Software and Trouble Shooting Flashcards
Sam is an experienced Android user. He has been hired by your department to support all the mobile devices in use by your organization. You must instruct him on backing up the data on an Apple device. Your company only wants to use a solution that would allow devices to be restored from any location. Which app should you recommend?
A) iTunes
B) Microsoft One Drive
C) iCloud
D) Google Drive
You should tell him about iCloud, which is the app used to back up an Apple device. With iCloud, the device could be restored from any location that has an Internet connection.
Thomas has been given a company iPad that will be used for storing private data and photos of clients. He needs to protect the integrity of the data on this device. What should he do? (Choose two.)
A) Turn on Touch ID and Passcode.
B) Turn on Find My iPhone in Settings.
C) Turn on WiFi.
D) Turn on Bluetooth.
Thomas should turn on Find My iPhone in Settings and turn on Touch ID and Passcode. Apple includes built-in theft prevention and privacy protection on their devices. The two that should be mandatory for users are turning on Find my iPhone and Touch ID and Passcode settings. Applying safeguards to any mobile device can help alleviate theft or loss and as you can imagine, any device considered lost or stolen should be reported to the appropriate personnel staff so that further investigation of its whereabouts can be researched.
David works in the IT department and is training his team on how to look for certain attacks. He is discussing a type of attack that redirects you to a fake Web site. Which type of attack is he discussing?
A) network address hijacking
B) land attack
C) hyperlink spoofing
D) ICMP packet spoofing
Hyperlink spoofing, which is also referred to as Web spoofing, is used by an attacker to persuade the Internet browser to connect to a fake server that appears as a valid session. The primary purpose of hyperlink spoofing is to gain access to confidential information, such as PIN numbers, credit card numbers, and bank details of users. The link as it appears on this page is often correct. However, the actual underlying link is usually to the spoofed site. Beware of sites that ask for confidential information, especially if they have never done so in the past. This is usually a sign that a hyperlink spoof has occurred.
Hyperlink spoofing takes advantage of people using hyperlinks instead of DNS addresses. In most scenarios, the DNS addresses are not visible, and the user is redirected to another fake Web site after clicking a hyperlink.
A technician contacts you and says that he needs to access the Advanced Recovery Options on a Windows 10 computer. Which procedure or special key should he use?
A) Press F6 during the text mode of booting.
B) Press F2 during the text mode of booting.
C) Restart the device and boot from installation media.
D) Press F8 during the text mode of booting.
To access Advanced Recovery Options on a Windows 10 computer, boot the computer from installation media or a USB recovery drive. After inserting the media and turning the computer on, select Repair your computer. On the Choose an option screen, select Troubleshoot. From the next screen, select Advanced options.
You would press the F2 key to start ASR during the text mode setup phase of Windows XP. ASR accesses the backup files to read the saved disk configuration and tries to restore all the disk configurations. While Windows XP is no longer supported by Microsoft, individuals taking the A+ exam should be aware that old Windows XP methods may be used as incorrect options for questions on the exam.
A user calls the help desk to report that her large Excel spreadsheet is not responding. You decide to examine Task Manager to troubleshoot. Which function of Task Manager will be the most helpful in resolving the issue?
A) Restart services
B) Kill tasks
C) Identify limited connectivity
D) See application crashes
Either Task Manager (accessed by right-clicking the taskbar) or the Services app (accessed by entering service.msc in the Search bar) will help you to kill tasks. It will identify that Excel is consuming a large amount of resources, and Task Manager will allow you to kill the unresponsive Excel application.
As the desktop engineer in your company, you are responsible for tier-one support, meaning that you compile all problems and report them to the proper technician. Several users report that when they boot their computer it generates a screen with hexadecimal codes on a blue background. Which type of Windows error code is this?
A) a POST error
B) a runtime error
C) a STOP error
D) an illegal operation
A STOP error, also known as a Blue Screen of Death (BSOD), is a proprietary crash screen for the Windows operating system. The BSOD will display an error message with a hexadecimal code that indicates what is wrong. Most BSOD errors can be researched in Microsoft’s Knowledge Base. You should also examine system log files to see if you can discover the problem. In most cases, a BSOD occurs because of a change that has been made to the system. If a simple reboot does not resolve the BSOD, then you need to roll back your system changes.
You manage a network installed with multiple Windows 10 workstations. One of the users reports that his computer does not boot to Windows. You notice that the computer generates the following message during boot up:
Windows 10 could not start because the following file is missing or corrupt: \WINDOWS\SYSTEM32\CONFIG\SYSTEM
What does the error message indicate?
A) A newly installed application is corrupt.
B) A Windows startup file is corrupt.
C) The registry is corrupt.
D) A configuration file has problems.
The registry is corrupt. There can be several reasons behind Windows 10 system registry corruption, such as incorrect computer shutdown, improper device driver installation, or unsupported or corrupted application installation. Microsoft provides a solution to recover from this problem by performing a Windows repair with the CHKDSK /r command, replacing corrupted system files from the Windows media, or restoring Windows to the previous system state by running the Windows system restore program.
Susan has called the help desk to report a frozen screen on her mobile device. After troubleshooting, you determine that she has a frozen system. What should you instruct her to do next?
A) Elevate to next level of technical support.
B) Press the CTRL+ALT+DEL keys.
C) Force a restart by holding down the Power button.
D) Call the mobile device technical support.
You should ask her to force a restart by holding down the Power button. A frozen system occurs when the system freezes up and stops working completely. If the computer is an Apple device, you will have to press and hold the Sleep/Wake and Home buttons simultaneously for 10 seconds until you see the Apple logo appear. If this does not work, then you should try to plug in the device to an outlet and charge it because it may have lost all of its battery charge.
As an IT technician for a large corporation, you need to be able to know the WiFi usage on company-issued mobile devices. In addition, you need the ability to determine if there are any available networks nearby. What should you use?
A) a WiFi analyzer
B) a cell tower analyzer
C) a factory reset
D) a force stop
You should use a WiFi analyzer. It can show you the WiFi usage on a mobile device. It can also should any nearby networks or troubleshoot security issues.
Thomas is teaching a class for new users and wants to cover what to do and what not to do online. He specifically discusses spyware and malware infections and how they occur. What are some of the warning signs he should teach them to be aware of? (Choose all that apply.)
A) The firewall and antivirus programs are randomly disabled.
B) The browser’s home page changes unexpectedly.
C) The Apps & features console has programs you do not recognize.
D) The Taskbar or System tray has strange icons.
All of the options listed are signs that a computer has been infected with spyware or malware. Other symptoms include:
Search results are being redirected to a strange site.
Computer performance degrades.
New favorites unexpectedly appear in your browser.
The firewall alerts you about an unwanted application trying to access the Internet.
Pop-ups occur even when you are not actively browsing the Internet.
Anti-virus application will not update properly.
The hard drive activity light is always on, even when applications are not running.
The user has an increase in spam email.
A device/user is unable to access the network
False alerts surrounding antivirus protection
Altered system or personal files
Unwanted notification within the operating system
You have been sent to clean up a computer that has been infected with malware. When you arrive at the computer, you identify the symptoms that are occurring, quarantine the system, and disable System Restore. Now you must remediate the computer. Which steps are parts of this process? (Choose two.)
A) Schedule automatic system scans and updates in the anti-malware software.
B) Enable System Restore, and create a new restore point.
C) Use scan and removal techniques to clean up the computer.
D) Update the anti-malware software.
E) Educate the end user.
You should update the anti-malware software and use scan and removal techniques to clean up the computer as part of remediating the computer.
An IT technician mentions that he finds the REGSVR32 utility useful. For which of the following issues can this tool be used?
A) missing exe files
B) missing BCD files
C) missing dll files
D) corrupt registry
The REGSVR32 utility is used to register and unregister dll and ActiveX files in the registry. If a dll file is missing, you should use this utility to register the dll file once it has been replaced.
Users in your department are noticing that their computers are not acting normal. When you ask them to explain, they say that their computers are sluggish and slower than usual. You need to rule out a virus infection. What is the first question you will ask them to help determine whether they have a virus or not?
A) Have you rebooted your computer lately?
B) Have you opened any email attachments lately?
C) Have you run your virus scanning software recently?
D) Have you opened Task Manager recently?
You should ask the users if they have opened any email attachments lately. Viruses attached to emails are the most common way to get your computer infected, but there are other ways your computer can become sabotaged, including Trojan horses. The best way to avoid getting one of these nasty viruses on your computer is to NOT open an attachment from someone you do not know or are not expecting an attachment from. Next, users should always scan attachments with virus scanning software prior to opening. Viruses can also be obtained by clicking an infected website link.
You suspect that a Windows 10 computer has been infected with a Trojan horse. You need to determine if any Trojan horses are loading at system startup and remove them. Which tool should you use to find out if any Trojan horses are being loaded at startup?
A) Anti-malware software
B) Settings
C) Windows Recovery Environment
D) System Restore
If you need to determine if a Trojan horse is loading at system startup, you should use Settings. Then select Apps and Startup. Check each application shown in the list to ensure that it is a valid application you need. As shown in the following exhibit, you can prevent an application from loading at startup simply by turning off the application:
You install an application on a user’s computer. The application requires a connection to a network server to operate properly. The user reports that the application cannot connect to the server. What should you do?
A) Reinstall the application using an administrative account.
B) Configure an application exception in Windows Firewall.
C) Configure the application to run using administrative credentials.
D) Reinstall the application using the user’s account.
You should configure an application exception in Windows Firewall. The most likely reason for this problem is that Windows Firewall is not allowing communication between the application and the network server.
You need to troubleshoot a driver issue. While using a Windows 10 computer, you enter the Advanced Startup menu after restarting the device. Which option is NOT an option listed in the Advanced Startup menu?
A) System Restore
B) Automatic Repair
C) System Image Recovery
D) Automated System Recovery
Automated System Recovery in not an option listed in the Advanced Startup Options menu.
Luther wants to know a quick way to revive his mobile device battery that has been not holding a charge for as long. What should he do FIRST to keep from having to replace his mobile device?
A) Replace the battery.
B) Place the mobile device into battery-saving mode.
C) Completely drain the battery’s charge, and then re-charge it.
D) Reload the battery app.
Luther should first completely drain the battery’s charge and then re-charge it. This may allow the battery life to improve. However, if this does not work to fix the problem, Luther will have to replace the battery.
You suspect that Alice’s computer is infected with malware by identifying certain symptoms of malware. What is the next step in the malware removal process?
A) Remediate Alice’s computer.
B) Educate Alice on malware.
C) Disable system restore on Alice’s computer.
D) Quarantine Alice’s computer.
After identifying malware symptoms, you should quarantine Alice’s computer.
A user reports that his computer locks up when he inserts a Secure Digital High Capacity (SDHC) memory card into his memory card reader.
You use the Safely Remove Hardware icon to eject the memory card. You then insert a Secure Digital (SD) memory card that the reader successfully accessed yesterday. However, you cannot access any data on the SD card either.
You need to ensure that the memory card reader is functioning. What should you do?
A) Update the memory card reader’s device driver.
B) Optimize the memory card reader for performance.
C) Reboot the computer.
D) Optimize the memory card reader for quick removal.
You should reboot the computer. The memory card reader that is installed in the user’s computer does not support SDHC memory cards. Once the lockup occurs, the memory card reader will not function until the computer is rebooted. After you reboot the computer, you should instruct the user to connect the device that uses the SDHC card to the computer’s USB port to access the data on the SDHC card.
Lee is complaining that his Windows 10 computer is having performance issues and is running slower. He wants to clean it up so it will run faster and more efficient. Which built-in tools or settings would you recommend he use first? (Choose all that apply.)
A) Programs and Features
B )SFC
C) Recovery Console
D )Apps & features
E) DEFRAG
F) Disk Cleanup
You should recommend that Lee use Disk Cleanup, Apps & features, Programs and Features (or Programs), and DEFRAG.
Susan, a school administrator, has confiscated an Apple iPhone from a student who did not comply with the NO CELL PHONES policy. She needs to quickly turn off the annoying cell phone music and prevent text message notifications. What should she do?
A) Press and hold the Sleep/Wake button until the slider appears, and then slide it to the right.
B) Turn off Bluetooth.
C) Remove the battery.
D) Dim the display.
An Apple device can be turned off by pressing and holding the Sleep/Wake button until the slider appears and then sliding it to the right. If she just wanted to silence the phone, she could use the volume buttons on the side of the phone to put the device into vibrate mode.
You are working as a desktop technician in an organization. Adam reports that some unauthorized users are accessing his email messages. He also reports that he received an email from an unauthorized user requesting confidential information about his bank account.
What should you suggest Adam do? (Choose two.)
A) Send the email message in clear text.
B) Request receipt for all outgoing messages.
C) Delete the email message received from unauthorized users.
D) Add an encrypted signature to the outgoing messages.
E) Encrypt outgoing messages.
To protect email messages from unauthorized users, you should encrypt the contents and attachments of all the outgoing messages. This will secure the email messages so that only the intended recipients will be able to read them.
When you receive any suspicious email messages, you should delete the email messages without opening them or downloading their attachments.
The organization you work for has updated their mobile device policy to no longer allow employees to use their own devices. Instead, they are mandating that employees use company-provided phones for work-related purposes. Shortly after receiving a new phone, an employee complained that it is continuously rebooting at random times for no obvious reason.
Which of the following might be potential reasons that a mobile device keeps restarting? (Choose all that apply.)
A) Corrupted OS
B) Wireless connectivity drops
C) Overheating
D) Applications that have not been updated
E) Incompatible third-party app
Several common causes that can result in a mobile device consistently restarting would be a corrupted operating system (OS), overheating, or incompatible third-party applications. A corrupted OS can be the result of malware that may have been inadvertently installed via a malicious link or from an untrusted application. With a corrupted OS, you will need to repair the operating system by resetting the device to a previous known safe state using a recovery tool.
A mobile device will shut down to prevent its components from being damaged when it overheats. Overheating can be the result of too many applications running at a time, improper charging, or malware.
Incompatible third-party applications can cause random reboots, as the application may not be compatible with the OS of the device. The simplest way to solve this problem is to remove any incompatible applications from the device.
Thomas tells you that a motherboard manufacturer has suggested that a recent firmware update should be installed to provide additional functionality and increased performance for his Windows 10 computer. What would you tell Thomas to do?
A) Flash the BIOS.
B )Select the Update Driver Software option in Device Manager.
C) Download the new driver and install it in the operating system.
D) Use the System Configuration utility to reboot the computer in
Diagnostic startup mode, and then install the update.
Thomas should flash the BIOS. Modern computers store the BIOS as rewritable memory, thus allowing it to be over-rewritten or “flashed.” To start the procedure, search the manufacturer’s website, download the “exe” file and transfer it to a USB flash drive or other bootable media. From there you should reboot your computer into the UEFI control panel and utilize the update or flashing tool to update the firmware. Once this process is completed you should then restart the computer normally. It is highly recommended that you back up your computer before flashing the BIOS. Updating the BIOS is good for fixing bugs, improving performance, and providing support for newly installed hardware.
A user’s computer is infected with malware. You quarantine the infected computer, disable System Restore, and remediate the infected computer by updating the anti-malware software and removing the malware. What step should you complete next?
A )Enable System Restore.
B)Create a restore point.
C) Educate the end user.
D) Schedule automatic scans and updates for the anti-malware software.
You should schedule automatic scans and updates for the anti-malware software.
To protect a computer against malware and spyware, it is important to install anti-malware and anti-spyware software. If a computer is infected with malware or spyware, you need to remove it as quickly as possible. Often this is easily done using the anti-malware or anti-spyware application.
A user in the local office reports that she cannot access the Internet. You ask her to capture the error message with a screenshot and print it on the departmental printer. When you arrive at her office, she gives the printout to you. No other user in her network is having this problem. What do you need to do to resolve her issue?
A) Apply updates.
B) Update network settings.
C) Repair the browser application.
D) Reimage/reload OS.
You need to update the network settings. Because she is the only one having the problem, the problem likely arises from a setting on her computer.
You install Windows 10 on your computer. Your computer is equipped with a video card and monitor that support a screen resolution of 1024 x 768 pixels at a color depth of 32-bit True Color. You attempt to change the Screen area setting on the Display Properties dialog box from 640 x 480 pixels to 1024 x 768 pixels, but you are unable to change this setting. You determine that Windows 10 is using the generic video graphics array (VGA) driver.
What will enable you to change the Screen area setting to 1024 x 768 pixels?
A) Start your Windows 10 computer in Safe Mode.
B) Replace the monitor connected to your Windows 10 computer.
C) Restart your Windows 10 computer.
D) Install the appropriate device driver for the video card.
You cannot change the Screen area setting because Windows is using the built-in, generic VGA driver. When no video driver is installed, Windows will use the generic VGA driver, which only supports the 640 x 480 pixels setting. To update a video card’s driver, you would visit the manufacturer’s website and install video card drivers from there. After you install the device driver for the video card, you should be able to change the Screen area setting to 1024 x 768 pixels.
A user has discovered an infected file on his computer. He wants to prevent it from causing any more harm to his computer. From the list below, what should he need to do?
A) Quarantine the file.
B) Disable the firewall.
C) Use the Apps and Features utility.
D) Change the browser’s home page.
The user should quarantine the file by placing it on another drive. Then he should use his anti-malware and anti-virus software to scan the file. If he cannot remove the infection, he should delete the file completely.
