Apple Device Support (SUP-2025) Flashcards
What information is included in an Encrypted backup?
- Your saved passwords
- Wi-Fi Settings
- Website history
- Health data
- Call history
What is not included in an encrypted backup?
Face ID, Touch ID, or Device passcode data
(True or False) Your backup is encrypted by default.
False
How do you make an encrypted backup?
use Finder(Mac) or Apple Devices App(PC)> Connect device via USB> Select device in app> General/Summary Tab select “Encrypt local back”> Set Password
Exactly from Apple documentation:
1. Open Finder on your Mac or open the Apple Devices app on your PC. If your PC doesn’t have the Apple Devices app, or your Mac is using macOS Mojave or earlier, open iTunes instead.
2. Connect your device to your computer with the included USB cable
3. Locate your device on your computer.
4. From the General tab or the Summary tab, select Encrypt local backup under the Backups section
5. When asked, make a password
Note: After you confirm your password, the backup will start and immediately overwrite and encrypt your pervious backups.
(True or False) In Finder or Apple Devices app, under the General tab and then the Manage Backups button, a lock icon next to your devices name means that the backup is encrypted.
Ture (You should also see the date and time the backup was created)
(True or False) If you forget your encrypted backup password, you can reset it and have access to previous encrypted backups?
False (while you can change your password through the Finder or iTunes, you can only access new encrypted backups but nothing prior unless you remember your old password)
When was the Private Address Setting introduced? (What version of iOS, iPadOS, watchOS etc.)
iOS 14, iPadOS 14, watchOS 7, visionOS, and macOS 15 is turned on by default.
If a device cannot connect because the organization’s Wi-Fi network doesn’t allow a device to join using a private address, what does it use instead of a private address?
Hardware MAC address.
What are the three types of software updates?
minor software updates, major software upgrades and Rapid Security Responses (also known as supplemental updates).
What are the three possible alerts you would see on your Mac after a program loaded or tried to load a system extension signed by the developer of that extension?
Note: Some system extensions aren’t compatible with current versions of macOS or won’t be compatible with a future version of macOS. This section helps you learn what to do if you see an alert about system extensions or kernel extensions.
- Open Privacy & Security settings to allow the extension. You may also need to restart your Mac.
- Contact the developer for support because the extension needs to be updated or will be incompatible with a future version of macOS.
- Inform you that it will damage your computer and has been blocked.
(True or False) System Integrity Protection is designed to help prevent potentially malicious software from modifying protected files and folders on your Mac.
True
What file types/locations does System Integrity Protection actually protect?
- /System
- /usr
- /bin
- /sbin
- /var
- Apps that are pre-installed with the Mac OS
With System Integrity Protection in mind, what paths and apps can third-party apps and installers continue to write to?
- /Applications
- /Library
- /usr/local
What do you need to back up your iPhone or iPad to iCloud?
Other than Wi-Fi, Bluetooth and connection to power source.
Available iCloud storage space
(Make sure you have enough iCloud storage space for your data and content)
(True or False)iCloud automatically backs up your iPhone or iPad every day
True
When you connect your iPhone or iPad to a computer, how is the backup started?
1. Automatically starts when locted in Finder(Mac) or Apple Devices/iTunes(PC)
2. You have to maunally initiate the backup
3. Automatically starts as soon as the device is connected via the provided USB and placed in recovery mode
- You have to maunally initiate the backup
What is the most important thing to do after creating an encrypted backup?
This ensures that you can access your backups later
Store the password somewhere safe.
(If you create an encrypted backup, write down the password and store it somewhere safe. You have no way to recover encrypted backups without this password)
When are you most likely to use Apple Configurator for Mac to back your iPhone or iPad and restore the back up?
1. When you need to back up your personal Mac devices and are running macOS Ventura or later?
2. In device deployment scenarios or when working with organization owned devices?
3. When your device is locked and you don’t remember the password?
- In device deployment scenarios or when working with organization owned devices.
(Organizations use apple configurator to back up organization owned devices and to restore the backup to other devices to maintain the same configurations across them.)
Where in Apple Configurator do you go to enable encrypted backups?
Actions> Advanced> Enable Encrypted Backups
Your phone will automatically back up to iCloud everyday as long as what conditions are met?
When your device is connected to Wi-Fi, is plugged into power and is on the lock screen.
How do you change your password or picture on your Mac?
- Apple menu> System Settings, then click Users & Groups in the sidebar (you may need to scroll down)
- Click the info button next to the user in the list, then do any of the following:
a. Click Change to change your login password, or click Reset to change another user’s password.
b. Click a user picture to change the user’s login picture
How do you change DNS settings on Mac?
Apple menu> System Settings, click Network in the sidebar, click a network service (i.e., your home Wi-Fi network), click Details, then click DNS. (You may need to scroll down)
(True or False) You change the order that your Mac uses network services? (i.e. Wi-Fi or ethernet)
True:
1. Choose the Apple menu> System Settings, then click Network in the sidebar.
2. Click the Action pop-up menu (Ellipsis …) then choose Set Service Order
3. Drag Services into the order you want.
4. Click OK
(True or False) You can change where VPN is in the order of Network Services your Mac uses.
False:
You can’t change the order of virtual private network (VPN) connections because they already take priority over non-VPN connections.
How can you identify a secured Wi-Fi network when selecting a wireless network to join on iPhone or iPad?
1. The name of the network appears in bold
2. A small lock icon appears beside the Wi-Fi icon.
3. Text describing the type of security appears below the name of the network.
- A small lock icon appears beside the Wi-Fi icon.
Apple devices display a small lock icon to the left of the Wi-Fi icon for secured networks
Which option turns off Auto-Login when Joining a captive network without valid credentials on iPhone or iPad?
1. Cancel
2. Other Network
3. Without Internet
- Without Internet
This option turns off Auto-Login for the selected network, but it allows you to use the network without connection to the internet
How do you access settings for managed private MAC addresses for a Wi-Fi network on iPhone and iPad?
1. In Settings, tap General> Wi-Fi address.
2. In Settings, tap Privacy & Security> Tracking
3. In Settings, tap Wi-Fi, then tap the info button of a Wi-Fi network
- In Settings, tap Wi-Fi, then tap the info button of a Wi-Fi Network.
(You can access the settings for private MAC address for each Wi-Fi network by tapping the Info button of a particular network)
What is the purpose of Continuity Features?
To seamlessly move/work between all your Apple devices (as long as they meet system requirements)
What can be sent via AirDrop? (Name 5 types)
- Documents
- Photos
- Videos
- Websites
- Map locations
(Note: there are other things that can be sent via AirDrop but the Apple Support Training only mentions the above)
(iOS/iPad) What is required to AirDrop between devices?
Wi-Fi and Bluetooth
What settings prevent anyone from sending something to your Device via AirDrop?
Receiving Off: You won’t receive AirDrop requests
Contacts Only: Only your contacts can see your device
If the person you are sending an AirDrop to has their device set to Contacts Only and you are in their contact list, what might cause and AirDrop to fail?
They need to make sure they have your Apple ID’s email address or mobile number in your contact card for AirDrop to work with
How to Review or change an app’s permission to track you on iPhone.
- Go to Settings> Privacy & Security> Tracking (The list shows the apps that requested permission to track you. You can turn permission on or off for any app on the list.)
- To stop all apps from asking permission to track you, turn off Allow Apps to Request to Track (at the top of the screen)
What file system formats are supported in Disk Utility on Mac?
- Apple File System (APFS): The file system used by macOS 10.13 or later
- Mac OS Extended: The file system used by macOS 10.12 or earlier
- MS-DOS (FAT) and ExFAT: File Systems that are compatible with Windows
You can setup accessibility features when you set up your Mac for the first time, or at any time in the Accessibility Settings. How do you access this menu?
Apple menu> System Settings, then click Accessibility in the sidebar.
Which of these Services does iCloud Provide?
1. Storage, backup, and file recovery
2. File restoration, storage, and macOS Recovery
3. Backup, storage, and access to the App Store
- Storage, backup, and file recovery
(iCloud saves and protects your data and provides services that include storage, backup, and file recovery.)
Your MDM Admin turned on the “Managed App’s stored data in iCloud” MDM Restriction.
How does this affect users with managed iPhone and iPad devices?
1. Users can’t store any documents or data in iCloud
2. Users can’t store data from managed apps in iCloud
3. Users can store managed apps and the managed app’s data in iCloud
- Users can’t store data from managed apps in iCloud.
(When the “Managed App’s store data in iCloud” MDM restriction setting is on, users can’t store data from managed apps in iCloud.)
What must you have to use most Continuity features on your Apple Devices?
1. iCloud and Apple Pay
2. An Apple Account with iCloud features enabled
3. An Apple Account and a Continuity Account
- An Apple Account with iCloud features enabled
(When you sign in to your Apple Account and enable iCloud features on your Apple devices, you can use Continuity features.)
What does iCloud require to work?
1. An Apple Account, an internet connection, and Continuity
2. Current software, an Apple Account, and an internet connection
3. An iCloud token, an Apple Account, and current software
- Current software, an Apple Account, and an internet connection
(iCloud requires an Apple Account, an active internet connection, and up-to-date software. Also, if you meet the recommended system requirements, you can use the latest iCloud features and get the best experience.)
When can your Mac use Personal Hotspot on your iPhone to connect to the internet?
1. When your Mac has Personal Hotspot turned on
2. When your iPhone has 5g and access to a 5g network
3. When your Mac and your iPhone are within range of each other
- When your Mac and your iPhone are within range of each other
(Your Mac can use Personal Hotspot on your iPhone or iPad (Wi-Fi + Cellular) to connect to the internet when your Mac and the device are within range of each other.)
What is needed for Continuity features to work without issue?
Continuity features allow users to work seamlessly between devices
Wi-Fi and Bluetooth turned on and must meet system requirements.
What happens when you sign into your Managed Apple Account on another Apple Device?
1. The login attempt is denied
2. A message appears indicating that the Managed Apple Account is currently in use.
3. You can sync designated data and setting from your other devices.
- You can sync designated data and settings from your other devices.
(When you sign in to your Managed Apple Account on another iPhone, iPad, or Mac, you can choose to sync designated data and settings from other Apple devices signed in to the same Managed Apple Account.)
How can a user reset their Managed Apple Account password?
1. Ask an IT admin to reset the password in Apple Business Manager.
2. Go to iforgot.apple.com to reset your password
3. Reset your password from your device
4. Go to account.apple.com and click Reset Password
- Ask an IT administrator to reset the password in Apple Business Manager.
(Only an Administrator or People Manager in Apple Business Manager can reset user passwords.)
In the App Store, a user can browse and view apps but can’t buy them.
What is the possible cause of this issue?
1. The user is signed into a Managed Apple Account
2. The user didn’t turn on two-factor authentication
3. The user has an outstanding payment due for a subscription
- The user is signed in to a Managed Apple Account.
(When signed in to a Managed Apple Account, the user can browse but not buy (or get for free) items from the App Store, the iTunes Store, or Apple Books.)
When you sign into an Apple Account on a device, what Apple Services do you gain access to? (name 3)
- iCloud for access and secure storage of photos, videos, files, backups, and more
- Pages, Numbers, Keynote, and Notes for collaboration
- Continuity for productivity across devices.
(Note: An Apple Account also helps you connect with others using FaceTime or iMessage or helps get in touch with Apple Support.)
(True or False) If allowed by your organization, you sign into both a Managed Apple Account and a Personal Apple Account, on the same device, your data is merged.
False: Your personal data and the organization’s data are kept separate and cryptographically secure. You can continue to access your personal data in your personal Apple Account — without the organization having access to this data.
After how many incorrect password attempt are Managed Apple Accounts locked or disabled?
1. 3
2. 5
3. 8
4. 10
- 10
If a Managed Apple Account is locked or disabled, what must a user do to reset the password?
An Apple Business Manager, Apple Business Essentials, or Apple School Manager user with the required role can reset the password.
If a user is locked out of their Managed Apple Account because Apple suspects fraudulent activities on the account, what must be done to unlock the account?
An Administrator for Apple Business Manager, Apple Business Essentials, or Apple School Manager must contact Apple to unlock the account.
At that point, the Administrator can reset the Managed Apple Account password.
Which enhancements to the user experience are available through an MDM solution?
1. Isolation of the Secure Enclave from the main processor for additional security
2. Automated installation of certificates and applications and configuration of email
3. Notarization and scanning of apps from malicious content and verification that apps are signed by an authorized developer.
- Automated installation of certificates and applications and configuration of email
(An administrator using an MDM solution can securely and wirelessly configure and provision enrolled devices.)
A device is managed and supervised.
Which statement below also applies to the device?
1. It’s user-owned and went through account-driven User Enrollment.
2. It’s an organization-owned and went through Automated Device Enrollment
3. It’s an organization-owned Shared iPad and went through Device Enrollment.
4. It’s an organization-owned Mac with a single administrative user (a supervisor).
- It’s organization-owned and went through Automated Device Enrollment.
(When an organization-owned device is enrolled into an MDM solution using Automated Device Enrollment, that device is both managed and supervised. An MDM administrator has broader control over a supervised device.)
What is the best way to check whether a Mac is managed through an MDM solution?
1. Access the list in System Settings> General> Device Management
2.Check whether the Apple Account signed in to on the device matches your organization domain.
3.Access the settings in System Settings > General > Sharing > Remote Management.
- Access the list in System Settings > General > Device Management.
(If there’s an MDM profile, the device is managed.)
What is the best way to check whether managed setting of iPhone or iPad devices are interacting with your troubleshooting of Wi-Fi issues?
1. Find the MDM profile and tap More Details.
2. Find the Wi-Fi network settings and tap the Info button.
3. Find the MDM profile and tap Leave Remote Management.
- Find the MDM profile and tap More Details.
(Examine the configuration profiles and determine whether a network or certificate profile is interacting with your troubleshooting.)
A user can’t print at the office while signed in to their Managed Apple Account on their user-owned iPhone.
During troubleshooting, where would you check for MDM settings interacting with AirPrint?
1. Settings > General > VPN & Device Management
2. System Settings > Privacy & Security > Profiles
3. Settings> General> VPN & Device Management> Managed Account> Profiles & Device Management
- Settings > General > VPN & Device Management > Managed Account > Profiles & Device Management
(For a user-owned iPhone, the Managed Account contains the profiles.)
If the Personal Hotspot is not working on your iPhone or iPad (Wi-Fi + Cellular) and you have Hotspot turned on (Settings> Personal Hotspot), Restarted the device and made sure you have the latest version of iOS or iPadOS, what should you do next?
On the device providing Personal Hotspot, go to Settings> General> Transfer or Reset [Device]> Reset, then tap Reset Network Settings.
Note: This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you’ve used before.
If you are providing the Personal Hotspot and other users can’t connect to it, what should you try to correct the issue?
Make sure that Allow Others to Join is on
If you are trying to connect to someone else’s Personal Hotspot, what can you try on your device to troubleshoot?
What troubleshooting steps would you try to resolve connection issues?
- Turn Wi-Fi off and back on
- Make sure you connected to the correct Wi-Fi network.
The network name is the same as the iOS device that provides Personal Hotspot, and the Personal Hotspot icon might appear next to it. - If you see a password error when you try to join Personal Hotspot, check the Wi-Fi password on the device that provides Personal Hotspot. Go to Settings> Personal Hotspot to see the Wi-Fi Password.
Sometimes, after restarting your Mac, you may notice recovered files in the Trash. What should you do with these files, if anything?
You should retrieve/recover useful files and then empty the trash.
Note: The recovered files are temporary files used by macOS apps. Usually temporary files are deleted by an app when it no longer needs them. If an app quits unexpectedly, it may not be able to delete the temporary files before it quits. When you restart your Mac, macOS moves these temporary files to the Trash.
If you forget your Encrypted Backup password for your iPhone, iPad or iPod touch, how can you reset it?
- On the device go to Settings> General> Transfer or Reset [Device], then tap reset.
- Tap Reset All Settings and enter your device passcode
- Tap Reset All Settings
- Follow the steps to reset your settings.
This won’t affect your user data or passwords, but it will reset settings like display brightness, Home Screen layout, and wallpaper. It also removes your encrypted backup password. - Connect your device to the Finder, the Apple Devices app, or iTunes again and create a new encrypted backup.
What are some reasons you may need to restore your iPhone or iPod touch by using your computer?(pick 3)
1. Your computer doesn’t recognize your device or says it’s in recovery mode
2. If your screen is stuck on the Apple logo for several minutes with no Progress bar
3. You forgot your password
4. You see the Connect to a computer screen
- Your computer doesn’t recognize your device or says it’s in recovery mode
- If your screen is stuck on the Apple logo for several minutes with no Progress bar
- You see the Connect to a computer screen
What should you do if your iPhone or iPod touch is stuck on the Apple logo?
Connect device to a computer via USB> Update device using Finder (Mac) or Apple Devices app (PC)
Indepth answer/steps
1. Make sure that your Mac is up to date or, if using a PC, make sure to have the latest version of the Apple Devices app or iTunes.
2. Connect your device to your computer with a USB cable.
3. Open Finder on your Mac, or open the Apple Devices app on your PC.
4. Keep your device connected and wait until the connect to your computer screen appears
5. Locate your device on your computer. When you see the option to Update or Restore, choose Update.
(Wait while your computer downloads the software for your device. If the download takes more than 15 minutes and your device exits the Connect to computer screen, let the download finish, then repeat step 3.)
6. After the Update or Restore Completes, set up your device.
Note: This may not be asked on the exam but I added it for additional information if you need it. To force your iPhone to the Connect to your Computer screen:
a. iPhone 8 or later, including iPhone SE (2nd generation and later): Press and quickly release the volume up button. Press and quickly release the volume down button. Then, press and hold the side button until you see the Connect to computer screen.
b. iPhone 7, iPhone 7 Plus, and iPod touch (7th generation): Press and hold the top (or side) and volume down buttons at the same time. Keep holding them until you see the Connect to computer screen.
c. iPhone 6s or earlier, including iPhone SE (1st generation), and iPod touch (6th generation) or earlier: Press and hold both the Home and the top (or side) buttons at the same time. Keep holding them until you see the Connect to computer screen.
If your Mac starts up to a question mark, what does it mean?
Means that your computer’s startup disk is no longer available or doesn’t contain a working Mac operating system.
If your Mac starts up to a circle with a line through it, what does it mean?
Means that your startup disk contains a Mac operating system, but it’s not a version or build of macOS that your Mac can use.
If your Mac starts up with a Globe with warning symbol, what does it mean?
Means that your Mac tried to start up from macOS Recovery over the internet, but couldn’t.
If your Mac starts up to an exclamation point in a circle, what does it mean?
The firmware of your Mac needs to be revived.
In very rare circumstances, such as when a power failure interrupts macOS installation, your Mac might start up to a circled exclamation point. This means that the firmware stored in your computer’s memory needs to be revived or restored.
Where can you go to turn Location Services on or off on your iPhone?
Go to Settings > Privacy & Security > Location Services turn location sharing on or off.
Which set of technologies does Location Services use to determine your device location?
1. Three‑axis gyro, accelerometer, proximity sensor, and dead reckoning
2. Public IP geolocation, digital compass, motion processing, and AirTag Precision Finding
3. GPS signals, Bluetooth connections, local Wi-Fi networks, and the cellular network
- GPS signals, Bluetooth connections, local Wi-Fi networks, and the cellular network
(Location Services uses GPS signals, Bluetooth connections, and local Wi-Fi networks to help determine location. iPhone and iPad (Wi-Fi + Cellular) also use available cellular signals.)
You want to limit the information shared with a shopping coupon app while still knowing about relevant offers for places no more than a short drive away.
1. Turn off Location Alerts.
2. Turn off Location Services.
3. Turn off Precise Location.
4. Turn off Significant Locations.
- Turn off Precise Location.
(Turning off Precise Location limits location data for an app to an approximate location within a 10-mile range of the actual location.)
Maps show your precise location, but how can you send it to a friend using Messages?
1. Location Alerts
2. Share My Location
3. Location Services
4. Significant Locations
- Share My Location
(You must turn on Share My Location to share your current location with others from within apps such as Messages and Find My on a temporary or ongoing basis.)
(True or False) When Private Wi-Fi is turned on for a Wi-Fi network, it means that the MAC address is fixed.
False: Private Wi-Fi Address generates a new MAC address for each network you connect to.
(Note: Enterprise networks can impose MAC address restrictions and prevent a device with a private Wi-Fi address from joining. In this case, you can turn off Private Wi-Fi Address.)
How do you remove an application’s access to the camera in the Privacy section of Privacy & Security settings?
1. Click the application from the list in Camera settings, and click the minus button.
2. Turn off the application from the Camera settings list.
3. Click the application, and click Disable Camera Access.
4. Enter an administrator account password, then delete the application from Camera settings.
- Turn off the application from the Camera settings list.
(You turn off applications to remove their access.)
What do privacy settings help users do?
1. Control what applications can or can’t do with a Mac.
2. Prevent unauthorized applications from opening.
3. Secure data on their disk by encrypting the contents automatically.
- Control what applications can or can’t do with a Mac.
(Users can update camera, microphone, and screen recording settings to control what applications can or can’t do with a Mac.)
Which privacy setting allows applications to monitor input from the user’s keyboard even while they’re using other applications?
1. Accessibility
2. Automation
3. Bluetooth
4. Input Monitoring
- Input Monitoring
(Input Monitoring grants applications access to a user’s input devices.)
What Terminal command would you use to reset privacy settings for all applications on your Mac?
tccutil reset All
Note: This command is case-sensitive, so you must type “All” with the first letter capitalized.
What is the tccutil command used for?
Use tccutil in Terminal to troubleshoot issues with a particular application or reset all privacy settings for a fresh start. The reset option causes applications to ask again the next time they access the service.
(True or False) If your Mac needs space, macOS also clears caches and logs that are safe to delete, including temporary database files, interrupted downloads, staged macOS and app updates, Safari website data, and more.
True
Note: If your disk is partitioned, recommendations apply to only the partition that contains your home directory.
How can you use Activity Monitor to quit a process, even if it’s in a loop or not responding?
Activity Monitor> Process Name list> Select app/process> Click “Stop”> Quit or Force Quit
Indepth Answer/Steps
1. In the Activity Monitor app, under the Process Name list, select the app or process you want to quit. An unresponsive process is marked with (Not Responding).
Note: The Process Name list is not available in the Cache tab listings.
2. Click the Stop button in the upper-left corner of the Activity Monitor window.
3. Choose one of the following options:
a. Quit: This is the same as choosing File > Quit within an app. The process quits when it’s safe to do so. If quitting the process could cause data loss or interfere with another app, the process doesn’t quit.
b. Force Quit: The process quits immediately. If the process has files open, you may lose data. If the process is used by other apps or processes, those apps or processes could experience problems.
To see if a process is used by another process, choose View > All Processes, Hierarchically.
What should you do if an app isn’t responding on iPhone?
Quit the app by opening the App Switcher, swipe right to find the app, then swipe up on the app. Then reopen the app
Users can enroll devices in an MDM solution in what three ways?
Automated Device Enrollment, Device Enrollment and User Enrollment
Note: When you migrate from one MDM solution to another, the steps are slightly different for each enrollment method.
With MDM, what devices would you use Automated Device Enrollment for?
Automated Device Enrollment is designed for devices owned by the organization.
Important: When you restore from a backup onto the same iPhone or iPad, your backup’s supervision state is restored. If you restore from a backup onto a different iPhone or iPad, your supervision state comes from Apple School Manager or Apple Business Manager.
With MDM, what devices would you use Device Enrollment for?
Device Enrollment allows organizations to have users manually enroll devices into a mobile device management (MDM) solution and then manage many different aspects of device use, including the ability to erase the device.
With MDM, what devices would you use User Enrollment for?
Account-driven User Enrollment is designed for BYOD—or bring-your-own-device deployments—where the user, not the organization, owns the device. It works with accounts created in Apple School Manager or Apple Business Manager, or with federated accounts linked to a third-party mobile device management (MDM) solution and an identity provider (IdP), like Google Workspace or Microsoft Entra ID.
How do you reset another user’s account password when you’re logged in to an administrator account on Mac?
1. Select Password & Security in your Apple Account settings, click Change Password, and enter a new password.
2. Select the user’s account in Users & Groups settings, click the Info button, click Reset Password, and enter a new password.
3. Select the General pane in Privacy & Security settings, click Change Password, and enter a new password.
- Select the user’s account in Users & Groups settings, click the Info button, click Reset Password, and enter a new password.
(You reset another user’s login password in Users & Groups settings.)
What does the message “If you forgot your password, you can reset it using your Apple Account” tell you about your ability to reset the password?
1. Because the Mac has FileVault turned on, you can use your Managed Apple Account to reset the password.
2. Because you have iCloud set up on the Mac, you can use your Apple Account credentials to reset the password.
3. Because your user account is associated with your Apple Account, you can use your Apple Account credentials to reset the password.
- Because your user account is associated with your Apple Account, you can use your Apple Account credentials to reset the password.
(When you associate your user account with your Apple Account during the setup of a Mac, you can use your Apple Account credentials to reset the password.)
With FileVault turned on, a message to restart and show password reset options appears after you enter an incorrect password three times.
Which other option do you have after you’ve restarted the Mac?
1. Restart the Mac again while you press and hold the Command-P keys until the Password Reset assistant appears.
2. Keep entering an incorrect password until the Mac automatically shuts down and restarts in macOS Recovery to reset the password.
3. Wait until a message at the bottom of the login screen appears that instructs you to use the power button to shut down the Mac and restart it in macOS Recovery.
- Wait until a message at the bottom of the login screen appears that instructs you to use the power button to shut down the Mac and restart it in macOS Recovery.
(With FileVault turned on, this additional option restarts the Mac in macOS Recovery, so you can reset the password using either an Apple Account or a recovery key.)
On your Mac, how many times can you enter your password incorrectly at the login screen before your account is locked?
1. 4 or more
2. 5 or more
3. 10 or more
- 4 or more
When you enter the password incorrectly four or more times at the Mac startup login screen, macOS locks the account and a message appears on the screen: “Your account is locked. Try again in 1 minute.”
On your Mac, how many times can you incorrectly enter your password before starting up in recoveryOS?
10
After the initial locked account at 4 or more attempts, the lockout time increases with each incorrect attempt, up to 10. If you exhaust the first 10 attempts, you have 10 more available after starting up in recoveryOS.
Which of the following should you turn off before you restore iPhone to factory settings?
1. Find My
2. Cellular data
3. Notifications
- Find My
(You should turn off Find My on iPhone before you restore.)
Where on iPhone can you find the Erase All Content and Settings option?
1. Settings > Control Center
2. Settings > General > Transfer or Reset iPhone
3. Settings > General > Software Update
- Settings > General > Transfer or Reset iPhone
(Settings > General > Transfer or Reset iPhone is where you find the Erase All Content and Settings option.)
Where in Apple Configurator can you choose to restore a device to factory settings?
1. Actions > Prepare
2. Actions > Advanced > Revive Device
3. Actions > Restore
- Actions > Restore
(Actions > Restore is where you restore a device to factory settings. Additionally, you can choose Actions > Advanced > Erase All Content and Settings to retain the current iOS version.)
What happens if Find My is still turned on when you try to restore iPhone or iPad using a Mac?
1. The restore attempt can’t continue.
2. Your Mac disconnects the device.
3. You must enter the Apple Account password on your Mac.
- The restore attempt can’t continue.
(If Find My is turned on, you must turn it off on your device and try again. )
(True or False) You can connect your iPhone or iPad to your mac to restore it to factory settings.
True: This method erases all data and settings and downloads and installs the latest version of iOS or iPadOS on the device. This full system restore process can be helpful when troubleshooting. Make sure that macOS is up to date.
Which of the following is a reason to revive a device?
1. Updating iOS
2. Refreshing the device for a new user
3. Unsticking the device from the Apple logo or a blank screen
- Unsticking the device from the Apple logo or a blank screen
(If iPhone or iPad is unresponsive, you can put the device in recovery mode.)
What do you need to do first when you put a device in recovery mode?
1. Turn off the device.
2. Sign out of the Apple Account.
3. Connect the device to a Mac.
- Connect the device to a Mac.
(To enter recovery mode, you must connect the device to a Mac.)
Which other option can you use if you can’t revive your device and it’s stuck on the Apple logo?
1. Enter recovery mode and attempt to restore the device.
2. Enter recovery mode and update the device.
3. Enter recovery mode and restore from a backup.
- Enter recovery mode and attempt to restore the device.
(If you can’t revive your device, you need to restore its software to factory settings.)
After connecting your iPhone to your Mac and locating it through Apple Configurator, what must you do to put your iPhone into recovery mode?
On your iPhone, press and release the volume up button, press and release the volume down button, and press and hold the side button until the recovery mode screen appears.
Where in Apple Configurator do you go to revive your iPhone?
1. Actions > Prepare
2. Actions > Advanced > Revive Device
3. Actions > Restore
- Actions > Advanced > Revive Device
(Reviving a device may retain user data and doesn’t restore it to factory settings.)
How do you run system diagnostics in Activity Monitor on Mac?
Note: Activity Monitor can collect information about the status of your Mac in a system diagnostics report. You can save the system diagnostics report and send it to Apple Support.
Activity Monitor app> “System diagnostics options” pop-up menu (…) or go to Activity Monitor > View> Run System Diagnostics (This is the likely answer needed for the test)
Then choose one of the following:
1. Sample Process: Creates a report on a selected process over a period of 3 seconds.
2. Spindump: Creates a report for unresponsive apps that were terminated using force quit.
3. System Diagnostics: Creates a report based on different logs on your Mac.
4. Spotlight Diagnostics: Creates a report based on all the processes running on your Mac.
What content is backed up using iCloud Backup? (Name 4)
- Records for purchases (music, movies, TV shows, apps and books)
Note: The purchased content is not backup, only the information about the purchased content. When the device is restored from an iCloud Backup the purchased content is automatically downloaded.
2.Photos and videos
3.Contacts, Calendar events, reminders and notes - Device Settings
- App data
- Home Screen and app organization
- HomeKit configuration
- Medical ID data
- Voice Memos Password
- Message, Apple Messages for Business, text (SMS) and MMS messages
Note: iCloud Backup is also used to back up the local device keychain, encrypted with a key derived from the Secure Enclave UID root cryptographic key of the device. This key is unique to the device and not known to Apple. This allows the database to be restored only to the same device from which it originated, and it means no one else, including Apple, can read it.
How do you see how much storage space is available on your Mac?
- On your Mac, choose Apple menu > System Settings, then click General in the sidebar. (You may need to scroll down.)
- Click Storage, then click All Volumes.
Move the pointer over a color to see the amount of space each category uses. Light gray space represents free storage space.
Which devices can receive files that you send with AirDrop from iPhone or iPad?
1. Mac computers
2. Android phones
3. Windows PCs
- Mac computers
(With AirDrop, you can wirelessly send photos, videos, websites, locations, and more to Mac computers.)
How can you control who can discover your iPhone or iPad when it’s within AirDrop range?
1. Turn off AirDrop in Privacy settings.
2. Set AirDrop to Contacts Only.
3. Require a verification code from the other device in Privacy & Security settings.
- Set AirDrop to Contacts Only.
(You can set AirDrop to Contacts Only or Receiving Off at any time to control who can discover your device and send you files with AirDrop.)
What can you do if you’re having issues sending a file with AirDrop?
1. Make sure that you’re sending from an app developed by Apple.
2. Adjust your Share options in Settings.
3. Adjust your AirDrop receiving settings in Control Center.
- Adjust your AirDrop receiving settings in Control Center.
(You can adjust your AirDrop receiving settings in Control Center if you’re having issues sending a file with AirDrop.)
Where can you find AirDrop settings on macOS?
1. The Finder window
2. Network settings pane
3. Privacy & Security settings pane
- The Finder window
(AirDrop settings are in the Finder sidebar below Favorites, in the General settings pane, or in Control Center in the menu bar.)
If you want to send a file that’s automatically accepted by a secondary device, what must you verify on both devices?
1. Both devices must be signed in to the same Apple Account.
2. Both devices must have Firewall settings turned on.
3. Both devices must have Wi-Fi and Bluetooth turned off.
- Both devices must be signed in to the same Apple Account.
(If you use AirDrop to send a file that’s automatically sent to your device, make sure that you sign in to the same Apple Account on both devices.)
On your Mac, when troubleshooting AirDrop, which System Settings option should you choose?
1. General
2. Privacy & Security
3. Network > Firewall
- Network > Firewall
(Remember to deselect “Block all incoming connections” in the Options section of Firewall.)
Why would you start your Mac in safe mode?
To help determine whether an issue is caused by software that loads as your Mac starts up, you can start up your Mac in safe mode.
What is not loaded when starting your Mac in safe mode?
Prevents certain software from loading as your Mac starts up. This includes login items and extensions that aren’t required by macOS, and fonts that weren’t installed by macOS.
When your Mac is loaded into startup options, what do you do to then boot into safe mode?
With Apple Silicone:
Select your startup disk (normally named Macintosh HD unless you changed it), then press and hold the Shift key to click “Continue in Safe Mode”
Other Macs:
1. Turn on or restart your Mac, then immediately press and hold the Shift key as your Mac starts up. Release when you see the login window.
2. You might see ”Safe Boot” in red text in the upper-right corner of the login window. It might appear on this login window or—if you’re asked to log in again—on the second login window.
(macOS) What keyboard shortcut can trigger a sysdiagnose?
Command + Option + Shift+ Control + Period (.)
Note: The sysdiagnose process can take 10 minutes to complete
(macOS) Where are sysdiagnose files located?
/private/var/tmp/
On your Mac, how do you open a system report?
Choose Apple menu > System Settings> General> About>then click System Report.
What is the primary purpose for System Integrity Protection (SIP)?
System Integrity Protection restricts components to read-only in specific critical file system locations to help prevent malicious code from modifying them.
Where is the setting on iPhone and iPad that keeps apps updated automatically?
1. In Settings > App Store
2. In Settings > Control Center
3. In Settings > General
- In Settings > App Store
(The easy way to remember the location is to associate apps with the App Store.)
What is the first action you should try when an app is unresponsive?
1. Update iOS or iPadOS.
2. Quit the app and reopen it.
3. Contact the developer.
- Quit the app and reopen it.
(The first action to take with an unresponsive app is to quit and reopen it.)
What can you do if restarting apps and devices and updating apps doesn’t improve app behavior?
1. Update iOS or iPadOS.
2. Contact Apple Support.
3. Find another app.
- Update iOS or iPadOS.
(Make sure that iOS or iPadOS is up to date.)
How do you start up a Mac in macOS Recovery?
1. With the Mac shut down, press and hold the power button until “Loading startup options” appears.
2. Turn on or restart the Mac, then immediately press and hold the Shift key as it starts up.
3. Turn on or restart the Mac, then immediately press and hold Command-M until the Apple logo appears.
- With the Mac shut down, press and hold the power button until “Loading startup options” appears.
(Mac computers use the power button for all options.)
What does safe mode prevent from loading when you start up a Mac?
1. Wi-Fi
2. System Settings
3. Login items
- Login items
(Safe mode prevents your Mac from loading login items, system extensions not required by macOS, and fonts not installed by macOS.)
What is a function of macOS Recovery?
1. macOS Recovery enables HD disk mode.
2. macOS Recovery helps you repair or erase a hard disk.
3. macOS Recovery helps you restore your internet connection.
- macOS Recovery helps you repair or erase a hard disk.
(macOS Recovery helps you restore from Time Machine, reinstall macOS, get help online, repair or erase a hard disk, and more.)
Where should you check the status of your network connection?
1. Accessibility settings
2. Network settings
3. General settings
4. Find My app
- Network settings
(You can check the status of a network connection, such as Ethernet or Wi-Fi, in Network settings.)
Where in Network settings can you renew your DHCP lease?
1. Other Services > Set Service Order
2. [service name] > Details > TCP/IP
3. [service name] > Known Networks > Network Settings
4. Other Services > Add Service
- [service name] > Details > TCP/IP
(Click the Renew DHCP Lease button to renew your lease.)
Which Terminal command can help you determine whether a communication issue is related to your computer, your connection, or a remote device?
1. Info
2. Netstat
3. Ping
- Ping
(Pinging can help you determine whether a communication issue is related to your computer, your connection, or a remote device.)
Which key or key combination do you press and hold before you click the Wi-Fi status icon to access the Open Wireless Diagnostics option?
1. Shift
2. Command-W
3. Option-Command-Esc
4. Option
- Option
(Option-clicking the Wi-Fi status icon accesses the Open Wireless Diagnostics option in the macOS Wi-Fi status menu.)
Which type of file is the wireless diagnostics report?
1. Plain text
2. Encrypted
3. Obfuscated
4. Compressed
- Compressed
(The report is a compressed file with a name that begins with WirelessDiagnostics.)
Where can you find the wireless diagnostics report?
1. /private/var/tmp
2. /root/shared
3. /library/logs
4. /system/volumes
- /private/var/tmp
(The wireless diagnostics report is located in the /private/var/tmp folder.)
What is Universal Control?
1. The ability to control any Mac device from your iPhone
2. The ability to use the keyboard, mouse or trackpad of your Mac to control up to two other nearby Mac or iPad Devices
3. The ability to sync you preferred apple settings across all devices that you own through you Apple Account
- The ability to use the keyboard, mouse or trackpad of your Mac to control up to two other nearby Mac or iPad Devices
Note: When using Universal Control, each device shows its own screen and apps, but you can use a single keyboard, mouse, or trackpad to move the pointer, type, and even copy content between them.
What are the system requirements for Universal Control?
In general, macOS 12.4 or later, iPadOS 15.4 or later.
The following are specific systems should they be needed for the exam:
MacBook introduced in 2016 or later
MacBook Pro introduced in 2016 or later
MacBook Air introduced in 2018 or later
Mac mini introduced in 2018 or later
iMac introduced in 2017 or later, or iMac (Retina 5K, 27-inch, Late 2015)
iMac Pro
Mac Pro introduced in 2019 or later
Mac Studio
iPad Pro (all models)
iPad (6th generation) or later
iPad Air (3rd generation) or later
iPad mini (5th generation) or later
How do you turn on Universal Control for your Mac?
- Choose Apple menu> System Settings (or System Preferences).
- Click Displays
- If using macOS Ventura or later, click the Advanced button at the bottom of the settings window.
- Turn on “Allow your pointer and keyboard to move between any nearby Mac or iPad.” Leave the other Universal Control settings turned on for now
How do you turn on Universal Control for your iPad?
- Open the Settings app.
- Tap General, then tap AirPlay & Continuity (or AirPlay & Handoff).
- Turn on Cursor and Keyboard. This setting is available only on iPad models that support Universal Control
What must you do to connect your devices after turning on Universal Control?
- Put your devices near each other and make sure they are awake and unlocked.
- Use your mouse or trackpad to move your pointer past the edge of your screen in the same direction as your other device.
- Move the pointer past the screen until it begins to push through the screen of the other device. To connect to that device, push the pointer all the way through
Universal Control also allows you to drag and drop files between devices. This includes drawings from the iPad dropped into Keynote on your Mac. Dragging a photo from your Mac into Messages on the iPad or dragging files from one Mac to another (or the Files app on your iPad).
However, how does Mac tell you it cannot drop the selected item between devices?
A prohibitory symbol (circle with a line through it) next to the item you are dragging means you can’t drop the item at the current location.
Note: Instead of dragging, you might be able to use the keyboard to copy (Command-C) the item on one device, then paste (Command-V) it on the other device.
How do you Disconnect your devices from Universal Control?
To disconnect a specific device from your Mac, take either of these actions:
1. Put the device that you want to disconnect to sleep.
2. Click Display in Control Center, then choose your connected Mac or iPad under Link Keyboard and Mouse. Or use the Add Display (+) pop-up menu in Displays settings to do the same.
*To disconnect all devices, press Control-Option-Command-Delete on your keyboard.
How do you install Software Updates on your Mac?
- Apple menu> System Settings> General> Software Update
Or use Spotlight to search “Software Update” - When Software Update opens, it automatically checks for new software.
If new software is available for your Mac, click the update or upgrade button to install it. - Before installation begins, you’re asked to enter your administrator password. It’s the password you use to log in to your Mac.
- Allow installation to complete without putting your Mac to sleep or closing its lid. During installation, your Mac might restart and show a progress bar or blank screen several times.
Where do you find Software Updates on your iPhone or iPad?
Settings> General, then tap Software Update
How do you turn on Automatic Updates for iPhone or iPad?
- Go to Settings > General > Software Update.
- Turn on Automatic Updates
- Turn on iOS Updates. Your device automatically updates to the latest version of iOS or iPadOS. Some updates might need to be installed manually.
What is a captive network?
Captive networks are also called “subscription” or “Wi-Fi Hotspot” networks. You can find these networks in coffee shops, internet cafes, hotels, airports, and other public locations. In some countries and regions, wireless carriers sponsor and maintain captive networks.
What do you need to use Instant Hotspot?
The device providing the Personal Hotspot and the device connecting to the Personal Hotspot must be near each other and set up as follows:
1. Each device is either signed in with the same Apple Account or part of the same family group.
2. Each device has both Wi-Fi and Bluetooth turned on.
Why are passkeys more secure than passwords?
They’re uniquely generated for every account by your own device and are less vulnerable to phishing. And they work on all your devices where you’re signed in to the same Apple Account.
What are profiles in Safari on Mac used for?
Starting with Safari 17, you can use profiles to keep your browsing separate for topics like work, personal, or school. Each profile has separate history, cookies, website data, extensions, Tab Groups, and favorites.
How do you create profiles in Safari?
- From the menu bar in Safari, choose Safari> Create Profile or choose Safari> Settings, then click profiles.
- Click Start Using Profiles. Then set up your new proile
If you wanted to use your keyboard like a mouse with Mac, how would turn this feature on?
- Apple menu> System Settings, click Accessibility in the sidebar, then click Pointer Control.
- Turn Mouse Keys on or off.
With Activity Monitor, which grouping helps you view hidden processes?
1. All Processes
2. My Processes
3. Inactive Processes
- All Processes
(All Processes can show system processes normally hidden from the default My Processes grouping and helps locate any unresponsive hidden processes.)
With Activity Monitor, what should you do if an app is unresponsive?
1. Run a system diagnostic.
2. Click the Stop button in Activity Monitor, then click Force Quit to close an unresponsive app.
3. From the menu bar, choose View > All Processes.
- Click the Stop button in Activity Monitor, then click Force Quit to close an unresponsive app.
(Quitting unresponsive processes can help your Mac run more efficiently.)
What additional information can you find in Activity Monitor on MacBook Pro?
1. Battery usage
2. Graphics card usage
3. Energy Impact
- Battery usage
(If you’re using a laptop computer such as a MacBook Pro, battery usage appears at the bottom of the window.)
Which report type is generated when an app quits unexpectedly?
1. Log report
2. Crash report
3. Spin report
- Crash report
(Crash reports are generated when an app quits unexpectedly.)
Which dot color indicates a fault message?
1. Red
2. Yellow
3. Light Gray
- Red
(A red dot indicates fault messages.)
After you open Console, when does it begin streaming log messages?
1. Automatically when Console starts
2. When a user logs in
3. When you click “Start streaming” in the app
4. When an app unexpectedly quits
- When you click “Start streaming” in the app
(Console begins to stream messages only after the user clicks “Start streaming.”)
What is required to set up Instant Hotspot?
1. iOS 14 or later
2. Each device signed in to the same Apple Account
3. A USB connection from iPhone to your Mac
4. A secure Wi-Fi password
- Each device signed in to the same Apple Account
(Each device must be signed in to the same Apple Account and have both Wi-Fi and Bluetooth turned on to use Instant Hotspot.)
When connecting to Personal Hotspot with Wi-Fi, what is the name of the network?
1. Instant Hotspot
2. Personal Hotspot
3. Your Apple Account
4. Your device name
- Your device name
(The Personal Hotspot network name matches the name of your host device.)
Which connection option requires a Personal Hotspot password?
1. USB
2. Wi-Fi
3. Instant Hotspot
- Wi-Fi
(Wi-Fi requires the Personal Hotspot Wi-Fi password.)
Which of the following doesn’t disconnect a device from a Personal Hotspot?
1. Locking the screen
2. Turning off Wi-Fi
3. Turning off Bluetooth
4. Turning off Allow Others to Join
- Locking the screen
(The Personal Hotspot remains available even when the screen of the host device is locked.)
With iPhone or iPad, what can you do with sysdiagnose?
1. Extract diagnostic information from iPhone or iPad devices
2. Extract information from iPad devices only.
3. Extract information from iPhone devices only
- Extract diagnostic information from iPhone or iPad devices
(Sysdiagnose extracts information that either you or AppleCare can use to diagnose iOS or iPadOS issues.)
With iPhone or iPad, which buttons do you press to start sysdiagnose?
1. The volume up button and the side or top button
2. The side or top button
3. Both volume buttons and the side or top button
- Both volume buttons and the side or top button
(You press and hold both volume buttons and the side or top button for 1 to 1.5 seconds to start sysdiagnose.)
Where are sysdiagnose log files located on iPhone?
1. Settings > Privacy & Security > Analytics & Improvements > Analytics Data
2. Settings > Privacy > Analytics & Improvements > Share With App Developers
3. Settings > Privacy > Tracking
- Settings > Privacy & Security > Analytics & Improvements > Analytics Data
(Sysdiagnose log files are located in Settings > Privacy & Security > Analytics & Improvements > Analytics Data on iPhone or iPad.)
Where can you view cache activity in Activity Monitor on Mac?
- In the Activity Monitor app on your Mac, click Cache.
Note: If you don’t see the Cache Tab in the Activity Monitor window, choose Apple menu > System Settings, then click General in the sidebar. (You may need to scroll down.) Click Sharing on the right, then turn on Content Caching. After that, quit and then reopen Activity Monitor to view Cache information. - To see data served for a particular period of time, click the pop-up menu at the bottom of the window, then choose a time period.
Where can you view energy consumption in Activity Monitor on Mac?
Use the Energy pane of the Activity Monitor window to see the energy use of your Mac. You can monitor overall energy use, and see details about the energy use of each app.
How do you turn on the keyboard shortcuts to use Zoom features on your Mac?
- Choose Apple menu > System Settings, click Accessibility in the sidebar, then click Zoom. (You may need to scroll down.)
- Turn on “Use keyboard shortcuts to zoom.”
How do you turn on scroll to Zoom on your Mac?
- On your Mac, choose Apple menu > System Settings, click Accessibility in the sidebar, then click Zoom. (You may need to scroll down.)
- Turn on “Use scroll gesture with modifier keys to zoom.”
- Click the “Modifier key for scroll gesture” pop-up menu, then choose a modifier key (Control, Option, or Command).
- To zoom, press and hold the specified modifier key and scroll using your trackpad or mouse.
What features are available to all safari profiles? (Pick 2)
1. Bookmarks and favorites
2. History, cookies, website data
3. Tab Groups
4. Starer page settings
5. Safari extensions
- Bookmarks and Favorites (though favorites have to be setup for use across profiles)
- Safari Extensions (though they are shared, they need to be turned on or off for each profile)
If you want to delete a passkey on your iPad, where would you go to delete it?
1. Setting> Privacy & Security> Passwords and then tap passkeys
2. Open Passwords and tap Passkeys
3. Settings> Passwords and then tap on Passkeys
- Open Passwords and tap Passkeys
Where can you go to run System Diagnostics?
1. Activity Monitor> File> Run System Diagnostics
2. Console> View> Run System Diagnostics
3. Activity Monitor> Window> Run System Diagnostics
4. Activity Monitor> View> Run System Diagnostics
- Activity Monitor> View> Run System Diagnostics
If someone wanted to navigate their Mac with just their keyboard, what would you suggest?
1. Keyboard Access
2. Full Keyboard Access
3. Pointer Control
- Full Keyboard Access
Someone comes to you saying nothing seems to happen when they touch U, O, J, K, L, 7, 8, 9, keys on their keyboard.
What is the likely cause for this?
1. Sticky Keys
2. Need a new Keyboard
3. Pointer Control
4. Full Keyboard Access
- Pointer Control (This is technically called Mouse Keys but be aware of both terms)
