CNET 101 - Computer User Support I - Midterm Exam (Chapters 1-3)
Which memory rating identifies the fastest memory?
DDR3-2000
You have responded to a call from a customer who is having problems with his computer. After troubleshooting the problem, you discover the switch on the power strip was off. After switching it on, all of the components and their functionality return to normal. Which of the following is the best way to explain what the problem was to the customer?
"I found this power strip in the off position. Now that it's on, it looks like everything is working. It appears as though that was the problem. Can you confirm that the problem has been resolved?"
Match each of the motherboard components on the left with the appropriate description on the right.
-CMOS battery - maintains an accurate system time and date, even when the power is off. -Expansion slots - Allows additional features and capabilities to be added to the motherboard. -Southbridge - Houses the PCI bus controllers and communicates with the Super I/O controller. -Flash memory - Contains firmware that is used to configure the motherboard settings and initialize devices. -Northbridge - Controls communication between the CPU, memory, and high-speed graphics bus. -Non-volatile BIOS memory - Stores custom configuration settings made by the user.
Match the operating system attribute on the left to the correct description on the right. Ability to use multiple processing devices. Ability to run multiple applications simultaneously. Ability to run multiple parts of an application simultaneously.
-Multiprocessing -Multitasking -Multithreading
There are critical times when memory problems often manifest themselves. Match the critical times on the left with the corresponding descriptions of the causes of the memory problems on the right.
-This event can require more money and can cause problems if there is not enough memory when it occurs. - software installation -Memory is not properly seated or missing or the motherboard is defective - first boot of a new computer -Incompletely or improperly doing this can cause errors that appear to be memory-related - hardware installation or removal -The memory is not compatible and was not installed and configured properly - memory upgrade
Which of the following motherboard power connections typically connect directly to the motherboard? (Select two.)
1) 24-pin motherboard power 2) 4-pin CPU power
Select the voltages provided by an ATX power supply. (Select three)
1) 3.3 2) 12 3) 5
Which of the following statements are true (select two.)
1) 32-bit processors use only the IA-32 instruction set (also referred to as x86). 2) 64-bit processors use the x86-64 instruction set (also referred to as x64).
To prevent ESD when replacing internal computer components, you attach an anti-static wrist strap to your wrist. Where should the other end be fastened? (select two)
1) Anti-static mat 2) Metal area on the computer case
You have just finished upgrading the CPU in your desktop system. After running the system for about 15 minutes, the system spontaneously shuts down. To BEST troubleshoot this issue, which of the following steps would you perform first? (select two.)
1) Check the CPU fan power 2) Check the thermal shutdown threshold in the BIOS
You have just purchased a new plug-and-play sound card that uses a PCI slot. What should you do before installing the device in your Windows system? (select two)
1) Check the HCL to make sure the device is compatible with the version of Windows running on your system. 2) Download the latest driver from the manufacturer's web site.
Which of the following should be handled with caution due to high operating temperatures? (Select two.)
1) Components within a laser printer 2) Printing head in a dot matrix printer
Which of the following are common tools used to physically clean the inside of a computer? (Select two.)
1) Compressed air 2) Natural bristle brush
Which of the following accurately describes case fans? (select two)
1) Create a pressurized system inside the case 2) Pull cool air from the front and blow hot air out the back
Assuming the same operating frequency, what are the advantages of DDR3 over DDR2? (select two)
1) DDR3 doubles the data transfer rate of DDR2 2) DDR3 uses less power than DDR2
Assuming the same operating frequency, what are the advantages of DDR4 over DDR3? (select two)
1) DDR4 doubles the data transfer rate of DDR3 2) DDR4 uses less power than DDR3
You are building one of your customers a home theater PC (HTPC) to connect to an HDTV and high-definition audio system. The customer is going to be playing mostly Blu-ray movies on the system. Which of the following features should the sound card include? (Select two)
1) Dolby Digital, DTS support, or SDDS support 2) S/PDIF output
What type of software-generated problems can indicate that a software bug is causing a memory error? (select three)
1) Exception error 2) Page fault 3) General-protection fault
Which of the following are improvements over BIOS that are provided by UEFI? (select three.)
1) Faster startup times 2) supports drives larger than 2.2 TB 3) Supports 64-bit firmware device drivers
Which of the following connectors are part of the system case and connect to header pins on the motherboard? (select two.)
1) HDD LED activity 2) Power switch
What is a DB-15 connector on a sound card typically used for? (select two)
1) MIDI port 2) Joystick
You have just upgraded the CPU on your computer. You consulted the motherboard documentation to make sure the CPU is compatible with the motherboard. However, when you turned the system on, it locks up shortly after startup. While troubleshooting this issue, which of the following are the BEST steps to try first? (select two.)
1) Make sure the CPU is seated and oriented properly, and locked into the socket. 2) Look for something that could be causing the new CPU to overheat.
An employee submitted a support ticket stating that her computer will not turn on. Which of the following troubleshooting steps should you take first? (select two)
1) Make sure the power cord is plugged into the wall. 2) Make sure the surge protector is turned on.
Which of the following devices are most susceptible to problems associated with ESD? (Select two.)
1) Memory 2) Processor
Which of the following features are typically available through TRS ports on a sound card? (select two)
1) Microphone in 2) Speaker out
Which of the following features should you look for when selecting a vacuum cleaner for your cleaning kit? (Select two.)
1) Non-static generating 2) A vacuum cleaner that blows as well as vacuums
Lately your computer is spontaneously shutting down after only a few minutes of use. What is the most likely cause? (select two)
1) Overheated CPU 2) Cooling fans clogged with dust
You want to be able to watch and record live TV on your computer. Your computer already has a video card, so you want to purchase an additional card that provides TV tuner input capabilities. Which of the following should MOST likely be part of the configuration process? (select two)
1) Purchase a card that supports ATSC 2) Connect the TV input to the tuner card using coaxial cable and F-type connectors.
You are in the process of building a new computer. You would like to configure your computer to use SLI to improve performance while playing your favorite game. Which of the following will MOST likely be part of the configuration process? (select three)
1) Purchase a motherboard with two (or more) PCIe x16 slots 2) Purchase two graphics cards with SLI and similar specifications 3) Connect at least one monitor to the graphics card
Which of the following are safety benefits associated with encasing cables that run across the floor? (Select two.)
1) Reduced tripping accidents 2) Prevents wear
Your company has decided to hire a full-time video editor. You have been asked to find a system with the level of display quality needed by someone who will be working with video all day. Which of the following video card specifications will have the greatest impact on display quality? (select two)
1) Resolution 2) refresh rate
Drag the computer function on the left with its associated hardware component on the right. (Each option can be used more than once.) Hard disk Printer Keyboard CPU Speakers RAM DVD-RW Microphone
1) Storage 2) Output 3) Input 4) Processing 5) Output 6) Processing 7) Storage 8) Input
A customer wants to add an additional video card to her computer so she can play the latest computer games. As a result, this system will now have a multi-GPU configuration. Which of the following statements are true? (select two)
1) The motherboard should support either SLI or CrossFire. 2) For the best performance, both video cards should be identical.
Which of the following is most helpful in keeping a computer cool? (Select two.)
1) Vacuum dust from the system regularly 2) Verify that cooling fans are not circulating air in the wrong directions
A customer has brought a computer in to be repaired. He said he thinks that the sound card has stopped working because no audio is produced when music, video, or DVDs are played. Which troubleshooting step should you take first? (select two)
1) Verify that speakers are plugged into the correct jack and are powered on. 2) Verify that the volume isn't muted
You have a motherboard that uses a 24-pin ATX connector. Which types of power supply could you use with this motherboard?
1) a power supply with a 24 pin ATX connector only 2) a power supply with a 20-pin ATX and a +4-pin connector
Which of the following devices use the 4-pin peripheral (molex) connector? (select two)
1) case fan 2) PATA CD ROM
You have just finished upgrading the CPU in your desktop system. After running the system for about 10 minutes, the system locks up and automatically restarts. Which of the following is BEST to do first to troubleshoot the system? (select two)
1) check the CPU fan power 2) Make sure the heat sink is properly mounted and has thermal paste
You have an existing system that has a single DDR3 memory module installed. You would like to add more memory to the three remaining empty memory slots. What should you do to make sure you get the right memory for the system? (select two)
1) check the motherboard documentation to find which modules are supported 2) purchase additional modules that are the same as what is currently installed
Which of the following does an ATX power supply perform? (select two)
1) converts AC to DC 2) aids in thermal management
You need to replace the power supply in your home desktop computer. Which of the following specifications are most likely to affect your power supply choice? (select three)
1) form factor 2) output wattage 3) type and number of connectors
You are in the process of configuring a new computer. The motherboard has six memory slots and supports triple-channel memory. You install two memory modules. when you boot the computer, the BIOS recognizes both modules, but the memory only runs in dual-channel mode. Which of the following will MOST likely fix this issue? (select two.)
1) install a third identical memory module 2) move the modules to the correct motherboard slots
Which of the following will ensure optimal system cooling? (select three)
1) leave space between the case and any walls or obstructions 2) Keep the ambient temperature below 80 F 3) Bundle cables together and secure unused cables to the case
You have been using the same computer for several years. To improve performance, you decide to upgrade the processor. You check the motherboard documentation and purchase the fastest processor supported by the motherboard. However, when you start the computer, it beeps regularly and nothing is displayed on the screen. Which of the following actions would MOST likely rectify this issue? (select two.)
1) reinstall the old processor in the motherboard. 2) flash the UEFI firmware.
Which of the following are true regarding a dual channel memory bandwidth configuration? (select two)
1) the memory controller must support dual-channels. 2) bandwidth is increased by 5-15%
What are two major disadvantages to overclocking the CPU? (select two.)
1) voided warranty 2) increased heat output
You have a computer which has 4 DDR2 memory slots, Currently there are two 512 MB memory modules installed. You check the motherboard documentation and find that the system has a 4 GB memory limitation. You want to add as much memory as possible without replacing the existing modules. What is the maximum total amount of RAM that can be installed in this system.
3 GB
Which tool would you use to grab and lift small objects?
3-prong holder
What is the approximate bus speed of DDR2 memory rated at PC2-5300?
333 MHz
Which of the following BEST describes the theoretical capacity of a DDR4 standard system memory module?
512 GB
You want to build a new system that supports 6 GB of memory. Which of the following will be most important consideration when building the computer?
64-bit processor
Use the above diagram to match the case type labels on the left with their corresponding cases, identified by letters, on the right.
A Mini-ITX Tower B Micro-ATX Slim Tower C Micro-ATX Tower D ATX Mid-Tower E ATX Full-Tower
What is a ZIF socket?
A special socket for inserting and securing a processor
Consider the external ports for a typical PC system (pictured below). Drag the port type on the left to the letter on the right that best identifies it. (Each type can be used once.) A-J
A) HDMI b) Thunderbolt c) IEE 1394 d) USB e)VGA f) DVI g) RJ45 h) RJ11 i_Fiber S/PDIF j) Audio Jack
Which of the following expansion buses were most commonly used for video cards in older computer systems?
AGP
You need to purchase a case that meets the following criteria: - Compatible with most form factors. - At least two external and internal bays. - Good balance of size and space. Which case type should you purchase?
ATX mid-tower
You have a computer with a Pentium 4 CPU and two PC-2400 DDR- modules. The motherboard has room for two additional memory modules , you'd like to install two PC-4000 modules. Which of the following statements is true?
All memory will operate at 300 MHz
What is the purpose of cache memory?
Allows a processor to access data more quickly
After working without problems for a couple years, your computer has begun to lock up. You suspect that it is a thermal issue but you can't find any component that is not functioning correctly. You have not replaced the CPU or installed any new devices. The CPU cooling fan and the power supply fan are working properly. The lock-ups are happening with increasing frequency. Which of the following is a common condition that might explain these symptoms?
An accumulation of dust has gradually built up.
Which of the following protects a computer system from electrostatic discharge?
Anti-static wrist strap
While on a service call at a customer site, you are discussing the problem with the customer when your cell phone rings. You check the caller ID and you see that the call is related to parts you ordered for another customer. What is the most professional way to handle the situation?
Ask the customer if they mind if you take the call, and then step into the hallway to briefly talk on the phone. Explanation Because the call is work related, the most professional way to handle the situation is to ask the customer if they mind if you take the call. Most customers will have no problem with this. Letting the phone continue to ring is very distracting. Quickly answering the phone without asking the customer is rarely appropriate, even if it is to say you'll call the person back.
Which of the following components is an example of firmware?
BIOS/UEFI
To improve system performance, you have configured a motherboard to run with a higher multiplier than what the CPU is specified to use. Since doing this, the system has become unstable and crashes frequently. To restore system stability, which of the following should be completed?
Back off on the overclocking settings until the system runs in a stable manner.
Where should the thermal paste go when installing a processor?
Between the heat sink and CPU
Match the Mac key labels on the left with the corresponding Mac key descriptions on the right. -The primary modifier key on Apple systems, used like the Ctrl key on a Windows system -Primarily used for text document navigation -Used for application and navigation shortcuts -Typically only found on Apple notebooks and is used to access the F1-F12 keys on the keyboard
C, D, A, B
With a memory module read request, there is a delay between the time of the data request and the time the data is available for output from the memory module. What is this delay called?
CAS Latency
Which of the following is a general term for the program that holds system information related to the starting of a computer?
CMOS
Which of the following components is necessary to keep the real-time clock running?
CMOS battery
To which of the following objects should thermal paste be applied?
CPU
What is the correct order for installing a processor for proper cooling?
CPU, thermal paste, heat sink, fan
Which of the following memory ratings identifies the fastest memory?
DDR3-1600
You would like to install Windows on a computer that previously had another OS installed on it, but you aren't sure if the audio card is compatible. The installed audio card is a SoundMax D1371 (PCI). Which of the following BEST describes the next step you should perform?
Check the manufacturer website for compatibility information
You have just installed a new USB card reader in your Windows computer. Every time you perform a certain action using the card reader, you get an error message that you've never seen before. What should you do first?
Check the manufacturer's Web site for information about the error
You recently purchased a new sound card and installed it in a free PCI slot in your computer. You plug in your old speakers, but don't get any sound. You checked all cable connections and they are secure. You have also ensured that the speaker volume is appropriately adjusted and isn't muted. Which of the following BEST describes the next step you should perform?
Check the vendor's website for an updated driver
You want to upgrade all the memory in your system with the fastest memory available. Which should you choose?
Choose the type of memory that is supported by your motherboard.
Which Windows tools would you use to browse the file system on a drive? (Select three.)
Computer File Explorer Windows Explorer
You are installing a high-end PCIe x16 video card in a new computer. The video card has connections for two displays. The card also has dual fans to cool the unit. Which of the following will MOST likely be part of the installation?
Connect a 6- or 8-pin power connector to the video card
One of the users in your company notices some strange behavior on his computer. After describing what is being seen, you do a little research and determine that the best course of action would be to update the UEFI firmware. Before performing the upgrade, if possible, which of the following would be the BEST action to take?
Connect the computer to a UPS
You just replaced the motherboard in your computer. Now your computer will not start. You press the power button on the system case, but nothing happens; there are no sounds or lights. What should you do?
Connect the power button to the motherboard
As a PC technician, what are the best actions to take if you are late to an appointment? (Select two.)
Contact the customer and apologize. Give a realistic timeframe for your arrival.
A user reports that she can't turn her computer on. After some investigation, you find that the power supply is malfunctioning. What should you do next?
Create an action plan.
You are providing telephone support for a user who is trying to connect a computer to a projector. You know that the projector only has a VGA port. How would you describe the connector that the user should look for?
D-shaped with 15 pins
Which component is responsible for converting digital audio into sound that can be played on speakers?
DAC
You suspect that the power supply in your desktop PC is failing. You want to use a multimeter to test the power supply. Which multimeter setting should you use?
DC volts
Your motherboard has sockets for 184-pin DIMM RAM. Which type of RAM should you install?
DDR
Which of the following are terms used to identify memory modules?
DIMM
You are helping a customer over the phone who needs to connect to a monitor that uses a digital interface. Which port should you instruct her to look for on the back of her PC?
DVI
Mission Control is a desktop and windows management utility that is used to access several Mac OS features. Which of the following are Mac features accessed through Mission Control? (Select three.)
Dashboard All Windows Multiple Desktops
A user reports that he can't send print jobs to a specific printer. You go to the user's computer and reproduce the problem. What should you do?
Determine if anything has changed.
A user reports that he cannot access several network files. After some investigation, you determine that the problem is with a network server. What should you do next?
Determine if escalation is needed.
The PCI sound card in your computer stopped working. You decided to use the motherboard's integrated sound until you can replace the PCI sound card. After removing the PCI sound card and powering on the computer, you have no sound and the built-in sound card does not show up in Device Manager. To solve this issue, which of the following is BEST to try first?
Edit the CMOS settings and enable the onboard sound.
You purchased a new LED monitor for your computer. On the back of the monitor you see the following port (pictured below). Which type of cable should you use to connect the monitor to your computer?
Display Port Cable
A user reports that the projector in the conference room has display issues when it is connected to his laptop. After identifying the cause and completely resolving the issue, the projector displays the images perfectly both on his laptop and the projector. What should you do next in your troubleshooting strategy?
Document the solution. Explanation You have completed and tested the task, and verified full system functionality. You now document the solution, so if the same display issue returns, you or your replacement will know what to do.
You've just installed a new video card in an employee's Windows workstation. When you power the system on and load the OS, everything on the screen looks enlarged and pixelated. You try to change the resolution, but the only available option is 640x480. Which of the following will BEST resolve this problem?
Download and install the latest driver from the video card manufacturer's website.
You are building a new computer. You want to select a power supply with features that can help you prevent circuit overloads by balancing the current flow. Which of the following is the BEST option for you?
Dual-rail
which of the following is an error detection technique that can also correct the error?
ECC
Which of the following components is a non-volatile memory technology for saving system settings when the computer is powered off?
EEPROM
A user sends a print job to a network printer and it prints page after page of random characters. He calls the help desk and a technician discovers that somehow the wrong printer driver has been loaded on the user's workstation. The technician loads the driver, verifies that the system works correctly, and documents the solution. What else should she do?
Educate the user as to how the problem was resolved and verify that they are satisfied with the results
You are in a carpeted office lighted by fluorescent bulbs. You are preparing to add memory modules to a user's computer. The user has already unpacked the memory and stacked them on top of an old, unused CRT monitor. What is the greatest threat in this environment that could damage these memory modules?
Electrostatic Discharge (ESD)
Since it has no moving parts, a CPU will usually work properly for several years. Which of the following is a common factor that might cause a CPU to fail prematurely?
Electrostatic discharge (ESD)
What is your top priority when responding to emergencies and hazardous situations?
Ensure the safety of people in the area
A user asks you to perform a task that you do not know how to do and is not in the scope of your job duties. What is the best way to respond?
Explain to the user that this is not a task you can perform, but you will do your best to contact someone who can perform the task.
You are removing screws within a computer, but several have fallen into places you can't reach. Which tool would help retrieve the small screws?
Extension magnet
Consider the cable connectors used by various peripheral devices (pictured below). Drag the letter on the left to the peripheral device on the right that would most likely use the connector type. A-H
External Storage Device G Analog Monitor D Video Camera C HDTV A Dial-up Modem H Digital Monitor (without audio) E Network Adapter Headphones F Headphones B
Which of the following objects is installed between the system case and the motherboard's back I/O ports?
Faceplate
You work at the IT Help Desk in your company. An employee calls to report a problem with her workstation and a service ticket is assigned to you. You respond to the service ticket immediately and arrive at the employee's workstation within minutes; however, when you begin speaking to her, you can't understand what she is saying because she is speaking Spanish, and you do not understand Spanish. What should you do?
Find an interpreter
You can use these finger motions to perform specific functions on a Mac OS system: • Right-click: Tap with two fingers to right-click • Smart zoom: Double-tap with two fingers to zoom in on a web page, image, or document (double-tap again to zoom out) • Scroll: Slide up or down using two fingers to scroll up or down • Zoom: Spread two fingers apart to zoom in. Bring fingers back together to zoom out • Page navigation: Slide two fingers left or right to navigate between pages in a document • Mission Control: Slide four fingers straight up to open Mission Control • All apps: Slide four fingers straight down to display all windows of the active app What is the name of the Mac feature that makes these finger motions available?
Gestures
You are building an HTPC (home theater PC) that will be connected to an HDTV. You want to be able to play Blu-ray movies on the HTPC. Which of the following features should your video card and HDTV MOST likely support?
HDCP
While answering Help Desk calls, a field customer calls and complains that he cannot print to a workgroup laser printer. Which of the following should be the first question you ask?
Have you ever printed to that printer
Which tool would be the best choice to remove and replace the motherboard BIOS chip?
IC extractor
You are responsible for managing client workstations for your company. A frantic user calls you one morning exclaiming that "nothing is working." What should you do first in your troubleshooting strategy?
Identify the problem
You are the PC technician for a company. An employee has gone to a meeting while you fix the computer in her office. She accidentally left a report open next to her computer which states that a friend of yours in accounting will be submitted for review if their poor work performance continues. What should you do?
Ignore the paper and tell no one of its contents
You need to find a file that you saved on your computer. You will have to search for it because you don't remember which directory it was saved in. Which Windows feature improves the speed of file searches on your computer?
Indexing service
You have installed a new computer with a quad-core 64-bit processor, 6 GB of memory, and a PCIe video card with 512 MB of memory. After installing the operating system, you see less than 4 GB of memory showing as available in windows. Which of the following actions would MOST likely rectify this issue?
Install a 64-bit version of the operating system.
You have a computer with a dual core 64-bit processor that uses the x86-x64 instruction set. You want to install the 32-bit application on the computer. What should you do?
Install the application normally.
Match the video card types on the left with the appropriate characteristics on the right. Each video card type is used more than once.
Installed in an expansion slot on the motherboard - Dedicated Has a GPU and dedicated high-speed video memory bank. - Dedicated Are more powerful and more expensive. - Dedicated GPU is integrated with another hardware component, such as a motherboard or CPU. - Integrated Shares system memory for graphic processing. - Integrated Are much cheaper and less powerful. - Integrated
What is the purpose of an MSDS?
It documents how to safely handle and dispose of hazardous materials.
After installing two memory modules, you power on the system to check for errors. You find that the BIOS program recognizes only on of the memory modules. While troubleshooting this issue, which of the following is BEST to try first?
Make sure that both modules are seated properly in their slots.
Which of the following are considered input devices? (Select three.)
Keyboard Microphone Scanner
A new laptop was delivered to your home and left on the porch while you were at work. It is very cold outside, and you don't know how long it has been there. You unpack the computer and would like to know if it is working properly. What should you do?
Let the computer warm up to room temperature before turning it on.
Of the following choices, which action could be MOST harmful to you?
Looking into the end of a fiber optic cable
A printer is behaving erratically and you suspect a faulty parallel port. Which tool can you use to test the parallel port?
Loopback plug
Your workstation is unable to communicate with any other computer on the network. Which of the following tools should you use to test the ability of the network card to send and receive signals?
Loopback plug
Which of the following could be detrimental while flashing the BIOS?
Loss of power
You want to add a second processor to your dual-processor system. Which of the following should you do?
Match the speed of the new processor with the speed of the existing processor.
Which port on a sound card should you connect a non-amplified microphone to?
Mic In
You want to build a computer that can stand upright on a desk and takes up the least amount of space possible. Which case type should you select?
Micro-ATX slim tower
Which motherboard form factor allows for low-consumption power supplies?
Mini-ITX
Which of the following characteristics accurately describe passive heat sinks?
More reliable than active heat sinks.
Which of the following are considered computer hardware? (Select two.)
Motherboard and printer
You are in the process of configuring a new computer. The motherboard has four memory slots and supports dual-channel memory. You install two memory modules. When you boot the computer, the BIOS recognizes both modules, but the memory is not configured to run in dual-channel mode. What should you do?
Move the modules to the correct motherboard slots.
Which tool would you use to measure electrical properties such as voltage, amps, and resistance?
Multimeter
Which of the following form factors does not have expansions slots on the motherboard, but instead uses a riser card to expansion cards?
NLX
Which of the following expansion buses uses a point-to-point dedicated connection and provides a serial full-duplex method of transmission?
PCIe
A user called her organization's Help Desk to request help with connecting to a network server. The Help Desk technician came to her desk to resolve the issue. Once there, the technician used the user's telephone to call his girlfriend. The call lasted the entire time the technician was at the user's desk. Did the technician handle the request correctly?
No, the technician should not have used the user's telephone for a personal call
A user called the Help Desk because he's having trouble downloading new messages from the company's email server. The Help Desk technician told him to open a command prompt and try to ping the email server. The technician also told him to check his SMTP and POP3 server IP addresses. Did the Help Desk technician handle this request correctly?
No, the technician used jargon that the user probably didn't understand. Explanation By using technical jargon, the technician did not handle the request properly. While words like ping, SMTP, POP3, and IP address are familiar to system administrators and Help Desk technicians, most end users are not familiar with these terms.
Which of the following expansion buses are most commonly used for video cards in modern computer systems?
PCI Express
Which expansion slot is best for high-end dedicated video cards?
PCIe x16
Which of the following components requires special disposal procedures to comply with environmental guidelines?
Notebook battery
You are testing the power supply in a PC system by measuring the voltage available on the 4-pin Molex connector. The voltage on the red wire is +5.1 volts. What should you do?
Nothing, the power supply is working normally.
Lately your computer is spontaneously shutting down after only a few minutes of use. What is the most likely cause?
Overheated CPU
Zoey has brought her computer in for servicing. When she dropped off her computer, she mentioned that her computer will sometimes spontaneously reboot and freezes occasionally. Which of the following is the MOST likely cause?
Overheated CPU
Which of the following expansion buses is most commonly used for devices such as sound cards, modems, and network cards?
PCI
What is the name for the routine that tests the motherboard, memory, disk controllers, video, keyboard and other system hardware?
POST
You are connecting an older, dot matrix printer to a computer. The printer's cable is a D-shaped connector with 25 pins. Which port type does the printer connect to?
Parallel port
Which of the following is an error detection technique that can detect errors with only one bit?
Parity
Which of the following thermal solutions might you find on memory modules?
Passive heat sink
A user reports that her system is running slow when saving files. You determine that you will need to upgrade her hard disk. You identify the components that are required and decide to schedule the repair for later that afternoon. Up to this point, which step have you forgotten in your troubleshooting process?
Perform a backup
You have an AMD processor and an Intel processor, both of which have the same speed rating. Which of the following statements is true about the relative performance of both processors?
Performance will depend on other factors such as cache and other features.
You recently purchased a USB audio headset and connected it to a USB port on your Windows system. However, when you launch your music player, the audio is played through your desktop speakers instead of the new USB headset. You need to reconfigure the system to use the headset instead of the desktop speakers. Click the tab you would use in the Sound Properties window to do this.
Playback
Which of the following tools is specifically designed to test the DV voltage on a hard disk drive power connector?
Power supply tester
Besides protecting a computer from under voltage, a typical UPS also performs which two actions.
Protects from over voltage Conditions the power signal
You are in the process of building a new computer. You would like to configure your computer to use Crossfire to improve performance when playing your favorite game. Which of the following will be part of the configuration process?
Purchase two identical video cards
You have a computer system with a dual-core processor. You would like to upgrade to a quad-core processor, but you don't want to replace the motherboard.
Read the motherboard documentation to identify which processors are supported.
You have a computer system with an Intel Core i3 processor that operates at 3.7 GHz. You would like to upgrade to a faster processor, but you don't want to replace the motherboard. Which of the following should you do first?
Read the motherboard documentation to identify which processors are supported.
You recently purchased a USB audio headset and connected it to a USB port on your Windows system. The headset includes a microphone that can be used to record audio. However, when you launch your audio recording program, no audio is recorded. You need to reconfigure the system to use the headset mic instead of the built-in mic. Click the tab you would use in the Sound Properties window to do this.
Recording
Which of the following actions is not recommended for keeping your computer cool?
Remove unused expansion card slots covers
You have a system that has been overheating. Which of the following actions WILL NOT help to keep the system cool?
Removing the case side panel
Your computer has one single core processor installed. The motherboard supports processors with up to four cores. You want to upgrade your computer to a quad-core system. Which of the following will be part of your configuration?
Replace the existing processor.
A user calls to complain that her computer is behaving erratically. Some days it functions correctly, other days it crashes frequently. Sometimes, the system won't boot at all. You open the system case and notice the following -Two of the mounting screws are missing from the system hard disk drive. -The system uses memory modules from several different manufacturers with mismatched capacities. -Several capacitors on the motherboard are bulged and have a brown liquid oozing from them. -The chassis fan on the front of the case is oriented to blow air into the system. What should you do?
Replace the motherboard
You are servicing a client's computer that has been randomly restarting. You decide to test the power supply using a multimeter. You connect the positive lead to the yellow wire on one of the Molex connectors. ::meter shows 10.24 VDC:: Which action should you take based on the multimeter reading. (shown in the diagram)?
Replace the power supply because it is failing.
Your system crashes at various times, sometimes on startup, sometimes when running a software application, sometime when a certain group of applications is running. You suspect a malfunctioning CPU but none of the common issues seem to be present. You have not configured overclocking. There is no overheating. The CPU is seated correctly and locked into its socket. What can you do to definitively determine if the CPU is causing the system crashes?
Replace the suspect CPU with a known good CPU of the same make and model.
You test installing a second CPU. You remove the terminating resistor from the second CPU slot, insert the CPU and perform your testing . Upon conclusion of the test you remove the second CPU and find that your system no longer boots up properly. How can you correct this situation?
Replace the terminating resistor in the slot that was occupied by the second CPU.
You are building a new computer and want to purchase a motherboard that has integrated sound with digital audio output. Which of the following ports would you MOST likely find on the motherboard faceplate that indicates digital audio support?
S/PDIF
Good documentation will:
Save you time and money in troubleshooting problems.
What is the role of the CMOS in a modern computer?
Saves information about system devices
You are the PC technician for a company. You received the following email from an employee: My email doesn't work. I keep getting email sent back to me, and I can't find any of my old emails. I don't think that the email program has ever worked well. When you arrive at the user's desk, you ask him to show you how they actually go about their email tasks. You quickly determine that the problem is not with the program, but that the user needs to be trained on how to use the program. You have several important work tasks that need to be completed by the end of the day, and this is not high on your priority list. What is the best way for you to respond?
Set up a time where you can sit down with the employee and show him how to complete common tasks.
After arriving at work, you turn on your computer to begin your day. Instantly, you see smoke and smell a strange odor coming from the computer. Which of the following would be the MOST important action to take?
Shut off the system immediately.
Which of the following statements is true regarding single- and double-sided memory?
Single sided memory uses half the memory modules as double sided memory of the same capacity.
Which of the following devices help protect against temporary, above-normal voltages?
Surge protector
As you troubleshoot a problem during a customer appointment, you discover the problem is directly related to the customer's actions. How should you best address the situation?
Tactfully explain the problem without accusing or judging the customer
An employee demands that she needs more RAM for her computer in order to complete her work tasks, but you know that her department isn't budgeted for new equipment. Your supervisor is the only one that has the authority to allocate department funds. How should you respond?
Tell the employee that she isn't currently budgeted for equipment upgrades, but that you will let your supervisor know about the request so it can be properly determined if new RAM can be required
A user reports that he is unable to access data on an external hard drive. You investigate the problem and determine that the USB cable connection to the hard drive is damaged. You replace the cable. What should you do next?
Test the solution.
A user reports that her monitor has stopped working. While troubleshooting the issue, you discover a bad video card in the system. You replace the card and connect the monitor cable to the card. What should you do next in your troubleshooting strategy?
Test the solution.
What are loopback plugs used for?
Testing ports by returning output signals as input
When you boot the computer, it hangs after asking you for the current time and date. What is the most likely problem?
The CMOS battery has failed
What is the biggest advantage of 64-bit processors over 32-bit processors?
The ability to use over 4 GB of memory.
What does occasional beeping from the UPS mean?
The computer is running on the UPS battery power
Which of the following processor features used is MOST likely to dynamically reduce power consumption based on current operating conditions?
Throttling
Your company relocated you to their United Kingdom office in London. You brought your personal computer with you and are in the process of setting it up. Your computer was previously configured to receive 110 V AC, but the electricity in London uses 230 V AC. Which of the following would allow your computer to run on 230 V AC?
Toggle the voltage switch on the power supply to the different voltage.
You need to trace the route that a Cat 6 UTP cable takes through the ceiling and walls of your building. Which tool should you use?
Tone generator
Which of the following BEST describes the technology designed to replace the BIOS and is a firmware solution for controlling the startup process and loading the computer operating system into memory?
UEFI
Which connector on the back of a computer is used to attach a mouse to a modern PC system?
USB A
A notebook that you previously purchased was shipped with SODIMM memory to accommodate the notebook's form factor. You would like to upgrade the memory. Which of the following is an upgrade to the SODIMM standard?
UniDIMM
You have been using the same computer for several years. To extend its service life, you decide to upgrade the processor. You check the motherboard documentation and purchase the fastest processor supported by the motherboard. However, When you start the computer, it beeps regularly and nothing is displayed on the screen and it doesn't start. While troubleshooting this computer, which of the following would be BEST to try first?
Update the UEFI firmware
Your motherboard has two memory slots and supports a maximum of 8 GB of RAM. After installing two 4 GB modules and booting your system, you find that Windows only recognizes 3.5 GB of RAM. Which of the following would MOST likely fix this issue?
Upgrade to a 64-bit version of Windows.
You have a desktop computer that uses a 250 Watt power supply. You recently added a 4-disk RAID10 array to the system and now it spontaneously shuts down. Which of the following would MOST likely rectify this issue?
Upgrade to a power supply that provides more watts.
You are building a new computer from both new and used parts. The video card is a PCIe video card that requires an 8-pin power connector. However, your power supply doesn't haven an 8-pin PCIe power connector. Which solution would be the least expensive option for your system?
Use an adapter cable to connect 2 4-pin molex connectors to the 8-pin PCIe connector.
You need to connect a monitor that provides an HDMI port and a VGA port to a video adapter in a PC system that uses a DVI-D connector. Which of the following options, would provide the BEST display quality at the lowest cost?
Use an adapter to connect the monitor HDMI port to the DVI-D connector on the PC.
You decided to upgrade your PC to use a faster processor. To do this, you ordered a new motherboard over the internet that supports the processor you want to use. When it arrives, you discover that the motherboard uses Mini-ATX form factor. Your current case is an ATX mid-tower with a standard ATX motherboard inside. What should you do?
Use the mini-ATX motherboard in the ATX case
Match the cooling system types on the left with the appropriate characteristics and uses on the right. Each cooling system type can be used once, more than once, or not at all.
Used for cooling high-end video cards - Active heat sink Used for cooling high-end gaming computers - Liquid cooling Has a fan attached to the heat sink - Active heat sink Used for cooling CPUs - Active heat sink Exhausts hot air out of the back of the case - Power supply Used for cooling memory modules - Passive heat sink Used for cooling high-performance systems - Liquid cooling Has no fan attached to the heat sink - Passive heat sink
Which component of Windows prompts the user for credentials or permission to minimize the dangers of unintended software installations?
User Account Control (UAC)
You are trying to help a co-worker order a UPS for each PC in her remote office location. What rating is used to specify the size of a UPS?
VA Explanation The size of a UPS is specified by a volt-amp (VA) rating. The larger the VA rating of the UPS, the longer the UPS can keep the system running in the event of a power failure. Volts are only part of the rating system used for UPS units. Ohms are not used to rate UPS units nor is wattage.
You are looking at a high-density (three-row) female DB-15 connector on the computer. What device uses this connector?
VGA/SVGA monitors
A user has called to complain that her computer won't boot. It stops on the system startup screen right after the memory has been tested and displays a 301 keyboard error. Which of the following troubleshooting steps is the BEST to try first?
Verify that no keys are being pressed down during POST.
Which of the following items are likely to be displayed in the Notification Area of a computer running the Windows operating system? (Select two.)
Volume control The current time
You have a desktop that you want to upgrade. You add several internal components and external components. You realize that you need to ensure that your power supply can support all of the new devices. What should you do?
Watt rating
When do you need to upgrade the system BIOS?
Whenever a BIOS update provides functionality that is not currently supported but that is required by the operating system or hardware.
Which operating system(s) include the following features? -Cortana -Cloud storage -Continuum -Microsoft Store -Microsoft Edge
Windows 10
Which of the following statements about cleaning monitors and display devices is true?
You should clean the monitor while it is powered off with a lint-free cloth.
Consider the memory modules shown in the image below. Drag the label on the left and drop it on the letter on the right that best identifies the associated memory module form.
a) DDR DIMM b) DDR3 DIMM c) DDR4 DIMM d) DDR2 DIMM e) 200-pin SODIMM f) 144-pin SODIMM g) UniDIMM
Consider the following diagram of a typical motherboard. Drag the label on the left to the letter on the right that best identifies the associated connector.
a) PCI b) PCIe x16 c) PCIe x1 d) Case fan power e) CPU power f) CPU g) Memory h) Power supply i) SATA j) Front/top panel k) USB l) IEEE 1394 (firewire)
What is the name of the set of features that improves the visual appearance of Windows? These features include, but are not limited to, the following: -Glass effects -Window animations -Flip 3D -Snap -Shake
aero
What would you enter at the command prompt to start a new Bourne-again shell (bash) session?
bash
What type of RAM might slow system performance because it holds memory addresses or data to improve stability on systems with more than 1 GB of RAM before it is transferred to the memory controller?
buffered
You're working on a Mac computer that has an issue with a non-responsive application. You need to stop the application using the Force Quit feature. Which of the following keyboard shortcuts can be used to access the Force Quit feature?
command+option+esc
Which of the following Mac features is used to launch apps, switch between running apps, access the Trash, and also to access specific folders.
dock
You are attempting to boot a new system. The boot fails and the system sounds a beep code. Which of the following describes the MOST likely cause of this error?
either no memory is installed or the memory was not detected
You need to replace the power supply in your home desktop computer. As you choose the replacement power supply, which of the following specifications are the most likely to affect your choice? (choose three)
form factor processor connector output wattage
Which Windows component can be used to display information such as weather forecasts, time, and news headlines on the desktop?
gadgets
What would you enter at the command prompt on a Linux system to display the IP addresses and subnet masks assigned to each network interface on a Linux system?
ifconfig
You are a PC technician for a company. An employee needs you to install some software on his computer over his lunch break. When you log on to the computer, you notice the employee's desktop has so many shortcuts and files that you can't even see the desktop background. Which of the following actions should you take?
install the software and leave the employee's computer exactly how you found it.
Which of the following is the name of the core of the operating system that is loaded into memory when the system boots up? This part of the operating system is responsible for -Controlling security -Managing the file system -Providing a platform for applications to run on
kernel
Which device type should typically not be plugged into a protected outlet on a UPS unit?
laser printer
What would you enter at the command prompt on a Linux system to display a list of the files and subdirectories that exist within the present working directory?
ls
You want to know more about the usage, command syntax, and the options available with the Linux ifconfig command. What would you enter at the command prompt to display this information about ifconfig?
man ifconfig
A customer needs to use several applications. Currently, the computer cannot keep all the necessary applications open at the same time. Which of the following components should you consider upgrading?
memory
You have just a built new system from scratch. You turn the computer on but the system boot fails and sounds a beep code. Which of the following is the MOST likely cause?
memory not installed or not detected
Which of the following is the most common method for removing RAM with a motherboard?
move the tabs holding the RAM out of the way; pull straight up to remove the RAM.
You have received an order of various system components from an order you placed several weeks ago. One of the components is labeled as SODIMM memory. For which of the following was this memory MOST likely purchased?
notebook computers
Which of the following is the term used for a set of programs that acts as an interface between the applications that are running on a computer and the computer's hardware?
operating system
To improve system performance, you have configured a motherboard to run with a higher multiplier than what the CPU is specified to use. Using the drop-down list, select what this practice is called?
overclocking
A computer was brought into your helpdesk center for repair. You have been told that it randomly locks up. Which of the following would be the MOST likely cause?
overheated processor
Which of the following components converts AC to DC?
power supply
Which computer function takes data through a series of procedures as defined by a set of instructions.
processing
What would you enter at the command prompt on a Linux system to display the present working directory?
pwd
You have a system that has been overheating and shutting off. Which of the following actions WILL NOT help to keep the system cool?
removing the side panel from case
For a special project, you have been asked to recommend the lowest profile desktop computers available. You are attempting to put together the specifications for these machines. Which of the following types of cards are attached to the motherboard to allow expansion cards to plug into them instead of the motherboard?
riser
Consider the expansion and memory slots highlighted on the motherboard diagram below. Select the PCI, PCIe x16, and PCIe x1 slots. (select four)
select the slots
You are looking at a female TRS connector on the computer. What devices use this connector?
speakers
You need to replace a broken monitor on a desktop system. You decide to replace it with a spare monitor that wasn't being used. Even though the monitor is made by a different manufacturer than the desktop computer, it still works with the computer. Which computer design concept makes this possible?
standardization
You are in the process of installing a motherboard in a system case. Which of the following objects would you place between the motherboard and the system case?
standoffs
You are logged in as a user with limited privileges. You are the Linux system administrator and you have the password to the root user account. When you need to switch to root user to perform administrative tasks, what command would you enter at the command prompt? Tip: The command must switch to the home directory and environment variables assigned to the root user.
su -
When you try to boot your computer, it hangs after POST. When you access the UEFI setup program, you see that the date is several years behind and the time is set to 12:01 am. What is the most likely problem?
the motherboard battery has failed
