Final Exam - CompTIA A+ Guide to Technical Support, 11e

Aiden is working at a satellite office for his company. He is asked to go offsite to deal with a Windows 10 computer that is not working properly. Aiden is unfamiliar with Windows 10, so he has difficulty finding the solution to the problem. He finds himself becoming frustrated and angry at the computer. What should Aiden do to help the situation? (Select all that apply.)

- Call his supervisor and ask for help. - Walk away from the problem and come back later. - Tell the user that he can't fix the computer and escalate the problem.

If a laptop's OEM recovery partition becomes corrupt, what can be done to restore it back to factory defaults? (Select all that apply.)

- Use the Windows recovery drive on a flash drive you created - Download recovery media from the manufacturer's website

A Windows user cannot remember how to structure the shutdown command to perform a reboot instead of a shutdown. Which of the following will assist the user? (Select all that apply.)

- reboot /? - help shutdown

it is important to keep good backups of your important data, and one way to do this is by turning on System Restore. Sometimes, data that is backed up can become lost or corrupted, and there are Windows tools available to help recover this data. What alternative would you suggest to recover lost or corrupted data (Select all that apply)?

-A Third-party file recovery software - A SATA-to-USB converter kit

Tara brings her laptop to your business for repair. She tells you that she is getting an error message, stating "Your computer is low on memory" on her Windows computer. How would you determine the source of the low memory warning (Select TWO)?

-Download and install updated graphics drivers. -Run the msinfo32.exe utility to determine the amount of physical memory installed.

Your manager is asking for precautions to be taken to prevent company data leaks if the organization's Windows 11 computers with locally stored data should be lost or stolen. Which of the following methods can be used to meet this requirement? (Select TWO.)

-Encrypt the HDDs with BitLocker. -Configure a drive lock password on the systems.

Brad is trying to determine whether the video doorbell he would like to purchase is an IoT device. What will the video doorbell require for it to be considered an IoT device? (Select all that apply.)

-IP address on the network -App to control the device

Whitney has just been hired as an IT Helpdesk Technician. Her supervisor reviews the standard operating procedures and stresses the importance of collecting and inputting detailed information in the OPAS ticketing system. Such details could include a description of the problem(s), the ticket's category, and the severity of the problem or situation, etc. Can you explain why the supervisor stressed that Whitney should collect detailed information (Select TWO)?

-The information is useful as a resource if similar problems recur. - The information helps various IT personnel solve the problem, including the initial technician, IT Management, and if escalated, the additional techs involved.

A technician is following instructions to resolve an issue on a workstation where the Windows system files are suspected to be corrupted. How would you demonstrate the use of an elevated command prompt to verify file corruption?

-Type sfc /scannow in the search box, then right-click Command Prompt.

You want to make some application changes on your computer. You want to be able to restore your system back to the current settings if you encounter any issues. What actions can you take to save your system settings? (Select all that apply.)

-Use System Protection to create a restore point =Run the rstrui.exe utility.

What is the value of the variable scriptcount when execution ends in the following sample script? scriptcount = 10 While scriptcount < 10 scriptcount = scriptcount - 1 Loop

10

When installing Ubuntu, what can be installed to add virtual memory and improve performance?

A Swap Partition

You sign into your personal computer and notice that the system is unusually slow when you try to open files or access websites. You open the network traffic monitoring and confirm that the CPU resources are being strained. Can you explain what is happening with the computer?

A denial-of-service (DoS) attack has been launched on the computer.

Which of the following describe the macOS's Mission Control?

A place to view all open windows and desktops with the option to switch between them

How is user account authentication typically achieved when a computer is joined to a Windows domain?

Active Directory Domain Services is responsible for account authentication.

A computer science teacher notices that Windows gets bogged down right after a student from 3rd period signs into Workstation 15. How would you explain the issues?

An issue with the student's user profile

Your company is asking the IT department to take steps to review the current disaster plan in an effort to prevent any disruptions in business or possible data losses. The company currently maintains its sensitive data on a local file server. This data is also backed up at an off-site location. What other way would you choose to prepare for disaster recovery?

Back up data to the cloud and maintain data on a local file server.

Mary is trying to access the Advanced Boot Options menu in Windows 10. She called the help desk and was told that she needs to press F8 while the computer is booting. Unfortunately, Mary has been trying this for several boots, and it is not working to access Advanced Boot Options. Why doesn't pressing F8 work?

By default, the F8 key is disabled in Windows 10 and must be manually enabled via the Command Prompt.

Your company is starting a new security initiative with a focus on layered protection. How would you demonstrate layered protection on the company devices?

By requiring a power-on password.

Which of the following steps will minimize attacks on the default, built-in user accounts created during a Windows setup?

Change the default user names for the Administrator and Guest accounts.

A mobile device has stopped receiving automatic OS updates that until recently were pushed to the device. What is the most likely reason for this issue?

Cloud storage failure

You want all sales team members to have read and write access to the 'Sales' folder which is located on the company's file server. All other users on the network must be restricted from viewing or modifying the files in the 'Sales' folder. What should you do to configure this scenario?

Configure both NTFS and share permissions on the sales folder.

You are the IT support technician for a small organization. Your manager is asking what precautions you can put in place to protect the company's network-attached PCs from attacks over the Internet, as well as attacks over the local network. Which of the following will be included in your recommendation?

Configure the Windows Defender Firewall to disallow uninvited communication.

Andrew is troubleshooting a remote computer by attempting to ping to a host. The ping is successful when he uses its IP address, but the ping is unsuccessful when he uses its domain name. What is the problem with the remote computer?

DNS is down

Nia and her teammates in an insurance company's IT department are planning the rollout of a new business application. As they review the knowledge base for this application, they read about several instances of scope creep, days of downtime, and other unintended results of the change. They also read about what other organizations eventually did to overcome some of these problems. If you were in Nia's shoes, how would you present the possibility of such problems within the flow of change management?

Develop a risk analysis and rate the reported problems by risk level for the insurance company.

A technician has been dispatched to resolve an issue with a Windows 10 computer experiencing application crashes. What choice would you have made first if you were the technician?

Disable unused services.

Lance has a computer that currently uses Windows 10 and wants to install the latest version of Windows 11 on the computer. He wants to keep the Windows 10 OS available for testing applications he is developing for both operating systems. Which type of installation would you recommend Lance perform?

Dual-boot installation

Chad, an IT support technician, is configuring three 802.11g wireless access points (WAPs) in a customer's building. The WAPs will be in close proximity to each other with some overlap of wireless signals to ensure reliable wireless coverage. What channel configuration should the technician assign to the WAPs?

Each WAP is assigned a different nonoverlapping channel.

Elijah works in a bank's IT department. They are planning to upgrade an essential business application that is used by employees and customers. Predict what would happen if bugs were encountered and the system was down for more than 48 hours.

Employees would lose focus and productivity would be reduced. Customers would not have access to the applicati

FTP services were recently added to a client's SOHO network to enable the marketing team to copy large files to a storage server. Since the change, the wired and wireless network users are complaining that the training videos they are required to watch are choppy and constantly buffering. The video streaming server and storage server are both hosted on the local network. Which of the following is the best solution to increase the performance of the video streaming service while maintaining the ability to transfer large files to the storage server?

Enable QoS

The users in your accounting department are often away from their workstations to check inventory in the warehouse. During these times, the accounting application installed on their workstations must remain open. How can you configure the user's workstations to prevent unauthorized employees from viewing information on the monitors while allowing the accounting application to remain open?

Enable the screensaver and require a password to unlock the workstation

You currently save all of your painting files to the C:\Pictures\NewPortraits folder, but you now want the default location for these types of files to be C:\Pictures. How would you alter the command prompt to change the default location?

Enter C:\Pictures\NewPortraits> cd..

What is the function of firmware as it relates to a computer's hardware?

Firmware controls the motherboard and interfaces with the OS.

Which of the following security methods is most likely to have the greatest negative impact on device performance by consuming processing resources?

Full device encryption

You are configuring a user account on a Windows 11 computer that visiting vendors and sales professionals will use in the company's reception area. The user account needs to be the most restrictive type of account. Which of the following types of user accounts would meet this requirement?

Guest account

Hideya and her cohort are collaborating on a big project for a college-level computer science course. The project will require them to share lots of files and sometimes applications. Once completed, they each will print their portion of the thesis to the classroom printer. Chandra, one of Hideya's cohorts, suggests they build a client/server network, but Hideya disagrees. Why do you think Hideya disagrees with building a client/server network?

Hideya prefers a peer-to-peer network that will allow for file and resource collaboration while allowing each cohort member to maintain control of their device.

Chuy, a software developer wants to run regular tests of his newest application on Windows 11, Windows 10, Windows 8.x, and Ubuntu Linux. Currently, Chuy is installing the application on various users' computers scattered throughout the building. Which of the following would be the best method to allow Chuy to easily test their application on multiple operating systems with the least amount of effort?

Install a Type 2 hypervisor on his desktop and then install each OS in a separate VM.

Dawn is having trouble accessing files on a storage device from her Windows computer. A little research reveals that this storage device was originally formatted using the Apple File System (APFS). What does Dawn need to do to access these files?

Install a third-party driver for the APFS.

Your customer is using the Windows Settings app in Windows 11 to set up a new Bluetooth mouse on their laptop. What part of the OS is responsible for relating to hardware using device drivers?

Kernel

Amari is new to being an IT technician and wants to research the error message he is encountering while working on a ticket. Where can Amari find information to help him solve the issue?

Knowledge base

Ray worked all morning trying to fix Lisa's broken computer. Ray discovered a problem with the RAM and replaced a bad module. He put the computer back together and tested the new RAM. He rebooted the computer into UEFI and all the modules were read properly. Ray documented the problem and the solution in his tracking software and now is ready to head back to his work area. Who decides whether the issue is resolved?

Lisa

What Apple file type is similar to a setup.exe file used in Windows?

PKGa

While watching a live stream on his computer using Microsoft Edge, Aiden is receiving random ads for Doritos. How can Aiden stop these random ads from interrupting his web browsing?

Pop-up blocker

What component or feature would be used to change battery pack options on a laptop?

Power Options

Immanuel's desktop computer has been overheating for the past week. Sometimes he feels excessive heat coming from the computer case. What would you suggest he do to protect his computer when there is excessive heat?

Power down the system and repair the issue.

What actions would you take to preform Disk Management?

Prepare a drive for use, Shrink an existing partition, or Mount a drive.

Regardless of the operating system installed on a computer, they will all perform four main functions. Which of the following main functions do all operating systems perform?

Provide a user interface, manage files, manage hardware, and manage applications.

A company wants to implement a single server computer to speed up Internet access and protect the private network from attack over the Internet. Which type of server will best meet these requirements?

Proxy server

The corporate office has mandated that all organization's computers must enable two-factor authentication by the end of the year. The company maintains a collection of Windows 10 and Windows 11 devices. Some of the devices already contain the TPM chip necessary for authentication, but others do not. One department head suggested replacing all of the old devices with newer models that contain the TPM chip, but this could be very costly.

Purchase a USB flash drive for each of the older devices and load the startup key that is found on a TPM chip.

Luis is having a problem with his computer booting to Windows. He has received the following error message. Luis checked his setup BIOS and saw that the hard drive was connected. Luis has decided to boot to the Windows RE Command Prompt. How would you solve this issue?

Repair the master boot record using command "bootrec /fixmbr".

Jeanine turned on her computer, and a black screen appeared with a strange error message. She calls you hoping you could offer a suggestion. How would you generate a plan to resolve this issue?

Research the error message and proven solutions from trusted websites.

You have been dispatched to deal with an escalated trouble ticket in which the user is receiving an error message stating Windows detected a hard drive problem reading from sector 153. The previous technician backed up the user's data and started troubleshooting but was unable to duplicate the error. Which of the following steps should you take next to help determine the cause of the error message?

Run chkdsk on each HDD installed on the system.

Meriwether just learned that Microsoft offered a free upgrade to Windows 10 from Windows 8.1. Her desktop computer is currently running Windows 8.1, and she wants to first upgrade to Windows 10, then upgrade to Windows 11. What data should Meriwether use to determine if her device qualifies for Windows 11?

Run the PC Health Check

Semaj's computer was displaying slowness and freezing. He defragmented his system in the hopes that this would correct the issue, but system performance is still an issue. What approach would you use to address the systems issues?

Run the chkdsk command to fix any file system errors.

Which of the following will increase the level of security for personal and confidential information on a mobile device if the device is lost or stolen? (Select TWO.)

Screen lock Remote wipe

A Windows 10 computer is experiencing a problem when launching an application and displays a message indicating a dependent background service is not running. The technician assigned to the trouble ticket has determined that the dependent service needs to start automatically when Windows is started. Which of the following tools will allow the technician to configure the dependent service to start automatically?

Services Console

A Mac user is trying to locate a file by name. Which macOS utility can be used to find the file?

Spotlight

A user calls the service desk and requests to be upgraded from Windows 8 to Windows 10. Before installing, the technician would like to make sure the user's requirements were met. Which component would not meet the requirement for installing the updated version of Windows?

Storage: 32GB

Marta lost her iOS device two months ago, but now that she has found it realizes that she forgot her password. She has performed nine failed passcode attempts and she has been warned that the device is set to erase all data after ten failed passcode attempts. She is considering using Recovery Mode to access her device. What other way would you choose to access the device?

Sync to the backup to access the phone

Kimberly works as an IT support technician in a large corporation. Her department's next project is to upgrade the OS on all devices from Windows 10 to 11. There are more than 250 devices that will need to be prepared and updated. Choose the best statements that apply to an effective deployment strategy.

The best strategy is to develop and deploy a standard image with Windows 11 OS to ensure a clean installation.

A mobile device user recently installed several free apps and now is receiving strange text messages or phone calls. In addition, the user is also experiencing a weak signal as well as dropped phone calls even when none of the free apps are running. Which of the following is the most likely cause for the issues with phone calls and messages?

The device is infected with malware

A mobile device user is experiencing faster than normal battery drain after connecting to a public Wi-Fi hotspot a few days ago. Which of the following could be a reason for the fast battery drain?

The mobile device is infected with malware.

What information is included in a data retention policy for regulated data?

The number of years data must be retained.

A technician is troubleshooting a Windows computer on which an application failed to properly uninstall. The technician made several changes to the registry and the system now crashes each time the system is rebooted. The only way to access the Operating System is via the Windows Recovery Environment command prompt. What critical step did the technician forget to perform before editing the registry?

The technician should have backed up the registry.

You have received a phone call from a user who is experiencing very sluggish performance on a Windows 11 computer. During the phone call, you determine an application is hung and the keyboard is not responding to keypress events. The user confirms the mouse is functioning and the computer is recognizing mouse clicks. How will you instruct the user to open Task Manager to terminate the hung application?

The user will need to use the mouse to right-click the Taskbar and then left-click the Task Manager entry on the context menu.

Your CIO would like a way to locate desktops if they are stolen. They do not want to purchase software but would like to be able to identify a computer that belongs to the company. Currently, the computers are marked with asset tags. What is a more permanent way to label computers?

Theft prevention plate

Apple reserves the right to void the warranty or refuse to provide support.

True

Ubuntu Desktop can only be installed as a guest OS in a Virtual Machine if the host OS is 64 bit?

True

What would result if a Standard User attempted to install software that might change the Windows registry?

UAC would be promoted to continue installation

You are troubleshooting a mobile device that restarts for no reason. The user reports that the phone restarts randomly whether in use or idle. Which of the following steps should you take first?

Uninstall suspected apps and update the OS.

The computer of a former employee has been brought to the IT Department. The former employee's manager has asked that you remove all of the data. Which of the following is the best way to properly dispose of the stored data?

Use a secure third-party data-destruction vendor.

You received an alert from your email service stating that several of your usernames and passwords had been intercepted. You report this to the IT department and they tell you that this is a result of a Man-in-the-Middle Attack. The IT department resolved this issue.

Use digital certificates to identify online services before transmitting sensitive information.

You are troubleshooting a Mac computer with an app that has stopped responding to mouse or keyboard actions. How can you stop the application when it is nonresponsive?

Use the Command + Option + Esc keystroke.

Melvin is working on a customer's Mac computer that is displaying errors from system files. What actions would you take to repair a hard drive?

Use the First Aid feature to scan the hard drive for system errors

Which statement is true about copying a Windows installation from one computer to another?

You cannot copy a Windows installation from one computer to another.

Karen is comparing diverse types of IoT devices, including the wireless network protocol she uses. She is interested in wireless technology that uses the 2.4 GHz band with a range of approximately 20 m. What technology will Karen decide to use?

Zigbee

You are at school and realize you left your power cord at home. You want the battery to last as long as possible. What would you modify to save battery power?

a. Create a Power Plan to enable Battery Saver while in use and Sleep Mode when idle.

Shawn's supervisor has tasked him with determining how the company can increase the security of its Wi-Fi technology. Shawn plans to present several options to his supervisor and ask them to check his work. Which of the following is not a strong security method?

a. Disabling SSID

An IT technician is troubleshooting a Mac that is exhibiting crashed apps and the OS restarting automatically during kernel panics. Which of the following steps can be taken to troubleshoot the kernel panic?

a. Launch the macOS Recovery to reinstall macOS from a Time Machine backup.

Penelope is examining a computer that was brought into her computer repair business. She has found that the system has a failed hard drive. Penelope has decided to reimage the computer from a saved system image. What actions would you take to perform the reimage?

a. Reboot in Windows RE, then select System Image Recovery from the Advanced options screenvv

Which of the following Linux terminal commands will direct you to comprehensive information about the shutdown command?

a. man shutdown

Brandon has just installed the Windows 10 OS and wants to verify that all drivers are installed properly. Which of the following is the best control Panel applet to verify that all drivers are installed?

c. Device Manager

While using the shell prompt on an Ubuntu Desktop with Linux volume, you want to move from the current directory to the directory where Ubuntu is installed. Which of the following will perform this action?

cd /

Which of the following Shell commands are useful for gathering system information in a script?

echo

macOS screen sharing is as secure as other types of remote access software.

false

Which command would you use to configure system policy for password length, characters, complexity, and expiration?

gpedit.msc.

In a PowerShell script, the comment lines are colored _____ and are meant to _____ what the command below the comment is doing.

green; document

Which of the following Linux commands can be used to enable a network adapter and assign a static IP address to that adapter?

ifconfig

What protocol or feature uses incoming TCP port 5900 for communication?

macOS Screen Sharing

A technician is attempting to initiate a Windows Remote Desktop Connection to repair a remote system. When the technician tries to access the Remote Desktop utility on the local computer, the graphical user interface consistently freezes. Which of the following will allow the technician to access the Remote Desktop utility using only the command line

mstsc.exe