socr2

You are checking connectivity between two devices using the ping command. You want the ping command to continue sending messages until interrupted. Which parameter of the ping command should you use? Correct Answer:

-t Explanation: Explanation The -t parameter of the ping command will cause the command to continue sending messages until interrupted. The -a parameter of the ping command will display the host name of the IP address that you are pinging, if successful. The -f parameter of the ping command will send the messages without fragmenting the messages. The -v parameter of the ping command will specify the value of the Type of Service (TOS) field in the IP header for the messages sent. For the A+ exam, you need to understand the following command-line tools: Ping - Uses ICMP to test connectivity between two devices Ipconfig/ifconfig - Displays the TCP/IP configuration of a device. You should be familiar with its switches, including the /all, /release, /registerdns, /renew, and /flushdns switches. The ifconfig is the Unix/Linux equivalent of ipconfig. Tracert - Traces the path a packet traverses through a network. It displays the name and IP address of every single device through which the packet passes. Netstat - Displays what ports are listening on a TCP/IP device Nbtstat - Displays NetBIOS information Net - A powerful Windows command. The net use subcommand allows you to view what is currently shared. Research the various ways you can use the net command. Netdom - Joins a computer to a Windows domain, manages computer accounts on a Windows domain, and establishes trust relationships between Windows domains. It is available by default with Windows 8 and later. Nslookup - Queries the Domain Name System (DNS) to obtain domain name or IP address mapping or for any other specific DNS record. Objective: Hardware and Network Troubleshooting

A user reports that his computer is having trouble accessing the Ethernet network. You need to trace the network cable back to the central wiring closet. Which tool should you use?

A tone generator Explanation: Explanation You should use a tone generator to trace a network cable back to a central wiring closet. This is particularly helpful if the network cables are not labeled. A toner probe is another word for a tone generator. A wire crimper connects the end of an Ethernet cable to an RJ-45 cable. An optical tester is a tool used to measure the light signal energy emitted from an optical cable. A network monitor is a software tool that is used to monitor traffic on the network. It allows you to analyze packets. A cable tester is a tool that tests cable connections using a continuity test and a resistance test. They are not used to trace a network cable back to a central wiring closet. A cable tester can also be used to determine if a cable is a straight-through or crossover cable. A tool that is used for testing regular telephone lines is a butt set. This tool is a lineman's handset used by technicians for installing and testing local telephone lines. It is also called a test set or butt set. For the A+ exam, you need to understand the following network tools: Cable tester - Verifies that the cable is functioning properly. Multimeters can also perform this function. A cable tester, though, is more specialized and can tell you what exactly is wrong with the cable. Loopback plug - Plugs into the network port and verifies that the network port is functioning properly Punch-down tool - Secures cable to patch panel Toner generator and probe - Locates the correct cable coming into a patch panel. These are two-piece units that are referred to as a Fox and Hound. Wire strippers - Prepares the end of the cable for a connector Crimper - Attaches a connector to the cable Wireless locator - Locates wireless networks in your vicinity. Many of them will also display the signal level and the SSID of the wireless networks. Finally, some will even display more detailed information like channel used, location of the wireless network, and a map of the wireless network showing connected devices. Objective: Hardware and Network Troubleshooting

You suspect that an uninterruptible power supply (UPS) is malfunctioning. You need to test the output from the UPS using a multimeter. Which multimeter setting should you use?

AC Voltage Explanation: Explanation An uninterruptible power supply (UPS) provides AC power even when it is supplying power from its internal battery. This is true because components that you normally plug into a UPS, such as a monitor, are powered by AC current. However, it is easy to mistakenly associate a UPS with DC current because it contains a battery, which supplies DC current. This is not the case, because circuitry in the UPS takes DC power from the battery and converts it into AC current that monitors and computer systems can use. For the A+ exam, you should be familiar with the following tools: Multimeter - Used to check power voltage coming from the power supply to the hard drive, motherboard, and other components Power supply tester - Used to check for proper power supply operation. This tool can go beyond a multimeter because it specialized in testing all functions of the power supply, including the Power_Good signal. Loopback plug - Used to check computer ports. The most common is the RJ-45 loopback plug. However, you can purchase loopback plugs for any possible computer ports. These devices check the functionality of the port to which it is connected. POST card/USB - Used to check the POST boot operation. This card plugs into a motherboard slot and generates error codes if devices have problems. The USB version of a POST card provides the same functionality only through a USB port, meaning that you don't have to physically open the case to use the POST card. Objective: Hardware and Network Troubleshooting

You work for a company whose network contains several subnets. You move your computer from the Development subnet to the Research subnet, which resides in a different building. You turn on the computer and attempt to connect to a computer named COMP5 on the Development subnet, but you are unable to do so. However, you can connect to all of the other computers on the Research subnet, and other Research computers can connect to COMP5 on the Development subnet. What would explain your computer's communications problem?

An incorrect default gateway Explanation: Explanation A computer successfully connects to another computer when it sends data packets that the other computer receives. An incorrect default gateway assignment on your computer will prevent data packets from being routed from the local Research subnet to COMP5 on the remote Development subnet. When data is sent to a remote computer, the data first goes to a router on the local subnet. The router examines the data to determine the destination address, calculates the best path on which to send the data, and sends the data toward the destination. This process fails if the computer has an incorrect default gateway assignment; the default gateway is the IP address of the router that forwards the data. An incorrect IP address on your computer, such as an IP address for a different subnet, would probably prevent your computer from communicating on your local subnet, although your computer may be able to communicate with remote computers. If your computer's IP address is the same as another computer's IP address on the same subnet, then your computer would probably not be able to connect to the network. A loose network interface card (NIC) would probably disrupt all network communications to and from your computer. To check the installation of the NIC, you should confirm that the network cable is attached to both port and computer and that the link light on the NIC is on. If more troubleshooting is required, you may need to check the NIC's drivers or turn off your computer, remove the cover, and attempt to reseat the NIC. If you suspect that a bad NIC is causing a communications problem, then you should replace the NIC with one that you know is working and try to connect to the network. As long as your computer has the correct protocol installed, your computer will still be able to communicate even if other, incompatible protocols are installed. If an incompatible protocol were listed first in the binding order, your communications would be slower, but they would still occur. However, if an incompatible network protocol were the only protocol on your computer, then all communications, both local and remote, would be impossible. In that case, you would have to install the required protocol. In general, when a computer has communications problems, the first step in troubleshooting is usually to check the software and settings. Ensure that the correct protocol is in use and the drivers are installed. Use network utilities such as the ping utility to test for connectivity. For the A+ exam, you must understand how to troubleshoot the following wired and wireless network symptoms: No connectivity - When there is no network connectivity, it is usually either the computer's hardware or the network hardware. Check the network cabling, the network adapter, and the configuration of the network adapter. For a wireless network, check the wireless card and its configuration. APIPA/link-local address - An Automatic Private IP Addressing (APIPA) address is used when a computer cannot communicate with a DHCP server. If a computer has been issued an APIPA address, the computer will be unable to communicate with computers that have been issued addresses by the DHCP server. In this situation, check to make sure that the DHCP server is functional and that the DHCP server has enough IP addresses for its clients' needs. Make sure that all routers function as DHCP relay agents. Finally, ensure that the computer's hardware is functional and allows it to connect to the network. A link-local address is IPv6's version of APIPA. As with APIPA, a link-local address will only allow the client computer to connect to computers and other devices on the same subnet. Limited connectivity - In this situation, a computer can connect to the network but cannot access a specific resource on the network. The problem could be because the user does not have permission to access the resource. If you can ping the resource but cannot access the resource by its host name, the DNS server could be down. The problem could lie with the remote resource. See if other computers can connect to it. Local connectivity - This problem arises when a computer can connect to local resources but not to resources outside the local subnet. This is usually due to an incorrect subnet mask, an incorrect default gateway address, or a router problem. Check the TCP/IP settings for the computer's NIC. Check the connectivity to the router. Intermittent connectivity - This problem can be hardware or software related. Check the network cable and the NIC and its settings. Ensure that the DHCP and DNS servers are fully functional. If using wireless, check for radio frequency interference (RFI). IP conflict - An IP address can be used by a single network host. If an IP address is duplicated on the network, one or possibly both the computers will not be able to communicate on the network. This problem most often occurs in situations where static IP addresses are used. You need to locate one of the computers involved in the conflict situation and change its IP address. If the computers are both using dynamic addressing, you can use the ipconfig /release command on one of the computers. Slow transfer speeds - This is usually caused by interference, incorrect cabling, a malfunctioning NIC, router misconfiguration, or switch misconfiguration. If only one client is experiencing the problem, check that computer's cabling and NIC. You only need to check for interference, router misconfiguration, or switch misconfiguration if more than one client is experiencing this problem. Low RF signal - This wireless issue occurs because radio transmissions have a limited maximum distance. This will require either moving the wireless router and wireless client so that they are closer together or increasing the signal strength. In many cases, objects can cause obstruction or interference. Performing a site survey can help you determine these issues. SSID not found - If a computer cannot find a Set Service Identifier (SSID), which is the identifier for a wireless network, then it is usually either due to the wireless access point being turned off or the SSID being changed. Try rebooting the wireless access point. Also, check the wireless access point to ensure that it is using the same SSID. Objective: Hardware and Network Troubleshooting

A user complains that the image on his monitor flickers a lot. This flickering occurs no matter which application the user has opened. What should you do?

Configure the video card driver to use a higher refresh rate. Explanation: Explanation You should configure the video card driver to use a higher refresh rate. Using a refresh rate that is too low can often cause image flickering on your monitor. You should not replace the monitor. In this instance, there is nothing wrong with your monitor. The computer is just not configured to send the appropriate video signal to your monitor. However, if the video is blurry or if the monitor will not turn on at all, you will need to replace the monitor. If you ever suspect that a monitor is the problem, you should replace the monitor with a known-good monitor to see if the problem still occurs. You should not configure the video card driver to use a lower refresh rate. This is a possible solution if you have trouble with the monitor image scrolling, flipping, or wavering. You should not upgrade the video card drivers. This solution should be used if image artifacts are displayed on the screen or if the system freezes during a screen image change. You should upgrade the video card drivers using the newest version published at the manufacturer's website. In addition, if you install a new video card that will only work in VGA mode but is capable of much higher resolution, you need to upgrade the video card drivers. If the movement on a display is choppy or slow, you may need to update the driver, video frame rate, or screen refresh rate. If you are having a digital-to-analog conversion issue, the display image will shake. If you upgrade your video card, make sure that that computer supplies enough power to support it or replace the power supply with one that has a higher capacity. Otherwise, you may experience restarts during movie playback, playing a video game, and video editing. Display problems can also be caused by memory issues because the display is dependent upon memory to function properly. You may have defective memory or insufficient memory if you experience garbled images, strange colors, and cursor trails. For the A+ exam, you need to understand how to troubleshoot the following video and display symptoms: VGA mode - This symptom is usually caused when a video card is configured for higher resolution than the monitor supports or when an incompatible device driver is installed. If it is a resolution issue, you will need to lower the resolution settings to one supported by the monitor. If it is a driver issue, you will need to download and install the latest device driver for the installed video card. VGA mode is referred to as low resolution in Windows Vista and Windows 7. No image on screen - This problem is usually caused by a dead monitor or no signal being received from the computer. First, you should try the obvious by making sure that the monitor is plugged in to the wall outlet and turned on. Then you should make sure that the monitor is properly connected to the computer. If the problem still exists, replace the existing monitor with a known-good monitor. If this does not fix the problem, replace the video card with a known-good video adapter. Overheat shutdown - If the video card is overheating, the image on the display may appear garbled or flicker. It may even stop operation all together. Once it cools, the display will work again. Often, cleaning out the inside of the computer case will remove the debris that is causing the overheating. Also, make sure that all internal fans are operational and fully functional. If problems persists, you should replace the adapter with a known-good card. If the monitor is overheating, you will likely need to replace the monitor because repairs to monitors should only be done by properly trained technicians. Dead pixels - Two types of pixel issues exist: stuck pixels or dead pixels. Stuck pixels have a fixed color and never change. Dead pixels are black. While the monitor can be repaired, only trained technicians should work on monitors. Replace the monitor with a known-good unit. If the monitor is under warranty, you should contact the manufacturer. Artifacts - While this visual abnormality can be caused by any hardware component in the computer that causes data corruption, it is most often caused by the video card. Replace the video card with a known-good card. Color patterns incorrect - If the display is fine when the computer first boots but has problems after Windows loads, the problem is probably with the display settings configured in the operating system. If the display has color problems from the start of booting, you have a hardware problem. Test each component, including cabling, monitor, and video, one at a time until you discover which component is causing the problem. Dim image - This problem is usually caused by the brightness setting on the monitor. If changing the brightness setting does not fix this issue, there are different steps to take, depending on which type of monitor you have. If you have a CRT monitor, the monitor is probably dying and should be replaced. If you have an LCD monitor, the backlight is probably going bad. The backlight can be replaced without replacing the entire monitor. Flickering image - For this problem, make sure that all your cables are seated properly. If that does not fix the issue, replace the cables. Finally, this problem can be caused if the refresh rate is not compatible with the high resolution. Increase the refresh rate. Distorted image - This is usually caused by power issues. Replace the power cable. If that does not help, plug the monitor into another outlet. If the problem persists, you may need to contact building maintenance or electrical professionals because it could be an electrical issue in the office or building. Distorted geometry - If the picture displayed on a monitor has a curvature to the left and right edges, you need to adjust the geometry settings built into the monitor. Pincushion or barrel distortion is not caused by the video card. Burn-in - This occurs when the same desktop display is left on a monitor long enough to affect the function of the individual pixels within the monitor's screen. If burn-in occurs, you will have to either replace the monitor or have it repaired. To prevent burn-in, you should configure all computers to use a screen saver that changes, moves, or goes completely dim. Oversized images and icons - This is usually the result of configuring the operating system to use large images and icons. Depending on the operating system used, you would need to access the display settings and change it to using normal images and icons. This can also be affected by the resolution used. Objective: Hardware and Network Troubleshooting

Recently, you had to have the nozzle gate in an inkjet printer replaced. What is the function of this component?

Controls whether ink is flowing from the ink cartridge Explanation: Explanation The nozzle gate controls the flow of ink from the ink cartridge to the paper. When an inkjet printer starts printing, the nozzle gate opens and allows the nozzle to spray the ink onto the paper. After printing is stopped, the nozzle gate shuts down to stop the flow of the ink. When the printer is idle, the nozzle gate remains closed to prevent the flow of the ink from the ink cartridge. The nozzle gate does not control the paper movement. The transfer roller controls the paper movement and is a component of a dot matrix printer. The transfer roller is responsible for pushing paper upward for printing. The nozzle gate does not contain the ink in the ink cartridge. The capillary tube is a component that contains the ink and is located behind the nozzle. A nozzle gate does not control the ink quantity that flows from the ink cartridge. The nozzle is responsible for controlling the ink quantity that flows from the ink cartridge to the paper. A nozzle sprays an appropriate amount of ink to the paper for proper printing. Objective: Hardware

You were recently given an old notebook computer that is missing most of its peripherals and accessories. You need to obtain the components necessary to allow you to efficiently perform your job both at the office and while traveling. You would like to purchase as many of the necessary accessories and peripherals as possible from a local computer store, where your company has an account. Which accessory or peripheral will you most likely have to obtain directly from the notebook manufacturer because of its highly proprietary nature?

Docking station Explanation: Explanation A docking station is a desktop device to which you can attach (dock) your portable computer when you are at your home or office. Docking stations typically provide a power connection, keyboard, mouse, input and output ports, and a jack for an external monitor. This provides a more comfortable work environment for the user when working at a home or office, without having to maintain separate desktop systems. The drawback to docking stations is that they are highly proprietary devices. Most are only designed to work with specific computer models. The connectors, for example the power, monitor, and keyboard, are the same, but the location of the connectors is specific to the laptop model. Objective: Hardware and Network Troubleshooting

A user reports that her portable computer overheats frequently. You inspect her computer and discover that the air vents are open. What is the most likely cause of this problem?

Dust has accumulated on the heatsink fins. Explanation: Explanation The most likely cause is accumulated dust on the heatsink fins. Heatsinks are used to draw the heat away from the chip. Almost all modern computers use heatsinks with incorporated fans so they do not have to rely on the airflow within the system. Heatsinks with fans are referred to as active heatsinks. Heatsinks become less effective over time due to accumulated dust on the fins. The dust reduces the ability of a heatsink to transfer heat to the ambient air. Sometimes the dust also causes the fan to make noise. Usually, fans on portable computers make some noise at the time of booting. But if the noise has increased, you should clean the heatsink fins by using canned air. If all fan noise suddenly quits, chances are that the fan has stopped completely and the machine should be serviced immediately. A faulty fan would not be the most likely cause of the problem in this scenario because the user is able to use her computer. To prevent damage to the hardware, most modern computers are designed to shut down if their temperature has reached beyond its core temperature. Therefore, if the fan is not working, the user will not be able to operate her computer. A faulty battery or faulty AC adapter would not be the most likely cause of the problem in this scenario. A faulty battery and a faulty AC adapter will prevent the portable computer from booting up. A faulty battery or a faulty AC adapter does not cause a portable computer to overheat.

A user reports that his Windows computer often issues errors about running out of virtual memory. You want to increase the amount of available virtual memory.

Edit the size of the paging file in the operating system. Explanation: Explanation You should edit the size of the paging file in the operating system. In many Windows versions, you can accomplish this by clicking the Settings button in the Performance section of the System Properties dialog box's Advanced tab. Virtual memory is managed by the operating system. The initial size and maximum size of the paging file can be manually configured by the user. The paging file is virtual memory. You should not open the case and verify the type of RAM installed. This is a necessary step when upgrading RAM because the Windows operating system can tell you the amount of memory installed, but not the type of memory installed. The only way to discover this is by physically inspecting the RAM chips. Upgrading the RAM will not increase the amount of virtual memory. However, increasing the amount of RAM in your system can often decrease the need for virtual memory. You cannot edit the size of the paging file in the CMOS. Virtual memory is not managed or configured in the CMOS. You should not restart the computer. This will reset the paging file so that the virtual memory problem goes away temporarily. However, it does not increase the size of the virtual memory file. Objective: Hardware and Network Troubleshooting

You upgrade memory on a portable computer, but the new memory is not recognized by the computer. What should you do FIRST while troubleshooting this problem?

Ensure that the memory is seated properly. Explanation: Explanation You should first ensure that the memory is seated properly while troubleshooting the problem. If a portable computer does not recognize newly installed memory, you should first ensure that the memory is properly seated in the socket. You should place the module in the socket at a 45-degree angle, slide it into the socket, then press the module down toward the system board until the side clamps latch into place. Most modern portable computers are designed to have a separate memory compartment on the underside. If there is no separate memory compartment, you must ensure that all connectors that were removed to replace the memory chip, such as the touchpad connector or keyboard connector, are properly connected. If you ensure that the memory is seated properly, but the laptop still does not recognize it, you may need to flash the BIOS. You should not ensure that the system board is not faulty. In this scenario, the computer is able to boot but is unable to recognize the new memory. Therefore, the system board is not faulty. You should not first upgrade the system BIOS. Upgrading the system BIOS is useful when the system recognizes only a part of the new memory. In this scenario, the new memory is not at all recognized by the computer. Therefore, you should first ensure that the memory is properly seated in the socket. You should not first purchase new memory. When the system does not recognize a new memory, the most likely cause is the memory is not seated properly. You should first ensure that the new memory is seated properly in the socket. Purchasing new memory should be the last option if no other option works. To install new memory in a computer, you should use the following steps: Verify the new memory is compatible with the laptop. Power down the laptop. Open the case to access the memory module. Put on an antistatic wrist strap. Remove the old memory. Install the new memory. Replace all laptop parts and close the case. Reboot the laptop. Verify the laptop recognizes the new memory size. Objective: Hardware and Network Troubleshooting

You are troubleshooting a problem with a computer. After analyzing the problem, you determine a possible cause of the problem. You test your theory, but determine that the theory is not correct. Which two steps could you take next? (Choose two.)

Escalate the problem. Establish a new theory. Explanation: Explanation When a possible theory is not confirmed, you have two possible courses of action: 1) establish a new theory or 2) escalate the problem. You should not establish a plan of action until after you have tested your theory and determined that the theory is correct. You should not implement a solution until after the theory is tested and a plan of action is established. The steps in the troubleshooting process, according to the CompTIA A+ certification exam objectives, occur in the following order: Identify the problem - Question the user, identify user changes, and perform backups before making changes. Inquire regarding environmental or infrastructure changes. Review system and application logs. Establish a theory of probable cause - This is often referred to as root cause analysis. During this step, you should question the obvious. If necessary, conduct external or internal research based on symptoms. Test the theory to determine the cause - Once the theory is confirmed, determine the next steps required to resolve the problem. If the theory is not confirmed, re-establish a new theory or escalate the problem. Establish a plan of action - Finally, implement the solution. Evaluate the results - Verify full system functionality. If applicable, implement preventative measures. Document - Record your findings, actions, and outcomes. You should always consider corporate policies, procedures, and impacts before implementing changes. Objective: Hardware and Network Troubleshooting

A manager in your company has read about the memory effect and notebook computers. You are explaining to him how the memory effect works. Which component is affected by memory effect?

Explanation A notebook computer's battery is affected by the memory effect. Only Nickel Cadmium (NiCad) batteries are susceptible to this condition. This effect describes a problem in which a NiCad battery remembers how full it was during its last use and will not charge beyond that level. Other notebook computer batteries, including Lithium Ion (Li-Ion) and Nickel Metal-Hydride (NiMH), do not have this problem. The other components listed are not affected by memory effect. For the A+ exam, you need to be familiar with the following common symptoms for laptops and other mobile devices: No display --This is most often caused when the display is dimmed via the controls or when the display has been sent to the external device. Try changing the screen dimness, or use the appropriate function key to cycle through the different display options. If neither of these solutions fixes the problem, you could have a failed backlight or inverter, which are both internal components that will need to be replaced to troubleshoot the problem. For an iPhone or iPad that has dimmed or turned black, you should press and hold down the Sleep/Wake button and the Home button simultaneously for at least 10 seconds. This should soon display the Apple logo on the black background. For Android tablets and smartphones, you must take off the back cover, reseat your battery, and then charge your phone for a few hours. However, just like the blue screen of death on PC-based devices, Android can have the same issue. If this is the case, you will have to remove the SIM card and battery and leave them out for 5-10 seconds. At this point, you need to charge the battery, as well. Finally, sometimes you may have to perform a hardware factory reset. This process will permanently remove the customer's data from the device. Make sure to back up all personal data to a computer or to the cloud. To perform a hardware factory reset, you would press and hold the Volume Up, Power, and Home keys simultaneously and select Factory reset/wipe data using the volume keys. Then you would press the Power key to start the hardware factory reset. Dim display - This is most often caused when the display is dimmed. Change the screen dimness to see if this fixes the problem. Also, you may need to check the switch on the laptop that tells the system that the lid is closed. If neither of these solutions resolves the problem, either the backlight or inverter could be the cause. Replace each of these components to troubleshoot the issue. Smartphones and tablets have dim screen controls in the Settings menu. On an iPhone, you can swipe up the Control Center and change the display. Android devices have apps you can download for free, such as Screen Dimmer. The dimmer feature is a great way to change the brightness of your screen and save your battery. Flickering display - This is usually caused by an incorrect video driver or low screen refresh rate. Update the driver first. If this does not resolve the problem, consult the display device manufacturer's documentation for the appropriate refresh rate. Finally, flickering can be caused by loose or bad connections. Check the internal connections for the display if none of the other solutions works. Sticking keys - Dust accumulation can cause keys to stick. In addition, most keys have a spring that can wear out. First, you should try to blow out the keyboard using compressed air. It may also be necessary to clean the individual keys. In some laptops, keys can be detached for individual cleaning. Be careful when detaching individual keys because this can damage keyboard components. If this does not fix the problem, replace the integrated keyboard or purchase an external keyboard. Spilled liquids are most often the cause of sticking keys. Intermittent wireless - This is usually caused by radio frequency interference (RFI). Research the wireless network environment. Try to minimize the obstructions between the laptop and the wireless access point. For example, microwaves and cordless phones can interrupt the flow or signal and cause disturbances to your flow and connection, so do not place routers near those types of electronics. Also, research the particular frequency in use on your wireless network to discover if you have deployed any devices that could be causing the problem. You may need to increase the signal strength on the wireless access point. Finally, the problem could be with the internal wireless card. Check the internal cable connections for the wireless card if none of the other troubleshooting techniques has solved the problem. Battery not charging - If the battery will no longer charge properly, you should totally drain the battery's power to eliminate the memory effect. If this does not solve the problem, replace the battery with a new one. However, the A+ number one rule is to always check the connection, so make sure that your plug snuggly fits on the charging device. Loose or disconnected cables can be frustrating, so do not eliminate that step when troubleshooting. Ghost cursor/pointer drift - This usually occurs when the track pad is too sensitive. You can change the sensitivity settings to see if this fixes the problem. If the problem still exists, you should try installing the latest driver for the touch pad. Finally, you could disable the touch pad and connect an external mouse. You can also search Google for the Phantom Cursor to troubleshoot various devices. No power - This is usually caused when you are no longer connected to an external power source and the battery has been depleted. Make sure that the laptop is plugged in to a functional external power source. Plug the laptop into a power source and allow the battery to recharge. You may also want to reconfigure the power settings to ensure that certain devices are not enabled when you are working using battery. Num Lock indicator lights - To enable or disable the number lock function, you may need to press a single Num Lock key or use a function key combination. Read the laptop vendor's documentation to learn the appropriate way to enable and disable the number lock function. If the Num Lock key is disabled, you will notice that the cursor moves around when you use the number keys instead of numbers being entered on the screen. If your keyboard has calculator type keys built in, you will need to enable Num Lock to use the calculator as desired. No wireless connectivity - This is usually caused when the wireless device has been disabled. Read the laptop vendor's documentation to learn the appropriate function key combination that can be used to enable/disable wireless. The device can also be disabled in Device Manager. If neither of these solutions fixes the problem, you should check the wireless card to make sure that it is seated properly and attached to the antenna. Replacing the wireless card or antenna may be necessary. For most mobile devices, you simply need to make sure that Wi-Fi is enabled or turned on. You also may need to make sure that Airplane Mode is turned off. Airplane Mode disables several features, including WiFi. No Bluetooth connectivity - This is usually caused when Bluetooth has been disabled. Read the laptop vendor's documentation to learn the appropriate function key combination that can be used to enable/disable Bluetooth. If this does not fix the problem, you should check the wireless card to make sure that it is seated properly and attached to the antenna. Replacing the wireless card or antenna may be necessary. For mobile devices, you probably only need to make sure that Bluetooth is enabled. As with Wi-Fi, Airplane Mode disables Bluetooth on most devices. Cannot display to external monitor - This is most often caused when the display has been sent to the internal. Use the appropriate function key to cycle through the different display options. If this does not fix the problem, you should check the cabling to the external monitor. For some displays, you will also need to make sure that that display device itself is set to the appropriate source. Touchscreen nonresponsive - This is most often caused by a dirty screen. First, remove any screen protectors and try to clean the touchscreen. If that does not work, reboot the device. If the problem persists, the screen may need to be repaired or replaced. Keeping your screens clean, dust-free, and protected will extend the life of your tablet or laptop screen. Remember that they are very fragile, so you should handle them with care. Apps not loading - First, you should make sure that your app and the device operating system is updated. Next, ensure that your firewall isn't configured to block the app. You could then synchronize the license for the app. As a last resort, try removing and reinstalling the app. Slow performance - This is usually caused by too many apps running in the background. Stop any unneeded apps from running. If this does not resolve your issue, reboot the device. Finally, it could be that the drive in your device is reaching its storage capacity. If that is the case, you will need to remove some data and/or apps and possibly back up unused files to an external backup device, like a server or an external hard drive. Unable to decrypt email - This is usually caused by a missing or expired key or certificate. Make sure the appropriate key or certificate is installed. It may be necessary to restore them from backup. It also could be that the device is configured to not allow encrypted email. If this is the case, then you need to enable encrypted email. Extremely short battery life - Always try completely draining and recharging the battery first. If the battery continues to only have a short life, you need to replace the battery. For mobile devices, you may try changing battery settings through the Control Panel or Settings. Overheating - If your mobile device overheats, try removing the protective case that you have it in. Other solutions are to remove the device from direct sunlight, shut down apps you are not using, or buy a glare screen and turn down the brightness. Finally, turn your mobile device off or put it in Airplane Mode when not in use. Frozen system - First, try plugging the mobile device into a power supply. Then you should try to power down or restart the device the normal way. If that is not possible, then remove the battery for a few seconds. Next, you should delete the app that is causing the device to freeze. As a last resort, reset the device to the factory defaults. For an Apple mobile device, another possible solution is to restore the device using iTunes. You can also consult the manufacturer's website or device documentation on how to reset the device. No sound from speakers - This is most often caused by the sound being muted or the device being in silent or vibrate mode. If that does not fix the problem, try adjusting the volume. As a last resort, reboot the device. If you are using Bluetooth speakers, remove the device through Settings, re-add the speakers, and resync. GPS not functioning - First, you should ensure that the GPS function is enabled. If that is not the problem, reboot the device. Then try turning location services off and then back on. Finally, you could perform a GPS reset. Swollen battery - Swollen batteries are an explosion or leaking hazard and should be replaced immediately. Swollen batteries are usually found in devices like laptops and mobile devices that use lithium batteries. Batteries can become swollen due to manufacturing defects or by not using the right charger. Lithium-ion batteries do not like to be overcharged because there is no place for the gasses in the overheated cells to go. The overheated batteries expand, swell, and appear warped. Always replace swollen batteries. When troubleshooting a laptop computer, it may be necessary to draw a diagram of your laptop as you disassemble it for when you replace internal parts. It is very important that all technicians follow the proper procedure to ensure that the laptop can be reassembled properly. Always document and label the cable and screw locations for the computer. Organize and label all the internal parts to ensure that they are replaced properly. When issues arise, always refer to the manufacturer's documentation or resources. Use the appropriate hand tools during the disassembly/reassembly process. Objective: Hardware and Network Troubleshooting

You notice that the pages coming out of your laser printer have toner that you can brush off. Which printer component is MOST likely causing the problem?

Fuser assembly Explanation: Explanation If the pages coming out of your laser printer have extra toner that you can brush off, the fuser assembly printer component is most likely creating the problem. The fuser assembly printer component holds two rollers that get heated to a high temperature to bind the dry toner ink to the paper fabric. When the printed pages carry extra toner that you can rub off, it usually indicates that the fuser roller is not getting heated enough to melt the dry toner particles properly and fuse the toner ink with the paper fibers. The toner cartridge cannot be the problem because a toner cartridge, if not working properly, can cause problems such as uneven or variable density printing. A toner cartridge is a printer component that contains toner ink that is fused to the paper during the printing process. The pickup roller cannot be the problem because the pickup roller is a printer component that draws the paper from the paper tray into the printer. A malfunctioning pickup roller can cause false paper jams wherein the printer is not able to pick up the paper from the tray because the pickup roller fails to turn. A photoreceptor cannot be the cause of the problem. A photoreceptor is a photosensitive printer component that is used to transfer a latent electro-photographic image created by the laser beam on to the paper during the printing process. Always keep in mind that you should check the obvious first when troubleshooting a printer. If the printer is not printing, you should make sure it is plugged in and turned on. You should also make sure that it has paper. Most technicians can tell you stories about how they were called in for troubleshooting an issue that had a very obvious fix. Also, keep in mind that some internal components should only be replaced by individuals who are experienced in repairing printers. These printer technicians are usually employed by the vendor from which you purchased the printer. Objective: Hardware and Network Troubleshooting

A user contacts you stating that the print head for her department's dot matrix printer is faulty. Which problems indicate that this is the case? (Choose two.)

Missing characters Partial characters Explanation: Explanation A defective print head can cause a dot matrix printer to print only partial characters, and serious defects can prevent printing completely. Dot matrix printers use an array of pins to strike an inked printer ribbon that generates images on paper. The individual pins in the print head are controlled by electromagnets, which move the pins to form specific characters. The failure of some or all of the pins in the print head to move in response to the electromagnetic force will have an obvious and immediate effect on a printer's ability to print specific characters. However, a print head could also be misaligned in such a way that only the bottom half of its pins strike the printer ribbon. In such cases, the printer would render only partial characters, even if all components in the print head are functioning correctly. Ink smears and faint printouts are likely to occur when a printer's head gap lever is not positioned correctly. In cases such as these, repositioning the paper thickness lever should resolve the problem. Always keep in mind that you should check the obvious first when troubleshooting a printer. If the printer is not printing, you should make sure it is plugged in and turned on. You should also make sure that it has paper. Most technicians can tell you stories about how they were called in for troubleshooting an issue that had a very obvious fix. Also, keep in mind that some internal components should only be replaced by individuals who are experienced in repairing printers. These printer technicians are usually employed by the vendor from which you purchased the printer. For the A+ exam, you should understand the following common printer symptoms and how to troubleshoot them: Streaks - This problem is usually caused by a malfunctioning fuser because the fuser is responsible for fusing the toner to the paper. Replace the fuser. In inkjet printers, this could be caused by a malfunctioning ink cartridge or dirty print head. Replace the cartridge, or clean the print head. In dot matrix printers, this is caused by a dirty print head. Clean the print head. Faded print - This is usually caused when a toner cartridge, ink cartridge, or ribbon is close to empty. You should replace the cartridge or ribbon with a new unit. Ghost images - Ghost images are light images of pages that were previously printed that are appearing on the currently printed page. This is usually caused by the erasure lamp or cleaning blade. The cleaning blade is part of the toner cartridge and is easier to replace than the erasure lamp. Try replacing it first. If it does not fix the problem, you will need to replace the erasure lamp. Toner not fused to the paper - This problem is usually caused by a malfunctioning fuser. Replace the fuser. Creased paper - This is usually caused by a paper jam. Check the printer internally to ensure that no paper jams or small scraps of paper are obscuring the paper path. Creased paper can also be caused by worn pickup rollers. Replace the pickup rollers. Pickup rollers are part of printer maintenance kits. Paper not feeding - This is usually caused by worn pickup rollers. Replace the pickup rollers. Pickup rollers are part of printer maintenance kits. Paper jam - When a paper jam occurs, you need to first completely clear the paper jam. If the paper jam continues to be a problem, you need to determine which printer part could be causing the paper jams. Check to make sure that you are using paper that is approved for the printer. Paper that is too thick will cause paper jams. Also, high humidity can cause the paper to stick together, which causes paper jams. Paper jams can also be caused by worn rollers or broken drive gears. Rollers are part of the printer's maintenance kit. If you suspect broken drive gears, you will need to contact a printer technician to replace the drive gear. If the paper jams after reaching the corona assembly, the problem could be caused by the static eliminator strip, which needs to be replaced by a printer technician. No connectivity - If this problem is with a locally attached printer, make sure that the cable is properly attached. Try replacing the cable with a new cable. If this problem is with a network printer, ping the printer to see if it is available. If you can ping the printer, you probably have an incorrect setting or driver. Garbled characters on paper - This problem is usually caused by an incorrect printer driver. Install the most up-to-date version of the correct printer driver. Vertical black lines on page - Vertical black lines are caused by scratches on the drum or dirty corona wire. If you suspect that scratches are on the drum, replace the toner cartridge. If you suspect the corona wire, try cleaning it first. If the problem still persists, replace the toner cartridge. For inkjet printers, you should try cleaning the print head or replacing the ink cartridge. Vertical white lines - Vertical white lines are caused by a dirty transfer corona wire. Clean the corona wires. The corona wire is part of the toner cartridge and can be cleaned using a brush. For inkjet printers, clean the print head. If these solutions do not work, you will need to replace the toner cartridge or ink cartridge. Backed up print queue - You can try to delete the print job from the print queue that you suspect is causing the problem. If this does not fix the problem, you will need to stop and restart the print queue. This will result in all jobs in the print queue being deleted. All users will have to resubmit their print jobs. Low memory errors - Often just turning the printer off and back on will fix this problem. If the problem persists, you could print the page at a lower resolution or change the print page so that it is less complex. If this does not fix the problem, you may try installing a different driver for the printer. You could also add more memory to the printer. Access denied - This is most often caused by the access control list (ACL) for the printer. Make sure that the user has been granted print permission. This can also be affected by print availability and print priority. Print availability is a way to set up a printer so that a particular group can print to the printer during certain times. If a user attempts to print to the printer outside of the availability times, the print job is unsuccessful. Print priority allows you to assign jobs from a particular group a higher priority. If this technique is used, jobs that have a higher priority will take precedence over other print jobs. Print availability and print priority can prevent or delay print jobs. Printer will not print - If you are sure that the printer has power and paper, you should try printing a test page. If the test page is unsuccessful, you probably have a connection issue. Replace the cabling if it is a local printer. If it is a network printer, complete network troubleshooting techniques to troubleshoot the issue. Color prints in wrong print color - This is usually the result of a dirty print head. Clean the print head first. If the problem persists, replace the toner cartridge or ink cartridge. Calibrating the cartridge may also help. Unable to install printer - If this problem occurs, the account used to install the printer probably does not have permissions to install the printer. Use an administrative-level account to install the printer. Error codes - For any error codes you are given, consult the manufacturer's documentation or website to get details on the error. Follow the manufacturer's suggested troubleshooting steps for the particular error you receive. Printing blank pages - The most often cause of this problem is that the printer is out of ink or toner. It can also be caused by clogged print nozzles in an inkjet printer. For a laser printer, the toner cartridge has sealant tape over the toner dispenser. If this tape is not removed, pages will be blank. No image on printer display - This is most often caused because the printer is unplugged or in standby mode. Objective: Hardware and Network Troubleshooting

Which device uses the connector shown in this exhibit?

Monitor Explanation: Explanation The connector shown in the exhibit is used by a monitor or video device. The pictured connector is called a Digital Visual Interface (DVI)-D dual-link connector and is used by many LCD flat-panel monitors. None of the other listed devices uses this connector. Objective: Hardware

You clear a paper jam from the tray in a laser printer. However, the printer still indicates a jam. What step should you perform next?

Physically open and close the top assembly. Explanation: Explanation Opening and closing the printer cover will cause the printer to reset itself and should clear the "printer jammed" message. There is usually a sensor or switch located in the cover to clear the printer error. The same effect can be produced by turning the power to the printer off and back on again. A laser printer has sensors to determine which paper trays are installed, what size paper is in them, and whether the tray is empty. It also uses sensors to track the movement of the paper through each stage of printing, allowing the formatter board to know where the page is always and to sequence the activities of the solenoids and clutches properly. The diagnostic software generally troubleshoots problems with the actual printed image and does not help to resolve print jams. It is not likely that you need to locate another paper jam in any location. Paper jams require that the printer cover be opened and shut. Always keep in mind that you should check the obvious first when troubleshooting a printer. If the printer is not printing, you should make sure it is plugged in and turned on. You should also make sure that it has paper. Most technicians can tell you stories about how they were called in for troubleshooting an issue that had a very obvious fix. Also, keep in mind that some internal components should only be replaced by individuals who are experienced in repairing printers. These printer technicians are usually employed by the vendor from which you purchased the printer. Objective: Hardware and Network Troubleshooting

You are explaining to several new IT technicians the printing process for different types of printers. What does a dot matrix printer use to ensure that ink is transferred onto a piece of paper?

Print head pins Explanation: Explanation A dot matrix printer uses print head pins to ensure that ink is transferred onto a piece of paper. An ink jet or bubble jet printer uses ink nozzles to ensure that ink is transferred onto a piece of paper. A laser printer uses electrostatic charges and a heat fuser to ensure that toner (a powder) is transferred and melted onto a piece of paper. Dot matrix printers also use tractor feeds to pull the paper through the printer. The continuous-form paper has holes along the side so that the tractor can manage the paper. Laser, inkjet, and thermal printers do not use tractor feeds. Objective: Hardware

A user contacts you about a problem with his notebook computer. The battery for her notebook computer will no longer hold a charge. She removed the battery, but the computer will not work when plugged into the AC outlet. A new battery is on order but will not arrive until next week. The user needs the computer to be operational for a meeting tomorrow. You want to provide the easiest method to restore operation.

Re-insert the depleted battery in the computer, and then boot the computer. Explanation: Explanation You should instruct the user to re-insert the depleted battery in the computer and then boot the computer. Some notebook computers require that the battery remain in place, even if it is depleted, to complete the electrical charge. This often occurs when you overcharge the battery by plugging it into the wall for too long. You should not instruct the user to wait until the new battery arrives next week. The user needs the computer to be operational for a meeting tomorrow. You should not instruct the user to fully charge the old battery overnight and then boot the computer. The battery will no longer hold a charge, so recharging the battery is not possible. You should not instruct the user to change the battery setting in the computer's BIOS. A computer's BIOS will contain power settings that allow you to use hibernation and standby mode. However, these settings have nothing to do with operating the computer with or without a battery in the battery slot. If you have a problem powering down a laptop computer even after holding down the power button for several seconds, you should disconnect the power supply and remove the battery to power down. Power supplies are rated for use in the United States or Europe. If you must travel to both locales, you should ensure that you have power supplies that will operate in both areas. Objective: Hardware and Network Troubleshooting

You are troubleshooting a problem with a Windows computer. When you boot up the computer, you hear the hard disks start, the computer beeps once, and everything appears normal except the display. The display is blank. You confirm that the monitor's power switch is on and the monitor is plugged in. What should you do next to troubleshoot this problem?

Replace the monitor. Explanation: Explanation A screen that stays blank through the entire boot process usually indicates a problem with the monitor. You should first check the monitor's power switch and cables. If you confirm that the monitor is getting enough power from the power outlet, the monitor is turned on, and the power and video cables are connected properly, you should replace the monitor with a known-good unit. The scenario does not indicate a need to replace the power supply. If the computer boots up and the hard disks spin, the system is getting power. The computer power supply needs to be checked if the monitor powers up but the computer does not, even when it is connected to the same power source as the monitor. If the fan in the power supply has stopped, but the power supply still works, cleaning the fan of dust and debris may help. If it does not, you need to replace the power supply. The fan in a power supply is crucial to proper air circulation within the computer case. If the screen went blank once the operating system booted, you might suspect problems with the video drivers. However, in this scenario, the screen is blank throughout the boot process. This is not a symptom of video driver problems. Power-on self-test (POST) will find severe video card problems and report them during bootup. If you eliminate the power and monitor as possible causes of a blank screen problem, your next step would be to swap out the video card. For the A+ exam, you need to understand how to troubleshoot the following video and display symptoms: VGA mode - This symptom is usually caused when a video card is configured for higher resolution than the monitor supports or when an incompatible device driver is installed. If it is a resolution issue, you will need to lower the resolution settings to one supported by the monitor. If it is a driver issue, you will need to download and install the latest device driver for the installed video card. VGA mode is referred to as low resolution in Windows Vista and Windows 7. No image on screen - This problem is usually caused by a dead monitor or no signal being received from the computer. First, you should try the obvious by making sure that the monitor is plugged in to the wall outlet and turned on. Then you should make sure that the monitor is properly connected to the computer. If the problem still exists, replace the existing monitor with a known-good monitor. If this does not fix the problem, replace the video card with a known-good video adapter. Overheat shutdown - If the video card is overheating, the image on the display may appear garbled or flicker. It may even stop operation all together. Once it cools, the display will work again. Often, cleaning out the inside of the computer case will remove the debris that is causing the overheating. Also, make sure that all internal fans are operational and fully functional. If problems persists, you should replace the adapter with a known-good card. If the monitor is overheating, you will likely need to replace the monitor because repairs to monitors should only be done by properly trained technicians. Dead pixels - Two types of pixel issues exist: stuck pixels or dead pixels. Stuck pixels have a fixed color and never change. Dead pixels are black. While the monitor can be repaired, only trained technicians should work on monitors. Replace the monitor with a known-good unit. If the monitor is under warranty, you should contact the manufacturer. Artifacts - While this visual abnormality can be caused by any hardware component in the computer that causes data corruption, it is most often caused by the video card. Replace the video card with a known-good card. Color patterns incorrect - If the display is fine when the computer first boots but has problems after Windows loads, the problem is probably with the display settings configured in the operating system. If the display has color problems from the start of booting, you have a hardware problem. Test each component, including cabling, monitor, and video, one at a time until you discover which component is causing the problem. Dim image - This problem is usually caused by the brightness setting on the monitor. If changing the brightness setting does not fix this issue, there are different steps to take, depending on which type of monitor you have. If you have a CRT monitor, the monitor is probably dying and should be replaced. If you have an LCD monitor, the backlight is probably going bad. The backlight can be replaced without replacing the entire monitor. Flickering image - For this problem, make sure that all your cables are seated properly. If that does not fix the issue, replace the cables. Finally, this problem can be caused if the refresh rate is not compatible with the high resolution. Increase the refresh rate. Distorted image - This is usually caused by power issues. Replace the power cable. If that does not help, plug the monitor into another outlet. If the problem persists, you may need to contact building maintenance or electrical professionals because it could be an electrical issue in the office or building. Distorted geometry - If the picture displayed on a monitor has a curvature to the left and right edges, you need to adjust the geometry settings built into the monitor. Pincushion or barrel distortion is not caused by the video card. Burn-in - This occurs when the same desktop display is left on a monitor long enough to affect the function of the individual pixels within the monitor's screen. If burn-in occurs, you will have to either replace the monitor or have it repaired. To prevent burn-in, you should configure all computers to use a screen saver that changes, moves, or goes completely dim. Oversized images and icons - This is usually the result of configuring the operating system to use large images and icons. Depending on the operating system used, you would need to access the display settings and change it to using normal images and icons. This can also be affected by the resolution used. Objective: Hardware and Network Troubleshooting

You are a desktop administrator for Nutex Corporation. Your organization uses Ethernet cable to connect network resources. A user reports that she is unable to access network resources on her portable computer. The portable computer is connected to the company's network using an Ethernet cable. When you test the cable using a time-domain reflectometer (TDR), the signal returns too early. What should you do?

Replace the network cable. Explanation: Explanation You should replace the network cable. As stated in the scenario, the TDR shows that signal returns too early, which implies that there is a breakage in the network cable. Therefore, you should replace the cable to fix the problem. You should not reinstall the network adapter. The TDR shows that the signal returns too early, which implies that there is a breakage in the network cable. Reinstalling the network adapter will not fix the problem. You should only reinstall the network adapter if you discover an issue with the adapter's driver. You should not replace the network adapter. This would be required if Device Manager could not detect a network adapter plugged in the computer or if the network adapter is faulty. You should not reroute the network cable. This would be a problem if interference were occurring. Rerouting cable further from the interference source usually can fix the problem. Cables can also be enclosed in a protective shield to prevent interference. It is also necessary to reroute a network cable if it lies across the floor. Routing network cable across the floor can cause tripping hazards and can also result in breakage issues from the constant pressure of being walked on. For the A+ exam, you must understand how to troubleshoot the following wired and wireless network symptoms: No connectivity - When there is no network connectivity, it is usually either the computer's hardware or the network hardware. Check the network cabling, the network adapter, and the configuration of the network adapter. For a wireless network, check the wireless card and its configuration. APIPA/link-local address - An Automatic Private IP Addressing (APIPA) address is used when a computer cannot communicate with a DHCP server. If a computer has been issued an APIPA address, the computer will be unable to communicate with computers that have been issued addresses by the DHCP server. In this situation, check to make sure that the DHCP server is functional and that the DHCP server has enough IP addresses for its clients' needs. Make sure that all routers function as DHCP relay agents. Finally, ensure that the computer's hardware is functional and allows it to connect to the network. A link-local address is IPv6's version of APIPA. As with APIPA, a link-local address will only allow the client computer to connect to computers and other devices on the same subnet. Limited connectivity - In this situation, a computer can connect to the network but cannot access a specific resource on the network. The problem could be because the user does not have permission to access the resource. If you can ping the resource but cannot access the resource by its host name, the DNS server could be down. The problem could lie with the remote resource. See if other computers can connect to it. Local connectivity - This problem arises when a computer can connect to local resources but not to resources outside the local subnet. This is usually due to an incorrect subnet mask, an incorrect default gateway address, or a router problem. Check the TCP/IP settings for the computer's NIC. Check the connectivity to the router. Intermittent connectivity - This problem can be hardware or software related. Check the network cable and the NIC and its settings. Ensure that the DHCP and DNS servers are fully functional. If using wireless, check for radio frequency interference (RFI). IP conflict - An IP address can be used by a single network host. If an IP address is duplicated on the network, one or possibly both the computers will not be able to communicate on the network. This problem most often occurs in situations where static IP addresses are used. You need to locate one of the computers involved in the conflict situation and change its IP address. If the computers are both using dynamic addressing, you can use the ipconfig /release command on one of the computers. Slow transfer speeds - This is usually caused by interference, incorrect cabling, a malfunctioning NIC, router misconfiguration, or switch misconfiguration. If only one client is experiencing the problem, check that computer's cabling and NIC. You only need to check for interference, router misconfiguration, or switch misconfiguration if more than one client is experiencing this problem. Low RF signal - This wireless issue occurs because radio transmissions have a limited maximum distance. This will require either moving the wireless router and wireless client so that they are closer together or increasing the signal strength. In many cases, objects can cause obstruction or interference. Performing a site survey can help you determine these issues. SSID not found - If a computer cannot find a Set Service Identifier (SSID), which is the identifier for a wireless network, then it is usually either due to the wireless access point being turned off or the SSID being changed. Try rebooting the wireless access point. Also, check the wireless access point to ensure that it is using the same SSID. Objective: Hardware and Network Troubleshooting

You frequently operate your Windows 7 portable computer on battery power when you are traveling. When you use battery power, your Windows 7 computer is configured to enter standby mode after 15 minutes of inactivity. Which components are turned off in this mode? (Choose two.)

The hard disk The monitor Explanation: Explanation In standby mode, your Windows 7 portable computer will turn off the hard disk and the LCD screen. The CPU will reduce its power consumption in standby mode, but the CPU and keyboard will not be turned off completely. You can wake a computer from standby mode by pressing a key on the keyboard, pressing a mouse button, or moving the mouse. Standby mode is useful for saving battery power on a portable computer. Hibernate mode offers further savings in battery power. In hibernate mode, the contents of RAM are written to a hard disk, and the computer powers down completely. In hibernate mode, a computer's CPU, hard disk, keyboard, and LCD screen are turned off. You can wake a computer from hibernate mode by pressing the power button, which powers up the computer, and transfers the saved contents of memory from the hard disk back to RAM. You can configure power settings on your Windows 7 computer by using the Power Options Properties dialog box. You can view the Power Options Properties dialog box by double-clicking the Power Options icon in Control Panel. Objective: Hardware and Network Troubleshooting

You are unable to access your company's website using its fully qualified domain name (FQDN). However, if you use the IP address of the website, you can access the home page. What may be the cause of the problem?

The Domain Name System (DNS) server is down. Explanation: Explanation If you are unable to access a website using its FQDN, but you can browse the same website using its IP address, then the Domain Name System (DNS) server for the website is down. A DNS server provides name resolution over the Internet and allows you to use an FQDN instead of an IP address. The Dynamic Host Configuration Protocol (DHCP) server is responsible for assigning IP addresses to DHCP clients. It does not allow you to access a website using its FQDN. A DHCP scope allows the DHCP server to assign IP addresses to clients. It also enables you to balance the server loads between multiple DHCP servers. The DHCP scope does not determine whether you can access a website using its FQDN or IP address. If the company's website had been down, it would not have been accessible using either its FQDN or its IP address. For the A+ exam, you must understand how to troubleshoot the following wired and wireless network symptoms: No connectivity - When there is no network connectivity, it is usually either the computer's hardware or the network hardware. Check the network cabling, the network adapter, and the configuration of the network adapter. For a wireless network, check the wireless card and its configuration. APIPA/link-local address - An Automatic Private IP Addressing (APIPA) address is used when a computer cannot communicate with a DHCP server. If a computer has been issued an APIPA address, the computer will be unable to communicate with computers that have been issued addresses by the DHCP server. In this situation, check to make sure that the DHCP server is functional and that the DHCP server has enough IP addresses for its clients' needs. Make sure that all routers function as DHCP relay agents. Finally, ensure that the computer's hardware is functional and allows it to connect to the network. A link-local address is IPv6's version of APIPA. As with APIPA, a link-local address will only allow the client computer to connect to computers and other devices on the same subnet. Limited connectivity - In this situation, a computer can connect to the network but cannot access a specific resource on the network. The problem could be because the user does not have permission to access the resource. If you can ping the resource but cannot access the resource by its host name, the DNS server could be down. The problem could lie with the remote resource. See if other computers can connect to it. Local connectivity - This problem arises when a computer can connect to local resources but not to resources outside the local subnet. This is usually due to an incorrect subnet mask, an incorrect default gateway address, or a router problem. Check the TCP/IP settings for the computer's NIC. Check the connectivity to the router. Intermittent connectivity - This problem can be hardware or software related. Check the network cable and the NIC and its settings. Ensure that the DHCP and DNS servers are fully functional. If using wireless, check for radio frequency interference (RFI). IP conflict - An IP address can be used by a single network host. If an IP address is duplicated on the network, one or possibly both the computers will not be able to communicate on the network. This problem most often occurs in situations where static IP addresses are used. You need to locate one of the computers involved in the conflict situation and change its IP address. If the computers are both using dynamic addressing, you can use the ipconfig /release command on one of the computers. Slow transfer speeds - This is usually caused by interference, incorrect cabling, a malfunctioning NIC, router misconfiguration, or switch misconfiguration. If only one client is experiencing the problem, check that computer's cabling and NIC. You only need to check for interference, router misconfiguration, or switch misconfiguration if more than one client is experiencing this problem. Low RF signal - This wireless issue occurs because radio transmissions have a limited maximum distance. This will require either moving the wireless router and wireless client so that they are closer together or increasing the signal strength. In many cases, objects can cause obstruction or interference. Performing a site survey can help you determine these issues. SSID not found - If a computer cannot find a Set Service Identifier (SSID), which is the identifier for a wireless network, then it is usually either due to the wireless access point being turned off or the SSID being changed. Try rebooting the wireless access point. Also, check the wireless access point to ensure that it is using the same SSID. Objective: Hardware and Network Troubleshooting

You are preforming some hardware upgrades on an old computer. You notice that the computer has an available Peripheral Component Interconnect (PCI) slot. Which statement is an accurate characterization of this architecture?

The PCI architecture supports 32- and 64-bit data transfers. Explanation: Explanation The PCI architecture supports 64-bit data transfers and includes 32-bit data paths for backward compatibility, whereas older Industry Standard Architecture (ISA) buses support only 8-bit and 16-bit data transfers. Because PCI slot circuitry is more compact than ISA circuitry, PCI slots are shorter and take up less space on a system board than their ISA counterparts. The PCI bus is independent of a computer's processor type. Apple computers also incorporate PCI buses. Although the PCI standard was developed mostly to allow for bus mastering, not all PCI devices use bus mastering. Not all PCI slots in a computer support bus mastering, either. Bus mastering refers to the ability of a device to take control of a computer's expansion bus and send data directly to another device on the bus without requiring the use of a computer's central processing unit (CPU) resources. In most cases, you can expect the PCI slots closest to the keyboard connector to support bus mastering. New PCI buses and devices can run at 66 megahertz (MHz) and support data transfers at top speeds of approximately 132 megabytes per second (MBps). In modern computers, the PCI bus has displaced the VL bus, or Video Electronics Standards Association (VESA) Local Bus (VLB), which is an older standard with a maximum practical speed of 33 MHz that is not compatible with Pentium computers. PCI supports multiple processors and is the leading standard for expansion bus technology. Major manufacturers of Intel-compatible system boards currently incorporate PCI buses onto their new system boards. The following PCI standards and specifications should be remembered for testing purposes: Standard PCI - 32-bit bus and up to 133 megabytes per second (MBps) bus speed PCI 2.1 - 32-bit and 64-bit bus and up to 266 MBps and 532 MBps bus speed, respectively PCI -X 1.0 - 64-bit bus and up to 1.06 gigabytes per second (GBps) bus speed PCI-X 2.0 - 64-bit bus and up to 4.26 GBps bus speed PCI-X 3.0 - 64-bit bus and up to 8.5 GBps bus speed PCI Express (PCIe) 1.0 - 32-bit bus and up to 2 GBps bus speed PCIe 2.0 - 32-bit bus and up to 5 GBps bus speed PCIe 3.0 - 32-bit bus and up to 8 GBps bus speed PCIe 4.0 - 32 bit bus and up to 16 GBps bus speed PCIe is often used for video cards, including HD video cards. Mini-PCI is a PCI standard used in laptops. It uses a 32-bit bus. It is also in DVD players, HDTVs, and other devices. Objective: Hardware

You are instructing new IT technicians on the reasons why a computer's complementary metal-oxide semiconductor (CMOS) battery should be replaced. Which event is an early indication that you may need to replace it?

The computer's internal clock loses time at startup. Explanation: Explanation Often, your earliest indication of a failing CMOS battery is loss of time at startup. You can monitor the accuracy of the computer's clock over several days to make this determination. After each startup, type the system command time at a command prompt, press Enter, and then compare the time value the computer displays to a known standard. Personal computers, including Windows computers, derive date and time information from the CMOS clock only at system startup. After startup, these operating systems rely on a memory controller to keep time. The memory controller's refresh timer is likely to gain or lose several seconds on a daily basis, but this has no bearing on the CMOS battery. Therefore, you should check the system date and time if you suspect the battery is beginning to fail, but only at startup. If a computer's power supply fails, or if a boot device such as a hard disk fails, then startup will not complete successfully. It is important to note that if a CMOS battery fails, it is possible for a computer to generate a No boot device available error during startup, but this does not necessarily indicate that a hard disk has failed. If you replace the hard disk with another disk known to be functional, and you still receive the same error message, then you should suspect that the CMOS chip or its battery has failed. Parity errors at startup relate to a computer's random access memory (RAM). Such errors indicate that RAM modules on a computer's system board are not compatible with each other or that one or more memory modules have failed. Consequently, you should replace memory modules to ensure that all onboard modules are functioning and have the same parity setting. Objective: Hardware and Network Troubleshooting

Your laser printer produces accurate images that smear easily. Which printer component should you examine?

The fuser Explanation: Explanation A laser printer's fuser contains two rollers that use heat and pressure to fuse an image onto paper. If the fuser subsystem fails to heat properly or supply sufficient pressure, the toner merely rests on the surface of the paper and can be easily smeared. Toner is a powdery ink consisting of pigment, such as carbon black or iron, bound in a polymeric or waxy matrix. The transfer corona places the toner from the drum onto the paper through an electrostatic attraction process. If the fuser roller does not heat up, then you should look for a blown fuse. Another common problem with the fuser assembly is a pressure roller contaminated with toner. A contaminated pressure roller will cause black specks to appear on the back of a printout. Cleaning the fuser rollers with a soft cloth and alcohol can occasionally resolve this problem; the cleaning should be performed after the rollers are allowed to cool briefly. Defective feed rollers can cause multiple sheets of paper to be fed simultaneously, sometimes resulting in a feed jam. Defective feed rollers can also cause the image to be compressed or expanded vertically. The transfer corona is a wire that transfers an attractive electrostatic charge to paper so that toner will transfer from the drum to the paper. Failure to keep the transfer corona clean can result in faded printouts. A laser printer's photosensitive drum has a cylindrical surface that is struck by laser light. The light writes a path on the drum and leaves an electrical charge wherever it strikes the drum, eventually placing the image of an entire page on the drum. If the drum is scratched or otherwise damaged, then the image that appears on paper will not match the page that was supposed to be printed. Running stapled paper through a laser printer can damage the drum and cause vertical lines to appear on the printout. Smeared images can also be caused when you use an incorrect paper type. Always keep in mind that you should check the obvious first when troubleshooting a printer. If the printer is not printing, you should make sure it is plugged in and turned on. You should also make sure that it has paper. Most technicians can tell you stories about how they were called in for troubleshooting an issue that had a very obvious fix. Also, keep in mind that some internal components should only be replaced by individuals who are experienced in repairing printers. These printer technicians are usually employed by the vendor from which you purchased the printer.

A user contacts you stating that his laptop is making a weird buzzing noise. When you examine the laptop, you notice that the buzzing noise is coming from the bottom of the display assembly. Which device should you probably replace?

The inverter board Explanation: Explanation You should probably replace the inverter board in the display assembly. The buzzing noise can be a sign that the inverter board is failing. When the inverter board fails, the image on the screen will be dim or dark, even when you adjust the brightness settings. One good test for video display problems with a laptop is to connect the laptop to an external monitor. If the external display is good, then the internal video card is not the problem. The problem is most likely caused by the inverter or the backlight. The backlight can also be the source of dimming problems. However, when you have problems with the backlight, the dimming occurs gradually. Often, the only way to tell whether the inverter or backlight is the problem is to test the inverter with a multimeter. The inverter is easier to replace than the backlight. None of the other devices usually makes a buzzing noise when failing. In addition, the motherboard and hard drive are not located in the display assembly. A failing hard drive may make a grinding noise. Strange noises can also be caused when a cable is improperly routed and is hitting an internal fan or when a fan is beginning to fail. You should also pay attention to any smells coming from your computer, particularly burning smells. You should always inspect a computer internally if a burning smell is coming from your computer. For the A+ exam, you need to understand how to troubleshoot the following video and display symptoms: VGA mode - This symptom is usually caused when a video card is configured for higher resolution than the monitor supports or when an incompatible device driver is installed. If it is a resolution issue, you will need to lower the resolution settings to one supported by the monitor. If it is a driver issue, you will need to download and install the latest device driver for the installed video card. VGA mode is referred to as low resolution in Windows Vista and Windows 7. No image on screen - This problem is usually caused by a dead monitor or no signal being received from the computer. First, you should try the obvious by making sure that the monitor is plugged in to the wall outlet and turned on. Then you should make sure that the monitor is properly connected to the computer. If the problem still exists, replace the existing monitor with a known-good monitor. If this does not fix the problem, replace the video card with a known-good video adapter. Overheat shutdown - If the video card is overheating, the image on the display may appear garbled or flicker. It may even stop operation all together. Once it cools, the display will work again. Often, cleaning out the inside of the computer case will remove the debris that is causing the overheating. Also, make sure that all internal fans are operational and fully functional. If problems persists, you should replace the adapter with a known-good card. If the monitor is overheating, you will likely need to replace the monitor because repairs to monitors should only be done by properly trained technicians. Dead pixels - Two types of pixel issues exist: stuck pixels or dead pixels. Stuck pixels have a fixed color and never change. Dead pixels are black. While the monitor can be repaired, only trained technicians should work on monitors. Replace the monitor with a known-good unit. If the monitor is under warranty, you should contact the manufacturer. Artifacts - While this visual abnormality can be caused by any hardware component in the computer that causes data corruption, it is most often caused by the video card. Replace the video card with a known-good card. Color patterns incorrect - If the display is fine when the computer first boots but has problems after Windows loads, the problem is probably with the display settings configured in the operating system. If the display has color problems from the start of booting, you have a hardware problem. Test each component, including cabling, monitor, and video, one at a time until you discover which component is causing the problem. Dim image - This problem is usually caused by the brightness setting on the monitor. If changing the brightness setting does not fix this issue, there are different steps to take, depending on which type of monitor you have. If you have a CRT monitor, the monitor is probably dying and should be replaced. If you have an LCD monitor, the backlight is probably going bad. The backlight can be replaced without replacing the entire monitor. Flickering image - For this problem, make sure that all your cables are seated properly. If that does not fix the issue, replace the cables. Finally, this problem can be caused if the refresh rate is not compatible with the high resolution. Increase the refresh rate. Distorted image - This is usually caused by power issues. Replace the power cable. If that does not help, plug the monitor into another outlet. If the problem persists, you may need to contact building maintenance or electrical professionals because it could be an electrical issue in the office or building. Distorted geometry - If the picture displayed on a monitor has a curvature to the left and right edges, you need to adjust the geometry settings built into the monitor. Pincushion or barrel distortion is not caused by the video card. Burn-in - This occurs when the same desktop display is left on a monitor long enough to affect the function of the individual pixels within the monitor's screen. If burn-in occurs, you will have to either replace the monitor or have it repaired. To prevent burn-in, you should configure all computers to use a screen saver that changes, moves, or goes completely dim. Oversized images and icons - This is usually the result of configuring the operating system to use large images and icons. Depending on the operating system used, you would need to access the display settings and change it to using normal images and icons. This can also be affected by the resolution used. Objective: Hardware and Network Troubleshooting

You are troubleshooting a laser printer that feeds multiple sheets of paper for each page it is supposed to print. Which component could be causing the problem? (Choose two.)

The paper type The feed mechanism Explanation: Explanation Using an incorrect paper type or mixed paper types can cause a laser printer to pick up multiple sheets from its feed rollers. A dirty or worn feed mechanism can also cause multiple pages to be picked up from the paper tray. Relative humidity that is too high or too low changes the paper's physical properties, which can cause feed rollers to pull several pages at one time. High levels of humidity can cause the paper thickness to increase through moisture adsorption from surrounding air. Low levels of humidity can cause the paper to stick together through electrostatic attraction. A defective primary corona can cause image problems, such as clouded or faded printer output. If you experience faded or full printing, you should first replace the toner cartridge. If this does not fix your problem, then the primary corona is probably defective. A defective photosensitive drum can adversely affect images that appear on printed pages. For example, a defective photosensitive drum may cause extraneous markings to appear on each page. Always keep in mind that you should check the obvious first when troubleshooting a printer. If the printer is not printing, you should make sure it is plugged in and turned on. You should also make sure that it has paper. Most technicians can tell you stories about how they were called in for troubleshooting an issue that had a very obvious fix. Also, keep in mind that some internal components should only be replaced by individuals who are experienced in repairing printers. These printer technicians are usually employed by the vendor from which you purchased the printer. For the A+ exam, you should understand the following common printer symptoms and how to troubleshoot them: Streaks - This problem is usually caused by a malfunctioning fuser because the fuser is responsible for fusing the toner to the paper. Replace the fuser. In inkjet printers, this could be caused by a malfunctioning ink cartridge or dirty print head. Replace the cartridge, or clean the print head. In dot matrix printers, this is caused by a dirty print head. Clean the print head. Faded print - This is usually caused when a toner cartridge, ink cartridge, or ribbon is close to empty. You should replace the cartridge or ribbon with a new unit. Ghost images - Ghost images are light images of pages that were previously printed that are appearing on the currently printed page. This is usually caused by the erasure lamp or cleaning blade. The cleaning blade is part of the toner cartridge and is easier to replace than the erasure lamp. Try replacing it first. If it does not fix the problem, you will need to replace the erasure lamp. Toner not fused to the paper - This problem is usually caused by a malfunctioning fuser. Replace the fuser. Creased paper - This is usually caused by a paper jam. Check the printer internally to ensure that no paper jams or small scraps of paper are obscuring the paper path. Creased paper can also be caused by worn pickup rollers. Replace the pickup rollers. Pickup rollers are part of printer maintenance kits. Paper not feeding - This is usually caused by worn pickup rollers. Replace the pickup rollers. Pickup rollers are part of printer maintenance kits. Paper jam - When a paper jam occurs, you need to first completely clear the paper jam. If the paper jam continues to be a problem, you need to determine which printer part could be causing the paper jams. Check to make sure that you are using paper that is approved for the printer. Paper that is too thick will cause paper jams. Also, high humidity can cause the paper to stick together, which causes paper jams. Paper jams can also be caused by worn rollers or broken drive gears. Rollers are part of the printer's maintenance kit. If you suspect broken drive gears, you will need to contact a printer technician to replace the drive gear. If the paper jams after reaching the corona assembly, the problem could be caused by the static eliminator strip, which needs to be replaced by a printer technician. No connectivity - If this problem is with a locally attached printer, make sure that the cable is properly attached. Try replacing the cable with a new cable. If this problem is with a network printer, ping the printer to see if it is available. If you can ping the printer, you probably have an incorrect setting or driver. Garbled characters on paper - This problem is usually caused by an incorrect printer driver. Install the most up-to-date version of the correct printer driver. Vertical black lines on page - Vertical black lines are caused by scratches on the drum or dirty corona wire. If you suspect that scratches are on the drum, replace the toner cartridge. If you suspect the corona wire, try cleaning it first. If the problem still persists, replace the toner cartridge. For inkjet printers, you should try cleaning the print head or replacing the ink cartridge. Vertical white lines - Vertical white lines are caused by a dirty transfer corona wire. Clean the corona wires. The corona wire is part of the toner cartridge and can be cleaned using a brush. For inkjet printers, clean the print head. If these solutions do not work, you will need to replace the toner cartridge or ink cartridge. Backed up print queue - You can try to delete the print job from the print queue that you suspect is causing the problem. If this does not fix the problem, you will need to stop and restart the print queue. This will result in all jobs in the print queue being deleted. All users will have to resubmit their print jobs. Low memory errors - Often just turning the printer off and back on will fix this problem. If the problem persists, you could print the page at a lower resolution or change the print page so that it is less complex. If this does not fix the problem, you may try installing a different driver for the printer. You could also add more memory to the printer. Access denied - This is most often caused by the access control list (ACL) for the printer. Make sure that the user has been granted print permission. This can also be affected by print availability and print priority. Print availability is a way to set up a printer so that a particular group can print to the printer during certain times. If a user attempts to print to the printer outside of the availability times, the print job is unsuccessful. Print priority allows you to assign jobs from a particular group a higher priority. If this technique is used, jobs that have a higher priority will take precedence over other print jobs. Print availability and print priority can prevent or delay print jobs. Printer will not print - If you are sure that the printer has power and paper, you should try printing a test page. If the test page is unsuccessful, you probably have a connection issue. Replace the cabling if it is a local printer. If it is a network printer, complete network troubleshooting techniques to troubleshoot the issue. Color prints in wrong print color - This is usually the result of a dirty print head. Clean the print head first. If the problem persists, replace the toner cartridge or ink cartridge. Calibrating the cartridge may also help. Unable to install printer - If this problem occurs, the account used to install the printer probably does not have permissions to install the printer. Use an administrative-level account to install the printer. Error codes - For any error codes you are given, consult the manufacturer's documentation or website to get details on the error. Follow the manufacturer's suggested troubleshooting steps for the particular error you receive. Printing blank pages - The most often cause of this problem is that the printer is out of ink or toner. It can also be caused by clogged print nozzles in an inkjet printer. For a laser printer, the toner cartridge has sealant tape over the toner dispenser. If this tape is not removed, pages will be blank. No image on printer display - This is most often caused because the printer is unplugged or in standby mode. Objective: Hardware and Network Troubleshooting

An IT technician decides to calibrate a touchscreen monitor. Why should he do this?

To align the touchscreen's coordinates with the display Explanation: Explanation He should calibrate a touchscreen monitor to align the touchscreen's coordinates with the display. The coordinates on the screen must be close to the coordinates of the display's picture. Otherwise, the computer will not respond appropriately. The touchscreen is considered an input and output device, while monitors and other display devices are considered output devices. None of the other options explains the purpose of touchscreen calibration. Objective: Hardware

You are troubleshooting a connectivity problem on an Ethernet network that contains both NetWare and Windows servers. A Windows client cannot connect to the Internet or any network resources. However, other computers on the same subnet as the client can access network resources and the Internet. You issue the ipconfig command at the workstation and find that the IP address assigned to the system's network adapter is 169.254.184.25 and its subnet mask 255.255.0.0. This IP network and subnet are different from the IP network and subnet that other computers on the same segment are using. Which option is the most likely problem? Correct Answer: The computer selected the IP address using APIPA. Explanation: Automatic Private IP Addressing (APIPA) is a feature of Windows operating systems that enables a system to automatically self-assign an IP address when a DHCP server is not available. APIPA acts as a DHCP failover mechanism, making support easier for small local area networks. APIPA uses the Address Resolution Protocol (ARP) to select a unique IP address in the reserved address range of 169.254.0.0 to 169.254.255.255 and a subnet mask of 255.255.0.0 when no DHCP server is available. Once the system has assigned itself an IP address, it can communicate with other devices on the LAN using TCP/IP, provided the devices are either configured for APIPA or manually set to the correct address range and a subnet mask. The presence of an address in the APIPA range on a computer is a useful troubleshooting indicator, in that it will tell you that the computer is configured as a DHCP client and that the client is not able to get an address from the DHCP server for some reason. It could be either that the DHCP server is down or out of addresses, or it could perhaps indicate that the NIC on the computer is bad or unplugged. NetWare and Windows servers do not issue IP addresses to clients unless the DHCP service is running on the server. If the DCHP services were running and properly configured on one of the servers, the client would have obtained an IP address in the proper address range. It is unlikely that the client obtained the IP address from a DHCP server it found on the Internet because firewalls normally restrict DHCP requests to the local networks, and because the address is within a reserved IP address range. For the A+ exam, you must understand how to troubleshoot the following wired and wireless network symptoms: No connectivity - When there is no network connectivity, it is usually either the computer's hardware or the network hardware. Check the network cabling, the network adapter, and the configuration of the network adapter. For a wireless network, check the wireless card and its configuration. APIPA/link-local address - An Automatic Private IP Addressing (APIPA) address is used when a computer cannot communicate with a DHCP server. If a computer has been issued an APIPA address, the computer will be unable to communicate with computers that have been issued addresses by the DHCP server. In this situation, check to make sure that the DHCP server is functional and that the DHCP server has enough IP addresses for its clients' needs. Make sure that all routers function as DHCP relay agents. Finally, ensure that the computer's hardware is functional and allows it to connect to the network. A link-local address is IPv6's version of APIPA. As with APIPA, a link-local address will only allow the client computer to connect to computers and other devices on the same subnet. Limited connectivity - In this situation, a computer can connect to the network but cannot access a specific resource on the network. The problem could be because the user does not have permission to access the resource. If you can ping the resource but cannot access the resource by its host name, the DNS server could be down. The problem could lie with the remote resource. See if other computers can connect to it. Local connectivity - This problem arises when a computer can connect to local resources but not to resources outside the local subnet. This is usually due to an incorrect subnet mask, an incorrect default gateway address, or a router problem. Check the TCP/IP settings for the computer's NIC. Check the connectivity to the router. Intermittent connectivity - This problem can be hardware or software related. Check the network cable and the NIC and its settings. Ensure that the DHCP and DNS servers are fully functional. If using wireless, check for radio frequency interference (RFI). IP conflict - An IP address can be used by a single network host. If an IP address is duplicated on the network, one or possibly both the computers will not be able to communicate on the network. This problem most often occurs in situations where static IP addresses are used. You need to locate one of the computers involved in the conflict situation and change its IP address. If the computers are both using dynamic addressing, you can use the ipconfig /release command on one of the computers. Slow transfer speeds - This is usually caused by interference, incorrect cabling, a malfunctioning NIC, router misconfiguration, or switch misconfiguration. If only one client is experiencing the problem, check that computer's cabling and NIC. You only need to check for interference, router misconfiguration, or switch misconfiguration if more than one client is experiencing this problem. Low RF signal - This wireless issue occurs because radio transmissions have a limited maximum distance. This will require either moving the wireless router and wireless client so that they are closer together or increasing the signal strength. In many cases, objects can cause obstruction or interference. Performing a site survey can help you determine these issues. SSID not found - If a computer cannot find a Set Service Identifier (SSID), which is the identifier for a wireless network, then it is usually either due to the wireless access point being turned off or the SSID being changed. Try rebooting the wireless access point. Also, check the wireless access point to ensure that it is using the same SSID. Objective: Hardware and Network Troubleshooting

You are troubleshooting a connectivity problem on an Ethernet network that contains both NetWare and Windows servers. A Windows client cannot connect to the Internet or any network resources. However, other computers on the same subnet as the client can access network resources and the Internet. You issue the ipconfig command at the workstation and find that the IP address assigned to the system's network adapter is 169.254.184.25 and its subnet mask 255.255.0.0. This IP network and subnet are different from the IP network and subnet that other computers on the same segment are using. Which option is the most likely problem? Correct Answer: The computer selected the IP address using APIPA. Explanation: Automatic Private IP Addressing (APIPA) is a feature of Windows operating systems that enables a system to automatically self-assign an IP address when a DHCP server is not available. APIPA acts as a DHCP failover mechanism, making support easier for small local area networks. APIPA uses the Address Resolution Protocol (ARP) to select a unique IP address in the reserved address range of 169.254.0.0 to 169.254.255.255 and a subnet mask of 255.255.0.0 when no DHCP server is available. Once the system has assigned itself an IP address, it can communicate with other devices on the LAN using TCP/IP, provided the devices are either configured for APIPA or manually set to the correct address range and a subnet mask. The presence of an address in the APIPA range on a computer is a useful troubleshooting indicator, in that it will tell you that the computer is configured as a DHCP client and that the client is not able to get an address from the DHCP server for some reason. It could be either that the DHCP server is down or out of addresses, or it could perhaps indicate that the NIC on the computer is bad or unplugged. NetWare and Windows servers do not issue IP addresses to clients unless the DHCP service is running on the server. If the DCHP services were running and properly configured on one of the servers, the client would have obtained an IP address in the proper address range. It is unlikely that the client obtained the IP address from a DHCP server it found on the Internet because firewalls normally restrict DHCP requests to the local networks, and because the address is within a reserved IP address range. For the A+ exam, you must understand how to troubleshoot the following wired and wireless network symptoms: No connectivity - When there is no network connectivity, it is usually either the computer's hardware or the network hardware. Check the network cabling, the network adapter, and the configuration of the network adapter. For a wireless network, check the wireless card and its configuration. APIPA/link-local address - An Automatic Private IP Addressing (APIPA) address is used when a computer cannot communicate with a DHCP server. If a computer has been issued an APIPA address, the computer will be unable to communicate with computers that have been issued addresses by the DHCP server. In this situation, check to make sure that the DHCP server is functional and that the DHCP server has enough IP addresses for its clients' needs. Make sure that all routers function as DHCP relay agents. Finally, ensure that the computer's hardware is functional and allows it to connect to the network. A link-local address is IPv6's version of APIPA. As with APIPA, a link-local address will only allow the client computer to connect to computers and other devices on the same subnet. Limited connectivity - In this situation, a computer can connect to the network but cannot access a specific resource on the network. The problem could be because the user does not have permission to access the resource. If you can ping the resource but cannot access the resource by its host name, the DNS server could be down. The problem could lie with the remote resource. See if other computers can connect to it. Local connectivity - This problem arises when a computer can connect to local resources but not to resources outside the local subnet. This is usually due to an incorrect subnet mask, an incorrect default gateway address, or a router problem. Check the TCP/IP settings for the computer's NIC. Check the connectivity to the router. Intermittent connectivity - This problem can be hardware or software related. Check the network cable and the NIC and its settings. Ensure that the DHCP and DNS servers are fully functional. If using wireless, check for radio frequency interference (RFI). IP conflict - An IP address can be used by a single network host. If an IP address is duplicated on the network, one or possibly both the computers will not be able to communicate on the network. This problem most often occurs in situations where static IP addresses are used. You need to locate one of the computers involved in the conflict situation and change its IP address. If the computers are both using dynamic addressing, you can use the ipconfig /release command on one of the computers. Slow transfer speeds - This is usually caused by interference, incorrect cabling, a malfunctioning NIC, router misconfiguration, or switch misconfiguration. If only one client is experiencing the problem, check that computer's cabling and NIC. You only need to check for interference, router misconfiguration, or switch misconfiguration if more than one client is experiencing this problem. Low RF signal - This wireless issue occurs because radio transmissions have a limited maximum distance. This will require either moving the wireless router and wireless client so that they are closer together or increasing the signal strength. In many cases, objects can cause obstruction or interference. Performing a site survey can help you determine these issues. SSID not found - If a computer cannot find a Set Service Identifier (SSID), which is the identifier for a wireless network, then it is usually either due to the wireless access point being turned off or the SSID being changed. Try rebooting the wireless access point. Also, check the wireless access point to ensure that it is using the same SSID. Objective: Hardware and Network Troubleshooting

A user complains that the pointer movement on his laptop computer is very erratic. What should you do?

djust the touchpad sensitivity. Explanation: Explanation You should first try to adjust the touchpad sensitivity. Often, adjusting the sensitivity of the touchpad can reduce erratic behavior, including random mouse movement. If that does not work, you should clean the touchpad. If that still does not resolve the issue, you should try removing and reinstalling the touchpad drivers. If the issue still remains, the touchpad needs to be replaced. A touchpad is often referred to as a Human Interface Device in Device Manager. None of the other options is correct. If the pointer is behaving erratically, rebooting the computer will probably not resolve the problem because it does not change any settings. Laptop computers do not have touch screens. Tablet PCs have touch screens. If the pointer on a Tablet PC is acting erratically, you should calibrate the touch screen. Attaching an external mouse to the laptop is not an appropriate step because this will not attempt to determine if the problem is the touchpad, its settings, or its software. For the A+ exam, you need to be familiar with the following common symptoms for laptops and other mobile devices: No display --This is most often caused when the display is dimmed via the controls or when the display has been sent to the external device. Try changing the screen dimness, or use the appropriate function key to cycle through the different display options. If neither of these solutions fixes the problem, you could have a failed backlight or inverter, which are both internal components that will need to be replaced to troubleshoot the problem. For an iPhone or iPad that has dimmed or turned black, you should press and hold down the Sleep/Wake button and the Home button simultaneously for at least 10 seconds. This should soon display the Apple logo on the black background. For Android tablets and smartphones, you must take off the back cover, reseat your battery, and then charge your phone for a few hours. However, just like the blue screen of death on PC-based devices, Android can have the same issue. If this is the case, you will have to remove the SIM card and battery and leave them out for 5-10 seconds. At this point, you need to charge the battery, as well. Finally, sometimes you may have to perform a hardware factory reset. This process will permanently remove the customer's data from the device. Make sure to back up all personal data to a computer or to the cloud. To perform a hardware factory reset, you would press and hold the Volume Up, Power, and Home keys simultaneously and select Factory reset/wipe data using the volume keys. Then you would press the Power key to start the hardware factory reset. Dim display - This is most often caused when the display is dimmed. Change the screen dimness to see if this fixes the problem. Also, you may need to check the switch on the laptop that tells the system that the lid is closed. If neither of these solutions resolves the problem, either the backlight or inverter could be the cause. Replace each of these components to troubleshoot the issue. Smartphones and tablets have dim screen controls in the Settings menu. On an iPhone, you can swipe up the Control Center and change the display. Android devices have apps you can download for free, such as Screen Dimmer. The dimmer feature is a great way to change the brightness of your screen and save your battery. Flickering display - This is usually caused by an incorrect video driver or low screen refresh rate. Update the driver first. If this does not resolve the problem, consult the display device manufacturer's documentation for the appropriate refresh rate. Finally, flickering can be caused by loose or bad connections. Check the internal connections for the display if none of the other solutions works. Sticking keys - Dust accumulation can cause keys to stick. In addition, most keys have a spring that can wear out. First, you should try to blow out the keyboard using compressed air. It may also be necessary to clean the individual keys. In some laptops, keys can be detached for individual cleaning. Be careful when detaching individual keys because this can damage keyboard components. If this does not fix the problem, replace the integrated keyboard or purchase an external keyboard. Spilled liquids are most often the cause of sticking keys. Intermittent wireless - This is usually caused by radio frequency interference (RFI). Research the wireless network environment. Try to minimize the obstructions between the laptop and the wireless access point. For example, microwaves and cordless phones can interrupt the flow or signal and cause disturbances to your flow and connection, so do not place routers near those types of electronics. Also, research the particular frequency in use on your wireless network to discover if you have deployed any devices that could be causing the problem. You may need to increase the signal strength on the wireless access point. Finally, the problem could be with the internal wireless card. Check the internal cable connections for the wireless card if none of the other troubleshooting techniques has solved the problem. Battery not charging - If the battery will no longer charge properly, you should totally drain the battery's power to eliminate the memory effect. If this does not solve the problem, replace the battery with a new one. However, the A+ number one rule is to always check the connection, so make sure that your plug snuggly fits on the charging device. Loose or disconnected cables can be frustrating, so do not eliminate that step when troubleshooting. Ghost cursor/pointer drift - This usually occurs when the track pad is too sensitive. You can change the sensitivity settings to see if this fixes the problem. If the problem still exists, you should try installing the latest driver for the touch pad. Finally, you could disable the touch pad and connect an external mouse. You can also search Google for the Phantom Cursor to troubleshoot various devices. No power - This is usually caused when you are no longer connected to an external power source and the battery has been depleted. Make sure that the laptop is plugged in to a functional external power source. Plug the laptop into a power source and allow the battery to recharge. You may also want to reconfigure the power settings to ensure that certain devices are not enabled when you are working using battery. Num Lock indicator lights - To enable or disable the number lock function, you may need to press a single Num Lock key or use a function key combination. Read the laptop vendor's documentation to learn the appropriate way to enable and disable the number lock function. If the number lock function is disabled, you will notice that the cursor moves around when you use the number keys instead of numbers being entered on the screen. If your keyboard has calculator type keys built in, you will need to enable Num Lock to use the calculator as desired. No wireless connectivity - This is usually caused when the wireless device has been disabled. Read the laptop vendor's documentation to learn the appropriate function key combination that can be used to enable/disable wireless. The device can also be disabled in Device Manager. If neither of these solutions fixes the problem, you should check the wireless card to make sure that it is seated properly and attached to the antenna. Replacing the wireless card or antenna may be necessary. For most mobile devices, you simply need to make sure that Wi-Fi is enabled or turned on. You also may need to make sure that Airplane Mode is turned off. Airplane Mode disables several features, including WiFi. No Bluetooth connectivity - This is usually caused when Bluetooth has been disabled. Read the laptop vendor's documentation to learn the appropriate function key combination that can be used to enable/disable Bluetooth. If this does not fix the problem, you should check the wireless card to make sure that it is seated properly and attached to the antenna. Replacing the wireless card or antenna may be necessary. For mobile devices, you probably only need to make sure that Bluetooth is enabled. As with Wi-Fi, Airplane Mode disables Bluetooth on most devices. Cannot display to external monitor - This is most often caused when the display has been sent to the internal. Use the appropriate function key to cycle through the different display options. If this does not fix the problem, you should check the cabling to the external monitor. For some displays, you will also need to make sure that that display device itself is set to the appropriate source. Touchscreen nonresponsive - This is most often caused by a dirty screen. First, remove any screen protectors and try to clean the touchscreen. If that does not work, reboot the device. If the problem persists, the screen may need to be repaired or replaced. Keeping your screens clean, dust-free, and protected will extend the life of your tablet or laptop screen. Remember that they are very fragile, so you should handle them with care. Apps not loading - First, you should make sure that your app and the device operating system is updated. Next, ensure that your firewall isn't configured to block the app. You could then synchronize the license for the app. As a last resort, try removing and reinstalling the app. Slow performance - This is usually caused by too many apps running in the background. Stop any unneeded apps from running. If this does not resolve your issue, reboot the device. Finally, it could be that the drive in your device is reaching its storage capacity. If that is the case, you will need to remove some data and/or apps and possibly back up unused files to an external backup device, like a server or an external hard drive. Unable to decrypt email - This is usually caused by a missing or expired key or certificate. Make sure the appropriate key or certificate is installed. It may be necessary to restore them from backup. It also could be that the device is configured to not allow encrypted email. If this is the case, then you need to enable encrypted email. Extremely short battery life - Always try completely draining and recharging the battery first. If the battery continues to only have a short life, you need to replace the battery. For mobile devices, you may try changing battery settings through the Control Panel or Settings. Overheating - If your mobile device overheats, try removing the protective case that you have it in. Other solutions are to remove the device from direct sunlight, shut down apps you are not using, or buy a glare screen and turn down the brightness. Finally, turn your mobile device off or put it in Airplane Mode when not in use. Frozen system - First, try plugging the mobile device into a power supply. Then you should try to power down or restart the device the normal way. If that is not possible, then remove the battery for a few seconds. Next, you should delete the app that is causing the device to freeze. As a last resort, reset the device to the factory defaults. For an Apple mobile device, another possible solution is to restore the device using iTunes. You can also consult the manufacturer's website or device documentation on how to reset the device. No sound from speakers - This is most often caused by the sound being muted or the device being in silent or vibrate mode. If that does not fix the problem, try adjusting the volume. As a last resort, reboot the device. If you are using Bluetooth speakers, remove the device through Settings, re-add the speakers, and resync. GPS not functioning - First, you should ensure that the GPS function is enabled. If that is not the problem, reboot the device. Then try turning location services off and then back on. Finally, you could perform a GPS reset. Swollen battery - Swollen batteries are an explosion or leaking hazard and should be replaced immediately. Swollen batteries are usually found in devices like laptops and mobile devices that use lithium batteries. Batteries can become swollen due to manufacturing defects or by not using the right charger. Lithium-ion batteries do not like to be overcharged because there is no place for the gasses in the overheated cells to go. The overheated batteries expand, swell, and appear warped. Always replace swollen batteries. When troubleshooting a laptop computer, it may be necessary to draw a diagram of your laptop as you disassemble it for when you replace internal parts. It is very important that all technicians follow the proper procedure to ensure that the laptop can be reassembled properly. Always document and label the cable and screw locations for the computer. Organize and label all the internal parts to ensure that they are replaced properly. When issues arise, always refer to the manufacturer's documentation or resources. Use the appropriate hand tools during the disassembly/reassembly process. Objective: Hardware and Network Troubleshooting

George, a user, is having trouble connecting to network resources, including shared folders on the local network and Internet resources. Yesterday, he was able to connect with no problems. You need to ensure that he can connect to these resources. Which tool should you use FIRST?

ipconfig Explanation: Explanation You should first use ipconfig to start the troubleshooting process. Because he could connect to the resources yesterday, it is most likely that the TCP/IP configuration is incorrect. The ipconfig tool will display the TCP/IP settings. Device Manager should be used to view the status and configuration of hardware devices. My Network Places can be used to browse for network resources. In this scenario, you need to discover why the user cannot access resources. Using My Network Places, you would not be able to discover the cause of or fix the problem. Control Panel is used to manage Windows operating system devices and settings. You can use it to install and configure devices and applications. For the A+ exam, you need to understand the following command-line tools: Ping - Uses ICMP to test connectivity between two devices Ipconfig/ifconfig - Displays the TCP/IP configuration of a device. You should be familiar with its switches, including the /all, /release, /registerdns, /renew, and /flushdns switches. The ifconfig is the Unix/Linux equivalent of ipconfig. Tracert - Traces the path a packet traverses through a network. It displays the name and IP address of every single device through which the packet passes. Netstat - Displays what ports are listening on a TCP/IP device Nbtstat - Displays NetBIOS information Net - A powerful Windows command. The net use subcommand allows you to view what is currently shared. Research the various ways you can use the net command. Netdom - Joins a computer to a Windows domain, manages computer accounts on a Windows domain, and establishes trust relationships between Windows domains. It is available by default with Windows 8 and later. Nslookup - Queries the Domain Name System (DNS) to obtain domain name or IP address mapping or for any other specific DNS record. Objective: Hardware and Network Troubleshooting

You are the network administrator for your company's network. All servers run Windows Server 2008. All workstations run Windows 8. The network diagram is shown in the following exhibit: Which command should you run from Server B to determine whether the default gateway address is properly configured?

ipconfig /all Explanation: Explanation The ipconfig /all command lists all the TCP/IP configuration parameters for the computer on which it is run. This includes the default gateway address for the Server B network. By examining the output from ipconfig /all, you will be able to determine if the configured default gateway address is correct. This command displays the IP address, default gateway, subnet mask, MAC address, and other networking data. The ipconfig /renew command renews all IP addresses for all adapters on the network. It is often used with the ipconfig /release command to obtain a new IP address from DHCP. The ipconfig 129.68.0.1 and ipconfig ServerB commands both have an invalid command-line argument. For the A+ exam, you need to understand the following command-line tools: Ping - Uses ICMP to test connectivity between two devices Ipconfig/ifconfig - Displays the TCP/IP configuration of a device. You should be familiar with its switches, including the /all, /release, /registerdns, /renew, and /flushdns switches. The ifconfig is the Unix/Linux equivalent of ipconfig. Tracert - Traces the path a packet traverses through a network. It displays the name and IP address of every single device through which the packet passes. Netstat - Displays what ports are listening on a TCP/IP device Nbtstat - Displays NetBIOS information Net - A powerful Windows command. The net use subcommand allows you to view what is currently shared. Research the various ways you can use the net command. Netdom - Joins a computer to a Windows domain, manages computer accounts on a Windows domain, and establishes trust relationships between Windows domains. It is available by default with Windows 8 and later. Nslookup - Queries the Domain Name System (DNS) to obtain domain name or IP address mapping or for any other specific DNS record. Objective: Hardware and Network Troubleshooting

Users are having trouble accessing a server. You want to view the server's DNS entry on the DNS server. Which command should you use?

nslookup Explanation: Explanation You should use the nslookup command to view the server's DNS entry on the DNS server. The nslookup command has two modes: interactive and non-interactive. If you only need to obtain one piece of information, you should use non-interactive mode. Otherwise, interactive mode is probably best. This command can be used to resolve a remote host's name to its IP address.

Aaron has been hired as the new PC repair technician. He has a motherboard that has a Socket AM3+. He has two different Socket AM3 CPUs that have lost their original packaging. What should Aaron do? (Choose all that apply.)

nstall one of the AM3 processors into the AM3+ socket. Explanation: Explanation Aaron should install one of the AM3 processors into the AM3+ sockets because they are completely compatible. AM3 processors include the Phenom II, Athlon II, Sempron, and Opteron 138x. AM3+ processors include the Phenom II, Athlon II, FX, and Opteron 3000.You cannot remove the AM3+ socket from the motherboard. Sockets are permanent parts of a motherboard and cannot be replaced. You should not purchase a new motherboard or a new CPU because an AM3 processor can be plugged into an AM3+ socket. However, an AM3+ processor cannot be plugged into an AM3 socket. Socket AM3 fits AMD processors and has 940 holes in the socket, supporting CPUs up to 938 pins. AM3 is a PGA style that succeeded Socket AM2+ and supports DD3 SDRAM. Socket AM3+ is a modification of the AM3 Socket and designed for CPUs that use the AMD bulldozer architecture, which retains its compatibility with AM3. The main difference is that it has 942 pins in the socket. Again, they only support DDR3 SDRAM, which makes them incompatible with AM2 and 2+ sockets. Other AMD sockets for desktop computers are Socket FM1, FM2 and FM3. They use a PGA-ZIF socket and were released between 2011 and 2014 to support DDR3 memory but are incompatible with AM2, 3 and 3+ due to them only having 905 contacts and supporting only the AMD early A series. Objective: Hardware

A user complains that his internal wireless network card in his laptop is no longer functioning. After troubleshooting, you decide to replace the wireless network card. You replace the wireless network card with the same model as the old card. You connect the internal antenna cables. You then reboot the computer. What should you do next?

nstall the latest drivers for the wireless card. Explanation: Explanation You should install the latest drivers for the wireless card. This will ensure that the computer has the most up-to-date drivers to ensure that all functions are supported. Make sure to attach the internal antenna cables. If they are not attached properly, the functionality of the wireless card will be limited. Internal wireless adapters in a laptop use the mini-PCI technology. You should not flash the BIOS unless you install a new technology that the old BIOS version does not support. Because the wireless card is the same model as the old one, a BIOS upgrade is probably not needed. Flashing the BIOS is necessary if you upgrade internal components to technologies that are not supported by the current BIOS version. You should not connect to the wireless network until you make sure that the drivers are up to date. You should not need to configure the wireless network settings. After properly installing the network card, the wireless network should be detected. If you replace an internal laptop component, whether it is a wireless card or a keyboard, with a known good device, you should always make sure that all connections are properly configured. A single missing connection can cause the new component not to function. When you upgrade internal components, especially the motherboard, you need to make sure to reconnect the internal components properly. This includes seating the processor and RAM properly and connecting all internal wires and cables. You may need to make note of the internal configuration before detaching any internal wires, cables, or components. For example, if you replace the processor and it is not seated properly, the computer will not fully boot. If you do not attach the internal antenna to the wireless card, the wireless card will not be capable of transmitting long distances. If you do not fully seat the keyboard cable, all or part of the keyboard may not function correctly. If you incorrectly attach the power LED to the motherboard, the power light will not turn on. Reversing the polarity of the power LED will fix this problem. For the A+ exam, you must understand how to troubleshoot the following wired and wireless network symptoms: No connectivity - When there is no network connectivity, it is usually either the computer's hardware or the network hardware. Check the network cabling, the network adapter, and the configuration of the network adapter. For a wireless network, check the wireless card and its configuration. APIPA/link-local address - An Automatic Private IP Addressing (APIPA) address is used when a computer cannot communicate with a DHCP server. If a computer has been issued an APIPA address, the computer will be unable to communicate with computers that have been issued addresses by the DHCP server. In this situation, check to make sure that the DHCP server is functional and that the DHCP server has enough IP addresses for its clients' needs. Make sure that all routers function as DHCP relay agents. Finally, ensure that the computer's hardware is functional and allows it to connect to the network. A link-local address is IPv6's version of APIPA. As with APIPA, a link-local address will only allow the client computer to connect to computers and other devices on the same subnet. Limited connectivity - In this situation, a computer can connect to the network but cannot access a specific resource on the network. The problem could be because the user does not have permission to access the resource. If you can ping the resource but cannot access the resource by its host name, the DNS server could be down. The problem could lie with the remote resource. See if other computers can connect to it. Local connectivity - This problem arises when a computer can connect to local resources but not to resources outside the local subnet. This is usually due to an incorrect subnet mask, an incorrect default gateway address, or a router problem. Check the TCP/IP settings for the computer's NIC. Check the connectivity to the router. Intermittent connectivity - This problem can be hardware or software related. Check the network cable and the NIC and its settings. Ensure that the DHCP and DNS servers are fully functional. If using wireless, check for radio frequency interference (RFI). IP conflict - An IP address can be used by a single network host. If an IP address is duplicated on the network, one or possibly both the computers will not be able to communicate on the network. This problem most often occurs in situations where static IP addresses are used. You need to locate one of the computers involved in the conflict situation and change its IP address. If the computers are both using dynamic addressing, you can use the ipconfig /release command on one of the computers. Slow transfer speeds - This is usually caused by interference, incorrect cabling, a malfunctioning NIC, router misconfiguration, or switch misconfiguration. If only one client is experiencing the problem, check that computer's cabling and NIC. You only need to check for interference, router misconfiguration, or switch misconfiguration if more than one client is experiencing this problem. Low RF signal - This wireless issue occurs because radio transmissions have a limited maximum distance. This will require either moving the wireless router and wireless client so that they are closer together or increasing the signal strength. In many cases, objects can cause obstruction or interference. Performing a site survey can help you determine these issues. SSID not found - If a computer cannot find a Set Service Identifier (SSID), which is the identifier for a wireless network, then it is usually either due to the wireless access point being turned off or the SSID being changed. Try rebooting the wireless access point. Also, check the wireless access point to ensure that it is using the same SSID. Objective: Hardware and Network Troubleshooting