Chapter 13 ■ Troubleshooting Methodology and Resolving Core Hardware Problems

Question 1

1. You have discovered a fix for a broken laptop. Before implementing changes, what should
   you consider, according to the best practice methodology?
   A. The user’s budget
   B. Company reputation
   C. Upgrade feasibility
   D. Corporate policies

Answer 1

D. Corporate policies

Question 2

2. When a user turns on his desktop computer, nothing appears on the screen. He hears three
   long beeps, followed by three short beeps, and three long beeps. What should you do as a
   next step?
   A. Replace the motherboard.
   B. Replace the RAM.
   C. Replace the CPU.
   D. Look up the beep code on the manufacturer’s website.

Answer 2

D. Look up the beep code on the manufacturer’s website.

Question 3

3. You are identifying the problem while troubleshooting a network issue. Which of the
   following
   are proper steps to help identify the problem? (Choose all that apply.)
   A. Inquire regarding infrastructure changes.
   B. Conduct internal or external research based on symptoms.
   C. Review the system and application logs.
   D. Determine the next steps to resolve the problem.
   E. Question the user and identify user changes to the computer.

Answer 3

A. Inquire regarding infrastructure changes.
C. Review the system and application logs.
E. Question the user and identify user changes to the computer.

Question 4

4. A field technician reports back that the computer she is troubleshooting has exposed distended
   capacitors. Which component has most likely failed?
   A. Power supply
   B. Motherboard
   C. CPU
   D. RAM

Answer 4

B. Motherboard

Question 5

5. You are using the best practice methodology to troubleshoot a video problem. During
   which step should you question the obvious?
   A. Test the theory to determine cause.
   B. Establish a theory of probable cause.
   C. Identify the problem.
   D. Establish a plan of action to resolve the problem.

Answer 5

B. Establish a theory of probable cause.

Question 6

6. You are solving a problem with a desktop computer that was caused by human error. When
   is the appropriate time to implement preventive measures, according to the best practice
   methodology?
   A. When documenting findings, actions, and outcomes
   B. When testing the theory to determine cause
   C. When verifying full system functionality
   D. When questioning the user to identify user changes

Answer 6

C. When verifying full system functionality

Question 7

7. You are troubleshooting a Windows-based desktop computer that is experiencing unexpected
   shutdowns. Which of the following would be a good next step to resolve the issue? (Choose
   all that apply.)
   A. Replace the motherboard, CPU, and RAM to see if it resolves the problem.
   B. Replace the RAM to see if it resolves the problem.
   C. Reinstall Windows to see if it resolves the problem.
   D. Replace the CPU to see if it resolves the problem.

Answer 7

B. Replace the RAM to see if it resolves the problem.
D. Replace the CPU to see if it resolves the problem.

Question 8

8. When a desktop computer boots up, there is no video on the LCD monitor, just a blank
   screen. The system makes one beep when it powers on, and air is coming out of the case
   fan. What is the most likely cause of the problem?
   A. The motherboard has failed.
   B. The video card has failed.
   C. The monitor is disconnected.
   D. The CPU or RAM has failed.

Answer 8

C. The monitor is disconnected.

Question 9

9. You have implemented a solution that resolved an audio problem on a laptop computer.
   Following the best practice methodology, what is the next step to take?
   A. Document findings, actions, and outcomes.
   B. Verify full system functionality and, if applicable, implement preventive measures.
   C. Establish a plan of action to resolve the problem.
   D. Review system and application logs.

Answer 9

B. Verify full system functionality and, if applicable, implement preventive measures.

Question 10

10. You are training a class of new technicians on troubleshooting motherboard issues. Which
    of the following are issues most likely caused by a failing CMOS battery? (Choose two.)
    A. BIOS time and setting resets
    B. Attempts to boot to the incorrect device
    C. Intermittent device failure
    D. BSOD/pinwheel errors

Answer 10

A. BIOS time and setting resets
B. Attempts to boot to the incorrect device

Question 11

11. A desktop computer is experiencing continuous reboots. It gets to the BIOS screen and
    then reboots every time. Which two components are most likely to cause this problem?
    (Choose two.)
    A. Power supply
    B. RAM
    C. CPU
    D. Motherboard

Answer 11

C. CPU
D. Motherboard

Question 12

12. You have fixed a printer problem and verified full functionality. What is the next step to
    take in the best practice methodology?
    A. Document findings, actions, and outcomes.
    B. Conduct internal or external research.
    C. Review system and application logs.
    D. Establish a theory of probable cause.

Answer 12

A. Document findings, actions, and outcomes.

Question 13

13. A user pushes the power button on her desktop computer but nothing happens. She doublechecks
    that it is plugged in and that the wall outlet is working properly. Which components
    are most likely to cause this problem? (Choose two.)
    A. Power supply
    B. Motherboard
    C. Power cord
    D. CPU
    E. RAM

Answer 13

A. Power supply
C. Power cord

Question 14

14. A technician who has been troubleshooting a computer tells you that the system is having
    problems with overheating. Which component is most likely to cause this issue?
    A. Power supply
    B. Motherboard
    C. CPU
    D. RAM

Answer 14

C. CPU

Question 15

15. You turn on a desktop computer and it fails to boot. You hear a rhythmic ticking coming
    from inside the case. What is most likely the problem?
    A. Failed hard drive
    B. Failed motherboard
    C. Failed CPU
    D. Failed RAM
    E. A bomb

Answer 15

A. Failed hard drive

Question 16

16. You are using the best practice methodology to troubleshoot a printer. During which phase
    of the methodology should you use external research based on the symptoms?
    A. Identify the problem.
    B. Establish a plan of action to resolve the problem.
    C. Establish a theory of probable cause.
    D. Implement preventive measures.

Answer 16

C. Establish a theory of probable cause.

Question 17

17. When you turn on a desktop computer, you hear a loud squealing noise coming from
    inside the case. Which components are potential culprits for making the noise? (Choose
    all that apply.)
    A. CPU fan
    B. Power supply fan
    C. HDD
    D. SSD
    E. CPU
    F. RAM

Answer 17

A. CPU fan
B. Power supply fan
C. HDD

Question 18

18. A user complains of smoke and a foul odor coming from his desktop computer, so he shut it
    down. Which component is most likely causing the problem?
    A. Power supply
    B. RAM
    C. CPU
    D. Motherboard

Answer 18

A. Power supply

Question 19

19. A Windows user complains that her computer keeps crashing. What is the proprietary crash
    screen she is most likely seeing?
    A. Stop sign
    B. Pinwheel
    C. BSOD
    D. Black screen

Answer 19

C. BSOD

Question 20

20. You have been troubleshooting a laptop for an hour and have established a theory of probable
    cause for the problem. What is the next step you should take?
    A. Test the theory to determine the cause.
    B. Document findings, actions, and outcomes.
    C. Verify full system functionality and implement preventive measures.
    D. Establish a plan of action to resolve the problem.

Answer 20

A. Test the theory to determine the cause.