Core 2 (11/15-1/30) Flashcards
You finish replacing the network adapter in a company workstation and verify full system functionality.
Using the six steps of troubleshooting, which step should you take next?
document findings, actions and outcomes
What are the six steps of troubleshooting?
1) Identify the problem
2) Establish a theory of probable cause
3) Test the theory
4) Establish a plan
5) Verify full system functionality
6) Document findings, actions, and outcomes
Which of these hazards does a surge suppressor protect against?
Power spikes
You complete a trouble ticket submitted by a client. Once the problem is corrected, you ask the customer to verify that the system works as expected.
The customer acknowledges that the computer is functional, but states that there is a dim flicker that occurs often enough that it is giving him a headache.
You tell the customer that this is a result of action that had to be taken to correct that original problem. However it should diminish over time and the customer’s headaches will then go away.
Which of the principles shown below did you violate?
Do not dismiss the customer’s problems.
Which backup type would you use to ensure all data is included in the scheduled backups?
Full
In what way do administrators use Windows PowerShell?
create and run scripts used to manage the operating system
Joe is attempting to repair an application on his computer. When he tries to start the program, the system returns a “DLL is missing” error message.
Joe imports a copy of the missing .dll file to his computer, but the program continues to return the error message and fails to start.
Which of the following tools should Joe use to complete the .dll import process?
regsrv32
You are troubleshooting a computer at a client’s site. The client is upset because a number of important files have disappeared from his Documents folder. The client is sure that the files were there two days ago and can think of no reason why they would have disappeared.
You can restore the missing files from a tape backup.
Using the theory of troubleshooting, what should you do next?
Establish a theory of probably cause
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?
communicate status with the customer and ensure a successful call transfer
A technician 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?
let the call go to voicemail and respond when time permits
A computer is making a clicking noise, but is otherwise operating normally. What should you do first when responding to the issue?
Attempt to backup data from the hard drive
A user submits a trouble ticket to the help desk. In completing the ticket, the user states that the problem is related to a newly installed application. After reading the full description of the problem, you know that the problem is related to something completely different.
Instead of following the course of action that the user recommends, you try to persuade the user that your method will be best. This exchange results in some harsh words between you and the user.
How should you have responded to the user?
You should have acknowledged the customer’s input, and then resolved the problem using your own knowledge of the best way to proceed
What is the best way to deal with a difficult user?
Don’t allow yourself to be drawn into an argument or become defensive
Dan, a new help desk technician, is talking with a customer on the phone. The customer has a problem that Dan has never seen before and does not know how to troubleshoot.
What is the first thing that Dan should say to the customer?
“Please hold while I escalate this problem to a Level II technician.”
“Please be patient with me. This is the first time I have encountered this problem.”
“Please hold while I consult with one of our senior technicians about your issue.”
“Would you mind holding for no more than two minutes while I check our resources?”
“Would you mind holding for no more than two minutes while I check our resources?”
It also gives Dan time to see if there is a simple solution to the problem or if it might need to be escalated. Until Dan has a chance to ask another technician how to deal with the user’s problem, he doesn’t know if the problem should be escalated or not.
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?
identify the problem
A client needs to work on some critical files, but says she cannot find them.
Using the theory of troubleshooting, what step should you complete first to resolve the problem?
Identify the problem
A user calls the help desk to report a problem with a Windows computer. On the previous day, the user downloaded a new application from an approved share on the company’s network. Everything was working well yesterday.
This morning, when the user came in and restarted his computer, he received several messages which state that a DLL file that cannot be found.
You have been assigned to resolve this problem. What is the best course of action for you to take next?
Copy the DLL file from a working computer and use the regsvr32 command to import the file
In this case, it would appear that a needed .dll file was overwritten when the user downloaded and installed the new application. In order to fix the problem, you will need to restore the missing .dll by copying it from a trusted source and using the Regsvr32 utility to register the .dll file.
What is DLL?
(Dynamic Link Library) files are composed of computer data and code. These are used by software makers as shared resources on Windows operating systems. Rather than install separate components, they share the same DLL file.
What is Regsvr32?
a command-line utility to register and unregister OLE controls, such as DLLs and ActiveX controls in the Windows Registry. Regsvr32.exe is installed in the C:\Windows\System32 folder.
Ann, a user at your company, brings her laptop to you for repair. What is the least professional thing you could say or offer to Ann?
“The department is slammed with repairs right now. Would you be able to bring the laptop back a little later when we are less busy?”
“Now that I have your laptop checked in for repair, may I offer you the use of a loaner laptop?”
“Please have a seat in the area while I work on your laptop.”
“Your laptop will be ready later today. Please feel free to come by any time at your convenience and see if the machine is ready.”
“The department is slammed with repairs right now. Would you be able to bring the laptop back a little later when we are less busy?”
Why?
1. You failed to recognize that the user has a problem.
2. You ignored the inconvenience you are causing your coworker.
You are considering different methods for protecting the electronic devices on your company’s network. Which of the following devices will protect the equipment to which it is attached by directing power surges to the path of least resistance?
surge protector
What is a surge protector?
a device that re-directs power surges through an alternate path of least resistance (or to “ground”), protecting valuable electronic equipment. Surge protectors should be installed on any equipment that contains a microprocessor.
Read / Write errors are occurring intermittently on your PC. Which of the following actions would you MOST likely take?
Low level format the drive
Run FDISK on the drive
Update definitions and run a virus scan
Run CHKDSK on the drive
Run CHKDSK on the drive
You are installing a wireless router in your home. What are the two most important actions you could perform to ensure that your network is secured from access by unauthorized users? Select two.
Change the default login name and password on the new router
Verify that the router firmware has the latest updates installed
Modify the encryption settings on each workstation’s wireless adapter
Enable encryption on the new router
Harden all workstations on your network
Change the default login name and password on the new router
Enable encryption on the new router
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?
the username is not part of the local administrator group
the workstation is the victim of a denial of service attack
the username is not authenticating on the network
the administrator has not applied appropriate security patches
the username is not part of the local administrator group
Which Control Panel path would you use to review and correct the issue of a user’s computer that keeps producing a low virtual memory alert and experiences a degradation of performance shortly after?
System > System Restore
System > Advanced
System > Hardware
System > Remote
System > Advanced
Which of the following descriptions best describes a botnet?
a security hole which can be exploited by hackers before the vendor becomes aware if the problem and fixes it
attempt to acquire sensitive information such as usernames, passwords, and credit card details (and sometimes, indirectly, money), often for malicious reasons, by masquerading as a trustworthy entity in an electronic communication
an interconnected network of computers infected with malware without the user’s knowledge and controlled by cybercriminals
an attack which secretly relays and possibly alters the communication between two parties who believe they are directly communicating with each other
an interconnected network of computers infected with malware without the user’s knowledge and controlled by cybercriminals
They’re typically used to send spam emails, transmit viruses and engage in other acts of cybercrime. They are sometimes known as a zombie army.
Which of the following commands cannot be completed using IPCONFIG?
determine if the computer is configured to be a DHCP client
find the MAC address assigned to a network interface card
find the assigned default gateway for a computer
send an ICMP packet to determine if a remote computer is accessible from the local computer
send an ICMP packet to determine if a remote computer is accessible from the local computer
What is the PING command?
used to demonstrate connectivity between two computers
send an ICMP packet to determine if a remote computer is accessible from the local computer network
Which of the following Windows operating system features is used to manage offline file activity?
Control Panel
Windows Updates
Sync Center
One Drive
Sync Center
Sync Center allows you to check the results of your recent sync activity if you’ve set up your computer to sync files with a network server. This allows you to access copies of your network files even when your computer isn’t connected to the network. Sync Center can tell you if the files synced successfully or if there are any sync errors or warnings.
If you’ve ever needed to access important files stored in a shared folder on your network but couldn’t because your laptop was disconnected from the network, then you can understand the need for offline files. With offline files, you can access copies of your network files even when your computer isn’t connected to the network.
Which tool, included as a part of the Windows operating system, will you be prompted to use if Windows detects possible problems with your computer’s memory?
Event Viewer
Computer Management
Windows Memory Diagnostic
Component Services
Windows Memory Diagnostic
If Windows detects possible problems with your computer’s memory, it will prompt you to run the Memory Diagnostics Tool. The Memory Diagnostics Tool will run automatically when you restart Windows. It might take several minutes for the tool to finish checking your computer’s memory. Once the test is completed, Windows will restart automatically. If the tool detects errors, you should contact your computer manufacturer for information about fixing them, since memory errors usually indicate a problem with the memory chips in your computer or other hardware problem.
A new user calls the help desk in tears. She reports that she accidentally kicked the power strip under her desk which cut power to her desktop computer. Now when she boots the machine, it takes a very long time to start and all her applications seem to be running much slower.
You examine the Event Viewer files on her computer and find several messages stating that the file system is corrupt.
What action should you take next to help resolve this problem?
run chkdsk with the /r switch and reboot the PC
convert the hard drive to the FAT32 file system
replace the hard drive in the computer
reinstall the operating system
run chkdsk with the /r switch and reboot the PC
Chkdsk creates and displays a status report for a disk based on the file system. Chkdsk also lists and corrects errors on the disk. Used without parameters, chkdsk displays the status of the disk in the current drive.
When run with the /r parameter, chkdsk locates bad sectors and recovers readable information. If the improper shutdown causes a file system corruption, this would be the least invasive way to try and recover.
Your company wants to replace the current user workstations with new computers that will run Windows 10. You have been given three new computers. Each computer has a slightly different hardware configuration from the other two. All three computers run Windows.
You install a critical application that was written for Windows 7 on the new computers. What feature or function could you use to help ensure that the application will run on Windows 10?
Microsoft Store
Control Panel / Programs and Features
Right click the application file in File Explorer / Properties / Compatibility tab
Windows Settings / Apps / Default Apps
Right click the application file in File Explorer / Properties / Compatibility tab
The Properties dialog box for executable files and the shortcuts to these programs have a Compatibility tab. It allows you to configure the program’s original operating system environment and force it to use compatible display settings.
You have configured a hard drive so that it can boot into more than one operating system based on a selection made by a user at startup. The drive can best be described as a:
Virtual drive
Core drive
Mirrored drive
Dual boot drive
Dual boot drive
What is the average operating range of a Class 2 Bluetooth device?
5 meters (16.4 feet)
100 meters (328 feet)
1 meters (3.28 feet)
10 meters (32.8 feet)
10 meters (32.8 feet)
Bluetooth technology functions by creating a wireless personal area network (PAN), also known as a piconet, which Bluetooth-enabled devices can connect to. Once two devices are connected to the same piconet, they can communicate with each other.
You are troubleshooting a Windows computer from a command prompt window. As you navigate through the file system, you find that a new folder was recently created on the computer. You need to see what files have been saved to the new folder.
Which of the commands shown below would you use to display the folder contents?
md
cd
dir
rd
dir
The directory command (dir) is used to display the contents of the current folder or directory.
The other commands are used to move from one folder or directory to another (cd or change directory), create new folders or directories (md or make directory), or to delete directories from a drive (rd or remove directory).
Which of the statements shown below are NOT true regarding the similarities and difference between the Windows 32-bit and Windows 64-bit operating systems.
Windows 64-bit operating systems can address larger amounts of RAM than Windows 32-bit operating systems can.
Windows 32-bit operating system typically contain the same security features found in 64-bit versions of the same Windows operating systems.
Windows 32-bit operating systems typically do not use the same device drivers used by Windows 64-bit operating systems.
Any processor that supports a Windows 32-bit operating system can also support a Windows 64-bit operating system.
Any processor that supports a Windows 32-bit operating system can also support a Windows 64-bit operating system.
In fact, a Windows 32-bit operating system is written to run specifically on a 32-bit processor. Windows 64-bit operating systems are written to take advantage of the processing power that is unique to 64-bit processors.
You need to obtain a list of all the active IP ports on a specific computer. Which of the following commands could you use to gather this information?
MSCONFIG
NETSTAT
PING
NBTSTAT
NETSTAT
NETSTAT displays active TCP connections, ports on which the computer is listening, Ethernet statistics, the IP routing table, IPv4 statistics (for the IP, ICMP, TCP, and UDP protocols), and IPv6 statistics (for the IPv6, ICMPv6, TCP over IPv6, and UDP over IPv6 protocols). When used without parameters, netstat displays active TCP connections.
Which of the following actions can you perform using Task Manager? Choose all that apply.
Close programs that are not responding
Monitor the computer’s performance
Display processes currently running on a Windows computer
Create a redundant hard disk configuration
Schedule an action to occur at a specific time
Close programs that are not responding
Monitor the computer’s performance
Display processes currently running on a Windows computer
If you’re connected to a network, you can also use Task Manager to view network status and see how your network is functioning. If more than one person is connected to your computer, you can see who’s connected and what they’re working on, and you can send them a message.
What is Task Scheduler?
used to launch programs, scripts and batch files based on a trigger – such as time – that is specified by a user.
How much RAM is required to install Windows 7 32-bit on a PC?
1GB
2GB
16GB
512MB
1GB
According to Microsoft, the minimum hardware requirements needed to run Windows 7 are:
* 1 gigahertz (GHz) or faster 32-bit (x86) or 64-bit (x64) processor
* 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit)
* 16 GB available hard disk space (32-bit) or 20 GB (64-bit)
* DirectX 9 graphics device with WDDM 1.0 or higher driver
A customer has recently installed several applications on a Windows 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?
diskpart
msconfig
factory restore
SecureBoot
msconfig
MSConfig is a system utility to troubleshoot the Microsoft Windows startup process. It can disable or re-enable software and Windows services that run at startup, or change boot parameters.
Joe is in charge of formatting hard drives for a new deployment. His supervisor specifies that each drive must be formatted using the file system with the broadest compatibility.
Which file system should Joe use?
FAT16
FAT32
NTFS
CDFS
FAT32
FAT32 is most commonly used with portable drives. FAT32 avoids the problems that NTFS permissions and EFS can introduce when moving between systems.
A Trojan horse is a piece of malicious software that __________________________ .
is self-replicating and self-propagating
attaches to a legitimate computer program
attaches to an incoming email
monitors Internet surfing habits
attaches to a legitimate computer program
A Trojan horse, or Trojan for short, is a term used to describe malware that appears, to the user, to perform a desirable function but, in fact, facilitates unauthorized access to the user’s computer system. The term comes from the Trojan Horse story in Greek mythology. Trojan horses are not self-replicating, which distinguishes them from viruses and worms.
Which of the following is the fastest way for a user to synchronize data between an iPhone and a work PC?
Copy the data from the phone to a MicroSD card.
Use Bluetooth to share data from the phone.
Connect the iPhone’s USB cable and use iTunes.
Transfer data via WiFi Direct to the user’s laptop.
Connect the iPhone’s USB cable and use iTunes.
Of the four different connectivity solutions proposed, data transfer using USB will be the fastest.
Bluetooth data transfer speeds average 25 Mbps
WiFi Direct data transfer speeds average 250 Mbps
MicroSD cards can support data transfer speeds of 30 Mbps
Assuming that the cable and connectors support the USB V3.0 standard, data can be transferred at speeds of 640MBps.
Your company supports a variety of mobile devices, including Android and iOS phones and tablets.
You have been asked to identify which elements from the employees outlook accounts can be synced across all possible platforms supported by the company.
Which the items shown below will appear on your preliminary list of items that can be synced to mobile devices via outlook email? Choose all that apply.
Calendar
Free//Busy
Programs
Social media
Contacts
Favorites
Calendar
Mail
Free//Busy
Contacts
Under which circumstances would you perform a factory reset on an android mobile phone? Select all that apply.
Before a upgrading the phone’s firmware
If you have forgotten the password to unlock the system
When the system has become slow or unresponsive and you have tried all other know remedies to fix the problem
After removing a number apps that you no longer use
If you have forgotten the password to unlock the system
When the system has become slow or unresponsive and you have tried all other know remedies to fix the problem
Factory resets can often fix many chronic performance issues such as freezing. Common reasons to perform a factory reset include:
- to fix a malfunctioning electronic device
- to remove a file or virus that is difficult to remove
- to clear the configuration and settings of the electronic device to the default settings
- to clear the memory space on the electronic device
- to recover from a lost password or passcode
- to remove personal information from the device before selling or giving away the device
Joe needs to purchase an application for use in company classroom. Although there are over 1,000 employees in the company, there will only be 15 students attending class at any one time.
What type of license should Joe consider to help control costs while ensuring that the students are in compliance with the end user licensing agreement (EULA)?
Commercial license
Seat license
Open source license
Enterprise license
Seat license
a software license based on the number of seats (actually computers) at which the software can be installed. In this model, many computers are licensed to run the software that is installed using a single product key. The number of users becomes irrelevant. For example, if a company buys an application with a per seat license for 20 seats, the software can be installed 20 times. There may be over 100 people who actually use the software, but only 20 users can work with it at any given moment in time. That would be the 20 people sitting at the 20 computers on which the software is installed. This can be less expensive than a commercial license, but is generally more expensive than an enterprise license.
What is Enterprise license?
a software site license that is issued to a large company. It typically allows unlimited use of the program throughout the organization, although there may be restrictions and limitations. In this model, many users are licensed to use the software installed on many computers through a single product key. This is often the most cost-effective way to buy software for employee use. A single Enterprise license usually costs less than the price of a commercial license multiplied by the number of users that need access to the software.
What is open-source license?
type of license for computer software and other products that allows the source code, blueprint or design to be used, modified and/or shared under defined terms and conditions. Open source software is not the same as freeware. You could pay for an open source license. The difference between open source and commercial licensing is that you have the freedom to modify the software under an open source license that you would not have under a standard commercial license.
What is commercial license?
any software or program that is designed and developed for licensing or sale to end users or that serves a commercial purpose. In this model, one user (the buyer) is licensed to install the software on one computer using an installation process that is tied to one product key. This is usually the most expensive way to buy software as you are paying for one license per user.
A technician needs to remove the ability of standard users to shut down or restart a shared computer. Which of the following commands can be used to accomplish this task?
gpedit.msc
shutdown.exe
bootrec.exe
services.msc
gpedit.msc
GPEDIT.MSC is the Local Group Policy Editor – a Microsoft Management Console (MMC) snap-in that provides a single user interface through which all the settings of Local Group Policy objects can be managed.
Among the settings that can be configured, the administrator can disable user or computer settings in the Local Group Policy. This would include disabling the ability for users to shut down or restart a computer.
Sam is currently logged on to a Linux computer with his standard user account. He is not a member of any group that has administrative or system level access to the operating system.
Sam needs to update an application. He knows the command to use to run the update, but he needs to be able to run it with elevated privileges.
Which two commands, of those shown below, would give Sam the elevated privilege needed to update his application? Select two.
chown
yum
pwd
apt-get
su
sudo
su
sudo
Whenever a user tries to install, remove and change any piece of software, the user has to have the root privileges to perform such tasks. Sudo (Debian) or su (RHET) are the linux commands used to give such permissions to any particular command that a user wants to execute.
In addition to using sudo/su, the user must also know the password for the root or system account.
A new user is attempting to logon to her company-issued computer for the first time. She has been given a smart card and uses that during the logon process. However, the system still won’t let her logon.
What other piece of information must she have in order to use her smart card to logon to the laptop?
a password generated by the administrator
a PIN
a user logon name
the name of her company’s domain
a PIN
Smart cards use personal identification numbers (PINs) rather than passwords. The smart card is protected from misuse by the PIN, which is known only to the smart card’s owner. To use the smart card, the user inserts the card in a smart card reader that is attached to a computer and, when prompted, enters the PIN. The smart card can be used only by someone who possesses the smart card and knows the PIN.
