Core 1 (220-1101)

Question 1

I E T E V D

What are the steps of effective Troubleshooting Methodology?

Answer 1

1. Identify the problem
   * Gather information from the user, identify user changes, and, if applicable,
   perform backups before making changes
   * Inquire regarding environmental or infrastructure changes
2. Establish a theory of probable cause (question the obvious)
   * If necessary, conduct external or internal research based on symptoms
3. Test the theory to determine the cause
   * Once the theory is confirmed, determine the next steps to resolve the problem
   * If the theory is not confirmed, re-establish a new theory or escalate
4. Establish a plan of action to resolve the problem and implement the solution
   * Refer to the vendor’s instruction for guidance
5. Verify full system functionality and, if applicable, implement preventive measures
6. Document the findings, actions, and outcomes

Question 2

While manning the help desk, you get a call from a distraught user who says she
has a blank screen. What would be a useful follow-up question?

Answer 2

A. Is the computer turned on?
B. Is the monitor turned on?

Question 3

At the very least, what tool should be in every technician’s toolkit?

Answer 3

Phillips-head screwdriver

Question 4

When is it appropriate to yell at a user?

Answer 4

Never.

Question 5

When troubleshooting a software problem on Phoebe’s computer and listening to
her describe the problem, you get a text from your boss. What would be the most appropriate action for you to take?

Answer 5

Wait until Phoebe finishes her description, run through any simple fixes, and
then explain that you need to call your boss on your cell phone.

Question 6

You are at a customer’s workstation to install several software and hardware updates,
a process that will take a while and require several reboots of the computer. What
should you do about the password to the user’s account?

Answer 6

Ask the user to change her password temporarily for you to use.

Question 7

What would be an example of good practice after completing a troubleshooting call
at someone’s office?

Answer 7

Following up with a call within a couple of days to make sure everything is going
well with the fixed computer.

Question 8

Which tool helps you avoid accidental static discharge by keeping you at the same
electrical potential as the computer on which you’re working?

Answer 8

ESD wrist strap

Question 9

Once you have ascertained the computer’s problem and backed up the critical data,
what should you do?

Answer 9

Establish a theory of probable cause.

Question 10

What should you do after successfully repairing a machine?

Answer 10

Document your findings.

Question 11

What are the three major components of a modern computer?

Answer 11

• Hardware
• Operating system
• Applications

Question 12

What is hardware?

Answer 12

It is the general term for computer equipment. It is the physical stuff you can touch and hold in your hand.

Question 13

What does the operating system do?

Answer 13

It controls the hardware and enables you to tell the computer what to do

Question 14

What do applications do?

Answer 14

They enable you to do specialised tasks on a computer such as sending a message to your friend.

Question 15

What are the three stages computers work through at the most basic level, what is this process called?

Answer 15

• Input
• Processing
• Output
  This is known as the computing process.

Question 16

What is at the heart of every computing device?

Answer 16

Central Processing Unit (CPU)

Question 17

Explain the computing process through an example

Answer 17

You start the action by doing something—clicking the mouse, typing on the key-
board, or touching the touch screen. This is input.

The parts inside the device or case take
over at that point as the operating system tells the hardware to do what you’ve requested.
This is processing.

The CPU handles the majority of the processing tasks and is, in a way, the “brain” of the computer.

Once the computer has processed your request, it shows you the result by changing
what you see on the display or playing a sound through the speakers. This is output.

Question 18

What two other stages do most modern computing devices usually have?

Answer 18

• Data storage
• Network connection

Question 19

What is meant by data storage and how does it work?

Answer 19

It means saving a permanent copy of your work so that you can come back
to it later.

It works like this. First, you tell the computer to save something.

Second, the CPU processes that command and stores the data.

Third, the computer shows you something, such as a message saying that the data is stored. Any work that you don’t save is lost when you turn the computer off or exit the application.

Question 20

What is meant by network connection?

Answer 20

It describes how one computer connects to one or more other computers.

It doesn’t just apply to a couple of office computers. Every smartphone, for example,
can connect to the Internet and play a video from YouTube (assuming you have a signal
from a cell tower and a data plan).

Question 21

What are some common peripherals of a desktop PC?

Answer 21

• System unit or case: the processing takes place inside
• Monitor: visual output
• Multifunction device, with printer, scanner, and more: printed output, scanned input
• Keyboard: input device
• Speakers: audio output
• Mouse: input device

Question 22

What is found at the back of a PC’s system unit?

Answer 22

• Onboard HDMI and DisplayPort: for output to monitor
• USB: for many input and output devices
• S/PDIF: for higher-end audio output
• DVI, HDMI, and DisplayPort: for output to monitor
• Power connector
• PS/2 or mini-DIN: for keyboard or mouse
• NIC: for network connection
• Audio input/output jacks: for speakers and microphones

Question 23

What is found inside the system unit?

Answer 23

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