Chapter 1

Question 1

What is the second step of the A+ troubleshooting methodology?
❍ A. Identify the problem.
❍ B. Establish a theory of probable cause.
❍ C. Test the theory.
❍ D. Document.

Answer 1

❍ B. Establish a theory of probable cause.

Question 2

When you run out of possible theories for the cause of a problem, what should
you do?
❍ A. Escalate the problem.
❍ B. Document your actions so far.
❍ C. Establish a plan of action.
❍ D. Question the user.

Answer 2

❍ A. Escalate the problem.

Question 3

What should you do before making any changes to the computer? (Select the
best answer.)
❍ A. Identify the problem.
❍ B. Establish a plan of action.
❍ C. Perform a backup.
❍ D. Escalate the problem.

Answer 3

❍ C. Perform a backup.

Question 4

Which of these is part of step 5 of the six-step troubleshooting process?
❍ A. Identify the problem.
❍ B. Document findings.
❍ C. Establish a new theory.
❍ D. Implement preventative measures.

Answer 4

❍ D. Implement preventative measures.

Question 5

What should you do next after testing the theory to determine cause?
❍ A. Establish a plan of action to resolve the problem.
❍ B. Verify full system functionality.
❍ C. Document findings, actions, and outcomes.
❍ D. Implement the solution.

Answer 5

❍ A. Establish a plan of action to resolve the problem.

Question 6

There is a problem with the power supplied to a group of computers, and you do
not know how to fix the problem. What should you do first?
❍ A. Establish a theory of why you can’t figure out the problem.
❍ B. Contact the building supervisor or your manager.
❍ C. Test the theory to determine cause.
❍ D. Document findings, actions, and outcomes

Answer 6

❍ B. Contact the building supervisor or your manager.

Question 7

You have confirmed the theory that a video card is bad and needs to be
replaced. What should you do next?
❍ A. Escalate the problem.
❍ B. Document your actions so far.
❍ C. Establish a plan of action.
❍ D. Question the user.

Answer 7

❍ C. Establish a plan of action.

Question 8

A computer won’t turn on when you press the Power button. What should you
check first?
❍ A. If an operating system is installed.
❍ B. Documentation.
❍ C. If the monitor is plugged in.
❍ D. If the computer is plugged in.

Answer 8

❍ D. If the computer is plugged in.

Question 9

Which of these is contained within step 1 of the six-step troubleshooting
process?
❍ A. Question the user.
❍ B. Document findings.
❍ C. Establish a new theory.
❍ D. Escalate the problem.

Answer 9

❍ A. Question the user.

Question 10

Which of the following are possible faulty components when there is nothing on
the display? (Select all that apply. Two apply)
❍ A. Sound card
❍ B. Video card
❍ C. Processor
❍ D. Network card

Answer 10

❍ B. Video card

❍ C. Processor

Question 11

You dropped a screw in the case of a PC. What is the best tool to use to retrieve
the screw?
❍ A. Compressed air
❍ B. Computer vacuum
❍ C. Plastic tweezers
❍ D. Screwdriver with magnetized tip

Answer 11

❍ C. Plastic tweezers

Question 12

What is the last step of the six-step troubleshooting process?
❍ A. Question the user.
❍ B. Verify full system functionality.
❍ C. Establish a plan of action.
❍ D. Document findings.

Answer 12

❍ D. Document findings.