CompTIA A+ 220-902: Practice Exam

Question 1

A technician is instructed to configure a new workstation to boot the OS from the network. The technician must enable which of the following FIRST?

A. PXE
B. WOL
C. WiFi
D. UPNP

Answer 1

A. PXE

Question 2

A technician is troubleshooting a PC with multiple volumes. To verify which are active and assigned drive letters, the technician should use the LIST function of which of the following
commands?

A. extract
B. diskpart
C. bootrec
D. chkdsk

Answer 2

B. diskpart

Question 3

When using Microsoft Windows 8.1 Operating System, which of the following features allows scripts and snippets to run?

A. One Drive
B. XP Mode
C. Power Shell
D. Windows Firewall

Answer 3

C. Power Shell

Question 4

A PC technician notices that the printers deployed via a new Group Policy are not showing up on the workstation. Which of the following commands should be run on the PC?

A. extract
B. robocopy
C. gpupdate
D. tasklist

Answer 4

C. gpupdate

Question 5

A technician is tasked with installing Windows on numerous network PCs. Which of the following is the QUICKEST method for getting a standard configuration to the PCs?

A. Prebuilt image using PXE
B. Single solid state/flash drive with answer file
C. Hot swappable image drive
D. Internal hard drive partition with the image

Answer 5

A. Prebuilt image using PXE

Question 6

A user prefers an external monitor, mouse, and keyboard for a laptop. The user does not want to use the built-in screen; however, when the laptop lid is closed, it goes into sleep
mode. Which of the following Control Panel items can be used to disable this feature?

A. Action Center
B. System
C. Display Settings
D. Power Options

Answer 6

D. Power Options

Question 7

technician is remotely connecting to a workstation using SSH to transfer a security hotfix. Which of the following command line tools would the technician use to create a directory to store the hotfix?

A. dir
B. rd
C. cd
D. md

Answer 7

D. md

Question 8

A small office experiences frequent power outages. Upon rebooting the Windows workstations after each power outage, users report the inability to open shared files. Which of the
following MUST a technician configure to resolve this issue in the future?

A. Check the “Reconnect at logon” checkbox for the mapped network drive
B. Connect all computers in the office to UPS devices
C. Re-map the mapped network drive with the domain administrator account
D. Replace the hard drives on the file server hosting the shared files

Answer 8

A. Check the “Reconnect at logon” checkbox for the mapped network drive

Question 9

Which of the following updates should be performed on a regular basis to ensure the OS has the latest security patches?

A. Anti-malware updates
B. Driver updates
C. Windows updates
D. Firmware updates

Answer 9

C. Windows updates

Question 10

A technician is trying to install Windows on a computer. The install process reports there are no storage devices available, but the BIOS shows a hard drive is installed. Which of the following does the technician need to do?

A. Create a primary partition
B. Use NTFS
C. Enable PXE
D. Install third-party drivers

Answer 10

D. Install third-party drivers

Question 11

A customer with a PC has requested assistance setting up Windows 7 parental controls within the web browser. The customer would like to limit how much time a child can spend on a particular website. Which of the following tabs under Internet Options will allow the user to create those settings?

A. Privacy
B. Advanced
C. Security
D. Content

Answer 11

D. Content

Question 12

A technician is performing a clean install of Windows on a new hard drive from a factory DVD, but the computer does not recognize the optical disc. A “non-system disk or disk error” is
observed. Which of the following should the technician do FIRST?

A. Update the motherboard firmware
B. Check the cables
C. Replace the optical drive
D. Check the BIOS setting

Answer 12

D. Check the BIOS setting

Question 13

An administrator has a new workstation that has been loaded with the Windows OS and configured with the proper IP settings. The workstation needs to be added to the corporation’s
domain. Which of the following utilities will the administrator access to configure this setting?

A. System Properties
B. System Information
C. System Protection
D. System Management

Answer 13

A. System Properties

Question 14

A technician is attempting to remove malware from a customer’s workstation. Which of the following Control Panel utilities should the technician use?

A. Folder Options > View hidden files
B. System > Performance
C. Display Settings > Refresh rate
D. Internet Options > Privacy

Answer 14

A. Folder Options > View hidden files

Question 15

Which of the following should be used to ensure that a Windows OS is functioning optimally?

A. Driver updates
B. Scheduled backups
C. Application updates
D. Restore points

Answer 15

A. Driver updates

Question 16

A technician needs to log into a user’s computer to fix the user’s corrupt local profile. Which of the following connectivity tools will allow the technician to connect to the user’s computer?

A. Remote Assistance
B. Virtual Private Network
C. Computer Management
D. Remote Desktop

Answer 16

D. Remote Desktop

Question 17

An end user needs to completely re-install Windows 7 on a home computer but it did not come with any OS discs. How would a technician accomplish this?

A. Recovery partition
B. Primary partition
C. System restore
D. System refresh

Answer 17

A. Recovery partition

Question 18

A user is unable to find the preferred default network printer in the printers list in the user profile. Which of the following is the FIRST step that should be taken?

A. Map printer
B. Reboot computer
C. Check to see if printer is turned on
D. Log in as a different user and see if printer is mapped

Answer 18

A. Map printer

Question 19

A technician needs to perform a backup while a system is running. Which of the following services allows this task to be accomplished?

A. Robocopy
B. Shadow copy
C. Xcopy

D. System restore

Answer 19

B. Shadow copy

Question 20

A technician has been tasked with loading the operating system on every PC with a blank hard drive on a network. The technician wishes to install the operating system with minimal
physical interaction with the PCs. Which of the following is the BEST way to accomplish this?

A. Clone the operating system from an image onto optical media.
B. Use the original software media to load the operation system on every PC.
C. Set up a central image that the PCs can load from a PXE boot.
D. Create an image and copy it from a USB drive using an unattended answer file.

Answer 20

C. Set up a central image that the PCs can load from a PXE boot.

Question 21

A technician is navigating through a Windows OS via command prompt. The technician needs to display the content of a folder. Which of the following is the BEST option for accomplishing this task?

A. dir
B. ls
C. rd
D. cmd

Answer 21

A. dir

Question 22

A network administrator needs to connect to resources from an offsite location while ensuring the traffic is protected. Which of the following should the administrator use to gain access
to the secure network?

A. SSH
B. VPN
C. SFTP
D. RDP

Answer 22

B. VPN

Question 23

A user states that when typing in directions on a navigation website, the map is not viewable in a newer web browser. The technician runs updates to Java, but is still unable to view the
map. The technician should change which of the following Internet Options?

A. Compatibility view
B. Manage add-ons
C. Clear browser cache
D. Pop-up blocker

Answer 23

A. Compatibility view

Question 24

A technician has successfully completed a gpupdate from a CMD box of a user’s PC and is ready to move to the next user. Which of the following is the appropriate NEXT step? (Select TWO).

A. View the CMD process in Task Manager
B. Type EXIT at the command prompt and press Enter
C. Minimize the CMD box to the taskbar
D. Click the “x” in the top right of the CMD window
E. Select Switch User on the PC

Answer 24

B. Type EXIT at the command prompt and press Enter
D. Click the “x” in the top right of the CMD window

Question 25

An administrator is in a Remote Assistance session, sharing a user’s desktop. While trying to map a shared network drive for the user, an “access denied” error is encountered while
using the user’s credentials. Which of the following should be the administrator’s NEXT step?

A. Ensure the user’s account is not locked out
B. Use the fully qualified domain name of the share

C. Open the location with administrator privileges
D. Try mapping with a different drive letter

Answer 25

C. Open the location with administrator privileges

Question 26

Ann, a user, discovers that all of her documents will not open. The documents open properly on another computer. Which of the following tools will be the FASTEST for a technician to use to allow the documents to open?

A. Backup
B. Recovery Image
C. chkdsk
D. System Restore

Answer 26

D. System Restore

Question 27

A technician is tasked with enabling TLS version 1.0, 1.1, and 1.2 on a client Internet Explorer browser. Which of the following Internet Options Tabs should the technician look to enable the aforementioned TLS settings?

A. Advanced
B. Security
C. Privacy
D. Connections

Answer 27

A. Advanced

Question 28

Which of the following network hosts would MOST likely provide the services needed to allow client access to Internet web pages?

A. File server
B. Web server
C. WINS server
D. Proxy server

Answer 28

D. Proxy server

Question 29

Which of the following best practices is used to fix a zero-day vulnerability on Linux?

A. Scheduled backup
B. Scheduled disk maintenance
C. Patch management
D. Antivirus update

Answer 29

C. Patch management

Question 30

Which of the following tools is used to type or paste recovery commands directly into a Linux box?

A. Shell/terminal
B. Backup/time machine
C. Command/cmd
D. Restore/snapshot

Answer 30

A. Shell/terminal

Question 31

A technician is installing Bluetooth speakers in a conference room. Which of the following will be the average operating range of the speakers?

A. 10 feet (3 meters)
B. 15 feet (5 meters)
C. 30 feet (9 meters)
D. 45 feet (14 meters)

Answer 31

C. 30 feet (9 meters)

Question 32

A user has a Windows 8.1 RT operating system and wants to add additional programs to the computer. Which of the following is available for installing more applications?

A. Microsoft Store
B. DVD
C. Google Play
D. iTunes

Answer 32

A. Microsoft Store

Question 33

A company that manages its own cloud, while utilizing a third-party vendor to help manage storage, is implementing which of the following infrastructure types?

A. Hybrid
B. Community
C. Private
D. Public

Answer 33

A. Hybrid

Question 34

An administrator has a virtual client running but cannot receive network connectivity. The host workstation is able to access the network. Which of the following would the administrator
check on the host to repair the problem?

A. The cable connected to the network
B. Virtual host network adapter
C. USB host adapter
D. The domain of the virtual machine

Answer 34

B. Virtual host network adapter

Question 35

A Google account on an Android device by default will synchronize to which of the following locations?

A. Cloud
B. SSD
C. PC desktop
D. MicroSD

Answer 35

A. Cloud

Question 36

How would a technician install Windows OS on a MAC OS computer without using third-party software?

A. Terminal
B. Boot Disk
C. Disk Utility
D. Boot Camp

Answer 36

D. Boot Camp

Question 37

A user wants to configure a smartphone to save all attachments from an Outlook.com email to a cloud-based service. Which of the following would be BEST to use to accomplish this?

A. Google Drive
B. iCloud
C. One Drive
D. FTP

Answer 37

C. One Drive

Question 38

Virtual machines provide users with the ability to do which of the following?

A. Extend 32-bit machines to 64-bits
B. Share hardware resources
C. Increase the network download speed
D. Use less memory in the machine

Answer 38

B. Share hardware resources

Question 39

Which of the following features of a mobile device operates the touch screen?

A. Gyroscope
B. Digitizer
C. Accelerometer
D. Geotracking

Answer 39

B. Digitizer

Question 40

A technician contacts the network administrator to request a list of all static IP addresses in the building. Which of the following server roles would the technician MOST likely review to find that information?

A. DHCP server
B. DNS server
C. File server
D. Proxy server

Answer 40

A. DHCP server

Question 41

A technician is tasked with setting up a user’s webmail on a tablet, phone, and laptop. The user would like the data synced to all three devices. Which of the following items can be
synced to the devices via webmail? (Select THREE).

A. Free/busy
B. Programs
C. Documents
D. Calendar
E. Favorites
F. Social media
G. Contacts

Answer 41

A. Free/busy
D. Calendar
G. Contacts

Question 42

A network administrator is unable to install programs on a workstation. Which of the following is MOST likely the reason the administrator is not able to install applications?

A. The workstation is victim of a denial of service attack.
B. The username is not authenticating on the network.
C. The username is not part of the local administrator group.
D. The administrator has not applied appropriate security patches.

Answer 42

C. The username is not part of the local administrator group.

Question 43

A technician has been tasked with limiting the users who can connect to a network printer located centrally within an office environment. Which of the following tools would be the
BEST to utilize to achieve this goal?

A. VPN
B. ACL
C. RDP
D. DLP

Answer 43

B. ACL

Question 44

An end user has reported not receiving emails sent by a specific customer. Which of the following is the MOST likely cause of this issue?

A. The HIPS device is blocking the messages
B. The access control list is blocking the messages
C. The email filter has quarantined the messages
D. The firewall is blocking the sender’s email address

Answer 44

C. The email filter has quarantined the messages

Question 45

A new user reports trying to login to a workstation but, when pressing CTRL+ALT+DEL, they are asked for a PIN. Which of the following should be done NEXT?

A. Enter all passwords they have used in the past
B. Verify a smart card has been issued
C. Check the network cable
D. Reboot the computer

Answer 45

B. Verify a smart card has been issued

Question 46

A user, Ann, has reported that she lost a laptop. The laptop had sensitive corporate information on it that has been published on the Internet. Which of the following is the FIRST step in implementing a best practice security policy?

A. Require biometric identification to log into the laptop.
B. Require multifactor authentication to log into laptop.
C. Require laptop hard drives to be encrypted.
D. Require users to change their password at frequent intervals.
E. Require users to have strong passwords.

Answer 46

C. Require laptop hard drives to be encrypted.

Question 47

The type of security threat that uses computers or other networks to accept and pass on viruses is called:

A. phishing.
B. botnets.
C. logic bomb.
D. man-in-the-middle.

Answer 47

B. botnets.

Question 48

Joe, a user, just downloaded a game onto his company phone. When he is not using the device, it unexpectedly dials unrecognized numbers and downloads new content. Joe is the
victim of which of the following?

A. Trojan horse
B. Spyware
C. Social engineering
D. Worms

Answer 48

A. Trojan horse

Question 49

A technician is attempting to manually migrate a user’s profile from one Windows PC to another. Files in the user’s My Documents folder cannot be copied. Some files in question have
green letters in the filenames. Which of the following file systems is causing this to occur?

A. exFAT
B. COMPRESSED
C. EFS
D. NTFS

Answer 49

C. EFS

Question 50

When securing a mobile device, which of the following types of screen locks is the MOST secure?

A. Fingerprint lock
B. Swipe lock
C. Passcode lock
D. Face lock

Answer 50

A. Fingerprint lock

Question 51

A technician has upgraded four computers and would like to securely repurpose the hard drives for later use. Which of the following should the technician do to the drives to prepare
them for later use?

A. chkdsk
B. Degauss
C. Quick format
D. Drive wipe

Answer 51

D. Drive wipe

Question 52

A technician is configuring a SOHO wireless router for a small business with three employees. After the three employees’ laptops have successfully connected to the wireless network,
the company would like to prevent additional access to the wireless network. The technician enables WPA2 on the wireless router. Which of the following additional settings should the technician change?

A. Enable MAC filtering
B. Disable SSID broadcast
C. Reduce radio power level
D. Update router firmware

Answer 52

A. Enable MAC filtering

Question 53

A technician is configuring wireless for a home office. The customer wants to prevent others from accessing the wireless network. The customer has a small number of devices on the
network and does not want to have to remember a complicated password. Which of the following should the technician recommend?

A. Enable MAC filtering
B. Disable SSID broadcast
C. Assign static IP addresses
D. Turn on content filtering

Answer 53

A. Enable MAC filtering

Question 54

A technician has been notified that recent vulnerabilities have been discovered related to a type of SOHO router. The technician has verified that all connections and settings are appropriate. Which of the following actions should the technician take NEXT?

A. Change the router firewall settings
B. Check for and apply a firmware update
C. Reconfigure the QoS settings
D. Change router user-names and passwords

Answer 54

B. Check for and apply a firmware update

Question 55

A technician needs to quickly destroy data on several hard drives that are no longer wanted. Which of the following methods is MOST effective?

A. Physical destruction
B. Quick format
C. Low level format
D. Overwrite

Answer 55

A. Physical destruction

Question 56

Which of the following will help to protect an organization from further data exposure AFTER a list of user passwords has already been leaked due to policy breach? (Select TWO).

A. Use multi-factor authentication
B. Require strong passwords
C. Enable file encryption
D. Educate end users
E. Restrict user permissions

Answer 56

A. Use multi-factor authentication
D. Educate end users

Question 57

A technician has been tasked with disposing of hard drives that contain sensitive employee data. Which of the following would be the BEST method to use for disposing of these drives?

A. Recycling
B. Shredding
C. Overwriting
D. Reformatting

Answer 57

B. Shredding

Question 58

Ann, an executive, reports that she received a call from someone asking for information about her email account. Which of the following type of potential security threats does this scenario describe?

A. Social engineering
B. Spoofing
C. Zero-day
D. Man-in-the-middle

Answer 58

A. Social engineering

Question 59

A technician is configuring a new Windows computer for a home office. Which of the following steps should the technician take to secure the workstation? (Select TWO).

A. Rename default accounts
B. Disable Windows Update
C. Configure single sign-on
D. Run gpupdate tool
E. Disable guest account
F. Disable Action Center pop-ups

Answer 59

A. Rename default accounts
E. Disable guest account

Question 60

Which of the following prevention methods is considered to be digital security?

A. RFID badge
B. Mantrap
C. Biometrics
D. Firewalls
E. ID badge

Answer 60

D. Firewalls

Question 61

Which of the following Windows features would be used to encrypt a single file or folder?

A. EFS
B. NTFS
C. BitLocker
D. Security

Answer 61

A. EFS

Question 62

A turnstile is an example of which of the following forms of physical security?

A. Entry control roster
B. Biometrics
C. Mantrap
D. Cipher lock

Answer 62

C. Mantrap

Question 63

A user wants to save a file into another user’s directory, but the file save is denied. Which of the following is the MOST likely reason the file save cannot be completed?

A. The user must be a member of the Users group
B. The user requires write permissions to the folder
C. The user requires read permission to the folder
D. The user must be a member of the Administrators group

Answer 63

B. The user requires write permissions to the folder

Question 64

A user leaves the workstation frequently and does not want sensitive material to be accessed. In addition, the user does not want to turn off the computer every time in the evening.
Which of the following is the BEST solution for securing the workstation?

A. Set a strong password that requires a renewal every 30 days.
B. Run a screensaver after one minute of nonuse and fingerprint lock for afterhours.
C. Apply a screen lock after five minutes of nonuse and login time restrictions for afterhours.
D. Require a password and fingerprint lock afterhours.

Answer 64

C. Apply a screen lock after five minutes of nonuse and login time restrictions for afterhours.

Question 65

A technician is configuring a SOHO router to ensure network computers can only use secured protocols on the Internet. Which of the following ports should be allowed?

A. 143
B. 23
C. 443
D. 3269
E. 3389

Answer 65

C. 443

Question 66

An end-user is attempting to access a file-sharing site to download files shared by a customer, but is receiving a message stating the site has been blocked. Which of the following is
the MOST likely cause of this issue?

A. Antivirus software
B. Internet connectivity issues
C. Ransomware infection
D. Content-filtering

Answer 66

D. Content-filtering

Question 67

Joe, an end-user, reports that the PC he uses periodically logs off his user account and displays a message that updates are being installed. Which of the following is the MOST likely cause of this issue?

A. Time of day restrictions are enabled on the machine
B. Scheduled antivirus scans and updates are enabled on the machine
C. Remote desktop is enabled and an administrator has logged into the machine
D. Automatic Windows Update is enabled on the machine

Answer 67

D. Automatic Windows Update is enabled on the machine

Question 68

A user advises that a computer is displaying pop-ups when connected to the Internet. After updating and running anti-malware software, the problem persists and the technician finds
that two rogue processes cannot be killed. Which of the following should be done NEXT to continue troubleshooting the problem?

A. Run msconfig to clean boot the computer
B. Run Event Viewer to identify the cause
C. Run System Restore to revert to previous state
D. Run Recovery Console to kill the processes

Answer 68

A. Run msconfig to clean boot the computer

Question 69

A user reports that any URL entered redirects to the same web page. A technician concludes that the user’s computer has been compromised. Which of the following tools would the
technician use to resolve the issue?

A. Last known good configuration
B. Anti-malware
C. System restore
D. Rogue antivirus

Answer 69

B. Anti-malware

Question 70

A user’s email inbox is suddenly receiving dozens of rejection messages from various mail servers. Which of the following would the technician perform to BEST solve the issue?

A. Change the user’s email password.
B. Enable spam filtering on the email account.
C. Change the email account from POP to IMAP.
D. Disable the user’s email account.

Answer 70

A. Change the user’s email password.

Question 71

A technician receives a helpdesk ticket about an employee having a problem sending text messages with a company Android smartphone. It has been determined that it is not a
carrier issue. Which of the following should the technician perform FIRST?

A. Verify data connectivity
B. Reformat the MicroSD card
C. Replace the SIM card
D. Perform a soft restore

Answer 71

A. Verify data connectivity

Question 72

A networked PC has started to display adware pop-ups when the user opens the browser. Which of the following best practices should the technician employ FIRST when responding to the problem?

A. Disable System Restore
B. Schedule scans and run updates in safe mode
C. Quarantine the system
D. Create a System Restore point

Answer 72

C. Quarantine the system

Question 73

Joe, a user, states he is unable to use his Android phone after updating the OS. Joe is in a hurry and would like a quick solution that would most likely fix the issue. Which of the following methods can the technician use?

A. Initiate a factory reset
B. Perform a hard reset
C. Remove the MicroSD card
D. Rollback the OS update

Answer 73

B. Perform a hard reset

Question 74

A customer reports that a smartphone is experiencing a very short battery life. The user has been using this phone for a short time and has installed several apps recently. Which of the following might be the cause of the issue?

A. Slow data speeds
B. Defective SD card
C. Unauthorized root access
D. Signal drop or weak signal

Answer 74

C. Unauthorized root access

Question 75

A customer has recently installed several applications on a Windows 7 workstation and is now experiencing slow system performance and spontaneous restarts. After removing some
of the recently installed applications, the issue persists. Which of the following tools could the technician use to troubleshoot the problem while preventing data loss?

A. Factory restore
B. SecureBoot
C. msconfig
D. diskpart

Answer 75

C. msconfig

Question 76

A user’s smartphone runs very slow at the end of the day. When the user restarts the phone in the morning, it runs at its normal speed. Which of the following should be done throughout the day to BEST resolve this issue?

A. Reset to the smartphone to factory default.
B. Uninstall any unused apps.
C. Close all running apps.
D. Charge the smartphone.

Answer 76

C. Close all running apps.

Question 77

After installing a critical update from Windows Update, a user accidentally types an incorrect URL into the browser and malware is automatically installed. The malware disables the computer’s antivirus software and Internet connection. Which of the following would be the BEST tool to remove the malware without risking loss of the user’s data?

A. Run System Restore
B. Reinstall Windows with the Repair Option
C. Reinstall Windows on top of itself
D. Run System File Checker

Answer 77

A. Run System Restore

Question 78

Joe, a user, is using his smartphone for navigation while driving. As he drives, an icon frequently appears on the screen informing the user additional information is required to log in.
Which of the following is causing this?

A. Unintended WiFi connections
B. Cellular data roaming notifications
C. Weak cellular signal
D. Unintended Bluetooth connections

Answer 78

A. Unintended WiFi connections

Question 79

An engineer working with large detailed CAD files notices over time that the workstation is taking significantly longer to open files that used to launch quickly. Other applications work
fine, and the engineer confirms all of the data has been backed up the night before. A technician determines that the workstation is about two years old. Which of the following would be the technician’s FIRST step in troubleshooting the problem?

A. Run defrag on the hard drive
B. Restore the CAD files from backup
C. Replace the hard drive
D. Remove and reinstall the CAD software

Answer 79

A. Run defrag on the hard drive

Question 80

Joe, an end-user, reports that the Windows PC he is using automatically locks when he leaves his desk and walks to a printer to retrieve documents. Joe is then required to type in his username and password to unlock the computer. The technician looks at the settings on the PC and notices that the screensaver and screen-lock options are grayed out on the
computer and cannot be changed. Which of the following is the MOST likely cause of this issue?

A. Domain-level group policies
B. Antivirus domain-level policies
C. Corrupted registry settings
D. Incorrect local-level user policies

Answer 80

A. Domain-level group policies

Question 81

A Windows workstation is suspected of having malicious software that created an infected start-up item or service. Which of the following tools would a technician use to test this theory?

A. chkdsk
B. msconfig
C. dxdiag
D. ipconfig

Answer 81

B. msconfig

Question 82

A user reports unexpected icons appearing on the desktop. The technician identifies that the symptoms point to a malware infection. Which of the following procedures would be performed NEXT?

A. Quarantine infected system
B. Schedule scans and run updates
C. Report the issue to the information security officer
D. Disable System Restore (in Windows)
E. Educate end user

Answer 82

A. Quarantine infected system

Question 83

A user updates the video driver on the computer and it requests a restart after installation. The computer never gets past the loading Windows page without rebooting. Which of the
following should the technician use to resolve this issue without losing any vital files or programs?

A. Emergency Repair Disk
B. Restore from OEM image
C. System Recovery
D. Restore from backup

Answer 83

C. System Recovery

Question 84

A user is having issues with a Windows computer. Upon loading the operating system, several messages appear referring to a DLL file that cannot be found. Which of the following would be the BEST course of action for the technician to perform NEXT?

A. Copy the DLL file from a working PC and use the regsvr32 command to load the file
B. Run the Windows Update utility to manually reinstall the DLL file
C. Run the defrag utility to correct any fragmentation that may have damaged the file
D. Research the DLL file to identify the application it corresponds to before continuing

Answer 84

D. Research the DLL file to identify the application it corresponds to before continuing

Question 85

A user, Ann, receives a phone call from the company’s mail administrator who indicates her email account has been disabled due to high volumes of emails being sent in a very short period of time. Which of the following types of attack has the user experienced?

A. Virus infection
B. Man-in-the-middle attack
C. Phishing attack
D. Malware infection

Answer 85

A. Virus infection

Question 86

A mobile phone has started to respond slowly and erratically. The user has done a soft reset and the problem still exists. Which of the following is the BEST step the user can take to fix this problem?

A. Perform a force stop
B. Reset to factory default
C. Upgrade to a larger battery
D. Close running apps

Answer 86

B. Reset to factory default

Question 87

A user reports browsing the Internet is slow and an icon with a picture of a person with a headset keeps asking them to “click here for help.” The user has clicked on the icon to try to
resolve the slowness but all that happens is the computer redirects them to a website to purchase software. Which of the following should be performed FIRST to resolve the issue?

A. Create a restore point
B. Run O/S updates
C. Train the user of malicious software
D. Identify the type of malware

Answer 87

D. Identify the type of malware

Question 88

A technician receives a call regarding a PC’s slow performance. The client states that most applications are slow to respond; boot up and shutdown take much longer than they used to. Hard drive diagnostics pass, but there are error messages in the event viewer stating that the file system is corrupt. Which of the following should the technician do NEXT?

A. Reload the OS using FAT32 instead of NTFS.
B. Change the disk from basic to dynamic.
C. Run chkdsk with the /r switch and reboot the PC.
D. Open the defrag utility and run a drive analysis.

Answer 88

C. Run chkdsk with the /r switch and reboot the PC.

Question 89

A technician has just fixed a user’s PC and successfully removed a virus and malware from the machine. Which of the following is the LAST thing the technician should do?

A. Educate the user regarding Internet browsing best practices
B. Update the anti-malware software on the user’s PC
C. Schedule scans and run updates
D. Enable system restore and create restore point

Answer 89

A. Educate the user regarding Internet browsing best practices

Question 90

Ann, a user, states that after installing an update on her iPhone, the WiFi starts to malfunction. The WiFi icon is displaying that it has connectivity but she is still unable to browse.
Which of the following could be the issue?

A. PRAM needs to be reset
B. iCloud is corrupted
C. The router needs to be rebooted
D. The upgrade needs to be uninstalled

Answer 90

A. PRAM needs to be reset

Question 91

Joe, a user, returned yesterday from a trip where he utilized the GPS function of his mobile device. He now notices the battery is rapidly draining. Which of the following can Joe MOST likely do to resolve the issue without a loss of data?

A. Restart the mobile device.
B. Update the device’s firmware.
C. Uninstall the GPS-enabled app.
D. Readjust the location settings.

Answer 91

D. Readjust the location settings.

Question 92

Joe, a user, has connected a tablet to his personal mobile hotspot device in a public location for Internet access. The device display indicates there are two connections instead of just one. Which of the following actions can he perform to prevent this unauthorized access to the device immediately? (Select TWO).

A. Change the SSID to a different broadcast name
B. Add the intruding device to a blocked access list
C. Access the intruder’s device and shut it down
D. Shut down the device until the intruder is no longer in the area
E. Set up a WiFi analyzer to identify the intruding device

Answer 92

A. Change the SSID to a different broadcast name
B. Add the intruding device to a blocked access list

Question 93

Ann, a customer, reports that when she occasionally works in the office basement, her smartphone battery drains faster than normal and she has poor cellular reception. Which of the
following is the reason for the fast battery drain?

A. Unpaired Bluetooth
B. Weak signal
C. Defective SD card
D. Malware

Answer 93

B. Weak signal

Question 94

A technician suspects that a computer issue is caused by a failed NIC. Following the troubleshooting theory, which of the following is the NEXT step the technician should take?

A. Identify the problem
B. Document findings, actions and outcome
C. Verify full system functionality
D. Establish a theory of probable cause
E. Test the theory to determine cause

Answer 94

E. Test the theory to determine cause

Question 95

Which of the following is the BEST license type to comply with end user licensing agreement (EULA) terms for commercial software used by multiple users in a corporate environment?

A. Commercial license
B. Enterprise license
C. Seat license
D. Open source license

Answer 95

B. Enterprise license

Question 96

In preparation for an operating system upgrade, a technician is tasked with installing additional memory modules in a computer. Which of the following safety steps should be performed FIRST?

A. Use safety goggles
B. Remove jewelry
C. Put on an ESD strap
D. Disconnect power

Answer 96

D. Disconnect power

Question 97

Which of the following explains why it is important to secure Personally Identifiable Information (PII)?

A. So phishing attacks are not launched against employees of the organization.
B. So sensitive information, such as corporate passwords, is not stolen.
C. So man-in-the-middle attacks are not launched against the organization.
D. So sensitive information, such as social security numbers, is not stolen.

Answer 97

D. So sensitive information, such as social security numbers, is not stolen.

Question 98

A customer calls the help desk to report an issue. The customer suggests that the problem is hardware related, but the technician knows from the description that this is not the case. Which of the following is the BEST course of action for the technician?

A. Follow the customer’s prescribed course of action.
B. Convince the customer to take a better course of action to resolve the issue.
C. Explain why the customer’s prescribed course of action is incorrect.
D. Acknowledge the customer’s input, but follow another course of action.

Answer 98

D. Acknowledge the customer’s input, but follow another course of action.

Question 99

A customer has made several trouble calls to the help desk and is very irate. The technician that receives the call has learned that the issue has not yet been resolved. The technician politely asks the customer to explain the issue, and learns that the problem needs to be escalated. Which of the following should the technician do once the problem has been
escalated?

A. Communicate status with customer and ensure successful call transfer
B. Remain on the line until the issue is resolved
C. Inform the customer that the issue cannot be resolved at this level
D. Tell customer that patience will be needed

Answer 99

A. Communicate status with customer and ensure successful call transfer

Question 100

A customer is reporting a burning smell coming from a CRT monitor. Which of the following should be taken into consideration before attempting to resolve the customer’s issue?

A. Disconnect power before inspecting the CRT power supply
B. CRT monitors should be serviced by qualified personnel
C. Have compressed air available to clear out the debris
D. Wear safely goggles to protect from the cathodes

Answer 100

B. CRT monitors should be serviced by qualified personnel

Question 101

A technician has purchased a new surge protector to protect equipment in the production environment. The surge protector’s features safeguard the connected equipment by directing
surges to the:

A. path of shortest conductance.
B. path of lowest inductance.
C. path of highest voltage.
D. path of least resistance.

Answer 101

D. path of least resistance.

Question 102

A new help desk technician receives a trouble call from a user. The issue is something the technician has never encountered before, and does not know where to begin troubleshooting. The FIRST course of action is for the technician to:

A. tell the customer the issue needs to be escalated to a higher tier technician.
B. ask the customer if they would mind holding for no more than two minutes to check resources.
C. tell the customer this is the first time encountering the issue and to please be patient.
D. ask the customer to please hold while a senior technician is consulted regarding the issue.

Answer 102

B. ask the customer if they would mind holding for no more than two minutes to check resources.

Question 103

A technician is working on a home theater PC in a location where the electrical system may not be properly grounded. As the technician is finishing the installation, which of the following should the computer technician do before connecting a cable TV line to a TV tuner card?

A. Perform self-grounding
B. Unplug the computer power cable
C. Use an ESD strap
D. Require the electrical system be brought up to code

Answer 103

B. Unplug the computer power cable

Question 104

When dealing with a difficult customer, which of the following is the BEST way to handle the situation?

A. Do not argue with the customer and/or be defensive
B. Use technical terms to assure customer confidence
C. Escalate the customer’s issue to a supervisor
D. Sympathize with the customer about issue

Answer 104

A. Do not argue with the customer and/or be defensive

Question 105

A technician troubleshooting a computer finds a faulty video card and needs to replace it. Which of the following safety procedures should be used to prevent damaging the new part?

A. Ground the computer and remove jewelry.
B. Self ground and handle the new card by the edges.
C. Place the computer on an ESD mat.
D. Attach an ESD strap to the new card during handling.

Answer 105

B. Self ground and handle the new card by the edges.

Question 106

A technician opens a customer’s computer and sees large amounts of accumulated dust. Which of the following is the BEST method of removing the dust from the computer?

A. Use compressed air to free the dust from the components and remove it with an ESD vacuum.
B. Dampen an ESD cloth with denatured alcohol and use it to gently wipe the dust away.
C. Use a shop vacuum with enough power to ensure all dust has been removed.
D. Remove as much dust as possible by hand and use compressed air to blow the rest out.

Answer 106

A. Use compressed air to free the dust from the components and remove it with an ESD vacuum.

Question 107

A technician has been given a PC that is not powering up. After brief troubleshooting, the technician comes to the conclusion the power supply needs to be replaced. Which of the following is the NEXT step in the process of performing the repair?

A. The technician should replace the power supply
B. The technician should review disposal regulations
C. The technician should check the environment
D. The technician should remove jewelry

Answer 107

D. The technician should remove jewelry

Question 108

A manager suspects a user has obtained movies protected by copyright using a torrent client. An incident response technician responds and verifies the user has indeed been violating
company policy. Which of the following would be the next BEST step for this technician to perform?

A. Secure the workstation in a limited access facility.
B. Document the incident, purge all policy violating materials.
C. Immediately delete all unauthorized materials.
D. Reprimand the user and apply a content filter to their profile.

Answer 108

A. Secure the workstation in a limited access facility.

Question 109

A customer is experiencing issues with email and calls the help desk. The technician determines it would help clarify the issue if the customer agrees to share their desktop. Prior to establishing a Remote Desktop Assistance connection with a customer, a technician should ask the customer to:

A. close any items of a personal nature.
B. reboot the computer and log back in.
C. capture a screen-shot of the error message.
D. take steps to reproduce the error.

Answer 109

A. close any items of a personal nature.

Question 110

A user calls the help desk because a folder containing critical business files is missing from the local drive. The user is adamant that the folder was there the previous day, and cannot
understand why it is gone. The technician views the properties of the parent folder and sees a back up listed on the “Prior Versions” tab. According to the theory of troubleshooting,
which of the following is the technician’s NEXT step?

A. Establish a theory of probable cause
B. Establish a plan of action and implement the solution
C. Document findings, actions and outcomes
D. Verify full system functionality and implement preventive measures

Answer 110

A. Establish a theory of probable cause

Question 111

A newly deployed Windows PC cannot connect to the antivirus server on the local network for updates, but it can connect to other file servers and printers without issue. Which of the
following is the MOST likely cause of this issue?

A. The PC’s Windows firewall is misconfigured
B. The PC has an incorrect IP address configured
C. The PC is on the wrong wireless network
D. The PC does not have remote assistance turned on

Answer 111

A. The PC’s Windows firewall is misconfigured

Question 112

Ann, an end user, receives a call from someone claiming to be from the help desk and asking for her username and password to prevent her email box from being deleted immediately. Which of the following BEST describes this type of attack?

A. Shoulder surfing
B. Man-in-the-middle
C. Social engineering
D. Ransomware

Answer 112

C. Social engineering

Question 113

Which of the following is the BEST option to prevent data breaches on lost mobile devices?

A. Install a locator application on the mobile device so that it can be traced.
B. Apply a restriction to lock the device after a certain number of failed login attempts.
C. Configure the device to remote wipe as soon as it is reported lost.
D. Utilize the fingerprint scanner and passcode for multifactor authentication.

Answer 113

C. Configure the device to remote wipe as soon as it is reported lost.

Question 114

A PC technician has been asked to verify certain Group Policies applied on a workstation. Which of the following commands should be run on the workstation?

A. extract
B. tasklist
C. gpupdate
D. gpresult
E. chkdsk

Answer 114

D. gpresult

Question 115

A user is configuring the email settings on a smartphone. Which of the following configurations will allow the user to synchronize email from multiple devices?

A. IMAP
B. S/MIME
C. POP3
D. SMTP

Answer 115

A. IMAP

Question 116

An end user receives an unsolicited and unencrypted email containing a co-workers birth date and social security number. The end user should immediately contact the IT department and report a violation of which of the following policies?

A. DRM
B. EULA
C. IRP
D. PII

Answer 116

D. PII

Question 117

Which of the following file formats does Android use for application installation?

A. .ipa
B. .api
C. .apk
D. .exe
E. .sdk

Answer 117

C. .apk

Question 118

A technician has decided to upgrade all users’ iPhones to the latest model. Which of the following is the FIRST thing the technician should advise the users to do with the old phones
before turning them in?

A. Back up the mobile data with a cloud backup service.
B. Enable remote wipe to clear all personal and corporate data.
C. Go into the device settings to remove personal customizations.
D. Factory reset the old phones to ensure the data is no longer on the device.

Answer 118

A. Back up the mobile data with a cloud backup service.

Question 119

A technician has just installed a video card in a PC. The video card is not working, although it was working fine on the test bench. Which of the following Windows tools should the
technician use to start troubleshooting the problem?

A. Task Manager
B. Device Manager
C. System Configuration
D. Computer Management

Answer 119

B. Device Manager

Question 120

A network administrator notices a new WiFi connection has appeared as a wireless network choice and is always at the top of the list. As a result, users are constantly trying to connect to the wrong network. Which of the following should the administrator do to correct this issue?

A. Adjust the wireless router antennas to 90 degrees clockwise from the current position.
B. Ask the new wireless network owner to adjust the radio power level so it is listed below the company’s network.
C. Set all of the WiFi users’ wireless profiles to automatically connect to the company network.
D. Change the company’s channel to a lower number than the new network’s channel.

Answer 120

C. Set all of the WiFi users’ wireless profiles to automatically connect to the company network.

Question 121

Which of the following is a security threat that disguises itself as legitimate software?

A. Trojan
B. Worm
C. Virus
D. Spyware

Answer 121

A. Trojan

Question 122

A technician is called into the office during a thunderstorm. Users are reporting that machines are intermittently powering off. Which of the following will BEST prevent user data loss?

A. Auto save
B. A surge protector
C. An ESD mat
D. A UPS

Answer 122

D. A UPS

Question 123

A customer reports very slow wireless connection speeds in the new office. Which of the following tools should a technician use to troubleshoot the issue?

A. WiFi analyzer
B. Loopback plug
C. Signal booster
D. Packet sniffer

Answer 123

A. WiFi analyzer

Question 124

A user is experiencing a software application error. The user contacts a technician for support. Which of the following will allow the user to issue an invitation to the technician in this
scenario?

A. Remote desktop
B. Remote assistance
C. telnet
D. FTP

Answer 124

B. Remote assistance

Question 125

A computer was recently infected by malware after a flash drive was plugged in. The user, Ann, indicates she never opened any files or folders from the flash drive. A technician needs to prevent this from occurring in the future. Which of the following would accomplish this?

A. BitLocker To Go
B. Set strong passwords
C. Disable usermin
D. Disable AutoRun

Answer 125

D. Disable AutoRun

Question 126

A user needs to shrink the partition size of a hard drive encrypted with BitLocker. Which of the following is the BEST option to modify the size of the partition?

A. Credential Manager
B. Computer Management
C. Device Manager
D. TPM Manager

Answer 126

B. Computer Management

Question 127

Ann, a user, has a phablet for personal and work usage. She finds that her phablet starts to exhibit slow performance after a couple of hours and that the problem worsens as the day goes by. If Ann restarts the device, it works fine for a couple of hours and then starts to run slow again. Which of the following is the BEST action to troubleshoot this problem?

A. Check running apps
B. Reset to factory default
C. Disable cloud syncing
D. Replace the device’s battery

Answer 127

A. Check running apps

Question 128

A user has been granted permission to access the corporate network from a personal smartphone. Which of the following should a technician perform before configuring the phone for
access?

A. Check the phone for unauthorized root access
B. Disable the phone’s Bluetooth chip
C. Erase all personal data from the phone
D. Check the phone for location tracking

Answer 128

A. Check the phone for unauthorized root access

Question 129

Which of the following features is being used when a smartphone is used to purchase a product at a retail kiosk?

A. NFC
B. Virtual assistant
C. SDK
D. Bluetooth

Answer 129

A. NFC

Question 130

Which of the following security threats happens when another person enters a secured area with an authorized person?

A. Tailgating
B. Shoulder surfing
C. Spoofing
D. Phishing

Answer 130

A. Tailgating

Question 131

Which of the following is a risk of implementing a BYOD policy?

A. Introducing malware onto the network
B. DHCP may fail due to incompatibility
C. Different encryption technology
D. Higher risk of phishing attacks

Answer 131

A. Introducing malware onto the network

Question 132

A company is concerned about users tailgating into restricted areas. In order to prevent unauthorized users from following others, which of the following should be implemented?

A. Biometric locks
B. CCTV
C. Mantraps
D. Badge readers

Answer 132

C. Mantraps

Question 133

An administrator wants to give a user limited access rights in Windows Vista so that the user can install printers and create local user accounts. Which of the following accounts should
the administrator create for the user?

A. Power user
B. Administrator
C. Standard
D. Guest

Answer 133

A. Power user

Question 134

A user reports the Internet connection is not working on the corporate network. After running through the troubleshooting steps, the administrator finds the computer has a valid IP
address, can connect to network shares, and can view local intranet pages in the web browser. The administrator tries navigating to a public Internet page and it times out. Which of
the following should the technician configure next?

A. Hosts files
B. IPv6 settings

C. Proxy settings
D. Lmhosts files

Answer 134

C. Proxy settings

Question 135

A user reports several technicians have been unable to solve a problem and requests that the technician on the phone comes out to fix the problem because the user is unable to work. After the technician has effectively communicated a willingness to help, which of the following is the NEXT step?

A. Allow the user to speak with a supervisor.
B. Identify the problem.
C. Establish a theory.
D. Immediately go to the user’s office.

Answer 135

B. Identify the problem.

Question 136

An IPS appliance is installed on the network. Which of the following is the purpose of the IPS?

A. To check the network for unwanted activity
B. To check and stop unwanted activity
C. To provide connectivity to the network
D. To test the resilience of the network

Answer 136

B. To check and stop unwanted activity

Question 137

A user wants to be able to access email from all devices. Which of the following formats should be used to allow this synchronization?

A. SMTP
B. iCal
C. POP3
D. IMAP

Answer 137

D. IMAP

Question 138

Which of the following tasks is automatically added to the task scheduler in Windows to keep hard disk performance up?

A. defrag
B. chkdsk
C. cleanmgr
D. diskpart

Answer 138

A. defrag

Question 139

A user notices the social media apps are constantly updated with the user’s precise location. The user is worried about privacy and would like to keep this information from being broadcast online. Which of the following features should the user adjust in order to accomplish this?

A. Geotracking
B. Filtering
C. WiFi
D. Tethering

Answer 139

A. Geotracking

Question 140

A user’s personal laptop was hacked. A technician troubleshooting the issue discovers the user used the numbers 123456789 as their account password. The user has not changed the password in two years. Which of the following best practices should the technician recommend the user implement to prevent future hacking? (Select TWO).

A. Configure screen saver
B. Set a strong password
C. Set login time restrictions
D. Use a more secure browser

E. Change the password frequently

Answer 140

B. Set a strong password

E. Change the password frequently

Question 141

A technician would like to remove the dust inside of a desktop computer. Which of the following should the technician use to MINIMIZE exposure to the dust while protecting internal
hardware components? (Select TWO).

A. Mask
B. ESD mat
C. ESD strap
D. Antistatic bag
E. Safety goggles
F. Rubber gloves

Answer 141

A. Mask
E. Safety goggles

Question 142

A company has subscribed to a cloud service, paying monthly for a block of services and being billed incrementally when they exceed the monthly fee. Which of the following cloud
concepts does this represent?

A. Measured service
B. Rapid elasticity
C. On-demand
D. Resource pooling

Answer 142

A. Measured service

Question 143

Which of the following Windows utilities would MOST likely be used to identify system errors?

A. System Restore
B. Event Viewer
C. Security Center
D. Windows Defender

Answer 143

B. Event Viewer

Question 144

A user frequently travels with a Windows laptop and connects to several wireless networks. At a new location, the user reports that the locally shared printers are not available on the
wireless connection. Which of the following would be causing the issue?

A. The location profile is set to public.
B. Workgroup is disabled.
C. The proxy settings are misconfigured.
D. Remote assistance is not configured.

Answer 144

A. The location profile is set to public.

Question 145

A technician is noticing extremely slow performance on a computer and would like to see what application is consuming resources. Which of the following tools should the technician
use to view the system performance?

A. msconfig
B. Task Manager
C. Event Viewer
D. netmon

Answer 145

B. Task Manager

Question 146

A user has a new web email account and asks a technician for help with setting up email on a tablet. The user would like for the email to only be stored on this tablet. Which of the following email server setting types would the technician use to accomplish this task?

A. POP3
B. IMAP

C. S/MIME
D. SMTP

Answer 146

A. POP3

Question 147

A technician is installing a wireless network and wants to limit the signal available outside the building. Which of the following would help accomplish this?

A. Place directional antennas
B. Use omni-directional antennas
C. Enable MAC filtering
D. Disable SSID broadcast

Answer 147

A. Place directional antennas

Question 148

A technician needs to install a clean Windows OS on several laptops in the office. The office is running a 100Base-T network. The owner would like the installations completed as soon
as possible. Which of the following installation methods should the technician use?

A. FireWire External Hard Drive
B. PXE-based Network Installation
C. USB 3.0 Flash Drive
D. DVD-ROM

Answer 148

C. USB 3.0 Flash Drive

Question 149

Which of the following is the FASTEST way for a user to synchronize data between an iPhone and a work PC?

A. Transfer data via WiFi Direct to the user’s laptop.
B. Use Bluetooth to share data from the phone.
C. Connect the iPhone’s USB cable and use iTunes.
D. Copy the data from the phone to a MicroSD card.

Answer 149

C. Connect the iPhone’s USB cable and use iTunes.

Question 150

A customer’s Windows 7 Home Premium computer displays a stop error and automatically reboots. Which of the following system utilities can a support technician use to find more
information about the cause of the error?

A. Action Center
B. Event Viewer
C. File Explorer
D. Disk Management

Answer 150

B. Event Viewer

Question 151

A user calls the helpdesk reporting that when accessing the company portal, it redirects to an unfamiliar website. Which of the following steps would the technician take to resolve this
issue using best practices?

A. Identify symptoms, quarantine infected system, and create restore point.
B. Quarantine infected system, identify symptoms, and create restore point.
C. Identify symptoms, educate end user, and create restore point.
D. Create restore point, identify symptoms, and quarantine infected system.

Answer 151

A. Identify symptoms, quarantine infected system, and create restore point.

Question 152

Which of the following Windows OS capabilities allows modern Windows versions to run applications written for older versions natively?

A. Microsoft Virtual PC
B. Compatibility mode
C. Hyper-V
D. Virtual XP mode

Answer 152

B. Compatibility mode

Question 153

An administrator must upgrade multiple workstations with a new image being deployed using Windows Deployment Services. Which of the following client-side boot methods initiates
the deployment of the new image?

A. USB flash drive
B. CD-ROM
C. PXE
D. GRUB

Answer 153

C. PXE

Question 154

Which of the following would a technician use to search for a specific string within a file name?

A. grep
B. chmod
C. wget
D. sudo

Answer 154

A. grep

Question 155

Data on full disk encrypted drives using BitLocker is MOST secure from loss when combined with which of the following technologies?

A. USB authentication token
B. Filesystem access controls
C. Trusted platform module
D. Fingerprint reader

Answer 155

C. Trusted platform module

Question 156

A user recently purchased a video card for gaming purposes. The user installed the appropriate drivers and validated they work using vendor-supplied test tools. However, while
gaming, the speed of the case fans increases, the entire system locks up, and the user must hard boot to restart the computer. Which of the following is the MOST likely cause of this issue?

A. Unsupported operating system
B. Unacceptable CPU type and speed
C. Insufficient airflow and cooling
D. Inadequate video RAM amount

Answer 156

C. Insufficient airflow and cooling

Question 157

An end user calls the company’s IT service desk to report an inability to open encrypted emails on a mobile device. Which of the following BEST represents a possible cause?

A. A valid certificate suitable for S/MIME is not installed.
B. Emails received by the user lack suitable digital signatures.
C. SSL/TLS certificates stored on the device are expired.
D. The sender did not have the addressee’s public certificate.

Answer 157

A. A valid certificate suitable for S/MIME is not installed.

Question 158

An office manager mistakenly uninstalled a valuable application. Which of the following utilities may allow the manager to correct this issue?

A. System Restore
B. Computer Management
C. Disk Management
D. System Configuration

Answer 158

A. System Restore

Question 159

Which of the following commands are used from a Linux command line interface to elevate a user’s access level to administrative privilege? (Select TWO).

A. chmod
B. passwd
C. sudo
D. su
E. runas
F. pwd

Answer 159

C. sudo
D. su

Question 160

A support technician is using virtualization software on a Windows 7 Enterprise PC to test Windows 8.1 Enterprise for a future deployment. When operating the Windows 8.1 VM,
performing tasks in the host operating system becomes considerably slower. Which of the following options may improve performance in the host operating system? (Select TWO).

A. Install more physical memory.
B. Increase the size of the virtual hard drive.
C. Install a different hypervisor.
D. Reduce physical memory allocated to the VM.
E. Clear temporary files in the VM.
F. Install additional physical hard drives.

Answer 160

A. Install more physical memory.
D. Reduce physical memory allocated to the VM.

Question 161

A technician is in need of a device that would give the BEST network protection within a single device. Which of the following devices would the technician use?

A. NLX
B. IDS
C. UTM
D. ATX

Answer 161

C. UTM

Question 162

\A user needs their email set up on their iOS device. The email needs to synchronize all changes made with the server and the PC. Which of the following would the technician use to
accomplish this?

A. IMAP
B. SMTP
C. SMNP
D. POP3

Answer 162

A. IMAP

Question 163

A user needs to connect securely to the company network while working from a hotel room. Which of the following would the user need available to accomplish this?

A. AES
B. VPN
C. UTM
D. WPA2

Answer 163

B. VPN

Question 164

A technician is tasked with analyzing computer settings managed by Microsoft Group Policy configuration. The technician wants to print a report to an HTML file for offline review.
Which of the following Windows command line tools would allow the technician to accomplish this task?

A. gpedit.msc
B. gpupdate
C. gpresult
D. gpmc.msc

Answer 164

C. gpresult

Question 165

A technician has just upgraded RAM on a user’s workstation from 4GB to 8GB. The technician now wants to adjust the page file size on the system to the recommended Microsoft settings. Which of the following should be entered for the “Min” portion of the page file setting if using these best practices?

A. 4096MB
B. 8192MB
C. 12288MB
D. 16328MB

Answer 165

C. 12288MB

Question 166

A technician has been informed by the IT security manager that a vulnerability has been discovered in the wireless router. The vulnerability could allow an attacker to take remote control of the device. Which of the following should the technician perform to address the issue?

A. Power off the device
B. Install an add-on card
C. Update the WiFi antenna
D. Update firmware

Answer 166

D. Update firmware

Question 167

While navigating a Windows machine through command prompt, which of the following commands will a technician use to display the contents of the current folder?

A. cd
B. dir
C. md
D. rd

Answer 167

B. dir

Question 168

A technician is using a domain account to access files located on a server at the path \computername\C$. The technician receives an “Access denied” error message. Which of the
following is MOST likely the cause of the error?

A. The server is no longer accepting connections since reaching its limit of open shares.
B. The password is incorrect, requiring the user to reset it before authentication will proceed.
C. The username should be prefixed by the domain, followed by a backslash (e.g., domain\username).
D. The account does not have local administrative permissions to access the server share.

Answer 168

D. The account does not have local administrative permissions to access the server share.

Question 169

A user in a corporate environment needs to have a laptop device repaired and takes the device to the appropriate technician. Which of the following should the technician offer to the
user in order to maintain professionalism?

A. Ask to user to wait in the area while repairs are being made.
B. Offer a temporary loaner laptop for the user to work on.
C. Inform the user that it will be ready “sometime” and to come back later.
D. Ask the user to bring the laptop back when the department is less busy.

Answer 169

B. Offer a temporary loaner laptop for the user to work on.

Question 170

Joe, a technician, arrives onsite at a customer’s home. Upon entering the home, Joe notices an unpleasant odor. In response to this, Joe pinches his nose and holds his breath. After Joe leaves, the customer reports the behavior to Joe’s supervisor. The supervisor decides the issue must be addressed. Which of the following topics would the supervisor be MOST likely to cover?

A. Maintaining good communications with the customer
B. Maintaining good personal hygiene
C. Avoiding being judgmental
D. Avoid dismissing the customer’s problems

Answer 170

C. Avoiding being judgmental

Question 171

A technician is working a trouble ticket for a user. After addressing the issue, the technician asks the user to verify functionality. The user confirms the system is functioning, but the computer’s speakers now emit an irritating noise. The technician states this is a byproduct of the solution, and the user will eventually get used to the noise. Which of the following professionalism principles is the technician failing to address?

A. Avoiding being judgmental
B. Avoiding dismissal of the customer’s problems
C. Avoiding an argument with the customer
D. Maintaining a positive attitude

Answer 171

B. Avoiding dismissal of the customer’s problems

Question 172

A recent data breach has revealed that compromised files contained employee photos, names, and addresses. This information is sensitive because it is considered to be:

A. a detriment to employer/employee relations.
B. personally identifiable information.
C. a violation of information access policies.
D. proof of employee corporate affiliation.

Answer 172

B. personally identifiable information.

Question 173

An IT manager needs to reimage 30 computers in a lab. The image has already been created and is ready to be deployed via the network. Which of the following tasks should be
completed FIRST?

A. Boot from PXE.
B. Install Windows using DVD.
C. Reboot computers with USB drive.
D. Press F8 while rebooting.

Answer 173

A. Boot from PXE.

Question 174

A technician has imported a .dll to fix a missing .dll issue on a PC. The application still does not run correctly and is reporting that the .dll is missing. Which of the following tools would the technician use to complete the import of the .dll?

A. gpresult
B. msconfig
C. regedit
D. gpupdate
E. regsrv32

Answer 174

E. regsrv32

Question 175

A technician is tasked to install a 4TB SATA hard disk. Which of the following partitioning technologies should the technician use to satisfy these requirements?

A. GPT
B. Logical
C. MBR
D. Extended

Answer 175

A. GPT

Question 176

A technician is tasked to change the number of CPU cores available to the OS to enhance productivity. Which of the following tools would allow the technician to perform this task?

A. msconfig
B. perfmon
C. taskmgr
D. dxdiag

Answer 176

A. msconfig

Question 177

A technician is tasked with removing a virus file that created a custom service. The technician has located the file to be removed using an antivirus scanner, but the scanner did not
successfully remove the file. When the technician attempts to manually remove the file, an error message appears that says, “The file is in use by another program.” Which of the
following tools would be the BEST to use to correct the issue?

A. Terminal
B. SFC
C. Event Viewer
D. Services Console
E. Recovery Console

Answer 177

E. Recovery Console

Question 178

The system administrator is tasked with installing Windows to 100 computers over the network. The systems administrator needs to remove system-specific identifiers. Which of the following would the system administrator use to accomplish this?

A. Windows Deployment Services
B. Remote Installation Services
C. System Preparation Tool
D. Unattended installation

Answer 178

C. System Preparation Tool

Question 179

A technician installs a new application and restarts the computer. After signing in to Windows, an error message appears stating that the application did not start automatically as intended. After confirming the software has installed correctly, which of the following tools would be used to troubleshoot this problem?

A. msconfig
B. appwiz.cpl
C. gpedit
D. regsrv32

Answer 179

A. msconfig

Question 180

A technician is installing Windows 7 on a computer with a previously used hard drive. After receiving an error, the technician realizes the hard drive does not support this install. Which of the following tasks should the technician perform?

A. Partition the hard drive in Extended format.
B. Use Windows Update to download the appropriate driver.
C. Enable Multiboot in the BIOS.
D. Convert the file system to NTFS.

Answer 180

D. Convert the file system to NTFS.

Question 181

A technician’s is onsite troubleshooting a user’s issue and receives a call from another customer. Which of the following is the BEST course of action for the technician to take in this
situation?

A. Let the call go to voicemail and respond when time permits.
B. Leave the current appointment to assist the calling customer.
C. Ignore the call and continue with the scheduled itinerary.
D. Apologize to the customer and answer the call.

Answer 181

A. Let the call go to voicemail and respond when time permits.

Question 182

SIMULATION
A user has installed two new drives in one of the computers in the computer lab and has been unable to format Disk1 from the command prompt.
The lab requires that Disk1 be a dynamic disk configured with two partitions. The first partition must be 256,000 MB in size and mapped to drive F. The second partition must be
512,000 MB in size and mapped to drive G.
The new partitions must be formatted to ensure that users’ files can be secured from other users and that disk must be configured to account for future redundancy.

Answer 182

Explanation:

7. Right click on disk 1, click on initialize
8. Choose disk and option as MBR. Hit ok.
9. Again, right click on disk 1 and choose convert to dynamic disk.
10. Now right click on disk 1 and choose new simple volume.
11. Specify storage as 256000 and assign a drive letter F and choose file system as NTFS and click finish.
12. Do the same thing for rest of space of disk 1, assigning 512000MB and using Disc G

Question 183

A computer is displaying a pop-up message demanding payment or the hard drive will be encrypted. Which of the following BEST describes this type of malware?

A. Trojan
B. Ransomware
C. Spyware
D. Worm

Answer 183

B. Ransomware

Question 184

Several users of a shared computer report that Windows often indicates an improper shutdown was experienced upon power on. Which of the following would be the BEST course of
action to determine which user is responsible for causing the issue?

A. Review the System Log
B. Check msconfig utility
C. Checkboot. ini
D. Review the ntuser.dat file

Answer 184

A. Review the System Log

Question 185

After confirming BIOS support, technician has added a second video card and a new sound card to a computer’s motherboard. The computer continuously restarts. This is an indication of which of the following.

A. Incompatible sound card
B. Insufficient power supply
C. Insufficient memory
D. Defective video card

Answer 185

B. Insufficient power supply

Question 186

A computer on a Windows domain has been identified as not having the most current policy. Which of the following tools would a technician run on the local machine to rectify this?

A. gpresult
B. msconfig
C. ipconfig
D. gpupdate

Answer 186

D. gpupdate

Question 187

A user running Windows 7 has reported that a computer has crashed and a BSOD displayed. The computer was restarted and now the user reports that it is running slower than usual,
especially when multiple programs are open at the same time. The technician knows the system has 8GB of memory (2x 4G DIMMS), and suspects that the system has a faulty memory module and has disabled one of the DIMMs. Which of the following would a technician do to confirm that the OS is now only detecting 4GB of memory?

A. In the Control Panel, click Devices and Printers.
B. In the Control Panel, click System.
C. In the Control Panel, click Device Manager.
D. In the Control Panel, click Performance Information and Tools.

Answer 187

B. In the Control Panel, click System.

Question 188

A technician needs to repurpose a hard drive that has confidential information on it. Which of the following methods is MOST appropriate?

A. Incineration
B. Overwrite
C. Degauss
D. Quick format

Answer 188

D. Quick format

Question 189

A network administrator has moved several users’ folders to a different server. After mapping to the new shared drive, the users can access each other’s’ files. Which of the following could be the cause of this issue?

A. Administrator permissions
B. File permissions
C. File fragmentation
D. Network segmentation

Answer 189

B. File permissions

Question 190

A technician is trying to perform a new installation of an operating system on a computer without an optical drive. Which of the following boot sources can be used?

A. Windows easy transfer
B. Copy of SYSTEM folder
C. USMT
D. Flash drive

Answer 190

D. Flash drive

Question 191

A user wants to reuse a flash drive and ensure that no one can view the previous data. Which of the following is the BEST way to accomplish this?

A. Delete the files
B. Perform a full format
C. Degauss the drive
D. Make the files hidden

Answer 191

B. Perform a full format

Question 192

An administrator has verified that a PC has no Internet connectivity. Using ipconfig shows that the IP address for the machine is completely different than the assigned network
address. After using ipconfig /release and ipconfig /renew, the computer is still assigned the same address. Which of the following is MOST likely the cause of the issue?

A. The NIC drivers are not properly installed
B. HomeGroup is misconfigured
C. DHCP server is unavailable
D. A static IP address is configured

Answer 192

D. A static IP address is configured

Question 193

A user tries to login and receives the error message “The User Profile Service failed to login. User Profile can not be leaded.” Which of the following should be the FIRST method to
troubleshoot the issue?

A. Use Automated System Recovery
B. Boot PC into Safe Mode
C. Use System File Checker
D. Perform hardware diagnostics

Answer 193

B. Boot PC into Safe Mode

Question 194

A technician is removing malware from a computer in safe mode and is having trouble with one of the infected files. The anti-malware suite is unable to remove or quarantine it and the
system will not let the technician manually delete it, even though it is not in use. Which of the following can the technician use to remove the file?

A. Open the defrag utility and run a full analysis and defragmentation of the hard drive.
B. Boot from a pre-installation environment CD and delete the file from the hard drive.
C. Run attrib followed by the file name with the –h switch from the command prompt.
D. Install a second full antivirus suite onto the system and run another removal scan.

Answer 194

B. Boot from a pre-installation environment CD and delete the file from the hard drive.

Question 195

A user starts up a PC and notices it appears to boot from CD or DVD-ROM, but after a few seconds continues to boot into Windows. Once Windows starts up, Media Player opens and
starts playing music. Which of the following is MOST likely occurring?

A. The boot order in the BIOS is incorrectly set
B. The machine was improperly shutdown
C. The Media Player software has been recently updated.
D. A disc has been left in the CD/DVD-ROM drive

Answer 195

D. A disc has been left in the CD/DVD-ROM drive

Question 196

Which of the following is a security best practice?

A. Use multifactor VPN authentication.
B. Use only commercially licensed software.
C. Use only WiFi instead of Ethernet cabling.
D. Use only solid state hard drives in servers.

Answer 196

A. Use multifactor VPN authentication.

Question 197

Which of the following Linux commands is used to configure an Ethernet address?

A. ifconfig
B. traceroute
C. ipconfig
D. chmod

Answer 197

A. ifconfig

Question 198

A technician has cleaned a virus infection off of a PC using corporate approved software. After a short period of time, the infection returned. Updated virus signatures have also
detected the presence of a rootkit. Which of the following would be the BEST course of action to resolve the issue?

A. Run a System Restore to a time before the first infection was cleaned.
B. Install a second antivirus suite and run both antivirus products concurrently.
C. Back up the client’s data and scan it for infections on a known-working PC.
D. Reformat the hard drive and reload the operation system and applications

Answer 198

A. Run a System Restore to a time before the first infection was cleaned.

Question 199

SIMULATION

Two components of Genericware2.0 are causing performance issues on a Windows 7 PC. One Generic 2.0 component is currently not responding and needs to be disabled upon
reboot. To prevent further performance issues ensure both components are no longer running upon reboot, without making any other changes to the current system or without deleting
registry keys or shortcuts.

Answer 199

This is a simple one, you will start on the Windows Desktop, “Go to the Start menu and type in the search bar ?SCONFIG”. after you’re done click on Startup and remove the Tick from
the application name provided by the sim (genware.exe I think ). When this is done, “Click on the Services tab, and remove the tick from the application name provided by the sim.
After that’s finished click Apply and OK”. and you’re “Done”.
Tip: In disable startup program called “genware2.0” just go to start type msconfig and it will be in start-up column and also in service. Then go to start find folder startup and remove
programs icon from that folder you don’t have to remove it from trash.

Question 200

SIMULATION
You need to configure your mobile device to send and receive electronic messages from your company. You must use the company’s WLAN as all e-mail services are on default nonsecure ports. The company’s WLAN is broadcasting across the company for easier access. Both incoming and outgoing servers requires login credentials. These are the proper
parameters:

Username: tech@techies.com
Password: P@$$w0rd
Outgoing server: mail.techies.com
Incoming server: pop3.techies.com

Company SSID: Techies
40-bit Key: CA:FE:33:71:00

Answer 200

Question 201

A technician is installing a new router at a computer that wants to protect the configuration of the DMZ. To prevent unauthorized remote access, which of the following should the technician perform when installing a new wireless router?

A. Secure the room the router is stored in
B. Change the default password on the router.
C. Disable SSID broadcasting
D. Ensure that all cables to the router are shielded

Answer 201

B. Change the default password on the router.

Question 202

A user wants to see the file extensions for all files when navigating the desktop’s file structure. Which of the following Control Panel utilities should the technician access to configure
the display of file extensions?

A. System
B. User Accounts
C. Personalization
D. Administrative Tools
E. Folder Options

Answer 202

E. Folder Options

Question 203

A corporate customer has contacted a technician about a database issue. After a reboot, no one can connect to the database. When the technician arrives on-site, the database
service is not started. The technician starts the service, and the database comes up without issue. After some testing, the technician realizes the database service is coming up to
quickly on startup before dependent services can start. Which of the following is the BEST solution?

A. Set the database service to ‘Automatic (Delayed Start)”
B. Show the customer how to manually start the service
C. Create a scheduled task that will start the service on reboot.
D. Set the service to manual and write a script to start it on reboot.

Answer 203

A. Set the database service to ‘Automatic (Delayed Start)”

Question 204

A technician is installing a private PC in a public workspace. Which of the following password practices should the technician implement on the PC to secure network access?

A. Remove the guest from the administrators group
B. Disable single sign-on
C. Issue a default strong password for all users
D. Require authentication on wake-up

Answer 204

A. Remove the guest from the administrators group

Question 205

A technician wants to delete all information from a laptop so it is not recoverable, but needs to repurpose the laptop drive for future use. Which of the following is the BEST option to
accomplish this task?

A. Degauss
B. Overwrite
C. Standard format
D. Low-level format

Answer 205

D. Low-level format

Question 206

A technician is installing the latest OS on a user’s system. The user wants all of the settings and files to remain intact during the installation. Which of the following upgrade methods
should the technician use?

A. Network installation
B. Clean install
C. In-place upgrade
D. Image deployment

Answer 206

C. In-place upgrade

Question 207

To prevent electrical damage to a PC while working on it, which of the following should be disconnected before work begins?

A. Power cable
B. Video cable
C. USB cable
D. Serial cable

Answer 207

A. Power cable

Question 208

A technician is running a Cat 5 cable from the IDF to a user’s PC in the office. Which of the following should the technician use for safety reasons?

A. Dusk mask
B. ESD strap
C. Multimeter
D. Cable tester

Answer 208

C. Multimeter

Question 209

Which of the following is used for building entry and computer access?

A. Smart card
B. Personal identity verification card
C. Hardware tokens

D. Key fobs

Answer 209

B. Personal identity verification card

Question 210

Which of the following is a physical device used to prevent tailgating into a facility?

A. Privacy filter
B. ID badge
C. Retinal scanner
D. Mantrap

Answer 210

D. Mantrap

Question 211

A file is moved from one folder to another within the same disk volume. Which of the following will happen to the permissions on the file?

A. The file will get the permissions of both folders
B. The file will get the permissions of the destination folder
C. The file will keep the original permissions
D. The file will have all permissions removed

Answer 211

C. The file will keep the original permissions

Question 212

A SOHO customer has taken precautions against malware and viruses on a Windows 8 workstation. After implementing the precautions, standard applications are crashing or failing to start. Which of the following could be used to remedy the customer’s issue after a virus scan reports no infections?

A. Use Event Viewer to clear the logs
B. Perform a hard drive defragmentation
C. Turn off DEP for all programs and services
D. Use System Restore to create a restore point

Answer 212

C. Turn off DEP for all programs and services

Question 213

A computer repair technician must open a computer case to remove and replace a graphics card. An ESD mat and strap are not available. Which of the following should be done PRIOR to touching the components? (Select two.)

A. Touch both hands to a bare-metal portion of the chassis.
B. Take off shoes and any headwear.
C. Remove all jewelry.
D. Remove the power supply unit.
E. Place the chassis on a non-metal surface.

Answer 213

A. Touch both hands to a bare-metal portion of the chassis.
C. Remove all jewelry.

Question 214

An employee was arrested after it was determined that an office computer was used for illegal activity that damaged the company. Which of the following MUST be documented on the employee’s computer to ensure the evidence is admissible on court?

A. Software inventory
B. Personality identifiable information
C. Security best practices
D. Chain of custody

Answer 214

D. Chain of custody

Question 215

A technician needs to format a new drive on a workstation. The technician will need to configure read attributes to specific local files and write extended attributes to specific folders.
Which of the following will allow the technician to configure these settings in a Windows environment?

A. ext4
B. HFS+
C. FAT32

D. NTFS

Answer 215

D. NTFS

Question 216

An administrator is installing a WAP in a fitness center. There will only be five devices that should have access to this, and they are all company owned. Users do not want to put in a password when they connect these devices to the wireless. Given this scenario, which of the following is the MOST secure method of deployment?

A. Disable SSID broadcasting
B. Media access control filtering
C. Disable ports 80 and 443 on the access point
D. Lower radio power levels

Answer 216

A. Disable SSID broadcasting

Question 217

A technician wants to change the security level for a set of internal websites accessed frequently by a user. Which of the following Control Panel utilities would allow the technician to complete this task?

A. Windows Firewall
B. Credential Manager
C. Network and Sharing Center
D. Internet Options
E. Homegroup

Answer 217

A. Windows Firewall

Question 218

Utilizing login information for social media platforms or email providers without requiring additional credentials is commonly referred to as……

A. system federation
B. mutual authentication
C. single sign-in
D. multifactor authentication

Answer 218

C. single sign-in

Question 219

Joe, an employee, took a company-issued Windows laptop home, but is having trouble connecting to any of the shares hosted on his home media server Joe has verified he is connected to the Internet. Which of the following would explain why Joe cannot access his personal shares?

A. An IP conflict is present.
B. A corporate VPN is enabled.
C. A firewall exception must be set.
D. HomeGroup must be enabled.

Answer 219

C. A firewall exception must be set.

Question 220

A technician wants to decrease the risk of unauthorized users being able to use an unattended computer. Which of the following actions should the technician take to accomplish this goal?

A. Restrict user permissions.
B. Configure failed attempts lockout.
C. Require screensaver password.
D. Use data encryption.

Answer 220

C. Require screensaver password.

Question 221

A user has become a victim of data harvesting. The user wants to know more about the potential for mobile device application security issues. Which of the following settings should a technician advise the user to change on the user’s mobile device? (Select three.)

A. Location tracking
B. Camera activation
C. Data transmission limit

D. System lockouts
E. Developer options
F. Accessibility
G. Synchronization
H. Storage

Answer 221

A. Location tracking
F. Accessibility
H. Storage

Question 222

As part of a security review at a financial institution, the organization evaluates the potential implementation of physical controls intended to prevent an unauthorized person from following someone into a secure facility. Which of the following controls would BEST address the organization’s requirements?

A. Biometrics
B. Proximity sensors
C. Mantraps
D. ID badges

Answer 222

C. Mantraps

Question 223

A technician has been tasked with ensuring all of the company software vulnerabilities are fixed. Which of the following should be used to complete this task?

A. Scheduled reboots
B. Regular backups
C. Task scheduler
D. Patch management

Answer 223

D. Patch management

Question 224

A small business has an open wireless network so vendors can connect to the network without logging in. The business owners are concerned that a nearby company is connecting and using the wireless connection without permission. If the small business requires that the network remain open, which of the following configuration settings should be changed to
address these concerns?

A. Default SSID
B. MAC filtering
C. Power levels
D. Content filtering
E. Firewall

Answer 224

E. Firewall

Question 225

A novice user is trying to change the password on a Linux system. The user is attempting to use command line functions. Which of the following commands should be used?

A. passwd
B. pwd
C. chown
D. chmod

Answer 225

A. passwd

Question 226

A new virus has been spreading via USB flash drives when they are plugged in. An administrator has been tasked with securing the workstations. Which of the following should be done FIRST?

A. Disable Autorun features
B. Update security software definitions
C. Force encryption on all removable drives
D. Force users to change their passwords

Answer 226

A. Disable Autorun features

Question 227

A customer has started a cloud initiative and would like to make the log-in process to a different application easier for users. The customer has also requested the login process initiate from the same portal. As a technician, which of the following tools will be the BEST solution?

A. MFA
B. SSO
C. RDP
D. LDAP

Answer 227

B. SSO

Question 228

A customer brings in a PC for repair. The technician attentively listens as the customer describes the problem with the PC. Once the customer has finished describing the problem, which if the following should the technician do to ensure the information is accurately documented? (Choose two.)

A. Ask questions to clarify the scope of the problem.
B. Complete the process as quickly as possible to begin the repair process.
C. Ensure the customer is educated regarding the correct terminology for the problem.
D. Restate the issue to verify understanding.
E. Notate all information exactly as the customer describes.
F. Search online resources related to the customer’s issue to ensure accuracy

Answer 228

D. Restate the issue to verify understanding.
E. Notate all information exactly as the customer describes.

Question 229

Which of the following is the proper way to dispose rechargeable batteries?

A. Shred
B. Recycle
C. Dispose in trash
D. Incinerate

Answer 229

B. Recycle

Question 230

Which of the following types of attacks is MOST likely to occur if an attacker utilizes an HTTPS proxy?

A. Man-in-the-middle
B. Spear phishing
C. Zero day
D. Social engineering

Answer 230

A. Man-in-the-middle

Question 231

Which of the following is used to assist developers with programming applications for mobile devices and taking advantage of built-in features?

A. SDK
B. SCP
C. GUI
D. GPS

Answer 231

A. SDK

Question 232

A technician has a requirement to be able to stage several servers on demand and with little notice. The technician has decided to use cloud technologies. Which of the following technologies should the technician use in this case?

A. PaaS
B. SaaS
C. IaaS
D. RaaS

Answer 232

C. IaaS

Question 233

After successfully removing malware from a user’s Windows OS PC, a technician confirms the machine had been infected for many months. Two weeks after removing the malware, the malware inadvertently returns. The technician MOST likely forgot to:

A. install antivirus updates
B. disable and enable System Restore
C. update the firewall rules
D. quarantine the system for 30 days

Answer 233

A. install antivirus updates

Question 234

A user needs access to files within a shared folder on a Linux server. The user is mapped to the folder but cannot access the files. Which of the following tools should the technician use to give the user access to these files? (Select two.)

A. groups
B. netshare
C. chown
D. chmod
E. apt-get
F. passwd

Answer 234

C. chown
D. chmod

Question 235

A user has installed several applications, which has led to critical OS files being overwritten by files supplied by the application’s creator. Which of the following commands and switches should a technician run to restore OS files to their original versions?

A. sfc /scannow
B. chkdsk /r
C. tasklist /svc
D. gpupdate /force

Answer 235

A. sfc /scannow

Question 236

A user’s smartphone is experiencing limited bandwidth when at home. The user reports to a technician that the device functions properly when at work or in the car. Which of the following troubleshooting steps should the technician take NEXT?

A. Reset the device’s network settings
B. Check the data usage statistics on the device
C. Verify the SSID with which the device is associated
D. Run any pending application or OS updates

Answer 236

A. Reset the device’s network settings

Question 237

A security team is auditing a company’s network logs and notices that a USB drive was previously inserted into several of the servers. Many login attempts were than successfully performed using common login information. Which of the following actions should be taken to close the vulnerability? (Select two.)

A. Disable guest account
B. Remove admin permissions
C. Modify AutoRun settings
D. Change default credentials
E. Run OS security updates
F. Install a software firewall

Answer 237

A. Disable guest account
D. Change default credentials

Question 238

A technician is upgrading a computer to Windows 7 Professional 64-bit version. The current OS is Windows Vista 32-bit. Which of the following methods should the technician use?

A. Windows 7 Professional x64 DVD and select upgrade option
B. Windows 7 Professional x64 DVD and select custom install
C. Windows 7 Professional x86 DVD and select remote install
D. Windows 7 Professional x86 in-place upgrade

Answer 238

B. Windows 7 Professional x64 DVD and select custom install

Question 239

Which of the following technologies ensures full device encryption on a Windows mobile device?

A. BitLocker
B. UEFI
C. TPM
D. Passcode

Answer 239

C. TPM

Question 240

A technician is troubleshooting a startup failure on a Windows domain controller DNS service. The technician discovers a third-party application is running a database server
application that happens to capture the same high-numbered ports as the DNS service. The application service ports cannot be changed due to application design. Which of the following is the BEST solution to resolve this problem?

A. Allow the database application to start up first, and set the DNS service to delayed start
B. Allow the DNS server service to start up first, and set the application service to delayed start
C. Move the third-party database application to a different domain controller
D. Contact the application vendor to find out if the ports it uses can be changed

Answer 240

C. Move the third-party database application to a different domain controller

Question 241

A PC technician issues the following command in a terminal window

cat passwd

The output of the command is garbled and unreadable. Which of the following BEST explains this output?

A. The passwd file is a binary file
B. The passwd file is a system file
C. The passwd file cannot be edited
D. The technician does not have proper permissions

Answer 241

B. The passwd file is a system file

Question 242

A company has drivers with PII and other sensitive information on them. There are several drives that need to be disposed of in a short time due to federal regulations, so a technician hires a media destruction company to perform the work. Which of the following should be requested from the company?

A. Copy of the contract for the completed work
B. Certificate for a Certificate Authority
C. Certificate of destruction
D. Receipt of payment for work completed

Answer 242

C. Certificate of destruction

Question 243

A technician has contacted a vendor, informing them they need to RMA a faulty memory stick. Which of the following should the technician use to BEST protect this component from further damage during shipment?

A. Antistatic bags
B. Plastic box
C. Cardboard box
D. Bubble wrap
E. Padded envelope

Answer 243

B. Plastic box

Question 244

A user’s mobile device appears to be losing battery life rapidly and often feels warm to the touch, even when it is put away. The device is relatively new, so the user is concerned it is defective. A technician inspects the device and sees the following.
Which of the following should be changed to resolve this issue?

A. Privacy-Maps
B. Display-Brightness
C. Storage-Photos
D. Mail-Work

Answer 244

B. Display-Brightness

Question 245

A home user receives a call from a technician who claims to be with a virus control company. The technician explains that the user’s PC is infected with harmful viruses. The technician instructs the user how to get to the Event Viewer where all errors can be seen. The technician claims this problem can be fixed for money. Which of the following threats has the user been a victim of?

A. Phishing
B. Social engineering
C. Man-in-the-middle
D. Spoofing

Answer 245

B. Social engineering

Question 246

A Windows PC suffered a bad update, so a systems administrator removed the update. Which of the following tools should the systems administrator run to ensure the Windows files are not corrupted?

A. MSConfig
B. Sfc
C. Defrag
D. Chkdsk

Answer 246

B. Sfc

Question 247

The digitizer on a user’s smartphone intermittently stops working. Which of the following is MOST likely the issue?

A. Screen orientation
B. Software update
C. Screen brightness
D. Calibration

Answer 247

B. Software update

Question 248

A systems administrator wants to test a tool to enhance productivity but does not want to run it in the live production environment. The systems administrator has a powerful PC running Windows 8.1. Which of the following should the systems administrator set up to test the tool on the PC without changing the base configuration?

A. Native Windows
B. Virtualization
C. Emulation
D. Safe mode

Answer 248

C. Emulation

Question 249

A technician is upgrading to a 4TB hard drive and wants to have six partitions. Which of the following allows a Windows boot partition to meet these requirements?

A. PRIMARY
B. NTFS
C. FAT32
D. GPT

Answer 249

B. NTFS

Question 250

Which of the following combinations provides the STRONGEST authentication security?

A. Hardware token
B. Username and password
C. Smart card with PIN
D. Voice then fingerprint recognition

Answer 250

D. Voice then fingerprint recognition

Question 251

A technician is working at a help desk firm and receives a call from a user who has experienced repeated BSODs. The technician is scheduled to take a break just after the call comes in. Which of the following is the BEST choice for the technician to make?

A. Politely ask the user to call back
B. Ask another technician to take the call
C. Troubleshoot the issue for the user
D. Input the issue as a ticket and escalate to Tier 2
E. Put the user on hold and troubleshoot after the scheduled break

Answer 251

B. Ask another technician to take the call

Question 252

A user wants to restore an application’s security settings to an iOS device, but an Internet connection is unavailable. Which of the following tools can assist with mitigating this issue?

A. Time machine
B. Apple Configurator
C. Device stage
D. iCloud

Answer 252

A. Time machine

Question 253

Which of the following statements is true regarding the differences between a 32-bit and 64-bit OS?

A. A 32-bit version of the OS will not run on 64-bit hardware, but a 64-bit OS will run on 32-bit hardware.
B. A 32-bit version of the OS requires twice the number of CPU clock cycles to write the same amount of data as a 64-bit OS.
C. A 64-bit version of the OS will address memory in eight octets.
D. A 64-bit version of the OS will write data to disk in block sizes of eight octets

Answer 253

C. A 64-bit version of the OS will address memory in eight octets.

Question 254

Users on the corporate network are reporting that accessing folders is very slow on internal network servers. Which of the following should the technician troubleshoot to resolve this problem?

A. DHCP server
B. Web server
C. File server
D. Proxy server

Answer 254

C. File server

Question 255

A coworker asks a technician for help understanding an email request while the technician is on a call assisting a user. Which of the following is the BEST response the technician can give the coworker?

A. Inform the coworker help will be given when the call is over
B. Multitask and assist the coworker while on the call
C. Politely ask if the user minds being placed on hold
D. Refer the coworker to a supervisor

Answer 255

A. Inform the coworker help will be given when the call is over

Question 256

A technician in a call center is on a particularly frustrating repair call. Which of the following BEST represents what the technician should do during the call?

A. Insist the customer call back later
B. Ensure the customer takes a satisfaction survey
C. Document all relevant facts regarding the call
D. Escalate the call to the next tier of support

Answer 256

C. Document all relevant facts regarding the call

Question 257

A company wants all new PCs to have a standard sleep and hibernate schedule. Which of the following would allow this to be accomplished?

A. Adjust the power plan to Energy Saver
B. Schedule nightly shutdowns
C. Import a customized power plan
D. Change the settings in the BIOS

Answer 257

C. Import a customized power plan

Question 258

Joe, an end user, reports that his computer is displaying numerous pop-up advertisements and is performing very slowly during the workday. Which of the following tools should the technician use FIRST to troubleshoot this issue?

A. Reinstall the Internet browser software
B. Run a trusted antivirus scan
C. Perform a System Restore
D. Enable the local firewall

Answer 258

B. Run a trusted antivirus scan

Question 259

A user is trying to connect to a new access point with a laptop. The laptop is already able to connect to older access points. The user can see the SSID, but the new access point will not allow the user to connect. The user verifies the correct password is being used. Recently issued devices are able to connect to the new access point. Which of the following is the BEST way to restore this situation?

A. Enable DHCP on the wireless network
B. Disable the firewall on the laptop
C. Upgrade the radio firmware
D. Clear the DNS cache on the laptop

Answer 259

D. Clear the DNS cache on the laptop

Question 260

A technician has received a call from a user who opened an application and was presented with an error message stating the application has failed to load properly and will now close. The user has rebooted the PC several times and keeps getting the same message. The user has administrative rights on the local machine. Which of the following tools should be
used to resolve this issue QUICKLY?

A. REGEDIT
B. System File Checker
C. Command prompt
D. Uninstall/reinstall/repair
E. MSCONFIG

Answer 260

B. System File Checker

Question 261

A technician responds to a user’s complaint of “stop” errors being received when the user watches company training videos. The technician determines the problem must be a faulty video driver. After installing the latest video driver for the system, rebooting, and testing the system, the error is still present. Which of the following troubleshooting steps does the technician needs to complete at this stage?

A. Verify functionality and implement preventive measures
B. Establish a plan of action to resolve the problem
C. Document the findings, actions, and outcomes
D. Formulate a new theory or escalate

Answer 261

B. Establish a plan of action to resolve the problem

Question 262

A PC technician is configuring IP addresses on a Windows system that has multiple NICs. Which of the following commands would show the IP addresses configured on each network interface?

A. netconfig
B. ifconfig
C. ipconfig
D. netstat

Answer 262

C. ipconfig

Question 263

Which of the following built-in accounts removed in Windows 10?

A. Power User
B. Administrator
C. Guest
D. Standard User

Answer 263

C. Guest

Question 264

A user has stated a workstation is having problems loading certain websites. The user claims to have clicked on a link from a web page and nothing happened. However, other websites are displaying correctly. The technician advises the user to clear the browser cache and try again, but that does not fix the issue. Which of the following is the MOST likely cause in this scenario?

A. The user’s account expired
B. The pop-up blocker is enabled
C. The user is right-clicking on the link
D. The browser is incompatible with certain websites

Answer 264

D. The browser is incompatible with certain websites

Question 265

Joe, a user, reports he is unable to install an OS on a home computer. An investigation reveals Joe is using an enterprise license key. Which of the following is the MOST likely issue?

A. The wrong media is being used
B. The media is corrupt
C. The hardware is unsupported
D. The boot order is incorrect

Answer 265

C. The hardware is unsupported

Question 266

Multiple users have reported latency issues. After troubleshooting the issue, the technician finds that bandwidth is saturated by non-corporate applications. Which of the following should resolve this issue?

A. Assign static IP addresses
B. Enable MAC filtering
C. Enable content filtering
D. Configure an IPS

Answer 266

C. Enable content filtering

Question 267

A technician at a corporation receives an instant message from a user who states the new department shared drive that was given through managed settings is missing from the user’s PC. Which of the following tools should the technician use to BEST troubleshoot the missing shared drive?

A. chmod
B. ipconfig
C. msconfig
D. nslookup
E. gpresult

Answer 267

A. chmod

Question 268

A user is experiencing unexpectedly long boot times and abnormally slow performance on a Windows computer. The technician opens the Task Manager and notices there is extremely high disk utilization with low network utilization, even after a reboot. Which of the following tools should a technician use to diagnose the issue?

A. Regsvr32
B. Computer Management
C. Dr.Watson
D. MSConfig

Answer 268

B. Computer Management

Question 269

A technician is performing an OS upgrade and is provided with an ISO installation file. The customer’s computer is running Windows 8. The computer does not have an internal optical drive. Which of the following boot methods would be the BEST to perform the upgrade with the latest amount of effort?

A. USB
B. SSD
C. PXE
D. CDR

Answer 269

A. USB

Question 270

A user’s computer has detected a S.M.A.R.T error. Which of the following should the user run to diagnose the issue?

A. Scheduled disk maintenance
B. System Restore utility
C. Disk maintenance utilities
D. Driver/firmware updates

Answer 270

D. Driver/firmware updates

Question 271

A user is having difficulty with a recently installed application in Windows 7 and needs to make changes to a configuration file. A technician instructs the user to navigate to the application data to make the changes, but the user is unable to locate it. Which of the following should the technician instruct the user to do to find the appropriate folder? (Choose two.)

A. Type %Windir% in the Windows Explorer bar
B. Toggle the hidden system files option
C. Make the user a local admin on the PC
D. Type %Appdata% in the Windows Explorer bar
E. Reinstall the application using the recommended settings
F. Change the password and disable the local guest account

Answer 271

B. Toggle the hidden system files option
D. Type %Appdata% in the Windows Explorer bar

Question 272

A client reports a laptop does not power on after a lightning storm. The technician diagnoses the problem as being a faulty motherboard. after replacing the motherboard and booting
the laptop, the screen remains black, although the laptop displays an image on an external monitor. Which of the following would be the technician’s NEXT step?

A. Communicate the findings to the client and offer replacement options.
B. Explain how to use the laptop with an external monitor and offer to set it up.
C. Contact the sales department and provide a quote for a new motherboard.
D. Document the repair process and provide a detailed report to the client.

Answer 272

A. Communicate the findings to the client and offer replacement options.

Question 273

The general manager installed a popular archive utility. Antivirus software flagged the software because it was also exhibiting malicious behavior. This is an example of which of the following?

A. Rootkit
B. Trojan
C. Spyware
D. Worm

Answer 273

B. Trojan

Question 274

Which of the following provide the MOST security for PCs and mobile devices?

A. Access control lists
B. Multifactor authentication
C. Organizational unit

D. Trusted software sources
E. Pre-shared key

Answer 274

D. Trusted software sources

Question 275

A folder is displayed in green in the tree of the local hard drive. Which of the following would describe what type of folder this is?

A. Compressed
B. PII
C. EFS
D. Hidden

Answer 275

C. EFS

Question 276

A technician starts hard drive transfers in a SOHO that will take up to 16 hours to complete. Immediately after starting the transfers, the technician gets warning of a hurricane that will occur overnight. Which of the following is the BEST action to complete before leaving the office?

A. Turn off the monitors and printers so they do not overheat
B. Unplug the computers, but keep the hard drive transfer running
C. Call the power company to turn off any power coming to the office
D. Ensure the surge suppressors and devices are unplugged from the power sockets

Answer 276

D. Ensure the surge suppressors and devices are unplugged from the power sockets

Question 277

A technician creates a GPO, tests it in a test environment, and deploys it company-wide. After deployment, the accounting department does not seem to be receiving the GPO. The technician suspects another GPO that was specifically deployed to the accounting department is overriding the newly deployed GPO. Which of the following command line tools should the technician use to verify this suspicion in this situation?

A. nbtstat
B. gpresult
C. nslookup
D. gpupdate
E. tasklist

Answer 277

B. gpresult

Question 278

A customer has just experienced a blue screen and the PC will not boot. A technician is dispatched to the customer’s site. Which of the following are the FIRST and LAST steps the technician should take? (Choose two.)

A. Test the theory to determine the cause
B. Document the findings
C. Establish a plan of action to resolve the problem and implement a solution
D. Identify the problem
E. Verify full system functionality and implement applicable preventive measures
F. Establish a theory of probable cause

Answer 278

B. Document the findings
D. Identify the problem

Question 279

A user purchases a new Android smartphone. After downloading an application from a third-party app store, the user consults a technician about additional applications that have installed automatically. Which of the following BEST explains what has happened?

A. Unauthorized location tracking
B. Unauthorized camera activation
C. Unauthorized account access
D. Unauthorized root access

Answer 279

D. Unauthorized root access

Question 280

A user’s smartphone is getting a very weak signal from the service provider. One day the user notices the phone has full bars and the signal strength has inexplicably increased. Which
of the following tools should be used to verify the user is connecting to a legitimate signal from the phone service provider?

A. WiFi analyzer
B. Cell tower analyzer
C. Spectrum analyzer
D. Packet analyzer

Answer 280

B. Cell tower analyzer

Question 281

A technician is troubleshooting a PC that has been running slow. The technician looks at the resource utilization and notices the user has many programs open. When attempting to open another program, the technician receives a message indicating there are insufficient resources. Which of the following should the technician do to troubleshoot the issue?

A. Terminate the running processes
B. Increase the page file size
C. Renew the network connection
D. Run chkdsk

Answer 281

A. Terminate the running processes

Question 282

A company has a web application that is in the cloud on a multi-tenant server. The web application is connected to a database that is also in the cloud.
Which of the following cloud computing concepts does this describe?

A. IaaS
B. PaaS
C. SaaS
D. DaaS

Answer 282

B. PaaS

Question 283

A small office owner has asked a technician to ensure all users in the office have the ability to access the wireless network but that the network is not accessible outside the building.
Which of the following should the technician recommend? (Choose two.)

A. Change the static IP addresses
B. Change the antenna placement
C. Change the default SSID
D. Change the radio power level
E. Change the encryption type
F. Change the content filtering settings

Answer 283

B. Change the antenna placement
D. Change the radio power level

Question 284

A technician for an enterprise company is determining the best method to keep the organization’s Windows PCs up to date with OS security patches. Which of the following options would be MOST appropriate to deploy?

A. Invest in a server solution to deploy virtual hosted desktops for all users
B. Enable Windows updates to be installed manually by users
C. Validate OS security patches in a test environment before pushing them to user machines
D. Outsource OS security patch management to a third-party solution provider

Answer 284

C. Validate OS security patches in a test environment before pushing them to user machines

Question 285

A user who is running Windows XP calls a technician to upgrade the computer to a newer Windows OS. The user states the computer has only 1GB of RAM and 16GB of hard drive space with a 1.7GHz processor. Which of the following Oss should the technician recommend to ensure the BEST performance on this computer?

A. Windows 7
B. Windows 8
C. Windows 8.1
D. Windows 10

Answer 285

A. Windows 7

Question 286

A technician is troubleshooting an application install on a Linux PC and cannot install the application. Which of the following would be the BEST tool for the technician to use to install the application?

A. pwd
B. su
C. sudo
D. ls
E. sfc

Answer 286

C. sudo

Question 287

The network administrator is investigating latency on a WiFi network. The administrator discovers a number of unidentified devices connected and wishes to limit access to only
authorized users. Which of the following will BEST meet the requirement?

A. Assign static IP addresses
B. Enable MAC filtering
C. Disable SSID broadcast
D. Limit the DHCP scope

Answer 287

B. Enable MAC filtering

Question 288

A user has changed the MAC address of a laptop to gain access to a network. This is an instance of:

A. spoofing
B. brute force
C. man-in-the-middle
D. a botnet

Answer 288

A. spoofing

Question 289

Which of the following is the MAIN reason that corporate policies protect access to PII?

A. To protect proprietary company data
B. To reduce the likelihood of identity theft
C. To maintain the integrity of knowledge management systems
D. To limit access to those who “need to know”

Answer 289

B. To reduce the likelihood of identity theft

Question 290

A technician performs an in-place upgrade from Windows 7 to 8.1. After the upgrade is complete, a user reports that a frequently used file will not open. Instead, the user is prompted to search the Windows Store for an appropriate program to open the file. Which of the following should the technician do FIRST?

A. Install the most recent Windows updates
B. Verify the USMT worked properly
C. Reconfigure the default program for the file type
D. Perform System Restore
E. Reinstall the program that is usually used to open the file

Answer 290

A. Install the most recent Windows updates

Question 291

A technician is working on a computer when the PC suddenly experiences a blue screen and restarts before the technician can note the error message. The computer boots up normally, and the technician now wants to know which error message was displayed. Which of the following should the technician use to help troubleshoot the issue?

A. sfc
B. msconfig
C. regedit32
D. eventvwr
E. msinfo32

Answer 291

E. msinfo32

Question 292

An administrator needs to create a new folder on a Windows PC. Which of the following commands should the administrator use?

A. cd
B. md
C. sc
D. ftp
E. mkdir

Answer 292

E. mkdir

Question 293

A home user reports the PC is running slow, and pop-up advertisements are appearing on screen. The user can access the Internet and performs an antivirus scan. A technician is now troubleshooting the problem and cannot update the antivirus to the latest definitions or navigate to the vendor’s support website. Which of the following is the BEST next step to resolve this issue?

A. Uninstall the antivirus program and apply operating system patches
B. Utilize a different antivirus program and scan method
C. Format and reinstall
D. Reinstall the antivirus program from a shared executable

Answer 293

B. Utilize a different antivirus program and scan method

Question 294

Which of the following are examples of possession authentication? (Choose three.)

A. Key fob
B. RFID badge
C. Passphrase
D. PIN
E. Passwords
F. Smartphone
G. Fingerprint reader

Answer 294

A. Key fob
B. RFID badge
F. Smartphone

Question 295

A technician installs Windows 7 on a 4TB hard drive. Which of the following should the technician choose when initializing the drive for the machine to access all the disk space?

A. GPT
B. FAT32
C. MBR
D. exFAT

Answer 295

B. FAT32

Question 296

An employee installed a new application on a shared Windows 10 PC. The next day, it becomes the employee who installed the application is the only one who has access to the application. Which of the following types of user accounts does the employee MOST likely have?

A. Administrator
B. Guest
C. Super user
D. Standard user
E. Limited user

Answer 296

A. Administrator

Question 297

A technician has been tasked with remotely imaging a computer tab. The imaging process is failing because there is no response from the computers over the network. Which of the following should the technician perform to resolve the issue? (Choose two.)

A. Configure remote desktop connection
B. Configure BIOS to enable Wake-on-LAN
C. Configure BIOS to enable SSH
D. Configure automatic updates
E. Configure startup applications

F. Configure BIOS to enable PXE boot

Answer 297

A. Configure remote desktop connection
B. Configure BIOS to enable Wake-on-LAN

Question 298

A technician is attempting to troubleshoot a Linux home folder issue, but does not remember which directory is current. Which of the following tools should the technician use to find
the current directory?

A. dir
B. sudo
C. cd
D. pwd

Answer 298

D. pwd

Question 299

A technician needs to upgrade 20 PCs that have the same hardware specifications. The PCs must be configured with identical settings tailored for the network. Which of the following provides the BEST solution with the LEAST administrative effort?

A. PC backup and multiboot setup
B. PC backup and system image deployment
C. PC backup and OS upgrade
D. PC backup and clean install

Answer 299

B. PC backup and system image deployment

Question 300

A client has requested a workspace environment configuration that will allow employees to work in a virtual space for specific projects, but when working on other projects, allow them to work locally. Which of the following is the BEST solution for this virtual configuration?

A. Multiheaded client
B. Thin client
C. Zero client
D. Thick client

Answer 300

A. Multiheaded client

Question 301

A technician was told that 50 new computers were delivered. The company’s standard Windows image needs to be installed on all of them. Which of the following would be the MOST efficient way to get the image on all 50 computers?

A. Multiboot installation
B. Repair installation
C. Unattended installation
D. Clean installation

Answer 301

C. Unattended installation

Question 302

A company wants to leverage a cloud infrastructure that allows it to keep confidential information away from other companies outside its industry while allowing data to be shared with other companies in the same field. Which of the following is the BEST option to accomplish this task?

A. Public
B. Hybrid
C. Community
D. Private

Answer 302

B. Hybrid

Question 303

A domain administrator has applied a Group Policy that restricts the installation of USB devices. The technician has asked the domain administrator to exempt this policy for a
computer that needs to have a USB digital camera installed. Once the domain administrator has exempted the computer from the policy, which of the following is the BEST command
for the technician to run locally on the computer so the digital camera can be installed without waiting?

A. grupdate /?
B. grupdate /bootings

C. grupdate /force
D. grupdate /logoff
E. grupdate /sync

Answer 303

E. grupdate /sync

Question 304

A user reports that a cell phone application is loading slowly and not functioning properly. Which of the following should a technician do FIRST to remedy this issue?

A. Remove and reinstall the application
B. Hard reset the cell phone
C. Reconnect the wireless network connection
D. Close all running applications

Answer 304

B. Hard reset the cell phone

Question 305

A technician is troubleshooting a computer that has been infected with a virus. Upon rebooting, the computer states that NTLDR is missing. The computer cannot boot into safe mode,
and reinstalling the OS is not an option. Which of the following is the BEST option to use to restore the machine to a bootable state?

A. Remove the CMOS battery
B. Run Startup Repair
C. Format the C drive
D. Repair the MBR and then reboot

Answer 305

B. Run Startup Repair

Question 306

A user reports the screen on a mobile device frequently dims even when the device settings are not being changed. Which of the following is MOST likely the cause?

A. Faulty backlight
B. High contrast mode
C. Auto-brightness
D. Power saving mode

Answer 306

D. Power saving mode

Question 307

To implement additional security on a small office wireless network, the administrator disables the DHCP server on the wireless router. To ensure traffic from specific network
interfaces is able to traverse the router, which of the following should be used to limit traffic?

A. DHCP reservations
B. SSID broadcast deactivation
C. MAC filtering
D. Two-factor authentication

Answer 307

A. DHCP reservations

Question 308

A user reports personal files have been renamed and are undecipherable. Images have been to the user’s folder that request payment to unlock the files. The technician has
quarantined the infected system and disabled System Restore. Which of the following should the technician do to unlock the user’s files?

A. Perform a clean installation of Windows
B. Remove the malware and recover the files from a backup
C. Initialize and repartition the hard drive to recover the files
D. Run safe mode to decrypt the user’s files

Answer 308

B. Remove the malware and recover the files from a backup

Question 309

A user wants to connect a Windows notebook computer to an external desktop monitor, keyboard, and mouse. However, each time the user closes the notebook lid, the computer
shuts down automatically. Which of the following options in the Power Settings menu should the technician select to prevent the automatic shutdown?

A. Do nothing
B. Sleep

C. Hibernate
D. Shut down

Answer 309

A. Do nothing

Question 310

A client wants a technician to create a PC naming convention that will make the client’s PCs easier to track and identify while in use. Which of the following naming convention formats should the technician follow?

A. Domain name, location, IP address
B. Domain name, location, asset ID
C. Asset ID, MAC address
D. Location, RFID

Answer 310

C. Asset ID, MAC address

Question 311

Users are reporting web browsers are not working. A technician confirms that the end users can navigate to websites using the site’s IP address. Which of the following is MOST likely causing this issue?

A. Proxy server
B. DHCP server
C. DNS server
D. SMTP server

Answer 311

C. DNS server

Question 312

A help desk technician receives a call from a user stating a program was installed and now random pop-ups are appearing on the computer. The technician notices a lot of suspicious network traffic generated by the user’s computer. The technician quarantines the computer and disables System Restore. Which of the following is the NEXT step technician should take?

A. Update the anti-malware software
B. Perform a malware scan in safe mode
C. Set up scheduled scans and updates
D. Educate the end user on best practices

Answer 312

B. Perform a malware scan in safe mode

Question 313

Joe, a user, calls the help desk from a coffee shop while on a business trip to report the WiFi hotspot on his phone is extremely slow. The technician runs a speed test from a laptop
connected to the hotspot and gets 2000 Kbps. Ann, Joe’s coworker with whom he is travelling, also has a hotspot on her phone, and the speed test result on that hotspot is 15 Mbps. The technician checks the hotspot settings on Joe’s phone and sees the following:

Network name:Joe’s Hotspot
Security:WPA2/PSK
Password:hotspot
Band:2.4 GHz
Client DHCP start address:192.168.23.1

Which of the following is the MOST likely cause of the problem?

A. Joe should be using WEP security on his hotspot for faster throughput
B. Someone else is using Joe’s hotspot due to a weak password
C. Joe’s hotspot gave him an invalid IP address
D. Joe is likely in a poor signal area and should try another area

Answer 313

B. Someone else is using Joe’s hotspot due to a weak password

Question 314

A technician wants to deploy a solution that will detect and prevent sensitive information from being saved on external storage. Which of the following should the technician implement?

A. IPS
B. FTPS
C. TPM
D. DLP

Answer 314

C. TPM

Question 315

A technician recently removed a malware infection from a client’s computer. After removing the computer from the network, the technician used an approved customized tool to
remove the malware, then updated the antivirus suite, and performed a scan that reported the system was clean. A week later, the client reports the same malware infection has returned. Which of the following is MOST likely the cause of the reinfection?

A. The technician did not disable the System Restore utility
B. The technician ran the malware remover before the antivirus scan
C. The technician did not install a second antivirus suite to complement the first suite
D. The technician did not put the computer back onto the network

Answer 315

A. The technician did not disable the System Restore utility

Question 316

When starting a computer, a technician notices the computer displays a blue screen and reboots after POST. The technician completed several updates prior to encountering the blue
screen. Which of the following tools would the technician use to resolve this issue?

A. Disk Management
B. Secure Boot
C. System Restore
D. msconfig
E. fixboot

Answer 316

C. System Restore

Question 317

The office of admissions at a university has requested that all staff desktops be replaced with laptops. The staff members frequently go off-site for recruitment purposes and handle sensitive information. The technician is concerned about data leaks if a laptop is stolen. Which of the following is the BEST practice to use in this scenario?

A. Cable locks
B. Biometric security
C. Data encryption
D. Login time restriction
E. LoJack

Answer 317

C. Data encryption

Question 318

In Windows 8.1, \E$ is an example of which of the following types of share?

A. EFS
B. Administrative
C. Local
D. NAS

Answer 318

B. Administrative

Question 319

A home server rack is being installed in the computer room and is outfitted with a power distribution block. Which of the following safety precautions is required?

A. Cable management
B. Electrostatic discharge mat
C. Equipment grounding
D. Uninterruptible power supply

Answer 319

C. Equipment grounding

Question 320

As part of a BYOD program, the organization requires BYOD users to register devices prior to using them on the organization’s network. The registration process logs a unique
identifier assigned to every mobile phone produced. Which of the following must be collected during the registration process?

A. IMEI
B. MIMO
C. IMSI
D. MAPI

Answer 320

A. IMEI

Question 321

When working on a system, Joe, a technician, needs to prevent computer component failure by following a few simple rules. Joe is handling internal components but is not using an
ESD strap. After opening the computer, which of the following should Joe do NEXT?

A. Remove dust from the system
B. Ground himself to the chassis
C. Unplug the power cable
D. Use an antistatic bag

Answer 321

B. Ground himself to the chassis

Question 322

A user has reported that when a document is being edited a pop-up appears and locks the workstation. The pop-up states that federal authorities have detected illegal copyrighted material on the workstation. The technician removes the malware and creates a restore point. Which of the following should the technician perform NEXT before closing the report?

A. Contact the local computer emergency response team
B. Quarantine the workstation for possible infections
C. Train the user on safe Internet browsing
D. Restore to an earlier state and disable System Restore

Answer 322

C. Train the user on safe Internet browsing

Question 323

A technician is configuring settings on a Windows PC and wants to temporarily disable the UAC prompt. Which of the following Control Panel options would allow the technician to
accomplish this task?

A. Windows Firewall
B. User Accounts
C. Administrative Tools
D. Parental Controls

Answer 323

B. User Accounts

Question 324

A technician has a single computer that continually shuts down every evening for no apparent reason and must be turned on each day. The technician has verified hibernate and sleep
settings do not exist on the computer and the computer power is not the problem. Which of the following would the technician use to troubleshoot the root cause of the random shut downs? (Choose two.)

A. System Restore
B. Event Viewer
C. Safe mode
D. System file checker
E. Logs
F. MSConfig

Answer 324

B. Event Viewer
E. Logs

Question 325

A technician wants to secure a company’s laptops by preventing the USB flash drive from being used. Which of the following would be the BEST and FASTEST way for the technician to accomplish this goal?

A. Use intrusion prevention systems
B. Disable physical ports
C. Uninstall USB drivers
D. Install HIDS

Answer 325

B. Disable physical ports

Question 326

A technician for a large accounting firm is in the process of delivering all assets for retired equipment to a third-party vendor. The equipment contains printers, laptops, desktops, and hard drives. Which of the following should the technician receive from the third-party vendor for audit and compliance purposes?

A. Sensitive and proprietary data
B. Certificate of destruction
C. Equipment security logs

D. Incident reports

Answer 326

B. Certificate of destruction

Question 327

After completing a fresh Windows 7 installation for a customer, a technician wants to ensure the OS files are hidden and protected from accidental deletion or alteration. Which of the
following locations should the technician view to make this change?

A. Control Panel – folder options
B. Insert Windows disc – i386 folder
C. Start menu – run - REGEDIT
D. Right-click desktop - view

Answer 327

A. Control Panel – folder options

Question 328

A mobile device user is concerned about security. The user wants to use multifactor authentication on the device. Which of the following would BEST accomplish this?

A. Passcode lock and swipe lock
B. Fingerprint lock and passcode lock
C. Picture passcode and pin lock
D. Face lock and fingerprint lock

Answer 328

B. Fingerprint lock and passcode lock

Question 329

A SOHO user calls a technician and reports that after an on-site technician replaced all of the ink cartridges in a printer, characters are not printing clearly. Which of the following is the BEST course of action for the technician to take NEXT?

A. Reinstall the printer drivers
B. Train the user on how to calibrate the printer
C. Suggest the user replace the ink cartridges
D. Recommend replacing the printer

Answer 329

B. Train the user on how to calibrate the printer

Question 330

When a user browses to a favorite website on a Windows laptop, a different website opens. A technician installs an additional web browser, but it also opens to the same unfamiliar site. The technician resets the web browser settings back to default, but the issue persists. Which of the following troubleshooting steps should the technician complete NEXT?

A. Change the browser’s home page
B. Check the Windows host file
C. Update the default web browser
D. Restore Windows to a previous date

Answer 330

B. Check the Windows host file

Question 331

A technician has received new computers to upgrade the marketing department on a large company. The old computers are to be refreshed and donated as part of company policy.
Data contained on the drives needs to be inaccessible prior to donation. Which of the following methods BEST achieves this goal?

A. Single drive wipe
B. Degaussing
C. Low-level format
D. Multipass overwrite

Answer 331

D. Multipass overwrite

Question 332

A security administrator is developing workstation hardening standards. As part of the baseline, the administrator recommends implementing controls to mitigate risks associated with dictionary attacks. Which of the following would BEST meet the requirements of the administrator?

A. Account lockout
B. Login time restrictions
C. Mobile tokenization
D. Full-disk encryption

Answer 332

A. Account lockout

Question 333

Which of the following BEST describes kernel panic?

A. An OS feature that provides an administrator with the ability to override the boot sequence if fault detection has occurred
B. An OS call that results from rootkit malware being detected and the system rebooting in safe mode
C. A low-level OS function that handles any fatal errors by sending an image of the system’s memory to disk
D. A condition in the OS where low-level system calls are preempted by lower priority services, resulting in an unstable operating environment

Answer 333

C. A low-level OS function that handles any fatal errors by sending an image of the system’s memory to disk

Question 334

A team needs to deploy a temporary server room at a site to provide support during construction. Which of the following should they use at this site while setting up the server room?

A. Air filters
B. Privacy screens
C. Vacuums
D. ESD mats

Answer 334

A. Air filters

Question 335

A technician needs to edit a protected .dll file but cannot find the file in the System32 directory. Which of the following Control Panel utilities should the technician use?

A. System
B. Display
C. Folder Options
D. Indexing Options

Answer 335

C. Folder Options

Question 336

A technician is upgrading the memory on a laptop in the field. The technician has misplaced the ESD strap. Which of the following should the technician do?

A. Return to the shop and obtain a replacement strap
B. Conduct the upgrade using ESD bags as mitts
C. Employ effective self-grounding techniques
D. Improvise an ESD strap with a length of copper wire

Answer 336

C. Employ effective self-grounding techniques

Question 337

Which of the following security features is ONLY available in the Windows 7 Enterprise?

A. Windows Firewall
B. FTP connectivity
C. BitLocker
D. SSL encryption

Answer 337

C. BitLocker

Question 338

A SOHO customer has recently experienced a major hurricane. The customer had no backups and has lost all data and hardware associated with the company. The customer calls a contractor to assist in the rebuilding process and needs suggestions on the best way to prevent this from happening again. Which of the following recommendations should the contractor give to the customer? (Choose two.)

A. Backup testing
B. Cloud storage
C. Local storage backups
D. Data recovery
E. Hot site
F. Waterproof devices

Answer 338

B. Cloud storage
E. Hot site

Question 339

Which of the following Windows Enterprise OS versions offers BitLocker as a feature that can be enabled?

A. Windows 7
B. Windows 8
C. Windows 8.1
D. Windows 10

Answer 339

A. Windows 7

Question 340

A technician is running a Windows Update on a Windows 7 PC. The process usually takes a few minutes before reporting if there are updates, but this time it has taken 30 minutes with no change. Which of the following should the technician do?

A. Use the Microsoft Windows Update Troubleshooter
B. Delete all of the files and folders in the Software Distribution folder
C. Reboot to safe mode and run Windows Update
D. Run the System Update Readiness Tool

Answer 340

A. Use the Microsoft Windows Update Troubleshooter

Question 341

A user who is running Windows XP calls a technician to upgrade the computer to a newer Windows OS. The user states the computer has only 1GB of RAM and 16GB of hard drive space with a 1.7GHz processor. Which of the following Oss should the technician recommend to ensure the BEST performance on this computer?

A. Windows 7
B. Windows 8
C. Windows 8.1
D. Windows 10

Answer 341

A. Windows 7

Question 342

A technician arrives on site to find that two users who have the same model of smartphone are having the same issue with a specific application. Whenever they attempt to launch the application, it fails and gives an error message. Which of the following should the technician do NEXT?

A. Reinstall the application
B. Roll back the application to the earlier version
C. Clear the application cache
D. Update the OS of the smartphones

Answer 342

D. Update the OS of the smartphones

Question 343

A technician must remove data from the human resources computers. The technician plans to reuse the drives in the computers. Which of the following data destruction methods
should the technician perform to ensure the data is removed completely?

A. Degaussing
B. Standard format
C. Overwrite
D. Low-level format

Answer 343

D. Low-level format

Question 344

A technician is setting up a kiosk. The technician needs to ensure the kiosk is secure and users will have access to only the application needed for customer interaction. The
technician must also ensure that whenever the computer is rebooted or powered on it logs in automatically without a password. Which of the following account types would the
technician MOST likely set up on this kiosk machine?

A. Guest
B. Administrator
C. Power User
D. Remote Desktop User

Answer 344

D. Remote Desktop User

Question 345

A technician wants to set up a virtual machine in a public cloud environment. Which of the following cloud models should the technician use?

A. IaaS
B. SaaS
C. PaaS
D. DBaaS

Answer 345

A. IaaS

Question 346

When synchronizing a cell phone to an Exchange Email Server, which of the following are MOST likely to be synchronized? (Choose two.)

A. Photos
B. Passwords
C. Bookmarks
D. Notes
E. Music
F. Calendar

Answer 346

D. Notes
F. Calendar

Question 347

Which of the following are only available in Windows Professional versions but not Windows Standard versions? (Choose two.)

A. Remote Desktop
B. Join a domain
C. Secure network connections
D. Remote access capability
E. Encryption file service
F. Group Policy Editor

Answer 347

A. Remote Desktop
F. Group Policy Editor

Question 348

A user needs to replace an open-source software package with a commercially licensed package. The user has requested support to complete this task. Which of the following tools would BEST assist with this task?

A. Programs
B. Regedit
C. Task Manager
D. MSConfig

Answer 348

A. Programs

Question 349

A domain user logs into a computer and notices there are no mapped network drives connected. The network drives are managed by Group Policy. A technician is dispatched to
troubleshoot. Which of the following command-line tools should the technician use to troubleshoot the issue?

A. gpresult
B. nslookup
C. net use
D. tracert

Answer 349

A. gpresult

Question 350

A systems administrator wants to take advantage of the benefits of the major cloud providers while retaining some data and services in the local datacenter. Which of the following types of cloud model should the administrator consider?

A. Public
B. Private
C. Hybrid

D. Community

Answer 350

C. Hybrid

Question 351

A technician notices a PC displays a missing DLL error message every time on start up. Which of the following tools should the technician use to find out which application is
responsible for the error message?

A. msinfo32.exe
B. System Recovery Options
C. Event Viewer
D. Programs and Features

Answer 351

C. Event Viewer

Question 352

Joe, a user, returns his computer to the technician who performed a virus removal on it the week before. Joe states that several symptoms returned. Which of the following should the technician have covered previously as part of the original repair?

A. End-user education
B. Pre-installation environment cleaning
C. Disabling of System Restore
D. Infected system quarantine

Answer 352

A. End-user education

Question 353

A company has just experienced a data breach that affected all mobile devices. Which of the following would BEST secure access to users’ mobile devices? (Choose two.)

A. Full device encryption
B. Remote backup application
C. SSO authentication
D. Device profiles update
E. OS security updates
F. Biometric authentication

Answer 353

E. OS security updates
F. Biometric authentication