CompTIA A+ (Core 2)

Applications

(blank)s create graphical interfaces for users to interact with.

Local Security Policy

A (blank) Security Policy applies to a single computer.

Power Supply

A (blank) has a built-in surge suppressor, but it also provides power to the computer. These do not, however, protect against sags and brownouts.

Counter

A (blank) is an event monitored by Performance Monitor.

UPS

A (blank) protects from spikes, sags, and brownouts.

The Windows Memory Diagnostic tool diagnoses memory problems.

A Windows 7 desktop PC has blue screened several times, indicating a possible RAM problem. Which of the following tools can be used to test this problem? ​ MSCONFIG ​ Windows System Restore ​ Windows System File Checker ​ Windows Memory Diagnostic

Performance Monitor tracks counters. A set is a collection of counters. A service is a background support program run by Windows. A baseline can be created by monitoring one or more counters.

A __________ is an event monitored by Performance Monitor. ​ Set ​ Counter ​ Service ​ Baseline

System Restore points can become infected by certain malware, so it's always a good idea to disable System Restore on an infected machine.

A client has a computer that is infected with several viruses and spyware. Which of the following should the technician perform first before spyware removal? ​ Disable System Restore ​ Run Windows Update ​ Disable network cards ​ Run the CHKDSK /R command

Overwritten data cannot be recovered, but a quick format only deletes a drive's master file table without actually deleting any data, so the data on the drive can be recovered.

A client has asked a technician about drive sanitation and wants to know the difference between overwriting a drive and quick formatting a drive. Which of the following would be the best response from the technician? ​ Nothing is different. They both destroy the data so no one can recover it. ​ Overwriting writes 1s and 0s to a hard drive, replacing all the data. A quick format only clears the references to the data, so the data is only overwritten as new data is saved to the drive. ​ Overwriting replaces all the data with a single file that fills the hard drive, destroying the data. Quick formatting erases all the data. ​ Overwriting writes 1s and 0s to the drive, which replaces the user's data, but not the OS data. Quick formatting destroys the hard drive.

Low RAM is not a reason for a computer to fail to run the graphical environment. Multiple reboots will launch the Windows Recovery Environment (WinRE). Booting into Safe Mode will provide access to troubleshooting tools and logs. Launching WinRE also enables access to Event viewer and logs.

A computer boots but can't load the graphical desktop. Which is not a recommended troubleshooting procedure? - Reboot multiple times if necessary. - Add more RAM. - Boot to Safe Mode. - Use WinRE to access the System logs in Event Viewer.

Drilling into the hard drives will ensure that the hard drives will never be used again.

A contractor needs to destroy several drives containing confidential information so that they can never be used again. Which of the following destruction methods would best accomplish this task? ​ Drill into the hard drives ​ Overwrite the hard drives ​ Sanitize the hard drives ​ Format the hard drives

The best (if harrowing) choice is to attempt to repair the profile with specific techniques that involve editing the registry. Deleting the account won't fix a corrupt profile. Chkdsk /f finds and marks bad sectors but cannot fix the damaged data they contain. Startup programs are not part of the profile.

A corrupt profile may prevent the Windows GUI from loading. Which method might repair the profile? - Delete the user account - Edit the registry - Disable startup programs - Run chkdsk /f

Acknowledge the customer's input, but follow another course of action is correct. The user generally knows their job better, so they may give you some good information that will help solve the problem. Listen to the customer, acknowledge their input; however, you should follow your troubleshooting skills.

A customer calls the help desk to report an issue. The customer suggests that the problem is hardware-related, but the technician knows from the description that this is not the case. Which of the following is the BEST course of action for the technician? ​ Acknowledge the customer's input, but follow another course of action. ​ Continue to pursue the customer's course of action. ​ Continue to pursue your course of action. ​ Explain to the customer that your experience with this shows a different course of action.

Some viruses change a computer's proxy settings to use a proxy server controlled by the virus's creator.

A customer reports that after a technician cleaned up a rogue anti-virus program, the customer cannot browse the web. Which of the following should the technician check to resolve the situation? ​ User privileges ​ Firewall settings ​ Browsing history ​ Proxy settings

It's highly likely that the Wi-Fi switch got knocked into the wrong position during transport. Just flip the switch back into the correct position, and you're good to go!

A customer reports that their wireless laptop cannot connect after removing it from its carrying case. The laptop boots and the user can log in. Which of the following should be checked first? ​ Laptop battery levels ​ External Wi-Fi switch ​ Available hard drive space ​ Status in Device Manager

Windows requires Dynamic disk drives to support RAID.

A drive configured as a basic disk in Disk Management cannot support what feature? ​ Sharing ​ NTFS ​ RAID ​ Disk Administration

Boot the computer into Safe Mode. Go to the Control Panel | Administrative Tools | Event Viewer. Event Viewer will quickly tell her which program(s) made Windows fail to load.

A frustrated user calls in for tech support. She installed three new programs, but now Windows 7 won't load. What can she do to determine which program is at fault? She doesn't want to uninstall all three programs. Select the best answer. ​ Boot the computer into Safe Mode with Command Prompt. At the prompt type CHKDSK /PROGRAMS to run a scan on installed applications. ​ She needs to uninstall the three programs and reinstall them one at a time, testing Windows startup. ​ Boot the computer into Safe Mode. Go to the Control Panel | Administrative Tools | Event Viewer. ​ Boot the computer into Safe Mode with Networking and do an Internet searches for the three programs to see if other people have had problems.

Incremental

A full backup is made at the beginning of the week. Which of the following backup methods would be the quickest and smallest if used each day during that week? ​ Incremental ​ Copy ​ Differential ​ Normal

Roll back updates.

A home user calls into the Help Desk. Her Windows 10 computer worked fine last night. This morning, however, none of the devices plugged into the computer work: no mouse, keyboard, or even printer. She rebooted twice and got the same error. What should fix this problem? ​ Restore hidden updates. ​ Check for updates. ​ Roll back updates. ​ Disable the Windows Update service.

Enterprise licensing typically allows unlimited use of a program in an organization. It also can make installation on a large number of systems easier for network administration.

A large corporation that has more than 250 users is interested in updating their office software. Which of the following is the BEST license type to comply with the end-user licensing agreement (EULA) terms? ​ Open source license ​ Single Seat license ​ Personal license ​ Enterprise license

The command-line prompt should be closed, not minimized, upon completion of the update command.

A network administrator needs to set some immediate policies on several systems. Upon completion of an update from the command line of the first system, what is the next step that should be completed before moving to a new system? (Select TWO). ​ Type EXIT at the command prompt and press Enter ​ View the CMD process in Task Manager ​ Select Switch User on the PC ​ Click the "x" in the top right of the CMD window ​ Minimize the CMD box to the taskbar

Event Viewer will show you any Windows errors that might have sprung up as a result of installing the program, and the application itself might be keeping some log files for just this sort of troubleshooting.

A new application is installed, which adds three new services to a customer's PC. The customer asks for help because the new application will not start. A technician investigates and finds that one of the services has failed to start. They attempt to manually start the service, but it fails. Where should the technician look next for more information? (Select two.) ​ Task Manager ​ %SystemDir%\system32\Drivers ​ System registry ​ Event Viewer ​ Log files for the new application

DNS server (Domain Name System) is a computer hardware or software server on a network that responds to queries about its domain directory. In essence, it is a phone book to translate the IP addresses to the device.

A technician contacts the network administrator to request a list of all static IP addresses in the building. Which of the following server roles would the technician MOST likely review to find that information? ​ File server ​ DNS server ​ Proxy server ​ DHCP server

Local Security Policy enables you to control many aspects of local computer use, including who has shutdown privileges for the local PC.

A technician has a computer locked in a cabinet in the office. The computer shares a printer and some files and, therefore, must remain on. Which of the following Control Panel options would be used to control the users that can shut the computer down? ​ Local Security Policy ​ System ​ Security Center ​ Power Options

Educate the user regarding safe internet browsing is correct.

A technician has just fixed a user's PC and successfully removed a virus and malware from the machine. Which of the following is the LAST thing the technician should do? ​ Educate the user regarding safe Internet browsing. ​ Enable system restore and create restore point. ​ Update all anti-virus and malware. ​ Setup a scheduled scan.

QoS is the Quality of Service tool that allows your router to share the bandwidth among users.

A technician has just installed a new SOHO router for several users to share an Internet connection. He received a call that, when one user streams media, the remaining user's browsing speed slows. What can the technician adjust, so the experience is universal for all users? ​ QoS ​ DSL ​ VNC ​ WAN

12288MB is correct. Microsoft's suggestion for the minimum page file size in Windows 7 is 1.5x your system RAM.

A technician has just upgraded RAM on a user's Windows 7 workstation from 4GB to 8GB. The technician now wants to adjust the page file size on the system to the recommended Microsoft minimum settings. Which of the following is the Microsoft minimum page file? ​ 8192MB ​ 12288MB ​ 4096MB ​ 16328MB

SYSPREP SYSPREP can be used to prepare duplicate images of a Windows installation when dealing with a mass deployment.

A technician is creating an image that will be used to deploy Windows 7 to 100 PCs. Which of the following tools should be used to accomplish this? ​ CHKDSK ​ Windows 7 Advisor ​ SYSPREP ​ DISKPART

To ensure that the computer boots to the installation media, the technician should check that the optical drive is at the top of the boot sequence.

A technician is trying to reinstall Windows on a machine. He's already inserted the install disc in the optical drive, so what will he most likely have to configure next? ​ BIOS password ​ Flash BIOS for firmware upgrade ​ Boot sequence ​ Clock speeds

The CHKDSK command scans a hard drive for errors and repairs them as needed.

A technician is working on a workstation that is receiving read/write failures when trying to access a particular file. Which of the following commands should the technician use to resolve this issue? ​ FDISK ​ CHKDSK ​ DISKPART ​ FORMAT

You should always treat any customer information as confidential. It is easiest to be preventative and remind customers to close personal items before troubleshooting a system.

A technician needs to initiate a Remote Desktop Assistance connection for a customer who is experiencing email issues. Once the customer agrees, what should the technician ask the customer to complete, before establishing the connection? ​ Close any files that are personal. ​ Log off, and log back on. ​ Take steps to reproduce the problem. ​ Reboot the system.

Motherboard Drivers

A technician needs what to complete the post-installation tasks for a Windows installation?

Motherboard and other hardware drivers are needed to complete a Windows installation. The HCL should be checked as part of the pre-installation process. An ISO should be used to create a bootable flash drive or optical media before installing Windows. Hardware upgrades and changes should be accomplished before beginning an installation.

A technician needs what to complete the post-installation tasks for a Windows installation? ​ Motherboard drivers ​ Hardware compatibility list ​ An ISO of the operating system ​ CPU upgrade

The Windows Event Viewer provides a method for browsing Windows event logs. It keeps track of everything that happens on a system.

A technician receives an error every time a workstation boots up. The technician needs to find out what process is responsible for the error. Which of the following utilities would be used first? ​ Event Viewer ​ System Control Panel ​ Task Manager ​ MSCONFIG

Disabling the extra ports on the router would make it difficult for other computers to join the network.

A technician recently set up a new wired network and wants to ensure only his computers can use it. Which of the following is the most secure way to accomplish this? ​ Make sure the computers are using strong passwords. ​ Enable an intrusion detection system. ​ Disable the extra ports on the router. ​ Assign static IP addresses to the computers.

Defensive postures cause customers to mistrust techs. Techs should be friendly, confident and professional in all dealings with customers.

A technician should avoid this type of behavior when dealing with customers. ​ Professional ​ Friendly ​ Confident ​ Defensive

Always use an anti-static mat. Electrostatic discharge (ESD) is the release of static electricity and can be damaging to any electronic device. It is always best practice to use an anti-static mat and anti-static wrist straps.

A technician troubleshooting a computer finds a faulty video card and needs to replace it. Which of the following safety procedures is the BEST to prevent damaging the new part? ​ Handle the new card by the edges only. ​ Ground the computer and remove jewelry. ​ Use ESD strap on the new card during handling. ​ Always use an anti-static mat.

Performance Monitor

A technician wants to configure the computer to send an alert when the CPU usage is above 95% for an arbitrary length of time. Which utility should be used? ​ REGSRV32 ​ Performance Monitor ​ TLIST ​ Task Manager

\\servername\share The correct syntax for the Universal Naming Convention (UNC) is \\servername\share. Map to that UNC, and you will be able to access the folder "share" on the computer "servername" any time.

A technician would like to map a network drive. Which of the following indicates the correct path for mapping a network drive using the UNC? ​ \\password\share ​ \\servername\share ​ \\username\servername ​ \\share\servername

Mantrap is correct. Mantrap, or sally port, use a mechanical device to stop access. Two sets of interlocking doors or turnstiles are the most common.

A turnstile is an example of which of the following forms of physical security? ​ Cipher lock ​ Mantrap ​ Biometrics ​ Key pad

By using the Microsoft Management Console's Service Snap-in, the user can edit startup services.

A user can edit the services that start-up in Windows by using what tool? ​ Event Viewer ​ Service Snap-in for MMC ​ Add/Remove programs ​ Add/Remove hardware

MSCONFIG The MSCONFIG tool enables you to select which programs start up with Windows.

A user has too many applications starting when they log into Windows. From the command line, which of the following tools is the fastest option to prevent these applications from running on startup? ​ MSCONFIG ​ SERVICES.MSC ​ REGEDIT ​ MSINFO32

Re-establish a new theory or escalate If your previous theory proves incorrect, it's time to either come up with a new theory or escalate the problem to someone else who can help.

A user is experiencing slow performance with her computer. A technician suspects the computer has a virus and runs anti-virus software. A virus is found and removed, but the performance issue is not resolved. Which of the following should the technician perform next? ​ Implement preventative measures ​ Establish a plan of action to resolve the problem ​ Re-establish a new theory or escalate ​ Document findings, actions, and outcomes

Personally identifiable information, or PII, is correct. PII refers to any data that can lead back to a specific individual.

A user receives an email containing a co-worker's birth date and social security number. The email was not requested, and it had not been encrypted when sent. What policy does the information in the email violate? ​ PII ​ DRM ​ EULA ​ IRP

Identify the malware on your system. In troubleshooting, always identify your problem first. You cannot solve a problem if you do not know the problem.

A user reports problems browsing the internet and that their browser has a person with a headset that keeps asking them to "click here for help." When the user has clicked on the icon to try to resolve the issue, the browser is redirected to a website to purchase software. Which of the following should be performed FIRST to resolve the issue? ​ Create a Restore Point. ​ Identify the malware on the system. ​ Train the user of malicious software. ​ Patch all security updates for operating system.

Anti-malware software It sounds like the user has gotten some malware on his PC, so it's time to run an anti-malware scan.

A user reports that every time he uses a search engine and clicks on a link to go to a website, he is instead taken to a site blocked by his company's content filter. The user is not trying to go to the blocked site, but he needs to be able to successfully use the search engine to complete his assignment. Which of the following tools would a technician use to best resolve this issue? ​ Factory pre-installation ​ System restore ​ Recovery console ​ Anti-malware software

Quarantine infected system Malware is easily propagated over a network.

A user reports that icons appeared on the desktop after visiting a website. The technician reviews the system and identifies that the system has malware. Which of the following procedures would be performed NEXT? ​ Educate the user on using the internet safely. ​ Quarantine infected system ​ Scan the system for malware, and verify security updates are current. ​ Report the issue to the information security officer. ​ Disable System Restore

Installing hotkey drivers from a manufacturer's Web site To get the user's special hotkeys working, the tech needs to install drivers for them.

A user reports that the Web browser shortcut key on his laptop's keyboard isn't working. What would a technician do to resolve the problem? ​ Installing Bluetooth drivers from a manufacturer's Web site ​ Installing ACPI drivers from a manufacturer's Web site ​ Installing AHCI drivers from a manufacturer's Web site ​ Installing hotkey drivers from a manufacturer's Web site

The user has a USB key attached.

A user reports that their PC boots up to a screen that reads "OS not found." Which of the following would be the most likely cause of this problem? ​ There are conflicting operating systems. ​ The user has a USB key attached. ​ The system has a BSOD. ​ Not enough memory is available.

It's most likely that the system is trying to boot from the thumb drive. It is possible the computer is not plugged in, but this would usually be found by the user before contacting tech support. Safe Mode would still allow the computer to boot. An overnight update is also a possible cause, but it is less likely than a simple boot-order issue.

A user reports that their computer won't boot this morning. Which is the most likely reason? - The system automatically updated drivers from last night. - The computer is stuck in Safe Mode. - The user left their thumb drive plugged into a USB port. - The computer is not plugged in.

Event viewer should be used to check the Application and System logs. Programs and features may be able to repair the app, but it must be diagnosed first. Task manager is not helpful - it will show the program launch then close. Fragmented disks don't cause application crashes.

A user reports that their word processor crashes every time it gets launched. Which tool should a technician use first to diagnose the problem? - Programs and Features - Task Manager - Event Viewer - Disk Defrag

Because of the inherent dangers of the high-voltage power required by monitors, only a technician specialized in CRT repair should work on the CRT. As a technician, you should focus on getting the information on the problem and decide if a specialized technician is warranted.

A user reports that there is a metallic burning smell from their CRT monitor. Which of the following should be taken into consideration before attempting to resolve the customer's issue? ​ Use anti-static procedures. ​ Allow the CRT power supply to drain all power. ​ CRT monitors should be serviced by qualified personnel. ​ Have compressed air available to clear out the debris.

Do not take these things personally. Phone support personnel often have to deal with angry customers.

A user starts yelling at you over the phone. You should: ​ Don't take it personally. ​ Scold the user. ​ Yell back—he/she with the loudest voice wins. ​ Hang up on their rude behavior.

The drivers for the NIC need to be updated It's possible that the drivers for the NIC aren't working properly, so updating them might help.

A user states that their old notebook loses connectivity to the Internet several times a day at work and at home. The issue started after the wireless card was replaced. Which of the following items is most likely causing the issue? ​ The motherboard drivers are not current. ​ The wireless on/off switch is not in the on position. ​ The drivers for the NIC need to be updated. ​ The keyboard is faulty and turns the wireless NIC on and off.

This is a classic symptom of a problem with the Domain Name Service (DNS).

A user types http://23.62.99.75 to access the Barney the Dinosaur website, but cannot access it by entering www.barney.com. What Internet service needs to be checked? ​ NetBIOS ​ DNS ​ DHCP ​ WINS

The Power Options applet controls what happens when a laptop's lid is closed.

A user wants to change what happens when a laptop's lid is closed. Which of the following Control Panel applets is the most direct way to adjust this? ​ Personalization ​ Display ​ Device Manager ​ Power Options

Modern manufacturers usually do not include backup media for OEM systems, therefore recovery partition is correct. They utilize a hidden partition on the hard drive to create a recovery partition.

A user wants to completely re-install Windows 7 on their laptop, but it did not come with any operating system discs. How can this be accomplished? ​ Secondary partition ​ Recovery partition ​ Primary partition ​ System restore

System > Advanced Going to System > Advanced enables you to change settings like the amount of virtual memory your computer uses.

A user's computer keeps producing a "low virtual memory" alert, after which the speed of the system degrades. Which of the following Control Panel applets can provide information to review and correct this issue? ​ System > Hardware ​ System > Advanced ​ System > System Restore ​ System > Remote

Third-party encryption tool Windows 10 Home does not come with a tool to encrypt an entire hard drive.

Aaron wants to encrypt his hard drive on his Windows 10 Home system. What options does he have? ​ BitLocker ​ Third-party encryption tool ​ WPA ​ NTFS

A factory restore disc will revert a computer's OS to the pristine condition in which it left the factory.

After being infected with a virus, a user's computer does not recognize the user as having local administrator rights to the computer. After troubleshooting the issue, a technician determines the computer's OS needs to be rebuilt, and data needs to be restored from the user's backup. Which of the following tools would best reset the computer to how it worked when first purchased? ​ Anti-malware software ​ Recovery Console ​ Factory restore disc ​ System Restore

Training is the process by which the reader scans and stores the fingerprints you want to use.

After installing a thumbprint reader, you must also _______ it. ​ Train ​ Enable ​ Reset ​ Defrag

Reset the Parameter RAM. PRAM memory can occasionally be the cause of various technical issues, so if you have WiFi difficulty, try to reset it.

After installing an update on her MacBook, a user contacts the technician to complain that the WiFi is not working. The WiFi icon displays that it has connectivity, but the user is unable to browse. Which of the following could be the issue? ​ Reboot your router. ​ The user's iCloud account is compromised. ​ Uninstall the upgrade. ​ PRAM needs to be reset

Electrostatic discharge (ESD) Walking across the carpet before picking up the RAM generated static electricity. Touching the RAM caused an electrostatic discharge (ESD) that destroyed the RAM. You should always discharge into a ground (such as the case) before picking up any components.

After walking across a carpet, you pick up a known good stick of RAM and install it. When you try to boot the machine, you find the RAM no longer works. What is the most likely cause? ​ Electrostatic discharge (ESD) ​ Voltage oscillation corruption (VOC) ​ Radio frequency interference (RFI) ​ Electromagnetic interference (EMI)

After a successful Windows installation, install the latest service pack or updates along with any updated drivers.

After you have completed a Windows installation and verified that the system starts and runs, what should you do next? ​ Do nothing. You're through. ​ Perform a full system backup. ​ Install the latest service pack or updates along with any updated drivers. ​ Install productivity applications and restore data.

Whenever a device creates smoke, ventilate the room to remove noxious fumes.

An LCD flat panel suddenly starts smoking badly. What should you do after unplugging the monitor? ​ Call the fire department ​ Check the MSDS ​ Call the manufacturer ​ Ventilate the room

Use Task Manager to shut down the program.

An application has frozen on the screen, although other programs are still running. How do you go about removing the frozen program? ​ Click the Close button in the application's window. ​ Use MSINFO to turn off the program. ​ Use Task Manager to shut down the program. ​ Use the Services Control Panel applet to shut down the program.

Document the incident and purge all materials is correct. Once complete, the violating materials should be purged, so they cannot be used by any other person.

An incident response technician responds to a request for investigation about illegally obtained movies. The technician finds that a user has been violating company policy and illegally downloading movies. Which of the following would be the next BEST step for this technician to perform? ​ Isolate the workstation in a limited access facility. ​ Delete all unauthorized materials. ​ Reprimand the user, and remove violating materials. ​ Document the incident, purge all policy violating materials.

Protected Health Information (PHI) relates to the health records of individuals and is strictly regulated.

Angel is new to the job and is making lists of data his company uses that gets regulated by corporate interests and by government regulations. Which of the following is considered government-regulated data? ​ Digital Millennium Copyright Act ​ PHI ​ End-user license agreement ​ DRM

Badge reader and fingerprint lock offer solid authentication, especially when used in conjunction.

Angie has been tasked to write up security recommendations for a new server room. Of the following, which would be the most effective options? (Select two) ​ Cable lock ​ Fingerprint lock ​ Badge reader ​ Privacy shades ​ USB token

Permissions are cumulative, so John has both the Read and Write permissions.

As a member of the accounting group, John has Write permission to the Database folder; as a member of the technicians group, John has Read permission to the Database folder. What permission or permissions does John have to the Database folder? ​ Read only ​ Read and Write ​ Full Control ​ Write only

USB Flash Drive

Aside from an optical disc, which storage device is best for creating portable bootable media from an ISO image?

USB flash drives are great for bootable media because they're super portable and most computers have USB ports. You could make one from a hard drive or SSD, but you'd have to go through the trouble of installing it or carrying an external drive enclosure. You can't make bootable media out of a NIC (though it is possible to boot from a network image with PXE).

Aside from an optical disc, which storage device is best for creating portable bootable media from an ISO image? ​ Network interface card ​ USB flash drive ​ Hard drive ​ SSD

Documenting every person who has had possession of the computer is very important when dealing with confiscated PCs.

Assuming a computer was confiscated for illegal material, what should the technician do LAST before transferring the computer to another department? ​ Document change of custody ​ Report prohibited activity ​ Preserve data ​ Identify prohibited activity on PC

Autostarting programs can be loaded through the Services snap-in and from the Startup folder in all versions of Windows.

Autostarting programs can exist in which of the following locations? (Select two.) ​ BOOT.INI ​ Startup folder in the Start menu ​ bootcfg ​ Windows folder ​ Services

An external storage device is the safest place for a backup

Backups should be saved where for best recoverability?

System Protection

Before creating a restore point, what must be enabled?

Bizarre, meaningless errors like this one are common in this business. Check the vendor documentation to see if there's a good answer to this problem.

Cheryl has purchased and installed a contact management program on her non-networked laptop. She keeps getting an "Unable to connect to contact database - 3256" error message. What should she do next? ​ Call the company help desk. ​ Uninstall/reinstall the program. ​ Check for vendor documentation. ​ Reboot the PC.

DIR /AH DIR will list the contents of a directory. The /AH switch will show hidden files and folders.

Colby is working in the command line. He knows there are hidden files and folders on the drive. How would he show all the hidden files and folders? ​ DIR +H ​ DIR /w/p ​ DIR /AH ​ DIR /H

Ask the customer open-ended questions to get closer to the underlying issue behind the PC that won't boot. The script isn't working, so be creative. Open-ended questions give the customer space to speak and perhaps give the tech a clue about what might have happened to cause the current problem.

Dana, a Tier 2 help desk tech at Highland Gadgets, Corp., gets that dreaded call, an already-frustrated customer with a dead PC. After walking the customer through a few standard troubleshooting routines, the customer tells Dana that she's wasting his time. He's already tried everything she's suggested so far. What should Dana do next? ​ Ask the customer open-ended questions to get closer to the underlying issue behind the PC that won't boot. ​ Bump the customer up to Tier 3 tech support; that is, escalate the problem. ​ Tell the customer that she has a few more steps to try first, then follow the script as written for the troubleshooting steps. ​ Question the user more aggressively, because his frustration points to something he did that caused the problem.

SSO With single sign-on (SSO) in a Windows Domain, Darlene logs in once with her domain account and has access to all her apps.

Darlene's computer is set up so that when she enters her user name and password in the morning, she has access to all her programs. What type of security applies here? ​ MFA ​ Permission propagation ​ SSO ​ Inheritance

No. Because no device is foolproof, biometrics should be part of a security strategy that also includes passwords.

Do biometric security devices replace the need for passwords? ​ No. Thumbprints are not unique, so biometrics are not adequately secure. ​ Yes. Thumbprints are unique, so biometrics are foolproof. ​ Yes. The biometric device's primary purpose is convenience. ​ No. Because no device is foolproof, biometrics should be part of a security strategy that also includes passwords.

The system will function with no data loss.

Dynamic disks support drive mirroring. What happens if one of the mirrored drives fails?

The system will function with no data loss. The failed drive must be manually replaced later. The other options are incorrect.

Dynamic disks support drive mirroring. What happens if one of the mirrored drives fails? ​ The system fails until the failed drive is replaced. ​ The system automatically repairs the failed drive. ​ The system selects an empty drive as a "hot spare" to replace the failed drive. ​ The system continues to function with no data loss.

Two objects that have dissimilar electric potential. ESD is the equalization of charge that occurs between two objects that have dissimilar electric potential.

Electrostatic discharge occurs between ______________. ​ Two objects when they are removed from their protective bags. ​ Two objects that are not grounded. ​ Two objects when the relative humidity is low. ​ Two objects that have dissimilar electric potential.

A user name and password are both "something you know," thus single-factor authentication.

Erica sits at her desk and tries to log into the accounting server with her laptop, but she's prompted for a user name and password. What kind of authentication, if any, does this represent? ​ Multifactor ​ Single-factor ​ TACACS ​ None; this is authorization. ​ RADIUS

Shoulder surfing involves someone with physical access surreptitiously gaining information. That's an insider stealing passwords.

Erin, the tech has noticed a lot of company internal passwords getting misused in some fashion. She suspects someone inside the company is stealing passwords. What technique could be used to accomplish this action? ​ Phishing ​ Shoulder surfing ​ Tailgating ​ Man-in-the-middle

Have users use a password generator program to make their passwords. Password generators make truly random passwords.

Even after his impassioned secure password meeting, Paul is frustrated by the overly simplistic passwords his users use to login into Windows. What can Paul do to make sure his users create truly random, challenging passwords? ​ Have users use a password generator program to make their passwords ​ Show users how to combine a pet's name with his or her name ​ Make users change passwords every 30 days ​ Have users make a password of at least 15 characters in length

Anti-spyware Pop-ups are a sure sign of spyware.

Every time Will opens a Web page, three or four pop-ups appear, even with his pop-up blocker turned on. Which of the following programs should he run to get rid of these annoyances? ​ Anti-malware ​ Anti-spyware ​ Anti-pop-up ​ Anti-virus

To join a wireless network, you must have the proper SSID. Otherwise, you'll join the wrong network!

For any given 802.11n wireless Internet signal, which of the following is needed to establish a connection? ​ Proper SSID ​ MAC address filtering ​ Windows password ​ SSL certificate

Return the scanner to the place of purchase.

Glenda plugs in her new scanner only to have it emit a bright flash, a popping noise, and a wisp of smoke. It stops functioning. She unplugs the scanner. What should she do now? ​ Verify the illumination light is not broken. ​ Try plugging it back in. ​ Return the scanner to the place of purchase. ​ Try a scanner reset.

80, 443

HTTP uses port _____ and HTTPS uses port _____.

Get help to move it. Any time there's any questions about your ability to handle the weight of any device, get help!

Harriet needs to move an 85-pound laser printer off of a table to get to a UPS. She should: ​ Use a hand truck. ​ Call her supervisor. ​ Lift with her knees. ​ Get help to move it.

SSH, or Secure Shell, enables secure access to remote devices, such as switches and routers.

Highland Network Management Services has been hired to handle the Bayland Widget switches and routers. The only problem is that Highland is across town from the Bayland network devices. Which tool should Highland use to connect securely to the Bayland devices to manage them properly? ​ Telnet ​ RDP ​ VNC ​ SSH

Mount the ISO file

How can a user access the contents of an ISO file without first creating bootable media?

Mounting an ISO file makes its contents accessible. The WinRE environment is used to create recovery drives. Simply copying an ISO file to a thumb drive won't make the contents of the image accessible. Windows explorer cannot open or access ISO files.

How can a user access the contents of an ISO file without first creating bootable media? ​ Open the ISO file with Windows explorer. ​ Use the WinRE environment. ​ Copy the ISO to a thumb drive. ​ Mount the ISO file.

Touching the metal of the case is an effective way of discharging any static electricity you may have built up.

How can you insulate yourself from ESD without an ESD bracelet? ​ Hold the metal of the case ​ Unplug the PC ​ Take off their shoes ​ Hold on to the power cord

Right-click a command-prompt shortcut and then select Run as administrator.

How do you run a command in Windows with administrative privileges? ​ Right-click a command-prompt shortcut and then select Run as administrator. ​ Right-click a command-prompt shortcut and then select Run as PowerUser. ​ Enter an elevated username and password at the command prompt. ​ When prompted, enter a valid root or supervisor password.

In Computer Management, select Device Manager, right-click the sound device and select Properties, click the Driver tab, and click Update Driver.

How do you update a sound card driver in Windows 10? ​ In the Control Panel, select Sound Devices, click the Drivers Tab, and then click Update. ​ In Computer Management, select Device Manager, right-click the sound device and select Properties, click the Driver tab, and click Update Driver. ​ Right-click My Computer and select Properties, select the Hardware tab, select Drivers, select Sound Devices, then click Update My Driver. ​ In the Control Panel, select System, select Drivers, select Sound Devices, then click Update Driver.

Windows Update downloads and installs updates to Microsoft Windows. Patch management is a generic term that applies to all kinds of software. Firmware update is for UEFI/BIOS ROMs. Software update is for applications.

How does Windows keep the operating system up to date? ​ Windows Update ​ Patch Management ​ Firmware Update ​ Software Update

By being a member of the Administrators group

How does the administrator account receive its power?

Administrators get their authority from being a member of the Administrators group. The Power Users group has less power than the Administrators group. NTFS permissions only control access to the file system, not user accounts or system configurations. A standard user cannot change its account type to administrator.

How does the administrator account receive its power? ​ By being a member of the Power Users group. ​ By being a member of the Administrators group. ​ By changing its account type from standard user to administrator. ​ By having the Full Control NTFS permission for the root of the C: drive.

3 Times

How many times must Windows crash during boot for the Windows Recovery Environment to add an advanced options menu? - 0 - 1 - 2 - 3

Open the registry | File | Export | pick location to save to. The Registry keeps track of important configuration information about Windows. Whenever the user edits the registry, they should make a back up first.

How should a user manually back up their registry? ​ Open the registry | File | Save | pick location to save to ​ Open the registry | Save | pick location to save to ​ Open the registry | File | Export | pick location to save to ​ Open the registry | Edit | Export | pick location to save to

Get an online MSDS.

Iago's boss gets a "good deal" on a monitor-cleaning solution and has bought four 20-gallon bags of the stuff. He reads the ingredients, and it contains "Water - 80%, Dipropylene Glycol Methyl Ether - 20%. " He needs to put it in small jars but is not sure if he'll need gloves or not. What should he do? ​ Find an online MSDS for Dipropylene Glycol Methyl Ether. ​ Ask his boss. ​ Call your local poison control center. ​ Call the manufacturer.

Check the battery label for information on special disposal procedures.

Identify the correct statement regarding battery disposal: ​ To dispose of dead batteries, place them in the trash can. ​ Check the battery label for information on special disposal procedures. ​ Destroy all used batteries by burning them. ​ All batteries can be recycled.

It enables any open files on the device to be closed.

If a device is hot-swappable, why should you use the Safely Remove Hardware Tool? ​ It allows Windows to store information about the device. ​ It enables the device to cool down. ​ It enables the device to recover from a power management mode if the device should be in one. ​ It enables any open files on the device to be closed. ​ It prevents ESD.

Double-clicking an executable file causes that file to run.

If an application does NOT appear on the Start menu, but you know that it is on the hard drive, how can you run the program? ​ Go to Start/Run and type COMMAND. From the command prompt, change directories to the application's folder and press Enter. ​ You cannot run an application that is not in the Start Menu. ​ Open Windows Explorer, navigate to the application's folder and double-click the program's executable file. ​ Open Windows Explorer, navigate to the application's folder and press the F1 key.

Best practice if sfc finds errors is to run dism to repair critical Windows files.

If sfc finds errors, what should a technician do?

Run dism Best practice if sfc finds errors is to run dism to repair critical Windows files. Chkdsk checks the file table. Chkdsk /f checks the file table and fixes bad blocks. Format wipes out the drive.

If sfc finds errors, what should a technician do? ​ Run dism ​ Run chkdsk ​ Run format ​ Run chkdsk /f

The Event Viewer provides information about application errors as well as information about system and security issues.

If you are diagnosing a recurring failure with an application, what tool can you use to view information about the application errors? ​ Event Viewer ​ Performance Console ​ Microsoft Management Console (MMC) ​ System Information

WinRE is an excellent tool to begin troubleshooting boot issues. WinPE is not a troubleshooting tool. System Troubleshooter and Network Troubleshooter are inaccessible if the system won't boot correctly.

If you encounter boot problems, which tool is a good place to start your troubleshooting? ​ - Network Troubleshooter ​ - System Troubleshooter - WinPE - WinRE

Power over Ethernet (PoE)

If you spot a WAP on the ceiling of a large room with no obvious power outlet nearby, how is it most-likely powered? ​ - PoE - RADIUS ​- Battery - Solar

Step 4 of the 7-step system is to remediate infected systems. Step 2 is to quarantine infected systems. Step 5 is to schedule scans and run updates. Step 7 is to educate users.

In CompTIA's 7-step malware management process, which step immediately follows step 3 (disable System Restore)? - Quarantine infected systems - Remediate infected systems - schedule scans and run updates -educate users

precede the command with "sudo"

In Linux, what increases the permissions a command is run with?

pwd (present working directory)

In Linux, which command displays the current directory?

Disk Defragmentation

In Windows 10, this function is automatically performed on a regular basis

Open Task Manager, select the Applications tab, select the application, then click the End Task button.

In Windows, how do you close an application that has stopped responding? ​ Click and hold your mouse button on the application's Taskbar icon, then select Force Quit from the popup dialog box. ​ Open Device Manager, right-click on the application, select Disable from the popup menu. ​ Open Task Manager, select the Applications tab, select the application, click the Switch To button. ​ Open Task Manager, select the Applications tab, select the application, then click the End Task button.

In My Computer, right-click the CD-ROM icon, then click Sharing

In Windows, how would you go about sharing your CD-ROM on a network? ​ Select Start | Settings | Control Panel, then right-click Network, CD-ROM, Sharing ​ Right-click My Computer and select Control Panel, then click Network, File and Print Sharing ​ In My Computer, right-click the CD-ROM icon, then click Sharing ​ Select Start | Settings | Control Panel, then click Network, File and Print Sharing

Windows uses virtual memory to supplement system memory. Inactive programs residing in RAM are moved to the swap file on the hard disk drive to enable active programs to use more RAM.

In Windows, what function does virtual memory accomplish? ​ It lets you know when you are about to run out of available memory. ​ It keeps track of daily file usage. ​ It uses hard disk space to emulate system memory. ​ It enables you to control memory on another computer on a network.

Device Manager

In Windows, where can you update a network card driver? ​ Device Manager ​ BOOTMGR ​ Task Manager ​ Performance Logs and Alerts

A tech should never discuss information he discovers on a job.

Information you see or hear while working on a repair at a job site: ​ Should be reported to your boss ​ Should stay at the job site ​ Can be told to your friends ​ Is fair game

No

Is User Creation Tool a way to create user accounts in Windows?

Move the printer back safely on the table.

Ivan sees a coworker's printer sitting precariously on the edge of a table. The coworker is not around. He should: ​ Move the printer back safely on the table. ​ Tell the user to move the printer. ​ Call their supervisor. ​ Send an email to the building supervisor.

The workstation has Trojan Horse malware.

James reports that his workstation is very sluggish today. When Sylvia the tech explores the computer, she notices a ton of background programs running, many of which she doesn't recognize. James comments that one of the users of the computer added a program downloaded from the Internet recently. What's most likely the problem? ​ The workstation has keylogger malware. ​ The workstation has Trojan Horse malware. ​ The workstation has ransomware malware. ​ The workstation has rootkit malware.

The workstation has Trojan Horse malware.

James reports that his workstation is very sluggish today. When Sylvia the tech explores the computer, she notices a ton of background programs running, many of which she doesn't recognize. James comments that one of the users of the computer added a program downloaded from the Internet recently. What's most likely the problem? ​ The workstation has rootkit malware. ​ The workstation has keylogger malware. ​ The workstation has ransomware malware. ​ The workstation has Trojan Horse malware.

Educate the end user The very last thing Jamie should do is educate the user so that the virus infection hopefully never happens again. Education is one of the best ways to mitigate future attacks from happening.

Jamie has just finished cleaning up a virus infection on a customer's computer. Which of the following should Jamie do last? ​ Educate the end user ​ Enable system restore and create restore point ​ Schedule regular virus scans and updates ​ Update the definitions on antivirus software

In the advanced power settings, there should be a section to modify the power saving mode of your wireless adapter. Jan is most likely set to a power-saving mode that causes her Wi-Fi card to go to sleep after a set period. Having this feature enabled will force her to reconnect every time she comes back to use her computer.

Jan says that when she walks away from her laptop for a long period of time, she has to reconnect to the wireless network when she gets back. Which of the following will most likely correct this issue? ​ Install a higher-capacity battery ​ Replace the Wi-Fi card ​ Disable screensaver ​ Adjust advanced power settings

The HOSTS file is a file on your computer that resolves DNS names to IP addresses, so it looks like the malware finished its job. It was DNS before there was DNS! This particular malware must have tampered with Jan's HOSTS file, disabling her computer from accessing certain Web sites like Windows Update. It would be wise to find the HOSTS file on her computer and find out if any other Web sites have been affected by this hack.

Jan, a customer, states that another technician just removed malware from her computer, and now she is not able to connect to Web sites such as Windows Update, but she can connect to others. Which of the following is the most likely cause of the issue? ​ The Web browser's cache is full ​ The HOSTS file has been tampered with ​ Not all the malware has been eliminated ​ NIC driver is corrupt

Windows Firewall does a good job automatically allowing known programs access to the network, but will stop programs it doesn't know. Jim simply needs to create an exception for this program.

Jim has just turned on his Windows Firewall, and now the special real-time news and weather application that runs on his desktop isn't updating. What should he do to fix it? ​ Delete and reinstall the application. ​ Create an exception for the application in the Windows Firewall. ​ Get a patch for the application. ​ Turn off Windows Firewall when the application is running.

Jim can use the Event viewer to delete error log files when they become full - or to have the files delete themselves when they reach a certain size.

Jim sees a Windows error saying the "error log is full." Where can he go to fix this? ​ Local Security Policy ​ Registry Editor ​ Event Viewer ​ Users Accounts

Only Maria is correct. CHKDSK is the proper tool here.

Jodie suspects that her hard drive has bad sectors. Steve says she needs to run DEFRAG to fix the problem areas, but Maria disagrees. She tells Jodie to run CHKDSK. Who is correct? ​ Only Steve is correct. DEFRAG is the proper tool here. ​ Neither Steve nor Maria is correct. Jodie should run FDISK. ​ Both Steve and Maria are correct. Either tool will fix the problem. ​ Only Maria is correct. CHKDSK is the proper tool here.

According to CompTIA's best practices, two of the best ways to secure a workstation are to configure a complex password and to restrict user permissions. You can restrict user permissions by assigning security rights based on whatever job roles exist.

Joe has a firewall and up-to-date antivirus software on his company computer. He has asked what else he can do to improve his security. Which of the following will have the most impact on network security? (Select two.) ​ Disable screen savers ​ Use strong passwords ​ Assign security rights based on job roles ​ Install additional antivirus software ​ Conduct a daily security audit

His proxy server settings are wrong. He likely needs to configure the web browser. However, this answer is the best answer by eliminating the other three answers: His DNS server is down. No way, as he's pinging by FQDN. His DHCP server is down. Doubtful, as he's getting a non-APIPA address in IPCONFIG. We would expect to see a 169.254.X.Y if the DHCP server was down. His router is blocking outgoing port 443, which would prevent his web browser from accessing Secure HTTP sites (HTTPS), but it wouldn't stop him from accessing port 80 (HTTP) sites.

John can ping any other computer on his LAN by IP address or name. He can also ping hosts outside his network by IP address or Fully Qualified Domain Name (FQDN). However, when he opens his Web browser, he's unable to access any Web sites. Which of the following problems is the MOST likely cause? Below is his current IPCONFiG. C:\>ipconfig Windows IP Configuration Ethernet adapter Local Area Connection: Connection-specific DNS Suffix . : total.local IP Address. . . . . . . . . . . . : 192.168.4.76 Subnet Mask . . . . . . . . . . . : 255.255.255.0 Default Gateway . . . . . . . . . : 192.168.4.1 ​ His DHCP server is down. ​ His proxy server settings are wrong. ​ His DNS server is down. ​ His router is blocking outgoing port 443.

Implementing a BIOS User Password is the only realistic answer here.

John is bringing some laptops to a school for a job fair. Guards are present to prevent physical theft, and he will keep the machines turned off when he's not around. Which of the following would best help him keep the students from using the machines? ​ BIOS User password ​ BIOS Supervisor password ​ Windows Administrator password ​ Biometric Retinal Scanner

The key fact here is that the application worked in the past but doesn't work now. Given the choices you have, it's safe to assume that John possibly installed another program that created a problem with PowerPoint and that his best fix to this problem would be to restore the system to a time that PowerPoint was working.

John worked on his PowerPoint presentation yesterday, but today the program won't run. What Windows tool or option should he try to get PowerPoint working again? ​ Safe mode with networking ​ Safe mode ​ Last Known Good Configuration ​ System Restore

This is a classic example of adware.

Johnny is looking to purchase flowers online. He goes to a website that sells flowers when a popup window suddenly appears, offering a 25% discount on flowers purchased on another website. This is an example of: ​ Adware ​ Virus ​ Trojan ​ Worm

Use TRACERT to try to access some remote host. TRACERT works even better at this point if you get around any DNS problems by using a legitimate IP address instead of an FQDN name.

Karen is unable to access the Internet on her home network, but she can access both her roommate's computer and her home theater PC. She thinks her router might not be working. Which of the following tools could she use to test this theory? ​ ICACLS ​ IPCONFIG /all ​ TRACERT ​ NET VIEW

Right-click on the Desktop, then select New | Folder.

Karl wants to make a new folder on his Desktop. Which of the following will work? ​ Ctrl-Right-click on the Desktop, then select New | Folder. ​ Click on the Desktop, Press F2, then select New | Folder. ​ Right-click on the Desktop, then select New | Folder. ​ Double-click on the Desktop, then select New | Folder.

Simply changing one letter is not enough.

Ken's company requires all users to change their password every month. A user shows Ken a trick the uses to help him remember this month's password. He uses the password "friendly" and then adds the third letter of the month to the end of the password. For example, in March, his password is "friendlyr." What should Ken remark about this user's idea? ​ Praise him for his clever idea. ​ Tell him he must use a completely random password every month and just memorize it. ​ Inform his supervisor. ​ Tell him to try to add at least one more extra number or letter that changes every month.

Remote Desktop Kevin can use Remote Desktop to login to the computer with administrative rights and perform the install for the user.

Kevin gets a call from a user who is trying to install a new piece of software. The user doesn't have administrative rights, so she's unable to install the software. What tool can Kevin use to install the software for the user without giving the user the local administrator password? ​ Remote Assistance ​ Computer Management ​ Regedit ​ Remote Desktop

This laptop does not use shared memory. Higher-end laptops have dedicated video cards with their own RAM, just like many desktops (although some desktops do use shared memory for video!).

Lenny has just learned that laptops can share memory for video, and he is curious to find out how much RAM his laptop reserves for video. He is surprised to discover that all of his 1 GB of memory is shown being used by Windows. What's happening? ​ This laptop does not need any type of RAM for video. ​ This laptop does not use shared memory. ​ The video card shares its RAM for the operating system. ​ The shared memory is so small that it's not even listed.

Internet Options in Internet Explorer has several settings, including one to clear undesired SSL certificates.

Lenny is pretty sure he accepted an invalid certificate, and now he wants to "unaccept it." Where does he go to do that? ​ Internet Options in Internet Explorer ​ Windows Firewall ​ Windows Security Center ​ My Network Places Properties

Internet Options in Internet Explorer has several settings, including one to clear undesired SSL certificates.

Lenny is pretty sure he accepted an invalid certificate, and now he wants to "unaccept it." Where does he go to do that? ​ Windows Firewall ​ Internet Options in Internet Explorer ​ Windows Security Center ​ My Network Places Properties

Distros (Distributions)

Linux comes in different variations known as what? ​ Distros ​ Desktops ​ Ubuntus ​ Mints

Swap Partitions

Linux uses what type of partition to compensate for low available memory conditions?

Linux uses swap partitions as virtual memory when needed. Personal partitions are used to hold programs and files. Operating system partitions hold the bootable OS and utilities. Recovery partitions are used to restore a damaged OS.

Linux uses what type of partition to compensate for low available memory conditions? ​ Personal ​ Recovery ​ Operating System ​ Swap

Never deal with a minor directly - ask the parent to intervene.

Little Johnny, a cute but chatty seven-year-old, is asking you 10,000 questions while you work on his father's PC. He's also sticking his fingers in the computer and tugging on your shirt. What should you do? ​ Read Johnny a book. ​ Drag Johnny over to his father. ​ Ask Johnny's parent or guardian to take the child away. ​ Ask Johnny to stop.

Local security policy sets policies for a single computer. All of the other answers are incorrect.

Local Security Policy settings apply to which of these? ​ A single computer ​ All of the computers within a workgroup ​ All of the computers on a domain ​ All of the computers that are logged into the same server

In the vast majority of these cases, the person using your wireless connection doesn't even realize they are doing so. Louis needs to assess and apply better security.

Louis is using the Web interface to configure his SOHO home router/access point. At this exact moment, none of his computers are on the wireless network. He goes into a screen called "active clients" only to see that a computer he doesn't recognize is on his network. What should he do? ​ Immediately call the police ​ Install a Wireless Intrusion Detection System to track down this hacker ​ Reassess and add better security to his wireless network ​ Shut down the router

Of the choices, only the Guest account would enable Mario to lock the machine so securely.

Mario sets up a kiosk at a convention. Here's the scenario. First, the kiosk needs to log in automatically whenever it's rebooted. Second, the computer can only run Microsoft Edge for Web browsing. Users cannot have access to any other application. What account type should Mario use? ​ Guest ​ Power User ​ Remote Desktop User ​ Administrator

Last Known Good Configuration holds all the critical information from the last successful boot. If Mike tries this FIRST, there's a good chance the system will return to its exact state before he installed the DVD drive. If he already rebooted successfully and THEN has the BSOD, the Last Known Good Configuration would not be useful.

Mike installed a new external DVD drive. The installation program required a reboot. As the system rebooted, Mike got a Blue Screen of Death (BSOD) error before Windows fully rebooted. He shut off the system and disconnected the external DVD drive. What should he try next? ​ Repair Install ​ Recovery Console ​ Safe Mode ​ Last Known Good Configuration

Use Performance Monitor to create a baseline for a computer.

Mike wants to baseline his new computer. What tool should he use? ​ Event Viewer ​ Performance Monitor ​ Windows Baseline ​ Task Manager

Run compatibility mode for 640 x 480 resolution By right-clicking on the game, selecting Properties, and then clicking on the Compatibility tab, Missy can change several settings including running in 640 x 480 mode.

Missy loves her old Windows games. When she upgrades her Windows system, the games run fine, but the output looks fuzzy since the programs are designed only to run in VGA mode. What can she do to make the games work properly in Windows? ​ Reboot into Safe Mode ​ Reboot into Low Resolution Mode ​ Run compatibility mode for 640 x 480 resolution ​ Reduce her screen resolution to 640 x480

On the vast majority of laptops, a slowly flashing Power LED indicates the laptop is in Hibernation mode.

Most laptops show they are in hibernation mode by: ​ A flashing NumLock or CapsLock LED. ​ A flashing Sleep LED. ​ A flashing Battery Power LED. ​ A flashing Power LED.

He lacks the necessary permissions. This is a generalized question, so think broadly here. In general, "Access is Denied" means the user lacks the necessary permission to do whatever he is attempting to do. This could be accessing a folder, installing an application, or clearing a print queue (for a few quick examples).

No matter what a technician is doing on a local system, if he sees the error "Access is Denied," what is the first issue he should consider? ​ His account isn't listed on the Local Security Policy. ​ He lacks the necessary permissions. ​ He hasn't logged in with his correct password. ​ He needs to be a Power User.

Material Safety Data Sheets do not carry location-specific help information.

Of the following, which is information you would NOT find on an MSDS? ​ Local Poison Control Numbers ​ Antidotes ​ Handling ​ Fire Fighting Measures

Inside an anti-static bag. CompTIA strongly recommends that static-sensitive components be stored inside an anti-static bag until installation.

Of the following, which is the BEST method to store a CPU temporarily before installing it in a PC? ​ On top of an anti-static bag. ​ Upside down on the workspace. ​ Inside an anti-static bag. ​ Between two anti-static bags.

Is he legit or not? A simple request for verification he works here is sufficient.

On Dana's third day on the job as a receptionist, a nice-looking guy approaches her and says, "Hi, I'm Jake, and this is my first day. Could I borrow your internal phone directory?" What should she do? ​ Ask him to verify his employment in some fashion. ​ Never give information to someone you don't already know. ​ Call the police. ​ Loan him the internal directory. He's in the office, so he's probably fine.

Secure the wires using cable runways.

On Ed's first day as the one and only IT guy for a small marketing firm, he notices that all the UTP network cable is simply running loose along the floorboards. What is his best course of action? ​ Abandon the wired network and go wireless. ​ Secure the wires using cable runways. ​ Hire a network cabling company and upgrade to fiber-optic. ​ Tape down the cables where needed.

Delete is not a file permission on Linux. R, W, and X are the three file permissions on Linux.

On Linux, which is not a file permission? ​ Read ​ Write ​ eXecute ​ Delete

To use a Windows system, you must have a valid account and password. Without that account, you cannot use the system.

On a Windows system you must have a valid __________ and ___________ to use the system. (Select two.) ​ password ​ group ​ account ​ IP address

FAT32

Once the standard file system in much older versions of Windows.

Communicate professionally with customers to get good information and establish a working relationship. Accusations, spying, and blaming are not effective troubleshooting techniques.

One of the best ways to gather information about a problem is to do what with a customer? ​ Spy On Them ​ Communicate ​ Accuse Them ​ Blame Them

Watch for unusual behavior

One of the best ways to identify an infected machine is to: ​ Scan the hard drive for bad sectors ​ Run Ipconfig /antivirus ​ Have it tested annually ​ Watch for unusual behavior

You need two volumes to set up BitLocker. One of the volumes will be 100 MB and it's the one the computer boots from. The other volume is the one that holds the OS.

Phil wants to set up BitLocker on his computer. He has a TPM chip on his motherboard and Windows 7 Ultimate. How many volumes will be created to use BitLocker? ​ 4 ​ 2 ​ 3 ​ 1

A technique used to obtain financial information from a user by sending e-mails which mimic a bank

Phishing is: ​ A technique used to obtain financial information from a user by compiling information from social networks and their friends ​ An infection that causes a computer to behave erratically by playing music and launching browser windows ​ An infection that causes a Web browser to go to a different site than the one intended from a search result page ​ A technique used to obtain financial information from a user by sending e-mails which mimic a bank

A cable lock will stymie all but the most dedicated thieves.

Police Commissioner Gordan has noticed a rash of laptop thefts throughout Gotham city offices. What can he recommend to Gotham's citizens as the most effective way to prevent laptop theft? ​ A CCTV system ​ A cable lock ​ A retina scanner ​ A badge reader

Stopping autostarting programs from loading is the best option here. Most store-bought, preconfigured PCs come with many unnecessary programs. Rick should type MSCONFIG at the Start menu to run the System Configuration utility and stop them from autostarting.

Rick unpacks and sets up a new Windows 7 64-bit PC he bought from the store. The PC runs great, but it takes a long time to boot up. What can he do to speed up the boot process? ​ Stop some of the autostarting programs from loading. ​ Run CHKDSK. ​ Update the antivirus signature files. ​ Defragment the hard drive.

Stop some of the autostarting programs from loading.

Rick unpacks and sets up a new Windows 7 64-bit PC he bought from the store. The PC runs great, but it takes a long time to boot up. What can he do to speed up the boot process? ​ Update the antivirus signature files. ​ Run CHKDSK on the hard drive. ​ Stop some of the autostarting programs from loading. ​ Defragment the hard drive.

/F

Running CHKDSK by itself only inspects the partition for problems. To get CHKDSK to fix anything, you must run it with the _______ switch. ​ /ALL ​ /R ​ /F ​ /H

The drive isn't partitioned. Computer only shows partitions.

Sam installs a brand-new second hard drive into his Windows system. The drive shows up in CMOS, but when he boots into Windows, he can't see the drive in Computer. What's wrong? ​ The drive isn't dynamic. ​ The drive isn't partitioned. ​ The drive isn't mounted. ​ The drive is fragmented.

Reboot into the safe mode and roll back the updates. Although very rare, a patch from Microsoft can break things. This was more common on versions previous to Windows 10 because Microsoft had less control over software and hardware on individual machines.

Several users call the Help Desk on Wednesday morning complaining about a blank screen on their Windows 7 computers. Rebooting doesn't do anything except displaying the same blank screen. Microsoft pushed a patch out the night before. What should the technician do with these machines as a first option as he visits each workstation? ​ Reboot into the safe mode and roll back the updates. ​ Repair the Windows Registry. ​ Configure boot options in the BIOS. ​ Disable Windows services and applications.

read and write The standard permissions for a folder are: full control, modify, read & execute, list folder contents, read, and write.

Standard Windows NTFS permissions for a folder are: full control, modify, read & execute, list folder contents, ______, and _______. (Select two.) ​ read ​ export ​ write ​ delete

Adjust the power levels on the WAP Adjusting the power levels on a WAP, specifically lowering them, can enable a WAP to cover only the area needed.

Sylvia's café sits tucked into a small shopping area with other businesses close by. She offers free, open Wi-Fi for customers, but wants to make sure other businesses cannot leach her bandwidth. What offers the best solution to retain open Wi-Fi, but limit it to customers? ​ Apply content filtering ​ Enhance the firewall ​ Change the default SSID ​ Adjust the power levels on the WAP ​ Apply MAC filtering

The "-t" switch tells the PING command to ping continuously.

Tammy can successfully run the command PING 192.168.4.1 on her system. If Tammy types PING -t 192.168.4.1 on her system, how will the "-t" switch change the results of the PING command? ​ The "-t" switch tells the PING command to ping showing time-to-live values. ​ The "-t" switch tells the PING command to ping four times. ​ The "-t" switch tells the PING command to ping continuously. ​ The "-t" switch tells the PING command to ping ten times.

Driver Verifier Manager enables you to test some or all device drivers at bootup and give a Blue Screen of Death with information about a bad driver if any are found.

Tammy's computer is generating seemingly random Blue Screens of Death, making her suspect a bad device driver. What handy Windows tool can she run to check all her device drivers? ​ Debug Mode ​ Sigverif ​ Driver Verifier Manager ​ Device Manager

Computers can get out of sync with an Internet server running Network Time Protocol (NTP) and thus have incorrect date and time. This could cause an invalid certificate error.

Technician Jason tests several computers on the LAN for connectivity to a secure Web server (using port 443 and HTTPS). Five of the computers connected properly, but one received an invalid certificate error. What should Jason change on the non-connecting computer to fix the problem? ​ Logon times ​ Date and time ​ UAC settings ​ Boot sequence

Jargon can confuse customers who don't have a background in computer technology. Screwdrivers, power meters, plastic tweezers and other tools are necessary for technicians to diagnose and repair equipment

Technicians should avoid using this. ​ Jargon ​ Screwdriver ​ Power Meter ​ Plastic Tweezers

Telnet uses port 23 and SSH uses port 22. Ports 20 and 21 are both used by FTP.

Telnet uses port _____ and SSH uses port ______. ​ - 23, 22 ​- 22,23 - 20,21 - 21,20

Phishing

The act of using the Internet via e-mail and fake web pages to pose as someone else to get usernames and passwords is called: ​ Spamming ​ DoS ​ Spoofing ​ Phishing

The Dock

The bar at the bottom of a macOS desktop used to select and launch programs is called what?

The correct answer is the Dock. Terminal is the macOS command-line interface. The Apple menu is found at the top left corner of the screen. Finder is a file-management program.

The bar at the bottom of a macOS desktop used to select and launch programs is called what? ​ Finder ​ Dock ​ Terminal ​ Apple menu

You might end up in a situation serious enough that a computer or other device becomes evidence. In these cases, the location of the system and who has touched it may come into question, so you need to establish a chain of custody.

The chain of custody is: ​ A documented history of who has been in possession of a system ​ Several smaller "custodies" linked together ​ The chain used to beat you into submission ​ Another name for handcuffs

The RD command removes directories if the directory is empty.

The command-line interface command to delete a directory in Windows 7 Professional is ________. ​ DEL ​ RD ​ REMOVE ​ ERASE

Unattended

The creation of an answer file is needed for what kind of Windows install?

An unattended installation requires an answer file. All of the other choices may or may not use an answer file.

The creation of an answer file is needed for what kind of Windows install? ​ Upgrade ​ Unattended ​ Clean ​ Multiboot

Press CTRL + ALT + DEL to invoke Task Manager. Using the three-fingered salute (CTRL+ALT+DEL) one time brings up the Task Manager, which enables you to close the application that locked up the system.

The first thing you should try when a Windows application locks up is __________. ​ Press CTRL + ESC. ​ Press CTRL + BREAK. ​ Press CTRL + ALT + DEL to invoke Task Manager. ​ Shut down the system and wait 10 seconds before re-booting.

NTFS is the standard Windows file system. FAT32 was once the standard in much older versions of Windows. GPT and MBR are partition table types, not file systems.

The main file system used by current versions of Windows is what? ​ NTFS ​ FAT32 ​ GPT ​ MBR

Let your customer fully complete the description of the problem and take notes.

The moment the customer says he keeps getting the IP address 169.254.x.xx, Frieda knows how to fix the machine. But now the customer starts talking about the new server. What should she do? ​ Hold up your hand and say "I got it." ​ Let the customer complete the description of the problem. ​ Use body language to get them to stop talking. ​ Just start working as they talk.

She asked the user to reveal his password. This should be avoided at all costs.

The on-site technician at ABC Corp. is working on repairing a user's computer. The user claims he is having trouble accessing the R drive. As part of her diagnostics, the tech runs IPCONFIG and notes that the IP address is 10.23.139.19. In the middle of the diagnostics, the user needs to leave. To continue working easily, the technician asks for the user's password. After working on it for another 30 minutes, the technician determines the problem to be a server permissions issue. By the time the user returns, she has called the technician in charge of the server and had the problem corrected. She shows the user that everything now works correctly and returns to her office to file the paperwork. What did the technician do wrong? ​ She asked the user to reveal his password. ​ She took too long to diagnose the problem. ​ She did not follow the CompTIA troubleshooting method. ​ She did not have the user fill out the proper forms.

fragmented files CHKDSK does not repair fragmented files; that is the job of DEFRAG.

The one thing that CHKDSK does NOT repair is _______________. ​ fragmented files ​ cross-linked files ​ bad clusters ​ directory structures

The boot sector is the location on your drive that holds the partition table and your boot sector.

The part of your hard drive that contains the MBR is called the: ​ Primary partition ​ Extended partition ​ Boot sector ​ Logical drive

UPS

The power coming into a remote jobsite goes out for a few seconds three or four times a day. What should you install to work around this issue? ​ Multimeter ​ Surge suppressor ​ UPS ​ Generator

Patch Management.

The process of keeping a PC's operating system up-to-date is called: ​ Patch Management. ​ Security Protocol. ​ Upgrading. ​ Preventive Maintenance.

config

The registry files are stored in the C:\Windows\System32\___________ folder.

The registry files are stored in the C:\Windows\System32\config folder. The other choices are incorrect.

The registry files are stored in the C:\Windows\System32\___________ folder. ​ regback ​ config ​ registry ​ reg

Administrative share The $ symbol at the end of the share name marks this as a hidden administrative share, which enables system administrators to access systems remotely.

The shared folder named C$ is an example of which of the following? ​ Administrative share ​ Local share ​ Inheritance ​ Permission propagation

VPN

The technology of using the Internet to securely connect a computer to a private network is known as: ​ VPN ​ VLN ​ VNN ​ VTN

The process of ensuring an operating system has all up-to-date updates.

The term "Patch Management" refers to: ​ The process of distributing and organizing Flash ROM updates to system BIOS. ​ Properly configuring the Windows Update utility. ​ The process of ensuring an operating system has all up-to-date updates. ​ The process of organizing all of a computer's patches by different criteria.

UAC (User Account Control)

This Windows feature protects users from performing potentially dangerous actions.

UAC prevents usage of powerful programs by users with limited permissions. Root is the name of a Linux administrative account. Administrator is the name of a Windows administrative account. Superuser is the general term for a Linux or Unix administrative account.

This Windows feature protects users from performing potentially dangerous actions. ​ Root ​ UAC (User Account Control) ​ Administrator ​ Superuser

NTFS

This is the main file system used by current versions of Windows.

Data Execution Prevention (DEP)

This setting keeps applications from accessing memory used by other applications.

Data Execution Prevention (DEP) keeps applications from accessing memory used by other applications. MMC is a shell program that hold Microsoft MSC snap-ins. Safe Boot is a boot configuration that loads a minimal set of drivers and processes. Restore point is a registry backup/recovery technique.

This setting keeps applications from accessing memory used by other applications. ​ DEP ​ MMC ​ Safe Boot ​ Restore point

3389 Port 3389 needs to be open for Remote Desktop connections.

To connect to a PC using RDP, what port should you open? ​ 21 ​ 3389 ​ 443 ​ 80

Process

To run an application or service, a computer creates one or more (blank).

The computer creates one or more process when it runs an application or service. Programs and apps are alternate terms for applications. DLLs are files storing shared routines that applications use to perform common functions.

To run an application or service, a computer creates one or more __________? ​ Process ​ Program ​ Dynamic-link library (DLL) ​ App

chown

To take ownership of a Linux file, which command should you use?

Exception

Tom installs a Telnet application on his Windows system. When he first starts the program, Windows Firewall pops up with a message telling him the Telnet application is trying to access the Internet. If he clicks on the Allow button, what has he created? ​ ACL ​ Port Forward ​ UAC ​ Exception

Of the choices listed, only a data-wiping program will wipe the drive completely while keeping it usable.

Tom is going to recycle his computer, but he wants to make sure all the data is removed from the drive. What's the most secure way to wipe the data from the hard drive, yet keep the drive usable? ​ Use a data wiping program ​ Crush the hard drive ​ Partition the hard drive ​ Use a hard drive degausser

An attacker can't follow victims through turnstiles as easily as through a door, and a mantrap enables a building's security staff to prevent a suspected attacker from leaving.

Turnstiles and other mantraps will prevent which of the following security threats? ​ Tailgating ​ Shoulder surfing ​ Viruses ​ Rootkits

Unplug it from the network A Zero-day virus is a virus that is so new and unheard of that no virus scanner has the definitions to be able to protect against it. The best thing to do when you have a computer that you suspect has a 0-day virus is unplugging it from the wall and wait for your favorite antivirus company to come up with a fix.

Tyrion discovers a computer on his network has been infected with a Zero-day virus. Which of the following is the first thing that should be done to the workstation? ​ Document the symptoms of the virus ​ Turn off the computer using the power switch ​ Run an antivirus update and then a full scan ​ Unplug it from the network

Clear the SSL cache In order to get rid of that certificate, she must clear the SSL cache.

Uhura has just accepted an SSL certificate, but she's not comfortable about the source and now wishes to make it "go away." What should she do? ​ Right-click on the certificate in question and select "Confirm" ​ Clear the SSL cache ​ Configure her firewall to block all incoming SSL certificates ​ Rebuild her SSL cache

If you need to access Computer Management via the Control Panel, you must first open the Administrative Tools.

Under what Control Panel applet is Computer Management located? ​ System ​ Administrative Tools ​ Control Center ​ Security Center

Device Manager. Go to the Ports setting and locate your serial port. Select Properties.

Ursula needs to configure a Cisco router using the USB serial port adapter on her Windows laptop. The router documentation says the COM port needs to be set to 9600 bits/sec, 8 data bits, no parity, one stop bit. Where does she go to make these settings for the serial port? ​ CMOS ​ Phone and Modem Control Panel applet ​ Sound Control Panel applet ​ Device Manager

The overuse of jargon makes a tech sound very insecure to users. Avoid it!

Using lots of jargon makes you sound: ​ Smart ​ Knowledgeable ​ Insecure ​ Competent

The Magic Packet (if/when supported)

Wake-on LAN is triggered by what?

ESD will not hurt humans, only components, including the CPU.

Wearing an anti-static wrist strap while installing a CPU protects ________ from ESD. ​ Both ​ Neither ​ You ​ The CPU

Surge suppressors only protect from voltage surges, not sags

What can protect a computer from a transient voltage that's too high but not too low? ​ UPS ​ Ground fault interrupter ​ Surge suppressor ​ Power outlet

Class C fire extinguishers are designed to be used in fires involving electronics - think "C" for computer. A, B, and D are not the best choice for electrical fires.

What class of fire extinguisher is best for electronic fires? ​ A ​ B ​ C ​ D

Shell/terminal Shell is the Linux program that processes commands and returns the output. Terminal is a wrapper program that will run a shell. Either of these will allow you to use commands in the Linux box.

What command is used to type or paste recovery commands directly into a Linux box? ​ Backup/time machine ​ Command/cmd ​ Shell/terminal ​ Restore/snapshot

The Control Panel gives you access to almost everything necessary to configure the system.

What contains utilities to safely and easily modify the configuration of just about every setting in Windows? ​ SCANDISK.EXE ​ Registry Editor ​ Control Panel ​ SYSEDIT.EXE

Compressed air Never use anything other than compressed air inside the system unit.

What do you use to clean the inside of the system unit? ​ 50/50 isopropyl alcohol/water spray ​ A rag soaked in water ​ Compressed air ​ Household vacuum

Helps you identify and clean up unnecessary files on a hard drive.

What does Disk Cleanup do? ​ Helps you identify and clean up unnecessary files on a hard drive. ​ Optimizes files that have been fragmented across the hard drive ​ Automatically cleans the surface of the hard disk(s) ​ Erases and re-formats a disk

Prevents programs from running with escalated privileges without your knowledge by opening a dialog box warning you and asking for you to either allow or deny that program.

What does Windows 7 's User Account Control (UAC) do? ​ Prevents programs from running with escalated privileges without your knowledge ​ Prevents malware from attacking your critical files ​ Prevents unauthorized user access of privileged data ​ Prevents users from accidentally deleting critical files

Provides you with a report about the hardware resources, components, and software environment in your computer

What does the System Information utility do? ​ Enables you to perform automatic custom backups of your files and settings ​ Provides you with a report about the hardware resources, components, and software environment in your computer ​ Enables you to select which programs and services start when Windows boots up ​ Enables you to schedule hard drive defragmentation, CHKDSK scans, and other computer tasks

Lets you press key combinations such as (Windows Key+Tab) one key at a time.

What does the Windows feature "Sticky Keys" do for users? ​ Plays a tone when you press Caps Lock, Num Lock, or Scroll Lock. ​ Locks down the function key to Enable mode ​ Lets you press key combinations such as (Windows Key+Tab) one key at a time. ​ Tells the computer to ignore quick or repeated keystrokes

​ Pretending to be a trustworthy source over the Internet to get usernames and passwords

What is "phishing?" ​ Infiltrating an organization so that you can do a job and get a paycheck every two weeks ​ Pretending to be a trustworthy source over the Internet to get usernames and passwords ​ Dumpster diving for usernames and passwords ​ Hacking into unsecured wireless networks to access usernames and passwords

A feature that enables a tech to access a user's PC remotely to perform diagnostics and initiate repairs.

What is Remote Assistance? ​ A feature that connects your PC to a live IRC chat session with a Microsoft help desk technician. ​ A toll-free number that connects immediately with Microsoft support staff. ​ A feature that enables a tech to access a user's PC remotely to perform diagnostics and initiate repairs. ​ An extended warranty program offered by Microsoft.

History of changes is not a major focus of the change management procedure. Documenting past practices, the purpose of the proposed changes, and associated risks are all elements that are part of the change management process.

What is not a change-management consideration? ​ Documented practices ​ Purpose of the change ​ Risk analysis ​ History of changes

The Primary GPT Header

What is the first GPT header called?

The first GPT header is the primary GPT header. The secondary GPT header is the backup, or second, GPT header. Main and master are not terms associated with the GPT header.

What is the first GPT header called? ​ Main ​ Secondary ​ Primary ​ Master

Authentication is the generic term used for determining the identity of a user logging into a system.

What is the generic term used for the process to determine the identity of a user logging into a system? ​ Indemnification ​ Identification ​ Authorization ​ Authentication

A Blue Screen of Death (BSoD) is the common term for a "Windows Stop" error.

What is the more common term for a "Windows Stop" error? ​ Stop ​ System Stop ​ BSoD ​ Lockup

To prevent applications on the system from running with escalated privileges without the user's approval.

What is the purpose of User Account Control in Windows 7? ​ To make system security more visible to the user. ​ To prevent applications on the system from running with escalated privileges without the user's approval. ​ To provide the user with visual feedback indicating he or she is modifying dangerous parts of the system. ​ To annoy the user.

It tells the operating system how to interact with the device.

What is the purpose of a driver? ​ It modifies programs to work correctly with devices attached to a system. ​ It improves the performance of installed devices by optimizing access patterns. ​ It provides more useful memory by moving device control data to extended memory. ​ It tells the operating system how to interact with the device.

Holding down the ALT key and double-clicking a folder shows the properties of the file or folder. You can also right-click and select Properties.

What is the shortcut for viewing the properties/attributes of a file or folder in Windows? ​ Hold down the TAB key and double-click on a file or folder. ​ Hold down the ALT key and double-click on a file or folder. ​ Hold down the CTRL key and double-click on a file or folder. ​ Hold down the SHIFT key and double-click on a file or folder.

Never, ever let anyone see you angry at a job site! It is the single most unprofessional thing you can do.

What is the single biggest social mistake a tech can make at a job site? ​ Get frustrated ​ Get angry ​ Get hurt ​ Get confused

Never, ever let anyone see you angry at a job site! It is the single most unprofessional thing you can do.

What is the single biggest social mistake a tech can make at a job site? ​ Get frustrated ​ Get confused ​ Get hurt ​ Get angry

Your data is the only thing that's completely irreplaceable! Always back it up.

What is your first step before performing an operating system upgrade? ​ Use Disk Management to partition the drive ​ Back up essential data ​ FORMAT the drives with the new OS ​ Back up your current OS

A Trusted Platform Module (TPM) chip holds a BitLocker key.

What kind of chip holds a BitLocker key?

A Trusted Platform Module (TPM) chip holds a BitLocker key.

What kind of chip holds a BitLocker key? ​ TPM ​ MPT ​ TMP ​ PTM

DHCP

What network service provides dynamic IP addresses? ​ DHCP ​ HTTP ​ DNS ​ Router

Software RAID is controlled by the operating system and the CPU.

What operates a software RAID solution?

Software RAID is controlled by the operating system and the CPU. RAID expansion cards and motherboard-based RAID controllers are examples of hardware RAID. Drives don't have built-in RAID controllers.

What operates a software RAID solution? ​ A RAID expansion card ​ A RAID controller built into the motherboard ​ The OS and CPU ​ The drives in the array

PXE Preboot Execution Environment (PXE) is an industry-standard client/server interface. It allows a workstation to be remotely configured by an administrator.

What protocol must be enabled to configure a new workstation to boot an operating system from a network? ​ WOL ​ UPNP ​ WiFi ​ PXE

The chain of custody is a record of everyone who has had possession of a piece of evidence.

What protocol should you follow when handling evidence in a criminal investigation? ​ Chain of custody ​ Channel escalation ​ Change control management ​ MSDS documents

In order to solve the problem quickly, escalating the issue is often good for the customer and is an opportunity for the technician to learn. The other choices are poor actions for a technician.

What should a tech do when solving a problem is beyond their ability? ​ Ask the customer for advice. ​ Disassemble the system and rebuild it from scratch. ​ Tell the customer that the problem can't be fixed. ​ Escalate

system manage the size of the virtual memory file. Closing applications is a short-term solution but eventually, the user will reopen them. Because virtual memory is slower than physical memory, using large amounts of virtual memory will slow the system down significantly.

What should a technician do to improve performance if the virtual memory file is constantly full? ​ Increase the size of the virtual memory file. ​ Add more RAM to the computer. ​ Close some applications. ​ The technician should do nothing; virtual memory works best when the file is full.

Contact your local disposal authority for guidance. All laptop batteries should be considered hazardous material. Contact your local waste disposal authority.

What should you do with a worn-out Li-Ion battery? ​ Contact your local disposal authority for guidance. ​ Recharge it. ​ Throw it away ​ Return it to the manufacturer for a trade in.

DISKPART is the Recovery Console tool that enables you to partition a hard drive.

What tool can you use in the Recovery Console to partition a hard drive? ​ DISKPART ​ Disk Management ​ FDISK ​ PARTITION

Windows update will get the latest updates to help prevent known vulnerabilities with the operating system files. You don't need to clean what can't get in!

What updates should be performed regularly to ensure your operating system has the latest security patches? ​ Driver update ​ Windows update ​ Anti-malware software update ​ BIOS update

Event Viewer

What utility displays Application, Security, and System log files? ​ Event Viewer ​ System Information ​ Disk Administrator ​ Computer Management

The first step in troubleshooting a Blue Screen of (technically known as a Windows Stop error) is to write down the entire error.

What's the first thing you should do when your computer gets a Blue Screen of Death? ​ Reboot ​ Go into Safe Mode ​ Write down the error ​ Go to Recovery Console

Just because you are there doesn't mean the customer is ready for you. Always first ask permission to begin working.

When Eddie first walks into an onsite job, he should: ​ Have a meeting with all of the managers to introduce himself. ​ Introduce himself and review the customer's safety rules. ​ Immediately start to repair the problem. ​ Introduce himself and ask the customer if they are ready for him to start working.

Dynamic-link library files allow applications to share code to perform functions. The files are often used by malware to alter your system and allow intruders to gain remote access to your system. Always verify the program for which a .dll file is used.

When booting to Windows, a user receives several messages referring to a .dll file that cannot be found. Which of the following would be the BEST course of action for the technician? ​ Copy the .dll file from another PC. ​ Run defrag utility to correct any file damage. ​ Research the file to identify the application which uses the .dll. ​ Run Windows Update utility to replace the DLL file.

Always spray the cleaning solution onto a lint-free cloth, never on the monitor itself.

When cleaning a computer monitor, always spray the cleaning solution on: ​ The front of the monitor ​ A lint-free cloth ​ A thin sponge ​ A polishing cloth

Do not argue with the customer and/or be defensive. Good technicians must appreciate the customer's feelings. Nothing upsets people more than a broken computer. So if you are helping someone, they are likely already frustrated. Never speak rudely to a customer, and be sure to maintain a positive attitude.

When dealing with a difficult customer, which of the following is the BEST way to handle the situation? ​ Sympathize with the customer about the issue. ​ Tell the customer you will have a supervisor contact them. ​ Use technical terms to assure customer confidence. ​ Do not argue with the customer and/or be defensive.

Cortana Configuration

When installing Windows, (blank) is not necessary information to know and follow.

Cortana does not need to be configured, just enabled or disabled. In order for an installation to function well, the installer needs to know and conform to any Domain or Workgroup settings as well as naming conventions to make resources easy to find.

When installing Windows, which is not necessary information to know and follow? ​ Domain configuration ​ Workgroup names ​ Naming conventions ​ Cortana configuration

Remove all metal from your person when working with electricity. This means jewelry and watches should be set aside until the job is done.

When replacing a power supply, what should you do first? ​ Remove watch and all jewelry ​ Read MSDS documentation ​ Review local regulations for disposal procedures ​ Check for environmental concerns

Changing the default password will prevent others from getting into your router and messing around. Default passwords are well-documented and provide no security.

When securing a new wireless router, which of the following should be changed first? ​ Default SSID ​ Radio power levels ​ DHCP settings ​ Default password

By changing the SSID and default user name (also the password, but that's not an option here), you make it more difficult for outsiders to log into your network or router.

When setting up a new wireless router, which of the following actions should the technician take first, to secure the network? (Select two.) ​ Change the default user name ​ Change the SSID ​ Position the antennas to prevent outside access ​ Enable MAC filtering ​ Disable unused ports

Use clear, direct statements.

When speaking to a customer: ​ Avoid eye contact. ​ Use clear, direct statements. ​ Speak only when spoken to. ​ Show them that you are highly skilled and that their equipment is in good hands.

Wait until Phoebe finishes her description, run through any simple fixes, and then explain that you need to call your boss on your cell phone.

When troubleshooting a software problem on Pheobe's computer and listening to her describe the problem, your beeper goes off. It's your boss. Which of the following is the most appropriate action for you to take? ​ Pick up Phoebe's phone and dial your boss's number. ​ Wait until Phoebe finishes her description, run through any simple fixes, and then explain that you need to call your boss on your cell phone. ​ Wait until Phoebe finishes her description, and then ask to use her phone to call your boss. ​ Excuse yourself, walk out of the cube, and use a cell phone to call your boss.

You will get the choice of entering System Restore, along with Command Prompt, Windows Memory Diagnostic Tool, System Image Recovery, and Startup Repair.

When working on a Windows 7 computer, which option will be available to you when you are presented with the Recovery Environment dialog box? ​ System Restore ​ System Information utility ​ Performance Monitor ​ Services

Report through proper channels

When working on a user's computer Jamie the tech notices, that the user has created several desktop shortcuts to inappropriate websites. What should Jamie do? ​ Report through proper channels ​ Preserve the data and device ​ Document all changes to the computer ​ Track the evidence

Software firewalls typically reside on the client systems.

Where are software firewalls usually located? ​ On the servers ​ On every node ​ On the routers ​ On the client systems

On the far right end of the Taskbar The system tray shows icons for programs running in the background, such as volume controls, network status, and Internet connectivity. It is always located on the far right end of the Taskbar.

Where is the system tray located in Windows? ​ In the System folder located in Control Panel ​ In the System Tools folder ​ On the far right end of the Taskbar ​ None of the above

Security Center Windows Security Center provides a quick overview of the status of your firewall, automatic updating, malware protection, and other security settings.

Which Control Panel applet enables you to view but not change the status of critical security information for a Windows 7 computer? ​ Programs and Features ​ Internet Options ​ Windows Defender ​ Security Center

You'll find file information in HKEY_CLASSES_ROOT.

Which Registry root key contains information about file types? ​ HKEY_USERS ​ HKEY_LOCAL_MACHINE ​ HKEY_CURRENT_CONFIG ​ HKEY_CLASSES_ROOT

NTFS supports granular file security options. FAT has no security. macOS is a full operating system maintained by Apple. Shares is not a file system.

Which Windows file system has the most security features? ​ macOS ​ Shares ​ NTFS ​ FAT

Programs and Features

Which Windows tool is used to uninstall programs? ​ Application uninstaller ​ Programs and Features ​ IIS ​ Control Panel

A Password reset disk lets a user recover encrypted files if he forgets his password.

Which Windows tool would enable a user to recover his encrypted files if he forgets his password? ​ Password restore disk ​ Password reset disk ​ BitLocker ​ Encrypting File System

System Restore

Which Windows utility backs up critical files and settings and enables you to roll back to a previous state? ​ Microsoft Management Console ​ Registry ​ System Restore ​ System Information

DEFRAG

Which application reorganizes files on a disk in order to optimize hard disk drive performance? ​ CHKDSK ​ FDISK ​ DEFRAG ​ OPTIMIZE

A file is not displayed if it has the Hidden attribute.

Which attribute keeps a file from being displayed when the DIR command is performed? ​ Hidden ​ Archive ​ Read-Only ​ Protected

Radio Frequency Interference (RFI) can interfere with wireless signals. Antistatic mats and bags protect equipment from ESD. ESD may impact wireless signals but to a much lower degree than RFI.

Which can have a negative impact in a wireless network environment? ​ ESD ​ RFI ​ Antistatic Mat ​ Antistatic Bag

Precede the command with sudo

Which choice increases the permissions a command is run with? ​ Precede the command with sudo ​ Run Bash shell in root mode ​ Put sudo at the end of a command line ​ Precede the command with man

dd if=/dev/zero of=/dev/sdb is the standard method to overwrite the output file (of) with zeroes. dd if=/dev/sdb of=/dev/zero reverses input file (if) and output file. dd if=/dev/sda of=/dev/sdb copies the contents of /dev/sda to /dev/sdb. dd if=/dev/sbd of=~/backup.img creates an image file of /dev/sbd in the user's home directory.

Which command causes /dev/sdb to be overwritten with zeroes? ​ dd if=/dev/zero of=/dev/sdb ​ dd if=/dev/sdb of=/dev/zero ​ dd if=/dev/sda of=/dev/sdb ​ dd if/dev/sbd of=~/backup.img

dir

Which command displays a list of files and directories in Windows?

chkdsk (CheckDisk)

Which command finds and fixes file table problems on a Windows computer (also called error checking)?

chkdsk (also called error checking) finds and fixes problems with file tables. dism finds and fixes certain Windows files. format creates a new file table and blank root directory, wiping out the old table. sfc finds and fixes certain Windows files.

Which command finds and fixes file table problems on a Windows computer? ​ dism ​ chkdsk ​ format ​ sfc

apt-get has been replaced by apt (though apt-get still works).

Which command has replaced apt-get (in Linux)?

DIR C:\FRED\*.EXE The command DIR C:\FRED\*.EXE is the only command prompt command that will list only the files in the C:\FRED folder with the extension EXE.

Which command prompt command will enable you to see all the files in the C:\FRED folder with the extension EXE? ​ DIR C:\FRED\*.EXE ​ DIR *.EXE C:\FRED ​ DIR FRED *.EXE ​ DIR C:\FRED\?.EXE

Applications create a graphical interface for users to interact with. Process trees, services, and process IDs are lower-level aspects of how computers run any program, whether that program is an application the user interacts with or a program running in the background to support applications, hardware, operating system features, and so on.

Which creates a graphical interface for users to interact with? ​ Process tree ​ Services ​ Applications ​ Process ID

A surge suppressor

Which device protects only from power spikes?

A surge suppressor only protects devices from power spikes. A UPS protects from spikes, sags ,and brownouts. A heat sink carries heat away from hot components such as a CPU. A power supply has a built-in surge suppressor, but it also provides power to the computer.

Which device protects only from power spikes? ​ UPS ​ Power supply unit (PSU) ​ Heat sink ​ Surge suppressor

Formatting a drive does not save existing data. Formatting does, however: test blocks, create a file index, and create a blank root folder/directory.

Which does formatting a drive not do? ​ Test the blocks. ​ Save existing data. ​ Create the file index. ​ Create a blank root.

CHKDSK would most likely be able to repair the "Data error reading drive C:" error.

Which error would CHKDSK most likely be able to repair? ​ No boot device present ​ Incorrect partition type ​ No ROM basic, system halted ​ Data error reading drive C:

Modify does not allow program execution. The modify permission allows a user to read, write or delete a file.

Which file action is not controlled by the NTFS "modify" permission? ​ Read a file. ​ Write to a file. ​ Delete a file. ​ Execute a program file.

OneDrive

Which is a Microsoft service for cloud file storage and sharing?

OneDrive is Microsoft's cloud storage service. Charms Drive and Metro Drive are made up terms. Google drive is Google's cloud storage service.

Which is a Microsoft service for cloud file storage and sharing? ​ Google Drive ​ OneDrive ​ Charms Drive ​ Metro Drive

Most applications include the option to specify the installation folder where the program will be installed. Install as Administrator is not an installation option. Uninstall in not an installation option. Most applications automatically install an uninstaller.

Which is a typical option when installing an application in Windows? ​ Uninstall ​ Include uninstaller ​ Install as Administrator ​ Installation folder

\\server\share Universal Naming Convention (UNC) starts with a double backslash followed by a server or host name, then a single backslash followed by the resource (such as a share) name or path. The other choices all include forward slashes (also called whacks) which are not part of UNC.

Which is an accurate UNC? ​ //server/share ​ //server\share ​ \\server/share ​ \\server\share

Master Boot Record (MBR)

Which is found at LBA 0?

The master boot record is found at LBA 0. The OS partition could be anywhere on the drive. The Windows swap file is stored in the root of the C: drive, but not at LBA 0. POST is located in the UEFI/BIOS chip.

Which is found at LBA 0? ​ Master boot record ​ OS partition ​ Power-on self test (POST) ​ Windows swap file

A dead or low battery that is low enough to cause a dim display will likely prevent the device from functioning at all. Adjusting brightness, enabling automatic brightness adjustments, or replacing a bad display/backlight may all fix a dim screen.

Which is least likely solution for a dim mobile device screen? ​ - Charge the battery. ​- Adjust the display's brightness. ​- Enable automatic brightness adjustments. ​- Replace the display or its backlight.

Storage Spaces does not have a RAID 10 configuration. Simple (JBOD), two-way mirror, three-way mirror, and parity (RAID 5) are all supported configurations under Storage Spaces).

Which is not a Storage Solution RAID configuration? ​ Parity ​ Simple ​ Two-way mirror ​ RAID 10 ​ Three-way mirror

Alkaline batteries cannot be re-used or recycled. Toner cartridges can be refilled. Lithium-based batteries have heavy metals and toxins that can be safely recycled.

Which is not a common device that can be recycled? ​ Lithium-ion batteries ​ CRT monitors ​ Alkaline batteries ​ Toner cartridges

There is not a specific category of security protection that focuses on peripherals. Host-based, network-based, and physical security are all core parts of protecting computer and network assets.

Which is not a core component of computer security? ​ -Peripheral-based security ​ -Host-based security ​ -Network-based security ​ -Physical security

Password Policy

Which is not a critical data type? ​ PII ​ PHI ​ GDPR ​ Password policy

Disable all monitors is not a multiple monitor display option. All the other choices are valid multiple monitor view options.

Which is not a display option for multiple monitors in Windows? ​ - Show only on monitor 1 ​- Show only on monitor 2 ​- Disable all monitors - ​Duplicate on both monitors ​- Extend monitor

There is no such thing as an antistatic toolkit. Antistatic bags, mats and wrist straps all reduce the chance of ESD damaging a computer or components.

Which is not a good way to prevent or reduce ESD? ​ Antistatic Mat ​ Antistatic Bag ​ Antistatic Wrist Strap ​ Antistatic Toolkit

Log files don't prevent attacks; they help us identify the attack after it occurred. Perimeter security, locked doors, and secured devices are levels of physical security.

Which is not a layer of physical security? ​ - Perimeter ​ - Room Locks ​ - Log Files ​ - Individual devices

Not enough services running Less running services means better performance. Corrupt applications, too little RAM and fragmented disks are all conditions that can slow a computer.

Which is not a likely cause for a slow running computer? - Application Issues - Low RAM - Not enough services running - Disk is fragmented

There is no such thing as an enterprise account name. All of the other choices can be used to sign in when performing a Windows installation.

Which is not a name that can be used to sign-in when installing Windows? ​ Domain name ​ Local account name ​ Enterprise account name ​ Microsoft account name

Reverse hashing is not a password hacking method. Brute force, dictionary attacks, and rainbow tables are all techniques used to crack passwords.

Which is not a password cracking technique? ​ - Brute force ​ - Dictionary attack ​ - Reverse hashing ​ - Rainbow tables

HKEY_CURRENT_MACHINE is not a root key in the registry. All of the other choices are valid registry root keys.

Which is not a root key in the registry? ​ HKEY_CLASSES_ROOT ​ HKEY_CURRENT_USER ​ HKEY_LOCAL_MACHINE ​ HKEY_USERS HKEY_CURRENT_MACHINE

Trojan

Which is not a social engineering attack? ​ - Phishing ​ - Tailgating ​ - Trojan ​ - Shoulder surfing

Virus signature lists are held and updated by anti-malware software. Network topology diagrams, regulatory/compliance documents, and acceptable use policies are all critical business documents.

Which is not a standard business document? ​ Virus signature list ​ Network topology diagram ​ Regulatory and compliance document ​ Acceptable use policy

Tokens are not used to unlock Android screens. Swipes, patterns and pins are commonly used to unlock screens.

Which is not a typical Android screen lock option? - Swipe - Token - Pattern - PIN

There is no Windows utility named User Creation Tool. Settings, Control Panel, and Local Users and Groups all directly or indirectly enable creating user accounts.

Which is not a way to create user accounts? ​ Settings ​ Control Panel ​ Local Users and Groups ​ User Creation Tool

WEP2 never existed. WEP, WPA and WPA2 are all wireless encryption schemes.

Which is not a wireless encryption standard? ​ - WEP - WPA - WEP2 - WPA2

ACPI does not have an "off" setting. On, sleep, and hibernation are all ACPI sleep modes.

Which is not an ACPI power mode in a laptop? ​ - On ​- Sleep ​- Hibernation ​- Off

Restore points do not preserve user-created files. Restore points preserve applications, drivers, the registry, and other critical system files.

Which is not preserved by a restore point? ​ Applications ​ Registry ​ User files ​ Drivers

Minimum password length is set in the Account Policies settings. All of the other choices are set in the Account Lockout Policy settings.

Which is not set in the Account Lockout Policy settings? ​ Lockout threshold ​ Minimum password length ​ Lockout duration ​ Reset Lockout counter

Different monitors can have the same or different resolution. All of the other choices are true of multiple monitors in a Windows system.

Which is not true about multiple monitors in Windows? ​ - Multiple monitors can function on one video card - Different monitors must have the same resolution - Multiple monitors can work with multiple video cards - Multiple monitors can be different sizes

Class C non-water based extinguisher

Which is the correct type of fire extinguisher for electrical fires? ​ Class C non-water based extinguisher ​ Class A ​ Class B ​ Water-based fire extinguisher

New hardware is a common cause for a blue screen of death. New software, USB 3.0, and a newly-flashed bios do not commonly cause blue screens.

Which is the most-likely cause of a Windows BSoD? - New software installed - USB 3.0 - New Hardware installed - Flashed BIOS

If a drive with live data fails, a backup saved to that drive would be lost as well. If there's only one backup, it's important to move it to another physical location. External drives, USB flash drives, and cloud storage are all better locations for a single backup. It's best, however, to keep multiple backups in multiple locations.

Which is the worst location for the only backup of some data? ​ Same drive as the data being backed up ​ External hard drive ​ USB flash drive ​ Cloud storage

A right-click on an object brings up a context menu. Ctrl-shift-esc and Ctrl-alt-del are methods to access Task Manager. A left-click on a resource just selects it.

Which method brings up a context menu for a resource, file or folder? ​ Ctrl-shift-esc ​ Right-click ​ Ctrl-alt-del ​ Left-click

System The System section records all problems, like hardware failures, that relate to the system.

Which of the Event Viewer sections records failed hardware events? ​ System ​ Application ​ Antivirus ​ Security

TRACERT shows the route that a packet takes from your system to a destination system. This enables you to test the connectivity to every router along the way.

Which of the following accurately describes the function of the TRACERT command? ​ It's used to configure a network system's static IP address. ​ It's used to test connectivity to every router between your system and a destination system. ​ It's used to determine the name of a DNS server. ​ It's used to determine the IP address for a given Domain Name.

Pinging www.comptia.org Pinging a remote system means you have to use the Internet. In this case, www.comptia.org is a great example.

Which of the following actions would best show a computer was connected to the Internet? ​ Pinging www.comptia.org ​ Pinging your DNS server ​ Pinging localhost ​ Pinging your router

Security badges and locked doors help prevent unauthorized people from accessing a secure area.

Which of the following are examples of physical security? (Select two.) ​ Firewalls ​ Encryption ​ Badges ​ Locked doors ​ Anti-virus

Touch the power supply occasionally. The power supply is grounded, provided it is plugged in. Even if it is not plugged in, it will equalize the electrical potential between you and the system.

Which of the following are good ESD protection measures? ​ Wear leather gloves. ​ Touch the power supply occasionally. ​ Wear sneakers when working on PCs. ​ Only touch the PC with one hand.

Windows Defender helps prevent malware attacks.

Which of the following best describes the function of Windows Defender? ​ Windows Defender displays system events. ​ Windows Defender prevents malware attacks. ​ Windows Defender prevents accidental partitioning. ​ Windows Defender reduces the effects of a malware attack.

Using Group Policy, you can force users to create passwords that meet a certain level of complexity. Now, if only you can keep them from writing their passwords on sticky notes, you'll be secure!

Which of the following can be achieved with Group Policy to help with workstation security measures? ​ BitLocker password ​ BIOS password ​ Password complexity requirements ​ Wake on LAN

Of these options, only a USB drive can hold data, making it the only possible boot device.

Which of the following can be used as a boot device? ​ HDMI ​ FDISK ​ USB drive ​ Tuner card

Starting the computer in Safe Mode may enable you to update your anti-virus software since the virus's background process won't be running.

Which of the following can enable a technician to remove a virus that prevents users from updating their anti-virus software? ​ MSCONFIG ​ Regedit ​ Safe Mode ​ Recovery Console

Bootcfg is designed to let you edit the BOOT.INI file from the command prompt.

Which of the following command-line utilities is designed to edit the BOOT.INI file? ​ Sigverif ​ Regedit ​ Bootcfg ​ Cacls

TASKKILL

Which of the following commands may be used on a computer, running Windows 7, to stop a single process from the command line? ​ TASKKILL ​ DEL ​ SHUTDOWN ​ ERASE

ipconfig /all

Which of the following commands will show you a NIC's MAC address? ​ IPCONFIG ​ IPCONFIG /ALL ​ IPCONFIG /ADDRESS ​ IPCONFIG /MAC

Ping www.barney.com If you ping by DNS name, the ping will return the IP address, showing that DNS is working. This is true even if the ping fails to get a response from the remote system.

Which of the following commands would be best for testing if DNS is working on a system? ​ Ping www.barney.com ​ Icacls www.barney.com ​ Net www.barney.com ​ Netstat www.barney.com

Scanners You'll probably have to install drivers for a scanner before you can start using it.

Which of the following devices most likely will require a driver install? ​ Scanners ​ Monitors ​ Projectors ​ Speakers

Encrypted File System (EFS) enables you to encrypt an image.

Which of the following file systems enable you to encrypt an image, thus making it un-viewable by any account except your own? ​ EFS ​ FAT ​ OSR ​ FAT32

EFS or Encrypted File System enables you to encrypt an image.

Which of the following file systems enable you to encrypt an image, thus making it un-viewable by any account except your own? ​ EFS ​ OSR ​ FAT32 ​ FAT

Administrator is not a file attribute.

Which of the following is NOT a type of file attribute? ​ Read-Only ​ Hidden ​ System ​ Administrator

Command Prompt | winsrv.msc | <select service from list> | Stop. You can open up Services from a command prompt, but the correct command would be services.msc, not winsrv.msc.

Which of the following is NOT a way to stop a service in Windows? ​ Control Panel | Administrative Tools | Services | <select service from list> | Stop ​ Command Prompt | Net stop <name of service to stop> ​ Right-click Computer | Manage | Services and Applications | Services | <select service from list> | Stop ​ Command Prompt | winsrv.msc | <select service from list> | Stop

There is no APM Shut Down level.

Which of the following is NOT an APM/ACPI level? ​ Shut Down ​ Full On ​ Enabled ​ Standby

Windows' Parental Controls has no control over torrents.

Which of the following is NOT controlled by Windows' Parental Controls? ​ Web site filters ​ Time of day ​ Torrents ​ Games

CRTs are vacuum tubes that shatter violently when they implode.

Which of the following is a danger with discarded CRT monitors? ​ Vacuum ​ Li-Ion ​ Static Discharge ​ Arsenic

See if the anti-malware program has an automatic update feature.

Which of the following is a legitimate way to update your anti-malware program? ​ Virus definitions must be loaded manually. ​ Use Task Scheduler. ​ See if the anti-malware program has an automatic update feature. ​ Use Windows Update.

Ability to perform untethered updates

Which of the following is a new feature of iOS 5? ​ Ability to run native PC applications ​ Ability to perform iTunes backups ​ Ability to perform untethered updates ​ Ability to dual boot the Android OS

The safest place for your password is in your head. Memorize it!

Which of the following is a safe way to deal with your new password? ​ E-mail it to yourself. ​ Tape it under your keyboard. ​ Memorize it. ​ Put a note in your wallet.

00-00-00-1B-02-55 is an example of a 48-bit MAC address.

Which of the following is an example of a MAC address? ​ 192.17.2.1 ​ http://www.comptia.org ​ 4309:FD21:ACB3:0012 ​ 00-00-00-1B-02-55

How may I help you? This is a VERY open-ended question. Open-ended questions are not looking for a particular response and solicit a broad answer. Closed-ended questions look for a specific response.

Which of the following is an example of an open-ended question? ​ What's your employee ID? ​ How may I help you? ​ What symptoms appeared, and when? ​ Is this correct?

Privacy filter

Which of the following is best used to prevent other people from viewing a user's computer screen? ​ Privacy filter ​ Biometric device ​ Key fob ​ Anit-virus software

Password length is a common local security policy.

Which of the following is most commonly a local security policy? ​ Use a password to log in ​ Password length ​ RAID ​ Soft Power

Power supplies cannot protect from sags or brownouts. All of the other choices are performed by a power supply.

Which of the following is not provided by a power supply? ​ Surge suppression ​ Sag protection ​ Power good signal to the computer ​ Voltage to the CPU and motherboard

Safe Mode uses minimal drivers and all the default settings to aid in troubleshooting.

Which of the following is the BEST description of Safe Mode? ​ Safe Mode enables the Plug and Play options to load safely. ​ Safe Mode enables antivirus applications to safely check the system. ​ Safe Mode limits system changes. ​ Safe Mode uses minimal drivers and all the default settings to aid in troubleshooting.

Verify your backup The only true test of a backup's quality is to restore it and see the results - but that is practically difficult to do. Instead, use the backup software's verification utility - verifiers are quite good at determining the quality of a backup job.

Which of the following is the best way to ensure you've made a quality backup? ​ Always close all files before a backup ​ Do only full backups ​ Verify your backup ​ Run backups when the least number of users are online

Use a degaussing tool A degaussing tool is a big magnet that will completely erase any magnetic hard drive.

Which of the following is the most secure method, short of physical destruction, that would be used to ensure that data on a hard drive cannot be recovered? ​ Repartition the drive ​ Use an overwrite program ​ Format the drive ​ Use a degaussing tool

Of the choices given, only Start | Control Panel Administrative Tools | Event Viewer will successfully open the Event Viewer.

Which of the following paths will open Event Viewer? ​ Start | Control Panel | Event Viewer ​ Start | Control Panel | Accessories | Event Viewer ​ Start | Control Panel | Administrative Tools | Event Viewer ​ Start | Programs | Administrative Tools | Event Viewer

Standby The major difference between standby and hibernate is that in standby mode, the data is not copied to the hard drive. Standby requires more power, but the system returns to normal mode more quickly.

Which of the following power management modes takes more power but enables the PC to return to normal operation faster? ​ Coma ​ Shutdown ​ Hibernate ​ Standby

CACLS The CACLS command enables you to edit NTFS permissions from the command line.

Which of the following programs enables you to edit NTFS permissions from a command line? ​ CHMOD ​ CACLS ​ NTFS ​ ROOT

Chkdsk cannot clear malware.

Which of the following programs would be LEAST useful in removing malware? ​ Recovery Console ​ Chkdsk ​ Anti-spyware ​ Anti-virus

When is this happening?

Which of the following questions is NOT accusatory? ​ Why are you doing that? ​ What did you do? ​ When is this happening? ​ Who taught you that?

Shadow copy will allow a file to be copied if it is currently in use. Robocopy replaced Xcopy as a robust copy utility that copies more than just files but will not copy files in use. The copy command copies files from one directory to another, and will not copy files in use. Xcopy is a command that not only copies files but allows for copying of multiple files and directories, however it does not support a copy of a file in use.

Which of the following services allows you to perform a backup while a system is running? ​ Robocopy ​ Copy ​ Xcopy ​ Shadow copy

The best way to make sure that a virus infection doesn't recur is to educate the user about safe browsing practices and the use of anti-malware software.

Which of the following should a technician do last after cleaning up a virus infection? ​ Schedule scans and updates ​ Educate the end user ​ Update anti-virus software ​ Enable system restore and create restore point

The CHKDSK utility scans a hard drive for errors and repairs any that it finds.

Which of the following should be regularly scheduled to fix hard drive errors? ​ System Restore ​ Defragmentation ​ CHKDSK ​ Anti-virus scan

The -a switch resolves IP addresses to hostnames.

Which of the following switches should a technician use with the PING command to resolve an IP address to a hostname? ​ -f ​ -a ​ -n ​ -t

SD flash card

Which of the following types of hardware is least likely to be used as a security device? ​ Smart card ​ Key fob ​ SD flash card ​ Biometric thumbprint reader

Passcode lock is the most secure screen lock. On current Apple products, a forgotten passcode could potentially disable your device. The only way for recovery is to erase the device, which will remove all your data.

Which of the following types of screen locks is the MOST secure way to secure your mobile device? ​ Passcode lock ​ Swipe lock ​ Fingerprint lock ​ Face lock

Administrator

Which of the following user account types can create other user accounts? ​ Restricted User ​ Limited User ​ Standard User ​ Administrator

RFID badge or tags carry an HF or UHF frequency and are widely used for identification. The tag can be tracked by RFID readers.

Which of the following would be a digital security prevention method? ​ Biometrics ​ Load balancer ​ ID badge ​ RFID badge ​ Mantrap

A battery backup will provide power to a PC during a power outage.

Which of the following would help during a power outage? ​ Line conditioner ​ Battery backup ​ Surge suppressor ​ Power strip

If you notice that your hard drive and NIC are working hard when you aren't working at all, that's a good sign that you have been infected with malware. Also, if you are browsing the Internet and you are randomly presented with a Web site you didn't click on, that could be an indication of malware infection.

Which of these are symptoms of malware on a PC? (Select two.) ​ When your PC is sitting idle, you notice the network and hard drive activity is higher than normal. ​ Your computer's display has a residual ghosted image on it. ​ When your computer prints, it prints nothing but random character and symbols instead of regular text. ​ The optical drive in your computer ejects at random times. ​ When you browse the Internet, you are redirected to Web sites that you didn't click on.

User is not a valid Event Viewer category. All of the other choices are valid Event Viewer categories

Which of these is not a valid event category in Event Viewer? ​ Application ​ Security ​ Setup ​ User ​ System

Windows Server

Which operating system provides single sign-on and a domain controller?

Windows Server creates and manages domains and single sign-on services. iOS and Linux do not provide domains or single sign-on services. SAMBA is a file sharing program.

Which operating system provides single sign-on and a domain controller? ​ iOS ​ Linux ​ Windows Server ​ SAMBA

The Quick Access entry within the Navigation pane shows frequently used files and folders. The Navigation pane shows all navigable aspects of the file system. The Details pane shows information about a selected file or folder. This PC shows any installed and mapped drives.

Which part of the File Explorer interface displays frequently used files and folders? ​ Navigation pane ​ Details pane ​ Quick Access ​ This PC

SXGA is 1280 x 1024. SVGA is 800 x 600. VGA is 640 x 480. UXGA is 1600 x 1200.

Which resolution is 1280 x 1024? ​ - SXGA - ​SVGA ​- VGA ​- UXGA

WUXGA is 1920 x 1200. UXGA is 1600 x 1200. WQHD is 2560 x 1440. WSXGA is 1440 x 900.

Which resolution is WUXGA? ​ - 1600 x 1200 - 2560 x 1440 - 1440 x 900 - 1920 x 1200

Device drivers

Which software is used by the operating system to control computer components?

Device drivers are programs that allow operating systems to control system devices. The kernel is the core of an operating system. iOS is an operating system. A process is a running program.

Which software is used by the operating system to control computer components? ​ Kernel ​ Process ​ Device drivers ​ iOS

Group permissions apply to all members of the group. None of the other statements are true.

Which statement about groups is true? ​ If a user is a member of a group, the user account cannot have any individual permission assignments. ​ Permissions granted to a group apply to all of the members of the group. ​ Permissions granted to a user apply to all co-members of any groups that the user is a member of. ​ Users can be members of groups and groups can be members of users.

Image deployment is not an upgrade installation. All of the other steps are performed when upgrading Windows versions.

Which step is not required when upgrading from one Windows edition to a different edition of Windows (for instance, from a Home edition to a Pro edition)? ​ Back up user files. ​ Perform a clean installation. ​ Deploy an image over a network connection. ​ Install applications. ​ Restore backed-up files.

-r

Which switch should be added to the rmdir command in order to delete a directory and its subdirectories (in Linux)?

# (pound)

Which symbol in a Bash script indicates the rest of the line is a comment?

Task Manager does not directly track registry events. Task manager tracks CPU, Memory, and Network activity.

Which system category is not monitored by Task Manager? ​ CPU ​ Registry ​ Memory ​ Network

Windows installs a basic video driver. All of the other tasks are post-installation tasks to be performed by the installer or user.

Which task does Windows perform during installation? ​ Install anti-malware software. ​ Create a recovery drive. ​ Update all drivers. ​ Install a basic video driver.

The term key logger describes malware that records everything the user types. The terms virus, worm, and Trojan all describe ways that malware spreads.

Which term does not describe how malware spreads to new systems? ​ - Virus ​ - Worm ​ - Key logger ​ - Trojan

Safe boot is a lean boot configuration that is good for troubleshooting boot problems. Full and Minimum are not boot types (although Minimal is). Normal boot loads all of the typical drivers, services and applications.

Which type of boot causes Windows to boot with a minimal set of drivers, services, and applications? - Minimum - Safe - Full - Normal

Cool, dry air Cool, dry air promotes the best chances of ESD.Think of the potential of static cling in the winter.

Which type of conditions promote ESD? ​ Warm, dry air ​ Cool, dry air ​ Warm, moist air ​ Cool, moist air

Worms typically propagate via networks or the Internet.

Which type of virus propagates by tunneling through networks and the Internet? ​ Trojan ​ Spider ​ Macro ​ Worm

The Address Bus

Which wires determine the location of data or instructions in system RAM?

The address bus identifies memory addresses that hold data or instructions. The memory controller chip sends data between RAM and the CPU. The external data bus is the set of wires that move data into and out of the CPU. The cache controller handles the L1, L2, and L3 caches inside a CPU.

Which wires determine the location of data or instructions in system RAM? ​ External data bus ​ Memory controller chip ​ Address bus ​ CPU cache controller

Whenever you come across an unidentified item, first locate an MSDS to understand the risks involved with handling and the proper disposal techniques.

While cleaning a closet for a new network rack, Tom finds a box labeled "Hexavalent chromium." What should he do with this box? ​ Call the local recycling center. ​ Locate an MSDS online. ​ Hexavalent chromium is expensive. Sell it! ​ It's probably safe, just throw it in the trash.

By default, Windows checks drivers for a digital signature from Microsoft. If the driver lacks a signature, you are warned, but permitted to install the driver. You can reconfigure this to block the installation of unsigned drivers.

While installing a driver for a new device on your Windows 32-bit PC, you are warned that the driver is not digitally signed by Microsoft. What does this mean? ​ You need to run the SIGVERIF utility to manually create a digital signature for the driver. ​ It's a known bug in the Windows OS. You can safely ignore this warning. ​ You can install the driver, but should be aware that it might not function properly. ​ You cannot install the driver.

You can risk ignoring problems with some certificates, any time money or personal information is involved, one should take the safe route. In this case, Karen needs to stop and call the company.

While trying to access a secure Web page, Karen gets an error telling her the domain names for the site and the certificate are mismatched. The site is a small "Mom and Pop" Web site, but she's about to order $1500.00 worth of merchandise. What should she do? ​ Stop and call the store. ​ Do not accept the certificate, but do the transaction anyway. ​ Try using TCP port 8080 to confirm the HTTPS is intact. ​ Go ahead and make the transaction.

The question uses the word "user" instead of "customer." This implies the person in question, the "user,"is a fellow employee, and you're an I.T. person for that company. Report back to your supervisor and wait for instructions. If this was a customer, you would ignore it.

While working on a user's computer at work, you discover inappropriate content. What should you do? ​ Report back to your supervisor and wait for instructions. ​ Check for viruses. ​ Remind the user of the appropriate use rules. ​ Ignore it.

ntbtlog.txt. Windows writes the results of boot logging into the ntbtlog.txt file. You usually have to boot into safe mode to read the file (since you're probably still having boot problems).

William's system is locking up during Windows boot. He reboots and presses F8 to bring up the boot menu and then selects "enable boot logging" In what file will the results be stored? ​ winlog.txt ​ logfile.txt ​ winntlog.txt ​ ntbtlog.txt

Optional

Windows 7 has two categories of updates: Important and (blank)

Windows RDP uses port 3389

Windows RDP uses which port?

The Administrative Tools applet contains many useful tools that can be added to the MMC as Snap-ins.

Windows provides several ready-made MMC Snap-ins stored in the _______ applet in the Control Panel. ​ MMC ​ Network ​ System ​ Administrative Tools

Programs and Features

Windows tool used to uninstall programs

Any incident that threatens the security of the organization must be reported!

You are a technician working for a large company, and you notice a user has left a Post-it note attached to her monitor of a new password that she was just given. What should the technician do? ​ Log in with it and change her password to teach her a lesson. ​ Explain to her how dangerous it is to leave passwords lying around. ​ Inform their supervisor. ​ Take it and give it to her when she gets back from lunch.

Put on your anti-static wrist strap The FIRST thing you should do when installing or replacing any hardware component is to put on your anti-static wrist strap.

You are about to install a microATX motherboard in an ATX computer case. What should you do, FIRST? ​ Remove the processor ​ Remove the power supply unit ​ Put on your anti-static wrist strap ​ You cannot install a microATX motherboard into an ATX case

Even though the wireless network is surely the route used, there's no reason to only use wired networks when proper security is all that is needed.

You are on a service call. The customer tells you that he keeps finding new folders with names like "music" and "games" that he did not place there. After talking to the other employees to verify they did not place those files, you see they have an unencrypted wireless network. Which of the following actions is the LEAST NECESSARY response? ​ Update the NTFS permissions on the system to prevent users from accessing any folder other than necessary ones. ​ Configure the wireless network for security. ​ Change all usernames and passwords. ​ Use only wired networking.

Ask the client to remove the folder and then work on the PC. Not only must you be honest and trustworthy when working for a client, but you must also be above suspicion

You are on-site. While working on the client's PC, you notice a red folder with the words "Classified, do not look" on the cover. What should you do? ​ Steal the folder and run it back to the red base ​ Look at the files ​ Ask the client to remove the folder and then work on the PC ​ Ignore the folder, and get to work

Calmly asking him for his name and a more detailed explanation of the problem is the first thing you should do when communicating with a user over the phone.

You are working the 8:00 AM shift at the help desk. An irate user who fails to identify himself calls in claiming that his workstation is malfunctioning and that you need to fix it NOW. What is the first action you should take? ​ Scold him for his tone of voice and tell him to call back when he has calmed down. ​ Recognize the urgency of the situation and escalate the user's complaint to level 2 tech support. ​ Calmly ask him for his name and a more detailed explanation of the problem. ​ Tell the user you will send a technician over right away.

Task Manager

You can use the Services applet to manage a service. With what other utility can you manage services?

Task Manager supports controlling services, including starting and stopping them. Services cannot be managed with Resource Monitor, Performance Monitor or Event Viewer.

You can use the Services applet to manage a service. With what other utility can you manage services? ​ Resource Monitor ​ Task Manager ​ Performance Monitor ​ Event Viewer

Ask if you can start the job. Always ask if it's OK to begin work; this gives the customer time to do whatever they need to do first.

You come to a job site to fix a printer, and it's a very busy office. Before you do anything else, you should: ​ Hand the customer your business card. ​ Shake hands with everyone directly affected by your work. ​ Ask if you can start the job. ​ Lay out an anti-static mat to define your work area.

Plastic tweezers are best for reaching tiny things in your PC.

You drop a screw down into a PC's case and need to retrieve it. Which of the following tools would be the best to use in this situation? ​ Needle-nosed pliers ​ Fingers ​ Magnetic screwdriver ​ Plastic tweezers

Microsoft gives you 30 days in which to activate Windows before it automatically disables itself.

You have ______ to activate your new copy of Windows before it is disabled. ​ 1 year ​ 60 days ​ 90 days ​ 30 days

You'll need 16 GB of hard drive space. That is the bare minimum.

You want to install Windows 7 32-bit onto your computer. What is the bare minimum amount of hard drive space required to do this? ​ 8 GB ​ 12 GB ​ 16 GB ​ 20 GB

RJ-11 The RJ-11 is also used with twisted pair cabling. Shame RJ-45 wasn't on the list, eh?

You work for a company that does network cable installations. Your company has been contracted to pull out the existing CAT 3 wiring to install CAT 6. You notice the plug on the end of the CAT 3 is an RJ-45. What is the other connector type that can be used with CAT 3 installations? ​ LC ​ BNC ​ SC ​ RJ-11

It looks like someone out there has something against your company and is looking to take it down. By issuing a DoS attack, the attacker will deny services from the targeted web server for all clients.

Your IT guy calls with some bad news: the company has been the victim of a Denial of Service (DoS) attack. What does he mean? ​ Someone has stolen the server. ​ Someone has stolen employee personal information. ​ Someone has attacked the company web site to bring it down. ​ The company was denied a line of credit.

Task Scheduler

a tool to automate launching and running Windows programs at specific times

chkdsk /f

checks the file table and fixes bad blocks

chmod

command which changes a file's permissions in Linux

passwd

command which changes a user's password in Linux

cd

command which changes working directories

chkdsk

command which checks the file table in Windows

format

command which creates a new file table and blank root directory, wiping out the old table

sfc (System File Checker)

command which finds and fixes certain Windows files

su

command which forces Linux commands to be run with root permissions

ls -l

command which lists files and directories along with much more detail about each (in Linux)

ls

command which lists files and directories in Linux

format

command which wipes out the drive

dism

command-line tool that is used to manage both Windows Online and Offline Images

Demilitarized Zone (DMZ)

exposes a LAN host to the internet

man

in Linux, a command for accessing the manuals to many aspects of a system (including installed commands)

Windows Update

keeps the Windows OS up to date

Quick Access

part of the File Explorer interface which displays frequently used files and folders

cls

the clear-screen command in the Windows command-line environment.

/s

the switch used with the Windows rd command to remove subdirectories