate toner cartridges. Although it is possible to refill toner cartridges, it is not the recommended way to handle an empty cartridge because it is messy and time-consuming. Most companies simply purchase new toner cartridges.

CAT: Using and Managing Windows *Which of the following is not a good reason for virtualization?* a. Power saving b. Hardware consolidation c. System recovery d. Reduced hardware costs

d. *Reduced hardware costs* Switching to virtual machines may or may not save money on hardware. A good virtual machine server can cost a lot more than a series of PCs, but operating costs are reduced.

CAT: Security *Which of the following will not secure a functioning computer workstation?* a. Setting a strong password b. Changing default usernames c. Disabling the guest account d. Sanitizing the hard drive

d. *Sanitizing the hard drive* Sanitizing the hard drive will not secure a computer workstation. It will, however, prevent anyone from accessing data on the drive, but the computer workstation won't be functional anymore. Setting strong passwords, changing default usernames, and disabling the guest account are all ways of securing a computer workstation.

CAT: Video Displays and Video Cards *You wish to enable multidisplay support in Windows XP. How do you do this?* a. Select the monitor and choose the Add Monitor option from the video card properties. b. Select the monitor and choose the Add Monitor option from the display properties. c. Select the monitor and choose the Extend My Windows Desktop to This Monitor option from the video card properties. d. Select the monitor and choose the Extend My Windows Desktop to This Monitor option from the display properties.

d. *Select the monitor and choose the Extend My Windows Desktop to This Monitor option from the display properties.* To enable multidisplay support in Windows XP, open display properties in the Control Panel and choose the Extend My Windows Desktop to This Monitor option, located on the Settings tab.

CAT: Operational Procedures and Communications Methods *Most of your co-workers have desks near large windows. One cold day you get many complaints that it is too cold. What should you do?* a. Set the temperature to 80 degrees F so that the building will warm up faster. b. Tell your co-workers to wear a sweater. c. Increase humidity to 50%. d. Set the temperature to 24 degrees C to combat the cold.

d. *Set the temperature to 24 degrees C to combat the cold.* You should increase the temperature to between 68 and 76 degrees F (20 to 24 degrees C). This is the recommended range. Setting the temperature to a higher number such as 80 will not make the equipment heat the building any faster! You could tell your co-workers to put on a sweater, but don't expect any cheer from them at the company holiday party. Increasing the humidity will not increase the temperature.

CAT: Installing and Upgrading Windows *Ricardo's Windows XP installation has failed. What file should he check to see what files failed to copy?* a. Install.log b. Setup.log c. Setup.txt d. Setuplog.txt

d. *Setuplog.txt* Ricardo should check Setuplog.txt.

CAT: Using and Managing Windows *What set of folders is available to all users on a computer in Windows XP?* a. My Documents b. Personal Documents c. Public folder d. Shared Documents

d. *Shared Documents* The Shared Documents set of folders is available to all users on a computer in Windows XP.

CAT: Laptop and Notebook Computers *Clara's laptop has a DVI connector to which she has connected a projector. As she prepares to make her presentation, however, nothing comes on the projector screen. The laptop shows the presentation, and the projector appears to be functional, with a bright white bulb making a blank image on the screen. What's most likely the problem?* a. She needs to plug in the projector. b. She's running the laptop on batteries. You need to plug in laptops to use the DVI connector. c. She needs to update her PC Card services to support projectors. d. She needs to press the Function key combination on her keyboard to cycle through monitor modes.

d. *She needs to press the Function key combination on her keyboard to cycle through monitor modes.* Clara needs to press the Function key combination on her keyboard to cycle through monitor modes.

CAT: I/O and Input Ports and Devices *You take a tech call from a user who complains that she gets an error message, "Hub power exceeded," when she plugs her new thumb drive into her USB keyboard's external USB port. Worse, the device won't work. What's most likely the problem?* a. Her USB port is defective. b. She has a defective thumb drive. c. She plugged a Hi-Speed device into a Full-Speed port. d. She plugged one too many devices into the USB hub.

d. *She plugged one too many devices into the USB hub.* Just like the error message said, the thumb drive drew too much power for the hub to handle.

CAT: Printers *What would you do if the print job refused to leave the print queue in Windows XP?* a. Delete the printer and reinstall it b. Restart the computer c. Turn the printer off and then on d. Stop and restart the spooler service

d. *Stop and restart the spooler service* You would stop and start the print spooler service, deleting everything from the queue. Stopping and starting the service is a way of rebooting the printing environment.

CAT: Using and Managing Windows *Which of the following built-in applets should a technician use to configure offline files and folders in Windows 7?* a. Microsoft PowerToys b. USMT c. Robust file copy d. Sync Center

d. *Sync Center* The Sync Center is located directly within the Control Panel. It allows you to set up synchronization partnerships with external devices and enables you to manage offline files. Quite often, the individual icons within the Control Panel are referred to as applets. Microsoft PowerToys is a group of applications that can be downloaded from Microsoft as an add-on to Windows XP. Apps include CD Slide Show Generator, HTML Slide Show Wizard, and the Power Calculator. The command-line-based User State Migration Tool (USMT) is used to move files and user settings from multiple computers at once. Robust file copy is a Command Prompt tool (Robocopy) that is used to move large amounts of data; it is the successor to Xcopy, though Xcopy is still available in Windows 7 and older OSes.

CAT: Using and Managing Windows *What tool enables you to correct a corrupted Windows operating system by reverting your computer to a previous state?* a. Windows Restore b. Restore State Manager c. Time Machine d. System Restore

d. *System Restore* Using System Restore, you can restore your computer to a previous restore point.

CAT: Video Displays and Video Cards *Which type of adapter card accepts broadcast programming?* a. FireWire card b. Video capture card c. Network interface card d. TV tuner

d. *TV tuner* The TV tuner card accepts television broadcast programming. It will usually have cable-in and antenna-in RG-6 ports. FireWire cards allow a computer to connect to FireWire devices such as hard drives and audio devices. Video capture cards are used to record video from a camera, VCR, or close-circuit television system. A network interface cards is also known as a NIC, or network adapter; it makes the connection to the Ethernet network for a PC.

CAT: Security *John dressed up in a fake security guard uniform that matched the uniforms of a company and then walked in with some legitimate employees in an attempt to gain access to company resources. What kind of attack is this?* a. Administrative access b. Data destruction c. Spoofing d. Tailgating

d. *Tailgating* John just practiced tailgating on the unsuspecting company.

CAT: Using and Managing Windows *Which permission enables an administrator to change the ownership of a file without knowing the user account password for that file?* a. Change permission b. Change Ownership permission c. Ownership permission d. Take Ownership permission

d. *Take Ownership permission* The Take Ownership permission enables an administrator to change the ownership of a file without knowing the user account password for that file.

*What steps do you need to take to install an Athlon 64 X2 CPU into an LGA 775 motherboard?* a. Life the ZIF socket arm; place the CPU according to the orientation markings; snap on the heat-sink and fan assembly. b. Lift the ZIF socket arm; place the CPU according to the orientation markings; add a dash of heat dope; snap on the heat-sink and fan assembly. c. Lift the ZIF socket arm; place the CPU according to the orientation markings; snap on the heat-sink and fan assembly; plug in the fan. d. Take all the steps you want to take because it's not going to work.

d. *Take all the steps you want to take because it's not going to work.* Intel and AMD processors are not compatible at all.

CAT: Troubleshooting and Maintaining Windows *What program can be used to terminate programs running on your computer?* a. Device Manager b. Computer Administration Console c. System Information d. Task Manager

d. *Task Manager* Task Manager can terminate running applications or background processes. Device Manager can be used to configure hardware devices. System Information can provide status and configuration information about most areas of your computer.

CAT: Using and Managing Windows *You need to create a list of 32-bit services that can be imported into Microsoft Excel for analysis. Which of the following programs should you use?* a. Taskkill.exe b. Services.msc b. Explorer.exe d. Tasklist.exe

d. *Tasklist.exe* The TASKLIST.EXE program has an option to create a CSV (.csv) listing of 32-bit services. The file can be imported into Microsoft Excel.

*You are trying to boot the system off the network, but the computer doesn't seem to boot off the network adapter. You have verified that the network adapter has been enabled in CMOS. What else should you check within CMOS?* a. That the network card has been disabled b. That the network adapter has been disabled c. That the CD-ROM has been configured as bootable device d. That the network adapter is set up as a bootable device

d. *That the network adapter is set up as a bootable device* When booting the system from the network, you need to ensure that the computer not only has the network adapter enabled, but also that the network adapter is signified as a bootable device, and maybe even the first bootable device. In this question, you have already verified that the network adapter has been enabled, so Choice D is the only possible answer.

CAT: Printers *A client brings in a printer that is giving a paper-feed error. What is the most likely cause?* a. The separation tab b. The developing rollers c. The paper tray d. The pickup rollers

d. *The pickup rollers* Paper-feed errors are often caused by the pickup rollers, which are in charge of feeding the paper into the printer. If a separation tab fails, it might cause more than one sheet of paper to be entered into the printer. The developing rollers transfer ink to the imaging drum. The paper tray simply holds the paper. It should not cause paper-feed errors unless the constraining tabs are too tight.

CAT: Storage Devices *You are upgrading a system with a tape backup drive from Windows XP to Windows 7. To ensure that existing tapes can be read by Windows 7, what else do you need to install?* a. Removable Storage Manager for Windows 7. b. New drive firmware. c. Configure backup program to run in Windows XP compatibility mode. d. Windows 7 drivers for drive.

d. *Windows 7 drivers for drive.* Windows 7 does not include Removable Storage Manager (RSM) and RSM is not available for Windows 7. The only way to use a tape drive under Windows 7 is install Windows 7-compatible drivers or to create a Windows XP VM and use the drive inside the VM to read data.

CAT: Installing and Upgrading Window *You have been called by a client to give a recommendation on which OS should be installed on several new computers being added to the office. The other computers in the office use Windows-based clients (Windows 2000) and Windows-based servers (Windows NT 4.0). What OS should you suggest?* a. Red Hat Linux b. FreeBSD Unix c. Mac OS X d. Windows 7

d. *Windows 7* Because the office is already Windows based and the users likely have a higher degree of proficiency with the new version of the Windows OS, a change to a more different OS should not be implemented unless the client has some specific goal that he wants to achieve by switching the OS. Even though, with the changes that have occurred with Windows 7, when compared with Windows 2000, the user might be able to pick up any of the suggested OSes with the same level of difficulty.

CAT: Troubleshooting and Maintaining Windows *Ralph suspects a bad RAM stick is causing Windows to fail to boot. What default Windows tool can he use to check the RAM?* a. MEMMAKER b. Memtest86+ c. Windows RAM Diagnostics Tool d. Windows Memory Diagnostics Tool

d. *Windows Memory Diagnostics Tool* Ralph should use the Windows Memory Diagnostics Tool to scan his RAM.

CAT: Security *What is the best way to ensure that your system is up to date with security patches?* a. Virus protection software b. Virus definition update c. Spyware d. Windows Update

d. *Windows Update* You should perform a Windows Update regularly to download current patches to your system.

*Which version of Windows uses the Backup Status and Configuration Tool?* a. Windows 2000 b. Windows XP Media Center c. Windows XP Professional d. Windows Vista Ultimate

d. *Windows Vista Ultimate* The Backup Status and Configuration Tool did not exist before Vista.

CAT: Security *Which shortcut key combination immediately locks Windows?* a. Ctrl+Alt+Del b. Windows+R c. Windows+M d. Windows+L

d. *Windows+L* Windows+L automatically and immediately locks the computer. Only the person who locked it or an administrator can unlock it. (Unless, of course, another user knows your password.) Ctrl+Alt+Del brings up the Windows Security dialog box. From there, you can lock the computer, too, but with an extra step. Windows+M minimizes all open applications, and Windows+R brings up the Run prompt.

CAT: Security *Which type of virus propagates itself by tunneling through the Internet and networks?* a. Macro b. Phishing c. Trojan d. Worm

d. *Worm* Worms travel through the Internet and through local area networks (LANs). They are similar to viruses but differ in that they self-replicate. Macros are viruses that attach to programs like Microsoft Word and Word files. Trojans are viruses that look like programs and often seek to gain backdoor access to a system. Phishing is an attempt to fraudulently acquire information, often by e-mail or phone.

CAT: Using and Managing Windows *What is one benefit of ESX over VMware Workstation?* a. ESX costs less. b. ESX is easier to set up. c. ESX uses less electricity. d. You can move a running VM from one machine to another with ESX.

d. *You can move a running VM from one machine to another with ESX.* Among the many benefits of ESX over its little brother is the capability of moving a running VM from one machine to another.

*You don't seem to be able to create a simple volume on Windows XP; why not?* a. You are not using NTFS as the file system. b. You need to format the drive. c. You must have an extended partition before you can create a simple volume. d. You need to convert the basic disk to a dynamic disk.

d. *You need to convert the basic disk to a dynamic disk.* To create a volume, you must ensure that you have converted the basic disk to a dynamic disk. After you have converted to a dynamic disk, you can create any of the different types of volumes.

CAT: Using and Managing Windows *Where is registry hive data stored?* a. \%systemroot%\Windows b. \%systemroot%\Windows\System32\Config c. \%systemroot%\System32 d. \%systemroot%\System32\Config

d. *\%systemroot%\System32\Config* Remember that %systemroot% is a variable. It takes the place of whatever folder contains the operating system. This will usually be Windows (for Windows 7/Vista/XP). For example, if you were to run a default installation of Windows 7, the path to the Registry hives would be C:\Windows\System32\Config. The main hives are SAM, SECURITY, SOFTWARE, SYSTEM, and DEFAULT. These are accessed and configured by opening the Registry Editor (Run > regedit.exe) and opening the HKEY_LOCAL_MACHINE subtree. Other hive information is stored in the user profile folders.

CAT: Using and Managing Windows *You receive a call from a user on your network complaining that his computer is slow. You ask a few more questions and find out that he feels that the speed of his hard drive is much slower than when he got his computer. What command would you suggest running?* a. diskfix b. quikdisk c. scanfix d. defrag

d. *defrag* defrag is used to reorganize files, which speeds up access to the disk.

CAT: BIOS *Which of the following security features are included in many of the currently used BIOS programs?* a. BIOS password b. Power on password c. Chassis intrusion d. Boot sector protection e. All these options are correct.

e. *All these options are correct.* Security feature of various types are scattered around the typical system BIOS dialogs. All the features listed can be used to secure your computer systems from hackers or unauthorized personnel.

CAT: Troubleshooting and Maintaining Windows *A user bought a new video card with 128 MB of RAM. He needs it to play the new version of his favorite video game. After installing the video card, he boots up his Windows XP computer and is overjoyed when he sees the Plug and Play Wizard detect the new hardware. When prompted, he provides the driver disk that came with his computer. After loading the driver for his new video card, his computer reboots. During the next boot, his computer halts and will not respond to any controls. What should he do next?* a. Reboot his computer by using the power button. His computer will automatically boot to the Last Known Good Configuration. b. Reboot his computer by pressing Ctrl+Alt+Del and then pressing F8 when he sees the message to Press F8. He will then be able to choose Disable Advanced Video Options from the boot menu. c. Reboot his computer by using the power button. His computer will automatically display the boot menu and attempt to boot to Last Known Good Configuration without user intervention. d. Reboot his computer by pressing Ctrl+Alt+Del and then hold down F9 to enable Safe Mode. e. Reboot his computer by using the power button. When he sees the message to Press F8, press it and select either the Last Known Good Configuration or Enable VGA Mode.

e. *Reboot his computer by using the power button. When he sees the message to Press F8, press it and select either the Last Known Good Configuration or Enable VGA Mode.* Either of these two options, Last Known Good Configuration or Enable VGA Mode, will allow him to boot his computer. If he chooses to boot the Last Known Good Configuration, any changes that he made to the hardware configuration since the last boot will be lost. If he chooses the Enable VGA Mode, he will be able to select a different driver to be used by the graphics controller or apply other software patches to get the system running. Safe Mode should be his next step on correcting the problem.

CAT: Printers *The paper is charged with which voltage charge by the secondary corona wire?* a. +600V b. -600V c. -100V d. +100V

a. *+600V* The transfer corona charges the paper to +600V, so the toner on the print drum is strongly attracted to it.

*How many DIMMs are used to fill a memory bank in Pentium III system?* a. 1 b. 2 c. 3 d. 4

a. *1* Pentium IIIs have a 64-bit data paths, and a DIMM has 64-bit data path as well. Thus, you need only one DIMM chip to fill a bank in a Pentium system.

CAT: Power Supplies and System Cooling *Most power supplies in use today are designed to handle which two voltage ranges? (Choose two.)* a. 115 b. 300 c. 230 d. 450

a. *115* c. *230* Standard North American power is 115 volts, and power in most parts of Europe and Asia is 230 volts. Some power supplies have a slider on the back to switch between the two voltages.

CAT: Networking *Which of the following devices would you need if a client asks you to connect his computer to a network? (Choose two.)* a. A network interface card b. A wireless card c. An AGP adapter card d. A BNC connector

a. *A network interface card* b. *A wireless card* Although many recent computers include a 10/100 or 10/100/1000 Ethernet port or a wireless Ethernet adapter you might need to install a network interface card (NIC) into a computer you want to add to a network. For desktops, the card

CAT: Security *What type of malicious software creates pop-ups on your system?* a. Adware b. Worm c. Spyware d. Trojans

a. *Adware* Adware is the type of malicious software that is responsible for creating pop-ups on your system.

CAT: Operational Procedures and Communications Methods *What are the best ways to avoiding ESD? (Select the three best answers.)* a. Antistatic strap b. Remove jewelry c. Antistatic bags d. Antistatic spray e. Lower the humidity f. Touch the case

a. *Antistatic strap* c. *Antistatic bags* f. *Touch the case* You should always wear an antistatic strap, touch the unpainted chassis of the computer case, and use antistatic bags. These are the three best ways to eliminate ESD. However, removing jewelry and using antistatic sprays are also good ideas. You should raise the humidity, not lower it, to increase the moisture and reduce friction and static.

CAT: Networking *Which of the following commands would result in the following output? 192.168.1.100 00-1C-C0-09-08-07* a. Arp -a b. Ping c. Nbtstat -a d. Arp

a. *Arp -a* The Address Resolution Protocol (ARP) command allows you to see which computers your IP address and corresponding MAC address have connected to recently. It displays these computers formatted as IP, and MAC address. Arp -a does exactly this. Those connections listed are considered to be "dynamic" because they are temporary. In this scenario there was only one computer that the local system has connected to recently, but it could show more. The command also enables you to create a permanent or static connection to another system via MAC address and corresponding IP address. ping tests a connection to another computer's IP address. Nbtstat -a, along with a computer name or IP address, will show the NetBIOS name table for the local machine or for a remote computer. It displays core services running on a computer such as the workstation and server services. Arp by itself shows the help file for the command.

CAT: Installing and Upgrading Windows *Which of the following tools can help you more efficiently install multiple copies of Windows 7?* a. Automated Installation Kit b. Windows Easy Transfer c. Upgrade Advisor d. Activation key

a. *Automated Installation Kit* The Automated Installation Kit (for Windows Vista/7) can help you set up an automatic procedure for installing copies of Windows on multiple machines.

CAT: I/O and Input Ports and Devices *Which of the following mice technologies most needs to be cleaned?* a. Ball b. Optical c. Parallel d. Serial

a. *Ball* Ball mice get the dirtiest.

CAT: Motherboards and Processors *Which of the following could cause the POST to fail? (Select all correct answers.)* a. CPU b. Power supply c. CD-ROM d. Memory e. Hard drive

a. *CPU* d. *Memory* The CPU and memory need to be installed properly for the POST to run (and to pass). The hard drive and CD-ROM might or might not be installed properly, but they are not necessary for the POST to complete. If the power supply is defective, the system will simply not boot and will not even get to the POST stage.

CAT: Using and Managing Windows *Device settings, such as IRQs, can be modified through which tools? (Choose all that apply.)* a. Device Manager b. Resource Manager c. Device's Control Panel, such as Network Control Panel d. Device Arbitrator

a. *Device Manager* c. *Device's Control Panel, such as Network Control Panel* Most device settings can be modified through either Device Manager or the device's Control Panel. Resource Manager and Device Arbitrator are made-up terms.

CAT: Troubleshooting and Maintaining Windows *A blue screen is most often caused by ____________.* a. Driver failure b. Memory failure c. Hard drive failure d. CD-ROM failure

a. *Driver failure* The most common reason for a BSOD (blue screen of death, otherwise known as a stop error) is driver failure. Second on the list is memory/processor-related errors. Hard drives and CD-ROMs themselves should not cause stop errors, but their drivers might.

CAT: Printers *What printing process uses heat-sensitive plastic files embedded with various color dyes?* a. Dye-sublimation b. Inkjet c. Ink-dispersion d. Dye-dispersion

a. *Dye-sublimation* Dye-sublimation printers use heat-sensitive plastic files embedded with various color dyes.

CAT: BIOS *Which features can typically be found in the advanced BIOS settings? (Choose two.)* a. Enable quick boot b. Change the clock c. View information d. Enable boot sector protection

a. *Enable quick boot* d. *Enable boot sector protection* When accessing the BIOS advanced settings, some features available are quick boot, which will skip memory and drive test to enable faster startups, and also protection against boot sector viruses.

CAT: Using and Managing Windows *Bill is setting up a computer that will be used to boot into several different operating systems. He would like to have one partition used for sharing or transferring data between the OSes. What file system should he use?* a. FAT b. FAT32 c. NTFS d. Reiser FS

a. *FAT* Although it has size limitations of 2 to 4GB depending on the OS used, the FAT system is the most compatible with different operating systems.

CAT: I/O and Input Ports an Devices *Simon wants to connect his old PATA hard drive to the SATA controller in his new computer. What does he need to do this?* a. He needs a SATA bridge to plug into the connector on the PATA drive. b. He needs a PATA converter to plug into the SATA bridge on the controller. c. Nothing at all; he can just connect the PATA drive directly to the SATA controller. d. He can't do it; the SATA controller is not backward compatible with PATA drives.

a. *He needs a SATA bridge to plug into the connector on the PATA drive.* Simon needs a SATA bridge to plug into the connector on the PATA drive to connect his old PATA hard drive to the SATA controller.

CAT: Networking *You want to share the data folder as a resource to be used only by network administrators. How should you do this?* a. Hide the share by naming it data$ and then set up the permissions so that only administrators have access. Tell the administrators the UNC path. b. Don't share the folder; tell the administrators to go to the local computer to access the resource. c. Set up the share permissions so that only administrators have access to the share. d. Share the resource and don't set any permissions.

a. *Hide the share by naming it data$ and then set up the permissions so that only administrators have access. Tell the administrators the UNC path.* The best way to be sure that no one except network administrators can access a shared resource is to share the resource and set the proper permissions. When you share the resource, though, it may be best to hide it from the network by making it a hidden share so that no one tries to sneak into it.

CAT: Installing and Upgrading Windows *Which version of Windows 7 does not include Windows XP Mode?* a. Home Premium b. Professional c. Ultimate d. Enterprise

a. *Home Premium* Windows 7 Home Premium is the only answer listed that does not include Windows XP Mode. This mode, if installed by downloading additional components from the Microsoft website, allows a person to work in a replica of the Windows XP environment.

CAT: I/O and Input Ports and Devices *What integrated circuit device controls USB devices connected to a USB port?* a. Host controller b. IC-USB c. Serial port d. UART

a. *Host controller* The host controller controls USB devices plugged into the USB bus via a USB port.

CAT: Motherboards and Processors *Which technology calculates two independent sets of instructions simultaneously, simulating two CPUs?* a. Hyper-threading b. HyperTransport c. TurboBoost d. Multi-core

a. *Hyper-threading* Hyper-threading (for example, Intel HT) calculates two independent sets of instructions simultaneously, simulating two CPUs. HyperTransport is a high-speed link between various devices such as the CPU and northbridge on AMD systems. TurboBoost is a basic form of overclocking that Intel allows with many of their processors. Multi-core is the technology where a CPU physically contains two or more processor cores. Newer Intel CPU designs combine multi-core technology with hyper-threading to allow for even more processing.

CAT: Networking *What two properties of TCP/IP must be configured to communicate with other hosts on a small, local network?* a. IP address b. DNS server c. Default gateway d. Subnet mask

a. *IP address* d. *Subnet mask* Because the computer is functioning on a small LAN with no router; all you need to configure the functionality of TCP/IP is the IP address and subnet mask. Because no information leaves the network, you do not have to configure a default gateway.

CAT: Customized PCs and Multimedia Devices *You can save a copy of a CD or DVD as what type of file?* a. ISO b. ISO-9660 c. INF d. CDDA

a. *ISO* You can save a complete CD or DVD as an ISO image.

CAT: Networking *Which of the following program enables a user to brows the Internet? (Choose two.)* a. Internet Explorer b. Firefox c. Windows Explorer d. The command prompt

a. *Internet Explorer* b. *Firefox* A web browser, such as Microsoft Internet Explorer or Mozilla Firefox, is the main interface through which you navigate the Internet. Internet Explorer is a standard component of Windows. Updates and newer versions can be downloaded manually from the Microsoft website or via Windows Update. Other browser can be downloaded in compressed form and installed manually.

CAT: Video Displays and Video Cards *If you have a flat-panel monitor, what type of technology is most likely being used? (Select the best answer.)* a. LCD b. CRT c. RGB d. DVI

a. *LCD* Liquid Crystal Display (LCD) is most commonly the type of technology that a flat-panel monitor uses, though there is also light-emitting diode (LED)-backlit LCD, Plasma, and Organic LED (OLED). Cathode ray tube (CRT) is an older type of tube technology resulting in a much bulkier monitor. RGB simply stands for red, green, blue (the three primary colors of a CRT monitor). DVI is short for Digital Visual Interface, a port you would find on a video card.

CAT: Troubleshooting and Maintaining Windows *What Windows XP function keeps your shortcut links from breaking?* a. Link Tracking b. Shortcut Locator Service (SLS) c. System Information d. Task Manager

a. *Link Tracking* Link tracking is the OS function that keeps track of the executables that shortcuts refer to.

CAT: Operational Procedures and Communications Methods *You are at the home of one of your main customers. Since she knows and trusts you, she leaves you alone to work. Which of the following should you not do while at her home? (Choose all that apply.)* a. Look around her hard drive. b. Print personal information. c. Use her equipment for your personal tasks. d. Make her sorry she called you.

a. *Look around her hard drive.* b. *Print personal information.* c. *Use her equipment for your personal tasks.* d. *Make her sorry she called you.* You must learn to respect other people's property. You should never use customers' equipment for personal tasks or look at their personal information, such as documents or pictures.

CAT: Operational Procedures and Communications Methods *What three functions does a home server PC provide? (Select three.)* a. Media streaming b. File sharing c. Web hosting d. Print sharing

a. *Media streaming* b. *File sharing* d. *Print sharing* Home servers share files, stream media, and share printers.

CAT: Technician Essentials and PC Anatomy 101 *Which of the following tools could a person use to test an AC outlet? (Select the two best answers.)* a. Multimeter b. PSU tester c. Receptacle tester d. Loopback plug

a. *Multimeter* c. *Receptacle tester* A receptacle tester and multimeter can be used (with caution) to test an AC outlet. A power supply (PSU) tester is used to test the main P1 power connection (and possibly other connections) of a power supply. There are various loopback plugs for testing ports on the back of a PC (for example, the RJ45 loopback plug), but these have nothing to do with testing an AC outlet.

CAT: Storage Devices *A customer's computer is using FAT32. Which file system can you upgrade it to when using the convert command?* a. NTFS b. HPFS c. exFAT d. NFS

a. *NTFS* Convert is used to upgrade FAT and FAT32 volumes to NTFS without loss of data. HPFS is the High Performance File System developed by IBM and is not used by Windows. exFAT (FAT64) is especially designed for flash drives. NFS is the Network File System, something you might see in a storage area network.

CAT: Networking *Which of the following commands pings the loopback address?* a. PING 127.0.0.1 b. PING 10.0.0.1 c. PING 1.0.0.127 d. PING \\localhost

a. *PING 127.0.0.1* 127.0.0.1 is the built-in loopback IP address for every computer with TCP/IP installed. Alternatively, you could ping any number on the 127 network or ping localhost without the double backslash. This helps you determine if TCP/IP works on the local computer's network adapter, but it doesn't indicate if you have a working network connection.

CAT: Printers *Which of the following port types most commonly support printers? (Select two.)* a. Parallel b. USB c. Infrared d. RS-232

a. *Parallel* b. *USB* You'll find almost all printers hooked up to parallel or USB ports.

*Which of the following types of memory is used for cache memory?* a. SRAM b. DRAM c. EDO RAM d. SDRAM

a. *SRAM* SRAM is used for cache memory. DRAM - known as system memory - stores data and program code that are running. EDO and SDRAM are types of DRAM.

CAT: Security *Which type of authentication technology uses a credit-card-sized device that stores information about the user?* a. Smart card b. Credit card c. Keyless entry d. Biometrics

a. *Smart card* A smart card contains user information and when used with a PIN to secure workstations gives you better security.

CAT: Security *When attackers ask to obtain information, what is this type of attack called?* a. Social engineering b. System hacking c. Spam d. Spyware

a. *Social engineering* Social engineering is a simple and easy way to get information from someone inside a company. By simply calling on the phone and pretending to be someone else, hackers can get information that should not be given out. Training users is the best way to prevent this kind of attacks.

CAT: BIOS *Which password is used in the BIOS (CMOS) to prevent end users from accessing the BIOS contents?* a. Supervisor b. User c. Administrator d. Local

a. *Supervisor* The supervisor (or system) password is used so that only the technician can get into the BIOS (CMOS). The user password is used to password-protect whatever operating system is running on the computer, but it does it from the firmware level. An "administrator" password is something used in Windows or on a networking device, and a local password is something used in software.

*Which of the following Control Panel applets will display the amount of RAM in your PC?* a. System b. Devices and Printers c. Device Manger d. Action Center

a. *System* You can use the System applet to see how much RAM is currently in your PC.

CAT: RAM *Which programs can you use to test your RAM? (Select the two best answers.)* a. Task Manager b. System Information c. Chkdsk d. CPU-Z

a. *Task Manager* d. *CPU-Z* Use the Task Manager or CPU-Z to test RAM. CPU-Z is an excellent third-party tool that can be used to test RAM, but there are other third-party tools available as well. In Windows you could also use the Performance Monitor to test how well RAM responds to things such as opening applications and working with media files. System Information will give you information about RAM—for example, how much and what kind—but it is a static utility and has no testing ability. Chkdsk tests the hard drive, not the RAM.

CAT: Troubleshooting and Maintaining Windows *You get a message upon booting the system that says "No Hard Disk." What should you check? (Select the two best answers.)* a. That there is power to the hard drive b. That there is no controller cable connected to the drive c. That the CD-ROM is jumpered correctly d. That the hard drive driver is installed

a. *That there is power to the hard drive* b. *That there is no controller cable connected to the drive* If you get a message stating that there is no hard disk, chances are that one of the connections is missing or loose. In the uncommon case, the hard drive might be bad (although it does happen). The CD-ROM should not have any bearing on this; plus, only IDE CD-ROM drives require jumpers, and those are less common than SATA drives.

*What is the function of the address bus in the PC?* a. The address bus enables the CPU to communicate with the memory controller chip. b. The address bus enables the memory controller chip to communicate with the RAM. c. The address bus provides a channel for the flow of data and commands between the CPU and RAM. d. The address bus enables the CPU to access registers.

a. *The address bus enables the CPU to communicate with the memory controller chip.* The address bus enables the CPU to communicate with the memory controller chip.

CAT: I/O and Input Ports an Devices *John needs to install an old ATA/100-capable hard drive to check the contents before recycling it. Looking through his box of connectors, however, he finds no 80-wire cable, just a 40-wire cable. If he installs the ATA/100 drive with a 40-wire EIDE cable, what will happen?* a. The drive will work but will not run at the ATA/100 speed. b. He might damage the motherboard. c. He won't be able to install the drive, because the cables are incompatible. d. He will not be able to run in ATA mode.

a. *The drive will work but will not run at the ATA/100 speed.* ATA/100 drives work fine with a 40-wire cable—they just won't run at ATA/100 speed.

CAT: Customized PCs and Multimedia Devices *What must be installed on your system to decode a sound file?* a. The proper codec b. Sound application software c. Speakers d. Universal audio cables

a. *The proper codec* You need a proper codec installed to decode a sound file.

CAT: Using and Managing Windows *What types of characters are the asterisk (*) and the question mark (?)?* a. Wildcards b. Optionals c. Designators d. Switches

a. *Wildcards* The asterisk and question mark characters are wildcards when used with command-line commands.

CAT: Installing and Upgrading Window *Which of the following operating systems are direct ancestors of Windows XP? (Choose all that apply.)* a. Windows 2000 b. SUSE Linux c. Windows NT d. Windows Me

a. *Windows 2000* c. *Windows NT* Windows NT and Windows 2000 have a common heritage with Windows XP in that they all use NT technology. Windows 9x operating systems, such as Windows Me, followed a different development path going back to Windows 3.0.

CAT: Installing and Upgrading Windows *Which of the following Windows editions do not include Aero? (Select the two best answers.)* a. Windows 7 Starter b. Windows 7 Ultimate c. Windows XP Professional d. Windows Vista Business e. Windows Vista Home

a. *Windows 7 Starter* c. *Windows XP Professional* Windows 7 Starter and Windows XP Professional. Windows 7 Starter is a very basic, and 32-bit only, OS. Aero was released with Windows Vista, so no version of Windows XP had it. All the rest of the listed answers include Aero.

CAT: Using and Managing Windows *Which of the following operating systems do not allow you to disable simple file sharing? (Select two.)* a. Windows XP Home b. Windows XP Media Center c. Windows XP Professional d. Windows Vista Ultimate

a. *Windows XP Home* b. *Windows XP Media Center* Windows XP Home and Windows XP Media Center do not allow you to disable simple file sharing.

CAT: Using and Managing Windows *Which of the following operating systems support 16-bit Windows applications? Choose all that apply.* a. Windows XP b. Windows 98 c. Windows 3.1 d. MS-DOS

a. *Windows XP* b. *Windows 98* c. *Windows 3.1* Only Windows-based OSes can run Windows-based applications. Windows 3.1 could run only 16-bit applications, and Windows XP and Windows 98 support 16-bit applications in an effort to be backward compatible.

CAT: Technician Essentials and PC Anatomy 101 *What tools will help with hard drive maintenance? (Choose two.)* a. defrag.exe b. fdisk.exe c. chkdsk.exe d. mem.exe

a. *defrag.exe* c. *chkdsk.exe* defrag.exe and chkdsk.exe are both tools that can be used to perform standard maintenance on your hard drives.

CAT: Troubleshooting and Maintaining Windows *You need to automate the process of copying information from a Microsoft Excel spreadsheet into a Microsoft Word document. What tools could you use?* a. wscript.exe b. ScriptIt.exe c. config.sys d. Local ASP

a. *wscript.exe* wscript.exe can control applications that support ActiveX automation, such as Microsoft Word and Microsoft Excel.

CAT: Troubleshooting and Maintaining Windows *You need to automate a procedure on your computer. What tools could you use?* a. wscript.exe b. ScriptIt.exe c. config.sys d. Local ASP

a. *wscript.exe* wscript.exe, or Windows Script Host, can be used to automate processes.

CAT: Customized PCs and Multimedia Devices *Which of the following connectors is used for musical equipment?* a. MIDI b. HDMI c. DVI d. DisplayPort

a.*MIDI* The Musical Instrument Digital Interface (MIDI) connector is used for musical equipment such as keyboards, synthesizers, and sequencers. MIDI is used to create a clocking signal that all devices can synchronize to. The other three connectors, HDMI, DVI, and DisplayPort, are all video connectors.

CAT: Using and Managing Windows *Which of the following file extensions are associated with compression programs? Choose all that apply.* a. .com b. .zip c. .cmp d. .cab

b. *.zip* d. *.cab* PKZIP files use the .zip extension, and .cab files are a proprietary, Microsoft compression format.

CAT: Installing and Upgrading Windows *What is the minimum processor requirement for Windows 7?* a. 800 MHz b. 1 GHz c. 2 GHz d. 2 GB

b. *1 GHz* Windows 7 requires a minimum processor frequency of 1 GHz. Windows Vista requires 800 MHz. 2 GHz is not a valid answer for Windows as of the writing of this book. 2 GB is the minimum RAM requirement for 64-bit versions of Windows 7.

CAT: Networking *What is the transfer rate of Category 3 cabling?* a. 2 Mbps b. 10 Mbps c. 16 Mbps d. 100 Mbps

b. *10 Mbps* Category 3 cabling transfers information at 10 Mbps.

CAT: Networking *What port does POP3 use?* a. 22 b. 110 c. 42 d. 256

b. *110* POP3 uses port 110.

CAT: I/O and Input Ports and Devices *What will happen if a PCIe video card is used in a PCI slot?* a. A PCIe card used in a PCI slot will function properly with a firmware upgrade. b. A PCIe card cannot be used in a PCI slot. c. A PCIe card used in a PCI slot will function normally. d. A PCIe card used in a PCI slot will function at PCI speeds.

b. *A PCIe card cannot be used in a PCI slot.* You can't put a PCI Express (PCIe) card in a PCI slot! That's all there is to it. A card from one expansion bus cannot be used in another. However, if you had a PCIe x1 video card, you could install that to a x1 slot, x4 slot, or x16 slot.

CAT: Troubleshooting and Maintaining Windows *Which the following is the difference between a Stop Error (for example, stop C0098xxxx) and a Dr. Watson error?* a. A Dr. Watson error occurs before the Windows GUI appears. b. A Stop error is known as a blue screen and causes complete system failure. c. A Dr. Watson error is usually related to a damaged graphics adapter or memory chip. d. A Stop error writes the error to a memory dump file before restoring the system to a working state.

b. *A Stop error is known as a blue screen and causes complete system failure.* Stop errors are also known as blue screens (BSODs). They are a complete system failure that cannot be recovered from and the system has to be rebooted. Dr. Watson errors (common to Windows XP) occur while the OS is running. They are due to an application or system file failing but do not cause the entire system to crash.

CAT: I/O and Input Ports and Devices *Pin 1 on a ribbon cable is usually identified by what?* a. The number 1 inscribed on the connector b. A colored line on the wire leading to it c. A keyed connector d. Pin 1 is always on the left side of the connectors

b. *A colored line on the wire leading to it* Pin 1 is identified by a colored line on the side of the cable that contains Pin 1. Keyed connectors prevent you from putting the cable in the wrong way but do not specifically identify pin 1.

CAT: Using and Managing Windows *What is the difference between incremental and differential backups?* a. A differential backup turns off the archive bit, while an incremental backup leaves it alone. b. A differential backup leaves the archive bit alone, while an incremental backup turns it off. c. A differential backup backs up everything on the system, while an incremental backup only backs up things that have changed. d. Differential backup is just another name for an incremental backup—they're the same thing.

b. *A differential backup leaves the archive bit alone, while an incremental backup turns it off.* A differential backup is the same as an incremental backup, but it leaves the archive bit alone instead of turning it off.

CAT: Printers *With an inkjet printer, what causes the ink to vaporize?* a. Electrical charge b. A heating element within the ink cartridge c. A solenoid in each chamber of the ink cartridge d. Drying of the ink when the cartridge has not been used for some time

b. *A heating element within the ink cartridge* Within the ink cartridge, a heating element vaporizes the ink, forcing it to spray a drop out the pinhole in the nozzle.

CAT: Using and Managing Windows *What do you need to install a legal copy of Windows 7 Professional into a virtual machine using VMware Workstation?* a. A valid VM key b. A valid Windows 7 Professional installation media c. A valid ESX key d. A second NIC

b. *A valid Windows 7 Professional installation media* You need a copy of the Windows installation media to install Windows.

*Which of the following form factors dominates the PC industry?* a. AT b. ATX c. ITX d. CTX

b. *ATX* Almost al modern motherboards follow the ATX form factor.

CAT: Mobile Devices *You are concerned with the possibility of jailbreaks on your organization's iPhones, and viruses on the Android-based devices. What should you implement?* a. Firewall b. AV software c. Mobile Device Management d. Device reset

b. *AV software* You should implement antivirus (AV) software. This can protect against viruses and other malware as well as jailbreaks on Apple devices. As of writing this book, firewalls for mobile devices are not common, but that could change in the future. Mobile Device Management (MDM) is software that runs at a central computer enabling a user to configure and monitor multiple mobile devices. Device resets are used to restart the mobile device, or to reset it to factory condition depending on the type of reset, and the manufacturer of the device.

CAT: Networking *What is the first part of an Internet URL (for example, http://) called?* a. Pointer b. Access method c. Control source d. Activation header

b. *Access method* The first part of a URL represents the access method that is being used to connect to the server.

CAT: Networking *Which of the following defines simplex communication?* a. Allows information to be sent and received, but not at the same time b. Allows information only to be sent c. Allows information to be sent and received at the same time d. Allows information to be sent, but only after dependent information is received

b. *Allows information only to be sent* Simplex devices deliver information in only one direction.

CAT: Networking *Which of the following are descriptions or examples of unicast IPv6 addresses? (Select the two best answers.)* a. An address assigned to a group of interfaces where the packets are delivered to all interfaces b. An address assigned to one interface c. An address assigned to a group of interfaces where the packets are delivered to the first interface only d. A loopback address of ::1

b. *An address assigned to one interface only* d. *A loopback address of ::1* Unicast IPv6 addresses are addresses assigned to one interface on a host. Examples of unicast IPv6 addresses include Global unicast addresses that begin at 2000, link-local addresses that begin at FE80::/10, and the loopback address ::1. Addresses assigned to a group of interfaces where the packets are delivered to all interfaces are known as multicast addresses. Addresses assigned to a group of interfaces where the packets are delivered to the first interface only are known as anycast addresses.

CAT: Using and Managing Windows *Virtual memory contains which item?* a. A special section of memory used for caching data b. An area of a hard drive for caching data c. An expanded memory PCI expansion card d. An extended memory PCI expansion card

b. *An area of a hard drive for caching data* Virtual memory is created by using a page file, which resides on a hard drive. Disk caching uses memory to cache data from the hard drive.

CAT: Mobile Devices *You are required to set up a remote backup solution for an Android tablet. The files cannot be stored at any company location. Which technology should you select?* a. iCloud b. Android Cloud backup c. Microsoft Cloud d. Local NAS device

b. *Android Cloud backup* You would use the Android Cloud backup solution so that files can be backed up to a location outside the company. There are several other third-party solutions available as well. iCloud is the Apple solution for file backup, apps, and so on. The Microsoft Cloud has the same types of features in a variety of solutions. A company-based local network-attached storage (NAS) device would go against what you have been asked to do in the scenario. If the NAS was on the Internet or part of a cloud, that would be a different story.

CAT: I/O and Input Ports and Devices *How is serial data moved?* a. Across multiple cables at the same time b. As a sequential stream of data c. Using a bidirectional information algorithm d. Using multi-clock sequencing

b. *As a sequential stream of data* Serial cables move data sequentially, one bit at a time, and parallel cables allow for all 8 bits to be sent at one time.

CAT: Laptop and Notebook Computers *A user calls complaining that when he presses certain keys on his laptop, numbers print instead of the appropriate letters. What would you do?* a. Ask the user to ensure that the Cap Lock key is not enabled. b. Ask the user to ensure that Num Lock key is not enabled. c. Ask the user to not press the Shift key while typing. d. Ask the user to ensure that the Shift Lock key is not enabled.

b. *Ask the user to ensure that Num Lock key is not enabled.* Most laptops have a Num Lock option that when enabled, different letters will print numbers. These letters usually have a number printed on the key as well to display the functionality.

CAT: Security *Which of the following statements is true?* a. Authentication can be something a user knows such as a smart card. b. Authentication can be something a user is such as a fingerprint. c. Authentication can be something a user does such as a PIN or password. d. Authentication can be something a user has such as signature.

b. *Authentication can be something a user is such as a fingerprint.* Authentication can be carried out by utilizing something a user is, such as a fingerprint; something a user knows, such as a password or PIN; something a user has, such as a smart card or token; and something a user does, such as a signature or speaking words.

CAT: Using and Managing Windows *Which of the following is an executable that checks the integrity of an NTFS volume in Windows?* a. NetBEUI b. Autochk.exe c. Convert d. Regedit.exe

b. *Autochk.exe* Autochk.exe is an executable (and system process) that checks the integrity of an NTFS volume in Windows. It enables a Windows operating system to revert core system settings to their original state. Autochk is similar to chkdsk but autochk runs during system bootup (after a cold boot), whereas chkdsk will run in the command-line or in the Recovery Console. Autochk cannot run within the command-line. Autochk will be initiated if: 1. Chkdsk cannot gain exclusive access to the volume, 2. If you try to run chkdsk on the boot volume, and 3. If the volume to be checked is "dirty". For example, if a system hangs, and has open files, those files are considered to be dirty, and therefore the volume that houses them is also dirty, and is checked by autochk after a hard reset otherwise known as a cold boot. NetBEUI is a network protocol used by older, deprecated versions of Microsoft operating systems such as Windows 95/98, and Windows NT. It stands for NetBIOS Extended User Interface. It uses computer names to identify other computers on the network, does not use IP addresses, and therefore is not routable to other networks. This protocol is outdated and is not often found in networks. The convert command is used to change a FAT partition to NTFS without loss of data. Regedit.exe is the executable in Windows that opens the Registry Editor.

CAT: Installing and Upgrading Windows *Which tool would you use to back up data on the C: drive in Windows Vista?* a. NTBackup b. Backup Status and Configuration c. Task Manager d. ASR

b. *Backup Status and Configuration* Windows Vista's Backup Status and Configuration utility enables a user to back up files or the entire PC. It takes the place of Windows XP's NTBackup. The Windows 7 successor to this is Backup and Restore. The Task Manager is a tool that gives real-time performance statistics of the CPU, RAM, and network card, it allows you to stop services, processes, and applications. ASR stands for Automated System Recovery, an option in Windows XP's NTBackup that enables you to back up and restore the system state (user accounts, settings, boot files, and so forth). It requires a floppy disk for the ASR information in addition to the backup media.

CAT: Troubleshooting and Maintaining Windows *How does the system BIOS report major startup errors or configuration issues?* a. Screen flashes b. Beep errors c. Error message dialog boxes d. Audio interruptions

b. *Beep errors* Beep errors are the standard way that major system startup failures are reported to the user.

CAT: Security *You are troubleshooting a system which has been infected with a virus. You try to choose System Restore in order to revert to a previous restore point but the system does not respond. What should you do?* a. Reinstall the system b. Boot to safe mode, then try System Restore c. Delete all restore points and try again d. Do a virus definition update

b. *Boot to safe mode, then try System Restore* If you find that the System Restore feature is unresponsive, you should boot to safe mode, which loads minimal software and drivers in memory, and then try activating System Restore.

CAT: Using and Managing Windows *Which file contains ARC paths like the one shown here: default=multi(0)disk(0)rdisk(0)partition(1)\WINDOWS?* a. NTLDR b. Boot.ini c. Ntdetect.com d. Ntbootdd.sys

b. *Boot.ini* In Windows XP, Boot.ini contains all the ARC paths, which contain the path to the operating system through the hardware and the software. NTLDR is the boot loader file in Windows XP. Ntdetect.com searches for basic hardware on the system. Ntbootdd.sys is necessary if Windows XP is to boot off of a SCSI drive.

CAT: Motherboards and Processors *On a recent system, which of the following is typically configured with a jumper block on the motherboard?* a. PATA master/slave b. CMOS memory c. SATA speed d. PnP BIOS

b. *CMOS memory* A motherboard jumper is used to retain or clear CMOS memory on most systems. PATA master/slave jumpering is performed on each drive connected to a PATA port. Some SATA drives can be configured for slower speeds with a jumper block on the drive.

CAT: BIOS *What device on the motherboard retains variable information such as the time and date?* a. BIOS b. CMOS c. CR2032 d. Setup

b. *CMOS* The complementary metal-oxide semiconductor (CMOS) retains (stores) changing or variable information such as the time and date. It is volatile, so a lithium battery (usually a CR2032) is used to power the CMOS when the computer is off. The BIOS or setup can locate and identify devices but does not store the variable information mentioned. The term "Setup" is usually associated with the file (setup.exe) which installs Windows and programs to be installed to Windows.

CAT: Operational Procedures and Communications Methods *How can you make sure that your printouts match the colors displayed on your monitor?* a. Calibrate your GPU with a GPU calibrator. b. Calibrate your monitor and printer to use the same profile. c. Just buy an expensive monitor and printer; no setup is needed. d. Use RGB ink in your LaserJet printer.

b. *Calibrate your monitor and printer to use the same profile.* Setting up identical color profiles on your printer and monitor will ensure accurate colors.

CAT: Printers *You are now a manager of a technical services team. One of your technicians notices that a printer is jamming just above the printer tray. What should the technician do first to resolve the issue?* a. Clean the feeder rollers b. Clean the pickup rollers c. Replace the fuser d. Replace the drum

b. *Clean the pickup rollers* The technician should clean the pickup rollers. If they are dirty or oily, they could cause a paper jam directly behind or above the paper tray. The feeder rollers would cause a jam further in the printer. A fuser issue would cause a jam up toward the end of the printing path. The drum (or toner cartridge) will usually not cause a paper jam, but in the rare case, simply replace the toner cartridge.

CAT: Security *The first day on the job, Jill received a spreadsheet that listed approved software for users and clear instructions not to allow any unapproved software. What kind of policy must she follow?* a. Classification b. Compliance c. Group d. Security

b. *Compliance* Jill needs to enforce compliance to help keep the tech support calls at a minimum and the uptime for users at a maximum.

CAT: Networking *Which service is responsible for converting www.wiley.com to an IP address?* a. DHCP b. DNS c. WINS d. ARP

b. *DNS* DNS is responsible for converting fully qualified domain names to IP addresses. WINS converts the computer name to an IP address, DHCP is responsible for automatic configuration of TCP/IP, and ARP is responsible for converting IP addresses to MAC addresses.

CAT: Storage Devices *Which of the following media types are used by Super Multi DVD drive? (Select all that apply.)* a. Blue-ray (BD) b. DVD+RW c. DVD-R DL d. LS-240 Super Disk

b. *DVD+RW* d. *LS-240 Super Disk* Super Multi DVD drives can use any type of DVD recordable or rewritable media as well as CD. LS-240 SuperDisk is an obsolete floppy disk type, and BD (Blu-ray) is a higher-capacity optical media than DVD.

*Which of the following tools with help optimize the file system?* a. Backup b. Defragment c. ScanDisk d. Format

b. *Defragment* A defragmentation will optimize the file system. It will reorganize the clusters on the disk so that all the data that makes up a file is the same area so read/write heads will not have to jump around from one end of the disk to the other.

CAT: Video Displays and Video Cards *What Microsoft API supports 3-D graphics?* a. Active Desktop b. DirectX c. Glide d. OpenGL

b. *DirectX* Microsoft makes the DirectX API to support 3-D programs.

*What utility manages partitions in Windows XP?* a. Disk Administrator b. Disk Management c. Backup d. fdisk

b. *Disk Management* The Disk Management utility in Windows allows you to manage partitions and volumes.

CAT: Technician Essentials and PC Anatomy 101 *EPA stands for* a. Environmental Protection Association b. Environmental Protection Agency c. Environmental Preservation Agency d. Environmental Preservation Association exam-u.com

b. *Environmental Protection Agency* The Environmental Protection Agency (EPA) provides guidelines on how the components should be disposed of. exam-u.com

CAT: Troubleshooting and Maintaining Windows *Only 16-bit Windows applications will produce GPFs. True or False?* a. True b. False

b. *False* This is false. 16-bit applications will GPF more often and are responsible for most, but not all, GPFs.

CAT: Customized PCs and Multimedia Devices *What type of scanner is portable and is swiped over the object to be scanned?* a. Flatbed b. Handheld c. Sheetfeed d. Drum

b. *Handheld* A handheld scanner is carried around by the user, and the scanner is moved over the object to scan the object.

CAT: Installing and Upgrading Windows *Tom has a 30 GB hard disk partition (known as C:) on a Windows Vista computer. He has 1.5 GB free space on the partition. How can he defrag the partition?* a. He can run the Disk Defragmenter in Computer Management. b. He can run DEFRAG.EXE -f in the command line. c. He can run DEFRAG.EXE -v in the command line. d. He can run DEFRAG.EXE -A in the command line.

b. *He can run DEFRAG.EXE -f in the command line.* Use defrag.exe -f. You need to have 15 percent free space on your partition to defrag it in the Disk Defragmenter GUI-based utility. However, you can force a defrag on a partition even if you don't have enough free space by using the -f switch in the command line. (-f is not necessary in Windows 7.) The -v switch gives you verbose (or wordy) output. The -a switch gives analysis only and does not perform any defragmentation.

CAT: Printers *A thermal printer can create an image in which of the following ways? (Choose all that apply.)* a. Using a laser to heat the paper. b. Heating the paper with a special printhead. c. Heating a wax or resin-based ribbon with a special printhead. d. Using the bubble-jet process

b. *Heating the paper with a special printhead.* c. *Heating a wax or resin-based ribbon with a special printhead.* Thermal printers use a special printhead (not a laser) to heat the paper or the ribbon. Bubble-jet is a term used by Canon to describe its inkjet printing process.

CAT: Video Displays and Video Cards *What type of display is found on laptops?* a. CRT b. LCD c. RCT d. USB

b. *LCD* LCDs are found on laptops but are also used with desktop computers today.

CAT: Printers *With a laser printer, what creates the image on the photosensitive drum?* a. Primary corona b. Laser imaging unit c. Transfer corona d. Toner

b. *Laser imaging unit* The laser imaging unit creates an image on the photosensitive drum.

CAT: Printers *Which type of printer uses a toner cartridge?* a. Ink jet b. Laser c. Dot matrix d. Thermal

b. *Laser* Laser printers use toner cartridges. Inkjet printers use ink cartridges. Dot matrix printers use a ribbon. Thermal printers use specially coated paper that is heated.

CAT: Printers *Which of the following types of printers uses toner?* a. Impact b. Laser c. Inkjet d. Thermal

b. *Laser* The laser printer uses toner. Impact printers use ribbon, inkjet printers use ink cartridges, and thermal printers use specially coated paper.

CAT: Customized PCs and Multimedia Devices *The standard used by musical equipment to communicate with one another or with a computer is known as what?* a. OCC b. MIDI c. WAV d. Codec

b. *MIDI* Musical Instrument Digital Interface (MIDI) is the standard that allows musical instruments to communicate with one another or with the computer.

*What voltages should the two hot wires on a Molex connector read?* a. Red = 3.5 V; Yellow = 5 V b. Red = 5 V; Yellow = 12 V c. Red = 12 V; Yellow = 5 V d. Red = 5 V; Yellow = 3.3 V

b.* Red = 5 V; Yellow = 12 V* A Molex connector's red wires should be a 5 volts; the yellow wire should be at 12 volts.

CAT: Operational Procedures and Communications Methods *Which of the following statements is not assertive communication?* a. "I certainly know how you feel—losing data is a terrible thing." b. "Could you explain again exactly what you would like done?" c. "Do your employees always cause issues on computers like these?" d. "What can I do to help you?"

c. *"Do your employees always cause issues on computers like these?"* Asking a customer if employees always cause issues is just plain rude; this type of communication should be avoided. However, the other three statements are positive and helpful, or at least consoling. Stay away from being judgmental of the customer.

*What is the proper way to refer to the system root folder??* a. %System% b. &System& c. %SystemRoot% d. &SystemRoot&

c. *%SystemRoot%* The system root folder is referred to as %SystemRoot%.

CAT: Using and Managing Windows *Which of the following are extensions of executable files? Choose all that apply.* a. .ini b. .prg c. .exe d. .cmd

c. *.exe* d. *.cmd* .exe files are executable program files and .cmd files are text files similar to batch files but are treated as executable.

CAT: Installing and Upgrading Windows *The Windows XP disc contains which two tools for checking hardware and software compatibility?* a. The HCL and the HAL b. The HCL and the Windows Catalog c. The Windows Catalog and the Upgrade Advisor d. The Upgrade Advisor and the HCL

c. *The Windows Catalog and the Upgrade Advisor* The Windows XP disc contains the Windows Catalog and the Upgrade Advisor for checking hardware and software compatibility.

CAT: Printers *A customer tells you that a networked printer is not printing documents. You successfully ping the printer's IP address. What is the problem? (Select the two best answers.)* a. The printer is low on toner. b. The network cable is unplugged. c. The printer is out of paper. d. The gateway address on the printer is incorrect. e. The spooler is not functioning.

c. *The printer is out of paper.* e. *The spooler is not functioning.* The printer could simply be out of paper. Or, the spooler could be malfunctioning. If the printer is out of paper, fill all trays and suggest that the user check the trays every couple days or so. If the spooler is not functioning, you should restart the spooler service in the Services console window or in the Command Prompt with the net stop spooler and net start spooler commands. If the printer was low on toner, you would get weak print or completely blank pages. If the network cable was unplugged, you wouldn't be able to ping the printer. Printers don't always use gateway addresses, but if this one did, it wouldn't affect your ability to connect to it (as long as it was on the LAN). The gateway address is used so that the printer can communicate with computers beyond the LAN.

CAT: I/O and Input Ports and Devices *If you attempt to scan an item and the scanner light assembly does not move, what is most likely the problem?* a. The scanner is frozen. b. The scanner is broken. c. The scanner light assembly is locked. d. The scanner light assembly is resetting.

c. *The scanner light assembly is locked.* The scanner light assembly is most likely locked.

CAT: Networking *You have been asked by the company to create and install a network. You have decided that you are using Category 5e. Which of the following is the most common type of cable used by Cat5e? (Choose all that apply.)* a. STP b. Coaxial c. UTP d. Thin-net

c. *UTP* UTP cable comes in various grade, of which Category 5e is the most common of the standard cabling grades. Category 5e cabling is suitable for use with both standard 10Base-T and Fast Ethernet networking, and can also be used for Gigabit Ethernet networks if it passes compliance testing. STP is a form of cabling also available in Cat5e but is used only when shielding from EMI/RFI is necessary, as it is more expensive, bulkier, and harder to work with than UTP.

CAT: Using and Managing Windows *You are setting up an external drive for use with scheduled backups in Windows 7. The drives use the FAT32 file system. Which of the following should you do to make the drive ready to use?* a. Nothing. b. Use Disk Management. c. Use CONVERT.EXE d. Format

c. *Use CONVERT.EXE* Windows Backup requires the use of a hard disk drive using NTFS for scheduled backups. CONVERT.EXE is designed to convert the file system from FAT32 to NTFS without deleting files.

CAT: Mobile Devices *What information do you need to connect an Android-based tablet to an IMAP account?* a. POP3 server DNS name b. Username and password c. Username, password, sending and receiving server addresses d. Exchange server name, username, and password

c. *Username, password, sending and receiving server addresses* To connect an Android-based tablet to an IMAP account, you'll need a user-name and password and the sending and receiving server addresses.

CAT: Technician Essentials and PC Anatomy 101 *You can prevent damage from the ESD by* a. Keeping the air dry b. Using a multimeter c. Using a grounding wrist strap d. Using a static meter exam-u.com

c. *Using a grounding wrist strap* You can prevent damage from ESD by using a grounding wrist strap. exam-u.com

CAT: Customized PCs and Multimedia Devices *A CAD/CAM workstation running AutoCAD is displaying rotating 3D images very slowly. The customer needs the images to rotate quickly and smoothly. What should you upgrade on the computer? (Select the best answer.)* a. CPU b. RAM c. Video card d. Hard drive

c. *Video card* The video card should be your first stop on the upgrade express train. Images that do not display properly are usually due to a subpar video card. CAD/CAM workstations require a powerful video card. The CPU will also play into this, especially when rendering images, so that is the second thing you should check. View the Windows Experience Index details to find out what has the lowest score and go from there. The video card will most likely be the lowest. CAD/CAM workstations often require video cards that can cost thousands of dollars. Always read the directions carefully and set up massive ESD prevention techniques prior to installing a card this expensive. RAM is not as important to the CAD/CAM workstation, as long as it has enough to run Windows and the AutoCAD software. The hard drive doesn't play much of a factor while the CAD software is running.

CAT: Security *Which of the following protocols should you set up for the most secure wireless connection?* a. WEP b. WPA c. WPA2 d. WAP

c. *WPA2* WPA2 is more secure than all the rest. WAP is actually short for wireless access point; don't mix them up! WEP is deprecated and should be avoided unless it is the only option available. The best wireless encryption method on most SOHO wireless access points is WPA2 with AES.

CAT: Security *What software allows the network administrator to deploy patches to all the systems on the network after they are downloaded to a central server?* a. Virus protection software b. Virus definitions c. WSUS d. Trojans

c. *WSUS* WSUS can deploy updates to all systems on the network.

CAT: Power Supplies and System Cooling *If you are dealing with a power issue, what should you check first?* a. Input devices b. Cabling c. Wall outlet d. Power supply

c. *Wall outlet* You should check the wall outlet first if you are dealing with a power issue. Since power comes from the AC outlet, it should be foremost on your mind. Now, if you already deduced that the wall outlet is not causing a problem, check the power supply next. Input devices won't often cause a power issue unless they are active devices, meaning they plug into an AC outlet. But once again, you would unplug them and check the AC outlet that they are plugged into. Phone and network cabling can carry power surges and spikes, especially if they are not installed or grounded properly. However, it is less likely that the power issue emanates from a cable. After checking the wall outlet and power supply, unplug these from the computer when troubleshooting power issues.

CAT: Power Supplies and System Cooling *Power supplies are rated using which of the following units?* a. Amps b. Volts c. Watts d. Output

c. *Watts* Power supplies are rated in watts, and the more watts a power supply provides, the more devices it can safely power.

CAT: Networking *Which of the following cellular data technologies is often considered 4G?* a. EDGE b. UMTS c. WiMAX d. CDMA

c. *WiMAX* WiMAX is usually considered a 4G cellular data technology.

CAT: Installing and Upgrading Windows *You can upgrade directly to Windows 7 from which of these operating systems?* a. Windows 2000 b. Windows XP c. Windows Vista d. All of the above

c. *Windows Vista* You can upgrade directly to Windows 7 from Windows Vista.

CAT: Using and Managing Windows *What Windows 7 feature allows running incompatible applications on the Windows 7 computer?* a. Backward Compatibility Mode b. Windows 7 16-bit Mode c. Windows XP Mode d. Windows 7 Mode

c. *Windows XP Mode* Windows XP Mode provides application compatibility through a Windows XP Virtual PC.

CAT: Networking *Which troubleshooting command enables you to determine connectivity problems on a Windows XP computer that cannot connect to the Internet?* a. ipconfig /release b. ipconfig /flushdns c. ipconfig /all d. ipconfig /renew

c. *ipconfig /all* ipconfig /all gives the most information about the network connection. Many networking issues can be analyzed and troubleshot from this command. ipconfig /release and ipconfig /renew are for releasing and renewing DHCP addresses. ipconfig /flushdns purges the DNS resolver cache.

CAT: Using and Managing Windows *What command enables you to make a new directory in a Windows 7 Professional system?* a. mf b. mkfol c. md d. makedir

c. *md* md enables you to make a directory or folder. You can also use the older form, mkdir.

CAT: Customized PCs and Multimedia Devices *Which kind of form factor is commonly found in HTPCs?* a. ATX b. Pico-ITX c. microATX d. Nano-ITX

c. *microATX* Home theater PCs (HTPCs) commonly use the microATX form factor. The Mini-ITX form factor is also used for HTPCs. Less commonly used is the ATX form factor due to its large size. Pico-ITX and Nano-ITX are used in handheld computers and are much smaller.

CAT: Storage Devices *A customer is having difficulties with his hard drive, and the system won't boot. You discover that the operating system has to be reloaded. What is the best way to explain this to the customer?* a. "I need to rebuild the computer." b. "I need to format the hard drive and reload the software." c. "I need to FDISK the computer." d. "I need to restore the system; data loss might occur."

d. *"I need to restore the system; data loss might occur."* Always explain specifically and exactly what you must do and what the ramifications are. Do not use acronyms or jargon, and make sure the customer is fully aware of the situation.

CAT: I/O and Input Ports an Devices *What is the maximum cable length of an internal SATA device?* a. 2 meters b. 12 inches c. 18 inches d. 1 meter

d. *1 meter* The maximum cable length of an internal SATA device is 1 meter.

CAT: Networking *What is the maximum distance of fiber optic cabling?* a. 100 meters b. 185 meters c. 500 meters d. 2 kilometers

d. *2 kilometers* Fiber optic cabling has a maximum distance of about 2 km.

*What is the allocation unit for the storage of a file?* a. Sector b. Track c. Partition d. Cluster

d. *Cluster* Files are written to clusters on the disk. Only one file can occupy a cluster, regardless of whether the file fills the entire cluster.

CAT: Networking *Which service is responsible for automatically assigning IP address information to each computer on the network?* a. DNS b. WINS c. winipcfg.exe d. DHCP

d. *DHCP* Dynamic Host Configuration Protocol (DHCP) is a service on a server that automatically assigns IP address information to each computer on the network, saving the network administrator from having to manually configure each computer.

CAT: Networking *Which of the following is used to format Web pages?* a. HTTP b. WWW c. SSL d. HTML

d. *HTML* HTML (HyperText Markup Language) is the formatting language or standard for Web pages.

CAT: Laptop and Notebook Computers *What type of laptop memory is installed in all newer model laptops?* a. DIMM b. SIMM c. SDRAM d. SODIMM

d. *SODIMM* Small outline DIMMs are used on virtually all laptop in use.

CAT: Security *What technology is typically used to encrypt traffic between a Web server and Web browser?* a. DoS b. IPSec c. Smart card d. SSL

d. *SSL* Secure Socket Layer (SSL) is used to encrypt Web traffic. You can identify whether you are on a secure Web site by looking for the lock icon at the bottom of the screen.

*Which of the following is an example of hybrid topology?* a. Bus b. Ring c. Star d. Star bus

d. *Star bus* A start bus topology, like the one used with Ethernet networks, is a hybrid topology.

*When Jan proudly displayed her new motherboard, the senior tech scratched his beard and asked, "What kind of ICH does it have?" What could he possibly be asking about?* a. The AMR slot b. The CNR slot c. The Northbridge d. The Southbridge

d. *The Southbridge* Intel calls their Southbridge chips the I/O Controller Hub (ICH) on may of their chipsets.

*What does a black down arrow next to a device in Device Manager indicate?* a. A compatible driver has been installed that may not provide all of the functions for the device. b. The device is missing or Windows cannot recognize it. c. The system resources have been assigned manually. d. The device has been disabled.

d. *The device has been disabled.* The device has been disabled.

*A modern printer usually plugs into which of the following ports?* a. DB-9 b. DB-25 c. Mini-DIN d. USB

d. *USB* A modern printer usually plugs into a USB.

CAT: Troubleshooting and Maintaining Windows *You are working on a computer running the Windows 7 operating system. You get a boot error. What option would you use first to recover your system to normal?* a. NTBACKUP b. System Restore c. ASR Disk d. WinRE

d. *WinRE* WinRE is a set of tools included in Windows 7, Windows Vista, and Windows Server 2008. It takes the place of the Recovery Console used in Windows XP. Also known as a System Recovery Options, WinRE's purpose is to recover Windows from errors that prevent it from booting.

CAT: Troubleshooting and Maintaining Windows *Which operating system uses regedt32.exe?* a. MS-DOS b. Windows 95 c. Windows 98 d. Windows 2000

d. *Windows 2000* Only Windows NT, Windows 2000, and Windows XP use regedt32.exe.

CAT: Troubleshooting and Maintaining Windows *What is the name of the command-line version of Windows Script Host?* a. ComScript.exe b. wscript.exe c. cmscript.exe d. cscript.exe

d. *cscript.exe* cscript.exe is the command line script interpreter.

CAT: Using and Managing Windows *You are working on the help desk, and you receive a call from Mary. She is looking for a file that is saved on her hard drive. She has forgotten the name she gave it, but she knows that the title contains the word "budget" and that it is a Microsoft Excel spreadsheet. What command will best help her locate her document?* a. dir *budget.xls b. dir *budget*.xls /b c. dir *.budget*.xls /s d. dir *budget*.xls /b /s

d. *dir *budget*.xls /b /s* Although C looks like a good choice as well, using the subdirectory switch, it has an additional period in the search string, so will not return as many files and will work only if Mary's document has a period in front of the word budget.

CAT: Troubleshooting and Maintaining Windows *What command would you use from Recovery Console to attempt to repair the boot sector?* a. listsvc b. disable c. systemroot d. fixboot

d. *fixboot* fixboot is the command to repair the boot sector.

CAT: Customized PCs and Multimedia Devices *You are building an HTPC. Which form factor and video output should you select?* a. ATX and DVI b. Mobile-ITX and HDMI c. Pico-ITX and RG-6 d. microATX and HDMI

d. *microATX and HDMI* You should select the microATX form factor and the HDMI video output for an HTPC. ATX is acceptable but won't fit in most HTPC designed cases. Mobile-ITX and Pico-ITX are used by ultra-mobile PCs (UMPCs) and smartphones. DVI is the standard video connector for regular PCs, but for a true multimedia experience you want HDMI—not only for its capabilities with HD formats, but also because it carries HD audio signal as well. RG-6 is the network connection on a cable modem or set-top box (STB).

CAT: Technician Essentials and PC Anatomy 101 *You are evaluating a collection of add-on cards to determine which cards should be retained as spares. Obsolete cards that will be discarded include ISA cards and EISA cards for desktops and, for laptops, PC Cards that must use a special device to enable a network or modem cable to be connected to the card. The extension is known as* a. header cable b. gender changer c. port adapter d. Express Card e. dongle f. PCMCIA card

e. *dongle* The step that includes "verify full system functionality and, if applicable, implement preventative measures" is the fifth step of the six steps in the process.

CAT: Technician Essentials and PC Anatomy 101 *You are checking contents of your computer toolkit before performing upgrades on a desktop computer. Which of the following tools in your toolkit should be used to verify proper operation of the power supply?* a. Cable tester b. Wrist strap c. Loopback plugs d. Torx drivers e. multimeter f. Crimper

e. *multimeter* The multimeter is used to test the power supply by checking the actual output against the rated voltage for various wires in the power supply connection to the motherboard.

*Which of the following describes the cabling for internal SCSI?* a. 40-wire ribbon cable b. 34-wire ribbon cable c. 50-wire ribbon cable d. None of the above

c. *50-wire ribbon cable* An internal SCSI connector uses a 50-wire ribbon cable, an IDE device uses a 40-wire ribbon cable, and a floppy drive uses a 34-wire ribbon cable.

CAT: I/O and Input Ports and Devices *What is the data transfer rate of DMI version 2.0?* a. 1000 Mbps b. 20 Gb/s c. 3.0 Gb/s d. 5 Gbps

b. *20 Gb/s* The Direct Media Interface (DMI) connection has a data transfer rate of 20 Gb/s or 2.5 GB/s. The DMI is the high-speed point-to-point interconnection mechanism between the CPU and the chipset. 1000 Mbps is the data transfer rate of gigabit Ethernet. 3.0 Gb/s is the data rate of SATA revision 2.0. 5 Gbps is the data rate of USB 3.0.

CAT: Customized PCs and Multimedia Devices *What is the name of the standard digital connection that replaces many analog connections on some sound cards?* a. CD audio connector b. AUX connector c. TAD connector d. S/PDIF connector

d. *S/PDIF connector* The S/PDIF connector can replace analog connections on some sound cards.

*When installing SIMM memory, what do you look for to identify Pin 1 on the memory module?* a. Square solders b. Red ribbon wire c. Blue ribbon wire d. SIMM cutout

d. *SIMM cutout* When looking at the memory module, you will notice that one side of the module is cut out. This indicates where pin 1 is located on the module. There are no ribbon wires on a memory module.

*How many bits are in a MAC address?* a. 24 b. 36 c. 48 d. 64

c. *48* MAC addresses are 48-bit.

CAT: Video Displays and Video Cards *Which of the following steps should you take when maintaining monitors? (Choose all that apply.)* a. Do not block ventilation holes in the CRT and LCD displays. b. Use antistatic cleaners made for electronics to clean screens and other surfaces. c. Do not spray cleaners directly onto screens or enclosures. d. Use thumbscrews to hold VGA and DVI cables in place on displays, projector and video cards. e. When a system is opened for upgrades or service, check the condition of the cooling features of the video card. Remove hair, dust, or dirt in or on the heat sink, cooling fan, fan shroud, or heat pipe radiator. Make sure airflow around and behind the video card is not obstructed by cables, dirt dust or other components. f. Allow plenty of clearance around the video card slot. Don't use the slot next to the video card if the card would limit airflow to the video card's cooling features.

*A, B, C, D, E, F,* It is recommended that you use all of the solutions listed to help prevent problems with your monitor as well as with your video card.

CAT: Video Displays and Video Cards *Which of the following is not a video port?* a. DVI b. HDMI c. DisplayPort D. CNR

D. *CNR* CNR is not a video port. It stands for Communications and Networking Riser; an adapter card slot used by audio and telephony equipment. DVI is the Digital Visual Interface, the most common output on PC video cards. HDMI is the High-Definition Multimedia Interface, common in home theaters and HTPCs. DisplayPort is another video standard used by some PCs. It is designed to replace DVI but is still not as common as DVI as of 2012.

*What voltages does an ATX12V P1 connector provide for the motherboard?* a. 3.3 V, 5V b. 3.3 V, 12V c. 5 V, 12 V d.3.3 V, 5 V, 12 V

d.*3.3 V, 5 V, 12 V* An ATX 12V power supply P1 connector provides 3.3, 5, and 12 volts to the motherboard.

CAT: Networking *You have been asked to recommend a network topology to use in a new network. Which of the following are valid network topologies?* a. Bus b. Star c. Ring d. Mesh e. All of these options are correct.

e. *All of these options are correct.* Bus, star, ring, and mesh topologies are used in the field today. You can use these techniques to supply network connectivity to your client computers.

CAT: Operational Procedures and Communications Methods *A customer reports that an optical drive in a PC is no longer responding. What question should you ask first?* a. "What has changed since the optical drive worked properly?" b. "Did you log in with your administrator account?" c. "What did you modify since the optical drive worked?" d. "Have you been to any inappropriate websites?"

a. *"What has changed since the optical drive worked properly?"* You should first ask if anything has changed since the optical drive worked properly. Don't blame the user by asking what "you" modified; it implies that you think the user caused the issue. Always ask if anything has changed first before any other questions. Try not to accuse a user of accessing inappropriate websites because this could be considered inflammatory and harassment. Think like a robot with the single purpose of fixing the problem, but act like a professional and courteous human being!

CAT: Installing and Upgrading Windows *What setup switch points the Windows installation to an answer file?* a. /U: <file> b. /UDF:<file> c. /UDF:number,<file> d. /A:<file>

a. */U: <file>* To point Windows to an answer file, run winnt.exe with a /U: switch followed by the path to the file that has the answers to use for the installation.

CAT: Networking *Typical client Bluetooth implementations have what ranges? (Select all that apply.)* a. 1 meter b. 5 meters c. 10 meters d. 25 meters

a. *1 meter* c. *10 meters* Bluetooth technology has ranges of 1, 10, and 100 meters depending on the class of devices that are being used.

CAT: Technician Essentials and PC Anatomy 101 *When making configuration changes during the troubleshooting process, what practices should be followed? Choose all that apply.* 1. Apply one configuration change at a time. 2. Discount the obvious. 3. Back up any settings or files that you need to change. 4. Test related components. a. 1, 3 b. 1, 4 c. 2, 3 d. 2, 4 exam-u.com

a. *1, 3* Before applying any changes to the system, relevant files and settings should be backed up so that the changes can be reversed or critical files can be restored if anything goes wrong. You should apply one change at a time so that you will know what change actually resolved the problem. Although testing related components is part of the overall troubleshooting process, it does not necessarily apply to making configuration changes. You should not discount the obvious. exam-u.com

*What components influence the purchase decision of a power supply? (Select all that apply.)* *1. Hard drive* *2. Monitor* *3. RAM* *4. Parallel port scanner* a. 1, 3 b. 1, 4 c. 2, 3 d. 2, 4

a. *1, 3* Both of these devices, as well as most other internal devices, affect the total power required by a power supply. Monitors have their own internal power supplies, and most parallel port scanners come with their own AC adapters.

CAT: Installing and Upgrading Windows *What is the default initial size of virtual memory in Windows?* a. 1.5 times RAM b. 3 times RAM c. 6 times RAM d. The same as the amount of RAM on the system

a. *1.5 times RAM* By default, Windows (when first installed) analyzes the amount of RAM in the computer and sets the hard drive's initial virtual memory size to 1.5 times that amount. Maximum size is set to 3 times RAM. So, for example, if a user has 1 GB of RAM (1024 MB), the initial virtual memory file (pagefile.sys) is 1.5 GB (1536 MB) and the maximum file size is 3 GB (3072 MB). You can also configure Windows to automatically manage the paging file size.

CAT: Using and Managing Windows *A computer in a Windows workgroup can have how many concurrent connections?* a. 10 or fewer b. 15 or fewer c. 20 or fewer d. 25 or fewer

a. *10 or fewer* Any Windows computer in a Windows workgroup can have 10 maximum concurrent connections to it over the network. If you need more, you will want to consider a Microsoft Domain. There are versions of Microsoft's Small Business Server that allow maximums of 25 concurrent connections and 75 connections. If you need more than that, then you require the full version of Windows Server.

CAT: Networking *What is the maximum distance of UTP cable?* a. 100 meters b. 185 meters c. 250 meters d. 500 meters

a. *100 meters* The maximum distance of UTP cable is 100 meters.

CAT: Installing and Upgrading Windows *You have been asked to install Windows 7 on a computer currently running Windows XP. You first need to verify whether the system can run the new operating system. What is the minimum processor speed that will run Windows 7?* a. 1000MHz b. 1.5GHz c. 800MHz d. 850MHz

a. *1000MHz* Some older systems might require processor, memory, or hard disk upgrades to be qualified to run Windows 7. You should make sure your computer meets or exceeds these standards before you start to upgrade process.

*What is the proper voltage for U.S. electrical outlet?* a. 120 V b. 60 V c. 0 V d. -120 V

a. *120 V* U.S. outlets run at 120 V.

CAT: RAM *Which of the following data rates are supported by PC3-10600 memory?* a. 1333 MT/s and 1066 MT/s b. 1066 MT/s and 800 MT/s c. 1600 MT/s and 1333 MT/s d. 1600 MT/s and 800 MT/s

a. *1333 MT/s and 1066 MT/s* If a motherboard supports it at all, the board will support PC3-10600 running at 1,333 megatransfers per second (MT/s) and at 1066 MT/s. A PC3-10600 module is DDR3-1333. The default data rate is 1333 MT/s, but it can be underclocked to 1066 MT/s. You might see this referred to as 1333 and 1066 MHz, respectively, but that is not accurate. DDR3-1333 actually has an I/O bus clock rate of 667 MHz; it's the data rate that is 1333 MT/s. Most motherboards can underclock a RAM module by at least one step if necessary. For example, if you have a motherboard that can normally only handle DDR3-1066 memory modules, you could still install DDR3-1333 memory modules, but they would be automatically underclocked to 1066. If you were to see this question expressed as the I/O bus clock rate, then PC3-10600 would run at 667 MHz (the default) and 533 MHz (underclocked). Some RAM modules and motherboards support underclocking even further; for example, in this scenario as low as 400 MHz (800 MT/s.) Of course, another option (though not recommended) would be to overclock the motherboard to meet the data rate of the new RAM. The key in this question is to know the various data rates of DDR. To sum up: Any particular memory module will usually run at least one step slower than its default rate.

CAT: Customized PCs and Multimedia Devices *A Compact Disc you use is rated at a speed of 48X. What does the X refer to?* a. 150 KB/s b. 1.32 MB/s c. 133 MB/s d. 4.5 MB/s

a. *150 KB/s* The X in CD technology is equal to 150 KB/s. A 1X drive can read or write 150 KB/s, a 2X drive can read or write 300 KB/s, and so on. A typical speed for today's CD-ROM drives is 48X. This comes to 7.2 MB/s total. 1.32 MB/s is the 1X speed of a DVD. 133 MB/s is the maximum data transfer rate of an Ultra ATA-7 connection (IDE hard drive). 4.5 MB/s is the 1X speed of a Blu-ray disc.

CAT: Networking *Which of the following is a difference between a cellular WAN card and a WLAN card?* a. A cellular WAN card requires a subscription to a cellular provider, while a WLAN card can work without provider payment. b. A cellular WAN card will work on most public wireless access points, while a WLAN card is more proprietary. c. A WLAN card generally has a range of 6 miles, while a cellular WAN card is limited in range to 1,200 feet. d. A WLAN card is usually an external card, while a cellular WAN card is usually an internal card.

a. *A cellular WAN card requires a subscription to a cellular provider, while a WLAN card can work without provider payment.* The only real difference listed between cellular WAN cards and WLAN cards is that a cellular WAN card requires a subscription to a cellular provider, while a WLAN card can work without provider payment. There are plenty of free Wi-Fi (WLAN) networks out there. It is cellular WAN cards that are more proprietary. You would have to get a WAN card that matches your service: AT&T, Verizon, and so on. On to the other answers: It is the WAN card that has a range of miles, whereas the WLAN card will be limited to 820 feet outdoors (if 802.11n less for other WLAN standards). Finally, both WLAN and WAN cards can be external or internal. Remember that Wireless LAN (WLAN) technologies that are ratified by the IEEE such as 802.11n and 802.11g are commonly referred to as Wi-Fi. However, remember that Wi-Fi is a registered trademark, and the actual technologies you are using are technically known as WLAN.

CAT: I/O and Input Ports and Devices *Which of the following can cause problems with keyboards? (Choose all that apply.)* a. A damaged keyboard connector on the computer. b. A damaged keyboard cable. c. Dirt, dust, or gunk in the keyboard. d. None of these apply.

a. *A damaged keyboard connector on the computer.* b. *A damaged keyboard cable.* c. *Dirt, dust, or gunk in the keyboard.* When more than one USB device is not recognized by Windows, one possible reason is that the USB ports have not been enabled in the BIOS program. Disabling the device in Windows only makes Windows ignore the device regardless of what you do in the BIOS, thus making the problem worse. Reinstalling the driver could be a possible solution if only one USB device is malfunctioning or is not recognized properly by Windows. Flashing the BIOS isn't necessary in a scenario like this is definitely not the first thing to check.

CAT: Laptop and Notebook Computers *Which of the following expansion options requires a proprietary connection on the laptop?* a. A docking station b. A laptop case c. A smart card d. None of these options is correct

a. *A docking station* A docking station requires a proprietary bus connector.

CAT: Using and Managing Windows *What does a yellow exclamation point next to a device in the Device Manager indicate?* a. A driver is not properly installed for this device. b. The device is disabled. c. The driver is not digitally signed. d. The device driver needs to be upgraded.

a. *A driver is not properly installed for this device.* If you see a yellow exclamation point in the Device Manager, this indicates that the device does not have a proper driver. If the device is disabled, it will have either a down arrow (for Windows 7/Vista) or a red x (Windows XP). If a driver was not digitally signed, the device might show up in the Unknown devices category until it is installed properly. If a device has a working driver, then upgrading it will be up to you, but you won't necessarily be notified of this.

CAT: Motherboards and Processors *Which of the following is a unique characteristic of a dual-core processor versus a single-core processor?* a. A dual-core processor has two cores, with separate caches, on the same physical chip. b. A dual-core processor has several unique cores, with the same cache, on two different chips. c. A dual-core processor uses higher voltage than a single-core processor. d. A dual-core processor requires more RAM to function than a single-core processor.

a. *A dual-core processor has two cores, with separate caches, on the same physical chip.* A dual-core processor has two cores, with separate caches, on the same physical chip. A processor with several cores would be known as multi-core (quad-core or hex-core). Dual-core processors are generally more efficient than older single-core processors and often use less voltage. A dual-core processor does not require more RAM than a single-core, but it usually requires more cache memory. Every core of a multi-core CPU has its own L1 and L2 cache.

CAT: BIOS *What are BIOS beep codes used for? (Choose two.)* a. A fatal error b. A system message c. A serious error d. A warning message

a. *A fatal error* c. *A serious error* Beep codes are used by most BIOS versions to indicate either a fatal error or a serious error. A fatal error is an error that is so serious that the computer cannot continue the boot process. A fatal error includes a problem with the CPU, the POST ROM, the system timer, or memory. Serious error beep codes report a problem with your video display card or circuit. Although systems can boot without video, you do not want to boot without video because you can't see what the system is doing.

CAT: Printers *You are trying to print a complex page on an HP LaserJet printer. A 20 error appears. Which of the following happens when you press Go on the printer?* a. A partial page prints. b. You must remove a paper jam before you can print. c. You see directions for replacing the toner cartridge. d. The full page prints after a delay.

a. *A partial page prints.* An Error 20 is a memory error, indicating the page being printed needs more RAM than the printer has. A partial page is printed when you press Go. A paper jam displays a different error.

CAT: Printers *You want a printer on the network to have its own IP address. Which of the following methods of connecting the printer can provide this? (Choose all that apply.)* a. A print server b. A printer NIC card c. A Bluetooth adapter d. A USB port

a. *A print server* b. *A printer NIC card* To add support for Ethernet local area networking to a printer that does not have built-in networking capability, connect it to an Ethernet print server. Print servers are available i versions that support USB or parallel printers and enable the printer to be accessed via the print server's IP address. Some printers also support the installation of an optional printer NIC card.

*Which of the following most accurately describes the relationship between BIOS and hardware?* a. All hardware needs BIOS. b. All hardware that attaches to the motherboard via ribbon cables need BIOS. c. All hardware built into the motherboard needs BIOS. d. Some hardware devices need BIOS.

a. *All hardware needs BIOS.* All hardware need BIOS!

CAT: BIOS *What happens when the CMOS battery fails?* a. All the CMOS configuration information is lost. b. The computer won't boot. c. The computer is destroyed. d. The motherboard is dead.

a. *All the CMOS configuration information is lost.* If the CMOS battery fails, it will lose all information, such as time/date, CPU information, and drive types.

CAT: Networking *Which of the following best describes the differences between a switch and a router?* a. A switch interconnects devices on the same network so that they can communicate, whereas a router interconnects one or more networks. b. A router broadcasts all data packets that are sent on the network, and a switch transmits data directly to the device. c. A switch broadcasts all data packets that are sent on the network, and a router transmits data directly to the device. d. A switch interconnects one or more networks, whereas a router interconnect devices on a network.

a. *A switch interconnects devices on the same network so that they can communicate, whereas a router interconnects one or more networks.* A switch interconnects devices on the same network so that they can communicate, whereas a router interconnects one or more networks. Remember that the switch is in charge of connecting devices on the LAN. But the router is in charge of connecting the LAN to another LAN, to the Internet, or to both. Multifunction network devices make matters confusing; they combine the functionality of a switch, a router, a wireless access point, and a firewall. Physically, the four-port section of the device is the switch portion and the single port that leads to the Internet is the router portion.

CAT: Using and Managing Windows *What is Data Execution Prevention (DEP)?* a. A technology that prevents viruses from taking over programs loaded in system memory b. A technology that enables you to set permissions for different users on your computer c. A technology that prevents programs from being installed on your computer d. A technology that prevents files from being written to your hard drive

a. *A technology that prevents viruses from taking over programs loaded in system memory* Data Execution Prevention, introduced in Windows XP Service Pack 2, prevents viruses from taking control of programs loaded into memory.

*Which end of the USB cable plugs into the PC?* a. A b. B c. Mini-A d. Mini-B

a. *A* Plug A connector into the PC.

*Which of the following best describes AGP?* a. AGP slots have a direct path to the processor to help increase performance of AGP devices. b. AGP cards run at 33 MHz. c. AGP runs at 66 MHz and gets access to the processor through the PCI bus. d. AGP stands for Advanced Graphics Port and is used to install additional video memory. exam-u.com

a. *AGP slots have a direct path to the processor to help increase performance of AGP devices.* The AGP slot runs at 66 MHz and has a direct path between the slot and the processor so that information will not have to travel through one of the slower bonuses. AGP stand for Advanced Graphics Port and is used to install a video card, not video memory. exam-u.com

CAT: Motherboards and Processors *Which of the following are AMD CPU sockets? (Select the three best answers.)* a. AM3 b. 1155 c. FM1 d. 775 e. G34

a. *AM3* c. *FM1* e. *G34* The AM3, FM1, and G34 are all AMD CPU sockets. The AM3 is used to house Phenom II, Sempron, and Athlon II CPUs. The FM1 is used with the Llano CPU. G34 is a replacement of the F socket and is used with Opteron CPUs. These are all Pin Grid Array (PGA) sockets. The Intel LGA1155 works with Core i3, i5, i7, and Xeon CPUs. The older LGA775 works with Core 2 Duo, Core 2 Quad, and older Xeon CPUs.

CAT: Mobile Devices *What type of CPU do mobile device use?* a. ARM b. Core i7 c. Phenom II d. Pentium

a. *ARM* Most commonly, mobile devices use ARM (Advanced RISC Machine) CPUs, Core i7, Phenom II, and older Pentium are used by desktop and laptop computers.

CAT: I/O and Input Ports and Devices *Which of the following can be used to verify settings between the computer and a connected modem?* a. AT&V b. IRQ c. MBR d. QPI

a. *AT&V* The AT&V modem diagnostic command is used to verify connectivity and display settings between a computer and a connected dial-up modem. Most modem commands begin with AT. IRQ stands for Interrupt ReQuest, a number assigned to a device that allows it to initiate communication with the CPU. The MBR is the master boot record. A boot sector on PCs, it is 512 bytes in size and is within the first sector of the hard drive. It often holds the partition table and/or bootstrapping information. QPI stands for QuickPath Interconnect, an Intel technology that connects the chipset to the CPU. It is a more powerful version of the Direct Media Interface (DMI).

CAT: I/O and Input Ports and Devices *What is the AT command to call 555-5555?* a. ATDT 555-5555 b. ATA 555-5555 c. ATH 555-5555 d. ATZ 555-5555

a. *ATDT 555-5555* The ATDT command is used to dial a number. Refer to "AT commands."

CAT: Motherboards and Processors *Which of the following motherboards would you select if you need the largest number of expansion slots?* a. ATX b. microATX c. Mini-ITX d. FlexATX

a. *ATX* ATX motherboards typically have seven expansion slots, compared to four or fewer for the other form factor listed.

CAT: Networking *In which mode do all the wireless devices connect directly to each other?* a. Ad hoc mode b. Circular mode c. Infrastructure mode d. Mesh mode

a. *Ad hoc mode* In ad hoc mode networks, all the nodes connect directly to each other.

CAT: Video Displays and Video Cards *What two tabs can you utilize to configure the vertical refresh in Windows 7?* a. Adapter tab b. Troubleshoot tab c. Monitor tab d. Color Management tab

a. *Adapter tab* c. *Monitor tab* The vertical refresh in Windows 7 can be adjusted by accessing the Screen Resolution window, and then clicking the Advanced Setting link. From there use the Adapter or Monitor tabs. The Troubleshoot tab is used to have Windows 7 guide you through the troubleshooting process of your display driver and settings. The color management tab is where you would associate color profiles to your monitor.

CAT: Printers *A user who is part of a workgroup reports that she cannot print to a new printer. Everyone else in the workgroup can print to the new printer, and the user can still automatically send print jobs to the old printer. Which of the following can fix the problem for the user? (Select the two best answers.)* a. Add the new printer to the user's computer b. Clear the print queue on the new printer c. Change the user's password and permissions d. Set the new printer as the default printer

a. *Add the new printer to the user's computer* d. *Set the new printer as the default printer* If a user cannot print to a brand-new printer, yet everyone else can print to it, you should check if the printer is installed on that user's computer and if it is set as the default printer. If the printer has not yet been installed, there will be no print queue to clear. However, if the printer has been installed, then the next thing to check would be if the print queue has failed. You could also check the print spooler. If the user was able to print to an older printer that was also shared by other users in the workgroup, then you should not have to change the user's password or permissions.

CAT: Troubleshooting and Maintaining Windows *After you install Windows, the computer you are working on displays a blue screen of death (BSOD) when rebooting. Which of the following are possible causes? (Select the two best answers.)* a. BIOS needs to be flashed to the latest version. b. IRQ conflict. c. Virus in the MBR. d. Incompatible hardware device.

a. *BIOS needs to be flashed to the latest version.* d. *Incompatible hardware device.* Older PCs might need the BIOS to be upgraded before an installation. Always flash the latest BIOS before performing an upgrade or a fresh install. Always check the hardware on the HCL before performing an install or upgrade. If the CPU or RAM is not compatible or if you have a corrupt driver file, a blue screen could occur. The blue screen is technically referred to as a Stop Error. IRQ conflicts will not cause BSODs, but they will render the affected devices inoperable. Viruses in the MBR could cause the computer to simply not boot.

CAT: BIOS *A computer just had a memory upgrade installed. Upon booting the computer, it does not recognize the new memory, even though it is listed as being compatible on the manufacturer's website. What should you do to resolve the issue?* a. BIOS update b. Adjust jumper settings c. OS Update d. New CMOS battery

a. *BIOS update* You should update the BIOS. If it hasn't been updated in a while, it probably won't recognize newer memory modules. Most of today's motherboards don't have jumper settings for RAM. In fact, the only jumper you will often find is the BIOS configuration jumper, which only needs to be configured if a person forgot a password. The BIOS will have a problem recognizing the RAM far before the OS starts up; no OS updates are required to make RAM recognizable to the system. If the computer needed a new CMOS battery, you would know because the time in the BIOS would reset to an earlier date.

CAT: I/O and Input Ports and Devices *Thin coaxial cable usually implements which type of connectors?* a. BNC b. RJ-45 c. RS-232 d. IEEE 488

a. *BNC* BNC connectors are used with Thinnet Ethernet networking.

CAT: Troubleshooting and Maintaining Windows *A user hands you her laptop in the hopes that you can repair it. What should you do first before making any changes?* a. Back up the important data b. Reinstall the operating system c. Open the laptop and analyze the components inside d. Modify the Registry

a. *Back up the important data* Back up data before making any changes to the computer. This way, if your changes affect the functionality of the system, you can always restore the data later. You should do this before making any changes to the software or OS and before opening the computer.

CAT: Video Displays and Video Cards *What provides the illumination for LCD monitors?* a. Backlights b. Inverter c. Lamp d. LCD panel

a. *Backlights* The backlights provide the illumination for the LCD panel.

*Which utility is missing from the default Windows XP Home Installation?* a. Backup b. Character Map c. Computer Management d. User Accounts

a. *Backup* Backup is not installed by default in Windows XP Home.

CAT: Power Supplies and System Cooling *You have several computers at your workstation. (Of course you do, you are a master tech!) One of them starts making a loud grinding sound immediately when you power on the computer. However, Windows boots and works fine. The only problem is the grinding that sets your teeth on edge. What is the most likely cause?* a. Bad fan b. Bad HD c. Bad power supply d. Bad CD-ROM

a. *Bad fan* A bad fan is the most likely cause. The grinding will most likely come from a dirty/dusty or failing power supply fan or CPU fan. If the hard drive was grinding that badly, you would definitely have problems in Windows. Note: SCSI drives make a grinding sound all the time; it is normal for them. If the power supply was bad, the system wouldn't boot. The power supply can run without its fan. If the CD-ROM was bad, you wouldn't be able to listen to the B-52's (in the case that you wanted to).

*Which motherboard component is responsible for charging the CMOS RAM so that CMOS can maintain its data?* a. Battery b. BIOS chip c. CMOS chip d. Power supply exam-u.com

a. *Battery* The battery is responsible for maintaining a charge so that the CMOS RAM doesn't lose its information. The BIOS chip stores the core system code that allows all the devices to communicate. exam-u.com

CAT: Laptop and Notebook Computers *Which of the following components makes the laptop truly portable?* a. Battery b. AC adapter c. DC controller d. PC card

a. *Battery* The battery is the component that most classifies the laptop as a portable device.

CAT: Installing and Upgrading Windows *You have a computer running the Windows XP operating system. You notice that the file system is FAT32. You are planning to upgrade to Windows Vista, which requires NTFS. At what point can you do this?* a. Before the upgrade process begins. b. During the upgrade process. c. You cannot convert FAT32 to NTFS. d. After the upgrade process ends.

a. *Before the upgrade process begins.* Windows Vista does not support installation to a FAT32 drive, and the VISTA installer does not have a file system conversion utility.

CAT: Security *A fingerprint reader is which type of security technology?* a. Biometrics b. Smart card c. Barcode reader d. SSID

a. *Biometrics* Biometrics is the study of recognizing humans. A fingerprint reader falls into this category as a biometric device. Smart cards are often the size of credit cards and store information that is transmitted to a reader. A barcode reader is a device that scans codes made up of different-width parallel lines, and SSID is a form of device identification that is broadcast from a wireless access point.

CAT: Security *Your boss wants to encrypt a hard drive that will be storing critical data. Your boss needs to be able to drag and drop folders onto the volume and have them be encrypted in real-time. Which encryption technique should you suggest?* a. BitLocker b. PKI c. TPM d. Kerberos

a. *BitLocker* BitLocker is a type of WDE: whole-disk encryption. It encrypts all of the contents that are created on it or copied to it in real-time. It requires a trusted platform module (TPM) on the motherboard or an encrypted USB flash drive. Only Windows 7 Ultimate and Enterprise, and Windows Vista Ultimate and Enterprise, support BitLocker when used in this manner. Other lesser versions of Windows are compatible with BitLocker To Go for reading encrypted documents.

CAT: Security *Which security features might you enable through the system BIOS?* a. Boot devices b. Password policy c. Permissions d. Audit policy

a. *Boot devices* The boot devices can be disabled through the BIOS, which controls whether someone can bypass your operating system by booting from a bootable CD or floppy.

CAT: Using and Managing Windows *Where can a user's Desktop folder be found in Windows Vista by default?* a. C:\Users\%username%\desktop b. C:\Documents and Settings\%username%\desktop c. C:\System Volume Information\%username%\desktop d. C:\Users\System32\%username%\desktop

a. *C:\Users\%username%\desktop* Every user profile gets a Desktop folder by default. This folder will be located within the user profile folder, which is shown in the answer as a variable %username%. In a standard Windows 7/Vista configuration, the Documents and Settings and System Volume Information folders will be hidden and access will be denied. The System32 folder is inside the Windows folder, not the Users folder. Windows XP used Documents and Settings as the main user folder, but Windows Vista/7 changed that by creating a junction from that folder to the Users folder. Now in Vista/7 the Documents and Settings folder is protected, but you have limited access to the Users folder.

CAT: Customized PCs and Multimedia Devices *Which of the following custom PC configurations require powerful CPUs? (Select the three best answers.)* a. CAD/CAM workstation b. Audio/Video editing workstation c. Virtualization workstation d. Gaming PC e. Home theater PC f. Home server PC

a. *CAD/CAM workstation* c. *Virtualization workstation* d. *Gaming PC* CAD/CAM workstations, virtualization workstations, and gaming PCs all require powerful CPUs with multiple cores—as many cores as possible. The other custom PCs are not nearly as reliant on CPUs. Audio/Video editing workstations rely most on specialized audio and video cards, dual monitors, and fast hard drives. Home theater PCs (HTPCs) require surround sound audio, HDMI output, compact form factors, and possibly TV tuners and video capture cards. Home server PCs rely on RAID arrays and powerful network cards.

CAT: Video Displays and Video Cards *Which two technologies are used for backlights in LCD monitors?* a. CCFL and LED b. CCFL and LCD c. CCFL and AC d. HDMI and DisplayPort

a. *CCFL and LED* Current LCD monitors use one of two competing backlight technologies, CCFL or LED.

CAT: Technician Essentials and PC Anatomy 101 *You are examining a possible failed motherboard to determine whether the motherboard itself for a component connected to it has failed. Which of the following points of failure are likely to be found on the motherboard? (Choose all that apply.)* a. CMOS battery b. DVD Drive c. capacitor d. SATA cable e. Power supply f. ROM BIOS

a. *CMOS battery* c. *capacitor* The CMOS battery (maintains BIOS settings) and capacitors (used for the voltage regulator components for the CPU) are located on the motherboard.

CAT: Motherboards and Processors *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. *CPU is beyond the recommended voltage range.* If the CPU is running beyond the recommended voltage range for extended periods of time, it can be a sign of a failing CPU. It could also be caused by overclocking. Check in the BIOS to see if the CPU is overclocked or not. 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 to this issue.

CAT: Laptop and Notebook Computers *Which of the following devices is the least likely to be replaced on a laptop?* a. CPU b. RAM c. PC Card d. Keyboard

a. *CPU* The CPU is the least likely to be replaced. You would probably need to replace other equipment, too, in this case. Just like PCs, though, the CPU should rarely fail. However, you might upgrade, replace, or add to RAM. PC Cards (PCMCIA) are commonly implemented as network adapters, modems, and more. It is common to install and remove PC Cards. Laptop keyboards fall victim to coffee, overuse, and other damage over time and sometimes need to be replaced.

CAT: Technician Essentials and PC Anatomy 101 *Which of the following are components you might find inside a PC? (Select all correct answers.)* a. CPU b. Motherboard c. Keyboard d. Printer e. RAM f. Cable modem

a. *CPU* b. *Motherboard* e. *RAM* Common components inside a PC include the CPU, motherboard, and RAM, along with the power supply, adapter cards, and hard drives. Keyboards (and mice) are input devices that are located outside the PC. Printers (and displays) are output devices that are located outside the PC. A cable modem is an Internet communication device that is outside of the PC.

CAT: Operational Procedures and Communications Methods *Bob wants to build a new gaming computer, but he doesn't want to spend a ton of money. What parts should he spend the most money on? (Select two.)* a. CPU b. Case c. Power supply d. Graphics card

a. *CPU* d. *Graphics card* A fast CPU and graphics card will get you the most bang for your buck when building a gaming PC.

CAT: BIOS *Which of the following is the proper boot sequence of a PC?* a. CPU, POST, boot loader, operating system b. Boot loader, operating system, CPU, RAM c. POST, CPU, boot loader, operating system d. CPU, RAM, boot loader, operating system

a. *CPU, POST, boot loader, operating system* The CPU must be installed correctly for the POST to begin. After the POST is successful, the boot loader then runs (for example, BOOTMGR for Windows 7/Vista or NTLDR for Windows XP), and then the operating system comes up. That is, if there are no boot loader errors. The CPU is crucial; if installed incorrectly, the system will not POST, making it more difficult to troubleshoot.

CAT: Video Displays and Video Cards *What are three major types of display devices in use in today's industry? (Choose all that apply.)* a. CRT monitors b. LCD monitors c. Data Projectors d. USB monitors

a. *CRT monitors* b. *LCD monitors* c. *Data Projectors* The three main types of display devices in use today are LCD monitors (the most common), CRT monitors, and data projectors.

CAT: Video Displays and Video Cards *Which type of display uses an electron gun?* a. CRT b. LCD c. RCT d. AGP

a. *CRT* A CRT monitor uses an electron gun to light phosphors on the screen.

CAT: Video Displays and Video Cards *Which typically uses more wattage?* a. CRT b. DVI c. LCD d. VGA

a. *CRT* CRTs use a lot more wattage than LCDs.

CAT: Troubleshooting and Maintaining Windows *A Windows PC is not booting correctly. You need to locate bad sectors and recover information. Which command is best?* a. Chkdsk C: /R b. Chkdsk C: /F c. Chkdsk C: /C d. Chkdsk C: /I

a. *Chkdsk C: /R* Chkdsk /R will locate bad sectors and recover the information from them. /F fixes errors but doesn't locate bad sectors and recover the information from them. /C and /I skip certain checks of the volume (in this case C:), which ultimately reduces the time it takes to check the volume.

CAT: Operational Procedures and Communications Methods *Which of the following is the most appropriate question to ask a customer first when attempting to troubleshoot an input device issue over the phone?* a. Can you describe the steps you have taken? b. Have you verified that all USB plugs are secure? c. Have you tried turning it off and on again? d. Are you sure that the device is plugged in?

a. *Can you describe the steps you have taken?* The key here is what you ask the customer first. You should first ask the customer to describe the steps taken so far. By asking this, you will probably elicit a lot of the other listed answers from the customer. Remember, you are not accusing the user of anything; you are simply asking what the customer did so far. You don't even know if the device is USB or not. Plus, some devices are not turned on and off. They simply plug into the computer and either work or don't. And when you ask what the customer has done so far, the person will probably tell you that she plugged the device in. The moral of this question is to get the whole story before asking questions that are arbitrary—and possibly unnecessary.

CAT: Mobile Devices *Which type of display responds to the difference in electrical potential between you and the screen?* a. Capacitive b. LCD c. IPS d. Resistive

a. *Capacitive* A capacitive touchscreen display responds to the difference in electrical potential between you and the screen.

CAT: Technician Essentials and PC Anatomy 101 *Which of the following features may be visible from the front of a desktop computer? (Choose all that apply.)* a. Card reader b. DVI-D port c. USB ports d. DVD drive e. port cluster f. audio ports

a. *Card reader* c. *USB ports* d. *DVD drive* f. *audio ports* Card readers and DVD drives are found on the front of desktop computers that include these components. USB and audio ports might be on the front as well as the rear of typical desktop computers.

CAT: Technician Essentials and PC Anatomy 101 *80mm and 120mm are common sizes for what type of PC component?* a. Case fans b. CPUs c. Heat sinks d. Memory modules

a. *Case fans* Case fans are measured in mm (millimeters). 80mm and especially 120mm are very common. They are used to exhaust heat out of the case. This aids in keeping the CPU and other devices cool. CPUs commonly use a heat sink/fan combination. However, the two are often connected together. Memory modules don't use fans, but they can be equipped (or purchased) with heat sinks of their own.

CAT: Security *What can you do to secure your WAP/router? (Select all that apply.)* a. Change the default SSID name b. Turn off SSID broadcasting c. Enable DHCP d. Disable DHCP

a. *Change the default SSID name* b. *Turn off SSID broadcasting* d. *Disable DHCP* A multifunction network device that acts as both a wireless access point (WAP) and router comes with a standard, default SSID name (that everyone knows). It is a good idea to change it. After PCs and laptops have been associated with the wireless network, turn off SSID broadcasting so that no one else can find your WAP (with normal means). Disabling DHCP and instead using static IP addresses removes one of the types of packets that are broadcast from the WAP, making it more difficult to hack, but of course less functional and useful! Other ways to secure the wireless access point include changing the password; incorporating strong encryption such as Wi-Fi Protected Access version 2 (WPA2) with Advanced Encryption Standard (AES); and initiating MAC filtering, which only allows the computers with the MAC addresses you specify access to the wireless network.

CAT: Networking *A co-worker maps a network drive for a user, but after rebooting, the drive is not seen within Windows Explorer. Which of the following steps should be taken to ensure that the drive remains mapped?* a. Check Reconnect at Logon when mapping the drive b. Select the drive letter needed to connect each time the co-worker logs on c. Check the Folder connection when mapping the drive d. Use the net use command instead

a. *Check Reconnect at Logon when mapping the drive* Although Windows has the Reconnect at Logon check box selected by default, it could have been disabled. If you do choose to use the net use command, be sure to make persistent connections. This is done by adding /persistent:yes to the command syntax.

CAT: Motherboards and Processors *A computer's CPU overheats and shuts down the system intermittently. What should you check to fix the problem? (Select the two best answers.)* a. Check if the heat sink is secure. b. Check the BIOS temperature threshold. c. Check if the fan is connected. d. Check if the RAM needs to be reseated.

a. *Check if the heat sink is secure.* c. *Check if the fan is connected.* You should make sure that the heat sink is secure and that the fan is connected. Either of these could cause the CPU to overheat. Also make sure that thermal compound was applied to the heat sink. If you didn't log that you did this in writing somewhere, then you will have to take the heat sink off and inspect it. It's a good idea to log when you apply thermal compound because if you remove the heat sink, you will need to reapply thermal compound before reinstalling it. The BIOS temperature threshold is what tripped, causing the system to shut down. Now, you could increase the threshold, which would fix the problem temporarily but could cause permanent damage to the CPU. The threshold is there to protect the CPU; therefore, "BIOS temperature threshold" is not the best answer. If the RAM needed to be reseated, you might get one of several errors or beeps, but the system should not automatically shut down.

CAT: Using and Managing Windows *Joan recently bought a new gamepad and used the Add a Device wizard to install it, but it still won't work. What should she do next? (Select two.)* a. Check the manufacturer's Web site for updated drivers b. Run the Automated System Recovery tool to return the PC to a functioning state c. Use a restore point in System Restore to return the PC to a functioning state d. Run Windows Update to search for new drivers

a. *Check the manufacturer's Web site for updated drivers* d. *Run Windows Update to search for new drivers* Joan should check both the manufacturer's Web site and Windows Update for the latest drivers.

*What is the best way to determine the total capacity and specific type of RAM your system can handle?* a. Check the motherboard book. b. Open the case and inspect the RAM. c. Check the Device Manager. d. Check the System utility in the Control Panel.

a. *Check the motherboard book.* The best way to determine the total capacity and specific type of RAM your system can handle is to check the motherboard book.

CAT: Printers *Where would find the setting for the print spooler on a Windows operating system?* a. Computer Management b. The Printers folder c. In Server Properties d. Device Manager

a. *Computer Management* You can find the print spool settings in Computer Management. You select Services and Applications, Services and then scroll down to the print spooler, right-click it, and go to Properties.

CAT: Security *What protects confidential information from being disclosed publicly?* a. Classification b. Social engineering c. RAS d. Hard drive wipe

a. *Classification* The classification of data helps prevent confidential information from being publicly disclosed. Some organizations will have a classification scheme for their data, such as normal, secret, and top secret. Policies are implemented to make top secret data the most secure on the network. By classifying data, you are determining who has access to it. This is generally done on a need-to-know basis. Social engineering is the art of manipulating people into giving classified information. A remote access server (RAS) allows users to connect remotely to the network. To protect the connection (and data that passes through it), an organization might opt to use a VPN or RADIUS server, or both. Wiping a hard drive is vague. How is it being wiped? If it is being formatted, then that is not enough to protect confidential information. You need to perform bit-level erasure with third-party software, degauss the drive, or destroy it to make sure that no one can access the data. The thing is that data is always stored somewhere on a server or NAS device, so properly disposing of a single hard drive doesn't protect any and all confidential information from being publicly disclosed.

CAT: Installing and Upgrading Windows *If you are experiencing problems with Windows XP and wish to install Windows 7, what type of installation is required?* a. Clean installation b. Upgrade installation c. Network installation d. Image deployment

a. *Clean installation* Because you are upgrading from Windows XP to Windows 7, you need to perform a clean installation.

*Which of the following would be most appropriate for the workplace? (select two.)* a. Clean, pressed khaki trouser b. Clean, wrinkle-free T-shirt c. Clean, wrinkle, pressed jeans d. Clean, pressed jeans

a. *Clean, pressed khaki trouser* c. *Clean, wrinkle, pressed jeans* Khaki trousers and polo shirt trump jeans and T-shirt every time.

CAT: Printers *How can a paper jam be resolved? (Select all that apply.)* a. Clear the paper path. b. Use the right type of paper. c. Check for damaged rollers. d. Check for a damaged primary corona wire.

a. *Clear the paper path.* b. *Use the right type of paper.* c. *Check for damaged rollers.* There are several possible reasons a paper jam might occur. The paper could be stuck somewhere in the paper path, the paper could be too thick, or the rollers could be damaged. However, the primary corona wire doesn't cause paper jams; instead, a damaged primary corona wire might cause lines or smearing.

CAT: Printers *Mary's printer is printing hundreds of pages, and she can't get it to stop. She has tried to delete the job by double-clicking the printer and deleting the print job. What is the best way to stop the printer?* a. Clear the print spooler b. Unplug the printer c. Reset the printer d. Turn off the printer

a. *Clear the print spooler* Try not to turn off the printer unless absolutely necessary. Instead, clear the printer spooler. You would do this by stopping the Print Spooler service in Computer Management (or in the command prompt by entering net stop spooler) and then deleting the files in the path C:\Windows\System32\Spool\Printers.

CAT: Using and Managing Windows *How can the Command Prompt be opened as an administrator (known as elevated mode) in Windows 7/Vista? (Select all that apply.)* a. Click Start > All Programs > Accessories; then right-click Command Prompt and select Run as Administrator. b. Click Start > All Programs >Accessories; then right-click Command Prompt and select Run in elevated mode. c. Click Start and type cmd in the search field, and instead of pressing Enter, press Ctrl+Shift+Enter. d. Click Start and type cmd in Run prompt, and instead of pressing Enter, press Ctrl+Shift+Enter.

a. *Click Start > All Programs > Accessories; then right-click Command Prompt and select Run as Administrator.* c. *Click Start and type cmd in the search field, and instead of pressing Enter, press Ctrl+Shift+Enter.* Programs can be run in elevated mode (as an administrator) in Windows 7/Vista by right-clicking the program and selecting Run as Administrator or by using the search field to run the program and pressing Ctrl+Shift+Enter instead of just Enter.

CAT: Networking *The Windows operating system uses two major types of networks. Which of the following are the two?* a. Client/server b. Node server c. Peer-to-peer d. IP network model

a. *Client/server* c. *Peer-to-peer* The Windows operating system uses two types of networks. One is a client/server network, meaning that client computers need to contact a domain controller to work. A peer-to-peer network is used in smaller networks where the expense is a factor, no centralized administration is necessary, or if the organization doesn't have the resources to support a client/server network.

CAT: Using and Managing Windows *Which interface should you use to launch the command IPCONFIG?* a. Command Prompt b. Control Panel c. MMC d. Task Manager

a. *Command Prompt* Use the Command Prompt to launch the command IPCONFIG. IPCONFIG is a networking command that will display the configuration of your network adapter. You can open the Command Prompt in a variety of ways. However, many commands require you to open the Command Prompt as an administrator. You can open the default Command Prompt by going to Run and typing cmd.exe or by going to Start > All Programs > Accessories. At this point, to run it as an administrator, right-click it and select Run as Administrator. Or, you could type CMD in the search field and then press Ctrl + Shift + Enter.

CAT: BIOS *What does CMOS stand for?* a. Complimentary metal-oxide semiconductor b. Co-management of operating system c. Configuration management and option semiconductor d. Configuration memory option system exam-u.com

a. *Complementary metal-oxide semiconductor*

CAT: Security *Which of the following should be performed during a hard drive replacement to best maintain data privacy?* a. Completely erase the old drive prior to disposal b. Format the new hard drive twice prior to installation c. Only use FAT32 file systems when formatting the new drives d. Install antivirus software on the computer before removing the old hard drive

a. *Completely erase the old drive prior to disposal* The drive should be completely erased with bit-level erasure software. Formatting is not enough, as data remanence (residue) is left on the drive from which files can be reconstructed by smart people with some smart software. It is a waste of time to install AV software on a drive before removing it. However, AV software should be loaded up when the new drive is installed.

CAT: RAM *Most types of desktop memory modules use which kind of memory?* a. Unbuffered memory b. No memory c. SIMM module d. Stable memory

a. *Unbuffered memory* Unbuffered memory is used in most desktop computers sold in the market. This kind of memory is also used in some servers and workstations.

CAT: Using and Managing Windows *Where would you go to start, stop, or restart services?* a. Computer Management b. Task Manager c. Performance Monitor d. MMC

a. *Computer Management* You can start, stop, and restart services within Computer Management > Services and Applications > Services. From there, right-click the service in question and configure it as you wish. You can also open Services from Start > All Programs > Administrative Tools or by going to the Run prompt and typing services.msc. The Task Manager is a tool that allows you to see which applications and processes are running and analyze the performance of the CPU, RAM, and the networking connection. Performance Monitor analyzes the computer in much more depth than the Task Manager. The MMC is the Microsoft Management Console, which is the index that can store other console windows such as Computer Management.

CAT: Troubleshooting and Maintaining Windows *A customer reports that when his computer is turned on the screen is blank except for some text and a flashing cursor. The customer also tells you that there are numbers counting upward when the computer beeps and then freezes. Which of the following is the most likely cause of this problem?* a. Computer has faulty memory. b. There is a corrupt MBR. c. The OS is corrupted. d. The computer is attempting to boot off of the network.

a. *Computer has faulty memory.* Chances are that the computer has faulty memory or memory that needs to be reseated properly. The flashing cursor on the screen tells you that the system is not posting properly. The numbers counting up are the system checking the RAM. If the system beeps and freezes during this count-up, then the RAM has an issue. It could also be incompatible with the motherboard. A corrupt MBR would either give a message stating "missing OS" or "the MBR is corrupt". If the OS was corrupted, you would get a message to that effect. If the computer attempts to boot off of the network, you will see gray text and a spinning pipe sign as it attempts to find a DHCP server.

CAT: Printers *What are the respective functions of the two corona wires in a laser printer? (Select the two best answers.)* a. Condition the drum to be written to b. Transfer toner from the drum to the paper c. Fuse the toner to the paper d. Clean the drum

a. *Condition the drum to be written to* b. *Transfer toner from the drum to the paper* Know the six main steps of laser printing: Cleaning, charging, writing (also known as exposing), developing, transferring, and fusing. In the charging step, the drum is conditioned/charged by the primary corona wire (negatively charging it) and prepared for writing. In the transferring step, the paper is positively charged by the transfer corona wire, preparing it to accept the toner from the drum.

CAT: Networking *A month ago, you set up a wireless access point/router for a small business that is a customer of yours. Now, the customer calls and complains that Internet access is getting slower and slower. As you look at the WAP/router, you notice that it was reset at some point and is now set for open access. You then guess that neighboring companies are using the service connection. How can you restrict their access to your customer's wireless connection? (Select the two best answers.)* a. Configure the wireless access point to use WPA b. Configure MS-CHAP on the WAP/router c. Disable SSID broadcasting d. Move the WAP/router to another corner of the office

a. *Configure the wireless access point to use WPA* c. *Disable SSID broadcasting* If the WAP/router was reset, any security settings that you originally set up are most likely gone. If you backed up the settings previously, you could restore them. Either way, some type of encryption protocol is necessary. The passphrase or network key generated by the WAP/router needs to be installed on each client before it can be recognized on the network. This passphrase/key should be kept secret, of course. After all the clients have been associated with the WAP/router, disable SSID broadcasting so that no one else can "see" the router (without more advanced software).

CAT: Video Displays and Video Cards *When installing a new video card, there are three phases. What are they? Select the best three answers.* a. Configuring the BIOS for the video card being installed. b. Physically installing the video card. c. Making sure the video card is in the protective antistatic bag. d. Installing drivers for the video cards.

a. *Configuring the BIOS for the video card being installed.* b. *Physically installing the video card.* d. *Installing drivers for the video cards.* With the addition of the plug and play BIOS, most of the time you will be able to skip the BIOS configuration. But some cards might not be recognized and you must configure the BIOS manually.

CAT: Mobile Devices *Which kinds of data would you synchronize on a smartphone? (Select the two best answers.)* a. Contacts b. Word docs c. E-mail d. Databases

a. *Contacts* c. *E-mail* Some of the things you might synchronize on a smartphone include contacts, e-mail, programs, pictures, music, and videos. However, mobile devices (as of the writing of this book) do not run Microsoft Office, so you would have no need to back up Word documents. Databases are not often backed up; they are often not even run on mobile devices, but the mobile device might make connections to databases.

CAT: Technician Essentials and PC Anatomy 101 *Which of the following multimeter settings should be used only when there is no electrical flow through the part being tested? (Select the two best answers.)* a. Continuity b. Wattage c. Voltage d. Amps e. Resistance

a. *Continuity* e. *Resistance* Of the listed answers, continuity and resistance are the settings that should be used when there is no electrical flow through the part being tested, and you want to be sure that there is no electrical flow when doing these tests! Examples of continuity or resistance tests include testing a fuse's impedance (measured in ohms) and testing a network cable for continuity. In each example, you don't want any electricity flowing through the device or line. It would give erratic results and could possibly cause damage to your testing equipment, and even you. When testing for watts, volts, and amps, you need to have electricity flowing through the item you want to test.

CAT: Laptop and Notebook Computers *Tablet PCs come in which of the following form factors? (Select two.)* a. Convertible b. Desktop c. Secure Digital d. Slate

a. *Convertible* d. *Slate* Tablet PCs come in convertible and slate form factors.

CAT: Motherboards and Processors *Which of the following are 64-bit CPUs? (Select all correct answers.)* a. Core i5 b. Phenom II c. Pentium IV d. x64

a. *Core i5* b. *Phenom II* Intel's Core i5 and AMD's Phenom II are both 64-bit CPUs. The Pentium IV is an older 32-bit CPU. x64 is the name given to 64-bit processor technology but is not an actual CPU.

CAT: Laptop and Notebook Computers *What are two important factors when purchasing a replacement laptop AC adapter? (Select the two best answers.)* a. Current and voltage b. Connector size and shape c. Battery type d. Inverter type

a. *Current and voltage* b. *Connector size and shape* Make sure to purchase an AC adapter that is a true replacement. This can be found on the laptop manufacturer's website. When you enter your model number, the website will tell you everything you need to know about current, voltage, and connector type. The battery and AC adapter do need to work in conjunction with each other; because of this, they both need to be compatible with the laptop. The AC adapter inverter is simply an inverter; it converts power from AC to DC. However, there is another inverter in the laptop; it powers the display. This question is not referring to that, but if you are ever troubleshooting a display, the inverter type is very important.

CAT: I/O and Input Ports and Devices *Monitors usually connect to a computer through what type of connector?* a. DB-15 b. DB-25 c. USB d. RS-232

a. *DB-15* VGA and SVGA monitors usually connect to your computer via a high-density DB-15 connector.

*What should you keep in mind when testing DC connectors?* a. DC has polarity. The red lead should always touch the hot wire; the black lead should touch a ground wire. b. DC has polarity. The red lead should always touch the ground wire; the black lead should always touch the hot wire. c. DC has no polarity, so you can touch the red lead to either hot or ground. d. DC has no polarity, so you can touch the black lead to either hot or neutral but no ground.

a. *DC has polarity. The red lead should always touch the hot wire; the black lead should touch a ground wire.* DC has polarity. The red lead should always touch the hot wire; the black lead should touch a ground wire.

CAT: RAM *Which of the following type of RAM can transmit 6,400 MBps?* a. DDR3-800 b. DDR3-1066 c. DDR3-1333 d. DDR3-1600

a. *DDR3-800* DDR3-800 can transmit 6,400 MBps. DDR3-1066 transmits 8,533 MBps. DDR3-1333 transmits 10,667 MBps. DDR3-1600 transmits 12,800 MBps.

CAT: Networking *If a computer receives the IP address 169.254.127.1, what has failed?* a. DHCP b. DNS c. WINS d. APIPA

a. *DHCP* If a computer is attempting to obtain an IP address automatically and it receives the IP address 169.254.127.1, or any other IP address starting with 169.254, then DHCP has failed either at the client or the server. When this happens, Windows will automatically assign an APIPA address. The computer will be able to communicate only with other computers on the 169.254 network, which is pretty worthless if that is not your main network number. What went wrong? It could be one of several things. Perhaps the DHCP client service on the client computer needs to be restarted. Or maybe the computer is not connected to the right network. Still yet it could be a problem with the server: lack of IP addresses, the DHCP service failed, the DHCP server is down, and so on. DNS deals with resolving domain names to IP addresses; it doesn't affect DHCP address assignment. The Windows Internet Naming Service is an older Microsoft service that resolves NetBIOS names to IP addresses; like DNS, it doesn't affect DHCP. Both DNS and WINS could fail and a computer could still obtain an IP address from a DHCP server. If APIPA failed, then the computer wouldn't be able to get an address on the 169.254 network. If DHCP and APIPA were both to fail, the client computer would effectively have an IP address of 0.0.0.0. (or nothing would be listed in the ipconfig screen) placing the computer in the twilight zone.

CAT: Networking *You are configuring Bob's computer to access the Internet. Which of the following is required? (Select all that apply.)* a. DNS server address b. Gateway address c. E-mail server name d. DHCP server address e. Domain name

a. *DNS server address* b. *Gateway address* To get on the Internet, the DNS server is required so that the computer can get the resolved IP addresses from the domain names that are typed in. The gateway address is necessary to get outside the network. E-mail server information is not necessary if the person is just looking to get onto the Internet. A DHCP server address is not necessary either. However, it is an easier method. The beauty of DHCP is that you don't need to know the DHCP server's address to acquire an IP address. The domain name for your network is normally not needed either. That will only be necessary if you want to add the computer to the organization's domain.

CAT: Networking *What is the name of the service that must be installed on a Windows computer to resolve host names to IP addresses?* a. DNS b. TCP/IP c. HTTP d. PING

a. *DNS* DNS is the Domain Name System. The DNS service must be installed on a computer to resolve host names or domain names to their corresponding IP addresses. TCP/IP is the Transmission Control Protocol/Internet Protocol suite. HTTP is the Hypertext Transfer Protocol. PING is command used to test whether other computers are available on the network.

*Which protocol enables the use of names such as www.totalsem.com rather than IP addresses?* a. DNS b. MAC c. IP d. TCP

a. *DNS* The domain name service (DNS) protocol enables using names instead of IP addresses.

*Which type of memory must be constantly refreshed?* a. DRAM b. SRAM c. VRAM d. L1 cache

a. *DRAM* DRAM must be constantly refreshed. Other types of memory do have to be refreshed but not as often as DRAM.

CAT: Technician Essentials and PC Anatomy 101 *You are preparing to upgrade the firmware in a system. Which of the following devices are likely to include a firmware chip? (Choose all that apply.)* a. DVD drive b. USB card c. RAID host adapter d. motherboard e. port cluster f. touchpad

a. *DVD drive* c. *RAID host adapter* d. *motherboard* While the ROM BIOS on the motherboard is the most common location for firmware, almost all rewritable DVD drives and RAID host adapters also include firmware.

CAT: Networking *A user is unable to access the network. Which of the following could cause this to happen? (Choose all that apply.)* a. Damage to cables. b. A faulty network card. c. The boot files are corrupt. d. Connecting a high-speed NIC to a low-speed port.

a. *Damage to cables.* b. *A faulty network card.* If a user reports that he or she cannot connect to the network, check cables, connectors, and other network hardware. A disconnected cable is a common culprit. A faulty connector or network card could also be the cause. Replace any damaged cables and connectors.

CAT: Using and Managing Windows *Which language support for representing characters is built in to Windows?* a. Unicode b. EBCDIC c. ASCII d. ITU-T

a. *Unicode* Unicode is the code used to represent characters among multiple computers' language platforms. ASCII and EBCDIC are different types of character encoding sets in the English language only. ITU-T deals with standards for telecommunications.

CAT: BIOS *Your boss wants to implement BitLocker on yet a second laptop for traveling purposes. What should you perform before implementing BitLocker?* a. Enable TPM in the BIOS b. Disable UAC c. Defrag the hard drive d. Convert the file system to NTFS

a. *Enable TPM in the BIOS* Before implementing the BitLocker solution in Windows, you should enable the trusted platform module (TPM) in the BIOS. This is the chip on the motherboard that includes the encryption code. UAC is User Account Control, a separate security option in Windows 7/Vista that checks if users have administrative permissions before allowing them to carry out administrative tasks. Defragmenting the hard drive is not necessary, but it can't hurt to at least analyze the drive and see if it needs to be defragged. Defragging a drive that requires it can increase performance. BitLocker works on FAT16, FAT32, NTFS, and exFAT partitions, so no need to convert the file system.

CAT: Networking *A customer uses an unencrypted wireless network. One of the users has shared a folder for access by any computer. The customer complains that files sometimes appear and disappear from the shared folder. What can you do to fix the problem? (Select the two best answers.)* a. Enable encryption on the router and the clients b. Encrypt the disk that has the share using EFS (Encrypting File System) c. Increase the level of security on the NTFS folder by changing the permissions d. Change the share-level permissions on the shared folder

a. *Enable encryption on the router and the clients* c. *Increase the level of security on the NTFS folder by changing the permissions* Use WPA or WPA2 on the router (and clients) to deny wardrivers and other stragglers access to the customer's network. Increase the level of NTFS security by changing the permissions in the Security tab of the shared folder. EFS isn't necessary if you set up WPA2 on the wireless access point, but if you are dealing in seriously confidential information, you might consider it as well. Here's the deal: Share-level permissions are rarely modified. NTFS permissions take precedence and are more configurable, so that is where the bulk of your time configuring permissions will go.

CAT: Mobile Devices *When configuring a Wi-Fi connection, what step occurs after successfully entering the SSID?* a. Enter a passcode for the network. b. Select POP3 c. Check whether the device is within range of WAP. d. Scan for networks.

a. *Enter a passcode for the network.* After you enter the SSID (if it's correct) you would enter the passcode for the network. POP3 has to do with configuring an email account. If you have already entered the SSID, you should be within range of the wireless access point (WAP). Scanning for networks is the first thing you do when setting up a Wi-FI connection.

CAT: Printers *How can you restart the Print Spooler service? (Select the two best answers.)* a. Enter net stop spooler and then net start spooler in the command line b. Enter net stop print spooler and then net start print spooler in the command line c. Go to Computer Management > Services and restart the Print Spooler service d. Go to Computer Management > Services and Applications > Services and restart the Print Spooler service

a. *Enter net stop spooler and then net start spooler in the command line* d. *Go to Computer Management > Services and Applications > Services and restart the Print Spooler service* In the command line, this service is simply known as Spooler. Type net stop spooler and net start spooler to restart the service. In Computer Management, the Print Spooler service is found in Services and Applications > Services. Or you could open the Run prompt and type services.msc. From there you can start, stop, enable, and disable services.

CAT: Networking *You are tasked with accessing a wireless SOHO. The SSID you require does not appear when you scan for wireless networks. What should you do to access the wireless network?* a. Enter the SSID manually b. Change the SSID on the router c. Change the MAC address on the router d. Reset the wireless card.

a. *Enter the SSID manually* If you can't find the SSID by scanning for it, enter it manually in your wireless configuration software. You will also need to know the channel being used and the type of encryption as well as the key. If you were to change the SSID on the router, the rest of the clients wouldn't be able to connect, and you still wouldn't be able to scan for it because SSID broadcasting has obviously been turned off as a security precaution in the question's scenario. MAC addresses are burned into the network adapter of the router; they are usually not modified. Resetting the wireless card is rather vague. You could disable it and re-enable it, but you would be left with the same problem. Know how to manually enter a wireless configuration in Windows!

CAT: Technician Essentials and PC Anatomy 101 *Once you have ascertained the computer's problem and backed up the critical data, what should you do?* a. Establish a theory of probable cause. b. Start fixing the machine. c. Question users more to find out how they caused the problem. d. Document.

a. *Establish a theory of probable cause.* You should establish a theory of probable cause once you have ascertained the problem and backed up data.

CAT: Using and Managing Windows *You need to view any application errors that have occurred today. Which tool should you use?* a. Event Viewer b. Local Security Policy c. Msconfig d. SFC /SCANNOW

a. *Event Viewer* The Event Viewer contains the log files of all the errors that occur on the machine. In this case, you would go to the Application log. Another common log is the System log, which will show errors concerning the OS and drivers. On Windows XP, Dr. Watson also shows many of the application errors that occur. Local Security Policy is where you can set up auditing and create password policies for the computer. Msconfig enables you to boot the computer in different modes and enable/disable services and applications. SFC /SCANNOW is a command run in the Command Prompt (as an administrator only) that scans the integrity of the protected system files and repairs them if possible.

CAT: Installing and Upgrading Windows *A co-worker just installed a second hard disk in his Windows 7 computer. However, he does not see the disk in Windows Explorer. What did he forget to do? (Select the three best answers.)* a. Format the drive b. Partition the drive c. Run FDISK d. Initialize the drive e. Set up the drive in the BIOS

a. *Format the drive* b. *Partition the drive* d. *Initialize the drive* For secondary drives, you must go to Disk Management and initialize, partition, and format them. FDISK is an older DOS command. Today's computers' BIOS should see the drive automatically with no configuration needed. In special cases a hard disk might require special drivers.

CAT: Operational Procedures and Communications Methods *What term defines building your PC to run games that aren't out yet?* a. Future-proofing b. Next-gen proofing c. Overbuilding d. Prebuilding

a. *Future-proofing* Future-proofing means building a PC that can play games that will come out in the near future.

CAT: Troubleshooting and Maintaining Windows *You have had several support requests for one PC located in a school cafeteria kitchen. You have already reseated the PCIe and PCI cards and replaced the hard drive in the PC. Computers located in the business office or the classrooms have not had this issue. What most likely causing the issue?* a. Excessive heat b. Faulty RAM c. 240 V outlets d. Power brownouts

a. *Excessive heat* Excessive heat is the most likely cause of the problem. This could be an unfortunate result of ovens and other equipment. Computers in environments such as these are often prone to dirt collecting inside the CPU fans and other devices inside the case. Faulty RAM wouldn't cause hard drives to fail or un-seat expansion cards. The cards probably moved around due to thermal expansion and contraction. 240 V outlets are most likely going to be found in this environment, but the computer shouldn't use those; in the United States the computer should be connected to a 120 V outlet. The computer should be changed to 240 V only if it is brought to another country—for example, in Europe. Power brownouts could cause failures of the power supply, and maybe even the hard drive, but would not cause the adapter cards to be un-seated.

CAT: Laptop and Notebook Computers *Which of the following are typical names for expansion busses on laptops? (Select the two best answers.)* a. ExpressCard b. SODIMM c. PC Card d. AGP

a. *ExpressCard* c. *PC Card* ExpressCard and PC Card (also known as PCMCIA) are expansion busses used on laptops. SODIMM is the type of RAM in a laptop. AGP is the Accelerated Graphics Port; it is the predecessor of the PCIe x16 video expansion bus. Mini-PCIe is another expansion bus that is used by laptops, but it is internal and is more difficult to install cards to then its PC version.

CAT: Power Supplies and System Cooling *What is the six-pin power lead on the power supply used for?* a. Extra power on PCIe x16 cards b. Extra power for PCI cards c. Power for case fans d. Power supply diagnostics

a. *Extra power on PCIe x16 cards* The six-pin (or 6+2 pin) power supply lead provides additional power needed by high-performance PCIe x16 cards, such as those used for SLI or for CrossFire X multi-GPU installations.

CAT: Networking *Which of the following sends data in the format of pulses of light?* a. Fiber optic b. 100BaseT c. 10BaseT d. Coaxial

a. *Fiber optic* Fiber optic cables send information in pulses of light on cabling with a glass core.

CAT: Storage Devices *John's computer has two hard drives, each 300 GB. The first is the system drive and is formatted as NTFS. The second is the data drive and is formatted as FAT32. Which two of the following statements are true? (Select the two best answers.)* a. Files on the system drive can be secured. b. Larger logical drives can be made on the data drive. c. The cluster size is larger, and storage is more efficient on the system drive. d. The cluster size is smaller, and storage is more efficient on the system drive.

a. *Files on the system drive can be secured.* d. *The cluster size is smaller, and storage is more efficient on the system drive.* NTFS can use NTFS file-level security, whereas FAT32 cannot. NTFS cluster sizes are smaller than FAT32 clusters. NTFS partitions are therefore more efficient (when installed correctly) than FAT32 partitions. NTFS can create larger partitions (or logical drives) than FAT32 in general.

CAT: Troubleshooting and Maintaining Windows *What command is used to export a section of your Registry while using regedit.exe?* a. File⇒Export Registry File b. File⇒Extract to Recovery File c. Export⇒Set Restore Options d. File⇒Backup Key

a. *File⇒Export Registry File* Export Registry File from the Registry menu will export a section of your Registry

CAT: Security *Which of the following are forms of biometrics? (Select all that apply.)* a. Fingerprint scan b. Smart card c. Username and password d. Retinal scan

a. *Fingerprint scan* d. *Retinal scan* Biometric devices involve authenticating a user through the user's unique physical characteristics. Fingerprint scans and retinal scans are popular biometric authentication methods.

CAT: Operational Procedures and Communications Methods *Which of the following are components of dealing with prohibited content? (Select the three best answers.)* a. First response b. Maintaining a positive attitude c. Preserving data d. Creating a chain of custody e. Avoiding distraction

a. *First response* c. *Preserving data* d. *Creating a chain of custody* When dealing with prohibited content, there will always be a first responder who is required to identify the issue, report through proper channels, and preserve data and possibly devices used. This person will be in charge of starting the documentation process which includes a chain of custody, the tracking of evidence and maintaining a chronological log of that evidence.

CAT: Customized PCs and Multimedia Devices *How many speakers are in a Dolby Digital 5.1 setup?* a. Five speakers plus a subwoofer b. Six speakers plus a subwoofer c. Seven speakers plus a subwoofer d. Eight speakers plus a subwoofer

a. *Five speakers plus a subwoofer* A Dolby Digital 5.1 setup has five speakers and one subwoofer.

CAT: Storage Devices *Which device can store a maximum of 1.44 MB on a removable disk?* a. Floppy drive b. CD-ROM c. ROM d. Compact Flash

a. *Floppy drive* The floppy disk drive (FDD) stores a maximum of 1.44 MB on a removable disk (1.38 MB of which is actual data). CD-ROM drives use removable discs; however, the maximum they can store is much greater. Note that magnetic disks are spelled with a k, while optical discs are spelled with a c. The acronym ROM usually refers to a chip on a circuit board that is not removable. Compact Flash comes in varying sizes (all greater than 1.44 MB) and is considered a card, not a disk.

CAT: Laptop and Notebook Computers *Which key on a laptop aids in switching to an external monitor?* a. Fn b. Ctrl c. Alt d. Shift

a. *Fn* The Fn (Function) key is used for a variety of things, including toggling between the built-in LCD screen and an external monitor/TV. The Fn key could be a different color (for example, blue) and offers a sort of "second" usage for keys on the laptop. Ctrl may also have secondary functions but is otherwise used the same as on a PC's keyboard. Alt and Shift work in the same manner as they do on a PC.

*Which of the following is good practice after completing a troubleshooting call at someone's office?* a. Follow up with a call within a couple days to make sure everything is going well with the fixed computer. b. Make copies of any passwords you used at the site for future reference. c. Document any particularly important people you met for future reference. d. Do nothing. Your work is finished there.

a. *Follow up with a call within a couple days to make sure everything is going well with the fixed computer.* A simple follow-up builds good will and trust. This is very important step to take after completing a job.

CAT: Video Displays and Video Cards *After installing a new video card, the PC loads Windows and continuously reboots. What should you do first?* a. Go into Safe Mode b. Run Chkdsk c. Run Msconfig d. Check the System log

a. *Go into Safe Mode* Try accessing Safe Mode first and see if the problem continues. It probably won't, and you will need to roll back the driver and locate, download, and install the correct one. Remember to get your drivers from the manufacturer's website, and don't forget to download the correct driver for your particular operating system. Chkdsk will check the integrity of files and fix them if necessary. Msconfig is used to boot the computer in different ways. While you normally could select Safe Boot in Msconfig, it is not possible in this scenario because the system won't boot into Windows properly. You could check the System log while in Safe Mode, but it won't explain much except that the system shut down improperly and rebooted continuously.

CAT: Using and Managing Windows *Which of the following root keys contains the data for a system's non-user-specific configurations?* a. HKEY_LOCAL_MACHINE b. HKEY_USERS c. HKEY_CURRENT_USER d. HKEY_CLASSES_ROOT

a. *HKEY_LOCAL_MACHINE* The system's non-user-specific configurations are stored in the HKEY_LO-CAL_MACHINE root key of the Registry.

CAT: Customized PCs and Multimedia Devices *Which of the following types of custom PCs requires an HDMI output?* a. HTPC b. Gaming PC c. Virtualization workstation d. CAD/CAM workstation

a. *HTPC* A home theater PC (HTPC) requires a High-Definition Multimedia Interface (HDMI) output on the video card so that it can connect properly to the HDMI port on a television. Sure, it's possible to connect via DVI with an adapter, or even by way of VGA, but the whole point of a true HTPC is that it has the best to offer when it comes to connections. Since most theater system TVs will have one or more HDMI inputs, the HTPC should have at least one HDMI output. Gaming PCs will usually have DVI connections to connect to desktop monitors, though they might have HDMI as well. Virtualization workstations don't rely on video cards as much as the other systems listed in the answers, so HDMI is not necessary. CAD/CAM workstations require a high-end video card, but the DVI (or multiple DVI) output is usually satisfactory.

CAT: Networking *Which of the following technologies are part of the TCP/IP suite? (Choose all that apply.)* a. HTTP/HTTPS b. SSL c. TLS d. Ethernet

a. *HTTP/HTTPS* b. *SSL* c. *TLS* The TCP/IP protocol suite includes many protocol including the Hypertext Transfer Protocol (HTTP), HTTP Secure (HTTPS), Secure Sockets Layer (SSL), and its successor Transport Layer Security (TLS). Ethernet is a network architecture commonly used, upon which TCP/IP runs.

CAT: Troubleshooting and Maintaining Windows *What components can be tested by BIOS self-tests? (Select all that apply.)* a. Hard drives b. CPU temperature deviations c. Magnetic media d. Memory

a. *Hard drives* d. *Memory* The system BIOS on some systems allow for testing of IRQs, memory, hard disks, CPU processing ability, and most internal components.

CAT: Troubleshooting and Maintaining Windows *During your computer's boot process, your computer reboots automatically. There is no sign of a blue screen error. What are the most likely issues? (Choose all that apply.)* a. Hardware problem with power supply b. Driver issue c. Service configuration d. Memory error

a. *Hardware problem with power supply* c. *Service configuration* d. *Memory error* The only item that it might not be is a driver issue. Most of the time, if there is a driver issue, the driver will either not start up or will trigger a Stop (blue screen) error.

CAT: Installing and Upgrading Windows *Which version of Windows Vista does not include remote desktop connection functionality?* a. Home Premium b. Business c. Ultimate d. Enterprise

a. *Home Premium* Windows Vista Home Premium is the only answer listed that does not include Remote Desktop. This tool allows you to take control of remote Windows systems on the network.

*Which feature enables a single-core CPU to function like two CPUs?* a. Hyper-Threading b. SpeedStep c. Virtualization d. x64

a. *Hyper-Threading* Intel loves it Hyper-Threading, where a single-core CPU can function like a dual-core CPU as long as it has operating system support.

CAT: I/O and Input Ports and Devices *An IEEE 1394b bilingual port supports which of the following? (Choose all that apply.)* a. IEEE 1394a b. i.LINK c. IEEE 1284 d. IEEE 1394b

a. *IEEE 1394a* b. *i.LINK* d. *IEEE 1394b* A bilingual port can connect to either IEEE 1394b or 1394a and i.LINK devices by using the appropriate cable.

CAT: Networking *Which protocols can you use to receive e-mail? (Select two.)* a. IMAP4 b. POP3 c. PPP d. SMTP

a. *IMAP4* b. *POP3* You can use either IMAP4 or POP3 to receive e-mail messages.

CAT: Networking *Which of the following TCP/IP settings are required to connect to the Internet? (Choose all that apply.)* a. IP address b. WINS c. Subnet mask d. Default gateway

a. *IP address* c. *Subnet mask* d. *Default gateway* To participate on the Internet, you need an IP address, a subnet mask, and a default gateway. The default gateway is the IP address of the router that sends information off the network.

CAT: Networking *What are advantages of using the Dynamic Host Configuration Protocol (DHCP)? (Select the two best answers.)* a. IP addresses can be managed from a central location. b. The network speed can automatically adjust based on the type of traffic being generated. c. The hosts file on the computer can be validated for proper entries. d. Media access control addresses can be changed. e. Computers can automatically get new addressing when moved to a different network segment.

a. *IP addresses can be managed from a central location.* e. *Computers can automatically get new addressing when moved to a different network segment.* Advantages of using DHCP include: IP addresses can be managed from a central location and computers can automatically get new addressing when moved to a different network segment (perhaps one that uses a different DHCP server). Quality of Service (QoS) adjusts the network speed based on the type of traffic generated. DHCP has nothing to do with the Hosts.txt file; that file contains static entries of hostname to IP address conversions. Media Access Control addresses are usually not changed on a network adapter, although they can be masked. MAC filtering maintains a list of MAC addresses that are allowed to access a network, but once again, this is a different concept from DHCP.

CAT: Storage Devices *Which configuration requires three same-sized volumes?* a. RAID 5 b. Mirrored set c. Spanned volume d. Striped volume

a. *RAID 5* RAID 5 requires three same-sized volumes.

CAT: Security *When you connect to a website to make a purchase by credit card, you want to make sure the website is secure. What are two ways you can tell whether a site is secured? (Select the two best answers.)* a. Look for the padlock (in the locked position) toward the top or bottom of the screen b. Look for the padlock (in the unlocked position) toward the top or bottom of the screen c. Look for the protocol HTTP in the address or URL bar d. Look for the protocol HTTPS in the address or URL bar

a. *Look for the padlock (in the locked position) toward the top or bottom of the screen* d. *Look for the protocol HTTPS in the address or URL bar* The padlock in the locked position tells you that the website is using a secure certificate to protect your session. This padlock could be in different locations depending on the web browser used. Hypertext Transfer Protocol Secure (HTTPS) also defines that the session is using either the Secure Sockets Layer (SSL) protocol or the Transport Layer Security (TLS) protocol. HTTP by itself is enough for regular web sessions when you read documents and so on, but HTTPS is required when you log in to a site, purchase items, or do online banking. HTTPS opens a secure channel on port 443 as opposed to the default, insecure HTTP port 80.

CAT: Networking *What small device enables you to test a NIC's circuitry?* a. Loopback plug b. Port tester c. Multimeter d. Integrated network and logic probe

a. *Loopback plug* A loopback plug will test the NIC's Ethernet port and circuitry.

CAT: Troubleshooting and Maintaining Windows *Jake's Windows Vista computer has several programs running in the system tray that take up a lot of memory and processing power. He would like you to turn them off permanently. Which tool should you use to do this?* a. MSCONFIG.EXE b. SYSEDIT.EXE c. IPCONFIG /RELEASE d. Task Manager

a. *MSCONFIG.EXE* MSCONFIG can turn programs on and off in the Startup tab. By modifying this, you effectively create a selective startup. Task Manager can turn off programs, but only temporarily; when the system restarts, those programs will run again.

CAT: Storage Devices *Which of the following storage technologies is used by traditional hard disk drives?* a. Magnetic b. Optical c. Impact d. Solid-state

a. *Magnetic* The traditional hard drive is still the magnetic disk. This is because it is well known and has a low cost per MB of storage space. There are optical hard drives, but they are rare; optical drives are commonly implemented as CD, DVD, or Blu-ray drives. Impact refers to a type of printer, such as the dot matrix or the daisy wheel printer. Solid-state hard drives are gaining in popularity because they have no moving parts, are quiet, and work as fast as (if not faster than) traditional magnetic hard drives. However, they are far more expensive than the traditional drive, which slows their general acceptance.

CAT: Storage Devices *Which of the following is the best way to ensure that a hard drive is secure for disposal?* a. Magnetically erase the drive b. Format the drive c. FDISK the drive multiple times d. Convert the drive to NTFS

a. *Magnetically erase the drive* Magnetically erase the drive. Degaussing the drive is an excellent way to remove all traces of data, but only if the drive is electromagnetic! Formatting the drive is not enough due to the data residue that is left behind. FDISK is an older DOS-based command that is used to remove or create partitions on a disk. This will not remove all data either; in fact, it only rewrites data in the master boot record and partition table. The data remains. Converting the drive from FAT to NTFS (with the convert command) keeps the data intact.

*Which of the following terms are measures of CPU speed?* a. Megahertz and gigahertz b. Megahertz and gigabytes c. Megahertz and gigabytes d. Frontside bus, backside bus

a. *Megahertz and gigahertz* The terms megahertz (MHz) and gigahertz (GHz) describe how many million or billion (respectively) cycles per second a CPU can run.

CAT: Technician Essentials and PC Anatomy 101 *A customer brings in a computer that doesn't display anything when it is turned on. You verify that the computer and monitor are receiving power and that the monitor is securely connected to the computer's only video port. Which of the following could possibly cause this problem? (Select all that apply.)* a. Motherboard b. RAM c. Hard drive d. DVD-ROM e. CPU f. Power supply g. Video card h. SATA data cable

a. *Motherboard* b. *RAM* e. *CPU* g. *Video card* If the computer is receiving power, everything is hooked up properly, and there is no display, then you need to consider what I like to call the big four: motherboard, CPU, video card, and RAM. These are the four components of the computer that could cause a no display issue. The most common is the video card; check if that is seated properly into the expansion slot. You should also check if that card works in one of your test systems. Then check if the RAM and then the CPU are properly installed and compatible. Finally, check the motherboard if necessary. Of course, at the beginning of this process, you should inquire with the customer as to when this computer failed and if anything was modified on the system of late. This might help you troubleshoot the problem. You would question the user during step 1 of the CompTIA A+ troubleshooting process: Identify the problem. As for the incorrect answers: The hard drive won't even be accessed if the system's RAM, motherboard, or CPU fails because the system won't even POST. There will be little to no activity on the HDD LED. Now, if the video card failed, the system might still boot, but without video, and you would see some HDD LED activity. However, some systems will not boot; lack of video will cause the system to stop at POST. The DVD-ROM drive won't cause a no display issue because it is a secondary device. The power supply is not the cause of the problem in this case. The scenario said that the computer was receiving power. If the power supply fails, nothing would happen when you press the computer's power on button. If the SATA data cable is disconnected (and that was the only problem), you would get video; the system would POST (and most likely record a HDD error); and then when the system attempted to boot to the hard drive, you would get a "missing OS" error or similar message.

CAT: Mobile Devices *Which of the following does a laptop have, yet a tablet does not?* a. Mouse b. Display c. Keyboard d. Wireless network adapter

a. *Mouse* Tablets do not have a mouse; instead you use your finger(s) or a stylus to tap on the display (known as a touchscreen). Tablets have displays and wireless network adapters. They also have an onscreen keyboard. The question did not specify physical or virtual keyboard. Be ready for vagaries such as those on the real exam.

CAT: Troubleshooting and Maintaining Windows *Windows 7 was installed on a computer with two hard drives: a C: drive and a D: drive. Windows is installed to C:, and it works normally. The user of this computer complains that his applications are disk intensive and that they slow down the computer. How can you resolve the problem?* a. Move the paging file to the D: drive b. Reinstall Windows on the D: drive rather than on the C: drive c. Defrag the D: drive d. Decrease the paging file size

a. *Move the paging file to the D: drive* By moving the paging file (or swap file, aka virtual memory) to the D: drive, you are freeing up C: to deal with those disk-intensive programs. Reinstalling Windows is a huge process that you should avoid at all costs, especially when unnecessary, such as in this example. Defragging the C: drive would help if that is where the OS and applications are, but defragging the D: drive will not speed up the applications. Decreasing the page file size never helps. However, increasing the size, moving it, and adding RAM are all ways to make applications run faster.

CAT: Installing and Upgrading Windows *In order to perform a network installation of Windows, which of the following must be supported by the computer's network interface card?* a. PXE b. PCI c. PCL d. PnP

a. *PXE* Network installations require that the network card be configured for Preboot Execution Environment (PXE). This allows the network card to boot off of the network, locate a network installation server, and request that the installation begin. This configuration might be done in the BIOS of the computer (if the network adapter is integrated to the motherboard), within a special program in Windows, or one that boots from CD (if the network adapter is an adapter card). Peripheral Component Interconnect (PCI) is an expansion bus that accepts network adapter cards, sound cards, and so on. PCL stands for Printer Command Language, developed by HP so a computer can properly communicate with dot matrix or thermal printers. PnP stands for Plug 'n Play, a Windows technology that allows devices to be located and installed automatically.

CAT: Mobile Devices *To connect a Bluetooth headset to a smartphone, what do you need to do? (Select the two best answers.)* a. Pair the device to the phone b. Install Bluetooth drivers c. Enter a passcode d. Disable Wi-Fi

a. *Pair the device to the phone* c. *Enter a passcode* To connect a Bluetooth headset to a smartphone, you must pair the device to the phone; then, if necessary, you enter a passcode into the phone to use the device. Most mobile devices have Bluetooth installed and will usually recognize devices automatically. If not, you might have to update Bluetooth on the device or update the device's OS. Disabling Wi-Fi is not necessary; however, Wi-Fi and Bluetooth have been known to have conflicts, and sometimes one must be disabled to use the other.

CAT: Technician Essentials and PC Anatomy 101 *What is usually found in vendor-supplied, laser printer maintenance kits?* a. Paper pickup rollers b. Replacement power cable c. Paper d. Toner cartridges

a. *Paper pickup rollers* Most laser printer maintenance kits include replacements for components that wear out, such as pickup rollers, as well as cleaning materials for the inside of the printer.

CAT: RAM *What two methods are used to protect the reliability of memory. (Select the two best answers.)* a. Parity checking b. System checking c. ECC (error-correcting code) d. Smart checking

a. *Parity checking* c. *ECC (error-correcting code)* Parity memory and ECC have an additional memory chip added for parity.

CAT: Power Supplies and System Cooling *Processors and other components use a finned metal device to help with cooling. What is this device called? (Choose two.)* a. Passive heat sink b. Thermal compound c. Active heat sink d. Chassis heat sink

a. *Passive heat sink* c. *Active heat sink* All processors require a heat sink. A heat sink is a finned metal device that radiates heat away from the processor. An active heat sink (a heat sink with a fan) is required for adequate processor cooling on current systems. Some older systems used a specially designed duct to direct airflow over a processor with a passive heat sink (a heat sink without a fan). Most motherboard's northbridge use passive heat sinks or heat pipes.

CAT: Video Displays and Video Cards *Which of the following are used to keep the video card cool? (Choose all that apply.)* a. Passive heat sinks b. Thermal glue c. Cooling fans d. Shrouds

a. *Passive heat sinks* c. *Cooling fans* d. *Shrouds* Cooling can be provided through passive heat sinks or through cooling fans and fan shrouds. Passive heat sinks on older video cards typically cover only the graphics processing unit (GPU), but newer ones provide cooling for both the GPU and memory. Video cards with passive heat sinks are good choices for home theater PCs, such as those running Windows Media Center, because these PCs need to run as quietly as possible. The material used to transfer heat between heat sinks and cooling fans is known as thermal paste or phase-change material, not thermal glue.

CAT: Using and Managing Windows *Mark wants to monitor a PC that's been having performance issues overnight. He needs something that will record the data while he's away from the computer. Which tool should he use?* a. Performance Logs and Alerts b. Task Manager c. System Monitor d. Registry

a. *Performance Logs and Alerts* To record the data while he is away (as opposed to watching the computer live), Mark should use the Performance Logs and Alerts snap-in.

CAT: Using and Managing Windows *You are contacted by a client that is having problems because her computer is running slowly. You need to run a utility to see whether the system is needs to have more memory installed. Which of the following utilities should you use?* a. Performance Monitor b. System Performance Wizard c. Memory Task Wizard d. System Configuration Utility

a. *Performance Monitor* You can use the performance monitor by going to the Run command (Windows XP) or Search box (Windows Vista, 7) and typing *perfmon*. This utility can help you diagnose memory bottlenecks.

CAT: Using and Managing Windows *Virtual memory is composed of which of the following? (Choose all that apply.)* a. Physical memory b. Extended memory c. Hard drive space d. Compressed memory

a. *Physical memory* c. *Hard drive space* Virtual memory is composed of both physical RAM and a swap or paging file on the hard drive.

CAT: Networking *You need to install software on all five computers on your small network. What should you do?* a. Place the software in a CD-ROM on one computer and share the CD-ROM drive to the network. b. You must go to each computer to install the software because CD-ROMs cannot be accessed from across the network. c. Use DHCP to automatically install the software. d. Use net install at a command prompt.

a. *Place the software in a CD-ROM on one computer and share the CD-ROM drive to the network.* One of the most efficient ways of installing software is to share the CD-ROM on one computer and have the other computers connect to the CD-ROM to install. This is one of the purposes of having a networked environment.

CAT: Security *Which hardware firewall feature enables incoming traffic on a specific port to reach an IP address on the LAN?* a. Port forwarding b. NAT c. DMZ d. Multifactor authentication

a. *Port forwarding* To open a port on your hardware firewall and send incoming traffic to a specific PC, use port forwarding.

*Where is the CMOS configuration information stored?* a. RAM b. ROM c. Cache memory d. Floppy disk

a. *RAM* CMOS configuration is stored in RAM, which maintains its information while the power is turned off by using a small battery located on the motherboard.

CAT: Laptop and Notebook Computers *What are things you should check when a laptop fails to turn on? (Select the four best answers.)* a. Power LED b. Sound port c. AC adapter d. Inverter e. Hibernate mode f. Function key g. Power button

a. *Power LED* c. *AC adapter* e. *Hibernate mode* g. *Power button* Check the power LED on the laptop first and see what it is doing. Could be that the user simply wasn't pressing the power button! If it blinks slowly once in a while the laptop might be in a sleep state. Then check the power light on the AC adapter. Make sure the AC adapter is getting power; if it is, check if it is the right adapter. Check if the system is in hibernate mode by pressing and holding the power button. Finally, the power button might be faulty, so make sure it isn't loose. If there is no AC adapter available, you should also check if the battery is connected properly and charged. Make sure the user keeps the AC adapter on hand at all times.

CAT: Video Displays and Video Cards *A PC's monitor has no display after a power failure. The LED light on the monitor is on. What should be done first?* a. Power cycle the PC b. Power cycle the peripherals c. Power cycle the UPS d. Power cycle the breaker switches

a. *Power cycle the PC* If there is a power failure, try power cycling the PC. In this scenario it could be that power went out for 5 minutes. When power returned, the monitor was still on (thus the LED) but the computer remained off (thus nothing on the display). Really, in this case you are just turning the computer on. Peripherals should have no bearing on this scenario unless they also plug in. If you power cycle the PC and there is still nothing on the display, try disconnecting the peripherals from the PC, disconnecting their AC power (if they have that), and rebooting the PC. If the monitor has a LED light, you know it is getting power and so the UPS does not need to be power cycled. However, if there was a 5-minute power loss and the UPS didn't keep the PC running, you should check the UPS battery. Turning the breaker switches for the circuit on and off is always fun but would simply cut power to the AC outlets temporarily.

CAT: Mobile Devices *A tablet device is having trouble accessing the wireless network. What should you do to troubleshoot the problem? (Select the three best answers.)* a. Power cycle the device b. Use GPRS instead c. Check if the SSID was correct d. Set up a static IP e. Forget the network and reconnect to it

a. *Power cycle the device* c. *Check if the SSID was correct* e. *Forget the network and reconnect to it* You can try power cycling the device, checking if the SSID was correct, and forgetting the network and then reconnecting to it. You should also check if the device is within range of the wireless access point, if the device supports the necessary encryption, and if Internet pass-through or other Internet sharing technologies aren't conflicting. Furthermore, you can power cycle the Wi-Fi program, check if any Wi-Fi sleep is enabled, and try enabling best Wi-Fi performance if the device offers it. As to the incorrect answers: Using the cellular GPRS connection is not a valid option when troubleshooting the Wi-Fi connection. Setting up a static IP on a mobile device is usually not a good idea and not necessary—in fact, this is one of the things you should check in the Advanced settings of the device. If a static IP is applied to the Wi-Fi adapter, it could prevent the device from connecting to all wireless networks except the one that uses that IP network number.

CAT: Using and Managing Windows *In Windows Vista, where can devices like the display and hard drives be configured to turn off after a certain amount of time?* a. Power plans b. Display Properties c. Computer Management d. Power Options Properties window

a. *Power plans* To turn off devices after a specified period of time in Windows 7/Vista, access Control Panel > Power Options. Then click Change Plan Settings for the appropriate power plan. This can be done in Windows XP from the Power Options Properties window in the Power Schemes tab. Display Properties allows you to modify things such as screen resolution. Computer Management is the most used console window in Windows 7/Vista; it includes the Event Viewer, Disk Management, and Services.

CAT: Using and Managing Windows *In Windows 7, which of the following enables administrators to perform administrative tasks that integrate scripts over a network?* a. PowerShell b. Command Prompt c. Command-line d. Windows Script Host

a. *PowerShell* The Windows 7 PowerShell enables administrators to perform administrative tasks that integrate scripts and executables and can be run over a network. It is a combination of the Command Prompt and a scripting language. The PowerShell is the successor to the Windows Script Host (WSH). The Command Prompt is Windows' version of a command-line. It is not as functional as the PowerShell.

CAT: Customized PCs and Multimedia Devices *What does a CAD/CAM workstation require? (Select the two best answers.)* a. Powerful CPU b. HDMI output c. Surround sound d. High-end video

a. *Powerful CPU* d. *High-end video* A computer-aided design/computer-aided manufacturing workstation requires a powerful CPU, high-end video, and as much RAM as possible. The CPU is especially important to run design applications such as AutoCAD. HDMI output is necessary on HTPCs. Surround sound is needed on HTPCs and perhaps gaming computers as well.

CAT: Troubleshooting and Maintaining Windows *Bob is having an issue with his display. He guesses that a problem exists with the video driver. How should he boot his Windows XP system to bypass the video driver?* a. Press F8, and then select Safe Mode b. Press F6 c. Press Ctrl, and then select Safe Mode d. Press F1

a. *Press F8, and then select Safe Mode* When Windows XP is first starting, pressing F8 brings up the Windows Advanced Boot Options Menu (ABOM), which includes several options for Safe mode (among other options). This is similar to the ABOM in Windows 7/Vista. Ctrl brings up a special menu that contains only the Safe mode options (not available in Windows 7/Vista/XP). When you enter Safe mode, the video driver is bypassed and only a simple VGA driver is loaded, allowing Bob to troubleshoot his video driver. (F5 also brings up the Windows Advanced Boot Options menu on some systems.)

CAT: Troubleshooting and Maintaining Windows *You just built a PC, and when it first boots you hear some beep codes. If you don't have the codes memorized, what are the best devices to examine first? (Select all that apply.)* a. RAM b. CD-ROM c. Video card d. CPU

a. *RAM* c. *Video card* It is common to have an unseated RAM stick or video card. These are the most common culprits of beep codes during the POST. If the CPU is not installed properly, you might not even get any beep codes at all. And the CD-ROM's functionality has little bearing on the POST.

CAT: BIOS *Setting an administrator password in the BIOS accomplishes which of the following?* a. Prevents a user from rearranging the boot order b. Prevents a user from reading e-mail c. Prevents a virus from infecting the MBR d. Prevents an attacker from opening the case

a. *Prevents a user from rearranging the boot order* Setting an admin password in the BIOS prevents a user from rearranging the boot order. The idea behind this is to stop a person from attempting to boot off of an optical disc or USB flash drive. As an administrator, you should change the BIOS boot order to hard drive first. Then apply an administrative (also known as supervisory) password. That'll stop 'em right in their tracks! The admin password does not prevent any of the other listed answers. To prevent a user from reading e-mail, you would have to remove e-mail applications (such as Outlook) and probably take away the browser, too! (Doesn't sound feasible.) To prevent a virus from infecting the MBR, you could turn on boot sector scanning in the BIOS (if the motherboard supports it). To prevent an attacker from opening the case, use a case lock. To find out if someone attempted to get into the computer itself, turn on the chassis intrusion alert in the BIOS.

CAT: Installing and Upgrading Windows *Which type of partition should an operating system be installed to?* a. Primary b. Extended c. Volume d. Logical drive

a. *Primary* Primary partitions are the first partitions created on a disk. An OS should always be installed to a primary partition, but before installing the OS, the primary partition should be set to active. If you are installing to a new hard disk, Windows will automatically set the partition to active for you. A hard disk can have four primary partitions maximum, each with its own drive letter. If you need to subdivide the hard drive further, you can also use an extended partition, which is then broken up into logical drives. Any drive that you click on in Windows that has a drive letter is known as a volume.

CAT: Printers *You have installed a new maintenance kit for a laser printer with multiple trays that were having paper jam issues. What should you do to ensure that the problem has been resolved?* a. Print a test page from all paper trays b. Reset the printer's configuration settings c. Fill the trays with paper d. Print a calibration page

a. *Print a test page from all paper trays* Always test after a job is "finished." The job actually isn't complete until you have tested the solution. In this case, print a test page from each of the paper trays. Resetting configuration settings might cause the printer to print in a way that is undesirable to customers. Don't change settings unless you are asked to do so by the customer or if something fails; remember, in this scenario you are maintaining the printer. Filling the trays with paper won't really prove anything, but it is a nice thing to do. Printing a calibration page is standard practice whenever installing or performing maintenance to a printer, but that also does not resolve any problems—unless the problem was printer calibration!

CAT: Printers *A color laser printer with a transfer belt will _____. (Choose all that apply.)* a. Print color pages as quickly as monochrome pages. b. Print color pages faster than monochrome pages. c. Use a waste toner container. d. None of the above are correct.

a. *Print color pages as quickly as monochrome pages.* c. *Use a waste toner container.* A transfer belt enables all four colors to be printed in a single pass. Color laser printers use a waste toner container that must be periodically emptied. A color laser printer that doesn't use a transfer belt prints each color separately, so it is slower not faster when printing color pages rather than monochrome.

CAT: Printers *Which of the following best describes printing in duplex?* a. Printing on both sides of the paper b. Printer collation c. Full-duplex printer communication d. Printing to file

a. *Printing on both sides of the paper* When printing "duplex," it means that you are printing on both sides of the paper (if the printer has that capability). Some laser printers can do this, but it creates a longer total paper path, which leads to more frequent paper jams. Collation is when documents are printed in a standard order, usually numerically. Full-duplex in networking is when information can be sent and received simultaneously. A printer can have a full-duplex connection to the network, but this question is referring to printing in duplex. Printing to file is a process that can be performed by Windows. Instead of selecting a physical printer when printing a document, Windows prints to a special file and saves that file to a location of your choice with a .prn extension.

CAT: Security *Where do you go to enable the Firewall in Windows XP?* a. Properties of the LAN connection b. Local Security Policy c. Event Viewer d. Security tab

a. *Properties of the LAN connection* The Firewall can be enabled through the LAN connection properties.

CAT: Power Supplies and System Cooling *What is the purpose of thermal compound?* a. Provides the best possible thermal transfer between a component and its heat sink. b. Provides the best possible thermal transfer between a component's heat sink and fan. c. To negate the effects of thermal contraction and expansion in adapter cards. d. Provides the best possible thermal transfer between the northbridge and its fan.

a. *Provides the best possible thermal transfer between a component and its heat sink.* Thermal compound (also known as thermal transfer material, thermal grease, or phase change material) provides for the best possible thermal transfer between a component (for example a CPU) and its heat sink. This prevents CPU damage. The fan and adapter cards should not have thermal compound applied to them.

CAT: Using and Managing Windows *What does System Information do?* a. Provides you with a report about the hardware resources, components, and software environment in your computer b. Enables you to select which programs and services start when Windows boots up c. Enables you to schedule hard drive defragmentation, CHKDSK scans, and other computer tasks d. Enables you to perform automatic custom backups of your files and settings

a. *Provides you with a report about the hardware resources, components, and software environment in your computer* System Information gives you a wide variety of information about your system.

CAT: Printers *A laser printer's primary corona wire does which of the following?* a. Puts a uniform negative charge on the drum b. Puts a uniform positive charge on the drum c. Puts the toner on the drum d. Removes static electricity

a. *Puts a uniform negative charge on the drum* The primary corona wire places a negative charge on the photosensitive drum. A positive charge is applied to the paper by the transfer corona wire later in the laser printing process. Toner is placed on the drum from the toner hopper. The toner is attracted to the areas that have a lesser negative charge. Static electricity is removed by a static eliminator strip.

CAT: Using and Managing Windows *User A is part of the Users Group on a Windows 7 Ultimate computer. User A attempts to access files on a UNC path: \\server\fileshare. Fileshare has the following share permissions:* *Administrators—Full Control Users—Read Only Guests—No Access However, the directory on the hard drive where the share is located has the following permissions: Administrators—Full Control Users—Change Guests—No Access* *Which level of access will the account User A have?* a. Read Only b. Change c. Full Control d. No Access

a. *Read Only* User A will end up having the Read-Only level of access to the share. Generally, a user gets the more restrictive level of access. The only thing that is different between the share's permissions and the parent directory's permissions is the level of control for the Users group. Normally, a share will obtain its permissions from the parent folder. That is, unless that option is un-checkmarked in the properties of the folder; then, the folder can be reconfigured for whatever permissions an admin wants to set for it. That must be what happened in the scenario. Administrators get Full Control access to almost everything by default. And Guests get No Access to just about everything by default. So the only possibilities for this question were Change and Read Only. Again, in general, the typical user account will receive the more restrictive level of permissions.

CAT: Networking *Which of the following traits and port numbers are associated with POP3?* a. Receives inbound e-mail on port 110 b. Receives inbound e-mail on port 25 c. Sends outbound e-mail on port 110 d. Sends outbound e-mail on port 25

a. *Receives inbound e-mail on port 110* POP3 is the protocol used by e-mail clients to receive e-mail. It makes use of Port 110. SMTP is used by e-mail clients to send e-mail. It uses port 25.

CAT: Technician Essentials and PC Anatomy 101 *Which of the following should you find out when questioning the user?* a. Recent changes to the computer. b. The last time the computer was shut down. c. How the computer is connected to the building electrical system. d. The location of resources to document your outcomes. exam-u.com

a. *Recent changes to the computer* The user should be questioned about changes that have been recently made to the computer. In some cases, a user may not know or may not want to tell you. exam-u.com

CAT: Networking *One of your customers has a wireless network that is secured with WEP. The customer wants to improve data encryption so that the transmission of data has less of a chance of being compromised. Which of the following should you do?* a. Reconfigure the network to use WPA2 b. Use MAC address filtering c. Modify the WEP key every week d. Disable the SSID broadcast

a. *Reconfigure the network to use WPA2* The best solution is to upgrade the wireless network from WEP to WPA2, or at least WPA. WEP is a deprecated wireless encryption protocol and should be updated to a newer and more powerful protocol if at all possible. If this is not possible, it would be wise to use a strong WEP key and modify it often. MAC address filtering will not increase the level of data encryption, but it will filter out unwanted computers when they attempt to connect to the wireless access point. Disabling the SSID broadcast will deter new computers from making initial connections to the wireless access point.

CAT: Storage Devices *One of your customers has a defective disk. Which command can be used to extract readable information?* a. Recover b. Replace c. Convert d. REM

a. *Recover* The Recover command can recover readable information from a bad or defective disk. The disk should be slaved to a working computer to get back the data. The Replace command will replace source and destination files but not recover lost information. Convert changes a file system from FAT to NTFS without losing data. REM records comments in a batch file (.bat) or within config.sys, a root file not typically used in Windows.

CAT: Troubleshooting and Maintaining Windows *Which of the following options are valid procedures for trying to resolve corrupted boot files with Windows XP? Choose all that apply.* a. Recovery Console b. sys.com c. fdisk.exe d. Emergency Repair Process

a. *Recovery Console* d. *Emergency Repair Process* Both Recovery Console and the Emergency Repair Process allow you to repair problems with the boot files.

CAT: Technician Essentials and PC Anatomy 101 *Which of the following is not a reason to implement a preventive maintenance schedule?* a. Reduce office temperature b. Improve performance c. Protect data d. Improve productivity

a. *Reduce office temperature* Reducing office temperature is something that can help systems as part of a preventive maintenance plan, but it is not a reason to implement the plan.

CAT: Troubleshooting and Maintaining Windows *A client needs help with an application that cannot find some of its DLL files. The DLL files are in the correct folder for the application. Which of the following programs or procedures should be used to solve the problem?* a. Regsvr32 b. Last Known Good Configuration c. Recovery Console d. System Restore

a. *Regsvr32* The Regsvr32.exe program is run from the command line to reregister "lost" DLLs that are present on the system but not listed in the Registry.

CAT: Mobile Devices *Your organization is concerned about a scenario where a mobile device with confidential data is stolen. What should you recommend first? (Select the best answer.)* a. Remote wipe program b. Remove backup application c. Passcode locks d. Locator application

a. *Remote wipe program* The remote wipe application is the most important one listed. This will prevent a thief from accessing the data on the device. Afterward, you might recommend a backup program (in case the data needs to be wiped), as well as passcode locks and locator application.

CAT: Networking *A company has Category 5e cabling lying on the floor in several locations. Which of the following is the most appropriate action to take?* a. Reroute the cables using a protective material b. Secure the cables to the floor with tape c. Install a wireless network d. Move the computers closer to the server

a. *Reroute the cables using a protective material* Your local municipality's electrical and safety code requires that all cables be installed properly. No cables can be left hanging or lying on the floor. Rerun the cables through the walls and ceiling, or use a special conduit to run the cables in a way that is safe. This in a nutshell is known as cable management.

CAT: Printers *You just turned off a printer to maintenance it. What should you be careful of when removing the fuser?* a. The fuser being hot b. The fuser being wet c. The fuser being fragile d. The fuser releasing toner

a. *The fuser being hot* The fuser heats paper to around 400° Fahrenheit (204° Celsius). That's like an oven. If you need to replace the fuser, let the printer sit for 10 or 15 minutes after shutting it down, and before maintenance. The fuser is not wet or fragile, and it does not contain toner—that is contained by the cartridge.

CAT: Operational Procedures and Communications Methods *A customer reports that a computer is very loud and occasionally turns itself off. The computer is located under a desk directly on top of the carpet. How would you remedy the situation? (Select the two best answers.)* a. Remove the computer from the floor b. Install a new hard drive c. Replace the power cord d. Wipe the computer down with a cloth e. Clean the inside of the computer

a. *Remove the computer from the floor* e. *Clean the inside of the computer* First, remove the computer from the floor. Second, take the computer outside and clean it by removing the biggest dust bunnies (which you will undoubtedly find), and use compressed air and a vacuum. That should fix the problem of noise; there was probably a lot of dust and dirt in one or more of the fans. A clogged CPU fan can also cause the CPU to overheat, resulting in the computer turning itself off. A new hard drive isn't necessary unless you find that it is malfunctioning. The power cord most likely isn't the problem here, but you could always swap it with another one to be sure. Wiping down the outside of a computer with a cloth won't do much to fix the situation, and you wouldn't wipe down the inside of the computer. On a slightly different topic, static electricity could be generated when a person touches the power button of the computer. Combine this with the computer lying on a carpet, and it could cause the computer to short out and shut down. So, it's best to keep the computer off of the floor for a variety of reasons.

CAT: Security *You are troubleshooting a customer's computer that has been infected with hundreds of viruses. The customer has mission-critical data on the computer that needs to be recovered in 30 minutes. What should you do?* a. Remove the hard drive and copy the critical data to another system using an external hard drive dock. b. Reformat the hard drive and recover the data from a recent backup. c. Add a second drive to the system and copy the critical files to that drive. d. Update the antivirus software and run a complete virus scan.

a. *Remove the hard drive and copy the critical data to another system using an external hard drive dock.* Hundred of viruses is a disaster. You won't be able to fix the problem in 30 minutes. You should remove the hard drive and connect it externally to another computer with a dock or USB to SATA hard drive adapter. Then copy the data to that other computer. If you have ever restored data from backup, you know it can be a time-consuming process. Hundreds of viruses usually requires a reformat, but that can wait until after the data has been recovered to the other computer. Adding a second drive to the infected system will not help. This is because the operating system is still infected and will be difficult to use properly. It's too late to update the antivirus software and run a complete virus scan. Maybe, if you had more time, but in this scenario you need to get the data as fast as possible.

CAT: Laptop and Notebook Computers *If you need to replace a hard drive in a typical laptop, which of the following is typically NOT necessary?* a. Remove the heat sink. b. Disconnect the AC power. c. Remove the access panel over the hard drive. d. Remove the battery.

a. *Remove the heat sink.* The heat sink is used to prevent the CPU and chipset from overheating, not the hard drive. The other steps are necessary.

CAT: Operational Procedures and Communications Methods *A help desk phone support technician is finding it difficult to understand the customer due to a heavy accent. Which action should the technician take next to help the customer resolve the problem?* a. Repeat the problem back to the customer b. Have the customer call back at a later time c. Ask the customer to not speak with an accent d. Tell the customer that her accent is preventing the problem from being solved

a. *Repeat the problem back to the customer* The technician should repeat the problem back to the customer to make sure that everyone is talking about the same thing and that both parties understand each other. Always clarify! Having the customer call back later is just delaying the problem. Asking a person with an accent to stop speaking with an accent is like telling a dog to stop wagging its tail; it probably will be futile. A technician needs to be culturally sensitive. If you seriously cannot understand the customer even after attempting to listen several times and repeating the problem back, you will have to get someone else involved who can help you or attempt to communicate with the person through e-mail.

CAT: Storage Devices *A computer's SATA RAID array is missing, and the onboard clock is slow. Which of the following steps should be taken to restore the system? (Choose all that apply.)* a. Replace CMOS battery. b. Enable SATA RAID. c. Reset clock. d. Format hard disks.

a. *Replace CMOS battery.* b. *Enable SATA RAID.* c. *Reset clock.* The slow clock is a symptom of a dead or dying CMOS battery. When system settings are lost, the RAID settings in the BIOS may be lost. However, the hard disks' contents are not affected.

CAT: Networking *You are troubleshooting a computer that is having trouble connecting to the network. Another technician supposedly just connected it to the LAN with a patch cable. Upon inspection of the patch cable, you find that each plug is wired differently. What should you do?* a. Replace the cable with a straight-through cable b. Replace the cable with a cross-over cable c. Replace the cable with a rolled cable d. Replace the cable with a 568B to 568A cable

a. *Replace the cable with a straight-through cable* The patch cable should be wired the same on both ends. Normally, a computer will connect to a switch (or to an RJ45 jack) with a straight-through cable. This cable is wired the same way on each end, usually adhering to the 568B standard. Always carry an extra straight-through cable with you! A cross-over cable is wired differently on each end—568B on one end and 568A on the other. It is used to connect a computer to another computer or a switch to another switch. This could be what the other technician mistakenly installed. You can see this if you look carefully at the plugs on each end, but it would be easier to use a patch cable tester. A rolled cable is one that allows connectivity from a computer's serial port to the console port of a router. Each of these cables uses RJ45 plugs so they can be somewhat difficult to differentiate between.

CAT: Printers *An inkjet printer has gone offline because it is out of cyan ink. Which of the following would enable you to keep printing?* a. Replace the cyan ink cartridge. b. Adjust the print spooler to print all documents in black. c. Redirect the print spooler to send all print jobs to another printer. d. All the above.

a. *Replace the cyan ink cartridge.* Most late-model ink jet printers stop printing if one of the ink cartridges is empty. You cannot change the ink color used by documents in the print spooler, nor can you direct output from one printer to another after the document is in the print queue.

CAT: I/O and Input Ports and Devices *Which two popular connector types are used with a mouse?* a. USB b. Parallel c. PS/2 d. OS/2

a. *USB* c. *PS/2* Popular connections used by the mouse today are the USB connector and the PS/2 connector.

CAT: Printers *Which of the following can you do to optimize an infrared connection between a laptop and a printer? (Select the two best answers.)* a. Shorten the distance b. Install a repeater device c. Boost the power d. Maintain a clear line of sight e. Change the transmission channel

a. *Shorten the distance* d. *Maintain a clear line of sight* You should try shortening the distance between the laptop and the printer and make sure that the infrared (IR) ports on each device can see each other. IR can be difficult to work with due to the short range and need for line of sight. This is why Bluetooth or other wireless methods are usually preferred. Repeaters are used in networking as a method of extending a wired or wireless LAN. Most IR devices' power cannot be boosted. Some IR devices' transmission frequency can be changed, but it will be less likely that you will change the channel or boost the power.

CAT: Networking *What is the most important aspect of using offline files on a networked computer?* a. Size of the computer hard drive b. Availability of either a CD or DVD-ROM on the computer c. Proximity of the computer to the server d. File server operating system

a. *Size of the computer hard drive* The most important factor is the size of the hard drive. This is because the offline files are stored locally. Optical discs are not necessary for offline files to be used. Though the computer is on the network, the network doesn't really play into the offline files on the local computer. Yes, the computer will synchronize files and needs to have proper access to the network and the file server when it does so. But when using offline files, it is all done locally. So the proximity to the server and the type of OS on the file server isn't as important. As long as the client computer can use offline files (7/Vista/XP), it should be able to sync them up with any Windows Server.

CAT: Customized PCs and Multimedia Devices *Mary installed a new sound card and speakers; however, she cannot get any sound from the speakers. What could the problem be? (Select all that apply.)* a. Speaker power is not plugged in. b. Sound card driver is not installed. c. Sound card is plugged into the wrong slot. d. Speaker connector is in the wrong jack.

a. *Speaker power is not plugged in.* b. *Sound card driver is not installed.* d. *Speaker connector is in the wrong jack.* Always make sure that the speaker power (if any) is plugged into an AC outlet and that the speakers are on (if they have a power button). When a sound card is first installed, Windows should recognize it and either install a driver through plug-and-play or ask for a driver CD. For best results, use the manufacturer's driver, the latest of which can be found on its website. Make sure that you plug the speakers into the correct 1/8" RCA jack. The speaker out is the one with concentric circles and an arrow pointing out. Or you might have 5.1 surround sound; in which case, you would use the standard front speaker jack, which is often a green jack. Finally, it's quite hard to plug a sound card into a wrong slot. For example, if you have a PCI 32-bit sound card (a common standard), you can then plug that sound card into any of the available PCI slots on your motherboard and it will be recognized. (Word to the wise, if you ever remove the sound card when upgrading, make sure you put it back in the same slot.) PCI cards will not fit in ISA, AGP, or PCIe slots.

CAT: Customized PCs and Multimedia Devices *Which of the following are output devices? (Select the three best answers.)* a. Speakers b. Keyboard c. Mouse d. Printer e. Display f. Stylus

a. *Speakers* d. *Printer* e. *Display* Speakers, printers, and displays are output devices. A speaker outputs sound. A printer outputs paper with text and graphics. A display (or monitor) displays video. Keyboards, mice, and styli are input devices. A stylus is used on mobile devices that incorporate touchscreens. It is a pen-like device used to manipulate the display, similar to a mouse. However, many mobile devices now allow a person to simply use a finger and tap on the screen.

CAT: Security *A program has been detected collecting information such as the computer name and IP address and sending that information to a specific IP address on the Internet. Which kind of threat is this an example of?* a. Spyware b. Virus c. Rootkit d. Spam

a. *Spyware* Spyware is a type of malicious software that is usually downloaded unwittingly by a user or is installed by third-party software. It collects information about the user and the user's computer without the user's consent. A virus is code that runs on the computer without the user's knowledge; it infects a computer when the code is accessed and executed. A rootkit is software designed to gain administrator-level control over a computer system without being detected. Spam is the abuse of electronic messaging systems such as e-mail.

CAT: Networking *What is the most commonly used network topology?* a. Star b. Bus c. Ring d. Mesh

a. *Star* The star topology is the most common. This is when computers are cabled to a central connecting device such as a switch. Bus and ring don't use a central connecting device and are outdated. Mesh is when each computer connects to each other. This is an expensive and complicated configuration. What is more likely is that you will encounter a partial mesh, where a few of the computers on the network have secondary connections to other systems.

CAT: Using and Managing Windows *How can you reach the System Restore utility in Windows 7? (Select the two best answers.)* a. Start > right-click Computer > Properties > click the System protection link b. Start > right-click Computer > Advanced c. Run > type systempropertiesprotection.exe d. Start > right-click Computer > Properties > click the Advanced system settings link

a. *Start > right-click Computer > Properties > click the System protection link* c. *Run > type systempropertiesprotection.exe* The correct navigational path to the System Restore configuration utility in Windows 7 is Start > right-click Computer > Properties > click the System protection link. That displays the System Properties dialog box System Protection tab. But you gotta love the other method: Run > type systempropertiesprotection.exe. Without touching the mouse, you can bring up the same dialog box: Windows + R > type systempropertiesprotection.exe. Fun! Anyway, Start > right-click Computer > Advanced is not a valid path. Start > right-click Computer > Properties > click the Advanced system settings link is valid, but it brings you to the Advanced tab of the System Properties dialog box.

CAT: Troubleshooting and Maintaining Windows *What items are required to perform an ASR system restore? Choose all that apply.* a. The ASR floppy disk b. Your most recent backup c. Your ASR backup d. Your ERD floppy disk e. A Windows XP installation CD

a. *The ASR floppy disk* c. *Your ASR backup* e. *A Windows XP installation CD* To complete an ASR restore, you need an ASR floppy disk, your ASR backup, and the Windows XP installation CD. After completing the ASR restore, you might want to restore a more recent backup to update any files on your boot drive that were changed since the ASR backup or to restore files from partitions other than the boot partition. The ERD is used when performing emergency repairs on Windows 2000 computers.

CAT: Operational Procedures and Communications Methods *A customer experiences a server crash. When you arrive, the manager is upset about this problem. What should you do in this scenario?* a. Stay calm and do the job as efficiently as possible. b. Take the customer out for a cup of coffee. c. Avoid the customer and get the job done quickly. d. Refer the customer to your supervisor.

a. *Stay calm and do the job as efficiently as possible.* Stay calm and do the job as efficiently as possible. There isn't much you can do when a customer is upset except fix the problem! I'd be interested to see what would happen if a person asked the owner of the server out for a cup of coffee, but I'm pretty sure the reaction would be negative. You don't want to avoid the customer, but you don't have to engage in anything except fixing the problem. The customer should be referred to your supervisor only if the person gets in the way of you doing your work.

*Steve adds a second 1-GB 240-pin DIMM to his PC, which should bring the total RAM in the system up to 2 GB. The PC has an Intel Core 2 Duo 3-GHz processor and three 240-pin DIMM slots on the motherboard. When he turns on the PC, however, only 1 GB of RAM shows up during the RAM count. Which of the following is most likely to be the problem?* a. Steve failed to seat the RAM properly. b. Steve put DDR SDRAM in a DDR 2 slot. c. The CPU cannot handle 2 GB of RAM. d. The motherboard can use only one RAM slot at a time.

a. *Steve failed to seat the RAM properly.* Steve failed to seat the RAM properly.

CAT: I/O and Input Ports and Devices *What are three possible reasons that a laptop's keyboard would stop functioning? (Select the three best answers.)* a. Stuck keys b. Bad inverter c. Loose connection d. Faulty touchpad e. Warped keyboard f. Discharged battery

a. *Stuck keys* c. *Loose connection* e. *Warped keyboard* A keyboard could stop functioning due to stuck keys from overuse or liquid spill; loose ribbon cable connection; and a warped keyboard caused by damage from heavy items, environmental conditions, or misuse. A bad inverter would cause the backlight to fail, and you would just barely be able to see the display. A faulty touchpad is another problem altogether; the touchpad and the keyboard are separate devices on the laptop. A discharged battery would cause the laptop to simply shut off (if using battery power only).

CAT: Power Supplies and System Cooling *Which of the following would you use to keep the power supply working properly? (Choose two.)* a. Surge protector b. Extra Power supply c. UPS units d. Multimeter

a. *Surge protector* c. *UPS units* To keep your power supply up and running and to help prevent damage from power surges, you should use a surge protector. The UPS will supply power for a short period of time to the computer system in case of total power outage.

CAT: Using and Managing Windows *What is a common risk when installing Windows drivers that are unsigned?* a. System stability may be compromised. b. Files might be cross-linked. c. The drive might become fragmented. d. Physical damage to devices might occur.

a. *System stability may be compromised.* By installing a driver that is not signed by Microsoft, you are risking instability of the operating system. The driver has no effect on files or drive fragmentation. It is extremely uncommon for a driver to cause physical damage to a device.

CAT: Networking *You are a technician for your company. You have been asked to determine which protocols are in use. You discover that the company is using TCP/IPv4. Which of the following network protocols might you also find on the network? (Choose all that apply.)* a. TCP/IPv6 b. ISP c. NetBEUI d. IEEE

a. *TCP/IPv6* c. *NetBEUI* Although most current networks use TCP/IPv4, you can also find the TCP/IPv6 and in some situations you might even find the older NetBEUI protocol (Network BIOS Extended User Interface).

CAT: Customized PCs and Multimedia Devices *Which of the following hardware cards enables the full functionality of the Windows 7 Media Center Live TV option?* a. TV tuner b. Modem c. Video card d. Network adapter

a. *TV tuner* The TV tuner is used to enable the Live TV option in Windows 7 Media Center. This is usually the toughest part to configure on an HTPC. This is due to cable company regulations. However, TV tuners are also becoming more popular when used with over-the-air signals including HD, as long as you are within close proximity to a metropolitan area. A modem is used to make dial-up connections to the Internet. Video cards display video signal to a monitor or TV; often, HTPCs will have a video card with an HDMI output. The network adapter (also known as a network card or NIC) is used to connect to the LAN.

CAT: Mobile Devices *What are a couple of differences between a tablet computer and a laptop? (Select the two best answers.)* a. Tablets have little or not field serviceable parts. b. Tablets are upgradeable. c. Laptops don't use touch screens. d. Tablets use integrated flash memory as the hard drive. e. Tablets use RAM.

a. *Tablets have little or not field serviceable parts.* d. *Tablets use integrated flash memory as the hard drive.* Unlike laptops, tablets are not field serviceable, and they use integrated flash memory instead of an SATA magnetic or SSD hard drive. Tablets are for the most part not upgradeable. Some laptops to come with touch screens. Both tablets and laptops use RAM.

CAT: Troubleshooting and Maintaining Windows *Which utility is useful in identifying a program that is hogging the processor?* a. Task Manager b. Device Manager c. System Monitor d. System Information

a. *Task Manager* Task Manager will identify very quickly a program that is hogging the processor.

CAT: Using and Managing Windows *Which of the following can be used to kill a running process?* a. Task Manager b. Computer Management c. Control Panel d. Tasklist

a. *Task Manager* The Task Manager can end (or "kill") a running process. It is also used to end applications that lock up and it analyzes the performance of the system. Computer Management is the main configuration console window; it contains the Device Manager, Event Viewer, and Services among other things. The Control Panel lists all of the configuration applets available in Windows such as Power Options, User Accounts, and Windows Defender. tasklist is a command in Windows that displays a list of the processes that are running. To kill a process in the Command Prompt, first find out the name of the process and/or process ID (PID) with tasklist, and then use the taskkill command to end the process.

CAT: Mobile Devices *Which of the following statements is true for mobile OSes?* a. The Android OS is an open software operating system. b. BlackBerry devices are capable of downloading applications from the Apple App Store. c. The Apple iOS is an open software operating system. d. Both A and C.

a. *The Android OS is an open software operating system.* Android OS is based on open OS standards, specifically Linux, and promotes open software development processes.

CAT: Using and Managing Windows *You get a call from Billy. You find out that he has a problem with several of the files on his hard drive. He claims that Windows Vista has renamed many of his files and directories. After questioning him, you find out that he just defragmented his hard drive with an MS-DOS 6.0 boot disk and the MS-DOS version of defrag.exe. What is likely the cause of the problem, and is there a solution to correct it?* a. The MS-DOS version of defrag.exe was unaware of the long filename directory entries and overwrote the directory entries. There is no easy fix for this problem. b. The long filename entries have just become unassociated from the files. Run assoc c: /repair to reestablish the associations. c. The filename entries are fine; they were automatically backed up, and Billy just needs to run lfnbk from the root of each drive. d. Everything is fine; Billy just needs to reboot.

a. *The MS-DOS version of defrag.exe was unaware of the long filename directory entries and overwrote the directory entries. There is no easy fix for this problem.* You should only use Windows 2000 or newer utilities to maintain your disks.

CAT: Networking *Ray installs a new 802.11n wireless network adapter in a desktop computer. He tries to connect to an access point but doesn't see any access points in the wireless configuration manager. Why are none of the access points listed? (Select the best answer.)* a. The access points are out of range. b. No IEEE 802.11n access points are available. c. 802.11n is not supported on the network. d. The access points cannot accept any more connections.

a. *The access points are out of range.* Most likely the access points are out of range. 802.11n indoor range is 70 meters (230 ft.), and outdoor range is 250 meters (820 ft.). If Ray is outside this range, the computer will not be able to see any access points in the wireless configuration manager. It is unlikely that no 802.11n access points are available. If Ray installed an 802.11n wireless network adapter, then he must know that there is an 802.11n WAP around. It's a possibility that none exist, but that's remote. Even if 802.11n wasn't supported, an 802.11n network adapter can downgrade to 802.11g or even 802.11b, so it should still be able to connect. Regardless, he should still be able to see other slower wireless access points in the wireless configuration manager. Finally, if there were access points, but they couldn't accept any more connections, he would again at least see them in the wireless configuration manager program. That answer doesn't explain why he can't see them.

CAT: Using and Managing Windows *You launched an MS-DOS application on your Windows computer. When you open Task Manager to see how much processing time the application is taking, you don't see it listed. Why is that?* a. The application is running inside an NTVDM. b. MS-DOS applications are not listed on the Processes tab. c. The application is listed, but the Processes tab list is using the name stored in the header of the application rather than the executable name. d. You should check the list again because all running processes are listed, and you must have missed the name.

a. *The application is running inside an NTVDM.* The application is running inside one of the NTVDMs that are listed.

CAT: Power Supplies and System Cooling *Which of the following correctly describe an SPS? (Choose all that apply.)* a. The battery on an SPS is only used when the AC power fails. b. An SPS is on all the time. c. A momentary gap in power occurs between loss of AC power and when the SPS comes online. d. An SPS is far less expensive than UPS.

a. *The battery on an SPS is only used when the AC power fails.* c. *A momentary gap in power occurs between loss of AC power and when the SPS comes online.* d. *An SPS is far less expensive than UPS.* When an SPS is used there is a momentary gap, usually about 1 ms or less, between when the power goes off and when the SPS starts supplying power. SPSs are also less expensive and are not used at all times.

*Your built-in network adapter doesn't seem to be connecting you to the network. What is one of the first things you want to check for in CMOS?* a. The built-in network adapter is enabled in CMOS b. That the network adapter driver is loaded c. That the resources are not conflicting d. That the proper protocol is installed

a. *The built-in network adapter is enabled in CMOS* One of the first thing you want to do with a built-in device is ensure that the device has been disabled in CMOS. If it has been disabled, you should look at the other choices for the solution.

CAT: Power Supplies and System Cooling *One of your department's computers is constantly overheating. The computer seems to work properly but isn't making any noise. What has most likely happened?* a. The case fan stopped working. b. The power supply failed. c. The heat sink failed. d. The CPU failed.

a. *The case fan stopped working.* The case fan is the most likely culprit of the listed answers. If the computer is overheating, it means that the hot air is not exhausting out of the case—the number one offender is the case fan. And if the system is making little noise, you can guess that a fan has failed (although they are making quieter and quieter fans). This is a quick and cheap fix luckily. However, the power supply fan could have failed (less likely), in which case you would have to replace the entire power supply. Heat sinks are passive and usually don't fail; it is more likely that the CPU fan would fail. If the CPU itself failed, it could be because of overheating, but that would cause the system to stop working, which is contrary to the scenario in the question.

CAT: Troubleshooting and Maintaining Windows *Joey's computer was working fine for weeks, and suddenly it cannot connect to the Internet. Joey runs the command ipconfig and sees that the IP address his computer is using is 169.254.50.68. What can he conclude from this?* a. The computer cannot access the DHCP server. b. The computer cannot access the POP3 server. c. The computer cannot access the DNS server. d. The computer cannot access the WINS server.

a. *The computer cannot access the DHCP server.* If you get any address that starts with 169.254, it means the computer has self-assigned that address. It is known as an APIPA address (Automatic Private IP Addressing). Normally, DHCP servers will not use this network number. A simple ipconfig/release and ipconfig/renew might fix the problem, if a DHCP server is actually available. The POP3 server is for incoming mail, the DNS server is for resolving domain names to IP addresses, and the WINS server is for resolving NETBIOS names to IP addresses.

CAT: Printers *You print an image to your printer, but the page shows a ghosted image. What could be the problem?* a. The drum needs replacing. b. The printer is offline. c. There's an incorrect driver. d. There's a dirty primary corona wire.

a. *The drum needs replacing.* A ghosted image or one that seems to repeat usually means the drum (or the entire toner cartridge including the drum) needs to be replaced. If the printer is offline, you won't be able to print to the printer. An incorrect driver will often result in a garbage printout (garbled characters) that is quite unreadable (unless you know garbage printout language). A dirty primary corona wire will often result in lines or smearing.

CAT: Printers *One of your customers reports that a laser printer is printing out blurry and smudged pages. What is the most likely reason?* a. The fuser is not getting hot enough. b. The toner cartridge is leaking. c. The toner cartridge is low. d. The fuser is too hot.

a. *The fuser is not getting hot enough.* Blurry and smudged pages tend to indicate that the fuser is not getting hot enough. The fuser lasts for about 200,000 pages of print before it needs to be replaced: a good time to install a maintenance kit. If the toner cartridge was leaking, you might see a lot of toner within the printer that needs to be cleaned properly with a computer vacuum. If the toner cartridge is low, the print would become weaker. If the fuser was too hot, it could cause the paper to become singed and could be a safety hazard. In any case when you need to maintenance the fuser, turn off the printer, unplug it, let it cool, and then replace the fuser.

CAT: Printers *A user reports that a laser printer is printing poorly. You observe that the pages have wrinkles and random patterns of missing print. What is the most likely problem?* a. The fuser needs to be replaced. b. The toner cartridge is defective. c. The corona wire is frayed. d. There is high humidity in the room.

a. *The fuser needs to be replaced.* The wrinkled pages are the number one indicator that the fuser needs to be replaced. Random patterns of missing print further indicate that the fuser is not working properly. If you note toner not being fused to the paper, then that is the last clue. The fuser usually needs to be replaced every 200,000 pages or so on a laser printer. If the toner cartridge was defective, either you would get blank printouts or there would be lines or smears, but there wouldn't be any page wrinkles. If the transfer corona wire is defective, it might result in blank paper. Damage to the primary corona wire can also result in black lines or smearing. High humidity could cause the separation pads or rollers to fail.

CAT: Power Supplies and System Cooling *After a blackout, the power comes back on, causing a surge to occur on all the computers and equipment in the office. Your co-worker's laptop display doesn't come on. However, if you look closely at the display, you can see that Windows is running, but very dimly. What could be the cause of this problem?* a. The inverter has been shorted out. b. The power supply has failed. c. The display is not getting power. d. The display driver has failed.

a. *The inverter has been shorted out.* Power surges can cause the inverter to short out, after which the cold-cathode fluorescent lamps (CCFL) cannot get any power. You need to open the LCD panel to replace the inverter in this case.

CAT: Power Supplies and System Cooling *You are called to a school lab to fix a computer. The computer supposedly worked fine the day before, but now it does not power on. The computer is plugged into a power strip with another computer. The other computer works fine. Which of the following could be the problem? (Select the two best answers.)* a. The power cable is unplugged from the computer. b. The power strip is overloaded. c. The monitor is unplugged. d. The voltage switch on the computer is set incorrectly. e. The power strip is unplugged.

a. *The power cable is unplugged from the computer.* d. *The voltage switch on the computer is set incorrectly.* Check the basics first! Make sure the power cable wasn't disconnected from the computer, and verify that the voltage switch is in the correct position. Kids like to play tricks on lab computers! A standard power strip should not overload with just two computers connected to it, but if it does, press the reset switch on the power strip. The monitor being unplugged could be a separate problem, but it won't cause the computer to not power on. If the second computer works fine, then that tells you the power strip is plugged in.

*After a sudden power outage, Samson's PC rebooted, but nothing appeared on the screen. The PC just beeps at him, over and over and over. What's most likely the problem?* a. The power outage toasted his RAM. b. The power outage toasted his video card. c. The power outage toasted his hard drive. d. The power outage toasted his CPU.

a. *The power outage toasted his RAM.* The repeating beep and a dead PC most likely indicate a problem with RAM.

CAT: Storage Devices *Select the correct statement about SATA drives.* a. The slowest SATA drive run at 1.0Gbps. b. SATA hard disks must use locking cables. c. SATA 3Gbps drives are compatible with slower SATA ports. d. SATA is used only by hard disk drives.

a. *The slowest SATA drive run at 1.0Gbps.* SATA 3Gbps drives can be used with any speed of SATA port but might need to be jumpered to reduce performance to avoid data loss when used with 1.5Gbps ports (the slowest SATA speed). SATA is also used by DVD and Blue-ray drives.

CAT: Laptop and Notebook Computers *John can't get any sound out of his laptop's speakers. What are two possible issues that could cause this? (Select the two best answers.)* a. The sound driver needs to be installed. b. The laptop is on battery power. c. He's using the wrong version of Windows Media Player. d. The volume is turned down.

a. *The sound driver needs to be installed.* d. *The volume is turned down.* Many laptops have a nearly hidden volume knob; you have to search for it. Proper sound drivers are needed to drive the sound in the system. Though Windows will attempt to install a Microsoft driver, you should get the sound driver from the manufacturer's website. Windows Media is built in to Windows. It will play most types of music and sounds without an update. If Windows Media Player doesn't recognize a file format, it will ask to update itself from the Internet. Whether the laptop is on battery power does not affect the speakers by default.

CAT: Troubleshooting and Maintaining Windows *Your computer has had a Stop error, and the first two lines read* *** STOP: 0x0000000A (0x802aa502, 0x00000002, 0x00000D00, 0xFA84001C) IRQL_NOT_LESS_OR_EQUAL*** *Address fa84001c has base fa840000 - i804prt.SYS*" Which of the following statements are true? (Choose all that apply.)* a. The type of error was IRQL_NOT_LESS_OR_EQUAL. b. The error is due to the BIOS version. c. The driver i804prt.sys was involved in the error. d. The driver i804prt.sys is located at memory address 0x802aa502.

a. *The type of error was IRQL_NOT_LESS_OR_EQUAL.* c. *The driver i804prt.sys was involved in the error.* The error is of type 0x0000000A: IRQL_NOT_LESS_OR_EQUAL. The error involves i804prt.sys, which is found at memory address 0xFA840000, not 0x802aa502. There is no information suggesting that the problem may involve the system BIOS.

CAT: Installing and Upgrading Windows *You need to back up files and settings on 20 computers running Windows XP before installing Windows 7. Which of the following programs will be the best choice?* a. USMT 4.0 b. Windows Easy Transfer c. NTBackup d. Norton Ghost

a. *USMT 4.0* USMT 4.0 and Windows Easy Transfer are both designed to back up files and settings, but USMT 4.0 is scriptable and designed to work with multiple computers.

CAT: Motherboards and Processors *A user complains that his network interface card (NIC) is not functioning and has no link lights. The weather has been changing drastically over the past few days, and humidity and temperature have been rising and falling every day. What could be the direct cause of this problem? (Select the best answer.)* a. Thermal expansion and contraction b. Thermal sublimation c. Chip creep d. POST errors

a. *Thermal expansion and contraction* Thermal expansion and contraction happen when humidity changes quickly. This can lead to what some technicians refer to as "chip creep" or "card creep." Although there might have been chip creep, the direct cause of the problem was most likely thermal expansion/contraction. POST errors would not be the cause of the error but in some cases could give you diagnostic information leading to the cause. Thermal sublimation deals with a specific type of printing process and is not involved in the problem. While in the computer, you might want to check other adapter cards in case they were affected by this phenomenon as well.

CAT: BIOS *Which of the following would you configure in the BIOS? (Select the four best answers.)* a. Time and Date b. The registry c. Boot sequence d. Passwords e. USB drivers f. WOL

a. *Time and Date* c. *Boot sequence* d. *Passwords* f. *WOL* The time/date, boot priority (boot sequence), passwords, and Wake-on-LAN (WOL) can all be configured in the BIOS. However, the registry and USB drivers are configured in Windows.

CAT: Using and Managing Windows *Which of the following commands would be used to set the time on a workstation?* a. Time b. Net time c. Net timer d. Net time set

a. *Time* If you are just setting the time on the computer, use the time command. Time can also be set in Windows within the Notification Area. The net time command is needed if you want to synchronize the local computer's time to another system or just find out the time on a remote system. net timer is not a valid command. The net time command uses the /set option if you wish to synchronize time to another computer.

CAT: Troubleshooting and Maintaining Windows *What is the purpose of a security bit?* a. To reduce the chance of users opening system cases b. To secure TCP/IP data packets c. Eight of them create a security byte d. To allow for tracking of sensitive data

a. *To reduce the chance of users opening system cases* Security bits are paired with security screws to prevent users from opening system cases.

CAT: Customized PCs and Multimedia Devices *If the floppy disk you used last week will not work today in your floppy drive, what should you do first to determine if the problem is the drive or the disk?* a. Try another disk in the drive or try the disk in another drive. b. Open the computer and check the ribbon cable. c. Replace the floppy drive. d. Check the CMOS settings.

a. *Try another disk in the drive or try the disk in another drive.* If the floppy disk won't read in the drive, try another disk first.

CAT: Printers *What should you do first before removing a paper jam?* a. Turn the printer off b. Open all the doors in the printer c. Clear the print queue d. Take the printer offline

a. *Turn the printer off* You should always turn the printer off and unplug it before putting your hands inside it! Plus, you should wait for about 10 or 15 minutes so that the fuser can cool off. Open the doors after you have turned the printer off. The print queue will be cleared on most printers when you turn them off. Taking the printer offline is not enough; it needs to be shut down to be safe.

CAT: Networking *Which of the following types of cable have a copper medium? (Select the three best answers.)* a. Twisted pair b. Coaxial c. Fiber optic d. Cat 5e e. Multi-mode

a. *Twisted pair* b. *Coaxial* d. *Cat 5e* Twisted pair, coaxial, and Category 5e cable are all examples of network cables with a copper medium. They all send electricity over copper wire. Multi-mode is a type of fiber-optic cable; it uses light to send data over a glass or plastic medium. Twisted pair is the most common type of cabling used in today's networks.

CAT: Installing and Upgrading Windows *Which type of hypervisor runs operating systems on bare metal?* a. Type 1 b. Type 2 c. Virtual PC d. Windows XP Mode

a. *Type 1* The Type 1 hypervisor is the bare metal, or native hypervisor. It runs directly on the host computer's hardware. Examples include Microsoft Hyper-V, VMware ESX, and Citrix XenServer. This is required for true virtualization workstations. Type 2 hypervisors run within another operating system. Examples of this include Microsoft Virtual PC, Windows XP Mode (which runs in a Virtual PC window within Windows 7), and VirtualBox. These do not run nearly as fast as type 1 hypervisors and so are used for limited purposes. For example, if a company wanted to run Windows Server 2008 in a virtual environment but have it be an actual server on the network, it should run in a type 1 hypervisor. But if you are learning how to use Windows Vista—for example, in a lab environment—the type 2 hypervisor would probably be fine.

CAT: Printers *A friend of yours is experiencing unusual problems with a printer due to voltage fluctuations in the wall outlet. Which of the following should be used to eliminate the fluctuations?* a. UPS b. Multimeter c. Surge protector d. Gas generator

a. *UPS* Use an uninterruptible power supply (UPS) to provide clean power and eliminate the voltage fluctuations—with the stipulation that the printer is not a laser printer! If it's a laser printer, connect it to its own line conditioner. That is because of the load the laser printer puts on the device it plugs into. The question did not specify that this was a laser printer, and most friends of mine have inkjets. It's not outside the realm of possibility, but it will be less likely, and that's what you have to assume when taking the exam. As for the incorrect answers: a multimeter is what you would have used to figure out that the AC outlet was providing dirty power. A surge protector will not condition the voltage that is coming from the AC outlet; it will only protect against surges and spikes. A gas generator is a ridiculous option that would actually work in this scenario. However, it is not wise to keep a gas generator in the house; plus it will cost the friend more in money and maintenance as compared to a UPS.

CAT: Printers *Which of the following ports would you most likely connect a printer to?* a. USB b. LPT c. FireWire d. eSATA

a. *USB* A printer would most likely be connected to a Universal Serial Bus (USB) port. LPT is an older parallel port that is less commonly used. Though there are FireWire printers, they are much rarer than USB printers. eSATA is normally used for external hard drives or external optical drives. Printers can also connect to the network directly if they have an RJ45 port.

CAT: BIOS *If you are installing a larger memory module that is listed as compatible and it is not detected at full capacity, which of the following is most likely to solve the problem?* a. Update the BIOS b. Contact the manufacturer of the module c. Set memory timing manually d. Run Windows update

a. *Update the BIOS* Sometimes the BIOS does not support newer technologies. When making changes to the systems, such as adding a faster CPU, a larger memory module, or a larger SATA or PATA drive, you might need to update the BIOS. The module manufacturer typically uses the most recent support information to determine whether a module will work in a particular system. Setting memory timings manually is typically done for overclocking and will not affect the system's capability to use larger modules. Windows Update checks for updates to Windows, not to the BIOS.

CAT: Troubleshooting and Maintaining Windows *Your friend is playing the latest first-person game on a PC, but the screen is pausing during game play. Your friend has a high-end graphics card and the maximum memory for the motherboard. What should you do to help the situation?* a. Upgrade the drivers b. Reinstall the OS c. Replace the hard drive d. Reinstall the game

a. *Upgrade the drivers* If you see video issues such as pausing during game play, upgrade the video drivers. Make sure that you download the latest video driver from the manufacturer's website. Gamers cannot rely on Microsoft drivers, especially FPS gamers! Sometimes reinstalling a game is necessary but shouldn't be in this scenario. Replacing the hard drive and reinstalling the OS are drastic and unnecessary measures for this problem.

CAT: Networking *Signal strength for a laptop's wireless connection is low (yellow in color and only one bar). The laptop is on the first floor of a house. The wireless access point (WAP) is in the basement. How can the signal strength be improved? (Select the two best answers.)* a. Use a WAP signal booster b. Move the WAP from the basement to the first floor c. Download the latest driver for the NIC d. Download the latest BIOS for the laptop

a. *Use a WAP signal booster* b. *Move the WAP from the basement to the first floor* The easiest and (probably) cheapest way is to move the WAP. Basements are usually the worst place for an access point because of concrete foundations and walls, electrical interference, and so on. Signal boosters might also work, but often the cost of a signal booster is the same as buying a newer, more powerful WAP! Unfortunately, new drivers and firmware usually will not help the situation.

CAT: Laptop and Notebook Computers *Which of the following are ways to troubleshoot power problems on a laptop?* a. Use a multimeter. b. Turn off the computer. c. Make sure the laptop is unplugged. d. None of these options is correct.

a. *Use a multimeter.* When troubleshooting power problems, use a multimeter to check to see whether the outlet is working properly. Make sure the multimeter is set for DC power.

CAT: Technician Essentials and PC Anatomy 101 *How can you reduce the chance of ESD? (Select the three best answers.)* a. Use an antistatic strap. b. Use an antistatic mat. c. Raise the temperature. d. Raise the humidity. e. Lower the humidity. f. Work in a carpeted area.

a. *Use an antistatic strap.* b. *Use an antistatic mat.* d. *Raise the humidity.* To reduce the chance of electrostatic discharge (ESD), use an antistatic wrist strap and mat. Also, consider raising the humidity. The more humidity there is, the less friction, and ultimately, less ESD. Raising the temperature will have no effect. Lowering the humidity increases the chances of ESD. Working in a carpeted area will also increase the chance of ESD; try to work in a non-carpeted area. You should also touch the chassis of the computer before handling any components. In addition, place components in antistatic bags when they are not in use.

CAT: Networking *You need to connect to a server to use shared resources. Which of the following are ways to connect to the server? (Choose two.)* a. Use the UNC path of the resource you need access to. b. Contact the network administrator for help. c. Use the map network drive tool. d. Just walk over to the server and do what you need.

a. *Use the UNC path of the resource you need access to.* c. *Use the map network drive tool.* The Universal Naming Convention (UNC) is designed to enable users to access network resources, such as folders or printers, without mapping drive letters to network drives or specifying the type of device that stores the file or hosts the printer. If you are using a Windows operating system, you can also use the map network drive tool and provide the UNC path.

CAT: Using and Managing Windows *Which of the following tools would enable you to create a new user account in Windows XP?* a. User Accounts b. User Account Control c. Users and Groups d. Users and Passwords

a. *User Accounts* User Accounts would enable you to create a new user account in Windows XP.

CAT: Video Displays and Video Cards *Identify three types of video connectors.* a. VGA type b. DVI type c. HDMI type d. USB type

a. *VGA type* b. *DVI type* c. *HDMI type* VGA, DVI, and HDMI are the three main types of connectors you will be dealing with. You can also use S-Video for a connection.

CAT: Security *You are required to set up a secure connection between two offices over the Internet. Which technology should you select?* a. VPN b. FTP c. VLAN d. HTTP

a. *VPN* You should install a virtual private network (VPN). This enables a secure connection between two offices using the Internet. It utilizes one of two tunneling protocols to make the secure connection: Point-to-Point Tunneling Protocol (PPTP) or Layer Two Tunneling Protocol (L2TP). FTP is the File Transfer Protocol; by default it is not secure. VLAN stands for virtual local area network; a VLAN is confined within a single office but does offer some security in the form of compartmentalization. Hypertext Transfer Protocol (HTTP) is used to make connections to websites but is not secure by itself; that would require HTTPS.

*Which type of memory is dual-ported (can read from and be written to at the same time)?* a. VRAM b. DRAM c. SRAM d. L1 cache

a. *VRAM* VRAM, or video RAM, is dual-ported memory that can be read from and be written to at the same time. Because of the performance increase with this type of memory, it is the desired memory for video accelerator cards. The other types of memory are single-ported, which means that you have to read and write through the same port and can only go one way at a time. As a result, the memory is slower than VRAM.

CAT: Motherboards and Processors *Which of the following are the Intel and AMD names for CPU virtualization? (Select the two best answers.)* a. VT-x b. AMD-Vi c. VT-d d. AMD-V

a. *VT-x* d. *AMD-V* Intel CPU virtualization is named VT-x. AMD CPU virtualization is named AMD-V. AMD-Vi is the name for AMD chipset virtualization. VT-d is the name for Intel chipset virtualization.

CAT: Networking *A user cannot connect to a printer with the following UNC path: \\10.10.1.5\printer1. Which of the following paths is the best solution?* a. ipp://10.10.1.5/printer1 b. https://10.1.1.5/printer1 c. //10.10.1.5/printer1 d. http:\\10.10.1.5\printer1

a. *ipp://10.10.1.5/printer1* IPP stands for the Internet Printing Protocol. It is a common standard used for remote printing. IPP paths are similar to HTTP paths, but instead they begin with the letters ipp. IPP supports access control, authentication, and encryption enabling secure printing. Some organizations prefer to use IPP instead of UNC paths. Although answer B could be a possibility, it would be more likely to use IPP instead of HTTPS. However, the IP address in answer B is also incorrect; the second octet is a 1 instead of a 10. Answer C isn't correct syntax; two slashes should be preceded by some kind of protocol such as IPP or HTTP. Or if this was meant to be a UNC, the slashes should be backslashes; however, a UNC was the original path that failed, so it is incorrect either way. Answer D is showing backslashes in the path instead of the proper slashes.

CAT: Networking *Which of the following is the correct net syntax for discovering which network shares on a particular server are mapped on your computer?* a. net view \\fileserver b. net \\fileserver c. net map \\fileserver d. net share \\fileserver

a. *net view \\fileserver* To see the network shares mapped on your computer, use net view \\fileserver.

CAT: Using and Managing Windows *What file is a copy of the SCSI drivers for the SCSI controller in your Windows XP computer?* a. ntbootdd.sys b. boot.ini c. ntldr d. ntdetect.com

a. *ntbootdd.sys* The ntbootdd.sys file is a copy of the SCSI driver that has been renamed and is used during the boot process.

CAT: Networking *You are experiencing intermittent connectivity to the website www.davidlprowse.com and want to check the status of the connectivity to that web server over a span of half an hour. Which of the following commands should you use?* a. ping -t b. ipconfig /all c. nslookup d. ping -l

a. *ping -t* ping -t is a continuous ping. It will ping the web server with ICMP echo packets until you manually stop the operation. You can stop the operation by pressing Ctrl+C on the keyboard. When you do so, an average of the ping results will be displayed, as well as the total packets that were sent, received, and lost. ipconfig /all displays the configuration of your network adapter. nslookup enables you to find out a domain's corresponding IP address, as well as carry out other name server configurations. ping -l is a four-packet ping, but the -l parameter enables you to modify the size of the packet being sent.

CAT: BIOS *If your system does not display the correct key to press to enter the BIOS setup program on startup, which of the following actions might work?* a. press the *F2* key. b. Run compmgmt.msc in Windows. c. Press the *F8* key. d. Press the *Ctrl+Alt+Del.*

a. *press the "F2" key.* Most motherboards use either a function key, the Delete key, or a combination of keys to enter the BIOS setup program. Which key you use depends on the manufacturer of the motherboard. F2 is a common key when entering the BIOS, as are F1, F10, and Delete. The F8 key is not used to start the BIOS setup program; it is used by the Windows Advanced Options Boot menu when accessing options such as Safe Mode. A few systems also use F8 to select which drive to boot from. Compmgmt.msc starts the Computer Management console (used for services, drives, and other Windows features).

CAT: Using and Managing Windows *How do you open the Registry Editor from the command prompt? (Select two.)* a. regedit b. regedt32 c. regeditor d. rgstry

a. *regedit* b. *regedt32* From the command prompt, you can use either regedit or regedt32 to open the Registry Editor.

CAT: Using and Managing Windows *Which command-line tool in Windows XP will find all of the unsigned drivers in the computer?* a. sigverif b. dxdiag c. ping d. msconfig

a. *sigverif* The sigverif.exe tool can be used to check for unsigned drivers within your operating system. Unsigned drivers are drivers that have not been verified by Microsoft. If you receive error messages and are troubleshooting, run this command from the Run prompt. When the check is finished, unsigned drivers will be displayed. This list is also stored in a file called sigverif.txt within the %systemroot%. dxdiag is short for DirectX diagnostics. It is used to test the functionality of audio and video devices. ping is used to test whether or not another host is on the network. Msconfig (the Microsoft System Configuration Utility) is a tool used to troubleshoot the startup process of Windows.

CAT: Using and Managing Windows *An administrator cannot connect to a network volume. Which of the following is the best path for the administrator to use?* a. \\computername\C$ b. \\ipaddress\sharename c. //computername/C$ d. http://computername/C e. \\computername\sharename

a.*\\computername\C$* The universal naming convention (UNC) \\computername\C$ or \\ipaddress\C$ would be the best option. This allows the administrator to connect to the hidden share for the root of C. If the administrator has issues connecting to a network volume with a particular share name, they should use the hidden share. This can be done by computer name or by IP address. It would not be necessary to connect utilizing HTTP. Also, it is not wise to share the C: drive with a share name called "C."

CAT: Storage Devices *You are tasked with installing a new SATA revision 3.0 hard drive controller so that the computer can access hard drives at 6 Gb/s. Which step list will most likely prevent errors?* a. 1. Install the card. 2. Update the BIOS. 3. Upgrade the card's firmware. 4. Install the driver. 5. Apply system updates. b. 1. Apply system updates. 2. Update the BIOS. 3. Install the card. 4. Install the driver. 5. Upgrade the card's firmware. c. 1. Update the BIOS. 2. Install the driver. 3. Install the card. 4. Upgrade the firmware. 5. Apply system updates. d. 1. Apply system updates. 2. Install the driver. 3. Install the card. 4. Upgrade the firmware. 5. Update the BIOS.

b. *1. Apply system updates. 2. Update the BIOS. 3. Install the card. 4. Install the driver. 5. Upgrade the card's firmware.* The process order for installing a new hard drive controller card is to: 1. Apply system updates; 2. Update the BIOS; 3. Install the card physically; 4. Install the driver; and finally 5. Upgrade the card's firmware. That's the smartest list of steps for any hardware upgrade. You want to update the BIOS before installing the card, so that the BIOS will have a better chance of recognizing it. Of course, you should have made sure that the card is compatible with the motherboard and your version of Windows before purchasing. Update the controller card's firmware last. All of the other listed orders have anomalies that could lead to errors. For example, applying the system updates last would cause Windows to recognize the card properly too late. It might also cause Windows to attempt to install a Microsoft driver when you really want the manufacturer's driver. When upgrading, think this way: Windows updates, BIOS updates, physical install, driver install, special firmware upgrades. Then test it, and if it tests true, sit back and whistle your favorite tune. All PC techs do that, right?

CAT: I/O and Input Ports and Devices *USB 1.1 devices can run at two speeds. What are the speeds?* a. 1 and 2 Mbps b. 1.5 and 12 Mbps c. 1.5 and 15 Mbps d. 12 and 48 Mbps

b. *1.5 and 12 Mbps* USB 1.1 devices can run at either 1.5 Mbps or 12 Mbps.

CAT: I/O and Input Ports and Devices *If you need to connect audio sources using RCA jacks to audio jacks on the computer, you need an adapter from RCA to which of the following sizes?* a. 6mm b. 1/8 inch c. 1/4 inch d. 1 inch

b. *1/8 inch* The 1/8 inch audio mini-jack is used by sound cards and motherboard-integrated speakers for microphone, and line-in jacks. Also, to avoid confusion, most recent systems have color-coded jacks.

CAT: I/O and Input Ports and Devices *What is the maximum distance at which a Class 2 Bluetooth device can receive signals from a Bluetooth access point?* a. 100 meters b. 10 meters c. 5 meters d. 1 meter

b. *10 meters* Class 2 Bluetooth devices have a maximum range of approximately 10 meters. Class 2 devices are the most common (for example, Bluetooth headsets). Class 1 has a 100-meter range, and Class 3's range is approximately 1 meter. The maximum length of a standard USB 2.0 cable is 5 meters.

*Of the following, which is the fastest memory?* a. 30 ns b. 10 ns c. 120 ns d. 70 ns

b. *10 ns* With nanoseconds (ns), the lower the number, the faster. Because it is measured in billionths of a second and determines how long it takes the system to access the information stored in memory, 10 ns is faster than the other choices.

CAT: I/O and Input Ports and Devices *At what speed does USB 1.1 transfer information?* a. 10 Mbps b. 12 Mbps c. 100 Mbps d. 480 Mbps

b. *12 Mbps* USB 1.1 devices run at 12 Mbps, and USB 2.0 devices run at 480 Mbps.

CAT: Motherboards and Processors *In current motherboards, which memory bus width can be accomplished by using the dual channel technology?* a. 64-bit b. 128-bit c. 256-bit d. 448-bit

b. *128-bit* Dual channel memory combines two sticks of RAM into a bank that is 128-bit. Single channel memory is 64-bit. 256-bit is a common bit length used by the Advanced Encryption Standard (AES). 448-bit memory bus width is used by some video cards. These types of video cards have much faster RAM access than motherboards do.

CAT: Video Displays and Video Cards *Which of the following form factors does a VGA connector comply with?* a. 8P8C b. 15-pin D shell c. microATX d. RG-6

b. *15-pin D shell* The VGA connector uses a D shell (also referred to as D-sub) 15-pin connector. It has three rows of five pins. The 8P8C is the technically correct name for an RJ45 networking plug. microATX is a motherboard form factor commonly used in smaller PCs and HTPCs. RG-6 is the connector used for cable TV and cable Internet connections.

*How many devices can exist in an IDE chain?* a. 1 b. 2 c. 3 d. 4

b. *2* IDE supports only two devices in an IDE chain. EIDE improves on this limit by allowing four devices.

CAT: Technician Essentials and PC Anatomy 101 *Computer components can be destroyed with as little as* a. 3,000 volts b. 200 volts c. 500 volts d. 900 volts exam-u.com

b. *200 volts* Computer chips and components can be killed with about 200V exam-u.com

CAT: Networking *The IP address 192.168.1.1 should have what default subnet mask?* a. 255.255.0.0 b. 255.255.255.0 c. 255.0.0.0 d. 255.255.255.255

b. *255.255.255.0* 192.168.1.1 is a private Class C address and therefore should have the subnet mask 255.255.255.0, the standard default subnet mask for Class C. 255.255.0.0 is the Class B default subnet mask. 255.0.0.0 is the Class A default subnet mask. 255.255.255.255 is the broadcast address for IP. It is not usable as a subnet mask for typical computers on the LAN.

*What is the maximum capacity for a partition using the FAT file system?* a. 2MB b. 2GB c. 16GB d. 200GB

b. *2GB* FAT file system can access only 2GB partitions. This has seen a big improvement with FAT32, which can be access 2000GB partitions.

CAT: Networking *What is the standard range of 802.11a/b/g wireless networks?* a. 10 meters b. 30 meters c. 50 meters d. 100 meters

b. *30 meters* Most 802.11 wireless networks have a range of 30 meters in open air.

CAT: Networking *The IP address 192.168.1.1 uses what addressing scheme?* a. 64-bit b. 32-bit c. 128-bit d. 40-bit

b. *32-bit* There are 32 bits in a standard IPv4 address. In this case, the binary equivalent of the IP numbers would be 192 = 11000000, 168 = 10101000, 1 = 00000001, and 1 = 00000001. If you count all the binary bits, you end up with 32 in total. Therefore, the address is a 32-bit dotted-decimal address. 64-bit is a term used with newer x64 CPUs. 128-bit is used by IPv6. 40-bit is a commonly used amount of bits in older encryption techniques.

CAT: Networking *What's the top speed for data transfers using IrDA technology?* a. 2 Mbps b. 4 Mbps c. 11 Mbps d. 54 Mbps

b. *4 Mbps* Data transfers using the IrDA protocol top out at 4 Mbps.

CAT: Mobile Devices *Your customer tells you that when trying to synchronize a smartphone via Bluetooth to Windows, a "no Bluetooth device" error message appears on the smartphone. The computer has a Bluetooth card installed. Which of the following is the most likely cause?* a. The 802.11 card is disabled. b. A BIOS setting is incorrect. c. The hard drive is faulty. d. A microwave is interfering with the signal.

b. *A BIOS setting is incorrect.* Chances are that a computer BIOS setting is incorrect. The card either is not being recognized in the BIOS or is not enabled. Of course, it is also possible that the card has an incorrect driver installed in Windows. 802.11 refers to WLAN (Wi-Fi), not Bluetooth. Disabling the WLAN card will not affect this scenario. If the hard drive was faulty, you would see other indications such as lockups or failure to boot, but nothing dealing with Bluetooth devices. Microwaves are usually not located near a person's computer. Though it is possible for a microwave or other wireless device to interfere with Bluetooth, it is the less likely answer.

CAT: BIOS *Which of the following is indicated by repetitive flashing lights on the keyboard during POST?* a. A software error b. A hardware error c. A password is required d. An external peripheral error

b. *A hardware error* Most likely, repetitive flashing lights on a keyboard will indicate the presence of a hardware error, probably internal to the computer. If nothing comes up on the display, and all you have to go by are flashing lights on the keyboard, you can probably ascertain that the POST has failed and that the problem lies within the big four (as I like to call them): CPU, RAM, video, or motherboard. Software errors can't occur until the operating system attempts to boot, and without the POST finishing successfully, that won't happen. Passwords are required when you see a repetitive flashing light on the screen, not on the keyboard—and even then, only if you are attempting to access the BIOS or if someone configured a user password in the BIOS. External peripherals don't need to post properly for the computer to boot to the OS. Even the keyboard isn't necessary. The POST is more interested in the guts of the computer, especially the big four and the hard drive.

CAT: Networking *Which of the following best describes token passing?* a. Data is placed on the wire; the sending workstation detects whether there is an error and retransmits if there is. b. A token runs around the network; when a computer wishes to send data on the network, it fills the token with information. c. Dummy data is placed on the wire; if the data collides with other information, the real information is not transmitted. If the dummy data does not collide, the real data is delivered. d. Dummy data is placed on the wire; if the data collides with other information, the real information is transmitted. If the dummy data does not collide, the real data is withheld.

b. *A token runs around the network; when a computer wishes to send data on the network, it fills the token with information.* With token passing, an empty token runs around the network, and when your computer wants to submit information on the wire, it fills the token with the information and releases the token onto the network.

CAT: Using and Managing Windows *Device drivers are used to do what?* a. Provide power to the device while it is operating b. Act as a software interface between the operating system and the device c. Provide advanced configuration options for the device d. Steer the device to a new location on the computer

b. *Act as a software interface between the operating system and the device* Device drivers act as an intermediary between the operating system and physical devices.

CAT: Operational Procedures and Communications Methods *As you are servicing a manager's PC at your company, you run across a list of names of employees who are supposedly about to be let go from the company. Some of these people are co-workers. What should you do?* a. Turn the sheet over. b. Act as if you never saw the list. c. In secret, tell everyone who was on the list. d. Yell at the manager for having that list out.

b. *Act as if you never saw the list.* There isn't much you can do in a situation like this. The best thing is to ignore it and act as if it never happened. Technicians must be security-minded. In addition, the purported list might be real, but it might not be. It isn't your call to make. However, before working at a customer site, you should ask that all confidential materials be removed before you begin work.

*Which of the following CPU characteristics determine how much total memory the system can access?* a. Data bus b. Address bus c. Registers d. Math co-processor

b. *Address bus* The address bus dictates how much memory the CPU can address. The data bus is the pathway to system memory, and registers are storage areas for data being processed.

CAT: Using and Managing Windows *Which user group permission level has the highest amount of access on a Windows computer?* a. Supervisor b. Administrator c. Power User d. Backup operator

b. *Administrator* Administrators can have access to everything. Supervisor is something you would see in the BIOS or in other operating systems besides Microsoft Windows. Power users can install software but do not have access to all data by default in Windows XP; however, they are considered a legacy group in Windows 7/Vista and are treated the same as standard users. Backup operators have access to tape backups and backup programs.

CAT: Networking *Which of the following does not impact the quality of wireless signals?* a. Microwave ovens b. Air temperature c. Cordless phones d. Distance between access point and clients

b. *Air temperature* Air temperature has not been documented to have an impact on wireless networks.

CAT: Networking *Which of the following best describes a client-server environment?* a. All users on the network connect to one another for the purpose of file sharing. b. All users on the network connect to a central server and access resources on that central server. c. All users on the network connect to one another for the purpose of printer sharing. d. Each user accesses only one other user's computer.

b. *All users on the network connect to a central server and access resources on that central server.* Client-server environments are implemented for the purpose of centralized administration and security. It is much easier for an administrator to control resources if he is sitting at one computer and all users connect to that one computer.

CAT: I/O and Input Ports and Devices *A serial port hook up devices such as external modems and label printers. What is this port usually called?* a. SCSI port b. COM port c. PS/2 port d. Parallel port

b. *COM port* Another name for the serial port is the COM (short for communications) port.

CAT: Networking *Which of the following descriptions classifies the protocol IMAP?* a. A protocol that allows real-time messaging b. An e-mail protocol that allows users to selectively download messages c. An e-mail protocol that allows users to send but not to receive messages d. A protocol that authenticates users who are sending e-mail

b. *An e-mail protocol that allows users to selectively download messages* IMAP is the Internet Message Access Protocol, which allows an e-mail client to access e-mail on a remote mail server. Generally the e-mail client software will leave the messages on the server until the user specifically deletes them. So, the user can selectively download messages. This allows multiple users to manage the same mailbox. Real-time messaging can be accomplished by using instant messaging and chat programs. IMAP, like POP3, allows users to download or receive messages, but it does not send messages; a protocol such as SMTP would be used to send mail. IMAP, like POP3, authenticates the user, but again not for sending e-mail—just when receiving e-mail.

CAT: Using and Managing Windows *What is the difference between a virtual machine (VM) and an emulator?* a. A VM converts commands to and from a host machine to an entirely different platform, whereas an emulator creates an environment based on the host machine and does no converting. b. An emulator converts commands to and from a host machine to an entirely different platform, whereas a VM creates an environment based on the host machine and does no converting. c. An emulator requires a host OS, whereas a VM runs on bare-metal servers without an OS. d. A VM requires a host OS whereas an emulator runs on bare-metal servers without an OS.

b. *An emulator converts commands to and from a host machine to an entirely different platform, whereas a VM creates an environment based on the host machine and does no converting.* An emulator converts from one platform to another, whereas a virtual machine mirrors the host machine.

CAT: Security *Which of the following is the best source of information about malicious software detected on a computer?* a. Operating system documentation b. Anti-spyware software website c. Readme.txt file included with the anti-spyware software installation d. The user of a previously infected computer

b. *Anti-spyware software website* New malicious software (malware) is always being created. Because of this, the best place to find information about spyware, a virus, or other malware is at a place that can be updated often and easily: the anti-malware company's website. Operating system documentation will usually not have this kind of information. In addition, the OS documents and the anti-spyware readme.txt file will be outdated soon after they are written. Never trust in what a user has to say about malware. The user is not the person who would remove it—a technician would.

CAT: Technician Essentials and PC Anatomy 101 *Which tool should always be used when working on the inside of the computer?* a. Cordless drill b. Antistatic strap c. Multimeter d. Screwdriver

b. *Antistatic strap* Always use an antistatic strap to avoid ESD (electrostatic discharge). Power tools and battery-operated tools such as cordless drills should be avoided. Although multimeters and screwdrivers are tools you might use, they might not always be necessary, whereas the antistatic strap should always be worn.

CAT: Technician Essentials and PC Anatomy 101 *Which of the following tools can protect you in the case of a surge?* a. Torx wrench b. Antistatic strap c. Antistatic strap d. Antistatic mat

b. *Antistatic strap* Most antistatic straps come with a 1 mega ohm resistor, which can protect against surges. However, the best way to avoid a surge is to 1) make sure the computer is unplugged before working on it; and 2) don't touch any components that hold a charge. This means don't open power supplies or CRT monitors, and don't touch capacitors on any circuit boards such as motherboards. And, of course, stay away from any other electrical devices when working on computers.

CAT: Security *Which type of software helps protect against viruses that are attached to e-mail?* a. Firewall software b. Antivirus software c. Windows Defender d. Hardware firewall

b. *Antivirus software* Antivirus software (such as McAfee or Norton) updates automatically so as to protect you against the latest viruses, whether they are attached to e-mails or are lying in wait on removable media. Firewalls protect against intrusion but not viruses. They could be hardware-based, such as the ones found in most SOHO multifunction network devices, or software-based, such as the Windows Firewall. Windows Defender is free Microsoft software that protects against spyware/malware.

CAT: Operational Procedures and Communications Methods *You have been given the task of installing a new hard drive on a server for a customer. The customer will be supervising your work. What should you ask the customer first?* a. What is the administrator password? b. Are there any current backups? c. Do you want me to shut down the server? d. Which version of Windows Server is this?

b. *Are there any current backups?* Always check whether there are backups and physically inspect and verify the backup before changing out any drives. Making sure that a backup is available is the first order of business. Once the backup has been taken care of, you can have the customer give you the password to log in (or let the customer log in) and find out which version of Windows Server is running.

CAT: Using and Managing Windows *Phil is using a Windows XP computer and has run into a problem. He has called you on the phone and has asked for you to open a Remote Assistance connection to his computer to walk him through the solution. What is the first step that you must take?* a. Open the Remote Desktop Connections program. b. Ask Phil to choose Help and Support from the Start menu. c. Ask Phil to run geninvite.exe from Start⇒Run. d. Open the Remote Assistance program on your computer, File⇒Connect to computer, and choose Phil's computer.

b. *Ask Phil to choose Help and Support from the Start menu.* The Remote Assistance process starts with an invitation being generated by the person requesting help. This invitation is created using the Help and Support Center.

*What does BIOS provide the computer? (Choose the best answer.)* a. BIOS provides the physical interface for various devices such as USB and FireWire ports. b. BIOS provides the programming that enables the CPU to communicate with other hardware. c. BIOS provides memory space for applications to load into the hard drive. d. BIOS provides memory space for applications to load into from the main system RAM.

b. *BIOS provides the programming that enables the CPU to communicate with other hardware.* BIOS provides the programming that enables the CPU to communicate with other hardware.

CAT: Installing and Upgrading Windows *You are the technician for your company. You are about to replace Windows XP with Windows 7. You need to prepare the computer for the upgrade. What should you do before attempting this upgrade? (Choose all that apply.)* a. Install any new device drivers. b. Back up all important files. c. Download any application updates. d. Back up Internet Explorer favorites. e. Download any new device drivers, and download any application updates only.

b. *Back up all important files.* c. *Download any application updates.* d. *Back up Internet Explorer favorites.* Before you replace Windows XP with Windows 7, you should also download any new device drivers or new application updates that you need. Create a folder for your updates on your system and uncompressed them if necessary so that they can be used during the upgrade process. And, of course, back up any important files, email, and setting: For example, Internet Explorer favorites, your email program's blocked sender list, or download and run Windows Easy Transfer to back up the bulk of the files and settings on your computer.

CAT: Troubleshooting and Maintaining Windows *You are contacted by a customer who is running a preinstalled copy of Windows 7. The client wants to be able to boot the system in the operating system fails. Where should the client look for the option to create an emergency disc?* a. MSCONFIG b. Backup and Restore c. System Properties d. Action Center

b. *Backup and Restore* Open Backup and Restore in Control Panel to find the option to create and Emergency Repair Disc. This disc can be used to boot the system into the Windows Recovery Environment (WinRE). WinRE can be used to repair a system that can't boot and for other system restoration and repair options.

CAT: Security *What technology use human body characteristics as a way of allowing users into a secured area?* a. Smart card b. Biometrics c. PIN number d. Keyless entry

b. *Biometrics* Biometrics is a technology that can use fingerprints, voice, and retina scans as an authentication method.

CAT: Networking *What does the b in 1000 Mbps stand for?* a. Megabytes b. Bits c. Bytes d. Bandwidth

b. *Bits* The b in 1000 Mbps stands for bits. 1000 Mbps is 1000 megabits per second or 1 gigabit per second. Remember that the lowercase b is used to indicate bits when measuring network data transfer rates.

CAT: Mobile Devices *Tim wants to use a wireless mouse with short-range communications. Which of the following is the best?* a. Cellular b. Bluetooth c. USB d. Ethernet

b. *Bluetooth* Bluetooth works well as a short-range wireless communication technology. Cellular is longer range and actually for sending data (for example, an ExpressCard GPRS cellular data card). USB and Ethernet are wired! And there are no Ethernet mice, except for the ones that crawl around the network looking for the exit, but they are of no consequence.

CAT: Security *Which of the following is a method used when removing boot sector viruses?* a. Boot the computer with peripheral devices connected to it. b. Boot from the USB flash drive, floppy disk, or CD-ROM prior to scanning. c. Set the BIOS boot order to hard drive first. d. Perform a standard hard drive format.

b. *Boot from the USB flash drive, floppy disk, or CD-ROM prior to scanning.* When removing boot sector viruses, you should boot from a USB flash drive, floppy disk, or CD-ROM disc prior to scanning. Boot sector viruses can also be removed by the BIOS if the feature is available and enabled. You wouldn't want the hard drive listed first in the boot order because you need to boot from the removable media to start the scan. You should remove peripheral devices before running these types of scans. Formatting the hard drive will definitely remove the virus, as well as the OS, data, and a host of other things you could lose your job over.

CAT: Troubleshooting and Maintaining Windows *You just upgraded the president's computer's video driver. Now, the Windows XP system will not boot. Which of the following should you try first?* a. Access the Recovery Console b. Boot into Safe mode and roll back the driver c. Reinstall the operating system d. Boot into Directory Services Restore mode

b. *Boot into Safe mode and roll back the driver* By rolling back the driver (which is done in the Device Manager) while in Safe Mode, you can go back in time to the old working video driver. The Recovery Console will not help you with drivers. Reinstalling the OS would wipe the partition of the president's data (and probably wipe you of your job). Directory Services Restore mode (although listed in the Advanced Startup Options) is only for Windows Server domain controllers. Note that Last Known Good configuration would probably be able to help you, but not in all cases.

CAT: Troubleshooting and Maintaining Windows *A co-worker was installing a new program when the computer suddenly restarted. Now, when the computer starts, it gets partially through the boot process and then reboots. Which of the following is the quickest method to get the computer running without losing any of the user's data?* a. Reinstall the OS b. Boot using Last Known Good configuration c. Boot into Safe Mode and perform a Windows System Restore d. Perform a factory restore

b. *Boot using Last Known Good configuration* You should boot the system to the Advanced Boot Options Menu (ABOM) and select Last Known Good Configuration. This will revert the system back to the last known good as long as someone has not logged in successfully to the computer. If, however, that didn't work, you could try booting into Safe Mode (also in the ABOM) and perform a System Restore (or restore from the DVD WinRE). After you have exhausted all possibilities, try a factory restore or reinstall the OS.

*What kind of frame gets received by all NICs in a LAN?* a. Ethernet b. Broadcast c. WAN d. DNS

b. *Broadcast* All NICs in a LAN will receive broadcast frames.

CAT: Printers *A client with an impact printer is seeing gaps in the printed output. Which of these is the most likely cause?* a. Incorrect setting of paper type b. Broken pin in printhead c. Clogged printhead nozzle d. Laser failure

b. *Broken pin in printhead* A broken pin in the printhead causes a gap in the printed output on impact dot matrix printers. The other problems are associated with inkjet (A,C) or laser (D-but this problem would cause no printing at all).

*What is the minimum CAT level cable required for 100BaseT network?* a. CAT 1 b. CAT 5 c. CAT 5e d. CAT 6

b. *CAT 5* 100BaseT networks need CAT 5 or better UTP.

CAT: Installing and Upgrading Windows *Of the following, which is not a method of installing Windows 7?* a. Over the network b. CD-ROM c. DVD-ROM d. USB flash drive e. Image

b. *CD-ROM* The only answer listed that is not an option for installing Windows 7 is CD-ROM. If you wish to install Windows 7 by disc, it would be by DVD-ROM. Windows 7 can be installed over the network, deployed as an image, and installed from USB flash drive if you really want to!

CAT: I/O and Input Ports and Devices *Which port is typically known as a serial port?* a. DVI b. COM1 c. LPT1 d. SCSI

b. *COM1* COM1 (communications port 1) is a serial port; it sends or receives one bit at a time, up to 115,200 Kbps. A typical example is the 9-pin male DE9 port (inaccurately referred to also as the DB9). DVI is a video port. LPT1 is an older parallel printing port. SCSI is a parallel port used by hard drives and tape drives. The older COM port is used by dial-up modems. It is also used to program devices such as handheld terminals. You don't see COM ports on PCs today, but you might still see them as an add-on card in the field, used to access networks as an administrator failsafe in case other Internet connectivity methods fail. In rural areas, people may still use internal or external dial-up modems. The external modem is what connects to the COM1 serial port. Though USB is also technically a "serial" port, most technicians and professionals refer to the serial port as COM1 or COM2.

CAT: Using and Managing Windows *With what does VMware Workstation replace CTRL-ALT-DELETE?* a. A mouse click b. CTRL-ALT-INSERT c. CTRL-ALT-TAB d. CTRL-ALT-SHIFT

b. *CTRL-ALT-INSERT* VMware uses CTRL-ALT-INSERT for logon.

CAT: Networking *Which of the following are ways to connect to the Internet? (Choose all that apply.)* a. HSINet b. Cable c. Digital phone link d. ISDN e. Wire f. T1 g. IAB

b. *Cable* d. *ISDN* f. *T1* Cable, ISDN, and T1 are methods of connecting to the Internet.

*You are experiencing a lot of problems running your customized software on some of the newer computers. What might you try disabling in CMOS to clear up the compatibility issue between the software and system?* a. RAM b. Cache memory c. Hard drive d. Floppy drive

b. *Cache memory* Many systems today have built-in cache memory. Although it isn't that common, you might sometimes have problems with particular software not "liking the idea" of using information from cache instead of RAM. To test this, temporarily disable the cache memory.

CAT: Printers *A color laser printer is producing images that seem to be tinted blue. What should you do?* a. Clean the toner cartridge b. Calibrate the printer c. Change the fusing assembly d. Clean the primary corona

b. *Calibrate the printer* After installing a printer, it is important to calibrate it for color and orientation, especially if you are installing a color laser printer or an inkjet printer. These calibration tools are usually built in to the printer's software and can be accessed from Windows. Or, you can access them from the printer's display. If a toner cartridge needs to be cleaned, it probably has a leak and should be replaced. The fusing assembly needs to be changed only when it fails. Many printers will give you an indication of when the fuser is at 20% life and needs to be replaced soon. If the fuser fails, the toner will fail to stick to the paper. The primary corona wire can be cleaned; it is near the drum. This can help with other types of print quality problems such as lines and smearing.

CAT: Customized PCs and Multimedia Devices *You have connected a digital camera to a system with its included USB cable and the camera is not detected. Which of the following should you check first?* a. USB port b. Camera on/off switch c. Battery charge in camera d. USB cable

b. *Camera on/off switch* The camera must be turned on before pictures can be transferred.

CAT: Troubleshooting and Maintaining Windows *What is not typically measured by a multimeter?* a. Current b. Capacity c. Voltage d. Continuity

b. *Capacity* Capacity is not measured by a multimeter. Voltage, current, continuity, and resistance are commonly measured with a multimeter.

CAT: Customized PCs and Multimedia Devices *What type of device must be installed on your system so you can access data on a flash memory card?* a. Scanner b. Card reader c. Floppy drive d. Zip drive

b. *Card reader* You need some sort of card reader to read a flash memory card.

CAT: Networking *One of your customers wants to access the Internet from many different locations in the United States. What is the best technology to enable her to do so?* a. Infrared b. Cellular WAN c. Bluetooth d. 802.11n

b. *Cellular WAN* Cellular WAN uses a phone or other mobile device to send data over standard cellular connections. By themselves, the other options don't offer a direct connection to the Internet. Infrared is used more often for very short distance connections, allowing data to be "beamed" from one device to another. Bluetooth is also for short distances, but not as short as infrared. Bluetooth headsets are commonly used with smartphones. 802.11n is a Wi-Fi technology for the LAN.

CAT: Operational Procedures and Communications Methods *What could be described as the chronological paper trail of evidence?* a. First response b. Chain of custody c. Setting and meeting expectations d. Data preservation

b. *Chain of custody* Chain of custody is the chronological paper trail of evidence that may or may not be used in court. First response describes the steps a person takes when first responding to a computer with prohibited content or illegal activity: it includes identifying what exactly is happening, reporting through proper channels, and preserving data and devices. Setting and meeting expectations deals with customer service; it is something you should do before you start a job for a customer. Data (and device) preservation is a part of first response; a person who first arrives at the scene of a computer incident will be in charge of preserving data and devices in their current state.

CAT: Laptop and Notebook Computers *You need to clone a display from a laptop running at 1280 x 800 resolution to a projector running at 1024 x 768. Which of the following is correct?* a. You can't clone the display because resolutions don't match. b. Change the laptop display resolution to 1024 x 768. c. Use S-video output between the laptop and projector. d. Use composite video output between the laptop and projector.

b. *Change the laptop display resolution to 1024 x 768.* Both devices must be set to the same resolution to enable cloning. S-video and composite output are designed for TV-out (standard definition) and have much lower resolution than either display resolution listed here.

CAT: Networking *You are troubleshooting a Bluetooth connection that is malfunctioning. What should you attempt? (Select the two best answers.)* a. Verify that WLAN is enabled b. Check if you are in range c. Unpair the devices d. Turn Bluetooth off and on

b. *Check if you are in range* d. *Turn Bluetooth off and on* Check if you are within range; the range of Bluetooth devices is limited—for example, Class 2 devices are limited to 10 meters. Also try power cycling the Bluetooth program. In addition to those correct answers, you can try charging the device, restarting the device, working with a known good Bluetooth device, attempting to forget the device, and reconnecting it.

CAT: Troubleshooting and Maintaining Windows *At the beginning of the workday, a user informs you that the computer is not working. When you examine the computer, you notice that nothing is on the display. What should you check first?* a. Check whether the monitor is connected to the computer b. Check whether the monitor is on c. Check whether the computer is plugged in d. Reinstall the video driver

b. *Check whether the monitor is on* When troubleshooting a computer system, always look for the most likely and simplest solutions first. The fact that the user might not have turned her monitor on when she first came in is a likely scenario. Afterward, you could check whether the computer is on, if the computer and monitor are plugged into the AC outlet, and whether the monitor is plugged into the computer. Reinstalling the video driver is much further down the list.

CAT: Printers *If an inkjet printer has clogged printheads, which of the following should you do first?* a. Print a test page. b. Clean the printheads. c. Run Nozzle Check. d. Recalibrate the printer.

b. *Clean the printheads.* Whether the printer has built-in or removable printheads, cleaning the heads is always the first choice. The Nozzle Check routine helps determine whether the heads are clean. Recalibration is used to ensure straight lines are being created and to provide high-quality bidirectional printing.

CAT: Installing and Upgrading Windows *You are installing the Windows 7 operating system. You have a SCSI hard drive installed. Which of the following actions do you perform to install the device drivers?* a. Press F6 when the operating system starts loading. b. Click on the Load Driver button where partitioning is done. c. Press F8 during boot. d. Click on the Load Windows 7 Drivers Only button.

b. *Click on the Load Driver button where partitioning is done.* In Windows 7, device drivers are added within the same screen where portioning was done by clicking Load Driver. These could be drivers for SATA or SCSI controllers, or other special hard disk controllers. These drivers can come from floppy disk, CD, DVD, or USB flash drive.

CAT: Using and Managing Windows *In Windows XP, how do you tell Windows Update to automatically download and install only high-priority security updates?* a. You can't customize Windows Update. b. Click the Express button on the Windows Update page. c. Check the High-priority updates only checkbox. d. Run the Microsoft Security Updater.

b. *Click the Express button on the Windows Update page.* The Express button on the Windows Update page will only install important updates.

CAT: Mobile Devices *What should you do to prepare a mobile device in case it is stolen or lost? (Select the three best answers.)* a. Disable Bluetooth b. Configure remote backup c. Enable Wi-Fi encryption d. Enable GPS e. Enable Wi-Fi tethering f. Configure a pattern screenlock

b. *Configure remote backup* d. *Enable GPS* f. *Configure a pattern screenlock* First off, you should configure some kind of remote backup. This way, if the device is compromised, you have the confidential data backed up outside of the device at another location. The other half of this solution (not mentioned in the answers) is remote wipe. Once you are positive that the device is stolen or lost, and you know the data was backed up at some point, trigger a remote wipe to remove all data from the device. Second, Enable GPS on the device so that it can be tracked if it is lost or stolen. Third, configure a screenlock of some sort, be it a pattern that is drawn on the display, a PIN, or a password. A strong password is usually the best form of screenlock and will be the hardest to crack. It doesn't make a difference how Bluetooth and Wi-Fi are configured. They won't help to protect confidential data.

CAT: Laptop and Notebook Computers *A user reports that the battery in his Windows 7 laptop is often low on power. Which of the following should you recommend to help the user conserve laptop battery power?* a. Configure the laptop power options to restore power usage when the laptop is unattended b. Configure the laptop power option to power saver plan c. Have the user remove the battery and run the notebook using the electrical cord only d. Have the user run the laptop using the battery until all the power is depleted and then recharge the battery

b. *Configure the laptop power option to power saver plan* You should recommend configuring the laptop power option to power saver plan. The power saver plan will dim the display, shut down the display and hard drives after 10 minutes or so, and put the computer to sleep soon after that. This will help to conserve battery power. You can also suggest that the user close applications when not in use and turn off Bluetooth and Wi-Fi while they are not being used. Disabling special video effects in Windows can also conserve battery power. Keeping the device stored in a dry cool area out of direct sunlight also helps. Finally, tell the user that he should charge the battery often! As for the other answers: Restoring power usage when the laptop is unattended would seem like the opposite of conserving battery power. Removing the battery will definitely conserve battery power, but at the cost of not using it anymore. Only fully discharge the battery if it will not hold a charge anymore. If that doesn't help, replace the battery. The question's scenario says nothing about the battery not charging; it simply says that the battery is often low on power.

CAT: I/O and Input Ports and Devices *A PS/2 mouse plugged in to a computer has stopped working. It isn't feasible to shut down the computer at this time. Which of the following procedures is most likely to enable the user to keep working as usual?* a. Disconnect the PS/2 mouse, and plug in another PS/2 mouse. b. Connect a USB mouse. c. Use a game controller. d. Use a screen interface.

b. *Connect a USB mouse.* You can hot-connect a USB mouse, but PS/2 mice can be safely connected and disconnected only if the system is shut down and disconnected from AC power. A game controller does not emulate a mouse, and there is no indication this system has a touch screen.

CAT: Operational Procedures and Communications Methods *A co-worker complains that after the cleaning crew has come through, the keyboard irritates his hands and leaves some green residue. What should you do?* a. Call the fire department. b. Contact the facilities department. c. Contact the manufacturer of the keyboard. d. Call OSHA and complain.

b. *Contact the facilities department.* Contact the facilities department and see whether they have the MSDS for the cleaner. You and/or the facilities department should then treat the irritation according to the MSDS. If this does not work, and the problem gets worse, bring the co-worker to the emergency room. Remove the keyboard from the work environment.

CAT: Printers *What are the two types of feeder mechanisms used in printers?* a. Continuous tractor feed b. Continuous form feed c. Friction feed d. Injected

b. *Continuous form feed* c. *Friction feed* Continuous form feed and friction feed are the two types of paper feeder mechanisms. Dot matrix printers use continuous form feed, and laser printers use friction feed.

CAT: Troubleshooting and Maintaining Windows *A user states that the computer monitor is suddenly displaying garbled images and strange colors and leaving cursor trails. The technician determines that the system is using an onboard graphics controller. What is the most likely cause of the display problem?* a. Resolution was set too high b. Defective RAM. c. Outdated firmware. d. Defective power supply. e. Fragmented hard drive.

b. *Defective RAM.* Defective RAM is the most likely perpetrator in this case. The key in the question is the shared video memory. That means that the video controller relies on the motherboard's RAM memory modules. First, try cleaning and reseating the RAM, and if that doesn't work, make sure they are compatible with the motherboard and with each other (if there is more than one). Then replace the RAM as a last resort. If they fail, video will fail. If the resolution was set too high, the screen would be completely unreadable; you probably wouldn't even see the cursor.

CAT: Using and Managing Windows *What two steps can you take to improve hard disk access? (Choose two.)* a. Double the number of pins on your drive that are carrying data. b. Defragment your drive. c. Add a speed doubler to the drive bus. d. Change to a faster bus architecture.

b. *Defragment your drive.* d. *Change to a faster bus architecture.* Two things that can be done to speed up disk access are defragmenting your hard drive and changing to disks that have faster bus architectures.

*Which utility is helpful in troubleshooting hardware?* a. System Properties b. Device Manager c. Disk Management d. Security Center

b. *Device Manager* For hardware in general, turn to Device Manage.

CAT: Networking *Of the following four Internet connection options, which typically offers the slowest connection speed?* a. Cable b. Dial-up c. DSL d. Satellite

b. *Dial-up* Dial-up connections are robust and widely available, but much slower than the other connection types.

CAT: Customized PCs and Multimedia Devices *What zoom type on a digital camera simply magnifies the image to emulate the zooming feature?* a. Fixed zoom b. Digital zoom c. Optical zoom d. Pixel zoom

b. *Digital zoom* Digital zooming is the zoom type that simply magnifies the image, just like you would do yourself in image editing software. This could make the image appear grainy.

CAT: Networking *What is the name for the common omni-directional antennas found on wireless access points?* a. Bipole antennas b. Dipole antennas c. Omni antennas d. RF antennas

b. *Dipole antennas* Standard omni-directional antennas are called dipole antennas.

CAT: BIOS *Which of the option would you use if you are in the BIOS of your computer and you want to exit without making any changes? (Choose all that apply.)* a. Save Configuration. b. Discard Changes. c. Press the ESC key. d. Press F8 to return to the desktop

b. *Discard Changes.* c. *Press the ESC key.* When you are in the BIOS and are not planning on making any changes, be sure to choose Discard Changes to prevent accidental changes to BIOS settings.

CAT: Troubleshooting and Maintaining Windows *A laptop with an external USB hard drive and an external monitor is not booting from the internal drive. Power has been verified and the battery is fully charged. However, the laptop appears to be stopping after the POST. Which of the following will aid you while troubleshooting?* a. Turn off the external monitor b. Disconnect the external monitor c. Remove the laptop battery d. Format the external USB hard drive

b. *Disconnect the external monitor* Disconnect the external monitor. You might also choose to disconnect the USB hard drive. External devices and peripherals could cause conflicts in a computer system that stops it from posting properly and booting. Turning off the monitor doesn't change the fact that it is connected to the laptop's port. Removing the battery will only tell you if the system will still work on AC power only. Formatting the external USB drive will wipe out all data stored on it and probably won't fix the problem, unless the laptop's BIOS was incorrectly set to boot from the external drive instead of the internal drive, and if the external drive had an OS installed to it.

*A client calls to complain that his computer starts up, but crashes when Windows starts to load. After a brief set of questions, you find out that his nephew upgraded his RAM for him over the weekend and couldn't get the computer to work right afterward. What could be the problem?* a. Thermal compound degradation. b. Disconnected CPU fan c. Bad CPU cache d. There's nothing wrong. It usually takes a couple of days for RAM to acclimate to the new system.

b. *Disconnected CPU fan* Most likely, the nephew disconnected the CPU fan to get at the RAM slots and simply forgot to plug it back in.

CAT: Using and Managing Windows *Which of the following answers can be used to keep disk drives free of errors and ensure that Windows runs efficiently? (Select the two best answers.)* a. Disk Management b. Disk Defragmenter c. Check Disk d. System Restore e. Task Scheduler

b. *Disk Defragmenter* c. *Check Disk* Disk Defragmenter keeps Windows running more efficiently by making the files contiguous, lowering the amount of physical work the hard drive has to do. Check Disk checks the hard drive for errors. Both tools can be found in Start > All Programs > Accessories > System Tools. Disk Management is used to partition and format drives. System Restore allows you to take a snapshot of the OS, enabling you to revert to older settings if something goes wrong. The Task Scheduler (previously Scheduled Tasks), as the name implies, enables you to set what time you want particular tasks to run.

CAT: Using and Managing Windows *What tool enables you to create a partition in Windows?* a. Disk Administrator b. Disk Management c. Computer Management d. Disk Cleanup

b. *Disk Management* Disk Management is a tool found in Computer Management and allows for the creation, deletion, and formatting of partitions and logical drives. To view this application, right-click Computer and select Manage. Then click the Disk Management icon. Disk Administrator is a much older version of this program used in older, unsupported versions of Windows. Disk Cleanup is a built-in Windows program that can remove temporary files and other data that you probably won't use.

CAT: Video Displays and Video Cards *Where would you go to set your display resolution in Windows XP?* a. My Computer b. Display Properties c. Screen Saver tab d. Appearance tab

b. *Display Properties* Right-clicking on the desktop and selecting Properties opens the Display Properties window. Select the settings tab to modify the display resolution.

CAT: Security *You are required to implement an organizational policy that states user passwords can't be used twice in a row. Which policy will you configure?* a. Minimum password length b. Enforce password history c. Minimum password age d. Complexity requirements

b. *Enforce password history* You should configure the Enforce password history policy and set it to a number higher than zero. This way, when a user is prompted to change her password every 42 days (which is the default minimum password age), that user will not be able to use the same password. Password policies can be accessed in Windows 7 within the Local Security Policy window > Security Settings > Account Policies > Password Policy. Minimum password length is the policy that states how many characters a password must be at minimum. Eight is a decent setting, but to be full-on secure many organizations require 15 minimum. There are several technical reasons for this, but the A+ exam will not go into that kind of depth. Complexity requirements policy, if enabled, forces a user to select a password that meets 3 of the following 5 categories: uppercase characters, lowercase characters, numbers, special characters (such as ! or #), and Unicode characters (not often implemented).

*You are installing Windows on your computer, and you know that the Windows CD is bootable CD. You have tried a number of times to boot off the CD, but you are unable to. What CMOS option should you look for?* a. You must delete the existing partition so that you can boot off the CD-ROM. b. Ensure that the CD-ROM device has been set up as the first device in the startup (boot-up) order. c. Disable the hard drive in CMOS. d. Disable the CD-ROM in CMOS.

b. *Ensure that the CD-ROM device has been set up as the first device in the startup (boot-up) order.* Many computers are set up to boot off the floppy drive, then the hard drive, and finally the CD-ROM, which means that if the system can boot off the floppy or hard drive, the opportunity will never arise to boot off the CD-ROM. Changing the startup order so that the CD-ROM, and setup will be invoked from it. Choice A would work, assuming that the CD-ROM devices listed anywhere in the bootable device order. Unfortunately, you have lost the contents of the hard drive because partitions have been wiped out, so Choice A is not the best answer.

CAT: Operational Procedures and Communications Methods *A first-level help desk support technician receives a call from a customer and works with the customer to resolve the call for several minutes unsuccessfully. Which of the following should the technician do next?* a. Explain to the customer that he will receive a callback when someone more qualified is available b. Escalate the call to another technician c. Explain to the customer that the problem cannot be resolved and end the call d. Continue working with the customer until the problem is resolved

b. *Escalate the call to another technician* The tech should escalate the call to another technician. This is exactly why help desks are configured in groups: Level 1, Level 2, and the masters (Level 3) and possibly beyond! Don't try to be a superhuman. In technology there is always someone who knows more than you about a specific subject. Route the call to the next level tech and wish the customer good luck. Good help desks are set up in such a way so someone is always available. Every problem can be resolved! It's just a matter of knowledge and persistence. (Remember that when you take the real exams.) Don't try to fix the problem regardless of the time necessary. Your time, and the customer's time, is very valuable. Escalate, so that you, your organization, and the customer can approach and solve the problem efficiently.

CAT: Troubleshooting and Maintaining Windows *What is the second step of the A+ troubleshooting methodology?* a. Identify the problem b. Establish a probable cause c. Test the theory d. Document

b. *Establish a probable cause* The second step is to establish a theory of probable cause. You are looking for the obvious or most probable cause for the problem. This comes after identifying the problem and before testing your theory. Documentation is last.

CAT: Troubleshooting and Maintaining Windows *Which utility enables you to troubleshoot an error with a file such as NTOSKRNL.EXE?* a. Registry b. Event Viewer c. Windows Update d. Recovery Console

b. *Event Viewer* The Event Viewer logs all errors that occur on a system. Particularly, the System log would contain the information useful in troubleshooting this error.

CAT: Security *You have enabled auditing; where do you go to view the audit information?* a. Local Security Policy b. Event Viewer c. LAN Connection Properties d. Firewall

b. *Event Viewer* When auditing has been enabled, you view the auditing information by reviewing the security log in Event Viewer.

CAT: Troubleshooting and Maintaining Windows *You have been asked to move data from one laptop to another, each of which has EFS functioning. Which should you perform first?* a. Give the user of the second laptop administrator privileges b. Export the user's certificate c. Disable networking d. Convert the partition to FAT32

b. *Export the user's certificate* The first thing you should do is export the user's certificate from the first laptop to the second laptop. This can be done by clicking Start and typing certmgr.msc in the Search box; then locate and export the correct Personal Certificate. The Certificates console window can also be added to an MMC. The Encrypting File System (EFS) is the standard single-file encryption method for Windows 7/Vista (if the version supports it). Files encrypted with EFS are then displayed as green in color within Windows Explorer. Networking need not be disabled, and we aren't sure which user is being referred to in the answers, but if the certificate has been exported, that user should be able to read the files. Partitions can be converted from FAT32 to NTFS but not vice versa.

CAT: Technician Essentials and PC Anatomy 101 *Which of the following features are found exclusively on laptop computers? (Choose all that apply.)* a. PCIe slot b. ExpressCard slot c. USB ports d. DVD drive e. port cluster f. touchpad

b. *ExpressCard slot* f. *touchpad* Although a few desktop include an ExpressCard slot and a touchpad, these components are typically found on laptop computers. Both desktop and laptop computers typically include DVD drives and USB ports, while desktop computer include PCIe slots and clusters.

CAT: Laptop and Notebook Computers *If you need to install an expansion card to provide USB 3.0 ports in a laptop, which of the following card types is the most likely choice?* a. SODIMM b. ExpressCard c. Mini-PCIe d. CardBus

b. *ExpressCard* ExpressCard, because it can connect to the high-speed PCI Express bus, is the best choice. SODIMM is a memory module form factor, not an expansion slot standard. Mini-PCIe is used for integrated features such as Wi-Fi. CardBus is an obsolete 32-bit laptop card standard that cannot run fast enough to support USB 3.0.

CAT: Using and Managing Windows *Bill is looking to see whether he has Service Pack 2 installed for Windows XP. He went to the System Information Tool located at Start⇒All Programs⇒Accessories⇒System Tools. Is there a quicker way he could have found out this information?* a. He could have used the Run command to run systemtool.exe. b. He could have right-clicked My Computer on the desktop, or from the Start menu, and chosen Properties. c. He could have used the command line tool ver from any command prompt. d. There are no other locations in the OS where this information can be displayed.

b. *He could have right-clicked My Computer on the desktop, or from the Start menu, and chosen Properties.* You can also launch the System Information tool by typing winmsd.exe or msinfo.exe at the Run command. In addition to this, you can find the info on the System Properties, which can be opened by accessing the Properties of My Computer.

*Darren has installed a new CPU in a client's computer, but nothing happens when he pushes the power button on the case. The LED on the motherboard is lit up, so he knows the system has power. What could the problem be?* a. He forgot to disconnect the CPU fan. b. He forgot to apply thermal compound between the CPU and the heat-sink and fan assembly. c. He used an AMD CPU in an Intel motherboard. d. He used an Intel CPU in an AMD motherboard.

b. *He forgot to apply thermal compound between the CPU and the heat-sink and fan assembly.* The best answer here is that he forgot the thermal compound, though you can also make an argument for a disconnected fan.

CAT: Security *Zander downloaded a game off the Internet and installed it, but as soon as he started to play, he got a Blue Screen of Death. Upon rebooting, he discovered that his My Documents folder had been erased. What happened?* a. He installed spyware. b. He installed a Trojan horse. c. He broke the Group Policy. d. He broke the Local Security Policy.

b. *He installed a Trojan horse.* Zander clearly installed a Trojan horse, a virus masquerading as a game.

CAT: Power Supplies and System Cooling *Which of the following CPU cooling methods is the most common?* a. Heat sink b. Heat sink and fan c. Liquid cooling d. Liquid nitrogen

b. *Heat sink and fan* The most common CPU cooling method is the heat sink and fan combination. The heat sink helps the heat to disperse away from the CPU, while the fan blows the heat down and through the fins; it is helped in escaping the case by the power supply exhaust fan and possibly additional case fans. Heat sink and fan combinations are known as active cooling. The heat sink by itself is called passive cooling. It requires no power but is not enough to cool most desktop PCs. Liquid cooling is a more extreme method used in custom PCs such as gaming computers and possibly audio/video workstations and virtualization machines. It uses a coolant similar to the way an automobile does. Liquid nitrogen would be plain foolish and is not a legitimate answer.

CAT: I/O and Input Ports and Devices *Sound cards are connected to the system using which of the following? (Select two.)* a. AGP b. ISA c. PCI d. USB

b. *ISA* c. *PCI* Older sound cards were implemented as ISA cards, and newer sound cards are PCI cards or USB.

CAT: Security *Your boss asks you to troubleshoot a computer with a virus. What should you do first?* a. Run a System Restore b. Identify the malware c. Roll back drivers d. Research malware types

b. *Identify the malware* The first thing you should do is identify the malware. (BTW, if the computer is on the network, disconnect it first.) Then, you can research that malware and any possible cures by searching the Internet and accessing your AV provider's website. Rolling back drivers should not be necessary, especially if you find it necessary to run a System Restore at some point.

CAT: Printers *Which type of printer uses a print head, ribbon, and tractor feed?* a. Laser b. Impact c. Inkjet d. Thermal

b. *Impact* The impact printer uses a print head, ribbon, and tractor feed. An example of an impact printer is the dot matrix. Laser printers are much more complex and use more parts. Inkjet printers use a print head but use an ink cartridge instead of a ribbon and don't use a tractor feed. Thermal printers use a print head and a special heating element.

CAT: Laptop and Notebook Computers *What is the primary benefit to adding more RAM to a laptop that uses shared memory? (Select the best answer.)* a. Improved battery life. b. Improved system performance. c. Improved video performance. d. None. Adding more RAM is pointless with systems that use shared memory.

b. *Improved system performance.* Improved overall system performance is the primary benefit to adding more RAM to a laptop that uses shared memory.

CAT: Troubleshooting and Maintaining Windows *You are working on a computer in which you just installed a new hard drive. The system already runs Windows 7. The new hard drive does not appear in Windows Explorer. What should you perform next so that the drive will be recognized by the operating system?* a. Reboot the computer b. Initialize and format the hard drive in Disk Management c. Configure the drive in the BIOS d. Assign a drive letter to the hard drive in Disk Management e. Set the drive to active

b. *Initialize and format the hard drive in Disk Management* When you add a second drive to a system that already has Windows installed, you will probably have to initialize the drive and format it in the Disk Management utility. Rebooting the computer will not help the system see the drive. You can configure the drive in the BIOS to a certain extent, but that won't help Windows see the drive. When you format the drive, Disk Management will ask you to assign a drive letter. No need to set the drive to active because this drive does not have an OS to be booted to.

CAT: Printers *The marketing printer has been used for 4 years. What should you do for the printer?* a. Clean the printer b. Install a maintenance kit c. Clear the counter d. Print a test page

b. *Install a maintenance kit* A maintenance kit includes a new fuser assembly, rollers, and more. Installing a maintenance kit is like changing a car's oil (although it isn't done as often). You could also sing Happy Birthday, but that would just be silly. Cleaning the printer might not be necessary. If you have a toner spill or work in a dirty environment, it might be a good idea. Clearing the counter is something you might do on an inkjet printer; it clears the counter of how much ink goes through the cartridge. Printing a test page is important when first installing a printer and when you finish installing a maintenance kit.

CAT: Troubleshooting and Maintaining Windows *Which feature in Windows 7 enables you to right-click a file or folder and restore previous versions of that file or folder?* a. Reversion b. System Protection c. System Revert d. Undelete

b. *System Protection* The System Protection feature in Windows 7 enables you to right-click a file or folder and restore previous versions of that file or folder.

CAT: Video Displays and Video Cards *A customer complains that he gets a headache when he's viewing his display for more than an hour. What should you do?* a. Raise the resolution to a higher setting b. Install an antiglare filter c. Dim the lights near the customer's desk d. Upgrade the video connector from DVI to VGA

b. *Install an antiglare filter* You should install an antiglare filter on the monitor. By reducing glare, a person's eyes react better to the display and so the customer can use the computer longer without getting a headache. Raising the resolution would make the problem worse. Lowering the resolution might help, but it is only a temporary solution, and not a good one at that. Dimming the lights will decrease glare, but studies prove that a person will develop eye strain and headaches quicker when reading a backlit screen in a dark room. Video Graphics Array (VGA) is not an upgrade from DVI—quite the reverse. Besides, changing the video connector probably won't help the problem. The only ways to fix the problem are to: install an antiglare filter; upgrade the monitor to a bigger size and consider positioning it differently, for example, farther away; and recommending that the user take breaks every 30 minutes or so.

CAT: Motherboards and Processors *Your client's PC needs an upgraded CPU. The current socket is an LGA 1155. Which of the following CPUs are most likely to be compatible?* a. AMD A8 series b. Intel Core i7 2700K c. Intel Core i7 990X d. Intel Core 2 Extreme

b. *Intel Core i7 2700K* The Intel Core i7 2700K is the only one of the processor listed that can fit into LGA 1155

CAT: Networking *A user has just moved to a new office and is unable to access the network. You suspect the user's network settings need to be changed. Which of the following commands should you issue on the Windows XP computer to view the network settings?* a. Tracert b. Ipconfig c. Netdiag d. Pathping

b. *Ipconfig* ipconfig is the ultimate command to quickly display the network configuration information. For in-depth analysis, use ipconfig /all. tracert displays the route from the local computer to a remote destination. netdiag is an older command used in Windows XP (and earlier OSes) that helps to isolate networking and connectivity problems. pathping is a limited version of tracert.

CAT: Networking *Which command displays a network interface card's MAC address?* a. Ping b. Ipconfig/all c. Ipconfig d. Ipconfig/release

b. *Ipconfig/all* IPCONFIG/ALL shows a lot of information, including the MAC address. Plain old IPCONFIG shows only the IP address, subnet mask, and gateway address. Ping tests whether other computers are alive on the network. Ipconfig/release is used to troubleshoot DHCP-obtained IP addresses. It is often used in conjunction with ipconfig/renew.

CAT: Security *How does NAT provide additional security for users who are behind a gateway?* a. It sets the hours that users can access the Internet. b. It blocks computers on the Internet from accessing computers on the LAN. c. It limits users from accessing particular websites. d. It blocks computers on the LAN from accessing computers on the Internet.

b. *It blocks computers on the Internet from accessing computers on the LAN.* Because each user on the LAN has his own internal private IP address, users are safe from external public IPs. Network Address Translation (NAT) translates all those internal IPs into one external public Internet IP for communication with outside sources. It enables the outside sources to "see" the public IP but not the internal private IPs.

CAT: Networking *What purpose does MIME serve?* a. It is used as an encryption method for e-mail. b. It encodes binary data into ASCII data so that it may be sent through e-mail. c. It is used to convert HTML data into an e-mail format. d. It is used to trap people inside invisible boxes.

b. *It encodes binary data into ASCII data so that it may be sent through e-mail.* MIME (Multipurpose Internet Mail Extensions) is used to convert binary files into something that can traverse the text-only e-mail system.

CAT: Using and Managing Windows *What effect does a 16-bit Windows application have on the rest of a Windows XP system when it hangs or crashes?* a. It halts 32-bit Windows applications that are running on the system. b. It halts 16-bit Windows applications that are running on the system. c. It halts MS-DOS-based applications running on the system. d. It has no effect on other applications.

b. *It halts 16-bit Windows applications that are running on the system.* When a 16-bit Windows application crashes, it halts other 16-bit Windows applications in the same memory space. MS-DOS-based applications and 32-bit Windows applications should continue to operate.

CAT: Mobile Devices *Which of the following can be described as removing the limitations of Apple iOS?* a. Rooting b. Jailbreaking c. VirusBarrier d. Super-admin powers

b. *Jailbreaking* Jailbreaking is the process of removing the limitations of an Apple device's iOS. It enables a user to gain root access to the system and download previously unavailable applications, most likely unauthorized by Apple. Rooting is similar; it gives administrative capabilities to users of Android-based devices. Both of these are not recommended. VirusBarrier is the first AV software designed for iOS; it was developed in response to a particularly nasty jailbreak. Super-admin powers is just a colorful term for what you get when you root or jailbreak a mobile device.

CAT: Technician Essentials and PC Anatomy 101 *Which two items will help ensure that your preventive maintenance plans are followed?* a. Filing completed checklists b. Keeping the number of tasks limited c. Automating tasks d. Purchasing colored index tabs for files

b. *Keeping the number of tasks limited* c. *Automating tasks* Keeping the number of tasks limited keeps the process from becoming unwieldy. Automating tasks removes the need for action on a user's part, which also promotes having the tasks performed. Filing and indexing physical files will not promote having the tasks completed but can be used to report on what has been completed.

CAT: I/O and Input Ports and Devices *If you need to connect a bar code reader to a computer that does not have a serial port or USB port, which of the following do you also need to install?* a. Mouse emulator b. Keyboard wedge c. Bar code interface card d. Keyboard emulator

b. *Keyboard wedge* To connect a bar code reader to a computer via the keyboard port, you must also connect a keyboard wedge.

*What type of cache memory was originally found on the motherboard and is now integrated into the processor?* a. L1 b. L2 c. SDRAM d. SRAM exam-u.com

b. *L2* Level 2 (L2) cache is the type of cache memory that is found on motherboards, whereas Level 1 (L1) cache is found in the processor. Choice C and D are not types of cache memory. exam-u.com

CAT: Motherboards and Processors *What controls the data transfer between the CPU, RAM, and PCIe devices on motherboards that support Intel Core 2 CPUs?* a. ICH b. MCH c. FSB d. DMI

b. *MCH* The Memory Controller Hub (MCH) makes the connection between, and controls the data transfer of, the CPU, RAM, and x16 PCIe devices on older Intel motherboards that support Core 2 CPUs. This device is also referred to as the northbridge. On newer Intel systems (such as Core i5 or i7 systems), the northbridge functionality is embedded within the CPU. The ICH (I/O Controller Hub) makes the connections to secondary systems such as USB and SATA. This device is also referred to as the southbridge. The FSB (front side bus) connects the CPU to the MCH (north-bridge) in motherboards that support Core 2 CPUs. The Direct Media Interface (DMI) makes the connection between the chipset and the CPU on motherboards that support Core i3, i5, and i7 CPUs. It is somewhat of a replacement for the FSB. AMD systems still use the northbridge/southbridge concept; however, like Intel, any memory controlling functionality is built in to the CPU.

CAT: Using and Managing Windows *Which of the following commands creates a new directory in the Windows Command Prompt?* a. CD b. MD c. RD d. SD

b. *MD* MD is short for make directory and is the command to use when creating directories in the Command Prompt. CD is change directory. RD is remove directory, and SD deals with memory cards and is not a valid command in the Command Prompt.

CAT: Customized PCs and Multimedia Devices *Which standard covers DVD-ROM technology?* a. MPEG-1 b. MPEG-2 c. MPEG-3 d. MPEG-4

b. *MPEG-2* The MPEG-2 standard covers DVD-ROM technology (among other things).

CAT: Troubleshooting and Maintaining Windows *You are the desktop technician for your company. After some programs that affect system startup were installed on a particular system, it is running slower. Which of the following programs can you use to view startup programs and services and to set up a clean boot environment for diagnostic?* a. System Restore b. MSConfig c. Sysinfo32 d. WinRE

b. *MSConfig* MSConfig displays startup programs and services and has an option to selectively disable some items or all items for a clean boot.

CAT: Security *What type of virus might occur in a Microsoft Office document?* a. A checkbox.jpg b. Macro virus c. Boot sector virus d. Trojans

b. *Macro virus* A macro virus is created in a programming language like VBA, which exists in the Microsoft Office suite.

*You have a USB camera from which you are trying to copy some of the pictures to the computer's hard drive. The computer does not seem to recognize the device. What should you do?* a. Check to see that the boot order is correct. b. Make sure that the USB ports are enabled. c. Make sure that the serial port is enabled. d. Make sure the operating system has not assigned the USB device resource to some other device.

b. *Make sure that the USB ports are enabled.* In today's system, many of the built-in devices can be enabled or disabled in the CMOS setup program. When experiencing problems with a built-in device, the first thing you should check is whether the device is enabled.

CAT: Storage Devices *A computer has a RAID 1 array. SATA Drive 0 failed, and now the computer will not boot. What would most likely fix the problem by allowing the computer to boot again?* a. Replace SATA Drive 1 b. Mark SATA Drive 1 as active c. Replace SATA Drive 0 d. Reboot and select LKG from the ABOM

b. *Mark SATA Drive 1 as active* You would mark SATA Drive 1 as active. If you cannot access Disk Management, you would have to do it by booting the system with WinRE (System Recovery Options), accessing the Command Prompt; executing the Diskpart command; and typing the commands select disk 1, select partition 1, and active. A RAID 1 array is a mirroring array with two drives. The second drive keeps an exact copy of the first drive in real-time. If Drive 1 doesn't take over automatically when Drive 0 fails, you will have to set it to active. Remember that a partition with an operating system must be set to active; otherwise, the computer will not be able to boot to the partition. Replacing Drive 1 is not necessary as it did not fail. Replacing Drive 0 is inevitable if you want to re-create the mirror, but not necessary if you just want to get the system to boot for now. Rebooting to the Last Known Good Configuration will not help; that only reverts system changes back to when the last successful login occurred. It won't fix the failed drive.

CAT: Laptop and Notebook Computers *You need to replace memory in a laptop that uses DDR3 memory. Which of the following is necessary to know? (Choose all that apply.)* a. DIMM or SODIMM b. Memory speed c. Memory timing d. Brand of memory

b. *Memory speed* c. *Memory timing* You must know the correct memory speeds and timings recommend for the laptop (as well as size, which is not listed here). The memory used in any laptop (as well as size, which is not listed here). The memory used in any laptop using DDR3 RAM is always in SODIMM form factor. The brand is not a requirement either.

CAT: Mobile Devices *What type of port do Android mobile devices use for charging?* a. Mini-USB b. Micro-USB c. Proprietary d. PAN

b. *Micro-USB* Most Android mobile devices use a Micro-USB port for charging (or similar port that is backward compatible to Micro-USB). It can be plugged into a PC or into an AC Outlet. Mini-USB is the older port used by mobile devices. Apple devices uses a proprietary port for charging. A PAN is a personal area network, often inhabited by Bluetooth device.

*What sort of power connector does a floppy disk drive typically use?* a. Molex b. Mini c. Sub-mini d. Micro

b. *Mini* Floppy drives commonly use a mini connector.

CAT: Security *What type of RAID volume duplicates the data fully on two disks?* a. Striped volume b. Mirrored volume c. RAID 5 volume d. RAID Level 0

b. *Mirrored volume* A mirrored volume is used to create a full duplicate of the data on two different disks.

CAT: Laptop and Notebook Computers *What would you normally install into a Type II PCMCIA slot on a laptop? (Select all that apply.)* a. Hard drive b. Modem c. NIC d. RAM

b. *Modem* c. *NIC* Input/output devices such as modems and NICs (network interface cards/network adapters) are the most commonly installed Type II devices. Hard drives would normally be installed internally but could also be connected to USB and FireWire ports. RAM is installed internally.

*Which Windows utility backs up critical files and settings and enables you to roll back to a previous state?* a. Registry b. System Restore c. System Information d. Microsoft Management Console

b. *System Restore* System Restore does the trick here, enabling you to back up and restore your system.

CAT: Technician Essentials and PC Anatomy 101 *Which tool would you use to test a 24-pin ATX 12v power connector?* a. Torx wrench b. Multimeter c. Receptacle tester d. Tone and probe kit

b. *Multimeter* When testing the main 24-pin ATX power connector that leads from the power supply to the motherboard, use a multimeter. It can test each individual wire's voltage. Better yet, use a power supply unit (PSU) tester. This tests them all in one shot. A Torx wrench is used to open computers and laptops that have special Torx screws; T-10 is a common size. A receptacle tester is used to test an AC outlet, although multimeters can be used for that as well. A tone and probe kit is used to test telephone and network connections for continuity. However, it can test only one pair of the wires in the cable. For better results when testing network cables, use a proper network cable testing kit. Testing tools are a key ingredient in a computer technician's toolkit.

CAT: Customized PCs and Multimedia Devices *Which term describes the capability to burn files to a CD-R and then come back later and burn additional files?* a. MultiBurn b. Multisession c. MultiDrive d. Multibuffer

b. *Multisession* The term multisession describes the capability to burn files to a CD-R and then come back later and burn additional files.

*What folder is a central storage location for user files in XP?* a. Program Files b. My Documents c. My Files d. %SystemRoot%\Users

b. *My Documents* Most XP users put their personal files in My Documents.

CAT: I/O and Input Ports and Devices *Which type of keyboard is designed to reduce repetitive stress injuries?* a. AT keyboard b. Natural keyboard c. Windows keyboard d. Enhanced keyboard

b. *Natural keyboard* Natural keyboards are a form of ergonomic keyboard that reduces repetitive stress injuries.

CAT: Networking *What is a common symptom of a bad network cable?* a. Rapidly blinking link lights b. No link lights c. Solid on link lights d. Steady blinking link lights

b. *No link lights* If there are no link lights, you probably have a bad network cable.

CAT: Operational Procedures and Communications Methods *It seems someone has spilled a large amount of coffee in the break room and has not cleaned it up. It is seeping into the server room next door. What should you do first?* a. Fill out an accident report b. Notify the network administrator c. Start mopping up the mess d. Reference the MSDS

b. *Notify the network administrator* If anything is going to disturb the server room or other equipment rooms, notify the network administrator immediately. It's coffee—no need to fill out an accident report. After you notify the admin, you might choose to mop up the mess; that's your prerogative, but I would hope the person who made the mess had a hand in cleaning it up. Material Safety Data Sheets (MSDS) are available for anything that has a chemical within it. I've had some terrible coffee in my day, but nothing that required an MSDS.

CAT: Using and Managing Windows *When using the Performance console, which settings are defined to track resource usage? (Select two.)* a. Processes b. Objects c. Counters d. Values

b. *Objects* c. *Counters* To track resource usage in the Performance console, you need to configure objects and counters.

CAT: RAM *Which of the following is the name for running the processor or memory at speeds faster than what is recommended?* a. CPU tweaking b. Overclocking c. Memory leak d. CPU duplicating

b. *Overclocking* Overclocking is the process in which you can set the speeds of the CPU or memory to run at a faster rate than normal. It can lead to overheating and system crashes.

CAT: Storage Devices *You are troubleshooting an issue over the phone and determine that the user has a faulty hard drive. The only information the user can give you is that the computer was bought in the late 1990s and the drive capacity is 40 GB. Which kind of HD should you bring to the service call?* a. SATA b. PATA c. USB d. Solid-state

b. *PATA* You should bring a PATA (IDE) drive. Chances are this older computer currently is using an IDE drive and only has connections for IDE. Indicators include the age of the computer and the capacity of the drive. If you brought a SATA drive, you would have nothing to plug it into, unless you also brought a SATA controller card, but that would be an extra expense for the customer. You can't even be sure that the computer will have USB ports, and if it does, they would probably be very slow version 1 USB ports—not quite feasible for a hard drive. Solid-state drives are typically SATA and are out of the question.

CAT: Storage Devices *Which of the following interfaces are typically used for internal hard disks on desktop PCs? (Select all that apply.)* a. USB 3.0 b. PATA c. eSATA d. SATA

b. *PATA* d. *SATA* PATA and SATA are the leading internal drive interfaces. USB 3.0 is a standard for external storage and other types of devices, while eSATA is an external variation of SATA.

CAT: RAM * You are required to install a DDR2 memory module that can transfer 6,400 MBps. Which kind of DDR2 memory module should you select?* a. PC2-5300 b. PC2-6400 c. PC3-6400 d. DDR2-667

b. *PC2-6400* The correct answer is PC2-6400. This is a type of DDR2 memory module that can transfer 6,400 MBps. It is based on the DDr2-800 standard. PC2-5300 can only transfer 5,333 MBps; that is known as the DDR2-667 standard. PC3-6400 does transfer 6,400 MBps, but it is a DDR3 standard known as DDR3-800. DDR3 modules cannot be installed into DDR2 memory slots. DDR2-667 once again is a DDR2 standard that specifies 5,333 MBps data transfer.

CAT: I/O and Input Ports and Devices *You need to connect a USB 3.0 hard disk to the motherboard, but the port clusters has no USB 3.0 ports. Which of the following options should you choose to add the needed port? (Choose one.)* a. Cable header to motherboard b. PCIe card with USB 3.0 ports c. PCI card with USB 3.0 ports d. USB 3.0 to USB 2.0 converter

b. *PCIe card with USB 3.0 ports* You cannot use a cable header if the motherboard has no provision for USB 3.0 ports. PCI is too slow to support USB 3.0 performance. USB 3.0 devices can plug in to USB 2.0 ports without a converter but perform only at USB 2.0 levels.

*Which of the following video cards would be better performing video card to purchase?* a. PCI b. PCIe x16 c. AGP x8 exam-u.com

b. *PCIe x16* PCIe is the newer bus architecture that has the better transfer rates and should be used if PCIe slots are available. AGP would be the next best bus architecture to use for video cards. exam-u.com

CAT: Laptop and Notebook Computers *Why would the display on a laptop get dimmer when the power supply from the AC outlet is disconnected?* a. The laptop cannot use full brightness when on battery power. b. Power management settings on the laptop. c. To operate properly, laptop displays require an alternating current power source. d. Security settings on the laptop.

b. *Power management settings on the laptop.* The power management settings on the laptop can cause the display to automatically dim when the AC adapter is unplugged. In fact, this is the default on many laptops in order to conserve battery power. These can be configured within Power Options in Windows. You can certainly set the display to full brightness when on battery power—it just isn't recommended. Laptops can operate properly when connected to the AC power adapter or when using the battery only. The display brightness of a laptop isn't affected by any security settings.

CAT: Laptop and Notebook Computers *Eric uses an external monitor with his laptop. He tells you that his laptop will boot but the system won't display anything on the external screen. Which of the following enables the display?* a. Connect the laptop to another external monitor b. Press the Fn and Screen keys one or more times until the screen appears c. Press the Enter and Esc keys while the laptop is booting d. Press the Fn key while the laptop is booting

b. *Press the Fn and Screen keys one or more times until the screen appears* The Screen key (also known as the display toggle) is one of the keys available when you use the function (Fn) key. This enables you to switch between the laptop display and an external display (or if you wanted to use both). If the display toggle doesn't work, then try another external monitor. No other key combinations perform this task.

*What type of partition is used to boot the computer?* a. Extended b. Primary c. Mirror d. Strip set with parity

b. *Primary* A primary partition is the type of partition that is bootable. Extended partitions are used to hold logical drives. Strip set with parity is used as RAID solution on servers.

CAT: Printers *You just installed a maintenance kit to a laser printer. What should you do next?* a. Restore the printer to factory settings b. Print a test page c. Refill the paper trays d. Restart the printer

b. *Print a test page* Print a test page after doing preventative maintenance to a laser printer. Normally when you maintenance a laser printer, you will power it down and unplug it before any work begins. So there is no need to restart the printer; when you finish, you simply start it. There is also no need to restore a printer to factory settings unless it fails. Your preventative maintenance will hopefully stave off that dark day. The paper trays probably still have paper in them, and regardless, part of preventative maintenance is to fill the trays. But printing the test page should be last.

CAT: Printers *Terri finishes installing a printer for a customer. What should she do next?* a. Verify that the printer prints in Microsoft Word b. Print a test page c. Restart the spooler d. Set up a separator page

b. *Print a test page* Print a test page after installation. If the test page prints properly, it should be unnecessary to print a page in Word. Restarting the spooler is not needed if the printer has just been installed. The spooler should already be running. If that has failed, that would be a separate troubleshooting scenario. Separator pages are not necessary; they are optional and can be configured in the Printer Properties window.

CAT: Printers *Which of the following are considered troubleshooting tools and techniques for printers? (Choose all that apply.)* a. Increase memory. b. Print a test page. c. Identify symptoms. d. Review device error codes.

b. *Print a test page.* c. *Identify symptoms.* d. *Review device error codes.* By printing or scanning a test page you might be able discern what is causing the problem with the device. Identifying symptoms, such as slow printing, can help you speed up the time that it takes to troubleshoot. If your device has an LCD display, it probably displays error codes that can save you some time. Blinking lights on some models are also used to display error codes.

CAT: Printers *A print job fails to leave the print queue. Which of the following services may need to be restarted?* a. Print driver b. Print spooler c. Network adapter d. Printer

b. *Print spooler* The print spooler needs to be restarted on the computer that started the print job or the computer that controls the printer. This can be done in the Services console window or in the Command Prompt with the net stop spooler and net start spooler commands, or anywhere else where services can be started and stopped such as the Task Manager. Okay, that was an easy one, but the real exam will have a couple easy ones thrown in as well. Don't think too hard when you actually do receive an easier question.

CAT: Printers *On a dot-matrix printer, what physically strikes the ribbon to form an image?* a. Electromagnets b. Printwires c. Character wheel d. Print hammers

b. *Printwires* Printwires physically strike the ribbon in dot-matrix printers.

CAT: Printers *What is the proper order of the laser printing process?* a. Process, clean, charge, expose, develop, transfer, and fuse b. Process, charge, expose, develop, transfer, fuse, and clean c. Clean, expose, develop, transfer, process, fuse, and charge d. Clean, charge, expose, process, develop, fuse, and transfer

b. *Process, charge, expose, develop, transfer, fuse, and clean* Process, charge, expose, develop, transfer, fuse, and clean is the proper process.

CAT: Motherboards and Processors *Which of the following best describes hyperthreading?* a. Overclocking your CPU b. Processing two execution threads simultaneously. c. Having more than one processor. d. None of these option is correct.

b. *Processing two execution threads simultaneously.* A hyperthreaded CPU processes two execution threads at the same time. Programs that monitor processor activity such as Windows Task Manager, display a separate icon for the two virtual cores in a hyperthreaded CPU when hyperthreading is enabled in the system BIOS.

CAT: Customized PCs and Multimedia Devices *You need to set up an existing computer for use with virtualization software. For best performance, which of the following should you determine first?* a. Memory size b. Processor compatibility with hardware assisted virtualization c. Windows version d. Free disk space

b. *Processor compatibility with hardware assisted virtualization* A processor with hardware assisted virtualization is the first factor to consider when selecting a computer as virtualization workstation.

*Jill decided to go retro and added a second floppy disk drive to her computer. She thinks she has it physically installed correctly, but it doesn't show up in Windows. Which of the following options will most likely lead Jill where she needs to go to resolve the issue?* a. Reboot the computer and press the *F* key on the keyboard twice. This signals that the computer has two floppy disk drives. b. Reboot the computer and watch for instructions to enter the CMOS setup utility (for example, a message may say to press the *Delete* key). Do what it says to go into CMOS setup. c. In Windows, press the *Delete* key twice to enter the CMOS setup utility. d. In Windows, go to Start | Run and type *floppy*. Click OK to open the Floppy Disk Drive Setup Wizard.

b. *Reboot the computer and watch for instructions to enter the CMOS setup utility (for example, a message may say to press the *Delete* key). Do what it says to go into CMOS setup.* Jill should reboot the computer and watch for instructions to enter the CMOS setup utility (for example, a message may say to press the *Delete* key). She should do what it says to go into the CMOS setup.

CAT: Troubleshooting and Maintaining Windows *Which of the following is the best solution for repairing a hard drive when a computer displays an "NTLDR is missing error" upon booting?* a. Recovery Console with the fixmbr command b. Recovery Console with the fixboot comman c. Recovery Console with the chkdsk command d. Recovery Console with the bootcfg /rebuild command

b. *Recovery Console with the fixboot comman* The Recovery Console is a system recovery tool used in Windows XP. There are a lot of different commands that can be issued in this mode. If the NTLDR file has been damaged or is missing, it can be rewritten to the hard disk by issuing the fixboot command while in the Recovery Console. NTLDR can also be manually copied from the CD-ROM disc if necessary. The fixmbr command will rewrite the master boot record of the hard drive. The chkdsk command will check the integrity of the disk. Bootcfg /rebuild can be used to scan for the operating system installations and rebuild that information into the boot.ini file.

CAT: Using and Managing Windows *You have some DLLs and ActiveX controls that need to be troubleshot. Which command can manipulate these?* a. Regedit b. Regsvr32 c. ODBC32 d. Regedt32

b. *Regsvr32* The Regsvr32 command in the Command Prompt is used to manipulate ActiveX controls and DLLs. For example, to register a sample ActiveX control, you would type regsvr32 sample.ocx. Unregistering requires the /u parameter. This leans more toward the programming side of things, but you should know what the command does. Regedit.exe and Regedt32 bring up the Registry Editor application in Windows 7/Vista. ODBC is short for Open DataBase Connectivity; it is an interface used within the C programming language to access database management systems. ODBC32 is not a command in Windows.

CAT: Motherboards and Processors *Emergency! Your boss forgot the password to the BIOS on a computer. Which of the following methods helps you to reset the password?* a. Remove the RAM from the motherboard b. Remove the CMOS battery from the motherboard c. Remove the RAM jumper from the motherboard d. Remove the main power connection from the motherboard

b. *Remove the CMOS battery from the motherboard* Remove the CMOS battery from the motherboard. Normally, this will reset any variable settings in the BIOS such as the password and time/date. Some systems also have a BIOS configuration jumper that must be moved to another position in addition to removing the battery. Removing the RAM doesn't do anything. When the computer is turned off, RAM contents are emptied. There are usually no RAM jumpers on today's motherboards. Removing the main power connection from the motherboard will have no effect if the computer was already turned off and unplugged. By the way, RAM and power connections should not be removed unless the power has been shut off and the AC cable has been unplugged.

CAT: Printers *You notice vertical lines on the printout from a laser printer that uses a toner cartridge with an integrated imaging drum. Which is the most likely solution to this problem?* a. Clean the mirror. b. Replace the toner cartridge. c. Remove the ink from the feed rollers. d. Remove the toner cartridge, shake it, and reinstall it.

b. *Replace the toner cartridge.* The toner cartridge's drum surface has been damaged. It must be replaced. A and D are used to handle other problems. C applies to inkjet printers.

CAT: Technician Essentials and PC Anatomy 101 *Which of the following is not a step in the basic troubleshooting process?* a. Document findings. b. Respect client property. c. Evaluate results. d. Identify the problem. exam-u.com

b. *Respect the client property.* Respecting the client property is part of good "communication skills", not the troubleshooting process. exam-u.com

*Which of the following is a typical method for updating your system BIOS?* a. Replace the old BIOS chip with a new BIOS chip. b. Run a BIOS update program, also known as "firmware upgrade", that flashes the BIOS with a new version of the BIOS. c. Replace the old motherboard with a new one. d. You cannot update the BIOS.

b. *Run a BIOS update program, also known as "firmware upgrade", that flashes the BIOS with a new version of the BIOS.* To update your BIOS today, you will download the update from the Internet and then run the update. In the past, you would have to replace the entire ROM chip.

CAT: Networking *You have been contacted by a client who is having problems connecting to the Internet. Where would be a good place to start the troubleshooting process?* a. File and Print Sharing b. Run and Ping command-line utility c. Configure the DHCP server d. TCP/IP configuration

b. *Run and Ping command-line utility* Ping is a command-line utility used to check Internet connectivity. Ping is already included in Windows.

CAT: I/O and Input Ports an Devices *Which of the following is part of the ATA-7 standard?* a. Red controller connections on the motherboard b. SATA c. ATA/100 d. 1 meter maximum cable length

b. *SATA* Serial ATA is part of the ATA-7 standard.

CAT: Storage Devices *You need to install the fastest hard drive possible. Which port should you connect it to?* a. USB b. SATA c. IDE d. eSATA

b. *SATA* You should connect the hard drive to a SATA port. SATA revision 3.0 offers 6.0 Gb/s data transfer resulting in a maximum throughput of 600 MB/s. USB 3.0 comes in a close second at 5.0 Gbps (480 MB/s). However, SATA will usually still be the preferred choice because it has less latency and is internal to the computer. IDE is the predecessor to SATA and has a maximum transfer rate of 133 MB/s. As of early 2012, eSATA is limited to 3.0 Gb/s (300 MB/s). Unless you specifically are required to use an external drive, internal SATA is the way to go.

CAT: Operational Procedures and Communications Methods *While you explain a technical concept to a customer, what is the best action for you to take?* a. Recommend a training class. b. Sit next to the customer. c. Use acronyms so that the customer feels comfortable about your knowledge. d. Tell the customer to read the manual.

b. *Sit next to the customer.* Make the customer truly feel comfortable by sitting down next to her and taking the time to explain the technical concept from a simple and concise point of view. The less jargon, the better. Recommending a training class is tantamount to dismissing the customer off-hand. Telling the customer to read the manual is just downright rude. I know, I say this often to you the reader—however, you are a tech, so reading the manual is what you do. The customer is not supposed to be super-technically oriented. The acronym RTM should be kept within technical circles!

CAT: Security *Which of the following offers hardware authentication?* a. NTFS b. Smart card c. Strong passwords d. Encrypted passwords

b. *Smart card* Smart cards are actual physical cards that you use as authentication tools. They are sometimes referred to as tokens and have built-in processors. Examples of smart cards include the Personal Identity Verification (PIV) card used by U.S. government employees and the Common Access Card (CAC) used by Department of Defense personnel. All of the other answers are software related and are logical in their implementations.

CAT: Security *Which term refers to when people are manipulated into giving access to network resources?* a. Hacking b. Social engineering c. Phishing d. Cracking

b. *Social engineering* Social engineering is when fraudulent individuals try to get information from users through manipulation. Compare this to hacking, which is attempting to break into a system with technology, and cracking, which is breaking passwords with software. Phishing is a type of social engineering; it is implemented via e-mail or over the phone (vishing).

*Into which socket could you place an Intel Core i5?* a. Socket LGA 775 b. Socket LGA 1155 c. Socket C d. Socket AM2+

b. *Socket LGA 1155* You'll find Core i5 processors in several socket types, notably LGA 1155 and LGA 1154

CAT: Printers *What method does an inkjet printer use to print a page?* a. One dot at a time to form a character b. Spray-painting a character c. Striking an inked ribbon d. Dropping ink onto the paper

b. *Spray-painting a character* An inkjet printer sprays the ink onto the paper.

CAT: Using and Managing Windows *Where is the Windows Update feature located in Windows?* a. Start > All Programs > Accessories b. Start > All Programs c. Start > All Programs > Control Panel d. Start > All Programs > Administrative Tools

b. *Start > All Programs* Windows Update is simply located in Start > All Programs. Depending on the version of Windows, it might be in a slightly different location within All Programs, but that is the default for Windows 7, Vista, and XP. You can also access it from the Control Panel if you have the Control Panel configured as Large icons, Small icons, or Classic view. By the way, that is what the CompTIA A+ objectives calls for you to know: each of the individual programs in the icons view of Control Panel.

CAT: Customized PCs and Multimedia Devices *Which of the following is the correct sequence to install a keyboard layout in Windows 7?* a. Start > Control Panel> Display b. Start > Control Panel > Region and Language > Keyboards and Languages > Change Keyboard c. Start > Control Panel> Languages and Region> Personalization d. Start > Control Panel> Region and Language> Change Keyboard

b. *Start > Control Panel > Region and Language > Keyboards and Languages > Change Keyboard* Start > Control Panel > Region and Language > Keyboards and Languages > Change Keyboard is the correct sequence. The Display option has no settings for keyboards. It is called Region and Language, not Languages and Region. You click the Change Keyboard button after accessing the Keyboards and Languages tab, a key step.

CAT: Troubleshooting and Maintaining Windows *Which Windows Vista System Recovery Option attempts to automatically fix problems?* a. System Restore b. Startup repair c. Complete PC Restore d. Recovery Console

b. *Startup repair* Startup repair attempts to fix issues automatically. This is available in Windows 7/Vista's WinRE System Recovery Options.

CAT: Printers *Which of the following steps is listed in the incorrect order in the EP print process?* a. Step 5. Transferring b. Step 1. Cleaning c. Step 3. Exposing d. Step 4. Developing

b. *Step 1. Cleaning* Cleaning takes place in Step 7, not Step 1. It is the last step because it takes place after the page has been printed.

CAT: BIOS *What is the CMOS memory used for?* a. Keeping the time. b. Storing BIOS settings. c. Booting the computer. d. None of these option is correct.

b. *Storing BIOS settings.* CMOS memory, also referred to as nonvolatile memory, is used to store BIOS settings and should not be confused with system memory (RAM). CMOS stands for complimentary metal-oxide semiconductor.

CAT: I/O and Input Ports and Devices *Which port type offers the fastest transfer speed?* a. IEEE 1394a b. SuperSpeed USB c. Full-Speed USB d. Hi-Speed USB

b. *SuperSpeed USB* SuperSpeed USB easily spanks the competition here.

CAT: Networking *A customer has a computer running Windows 7 Ultimate. The Windows Firewall appears to be causing communications to fail within a certain gaming application even though you set up an exception for the program. You stop the Windows Firewall, but when the computer reboots, the service starts up again. Of the following, which tool should you use to disable the Windows Firewall service?* a. Task Scheduler b. System Configuration c. System Properties d. Local Security Policy

b. *System Configuration* Use the System Configuration tool (Msconfig.exe) to disable the service. Do this in the Services tab. BTW, a cute way to open Msconfig is to Press Start and type sys in the search box. Of course, you can also disable services in the Services console window. If you need to stop and disable a service, the Services console window is your best bet. That is because Msconfig can disable them but not stop them (plus a restart is required for most Msconfig actions). And the Task Manager can stop them, but not disable them. As to the incorrect answers: The Task Scheduler is used to set a time when particular applications and processes will run. System Properties is the dialog box where you can change the name of the computer, configure System Restore, and set up Remote Desktop. Local Security Policy is where password and auditing policies can be configured.

CAT: Using and Managing Windows *Which tool enables you to find out how much memory a particular application is using?* a. Msconfig b. Task Manager c. Chkdsk d. System Information

b. *Task Manager* The Task Manager enables you, via a click of the Processes tab, to view all current processes that are running and see how much memory each of them uses. The Task Manager can be opened by right-clicking the Taskbar and selecting Start Task Manager, going to Run and typing taskmgr, pressing Ctrl + Shift + Esc, or pressing Ctrl + Alt + Del and selecting Task Manager. Msconfig is a utility in Windows that allows you to enable and disable applications and services and boot Windows in different modes. Chkdsk is a Command Prompt utility that will search for errors and fix them (with the /F or /R switches). The System Information tool gives a summary of hardware resources, components, and the software environment; it can be opened by going to Run and typing msinfo32.

CAT: Using and Managing Windows *You have just set up a procedure to run every Wednesday evening with Windows 7. Where will you find this task?* a. Documents library b. Task Scheduler library c. Windows\System32 folder d. C:\Temp folder

b. *Task Scheduler library* The Task Scheduler Library stores all scheduled tasks in Windows 7.

CAT: Networking *What is the term used to describe where the network hardware and patch panels are kept?* a. Drop room b. Telecommunications room c. Routing room d. Telecloset room

b. *Telecommunications room* The network hardware and patch panels are kept in the telecommunications room.

CAT: Operational Procedures and Communications Methods *One of your customers reports that there is a large amount of spam in her e-mail inbox. What should you recommend the user do?* a. Tell the user to create a new e-mail account b. Tell the user to add the senders to the junk e-mail sender list c. Tell the user to find a new ISP d. Tell the user to reply to all spam and opt out of future e-mails

b. *Tell the user to add the senders to the junk e-mail sender list* You should recommend that the user add the senders to the junk e-mail sender list. This will block that sender's e-mail address (or the entire domain can be blocked). However, this could take a lot of time; another option is to increase the level of security on the spam filter within the e-mail program. Any further spam can then be sent to the junk e-mail sender list. Users need their e-mail accounts, and creating a new one can result in a lot of work for the user. Finding a new ISP is overreacting a bit; plus the user has no idea if one ISP will be better at stopping spam than another. Never tell a user to reply to spam. Spam e-mails should be sent to the spam folder and never replied to—unless you want ten times the amount of spam.

CAT: Operational Procedures and Communications Methods *You are installing a new computer and are ready to plug it in. What should you do first? (Select the two best answers.)* a. Plug a lamp into the outlet to see if it works. b. Test the AC outlet with a receptacle tester. c. Test the voltage supply with a multimeter. d. Switch the computer's power supply to 115 V.

b. *Test the AC outlet with a receptacle tester.* c. *Test the voltage supply with a multimeter.* Before connecting a system to an outlet, test that outlet with a receptacle tester. This will verify whether it is wired properly. Afterward, you can test the voltage supply with a multimeter, especially if you suspect dirty power (perhaps you have seen some lights flickering while you were working). Plugging something else into the outlet is a waste of your time. It might work, but that doesn't tell you whether the outlet is wired properly. Check the voltage setting on the back of the power supply when you are ready to plug it in. By the way, many power supplies today will auto sense the voltage and automatically select 115 or 230 necessary.

CAT: Laptop and Notebook Computers *Bob calls you complaining that he can no longer connect to the wireless network with his laptop. He has using the wireless network for three months now, and nothing has changed on the wireless network. What would you get Bob to check first?* a. The WEP settings on his laptop b. That the wireless cut-off switch on his laptop is not enabled or on c. The WPA settings on his laptop d. That SSID broadcasting is enabled on the router

b. *That the wireless cut-off switch on his laptop is not enabled or on* Laptop computers have a switch that allows you to temporarily turn off wireless functionality.

CAT: Operational Procedures and Communications Methods *A customer has forgotten his password. He can no longer access his company e-mail address. What should you tell him?* a. That he should remember his password b. That you need information confirming his identity c. That the password will be reset in several minutes d. That he shouldn't do that

b. *That you need information confirming his identity* In many cases, passwords cannot be reset by the user or by the systems admin. If that is the case, you need to verify the identity of the person first. You might need to do so just as a matter of organizational policy. Telling the person not to do that or that the person should simply remember the password is just rude. If the password could be reset and you are allowed to do so, it should be reset immediately.

CAT: Troubleshooting and Maintaining Windows *Where does Windows XP store the boot log file, ntbtlog.txt?* a. The root directory of the first hard drive, typically C:\ b. The C:\Windows directory c. The C:\Windows\system32 directory d. The C:\recoveryerrors directory

b. *The C:\Windows directory* The boot log file is stored in the Windows directory.

*What do registers provide for the CPU?* a. Registers determine the clock speed. b. The CPU uses registers for temporary storage of internal commands and data. c. Registers enable the CPU to address RAM. d. Registers enable the CPU to control the address bus.

b. *The CPU uses registers for temporary storage of internal commands and data.* The CPU uses registers for temporary storage of internal commands and data.

CAT: BIOS *Which of the following can be used if you are working with UEFI-based system to configure or view BIOS settings? (Choose all that apply.)* a. Touch screen b. The Enter key c. The + key d. The mouse

b. *The Enter key* c. *The + key* d. *The mouse* Although touch screens cannot be used to access the BIOS, a mouse and the keyboard can be used in most UEFI firmware setup screens to make changes. If the mouse is not supported, use the keyboard.

CAT: Security *A customer reports a problem with a PC located in the same room as cement testing equipment. The room appears to have adequate cooling. The PC will boot up but locks up after 5-10 minutes of use. After a lockup it will not reboot immediately. Which the following is the most likely problem?* a. The PC has a virus. b. The PC air intakes are clogged with cement dust. c. The CPU heat sink is underrated for the CPU. d. The power supply is underrated for the electrical load of the PC.

b. *The PC air intakes are clogged with cement dust.* The PC air intakes are probably clogged with cement dust. This will stop fresh, cool air from entering the PC and cause the CPU to overheat. That's why the system won't reboot immediately because the CPU needs some time to cool down. You should install a filter in front of the PC air intake and instruct the customer to clean the filter often. While you are working on the computer, you should clean out the inside of the system and vacuum out the exhaust of the power supply (without opening the power supply of course). If the PC had a virus, that might cause it to lock up or shut down, but you would be able to reboot the computer right away. Plus, there would probably be other indicators of a virus. The CPU heat sink could be an issue and could cause the same results, but it is less likely. Companies often buy computers from popular manufacturers such as Dell and HP; these computer manufacturers spend a lot of time designing their heat sink/fan combinations to work with the CPU. If the power supply was underrated, it would cause intermittent shutdowns, but not lockups. Nothing in the scenario would lead you to believe that the computer uses so many powerful components as to make the power supply underrated.

CAT: Troubleshooting and Maintaining Windows *You are working on a computer running the Windows XP operating system. You receive a boot error that the NTLDR is missing or corrupt. Which of the following could you use to restore the file?* a. Copy and paste the CD. b. The Recovery Console c. The NTBACKUP program. d. Use the advanced boot options.

b. *The Recovery Console* The Windows Recovery Console is a special command-line interface designed for copying files and performing disk repairs. It is used by Windows XP.

CAT: Using and Managing Windows *What is an advantage of Xcopy over Copy?* a. The ability to copy files off of a mapped network drive b. The ability to copy NTFS permissions c. The ability to copy files and decrypt them d. The ability to copy entire folder structures

b. *The ability to copy NTFS permissions* Xcopy can copy NTFS permissions. Normally, when a file is copied—for example, in Windows Explorer—the file loses its permissions and takes on the permissions of the new parent folder. That is also the case with the Copy command. Xcopy and Robocopy can be used to transcend this rule. Both Xcopy and Copy can copy files off of a mapped network drive and can copy entire folder structures, but neither can copy files while decrypting them.

*In a SCSI chain, what devices should take a SCSI ID of 0?* a. CD-ROM b. The bootable (first) hard disk c. The SCSI host adapter d. Printer

b. *The bootable (first) hard disk* A bootable hard disk should take SCSI ID 0, and the host adapter usually takes an ID of 7. The other devices can be assigned any number in the chain as long as it is unique number.

CAT: BIOS *You just installed a new floppy drive into a computer you use for testing. When the computer boots, you notice that the light for the floppy stays on. What does this mean?* a. The BIOS needs to be reconfigured. b. The cable is connected backward. c. The floppy drive has failed. d. There is too much voltage to the floppy.

b. *The cable is connected backward.* If the controller cable to the floppy is connected backward, the light will stay on and the drive will not function. If a floppy disk were in the drive, it has probably been rendered useless. The BIOS need be reconfigured only if the floppy drive was not recognized or was disabled. If the floppy drive failed, the light probably wouldn't turn on at all, or at the least would not read disks properly. Too much voltage could cause the floppy drive to fail, but the real problem to investigate would be why the drive received too much power. The power supply would have to be troubleshot carefully. Floppy drives are older devices that you don't find on a typical computer anymore, but you might find them in testing environments, scenarios where older programs on floppy disks are used, and older computers in general. Plus, they are still on the CompTIA objectives, so know your floppy technology.

CAT: Networking *A user tries to connect to a shared resource called data on server1 by using the UNC path \\server1\data but is unsuccessful. The user knows the IP address of server1 and can successfully ping it. What is the problem?* a. The user should use \\data\server1. b. The client computer is not configured to query the WINS server. c. The client computer is not configured to query the DNS server. d. The user needs to install TCP/IP.

b. *The client computer is not configured to query the WINS server.* The computer name, server1, must be converted to an IP address. WINS is the service that maintains a database that holds computer names and matching IP addresses.

CAT: Troubleshooting and Maintaining Windows *Which of the following are accurate statements about STOP errors? (Choose all that apply.)* a. You need to stop the computer and reboot it. b. The computer always freezes and error message onscreen until you turn it off. c. The computer cannot function properly until the error is resolved. d. The error is displayed on a red background.

b. *The computer always freezes and error message onscreen until you turn it off.* c. *The computer cannot function properly until the error is resolved.* A STOP (BSOD) error stops the system from working. Until the problem that causes the STOP error is resolved, the system will not work properly. Blue Screen of Death (BSOD), the unofficial name for a STOP error, comes from the fact that the error is almost always displayed in white text on a blue screen. Depending on how the system is configured, it might leave the message onscreen until you shut off the computer, or it might restart immediately.

CAT: Installing and Upgrading Windows *If you do not complete the activation process for Windows, what will happen to your computer?* a. Nothing. Activation is optional. b. The computer will work fine for 30 days and then Windows will be disabled. c. Microsoft will not know how to contact you to provide upgrade information. d. You will have to use a floppy disk set to boot to Windows.

b. *The computer will work fine for 30 days and then Windows will be disabled.* If you do not complete the activation process for Windows XP, Vista, or 7, the computer will work fine for 30 days and then Windows will be disabled.

CAT: Networking *A user recently purchased a new wireless 802.11n router. After connecting a laptop to the wireless network, he notices that the signal strength on the laptop is poor and only connects at 11 Mbps. The user moved the laptop next to the WAP and is still experiencing the same issue. Which of the following is most likely the cause?* a. The cable modem is faulty. b. The laptop is connecting to the incorrect wireless network. c. The router's wireless card drivers are faulty. d. The wireless antennas on the router need to be replaced.

b. *The laptop is connecting to the incorrect wireless network.* The laptop is probably connecting to a different wireless network either in the home next door or an adjacent business—one without encryption it would seem. Verify the SSID name of the 802.11n router, forget the current wireless network, and connect to the new network. The cable modem isn't a part of the equation in this scenario. We are only interested in connecting to the wireless network to start. A router (wireless access point) won't have a wireless card such as the ones in a PC or laptop. Also, we don't know if the device is faulty yet because the laptop never connected to it. The same goes for the wireless antennae.

CAT: Printers *What part must be vacuumed or replaced periodically to prevent damage caused by the action of the corona?* a. The rubber rollers b. The ozone filter c. The transfer filter d. The cleaning blade

b. *The ozone filter* The ozone filter should be periodically vacuumed or changed.

CAT: Printers *A customer has installed a PostScript driver for a printer that actually only supports PCL. What is the most likely result?* a. The printer will not print at all. b. The printer will print garbage or unreadable characters. c. The printer will process PostScript in the correct way. d. The printer will print at a decreased resolution (DPI).

b. *The printer will print garbage or unreadable characters.* Most likely, the printer will print garbage or unreadable characters (known as garbled characters). If you install an incorrect driver for a printer, you risk a garbage printout. You would know if this was the case immediately when trying to print a test page. The incorrect driver could be a printer driver for another printer or one that is PostScript when it should be Printer Command Language (PCL). This won't stop the printer from printing, but you may not like what you see (unless you are into gibberish). The DPI of the printer will not change. A DPI such as 600 cannot be decreased to 300 DPI unless you set that in the printer's Properties sheet in Windows or on the display on the printer. And it can only be increased in the same manner, and only if the printer supports it.

CAT: Troubleshooting and Maintaining Windows *A school classroom is set up with removable drives to train students in Windows 7 and Windows Vista. One student tells you that one of the computers will not boot up and receives an error: no operating system found. All of the cables are plugged in securely to the computer. Which of the following is the most likely cause?* a. The monitor is not functioning. b. The removable drive is not locked. c. The lab network is down. d. The memory is not seated properly.

b. *The removable drive is not locked.* The most likely reason the computer won't boot and presents the no OS error is that the removable drive is not locked. Removable drives are common in schools and labs. A frame is installed to a 5 1/4" bay and connected to the motherboard via SATA or IDE the way a hard drive normally would be. Then, swappable trays are inserted into the frame, each with a different hard drive and a different OS. When the drive tray is inserted into the frame, it must be locked; it is common to forget to lock one or two. If it isn't locked, the data port will not connect properly and the OS will not boot. If you get a message on the screen, then you know the monitor is working. No operating system or missing OS messages happen before the computer can connect to the network, so have no fear—the lab network is probably not down. If the memory needed to be reseated, you would get a message in the POST or a series of beeps.

CAT: Printers *You want to use the most up-to-date drivers to install a printer. Which of the following is most likely to provide these drivers?* a. Windows Update b. The vendor's website c. The installation disc packed with the printer d. The driver list on the Windows CD or DVD

b. *The vendor's website* You should go to the vendor's website to download the most up-to-date drivers. After a printer is installed, you might be able to use Windows Update to find the updated drivers. The driver disc might not have updated drivers. The printer list on the Windows CD or DVD will not list updated drivers either.

CAT: Troubleshooting and Maintaining Windows *A newly built computer runs through the POST, but it doesn't recognize the specific CPU that was just installed. Instead, it recognizes it as a generic CPU. What is the first thing to check?* a. Whether the CPU is seated properly b. The version of the firmware for the motherboard c. Whether it is the correct CPU for the motherboard d. The version of Windows installed

b. *The version of the firmware for the motherboard* You must have the correct firmware to recognize the latest CPUs. If the CPU is not seated properly or if you have an incorrect CPU, the system simply won't boot. Windows does not affect the POST at all. In some cases, you might purchase a motherboard that says it can support a specific new processor. However, the firmware might not have been written yet to actually work with that processor!

CAT: Printers *Special paper is needed to print on what kind of printer?* a. Dot matrix b. Thermal c. Laser d. Inkjet

b. *Thermal* Regular paper can be used on all the listed printers except for thermal printers, which use specially coated paper that is heated to create the image. A dot matrix might use tractor feed paper, but that is standard for many dot matrix printers; it is also still considered regular paper. A laser printer or dot matrix printer might use two-part paper, but two-part paper isn't necessary for laser printers or dot matrix printers to operate; thermal printers won't work unless you use specially coated paper. Inkjet printers normally use standard copy paper for printing.

CAT: Using and Managing Windows *Which of the following are benefits of 32-bit Windows applications? Choose all that apply.* a. They share a common message queue. b. They run in separate memory spaces. c. They are preemptively multitasked. d. They support running multiple applications in one virtual machine.

b. *They run in separate memory spaces.* c. *They are preemptively multitasked.* A 32-bit application uses separate message queues so that when one application hangs, it does not affect the others. Only 16-bit Windows applications may be run in a common VM. Running applications in separate memory spaces and preemptive multitasking are benefits of running 32-bit applications.

CAT: Security *This type of malware appears to perform desired functions but is actually performing malicious functions behind the scenes.* a. Virus b. Trojan c. Spyware d. Rootkit

b. *Trojan* A Trojan appears to perform desired functions but is actually performing malicious functions behind the scenes. Trojans are used to access a computer through a backdoor and take control of it. They are the bane of web servers as well. Remote Access Trojans (RATs) are used to take control of Windows clients without the users knowing. A virus is code that runs on a computer without the user's knowledge, infecting files when it is executed. Spyware is malicious software that is unwittingly downloaded and installed. It is usually employed to track the surfing activities of a user. A rootkit is software that is designed to gain administrator-level control over a system.

CAT: Video Displays and Video Cards *You are building a new PC and want to select a motherboard that will support the Scalable Link Interface (SLI) technology so that you can install two SLI video cards connected by a bridge. Which of the following expansion slots should the motherboard have for your two video cards?* a. Two AGP slots b. Two PCIe slots c. A PCI and PCIe slot d. An AGP and PCIe slot

b. *Two PCIe slots* For SLI to work properly, you will need two identical PCIe (PCI Express) slots. Although older SLI cards were available for PCI, the technology cannot span different expansion slots.

CAT: Laptop and Notebook Computers *Which type of PCMCIA card is used by network cards and modems?* a. Type I b. Type II c. Type III d. Type IV

b. *Type II* Network cards and modems are Type II cards.

*Which PCMCIA card type is used for modems?* a. Type I b. Type II c. Type III d. Type IV exam-u.com

b. *Type II* Type II cards are used for network cards and modems. Type I cards are used for memory upgrades, and Type III cards are used for removable drives. exam-u.com

CAT: Using and Managing Windows *Which component of Windows 7/Vista enables users to perform common tasks as non-administrators and, when necessary, as administrators without having to switch users, log off, or use Run As?* a. USMT b. UAC c. USB d. VNC

b. *UAC* With User Account Control (UAC) enabled, users perform common tasks as nonadministrators and, when necessary, as administrators without having to switch users, log off, or use Run As. If the user is logged in as an administrator, a pop-up window will appear verifying that the user has administrative privileges before action is taken; the user need only click Yes. If the user is not logged on as an administrator, clicking Yes will cause Windows to prompt the user for an administrative username and password. USMT stands for User State Migration Tool, which is used to move files and user settings from one system (or systems) to another. USB is the Universal Serial Bus and has little to do with this question except to serve to confuse the unwary with another acronym. VNC stands for Virtual Network Computing; it's a type of program that allows a person at a computer to remotely take control of another computer or device. Examples include RealVNC and TightVNC.

CAT: Power Supplies and System Cooling *Which device provides emergency power to a computer in case of a complete power failure?* a. UTP b. UPS c. Power strip d. Surge protector

b. *UPS* A UPS (uninterruptible power supply) will keep a standard desktop up and running in case of a complete power outage.

CAT: Power Supplies and System Cooling *You observe that the lights in a customer's building flicker periodically during the course of the day. Which of the following should you recommend to protect the customer's computer equipment?* a. Power supply b. UPS c. Generator d. Heavy-duty electrical cord

b. *UPS* Tell the customer to use a UPS. This will protect against power fluctuations, dirty power, brownouts, and blackouts. The computer will have a power supply already. A generator is a bit much for the computer in this scenario, but it might be necessary for the building. Computers normally connect with an IEC power cable; this is a heavy-duty electrical cord. If the computer doesn't have one, you should replace it immediately.

CAT: Power Supplies and System Cooling *Which device should you use to protect against power outages?* a. Multimeter b. UPS c. FedEx d. Surge protector

b. *UPS* The UPS is the only item listed that protects the computer from power outages like blackouts and brownouts. A multimeter is used to test AC outlets and individual wires inside the computer. FedEx is a shipping company, not a computer acronym. A surge protector (or surge suppressor) is used to protect computer equipment from surges and spikes in power, but cannot protect against power outages.

CAT: I/O and Input Ports and Devices *Which of the following are popular standards for USB ports? (Choose two.)* a. USB 1.2 b. USB 3.0 c. USB 2.1 d. USB 2.0

b. *USB 3.0* d. *USB 2.0* USB 2.0 is the established USB standard found on almost any PC, whereas USB 3.0 is a high-performance version now available on most of the latest PCs.

CAT: Motherboards and Processors *Which of the following components is not usually found on a motherboard?* a. BIOS chips b. USB drives c. Memory d. I/O ports exam-u.com

b. *USB drives* The motherboard will include I/O ports or connectors for a variety of devices, but will not typically include the devices themselves. It will include the ATA controller and also a connector to attach the ATA drive, but not the drive itself. The same would be true of USB drives; the motherboard will include the controller and connector for the USB bus but not the actual device. exam-u.com

CAT: Using and Managing Windows *Powerful hypervisors like ESX are often booted from__________________.* a. Floppy diskettes b. USB thumb drives c. Firmware d. Windows

b. *USB thumb drives* A good hypervisor can be tiny, loading from something as small as a USB thumb drive.

CAT: I/O and Input Ports and Devices *Which of the following is the newest type of mouse connection?* a. Serial b. USB c. PS/2 d. Parallel

b. *USB* USB is the newest type of mouse connection. It replaces PS/2 as today's standard. Serial mice were used in the early 1990s, and parallel was never really used for mice at all; it was used for printers and SCSI connections.

CAT: I/O and Input Ports and Devices *Which two types of interfaces are typically used to connect a network card to the system?* a. Parallel b. USB c. PCI d. Serial

b. *USB* c. *PCI* Network cards connect to the system as either a USB or PCI device.

CAT: Customized PCs and Multimedia Devices *One of your customers is running Windows 7 on a PC that has a 2 GHz CPU, 2 GB RAM, and a 64 MB video card. The customer tells you that performance is slow when Aero is enabled. How can you increase performance on the computer?* a. Increase system RAM b. Upgrade the video card c. Increase the hard drive capacity d. Upgrade the CPU

b. *Upgrade the video card* The only solution listed is to upgrade the video card. This is the only way that computer performance can be increased while Aero is running. The CPU and RAM can make the system faster when dealing with applications and calculations of many kinds, but when it comes to the video configurations, a 64 MB video card is just too weak. No matter how much RAM you add or what CPU you put in, the video will still perform like an actor on the late, late, late movie—badly. Increasing the hard drive capacity will have no effect on video but can definitely help in other areas of system performance such as pagefile access and general data access.

CAT: Networking *Your boss asks you to install a new wireless network. Which of the following should you implement on the wireless network to help prevent unauthorized access? (Select the two best answers.)* a. Install additional wireless access points b. Use WPA2 c. Broadcast the SSID d. Use MAC filtering e. Install a signal booster

b. *Use WPA2* d. *Use MAC filtering* By using WPA2 (the strongest type of encryption on most wireless access points), you ensure a high level of encryption, helping to reduce unauthorized access. Using MAC filtering will filter out unwanted computers by checking their MAC addresses when the computers first try to connect. Additional wireless access points and signal boosters would increase the chances of unauthorized access. Broadcasting the SSID also increases the chance of unauthorized access because any wireless device will see the name of your network. When all wireless devices have made their initial connections to the wireless access point, consider disabling the SSID broadcast.

CAT: Networking *When you use ipconfig.exe, you do not see the IP address of the DHCP server that has given you the IP address. What should you do?* a. Use ipconfig /renew at the command prompt. b. Use ipconfig /all at the command prompt. d. Ping the IP address of the DHCP server. e. Use ipconfig /release at the command prompt.

b. *Use ipconfig /all at the command prompt.* Without switches, ipconfig.exe displays only the IP address, subnet mask, and default gateway. Use the ipconfig /all switch to view all TCP/IP configurations, including the DHCP server that assigned your computer an IP address.

CAT: Printers *A customer states that an inkjet printer is printing streaks on documents. What should you do to resolve this issue?* a. Replace the printer data cable b. Use the printer's clean option c. Print a test page from the printer d. Reinstall the drivers

b. *Use the printer's clean option* Use the printer's built-in clean option. This might be accessible from the display on the printer or from within the printer's software in Windows. Cleaning the cartridges is necessary every once in a while so they don't get clogged. If the clean option doesn't work, you can try physically removing the cartridge, sparingly using a solution of 50% water/50% isopropyl alcohol, and cleaning the cartridge nozzle with a Q-Tip. Streaks on documents are not caused by faulty data cables or bad drivers. A faulty data cable would probably cause complete print failure; bad drivers would cause the printer to print garbled text. Printing a test page will result in the same document streaks.

CAT: Installing and Upgrading Windows *You have just unpacked a system with a preinstalled copy of Windows 7 and no recovery disc. How can you create a recovery disc?* a. Run Windows Backup. b. Use the recovery disc creation program provided by the vendor. c. Buy a full copy of Windows 7 to use as a spare. d. You must order a recovery disc from the vendor.

b. *Use the recovery disc creation program provided by the vendor.* Almost all systems preconfigured with Windows 7 include a utility to burn one or more recovery discs. Windows Backup can create an image of your system's current state but not its original condition. A Windows 7 install disc is just that-an install disc that must be installed to a system (it is not a backup of your installation). Order a recovery disc only if there is no way to make one or if the recovery partition was damaged or deleted.

CAT: Security *You are working on a Windows 7 computer. You keep getting messages from the operating system asking for your permissions. What is the name of this feature?* a. User State Migration b. User Account Control c. User State Control d. User Account Information

b. *User Account Control* User Account Control (UAC) is a security component of Windows 7 that keeps every user (besides the actual Administrator account) in standard user mode instead of an administrator with full administrative rights even if they are a member of the administrator group.

CAT: Storage Devices *Your client has a Windows XP compute with a Super Multi DVD drive. However, the user reports an inability to burn DVDs but can read DVD data discs. Which of the following could be accurate statements?* a. DVD laser has failed. b. User needs to use third-party software to burn DVDs. c. Drive not designed to burn DVDs. d. User should install Windows Movie Maker to get better DVD support.

b. *User needs to use third-party software to burn DVDs.* Windows XP can bur CDs, but not DVD, as in DVD drive. If the DVD laser had failed the drive could not read DVDs. A Super Multi DVD drive will burn DVDs. Windows Movie Maker for XP does not include DVD support.

CAT: Video Displays and Video Cards *Which video standard supports 16 colors at 640 x 480 resolution?* a. EGA b. VGA c. SVGA d. CGA

b. *VGA* VGA supports 16 colors at 640 x 480 resolution.

CAT: Security *A customer's Windows Vista computer needs a new larger, faster hard drive. Another technician in your company installs the new drive and then formats the old drive before delivering it to you for disposal. How secure is the customer's data?* a. Completely unsecure b. Very unsecure c. Secure d. Completely secured

b. *Very unsecure* Many tools can recover data from a drive after it is formatted. Many companies will low-level format the drive and keep it in storage indefinitely.

CAT: Motherboards and Processors *What type of adapter card is normally plugged into a PCIe x16 adapter card slot?* a. Modem b. Video c. NIC d. Sound

b. *Video* The PCI Express (PCIe) x16 expansion slot is used primarily for video. Modems, network interface cards (NICs), and sound cards will connect to either PCIe x1 or plain PCI slots.

*Which of the following is a characteristic of protected-mode processor?* a. Heat sink support b. Virtual memory support c. Run only one application at a time d. Encased in protective shell

b. *Virtual memory support* Virtual memory is one of the features of protected-mode processors. Choice C describes real-mode processors, the opposite of protected-mode processor.

CAT: Customized PCs and Multimedia Devices *You need to set up a server system that will run in a VM. It will have the bulk of the network computers' resources and will supply much of the resources necessary to the client computers that will connect to it. You are also required to set up the client computers. What two types of systems (server and client) will you be implementing?* a. CAD/CAM workstation and PCs b. Virtualization workstation and thin clients c. Home server PC and thick clients d. AV workstation and laptops

b. *Virtualization workstation and thin clients* You will be implementing a virtualization workstation and thin clients. The virtualization workstation will run virtual software that will allow you to install the server software to a virtual machine (VM). This server will provide most of the resources for the clients on the network—the thin clients. Thin clients normally have very limited resources of their own and rely on the server (be it a regular or virtual server) for the additional resources they need. A CAD/CAM workstation is used for computer-aided design and manufacturing. PCs have plenty of their own resources and do not need a server supplying those resources. A home server PC is a possibility in this scenario, if it runs in a virtual environment. However, thick clients don't meet the requirements of this scenario. Thick clients have plenty of resources and are often used as another name for PCs. An AV workstation is an audio/video workstation, not a server, and laptops are not thin clients; they also have plenty of internal resources.

CAT: Customized PCs and Multimedia Devices *On which type of computer is RAM the most important?* a. Gaming PC b. Virtualization workstation c. AV workstation d. HTPC

b. *Virtualization workstation* RAM is more essential to the virtualization workstation than any of the other types of custom PCs listed. Virtual operating systems (virtual machines or VMs) require a lot of RAM to run, much more than any other application. Plus, a virtualization workstation will often have more than one virtual machine running, increasing its need for RAM even further. Gaming PCs biggest requirements are CPU and video card. Audio/video workstations require specialized audio and video cards, fast hard drives, and dual monitors. Home theater PCs (HTPCs) require an HDMI output, surround sound, a small form factor, and possibly a TV tuner.

CAT: Security *What must be updated in your antivirus software?* a. Virus software b. Virus definitions c. Patches d. Trojans

b. *Virus definitions* Virus definitions are needed to ensure that your virus protection software knows about recent viruses.

CAT: RAM *You replaced two 1 GB DIMMs with two 2 GB DIMMs on a Windows Vista 32-bit computer. When you reboot the computer, the BIOS recognizes 4 GB of RAM but the operating system only shows approximately 3 GB. Which of the following is the most likely reason for this?* a. The new RAM is not the correct speed. b. Vista only sees 3 GB of RAM. c. The new RAM is not the correct type. d. There is a memory hole in the BIOS.

b. *Vista only sees 3 GB of RAM.* Although Windows Vista 32-bit can technically address 4 GB of RAM, Windows Vista 32-bit (and Windows XP 32-bit) systems and applications can only use 3.12 GB of RAM. That is because these operating systems reserve the remainder for devices in what is known as memory-mapped I/O (MMIO).

CAT: Networking *Which of the following terms best describes two or more LANs connected together over a large geographic distance?* a. PAN b. WAN c. WLAN d. MAN

b. *WAN* A wide area network (WAN) is a network in which two or more LANs are connected together over a large geographic distance—for example, between two cities. The WAN requires connections to be provided by a telecommunications or data communications company. A personal area network (PAN) is a small network made up of short-distance devices such as Bluetooth. WLAN stands for wireless local area network. This is the name that the IEEE uses for their 802.11 standards. That is because the term Wi-Fi, though widely used, is copyrighted. A MAN is a metropolitan (or municipal) area network; it can connect two or more LANs together but does it in a small city-based area.

CAT: Security *Which of the following is the most secure for your wireless network?* a. WEP b. WPA2 c. TKIP d. WPA

b. *WPA2* WPA2 is superior to WPA, and WEP and takes much longer to crack (if crackable at all). It works best with AES. Wired Equivalent Privacy (WEP) is deprecated (outdated) and is considered insecure. It should be avoided unless it is the only encryption option you have; even then, you should consider new hardware and software. TKIP stands for Temporal Key Integrity Protocol; it is a deprecated encryption protocol used with WEP and WPA. The replacement is CCMP.

CAT: Motherboards and Processors *How is TDP measured?* a. Volts b. Watts c. Ohms d. Amps

b. *Watts* The thermal design power (TDP) of a CPU is measured in watts. For example, a typical Core i5 CPU might be rated at 95 watts. Older single-core CPUs were rated as high as 215 watts. The less the wattage rating, the less the computer's cooling system needs to dissipate heat generated by the CPU.

CAT: Technician Essentials and PC Anatomy 101 *Which of the following can become an issue if you keep your computer running all the time?* a. Thermal expansion b. Wear-out c. Chip creep d. EMI

b. *Wear-out* When devices are running all the time, they can wear out.

CAT: Troubleshooting and Maintaining Windows *When should you boot into Safe Mode?* a. At every boot-up b. When your system will not boot normally c. When your computer is connected to the Internet d. Only to play freecell.exe

b. *When your system will not boot normally* You should enter Safe Mode to correct problems when your computer won't boot normally.

CAT: Laptop and Notebook Computers *You need to evaluate damage in a laptop with a cracked screen; the base of the laptop is not damaged. In addition to the LCD panel, which other components might be damaged? (Choose all that apply.)* a. Hard drive b. Wi-Fi antenna c. Wi-Fi radio d. Webcam

b. *Wi-Fi antenna* d. *Webcam* Both of these items (when present) are located in the screen assembly and might be damaged if the screen is cracked. The hard drive and Wi-Fi radio are located in the base.

CAT: Mobile Devices *Which of the following allows other mobile devices to share your mobile device's Internet connection?* a. Internet pass-through b. Wi-Fi tethering c. Locater application d. IMAP

b. *Wi-Fi tethering* Wi-Fi tethering allows a mobile device to share its Internet connection with other Wi-Fi cable devices. Internet pass-through is when the mobile device connects to a PC to share the PC's Internet connection. Locator applications are used to find lost or stolen mobile devices through GPS. IMAP is another email protocol similar to POP3.

CAT: Using and Managing Windows *You are the PC technician for your company. You are upgrading your computers to Windows 7. There are certain users who have older applications that will run only in Windows XP. Which combination of products will enable you to run these programs with support for USB storage device?* a. Windows 7 Professional, Virtual PC 2007, Windows XP as VM b. Windows 7 Professional, Windows Virtual PC, Windows XP Mode c. Program Compatibility Wizard d. None of the above

b. *Windows 7 Professional, Windows Virtual PC, Windows XP Mode* To enable applications that will not run on any operating system newer than Windows XP to run on a Windows 7 computer, use XP Mode under Windows virtual PC. Windows Virtual PC supports XP Mode (a virtualized copy of Windows XP professional), whereas the older Virtual PC 2007 does not (and does not work in USB-connected storage devices).

CAT: Using and Managing Windows *Which of the following technologies is the graphical user interface used by default in Windows Vista and Windows 7?* a. Windows PowerGUI b. Windows Aero c. Windows GUI version II d. Windows PowerShell

b. *Windows Aero* Windows Aero is the default desktop in Windows Vista and Windows 7. It features translucent windows, window animations, three-dimensional viewing of windows, and a modified taskbar. You can make modifications to the look of Aero by right-clicking the desktop and selecting personalize. Then select Windows Color and Appearance. There you can modify features such as the transparency of windows. Note: Aero is not available in Windows Vista Home Basic or Windows 7 Starter.

CAT: Operational Procedures and Communications Methods *What program that comes with some versions of Windows turns your PC into a home theater PC?* a. XBMC b. Windows Media Center c. Plex d. Windows Home Theater

b. *Windows Media Center* Windows Media Center, included with some Windows editions, can turn a PC into an HTPC.

CAT: Using and Managing Windows *You are required to stop the Windows Firewall service. How can you accomplish this? (Select the three best answers.)* a. In Performance Monitor b. With the net stop mpssvc command c. Within Msconfig d. Within the Task Manager e. In System Information f. With Gpedit.exe g. In Services.msc

b. *With the net stop mpssvc command* d. *Within the Task Manager* g. *In Services.msc* You can stop a service in a variety of ways. The easiest and most common is to go to the Services console window. This can be done by typing services.msc at the Run prompt. You can also stop services in the Task Manager by accessing the Services tab and right-clicking the service in question. But in the Task Manager you have to know the executable name of the service. The name of the Windows Firewall service is mpssvc. So, the third way (of the listed answers) is to use the net stop mpssvc command in the Command Prompt. Performance Monitor, System Information, and GPedit do not allow you to stop services.

CAT: Technician Essentials and PC Anatomy 101 *You are checking the contents of your computer toolkit before performing internal upgrades on a desktop computer. Which of the following tools in your toolkit should be used to prevent ESD damage to internal components?* a. Cable tester b. Wrist strap c. Loopback plugs d. Torx drivers e. multimeter f. Crimper

b. *Wrist strap* The wrist strap, which is worn on the wrist so that the metal plate on the band touches the user's skin and other end is locked around bare metal components, help prevent damage from ESD.

CAT: Networking *What advantages does dial-up have over DSL?* a. Dial-up is faster than DSL. b. You can be farther than 18,000 feet from a main phone service switching center. c. You can get a second phone lines to use just for dial-up. d. None. Dial-up has no advantages over DSL.

b. *You can be farther than 18,000 feet from a main phone service switching center.* DSL has a fairly short limit of 18,000 feet from a main switch, leaving people in rural areas (in the United States, at least) out of luck. Dial-up just requires a phone line.

CAT: I/O and Input Ports an Devices *How do you differentiate two PATA drives on the same cable?* a. The flat ribbon cable has a seven-wire twist that determines which is which. b. You set jumpers on the individual drives to determine which is master and which is slave. c. The PATA controller determines the hierarchy. d. Both drives are considered equal.

b. *You set jumpers on the individual drives to determine which is master and which is slave.* PATA drives use master/slave jumpers to differentiate between the two drives.

CAT: Using and Managing Windows *You are moving several of Bob's files from a directory on an NTFS partition to a directory on a FAT32 partition. What message should you receive when you encounter an encrypted file?* a. You should not receive a message; the file will just be moved. b. You should get an Access Denied message. c. You should get a message stating that you could not read the file, and that it may be corrupted. d. You should get a message stating that the file cannot be moved because it is encrypted.

b. *You should get an Access Denied message.* Because the files are being moved to a different drive and you are not the person who encrypted the files, or an EFS recovery agent, you will be denied access. If you had owned the files, the files would have been decrypted as they were copied.

CAT: Troubleshooting and Maintaining Windows *Which of the following are loaded when you boot into Safe Mode? Choose all that apply.* a. Your normal video driver b. Your mouse driver c. config.sys d. autoexec.bat

b. *Your mouse driver* Your mouse driver is the only item on the list that loads when you enter Safe Mode. It also loads a VGA-compatible video driver and a minimal set of device drivers

CAT: Customized PCs and Multimedia Devices *When you insert a CD, the AutoPlay feature of Windows looks for which file?* a. autoplay.inf b. autorun.inf c. autoplay.ini d. autorun.exe

b. *autorun.inf* By default, Windows looks for AUTORUN.INF when you insert a CD.

CAT: Troubleshooting and Maintaining Windows *Which of the following commands will repair a damaged master boot record in a Windows 7 PC?* a. bootrec/fixboot b. bootrec/fixmbr c. fixboot d. fixmbr

b. *bootrec/fixmbr* Run bootrec /fixmbr in the Windows RE to repair a damaged master boot record in a Windows 7 PC.

CAT: Storage Devices *Which type of external connection allows for the fastest hard drive data rate?* a. USB 2.0 b. eSATA c. IEEE 1394a d. 1000BASE-T

b. *eSATA* As of the writing of this book, external SATA (eSATA) runs at 3.0 Gbps, which is the fastest of the listed answers. 6.0 Gbps eSATA is unquestionably on the horizon. USB 2.0 is limited to 480 Mbps. IEEE 1394a is limited to 400 Mbps. 1000BASE-T is a networking connection that offers 1000 Mbps. However, if you had USB 3.0, your data rate would be 5.0 Gbps, and that would be the winner. And although typical IEEE 1394b devices run at 800 Mbps, the full specification calls for a maximum of 3.2 Gbps, slightly edging out eSATA. But that is only if you can find an IEEE 1394 device that complies with that speed. Plus, as I mentioned, technologies are always coming out with newer versions that are faster and faster.

CAT: Mobile Devices *Which OS is considered to be close-source?* a. Android OS b. iOS c. Bluetooth d. Linux

b. *iOS* The Apple iOS is a closed-source vendor-specific operating system. Android is a type of Linux, which are both open-source. Bluetooth is a wireless standard, not an OS.

CAT: Mobile Devices *What are two common operating systems used by mobile devices? (Select two best answers.)* a. Blueberry OS b. iOS c. Android OS d. Google OS

b. *iOS* c. *Android OS* Two common OSes used by mobile devices are iOS, used by Apple devices, and Android OS, used by many different companies. Blackberry OS is the OS used on Blackberry devices. Android is effectively controlled by Google. There is a Google Chrome OS designed to work with web applications, which is also open source.

CAT: Mobile Devices *What would a user need to synchronize contacts from an iPad to a PC?* a. Android Synchronization Application b. iTunes c. Google Play d. Active Sync

b. *iTunes* PC users need iTunes to synchronize contacts and other data from an iPad to PC. There are many Android sync programs, but they do not work on Apple devices. Google Play is a place to get applications and other items. Active Sync is the older Microsoft sync program used to synchronize Windows CE and Mobile to PCs.

CAT: Installing and Upgrading Windows *You want to create an image of a Windows 7 installation. What program would you use?* a. dism.exe b. imagex.exe c. oscdimg.exe d. copype.cmd

b. *imagex.exe* You can create an image of a Windows 7 machine with imagex.exe, which comes with the Windows AIK.

CAT: Networking *Which utility allows you to see the IP address information on a Windows 7 computer?* a. winipcfg.exe b. ipconfig.exe c. tracert.exe d. arp.exe

b. *ipconfig.exe* ipconfig.exe is the utility run on Windows products to view TCP/IP configuration. winipcfg.exe is the utility on Windows 95 and Windows 98.

CAT: Troubleshooting and Maintaining Windows *Which of the following files is not required on a Windows XP boot disk?* a. ntldr b. ntbtlog.txt c. ntdetect.com d. boot.ini

b. *ntbtlog.txt* The only files that are required on a Windows XP boot disk are ntldr, ntdetect.com, and boot.ini.

CAT: Using and Managing Windows *What tools would you use to monitor disk I/O? (Choose all that apply.)* a. replmon b. perfmon c. defrag d. taskman

b. *perfmon* d. *taskman* Both Task Manager and Performance Monitor can be used to monitor disk input and output. Performance Monitor has more detailed results, while Task Manager provides only a few basic counters.

CAT: Networking *What command often enables you to diagnose TCP/IP errors such as connection problems?* a. FTP b. ping c. netstat d. ICS

b. *ping* You can often use the ping command to diagnose TCP/IP problems.

CAT: Using and Managing Windows *Joey wants to change the name of a file from start.bat to hammer.bat. Which of the following commands would accomplish this feat?* a. ren hammer.bat start.bat b. ren start.bat hammer.bat c. rename /s start.bat hammer.bat d. rename /s hammer.bat start.bat

b. *ren start.bat hammer.bat* The ren command with the proper syntax—ren start.bat hammer.bat—will rename the file.

CAT: Installing and Upgrading Windows *Which log file contains information about Windows 7/Vista setup errors?* a. setupact.log b. setuperr.log c. unattend.xml d. setuplog.txt

b. *setuperr.log* Setuperr.log contains information about setup errors during the installation of Windows 7/Vista. Start with this log file when troubleshooting. A file size of 0 bytes indicates no errors during installation. Setupact.log contains the events that occurred during the installation. Unattend.xml is the answer file used by Windows 7/Vista during unattended installations. Setuplog.txt records events that occurred during the text portion installation of Windows XP. Windows 7/Vista does not have a text portion during installation.

CAT: Troubleshooting and Maintaining Windows *What command should you run to check and fix corrupt system files, DLLs, and other critical files?* a. cmdcons /fixboot b. sfc /scannow c. chkdsk /r d. defrag -a

b. *sfc /scannow* Run the sfc /scannow command to check and fix corrupt system files, DLLs, and other critical files.

CAT: Using and Managing Windows *What is the name of the command-line version of the Task Manager?* a. taskman b. tasklist c. taskkill d. tasks

b. *tasklist* The tasklist command opens the command-line version of the Task Manager.

CAT: Networking *Which utility allows you to see the path that information may take when communicating with a remote system?* a. ipconfig.exe b. tracert.exe c. winipcfg.exe d. arp.exe

b. *tracert.exe* tracert.exe is the utility used to see the number of networks between you and the remote host. ipconfig.exe and winipcfg.exe display the TCP/IP configuration.

*What type of connector or the back of your computer accepts a parallel cable?* a. DIN-8 female b. DB-25 female c. DB-9 female d. DB-25 male

b.* DB-25 female* On the back of your computer, the parallel port has a DB-25 female connector.

CAT: Motherboards and Processors *Your co-worker Patrick has a Core i5 3.1 GHz CPU. Pat wants you to tell him what the bus speed is and what the maximum multiplier is. What do you tell him?* a. 3.1 GHz and 31 b. 3.1 GHz and 100 c. 100 and 31 d. 200 and 31

c. *100 and 31* The default bus speed (without overclocking) for a Core i5 3.1 GHz CPU is 100 MHz. The maximum multiplier is 31 times that, or 3.1 GHz. But that is only if the processor requires it. Often, a CPU such as this will hover at around 1600 MHz (1.6 GHz), for a multiplier of 16. The multiplier is variable and will only increase if the system runs more applications and requires more CPU power. Of course, many Intel CPUs also have TurboBoost technology, which allows the CPU to be raised by 10% beyond the maximum; in this case it would be up to 3.4 GHz when needed. This is a basic and fairly safe type of overclocking. Many motherboards also let you increase the system bus speed. Some boards will stop you at say 105 MHz; others let you overclock the system bus to as high as 300 MHz (not recommended). Treat overclocking with extreme caution—the increased voltage and ensuing heat can easily cause the CPU to overheat and cause damage to the CPU and other devices in the system, as well as possibly corrupt data stored on the hard drive.

CAT: Using and Managing Windows *What is the minimum RAM requirement for Windows 7 32-bit version?* a. 256MB b. 512MB c. 1024MB d. 2048MB

c. *1024MB* 1024MB (1GB) of RAM is the minimum needed for the 32-bit version of Windows 7. However, 2048MB (2GB) is the minimum needed for the 64bit version of Windows 7.

CAT: Motherboards and Processors *Which socket replaces the Intel 1156 socket?* a. 775 b. 940 c. 1155 d. 1366

c. *1155* The LGA 1155 socket is the replacement for the LGA 1156 socket. Even though it is one number less, it is the newer socket type. It is commonly used with Core i3, i5, and i7 CPUs. LGA 775 is used by Intel Core 2 Duo and similar CPUs. The 940 is an AMD socket, used with Opteron and Athlon 64 FX CPUs. The LGA 1366 is used with Intel Core i7 CPUs exclusively.

CAT: Power Supplies and System Cooling *What is the four-pin square power connector on the motherboard used for?* a. Extra power to PCIe slots b. 5-volts power for fans c. 12-volt power for processors d. 12-volt power for fans

c. *12-volt power for processors* This connector is the ATX12V connector, which provides 12V power dedicated to the processor (a voltage regulator on the motherboard reduces 12V to the actual power required by the processor).

*How many devices are supported in a USB chain?* a. 10 b. 27 c. 127 d. 255 exam-u.com

c. *127* A computer can support up to 127 USB devices in a USB chain. exam-u.com

CAT: Installing and Upgrading Windows *What is the RAM limitation of Windows Vista?* a. 32 GB b. 64 GB c. 128 GB d. 192 GB

c. *128 GB* 128 GB is the limit of RAM that Windows Vista can access. This is a software limitation, not a hardware limitation. Even though 64-bit CPUs can address a realistic maximum of 256 terabytes (TB), software is always far more limited. There are some versions of Windows 7 that can access a maximum of 192 GB of RAM.

CAT: Motherboards and Processors *How much L1 cache does a Core i5 CPU with four cores contain in total?* a. 32 KB b. 64 KB c. 128 KB d. 256 KB

c. *128 KB* 128 KB total. Every core of a Core i5 CPU contains 32 KB of L1 cache. There are two core Core i5 CPUs; they have a total of 64 KB of L1 cache. And like in the question, there are four core Core i5 CPUs, with 128 KB total L1 cache.

CAT: Networking *Which of these IP addresses can be routed across the Internet?* a. 127.0.0.1 b. 192.168.1.1 c. 129.52.50.13 d. 10.52.50.13

c. *129.52.50.13* The only public address (needed to get onto the Internet) is 129.52.50.13. All the others are private IPs, meant to be behind a firewall. 127.0.0.1 is the local loopback IP address. 192.168.1.1 is a common Class C private IP address used by SOHO networking devices. 10.52.50.13 is a Class A private address.

CAT: Mobile Devices *A user with an Android phone is attempting to get e-mail to work properly. The user can send e-mail but cannot receive it. The user is required to connect to an IMAP server, as well as an SMTP server that uses SSL. Which port is configured incorrectly?* a. 25 b. 110 c. 143 d. 443

c. *143* What should have been port 143 was probably configured incorrectly if the person can send but not receive e-mail. The Internet Message Access Protocol (IMAP) receives e-mail and uses port 143. The Simple Mail Transfer Protocol (SMTP) uses port 25 by default to send mail but will use port 443 if SSL or TLS security is implemented. Port 110 is the POP3 e-mail port. POP3 also is used to receive e-mail, but not in this question's scenario. By the way, another port that is used for SMTP is 587. This is done to avoid being blocked by ISPs and to reduce spam. Mobile devices such as Android phones can be a little more difficult to configure e-mail on, as compared to PCs. Be sure to work with mobile devices and go through the steps of setting up e-mail on both Android and iOS.

CAT: Installing and Upgrading Windows *How much free disk space is required to install Windows 7? (Select the two best answers.)* a. 8 GB b. 10 GB c. 16 GB d. 20 GB

c. *16 GB* d. *20 GB* Windows 7 32-bit installations require a minimum of 16 GB free space. 64-bit installations require 20 GB free space. It could get a little confusing, but try to remember: Windows 7 32-bit installs require 16 GB free space, but Windows Vista installs require 15 GB free space.

CAT: Video Displays and Video Cards *What is WSXGA+ resolution?* a. 1024 × 768 b. 1280 × 1024 c. 1680 × 1050 d. 1920 × 1080

c. *1680 × 1050* WSXGA+ resolution is 1680 × 1050.

CAT: Networking *Which of the following IP addresses would a technician see if a computer is connected to a multifunction network device and is attempting to obtain an IP address automatically but is not receiving an IP address from the DHCP server?* a. 172.16.10.10 b. 192.168.0.10 c. 169.254.10.10 d. 192.168.10.10

c. *169.254.10.10* If the computer fails to obtain an IP address from a DHCP server, Windows will take over and apply an Automatic Private IP Address (APIPA). This address will be on the 169.254.0.0 network. All of the other addresses could possibly be obtained from a DHCP server. 172.16.10.10 is a Class B private IP. 192.168.0.10 and 192.168.10.10 are Class C private IP addresses.

CAT: Installing and Upgrading Windows *After installing Windows XP, what will you need to do to prove you have a valid copy of XP?* a. Register it. b. Restart it. c. Activate it. d. Shut it down.

c. *Activate it.* The first time you log on after installing Windows, it prompts you for product activation. Each copy of Windows is validated through activation with Microsoft.

CAT: Networking *Which of the following is a valid IPv4 address for a network host?* a. 127.0.0.1 b. 169.254.0.0/16 c. 172.17.58.254 d. 255.10.15.7

c. *172.17.58.254* Of the answers listed, 172.17.58.254 is the only valid IPv4 address for a network host. A host on the network is any computer or network device that uses an IP address to communicate with other computers or devices (hosts). 172.17.58.254 is a Class B private IP address so it fits the description of a valid IPv4 address for a network host. 127.0.0.1 is the local loopback address. Every computer using TCP/IP gets this address; it is used for testing. It cannot be used to communicate with other hosts on the network. 169.254.0.0/16 means an IP address of 169.254.0.0 with a default subnet mask of 255.255.0.0, indicating the network number is 169.254. It is not a valid host IP address because it ends in 0.0. The first IP address of a network is always reserved for the network number; it can not be used by a host. Otherwise, if the address was, say, 169.254.0.1, the address would work, but because it is an APIPA address, it would be able to communicate only with other systems using APIPA addresses. 255.10.15.7 is not valid. That address is within the Class E reserved range. Normal host IP addresses' first octet will either be between 1 and 126, or 128 and 223, but not between 224 and 255.

CAT: Networking *Of the following, which IP address is private?* a. 11.58.254.169 b. 169.255.10.41 c. 172.31.1.1 d. 192.169.0.1

c. *172.31.1.1* 172.31.1.1 is the only address listed that is private. It is within the Class B range of private addresses: 172.16.1.1-172.31.255.255. 11.58.254.169 is not private because it is on the Class A 11 network. The Class A private range is within the 10.0.0.0 network. 169.255.10.41 is not private either. Microsoft's APIPA, however, uses the 169.254.0.0 network which is private. 192.169.0.1 is public because of the second octet: 169. The Class C private range is 192.168.0.0-192.168.255.255.

*How many 72-pins SIMMs make up a memory bank on Pentium system?* a. 3 b. 1 c. 2 d. 4

c. *2* 72-pin SIMMs are 32-bit modules Because Pentium processors have a 64-bit data path, you need two, 72-pin SIMMs to fill the data path.

CAT: Technician Essentials and PC Anatomy 101 *Which of the following is considered high-voltage equipment? (Select all that apply.)* 1. Printers 2. CRTs 3. Power supply units 4. Hard drives a. 1, 3 b. 1, 4 c. 2, 3 d. 2, 4 exam-u.com

c. *2, 3* Examples of high-voltage equipment are CRTs and PSUs. exam-u.com

*What sockets do Pentium 4 processors fit into? (Choose two.)* 1. Socket370 2. Socket423 3. Socket478 4. Socket920 a. 1, 3 b. 1, 4 c. 2, 3 d. 2, 4

c. *2, 3* Pentium 4 processors have either 423 or 478 pins, so they are placed in either Socket 423 or Socket 478.

CAT: Networking *What frequency ranges are used by 802.11 wireless networks? (Select all that apply.)* a. 900 MHz b. 1.5 GHz c. 2.4 GHz d. 5.0 GHz

c. *2.4 GHz* d. *5.0 GHz* 802.11 networks run at either 2.4 GHz for 802.11b/g/n or 5.0 GHz for 802.11a.

CAT: Storage Devices *What is the minimum number of hard drives necessary to implement RAID 5?* a. 2 b. 5 c. 3 d. 4

c. *3* Because RAID 5 uses striping with parity, a third disk is needed. You can have more than three disks as well. Two disks are enough for plain RAID 0 striping and is the exact number you need for RAID 1 mirroring. Four disks are required by RAID 6 and RAID 10.

*How much L1 cache memory does a Pentium II have built in?* a. 8K b. 16K c. 32K d. 64K

c. *32K* The Pentium II chip increased the L1 cache to 32K, which is broken into two 16K channels. One channel is used for application code, and one is used for data. 486 chips originally used 8K, and Pentium chips originally used 16K.

CAT: I/O and Input Ports and Devices *Data transfer speed for the IEEE 1394 standard is* a. 10 Mbps b. 100 Mbps c. 400 Mbps d. 12 Gbps

c. *400 Mbps* FireWire, or IEEE 1394, allows for transfer rates up to 400 Mbps.

CAT: I/O and Input Ports and Devices *What is the maximum cable length for USB 2.0?* a. 1.2 meters b. 1.2 yards c. 5 meters d. 5 feet

c. *5 meters* USB has a maximum cable length of 5 meters.

CAT: Installing and Upgrading Windows *What is the minimum amount of RAM needed to install Windows Vista?* a. 128 MB b. 256 MB c. 512 MB d. 1 GB

c. *512 MB* Windows Vista requires a minimum of 512 MB of RAM for installation. Microsoft recommends 1 GB of RAM.

CAT: Installing and Upgrading Windows *What is the minimum RAM requirement for Windows Vista?* a. 64MB b. 128MB c. 512MB d. 1GB

c. *512MB* The minimum RAM requirement for Windows Vista is 512MB of RAM.

CAT: Networking *Which port is used by the DNS protocol?* a. 21 b. 25 c. 53 d. 80 e. 110 f. 3389

c. *53* The Domain Name System (DNS) uses port 53 by default. Port 21 is used by FTP. Port 25 is used by SMTP. Port 80 is used by HTTP. Port 110 is used by POP3. Port 3389 is used by RDP.

CAT: Networking *Which port number does HTTP use?* a. 21 b. 25 c. 80 d. 110

c. *80* The Hypertext Transfer Protocol (HTTP) uses port 80 (by default). Port 21 is used by the File Transfer Protocol (FTP). Port 25 is used by the Simple Mail Transfer Protocol (SMTP). Port 110 is used by the POP3 e-mail protocol.

CAT: Installing and Upgrading Windows *What is the minimum processor requirement for Windows Vista?* a. 133 MHz b. 233 MHz c. 800 MHz d. 1 GHz

c. *800 MHz* Windows Vista requires a minimum processor frequency of 800 MHz, whereas Windows XP requires 233 MHz, and the unsupported Windows 2000 requires only 133 MHz. 1 GHz is the recommended minimum for Windows Vista but not the bare minimum required.

CAT: Video Displays and Video Cards *If you are installing a new LCD monitor what current standard port will you need for digital signals?* a. LCD monitor b. AGP slot c. A DVI port on the video card d. A VGA video port

c. *A DVI port on the video card* The DVI port is the current standard for digital LCD monitors. The DVI port comes in two forms: DVI-D supports only digital signals and is found on digital LCD displays. DVI-I provides both digital and analog output and supports the use of a VGA/DVI-I adapter for use with analog displays.

*Why is it a good idea to ensure that the slot covers on your computer case are all covered?* a. To maintain good airflow inside your case. b. To help keep dust and smoke out of your case. c. Both A and B are correct reasons. d. Trick question! Leaving a slot uncovered doesn't hurt anything.

c. *Both A and B are correct reasons.* Both A and B are correct reasons. Keeping the slots covered helps keep a good airflow in your case and keeps the dust and smoke away from all those sensitive internal components.

CAT: Networking *While troubleshooting a network problem, you discover that one set of LED lights on a switch is blinking rapidly even when all other nodes are disconnected. Which of the following is most likely the cause? (Select the two best answers.)* a. A switch that is not plugged into a server b. A defective hard drive in the computer c. A defective network card in the computer d. An unplugged server e. A defective port on the network switch

c. *A defective network card in the computer* e. *A defective port on the network switch* If only one computer is connected to the switch, there shouldn't be much activity. Rapidly blinking LED lights might lead you to believe that the computer's network card (NIC) or the port on the switch is faulty. However, it could be that the person is sending a lot of data to himself while you are testing the network, but that would be strange and rare. The server doesn't have anything to do with this, nor does the hard disk.

CAT: Printers *What should you never expose the drum of a laser printer to?* a. Airflow b. Cold temperature c. A strong light source d. Toner dust

c. *A strong light source* Because light is what affects the drum, the drum should remain sealed in the toner cartridge. Keep the cartridge away from magnets, too. If a toner cartridge breaks or forms a crack, recycle it and install a new toner cartridge.

CAT: Networking *You have been asked by your company to upgrade all hubs to switches. How would this upgrade change the existing networks?* a. The network will be slower. b. There is no difference in speeds. c. A switch creates a dedicated full speed connection. d. You do not need to have NIC cards.

c. *A switch creates a dedicated full speed connection.* A switch resembles a hub but creates a dedicated full-speed connection between the two computers communicating with each other. By doing this it upgrades the speed of the existing network.

CAT: Operational Procedures and Communications Methods *What is a thin client?* a. A computer with a 32-bit-wide address bus b. A portable computer c. A system designed to handle only very basic applications with the minimum hardware required by the operating system d. A computer in a narrow, small form-factor case

c. *A system designed to handle only very basic applications with the minimum hardware required by the operating system* Thin clients rely on servers to perform anything beyond the most basic computing tasks.

CAT: Video Displays and Video Cards *In which of the following slots would you place an 8x video card?* a. PCI b. PCIe c. AGP d. AMR

c. *AGP* Any card named with a number followed by an x is most likely an AGP card, (2x, 4x, 8x, 16x). AGP is the Accelerated Graphics Port, usually a brown slot on the motherboard. It is faster than PCI but slower than PCIe (PCI Express) video cards. PCIe cards place the x before the number (for example, x16—pronounced "by 16"). AMR stands for Audio-Modem Riser, a small expansion slot developed by Intel to be used with sound cards and modems.

CAT: Mobile Devices *What is a common CPU for a tablet computer?* a. Core i5 b. Phenom II c. ARM d. FX

c. *ARM* Tablets and other mobile devices will often use Advanced RISC Machine (ARM) CPUs. These are designed for simplicity and low-power usage compared to desktop computer CPUs such as the Intel Core i5 and AMD Phenom II and FX CPUs.

CAT: Networking *Which resolution technique is used to resolve the IP address to a MAC address?* a. DNS b. WINS c. ARP d. ipconfig.exe

c. *ARP* Address Resolution Protocol (ARP) converts the IP address to the network card address (MAC address). DNS and WINS convert different types of names to an IP address.

CAT: I/O and Input Ports and Devices *What is the AT command to hang up the connection?* a. ATDT b. ATA c. ATH d. ATDP

c. *ATH* The AT command used by modems to hang up a connection is ATH — the H stands for hang up.

CAT: Power Supplies and System Cooling *Which of the following uses a 24-pin main motherboard power connector?* a. ATX b. ATX 12V 1.3 c. ATX 12V 2.0 d. ATX 5V 2.0

c. *ATX 12V 2.0* ATX 12V 2.0 (and higher) combined the 20-pin and 4-pin connectors used in ATX 12V 1.3 into one 24-pin connector. ATX is simply the name of the form factor; there are many types of ATX. There is no ATX 5V. Although ATX sends 12-volt and 5-volt signals, it is known as ATX 12v.

*What is the name given to the main type of power supply used in modern computers?* a. AT b. NLX c. ATX d. WPA

c. *ATX* Most current computers get power from an ATX power supply.

CAT: Mobile Devices *Which of the following makes use of the X, Y, and Z axes?* a. Gyroscope b. Lock Rotation c. Accelerometers d. Geotracking

c. *Accelerometers* Accelerometers are combinations of hardware and software that measure velocity on the X axis (left to right), the Y axis (up and down), and the Z axis (back to front). This aids in screen orientation on mobile devices. The gyroscope adds the measurements of pitch, roll, and yaw, which are necessary for today's mobile games and other apps. Lock Rotation is a setting (and a switch) on Apple iPad devices that stops the screen from reorienting as you rotate it. Geotracking is the practice of tracking and recording the location of a mobile device.

CAT: Storage Devices *What does NTFS use to provide security for individual files and folders?* a. Dynamic disks b. ECC c. Access Control List d. MFT

c. *Access Control List* Because NTFS views individual files and folders as objects, it can provide security for those objects through an Access Control List.

CAT: Using and Managing Windows *Which of the following programs in Windows 7 saves problem descriptions and solutions?* a. Dr. Watson b. Problem Reports and Solutions c. Action Center d. Performance Monitor

c. *Action Center* The Action Center in Windows 7 can save problem descriptions and solutions; this is done in the archived messages section. The Action Center could be considered the successor to the Problem Reports and Solutions of Windows Vista, as well as the successor to the older Dr. Watson in Windows XP. Performance Monitor is a program that tracks how much of your device's resources are being utilized—for example, what percentage of the processor is used.

CAT: Using and Managing Windows *Which utility displays important messages about solving issues in Windows 7?* a. Task Manager b. Windows Defender c. Action Center d. Problem Reports and Solutions

c. *Action Center* The Action Center in Windows 7 displays important messages about solving issues and security concerns. This is the successor to the Windows Vista Problem Reports and Solutions utility. The Task Manager gives you some basic real-time performance data about the PC and can be used to stop processes. Windows Defender is Microsoft's free anti-malware tool.

CAT: Installing and Upgrading Windows *After installing a network application on a computer running Windows, the application does not communicate with the server. Which of the following actions should be taken first?* a. Uninstall the service pack b. Reinstall the latest service pack c. Add the port number and name of the service to the Exceptions list of Windows Firewall d. Add the port number to the network firewall

c. *Add the port number and name of the service to the Exceptions list of Windows Firewall* Adding the port number and name of service to the Windows Firewall Exceptions list is the correct answer. But I'm going to pontificate more as I usually do. Uninstalling and reinstalling the SP will not help this particular situation. By default, any Windows OS after and including Windows XP SP2 enables the Windows Firewall automatically and won't allow inbound connections from the server to the network application. Therefore, you need to make an "exception." You can access this in Windows XP by going to Local Area Connection Properties > Advanced tab. In Windows 7/Vista, use the Windows Firewall with Advanced Security: Start > All Programs > Administrative Tools. If you decide to add a port, you need to know the port number of the application. For example, RealVNC is normally port 5900 for incoming connections.

CAT: Installing and Upgrading Windows *Where would you go to install additional operating system components after the installation is complete?* a. Add/Remove Hardware b. System icon c. Add/Remove Programs d. You can't install additional operating system components after the OS is installed.

c. *Add/Remove Programs* To install additional Windows components, go to Add/Remove Programs in the Control Panel.

CAT: Installing and Upgrading Windows *Which user account permissions are needed to install device drivers on Windows Vista?* a. User b. Guest c. Administrator d. Power user

c. *Administrator* The administrator is the only account level that can install device drivers. Standard user, and especially guest, accounts cannot install drivers or programs. The Power User group is an older group from the Windows XP days that was carried over to Windows 7/Vista, but it has no real power in those operating systems.

CAT: Using and Managing Windows *Which users on a Windows XP or Vista computer have the right to load device drivers?* a. Guests b. All Users c. Administrators d. Power Users

c. *Administrators* Only members of the Administrators group have been granted the right to load and unload device drivers, by default.

CAT: Troubleshooting and Maintaining Windows *What would you need to access to boot the computer into Safe Mode?* a. WinRE b. Recovery Console c. Advanced Boot Options d. System Restore

c. *Advanced Boot Options* The Advanced Boot Options menu has many options, including Safe Mode. This menu can be accessed by pressing F8 when the computer first boots up. Know those ABOM options!

CAT: Networking *Which of the following best describes full duplex communication?* a. Allows information to be both sent and received, but not at the same time b. Allows information only to be sent c. Allows information to be sent and received at the same time d. Allows information to be sent, but only after dependent information is received

c. *Allows information to be sent and received at the same time* Full-duplex devices can send and receive information at the same time.

CAT: Troubleshooting and Maintaining Windows *You are happily working in Windows when you stumble across a dialog box with some unfamiliar terms. What can you do to quickly provide more information?* a. Use the Microsoft Support website b. Alternate-click and select "More Information" c. Alternate-click and select "What's This?" d. Press F1 and search for the term

c. *Alternate-click and select "What's This?"* Try alternate-clicking and selecting "What's This?" Alternate-click means you are using the secondary mouse button; for right-handed folk this would be a right-click. You could also use the Microsoft Support website or press F1 to search for information within Windows, but they would both take longer. There is no "More Information" option when you alternate-click.

CAT: Power Supplies and System Cooling *Which kind of current does a typical desktop PC draw from a wall outlet?* a. Direct current b. Neutral current c. Alternating current d. Draw current

c. *Alternating current* Alternating current (AC) is the standard in the United States; your computer should be connected to a 120V AC outlet. Other countries might use 230V AC connections. Direct current (DC) works inside the computer. The power supply converts between the two! In this respect, the power supply is an inverter. Neutral current and draw current are not terms you will see on the CompTIA exams.

CAT: Technician Essentials and PC Anatomy 101 *Which of the following is not an acceptable cleaner for computer components?* a. Alcohol and cotton swabs b. Dry, lint-free cloth c. Ammonia-based cleaner d. Cloth moistened with water

c. *Ammonia-based cleaner* Ammonia- and benzene-based cleaners are too strong for most computer components. Although alcohol is not used as often as dry or water-moistened cloths, it is still acceptable for many computer-related components.

CAT: Power Supplies and System Cooling *Which of the following is defined as the movement of electric charge?* a. Voltage b. Wattage c. Amperage d. Impedance

c. *Amperage* Amperage can be defined as electric current or the movement of electric charge. It is measured in amps (A). You should know your circuits in your office. The more you know, the less chance of overloading them. For example, a standard 15-amp circuit might be able to handle three or four computers and monitors. But a 20-amp circuit can handle a computer or two more. Circuit breakers, electrical cable, and outlets all must comply with a certain amount of amps. If you connect a power strip or surge protector, make sure that it is specified to work with your circuit's amp rating. Voltage is a representation of potential energy, measured in volts (V). Wattage is electric power, the rate of electric energy in a circuit, measured in watts (W). Impedance is the amount of resistance to electricity, measured in ohms (Ω).

CAT: Printers *Which of the following indicates that a printer is network-ready?* a. An RJ11 jack b. A USB connector c. An RJ45 jack d. An SCSI connector

c. *An RJ45 jack* The RJ45 jack enables a connection to a twisted-pair (most likely Ethernet) network. Printers with a built-in RJ45 connector are network ready. RJ11 ports are used by modems and dial-up Internet connections. If a printer has this, then it is a multifunction printer acting as a fax machine. USB is the standard port for a printer. This allows it to connect to a PC or to a print server. SCSI connectors are not often found on today's printers; regardless, they would indicate a local connection, not a network connection.

CAT: Storage Devices *Which of the following correctly identifies the four possible entries in a file allocation table?* a. Filename, date, time, size b. Number of the starting cluster, number of the ending cluster, number of used clusters, number of available clusters c. An end-of-file marker, a bad-sector marker, code indicating the cluster is available, the number of the cluster where the next part of the file is stored d. Filename, folder location, starting cluster number, ending cluster number

c. *An end-of-file marker, a bad-sector marker, code indicating the cluster is available, the number of the cluster where the next part of the file is stored* The four possible entries in a file allocation table are an end-of-file marker, a bad-sector marker, code indicating the cluster is available, and the number of the cluster where the next part of the file is stored.

CAT: Mobile Devices *A customer is frantic because a mobile device's operating system has crashed. The customer keeps referring to Gingerbread in excited tones but isn't making much sense. Which OS is the customer referring to?* a. Microsoft Windows CE b. Apple iOS version 5 c. Android version 2 d. Blackberry OS

c. *Android version 2* Gingerbread is the name of Android version 2. Version 3 is Honeycomb, and version 4 is Ice Cream Sandwich (ICS). Windows CE, Apple iOS, and Blackberry OS don't use such descriptive names.

*Which tool helps you avoid accidental static discharge by keeping you at the same electrical potential as computer on which you're working?* a. Anti-static spray b. Anti-static bag c. Anti-static wrist strap d. Phillips-head screwdriver

c. *Anti-static wrist strap* An anti-static wrist strap keeps you at the same electrical potential as the computer.

CAT: Operational Procedures and Communications Methods *What tool should you use to protect a computer from electrostatic discharge (ESD) while you are working inside it?* a. Multimeter b. Crimper c. Antistatic wrist strap d. PSU tester

c. *Antistatic wrist strap* Use an antistatic wrist strap when working inside a computer to protect against electrostatic discharge (ESD). Other ways to prevent ESD include using an antistatic mat, touching the chassis of the case, and using antistatic bags.

*You are having trouble installing a new operating system on your computer because the installation fails with each attempt. Which of the following CMOS settings would you disable to help the system make it through the installation?* a. Network adapter b. Bootable CD-ROM c. Antivirus d. Bootable network adapter

c. *Antivirus* Viruses commonly attack the MBR of the hard drive, so virus software constantly watches out for applications that try to make a change to this area of the disk. Some Systems today have guilt-in virus detection, and because installation of a new operating system causes a change to the MBR, there may be incompatibilities between the OS installation and the virus protection built into the system. Disabling this virus protection in the CMOS will allow the installation to finish.

CAT: Installing and Upgrading Windows *Which of the following is a feature of Windows 7 but not Windows Vista?* a. UAC b. Aero c. Application dock d. Sidebar

c. *Application dock* The application dock in Windows 7 is not available in Vista. The application dock is an enhanced version of the taskbar. With this, you can hover over applications that are running in the taskbar and view their current statuses (for example, if you have a video running in IE or are downloading something). You can also click and drag applications to and from the dock and close apps if you wish. Docking applications is fairly standard practice nowadays, and several other operating system manufacturers have similar functionality. User Account Control (UAC) and Aero have been available since Windows Vista. The sidebar is available only in Vista; it houses gadgets. However, you can still use gadgets in Windows 7—no sidebar is necessary.

CAT: Troubleshooting and Maintaining Windows *Which of the following log files would reference third-party software error messages?* a. Security log b. System log c. Application log d. Setuperr.log

c. *Application log* The application log in the Event Viewer will display errors concerning Windows applications as well as third-party applications. The security log shows auditing events. The system log shows events concerning system files, drivers, and operating system functionality. Setuperr.log is a log file that is created during the installation of Windows. If it is created, it is stored in %windir%\Panther and is not within the Event Viewer.

CAT: Troubleshooting and Maintaining Windows *A new program is crashing and causing the computer to lock up. What is the best location to check for further information about the cause of the crash?* a. System log b. Security log c. Application log d. Setup log

c. *Application log* The application log is the location for all events concerning Windows applications and third-party programs. The system log contains information about drivers, system files, and stop errors, but not application crashes. The security log contains information regarding auditing events. The setup log stores information of events that occurred during the installation of Windows.

CAT: Operational Procedures and Communications Methods *You need to move a computer desk so that you can run some network cabling behind it. What should you do first?* a. Move the desk quickly so that no one notices. b. Take confidential documents and place them in the drawer. c. Ask a co-worker to help you. d. Contact the local municipality to see if you are allowed to run network cable.

c. *Ask a co-worker to help you.* Always ask for help when moving large heavy items. Or call the facilities department or building management for assistance. Moving the desk by yourself (even if you do it quickly) makes injury possible. If you see confidential items you should ask the owner to move them. Check with your local municipality about wiring codes and exemptions before you start any work.

CAT: Mobile Devices *Which technology would you use if you wanted to connect a headset to your mobile phone?* a. GSM b. Wi-Fi c. Bluetooth d. Exchange

c. *Bluetooth* The Bluetooth standard is used to connect a headset and other similar devices over short range to a mobile device. GSM is used to make voice calls over cellular networks. Wi-Fi is used to connect mobile devices to the Internet. Exchange is a Microsoft email server; some mobile devices have the ability to connect to email accounts stored on an Exchange server.

CAT: Security *What type of virus can prevent the system from booting?* a. File virus b. Macro virus c. Boot sector virus d. Trojans

c. *Boot sector virus* A boot sector virus prevents a system from booting because it corrupts the boot sector.

CAT: Video Displays and Video Cards *Which video standard supports 16 million colors at 640 x 480 resolution?* a. EGA b. VGA c. SVGA d. CGA

c. *SVGA* SVGA is the video standard used today, and it supports 16 million colors.

CAT: Operational Procedures and Communications Methods *A customer is having a hard time describing a computer problem. You are not sure what the problem is or where it is occurring. What should you do?* a. Offer various different repair options b. Use computer jargon to help relax the customer c. Ask the customer to slowly repeat what the problem is d. Tell the customer that you have to leave and that the problem will be fixed soon

c. *Ask the customer to slowly repeat what the problem is* If the customer is having a hard time describing the problem, leaving you at a loss as to what to fix, ask the person to slowly repeat what the problem is. Try to relax him and be understanding, and especially patient. The more patient you appear, the more chance the customer will paint you a good picture of what the problem is. You should not offer any repair options until you know exactly what the problem is. Computer jargon never helps the situation; if you start using terms the customer is unfamiliar with, then you risk alienating the customer and making things more difficult. Never abruptly leave the customer. Persevere, find out what the problem is, and repair it as soon as possible.

*You are at customer's workstation to install several software and hardware updates, a process that will take you awhile and require several reboots of the computer. What should you do about the password to the user's account?* a. Require the customer to sit with you throughout the process so she can type in her password each time. b. Ask the user to write down her password for you to use. c. Ask the user to change her password temporarily for you to use. d. Call your supervisor.

c. *Ask the user to change her password temporarily for you to use.* In the circumstance, asking for a temporary password is the right answer. Make sure the user changes her password back before you leave the site.

CAT: Operational Procedures and Communications Methods *You are on a service call and receive an urgent phone call. What action should you take?* a. Leave the site and take the call. b. Talk with the person while working. c. Ask to be excused, and after determining the urgency of the call, go back to work. d. Ask to be excused, and after determining that it is not a truly urgent call, get right back to work while talking on the phone.

c. *Ask to be excused, and after determining the urgency of the call, go back to work.* Everyone has urgent calls sometimes. But, are they actually urgent? Determine this, and then get back to work as quickly as possible. Don't text, e-mail, or use the phone while at the job site.

CAT: Operational Procedures and Communications Methods *A client is having problems with his computer. He is under a tremendous amount of stress and is very hostile. What should you do to prevent a confrontation with him?* a. Tell the client to leave the area while you work. b. Tell him you don't have to listen to him talk like that and leave. c. Avoid having a defensive attitude. d. Call your supervisor and have her speak with the customer.

c. *Avoid having a defensive attitude.* No matter how tough the problem (or the customer), avoid arguing with customers—and drop the defensive attitude, too. Your job is to solve the customer's problem. To do that, you need to work with the customer.

CAT: Using and Managing Windows *Which of the following statements about booting in Windows 7 is true?* a. BIOS does not use bootmgr. b. UEFI looks for the MBR, which finds the boot code that launches bootmgr. c. BIOS looks for the MBR, which finds the boot code that launches bootmgr. d. UEFI does not use bootmgr.

c. *BIOS looks for the MBR, which finds the boot code that launches bootmgr.* When booting Windows 7, the BIOS looks for the MBR, which finds the boot code to launch the OS.

CAT: Technician Essentials and PC Anatomy 101 *Once you have assessed the problem with the user's machine, it is important to do what before making changes?* a. Attach your grounding strap. b. Nothing; start fixing the problem immediately. c. Back up critical files. d. Get a signed release from the user

c. *Back up critical files.* You should never lose data if you have an opportunity to back it up.

CAT: Laptop and Notebook Computers *Michelle's laptop powers on only when the AC adapter is connected to it. What is wrong with the laptop?* a. Bad transformer b. Bad AC port on the laptop c. Bad battery d. Bad CMOS battery

c. *Bad battery* If the laptop gets power when plugged in but won't work when disconnected from AC power, the battery must be dead or defective. A bad transformer means that the AC adapter would need to be replaced. That and a bad AC port would cause the laptop to fail when plugged into the AC adapter, but it should work fine on battery power (until the battery fully discharges, that is). A bad CMOS battery will cause the time, date, and passwords to be reset in the BIOS.

CAT: I/O and Input Ports and Devices *You need to install a device that can read groupings of parallel lines. Which device should you select?* a. Biometric scanner b. Image scanner c. Barcode reader d. Touchpad

c. *Barcode reader* You should select a barcode reader. This will read barcodes such as UPC barcodes that have groupings of parallel lines of varying widths. A biometric scanner authenticates individuals by scanning physical characteristics such as fingerprints. There are many types of image scanners; multifunction printers have these and allow you to scan in photos or make copies of documents. The touchpad is a device that takes the place of a mouse. It is often used in laptops but can be purchased as an external peripheral for PCs as well.

*Why would you use STP over UTP cabling?* a. Cheaper b. Easier to install c. Better to avoid interference d. They're interchangeable terms

c. *Better to avoid interference* Shielded twisted pair cabling handles interference from other electronics much better than unshielded twisted pair.

CAT: Customized PCs and Multimedia Devices *What refers to the number of characteristics of a particular sound captured when sampling?* a. Sample rate b. Kilohertz c. Bit depth d. Quality rating

c. *Bit depth* The bit depth refers to the number of characteristics of a particular sound captured when sampling.

CAT: Security *You are using a computer with Windows 7 Enterprise installed. You need to encrypt the entire disk for security purposes. What technology will allow you to do this?* a. IPsec b. EFS c. BitLocker d. L2TP

c. *BitLocker* Windows 7 Enterprise includes the option to use BitLocker Drive Encryption, which can encrypt an entire hard disk drive without a user's knowledge.

CAT: Printers *What is the best solution for making a direct wireless connection between a laptop and a printer?* a. FireWire b. IEEE 1284 c. Bluetooth d. IEEE 1394

c. *Bluetooth* Bluetooth works best for a direct wireless connection; in fact, it is the only wireless connection listed. FireWire and IEEE 1394 are effectively the same (IEEE 1394 is the equivalent PC standard), and IEEE 1284 is the standard for wired parallel port printing.

CAT: Laptop and Notebook Computers *A customer brings in a laptop with a non-functioning LCD screen that always remains black; however, when you connect the laptop to an external monitor, the laptop boots to Windows normally. Which of the following actions should you take first?* a. Replace the inverter b. Replace the LCD panel with a compatible model c. Check the functionality of the LCD cutoff switch d. Install a different video card

c. *Check the functionality of the LCD cutoff switch* Check the functionality of the LCD cutoff switch first before opening the laptop and replacing parts. The LCD cutoff switch turns off the monitor when the laptop is closed; these are prone to failure. Although the LCD panel and inverter could possibly fail, it is less common, and because they require a lot of time and effort to replace, they should be checked afterwards. Generally, a laptop's video card is the least common component to fail, although it can be replaced on some laptops.

CAT: Operational Procedures and Communications Methods *What's a good guide to use when deciding on hardware for a basic thick client?* a. Buy whatever is on sale. b. Always start with the most expensive hardware. c. Check the recommended requirements for the OS you want to use. d. Check the MSDS for the OS you want to use.

c. *Check the recommended requirements for the OS you want to use.* Knowing what hardware your OS requires is a good starting point for determining how powerful a PC you need to build.

CAT: Using and Managing Windows *Which of the following switches skips the process that compares directory entries to the file record segments corresponding to those entries, when running the Chkdsk command?* a. Chkdsk /V b. Chkdsk /F c. Chkdsk /I d. Chkdsk /R

c. *Chkdsk /I* Chkdsk /I performs a less vigorous check of index entries. It can be used only on NTFS partitions. /V (short for verbose) displays the full path and name of every file on the disk. /F fixes errors on the disk. /R locates bad sectors and recovers readable information.

CAT: Operational Procedures and Communications Methods *Active communication includes which of the following?* a. Filtering out unnecessary information b. Declaring that the customer doesn't know what he or she is doing c. Clarifying the customer's statements d. Mouthing off

c. *Clarifying the customer's statements* One example of active communication is clarifying a customer's statements. For instance, if you are unsure exactly what the customer wants, always clarify the information or repeat it back to the customer so that everyone is on the same page. Never declare that the customer doesn't know what he is doing. This is a surefire way to lose the customer and possibly your job. It should go without saying, mouthing off could be the worst thing you could do. Save that for the drive home on the freeway—I'm just kidding! Be professional at all times when working with customers.

CAT: Installing and Upgrading Windows *Windows service packs are ___________.* a. A new version of the operating system b. Resource Kit utilities c. Compilations of software updates and patches d. Driver updates

c. *Compilations of software updates and patches* Microsoft releases many patches for its operating systems and normally bundles these bug fixes and security patches together as service packs. New versions of operating systems are just that: Windows Vista, Windows 7, and Windows 8 are different "versions". And they cost money. Service packs are updates, which are free. Windows Resource Kits are usually a combination of a book and disc that offer advanced technical guidance for the operating system. Service packs might include driver updates, but that is only a small portion of what they do.

CAT: Networking *Which of the following services is responsible for keeping track of the computers on the network that are sharing resources?* a. DNS b. WINS c. Computer Browser d. DHCP

c. *Computer Browser* The Computer Browser service maintains a browse list, which is a list of computers with File and Printer Sharing enabled.

CAT: Storage Devices *You have used a bus-powered USB drive to make a backup copy of files you need to restore to a different system. When you plug the drive into a USB hub, it cannot be recognized. Which of the following is your best solution?* a. Attach an AC adapter to the hub. b. Attach an AC adapter to the drive. c. Connect the drive directly to one of the USB ports on the computer. d. Use a longer USB cable between the drive and the hub.

c. *Connect the drive directly to one of the USB ports on the computer.* A USB root hub (USB port on the computer) has the best chance of success. A USB hub that is bus powered usually doesn't have an AC adapter. In some cases, a shorter USB cable can transmit enough power from a USB root hub or self-powered hub to enable a bus-powered drive to work.

CAT: Operational Procedures and Communications Methods *You spill an unknown chemical on your hands. What should you do?* a. Call 911. b. Call the building supervisor. c. Consult the MSDS for the chemical. d. Ignore it.

c. *Consult the MSDS for the chemical.* If it is not life-threatening, consult the material safety data sheet (MSDS) to determine the proper first aid (if any). If it is an emergency, call 911. If you cannot get access to the MSDS, contact the facilities department of your organization or try your building supervisor. Never ignore an unknown chemical. Take action before it becomes a problem.

CAT: Operational Procedures and Communications Methods *What should be done with a lithium-ion battery that won't hold a charge any longer?* a. Throw it in the trash. b. Return it to the battery manufacturer. c. Contact the local municipality and inquire as to their disposal methods. d. Open the battery and remove the deposits.

c. *Contact the local municipality and inquire as to their disposal methods.* Every municipality has its own way of recycling batteries. But you should definitely recycle them and not throw them in the trash. Manufacturers probably won't be interested in batteries that won't charge any longer. It is more likely that you will recycle them. Be safe—never open a battery!

CAT: Storage Devices *Clinton needs a more secure partition on his hard drive. Currently, the only partition on the drive (C:) is formatted as FAT32. He cannot lose the data on the drive but must have a higher level of security, so he is asking you to change the drive to NTFS. What is the proper syntax for this procedure?* a. Change C: /FS:NTFS b. Change C: NTFS /FS c. Convert C: /FS:NTFS d. Convert C: NTFS /FS

c. *Convert C: /FS:NTFS* The convert command turns a FAT32 drive into a NTFS drive without data loss, allowing for a higher level of data security. The proper syntax is convert volume /FS:NTFS.

CAT: Using and Managing Windows *Which of the following types of multitasking are supported by Windows XP? Choose all that apply.* a. Share-based multitasking b. Equality multitasking c. Cooperative multitasking d. Preemptive multitasking

c. *Cooperative multitasking* d. *Preemptive multitasking* Windows XP supports cooperative and preemptive multitasking.

CAT: RAM *Which type of RAM has a peak transfer of 12,800 MB/s?* a. DDR3-800 b. DDR2-1600 c. DDR3-1600 d. DDR2-800

c. *DDR3-1600* DDR3-1600 has a peak transfer rate of 12,800 MB/s. It runs at an I/O bus clock speed of 800 MHz and can send 1600 megatransfers per second (MT/s). It is also known as PC3-12800. To figure out the data transfer rate of DDR3 from the name "DDR3-1600", simply multiply the 1600 by 8 (bytes) and solve for megabytes: 12,800 MB/s. To figure out the data transfer rate of DDR3 by the consumer name "PC3-12800", just look at the number within the name and add "MB/s" to the end. To figure out the data transfer rate when given only the I/O bus clock speed (for example, 800 MHz), multiply the clock speed by 2 and then multiply that number by 8 and solve for megabytes: 800 MHz×2×8 = 12,800 MB/s. DDR3-800 has a peak transfer rate of 6,400 MB/s; it is also known as PC3-6400. There is no DDR2-1600. The fastest DDR2 standard is DDR2-1066, which has a peak transfer rate of 8,533 MB/s. DDR2-800 (like DDR3-800) has a peak transfer rate of 6,400 MB/s. It is commonly sold as PC2-6400.

CAT: Networking *Which of the following translates a computer name into an IP address?* a. TCP b. UDP c. DNS d. FTP

c. *DNS* The DNS (Domain Name System) protocol translates a computer name into an IP address. Whenever you type a web server name such as www.davidlprowse.com a DNS server translates that name to its corresponding IP address. The Transmission Control Protocol (TCP) is used to send data from one computer to another utilizing a guaranteed delivery system. User Datagram Protocol (UDP), on the other hand, sends data in a streaming format, without the need for guaranteed delivery. The File Transfer Protocol (FTP) allows you to send files between computers over the Internet.

CAT: Networking *Which protocol uses port 53?* a. FTP b. SMTP c. DNS d. HTTP

c. *DNS* The Domain Name System (DNS) protocol uses port 53 by default. FTP uses port 21. SMTP uses port 25. HTTP uses port 80.

CAT: RAM *You want to upgrade memory in your computer. Which of the following is user-replaceable memory in a PC?* a. CMOS b. BIOS c. DRAM d. SRAM e. ROM

c. *DRAM* Dynamic Random Access Memory (DRAM) is the modules (or sticks) of memory that you can install into a motherboard. SDRAM, DDR, DDR2, and DDR3 are all examples of DRAM. The complementary metal-oxide semiconductor (CMOS) is a chip that is soldered onto the motherboard that works in conjunction with the Basic Input/Output System, another chip soldered on to the motherboard. Static RAM (SRAM) is memory that is nonvolatile (as opposed to DRAM); it is also soldered to the circuit board. Read-Only Memory (ROM) is usually not serviceable. The BIOS resides on a ROM chip, more specifically an electrically erasable programmable ROM (EEP-ROM) chip.

CAT: Video Displays and Video Cards *Which of the following video connectors accepts digital and analog video signals only?* a. DVI-D b. DVI-A c. DVI-I d. HDMI Type B

c. *DVI-I* DVI-I accepts analog and digital video signals. All DVI ports are video only. DVI-D is digital only as you would guess from the D, and DVI-A is analog only. HDMI can accept video and audio signals. HDMI type B is known as double bandwidth; it supports higher resolutions.

*Davos finds that a disgruntled former employee decided to sabotage her computer when she left by putting a password in CMOS that stops the computer form booting. What can Davos do to solve this problem?* a. Davos should boot the computer while holding the left *SHIFT* key. This will clear the CMOS information. b. Davos should try various combinations of the former employee's name. The vast majority of people use their name or initials for CMOS passwords. c. Davos should find the CMOS clear jumper on the motherboard. Then he can boot the computer with a shunt on the jumper to clear the CMOS information. d. Davos should find a replacement motherboard. Unless he knows the CMOS password, there's nothing he can do.

c. *Davos should find the CMOS clear jumper on the motherboard. Then he can boot the computer with a shunt on the jumper to clear the CMOS information.* Davos should find the CMOS clear jumper on his motherboard and then boot the computer with a shunt on the jumper to clear he CMOS information.

CAT: Troubleshooting and Maintaining Windows *In the Recovery Console, what will the command fixmbr do?* a. Delete all viruses from the floppy disk b. Delete all viruses from the hard drive c. Delete all viruses from the boot sector d. Delete all viruses from the CD-ROM

c. *Delete all viruses from the boot sector* Fixmbr in Windows XP rewrites a new Master Boot Record (MBR) to the primary hard disk, killing all boot sector viruses. In the old days (although still usable today with a DOS boot disk), the DOS equivalent of this was fdisk /mbr. To delete viruses from any disk or disc, you would need to use antivirus scanning software.

CAT: Troubleshooting and Maintaining Windows *You need to find out which memory addresses are being used by a driver. What tool will tell you what you need to know?* a. memedit.exe b. System Resource Meter c. Device Manager d. System Driver Checker

c. *Device Manager* Device Manager will tell you what resources are being used by which devices.

CAT: Using and Managing Windows *If you install a driver on your system and it causes problems, which tool can you use to roll back to a previous driver?* a. Driver Manager b. msconfig c. Device Manager d. System Info

c. *Device Manager* The Roll Back Driver option in Device Manager is a great tool for fixing driver problems.

CAT: Using and Managing Windows *You need to configure several hardware components on a computer running Windows 7. Which of the following Control Panel options provide quick access to most computer hardware?* a. Device Manager b. Computer Management c. Devices and Printer d. Action Center

c. *Devices and Printer* Devices and Printers enables you to browse drives, set device settings, and view problem devices when used to view your computer.

*In a SCSI chain, what devices are required to be terminated?* a. The first device in the chain b. The last device in the chain c. Devices at either end of the SCSI chain d. Any hard disk in the SCSI chain

c. *Devices at either end of the SCSI chain* Devices at each end of the SCSI bus must be terminated. This is usually the SCSI host adapter plus the last device in the chain.

CAT: Security *What type of backup copies the files that have changed but does not clear the archive bit?* a. Full backup b. Incremental backup c. Differential backup d. Copy

c. *Differential backup* A differential backup backs up only those files that have changed since the last full backup and then does not clear the archive bit.

CAT: RAM *What type of RAM must be installed in pairs?* a. DDR b. SDRAM c. DDR2 d. Rambus

d. *Rambus* Rambus memory that uses 32-bit RIMMs must use pairs, and unused socket must be occupied by a continuity module.

CAT: Laptop and Notebook Computers *A user with a laptop frequently goes into the office to work. However, the laptop only has two USB ports and the user is unable to connect the keyboard, mouse, monitor, and scanner at the same time. What would resolve this problem?* a. KVM switch b. IEEE 1394 connection c. Docking station d. Bluetooth adapter

c. *Docking station* The docking station will allow the user to connect more USB devices. If the keyboard, mouse, and scanner all use USB, then the laptop doesn't have enough USB ports and the docking station will resolve the problem. Another solution would be a USB hub (perhaps a cheaper one at that, and mobile). The monitor will connect to either a VGA or DVI port, which isn't mentioned in the scenario, though most laptops and docking stations will have a secondary video port. KVM switches are used to control two or more computers from a single group of devices: keyboard, mouse, and display. IEEE 1394 connections are great solutions for external hard drives and audio/video devices, but not for scanners. Bluetooth adapters can be used for keyboards and mice, but it's the scanner that is causing the need for extra ports. Scanners often connect via USB and not Bluetooth.

CAT: Technician Essentials and PC Anatomy 101 *What should you do after successfully repairing a machine?* a. Do nothing; your job is done. b. Admonish the user for causing so much work for the IT department. c. Document your findings. d. Lock it down so the user can't cause the same problem again.

c. *Document your findings.* At the end of a repair you should always document your findings.

CAT: Operational Procedures and Communications Methods *You successfully modified the Registry on a customer's PC. Now the customer's system gets onto the Internet normally. What should you do next?* a. Bill the customer b. Move on to the next computer c. Document your solution d. Run Disk Defrag

c. *Document your solution* Documentation is the final step in the troubleshooting process. This helps you to better understand and articulate exactly what the problem (and solution) was. If you see this problem in the future, you can consult your documentation for the solution. Plus, others on your team can do the same. In addition, it is common company policy to document all findings as part of a trouble ticket.

CAT: Printers *This type of printer uses impact to transfer ink from a ribbon to the paper.* a. Laser b. Inkjet c. Dot matrix d. Thermal

c. *Dot matrix* The dot matrix is a type of impact printer. It uses a printhead to physically impact the ribbon and transfer ink to the paper. Laser printers apply toner to paper through varying voltages. Inkjet printers spray ink from a cartridge onto the paper. Thermal paper is specially coated and forms text when it is heated properly.

CAT: Installing and Upgrading Windows *You need to install a service pack on a group of older systems that are connected to a 768Kbps DSL gateway. Which is the most likely to be the fastest way to install the service pack on all computers?* a. Run Windows Update on all computers. b. Download the full service pack on all computers. c. Download the full service pack to one computer and burn a disc. d. Run Windows Update on one computer and clone the drive.

c. *Download the full service pack to one computer and burn a disc.* A slow Internet gateway can make installing a service pack on a group of computer via Windows Update take many hours. It is faster to download a full copy of the service pack to only one computer, burn a disc, and install from the disc. Cloning the drive would clone the drive's entire contents, including device drivers, and is not suitable for this need.

CAT: Networking *What access method best describes CSMA/CA?* a. Data is placed out on the wire; the sending workstation detects whether there is an error and retransmits if there is. b. A token runs around the network; when a computer wishes to send data out on the network, it fills the token with information. c. Dummy data is placed on the wire; if the dummy data collides with other information, then the real information is not transmitted. If the dummy data does not collide, then the real data is delivered. d. Dummy data is placed on the wire; if the dummy data collides with other information, then the real information is transmitted. If the dummy data does not collide, then the real data is withheld.

c. *Dummy data is placed on the wire; if the dummy data collides with other information, then the real information is not transmitted. If the dummy data does not collide, then the real data is delivered.* With CSMA/CA, your computer avoids a collision with the real data by placing dummy data on the wire first. If the dummy data collides, your computer knows that it isn't safe to send the real information; if it doesn't collide, then the real data is sent.

CAT: I/O and Input Ports and Devices *If you need to connect a printer and a scanner to a parallel port, which of the following should you select in port setup?* a. PS/2 mode b. LPT mode c. ECP mode d. Compatible mode

c. *ECP mode* ECP mode enables printer and devices such as scanners to operate in daisy-chain mode on a parallel port.

CAT: Technician Essentials and PC Anatomy 101 *What is one of the problems caused by low relative humidity?* a. EMI b. PKI c. ESD d. TCP

c. *ESD* When relative humidity is too low, there is an increased risk of static build-up and electrostatic discharge (ESD).

CAT: Laptop and Notebook Computers *Which statements are true for an active-matrix LCD? (Select all that apply.)* a. It is slow. b. It displays dull images. c. Each pixel is supported by its own transistor. d. Images are easy to view from angles. e. It displays low-quality pictures.

c. *Each pixel is supported by its own transistor.* d. *Images are easy to view from angles.* Active-matrix LCDs produce high-quality images that are easy to read at angles.

CAT: Installing and Upgrading Windows *After installing Windows 7 successfully, what should you do next? (Select the two best answers.)* a. Create policies b. Connect to WLANs c. Enable the Windows Firewall d. Run Windows Update

c. *Enable the Windows Firewall* d. *Run Windows Update* To protect the computer, it is important to enable the Windows Firewall or make sure that a third-party firewall is installed and running properly. Windows Update will download the latest security patches for Windows. After a routine installation of Windows, this first Windows update could be time-consuming. It is not recommended to connect to WLANs (wireless networks) before running Windows Update and enabling the firewall.

CAT: Motherboards and Processors *If you remove the processor from the motherboard, what device should you remove first?* a. Power supply b. RAM chip c. Heat sink d. Thermal compound

c. *Heat sink* In most cases, you should remove the heat sink first. The exception is for some third party heat sinks that require the motherboard to be removed first.

CAT: Operational Procedures and Communications Methods *Which of the following troubleshooting steps is next after determining the cause?* a. Document findings, actions, and outcomes b. Verify full system functionality and, if applicable, implement preventative measures c. Establish a plan of action to resolve the problem and implement the solution d. Question the user and identify user changes

c. *Establish a plan of action to resolve the problem and implement the solution* Establish a plan of action to resolve the problem and implement the solution is the next step after determining the cause, or more specifically: Test the theory to determine cause. It is step four of the six-step CompTIA A+ troubleshooting process. Document findings, actions, and outcomes is the sixth and last step. Verify full system functionality and, if applicable, implement preventative measures is the fifth step. Question the user and identify user changes is part of the first step: Identify the problem.

CAT: Troubleshooting and Maintaining Windows *What is the fourth step of the CompTIA 6-step troubleshooting process?* a. Identify the problem b. Establish a theory of probable cause c. Establish a plan of action d. Document findings

c. *Establish a plan of action* The fourth step of the CompTIA six-step troubleshooting process is: Establish a plan of action to resolve the problem and implement the solution. Identify the problem is step 1. Establish a theory of probable cause is step 2. Document findings is step 6.

CAT: Networking *What protocol is used to transfer files to and from a remote server?* a. HTML b. POP c. FTP d. SMTP

c. *FTP* FTP stands for File Transfer Protocol, which is the traditional method to transfer files to or from a server.

CAT: Troubleshooting and Maintaining Windows *A customer tells you that the computer runs fine for a few minutes but then freezes. What is the most likely cause?* a. CD-ROM drive is faulty. b. Power supply failed. c. Fans are failing. d. Memory is not seated properly.

c. *Fans are failing.* Most likely a fan is failing somewhere—either the CPU fan or a case fan—causing the computer to overheat and then ironically to "freeze" as the customer put it. What the customer meant is that the computer locked up. The CD-ROM won't cause the system to lock up, but the CD-ROM driver could cause a stop error if it failed. If the power supply failed, the system would turn off; it wouldn't lock up. If the memory was not seated properly, the system would probably not get past the POST and you would either hear beep codes or see an onscreen message to that effect.

CAT: Networking *What is the recommended number of users for a peer-to-peer network?* a. Fewer than 100 b. More than 100 c. Fewer than 10 d. More than 10

c. *Fewer than 10* The recommended number of computers in a peer-to-peer network is ten or fewer.

CAT: Networking *Which of the following cable types is not affected by EMI but requires specialized tools to install?* a. Cat 6 b. STP c. Fiber optic d. Coaxial

c. *Fiber optic* Fiber-optic cable is the only answer listed that is not affected by electromagnetic interference (EMI). This is because it does not use copper wire or electricity, but instead uses glass or plastic fibers and light. Any copper cable will be susceptible to EMI to a certain degree. Regular UTP cable such as Cat 5e or Cat 6 will be very susceptible. Coaxial slightly less, and shielded twisted-pair (STP) even less than that. STP is difficult to install and must be grounded; because of these things, it is found less commonly in networks. To truly protect from EMI, fiber-optic is the best way to go.

CAT: Security *Which network type enables high-speed data communication and is the most difficult to eavesdrop on?* a. Satellite b. DSL c. Fiber optic d. Cable

c. *Fiber optic* Fiber-optic networks use fiber-optic cables that have a core of plastic or glass fibers. These are much more difficult to eavesdrop on than any copper cable. Satellite connections and cable Internet use RG-6. DSL uses a standard phone line or other twisted-pair cable.

CAT: Networking *You would like other people in the office to be able to access the printer that is attached to your Windows XP computer on your small network. Which networking component must you install?* a. Client for Microsoft Networks b. Client Service for Netware c. File and Printer Sharing for Microsoft Networks d. NetBEUI

c. *File and Printer Sharing for Microsoft Networks* File and Printer Sharing must be installed to allow someone to connect to your resources.

CAT: Networking *You have been contacted by a client who is unable to access network printers and other shared resources. Which of the following should you verify is installed and enabled?* a. Client services b. System monitor c. File and print sharing d. TCP/IP protocol

c. *File and print sharing* On a Windows operating system, to be able to share printers and resources with other users, you must make sure that the file and print services are installed and enabled in the Properties window of a network connection.

CAT: I/O and Input Ports and Devices *Which port is known as IEEE 1394?* a. USB b. Parallel port c. FireWire d. PS/2

c. *FireWire* Another term for the IEEE 1394 and FireWire ports is i.LINK (used by Sony to refer to a four-pin implementation of IEEE 1394a).

CAT: Customized PCs and Multimedia Devices *Digital video cameras typically use which type of connection to connect to the computer and upload the video?* a. Serial b. Parallel c. FireWire d. USB 2.0

c. *FireWire* Digital video cameras typically use IEEE 1394 (FireWire) connections to connect to the computer.

*Which of the following best describes where the Master Boot Record is located?* a. Last track on the disk b. First track on the disk c. First sector on the first track of the first side of the first platter d. First sector on the last side of the last platter

c. *First sector on the first track of the first side of the first platter* The master boot record is the first sector on the first track on the first side of the first platter.

CAT: BIOS *What is the process called when upgrading the BIOS?* a. Putting a new BIOS chip on the motherboard b. Removing the CMOS battery c. Flashing the BIOS d. Windows Update

c. *Flashing the BIOS* When it is time for BIOS update, go to the system or motherboard manufacture'r website to see whether a new update has been released. Flashing the BIOS is the act of erasing all the BIOS's current contents and writing a new BIOS to the BIOS chip. You can do this by booting off a special floppy disks, from CD-ROM, but to be safe you should still back up your BIOS setting before performing this task.

CAT: Laptop and Notebook Computers *Which video display solution is not used on laptops?* a. LED b. LCD c. Plasma d. OLED

c. *Plasma* Plasma displays, due to size and weight, have not been used on laptops.

CAT: Power Supplies and System Cooling *Which of the following symptoms would indicate to you that there is a power supply issue?* a. The CPU is overclocking. b. Wi-Fi range is reduced. c. Frequent failure of hard drives. d. Your CD burner takes longer to write than usual.

c. *Frequent failure of hard drives.* An indication of a power supply issue is frequent failure of hard drives. If the power supply fails to provide clean power to the 3.3 V, 5 V, and 12 V lines to the hard drives, then they will fail frequently. These are often the first devices to fail when a power supply starts having intermittent problems. You should test this with a power supply tester or multimeter. If the power supply fails, the CPU would not overclock—quite the reverse, it might lose power and turn the computer off altogether. Overclocking is controlled in the BIOS, and there are thresholds in place to stop the CPU from overclocking too far. The wireless adapter would either work or not work. Reduced range could be due to obstruction or distance from the wireless access point. If the CD burner takes longer to write data than usual, it could be because the system is busy doing other tasks, or perhaps the burn rate setting was lowered.

CAT: Mobile Devices *What can help locate a lost or stolen mobile device?* a. Passcode b. Auto-erase c. GPS d. Encryption

c. *GPS* GPS can help to locate a stolen or lost mobile device. There are plenty of third-party programs that allow the user to track the device, as long as it is on and has GPS installed and functioning. If the device is off, the program will display the last known good location. Passcodes are used to secure the device in the event that it is stolen or lost. Auto-erase is used to wipe the contents of the device if lost or stolen. Encryption protects the data in the case that the user no longer has possession of it.

CAT: Operational Procedures and Communications Methods *You are running some cable from an office to a computer located in a warehouse. As you are working in the warehouse, a 55-gallon drum falls from a pallet and spills what smells like ammonia. What should you do first?* a. Call 911. b. Call the building supervisor. c. Get out of the area. d. Save the computer.

c. *Get out of the area.* If there is something that is immediately hazardous to you, you must leave the area right away. Afterward, you can call 911, the building supervisor, or your manager, depending on the severity of the situation. Computers and all other technology come second after human life. Remember that. Plus, if backup systems have been implemented properly, you have nothing to lose if a computer is damaged.

*Gregor installed a third stick of known good RAM into his Core i7 system, brining the total amount of RAM up to 3GB. Within a few days, though, he started having random lockups and reboots, especially when doing memory-intensive tasks such as gaming. What is most likely the problem?* a. Gregor installed DDR RAM into a DDR2 system. b. Gregor installed DDR2 RAM into a DDR 3 system. c. Gregor installed RAM that didn't match the speed or quality of RAM in the system. d. Gregor installed RAM that exceeded the speed of the RAM in the system.

c. *Gregor installed RAM that didn't match the speed or quality of RAM in the system.* Most likely, Gregor installed RAM that didn't match the speed or quality of the RAM in the system.

CAT: Using and Managing Windows *Programs that run when Windows starts are stored in which of the following registry hives?* a. HKEY_CURRENT_CONFIG b. HKEY_USERS c. HKEY_LOCAL_MACHINE d. HKEY_CLASSES_ROOT

c. *HKEY_LOCAL_MACHINE* HKEY_LOCAL_MACHINE is the registry hive that stores information about the programs Windows runs when it starts. The actual hives are stored in \%windir%\System32\Config. But it's okay to call HKEY_LOCAL_MACHINE and the other HKEYs hives. Most technicians do it, and you might see them referred to that way on the exam as well. The HKEY_LOCAL_MACHINE hive is the one you will access the most often. You can configure advanced settings for TCP/IP, the GUI of the OS, and lots more from here. HKEY_CURRENT_CONFIG contains data that generated when the system boots; nothing is permanently stored. HKEY_USERS stores the information for each user profile. HKEY_CLASSES_ROOT contains information about registered applications and file associations.

CAT: Networking *Which of the following communications protocols is used to connect to websites over secure communications links?* a. SSH b. SFTP c. HTTPS d. Kerberos

c. *HTTPS* Hypertext Transfer Protocol Secure (HTTPS) is used to make secure connections to websites. It uses the Secure Socket Layer (SSL) or Transport Layer Security (TLS) protocols to encrypt the connection and make it safe for logins, purchases, and so on. HTTPS relies on port 443. SSH stands for Secure SHell; this is used to make secure remote connections between computers for the purposes of command execution and remote control, and it replaces the deprecated Telnet protocol. It uses port 22. SFTP is the SSH File Transfer Protocol, a more secure version of FTP that is built on SSH. Kerberos is a network authentication protocol used by various systems including Microsoft domains. It uses port 88.

CAT: Technician Essentials and PC Anatomy 101 *Which device stores data over the long term?* a. CPU b. RAM c. Hard drive d. Video card

c. *Hard drive* The hard drive stores data over the long term. The hard drive stores the OS and data in a nonvolatile fashion, meaning it won't be erased when the computer is turned off. The CPU calculates data and sends it to RAM for temporary storage; the RAM (which is volatile) is cleared when the computer is turned off. The video card stores temporary video data within its onboard memory, but this, like RAM, is volatile and is cleared when the computer is turned off.

CAT: Mobile Devices *A client calls and is upset that he's misplaced his iPad. The mobile device has literally thousands of client records, including business addresses, e-mail addresses, phone numbers, and, in some cases, credit card information. What should he do first?* a. There's nothing he can do. b. He should call his ISP and have them track his iPad. c. He should access his iCloud account and reset his iPad to erase all personal data. d. He should purchase another iPad and sync with his iTunes account. This automatically erases the information on the old tablet.

c. *He should access his iCloud account and reset his iPad to erase all personal data.* To protect his data, the client should log in to his iCloud account and reset the iPad and erase all personal data.

CAT: Troubleshooting and Maintaining Windows *What can be the cause of reduced CPU performance?* a. Overuse of CPU cycles b. Addition of RAM c. Heat sink fan failure attributable to power supply failure d. Removal of the J7 motherboard jumper as defined by the ATX 1.2 standard

c. *Heat sink fan failure attributable to power supply failure* Reduced CPU performance is often caused by the temperature of the CPU exceeding limits, and it reduces power to reduce the temperature. Excess temperatures usually occur when the heat sink fan fails.

CAT: Power Supplies and System Cooling *Which power-saving mode enables for the best power savings, while still allowing the session to be reactivated later?* a. Standby b. Suspend c. Hibernate d. Shutdown

c. *Hibernate* Hibernate mode saves all the contents of RAM (as hiberfil.sys in the root of C:) and then shuts the system down so that it is using virtually no power. To reactivate the system, you must press the power button. At that point, the entire session is loaded from RAM and you can continue on with the session. Standby and suspend modes turn off the hard drive and display and throttle down the CPU and RAM, but they still use power, and although these power modes use less power than the computer being powered on, altogether they end up using much more power than Hibernate mode does. Shutdown is great for power savings, but the session is lost when the computer is shut down.

CAT: Networking *What is the governing body of the Internet?* a. W3.org b. DodNet c. IAB d. IABnet

c. *IAB* The Internet Architecture Board (IAB) is the managing body of the Internet.

CAT: Power Supplies and System Cooling *You are troubleshooting what you believe to be a power issue. Which of the following should you test first?* a. Power supply b. 24-pin power connector c. IEC cable d. AC outlet e. Circuit breaker

c. *IEC cable* Check the IEC cable first if you sense that there is a power issue. That is the power cable for the computer; make sure it is connected to the computer and to the AC outlet. Next, check the AC wall outlet. Use a receptacle tester or your trusty multimeter to make sure the AC outlet is wired properly and supplying the correct voltage. If that is fine, you can check the power supply and the 24-pin power connector. Only check the circuit breaker if the power has been cut to an area of the building, and only if you have access to the electrical panels.

CAT: I/O and Input Ports and Devices *Which of the following cables connects the parallel port of the computer to the printer?* a. IEEE 802.3 b. IEEE 1394 c. IEEE 1284 d. IEEE 802.11

c. *IEEE 1284* IEEE 1284 is the ratified standard for printer cables that connect to the parallel port (LPT1) of the computer on one end and the Centronics connector of the printer on the other end. IEEE 1284 also sets the specifications for Extended Capabilities Port (ECP). While the parallel printer connection is an older technology, it is still on the A+ objectives, and you never know when you will see a question on it or when you might stumble upon one in the field! IEEE 802.3 is the standard for Ethernet. IEEE 1394 is the PC equivalent standard of FireWire, used for external drives and AV equipment. IEEE 802.11 is the collective standard of wireless technologies.

CAT: I/O and Input Ports and Devices *What is the PC equivalent of FireWire?* a. IEEE 1284 b. USB c. IEEE 1394 d. ISA

c. *IEEE 1394* IEEE 1394 is the PC equivalent of FireWire. FireWire was originally developed by Apple, and although the two names are often used interchangeably, the PC standard is IEEE 1394. USB is the Universal Serial Bus, a similar standard but with a different architecture and data transfer rate. IEEE 1284 is an older parallel PC standard for printer cables and connections. ISA is the Industry Standard Architecture, a legacy 16-bit adapter card slot.

CAT: Networking *The company you work for is using the oldest and most commonly used network today, Ethernet. Which of the following is another name for Ethernet?* a. IEEE 1394 b. IEEE 802.11b c. IEEE 802.3 d. IEEE 802.11g

c. *IEEE 802.3* The oldest network in common use today is Ethernet, also known as IEEE-802.3. IEEE 1394 refers to the PC version of FireWire cable. 802.11b and 802.211g are wireless networking technologies.

CAT: Using and Managing Windows *The Device Management utility lists a disk as "Foreign". What should you do to make the disk usable?* a. Convert the disk to basic b. Convert the disk to dynamic c. Import the disk d. Set the disk to active

c. *Import the disk* Foreign disks that are installed in a computer show up in the Disk Management utility as foreign. They need to be imported by right-clicking them and running through the import procedure. No need to convert them from basic to dynamic unless you decide later that you want to create special arrays of disks or expand/contract the size of partitions. Set a disk to active if it has an OS and you wish to make it bootable.

CAT: Laptop and Notebook Computers *What does adding more RAM to a laptop that uses shared video memory do for that laptop?* a. Nothing b. Improve video performance c. Improve system performance d. Increase RAM speed

c. *Improve system performance* Increasing the amount of RAM on a laptop or a PC improves general system performance. To improve video performance, you would need to either upgrade the video card or lower some of the video settings. The fact that the laptop uses shared video doesn't come into play. The shared video will use a finite amount of RAM on the laptop. Adding more RAM won't change the amount of shared video used. However, some laptops allow you to increase this setting within the BIOS. This, in conjunction with adding RAM, might improve video performance as well.

CAT: Networking *A co-worker at a satellite office reports that a new replacement shared workgroup printer has arrived. It is the same model as the old one. Your co-worker replaced the old printer and connected all the cables to the new printer. What is the easiest way to ensure that all the client computers can connect to the new printer via IPP?* a. Name the new printer with the old printer name b. Allow the printer to acquire a DHCP address c. In DHCP, set a reservation by MAC address d. Have your co-worker print the configuration page

c. *In DHCP, set a reservation by MAC address* In DHCP, set a reservation by MAC address. In this scenario it is most likely that the clients are connecting to the printer by IP address. The Internet Printing Protocol (IPP) will often be used in this manner. By default, the moment the new printer is connected to the network, it will acquire an IP address from the DHCP server—a new IP address, different from the one used by the old printer. This will cause the clients to fail when attempting to connect, and print, to the new printer. To prevent this, we go to the router (or other DHCP device) and configure a MAC address reservation. The MAC address of the printer (which might be on a label or can be accessed from the onscreen display) can be plugged into the DHCP server and reserved to a specific IP address. Of course, a better option would be to simply configure the printer to use a static IP address. As to the other answers, renaming the printer with the old name won't help because the client computers are most likely connecting by IP, not by name. Printing the configuration page is great and might help you to figure out what the problem could be, but it doesn't actually solve the problem!

CAT: Networking *What access method is used for Ethernet?* a. Token passing b. CSMA/CA c. Twisted pair d. CSMA/CD

d. *CSMA/CD* CSMA/CD is the access method that is used in all Ethernet environments. Token passing is used in token ring architectures, and CSMA/CA has been used in AppleTalk networks.

CAT: Customized PCs and Multimedia Devices *An older Core 2 Duo computer is overheating because there is very little open space within the computer case. What are two things you can do to increase proper airflow? (Select the two best answers.)* a. Drill holes in the computer case to increase airflow b. Install a passive hard drive cooler c. Install an additional case fan d. Install a liquid cooling system e. Install rounded IDE cables

c. *Install an additional case fan* e. *Install rounded IDE cables* You should install an additional case fan and rounded IDE cables. The liquid cooling system answer might have jumped out at you, but the question states that there is very little open space within the computer case. Liquid cooling systems require space for their various components. Regardless, liquid cooling is a pretty advanced solution, where cheaper and easier solutions will probably suffice. An additional case fan almost always fixes the problem of overheating, especially if there was no case fan installed besides the power supply exhaust fan. By default, IDE data cables are flat ribbon cables that take up a lot of space. By using rounded cables for IDE and for other equipment, you can create some open space. The IDE cables are a cheap solution. However, newer power supplies use rounded power cables for other devices as well, but this would require more time, effort, and money. Drilling holes in a case is never a good idea. In fact, the more holes you drill, the tougher it will be for hot air to exhaust out of the case properly. A passive hard drive cooler is basically a heat sink. While it might help a little bit, it would be better to create more open space around the hard drive—for example, with the rounded cables.

CAT: Printers *How can you take control of a network printer from a remote computer?* a. Install the printer locally and access the Sharing tab b. Install the printer locally and access the spool settings c. Install the printer locally and access the Ports tab d. Connect to the printer via FTP

c. *Install the printer locally and access the Ports tab* After you install the driver for the printer locally, you can then take control of it by going to the properties of the printer and accessing the Ports tab. Then click the Add Port button and select the Standard TCP/IP Port option. You will have to know the IP address of the printer or the computer that the printer is connected to.

CAT: Motherboards and Processors *Which of the following is the fastest?* a. Bus speed b. External clock speed c. Internal clock speed d. Expansion bus speed

c. *Internal clock speed* The internal clock speed is the frequency of the CPU—for example, 3.1 GHz. It is normally faster than the external clock speed (FSB on older Intel systems). It is also faster than the bus speed (otherwise known as the base clock speed)—for example, 100 MHz.

CAT: I/O and Input Ports and Devices *You have ben informed by a user that his mouse is not working correctly. Which of the following questions should you ask before asking the user to unplug and reconnect the mouse?* a. What is the type of mouse (ball, optical, or laser)? b. Are you using a mouse pad? c. Is the mouse connector round or flat? d. What brand is the mouse?

c. *Is the mouse connector round or flat?* A flat mouse connector is a USB connector, meaning that the mouse can be hot-swapped safely The other questions would apply to further troubleshooting.

CAT: Operational Procedures and Communications Methods *A customer has a malfunctioning PC, and as you are about to begin repairing it, the customer proceeds to tell you about the problems with the server. What should you say to the customer?* a. Wait until I finish with the PC. b. I'm sorry, but I don't know how to fix servers! c. Is the server problem related to the PC problem? d. I have to call my supervisor.

c. *Is the server problem related to the PC problem?* Ask if the server problem is related to the PC problem. Try to understand the customer before making any judgments about the problems. Make sure it isn't a bigger problem than you realize before making repairs that could be futile. If you find out that it is a separate problem, ask the customer which issue she would like to resolve first.

CAT: Printers *Your customer is having problems printing from an application. You attempt to send a test page to the printer. Why should a test page be used to troubleshoot the issue?* a. It allows you to see the quality of the printer output. b. The output of the test page allows you to initiate diagnostic routines on the printer. c. It verifies the connectivity and illuminates possible application problems. d. It clears the print queue and resets the printer memory.

c. *It verifies the connectivity and illuminates possible application problems.* The test page will verify connectivity and give you insight as to possible application problems at the computer that is attempting to print. In this case you aren't worried about the quality of the printer output; it's the computer and the application that you are troubleshooting. Test pages are used to make sure the computer can print properly to the printer, not to initiate diagnostic routines. Those would be initiated from the built-in display and menu on the printer. Printing a test page does not clear the print queue or reset printer memory. This would have to be done at the printer and/or at the computer controlling the printer.

*Which of the following helps prevent electromagnetic interference?* a. Use an anti-static bag. b. Use an anti-static wrist strap. c. Keep magnets away from computer components. d. Keep computers away from monitors.

c. *Keep magnets away from computer components.* Avoid putting magnets near computer gear to help prevent EMI.

*Which type of cache memory originally resided on the system board?* a. L1 cache b. DDR c. L2 cache d. SDRAM

c. *L2 cache* L2 cache memory was originally external to the CPU. This memory was inserted onto the system board as additional cache memory. L1 cache is cache memory integrated into the CPU.

CAT: Motherboards and Processors *Which type of cache memory is shared by all cores of a CPU?* a. L1 b. L2 c. L3 d. DRAM

c. *L3* L3 cache is shared by all of the cores of the CPU. L1 cache (often 32 KB per core) is built in to the CPU. L2 cache (often 256 KB per core) is built on to the CPU; it is also known as on-die. DRAM is the memory modules you install into the slots in the motherboard. DRAM is not cache memory. Some people consider DRAM to be L4 cache, but there is an actual CPU cache known as L4 used by Xeon and other high-end processors.

CAT: Motherboards and Processors *Which kind of socket incorporates "lands" to ensure connectivity to a CPU?* a. PGA b. Chipset c. LGA d. Copper

c. *LGA* LGA (Land Grid Array) is the type of socket that uses "lands" to connect the socket to the CPU. PGA sockets have pinholes that make for connectivity to the CPU's copper pins. The chipset is the combination of the northbridge and southbridge on the motherboard. LGA sockets are often a brass alloy or have gold contacts, and although copper might be a possibility for some sockets, it doesn't fit into the description of "lands" in the question. LGA is the best answer.

CAT: Networking *Based on the physical hardware address of the client's network device, which of the following is commonly used to restrict access to a network?* a. WPA key b. DHCP settings c. MAC filtering d. SSID broadcast

c. *MAC filtering* MAC filtering is used to restrict computers from connecting to a network; it is based on the physical Media Access Control (MAC) address of the computer's network adapter. It works with wired or wireless connections. WPA is used to encrypt the wireless session between a computer and the wireless access point (WAP); its key code is required to gain access to the network. DHCP settings simply allow a specific range of IP addresses, and other IP data such as gateway address and DNS server address, to be handed out to clients. The SSID broadcast is the name of the wireless network, as broadcast out over radio waves by the WAP.

CAT: Customized PCs and Multimedia Devices *Which sound format contains no actual sound recording but only a series of commands stored in a text file for the sound card to interpret?* a. WMA b. WAV c. MIDI d. MP3

c. *MIDI* MIDI files contain no actual sound recording but only a series of commands stored in a text file for the sound card to interpret.

CAT: Networking *What technology enables 802.11n networks to make multiple simultaneous connections and thus improve speed over previous Wi-Fi standards?* a. Use of the 2.4-GHz frequency b. Use of the 5-GHz frequency c. MIMO d. WPA2

c. *MIMO* The multiple in/multiple out (MIMO) technology implementing multiple antennas enables 802.11n networks to run at much faster speeds than previous Wi-Fi networks.

CAT: Security *You receive a call from a customer for whom you have just installed a wireless router. They tell you that they cannot connect to the router for Internet access. Which of the following solutions would you have them try?* a. Reset the device to default. b. Turn the router off and back on. c. Make sure they are using the same passphrase to connect to the router. d. Tell them to return the wireless network setup wizard.

c. *Make sure they are using the same passphrase to connect to the router.* After configuring a WAP or wireless router to provide WEP, WPA or (preferably) WPA2 encryption, you must configure wireless clients with the same encryption information. You can set up clients manually or automatically. Note that each wireless client connecting to a WAP or wireless router must use the same encryption standard or passphrase and specify the SSID used by the WAP or wireless router.

CAT: Installing and Upgrading Window *Mary works for a temporary placement agency and uses primarily Windows on her jobs. She is going to be sent to an office that uses Mac OS X. Should Mary expect to have large problems getting used to the new OS?* a. Mary should expect to find the layout of the screen and the method of accessing applications to be completely different. b. Mary should refuse to visit the client site because the differences are so great. c. Mary should expect to find the layout of the screen and the method of accessing applications fairly similar to what she is familiar with. d. This is a moot point because the GUIs on both operating systems are identical.

c. *Mary should expect to find the layout of the screen and the method of accessing applications fairly similar to what she is familiar with.* Mary should find that the interface is different, but not so different that she cannot accomplish her tasks. If she wants to develop as high a level of competency as she possibly has with the Windows OS, training would be beneficial but not required.

CAT: Using and Managing Windows *What tool combines all Windows configuration and management tools into one place?* a. Computer Management b. Administrative Tools c. Microsoft Management Console d. Administrative Command Interface

c. *Microsoft Management Console* Although Computer Management has a lot of management tools in it, it is itself a snap-in for the Microsoft Management Console (MMC). Administrative Tools are also a collection of preset MMC snap-ins.

CAT: Using and Managing Windows *When performing automatic updates, Windows uses which feature to download additional updates for other Microsoft products?* a. Software notifications b. msinfo32 c. Microsoft Update d. Registry

c. *Microsoft Update* Windows uses the Microsoft Update feature to download additional updates for other Microsoft products, such as Microsoft Office.

*Modern keyboards connect to which of the following ports? (Select all that apply.)* a. DIN b. FireWire c. Mini-DIN d. USB

c. *Mini-DIN* d. *USB* Modern keyboards connect to either mini-DIN or USB ports.

*Which variation of the PCI bus was specifically designed for laptops?* a. PCI-X b. PCIe c. Mini-PCI d. AGP

c. *Mini-PCI* The Mini-PC format conserves space and power, making it an ideal card type for use in laptops.

CAT: Laptop and Notebook Computers *A late-model laptop's integrated Wi-Fi adapter typically uses which of the following connection types?* a. PCI b. AGP card c. Mini-PCIe d. CardBus

c. *Mini-PCIe* Mini-PCIe is used for most late-model laptops' Wi-Fi radio. PCI and AGP are desktop expansion slots, and CardBus is an expansion slot used by older laptops.

CAT: Security *What permission on a folder is assigned to allow a user to read, modify, create, and delete a file?* a. Read b. Full Control c. Modify d. Deny

c. *Modify* To allow users to read, modify, create, and delete a file, you assign the Modify permission.

CAT: I/O and Input Ports and Devices *Which of the following power connections might be used by hard drives? (Select the two best answers.)* a. 8-pin b. 7-pin c. Molex d. 15-pin e. Berg

c. *Molex* d. *15-pin* Molex power connectors are used by IDE drives. 15-pin power connectors are used for SATA drives. 8-pin power connectors are used by high-end PCI Express video cards. There are several types of 7-pin connectors, such as SATA data, and S-Video, but 7-pin power connections are less common. Berg is the power connector for floppy drives. Okay, we are halfway through the exam. Take a deep breath—then continue on with power! (Pun intended.)

*What do you plug into a three-row, 15-pin port?* a. Joystick b. Keyboard c. Monitor d. Mouse

c. *Monitor* You plug a monitor into a three-row, 15-pin port.

CAT: Customized PCs and Multimedia Devices *Which of the following has the fastest data throughput?* a. CD-ROM b. Hard drive c. RAM d. USB

c. *RAM* RAM is much faster than the rest of the options listed. For instance, if you have PC3-8500 DDR3 RAM (aka DDR3-800), your peak transfer rate is 6,400 MB/s. The rest of the following devices are listed in descending order: hard drive (typically 133, 150, 300, or 600 MB/s), USB (typically 60 or 480 MB/s), and CD-ROM (typically 7.5 MB/s).

CAT: Using and Managing Windows *You are tasked with disabling services from starting up on a Windows 7 PC. Which command should you run to bring up a window to make these changes?* a. SFC b. Chkdsk c. Msconfig d. GPupate

c. *Msconfig* Msconfig is the only option listed where you can disable services. The key in the question is the phrase "bring up a window". Msconfig runs in a Window, whereas the rest of the answers run as text in the command-line. Msconfig can also be used to modify how the system boots and to enable/disable applications. SFC is the System File Checker; it scans the integrity of protected system files and repairs problems if necessary, and if possible. Contrast this with Chkdsk, which can locate and repair errors on the disk, but not within system files. GPupdate can update user and computer policy settings on the local computer or on remote computers.

CAT: Mobile Devices *What kind of display would an iPad2 use?* a. CRT b. Tap screen c. Multitouch d. Singletouch

c. *Multitouch* iPad2 devices and many other devices use multitouch screens, which allow more than one contact point. Cathode ray tube (CRT) is an older technology monitor used by desktop computers. You would "tap" the screen, but it is known as a touch screen. Single touch screens are an older technology, you won't see much of that in field.

CAT: Using and Managing Windows *What is the backup utility for Windows XP called?* a. Win Backup b. Backup 2000 c. NTBackup d. NSBackup

c. *NTBackup* Windows XP uses NTBackup to back up files.

CAT: Security *Which is the most secure file system in Windows?* a. FAT b. FAT16 c. NTFS d. FAT32

c. *NTFS* NTFS is Windows' New Technology File System. It secures files and folders (and in fact, the whole partition) much better than any FAT system does. EFS, BitLocker, and NTFS permissions are just a few of the advantages of an NTFS partition. FAT is just another name for FAT16, which you will rarely see. FAT32 is also uncommon, though you might see removable media formatted to this file system.

CAT: Installing and Upgrading Windows *What is the default file system used by Windows 7?* a. FAT32 b. CDFS c. NTFS d. FAT

c. *NTFS* The New Technology File System (NTFS) is the default file system used by Windows 7. FAT and FAT32 are older, less desirable file systems that offer less functionality and less security and access smaller partition sizes. CDFS is the file system used by an optical disc.

CAT: Networking *Which command will show you the current network sessions from a PC to the Internet?* a. Ipconfig b. Ping c. Netstat d. Nbtstat

c. *Netstat* Netstat shows the network statistics of a computer. It displays the network connections by name, IP address, and port of the local and remote computers. Ipconfig shows the network card's configuration. Ping tests if a computer is alive on the network. Nbtstat stands for NetBIOS over TCP/IP statistics. This displays protocol statistics and name tables.

CAT: I/O and Input Ports and Devices *BNC connectors are usually used on your computer to provide which of the following?* a. Serial connections b. Parallel connections c. Networking d. Never used

c. *Networking* BNC connectors are used for Thinnet or 10Base2 networking.

CAT: Networking *You are down under your desk organizing some wires when you notice that the activity light on your NIC is blinking erratically. Is there a problem?* a. Yes, the activity light should be on steadily when the computer is running. b. Yes, the activity light should be blinking steadily, not randomly. c. No, the light blinks when there is network traffic. d. No, the light blinks to show bus activity.

c. *No, the light blinks when there is network traffic.* The lights should be blinking to show activity—this is normal.

CAT: Laptop and Notebook Computers *You need to replace a laptop's processor. You have a desktop processor with a similar model number. Can you use it as a replacement?* a. Yes, they are interchangeable. b. Yes, if you install an adapter. c. No, the sockets are different. d. Yes, if you change the heat sink.

c. *No, the sockets are different.* Laptop and desktop processors are not interchangeable. Laptop processors use different sockets than desktop processors, are optimized for low-power mobile use (and thus need much smaller heat sinks than desktop processors), and often have different feature set than similarly named desktop processors.

CAT: Printers *When preparing to upgrade a printer's memory, you notice that the printer uses a DIMM memory module. Can you use the same type of memory for a laptop or desktop?* a. Yes, they use the same memory. b. Yes, you can also use a printer memory in a desktop. c. No, they do use the same type of memory. d. Yes, but the printer will run more slowly.

c. *No, they do use the same type of memory.* Most recent printers with upgradeable memory use the DIMM memory module form factor, but printers do not use the same types of DIMMs as desktop or laptop computers.

CAT: Using and Managing Windows *You copy a file from a folder on a hard drive formatted as NTFS, with permissions set to Read for everyone, to a USB thumb drive formatted as FAT32. What permissions does the copy of the file have?* a. Read-only for everyone b. Full Control for everyone c. None d. You can't copy a file from an NTFS drive to a FAT32 drive.

c. *None* The key here is that you are copying from an NTFS hard drive to a FAT32 USB drive. Copying from an NTFS-based partition to a FAT- or FAT32-based partition creates two copies of the object; the copy of the object in the new location has no permissions at all.

CAT: Troubleshooting and Maintaining Windows *Which of the following are programs that you as a technician can use to create an image backup on a computer running Windows XP?* a. System Restore b. NTBACKUP c. Norton Ghost d. Acronis True Image

c. *Norton Ghost* d. *Acronis True Image* Modern image backup programs, such as recent versions of Norton Ghost and Acronis True Image, make it possible to restore an entire computer to an earlier state. They can also be used to create incremental backups, enabling the image backup program to work as both an image and file/folder back.

CAT: Troubleshooting and Maintaining Windows *You need to create a new Visual Basic script for Windows Script Host. What tool will you use?* a. Script Developer b. Script Editor c. Notepad d. Visual Basic Script IDE

c. *Notepad* Notepad, WordPad, or another text editor can be used to create or edit your Visual Basic scripts.

CAT: Motherboards and Processors *What type of memory loses its contents when power is turned off on your computer?* a. CMOS memory b. RAM c. ROM d. EPROM exam-u.com

c. *RAM* RAM memory is volatile, or non-permanent, because it loses its contents when power is turned off on the computer. exam-u.com

CAT: Using and Managing Windows *You need to copy and paste information from a web page, but you want to remove all formatting so that it can be pasted cleanly into Word. Which program should you use as an intermediary?* a. CMD b. Excel c. Notepad d. MMC

c. *Notepad* Use Notepad. It is a text-based editor that applies virtually no formatting. Text and other information can be copied from a web page, pasted to a Notepad document, and then copied again and pasted into Word; all formatting will have been removed. Notepad is also a great tool for web developers (using HTML) and system administrators (when creating batch files and other configuration files). CMD, or more specifically cmd.exe, is the executable that opens the Microsoft Command Prompt. Excel is a program by Microsoft that enables you to create and modify spreadsheets. The MMC is the Microsoft Management Console. This is a utility in Windows that enables you to work with several console windows within the same program; it saves the last place you were working.

CAT: Using and Managing Windows *You want to copy a directory structure (complete with subdirectories), so you use copy c:\dir1\*.* c:\newdir /s /e. What will you find in the newdir directory?* a. All files that were in dir1 b. All files and subdirectories that were in dir1 c. Nothing — the command is improperly constructed and will generate an error d. None of the above

c. *Nothing — the command is improperly constructed and will generate an error* The suggested command will cause a syntax error, and nothing will be copied. The copy command does not support either /s or /e; to use these options, you have to use the xcopy.exe command.

CAT: Using and Managing Windows *Which component of the Windows GUI includes the clock and other programs that run in the background?* a. Quick Launch b. Task bar c. Notification Area d. Desktop

c. *Notification Area* The Notification Area (also known as the System Tray or systray) includes the clock and programs that run behind the scenes without user intervention. The Quick Launch area houses shortcuts to files and applications. The Taskbar consists of programs that are currently running (and the Windows 7 application dock), the Start button, the Quick Launch, and the Notification Area. The desktop is the area of the GUI that has a wallpaper or background, although some users refer to the entire display as the desktop.

CAT: Laptop and Notebook Computers *After booting his laptop, Jason complains that instead of just letters, he is getting numbers and letters when he types in his username. Because of this, he cannot log on to Windows. What could be the issue?* a. The Caps Lock is on. b. Bad keyboard. c. Numlock is on. d. Wrong keyboard driver.

c. *Numlock is on.* Some of the letters on the keyboard of a laptop are shared by numbers (which are only accessible when the Numlock is on). So, not only do you have to watch out for the Caps Lock when logging on, but also the Numlock. If the keyboard were bad, you would get no response or only a partial response from it. Keyboards are automatically recognized by Windows 7/Vista/XP.

CAT: Technician Essentials and PC Anatomy 101 *Computers are complex machines, but many times the answer to a problem is what?* a. Obscure b. Complex c. Obvious d. Very hard

c. *Obvious* Don't overlook the obvious answer such as an unplugged power cord.

CAT: Security *Where are software-based firewalls usually located?* a. On routers b. On servers c. On clients d. On every computer

c. *On clients* Software-based firewalls, such as the Windows Firewall, normally run on client computers. It is possible that they will run on servers, especially if the server is acting as a network firewall, but otherwise the servers will usually rely on a hardware-based network firewall and/or an IDS/IPS solution. Hardware-based firewalls are also found in multifunction network devices. Some people might refer to these devices as routers, but the router functionality is really just one of the roles of the multifunction network device—separate from the firewall role. Plus, higher-end routers for larger networks are usually not combined with firewall functionality.

CAT: Using and Managing Windows *Where is the Notification Area located in Windows 7?* a. In the System Properties dialog box b. In the System32 folder c. On the Taskbar d. Within the Start menu

c. *On the Taskbar* The Notification Area (also known as the system tray) is the area toward the bottom-right of your screen within the taskbar. It contains the time and any applications (shown as icons) currently running in memory. The System Properties dialog box contains configuration tabs for the computer name and network, hardware, system restore, and more. You can access any of the tabs in that dialog box quickly by going to Start > Run and typing systempropertiescomputername.exe, systempropertiesadvanced.exe, and so on. The System32 folder resides within the Windows folder; it contains the critical Windows system files such as ntoskrnl.exe as well as applications such as cmd.exe. The Start menu gives access to most programs and configurations in Windows.

CAT: Operational Procedures and Communications Methods *How do you share a printer in Windows 7?* a. Open Device Manager, right-click on the printer, select Properties, and select Share this printer. b. You have to install special drivers for your printer. c. Open the Devices and Printers applet in the Control Panel, right-click on the printer, select Printer properties, and then check the Share this printer checkbox on the Sharing tab. d. You have to have Windows Home Server in order to share printers.

c. *Open the Devices and Printers applet in the Control Panel, right-click on the printer, select Printer properties, and then check the Share this printer checkbox on the Sharing tab.* Printer sharing is done through the Devices and Printers applet.

*Joachim ordered a new power supply but was surprised when it arrived because it had an extra 4-wire connector. What is that connector?* a. P2 connector for plugging in auxiliary components b. P3 connector for plugging in case fans c. P4 connector for plugging into modern motherboards d. Aux connector for plugging into a second power supply

c. *P4 connector for plugging into modern motherboards* The P4 connector goes into the motherboard to support more power-hungry chips.

CAT: Mobile Devices *You have connected several Bluetooth devices together in an ad-hoc network. Which type of network have you created?* a. LAN b. WAN c. PAN d. MAN

c. *PAN* A personal area network (PAN) is a network of small computers, smartphones, and other similar devices. Using Wi-Fi or Bluetooth is very common when creating a cable-free type of PAN known as a wireless PAN or WPAN. Ad-hoc means that there is no wireless access point controlling the network. A local area network (LAN) is a network that is inhabited by PCs, laptops, and mobile devices; everything connects to a central connecting device such as a switch (or a SOHO router). A wide area network (WAN) connects two or more LANs over a large geographic area. A metropolitan area network (MAN) connects two or more LANs in a smaller geographic area—for example, two buildings.

CAT: Networking *You want your computer to boot off of the network and have the ability to be brought out of sleep mode over the network. Which two technologies should you implement in the BIOS?* a. WAP and WPA2 b. RIS and Magic Packet c. PXE and WOL d. Norton Ghost and Unattend.xml

c. *PXE and WOL* PXE and WOL. To configure the BIOS to boot off of the network, you will have to enable the Preboot Execution Environment (PXE) network adapter. To allow the computer to be brought out of sleep mode by another system on the network, you will need to configure Wake-on-LAN (WOL) in the BIOS. WAP stands for wireless access point; WPA2 is the Wi-Fi Protected Access version 2 encryption used on a WAP. RIS is Remote Installation Services and is used on Windows Server 2003 to deploy installations of Windows to remote computers. A Magic Packet is a special packet sent to a computer to wake it up, but it is configured in Windows. Norton Ghost is used to create or install images of operating systems. Unattend.xml is the answer file created for unattended installations of Windows over the network.

CAT: Using and Managing Windows *Which of the following virtualization programs works well with Mac OS X? (Select the best answer.)* a. ESX b. KVM c. Parallels d. Virtual PC

c. *Parallels* Parallels is the dominant virtualization program for Mac OS X.

CAT: Security *You are utilizing WSUS and are testing new updates on PCs. What is this an example of?* a. Host-based firewall b. Application baselining c. Patch management d. Virtualization

c. *Patch management* Patch management is the patching of many systems from a central location. It includes the planning, testing, implementing, and auditing stages. There are various software packages you can use to perform patch management. Windows Server Update Services (WSUS) is an example of Microsoft patch management software. Other Microsoft examples include the System Center Configuration Manager (SSCM) and its predecessor Systems Management Center (SMS), but there are plenty of third-party offerings as well. A host-based firewall is a software firewall that is loaded on a computer to stop attackers from intruding on a network. Application baselining is the performance measurements of an application over time. Virtualization is when an operating system is installed to a single file on a computer. Often, it runs virtually on top of another OS.

CAT: Printers *Which of the following can you not do from the Printer Properties screen?* a. Modify spool settings b. Add ports c. Pause printing d. Enable sharing

c. *Pause printing* Pausing printing in general and pausing individual documents is done by double-clicking on the printer in question and making the modifications from the ensuing window. All the others can be modified from the Printer Properties screen.

CAT: Using and Managing Windows *You are providing some phone support for your clients. The secondary display on a computer running Windows Vista is not displaying a picture. The clients have already verified the display is connected to the computer and turned on. Which of the following options is most likely to make the secondary display available?* a. Display Properties b. Screensaver c. Personalization d. Display Theme

c. *Personalization* In Windows Vista, Personalization is used the same way that the Display properties were used in Windows XP. In Windows 7, Display properties would be used for this task.

CAT: Motherboards and Processors *You must specify a multicore processor for a client's system. The client prefers at least six cores. Which of the following product families will meet this requirements? (Choose all that apply.)* a. Core i3 b. Core 2 Extreme c. Phenom II d. Core i7 9xx

c. *Phenom II* d.* Core i7 9xx* The AMD Phenom II X6 has six cores, as does the Intel Core i7 9xx processor.

CAT: Networking *What is the most important reason not to plug an RJ11 phone line into an RJ45 port on a computer?* a. PSTN networks are not Ethernet based. b. Ethernet supports pulse dialing, not tone dialing. c. Phone line voltages can damage Ethernet equipment. d. RJ11 connections do not support full-duplex.

c. *Phone line voltages can damage Ethernet equipment.* Phone lines can carry as much as 80 volts (when they ring), which could possibly damage network interface cards on a computer and other Ethernet networking equipment, so they should be plugged into modems only. Ethernet often uses plus and minus 5 V signals unless you use Power over Ethernet (PoE), which incorporates regular Ethernet but also sends power over the unused wires on the network cable. It's true; the Public Switched Telephone Network (PSTN) is not Ethernet-based. But that only means that a phone line will not work with a standard Ethernet network adapter. Ethernet doesn't support pulse dialing or tone dialing. RJ11 connections are indeed full-duplex; you can talk and listen when having a conversation at the same time.

CAT: Security *In high-security environments, what should you do with old hard drives?* a. Donate them to charity. b. Recycle them. c. Physically destroy them. d. Drive a spike through them.

c. *Physically destroy them.* You want to make sure that you physically destroy the drives if securing data is critical to the business.

CAT: Laptop and Notebook Computers *You are contracted to recover data from a laptop. In which two locations might you find irreplaceable, valuable data? (Select the two best answers.)* a. Ntoskrnl.exe b. Windows folder c. Pictures d. E-mail e. System32 folder

c. *Pictures* d. *E-mail* Pictures and e-mail are possibly valuable, and definitely irreplaceable, if there is no backup. The rest of the answers mention things that can be restored or reinstalled from the operating system disc.

CAT: Networking *You want to test whether IPv4 and IPv6 are working properly on a computer. Which commands should you issue?* a. ipconfig ::1 and ping ::1 b. Ping 127.0.0.0 and Ping :1 c. Ping 127.0.0.1 and Ping ::1 d. ipconfig 127.0.0.1 and Ping 127::1

c. *Ping 127.0.0.1 and Ping ::1* To test IPv4, use the command ping 127.0.0.1. To test IPv6, use the command ping ::1. You don't run ipconfig commands to particular IP addresses. There is no Ping :1 or Ping 127::1 commands.

CAT: Networking *A user with your company is having connectivity problems. You need to diagnose the problem as soon as possible. You call the client and walk her through finding the IP address. What should you do next?* a. Run ipconfig /release b. Run ipconfig /flushdns c. Ping the IP address of the client's computer d. Walk her through how to ping the server

c. *Ping the IP address of the client's computer* After you have discerned the IP address of the client's computer, ping that IP address to see whether it is alive. If you get replies, then the client computer has network connectivity. If your ping times out, then you will need to troubleshoot the issue further.

CAT: Laptop and Notebook Computers *Dave reports that when a laptop's power button is pushed there is no response. What is the first thing you should try to appease Dave?* a. Replace the battery b. Close the lid and reopen it c. Plug in the external power supply d. Reseat the memory

c. *Plug in the external power supply* You should plug in the external power supply. You know that Dave—sometimes he forgets to plug in the power adapter and then the battery goes dead, causing the laptop to be quite unresponsive when pressing the power button. Remember the golden rule: Make sure it's plugged in! Do that first and you will save yourself a lot of hours of your life. However, if that doesn't work, you can move on to checking the battery, checking the type of power adapter being used, the AC outlet you are connecting to, and so on. Some users neglect to charge their batteries, and instead, their laptops are constantly being used at a low percentage of charge. This lessens the lifespan of the battery. So, when you do plug in the AC adapter, sometimes you will find the battery does need to be replaced. Always check to see if it can be charged and if it holds a charge. Recommend to laptop users that they carry a spare battery in the laptop bag. You shouldn't have to reseat the memory unless you get an error message during the POST.

CAT: Operational Procedures and Communications Methods *How should you remain in the face of adversity?* a. Wavering b. Decisive c. Positive d. Certain

c. *Positive* Always have a positive outlook. The customer will have fewer concerns, and you will be more relaxed. If you appear to be wavering when problems occur, the customer will have less confidence in your skills (as will you). When you need to make a technical decision, be certain and decisive and implement the solution immediately.

CAT: Technician Essentials and PC Anatomy 101 *Which component requires a "burn-in" period?* a. CPU b. Hard drive c. Power supply d. Motherboard

c. *Power supply* Power supplies are easily damaged in transit. Because of this, it is wise to run them for a while (burn them in) as part of your final checklist when working on or building a PC. This way you will be sure that the power supply is functional.

CAT: Operational Procedures and Communications Methods *A burning smell comes from the computer. What is the most likely source?* a. Thermal compound b. Keyboard c. Power supply d. AC outlet

c. *Power supply* The power supply is the most likely source of a burning smell: When the power supply is brand new, it has a "burn-in" period of 24-48 working hours; when the power supply is about to fail, or does fail, it could burn up the motor that drives the fan. It is possible but unlikely that the thermal compound will cause a burning smell; however, if this does occur, it will be much less noticeable and more chemical in nature. The keyboard should not present a burning smell no matter how fast you type on it. The AC outlet could possibly be the cause of a burning smell and that would be bad news—turn off the circuit breaker immediately. However, the AC outlet is not part of the computer.

*What type of partition must be flagged as being active?* a. Extended b. Logical c. Primary d. All partitions

c. *Primary* Primary partitions are the type of partitions that are flagged as being active. If you have two or three primary partitions on your drive, the primary partition that is flagged as being active will be the partition the system boots from.

CAT: Printers *Which tool would help you determine why a print job didn't print?* a. Printer driver b. Printer driver c. Print spooler d. System setup

c. *Print spooler* The print spooler can help you determine why a print job didn't print.

*What do you call the commands that tell computer what to do?* a. Data b. Morse code c. Programming d. Output

c. *Programming* The commands that tells the computer what to do are called, collectively, "programming".

CAT: Networking *What type of tool would you use to terminate a wire to a RJ-45 jack?* a. Wire stripper b. Cable tester c. Punchdown tool d. Tone and probe

c. *Punchdown tool* You use a punchdown tool to terminate individual network wires to RJ-45 jacks and patch panels. A wire stripper is used to remove the PVC jacket from the network cable. The cable tester is used to test the network run from end to end. A tone and probe kit is used to test telephone connections from end to end and can test individual pairs of wires on a network cable.

CAT: Technician Essentials and PC Anatomy 101 *Where should you go to get a complete list of problem symptoms?* a. Product documentation. b. Internet search engines. c. Question the user. d. Analyze the problem. exam-u.com

c. *Question the user.* The best source for finding out what the symptoms are, and a description of what appears to be wrong with the computer, is directly from the user. exam-u.com

CAT: Storage Devices *Which of the following disk arrays provides for fault tolerance? (Select the two best answers.)* a. Spanned volume b. RAID 0 c. RAID 1 d. RAID 5

c. *RAID 1* d. *RAID 5* RAID 1 (mirroring) provides fault tolerance by copying information to two drives. RAID 5 (striping with parity) provides fault tolerance by keeping a compressed copy of the data (in the form of parity) on each of the disks other than where the original data is stored. RAID 0 is striping only, and a spanned volume is one that stores data on two or more drives, but as whole files, not as stripes of data.

CAT: Storage Devices *Which of the following RAID arrays is fault tolerant and allows you to do striping?* a. RAID 0 b. RAID 1 c. RAID 5 d. RAID 10

c. *RAID 5* RAID 5 is fault tolerant and allows for striping with parity (given you have three disks minimum to dedicate to the array). It's the parity information that makes it fault tolerant. RAID 0 is simply striping of data. It is not fault tolerant, meaning that it cannot recreate data after a failure or continue to function after a failure. RAID 1 is mirroring; it requires two disks and is fault tolerant. (An advanced version of RAID 1 is called disk duplexing when each hard drive in the mirror is connected to its own hard drive controller.) RAID 10 is a stripe of mirrors. It requires fours disks and is fault tolerant.

CAT: Using and Managing Windows *Upgrading which component of a host machine would most likely enable you to run more virtual machines simultaneously?* a. CPU b. Hard drive c. RAM d. Windows

c. *RAM* Adding more RAM will enable you to run more simultaneous VMs. Upgrading a hard drive could help, but it's not the best answer here.

CAT: Operational Procedures and Communications Methods *What is the most important component for building a virtualization workstation?* a. CPU b. Power supply c. RAM d. Large monitor

c. *RAM* Every virtual machine you run consumes a large share of RAM, so the more RAM you have, the more VMs you can run.

CAT: Using and Managing Windows *Which of the following utilities can be used to view the startup programs?* a. Ipconfig b. Ping c. Regedit d. DxDiag

c. *Regedit* Regedit can be used to view startup programs. This is the executable that opens the Registry Editor. A common place to find some of the startup programs is the path HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Run. There are several other subkeys, mostly within the CurrentVersion, that also house startup program information. On another, simpler note, you can also find out programs that run from Startup by going to Start > All Programs > Startup. Ipconfig shows the network configuration of all network adapters. Ping is used to test if other computers on the network can respond to TCP/IP packets of information, thus proving they are functional. DxDiag is used to analyze video cards and the version of DirectX that is running.

*Which of the following acts as a storage container for information that will be processed by the processor?* a. Data bus b. Address bus c. Registers d. Math co-processor

c. *Registers* Registers are storage areas for information to be processed by the processor. The data bus is the pathway to system memory, the address bus controls how much memory can be recognized by the processor, and the math co-processor performs many of the complicated mathematical operations.

*Where does Window store device drivers?* a. Computer b. Hardware c. Registry d. Drivers and Settings

c. *Registry* Windows store device drivers in the Registry.

CAT: Networking *Which of the following programs enable you to access and work on a remote computer from your local computer? (Select two.)* a. FTP b. Internet Connection Sharing c. Remote Desktop d. Telnet

c. *Remote Desktop* d. *Telnet* Both Telnet and Remote Desktop enable you to access and work on a remote computer. The latter is just prettier!

CAT: Laptop and Notebook Computers *What should you do first before shipping a user's laptop to the manufacturer for repair?* a. Remove the LCD b. Clean it thoroughly c. Remove the hard drive d. Remove the WLAN card

c. *Remove the hard drive* Remove the hard drive before releasing a computer to a third party. There could very well be confidential company data on the drive. Store the drive in a locking cabinet. Don't worry, the manufacturer of the laptop has plenty of hard drives to make it work! There is no need to remove the LCD or WLAN card because these do not contain confidential information. You could clean it if you want, but do you really have time for that?

CAT: Laptop and Notebook Computers *Jim likes his laptop but complains that his wireless seems slow compared to all the new laptops. On further inspection, you determine his laptop runs 802.11g. What can be done to improve his network connection speed?* a. Add more RAM. b. Replace the display with one with a better antenna. c. Replace the Mini-PCIe 802.11g card with an 802.11n card. d. Get a new laptop, because this one can't be upgraded.

c. *Replace the Mini-PCIe 802.11g card with an 802.11n card.* He can have the 802.11g NIC replaced with an 802.11n NIC.

CAT: Laptop and Notebook Computers *A co-worker notices that the battery light on a laptop is flashing when the laptop is in a docking station. Which of the following should you try first to fix the problem?* a. Replace the laptop battery b. Reinstall the operating system c. Reseat in the docking station d. Remove and reseat the battery

c. *Reseat in the docking station* You should first attempt reseating the laptop in the docking station; the laptop probably doesn't have a sturdy connection, resulting in a blinking battery light telling you the laptop is not charging properly (or at all). Do this before you attempt to reseat or replace the battery. This is a hardware issue; the operating system does not have an effect on the blinking battery light.

CAT: Printers *When the print queue is unresponsive, what should you do first?* a. Reboot the server. b. Reinstall the printer. c. Restart the spooler service. d. Redirect the printer to a remote print device.

c. *Restart the spooler service.* Restarting the print spooler service should fix problems with the print queue. If it does not, then you may have to restart the server.

CAT: Security *A privilege to perform an operating system task is known as what?* a. Permission b. Policy c. Right d. Firewall

c. *Right* A right gives you the privilege to perform an operating system task.

CAT: Installing and Upgrading Windows *To create a restore point in Windows 7, what must you do?* a. Run Disk Defragmenter from the MMC b. Run NTBackup from the Control Panel c. Run the System Restore program from the System Tools menu d. Run the Disk Cleanup program from the System Tools menu

c. *Run the System Restore program from the System Tools menu* System Restore is the tool used to create restore points. In Windows 7 it can be found in Start > All Programs > Accessories > System Tools. The disk defragmenter is used to fix hard drives that have become slow with fragmentation. NTBackup is the backup program included with Windows XP. Disk Cleanup removes unwanted junk from the system such as temporary files.

*Which type of memory module supports 32-bit data chunks?* a. DIMM b. Cache c. SIMM d. Video exam-u.com

c. *SIMM* 72-pin SIMM modules are 32-bit modules, but a DIMM is a 64-bit memory module. exam-u.com

CAT: Laptop and Notebook Computers *Which is the most common type of RAM architecture used by laptops?* a. DIMM b. RIMM c. SODIMM d. SDRAM

c. *SODIMM* SODIMM (small outline dual in-line memory module) is the most commonly used RAM by laptops. Regular DIMMs are normally used in desktop computers; some of those types include SDRAM, DDR, and RIMMs or RDRAM.

CAT: Laptop and Notebook Computers *What type of memory module is used in laptop systems today?* a. SRAM b. DIMM c. SODIMM d. SIMM

c. *SODIMM* Small Outline Dual Inline Memory Module (SODIMM) is the memory module type used in laptop systems today.

CAT: Networking *What is the most important piece of information needed to connect to a specific wireless network?* a. Channel b. MAC address c. SSID d. Administrator password

c. *SSID* The SSID is the most important piece of information required to connect to a wireless network; it is the name of the wireless network. The wireless channel number isn't necessarily needed; the wireless access point (WAP) might auto-negotiate the channel. Also, MAC address filtering is not enabled by default, so the MAC address might not be needed. (In fact, this would be entered by the admin at the wireless access point, not from the client computer.) The administrator password is needed only if you wanted to make configuration changes to the wireless access point. For example, if you wanted to implement MAC filtering, you would have to log in to the WAP with an admin password to configure it.

CAT: Laptop and Notebook Computers *A customer can barely hear sound from the speakers on her laptop. What should you do first?* a. Install a new sound driver b. Tap the speakers c. Search for a volume wheel/key d. Reinstall Windows

c. *Search for a volume wheel/key* Sometimes, the volume wheel on older laptops can be hard to find and could be in the lowest position (which might still make a slight audible noise). On newer laptops the volume is usually controlled by pressing the Fn key and the volume up or volume down key simultaneously. Installing a new sound driver isn't necessary yet. Always check the physical volume first, and then check if the volume is low or the sound is muted in Windows. Tapping the speakers is an interesting idea, but it has no place in this discussion. If a speaker is loose, it will often make scratchy noises; however, speakers rarely become loose on today's laptops. Reinstalling Windows is the last thing you want to do. Check the simple solutions when troubleshooting problems such as no audio or video.

CAT: Customized PCs and Multimedia Devices *Which type of flash memory card is currently the most popular?* a. CompactFlash b. Memory Stick c. Secure Digital d. SmartMedia

c. *Secure Digital* Secure Digital cards are the current kings of the marketplace.

CAT: Installing and Upgrading Windows *You are setting up auditing on a Windows Vista Business computer. If it's set up properly, which log should have entries?* a. Application log b. System log c. Security log d. Maintenance log

c. *Security log* After Auditing is turned on and specific resources are configured for auditing, you need to check the Event Viewer's Security log for the entries. These could be successful logons or misfired attempts at deleting files; there are literally hundreds of options. The Application log contains errors, warnings, and informational entries about applications. The System log deals with drivers and system files and so on. A system maintenance log can be used to record routine maintenance procedures; it is not something that is included in Windows.

CAT: Installing and Upgrading Windows *Which term describes a combination of many updates and fixes?* a. Hot fix b. Hot pack c. Service pack d. Service release

c. *Service pack* A service pack is a combination of many updates and fixes.

CAT: Security *If a person takes control of a session between a server and a client, it is known as which type of attack?* a. DDoS b. Smurf c. Session hijacking d. Malicious software

c. *Session hijacking* Session hijacking is when an unwanted mediator takes control of the session between a client and a server (for example, an FTP or HTTP session). DDoS is a distributed denial-of-service attack, an attack perpetuated by hundreds or thousands of computers in an effort to take down a single server; the computers are often unknowingly part of a botnet. A Smurf attack is a type of denial-of-service attack that relies on the use of many ping echoes. Malicious software is any compromising code or software that can damage a computer's files; examples include viruses, spyware, and Trojans.

*Your manager is worried that someone will be able to start up any of the computers and view confidential information. What could you do to ensure that anyone starting the computer is supposed to be using that system?* a. Lock the computer case. b. Set file-share permissions on the files that are confidential. c. Set a power-on password in CMOS. d. Use NTFS permissions to protect the files from unauthorized access.

c. *Set a power-on password in CMOS.* Choice C is the best answer to ensure that only authorized individuals are powering on the system. In order to use the system, someone will need to type the CMOS password. This password is not dependent upon any particular operating system because you are setting a hardware-level password.

CAT: Using and Managing Windows *Which of the following can be used to associate file extensions with an application? Choose all that apply.* a. attrib.exe b. assoc.exe c. Shift+right-click and choose Open With. d. Choose Tools⇒Folder Options⇒Associate tab.

c. *Shift+right-click and choose Open With.* attrib.exe is used to change file attributes and not file associations. assoc.exe does not exist, and the correct path on a Windows XP computer is Tools⇒Folder Options⇒File Types.

CAT: Operational Procedures and Communications Methods *After removing malware/spyware from a customer's PC for the third time, what should you do?* a. Tell him you can't fix the system again. b. Do nothing; the customer pays every time. c. Show him how to avoid the problem. d. Change his user permissions.

c. *Show him how to avoid the problem.* Teach the user how to avoid this problem. The customer will then be more likely to come back to you with other computer problems. 'Nuff said.

*Which of the following is an advantage of a domain-based network over a workgroup-based network?* a. Ease of administration b. Cheaper c. Single sign-on d. Faster to implement

c. *Single sign-on* Domain-based networks enable single sign-on.

CAT: Using and Managing Windows *What do you make when you save a copy of a VM?* a. Replacement b. Save c. Snapshot d. Zip

c. *Snapshot* A copy or saved version of a VM is called a snapshot.

CAT: I/O and Input Ports and Devices *A customer plugs in a new USB barcode reader and the computer recognizes it, but the reader is unable to work properly. What is the most likely reason?* a. Faulty USB cable. b. The operating system needs to be updated. c. Software drivers need to be updated. d. Too many USB devices are plugged in.

c. *Software drivers need to be updated.* Though USB is famous for recognizing devices and installing drivers automatically, it doesn't work perfectly all the time. In the instance of barcode readers, you will often have to download the latest driver from the manufacturer's website. That is the best answer, though an OS update might find a compatible driver. With peripherals such as these, it is all the more important to get the driver from the creator of the device. If the computer was able to recognize the device, you can rule out faulty USB cables or too many USB devices being plugged in. Let's face it—at 127 devices maximum, it's tough to have too many USB devices!

CAT: Security *Which of the following can help protect your computer from inbound and outbound attacks?* a. Gateway b. Router c. Software firewall d. Hub

c. *Software firewall* A software firewall is a program that examines data packets on a network to determine whether to forward them to their destination or block them. Firewalls can be used to protect against inbound threats only (one-way firewall) or against both unauthorized inbound and outbound traffic.

CAT: Printers *James is a LAN administrator in charge of printers. Which of the following should he check first if a Windows user is trying to print a document and gets the error message "Print sub-system not available"?* a. Correct printer driver is installed. b. Printer has been added. c. Spooler service is running. d. Printer has power from the jack.

c. *Spooler service is running.* If a "print sub-system not available" message or similar message appears, it most likely means the spooler has stalled. This can be turned back on within the Services section of Computer Management or by issuing the command net start spooler in the Command Prompt. If the wrong printer driver was installed, either the user would get a message stating that the printer is not available or the document would print but the information would be garbled. If the printer has not been added, the user would not be able to print any documents to any printers, and therefore should not get an error message. If the printer is not getting power, the user would most likely get a message stating that the printer is not available.

CAT: Security *What type of malicious software monitors your Internet activity?* a. Adware b. Worm c. Spyware d. Trojans

c. *Spyware* Spyware is the type of malicious software that monitors Internet activity.

*Martin bought a new motherboard to replace his older ATX motherboard. As he left the shop, the tech on duty called after him, "Check your standouts!" What could the tech have meant?* a. Standouts are the connectors on the motherboard for the front panel buttons, such as on/off switch and reset button. b. Standouts are the metal edges on some cases that aren't rolled. c. Standouts are the metal connectors that attached the motherboard to the case. d. Standouts are the dongles that enable a motherboard to support more than four USB ports.

c. *Standouts are the metal connectors that attached the motherboard to the case.* Standouts are the metal connectors that attached the motherboard to the case.

CAT: BIOS *You work in an Internet cafe that has publicly used desktop computers. The computers need to be accessible by anyone. Which type of password should you set in the BIOS?* a. User b. Administrator c. Supervisor d. Guest

c. *Supervisor* The BIOS has several password types, including user and supervisor. The supervisor password is the password needed to actually access the BIOS. The user password is what acts as a safeguard from anyone getting into the operating system. Because these computers can be used by anyone, the user password is not necessary. However, the supervisor password is important to thwart end users from accessing the BIOS (and possibly changing important settings such as the boot sequence). Administrator is an account type in the operating system, as is guest. The computers' operating systems should be configured for guests. This means enabling the guest account and setting that one as the default login. This way, users won't have the ability to install programs or make changes on the computer. However, you should still set a complex password on those computers and change it every month or sooner.

CAT: Power Supplies and System Cooling *Which of the following properties of a heat sink has the greatest effect on heat dissipation?* a. Connection type b. Shape c. Surface area d. Proximity to the power supply

c. *Surface area* It's the surface area of the heat sink that has the greatest effect on heat dispersion. The more solid the bond between the heat sink and CPU cap, the better the transition of heat out of the CPU. To aid in this, thermal compound must be used.

CAT: Power Supplies and System Cooling *Which type of device uses an MOV to protect equipment?* a. Power strip b. Power supply c. Surge suppressor d. Multimeter

c. *Surge suppressor* A surge suppressor (or surge protector) uses metal-oxide varistors (MOVs) to protect against surges and spikes. They protect each outlet and port on the device, but they do not last forever. Most manufacturers recommend that after several years of use you replace them. Power strips do not have these and do not protect against surges and spikes, though the device might have trip functionality and have to be reset in the case of an electrical problem. Power supplies are located within the computer; they do not have MOVs. A multimeter is used to test outlets and wires. An MOV can also be tested by a multimeter by testing its resistance.

CAT: Networking *What device connects multiple computers together in a LAN?* a. Modem b. Router c. Switch d. Firewall

c. *Switch* A switch connects computers together in a local area network (LAN). In SOHO networks, it is usually a part of a multifunction network device. In larger networks, the switch is an individual device that has 12, 24, 48, or 96 ports. A modem connects a PC to the Internet by way of a dial-up connection over a plain old telephone service (POTS) line. A router connects one network to another. Though a SOHO multifunction device is often referred to as a router, it's not the router portion of that device that connects the computers together in the LAN. A firewall protects all the computers on the LAN from intrusion.

CAT: Using and Managing Windows *What tool manages your virtual memory settings?* a. Memory Control Panel b. setver command c. System Control Panel d. mem command

c. *System Control Panel* Virtual memory settings are managed through the System Control Panel.

CAT: Using and Managing Windows *Which of the following is the best Windows 7 utility to back up important system files without requiring external storage?* a. NTbackup b. Task Manger c. System Protection d. Xcopy

c. *System Protection* System Protection is a feature that creates and saves data about the computer's system files and settings. It does this by creating restore points. External storage is not necessary for these; they are automatically stored in the system volume. NTbackup is the Windows XP backup program. The Task Manager is used to view system performance, stop services, and kill processes. Xcopy is used to copy entire directory trees.

CAT: RAM *Which tool in Windows enables a user to easily see how much memory a particular process uses?* a. System Information Tool b. Registry c. Task Manager d. Performance Console

c. *Task Manager* The Task Manager enables a user to see the amount of memory and % of processing power a particular process uses in real-time. This can be done on the Processes tab. System Information gives you information about the hardware and software of the computer, but it is static (text only) and doesn't change in real-time. The registry stores all of the settings of Windows and is modified with the Registry Editor. Performance Console can graph the performance of the different components in the computer and, if configured properly, can do the same thing as the Task Manager in this scenario, but not as easily.

CAT: Operational Procedures and Communications Methods *While you are upgrading a customer's server hard drives, you notice looped network cables lying all over the server room floor. What should you do?* a. Ignore the problem. b. Call the building supervisor. c. Tell the customer about safer alternatives. d. Notify the administrator.

c. *Tell the customer about safer alternatives.* You need to explain to the customer that there is a safer way. Cable management is very important when it comes to the safety of employees. Trip hazards such as incorrectly routed network cables can have devastating effects on a person. Never ignore the problem. It is not your place to notify the building supervisor or administrator because this is not your company. However, you might opt to tell your manager about the event. A wise consulting company wants to protect its employees and should want to know of potential hazards at customer locations.

CAT: Operational Procedures and Communications Methods *While you are working on a computer at a customer's home, the customer informs you that he needs to leave for about 10 minutes and that his 8-year-old son can help you with anything if you need it. What should you do?* a. Tell the customer to get back home as soon as possible. b. Tell the customer that you are not responsible for the child. c. Tell the customer that an adult must be home while you work. d. Tell the customer that the child must be removed.

c. *Tell the customer that an adult must be home while you work.* Whenever you're working in someone's home, make sure that there is an adult available. It is not your responsibility to watch over children, nor should any company agree to have its consultants do this. If the person insists on leaving, and you can pack up your things before he goes, do so, and then call your supervisor to inform her of the event.

CAT: Operational Procedures and Communications Methods *You are fixing a customer's PC when a very important customer calls about a server problem. What should you do?* a. Stop troubleshooting the PC and find out what the problem is. b. Tell the current customer that you have to leave. c. Tell the other customer that someone will get back to them shortly. d. Hang up the phone; you shouldn't allow interruptions.

c. *Tell the other customer that someone will get back to them shortly.* Tell the second customer that someone will get back to them shortly. If you cannot complete your current job quickly, then call your supervisor to have another technician sent to the second customer. Don't stop to find out exactly what the second customer's problem is; stay focused on the current job, and definitely don't leave the current customer, regardless of who is calling you. Every customer is important. You really shouldn't allow interruptions, but if you were to answer the phone, don't just hang up! Tell the person you or someone else will get back to them shortly.

CAT: Technician Essentials and PC Anatomy 101 *What factors affect the storage life of computer media? (Choose two.)* a. Media length b. Age of facility c. Temperature d. Humidity

c. *Temperature* d. *Humidity* Media's storage life is greatly influenced by its storage environment, which ideally will be cool, dry, properly lit for archival purposes, and free of EMI sources.

CAT: Motherboards and Processors *You have selected a motherboard for your new audio workstation. You have opened the computer case and are ready to install. What are the first and last things you should do? (Select the two best answers.)* a. Select a motherboard b. Install the CPU c. Test the motherboard d. Put on an antistatic strap e. Connect the main power cable

c. *Test the motherboard* d. *Put on an antistatic strap* The first thing you should do is put on your antistatic strap. The last thing you should do is test the motherboard. Always remember to test! You already selected the motherboard. Technically, installing the CPU isn't really part of the motherboard installation process. But you can't really test the motherboard without it. Either way, the CPU would be installed before testing. Cables need to be connected during the installation and prior to testing. But anything that deals with power or circuit boards should not be touched unless you are wearing an antistatic strap.

CAT: Technician Essentials and PC Anatomy 101 *Once you have developed a theory of what has caused the problem, what should you do?* a. Prepare the machine to be taken back to the workbench. b. Accuse the user of being an idiot for causing the problem. c. Test the theory to determine cause. d. Escalate the problem.

c. *Test the theory to determine cause.* Once you think you know the cause, test your theory.

CAT: Video Displays and Video Cards *A client calls complaining that his new LCD monitor is flickering. What is most likely the problem?* a. The refresh rate is set too high. b. The refresh rate is set too low. c. The CCFL backlight is failing. d. The LED backlight is failing.

c. *The CCFL backlight is failing.* LCD monitors have a fixed refresh rate, so the most likely cause here is that the CCFL backlight is failing. LED backlights don't flicker.

CAT: Networking *The IP address of Davidprowse.com is 63.25.148.73. You can ping the IP address 63.25.148.73 but cannot ping Davidprowse.com. What is the most likely cause?* a. Davidprowse.com is down. b. The DHCP server is down. c. The DNS server is down. d. THE ADDS server is down.

c. *The DNS server is down.* The purpose of a DNS server is to resolve (convert) hostnames and domain names to the IP address. Computers normally communicate via IP address, but it is easier for humans to type in names. If Davidprowse.com is down, you cannot ping the corresponding IP address at all. As to the incorrect answers: If the DHCP server is down, your workstation will probably not have an IP on the network and again will not ping the corresponding IP address. ADDS is Active Directory Directory Services, meaning a domain controller, which doesn't have much to do with this, except that in many smaller companies, the domain controller and DNS server are one and the same.

CAT: Troubleshooting and Maintaining Windows *You just noticed that your ntbootdd.sys file is missing from your computer. What is the ntbootdd.sys file?* a. Text configuration information for your Windows XP system b. The boot loader c. The SCSI driver for your SCSI adapter if the BIOS is disabled on the adapter d. The boot menu configuration file

c. *The SCSI driver for your SCSI adapter if the BIOS is disabled on the adapter* The ntbootdd.sys file contains the SCSI driver for your SCSI adapter if the BIOS on the adapter has been disabled.

CAT: I/O and Input Ports an Devices *What happens if you cable a PATA hard drive incorrectly?* a. You can destroy that hard drive. b. The data will be erased, but the hard drive will be okay. c. The system will not be able to communicate with that hard drive. d. Nothing. It doesn't matter how the cable is set up; it doesn't have the seven-wire twist.

c. *The system will not be able to communicate with that hard drive.* Nothing will be damaged or lost—there just won't be any communication.

CAT: Installing and Upgrading Windows *What is the main advantage of selecting a 64-bit operating system over a 32-bit operating system?* a. The ability to use software-based data execution prevention (DEP) b. The ability to use unsigned drivers c. The ability to access more than 4 GB of RAM d. The ability to run multiple 16-bit programs in separate memory spaces

c. *The ability to access more than 4 GB of RAM* If you want to access more than 4 GB of RAM, you will need a 64-bit operating system. 32-bit OSes are limited to 4 GB of RAM, and in some cases 3.25 GB. Many computers today, especially custom computers such as virtualization systems and gaming computers, require more than 4 GB of RAM so a 64-bit operating system is the only choice. Data Execution Prevention (DEP) is a security feature in today's operating systems; it stops a program from executing code in a forbidden area of memory. Most of today's 32-bit or 64-bit systems offer this. Unsigned drivers are based on the operating system itself; whether that particular OS is 32-bit or 64-bit will not be a factor. You must be an administrator to allow the use of unsigned drivers. 32-bit operating systems can run older 16-bit programs, but 64-bit operating systems will have problems running 16-bit programs even in compatibility mode.

*The computer constantly prompts for the date and time. What does this indicate?* a. The date and time are wrong. b. The time has fallen back by one hour. c. The battery on the motherboard is losing its charge. d. The time has increased by one hour.

c. *The battery on the motherboard is losing its charge.* The CMOS configuration information is stored in CMOS RAM. This special RAM chip maintains its information by using a small battery on the system board. If the battery loses its charge, the CMOS RAM is flushed out, meaning that it will prompt you for the information such as the date and time as the system boots up.

CAT: Security *Which of the following symptoms is an indication that an operating system has been compromised by malware?* a. The computer intermittently show a blue screen. b. The screen is dimmer than usual. c. The browser has been redirected away from the default. d. When you type certain keys, you see numbers instead of the expected letters.

c. *The browser has been redirected away from the default.* If the browser has been redirected away from the default website that is configured, you can bet that some type of malware has compromised the system, most likely a virus. If the computer shows a blue screen once in a while, it could mean that a driver or hardware is failing, causing a stop error. If the screen is dimmer than usual, especially on a laptop, it could mean that the system is running in battery mode. If you type certain keys and see numbers instead of expected letters, it probably means that you are working on a laptop and the Number Lock is on.

CAT: I/O and Input Ports and Devices *What happens to bus speed and power usage when you plug multiple devices into a USB hub?* a. The bus speed stays constant, but power usage increases. b. The bus speed increases because each device brings a little burst; power usage increases. c. The bus speed decreases because all devices share the same total bandwidth; power usage increases. d. The bus speed decreases because all devices share the same total bandwidth; power usage decreases.

c. *The bus speed decreases because all devices share the same total bandwidth; power usage increases.* The bus speed decreases because all devices share the same total bandwidth; power usage increases.

CAT: Storage Devices *You plug in an external hard drive. A message appears in Windows that says the device can perform faster. What could cause this message?* a. The computer has USB 3.0 ports. b. The external hard drive is using USB 2.0. c. The computer has USB 2.0 ports. d. The external hard drive is using FireWire.

c. *The computer has USB 2.0 ports.* This message appears when a device is connected to a USB port; Windows notifies you that the device can run faster than it currently is. It's possible that the external hard drive is compatible with USB 3.0, but the system is not capable of USB 3.0 speeds (5.0 Gbps). In some cases, Windows can't run at those speeds without a driver update or other upgrade software-wise. If the external hard drive was a USB 2.0 device, the message wouldn't appear because everything already runs at USB 2.0 speed. If the drive was FireWire (IEEE 1394), USB wouldn't even be a concern; they are completely different standards and ports. A drive plugged into a FireWire port wouldn't get the message listed in the question.

CAT: Using and Managing Windows *Which of the following will occur if %temp% is executed from Run?* a. Applications located in the %temp% folder will be executed. b. The operating system's temporary folder will be open. c. The current user temporary folder will be open. d. Applications will be deleted in the %temp% folder.

c. *The current user temporary folder will be open.* Typing %temp% in the Run prompt will display a folder with the current user's temporary files. For example, in Windows 7 this would show the C:\Users\%username%\AppData\Local\Temp folder. Nothing will be added or changed. Simply the folder will be displayed in a Windows Explorer window. The operating system's temporary folder is located at C:\Windows\Temp.

CAT: Video Displays and Video Cards *What is an LCD display's contrast ratio defined as?* a. Power consumption b. Display resolution and brightness c. The darkest and lightest outputs d. Power savings

c. *The darkest and lightest outputs* LCD contrast ratio is the brightness of the brightest color (measured as white) compared to the darkest color (measured as black). Static contrast ratio measurements are static; this done as a test with a checkerboard pattern. But there is also the dynamic contrast ratio, a newer technology in LCD displays that adjusts dynamically during darker scenes in an attempt to give better black levels. It usually has a higher ratio, but it should be noted that there isn't any real uniform standard for measuring contrast ratio.

CAT: Troubleshooting and Maintaining Windows *A customer's Device Manager shows an arrow pointing down over one of the devices. What does this tell you?* a. The device's driver has not been installed. b. The device is not recognized. c. The device is disabled. d. The device is in queue to be deleted.

c. *The device is disabled.* The arrow pointing down tells you that the device is disabled in Windows 7 and Vista. In Windows XP it is indicated with a red X. In many cases, it can easily be enabled by right-clicking it and selecting Enable. If the driver had not been installed, the device would most likely be sitting in a category called Unknown Devices. If the device is not even recognized by Windows, it will not show up on the list or will show up under Unknown Devices. There is no queue to be deleted.

*Which of the following are placed in Socket A? (Select all that apply.)* 1. Pentium III 2. Athlon XP 3. Celeron 4. Pentium 4 5. Duron 6. Itanium a. 1, 3 b. 1, 4 c. 2, 4 d. 2, 5

d. *2, 5* AMD Athlon, Athlon XP, and the Duron chip are placed in Socket A.

CAT: Troubleshooting and Maintaining Windows *Ray's computer is running Windows. In the Device Manager, you notice that the NIC has a black exclamation point. What does this tell you?* a. The device is disabled. b. The device isn't on the hardware compatibility list. c. The device is malfunctioning. d. The device is infected with malware.

c. *The device is malfunctioning.* A black exclamation point on a yellow field tells you that the device is in a problem state and is probably malfunctioning. The device might need to be replaced or reseated, or the firmware might need to be upgraded. (This can be displayed as a yellow exclamation point in Windows XP.) If the device was disabled, it would show an arrow pointing down (Windows 7/Vista) or a red X (Windows XP). The device might not be on the HCL, but the Device Manager doesn't have an icon to tell you that specifically. Also, the Device Manager won't tell you if a system is infected with malware. Individual devices generally don't get infected with malware anyway; normally the operating system does.

CAT: Storage Devices *A user's hard drive seems very slow in its reaction time when opening applications. What could be causing this?* a. The drive needs to be initialized. b. The temporary files need to be deleted. c. The drive is fragmented. d. The drive's SATA data connector is loose.

c. *The drive is fragmented.* The drive is fragmented. This is why it is very slow in its reaction time. It's also possible that the OS is infected with a virus. You should analyze and defragment the drive and run an AV sweep of the system. If a drive is not seen by Windows, it might have to be initialized; this can happen when you add a second drive to a system that already has Windows installed. Surplus temporary files might slow down the login process but shouldn't slow the hard drive when opening applications. They can be removed with the Disk Cleanup program or with third-party applications. If the hard drive's SATA data connector were loose, the drive should not be able to access applications. In fact, you would probably get a message that says "Missing OS" or something to that effect.

CAT: Networking *Which of the following settings must be established if you want to make a secure wireless connection? (Select all that apply.)* a. The brand of access point b. The wireless standard used c. The encryption standard used d. The SSID of the access point

c. *The encryption standard used* d. *The SSID of the access point* To make a secure connection, you first need to know the service set identifier (SSID) of the AP and then the encryption being used (for example, WEP or WPA). The SSID takes care of the "connection" portion, and the encryption takes care of the "secure" portion. After all computers are connected, consider disabling the SSID for increased security. Knowing the wireless standard being used can help you verify whether your computer is compatible (802.11n or g), but the brand of access point isn't really helpful.

*What function does the external data bus have in the PC?* a. The external data bus determines the clock speed for the CPU. b. The CPU uses the external data bus to address RAM. c. The external data bus provides a channel for the flow of data and commands between the CPU and RAM. d. The CPU uses the external data bus to access registers.

c. *The external data bus provides a channel for the flow of data and commands between the CPU and RAM.*

CAT: Using and Managing Windows *When you copy an NTFS compressed file to a FAT32 partition, what happens to the file?* a. The copy action is denied. b. The file is copied but remains compressed, so it is unreadable. c. The file is copied but becomes uncompressed. d. The file can be copied only if the FAT32 partition has been compressed with DriveSpace compression.

c. *The file is copied but becomes uncompressed.* Compressed files copied from NTFS volumes to any other type of disk will become uncompressed. If they are copied to other NTFS volumes, they will inherit the compression attribute from the destination folder.

CAT: Laptop and Notebook Computers * Rafael gets a tech call from a user with a brand new laptop complaining that working on it was causing headaches. What could the problem be?* a. The laptop uses a plasma display. b. The laptop uses a CRT display. c. The laptop uses an LED display in power saving mode. d. The laptop uses an LED display in full power mode.

c. *The laptop uses an LED display in power saving mode.* Flicker is a side effect of dimming on some lower-end LED monitors.

*Which of the following best describers a Baby AT motherboard?* a. Uses slot 1 b. Runs at 100 MHz c. The only I/O port is keyboard port on the back d. Incorporates AGP exam-u.com

c. *The only I/O port is keyboard port on the back* The Baby AT motherboard uses a DIN connector as the keyboard connector and is the only I/O port found on the Baby AT and the full AT motherboards. Both slot 1, which is the processor slot for Pentium II processors, and the AGP slot that is used by video cards, exists on the ATX board. exam-u.com

*Which of the following best describes superscalar design?* a. The processor is designed using only 3.1 transistors. b. The processor predicts the next few instructions to be executed and then determines the optimal order for the execution of these instructions. c. The processor has two instruction pipelines, which enables multiple instructions to execute at the same time. d. The processor works twice as fast as the motherboard.

c. *The processor has two instruction pipelines, which enables multiple instructions to execute at the same time.* Superscalar design is the idea that the processor has more than one instruction pipeline to process application code. Choice B describes a feature called dynamic execution, and choice D describes a clock double chip.

CAT: Networking *You are called to an office that had a gigabit Ethernet LAN installed six months ago. Everything was fine until a week ago. A few customers at the office report that the speed of the Internet has drastically decreased since a recent network hardware refresh by another technician. What could be attributed to the problem?* a. The DHCP server is not working correctly. b. The firewall was not turned back on. c. The switches are configured for 100 Mbps. d. The cellular repeater installed is interfering with the network speed.

c. *The switches are configured for 100 Mbps.* The switches could have been inadvertently reconfigured to 100 Mbps speed during the recent network hardware refresh. Since the LAN is supposed to be a gigabit Ethernet network, it should be running at 1000 Mbps (1 Gbps). If the network speed is reduced down to 10%, everything will look slower to the customer. The switches should be reconfigured for 1000 Mbps at full-duplex mode if possible. DHCP servers don't have anything to do with the speed of the network or speed of Internet connections. Neither does the firewall. In fact, if the firewall was off, network performance would probably increase when connecting to the Internet, though it would be quite insecure. Nowhere in the scenario is a cellular repeater mentioned. Regardless, a cellular repeater would not interfere with a wireless LAN and definitely wouldn't interfere with a wired Ethernet network.

CAT: Networking *Your organization relies heavily on its server farm for resources and is less reliant on the client computers. Which type of client computer does the organization most likely use?* a. Virtualization workstation b. Client/Server c. Thin client d. Thick client

c. *Thin client* In this scenario, the organization probably has thin-client computers for its users. These have operating systems that are embedded in flash memory, and the rest of the information they require comes from a server. Thin clients normally have no hard drive; this is why they are referred to as diskless workstations. Virtualization workstations definitely need a hard drive and require lots of other resources; they are not as dependent on servers. Client/server is a type of networking organizational technique. However, thin clients will often log in to a server. Thick clients are for the most part PCs, the typical desktop computer.

*Where do you connect an anti-static wrist strap? (Select the best answer.)* a. To an anti-static plate on the computer b. To an electrical outlet c. To a handy metal part of the case d. To a non-static wrist strap

c. *To a handy metal part of the case* Connect an anti-static wrist strap to any handy metal part of the computer. The metal plate, by the way, is the section on the strap where you connect the cable from the PC.

CAT: Printers *What is the purpose of the negative charge on the print drum of a laser printer?* a. To attract the toner to every area of the drum b. To attract the toner to the areas of the drum that have a stronger negative charge c. To attract the toner to the areas of the drum that have a weaker negative charge d. To attract the positively charged paper to the print drum

c. *To attract the toner to the areas of the drum that have a weaker negative charge* The print drum is charged with an initial -600V charge. The laser writes the image onto the print drum by weakening the charge to -100V in areas that create the image. This causes the toner to attract to the -100V areas because the toner is approximately -600V — and opposites attract!

CAT: Motherboards and Processors *What is the primary purpose of the processor?* a. To convert digital signals into analog signals b. To process signals so that they can be displayed on your monitor c. To carry out instructions from the operating system d. To convert 16-bi data into 8- or 32-bit data exam-u.com

c. *To carry out instructions from the operating system* Processors carry out instructions that they receive from the operating system. exam-u.com

CAT: Troubleshooting and Maintaining Windows *What is the purpose of a network card loopback plug?* a. To return signals from your network card back to your computer to verify accuracy and pin configuration of network cable b. To allow use of 127.0.0.1 TCP/IP address range c. To eliminate network error messages from the operating system d. To capture network traffic for future analysis

c. *To eliminate network error messages from the operating system* Network loopback plugs are used to reduce error messages related to unplugged network cables.

CAT: Operational Procedures and Communications Methods *A customer is worried about intermittent blackouts, especially in the summer when there are lighting storms. The customer wants to protect his server from shutting down without warning. What should you propose to the customer?* a. To install a line conditioner b. To install a new electrical panel c. To install a UPS d. To install a gas generator

c. *To install a UPS* You should propose the installation of an uninterruptible power supply (UPS). In the case of a blackout, the UPS provides temporary power to the server and can also be programmed to signal the server to shut down gracefully. Line conditioners help even out dirty, fluctuating power. A new electrical panel would be a great expense, and still wouldn't help with blackouts! A gas generator is used to supply power for a longer term than a UPS. It probably won't turn on in time to stop the server from shutting down without warning. Also, it can be a much more expensive investment.

CAT: Customized PCs and Multimedia Devices *Why do some computers share RAM with the video card?* a. To make the computer faster b. To make the computer run more quietly c. To lower cost d. To reduce temperature

c. *To lower cost* By sharing the RAM, motherboards can have integrated video cards, thus making for a cheaper system in general. This will not be satisfactory if you need to design a custom PC such as a gaming PC or a CAD/CAM workstation, but it will work just fine if you are building a PC that will have the primary function of accessing the Internet. To make the computer run faster, upgrade the CPU and possibly the hard drive. To make the computer run quieter, install quieter fans and solid-state drives and consider a quieter case. To reduce temperature, install more case fans and RAM heat sinks or consider a liquid cooling system.

CAT: Troubleshooting and Maintaining Windows *Why would you use an extension magnet?* a. To erase magnetic media in a drive b. To suspend floppy drives inside metal cases c. To pick up dropped metal objects d. To remove Molex filings from inside of the connector

c. *To pick up dropped metal objects* Extension magnets are used to pick up dropped metal items.

CAT: Security *A co-worker downloads a game that ends up stealing information from the computer system. What is this?* a. Worm b. Spam c. Trojan d. Spyware

c. *Trojan* A Trojan is a disguised program that is used to gain access to a computer and either steal information or take control of the computer. A worm is code that infects a system and self-replicates to other systems. Spam is the abuse of e-mail and the bane of mankind. Spyware is software unwittingly downloaded from the Internet that tracks a user's actions while surfing the Web.

CAT: Troubleshooting and Maintaining Windows *You get a tech call from a distraught Windows XP user who can't get into Windows. He says he has a Recovery CD from the manufacturer and plans to run it. What would you suggest?* a. Run the Recovery CD to restore the system. b. Run the Recovery CD to return the system to the factory-installed state. c. Try to get the computer to boot into Safe Mode. d. Reinstall Windows by using a Windows XP disc.

c. *Try to get the computer to boot into Safe Mode.* Always try Safe Mode before doing anything like running a Recovery CD from the manufacturer.

CAT: Motherboards and Processors *Which PC Card slot can manage all the various PC Cards?* a. Type I b. Type II c. Type III d. Type IV

c. *Type III* The Type III PC Card slot can handle Type I, Type II, or Type III PC Cards, also referred to as PCMCIA cards. Type I cards are often flash memory cards. Type II cards might be network adapters or modems. Type III cards are usually hard drives. Type IV cards can support all of the devices mentioned as well. They are bigger than Type III cards: 16 mm as opposed to 10.5 mm thick. PC Cards generally max out at 133 MB/s. A faster solution for laptops, the ExpressCard can go as fast as 250 MB/s, if used in PCI Express mode.

CAT: Operational Procedures and Communications Methods *You are working on a very old printer, and it starts to smoke. What should you do?* a. Turn off the printer. b. Call 911. c. Unplug the printer. d. Call maintenance. e. Tell the printer it is bad to smoke.

c. *Unplug the printer.* Turning the printer off might not be enough. It might be seriously malfunctioning, so pull the plug. Dialing 911 is not necessary unless a fire has started. Wait at least 15 minutes before opening the printer to see what caused the smoke. Printer power supplies can fail just like a PC's power supply can. In fact, a laser printer power supply does more work because it needs to convert for high voltages in the 600 V range. If you have a maintenance contract with a printer company, and the printer is under warranty or contained in the service contract, you could call the maintenance company to fix the problem. Be ready to give a detailed account of exactly what happened. You could tell the printer that it is bad to smoke, but that would be belligerent and would probably show that you have been working too hard.

CAT: Customized PCs and Multimedia Devices *If you get a Code 1 message about a particular device in the Device Manager, what should you do?* a. Close applications and install RAM b. Disable the device c. Update the driver d. Reinstall the driver

c. *Update the driver* A Code 1 message means that a device is not configured correctly. Usually this means that the driver should be updated. Another common code, Code 10, means the device cannot start; again, the solution is usually to update the driver. More information on Device Manager codes can be found at the following link: http://support.microsoft.com/kb/943104. Closing an application won't affect the conditions of a device in the Device Manager. Disabling the device is a neat way of sweeping the problem under the rug. One of the keys to a properly running computer is a clean Device Manger, free of all exclamation points, question marks, and down arrows. Reinstalling the same driver will not fix the problem; it will just maintain the status quo, and you'll be left to troubleshoot further.

CAT: Storage Devices *You installed an SSD in a new Window 7 system and its performance is no faster than the hard disk it replaced. Which of the following steps should you perform to improve performance? (Choose all that apply.)* a. Configure SATA port for IDE mode. b. Install new drivers in Windows. c. Upgrade drive to newest firmware version. d. Use tweaking utility for SSD drives.

c. *Upgrade drive to newest firmware version.* d. *Use tweaking utility for SSD drives.* SSD drives don't require different drivers in Windows. IDE mode disables NCQ, TRIM, and other advanced features not supported by PATA drives. Firmware updates are essential to enabling SSD drives to run as fast as possible, and a tweaking utility for Windows help ensure best performance.

CAT: I/O and Input Ports and Devices * A customer reports to you that a newly issued smartcard does not work in a laptop. You try your smartcard in the laptop, and it works without any problems. What will most likely fix the problem?* a. Perform a BIOS flash b. Reinstall the OS c. Upgrade the smartcard reader firmware d. Replace the smartcard reader

c. *Upgrade the smartcard reader firmware* First, try upgrading the smartcard reader firmware. A smartcard is an intelligent card that authenticates a user. Newer smartcards with more intelligence are constantly being developed. These newer cards might not be readable by a smartcard reader until it is updated. In rarer cases you might have to replace the smartcard reader. A BIOS flash should be necessary only if the smartcard reader is not recognized. Reinstalling the OS should be avoided at all costs, but it might be necessary if the laptop has a very old version of Windows.

CAT: Customized PCs and Multimedia Devices *You want to use an existing system for home theater, but it lacks a TV tuner. Which of the following methods is the best way to add this capability?* a. Replace motherboard with a model that includes an integrated TV tuner. b. Install new video card with a model that has integrated TV tuner. c. Use an existing USB port or expansion slot to add a TV tuner. d. Replace the computer.

c. *Use an existing USB port or expansion slot to add a TV tuner.* You can add a TV tuner via a USB 2.0 or faster port by adding a card.

CAT: Using and Managing Windows *How can you preemptively multitask 16-bit Windows applications when using Windows XP?* a. Right-click the application icon and choose Launch in Separate Memory Space. b. Choose Start⇒Run, use the Browse button to locate the application, and then select the Start in Separate Memory Space check box. c. Use start /separate <application> in a command prompt. d. This cannot be done.

c. *Use start /separate <application> in a command prompt.* Using the start command allows you to run applications in separate memory spaces.

CAT: Operational Procedures and Communications Methods *You are sent out on a tech call. You arrive at the client's desk. He seems to know what the problem is during the interview. Which of the following should you not do during the interview?* a. Use clear, concise statements. b. Allow the customer to complete statements. c. Use tech jargon to make you look smarter. d. Listen to the customer until he is finished.

c. *Use tech jargon to make you look smarter.* Avoid using jargon, abbreviations, and acronyms. Explain what you mean in plain language. Remember, if you can't explain a problem or solution in everyday language, you don't understand it either.

CAT: Printers *A co-worker needs to print to a printer from a laptop running Windows 7. The printer has a USB and an Ethernet connector. What is the easiest way to connect the printer to the laptop?* a. Use the parallel port b. Use the network connection c. Use the USB connector d. Use the Ethernet connector

c. *Use the USB connector* Use the USB connector. By far this is the easiest method. Windows will sense the USB connection and attempt to install the print driver automatically (though you should still install the latest proper driver from the printer manufacturer's website). Yes, the printer has an Ethernet connection as well (that is the network connection), but that will require you to connect it to the network. What if there is no network? And even if there is, the printer would have to be configured for the network, and then the laptop would have to connect to the printer over the network. If the laptop is the only system that will use the printer, USB becomes much easier. The parallel port (such as LPT1) is the older way of connecting to printers; virtually no PCs or laptops have these anymore. That standard's connection name is IEEE 1284.

CAT: Networking *Which of the following IP addresses has a default subnet mask of 255.255.255.0?* a. 10.45.65.78 b. 132.107.2.34 c. 48.123.45.67 d. 216.83.24.56

d. *216.83.24.56* 216.83.24.56 is an example of a Class C address, whose default subnet mask is 255.255.255.0. The other addresses are Class A and Class B, which have different default subnet masks.

CAT: Installing and Upgrading Windows *Which of the following tools should you use in Windows 7 to migrate user files and settings for multiple computers?* a. Files and Settings Transfer Wizard b. Windows Easy Transfer c. User State Migration Tool d. Profile Transfer Tool

c. *User State Migration Tool* The User State Migration Tool (USMT) is a command-line tool that can be used to migrate user files and settings for one or more computers in Windows 7 as well as Windows Vista. Windows 7 employs additional features such as AES encryption support and shadow copying of volumes of information. The Files and Settings Transfer Wizard is an older version of Windows Easy Transfer that is used with Windows XP and other older operating systems. Windows Easy Transfer enables you to copy files, photos, music, and settings, but not for multiple computers.

CAT: Operational Procedures and Communications Methods *When explaining a technical concept to a customer, which of the following is not permissible?* a. Using analogies b. Using visual aides c. Using jargon d. Limiting the amount of information to what is necessary for the user to know

c. *Using jargon* Keep away from the jargon. Customers can be confused by it, intimidated by it, and sometimes even frightened by it. This means to stay away from mentioning computer acronyms, the latest technology names, TCP/IP in general, and anything more technical than "reboot the computer". Analogies and visual aids can be great when explaining technical concepts to a customer. Think along their lines and paint a picture that they can understand. You should definitely limit what the customer needs to know. For example, there is no reason for the customer to know that 802.3z is the IEEE standard for 1000BASE-X: Ethernet over fiber optic transmissions at 1000 Mbps on the LAN. In fact, there's no reason you should know it for the A+ exam, but then again, you are a techie and the customer is not.

CAT: Security *Which of the following relies on PPTP to create a secure tunnel?* a. WWAN b. WiMAX c. VPN d. WLAN

c. *VPN* Virtual private networks (VPNs) rely on a tunneling protocol such as PPTP or L2TP to create a secure connection between a network and a remote computer or group of computers. WWAN is another name for cellular Internet access. WiMAX is a fast, wireless Internet service used over large geographic areas. WLAN is the wireless LAN that is created when you implement a wireless access point or create an ad-hoc network of devices.

CAT: Networking *Which of the following devices allows wireless computers to connect to the wireless network?* a. WPA b. WAN c. WAP d. VoIP

c. *WAP* A wireless access point (WAP) connects wireless clients to the wireless network. This device also gives the wireless network its name or SSID. WPA is a secure wireless connectivity protocol. A WAN is a wide area network; it connects LANs together. VoIP stands for Voice over IP. This is a technology that allows phone calls to be made over data networking infrastructures.

CAT: Customized PCs and Multimedia Devices *Which of the following are valid audio file formats?* a. ASF, WMA, ASP b. PCI, MP3, ASX c. WAV, PCM, AU d. MIDI, MPEG, AVI

c. *WAV, PCM, AU* WAV, PCM, and AU are audio file formats.

CAT: Video Displays and Video Cards *Which of the following should you use to clean a monitor's screen if you are not sure how to do so?* a. Isopropyl alcohol b. Mild detergent c. Water d. Boric acid

c. *Water* If you are not sure about what to clean a screen with, use water. Water will most likely not damage the screen. However, if the user manual for the monitor calls for it, you might see that you can use a half-and-half mixture of water and isopropyl alcohol. Do not use detergents on a screen; they are okay for the outside of a computer case but not the display. And boric acid would just be plain silly (and dangerous).

CAT: Security *This is a type of phishing attack that is directed at the CEO of an organization.* a. Power phishing b. Vishing c. Whaling d. Spear phishing

c. *Whaling* Whaling is when phishing attacks are directed at CEOs and other powerful entities in an organization. It is a type of spear phishing—a directed phishing attack. Whereas most phishing attacks are performed via e-mail, vishing is carried out over the phone.

CAT: Laptop and Notebook Computers *If a laptop with built-in Wi-Fi can't connect, which of the following should you check first?* a. Device Manager b. Wi-Fi cable c. Wi-Fi button d. Ethernet cable

c. *Wi-Fi button* Although A and B should also be checked if problems persist, the most likely cause of a failure to connect is the Wi-Fi being turned off by an external button or switch.

CAT: Installing and Upgrading Windows *A customer's computer is running Windows Vista Ultimate 32-bit. The customer would like to upgrade to Windows 7. Which of the following operating systems can the customer's computer be upgraded directly to?* a. Windows 7 Professional 32-bit b. Windows 7 Professional 64-bit c. Windows 7 Ultimate 32-bit d. Windows 7 Ultimate 64-bit

c. *Windows 7 Ultimate 32-bit* Windows Vista Ultimate 32-bit can only be upgraded to Windows 7 Ultimate 32-bit. It cannot be upgraded to any other version of Windows 7. As a rule, 32-bit versions of Windows cannot be directly upgraded to 64-bit versions of Windows.

*Which OS enables you to implement HomeGroup?* a. Mac OS X b. Windows XP c. Windows 7 d. Windows Server

c. *Windows 7* Microsoft released HomeGroup with Windows 7.

CAT: Using and Managing Windows *Where would you go to find out if the hardware in your system is compatible with Windows 7?* a. System Tools b. System Properties c. Windows Compatibility Center d. Resource Monitor

c. *Windows Compatibility Center* The Windows Compatibility Center is a website (http://www.microsoft.com/windows/compatibility/) that has a hardware section which can tell you if your hardware is compatible. It is the successor to the Hardware Compatibility List (HCL). Other ways to see if your system meets the hardware compatibility requirements are to use the System Information tool in Windows or third-party downloadable analysis tools. As for the incorrect answers: System Tools is a folder within Start > Accessories that has components such as the Control Panel, Disk Cleanup, and the Resource Monitor, a utility that charts the performance of the computer's components.

CAT: Installing and Upgrading Windows *You've just replaced Jane's PC with a new Windows 7 machine. What post-installation tool should you run to make the transition as painless as possible for her?* a. Windows Activation b. Repair installation c. Windows Easy Transfer d. User State Migration Tool

c. *Windows Easy Transfer* Run the Windows Easy Transfer tool to move all her personal files and familiar settings, like her desktop, to the new computer.

CAT: Storage Devices *You are building a new PC for a customer. Which of the following is the most valid reason why you would select SATA 3.0 over the original SATA 2.0?* a. You are installing an external SATA drive. b. You are attempting to implement hot-swapping functionality. c. You are trying to optimize the system for audio and video. d. You do not want to use jumpers.

c. *You are trying to optimize the system for audio and video.* SATA Revision 3.0 (maximum transfer rate of 6 Gb/s or 600 MB/s) can send and receive twice as much data as SATA Revision 2.0 (maximum transfer rate of 3 Gb/s or 300 MB/s). This makes it the better choice for audio and video applications and would be the most valid reason why you would select it for a new computer. When building a new computer, you would most likely start with an internal drive. You might add an external drive later, but regardless, just having an external drive is not a reason to use SATA 3.0 over SATA 2.0. In fact, as of the writing of this book, most eSATA drives are limited to 3.0 Gb/s data rates. SATA drives are not hot-swappable by default, whether they are internal or external. Special drive enclosures can be purchased to make a SATA drive hot-swappable, however. Neither SATA 2.0 nor SATA 3.0 uses jumpers. IDE drives are the most well-known for their use of jumpers.

CAT: Using and Managing Windows *What is the name of the program that boots Windows Vista and Windows 7?* a. ntldr b. boot.ini c. bootmgr d. Registry

c. *bootmgr* On Windows Vista and Windows 7 machines, bootmgr is used to boot the operating system.

CAT: Troubleshooting and Maintaining Windows *The message "The Windows Boot Configuration Data File Is Missing Required Information" appears on the screen. Which command would you type to repair this issue?* a. bootrec /fixboot b. bootrec /fixmbr c. bootrec /rebuildbcd d. boot\bcd

c. *bootrec /rebuildbcd* Bootrec /rebuildbcd attempts to rebuild the boot configuration store. Bootrec /fixboot is one of the methods you can try to repair bootmgr.exe in Windows 7/Vista. Bootrec /fixmbr rewrites the master boot record in 7/Vista. Boot\bcd is where the boot configuration store is located.

CAT: Technician Essentials and PC Anatomy 101 *The risk for electrostatic discharge is the greatest at* a. Daytime b. High humidity c. Low humidity d. Nighttime exam-u.com

c. *low humidity* The risk for electrostatic discharge is greatest at low humidity. exam-u.com

CAT: Using and Managing Windows *What tool enables you to modify which programs start when Windows starts?* a. msstartup b. msinfo32 c. msconfig d. ipconfig

c. *msconfig* msconfig enables you to select the processes and services that start with Windows.

CAT: Using and Managing Windows *You are tasked with mapping a drive within the Command Prompt to a share named AlbaLonga on a server named Romulus. What is the correct syntax?* a. net use //AlbaLonga/Romulus b. http://Romulus.com/AlbaLonga c. net use \\Romulus\AlbaLonga d. ipp://Romulus.com/AlbaLonga

c. *net use \\Romulus\AlbaLonga* The correct syntax is net use \\Romulus\AlbaLonga. Note the backslashes in use here. You would probably want a persistent connection using a drive letter (such as F:), so you might append that to net use (for example, net use F: \\Romulus\AlbaLonga or something to that effect). The universal naming convention (UNC) for mapping drives is \\servername\sharename. The server name is Romulus; the share name is AlbaLonga. It's possible to connect to servers and shares with HTTP but not map a drive to them. Also, the server name is Romulus. Romulus.com is a domain name, something that a server name would be part of—for example, server1 would be the server name (or hostname) of the address server1.davidlprowse.com. The IPP protocol is used to make connections to printers and is often used with IP addresses, not server names.

CAT: Networking *You need to find out which ports are open in the Windows Firewall on a Windows XP computer. Which of the following will allow you to show the configuration?* a. arp -a b. netsh firewall show logging c. netsh firewall show state d. ipconfig /all

c. *netsh firewall show state* netsh firewall show state is a command that can be run in the Command Prompt that will display any currently open ports. The successor to netsh firewall in Windows 7/Vista is netsh advfirewall firewall. Other commands can also show open ports such as netstat -a. However, arp-a will show a table of hosts that the local computer has connected to in recent history; it displays the IP address and MAC address of those remote computers. netsh firewall show logging will display the location of the firewall log, its maximum file size, and whether any packets were dropped. ipconfig /all displays the configuration of your network adapters.

CAT: Troubleshooting and Maintaining Windows *What tool should you use to change an exported Registry file?* a. sysedit.exe b. regedit.exe c. notepad.exe d. Microsoft Word

c. *notepad.exe* Registry import files must be straight text. WordPad and many other programs that edit text files add different characters to handle carriage returns and line feeds. This can create files that will not be imported through regedit.exe.

CAT: Installing and Upgrading Windows *Which file is the boot loader in Windows XP?* a. Ntdetect.com b. Boot.ini c. ntldr d. Ntoskrnl.exe

c. *ntldr* In Windows XP, ntldr is the first file to be loaded from the hard drive when the computer is started and is known as the boot loader. NTdetect.com detects hardware installed on the system. Boot.ini contains a menu of operating systems that can be selected and booted to. Ntoskrln.exe is the core operating system file of Windows XP, Vista, and 7.

CAT: Installing and Upgrading Windows *What term describes updating the Windows source files on a server to contain Service Pack updates?* a. service packing b. Windows Update c. slipstreaming d. patching

c. *slipstreaming* When you want to update the source files on the server, you can run the service pack executable with a /s switch. This is known as slipstreaming.

CAT: Networking *What command would you use to view the path taken by an Ethernet packet?* a. ping b. ipconfig c. tracert d. nslookup

c. *tracert* The tracert command traces the path a data packet takes to get to its destination.

CAT: Using and Managing Windows *Which of the following switches (options) copy all files, folders, and subfolders, including empty subfolders in the TEST folder?* a. xcopy *.* c:\test /T /S b. xcopy *.* c:\test /S c. xcopy *.* c:\test /E d. xcopy *.* c:\test /S /T

c. *xcopy *.* c:\test /E* /E is needed to copy the files, directories, subdirectories, including empty subdirectories. /S will copy files, directories, and subdirectories, but not empty subdirectories. If you add /T on to the end, you get the directory structure but no files are copied. Be sure to check out the xcopy help file for more on its switches. And remember that *.* means all the files within a particular directory.

CAT: Using and Managing Windows *Which of the following file extensions will start the program installation process in Windows?* a. *.INI b. *.CFG c. *.SYS d. *.EXE

d. *.EXE *.EXE refers to any file with the .EXE extension. .EXE is short for executable. When you want to run a program, it is usually started with a file that has a .EXE extension. For example, to start Microsoft Word, the winword.exe executable is initiated. And for installing programs, the most common is setup.exe. .INI files are initialization files—for example, Window XP's boot.ini file which has the list of operating systems that can be booted to. .CFG is short for configuration file. These might list commands and parameters for a program. Often, .INI and .CFG files can be manipulated in Notepad because they are text based (but not text or .txt files). .SYS files are system files—for example, pagefile.sys. The .SYS extension was used extensively back in the days of DOS, but newer versions of Windows tend to have system files with .dll and .exe extensions.

*What was the original motherboard speed of the ATX board?* a. 33 MHz b. 60 MHz c. 66 MHz d. 100 MHz exam-u.com

d. *100 MHz* The ATX board had an original motherboard speed of 100 MHz. Older boards, such as the baby AT, had motherboard speeds of 60 and 66 MHz. exam-u.com

CAT: Networking *What Ethernet architecture transfers information at 1 Gbps over short distances and uses fiber optic cabling?* a. 1000BaseSX b. 1000BaseLX c. 1000BaseTX d. 100BaseTX

d. *100BaseTX* The 1000BaseSX Ethernet architecture can transfer information at 1 Gbps over fiber optic cabling using short distances.

CAT: Power Supplies and System Cooling *What are the standard voltages in the United States for a home and for the internal workings of a PC?* a. 240 V AC, 12 V DC b. 120 V AC, 240 V DC c. 240 V AC, 5 V DC d. 120 V AC, 12 V DC

d. *120 V AC, 12 V DC* Homes in the United States are wired for 120 volts alternating current (AC). The wires inside a PC might be 12 volts direct current (DC), 5 volts, or 3.3 volts.

CAT: Motherboards and Processors *Jim has a Core 2 Quad CPU in his desktop computer. If the base clock of his motherboard is 333MHz, what would the front side bus (FSB) be?* a. 1 GHz b. 333 MHz c. 666 MHz d. 1333 MHz

d. *1333 MHz* The front side bus (FSB) is usually four times the base core clock of a motherboard that supports Core 2 CPUs. That would be 1333 MHz in this case. Remember that newer Intel motherboards do not use the FSB; it has effectively been supplanted by the DMI (on lesser Intel boards) and QPI (on more powerful Intel boards).

CAT: Installing and Upgrading Windows *How much free disk space is required to install Windows Vista?* a. 20 GB b. 2 GB c. 4 GB d. 15 GB

d. *15 GB* Windows Vista installations require a minimum of 15 GB free space on a 20 GB partition. The important amount to remember for the exam is the free space necessary.

CAT: Power Supplies and System Cooling *What is the minimum time recommendation for a UPS to supply power for an individual workstation?* a. 30 minutes b. 45 minutes c. 1 hour d. 15 minutes

d. *15 minutes* UPSs are designed to supply power to a computer long enough for you to complete a formal shutdown.

CAT: Power Supplies and System Cooling *How many pins does a SATA power connector have?* a. 6 b. 9 c. 12 d. 15

d. *15* SATA power connectors have 15 pins.

CAT: Networking *What is the maximum distance of a Thinnet segment?* a. 100 meters b. 500 meters c. 250 meters d. 185 meters

d. *185 meters* The maximum distance of a Thinnet segment is 185 meters.

CAT: Networking *You just configured the IP address 192.168.0.105 in Windows 7. When you press the tab key, Windows automatically configures the default subnet mask of 255.255.255.0. Which of the following IP addresses is a suitable gateway address?* a. 192.168.1.100 b. 192.168.1.1 c. 192.168.10.1 d. 192.168.0.1

d. *192.168.0.1* 192.168.0.1 is the only suitable gateway address. Remember that the gateway address must be on the same network as the computer. In this case the network is 192.168.0, as defined by the 255.255.255.0 subnet mask. As to the other answers: 192.168.1.100 is on the 192.168.1.0 network; so is 192.168.1.1. 192.168.10.1 is on the 192.168.10.0 network. Don't forget that a zero at the end of an IP address denotes the network number.

CAT: Using and Managing Windows *What is the minimum processor requirement for Windows 7?* a. 133 MHz b. 233 MHz c. 800 MHz d. 1GHz

d. *1GHz* Widows 7 requires at least a 1GHz processor, although faster processors will improve performance.

*What are the main power voltages that are provided by standard computer power supplies? (Select all that apply.)* *1. 2.1V* *2. 3.3V* *3. 5V* *4 12V* a. 1, 3 b. 1, 4 c. 2, 4 d. 2, 3, 4

d. *2, 3, 4* ATX-based power supplies provide power to devices at 3.3VDC, 5VDC, and 12VDC.

*What are the standard input voltages for power supplies? (Select all that apply.)* *1. 110 VDC* *2. 120 VAC* *3. 240 VDC* *4. 240 VAC* a. 1, 3 b. 1, 4 c. 2, 3 d. 2, 4

d. *2, 4* 120VAC and 240VAC are the two power input voltages that are handled by power supplies.

CAT: Motherboards and Processors *Which two of the following represents hard drive architectures?* 1. PCI 2. IDE 3. CMOS 4. SCSI a. 1, 3 b. 1, 4 c. 2, 3 d. 2, 4 exam-u.com

d. *2, 4* Hard drive architectures used with computers are IDE (or ATA), serial ATA (SATA), SCSI, and Serial Attached SCSI (SAS). exam-u.com

*What type of volumes are available on a dynamic disk? (Select all that apply.)* *1. Primary* *2. Simple* *3. Extended* *4. Spanned* a. 1, 3 b. 1, 4 c. 2, 3 d. 2, 4

d. *2, 4* Of the choices provided, Simple and Spanned are the only volume types available on a dynamite disk. Primary and Extended are partition types and are only available on basic disks.

CAT: Power Supplies and System Cooling *A standard North American power supply converts 120 V AC to which of the following? (Select all that apply)* 1. 3.5 V DC 2. 3.3 V DC 3. 6 V DC 4. 12 V DC a. 1, 3 b. 1, 4 c. 2, 3 d. 2, 4 exam-u.com

d. *2, 4* Power supplies have leads that supply 3.3 V, 5 V, or 12 V. exam-u.com

*Which sockets/slots do original Pentium chips typically fit into? (Choose two.)* 1. Socket 1 2. Socket 5 3. Slot 1 4. Socket 7 a. 1, 3 b. 1, 4 c. 2, 3 d. 2, 4

d. *2, 4* The Pentium processor is placed into either Socket 5 or Socket 7. Pentium II uses Slot 1, and some 486 chips use Socket 1.

CAT: Video Displays and Video Cards *A new video card you are installing requires a 600 W power supply. The power supply should have how many pins on the main cable?* a. 6 pins b. 8 pins c. 20 pins d. 24 pins e. 40 pins

d. *24 pins* The main power connection should have 24 pins. Just about all PCs you will see will have a 24-pin power cable. So the question was more of a tricky one. It's not asking for the video power connection, which could be a single 6-pin, a double 6-pin, or a single 8-pin; that will depend on the type of video card. You have to remember that powerful video cards will require more powerful power supplies. Older systems used the 20-pin main power connector, but those are rare nowadays, even if you are upgrading an older computer. 40 pins is the amount of pins an IDE hard drive's data cable has. You might ask "Who cares about IDE?" The answer: CompTIA. It's on the objectives so you should know it. But also, you will still be dealing with IDE drives, whether it is on older computers or on systems that you are upgrading (or restoring data from).

CAT: Using and Managing Windows *What is the maximum character length of a filename under Windows XP?* a. 64 b. 128 c. 254 d. 255 e. 256

d. *255* The maximum length of a filename is 255 characters.

*How many pins does a DIMM have? (Select all that apply.)* 1. 64 2. 128 3. 168 4. 32 5. 184 6. 196 7. 240 a. 1, 3 b. 1, 4 c. 2, 4 d. 3, 5, 7

d. *3, 5, 7* DIMMs come in different flavors: 168-pin (for SDRAM), 184-pin (DDR), or 240-pin (DDR2 and DDR3) memory modules. The other choices for this question are just common numbers used in the computer field, but there are no memory modules that use those numbers of pins.

CAT: Networking *Which port is used by RDP?* a. 80 b. 110 c. 443 d. 3389

d. *3389* The Remote Desktop Protocol (RDP) uses port 3389. This protocol allows one computer to take control of another remote system. Port 80 is used by HTTP. Port 110 is used by POP3. Port 443 is used by HTTP Secure or HTTPS, a protocol used during secure web sessions.

CAT: I/O and Input Ports and Devices *How many devices can exist in an EIDE chain?* a. 1 b. 2 c. 3 d. 4

d. *4* An EIDE chain can have up to four devices. IDE only supports two devices. IDE only supports two devices, and the original SCSI supports eight devices in the chain.

CAT: I/O and Input Ports an Devices *How many PATA hard drives can you have on a system with two PATA hard drive controllers?* a. 1 b. 2 c. 3 d. 4

d. *4* Each controller supports two drives.

*How many bits of parity information are found in a 72-pin SIMM?* a. 1 b. 2 c. 3 d. 4

d. *4* There is always 1 parity bit for every 8 bit of data. Because a 72-pin SIMM is a 32-bit module, it is made up of four 8-bit chunks, so it will have 4 parity per bits.

CAT: Storage Devices *Which of the following measurements is the typical latency of a SATA hard drive?* a. 300 MB/s b. 7200 RPM c. 16 MB d. 4.2 ms

d. *4.2 ms* 4.2 ms (milliseconds) is the typical latency of a SATA hard drive. When dealing with magnetic drives, latency is the delay in time before a particular sector on the platter can be read. It is directly linked to rotational speed. A hard drive with a rotational speed of 7200 RPM has an average latency of 4.2 ms. 300 MB/s is the data transfer rate of a SATA revision 2.0 hard drive; it is also expressed as 3.0 Gb/s. 16 MB is a common amount of cache memory on a hard drive; it is usually DRAM.

CAT: I/O and Input Ports and Devices *At what speed does USB 2.0 transfer information?* a. 10 Mbps b. 12 Mbps c. 100 Mbps d. 480 Mbps

d. *480 Mbps* USB 2.0 runs at 480 Mbps, and USB 1.1 runs at a lower speed of 12 Mbps.

CAT: Using and Managing Windows *How large is the memory space that each 32-bit Windows application has to work with?* a. 16MB b. 1GB c. 2GB d. 4GB

d. *4GB* Each application or VM runs in a 4GB memory space.

CAT: Using and Managing Windows *How large is the memory address space that is presented in applications running on a Windows XP computer?* a. 640KB b. 1MB c. 1GB d. 4GB

d. *4GB* The memory address that is present to each application or VM is 4GB in size.

CAT: Networking *What is the maximum length of 10Base5 cabling?* a. 100 meters b. 185 meters c. 250 meters d. 500 meters

d. *500 meters* 10Base5 is Thicknet that has a maximum distance of 500 meters. UTP cabling has a maximum distance of 100 meters, and Thinnet has a maximum cable distance of 185 meters

CAT: Power Supplies and System Cooling *Newer tower-case computers' power supplies typically have which of the following power output ratings?* a. 300 watts b. 400 watts c. 250 watts d. 500 watts or higher

d. *500 watts or higher* Most newer tower computers have 500 watt or larger power supplies in them because of the greater number of drives and expansion cards that are available now.

CAT: Networking *Under ideal conditions, the 802.11g standard supports data throughput of up to __________________ and has a range of up to__________________.* a. 11 Mbps/150 feet b.11 Mbps/300 feet c. 54 Mbps/150 feet d. 54 Mbps/300 feet

d. *54 Mbps/300 feet* Under ideal conditions, the 802.11g standard supports data throughput of up to 54 Mbps and has a range of up to 300 feet.

CAT: Storage Devices *What is the maximum data transfer rate of SATA revision 3.0?* a. 1.5 Gb/s b. 150 MB/s c. 3.0 Gb/s d. 6.0 Gb/s

d. *6.0 Gb/s* SATA revision 3.0 can transfer a maximum of 6.0 Gb/s (6 gigabits per second, note the lowercase b). This allows a peak throughput of 600 MB/s (600 megabytes per second, note the uppercase B). 1.5 Gb/s is the data transfer rate of SATA revision 1.0. It's maximum throughput is 150 MB/s. 3.0 Gb/s is the data transfer rate of SATA revision 2.0. It has a peak throughput of 300 MB/s.

*How much memory can a Pentium Pro address?* a. 128MB b. 512MB c. 4GB d. 64GB

d. *64GB* The Pentium Pro has a 36-bit address bus, which enables it to access 64GB of memory. The original Pentium processor could address up to 4GB of system memory.

CAT: Storage Devices *Which of the following is a typical speed of a SATA hard drive?* a. 1000 Mbps b. 3.1 GHz c. 8 GB d. 7200 RPM

d. *7200 RPM* 7200 RPM is a typical speed of a hard drive—rotational speed, that is. Other common rotational speeds include 5400 RPM; 10,000 RPM; and 15,000 RPM. 1000 Mbps is a common network data transfer rate. SATA hard drives will commonly have a DTR of 3 Gb/s (300 MB/s) or 6 Gb/s (600 MB/s). 3.1 GHz is a common CPU frequency. 8 GB might be the amount of RAM you install in a computer or the size of a USB flash drive.

CAT: Printers *What should you do first if a printer fails to print very large documents but still prints smaller documents without a problem?* a. Check if the correct type of paper is being used b. Replace the communications cable c. Change the toner cartridges d. Add memory to the printer

d. *Add memory to the printer* Add memory to the printer. Large documents, especially ones with graphics, require more memory to print. A printer's memory can be upgraded in a similar manner to a PC's. The paper won't have an effect on large documents, but it could be an issue if the entry rollers are grabbing more than one piece of paper at a time; that would indicate that the pound size of the paper is too thin. If the communications cable was faulty, no pages would print at all; you would probably get a message on the printer's display warning of a bad connection. If a toner cartridge begins to fail, you will see white lines, smearing, or faded ink.

CAT: Security *Which type of malicious software types will create multiple pop-ups on a computer?* a. Grayware b. Spyware c. Worms d. Adware

d. *Adware* Adware creates those pesky pop-up windows. All of the listed answers are types of malicious software (malware). Grayware is a classification of malware that behaves in an annoying manner but is not necessarily detrimental to the computer system. Spyware is software that tracks a user's actions on the Internet, without the user's knowledge. A worm is a piece of code that infects files and systems; it self-replicates and spreads throughout networks on its own.

CAT: Customized PCs and Multimedia Devices *Which of the following can be bootable media? (Select the best answer.)* a. CD-R disc b. Floppy disk c. USB thumb drive d. All of the above

d. *All of the above* You can make a boot disk out of optical discs, floppy disks, or flash memory drives.

CAT: RAM *Which of the following are utilities used to check memory? (Choose all that apply.)* a. CheckIT b. AMIDiag c. Windows Memory Diagnostic Tool d. All of these option are correct

d. *All of these option are correct* CheckIT, AMIDiag, and the Windows Memory Diagnostic Tool can all be used to test memory.

CAT: Power Supplies and System Cooling *Which of the following steps would you use to remove a power supply?* a. Shut down the computer. If the power supply has an on/off switch, turn it off as well. b. Disconnect the AC power cord from the computer. c. Disconnect power connections from the motherboard, hard drives, and optical drives. d. All of these options are correct.

d. *All of these options are correct.* All of the listed answers are correct. You must disconnect from the wall first; then once inside the computer unhook the connection to the motherboard, drives and other devices.

CAT: Security *What are special products that can protect you from viruses and malware?* a. Antivirus software b. Malware protection c. Phishing protection d. All of these options are correct.

d. *All of these options are correct.* All of the listed products can help in the prevention of viruses, malware, and phishing scams. These need to be turned on and kept up to date to be effective.

CAT: Power Supplies and System Cooling *Which of the following are causes of power supply overheating?* a. Overloading the power supply. b. Fan failure. d. Dirt or dust. d. All of these options are correct.

d. *All of these options are correct.* All of the listed reasons can cause damage to the power supply as well as overheating your computer.

CAT: Security *To prevent a hacker from obtaining useful information about a wireless network, what should you change from the manufacturer's defaults? (Choose all that apply.)* a. Reset the default password. b. Change the SSID name. c. Hide the SSID name. d. All of these options are correct.

d. *All of these options are correct.* All wireless routers come with default SSID names and passwords. You should change these, and hide the SSID name, to prevent a hacker from looking up the information about what type of WAP you are using.

CAT: Using and Managing Windows *A user has a program that automatically starts when he logs into his computer. He would like to disable it. Where should he look for possible settings?* a. load = lines in win.ini b. The Startup group in the Start menu c. The RUN key in the Registry d. All the above e. None of the above

d. *All the above* Automatic commands can be found in any of the listed locations (win.ini, Startup group, or the Registry).

CAT: RAM *To prevent overheating memory modules, which of the following tasks should you perform? (Choose all that apply.)* a. Keep the surfaces of the modules clean. You can use compressed air or a data-rated vacuum cleaner to remove dust. b. Make sure you are using the recommended voltage level for the memory installed if your system's BIOS setup permits voltage adjustments. c. Install additional case fans over or behind the location of memory modules to pull hot air out of the system. d. All these options are correct.

d. *All these options are correct.* All of these can be done to help prevent any memory issues, such as over-heating.

CAT: Troubleshooting and Maintaining Windows *Which of the following gives you the ability to recover an operating system if you have a system boot failure? (Choose all that apply.)* a. WinRE b. Last Known Good Configuration c. Recovery Console d. All these options are correct.

d. *All these options are correct.* All the listed options are valid for recovering an operating system if the system will not boot. WinRE is the Windows 7 and Vista Recovery Environment, which has several options to repair boot failure. The Last Known Good Configuration is one of the Advanced Boot Options that can be accessed by pressing F8 in any version of Windows. You can install the Recovery Console from the Windows XP CD-ROM. After it's installed, it becomes part of the boot selection in the boot.ini file.

CAT: Printers *Which of the following will not help optimize printer performance?* a. Using a newer driver b. Moving the spool directory to a faster drive c. Reducing the number of other applications running on the print server d. Allocating more RAM to the printer cache

d. *Allocating more RAM to the printer cache* There is no specific area of RAM that is used for caching printer data.

CAT: I/O and Input Ports and Devices *What does a device driver do?* a. Modifies applications b. Works with memory more efficiently c. Improves device performance d. Allows the OS to talk to the device

d. *Allows the OS to talk to the device* Device drivers are the connection between the operating system and the device itself. It is a program that makes the interaction between the two run efficiently. It simplifies programming by using high-level application code. The best device drivers come from the manufacturer of the device. They are the ones who developed the device, so it stands to reason that their code would be the most thoroughly tested and debugged.

CAT: Using and Managing Windows *When using the command-line, a switch ______.* a. Enables the command to work across any operating system b. Is used in application icons c. Changes the core behavior of a command, forcing the command to perform unrelated actions d. Alters the actions of a command, such as widening or narrowing the function of the command

d. *Alters the actions of a command, such as widening or narrowing the function of the command* A switch (aka option) alters the action of the command but not by forcing it to perform unrelated actions. The switch will work only at the current time within the operating system you are currently using, so "work across any operating system" wouldn't make sense in this scenario. Switches are not used in application icons. They are used within commands—for example, dir /p, which would display directory contents by the page.

CAT: Security *How would you allow Bob to change the time on his computer?* a. Enable an Audit Policy. b. Place Bob in the Administrators group. c. Assign Bob the Change System Time permission. d. Assign Bob the Change System Time right.

d. *Assign Bob the Change System Time right.* You would assign Bob the Change System Time right. You could put Bob in the Administrators group, but that is not the best answer because you have given him a number of other capabilities at the same time.

CAT: Security *Logging on to a network with a username and password is an example of what?* a. Authorization b. Identification c. Identity proofing d. Authentication

d. *Authentication* Authentication is when a person's identity is confirmed or verified through the use of a specific system. Authorization to specific resources cannot be accomplished without previous authentication. Identification is when a person is in a state of being identified. Identity proofing is an initial validation of an identity.

CAT: I/O and Input Ports and Devices *What type of input device is used by a warehousing application to take inventory of all the products?* a. Touch pad b. Touch screen c. Touch mouse d. Bar code reader

d. *Bar code reader* A bar code reader is a type of device that reads bar codes and converts the code into data to be used on the computer.

CAT: Using and Managing Windows *How can you encrypt an entire drive, including files and folders belonging to other users?* a. EFS b. User Account Control c. Administrative Shares d. BitLocker

d. *BitLocker* BitLocker Drive Encryption enables you to encrypt an entire drive, including files and folders belonging to other users.

*Richard over in the sales department went wild in CMOS and made a bunch of changes that he though would optimize his PC. Now most of his PC doesn't work. The computer powers up, but he can only get to CMOS, not into Windows. Which of the following tech call answers would most likely get him up and running again?* a. Reboot the computer about three times. That'll clear the CMOS and get you up and running. b. Open the computer and find the CMOS clear jumper. Remove a shunt from somewhere on the motherboard and put it on the CMOS clear jumper. Reboot and then put the shunt back where you got it. Reboot, and you should be up and running in no time. c. Boot into the CMOS setup program and then find the option to load a plug-and-play operating system. Make sure it's set to On. Save and exit CMOS; boot normally into Windows. You should be up and running in no time. d. Boot into the CMOS setup program and then find the option to load Optimized Default settings. Save and exit CMOS; boot normally into Windows. You should be up and running in no time.

d. *Boot into the CMOS setup program and then find the option to load Optimized Default settings. Save and exit CMOS; boot normally into Windows. You should be up and running in no time.* Please don't hand Richard a screwdriver! Having him load Optimized Default settings will most likely do the trick.

CAT: Using and Managing Windows *To learn the syntax of the dir command, what can you type?* a. help dir b. dir /? c. dir /help d. Both A and B.

d. *Both A and B.* To learn the ins and outs of any command-line program, type the command followed by the /? switch or else type help and then the command.

CAT: Installing and Upgrading Windows *When performing a clean installation, which of the following is the default location for the system files of Windows 7?* a. C:\Windows b. C:\Windows\System32\Config c. C:\System Files d. C:\Windows\System32

d. *C:\Windows\System32* The default folder location for Windows 7 system files is C:\Windows\System32. That is, if the C: is the drive being installed to. You might also see this referred to as X:\%windir%\System32 or simply \%windir%\System32. The X: is a variable meaning whichever drive is installed to. %windir% is a variable referring to the name of the main installation folder (usually Windows). %windir% is also expressed sometimes as %systemroot%. Windows Vista and XP also use this folder for system files. C:\Windows is the systemroot, where the OS is installed to (though it will also inhabit subfolders). C:\Windows\System32\Config is where the registry hives are stored. There is no C:\System Files folder, unless you were to create it yourself.

CAT: Customized PCs and Multimedia Devices *What technology do flatbed scanners and digital cameras use to create an image?* a. OCC b. CCO c. PMT d. CCD

d. *CCD* Charge-coupled device (CCD) is the technology used by flatbed scanners and digital cameras to create the image.

CAT: Video Displays and Video Cards *Which video standard supports only four colors?* a. EGA b. VGA c. SVGA d. CGA

d. *CGA* CGA supports only four colors.

CAT: Using and Managing Windows *The search order for bootable drives is stored in which location?* a. System BIOS b. PNP Configuration c. io.sys d. CMOS Memory

d. *CMOS Memory* CMOS memory contains the boot device order.

*Which of the following best describes the difference between BIOS and CMOS?* a. BIOS contains the configuration information for the system, and CMOS is the low-level code that allows the devices to communicate. b. BIOS is stored in RAM, and CMOS is stored in ROM. c. BIOS is stored in RAM, and CMOS is stored in cache memory. d. CMOS contains the configuration information for the system, and BIOS is the low-level code that allows the devices to communicate.

d. *CMOS contains the configuration information for the system, and BIOS is the low-level code that allows the devices to communicate.* CMOS is the inventory list of the devices and their configuration, whereas the BIOS is the set of low-level instructions that tells these devices how to communicate. Choice B and Choice C are wrong because BIOS code is stored in ROM, not RAM.

CAT: Laptop and Notebook Computers *Which type of cable would you use to connect a laptop directly to a PC?* a. Cat 5e patch cable b. Parallel cable c. IEEE 1394b cable d. Cat 5e crossover cable

d. *Cat 5e crossover cable* To connect one computer to another directly by way of network adapter cards, use a crossover cable. That cable is designed to connect like devices. It is wired as 568B on one end and 568A on the other. Those standards are ratified by the Telecommunications Industries Association/Electronics Industries Association (TIA/EIA). A regular (and more common) Cat 5e patch cable is known as a straight-through cable. It is used to connect unlike devices, such as a computer to a switch. Normally this is wired with the 568B standard on each end. A parallel cable might be used to connect an older printer to a computer or an external hard drive to a SCSI card. IEEE 1394 cables are not used to connect computers to each other; they are used to connect external hard drives to IEEE 1394 or FireWire ports.

CAT: Networking *What category of UTP allows for data transfer at 1 Gbps?* a. Category 3 b. Category 4 c. Category 5 d. Category 5e

d. *Category 5e* Category 5e UTP cabling transfers data at 1 Gbps.

CAT: Customized PCs and Multimedia Devices *Your client has installed a webcam for video chatting. The webcam's video output is working, but the audio is not being transmitted to the remote computer. The computer was previously configured for a headset microphone, but the user prefers to use the webcam's built-in microphone. What needs to be done?* a. Replace the webcam-it is defective. b. Switch the default audio playback source to webcam. c. Configure the system for closed captioning. d. Change the microphone configuration in the video chat software.

d. *Change the microphone configuration in the video chat software.* Assuming the headset microphone is still connected, the chat program uses the system default unless you specify a different source, such as the webcam's microphone.

CAT: Using and Managing Windows *In Windows Vista, which utility enables you to select and copy characters from any font?* a. Language bar b. Sticky keys c. Control Panel > Fonts d. Character map

d. *Character map* The Character Map enables you to copy characters from any font type. To open it in Windows 7 or Vista, go to Start > All Programs > Accessories > System Tools > Character Map. The Language Bar automatically appears when you use handwriting recognition or speech recognition. It can be configured within Region and Languages. Sticky keys is a feature that helps users with physical disabilities; it can be turned on by rapidly pressing the Shift key five times and agreeing Yes. Control Panel > Fonts opens the Fonts folder where you can add or remove text fonts.

*Solon has a very buggy computer that keeps locking up at odd moments and rebooting spontaneously. He suspects the motherboard. How should he test it?* a. Check settings and verify good components b. Verify good components and document all testing. c. Replace the motherboard first to see if the problems disappear. d. Check settings, verify good components, replace components, and document settings.

d. *Check settings, verify good components, replace components, and document settings.* Solon needs to check settings, verify good components, replace components, and document all testing.

CAT: Troubleshooting and Maintaining Windows *A customer installed a new hard disk on a computer and now cannot boot the machine. You notice that the hard drive LED stays on. What should you do to troubleshoot this problem? (Select the two best answers.)* a. Check the power cable to the hard disk b. Check the power supply for proper voltages c. Check the BIOS settings for the drive controller d. Check the drive cable to make sure it is oriented correctly on both the drive and the board e. Check the drive jumpers for correct master/slave relationships

d. *Check the drive cable to make sure it is oriented correctly on both the drive and the board* e. *Check the drive jumpers for correct master/slave relationships* On older IDE connections you need to make sure that the data cable is oriented properly on each drive and the motherboard (or controller card). Also, make sure that the drives are jumpered correctly. The main drive with the OS should be set to master; the other drive (which probably contains data) should be set to slave. If either of these is incorrect, the hard drive LED could stay on constantly indicating a problem. If the LED light is on, you know that the drive is getting power, so nothing in the power subsystem should be troubleshot. Older BIOS systems allowed you to modify master and slave settings, but newer systems rely on the jumper settings; still newer systems rely on newer technologies such as SATA!

CAT: Networking *How can you confirm that a new virus definition is authentic?* a. Check the file owner b. Check the creation date c. Check the file version d. Check the hash key

d. *Check the hash key* Check the hash key of the virus definition you downloaded against the location that you downloaded from. Other properties of the definition (or signature) file (such as the file owner, creation date, and file version) can all be spoofed. The difference is that the hash key is mathematically contrived and must match the key from the download point.

CAT: Operational Procedures and Communications Methods *A co-worker is traveling to Europe and is bringing her computer. She asks you what safety concerns there might be. What should you tell her?* a. The computer is not usable in other countries. b. Check for a compatible power adapter for that country. c. Use a line conditioner for the correct voltage. d. Check the voltage selector on the power supply.

d. *Check the voltage selector on the power supply.* Some power supplies have selectors for the United States and Europe (115 and 230 volts). However, your co-worker might need an adapter, too; otherwise, the plug may not fit. Newer power supplies might auto-sense the voltage. If the power supply doesn't have one of those red switches, check the documentation to see if it can switch the voltage automatically. Line conditioners simply clean the power for a specific voltage. If your circuit has dirty power (for example, it is fluctuating between 113 and 130 volts), a line conditioner will keep it steady at 120 volts.

CAT: Laptop and Notebook Computers *A customer complains that there is nothing showing on the display of his laptop. What should you attempt first on the computer?* a. Replace the inverter b. Reinstall the video drivers c. Boot into Safe mode d. Check whether the laptop is in Standby or Hibernate mode

d. *Check whether the laptop is in Standby or Hibernate mode* The computer might need a special keystroke, a press of the power button, or just a little more time to come out of Hibernation mode. Remember, check the simple, quick solutions first because they are usually the culprits. Booting into Safe Mode, reinstalling video drivers, and replacing the inverter are all quite time-consuming, but, if necessary, should be attempted in that order—after checking the power state.

CAT: Networking *Megan's laptop runs perfectly when at work, but when she takes it on the road, it cannot get on the Internet. Internally, the company uses static IP addresses for all computers. What should you do to fix the problem?* a. Tell Megan to get a wireless cellular card and service b. Tell Megan to use DHCP c. Tell Megan to configure the alternate configuration tab of TCP/IP properties d. Configure a static IP address in the Alternate Configuration tab of the user's TCP/IP properties and enable DHCP in the General tab

d. *Configure a static IP address in the Alternate Configuration tab of the user's TCP/IP properties and enable DHCP in the General tab* Megan shouldn't do anything. As a technician, you should fix the problem. The issue is that she needs to obtain an IP address through DHCP when on the road. But setting the network adapter to obtain an IP address automatically is not enough. In order to connect to the internal company network, the Alternate Configuration tab will need to be configured as a "User Configured" static IP address. This solution enables Megan to connect to networks while on the road by obtaining IP addresses automatically and allows her to connect to the internal company network with the static IP address.

CAT: Storage Devices *You have just installed an eSATA hard disk on your system by using an eSATA/SATA header cable. If you want to hot-swap the drive, which of the following configuration settings are needed in the system BIOS for the SATA port?* a. Configure port for IDE mode. b. No changes needed in any event. c. Configure port for UDMA mode. d. Configure port for AHCI mode.

d. *Configure port for AHCI mode.* AHCI mode enables hot-swapping. IDE mode forces the drive to emulate PATA drives (which can't be hot-swapped). UDMA mode is used by PATA drives, not SATA drives.

CAT: Using and Managing Windows *Which of the following is the correct path if you wanted to disable a service in Windows 7?* a. Msconfig > Settings > Services b. System Settings > Tools > Services c. Control Panel > Services d. Control Panel > Administrative Tools > Services

d. *Control Panel > Administrative Tools > Services* The correct path is Control Panel > Administrative Tools > Services. Of course, there are lots of other ways to get to the Services console window, but you should know the Control Panel paths for the exam. In addition, there are lots of ways to shut off services; know as many of them as you can, such as in the Task Manager or in the Command Prompt. The path Msconfig > Settings > Services is not valid because there is no Settings option. System Settings > Tools > Services is also an invalid path. Finally, Services cannot be accessed directly from Control Panel.

*What is the main function of an AC adapter for a laptop or other device?* a. Reduce heat involved in converting power between systems. b. Supply 3.3VDC, 5VDC, and 12VDC power to your computer through a 20- or 24-pin connector. c. Provide power availability during brownout and blackout conditions. d. Convert AC power into DC power.

d. *Convert AC power into DC power.* The main function of an AC adapter is to convert AC power into DC power for use in a laptop. Power is provided to the laptop through a connector of some type, but it will be a single voltage and will not be a 20- or 24-pin connector. A UPS would be required to provide during a blackout.

CAT: Laptop and Notebook Computers *Which function is performed by the external power supply of a laptop?* a. Increases voltage b. Stores power c. Converts DC power to AC power d. Converts AC power to DC power

d. *Converts AC power to DC power* The external power supply of the laptop converts AC to DC for the system to use and for charging the battery. It is known as the power adapter, and it needs to run at a very specific voltage. In fact, different make and model power adapters will usually not work with different laptops, even if the voltages are only slightly different. The adapter does not store power; that is the responsibility of the laptop battery. It is also accomplished by a UPS, though you probably wouldn't lug one of those around with your laptop while travelling.

CAT: Troubleshooting and Maintaining Windows *You are missing your copy of ntldr, and your Windows XP computer will not boot. How can you replace your copy of ntldr?* a. Use the retrieve.exe command to get a copy from the Windows XP installation CD-ROM. b. The only way you can replace this file is through the Recovery Console. c. This file is not required and does not have to be replaced. d. Copy it from any other computer that is running Windows XP.

d. *Copy it from any other computer that is running Windows XP.* ntldr is identical across all copies of Windows XP, so it can be copied from any working installation of Windows XP.

CAT: Storage Devices *You need to install a RAID 1 array for a client. The client needs a minimum capacity of 500 GB in the array and offers two available drives for possible use: 750GB and 1TB. Which of the following is the best solution?* a. Use the 1TB drive and partition it into two drive letters to create the array. b. Can't be created with current drives; must purchase at least one additional hard disk with 750 GB or 1 TB capacity. c. Partition both drives to have 500 GB primary partitions, and use the in the array. d. Create a 750GB RAID 1 disk array using the hard disks.

d. *Create a 750GB RAID 1 disk array using the hard disks.* You must have two physical hard disks to create a RAID array. You can use different size of drives, but the array is limited to the size of the smaller drive in those cases. You don't need to partition the drives before creating the array.

CAT: Storage Devices *A group of users in ABC Corp. needs to back up several gigabytes of data daily. Which of the following is the best media for this scenario?* a. DVD b. Dual-Layer DVD c. External USB hard drive d. DLT

d. *DLT* In a large corporation (or enterprise environment), tape backup such as the Digital Linear Tape (DLT) is the best media for backing up. DLTs and Super DLTs (SDLT) can have a capacity as high as 800 GB, allowing for a huge amount of backup as compared to DVD and dual-layer DVD (4.7-17 GB) and external USB hard drives (up to 64 GB or so, though this number will undoubtedly increase as time goes on).

CAT: Troubleshooting and Maintaining Windows *Buzz gets an error that says "Error log full." Where should you go to clear his Error log?* a. Device Manager b. System Information c. Recovery Console d. Event Viewer

d. *Event Viewer* The Event Viewer contains the error logs; they are finite in size. You could either clear the log or increase the size of the log. The other three do not contain error logs.

CAT: Networking *Which of the following is the default port for HTTPS?* a. Port 25 b. Port 80 c. Port 143 d. Port 443

d. *Port 443* Port 443 is the default port for Hypertext Transfer Protocol Secure (HTTPS). This is the protocol used during online banking sessions, or if you go to checkout when shopping online. Port 25 is the default port for SMTP. Port 80 is HTTP. Port 143 is the Internet Message Access Protocol (IMAP); it's similar to POP3 but offers offline operation, and multiple clients can access the same mailbox.

CAT: Using and Managing Windows *Your organization has an Active Directory domain. One of the users, Bill, should not have read access to a folder named Accounting. The Accounting folder is shared on a network server, on a partition formatted as NTFS. How can you stop Bill from having read access to the folder without impacting any other users on the network?* a. Remove Bill from all domain groups that have access to the Accounting folder b. Deny read access to the Accounting folder for Bill through local access security c. Deny read access to the Accounting folder for any group that Bill is a member of d. Deny read access to the Accounting folder for Bill through shared access security

d. *Deny read access to the Accounting folder for Bill through shared access security* The best option in this scenario would be to deny read access to the Accounting folder for Bill through shared access security. You would not use local access security because the folder is shared from a network server within your Active Directory domain. Also, if you remove Bill from all domain groups that have access to the accounting folder, Bill will probably lose access to other folders as well. If you deny read access to the accounting folder for any group that Bill is a member of, you will probably impact other users on the network negatively.

CAT: Laptop and Notebook Computers *One of your customers reports to you that when typing on the laptop keyboard, the mouse pointer scrolls across the screen. What can resolve this?* a. Reboot the laptop b. Plug in an external mouse c. Use an external monitor d. Disable the touchpad

d. *Disable the touchpad* The person's arm or sleeve is probably brushing up against the touchpad, causing the mouse pointer to move. By disabling the touchpad in the Device Manager or elsewhere, you eliminate the chance of that, but the user also loses that functionality. Rebooting the laptop will have the same effect and is not necessary. Using an external mouse alone will not fix the problem; even if there is an external mouse, the touchpad can still be used, unless it is disabled. An external monitor will not help you fix the touchpad issue, but it might be a nice addition to a laptop. In fact, many users who have laptops in an office also use them at home. At the office, and perhaps at home as well, it is best to set them up with a docking station, external keyboard, external mouse, and monitor. It usually results in greater productivity.

CAT: Security *Viruses have been detected and removed on a customer's computer several times during the course of several weeks. Which of the following will best help prevent future occurrences?* a. Delete temporary files, cookies, and browser history b. Defragment the hard drive c. Install antivirus software that uses manual updates d. Discuss safer web browsing habits with the customer

d. *Discuss safer web browsing habits with the customer* Because it happens often, you should school the user on safer web browsing habits such as being very careful when clicking on links brought up by search engines, not clicking on pop-up windows, and being conservative about the websites that are accessed. Also, the browser can be updated, add-ons can be installed to a web browser for increased protection, phishing filters can be enabled, and so on. Deleting temporary files won't stop the user from visiting the same websites that probably caused the problem in the first place. Defragmenting the hard drive will help the drive and the OS to perform better but won't help in the malware department. The computer should have an antivirus solution or, better yet, an anti-malware solution, but it should be set to update automatically every day.

CAT: Installing and Upgrading Window *What is the variety of packaging of the Linux kernel and applications called?* a. Flavor b. RPM c. Revision d. Distribution

d. *Distribution* A distribution includes packaging of the Linux kernel, and applications. It usually also includes a package of management tools and a system installation program.

CAT: Security *This type of data purging standard requires seven full passes or rewrites with bit-level erasure software.* a. Magnetic degausser b. Low-level format c. Peter Gutman security method d. DoD 5220.22-M

d. *DoD 5220.22-M* The DoD 5220.22-M standard specifies that a hard drive be properly purged with bit-level erasure software that does 7 complete passes. Compare this to the Peter Gutman security method, which requires 35 passes! A magnetic degausser is not software at all, but a device that uses a magnetic or electromagnetic pulse to remove all data from a magnetic disk. Low-level formatting can be accomplished by some BIOS programs and third-party utilities, but data can still be reconstructed from data residue (data remanence).

CAT: Networking *What system converts names you type in URLs into IP addresses?* a. Dual naming standards b. Name resolution server c. Name recognition system d. Domain name system

d. *Domain name system* The domain name system resolves requested names into IP addresses to allow you to connect to the named computer.

CAT: Laptop and Notebook Computers *Edgar successfully replaced the display on a laptop (a toddler had taken a ballpoint pen to it), but the customer called back almost immediately complaining that his wireless didn't work. What could the problem be?* a. The problems are unrelated, so it could be anything. b. Edgar inadvertently disconnected the antenna from the Mini-PCIe 802.11 card. c. Edgar replaced the display with one without an internal antenna. d. Edgar failed to reconnect the antenna in the new display.

d. *Edgar failed to reconnect the antenna in the new display.* A disconnected antenna makes Wi-Fi unhappy.

CAT: Printers *What mechanism is used by most inkjet printers to push ink onto the paper?* a. Electrostatic discharge b. Gravity c. Air pressure d. Electroconductive plates

d. *Electroconductive plates* Most inkjet printers use electroconductive plates to push the ink onto the paper.

CAT: Storage Devices *To make your files unreadable by others, what should you use?* a. Clustering b. Compression c. Disk quotas d. Encryption

d. *Encryption* To make your files unreadable by others, use encryption.

CAT: Storage Devices *Jaime wishes to check her hard drive for errors. What tool should she use?* a. FDISK b. Format c. Disk Management d. Error-checking

d. *Error-checking* Error-checking is used to check a drive for errors.

CAT: Troubleshooting and Maintaining Windows *What tool should you check first when things are not working properly and you suspect an error, but you have not seen an error message?* a. System Information b. WinMSD c. Device Manager d. Event Viewer

d. *Event Viewer* Event Viewer is one of the first utilities that you should use when trying to find out why your system is not responding correctly. WinMSD is the old term used for the System Information tool. Device Manager would list devices that did not start up correctly but would be unrelated to some errors that your system may experience.

CAT: Technician Essentials and PC Anatomy 101 *Which of the following is the best tool to use to reach a screw that has fallen into a computer case and out of reach?* a. Pliers b. Wrist strap c. Tweezers d. Extension magnet

d. *Extension magnet* The extension magnet is the best of the listed answers. Just remember to turn off power and disconnect the power cable before attempting this. Pliers are too big and bulky a tool to use in this situation. They can too easily damage components on a motherboard or other device. The antistatic wrist strap should always be worn, but it is not meant to pick up items. Because it is not specified, we have to assume that the answer "Tweezers" means metal tweezers. It is better to use an extension magnet—a tool more conforming to the job—than a metal object. However, if you have plastic tweezers or a three-prong pickup tool, you should use those before the extension magnet.

CAT: Networking *Which of the following defines the protocols associated with the following TCP or UDP port numbers, in order?* *21, 22, 25, 53, 443, 3389.* a. FTP, Telnet, SMTP, DNS, HTTP, RDP b. FTP, SSH, SMTP, DNS, HTTP, RDP c. FTP, SSH, SMTP, POP3, HTTPS, RDP d. FTP, SSH, SMTP, DNS, HTTPS, RDP

d. *FTP, SSH, SMTP, DNS, HTTPS, RDP* The port numbers 21, 22, 25, 53, 443, and 3389 correspond to the protocols FTP, SSH, SMTP, DNS, HTTPS, and RDP. The Telnet protocol uses port 23. Telnet is deprecated, insecure, and outdated; plus it isn't even enabled or installed on newer versions of operating systems. Use SSH in its place for a more secure connection. HTTP uses port 80. POP3 uses port 110. Know your port numbers!

CAT: Printers *A standalone printer prints a test page just fine, but it makes gobbledygook out of your term paper. What's probably wrong?* a. Out of toner b. Fuser error c. Printer interface d. Faulty software configuration

d. *Faulty software configuration* The application (software) that is trying to print is probably configured incorrectly.

CAT: Networking *One of your customers is having difficulty with two network connections in the accounting office. The accounting office is adjacent to the building's mechanical room. Network cables run from the accounting office, through the drop ceiling of the mechanical room, and into the server room next door. What should you recommend to the customer?* a. UTP b. Plenum-rated cable c. 568B d. Fiber optic

d. *Fiber optic* Of the listed answers, you should recommend fiber-optic cables. Another option would be shielded twisted pair (STP). Furthermore, you could rerun the cables through a metal conduit or reroute the cables around the mechanical room. Chances are in this scenario that the mechanical room's contents are causing interference on the network cables. Electromagnetic interference (EMI) can be prevented with STP or fiber-optic cables. UTP is unshielded twisted pair, probably what the customer is using currently as it is the most common. Plenum-rated cable is used in areas where sprinklers cannot get to. It has a coating that makes it burn much more slowly. 568B is the most common network cabling wiring standard.

CAT: Using and Managing Windows *When a virtual machine is not running, how is it stored?* a. Firmware b. RAM drive c. Optical disc d. Files

d. *Files* VMs are just files, usually stored on a hard drive.

CAT: Security *What security feature stops network packets from entering the system through the network card?* a. Auditing b. Password policy c. Permissions d. Firewall

d. *Firewall* A firewall is designed to stop data from entering your system through the network card.

CAT: Motherboards and Processors *You are installing a new motherboard. Which of the following headers should you use for the CPU fan?* a. Three-pin fan b. USB c. Front-panel header d. Four-pin fan

d. *Four-pin fan* The four-pin fan header uses the fourth pin for speed control, whereas the three-pin fan header providers power and speed monitoring only.

CAT: Networking *What do most techs call a toner or tone generator?* a. TDR b. UTP c. UDP d. Fox and Hound

d. *Fox and Hound* Most techs refer to a toner or tone generator as a Fox and Hound, the name of a popular brand of tone generator.

CAT: Printers *What happens last in the laser printing process?* a. Charging b. Exposing c. Developing d. Fusing

d. *Fusing* Of the listed answers, the fusing stage happens last. It is typically considered to be the last stage of the laser printing process before paper exits the printer. The laser printing process includes the following steps in order: cleaning, charging, writing (or exposing), developing, transferring, and fusing.

CAT: Operational Procedures and Communications Methods *You walk into the server room and see a person lying on the floor with a live electrical wire draped over.* a. Run out and call 911. b. Grab the wire and fling it off the person. c. Grab the person and drag them out from under the wire. d. Grab a piece of wood and use it to move the wire off the person

d. *Grab a piece of wood and use it to move the wire off the person* The first thing you should do is get a wooden stick, rope, or something similar (every server room should have one), and use it to carefully move the wire off teh person. In reality, the first thing you should do is to breathe, and not make any rash decisions, becauese in the heat of the moment, you might think a bit less clearly than you are right now. Anyways, after the wire is removed, you should call 911 and then attempt to offer first aid to the victim. DO NOT ever touch a live wire or anything that the wire is coming into contact with.

CAT: Mobile Devices *A client calls, wanting to copy his music from his iPhone to his new PC. How can he accomplish this task?* a. Connect the iPhone to the new PC. When it shows up as a new device, right-click it and select Properties. In the Properties dialog box, select Export media files. b. Connect the iPhone to the new PC. Double-click it and go to the Media folder. Drag and drop the desired music to the Music library on his new PC. c. Access the iPhone wirelessly from the PC. Drag and drop the desired music to the Music library on his new PC. d. He can't.

d. *He can't.* You cannot copy music from an iPhone onto your PC.

CAT: Troubleshooting and Maintaining Windows *What type of backup will back up all selected files and clear the archive attribute of all files that are backed up?* a. Daily Copy b. Differential c. Copy d. Normal

d. *Normal* The Normal backup will back up all selected files and clear the archive attribute on all files that are backed up.

CAT: I/O and Input Ports and Devices *CAT5 cables are defined by which of the following?* a. Number of pairs of wires b. Length of the cable segment c. Type of shielding that is used d. Number of twists per foot in each pair of wires

d. *Number of twists per foot in each pair of wires* CAT5 cables are defined by the type of copper wire that is used and the number of twists per foot by each pair of wires.

*Silas has an AMD-based motherboard with two sticks of DDR2 RAM installed in two of the three RAM slots, for a total of 2GB of system memory. When he runs CPU-Z test the system, he notices that the software claims he's running single-channel memory. What could be the problem? (Select the best answer.)* a. His motherboard only supports single-channel memory. b. His motherboard only supports dual-channel memory with DDR RAM, not DDR2. c. He needs to install a third RAM stick to enable dual-channel memory. d. He needs to move one of the installed sticks to a different slot to activate dual-channel memory.

d. *He needs to move one of the installed sticks to a different slot to activate dual-channel memory.* Motherboards can be tricky and require you to install RAM in the proper slots to enable dual-channel memory access. In this case, Silas should move one of the installed sticks to a different slot to activate dual-channel memory. (And he should check the motherboard manual for the proper slots.)

CAT: Printers *Which environmental issue affects a thermal printer the most?* a. Moisture b. ESD c. Dirt d. Heat

d. *Heat* Heat is the number-one enemy to a thermal printer. If a thermal printer or the thermal paper is kept in a location where the temperature is too high, it could cause failure of the printer and damage to the paper. Excessive moisture can cause rubber rollers and separation pads to fail over time. Electrostatic discharge (ESD) is always a foe, but only if you are working inside the printer. Dirt can clog up the works over time in any device. But by far, heat is what you have to watch for with thermal printers.

CAT: Operational Procedures and Communications Methods *You are asked to fix a problem with a customer's domain controller that is outside the scope of your knowledge. What action should you take?* a. Learn on the job by trying to fix the problem. b. Tell the customer that the problem should be reported to another technician. c. Assure the customer that the problem will be fixed very soon. d. Help the customer find the appropriate channels to fix the problem.

d. *Help the customer find the appropriate channels to fix the problem.* Make sure that the customer has a path toward a solution before dismissing the issue. Do not try to fix the problem if the scope of work is outside your knowledge. Most PC technicians will not work on domain controllers because they are advanced Microsoft servers that are used in client/server networks.

CAT: Networking *You install a fiber-based backbone switch that connects three different departments' LAN switches. Which kind of network topology did you just create? (Select the best, most specific answer.)* a. Star b. Hybrid star c. Star-bus d. Hierarchical star

d. *Hierarchical star* You just created a hierarchical star topology. By taking three current star topologies and connecting them all to a backbone switch, you add a top level of super speed. The backbone switch is at the top of the hierarchy. Star-bus is when two star networks' switches are connected with a single bus connection. Both hierarchical star and star-bus are hybrid topologies.

*Scott wants to add 512 MB of PC100 SDRAM to an aging but still useful desktop system. The system has 100-MHz motherboard and currently has 256 MB of non-ECC SDRAM in the system. What else does he needs to know before installing?* a. What speed of RAM he needs. b. What type of RAM he needs. c. How many pins the RAM has. d. If the system can handle that much RAM.

d. *If the system can handle that much RAM.* Scott needs to know if the system can handle that much RAM.

CAT: Mobile Devices *Placing your phone in a typical protective cover will not protect the phone from:* a. Scratches b. Impact c. Small amounts of water d. Immersion in water

d. *Immersion in water* A cover will not protect your phone from being immersed in water.

CAT: Troubleshooting and Maintaining Windows *Which of these is part of step five of the CompTIA A+ troubleshooting process?* a. Identify the problem b. Document findings c. Establish a new theory d. Implement preventative measures

d. *Implement preventative measures* Implement preventative measures as part of step 5 to ensure that the problem will not happen again. The entire step is "Verify full system functionality and if applicable implement preventive measures." It comes just after establishing a plan of action and just before documenting findings.

CAT: Security *An attacker is constantly trying to hack into one of your customer's SOHO networks. What is the easiest, most practical way to protect the network from intrusion?* a. Disable the SSID broadcast b. Install an antivirus server application c. Disconnect the Internet connection d. Install a firewall e. Install an IDS

d. *Install a firewall* The most practical way to prevent intrusion to the network is to install a firewall. In fact, if this is a SOHO network, chances are the network is controlled by a multifunction network device that already acts as a switch and a router and probably has built-in firewall technology; it just has to be enabled. Usually these are enabled by default, but perhaps someone inadvertently disabled it, and that's one of the reasons an attacker keeps trying to get into the network. An intrusion-detection system (IDS) is usually more elaborate and costs more money, but it would help to prevent network intrusion. (Some devices combine IDS and firewall technologies, but usually not SOHO multifunction network devices.) Disabling the SSID will help to discourage the average user from accessing the wireless network, but any hacker worth his or her salt will get right past that; plus, the attacker could be trying to connect directly through the Internet connection. Antivirus software, regardless of where it is installed, does not repel attackers; it locates and quarantines malware. Disconnecting the Internet connection would work—the hacker wouldn't be able to get in, but none of the employees would be able to use the Internet. Not a good compromise.

CAT: Security * Edna wants to put a policy in place at her company with regard to virus prevention or at least limitation. What policies would offer the best solution?* a. Install antivirus software on every computer. Teach users how to run it. b. Install antivirus software on every computer. Set the software up to scan regularly. c. Install antivirus software on every computer. Set the software up to update the definitions and engine automatically. Set the software up to scan regularly. d. Install antivirus software on every computer. Set the software up to update the definitions and engine automatically. Set the software up to scan regularly. Educate the users about sites and downloads to avoid.

d. *Install antivirus software on every computer. Set the software up to update the definitions and engine automatically. Set the software up to scan regularly. Educate the users about sites and downloads to avoid.* The best policy includes updating the software engine and definitions, scanning PCs regularly, and educating users.

CAT: BIOS *Which of the following is not a configuration that can be made in the BIOS?* a. Boot sequence b. Temperature thresholds c. Overclocking d. Install drivers e. Intrusion detection

d. *Install drivers* You cannot install drivers to the BIOS. Drivers are software that allows the operating system to communicate with hardware; they can be configured in the Device Manager in Windows. The rest of the answers can be configured in the BIOS. The boot sequence (also known as boot priority or boot order) allows you to select which device will be booted off of first (hard drive is the most secure). Temperature thresholds allow you to set alerts and possibly shut down the system if the CPU runs too hot. Overclocking is when the CPU's voltage is raised and the speed is increased. Overclocking is not recommended, but if you do configure it, you should set temperature thresholds. Intrusion detection can be enabled and will log if a person opened the computer case.

CAT: Security *Which of the following can a limited account not perform?* a. Connect to the Internet with a browser b. Send e-mail with Outlook c. Log on to Instant Messenger d. Install programs

d. *Install programs* Part of the point of the limited account is to limit it to doing everyday tasks only and not installing (possibly malicious) programs. Limited accounts are used in Windows XP. The equivalent of this in any Windows system is the standard user account.

CAT: Customized PCs and Multimedia Devices *Your client has transferred pictures from a digital camera set for RAW mode to a computer. The pictures can be viewed and edited, but Windows Explorer displays them as icons. What should be done to display the images as thumbnails for easier management?* a. Upgrade to Windows 7. b. Install a video codec. c. Set the camera to shoot JPEG photos. d. Install the Microsoft Camera Codec Pack.

d. *Install the Microsoft Camera Codec Pack.* Installing the Microsoft Camera Codec Pack or any RAW codec that supports the digital camera's RAW file format will enable Windows Explorer to display thumbnail versions of the RAW photos.

CAT: Storage Devices *You just installed Microsoft Windows to a computer with three internal SATA hard drives and one external USB hard drive. SATA hard drive 1 contains the operating system. SATA hard drive 2 contains the user profiles. SATA hard drive 3 and the external USB hard drive are empty. Where should you place the page file for maximize performance?* a. External USB hard drive b. Internal SATA hard drive 1 c. Internal SATA hard drive 2 d. Internal SATA hard drive 3

d. *Internal SATA hard drive 3* Use Internal SATA hard drive 3 for the page file. By separating the page file from the operating system and the user profiles, you will maximize performance of the system. If the page file was on either of the other SATA drives, the constant accessing of the page file would slow down the OS performance or would slow down the access of user files. SATA hard drive 3 is a better option than the external USB hard drive for a variety of reasons: it will probably be faster; it will have less latency; and in general, internal drives will perform more efficiently than external drives.

CAT: Troubleshooting and Maintaining Windows *Which issue doesn't indicate a possibly failing power supply?* a. CPU thermal speed reduction b. Power-up failure c. System halt d. Internal devices receiving 12V and 5V

d. *Internal devices receiving 12V and 5V* Power levels for internal devices are supposed to be 12V and 5V.

CAT: Laptop and Notebook Computers *If a laptop LCD display is dim, failure of which of the following components are the most likely cause?* a. Backlight b. VGA port c. ExpressCard bus d. Inverter

d. *Inverter* An inverter failure is the most likely cause, followed by the backlight.

CAT: Using and Managing Windows *What effect does a 32-bit Windows application have on the rest of a Windows XP system when it hangs or crashes?* a. It halts 32-bit Windows applications that are running on the system. b. It halts 16-bit Windows applications that are running on the system. c. It halts MS-DOS-based applications running on the system. d. It has no effect on other applications.

d. *It has no effect on other applications.* When a 32-bit Windows application crashes, it has no effect on other applications running on the system.

CAT: Storage Devices *One way to provide preventive maintenance to a hard drive is to do what?* a. Upgrade the cache on the drive to improve performance. b. Increase the amount of RAM on the PC to increase the page file. c. Install a second hard drive. d. Keep an area of airflow around the drive so that it doesn't overheat.

d. *Keep an area of airflow around the drive so that it doesn't overheat.* Hard drives run pretty hot; keeping an area of airflow around the drive can help to keep it cool. The key is to make sure the PC has proper airflow. This can be done by adding fans or using a liquid cooling system. It isn't quite possible to add cache to a hard drive; the cache on most hard drives is hardwired, and there are no locations to add more. Increasing RAM does not necessarily increase the pagefile, and regardless, this won't prevent problems with a hard drive over the short term, but it can make the hard drive work more efficiently. A second hard drive should be treated as a completely separate device. However, installing the OS to one drive and storing data on the second drive can go a long way to making both drives last longer.

CAT: Video Displays and Video Cards *What is the difference between LCD monitors and LED monitors?* a. LCD monitors use organic material. b. LED monitors use electrically charged ionized gas. c. LCD monitors project images on a screen or wall. d. LED monitors use light emitting diodes instead of CCFLs.

d. *LED monitors use light emitting diodes instead of CCFLs.* LED monitors use light-emitting diodes instead of cold cathode fluorescent lamps (CCFLs) such as LCDs use. It is OLEDs that use organic materials. Plasma displays use electrically charged ionized gas. And data projectors will project images on a screen or wall.

CAT: Customized PCs and Multimedia Devices *You are connecting a headset that is not color-coded to a computer. Which of the following audio jack colors is used for stereo speakers or a headset?* a. Black b. Pink c. Light blue d. Lime green

d. *Lime green* Lime green is the color of the stereo out jack. It is also used for headphones and headsets.

CAT: Laptop and Notebook Computers *What does LCD stand for?* a. Liquid crystalline display b. Liquid crystal device c. Logical crystal display d. Liquid crystal display

d. *Liquid crystal display* LCD stands for liquid crystal display.

*What type of memory is typically used for storing computer BIOS code?* a. DRAM b. SRAM c. RAM d. ROM

d. *ROM* A computer manufacturer's BIOS code is typically stored on read-only memory. Today's version of the BIOS chip can be reprogrammed by running special software to update the BIOS.

CAT: Mobile Devices *Which kind of battery would you find in an iPad, and how long will a full charge last for on the average?* a. NiCd—2.5 hours b. Lithium—10 hours c. 16 v—5 hours d. Lithium-ion polymer—10 hours

d. *Lithium-ion polymer—10 hours* iPads and other mobile devices use the lithium-ion polymer battery for its lasting power and its flexibility during manufacturing. It is a step above a standard lithium-ion in that it uses a flexible material that can be shaped into just about anything the manufacturer wants. On the average it lasts for 10 hours of use. Nickel-cadmium (NiCd) batteries were used in laptops during the 1990s and early millennium, but they have all given way to lithium-ion. The iPad uses a 3.7-volt battery. A 16-volt battery would be ridiculous and inefficient, not to mention a real challenge to fit in the device.

CAT: Storage Devices *Which of the following steps is performed first when running a clean install of Windows 7 Professional on a new hard drive?* a. Format the partition b. Partition the drive c. Configure Windows settings d. Load RAID drivers

d. *Load RAID drivers* The first thing you need to supply is the driver for any special SATA drives, SCSI drives, or RAID controllers. That of course is optional. If you have a typical SATA drive, Windows should recognize it automatically. Once Windows knows which hard drive to install to, partitioning, then formatting, and then configuration of settings can commence, in that order.

CAT: Security *What should you purchase for each laptop to help protect it from theft?* a. Flash drive b. Driver disk c. A Doberman Pinscher d. Lockdown cable

d. *Lockdown cable* A lockdown cable is used to secure the laptop to a desk to help prevent the laptop from being stolen.

CAT: Operational Procedures and Communications Methods *You have been notified to work on a client's workstation. You ask who it is. and you find out it is someone who is very difficult to deal with. What should you do when you arrive at the client's desk?* a. Go in knowing you will be confronted by the client. b. Take your time in getting to their desk. c. Try your best to smile. d. Maintain a positive attitude.

d. *Maintain a positive attitude.* No matter how difficult the customer might seem, maintain a positive attitude and tone of voice. Your job is to make possible what is seemingly impossible. As discussed in this chapter, abundant resources are available from Microsoft, hardware vendors, and numerous forums and newsgroups to help you solve problems.

CAT: Networking *The TCP/IP networking protocol is composed of how many subprotocols?* a. 2 b. 5 c. 10 d. Many, too numerous to list

d. *Many, too numerous to list* d. Many, too numerous to list

CAT: Security *Which of these is the most secure password?* a. marquisdesod b. Marqu1sDeS0d c. MarquisDeSod d. Marqu1s_DeS0d

d. *Marqu1s_DeS0d* A password gets more secure as you increase its length and then add capital letters, numbers, and finally special characters. Note that Marqu1s_DeS0d has a capital M, a 1 in the place of an I, an underscore, a capital D, a capital S, and a zero. The only thing that this password lacks to make it a super password is the length. Fifteen characters or more is an industry standard for highly secure passwords.

CAT: Mobile Devices *Which of the following is a common charging port on an Android smartphone?* a. Standard A USB b. Mini-A USB c. Standard B USB d. Micro-B USB

d. *Micro-B USB* The micro-B USB port is a common charging/data port for Android devices. Some manufacturers modify the design to create a proprietary micro-B USB port. Mobile devices do not use the standard size USB ports that desktop computers do, and it is uncommon for them to use mini-USB ports.

CAT: Customized PCs and Multimedia Devices *A client is attempting to listen to music but keeps hearing background noise. Which of the following should be muted?* a. Line in b. System sounds in Windows c. MIDI In d. Microphone in

d. *Microphone in* The microphone should be muted.

CAT: I/O and Input Ports and Devices *A PS/2 port marked in green and purple means you can use which of the following devices?* a. Mouse only b. Keyboard only c. Touchpad only d. Mouse and keyboard

d. *Mouse and keyboard* Green is the PC99 color standard for PS/2 mice, and purple is the PC99 color standard for PS/2 keyboards. A port marked with both colors can work with either device, or with both if a Y-adapter cable is used.

CAT: Installing and Upgrading Windows *Which tool would you be using if you were setting the computer to boot with the Selective Startup feature?* a. Task Manager b. Recovery Console c. Safe Mode d. Msconfig

d. *Msconfig* Msconfig enables you to modify the startup selection. You can boot the computer in different modes with Msconfig. You can also enable and disable services and applications. The Task Manager gives you a snapshot of your system's performance and allows you to shut down applications (tasks) or processes, even if the application is hanging or frozen. The Recovery Console is the command-line repair environment in Windows XP. From here, you can fix system file issues and repair the MBR and boot sector. Safe Mode is one of the options in the Advanced Boot Options Menu (ABOM). It starts the computer with a basic set of drivers, so that you can troubleshoot why devices have failed. It is also instrumental when dealing with viruses.

CAT: Storage Devices *Which of the following is not an advantage of NTFS over FAT32?* a. NTFS supports file encryption. b. NTFS supports larger file sizes. c. NTFS supports larger volumes. d. NTFS supports more file formats.

d. *NTFS supports more file formats.* NTFS and FAT32 support the same number of file formats. This is the only listed similarity between the two. Otherwise, NTFS has the advantage: it supports file encryption in the form of EFS and BitLocker, supports larger file sizes, and supports much larger volumes.

CAT: RAM *What unit is used to measure RAM speed?* a. Milliseconds b. Gigaseconds c. Picoseconds d. Nanoseconds exam-u.com

d. *Nanoseconds* The normal measurement for RAM is nanoseconds, or billionths of a second. exam-u.com

*When is it appropriate to yell at a user?* a. When he screws up the second time. b. When he interrupts your troubleshooting. c. When he screws up the fifth time. d. Never.

d. *Never.* Don't get angry or yell at clients.

CAT: Using and Managing Windows *What driver is used to access virtual memory?* a. ramdrive.sys b. himem.sys c. emm386.exe d. None of the above

d. *None of the above* Virtual memory reserves space on the hard drive to be used as RAM. It is managed by VMM32 and is loaded by Windows.

CAT: Printers *Your co-worker just installed a new printer, replacing his older one. However, when he tries to print from Microsoft Word, the old printer comes up in the print window. What should you tell him?* a. Save the print job by printing to file, and then print the file with the new printer selected b. Select the new printer from the list every time a document is printed c. Open the Printers folder, right-click the new printer, and then select Properties > Security Tab > Make This the Default Printer d. Open the Printers folder, right-click the new printer, and then click Set as Default Printer

d. *Open the Printers folder, right-click the new printer, and then click Set as Default Printer* You want to set a new default printer in the OS because he has installed a new printer. This is usually done simply by right-clicking the printer and selecting Set as default printer. You might also see a question with the option to click File (or Printer). This is if you double-clicked the printer to open it and then selected the first menu. Unused printer drivers for older printers should be removed when the older printers are replaced.

CAT: Storage Devices *Select the correct statement about PATA drives.* a. PATA drives can use only 80-wires cables. b. PATA drives run at top speed when used with 40-wire cables. c. PATA UDMA 133 drives are the only drives that require an 80-wire cable. d. PATA UDMA66 and faster drives require an 80-wire cable.

d. *PATA UDMA66 and faster drives require an 80-wire cable.* PATA drives can use either 40-wire or 80 wire cables, but performance on newer drives is reduced when a 40-wire cable is used. UDMA133 drives are the fastest of the three drive classes that require the 80-wire cable.

*Which bus architecture supports 32-bit/64-bit cards and transfers information at 33 MHz?* a. ISA b. EISA c. AGP d. PCI exam-u.com

d. *PCI* The PCI bus architecture is a 32-bit and 64-bit architecture that runs at 33 MHz. AGP runs at 66 MHz, and both ISA and ISA run at 8 MHz. exam-u.com

CAT: Motherboards and Processors *Which of the following expansion slots provides the fastest performance for 3D video and graphics?* a. AGP8x b. PCI-X 2.0 c. PCI d. PCIe x16

d. *PCIe x16* PCIe x16 has replaced AGP (which in turned replaced PCI) for 3D video and graphics. PCI-X 2.0 is used for mass storage and high-speed network adapters on workstations and servers.

CAT: Video Displays and Video Cards *Which bus slot provides the highest video performance?* a. PCI b. SCSI c. AGP d. PCIe

d. *PCIe* PCI Express (PCIe) offers the highest video performance. A PCIe x16 version 3 card can transfer a maximum of 16 GB/s. Compare this to the closest competitor listed: AGP, which can do 2,133 MB/s, about 1/8 of PCIe. SCSI is used for hard drives and scanners among other things, but not for video. PCI is the predecessor to PCIe but is rarely used for video anymore; it is limited to 133 or 266 MB/s depending on the speed. Either way, it doesn't hold a candle to PCIe.

CAT: Motherboards and Processors *Which of the following expansion busses can transmit 1 GB/s per lane?* a. PCI b. AGP c. USB 3.0 d. PCIe

d. *PCIe* PCI Express (PCIe) version 3.0 can transmit 1 GB/s per lane. That means it can send and receive 1 GB of data every second. And PCIe x16 slots, since they have 16 lanes, can send and receive 16 GB/s simultaneously. PCIe is the only technology listed that uses lanes. AGP maxes out at 2,133 MB/s. PCI has a maximum of either 133 or 266 MB/s. USB 3.0 sends 5 Gbps, or 480 MB/s. Neither AGP, PCI, nor USB use lanes. AGP and PCI are parallel technologies. PCIe and USB are serial technologies.

CAT: Customized PCs and Multimedia Devices *All recorded sound formats used in PCs today are derived from which format?* a. WAV b. Fraunhoffer c. MP3 d. PCM

d. *PCM* All recorded sound formats used in PCs today are derived from PCM format.

CAT: BIOS *What tool is used to test all computer hardware prior to installing an operating system?* a. Another computer system b. BIOS setting c. Windows d. POST card

d. *POST card* A power-on self-test (POST) card can be used to test all hardware on a computer prior to installing an operating system. More often, it is used to troubleshoot computer boot-up problems. The BIOS employs its own POST, but this is limited compared to what a POST adapter card can do. If an OS hasn't been installed yet, we can't use Windows to test hardware (and probably wouldn't want to rely on that anyway).

CAT: Using and Managing Windows *What is name of the file that Windows 7 uses to store memory data for the virtual memory system?* a. Memory file b. Swap file c. Storage file d. Paging file

d. *Paging file* Windows 7 refers to the file used by virtual memory as a paging file or the page file.

*At the very least, what tool should be in every technician's toolkit?* a. Pliers b. Hammer c. Straight-slot screwdriver d. Phillips-head screwdriver

d. *Phillips-head screwdriver* Every tech's toolkit should have a Phillips-head screwdriver, at the very least.

CAT: Technician Essentials and PC Anatomy 101 *What tool should be in every technician's toolkit?* a. Pliers b. Hammer c. Flat-head screwdriver d. Phillips-head screwdriver

d. *Phillips-head screwdriver* Every tech's toolkit should have a Phillips-head screwdriver, at the very least.

CAT: Printers *What could cause a ghosted image on the paper outputted by a laser printer?* a. Transfer corona wire b. Primary corona wire c. Pickup rollers d. Photosensitive drum

d. *Photosensitive drum* Ghosted images or blurry marks could be a sign that the drum has some kind of imperfection or is dirty, especially if the image reappears at equal intervals. Replace the drum (or toner cartridge). Another possibility is that the fuser assembly has been damaged and needs to be replaced.

CAT: Technician Essentials and PC Anatomy 101 *A customer's laptop LCD needs replacement. Which tool should you use to open the case?* a. Pliers b. Plastic tweezers c. Flathead screwdriver d. Plastic shim

d. *Plastic shim* Use a plastic shim to open the display or remove the bezel that surrounds it. Pliers have many uses but could cause damage to the plastic that surrounds the display of a laptop. Plastic tweezers are used to remove hard-to-reach parts such as screws from the inside of a PC. Flathead screwdrivers are not recommended because the metal can damage the plastic case of the laptop.

CAT: Networking *When running cable through drop ceilings, what type of cable do you need?* a. PVC b. Category 5 c. Strong cable d. Plenum

d. *Plenum* Plenum-rated cable needs to be installed wherever a sprinkler system cannot get to. This includes ceilings, walls, and plenums (airways). The reason for this is that the PVCs in regular cable give off toxic fumes in the case of a fire. Plenum-rated cable has a protective covering which burns slower and gives off less toxic fumes.

CAT: Networking *One of your customers reports that a computer has no access to the network. You look at the switch and notice that all lights are on and not flashing. The network cables are plugged in, and the computer's network card is functioning properly. What can you do to solve this problem?* a. Ping 127.0.0.1 b. Replace the switch's uplink cable c. Reboot the computer d. Power cycle the switch

d. *Power cycle the switch* Remember to start with the simple. For PCs, that means check the connections; for networks, that means power cycling the device (and checking connections). If the lights are on and not blinking, it would appear that the switch crashed and needs that reboot! A ping of 127.0.0.1 was probably already done in this scenario. That's how you know the network card appears to be functioning properly. Nothing has been mentioned about the Internet (or other networks), so there is no reason to think that the switch's uplink cable needs replacement. Rebooting the computer should not be necessary because we again determined that the network card is functioning properly.

*What is the correct boot sequence for a PC?* a. CPU, POST, power good, boot loader, operating system b. POST, power good, CPU, boot loader, operating system c. Power good, boot loader, CPU, POST, operating system d. Power good, CPU, POST, boot loader, operating system

d. *Power good, CPU, POST, boot loader, operating system* Here's the correct boot sequence: power good, CPU, POST, boot loader, operating system

CAT: Using and Managing Windows *Which of the following types of multitasking provides better sharing of CPU time between processes?* a. Share-based multitasking b. Equality multitasking c. Cooperative multitasking d. Preemptive multitasking

d. *Preemptive multitasking* Preemptive multitasking provides more even distribution of CPU time between applications.

CAT: Technician Essentials and PC Anatomy 101 *You've just installed new printer drivers into Roland's computer for the big networked laser printer. What should you do to complete the assignment?* a. Document that you installed new printer drivers. b. Tell Roland to print a test page. c. Print a test page and go to the printer to verify the results. d. Print a test page and go to the printer to verify the results. Document that you installed new printer drivers successfully.

d. *Print a test page and go to the printer to verify the results. Document that you installed new printer drivers successfully.* Always verify the results once you finish troubleshooting. Then document what you accomplished.

CAT: Printers *A customer reports that print jobs sent to a local printer are printing as blank pieces of paper. What can help you to determine the cause?* a. Reload the printer drivers b. Stop and restart the print spooler c. Replace the printer cable d. Print and internal test page

d. *Print and internal test page* First try printing an internal test page, meaning from the printer's onscreen display. If that doesn't work, you need to start troubleshooting the printer; perhaps the toner cartridge is empty, or maybe a corona wire is malfunctioning. If the test page prints fine, you can check the printer drivers and other settings at the computer that uses the printer. Restarting the spooler should not help in this situation. If the spooler stalled, then no paper should come out of the printer. Likewise, the printer cable should not have to be replaced.

CAT: Printers *This is the service that controls the printing of documents in a Windows computer.* a. Printer b. Print server c. Print pooling d. Print spooler

d. *Print spooler* The print spooler controls the queue and the printing of documents. The printer is the physical printing device; Microsoft also refers to the print driver software as the printer. A print server is a device that controls one or more printers; it is usually connected to the network. Print pooling is when two or more printers are grouped together so that a user's document will print faster: if one printer is occupied, the other takes over.

CAT: Installing and Upgrading Windows *What is the most important consideration when installing Windows 7 Ultimate 64-bit?* a. Memory type b. Processor speed c. Memory speed d. Processor type

d. *Processor type* The most important consideration when installing any 64-bit operating system is the processor type. The CPU needs to be 64-bit to run 64-bit Windows. 32-bit CPUs will not run 64-bit Windows. Yes, Windows 7 requires a 1 GHz CPU, but honestly, if you don't have that speed, then you don't have much of a computer. Memory type doesn't really matter much; if it's a PC, then the memory type should be fine. But the amount of memory is important. 1 GB is necessary for 32-bit systems, but once again, the 64-bit consideration becomes important again; 64-bit versions of Windows 7 require 2 GB RAM.

CAT: Motherboards and Processors *Which of the following components could cause the POST to beep several times and fail during boot?* a. Sound card b. Power supply c. Hard drive d. RAM

d. *RAM* RAM is one of the big four (RAM, CPU, motherboard, and video) that can cause the POST to fail. Different RAM errors can cause the POST to make a different series of beeps. Consult your motherboard documentation for more information about the different beep codes. The sound card does not have an effect on the POST. If the power supply has a problem, either the computer will not boot at all (and not even enter POST) or it will have intermittent problems—for example, shutting down unpredictably. Hard drive problems will result in a variety of errors. While the POST will complete in these cases, the operating system will not boot.

CAT: RAM *Which type of RAM stick is RIMM 6400?* a. DDR b. EEPROM c. SDRAM d. RAMBUS e. PC2-6400

d. *RAMBUS* RIMMs are designed by a company called Rambus. The RIMM is a competitor of DDR; it is also known as RDRAM as opposed to SDRAM. Rambus also makes RAM for game consoles known as XDR RAM. EEPROM stands for electrically erasable programmable read-only memory; it is used by BIOS chips and is not a RAM stick. PC2-6400 is a DDR2 module name that transmits 6,400 MB/s; its standard name is DDR2-800 because it can perform 800 MT/s.

CAT: Using and Managing Windows *What is the main protocol that is used by both Remote Desktop Connection and Remote Assistance?* a. Dec/Net b. 802.11g c. SNMP d. RDP

d. *RDP* The Remote Desktop Protocol (RDP) is used by both of these tools.

*What sort of connector does a typical network interface card have?* a. DB-9 b. Mini-DIN c. RJ-11 d. RJ-45

d. *RJ-45* A typical network interface card sports an RJ-45 port.

*Ethernet network cards typically use what type of connector?* a. RJ-32 b. DB-9 c. DB-25 d. RJ-45

d. *RJ-45* RJ-45 is typically used for networking.

CAT: Operational Procedures and Communications Methods *Which of the following sends an invitation by e-mail asking for help?* a. Remote Desktop b. Service call c. VNC d. Remote Assistance

d. *Remote Assistance* Connections can be made by sending Remote Assistance invitations by e-mail (Outlook) or via instant messaging (Windows Messenger also known simply as Messenger). These invitations could be to ask for help or to offer help. This is often implemented in help desk scenarios in which a user invites a technician to take control of his computer so that it can be repaired. It's effectively a virtual service call. The technician doesn't need to come physically to the user's desk, but instead connects remotely. However, you can also take control of a computer without an invitation (and if you are an administrator or a user with permissions); this can be done only if the computer to be controlled has the Remote Desktop feature turned on. Virtual network computing (VNC) is very similar to Remote Desktop; it enables control of a computer remotely. There are several third-party VNC companies that offer free software. Microsoft doesn't refer to its software as VNC though. On the server side Microsoft also refers to Remote Desktop as Terminal Services. Collectively the client software is also referred to as Microsoft Terminal Services Client (MSTSC). Mstsc.exe is the executable.

CAT: Motherboards and Processors *You are installing a new CPU and bundled heat sink. Which of the following steps should you follow to ensure proper cooling?* a. Remove protective tape from top of CPU. b. Apply thermal paste to heat sink. c. Apply thermal paste to top of CPU. d. Remove protective tape from bottom of heat sink.

d. *Remove protective tape from bottom of heat sink.* Heat sinks supplied with boxed processors have pre-installed thermal material. Remove the tape before installing the heat sink.

CAT: Security *A co-worker tells you that a work PC has become infected with a virus. What should you do first?* a. Check for system security patches b. Perform an antivirus program scan c. Boot the PC into Safe Mode d. Remove the PC from the network

d. *Remove the PC from the network* First thing: remove the PC from the network so that the virus (if there is one) doesn't spread to other systems! Then you can safely go about troubleshooting that system by performing an AV scan while in Safe Mode and checking for system security updates.

CAT: Using and Managing Windows *A user has attempted to boot his computer, but instead of seeing the Windows XP boot menu, he sees a message stating, "NTLDR is missing. Press any key to restart." What should he do first?* a. Set the CD-ROM as bootable in the system CMOS and insert the Windows XP CD. This will allow him to complete an emergency repair. b. Reinstall Windows XP. c. Reboot the computer and enter Safe Mode; then choose RebuildBootSect.exe from the \windows\system32 directory. d. Remove the floppy disk from the A: drive.

d. *Remove the floppy disk from the A: drive.* ntldr is missing in the error message that you will see if you attempt to boot from a Windows XP formatted disk that does not contain ntldr.

CAT: Security *Your company has a desktop that has a BIOS password assigned. The user who was in charge of the computer has left the computer. What would you need to do to resolve this issue?* a. Use a password reset CD b. Reset the BIOS to the defaults c. You cannot do this d. Remove the jumper from the motherboard

d. *Remove the jumper from the motherboard* If the BIOS setup program is protected by a password and the password is lost, you can clear the password on most desktop systems by using the BIOS clear jumper on the motherboard or by removing the battery for several second.

CAT: Technician Essentials and PC Anatomy 101 *RSI stands for* a. Restive strain injury b. Repetitive self-injury c. Restrictive system injury d. Repetitive strain injury exam-u.com

d. *Repetitive strain injury* When you continuously work with your computer for prolonged periods of time, there is a chance of developing a repetitive strain injury. exam-u.com

CAT: Laptop and Notebook Computers *Steve complains that his Windows 7 laptop still isn't snappy enough after upgrading the RAM. What might improve system performance?* a. Add more RAM. b. Replace the power supply. c. Replace the battery. d. Replace the HDD with an SSD.

d. *Replace the HDD with an SSD.* Replacing the HDD with an SSD will speed up the system.

CAT: Printers *An office laser printer is printing lighter in random areas of each page. What is the easiest solution?* a. Clean the fuser area b. Clean the drum with a computer vacuum c. Use compressed air on the pickup assembly d. Replace the toner cartridge

d. *Replace the toner cartridge* If the printer is printing lighter in some areas, it is a good indicator that the toner cartridge needs replacement. The fuser need only be cleaned if you see smudges or streaks (you should also check the maintenance schedule and see if it should be replaced). You might clean parts of the printer with a computer vacuum if there was a toner spill (making sure to turn off the printer first), but the drum might be within the toner cartridge, making that impossible. Compressed air is also sometimes used on rollers and separator pads, but it is not usually recommended because it can blow excess toner all over the place—have that computer vacuum handy.

CAT: Troubleshooting and Maintaining Windows *When you boot the F8 option of Last Known Good Configuration, what action restores the configuration?* a. Deleting the recent drivers that have been installed. All driver locations are stored in C:\Windows\inf. b. Restoration of old Registry keys from backup tape. c. Execution of rollback.com, to reset the correct configuration. d. Replacing the Registry key HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet with a backup copy.

d. *Replacing the Registry key HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet with a backup copy.*

CAT: Technician Essentials and PC Anatomy 101 *A grounding wrist strap contains a* a. Surge protector b. Capacitor c. Voltmeter d. Resistor exam-u.com

d. *Resistor* An ESD wrist strap contains a resistor. exam-u.com

CAT: Networking *You installed a printer and want to share it out to the network. How can you do this?* a. Use net print at the command prompt. b. Install the Client for Microsoft Networks. c. Install the IPX/SPX protocol. d. Right-click the printer in the Printers folder and choose the Sharing command.

d. *Right-click the printer in the Printers folder and choose the Sharing command.* After you install File and Printer Sharing, you need to right-click the printer and choose the Sharing command.

CAT: Printers *How can you find out which type of connection the printer is using?* a. Right-click the printer, select Properties, and click the Sharing tab b. Right-click the printer, select Properties, and click the Advanced tab c. Right-click the printer, select Properties, and click the Separator Page button d. Right-click the printer, select Properties, and click the Ports tab

d. *Right-click the printer, select Properties, and click the Ports tab* The Ports tab is where you can find how the printer is connected to the computer. This can be an LTP, USB, COM, or TCP/IP port. The Sharing tab allows you to share a locally connected (or remotely controlled) printer on the network. The Advanced tab has options such as print spooling and printer pooling. The Separator page button allows you to configure a page that is inserted after every print job.

CAT: Networking *Which device limits network broadcasts, segments IP address ranges, and interconnects different physical media?* a. Switch b. WAP c. Firewall d. Router

d. *Router* A router can limit network broadcasts through segmenting and programmed routing of data. This is part of a router's job when connecting two or more networks. It is also used with different media. For example, you might have a LAN that uses twisted-pair cable, but the router connects to the Internet via a fiber-optic connection. That one router will have ports for both types of connections. A switch connects multiple computers together on the LAN; it does not limit IP-based network broadcasts. However, the switch does not segment by IP address—it communicates with computers and segments the network, via MAC addresses. Also, the switch will normally use one type of media: twisted pair, connecting to RJ45 ports. However, it is possible that the switch might connect to another switch by way of a specialized fiber-optic connector. A wireless access point (WAP) connects the computers on the wireless LAN (WLAN). It often has only one connection, a single RJ45 port. A hardware-based firewall will usually connect to the network via RJ45; regardless, it will have only one or only a few connections. It doesn't deal with routing, or broadcasts; instead it prevents intrusion to a network.

CAT: Troubleshooting and Maintaining Windows *In Windows XP, how do you fix the "NTLDR is missing or corrupt" error?* a. Run the System Restore utility b. Restore the registry c. Restart in Safe Mode d. Run the Recovery Console utility

d. *Run the Recovery Console utility* The Recovery Console is a special recovery tool that is run by booting off of the Windows XP CD. When it is running, you can copy the NTLDR file (from the CD x:\I386) to the root of the hard drive. The recovery console can also be installed to the Windows XP computer's hard drive by accessing the CD and typing x:\i386\winnt32.exe /cmdcons where x is the CD-ROM drive. System Restore is used in Windows 7/Vista/XP to create restore points, snapshots in time that allow you to revert the system back to an earlier configuration. If the NTLDR is missing or corrupt, you won't be able to get to the System Restore utility in Windows XP. You also won't be able to restore the registry, but that doesn't matter because the registry does not have a copy of NTLDR. Finally, restarting in Safe Mode won't work; again, we are dependent on the NTLDR file to get into the OS.

CAT: Storage Devices *Russ's computer has a 60 GB IDE hard drive that contains his operating system. He wants to add a second IDE hard drive to his computer. How should he configure the two drives?* a. Russ should configure the new drive as master and set the old drive as slave. b. Russ should configure both drives as slaves. c. Russ should configure both drives as master. d. Russ should configure the new drive as slave and the old drive as master.

d. *Russ should configure the new drive as slave and the old drive as master.* The operating system should be contained within the master drive. By setting the jumper to master on the old drive and setting the jumper to slave on the new drive, Russ will accomplish that. Selecting any other setting listed might result in problems booting to the operating system. Another option is to use the cable select jumper setting that will attempt to automatically configure the new drive as a slave. Note that this can be done only if the drive is equipped with that jumper setting.

*What connector was designed to connect your PC to high-end audio system?* a. DB-HA b. DVI c. Mini-audio d. S/PDIF

d. *S/PDIF* S/PDIF was designed to connect your PC to high-end audio system.

CAT: Mobile Devices *You need to replace and upgrade the memory card in a smartphone. Which type of memory does the smartphone most likely use?* a. SSD b. CF c. USB flash drive d. SD

d. *SD* Smartphones typically use Secure Digital (SD) cards—more to the point, microSD cards. SSD stands for solid-state drive. This technology is implemented as flash-based hard drives or as adapter cards with DDR memory and a battery. CompactFlash (CF) cards are a bit bulkier and might be used in conjunction with PCs, laptops, and handheld computers. USB flash drives won't fit inside a typical smartphone and so are relegated to hanging on people's key chains and acting as mobile transporters of data.

*Which type of DRAM is synchronized with the system clock?* a. EDO b. BEDO c. FPM d. SDRAM

d. *SDRAM* SDRAM memory is synchronized with the system clock speed. If the motherboard runs at 100 MHz, you must buy the same speed memory for the board.

*In what chip package type was the Pentium II processor packaged?* a. Slot 1 b. PGA c. DIP d. SEC

d. *SEC* The single edge connector (SEC) was used for Pentium II processors. Slot 1 is not a chip package type, but a slot that holds the SEC. Newer processors now use the PGA format. Although DIP chips are no longer used for processors, it is still important to understand what the DIP chip looks like because most BIOS chips come in that format.

CAT: Troubleshooting and Maintaining Windows *Which tool checks protected system files?* a. Chkdsk b. Xcopy c. Scandisk d. SFC

d. *SFC* System File Checker (SFC) checks protected system files and replaces incorrect versions. None of the other options check system files. Chkdsk can check for and repair errors, but just regular files. Xcopy is used to copy entire directories of information. Scandisk is an older command-line scanning tool that today's versions of Windows don't use. It is replaced by Chkdsk.

CAT: Networking *What protocol is used to send e-mail?* a. POP3 b. IMAP c. HTTP d. SMTP

d. *SMTP* SMTP is used to send mail messages over the Internet.

CAT: Networking *Which protocol can you use to send e-mail?* a. IMAP4 b. POP3 c. PPP d. SMTP

d. *SMTP* You can use SMTP to send e-mail messages.

CAT: Printers *You just installed a customer's printer and tested it. What should you do next?* a. Recheck all connections b. Bill the customer c. Turn the printer on and off d. Show the customer the printer's basic functionality e. Install a maintenance kit

d. *Show the customer the printer's basic functionality* After installing something for a customer, teach the customer how to use it (at least the basics). If you tested it, then there is no reason to recheck connections or turn the printer on and off. Unless you are an independent contractor or consultant, you probably won't bill the customer yourself. Even if that is your responsibility, you shouldn't do so until you have shown the basics of the new printer to the customer. Maintenance kits are not necessary for new printers. They are required when the printer reaches approximately 200,000 pages printed.

CAT: Using and Managing Windows *You have a Windows 7 Ultimate computer that you wish to write a batch file for. You want the batch file to turn off the computer after a certain amount of time. Which main command should you utilize in the batch file?* a. Taskkill b. Down c. Kill d. Shutdown

d. *Shutdown* Use the shutdown command! It works in the Command Prompt and also works programmatically within batch files (.bat) or beyond. To set a shutdown to occur after a specific time period, use the /t xxx switch. taskkill ends processes from the Command Prompt. down is not a command in Windows, but it has been used by other operating system manufactures to initiate a shutdown. kill is the older Windows NT predecessor to the taskkill command.

*In an IDE chain, CD-ROM devices are usually what?* a. Masters b. Terminated devices c. Devices assigned ID 0 d. Slaves

d. *Slaves* IDE CD-ROMs are slaves in an IDE chain. IDE devices do not get assigned IDs and do not have to be terminated.

*In what socket/slot would you find a Pentium II processor?* a. Socket 5 b. Socket 1 c. Socket 7 d. Slot 1

d. *Slot 1* The Pentium II chip comes in a package called the Single Edge Contact (SEC) ship package, which fits into Slot 1. Socket 5 and 7 are used by original Pentiums, and socket 1 is used by some 80486 chips.

CAT: Security *Which of the following might offer good hardware authentication?* a. Strong passwords b. Encrypted passwords c. NTFS d. Smart cards

d. *Smart cards* Smart cards are an example of hardware authentication devices.

CAT: Using and Managing Windows *In Windows 7/Vista, an MMC is blank by default. What would you add to the MMC to populate it with programs?* a. Applets b. Files c. Directories d. Snap-ins

d. *Snap-ins* The MMC (Microsoft Management Console) is a blank shell until you add snap-ins (such as Computer Management or the Performance Monitor) for functionality. Some people refer to each program in the Control Panel as an applet; the term was made famous by Apple. You don't add actual files or directories (folders) to the MMC; you add other programs within Windows. The MMC acts as an index for your programs and remembers the last place you were working (if you save it).

CAT: Printers *Why are both the developer roller and the print drum charged with -600V in a laser printer?* a. So the paper is attracted to neither b. So the toner is attracted to neither c. So the toner creates a fusion cloud between the two rollers and the paper d. So the toner is attracted only to weakly charged areas of the print drum

d. *So the toner is attracted only to weakly charged areas of the print drum* The developer roller and the print drum are equally charged so that they are repelled from one another. The toner on the developer roller will be attracted to neutralized areas of the print drum caused by the laser.

CAT: Security *What type of attack involves the hacker tricking a user through social contact?* a. Password attack b. Eavesdrop attack c. Man-in-the-middle attack d. Social engineering attack

d. *Social engineering attack* Social engineering is a type of hack that involves contacting victims through phone or e-mail and tricking them into doing something that compromises company security.

CAT: Security *What is the process for using or manipulating people to gain access to network resources?* a. Cracking b. Hacking c. Network engineering d. Social engineering

d. *Social engineering* Social engineering is the process of using or manipulating people to gain access to network resources.

CAT: Power Supplies and System Cooling *What feature of ATX systems prevents a user from turning off a system before the operating system has been shut down?* a. Motherboard power connector b. CMOS setup c. Sleep mode d. Soft power

d. *Soft power* The soft power feature of ATX systems prevents a user from turning off a system before the operating system has been shut down.

CAT: Security *Making data appear as if it is coming from somewhere other than its original source is known as what?* a. Hacking b. Phishing c. Cracking d. Spoofing

d. *Spoofing* Spoofing is when a malicious user makes web pages, data, or e-mail appear to be coming from somewhere else. Hacking is a general term that describes an attacker trying to break into a system. Phishing is when a person fraudulently attempts to gain confidential information from unsuspecting users. Cracking is a term that is used to describe breaking passwords.

CAT: Video Displays and Video Cards *How should you apply spray cleaner to a monitor?* a. Spray the cleaner directly on the monitor screen. b. Spray the cleaner on the top of the monitor and wipe down. c. Spray evenly on the monitor. d. Spray the cleaner on a clean, lint-free cloth first.

d. *Spray the cleaner on a clean, lint-free cloth first.* Never spray any cleaner directly on a display. Spray on a lint-free cloth first, and then wipe the display gently. Try not to get any liquid in the cracks at the edge of the screen. A lot of companies sell products that are half isopropyl alcohol and half water. You could also make this yourself. Again, remember to put the solution on a lint-free cloth first.

*Many tech tools are grouped together in which location?* a. Start | All Programs | Tools b. Start | All Programs | Tools | System Tools c. Start | All Programs | System Tools | Accessories d. Start | All Programs | Accessories | System Tools

d. *Start | All Programs | Accessories | System Tools* You'll find many useful tools in Start | All Programs | Accessories | System Tools.

CAT: Technician Essentials and PC Anatomy 101 *The CompTIA six-step troubleshooting process includes a step in which you "verify full system functionality and, if applicable, implement preventative measures." Which number is this step?* a. Step 2 b. Step 1 c. Step 6 d. Step 5 e. Step 4 f. Step 3

d. *Step 5* The step that includes "verify full system functionality and, if applicable, implement preventative measures" is the fifth steps in the process.

CAT: Motherboards and Processors *You just upgraded the CPU. Which of the following can make your computer shut down automatically after a few minutes? (Select the best answer.)* a. Wrong CPU driver. b. Wrong voltage to the CPU. c. Incorrect CPU has been installed. d. The CPU has overheated.

d. *The CPU has overheated.* The CPU could overheat if thermal compound has not been applied correctly (common) or if it is not seated properly (rare). As part of the boot process, power needs to verify the CPU. If the wrong voltage is running to the CPU, the system won't even boot. If an incorrect CPU has been installed, the system will probably not boot, especially if the BIOS doesn't recognize it. Finally, the CPU doesn't use a driver; instead the BIOS recognizes it (or doesn't, if it needs a BIOS update) and passes that information to the operating system.

CAT: Video Displays and Video Cards *Which statement best describes the difference, if any, between CRT and LCD resolution?* a. The CRT has a single native resolution; LCDs have no native resolution. b. The CRT has three native resolutions; LCDs have no native resolution. c. The CRT has no native resolution; LCDs have three native resolutions. d. The CRT has no native resolution; LCDs have a single native resolution.

d. *The CRT has no native resolution; LCDs have a single native resolution.* The CRT has no native resolution; LCDs have a single native resolution.

*What is the major difference between a Celeron processor and a Pentium 4 processor?* a. The Celeron has more L1 cache memory. b. The Celeron has less L1 cache memory. c. The Celeron has more L2 cache memory. d. The Celeron has less L2 cache memory.

d. *The Celeron has less L2 cache memory.* The Celeron chip is a cut price Pentium chip. The L2 cache is decreased to save on cost. Celeron chips either have no L2 cache or 128K cache, and Pentium II, Pentium III, and Pentium 4 chips have 512K of L2 cache.

CAT: Customized PCs and Multimedia Devices *A client is attempting to connect a laptop to a TV using an HDMI connector. The person tells you that video works fine, but audio does not. What is the most likely cause?* a. The laptop needs an HDMI application installed. b. The HDMI cable is too long. c. The speakers are not compatible with the digital connection. d. The HDMI audio service has not been selected.

d. *The HDMI audio service has not been selected.* On the laptop, enable the HDMI audio service to send audio signal along the HDMI cable to the TV. On DVRs, HDMI is set to transmit video and audio by default. However, on some laptops, the audio software might be set to HDMI video only by default, expecting you to be doing presentations or other things where audio is not required. You can usually change this by right-clicking the sound icon in the Notification Area, selecting Playback Devices, and then selecting the HDMI sound device. Drivers might also be necessary. There is no maximum specified length of an HDMI cable, and the question does not tell us the length, but standard cables are either 5 meters or 15 meters long. If the laptop has an HDMI output, you should be able to modify it in Windows. If the HDMI output is part of a USB device, PC Card, or ExpressCard, make sure you have installed the latest drivers for the device. The speakers don't come into play here. If the TV with the HDMI output has speakers, those speakers should work.

CAT: Troubleshooting and Maintaining Windows *You start a new computer and nothing seems to happen. Upon closer inspection, you can hear the hard drive spinning; however, nothing is coming up on the monitor. Which of the following would not be a reason for this?* a. The monitor is not on. b. The video card is not properly seated. c. The monitor is not connected to the PC. d. The PC is not connected to the AC outlet.

d. *The PC is not connected to the AC outlet.* If the PC is not connected to the AC outlet, the hard drive will not spin, so it isn't a possible reason for why nothing is coming up on the monitor, given the question's scenario. All other answers are possible reasons for why nothing is showing up on the display. Also, the monitor might not be plugged in.

CAT: Troubleshooting and Maintaining Windows *Where are restore points stored after they are created?* a. The Recycler folder b. The System32 folder c. The %systemroot% folder d. The System Volume Information folder

d. *The System Volume Information folder* After a restore point is made, it is stored in the System Volume Information folder. To view this folder, you must log on as an administrator, show hidden files and folders, and then assign permissions to the account that wants to view that folder.

CAT: Networking *You are troubleshooting a co-worker's computer. When you ping the loopback address, you receive no response. What does this most likely indicate?* a. The LAN is unresponsive. b. The DHCP server is down. c. The Ethernet cable needs to be replaced. d. The TCP/IP protocol is not functioning.

d. *The TCP/IP protocol is not functioning.* Pinging the loopback address should return results even if you are not physically connected to the network. It deals with the computer internally and doesn't even need a LAN. You can ping the local computer with the commands ping loopback and ping localhost; however, the best option is to ping the actual loopback IP address by typing ping 127.0.0.1. This removes any possible name resolution that might try to occur in Windows. Pinging the loopback address doesn't make use of the network, so the LAN, DHCP servers, and the Ethernet cable do not play into the scenario.

CAT: Networking *You have been asked to replace the wireless network adapter in a laptop. After performing the replacement tasks, the laptop cannot locate any wireless signals. What is the most likely cause of the problem?* a. The new network card was not seated properly. b. The software drivers were not installed. c. There are no wireless signals available. d. The antenna leads were not reconnected.

d. *The antenna leads were not reconnected.* The most likely answer is that the antenna leads were not connected, or not connected securely. Wireless network adapters for laptops have antennae that are removable. This way the antennae don't get damaged in transit, which is common for laptops and which is why it is common for the antenna to be forgotten. The laptop wireless network adapter isn't a card like in a PC. It could connect to USB or to a PC Card or ExpressCard slot. It is less likely that the card was not inserted properly; plus, if it was not connected properly, you would wonder why Windows failed to find it automatically. If Windows doesn't install it automatically, it would ask for a driver. So, unless you disregard that message (or install the wrong driver), the drivers shouldn't be an issue. It is rare that no wireless signals are available. It is always more likely that something was not installed properly at the local computer.

CAT: BIOS *A user asks you to explain a message that comes up on the computer display before the operating system boots. The message states that the BIOS logged a chassis intrusion. What would be your explanation to the user?* a. The CD drive tray is open. b. The CPU is loose. c. A malicious individual has hacked the system. d. The computer case has been opened.

d. *The computer case has been opened.* A chassis intrusion means that the computer case has been opened. Some BIOS programs have the capability to detect this. This is a security feature that informs the user of a possible breach. As a PC technician, you should check the computer inside and out for any possible tampering. The BIOS program will not detect if the CD-ROM drive is open. If the CPU was loose, the computer would not boot and there would be nothing to display. It is possible that a malicious individual has hacked, or attempted to hack, the system. However, this is not necessarily the case, although you should check just to make sure.

CAT: Video Displays and Video Cards *A customer states that the LCD display on a laptop has intermittent lines on the screen. You notice that when the display is moved, the lines appear and disappear again. What is the most likely cause?* a. The display panel is defective. b. There's a damaged hinge. c. The video controller is defective. d. The display cable is loose.

d. *The display cable is loose.* Intermittent lines are a good indicator that the video cable is loose (or possibly damaged). Remove the keyboard (or disassemble the display), locate the ribbon cable, and connect it securely on each end. This is common with laptops as they are constantly being moved around and jostled; ribbon cables like to come loose! Remember to consider loose connections before guessing at defective parts. A defective display or defective video controller would probably cause a complete lack of video. A damaged hinge would prevent the laptop from closing properly.

CAT: Troubleshooting and Maintaining Windows *Two co-workers share the same file inside a folder. User A works on the file, makes changes, and saves the file. User B then works on the file, makes changes, and saves the file as well. The next time User A attempts to open the file, she receives an access denied error. What could cause this error message?* a. The NTFS permissions were changed on the file to allow only execute. b. The file was set with the system and hidden attributes. c. The file was set to read only by the Accounts Receivable administrator. d. The file was moved before being modified and then moved back to the share.

d. *The file was moved before being modified and then moved back to the share.* Most likely User B moved the file to another location outside of the current partition, made the changes (which is possible since User B is the one who moved it), and then moved it back to the original location. Whenever a file is moved to another partition or volume, the file takes on the permissions of the parent folder. However, if the file had been moved within the volume, the permissions would have been retained. Tricky. Remember this: If the file is moved within the same volume, it retains permissions, so the permissions don't change. But, if a file is moved to another volume, it takes on the permissions of the folder it is moved into. As for copying, the file's copy always takes on the permissions of the parent regardless of where that copy is placed. On to the incorrect answers: If NTFS permissions were changed to allow execute, then User A should have been able to open the file. If the file was set with the hidden attribute, then User A should not have been able to see the file. Accounts Receivable might or might not set a file to read-only. However, User A should still be able to open the file, but in read-only mode.

CAT: Security *You get a complaint from a customer that her computer started receiving pop-up ads after she installed an application within Windows. What is most likely the problem?* a. The installed application contains a logic bomb. b. The installed application is a worm. c. The installed application is a Trojan horse. d. The installed application included adware.

d. *The installed application included adware.* If a computer starts receiving pop-up advertisements after an application has been installed, the application probably included adware. While pop-up ads are not necessarily harmful to a computer, the other answers (including Trojan horse, worms, and logic bombs) will usually be more serious and affect the computer adversely.

CAT: Operational Procedures and Communications Methods *A user's time and date keeps resetting to January 1, 2000. What is the most likely cause?* a. The BIOS needs to be updated. b. Windows needs to be updated. c. The Windows Date and Time Properties window needs to be modified. d. The lithium battery needs to be replaced.

d. *The lithium battery needs to be replaced.* If the time and date keep resetting to a time such as January 1, 2000, chances are that the lithium battery needs to be replaced. Updating the BIOS will allow the BIOS to "see" new devices and communicate with them better but will not fix the time issue. Updating windows will not fix this problem but should be done often to keep the computer secure. Other time synchronization problems can be fixed in the clock settings within the Notification Area. Windows client computers should be configured to synchronize to a time server.

*Rico has a motherboard with four RAM slots that doesn't seem to work. He has two RDRAM RIMMs installed, for the total of 1GB of memory, but the system won't boot. What is likely to be the problem?* a. The motherboard requires SDRAM, not RDRAM. b. The motherboard requires DDR SDRAM, not RDRAM. c. The motherboard requires all four slots filled with RDRAM. d. The motherboard requires the two empty slots to be filled with CRIMMs for termination.

d. *The motherboard requires the two empty slots to be filled with CRIMMs for termination.* RDRAM-based motherboards require empty slots to be filled with CRIMMs for termination.

CAT: RAM *Memory was added to a workstation. When the computer was booted, it reports memory errors. What is the most likely cause?* a. A different brand of memory was installed into bank two. b. The second memory stick was larger than the first. c. The second memory stick was smaller than the first. d. The new memory was installed in the second bank and runs at a lower speed than bank one.

d. *The new memory was installed in the second bank and runs at a lower speed than bank one.* For multiple memory sticks to be compatible, they need to run at the same speed. You might be able to get away with one stick being one step slower, if the motherboard supports it, and as long as it is not dual-channel memory. But it isn't worth the chance. If the sticks are not compatible, or if the second stick is not compatible with the motherboard, you will probably get memory errors during POST.

CAT: Video Displays and Video Cards *One of your co-workers just installed a newer, more powerful video card in a customer's computer. The computer powers down before it completes the boot process. Before the installation, the computer worked normally. Which of the following is the most likely cause of a problem?* a. The video card is not compatible with the CPU. b. The monitor cannot display the higher resolution of the new video card. c. The computer's RAM needs to be upgraded. d. The power supply is not providing enough wattage for the new video card.

d. *The power supply is not providing enough wattage for the new video card.* Today's video cards can be very powerful and might require a more powerful power supply than is in the computer currently. Video cards need to be compatible with the motherboard, not necessarily with the CPU. If the monitor could not display the higher resolution, the operating system would still boot but you would probably see garbled information on the screen. Because a video card comes with its own RAM, the computer's RAM usually does not need to be upgraded.

CAT: Printers *Your company's network printer is no longer printing. All cables and settings are correct. You can ping the gateway but not the printer's IP. Which is most likely the problem?* a. The printer memory is full. b. The printer needs a new maintenance kit. c. The printer is not running in full duplex. d. The printer NIC is faulty.

d. *The printer NIC is faulty.* The network interface card (NIC) must be faulty if everything else checks out. Be careful not to confuse duplex printing (printing on both sides of the paper) with full-duplex networking (transmission of data in both directions simultaneously). If the printer's memory was full, it could cause the printer to stop printing, but the scenario tells us that you can't ping the printer's IP address, which is a telling sign. It's possible that a printer could need a new maintenance kit, but it would stop printing only if something failed, at which point the printer needs more than maintenance—it needs repair.

CAT: Printers *A marketing employee commonly sends large print jobs to a printer. The employee tells you that during the jobs the printer spontaneously pauses and resumes several times. What is the most likely cause?* a. The toner cartridge is defective. b. The printer paper tray is not big enough. c. The printer needs updated drivers. d. The printer is overheating.

d. *The printer is overheating.* The printer is probably overheating during these long jobs. Perhaps the fuser is nearing replacement time. The fuser can run as hot as 400° Fahrenheit (204° Celsius), and some printers will pause printing when that temperature threshold is tripped. Once the temperature goes back below the threshold, the printer will begin printing again. If the toner cartridge was defective, you would get blank paper, lighter printing, or paper with lines or smears. As long as there is paper in the tray, the large print job will continue to print (if within operating temperature parameters). Updated drivers are only necessary when the printer will not print the data on the page correctly. Pausing the job in this scenario is not causing any print errors; it's just taking longer to complete.

CAT: Troubleshooting and Maintaining Windows *A computer is responding slowly and the Windows Task Manager shows that spoolsv.exe is using 95% of system resources. Which of the following is most likely the cause of this problem?* a. Windows update is running. b. A virus infection has occurred. c. Hyperthreading has been disabled. d. The printing subsystem.

d. *The printing subsystem.* The printing subsystem is most likely failing for one of a variety of reasons. The first solution is to end the spoolsv.exe service in the Task Manger or in the Command Prompt with the taskkill command. Then restart the computer. If that doesn't work, the system may have to be repaired, restored, or modified in the registry (which could be an in-depth process). It is also possible that a virus has compromised the system. There are viruses that are also called spoolsv.exe; a quick sweep of the system folders with AV software should uncover this...hopefully. If the Windows update was running, it should not take up that many resources—not nearly so. Also, the executable for that is wuauclt.exe. Hyperthreading can be disabled in the BIOS on some systems. This should have no effect on the ability of the system to multitask, though, and multiple processes should be able to run simultaneously without a problem.

CAT: Video Displays and Video Cards *A customer calls complaining that the movie he ordered from iTunes won't play on his second monitor because of an HDCP error. What could cause this problem?* a. The second monitor connects via DisplayPort. b. The second monitor connects via DVI. c. The second monitor connects via HDMI. d. The second monitor connects via VGA.

d. *The second monitor connects via VGA.* VGA does not support HDCP

CAT: Printers *A positive charge is applied to the paper by which laser printer component?* a. The laser b. The print drum c. The registration rollers d. The transfer corona wire

d. *The transfer corona wire* The transfer corona, also known as the secondary corona wire, charges the paper with a +600V charge.

CAT: Laptop and Notebook Computers *A laptop with an integrated 802.11 n/g card is unable to connect to any wireless networks. Just yesterday the laptop was able to connect to wireless networks. What is the most likely the cause?* a. The wireless card drivers are not installed. b. The wireless card is disabled in bios. c. The wireless card firmware requires an update. d. The wireless hardware switch is turned off.

d. *The wireless hardware switch is turned off.* The wireless hardware switch (or button) is turned off. Always check that Wi-Fi switch. If it is enabled, then make sure that the wireless adapter is enabled in Windows. Check if the laptop is within range of the wireless access point. The drivers and the firmware should not be an issue because the laptop was able to connect yesterday. However, you never know what might have happened, so check those later on in your troubleshooting process.

CAT: I/O and Input Ports an Devices *What is the maximum number of SATA drives you can have on a system?* a. One master, one slave b. Two, with no master/slave distinction c. Eight d. There is no maximum other than the limitations of your motherboard.

d. *There is no maximum other than the limitations of your motherboard.* There is no maximum number of SATA drives you can have on a system beyond the limits imposed by the number of ports on your motherboard/host card.

CAT: Networking *You are tasked with plugging a network patch cable into an inactive drop within a user's cubicle. Which tool enables you to find the correct network drop in the wiring closet so that you can make the port hot?* a. PSU tester b. Multimeter c. Cable tester d. Tone and probe kit

d. *Tone and probe kit* The tone and probe kit allows you to find the network drop in the wiring closet. How this would work is you would take the tone generator portion of the tone and probe kit and connect it via RJ45 to the network port in the user's cubicle. Switch it on so it creates tone. Then go to the wiring closet (or network room or server room) and use the probe (an inductive amplifier) to find the tone. You do this by pressing the probe against each of the cables. This is an excellent method when there are dozens, or hundreds, of cables in the wiring closet. Once you find the right cable, plug it into the patch panel or directly to a network switch. When you return to the user's cubicle, the RJ45 jack should be hot, meaning it can be used to send and receive data. As for the other answers: A PSU tester tests the power supply of a computer. A multimeter can test any wire's voltage or AC outlets. Cable tester is somewhat of a vague term, but it usually either means a network patch cable tester or a LAN tester, which checks the individual wires of longer network cable runs.

CAT: Mobile Devices *John has a high-resolution image on his iPad of his 2-year-old son and the family dog. The image initially displays smaller than the screen, so he wants to zoom in to get the details of his son's expression. How can he accomplish this task? (Select two.)* a. Click the mouse in the middle of the picture to select it, then use the scroll wheel on the mouse to zoom in. b. Tap the picture with his index finger on his son's face. c. Right-click the picture with his index finger on his son's face. d. Touch his son's face on the screen with his thumb and finger, then pinch outward to scroll in.

d. *Touch his son's face on the screen with his thumb and finger, then pinch outward to scroll in.* John can pinch outward with his fingers to zoom in on the image.

CAT: Laptop and Notebook Computers *On a laptop, which of the following would most likely be a pointing device?* a. Serial mouse b. PS/2 mouse c. USB mouse d. Touchpad

d. *Touchpad* The touchpad is the most likely of the listed devices. Serial devices (and the port in general) are found less and less often on laptops. (They are extinct on new laptops.) PS/2 mice are also rare. Both of these have given way to the touchpad and external USB mice.

CAT: Networking *Which of the following commands facilitates viewing the entire path from you to a server on the other side of the country?* a. Ipconfig b. Ping c. Nslookup d. Tracert

d. *Tracert* tracert (short for trace route) can show the entire path between you and a final destination, displaying every router (or hop) in between. A similar command that gives slightly less information is pathping. ipconfig displays basic information about your network connection. ping tests your network connection against other hosts. nslookup enables you to look up name servers and run several commands when connected in the NSLOOKUP shell, thereby allowing you to configure and modify a name server.

CAT: Security *What type of malicious software does something totally different than what the user expects?* a. Virus b. Virus definitions c. Worm d. Trojan virus

d. *Trojan virus* A Trojan virus is a piece of software that does something totally different than what the user expected when he installed the application.

*Which processor is the AMD 64-bit processor designed for laptop systems?* a. Core 2 b. Athlon 64 c. Phenom II d. Turion 64

d. *Turion 64* The Turion 64 is the AMD 64-bit mobile processor to be used on laptop systems.

CAT: Operational Procedures and Communications Methods *You are working just outside a server room that is being built, and you hear a loud popping sound from inside. As you enter the server room, you notice an electrician lying on the floor with an electrical cord in his hand. What should you do first?* a. Call 911. b. Call the building supervisor. c. Pull the electrician away from the cord. d. Turn off the electrical power at the source.

d. *Turn off the electrical power at the source.* If the electrician is being electrocuted, you do not want to touch him. Because it appears that the power is still on, turn it off at the source (if it is not near the sparking wire). This will usually be the circuit breaker. Then call 911. Do not move the cord or the electrician; you could be next.

CAT: I/O and Input Ports and Devices *A serial port receives and sends serial data. What chip translates that serial data into parallel data for the computer to use?* a. Parallel translator chip b. Serial translator chip c. COM chip d. UART chip

d. *UART chip* The UART chip handles the serial to parallel and parallel to serial translation.

CAT: Storage Devices *Your client wants to use an external hard disk to perform backups. Which of the following interfaces is the fastest?* a. USB 2.0 b. FireWire 800 (IEEE 1394b) c. eSATA 1.5Gbps d. USB 3.0

d. *USB 3.0* USB 3.0 is the fastest (5 Gbps) of the ports listed here. Note that some older backup programs don't support USB 3.0.

CAT: Installing and Upgrading Windows *You create an answer file to aid in installing Windows 7. Which type of installation are you performing? (Select the best answer.)* a. Disk image installation b. USB installation c. Multiboot installation d. Unattended installation

d. *Unattended installation* An unattended installation of Windows 7 requires an answer file. This file (normally named unattend.xml) can be created by using the Windows System Image Manager (SIM) program. Unattended installations can be done locally or as part of a network installation using Windows Deployment Services (Server 2008) or Remote Installation Services (Server 2003). Disk image installations use third-party programs such as Ghost or work with a System Restore image created within Windows. Local installation from USB is possible if you copy the Windows 7 .iso file to the USB flash drive (if the drive is big enough) and obtain the USB/DVD download tool from the Microsoft website. A multiboot installation means that more than one operating system are being installed to the same drive. One or both of these could possibly be unattended installations. Remember that with multiboot installs, each OS should inhabit its own primary partition.

CAT: Installing and Upgrading Windows *If Windows locks up during the installation, what should you do?* a. Press CTRL-ALT-DEL to restart the installation process. b. Push the Reset button to restart the installation process. c. Press the ESC key to cancel the installation process. d. Unplug the computer and restart the installation process.

d. *Unplug the computer and restart the installation process.* If Windows locks up during the installation, you should unplug the computer and restart the installation process.

CAT: Operational Procedures and Communications Methods *Your co-worker Jake is planning on using an extension magnet to pick up a screw that dropped inside a computer case. What should you recommend he do before attempting this?* a. Make sure the extension magnet is rubber coated b. Back up the computer to prevent any potential loss of data c. Turn on the computer to prevent shorts d. Unplug the power cord to prevent shorts

d. *Unplug the power cord to prevent shorts* You should recommend to your co-worker that he unplug the power cord to prevent shorts. Always unplug the computer before working on it. There are other tools that you can use as well—for example, the 3-prong parts grabber or, for something nonmetallic, the plastic tweezers. You could also try turning the computer upside down and letting gravity do its thing (if the computer is light enough). Backing up the computer's data is not necessary if you take the right precautions. Definitely do not turn on the computer. Make sure the computer is off and unplugged.

CAT: Using and Managing Windows *What is the risk of using an unsigned driver?* a. Unsigned drivers are only reliable when using Windows NT 4.0. b. Unsigned drivers are missing their SIG files. c. Unsigned drivers are not backward compatible with older hardware versions. d. Unsigned drivers have not been tested by Microsoft.

d. *Unsigned drivers have not been tested by Microsoft.* Unsigned drivers have not been tested by Microsoft's hardware qualification labs and, as such, are missing their CAT files. These drivers might work, but they are not verified by Microsoft.

CAT: Customized PCs and Multimedia Devices *A Windows 7 computer has an Experience Index of 3.8. The technician discovers that the computer has the following:* *Performance index RAM1GB4.6Video3D3.8CPU2,4GHz4.2.* *The technician upgrades the memory to 2 GB and gets the following results:* *Performance index RAM2GB5.0Video3D3.8CPU2,4GHz4.2.* *But the Windows Experience Index is still at 3.8. Which of the following can the technician do to improve the performance index?* a. Double the RAM again b. Upgrade the CPU to 3 GHz c. Increase the resolution on the screen d. Upgrade the video card

d. *Upgrade the video card* Upgrade the video card. The Windows Experience Index is based on the lowest component score. In this case that is the video card. You'll note that there is a number after each component. After the RAM upgrade those numbers are RAM: 5.0, Video: 3.8, and CPU: 4.2. The video score is the index. So, the lowest common denominator should be upgraded. Increasing the resolution on the screen won't have an effect, or it will cause the index for video to go down.

CAT: Using and Managing Windows *A client's system drive (which is formatted as NTFS) is running low on space, but there isn't time to take the computer out of service to install a larger hard disk. Which of the following procedures would enable you to add an external drive that will be used by Windows as if it's part of the C: drive?* a. Format an external drive as NTFS and assign it to a library. b. Use the CONVERT.EXT utility. c. Run the Mount Drive subroutine in Disk Management. d. Use Change Drive Letters and Paths to assign the drive to an empty folder on the system drive.

d. *Use Change Drive Letters and Paths to assign the drive to an empty folder on the system drive.* By using Change Drive Letters and Paths, you can mount an external hard disk into an empty folder on an NTFS drive. Windows views the external drive's capacity as an extension of the host drive's capacity.

CAT: Troubleshooting and Maintaining Windows *A computer has stopped working after several hardware and software changes were made to it on the previous day before you were called. What is the fastest and most reliable way to restore the computer to good working order?* a. Restore the most recent system backup. b. Boot to the Last Known Good Configuration. c. Edit the System Registry. d. Use System Restore.

d. *Use System Restore.* By choosing a restore point just prior to the recent hardware and software changes, you can quickly restore the system to good working order. To determine which change caused problems, install each change one at a time, and restart the system as prompted. B (Last Known Good Configuration) will not work because the system was probably rebooted at least once during the hardware and software installations.

CAT: Technician Essentials and PC Anatomy 101 *A computer you are working on has a lot of dust inside it. How should you clean this?* a. Disassemble the power supply and remove the dust. b. Use a vacuum to clean up the dust. c. Use a surface dust cleaning solution. d. Use compressed air to remove the dust.

d. *Use compressed air to remove the dust.* Compressed air is safe. However, you might want to do this outside and vacuum up the left over residue. Never disassemble the power supply. It is called a field replaceable unit (FRU) for good reason. Do not stick a vacuum cleaner inside a computer; it could damage the components. Do not spray any kind of solutions inside the computer; this will damage the components.

CAT: Video Displays and Video Cards *If your monitor has low contrast and brightness, what might you do to correct the problem?* a. Change the refresh rate. b. Reinstall the monitor. c. Check the connection d. Use the OSD button on the front of the monitor.

d. *Use the OSD button on the front of the monitor.* When installing a new monitor it might not accept the current settings, so using the buttons on the front of the monitor, you can adjust your picture size.

CAT: Troubleshooting and Maintaining Windows *Jim attempts to plug a scanner into the front USB port of a Windows computer, but the scanner does not power on. What should you recommend to Jim?* a. Use a different USB cable b. Run Windows update on the computer c. Upgrade the computer's drivers d. Use the onboard USB ports

d. *Use the onboard USB ports* Tell the customer to use the onboard ports. This means the ports that are integrated directly to the motherboard on the back of the computer. It's a quick temporary fix but should work because they are hardwired to the board. The front USB plugs are part of the computer case; they probably were never connected to the motherboard properly. Now, you should also check if the USB scanner needs to be plugged into an AC outlet. If the back USB ports don't work, then you could try a different USB cable. Software shouldn't affect the USB device getting power. If it has a proper USB connection, it should power up. But, after that, if Windows doesn't recognize it, try updating drivers and Windows.

CAT: Using and Managing Windows *What feature in Windows 7 opens a consent prompt for standard users to enter administrator credentials to accomplish various tasks reserved for the latter group?* a. User Access Command b.User Access Control c. User Account Command d. User Account Control

d. *User Account Control* The User Account Control feature in Windows 7 provides a consent prompt for standard users to enter administrator credentials to accomplish various tasks normally reserved for the Administrators group.

CAT: Using and Managing Windows *Users are reporting to you that a Windows 7 feature asks them for confirmation before running certain applications or when making system changes. What is the name of this Windows feature, and where should you direct users to turn the functionality off?* a. Security Center; it can be turned off in the services MMC snap in. b. User Account Control; it can be turned off under Security in the Control Panel. c. Windows Firewall; it can be turned off under System Properties. d. User Account Control; it can be turned off under User Accounts in the Control Panel.

d. *User Account Control; it can be turned off under User Accounts in the Control Panel.* User Account Control (UAC) is the portion of Windows that asks for confirmation of administrative rights before allowing a user to make system changes or run certain applications. It can be disabled within the User Accounts applet within the Control Panel by clicking the Change User Account Control Settings link. But beware; only users that have administrative rights should even be permitted to turn this off.

CAT: Installing and Upgrading Windows *Which group is best to assign to a home user to prevent software installation?* a. Administrators b. Power users c. Remote Desktop users d. Users

d. *Users* The standard user cannot install software or make changes to the system without knowing an administrative login. Administrators have full control over a system. Power users in Windows XP were able to install programs but are not allowed in Windows 7 or Vista. Remote Desktop users can remote into other machines in order to control them from another location.

CAT: Technician Essentials and PC Anatomy 101 *Which of the following does not help improve computer airflow?* a. Adding exhaust fans b. Leaving spaces between devices c. Keeping vents clear of debris and dust d. Using ribbon cables where possible

d. *Using ribbon cables where possible* Ribbon cables create small walls in the path of airflow and can be replaced with rounded cables to improve airflow in most situations.

*Which CPU feature enables the microprocessor to support running multiple operating systems at the same time?* a. Clock multiplying b. Caching c. Pipelining d. Virtualization support

d. *Virtualization support* Intel and AMD CPUs come with virtualization support, enabling more efficient implementation of virtual machines.

CAT: Networking *A customer has a home office. Which of the following technologies would benefit from the use of QoS?* a. SSID b. Instant messaging c. E-mail d. VoIP

d. *VoIP* Voice over IP (VoIP) is a streaming telephony application. Streaming applications such as VoIP and online games can benefit from QoS. QoS stands for Quality of Service, which is the capability to provide different priorities to different applications. It guarantees network bandwidth for real-time streaming of the media applications such as VoIP. The SSID is the name or identifier of a wireless network. Instant messaging and e-mail are not streaming applications; therefore, they would not benefit from the use of QoS.

CAT: Networking *Which encryption protocol offers the best security?* a. Hi-Encrypt b. WEP c. WPA d. WPA2

d. *WPA2* WPA2 is the best of the encryption technologies listed.

*When troubleshooting a software problem on Phoebe's computer and listening to her describe the problem, your beeper goes off. It's your boss. Which of the following is the most appropriate action for you to take?* a. Excuse yourself, walk out of the cube, and use a cell phone to call your boss. b. Pick up Phoebe's phone and dial your boss's number. c. Wait until Phoebe finishes her description and then ask to use her phone to call your boss. d. Wait until Phoebe finishes her description, run through any simple fixes, and then explain that you need to call your boss on your cell phone.

d. *Wait until Phoebe finishes her description, run through any simple fixes, and then explain that you need to call your boss on your cell phone.* Focus on the customer and don't use her things.

CAT: Troubleshooting and Maintaining Windows *In Windows Vista, when will a computer dump the physical memory?* a. When the wrong processor is installed b. When a device is missing drivers c. When the computer was shut down improperly d. When the computer detects a condition from which it cannot recover

d. *When the computer detects a condition from which it cannot recover* If the computer fails and cannot recover, you usually see some type of critical or stop error. At this point, you must restart the computer to get back into the operating system (unless it is configured to do so automatically, which is the default setting in Windows 7/Vista). The reason for the physical dump of memory is for later debugging. The physical dump writes the contents of memory (when the computer failed) to a file on the hard disk. Missing drivers will not cause this error, but a failed driver might. If the wrong processor is installed, you can probably not get the system to boot at all. Shutting down the computer improperly just means that the computer recognizes this upon the next reboot and asks whether you want to go into Safe Mode.

CAT: I/O and Input Ports and Devices *Roger informs you that none of the three SCSI drives can be seen on his SCSI chain. What should you check?* a. Whether the host adapter is terminated and that the disks have consecutive IDs of 1, 2, and 3 b. Whether the SCSI adapter has an ID of 7 or 15, and whether all the disks are terminated and have consecutive IDs of 0, 1, and 2 c. Whether the host adapter has an ID of 0, and whether the disks are terminated with the same ID d. Whether the SCSI adapter has an ID of 7, and whether both ends of the chain are terminated, and that each disk has a unique ID

d. *Whether the SCSI adapter has an ID of 7, and whether both ends of the chain are terminated, and that each disk has a unique ID* The adapter should use the ID 7. Both ends of the SCSI chain need to be terminated (some SCSI cards and devices auto-terminate). Each disk needs a unique ID. The particular ID you give the disks doesn't matter.

CAT: Mobile Devices *What can be described as a mobile device sharing its Internet connection with other Wi-Fi capable devices?* a. USB tethering b. Wi-Fi sharing c. Internet pass-through d. Wi-Fi tethering

d. *Wi-Fi tethering* Wi-Fi tethering is when a mobile device shares its Internet connection (effectively becoming its own hotspot) with other Wi-Fi capable devices. USB tethering is when a mobile device shares its Internet connection with a PC or laptop via USB. Wi-Fi sharing is not a typically used term. Internet pass-through is when a mobile device connects to a PC via USB, making use of the PC's Internet connection—basically the reverse of USB tethering.

CAT: Using and Managing Windows *A Windows 7 Ultimate computer using IP address 192.168.1.5 on the network serves the bulk of the data to the rest of the six computers within a HomeGroup. Suddenly, though, neither your computer nor any of the other systems can access that Windows 7 Ultimate computer. Which command would you use on your local computer to find out if the Server service is running on 192.168.1.5 and which ID number is the Server service?* a. netstat -a and <00> b. nbtstat -a and <00> c. netstat -A and <20> d. nbtstat -A and <20> e. netstat -A and <03> f. nbtstat -A and <03>

d. *nbtstat -A and <20>* Use the nbtstat -A command. This allows you to check the name table of the remote computer by connecting to it with an IP address. -a connects by computer name (though an IP address can still work if proper resolution methods are available on your network). Note that the options for nbtstat are case sensitive. <20> is the number associated with the server service, the service that allows the Windows 7 Ultimate computer (IP address 192.168.1.5) to serve data to other systems on the network. If it was functioning, you would see it listed along with the Workstation service <00> and perhaps the Messenger service <03>. However, if the server service was not running, you wouldn't even be able to connect to the Windows 7 Ultimate computer at all—not with nbtstat, by ping, or any other method, until the problem is repaired. That one might have been considered a "doozie".

CAT: Networking *What command-line utility would you run to show a list of network computers?* a. net send b. show net_servers c. net use d. net view

d. *net view* Use the net view command to show a list of computers on the network.

CAT: Troubleshooting and Maintaining Windows *What command is used to restart a service from the command prompt?* a. service.exe b. services.exe c. cmdrun.exe d. net.exe

d. *net.exe* net.exe is the command that can stop and start services from the command prompt.

CAT: Using and Managing Windows *What is the first file that is loaded as part of the Windows XP boot process?* a. io.sys b. ntbootdd.sys c. ntbooter d. ntldr

d. *ntldr* ntldr is the first file that loads as part of the Windows 2000 boot process.

CAT: Troubleshooting and Maintaining Windows *The system Registry for Windows XP is extremely important. What file or files make up the user portion of the Registry?* a. registry.dat b. system.ini and registry.dat c. user.dat d. ntuser.dat

d. *ntuser.dat* The file that makes up the user portion of the Registry in Windows XP is ntuser.dat.

CAT: Troubleshooting and Maintaining Windows *What programs can be used to edit the Registry on a Windows XP computer?* a. registry.exe b. cfgedit.exe c. regedt32.exe d. regedit.exe

d. *regedit.exe* regedit.exe is the editor for Windows XP computers. If you are using Windows 2000, you can use either regedit.exe or regedt32.exe, but with Windows XP, if you run regedt32.exe, you will actually open regedit.exe.

CAT: Installing and Upgrading Windows *What is the command used to remove unique data from a system before it is imaged?* a. dism.exe b. imagex.exe c. oscdimg.exe d. sysprep.exe

d. *sysprep.exe* Sysprep.exe is used to prepare a system for imaging by removing unique data from a system.

CAT: Troubleshooting and Maintaining Windows *Which files on your hard drive make up the Windows XP Registry?* a. system.dat and registry.dat b. user.dat and system.dat c. user.dat and hardware.dat d. system, sam, security, and ntuser.dat

d. *system, sam, security, and ntuser.dat* system, sam, security, and ntuser.dat, in addition to software, are the files that make up the Registry. All of the files are found in <%systemroot%>\system32\config, with the exception of ntuser.dat, which is found in each user's profile directory.

CAT: Using and Managing Windows *You need to regularly back up files in a directory, but you want to back up only files that have changed. What commands can you use to accomplish this in the easiest way possible?* a. fc and xcopy b. attrib and copy c. fc, changes, and xcopy d. xcopy and attrib

d. *xcopy and attrib* The attrib.exe command can be used to remove the archive attribute from all files in a directory structure. Then, as files are modified, you can use xcopy *.* c:\backuplocation /s /a to copy all the files to a new location. If you want your next copy to copy the files that were modified since the last copy, you have to use the attrib command to remove the archive attribute again.

CAT: Using and Managing Windows *Ray used file properties to hide files in his folder and now needs to get the files back. Using a command-line tool, which of the following combination of parameters will make the files viewable once again?* a. Attrib - RV *.* b. Attrib - A+H *.* c. Attrib + A+ *.* d. Attrib -H *.*

d. Attrib -H *.* Attrib -H *.* will unhide all of the files in the folder. The attrib command allows you to work with four different file attributes that I like to refer to as RASH. R stands for Read-only, A = Archive, S = System, and H = Hidden. Using a minus sign will remove the attribute, while a plus sign will add the attribute. Since the files were already hidden, we needed to use the minus sign to remove the attribute and be able to view the files. *.* means all the files with all extensions within that particular directory. Check out the attrib command in the Command Prompt for yourself by typing attrib /?. Ray is always doing interesting things in my books.

CAT: Using and Managing Windows *Which is the best password for the user Joy, who has a pet named Fido and a birth date of January 8, 1982?* a. joy1982 b. joylovesfido c. 1982cutie d. oddvr88*

d. oddvr88* Of the choices listed, oddvr88* would be the best password; it has a non-alphanumeric character, which makes it more difficult for a hacker to crack.