COMPTIAA+ 220-901 -Hardware and Network Troubleshooting, 4.1;Given a scenario, troubleshoot common problems related to motherboards, RAM, CPU and power with appropriate tools.
For devices such as laptops that can be prone to overheating, what do you suggest to your users?
Keep the laptop on a surface that is free of obstructions
If you have an onboard Redundant Array of Independent Disks (RAID) controller and a functional RAID array on your server, from which of the following should your default boot device be set to boot?
RAID
A sudden, catastrophic disk failure
Self-Monitoring, Analysis, and Reporting Technology (S.M.A.R.T.) NOT effective
If the file has been overwritten
file recovery software NOT work to retrieve a deleted file
The printer head needs to be cleaned if you
see streaks on a printed page
Put these computer interface standards in order from fastest to slowest. USB 3.0/3.1 One stream of 802.11n Bluetooth version 2.0 + EDR SATA revision 3.0 FireWire Beta mode 802.11g
SATA Revision 3.0 (6.0 Gbit/s) USB 3.0/3.1 (5 Gbit/s) FireWire Beta mode (800 Mbit/s) One stream of 802.11n (150 Mbit/s) 802.11g (54 Mbit/sec) Bluetooth version 2.0 + EDR (3 Mbit/s) 220-901, Objective 1.7 - Computer Interface Speeds and Distances
You boot a system that has 16 gigabytes (GB) of Random Access Memory (RAM) configured in four 4 GB dual in-line memory modules (DIMMs), but during power-on self-test (POST) you notice that the system only shows 12 GB RAM total. How do you troubleshoot this problem?
Test the memory DIMMs and memory slots
If the Master Boot Record (MBR) becomes damaged or corrupted, which of the following is the likely result?
The "Missing Operating System" message displays upon boot.
Which hardware components do power-on self-test (POST) errors in the 17xx range direct you to investigate or troubleshoot?
Hard Drives
If you hear a loud whine or squeal from your computer, which two components should you inspect as the source of the problem?
Hard disk and power supply
A user reports that their email client is failing to receive email and after a quick review of the issue, it appears to be an email decryption issue. What should you attempt to perform first as a workaround?
Help the user log into a webmail browser or attempt to access their email with a different email client
You find that your Global Positioning System (GPS) service is not functioning, which makes using map programs impossible. How do you troubleshoot this problem?
Verify that app-specific location services is enabled
What should you verify if your computer's monitor remains blank, even though you've checked all power connections to your computer's monitor, already verified the monitor's functionality on another system, and ensured power-saving is not enabled?
Verify that the monitor's video cable is properly connected to the computer's video output
Which action should you take if you receive the message "RAID not found" from a system?
Verify that the motherboard supports Redundant Array of Independent Disks (RAID)
You find that you have no network connectivity after a thorough physical connectivity check between your computer and the Ethernet jack. What do you check next?
Verify that the operating system recognizes the network interface card (NIC)
A small group of users has reported that their tablet computers' speakers are not playing sound of any kind—music, voice, or system sounds. What do you check as a first step in resolving the problem?
Verify that the sound is not muted
After checking a printer's physical connectivity and after power cycling it, you receive an "access denied" message. What do you check now that the printer appears to be fully functional?
Verify the correct Internet Protocol (IP) address for the printer
User network access
not a problem with print quality
You're designing a Home Theater PC. Which of these options would be the best choice to include in this build? 4 GB RAM 16 GB RAM VGA output HDMI output 2 TB hard drive 64 GB SSD Surround sound audio Liquid cooling system
16 GB RAM HDMI output 2 TB hard drive Surround sound audio A home theater PC needs good audio, video, and plenty of room to store the video content. With this design, a 64 GB SSD wouldn't be large enough for much video storage, and the speed of SSD isn't the primary concern with this particular platform. Surround sound audio and HDMI output would be standard for a home theater PC. Most home theater applications need more memory than a word processor or spreadsheet, so 16 GB would be more appropriate than 4 GB. Although heat is always a concern in any computing platform, a home theater PC only needs to be air cooled with case fans. Although it wasn't listed in the available hardware options, a home theater PC would also include some type of video tuner or video input so that live television could also be recorded for later viewing. 220-901, Objective 1.9 - Designing Custom Computer Systems
C
4-1. During normal computer use, you suddenly notice a burning smell coming from your PC. However, there's no smoke visible and your computer is running just fine. What's should your next step be? A. Continue using the computer B. Run hardware diagnostics on the computer C. Power off the computer and unplug it from the power source D. Immediately start a backup job
D
4-10. You can't browse to Google's search page at http://www.google.com, so you've started the troubleshooting process. Your workstation IP address is 192.168.1.5, your subnet mask is 255.255.255.0, your default gateway is 192.168.1.1, and your domain name servers are 10.2.2.1 and 10.2.2.2. You can successfully ping your local IP address, your default gateway, and Google's DNS server at 8.8.8.8. Which of the following is the most likely cause of this issue? A. Your Ethernet adapter's duplex setting is incorrect B. The default gateway is faulty C. The Internet connection is down D. Your DNS servers are faulty E. The default gateway configuration is incorrect
D
4-100. Your computer is taking a long time to perform name resolutions when you're browsing, so you'd like to see which DNS server is configured on your workstation. Which of these command line utilities can provide DNS configuration information? A. sfc B. chkdsk C. msconfig D. ipconfig
D
4-101. Which of these would be the best way to determine the route between your computer and a remote device at 192.168.1.2? A. net route 192.168.1.2 B. ping 192.168.1.2 C. nbtstat 192.168.1.2 D. tracert 192.168.1.2 E. netstat -r 192.168.1.2
A
4-102. Your desktop computer is not starting when you turn on the power. The system lights up, but the computer never displays anything on the screen. You've checked the voltage coming out of the wall outlet with a multimeter, and it appears to be normal. You also checked the power connector on the motherboard, and found that the 12 volt pin was only showing 6 volts. What is the most likely cause of this issue? A. The power supply is faulty B. The motherboard is faulty C. The computer devices that use 12 volt power are faulty D. The wall outlet voltage is mismatched to the power supply
A
4-103. Your laptop has worked without an issue for a year, but you've recently had to replace your power adapter and power cord. Now you notice that the laptop powers on properly, but the battery will not charge while the laptop is powered on. When the laptop is powered off, the battery charges normally. Which of these would be the most likely cause of this issue? A. The new power adapter does not have enough wattage to power the laptop and charge the battery at the same time B. The new power adapter has damaged the battery C. The new power supply requires an OS-specific driver to regulate battery charging D. The laptop's charging system is incompatible with the model of power adapter
C
4-104. Which of these commands will display NetBIOS names from SERVER1? A. netstat -A server1 B. nbtstat -n server1 C. nbtstat -a server1 D. ipconfig -A server1 E. nbstat -a server1
A
4-105. One of your desktop computer systems consistently hangs the operating system after two hours of operation. Which of these would be the best next troubleshooting step? A. Run motherboard diagnostics B. Upgrade the BIOS C. Check the startup process with a POST test card D. Disable all external peripherals
D
4-106. Which of these would be the best way to test printer output without using the print function of a Windows application? A. Print from the Windows Recovery Console B. Connect the printer to an Linux workstation C. Use any application, but print in black and white instead of color D. Use the "Print Test Page" function from the printer driver E. Hold the "PrtScn" key when Windows is starting
D
4-107. Which of these commands can be used in Windows 7 to partition a storage device? A. FDISK B. PARTITION C. FORMAT D. DISKPART
C
4-108. A mobile device is displaying the main screen, but the touchscreen is not responding to any input. Which of the following would be the best next troubleshooting step? A. Perform a factory reset B. Replace the touchscreen hardware C. Restart the device D. Upgrade the mobile device operating system E. Connect a charging cable
B
4-109. You've just installed a mini-PCI 802.11g wireless adapter into a laptop, but you are having difficulty maintaining a constant network connection. Upon checking the signal strength, you find that the signal is barely registering even when the laptop is next to the access point. What is the most likely cause of this issue? A. The mini-PCI card is not compatible with this laptop model B. The antenna cable is not properly connected to the mini-PCI card C. The mini-PCI adapter is not configured with the correct drivers D. The mini-PCI adapter is 802.11g and the access point is 802.11b
C
4-11. The output from a graphics program to a laser printer shows a thin black streak that runs the length of the page. What's the first thing you should do to troubleshoot this problem? A. Reinstall the graphics program B. Clean the corona wire C. Print a test page D. Replace the toner cartridge
A
4-110. When a color graphic is printed from an inkjet printer, the colors are not accurately represented on the page. Which of these would be the most likely cause of this issue? A. The printer is low on ink B. The fuser is not working properly C. The print head is clogged D. The printer carriage is not aligned properly
C
4-111. In which of these cases would you be most likely to use a loopback plug? A. Connect two Ethernet devices directly together B. Test power supply voltages C. Perform diagnostics on an Ethernet adapter D. Determine the pinouts of an Ethernet cable E. Redirect network traffic to a protocol analyzer
A
4-112. One of your printouts has jammed in the middle of a page. Which of these would be the best way to restart the printing from the beginning of the document without losing your place in the print queue? A. Restart the print job from the printer queue B. Restart the printer in Device Manager C. Find the print job in the Task Manager and restart D. Restart the print spooler from Windows Services
C
4-113. What functions are primarily associated with the "net" command? A. Validates the reachability of a host across the network B. Provides the IP configuration of a workstation C. Provides access to Windows networking features from the command line D. Traces the route that IP packets take from one device to another
B
4-114. One of your customers has installed a new modem into their desktop computer by adding a modem adapter card into a free adapter card slot. However, when they start Windows 7 the card isn't recognized automatically and the adapter doesn't appear in Windows Device Manager. What is the most likely cause of this problem? A. The modem card drivers are not loaded B. The adapter card is not seated properly C. The adapter slot is disabled in the BIOS D. The modem card is not compatible with your computer
A
4-115. You have an old program that you rarely use, but today you've launched the application to grab a quick printout. Unfortunately, the output from your color laser printer is completely unreadable. Instead of normal text, the display is full of special characters, block graphics, and other odd symbols. When you use the Windows Printer Test Page, the printer works properly. Which of these would be the most likely cause of this printing problem? A. The application is not configured properly B. The printer driver has recently been updated C. The printer cable is faulty D. The printer buffer memory is too small for your output
C
4-116. When you turn on your laptop computer, you notice that the LCD display is displaying information, but it's very dark and difficult to read. Which of these would be the most likely cause of this issue? A. The laptop power supply is faulty B. The LCD display is faulty C. The inverters are faulty D. The video driver needs to be upgraded E. The LCD is not set to the native resolution
C
4-117. Every time you start your computer, it complains that the configuration is invalid and the date and time is reset back to defaults. What is the most likely cause of this issue? A. The BIOS needs to be upgraded B. The power supply is faulty C. The computer's battery needs to be replaced D. The motherboard is faulty
B
4-118. You have just upgraded the LCD display on your desktop computer, and you can see the normal POST messages appear when starting your system. When Windows begins to load, however, the display goes black and does not show any further messages. Which of these would be the next best step for troubleshooting this issue? A. Boot into the recovery console and manually remove the registry entries for the video driver B. Start Windows in VGA mode C. Return the LCD display and get a replacement D. Boot into the recovery console and delete the video driver files
D
4-119. You come into the office on a Monday morning after a weekend network upgrade. Almost everything appears to be working normally, except your networked laser printer is not visible on the network. Which of these would be the most likely cause of this issue? A. The printer's print queue is corrupted B. The printer is out of ink C. The new network configuration can't support laser printers D. The printer has a bad IP address
B
4-12. One of your clients is having a problem with their printer. When printing certain graphical documents, the printer will not print the page and gives an "out of memory" error. What type of printer is the client using? A. Inkjet B. Laser C. Thermal D. Dot-Matrix
C
4-120. You have just installed a new motherboard, but the system will not POST. When you check the motherboard power connection with a multimeter, you find that the 5 volt rail is showing 5 volts but the 12 volt rail is showing zero volts. Which of these would be the most likely cause of this issue? A. The new motherboard is faulty B. The building power receptacle is faulty C. The power supply is faulty D. The AC power cable is faulty
D
4-121. Which of these would be the most likely reason a laser printer would show an "Out of Memory" error? A. The output was designed in color, but the laser printer prints only black and white B. The output is a 125-page book report C. The printer is low on toner and cannot complete the print job D. The output is a very complex diagram E. The connection between the computer and the printer is faulty
B
4-122. You need to write a script that will add a group of new users to the Windows Active Directory domain. Which of these commands would be the best choice for this requirement? A. nslookup B. netdom C. netstat D. net add E. nbtstat
A
4-123. Your server has a RAID 1 array that has alarmed with a failed drive. Which of these would be the best next step? A. Replace the bad drive B. Replace all drives in the array C. Reseat the drive controller adapter card D. Replace the cables used by the faulty drive
A,B,C
4-124. You would like to know the IP address of www.professormesser.com. Which of these utilities can provide you with the IP address of a device if you already know the host name? Pick three. A. ping B. tracert C. nslookup D. ipconfig
D
4-125. Your computer is beginning to experience a new issue where it abruptly shuts down after less than an hour of heavy utilization. You also notice that something is loose and bouncing around inside of the PC's desktop case when it's moved. What is the most likely cause of this shutdown problem? A. A memory module has dislodged from the motherboard B. The hard drive is beginning to fail C. An adapter card is loose D. The processor's heat sink has detached from the CPU
A
4-126. Your test print from the front panel of the laser printer resulted in a blank sheet of paper. Which of these would be the best next troubleshooting step? A. Check the printer consumables B. Stop and restart the Windows Spooler service C. Replace the printer cable D. Run a Windows test print
C
4-127. What would you expect to see if your laptop's LCD inverter is faulty? A. The LCD screen would not display any colors B. The LCD screen would be completely white C. The LCD backlight would not be lit D. The LCD screen would show everything in reverse
C
4-128. You've just installed a new power supply, but you notice that your DVD-ROM drive is not receiving any power. Which of these would be the best next troubleshooting step? A. Swap the power supply for a brand new model B. Replace the power supply for one with a higher wattage rating C. Use a multimeter on the DVD-ROM Molex connector D. Replace the DVD-ROM drive
B
4-129. One of your computers is randomly giving a blue Windows STOP error multiple times a day. The problem always occurs when the processor is under heavy use, such as video rendering or graphics editing. The computer runs without any errors the rest of the time. Which of these would be the best start for troubleshooting this problem? A. Perform a hard drive diagnostic B. Check the system for overheating C. Examine the USB port power usage D. Update the video driver
B
4-13. You've upgraded the power supply of a computer to prepare for a video card and hard drive upgrade. However, when the computer is powered on, all of the components are functional except for the DVD-RW drive. The voltage at the wall outlet and the voltages coming from each output from the power supply appear to be normal. What is the most likely cause of this faulty DVD-RW drive? A. The DVD-RW drive is incompatible with the new power supply B. The DVD-RW drive is not connected to the new power supply C. The new power supply is faulty D. The DVD-RW drive was damaged during the power supply installation
A
4-130. Which of these commands would repair a volume boot record in a Windows Vista system recovery option command prompt? A. BOOTREC /fixboot B. FIXMBR C. FIXBOOT D. BOOTREC /fixmbr
D
4-131. What would you commonly find in the first sector of a storage device? A. Boot loader B. BIOS C. Registry D. Boot sector
A
4-132. Which of these commands could be used with Windows 7 to repair a master boot record? A. bootrec /fixmbr B. fixmbr c: C. fixboot /mbr D. bootrec /mbrfix
A
4-133. You'd like to monitor the temperature of your hard drive over a 24 hour period. Which of the following would be the best choice for this task? A. S.M.A.R.T. B. ACPI C. BIOS Diagnostics D. USB E. Windows Memory Diagnostics
A
4-134. A few of the pixels on your LCD display always display as black. Which of these would be the best way to resolve this issue? A. Replace the monitor B. Install updated video drivers C. Change the video resolution D. Restart the computer E. If you bang on the monitor hard enough, you can get all of the pixels to match the black ones
C
4-135. Which of these would be the best way to avoid monitor burn-in? A. Always use the latest display drivers B. Power the monitor from a separate electrical circuit C. Use a monitor that will pixel-shift D. Only use full-screen applications E. Use the monitor at the lowest refresh rate
B
4-136. Which of these methods would be the best way to test the functionality of your Windows printer driver? A. Run a test print from the printer's console B. Run a test print from Printer Properties C. Run a test print from your favorite word processing application D. Run a test print using a document from another computer
B
4-137. In which of these situations would you use a loopback plug? A. You need to monitor the data on a SATA connection B. You need to run a diagnostics on an Ethernet port C. You need to terminate a SCSI chain D. You need to modify the resolution of an LCD monitor
A
4-138. When you start your computer, the screen remains blank and beeps four times. Which of these would be the most likely cause of this problem? A. The system RAM is faulty B. The Windows registry is corrupt C. No operating system is installed D. The Windows OS resolution does not match the display resolution E. The power supply is faulty
D
4-139. The output from your laser printer is readable, but over the last week the content of every printed page has gradually faded. Instead of dark print, the information on the page is now a shade of gray. What is the most likely cause of this issue? A. A faulty printer driver B. The printer nozzles are clogged C. The photosensitive drum is scratched D. The toner is low
C
4-14. Which of these would be the best choice for configuring a system boot partition? A. FORMAT B. SFC C. DISKPART D. BOOTREC E. DIR
B
4-140. A client calls you about a problem where they are using their laptop keyboard, but the keys on the main part of the keyboard are typing out numbers instead of letters. What is probably the issue? A. The keyboard is faulty B. The keyboard's Fn key is pressed C. The keyboard is incorrectly configured for another language D. The keyboard requires cleaning
B
4-141. The laser printer on the 3rd floor has started to jam constantly. Which of these might cause this problem to occur? Pick two. A. The laser printer fuser is not working B. The paper path is damaged C. Somebody ordered the wrong paper D. The photosensitive drum is scratched E. The print spooler is failing
D
4-142. You've started your computer after a long weekend, and you see this message on the screen: "No Boot Device Available." Which one of these would be the most likely reason for this issue? A. The power supply is faulty B. Your keyboard and mouse were detached by the weekend cleaning crew C. Your memory is faulty D. The hard drive is faulty
C
4-143. Your new laptop has a key on it marked "Fn." What does this key usually provide? A. Allows access to the laptop storage subsystem B. Enables and disables the laptop's security features C. Controls secondary features on certain keys D. Prints the contents of the screen to any connected printer
C
4-144. Which of these commands would be the best choice for displaying details about your network configuration on a Linux workstation? A. ls B. nbtstat C. ifconfig D. traceroute E. netsta
D
4-145. When you remove your output from a network laser printer, you find that the toner smudges on the page and is transferred to your fingers. Which of these is the most likely cause of this issue? A. The printer is using the wrong kind of toner B. The pickup rollers are worn C. The drum is not being properly cleaned D. The fuser assembly is faulty E. The charging wire is faulty
B
4-146. Where is the best place to obtain service manuals for a specific model of laptop computer? A. Independent eBay store B. The laptop manufacturer C. 3rd-party web sites D. The store where the laptop was purchased E. Most laptops don't require model-specific manuals
C
4-147. When you start your computer, you see the message "Operating System not found." Which of these would be the best next step to troubleshoot this issue? A. Rebuild the MBR B. Run CHKDSK on the boot volume C. Make sure that no removable storage devices are connected D. Rebuild the boot sector E. Run a hardware diagnostics
D
4-148. Which CHKDSK flag will fix logical file system errors and identify any bad hard drive sectors? A. /logical B. /f C. /n D. /r
D
4-149. You've been using a computer to surf the Internet, but it has suddenly stopped all communication over the network. When you look at the network connection, you don't see any status lights. What is the most likely cause of this issue? A. The network adapter is disabled B. A network driver is conflicting with another component C. Your computer is infected with malware D. The network cable is physically disconnected
C
4-15. One of your print jobs appears to be "stuck" in the print queue. Which of these would be the best way to clear the queue? A. Reboot the computer B. Upgrade the printer driver C. Restart the Print Spooler service D. Delete the existing jobs and print them again
C
4-150. Which of these would be the best way to remove toner and paper dust from the inside of a laser printer? A. Wipe with water and isopropyl alcohol B. Run a cleaning page through the printer C. Blow out the toner and dust with compressed air D. Use a chemical cleaner that can easily remove toner particles
B
4-151. Which of these would be the most likely reason for intermittent network connectivity? A. The operating system is scheduled for a monthly security patch B. The wireless access point is rebooting C. The patch cable is wired for 568A instead of 568B D. The workstation has been assigned an APIPA address E. The network is running at gigabit Ethernet speeds
A
4-152. Which of these would you most likely find in a laser printer maintenance kit? A. Fuser unit B. Corona wire C. Toner cartridge D. Power supply
B
4-153. The power supply in your computer has failed, and you need to get the system up and running again. What's the best way to repair the power supply? A. Open the power supply and use a multimeter to identify and replace the bad components B. Remove the entire power supply and replace it with a new power supply C. Move the hard drive, motherboard, and other peripherals to another computer with a working power supply D. Power supply units can't be individually replaced. You'll need a completely new computer system.
A,C
4-154. Many network interface cards include a status light on the RJ-45 port. What do these flashing lights often signify? Pick two. A. Signal link B. Error packets C. Network activity D. Packet size
D
4-155. Which one of these would be the best reason for scheduling a periodic disk defragmentation? A. Increase video response rate B. Encrypt data files C. Remove old cache and temporary files D. Increase read and write performance to the drive E. Update Windows operating system files
A
4-156. You've arrived for work in the morning and powered up your computer. Instead of the normal start screen, the screen is blank and no sound is heard from the computer. The LCD display power lights are on, but the computer lights aren't lit. What is the most likely cause of this problem? A. The PC power supply is faulty B. The video card is faulty C. The hard drive is faulty D. The power settings in the BIOS are incorrect
A
4-157. When you start your computer, you get a black screen and a series of beeps instead of the normal Windows startup screen. Which of these options is the most likely cause of this problem? A. Hardware issue B. Operating system not found C. Video driver mismatch D. Bad mouse or keyboard
A
4-158. Which of these would you expect an MBR to contain? A. Table of primary partitions B. List of bad disk sectors C. Windows Boot Configuration Data (BCD) store D. The Windows Security Accounts Manager
D
4-159. After a system has rebooted after a Windows Stop Error, where can you find detailed information about the error? A. Performance Manager B. Task Manager C. Recovery Console D. Event Log E. The Stop Error details are removed after a reboot
D
4-16. When you connect an external USB drive and start your computer, it tries to boot from the drive and gives an error message. How can you prevent the USB drive from booting? A. Modify the boot order in Windows Disk Management B. Rebuild the MBR on the external hard drive C. Disable the external drive in Device Manager D. Modify the BIOS to boot from the internal hard drive
D
4-160. Which of the following would be the best use of a punch-down tool? A. Connect an RJ45 connector to an Ethernet patch cable B. Strip away the outer layer of a cable C. Create a wire map of an Ethernet patch cable D. Connect wires to a 110 block E. Determine the length of an installed UTP cable run
B
4-17. Which of these would best describe a laptop inverter? A. Connects the laptop to the main power outlet B. Powers the LCD backlight C. Charges the Li-ion laptop batteries D. Must be discharged before working inside of the laptop E. Required for USB power
E
4-18. Which of these tools would be the best choice for building a wire map? A. Loopback plug B. Punch-down tool C. Toner probe D. 110 block E. Cable tester
B
4-19. You've received a new computer, but you're concerned that the hard drive might not be operating properly. Which of these would be best choice to address this issue? A. Download a 3rd-party LiveCD that contains hard drive diagnostics B. Run a diagnostics program from the hard drive manufacturer C. Start Windows in Safe Mode and use Disk Manager D. Reload Windows from the Windows Recovery Disk
A
4-2. A mobile device app has stopped responding, but you can still control the device and use other applications. Which of these would be the first step to troubleshoot this app? A. Stop and restart the problematic app B. Update the mobile device operating system C. Contact the app developer for support D. Perform a factory reset on the mobile device E. Update the touchscreen drivers
D
4-20. Which of these would the most likely cause of slow transfer speeds? A. Incorrect SSID B. Device is assigned an APIPA address C. Incorrect gateway configuration D. Duplex mismatch E. Device is assigned an RFC 1918 address
C
4-21. You would like to view your corporate mail on your mobile device, but you receive a message that the device is unable to decrypt email. Which of these is the most likely reason for this message? A. Your mobile device does not support encrypted messages B. The operating system of your mobile device needs to be upgraded C. Your private key needs to be installed on your mobile device D. Your email app is not working properly E. The decryption hardware in your mobile device is faulty
D
4-22. You've just received a computer from a remote office via next-day air delivery, and the PC appears to be in perfect shape. However, when starting the computer it beeps a few times and shows a black screen. You check the manual and find that the beep code refers to a problem with the CPU. Which of these would be the best next step? A. Confirm that the CPU is receiving enough power by checking the power supply voltage setting B. Boot with the Windows installation CD and run the memory check C. Swap out the CPU and try starting the computer again D. Make sure the CPU is seated securely
C
4-23. You are trying to print some customer letters on company letterhead, but the multi-tray laser printer output is printing everything on plain paper. What is the most likely cause of this issue? A. The printer driver is faulty B. The printer hardware is faulty C. The tray selection in the printer driver is incorrect D. The printer cannot support printing on letterhead
C
4-24. A customer's laptop screen appears to show the correct information on the display, but the graphics and text appears blurry instead of crisp and clear. Which of these would be the most likely fix for this issue? A. Upgrade the video drivers to the latest version B. Use the Fn key to toggle between the internal and external display C. Change display resolution to match the native values D. Replace the laptop power supply
B
4-25. Which of these would be the best way to recover data from a laptop that has a faulty motherboard? A. Connect the laptop to another device through an Ethernet connection B. Remove the storage device from the laptop and install it into an external disk enclosure C. Boot to a DVD-ROM and perform a data backup D. Use the manufacturer's utility disk to gain access to the data partition E. Restore from backup to an identical laptop make and model
C,D
4-26. Which of these tools can be used to provide a wire map of an Ethernet patch cable? Pick two. A. Loopback Plug B. Punch down Tool C. Multimeter D. Cable tester E. Toner probe
A
4-27. Which of these command would you use to view a computer's complete IP address configuration in Windows? A. ipconfig /all B. ipconfig /update C. ipconfig /address D. ipconfig /report E. ipconfig /release
C
4-28. What kind of device can monitor power changes, check cable continuity, and determine if a fuse is blown? A. Circuit Tester B. Power Supply Tester C. Multimeter D. POST Diagnostic Card
C
4-29. You were working on your computer and everything suddenly froze without any error message. During the reboot of the computer, this message appeared: "Boot device not available." Which of these is the most likely cause of this message? A. The hard drive is fragmented B. The BIOS configuration is incorrect C. The hard drive is faulty D. The video driver is corrupted
C
4-3. Which of these components is used to power an LCD florescent backlight? A. Converter B. Modulator C. Inverter D. Transceiver E. Diode
C
4-30. When you print your spreadsheet to your company's network printer, the paper is always fed from the first tray of the printer. What is the best way to change your output to print from a different printer tray? A. Download a copy of the printer control panel software utility from the manufacturer's web site B. Modify the default settings on the front of the printer C. Change the printer tray option from the printer driver D. Ask the manufacturer of your spreadsheet to modify the printing process to use the secondary tray
B
4-31. You have been using your desktop computer for a year without any problems, but now you're noticing that the sound of your cooling fan seems to be getting louder every week. Which of these would be the most likely reason for this increase in fan noise? A. It's normal for cooling fans to get louder as they age B. The airflow through the computer is obstructed C. The BIOS is misconfigured D. The fan is an incorrect model for the type of computer
C
4-32. You've just installed a new video card into your desktop computer. However, when you boot your computer you receive the message "No Boot Device Available." Which of these is the most likely cause of this issue? A. The video adapter is not compatible with your computer B. The video memory is conflicting with the boot process C. The hard drive power cable has become disconnected D. The motherboard BIOS has failed
A,E
4-33. Which of these would be the most likely cause of short battery life on a mobile device? Pick two. A. Unnecessary wireless features are enabled B. Too many apps are installed on the mobile device C. The mobile device is located at or near sea level D. The laptop display screen is faulty E. The mobile device is in an area of poor reception
C
4-34. You've just purchased a new laptop computer, but everything shown on the LCD display looks just a bit blurry. What is the most likely cause of this problem? A. The video driver is faulty B. The LCD display is faulty C. The LCD resolution is incorrect D. The BIOS settings are incorrect
B
4-35. One of your clients is traveling to another country, and they want to be sure their laptop will operate properly on foreign power. Which of these should you check to assist with this foreign power and voltage requirement? A. Makes sure the Windows laptop power drivers are updated to the latest version B. Confirm the power supply is switchable C. Include a BIOS setup disk inside of the laptop bag D. Test that the laptop can properly charge the battery
A
4-36. Which of these command lines would provide the MAC address of a network adapter? A. ipconfig /all B. ipconfig /renew C. ipconfig /verbose D. ipconfig /mac
C,D
4-37. Which of these tools would most commonly be used when disassembling a mobile device? Pick two. A. IC extractor B. RJ45 crimper C. Magnifying glass D. Anti-static mat E. Hex key F. Zip tie
D
4-38. Which of these would be the most likely symptom of a hard drive problem? A. Printing errors to network printers B. Connectivity to internet web sites is intermittent C. The video display is blurred and shows artifacts D. System delays when right-mouse clicking on the desktop
C
4-55. Why would you need a vacuum cleaner specifically designed for laser printers? A. Toner contains dangerous chemicals that could damage normal vacuums B. Laser printers use a different voltage than most computer equipment C. Toner particles require a unique filter D. Normal vacuums don't have enough suction for laser printer toner
E
4-39. You've plugged your laptop into the conference room LCD projector, but the presentation appears only on your laptop LCD display and not on the projector's output. Which of these would be the next best troubleshooting step? A. Use a different cable between the laptop and the projector B. Reboot the laptop and restart the projector C. Load the LCD projector device driver D. Use a different video output interface E. Toggle the secondary monitor Fn keys
B
4-4. Which of these would be the best way to troubleshoot startup errors on a motherboard? A. Check for continuity with a multimeter B. Connect to an expansion slot with a POST test card C. Use a loopback plug on the Ethernet port D. Confirm the storage device voltage levels with a power supply tester E. Run diagnostics from the Windows Control Panel
B
4-40. Which of these troubleshooting tasks would be accomplished by pinging 127.0.0.1? A. Validate that the default gateway is responding B. Confirm that the local IP stack is working properly C. Test Windows Update connectivity D. Determine round-trip time to a site across the Internet E. Identify open ports on the local device
D
4-41. When you print to a printer on the network, your output looks like garbage that contains odd characters and symbols. It doesn't matter which application you use; all of your output is illegible. Other people can print to the network printer without any issues. What of these is the most likely cause of your issue? A. Your network adapter is faulty B. Your applications are configured incorrectly C. The printer interface is faulty D. Your printer driver is incorrect
B
4-42. You are trying to print to an inkjet printer, but the printer is showing a message that it's out of paper. When you check the paper tray, you find that the paper tray is full. What is the most likely cause of this problem? A. The print heads are dirty B. The print driver is misconfigured C. The print queue is corrupted D. The print cable is faulty
B
4-43. Which of these would be the best way to determine if a laptop power adapter is providing the correct power output? A. Connect to a laptop and look for the charging indicator light B. Test with a multimeter C. Connect to a power source and check for heating D. Connect to a laptop and check Windows Device Manager
A,D
4-44. During the troubleshooting of a remote computer called server1.example.com, you perform this command: > tracert server1.example.com What information can you gather from this network troubleshooting command? Pick two. A. The IP address of the remote computer B. The IP addresses of devices connected to the remote computer C. The IP and network adapter configuration of the remote computer D. The route between your computer and the remote computer
C
4-45. Which of these commands would be the best choice to view the Windows Activity Directory domain information for a device? A. netstat /query B. net /query C. netdom /query D. windomain /query E. nbtstat -query
D
4-46. You'd like to use the command line to connect to a Windows share on your central file server. Which command can be used at a command prompt to connect to a network share? A. NET CONNECT B. SHARE USE C. SHARE CONNECT D. NET USE
D
4-47. One of your associates asks you to ping a server in your DMZ. What is the purpose of this request? A. Determine the number of hops between your workstation and the server B. Measure the bandwidth utilization between your workstation and the server C. Determine login permissions to the server in the DMZ D. Check the availability of the server
A
4-48. Which of these commands would be the best choice for initializing a partition with a file system? A. FORMAT B. NTFS C. BOOTREC /SYS D. DISKINIT E. CHKDSK
A
4-49. Which of these would be the best way to resolve an IP address conflict? A. Reconfigure and reboot the two conflicting devices B. Restart the DHCP server C. Assign a manual IP address on all network devices D. Split the network into two separate IP subnets E. Configure your network switch for VLAN trunking
B
4-5. Which of these would be the best way to measure the voltage of a motherboard power rail with a multimeter? A. Set the multimeter to AC and check the voltage at the wall power source B. Set the multimeter for DC, place one probe on a ground pin and the other on the voltage pin to be measured C. Set the multimeter for AC, place one probe on the negative voltage pin and the other on the positive voltage pin to be measured D. Set the multimeter for DC, place one probe on the negative voltage pin and the other on the positive voltage pin to be measured
C
4-50. Which of the following would give you the best possible GPS accuracy? A. Get within range of an 802.11 wireless access point B. Synchronize your clock C. Get a good view of the sky D. Keep moving while measuring GPS signal information E. Disable location mode on your mobile device
B
4-51. Which of these would be the most likely cause of poor performance on a wireless network? A. The Ethernet connection to the access point is configured for half-duplex B. A configured wireless channel is conflicting with another nearby access point C. Your wireless adapter needs a device driver update D. Your devices are positioned too close to the access point
D
4-52. You've printed a number of documents and presentations to your printer, but none of the print jobs have started to print. You don't see any error messages on the printer, and Windows isn't complaining of any issues. What is the most likely reason for this glut of non-printing documents? A. The cable to the printer is not connected B. The printer is out of ink C. The printer's paper tray is empty D. The print spooler is faulty
B
4-53. What would be the common result of a mobile device that has overheated? A. The battery will no longer hold a charge B. The mobile device will shut down C. Active applications will automatically close D. The cooling fan speed will increase E. The CPU will operate at a slower speed
C
4-54. You've received a call from a busy accounting department with a complaint about a printing problem. When you arrive, you find that pages are output from the printer but all of them are completely blank. Nothing appears to be written on any of the printed pages. Which of these would be the most likely cause of this issue? A. The fuser is faulty B. The print drivers are incorrect C. The toner cartridge is faulty D. The printer does not have enough memory
C
4-56. Every page you print from the central networked laser printer has a single black line that extends from the top of the page to the very bottom. What is the most likely cause of this issue? A. The corona wire is damaged B. The printer does not have enough memory to properly render the page C. The photosensitive drum is damaged D. The toner is low
D
4-57. Your facilities department is having an issue printing some of their complex blueprints to a network laser printer. When they pick up their output, the top half shows their blueprint but the bottom half of the page is completely blank. Which of these is the most likely cause of this issue? A. The network is faulty B. The laser printer is out of toner C. The blueprinting application is faulty D. The laser printer is out of memory
B
4-58. Which of these Windows 7 command line tools would be the best choice for partitioning a new SSD? A. FORMAT B. DISKPART C. PARTINIT D. BOOTEC E. VOLUMEINIT
C
4-59. While on the phone with technical support, the technician asks you to provide your default gateway. What command line utility would be the easiest way to get this information? A. msinfo B. dxdiag C. ipconfig D. regedit
A
4-6. Which of these commands would check a hard drive file system for logical errors? A. chkdsk /f B. bootrec /fixmbr C. diskpart /fs D. format /f E. bootrec /fixboot
B,D
4-60. Which of these tools use ICMP to provide their primary function? Pick two. A. NSLOOKUP B. PING C. NETSTAT D. TRACERT E. NBTSTAT
C
4-61. Which of these tools would be the best choice to connect a network cable to a wiring block? A. Crimper B. Loopback Plug C. Punch-down tool D. Modular connector E. Baling wire
A
4-62. Which of the following is a best practice when disassembling a laptop? A. Document all cable and screw locations during disassembly B. Keep track of small screws with a magnetic screwdriver C. Most internal components are interchangeable between laptop models D. A service manual is not required for most laptops E. Most laptop internal components are already marked and labeled
D
4-63. Which of these tools would be the best choice for attaching an RJ-45 connector? A. Punchdown tool B. Loopback plug C. Toner probe D. Crimper
A
4-64. How does running defrag.exe improve system performance? A. Consolidates pieces of files on a hard drive B. Compresses system memory C. Moves smaller files to the inside tracks of a hard drive D. Moves files into protected memory areas E. Separates large files into smaller pieces
A,C
4-65. Which of these techniques should be commonly used during a laptop disassembly? Pick two. A. Take pictures or video when disassembling a new system B. Laptop displays are easier to troubleshoot when power is maintained C. Use containers to keep different components organized D. While the laptop is open and disassembled, consider updating as many internal components as possible E. ESD prevention normally used for desktop computers is not necessary for laptop devices
D
4-66. You've had your computer for a couple of years, and you've noticed recently that the fan inside of the case is running more often and at higher rates of speed. What is the most likely cause of this issue? A. All fans run faster as time goes on B. The internal temperature sensors are faulty C. The fan controller software is faulty D. The airflow through the computer is blocked
C
4-67. You're having problems reaching one of your hosted web servers on the Internet. Before today, you were able to perform a traceroute and reach the server in 14 hops. Today, the traceroute times-out after 7 hops. What is the most likely cause of this issue? A. You have a problem with your local Internet connection B. The Internet connection at your web hosting provider is down C. One of the intermediate Internet connections is down D. The local computer is not connected to the Internet
D
4-68. When you start your laptop computer, your IP address information shows an address of 169.254.22.7. Which of these best describes this configuration? A. You've received an IP address via DHCP B. Your device is using a public IP address C. The router is using a NAT for all of your Internet traffic D. You can only communicate to other devices on your local subnet
C
4-69. Which of these would be the best troubleshooting step for resolving a problem with flickering video on a laptop? A. Replace the LCD display B. Upgrade the laptop BIOS C. Check the cable connection between the laptop motherboard and the LCD D. Upgrade your operating system software E. Replace the laptop power supply
B
4-7. The network connection from your headquarters building to one of your remote offices is no longer connected. Which of these would be the best help to determine where the network failure is occurring? A. Toner and probe B. Traceroute utility C. Windows recovery console D. Protocol analyzer
C
4-70. You'd like to access a public share on your NAQUADAH server, but you can't remember the share name. Which of these commands will show you the share names from your Windows 7 desktop? A. net share \\naquadah B. net use \\naquadah C. net view \\naquadah D. net start \\naquadah
D
4-71. Your USB-connected inkjet printer is smearing the text of every line on every page you print, even text from different applications. Which of these would be the best method for troubleshooting this issue? A. Check the physical cable connection B. Update the printer driver C. Increase the amount of printer memory D. Clean the print heads
B
4-72. Which of the following would be the best way to identify all of the wireless access points near your location? A. Walk around and perform a physical survey of the area B. Use a hardware or software wireless analyzer C. Try connecting to any open wireless networks D. Use an AM radio to locate areas of frequency use E. Move your access point around the building until the signal strength is highest
A
4-73. Which one of these things can NOT be done with a typical multimeter? A. Measure and provide additional power on connections with low voltage. B. Check the output of a power supply for the correct voltage. C. Confirm that a cable has continuity from one end to the other. D. Determine if a fuse has blown.
D
4-74. One of your users has inadvertently deleted a file from their USB drive. Which of these would be the best next step? A. Format the drive with the exFAT file system B. Run CHKDSK on the USB volume C. Connect the USB drive to another computer and run Windows Backup and Restore D. Use file recovery software to "undelete" the file
B
4-75. A user is complaining of a problem with their computer that shows a blue error screen where the display turns blue and diagnostic information is shown. What is the first step for troubleshooting this problem? A. Reboot the computer and revert to an earlier system configuration from a restore point. B. Document the error description, technical information, and any filenames for additional online research. C. Turn off the computer and reseat all adapter cards and cables. D. Restart the computer and run the computer manufacturer's hardware diagnostics
C
4-76. You've just returned from a business trip. When you start your computer, the display screen remains blank and beeps a few times. Which of these would be the most likely cause of this issue? A. The monitor is not connected to the computer B. The network cable is disconnected C. The POST has failed D. The power supply has failed
D
4-77. Which of these procedures would be the best choice for updating the DHCP-enabled IP address lease of a workstation? A. netstat /all, ipconfig /release B. ipconfig /renew, ipconfig /netstat C. ipconfig /flushdns D. ipconfig /release, ipconfig /renew
A
4-78. One of your mobile devices is freezing completely after only a few minutes of use, and this is now happening each time the device starts. Which of the following would be the best next step for troubleshooting this issue? A. Perform a factory reset of the mobile device B. Open the device and reseat the connectors C. Replace the battery D. Use the device in airplane mode E. Update the security certificates
B
4-79. Which of these tools would be the best choice for viewing motherboard diagnostic messages when your computer starts? A. Multimeter B. POST test card C. Power supply tes
D
4-8. You've recently upgraded the memory in your laptop computer, but now you notice that the signal of your wireless connection is much weaker than before. What is the most likely cause of this issue? A. During the memory upgrade process, the wireless adapter was dislodged B. The upgraded memory is not compatible with your laptop C. The memory modules are faulty D. During the memory upgrade process, the wireless antenna was dislodged
C
4-80. You've just replaced your two old 1 GB memory modules in your desktop computer with two new 2 GB memory modules. However, when you turn on your computer it beeps and the screen remains black. Which of these would be the most likely cause of this issue? A. The memory module slots are damaged B. The motherboard does not support 2 GB modules C. The memory modules are the incorrect type D. The memory modules are designed for a laptop computer
C
4-81. One of your computers has hung in the middle of saving a large spreadsheet. When rebooting the PC, the BIOS screen hangs and a clicking noise is heard from inside of the computer. What is the most likely cause of the problem? A. The power supply is not providing enough power B. The video card is faulty C. The hard drive is faulty D. The memory has become disconnected from the motherboard E. A cooling fan is failing
A
4-82. You have just installed a new motherboard, plugged in all of the cables, and connected the power. However, when you start the computer you hear a series of beeps and the screen remains blank. Which of the following would be the most likely cause of this issue? A. The memory on the motherboard is the incorrect type B. Your operating system is not compatible with the new motherboard C. Your Windows video driver is not compatible with the new motherboard D. The computer is infected with a virus
C
4-83. You've recently installed a new motherboard and CPU, and you're interested in monitoring the CPU heat during the burn-in process. Which of these would be the best way to check the temperature of your CPU while under load? A. Use a thermometer in the case with leads that connect to the CPU B. Measure the temperature of the air going into and out of the computer and compare the difference C. Use specialized software to measure component temperatures D. Use infrared thermometers to measure the CPU temperature from a distance
B
4-84. You are installing a new server into a large data center, but you've not been provided with any power information about the data center or the server. Which of these would be the best way to proceed? A. Plug in the data center power to the computer. All modern power supplies are auto-switching and will adjust to the input. B. Use a multimeter to verify the data center power and check the server manual to verify any manual voltage switches. C. Use a multimeter to verify that the data center power is 115V or 230V. If it is, connect the server and power on normally. D. Connect a surge suppressor to the data center power to regulate the flow to the server.
C
4-85. When you try to connect to a wireless network, the name of the network never appears in your selection list. Which of the following would be the most likely reason for this issue? A. The access point is using MAC filtering B. The access point is temporarily full C. SSID broadcasts are disabled D. The wireless access point is not compatible with your mobile device
D
4-86. Which of the following would be the best course of action if a mobile device battery is swollen? A. Continue using the device, but do not use the charger B. Replace the battery at your earliest convenience C. Use your device in airplane mode only D. Turn off the device and disconnect from a power source E. Perform a factory reset
B
4-87. You are using a multimeter to check the voltage from your power supply to your motherboard, and you notice that the 5 volt pin is showing 5 volts, but the 12 volt pin is showing 7 volts. What is the most likely cause of this issue? A. The motherboard power connector is faulty B. The power supply is faulty C. The wall outlet power source is faulty D. The BIOS is faulty
A
4-88. You would like to print a test page to your printer directly from the Windows operating system. Where is one of the places you can find the "Print Test Page" button? A. The Properties page of the printer B. The main page of Device Manager C. Control Panel / Administrative Tools / Computer Management D. There are no printer test pages built into the Windows operating system
C
4-89. Your old computer has been suffering from an intermittent shutdown problem for a long time, but it's now occurring at least once a day. You've also recently started using more graphically intensive applications, and the abrupt shutdown often occurs when these applications are active. Which of these would be the most likely cause of this issue? A. The newest security patches are conflicting with the application B. The applications are designed for a newer operating system C. The system is not cooling properly D. The graphics drivers are old and need to be updated
D
4-9. Which of these commands would be the best choice to provide the Windows name of a remote device at 192.168.1.6? A. ping 192.168.1.6 B. netstat -a 192.168.1.6 C. net use f: \\192.168.1.6 D. nbtstat -A 192.168.1.6 E. tracert 192.168.1.6
C
4-90. Your company's shared laser printer occasionally reports an "out of memory" error. Which of these would be the most likely cause of this issue? A. The print job exceeds 250 pages B. The printer is not designed to support multiple print jobs C. The print job is a set of architectural blueprints D. The printer is not designed to support shared network use
A
4-91. Which of these would be the most likely cause of red pixels on an LCD monitor? A. The monitor is not receiving enough power B. The monitor cable connection is faulty C. The monitor refresh rate is incorrect D. The device drivers are not properly installed E. The monitor has stuck pixels
E
4-91. Which of these would be the most likely cause of red pixels on an LCD monitor? A. The monitor is not receiving enough power B. The monitor cable connection is faulty C. The monitor refresh rate is incorrect D. The device drivers are not properly installed E. The monitor has stuck pixels
B
4-93. You've noticed that the video of your new computer tends to show motion trails when objects move on the screen. Which of these would be the best method of correcting this issue? A. Match the brand of monitor to the computer B. Disable any advanced video features C. Disable the on-board video and use an external video adapter D. Replace the monitor cable
B
4-94. You are installing a new gigabit Ethernet connection, and when you plug in the network cable into your laptop the status light indicators are dark. Which of these would be the most likely status of the network connection? A. The DHCP server has not assigned an IP address B. There is no signal on the Ethernet cable C. The Ethernet link is running at 100 megabits per second instead of 1 gigabit per second D. The primary DNS server is not responding
D
4-95. You're troubleshooting a network issue, and you've identified the IP address of a suspicious workstation. What Windows command line utility can query the remote device and return the NetBIOS name? A. TRACERT B. NETSTAT C. NSLOOKUP D. NBTSTAT
D
4-96. You're managing a web server, and you are interested in knowing what devices might be connecting to your server right now. What network utility would be the best choice to give you this information? A. nslookup B. ipconfig C. tracert D. netstat
C
4-97. You tried to print many documents yesterday, but none of them ever appeared on your inkjet printer. When you started your computer this morning, all of the reports you tried to print yesterday suddenly started printing! What is the most likely cause of this issue? A. The printer driver is corrupted B. The printer is running low on ink C. The print spooler is failing D. The printer jets are clogged E. The operating system is not configured with the correct printer model
A
4-98. Which of these options would reset the local computer DNS cache? A. ipconfig /flushdns B. nslookup /resetdns C. ipconfig /release D. netstat /cleardns E. nbtstat -flush
E
4-99. When you launch an application on your Mac computer, the OS X spinning wait cursor is displayed for about five seconds. Which of these would be the best next troubleshooting step? A. Reinstall the operating system B. Try running the application from a USB drive C. Upgrade the operating system D. Reinstall the application E. Check the console logs
When you power on a computer, you hear two beeps during power-on self-test (POST) and the computer never completely boots into the operating system. What is the likely cause?
A failed or failing hardware component
You recently built a computer from components and all of the components are known to be good; however, when you power on the new system, you have power but no Basic Input/Output System (BIOS) beeps and the system won't attempt to boot. All of your connections to the components are verified as good and all the components are installed correctly. What do you check as the mostly likely source of the malfunction?
A motherboard-to-case short
Which piece of test equipment would you use to test a potentially failed computer power supply?
A power supply tester
An Internet Protocol (IP) address conflict on your network can be indicative of
A problem with the Dynamic Host Configuration Protocol (DHCP) server
What tool should you use to clean toner that has built up within a printer?
A toner vacuum
When troubleshooting drive errors, such as read and write errors, you might find that your hardware checks out as fully functional, but you still experience errors. What do you look at as the probable cause of the errors?
A virus infection
You have been troubleshooting a computer, and you believe the power supply has failed. Which of the following tools can you use to test the integrity of the power supply? (Choose two.) a) Power supply tester b) Loopback plugs c) POST card d) Multimeter
A, D. If you're curious as to the state of your power supply, you can buy hardware-based power supply testers or multimeters to test it.
4-130. Which of these commands would repair a volume boot record in a Windows Vista system recovery option command prompt? A. BOOTREC /fixboot B. FIXMBR C. FIXBOOT D. BOOTREC /fixmbr
A. BOOTREC /fixboot Windows Vista and Windows 7 uses the BOOTREC command to make repairs to boot records. The /fixboot option will repair a volume's boot record. 220-901, Objective 4.2 - Troubleshooting the Boot Process
4-126. Your test print from the front panel of the laser printer resulted in a blank sheet of paper. Which of these would be the best next troubleshooting step? A. Check the printer consumables B. Stop and restart the Windows Spooler service C. Replace the printer cable D. Run a Windows test print
A. Check the printer consumables If the built-in test isn't working, then the operating system or the connection to the printer can't be part of the issue. The problem must be associated with something inside of the printer itself. 220-901, Objective 4.6 - Troubleshooting Printer Problems
4-64. How does running defrag.exe improve system performance? A. Consolidates pieces of files on a hard drive B. Compresses system memory C. Moves smaller files to the inside tracks of a hard drive D. Moves files into protected memory areas E. Separates large files into smaller pieces
A. Consolidates pieces of files on a hard drive Disk defragmentation moves fragmented files on a hard drive to create contiguous files. It's faster for a hard drive to retrieve a file from one area on a drive than from many separate locations. 220-901, Objective 4.2 - Hard Drive Troubleshooting Tools
4-48. Which of these commands would be the best choice for initializing a partition with a file system? A. FORMAT B. NTFS C. BOOTREC /SYS D. DISKINIT E. CHKDSK
A. FORMAT The format command is commonly used to add a file system to a partition. If any data is currently on the partition, the format command will overwrite the file structure, effectively removing all previous data. 220-901, Objective 4.2 - Hard Drive Troubleshooting Tools
You have just installed a new HP Laser Jet printer on your network. You've plugged it directly into a CAT6a network cable. You try to install the printer on a client using the printer's IP address, but you are unable to connect. The printer is in Ready state. What should you do next? a) Double-check the printer's IP configuration information. b) Stop and restart the spooler service. c) Take the printer offline and bring it back online. d) Turn the printer off and back on to save the IP configuration information.
A. For network-enabled laser printers, no connectivity can be a sign of improperly configured IP settings such as the IP address. While each printer is somewhat different, you can manually configure most laser printers' IP settings through the LCD control panel.
You are troubleshooting a laptop, and some of the keys on the left side of the keyboard are constantly sticking. The user says that a little soda might have spilled on the keyboard. What should you do first to resolve the issue? a) Use a slightly dampened cotton swab to clean under the keys. b) Remove the keyboard and rinse it with soap and water in a sink. c) Replace the keyboard. d) Hold the keyboard upside down and shake it.
A. If the key physically sticks, you can try blowing out underneath the key with compressed air or use a cotton swab slightly dampened with water (or rubbing alcohol) to clean underneath the key. Make sure to clean the entire surface underneath the sticking key. If none of this resolves the issue, you might need to replace the keyboard.
You are troubleshooting a desktop computer and receive S.M.A.R.T. errors. To which component do these errors refer? a) SSD b) RAM c) CPU d) Network card
A. Nearly every hard drive is built with Self-Monitoring, Analysis, and Reporting Technology (S.M.A.R.T.) software installed on it, which monitors hard drive reliability and theoretically can warn you in the event of an imminent failure.
4-78. One of your mobile devices is freezing completely after only a few minutes of use, and this is now happening each time the device starts. Which of the following would be the best next step for troubleshooting this issue? A. Perform a factory reset of the mobile device B. Open the device and reseat the connectors C. Replace the battery D. Use the device in airplane mode E. Update the security certificates
A. Perform a factory reset of the mobile device If a mobile device is having a chronic freezing issue, you can try resolving the issue with a factory reset. If the problem continues, then the issue is most likely associated with the hardware. 220-901, Objective 4.5 - Troubleshooting Mobile Devices
4-49. Which of these would be the best way to resolve an IP address conflict? A. Reconfigure and reboot the two conflicting devices B. Restart the DHCP server C. Assign a manual IP address on all network devices D. Split the network into two separate IP subnets E. Configure your network switch for VLAN trunking
A. Reconfigure and reboot the two conflicting devices An IP address conflict is a significant issue. It's best handled by identifying the two devices that have the conflict and reconfiguring them with the correct dynamic or manual IP address configuration. 220-901, Objective 4.4 - Troubleshooting Networks
4-105. One of your desktop computer systems consistently hangs the operating system after two hours of operation. Which of these would be the best next troubleshooting step? A. Run motherboard diagnostics B. Upgrade the BIOS C. Check the startup process with a POST test card D. Disable all external peripherals
A. Run motherboard diagnostics If the computer is running normally for an extended period of time and then unexpectedly halts, the issue isn't something that can be easily identified. For this type of issue, an extended diagnostic session may be able to point to a bad set of memory, an overheating, or some other seemingly random issue. 220-901, Objective 4.1 - Troubleshooting Common Hardware Problems
4-133. You'd like to monitor the temperature of your hard drive over a 24 hour period. Which of the following would be the best choice for this task? A. S.M.A.R.T. B. ACPI C. BIOS Diagnostics D. USB E. Windows Memory Diagnostics
A. S.M.A.R.T. Self-Monitoring, Analysis, and Reporting Technology (S.M.A.R.T.) is included with hard drives to help monitor error rates, temperature, time in use, and many other metrics. 220-901, Objective 4.2 - Troubleshooting Hard Drives
4-44. During the troubleshooting of a remote computer called server1.example.com, you perform this command: > tracert server1.example.com What information can you gather from this network troubleshooting command? Pick two. A. The IP address of the remote computer B. The IP addresses of devices connected to the remote computer C. The IP and network adapter configuration of the remote computer D. The route between your computer and the remote computer
A. The IP address of the remote computer and D. The route between your computer and the remote computer The tracert command traces the route through the network between your computer and the remote device. If you provide the name of a server on the command line, the tracert command will perform a DNS lookup and show both the name of the server and its resolved IP address as part of the trace output. 220-901, Objective 4.4 - Network Troubleshooting at the Command Line
4-115. You have an old program that you rarely use, but today you've launched the application to grab a quick printout. Unfortunately, the output from your color laser printer is completely unreadable. Instead of normal text, the display is full of special characters, block graphics, and other odd symbols. When you use the Windows Printer Test Page, the printer works properly. Which of these would be the most likely cause of this printing problem? A. The application is not configured properly B. The printer driver has recently been updated C. The printer cable is faulty D. The printer buffer memory is too small for your output
A. The application is not configured properly Because your Windows Printer Test Page prints normally, you know that the problem isn't related to the driver, the printer, or the cable. If the printout continues to be unreadable, then the issue is most likely related to the configuration of the application. 220-901, Objective 4.6 - Troubleshooting Printer Problems
4-82. You have just installed a new motherboard, plugged in all of the cables, and connected the power. However, when you start the computer you hear a series of beeps and the screen remains blank. Which of the following would be the most likely cause of this issue? A. The memory on the motherboard is the incorrect type B. Your operating system is not compatible with the new motherboard C. Your Windows video driver is not compatible with the new motherboard D. The computer is infected with a virus
A. The memory on the motherboard is the incorrect type If you start your computer and the machine beeps and there's no video on the screen, the the BIOS check failed one of its self-checks. Since this may cause issues displaying video, the beeps are the only way for the computer to tell you that something bad has happened. If you check the motherboard documentation, you'll find a list of beep codes that might help you understand more details about the issue. In this question, the only one of the listed issues that was related to the BIOS test was the memory configuration. Operating system issues, video drivers, and viruses would manifest themselves after the BIOS check was complete, and there would be plenty of text on the screen to provide you with more information. 220-901, Objective 4.1 - Troubleshooting Common Hardware Problems
4-103. Your laptop has worked without an issue for a year, but you've recently had to replace your power adapter and power cord. Now you notice that the laptop powers on properly, but the battery will not charge while the laptop is powered on. When the laptop is powered off, the battery charges normally. Which of these would be the most likely cause of this issue? A. The new power adapter does not have enough wattage to power the laptop and charge the battery at the same time B. The new power adapter has damaged the battery C. The new power supply requires an OS-specific driver to regulate battery charging D. The laptop's charging system is incompatible with the model of power adapte
A. The new power adapter does not have enough wattage to power the laptop and charge the battery at the same time Since the battery charges normally when the load of the laptop doesn't exist, the most likely cause is the underpowered laptop power source. 220-901, Objective 4.5 - Troubleshooting Laptops
About a dozen network cables were unplugged from the patch panel, and none of them is labeled. You are at the one workstation that needs to be reconnected, and another technician is in the wiring closet. You want to set this computer to persistently check network connectivity so you know when he plugs in the right cable. Which command should you use? a) ping -t b) ping -p c) ping -l d) ping -n
A. The ping command is one of the most useful commands in the TCP/IP protocol. It sends a series of packets to another system, which in turn sends back a response. This utility can be extremely useful for troubleshooting problems with remote hosts. The ping -t command sets a persistent ping, which does not stop until you cancel it.
4-102. Your desktop computer is not starting when you turn on the power. The system lights up, but the computer never displays anything on the screen. You've checked the voltage coming out of the wall outlet with a multimeter, and it appears to be normal. You also checked the power connector on the motherboard, and found that the 12 volt pin was only showing 6 volts. What is the most likely cause of this issue? A. The power supply is faulty B. The motherboard is faulty C. The computer devices that use 12 volt power are faulty D. The wall outlet voltage is mismatched to the power supply
A. The power supply is faulty The power supply takes the AC power from the wall outlet and outputs many different DC voltages. These different voltage rails are used by the motherboard for different tasks. For example, many of the powerful computer processors use 12 volt power, and other components might use 3.3 volts. 220-901, Objective 4.1 - Troubleshooting Common Hardware Problems
4-33. Which of these would be the most likely cause of short battery life on a mobile device? Pick two. A. Unnecessary wireless features are enabled B. Too many apps are installed on the mobile device C. The mobile device is located at or near sea level D. The laptop display screen is faulty E. The mobile device is in an area of poor reception
A. Unnecessary wireless features are enabled and E. The mobile device is in an area of poor reception A mobile device battery can be quickly discharged if the radio is constantly searching for a signal or if there are wireless radios that are enabled unnecessarily. 220-901, Objective 4.5 - Troubleshooting Mobile Devices
4-132. Which of these commands could be used with Windows 7 to repair a master boot record? A. bootrec /fixmbr B. fixmbr c: C. fixboot /mbr D. bootrec /mbrfix
A. bootrec /fixmbr In Windows 7, the bootrec command can repair your master boot record, rewrite your boot sector, fix your boot configuration data, and more. 220-901, Objective 4.2 - Troubleshooting the Boot Process
4-6. Which of these commands would check a hard drive file system for logical errors? A. chkdsk /f B. bootrec /fixmbr C. diskpart /fs D. format /f E. bootrec /fixboot
A. chkdsk /f The chkdsk command can be used to check for logical errors with the /f option, and to perform both a logical error check and scan for bad drive sectors with /r. 220-901, Objective 4.2 - Hard Drive Troubleshooting Tools
4-124. You would like to know the IP address of www.professormesser.com. Which of these utilities can provide you with the IP address of a device if you already know the host name? Pick three. A. ping B. tracert C. nslookup D. ipconfig
A. ping and B. tracert and C. nslookup Although the nslookup utility is specifically designed to resolve names and IP addresses, ping and tracert must also resolve the IP address before they can perform the ping or tracert. If you run each of these programs, you'll see the resolved IP address in the results. 220-901, Objective 4.4 - Network Troubleshooting at the Command Line
To use the netdom command utility, what must you have in place?
Active Directory Domain Services (AD DS)
A user approaches you and describes their monitor as being distorted. Upon visual investigation, you notice that the desktop is narrow at the top of the screen and normal width at the bottom. How do you resolve this video problem?
Adjust the monitor's screen geometry
You have updated your printer drivers, but you still have ghosted printer output. What do you try next to resolve the problem?
Adjust the resolution in printer settings
You walk past a group of cubicles and notice that several users have screen sizes that are very small compared to the size of the monitors. How do you fix the screen size for these users?
Adjust the vertical and horizontal size in the monitor menus
Why is it risky to remove a key from a laptop keyboard?
An easy-to-break plastic hinge holds it on
What is the most likely cause of the printer's display being blank or having no image?
An issue with the printer's power supply
If you set up your Dynamic Host Configuration Protocol (DHCP) server to resolve Internet Protocol (IP) address conflicts it's known as
Assignment of duplicate IP addresses
To gain as much information as possible from a Blue Screen of Death (BSOD), which option should you disable?
Automatic Restart on System Failure
You are troubleshooting a desktop computer that is prone to unexpected shutdowns. The user reports that no error messages appear before the computer shuts down. Which two things are most likely to cause this type of problem? (Choose two.) a) Failing hard drive b) Bad RAM c) BIOS misconfiguration d) Improperly seated chips
B, D. Unexpected shutdowns are difficult to troubleshoot, as are all intermittent issues. The first thing to check is to ensure that all socketed chips are seated properly; in fact, reseating them is a good option. If that does not resolve the issue, test the RAM or replace it if possible.
You are upgrading a laptop with new memory. Which of the following disassembly processes should you follow? (Choose two.) a) Remove the keyboard to access the memory sockets. b) Use appropriate hand tools. c) Leave the clamshell case open. d) Document and label cable and screw locations.
B, D. When upgrading or repairing laptops, you should always document and label screw and cable locations, organize parts, refer to manufacturer instructions, and use appropriate hand tools. In some cases, but not all, you might need to remove the keyboard to upgrade the memory. Refer to the manufacturer's instructions.
4-51. Which of these would be the most likely cause of poor performance on a wireless network? A. The Ethernet connection to the access point is configured for half-duplex B. A configured wireless channel is conflicting with another nearby access point C. Your wireless adapter needs a device driver update D. Your devices are positioned too close to the access point
B. A configured wireless channel is conflicting with another nearby access point The wireless frequency ranges are relatively small, so it's important to be sure that your wireless access point isn't using the same channels and frequencies as another access point. 220-901, Objective 4.4 - Troubleshooting Networks
The finance group reports that their laser printer will not power up. It's plugged in, and the outlet has been verified as working. When testing the DC power supply with a multimeter, what voltage reading should you get from pin 1? a) -5v b) +5v c) -24v d) +24v
B. A laser printer's DC power supply provides three different DC voltages to printer components. Using the multimeter, you should find the following voltages: pin 1 +5v, pin 5 -5v, pin 9 +24v.
You are troubleshooting a workstation that can't connect to the network. Which tool should you use to test the functionality of the send and receive circuitry on the network card? a) Punchdown tool b) Loopback plug c) ping d) ipconfig
B. A loopback plug is for testing the ability of a network adapter to send and receive. The plug gets plugged into the NIC, and then a loopback test is performed using troubleshooting software. You can then tell whether the card is working properly.
4-129. One of your computers is randomly giving a blue Windows STOP error multiple times a day. The problem always occurs when the processor is under heavy use, such as video rendering or graphics editing. The computer runs without any errors the rest of the time. Which of these would be the best start for troubleshooting this problem? A. Perform a hard drive diagnostic B. Check the system for overheating C. Examine the USB port power usage D. Update the video driver
B. Check the system for overheating If your system is acting flaky during times of high use, then your first (and probably easiest) troubleshooting should be associated with your cooling system. It doesn't take much CPU use to drive the temperatures through the roof, and if your ventilation and fans are suffering then your system will eventually give up the ghost. 220-901, Objective 4.1 - Troubleshooting Common Hardware Problems
4-40. Which of these troubleshooting tasks would be accomplished by pinging 127.0.0.1? A. Validate that the default gateway is responding B. Confirm that the local IP stack is working properly C. Test Windows Update connectivity D. Determine round-trip time to a site across the Internet E. Identify open ports on the local device
B. Confirm that the local IP stack is working properly The 127.0.0.1 address is the local loopback for the device, and pinging the loopback address can confirm that your local IP stack and operating system configuration is working properly. The next steps would most likely be to ping the IP address on your network adapter and then another device on your local subnet, such as your default gateway. 220-901, Objective 4.4 - Troubleshooting Networks
4-4. Which of these would be the best way to troubleshoot startup errors on a motherboard? A. Check for continuity with a multimeter B. Connect to an expansion slot with a POST test card C. Use a loopback plug on the Ethernet port D. Confirm the storage device voltage levels with a power supply tester E. Run diagnostics from the Windows Control Pane
B. Connect to an expansion slot with a POST test card A POST test card can provide you with detailed diagnostic information during the motherboard startup process. 220-901, Objective 4.1 - Hardware Troubleshooting Tools
4-58. Which of these Windows 7 command line tools would be the best choice for partitioning a new SSD? A. FORMAT B. DISKPART C. PARTINIT D. BOOTEC E. VOLUMEINIT
B. DISKPART The DISKPART command has replaced the outdated FDISK command for disk and partition configurations in Windows. 220-901, Objective 4.2 - Troubleshooting the Boot Process
You want to transfer files from your computer to a remote server. To do this, you want to connect to a shared directory on the server and copy the files. Which command-line utility will allow you to do this? a) netstat b) net c) netshare d) netdom
B. Depending on the version of Windows you are using, net can be one of the most powerful commands at your disposal. While all Windows versions include a net command, its capabilities differ based on whether it is used on a server or workstation and the version of the operating system. Commonly, net share is used to create shared folders, and net use is used to connect to shared folders over the network.
4-93. You've noticed that the video of your new computer tends to show motion trails when objects move on the screen. Which of these would be the best method of correcting this issue? A. Match the brand of monitor to the computer B. Disable any advanced video features C. Disable the on-board video and use an external video adapter D. Replace the monitor cable
B. Disable any advanced video features Some advanced video features can slow down the display performance so that motion trails are displayed on the screen. Some video options enable motion trails as a specific video feature, so disabling all of these features can improve the overall response of the display. 220-901, Objective 4.3 - Troubleshooting Video and Display Issues
A user reports that his computer is running slowly. When you investigate, you notice that his free disk space is at 5 percent. What is the first solution to try? a) Add more RAM. b) Remove old files or applications. c) Format the hard drive and reinstall from backup. d) Replace the hard drive.
B. If a hard drive is too full and has less than 10 percent free space, it can slow down dramatically. The first solution to try is to remove files and free up space. If that doesn't work, you may need to format and reinstall, or potentially replace, the hard drive.
The desktop computer you are troubleshooting will not boot. When you push the power button, no status light indicators come on, and you do not hear a fan. You verify that the outlet is working and try a power cord that you know works, but it doesn't help. Which component is most likely causing the problem? a) RAM b) PSU c) CPU d) HDD
B. If you try to power on the system but get no lights or fan, first check the obvious things. Is it plugged in? Does the cord work? If those all check out, then it's probably the power supply.
The LCD monitor you use with your desktop suddenly became very dim. You have attempted to adjust the brightness settings, but even on the highest setting the picture is still dim. What will most likely resolve the issue? a) Degauss the monitor. b) Replace the backlight. c) Replace the screen. d) Replace the inverter.
B. In an LCD monitor, dimness or flickering is most commonly caused by the backlight starting to fail. In those cases, replace the backlight or the monitor.
A technician is troubleshooting a computer that occasionally will not read data from the hard drive. What should she try first? a) Run Disk Defragmenter. b) Run chkdsk. c) Format the hard drive and reinstall the OS. d) Replace the hard drive.
B. It's possible that the hard drive has some bad sectors, so run chkdsk to scan the drive and attempt to repair them. If that doesn't work, formatting is the second option, and replacing the drive is the third.
You are troubleshooting a laptop with a failed wireless network connection. The laptop does not have a wired network port. What can you do to quickly get the laptop back on the network? a) Reinstall the network card driver. b) Insert a USB wireless network card. c) Replace the wireless network card. d) Reboot the computer and reinitialize the wireless network card.
B. Laptops have USB ports, and they can come in handy in situations like this. Plug in an external USB NIC, and the user should be able to get on the network.
4-60. Which of these tools use ICMP to provide their primary function? Pick two. A. NSLOOKUP B. PING C. NETSTAT D. TRACERT E. NBTSTAT
B. PING and D. TRACERT The PING utility uses the ICMP request and response functions to determine if a device is reachable. The TRACERT command takes advantage of ICMP Time to Live Exceeded messages to build a list of the hops through the network. 220-901, Objective 4.4 - Network Troubleshooting at the Command Line
4-136. Which of these methods would be the best way to test the functionality of your Windows printer driver? A. Run a test print from the printer's console B. Run a test print from Printer Properties C. Run a test print from your favorite word processing application D. Run a test print using a document from another computer
B. Run a test print from Printer Properties The Windows test print is designed to test the capabilities of the print driver by sending a relatively simple output page using the Windows printing system. Instead of complicating the issue with third-party applications, the built-in test print narrows your troubleshooting to just the necessary components. 220-901, Objective 4.6 - Troubleshooting Printer Problems
4-5. Which of these would be the best way to measure the voltage of a motherboard power rail with a multimeter? A. Set the multimeter to AC and check the voltage at the wall power source B. Set the multimeter for DC, place one probe on a ground pin and the other on the voltage pin to be measured C. Set the multimeter for AC, place one probe on the negative voltage pin and the other on the positive voltage pin to be measured D. Set the multimeter for DC, place one probe on the negative voltage pin and the other on the positive voltage pin to be measured
B. Set the multimeter for DC, place one probe on a ground pin and the other on the voltage pin to be measured The proper way to measure voltage is to choose a ground pin with one probe of the multimeter and the voltage pin with the other probe. Your multimeter will complete the circuit and display the voltage that flows through it. Since you are measuring DC voltages on the motherboard, you'll want to make sure the multimeter is set to show DC voltages in the display. 220-901, Objective 4.1 - Hardware Troubleshooting Tools
4-118. You have just upgraded the LCD display on your desktop computer, and you can see the normal POST messages appear when starting your system. When Windows begins to load, however, the display goes black and does not show any further messages. Which of these would be the next best step for troubleshooting this issue? A. Boot into the recovery console and manually remove the registry entries for the video driver B. Start Windows in VGA mode C. Return the LCD display and get a replacement D. Boot into the recovery console and delete the video driver files
B. Start Windows in VGA mode VGA mode is a generic video mode that every video device can use. If there's an issue with a video driver or resolution setting, VGA mode would allow you to boot into Windows and make any video configuration changes without any complicated file or registry changes. 220-901, Objective 4.3 - Troubleshooting Video and Display Issues
4-114. One of your customers has installed a new modem into their desktop computer by adding a modem adapter card into a free adapter card slot. However, when they start Windows 7 the card isn't recognized automatically and the adapter doesn't appear in Windows Device Manager. What is the most likely cause of this problem? A. The modem card drivers are not loaded B. The adapter card is not seated properly C. The adapter slot is disabled in the BIOS D. The modem card is not compatible with your computer
B. The adapter card is not seated properly One of the challenges when working with new adapter cards is to ensure that they are completely seated into the motherboard slot. If the adapter card is even off a bit, the card won't be recognized by the system and therefore obviously won't appear in the operating system. The incorrect answers: The modem card drivers are not loaded - Before drivers can be loaded, the computer has to be aware that the modem is installed. In this case, the modem wasn't seen in Device Manager so it would be difficult to load drivers. We're assuming that the modem is a plug-and-play modem, but there haven't been any new modems in the last ten years that weren't plug-and-play. If you're looking for the most likely cause, this isn't it. The adapter slot is disabled in the BIOS - There's probably a BIOS out there that can disable individual slots, but they're not common. If you want to disable an adapter slot, just remove the adapter card from the device. The modem card is not compatible with your computer - The adapter card interface was built so that only compatible cards could properly fit into the bus interface. If it's not compatible, it probably wouldn't have fit into the adapter slot in the first place. 220-901, Objective 4.1 - Troubleshooting Common Hardware Problems
A user calls to report that she can't access the Internet or any other network resources. The IP address on her computer is 169.254.1.102. Which of the following is most likely to have caused this? a) Unable to reach a DNS server b) Unable to reach a DHCP server c) Unable to reach the default gateway d) Unable to read the local host configuration file
B. The address shown is one assigned by the Automatic Private IP Addressing (APIPA) service. It auto-configures your network card with an IP address if your computer is set to receive an IP address from the Dynamic Host Configuration Protocol (DHCP) server and that server doesn't respond. You can always tell an APIPA address because it will be in the format of 169.254.x.x.
4-109. You've just installed a mini-PCI 802.11g wireless adapter into a laptop, but you are having difficulty maintaining a constant network connection. Upon checking the signal strength, you find that the signal is barely registering even when the laptop is next to the access point. What is the most likely cause of this issue? A. The mini-PCI card is not compatible with this laptop model B. The antenna cable is not properly connected to the mini-PCI card C. The mini-PCI adapter is not configured with the correct drivers D. The mini-PCI adapter is 802.11g and the access point is 802.11b
B. The antenna cable is not properly connected to the mini-PCI card If the wireless adapter card is working but the signal is weak, the problem is usually associated with the antenna. Attaching or reseating the antenna usually solves the issue. 220-901, Objective 4.5 - Troubleshooting Laptops
You have replaced a failed hard drive and need to prepare it for data storage. Which utility will you use first? a) format b) diskpart c) chkdsk d) bootrec
B. The diskpart utility shows the partitions and lets you manage them on the computer's hard drives. Because of the enormous power it holds, membership in the Administrators local group (or equivalent) is required to run diskpart.
An iPhone 6 user just downloaded a new app that requires the use of GPS. It doesn't function properly. Another app she has on her phone also needs GPS and it works fine. How does she configure the phone to let the new app work properly? a) Enable GPS under Settings ➢ Privacy. b) Enable Location Services under Settings ➢ Privacy. c) Enable GPS under Settings ➢ Location Services. d) Enable Location Services under Settings ➢ GPS.
B. The iPhone and iPad use the term Location Services to refer to GPS. Android devices will call it Location, Location Services, or Location Reporting. On an iPhone, you enable Location Services under Settings ➢ Privacy. In Android, location access settings are configured under Settings ➢ Location.
4-42. You are trying to print to an inkjet printer, but the printer is showing a message that it's out of paper. When you check the paper tray, you find that the paper tray is full. What is the most likely cause of this problem? A. The print heads are dirty B. The print driver is misconfigured C. The print queue is corrupted D. The print cable is faulty
B. The print driver is misconfigured If the print driver is configured with a manual feed instead of the paper tray, the printer will give an error when it tries to print and finds the manual feel slot empty. Changing the print driver to point to the correct paper source will resolve this frustrating issue. 220-901, Objective 4.6 - Troubleshooting Printer Problems
4-151. Which of these would be the most likely reason for intermittent network connectivity? A. The operating system is scheduled for a monthly security patch B. The wireless access point is rebooting C. The patch cable is wired for 568A instead of 568B D. The workstation has been assigned an APIPA address E. The network is running at gigabit Ethernet speeds
B. The wireless access point is rebooting When a switch, router, or another infrastructure device is unstable, then the connectivity on the local network will be intermittent. 220-901, Objective 4.4 - Troubleshooting Networks
4-94. You are installing a new gigabit Ethernet connection, and when you plug in the network cable into your laptop the status light indicators are dark. Which of these would be the most likely status of the network connection? A. The DHCP server has not assigned an IP address B. There is no signal on the Ethernet cable C. The Ethernet link is running at 100 megabits per second instead of 1 gigabit per second D. The primary DNS server is not responding
B. There is no signal on the Ethernet cable Status light indicators on Ethernet ports will generally light when any connection is made to another device, and another light will blink when traffic is seen on the wire. If there are no lights, then there's usually a cabling problem between the workstation and the network switch on the other end. 220-901, Objective 4.1 - Troubleshooting Common Hardware Problems
4-84. You are installing a new server into a large data center, but you've not been provided with any power information about the data center or the server. Which of these would be the best way to proceed? A. Plug in the data center power to the computer. All modern power supplies are auto-switching and will adjust to the input. B. Use a multimeter to verify the data center power and check the server manual to verify any manual voltage switches. C. Use a multimeter to verify that the data center power is 115V or 230V. If it is, connect the server and power on normally. D. Connect a surge suppressor to the data center power to regulate the flow to the server.
B. Use a multimeter to verify the data center power and check the server manual to verify any manual voltage switches. The power input to a server must match the settings of the power supply. Although many power supplies are auto-switching, you can't assume that a power supply will adjust to any input. Always check your manuals and verify your power source before connecting a new piece of equipment. 220-901, Objective 4.1 - Hardware Troubleshooting Tools
4-122. You need to write a script that will add a group of new users to the Windows Active Directory domain. Which of these commands would be the best choice for this requirement? A. nslookup B. netdom C. netstat D. net add E. nbtstat
B. netdom Although the Active Directory database can be managed from a graphical utility, the netdom command provides Active Directory management at the command line. 220-901, Objective 4.4 - Network Troubleshooting at the Command Line
You notice that after a few idle minutes, your video screen goes black and the monitor seems to disconnect as if it has lost power. What do you check to troubleshoot this problem?
Basic Input/Output System (BIOS) video power settings
If you suspect that your video card is experiencing a failure or anomaly, what should you do to as a first troubleshooting step?
Be sure that the video card is correctly and completely seated in the motherboard slot
How do you clear all custom Basic Input/Output System (BIOS) settings and reset a system's BIOS back to factory defaults if you can't access the BIOS during power-on self-test (POST)?
By using a jumper block on the motherboard
The day after an electrical thunderstorm, you are troubleshooting a computer. After you power it up, it flashes information briefly on the screen and then reboots. It continuously reboots itself after this. Which components are most likely to cause this problem? (Choose two.) a) Hard drive b) Power supply c) Motherboard d) CPU
C, D. A failing motherboard or CPU may cause continuous reboots.
4-150. Which of these would be the best way to remove toner and paper dust from the inside of a laser printer? A. Wipe with water and isopropyl alcohol B. Run a cleaning page through the printer C. Blow out the toner and dust with compressed air D. Use a chemical cleaner that can easily remove toner particles
C. Blow out the toner and dust with compressed air Laser printers can accumulate a large amount of dust and toner, and compressed air can help you remove these contaminants from all of the small crevices without damaging the printer's sensitive components. 220-901, Objective 4.6 - Printer Troubleshooting Tools
A remote workstation can't connect to the network. You want to narrow down the problem to the UTP cable or the network card. Which tool can help you determine whether the cable is causing the problem? a) Multimeter b) OTDR c) Cable tester d) Crimper
C. Cable testers are indispensable tools for any network technician. Usually you would use a cable tester before you install a cable to make sure it works. Of course, you can test them after they've been run as well.
4-30. When you print your spreadsheet to your company's network printer, the paper is always fed from the first tray of the printer. What is the best way to change your output to print from a different printer tray? A. Download a copy of the printer control panel software utility from the manufacturer's web site B. Modify the default settings on the front of the printer C. Change the printer tray option from the printer driver D. Ask the manufacturer of your spreadsheet to modify the printing process to use the secondary tray
C. Change the printer tray option from the printer driver The control of your printer output is easiest to control from the printer driver on the computer. Most print drivers allow you to modify the number of copies, the print orientation, the printer tray, and many other options. 220-901, Objective 4.6 - Troubleshooting Printer Problems
4-14. Which of these would be the best choice for configuring a system boot partition? A. FORMAT B. SFC C. DISKPART D. BOOTREC E. DIR
C. DISKPART DISKPART can perform many disk-related tools, such as defining, formatting, and configuring partition parameters. 220-901, Objective 4.2 - Troubleshooting the Boot Process
A user complains that sometimes his computer will not open files, and it happens in different programs. Which component is most likely to cause this problem? a) RAM b) CPU c) HDD d) Motherboard
C. Failure to open files means that the computer can't properly read those files. In most cases, this indicates an issue with the hard drive.
A user is trying to display a presentation on a projector, but nothing appears on the external screen. They try toggling their LCD cutoff switch, and it doesn't help. Another user had just presented on the projector, and it worked fine. Which component is most likely causing the problem? a) Backlight b) Display c) Video card d) Inverter
C. If the laptop won't output a screen image to an external monitor or projector, it means one of two things (assuming you know that the monitor or projector works): either the external VGA port is shot or the function keys aren't working. In either case, you likely need to replace the motherboard if you want the display to appear on an external device.
4-3. Which of these components is used to power an LCD florescent backlight? A. Converter B. Modulator C. Inverter D. Transceiver E. Diode
C. Inverter An inverter is used to convert DC to the AC power needed by fluorescent backlights. 220-901, Objective 4.5 - Troubleshooting Laptops
4-37. Which of these tools would most commonly be used when disassembling a mobile device? Pick two. A. IC extractor B. RJ45 crimper C. Magnifying glass D. Anti-static mat or cloth E. Hex key F. Zip tie
C. Magnifying glass and D. Anti-static mat or cloth Laptop and other mobile devices are relatively small and may require additional magnification to facilitate your work. It's also useful to minimize the chance of electrostatic discharge with the use of an anti-static mat, wristband, and cloth. 220-901, Objective 4.5 - Device Disassembly Best Practices
4-147. When you start your computer, you see the message "Operating System not found." Which of these would be the best next step to troubleshoot this issue? A. Rebuild the MBR B. Run CHKDSK on the boot volume C. Make sure that no removable storage devices are connected D. Rebuild the boot sector E. Run a hardware diagnostics
C. Make sure that no removable storage devices are connected Your computer's BIOS will try to boot from the first device in its list of boot devices. If a removable device contains any type of media, it will attempt to boot from that device. To fix this problem, simply disconnect the removable media so the boot process will continue to the correct drive. 220-901, Objective 4.2 - Troubleshooting Hard Drives
4-67. You're having problems reaching one of your hosted web servers on the Internet. Before today, you were able to perform a traceroute and reach the server in 14 hops. Today, the traceroute times-out after 7 hops. What is the most likely cause of this issue? A. You have a problem with your local Internet connection B. The Internet connection at your web hosting provider is down C. One of the intermediate Internet connections is down D. The local computer is not connected to the Internet
C. One of the intermediate Internet connections is down A traceroute timeout in about the first three hops might indicate a problem locally, and a timeout in the last three hops could indicate an issue at the remote site. Because the traceroute fails in the middle of 14 hops, the issue is most-likely related to an Internet provider in middle of the data flow. 220-901, Objective 4.4 - Network Troubleshooting at the Command Line
4-111. In which of these cases would you be most likely to use a loopback plug? A. Connect two Ethernet devices directly together B. Test power supply voltages C. Perform diagnostics on an Ethernet adapter D. Determine the pinouts of an Ethernet cabl E. Redirect network traffic to a protocol analyzer
C. Perform diagnostics on an Ethernet adapter Loopback plugs are useful for testing physical interfaces on devices. Loopback plugs are commonly used for serial connections, Ethernet interfaces, and WAN connections. 220-901, Objective 4.1 - Hardware Troubleshooting Tools
4-11. The output from a graphics program to a laser printer shows a thin black streak that runs the length of the page. What's the first thing you should do to troubleshoot this problem? A. Reinstall the graphics program B. Clean the corona wire C. Print a test page D. Replace the toner cartridge
C. Print a test page Before going through the process of replacing cartridges and reinstalling software, you should always eliminate the easiest problems first. Printing a test page is simple and quick, and it will tell you immediately if the problem is related to the printer or the graphics application. You may still ultimately need to replace cartridges and/or clean the printer, but that shouldn't always be your first option. 220-901, Objective 4.6 - Troubleshooting Printer Problems
4-113. What functions are primarily associated with the "net" command? A. Validates the reachability of a host across the network B. Provides the IP configuration of a workstation C. Provides access to Windows networking features from the command line D. Traces the route that IP packets take from one device to another
C. Provides access to Windows networking features from the command line The "net" command provides features such as "net view" to view Windows shares, "net start" to start Windows services, and "net group" that can manage Domain groups. 220-901, Objective 4.4 - Network Troubleshooting at the Command Line
You are troubleshooting network connectivity issues from a Linux workstation. Which command should you use to check the computer's IP address and subnet mask? a) PING b) IPCONFIG c) IFCONFIG d) NETSTAT
C. The IFCONFIG command is used in Linux, UNIX, and macOS to check a computer's IP configuration information. IPCONFIG is used in Windows.
4-76. You've just returned from a business trip. When you start your computer, the display screen remains blank and beeps a few times. Which of these would be the most likely cause of this issue? A. The monitor is not connected to the computer B. The network cable is disconnected C. The POST has failed D. The power supply has failed
C. The POST has failed The Power On Self-Test is the initial hardware check that occurs when a system boots. If a serious error occurs, video is often not displayed and a set of beeps is provided by the BIOS as a diagnostics tool. By referencing the number and length of the beeps from the manufacturer's documentation, you can determine what part of the POST is failing. 220-901, Objective 4.1 - Troubleshooting Common Hardware Problems
4-29. You were working on your computer and everything suddenly froze without any error message. During the reboot of the computer, this message appeared: "Boot device not available." What is the most likely cause of this message? A. The hard drive is fragmented B. The BIOS configuration is incorrect C. The hard drive is faulty D. The video driver is corrupted
C. The hard drive is faulty If your boot device isn't available, then something has gone drastically wrong with your hard drive. 220-901, Objective 4.1 - Troubleshooting Common Hardware Problems
4-116. When you turn on your laptop computer, you notice that the LCD display is displaying information, but it's very dark and difficult to read. Which of these would be the most likely cause of this issue? A. The laptop power supply is faulty B. The LCD display is faulty C. The inverters are faulty D. The video driver needs to be upgraded E. The LCD is not set to the native resolution
C. The inverters are faulty An LCD panel with florescent backlights relies on inverters to convert the laptop's DC power to AC power. If the inverter is faulty, the fluorescent lights won't have the power required to provide a backlight. 220-901, Objective 4.5 - Troubleshooting Laptops
4-80. You've just replaced your two old 1 GB memory modules in your desktop computer with two new 2 GB memory modules. However, when you turn on your computer it beeps and the screen remains black. Which of these would be the most likely cause of this issue? A. The memory module slots are damaged B. The motherboard does not support 2 GB modules C. The memory modules are the incorrect type D. The memory modules are designed for a laptop computer
C. The memory modules are the incorrect type Memory modules may look very similar, but they consist of many different technical specifications. If your memory modules are the incorrect type, your compute may refuse to boot or it may boot and suffer from intermittent crashes and hangs. 220-901, Objective 4.2 - Troubleshooting Hard Drives
4-56. Every page you print from the central networked laser printer has a single black line that extends from the top of the page to the very bottom. What is the most likely cause of this issue? A. The corona wire is damaged B. The printer does not have enough memory to properly render the page C. The photosensitive drum is damaged D. The toner is low
C. The photosensitive drum is damaged A scratch that extends around the length of the photosensitive drum will result in a thin dark line that extends from the top to the bottom of every page. If the damage was not over the entire drum, you would see intermittent print problems that occur in regular intervals down the page. 220-901, Objective 4.6 - Troubleshooting Printer Problems
4-97. You tried to print many documents yesterday, but none of them ever appeared on your inkjet printer. When you started your computer this morning, all of the reports you tried to print yesterday suddenly started printing! What is the most likely cause of this issue? A. The printer driver is corrupted B. The printer is running low on ink C. The print spooler is failing D. The printer jets are clogged E. The operating system is not configured with the correct printer model
C. The print spooler is failing The print spooler is responsible for managing the printing process between the operating system and the printer. If the print job is delayed or hung, then the spooler is probably your issue. 220-901, Objective 4.6 - Troubleshooting Printer Problems
4-89. Your old computer has been suffering from an intermittent shutdown problem for a long time, but it's now occurring at least once a day. You've also recently started using more graphically intensive applications, and the abrupt shutdown often occurs when these applications are active. Which of these would be the most likely cause of this issue? A. The newest security patches are conflicting with the application B. The applications are designed for a newer operating system C. The system is not cooling properly D. The graphics drivers are old and need to be updated
C. The system is not cooling properly If a computer is running normally except for abrupt shutdowns, then your environment should be one of the first things to check. A system with dust-filled or blocked vents will heat up quickly, and a system that runs too hot will often shut itself down as a self-protection mechanism. 220-901, Objective 4.1 - Troubleshooting Common Hardware Problems
4-54. You've received a call from a busy accounting department with a complaint about a printing problem. When you arrive, you find that pages are output from the printer but all of them are completely blank. Nothing appears to be written on any of the printed pages. Which of these would be the most likely cause of this issue? A. The fuser is faulty B. The print drivers are incorrect C. The toner cartridge is faulty D. The printer does not have enough memory
C. The toner cartridge is faulty If the printer's mechanical operation is working normally, then the problem must be with the internal printing process of the laser printer. A completely blank page could certainly be related to a problem with a corona wire, but the more common issue is because the laser printer cartridge is faulty or completely empty of toner. If all of your accounting spreadsheets are blank, it may be time to update your LinkedIn profile. 220-901, Objective 4.6 - Troubleshooting Printer Problems
A user is upset because his Android tablet does not ring whenever he receives a phone call. What is the first thing you should have him check? a) If the tablet is configured to receive voice calls b) If the tablet is in Airplane mode c) If the tablet is set to silent mode d) If the tablet's speakers are working in another application
C. There's probably a simple explanation for this one, and the device is in silent or vibrate mode. Most mobile devices will have a switch on the side that sets them to silent or vibrate mode, and that will mute the device from making a noise when it receives a call or a message. If that doesn't resolve the problem, it might also be a good idea to check his volume settings.
4-135. Which of these would be the best way to avoid monitor burn-in? A. Always use the latest display drivers B. Power the monitor from a separate electrical circuit C. Use a monitor that will pixel-shift D. Only use full-screen applications E. Use the monitor at the lowest refresh rate
C. Use a monitor that will pixel-shift Pixel shift is a feature of some displays that will automatically shift the image by a few pixels in an effort to avoid any long-term burn-in of the video display. 220-901, Objective 4.3 - Troubleshooting Video and Display Issues
4-128. You've just installed a new power supply, but you notice that your DVD-ROM drive is not receiving any power. Which of these would be the best next troubleshooting step? A. Swap the power supply for a brand new model B. Replace the power supply for one with a higher wattage rating C. Use a multimeter on the DVD-ROM Molex connector D. Replace the DVD-ROM drive
C. Use a multimeter on the DVD-ROM Molex connector Before you begin swapping hardware, it would be useful to know the extent of the problem. By measuring the power provided to the DVD-ROM over the Molex connector, you can determine if the power supply is sending the expected power or if the DVD-ROM might be faulty. 220-901, Objective 4.1 - Troubleshooting Common Hardware Problems
4-83. You've recently installed a new motherboard and CPU, and you're interested in monitoring the CPU heat during the burn-in process. Which of these would be the best way to check the temperature of your CPU while under load? A. Use a thermometer in the case with leads that connect to the CPU B. Measure the temperature of the air going into and out of the computer and compare the difference C. Use specialized software to measure component temperatures D. Use infrared thermometers to measure the CPU temperature from a distance
C. Use specialized software to measure component temperatures Your CPU and other components already include sensors to measure temperature, fan speed, and other metrics. Specialized software can provide instant feedback about the heating and cooling of your computer without opening the case. 220-901, Objective 4.1 - Troubleshooting Common Hardware Problems
You are troubleshooting a Windows 7 desktop computer that boots into VGA mode. What is the first step to take in the troubleshooting process? a) Reinstall the video card driver. b) Replace the video card. c) Reset the video resolution to a lower setting and reboot. d) Replace the monitor.
C. When your system refuses to boot into anything other than VGA mode, it indicates one of two problems. Either the video card is set to a resolution that it can't handle or the video card driver isn't loading properly. When in VGA mode, reset the video resolution to something you know the card can handle and reboot. If that doesn't solve it, reinstall the driver. If it still doesn't work, replace the video card.
4-21. You would like to view your corporate mail on your mobile device, but you receive a message that the device is unable to decrypt email. Which of these is the most likely reason for this message? A. Your mobile device does not support encrypted messages B. The operating system of your mobile device needs to be upgraded C. Your private key needs to be installed on your mobile device D. Your email app is not working properly E. The decryption hardware in your mobile device is faulty
C. Your private key needs to be installed on your mobile device Each user has a private key that is used to decrypt private email messages. If the key is not installed on your mobile device, you will not be able to view encrypted messages. 220-901, Objective 4.5 - Troubleshooting Mobile Devices
4-144. Which of these commands would be the best choice for displaying details about your network configuration on a Linux workstation? A. ls B. nbtstat C. ifconfig D. traceroute E. netstat
C. ifconfig The ipconfig command in Windows will provide you with the details of your network configuration, including MAC address and IP address information. 220-901, Objective 4.4 - Network Troubleshooting at the Command Line
4-59. While on the phone with technical support, the technician asks you to provide your default gateway. What command line utility would be the easiest way to get this information? A. msinfo B. dxdiag C. ipconfig D. regedit
C. ipconfig The default gateway is the router that is used to send IP traffic to other IP subnets, and one of the fastest ways to display your IP address, subnet mask, and default gateway is with the ipconfig command. 220-901, Objective 4.4 - Network Troubleshooting at the Command Line
4-104. Which of these commands will display NetBIOS names from SERVER1? A. netstat -A server1 B. nbtstat -n server1 C. nbtstat -a server1 D. ipconfig -A server1 E. nbstat -a server1
C. nbtstat -a server1 The nbtstat command with the lowercase -a option will query a hostname. Using the uppercase -A option allows you to query a device by IP address. 220-901, Objective 4.4 - Network Troubleshooting at the Command Line
4-70. You'd like to access a public share on your NAQUADAH server, but you can't remember the share name. Which of these commands will show you the share names from your Windows 7 desktop? A. net share \\naquadah B. net use \\naquadah C. net view \\naquadah D. net start \\naquadah
C. net view \\naquadah The "net view" command allows you to view available shares from the command line. 220-901, Objective 4.4 - Network Troubleshooting at the Command Line
4-45. Which of these commands would be the best choice to view the Windows Activity Directory domain information for a device? A. netstat /query B. net /query C. netdom /query D. windomain /query E. nbtstat -query
C. netdom /query The netdom command provides a way to manage an Active Directory domain from the command line. 220-901, Objective 4.4 - Network Troubleshooting at the Command Line
All computers on your network are having intermittent Internet connectivity issues. Some websites work, while others do not. If you want to track the problem down by verifying the path to the problematic websites, which tool should you use? a) ping b) netstat c) tracert d) nslookup
C. tracert (trace route) is a Windows-based command-line utility that enables you to verify the route to a remote host. Execute the command tracert hostname, where hostname is the computer name or IP address of the computer whose route you want to trace. Tracert returns the different IP addresses the packet was routed through to reach the final destination.
Which Windows program should you run to help diagnose and fix disk-related errors?
CHKDSK
Which motherboard component can become distended and break its casings, leaking electrolytes and causing the board to fail?
Capacitor
Which two hardware components would you suspect if a user reported to you that she frequently, but randomly, experiences shutdowns?
Central processing unit (CPU), power supply
You take over working on a system that one of your coworkers began. You notice that the system attempts to boot to the DVD-ROM drive and then to the network. How do you set the default boot device to the primary hard drive?
Change the default boot device in the Basic Input/Output System (BIOS)
When you boot your computer, your video is distorted and illegible during power-on self-test (POST). What do you check to troubleshoot this problem?
Check cable's connections and pin integrity in each cable's connector
What do you do for a power supply fan that turns too slowly?
Check for obstructions and debris around the fan
Your computer connects to a wired network, but it has no network connectivity. What do you check first in troubleshooting the problem?
Check for physical connectivity from the computer's network card to the wall plug
What do you check if your screen is black and the monitor is not in power-saving mode?
Check power from the monitor to the wall plug
A user reports that when she opens a particular application on her computer, the screen goes black. What do you check to troubleshoot this problem?
Check screen resolution and color depth requirements for the application
You are notified that a user's Wi-Fi signal is very weak—to the point of being unusable. What do you check for the user?
Check sources of signal interference near the user
A user states that their mobile device can't connect to a wireless network and that the device doesn't display any wireless access points. What is the first device setting you should check to troubleshoot the issue?
Check that the Wireless connectivity is not set to "Off"
Several users report that they can only see and connect to other workstations, but cannot connect to other network resources or to the Internet. What common failure point do you check?
Check the Dynamic Host Configuration Protocol (DHCP) server
Several users report that they cannot connect to the Internet. You try from your workstation and verify that you too cannot connect to the Internet. What do you check as a possible point of failure?
Check the Internet router for connectivity to your provider
If the computer you are working on has an onboard Redundant Array of Independent Disks (RAID) controller that appears in power-on self-test (POST) as functional, but your computer cannot boot from the array nor can it detect the array, what should you check to troubleshoot the problem?
Check the RAID configuration in the controller's Basic Input/Output System (BIOS)
What should you check if during boot, you receive an error that reads "Not Ready—System Halted"?
Check the hard disk's connectivity to power and to the controller cable
A user tells you that her tablet computer's sound works in some apps, but not in others. What do you tell her to do?
Check the individual app's sound settings
A user's laptop will not power on with a fresh battery or with a known good alternating current (AC) adapter. What is your next course of action?
Check the power supply with a multimeter
Several users report that their Wi-Fi connectivity is low and it causes a problem with network throughput and often results in data loss. What can you check to find the cause of the problem?
Check the radio frequency (RF) signal strength of the access point
Several users notify you that the network is slow. How do you investigate the problem?
Check the switch or switches for activity
Your server's Redundant Array of Independent Disks (RAID) array has worked for several months without issue, but over the weekend, you receive an alert that the system is down. You look at the system and it is trying to boot from the CD/DVD drive. How do you troubleshoot this boot problem?
Check the system Basic Input/Output System (BIOS) boot sequence
You have a user who reports that when she plugs in her laptop, it does not power on. What do you do first to troubleshoot the problem?
Check the system with a known good alternating current (AC) adapter
A user tells you that she cannot connect to some network resource while others are readily accessible and no one else has the same problem. What do you check in order to investigate this problem?
Check the user's Active Directory and shared resource permissions
A user with an external Universal Serial Bus (USB) disk drive reports that her disk will not power up when plugged into the computer. What should you check first?
Check to see if the drive works on another computer
If you have exhausted all troubleshooting possibilities in your network for slow performance or for intermittent connectivity problems, where should you turn to next for a solution?
Check with your Internet provider for any outages or problems
What do you check if your printer prints in the wrong color?
Check your computer's color settings in the printer's properties
The printer at your office is constantly displaying an error code indicating a paper jam after every few pages printed, even though you clear the jams. What should you do to resolve the frequent paper jams?
Clean and service the printer, replacing any old or worn components
Don't check
Color settings if you have ghosted printer output
4-148. Which CHKDSK flag will fix logical file system errors and identify any bad hard drive sectors? A. /logical B. /f C. /n D. /r
D. /r The /f flag will fix any logical file system problems, but you'll have to choose the /r flag to also include the check and possible recovery of data from any bad hard drive sectors. 220-901, Objective 4.2 - Hard Drive Troubleshooting Tools
4-47. One of your associates asks you to ping a server in your DMZ. What is the purpose of this request? A. Determine the number of hops between your workstation and the server B. Measure the bandwidth utilization between your workstation and the server C. Determine login permissions to the server in the DMZ D. Check the availability of the serve
D. Check the availability of the server The ping command is commonly used to determine if a network connection to a device is operating properly. If everything is working, the remote device will send a reply to the ping request. 220-901, Objective 4.4 - Network Troubleshooting at the Command Line
4-107. Which of these commands can be used in Windows 7 to partition a storage device? A. FDISK B. PARTITION C. FORMAT D. DISKPART
D. DISKPART The DISKPART command can be used for many disk functions, including partitioning. Prior to DISKPART (pre-Windows XP), the FDISK utility was used for storage device administration. 220-901, Objective 4.2 - Troubleshooting the Boot Process
4-20. Which of these would the most likely cause of slow transfer speeds? A. Incorrect SSID B. Device is assigned an APIPA address C. Incorrect gateway configuration D. Duplex mismatch E. Device is assigned an RFC 1918 address
D. Duplex mismatch Two devices communicating to each other with a mismatched duplex will connect and allow data to transfer, but you'll find that the data transfer rates will be much lower than expected. 220-901, Objective 4.4 - Troubleshooting Networks
4-8. You've recently upgraded the memory in your laptop computer, but now you notice that the signal of your wireless connection is much weaker than before. What is the most likely cause of this issue? A. During the memory upgrade process, the wireless adapter was dislodged B. The upgraded memory is not compatible with your laptop C. The memory modules are faulty D. During the memory upgrade process, the wireless antenna was dislodged
D. During the memory upgrade process, the wireless antenna was dislodged The antenna of your laptop's wireless connection usually wraps around the inside of the case and connects to the wireless adapter with a small antenna connector. If this antenna connector is disconnected, the wireless link will be very weak or completely unusable. 220-901, Objective 4.5 - Troubleshooting Laptops
Within the last five minutes, several users in one part of the building have called in to report that they have lost their network connection. It had been working earlier in the day. What is most likely the cause of the problem? a) Faulty network card drivers b) Incorrect TCP/IP configuration c) Bad network cable d) Faulty switch
D. If the problem affects multiple users, chances are that it's an issue with the central connectivity device. Suspect an issue with the hub or switch that the computers are plugged into.
You are troubleshooting network connectivity issues in one section of the building. After a few hours, you come to the conclusion that the network cables in the wiring closet must be mislabeled. Which tool is most appropriate to test your theory? a) Multimeter b) Cable tester c) Punchdown tool d) Tone generator and probe
D. If you need to trace a wire in a wall from one location to another, a tone generator and probe (or toner probe) is the tool for you. It consists of two pieces: a tone generator and a probe. Because it's so good at tracking, you will sometimes hear this referred to as a "fox and hound."
4-22. You've just received a computer from a remote office via next-day air delivery, and the PC appears to be in perfect shape. However, when starting the computer it beeps a few times and shows a black screen. You check the manual and find that the beep code refers to a problem with the CPU. Which of these would be the best next step? A. Confirm that the CPU is receiving enough power by checking the power supply voltage setting B. Boot with the Windows installation CD and run the memory check C. Swap out the CPU and try starting the computer again D. Make sure the CPU is seated securely
D. Make sure the CPU is seated securely It's not uncommon for parts to come loose during shipping, especially when the parts are designed to be removed. I've spent many hours dismantling freshly-shipped computers to reseat all of the connections and adapter cards. Since it's an easy process to accomplish, it's almost always your best first step. 220-901, Objective 4.1 - Troubleshooting Common Hardware Problems
You are troubleshooting a Windows 10 computer that appears to be unresponsive. You press the Caps Lock key on the keyboard, but the Caps Lock light on the keyboard does not light up. What is most likely happening? a) The keyboard has malfunctioned. b) The system is waiting for a process to finish and will respond soon. c) The motherboard has failed. d) The system has locked up and needs to be rebooted.
D. Most keyboards will have status lights for the Caps Lock and Num Lock keys. If you believe a system is locked up, try pressing the Caps Lock or Num Lock key on the keyboard to see whether the lights change. If they don't, that's a sign that the system is unresponsive. Reboot the computer.
4-95. You're troubleshooting a network issue, and you've identified the IP address of a suspicious workstation. What Windows command line utility can query the remote device and return the NetBIOS name? A. TRACERT B. NETSTAT C. NSLOOKUP D. NBTSTAT
D. NBTSTAT The Nbtstat command is a great utility for troubleshooting and identifying devices using NetBIOS over TCP/IP. Using the �A command line switch will allow you to input an IP address for a name query. 220-901, Objective 4.4 - Network Troubleshooting at the Command Line
4-46. You'd like to use the command line to connect to a Windows share on your central file server. Which command can be used at a command prompt to connect to a network share? A. NET CONNECT B. SHARE USE C. SHARE CONNECT D. NET USE
D. NET USE The NET USE command can be used at the command line to connect to a share. resources. 220-901, Objective 4.4 - Network Troubleshooting at the Command Line
Your network has recently grown from 50 client computers to about 90. All workstations on the network are connected using CAT5e or better cabling, and all network devices support at least 100Mbps data transfers. Users have been reporting very slow network speeds since the expansion, and complaints are now coming more frequently. Which of the following actions is most likely to help resolve the issue? a) Add another hub to the network. b) Upgrade all the cabling to at least CAT6a. c) Upgrade the existing router to support 10Gbps data transfers. d) Add another switch to the network.
D. On a wired network, if you run into slow speeds or intermittent connectivity, it's likely a load issue. There's too much traffic for the network to handle, and the network is bogging down. Solutions include adding a switch, replacing your hubs with switches, and even creating virtual LANs (VLANs) with switches. If you want to upgrade the cabling or connectivity infrastructure to combat a speed issue, you should do all of it and not just cables or a router.
A technician just replaced the toner cartridge in a laser printer. Now, the printer only prints blank pages. What should you do to resolve the problem? a) Stop and restart the print spooler. b) Reinstall the printer driver. c) Replace the toner cartridge with a new toner cartridge. d) Remove the toner cartridge, remove the sealing tape, and then reinstall the cartridge.
D. One problem that happens with toner cartridges is when someone installs a new toner cartridge and forgets to remove the sealing tape that is present to keep the toner in the cartridge during shipping. The solution to this problem is fortunately quite easy: Remove the toner cartridge from the printer, remove the sealing tape, and reinstall the cartridge.
4-57. Your facilities department is having an issue printing some of their complex blueprints to a network laser printer. When they pick up their output, the top half shows their blueprint but the bottom half of the page is completely blank. Which of these is the most likely cause of this issue? A. The network is faulty B. The laser printer is out of toner C. The blueprinting application is faulty D. The laser printer is out of memory
D. The laser printer is out of memory Before a laser printer can begin the printing process, it must "build" a representation of the output in the memory of the printer. Complex graphics take more memory than simple text files, and very complex images can cause a printer to run out of memory and output only part of the page image. 220-901, Objective 4.6 - Troubleshooting Printer Problems
If a user on your network experiences intermittent network connectivity, what is the most likely cause?
Electrical noise or electrical interference
4-149. You've been using a computer to surf the Internet, but it has suddenly stopped all communication over the network. When you look at the network connection, you don't see any status lights. What is the most likely cause of this issue? A. The network adapter is disabled B. A network driver is conflicting with another component C. Your computer is infected with malware D. The network cable is physically disconnected
D. The network cable is physically disconnected There are often two status lights on a network adapter. One usually shows the existence of a physical link, and it will be lit if the adapter is enabled and a signal is detected. The other status light usually blinks as traffic is sent or received across the network. 220-901, Objective 4.1 - Troubleshooting Common Hardware Problems
4-119. You come into the office on a Monday morning after a weekend network upgrade. Almost everything appears to be working normally, except your networked laser printer is not visible on the network. Which of these would be the most likely cause of this issue? A. The printer's print queue is corrupted B. The printer is out of ink C. The new network configuration can't support laser printers D. The printer has a bad IP address
D. The printer has a bad IP address If a major network event has occurred, then it's possible that the devices on the network need to be restarted with the updated network configuration information. Since printers are rarely restarted, a manual reboot may be necessary before the other network devices can see the printer. 220-901, Objective 4.6 - Troubleshooting Printer Problems
4-125. Your computer is beginning to experience a new issue where it abruptly shuts down after less than an hour of heavy utilization. You also notice that something is loose and bouncing around inside of the PC's desktop case when it's moved. What is the most likely cause of this shutdown problem? A. A memory module has dislodged from the motherboard B. The hard drive is beginning to fail C. An adapter card is loose D. The processor's heat sink has detached from the CPU
D. The processor's heat sink has detached from the CPU An abrupt shutdown after heavy utilization is often indicative of an overheating issue. There aren't many parts that can come loose and bounce around inside of the case, so it's reasonable to assume that a heat sink may have come loose from a component that needs the cooling. 220-901, Objective 4.1 - Troubleshooting Common Hardware Problems
A user's Windows-based desktop computer always attempts to boot to the DVD-ROM drive. Where can she go to change the settings to boot to the hard drive? a) Windows Control Panel b) Windows Device Manager c) Windows Disk Management d) BIOS
D. The system BIOS contains the boot sequence for a system. Most systems probably boot to the first hard drive, but they can also be configured to boot from a secondary hard drive, the optical drive, or the network. If a computer can't find the right boot device, it could be that it's attempting to boot from the wrong device. This setting is configured in the BIOS.
4-74. One of your users has inadvertently deleted a file from their USB drive. Which of these would be the best next step? A. Format the drive with the exFAT file system B. Run CHKDSK on the USB volume C. Connect the USB drive to another computer and run Windows Backup and Restore D. Use file recovery software to "undelete" the file
D. Use file recovery software to "undelete" the file Specialized file recovery software is quite capable at recovering deleted files from a storage device, even if the drive has been formatted or corrupted with malware. 220-901, Objective 4.2 - Hard Drive Troubleshooting Tools
4-106. Which of these would be the best way to test printer output without using the print function of a Windows application? A. Print from the Windows Recovery Console B. Connect the printer to an Linux workstation C. Use any application, but print in black and white instead of color D. Use the "Print Test Page" function from the printer driver E. Hold the "PrtScn" key when Windows is starting
D. Use the "Print Test Page" function from the printer driver Windows includes a test print feature that's built into the operating system. This "Print Test Page" feature is part of the printer properties and does not rely on any particular Windows application. 220-901, Objective 4.6 - Troubleshooting Printer Problems
4-68. When you start your laptop computer, your IP address information shows an address of 169.254.22.7. Which of these best describes this configuration? A. You've received an IP address via DHCP B. Your device is using a public IP address C. The router is using a NAT for all of your Internet traffic D. You can only communicate to other devices on your local subnet
D. You can only communicate to other devices on your local subnet APIPA (Automatic Private IP Addressing) is used when a static IP address is not assigned and a DHCP server was not available to automatically assign an address. In these situations, an operating system will use APIPA to automatically configure an address that can be used to communicate with other APIPA-configured devices on the same subnet. The usable host range of APIPA addresses is from 169.254.1.1 through 165.254.254.254. 220-901, Objective 4.4 - Troubleshooting Networks
4-10. You can't browse to Google's search page at http://www.google.com, so you've started the troubleshooting process. Your workstation IP address is 192.168.1.5, your subnet mask is 255.255.255.0, your default gateway is 192.168.1.1, and your domain name servers are 10.2.2.1 and 10.2.2.2. You can successfully ping your local IP address, your default gateway, and Google's DNS server at 8.8.8.8. Which of the following is the most likely cause of this issue? A. Your Ethernet adapter's duplex setting is incorrect B. The default gateway is faulty C. The Internet connection is down D. Your DNS servers are faulty E. The default gateway configuration is incorrect
D. Your DNS servers are faulty If you can ping Google's DNS server, then your connection to the Internet is working properly. However, if your DNS server isn't converting your domain names to IP addresses, then your computer won't know the IP address of the web server and your computer won't even try to send traffic out to the Internet. 220-901, Objective 4.4 - Network Troubleshooting at the Command Line
4-77. Which of these procedures would be the best choice for updating the DHCP-enabled IP address lease of a workstation? A. netstat /all, ipconfig /release B. ipconfig /renew, ipconfig /netstat C. ipconfig /flushdns D. ipconfig /release, ipconfig /renew
D. ipconfig /release, ipconfig /renew To update your IP address, you must first release and then renew the DHCP addressing. 220-901, Objective 4.4 - Network Troubleshooting at the Command Line
4-9. Which of these commands would be the best choice to provide the Windows name of a remote device at 192.168.1.6? A. ping 192.168.1.6 B. netstat -a 192.168.1.6 C. net use f: \\192.168.1.6 D. nbtstat -A 192.168.1.6 E. tracert 192.168.1.6
D. nbtstat -A 192.168.1.6 The nbtstat command provides a NetBIOS information about a device, and you can reference the device by IP address with -A or by ip address with the -a flag. 220-901, Objective 4.4 - Network Troubleshooting at the Command Line
4-96. You're managing a web server, and you are interested in knowing what devices might be connecting to your server right now. What network utility would be the best choice to give you this information? A. nslookup B. ipconfig C. tracert D. netstat
D. netstat The netstat command can provide you with many details about network communication, open ports, and connected clients. 220-901, Objective 4.4 - Network Troubleshooting at the Command Line
4-101. Which of these would be the best way to determine the route between your computer and a remote device at 192.168.1.2? A. net route 192.168.1.2 B. ping 192.168.1.2 C. nbtstat 192.168.1.2 D. tracert 192.168.1.2 E. netstat -r 192.168.1.2
D. tracert 192.168.1.2 The tracert or traceroute command is used to determine the route that a packet takes to a destination address. 220-901, Objective 4.4 - Network Troubleshooting at the Command Line
Which utility should you run regularly to optimize your computer's hard disk performance?
DEFRAG
A user calls in to report that a monitor has an unusual rainbow-like area covering about one-third of the total screen. How do you fix the problem?
Degauss the monitor
You have a user experiencing extremely short battery life on her mobile device. What do you suggest she do to lengthen it?
Disable background data services for apps that track location or that use data without permission
Don't tell the user
Disable the touchpad and use a mouse when they're having problems with mouse pointer drift
What should you do to protect your computer's components from a failing power supply?
Disconnect all the components before troubleshooting
If your mobile device requires disassembly, what should you do to ensure proper reassembly of the device?
Document and label cable and screw locations
Which database does the nslookup utility query for information about a host?
Domain Name System (DNS)
4-18. Which of these tools would be the best choice for building a wire map? A. Loopback plug B. Punch-down tool C. Toner probe D. 110 block E. Cable tester
E. Cable tester A wire map is a diagram that shows the wiring pins between the connectors on a cable. For example, a straight through cable would have a wire map that shows pin 1 connecting to pin 1, pin 2 connecting to pin 2, and so on. A cable tester would put a remote device on one end of the cable and the tester on the other end, and the tester would then display the dispositions of the individual wires. 220-901, Objective 4.4 - Network Troubleshooting Tools
4-99. When you launch an application on your Mac computer, the OS X spinning wait cursor is displayed for about five seconds. Which of these would be the best next troubleshooting step? A. Reinstall the operating system B. Try running the application from a USB drive C. Upgrade the operating system D. Reinstall the application E. Check the console logs
E. Check the console logs The wait cursor indicates some type of hardware conflict or resource contention. You may be able to find more information on what's causing the problem in the console logs. 220-901, Objective 4.1 - Troubleshooting Common Hardware Problems
Which utility must you use to prepare a disk or filesystem BEFORE you format it?
FDISK
If you install a new disk drive into a computer, but cannot access it, what must you do to make the disk accessible?
FDISK and FORMAT
What is the most common use for a loopback plug?
For testing Ethernet network interface cards (NICs)
You have a user who reports slow computer performance. You suspect a virus, but after a thorough virus and malware scan, you find nothing and the system is still slow. What do you check next as a possible cause for the slowness?
How full the disk is
Memory should be checked
If you see garbled output on your printer
Which simple visual test will tell you if power is properly supplied to a hardware component?
Indicator lights will be on or on and green.
If a motherboard does not support Redundant Array of Independent Disks (RAID) natively, how can you configure a RAID array on that system?
Install and configure a non-system RAID controller
An incorrectly configured hosts file on a user workstation can result in which problem?
It can result in failed services or connections to the incorrect hosts
What does the FORMAT utility do?
It creates the partition's or disk's filesystem.
You notice a tiny black spot on your screen that is not dirt, dust, or anything on the glass surface. What is the black spot?
It is a dead pixel
A dim liquid crystal display (LCD) screen that you cannot adjust or fix with software might be a serious problem with
LCD inverter
Because of user complaints of intermittent network connectivity, you investigate cabling in the ceiling to find that many cables cross your office's fluorescent light ballasts. Why is this discovery a probable source of the connectivity problems?
Light ballasts produce a large amount of electrical noise
ifconfig
Linux command corresponds to the Windows ipconfig command
A user calls in a trouble ticket to report that she cannot use numbers on her laptop keyboard. Recognizing the laptop, you realize that she doesn't have a separate keypad, so you direct her to
Locate and press the Num Lock key
You have attempted to lengthen your device's extremely short battery life by performing every troubleshooting idea that you know about. What do you decide to try before having the battery or the device replaced?
Low power mode
If a user's external drive malfunctions after working correctly for months, but all hardware components check out as working, what might be the problem?
Malware may have infected the drive.
You are unable to connect to a new device via Bluetooth after repeated attempts. What do you do to troubleshoot the problem?
Move the devices closer together or change their relative orientations to each other
To help with reassembly of a device, what should you do during disassembly?
Organize the parts as you remove them
Other than a failed or failing hardware component, what other problem can cause a computer to shut down randomly?
Overheating
Your friend's mobile phone frequently freezes or stops responding while in use. What do you advise her to do to troubleshoot the problem?
Perform a factory reset on the device
Your mobile device frequently stops responding and you have disabled all background data usage, disabled all location services, rebooted multiple times per day, disabled Bluetooth, and removed all questionable apps. What should you try next?
Perform a factory reset on the device
Wire this TIA/EIA 568B connector with the correct colors: Pin 1. Pin 2. Pin 3. Pin 4. Pin 5. Pin 6. Pin 7. Pin 8.
Pin 1. White and Orange Pin 2. Orange Pin 3. White and Green Pin 4. Blue Pin 5. White and Blue Pin 6. Green Pin 7. White and Brown Pin 8. Brown
A computer continuously reboots after power on and never reaches the operating system. Which hardware component do you check?
Power Supply
You power on a computer and see smoke rising from the case. You respond by powering off the computer and then investigate which component as the source of the smoke?
Power Supply
What is a potential remedy for increased network traffic that is not caused by malware or a distributed denial-of-service (DDoS) attack?
Power cycle network switches and the Internet-facing router
When you try to print to a network printer that you know you have access to, you receive an "access denied" message. What do you do to resolve the issue?
Power cycle the printer to refresh all connections
If you cannot resolve a high network traffic condition by restarting network components, what is your next course of action to find and resolve the problem?
Power down each computer on your network until you find the one that might have a network problem
A lightning strike caused power to go out in your building and now you have four computers that won't power on because they took a power surge from the lightning. Which computer component is the first one that you should check for replacement?
Power supply
You detect an odor that smells like something burning coming from your computer. Which component should you check first to find the source of the odor?
Power supply
What is the first thing to check if you turn on a computer and it does not power up?
Power supply cable
A power-on self-test (POST) card is used during POST to do what?
Produce diagnostic error codes
What should you do before you remove sticking keys from a laptop keyboard?
Refer to the manual for key removal instructions
If you experience difficulty in locating components while disassembling a device, what should you do?
Refer to the manufacturer's documentation
If you suspect that your computer has failing or failed Random Access Memory (RAM) in it, which of the following steps would you NOT take during troubleshooting?
Reinstalling the operating system
Identify the one troubleshooting step that you would NOT take if you found that a computer's screen is dim.
Remove and replace the video card
If your laser printer's fuser roller is warped or worn, which output symptom will you observe?
Repeating horizontal lines or white spaces
A user's laptop will no longer take a charge and it must remain plugged in all the time. What do you suggest as a resolution?
Replace the battery pack
A server operates correctly, except that each time it boots, you have to manually reset the system time in the Basic Input/Output System (BIOS). How do you fix the system time?
Replace the complementary metal-oxide semiconductor (CMOS) battery
Though most printer manufacturers have a unique set of error codes, what is the first thing you should do upon seeing an error code on your printer's display?
Research and review the manufacturer's error code to determine what problem the code indicates
Upon booting a system that has experienced multiple problems, you find that several Basic Input/Output System (BIOS) settings are incorrect. What should you do to begin to correct the problem?
Reset the BIOS to factory defaults
Your computer boots up and all seems normal, but when the operating system starts, the video is distorted and nothing on the screen is legible. What troubleshooting steps should you take to resolve the problem?
Restart the system in Video Graphics Array (VGA) mode and reset the refresh rate
How do you adjust the screen resolution on a Windows computer?
Right-click the desktop and select Screen Resolution
What diagnostic information does the ping command return to you?
Round-trip network speed from the local host to the remote host
You place a bootable DVD-ROM disk into a system's DVD-ROM drive and power cycle the system. On boot, the system displays the message: Missing Operating System. How do you fix this problem?
Set the DVD-ROM drive as a bootable device in the Basic Input/Output System (BIOS)
When you use your laser printer, the toner is not fused to the paper. What can you do to fix it?
Set the fuser mode for the paper
If the data on a disk, especially a system disk, is very fragmented, which problem will a user experience?
Slow performance
If you attempt to connect to a known wireless network Service Set Identifier (SSID), but receive a message that the SSID is not found, what is the problem?
Someone has changed the access point's SSID
After charging your mobile phone overnight, you notice that the battery has swollen and the phone's outer skin is damaged. What do you do with the device?
Take the device to an authorized dealer for repair or replacement
You've just been handed a Windows 7 laptop that shows the message "Operating System not found" when it boots. What would you type at the Windows system recovery command prompt to view the list of any installed operating systems?
The BOOTREC command provides a number of options for repairing boot records and boot sectors, but it's often useful to start with the /SCANOS option to view the location of any operating systems that may already be installed. 220-901, Objective 4.2 - Troubleshooting the Boot Process
At the Windows command prompt, what command would you use to check the file system for errors, but not look for bad physical sectors?
The CHKDSK command is used to perform a logical check of the file system with the use of the /F option. If you wanted to also perform a physical check of the hard drive sectors, you would use the /R option
You note that computers that cannot connect to the Internet have Internet Protocol (IP) addresses configured with the common format: 169.254.xxx.xxx. What does this IP address tell you?
The Dynamic Host Configuration Protocol (DHCP) service is offline
You've identified an IP address on your network of 10.1.10.225 that is broadcasting traffic, and you'd like to know if there's a Windows device name associated with this address. What command could you use to identify the name of this Windows device?
The NBTSTAT command is used to query Windows devices, and the capital A option in the command queries the device by IP address. The command nbtstat -A 10.1.10.225 will query the IP address of 10.1.10.225. In this example, the resulting device replies with a number of NetBIOS names, including the name labeled 00 from the Windows Workstation service with the name of SGC-AD01. 220-901, Objective 4.4 - Network Troubleshooting at the Command Line
A user reports that their computer's screen is blank after they power it on. The user hears the power supply fan running and there seems to be no power issues with the computer. What do you tell the user?
The computer has incompatible memory modules or memory modules aren't installed correctly.
What is the result of entering the ipconfig /renew command?
The computer will lease a new IP address from a Dynamic Host Configuration Protocol (DHCP) server
If you approach a computer and the monitor's power is on, but the screen is black, and there is an orange light on instead of the normal blue or green one, what is the problem?
The computer's power-saving settings have put the monitor into standby mode
You find that a shared network printer's printouts are faded. You replace the toner cartridge, but the printouts are still faded. What is the source of the problem?
The fuser
If a computer successfully passes its power-on self-test (POST), but fails to boot to an operating system, what should you check?
The first boot device listed in the Basic Input/Output System (BIOS)
A user submits a ticket that describes a ghosted image that seems to be embedded in her screen when the computer and monitor are both powered off. What is this ghosted image she refers to?
The image is a result of burn-in
You have checked the ink levels in your printer and they are 90 percent full. What other problem can cause blank pages to be printed?
The ink nozzles are clogged
Some of your users have complained about slow performance on their tablet computers. Identify one possible cause of the poor device performance
The latest operating system update is not optimized for certain device models
A user reports that their monitor's screen has shifted to one side so that they cannot see the leftmost column of icons on the desktop. What do you suspect is the problem?
The monitor's horizontal centering has shifted
A user reports that their screen colors seem to be off and somewhat muted. What do you think the problem is?
The monitor's tint settings need adjustment
A user calls in and tells you that when turning on their computer, they hear the power supply fan, but the computer does not boot. What do you check when you have physical access to the user's computer?
The power supply connection to the motherboard
If your laptop's display dims after a short period of non-use, what is the problem?
The power-saving settings are configured to dim the display
What tool is helpful in determining where a print job is faulting?
The printer spooler
A user reports that she thinks the toner cartridge needs to be replaced in a shared printer. Why does she think that the toner cartridge needs to be replaced?
The printouts are faded
A user is receiving a strong Wi-Fi signal, but cannot successfully connect to the access point. What do you suspect is the problem?
The user is not entering the correct Wi-Fi password
A user connects an external monitor to a laptop but the display does not appear on the external monitor. What is likely the problem?
The user needs to select the correct display mode
You have purchased and installed a new printer in your office but your users cannot install the printer. What is the problem?
The users don't have the correct print drivers
While working on your computer, your video appears to blank out and go black, even though your computer is still on. What do you suspect is the problem?
The video card is overheating
Upon booting your computer, you notice that the desktop's icons and images are oversized, but there are no errors or messages on the screen. What is one possible cause?
The video resolution has defaulted to a very low setting
External drives present support personnel with their own support issues. Identify the probable cause of a user's external Universal Serial Bus (USB) drive not being recognized by the computer.
There is a damaged or malfunctioning USB port.
You notice that your screen has two red dots on it after powering it on. What are these dots that appear on the monitor's screen?
They are stuck pixels
What is the purpose of Self-Monitoring, Analysis, and Reporting Technology (S.M.A.R.T.) for disk drives?
To detect and report on imminent drive failure
What do you use a loopback plug for?
To test data transmissions between components
A user opens a ticket to report a problem with their touch screen device. The screen doesn't respond to touch with a finger or a stylus. What is the first action that you suggest to the user?
To thoroughly clean the screen with a microfiber cloth
In which of the following circumstances would you use the nslookup utility?
To verify a computer's name from its Internet Protocol (IP) address
Tone generators and tone probes are devices typically used for which purpose?
Tracing telephone wire pairs
A user brings you a mobile device whose battery life is very short. The user does not use location services or spend any exceptional time watching videos or playing games. What do you advise the user do to prolong the device's battery life?
Turn off Bluetooth and cellular service and use Wi-Fi instead
A user complains that her mobile phone's battery life is extremely short. After a short investigation, you find that she is an avid runner. What do you advise her to do to save battery life?
Turn off location services when she is not exercising
You hear loud clicking noises that seems to originate from your system's primary hard drive. How do you troubleshoot this problem?
Turn off power management to the drive
A user calls you to report that their laptop cursor "has gone crazy." It jumps around the screen, even if they don't touch the touchpad. How do you help resolve the user's problem?
Uninstall and update the touchpad drivers
You receive multiple calls from users who cannot connect to a network printer. What do you do as a quick troubleshooting step toward resolution?
Unplug and re-plugin the printer's Ethernet cable into the wall
The motherboard itself can be a source of computer failures. Which symptom would lead you to conclude that there is something wrong with the motherboard?
Unresolved intermittent device failures
If you experience slow performance on an older Android device, what can you do to speed it up a bit?
Update the device to Android 4.3 or later
If you observe ghosted images on printouts, what might you try first to troubleshoot the problem?
Update your printer drivers
To ensure proper and non-damaging disassembly and reassembly of a mobile device, what should you do?
Use appropriate tools
A user calls you in a panic because they have deleted an entire folder full of important files from their computer and subsequently emptied the Recycle Bin. What can you do to help the user?
Use file recovery software to recover the files
Your manager brings a tablet computer to you with the complaint that it cannot receive email using its email app. What do you try in order to troubleshoot the problem?
Use the web browser email client to check account settings
What is one very effective method of preventing data corruption caused by improper system shutdowns?
User education
Visual artifacts on your computer screen are typically associated with which type of problem?
Video card
IP address conflicts can occur on a network when system administrators do what to workstations without performing some preparative work on the Dynamic Host Configuration Protocol (DHCP) server?
When they assign static Internet Protocol (IP) addresses
Other than in the Basic Input/Output System (BIOS), where else can you check for video power settings?
Windows Control Panel
Several users complain that a newly repaired printer is not printing for them. What do you suspect is the problem?
Windows does not recognize the printer as being online
You find that your mobile device won't load any apps doesn't mean that
You have used all your data for the month
What is the biggest problem with disassembling and reassembling a mobile device yourself?
You might void the manufacturer's warranty
You install a new hard disk that reportedly has excellent performance benchmarks into your three-year-old computer. After installing the new disk and using it, you find that its performance is disappointing at best. What might be the cause of the poor performance?
Your computer's disk controller is too old.
You are troubleshooting a computer that will not boot properly. When you power it on, it produces a series of long and short beeps. Which components are most likely to be causing this to happen? (Choose two.) a) BIOS b) Hard drive c) Network card d) RAM
a) BIOS d) RAM Every computer has a diagnostic program built into its basic input/output system (BIOS) called the power-on self-test (POST). When you turn on the computer, it executes this set of diagnostics. The steps include checking the CPU, checking the RAM, checking for the presence of a video card, and verifying basic hardware functionality. An error in the BIOS or one of the checked components can cause a beep code.
The dot-matrix printer in your office recently started creasing papers and producing paper jams. Which of the following are likely to cause these problems? (Choose two.) a) Bits of paper in the paper path b) Paper tension settings c) Using the wrong paper d) Paper perforations
a) Bits of paper in the paper path c) Using the wrong paper Printer jams and creased paper happen when something prevents the paper from advancing through the printer evenly. There are generally three causes of printer jams: an obstructed paper path, stripped drive gears, and using the wrong paper.
The desktop computer you are troubleshooting will not retain the proper time and date. You set the time and date, power the system down, and power it back on. Again, the settings are incorrect. Which component is likely causing the issue? a) CMOS battery b) BIOS c) Hard drive d) RAM
a) CMOS battery A fairly common issue with the BIOS is when it fails to retain your computer's settings, such as time and date and hard drive configuration. The BIOS uses a small battery (much like a watch battery) on the motherboard to help it retain settings when the system power is off. If this battery fails, the BIOS won't retain its settings. Simply replace the battery to solve the problem.
At random times, your computer will completely lock up, requiring a hard reboot. Which two components are most likely to cause this type of problem? (Choose two.) a) CPU b) RAM c) PSU d) GPU
a) CPU b) RAM The most likely components are the processor or the memory. Try reseating the chips or testing them. If the problems persist, you may need to replace those components. It could also be the motherboard.
You have just installed a second hard drive in your computer. When you boot up the computer, you get an error message that the operating system is not found. What should you try first? a) Check jumper settings on the hard drives. b) Run bootrec /fixmbr. c) Run dispart. d) Replace the new hard drive.
a) Check jumper settings on the hard drives. When you have multiple hard drives on the same controller, one needs to be set to master and the other to slave. Most drives today will do this automatically, but they have jumpers on them to configure this as well.
You are having problems printing to a networked printer from your Windows 8.1 workstation. Several jobs were sent, but none printed. You just tried to print a test page and nothing came out. What should you do? a) Check your connections and stop and restart the print spooler. b) Turn the printer off and back on. c) Use the printer's display to clear out the oldest job, take it offline, and put it back online. d) Press the Reset button on the printer.
a) Check your connections and stop and restart the print spooler. If your printer isn't spitting out print jobs, it may be a good idea to print a test page and see whether that works. The test page information is stored in the printer's memory, so there's no formatting or translating of jobs required. It's simply a test to make sure that your printer hears your computer. If nothing happens, double-check your connections and stop and restart the print spooler. If garbage prints, there is likely a problem with the printer or the print driver.
A laser printer you are working with consistently produces images with white streaks running down the page. What can you do to resolve this issue? a) Clean the transfer corona wires. b) Clean the EP drum. c) Clean the fusing assembly. d) Replace the toner cartridge.
a) Clean the transfer corona wires. Vertical white lines running down all or part of the page is because of foreign matter (more than likely toner) caught on the transfer corona wire. The dirty spots keep the toner from being transmitted to the paper (at those locations, that is), with the result that streaks form as the paper progresses past the transfer corona wire. Clean the transfer corona wires.
Your director's network cable has failed, and he needs network connectivity immediately. You are unable to find a spare patch cable, but you have a spool of CAT5e cable and some RJ-45 connectors. Which tool do you need to create a new cable? a) Crimper b) Wire strippers c) Punchdown tool d) Cable tester
a) Crimper A crimper is a handy tool for helping you put connectors on the end of a cable. Most crimpers will be a combination tool that strips and snips wires as well as crimps the connector onto the end.
A technician is troubleshooting a computer with a wired network connection that can't connect to the network. He verified that the cable is plugged in, but there are no lights lit on the network card. The computer could connect yesterday, and no other users report an issue. Which of the following are most likely to be causing this problem? (Choose two.) a) Faulty network cable. b) Faulty network card driver. c) Incorrect TCP/IP configuration. d) The cable is unplugged at the other end.
a) Faulty network cable. d) The cable is unplugged at the other end. If the network card doesn't have any lights, it doesn't have a connection. It could be that the cable is bad or that it's not plugged in on the other side, or it could also be a problem with the NIC or the connectivity device on the other side. If nobody else in the same area is having the same problem, that points to an issue with this computer or cable.
The laser printer in your office recently started producing images that are not completely dry. When the images come out, people are smudging them as they pick them up. What is causing this problem? a) Fusing assembly b) Exit rollers c) Drying assembly d) Charging corona
a) Fusing assembly The fusing assembly heats up the toner, and the toner melts into the paper. If the fuser isn't heating properly, images can smudge.
A user's computer has failed. When you try to boot it up, you hear a loud, rhythmic clicking sound, and the system does not boot properly. What is most likely the issue? a) HDD failure b) SSD failure c) RAM failure d) Power supply fan failure
a) HDD failure A rhythmic clicking sound can be made only by components with mechanical parts, such as a conventional hard drive. A power supply fan failure will usually result in a whining sound or no sound at all because the fan doesn't work, but it will not cause a system boot failure.
Your iPhone 6 has appeared to lock up. The touchscreen is unresponsive. You press and hold the power button, but it does not turn off. What should your next step be? a) Hold the power button and the sleep/wake button simultaneously for 10 seconds, and the phone will reset. b) Use a paper clip to press the recessed reset button on the bottom of the phone to reset the phone. c) Hold the power button and the up and down volume buttons simultaneously for 10 seconds, and the phone will reset. d) Get a new phone.
a) Hold the power button and the sleep/wake button simultaneously for 10 seconds, and the phone will reset. If an iPhone is entirely frozen, all you really can do is to power it off and then back on. You might need to hold the power button down for several seconds to force the device to power off. If the power button does not work, you can reset an iPhone by pressing and holding the power button and the sleep/wake button simultaneously for about 10 seconds. The Apple logo will appear, and the phone should reset.
You are troubleshooting an inkjet printer. Users report that the printer is printing in the wrong colors. The problem just started happening recently. What could be causing it? (Choose two.) a) Ink cartridges installed in the wrong spot b) Leaking ink cartridges c) Malfunctioning fusing assembly d) Malfunctioning stepper motor
a) Ink cartridges installed in the wrong spot b) Leaking ink cartridges Sometimes, when you print a color document, the colors might not be the same colors that you expected based on what you saw on the screen. A few different issues could cause this problem. First, ink could be bleeding from adjacent areas of the picture, causing the color to be off. A leaking cartridge can cause this, as can using the wrong type of paper for your printer. Second, the ink cartridges could be installed in the wrong spot. Third, it could be a dirty print head. Try running the self-cleaning routine.
You have installed an 802.11ac wireless access point for a company. To cut costs, they wanted only one central access point in the building, which is about 150 feet long. Users at both ends of the building report intermittent wireless connectivity drops and slow access. What is most likely the cause of the problem? a) Low RF signal b) Oversaturated WAP c) SSID not found d) IP address conflicts
a) Low RF signal he most common reason that users on wireless networks experience intermittent connectivity issues is distance. The farther away from the WAP the user gets, the weaker the signal becomes. When the signal weakens, the transfer rates drop dramatically.
You are disassembling a defective laptop to replace the motherboard. Which of the following steps are recommended? (Choose two.) a) Place the screws in a multicompartment pill box and label where they go. b) Remove the hard drive before removing the motherboard. c) Label where the cables plug into the motherboard. d) Use needle nose pliers to remove the motherboard from the spacers.
a) Place the screws in a multicompartment pill box and label where they go. c) Label where the cables plug into the motherboard. When repairing laptops, you should always document and label screw and cable locations, organize parts, refer to manufacturer instructions, and use appropriate hand tools. In some cases, but not all, you might need to remove the hard drive to remove the motherboard. To remove the motherboard, use appropriate tools recommended by the manufacturer, as each system can be different.
You are working on a laptop that appears to be frozen. You press the Num Lock key several times, but the indicator light remains on. What can you do to try to resolve this issue? a) Push and hold the power button until the laptop turns off, and reboot. b) Remove the battery and disconnect the laptop from an AC power source, and reboot. c) Press and hold the Num Lock key until the light turns off. d) Press Ctrl+Alt+Del to reboot the laptop.
a) Push and hold the power button until the laptop turns off, and reboot. If the laptop is locked up, the only way to reboot it is with a hard boot. Although removing all the power sources would work, it's not necessary to do so. Simply hold down the power button for about five seconds, and the laptop will power off. If that does not work, then you might need to remove power sources.
A technician is troubleshooting a RAID 5 array with four hard disks. One of the disks has failed. What can she do to recover the array? a) Replace the failed disk and rebuild the array. b) Replace the failed disk and restore from backup. c) Rebuild the failed disk and restore from backup. d) Remove the failed disk and rebuild the array.
a) Replace the failed disk and rebuild the array. If you're using RAID 5 (disk striping with parity), a single drive failure usually means that your data will be fine, provided you replace the failed drive. If you lose multiple drives at the same time, you will need to restore from backup.
While troubleshooting a computer, you notice that the hard drive indicator light is constantly on. The system seems unresponsive. You reboot the computer, and a few minutes later the same problem happens. What should you do? a) Replace the hard drive. b) Replace the motherboard. c) Reinstall the operating system. d) Test the hard drive with a multimeter.
a) Replace the hard drive. A hard drive indicator that is constantly on is generally not a good sign; it could indicate that the hard drive is constantly busy or that the system is frozen, either of which is bad. If the problem persists, it's likely a problem with the hard drive, and the drive should be replaced.
A user reports that her Samsung phone case has swollen. What does she need to do to fix the problem? a) Replace the phone. b) Open the Power app and set the phone to operate on the low voltage setting. c) Open the case of the phone and drain the excess electrolyte from the battery. d) Turn the phone off and let it cool down and then use it normally.
a) Replace the phone. This issue sounds like a swollen battery. If you have a swollen battery, turn the device off immediately and make sure that it's not plugged into a charger. It may be possible to remove the battery, but swollen batteries are more prone to explosions than normal ones because the casing is already compromised. The best course of action is to purchase a new device.
Over time, the hard drive performance of your computer has gotten slower. You believe that many of the files stored on the drive are fragmented, slowing down disk read and write speeds. What should you do to resolve this issue? a) Run Disk Defragmenter. b) Format the hard drive and restore the data. c) Delete the partition, create a new one, and restore the data. d) Run chkdsk.
a) Run Disk Defragmenter. When files are written to a hard drive, they're not always written contiguously or with all of the data in a single location. As a result, file data is spread out over the disk, and the time it takes to retrieve files from the disk increases. Defragmenting a disk involves analyzing the disk and then consolidating fragmented files and folders so that they occupy a contiguous space, thus increasing performance during file retrieval.
You charged your laptop overnight, but in the morning, it will not power on. You remove and reinsert the battery, but still it will not power on. The system will power on when you use the wall adapter, and the battery icon indicates that it's full. What is the most likely problem? a) The battery is defective. b) The AC adapter is not properly charging the battery. c) The battery charging icon is not properly reading the battery life. d) The DC converter between the battery and the motherboard is defective.
a) The battery is defective. If the laptop works while it's plugged in but not while it's on battery power, the battery itself may be the culprit. As batteries get older, they are not able to hold as much of a charge, and in some cases, they are not able to hold a charge at all.
You have a Windows 8.1 desktop computer that does not produce an image on the screen when it boots. You hear a POST beep and normal indicator lights are on. The monitor is connected to the computer and the power light is on. What should be your next troubleshooting step? a) Try the monitor on another computer or another monitor on this computer. b) Replace the video card. c) Switch the monitor to another video connector on the video card. d) Replace the monitor.
a) Try the monitor on another computer or another monitor on this computer. Try another monitor or try this monitor on another computer. That will narrow it down pretty quickly. Remember, if it's not the monitor, it's probably the video card.
You are troubleshooting a computer making a loud whining noise. Looking at the exhaust fan, you see a thick coating of dust. What should you do next? a) Use compressed air to clean the fan. b) Use a computer vacuum to clean the fan. c) Use a damp cloth to clean the fan. d) Replace the power supply.
a) Use compressed air to clean the fan. Try cleaning the fan before replacing any parts. The power supply fan has a protective grid covering it, and you won't really be able to get to it with a computer vacuum or a damp cloth. Using compressed air to blow it out is your best option.
Users in one section of your building report that wireless network service is spotty. Their workstations have slow connectivity and frequently drop the connection. Which tool should you use to test the problem? a) Wireless locator b) Fox and hound c) Loopback plug d) Packet sniffer
a) Wireless locator Tools for locating Wi-Fi networks and analyzing their traffic are indispensable today. A wireless locator or a Wi-Fi analyzer can be either a handheld hardware device or specialized software that is installed on a laptop and whose purpose is to detect and analyze Wi-Fi signals.
A technician has just replaced a faulty hard drive and created a partition on the new drive. Which utility should she use next to ready the drive for data storage? a) format b) bootrec c) chkdsk d) diskpart
a) format The format command is used to wipe data off disks and prepare them for new use. Before a hard disk can be formatted, it must have partitions created on it.
You are troubleshooting a Windows 7 workstation that is having issues connecting to the Internet. Interestingly, the computer seems to be able to connect to websites beginning with https:// but not http://. Other workstations can connect to all websites. You want to check to see whether this computer is making any TCP/IP connections on port 80. Which command should you use? a) netstat b) nbtstat c) netdom d) net
a) netstat The netstat command is used to check out the inbound and outbound TCP/IP connections on your machine. It can also be used to view packet statistics, such as how many packets have been sent and received and the number of errors.
Nslookup
allows you to confirm that the computer can connect to a Domain Name System (DNS) server and resolve an IP address for a given computer name
DISKPART
allows you to manage computer drives, including disks, partitions, volumes, and virtual hard disks and use to set up a new disk on your Windows system
A user's laptop computer does not display anything on the screen, although the power light and other indicator lights are on. You plug in an external monitor, and after toggling the LCD cutoff switch, an image appears on the external monitor. Which components are most likely causing the problem? (Choose two.) a) Video driver b) Backlight c) Screen d) Video card
b) Backlight c) Screen If a laptop does not display any video, it could be the screen or the video card. To test it, plug in an external monitor (that you know works), and use the function keys on the laptop to switch to external video output. If that doesn't work, it's likely that the video card is defective. If the external monitor works, you know it's a problem with the display on the laptop. The backlight (or inverter) could be dead or it could be the screen.
A laser printer you are servicing has been producing ghosted images. That is, regardless of whatever prints, you can always see a faint copy of a previous image that was printed. What can be causing this? (Choose two.) a) Dirty charging corona wire b) Broken cleaning blade c) Broken fusing assembly d) Bad erasure lamps
b) Broken cleaning blade d) Bad erasure lamps Ghosting is caused by one of two things: a broken cleaning blade or bad erasure lamps. A broken cleaning blade causes old toner to build up on the EP drum and consequently present itself in the next printed image. If the erasure lamps are bad, then the previous electrostatic discharges aren't completely wiped away. When the EP drum rotates toward the developing roller, some toner sticks to the slightly discharged areas.
A user reports that the video on her desktop computer does not display properly. There are several places where the screen will not light up; those spots are always black dots. What is this a symptom of? a) Artifacts b) Dead pixels c) Backlight failure d) Overheating
b) Dead pixels Dead pixels are spots on the screen that never "fire," or light up. You can check for these by setting the background to white and seeing whether any spots don't light up.
A technician has determined that she needs to replace a motherboard in a laptop. Which of the following procedures should you follow? (Choose two.) a) Never use a power screwdriver with a laptop. b) Document and label screw locations. c) Refer to the manufacturer's instructions. d) Remove the keyboard before removing the motherboard.
b) Document and label screw locations. c) Refer to the manufacturer's instructions. When repairing laptops, you should always document and label screw and cable locations, organize parts, refer to manufacturer instructions, and use appropriate hand tools. Power screwdrivers can be used. In some cases, but not all, you might need to remove the keyboard to remove the motherboard. Refer to the manufacturer's instructions.
A technician just replaced a failed internal hard drive in a desktop computer with an empty hard drive. She needs to boot to the network to connect to an imaging server to restore the computer. How should she do this? a) During boot, press the F2 key to boot to the network. b) During boot, enter the BIOS and change the boot sequence to boot to the network. c) Let the boot complete normally. When the BIOS does not find a bootable partition on the hard drive, it will boot from the network. d) During boot, press the F7 key to edit the boot sequence menu.
b) During boot, enter the BIOS and change the boot sequence to boot to the network. The system BIOS contains the boot sequence for a system. Most systems probably boot to the first hard drive, but they can also be configured to boot from a secondary hard drive, the optical drive, or the network. This setting is configured in the BIOS.
A user calls to report that he can't access the Internet or a corporate server. However, he is still able to print to a printer nearby. He has not received any error messages. Other users in his area are also unable to access the Internet. What is most likely the problem? a) IP address conflict b) Fairview Health ServicesC) Incorrect c) subnet mask D) Network card failure
b) Fairview Health Services You can immediately rule out client-side hardware issues because the user can connect to some resources. You just need to figure out why he can't connect to others. This is most likely caused by one of two things: a configuration issue or a connectivity device (such as a router) problem. Since it's affecting multiple people, it's probably something to do with the router.
A user calls the help desk stating that the icons on her computer screen are huge. She can see only about six of them, and she can't see the Start menu. What most likely caused this issue? a) Failing backlight b) Incorrect video resolution c) External interference, such as a fan or a motor d) Incorrect video driver
b) Incorrect video resolution Oversized images and icons are related to screen resolution; it usually means that your resolution is set too low for the monitor or projector you are using. Increase the resolution, and the issue should disappear.
You frequently need to carry your laptop around the building as you troubleshoot computer issues. In several places, you notice that the Wi-Fi connection drops completely. What is the most likely cause of this problem? a) You are walking too fast for the Wi-Fi to stay connected. b) Low RF signal. c) Oversaturated WAP. d) Failing Wi-Fi antenna in the laptop.
b) Low RF signal. The most likely cause of this intermittent Wi-Fi issue is a low RF signal. If you get too far from a WAP, the signal will be too weak, and the Wi-Fi will disconnect.
The monitor for your desktop computer will randomly shut down after long periods of use. What is the most likely cause of this problem? a) Video card failure b) Monitor overheating c) Improper video resolution d) Backlight failure
b) Monitor overheating The most likely explanation is that the monitor is overheating. It could possibly be a backlight issue (if it's an LCD monitor), but backlights usually dim or flicker if they are failing.
Your office uses an inkjet printer. Recently, it started having problems picking up paper. Which component is likely to cause this problem? a) Transport rollers b) Pickup rollers c) Exit rollers d) Transmission rollers
b) Pickup rollers If your printer fails to pick up paper, it could indicate that the pickup rollers are too worn. They press up against small rubber or cork patches known as separator pads. These help to keep the rest of the paper in the tray so that only one sheet gets picked up at a time. A pickup stepper motor turns the pickup rollers.
You are troubleshooting a Mac running macOS. Intermittently, the computer will completely lock up and display a rotating pinwheel instead of the mouse cursor. Which component is most likely causing this problem? a) CPU b) RAM c) Motherboard d) Hard drive
b) RAM Memory problems can cause applications to fail and produce error messages such as general protection faults (GPFs). Memory issues can also cause a fatal error in your operating system, producing the infamous Blue Screen of Death (BSOD) in Windows or the rotating pinwheel in macOS.
You are troubleshooting a laptop computer that has a drifting mouse cursor. If nobody is moving the external mouse, the cursor will slowly drift up and to the right. You have tried a different external mouse and the problem still happens. What should you do to resolve the problem? a) Replace the laptop keyboard. b) Re-center the laptop's point stick. c) Re-center the laptop's touchpad. d) Replace the laptop motherboard.
b) Re-center the laptop's point stick. Pointer drift is where the mouse cursor will slowly drift in one direction even though you are not trying to make it move. This issue is generally related to the point stick not centering properly after it's been used. If you have pointer drift, try using the point stick and moving it back and forth a few times to get it to re-center itself. You can also try rebooting. If the problem persists, either disable or replace the point stick.
You have downloaded a scheduling app for your Android tablet. After two months of use, it will not load. You reboot your tablet, and the app still will not open. Other apps appear to work normally. What should you do? a) Reset the tablet to factory specifications. b) Reinstall the app. c) Ensure that the app is configured to run in Settings. d) Replace the tablet.
b) Reinstall the app. Sometimes you will tap on an app and nothing happens. Most likely, this means that something has corrupted the app, but it could possibly be a memory issue. Try powering the device off and back on again and then try the app once more. If that doesn't resolve the problem, simply uninstall and reinstall the app.
A user reports that his LCD monitor is flickering constantly. What is the easiest course of action to resolve this problem? a) Replace the video card. b) Replace the monitor. c) Remove external interference such as fans or motors. d) Degauss the monitor.
b) Replace the monitor. In an LCD monitor, dimness or flickering is most commonly caused by the backlight starting to fail. In those cases, replace the backlight or the monitor.
You have an Android phone and it's running very slowly. The apps aren't working as fast as they used to, but you still have plenty of free memory. You have rebooted the phone several times and it's still slow. What should you try next? a) Hold the power button and the Home button simultaneously for 10 seconds, and the phone will reset. b) Reset the phone to factory specifications. c) Uninstall and reinstall all apps. d) Get a new phone.
b) Reset the phone to factory specifications. If the phone is really slow but isn't completely locked up, isolate the issue. Is it one app or overall performance? It could be that apps are running in the background and need to be closed. Shutting down those apps or powering the device off and then back on is a good step. You can also check to see how much memory is available. If it's one app giving you problems instead of the entire device, look for updates to the app or delete and reinstall the app. Finally, if none of these steps works, perform a restore to factory settings. If the problems persist, it's time for a new device.
Users are printing to a laser printer, but nothing is coming out. When you look at the print queue, you see several jobs backed up. The printer is online, has paper, and says Ready. What should you do to resolve the problem? a) Turn the printer off and back on. b) Stop and restart the print spooler. c) Press the Reset button on the printer. d) Use the printer's display to clear out the oldest job, take it offline, and put it back online.
b) Stop and restart the print spooler. If jobs aren't printing and there's no apparent reason why, it could be that the print spooler has stalled. To fix the problem, you need to stop and restart the print spooler. This is done through your operating system.
You have installed an internal RAID controller and configured a RAID 5 array on it with four hard disks. It has been operating normally. Today when you boot up, you receive an error message saying RAID not found. Which component is likely causing this issue? a) One of the four hard disks b) The RAID controller c) The system BIOS d) The onboard hard drive controller
b) The RAID controller If the system had been operating normally but now tells you RAID not found, it's likely something is wrong with the RAID controller. Double-check to ensure that the RAID controller BIOS is configured properly and everything is connected as it should be.
Your office uses an old dot-matrix printer. Recently, the printer has started producing output that goes from dark to light when you look at the paper from left to right. What is causing this problem? a) A worn-out printer ribbon b) The ribbon-advance mechanism c) The print head d) The paper feed assembly
b) The ribbon-advance mechanism If your dot-matrix printer prints lines that go from dark to light as the print head moves across the page, it's the printer ribbon-advance gear slipping. Replace the mechanism.
The AC adapter for your laptop has a green LED indicator on it. When you plug the adapter into a wall outlet, the light does not illuminate. What could be the reason for this? (Choose two.) a) The laptop is off. b) The wall outlet is defective. c) The AC adapter is defective. d) The voltage selector for the AC adapter is set incorrectly.
b) The wall outlet is defective. c) The AC adapter is defective. Many laptop power adapters have a light on them indicating that they're plugged in. If there's no light, check to make sure that the outlet is working or switch outlets. Also, most laptops have a power-ready indicator light when plugged into a wall outlet as well. Check to see whether it's lit. If the outlet is fine, try another power adapter. They do fail on occasion.
A user reports that his mobile phone is extremely hot and appears to be locked up. What should you instruct him to do? a) Plug the phone into a wall outlet or USB port to charge it. b) Turn the phone off and let it cool down. c) Perform a factory reset of the phone. d) Open the Power app and set the phone to operate on the low voltage setting.
b) Turn the phone off and let it cool down. If a mobile device is overheating, turn it off to let it cool down. It could be from overuse, or perhaps it was left in a hot environment or did not have proper ventilation.
You have a single user who cannot connect to the Internet, but the user can connect to all internal servers, to printers, and to internal web servers. What should you check as the probable cause?
browser's proxy settings
While replacing a toner cartridge in a laser printer, a technician spilled toner on and around the printer. What should he use to clean up the spill? a) A damp cloth b) Compressed air c) A toner vacuum d) Denatured alcohol
c) A toner vacuum Most of the time if you have dust or debris in a printer, you can go ahead and use compressed air to blow it away. Don't do that with toner, though, because it will make a huge mess. If you have a toner spill, use a specialized toner vacuum to pick it up. Also, never use a damp cloth to try to clean up a toner spill. If a cloth is needed, use a dry one.
A user shows you her mobile phone, and the screen is constantly flickering. She turns the device off and on again, and it still happens. Which component is likely causing the problem? a) Display b) Video card c) Backlight d) Converter
c) Backlight Dim or flickering displays on mobile devices are usually caused by a faulty backlight in the display panel. A failing inverter can cause these problems too.
Your company has a plasma monitor that used to display conference room information in a common area. Recently, you repurposed the monitor in another area. Regardless of what is on the screen, you can still always see the conference room information template on the screen as well. What is this called? a) Dead pixels b) Overheating c) Burn-in d) Backlight failure
c) Burn-in With artifacts, no matter what you have on your screen, you can still see the outlines of a different image. That image has been "burned" into the monitor (sometimes simply referred to as burn-in) and isn't going away. The only solution is to replace the monitor.
A user reports that none of the keys on her laptop keyboard seem to work. She has rebooted the computer and the problem has not gone away. She needs to finish an important paper before lunch. What should you do next? a) Replace the keyboard. b) Check to ensure that the internal keyboard is still connected properly. c) Connect an external keyboard using the USB port. d) Clean under the keys of the keyboard with compressed air.
c) Connect an external keyboard using the USB port. If a laptop keyboard is not responding, you can always plug in an external keyboard and use that. It might not be an ideal long-term solution, but it will generally get a user back up and running.
In the morning, a user calls from his desk and reports that his laptop will not connect to the wireless network. He has never had a problem connecting to the wireless network from that location. When you look at his wireless adapter, you notice that there are no lights illuminated. What is most likely the problem? a) He is not receiving a Wi-Fi signal. b) The SSID cannot be found. c) His wireless card is disabled. d) There is a conflict between his wireless card and his wired network port.
c) His wireless card is disabled. If your wireless networking isn't working, check to make sure that the LEDs on your network card are functioning. If there are no lights, it could indicate a problem with the card itself or, on some cards, that there is no connection or signal. Considering he received a signal in that location previously, it's most likely something to do with the card. First, make sure the wireless card is enabled through the OS.
One of your friends complains that when he plays action games on his computer, the screen is slow to refresh and the motion is often jerky. What should he do to resolve this problem? a) Buy a newer monitor. b) Increase system RAM. c) Increase video memory. d) Lower the screen resolution.
c) Increase video memory. Certain unacceptable video-quality issues (such as jerky refresh speeds or lags) can be remedied by adding memory to a video card. Doing so generally results in an increase in both quality and performance. If you can't add memory to the video card, you can upgrade to a new one.
A user complains that when he turns his desktop computer on, nothing appears on the screen. It sounds like the computer's fan is running, and the user reported hearing one beep when the computer powered on. What is the first thing you should check? a) Is the monitor is plugged into the video card? b) Did the computer completed the POST properly? c) Is the monitor turned on? d) Does another monitor work on this computer?
c) Is the monitor turned on? Check the easy stuff first. It might seem silly, but be sure that the monitor is plugged in and powered on. Check to see if its power light is on.
A user reports that his CRT monitor will randomly produce a wavy image during the day. When you go to his desk to troubleshoot, it appears to be working normally. Later that afternoon, he reports it happening again. When you go back to his desk, what should you look for? a) Cell phones in use b) If the video connector is properly plugged in c) Motors or fans in use d) If the screen resolution is properly set
c) Motors or fans in use Distorted images can be a problem with CRT monitors if they are near a motor or other device that produces a magnetic field. Sometimes, the image will be wavy, and at other times it might look like it is getting stretched to one side of the screen. If your office is a cubicle farm, desk fans can be a major culprit.
The inkjet printer in your office jams a lot and produces many crinkled papers. What is the most likely cause of this? a) Incorrect paper tension settings b) Dirty print heads c) Obstructed paper path d) Paper that is too dry
c) Obstructed paper path Printer jams (aka "the printer crinkled my paper") happen when something prevents the paper from advancing through the printer evenly. There are generally three causes of printer jams: an obstructed paper path, stripped drive gears, and using the wrong paper.
You power on a desktop computer, and you hear the fan spinning. However, you do not see any indicator lights or get a POST beep. Which component is likely causing the problem? a) CPU b) RAM c) PSU d) HDD
c) PSU This is most likely a problem with the power supply. Test it with a power supply tester or a multimeter.
A worker drove heavy machinery over a bundle of unprotected network cables, and now you are replacing them. You're in the wiring closet and need to attach the cables to a 110 block. Which tool will you use to do this? a) Crimper b) Wire strippers c) Punchdown tool d) Cable tester
c) Punchdown tool If you're working on a larger network installation, you might use a punchdown tool. It's not a testing tool but one that allows you to connect (that is, punch down) the exposed ends of a wire into wiring harnesses, such as a 110 block (used many times in connectivity closets to help simplify the tangled mess of cables).
You are troubleshooting a recently installed three-disk RAID array. The original technician left notes that he was concerned about creating multiple points of potential failure in the system. Which type of RAID array creates more points of potential failure than a single hard drive? a) RAID 10 b) RAID 1 c) RAID 0 d) RAID 5
c) RAID 0 If you are using RAID 0 (disk striping), you actually have more points of failure than a single device, meaning that you're at a greater risk of failure versus using just one hard drive. One drive failure will cause the entire set to fail.
A user reports that his laptop battery does not charge when his laptop is plugged into an AC outlet. What is the best resolution to try first? a) Replace the battery. b) Replace the AC adapter. c) Remove and reinsert the battery. d) Drain the battery completely and then recharge it.
c) Remove and reinsert the battery. If the battery won't charge while the laptop is plugged in, try removing the battery and reinserting it. If it still won't charge, you might want to replace the battery.
You have just replaced a toner cartridge in an HP Laser Jet printer. It is displaying error 14 No EP Cart. What should you do to resolve the issue? a) Turn the printer off and back on. b) Remove the toner cartridge and press the Reset button. c) Remove the toner cartridge and reinsert it. d) Remove the toner cartridge and replace it with a new one.
c) Remove the toner cartridge and reinsert it. The error message indicates that the printer does not detect the toner cartridge. That can happen if the toner cartridge isn't seated properly. Remove it and reinsert it, and the problem should go away.
You are troubleshooting a computer with a RAID 0 array using four disks. One of the disks fails. What can you do to recover the array? a) Rebuild the failed disk and restore from backup. b) Replace the failed disk and rebuild the array. c) Replace the failed disk and restore from backup. d) Remove the failed disk and rebuild the array.
c) Replace the failed disk and restore from backup. If you are using RAID 0 (disk striping), you actually have more points of failure than a single device, meaning that you're at a greater risk of failure versus using just one hard drive. One drive failure will cause the entire set to fail. To recover it, replace the failed disk and restore from backup.
A user reports that regardless of what is showing on his LCD desktop monitor, he can always see an outline of another image that never changes. What is the solution to this problem? a) Replace the video card. b) Degauss the monitor. c) Replace the monitor. d) Clean the screen.
c) Replace the monitor. With artifacts, no matter what you have on your screen, you can still see the outlines of a different image. That image has been "burned" into the monitor (sometimes simply referred to as burn-in) and isn't going away. The only solution is to replace the monitor.
The laser printer you are using has started producing all-black pages. What should you do to fix the problem? a) Use the display to initiate a self-cleaning cycle. b) Use a maintenance kit to clean the printer. c) Replace the toner cartridge. d) Turn the printer off and back on again.
c) Replace the toner cartridge. All-black pages happen when the charging unit (the charging corona wire or charging corona roller) in the toner cartridge malfunctions and fails to place a charge on the EP drum. Because the drum is grounded, it has no charge. Anything with a charge (like toner) will stick to it. As the drum rotates, all of the toner is transferred to the page, and a black page is formed. Replace the toner cartridge.
Your computer has been intermittently rebooting when you play an online video game. You install a hardware monitoring utility and notice in the log that the CPU temperature spikes before the system shuts down. Which action should you take first to help resolve the issue? a) Use the system BIOS to overclock the CPU. b) Replace the CPU and heat sink. c) Reseat the CPU heat sink. d) Replace the power supply.
c) Reseat the CPU heat sink. If the CPU is overheating, it may be that the heat sink is not functioning properly or is not connected properly to the CPU. After the system cools down, try reseating the heat sink. Overclocking will only make the processor run hotter. If reseating the heat sink does not work, you might need to replace the processor.
You have just installed a printer on your client computer. When you print to the printer, the output is completely garbled characters. What is the most likely cause of this problem? a) The print spooler b) The printer's memory c) The printer driver d) The print queue
c) The printer driver The correct printer driver needs to be installed for the printer and operating system. For example, if you have an HP LaserJet III and a Windows 7 computer, then you need to install an HP LaserJet III driver made for Windows 7. If this is not done, you will get garbage out of the printer
Your network uses 802.11n for all client computers. Recently, several users moved from one office space to another, increasing the users in the area from 20 to about 50. Now, both new and old users are reporting very slow network transfer speeds. What is most likely the cause of the problem? a) 802.11n can't support that many concurrent users. b) It's too far from the wireless access point. c) There are too many users for one wireless access point. d) The new users all have 802.11b network cards.
c) There are too many users for one wireless access point. It's recommended that no more than 30 or so client computers use one wireless access point (WAP) or wireless router. Any more than that can cause intermittent access problems.
You have an Android phone and it's running slowly. It seems to be isolated to one app in particular. You check and you have plenty of free memory. You have rebooted the phone several times and the app is still slow. What should you try next? a) Hold the power button and the Home button simultaneously for 10 seconds, and the phone will reset. b) Reset the phone to factory specifications. c) Uninstall and reinstall the app. d) Get a new phone.
c) Uninstall and reinstall the app. If the phone is really slow but isn't completely locked up, isolate the issue. Is it one app or overall performance? It could be that apps are running in the background and need to be closed. Shutting down those apps or powering the device off and then back on is a good step. You can also check to see how much memory is available. If it's one app giving you problems instead of the entire device, look for updates to the app, or delete and reinstall the app. Finally, if none of these steps works, perform a restore to factory settings. If the problems persist, it's time for a new device.
The laser printer in your office is about five years old. Recently, when you print, you will occasionally get low memory error messages. What should you do to fix the problem? a) Stop and restart the print spooler. b) Implement printing priorities for the most important users. c) Upgrade the printer's memory. d) Upgrade the printer's hard drive.
c) Upgrade the printer's memory. If print jobs are processed very slowly or if you are continually seeing "low memory" error messages, it might be a good time to upgrade the memory in the printer.
You are consulting with a user who has a failed hard drive in a Windows 7 computer. The user needs to get critical data off the drive, but he did not make a backup. Are there any options for him to recover the data? a) There is no way to recover data from the failed drive. b) Use the Windows Disk Repair tool to create a backup and then restore the backup to a new hard drive. c) Use a file recovery service or software package to try to recover the data. d) Install a second hard drive of the same or larger size. During Windows installation, choose Recover Contents of Hard Drive from the Advanced Options menu.
c) Use a file recovery service or software package to try to recover the data. If your hard drive fails completely and you need to get critical data off it, there are third-party companies that provide file recovery software and services. These services are generally very expensive. (And you should have been backing up the drive in the first place!)
A user reports that her Windows 7 computer will not boot. When booting, it gives the error message Operating System not found. Which utility can you use to attempt to fix this issue? a) format b) chkdsk c) bootrec d) diskpart
c) bootrec This error message indicates that the master boot record (MBR) on the hard drive is missing or damaged. The bootrec utility can be run in Windows 10, Windows 8/8.1, Windows 7, or Windows Vista to interact with the Master Boot Record (MBR), boot sector, or Boot Configuration Data (BCD) store. To run the tool, you must boot from the installation disk, choose the Repair Your Computer option, and enter the System Recovery Options. Choose Command Prompt from System Recovery Options and then type BOOTREC.EXE.
The pickup and path wheels are worn
causes a printer to pick up two, three, or more pages at once when picking up paper for printing
Tracert
can help you determine the points along the route the computer uses to send a packet to a destination and test all points along a route to a specific host or destination
No paper in the printer
can cause a printer's queue to back up
A video viewer
can cause overheating
Watching videos on the device
can consume large amounts battery
VGA Mode
common method of troubleshooting video problems is to boot the system into a special troubleshooting mode
You are troubleshooting a computer that will not boot. It tells you that there is no bootable device. You check the BIOS, and it does not show any installed hard drives. What should you do next? a) Run bootrec /fixmbr. b) Replace the hard drive with one in an external enclosure. c) Flash the BIOS. d) Check the hard drive connections.
d) Check the hard drive connections. Failure to boot at all likely means the drive is dead. But first, do your due diligence and reseat the connections and make sure that the BIOS recognizes the drive before replacing it. Most BIOSs today auto-detect the hard drive. If that auto-detection fails, it's bad news for the hard drive unless there's a cable, connection, or jumper issue. If the internal hard drive is indeed dead, you might be able to get by temporarily by plugging in one that's in an external enclosure.
You are using a CRT monitor at a kiosk. The colors on the monitor recently started looking wrong. What should you do to try to resolve the issue? a) Replace the monitor. b) Replace the video card. c) Disconnect the monitor and plug it back in. d) Degauss the monitor.
d) Degauss the monitor. Seeing incorrect colors is most likely a monitor issue, and you can always confirm it by switching monitors. On CRTs, you can use a process called degaussing (decreasing or eliminating an unwanted magnetic field), which is done through a utility built into the menu on the monitor, to try to fix the problem. If that doesn't make the problem go away, it's probably time to replace the monitor.
A user claims that on his laptop, the mouse cursor will occasionally jump to different areas of the screen when he is typing. It is causing problems with his work because he ends up typing in different fields than he needs to. What can you suggest to help this issue? a) Disable the point stick. b) Replace the keyboard. c) Replace the motherboard. d) Disable the touchpad.
d) Disable the touchpad. When users are typing, their palm might rest on the touchpad, causing erratic pointer behavior. This is referred to as a ghost cursor because it seems like the cursor just randomly jumps all over the screen. The touchpad can be turned off through Control Panel.
A user complains of a burning smell coming from her desktop computer. You instruct her to immediately shut the system down. What should be your next step? a) Replace the power supply. b) Replace the motherboard. c) Test the power supply with a multimeter. d) Inspect the inside of the computer for visible signs of damage.
d) Inspect the inside of the computer for visible signs of damage. If you smell an odd odor or see smoke coming from a computer, shut it down immediately. Open the case and start looking for visible signs of damage. Things to look for include melted plastic components and burn marks on circuit boards. If components appear to be damaged, it's best to replace them before returning the computer to service.
A technician is troubleshooting a computer that is experiencing continuous reboots. He isn't sure where to begin diagnosing the problem, so he calls you for advice. Which tool should you tell him to use to try to identify the problem? a) Multimeter b) Power supply tester c) Loopback plug d) POST card
d) POST card A failing motherboard or CPU may cause continuous reboots. A POST card may be helpful in narrowing down the exact component that is faulty.
You are troubleshooting a computer that has been randomly rebooting, and now it refuses to boot properly. Upon boot, you receive one long beep and three short beeps, but no video on the screen. What tool should you use to troubleshoot the situation? a) Multimeter b) Power supply tester c) Loopback plug d) POST card
d) POST card This computer is giving you a beep code during the POST routine. One way to troubleshoot this is to use a POST card. This is a circuit board that fits into an expansion slot (PCI or PCIe) in the motherboard and reports numeric codes as the boot process progresses. Each of those codes corresponds to a particular component being checked. If the POST card stops at a certain number, you can look up that number in the manual for the card to determine the problem.
A user reports that her iPhone 5 is always overheating and constantly locks up. What should you advise her to do? a) Replace the battery. b) Open the Power app and set the phone to operate on the low voltage setting. c) Turn off the phone and let it cool down. d) Replace the phone.
d) Replace the phone. If overheating is persistent, you have a few options. The first is to test or replace the battery, as that's the most likely culprit. With mobile phones, though, the battery is not designed to be field replaceable. In this case, she may have to replace the device.
The desktop computer in your office's lobby plays a welcome video for guests. Recently, the audio started intermittently failing. You replaced the speakers, and it still happens. What is the next step you should take in troubleshooting the issue? a) Replace the motherboard. b) Reseat the speakers. c) Replace the sound card. d) Reseat the sound card.
d) Reseat the sound card. One potential cause of intermittent device failures is chip creep, which happens when components such as expansion cards start to creep out of their socket. This can be caused by heating and cooling. Reseat the card (and screw it into the case!) and see whether that resolves the issue. If not, you may need to replace the sound card.
A user reports that his tablet computer will work on battery power for only about 20 minutes, even after the battery icon says it's full. He claims that it used to work on battery power for several hours. What is the most likely cause of the problem? a) The user is running too many apps. b) The user is constantly using the Wi-Fi connection. c) The battery needs to be charged longer. d) The battery is failing.
d) The battery is failing. As batteries get older, they are not able to hold as much of a charge, and in some cases, they are not able to hold a charge at all. It might be time for a new tablet.
You have just replaced faulty RAM in a desktop computer. You reboot the computer, and after a few seconds it beeps once. What does this indicate? a) The RAM is faulty. b) The motherboard needs to be replaced. c) The system BIOS detected an error in the POST routine. d) The system BIOS completed the POST routine normally.
d) The system BIOS completed the POST routine normally. Every computer has a diagnostic program built into its basic input/output system (BIOS) called the power-on self-test (POST). When you turn on the computer, it executes this set of diagnostics. If the computer doesn't perform the POST as it should, one way to determine the source of a problem is to listen for a beep code. This is a series of beeps from the computer's speaker. A successful POST generally produces a single beep.
You have just used administrative privileges to install a printer on a user's workstation. When the user tries to print to the printer, she gets an error message saying access denied. What is the cause of this problem? a) The printer is offline. b) The printer is out of memory. c) The print spooler needs to be restarted. d) The user does not have the security permissions to print.
d) The user does not have the security permissions to print. In a networked environment, users need the proper permissions both to install and to print to the printer. Not having permission will result in denied access.
A user's laptop computer does not display anything on the screen, although the power light and other indicator lights are on. You plug in an external monitor and it does not display either. Which component is most likely causing the problem? a) Inverter b) Backlight c) Screen d) Video card
d) Video card If a laptop does not display any video, it could be the screen or the video card. To test it, plug in an external monitor (that you know works) and use the function keys on the laptop to switch to external video output. If that doesn't work, it's likely that the video card is defective.
You are troubleshooting a workstation that can't connect to websites by name. You need to check to see the IP address of the DNS server the host is trying to reach. Which command should you use? a) ipconfig b) ipconfig /show c) ipconfig /display d) ipconfig /all
d) ipconfig /all On a Windows workstation, the ipconfig command will show the TCP/IP configuration information. To see information beyond the address, subnet mask, and default gateway, use ipconfig /all.
You are at a Windows Server 2012 R2 system with the command prompt open. Which command would you use to join a client computer to the Windows domain? a) netjoin b) netstat c) netadd d) netdom
d) netdom netdom is a tool first included with Windows Server 2008 that provides Active Directory management capabilities, specifically domain and trust management. It allows an administrator to rename computers in a domain, join client computers to the domain, manage computer accounts, and manage trust relationships between domains.
You have a user who complains that, while they can connect to everything on the network, they cannot connect to the Internet, but other users can. Where do you look to solve the problem?
default gateway in Transmission Control Protocol/Internet Protocol (TCP/IP) network settings
A fragmented disk
is NOT a likely cause of disk data corruption
BOOTREC
is a boot sector repair tool for Windows computers that have failed to boot properly
CHKDSK D: /f
is an example of the proper usage of CHKDSK to check and automatically repair any damage to a filesystem on drive D of a Windows computer
ipconfig /release and ipconfig /renew
is the correct method to renew a Dynamic Host Configuration Protocol (DHCP) Internet Protocol (IP) address lease on a Windows computer if the computer already has a good IP address leased
traceroute
is the equivalent to the Windows tracert command for linux
Unstable hardware drivers
isn't indicative of an underlying hardware problem
If you experience intermittent wireless connectivity problems, what should you check first on your local device?
low battery life
Electrical interference
not a cause of a flickering display
A dirty fuser roller
not a cause of vertical lines on a laser printer output
POP3
tcp/110
SSH
tcp/22
SMTP
tcp/25
RDP
tcp/3389
AFP
tcp/548
ping -t hostname
used for the command to ping another computer until you stop it manually
ipconfig /all
used on a Windows system to view Internet Protocol (IP) addresses, network interface card (NIC) media access control (MAC) addresses, and extended network information of the local system
net view
used to browse all local network computers and their shared resources
Media tester
used to check the end-to-end connectivity of a cable
nbtstat
used to find the media access control (MAC) address of a remote Windows server
Windows system stop error
used to identify the Blue Screen of Death (BSOD) that often indicates a hardware failure
net
used to map a network drive to a shared resource on another computer
Loopback plug
used to test Ethernet network interface cards (NICs)
A tone generator and a tone probe
used to trace and to locate voice, audio, and video cabling on a network
A Wi-Fi spectrum analyzer
used to troubleshoot network issues such as interference and signal strength on a wireless network
netstat
used to view active network connections to your computer
multimeter
verifies the correct voltage ranges for a system's power supply
ipconfig /release
will clear Internet Protocol (IP) address information from a Dynamic Host Configuration Protocol (DHCP) server or from Automatic Private IP Addressing (APIPA)
Low-quality paper
won't cause a printer queue to back up
Repeating vertical lines or white spaces
would require you to clean the corona wire in a laser printer
