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CompTIA A+_ > Chapter 8 Software Troubleshooting > Flashcards

Chapter 8 Software Troubleshooting Flashcards

1
Q

Windows System Performance Solutions

Problem:

System not configured

A

Set the Power setting to High Performance using the Power options icon in the notification area or the Power options in Control Panel.

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2
Q

Windows System Performance Solutions

Problem:

Drive containing paging file and temporary files is nearly full or badly fragmented

A

Use Disk Cleanup in the drive properties to remove unwanted files, check the drive for errors, and defragment the drive

If you have more available space on a different drive, use the Advanced tab in the system properties to change the location of the paging file and temp files

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3
Q

Windows System Performance Solutions

Problem:

System is overheating and CPU is running at reduced speed

A

Remove dust and dirt on the CPU and the system fans.

Check for adequate airflow through the system.

Change back to Balanced power setting.

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4
Q

Windows System Performance Solutions

Problem:

Running low on memory

A

Add RAM. This fixed many performance problems

Exceed the minimum recommended for the version of Windows in use for better performance

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5
Q

Windows System Performance Solutions

Problem:

Sudden performance drop

A

Check for viruses and malware, this is especially important if performance has suddenly plunged

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6
Q

Windows System Performance Solutions

Problem:

Registry errors messages

A

The program CCleaner is widely used for this task

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7
Q

Windows System Performance Solutions

Problem:

General and undiagnosed performance issues

A

Use the performance troubleshooters in your version of Windows

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8
Q

Linux: Three Steps to Better Performance

Performance Optimization:

Remove unneeded startup programs

A

With recent versions of Ubuntu, use the Startup Application manager

With Fedora or other distributions, install GNOME-TWEAK and use its Startup Application manager

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9
Q

Linux: Three Steps to Better Performance

Performance Optimization:

Install more RAM

A

Exceed the minimums recommended for the version of Linux in use for better performance

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10
Q

Linux: Three Steps to Better Performance

Performance Optimization:

Disable unneeded system services

A

System services are typically located in the /etc/init.d directory (folder). Depending on your distribution, you might have a control center that can be used to disable system services, or you might need to use the Nautilus file manager, right-click a service, go to Properties > Permissions, and deselect Execute: Allow Executing File as Program. To determine what a particular service does, look it up in the man pages for your distribution

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11
Q

macOS: Three Steps to Better Performance

Performance Optimization:

Try the additional strategies at right to improve system responsiveness

A

If your MacBook uses a hard disk, replace it with an SSD

Add more RAM

Use Disk Utility to remove apps you no longer need

Use System Preferences to disable unneeded startup apps

Be sure to install macOS updates as they become available

Remove unwanted Dashboard programs
(widgets)

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12
Q

What symbol next to the network icon in the Windows 7 taskbar indicates that the network has limited connectivity also called local connectivity?

A

yellow ! symbol

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13
Q

What symbol next to the network icon in the Windows 10 taskbar indicates that the network has limited connectivity also called local connectivity?

A

red X icon

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14
Q

Take these measures for Windows 7 if you have limited connectivity:

A

open the Network and Sharing Center and click the red X in the Internet connection dialog

Windows launches an Internet troubleshooter

Follow the troubleshooter’s recommendations

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15
Q

Take these measures for Windows 8/8.1 if you have limited connectivity:

A

use Search to locate and start the Internet troubleshooter

Follow the troubleshooter’s recommendations

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16
Q

Take these measures for Windows 10 if you have limited connectivity:

A

Click the network icon in the taskbar to open the Network Status windows

If you are not connected, a Troubleshoot button will appear

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17
Q

For connection problems with any OS take these measures:

A

Turn off the broadband modem or access device, wait about a minute, and then turn it back on

Then turn off the router, wait about a minute, and turn it on again

If the problem was with the broadband modem/access device, this should solve the problem

If this does not solve the problem, contact the ISP as the problem might be on its network

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18
Q

If only one device is affected in regard to a wireless network connectivity:

A

disconnect from a wireless network and reconnect to it

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19
Q

If only one device is affected in regard to a wired network connectivity:

A

restart the computer

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20
Q

Boot failures (or failure to boot) can be caused by:

A

incorrect boot configuration in the BIOS

corrupt or missing boot files

missing driver files

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21
Q

Windows uses the bootmgr and BCD files during the startup process. If these files are corrupted or missing, you see the corresponding error messages:

A

BOOTMGR is missing

The Windows Boot Configuration Data file is missing required information

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22
Q

Windows Boot Error Message:

BOOTMGR is missing message means:

A

the bootmgr is missing or corrupt

This black screen will probably also say Press Ctrl+Alt+Del to Restart; however, doing so probably will not fix the issue

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23
Q

Windows Boot Error Message:

The Windows Boot Configuration Data file is missing message means:

A

that either the Windows Boot Manager (Bootmgr) entry is not present in the Boot Configuration Data (BCD) store or that the Boot\BCD file on the active partition is damaged or missing

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24
Q

There are two ways to repair a missing bootmgr file:

A

Boot to the System Recovery options and select the Startup Repair option. This should automatically repair the system and require you to reboot

Boot to the System Recovery options and select the Command Prompt option. Type the bootrec /fixboot command

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25
Q

To repair the Boot Configuration Data (BCD) store, use this process:

A
  1. Boot to the System Recovery options and select the Startup Repair option. Windows should automatically repair the system and require you to reboot. If not, move on to the second step
  2. Boot to the System Recovery options and select the Command Prompt option. Type boot/ rebuildbcd
    a. If the Bootred.exe tool runs successfully, Windows presents you with an installation path for a Windows directory. To add the entry to the BCD store, type Yes. A confirmation message appears, indicating that the entry was added successfully. Restart the system
    b. If the Bootrec.exe tool can’t locate any missing Windows installations, you must remove the BCD store and then re-create it. To do this you have to type in the command to rebuild the BCD store
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26
Q

The command to rebuild the Boot Configuration Data (BCD) store is:

A

Bcedit /export C: \BCD_Backup
ren c: \boot\bcd bcd.old
Bootrec /rebuildbcd

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27
Q

If Linux won’t start normally, take these options:

A

hold down the Shift key while starting the system

If the GRUB or GRUB2 boot loader appears select the entry marked Rescue or Recovery to load a minimal version of Linux

From the Recovery menu you might be offered a variety of options to fix your system; the options you see depends on the distribution

(If a Linux distribution doesn’t have a menu offering these options, you can run most of the options from the command prompt; using su or sudo to run them

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28
Q

Ubuntu version of Linux offers the following Recovery Menu options:

A

resume: Continues the normal boot process
clean: Frees up space on your file system; use it if the disk is almost full
dpkg: Repairs broken software; use this if software installation failed and be sure to enable networking first with network
failsafex: Enables system to boot to GUI
fsck: Repairs file system errors
grub: Updates grub boot loader
network: Enables networking, which is turned off in Recovery mode
root: Opens system in read/write root shell mode (for experts only)

system-summary: Displays information about the system

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29
Q

Some BIOS will not boot to Linux because Linux partitions don’t use the MS-DOS boot flag. To fix the problem follow these steps:

A

Start the system from a Live CD or Live USB drive and open a terminal session

Use the command sudo fdisk /dev/sda and view partition table settings by running the “p” (print) command

A bootable partition is marked as “a” (active)

If no partition is marked as active, use the “a” command to mark this partition as active, save changes with “w” (write), and restart the system after removing the Live CD

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30
Q

To start macOS in special startup modes, do this:

A

press Cmd+R as soon as the startup sound plays and continue pressing until you are prompted to select a language

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31
Q

macOS Utilities menu includes the following options:

A

Restore from Time Machine Backup:

Reinstall macOS

Get Help Online

Disk Utility

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32
Q

Why would you use the following option within the macOS Utilities menu?

Restore from Time Machine Backup

A

If a backup exists and you with to restore it

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33
Q

Why would you use the following option within the macOS Utilities menu?

Reinstall macOS

A

When you want to install a new version of macOS

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34
Q

Why would you use the following option within the macOS Utilities menu?

Get Help Online

A

When you want to open online help and remote diagnostics options

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35
Q

Why would you use the following option within the macOS Utilities menu?

Disk Utility

A

When you want to repair problems with hard drives

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36
Q

Common Causes of Symptoms for a Malfunctioning OS

Application crashes

A

There are several different causes for this, but most common ones are lack of RAM and overheated CPU

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37
Q

Common Causes of Symptoms for a Malfunctioning OS

Blue and black screens, BSOD and pin wheel

A

Software conflicts, corrupt OS files

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38
Q

Common Causes of Symptoms for a Malfunctioning OS

Printing issues

A

Several possibilities include drivers, print spoolers, and network connectivity

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39
Q

Common Causes of Symptoms for a Malfunctioning OS

Slow bootup

A

Slow loading of services or drivers. Drivers may be corrupt

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40
Q

Common Causes of Symptoms for a Malfunctioning OS

Slow profile load

A

Corrupt profile (drives, etc)

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41
Q

Common Solution(s) of Symptoms for a Malfunctioning OS

Application crashes

A

Kill tasks

Add RAM

Clean airflow vents

Reboot

Apply application updates

Roll back updates if problems started after last update

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42
Q

Common Solution(s) of Symptoms for a Malfunctioning OS

Blue and black screens, BSOD, and pin wheel

A

Safe boot

Check hardware

Re-image/reload OS

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43
Q

Common Solution(s) of Symptoms for a Malfunctioning OS

Printing issues

A

Check connections

Clear print queue

Reboot printer

Reprint

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44
Q

Common Solution(s) of Symptoms for a Malfunctioning OS

Services fail to start

A

Search for “Local Services” and try right-clicking to restart

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45
Q

Common Solution(s) of Symptoms for a Malfunctioning OS

Slow bootup

A

Check boot order

Scan for malware

Disable/delay startup applications

46
Q

Common Solution(s) of Symptoms for a Malfunctioning OS

Slow profile load

A

Edit the Registry- cautiously! Microsoft and others have support steps for this, but they involve Registry edits. Be sure you know what you are doing before editing the Registry!

47
Q

Possible Causes of Symptoms of Malware Infection

Pop-ups

A

If the browser has pop-up blocking enabled but pop-ups are showing up anyway, the system might be infected with malware.

If many pop-ups are displayed onscreen

48
Q

Possible Causes of Symptoms of Malware Infection

Browser redirection also known as browser hijacking

A

Some “free” apps offer to change your browser home page during installation, but you can opt in or opt out of the change. If an app changes your browser home page without notifying you, if could be malware.

49
Q

Possible Causes of Symptoms of Malware Infection

Security alerts

A

Sometimes alerts that pop up without any notification in Defender or the Action Center are attempts to infect your system by tricking you into clicking a phishing link in the pop-up

50
Q

Common Symptoms of Malware Infections are:

A

Pop-ups

Browser redirection

Fake security alerts

Slow performance

Internet connectivity issues

PC/OS Lockups

Application crashes

OS updates failures

Rogue antivirus

Spam

Renamed system files

Files disappearing

File permission changes

Hijacked email and responses from users regarding email

Automated replies from unknown sent email

Access denied

Invalid certificate

Logs

51
Q

OS and Third Party Tools to Prevent and Fight Malware Infections:

Antivirus software

A

Provides real-time protection against threats from local files, websites, and email.

It should be configured to perform scans at least weekly

52
Q

OS and Third Party Tools to Prevent and Fight Malware Infections:

Anti-malware software

A

Normally used to scan for infections that might have been missed by antivirus software

These programs typically do not conflict with antivirus software

Built in versions are called Gatekeeper in macOs and Windows Defender in Windows is both Anti-malware and Anti-virus software

53
Q

OS and Third Party Tools to Prevent and Fight Malware Infections:

WinRE/Recovery Console

A

can be used when a Windows OS fails to start

can be used to try commands in a safe environment to see if they resolve an issue

54
Q

OS and Third Party Tools to Prevent and Fight Malware Infections:

Bootable antivirus programs

A

Bootable USB flash drives or optical discs can be used to launch antivirus and anti-malware scans without starting the normal OS

55
Q

OS and Third Party Tools to Prevent and Fight Malware Infections:

Terminal (macOS and Linux)

A

can be used to change file attributes, delete files, and run backup and repair utilities

56
Q

OS and Third Party Tools to Prevent and Fight Malware Infections:

Preinstallation environments

A

used by itself to run programs on a Windows system from the command line

57
Q

OS and Third Party Tools to Prevent and Fight Malware Infections:

Event Viewer

A

use to see what events have taken place in the system including app crashes, security changes, and more

58
Q

OS and Third Party Tools to Prevent and Fight Malware Infections:

Refresh/Reset

A

Windows 8/8.1 includes Refresh to reinstall Windows and Windows Store apps, remove other apps and leave user data in place. They include Reset to return systems to its as-shipped condition and deletes user data

In Windows 8, Reset Your PC removes all files and performs a factory reset

Windows 10 Reset enables you to keep personal files, if deisred

59
Q

OS and Third Party Tools to Prevent and Fight Malware Infections:

MSCONFIG/Safe boot

A

can be used to turn off selected startup programs and nonessential system services. The Safe Boot option turns off all startup programs and nonessential system services

60
Q

What is the seven-step procedure to remove malware?

A
  1. Identify malware symptoms
  2. Quarantine infected systems
  3. Disable System Restore (in Windows)
  4. Remediate the infected systems
    a. Updating anti-malware software
    b. Scanning and removal (Safe mode, preinstallation environment)
  5. Schedule scans and run updates
  6. When the system is clean, enable System Restore without copying infected files. Manually create a restore point in Windows
  7. Educate the end user.
61
Q

Describe the step in the malware removal process:

Quarantine infected systems

A

Disconnect the system from wired and wireless networks and suspect any media that has touched the system as being possibly infected

62
Q

Describe the step in the malware removal process:

Disable System Restore (in Windows)

A

Disable System Restore at this point so that it doesn’t run and create a restore point with infected files before the system is cleaned

Some malware programs have used System Restore to reinfect systems

System Restore is designed to help recover from user error or system crashes, not spread malware

63
Q

Describe the step in the malware removal process:

Remediate the infected systems

A

Use a different system to change passwords for network access, e-commerce, and social media. Back up data in case the system must be reformatted. Check backup for malware before reinstalling it.

64
Q

Describe the step in the malware removal process:

Updating anti-malware software

A

To update anti-malware on a quarantined system, download offline update files on a different system, copy them to a USB flash drive, and install the updates on the quarantined

65
Q

Describe the step in the malware removal process:

Scanning and removal (Safe mode, preinstallation environment)

A

Run scans and remove threats in Safe mode or WinRE. If a quarantined system’s antivirus/anti-malware cannot be updated, the apps might be themselves infected or blocked by malware. Download the files needed to create a CD or USB bootable anti-malware disc or USB drive on a different system

66
Q

Describe the step in the malware removal process:

Schedule scans and run updates

A

Update anti-malware and antivirus software and run full scans with both. If the infection source is known by name, first use a specific removal tool (if available) and follow it up with full scans. Scan with more than one tool to ensure that the infection is removed

67
Q

Describe the step in the malware removal process:

When the system is clean, enable System Restore without copying infected files

A

Manually create a restore point in Wndows

68
Q

Describe the step in the malware removal process:

Educate the end user:

A

Discuss principles of avoiding malware infections with end users.

If the infection vector is known, discuss it specifically.

Also provide general guidance for safe computing

69
Q

A system lockout takes place when:

A

you have forgotten your password, PIN code, or pattern code and make so many attempts to log in that login attempts are blocked

70
Q

How can you get into an Android phone after a system lockout?

A

You can put in you Google (Android) login information if you know it

Perform a hard reset on the phone, which wipes out all apps and data

71
Q

How can you get into an iPhone phone after a system lockout?

A

use iTunes to restore your device if you have previously used iTunes to back up the device

72
Q

A user may be locked out from an app when the rest of the phone is performing normally. The problem could stem from any of the several possibilities, including:

A

A recent OS update conflicts with the app

The app has an update that needs to be installed

App authentication needs to be updated

73
Q

If you try to update the app and problems persists, you can take two basic steps to address the issue:

A
  1. Completely shut down (not just restart) the phone or device. If this solves the problem, you can stop here
  2. If Step 1 did not solve the problem, follow these four steps:a. Delete the app
    b. Shut down the phone again
    c. Restart the phone
    d. Download a fresh version of the app
74
Q

To solve problems with corrupt or outdated apps, you can uninstall them and then reinstall them. For Android follow these steps

A
  1. Go to Settings > Device > Applications > Application Manager
  2. Select an app and tap Uninstall
  3. To reinstall the app, go to Google Play and install it again
75
Q

To solve problems with corrupt or outdated apps, you can uninstall them and then reinstall them. For iOS follow these steps:

A
  1. On the home screen, press and hold any app’s icon until the apps all wiggle
  2. Tap the X on an app to remove that app. Tap Delete to confirm.
  3. To reinstall the app, go to the Apple App Store and install it again
76
Q

To solve problems with corrupt or outdated apps, you can uninstall them and then reinstall them. For Windows 10 Mobile follow these steps:

A

1 Press and hold the app’s icon and tap Uninstall

  1. To reinstall the app, go to the Microsoft Store and install it again
77
Q

A soft reset restarts:

A

an Android device to help fix problems with the phone or its apps without deleting user data

78
Q

Depending upon the device, you can use one or more of the following soft reset methods:

A

Press and hold the power button until you are prompted to turn off the device and tap Power Off. To turn the device back on, press and hold the power button until the device restarts

Remove the battery. After a minute or two, reinstall the battery and restart the device

Press and hold the power button and volume down button simultaneously until the device restarts

79
Q

Here’s how to do a restart that simply turns off and re-starts the device:

A
  1. Press and hold Sleep/Wake (on the right side of the iPhone) until the Slide to Power Off slider appears
  2. Drag the slider to the off position and then wait a few seconds
  3. Press and hold Sleep/Wake until the device displays the Apple logo
80
Q

Here’s how to do a forced restart that clears the iOS but does not erase data:

A

iPhone 7 or iPhone 7 Plus: Hold down both the Side and Volume Down buttons for about 10 seconds until the Apple logo is displayed

iPhone 8 or later: Press and quickly release the Volume Up button and then press and quickly release the Volume Down button. Then press and hold the Side button until you see the Apple logo

81
Q

The term hard reset refers to:

A

deleting all the information from a mobile device to reset it to factory condition (or reset to factory default). Apple prefers to use the term erase

82
Q

To erase an iOS device so it can be given away or sold, follow these steps:

A

go to Settings > General > Reset > Erase All Content and Settings

83
Q

Before doing a hard reset on an Android device follow these steps:

A
  1. Back up the device, if possible
  2. Try a soft reset
  3. If you must perform a hard reset, make sure the device is charged
  4. Unplug the device from power
  5. Turn it off
  6. Use the appropriate keystroke(s) for your smartphone or tablet and version of Android
84
Q

Android Mobile Configuration Settings Options

Settings Menu

Connections

A

Configure WiFi, Bluetooth, Airplane mode, mobile hotspot and tethering, NFC, tap and pay, printing, MirrorLink (connect to car), VPN, set default messaging app, network operators

Check data usage

85
Q

Android Mobile Configuration Settings Options

Settings Menu

Device > Sounds and Notifications

A

Configure sounds, vibration, volume, ringtones, sound quality, do not disturb

86
Q

Android Mobile Configuration Settings Options

Settings Menu

Device > Display

A

Change brightness, font, screen timeout, screen mode, others

87
Q

Android Mobile Configuration Settings Options

Settings Menu

Device > Motions and Gestures

A

Change direct call, mute, others

88
Q

Android Mobile Configuration Settings Options

Settings Menu

Device > Applications

A

Change settings for each application, select default apps, uninstall, force stop, or disable apps

89
Q

Android Mobile Configuration Settings Options

Settings Menu

Personal

A

Configure wallpaper, themes, lock screen, security, privacy and safety, accessibility, accounts, backup and reset, and easy mode

90
Q

Android Mobile Configuration Settings Options

Settings Menu

Sysyem

A

Access language and input, battery and power savings modes, storage usage, date and time, help, developer options, and information about the device (software updates)

91
Q

Apple iOS Mobile Configuration Settings Options

Settings Menu

General

A

Set options for Siri, software updates, search, multitasking, lock rotation/mute, auto lock, date and time, keyboard

92
Q

Apple iOS Mobile Configuration Settings Options

Settings Menu

Main menu

A

Access Airplane mode, WiFi, Bluetooth, notifications, control center, do not disturb, and settings for individual apps

93
Q

Apple iOS Mobile Configuration Settings Options

Settings Menu

Display & Brightness

A

Set brightness, text size, and bold text

94
Q

Apple iOS Mobile Configuration Settings Options

Settings Menu

Wallpaper

A

Choose new wallpaper

95
Q

Apple iOS Mobile Configuration Settings Options

Settings Menu

Sounds

A

Set volume, event sounds (such as ringtones), lock sounds, and keyboard clicks

96
Q

Apple iOS Mobile Configuration Settings Options

Settings Menu

Passcode

A

Create or change the passcode

97
Q

Apple iOS Mobile Configuration Settings Options

Settings Menu

Battery

A

View the battery usage and percentage

98
Q

Apple iOS Mobile Configuration Settings Options

Settings Menu

Privacy

A

Access location services, contacts, calendars, reminders, photos, Bluetooth sharing, microphone, cameras, HomeKit, motion and fitness, third-party apps, diagnostics, and usage data sharing, and advertising (to limit ad tracking)

99
Q

When you experience signal drop or a weak signal with a WiFi connection, you can:

A

scan for other available wireless networks

100
Q

When you experience signal drop or a weak signal with a cellular data connection, you can:

A

move to a different location, preferably near a window or outside the building, or adjust how you hold the phone

101
Q

What can be used to improve performance ff cellular connections are good outside the office or home but poor inside?

A

a cellular repeater

102
Q

Power drain is usually caused by:

A

the screen brightness being turned up and by having too many apps running at the same time

103
Q

Slow data speeds can be caused by a number of factors like:

A

No connection to a cellular network

A week cellular or WiFi signal

“Unlimited” data plan speed caps after reaching speed or data limits per billing

104
Q

To prevent your device from pairing with unknown devices to these:

A

Turn off Bluetooth when you are not using a Bluetooth device

When you use a Bluetooth device, make sure your mobile device requests a code from a device attempting to pair.\

105
Q

To prevent personal files or data from being discovered in the event that your mobile device is lost follow these steps:

A
  1. Enable encryption
  2. Enable options to lock and wipe your device in case of loss
  3. Avoid attaching to open WiFi networks
  4. Use a VPN for secure connections if you must use an open WiFi network
  5. Disable WiFi tethering or connection sharing services if not in use
106
Q

Jailbreaking an iOS device is used to:

A

allow users to install different OS and continue to use their cellular and data connections

107
Q

To reduce CPU, memory, and storage usage follow these methods:

A

Uninstall apps that are not needed

Configure apps to receive updates only via WiFi (not cellular)

Turn off background updates

108
Q

Before retiring a device or to eliminate apps that may put privacy at risk what should you do?

A

Perform a factory reset on the device

109
Q

How do you back up your data and reset a device on an Android device?

A
  1. Make sure Back Up My Data and Automatic Restore are enabled
  2. Go to Settings > Personal > Backup and reset > Factory Data Reset
  3. After reviewing the warnings, click Reset Device
110
Q

How do you back up your data and reset a device on an iOS device?

A
  1. Install the latest version of iTunes on your host PC or macOS computer
  2. Start iTunes
  3. Connect your device to the computer via the charge/sync cable. Trust the device or enter a passcode if prompted
  4. Select your device
  5. Back up its contents. Be sure to select Transfer Purchases
  6. To erase the device go to Summary > Restore
  7. Tap Restore again to erase your device and reload it to its original factory condition

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