exam cram 220-802 practice exam

1. You are helping a customer with an Internet connectivity problem. The customer tells you that the computer cannot connect to a favorite website. After quickly analyzing the computer, you note that it cannot connect to any websites. What should you do next? ○ A. Identify the problem. ○ B. Establish a theory of probable cause. ○ C. Test your theory to determine cause. ○ D. Establish a plan of action.

1. Answer B is correct. In this scenario you have already identified the problem: The computer cannot connect to any websites. So, the next thing you should do according to the CompTIA A+ six-step troubleshooting process is to: Establish a theory of probably cause. For example, maybe your theory is that the network cable is not plugged into the computer, or perhaps the computer is not obtaining an IP address. Pick one theory (the most likely in the situation) and move to step 3: Test the theory to determine the cause. If you were to look behind the computer and see that the network patch cable was unplugged (and there is no possibility of wireless), well then the theory has tested positive, and you can move to step 4: Establish a plan of action to resolve the problem. In this case, it's easy: Plug in the cable! Afterward, you would verify full system functionality (step 5) by testing whether the web browser can access websites. Finally, in the last step, document the problem, the solution, and any additional details such as advice you gave to the customer. When working on computers, apply the six-step troubleshooting methodology to your thinking process as much as possible!

10. You have determined that the USB controller is malfunctioning. What should you do first to troubleshoot this problem? ○ A. Replace the USB controller. ○ B. Test the voltage of the USB controller using a multimeter. ○ C. Use the System Information utility. ○ D. Use the Windows Device Manager.

10. Answer D is correct. If the USB controller is malfunctioning, the first thing you should do is analyze the problem with the Device Manager. This displays one of a variety of symbols over the USB controller if there is an issue. You can also take the code of the error and cross reference that on the Microsoft Help and Support website support.microsoft.com for more information. Until you know why the USB controller is malfunctioning, you should not replace it. It could be that it is simply disabled or a setting needs to be changed; these changes can be made within the Device Manager. If you find you cannot fix the problem in software, you might move on to testing the voltage with a multimeter, but this will usually not be necessary.

100. Which of the following is part of the second step of the CompTIA A+ troubleshooting process: Establish a theory of probable cause? ○ A. Question the user. ○ B. Question the obvious. ○ C. Test the theory to determine cause. ○ D. Establish a plan of action.

100. Answer B is correct. Question the obvious is a part of the second step of the CompTIA A+ troubleshooting process. In full, the second step is "Establish a theory of probable cause (Question the obvious)." Questioning the user is part of the first step, which is identifying the problem. Testing the theory to determine cause is the third step of the troubleshooting process. Establishing a plan of action is the fourth step. Be sure to know the CompTIA A+ six-step troubleshooting process and apply it during the 220-802 exam! See the section titled "The Six-Step A+ Troubleshooting Process" in Chapter 1, "Introduction to Troubleshooting," for more information.

11. You have been asked by a customer to add a second optical drive, to be referenced as M: on a computer running Windows 7. What is the best place to accomplish this? ○ A. Disk Management ○ B. Administrative Tools ○ C. Device Manager ○ D. Event Viewer

11. Answer A is correct. After you physically install the drive, it needs to be configured as M: within the Disk Management tool. Disk Management is where you go to create partitions, assign drive letters, work with volumes, format drives, and so on.

12. A user attempts to print a large image but only half the graphic prints out. What is the most likely reason for this? ○ A. The printer doesn't support the job's language. ○ B. The printer needs more memory. ○ C. The print driver needs to be updated. ○ D. The network connection is faulty.

12. Answer B is correct. If the printer is printing only half of an image, it probably needs a memory upgrade. Larger print jobs require more memory. Most laser printers can be upgraded to 2x or 4x the stock amount of RAM. The standard "language" for printers is Printer Command Language (PCL), and most printers will be compatible with this protocol.

13. Which of the following printer failures is described as a condition in which the internal feed mechanism stopped working temporarily? ○ A. No connectivity ○ B. Corrupt driver ○ C. Paper jam ○ D. Power cycle

13. Answer C is correct. A failure that occurs due to the internal feed mechanism stopping is known as a paper jam. For example, an HP LaserJet might show an error code 13.1 on the display, which means that there is a paper jam at the paper feed area. You would want to verify that the paper trays are loaded and adjusted properly.

14. Which command would you use to delete an empty directory? ○ A. EDIT ○ B. RD ○ C. FORMAT ○ D. DIR

14. Answer B is correct. The command used to delete an empty directory in a Windows Command Prompt is RD. RD stands for remove directory. CD is change directory, and MD is make directory. Know your old DOS commands!

15. One of your co-workers is attempting to access a file on a share located on a remote computer. The file's share permissions are set to allow the user full control; however, the NTFS permissions allow the user to have read access. What will be the user's resulting access level for the file? ○ A. Read ○ B. Write ○ C. Modify ○ D. Full Control

15. Answer A is correct. The user will have only read access to the file. Remember that NTFS permissions take precedence over share permissions, even if the share-level permissions offer a higher level of access.

16. You are upgrading a computer from Windows Vista to Windows 7. What is the best tool to use to move a user's documents and file settings? ○ A. System Restore ○ B. Easy Transfer ○ C. XCOPY ○ D. Backup and Restore

16. Answer B is correct. The easiest tool for moving a user's documents and settings is the Easy Transfer tool. Windows Easy Transfer can be installed on 32-bit and 64-bit versions of Windows 7, Vista, and XP. System Restore doesn't backup files; it restores the system to an earlier configuration. XCOPY is a command-line tool used to copy entire directory structures. It has been deprecated in favor of Robocopy, but neither of these tools is as easy to use as Easy Transfer.

17. You work at a PC bench and receive a laptop that has a dim display. You confirm that it is a hardware issue. Which part should be replaced first? ○ A. LCD panel ○ B. Video adapter ○ C. Display harness ○ D. LCD inverter

17. Answer D is correct. If you see a dim laptop display that cannot be brightened through the use of a button or knob near the keyboard, then the LCD inverter might need to be replaced. The inverter supplies the power to the backlight of the display. If it fails, you should still dimly see the displayed OS; using a flashlight can aid in this.

18. A customer reports to you that he can no longer open any .tiff files. What is the most likely cause? ○ A. The .tiff files are corrupted. ○ B. File associations have been removed. ○ C. There is no photo-editing program available. ○ D. File extension is not a commonly used type.

18. Answer B is correct. If users were able to open .tiff files but can no longer do so, then the most likely cause is that the file associations for .tiff (and possibly .tif) have been removed. Programs such as Photoshop, Fireworks, and SnagIt can save and open files with the .tiff and/or .tif extension. When a program such as Photoshop is installed, a file association between that program and .tiff files is automatically created.

19. Which of the following answers can be the cause of a blue screen error? ○ A. Rogue DHCP server ○ B. Incorrect router configuration ○ C. Bad driver ○ D. Incompatible USB device

19. Answer C is correct. Bad drivers can be the cause of a stop error or blue screen error (also known as a BSOD), for example, if cdrom.sys, the basic CD-ROM system driver file, were to fail during bootup. The CPU and RAM can also cause these errors to occur. The blue screen error affects only the local computer; it is not a networkwide problem that could be associated with a rogue DHCP server or incorrect router configuration.

2. You need to automatically check for performance issues in Windows 7. Which tool is the best option? ○ A. Device Manager in the Control Panel ○ B. Troubleshooting item in the Control Panel ○ C. Task Manager ○ D. Upgrade Advisor

2. Answer B is correct. The Troubleshooting item in the Control Panel of Windows 7 can automatically check for performance issues. You can check for issues with hardware, networking, applications, and security. You must set the Control Panel to either small or large icons because the Troubleshooting item is not shown in Category view.

20. A customer cannot access some Internet websites but can connect to resources inside the LAN. You can use the PING command to test the user's connectivity. What command should you run next to troubleshoot this issue? ○ A. NET USE ○ B. NETSTAT -r ○ C. NBTSTAT -R ○ D. IPCONFIG/FLUSHDNS

20. Answer D is correct. You should run an IPCONFIG/FLUSHDNS. This remove entries from the local computer's DNS cache that has the domain name to IP address mappings. If customers can access some websites, you know they have connectivity to the Internet; however, it could be that the DNS cache is corrupted, or that the HOSTS file has been compromised, causing certain websites to become inaccessible.

21. You just finished upgrading a video card in a PC. When you reboot the system, nothing displays on the screen. What is the most likely cause? ○ A. The onboard video of the motherboard is still enabled in the BIOS. ○ B. New video cards require new monitors because their resolutions do not match. ○ C. The new video card must be enabled by a dipswitch on the motherboard. ○ D. The new video card must be installed within the OS first.

21. Answer A is correct. If you upgrade a video card and nothing displays on the screen, then the onboard video of the motherboard might still be enabled in the BIOS. This can cause a conflict until it is turned off. New video cards do not necessarily require a new monitor unless the current monitor does not use the same video standard or connector; the resolution of each usually does not play into this scenario.

22. A program is no longer responding. Where would a technician go to end the program? ○ A. Computer Management ○ B. Task Manager ○ C. Registry ○ D. Services console

22. Answer B is correct. If a program is nonresponsive, it can be shut down from the Task Manager either as an application, or as a process if it happens to be causing the computer to falter. Computer Management is a console window that contains the Event Viewer, Device Manager, and Disk Management among other tools. The registry stores all the settings for the computer; this is where you would go to make modifications that can't be done elsewhere in the OS. The Services console window (also part of Computer Management) is where you can start, stop, pause, enable, and disable services such as the Print Spooler or the DNS Client. See the section titled "System Tools and Utilities" in Chapter 9, "Configuring Windows," for more information.

23. You are setting up a SOHO wireless network. Which of the following provides the best security? ○ A. Disable SSID broadcasting and configure WEP ○ B. MAC address filtering ○ C. IP address filtering ○ D. Enable SSID and configure WPA2

23. Answer D is correct. Of the answers, the best security in a SOHO wireless network is to enable SSID and to configure WPA2. Yes, disabling SSID is a common security technique employed by security professionals, but having SSID enabled with WPA2 is far more secure than disabling the SSID with WEP configured. WEP is deprecated, and WPA2 is much more secure. In essence, the number one thing you should be concerned with for wireless security is strong encryption—everything else is secondary including disabling the SSID, MAC address filtering, and IP address filtering—if your SOHO device is even capable of that. See the section titled "SOHO Security" in Chapter 16, "Security," for more information.

24. After replacing a motherboard in a PC, the system overheats and fails to boot. What is the most likely cause? ○ A. The GPU is not compatible with the CPU. ○ B. The new motherboard's firmware is out of date. ○ C. Thermal paste was not applied between the heat sink and the CPU. ○ D. The case fan failed.

24. Answer C is correct. If a motherboard were just replaced and the system overheats when booted, then there's a good chance that thermal paste was not applied to the CPU. When you install a new motherboard, the CPU must be removed from the old board and installed to the new one, or a new CPU needs to be installed. Either way, the heat sink must come off. Whenever a heat sink is connected (or reconnected) to a CPU, thermal compound (also known as thermal paste) should be applied; otherwise overheating can easily occur. The GPU is the video card's processor; it's not quite possible for this to be incompatible with the CPU. It is possible for the video card to be incompatible with the expansion bus slots on the new motherboard, though. Even if the new motherboard's firmware has not been updated, the system should not overheat. If the case fan fails, the computer should not overheat. The CPU will still have its own fan, and the power supply will still be exhausting hot air. See the section titled "Installing and Troubleshooting CPUs" in Chapter 3, "The CPU," for more information.

25. Which of the following is a common e-mail service that people use on their smartphone? ○ A. POP3 ○ B. Outlook ○ C. HTTP ○ D. GMAIL

25. Answer D is correct. Gmail is a common e-mail service provided by Google that people can use on their smartphone. HTTP is the Hypertext Transfer Protocol and is not a service. Users might utilize Gmail on their computer as well as within a web browser, but that uses the protocol HTTPS because those sessions should be secure. POP3 is a protocol used by applications such as Microsoft Outlook to download e-mail. Outlook normally runs on a computer and not on a smartphone. See the section titled "Mobile Networking and Synchronization" in Chapter 17, "Mobile Devices," for more information.

26. A technician is attempting to backup 5 GB of data to an external hard drive that has been formatted as FAT32; however the backup keeps failing. What is the best way to solve the problem? ○ A. Reformat the drive as NTFS. ○ B. Replace the drive. ○ C. Back up the data to a USB drive. ○ D. Back up to CD-ROM.

26. Answer A is correct. If the backup keeps failing, you should look at the file system used on both drives. If the drive where the data is backed up to uses FAT32, and there is currently no data on that drive, it should be reformatted as NTFS. NTFS is the superior choice for a variety of reasons, plus it is more common than FAT32. Always try to reformat the drive before you incur the cost of a replacement. From the scenario, you don't know the original type of backup drive. It might already be a USB drive, but who knows? Many USB flash drives are preformatted as FAT32. Regardless of all this, before trying another drive, try reformatting to NTFS first. A CD-ROM does not have enough storage space for the amount of data you need to backup. Plus, optical media is good for long-term backups that won't be used often. But if the technician in the scenario is trying to back up to hard disk, then it can be assumed that the data will be needed more often, and requires a faster solution such as SATA, or at least USB, either of which should be formatted as NTFS. See the section titled "Files, File Systems, and Disks" in Chapter 9, "Configuring Windows," for more information.

27. A laptop you are troubleshooting will not display any video through the laptop's screen or through external monitors. What should you replace? ○ A. Inverter ○ B. Video card ○ C. LCD ○ D. Drivers

27. Answer B is correct. If the laptop can't display on the LCD or on an external monitor, that tells you that the video card is most likely faulty. The laptop would need to be opened to replace this. In some cases, it is integrated to the motherboard, requiring an entire motherboard replacement. If the inverter fails you would still see a dim display (which can be aided by using a flashlight) and the external monitor should work fine. If the LCD fails, you would not see anything on the display, but the external monitor again would function fine. Incorrect drivers can give a variety of problems such as unattainable maximum resolutions, or a garbled screen. However, the display should show something in that case, and should work fine in Safe Mode, where new drivers could be installed. See the section titled "Installing, Configuring, and Troubleshooting Internal Laptop Components" in Chapter 7, "Laptops," for more information.

28. Which of the following utilities enables a Windows 7 user to edit a file offline, and then automatically update the changes when the user returns back to the office? ○ A. Sync Center ○ B. Windows Aero ○ C. Windows Defender ○ D. HomeGroup

28. Answer A is correct. The Sync Center is a feature of Windows that enables you to keep information synchronized between your computer and network servers. You can still access the files and modify them even if you don't have physical access to the server; in this case they are modified "offline" and are synchronized automatically when you return to the network. Some mobile devices are also compatible with Sync Center. The Sync Center can be configured within the Control Panel. Windows Aero is the premium visual experience included in some versions of Windows Vista and Windows 7. Windows Defender is the free Microsoft antimalware program. HomeGroup is meant to quickly and easily share printers and media between Windows 7 computers in a home network. See the section titled "System Tools and Utilities" in Chapter 9, "Configuring Windows," for more information.

29. A customer's laser printer is printing a blank streak along one edge of each page, but is otherwise printing normally. What is the most likely reason? ○ A. The paper is too thick. ○ B. The toner cartridge is low. ○ C. The fuser is damaged. ○ D. The printer needs to be rebooted.

29. Answer C is correct. If you see a blank streak along one edge of each page, but the rest of the print job is normal, then the fuser could be damaged. You need to shut down the printer and wait for 10 to 15 minutes while the fuser cools before replacing it. While replacing it, consider installing the entire maintenance kit for the printer. Some printers' displays let you know when the fuser needs to be replaced. If the paper is too thick it can most likely cause a paper jam at the entrance or exit rollers; if it is extremely thick and it happens to make it past the entrance rollers, it probably won't even get past the fuser. If the toner cartridge is low, the entire page of information will be lighter. Rebooting this printer will not fix the fuser, but the printer should be rebooted several times after the fuser is installed to make sure it works properly. Some error messages on printers require a reboot only, but this issue is too serious, and the printer needs to be taken offline, shut down, and properly repaired. See the section titled "Installing, Configuring, and Troubleshooting Printers" in Chapter 14, "Printers," for more information.

30. Which of the following tools can illuminate a network card's LED light when connected? ○ A. POST card ○ B. Loopback plug ○ C. PSU tester ○ D. Multimeter

30. Answer B is correct. The loopback plug is used to test a network card. It acts as a pseudo-network for the network card and tests whether the card is functional; if so, the LED lights up on the card. A POST card is plugged into a motherboard and is used to analyze PC booting issues. A PSU tester is used to test a power supply. The multimeter has a variety of testing purposes such as testing individual wires in a computer and testing AC outlets. See the section titled "Cables, Connectors, and Tools" in Chapter 15, "Networking," for more information.

31. One of your organization's technicians reconfigures the BIOS boot order on a PC and sees that the system time is incorrect. The technician resets the clock to the correct time but sees that a couple days later, the system time is wrong again. What is the most likely cause? ○ A. The motherboard is not seated properly. ○ B. The time zone settings are incorrect in the OS. ○ C. The CMOS battery has failed.

31. Answer C is correct. If the technician reset the time in the BIOS and it fails a few days later, this most likely means that the CMOS battery has failed. The CMOS battery is in charge of keeping the time and date. When it fails, it often changes to Jan 1, 2000, and in many cases this will affect the OS time as well. Changing the OS time will not fix the problem because every time the system is rebooted, the BIOS will feed the false time to the OS. The battery, usually a CR 2032 lithium battery needs to be replaced; they only have a shelf life of 5 to 10 years or so. Even if the computer's operating system has its time synchronized to a time server, the battery should still be replaced because it maintains many other settings for the BIOS. If the motherboard were not seated properly, it could possibly fail, and the system would not boot. As long as the power supply can connect to the motherboard, it should provide the correct voltage; the battery typically needs 3 volts. However, if the power supply doesn't provide enough wattage, then the system might intermittently shut down or have problems booting. See the section titled "The BIOS" in Chapter 2, "Motherboards," for more information.

32. Which Windows 7/Vista files replaced NTLDR? ○ A. bootmgr.exe, bootsect.dos, io.sys ○ B. io.sys, win.exe, bootmgr.exe ○ C. ntdetect.exe, ntoskrnl.exe, io.sys ○ D. bootmgr.exe, winload.exe, and winresume.exe

32. Answer D is correct. NTLDR is the boot file for Windows XP, 2000, and NT operating systems. It was replaced in Windows Vista (and continuing on through Windows 7) with bootmgr.exe, winload.exe, and winresume.exe. Bootsect.dos is used with NTLDR if an older dual-boot system is required such as Windows NT and Windows 98. Io.sys is the MS-DOS core file that contains device drivers and the initialization program; it works along with msdos.sys as the main OS files for DOS. Win.exe is the executable that runs older versions of Windows on top of DOS. Ntdetect.exe is a known Trojan, watch out for it; ntdetect.com on the other hand is a component of Windows NT systems that detects basic hardware at startup. Ntoskrnl.exe was originally the main core file for Windows NT systems but it is still used through Windows 7. See the section titled "Files, File Systems, and Disks" in Chapter 9, "Configuring Windows," for more information

33. You reboot a customer's computer and see a pop-up message that says one or more services failed to start. Which of the following can give you more information? ○ A. System event logs ○ B. Task Manager ○ C. Application event logs ○ D. Security log

33. Answer A is correct. If you get a message that says One or More Services Failed to Start, then you should follow-up on this and look for more information within the System log in the Event Viewer. The Application log contains information, warnings, and errors pertaining to programs built into the OS as well as third-party applications. The Security log shows information regarding file access, permissions, logins, and so forth. The Task Manager gives you performance information about the computer and shows what processes and applications are running. See the section titled "Windows Tools and Errors" in Chapter 11, "Troubleshooting Windows," for more information.

34. Which of the following would extend the wireless network range and allow out-of-range users to share an Internet connection? ○ A. Implement a wireless access point for the out of range users. ○ B. Enable network sharing on the users' computers that are within range ○ C. Upgrade the out-of-range users' SSID searching software. ○ D. Create a new VLAN for the out of range users.

34. Answer A is correct. To extend the wireless network range, and allow out of range users to share an Internet connection, you would add a wireless access point for the out of range users. The wireless access point will ultimately connect to the organization's router which will allow the out of range users the ability to share the Internet connection. By adding wireless access points at various locations of the building, you can increase the wireless network range. Network sharing allows users to share folders and files with other users, but only if those computers are on the network; however, network sharing does not increase the range of a wireless network, nor can it help out-of-range users to connect. The capability for a user's computer to scan for a wireless access point's SSID is more based on the strength and location of the wireless access point and the strength of the computer's wireless network adapter, and based little on the software. So, this is not the best answer, but wireless adapters should be updated to the latest software. VLAN stands for virtual local area network, which is a group of computers that communicate in the same fashion regardless of their physical location; computers can be grouped via port or protocol. See the section titled "SOHO Windows Networking" in Chapter 15, "Networking," for more information.

35. What can the command ping -t do? ○ A. Continuous ping of an IP address until the target responds ○ B. Continuous ping of an IP address until it's canceled ○ C. Continuous ping of an IP address until the count reaches 20 ○ D. Continuous ping of an IP address where each packet is equal to 1000 bytes

35. Answer B is correct. A ping -t is a continuous ping. An example of this would be ping -t 192.168.1.1. The command continually pings the remote host until you manually stop it; for example, utilizing the key stroke CTRL+C. The target will respond only if it is live on the network. A ping that reaches a count of 20 would use the -n parameter, for example ping -n 20 192.168.1.1. A ping that has packets equal to a certain amount of bytes uses the - l parameter; for example, a ping where each packet is 1,000 bytes instead of the default 32 would be ping -l 1000 192.168.1.1. See the section titled "Troubleshooting Networks" in Chapter 15, "Networking," for more information.

36. You are installing a 32-bit program on a 64-bit version of Windows 7. Where does the program get installed to? ○ A. C:\ ○ B. C:\Program Files ○ C. C:\Windows ○ D. C:\Program Files (x86)

36. Answer D is correct. The program would be installed to C:\Program Files (x86). This is the default folder for 32-bit programs when installed to a 64-bit version of Windows. 64-bit programs are installed to the C:\Program Files folder. The operating system is installed to C:\Windows. Finally, C:\ is the root of the hard drive. A few system files are placed in the root, but otherwise the OS and applications are installed to folders within the root. x86 is the general term applied to 32-bit computers, whereas x86-64, or simply x64, is the term applied to 64-bit computers. See the section titled "Installing and Upgrading to Windows 7" in Chapter 8, "Installing and Upgrading Windows," for more information.

37. Which of the following paths is the default directory for user profiles in Windows 7? ○ A. C:\Program Files ○ B. C:\Users ○ C. C:\Users and Settings\ ○ D. C:\Document and Settings\

37. Answer B is correct. The default directory for user profiles in Windows 7 is C:\Users. Previously in Windows XP, user profiles were stored solely in C:\Documents and Settings. That folder still exists in Windows Vista and Windows 7 but is redirected to the \Users folder, and Documents and Settings is locked out. This redirection is known as a Junction, where the information appears to reside in two separate locations. The folder you will be working with in the GUI will be \Users, so that is the best answer here. Also, remember that the answers show C:\ in the path. This could be different depending on where the OS was installed to. C:\Program Files is where applications are installed to. There is no \Users and Settings folder. See the section titled "Files, File Systems, and Disks" in Chapter 9, "Configuring Windows," for more information.

38. You are working on a computer that is giving a non-system disk error. Which of the following is most likely the cause? ○ A. There is a disk in the floppy drive. ○ B. The registry has become corrupted. ○ C. The incorrect driver was loaded. ○ D. The RAM is not seated properly.

38. Answer A is correct. A Non-System Disk error tells you that the computer cannot boot properly and that the boot media is the culprit. A common cause of this is a disk in the floppy drive. Floppy drives are definitely older technology, but you may still see them in the field; however, another example of this would be a nonbootable CD-ROM or DVD-ROM in an optical drive. If the floppy drive or the optical drive is set to first in the BIOS boot order, and the drive contains a nonbootable disc, then you will get this error. The same holds true if you have a hard drive without an OS. Check the drives for nonbootable disks, and check the BIOS boot sequence; normally the hard drive should be first, which is also a security precaution. If the registry becomes corrupted, the system could have trouble booting, but the message will be different. An example of a corrupted registry error message is Windows Could Not Start Because the Following File Is Missing or Corrupt: \WINDOWS\SYSTEM32\CONFIG\SYSTEM. This is a dire message that requires more troubleshooting than in the current scenario. The answer The Incorrect Driver Was Loaded is a vague answer; it is possible that an incorrect SCSI driver was loaded, and the system won't boot, but you won't necessarily get the same error. Other drivers won't be the cause of this problem. If the RAM is not seated properly, the system will simply not boot, or you will get a different error message from the BIOS. See the section titled "Magnetic Storage Media" in Chapter 6, "Storage Devices," for more information.

39. One of the tape drives in the server room is reporting errors. What should you do first to maintenance the tape drive? ○ A. Use the included cleaning tape for the drive. ○ B. Uninstall the backup software and reinstall it. ○ C. Install a new IDE cable. ○ D. Replace the tape with a new one.

39. Answer A is correct. If the tape drive reports errors, the first thing you should do is use the included cleaning tape. You must remove the current tape and insert the cleaning tape; then run through the cleaning process. Finally, replace the original tape to see if it works without the tape drive reporting errors. If there is a problem with the backup software, the backup software usually displays an error, not the tape drive. It is more likely that the tape drive needs a simple cleaning than the backup software needing to be reinstalled. It's more common for a tape drive to use a SCSI cable as opposed to an IDE cable. You don't just want to replace the tape because that tape may have information that you need. Try cleaning the drive first, and if the tape has failed, make sure you back up the original data to a new tape. See the section titled "Magnetic Storage Media" in Chapter 6, "Storage Devices," for more information.

4. You want to verify that the local computer's network card is functioning properly. Which IP address should you use? ○ A. 10.0.0.1 ○ B. 255.255.255.0 ○ C. 127.0.0.1 ○ D. 192.168.0.1

4. Answer C is correct. You should ping the local loopback address of the computer. The best way to do this would be to type ping 127.0.0.1 in the Command Prompt. However, you could also type ping localhost, or ping loopback. This can tell you if the network card (and TCP/IP) is working properly for the local computer. If IPv6 is installed and working properly, ping localhost and ping loopback return the result: Reply from ::1. Afterward, if the computer is cabled to the network, you could attempt to ping the default gateway, whatever that address might be. 10.0.0.1 and 192.168.0.1 are possible IP addresses for hosts and are common for default gateways, but in this scenario you don't know if these addresses are being used, or if a default gateway even exists. Also, neither of them are the local loopback address. Most of the time, addresses ending in .1 will be reserved for routers, servers, and so on, not client computers. For example, D-Link historically has used 192.168.0.1 as the default IP address for its routers. 255.255.255.0 is a default Class C subnet mask and not an IP address. You would not ping that address. See the section "TCP/IP" in Chapter 15, "Networking," for more information.

40. Your co-worker is having trouble tapping icons on his smartphone. What should you check first? ○ A. Screen orientation ○ B. Geotracking ○ C. Global positioning ○ D. Screen calibration

40. Answer D is correct. If a user has trouble tapping icons on a smartphone, tablet, or other touch-oriented device, you should check the screen calibration tool. This tool calibrates the screen properly when you place the device down on a flat surface with its face up. The calibration could have been put off center due to a user's settings, new programs, an update to the OS, and so on. Screen orientation is the way that the screen is displayed to the user: for example horizontal or vertical, depending on how the device is held. Geotracking is the identification of users from their location; the geotracking information might be used to aid in searching and for marketing purposes. Global positioning refers to locating users by their device. It is used by GPS and other applications that require an actual location of the users. See the section titled "Mobile Hardware and Operating Systems" in Chapter 17, "Mobile Devices," for more information.

41. At one of your customer's locations, two users share the same Windows 7 computer. The first user creates a document intended to be used by both users and then logs off the computer. The second user logs on and types the name of the document in the Start menu but the document cannot be found. What is the problem? ○ A. The document is locked. ○ B. The document is set to hidden. ○ C. The document is owned by the first user. ○ D. The document is encrypted.

41. Answer C is correct. The problem in this scenario is that the document is owned by the first user. By default, files created under one user account cannot be seen by another user account. For the second user to see the file, the user needs to become an owner or needs to be given permissions to the file. In this scenario the user never locked, hid, or encrypted the document in any way; this is simply a default security precaution that is built into Windows. See the section titled "Windows Security" in Chapter 16, "Security," for more information.

42. You receive a message in Windows XP that warns you of a memory-read error. What should you do to fix this? ○ A. Reseat or replace RAM modules. ○ B. Change the memory settings in the BIOS. ○ C. Replace the hard drive. ○ D. Remove any USB flash drives.

42. Answer A is correct. Windows XP might give memory read errors when RAM cannot be read from properly. If it is definitely a RAM error and not an OS issue; the best thing to try is to reseat and/or replace the RAM. While you're there you can try using compressed air on the RAM and the RAM slots to remove any dust that has accumulated over time. Other similar errors in Windows such as The Memory Could Not Be Read could be an issue with the OS reading from the hard drive and may require an update of the service pack. Generally, if the BIOS memory settings are not correct, the system will not boot and will give memory errors during POST. Because this is an issue related directly to RAM, you do not want to replace the hard drive. Most likely, a USB flash drive will not give a memory error; regardless, simply removing the USB flash drive will not fix the problem. See the section titled "Installing and Troubleshooting DRAM" in Chapter 4, "RAM," for more information.

43. Which component is usually removed to access a laptop's motherboard and other internal components? ○ A. Display ○ B. Bezel ○ C. Keyboard ○ D. Battery

43. Answer C is correct. The keyboard is the component usually removed to access a laptop's motherboard and other internal components. The bezel is not a component of the laptop; it is usually a piece of plastic, but a bezel might need to be removed to get access to the keyboard. However, removing the bezel does not give access to any internal components. A separate bezel usually must be removed to get at the display, and although you may need to remove the display to get at a few components such as the inverter, it is not as common to remove the display as it is to remove the keyboard. Generally, the battery is on the bottom of the laptop, and is part of the frame; removing it gives no access to internal components. See the section titled "Installing, Configuring, and Troubleshooting Internal Laptop Components" in Chapter 7, "Laptops," for more information.

44. A user tells you that her Windows 7 laptop does not display a picture when it is connected to a projector. However, there is a picture on the laptop's screen. What is the most likely cause? ○ A. Windows 7 does not support multiple displays on laptops. ○ B. The Windows 7 video driver is missing. ○ C. The presentation resolution is too big. ○ D. The laptop external display setting has been turned off.

44. Answer D is correct. If you can see the display on the main laptop screen, but not on a projector, then the laptop external display setting has most likely been turned off. Most laptops come with a toggle button (or alternative display switch) that enables you to switch between the laptop screen, external display, or both. Windows 7 definitely supports multiple displays on PCs and laptops. This is known as Multiple Monitor and DualView. Even if the video driver were missing (which is unlikely on a Windows 7 laptop) the laptop would still display video at a basic resolution on the laptop screen and a projector. By default, presentations are usually at a 640×480 resolution; this is done on purpose so that the presentation can be displayed by just about any system or projector. See the section titled "Installing, Configuring, and Troubleshooting Visible Laptop Components" in Chapter 7, "Laptops," for more information.

45. A co-worker attempts to run an old program on his Windows 7 computer. The program briefly opens, but then it closes immediately. What can you do to enable the program to run correctly? ○ A. Run the program in Windows Compatibility mode. ○ B. Run the program from the Command Prompt. ○ C. Run the program inside a virtual machine. ○ D. Run the program from another computer.

45. Answer A is correct. Older programs might not be compatible with Windows 7. To make them compatible you would use Windows Compatibility mode by running the Program Compatibility Wizard from within Control Panel > Programs in Windows 7. It doesn't matter if you run the older program in the GUI or in the Command Prompt; it will fail either way. A virtual machine might work, but there are several factors involved, including the need to run an older OS within the virtual machine. Regardless, this is a time-consuming solution, whereas Windows Compatibility mode can be set up much faster. Your co-worker will not want to run the program from another computer; this is not a valid solution. See the section titled "System Tools and Utilities" in Chapter 9, "Configuring Windows," for more information.

46. What color do EFS files display in by default? ○ A. Blue ○ B. Black ○ C. Green ○ D. Red

46. Answer C is correct. The Encrypting File System (EFS) is the Windows built-in file encryption standard. EFS filenames display in green by default. This means that the individual file has been encrypted from within the properties page in Windows. This is done so that other users cannot read the file. Compressed files show up in blue. Color assignments for encrypted and compressed files can be removed in Windows by accessing Folder Options > View tab. Regular files are shown in black. Red files are ones that can be accessed only by Windows. See the section titled "Windows Security" in Chapter 16, "Security," for more information.

47. You want to create a spanned volume over two hard drives that are separate from the system volume of a Windows 7 workstation. What tool can help you determine if the hard drives can support spanned volumes? ○ A. Disk Management ○ B. Task Manager ○ C. Device Manager ○ D. System Information

47. Answer A is correct. The Disk Management tool can determine if hard drives support spanned volumes. A spanned volume in Windows 7 is a volume that extends across 2 or more dynamic disks (up to 32) but not including the startup disk. In this case, you should most likely create a spanned volume because the requirements have been met. The Disk Management tool (located in Computer Management) is where you can initialize disks, create and format partitions and volumes, and assign drive letters. The Task Manager shows the performance of a computer's CPU and RAM and displays the programs/processes currently running. Device Manager is used to configure devices, update drivers, and view device settings. The System Information tool is similar to the Device Manager, but you cannot make changes; this tool also shows information about the software environment. See the section titled "Files, File Systems, and Disks" in Chapter 9, "Configuring Windows," for more information.

48. What is another name for a mirrored set? ○ A. RAID 0 ○ B. RAID 1 ○ C. RAID 5 ○ D. RAID 6

48. Answer B is correct. RAID 1 is another name for a mirrored set. In a RAID 1 array, two hard drives are mirrored, meaning that an exact copy of the all data is written to each drive. If one fails, there is no down time because the other takes over immediately. This means that it is fault tolerant. RAID 0 is known as striping; the data is striped among two or more disks for speed; it is not fault tolerant. RAID 5 is striping with parity, a fault tolerant method that stripes data and parity information across three or more disks. RAID 6 is similar to RAID 5 but adds a parity block, plus it requires four disks minimum. Both RAID 5 and RAID 6 are fault tolerant. See the section titled "Files, File Systems, and Disks" in Chapter 9, "Configuring Windows," for more information.

49. What would you replace in a laser printer if you see ghosted images? ○ A. Fuser ○ B. Cartridge ○ C. Drum ○ D. Printhead

49. Answer C is correct. Ghosted images often mean that the print drum of a laser printer needs to be replaced. Perhaps the drum cannot hold a charge any longer, causing an ineffective joining of toner to the drum, and ultimately leading to ghosted images. If the fuser fails you might see a blank line on the edge of each printed paper, or perhaps the toner will not dry properly. If the toner cartridge fails, you would either see blank printed pages, or perhaps lines and smearing. Printheads are found in inkjet and impact printers, but not laser printers. See the section titled "Installing, Configuring, and Troubleshooting Printers" in Chapter 14, "Printers," for more information.

5. How would you secure a smartphone and its data? (Select the two best answers.) ○ A. Passcode lock ○ B. Bluetooth ○ C. SSID ○ D. GPS tracking ○ E. Remote wipe

5. Answers A and E are correct. Passcode locks and remote wipe are effective ways to secure a smartphone and its data. The passcode (usually a 4-to-8-digit number) stops the average person from accessing the phone unless he knows the code. Remote wipe allows the owner to remove any and all confidential data on the phone from a remote location if the phone is stolen. Both of these are good ways to secure a smartphone. You might also consider encryption and document passwords.

50. Of the following ways to manipulate a file, which can retain the file's NTFS permissions? ○ A. Moving the file to another NTFS volume ○ B. Copying the file to another FAT32 volume ○ C. Moving the file to a new location on the same volume ○ D. Copying the file to a new location on the same volume

50. Answer C is correct. Basically, the only way a file can retain its NTFS permissions is if the file is moved to a new location on the same volume. Moving it to any other volume and copying it anywhere can create new NTFS permissions for that newly moved or copied file. These permissions are taken by default from the parent folder. See the section titled "Windows Security" in Chapter 16, "Security," for more information

51. A customer's computer states that USB 3.0 devices are running at USB 2.0 speed. There is no kind of external USB hub. You test the devices on your computer, and they run at USB 3.0 speed. What should you do to provide USB 3.0 functionality for the customer? ○ A. Replace USB 2.0 cables with USB 3.0 cables. ○ B. Install a USB 3.0 firmware update to the motherboard. ○ C. Install an external USB 3.0 hub. ○ D. Upgrade the customer to IEEE 1394a.

51. Answer B is correct. In this scenario you should install the USB 3.0 firmware update to the motherboard. If the motherboard supports USB 3.0, you might need to flash the BIOS to accomplish this. Motherboard firmware updates can fix several different USB issues, yet another reason to always check for new flash updates. If the device and cable work at USB 3.0 speed (5 Gbps) on your computer, then no cables should have to be replaced. Try to fix the problem with an update before incurring the expense of an external USB hub; extra expenses are often not necessary. Your goal here is to take what the customers have and make it work to their expectations. New devices such as external USB hubs or IEEE 1394a devices take time to order and install, and might not be within the budget. Plus, IEEE 1394a transfers less data (400 Mbps). See the section titled "Input/Output Devices and Peripherals" in Chapter 13, "Peripherals and Custom Computing," for more information.

52. A user can no longer print from their computer to the default printer. You can print a test page from the printer, and the printer's queue shows that the job is ready to print. What should you do to resolve the situation? ○ A. Delete the job and resubmit it. ○ B. Reinstall the print drivers. ○ C. Reset the printer. ○ D. Restart the printer spooler service.

52. Answer D is correct. If the user could print to the printer previously, and the job is just sitting in the print queue, you should most likely restart the printer spooler service at the user's computer. This can be done in the GUI of Windows within Computer Management > Services and Applications > Services, or by typing net stop spooler and net start spooler in the Command Prompt. Deleting the job and resubmitting it will probably have the same effect, and you will have to restart the spooler anyway. Printer drivers are not the cause of a stalled print job. Resetting the physical printer will not help; the job will still be sitting in the user computer's print queue. See the section titled "Installing, Configuring, and Troubleshooting Printers" in Chapter 14, "Printers," for more information.

53. You just installed a new computer for a customer who complains that there is an odor near the power supply when it is turned on. What should you do? ○ A. Replace the power supply. ○ B. Unplug the computer and contact the manufacturer. ○ C. Use compressed air to flush the odor from the power supply. ○ D. Run the computer for 48 hours and disregard if the odor goes away.

53. Answer D is correct. Power supplies have a burn-in period in which certain oils and residue will burn off while the power supply is on. This period is generally 24 to 48 hours. If the odor goes away within 48 hours, disregard the odor as normal; explain this to the customer as well. It is premature to replace the power supply because the current one works fine and hasn't completed its burn-in period yet. Contacting the manufacturer would simply elicit the same response: The power supply will smell slightly during the burn-in period. Usually, you do not want to use compressed air on a power supply, especially as the power supply gets older, it would just serve to push dust and dirt further into the power supply. However, if people want to use some kind of air freshener to mask the odor, just ask that they don't spray it into or near the power supply—or the entire computer for that matter! See the section titled "Power Supplies" in Chapter 5, "Power," for more information.

54. You just installed front panel USB ports that are not functioning properly. However, the ports on the back of the computer work fine. What should you do first? ○ A. Check the USB rear panel pinouts to verify that the ports are wired as per manufacturer instructions. ○ B. Check the Device Manager for any alerts or question marks over USB-related devices. ○ C. Test the voltage output of each USB port with a multimeter. ○ D. Make sure that any USB devices are not drawing too much power from the ports.

54. Answer B is correct. You should check the Device Manager for any alerts or question marks over USB-related devices. This can tell you if there are any problems with USB devices or USB ports. There's no point to check the rear panel pinouts because those function properly. It's the new front panel USB ports that you are concerned with. Regardless, if the USB ports are part of the motherboard, which they most likely are, they should in all likelihood be wired correctly. You could test the voltage output of each USB port; for example, if you want to compare the front and rear ports, but this should be done after checking the Device Manager. Most of the time, USB devices should not draw too much power from a USB port; the ports and the devices should be manufactured according to the same USB specifications. See the section titled "Input/Output Devices and Peripherals" in Chapter 13, "Peripherals and Custom Computing," for more information.

55. Which of the following programs are commonly found on a smartphone? (Select the three best answers.) ○ A. E-mail programs ○ B. Microsoft Word ○ C. Visual Basic ○ D. Contacts programs ○ E. Texting programs

55. Answers A, D, and E are correct. Common applications found on a smartphone include e-mail programs, contacts programs, and texting programs. Though Microsoft Office could become more of a reality for smartphones in the future, as of the writing of this book, it is less likely to find Microsoft Word or Microsoft Visual Basic installed on them. These programs are more likely to be found on a PC, which shows one of the main distinctions between mobile devices and PCs. See the section titled "Mobile Hardware and Operating Systems" in Chapter 17, "Mobile Devices," for more information.

56. Which of the following could be defined as standing behind a person at a desk attempting to view confidential information? ○ A. Root Kit ○ B. Phishing ○ C. Shoulder Surfing ○ D. Tailgating

56. Answer C is correct. Shoulder surfing is when a person attempts to find confidential information by standing behind a user at a desk and looking over their shoulder. A rootkit is a type of malicious software installed by an attacker with administrative access; it hides the existence of certain processes or programs. Phishing is when a person attempts to get confidential information from an unsuspecting target by way of e-mail. Tailgating is when an unauthorized person attempts to enter a secure area by following an authorized person into that area. See the section titled "Security Threats and Prevention" in Chapter 16, "Security," for more information.

57. A customer reports to you that he cannot access the company FTP site. He says that he is using the IP address given to him: 86200.43.118. What is most likely the problem? ○ A. Port 21 is blocked. ○ B. This is an invalid IP address. ○ C. The FTP site is down. ○ D. The FTP program is not working.

57. Answer B is correct. The most likely answer is that the IP address is invalid. If what the customer is telling you is what he is actually typing in, then it is an invalid IP address. 86200.43.118 is missing a dot, and the IP address should actually be 86.200.43.118. This is more likely than the other three answers. Though the FTP program could be configured improperly, it is more likely that user error is the culprit here. A company's servers will rarely go down (hopefully), and the FTP server would usually not block port 21 because that is the default FTP port, and blocking it would block all traffic to the FTP server! See the section titled "TCP/IP" in Chapter 15, "Networking," for more information.

58. You just installed a second SATA hard drive into a Windows 7 computer. The computer boots normally, but you cannot locate the second drive in Windows Explorer. What is the problem? (Select the two best answers.) ○ A. The hard drive was formatted as FAT32. ○ B. The hard drive must be partitioned. ○ C. The hard drive was formatted as NTFS. ○ D. The hard drive must be assigned a drive letter. ○ E. The hard drive is not compatible with Windows 7.

58. Answers B and D are correct. When you install a second hard drive into a Windows computer, you will not automatically see it in Windows Explorer or Computer. That is because it first needs to be initialized, then partitioned, then formatted, and assigned a drive letter. A new SATA hard drive will not be partitioned or preformatted when you purchase it. It is best partitioned with NTFS. Almost every SATA drive will be compatible with Windows 7. See the section titled "Files, File Systems and Disks" in Chapter 9, "Configuring Windows," for more information.

59. You configured a customer's router to automatically assign only 5 IP addresses in an attempt to make the network more secure. Now you notice that the wireless printer is intermittently losing connections when there are multiple users on the wireless network. What is the best solution? ○ A. Increase the wireless router IP lease times. ○ B. Install another access point. ○ C. Configure the printer to use a static IP address. ○ D. Configure the printer for DHCP.

59. Answer C is correct. If the wireless printer is losing connections when there are multiple users on the network, then it is probably because there aren't enough automatically assigned IP addresses to go around. You should configure the printer to use a static IP address, instead of receiving one dynamically from the router. This address will be permanent and should fix the problem. Often, companies insist that printers (as well as routers, switches, and servers) always get a static address to avoid problems of this sort. Increasing the IP lease times might work; it might not. When multiple users attempt to get on the wireless network, someone is going to lose out; it might be a person at a laptop, or it might be the printer or other device, so this is not a permanent solution. Another access point might increase your wireless coverage, but it will do nothing for your IP issue. The whole problem here was that the printer was configured for DHCP; it was obtaining its IP address automatically from the DHCP server within the router. By changing it to static, it doesn't have to compete for the five dynamically assigned IPs. See the section titled "Troubleshooting Networks" in Chapter 15, "Networking," for more information.

6. Your customer has a computer (called comp112) that has been infected by a worm. The worm has propagated to at least 30 other computers on the network. What should you do first before attempting to remove the worm from the computer named comp112? ○ A. Log the user off the system. ○ B. Boot the system in Safe Mode. ○ C. Run a full virus scan. ○ D. Disconnect the network cable from the computer.

6. Answer D is correct. Before you do anything else, disconnect the network cable from the computer, in this case comp112. This can help to isolate the problem. You might also decide to disconnect the network cables from any other systems that were infected by this worm. Sometimes, it is easier to do this at the server room. After the network cable is disconnected, the computer should be shut down (which will log off the user anyway) and rebooted into Safe Mode. Then, the worm should be isolated and quarantined. Finally, a full virus scan should be run. This of course is just a quick example; you probably need to do more to resolve this problem on all computers concerned. See the section "Security Threats and Prevention" in Chapter 16, "Security" for more information.

60. What kinds of data would people commonly synchronize from their mobile device to their PC? (Select the three best answers.) ○ A. Call history ○ B. Contacts ○ C. Music ○ D. E-mail ○ E. GPS tracking

60. Answers B, C, and D are correct. Some of the data types that a person would commonly synchronize from their mobile device to their PC include contacts, music, and e-mail, as well as programs, pictures, and videos. Call history will usually not be synchronized because the PC will probably not have a compatible phone application installed. GPS tracking is usually not necessary on a PC either because PCs are fairly stationary. Data and programs can be synchronized from the mobile device to the PC by connecting them with a USB cable and utilizing the corresponding synchronization program that comes with, or can be downloaded for, the mobile device. See the section titled "Mobile Networking and Synchronization" in Chapter 17, "Mobile Devices," for more information.

61. A co-worker suspects that the AC voltage supplied to a PC power supply is flawed. What tool should be used to confirm this suspicion? ○ A. Oscilloscope ○ B. Cable tester ○ C. Multimeter ○ D. PSU tester

61. Answer C is correct. If a person suspects that the AC voltage coming from an outlet is flawed in some way, the outlet should be tested with a multimeter. This tool can tell you the exact voltage that is supplied and can tell you if the outlet is wired correctly (which can also be found out by using a receptacle tester.) The multimeter can verify suspicions of dirty power, over- and under-voltage. It is a portable device that is easy to use in these scenarios. An oscilloscope on the other hand is far less portable and is used more commonly at a PC repair bench to test electronics. The answer "cable tester" is rather vague; what kind of cable tester are we referring to? A network cable tester? An electrical cable tester? It's unknown. Regardless, you wouldn't want any kind of cable tester in this scenario; the multimeter is the best answer. By the way: Vague answers are usually not correct answers! A PSU tester is a power supply unit tester. But the problem isn't the power supply; it's the AC power being fed to the power supply, so the PSU doesn't need to be tested. If it did need to be tested, a multimeter could also be used if a PSU tester is not available. See the section titled "Understanding and Testing Power" in Chapter 5, "Power," for more information.

62. Your boss wants to transfer data to an external hard drive capable of data transfer rates as high as 600 Mbps. Which of the following has the fastest transfer rate? ○ A. USB 1.1 ○ B. Cable Internet ○ C. USB 2.0 ○ D. IEEE 1394b

62. Answer D is correct. The fastest transfer rate goes to IEEE 1394b. USB 1.1 sends information at 12 Mbps. USB 2.0 sends at 480 Mbps. IEEE 1394b sends data at 800 Mbps, which meets the requirements of the scenario. Cable Internet usually has a maximum capped speed of 20 Mbps, possibly less. Plus, you wouldn't connect an external hard drive to your cable Internet connection. It requires either USB, IEEE 1394, eSATA, or SCSI. See the section titled "Input/Output Devices and Peripherals" in Chapter 13, "Peripherals and Custom Computing," for more information.

63. Which versions of Windows offer offline files and folders? (Select the two best answers.) ○ A. Windows XP Home ○ B. Windows 7 Ultimate ○ C. Windows Vista Home Premium 64-bit ○ D. Windows XP Professional ○ E. Windows 7 Home Premium

63. Answers B and D are correct. Offline files and folders can be used in Windows 7 Professional and Ultimate, Windows Vista Business and Ultimate, and Windows XP Professional. Other versions such as Starter, Home, and Home Premium don't offer this functionality, regardless of whether they are 32 bit or 64 bit. See the sections titled "Installing and Upgrading to Windows 7" and "Installing and Upgrading to Windows XP" in Chapter 8, "Installing and Upgrading Windows," for more information.

64. You want to utilize the NET command to tell you how many Server Message Blocks (SMB) were received by the workstation service. Which NET command should you use? ○ A. View ○ B. Statistics ○ C. Stop ○ D. Use

64. Answer B is correct. The NET statistics command (more accurately, the net statistics workstation command) shows bytes received, SMBs sent and received, network errors, and lots more. In Windows 7, typing the net group command elicits a response that says the command can be used only on a domain controller; it is used to make modifications to groups of users. Net view shows the other computers on the local area network. Net stop is used to stop a service such as the print spooler. See the section titled "Troubleshooting Networks" in Chapter 15, "Networking," for more information.

65. You boot Windows 7 and see the error message One or More Services Failed to Start. What methods can you use to view the status of services on the computer? (Select the two best answers.) ○ A. Right-click Computer, and select Manage from the menu. ○ B. Click Start > Control Panel > System. ○ C. Click Start > Control Panel > Administrative Tools. ○ D. Right-click the Desktop, and select Personalize from the menu. ○ E. Right-click Computer, and select Properties from the menu.

65. Answers A and C are correct. To see the status of services, you need to access Computer Management > Services and Applications > Services. Computer Management can be accessed either by right-clicking Computer and selecting Manage, or by accessing Administrative Tools from the Start menu. You can also access the Run prompt and type services.msc to be brought directly to the Services window. System shows the system properties such as type of operating system, Windows activation, and advanced settings. Right-clicking the desktop and selecting Personalize allows you to change the display themes. Right-clicking Computer and selecting Properties also brings you to the System window; it is an alternative way instead of using the Control Panel. See the section titled "System Tools and Utilities" in Chapter 9, "Configuring Windows," for more information.

66. What is a difference between a domain and a workgroup? ○ A. A workgroup has a domain controller. ○ B. A domain is meant for 10 computers or less. ○ C. A workgroup has 20 or more computers. ○ D. A domain is controlled by a server.

66. Answer D is correct. One of the differences between a domain and a workgroup is that a domain is controlled by a server. This server is known as a domain controller. Windows Server 2008, 2003, or 2000 is necessary to have a domain controller. Workgroups do not have domain controllers; they are peer-to-peer (P2P) networks, with no controlling server. Domains are meant for larger networks—hundreds, even thousands, of computers. Workgroups are usually smaller than domains, less than 20 computers. In a workgroup a maximum of only 10 computers can access a particular resource at the same time. If you require more computers to access any resource at the same time, then you need a domain. See the section titled "System Tools and Utilities" in Chapter 9, "Configuring Windows," for more information.

67. How can you ensure that all external traffic to your website is directed through a firewall to the right computer? ○ A. Configure port forwarding. ○ B. List in the exceptions the IP address of the local website. ○ C. Configure NAT. ○ D. Configure all interior traffic appropriately.

67. Answer A is correct. In this scenario, your organization is running a web server on the LAN. Your job is to make sure that all clients outside your network on the Internet that are attempting to access the web server can do so. You must configure port forwarding for this to work. The HTTP requests, and/or whatever port the clients use to access the web server (perhaps 80, but not necessarily), should be forwarded to the IP address and port of the web server on your network. Exceptions are meant to allow certain computers access in or out of the firewall, but this would give the external clients too much access. You want to streamline this so that the external traffic is all directed to your web server, and port forwarding is the best way to do this. NAT stands for Network Address Translation and is used to match up the private IP address numbers of your internal computers to the external public IPs they attempt to connect to; it protects the private IP identity of the internal computers. However, it's actually not the interior traffic you are concerned with. Instead, you are concerned with the external traffic trying to get in to your network and visit your web server, and the web server only. See the section titled "SOHO Windows Networking" in Chapter 15, "Networking," for more information.

68. Which command is the best option for verifying that the protected system files in Windows 7 are correct? ○ A. DISKPART ○ B. SFC ○ C. SCANDISK ○ D. FIXMBR

68. Answer B is correct. System File Checker (SFC) is the best option in this scenario. It checks, and if necessary, fixes system files in Windows 7 and earlier versions of Windows. DISKPART is the command-line partitioning tool, the counterpart of the GUI version, Disk Management. SCANDISK is an older command-line tool used in previous versions of Windows. In Windows 7 the closest option would be CHKDSK. FIXMBR is a tool used in Windows XP to rewrite a faulty Master Boot Record (MBR). See the section titled "Command-Line Tools" in Chapter 11, "Troubleshooting Windows," for more information.

69. Which of the following is stored in the first sector of the hard drive? ○ A. Boot sector ○ B. Operating system ○ C. Master boot record ○ D. Master file table

69. Answer C is correct. The master boot record (MBR) is stored in the first sector of the hard drive. It is 512 bytes of data that is also considered to be the first sector, not just reside within it. In general, the first sector of a hard drive is referred to as a boot sector. There are two main types of boot sectors. For a hard drive that houses an operating system, the boot sector is known as the MBR sector. On the other hand, for hard drives that do not contain an operating system, the boot sector is known as a volume boot record (VBR). The first sector of a hard drive does not house the operating system; given the size of today's operating systems, that would be difficult to say the least! The master file table (MFT) stores metadata information about every file and folder for a given NTFS volume. The MFT information is stored in the beginning of the volume just after the boot sector. Often, a copy is also stored in the middle of the disk. See the section titled "Files, File Systems, and Disks" in Chapter 9, "Configuring Windows," for more information.

7. Which command should you use to find out the integrity of a hard drive? ○ A. CHKDSK ○ B. FDISK ○ C. FORMAT ○ D. IPCONFIG

7. Answer A is correct. CHKDSK is the best tool listed to determine the integrity of a hard drive. It can also check the disk surface for errors such as bad sectors and can repair some errors.

70. One of your customers tells you that her laptop LCD keeps getting darker the more she uses it even though she maximized the brightness using the function keys. What is the best solution? ○ A. Check and replace the video memory. ○ B. Check and replace the backlight. ○ C. Replace the LCD. ○ D. Replace the inverter.

70. Answer B is correct. If the LCD keeps getting darker even though the brightness is maximized, then the backlight probably needs to be replaced. LCD backlights work only for so many hours; you need to disassemble the LCD portion of the laptop to check if it is indeed the source of the problem and replace it if necessary. This is the best solution listed. However, you should always try the function keys just to make sure before going ahead and opening the laptop. Video memory does not affect the brightness; it affects the maximum resolution, colors, and frame rate that the LCD can display. For the LCD to be replaced, it would either have to be cracked or otherwise damaged, or not display anything at all. For the latter, you can connect an external monitor to make sure it is indeed the LCD that failed. In the case of inverter failure, the LCD would still show a faint display if you look carefully. Know how to troubleshoot for various failures including backlight, LCD, and inverter! See the section titled "Installing, Configuring, and Troubleshooting Internal Laptop Components" in Chapter 7, "Laptops," for more information.

71. You turn on a computer, and a blue screen appears with an error code. Where should you go to find out what this error code means? ○ A. Third-party website ○ B. OS manufacturer's website ○ C. Hardware manufacturer's website ○ D. Installation manual

71. Answer B is correct. A blue screen, or BSOD, is an error screen produced by Windows, so you should access the OS manufacturer's website: in this case Microsoft. Accessing third-party websites is not generally recommended and should be used only as a last resort because you never know exactly what kind of information you will get from those websites. The error code and the blue screen are not directly produced by the hardware, so you would not go to the hardware manufacturer's website. Installation manuals for operating systems usually do not go into this type of troubleshooting depth. However, manufacturers such as Microsoft have multiple websites that you can visit to figure out the problem such as Help and Support and the TechNet. In many cases you can even get support from them. See the section titled "Windows Tools and Errors" in Chapter 11, "Troubleshooting Windows," for more information.

72. What command repairs the bootmgr.exe file in Windows 7? ○ A. bootrec /fixboot ○ B. bootrec /fixmbr ○ C. bootrec /rebuildbcd ○ D. boot\bcd

72. Answer A is correct. bootrec /fixboot is one of the methods you can try to repair bootmgr.exe in Windows 7. Bootrec /fixmbr rewrites the master boot record in 7. Bootrec /rebuildbcd attempts to rebuild the boot configuration store, and boot\bcd is where the boot configuration store is located. See the section titled "Repair Environments and Boot Errors" in Chapter 11, "Troubleshooting Windows," for more information.

73. Which of the following allows you to make phone calls and transfer data from your smartphone without the need for additional programs? ○ A. Wi-Fi ○ B. Bluetooth ○ C. Cable Internet ○ D. GSM

73. Answer D is correct. Global System for Mobile Communications (GSM) is the default for making phone calls and transferring data via the Internet on a smartphone. As long as the phone has a signal, it can do both simultaneously. Wi-Fi is usually a better, faster option for transferring data; however, phone calls through Wi-Fi would require additional software (such as Skype) or additional hardware. Bluetooth is primarily used to connect peripherals to the phone such as headsets or mobile printers. It can be "configured" to connect to the Internet through a PC or in other ways, but it cannot make voice calls. You might indirectly use cable Internet from your smartphone via a wireless network, which allows you to transfer data, but it does not allow voice calls without additional software/hardware. Be sure to know the various ways a mobile device can connect to the Internet and make voice calls for the exam. See the section titled "Mobile Networking and Synchronization" in Chapter 17, "Mobile Devices," for more information.

74. A customer complains that they can only view their tablet vertically, and that it won't display horizontally. What is the problem? ○ A. Screen calibration ○ B. Screen orientation ○ C. Geotracking ○ D. The touchscreen needs to be replaced

74. Answer B is correct. If the screen can be viewed only in the vertical position, and doesn't automatically shift to horizontal when the tablet is rotated, then the screen orientation needs to be reconfigured. This can be done within the main display menu of most devices. It may prompt you to place the tablet on a flat surface so that the gyroscope can be reconfigured. Screen calibration deals with how and where icons are tapped on the screen. Some devices configure the screen calibration and the orientation in one step. Geotracking is the identification of users from their location. Try reconfiguring the device's screen orientation before even considering a costly and time-consuming touchscreen replacement. See the section titled "Mobile Hardware and Operating Systems" in Chapter 17, "Mobile Devices," for more information.

75. A co-worker tells you that his Windows 7 computer is making noise constantly. You look at the computer and note that the hard drive activity light is frequently on. You also note that there is plenty of free space on the drive's only partition. Of the following, which best explains why the drive light is continuously active? ○ A. Page file issue ○ B. Too many documents on the partition ○ C. Drive needs a new SATA connector ○ D. Fragmented hard drive

75. Answer D is correct. If the hard drive is constantly accessed (and as a result makes a good deal of noise), and the activity light is frequently on, these are good signs that the drive is fragmented. You need to run the Windows Disk Defragmenter, located in Start > All Programs > Accessories > System Tools. This can analyze the disk and tell you if the partition is indeed fragmented and continues with the defragmentation if you authorize it. The page file deals with information transferred between RAM and the hard drive. Page file issues often hang Windows; the page file usually fails altogether if there is a problem. In the scenario, you noted that there is plenty of free space on the hard drive's partition, so there can't be too many documents. However, if there was a full drive, it could become more difficult to defragment. The Windows Disk Defragmenter program requires 15% free space to work. If you have less than this, you must run a defrag -f in the command line. SATA connectors rarely fail, and if they do, then the hard drive would become inaccessible. In this case, if this were the only drive in the computer, the system would not boot to the operating system. See the section titled "Maintaining Hard Disks" in Chapter 10, "Maintaining Windows," for more information.

76. All the printouts from a printer are displaying a random mix of letters, numbers, symbols, and in general, gibberish. What is the most likely cause of this problem? ○ A. There is an incorrect print driver. ○ B. The toner cartridge needs to be replaced. ○ C. The print spooler needs to be restarted. ○ D. The print drum needs to be replaced

76. Answer A is correct. Strange cryptic printouts or printouts with gibberish usually mean that the print driver is incorrect. Remember that you need to use the exact printer driver for the printer model—close doesn't cut it! To avoid this garbage printout, download the correct printer driver from the manufacturer's website. If the toner cartridge needs to be replaced, the text and images would look mostly normal, but might be lighter, or have certain areas missing. The print spooler needs to be restarted when jobs are stuck in the queue and won't print. The print drum might need to be replaced if you encounter a ghosted image. See the section titled "Installing, Configuring, and Troubleshooting Printers" in Chapter 14, "Printers," for more information.

77. You are working on a PC that runs fine for close to an hour but then shuts down automatically. Which should you check first? ○ A. Hard disk drive ○ B. Power supply voltages ○ C. CPU fan ○ D. Optical drive

77. Answer C is correct. Unexpected shutdowns that occur after the computer has been running for some time could be hardware- or software-based; if hardware, the CPU fan is probably the perpetrator. If the CPU fan fails, or is not connected or otherwise properly installed, the CPU will overheat. Most computer systems' BIOS monitors the temperature and shuts down the system if it hits a certain threshold; often this is accompanied by a system beep. If the problem is software-related, the troubleshooting will go further; the cause could be malware or a stop error, for example. However, that is not the basis of this question. The hard disk drives and optical drives will not cause the PC to simply shut down in a fatal manner. However, the power supply could be delivering faulty power. It is less likely to cause a shutdown, but the power supply voltages could be checked after you first check the CPU fan. See the section titled "Installing and Troubleshooting CPUs" in Chapter 3, "The CPU," for more information.

78. A user tells you that her computer worked fine until today when she heard a popping noise. Then, the computer shut down and couldn't be restarted. What should you check first? ○ A. Power supply ○ B. CPU ○ C. Hard disk drive ○ D. AC outlet

78. Answer A is correct. Popping noises are usually associated with the power supply. If the transformer (or other component) in the power supply fails, it could cause a popping sound accompanied by a burning smell. This causes the computer to shut down, and it cannot be rebooted because power can not be converted properly from AC to DC. The power supply would have to be tested with a PSU tester and most likely replaced. Though the CPU can cause the system to stop working if it overheats, it cannot cause a popping sound. Also, you could restart the computer in that case after it has cooled down, and the system would run for a short while. The hard disk drive should not cause a permanent shut down of the system. The power supply could have been affected by the AC outlet. After replacing the power supply, and before plugging the computer back in, you should test the AC outlet with a receptacle tester and/or multimeter, and if necessary have a licensed electrician check the circuit. See the section titled "Power Supplies" in Chapter 5, "Power," for more information.

79. Which tool would you use if you wanted to do a Startup Repair in Windows 7? ○ A. Safe Mode ○ B. Recovery Console ○ C. WinRE ○ D. System Image Recovery

79. Answer C is correct. Startup Repair is part of WinRE (short for Windows Recovery Environment, also known as System Recovery Options). It starts automatically if Windows detects a startup problem but can be accessed through WinRE by booting to the OS installation disc, or to a special WinRE partition on the hard drive. Other options in WinRe include System Restore, System Image Recovery, and the Command Prompt. The Recovery Console is the predecessor to the WinRE Command Prompt; it is used in Windows XP/2000. See the section titled "Repair Environments and Boot Errors" in Chapter 11, "Troubleshooting Windows," for more information.

8. Your boss asks you to find a list of routers along a given path through multiple networks. What command can help you? ○ A. PING ○ B. IPCONFIG ○ C. TRACERT ○ D. NSLOOKUP

8. Answer C is correct. The trace route (TRACERT) program displays a list of routers along a path that starts at the local computer and ends at the requested destination. For example, tracert davidlprowse.com would show all network routers between the computer initiating the trace and the final destination: the web server that hosts the davidlprowse.com website.

80. Which command would you use to display the contents of C:\Windows\System32\? ○ A. NET ○ B. CD ○ C. System Information Tool ○ D. DIR

80. Answer D is correct. The DIR command shows the contents of a folder or directory within the command line. For example, if you were within the System32 folder, you could just type DIR to display its contents. If you were in any other folder, you would type DIR C:\Windows\System32. But be prepared to use the /p switch because there will be a lot of results! The NET command has many uses, for example: net stop spooler, to stop the print spooler; net use, to map network drives, and so on. CD stands for change directory. Within the command line it enables you to move from one directory to any other directory in the tree. The System Information Tool displays details about hardware resources, components, and the software environment. See the section titled "Files, File Systems and Disks" in Chapter 9, "Configuring Windows," for more information.

81. Instead of incurring the expense of new computers, a customer of yours is trying to keep its Windows XP systems. The customer asks you to install 250 GB drives to each system. You do so, but a few of the systems recognize only 137 GB during usage. What is the problem? ○ A. Some of the hard drives are defective and need to be returned. ○ B. Windows XP does not support hard drives larger than 137 GB. ○ C. Service Pack 1 has not been installed. ○ D. The hard drive jumpers are not set properly.

81. Answer C is correct. By default, Windows XP recognizes only 137 GB as a maximum. However, Service Pack 1 (SP1) uses 48-bit Logical Block Addressing (LBA) that enables XP to see larger drives. Apparently in this scenario, not all Windows XP computers were updated to the latest service pack. It is important that all computers on a network be updated to the latest service pack so that they can take full advantage of hardware and software, as well as networking and security features, and so that they are all compatible with each other. The hard drives are most likely not defective; plus, it is rare that you will get multiple defective hard drives in a single batch. SATA hard drives do not use jumpers. IDE drives still use jumpers, but only to configure master and slave options; they have no bearing on the storage space that can be recognized by Windows XP. See the section titled "Updating Windows" in Chapter 10, "Maintaining Windows," for more information.

82. A user tells you that his PC is making a strange noise. What is the most likely cause? ○ A. The CPU needs to be reseated. ○ B. A network cable is vibrating against the system case. ○ C. The thermal grease dried out and needs to be re-applied. ○ D. An internal wire is improperly routed and is hitting the CPU fan.

82. Answer D is correct. Strange noises from inside the computer can usually be attributed to a loose wire hitting a fan, often the CPU fan. Open the PC and reroute cables and wires away from the CPU fan, and any other fans. If the CPU needed to be reseated, the users would probably have a worse problem on their hands, such as the system won't boot properly. Network cables usually don't rest against the system case, but it is possible. Reroute network cables as well so that they are away from the system case, are stationary, and don't pose a trip hazard. If the thermal compound dries out (which might happen in dry environments) it could cause the CPU to overheat and cause a system shutdown but shouldn't make any noise. See the section titled "Installing and Troubleshooting CPUs" in Chapter 3, "The CPU," for more information.

83. You just finished removing malware from a customer's computer located in a small office, but the Internet browser cannot access any websites. What should you do first? ○ A. Reset the router. ○ B. Remove the browser proxy settings. ○ C. Reboot the computer. ○ D. Install the latest service pack.

83. Answer B is correct. You should remove any proxy settings that were placed there by the malware. This is done by malicious individuals so that the computer's browser becomes hijacked and is redirected to the website(s) of the attacker's choice. Legitimate proxy servers are used by larger companies, but usually not in small offices. So if you see a proxy setting in the browser of a small office, it is probably not justifiable. Resetting the router will not fix the problem because the issue is relegated to the local computer. Rebooting the computer will have no effect because the setting is saved in the OS. Installing the latest service pack is always a good idea if the computer is not up to date but will not help in this situation because SP updates do not rewrite browser settings. See the section titled "Security Threats and Prevention" in Chapter 16, "Security," for more information.

84. Which type of malware self-replicates? ○ A. Virus ○ B. Worm ○ C. Trojan ○ D. Spyware

84. Answer B is correct. A worm self-replicates. In most other ways it is similar to a virus. Both infect systems' files and are often transferred to a computer by e-mail or by removable media. A Trojan allows an attacker higher privileges than the owner and often is used to remotely control a computer without the user's consent. Spyware collects information about users without their consent when the users unwittingly download it through their browser. See the section titled "Security Threats and Prevention" in Chapter 16, "Security," for more information.

85. You are installing a wireless access point. What should you do first? ○ A. Disable DHCP. ○ B. Enable MAC filtering. ○ C. Change the default password. ○ D. Download and install the latest firmware.

85. Answer C is correct. Most wireless access points and routers have blank passwords, so you should change the password to something secure before you do anything else. Next, you should download the latest firmware. On some devices you might need to reset the password again after a firmware update. Usually, you want to use DHCP, but if you want to disable it for security purposes, you would do that next. Finally, enable MAC filtering so that only the computers you want can connect. Of course, those are not the only security precautions you can take; for more see the section titled "SOHO Security" in Chapter 16, "Security," for more information.

86. You need to find out which Windows OS is running on a computer. Which command should you use? ○ A. SET ○ B. VER ○ C. Device Manager ○ D. CMD

86. Answer B is correct. The VER command shows the version of Windows. However, it might be more cryptic than accessing the System window in the GUI. For example, the VER command when typed in a Windows 7 SP0 Command Prompt can result in the following: Microsoft Windows [Version 6.1.7600]. 6.1 is the actual version of Windows 7, whereas 7600 is the build number! The better option is to use the System window. Or you could use the systeminfo command in the Command Prompt, which gets a bit more in depth for this explanation—more on this in Chapter 11. The SET command shows, and allows you to modify, all the variables in the computer; for example, where the temp folders are located. The Device Manager is not a command; it is an application where you can configure hardware. CMD (cmd.exe) is the Command Prompt executable. See the section titled "Command-Line Tools" in Chapter 11, "Troubleshooting Windows," for more information.

87. Which version of Windows 7 includes BitLocker encryption? ○ A. Starter ○ B. Home Premium ○ C. Professional ○ D. Ultimate

87. Answer D is correct. BitLocker is included only in Windows 7 Ultimate and Enterprise editions, and Windows Vista Ultimate and Enterprise editions. Windows 7 Starter, Home Premium, and Professional, as well as Windows Vista Home Basic, Home Premium, and Business do not offer BitLocker. Neither does any version of Windows XP; though it and Vista can use the BitLocker To Go Reader download. See the section titled "Installing and Upgrading to Windows 7" in Chapter 8, "Installing and Upgrading Windows," for more information

88. One of your customers tries to log in to a bookmarked site but instead of seeing the website expected, the user is prompted for a Social Security number, mother's maiden name, and date of birth. What most likely occurred? ○ A. The browser was hijacked. ○ B. The customer's identity was stolen. ○ C. The website the user accessed has updated their security policies. ○ D. The user typed the wrong URL.

88. Answer A is correct. If the user gets prompted for confidential information instead of seeing the website he expected, then the browser was probably hijacked. You should temporarily install another browser program for the user until you can fully scan the system and remove any trace of hijacking and other forms of malware. You could also suggest virtual browsers to the user as another solution. The person's identity has not been stolen—yet. But if he types the asked for confidential information, it probably will be. Train your users never to give this information if possible, and tell them to realize that most companies will not ask for this type of information on their websites. If a website updates its security policies, the most that should happen is that you will get a pop-up notice about this. The user couldn't have typed the wrong URL because he connected to the website through a bookmark. See the section titled "Security Threats and Prevention" in Chapter 16, "Security," for more information.

89. A two-year-old inkjet printer just started printing faded and smeared pages. What is the best solution for this? ○ A. Reseat the print cartridges. ○ B. Use a lint-free cloth to clean the print heads. ○ C. Use compressed air on the print cartridges. ○ D. Run the printer's cleaning routine.

89. Answer: D is correct. The best solution is to run the printer's cleaning routine. Many newer inkjet printers have this; it might be run through software, or it might be run by pressing a sequence of buttons on the printer. If this doesn't work, a mixture of isopropyl alcohol and water can be conservatively applied to the bottom of the print cartridges to clean them. If neither of these methods work, then you should check if perhaps the print head is malfunctioning. Finally, new cartridges and/or a new print head would be the last course of action. A lint-free cloth is good to use on a display but is not a good idea here because the cloth will be ruined. Reseating the cartridges cannot fix the problem, and using compressed air will probably get ink all over the place. See the section titled "Installing, Configuring, and Troubleshooting Printers" in Chapter 14, "Printers," for more information.

9. Your customer's laptop's LCD is being scratched by the keyboard when the lid is closed. What would prevent this from happening? ○ A. Replace the rubber bumpers. ○ B. Replace the LCD hinges. ○ C. Replace the LCD panel. ○ D. Replace the keyboard.

9. Answer A is correct. You should replace the rubber bumpers. These can wear down over time or might become unstuck from the laptop. These bumpers create a space between the keyboard and the LCD; without them, the LCD can get scratched by the keyboard. If the laptop opens and closes okay, then there is no reason to replace the hinges, because they won't change how the screen is touching the keyboard.

90. A user tells you that the monitor resolution was changed and now the user does not see a display. What should you do first? ○ A. Go into the Display Properties. ○ B. Reseat the video card. ○ C. Boot into Safe Mode. ○ D. Reset the monitor.

90. Answer C is correct. The first thing you should do is reboot the system, press F8, and access Safe Mode because this will start the system with a basic set of drivers and a lower resolution. It could be that someone set the resolution too high, and the monitor cannot support it. This can be changed in Safe Mode or in the option: Enable Low-Resolution Video (640×480). If a display is not showing up on the monitor, then getting into the Display Properties is going to be a tough task. But you do want to access the video properties once in Safe Mode and lower that resolution to a level the monitor can support. If there were no video, even when booting into Safe Mode, then perhaps you would have to reseat the video card. In general, try to keep away from opening the computer unless absolutely necessary. Resetting the monitor from the OSD menu reconfigures the monitor settings back to the factory default but does not help if the resolution in the OS was changed to a level higher than the monitor supports. In these cases, when the monitor is not getting any usable signal, the LED light will probably be amber. See the section titled "The Video Subsystem" in Chapter 12, "Video and Audio," for more information.

91. You install a Windows 7 computer for a customer. They already have three Windows XP computers on a network. The new Windows 7 computer can ping the Windows XP computers, but the Windows XP computers cannot ping the Windows 7 computer. What is the reason for this? ○ A. The firewall is on. ○ B. The network cable is unplugged. ○ C. The operating systems are not compatible. ○ D. Windows updates need to be installed.

91. Answer A is correct. The Windows 7 computer probably has the firewall on; this is the default setting. This allows the Windows 7 computer to make contact with other systems but stops other computers from making inbound connections to it. If the network cable were unplugged, neither the Windows 7 system nor the Windows XP connections could connect to each other. The operating systems can coexist on the network, but remember to update all systems to their latest service packs for best compatibility. See the section titled "Windows Security" in Chapter 16, "Security," for more information.

92. You attempt to play audio from your Bluetooth-enabled smartphone to your Bluetooth-enabled Windows 7 computer, but you find that the phone cannot detect the computer. What will you do to solve this problem? ○ A. Install mobile phone synchronization software on the computer. ○ B. Place the phone in Bluetooth discovery mode. ○ C. Add the phone to a PAN. ○ D. Place the computer in Bluetooth discovery mode.

92. Answer D is correct. If the phone's Bluetooth application can't detect the computer, it probably means that the computer's Bluetooth device is not set to discoverable. The phone doesn't need to be set to discoverable unless you decide to use another Bluetooth device that relies on the phone, such as a Bluetooth headset. Mobile synchronization software allows you to move data back and forth between the computer and the smartphone but won't allow you to play music. A PAN is a personal area network used to connect multiple personal devices such as phones, tablets, PDAs, and so on. Bluetooth-enabled devices would be part of a wireless PAN, otherwise known as a piconet. See the section titled "Mobile Networking and Synchronization" in Chapter 17, "Mobile Devices," for more information.

93. A user tells you that after he upgraded a computer from Windows XP to Windows Vista, the Run option is no longer in the Start menu. What is the most likely reason for this? ○ A. Vista replaced the Run option with the PowerShell. ○ B. The registry is corrupt. ○ C. The user must be an administrator to see the Run option. ○ D. The run command is not displayed by default on the Start menu.

93. Answer D is correct. In Windows Vista and Windows 7, the Run command is not shown by default on the Start menu. It can be accessed by pressing the Windows+R keys. It can be permanently added to the Start menu by right-clicking the Taskbar and selecting Properties and enabling it. The Windows PowerShell is a more powerful version of the Command Prompt designed for systems administrators. If the registry were corrupt, you would probably get a message to that effect upon bootup of the computer. However, it is possible to remove components of Windows such as the Run command from within the registry, but that doesn't necessarily make the registry corrupt—perhaps the user who made the modification is corrupt, but not the registry in this case! You do not need to be an administrator to see or use the Run prompt. For all users, it is not displayed by default. See the section titled "Windows User Interfaces" in Chapter 9, "Configuring Windows," for more information.

94. Which of the following utilities is the fastest way to view the network adapter statistics? ○ A. Task Manager ○ B. System Information ○ C. Performance Monitor ○ D. Command Prompt

94. Answer A is correct. The Task Manager is the fastest way to view network adapter statistics; it has a Networking tab designed to give a quick real-time snapshot of the performance of the network adapter. System Information gives a lot of information and some statistics of the network adapter in a static fashion. Performance Monitor can give real-time statistics of the network adapter, but it would need to be configured to do so. The Command Prompt can give all kinds of statistics about the network adapter, but not in real-time, and any one command would probably take longer to run compared to simply opening the Task Manager and clicking the Networking tab. See the section titled "System Tools and Utilities" in Chapter 9, "Configuring Windows," for more information.

95. What is the best way to ensure that only certain computers can access your wireless network? ○ A. Disable the SSID. ○ B. Enable MAC filtering. ○ C. Change the SSID. ○ D. Change the default password.

95. Answer B is correct. The best way (of the listed answers) to ensure that only certain computers can access your wireless network would be to enable MAC filtering. In a "deny all except..." scenario, if the computer does not have one of the MAC addresses on the list, it will be denied access to the wireless network. Disabling and/or changing the SSID is a basic security measure, but computers can still connect to the wireless network manually as long as the person knows the name of the SSID. Changing the default password is important, but it governs only who has access to the firmware of the wireless access point, not who can connect to the wireless network. See the section titled "SOHO Security" in Chapter 16, "Security," for more information.

96. A customer wants to store their Windows 7 documents on a different drive than the default C drive location. How can this be accomplished? ○ A. Add a documents folder location in the folder's properties. ○ B. Add a program files folder location in the folder's properties. ○ C. Add a Windows files folder location in the folder's properties. ○ D. Add a system files folder location in the folder's properties.

96. Answer A is correct. A folder such as Documents in Windows 7 can be redirected to another location on a different partition or drive by right-clicking the Documents library and selecting Properties. From here you would add the new documents folder location. Afterward, any time the Documents library is clicked, it automatically redirects to the new folder. Program files, Windows files, and System files are expected to be in a certain location and are not redirected in this manner. See the section titled "Files, File Systems, and Disks" in Chapter 9, "Configuring Windows," for more information.

97. What state must a Windows 7 partition be in to allow the OS to boot? ○ A. Primary ○ B. Healthy ○ C. Active ○ D. Logical

97. Answer C is correct. For an OS to boot from a partition, that partition must be marked as active, which means that the computer can use the loader on that partition. A partition can be marked active within Disk Management. The system partition is automatically marked as active when an OS installation is complete. Primary refers to a type of partition on a hard drive—a "first" partition so to speak. You must have one of these before creating other types of partitions. Healthy means that the partition is formatted and ready to be used. Logical refers to logical drives—the divisions of an extended partition in which each get their own drive letter. See the section titled "Files, File Systems, and Disks" in Chapter 9, "Configuring Windows," for more information.

98. You are working as a technician for a data mining organization. You just moved files from one folder to another, but now you cannot open them. What should you do to regain access to the files? ○ A. Perform the file transfer again. ○ B. Take ownership of the files. ○ C. In Folder Options, select Show hidden files and folders. ○ D. Reboot the system, and the files will be accessible.

98. Answer B is correct. In this case you need to take ownership of the files. If you were moving files on a server, chances are that the folder you moved them to won't allow you access. Aside from taking ownership, you may also need permissions to open the files, if the files were moved to another partition or drive. Performing the transfer again simply provides the same result. The files are not hidden, you still can see them, just not access them. Rebooting the system does not fix the problem. Be sure to know where you are moving files to before you do so! See the section titled "Windows Security" in Chapter 16, "Security," for more information.

99. You are troubleshooting a Windows 7 computer that has you perplexed. Apparently, the computer has been showing strange behavior since the user of the system was given administrative privileges a month ago. What is the easiest way for you to return the computer to its last known good state of functionality? ○ A. When the system boots, press F8 and select Last Known Good Configuration. ○ B. Boot into Safe Mode and revoke the administrative rights. ○ C. Re-image the computer. ○ D. Perform a System Restore to the day before the user was given administrative rights.

99. Answer D is correct. The easiest way to get the computer to the last-known good state is to restore it to the day before the user was given the administrative rights because this is when the problematic behavior first began. Of course, there might not be a restore point on that day. So you would simply backtrack from that point in time until you find one. Pressing F8 and selecting Last Known Good Configuration cannot work because that option brings only the system back to the last successful login. Because the person has been logging on for a month, this cannot work. Revoking the user's administrative rights is not a viable option; the user needs to do her job. Plus it can't be done from Safe Mode. Re-imaging the computer might fix the problem, but at what cost! Data would have to be backed up, and a lot of time would be spent in the process. See the section titled "Windows Tools and Errors" in Chapter 11, "Troubleshooting Windows," for more information.

3. Which of the following is used by BitLocker to provide an encryption key and to protect data? (Select the best answer.) ○ A. TPM ○ B. CMOS ○ C. IRQ ○ D. AGP

Answer A is correct. A Trusted Platform Module (TPM) is used by BitLocker to provide an encryption key and to protect data. This module is normally located on the motherboard in the form of a chip. You can also use a USB drive to store the encryption key if the computer does not have a TPM chip.