A+ 901 Troubleshooting 201

A user reports that when she opens a particular application on her computer, the screen goes black. What do you check to troubleshoot this problem?

Check screen resolution and color depth requirements for the application

What should you check if during boot, you receive an error that reads "Not Ready—System Halted"?

Check the hard disk's connectivity to power and to the controller cable

A user's laptop will not power on with a fresh battery or with a known good alternating current (AC) adapter. What is your next course of action?

Check the power supply with a multimeter

Several users notify you that the network is slow. How do you investigate the problem?

Check the switch or switches for activity

A user tells you that she cannot connect to some network resource while others are readily accessible and no one else has the same problem. What do you check in order to investigate this problem?

Check the user's Active Directory and shared resource permissions

You have a single user who cannot connect to the Internet, but the user can connect to all internal servers, to printers, and to internal web servers. What should you check as the probable cause?

Check the user's browser's proxy settings

You have a user who complains that, while they can connect to everything on the network, they cannot connect to the Internet, but other users can. Where do you look to solve the problem?

Check the user's default gateway in Transmission Control Protocol/Internet Protocol (TCP/IP) network settings

A user with an external Universal Serial Bus (USB) disk drive reports that her disk will not power up when plugged into the computer. What should you check first?

Check to see if the drive works on another computer

If you have exhausted all troubleshooting possibilities in your network for slow performance or for intermittent connectivity problems, where should you turn to next for a solution?

Check with your Internet provider for any outages or problems

What do you check if your printer prints in the wrong color?

Check your computer's color settings in the printer's properties

A server operates correctly, except that each time it boots, you have to manually reset the system time in the Basic Input/Output System (BIOS). How do you fix the system time?

Replace the complementary metal-oxide semiconductor (CMOS) battery

You find that you have no network connectivity after a thorough physical connectivity check between your computer and the Ethernet jack. What do you check next?

Verify that the operating system recognizes the network interface card (NIC)

You install a new hard disk that reportedly has excellent performance benchmarks into your three-year-old computer. After installing the new disk and using it, you find that its performance is disappointing at best. What might be the cause of the poor performance?

Your computer's disk controller is too old

Visual artifacts on your computer screen are typically associated with which type of problem?

A video card problem

Which tool would you use to troubleshoot network issues such as interference and signal strength on a wireless network?

A Wi-Fi spectrum analyzer

Which of the following is NOT a cause of vertical lines on a laser printer output?

A dirty fuser roller

When you power on a computer, you hear two beeps during power-on self-test (POST) and the computer never completely boots into the operating system. What is the likely cause?

A failed or failing hardware component

Which of the following is NOT a likely cause of disk data corruption?

A fragmented disk

You recently built a computer from components and all of the components are known to be good; however, when you power on the new system, you have power but no Basic Input/Output System (BIOS) beeps and the system won't attempt to boot. All of your connections to the components are verified as good and all the components are installed correctly. What do you check as the mostly likely source of the malfunction?

A motherboard-to-case short

Which device verifies the correct voltage ranges for a system's power supply?

A multimeter

Which item would you NOT use to create a network Ethernet patch cable?

A punch down tool

In which of the following scenarios is Self-Monitoring, Analysis, and Reporting Technology (S.M.A.R.T.) NOT effective?

A sudden, catastrophic disk failure

What tool should you use to clean toner that has built up within a printer?

A toner vacuum

To use the netdom command utility, what must you have in place?

Active Directory Domain Services (AD DS)

A user approaches you and describes their monitor as being distorted. Upon visual investigation, you notice that the desktop is narrow at the top of the screen and normal width at the bottom. How do you resolve this video problem?

Adjust the monitor's screen geometry

You have updated your printer drivers, but you still have ghosted printer output. What do you try next to resolve the problem?

Adjust the resolution in printer settings

What is the most likely cause of the printer's display being blank or having no image?

An issue with the printer's power supply

If you set up your Dynamic Host Configuration Protocol (DHCP) server to resolve Internet Protocol (IP) address conflicts, which of the following problems does this action resolve?

Assignment of duplicate IP addresses

To gain as much information as possible from a Blue Screen of Death (BSOD), which option should you disable?

Automatic Restart on System Failure

Which of the following is a boot sector repair tool for Windows computers that have failed to boot properly?

BOOTREC

You notice that after a few idle minutes, your video screen goes black and the monitor seems to disconnect as if it has lost power. What do you check to troubleshoot this problem?

Basic Input/Output System (BIOS) video power settings

If you experience intermittent wireless connectivity problems, what should you check first on your local device?

Check for low remaining battery life

What is NOT typically included in a laser printer's maintenance kit?

Cans of compressed air

Which motherboard component can become distended and break its casings, leaking electrolytes and causing the board to fail?

Capacitor

Which two hardware components would you suspect if a user reported to you that she frequently, but randomly, experiences shutdowns?

Central processing unit (CPU), power supply

Which of the following Windows command line utilities allows you to manage computer drives, including disks, partitions, volumes, and virtual hard disks?

DISKPART

Which of the following command line utilities do you use to set up a new disk on your Windows system?

DISKPART

You have a user experiencing extremely short battery life on her mobile device. What do you suggest she do to lengthen it?

Disable background data services for apps that track location or that use data without permission

Which of the following do you NOT suggest to a user who is having problems with mouse pointer drift?

Disable the touchpad and use a mouse

Which of the following is NOT a likely cause for your mobile device's flickering display?

Electrical interference

What is the biggest problem with disassembling and reassembling a mobile device yourself?

You might void the manufacturer's warranty

If you hear a loud whine or squeal from your computer, which two components should you inspect as the source of the problem?

Hard disk and power supply

Which hardware components do power-on self-test (POST) errors in the 17xx range direct you to investigate or troubleshoot?

Hard drives

A user reports that their email client is failing to receive email and after a quick review of the issue, it appears to be an email decryption issue. What should you attempt to perform first as a workaround?

Help the user log into a webmail browser or attempt to access their email with a different email client

You have a user who reports slow computer performance. You suspect a virus, but after a thorough virus and malware scan, you find nothing and the system is still slow. What do you check next as a possible cause for the slowness?

How full the disk is

Other than in the Basic Input/Output System (BIOS), where else can you check for video power settings?

In Windows Control Panel

What does the FORMAT utility do?

It creates the partition's or disk's filesystem.

For devices such as laptops that can be prone to overheating, what do you suggest to your users?

Keep the laptop on a surface that is free of obstructions

A user calls in a trouble ticket to report that she cannot use numbers on her laptop keyboard. Recognizing the laptop, you realize that she doesn't have a separate keypad, so you direct her to take which of the following actions?

Locate and press the Num Lock key

You have attempted to lengthen your device's extremely short battery life by performing every troubleshooting idea that you know about. What do you decide to try before having the battery or the device replaced?

Low power mode

If a user's external drive malfunctions after working correctly for months, but all hardware components check out as working, what might be the problem?

Malware may have infected the drive.

If you see garbled output on your printer, which printer attribute should you check?

Memory

Which of the following would NOT be a cause of a failed motherboard?

Operating system corruption

Your friend's mobile phone frequently freezes or stops responding while in use. What do you advise her to do to troubleshoot the problem?

Perform a factory reset on the device

Your mobile device frequently stops responding and you have disabled all background data usage, disabled all location services, rebooted multiple times per day, disabled Bluetooth, and removed all questionable apps. What should you try next?

Perform a factory reset on the device

Which of the following is a common cause of low-quality image printing from a laser printer?

Poor-quality paper

What is a potential remedy for increased network traffic that is not caused by malware or a distributed denial-of-service (DDoS) attack?

Power cycle network switches and the Internet-facing router

When you try to print to a network printer that you know you have access to, you receive an "access denied" message. What do you do to resolve the issue?

Power cycle the printer to refresh all connections

A computer continuously reboots after power on and never reaches the operating system. Which hardware component do you check?

Power supply

A user's laptop will no longer take a charge and it must remain plugged in all the time. What do you suggest as a resolution?

Replace the battery pack

What should you do before you remove sticking keys from a laptop keyboard?

Refer to the manual for key removal instructions

If your laser printer's fuser roller is warped or worn, which output symptom will you observe?

Repeating horizontal lines or white spaces

Which of the following conditions would require you to clean the corona wire in a laser printer?

Repeating vertical lines or white spaces

Your computer boots up and all seems normal, but when the operating system starts, the video is distorted and nothing on the screen is legible. What troubleshooting steps should you take to resolve the problem?

Restart the system in Video Graphics Array (VGA) mode and reset the refresh rate

If you attempt to connect to a known wireless network Service Set Identifier (SSID), but receive a message that the SSID is not found, what is the problem?

Someone has changed the access point's SSID.

If the Master Boot Record (MBR) becomes damaged or corrupted, which of the following is the likely result?

The "Missing Operating System" message displays upon boot.

You hear loud clicking noises that seems to originate from your system's primary hard drive. How do you troubleshoot this problem?

Turn off power management to the drive

A user reports that their computer's screen is blank after they power it on. The user hears the power supply fan running and there seems to be no power issues with the computer. What do you tell the user?

The computer has incompatible memory modules or memory modules aren't installed correctly.

You open the lid to your laptop and the display is blank/black. Identify the option that is most likely NOT the source of the problem.

The device's blank screen saver is activated.

You find that a shared network printer's printouts are faded. You replace the toner cartridge, but the printouts are still faded. What is the source of the problem?

The fuser

Some of your users have complained about slow performance on their tablet computers. Identify one possible cause of the poor device performance.

The latest operating system update is not optimized for certain device models.

If your laptop's display dims after a short period of non-use, what is the problem?

The power-saving settings are configured to dim the display.

What tool is helpful in determining where a print job is faulting?

The printer spooler

You have purchased and installed a new printer in your office but your users cannot install the printer. What is the problem?

The users don't have the correct print drivers

Upon booting your computer, you notice that the desktop's icons and images are oversized, but there are no errors or messages on the screen. What is one possible cause?

The video resolution has defaulted to a very low setting.

What is the purpose of Self-Monitoring, Analysis, and Reporting Technology (S.M.A.R.T.) for disk drives?

To detect and report on imminent drive failure

What is the primary purpose of using the CHKDSK utility on a drive?

To verify the logical integrity of a filesystem

A user brings you a mobile device whose battery life is very short. The user does not use location services or spend any exceptional time watching videos or playing games. What do you advise the user do to prolong the device's battery life?

Turn off Bluetooth and cellular service and use Wi-Fi instead

A user complains that her mobile phone's battery life is extremely short. After a short investigation, you find that she is an avid runner. What do you advise her to do to save battery life?

Turn off location services when she is not exercising

You find that your mobile device won't load any apps. Identify the choice that is NOT a likely cause.

You have used all your data for the month

A user calls you to report that their laptop cursor "has gone crazy." It jumps around the screen, even if they don't touch the touchpad. How do you help resolve the user's problem?

Uninstall and update the touchpad drivers

You receive multiple calls from users who cannot connect to a network printer. What do you do as a quick troubleshooting step toward resolution?

Unplug and re-plugin the printer's Ethernet cable into the wall

If you observe ghosted images on printouts, what might you try first to troubleshoot the problem?

Update your printer drivers

What is one very effective method of preventing data corruption caused by improper system shutdowns?

User education

A common method of troubleshooting video problems is to boot the system into a special troubleshooting mode, which is also known as what mode?

VGA Mode

What should you verify if your computer's monitor remains blank, even though you've checked all power connections to your computer's monitor, already verified the monitor's functionality on another system, and ensured power-saving is not enabled?

Verify that the monitor's video cable is properly connected to the computer's video output

After checking a printer's physical connectivity and after power cycling it, you receive an "access denied" message. What do you check now that the printer appears to be fully functional?

Verify the correct Internet Protocol (IP) address for the printer

Which of the following Windows command line network commands will clear Internet Protocol (IP) address information from a Dynamic Host Configuration Protocol (DHCP) server or from Automatic Private IP Addressing (APIPA)?

ipconfig /release

Which of the following is the correct method to renew a Dynamic Host Configuration Protocol (DHCP) Internet Protocol (IP) address lease on a Windows computer if the computer already has a good IP address leased?

ipconfig /release and ipconfig /renew

Which command line utility would you use to find the media access control (MAC) address of a remote Windows server?

nbtstat

Which Windows command line utility do you use to map a network drive to a shared resource on another computer?

net

Which of the following Windows commands do you use to browse all local network computers and their shared resources?

net view