socr 3

You are a desktop administrator for Nutex Corporation. A user reports that he is unable to access network resources. You notice a break in the network cable. You need to create a new network cable to connect the computer to the RJ-45 jack in the wall. What should you use to connect the end of the cable to an RJ-45 connector?

Wire crimper Explanation: Explanation A wire crimper should be used to connect the end of an Ethernet cable to an RJ-45 cable. A time-domain reflectometer is used to find the point of breakage in cables, such as Ethernet or copper cables. You can also use digital multimeter to test for breakage in copper cables. An optical tester is a tool used to measure the light signal energy emitted from an optical cable. You cannot use pliers to connect the end of a cable to an RJ-45 connector. Needle-nose pliers can be useful if you need to remove a loose screw from inside a computer case. Another helpful tool is a plastic shim or wedge, which will help you open the plastic case of an LCD screen in a laptop. Plastic screwdrivers are the best choice when working with computer equipment. Plastic screwdrivers will not conduct electricity. In addition, you may also need an extension magnet to retrieve dropped screws. 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. 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

Which type of address does a hardware vendor assign?

Physical device address Explanation: The physical device, or hardware, address is also referred to as the Media Access Control (MAC) address. A MAC address is a unique number that is assigned to a network interface card (NIC) when the card is manufactured. No two computers on a network can have the same MAC address. The Data Link layer of the OSI model uses these addresses to communicate between devices on local network segments. Although these addresses are considered permanently assigned, some protocols enable them to be changed. An example of a MAC address is 00-AA-00-62-A1-09. Objective:

You need to configure a removable storage device so the device can be removed without using the Safely Remove Hardware application. What should you do?

Optimize for quick removal. Explanation: Explanation When you remove a hot-pluggable device from a running computer without using the Safely Remove Hardware application, it is referred to as a surprise removal because the operating system is not notified of the removal in advance. You should not remove external storage devices on which write caching is enabled because it might cause data loss or corruption. To prevent data loss or corruption while removing an external storage device from a computer, you should configure the Optimize for quick removal option for the storage device. This option disables write caching on the storage device and in Windows. To configure this option, open Device Manager and click the Policies tab on the property sheet for the removable storage device. Selecting the Optimize for quick removal option allows you to remove the device without using the Safely Remove Hardware application. Windows disables write caching by default for removable storage devices that can be removed while the system is running. The Safely Remove Hardware application allows you to safely unplug or eject a hot-pluggable device from a computer. You should use the Safely Remove Hardware application to ensure a safe removal of hardware from the system. The Safely Remove Hardware application informs Windows that the user intends to remove a device so that Windows can halt data transfer to the device and unload device drivers to prevent data loss or corruption. You should not configure the Enable write caching on the disk option. This setting enables write caching to improve disk performance. This option is not available for a removable storage device. You should not configure the Optimize for performance option. This option enables write caching to improve disk performance. When you select this option, you should click the Safely Remove Hardware icon in the taskbar notification area to safely remove the external storage device to prevent data loss or corruption. You should not select the Adjust for best performance option. Windows provides several options to set the visual effects on a computer. The Adjust for best performance setting turns off all the options for visual effects and adjusts the settings for best performance. This option cannot be used to disable write caching for an external storage device to ensure that the device can be removed without using the Safely Remove Hardware application. 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

Your company employs a team of trainers who travel to remote locations to make presentations and teach classes. The team has been issued new laptops to use for those presentations and classes. Doug of Wonder Web is coming to your office to show the trainers the ports they will use to connect different devices for the presentations. Which of the following will he most likely need to demonstrate? (Choose all that apply.)

VGA ports DisplayPort ports USB port adapters Explanation: Explanation The trainers will use DisplayPort ports, VGA ports, and USB port adapters. DisplayPort is an interface developed by Video Electronics Standards Association (VESA). It connects video sources to a computer monitor and can carry audio, USB, and other forms of data to various devices. VGA ports are legacy ports and are old-style connectors that are no longer widely used. It is not necessary to explain this port. Some laptops do include these for backward compatibility. Older projectors may include a VGA port. A USB port is a standard interface for most computers and consumer electronic devices, such as MP3 players, speakers, and monitors. USB port adapters feature a USB port on one end and allow you to connect non-USB devices to a USB port. Common USB adapters will interface with HDMI (which is included in most projectors), Bluetooth, or VGA devices. ExpressCard ports are interfaces that connect peripheral devices to laptops. ExpressCard devices include modem cards, Ethernet cards, storage devices, and TV tuner cards. ExpressCard is most commonly used to connect with external storage devices and networks, which makes it of limited use for multimedia presentations. RJ-45 ports are used to connect devices such as laptops or VoIP phones to Ethernet networks. Display devices do not connect to these ports. Audio jacks are ports used to connect speakers and microphones to a laptop. In most cases, both video and audio are transmitted through the DisplayPort port, so it is likely the trainers will not use this technology. USB to Wi-Fi dongles or wireless adapters create hot spots for mobile devices and are compatible with USB 3.0 and 2.0. Wi-Fi dongle/adapters support 802.11 standards a, b, g, and n, and encryption. For the A+ exams, you must understand the following laptop hardware and components: Thunderbolt - allows you to connect external peripherals to a computer. Thunderbolt 1 and 2 use the same connector as Mini DisplayPort (MDP), while Thunderbolt 3 will use USB Type C. Thunderbolt v1 provides 10 Gigabits per second per channel (20 Gbps in total), Thunderbolt v2 provides 20 Gbps aggregated channels (20 Gbps in total), and Thunderbolt v3 provide 40 Gbps. USB optical drive - allows you to add an optical CD-ROM or DVD drive to a laptop. It is also referred to as an external optical drive. USB 3.0 A Male to RJ-45 female adapters - also referred to as a USB to RJ-45 dongle, and supports 10/100/1000 Mbps Ethernet. Most of them are backward compatible with USB 2.0. They are hot-swappable and easy to transport. Other USB port adapters include USB to WiFi dongles. Objective: Mobile Devices

You are explaining the significance of the wires running from a power supply. The Power Good signal sends power to the motherboard to indicate that the electrical power is sufficient and can prevent the computer from booting. Which voltage is used by the Power Good signal?

+5 Explanation: Explanation The Power Good signal is a +5 voltage sent over a specific wire in the connector. This wire sends power from the power supply to the motherboard. If the motherboard does not receive the signal, the computer will not boot. If this is occurring, the only solution is to replace the power supply. The +5 voltage provides power to the motherboard. It also provides power to older CD/DVD drives, hard drives, PCI cards, and Pentium III and earlier processors. The +3.3 voltage provides power to certain video cards and the motherboard. However, it has nothing to do with the Power Good signal. The -5 voltage provides power to the ISA or AT bus adapter cards. The -12 voltage provides power to some older network adapters and serial ports. The +12 voltage provides power to newer CD/DVD drives, hard drives, and Pentium 4 and Athlon processors. A Molex connector is the power connector that is larger than the connector used for floppy diskette drives, and it is commonly used with PATA drives. A Berg connector is used with floppy disk drives. Objective: Hardware

You are an IT technician for your company. The company has 10BaseT, 100BaseT, and 1000BaseT networks that are interconnected. What is the maximum segment distance for data transmission on these networks?

100 meters (328 feet) Explanation: Explanation 10BaseT, 100BaseT, and 1000BaseT Ethernet use unshielded twisted-pair cable (UTP) as their transmission medium. The maximum transmission distance of UTP cable is 100 meters, or 328 feet. This distance can be increased using repeaters. Objective: Hardware

Which of the following is a valid Automatic Private IP Addressing (APIPA) address?

169.254.2.120 Explanation: Explanation The 169.254.2.120 address is a valid APIPA address. By default, Windows XP and Windows 7 client computers are configured to use an APIPA address if the DHCP server does down. The addresses in the APIPA range are 169.254.0.0 through 169.254.255.255. These addresses are not routable and are therefore only usable on the local subnet. The other addresses are all part of the three private IP address ranges, as listed here: 10.0.0.0 through 10.255.255.255 172.16.0.0 through 172.31.255.255 192.168.0.0 through 192.168.255.255 To prevent the use of APIPA addresses, you should change the default settings on the Alternate Configuration tab of the Internet Protocol Version 4 Properties dialog box. On this tab, you can specifically configure a static IP address that the computer should use if the DHCP server is unavailable. Objective: Networking

Which IP address is used by Class B private networks?

172.16.0.0 Explanation: Explanation The 172.16.0.0 address is used by Class B private networks. Private network IP addresses are those addresses that are reserved for use on private networks and cannot be used on the Internet. The valid IP address ranges for private networks are 10.0.0.0 to 10.255.255.255, 172.16.0.0 to 172.31.255.255, and 192.168.0.0 to 192.168.255.255. If you plan to deploy a private IP address range on your network and need to provide Internet access as well, a Network Address Translation (NAT) server will be needed. The 10.0.0.0 address is a Class A IP address for private networks. The 192.168.0.0 address is a Class C IP address for private networks. The 127.0.0.1 address is the software loopback address. The following are the five valid IPv4 address classes: Class A - 1.0.0.0 to 126.0.0.0 Class B - 128.0.0.0 to 191.255.0.0 Class C - 192.0.1.0 to 223.255.255.0 Class D - 224.0.0.0 to 239.255.255.255 Class E - 240.0.0.0 to 255.255.255.255 Classes A, B, and C are valid addresses used on IP networks. Class D addresses are reserved for multicasting. Class E addresses are considered experimental or research addresses and should never be used. All of the ranges that are not part of the private reserved IP address are public addresses. Objective: Networking

Which well-known UDP port does DNS use?

53 Explanation: Explanation Ports allow more than one service or application to communicate at the same time between computers. The Domain Name System (DNS) service uses port 53 to communicate information between name servers. DNS uses both TCP port 53 and UDP port 53. Administrators can assign additional ports for communication on an intranet and through the Internet. There are a total of 65,536 ports from which to choose. Of these, only 1,024 ports are considered well known and, therefore, reserved for a particular service. Port 80 is used by Hypertext Transfer Protocol (HTTP) for browsing the World Wide Web. Port 110 is used by Post Office Protocol Version 3 (POP3) for email. Port 161 is used by Simple Network Management Protocol (SNMP) for network diagnostics. Objective: Networking

You have several different RAM modules that you can use in a new computer. You need to ensure that the fastest memory is used. Which speed denotes the fastest memory?

7 ns Explanation: Explanation Memory access speed is sometimes expressed in terms of access time. Access time measures, in nanoseconds (ns), the amount of time from when the memory module receives a data request to the time when that data becomes available. The smaller the number, the less time it takes to access data in the memory. Objective: Hardware

You work for your company's IT help desk. A customer named Sam asks you how to get his iPhone to wirelessly play louder. He also indicates that sometimes, he wants to play his iPhone through his laptop speakers. Which two options should you recommend?

A USB-to-Bluetooth dongle Explanation: Explanation You should recommend that he purchase a USB-to-Bluetooth dongle or Bluetooth speakers. Both devices require that he pair them through his iPhone settings. The USB-to-Bluetooth dongle would connect to the laptop and give it a Bluetooth connection through which the iPhone can connect. Bluetooth speakers can currently be paired to only one device, and they must stay near the paired iPhone or iPad to operate. Wired speakers will work but do not provide a wireless connection. USB-to-Wi-Fi dongles allow devices to connect to wireless networks. This is not a solution for this scenario. A USB 3.0 cable would not provide a wireless connection. Objective: Mobile Devices

You are hired to train a group of new users to become technicians. One of your lessons is on how to construct Cat5 and Cat6 Ethernet cables. To make sure they know the difference between 568A and 568B cables, what are the two most important areas you would focus on during the training? Correct Answer:

A cable with one end wired as 568A and the other end wired as 568B is called a crossover cable, and a cable with both ends wired with the same standard is called a straight-through cable. Explanation: Explanation You should instruct them on the proper color scheme or order. For T568B, the correct order is: Orange/white orange, Green/white blue, Blue/white green, and Brown/white brown. For T568A, it switches the green, orange, and blue wires with the correct order as follows: Green/white green, Orange/white blue, Blue/white orange, and Brown/white brown. You should also teach them that a crossover cable has two different ends: one wired as 568A and the other as 568B. A straight-through cable is used for directly connecting cables to a wall jack, which enables that node to communicate with several devices, and both ends would be either 568A or 568B. Purchasing cable is not an option, as you are hired to teach them to make their own. While it is important that they know how to go about purchasing cable, it is most important that they be able to make it from raw materials. Most Ethernet cables are T568B, but at the time T568A components need to be connected to a T568B component, the crossover cable is recommended. The following exhibit shows the order of the cables for both specifications: Objective: Hardware

A user named Brad calls and reports that he is unable to connect to a file server on your 100BaseT network, although he is able to connect to folders on other computers. A single hub exists on the network. Which hardware problems should you investigate? (Choose two.)

A defective NIC in the file server A defective hub port Explanation: Explanation Either a defective network interface card (NIC) on the file server or a defective hub port connected to the file server would prevent users from connecting to the file server. In either situation, users would be able to connect to each other. A defective cable between the hub and the file server would also prevent communications between users and the server. To verify that the problem is a hardware issue, you should investigate the hub connection. To do so, simply connect the cable from the server into another port on the hub that you know is functioning properly. If the server connectivity is restored, then the hub is the most likely source of the problem. Note that a hub is sometimes called a concentrator. Client/server communication problems can also be related to software issues. For instance, Brad may not have permission to access the file server, or he may not have the correct name or address of the file server. In a network with multiple subnets, communication problems can be caused by incorrect subnet mask settings or an incorrect gateway address. Troubleshooting normally includes determining which users are affected; what settings are in place on the computers that have problems communicating; and whether the problem is localized to a single computer, to a single subnet, or to an entire network. Because hosts on 10BaseT networks connect to a central device, such as a hub, 10BaseT networks do not require the use of terminators. By contrast, hosts in 10Base2 networks connect directly to other hosts instead of to a central hub; consequently, 10Base2 networks require the use of terminators. An improper termination in a 10Base2 network can cause an entire network segment to lose connectivity. A defective NIC in Brad's computer would prevent connection to other network resources such as folders on other computers. 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

Which address is a MAC address?

AD-4F-C1-A9-12-CB Explanation: Explanation The address AD-4F-C1-A9-12-CB is a media access control (MAC) address. A MAC address is assigned to each network interface card (NIC). A MAC address is a 12-digit hexadecimal number. Each pair of hexadecimal numbers is referred to as an octet, and the octets are usually separated by dash (-) characters when a MAC address is represented in text. The first three octets in a MAC address identify the NIC manufacturer, and the last three octets act as a serial number to identify the individual NIC. The address 124.24.0.2 is an Internet Protocol version 4 (IPv4) address. An IPv4 address consists of four 8-digit binary numbers, or octets, separated by periods. A decimal number between 0 and 255 inclusive represents each octet in an IPv4 address. The address 00120193:06F1A345CA11 is an Internetwork Packet Exchange (IPX) address. The six digits before the colon (:) character represent the IPX network address, and the last 12 digits after the colon character represent the node address, which is derived from the MAC address of the NIC. The addresses 1234:EF14:45:ADD1:EA23:222:1290:A, 122A::ABCA:0:0:2100, and ACA1:1345:1::123.23.0.1 are IP version 6 (IPv6) addresses. An IPv6 address is a 128-bit number. The preferred representation of an IPv6 address contains eight sections of hexadecimal numbers. Each section is separated from the other sections by a colon, as in the address 1234:EF14:45:ADD1:EA23:222:1290:A. Each section contains up to four numbers, but leading zeros in each section do not need to be represented. For example, the last section of the IPv6 address 1234:EF14:45:ADD1:EA23:222:1290:A is actually :000A. The IPv6 address 122A::ABCA:0:0:2100 is a compressed format IPv6 address. In a compressed format address, the double colon (::) symbol represents complete sections of zeros. Only one double colon character can appear in a compressed IPv6 address. For example, the IPv6 compressed address 122A::ABCA:0:0:2100 is actually 122A:0:0:0:ABCA:0:0:2100 in uncompressed format. The IPv6 address ACA1:1345:1::123.23.0.1 is a mixed IPv6 address that is designed to support IPv4 addressing. The first six sections of a mixed IPv6 address are written in the hexadecimal notation common to IPv6 addresses. The last four sections of the mixed IPv6 address are a dotted-decimal representation of an IPv4 address. In this example, 123.23.0.1 is the dotted-decimal IPv4 portion of the IPv6 mixed address. Note that this address is also compressed. Objective: Networking

A user reports that his dot matrix printer is printing dark and clear on the left side of the paper but that the print is very light on the right side of the paper. What should you do to correct this problem with the printer?

Adjust the platen Explanation: Explanation Dot matrix printers use a platen (rubberized roller) to hold the paper in place and to help advance the continuous paper on which it prints. If the platen does not hold the paper evenly, the print will appear lighter as you move across the page. Adjusting the platen usually solves the problem. Although laser and inkjet printers have largely replaced dot matrix printers, dot matrix remains the choice of commercial applications where continuous feed and multipart forms are required. This is because dot matrix printers can print at very high speed, and they use an impact method of printing that allows copies of the form to be created as the original prints. Laser and inkjet printing technologies do not impact the paper, so you must create a second copy when required. 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 customer needs the wireless card replaced in his laptop. What must you be sure to disconnect or remove when replacing this card?

Antenna contacts Explanation: Explanation When replacing a wireless card from a laptop, you must be sure to disconnect the antenna contacts. You should reconnect them to the new wireless card once it is installed. Depending on the laptop vendor, you may or may not have to remove the memory, optical drive, and keyboard. However, you will always have to disconnect the wireless antenna. Objective: Mobile Devices

You want to use Enhanced Intel SpeedStep Technology in a laptop. Which components must support this technology to use it? (Choose all that apply.)

BIOS Motherboard Operating system Explanation: Explanation If you want to use Enhanced Intel SpeedStep Technology in a laptop, the motherboard, BIOS, and operating system must support SpeedStep. In addition, the chipset and processor must support the technology. The software drivers do not need to support SpeedStep. Enhanced Intel SpeedStep Technology allows the computer to dynamically adjust processor voltage and core frequency, which decrease average power consumption and average heat production. You disable SpeedStep in the system's BIOS. SpeedStep would prevent a computer from using 100% of the CPU. Objective: Hardware and Network Troubleshooting

You perform several hardware upgrades on a user's computer. You notice that the computer has an AMI BIOS. After completing the upgrades, you boot the computer. You hear seven short beeps. Which component should you check?

CPU Explanation: Explanation When you boot a computer with an AMI BIOS and hear seven short beeps, it is an indication that something is wrong with the CPU. Most likely, the CPU was not properly seated during the upgrade. Seven beeps do not indicate problems with the video card, memory, or keyboard. Problems with the video card result in eight short beeps with an AMI BIOS. Problems with memory result in two, three, four, or five short beeps with an AMI BIOS. Problems with the keyboard result in six short beeps with an AMI BIOS. When a system boots, the power-on self-test (POST) will check the devices for functionality. If a device fails during the POST, a series of beep codes will sound to indicate the problem. BIOS beep codes can usually be traced to four sources: memory, video, keyboard, or CPU. If you are unfamiliar with the particular beep code, you should consult the computer's maintenance manual or the website of the BIOS manufacturer. The codes that are used vary based on the manufacturer of the BIOS. An A+ technician should be familiar with the beep codes of the major BIOS manufacturers or know how to locate the beep codes. Keep in mind that one short beep means that the system is operational. If you upgrade a computer and hear a beep code upon the first reboot, chances are good that you did not properly seat a component that was upgraded. The A+ exam lists the following specific symptoms that an A+ technician must understand: Unexpected shutdowns - Random shutdowns that are not accompanied with a particular error message are usually the result of overheating. Make sure that all fans are working effectively. You may also want to deploy additional cooling options. Make sure that all open ports in the computer have a cover. If an unexpected shutdown is accompanied by a blue screen of death (BSOD), please refer to the BSOD section below. System lockups - System lockups occur when the system mysteriously stops functioning and no error or BSOD is displayed. Examine the system log files to troubleshoot the issue. Usually system lockups are due to memory issues, viruses, malware, or video issues. POST beep codes - When a system boots, the power-on self-test (POST) will check the devices for functionality. If a device fails during the POST, a series of beep codes will sound to indicate the problem. The codes that are used vary based on the manufacturer of the BIOS. An A+ technician should be familiar with the beep codes of the major BIOS manufacturers or know how to locate the beep codes. Keep in mind that one short beep means that the system is operational. Blank screen on bootup - For this issue, always test the obvious. Usually a blank screen is a video device problem. Make sure the monitor is plugged in to the wall socket, plugged in to the computer, and turned. It may also be necessary to test the wall outlet. You may also need to verify that the computer is plugged in to the wall socket and turned on. Finally, you may want to replace the video card with a known good video card. If you hear the system fan but the computer is not making the POST beep sound, you may have a failed motherboard. BIOS times and settings reset - If you encounter this issue, the problem is with the CMOS battery. Replace the CMOS battery and make sure to reset your BIOS settings. Attempts to boot to incorrect device - This issue is usually related to the BIOS boot order. It was more common when floppy drives were listed as the first boot device. If a non-bootable floppy were left in the floppy drive at boot time, the computer would display a non-system disk or disk error at startup. Once the floppy disk was removed from the drive, the computer would boot. Today, a CD-ROM or DVD drive is often listed as the first boot device. You can change the boot order in the BIOS. This issue can also result from missing or corrupt boot files. If you suspect that this error is due to boot files being missing or corrupt, you should enable boot logging from the Windows Advanced Menu and replace the missing or corrupt boot files using the Windows installation DVD. Continuous reboots - Reboots are usually the result of electrical issues, power supply issues, or overheating. Brownouts or blackouts cause computers to reboot. Attaching a computer to an uninterruptible power supply (UPS) will ensure that you can safely shut down the computer if these occur. If the power supply in the computer is the issue, you should replace it with one that supplies adequate power to the computer. Finally, if overheating is causing the reboots, you should check all fans and ensure that the CPU heat sink is still attached. You may need to replace these or add another cooling device to your computer. No power - Once again, check the obvious. Make sure that the computer is plugged in and that the wall outlet is supplying power. If a UPS or surge protector is used, check to see if its breaker was tripped by a power surge. Finally, check the computer's power supply by replacing with known good unit. Overheating - This is usually the result of cooling fan or cooling system failures. Make sure that all open slots are covered. In addition, ensure that all system fans are functional. Loud noise - Loud noise is usually caused by system fans, the power supply, or the hard drives because very few internal devices have moving parts. Check those three devices to trace the noise. Replace the part that is making the noise because the noise usually means that the device is close to failure. Intermittent device failure - First, make sure that you have the latest driver for the device. If the problem persists, you should replace the device. If intermittent failures are occurring with different devices, you could have a motherboard that needs replacing. Fans spin, no power to other devices - If no beep codes are heard, you probably have motherboard failure. If you hear beep codes, record the code that is heard and research that code to find the problem device. This problem could also mean that the power supply was not properly plugged into the motherboard. Indicator lights - Many components in a computer have indicator lights. In most cases, indicator lights will blink when activity is occurring and will be steady green when idle. However, some devices will have other lights and/or colors. Always consult the vendor documentation. If problems continue, you should replace the device. Smoke - This is a horrible problem to have but is usually easy to trace. Shut down the computer immediately and locate the device that is producing the smoke. Replace that device. Burning smell - This problem usually accompanies smoke. As with smoke, you should shut down the computer immediately and locate the device that is producing the smoke. Replace that device. Proprietary crash screens (BSOD/pin wheel) - Windows Blue Screen of Death (BSOD) errors are usually the result of hardware issues. You should always replace hardware one device at a time, following by a system boot. If the new hardware did not fix the issue, then that component is not the issue. Replace the component with the original and try replacing another component. Some of the more common BSOD errors are listed below: Data_Bus_Error - Faulty hardware has been installed or existing hardware has failed. Usually this error is related to RAM, cache, or video RAM. Unexpected_Kernel_Mode_Trap - Remove or replace any recently installed hardware. Run hardware diagnostics to determine which component has failed. Replace the failed hardware. This error can also be caused if you set the CPU to run at a higher speed than the CPU supports. Page_Fault_in-nonpaged_area - This error is caused by RAM, cache, or video RAM. Replace the failed component. Irq1_not_less_or_equal - This issue is usually caused by a device driver, system service, virus scanner, or backup tool that is not compatible with the version of Windows you are running. Make sure that all your drivers and software is updated to the version that is compatible with the Windows OS you are using. Pinwheel errors occur when users see the spinning rainbow pinwheel. Causes include bugs in applications, event processing issues, and virtual memory issues. Distended capacitors - Capacitors are included in computers on the motherboards, video cards, and power supplies. Capacitors can fail prematurely, causing the capacitor's case to bulge or rupture. In most cases, the only way to fix this problem is to replace the card that has the swollen capacitor. It is possible to replace them, but the process requires soldering experience. Replacing the capacitor is an electrical hazard and should only be attempted with proper training. Objective: Hardware and Network Troubleshooting

You are responsible for performing all routine maintenance on your company's dot matrix printers. Which of the following is NOT considered a part of routine maintenance for these printers?

Calibrating the printer Explanation: Explanation Calibrating the printer is not part of routine maintenance for dot matrix printers. Dot matrix printers do not require any type of calibration. Inkjet and laser printers require calibration to ensure that the print alignment and colors are configured correctly. As part of routine maintenance for dot matrix printers, you should replace the paper, print head, and ribbon. In addition, you should periodically clean the print head and vacuum paper and debris from the printer. Objective: Hardware

The primary hard drive in your Windows computer has failed. You purchase a new hard drive and install it in your computer. What should you do first?

Change the hard drive configuration settings in the computer's BIOS. Explanation: Explanation You should first change the hard drive configuration settings in the computer's BIOS. This configuration includes the hard drive type, size, and geometry. If your hard drive is not configured appropriately in the system BIOS, the computer will not recognize the hard drive. In most cases, the hard drive settings are automatically configured using CMOS autodetection. The autodetection feature takes the work out of configuring a hard drive. You cannot partition or format the hard drive until the hard drive is recognized by the computer's BIOS program. You cannot change the hard drive configuration settings in the Disk Management utility. Because the primary hard drive failed, the computer will be unable to boot to Windows. Therefore, you will not be able to access the Disk Management utility. In addition, the computer will be unable to recognize the hard drive until it is configured appropriately in the computer's BIOS. In some cases, a hard drive will start emitting a grinding noise. This is the first sign of impending hard drive failure. It is only a matter of time before the hard drive fails and you receive a no boot device found error message. It is suggested that you replace the drive before it completely fails.

An IBM computer is giving one long beep and one short beep when turned on. The computer does not boot up. What should you do to troubleshoot the problem?

Check the motherboard. Explanation: Explanation You should check the motherboard to troubleshoot the problem. One long and one short beep indicates a problem with the motherboard. When a system boots, the power-on self-test (POST) will check the devices for functionality. If a device fails during the POST, a series of beep codes will sound to indicate the problem. The codes that are used vary based on the manufacturer of the BIOS. An A+ technician should be familiar with the beep codes of the major BIOS manufacturers or know how to locate the beep codes. You should not check the video adapter card. You need to check the video adapter card if there is a one long beep and two short beeps. A single short beep indicates that the computer has cleared the POST and is booting up. If the screen does not give a display after a normal POST, you should check the connectors between the computer and the monitor. You should not reconnect the keyboard. If there is a keyboard issue, an IBM computer will generate three long beeps. You should not check the CPU. In case of a CPU failure, the computer will not generate any beep. If you need to replace the motherboard, make sure that you wear an antistatic wristband and implement other proper procedures to prevent electrostatic discharge (ESD). In addition, you should label the screws as you remove them and secure them to a piece of tape to ensure that they do not get out of order or lost. If you want to test to see if a motherboard is faulty, you should take the hardware down to the bare minimum. If the system still will not boot, it is likely the result of a defective motherboard. The A+ exam lists the following specific symptoms that an A+ technician must understand: Unexpected shutdowns - Random shutdowns that are not accompanied with a particular error message are usually the result of overheating. Make sure that all fans are working effectively. You may also want to deploy additional cooling options. Make sure that all open ports in the computer have a cover. If an unexpected shutdown is accompanied by a blue screen of death (BSOD), please refer to the BSOD section below. System lockups - System lockups occur when the system mysteriously stops functioning and no error or BSOD is displayed. Examine the system log files to troubleshoot the issue. Usually system lockups are due to memory issues, viruses, malware, or video issues. POST beep codes - When a system boots, the power-on self-test (POST) will check the devices for functionality. If a device fails during the POST, a series of beep codes will sound to indicate the problem. The codes that are used vary based on the manufacturer of the BIOS. An A+ technician should be familiar with the beep codes of the major BIOS manufacturers or know how to locate the beep codes. Keep in mind that one short beep means that the system is operational. Blank screen on bootup - For this issue, always test the obvious. Usually a blank screen is a video device problem. Make sure the monitor is plugged in to the wall socket, plugged in to the computer, and turned. It may also be necessary to test the wall outlet. You may also need to verify that the computer is plugged in to the wall socket and turned on. Finally, you may want to replace the video card with a known good video card. If you hear the system fan but the computer is not making the POST beep sound, you may have a failed motherboard. BIOS times and settings reset - If you encounter this issue, the problem is with the CMOS battery. Replace the CMOS battery and make sure to reset your BIOS settings. Attempts to boot to incorrect device - This issue is usually related to the BIOS boot order. It was more common when floppy drives were listed as the first boot device. If a non-bootable floppy were left in the floppy drive at boot time, the computer would display a non-system disk or disk error at startup. Once the floppy disk was removed from the drive, the computer would boot. Today, a CD-ROM or DVD drive is often listed as the first boot device. You can change the boot order in the BIOS. This issue can also result from missing or corrupt boot files. If you suspect that this error is due to boot files being missing or corrupt, you should enable boot logging from the Windows Advanced Menu and replace the missing or corrupt boot files using the Windows installation DVD. Continuous reboots - Reboots are usually the result of electrical issues, power supply issues, or overheating. Brownouts or blackouts cause computers to reboot. Attaching a computer to an uninterruptible power supply (UPS) will ensure that you can safely shut down the computer if these occur. If the power supply in the computer is the issue, you should replace it with one that supplies adequate power to the computer. Finally, if overheating is causing the reboots, you should check all fans and ensure that the CPU heat sink is still attached. You may need to replace these or add another cooling device to your computer. No power - Once again, check the obvious. Make sure that the computer is plugged in and that the wall outlet is supplying power. If a UPS or surge protector is used, check to see if its breaker was tripped by a power surge. Finally, check the computer's power supply by replacing with known good unit. Overheating - This is usually the result of cooling fan or cooling system failures. Make sure that all open slots are covered. In addition, ensure that all system fans are functional. Loud noise - Loud noise is usually caused by system fans, the power supply, or the hard drives because very few internal devices have moving parts. Check those three devices to trace the noise. Replace the part that is making the noise because the noise usually means that the device is close to failure. Intermittent device failure - First, make sure that you have the latest driver for the device. If the problem persists, you should replace the device. If intermittent failures are occurring with different devices, you could have a motherboard that needs replacing. Fans spin, no power to other devices - If no beep codes are heard, you probably have motherboard failure. If you hear beep codes, record the code that is heard and research that code to find the problem device. This problem could also mean that the power supply was not properly plugged into the motherboard. Indicator lights - Many components in a computer have indicator lights. In most cases, indicator lights will blink when activity is occurring and will be steady green when idle. However, some devices will have other lights and/or colors. Always consult the vendor documentation. If problems continue, you should replace the device. Smoke - This is a horrible problem to have but is usually easy to trace. Shut down the computer immediately and locate the device that is producing the smoke. Replace that device. Burning smell - This problem usually accompanies smoke. As with smoke, you should shut down the computer immediately and locate the device that is producing the smoke. Replace that device. Proprietary crash screens (BSOD/pin wheel) - Windows Blue Screen of Death (BSOD) errors are usually the result of hardware issues. You should always replace hardware one device at a time, following by a system boot. If the new hardware did not fix the issue, then that component is not the issue. Replace the component with the original and try replacing another component. Some of the more common BSOD errors are listed below: Data_Bus_Error - Faulty hardware has been installed or existing hardware has failed. Usually this error is related to RAM, cache, or video RAM. Unexpected_Kernel_Mode_Trap - Remove or replace any recently installed hardware. Run hardware diagnostics to determine which component has failed. Replace the failed hardware. This error can also be caused if you set the CPU to run at a higher speed than the CPU supports. Page_Fault_in-nonpaged_area - This error is caused by RAM, cache, or video RAM. Replace the failed component. Irq1_not_less_or_equal - This issue is usually caused by a device driver, system service, virus scanner, or backup tool that is not compatible with the version of Windows you are running. Make sure that all your drivers and software is updated to the version that is compatible with the Windows OS you are using. Pinwheel errors occur when users see the spinning rainbow pinwheel. Causes include bugs in applications, event processing issues, and virtual memory issues. Distended capacitors - Capacitors are included in computers on the motherboards, video cards, and power supplies. Capacitors can fail prematurely, causing the capacitor's case to bulge or rupture. In most cases, the only way to fix this problem is to replace the card that has the swollen capacitor. It is possible to replace them, but the process requires soldering experience. Replacing the capacitor is an electrical hazard and should only be attempted with proper training. Objective: Hardware and Network Troubleshooting

You purchased an old inkjet printer for your company. When you print a test page, extra horizontal lines are printed all over the page. What should you do FIRST to print a test page successfully?

Clean the print head. Explanation: Explanation You should clean the print head to print a test page successfully. If an inkjet printer is not used for a while, the print head can become clogged. You should clean the print head using the printer's software or clean it manually. You should remove the dried ink from the print head during the cleaning process. You should not refill the printer ink cartridge because this is done when the printer cartridge is running low on ink. Refilling the printer ink cartridge will not clean the print head. If your ink cartridge contains the print head, then replacing the ink cartridge can be a solution; however, replacing an ink cartridge is an expensive solution. You should not clean the printer paper feeder because it is used to feed paper to the printer. In this scenario, the printer is not printing correctly; therefore, you should clean the print head. You should not use high-quality paper for printing because these papers are used to print high-quality photo images or formal documents. In this scenario, the printer is not printing correctly; therefore, the document will not print on any type of paper, and you should clean the print head to solve the problem. When the wrong type of paper is used, a paper jam can occur. However, the most common reason for a paper jam is worn pick-up rollers. 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 have just purchased a new color laser printer to be used on your 10 Mbps Ethernet network. When the printer arrives, however, you discover that it does not have an Ethernet connection. The printer has the following built-in connections: Bluetooth 2.1, Infrared, and 802.11g. You need to connect this printer to the network via the print server. Your solution should expend the least amount of additional money while providing the fastest connection as possible. Assuming that all of these connections are available in your office or on the print server, what should

Connect the printer to the print server using 802.11g. Explanation: Explanation You should connect the printer to the print server using 802.11g. This will provide a connection that operates at 54 megabits per second (Mbps). Other wireless network options include 802.11a, 802.11b, 802.11g, 802.11n, and 802.11 ac. 802.11a operates in the 5 GHz radio spectrum and up to 54 Mbps (actual throughput is closer to 22Mbps). 802.11b operates in the 2.4 GHz radio spectrum and up to 11 Mbps. 802.11g operates in the 2.4 GHz radio spectrum and up to 54 Mbps. 802.11n operates in the 2.4 or 5 GHz radio spectrum with speeds up to 600 Mbps. You should not connect the printer to the print server using Bluetooth 2.1. This connection would only operate at 3 Mbps. You should not connect the printer to the print server using Infrared. Infrared Data Association (IrDA) is a wireless protocol that operates up to 4 Mbps. It requires line-of-sight communications and will only operate if the two devices are within 1 meter of each other. You should not purchase a NIC for the printer and connect the printer to the print server over the network. This would require an additional amount of money to be spent. Also, the Ethernet network only operates at 10 Mbps, which is much slower than the 802.11g network. Objective: Hardware

You bought a laptop at an estate sale and plugged it in overnight to charge. However, the laptop will not boot when you press the power key. You try to boot the laptop with it plugged in to the wall outlet, but it still will not boot. What is the most likely cause of the problem?

DC jack Explanation: Explanation The DC jack is the most likely culprit. The DC jack can be replaced on a laptop, but it is not easy. More often than not, the process involves de-soldering the broken jack from the motherboard, removing the broken jack, placing the new jack, and soldering it in place. Unless you have experience soldering, you would be better off to take it to a repair shop. The most likely culprit is not the smart card reader. Smart card reader replacement is a relatively easy process, though there are about a dozen steps to get to where you can pull out the old one and install the new one. Each laptop is different, and you must follow the manufacturer's disassembly steps. The most likely culprit is not the Bluetooth module. Bluetooth module replacement is a relatively easy process, though there are several steps to get to where you can pull out the old one and install the new one. The most likely culprit is not the battery. The battery is often the easiest of these items to replace. Usually, the battery is held in by a couple of clips on the bottom side of the case. To replace a battery you would slide the clips to open them, pull out the old battery, put in the new one, and snap the battery compartment shut. If the battery were the problem, you would probably be able to boot the laptop as long as it was plugged into the wall outlet. Objective: Mobile Devices

You administer a TCP/IP network. You want to enable the hosts on your network to be automatically configured with IP configurations such as an IP address, subnet mask, and default gateway address. The IP configurations should be leased to the clients for a limited period. Which protocol should you use to accomplish this task?

DHCP Explanation: Explanation You should use Dynamic Host Configuration Protocol (DHCP) to automatically configure the hosts on your network with IP configurations. DHCP was designed to automatically configure frequently moved, fully boot-capable computers, such as laptop computers, with IP configurations. You can use DHCP to configure such IP settings as IP address, subnet mask, and default gateway address. Typically, DHCP information is leased to a client for a limited period. DHCP clients usually release DHCP information when they are shut down. When a DHCP client retrieves IP configurations from a DHCP server, the DHCP client does not necessarily have the same IP configurations that it was configured with on previous occasions. BOOTstrap Protocol (BOOTP) is a host configuration protocol that was designed before DHCP. BOOTP was designed to configure diskless workstations with IP configurations. BOOTP does not lease IP configuration as DHCP does. Instead, a BOOTP server permanently assigns IP configurations to a BOOTP client. When a BOOTP client is started, the BOOTP server always assigns the same IP configurations to the BOOTP client. Hypertext Transfer Protocol (HTTP) is used to transfer web pages on a TCP/IP network. Simple Mail Transfer Protocol (SMTP) is used to transfer email messages on a TCP/IP network. Internet Printing Protocol (IPP) is used to enable network printing through a TCP/IP network such as the Internet. HTTP, SMTP, and IPP are not used to automatically configure hosts on a TCP/IP network with IP settings. Objective: Networking

You are clearing the IT technician workspace for your company of any old or obsolete hardware. You have found several different types of RAM, including modules that use 168 pins. Which type of computer memory module uses 168 pins?

DIMM Explanation: Explanation Dual inline memory modules (DIMMs) have 168 pins. Some DIMM designs have 72 or 144 pins. These are known as Small Outline DIMMs. Normally used in portable computers, they are often referred to as SODIMMs. DIMM modules are 8 bytes wide and transfer 8 bytes (64 bits) of data at a time. With DIMMs made of older SDRAM (synchronous DRAM) memory chips, the data is transferred once per clock cycle. However, with DDR SDRAM and DDR2 SDRAM, the data is transferred two times per clock cycle: once on the leading edge of the clock signal and again on the falling edge. This allows large amounts of data to be transferred per clock cycle. For example, in a Pentium 4 system with a front-side bus operating at 400 MHz, up to 6,400 MB of data is transferred to and from the DDR2-DIMMs per second. DDR SDRAM comes in 184-pin DIMMs. The total speed is affected by the clock and bus speed supported by the module. For example, DDR 1600 uses a clock speed of 100 MHz with a bus speed of 200, resulting in a total transfer rate of 1,600 Mbps. RAM communicates with a register that stores buffered data before it is sent to the CPU. Buffering is mainly used in servers where the electrical demands and loads are higher. For the A+ exam, you must understand buffered versus unbuffered data. Buffered data is stored in the RAM register, while unbuffered data is not. Buffered RAM is also referred to as registered RAM. Single inline pin packages (SIPPs) have 30 pins, and single inline memory modules (SIMMs) have 30 or 72 pins. Dual inline pin packages (DIPPs) have 16 pins. Rambus dynamic random access memory (RDRAM) was developed by Rambus, Inc., to provide data transfers faster than those available with standard dynamic random access memory (DRAM) modules. RDRAM modules are essentially Dynamic Random Access Memory (DRAM) chips, but they use different memory architecture than standard DRAM modules. RDRAM began to acquire wide recognition with the release of computers that use Intel's Pentium III processor. This type of RAM requires that all available memory slots be filled, creating a need for continuity chips in otherwise unused slots. Objective: Hardware

Which of the following is NOT an Internet appliance?

DNS Explanation: Explanation Domain Name System (DNS) is not an Internet appliance. It provides a mapping of IP addresses to domain names. It is analogous to an address book or a telephone directory. Internet appliances, according to the CompTIA A+ exam guide, include UTM, IDS, and IPS devices. Unified Threat Management (UTM) devices are Internet appliances. They provide a single point on the network from which multiple security functions are managed. This single point of presence is in contrast to several independent software and devices, such as antivirus, antispam, firewall, IDS, and IPS. An intrusion detection system (IDS) is an Internet appliance. It typically sits outside the network and watches packets coming through the network and sets off an alarm if a packet (or series of packets) contains something that violates a defined set of rules. An intrusion prevention system (IPS) is an Internet appliance that sits inline in the network. While it performs many of the same duties as an IDS, an IPS also prevents the offending traffic instead of just detecting it. Objective: Networking

Users are having trouble accessing resources by computer or host name. Which device is likely causing the problem?

DNS server Explanation: Explanation A Domain Name System (DNS) server is responsible for resolving host names to TCP/IP addresses. If users are having trouble accessing resources using their host names, there is a problem with the DNS server. A Dynamic Host Configuration Protocol (DHCP) server is responsible for assigning TCP/IP address information on a network. If users are not receiving a valid TCP/IP address, there is a problem with the DHCP server. An Internet Information Services (IIS) server is responsible for maintaining websites. If users are having trouble accessing a website, there could be a problem with the IIS server. However, websites are accessed using their host name. Therefore, a website communication problem can also be caused by a DNS server. A firewall is responsible for protecting your network or individual computer from unauthorized users or computers. A firewall is configured to allow or deny traffic based on the parameters you configure. Most firewalls are configured to allow host name traffic. 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 needs to transport a 1,100 MB file. Which media types could be used? (Choose two.)

DVD+R DDS-3 Explanation: Explanation The DVD+R and Digital Data Storage (DDS)-3 media types could be used to transport a 1,100 MB file. The DVD+R, DVD-R, DVD+RW, and DVD-RW media standards can store up to 4.7 GB on a single optical disk. Double-sided DVDs can store up to 9.4 GB. DVD media are the media type most used to duplicate bootable media. DVD-ROM is the DVD version of the standard CD format and allows up to 16 GB of data. If a DVD recordable disc has the DL designation, it stands for Double Layer. DVD+R DL discs can store up to 8.5 GB. The DDS-3 digital audio tape (DAT) format can store from 12 to 20 GB on a single tape cartridge. Other tape formats, such as Travan and DLT, can also be used to store up to 70 GB per tape cartridge. The CD-R and CD-RW formats can store up to 700 MB on a single optical disc. A first-generation (1x) CD-ROM drive can transfer data at speeds up to 150 kilobytes per second (Kbps). The other possible CD-ROM drive specifications are as follows: 2x - 300 Kbps 4x - 600 Kbps 8x - 1,200 Kbps 10x - 1,500 Kbps 12x - 1,800 Kbps 20x - 3,000 Kbps 32x - 4,800 Kbps 36x - 5,400 Kbps 40x - 6,000 Kbps 48x - 7,200 Kbps 52x - 7,800 Kbps 56x - 8,400 Kbps 72x - 10,800 Kbps A standard CD-ROM that uses a single laser beam to read data can only read data at up to 8,400 Kbps. The 72x CD-ROM is not a standard CD-ROM drive because it uses multiple laser beams to read the data. You can install a live version of an operating system on a CD-ROM if you want to be able to boot from an operating system without installing the operating system on a fixed hard drive. Single-sided, single-layer Blu-Ray optical disks can store up to 25 GB. Dual-layer Blu-Ray disks can store up to 50 GB. Blu-Ray drives can read Blu-Ray media, DVD media, and CD-ROM media. BD-ROM is the Blu-Ray version of a DVD-ROM disk but can store 25 to 50 GB of data. BD-R is a recordable version of Blu-Ray, and BD-RE is a rewritable version of Blu-Ray. Optical drives, such as Blu-Ray, DVD, and CD-ROM drives, actually burn an image onto the media using a laser. Magnetic drives store data using a magnet. Objective: Hardware

A user has requested to have a printer duplexer added to his printer. Which function is provided by this component?

Double-sided printing Explanation: Explanation A printer duplexer, also called a duplexing assembly, provides double-sided printing that usually is purchased as an add-on printer feature. Document sorting is provided by a collator, and document stapling is provided by a stapler. Document sizing is a feature of most printer/copiers that allows you to shrink or enlarge documents.

When Kevin was hired, he inherited a box of different types of RAM. Which RAM would you ask him to set aside if you needed to increase the number of data wires available from 64 to 128?

Dual-channel Explanation: Explanation The dual-channel memory architecture increases the number of data wires available from 64 to 128. The triple-channel memory architecture increases the number of data wires to 192. The quad-channel memory architecture increases the number of data wires to 256. Single-channel architecture has 64 wires. Single-sided RAM has chips on one side of the RAM. Double-sided RAM has chips on both sides of the RAM. Objective: Hardware

A user's computer is experiencing overheating problems. What is the most likely cause of this problem?

Dust Explanation: Explanation Dust is the most likely cause of computer overheating. For this reason, you should often clean your computer, both inside and out, to ensure that dust accumulation does not occur. All users should be educated on computer cleaning methods to ensure that dust buildup does not occur. Humidity usually does not cause overheating. Low humidity causes electrostatic discharge (ESD) issues. High humidity causes moisture and condensation buildup. Power sags occur when the power level drops dramatically. A power sag usually causes components to fail, not to overheat. Power surges occur when the power level spikes dramatically. A power surge can also cause components to fail. An uninterruptible power supply (UPS) with built-in surge suppression can protect against power sags and surges. Objective: Hardware

Your organization has decided to use SSL over port 465 on the SMTP server, smtp.dreamsuites.com. You need to change the settings on your iPhone. What should you do?

Edit the Outgoing Mail Server settings so that the server uses SSL, and change the port to port 465. Explanation: Explanation You should edit the Outgoing Mail Server settings so that the server uses SSL and change the port to 465. You should not edit ONLY the Outgoing Mail Server settings so that the server uses SSL. By default, the Outgoing Mail Server uses port 587. You need to change the port to 465. You should not edit the Incoming Mail Server settings because the SMTP server is the outgoing mail server, not the incoming mail server. Objective: Mobile Devices

You have to interconnect a notebook computer and a cell phone. The notebook computer supports Bluetooth, USB, FireWire, and IEEE 1284 connections. However, you do not have any cables to connect the two devices and do not want to purchase any. What should you do?

Enable Bluetooth technology on both the computer and the cell phone, and then connect the two. Explanation: Explanation To interconnect a notebook and a cell phone, you should enable Bluetooth technology on both the computer and cell phone and then connect the two. Bluetooth wireless technology can be used to interconnect notebook computers and cell phones for data synchronization. Bluetooth technology is a built-in feature in notebook computers and cell phones. Bluetooth technology is also used to connect many wireless devices such as cell phone headsets, tablet PCs, and printers. Bluetooth would create a personal area network (PAN). Enabling USB technology will not be helpful in interconnecting a computer and a cell phone. USB technology is used to connect a computer to other devices, such as a printer or external disk drive. Not all cell phones support USB. In addition, this would require a USB cable. Enabling FireWire technology will not be helpful in interconnecting a computer and a cell phone. FireWire technology is also referred to as IEEE 1394. FireWire is a serial interface that provides high-speed communication. However, FireWire is not a wireless technology. This would require a cable. Enabling IEEE 1284 technology will not be helpful in interconnecting a computer and a cell phone. IEEE 1284 is a standard that provides parallel communication between a computer and other devices. IEEE 1284 also provides high throughput and bidirectional data flow. In addition, IEEE 1284 is not a wireless technology. This would require a cable. Other connections that you need to understand for the A+ exam include the following: RJ-11 - connects computers to a standard phone line RJ-45 - connects computers to an Ethernet network that uses twisted pair cabling Thunderbolt - connects Apple devices, including monitors, to Mac and iMac computers. They support up to six Thunderbolt devices via hubs or daisy chains. Objective: Mobile Devices

What would allow you to install a wired network without running additional network cables?

Ethernet over Power Explanation: Explanation Ethernet over Power uses the existing electrical wiring in a house to transmit the network signal. A special adapter plugs into your existing electrical outlet. The adapter will have one or more Ethernet ports. To deploy Ethernet over Power, you would need at least two adapters. The advantage to Ethernet over Power is that you would obtain wired network speeds (up to1 gigabit, as of this writing) without the need to run Ethernet cables. The disadvantage is that the adapters can cost $50 each. Power over Ethernet (PoE) is the direct opposite, where power is transmitted via the Ethernet cabling. Routers are devices that transmit IP packets between networks. In its simplest form, a router will have one interface that faces the internal LAN, and one interface that faces an external WAN or the Internet. The router will forward the packet to a router on another network segment based on the destination IP address in the packet. That forwarding process will continue until the packet reaches the final destination. A router would require a wired network to be installed. A cloud-based network controller allows you to manage wireless access points (WAPs) through a cloud service. Traditionally, an organization would manage WAPs through an on-site controller, as opposed to managing each one individually. With a cloud-based network controller, the WAPs can managed from anywhere over an Internet browser. A cloud-based network controller would not install a wired network. A firewall can act as a filter for inbound packets coming into the network from an outside source, such as from a web site, or for packets leaving the network destined for the Internet or another network. Firewalls can be set up to inspect source and destination IP addresses and other content. Firewalls can be hardware-based (a piece of equipment), software-based, or both. Firewalls may be stateful (monitoring traffic from transmission to reception) or stateless (packet inspection with criteria-based actions). Most firewalls connect to traditional wired networks. Objective: Networking

You are responsible for providing printer maintenance for your company's laser printers. A user reports that a printer is having trouble bonding the toner to the paper. During which stage of the laser printing process does this occur?

Fusing Explanation: The toner permanently bonds to the paper during the fusing stage. The following are the seven stages of the laser printer operation: Processing - The computer sends the printed document to the printer spooler. The printer spooler contacts the printer. The printer processes the image. Charging - The charge corona (also referred to as the primary corona) applies a uniform charge (typically negative) to the imaging drum. This creates a "blank slate" to which the laser will write. Exposing - The modulated laser beam writes an electrostatic image on the rotating drum. Any areas on the imaging drum that the laser beam touches lose most of their electrostatic charge. This differential in electrostatic charge between the areas of the drum that have been written to and the remainder of the drum allows the image to attract toner in the next phase. Developing - Toner is transferred from the toner cartridge to the imaging drum. The toner cartridge has a metallic roller called a developing cylinder that takes on a charge equal to the imaging drum. The toner sticks to the developing cylinder, and as it rotates toward the paper, a "toner fog" is created as the toner is both attracted to and repelled from the imaging drum. The toner is repelled from areas that were not touched by the laser because they have the same electrostatic charge as the toner and it is attracted to the areas on the drum that were touched by the laser because of the difference in the electrostatic charges. This creates an image that is ready to be transferred to a piece of paper. Transferring - The transfer corona charges the paper so that the toner on the imaging drum is attracted to the paper as the drum rotates and the paper and drum come into very close proximity. A corona discharges the electrostatic charge on the paper immediately after the toner transfers from the imaging drum to the paper, preventing the paper from sticking to the drum. Transfer rollers move the paper through the transferring process. Fusing - The final step permanently bonds the toner to the paper. A fusing roller, heated by a quartz lamp, melts the toner to the paper, and the paper exits the printer. Cleaning - A rubber cleaning blade removes any toner left on the imaging drum and deposits it into a waste bin, and a discharge lamp neutralizes the charge on the drum. Objective: Hardware

After contacting a mobile device provider with an issue, the provider asks you to provide them with the IMEI and IMSI. What is the difference between IMEI and IMSI?

IMEI is the serial number for the mobile device, and IMSI is the number assigned to the SIM card. Explanation: Explanation International Mobile Equipment Identity (IMEI) is the serial number for the mobile device, and International Mobile Subscriber Identity (IMSI) is the number assigned to the SIM card. IMEI stands for and is a unique serial number assigned to the phone at the time of manufacture. The IMSI contains a mobile country code, a mobile network code, and a Mobile Subscriber Identification Number (commonly referred to as a phone number). If you change the SIM card, you can get a new phone number, but the IMEI will remain the same. IMEI is a 19-digit code assigned to the mobile device. It has the following components: Type Approval Code (TAC) - a centrally assigned six-digit number. Final Assembly Code (FAC) - a six-digit number assigned by the manufacturer. Serial Number (SNR) - a six-digit sequential number assigned by the manufacturer as it comes off the assembly line. Spare (SP) - a one-digit number for future use. IMSI is a 15-digit number (maximum) comprised of the following: Mobile Country Code (MCC) - a three-digit standardized number that indicates the country. Mobile Network Code (MNC) - a two-digit number that identifies the mobile network (carrier) within the MCC. Mobile Subscriber Identification Number (MSIN) - This is a maximum ten-digit number that identifies the subscriber's telephone number in the home mobile network. As an example, if we commonly refer to a cell phone number as 2051234567, we are actually referring to the MSIN. Androids and iPhones do not use different terms to describe their device serial numbers. Objective: Mobile Devices

Every time a Windows 8 computer boots, you receive an error message stating that the cover was previously removed. You want to prevent this alert from being displayed. In which location should you disable this alert?

In the BIOS Explanation: Explanation To prevent an alert regarding the cover being removed from displaying, you should disable the chassis intrusion detection, no matter which operating system you are running. Chassis intrusion detection is always configured in the system BIOS. Chassis intrusion detection is a method of physical intrusion detection. It provides an alert the next time the computer is booted that tells the user that the chassis has been opened. Often, hackers will physically open a computer to insert hardware that is used to capture confidential or sensitive information. Chassis intrusion detection is not configured in the System Configuration utility, in Event Viewer, or in Device Manager. Objective: Hardware

You are trying to help your customer connect a Universal Serial Bus (USB) 3.0 printer to her laptop and desktop computer. The laptop computer has only USB 1.1 ports and PCIe slots available. What would be the most logical and affordable option to recommend to her?

Install a USB 3.0 card in the PCIe slot Explanation: Explanation You can purchase an inexpensive USB 3.0 PCIe card and install it into the PCI Express slot. Newer-model laptops will usually have two to four port USB 3.0 Express Card Adapter cards that can easily plug into the PCIe slot located on the side of the laptop. To connect a USB printer to a computer or laptop, you will need to install the USB A (female) type connector into the computer port and the USB B (male) type connector or side into the printer or peripheral itself. A USB C (male) type connector has a reversible/symmetrical design and can be plugged into any USB C device using either end. USB C is compatible with 1.1 to 3.1 and can be used with the micro B USB cables as well. Both Type A and Type B USB ports have a micro and mini version. Micro A USB is smaller than mini A USB, and micro B USB is smaller than mini B USB. The USB 1.1 standard allows a maximum transfer rate of 12 Mbps. The USB 2.0 standard supports data transfers of up to 480 Mbps. All USB cables have two wires that carry data and two wires that supply low-voltage power. USB 3.0, the newest USB standard, supports data transfers of up to 5 Gbps. The maximum cable length for USB 1.1 and USB 2.0 is 5 meters. While the USB 3.0 standard does not define a cable maximum, you should limit your cable length because the signal degrades over the cable media due to electromagnetic interference (EMI). You should not purchase a newer laptop with USB 2.0 ports, purchase another printer, or replace all USB 1.1 ports with USB 3.0 hubs. The most affordable option is to purchase an adapter card. Also, depending on the manufacturer, you may not be able to replace the ports on the laptop without replacing other hardware, such as the motherboard. Institute of Electrical and Electronics Engineers (IEEE) 1394a, which is also known as FireWire400, supports 400 Mbps transfer rates in the IEEE 1394 standard and up to 800 Mbps in the IEEE 1394b standard. IEEE 1394b is often referred to as FireWire800. A FireWire device can either use a hub or be daisy-chained to the connector. FireWire supports a maximum of 63 devices. Each cable in a FireWire400 daisy chain has a maximum length of 4.5 meters. Objective: Mobile Devices

After performing several upgrades on a computer, the user reports that he is having trouble with an overheating problem. You want to make recommendations to help prevent the computer from overheating during use. What should you recommend?

Keep the computer cover closed and secured. Explanation: Explanation Keeping the computer cover closed and secured helps prevent a computer from overheating because the closed case maintains the desired airflow cooling circulation pattern through the computer. The computer case, or enclosure, is the box that contains the components of a computer. The case provides a chassis to which components are attached, an electrical ground through the power supply's power cable, and a cover that isolates the inside components from the outside world. Heat is produced by all devices and components that use electricity, and nondissipated heat often leads to either temporary or permanent component failure. To dissipate the heat, computers are equipped with one or more cooling fans. The fans provide a convection current of air through vents in the case. Typically, cool air enters the front of the case, flows across the system board and expansion cards and through the power supply, and then is discharged out the rear of the case. The power supply fan provides the motive force for this process, and sometimes an additional intake fan is provided at the inlet vent. In a well-designed system, the air stream establishes a circulation pattern that provides optimal cooling. A computer should also have slot covers in place for unused expansion slots. Heat production can be decreased by enabling reduced power modes when the computer is idle for extended periods, and heat dissipation can be increased by adding additional fans within the case. The use of a screen saver will affect only the monitor and not the computer itself. The voltage applied to cooling fans is not a user-adjustable variable. Every added device will increase the amount of heat generated within the case, so installing and using a video card will not help prevent overheating. Objective: Hardware

Which protocol is used by Active Directory?

LDAP Explanation: Explanation Lightweight Directory Access Protocol (LDAP) is used by Active Directory. It is used by applications to access directories. By default, it uses port 389. Server Message Block (SMB) is the application that was responsible for the NetBIOS naming service. NetBIOS names were managed by the old Microsoft WINS servers. It uses ports 137-139 and 445. Secure File Transfer Protocol (SFTP) is a secure version of File Transfer Protocol (FTP) that uses an SSH tunnel. While FTP uses port 20 and 21, SFTP uses port 22. Secure Shell (SSH) is a secure remote terminal application that works over the Internet. SSH uses port 22. For the A+ exam, you need to know the following common ports: 20, 21 - FTP 22 - SSH 23 - Telnet 25 - SMTP 53 - DNS 80 - HTTP 110 - POP3 143 - IMAP 443 - HTTPS 3389 - RDP 137-139 - NetBIOS 445 - SMB/CIFS 427 - SLP 548 - AFP 67/68 - DHCP 389 - LDAP 161/162 - SNMP Objective: Networking

You want to buy a longer charging cord for your iPhone 8. When you get to the store, there are many options to choose from. Which cable should you select?

Lightning Explanation: Explanation You should choose a Lightning cable. Lightning cables are proprietary to Apple devices, beginning with the iPhone 5, iPod Touch and the iPod Nano. The cable was introduced in 2012 as a replacement for the 30-pin connector. You should not choose a tethering cable because there is no such cable. Tethering refers to using the Internet connection on a cell phone on another device, like a laptop or a tablet. This can be accomplished using BlueTooth, USB or wireless. The phone becomes a "hot spot." In essence, tethering allows a device to reach the Internet without otherwise having a connection. You should not choose a Micro-USB, Mini-USB, or USB-C cable. These cables are used in many portable devices, but the Apple iPhone 8 uses a proprietary Lightning connector. You should not choose an IEEE 1394 cable, also referred to as FireWire. While it was used in early versions of Apple mobile devices, FireWire is not used in iPhone 8. Other proprietary vendor-specific ports for communication and power include Thunderbolt for Apple devices. Apple used a cable with a 30-pin connector for mobile devices from 2007 until the Lightning cable was introduced in 2012. Objective: Mobile Devices

You are teaching a class on repair and maintenance of laser printers. Which components are parts of a laser printer? (Choose all that apply.)

Main control board Fuser Explanation: Explanation Main control boards (or system boards) and fusers (or fusing assemblies) are both laser printer components. A laser printer also contains an imaging drum, transfer belt, transfer roller, pickup rollers, separate pads, and duplexing assembly. Most laser printers have a main control board that includes a processor, a basic input/output system (BIOS), random access memory (RAM), and read-only (ROM) modules. The ROM modules contain printer languages and fonts. Sometimes the main control board on a laser printer is referred to as its interface controller or as printer controller circuitry. This board is functionally similar to the system board on a personal computer. Fusers, or fusing assemblies, are laser printer components that use heat and pressure to force toner, which is a fine powder used as ink, onto printer paper. Polyester resins are responsible for making the toner adhere to paper better. A static charge eliminator strip is used to drain the charge in the paper when printing. The toner cartridge contains a developer that is responsible for carrying the toner that is used by the printing process. The high voltage power supply gives the voltage for the charge and transfer corona assemblies. A fuser can also be referred to as a fuser assembly. Laser printers do not use ribbons or platens, both of which provide support for impact printers such as dot matrix printers. They use toner, which is a most cost effective printing solution when high numbers of pages need to be printed. Objective: Hardware

A technician is dispatched to troubleshoot a user's computer. After performing diagnostics, the technician determines that drive thrashing is occurring. What are the factors that can affect this? (Choose all that apply.)

Memory Hard drive Paging file Running processes Explanation: Explanation The factors that can affect drive thrashing are the hard drive, memory, paging file, and running processes. Drive thrashing occurs when an excessive amount of data is moved between physical RAM (memory) and the paging file. Some possible fixes for this problem include the following: Increase the amount of physical memory Increase the size of the paging file Eliminate unnecessary running processes and applications Disable unnecessary services, especially indexing services

You have been tasked with performing several upgrades in a computer. Which hardware component will require the least amount of time to replace?

Memory module Explanation: Explanation A memory module is inserted into the memory slot without investing substantial effort. The memory module will require the least time to replace. Memory modules are usually just inserted into the slot and snapped into place. No screws are required. You should install additional memory of the same type and speed as existing memory to ensure RAM compatibility. The network interface card (NIC), processor, motherboard, and power supply unit are field replaceable units (FRUs) of a computer. A motherboard will require disassembly of the entire system unit before being replaced. Therefore, a motherboard is not the hardware component that requires the least amount of time to replace. A power supply unit will also require a substantial amount of effort to replace compared to a memory module. With a power supply, all of the power connectors would need to be disconnected from the motherboard and all peripheral devices. Typically, a NIC is installed as an add-on card that can be taken out of the system unit by opening a single screw. A NIC will require more time to be replaced than a memory module. Objective: Hardware

You have deployed several 802.11b wireless networks at your company's location. Recently, users complained that they were having trouble connecting to the wireless networks. After troubleshooting, you determine that each wireless network is using different non-overlapping channels. You suspect that the problem is being caused by interference. Which device can cause interference with the WLANs?

Microwave ovens Explanation: Explanation Microwave ovens can cause interference for 802.11b wireless local area networks (WLANs) that operate in the 2.4-GHz frequency band. Microwave ovens operate at the 2.45-GHz frequency band and can cause interference when used in areas where 802.11b WLANs are deployed. Cordless phones can also cause interference. Typically, they use a higher transmitting power than the access points and can create a lot of noise in 802.11b WLANs. To avoid the interference from cordless phones, you can change either the location of access points or the location of the cordless phones. You can use the cordless phones that operate at a 900 MHz frequency band to avoid interference with 802.11b WLANs. Most medical equipment that uses radio frequencies operates in the 2.4-GHz ISM frequency band. Therefore, when doing a site survey, you must consider the interference by microwave ovens, cordless phones, and other devices that operate in the 2.4-GHz ISM frequency band, and you should plan the positions of the access points according to these devices to avoid interference. Pools of water, trees, and construction materials, such as steel and wood, may absorb the radio frequency signals from 802.11b 2.4-GHz WLANs. Objects with water content should be avoided to prevent signal absorption problems. Cellular phones and cable TV cabling do not cause interference with 802.11b WLANs. Keep in mind that wireless networks can be affected by other wireless devices, metal, and water. Objective: Networking

Which of the following might you find on a network in a legacy system?

NetBEUI protocol Explanation: Explanation You might find the NetBEUI protocol on a network in a legacy system. Support for NetBEUI was discontinued with the introduction of Windows XP. Legacy systems are systems that are maintained to support a single device, application, or computer. Embedded systems are computer systems with dedicated functions within a larger system. The system is embedded as part of a complete device often including hardware and mechanical parts. TCP/IP, DHCP, and DNS are all currently supported, and therefore are not legacy systems. Objective: Networking

Which CPU cooling method should you implement when other convective methods will not work?

Peltier cooling Explanation: Explanation Peltier cooling should be implemented when convective methods will not work. A Peltier device gets colder when voltage is applied. A convective method of CPU cooling works by moving heat from the CPU to the cooler surroundings. Convective methods include the following: Heat sinks - Heat sinks are attached to the CPU to absorb and transfer heat to its surroundings. Heat sinks are a passive cooling method. A heat sink is the best method for cooling the northbridge chip. Thermal paste - Thermal paste is used to connect the heat sink and CPU. Cooling fins - Cooling fins are a special type of heat sink that uses fins to increase the surface area that transfers heat. Cooling fans - Cooling fins are attached to the CPU to directly circulate air to the CPU. Fans are an active cooling method. Heat pipes - Heat pipes are small pipes filled with fluid and attached to a heat sink. As the fluid heats, the fluid expands, rises, and transfers heat away from the CPU. Water pumps - Water pumps are small pipes that carry water around the CPU to grab the heat. The water is transported out of the computer and through cooling fins. A water-cooling system may be a good option for gaming systems. Liquid cooling - Liquid cooling circulates a coolant, often mixed with water, throughout the computer. It works similarly to water pumps. Passive cooling means cooling without any forced airflow. A fanless heatsink that is within an inch or two of an active case fan does not constitute fanless cooling. An active cooling system provides increased performance and a longer chip life by actively using some means to cool the CPU, rather than just transferring the heat away from the chip. A liquid-based cooling system is best implemented for game servers or other computers that will have a high level of heat generated. This system is the most efficient at cooling the CPU. Objective: Hardware

You bought a monochrome laser printer two years ago. The printer has gradually stopped feeding paper. Which printer component should you check first?

Pickup roller Explanation: Explanation You should first check your pickup roller printer component if your laser printer stops feeding paper. A pickup roller acts as the first point of contact between printer and paper because the pickup roller 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. You should not check a fuser roller printer component if your laser printer stops feeding paper. A fuser roller is a printer component that helps in binding the toner ink to the delicate paper fibers so that the images stick to the paper properly. You should not check a pressure roller printer component if your laser printer stops feeding paper. A pressure roller is a printer component that applies pressure against the fuser roller while paper is passing through them for printing inside the printer. You should not check a transfer roller printer component if your laser printer stops feeding paper. A transfer roller is a printer component that is used to transfer the image from the photoreceptor to the paper. If the printer is jamming right before the fuser, you need to replace the transfer roller. 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 work the service desk at a manufacturing firm that has several different types of printers. An employee who runs one of the 3D printers calls to say she can no longer print. What should you most likely bring to her workstation to get her up and running?

Plastic filament Explanation: You work the service desk at a manufacturing firm that has several different types of printers. An employee who runs one of the 3D printers calls to say she can no longer print. What should you most likely bring to her workstation to get her up and running? A) Toner cartridge B) Plastic filament C) Ink cartridge D) Imaging drum Explanation You should bring a plastic filament. Most 3D printers work by heating up a special plastic filament until it is liquid, depositing that liquid plastic in a specific pattern for a given layer, then adding additional layers until the final product is complete The imaging drum is normally included in the toner cartridge for a laser printer. Laser printers print on two-dimensional paper, not in 3D. An ink cartridge is normally associated with an inkjet printer. Inkjet printers print on two-dimensional paper, not in 3D. Toner cartridges are associated with laser printers and copiers. Neither of these devices print in 3D. Objective: Hardware

You have finished preparing a user guide containing password reset instructions for your users. Rather than printing out a hard copy, you are going make it available in an online repository. Users will be reading the document on Windows, Android, and Apple devices. Which virtual print technology would be the most restrictive and be the least compatible with users' devices?

Print to XPS Explanation: Explanation Print to XPS would be the most restrictive format. XPS is a file format created by Microsoft as their own version of a PDF file. In its XPS state, the document would only be available to Windows users, and only to those users who have an XPS viewer installed. Print to File creates a .prn file with printer instructions. It is a flexible format that can be opened in all platforms. Print to PDF creates an Adobe Acrobat file with a .pdf extension. Many browsers can open a PDF file. The PDF file can be read on any platform with the installation of a PDF reader. Print to Image creates an image file, such as a .jpg or .gif. This makes the file easily transportable across platforms and can be opened in any browser. Objective: Hardware

You are troubleshooting a problem with a printer attached to a Windows computer. Several print jobs are queued and the printer is online, but the print jobs are not printing. Which two conditions could cause the problem? (Choose two.)

Printing is paused. There is a problem with the spooler. Explanation: Explanation If print jobs are queued and the printer is online, you can conclude that the two ends of the printing process are probably working properly; in other words, the application and the printer. In this situation, you should check the printer in the Printers folder to make sure that printing is not paused. To check this, open the printer in the Printers folder and click the Printer menu. If the Pause Printing option is marked, printing is paused and will resume when it is unmarked. If the Pause Printing option is not marked, you should check the spooler to make sure it is not hung. The spooler service controls the print queue, and when it is paused or locked, up the queue will be likewise locked up. This can be done using Task Manager or Services. You can also restart the print spooler service by typing net stop spooler and then net start spooler at a command prompt. You can also check the Services console in the Administrative Tools folder to make sure the spooler service is running. The Services console, which can be accessed either as an MMC snap-in or in Computer Management, can be used to stop, start, and set the startup mode of any system service. You can restart the spooler service in the Services console if it is not running. Energy-saving mode would not prevent print jobs from printing. Most laser printers will go into this mode after a period of inactivity to save energy. When a printer that is in energy-save mode receives a print job, it will return to normal operating mode and process the job. A fragmented disk might slow printing, but it would not likely prevent print jobs from printing. If a user cannot pause or delete a print job, the user probably does not have the appropriate permission. To stop a printer that is constantly printing, it is best to access the printer's print queue and pause the print jobs. Often, very large print jobs can cause a network printer to print continuously. By using printer priorities, you can ensure that the most important print jobs are given priority. Otherwise, print jobs are printed in the order they are received. 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 printer tools: Maintenance kit - For most printers, the manufacturer suggests replacing some parts at predefined intervals, usually after a certain number of pages have been printed. For laser printers, this maintenance kit usually includes a fuser, transfer rollers, pickup rollers, separation rollers, and feed rollers. Resetting or recording the page count is vital after installing a new maintenance kit to ensure that the parts are replaced at appropriate intervals. Consult the manufacturer's documentation to obtain details on the maintenance kit process. Toner vacuum - Toner often contains harmful chemicals if inhaled. Always use a toner vacuum, not a regular household or office vacuum, to remove any excess or spilled toner. Make sure that the vacuum is electrostatic discharge (ESD) safe if you plan to use it to vacuum internal components. Compressed air - Only use compressed air to blow the dust and toner into the printer because toner can be harmful if inhaled. Using a lint-free cloth to remove dust and excess toner is better than using compressed air. Printer spooler - This service controls the print queue. Stopping and starting this service can solve many problems, but keep in mind that stopping the spooler causes all print jobs to be deleted. Using the net stop spooler and net start spooler commands is an alternative to using the Services console to stop and start the service. Objective: Hardware and Network Troubleshooting

A new computer has been purchased that includes an integrated GPU. What is the primary purpose of this component?

Processing video and graphics Explanation: Explanation The primary purpose of an integrated Graphics Processing Unit (GPU) is processing video and graphics. None of the other statements describes the primary purpose of a GPU. A paging file provides additional memory capabilities. A video capture card provides video capture capability. Objective: Hardware

Vincent has a computer with two DVI ports and wants to connect it to an HDMI display. What is the easiest solution?

Purchase a DVI-to-HDMI cable or adapter. Explanation: Explanation The easiest solution is to purchase a DVI-to-HDMI cable or adapter. High-Definition Multimedia Interface (HDMI) and Digital Video Interface (DVI) ports are not compatible with one another. The digital video signals for DVI and HDMI are similar, but you would need a DVI-to-HDMI cable or adapter to transfer the digital data between the ports. Because the digital video signal does not need to be converted between DVI and HDMI, an adapter is not really a converter. It is just a way of fitting a square peg into a round hole. DVI-to-HDMI adapters are an effective and inexpensive way to make use of the cables you already have, but make sure to get the right one. DVI-to-HDMI adapters can come with a male or female connector on either end. If you already have a HDMI cable, then make sure you get an adapter with a male DVI connector and a female HDMI connector. On the flip side, if you already have a DVI cable, then you'll need to get an adapter with a male HDMI connector and a female DVI connector. The main difference between DVI and HDMI is the way they transmit audio. HDMI has an integrated audio signal, whereas DVI only transmits digital video. It is not necessary to install a new video adapter card because it is much cheaper to buy a new cable or adapter. You cannot connect an HDMI cable to a DVI port. Objective: Hardware

Penny has a desktop computer that she is replacing with a laptop. She wants to know why everyone is raving over their new flash memory drives. What is the top reason to purchase a laptop with a flash memory drive rather than a conventional hard drive? Correct Answer:

Quiet sound Explanation: Explanation Flash memory drives are noted for their quiet sound and ability to access files quickly. Because there are no moving parts in a flash memory drive, unlike conventional hard drives, they are also less fragile. Flash memory drives are a type of solid-state drive (SSD). Another important consideration for laptops is that a flash memory drive consumes less power and generates less heat, so the fan rarely comes on. This makes the laptop quieter, more energy efficient, and less prone to overheating. Flash memory drives do not have a mechanical motor. Flash memory drives are not any easier than conventional hard drives to back up or partition. Partitioning is the process you perform on hard drives after they have been successfully installed and appear in BIOS. It actually lays down physical tracks on the drive so that when operating systems are installed, they will have a logical space to put files. For the A+ exams, you need to understand SSD, hybrid, and magnetic disks. SSDs have no moving parts, make no noise when operating, and access files quickly. Magnetic drives have moving parts and make a noise when operating. Magnetic drives take longer to access files. A hybrid disk is a combination of these two types. Objective: Mobile Devices

You are adding a new computer to an existing 1000BaseT network. Which cable connector is used in this network?

RJ-45 Explanation: Explanation The RJ-45 cable connector is used in a gigabit Ethernet or 1000BaseT network. The RJ-45 connector is used with unshielded twisted-pair (UTP) copper wire cabling and can be used to carry data at up to 1,000 Mbps, which is 1 gigabit per second (Gbps). The SC, ST, and MTRJ connectors are used with fiber optic cabling. For instance, these cable connectors can be used in a 100BaseFX network. An RJ-11 connector is used to connect telephone cable to a computer modem. While an RJ-11 connector looks similar to an RJ-45 connector, the RJ-11 connector is narrower than an RJ-45 connector because it uses fewer wires. Objective: Hardware

After you start your computer, you hear an unusual, high-pitched noise. The source of the noise is the fan mounted inside the power supply. After a few minutes, the noise goes away. Which action should you take?

Replace the power supply. Explanation: Explanation The power supply is a field replaceable unit (FRU). When the fan in the power supply stops functioning normally, you should replace the entire power supply. The power supply, which has potentially lethal voltages, should be repaired only by properly trained technicians. Be sure to use a replacement unit of the same or greater wattage and with the same type of output connectors because the system board connection for an AT or baby AT board is different from the connector for an ATX-style board. Also, check for any special features that the system board has. Some power supplies have a multispeed fan that uses a special control cable connected to the system board. When the interior of the case reaches a certain temperature, the fan speed is increased to provide additional cooling. Otherwise, the fan runs at a slower, quieter speed. Under all circumstances, the computer should be disconnected from the electrical outlet before any repair work on the power supply is begun. The fan inside the power supply is especially important for cooling the computer electronics. This fan exhausts hot air from the case, which causes cooler outside air to be drawn into the case. A cooling fan mounted on a card helps prevent hot spots inside the case by providing better interior circulation, but it will not exhaust hot air. The fan inside the power supply does not require lubrication or other maintenance such as bearing replacement.

You are replacing an old PCI video card in your computer with a new PCI Express video card. You remove the old video card. You insert the new video card into an available slot and reattach all the cables. However, no display is shown when the computer boots. What should you do?

Reseat the video adapter. Explanation: Explanation More than likely, you did not seat the video adapter properly when you first installed it. You should first attempt to reseat the video card and reboot the computer. You should not configure the BIOS. Nothing special needs to be done to the BIOS because the old PCI card worked. You can only install a video driver if the computer will boot with a video display. Rebooting the computer in Safe Mode is not an option because a display is not given. If a computer turns off during the initial boot after the replacement of a video card, the power supply may not be providing enough power for the new 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 replace a black ink cartridge in your inkjet printer, and now the printouts consist of jagged lines and characters. What is the first action you should take to resolve the problem?

Run a printer alignment program. Explanation: Explanation After you install a new printer cartridge in an inkjet printer, you should run the printer alignment program to align the inkjet print heads. This should allow the printer to produce clearer output. After you replace an ink cartridge and attempt to print, you will usually receive a message that recommends the running of the alignment program. You should also run the alignment program for your printer if you notice at any time that vertical or horizontal lines in your printer output are not aligned. The jagged printing is due to very small differences between the new and the original cartridges, and the alignment program is specifically designed to adjust for these differences. Printing a test page will simply produce more evidence of the need to align the cartridge without actually performing the alignment. A diagnostics program is generally used for troubleshooting, whereas an alignment program is generally used for maintenance. Removing and reinstalling the cartridge is unlikely to resolve the issue because the position of the new cartridge in the holder will remain the same. 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.

You are the network administrator for your company. You are installing a new printer in the network. When you check the print server properties, it displays the following error: Server properties cannot be viewed. The print spooler service is not running. What should you do to resolve the issue using the least administrative effort?

Run the net start spooler command. Explanation: Explanation You should run the net start spooler command. This command is used from the command prompt to restart the Printer Spooler service. You should not use the net stop spooler command. This command is used to stop the Printer Spooler service, which is the cause of the problem in this scenario. You should not access the Services program in Administrative Tools to start the printer spooler because this method requires more administrative efforts as compared to restarting the print spooler service from the command prompt. You should not click Start and Run and type services.msc to start the printer spooler service. This method of restarting the Printer Spooler service requires more administrative effort as compared to restarting the print spooler service from the command prompt. You can also restart the print spooler service by clicking Start > Control Panel > Administrative Tools > Services. Then select Print Spooler and click Start. You should attempt to restart the print spooler service if print jobs show up in the print spooler but no printing is occurring, after you have verified that the printer is operational. 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 printer tools: Maintenance kit - For most printers, the manufacturer suggests replacing some parts at predefined intervals, usually after a certain number of pages have been printed. For laser printers, this maintenance kit usually includes a fuser, transfer rollers, pickup rollers, separation rollers, and feed rollers. Resetting or recording the page count is vital after installing a new maintenance kit to ensure that the parts are replaced at appropriate intervals. Consult the manufacturer's documentation to obtain details on the maintenance kit process. Toner vacuum - Toner often contains harmful chemicals if inhaled. Always use a toner vacuum, not a regular household or office vacuum, to remove any excess or spilled toner. Make sure that the vacuum is electrostatic discharge (ESD) safe if you plan to use it to vacuum internal components. Compressed air - Only use compressed air to blow the dust and toner into the printer because toner can be harmful if inhaled. Using a lint-free cloth to remove dust and excess toner is better than using compressed air. Printer spooler - This service controls the print queue. Stopping and starting this service can solve many problems, but keep in mind that stopping the spooler causes all print jobs to be deleted. Using the net stop spooler and net start spooler commands is an alternative to using the Services console to stop and start the service. Objective: Hardware and Network Troubleshooting

Your printer is printing fuzzy text with white lines running through it. You need to clean the clogged print head of your inkjet printer. Which two activities can you undertake to immediately clean the clogged print head? (Choose two.)

Run the printer management utility provided with the printer. Explanation: Explanation When your printer is printing fuzzy text with white lines, you should clean the clogged print head. To clean the clogged print head, run the printer management utility that is provided to you by the manufacturer along with the printer. If the printer management utility fails to clean the clogged print head, you should power the inkjet printer off and then on. When you do this, the nozzle is flushed. This further cleans the clogged print head. The white lines can also appear during printing due to a slight misalignment of the ink cartridge. With the help of the printer management utility, you can align the ink cartridge. The ink cartridge alignment is typically performed when you install a new ink cartridge. The platen is not used to clean the clogged print head. The platen is used in a dot matrix printer to hold the paper and push the paper for printing. You should not replace the nozzle to clean the clogged print head. The nozzle is located in the print head. Some printers have print heads attached to them, but others have ink cartridges that will contain the print head, and you would have to replace the entire cartridge instead. You should not replace the ink cartridge with a new ink cartridge. Depending upon the type of printer you are using, the ink cartridge may or may not contain the print head. It is not likely that the entire ink cartridge needs replacement. Usually just allowing the printer to clean print nozzles and align itself will fix the problem described in the scenario. 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

You are installing a new fiber-optic network. Which connectors are used in this type of network? (Choose two.)

SC ST Explanation: Explanation The ST and SC connectors are the two most popular connectors available for fiber-optic cabling. Other common fiber-optic connectors are FC, FDDI, LC, D4, MU, MT, and MT-RJ. The following exhibit shows the four most used fiber optic connectors: An AUI connector is a 15-pin female connector that looks similar to the shape of the letter D. It is also known as a DB-15 or Digital Intel Xerox (DIX) connector. It is typically a component of thick Ethernet (10Base5) connections, though it is being phased out with the introduction of Fast Ethernet. An RJ-11 connector is typically used to connect two pairs of UTP wiring to a voice-grade telephone system. RJ-45 connectors are used to connect unshielded twisted-pair (UTP) and shielded twisted-pair (STP) cable to hubs, switches, bridges, routers, network interface cards (NICs), and various other twisted-pair networking devices. RJ-45 connectors are shaped like RJ-11 connectors, only larger. They use an 8-pin connector housing eight (four pairs) wires. Registered Jack (RJ) connectors use a small tab to lock the connector in place. The following exhibit shows an RJ-11 connector and an RJ-45 connector: Coaxial cables generally use either Bayonet Neill-Concelman (BNC) or Threaded Neill-Concelman (TNC) connectors. They can also use F connectors. The BNC connectors are shown in the following exhibit: The TNC connectors are shown in the following exhibit: The F connectors are shown in the following exhibit: Objective: Hardware

You have replaced the memory in a laptop computer. What would cause the reported memory to be lower than the actual physical memory?

Shared video memory Explanation: Explanation Shared video memory would cause the reported memory to be lower than the actual physical memory. A discrepancy in the amount of memory could also be caused by memory that was not seated properly. Parity is an error-detecting mechanism included in some types of RAM. Cache is a type of memory that stores data for faster access. ECC memory is a type of memory that includes extra bits for error detection.

Your organization is encouraging all users that have been issued corporately owned iPhones to put the phones in Airplane Mode when the battery is running low. Which of the following is NOT disabled when an iPhone is placed in Airplane Mode?

Siri Explanation: Explanation Siri is not disabled when an iPhone is placed in Airplane Mode. However, it may be difficult to take advantage of Siri when in Airplane Mode because none of the wireless services can be used. When an iPhone is placed in Airplane Mode, the following services are disabled: Cellular (both voice and data) WiFi Bluetooth GPS Location Services When an Android phone is placed in Airplane Mode, the following services are disabled: Cellular WiFi Bluetooth When a Windows phone is placed in Airplane mode, the following services are disabled: Cellular WiFi FM radio Bluetooth Objective: Mobile Devices

You have been issued a refurbished desktop computer. You need to synchronize your company-issued iPhone to the PC. What should be your primary concern?

Software requirements to install the application on the PC Explanation: Explanation Your primary concern should be the software requirements to install the application on the PC. The requirements will vary with the application and the operating system. In this scenario, you may have some older hardware because you are using a refurbished computer. Your primary concern should not be synchronization to the cloud. Apple devices have the capability to synchronize through iCloud. Android devices have the same capability with Google Drive. There are a number of third-party cloud storage solutions that allow for cloud synchronization, such as Dropbox, OneDrive, and Box. However, in this situation, you want to synchronize with a PC, not the cloud. Your primary concern should not be the types of data to be synchronized. Data stored on mobile devices includes contacts, applications, email, pictures, music, videos, calendar, bookmarks, documents, location data, social media data, e-books, and passwords. When synchronizing data, most applications will allow you to select which types of data to synchronize. The more data you include, the longer the synchronization will take to complete. However, it does not really affect the location where you store the data unless you do not have enough storage space remaining. Your primary concern should not be mutual authentication for multiple services. Mutual authentication for multiple services is often provided using single sign-on (SSO). This type of authentication allows a user to have one set of logon credentials across multiple mobile services. Another aspect of SSO is using a single gateway portal through which credentials are passed through interconnected systems. Mutual authentication is not needed during PC synchronization because the synchronization occurs over a direct connection via a USB cable. Objective: Mobile Devices

You have decided to enable overclocking to increase the performance of a computer. On which computer components can you specifically enable overclocking? (Choose all that apply.)

System bus RAM Processor Explanation: Explanation You can specifically overclock the processor, RAM, and system bus. No other computer components can be overclocked. However, overclocking the system bus may also cause other components to be overclocked. Overclocking allows you to run the processor or system bus at a higher speed than the manufacturer's rating to gain increased performance. Overclocking cannot be specifically enabled on the motherboard or hard drive. Objective: Hardware Sub-Objective: Given a scenario, install and configure motherboards, CPUs, and add-on cards. References: Explanation You can specifically overclock the processor, RAM, and system bus. No other computer components can be overclocked. However, overclocking the system bus may also cause other components to be overclocked. Overclocking allows you to run the processor or system bus at a higher speed than the manufacturer's rating to gain increased performance. Overclocking cannot be specifically enabled on the motherboard or hard drive. Objective: Hardware

You are instructing a user on how to properly use a new laptop. He asks about the special function keys that are used to perform tasks such as toggling the display or adjusting the display brightness. Which key should the user strike in combination with the special function keys?

The Fn key Explanation: Explanation The user should use the Fn key on a laptop in combination with the special function keys. Almost every laptop allows you to bypass the operating system menu to perform some functions, such as toggling screen displays, increasing or decreasing screen brightness, and putting the computer in the Standby mode, by pressing a combination of keys. These keys are referred to as special function keys. The laptops that allow you to perform these special functions also contain a key named Fn that is used to activate and deactivate special function keys. The Fn key and the special function keys on a laptop are typically marked in blue. To enable the function keys that are marked in blue, you should press the Fn key and a particular special function key that you want to enable or activate. When the Fn key is not pressed, the special function keys act like normal character keys. The options stating Ctrl key, Shift key, and Alt key are incorrect because the Fn key is used to activate the special function keys. Objective: Hardware and Network Troubleshooting

Your 100BaseT network uses the TCP/IP protocol suite exclusively, and workstations on your network obtain addresses dynamically from a server. From your computer, you can contact all servers and workstations on your own network segment, but you are unable to gain access to network resources on other segments. Which factors should you investigate? (Choose two.)

The default gateway The routers

An NTFS folder named Research is backed up on a regular basis. You restore the folder onto another hard drive but notice that the file permissions were not restored. What is the MOST likely reason this happened?

The files were restored on a FAT partition. Explanation: It is most likely that the files have been restored on a FAT partition. While NTFS partitions allow files to be configured with individual permissions, FAT partitions do not. While you can restore NTFS files on a FAT partition, the NTFS file permissions will be lost. NTFS file permissions are always saved during a backup. If an error occurred while restoring the files, it is more than likely that the files would not restore at all, or that only part of the files would restore. If the original files were encrypted, you would not be able to restore the encrypted form of the file. However, this would not affect file permission restoration.

Andrew works for a local law firm's help desk and is getting complaints that employees cannot access the company's intranet site. What is the first tool he should use?

The first tool he should use is the ping command. Ping is a tool that can be used to test the connection between two computers. For example, Andrew can sit at his computer and ping the company's intranet site to see if he can reach it. If all the pings fail from client computers, then the problem is most likely with the intranet site. However, if only one or a few computers experience the problem, then the issue is more likely to be with internal computer components or network components. A cable tester should not be used first. It should only be used if a connection problem is occurring with a single computer and AFTER the ping command is used to test the connection. The dir /w command allows users to view multiple files in a directory or subdirectory window. The /w switch allows users to view the files in columnar or wide view. The ipconfig command assists users in viewing or modifying their IP settings. While the ping command is usually run first, the ipconfig can often be the next command to use if the problem you are experiencing only happens on a single computer. Objective: Hardware and Network Troubleshooting

You use a computer named Wkst1 on a TCP/IP network, which is installed with an application that uses UDP to send a file from your computer to a computer named Wkst2. Data collisions occur, and several data packets are lost during transmission. What will most likely occur as a result of losing the packets during transmission? (Choose two.)

The protocol will drop the packets. The application will automatically retransmit the packets. Explanation: Explanation User Datagram Protocol (UDP) is a connectionless protocol; thus, it will drop the packets and will not automatically retransmit them. Because an application is not typically responsible for transmitting data packets across a network, the application in this scenario cannot drop the packets. Instead, an application that uses UDP will usually detect that UDP has dropped packets, and the application will retransmit any dropped packets. Other connectionless protocols, such as IP and Internetwork Packet Exchange (IPX), function similarly to UDP. For example, if the application in this scenario were using IPX to transmit data, then IPX would drop the lost packets and the application would retransmit the dropped packets. A connection-oriented protocol, such as TCP or Sequenced Packet Exchange (SPX), will automatically retransmit dropped packets without the intervention of a higher-level protocol or application. Objective: Networking

You are replacing several laptop components to upgrade a customer's laptop computer. Which device ALWAYS involves the detaching and reattaching of antenna connectors?

The wireless card

You need to synchronize your mobile device data with your desktop computer. For security reasons, your organization prohibits syncing devices over wireless connections or the Internet. Which connection(s) could you use to perform the synchronization?

USB Explanation: Explanation You could use a USB connection to perform the synchronization. This will attach the mobile device directly to the desktop computer. You should not use 802.11, Bluetooth, or Ethernet connections to perform the synchronization. 802.11 and Bluetooth are wireless connections, which are prohibited for security reasons. Ethernet connections are not available on a mobile device because there are no connectors for an Ethernet cable on mobile devices.

Alice needs to connect many external devices to her PC. Which of the following expansion cards would enable her to connect the largest number of devices?

USB expansion card Explanation: Explanation A USB expansion card would allow her to connect the largest number of devices. A USB port supports up to 127 devices. The other cards would not connect more devices than a USB expansion card. Each FireWire port supports up to 63 devices. Thunderbolt supports up to 7 devices. Devices do not connect directly to riser cards. Riser cards provide a means to attach extra adapter cards to the motherboard. For the A+ exams, you need to understand how to install and configure the following expansion cards: Sound card - provides sound capabilities to the computer and usually includes audio input and output ports and a MIDI device port Video card - provides video capabilities to the computer and usually includes multiple video connections Network card - provides network capabilities to the computer and usually includes a single network port USB card - provides USB communication capabilities to the computer and usually includes multiple USB ports FireWire card - provides FireWire communication capabilities to the computer and usually includes multiple FireWire ports Storage card - provides storage capabilities to the computer and usually includes multiple storage ports. Storage cards can be purchase for SCSI devices, PATA devices, and SATA devices. In addition, there are storage cards that can be purchased to provide RAID. Modem card - provides dial-up capabilities to the computer and usually includes two RJ-11 ports: one input and one output Wireless/cellular card - provides wireless or cellular capabilities to the computer TV tuner cards - allows the computer to display TV signals. Video capture cards - allows the computer to display and capture video signals from a video recording device Riser cards - provides the ability to connect other cards to a slim-line computer. Also referred to as a daughterboard Thunderbolt cards - provides external connections on Apple products. With the proper adapter, you can connect it to a PC when you need to connect more displays. It will support up to seven devices. Objective: Hardware

You need to provide users with an external hard drive. The company issued laptops have two Type A USB ports that are black, and an additional Type A port that is teal. To provide the best data transfer, which USB connector should the external drives have?

USB 3.0 Explanation: Explanation Universal Serial Bus (USB) 3.0 has a data transfer capacity of 5 gigabits per second (Gbps) and was introduced in late 2008. The connector and ports are typically blue. USB 3.1 was introduced as an improvement to USB 3.0 and has a capacity of 10 Gbps. USB 3.1 connectors and ports are typically a teal color. USB, also known as USB 1.1, has a data transfer capacity of 12 megabits per second (Mbps). USB cables were introduced in the late 1990s as replacements for parallel and serial connections. USB has gone through several evolutions, the most recent version being USB-C. Each new version has provided improvements in data transfer speeds. USB-C uses a smaller connector instead of the "universal" flat and wide Type A connector. USB-C is an implementation of USB 3.1, which is capable of data transfer rates of up to 10 Gbps. USB 2.0 has a data transfer capacity of 480 Mbps in high-speed mode. USB 2.0 was introduced in early 2000, and is backwards-compatible with USB 1.1. Objective: Hardware

What is an example of a solid-state drive?

USB flash drive Explanation: Explanation A USB flash drive is an example of a solid-state drive. Solid-state drives do not have the moving parts that are used in magnetic or optical drives, and are therefore safer to use in harsh working conditions. An ATA drive is a magnetic drive. A CD-ROM drive and a DVD drive are optical drives. Solid-state drives are faster than magnetic and optical drives. Objective: Hardware

You replaced a processor with a newer processor that should run at a much higher speed. However, your system does not identify the processor correctly, and the processor runs at the same speed as the old processor. What could you do to correct this problem? Correct Answer:

Update the BIOS. Explanation: Explanation If you replace a CPU and the power-on self-test (POST) fails to correctly identify the CPU, the most likely cause of the problem is an old BIOS. You should check with the BIOS manufacturer to see if this is indeed the problem and update the BIOS. Misconfigured jumpers can be another cause of a misidentified processor in older motherboards. Many older motherboards use jumpers to set the processor bus frequencies. Consult the motherboard documentation to determine how to properly configure the jumpers when you come across this problem. Reseating the processor would not correct the problem. If the processor were not seated properly, the system would not boot. There is not a turbo switch on motherboards. However, some motherboards have jumpers that require you to manually configure the processor bus frequencies. The symptoms presented in the scenario do not indicate an incorrectly configured processor voltage level. Symptoms of an improperly set processor voltage level include system lockups during or shortly after POST and operating system boot failure. Motherboards that use a form factor newer than the Socket 7 and Super Socket have built-in voltage regulators that do not require manual setting. However, Socket 7 and Super Socket motherboards require you to manually set the proper voltage level required for the particular processor. Objective: Hardware and Network Troubleshooting

Your company has recently purchased computer hardware inventory so that its IT technicians can make custom computers for certain users. The processors that were purchased include the Hyper-Threading (HT) technology. Which benefit does this technology provide?

Uses two or more physical processors to function Explanation: Explanation The Hyper-Threading (HT) technology in a processor provides the benefit of using a virtual processor to perform multitasking. A processor with HT enabled uses a single processor to create another virtual processor to simultaneously perform multiple tasks. A computer with HT enabled will virtually have two processors running. One processor is physically present in the computer, and another processor is a virtual processor. The HT capability of a processor allows the processor to perform multiple tasks without causing any delay by keeping multiple processes waiting in queue. The HT technology in a processor does not reduce the workload capacity. HT technology increases the workload capacity of a processor by allowing the processor to multitask between processes. The HT technology in a processor does not allow resources to sit idle. A processor with HT enabled can simultaneously handle multiple processes and execute them simultaneously. Therefore, the computer resources are used more efficiently, and the performance of the computer is improved. The HT technology in a processor does not require two or more physical processors to function. The technology allows a single processor to act as two processors. One processor is the actual physical processor, and the other is a virtual processor that has been created for multitasking. Objective:

You have a bootable DVD that includes virus-scanning software. However, when you insert the DVD into a computer's DVD drive and reboot the computer, the computer still boots normally. What is the problem?

You need to change the BIOS boot order. Explanation: Explanation You need to change the BIOS boot order. The computer will not boot using the bootable CD because the hard drive has a higher boot priority than the DVD drive. This can also be a problem if you try to boot using a floppy disk. BIOS boot order issues were more common when floppy drives were listed as the first boot device. If a non-bootable floppy were left in the floppy drive at boot time, the computer would display a non-system disk or disk error at startup. Once the floppy disk was removed from the drive, the computer would boot. Today a CD-ROM or DVD drive is often listed as the first boot device. This issue can also result from missing or corrupt boot files. If you suspect that this error is due to boot files being missing or corrupt, you should enable boot logging from the Windows Advanced Menu and replace the missing or corrupt boot files using the Windows installation media. You do not need to put the CD into a CD-ROM drive. DVD drives are capable of reading all types of CDs. You do not need to use Safe Mode or Safe Mode with Command prompt from the Advanced Boot Options menu. This will not boot the computer using the CD. If a CD-ROM drive, DVD drive, floppy drive, or tape drive is having problems reading disks or tapes, especially if the disks or tapes can be read on another computer, you may need to clean the drive. The A+ exam lists the following specific symptoms that an A+ technician must understand: Unexpected shutdowns - Random shutdowns that are not accompanied with a particular error message are usually the result of overheating. Make sure that all fans are working effectively. You may also want to deploy additional cooling options. Make sure that all open ports in the computer have a cover. If an unexpected shutdown is accompanied by a blue screen of death (BSOD), please refer to the BSOD section below. System lockups - System lockups occur when the system mysteriously stops functioning and no error or BSOD is displayed. Examine the system log files to troubleshoot the issue. Usually system lockups are due to memory issues, viruses, malware, or video issues. POST beep codes - When a system boots, the power-on self-test (POST) will check the devices for functionality. If a device fails during the POST, a series of beep codes will sound to indicate the problem. The codes that are used vary based on the manufacturer of the BIOS. An A+ technician should be familiar with the beep codes of the major BIOS manufacturers or know how to locate the beep codes. Keep in mind that one short beep means that the system is operational. Blank screen on bootup - For this issue, always test the obvious. Usually a blank screen is a video device problem. Make sure the monitor is plugged in to the wall socket, plugged in to the computer, and turned. It may also be necessary to test the wall outlet. You may also need to verify that the computer is plugged in to the wall socket and turned on. Finally, you may want to replace the video card with a known good video card. If you hear the system fan but the computer is not making the POST beep sound, you may have a failed motherboard. BIOS times and settings reset - If you encounter this issue, the problem is with the CMOS battery. Replace the CMOS battery and make sure to reset your BIOS settings. Attempts to boot to incorrect device - This issue is usually related to the BIOS boot order. It was more common when floppy drives were listed as the first boot device. If a non-bootable floppy were left in the floppy drive at boot time, the computer would display a non-system disk or disk error at startup. Once the floppy disk was removed from the drive, the computer would boot. Today, a CD-ROM or DVD drive is often listed as the first boot device. You can change the boot order in the BIOS. This issue can also result from missing or corrupt boot files. If you suspect that this error is due to boot files being missing or corrupt, you should enable boot logging from the Windows Advanced Menu and replace the missing or corrupt boot files using the Windows installation DVD. Continuous reboots - Reboots are usually the result of electrical issues, power supply issues, or overheating. Brownouts or blackouts cause computers to reboot. Attaching a computer to an uninterruptible power supply (UPS) will ensure that you can safely shut down the computer if these occur. If the power supply in the computer is the issue, you should replace it with one that supplies adequate power to the computer. Finally, if overheating is causing the reboots, you should check all fans and ensure that the CPU heat sink is still attached. You may need to replace these or add another cooling device to your computer. No power - Once again, check the obvious. Make sure that the computer is plugged in and that the wall outlet is supplying power. If a UPS or surge protector is used, check to see if its breaker was tripped by a power surge. Finally, check the computer's power supply by replacing with known good unit. Overheating - This is usually the result of cooling fan or cooling system failures. Make sure that all open slots are covered. In addition, ensure that all system fans are functional. Loud noise - Loud noise is usually caused by system fans, the power supply, or the hard drives because very few internal devices have moving parts. Check those three devices to trace the noise. Replace the part that is making the noise because the noise usually means that the device is close to failure. Intermittent device failure - First, make sure that you have the latest driver for the device. If the problem persists, you should replace the device. If intermittent failures are occurring with different devices, you could have a motherboard that needs replacing. Fans spin, no power to other devices - If no beep codes are heard, you probably have motherboard failure. If you hear beep codes, record the code that is heard and research that code to find the problem device. This problem could also mean that the power supply was not properly plugged into the motherboard. Indicator lights - Many components in a computer have indicator lights. In most cases, indicator lights will blink when activity is occurring and will be steady green when idle. However, some devices will have other lights and/or colors. Always consult the vendor documentation. If problems continue, you should replace the device. Smoke - This is a horrible problem to have but is usually easy to trace. Shut down the computer immediately and locate the device that is producing the smoke. Replace that device. Burning smell - This problem usually accompanies smoke. As with smoke, you should shut down the computer immediately and locate the device that is producing the smoke. Replace that device. Proprietary crash screens (BSOD/pin wheel) - Windows Blue Screen of Death (BSOD) errors are usually the result of hardware issues. You should always replace hardware one device at a time, following by a system boot. If the new hardware did not fix the issue, then that component is not the issue. Replace the component with the original and try replacing another component. Some of the more common BSOD errors are listed below: Data_Bus_Error - Faulty hardware has been installed or existing hardware has failed. Usually this error is related to RAM, cache, or video RAM. Unexpected_Kernel_Mode_Trap - Remove or replace any recently installed hardware. Run hardware diagnostics to determine which component has failed. Replace the failed hardware. This error can also be caused if you set the CPU to run at a higher speed than the CPU supports. Page_Fault_in-nonpaged_area - This error is caused by RAM, cache, or video RAM. Replace the failed component. Irq1_not_less_or_equal - This issue is usually caused by a device driver, system service, virus scanner, or backup tool that is not compatible with the version of Windows you are running. Make sure that all your drivers and software is updated to the version that is compatible with the Windows OS you are using. Pinwheel errors occur when users see the spinning rainbow pinwheel. Causes include bugs in applications, event processing issues, and virtual memory issues. Distended capacitors - Capacitors are included in computers on the motherboards, video cards, and power supplies. Capacitors can fail prematurely, causing the capacitor's case to bulge or rupture. In most cases, the only way to fix this problem is to replace the card that has the swollen capacitor. It is possible to replace them, but the process requires soldering experience. Replacing the capacitor is an electrical hazard and should only be attempted with proper training. Objective: Hardware and Network Troubleshooting

You must print a large number of pages on an inkjet printer in the minimum possible time. What should you do?

You should specify low-resolution printing for the pages to print. Printer resolution specifies the quality of printer output. Dots per inch (DPI) measures printer resolution. The higher the DPI of a printer, the higher the quality of the printer output. For example, the DPI of dot matrix printers is lower than the DPI of laser printers. However, a higher DPI printer will consume more computer memory and will require more time to process print jobs. Therefore, in scenarios where you want to print documents at high speed with low quality, you should specify low-resolution printing. You should not specify high resolution printing because this would require more time than printing documents at low resolution. High-resolution printing will increase the DPI of the printer, so the printer process will consume more memory and time, not less. You should not change the page orientation to either Portrait or Landscape mode because this would not affect speed of the printer. Page orientation is changed to specify whether the long or short edge of the paper is the top of the page. Objective: Hardware

Your organizational policy requires that users sync their mobile devices with the cloud at least once a week. Which of the following types of data can be synchronized to the cloud?

all of these Explanation: Explanation Calendars, pictures, and documents can all be synchronized to the cloud. The types of data to sync include: Calendar - Synchronizing and sharing calendars is very important so that appointments and other engagements can be met. When calendars are not synchronized between devices, it is possible to show a date and time as available for a doctor appointment on one calendar, but another calendar might show it as booked for a meeting. Another example of the ramifications could be that travel (airfare, hotel, and so on) is booked based on a date that appears available, when the person has an appointment at the same time on another calendar. Pictures - Synchronizing pictures, especially to a cloud server, allows the pictures to be available on all devices. Documents - Through synchronization, documents, spreadsheets, and presentations on one device show up with the same edits on the other device. Contacts - Contacts saved on the desktop computer can be synchronized so that they are also available on the mobile device. This is critical for someone who is away from the office. Programs - Synchronizing data in programs means businesses can stay current with things like inventory levels. An example is when someone scans a barcode tag on a shelf in a grocery store to order a product that is low. Data is collected on the mobile scanner and may be sent to a local server or a server at a warehouse for fulfillment. Another example is an electronic records system at a hospital, where a doctor can order a test for a patient electronically, and when analyzed, the test results show up on the tablet the doctor is using to access the patient's chart. Email - Syncing email allows an email that is answered on a mobile device to show as answered on the desktop. Music and videos - This data is often referred to as multimedia files. While it is great to have your music and videos with you on the road, they take up a significant amount of hard drive space. Due to their size, synchronizing videos over a cellular connection can eat up a significant portion of your cellular data plan if you are not careful. It is best to sync videos over a faster WiFi connection. However, music files are usually smaller. But you should always determine the size of the files and the limitations of your cellular plan before syncing. Bookmarks - Syncing bookmarks provides the convenience of having the same browser bookmarks on your mobile browser as on your desktop or laptop PC. Location data - This data allows the device to determine your location based on cell tower, wireless hotspot, or a combination of both. One example of syncing location data is Find A Friend, where families can keep track of each other's location and sync that data between the members of the family. Social media data - This data allows information updated on one device to show up on the other, and this also applies to multiple platforms as well. Information posted can be synchronized between several social media platforms, such as a Facebook post also posting to Twitter, or an Instagram or Pinterest post showing up on Facebook. eBooks - Syncing your ebooks library not only makes it so that you have your collection available but also saves the latest bookmarks and updates to what you are reading. Passwords - Syncing your passwords ensures that you do not have to remember the passwords for all the Websites that you visit. You can synchronize data on a mobile device to the cloud, to an automobile, or to a desktop or laptop computer. Data on the cloud can be accessed from remote locations. Objective: Mobile Devices

Which of the following is an example of an IPv6 address?

fe80::200:f8ff:fe21:67cf Explanation: Explanation An example of an IPv6 address is fe80::200:f8ff:fe21:67cf. An example of an IPv4 address is 127.0.0.1 and 192.1.0.1. An example of a MAC address, which is hard-coded into the network interface card (NIC) by the manufacturer, is 00-0C-F1-56-98-AD.

You suspect that a hacker has compromised a computer using one of its open ports. Which command would allow you to view the open ports on the computer?

netstat Explanation: Explanation The netstat command would allow you to view the open ports on the computer. The parameters used with the netstat command are shown in the following exhibit: You should not use the net use command. The net use command connects or disconnects shared resources. The syntax for the command is shown in the following exhibit: There are other parameters available with the net command, as shown in the following exhibit: You should not use the tracert command. This command displays the route a packet takes to a remote host. Its output is similar to the output of the ping command. The syntax of the command is shown in the following exhibit: You should not use the ssh command. Secure shell (SSH) is a command that allows you to remotely connect to a host in a secure fashion. It is very similar to Telnet. However, Telnet does not provide the same security as ssh. You should also understand the usage of the net command. The syntax of the net command is shown in the following exhibit: An example of the output of the ping command is as follows: An example of the output of the ipconfig command is as follows: An example of the output of the nbtstat command is as follows: An example of running the netdom command is as follows: An example of the output of the nslookup command is as follows: Objective: Hardware and Network Troubleshooting

You need to install a TV tuner adapter card in a computer. All of the following steps are necessary EXCEPT

plugging the TV tuner adapter card into a USB port. Explanation: Explanation To install a TV tuner adapter card in a computer, you should NOT plug the TV tuner card into a USB port. While there are TV tuners available that plug into a USB port, the USB TV tuners are not adapter cards. Instead, they are external devices that plug into a USB port. A TV tuner card can decode NTSC/PAL signals from an external source. You should plug the TV tuner adapter card into a PCI slot. In addition, you should plug the audio cable into the TV tuner adapter card and sound card. This will ensure that the TV audio is played through your sound card. After closing the computer case, you should plug the antenna into the TV tuner adapter card. A TV tuner adapter card will allow a computer to receive TV signals. Objective: Hardware