Software Troubleshooting

Question 1

Applications on a computer are not updating, which is preventing the user from opening certain files. Which of the following MAC snap-ins should the technician launch next to continue troubleshooting the issue?
A. gpedit.msc
B. perfmon.msc
C. devmgmt.msc
D. eventvwr.msc

Answer 1

D. eventvwr.msc

Explanation:
Event Viewer (eventvwr.msc) allows technicians to check the system logs for errors
related to application updates and other system events. This can help identify why
the applications are not updating.

Breakdown of Each Choice:
* A. gpedit.msc (Group Policy Editor):
o Incorrect: Used to manage group policies, not directly for
troubleshooting application update issues.
* B. perfmon.msc (Performance Monitor):
o Incorrect: Used for monitoring system performance, not specifically
for troubleshooting application updates.
* C. devmgmt.msc (Device Manager):
o Incorrect: Used to manage hardware devices and drivers, not for
troubleshooting software updates.
* D. eventvwr.msc (Event Viewer):
o Correct: Used to view system and application logs, helping identify
issues with application updates.

Question 2

A user is unable to start a computer following a failed Windows 10 update. When trying to start the computer, the user sees a blue screen of death. Which of the following steps should a technician take to diagnose the issue?
A. Perform a safe mode boot.
B. Run the System Restore wizard.
C. Start the computer in the last known-good configuration.
D. Reset the BIOS settings.

Answer 2

A. Perform a safe mode boot.

Explanation:
Booting into Safe Mode allows the computer to start with a minimal set of drivers
and services, which can help diagnose and potentially fix issues caused by a failed
update.

Breakdown of Each Choice:
* A. Perform a safe mode boot:
o Correct: Safe Mode starts the computer with minimal drivers and
services, useful for diagnosing and fixing issues.
* B. Run the System Restore wizard:
o Incorrect: This can be done after booting into Safe Mode if needed,
but it’s not the initial diagnostic step.
* C. Start the computer in the last known-good configuration:
o Incorrect: This option is not available in Windows 10.
* D. Reset the BIOS settings:
o Incorrect: This is unlikely to address a Windows update issue and can
complicate troubleshooting

Question 3

A technician is manually updating Windows workstations. Each workstation is
currently running Windows Pro in a workgroup environment. Which of the following changes can the technician make to create a more manageable environment?
A. Downgrade all workstations from the Pro version to the Home version of the OS.
B. Upgrade all workstations from the Pro version to Pro for Workstations.
C. Create a domain and join the workstations to the domain for management
purposes.
D. Make sure all workstations are operating under the same workgroup name.

Answer 3

C. Create a domain and join the workstations to the domain for management
purposes.

Explanation:
Joining workstations to a domain allows centralized management, making it easier
to handle updates, policies, and user accounts.

Breakdown of Each Choice:
* A. Downgrade to Home version:
o Incorrect: Reduces functionality and management capabilities.
* B. Upgrade to Pro for Workstations:
o Incorrect: Enhances performance but doesn’t improve manageability.
* C. Create a domain:
o Correct: Allows centralized management of workstations.
* D. Same workgroup name:
o Incorrect: Does not provide centralized management

Question 4

A user’s Windows 10 workstation with an HDD is running really slowly. The user has
opened, closed, and saved many large files over the past week. Which of the
following tools should a technician use to remediate the issue?
A. Disk Defragment
B. Registry Editor
C. System Information
D. Disk Cleanup

Answer 4

a. Disk Defragment

Explanation:
When a Windows 10 workstation with an HDD is running slowly, especially after
opening, closing, and saving many large files, fragmentation of files on the disk may
be a contributing factor. Disk Defragmentation rearranges fragmented data on the
hard drive, optimizing its performance by reducing seek times and improving data
access speeds.

Breakdown of Each Choice:
* A. Disk Defragment:
o Correct: Optimizes performance by rearranging fragmented files on
the disk.
* B. Registry Editor:
o Incorrect: Edits Windows Registry, not relevant for addressing file
fragmentation.
* C. System Information:
o Incorrect: Provides system details but doesn’t address disk
fragmentation.
* D. Disk Cleanup:
o Incorrect: Removes unnecessary files, not related to file
fragmentation.

Question 5

A technician downloaded a software program to a network share. When the technician attempts to copy the program to the Windows tablet for installation, the technician receives an error. Which of the following is the best procedure for the technician to use to complete the assignment?
A. Copy the program file to a USB drive and install.
B. Burn the program file to a CD and install.
C. Format the HDD and then do the installation.
D. Replace the HDD and then do the installation

Answer 5

a. Copy the program file to a usb drive and install

Explanations:
A. Copy the program file to a USB drive and install: This option is a reasonable approach. If the network share is causing issues, copying the program to a USB drive and installing it directly from there can bypass any network-related problems.

B. Burn the program file to a CD and install: While this could work, it’s an outdated method. Most modern devices lack CD/DVD drives, so using a USB drive (as in option A) is more practical.

C. Format the HDD and then do the installation: Formatting the hard drive is an extreme step and should not be attempted unless there are severe issues with the existing installation. It’s not a recommended solution for this scenario.

D. Replace the HDD and then do the installation: Replacing the hard drive is unnecessary and excessive. It won’t address the installation error.

Question 6

A user reports that the hard drive activity light on a Windows 10 desktop computer has been steadily lit for more than an hour and performance is severely degraded. Which of the following tabs in Task Manager contains the information a technician should use to identify the cause of this issue?
A. Services
B. Processes
C. Performance
D. Startup

Answer 6

B. Processes

The Processes tab provides detailed information about running processes, including their resource usage (CPU, memory, and disk).

Explanations:
Services: This tab lists system services and background processes but doesn’t pinpoint the cause of disk activity.

Performance: It shows overall system metrics but doesn’t identify specific processes causing the issue.

Startup: Displays auto-start programs but isn’t relevant for ongoing disk activity.

Question 7

A technician is installing software on a user’s workstation. The installation fails due to incompliance with the HCL. Which of the following components is most likely
causing the installation to fail? (Choose two.)
A. NIC
B. CPU
C. PSU
D. KVM
E. RAM
F. DVI

hardware compatability list

Answer 7

B. CPU
E. RAM

We need to make sure the software is 32bit or 64bit depending on our CPU
architecture. Incompatible or faulty RAM modules might also cause installation
failures.

PSU, KVM, DVI have nothing to do with software installation failures. NIC could be
possible, but we would need to specifically be downloading the software from the
internet.

Question 8

A user’s computer unexpectedly shut down immediately after the user plugged in a USB headset. Once the user turned the computer back on, everything was
functioning properly, including the headset. Which of the following Microsoft tools would most likely be used to determine the root cause?
A. Event Viewer
B. System Configuration
C. Device Manager
D. Performance Monitor

Answer 8

A. Event Viewer

Explanation:
Event Viewer is a Microsoft tool that logs detailed information about system events,
including hardware failures, system shutdowns, and errors. It can provide insights
into what caused the unexpected shutdown when the USB headset was plugged in.

Breakdown of Each Choice:
* A. Event Viewer:
o Correct: Logs system events and errors, useful for diagnosing the
cause of unexpected shutdowns.
* B. System Configuration:
o Incorrect: Used to manage startup programs and system settings, not
for viewing detailed event logs.
* C. Device Manager:
o Incorrect: Used to manage hardware devices and drivers, not for
viewing system event logs.
* D. Performance Monitor:
o Incorrect: Used for monitoring system performance and resource
usage, not for logging system events.

Question 9

Which of the following protocols supports fast roaming between networks?
A. WEP
B. WPA
C. WPA2
D. LEAP
E. PEAP

Answer 9

C. WPA2

Explanation:
WPA2 (Wi-Fi Protected Access 2) with 802.11r (Fast BSS Transition) supports fast
roaming between networks. This protocol enhances the handoff process between
access points, allowing for seamless transitions without losing connection.
Breakdown of Each Choice:
* A. WEP:
o Incorrect: WEP (Wired Equivalent Privacy) is an outdated and insecure
protocol that does not support fast roaming.
* B. WPA:
o Incorrect: WPA (Wi-Fi Protected Access) is an older security protocol
that does not include the enhancements for fast roaming provided by
WPA2 with 802.11r.
* C. WPA2:
o Correct: WPA2 with 802.11r (Fast BSS Transition) supports fast
roaming between networks, making it suitable for environments
requiring seamless transitions.
* D. LEAP:
o Incorrect: LEAP (Lightweight Extensible Authentication Protocol) is a
proprietary protocol developed by Cisco and does not specifically
address fast roaming.
* E. PEAP:
o Incorrect: PEAP (Protected Extensible Authentication Protocol) is used
for securely transmitting authentication data, not for supporting fast
roaming

Question 10

A user reports a hardware issue to the help desk. Which of the following should the help desk technician do first when responding to the user?
A. Ask the user for the model number of the hardware.
B. Offer a temporary replacement device to the user.
C. Submit the issue to the manufacturer.
D. Remotely install updates to the device driver.

Answer 10

A. Ask the user for the model number of the hardware.

Explanation:
Before taking any further steps, the technician needs to identify the specific
hardware in question. Knowing the model number will help in diagnosing the
problem accurately and finding the appropriate solution.

Breakdown of Each Choice:
A. Ask the user for the model number of the hardware:
Correct: Identifying the exact hardware is essential for troubleshooting and finding
the right solution.
B. Offer a temporary replacement device to the user:
Incorrect: This might be a later step if the issue can’t be resolved immediately, but
not the first action to take.
C. Submit the issue to the manufacturer:
Incorrect: This should only be done if the issue cannot be resolved in-house and
after identifying the hardware and troubleshooting.
D. Remotely install updates to the device driver:
Incorrect: Updating the driver may not be the appropriate first step without
knowing the exact hardware and issue.

Question 11

A user’s application is unresponsive. Which of the following Task Manager tabs will
allow the user to address the situation?
A. Startup
B. Performance
C. Application history
D. Processes

Answer 11

D. Processes

Explanation:
The Processes tab in Task Manager allows users to see and manage running
applications and processes, including ending unresponsive ones.

Breakdown of Each Choice:
* A. Startup: Manages which applications start with Windows, not useful for
handling unresponsive applications.
* B. Performance: Displays system performance metrics but doesn’t allow
managing specific applications.
* C. Application history: Shows resource usage over time for apps, not for
managing unresponsive ones.
* D. Processes: Shows running applications and processes, allowing users to
end unresponsive ones.

Question 12

A remote user’s smartphone is performing very slowly. The user notices that the
performance improves slightly after rebooting but then reverts back to performing slowly. The user also notices that the phone does not get any faster after connecting to the company’s corporate guest network. A technician sees that the phone has a large number of applications installed on it. Which of the following is the most likely cause of the issue?
A. The user is in a poor signal area.
B. The user has too many processes running.
C. The smartphone has malware on it.
D. The smartphone has been jailbroken.

Answer 12

B. The user has too many processes running.

Explanation:
Having a large number of applications installed can lead to many processes running
simultaneously, which can slow down the smartphone.

Breakdown of Each Choice:
* A. The user is in a poor signal area: This would affect network connectivity, not
overall phone performance.
* B. The user has too many processes running: Too many apps and background
processes can slow down the phone.
* C. The smartphone has malware on it: Possible but less likely than too many
processes if performance improves after a reboot.
* D. The smartphone has been jailbroken: Could cause instability but not
necessarily related to the large number of apps installed.

Question 13

A technician needs to reimage a desktop in an area without network access. Which
of the following should the technician use? (Choose two.)
A. USB
B. PXE
C. Optical media
D. Partition
E. Boot record
F. SMB

Answer 13

A. USB
C. Optical Media

Explanation:
In an area without network access, the technician needs to use physical media to
reimage the desktop. Both USB drives and optical media (such as DVDs) are
suitable for this purpose.

Breakdown of Each Choice:
* A. USB: A common and portable method to reimage a desktop without
network access.
* B. PXE: Requires network access to boot and reimage a system.
* C. Optical media: Another method to reimage a desktop using physical
media without network access.
* D. Partition: Could be used if a recovery partition is already set up on the
local disk, but it’s not a physical media.
* E. Boot record: Not a method of reimaging; it is a part of the storage device
that helps boot the operating system.
* F. SMB: A network file-sharing protocol that requires network access.

Question 14

A help desk team lead contacts a systems administrator because the technicians are unable to log in to a Linux server that is used to access tools. When the administrator tries to use remote desktop to log in to the server, the administrator sees the GUI is crashing. Which of the following methods can the administrator use to troubleshoot the server effectively?

A. SFTP
B. SSH
C. VNC
D. MSRA

Answer 14

B. SSH

Explanation:
SSH provides direct command-line access to the Linux server, bypassing the crashing GUI.
It allows the administrator to troubleshoot by checking logs, restarting services, or reconfiguring the system.

Why Others Are Wrong:
A. SFTP: File transfer only, no troubleshooting access.
C. VNC: Requires a working GUI, which is unavailable.
D. MSRA: Windows-specific, not for Linux.

Question 15

A user is having phone issues after installing a new application that claims to optimize performance. The user downloaded the application directly from the vendor’s website and is now experiencing high network utilization and is receiving repeated security warnings. Which of the following should the technician perform FIRST to mitigate the issue?

A. Reset the phone to factory settings.
B. Uninstall the fraudulent application.
C. Increase the data plan limits.
D. Disable the mobile hotspot.

Answer 15

B. Uninstall the fraudulent application.

Explanation:
Uninstalling the suspicious application is the first and most logical step to mitigate the issue. Since the high network utilization and security warnings started after installing the app, removing it will likely stop the malicious activity.

Why Other Options Are Incorrect:
A. Reset the phone to factory settings:

This is a drastic measure and should only be used if simpler solutions, like uninstalling the app, do not work.
C. Increase the data plan limits:

This does not address the root cause (the malicious app) and would only allow the problem to persist.
D. Disable the mobile hotspot:

While it might limit some network usage, it does not stop the malicious behavior caused by the app.

Question 16

A remote user contacts the help desk about an email that appears to be distorted. The technician is unsure what the user means and needs to
view the email to assist with troubleshooting. Which of the following should the technician use to assist the user?
A. VNC
B. SSH
C. VPN
D. RMM

Answer 16

A. VNC

VNC allows a technician to establish a direct remote connection to the user’s desktop, enabling them to see exactly what the user sees on their screen. This makes it ideal for troubleshooting visual issues like a distorted email.

D. RMM (Incorrect):
While RMM tools can include VNC functionality, they are primarily for managing and monitoring systems, not directly viewing a user’s screen for immediate troubleshooting.

B. SSH (Incorrect):
As noted earlier, SSH is a command-line tool and cannot be used for viewing graphical issues.

C. VPN (Incorrect):
VPNs enable secure network access but don’t allow screen sharing or remote desktop viewing.

Question 17

A technician is unable to completely start up a system. The OS freezes when the desktop background appears, and the issue persists when the
system is restarted. Which of the following should the technician do next to troubleshoot the issue?
A. Disable applicable BIOS options.
B. Load the system in safe mode.
C. Start up using a ash drive OS and run System Repair.
D. Enable Secure Boot and reinstall the system.

Answer 17

B. Load the system in safe mode.

Safe mode starts the OS with minimal drivers and services, helping isolate issues like faulty drivers or startup programs causing the freeze.

Why Others Are Wrong:
A: BIOS settings aren’t likely the cause since the OS partially loads.
C: Flash drive repair isn’t necessary yet; safe mode is simpler.
D: Reinstalling is too drastic for an issue that might be resolved in safe mode.

Question 18

A network technician is deploying a new machine in a small branch oce that does not have a DHCP server. The new machine automatically receives the IP address of 169.254.0.2 and is unable to communicate with the rest of the network. Which of the following would restore
communication?
A. Static entry
B. ARP table
C. APIPA address
D. NTP specication

Answer 18

A. Static entry

The IP address 169.254.x.x is an APIPA (Automatic Private IP Addressing) address, which is automatically assigned when a device cannot reach a DHCP server. Devices with APIPA addresses cannot communicate with other devices on different subnets or networks.

Assigning a static IP address that matches the network’s proper subnet will allow the machine to communicate with the rest of the network.

Why Others Are Incorrect:
B. ARP table: The ARP table maps IP addresses to MAC addresses but does not fix the lack of a valid IP address.
C. APIPA address: The device already has an APIPA address, which is the problem.
D. NTP specification: Network Time Protocol is used for time synchronization, unrelated to IP addressing.

Question 19

A remote user is experiencing issues with Outlook settings and asks a technician to review the settings. Which of the following can the technician
use to access the user’s computer remotely?
A. VPN
B. RDP
C. RMM
D. SSH

Answer 19

B. RDP

Remote Desktop Protocol (RDP) is a tool that allows technicians to access and control a user’s computer remotely. It is commonly used for troubleshooting and configuring software like Outlook, especially in Windows environments.

Why the other options are incorrect:
A. VPN: Provides secure access to a private network but does not allow remote control of a device.
C. RMM (Remote Monitoring and Management): Used by IT admins for monitoring and managing systems but may not offer direct control for troubleshooting.
D. SSH: Used to securely access and manage servers or devices with a command-line interface, not suitable for troubleshooting Outlook settings.

Question 20

A company-owned mobile device is displaying a high number of ads, receiving data-usage limit notifications, and experiencing slow response.
After checking the device, a technician notices the device has been jailbroken. Which of the following should the technician do next?
A. Run an antivirus and enable encryption
B. Restore the defaults and reimage the corporate OS
C. Back up the files and do a system restore
D. Undo the jailbreak and enable an antivirus

Answer 20

B. Restore the defaults and reimage the corporate OS

Reimaging removes the jailbreak, malware, and vulnerabilities, restoring the device to a secure, compliant state.

Why others are incorrect:
A. Run an antivirus and enable encryption: Doesn’t fully secure or restore the device.
C. Back up files and do a system restore: Restore may fail on a jailbroken device, and backups might contain malware.
D. Undo the jailbreak and enable an antivirus: Doesn’t fully address vulnerabilities or malware.

Question 21

A technician is unable to access the internet or named network resources. The technician receives a valid IP address from the DHCP server and
can ping the default gateway. Which of the following should the technician check next to resolve the issue?
A. Verify the DNS server settings
B. Turn off the Windows firewall
C. Confirm the subnet mask is correct
D. Configure a static IP address

Answer 21

A. Verify the DNS server settings.

If the technician has a valid IP address, can ping the default gateway, but cannot access the internet or named network resources, the likely issue is with the DNS settings. DNS is responsible for translating domain names (e.g., www.example.com) into IP addresses. If the DNS server settings are incorrect or unavailable, the technician will be unable to access named resources.

Why the other options are incorrect:
B. Turn off the Windows firewall: The firewall could block connections, but this would not typically allow successful pings to the gateway or indicate a DNS-specific issue.
C. Confirm the subnet mask is correct: A subnet mask issue would likely prevent communication with the gateway or devices in the same network.
D. Configure a static IP address: The technician already has a valid IP address from the DHCP server, so this step is unnecessary.

Question 22

A new employee is having difficulties using a laptop with a docking station. The laptop is connected to the docking station, and the laptop is
closed. The external monitor works for a few seconds, but then the laptop goes to sleep. Which of the following options should the technician
configure in order to fix the issue?
A. Hibernate
B. Sleep/suspend
C. Choose what closing the lid does
D. Turn on fast startup

Answer 22

C. Choose what closing the lid does.

The issue arises because the laptop goes to sleep when the lid is closed. Configuring the “Choose what closing the lid does” setting in the Power Options allows the technician to set the laptop to “Do nothing” when the lid is closed. This ensures the external monitor remains active while using the docking station.

Why the other options are incorrect:
A. Hibernate: Hibernate is a power-saving mode, but it won’t fix the issue of the laptop going to sleep when the lid is closed.
B. Sleep/suspend: This mode puts the laptop to sleep but does not address lid closure behavior.
D. Turn on fast startup: This improves boot speed but is unrelated to the issue with lid closure.

Question 23

A user is trying to use proprietary software, but it crashes intermittently. The user notices that the desktop is displaying a “low memory” warning
message. Upon restarting the desktop, the issue persists. Which of the following should a technician do next to troubleshoot the issue?
A. Reimage the computer.
B. Replace the system RAM.
C. Reinstall and update the failing software.
D. Decrease the page file size.

Answer 23

C. Reinstall and update the failing software.

Intermittent crashes and low memory warnings often indicate issues with the software or system resource allocation. Reinstalling and updating the software ensures the user has the latest version with potential bug fixes and compatibility improvements, which might resolve the issue.

Why the other options are incorrect:
A. Reimage the computer: This is a drastic step and unnecessary as the first troubleshooting measure.
B. Replace the system RAM: Low memory warnings do not always mean faulty RAM. More investigation is needed before replacing hardware.
D. Decrease the page file size: Decreasing the page file would exacerbate low memory issues rather than solving them.

Question 24

A technician receives an invalid certicate error when visiting a website. Other workstations on the same local network are unable to replicate this issue. Which of the following is most likely causing the issue?
A. Date and time
B. User access control
C. UEFI boot mode
D. Log-on times

Answer 24

A. Date and time

Incorrect date and time settings on a workstation can cause invalid certificate errors because SSL/TLS certificates rely on accurate system time to validate their validity periods. If the system’s date or time is incorrect, the certificate may appear expired or invalid.

B. User access control: Controls user permissions but does not affect SSL/TLS certificates.
C. UEFI boot mode: Relates to system boot settings, not website certificate validation.
D. Log-on times: Restricting log-on times affects user access, not certificate errors.

Question 25

A technician is working on a Windows 10 PC that has unwanted applications starting on boot. Which of the following tools should the technician use to disable applications on startup?
A. System Conguration
B. Task Manager
C. Performance Monitor
D. Group Policy Editor

Answer 25

B. Task Manager

Task Manager in Windows 10 allows users to manage startup applications. By navigating to the Startup tab, the technician can enable or disable programs that run when the system boots.

Why the other options are incorrect:
A. System Configuration (msconfig): While it was used in older versions of Windows, the Startup management function has been moved to Task Manager in Windows 10.
C. Performance Monitor: Used for monitoring system performance, not managing startup applications.
D. Group Policy Editor: Manages system policies and settings, not individual startup applications.

Question 26

Windows updates need to be performed on a department’s servers. Which of the following methods should be used to connect to the server?
A. FTP
B. MSRA
C. RDP
D. VPN

Answer 26

C. RDP

RDP (Remote Desktop Protocol) allows administrators to remotely connect to and manage Windows servers. It provides a graphical interface to perform tasks like installing Windows updates.

A. FTP (File Transfer Protocol): Used for transferring files, not for remote server management.
B. MSRA (Microsoft Remote Assistance): Designed for remote troubleshooting and user support, not for server updates.
D. VPN (Virtual Private Network): Provides a secure connection to a network but does not directly enable remote desktop access.

Question 27

Which of the following default system tools can be used in macOS to allow the technician to view the screen simultaneously with the user?
A. Remote Assistance
B. Remote Desktop Protocol
C. Screen Sharing
D. Virtual Network Computing

Answer 27

C. Screen Sharing

Screen Sharing is a built-in macOS tool that allows a technician to view and control a user’s screen remotely. It can be accessed via System Preferences or the Finder, making it ideal for simultaneous screen viewing.

Why the other options are incorrect:
A. Remote Assistance: Not a macOS tool; it is typically associated with Windows systems (e.g., MSRA).
B. Remote Desktop Protocol (RDP): A Microsoft technology used primarily for Windows systems, not macOS.
D. Virtual Network Computing (VNC): While macOS Screen Sharing uses VNC technology, the default tool is referred to as Screen Sharing, not VNC.