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Computer Text Book > Chapt 7 > Flashcards

Chapt 7 Flashcards

1
Q

8 step troubleshooting method

A

Step 1: Identify the problem.
Step 2: Research knowledge base/Internet.
Step 3: Establish a theory of probable cause.
Step 4: Test the theory.
Step 5: Establish a plan of action.
Step 6: Implement the solution or escalate.
Step 7: Verify full system functionality; implement preventive measures.
Step 8: Document findings/lessons learned, actions, and outcomes.

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2
Q

Subsystem

A

A subsystem is the combination of components designed to do a particular task and it can include hardware, software, and firmware components.

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3
Q

If you have a problem Starting (booting) the computer, check this first

A

BIOS/UEFI settings, battery (if settings lost), operating system startup files, test system drive.

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4
Q

If you have a problem Running an office app (word processing, spreadsheet, presentation) check?

A

Repair app; test system drive; uninstall-reinstall app; research any error messages displayed.

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5
Q

If you have a problem Running a database, check?

A

Test data drive, network connection; repair database; repair database app.

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6
Q

If you have a problem Opening a website, check?

A

Check a different website; refresh website; check wired or wireless connection; research any errors displayed; try a different web browser.

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7
Q

If you have a problem Printing, check?

A

Cable, port, driver, test print, printhead, toner level, ink level.

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8
Q

Before you make any changes, make sure you safeguard current settings:

A

If possible, back up the entire system.
On a Windows computer, back up the system Registry using Regedit.
Print out or record current firmware/UEFI/BIOS, network, and software settings.

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9
Q

hardware problems can be ?

A

intermittent

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10
Q

before examining the inside of a computer, do what?

A

Make sure you turn off the computer, disconnect it from power, and use ESD protection before examining the inside of a computer!

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11
Q

Reviewing operating system and application update logs is part of which troubleshooting step?

Establish a theory of probable cause
Identify the problem
Establish a plan of action to resolve the problem and identify potential effects
Implement the solution or escalate as necessary

A

Identify the problem

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12
Q

Setting up staff training to avoid phishing and social engineering is an example of ____________.

establishing a plan of action
identifying the problem
testing the theory
preventive measures

A

preventive measures

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13
Q

Resetting the CMOS is not an example of troubleshooting which of the following components?

Power
RAM
Motherboard
CPU

A

Power

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14
Q

Which of the following components uses TCP/IP configuration settings?

Network adapter
Display
Storage
RAM

A

Network adapter

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15
Q

How can you capture a BIOS/UEFI/firmware setup screen? (Choose the correct method.)

Press the PrintScreen key.
Use a screen snipping program.
Use your smartphone’s camera.
Use Alt+C keys.

A

Use your smartphone’s camera.

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16
Q

The scanner driver is an example of which of the following?

Software
Hardware
Firmware
Subsystem

A

Software

17
Q

You are preparing to test an internal SATA hard drive. Which of the following is not part of the storage subsystem?

SATA cable
BIOS/firmware settings
Power connector
USB port

A

USB port

18
Q

Identify symptoms” is part of which step?

Step 2: Research knowledge base/Internet
Step 4: Test the theory
Step 1: Identify the problem
Step 6: Implement the solution or escalate

A

Step 1: Identify the problem

19
Q

Select the correct order for these steps: (a) Test the theory; (b) Research knowledge base/Internet; (c) Identify the problem; (d) Document findings.

a, b, c, d
c, b, a, d
d, a, c, b
d, c, b, a

A

c, b, a, d

20
Q

A speed monitoring cable is used by which of the following subsystems?

Storage
Display
Power
Cooling

A

Cooling

21
Q

You have swapped a cable with a brand-new cable, and the device still does not work. Which of the following is the correct conclusion to draw?

Something else besides the cable is wrong.
The port is defective
The replacement cable is not known to be working.
The device is defective.

A

The replacement cable is not known to be working.

22
Q

In the process of repairing a “dead” computer, you wind up swapping the power supply, the RAM, and the video card, in that order, keeping each of the replacement parts connected as you swapped the next one. The computer now works. Which of the following is a correct statement of what happened?

The power supply was the problem.
The RAM was the problem.
All of the replaced parts were defective.
We don’t know if the power supply and the RAM are defective.

A

We don’t know if the power supply and the RAM are defective.

23
Q

If the theory is confirmed (confirmed root cause), you should determine the next steps to resolve the problem. What should you do if the theory is not confirmed?

Establish a new theory or escalate.
Question users.
Verify full system functionality and, if applicable, implement preventive measures.
Duplicate the problem, if possible.

A

Establish a new theory or escalate

24
Q

You are applying the troubleshooting methodology steps in order to fix a user’s laser printer that won’t print. While establishing a theory of probable cause, what should you do first?

Duplicate the problem, if possible.
Question the obvious.
Change the toner cartridge.
Approach multiple problems individually.

A

Question the obvious.

25
Q

What are the first and last steps of the troubleshooting methodology?

*Establish a theory of probable cause and implement the solution or escalate as necessary.
*Research knowledge base/Internet, if applicable, and verify full system functionality.
*Test the theory to determine the cause and establish a plan of action.
*Identify the problem and document findings/lessons learned, actions, and outcomes.

A

Identify the problem and document findings/lessons learned, actions, and outcomes.

26
Q

You are attempting to identify an operating system application-related problem for a user. Where would be a great place to gather information from?

The users Pictures folder
The network log
The operating system application log
A second-tier help desk support technician

A

The operating system application log

27
Q

The user is attempting to open a picture and sees an error message instead. When you have the user open another picture in the same folder, the picture opens normally. Which of the following is most likely the cause?

App failure
Hardware problem
Firmware problem
Picture file corrupted

A

Picture file corrupted

28
Q

You are helping a user with a website that doesn’t want to load. Which of the following troubleshooting actions should be tried first to determine if the website itself has a problem?

Open a different website.
Disconnect and reconnect the network cable or USB adapter.
Reinstall the web browser.
Contact the Internet service provider.

A

Open a different website.

29
Q

A user’s desktop computer won’t turn on. The user reports that a hard drive was just replaced at the user’s work area and the tech didn’t test the computer before leaving. Which of the following should you check first?

AC outlet used by computer
Switch on surge suppressor
Power supply switch and AC cord
Front-panel wire from case power switch to motherboard

A

Power supply switch and AC cord

30
Q

You are sitting in an airport terminal awaiting a connecting flight. A fellow passenger is playing “Angry Birds” but can’t make a phone call. Which of the following should be checked first?

Power
Airplane mode
Bluetooth
Wireless

A

Airplane mode

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