Hardware and Network Troubleshooting Flashcards
A user has recently moved to the United States from the United Kingdom. He contacts you asking how to switch his desktop computer to the appropriate voltage. What should you tell him to do?
A)Replace the power supply.
B)Slide the switch on the inside of the power supply to the appropriate voltage.
C)Slide the voltage switch on the side of the power supply to the appropriate voltage.
D)Slide the switch on the motherboard to the appropriate voltage.
C)Slide the voltage switch on the side of the power supply to the appropriate voltage.
A user reports that his Windows computer often issues errors about running out of virtual memory. The performance is sometimes sluggish. You want to increase the amount of available virtual memory.
What should you do?
A)Restart the computer.
B)Open the case and verify the type of RAM installed.
C)Edit the size of the paging file in the CMOS.
D)Edit the size of the paging file in the operating system.
D)Edit the size of the paging file in the operating system.
You should edit the size of the paging file in the operating system. In many Windows versions, you can accomplish this by clicking the Settings button in the Performance section of the System Properties dialog box’s Advanced tab. Virtual memory is managed by the operating system. The initial size and maximum size of the paging file can be manually configured by the user. The paging file is virtual memory.
You should not open the case and verify the type of RAM installed. This is a necessary step when upgrading RAM because the Windows operating system can tell you the amount of memory installed, but not the type of memory installed. The only way to discover this is by physically inspecting the RAM chips. Upgrading the RAM will not increase the amount of virtual memory. However, increasing the amount of RAM in your system can often decrease the need for virtual memory.
You cannot edit the size of the paging file in the CMOS. Virtual memory is not managed or configured in the CMOS.
You should not restart the computer. This will reset the paging file so that the virtual memory problem goes away temporarily. However, it does not increase the size of the virtual memory file.
Sluggish performance can be caused by a variety of different issues. If you notice performance is abnormally slow, try updating device drivers, expanding the available RAM, checking the integrity/updating operating system files, and closing background applications. Sluggish performance can also indicate a hard drive failure, fragmented data, or a malware infection.
You replace a black ink cartridge in your inkjet printer, and now the printouts consist of jagged lines and characters. What is the first action you should take to resolve the problem?
A)Remove and reinstall the cartridge.
B)Run a printer alignment program.
C)Print a test page.
D)Run a printer diagnostics program.
B)Run a printer alignment program.
After you install a new printer cartridge in an inkjet printer, you should run the printer alignment program to align the inkjet print heads. This should allow the printer to produce clearer output. After you replace an ink cartridge and attempt to print, you will usually receive a message that recommends the running of the alignment program. You should also run the alignment program for your printer if you notice at any time that vertical or horizontal lines in your printer output are not aligned. The jagged printing is due to very small differences between the new and the original cartridges, and the alignment program is specifically designed to adjust for these differences.
Printing a test page will simply produce more evidence of the need to align the cartridge without actually performing the alignment.
A diagnostics program is generally used for troubleshooting, whereas an alignment program is generally used for maintenance.
Removing and reinstalling the cartridge is unlikely to resolve the issue because the position of the new cartridge in the holder will remain the same.
Always keep in mind that you should check the obvious first when troubleshooting a printer. If the printer is not printing, you should make sure it is plugged in and turned on. You should also make sure that it has paper. Most technicians can tell you stories about how they were called in for troubleshooting an issue that had a very obvious fix. Also, keep in mind that some internal components should only be replaced by individuals who are experienced in repairing printers. These printer technicians are usually employed by the vendor from which you purchased the printer.
A user from the accounting department has contacted you regarding problems with a dot matrix printer. When you examine the output from the printer, several letters have missing dots from the page. What should you do?
A)Replace the ribbon.
B)Replace the print head.
C)Clean the print head.
D)Print a test page.
B)Replace the print head.
You should replace the print head. Over time, the pins on the print head can become clogged or bent. It is best to replace the print head in this situation.
You are troubleshooting a laser printer that feeds multiple sheets of paper for each page it is supposed to print. Which component could be causing the problem? (Choose two.)
A)The primary corona
B)The feed mechanism
C)The photosensitive drum
D)The paper type
B)The feed mechanism
D)The paper type
On a network that you administer, you cannot use a Windows computer named Wkst1 to connect to an Internet host with the fully qualified domain name (FQDN) www.cybervista.net. You want to determine whether a WAN link between Wkst1 and www.cybervista.net is down. You know that data normally passes through 10 hops in transit from Wkst1 to www.cybervista.net. Which command should you use to test connectivity?
A)tracert www.cybervista.net
B)arp www.cybervista.net
C)ipconfig www.cybervista.net
D)nbtstat www.cybervista.net
A)tracert www.cybervista.net
Of the listed commands, you should use the tracert www.cybervista.net command to determine whether a WAN link between Wkst1 and www.cybervista.net is broken. The tracert computername command or tracert IP-Address command starts the tracert utility. The tracert utility displays the path that data travels through a network. The path begins at the host, which is the computer on which the utility is started, and ends at the host specified in the computername or IP-Address variables.
In this scenario, the tracert www.cybervista.net command will display the route that data travels between Wkst1 and www.cybervista.net. Each host that data traverses on its route to the destination host is referred to as a hop. The tracert utility numbers each hop and displays the following information for each hop: time required for the data to travel through the host, the FQDN of the host, and the IP address of the host. You can use the tracert command to determine which WAN link is causing a connectivity problem. In this scenario, for example, you know that data usually passes through 10 hops from Wkst1 to www.cybervista.net. If the tracert utility reports an error transmitting data from hop 7 to hop 8, then a problem likely exists with the WAN link between hop 7 and hop 8.
You are instructing new IT technicians on the reasons why a computer’s complementary metal-oxide semiconductor (CMOS) battery should be replaced. Which event is an early indication that you may need to replace it?
A)The computer’s power supply fails.
B)The computer’s internal clock loses time at startup.
C)Parity errors occur at startup.
D)A hard disk on the computer fails.
B)The computer’s internal clock loses time at startup.
Often, your earliest indication of a failing CMOS battery is loss of time at startup. This will lead to an inaccurate system date and/or time. You can monitor the accuracy of the computer’s clock over several days to make this determination. After each startup, type the system command time at a command prompt, press Enter, and then compare the time value the computer displays to a known standard.
Personal computers, including Windows computers, derive date and time information from the CMOS clock only at system startup. After startup, these operating systems rely on a memory controller to keep time. The memory controller’s refresh timer is likely to gain or lose several seconds on a daily basis, but this has no bearing on the CMOS battery. Therefore, you should check the system date and time if you suspect the battery is beginning to fail, but only at startup.
If a computer’s power supply fails, or if a boot device such as a hard disk fails, then startup will not complete successfully. It is important to note that if a CMOS battery fails, it is possible for a computer to generate a No boot device available error during startup, but this does not necessarily indicate that a hard disk has failed. If you replace the hard disk with another disk known to be functional, and you still receive the same error message, then you should suspect that the CMOS chip or its battery has failed.
Parity errors at startup relate to a computer’s random access memory (RAM). Such errors indicate that RAM modules on a computer’s system board are not compatible with each other or that one or more memory modules have failed. Consequently, you should replace memory modules to ensure that all onboard modules are functioning and have the same parity setting.
Beth’s computer keeps locking up, and she is not sure why. She was told by the intern at her company’s help desk that she should reboot her computer often. However, she has noticed that the computer freezes when she opens more than two programs at a time. Before she upgrades the RAM, what else can she do to help alleviate this problem?
A)Install all the updates shown in Windows Update.
B)Increase disk thrashing.
C)Increase the size of the paging file.
D)Choose the Balanced power plan in Control Panel.
C)Increase the size of the paging file.
Beth could increase the size of the paging file to help alleviate the problem. When systems lock up or there are extended delays between clicks and responses, Windows is demonstrating that it is running out of memory. Seldom are users taught what to do to maintain their computer, so you should help them avoid this situation by keeping track of their page file usage. This keeps them from running out of resources and making their computer run smoothly. Beth should not increase disk thrashing. Thrashing occurs when a computer’s virtual memory is in a constant state of paging, rapidly exchanging data in memory for data on disk. This occurs automatically and will adversely affect a computer’s performance.
You replace the toner cartridge in a laser printer. Now, all printouts have black specks on both sides. Which action you should take first?
A)Replace the toner cartridge.
B)Clean the interior of the printer.
C)Realign the transfer corona.
D)Check the fuser assembly and fuse.
B)Clean the interior of the printer.
Random specks of toner can appear on printouts for several reasons, including a defective toner cartridge, paper that is moist or does not meet the specifications for the printer, or toner contamination within the printer. The first action you should take is to inspect and clean the inside of the laser printer. Even a small amount of scattered toner inside the printer can cause specks to appear on many printouts. The cleaning should be done according to the manufacturer’s recommended procedure; the cleaning may need to include the general interior, the toner cartridge assembly exterior, the corona wire, and the fuser rollers. Although rough or moist paper can also cause black specks to appear randomly, these specks tend to be on the print side only and not on both sides.
You receive a technical support call from a department manager. She reports that the laser printer in her department prints only blank pages. A telephone interview reveals that the paper is not jamming in the printer and that the problem began occurring after the toner cartridge was replaced. What is the most likely cause of the problem?
A)The feed rollers are defective.
B)The printer needs more RAM.
C)The sealing tape was not removed from the toner cartridge.
D)The photosensitive drum was not fully discharged.
C)The sealing tape was not removed from the toner cartridge.
Users are having trouble accessing a server. You want to view the server’s DNS entry on the DNS server. Which command should you use?
A)ping
B)ipconfig
C)nslookup
D)tracert
C)nslookup
You should use the nslookup command to view the server’s DNS entry on the DNS server. The nslookup command has two modes: interactive and non-interactive. If you only need to obtain one piece of information, you should use non-interactive mode. Otherwise, interactive mode is probably best. This command can be used to resolve a remote host’s name to its IP address.
You are the network administrator for your company. You are installing a new printer in the network. When you check the print server properties, it displays the following error:
Server properties cannot be viewed. The print spooler service is not running.
What should you do to resolve the issue using the least administrative effort?
A)Click Start and Run. Type services.msc to start the printer spooler service.
B)Run the net start spooler command.
C)Run the net stop spooler command.
D)Use the Services program in Administrative Tools to start the printer spooler service.
B)Run the net start spooler command.
You should run the net start spooler command. This command is used from the command prompt to restart the Printer Spooler service.
You work for a data mining company. All the company’s servers are in the office complex in Palo Alto, California. Because the company is planning an expansion in the next financial year, you have been asked to migrate all on-premises operations to a cloud-based system.
Which of the following actions will you need to do BEFORE performing the actual migration?
A)Allocate time for performing the migration.
B)Create documentation of all existing systems.
C)Document IP numbering, routing, and security protocols for the office network.
D)All of these options are required.
D)All of these options are required.
All of these options are required. Before you migrate to a cloud-based solution, certain preparations need to take place, including documenting the office network, allocating time for the migration, and documenting existing systems. Some of the key aspects of a cloud migration process include:
Change management – For any kind of system transition, whether it is from a data center to a cloud system or from one cloud to another, the change can cause an outage that impacts the company’s operations. Change management helps mitigate the impact.
Reviewing and approving all necessary changes – Changes must be approved by the change control board before the migration can be implemented because a change can impact non-IT activities, such as human resources, finance, and administration.
Scheduling a migration timeline – During the planning stage of the migration, the company will need to schedule a migration timeline. This usually is scheduled during the time that is set aside for system outages and repairs.
Completing documentation – All existing documentation of the on-premises systems needs to be reviewed and updated if necessary. This includes the complete documentation of the office network.
Designing cloud workflows – Design the cloud infrastructure and set up the workflows.
Setting automation – A cloud service provider has automation tools in place for consumers to control the automation systems using command line interfaces, web-based dashboards, or programming APIs.
Deploying to production – After designing the cloud infrastructure and migrating the company’s data and applications to a sandbox environment for testing, the new cloud can be deployed to a live environment.
Setting monitoring tools – After the company’s applications are completely deployed onto the cloud, there needs to be tools to monitor the system to ensure that it is performing as expected per pre-established metrics and norms.
A user is not able to access shared folders on the network. While troubleshooting the problem, the technician first checks for the link lights on the Network Interface Card (NIC). The technician observes that the link lights are not on or blinking on the NIC. Which actions should the technician perform to resolve the problem by using the least amount of administrative effort? (Choose two.)
A)Replace the network cable.
B)Run the ipconfig /release command.
C)Replace the NIC.
D)Check that the switch is on and the other end of the cable is connected to the switch.
E)Run the ipconfig /flushdns command.
A)Replace the network cable.
D)Check that the switch is on and the other end of the cable is connected to the switch.
To resolve the problem by using the least amount of administrative effort, the technician should check that the switch is on and the other end of the network cable is connected to the switch. If the switch is not on, or if the other end of the network cable is not connected to the switch, the user’s computer will not be connected to the network. Therefore, the technician should check these areas first. If the problem persists, the technician must try replacing the network cable to resolve the problem because faulty cables can cause network problems. Therefore, while troubleshooting network problems, you should check if the network cable is properly functioning. The number one A+ rule for connectivity issues is always to check the connection.
While performing routine maintenance for a customer, you hear a grinding noise coming from inside the computer case. Which component should you suggest the customer replace?
A)RAM
B)Sound card
C)Hard drive
D)Power supply
C)Hard drive
The hard drive should be replaced as soon as possible. Grinding or clicking noises coming from inside a computer case are usually the result of physical problems with a hard drive. This often occurs right before the hard drive dies. Because loud noises can also be caused by other components, you first need to confirm that the noise is coming from the hard drive. If you have confirmed this, backing up your data should be your first priority. Next, replace the hard drive and restore the data from the backup.
A network contains 150 Windows client computers that all receive their IP configuration from a DHCP server. The network is divided into two subnets. The network administrator decides to move a client computer from one subnet to another. After moving the client, the computer is having trouble communicating on the network. You suspect that the client computer is using an IP address from the old subnet. You need to run the appropriate commands to ensure that the client computer receives a new IP address.
Select the appropriate command(s) from the left and place them in the appropriate order on the left. Only select commands that are necessary for the scenario. The scenario may include one or more commands. Order is important.
Command Options
ipconfig /release
ipconfig /renew
ipconfig /all
ipconfig /flushdns
ipconfig /registerdns
ipconfig /displaydns
ipconfig /showclassid
ipconfig /setclassid
pconfig /release
ipconfig /renew
A department manager reports that one of her department’s printers is printing fuzzy or low-quality print. Which conditions contribute to this problem (Choose two.)
A)A warped roller in the paper path
B)High humidity
C)A problem with the charge wires or the drum
D)Iron particles in the paper fibers
E)Too much paper in the paper tray
F)Damp paper
B)High humidity
F)Damp paper
You want to use Enhanced Intel SpeedStep Technology in a laptop. Which components must support this technology to use it? (Choose all that apply.)
A)Operating system
B)Motherboard
C)BIOS
D)Software drivers
A)Operating system
B)Motherboard
C)BIOS
If you want to use Enhanced Intel SpeedStep Technology in a laptop, the motherboard, BIOS, and operating system must support SpeedStep. In addition, the chipset and processor must support the technology.
The software drivers do not need to support SpeedStep. Enhanced Intel SpeedStep Technology allows the computer to dynamically adjust processor voltage and core frequency, which decrease average power consumption and average heat production.
You disable SpeedStep in the system’s BIOS. SpeedStep would prevent a computer from using 100% of the CPU.
In the past year, several hard drives in your company’s computers failed without warning. All of the failed drives were replaced, but management is concerned that this will become an increasing problem because of the number of older computers in use. They have asked you to implement a technology that detects failing hard drives by analyzing the hard drive and providing a warning of impending failure. Which technology should you implement?
A)Throttling
B)Overclocking
C)Hyper-Threading
D)S.M.A.R.T.
D)S.M.A.R.T.
Self-Monitoring Analysis and Reporting Technology (S.M.A.R.T.) is a technology that detects failing hard drives through analyzing the hard drive during system boot up. If a S.M.A.R.T. error is reported when the computer boots, the hard drive is failing. It also reports on such hard drive parameters as read error rate, throughput performance, and seek error rate. The main purpose of using S.M.A.R.T. is to ensure that you receive warnings prior to a complete drive failure so that the drive can be replaced before complete failure.
A user complains that the pointer movement on his laptop computer is very erratic. What should you do?
A)Calibrate the touch screen.
B)Attach an external mouse to the laptop.
C)Reboot the computer.
D)Adjust the touchpad sensitivity.
D)Adjust the touchpad sensitivity.
You should first try to adjust the touchpad sensitivity. Often, adjusting the sensitivity of the touchpad can reduce erratic behavior, including random mouse movement. If that does not work, you should clean the touchpad. If that still does not resolve the issue, you should try removing and reinstalling the touchpad drivers. If the issue still remains, the touchpad needs to be replaced. A touchpad is often referred to as a Human Interface Device in Device Manager.
None of the other options is correct. If the pointer is behaving erratically, rebooting the computer will probably not resolve the problem because it does not change any settings. Laptop computers do not have touch screens. Tablet PCs have touch screens. If the pointer on a Tablet PC is acting erratically, you should calibrate the touch screen.
You are troubleshooting a problem with a computer. After analyzing the problem, you determine a possible cause of the problem. You test your theory, but determine that the theory is not correct. Which two steps could you take next? (Choose two.)
A)Establish a plan of action.
B)Implement a solution.
C)Establish a new theory.
D)Escalate the problem.
C)Establish a new theory.
D)Escalate the problem.
When a possible theory is not confirmed, you have two possible courses of action: 1) establish a new theory or 2) escalate the problem.
You should not establish a plan of action until after you have tested your theory and determined that the theory is correct.
You should not implement a solution until after the theory is tested and a plan of action is established.
The steps in the troubleshooting process, according to the CompTIA A+ certification exam objectives, occur in the following order:
Identify the problem – Gather information from the user, identify user changes, and perform backups before making changes. Inquire regarding environmental or infrastructure changes. Review system and application logs.
**Establish a theory of probable cause **– This is often referred to as root cause analysis. During this step, you should question the obvious. If necessary, conduct external or internal research based on symptoms.
Test the theory to determine the cause – Once the theory is confirmed, determine the next steps required to resolve the problem. If the theory is not confirmed, re-establish a new theory or escalate the problem.
Establish a plan of action to resolve the problem and implement the
solution – Refer to the vendor’s instructions for guidance.
Verify full system functionality, and, if applicable, implement preventative measures.
Document – Record your findings, actions, and outcomes.
You should always consider corporate policies, procedures, and impacts before implementing changes.
After troubleshooting a laptop computer issue, you discover that that the motherboard is faulty. The computer is under warranty, and the manufacturer ships you a replacement motherboard that is the same model as the defective one. You need to replace the laptop’s motherboard. All of the following are guidelines when replacing the motherboard EXCEPT
A)remove the fan and heatsink from the processor, and then remove the processor
B)remove the laptop’s keyboard, and disconnect it from the motherboard
C)remove any peripheral cards that are directly plugged into the motherboard
D)remove the RAM and hard drive from under the laptop’s keyboard
D)remove the RAM and hard drive from under the laptop’s keyboard
You should not remove the RAM and hard drive from under the laptop’s keyboard. In most laptop computers, the RAM and hard drive must be removed from the bottom of the laptop. The guidelines for replacing a laptop motherboard are as follows:
Power the laptop off and flip it over.
Remove the battery and all screws from the bottom of the laptop.
Remove the covers from the bottom of the laptop that cover the RAM and hard drive
Remove the RAM from its slots.
Slide the hard drive out of the laptop and disconnect any cables.
Remove the CD-ROM or DVD drive and disconnect any cables.
Turn the laptop right side up and open the lid.
Remove the plastic bezel that is above the keyboard.
Remove the keyboard and disconnect any cables.
Remove the fan and heatsink from the processor and disconnect any cables.
Determine if a separate graphics adapter is used in the computer. If so, disconnect it from the motherboard and remove the adapter card.
Remove any other peripheral devices that may interfere with the motherboard replacement. (On most current computers, the wireless adapter will need to be removed.)
Remove the screws from the motherboard. Label each screw as it is removed and place the screw on a piece of tape to ensure it is not lost.
Remove the faulty motherboard and replace it with the new motherboard.
Replace, in order, all the other parts that you have removed, ensuring that all cables are reconnected.
You are helping a friend build his new home computer. After completing the assembly, you discover that none of the unused expansion slots have covers, and you cannot find the slot covers anywhere. You suspect that your friend threw them away along with the packing material for the case, thinking that they were simply unneeded metal punchouts. Why should you go through the trouble of finding new slot covers and installing them on the unused slots? (Choose two.)
A)To keep radiation exposure at a minimum
B)To dampen the noise coming from inside the computer
C)To keep air circulating properly inside the computer case
D)To keep foreign objects out of the case
E)To properly ground the computer motherboard
C)To keep air circulating properly inside the computer case
D)To keep foreign objects out of the case
You are troubleshooting a problem with a printer attached to a Windows computer. Several print jobs are queued and the printer is online, but the print jobs are not printing. Which two conditions could cause the problem? (Choose two.)
A)The disk used for spooling is extremely fragmented.
B)There is a problem with the spooler.
C)The printer is in energy-save mode.
D)Printing is paused.
B)There is a problem with the spooler.
D)Printing is paused.
You clear a paper jam from the tray in a laser printer. However, the printer still indicates a jam. What step should you perform next?
A)Run the diagnostic software.
B)Physically open and close the top assembly.
C)Look for another jam in the paper tray.
D)Look for another jam in the pressure roller area.
B)Physically open and close the top assembly.
Opening and closing the printer cover will cause the printer to reset itself and should clear the “printer jammed” message. There is usually a sensor or switch located in the cover to clear the printer error. The same effect can be produced by turning the power to the printer off and back on again. A laser printer has sensors to determine which paper trays are installed, what size paper is in them, and whether the tray is empty. It also uses sensors to track the movement of the paper through each stage of printing, allowing the formatter board to know where the page is always and to sequence the activities of the solenoids and clutches properly.
You perform several hardware upgrades on a user’s computer. You notice that the computer has an AMI BIOS. After completing the upgrades, you boot the computer. You hear seven short beeps. Which component should you check?
A)CPU
B)Keyboard
C)Memory
D)Video card
A)CPU
When you boot a computer with an AMI BIOS and hear seven short beeps, it is an indication that something is wrong with the CPU. Most likely, the CPU was not properly seated during the upgrade.
Seven beeps do not indicate problems with the video card, memory, or keyboard. Problems with the video card result in eight short beeps with an AMI BIOS. Problems with memory result in two, three, four, or five short beeps with an AMI BIOS. Problems with the keyboard result in six short beeps with an AMI BIOS.
When a system boots, the power-on self-test (POST) will check the devices for functionality. If a device fails during the POST, a series of beep codes will sound to indicate the problem. BIOS beep codes can usually be traced to four sources: memory, video, keyboard, or CPU. If you are unfamiliar with the particular beep code, you should consult the computer’s maintenance manual or the website of the BIOS manufacturer. The codes that are used vary based on the manufacturer of the BIOS.
If the computer displays a blank screen at startup, and you hear the system fan but no POST beep sound, you may have a failed motherboard. If you hear beep codes, record the code that is heard and research that code to find the problem device. This problem could also mean that the power supply was not properly plugged into the motherboard.
You are an avid fan of Twitch, the streaming application where you entertain yourself as you watch other people play games. Twitch works well at your house and at your friend’s house. However, when you visit the website at work, the website looks fine, but you can’t watch anyone play games. You’ve tried this on both your phone and your laptop. Which of the following should you suspect as the reason?
A.Your immediate supervisor
B.Your company’s Wi-Fi connection bandwidth
C.Your company data retention policy
D.Your company firewall
D. Your supervisor probably prefers that you are not on Twitch but has little actual impact on the site’s performance. The Wi-Fi connection would be sufficient. The company likely has a policy against watching streaming applications or against particular websites like Twitch. However, the data retention policy is not relevant. Instead, the firewall is the reason behind the streaming being denied.
A user approaches you and asks for a CPU upgrade so their Lenovo laptop will run faster. What is most likely the easiest way to meet this user’s needs?
A.Remove the CPU and replace it with a faster one that fits the same socket.
B.Replace the laptop with one that has a faster CPU.
C.Replace the motherboard with a generic laptop motherboard with a faster processor.
D.Replace the motherboard with a Lenovo laptop motherboard with a faster processor.
B. Laptop processors generally are permanently attached to the motherboard. And motherboards are normally proprietary, meaning one from a certain model will not fit into a different case. Therefore, the best course of action is likely a laptop upgrade.
You are using a USB flash drive to transfer files from a laptop. You plug the USB drive in and then copy the files to it. What is the recommended way to remove the drive?
A.Unplug the drive.
B.Use the Safely Remove Hardware icon in the system tray, stop the drive, and then unplug it.
C.Close the drive’s window in File Explorer and unplug it.
D.Use the Shut Down Hardware icon in the system tray, stop the drive, and then unplug it.
B. You need to stop the device first (this is good policy even for USB devices) using the Safely Remove Hardware icon in the system tray (it looks like a card and may have a green arrow or green check mark over it, depending on your version of Windows). Highlight the device and click Stop. Once it’s stopped, you can unplug it.
You have decided to start playing video-intensive games on your laptop computer. The video appears jumpy and slow to respond. What should you do first to try to increase the performance during game play?
A.Upgrade the video card.
B.Install additional video memory.
C.Use Windows Control Panel to increase the amount of video memory available.
D.Use the system BIOS/UEFI to increase the amount of video memory available.
D. Many laptops use shared video memory, meaning that system RAM is divided up for use between the processor and the video card. On these types of systems, the amount of RAM available for video is configured in the BIOS/UEFI.
A guest presenter plugs an external projector into their laptop using the HDMI port on the back of the laptop. They then use the Fn key and video toggle switch; the projector displays the presentation, but the laptop screen goes dark. What should they do if they want to see the presentation on both the projector and the laptop?
A.Install a second video driver and then use the video toggle key to switch the video output to both screens.
B.Unplug the projector and plug it back in to synchronize it with the laptop.
C.Unplug the projector, use the video toggle key to switch the video output, and then plug the projector back in.
D.Press the video toggle key again until the presentation is shown on both screens.
D. Because of the much smaller space available for keys, some laptop keys are consolidated into special multifunction keys. These keys are accessed through the standard keys by using a special function (Fn) key. Nearly every laptop has a video connector on the back or the side to plug in an external display or a projector. You will need to use the video toggle key to get this external port to work. Usually there are three or four states: laptop only, external output only, duplicate, or extend the desktop (some models won’t extend the desktop).
A user has a laptop that is intermittently locking up. Initial diagnostics indicate that the processor is overheating. What can you do to try to remediate the issue? (Choose two.)
A.Leave the case open while the system is running to allow for better airflow and cooling.
B.Lower the CPU voltage in the system BIOS/UEFI.
C.Lower the CPU clock speed in the system BIOS/UEFI.
D.Run the laptop on AC power instead of battery power.
B, C. To combat heat, you can either slow the processor down (run it at a lower speed) or give it less juice (run it at a lower voltage). Most of the time, this is configured in the system BIOS/UEFI. For example, many Intel processors have SpeedStep technology to slow the processor down to produce less heat, and they may also have adaptive thermal management.
A client has a laptop with an integrated video card. The system seems to boot but produces no video, even with an external display hooked up. What can you do to fix this?
A.Add an external USB video card and connect the display to it.
B.Remove the existing video card, and replace it with a new internal video card.
C.Replace the motherboard.
D.Leave the existing card in the system, and add an internal Mini PCIe video card.
C. If the integrated video card fails, you’re looking at a motherboard replacement. Some laptops do have a replaceable video card. If it fails or if you choose to upgrade it, the procedure will probably resemble replacing system memory.
A user has brought their laptop to you because the screen is intermittently flickering. Which display component is most likely causing this?
A.Backlight
B.LCD
C.Screen
D.Inverter
D. If you are having problems with flickering screens or dimness, it’s more likely that the inverter is the problem and not the backlight itself.
An administrator ordered replacement printer paper that is a thicker caliper than recommended by the printer manufacturer. What is the biggest risk in using this paper?
A.Images will not print.
B.Paper will not feed.
C.Paper will jam.
D.Images will not print.
C. Thicker paper can cause paper jams, especially in printers with curved paper paths. Paper that is too thin may not get picked up by the printer rollers at all.
You have an OLED display that you just plugged into a desktop computer. One of your coworkers changes the resolution from 1920×1080 to 1920×1200, but then the image looks highly distorted. What is the most likely cause of this?
A.The video driver does not support 1920×1200 resolution.
B.The display has a native resolution of 1920×1080.
C.The video adapter has a native resolution of 1920×1080.
D.The monitor is plugged into the wrong display interface to support the new resolution.
B. Most digital displays have a native resolution, which is a single, fixed resolution that they support. Attempting to change the resolution may result in distorted images, or the image may not display at all.
A user has a display that flashes a black screen every few seconds. What is likely set incorrectly and causing the problem?
A.Refresh rate
B.Frame rate
C.Native resolution
D.Aspect ratio
A. Refresh rate defines the vertical scan frequency of a display and determines how many times, in one second, an image can be redrawn on the screen. Many LCD displays have a fixed refresh rate. If the refresh rate is set faster than the video card or software can run, then problems such as a black screen every few seconds may result. The solution is to lower the refresh rate or invest in new hardware.
A friend who plays video games has asked you how they can fix tearing on their display. What will you tell them?
A.They need a new display.
B.The refresh rate is set too low.
C.The screen’s refresh rate is set too high.
D.It’s a software defect.
B. Often when tearing happens, a video game is sending frames to the display faster than the display can render them. Setting the refresh rate of the display higher, if it supports this, may solve the problem.
What is the name of the boot routine that verifies the size and integrity of the system memory, among other tasks?
A.RAMCheck
B.BIOS
C.UEFI
D.POST
D. The power-on self-test (POST) is a series of system checks performed by the system BIOS when the computer is turned on. Checking the system memory is part of the POST routine.
You upgraded the RAM on your system and are now having boot issues. The manufacturer’s website recommends updating the BIOS. What is the easiest way to do this?
A.Replace the BIOS chip.
B.Replace the CMOS battery.
C.Install a new motherboard.
D.Flash the BIOS.
D. Flashing the BIOS is the recommended way to upgrade a BIOS. It involves downloading the new BIOS and flashing software from the manufacturer and installing it on the computer. The worst-case scenario is replacing the motherboard (or in this case, the RAM, since that is what you upgraded).
You moved a projector from an old conference room to a new one. The projector was working fine in the other room, but the image seems dim in the new room. Before you purchase a new projector, which of the following should you try?
A.Increase the frame rate.
B.Lower the native resolution.
C.Adjust the aspect ratio.
D.Turn the brightness up.
D. If the projector worked fine in a different room, then it’s something about the new conference room. If the room is brighter, you’ll need to turn up the brightness of the projector or turn off lights and close shades. If these don’t solve the issue, then you might need a new projector. Lumens is the measure of brightness for a projector. For a well-lit business setting, you probably want a projector rated at 5,000–6,000 lumens.
Your friend has just finished building a computer. After installing the operating system, all seems fine except that they found that flash drives placed in the USB ports on the top of the case do not get noticed by the OS. Where do you suspect the problem is?
A.Device drivers outdated
B.USB settings misconfigured
C.Motherboard’s internal USB connector disconnected
D.System clock
C. Likely the friend forgot to connect the internal USB connector on the motherboard to the USB ports of the case.
You are troubleshooting a Mac running macOS. Intermittently, the computer will completely lock up and display a rotating pinwheel instead of the mouse cursor. It happens when different applications are running. What is most likely causing this problem?
A.CPU
B.RAM
C.Motherboard
D.Faulty application
B. The spinning pinwheel, also known as the “Spinning Wheel of Death,” can happen for several reasons. Sometimes it’s a frozen app, but in this case, it’s happening when different apps are running, so hardware would be suspect. Of the hardware listed, the RAM is the most likely problem. A faulty hard drive could also cause the problem.
You’re at a friend’s house when you notice a burning smell from their computer. What is the first thing you should do?
A.Grab a fire extinguisher.
B.Unplug the computer.
C.Call the fire department.
D.Tell your friend to get a new computer.
B. It’s rare that a computer will catch on fire, but sometimes wires are frayed and excessive dust can cause short circuits to happen. Burning electronics have an unmistakable odor. If you ever smell electronics burning, even if you don’t see smoke or flame, immediately unplug the device.
You are troubleshooting a desktop computer that is prone to unexpected shutdowns. They seem to happen randomly, sometimes shortly after the computer starts, other times after several minutes. The user reports that no error messages appear before the computer shuts down. Which two things are most likely to cause this type of problem? (Choose two.)
A.Failing hard drive
B.Bad RAM
C.BIOS/UEFI misconfiguration
D.Improperly seated chips
B, D. Unexpected shutdowns are difficult to troubleshoot, as are all intermittent issues. The first thing to check is to ensure that all socketed chips are seated properly; in fact, reseating them is a good option. If that does not resolve the issue, test the RAM or replace it if possible.
You’re troubleshooting a computer that the user says shuts down after 10 minutes, every time they start the computer. If they wait a few minutes and restart it, the same thing happens. What is most likely the problem?
A.RAM
B.Hard drive
C.Processor
D.Motherboard
C. Most likely, the processor is overheating. Check that the thermal paste/tape between the processor and heat sink have not dried out. If they were fine, then consider adding better or additional fans in the case. This would also be a good time to clean any dust out of the case.
A user calls the IT help desk in a panic because they have a BSOD on the screen. You ask them if there is a specific error message displayed, and if they have installed any hardware or software lately. They haven’t. What would be a good first step to resolve the BSOD?
A.Try rebooting the system; Windows will try to fix it.
B.Refresh the operating system.
C.Reinstall the operating system.
D.Restore to a previous version.
A. Sometimes it’s as simple as rebooting the system and the problem will resolve. If it doesn’t, then the solution depends on any error messages received and what you find in the troubleshooting process.
You have just replaced faulty RAM in a desktop computer. You reboot the computer, and after a few seconds it beeps once. What does this indicate?
A.The RAM is faulty.
B.The motherboard needs to be replaced.
C.The system BIOS detected an error in the POST routine.
D.The system BIOS completed the POST routine normally.
D. Every computer has a diagnostic program built into its basic input/output system (BIOS) called the power-on self-test (POST). When you turn on the computer, it executes this set of diagnostics. If the computer doesn’t perform the POST as it should, one way to determine the source of a problem is to listen for a beep code. This is a series of beeps from the computer’s speaker. A successful POST generally produces a single beep.
You are troubleshooting a computer that will not boot. It tells you that there is no bootable device. You check the BIOS, and it does not show any installed hard drives. What should you do next?
A.Run bootrec /fixmbr.
B.Replace the hard drive with an external drive.
C.Flash the BIOS.
D.Check the hard drive connections.
D. Failure to boot at all likely means the drive is dead. But first, do your due diligence and reseat the connections and make sure the BIOS recognizes the drive before replacing it. BIOS/UEFI should autodetect the hard drive. If that autodetection fails, it’s bad news for the hard drive unless there’s a cable, connection, or jumper issue. If the internal hard drive is indeed dead, you might be able to get by temporarily by plugging in an external drive.
A technician just replaced a failed internal hard drive in a desktop computer with an empty hard drive. They need to boot to the network to connect to an imaging server to restore the computer. How should they do this?
A.During boot, press the F2 key to boot to the network.
B.During boot, enter the BIOS/UEFI and change the boot sequence to boot to the network.
C.Let the boot complete normally. When the UEFI does not find a bootable partition on the hard drive, it will boot from the network.
D.During boot, press the F7 key to edit the boot sequence menu.
B. The system BIOS/UEFI contains the boot sequence for a system. Most systems probably boot to the first hard drive, but they can also be configured to boot from a secondary hard drive, the optical drive, or the network. This setting is configured in the BIOS/UEFI.
A user’s laptop computer does not show anything on the screen, although the power light and other indicator lights are on. You plug in an external display and it does not show an image either. Which component is most likely causing the problem?
A.Inverter
B.Backlight
C.Screen
D.Integrated video
D. If a laptop does not display any video, it could be the screen or the integrated video. To test it, plug in an external display (that you know works) and use the function keys on the laptop to switch to external video output. If that doesn’t work, it’s likely that the video card is defective.
You are troubleshooting a computer making a loud whining noise. Looking at the exhaust fan, you see a thick coating of dust. What should you do next?
A.Use compressed air to clean the fan.
B.Use a computer vacuum to clean the fan.
C.Use a damp cloth to clean the fan.
D.Replace the power supply.
A. Try cleaning the fan before replacing any parts. The power supply fan has a protective grid covering it, and you won’t really be able to get to it with a computer vacuum or a damp cloth. Using compressed air to blow it out is your best option. Be sure to insert something nonconductive, like a plastic knife, between the blades of the fan to keep the fan from spinning and protect the fan’s motor. You will, of course, do this with the computer off.
A user reports that their laptop battery does not charge when the laptop is plugged into an AC outlet. What is the best resolution to try first?
A.Replace the battery.
B.Replace the AC adapter.
C.Remove and reinsert the battery.
D.Drain the battery completely and then recharge it.
C. If the battery won’t charge while the laptop is plugged in, try removing the battery and reinserting it. If it still won’t charge, you might want to replace the battery.
A technician has determined that they need to replace a motherboard in a laptop. Which of the following procedures should be followed? (Choose two.)
A.Never use a power screwdriver with a laptop.
B.Document and label screw locations.
C.Refer to the manufacturer’s instructions.
D.Remove the keyboard before removing the motherboard.
B, C. When repairing laptops, you should always document and label screw and cable locations, organize parts, refer to manufacturer instructions, and use appropriate hand tools. Power screwdrivers can be used. In some cases, but not all, you might need to remove the keyboard to remove the motherboard. Refer to the manufacturer’s instructions.
You are troubleshooting a computer that has been randomly rebooting, and now it refuses to boot properly. Upon boot, you receive one long beep and three short beeps but no video on the screen. What tool should you use to troubleshoot the situation?
A.Multimeter
B.Power supply tester
C.Loopback plug
D.POST card
D. This computer is giving you a beep code during the POST routine. One way to troubleshoot this is to use a POST card. This is a circuit board that fits into an expansion slot (PCI or PCIe) in the motherboard or connects via a USB port, and reports numeric codes as the boot process progresses. Each of those codes corresponds to a particular component being checked. If the POST card stops at a certain number, you can look up that number in the manual for the card to determine the problem.
You are troubleshooting a computer that has been randomly rebooting, and now it refuses to boot properly. Upon boot, you receive one long beep and three short beeps but no video on the screen. You don’t have a POST diagnostic card that will work with this motherboard. What tool should you use to troubleshoot the situation?
A.Motherboard documentation
B.Power supply tester
C.Loopback plug
D.Multimeter
A. This computer hasn’t reached the video part of POST yet, so the only way it has to communicate error codes with the user is through a series of beeps. The pattern of beeps has a specific meaning. Often continuous short beeps is a RAM problem, while one short beep and three long is video, but you would need to consult the motherboard manual to be sure. A power supply tester and multimeter would be used to troubleshoot problems with power, and a loopback plug is used to troubleshoot problems with the network card.
Over time, the hard drive performance of your computer has gotten slower. A quick check of Performance Monitor shows that your disk read/writes are taking more time as compared to the baseline. What should you do to resolve this issue?
A.Run Optimize and defragment the drive.
B.Format the hard drive and restore the data.
C.Delete the partition, create a new one, and restore the data.
D.Run chkdsk.
A. When files are written to a hard drive, they’re not always written contiguously (with all of the data in a single location). As a result, file data is spread out over the disk, and the time it takes to retrieve files from the disk increases. Defragmenting a disk involves analyzing the disk and then consolidating fragmented files and folders so that they occupy a contiguous space, thus increasing performance during file retrieval.
A user’s computer has failed. When you try to boot it up, you hear a loud, rhythmic clicking sound, and the system does not boot properly. What is most likely the issue?
A.HDD failure
B.SSD failure
C.RAM failure
D.Power supply fan failure
A. A rhythmic clicking sound can be made only by components with mechanical parts, such as a conventional hard disk drive (HDD). A power supply fan failure will usually result in a whining sound or no sound at all because the fan doesn’t work, but it will not cause a system boot failure. Solid state drives (SSDs) and random access memory (RAM) don’t make any sound when they fail.
A laser printer you are working with consistently produces images with white streaks running down the page. What can you do first to resolve this issue?
A.Clean the transfer corona wires.
B.Clean the EP drum.
C.Clean the fusing assembly.
D.Gently shake or replace the toner cartridge.
D. Vertical white lines running down the page are likely due to toner that is clogged and not able to transfer properly to the drum. This is a common problem when the ambient air’s humidity is too high. First remove and try gently shaking the toner cartridge to loosen the toner. If that doesn’t work, you may have to replace the toner cartridge with a new one.
The laser printer in your office recently started creasing papers and producing paper jams. Which of the following are likely to cause these problems? (Choose three.)
A.Bits of paper in the paper path
B.Paper tension settings
C.Using the wrong paper
D.Damaged rollers
A, C, D. Printer jams and creased paper happen when something prevents the paper from advancing through the printer evenly. There are several reasons this could be happening. If the rollers that pull the paper along are damaged, they won’t pick paper up properly. If the paper is too humid it can crease, jam, or tear easily. Paper that is too thick or debris in the paper path can cause paper to crease or jam.
You power on a desktop computer, and you hear the fan spinning. However, you do not see any indicator lights or get a POST beep. Which component is likely causing the problem?
A.CPU
B.RAM
C.PSU
D.HDD
C. This is most likely a problem with the power supply. Test it with a power supply tester or a multimeter. Even though the fan is spinning, the power supply might still not be providing the correct power to run the computer. Not having any indicator lights would indicate a problem with the power supply. If it were RAM, CPU, or HDD, there would at least be some lights (like the power light) on.
Your computer is making an intermittent grinding noise. What component is most likely failing?
A.Magnetic hard drive
B.Solid state drive
C.Processor fan
D.RAM
A. If you hear a grinding noise, consider yourself fortunate to have a warning that your hard drive is failing. If you don’t have a good backup and a way to reinstall the operating system, you’ll want to take care of that immediately then invest in a new hard drive. Solid state drives (SSDs) and RAM don’t make any noise when they fail. A failing processor fan would result in an overheating CPU, which would shut the system down.
You just replaced the toner cartridge on the laser printer in your office. Now you’re getting an error message displayed on the screen. What should you try first?
A.Call the printer company’s tech support.
B.Remove and reinsert the toner cartridge.
C.Install a maintenance kit.
D.Replace the printer.
B. Whenever you’ve just replaced something and an error pops up, it’s a fairly safe assumption that it had something to do with what you just replaced. A toner cartridge that isn’t seated properly can cause an error message. Reseat it and the error might go away.
Your office uses an inkjet printer. Recently, it started having problems picking up paper. Which component is likely to cause this problem?
A.Transport rollers
B.Pickup rollers
C.Corona wire
D.Transmission rollers
B. If your printer fails to pick up paper, it could indicate that the pickup rollers are too worn. They press up against small rubber or cork patches known as separation pads. These help to keep the rest of the paper in the tray so that only one sheet gets picked up at a time. A pickup stepper motor turns the pickup rollers.
Your office uses an impact printer and multipart carbonless forms. The office manager noticed that the bottom copies of the forms are readable, but the top copy is too light to read. What needs to be replaced?
A.Toner cartridge
B.Printhead
C.Ink ribbon
D.Ribbon advance motor
C. Most likely, the ink ribbon has reached its maximum number of prints or has dried out. Since the bottom copies are printing fine, the printhead is working. Replace the worn-out ribbon and it should work fine again.
Your network uses 802.11ac for all client computers. Recently, several users moved from one office space to another, increasing the users in the area from 20 to about 50. Now, both new and old users are reporting very slow network transfer speeds. What is most likely the cause of the problem?
A.802.11ac can’t support that many concurrent users.
B.It’s too far from the wireless access point.
C.There are too many users for one wireless access point.
D.The new users all have 802.11n network cards.
C. The users are connecting; it’s just slower than it should be. This is likely due to too many people accessing the WAP at once. The more devices there are connected, the more likely that their signals will interfere with each other, even if the WAP hasn’t reached the theoretical maximum that the manufacturer says it should support. To solve this problem, install a second WAP.
You have installed an 802.11ac wireless access point for a company. To cut costs, the company wanted only one central access point in the building, which is about 150 feet long. Users at both ends of the building report intermittent wireless connectivity drops and slow access. What is most likely the cause of the problem?
A.Low RF signal
B.Oversaturated WAP
C.SSID not found
D.IP address conflicts
A. The most common reason that users on wireless networks experience intermittent connectivity issues is distance. The farther away from the WAP the user gets, the weaker the signal becomes. When the signal weakens, the transfer rates drop dramatically. Ways to fix a low RF signal range from using a more powerful transmitter, using a larger antenna, focusing the signal toward where it is needed, or moving the users closer.
A customer complains that although they installed a 10 Gb Ethernet card in their server and their cable supports 10 Gbps, the network connection is still running at 1 Gbps. What is most likely the problem?
A.Debris in the PCIe slot
B.Faulty network cable
C.Slower switch
D.Slower PC
C. Unless you replace all the network connectivity devices with faster 10 Gbps devices, the network will run at the slower speed. The customer needs to replace the switch with a 10 Gbps switch.
You get a call from the accounting department that their printer is printing something very strange. There are unexpected characters and text is missing. Which of the following are likely culprits? (Choose two.)
A.Loose or defective printer cable
B.Overheating
C.Wrong language keyboard
D.Incorrect or corrupted printer driver
A, D. Try reseating the printer’s data and power cable. The printer may need to be reset, which can sometimes be done by unplugging it for 30 seconds, then plugging the power back in. If the print jobs are still garbled, replace the printer driver.
You’re having lunch with a friend. They are charging their phone and you notice that the phone is swelling. What action should be taken first?
A.Nothing, it’s fine.
B.Disconnect the power, and turn it off.
C.Turn it off, and remove the battery if possible.
D.Replace the battery.
B. An overheating, swelling battery has the potential to explode and should be handled carefully. If the phone is plugged in, immediately unplug it. Turn the phone off and discontinue using it. While you might be able to replace the battery, for most phones you’ll need to replace the device.
You have a laptop that the user says won’t charge up since they dropped it on the floor while it was plugged in. It hit on the side with the charger, but it was running fine until the battery ran out. What might be the most expedient solution?
A.Replace the motherboard.
B.Replace the power connector.
C.Solder the power jack back onto the motherboard.
D.Solder the power cord to the motherboard.
C. Most laptops have a power jack that is soldered onto the motherboard. They have been known to be knocked loose with rough handling or when a laptop is dropped or bumped while the power cord is plugged in. If the power jack isn’t damaged, you may be able to rectify the problem by simply soldering the power jack back into place. If the power jack is damaged, then you’ll need to find a replacement jack.
A user complains that their laptop charges only when they wiggle the connector and get it at a certain angle. What will you most likely need to do?
A.Solder the port back into place.
B.Replace the port.
C.Replace the charger.
D.This can’t be fixed.
B. When a charger wiggles in the port, it’s usually a sign that the port has been damaged by pressure against the cord plugged in, causing the port to bend out of shape. You would, of course, check the port and the cable first, but most likely you’ll need to replace the port. Soldering it back into place won’t help.
Lately your friend’s phone hasn’t been charging very well from the wall outlet. It charges very slowly, if at all. Once it’s charged it seems to work OK, but when they connect it to their laptop, the laptop doesn’t recognize the phone. What will you try first to remedy the situation?
A.Check for debris in the charging port.
B.Spray a port cleaning solution into the phone.
C.Replace the phone battery.
D.Replace the charger block and cord.
A. Phones that are stuffed in back pockets or purses often end up with lint and other debris in the charging port. Using canned air to remove debris from ports isn’t recommended. Try holding the phone with the port facing downward and gently tap the phone to remove the debris. Don’t blow into the port as this can introduce moisture into the phone. You may be able to remove the debris with a small sewing needle, but this could also damage the port if you’re not careful. If debris isn’t the problem, you’ll need to try some other solutions, such as a different block and cord or replacing the battery or the port. You would never spray cleaning solution or any liquid into the phone. If the phone is compatible with wireless charging, you could try charging the battery wirelessly to determine if the battery is the problem.
Your phone is not charging properly. When you look inside the port you can see corrosion on the connectors. What should you do?
A.Replace the phone.
B.Replace the port.
C.Use lint-free swabs with a small amount of isopropyl alcohol to gently clean the connection.
D.Use a toothbrush dampened with isopropyl alcohol to brush the connector clean.
C. Corrosion can limit or totally prevent a phone’s charger port and cable from making a connection, but you don’t necessarily need to replace the port or the phone. Tread carefully when cleaning corrosion. Isopropyl alcohol is used to clean because it will dry very quickly. Ensure that the phone is powered off and remove the battery if it is one that is intended to be removed. Use as little liquid as possible on a lint-free cleaning swab, and be gentle. Never use a toothbrush to clean the phone’s power port.
The laser printer in your office recently started producing images that are not completely set. When the images come out, people are smudging them as they pick them up. What is causing this problem?
A.Fusing assembly
B.Exit rollers
C.Drying assembly
D.Charging corona
A. The fusing assembly heats up the toner, and the toner melts into the paper. If the fuser isn’t heating properly, images can smudge.
Guests in the lobby of your office are complaining that the wireless connection is often dropped and seems to be very slow (high latency). The company president wants their visitors to be happy, so they’ve asked you to take care of the situation. You analyze the wireless signal strength in the lobby, and it is very weak compared to the rest of the building. What are the two best solutions? (Choose two.)
A.Install wired connections in the lobby for visitors.
B.Install a WAP in the lobby.
C.Buy a faster WAP.
D.Install a wireless range extender.
B, D. Installing another wireless access point closer to where the users are will extend the overall range of the wireless network and give them a better signal. A wireless range extender might also do the trick. You wouldn’t install wired connections for the users because not all visitors will have an RJ45 connection on their device or carry a cable with them. Buying a faster WAP won’t help if the network doesn’t support it, and it doesn’t solve the issue of the signal being weak in the lobby.
A technician is troubleshooting a computer configured for wired network connection that can’t connect to the network. They verified that the cable is plugged in, but there are no lights lit on the network card. The computer could connect yesterday, and no other users report an issue. Which of the following are most likely to be causing this problem? (Choose two.)
A.Faulty network cable.
B.Faulty network card driver.
C.Incorrect TCP/IP configuration.
D.The cable is unplugged at the other end.
A, D. If the network card doesn’t have any lights, it doesn’t have a connection. It could be that the cable is bad or that it’s not plugged in on the other side, or it could also be a problem with the NIC or the connectivity device on the other side. If nobody else in the same area is having the same problem, that points to an issue with this computer or cable.
You are troubleshooting network connectivity issues in one section of the building. After a few hours, you come to the conclusion that the network cables in the wiring closet must be mislabeled. Which tool is most appropriate to test your theory?
A.Multimeter
B.Cable tester
C.Punchdown tool
D.Tone generator and probe
D. If you need to trace a wire in a wall from one location to another, a tone generator and probe (or toner probe) is the tool for you. It consists of two pieces: a tone generator and a probe. Because it’s so good at tracking, you will sometimes hear this referred to as a “fox and hound.”
You have just installed a new HP LaserJet printer on your network. You’ve plugged it directly into a Cat 6a network cable. You try to install the printer on a client using the printer’s IP address, but you are unable to connect. The printer is in Ready state. What should you do next?
A.Double-check the printer’s IP configuration information.
B.Stop and restart the spooler service.
C.Take the printer offline and bring it back online.
D.Turn the printer off and back on to save the IP configuration information.
A. For network-enabled laser printers, no connectivity can be a sign of improperly configured IP settings such as the IP address. While each printer is somewhat different, you can manually configure most laser printers’ IP settings through the LCD control panel.
Your network has recently grown from 50 client computers to about 90. All workstations on the network are connected using Cat 6 or better cabling, and all network devices support at least 1 Gbps data transfers. Users have been reporting very slow network speeds since the expansion, and complaints are now coming more frequently. Which of the following actions is most likely to help resolve the issue?
A.Add another hub to the network.
B.Upgrade all the cabling to Cat 8.
C.Upgrade the existing router to support 10 Gbps data transfers.
D.Add another switch to the network.
D. On a wired network, if you run into slow speeds or intermittent connectivity, it’s likely a load issue. There’s too much traffic for the network to handle, and the network is bogging down. Solutions include adding a switch, replacing your hubs with switches, and even creating virtual LANs (VLANs) with switches. If you want to upgrade the cabling or connectivity infrastructure to combat a speed issue, you should do all of it and not just cables or a router.
Your junior IT administrator has identified a port on your Cisco switch that is changing between up and down repeatedly. What have they observed?
A.Port flapping
B.Port toggling
C.Port flashing
D.Port flagging
A. This is known as port flapping, also known as link flapping. It can be caused by a faulty or nonstandard network cable, non–Energy Efficient Ethernet (EEE) devices, or small form-factor pluggable (SFP) devices that are not working or synchronizing properly.
Users have been complaining that a network resource has intermittent connectivity. You’ve identified the problem; the switch port is flapping. The connected device is not EEE compliant, and users need it to be available. What should you do?
A.Configure link flap prevention settings.
B.Replace the offending device.
C.Disable EEE on the switch.
D.Disable EEE on the device.
C. You would need to disable EEE on the switch. The port is flapping because the device connected to it is not EEE compliant. Link flap prevention settings would disable the port when port flapping is detected and require the network administrator to enable the port each time it is disabled. Eventually you may want to replace the offending device, but until that is done, disabling EEE on the switch is the best option.
A user calls you about a printer not working. The user is standing next to the printer while you are in the next building. What can the user do to be helpful in your diagnosing the problem?
A.Turn the printer off and on.
B.Read the printer error code.
C.Remove the jammed paper.
D.Check the network link light.
B. Without knowing the printer’s problem, it would be most helpful if the user can tell you the error code seen on the printer’s display. The error code might signify a paper jam or no connectivity, but knowing the error code will save the guesswork and possibly avoid creating more problems.
A user calls to report that they can’t access the Internet or a corporate server. However, they are still able to print to a printer nearby. They have not received any error messages. Other users in the area are also unable to access the Internet. What is most likely the problem?
A.IP address conflict
B.Default gateway down
C.Incorrect subnet mask
D.Network card failure
B. You can immediately rule out client-side hardware issues because the user can connect to some resources. You need to figure out why they can’t connect to others. This is most likely caused by one of two things: a configuration issue or a connectivity device (such as a router) problem. Since it’s affecting multiple people, it’s probably something to do with the router (default gateway).
A workstation is sending print jobs directly to a printer that has a stapler as a finishing option. When they retrieve the print job, the document is not stapled. Which of the following could be the problem? (Choose three.)
A.The stapler is empty.
B.The staples are in backward.
C.A different printer driver is needed.
D.The stapler is not enabled.
A, C, D. The answer will depend on the specific printer, but common causes are that the stapler is empty, a different driver is needed, or the staple unit isn’t enabled on the printer. It’s usually physically impossible to put the staples in backward.
A message has appeared on the office copier/printer that says “Stapler Jam.” Which of the following are true? (Choose three.)
A.The jam must be cleared before anything else is printed.
B.Print jobs not involving the stapler may still work.
C.This can be caused by trying to staple too many pages.
D.The manufacturer documentation should be consulted for procedures to follow.
B, C, D. Depending on the copier/printer, you may still be able to print to it even though the stapler is jammed. Trying to staple too many pages or unsupported paper can certainly cause staple jams, as well as installing the wrong staples. Since the procedure varies by company, you’ll want to consult the manufacturer’s documentation for removing jammed staples.
You set your phone in a cubby on the dashboard of your car while you’re driving. It’s a cold winter day in upstate New York, so you have the car’s heat on fully. When you get to your destination and grab your phone, you discover that it has shut down and it won’t turn on again. What do you need to do?
A.Buy a new phone.
B.Heat the phone with a blow dryer.
C.Let the phone cool down before turning it on again.
D.Remove the battery and reinstall it.
C. The phone has overheated due to the car’s heater blowing hot air on it and it is in an area that is not ventilated. It needs to cool down before you try to use it again. The phone wouldn’t be too cold because you had the heat on. It’s probably not necessary to buy a new phone. Most modern phones will shut down before damage occurs, and most modern phones don’t have batteries that are intended to be removed.
A user reports that their smartphone is always overheating and constantly locks up. What should you advise them to do?
A.Replace the battery.
B.Open the Power app and set the phone to operate on the low voltage setting.
C.Turn off the phone and let it cool down.
D.Replace the phone.
D. If overheating is persistent, you don’t have many options. The problem is most likely the battery and in modern mobile phones, the battery is not designed to be field replaceable. In this case, the only option may be to replace the device.
A user reports that the video on their desktop computer does not display properly. There are several places where the screen will not light up; those spots are always black dots. What is this a symptom of?
A.Artifacts
B.Dead pixels
C.Backlight failure
D.Overheating
B. Dead pixels are spots on the screen that never light up. You can check for these by setting the background to white and seeing whether any spots don’t light up. If the display is under warranty, you may want to return it, but otherwise there isn’t much you can do to fix a dead pixel.
A user calls the help desk stating that the icons on their computer screen are huge. They can see only about six of them, and they can’t see the Start menu. What most likely caused this issue?
A.Failing backlight
B.Incorrect video resolution
C.External interference, such as a fan or a motor
D.Incorrect video driver
B. Oversized images and icons are related to screen resolution; it usually means that your resolution is set too low for the display or projector you are using. Set the resolution to the native setting (or higher than it was) and the problem should disappear.
You are troubleshooting a desktop computer and receive S.M.A.R.T. errors. To which component do these errors refer?
A.SSD
B.RAM
C.CPU
D.Network card
A. Nearly every hard drive is built with Self-Monitoring, Analysis, and Reporting Technology (S.M.A.R.T.) software installed on it, which monitors hard drive reliability and theoretically can warn you in the event of an imminent failure.
You are troubleshooting a computer system that received a S.M.A.R.T. error. Which of the following will you do first?
A.Check that the system has adequate cooling/ventilation.
B.Back up the system’s data.
C.Run a drive diagnostic tool.
D.Run a RAM diagnostic tool.
B. Before you do anything else, you need to back up the system’s drive. S.M.A.R.T. (Self-monitoring, Analysis, and Reporting Technology) errors indicate that a hard drive failure will happen. Drive failure may be averted if the error is because of excessive heat and there is a way to correct it; otherwise, expect the drive to fail sooner rather than later. The best course of action is to ensure that the system is backed up regularly until a new drive can be installed.
You’re troubleshooting a computer that isn’t booting properly. When the computer is turned on, the power supply fan spins, but the computer will not POST. When you remove the cover, you notice the swollen capacitor in the center of the image below. What should you do?
A.Replace the power supply.
B.Replace the capacitor.
C.Replace the motherboard.
D.Discharge the capacitor.
C. Almost every circuit board will have a capacitor or a few on it. Capacitors store electricity between two dielectric plates and discharge that energy as needed. When they fail, they can swell or burst and electrolyte will seep out of the top vent. If you see a swollen or weeping capacitor on a motherboard, the best option is to replace the motherboard immediately.
A technician is troubleshooting a desktop computer that they suspect has a network card problem. They have tested their theory to determine the cause of the problem. According to the best practice methodology to resolve problems, which step should they take next?
A.Conduct external or internal research based on symptoms.
B.Document findings, actions, and outcomes.
C.Verify full system functionality.
D.Establish a plan of action to resolve the problem and implement the solution.
D. CompTIA’s best practice methodology to resolve problems consists of the following steps:
Identify the problem.
Establish a theory of probable cause (question the obvious).
Test the theory to determine the cause.
Establish a plan of action to resolve the problem and implement the solution.
Verify full system functionality, and if applicable, implement preventive measures.
Document the findings, actions, and outcomes.
A user just started having intermittent network access problems. While you’re troubleshooting, a message pops up saying Windows has detected an IP address conflict. Your network has a DHCP server. You open the user’s TCP/IP properties and it’s configured as shown here. What do you need to do to resolve the issue?
On the DHCP server, exclude the user’s IP address from the scope.
On the user’s computer, run ipconfig /release and ipconfig /renew.
On the user’s computer, set it to Use The Following IP Address and assign them a different address.
Use a packet sniffer to determine the computer with the duplicate address, and change that computer to obtain an IP address automatically.
