Software Troubleshooting Flashcards
To change the boot order, which of the following is necessary?
Start Windows in Safe Mode
Restart the system and open the UEFI/BIOS firmware setup
Use the Task Manager
Restart the system and open the UEFI/BIOS firmware setup
You must use the UEFI/BIOS firmware dialog to change the boot order
Which of the following is the best way to recover from a bad device driver update?
Roll back the system
Restart the system and open UEFI/BIOS firmware setup
Roll back the device driver
Roll back the device driver
Rolling back the device driver will not affect other parts of the system, so it is the preferred method
Your client needs to restart her system to solve a problem. Which of the following should she do first?
Create a registry backup
Run System Restore
Unplug USB drives
Unplug USB drives
USB drives that are plugged in could prevent the system from restarting
Your personal computer used to load your desktop in about ten seconds. Now it takes ten minutes. Which of the following is not a likely cause?
Too many tasks running
Malware
System file corruption
Too many tasks running
The other items listed are likely causes; the number of tasks running has a small impact on load time, but not as much impact as the others
You need to start your computer in Safe Mode. Which of the following do you need to know to do this?
Your screen resolution
The version of Windows you use
The location of the temporary files
The version of Windows you use
You need to know the version of Windows so that you can choose the proper method of starting in Safe Mode
If your browser is displaying pop-up windows, what should you do first?
Run a scan with your anti-malware app
Update the OS
Check browser settings
Check browser settings
Your browser’s built-in pop-up protection is probably turned off, so turn it on
You have just returned from a business trip during which you temporarily misplaced your smartphone and laptop. You also used a public library’s computer to check e-mail. You can’t log in to your e-mail now that you’re back in the office. What should you do?
Contact your e-mail vendor for a new password
Scan for malware
Quarantine your system
Contact your e-mail vendor for a new password
Change your password so others can’t use your e-mail
You have received an urgent e-mail from a casual acquaintance stating they need $500 to get home after a serious car breakdown. What should you do?
Unfriend your friend
Reply to the e-mail
Assume it’s spam
Assume it’s spam
It’s probably spam. Use other means of contact to check with anyone before sending them money or confidential information
Your browser is displaying a security alert that there are several malware apps running on your system. Which of the following should you do?
Note the name of the malware and then scan for it
Close the browser window
Follow the instructions on-screen
Close the browser window
A security alert in a browser window is a fake, so close the browser window
Your favorite application has stopped working. After investigation, you have determined that your system was infected with malware. How can you get your application working after you remove the malware? (Choose two.)
Update your OS
Reboot
Repair the application
Restart in Safe Mode
Reboot
Repair the application
Rebooting might get your app working again. If not, use the repair application feature in your operating system
After updating anti-malware software and scanning/using removal techniques, what is another step that might be necessary in remediation?
User education
Repairing damage from malware
Re-enabling system restore
Repairing damage from malware
Software can be damaged by malware, so repairing it may be a part of remediation on some systems
Which of the following is a reason to use a clean boot environment in removing malware?
Makes user education easier
Prevents reinfection
Helps prevent malware from interfering with removal
Helps prevent malware from interfering with removal
Clean booting or booting from a USB or optical disc before running malware removal helps prevent malware from running and interfering with the removal process
When should you enable System Restore and create a restore point?
Before scheduling scans and running updates
After scheduling scans and running updates
As the last step in the process
After scheduling scans and running updates
The restore point needs to remember the system configuration after it’s been remediated and protected against threats
As part of user education, you have taught your users to install apps only from trusted sources. Which of the following is not a trusted source?
A website offering warez
Valve’s Steam service
Apple App Store
A website offering warez
Warez is untrustworthy, illegal, and may be filled with malware
Determining that a system has probably been infected with malware is which step in the malware removal process?
Step 2
Step 3
Step 1
Step 1
Determining that a malware infection is present is included in Step 1. Identify and research malware symptoms
Which of the following would not be affected by airplane mode?
Wi-Fi connections
Cellular connections
Display brightness
Display brightness
The other settings are disabled by airplane mode, but it has no effect on screen brightness
You have connected an HDTV with your laptop and you can’t see your desktop on the HDTV. You have set your display properties to mirror. What should you do next?
Restart in Safe Mode
Check the HDTV input setting
Set your display properties to HDTV
Check the HDTV input setting
The HDTV must be set to use the correct HDMI input before it can be used with the laptop
Your client is afraid that her smartphone has come in contact with water. Which of the following should you have her check?
LCI
Moisture sensor in Settings
Bluetooth
LCI
A liquid contact indicator (LCI) is a moisture-sensitive sticker used by many vendors to determine if a device has come in contact with liquid
Which of the following issues can be helped by performing a soft reset of a mobile device? (Choose two.)
Extremely short battery life
Frozen system
Moisture
No sound from speakers
Frozen system
No sound from speakers
A frozen system and no sound from speakers are two of the many problems that can be solved by performing a soft reset
Your smartphone is down to 10 percent battery life but you’re expecting an important phone call. Which settings can you safely change to improve battery life? (Choose two.)
Enable airplane mode
Disable NFC
Disable GPS
Enable navigation
Disable NFC
Disable GPS
Disabling NFC and GPS will save power without affecting your ability to make and receive phone calls
Which of the following mobile features can be set up for use by specified apps only?
Wi-Fi connections
Browser
GPS
GPS
GPS access can be granted to specific apps
High resource utilization when no apps are open could be a sign of which of the following?
Dying battery
Malware
Airplane mode
Malware
Malware can use a lot of resources because it captures and sends data without the user’s permission or knowledge
A user wants to use Google Maps to navigate to a meeting. Which function does he need to enable to make this possible?
Wi-Fi
GPS
NFC
GPS
GPS must be enabled to permit navigation. Without it, you can only view maps
Your CEO is conducting sensitive negotiations with another firm. In addition to using a passcode on his device, which of the following steps can prevent his device from revealing confidential information if lost? (Choose two.)
Encrypting the drive
Enabling airplane mode
Enabling GPS
Enabling remote wipe
Encrypting the drive
Enabling remote wipe
Encrypting the drive prevents its contents from being accessed by others, while enabling remote wipe will make the device useless and protect its contents from being decrypted when the wipe command is activated
Which of the following common features can be used to snoop on a user’s conversations?
Microphone
NFC
Panorama
Microphone
A microphone can be used to record conversations
