IT Essential v4.1 Chapter 1

1.Which type of ROM can be reprogrammed with software while it is still physically installed in the computer?
*ROM
2.Why are solid state drives reliable and therefore suitable to be installed in computers used in harsh industrial workplaces?
*They consume less power and have no moving parts.
3.Which three devices are considered output devices? (Choose three.)
*headphones
*monitor
*printer
4.Which three system resources are commonly used for communication between the CPU or memory and other components in the computer? (Choose three.)
*IRQ
*DMA
*I/O address
5.Which two activities are normally controlled by the Northbridge part of the chip set? (Choose two.)
*access to the RAM
*access to the video card
6.Which expansion slot would be used to install a video capture card in a new computer?
*Peripheral Component Interconnect-Express
7.A technician needs to back up 4 GB of data using a single storage medium. Which medium can hold the entire 4 GB on a single disc?
*DVD+/-R
8.Which type of memory is primarily used as cache memory?
*DRAM
9.Which type of RAM chip has the fastest clock rate but consumes the least power and generates the least heat?
*DDR3 SDRAM
10.PATA data cables are available in two different types. The types are distinguished by the number of conductors. Which two types are available? (Choose two.)
*40
*80
11.Which two characteristics are determined by the chip set on a motherboard? (Choose two.)
*maximum amount of memory that can be installed
*type of connectors that will be on the motherboard
12.A technician is helping a customer compare two hard drives. Which unit of measurement is used for the hard drive speed?
*revolutions per minute
13.Which important feature is offered by the USB standard?
*It can supply power from the computer to devices.
14.Which CPU architecture uses a small set of instructions that are designed to be executed rapidly?
*RISC
15.Which type of memory is unable to have the contents modified?
*ROM
16.Which two devices are considered input devices? (Choose two.)
*biometric authentication device
*digital camera
17.Which technology would be best to use for drive redundancy and data protection?
*RAID
18.Which two characteristics of a motherboard can be determined by the form factor? (Choose two.)
*size
*shape
19.What is the function of a capture card?
*enables a video signal to be recorded to the computer hard drive
20.Which two form factors are commonly used to build a new computer? (Choose two.)
*BTX
*ATX
21.Which type of computer resources are direct lines to the processor used by computer components to request information from the CPU?
*IRQs

22.

Refer to the exhibit. Which type of cable is shown in the graphic?
*Serial
23.Which two categories are used to classify CPU architecture? (Choose two.)
*CISC
*RISC
24.What are the two connector types for the 1394a interface? (Choose two.)
*4-pin
*8-pin
25.A company employee has very important data on a computer. What RAID level should be used if the criteria include that data be written and read simultaneously and that all data be duplicated using a minimum of three drives?
*5
26.

Refer to the exhibit. Based on the advertisement that is shown, what is the native resolution of this computer system?
*1280 x 800
27.How many conductors are found in a SATA data cable?
*7
28.A customer orders a new computer and specifies an internal read-write, non-volatile storage device that uses low power, has fast access to data, and is reliable. What is a suitable storage device that meets these requirements?
*solid state drive

IT Essential v4.1 Chapter 2

1 Which three computer components contain hazardous materials and require special handling for disposal? (Choose three.)

*batteries

*monitors

*printer toner cartridges

2 A technician accidentally spills a cleaning solution on the floor of the workshop. Where would the technician find instructions on how to properly clean up and dispose of the product?

*the material safety data sheet

3 Which two tools can help protect against ESD? (Choose two.)

*antistatic wrist strap

*antistatic mat

4 Refer to the exhibit. Which type of tool is presented in the graphic?

*Phillips-head screwdriver

5 Which precaution should be taken when working around electronic devices?

*Avoid using magnetized tools.

6 Which step should be performed first when servicing computer equipment?

*Turn off and remove the power source.

7 Which condition refers to a sudden increase in voltage, which is usually caused by lightning?

*spike

8 A technician has a room of computers which are running very hot. The technician discovers that the heat sinks in the computers are very dusty. What should the technician use to clean the heat sinks?

*compressed air

9 Which tool in Windows XP gives a technician access to initialize disks and create partitions?

*Disk Management

10 The performance of a computer is reduced after it has been using the Internet. Which three tools could be run to try to improve the performance of the computer? (Choose three.)

*Spyware Remover

*Defrag

*Disk Cleanup

11 Which two types of tools can help protect a computer from malicious attacks? (Choose two.)

*Anti-virus software

*Spyware Remover

12 Which Windows XP command-line utility scans the critical files of the operating system and replaces any files that have been corrupted?

*System File Checker

13 Which characteristic defines EMI?

*electromagnetic fields that are used to reshape weak signals that are affected by external noise

14 Which computer components must a technician never try to work on when wearing an antistatic wrist strap?

*CRT monitor

15 Which condition refers to a reduced voltage level of AC power that lasts for a period of time?

*brownout

16. What is recommended to remove dust from inside a computer case?

*can of compressed air

17. Refer to the exhibit. Which type of tool is shown in the graphic?

*digital multimeter

18 Which tool should be used if a user needs to optimize space on a hard drive?

*Format

19 What are two significant sources of EMI? (Choose two.)

*infrared mice

*electrical storms

20 A technician wants to limit the chances of ESD affecting his workspace. Which three precautions should be taken? (Choose three.)

*Ensure antistatic mats are on the workbench and floor.

*Wear an antistatic wrist strap.

*Keep all components in antistatic bags.

21 What is the proper way to dispose of outdated CRTs?

*All of the components should be disposed of in compliances with local environmental regulations.

IT Essential v4.1 Chapter 3

1 Refer to the exhibit. Which type of port is shown?

*RJ45

2 After a technician has assembled a new computer, it is necessary to configure the BIOS. At which point must a key be pressed to start the BIOS setup program?

*during the POST

3 A technician is troubleshooting a computer that has a malfunctioning floppy drive. The technician observes that the floppy drive light remains lit constantly. How should the technician attempt to repair the problem?

*Connect the data cable making sure that the colored stripe on the cable is aligned with pin 1 on the drive and the motherboard.

4 What is a convenient way that a technician can tell whether a ribbon cable is for an IDE hard drive or a floppy drive?

*The floppy cable motherboard connector is normally gray.

5 Which action is recommended to prevent the motherboard from contacting the metal base of the case?

*Use standoffs to keep the motherboard above the metal base.

6 A technician is installing a new power supply in a computer. Which type of power connector should be used to connect to a PATA hard drive?

*Molex

7 Which solution should be used to clean a CPU and a heat sink?

*isopropyl alcohol

8 Which type of drive is installed in a 5.25-inch bay?

*floppy drive

9 What is the most reliable way for users to buy the correct RAM to upgrade a computer?

*Check the motherboard manual or manufacturer’s website.

10 A technician is assembling a new computer. Which two components are often easier to install before mounting the motherboard in the case? (Choose two.)

*CPU

*memory

11 A technician has just finished assembling a new computer. When the computer is powered up for the first time, the POST discovers a problem. How does the POST indicate the error?

*It issues a number of short beeps.

12 Which additional 4-pin or 6-pin power connector is required by some motherboards?

*AUX

13 Refer to the exhibit. Which type of hard drive uses the power connector shown?

*SATA

14 Which port is typically used for external wireless NICs?

*USB

15. A field technician has been asked to install a wireless 802.11g NIC in a computer, but is unsure about the expansion slots available. Which two types of wireless NICs should the technician have available? (Choose two.)

*PCIe

*PCI

16. A technician is installing a new power supply in a computer. Which type of power connector should be used to connect to a floppy drive?

*Berg

17. Which internal component of a computer uses a 3-pin power connector?

*fan

18. When building a computer, which two components are normally installed in 3.5-inch drive bays? (Choose two.)

*hard drive

*floppy drive

19. How many pins are in a SATA data cable connector?

*7

20. A technician is installing a new CPU in a ZIF socket on a motherboard. What is the primary way of securing the CPU in place?

*load lever.

IT Essential v4.1 Chapter 5

1. Refer to the exhibit. During a Windows Vista installation, the Select Your Computer’s Current Location screen fails to display. What could be a possible reason for the absence of this screen?

*The network card driver was incorrectly installed.

2. When troubleshooting a printer problem, a technician finds that the operating system was automatically updated with a corrupt device driver. Which solution would resolve this issue?

*Roll back the driver.

3. Which three settings are available to personalize the appearance of the desktop on a Windows Vista computer? (Choose three.)

*Theme

*Screensaver

*Taskbar Properties

4. In which two situations should a technician create a restore point? (Choose two.)

*before an operating system update

*before installing a new device driver

5 .A user is running Windows Vista and has an application that runs in Windows XP but the application fails to run in Vista. In which Vista mode should the user try running the application?

*compatibility mode

6. A user in a large manufacturing company uses a PC that is connected to the company network. Where should the user look to find a server attached to the network?

*My Network Places

7. Refer to the exhibit. During the installation of Windows Vista, you are prompted with a screen that asks for a username and password. What type of account is created when you select Next after entering a username and password?

*A user that has Super User rights for this installation.

8. A technician has a computer that is unable to boot Windows XP properly. The technician has decided that it is necessary to attempt a repair of XP. Which utility will be run if the technician selects Repair XP from the XP boot disk?

*Recovery Console

9. When a computer boots from the Windows Vista disc, which three functions are performed if the Custom (advanced) option is selected? (Choose three.)

*Changes to disk partitions can be made.

*A clean copy of Windows Vista is installed.

*The location of the Windows installation can be selected.

10. What are two features of upgrading Windows 2000 to Windows XP? (Choose two.)

*The file system is upgraded to NTFS.

*Windows 2000 applications and settings are kept.

11. Which set of guidelines is used to ensure that programmers develop applications that are compatible with an operating system?

*API

12. A user decides to install a new version of Windows Vista but needs to retain the configurations and customizations of the current Windows XP operating system. Which software can be used to achieve this?

*Windows User State Migration Tool

13. A technician has finished installing Windows XP. What should the technician do to verify that all hardware has been installed correctly?

*Use the Device Manager utility to ensure that all the devices are operational.

14. A technician has many new computers to set up. The technician completely configures one master computer and makes an image of the hard drive. This image is then installed on the other computers. What is this process called?

*disk cloning

15. A technician thinks that the file system on a computer has a problem because Windows XP is reporting data integrity issues. Which Windows XP utility will check the file system for errors?

*Chkdsk

16. While performing preventive maintenance, a technician notices that the operating system is missing updates. How can the technician enable automatic updates?

*Run the Automatic Updates utility from the Control Panel.

17. Windows Vista has a feature called the Sidebar. Which three types of items can be contained within the Sidebar? (Choose three.)

*games

*sticky notes

*clock

18. A technician is attempting to create multiple partitions on a hard disk. This will allow for storing the operating system and data files on separate partitions. What is the maximum number of primary partitions per hard drive that is supported by Windows XP?

*4

19. A technician needs to upgrade the file system on a Windows XP computer from FAT32 to NTFS. Which course of action should be taken to upgrade the file system to NTFS?

*Run the Microsoft Convert utility.

20. A user reports that a Windows XP system is unable to boot properly. How can the technician advise the user to boot into Safe Mode?

*Reboot the system, press and hold F8 until a menu is displayed, and then select Safe Mode.

21. A technician installing Windows Vista has come to the point where the product activation key is requested. What occurs if a product key is unavailable?

*The user will be asked for a product key, but the installation can continue without a key.

22. Once minimum hardware requirements are satisfied, where should a technician look to determine if the computer hardware has been tested with Windows XP?

*the Windows XP Hardware Compatibility List

23. A company with 40 computers needs to reduce repair costs, decrease downtime, and improve reliability. Which task will meet these needs?

*Develop a preventive maintenance plan.

24. Which operating mode is used by Windows XP to run a DOS application?

*real mode

25. What would be the result of having a corrupt Master Boot Record?

*The operating system will fail to start.

26. What are three features of the Microsoft Management Console (MMC)? (Choose three.)

*MMC logs a history of application events.

*It organizes operating system snap-ins.

*It displays computer performance information.

27. As a user attempts to boot the computer, the message “NTLDR is missing” is observed on the screen. What will result from this situation?

*The operating system will fail to load.

28. A user installs a new sound card driver in a computer that is working properly. After installing the driver for the new sound card the computer fails to boot. Which quick fix can the user implement to return to the previous working state?

*boot to Last Known Good Configuration

29. A technician needs to upgrade the operating system on a computer from Windows 2000 Professional to Windows XP Professional. When the technician inserts the XP disc in the computer, the setup wizard fails to start. Which command can be used to start the upgrade?

*winnt32

30. A technician has installed new video drivers on a Windows XP computer and now the monitor shows distorted images. What startup mode can the technician use to access a new driver on the network?

*Safe Mode

IT Essential v4.1 Chapter 6

1. What is meant by a laptop device being hot-swappable?

*The laptop does not need to be powered off to install or remove the device.

2. Where can a technician change the power schemes on a laptop running Windows XP?

*Select Power Options from within the Control Panel.

3. What is the proper way to clean optical drives?

*Use a cleaning disc for optical drives.

4. Which generation of cell-phone standards was the first to deal with how to send and receive text, photographs, and video?

*third

5. Which name is given to the collection of settings that control the power settings of a laptop?

*power schemes

6. Refer to the exhibit. What is the correct order of steps to remove a laptop battery?

*2, 3, 4, 1

7. A technician is responding to a helpdesk ticket for a laptop that has a distorted image of the Windows desktop. What is one possible solution?

*Obtain an updated display driver from the laptop manufacturer.

8. Which three components are interchangeable between desktop and laptop computers? (Choose three.)

*printer

*scanner

*USB flash drive

9. Refer to the exhibit. A laptop has these graphics on specific keys on the keyboard. Which key would be used in conjunction with the Fn key to connect a laptop to an external monitor?

*F8

10. What power mode is commonly known in the Windows environment as suspend mode?

*S4

11. Which Windows XP or Vista control panel is used to reduce power when the computer has not been used by anyone for an hour?

*Power Options

12. Which two characteristics make laptops a better choice than desktop computers? (Choose two.)

*mobility

*size

13. During the set up of a network connection, which option can be double-clicked to configure an IP address on an Ethernet NIC?

*TCP/IP or TCP/IPv4

14. Which type of interface do current laptops use to achieve similar expansion capabilities as desktops?

*PC ExpressCard

15. Which two actions should be performed to clean the surface of CDs and DVDs? (Choose two.)

*Use a lint-free cotton cloth.

*Wipe the disc from the center outward.

16. Which two devices can be individually configured within Windows XP to power off after the laptop has been idle for a given period of time? (Choose two.)

*disk drive

*monitor

17. A technician is replacing a laptop SODIMM. With what component is the technician working?

*RAM

18. Which internal laptop component may be designed as a hot-swappable device?

*optical drive

19. Which two devices are commonly hot-swappable on laptops? (Choose two.)

*PC Card

*USB Drive

20. How should a hot-swappable device normally be removed from a laptop?

*Use the Safely Remove Hardware systray icon.

21. Which option within the Windows Control Panel is used to install a modem?

*Phone and Modem Options

22. Which display technology is most commonly found in modern laptop computers?

*LCD

23. Which two laptop ports are used primarily for communication and network connectivity? (Choose two.)

*Ethernet

*modem

24. What feature is provided by an auto-switching power supply on a laptop?

*The laptop can switch from AC input power or battery-provided power instantaneously.

25. A technician has been called in to troubleshoot a laptop that fails to power on. The technician repeatedly pushes the power button without any results. What should the technician do next?

*Attach the AC adapter.

26.What is the major difference between desktop and laptop motherboards?

*Desktop motherboards typically have a standard form factor and are interchangeable while laptop motherboards are proprietary.

27. Which three components commonly connect to USB or FireWire ports? (Choose three.)

*camera

*printer

*scanner

28. Refer to the exhibit. Which two form factors are supported by the devices shown in the graphic? (Choose two.)

*34mm wide

*45mm wide

IT Essential v4.1 Chapter 7

1. Which printing technology uses the vibration of a crystal to control the flow of ink onto the paper to produce an image?

*electrostatic

2. Which printer technology is used in low-cost, photo-quality printers?

*inkjet

3. What laser printer component could cause streaking?

*drum

4. Which step of the laser printing process involves scanning the photosensitive drum with a laser?

*writing

5. Which software, embedded in a printer, controls how the printer operates and can be upgraded?

*firmware

6. What is a common disadvantage of inkjet printers?

*The nozzles can get obstructed.

7. What is the best source for a Windows-compatible scanner driver?

*website for scanner manufacturer

8. What are two advantages of using impact printers? (Choose two.)

*carbon-copy printing ability

*inexpensive consumables

9. Which standard governs the use of parallel printer ports?

*IEEE 1284

10. Which technology is used by laser printers?

*electrophotographic

11. Which Windows XP command sends a file named example.txt to the default printer?

*print example.txt

12. Instead of the document that was expected, a printer is printing unusual characters. What should be the next steps in solving this printer problem?

*Check the printer data cabling. If the cabling is secure on both ends, replace the print cartridge or ribbon.

13. Which type of printer is commonly used in stores to produce cash register receipts?

*thermal

14. Which two names refer to the IEEE 1394 standard? (Choose two.)

*FireWire

*i.Link

15. Which three functions are commonly included in the all-in-one devices? (Choose three.)

*fax

*printer

*scanne

16. A museum possesses several old paintings that the curators wish to reproduce and sell in the museum gift shop. Which type of scanner can be used to produce the highest-quality reproduction?

*drum

17. Which two modes of operation within the IEEE 1284 standard allow bi-directional communication? (Choose two.)

*ECP

*EPP

18. Which unit is commonly used to measure the print quality of an inkjet printer?

*DPI

19. Which step of the laser printing process is the last step performed by a laser printer when printing a document?

*fusing

20. Which software converts scanned pages into text?

*Optical Character Recognition

21. What is typical of a network printer installation?

*the use of Ethernet or wireless

22. What is the maximum number of devices that can be connected to a single FireWire interface?

*63

23. What is an advantage of using a solid-ink printer instead of an inkjet printer?

*It produces vivid color prints.

24. Which two Wi-Fi standards are used to provide a wireless connection between printers and computers? (Choose two.)

*802.11b

*802.11g

25. Which laser printer component is a metal cylinder that is coated with a light-sensitive insulating material?

*drum

IT Essential v4.1 Chapter 9

1. What must be done to ensure that the anti-virus software on a computer is able to detect and eradicate the most recent viruses?

*Download the latest signature files on a regular basis.

2. Which type of software is downloaded onto the computer of a user without the knowledge of the user and causes information about various products to be displayed on the user’s monitor?

*adware

3. Which threat to security uses traffic from zombie computers to overwhelm servers?

*DDoS

4. Which two items can be downloaded from the Microsoft website to help protect Windows XP? (Choose two.)

*service packs

*security patches

5. Which two characteristics describe a worm? (Choose two.)

*Is self-replicating.

*Travels to new computers without any intervention or knowledge of the user.

6. What is the best method for a company to secure data being transmitted across the Internet between remote sites?

*Use computers secured with smartcard authentication.

7. What is the preferred wireless encryption technique if the wireless clients support it?

*WPA

8. A fingerprint reader is an example of which security technology?

*biometric

9. Which type of authentication is evidenced by the use of a small chip on a card that contains user identification data such as bank account numbers and digital signatures?

*smart card

10. Which type of program causes banners and ads to appear on the desktop without any user intervention?

*adware

11. A technician has downloaded the latest Windows XP updates from the Microsoft website. What should the technician do before installing the updates?

*Create a restore point.

12. An attacker has managed to decode the encrypted messages of a wireless network. The network uses Windows XP and Cisco equipment. The security protocol that is used is WEP with 64-bit encryption. Which action can be recommended to the technician for securing the network?

*Upgrade to the LEAP wireless security protocol.

13. An employee for a small company inadvertently allows a visitor to see their username and password. At home, the visitor then uses this information to gain access to the company network. This is an example of what type of threat?

*social engineering

14. Where is the safest place to store backups?

*locked server room

15. A bank is upgrading the hard drives in a server. What should be done to the old hard drives to permanently remove any confidential data?

*Destroy the hard drives with a hammer.

16. Which two statements are true about username and password standards? (Choose two.)

*The username naming convention should be kept simple.

*Rules about password expiration and lockout should be defined.

17. When setting up a new wireless access point, which basic security measure should be taken?

*Disable SSID broadcast.

18. Which three suggestions are good security password policies that a company or individual should follow? (Choose three.)

*Password length should be limited to five characters.

*Passwords should have an expiration period.

*A mix of letters, numbers, and other characters should be used.

19. An attacker claiming to be a bank representative contacts a potential victim via e-mail and requests disclosure of vital account information. Which security attack is being implemented?

*phishing

20. A network administrator is looking for a technology that includes both hardware and software authentication. Which technology could the administrator use?

*Trusted Platform Module (TPM)

21. Which statement accurately describes the WEP standard?

*WEP is a first generation security standard for wireless communication.

22. What are two examples of malware? (Choose two.)

*spyware

*grayware

23. Which three security storage features are supported by the TPM hardware module? (Choose three.)

*encryption keys

*digital certificates

*passwords

24. A financial organization is donating computers to a local charity. What is the best method to remove all data from the hard drives in the computers?

*Use data wiping software and delete any hard drive partitions.

25. Which wireless security technology is a good choice when using Cisco equipment in conjunction with operating systems such as Windows and Linux?

*LEAP

26. Which best practice should be included in a password protection policy?

*Implement lockout rules upon consecutive unsuccessful attempts at accessing the system.

27. Which is the best procedure to secure a laptop left at the office while the user is away for an extended period of time?

*Place the laptop in a locked security cage designed to store computer equipment.

IT Essential v4.1 Chapter 10

1.Which three pieces of information should be given to the next technician when transferring a customer? (Choose three.)

*your name

*ticket number

*customer name

2.The technician begins diagnosing a problem by asking an experienced customer to visit a troubleshooting Web site. The customer becomes angry because she feels this could be done without calling the technician. What should the technician do?

*Explain how the Web site can be used by both of them during the call to quickly eliminate problems.

3.Which two approaches are recommended when dealing with customers on the telephone? (Choose two.)

Be positive.

*Look for alternative ways to help the customer.

4.Which two guidelines demonstrate proper netiquette? (Choose two.)

*Begin each e-mail with an appropriate greeting.

*Avoid replying to “flames”.

5.A customer calls to complain that another technician was rude to them. In the past, the technician has received many complaints about rudeness regarding this coworker. How should the technician handle this complaint?

*Listen to the complaint and explain that the coworker is frequently rude.

6.While a technician is listening to a lengthy explanation of a problem, the technician identifies the solution to the problem. How should the technician proceed?

*Wait until the customer has finished speaking, and then explain the possible solution.

7.A technician is talking on the telephone to an angry customer who is unhappy with previous service. How should the technician calm the customer?

*Listen carefully and attempt to solve the customer’s problem.

8.Which three techniques should be used to successfully deal with a talkative customer? (Choose three.)

*Politely interrupt to refocus the customer.

*Gather as much information as possible while the customer is talking.

*Allow the customer to talk for one minute and then ask closed-ended question to regain control of call.

9.Which three items are commonly parts of a service level agreement (SLA)? (Choose three.)

*supported software

*diagnostic procedures

*service location

10.Which two techniques should be used when dealing with an inexperienced customer? (Choose two.)

*Use simple step-by-step instructions.

*Speak in plain terms.

11.When dealing with an angry customer, which two things can a technician do to resolve the problem? (Choose two.)

*Allow the customer to explain the problem, possibly dispelling some of the anger.

*Sympathize with the customer’s problem.

12.A customer calls to report a computer problem. Which two actions can the technician use to establish a good rapport with the customer? (Choose two.)

*Allow the customer to speak without interruption.

*Refer to the customer by name whenever possible.

13.A technician is trying to calm an angry customer. What is the best approach?

*Maintain a positive tone of voice and offer to help solve the problem.

14.Which three relaxing techniques can help relieve the stress caused from helping customers in a call center? (Choose three.)

*Go for a quick walk.

*Listen to soothing sounds.

*Practice relaxed breathing.

15.What is the recommended way to place customers on hold?

*Ask and wait for permission before placing customers on hold.

16.What are three guidelines for beginning a call with a customer? (Choose three.)

*Determine the level of knowledge that the customer possesses about computers.

*Use brief communication to establish a one-to-one connection with the customer.

*Call the customer by name.

17.A technician receives a call from a customer who is too talkative. How should the technician handle the call?

*Allow the customer to speak without interruption and then try to use closed-ended questions to gather data.

18.Which issue is an example of an exception to an SLA that should be escalated to a manager?

*A customer wants two new computers added to the existing SLA without additional cost.

19.Which three tasks are commonly carried out by a level-one technician? (Choose three.)

*document all information on the work order

*prioritize the problem

*gather information from the customer

20.A technician wants to apply for a job in a call center for a computer repair service. Which two characteristics are desirable for this type of position? (Choose two.)

*possess good listening skills

*display professional behavior at all times

IT Essential v4.1 Chapter 11

1.A technician suspects that a hard drive is beginning to fail. Which two conditions would support this suspicion? (Choose two.)

*The hard drive is making unusual noises.

*The hard drive has a gradual increase in the number of bad sectors.

2.Which two problems are caused by inadequate CPU cooling and ventilation? (Choose two.)

*The computer locks up.

*The computer does not boot.

3.A technician fails to successfully boot a computer into Safe Mode. The technician then successfully boots the computer using a Windows boot disk. What is the most likely cause of the problem?

*hard drive failure

4.A technician is concerned that a computer is overheating. The computer reboots without warning. What can the technician do to improve the circulation of air through the computer?

*Replace the case with one that has front air vents.

5.A customer needs help selecting a new power supply for an existing computer. Which two questions should a salesperson ask to help the customer? (Choose two.)

*What is the size of the case, and which type of motherboard is in the computer?

*Which components are currently being used on the computer, and what new components may be added to the computer?

6.Which three computer system capabilities should a technician consider when installing a video capture card? (Choose three.)

*processor speed

*amount of RAM

*VGA adapter specification

7.A customer is interested in video editing and has purchased a FireWire hard drive for storage of videos. However, no FireWire ports are available on the motherboard. What type of adapter will the customer be interested in obtaining?

*eSATA

8.Which tool would be the best to use to test the voltage output on every pin of a SATA connector?

*multimeter

9.When a computer boots, the hard disk is not recognized. What are two possible causes of the problem? (Choose two.)

*The power cable is not attached properly to the drive.

*The data cable is loose or disconnected.

10.A computer system keeps losing the date and time or requesting to go into the Setup program during the boot process. What are two possible solutions? (Choose two.)

*Replace the motherboard battery.

*Verify that the motherboard battery is secure.

11.A technician is upgrading a computer motherboard and has successfully replaced a single core CPU with a dual core CPU. What should be checked to ensure that the dual core CPU now operates correctly?

*Ensure that the front-side bus settings match the speed of each CPU core.

12.When testing the 6-pin PCIe connector with a multimeter, what should the voltage read?

*12 V

13.Why is a solid state drive more reliable than a traditional drive?

*It has fewer moving parts.

14.A motherboard flash BIOS has been updated. After the update, the computer restarts, but does not boot. The technician examines the motherboard documentation and discovers the motherboard has only one BIOS chip. What will the technician have to do to fix this problem?

*Obtain a replacement BIOS chip.

15.Which two ports are used to connect external media readers to a computer? (Choose two.)

*FireWire

*USB

16.A technician begins gathering data from a customer by asking open-ended questions. Which question is a proper open-ended question?

*What happens when the PC is powered on?

17.What type of motherboard bus carries memory locations?

*address

18.A technician needs to retrieve a DVD from an optical drive that is jammed and fails to open. What is the best method the technician could use to retrieve the DVD?

*Insert a pin in the small hole next to the eject button.

19.What is the purpose of the copper or aluminum between a processor and the fan on a computer motherboard?

*It elevates the processor in the case to improve airflow.

20.Which two motherboard features must be compatible when selecting a new CPU? (Choose two.)

*chip set

*socket type

21.You are monitoring a new technician installing a device driver on a Windows-based PC. The technician asks why the company requires the use of signed drivers. What would be the best response to give?

*A signed driver has passed Microsoft’s quality lab test and prevents a system from being compromised.

22.What manufacturing process makes a multicore processor operate faster than a single-core processor on the same motherboard?

*The multicore processors are designed with multiple processors integrated into the same circuit.

23. A technician is helping a client select additional RAM for a computer. Which three items should be considered when updating RAM? (Choose three.)

*The memory must be compatible with the video card.

*The memory must be compatible with the motherboard.

24.On what media is information stored when an SSD is installed?

*static RAM

25.What are two probable causes of a computer failing to recognize a newly installed storage device? (Choose two.)

*The device jumpers are set incorrectly.

*The system BIOS settings are incorrect.

26.A new sound card has just been installed, but no sound reaches the speakers. What are two common solutions a technician might implement? (Choose two.)

*Connect the speakers to the correct port.

*Unmute the sound through the operating system.

27.A motherboard has a 64-bit bus. What does this mean?

*The processor buffers 64 bits of data each clock cycle.