Operational Procedures

You have downloaded open-source software onto your personal laptop. Which of the following statements are true regarding open-source licenses? (Choose two.) A. You can modify the application in any way you'd like. B. You do not need to pay for the application. C. You can make changes only to the applications that are approved by the originator. D. You pay a fee for every user of the application.

A, B. Open-source software is free: not only is the application free, but the source code (code used by programmers) is also shared to encourage others to contribute to the future development and improvement of the application. Open-source software can't be sold, although it can be bundled with commercial products that are sold. Contrast open source with commercial licenses, where you pay per user and can't modify the program except for as allowed by the developer.

You are purchasing new spreadsheet software for your company. Your manager has instructed you to ensure that you purchase enough licenses for everyone in the office to use the product. What type of license will you likely purchase, designed for large groups of users? (Choose two.) A. Corporate B. Single user C. Concurrent D. Shareware

A, C. Shareware generally does not require licensing, and payment may be handled via the honor system. But shareware is generally not a good choice for a corporate environment where you depend on the software. A single user license is good for only one user. You could buy a lot of single user licenses, but that is generally more expensive than buying a concurrent or corporate license. Corporate and concurrent licenses are designed for large groups of users.

You are moving computer equipment from an old office to a new office. Which of the following are good personal safety measures to follow to avoid injuries? (Choose two.) A. Bend at the knees and lift with your legs. B. Bend at the waist and lift straight up. C. Observe weight limitations and lift with a partner if needed. D. When lifting, lift objects as high as possible to avoid running into things.

A, C. The muscles in the lower back aren't nearly as strong as those in the legs or other parts of the body. Whenever lifting, you want to reduce the strain on those lower-back muscles as much as possible. To do that, bend at the knees and lift with your legs. Also observe weight limitations and partner-lift if needed. Better yet, partner lift and use a cart to move the item. Also, keep objects close to your body and at waist level to minimize stress on your body.

You are practicing appropriate safety procedures as you fix computers. Which of the following are times you should wear an ESD strap? (Choose two.) A. When working inside a desktop case B. When working inside a power supply C. When working inside a CRT monitor D. When working inside a laptop case

A, D. To use the ESD strap, you attach one end to an earth ground (typically, the computer case) and wrap the other end around your wrist. This strap grounds your body and keeps it at a zero charge. Never wear an ESD strap if you're working inside a monitor or inside a power supply. If you wear one while working on the inside of these components, you increase the chance of getting a lethal shock.

You are troubleshooting a laptop with a video problem. According to troubleshooting theory, there are two immediate steps you can take after testing the theory to determine cause. What are those two steps? (Choose two.) A. Determine next steps to resolve the problem. B. If necessary, conduct external or internal research based on symptoms. C. Question the user and identify user changes to the computer. D. Reestablish new theory or escalate.

A, D. When testing your theory, there are two logical outcomes. One is that your theory is correct, and you can determine the next steps to solve it. The other is that you are incorrect, and you need to reestablish a new theory or escalate the issue to someone better equipped to handle the situation. Troubleshooting theory for the A+ exam consists of six steps: identify the problem; establish a theory of probable cause; test the theory to determine cause; establish a plan of action to resolve the problem and implement the solution; verify full system functionality and, if applicable, implement preventive measures; and document findings, actions, and outcomes.

When dealing with a customer and demonstrating proper communication techniques, what is meant by actively listening? A. Taking notes and making eye contact B. Asking many questions and moving the customer on to the important information C. Walking to the computer with the problem and starting to open it while listening D. Answering texts while listening

A. Active listening means paying attention to your customers (eye contact is good) and taking notes. Allow them to complete their statements, and avoid interrupting them. People like to know that they are being heard, and as simple an act as it is, this can make all the difference in making them feel at ease with your work.

Your company has a policy prohibiting illegal content on work computers. You have identified illegal content on a user's computer, and the workstation has been removed from the user's desk. What is the right next step in the incident response process? A. Document the situation. B. Notify the proper authorities. C. Follow the chain of custody. D. Delete the illegal material.

A. After the device or data has been properly secured and preserved, document everything that could be relevant to the situation. Many companies have standard documentation that is used in incident response in order to be sure that the responder captures important information and does not forget to ask critical questions or look for vital clues.

You are transporting several sticks of RAM and a few video cards from one of your offices to another. Which safety device should you use to help avoid electrically damaging the components? A. Antistatic bags B. ESD strap C. ESD mat D. Rubber gloves

A. Antistatic bags are important tools to have at your disposal when servicing electronic components because they protect the sensitive electronic devices from stray static charges. By design, the static charges collect on the outside of these silver or pink bags rather than on the electronic components. Unlike antistatic mats, antistatic bags do not "drain" the charges away, and they should never be used in place of an antistatic mat. But while mats are designed to be stationary on a bench, bags are built for portability.

You are performing an audit of trip hazards at work, and you notice several cables strung across a walking path. Which of the following solutions best resolves this problem? A. A cable guard B. Cable ties C. Duct tape D. Electrical tape

A. Cables are a common cause of tripping. If at all possible, run cables through drop ceilings or through conduits to keep them out of the way. If you need to lay a cable through a trafficked area, use a cable floor guard to keep the cables in place and safe from crushing.

You have taken an old CRT monitor into a television repair shop. The technician opens the back of the monitor and prepares to discharge the capacitors. What tool will he use to do this? A. High-voltage probe B. Multimeter C. Voltmeter D. ESD strap

A. Even though it's not recommended that you repair monitors without specific training, the A+ exam may test your knowledge of the safety practices to use if you ever you need to do so. If you have to open a monitor, you must first discharge the high-voltage charge on it by using a high-voltage probe. This probe has a very large needle, a gauge that indicates volts, and a wire with an alligator clip. Do not use an ESD strap when discharging the monitor; doing so can lead to a fatal electric shock.

You are training a new group of technicians on power issues. One asks what the difference is between a brownout and a blackout. What should you tell him? A. A blackout is a complete power loss, and a brownout is a drop in power without power loss. Both can damage electrical components. B. A blackout is a complete power loss, and a brownout is a drop in power without power loss. Neither one damages electrical components. C. A brownout is a complete power loss, and a blackout is a drop in power without power loss. Both can damage electrical components. D. A brownout is a complete power loss, and a blackout is a drop in power without power loss. Neither one damages electrical components.

A. Having too little power, such as when a blackout (a complete loss of power) occurs, can wreak havoc on electrical circuits. Power blackouts are generally easy to detect. Power sags without a complete loss, called a brownout, are also very damaging to electrical components but oftentimes go unnoticed.

Your company has a policy prohibiting illegal content on work computers. You have identified illegal content on a company-owned workstation. What is your next step? A. Get a verifier. B. Report through proper channels. C. Ask the user to delete the material. D. Preserve the data or device.

A. If you have your policy in place, then your incident response plan should be relatively scripted. Your first priority as the first responder is to identify the improper activity or content. Then you should always get someone else to verify the material or action so that it doesn't turn into a situation of your word against someone else's. Immediately report the situation through proper channels

You are troubleshooting problems in a client's office, and the client starts arguing with you as to what the problem is. What should you do? A. Avoid arguing and becoming defensive. B. Argue back to prove that you are correct. C. Tell the client that they are making you uncomfortable and leave immediately. D. Tell the client that if they know so much, they can fix it themselves. Then leave.

A. In difficult situations, it can be challenging to keep a level head. It's important to do so, and avoid arguing and becoming defensive. Many times, clients are frustrated because things are not working as they should. Sometimes they will take their frustration out on you. Keep a level head and work to resolve the problem.

You fixed a customer's laptop about three days ago. Which of the following demonstrates proper communication techniques and professionalism? A. Call the customer to see whether she is satisfied with the repair. B. Post "Another satisfied customer!" on your social media sites with a picture of her office building. C. Provide an accurate bill for services provided. D. Call the customer and ask if she has additional work you can do.

A. Set and meet—or exceed—expectations and communicate timelines and status. After resolving a customer's issue, follow up with them to ensure that they were satisfied with the services provided. The follow-up shows professionalism and may earn you future business.

You are installing a server for a small company. They want to be sure that the server can be shut down properly in the event of a blackout, so they don't lose data. Which device should you recommend they plug the server into? A. UPS B. Voltage conserver C. Surge protector D. Power strip

A. The best device for power protection is called an uninterruptible power supply (UPS). These devices can be as small as a brick or as large as an entire server rack. Inside the UPS is one or more batteries and fuses. Much like a surge suppressor, a UPS is designed to protect everything that's plugged into it from power surges. UPSs are also designed to protect against power sags and even power outages. Energy is stored in the batteries, and if the power fails, the batteries can power the computer for a period of time so that the administrator can then safely power it down.

You are troubleshooting a MacBook Pro and have identified the problem. According to troubleshooting theory, which step should you take next? A. Establish a theory of probable cause. B. Question the user and identify user changes to the computer. C. Test the theory to determine cause. D. Establish a plan of action to resolve the problem and implement the solution.

A. Troubleshooting theory for the A+ exam consists of six steps: identify the problem; establish a theory of probable cause; test the theory to determine cause; establish a plan of action to resolve the problem and implement the solution; verify full system functionality and, if applicable, implement preventive measures; and document findings, actions, and outcomes. Questioning the user and identifying user changes is part of the first step of identifying the problem.

You have chosen to use compressed air to clean away dirt and debris from the inside of a desktop computer case. What is the recommended safety gear you should wear? A. Safety goggles and an air mask B. Safety goggles and a respirator C. Safety goggles, a respirator, and a hair net D. A biohazard suit

A. When using compressed air, particles of dirt and debris can become airborne, and they can be inhaled or get into your eyes. Always wear proper safety gear, such as safety goggles and an air mask.

You need to dispose of a chemical solvent but are unsure how to properly do so. Where will you find information on this as well as the potential dangers the solvent possesses? A. MSDS B. OSHA C. Warning label D. Bottom of the container

A. While it's possible that the disposal information and risks may be on the container somewhere, you will always find it on the product's Material Safety Data Sheet (MSDS). MSDSs include information such as physical product data (boiling point, melting point, flash point, and so forth), potential health risks, storage and disposal recommendations, and spill/leak procedures. With this information, technicians and emergency personnel know how to handle the product as well as respond in the event of an emergency.

You are discussing the placement of several new computers with one of your co-workers. Which of the following are the best places to put them? (Choose two.) A. In the corner of a room that is typically about 15 degrees warmer than room temperature B. In an open area at room temperature C. In the corner of a room that is typically about 15 degrees colder than room temperature D. In an enclosed kiosk so that no users can damage the system

B, C. Computers generally tolerate temperature and humidity levels about the same as humans do, except electronics devices do like it a bit colder. The general rule of thumb is room temperature or cooler, average humidity, and good ventilation.

You are setting up a repair shop for PCs. To reduce the risk of damaging computer components, which of the following devices should you use? (Choose two.) A. Magnetic screwdrivers B. ESD mats C. ESD straps D. A dehumidifier

B, C. It is possible to damage a device by simply laying it on a benchtop. For this reason, you should have an ESD mat in addition to an ESD strap. This mat drains excess charge away from any item coming in contact with it. ESD mats are also sold as mouse/keyboard pads to prevent ESD charges from interfering with the operation of the computer. Many ESD wrist straps can be connected to the mat, thus causing the technician and any equipment in contact with the mat to be at the same electrical potential and eliminating ESD.

You are looking for a new software application for your company's finance users, but you have a limited budget. Which of the following types of software licensing would you expect to not have to pay for? (Choose two.) A. Corporate B. Open source C. Single user D. Freeware

B, D. Freeware is an easy choice, because it's free. Opensource software is often also free, and you can modify the code free of charge as well (if you have the skills to do so). Some shareware is free, but it depends on the program. Single-user and corporate licenses generally cost money.

You are troubleshooting a Windows Vista desktop computer that appears to be having driver issues. According to troubleshooting theory, when is the appropriate time to perform backups of the system? A. After verifying full system functionality and implementing preventive measures B. Before making changes C. After documenting findings, actions and outcomes D. Before identifying the problem

B. According to troubleshooting theory, backups should be made before making changes. This is part of the first step, which is identifying the problem. In reality, it does make a lot of sense to perform backups before making major changes to a system. Just in case.

Your company has a policy prohibiting illegal content on work computers. You have seized a workstation from an employee after finding illegal content. How do you ensure that the illegal material is managed in the correct way and that it is delivered to the proper authorities? A. Use documentation. B. Follow the chain of custody. C. Drive the computer to the proper law enforcement agency. D. Remove the hard drive and preserve it in a locked safe.

B. After the device or data has been preserved, someone needs to keep track of it before it's handed over to the proper authorities. The specific next step depends on your documented chain of custody. Depending on the situation, materials may be held in a safe, locked location at the office, or they may need to be turned over to local authorities. Have a documented procedure in place to follow, given a situation. Always document the findings and who has custody of the illegal materials.

When you are working at a client's site, which of the following is the most appropriate behavior you should exhibit? A. Taking personal calls B. Taking notes and asking questions C. Visiting social media sites D. Talking to co-workers

B. Avoid distraction and/or interruptions when talking with customers. You need to make them feel that their problem is important and that it has your full attention. Distractions can include personal calls, texting or social media, talking to coworkers, and other personal interruptions. Taking notes and asking appropriate questions is part of good customer service.

You are upgrading a video card in a desktop computer. You are following appropriate safety procedures. When you open the case, what is the most common danger that you should watch out for? A. Electrical shock B. Sharp edges C. Burns D. Flying debris

B. One component that people frequently overlook is the case. Cases are generally made of metal, and some computer cases have sharp edges inside, so be careful when handling them. You can, for example, cut yourself by jamming your fingers between the case and the frame when you try to force the case back on.

A technician is troubleshooting a suspected hard drive issue. He is following the troubleshooting theory. As part of identifying the problem, what should he do? A. If necessary, conduct external or internal research based on symptoms. B. Question the user and identify user changes to the computer. C. Document findings, actions, and outcomes. D. Determine next steps to resolve the problem.

B. Part of identifying the problem is to question the user, identify user changes to the computer, and perform backups before making changes. One could argue that doing external or internal research is part of identifying the problem as well, but in A+ troubleshooting theory, that step is part of establishing a theory of probable cause. Troubleshooting theory for the A+ exam consists of six steps: identify the problem; establish a theory of probable cause; test the theory to determine cause; establish a plan of action to resolve the problem and implement the solution; verify full system functionality and, if applicable, implement preventive measures; and document findings, actions, and outcomes.

A technician is concerned that he fried some RAM with ESD. Another technician says to not worry about it if he didn't feel the shock. Which of the following statements regarding ESD is true? A. People can feel a shock of 300 volts, and it takes 3,000 volts to damage computer components. B. People can feel a shock of 3,000 volts, and it takes 300 volts to damage computer components. C. People can feel a shock of 3,000 volts, and it takes 10,000 volts to damage computer components. D. People can feel a shock of 10,000 volts, and it takes 3,000 volts to damage computer components.

B. The lowest static voltage transfer that you can feel is around 3,000 volts; it doesn't electrocute you because there is extremely little current. A static transfer that you can see is at least 10,000 volts. However, a component can be damaged with less than 300 volts!

A technician is troubleshooting a Windows 7 laptop that won't boot properly. She has established a theory of probable cause. According to troubleshooting theory, what should she do next? A. Identify the problem. B. Test the theory to determine cause. C. Establish a plan of action to resolve the problem and implement the solution. D. Document findings.

B. Troubleshooting theory for the A+ exam consists of six steps: identify the problem; establish a theory of probable cause; test the theory to determine cause; establish a plan of action to resolve the problem and implement the solution; verify full system functionality and, if applicable, implement preventive measures; and document findings, actions, and outcomes.

You are troubleshooting a difficult problem that you have never seen before. Even after an hour, you're still not sure what is causing the problem. The customer asks what's wrong. What should you tell them? A. You have no idea, and it's a hard one. This is going to be a while. B. You're not sure yet, but you're confident that you'll get it figured out soon. C. It's bad. It's really bad. You're not sure if you will ever get it fixed or not. D. Not even your escalation line could figure it out, so you're about ready to just give up.

B. When dealing with customers, it's important to maintain a positive attitude and project confidence. They are counting on you to resolve the problem!

You are installing a new piece of software on your computer, and you do not agree with terms in the EULA. Which of the following statements is true? A. You can skip the EULA and continue the installation. B. You will not be able to install the software unless you agree to the terms in the EULA. C. You can click that you agree with the EULA and then provide notes to the parts you disagree with and will not be bound to those terms. D. You can install the software but will be provided with limited functionality.

B. When you buy an application, you aren't actually buying the application. Instead, you're buying the right to use the application in a limited way as prescribed by the licensing agreement that comes with it. Don't like the terms? Too bad. No negotiation is allowed. If you don't accept the end-user license agreement (EULA), your only recourse is to return the software for a refund.

You are troubleshooting a difficult network connectivity problem. You have tested your theory to determine cause and found that you were wrong. According to troubleshooting theory, you have two choices for next steps. What are they? (Choose two.) A. Tell the user that the problem has been fixed, and document it as such. B. Verify full system functionality and document findings, actions, and outcomes. C. Escalate the issue. D. Re-establish a new theory of probable cause.

C, D. When troubleshooting an issue, a technician should never leave it unresolved. If the technician's first attempt at solving the problem failed, there are two acceptable next steps, depending on the situation and available resources. The first is to establish a new theory and test it. The second is to escalate the issue to a more experienced technician who may be able to solve it.

A user's work area is littered with debris and crumbs, and he reports that keys on his keyboard stick or sometimes make a crunching sound. What should you recommend he clean his keyboard with? A. Denatured isopropyl alcohol B. Demineralized water C. Computer vacuum D. Compressed air

C. Four major classes of fire extinguishers are available, one for each type of flammable substance: A for wood and paper fires, B for flammable liquids, C for electrical fires, and D (metal powder or NaCl [salt]) for flammable metals such as phosphorus and sodium. The most popular type of fire extinguisher today is the multipurpose, or ABC-rated, extinguisher. It contains a dry chemical powder that smothers the fire and cools it at the same time. For electrical fires (which may be related to a shorted-out wire in a power supply), make sure the fire extinguisher will work for class C fires.

You are fixing a broken printer on the second floor of your office building. When you get the printer running again, you notice that it's printing off employee paychecks. What should you do? A. Take pictures of the paychecks and post it on social media. B. Look to see how much everyone gets paid compared to what you get paid. C. Ignore the information and focus on making sure the printer is fixed. D. Text your friends and tell them that you make more than they do.

C. IT professionals often deal with confidential, private, or restricted information. Other users trust that IT professionals will treat the sensitive material as such and not spread information. Ignore the paychecks and focus on doing the job professionally.

You recently purchased software that you installed on your laptop. It worked for 30 days and now tells you that you must activate the product. What will be required to activate the software? A. EULA B. DRM C. Product key D. Open source code

C. If you buy commercial software, you will receive a product key, which you will need to enter during installation or the first time the application is opened. (Some products may let you use them on a trial basis but will then deactivate until you purchase the software and enter the key.) The product key might be emailed to you, or it could be located on the physical media if you got an installation CD-ROM or DVD.

Your company has a policy prohibiting illegal content on work computers. A user reports that another user has illegal content, and you are the first responder at the scene. What is the first step you should take as the first responder? A. Follow the chain of custody. B. Preserve the data or device. C. Identify the illegal content that violates policy. D. Ask the user to delete the material.

C. If you have your policy in place, then your incident response plan should be relatively scripted. Your first priority as the first responder is to identify the improper activity or content. Then you should always get someone else to verify the material or action so that it doesn't turn into a situation of your word against someone else's. Immediately report the situation through proper channels.

You are working on an LCD monitor that has a flickering display. Which component inside the monitor poses the biggest risk for delivering an electrical shock? A. Backlight B. Capacitors C. Inverter D. Screen

C. LCD monitors do not use capacitors like CRT monitors did. Instead, they require an inverter, which provides the high-voltage, high-frequency energy needed to power the backlight. The inverter is a small circuit board installed behind the LCD panel that takes DC power and converts (inverts) it for the backlight. Inverters store energy even when their power source is cut off, so they have the potential to discharge that energy if you mess with them.

You have several old computers that you want to dispose of. When should you do with them? A. Throw them in the trash. B. Remove the hard drives to avoid having someone steal confidential data and then throw them in the trash. C. Dispose of them in compliance with local government regulations. D. Put them at the curb for someone to take for free.

C. Most computers contain small amounts of hazardous substances, so they should be recycled by professionals who know how to deal with those dangers. Many municipalities, states, and countries have regulations in place specifying appropriate measures to enforce their proper disposal. Search the Internet for certified recycling programs near you.

While changing a laser printer toner cartridge, a technician spilled toner on a desk. What should she use to clean the mess up? A. Compressed air B. Mild soap and water C. Toner vacuum D. Denatured isopropyl alcohol

C. One unique challenge when cleaning printers is spilled toner. Getting it wet will make an inky mess. It sticks to everything and should not be blown into the air and inhaled—it's a carcinogen. Use an electronics vacuum that is designed specifically to pick up toner. A normal vacuum's filter isn't fine enough to catch all of the particles, so the toner may be circulated into the air. Normal electronics vacuums may melt the toner instead of picking it up.

You are working onsite and trying to fix a client's workstation. His computer has a defective video card, and it will take about three days to get a new one in. Which of the following is the best course of action for you to take? A. Tell him it will take three days for the video card to arrive, and you will return then to replace it. B. Tell him that the video card is dead, and it will take a week for the new one to arrive. Then when you replace it in three days, you will have over-delivered versus expectations. C. Tell him it will take three days for the video card to arrive. Offer him a loaner computer that he can use in the meantime. D. Tell him his computer is dead, and you'll be back to fix whenever you can fit it into your schedule.

C. Set and meet—or exceed—expectations and communicate timelines and status. Customers want to know what is going on. In addition, offering different repair or replacement options will usually make the customer feel better, as you are giving them an option in choosing a solution.

Your office uses five HP laser jet printers. An administrator has placed used toner cartridges in boxes and stacked them in the storage room. Which of the following statements is true regarding toner cartridge disposal? A. Toner is not harmful, but because they contain plastic, they should be recycled. B. Toner is not harmful and the cartridges are made of biodegradable plastic, so they can be thrown away. C. Toner is a carcinogen, so cartridges should be taken to an authorized recycling center. D. Toner will make a mess if it gets out of the cartridge, so to avoid making a mess, cartridges should be burned.

C. The toner itself is a carcinogen, and the cartridges can contain heavy metals that are bad for the environment. PC recycling centers will take old toner cartridges and properly dispose of them. Most toner cartridge manufacturers will also take them back for recycling.

You have opened a desktop computer case and will be upgrading the memory. To help prevent ESD, you put on an ESD strap. Where should you connect the other end? A. The RAM B. The motherboard C. The metal case D. The plastic table

C. To use the ESD strap, you attach one end to an earth ground (typically, the computer case) and wrap the other end around your wrist. This strap grounds your body and keeps it at a zero charge. This helps prevent you from accidentally frying components.

You are troubleshooting a laptop that you suspect was infected with malware. You have established your plan of action and implemented the solution. According to troubleshooting theory, which step should you take next? A. Test the theory to determine cause. B. Determine next steps to solve the problem. C. Verify full system functionality and, if applicable, implement preventive measures. D. Document findings, actions, and outcomes.

C. Troubleshooting theory for the A+ exam consists of six steps: identify the problem; establish a theory of probable cause; test the theory to determine cause; establish a plan of action to resolve the problem and implement the solution; verify full system functionality and, if applicable, implement preventive measures; and document findings, actions, and outcomes.

You need to troubleshoot a laptop computer that is having video problems. According to troubleshooting theory, what is the first step you should take? A. Establish a theory of probable cause. B. Establish a plan of action to resolve the problem and implement the solution. C. Identify the problem. D. Conduct external or internal research based on symptoms.

C. Troubleshooting theory for the A+ exam consists of six steps: identify the problem; establish a theory of probable cause; test the theory to determine cause; establish a plan of action to resolve the problem and implement the solution; verify full system functionality and, if applicable, implement preventive measures; and document findings, actions, and outcomes.

When communicating with customers, which of the following should you do? A. Use jargon and acronyms to prove your abilities. B. Interrupt and ask questions often to clarify. C. Use appropriate professional titles. D. Assume you know what the customer wants, even if it's not what they said.

C. When dealing with a customer, always display professionalism. That means avoiding slang, jargon, and acronyms; not interrupting; and clarifying what the customer wants.

You need to upgrade the RAM in a desktop computer. Which of the following should you do before beginning the procedure? A. Leave the power running. B. Put the desktop into hibernate mode. C. Turn the power off. D. Put the desktop into standby mode.

C. Whenever working inside the case, always off turn the power. There is some debate as to if you should unplug the system. Leaving it plugged in grounds the equipment and can help prevent electrostatic discharge. Many technicians swear by this method. According to the A+ objectives, though, you should disconnect power before repairing a PC.

You just got off a repair job at a customer's site, and it was difficult. To make matters worse, the customer was argumentative and difficult to work with. Which of the following should you not do? A. Document the situation in your work log. B. Try to put the experience out of your mind and focus on your next call. C. Call your manager and explain the situation. D. Post the experience on social media.

D. One of the golden rules of customer service is, don't vent about customers on social media. You never know who will read it, and regardless, it's unprofessional to air dirty laundry. Depending on the situation, it may be advisable to discuss it with your manager or simply document it and move on with your day.

You open a desktop computer case and discover some dust, particularly around the fans. What should you use to clean the fans out? A. Denatured isopropyl alcohol B. Demineralized water C. Computer vacuum D. Compressed air

D. One way to keep dust and debris out of your computer is to use an enclosure, which is basically an extra case. But if dust and debris do get inside your case, the best way to remove it is to use compressed air instead of vacuuming. Compressed air can be more easily directed and doesn't easily produce ESD damage as a vacuum could. Simply blow the dust from inside the computer by using a stream of compressed air. However, make sure to do this outside so that you don't blow dust all over your work area or yourself.

You are troubleshooting a desktop computer that is exhibiting erratic behavior. As part of establishing a theory of probable cause, what step should you take, as part of the troubleshooting process? A. Question the user and identify user changes to the computer. B. Determine next steps to resolve the problem. C. Establish a plan of action to resolve the problem. D. If necessary, conduct external or internal research based on symptoms.v

D. Part of establishing a theory of probable cause is to perform external or internal research based on symptoms. One could argue that you might also do this at any time during the troubleshooting process. Troubleshooting theory for the A+ exam consists of six steps: identify the problem; establish a theory of probable cause; test the theory to determine cause; establish a plan of action to resolve the problem and implement the solution; verify full system functionality and, if applicable, implement preventive measures; and document findings, actions, and outcomes.

Your company maintains a database of customer's names, vehicle license plate numbers, and driver's license numbers. What type of policy should your company have regarding this information? A. This information can't be used in any damaging way; therefore, no special policy is needed. B. This information is related to motor vehicle operation, and no special policy is needed. C. This information is public information, and no special policy is needed. D. This is PII and should be kept confidential and secure.

D. Personally identifiable information (PII) is anything that can be used to identify an individual person on its own or in context with other information. This includes someone's name, address, other contact information; the names of family members; and other details that people would consider private. PII should always be kept confidential and secure. Be sure that this information is properly secured and can be accessed only by authorized personnel.

You have a client who is looking to plug three workstations and monitors into a wall outlet that has only two plugs. He's looking for the least expensive solution available. What should you recommend he purchase? A. UPS B. Voltage conserver C. Surge protector D. Power strip

D. Power strips come in all shapes and sizes and are convenient for plugging multiple devices into one wall outlet. Most of them even have an on/off switch so that you can turn all the devices on or off at the same time. Don't make the mistake of thinking that power strips will protect you from electrical surges, though. If you get a strong power surge through one of these $10 devices, the strip and everything plugged into it can be fried.

You are asked to help a client who is unable to send or receive email. When you get to the client's desk, what should you do? A. Tell him that this problem is nothing and you have dealt with far worse issues today. B. Ask him what he did to break his email. C. Tell him that you would rather be working on updating the server, but you suppose you'll deal with him first. D. Clarify the scope of the problem and verify that you understand what isn't working.

D. Providing good customer service involves proper communication and professionalism. Dismissing customer problems is not good. Neither is asking accusatory questions. Clarify the scope of the problem and ask clarifying questions to ensure you understand what isn't working properly.

You are in the field replacing a defective PCI network card in a desktop computer. You realize that you forgot your ESD strap. The computer needs to be fixed quickly. What is the best way to proceed? A. Practice self-grounding by bending down to touch the ground before working on the PC B. Practice self-grounding by touching the plastic front of the case while working on the PC C. Practice self-grounding by staying in contact with the computer's desk while working on the PC D. Practice self-grounding by staying in contact with the metal part of the case while working on the PC

D. Self-grounding is not as effective as using proper anti-ESD gear, but it makes up for that with its simplicity. To self-ground, make sure the computer is turned off but plugged in. Then touch an exposed (but not hot or sharp!) metal part of the case. That will drain electrical charge from you. Better yet is if you can maintain constant contact with that metal part. That should keep you at the same bias as the case.

A technician is troubleshooting a desktop computer that he suspects has a network card problem. He has tested his theory to determine the cause of the problem. According to troubleshooting theory, which step should he take next? A. Conduct external or internal research based on symptoms. B. Document findings, actions, and outcomes. C. Verify full system functionality. D. Establish a plan of action to resolve the problem and implement the solution.

D. Troubleshooting theory for the A+ exam consists of six steps: identify the problem; establish a theory of probable cause; test the theory to determine cause; establish a plan of action to resolve the problem and implement the solution; verify full system functionality and, if applicable, implement preventive measures; and document findings, actions, and outcomes.

When dealing with a customer, which of the following demonstrates the communication technique for using proper language? A. Using jargon B. Using acronyms C. Using slang terms D. Using basic terms

D. Use proper language and avoid using jargon, abbreviations, and acronyms. Every field has its own language, and outsiders feel lost when they start hearing it. Put yourself in the position of someone not in the field and explain what is going on by using words they understand. Start off with basic terms. If the customer is tech savvy, they will usually let you know, and then you can use more advanced terms as needed.

While cleaning out an old filing cabinet, you discover a box filled with discarded batteries. What is the proper way to dispose of them? A. Burn them. B. Throw them in the trash. C. Crush them. D. Recycle them.

D. When batteries are thrown away and deposited into landfills, the heavy metals inside them will find their way into the ground. From there, they can pollute water sources and eventually find their way into the supply of drinking water. The best way to dispose of old batteries is to recycle them.

You are going to be upgrading the RAM on several desktop computers. Which of the following environmental conditions increases the risk of ESD damaging computer components? A. High temperature B. Low temperature C. High humidity D. Low humidity

D. When humidity gets to be very low, around 20 percent or lower, the risk of electrostatic discharge (ESD) increases. Remember that computer components can be damaged with as little as 300 volts, whereas humans can't feel a shock until it gets to 3,000 volts.

You are having a conversation with your manager about corporate security best practices. She asks what the company should do if users are found to have adult content or content that advocates hate crimes on their workstations. How should you answer? A. Users should be allowed to keep it if it is for personal use only. B. The company should implement a policy that forbids such material and specifies consequences for violating the policy. C. The company should not condone adult or hate crime-related content but can't legally prevent users from having it. D. The company should ignore the content that users have on their workstations.

B. Creating a policy is the most important part of dealing with prohibited content or actions. Without a policy in place that specifically defines what is and what isn't allowed and what actions will be taken when a violation of the policy occurs, you don't really have a leg to stand on when a situation happens. What is in the policy depends on the company for which you work. A good policy will also contain the action steps to be taken if prohibited content or activity is spotted. It may involve disciplinary action, termination of employment, or contacting law enforcement.

You are repairing a desktop PC and upgrading the memory. What is the most important reason that equipment grounding is an important safety procedure? A. To prevent an electrical shock to the technician B. To prevent an electrical shock from damaging components C. To prevent fire from starting inside the case D. To prevent the desktop PC from slipping off of the workspace

B. Electricity can hurt people, but it can also pose safety issues for computer components. One of the biggest concerns for components is electrostatic discharge (ESD). For the most part, ESD won't do serious damage to a person other than provide a little shock. But little amounts of ESD can cause serious damage to computer components, and that damage can manifest itself by causing computers to hang or reboot or fail to boot at all.

A user's work area is littered with debris and crumbs, and he reports that keys on his keyboard stick or sometimes make a crunching sound. What should you recommend he clean his keyboard with? A. Denatured isopropyl alcohol B. Demineralized water C. Computer vacuum D. Compressed air

B. If you spill anything on a keyboard, you can clean it by soaking it in distilled, demineralized water and drying it off. The extra minerals and impurities have been removed from this type of water, so it will not leave any traces of residue that might interfere with the proper operation of the keyboard after cleaning. The same holds true for the keyboard's cable and its connector.

When working with a customer, which of the following demonstrates proper communication technique and professionalism? A. Staring at religious artifacts hanging on the wall B. Imitating the client's accent when speaking to them C. Using the client's title when speaking to them D. Laughing at the client's choice of clothing

C. Be culturally sensitive. Some people may have a language barrier that makes it difficult to explain their problem. (Think about how much computer language you learned in your highschool language courses!) Others may have different habits or practices in their workplace. Be respectful of their world. In some cases, using the appropriate professional titles is a sign of respect, and not using them is an insult.

You are running network cables to support 20 new workstations in an office area. Which of the following is the best way to handle cable management and avoid safety issues? A. Run the cables along the floor next to the cubicle walls. B. Run the cables across the floor and duct tape them down. C. Run the cables through a raised floor or drop ceiling. D. Run the cables across the floor and use a cable guard.

C. Cables are a common cause of tripping. If at all possible, run cables through drop ceilings or through conduits to keep them out of the way. If you need to lay a cable through a trafficked area, use a cable floor guard to keep the cables in place and safe from crushing. In a pinch, and without a floor cable guard, you can use tape, such as duct tape, to secure your cables to the floor. This is recommended only as a temporary fix for two reasons. First, it's not much less of a trip hazard than just having the cables run across the floor. Second, duct tape doesn't protect the cables from being crushed if people step on them or heavy objects are moved over them.

You are troubleshooting a desktop computer that is prone to shorting out and rebooting. When you open the case, there is a layer of grime on all the internal components. When you remove the expansion cards and memory, what should you use to clean the metal contacts on the cards? A. Demineralized water B. Mild soap and water C. Denatured isopropyl alcohol D. Compressed air

C. Compressed air won't likely blow the grime away. Electronic connectors of computer equipment should never touch water. Instead, use a swab moistened in distilled, denatured isopropyl alcohol (also known as electronics or contact cleaner and found in electronics stores) to clean contacts.

A desktop computer you are working on has a failed power supply. Another technician suggests that it could just be a failed capacitor inside the power supply, and you could fix it. What should you do? A. Open the power supply, and test the capacitors with a multimeter. B. Open the power supply, and test the capacitors with a voltmeter. C. Open the power supply, and test the capacitors with an electrical probe. D. Do not open the power supply; dispose of it properly.

D. Although it is possible to open a power supply to work on it, doing so is not recommended. Power supplies contain several capacitors that can hold lethal charges long after they have been unplugged! It is extremely dangerous to open the case of a power supply. Besides, power supplies are pretty cheap. It would probably cost less to replace one than to try to fix it, and this approach would be much safer. Open a power supply only if you have been specifically trained how to repair them.

You have a set meeting time with a client to upgrade their computer. Your prior service call runs long, and you will be late to the meeting. What should you do? A. Get to your meeting as soon as you can. B. Take your time; you're already late and a few more minutes won't matter. C. Don't show up. Call the client later and tell them you were sick. D. Call the client and apologize for being late and that your last call went over. You will be there as soon as possible or can reschedule if they would prefer.

D. Be on time. If you're going to be late, be sure to contact your customer. Not doing so indicates that you think their problem isn't important.

You have several old CRT monitors that are collecting dust in a storage room. To clear out space, you decide to dispose of them. What is the proper way to do this? A. Throw them in a Dumpster. B. Smash them to bits with a hammer and then throw them in the Dumpster. C. Burn them. D. Recycle them.

D. Computer monitors (CRT monitors, not LCDs) are big and bulky, so what do you do when it's time to get rid of them? Most monitors contain several pounds of lead, as well as other harmful elements such as arsenic, beryllium, cadmium, chromium, mercury, nickel, and zinc. Take them to an authorized recycling center.

You want to install an electrical device that lets you plug in multiple devices at the same time. It should have a fuse in it so that if there is a power surge, the fuse will be blown and not the electronics plugged into it. It does not need a battery backup. What type of device do you need? A. UPS B. Power strip C. Voltage conserver D. Surge protector

D. Devices that actually attempt to keep power surges at bay are called surge protectors. They often look similar to a power strip, so it's easy to mistake them for each other, but protectors are more expensive, usually starting in the $25 range. They have a fuse inside them that is designed to blow if it receives too much current and not to transfer the current to the devices plugged into it. Surge protectors may also have plug-ins for RJ-11 (phone), RJ-45 (Ethernet), and BNC (coaxial cable) connectors.

Your company has a policy prohibiting illegal content on work computers. You have found illegal content on a user's workstation. What is the proper way to preserve the data or device? A. Ask the user to not delete the data from the device. B. Take a picture of the illegal content and email it to your manager. C. Take a picture of the illegal content and email it to yourself. D. Immediately remove the data or device from the possession of the offending user and preserve it in a safe location.

D. If you have your policy in place, then your incident response plan should be relatively scripted. After identifying illegal content, you need to preserve the device. The data or device should immediately be removed from the possession of the offending party and preserved. This will ensure that the data doesn't mysteriously disappear before the proper parties are notified.

You are about to begin troubleshooting a laptop with no display. According to troubleshooting theory, before you begin troubleshooting, what should you always consider? A. The user's feelings B. The cost associated with hardware replacement C. The implications of delivering bad news to management D. The corporate policies, procedures, and impacts before implementing changes

D. It's always good to consider the feelings of the user, such that you don't make them feel worse for a situation that they likely already feel bad about. But, the right answer is to consider corporate policies, procedures, and impacts before implementing changes. Perhaps considering user feelings should be part of the corporate policies and procedures for technicians.