It 2

Question 1

An employee reports that the antivirus software cannot obtain updates. The support technician notices that the license for the software has expired. The technician adds a new license to the software and completes the update service. What should the technician do next?

Answer 1

Run a full virus scan on the computer.

Question 2

A technician is troubleshooting a 4-year-old computer that takes a long time to boot, and identifies that the BIOS rediscovers all the hardware at every boot. What action would fix this problem?

Answer 2

Replace the CMOS battery.

Question 3

During what step in the troubleshooting process does the technician demonstrate to the customer how the solution corrected the problem?

Answer 3

Document the findings, actions, and outcomes.

Question 4

An employee reports that each time a workstation is started it locks up after about 5 minutes of use. What is the most likely cause of the problem?

Answer 4

The CPU is overheating.

Question 5

user has noticed that the hard drive LED on the front of the computer has stopped working. However, the computer seems to be functioning normally. What is the most likely cause of the problem?

Answer 5

The hard drive LED cable has come loose from the motherboard.

Question 6

During the troubleshooting of a PC that will not boot, it is suspected that the problem is with the RAM modules. The RAM modules are removed and put into another PC, which successfully powers on. The RAM modules are then put back into the original PC and it now successfully powers on as well. What was the most likely cause of the problem?

Answer 6

The RAM modules were not seated firmly.

Question 7

What component is most suspect if a burning electronics smell is evident?

Answer 7

power supply

Question 8

What is a primary benefit of preventive maintenance on a PC?

Answer 8

It extends the life of the components.

Question 9

When troubleshooting a computer, where can a technician find updated information about errors caused by the system, the user, or the software?

Answer 9

Event Viewer

Question 10

An employee reports that the output of a workstation display is distorted. The technician checks the manufacturer website and downloads the latest version of the video driver. After the video driver is installed, what should the technician do next?

Answer 10

Open a video editing application to verify the video performance.

Question 11

What is the best way to determine if a CPU fan is spinning properly?

Answer 11

Visually inspect the fan when the power is on to ensure it is spinning.

Question 12

A technician is performing hardware maintenance of PCs at a construction site. What task should the technician perform as part of a preventive maintenance plan?

Answer 12

Remove dust from intake fans.

Question 13

What are three benefits of computer preventive maintenance? (Choose three.)

Answer 13

.reduction in the number of equipment failures
.improvement in data protection
.extension of the life of components

Question 14

What is the purpose of documenting the information that is obtained from the customer in the work order?

Answer 14

to use the information to aid in solving the problem

Question 15

A computer technician performed a number of actions to correct a problem. Some actions did not solve the problem, but eventually a solution was found. What should be documented?

Answer 15

everything that was done to try to solve the problem

Question 16

What should a technician do before beginning any troubleshooting steps on a customer computer?

Answer 16

Perform a data backup.

Question 17

web designer installed the latest video editing software and now notices that when the application loads, it responds slowly. Also the hard disk LED is constantly flashing when the application is in use. What is a solution to solve the performance problem?

Answer 17

adding more RAM

Question 18

In which step of the troubleshooting process would a technician have to do more research on the Internet or within the computer manual in order to solve a problem?

Answer 18

Establish a plan of action to resolve the problem and implement the solution.

Question 19

If a technician is unable to create a backup of data on a customer computer, what three pieces of information should the technician include on the liability release form signed by the customer before beginning work? (Choose three.)

Answer 19

permission to work on the computer without a current backup available
a description of the work to be performed
a release from liability if data is lost or corrupted

Question 20

After consulting the manufacturer manuals, a technician applies a series of recommended solutions that resolve a problem with a workstation computer. What is the next step in the troubleshooting process that the technician should perform?

Answer 20

Verify the solution and confirm full system functionality.

Question 21

Which two types of data should be backed up before troubleshooting a computer for a customer? (Choose two.)

Answer 21

Internet Explorer favorites files
documents that are created by the customer

Question 22

helpdesk technician takes a call, “Good morning, this is the helpdesk. My name is Greg. How may I help you today?” The frantic caller states, “My computer will not turn on and I have a presentation in 15 minutes.” The technician responds, “Now calm down and let us see what we can do.” The technician then proceeds to lead the caller through the process of checking power cables and power lights. Which troubleshooting step is being used at this point?p

Answer 22

Identify the problem.

Question 23

specific computer has an issue that could not be resolved by the help desk technician. The on-site technician finds that Windows updates have been disabled. The technician re-enables the update service, configures the computer for automatic updates, downloads and installs all missing updates, ensures the computer boots successfully, and verifies with the customer that the issue has been resolved. Which step, if any, is next?

Answer 23

Document the findings, actions, and outcomes.

Question 24

customer asks for a solution to a printer problem that is beyond the knowledge level of the technician. What should the technician do?

Answer 24

Gather as much informatio​n as possible and escalate the problem.

Question 25

What is the next step after a possible solution is implemented during a troubleshooting process?

Answer 25

Verify the full system functionality and apply maintenance procedures.