Lesson 3: Troubleshooting PC Hardware

Question 1

You are dealing with a support request and think that you have identified the probable cause of the reported problem. What should be your next troubleshooting step?

Answer 1

Test the theory to determine the cause.

Question 2

What should you do if you cannot determine the cause of a problem?

Answer 2

Consult a colleague,
Refer to product documentation,
Or search the web.

It might also be appropriate to escalate the problem to more senior support staff.

Question 3

If you must open the system case to troubleshoot a computer, what should you check before proceeding?

Answer 3

Check that data on the PC has been backed up.

You should always verify that you have a backup before beginning any troubleshooting activities.

Question 4

You think you have discovered the solution to a problem in a product Knowledge Base, and the solution involves installing a software patch. What should be your next troubleshooting step?

Answer 4

Identify any negative consequences in applying the software patch, then devise an implementation plan to install the file. You need to schedule the work so as to minimize disruption. You should also make a plan to roll back the installation, should that prove necessary.

Question 5

After applying a troubleshooting repair, replacement, or upgrade, what should you do next?

Answer 5

Test that the fix works and that the system as a whole is functional.

You might also implement preventative measures to reduce the risk of the problem occurring again.

Question 6

Name 3 keys on a keyboard that are commonly used to run a PC’s BIOS/UEFI system setup program.

Answer 6

1) Esc
2) Del
3) F1
4) F2
5) F10
6) F12

Question 7

True or false? A TPM (trusted platform module) provides secure removable storage so that encryption keys can be used with different computers.

Answer 7

False.
A trusted platform module (TPM) provides secure storage for a single computer as it is an embedded function of the CPU or motherboard chipset. The term hardware security module (HSM) is sometimes used to describe a secure USB thumb drive for storing encryption keys on portable media.

Question 8

What widely supported boot method is missing from the following list? HDD, SSD, Optical, USB

Answer 8

Network/PXE (Pre-eXecution Environment)

obtaining boot information from a specially configured server over the network.

Question 9

When you are configuring firmware-enforced security, what is the difference between a supervisor password and a user password?

Answer 9

The user password allows the boot sequence to continue, while a supervisor password controls access to the firmware setup program.

Question 10

You receive a support call from a user of one of the company’s computer-aided design (CAD) workstations. The user reports that a notification “RAID utility reports that the volume is degraded” is being displayed. A recent backup has been made. What should you do to try to restore the array?

Answer 10

A degraded volume is still working but has lost one of its disks. In most RAID configurations, another disk failure would cause the volume to fail, so you should add a new disk as soon as possible (though do note that rebuilding the array will reduce performance).

Question 11

You are trying to install Windows from the setup disc, but the computer will not boot from the DVD. What should you do?

Answer 11

Check that the boot order in system setup is set correctly. If the boot order is correct, check that the disc is not dirty or scratched. If the disc loads in another computer, check that the optical drive data and power cables are connected.

Question 12

A user reports that there is a loud clicking noise when she tries to save a file. What should be your first troubleshooting step?

Answer 12

Determine whether a data backup has been made. If not, try to make one.

Question 13

You have been servicing a computer, but when you have finished you find that it will not turn on. There was no power problem before, and you have verified that the computer is connected to a working electrical outlet. What is the most likely explanation?

Answer 13

It is most likely that one or more power connectors have not been reconnected. Check the P1 motherboard connector, a 4-pin CPU connector, and all necessary SATA or Molex device connectors. Also, the cable connecting the power button to a motherboard header could have been disconnected.

Question 14

A user reports hearing noises from the hard disk—does this indicate it is failing and should be replaced?

Answer 14

Not necessarily. Hard disks do make noises, that are not all indicators of a problem. Question the user to find out what sort of noises are occurring or inspect the system yourself.

Question 15

Following a power cut, a user reports that their computer will not boot. The message “BCD missing” is shown on the screen. The computer does not store data that needs to be backed up. What is the best first step to try to resolve the issue?

Answer 15

Use a system recovery disk to try to repair the disk drive’s boot information.

Question 16

Additional memory was installed in a user’s system, and now it will not boot. What steps would you take to resolve this job ticket?

Answer 16

Use the vendor’s system setup guide to verify that the correct memory type was installed on the system and in the correct configuration (consider whether dual-channel memory was installed in the correct slots). Check that the new memory module is seated properly in its slot. Try swapping memory around in the memory slots.

Question 17

You receive a support call from a lecturer. A projector is only displaying a very dim image. Which component should you prioritize for investigation?

Answer 17

A dim image is likely to be caused by a blown bulb (or one that is about to blow).

If there is no visible sign of damage to the bulb, you should rule out a simple configuration issue, such as the brightness control being turned all the way down.

Question 18

What cause might you suspect if a PC experiences intermittent lockups?

Answer 18

Assuming the cause is not related to software or device drivers, then thermal or power problems are most likely – Loose connections, faulty system components (motherboard, CPU, and memory), and corruption of OS files due to bad sectors/blocks are also possibilities.

Question 19

True or false? Running the fans continually at maximum speed is the best way to prevent overheating.

Answer 19

False.
This is likely to damage the fans and draw more dust into the case. It will also cause a lot of excess noise. To prevent overheating, the PC should be setup in a suitable location (away from direct sunlight and other heat sources) and cleaned and maintained on a schedule.

Question 20

A user has a monitor that was stored in the storage room as a temporary replacement. Upon connecting the monitor to the desktop, the user declares that a thick green band runs across the middle of the screen, making it unusable. To troubleshoot, the user connects the desktop to a neighboring monitor and it works without issue. What technique could you use to diagnose the cause?

Answer 20

Replace the cable with a known good one. If this does not solve the problem, suspect an issue with the monitor.

As the PC was used with no issues with another monitor, there is not likely to be an issue with the video card.

Question 21

A user started a brand-new Windows computer and received a “boot device not found” error. When the technician inspects it, what will they suspect the problem is?

A. POST
B. BSOD
C. GPT
D. Pinwheel

Answer 21

C. GPT

*The technician will suspect the problem is with the GPT as this is a modern boot scheme where the boot information is not on a single sector but still identifies partitions and OS boot loaders.

POST, a power-on self-test, is a diagnostic program implemented in the system firmware that checks the hardware to ensure the components required to boot are present and functioning correctly. This is a diagnostic method, not a potential cause for boot errors.

A Windows system will display a blue screen of death (BSOD) to indicate that there is a system memory fault, a hardware device/driver fault, or corruption of operating system files.

A macOS system that suffers catastrophic process failure shows a spinning pinwheel (of death), also called a spinning wait cursor.*

Question 22

A technician is troubleshooting a failed redundant array of independent disks (RAID) configuration and is unable to access the RAID configuration utility. What does this indicate?

A. Disk failure
B. Boot process failure
C. Controller failure
D. Multiple disk failure

Answer 22

C. Controller failure

*If the technician cannot access the RAID configuration utility, this indicates that the controller itself is likely to have failed. However, the data on the volume should be recoverable.

Most desktop-level RAID solutions can tolerate the loss of only one disk, so the technician should replace it as soon as possible.

If the RAID failure affects the boot process, the technician can use the RAID configuration utility to verify its status.

If a volume is not available, either multiple disks (more than the tolerated number of disks) have failed, or the controller has failed.*

Question 23

Every time a user attempts to save a file, the computer shows an error that reads, “Cannot read from the source disk.” What kind of issue does this indicate?

A. POST issue
B. Drive issue
C. Power issue
D. RAID failure

Answer 23

B. Drive issue

*A “cannot read from the source disk” error indicates an issue with a fixed disk drive that is failing. Bad sectors typically cause this on a hard disk drive.

Power-on self-test (POST) is a diagnostic program implemented in the system firmware that checks the hardware to ensure the components required to boot the PC are present and functioning correctly.

A power issue might arise due to a fault in the power supply unit (PSU), incoming electricity supply, power cables/connectors, or fuses.

In a redundant array of independent disks (RAID), if one of the underlying devices fails, the volume will show up as “degraded,” but the data on the volume will still be accessible.*

Question 24

A technician retrieved a computer from storage, powered it on, and shortly began to notice a burning smell. What does this indicate?

A. Disk failure
B. Cabling issues
C. Overheating
D. Inaccurate date/time

Answer 24

C. Overheating

*Unusual odors, such as a burning smell or smoke, will almost always indicate something (probably the power supply) is overheating.

A hard disk drive (HDD) is most likely to fail due to mechanical problems either in the first few months of operation or after a few years.

The technician not securely connecting the cables at both ends, the cable has become stretched or crimped, or an incorrect cable specification may all cause cabling issues.

If the network does not correctly synchronize the date and time, security systems will not work and utilities such as backup programs and schedulers will be unreliable.*

Question 25

A technician is implementing a feature that will compare hashes of key system state data during the boot process to ensure that nobody has tampered with the system firmware, boot loader, and OS kernel. What feature is this? A. HSM B. TPM C. Encryption D. Boot password

Answer 25

**B. TPM** *The technician is implementing the trusted platform module (TPM) which, during the boot process, compares hashes of key system state data to ensure they have not been tampered with. A hardware security module (HSM) is a secure USB key or thumb drive used to store cryptographic material where a user must authenticate before they can access the keys stored on the module. Encryption products make data secure by scrambling it in such a way that only a user with the correct decryption key can subsequently read it. A boot password requires the user to authenticate before the operating system is loaded. There are usually at least two passwords, though some systems may allow for more.*

Question 26

A technician started up a computer and the power-on self-test (POST) issued a short beep. What does this indicate? A. Motherboard problem B. Faulty speaker C. Normal POST D. POST error

Answer 26

**C. Normal POST** *When POST runs and issues one short beep, this indicates a normal POST, and the system is OK. However, manufacturers configure most modern PCs to boot silently. POST will indicate a motherboard problem with either no beep, repeating short beeps, or one long beep followed by a short beep. When there is a faulty speaker, the power-on self-test will indicate this with no beeps because the speaker is not working. If the power-on self-test runs but detects a problem, it generates two short beeps and shows an error message on the screen.*

Question 27

A technician is troubleshooting a computer that will not turn on. The technician has verified that the wall socket and devices leading to the computer are working correctly. What could remain as an issue? (Select all that apply). A. On-premises distribution circuit B. Motherboard C. Power supply unit D. Power grid

Answer 27

**B. Motherboard C. Power supply unit ** *Since the technician verified power was working in the wall socket and verified all other power components between the wall socket and the computer, the motherboard is most likely an issue. Since the technician verified power was working in the wall socket and verified all other power components between the wall socket and the computer, a faulty power supply unit is most likely an issue. An On-premises distribution circuit would stop power from reaching the wall socket. Since the technician verified power was working in the wall socket, this could not be the issue. The power grid would not be the issue as the technician verified that power was being delivered from the wall socket to the computer. *

Question 28

A desktop technician just fixed an issue where a computer would not connect to a network and verified the computer is communicating with the network again. What should the technician do now that will help with future troubleshooting efforts? A. Document findings. B. Test the theory. C. Establish a plan of action. D. Refer to vendor instructions.

Answer 28

**A. Document findings.** *The technician should document the findings which is very useful for future troubleshooting. Technicians can see if the same solution applies to future problems fitting into the same category. After the technician has established a theory about an issue, they will test the theory to see if it corrects and resolves the issue. After a technician has determined the best solution to an issue, they must devise a plan of action to put the solution in place and assess the resources, time, and cost required. If a technician is completing troubleshooting steps under instruction from the vendor's support service, they must make sure they properly understand the steps they are taking.*

Question 29

An energy company is strengthening its defenses and wants to look for methods that successfully protect trade secrets by ensuring none of its company computing assets are hijacked by malware. To assist in safeguarding the sensitive information, what can the technician enable to ensure this will not happen? A. TPM B. HSM C. Boot password D. Secure boot

Answer 29

**D. Secure boot** *The technician can configure secure boot which is a unified extensible firmware interface (UEFI) feature designed to prevent malware from hijacking a computer. A trusted platform module (TPM) is a specification for hardware-based storage of digital certificates, cryptographic keys, and hashed passwords. A hardware security module (HSM) is a secure USB key or thumb drive used to store cryptographic material where a user must authenticate before they can access the keys stored on the module. A boot password requires the user to authenticate before the operating system is loaded. Different system software will provide different support for authentication methods. This measure cannot keep malware from injecting code into the bootloader of the operating system.*

Question 30

A desktop technician has responded to a user whose computer is running slow. The user claims that nothing was done that would cause the computer to run slow. What should the technician do to try to determine the probable cause of the problem? (Select all that apply.) A. Repair the problem. B. Document the findings. C. Conduct research. D. Question the obvious.

Answer 30

**C. Conduct research. D. Question the obvious.** *The technician should conduct research to identify or clarify symptoms and possible causes. One of the most useful troubleshooting skills is being able to perform research to find information quickly. The technician should question the obvious as sometimes the simplest things cause seemingly intractable problems. Diagnosis requires both attention to detail and a willingness to be systematic. The technician would not be able to determine if repair is the best option for the issue until after they established a theory and tested it. The technician would document the findings after the issue was corrected. Documenting the findings would give the technician the opportunity to add a complete description of the problem and its solution.*

Question 31

A technician is troubleshooting a video display that is fuzzy. What has caused this? A. Insecure connector B. Burn-in C. Resolution mismatch D. Incorrect color display

Answer 31

**C. Resolution mismatch** *If the output resolution does not match the display device’s native resolution, the image will appear fuzzy. This typically happens if the video card’s driver is faulty or incorrectly configured. If a technician does not securely insert the video cable and connectors at both ends, this could cause a flickering or flashing image. Burn-in is when the same static image displays on-screen for an extended period and the monitor's picture elements are damaged. This causes a ghost image to "burn" permanently onto the display. If a computer produces digital art, it is very important that the technician calibrate the display to scanning devices and print output to avoid an incorrect color display.*

Question 32

A technician started a HP PC and, when the vendor’s logo came up, pressed the F10 key. What is the technician doing? A. Restarting the PC B. Accessing the system setup program C. Setting a boot password D. Enabling secure boot

Answer 32

**B. Accessing the system setup program** *The technician is accessing the system setup program via a keystroke during the power-on (boot) process when the PC vendor’s logo displays. A technician can restart a computer to access the unified extensible firmware interface (UEFI) boot options by shift-clicking the restart button from the Windows logon screen. A boot password requires the user to authenticate before the operating system loads. However, everyone who uses the PC must know the password, which weakens the security considerably. Secure boot is a UEFI feature designed to protect a computer from malware. Under secure boot, the computer firmware has cryptographic keys that can identify trusted code.*

Question 33

A technician is troubleshooting a projector that keeps randomly shutting down. What is the most likely cause? A. Burned-out bulb B. Overheating C. Loose cable between the monitor and display D. Incorrect data source

Answer 33

**B. Overheating** *Overheating typically causes intermittent projector shutdown. Check that the projector’s fan is working, that the vents are free from dust and obstructions and that the ambient temperature is not too high. A completely failed bulb is known as a burned-out bulb. A technician might hear the bulb “pop” and observe scorch marks on the inside or a broken filament. If the projector is on, but there is no image displayed, the technician should check the cable and connectors between the video card and monitor. The technician may also need to adjust the image or select the appropriate data source or input channel if no image is displayed.*

Question 34

A technician must determine why a computer is overheating. Which of the following may be the cause? (Select all that apply.) A. Blanking plates are covering slots. B. A fan is not working. C. The area is too warm. D. There is an invalid cable specification.

Answer 34

**B. A fan is not working. C. The area is too warm.** *A computer can overheat because a fan is not working. Proper cooling is vital to the lifespan and performance of the processor. A computer can overheat because an area is too warm. The technician should check whether the PC is near a hot radiator or in direct sunlight. A technician should always use blanking plates to cover up slots in the back or front of the PC. Holes can create gaps, allowing dust and debris to make their way to computing components. An invalid cable specification can cause display issues. If the display is on and the technician can rule out a problem with the input source, they should check the cable.*

Question 35

A desktop technician was troubleshooting a computer that would not connect to the network and suspected that the network interface card (NIC) was not working. However, when the technician tested the NIC, it was working. What will the technician do next? A. Establish a new theory. B. Implement a plan of action. C. Test the theory. D. Implement preventive measures.

Answer 35

**A. Establish a new theory.** *The technician would establish a new theory as the tests they made or research they conducted proved that their original theory was incorrect. Once the technician had a reliable theory of probable cause, then they would need to implement a plan of action by repairing or replacing the equipment or implementing a workaround. The technician cannot test the theory until after they have established a new theory about why the computer cannot connect to the network. The technician would implement preventive measures after they corrected the issue. This means eliminating any factors that could cause the problem to reoccur.*

Question 36

A network technician wants all PCs on the network to go to a server to get their boot settings. What boot option in system settings will the technician configure on the PCs? A. Fixed disk B. Optical drive C. USB D. Network/PXE

Answer 36

**D. Network/PXE** *The technician will configure the network/preboot execution environment (PXE) setting which uses the network adapter to obtain boot settings from a specially configured server. The fixed disk (HDD or SSD) setting will allow the technician to select the hard drive sequence if there are multiple fixed drives installed on the PC. If a technician is performing a repair install from optical media, they might need to make the optical drive (CD/DVD/Blu-ray) device the highest priority. The technician would use the universal serial bus (USB) setting for OS installs and repair utility boot disks that are too large to fit on optical media.*

Question 37

A desktop technician determined that a computer could not connect to the network because the network drop was not working. What possibilities are open to the technician for getting the computer back on the network? (Select all that apply.) A. Repair the drop. B. Implement preventive measures. C. Replace the drop. D. Check the patch panel the drop is connected to.

Answer 37

**A. Repair the drop. C. Replace the drop. D. Check the patch panel the drop is connected to.** *A possibility that is open to the technician is to repair the drop. The technician needs to determine whether the cost of repair makes this the best option. A possibility that is open to the technician is to replace the drop. This option is often more expensive and may be time-consuming if a part is not available. A possibility that is open to the technician is to check the patch panel that the drop is connected to in the network closet or space. Implementing preventive measures means eliminating any factors that could cause the problem to reoccur.*

Question 38

A hardware technician is following CompTIA’s A+ troubleshooting model for diagnosing a monitor with a squiggly screen. The technician suspects the monitor screen is squiggly because it is located directly under a fluorescent light. What is the next step the technician should take? A. Identify the problem. B. Test the theory. C. Establish a plan of action. D. Verify full system functionality.

Answer 38

**B. Test the theory.** *The technician has established a theory of probable cause so the next step in CompTIA’s A+ troubleshooting methodology is to test the theory to determine the cause. The first step in CompTIA’s A+ troubleshooting methodology is to identify the problem by gathering information from the user and inquiring about environmental or infrastructure changes. The second step of CompTIA’s A+ troubleshooting methodology is to establish a theory of probable cause and, if necessary, conduct external or internal research based on symptoms. To verify full-system functionality and, if applicable, implement preventive measures is the fifth step of CompTIA’s A+ troubleshooting methodology.*

Question 39

A technician is troubleshooting an issue with a computer. Although the computer is on the network, the server will not authenticate a user. What kind of problem does this indicate? A. Disk failure B. Inaccurate date/time C. Cabling issues D. Overheating

Answer 39

**B. Inaccurate date/time** *If the computer does not correctly synchronize the date and time with other computers on the network, security systems such as authentication will not work.*

Question 40

A technician is upgrading the system firmware on a PC. Which of the following is the technician upgrading? (Select all that apply.) A. System settings B. BIOS C. Secure boot D. UEFI

Answer 40

**B. BIOS D. UEFI** *The technician is upgrading the basic input/output system (BIOS) which is the system firmware for a PC that only supports 32-bit operation and limited functionality. The technician is upgrading the unified extensible firmware interface (UEFI) which provides support for 64-bit CPU operation at boot and many other functions. Technicians configure system settings via the system firmware setup program. A keystroke accesses the system setup program during the power-on (boot) process. Secure boot is a UEFI feature designed to protect a computer from malware. Under secure boot, the computer firmware has cryptographic keys that can identify trusted code.*