B.5 Domain 4: Hardware and Network Troubleshooting, All Questions

- Download and install the latest printer drivers. - Use the Color Management tab of the printer driver to calibrate the driver's color settings. Explanation You should download and install the latest printer driver, then use the Color Management tab to adjust the driver's color settings. Many times, installing the latest driver alone will fix color issues. If not, then you can manually adjust the color settings until they match the original.

A customer has called to complain that the colors in photos she has printed on the color inkjet printer your store sold her don't match the colors in the originals. Assuming the customer is using a Windows workstation, what should you do to resolve the issue? (Select two.) - Educate the customer on the limitations of inkjet printers. - Instruct the customer to upgrade to a color laser printer. - Use Driver Rollback to restore an earlier version of the printer driver. - Download and install the latest printer drivers. - Run the Windows FIXCOLR utility to automatically calibrate the driver's color settings. - Use the Color Management tab of the printer driver to calibrate the driver's color settings.

Check the gap between the printer head and the paper. Explanation In this case, you should check the gap between the printer head and the paper. If the gap between the platen and the print head is too large, the printing could be faint because the pins are not firmly striking the ribbon and paper. Dot matrix printers do not use toner, but instead use a ribbon. Ribbons should be replaced, not initialized, if the printer images become faint. Maintenance kits are replacement components, such as fuser wires, rollers, and toner drums, needed after about 20,000 pages of printing.

A dot matrix printer is printing faintly after replacing the print head. What should you do? - Install a maintenance kit. - Initialize the ribbon. - Check the gap between the printer head and the paper. - Check the toner levels.

Interference is affecting the wireless signal. Explanation In this scenario, interference from the elevator motor is the most likely cause. Cordless phones or motors can generate interference that could affect wireless signals. Interference is a common cause of intermittent problems. Windows clients automatically detect the channel to use. If the SSID had changed or MAC filtering were preventing access, the computer would not be able to connect at all, even from her office.

A user calls to report that she is experiencing intermittent problems while accessing the wireless network from her laptop computer. While she normally works from her office, today she is trying to access the wireless network from a conference room which is across the hall and next to the elevator. What is the most likely cause of her connectivity problem? - The client computer is using the wrong channel number. - SSID broadcast has been disabled. - The user has not yet rebooted her laptop computer while at her new location. - Interference is affecting the wireless signal. - MAC filtering is preventing the computer from connecting.

The user is out of the effective range of the wireless access point on her floor. Explanation Because the user is only experiencing intermittent problems, the most likely cause is that she is out of the effective range of the wireless network access point. All of the other answers listed may be appropriate if the user was unable to connect to the network at all. However, as the user is experiencing only intermittent problems, none of the other answers is likely to be the cause of the problem.

A user calls to report that she is experiencing intermittent problems while accessing the wireless network from her laptop computer. While talking to her, you discover that she is trying to work from the break room two floors above the floor where she normally works. What is the most likely cause of her connectivity problem? The user needs a new IP address because she is working on a different floor. The user is out of the effective range of the wireless access point on her floor. The user has not yet rebooted her laptop computer while at her new location. The wireless network access point on the user's normal floor has failed. The user has not yet logged off and back on to the network while at her new location.

Enable the device in Device Manager. Explanation An icon with a black down arrow through it in Device Manager means that the device is disabled. Simply re-enable the device. An icon with an exclamation mark identifies a device with a problem. Many times this can be fixed by updating the driver, although you might need to replace the device if it no longer works properly.

A user complains that his USB scanner no longer works. You check Device Manager and see an icon with a black down arrow on it. What should you do? - Enable the device in Device Manager. - Replace the device. - Update the device drivers. - Remove and then reinstall the device.

Make sure that the dimming isn't being caused by a power saving method that has been configured to conserve notebook power. Explanation It is possible that the configuration of the power saving method has been changed and is dimming the screen earlier than the user is accustomed to. You should first check to see if the power saving method is working as configured.

A user complains that his notebook display has started to go dim intermittently. You suspect the backlight might need to be replaced but you want verify that the backlight is failing before you replace it. What should you check before replacing the backlight? - Make sure that the dimming isn't being caused by a power saving method that has been configured to conserve notebook power. - Make sure the battery is still able to hold a charge. - Make sure the power adapter cords are plugged in securely. - Check the display inverter connections. - Check for cracks in the power bundles that go from the laptop to the display.

The user is using an incorrect printer driver Explanation In this case, the problem is limited to the single user, so target that user's configuration. Several pages of seemingly random characters is a classic symptom of the use of a Postscript print driver on a non-Postscript printer. Switching to the correct driver will resolve the issue.

A user generates printouts consisting of several pages of seemingly random characters every time he prints to a network printer. The printer seems to work fine for all other users. What is the most likely cause of the problem? - The printer is shared with insufficient network privileges - The user's network settings are incorrect - The network cable to the printer is defective - The user is using an incorrect printer driver

Verify that no keys are being pressed down during POST. Explanation You should have the user verify that no keyboard keys are being pressed during POST. With any error, you should always check the obvious first. This error is almost always caused by a stuck key on the keyboard or something resting on a keyboard key. On rare occasions, you may need to install a new keyboard; however, you should look for these obvious problems first.

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. What should you do first? - Install a new keyboard on the computer. - Verify that no keys are being pressed down during POST. - Have the user remove all memory modules and replace them one at a time until the error reoccurs. - Verify that the latest UEFI firmware updates have been applied. - Check your keyboard settings in Control Panel. - Download and install the latest keyboard driver from the manufacturer's Website.

Install additional memory in the printer. Explanation If only part of a page is printed on a laser printer (and the rest of the page is blank), you most likely need to add memory in the printer. This is especially true if it happens when complex graphical documents are printed, but printing works correctly with text-only documents. In rare circumstances, updating the printer driver could also fix the issue, but this is unlikely. The speed of the network link does not affect the quality of the printer output.

A user has created a complex spreadsheet on her workstation containing many graphs and charts. She sent the document to an older network laser printer that is shared by everyone in her department. When she picked up the output only the top half of each page was printed and the bottom half was blank. What should you do? - Instruct her to not create such complex print jobs. - Update the printer driver on her workstation. - Ask the network administrator to increase the speed of the network link in her department. - Install additional memory in the printer. - Install additional memory in her workstation.

Use the Fn key to redirect display to the external video port Explanation Toggle the display setting with the Fn key. Most laptops offer several display choices, such as: PC screen only, Second screen only, Duplicate (both screens), and Extend (both screens). The most likely culprit in this scenario is that the display has been toggled to PC screen only, so choosing either of the other two settings should allow the user to see the display on the projector. Upgrading the video card, replacing the display, or checking the backlight settings are not necessary as the video shows properly on the internal display.

A user in sales cannot get his laptop to display through a projector. He sees the screen output on the built-in display, but the video is not being seen on the projector. What should you do first? - Use the Fn key to redirect display to the external video port - Add video RAM - Replace the video card - Check the backlight setting - Replace the display

- Revert the system to a restore point prior to installing the video driver. - Use Device Manager to roll back the video driver. Explanation To roll back to a previous driver, access Device Manager and then use the Roll Back Driver option available in the video driver's properties. You may need to boot the system into Safe Mode first if the problem is serious enough to make the display difficult to see. Alternatively, you could also revert the system to a prior restore point that was created before the problematic driver was installed. You should not disable the driver in this situation. The Last Known Good configuration boot option is only available on Windows 7 and earlier systems. Even if it were available, it would not work in this scenario because the system has been rebooted and the user has logged in since the change was made. Running a startup repair would not correct a problem with an erratic video driver.

A user installs a new graphics application on her Windows system. During the installation process, the application prompts the user to load a custom video driver that has been optimized for the application. She does so and then completes the installation. Several days later, the user reports that her display doesn't seem to be working properly under some conditions. To fix the problem, you need to reload the old video driver. How could you accomplish this? (Select two.) - Boot to advanced startup menu and select Last Known Good Configuration. - Revert the system to a restore point prior to installing the video driver. - Use Device Manager to disable the video driver. - Use Device Manager to roll back the video driver. - Boot from the Windows installation media and select the Startup Repair option.

nslookup Explanation Use Nslookup to troubleshoot DNS name resolution problems. Use Arp to view information about MAC addresses and their corresponding IP addresses. Netstat (network statistics) is a command-line tool that displays network connections (both incoming and outgoing), routing tables, and a number of network interface statistics. Use Nbtstat to help troubleshoot NetBIOS name resolution problems.

A user is having problems connecting to other computers using host names. Which of the following commands will help you troubleshoot this problem? - netstat - nbtstat - arp - nslookup

She has turned Num Lock on causing numbers to be sent from the keyboard instead of letters. Explanation The most likely cause of this user's problem is that the Num Lock key sequence for the notebook system has been pressed causing the keyboard to send numbers in the place of letters. Turning Num Lock off should fix the problem. When Intruder Detection is enabled, no logon attempts will be allowed, even if the correct password is used.

A user is trying to log into Windows on her notebook computer. She enters the correct password for her user account, but the system won't let her authenticate, claiming the wrong password has been entered. What's causing the problem? - She has turned Num Lock on causing numbers to be sent from the keyboard instead of letters. - The Scroll Lock key has been pressed, locking all input from the keyboard. - The keyboard must be replaced. - She has entered the wrong password too many times, causing Intruder Detection in Windows to lock the system. - The CPU is in power-save mode causing all login attempts to be denied.

The client system has moved too far away from the access point. Explanation In this case, the wireless client system has had no problems accessing the wireless access point until the move to the new office. In some cases moving a system will cause signal loss either from the increased distance away from the WAP or from unexpected interference by such things as concrete walls or steel doors. There are several ways to correct the problem including reducing the physical distance to the client, using a wireless amplifier, upgrading the antennas on the wireless devices or adding another WAP to the infrastructure. Because the client could previously access the WAP and still has occasional access, it is likely that the move was the cause of the problem rather than any configuration setting on the client system.

A user on your network has been moved to another office down the hall. After the move she calls you, complaining that she has only occasional network access through her wireless connection. Which of the following is most likely the cause of the problem? - The client system has moved too far away from the access point. - An SSID mismatch between the client and the WAP. - The encryption level has been erroneously set back to the default setting. - An SSID mismatch between the client and the server. - The client has incorrect WPA2 settings.

Incorrect DNS server address Explanation In this scenario, a ping test to the Web site succeeds, while accessing the Web site through the browser does not work. Users type host names in the browser to go to Web sites, and host names must be translated to IP addresses by a DNS server. Either the workstation is using the wrong address for the DNS server, the DNS server is not available, or the DNS server does not have an entry for the Web site. Because the ping and trace route tests work, you know that the IP address, subnet mask, and default gateway values are correct.

A user reports that he can't browse to a specific website on the Internet. From his computer, you find that a ping test to the Web server succeeds. A trace route test shows 17 hops to the destination Web server. What is the most likely cause of the problem? - Incorrect subnet mask value - Duplicate IP addresses - Incorrect default gateway address - Incorrect DNS server address

Shut off the system immediately Explanation If you see smoke or smell something burning, shut off the system immediately to prevent damage or hazards. While inspecting your computer, you should look for dust buildup on components and clean them as necessary. The Event Viewer shows past system events and error messages.

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. What should you do? - Open the computer case and look for dust buildup - Shut off the system immediately - Call the IT director - Log in and check the Event Viewer

Have him verify that the wireless card's hardware switch is in the On position. Explanation Have the user verify that the wireless card's hardware switch is in the On position. Many built-in wireless cards can be turned off and on through a switch on the laptop case. Because this is a likely problem and easy to check, you should do this first before trying other solutions.

After arriving in a new city today, a traveling sales team member calls you stating that his wireless connection no longer works. He has checked the wireless configuration and he knows it to be correct because it was working yesterday. What should you do first? - Have him update the drivers for the wireless card. - Have him verify that the wireless card's hardware switch is in the On position. - Have him purchase a USB wireless card to use until you can check the problem yourself. - Have him manually configure the wireless card to use only 802.11b.

Make sure that both modules are seated properly in their slots. Explanation In this case, you should check to ensure that you installed the memory correctly. Most BIOS programs include a memory count that displays the total amount of system memory. If it does not count the proper amount of memory, begin by checking to make sure the memory is inserted correctly. After the memory is installed correctly, if it is still not recognized, try removing one module to identify which module has the problem. Move the modules to different motherboard slots to see if you can get the system to detect the memory. In most cases, you will not need to change the memory timings. When you do, it is typically because the system is unstable or crashes. Testing memory helps you identify when specific memory storage locations are going bad. Device Manager will not enable memory not recognized by the BIOS.

After installing two memory modules, you power on the system to check for errors. You find that the BIOS program recognizes only one of the memory modules. What should you do first? - Reboot the computer and run memory diagnostic tests on the memory. - Make sure that both modules are seated properly in their slots. - Change the memory timings in the BIOS to a slower (higher) setting. - Return both modules for a replacement. - Scan for new devices in Device Manager; enable any disabled memory modules.

Fuser rollers Explanation Because the fuser rollers heat and press the entire paper, dirty fuser rollers would be the most likely problem. The other components do not touch the paper directly.

After removing the printed paper from your laser printer, the toner smudges and can be wiped off in places. Which of the following is the most likely problem? - Primary corona - Fuser rollers - Print drum - Secondary corona

An accumulation of dust has gradually built up. Explanation Over time, an accumulation of dust can gradually build up and cause significant overheating by constricting airflow through the system case. Vents holes and heatsink fins can become clogged with dust, which prevent the dissipation of heat. Remove the dust with compressed air or an anti-static vacuum. The BIOS should be flashed when firmware updates are available but failing to do this will not lead to system overheating. Switching the power supply to the wrong voltage can damage system components, but this would not lead to the system locking up more frequently over time--the damage would happen immediately. A malfunctioning heat monitor could cause the system to lock up, but the frequency is likely to be intermittent, not consistently increasing in frequency.

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? - The power supply has been switched to the wrong voltage setting. - The internal temperature sensor is beginning to malfunction intermittently. - The BIOS has never been flashed and has gotten more and more out of date. - An accumulation of dust has gradually built up.

- A stuck key on the keyboard - A poor keyboard connection Explanation If the keyboard is not detected during the POST, the keyboard is probably not attached to the computer correctly. Check that the keyboard is securely connected to the keyboard port. While a bad keyboard will also result in this error, you should first check the keyboard connection to the computer before replacing the keyboard. This error is also commonly caused by a stuck key on the keyboard.

During the POST, you receive a message stating: Keyboard not present. Press F1 to continue. What are the most likely causes of this error message? (Select two.) - A broken F1 key - A stuck key on the keyboard - An outdated BIOS - A poor keyboard connection - Incorrect keyboard data in the CMOS

tracert Explanation The output is from a tracert command run on a Windows Server system. The tracert command provides information on each step in the route a packet takes to reach a remote host. Responses from each hop on the route are measured three times to provide an accurate representation of how long the packet takes to reach, and be returned by that host. This information can be useful in locating congestion points on a network, or when verifying that network routing is operating as expected. The ping command is used to test connectivity between devices on a network. Like tracert, ping sends three packets to the target host, but it does not report information on any intermediate devices it traverses to reach the target. Nslookup is a tool provided on Linux, Unix, and Windows systems that allows manual name resolution requests to be made to a DNS server. This can be useful when troubleshooting name resolution problems.

Examine the following output: 4 22 ms 21 ms 22 ms sttlwa01gr02.bb.ispxy.com [154.11.10.62] 5 39 ms 39 ms 65 ms plalca01gr00.bb.ispxy.com [154.11.12.11] 6 39 ms 39 ms 39 ms Rwest.plalca01gr00.bb.ispxy.com [154.11.3.14] 7 40 ms 39 ms 46 ms svl-core-03.inet.ispxy.net [205.171.205.29] 8 75 ms 117 ms 63 ms dia-core-01.inet.ispxy.net [205.171.142.1] Which command produced this output? Correct Answer - tracert - ping - netstat - nslookup

Ping Explanation The output shown was produced by the ping utility. Specifically, the information output was created using the ping -t command. The -t switch causes packets to be sent to the remote host continuously until stopped manually. Ping is a useful tool for testing connectivity between devices on a network. Using the -t switch with ping can be useful in determining whether the network is congested, as such a condition will cause sporadic failures in the ping stream. Tracert is similar to ping in that it tests connectivity between two hosts on the network. The difference is that tracert reports information on all intermediate devices between the host system and the target system. Ping, on the other hand, does not report information on intermediate devices. Nslookup is a tool provided on Linux, Unix, and Windows systems that allows manual name resolution requests to be made to a DNS server. This can be useful when troubleshooting name resolution problems. Ifconfig is a tool used on Unix, Linux, and Macintosh systems to view the configuration of network interfaces, including TCP/IP network settings.

Examine the following output: Reply from 64.78.193.84: bytes=32 time=86ms TTL=115 Reply from 64.78.193.84: bytes=32 time=43ms TTL=115 Reply from 64.78.193.84: bytes=32 time=44ms TTL=115 Reply from 64.78.193.84: bytes=32 time=44ms TTL=115 Which utility produced this output? - tracert - nslookup - ping - ifconfig

nslookup Explanation The output is from the nslookup command on a Windows Server system. Nslookup is a tool that allows you to send manual DNS resolution requests to a DNS server. The output displays the IP address and hostname of the DNS server that performed the resolution, and the IP address and hostname of the target specified for resolution. Nslookup can be a useful tool when troubleshooting DNS name resolution problems. The ipconfig utility is used on a Windows system to view the TCP/IP configuration of network interfaces. Netstat is used to view protocol connections that have been established by the system, as well as what incoming TCP/IP ports are in use by the system. Tracert is a tool used to view information on the route a packet takes as it traverses the network to a remote host.

Examine the following output: Server: helicuplar.xct.takro.net Address: 209.53.4.130 Name: westsim.com Address: 64.78.193.84 Which command produced this output? - netstat - tracert - nslookup - ipconfig

Use the automatic print head cleaning feature. Explanation Use an inkjet's automatic cleaning feature if letters have missing lines and there are gaps. With inkjet printers, the nozzles sometimes become clogged, preventing ink from leaving the nozzles and reaching the paper. On dot matrix printers, you should check the gap between the printer head and the paper to avoid printer images from becoming faint. Color profiles are typically created by the manufacturer, and correct problems when the printed colors don't match what you see on the screen. Add memory to a printer if the end of a printed page is missing.

For the past several days, the print jobs from the inkjet printer are missing colors and leaving gaps. What should you do to resolve the problem? - Use the automatic print head cleaning feature. - Recalibrate the printer's color profile. - Check the gap between the printer head and the paper. - Add additional memory to the printer.

- Check for special keyboard features that could be enabled that may cause some keys to perform alternate tasks. - Connect an external keyboard. Explanation Check to see if the user has inadvertently set a special notebook keyboard feature that alters the way certain keys work. For example, setting the NumLock feature may cause part of the keyboard to emulate 10-key functionality. If no special features have been set, you can connect an external keyboard to see if the malfunctioning keyboard symptoms go away. If they do, the laptop keyboard needs to be replaced. None of the other troubleshooting options could be used to determine what is wrong with a notebook keyboard.

If a notebook computer is exhibiting symptoms that seem to indicate a malfunctioning keyboard, what troubleshooting steps can you take to determine if the keyboard needs to be replaced? (Select two.) - Recalibrate the keyboard's pressure sensors. - Check for special keyboard features that could be enabled that may cause some keys to perform alternate tasks. - Connect an external keyboard. - Check for cracks in the power bundles that go from the keyboard to the motherboard. - Use Device Manager to make sure the correct keyboard driver is installed and up to date.

Access the BIOS/UEFI configuration and disable the USB pointer option Explanation This issue is frequently seen in notebook systems where both the internal trackpad and an external mouse interface (such as USB or even PS/2) are enabled at the same time in the BIOS/UEFI configuration. Essentially, the two mouse interfaces contend with each other for control of the cursor. This problem can be fixed by disabling the external mouse option in the BIOS/UEFI configuration. If that doesn't work, then you can try updating the trackpad drivers or even replacing the trackpad.

In preparation to use your laptop on the airplane as you travel to a conference, you disconnected the USB mouse. However, after removing the external mouse, the cursor drifts consistently to the left side of the screen while using the built-in trackpad and mouse buttons. What should you do? - Access the BIOS/UEFI configuration and disable the USB pointer option - Update the trackpad drivers - Replace the trackpad - Calibrate the trackpad in Control Panel

Verify that the AC adapter LED light is lit when plugged into the wall outlet. Explanation You should first verify that the notebook's AC adapter LED light is lit. The problem with the notebook system is that it's running on battery, not on AC power. The user indicated that the system is plugged into the wall outlet--therefore, AC current from the wall isn't making it into the notebook. This could be caused by a loose plug, a malfunctioning AC adapter, or a power outage. Checking the LED light will quickly help you determine if this is the case.

One of your users has called to complain about her notebook computer. She reports that it displayed a message indicating that the battery was low, then it shut down by itself even though it was plugged into a wall outlet. What should you check first? - Verify that the AC adapter LED light is lit when plugged into the wall outlet. - Verify that the power management settings in the BIOS are configured properly. - Verify that the power management settings in Windows are configured properly. - Verify that the battery will accept a charge.

Assume the battery is failing and replace it. Explanation Most notebook batteries only last 1 - 3 years. When they can't hold a charge for more than a few minutes, you can safely assume it's time to replace the battery.

One of your users suspects that the battery in their notebook computer is failing. You test it by using a known good power adapter to plug it in long enough to receive a full charge. The battery reads that it is fully charged in Windows. You then disconnect the laptop from its power source and wait to see how long the battery lasts. The battery dies after only about 15 minutes. What should you do to resolve to this problem? - Calibrate the battery to synchronize the power meter to the actual charge capacity of the battery. - Configure the Power Scheme settings to minimize battery usage. - Put the battery in another notebook to verify that it's the battery that is failing. - Assume the battery is failing and replace it.

airplane mode

Portable devices have a software-controlled switch that disables all wireless functionality. What is the name of this software-controlled switch?

Multimeter Explanation In this case, you should use a multimeter to test the DC current flowing from the brick. If the current is incorrect, then you may need a replacement AC adapter. A power supply tester is specifically designed to test DC current flowing from a PC power supply and its associated connectors. A cable tester verifies that a network can carry a signal from one end to the other, and that all wires within the connector are in their correct positions. A loopback plug lets you test a port for proper functionality. The loopback plug crosses the receive and transmit wires, letting the computer send a signal to itself.

Recently your laptop doesn't power on and the battery is not charging. You suspect the block on the power cord (also known as a brick) no longer works. Which tool will help you troubleshoot this problem? - Power supply tester - Multimeter - Cable tester - Loopback plug

Electrostatic discharge (ESD) Explanation Electrostatic discharge is the only factor, from among the possible choices, that can cause a CPU to fail prematurely. Be careful while working on your CPU to avoid ESD by working on a static mat grounded with a wrist strap.

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) - High CPU usage - Electromagnetic interference - Unsupported memory modules - Magnetic field

Calibrate the battery. Explanation If your battery seems to be losing the ability to hold a charge, or if the power drops shortly after starting to use it, you might need to recalibrate the battery. Over time, the power meter gets out of synch with the actual power that is left in the battery. Calibration resets the power meter so that the percentages are a more accurate reflection of the remaining charge. It is common for batteries to lose their ability to hold a charge over time. However, most batteries last between 1-3 years. You should only replace the battery after you determine that calibration will not correct the problem. You cannot replace the power meter chip in a battery; in fact, you should never disassemble a battery. Cleaning the contacts will have no effect.

Six months ago, you purchased a new laptop. Since then, you have noticed that the battery life has been steadily going down. When it was new, a full charge lasted about 3 hours. Now you are lucky to get 2 hours before the battery charge level drops below 5%. What should be your first step to correct this problem? - Clean the contacts on the battery. - Replace the power meter chip on the battery. - Calibrate the battery. - Buy a new battery.

overclocking Explanation Configuring a motherboard to run with a higher multiplier than what the CPU is specified to use is called overclocking.

To improve system performance, you have configured a motherboard to run with a higher multiplier than what the CPU is specified to use. What is this practice called?

Back off on the overclocking settings until the system runs in a stable manner. Explanation Configuring a motherboard to run with a higher multiplier than what the CPU is specified to use is called overclocking. If the system becomes unstable and crashes frequently, the multiplier may be set higher than the CPU can handle. To resolve this, lower the multiplier until the system becomes stable again. The real-time clock on the motherboard is not a factor in this scenario and has no role in overclocking. If the power supply is set to the wrong voltage, system components can be damaged but not cause the behavior described in the scenario. BIOS firmware is not factor in overclocking issues.

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. What should you do to restore system stability? - Make sure the switch on the power supply is set to the correct voltage. - Make sure the BIOS firmware supports the overclocking settings you're using. - Back off on the overclocking settings until the system runs in a stable manner. - Replace the CMOS battery to make sure the real-time clock has the correct time.

Connect the computer to a UPS. Explanation If possible, you should connect the computer to an uninterruptible power supply (UPS) before updating the UEFI firmware. Losing power during the update process can cause catastrophic problems. Most BIOS/UEFI setup programs provide an option to save existing settings to a file; you should also backup your existing UEFI settings before updating. Upgrading the processor, changing the motherboard battery, or setting a system password are not required prior to updating the UEFI firmware.

What should you do (if possible) before updating the UEFI firmware? - Upgrade the processor. - Password protect the system. - Change the motherboard battery. - Connect the computer to a UPS.

- Rubber scraper - Fluorescent lamp Explanation After a page is printed, a rubber scraper removes any remaining toner from the OPC drum. A fluorescent lamp removes any remaining electrical charge. If images from previous print jobs show up on the page, check these two components. The primary corona charges the drum prior to writing the image. The secondary corona charges the paper to attract the toner. If these two components are faulty, the current image might have streaks or missing parts. If the toner is not sticking to the paper, check the transfer roller.

When you print from your laser printer, the paper contains faint images from previous printouts. Which components should you check? (Select two.) - Rubber scraper - Primary corona wire - Transfer roller - Secondary corona wire - Fluorescent lamp

The motherboard battery has failed. Explanation The system Time and date are managed by the Real Time Clock (RTC) in the BIOS/UEFI firmware. If the motherboard battery goes dead, the RTC reverts back to a default date and time. In addition, the BIOS/UEFI may lose all of its configuration settings.

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? - A RAM module has become unseated from its socket. - The UEFI firmware is outdated. - The UEFI firmware is corrupt. - The motherboard battery has failed.

ipconfig /release Explanation Use ipconfig /release to release the IP configuration information obtained from the DHCP server. Use ipconfig /renew to request new IP configuration information from the DHCP server. Use net stop to stop a network service. Use net logoff to break the connection between your computer and a shared resource.

Which command would you use to have a workstation stop using an IP address that it obtained from a DHCP server? - net stop - ipconfig /release - net logoff - ipconfig /renew

- Omnidirectional antenna - Directional antenna Explanation Directional and omnidirectional are two types of antennae commonly used in wireless networks. A directional antenna: • Creates a narrow, focused signal in a particular direction, which increases the signal strength and transmission distance • Provides a stronger point-to-point connection; is better equipped to handle obstacles An omnidirectional antenna: • Disperses the RF wave in an equal 360-degree pattern • Provides access to many clients in a radius

Which of the following are antenna types that are commonly used in wireless networks? (Select two.) - High EMI antenna - Full-duplex antenna - Half-duplex antenna - Omnidirectional antenna - Directional antenna - Low EMI antenna

ping 127.0.0.1 Explanation Use ping 127.0.0.1 to test the TCP/IP configuration of the local system. The special address of 127.0.0.1 is a loopback address that identifies the local host. A successful ping test to the local host identifies that TCP/IP is correctly configured. Use nslookup to find the IP address for a given hostname. Use ping -a to find the hostname for a given IP address. Netstat shows IP-related statistics.

Which of the following commands verifies that TCP/IP is working correctly on the local computer? - ping -a localhost - nslookup localhost - netstat - ping 127.0.0.1

Spots at regular intervals on the page Explanation Spots at regular intervals on the page typically mean a dirty drum. Blank pages are caused by no toner or a faulty primary corona. Ghost images are caused by a faulty scraper blade or discharge lamp. Garbage characters are caused by using the wrong print driver.

Which of the following conditions can indicate the drum is dirty on a laser printer? - Blank page - Ghost images on the page - Spots at regular intervals on the page - Garbage characters on the page

Lines or splotches repeated at regular intervals on the print job. Explanation A dirty drum or roller can create lines or splotches at regular intervals on the print job.

Which of the following is a symptom of a dirty drum or roller in a laser printer? - A faint image on the print job. - Lines or splotches repeated at regular intervals on the print job. - A vertical black or white stripe on the print job. - Smudges on the print job.

ECC Explanation Error Correcting Code (ECC) can detect and correct errors. Parity error detection techniques can detect errors but cannot correct them. The data must be resent. EDO is not a type of error detection, it is a type of memory that can start a new access cycle while keeping the data output of the previous cycle active.

Which of the following is an error detection technique that can also correct the error? - Non-parity - Parity - ECC - EDO

Parity Explanation Parity error detection can only detect errors with only one bit, while Error Correcting Code (ECC) can detect errors with more than one bit. EDO is not a type of error correction, it is a type of memory that can start a new access cycle while keeping the data output of the previous cycle active.

Which of the following is an error detection technique that can detect errors with only one bit? - EDO - Parity - ECC - Non-parity

Very glossy paper Explanation Early inkjet printers required paper specially manufactured for inkjet printers. Now, inkjet printer paper is not necessary. However, you still need to consider factors such as how the paper absorbs the ink. Very glossy paper that does not absorb ink very well can be problematic.

Which of the following paper types should not be used in inkjet printers? - Very glossy paper - Any colored paper - Multi-purpose paper - Paper that is not specifically marked "for inkjet printers."

Overheated processor Explanation An overheated processor is the most likely cause of random system lockups. A loose monitor cable will only affect the display and cause the image to cut out or distort. A faulty mouse or keyboard only causes problems with user input. A failing network adapter will cause networking issues, such as Internet connection loss, but the system will still be able to run.

Which of the following would most likely cause random system lockups? - Loose monitor cable - Faulty mouse or keyboard - Overheated processor - Failing network adapter

Device Manager Explanation Use Device Manager to troubleshoot hardware devices, examine and control the resources used by specific devices, and install updated device drivers. System Restore takes periodic snapshots, called restore points, of the system configuration. Network acts as a built-in network browser showing all networks and shared folders to which the user has access. The Notification Area displays icons that represent the applications and processes that are running behind the scenes on your computer such as audio volume, security programs, and connectivity to the network. It also displays the time and date. The Control Panel contains various utilities that change how a computer looks and behaves.

Which system utility would you use to troubleshoot hardware devices, examine and control the resources used by specific devices, and install updated device drivers? - Control Panel - Network - System Restore - Device Manager - Notification Area

- Page fault - Exception error - General-protection fault Explanation Software-generated memory problems include the following: • Exception error • General-protection fault • Page fault Registry errors indicate that parts of the registry are written to faulty sections of RAM. Parity interrupt usually indication a failing module or discrepancies between new and old memory. An incorrect memory count can happen with incompatible memory installation; remember to avoid combining dual-bank with single-bank memory.

Which type of software-generated problems can indicate that a software bug is causing a memory error? (Select three.) - Page fault - Exception error - Registry error - Parity interrupt - Incorrect memory count - General-protection fault

-t Explanation Use ping with the -t switch to do a continuous ping test. Use Ctrl + C to stop sending ping tests. Use the -l switch to configure the packet payload size to use in the test. With this test, you can identify when packets above a certain size are being lost. Use the -a switch to resolve addresses to host names. The -c switch does not exist.

While troubleshooting a network connection, you decide to use the ping command. Which switch allows for a continuous ping? -l -c -a -t

Recalibrate the touchpad. Explanation To fix this problem, you need to recalibrate the touchpad. The most common problem for the touchpad is that the mouse cursor is not controlled properly based on where you press. Some notebooks recalibrate the touchpad at every system boot. Most notebooks include a utility for calibrating the touchpad. A stylus is used on a digitizer pad or touch screen found in tablet PCs.

While using the touchpad, you notice that the mouse is not responding very well, making it difficult to move the mouse around the screen correctly. How can you fix this problem? - Replace the touchpad. - Recalibrate the touchpad. - Clean your fingers and try again. - Use a stylus on the touchpad.

Unavailable DHCP server Explanation If a Windows client computer is configured to use DHCP and cannot locate one to receive IP addressing information, it assigns itself an IP address from the APIPA (Automatic Private IP Addressing) range of IP addresses. APIPA addresses include IP addresses from 169.254.0.0 to 169.254.255.254 and are reserved for this purpose. A lit link light on your NIC indicates a good connection to the network.

You administer a network with Windows and Linux servers, and Windows 7 clients. A user calls and indicates that he is unable to access resources on the network. You type ipconfig on the user's computer and receive the following output: Ethernet adapter Local Area Connection: IPv4 address. . . . . . . . . : 169.254.1.17 Subnet Mask . . . . . . . . . : 255.255.0.0 Default Gateway . . . . . . . : You check your NIC and see the link light on. What might the problem be? - The user changed the configuration of the computer - Bad NIC - Unavailable DHCP server - Misconfigured DNS server - Missing default gateway

Move the modules to the correct motherboard slots. Explanation To use dual-channel memory, you will need to install memory in the correct slots. Depending on the motherboard, the two slots might be next to each other, or alternating. Consult the motherboard documentation for the correct configuration. Dual-channel support is mainly a function of the motherboard (e.g., the memory controller), not the memory itself. Continuity modules are used with Rambus RAM; if continuity modules were required on this system, none of the memory would have been detected. The CAS latency is used for memory timing. You might modify the timing if the system is unstable at the current memory timing settings.

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? - Replace the memory with dual-channel capable memory. - Move the modules to the correct motherboard slots. - Change the CAS latency to a higher setting. - Add continuity modules to unused memory slots.

Make sure the USB device is plugged in properly. Explanation The first thing to check would be if the USB device is plugged in properly. If that doesn't correct the problem, you might try a different USB cable before doing more extensive troubleshooting. You should only replace the device or install a new USB controller card after verifying where the problem lies. For example, if you try the device on another computer and it still doesn't work, you might assume that the device is defective. If the device works on a different computer, then the USB ports on the first computer might be defective.

You are trying to connect a new USB device to your computer. You install the driver, then connect the device to an open USB port. The device does not work. What should you do first? - Install a new USB controller card. - Make sure the USB device is plugged in properly. - Replace the USB device. - Try a different USB cable.

- Move the modules to the correct motherboard slots. - Install a third, identical memory module Explanation To use triple-channel memory, you will need to install 3 or 6 memory modules in the correct slots. Depending on the motherboard, the slots might be next to each other, or alternating. Consult the motherboard documentation for the correct configuration. Triple-channel support is mainly a function of the motherboard (i.e. the memory controller), not the memory itself. Continuity modules are used with Rambus RAM; if continuity modules were required on this system, none of the memory would have been detected. The CAS latency is used for memory timing. You might modify the timing if the system is unstable at the current memory timing settings.

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. What should you do? (Select two.) - Add continuity modules to unused memory slots. - Move the modules to the correct motherboard slots. - Replace the memory with triple-channel capable memory. - Change the CAS latency to a higher setting. - Install a third, identical memory module

Wrong print driver Explanation When you print a test page from your computer and it does not work properly, you most likely have an incorrect print driver or a printer cable that is not fastened properly. Memory or power supply problems are rare in printers. You would probably not be able to install an incorrect toner cartridge into the printer.

You are testing a printer you just installed, so you use the operator panel on the printer to print a test page. Later, you use the printer properties on your computer to print a test page. Instead of a normal test page, you receive several pages with garbled characters on them. What is the most likely cause of the problem? - A problem with the printer power supply or the power cable - Wrong print driver - Bad printer memory - Wrong toner cartridge

tracert Explanation Tracert shows you the series of routers that are used between the source and destination computers. If a router is not functioning, tracert can help you find which router is not working by showing you the last router it was successfully able to contact. Netstat (network statistics) is a command-line tool that displays network connections (both incoming and outgoing), routing tables, and a number of network interface statistics. Use Nbtstat to help troubleshoot NetBIOS name resolution problems. Use Nslookup to find the IP addresses of a particular computer using DNS lookup.

You are the network administrator of a branch office of your company. The branch office network is part of a WAN that covers most of the United States. Users have been complaining that they are unable to access resources over the WAN at the main headquarters. You suspect that one of the routers between your office and the main headquarters is not working properly. Which TCP/IP utility can you use to see if a router is not working properly? - nslookup - nbtstat - tracert - netstat

EMI interference Explanation In this case, the most likely cause of the problem is electromagnetic interference (EMI) from the florescent lights. Cables run near air conditioners, lights, or other large electronic devices can create interference for data traveling through the cable. UTP cables in an Ethernet network have a maximum segment length of 100 meters. Distances beyond this length may require signal regeneration. Devices such as Ethernet switches provide signal regeneration. Attenuation describes the process of signal degradation as it passes through network media. As mentioned, UTP cables in an Ethernet network can run 100 meters before attenuation becomes a significant problem. Crosstalk refers to the interference caused by overlapping signals when cables are run in close proximity to each other.

You are troubleshooting a client connectivity problem on an Ethernet network. The client system has intermittent connectivity to the network. You discover that the unshielded twisted pair patch cable runs 75 feet from the wall outlet, passes through the ceiling and over several florescent light fixtures before reaching the client system. Which of the following may be a cause of the connectivity problem? - Crosstalk - EMI interference - Failed patch cable - Attenuation - The UTP cable does not support transmission distances of 75 feet without signal regeneration.

- ping www.widgets.com - nslookup www.widgets.com Explanation To get the IP address from a host name, use the nslookup command. You can also try to ping the device using the host name. The first step in the ping test is to find the IP address of the specified host.

You are troubleshooting a network communication problem to the www.widgets.com server. Which of the following will give you the IP address of that server? (Select two.) - ping www.widgets.com - nslookup www.widgets.com - ipconfig /all - ipconfig www.widgets.com - tracert www.widgets.com

ping www.widgets.com Explanation To test both name resolution and communication with the server, use the ping command with the host name. The first step in the ping test is to find the IP address of the specified host. Using ping with just the IP address will not test name resolution. Using nslookup only tests name resolution, it does not test communication with the end device.

You are troubleshooting connectivity between your computer and the www.widgets.com server, whose IP address is 192.168.1.1. Which of the following commands tests connectivity to the device as well as name resolution? - ping 192.168.1.1 - nslookup www.widgets.com - nslookup 192.168.1.1 - ping www.widgets.com

ipconfig /all Explanation Use ipconfig /all to view detailed network configuration information. The /all switch shows additional information not shown by using ipconfig alone. Ping sends an ICMP echo request/reply packet to a remote host. Nslookup resolves (looks up) the IP address of a host name. Netstat displays network connections, routing information, and network statistics.

You are troubleshooting network connectivity issues on a Windows workstation. Which command would you use to view the MAC address of the network adapter? - netstat - ipconfig /all - ipconfig - ping - nslookup

ipconfig /renew Explanation Use ipconfig /renew to request new IP configuration information from the DHCP server. Use ipconfig /all to view detailed configuration information. The /all switch shows additional information not shown by using ipconfig alone. Use the net use command to map a drive letter to a network share. Run net config to view the status of workstation or server services.

You are troubleshooting network connectivity issues on a workstation. Which command would you use to request new IP configuration information from a DHCP server? - ipconfig /all - net use - net config - ipconfig /renew

Cable tester Explanation A cable tester verifies that a network can carry a signal from one end to the other, and that all wires within the connector are in their correct positions. A multimeter can also be used to test network cables, but it is much more cumbersome than using a cable tester. A power supply tester is specifically designed to test DC current flowing from most connectors coming from a PC power supply. An IC extractor is a tweezer-like tool, usually spring loaded in the open position, used to remove integrated circuit chips.

You have a network port in an office that connects to the server room using wires strung through the ceiling. Which tool would you use to verify that a signal can be sent from one end to the other? - IC extractor - Cable tester - Power supply tester - Multimeter

Removing the side panel from case. Explanation Removing the side panel from case will not keep a system from overheating. Computer cases are designed to maximize air flow across system components by creating negative pressure inside the case. If you remove the side panel, the negative pressure system is disrupted and pockets of stagnant hot air are created. Removing the side panel also allows more dust and debris to accumulate on components. Cleaning the inside of the computer case, installing heat spreaders on memory modules, switching to a liquid-based cooling system, and mounting the hard drives further apart are all good ways to help keep a system cool.

You have a system that has been overheating and shutting off. Which of the following actions will not help to keep the system cool? - Mounting the hard drives further apart. - Switching to a liquid-based cooling system. - Removing the side panel from case. - Cleaning dust and debris from inside the case. - Installing heat spreaders on the memory modules.

- On your computer, add the x86 drivers. - Manually install the correct driver on each computer that is having a problem. Explanation Each network host that wants to use the printer must have the correct printer driver installed. When you share a printer in Windows, the current printer driver is automatically delivered to clients that connect to the shared printer. If the client computers run a different version of Windows, you can add the necessary printer drivers to the printer object. Manually adding drivers to every client is also an option, but is not efficient as the drivers can be delivered automatically when the computers connect to the shared printer. Sharing the printer on a 32-bit operating system would require adding the drivers for 64-bit clients. There's no such thing as 32-bit emulation mode on printers.

You have a workstation running Windows 10, 64-bit edition. A local printer connected to a USB port is shared so that other users can print to that printer. Users running 32-bit versions of Windows report that they can't install the driver for the shared printer. Users running a 64-bit version of Windows do not have any problems. What could you do to fix this problem? (Select two.) - On your computer, add the x86 drivers. - Manually install the correct driver on each computer that is having a problem. - Move the printer to a computer running a 32-bit operating system and share the printer. - Configure one computer running a 32-bit operating system with the correct driver. Share the network printer and have all 32-bit computers connect to that computer. - Configure the printer to run in 32-bit emulation mode.

Update the UEFI firmware. Explanation Flashing the BIOS or UEFI firmware is often required to upgrade system components that are part of the motherboard, such as upgrading to a faster processor. If the motherboard documentation lists the processor as supported but it is not correctly recognized, updating the BIOS or UEFI firmware to the latest version may fix the problem. Pressing F8 while the system is booting displays the advanced boot menu on older versions of Windows. Replacing the motherboard is probably not required because the motherboard was working correctly previously and the documentation indicates that the new CPU is supported. You would only replace the CPU if you determined that it is faulty.

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. What should you do first? - Update the UEFI firmware. - Return the CPU for a new one. - Press F8 while booting the computer. - Upgrade the motherboard.

- Flash the UEFI firmware. - Reinstall the old processor in the motherboard. Explanation Flashing the BIOS or UEFI firmware is often required to upgrade system components, such as to upgrading to a faster processor. If the motherboard documentation lists the processor as supported but it is not correctly recognized, updating the BIOS or UEFI firmware to the latest version may fix the problem. Before you can do this, you must reinstall the old processor in the system to get it back up and running again. Pressing F8 while booting the system displays the advanced boot menu on older versions of Windows. Replacing the motherboard is probably not required because the motherboard was working correctly with the older CPU and the documentation indicates the new CPU is compatible. Only replace the CPU if you have determined that it is faulty.

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 try to start the computer it beeps regularly and nothing is displayed on the screen. What should you do? (Select two.) - Return the CPU for a new one. - Flash the UEFI firmware. - Verify that the CPU fan is connected to the motherboard. - Press F8 while booting the computer. - Reinstall the old processor in the motherboard.

Install a 64-bit version of the operating system. Explanation In this scenario, the most likely cause is the operating system being a 32-bit operating system. You must use a 64-bit operating system to use memory above 4 GB. The AGP aperture is a method for sharing system memory with an AGP (not PCIe) video card. With shared memory, some of the memory is used by the video card and is not available for the system. You do not update memory controller drivers.

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. What should you do? - Install a 64-bit version of the operating system. - Update the memory controller driver in Device Manager. - Disable the AGP aperture in the BIOS. - Flash the BIOS.

Memory not installed or not detected Explanation If memory was not installed in the new computer or was not detected during boot up, system boot will fail and sound a beep code. If unsupported memory was installed, the system will boot but the display will be blank. If incompatible memory was installed, such as combining dual-bank with single-bank memory, the system will boot but the memory count will be incorrect. If a mix of new and old memory was used, the system will boot but will display a memory error message.

You have just built a new system from scratch. You turn the computer on but the system boot fails and sounds a beep code. What might be the issue? - New and old memory has been mixed - Incompatible memory was installed - The system includes unsupported memory - Memory not installed or not detected

Download and install the latest driver from the manufacturer's Website. Explanation The first thing to try would be to download and install the latest driver for the device from the manufacturer's website. You would use the Add Hardware wizard to configure legacy (non Plug and Play) devices. Reinstalling or replacing the device should only be done after performing other troubleshooting tasks.

You have just connected a new USB device to your Windows system. You used the installation disc that came with the device to install the drivers needed to support the device. After installation, the system frequently crashes when you try to access the new device. What should you do? - Download and install the latest driver from the manufacturer's Website. - Run the Add Legacy Hardware wizard and manually configure the device. - Remove and then reinstall the device. - Replace the device itself.

Default gateway Explanation Check the default gateway setting on the computer. The default gateway value is used for sending packets to other subnets. If the value is incorrect, then the packets will not be sent to the correct router. In this scenario, the host can communicate with other hosts on the same subnet, meaning that the IP address and subnet mask are correctly configured. The DNS server address is likely not the problem as name resolution is not mentioned in the scenario. In addition, if name resolution were a problem, it could affect access to both local and remote hosts.

You have just connected a new computer to your network. The network uses static IP addressing. You find that the computer can communicate with hosts on the same subnet, but not with hosts on a different subnet. No other computers are having a problem. Which of the configuration values would you most likely need to change? - IP address - Subnet mask - DNS server - Default gateway

- Make sure the heat sink is properly mounted and has thermal paste. - Check the CPU fan power. Explanation System lockups and restarts can be caused by several problems, including the an overheated processor. Because the CPU has just been replaced, this is the most likely cause of the problem. First, you should make sure the CPU fan is running. After that, you should check if the heat sink is properly mounted and has thermal between it and the CPU.

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 should you do first to troubleshoot the problem? (Select two.) - Remove any unneeded components and run the system. - Check the power supply voltage switch. - Replace the power supply. - Make sure the heat sink is properly mounted and has thermal paste. - Check the CPU fan power.

Reset the page count. Explanation After installing a maintenance kit in your laser printer, you should reset the page count. The parts in a maintenance kit are replaced on a regular basis (usually after about 20,000 pages of printing).On dot matrix printers, you should check the gap between the printer head and the paper to avoid printer images become faint. Use an inkjet's automatic cleaning feature if letters have missing lines. The print drivers may need reinstallation if they become corrupt.

You have just installed a maintenance kit in your laser printer. What should you do next? - Check the gap between the print head and the paper. - Reset the page count. - Reinstall the print drivers. - Use the automatic cleaning feature.

Download the latest driver from the manufacturer's Website. Explanation The first thing to try would be to obtain the latest driver for the device. In this scenario, Windows detected the device, a suitable driver for it. Use the Add Legacy Hardware wizard to install legacy (non Plug and Play) devices. An icon with a black down-arrow over it indicates a disabled device. Replacing the device should only be done after performing other troubleshooting tasks.

You have just installed a new device in your Windows system. After installation, you can't use the device. You check Device Manager and find an icon for the device with a yellow exclamation mark over it. What should you do? - Replace the device. - Run the Add Legacy Hardware wizard and manually configure the device. - Download the latest driver from the manufacturer's Website. - Enable the device. - Reinstall the device.

Run any diagnostic software that came with the device. Explanation As a first step, run any diagnostic software that came with the device. Using an older driver, like one that came on the installation CD, will rarely correct a problem. In addition, you should only try this and the other solutions after performing the self-test and trying obvious fixes.

You have just installed a new hardware device, upgraded the driver, and installed the custom software that came with the device. Now you can't get the device to work. What should you do first? - Remove and then reinstall the device. - Try installing the device in another system. - Install the drivers that came on the installation CD. - Run any diagnostic software that came with the device.

Remove all of the newly added devices and install them one at a time. Explanation When installing, you should always install one device at a time. In that way, if a problem occurs after installing the new device, you know that the new device has caused the problem. Swapping components at this point might not help as you have not yet identified the component that is most likely causing the problem.

You have just installed several devices at once to a computer, but now the computer fails to boot properly. What should you do? - Change the configuration of a single device. - Remove all of the newly added devices and install them one at a time. - Swap all of the devices with those you know to be good. - Swap a single device with one that you know to be good.

Enable Bluetooth in the BIOS/UEFI configuration. Explanation You can enable and disable built-in devices in the system BIOS/UEFI configuration. Check the BIOS/UEFI configuration first before trying to replace components. You cannot enable the device or update the driver in Windows until Windows can see the device. With the device disabled in the BIOS/UEFI configuration, Windows does not know that the device exists.

You have just purchased a new laptop with built-in 802.11 wireless and Bluetooth capabilities. When you boot into Windows, you do not see a Bluetooth adapter listed in Device Manager. What should you do first? - Enable Bluetooth in the BIOS/UEFI configuration. - Update the device driver in Windows. - Enable the Bluetooth device in Device Manager. - Replace the wireless card in the laptop.

- Look for something that could be causing the new CPU to overheat. - Make sure the CPU is seated and oriented properly, and locked into the socket. Explanation The most common issues that occur when a new CPU has been installed are 1. The system locks up because it gets too hot. You should check for the following: • The heatsink and fan are not placed correctly or are in poor condition • Thermal paste or the thermal pad have not been used between the processor and the heatsink • The heatsink is not firmly attached to the processor 2. The system locks up because the CPU is not properly seated or is oriented incorrectly.

You have just upgraded the CPU on your computer. You consulted the motherboard documentation to make sure the CPU is compatible with the motherboard. You turned the system on and it locks up shortly after startup. Which steps should you take first? (Select two.) - Replace the CMOS battery. - Look for something that could be causing the new CPU to overheat. - Make sure the CPU is seated and oriented properly, and locked into the socket. - Test the power supply using a multimeter. - Make sure the power cord is plugged in and the power supply switch is in the on position.

Run the cable through the ceiling area instead of across the floor. Explanation Because the cable is a plenum rated cable, you can run the cable through the ceiling area. This is the best method of preventing wear to the cables. The cable shielding will also protect the cable from some electromagnetic interference. However, you should be sure to avoid running the cable directly across light fixtures.

You have recently been called to troubleshoot network connectivity problems at a user's workstation. You have found that the network cable runs across high-traffic areas on the floor, causing the cable to wear through and break. You have replaced the cable with a plenum rated, shielded, twisted pair cable. You would like to minimize the problem and prevent it from happening again. What should you do? - Run the cable through the ceiling area instead of across the floor. - Encase the cable in a protective shield and secure the cable to prevent it from slipping. - Periodically check the cable for kinks and wear. Replace the cable when necessary. - Run the cable under the carpet.

Connect the power button to the motherboard. Explanation The system case power button connects to jumper pins on the motherboard. When you press the power button, the cable sends the power on signal to the computer. If the power button was connected, you would typically hear fans start up and see lights come on as the system boots. Even without a processor fan, memory, or a keyboard or mouse, you would still see or hear something if the system had power.

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? - Make sure the memory is properly seated. - Connect the power button to the motherboard. - Make sure a keyboard and mouse is plugged in. - Connect the processor fan to the motherboard.

Incorrect default gateway Explanation In this example, the default gateway address is incorrect. The default gateway address must be on the same subnet as the IP address for the host. The host address is on the 192.168.1.0/24 subnet, but the default gateway address is on the 192.168.2.0 subnet.

You manage a network that has multiple internal subnets. You connect a workstation to the 192.168.1.0 subnet using the default subnet mask. This workstation can communicate with some hosts on the private network, but not with other hosts. You run ipconfig /all and see the following: Ethernet adapter Local Area Connection: Connection-specific DNS Suffix . : mydomain.local Description . . . . . . . : Broadcom network adapter Physical Address. . . . . . : 00-AA-BB-CC-74-EF DHCP Enabled . . . . . . . : No Autoconfiguration Enabled. . . : Yes IPv4 Address . . . . . . . : 192.168.1.102(Preferred) Subnet Mask . . . . . . . : 255.255.255.0 Default Gateway. . . . . . . . . : 192.168.2.1 DNS Servers. . . . . . . . . . . : 192.168.2.20 What is the most likely cause of the problem? - Incorrect subnet mask - Incorrect IP address - Incorrect DNS server address - Incorrect default gateway

Incorrect subnet mask Explanation In this example, the network is using a mask of 255.255.255.0 (24-bits), but the workstation is configured to use a mask of 255.255.0.0.

You manage a network that has multiple internal subnets. You connect a workstation to the 192.168.1.0 subnet, which uses the default subnet mask. This workstation can communicate with some hosts on the private network, but not with other hosts. You run ipconfig /all and see the following: Ethernet adapter Local Area Connection: Connection-specific DNS Suffix . : mydomain.local Description . . . . . . . : Broadcom network adapter Physical Address. . . . . . : 00-AA-BB-CC-74-EF DHCP Enabled . . . . . . . : No Autoconfiguration Enabled. . . : Yes IPv4 Address . . . . . . . : 192.168.1.102(Preferred) Subnet Mask. . . . . . . . : 255.255.0.0 Default Gateway . . . . . . : 192.168.1.1 DNS Servers . . . . . . . : 192.168.1.20 192.168.1.27 What is the most likely cause of the problem? - Incorrect subnet mask - Incorrect default gateway - Incorrect DNS server address - Incorrect IP address

Reconnect the antenna connections. Explanation The wireless connection is affected by the internal antenna. After replacing a video card or LCD screen, be sure to reconnect the antenna leads when reassembling. Because the wireless connection functioned correctly before you replaced the video card, you know the network card works fine and should not need replacement. A USB-compatible wireless network device would provide a new connection, but does not necessarily resolve the problem. Because all of the other components function correctly, removing and reconnecting the battery would not resolve the internal Internet connection.

You recently replaced a malfunctioning video card on your laptop. After reassembling the laptop, everything works well except for the wireless network connection. The wireless adapter functioned correctly before you replaced the video card. What would most likely resolve this problem? - Reconnect the antenna connections. - Replace the wireless network card. - Reconnect the laptop battery. - Use a wireless network adapter that plugs into a USB port.

Make sure the case fans are plugged in. Explanation Because you have recently replaced the processor, check things related to the processor or to items you had to disconnect and reconnect when replacing the processor. In addition, periodic shutdowns are often caused by overheating. Because of the limited space in a notebook case, the processor uses a heat pipe to pull heat towards the side of the case where a small fan can vent the heat from the case. Make sure the system case fans are plugged in and work properly.

You recently upgraded the processor in your laptop computer to a faster processor. The computer runs, but after using it for several minutes, it shuts down unexpectedly. Which of the following should you do first? - Test the memory for errors. - Make sure the case fans are plugged in. - Use a multimeter to test the inverter. - Charge the battery, then run the laptop from the battery.

Calibrate the printer. Explanation After replacing print cartridges, perform a calibration. The calibration uses the self test to check the printed image and make minor adjustments automatically. Calibration will help avoid blurry text, misalignment (jagged lines), or incorrect colors. Dot matrix printers use a ribbon, and should be replaced if printer images become faint. Fuser roller assemblies are found in laser printers, and should be replaced or cleaned if there are lines or splotches at regular intervals on the print job.

You replaced the print cartridge on an inkjet printer. What should you do next? - Replace the ribbon as well. - Replace the fuser roller assembly. - Send the printer to the factory for a realignment. - Calibrate the printer.

- tracert - ping Explanation On an IP-based network, you can use the ping command to check connectivity between a source and destination computer. You can also use tracert on a Windows system to check the routing path between two hosts. The tracert command performs the same function as ping, but includes the path information. Use nslookup and dig on Windows and Linux to resolve the IP addresses of host names using DNS lookups. Use Arp to view information about MAC addresses and their corresponding IP addresses.

You work in an office that uses Linux and Windows servers. The network uses the IP protocol. You are sitting at a Windows workstation and an application you are using is unable to connect to a Windows server named FileSrv2. Which commands can you use to test network connectivity between your workstation and the server? (Select two.) - nslookup - dig - tracert - arp - ping

Use an anti-static vacuum. Explanation You should use an anti-static vacuum to remove excess toner from the interior of a laser printer. You should avoid using removal methods that will disperse the toner into the air; such as compressed air or a broom.

You're conducting scheduled maintenance on a laser printer. You notice that there is a build-up of excess toner inside the interior of the printer. Which of the following is the proper way to remove it? - Wipe it out with a wet, soapy rag using a mild detergent. - Blow it out with compressed air. - Use an anti-static vacuum. - Sweep it out with a small broom.

Failed video adapter Explanation Because the output does not display on the internal or external monitor after using the Fn key, the most likely problem is related to the video card. If the external monitor shows the correct output, it is most likely a failed backlight or inverter. When the computer runs for only a short time after the battery has been charged or if the battery does not hold a charge, it is most likely a failed battery.

You're troubleshooting a malfunctioning LCD display on a notebook computer system. After confirming that the notebook is receiving AC power, you plug in an external monitor. The external monitor does not display the output from the notebook after pressing the Fn key to toggle the display. Which of the following could be the cause? - Failed inverter - Failed video adapter - Failed battery - Failed backlight

Failed backlight Explanation In this case, the LED backlight has failed. The backlight provides illumination to the display. Because the output displays fine on the external monitor, you know the problem is not related to the video card. LED backlights use DC power, eliminating the need for an inverter. A CCFL is one of the backlight methods (LED being the other), and uses an inverter to provide AC power to the backlight.

You're troubleshooting a malfunctioning LED display on a notebook computer system. An external monitor correctly displays the output from the notebook. Which of the following could be the cause? - Failed inverter - Failed video adapter - Failed CCFL - Failed backlight

- The cold cathode fluorescent lamp has burned out and needs to be replaced. - The inverter in the LCD assembly has malfunctioned. Explanation The two main problems encountered with LCD backlights are a burned out CCFL or a malfunctioning inverter. It's also possible to have a power management setting that turns off the backlight to save power; however, it would only be applied if the system were running on battery.

You're troubleshooting a malfunctioning notebook computer system. The user has indicated that the LCD screen suddenly became dark and difficult to read while he was downloading a large file through his wireless network card while the system was plugged in at his desk. You've checked the system and determined that the backlight has stopped working. Which of the following could be the cause? (Choose two.) - The cold cathode fluorescent lamp has burned out and needs to be replaced. - The extended download placed high demands on the system DC power; causing the BIOS to shut off the backlight. - The wireless network card is emitting radio signals that interfere with the backlight; causing it to stop functioning. - The inverter in the LCD assembly has malfunctioned.

The LCD cutoff switch is stuck in the Off position. Explanation It's possible that the notebook's LCD cutoff switch is stuck in the off position. The cutoff switch is used to shut off the backlight (and sometimes the video display itself) when the notebook lid is closed. Press and release the cutoff switch to determine if this is actually the problem. Because the problem exists when plugged in, you know the problem is not related to the battery.

You're troubleshooting a malfunctioning notebook computer system. The user has indicated that the screen is always dark and difficult to read even while the system is plugged into a wall outlet. You checked the system and determined that the backlight isn't working. Which of the following could be the cause? - The LCD cutoff switch is stuck in the Off position. - The notebook battery is failing and needs to be replaced. - The wrong AC adapter is being used with the system. - The notebook's video adapter is malfunctioning.

- The LCD assembly is malfunctioning. - The display output has been redirected to the external monitor port using a Fn key. Explanation If the display appears on an external monitor but not the built-in display, the problem could be a malfunctioning LCD assembly or it could be due to the display output being redirected to the external monitor port using a Fn key. You know that the video card is working properly if the video shows on an external monitor.

You're troubleshooting a malfunctioning notebook computer. Nothing appears on the LCD display when the system is powered on. When you connect an external monitor to the system, the Windows desktop is displayed properly on the monitor. What could be causing this problem? (Choose two.) - The LCD assembly is malfunctioning. - The display output has been redirected to the external monitor port using a Fn key. - The built-in video card is malfunctioning. - The BIOS needs to be updated. - A new driver for the video board needs to be installed.

Plug in an external monitor Explanation If the built-in monitor isn't working, connect an external monitor to the laptop. If the display appears on an external monitor but not the built-in display, the problem could be a malfunctioning LED assembly or it could be due to the display output being redirected to the external monitor port using the Fn key. If you don't get a display on the internal or external monitor, you can assume that there is a problem with the video card. Repairing the video card typically means replacing the motherboard. You should calibrate the battery if your battery seems to be losing the ability to hold a charge or if the power drops shortly after starting to use it.

You're troubleshooting a malfunctioning notebook computer. Nothing appears on the LED display when the system is powered on. What is the first thing you should do? - Plug in an external monitor - Calibrate the battery - Replace the motherboard - Replace the video card

Recalibrate the digitizer pad. Explanation To fix this problem, you need to recalibrate the digitizer pad. Over time, digitizer pads on notebooks can develop drift. This can be fixed by running a recalibration program, usually included with the pad.

You're troubleshooting a notebook system that uses a digitizer pad and stylus for user input. The user has complained that the digitizer pad registers stylus taps about 1 inch to the right of where the tap actually occurred. How can you fix this problem? - Replace the stylus. - Remove any scratches from the digitizer pad. - Recalibrate the digitizer pad. - Replace the digitizer pad. - Hold the stylus at an increased angle.

Your ISP's DHCP server isn't working properly. Explanation Anytime you see a network interface assigned an IP address in the 169.254.0.1 to 169.254.255.254 range, you know that it was unable to acquire an IP address from a DHCP server. Automatic Private IP Addressing (APIPA) on the workstation automatically took over and assigned an IP address in the range listed above. Because of this, the workstation isn't configured with the correct router and DNS server addresses, and can't access the company's VPN.

You're trying to access your office network with your Windows workstation from home using your organization's virtual private network (VPN). Your DSL modem has connected to your ISP, but you can't connect to your office network. You issue the ipconfig command from the command prompt and learn that your system has been assigned an IP address of 169.254.1.12. What's causing the problem? - Your organization's VPN is down. - Your ISP's DHCP server isn't working properly. - Your organization's firewall is filtering VPN connections. - Your ISP's DNS server isn't working properly. - Your modem doesn't support the v.56 standard, which is needed for VPN access.

Your ISP's DNS server is down. Explanation Because your workstation is able to receive correct IP parameters from the built-in DHCP server, you know that the home office side of the SOHO router is working correctly. The fact that you're able to trace the route from your workstation to a server on the Internet using its IP address indicates that routing is working properly. This, coupled with the browser error message, would indicate that the most likely problem is a down or malfunctioning DNS server. You could test this hypothesis by trying to access a Web site using an IP address in the URL instead of a domain name.

Your home network is connected to the Internet through a 512 Mbps DSL line. Your ISP provided you with a small office/home office (SOHO) router that provides four 100 Mbps Ethernet ports for your home office and one DSL port for connecting the network to the Internet. The SOHO router has a built-in DHCP server that is used to automatically configure workstations with an IP address, default gateway address, and DNS server address. However, today you are unable to access the Internet. The browser reports that it can't find the URLs you are requesting. Using the ipconfig command, you've verified that the workstation is receiving correct IP address parameters. You tried entering tracert 137.65.1.2 at a command prompt and found that you're able to reach this server on the Internet without any issues. What is causing this problem? - Your built-in DHCP server isn't working properly. - Automatic Private IP Addressing (APIPA) has assigned a non-routable IP address to your workstation. - Your ISP's DNS server is down. - Your ISP's DSL service may be down. - The SOHO router isn't working properly.

A corona wire is dirty. Explanation If a corona wire is dirty, it might not create a uniform charge. As a result, the toner might not be attracted correctly to the photosensitive drum or paper. A vertical stripe is a typical symptom of this problem. Be careful when cleaning a corona wire because they are delicate.

Your laser printer prints a vertical black line on every page. You change the toner cartridge but the problem does not go away. What is the most likely problem? - The photosensitive drum. - The fuser assembly is damaged. - The paper is poor quality. - A corona wire is dirty.

Upgrade to a 64-bit version of Windows. Explanation In this situation, you are most likely using a 32-bit version of Windows, which can only address a maximum of 4 GB of RAM. Some of the 4 GB is used by drivers, hence it only reports 3.5 GB of system RAM. Upgrading to a 64-bit version of Windows should fix the problem. The BIOS should display the total amount of system memory during POST. If it does not count the proper amount of memory, verify that the memory is inserted correctly. In most cases, you will not need to change the memory timings. When you do, it is typically because the system is unstable or crashes. Testing memory helps you identify when specific memory storage locations are going bad. Device Manager will not enable memory not recognized by the BIOS.

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. What should you do? - Make sure that both modules are seated properly in their slots. - Change the memory timings in the BIOS to a slower (higher) setting. - Return both modules for a replacement. - Upgrade to a 64-bit version of Windows. - Reboot the computer and run memory diagnostic tests on the memory.

Replace the suspect CPU with a known good CPU of the same make and model. Explanation Replacing the suspect CPU with a known good CPU of the same make and model is the best way to determine if the CPU is the problem. There is only one variable in this test. If the system stops crashing after the CPU was replaced, it is safe to assume that the suspect CPU was not functioning properly. Any other course of action introduces more variables to the environment. If intermittent problems continue to occur, you are no closer to finding the cause.

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. - Throttle the processor to reduce the operating frequency and minimize power consumption. - Switch to a comparable CPU from a different manufacturer. - Downgrade to a CPU that has fewer cores and is less demanding on your system resources.

Loopback plug Explanation Use a loopback plug to test the network card's ability to send and receive signals. Pinging the local host (ping 127.0.0.1) tests the TCP/IP protocol stack, but does not actually send signals out the network card. A cable tester tests continuity of all wires in a cable and ensures that wires are connected appropriately in the plugs. Use a multimeter and an ohmmeter to test the electrical properties of cables and signals.

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? - Multimeter - Loopback plug - Ohmmeter - Cable tester