Comptia+ HelpDesk Flashcards
Computer Parts
Upon starting his new role to build a number of devices for an organization, Steve has begun setting up his work area so that he is safe and that the devices are less likely to be damaged during the course of his work. One of the tools in his work area for ensuring he can safely work on hardware to dissipate any electrostatic discharge is referred to as a(n) ______.
- tweezers
- antistatic bag
- ESD mat
- flash drive
ESD mat
An end user is experiencing a problem with a single keyboard key sticking in the depressed position.
Which is the best first step for the end user to take to resolve this issue?
- Remove the keyboard and clean the keyboard ribbon cable contacts.
- Remove the keyboard and submerge it in distilled water.
- Clean the keyboard with compressed air.
- Remove the keyboard bezel and replace the keyboard.
Clean the keyboard with compressed air.
A user is experiencing problems with a laptop system overheating. You suspect the CPU cooling fan has a buildup of dust blocking air flow.
What would be the first step you should take in preparation for resolving the issue?
- Connect an antistatic wrist strap and remove the keyboard bezel.
- Purchase a replacement fan assembly in case the fan is faulty.
- Remove the fan assembly and clean it with compressed air.
- Refer to the laptop manufacturer’s service manual.
- Refer to the laptop manufacturer’s service manual.
A company is concerned about the theft of laptop computers from public areas throughout their organization. What would be an inexpensive and effective method for minimizing laptop thefts while maintaining the usability of the systems?
- Cable locks
- protection
- Full-drive encryption
- External monitors
- Cable locks
When working with a computer, it is important to be able to identify the various components. Working with ports to connect devices is a common interconnection point for various other devices you might need to use. Which port type is recently replacing VGA ports on PCs?
- DisplayPort
- HDMI
- Thunderbolt 3
- USB
- DisplayPort
- HDMI
As a technician, it is going to be important for you to be familiar with as many of the peripheral devices that a device might make use of. What is a station that is specific to a particular type of device, providing extended capabilities for a laptop?
- Port replicator
- Docking station
- Docking port
- Charging station
- Docking station
A technician has been dispatched to assist a salesperson who cannot get his laptop to display through a projector. The technician verified the video is displaying properly on the laptop’s built-in screen.
What would be the next step the technician should take?
- Reseat the backlight power connection in the laptop computer’s display.
- Use the laptop’s function key to toggle display output to external video.
- Replace the integrated graphics adapter in the laptop computer.
- Increase the shared video memory allocated to the laptop’s integrated video adapter.
- Use the laptop’s function key to toggle display output to external video.
Which of the following is a necessary step prior to replacing the removable battery pack in a laptop computer?
- Verify the laptop system is powered off and configured for Ship Mode.
- Remove the laptop keyboard bezel, and if needed, remove the keyboard.
- Verify the computer system is configured in sleep mode.
- Confirm the replacement battery is recommended by the laptop manufacturer.
- Confirm the replacement battery is recommended by the laptop manufacturer.
An important element of knowledge for any technician is the makeup of a device. What is a common component of a system case?
- Printer
- Motherboard
- HDMI cable
- Camera
- Motherboard
The system of pathways used for communication and the protocol and methods used for transmission are collectively called a ______.
- HDMI cable
- protocol
- motherboard
- bus
- bus
You have been asked to perform some of the upgrades on some of the desktop computers at one of the office locations your organization serves. One of those upgrades is to the processors. The area that the processor connects to the motherboard is referred to as the ______.
- socket
- motherboard
- chipset
- ATX
- socket
James has been asked to build a low-profile computer for his friend to use as a home theater system. James needs to choose parts that will enable the computer to be hidden behind the TV. What motherboard form factor should he use?
- microATX
- NLX
- ATX
- Mini-ITX
- Mini-ITX
Technology is constantly advancing and administrators must stay abreast of those updates. Which of the following is referred to as the Next Generation Form Factor?
- M.2 connector
- SATA
- PCI slot
- SAS
- M.2 connector
A common need for administrators is to have in-depth understanding of hardware, including tools and products that are new or upcoming, and knowledge of how those components can be combined in relation to other elements within the device. A common type of expansion is the PCI Express slot for peripheral components. Which Version of this component was slated for release in 2022?
- PCI Expression Version 4.0
- PCI Expression Version 5.0
- PCI Expression Version 6.0
- PCI Expression Version 3.0
- PCI Expression Version 6.0
The ability to store large amounts of data that can be accessed quickly is an important component of any device. Which is a standard most commonly used by storage devices?
- PCI
- Protocol
- DIMM slot
- SATA
- SATA
Knowing the various protocols and rules for communication between devices can be an important part of the knowledge that any administrator can work with. What offers Secure Boot?
- MBR
- CSM
- UEFI
- GPT
- UEFI
Knowing the types of devices and their components is important as you are working to maintain, upgrade, or build a device. There are components that are connected directly to the motherboard. These are referred to as ______.
- DIMM slots
- onboard ports
- PCI slots
- flash drives
- onboard ports
Building machines and having the knowledge to upgrade components is an important skill set. One of those components is the motherboard form factor. Of the following, which is the smallest of the motherboard form factors?
- MicroATX
- ITX
- ATX
- Extended ATX
- ITX
Your small business wants to build a new server PC and wants it to have a very fast processor. You have determined that the business should purchase a motherboard that supports multiple processors.
What feature should your business order for the motherboard?
- Dual core processing
- Multicore processing
- Dual processors
- Virtualization
- Dual processors
You want to upgrade your computer’s processor but are not sure what brand of processor the current motherboard takes. Since you have taken your computer apart, where do you look on the motherboard to determine what type of processor you should be using?
- Chipset
- Socket
- Motherboard label
- RAM slots
- Socket
Sherri is going to replace a processor in her laptop because the laptop is running slower than she would like. What should Sherri do prior to taking the laptop apart? (Select all that apply.)
- Make sure the CPU matches the chipset of the motherboard.
- Try an external device before replacing the motherboard.
- Determine whether a teardown procedure is available.
- Verify that the laptop is not under warranty.
- Make sure the CPU matches the chipset of the motherboard.
- Determine whether a teardown procedure is available.
- Verify that the laptop is not under warranty.
You purchase two new DDR 4 DIMM modules that are the same speed and size. You want to install them in your desktop computer to maximize the speed of the computer. The motherboard is marked A1, A2, B1, B2. A1 and B1 are blue and A2 and B2 are black.
Where should you install the new DDR 4 DIMM modules into the motherboard?
- B1 and A2
- B2 and A1
- B1 and B2
- A2 and B2
- A1 and A2
- A1 and B1
- A1 and B1
Paul lost power to his computer due to a power failure. The power went off and immediately came back on, but the computer shut down. Paul had not saved his work, and when he turned his computer back on, the work was missing. He called you to find out what he could do to retrieve his missing work. You explained that when he lost power and his computer shut down, all the data in RAM was lost.
Why does this happen?
- RAM is static, so when you lose power, the data in RAM is not refreshed.
- RAM is dynamic, and when you lose power, the data in RAM is not refreshed.
- The data is not lost but is moved to the BIOS CMOS chips and then recovered when the computer is restored.
- The data is not lost but is moved to the HDD.
- RAM is dynamic, and when you lose power, the data in RAM is not refreshed.
The average space between transistors printed on the surface of a silicon chip is referred to as its _______.
- multithreads
- frequency
- lithography
- multiprocesses
- lithography
A common measure of the efficiency and effectiveness of a device is a measure of its processor speed, also referred to as _____.
- multiprocessing
- lithography
- memory cache
- processor frequency
- processor frequency
As computers get more efficient at being able to process instructions, applications can potentially have processed instructions for more than one thing at the same time. Which of the following is responsible for this ability?
- multiprocessing
- processor frequency
- memory cache
- wide lithography
- multiprocessing
Benjamin needs to upgrade his RAM so that he can play the latest version of his favorite game. He currently has two DDR3 DIMMs, and each one has 2GB of RAM. He did some research and found that his motherboard will support 4GB of RAM in each of the two slots. When Benjamin ordered the new RAM, he made sure that it had the same number of pins. After he received the RAM, he could not install the new RAM because it did not fit into the slot.
Which is the best explanation for you to give Benjamin when he calls to ask for help?
- The RAM is turned in the wrong direction.
- The voltage notch is in the incorrect position.
- The RAM is in the wrong channel.
- The clips on his motherboard might be broken.
- The RAM is turned in the wrong direction.
You receive a phone call from a frantic customer. Their computer crashed and now it will not turn on.
What is the first thing you should do to troubleshoot your customer’s problem?
- Put the user on hold until he calms down.
- Tell the user to turn the computer back on.
- Ask what the user did wrong to cause the problem.
- Ask questions to learn more about the problem.
- Ask questions to learn more about the problem.
Terry received a support call from a supervisor at his company. When he arrived at his supervisor’s work area, Terry spoke with the supervisor and asked them for their help in finding a solution for his computer’s problem. The supervisor showed Terry the error message and reproduced the error for him to see. Terry backed up all the important data on the machine.
What is the next step Terry should take in the troubleshooting process?
- Establish a plan of action to resolve the problem.
- Document his findings.
- Establish a theory of probable cause.
- Test his theory.
- Establish a plan of action to resolve the problem.
Oscar wants to upgrade his power supply on his desktop computer. He must explain to his supervisor why he needs to order a new power supply.
Which of the following is not a valid reason to replace a power supply?
- Power supply fails.
- Power supply outputs 11.7 VDC to the computer.
- Current power supply does not provide enough power.
- Power supply fan has failed.
- Power supply outputs 11.7 VDC to the computer.
Phil wants to add a new video card, and he is sure the power supply is sufficient to run the new video card. However, when he tries to locate the power connector for the new video card, he does not find a 6-pin PCIe power connector. He has several extra cables for hard drive power cables from his power supply that he is not using.
What is the least expensive way for Phil to power his video card?
- Use a SATA-to–6-pin PCIe adapter.
- Change the dual voltage option.
- Purchase a new power supply.
- You will not be able to add the video card to the system.
- Use a SATA-to–6-pin PCIe adapter.
Sara is having a tough time finding the cause of a problem on a computer she is troubleshooting. She found a possible problem but is not sure if she is correct. In case she is wrong, Sara does not want to test her theory, because doing so might worsen the problem.
What would you advise Sara to do?
- Research the problem on the Internet.
- Test her theory.
- Take a guess about what the problem might be.
- Tell her customer she can’t fix the problem.
- Research the problem on the Internet.
Kiera is building a new computer and wants to make sure she has an adequate power supply for all the new equipment she is purchasing. She will be installing three HDDs, with each using 25 watts. The processor she is using will need 125 watts. The motherboard will use 80 watts. RAM will require 3 watts for each of the four DDR3 DIMM modules. Her video card will need 400 watts to run at the maximum level. She wants to keep the cost as low as possible for the power supply.
What power supply type would you recommend?
- 600W power supply
- 700W power supply
- 800W power supply
- 900W power supply
- 900W power supply
When asking a user questions to gain insight into the issue their computer is having, what question should you ask first?
- Have you tried updating your machine?
- What were you doing on the computer when it quit working?
- Do you have important data that will need to be backed up?
- Did you turn the computer off and then on again?
- Do you have important data that will need to be backed up?
Understanding the makeup of a device is extremely important. Keeping your device cool and displacing as much of the heat as possible is important. One of those components, a thermal compound is also commonly referred to as ______.
- CPU fan
- thermal paste
- cooler
- thermal pad
- thermal paste
You receive a phone call from a frantic customer. Their computer crashed and now it will not turn on.
What is the first thing you should do to troubleshoot your customer’s problem?
- Ask questions to learn more about the problem.
- Ask what the user did wrong to cause the problem.
- Tell the user to turn the computer back on.
- Put the user on hold until he calms down.
- Ask questions to learn more about the problem.
When testing your theory, you discover that you are wrong. What is your next step in the troubleshooting process?
- Document your findings.
- Establish a new theory of probable cause.
- Establish a plan of action to resolve the problem.
- Ask your client more questions.
- Establish a new theory of probable cause.
Gwen recently purchased a new video card, and after she installed it, she realized she did not have the correct connections and was not able to power the video card.
What connector(s) should Gwen look for when purchasing a new power supply? (Select all that apply.)
- 6-pin PCIe connector
- 8-pin PCIe connector
- Molex connector
- P4 MB connector
- 24 pin connector
- SATA connector
- 6-pin PCIe connector
- 8-pin PCIe connector
If you are experiencing slow performance on a system and think that the SSD hard drive is the problem, you can run Defrag and Optimization.
What does Defrag do with the data on an SSD hard drive?
- It sends a retrim command to erase all blocks that are filled with unused data.
- It rewrites the entire hard drive data.
- It cleans all unnecessary data from the hard drive.
- It rearranges fragments or parts of files in contiguous clusters.
- It sends a retrim command to erase all blocks that are filled with unused data.
Joann uses her phone to take pictures and wants to archive them on her computer. Her friend Dorothy told Joann that she could take the card out of her phone and put it into her computer and move the pictures directly to the computer instead of connecting the phone with a cable.
What would Joann need to install on her computer in order to use the card instead of a cable?
- DVD/ Disc player
- USB
- storage card reader
- storage card reader
While working on your computer, you receive the POST error, “Drive Not Recognized.” You check your SATA cable to see if it is the problem, and it tests fine. You remove the hard drive and test it in a computer system known to be in good working condition and find that the hard drive is working. You can move data and check to make sure the OS files are not corrupt. You use a power supply tester to see if the voltage for the SATA power connection is correct, and the test shows the power is correct. You even check BIOS to make sure the hard drive can be recognized and find that all settings in BIOS are at default, so the system should recognize the hard drive.
What might be the problem with your hard drive system?
- UEFI has the wrong hard drive type.
- Computer virus has deleted your MBR.
- Motherboard SATA port has gone bad.
- Hard drive jumpers.
- Motherboard SATA port has gone bad.
While booting her computer today, Julie received this POST error message: “Read/Write failure.” Along with this error, Julie’s computer would not boot to Windows.
What might be the problem with Julie’s computer?
- RAM has failed.
- CPU has failed.
- Hard drive has failed.
- Window has become corrupt.
- Hard drive has failed.
During routine maintenance on your server, you discover that one of the hard drives on your RAID array is starting to go bad. After you replace the drive and rebuild the data, you run diagnostics on the RAID controller card with no problems, so you believe you fixed the problem. The next morning you arrive at work and discover that the RAID has completely failed. None of the disks are working. Your server is still running because you installed the OS on a non-RAID disk, but all the data is missing, and the server shows that none of your RAID disks are found.
What might be the problem with your server? (Select all that apply.)
- RAID controller
- RAM
- Power supply
- CPU
- Motherboard
- RAID controller
- Motherboard
Which of the following types of storage would you recommend if someone needed a hard drive with fast data access and a small outline?
- Solid-state hard drive
- Flash drive
- Optical drive
- Magnetic hard drive
- Solid-state hard drive
You are installing a new hard drive in a system in which the hard drive will run at 6.0Gbps.
What can you use to determine whether the SATA port to which you are connecting the drive will also run at 6.0Gbps?
- Motherboard manual
- All ports are standard.
- UEFI/BIOS will provide the standard.
- Hard drive driver
- Motherboard manual
Devon would like to install a new hard drive on his computer. He does not have a SATA port available on his motherboard, so he has decided to purchase a NVME SSD hard drive.
How can Devon attach a NVME device to his computer? (Select all that apply.)
- U.2 port on the motherboard
- M.2 slot on the motherboard
- Internal USB connection
- PCIe expansion card
- U.2 port on the motherboard
- M.2 slot on the motherboard
- PCIe expansion card
Paul has been requested as the Lead Service Technician to assist the trainer with the lag they have on their webcam. Upon further investigation, Paul notices the camera is not the issue and that a device within the computer was bringing down the streaming performance. The technician needs to order a replacement for this part.
What would Paul need to replace on the computer to improve the streaming performance?
- DVI-D
- Graphics tablet
- Capture card
- Sound card
- Capture card
Sandy is replacing her broken laptop LCD screen with a new screen. During disassembly, she notices two cables that wrap around the screen and connect to the mini-PCIe card inside the laptop.
What will happen if Sandy breaks one of these cables?
- The laptop webcam will not function.
- She will not be able to connect to Wi-Fi with the laptop.
- The laptop sound will not work.
- The laptop LCD screen will not have power.
- She will not be able to connect to Wi-Fi with the laptop.
Shivam has a broken laptop screen and needs to replace the screen. While doing research to find a new screen, he discovers that the laptop screen he is replacing does not have a backlight.
What kind of screen does Shivam need to order for his laptop?
- CRT
- LED
- OLED
- Touch screen
- OLED
James is researching a new laptop computer and wants to purchase one with a keyboard and that allows him to use a pen on the screen to draw and to use his hands to manipulate text.
What feature will James need to include on his new laptop?
- Inverter
- OLED
- Touch screen
- Touchpad
- Touch screen
Danelle wants to use a stylus on her laptop but does not have a touch screen. She needs the stylus to help her create designs for her landscape business. She does not want to purchase a new laptop.
Is there any way for Danelle to use her current laptop with a stylus?
- She can replace her current laptop screen with a touch screen.
- She can use a stylus on her current laptop.
- She will not be able to use her current laptop and will need to purchase a new laptop.
- She can add a digitizer over the screen on her laptop.
- She can add a digitizer over the screen on her laptop.
Sharon is working as a Service Desk Technician and has been requested to order device input that would allow the marketing team to hand draw the company’s new logo.
What would Sharon want to order for the team?
- DVI-D
- eSATA
- Thunderbolt
- Graphics tablet
- Graphics tablet
Susan is requested to connect the flat-screen TV to the main corporate laptop for the staff meeting to be held later in the day. Within the meeting, they would like to project a video presentation onto the TV screen.
What would work best for the meeting?
- DVI-D port
- DVI-I port
- HDMI connector
- USB-C connector
- HDMI connector
Your laptop keyboard is not functioning properly. You have been using a USB keyboard but are going on a trip and don’t want to take the USB keyboard. You order a new keyboard and start to disassemble your laptop when you see a connection that is unfamiliar to you. The connector is holding a ribbon that attaches to the keyboard.
What type of connector must you use to connect or disconnect your keyboard from the monitor?
- USB connector
- ZIF connector
- Ribbon cable connector
- PS/2 connector
- ZIF connector
A technician wants to configure a DHCP server to guarantee that certain printers always receive the same address. What would the technician configure?
- VPN tunnel
- Address reservation
- Subnet mask
- Default gateway
- Address reservation
A client contacted you to request your help in researching and supplying the hardware necessary to implement a SOHO solution at his new home-based business.
What SOHO router features will simplify IP address configuration on a private network for both wired and wireless clients?
- Multi-port switch
- Firewall
- DHCP server
- FTP server
- Wireless access point
- DHCP server
Which protocol guarantees the message is delivered reliably to the destination?
- TCP
- DHCP
- UDP
- LDAP
- TCP
Cathy wants to connect to her wireless LAN at home but is not sure where to change the setting so that she can connect.
Where in the Windows Control Panel will Cathy find her computer’s network connection settings?
- Administrative Tools
- Network Control Center
- Internet Options
- Network and Sharing Center
A technician is being asked to provide a network solution that will reduce network broadcast traffic on a private LAN by implementing VLANs.
What would the technician implement?
- Enable MAC filtering on a managed switch.
- Subnet the LAN and implement VLANs on a managed switch.
- Enable quality of service on an unmanaged switch.
- Configure an IP address on the subnet to a managed switch.
- Subnet the LAN and implement VLANs on a managed switch.
Jacob wants to set up extra security on his wireless network; he currently uses WPA2. He wants to allow only his devices to connect to the network and reject devices that he does not own.
What extra wireless security should Jacob employ on his wireless router?
- Port forwarding
- Disable SSID broadcasting
- WPS
- MAC filtering
- MAC filtering
What is used primarily to allow older computers and NetBIOS aware applications to communicate over a TCP/IP network?
- UDP
- SSH
- NetBT
- LDAP
- NetBT
“Device A” receives a frame addressed to destination 10-EA-44-09-87-65 from the host on Port 4. How will “Device A” handle this frame?
- Forward the frame to Ports 1–3.
- Forward the frame to Ports 1–4.
- Send the frame to Port 3 only.
- It depends on whether “Device A” is a hub or switch.
- It depends on whether “Device A” is a hub or switch.
Understanding the makeup of an application is important for any administrator needing to support and set up the network systems that allow the application to function well. Which term is sometimes called a host?
- Domain
- Node
- Client
- Port
- Node
In which of the following situations should you install a firewall device?
- When you need to connect multiple computers to the local wired network.
- To provide connectivity and traffic flow between two networks.
- To protect your internal private network from an untrusted public network.
- When you need a wired or wireless connection to a local area network.
- To protect your internal private network from an untrusted public network.
Danielle is assisting a client who is having issues with their MacBook. They tell Danielle that their machine shut down while they were working and they aren’t sure why. They tell Danielle that they have tried to restart it more than ten times but that they just can’t get it to “turn on.” Of the following options, which should Danielle do first when the client brings their MacBook to her office to fix?
- Restore using Time Machine.
- Run Disk Utility on the laptop.
- Reinstall macOS Monterey.
- Start the machine in Safe Mode.
- Start the machine in Safe Mode.
After starting his new position, Brandon was provided with a Mac laptop to complete his work. Brandon needs to set up his cloud storage, also known as iCloud, so that he may synchronize his content to other OS devices. In the settings, where can Brandon find and set up iCloud?
- Network
- Sharing
- Printers & Scanners
- Apple ID
- Apple ID
A Mac user wants to manually update macOS. Where should the user expect to find macOS updates available for manual update?
- Manual macOS updates are located using Time Machine.
- Manual macOS updates are usually accessed in System Preferences.
- A manual update of macOS is not possible.
- Manual macOS updates are accessible via the App Store.
Manual macOS updates are usually accessed in System Preferences.
Kwami is currently working on a project for their presentation tomorrow. They are looking for some previously created files to include in the presentation. Unfortunately, Kwami is unable to remember where the files were saved and stored. What can be used to search for the missing files?
- System Preferences
- Spotlight
- Apple menu
- Mission Control
- Spotlight
Frank is helping an internal employee set up their new MacBook. While setting up their security settings, Frank suggests that the employee set up their Touch ID through the biometric scanner found in their track pad. What action is this considered?
- Gestures
- Mission Control
- Printers & Scanners
- Apple ID
- Gestures
Which of the following are closed-source, proprietary operating systems?
- Ubuntu Linux
- osUNIX
- openSUSE Linux
- macOS Monterey
macOS Monterey
Samuel is assisting an internal user with one of their corporate applications. It is currently not responding to any actions, nor can the user close it using the button in the top left corner. Samuel knows there is a method to forcibly close the app. What can Samuel use to take this action?
- Force Quit
- Disk Utility
-Apple Menu
- macOS Recovery
Force Quit
Daniel is working as a service desk technician and is asked by an internal employee for further assistance with a corporate app. To locate the app, Daniel uses a gesture by pinching with three fingers and his thumb on the trackpad to bring up all the applications installed on the MacBook and can find the corporate app. What is the process for bringing up all the downloaded apps?
First Aid
Safe Mode
iCloud
Launchpad
Launchpad
Which Mac feature is used to access Trash, switch between running apps, and launch apps?
Finder
Key Chain
Terminal
Dock
Dock
A user calls into Service Desk about their MacBook. Unsure where to locate the sleep option, they ask Leslie for assistance. Where can Leslie bring up that option?
Login Items
Safe Mode
Apple Menu
App Store
Apple Menu
Maggie’s customer is having an issue with a wireless connection. Maggie is on the phone with the customer and wants to know if they are receiving an IP address and a DNS address from the DHCP server. Maggie also would like to know the MAC address of the wireless NIC card so she can check for MAC filtering on the router.
What command in Windows should Maggie tell her customer to use at Microsoft’s command prompt?
ifconfig
ifconfig /all
ipconfig /displaydns
ifconfig /displaydns
ipconfig
ipconfig /all
ipconfig /all
Lea, a support technician, is configuring a new wireless access point using a web browser. After securing the WAP using WPA2-PSK with AES encryption, the wireless connection she was using during configuration was dropped. Numerous attempts to refresh the browser have failed with a “page not found” error, and the WAP’s setup screen will not display.
What should the technician have done to prevent this issue?
The technician should have been configuring the WAP using a cabled connection.
The technician should have enabled QoS on both the wired and wireless networks.
The technician should have added the MAC address of her NIC to the list of denied devices.
The technician should have used WPA-TKIP for the wireless configuration.
The technician should have been configuring the WAP using a cabled connection.
Mary, a remote user, connects her Windows 10 laptop to the corporate network by way of the Internet using a VPN tunnel.
What is often configured as a required step for a user each time she attempts to use the VPN connection?
Configure the laptop to a static IP address on the corporate LAN subnet.
Enter the same username and password used on the corporate network.
Select the encryption and authentication methods in Connection Properties.
Call the help desk at the corporate office to obtain a random VPN password.
Enter the same username and password used on the corporate network.
You have been tasked with configuring a SOHO network in which all ports on the public untrusted network will be forwarded to one workstation connected to the LAN.
What feature would you configure on the SOHO router to accomplish this?
MAC filtering
Demilitarized zone
Quality of service
Port forwarding
Demilitarized zone
George is concerned that when his children use the family computer at home, they might seek out or be exposed to content on the Internet that they are not mature enough to handle. He asks you if there is any way to block certain types of content that is inappropriate for children. What is your best advice to George?
Set up content filtering using a blacklist.
Use port forwarding.
Enable a network that utilizes 802.11n Wi-Fi.
Disable IP filtering using a firewall.
Set up content filtering using a blacklist.
Your company is implementing a wireless network and is concerned that someone from a competing company could stand outside the building and collect wireless data. You have assured the company that WPA2 is secure.
What makes WPA2 more secure than WPA?
TKIP
RADIUS
TACACS
AES
AES
Sally has just purchased a new iPad. She wants to save all the pictures and files that she creates with her new iPad on the Internet.
What service should Sally use to save her pictures and files seamlessly on the Internet?
OneDrive
Google
Yahoo
iCloud
iCloud
Tina is interested in setting up the ability to make payments with her phone, also known as tap and-pay.
What wireless technology is used for tap-and-pay?
Wi-Fi
Bluetooth
IR
NFC
NFC
Randy is concerned about his company’s data security on the Internet. Because cellular signals are not encrypted, he is concerned that the new smartphones given to the sales department will allow a breach. Randy has decided the company needs a more secure way to allow the sales department to connect to the company network over the Internet.
What should Randy deploy to allow the sales department to connect to the company network securely over a cellular data signal?
IMEI
SSH
VPN
POP3
VPN
Sarah has started her position as a Service Desk Advisor and has been provided with a new mobile device. Sarah must set up her corporate email account and a few other applications.
What is the process she can set up her secure corporate data and apps?
SDK
Mobile Device Management (MDM)
Baseband Update
Emulator
Mobile Device Management (MDM)
Frank is traveling for work and has discovered that he forgot an important file. The good news is the file is in cloud storage. Unfortunately, Frank’s laptop cannot connect to the airport’s Wi-Fi.
How can Frank download this important file?
Tether his laptop to his smartphone.
Disable the firewall on the laptop.
Use airplane mode.
Use a VPN to connect to cloud storage.
Tether his laptop to his smartphone.
Mark has been asked to set up several smartphones to connect to his company’s email server. The company wants Mark to set them up so they can be synchronized between multiple email clients on multiple devices.
What protocol should Mark use to set up the company smartphones?
VPN
POP3
IMAP
Bluetooth
IMAP
Jerry is in the process of setting up a Bluetooth device. He has enabled Bluetooth, paired the device, and located the correct device.
What is the next step in the Bluetooth connection process?
Sign into Bluetooth.
Enter the pin code.
Discover the device.
Test the connection.
Enter the pin code.
While performing disk and file maintenance on the company file server, you determine a user in the accounting department has been accidentally saving documents to all shared folders on the file server. The user’s computer was recently passed to her from another user in the company, and according to company policy, the user should have access only to the accounting share.
What best describes this situation?
The principle of least privilege was not followed.
The firewall on the server is disabled.
The user bypassed the security of the file server.
The firewall on the user’s computer is disabled.
The principle of least privilege was not followed.
A Windows 10 user is copying a file from the C:\data folder to the E:\data folder. The C: drive is formatted with NTFS, and the D: drive is formatted with FAT32.
What happens to the permissions of the file on the D:\ drive when copied?
The file will lose all permissions.
The file will inherit the permissions of the destination.
The file will retain its permissions.
The file cannot be copied from NTFS to FAT32.
The file will lose all permissions.
Working with user permissions is an important component of most organizational activities. The ability for users to easily and quickly access the tools, documents and information is a critical component of keeping employees efficient and active.
Which policies are those that are a subset of policies the local device or user?
Local group policy
Group policy
Local security policy
Network topology diagram
Local group policy
What Windows features or tools provides a method of changing the policies that apply only to a local computer’s security settings, such as Lock Screen timeout and failed logon restrictions?
Local Security Policy
Windows Firewall
Local Users and Groups
User Account Management
User Account Management
You are having difficulty changing permissions for a folder on an NTFS volume that was created by another user.
How can you best solve this issue without losing data in the folder?
Take ownership of the folder and then change permissions.
Enable permission inheritance so the new permissions are inherited from the parent folder.
Disable permission inheritance and explicitly assign the new permissions.
Delete the folder and re-create it. Then assign the new permissions.
Take ownership of the folder and then change permissions.
An administrator is assigning Windows user accounts to user groups based on the user’s role and notices the built-in Power Users group.
What is the purpose of the Power Users group in Windows 7 and later?
Backward compatibility for legacy operating systems and applications.
Provides a method for assigning rights to Guests who require Administrator access.
Members have limited privileges and are given a temporary profile.
Allows members to take ownership of files and folders.
Backward compatibility for legacy operating systems and applications.
Roger’s company is trying to increase the level of security for its network. Roger is researching ways to increase the security by making passwords more complex.
What can Roger change in Windows to require more complex passwords?
Group Policy
Password Policy
Organizational unit
Access control list
Password Policy
You are mapping a network drive on a Windows computer and click the Browse button on the Map Network Drive window in order to navigate to the host to select the folder you want to map. The host computer with the shared folder is not displaying in the browser window. You verify that the computer can ping the host and that the shared drive is properly configured on the host.
How can you map the network drive when the host cannot be found via browsing?
Type the path to the host computer in the Folder textbox.
Choose a different drive letter for the mapped drive.
Select the check box to connect using different credentials.
Verify that the computer from which you are mapping the drive is connected to the network.
Type the path to the host computer in the Folder textbox.
Jessica is concerned about the security of her work laptop. She travels a lot on airplanes and likes to work during the flights. She always feels like people are looking over her shoulder while she works on the laptop and might see the data on the screen.
What type of security can Jessica implement to help with this issue?
Privacy screen
Encrypting files
Biometric locks
Laptop lock
Privacy screen
A Windows user in your organization would like to permanently allow pop-ups on certain websites while browsing the web.
Which Internet Options tab will you direct the user to in order to make this change?
Security tab
Connections tab
General tab
Privacy tab
Privacy tab
Joe works for a company that has a traveling sales force. The company has asked Joe to research a way for the sales force to have real-time information on the availability of its salable products. The company has an intranet application that allows it to see up-to-the minute information. The company does not want to make this information public.
What should Joe recommend?
Firewall
Access control list
MDM policies
VPN
VPN
Your company has decided that security is very important and wants to add a second security check when workers are logging in to their computers. The company issued key fobs to all the employees. The key fob generates a code for them to enter when logging in to the computer.
What type of security is your company using?
Smart card
Biometric lock
Hard token
Soft token
Hard token
It is important to ensure that all software used on an organization’s devices is regulated. Your group has been tasked with identifying and logging all software on the company’s devices.
Which of the following is defined as a right to use or copy software and is a legally binding contract between the user and software owner?
Copyright
Digital rights management
Open-source license
EULA
EULA
Some of an organization’s devices have been running much slower than normal. Your group has been tasked with identifying the problem with these devices, and you suspect malware.
What type of malware is a program that replicates by attaching itself to other programs?
Spyware
Worm
Trojan
Virus
Virus
Plans and updates are regularly made at your organization to help to ensure that when a new cyber-attack or vulnerability appears, it can quickly and easily be dealt with.
Which type of practice is used to protect a system against malware?
Flowchart
Process planning
Pseudocode
Updates
Updates
Sara is working on a computer for a client who has not backed up important data. The client’s computer will not boot properly to Windows. The computer has failed three times and now has automatically launched diagnostic and repair procedures. Currently, Sara is viewing the Advanced Options screen for Windows 8.1.
What option should Sara select as the least invasive way to repair the Windows startup problem on her computer?
System Restore
Startup Repair
Command Prompt
System Image Recovery
Startup Repair
Jackson received an error message indicating that his hard drives are almost full. While doing the disk cleanup, Jackson noticed a large file named Windows.old. He is not sure what the file is used for and calls you to find out if it is safe to delete this file.
What should you ask Jackson before determining whether he can delete the file safely?
Where is the file located?
What is the size of the file?
Does his computer have an OEM recovery partition?
When was the last Windows update performed?
When was the last Windows update performed?
Samantha is working on a client’s laptop that is receiving the BSOD shown below.
The specific error is THREAD STUCK IN DEVICE DRIVER_M.
Samantha has discovered that the issue is with the device driver for the Wireless Network card.
What should Samantha do to fix this error?
Reinstall Windows.
Update Windows.
Roll back the device driver.
Disable the Wireless Network Interface card.
Roll back the device driver.
Kaylen recently purchased a new laptop computer. When he tried to set up the computer, the setup failed. Kaylen rebooted the computer and received an Invalid Boot Disk error message.
Where can Kaylen go to make sure the hard drive is communicating with the computer?
Windows System information
Event Viewer
UEFI
NTbtlog.txt
UEFI
One of Eric’s clients has called him about a problem they are having booting their computer. When they try to boot, they receive the error message, “Missing operating system.” Eric asked them to make sure no USB drives or disks were in the optical drive on their computer. The client claimed that no devices were connected.
What file is missing from the client’s computer?
Ntoskrnl.exe
Smss.exe
Winload.exe
NTbtlog.txt
Winload.exe
Frank is currently working on a computer. Somehow the video drivers have become corrupt or someone has tampered with the display settings. The display is too large for the current monitor and half the desktop is missing.
What option on the Startup Settings screen will allow Frank to repair this issue?
Safe Mode with Networking
Disable driver signature enforcement
Low-resolution video
Debugging tool
Low-resolution video
Jerry has a new customer who wants to know the difference between using a restart in Windows and using the power switch to turn their computer off and on again.
What should Jerry explain to his new customer?
There is no difference between a restart and using the power switch.
Using the power switch requires the computer to do a hard boot.
Restarting in Windows performs initial steps to test hardware in UEFI/BIOS.
Using the power switch takes less time than doing a restart.
Using the power switch requires the computer to do a hard boot.
A user is attempting to launch a Windows utility from a command prompt but is receiving a message stating the user must be an administrator in order to use the utility.
What best explains the reason the user is receiving the message?
The utility needs to be launched from the GUI.
The user must run the command using an elevated command prompt.
The user is running a Windows Home edition and not a professional edition.
The user is signed into Windows as a standard user.
The user is signed into Windows as a standard user.
A technician is scanning a Windows computer using the System File Checker (SFC) utility from the command prompt. The results of the scan indicate that SFC was unable to repair the corruption that it found in the Windows system files.
What utilities should the technician run next to attempt to repair the damaged or missing Windows system files?
regedit
DISM
taskkill
chkdsk
DISM
A technician is troubleshooting a Windows 10 computer that starts an application each time the computer is booted. When accessing the Startup tab in System Configuration, the technician finds that no startup applications are listed.
What best describes the reason no startup applications are listed? (Select TWO.)
Windows 10 uses the Startup section in Task Manager to manage startup items.
The technician is signed into the wrong user account when checking the Startup tab in System Configuration.
Windows 10 uses the Boot tab in System Configuration to manage startup items.
The technician needs to reboot the computer and retry accessing the Startup tab in System Configuration.
Windows 10 does not list startup applications in System Configuration.
Windows 10 does not list startup applications in System Configuration.
Windows 10 uses the Startup section in Task Manager to manage startup items.
A technician is performing Windows preventative maintenance tasks on all computers in the organization. They want a way to create a custom console containing only the tools they regularly launch and then distribute this custom console to each computer.
What Windows tools will allow the technicians to configure a custom console?
mdsched.exe
mmc.exe
perfmon.msc
eventvwr.msc
mmc.exe
A Windows user would like an application to run every Friday at 5 p.m.
Which tool will help the user configure the application to run automatically?
DxDiag
Task Scheduler
Task Manager
MSConfig
Task Scheduler
A technician mistakenly uninstalled an application that is crucial for the productivity of the user.
Which utility will allow the technicians to correct the issue?
Computer Management
System Restore
Component Services
System Configuration
System Restore
A technician is troubleshooting a Windows computer experiencing slow startup.
What steps should the technician take first to determine whether the startup processes are responsible for the slow startup?
The technician should disable all scheduled tasks in Task Scheduler and reboot the system.
The technician should measure the time it takes to start the system using a normal boot and compare that time against the time it takes for the system to perform a clean boot.
The technician should back up user data and reinstall Windows and all applications.
The technician should permanently disable all startup processes in System Configuration.
The technician should measure the time it takes to start the system using a normal boot and compare that time against the time it takes for the system to perform a clean boot.
A user is experiencing sluggish performance on their Windows 10 computer. The technician assigned to the trouble ticket determines the HDD is low on available free space, which is causing an error message saying that virtual memory is low.
What steps can the technician perform to resolve the issue?
Check “Automatically manage paging file size for all drives.”
Add a second HDD to the system and move the pagefile.sys file to the second drive.
Uncheck “Automatically manage paging file size for all drives.”
Disable virtual memory and delete the pagefile.sys file.
Add a second HDD to the system and move the pagefile.sys file to the second drive.
A user is attempting to use a Windows utility at the command line and gets the following message:
“You must be an administrator running a console session in order to use the {command name} utility.”
What is the most likely cause for this message?
The user must run the command using an elevated command prompt window.
The user should sign in using an account that is a member of the Administrators group.
The user is typing the command using an invalid parameter or using incorrect syntax.
The computer is running a home edition of Windows and the command requires a business edition.
The user must run the command using an elevated command prompt window.
Which Windows command would you use to copy a directory and all its contents?
xcopy /e
xcopy /d
xcopy /s
xcopy /c
xcopy /e
A technician is configuring a Windows computer to boot from a MBR HDD.
What statuses must be set for the OS to boot?
Active
Logical
Extended
Primary
Active
A technician needs to extend a volume across multiple HDDs for the additional space requirements.
What would be a part of the configuration?
Dynamic disk
Basic disk
Primary partition
Logical drive
Dynamic disk
A Windows 10 user wants a simple method for restoring a data file using File Explorer in the event they accidentally delete an earlier saved version of the same file.
What backup method will best meet the requirement of the user?
File History
System image backup
System Restore
Backup and Restore
File History
A technician added a new, second hard drive in a Windows system and verified that BIOS/UEFI recognized the drive.
What is the correct order of steps, using Disk Management, to prepare the drive for use assuming the technician will be creating a single volume?
Select the disk to initialize, select a partitioning style for the selected disk, create the volume, format the volume.
Create the volume, select a partitioning style for the selected disk, select the disk to initialize, format the volume.
Select a partitioning style for the selected disk, create the volume, select the disk to initialize, format the volume.
Create the volume, select the disk to initialize, format the volume, select a partitioning style for the selected disk.
Select the disk to initialize, select a partitioning style for the selected disk, create the volume, format the volume.
A disk in Windows Disk Management is displaying a volume status of “Unallocated”.
What is the reason for this status?
The volume is marked unallocated because it has not yet been partitioned.
The volume is marked unallocated because it has not yet been formatted.
The disk is dynamic and has been corrupted or is unavailable.
The volume is formatted with a file system, and the file system is working without errors.
The volume is marked unallocated because it has not yet been partitioned.
Jacob wants to set up extra security on his wireless network; he currently uses WPA2. He wants to allow only his devices to connect to the network and reject devices that he does not own.
What extra wireless security should Jacob employ on his wireless router?
Port forwarding
WPS
Disable SSID broadcasting
MAC filtering
MAC filtering
Sam cannot figure out why he can’t hear sound from his tablet’s internal speakers and calls you asking for advice. You ask him to check to see if anything is stuck in the aux port. Sam assures you nothing is in the aux port. He also checks to make sure the sound is not muted.
What might prevent Sam from hearing sound on his tablet?
Multiple apps are sending audio to the speakers.
Tablet is in airplane mode.
The audio output is being directed to a Bluetooth speaker.
The battery needs to be charged.
The audio output is being directed to a Bluetooth speaker.
What is a wireless internet connectivity method that makes use of cellular technology?
WiMAX
802.11ac
3G
Satellite
3G
What wireless networking standards, by default, support a single operating frequency of 5 GHz with speeds up to 54 Mbps?
802.11b
802.11a
802.11g
802.11n
802.11a
Ricky has just purchased a new Android tablet and wants to install an app that allows him to read an eBook.
Where will Ricky need to navigate to on his Android tablet to view, purchase, and install the new app?
Android store
iTunes
Google Play Store
Amazon
Google Play Store
You connected a printer directly to the network using the printer’s integrated NIC. The printer was configured with an IP address for users on the local subnet to utilize.
What would best describe the printing method used by this printer?
Remote printing
Shared local printing
Local printing
Cloud printing
Remote printing
Michael has installed the company’s timekeeping application on Jessica’s computer. When Jessica logs in to the computer, she tries to run the timekeeping application, but it does not seem to work. When Michael logs in to the timekeeping application on her computer, it works fine.
What could be the issue with the application?
Michael installed the application only for his user account.
Michael installed the application in the wrong location.
Jessica has administrator privileges that do not allow her to run the program.
The application has a runtime error.
Michael installed the application only for his user account.
The IT group for your organization has been asked to make some updates to the OS options that are available for the company.
Which OS is known to be secure and extremely stable that does not take up much space on the hard drive?
Windows
Linux
macOS
Chrome
Linux
A user is complaining about sluggish performance on her Linux system, and the technician suspects a running process is consuming excessive processor resources.
What commands will the technician most likely use to locate the offending process?
ps
dd
vi
kill
ps
A technician is working on a Linux computer from the terminal and needs to determine the current directory she is working in.
Which command will display the information the technician is looking for?
pwd
cd
ps
passwd
pwd
What is the command that sends a signal to a particular process to end itself in an orderly way?
End-config
Grep
Kill
Distro
Kill
Prior to launching an upgrade to the accounting software, you need to clean the %temp% folder on 73 Windows computers. The system administrator asked you to automate the process by using a PowerShell script already written for this purpose. While browsing the available files on the network, you notice several files that could potentially perform this task.
What files will you use?
CleanTempDir.ps1
CleanTempDir.sh
CleanTempDir.py
CleanTempDir.js
CleanTempDir.ps1
What is the current Linux file system used to hold the operating system?
ext4
NTFS
APFS
ext3
ext4
There are many scripting tools out there for use in creating applications. You have been asked to select an environment for creating and executing your scripts.
What would be a good choice for writing and executing scripts?
PowerShell
Dreamweaver
Word
Notepad
PowerShell
A Linux technician wants to set the permissions for a file to allow all users read-only access. All existing permissions for group members and owner should remain untouched.
Which command should the technician use if the file is located in the current working directory and the filename is test.txt?
chmod o+r test.txt
chown 644 test.txt
chmod 644 test.txt
chown o+r test.txt
chmod o+r test.txt
Which script file extension indicates a Windows batch file?
.sh
.vbs
.bat
.ps1
.bat
Mary, a remote user, connects her Windows 10 laptop to the corporate network by way of the Internet using a VPN tunnel.
What is often configured as a required step for a user each time she attempts to use the VPN connection?
Enter the same username and password used on the corporate network.
Configure the laptop to a static IP address on the corporate LAN subnet.
Call the help desk at the corporate office to obtain a random VPN password.
Select the encryption and authentication methods in Connection Properties.
Select the encryption and authentication methods in Connection Properties.
Your company is implementing a wireless network and is concerned that someone from a competing company could stand outside the building and collect wireless data. You have assured the company that WPA2 is secure.
What makes WPA2 more secure than WPA?
RADIUS
TKIP
AES
TACACS
AES
You have been tasked with configuring a SOHO network in which all ports on the public untrusted network will be forwarded to one workstation connected to the LAN.
What feature would you configure on the SOHO router to accomplish this?
Demilitarized zone
MAC filtering
Port forwarding
Quality of service
Demilitarized zone
Lea, a support technician, is configuring a new wireless access point using a web browser. After securing the WAP using WPA2-PSK with AES encryption, the wireless connection she was using during configuration was dropped. Numerous attempts to refresh the browser have failed with a “page not found” error, and the WAP’s setup screen will not display.
What should the technician have done to prevent this issue?
The technician should have enabled QoS on both the wired and wireless networks.
The technician should have been configuring the WAP using a cabled connection.
The technician should have used WPA-TKIP for the wireless configuration.
The technician should have added the MAC address of her NIC to the list of denied devices.
The technician should have been configuring the WAP using a cabled connection.
George is concerned that when his children use the family computer at home, they might seek out or be exposed to content on the Internet that they are not mature enough to handle. He asks you if there is any way to block certain types of content that is inappropriate for children. What is your best advice to George?
Use port forwarding.
Set up content filtering using a blacklist.
Disable IP filtering using a firewall.
Enable a network that utilizes 802.11n Wi-Fi.
Set up content filtering using a blacklist.
