it essentials 10-14

13. A technician is asked to set up one hard drive that will support two operating systems and will store data files in three separate drive locations. Which partition settings will support these requirements?

2 primary, 1 active, 1 extended, 3 logical

19. What is the default subnet mask for a Class A network?

255.0.0.0

18. What is the distance limitation of a single data run for UTP cabling without adding networking devices?

330 ft (100 m)

46. A user calls the help desk reporting that a laptop with Linux freezes on startup and displays kernel panic. What could cause this problem?

A driver has become corrupted.

132. An instructor is discussing facts about different mobile device operating software. The instructor states: "This OS can be used by programmers to operate devices like laptops, smart TVs, and e-book readers." To which OS does this relate: iOS, Android, or both?

Android

133. An instructor is discussing facts about different mobile device operating software. The instructor states: "The icon on the Home screen is a shortcut to the app." To which OS does this relate: iOS, Android, or both?

Android

26. Where can a technician enable ACPI mode on a laptop?

BIOS

1. What two motherboard components control the system boot operations? (Choose two.)

BIOS chip UEFI chip

75. After a computer is powered on, Windows 7 fails to start. What initial procedure would a technician use to deal with this failure?

Boot from a Windows 7 installation media and access the System Restore utility.

14. A user installs a new sound card driver in a computer that is working properly. After the installation of the drivers for the new sound card, the computer fails to boot. Which quick fix can the user implement to return to the previous working state?

Boot to Last Known Good Configuration.

7. When a new motherboard is being installed, between which two components must thermal compound be applied? (Choose two.)

CPU heat sink

95. A technician is troubleshooting a Windows 10 computer that displays an "Invalid Boot Disk" error message. What should be the first action the technician should take to troubleshoot the issue?

Change the boot order in the UEFI/BIOS settings to select the drive that has the operating system installed as the first boot device.

41. A technician has been asked to reinstall the OS on a computer that has a corrupted operating system. The technician inserts the installation media in the optical drive. What would be the most likely action the technician should perform next?

Change the boot sequence in the BIOS.

20. Which network protocol is used to automatically assign an IP address to a computer on a network?

DHCP

102. What is the best definition of personally identifiable information (PII)?

Data that is collected by businesses to distinguish identities of individuals.

111. A technician is troubleshooting a Windows 10 PC that will not do any windows updates automatically or manually. What option can be used to address this issue without loss of data or applications?

Delete all the files in C:\Windows\SoftwareDistribution folder and restart the PC.

27. Which two actions must be performed before installing RAM into a laptop? (Choose two.)

Disconnect AC power. Remove the battery.

8. A specific computer has an issue that could not be resolved by the help desk technician. The on-site technician finds that Windows updates have been disabled. The technician re-enables the update service, configures the computer for automatic updates, downloads and installs all missing updates, ensures the computer boots successfully, and verifies with the customer that the issue has been resolved. Which step, if any, is next?

Document the findings, actions, and outcomes.

101. Chad, a level one call center technician, receives a customer phone call. The customer has an issue that Chad does not have the knowledge to answer. The customer is irritated that Chad cannot provide immediate assistance. Which two things should Chad do next? (Choose two.)

Document the reason the customer called and create a support ticket. Escalate the customer to a level two technician.

31. A technician wants to add a new shared network printer to a computer. The printer is not shown in the list of available printers. What two actions can the technician take to add the printer? (Choose two.)

Enter the printer IP address. Browse for the printer on the network.

107. True or False? Modern operating systems boot the computer, manage the file system, and support only one user, task, or CPU.

False

126. True or False? Windows 10 64-bit version can be installed on as little as 1GB of hard drive space.

False

128. True or False? The registry is a database that only contains information about the device drivers on a computer.

False

129. True or False? Multithreading describes an operating system that can support two or more CPUs.

False

94. True or False? Hard drives partitioned with a master boot record (MBR) cannot have an extended partition or logical drives.

False

99. A network technician is troubleshooting a DHCP issue for a user and has requested assistance from a senior technician. The senior technician provides the graphic to illustrate configuration options. What is the purpose of the Alternate Configuration feature?

It allows an administrator to configure an alternative IP address for the PC to use if it is unable to contact a DHCP server.

37. A customer is angry and calls to complain that the service scheduled on the computer took longer than expected. The technician reviews the work order and notices that the service was performed by a new employee. How should the technician respond?

Listen to the complaint and then apologize for any inconvenience caused by the lengthy service on the computer.

2. What motherboard chip controls high speed CPU communication to RAM and the video card?

Northbridge

15. A technician uses the shrink volume feature of the disk management utility and splits the partition. What must the technician do next in order to make use of the new space?

Partition the unallocated space.

9. What should a technician do before beginning any troubleshooting steps on a customer computer?

Perform a data backup.

16. A technician is using the six troubleshooting steps in an attempt to repair a PC. After completing the steps needed to test a theory and determine the cause, the technician still has not solved the problem. Which two steps are likely to be taken next by the technician to establish a plan of action and resolve the problem? (Choose two.)

Perform an Internet search. Access helpdesk repair logs.

17. On a computer that will not boot, which two actions are recommended in the troubleshooting process after verifying the obvious issues such as power to the computer and display, non-bootable media, and the BIOS boot order options? (Choose two.)

Remove unnecessary peripherals. Use the Last Known Good Configuration.

38. Refer to the exhibit. During the troubleshooting of software that is installed on a computer system, a level one technician requires help from a level two technician. The file shown in the exhibit must be sent to the level two technician. How should the level one technician deliver this file?

Replace all passwords in the file with <password omitted> before emailing the file and then supply the passwords by secure means, if required.

11. A technician is troubleshooting a 4-year-old computer that takes a long time to boot, and identifies that the BIOS rediscovers all the hardware at every boot. What action would fix this problem?

Replace the CMOS battery.

6. A technician is troubleshooting a problem where many websites return a "certificate not valid" error. The technician notices that the date and time are not current and resets these to the correct settings. The previously inaccessible websites are now accessible. However, when the computer is restarted the same problem reoccurs. What can the technician do to prevent the date and time from resetting?

Replace the CMOS battery.

104. A Windows 10 computer suddenly started experiencing network connectivity issues after the latest Windows updates completed a week ago. What option can be used to address this issue without loss of data or applications?

Reset this PC.

110. A technician is working on a Windows 10 PC that keeps freezing occasionally after a driver update. System restore has been turned off. What option can be used to address this issue without loss of data or applications?

Reset this PC.

91. A client installed a new driver for a device three weeks ago; however, this driver is causing the system to freeze occasionally and the client wishes to revert back to the old driver. What option can be used to address this issue without loss of data or applications?

Reset this PC.

63. A user calls the help desk and reports that invalid system disk or invalid boot disk error messages display on the workstation when it is powered on. When a technician comes to the office, the user mentions that the workstation was working well the day before. The technician suspects that the MBR is corrupted. Which process can the technician use to check and repair the MBR?

Run the bootrec command.

35. After logging into a computer, a user can view files but is unable to download the files. What action can the administrator take to allow the user to download the files while preventing deletion of the files?

Set the file permissions to Read and Execute.

98. A technician wants to split a large partition on a drive in a Windows 10 PC without loss of any data. How can this be accomplished?

Shrink the existing partition and create a new partition from the unallocated space.

45. In Windows 7, which path will give access to parental control?

Start > Control Panel > User Accounts and Family Safety > Parental Controls

39. What determines the level of support that a call center technician will provide to an individual customer?

Support is based on the SLA for that customer.

84. What is the next troubleshooting step after a theory of probable cause has been established?

Test the theory to determine cause.

79. A network analyst is booting a PC that has Windows 8 installed. The boot process is currently working on the following step: The BIOS boots the computer using the first drive that contains a valid boot sector. What is the next step that will happen in the boot process?

The code in the boot sector is executed and the control of the boot process is given to Windows Boot Manager.

40. After resolving an intermittent CD-ROM drive fault by firmly reconnecting a loose cable, the technician then decides to inspect all other cable connections to prevent other faults from occurring. Which two conditions will help to prevent future cable and connector faults? (Choose two.)

There are no missing or bent connector pins. Cables are not bent sharply around adapter cards.

109. True or False? Multitasking describes a computer operating system that is capable of running multiple applications at the same time.

True

124. True or False? Smartphones require an operating system before they can be operated.

True

125. True or False? When a hardware device is installed, the operating system needs to use a device driver to access and use that hardware.

True

127. True or False? DirectX is a collection of APIs related to multimedia tasks for Microsoft Windows.

True

89. True or False? When a user is working on a system that uses a network file system, there is no difference between accessing a file stored locally or on another computer on the network.

True

108. A user tries to install an application on a Windows 10 Pro PC but it fails. The user tries to uninstall the application but it fails to uninstall. What option can be used to address this issue without loss of data or applications?

Use Restore Point.

86. What is a recommended best practice for a technician who must perform tasks that require administrative access?

Use a standard account with limited permissions, and then use the Run as Administrator option to perform the task that requires elevated privileges.

23. The corporate security policy states that all remote connections use only secure tunnels for data communications. Which encryption technique secures data traveling across the public Internet as if it were traveling across the corporate LAN?

VPN

22. What are two network requirements necessary to establish a VPN connection between a remote computer and a private company LAN? (Choose two.)

VPN client Internet access

21. Which open standards-based wireless security mode supports the highest level of security?

WPA2

64. A technician is visiting a website and is using Google Chrome on a Windows 10 PC. The technician is trying to view the password for the website. The technician uses the Credential Manager to view the password but cannot see it. What could be the cause?

Web credentials are not saved for sites accessed by browsers other than Explorer and Edge.

4. Which software tool will protect against viruses and spyware on a Windows PC?

Windows Defender

119. A technician has been asked by a manager to recommend a security solution for protecting a computer against keyloggers. Which security technique should the technician recommend?

antimalware

120. A technician has been asked by a manager to recommend a security solution for protecting a computer against adware programs. Which security technique should the technician recommend?

antimalware

121. A technician has been asked by a manager to recommend a security solution for protecting a computer against rootkits. Which security technique should the technician recommend?

antimalware

123. A technician has been asked by a manager to recommend a security solution for protecting a computer against firmware viruses. Which security technique should the technician recommend?

antimalware

103. An instructor is discussing facts about different mobile device operating software. The instructor states: "Remote backups are a cloud-enabled service for mobile devices." To which OS does this relate: iOS, Android, or both?

both

134. An instructor is discussing facts about different mobile device operating software. The instructor states: "To help prevent malicious programs from infecting the device, mobile device apps are run in a sandbox that isolates them from other resources." To which OS does this relate: iOS, Android, or both?

both

135. An instructor is discussing facts about different mobile device operating software. The instructor states: "WIFI hotspots are a location data source that can be used by locator apps to determine the position of a mobile device." To which OS does this relate: iOS, Android, or both?

both

136. An instructor is discussing facts about different mobile device operating software. The instructor states: "GPS signals are used to enable geocaching, geotagging and device tracking on these mobile devices." To which OS does this relate: iOS, Android, or both?

both

137. An instructor is discussing facts about different mobile device operating software. The instructor states: "The user interface can be extensively customized using rooting or jailbreaking into a mobile device." To which OS does this relate: iOS, Android, or both?

both

24. What type of WAN connection would use 3G or 4G?

cellular

112. A user wants to check a file system for errors, including errors with physical media. Which administrative command-line tool or command can be used to address this?

chkdsk

113. A technician wants to create customized system image files that will be installed on computers in the network. Which administrative command-line tool or command can be used to address this?

dism

An intrusion detection system works inline and has the ability to drop malicious traffic.

false

118. A technician has just configured the security policy on a Windows 10 PC and wants to ensure the policy is implemented immediately. Which administrative command-line tool or command can be used to address this?

gpupdate

100. Which two data storage locations contain persistent data that can be used by computer forensics specialists? (Choose two.)

hard disk drives solid state drives

130. An instructor is discussing facts about different mobile device operating software. The instructor states: "The start voice control function can be performed with the home button." To which OS does this relate: iOS, Android, or both?

iOS

131. An instructor is discussing facts about different mobile device operating software. The instructor states: "The mobile devices have a feature called Spotlight that is a search tool that provides information from many sources." To which OS does this relate: iOS, Android, or both?

iOS

90. An instructor is discussing facts about different mobile device operating software. The instructor states: "To synchronize a mobile device to a PC, iTunes must be installed on the PC." To which OS does this relate: iOS, Android, or both?

iOS

36. The PC support person has heard of an instance where departmental secretaries go to lunch and leave their computers unlocked and remain logged into their account. Which Windows feature would the technician use to help in this situation?

idle timeout and screen lock

5. Which cleaning material should be used to clean component contacts?

isopropyl alcohol

92. When a security audit is performed at a company, the auditor reports that new users have access to network resources beyond their normal job roles. Additionally, users who move to different positions retain their prior permissions. What kind of violation is occurring?

least privilege

10. Which document can be signed by both a user and a computer repair shop to release the shop from backing up user data?

liability release form

117. A user wishes to see a summary of software information and system components, including hardware components, on a Windows 10 PC. Which administrative command-line tool or command can be used to address this?

msinfo32

44. What are three features of GPS on mobile devices? (Choose three.)

navigation specialized search results device tracking

105. A user wants to display and change information about computer users. Which administrative command-line tool or command can be used to address this?

net user

34. Which two aspects of a computer can be protected by setting the BIOS password? (Choose two.)

operating system booting hard drive settings

93. An instructor is discussing facts about different mobile device operating software. The instructor states: "To help prevent malicious programs from infecting the device, mobile device apps are run in a sandbox that isolates them from other resources." To which OS does this relate?

or both

87. A technician is troubleshooting a Windows 10 PC that has a .dll file for an application that has not been registered. Which administrative command-line tool or command can be used to address this?

regsvr32

97. A technician is troubleshooting a Windows 10 PC. The PC has an application that displays an error message about a missing DLL. The technician has located the DLL file on the PC and wants to register it. Which command line tool can the technician use for the task?

regsvr32

115. A technician wants to copy files and entire directory trees from one volume to another volume on a Windows 10 PC. Which administrative command-line tool or command can be used to address this?

robocopy

116. A technician is troubleshooting a Windows 10 PC that has corrupted system files. Which administrative command-line tool or command can be used to address this?

sfc

33. What type of security attack is being launched when a hacker calls a company to obtain computer login information and pretends to be an employee?

social engineering

28. Which two items would be part of a laptop preventive maintenance kit? (Choose two.)

soft cloth compressed air

43. Which built-in BIOS diagnostic test would a technician run to check a computer boot problem?

start test

114. A user wants to terminate a running process on a computer. Which administrative command-line tool or command can be used to address this?

taskkill

12. Which location on a hard disk is used by the BIOS to search for operating system instructions in order to boot a PC?

the active partition

3. Which two procedures can help protect against ESD when working on a computer system? (Choose two.)

the use of an antistatic wrist strap the use of an antistatic mat

29. What is the purpose of running mobile device apps in a sandbox?

to prevent malicious programs from infecting the device

32. A technician is installing a new printer in a cool, damp environment. After the printer cabling is done, and the software and print driver are installed, the printer test page jams. What is the most likely cause of the print failure?

too much humidity

106. A user wants to display the contents of a text file in a command interpreter. Which administrative command-line tool or command can be used to address this?

type

30. A user has installed a new printer. Which two pieces of information about the printer operation are provided by printing a test page from the computer? (Choose two.)

verification that driver software is working correctly confirmation that printer and computer are communicating

Change the boot sequence in the BIOS.

virus infection failed service pack installation a corrupted registry