Software Troubleshooting Flashcards
While troubleshooting a malware infection, you use a USB to boot into a lightweight version of Windows. What environment did you MOST likely boot into?
WinPE
During the Runtime (RT) phase of the boot process, control is transferred to ntoskrnl.exe. What three functions does ntoskrnl.exe perform?
- Configures the OS environment
- Load device drivers
- Start services
What plays a critical role in the boot process, performing essential tasks such loading device drivers, initiating system services, and configuring the OS environment?
ntoskrnl.exe
Once the malware infection has been fully removed, you should re-enable System Restore and perform a full system backup. Where is the BEST location to store this backup?
On an external drive
Your Windows OS has been behaving unusually, and you discover that an automatic update occurred three days ago. What is the best step to take in resolving this issue?
Uninstall the update
What is a feature of a sheep dip computer?
Has port monitors and file monitors
Which two programs run during the startup process to enable user logon?
- Wininit
- Winlogon
After installing a new device, you encounter startup errors. What is the first step you should take to troubleshoot the problem?
Boot in Safe Mode and roll back the driver
System Restore is enabled for all volumes on a Windows system. Recently, a new network driver was installed, but it contained bugs that caused your network board to stop functioning, preventing internet access to download an earlier version of the driver. You need to revert the system to a restore point that was created before the driver installation. On the system Properties window, which option would you select to accomplish this?
System Restore
What must you utilize to boot from a hard drive?
Active partition
Primary partitions are subdivided into logical drives, true or false?
False
You are an IT technician for your company. Veronica, an employee, has reported receiving error messages about corrupt or missing Windows system files. To address this, you ran the Windows System File Checker tool (SFC.exe). After the files were repaired, Veronica contacted you again, indicating that the issue persists. You now suspect that malware may be causing the corruption or renaming of the system files. What is your FIRST step to take to remove any potential malware from the system?
Disconnect the computer from the network
While overseeing disk space for computers on your network, you’re interested in understanding how a new application might affect your available free space. Where can you locate the estimated size of this application?
In the app’s description in the Microsoft Store
What can an overheated hard drive cause?
System instability
After booting your Windows workstation in Safe Mode and enabling boot logging, which log file will contain the boot logging information?
Ntbtlog.txt
You’ve installed a new Ethernet network adapter in your Windows 11 desktop. After installation, the card is detected in Device Manager, but Windows cannot identify it. You download and install a driver you found online, but after rebooting, your system crashes immediately upon logging in. Rebooting again leads to the same outcome. What would be the BEST method to resolve this issue and allow Windows to load correctly?
Boot to Safe Mode and uninstall the network driver
After installing multiple devices to a computer, it fails to boot correctly. What is the BEST initial troubleshooting step to take?
Remove all of the newly added devices and install them one at a time
What keys let you switch between keyboard languages?
Globe key
You plan to upgrade your Windows 10 Professional computer to Windows 11 Professional. Upon checking the hardware, you find it has 2 GB of RAM, a 2.0 GHz dual-core processor, a 256 GB solid state drive, and a video adapter with 128 MB of RAM along with DirectX 12 support. You instend to install the 64-bit version of Windows 11. What steps should you take next?
Add more memory
A user requests assistance with a task that you’re unfamiliar with and that falls outside your job responsibilities. What is the MOST appropriate way to handle this request?
Explain to the user that this is not a task you can perform, but you will do your best to contact someone who can perform the task.
A technician suspects that an application on a tablet may be secretly accessing the camera without authorization. What is the BEST method to troubleshoot this issue?
Run an anti-malware scan
A security technician is performing a forensic analysis. What actions is MOST likely to compromise or destroy crucial evidence?
Shutting down the system
While working on your Windows 10 laptop during a severe thunderstorm, a lightning strike hits a nearby transformer, causing a power outage in your office. Since your laptop’s battery is dead, the computer shuts down abruptly. After power is restored, you turn your computer back on and see a missing DLL error message. What tool is most likely to resolve this issue?
sfc
The primary modifier key on Apple systems, used like the Ctrl key on a Windows system is?
command
Which stage of the legacy BIOS startup process loads the boot code from the Master Boot Record (MBR) and uses the partition table to locate the active disk partition?
Boot loader
You have a disk with three primary partitions and an extended partition containing two logical drives. You want to convert all partitions to simple volumes while preserving the data. Wat is the BEST action to take to achieve this?
Upgrade the disk to a dynamic disk
Which troubleshooting step do you try when troubleshooting application conflicts?
Check for application driver updates
What is the initial action you should take if an error arises during startup, causing your system repeatedly reboot?
Use the Disable automatic restart on a system failure option
An employee reports that their browser consistently opens to an unfamiliar search engine, and an unwanted toolbar has appeared. What malware-related issue is MOST likely responsible for this problem?
Software issues
You have been troubleshooting startup errors on your Windows 11 computer by rolling back recent changes, such as drivers for a local printer and a new graphics card while in Safe Mode. Despite your efforts, the issue persist, and the startup errors remain unresolved. What steps is MOST likely to help identify the root cause of the error without resorting to a full Windows reinstallation?
Disable and then enable devices and services one by one
What are two likely symptoms of a malware infection?
- Changed file permissions
- Renamed system files
After upgrading to the latest version of Windows, a critical application has stopped functioning. What is the BEST troubleshooting step to resolve this issue?
Enable Hyper-V to run the program on the previous version.
While working on a presentation editor on your Windows 11 laptop, the system freezes. After restarting, Windows 11 fails to boot. Which tool should you try FIRST to resolve the problem?
Startup Repair
What is the BEST step to try first when troubleshooting a Windows operating system problem?
Reboot the system
You’ve received a call from a customer who reports that after powering on her computer, she encounters the following error message:
Error loading operating system
BOOTMGR is missing
Press Ctrl+Alt+Delete to restart
She states that the same error persists with each restart.
What tool would be the most effective for resolving this issue?
bootrec
You are troubleshooting a Windows 11 computer that has halted and is displaying a black screen with an error message. What is the first step you should take to address the issue?
Search for the error in Microsoft’s knowledge base or by using an internet search engine
You’re using an older tool to manage a GPT-partitioned drive on a Windows 10 system, but only one partition is visible despite knowing the drive contains several partitions. What is the MOST likely reason you’re only seeing one partition?
The utility can only manage MBR partitions and is displaying the drive’s protected MBR.
What term refers to a Windows 11 operating system patch designed to address a specific issue and released periodically as a short-term solution?
Hotfix
What are two common symptoms that indicate a mobile device may be compromised?
- Connectivity issues
- Increased data usage
Nick, a long-time Mac user, has been using his Mac without any problems until recently when he noticed that his cursor changes to a pinwheel, rendering the computer unresponsive. What is the best first step to take in troubleshooting this issue?
Determine if the problem is caused by software or hardware
Which mobile device vulnerability results in a user unlocking all of a mobile device’s features and capabilities?
Jailbreaking
Question 38
Incorrect
You are diagnosing a Windows 11 system that fails to boot. The system initializes properly, and the POST completes successfully, but Windows does not load, displaying an error message that states the operating system is not found. You identify that the Master Boot Record (MBR) is corrupt.
To resolve this issue, you take the following steps:
1. Boot the system using the Windows 11 installation DVD.
2. Access the Recovery Environment.
3. Open a Command Prompt window.
What command should you run in the Command Prompt to fix this issue?
bootrec /fixmbr
What troubleshooting utility scans the operating system files and replaces corrupt files?
System File Checker
A user has informed you that his Windows computer is encountering blue screen errors. When you inquire about any recent changes to the system, the user mentions they recently added a TV tuner board in an expansion slot. As a result, they have to restart their computer each time they open the TV tuner application to watch television. Your task is to resolve the issue with the user’s computer and temporarily disable access to the TV until you can install the latest driver. What steps should you take?
Boot the system in Safe Mode. Disable the TV tuner driver in Device Manager
After the BIOS information is displayed, your system hangs and shows an “error loading operating system” message. What is the MOST likely cause of this issue?
Corrupt MBR or partition table
As an IT technician, you receive a call from Frank, who reports that his internet browser’s default home page keeps changing to an unfamiliar site every time he opens it. You suspect that this issue might be due to a malware infection. After running anti-malware and anti-virus scans, the problem persists. What would be the NEXT BEST step to take in order to remove the malware?
Restore Frank’s computer back to a previous restore point
After visiting a website on your mobile device, your web browser freezes, and a warning appears stating that your device has a virus, providing a phone number to call for assistance. What type of malware symptoms does this scenario MOST likely represent?
False security warning
What is a benefit of downloading any application through Microsoft Store?
It is considered safe to download
A technician needs to install the Windows operating system on a macOS comp0uter, allowing it to boot into either macOS or Windows. Which feature of macOS should the technician utilize to accomplish this?
Boot Camp
What tool can you use to create a full system image of your Windows drive?
Backup and Restore
By setting up System Restore to automatically create restore points on your Windows 11 system, will this effectively safeguard the user data stored on the system?
No, you need to enable File History
What provides the most accurate description of the BSoD?
A Windows stop error
What is true about System Restore?
System changes made since the restore point was taken are undone.
What is the most important step in the post-remediation process?
Educate the end user on malware prevention
You have just finished installing a new Windows Update when your computer locks up. What should you do first?
Uninstall the Windows Update
You’ve installed a legacy device on your system, but it’s not being recognized. What is the MOST likely reason for the device not being detected?
The device does not support plug and play.
What are the MOST likely reasons for receiving the following error message during POST: “Keyboard not present. Press F1 to continue”? (2 answers)
- A poor keyboard connection
- A stuck key on the keyboard
Mark tried to modify registry settings on his Windows 11 system, but now his computer hangs after the Windows splash screen when he attempts to boot. Since he is unable to access Safe Mode, he boots from the Windows installation disc and enters the Recovery Environment. What Recovery option should Mark select first to address his boot problem?
System Restore
Monica, a knowledgeable employee, attempted to upgrade her computer from Windows 10 to Windows 11 online. Unfortunately, the upgrade process encountered an issue, and her computer can no longer boot into Windows. She has brough the device to the IT department for repairs. After attempting various repair methods, you still cannot get the computer to boot into Windows. What is the FASTEST method to restore Monica’s computer to its original Windows 10 operating system?
Restore her system using the recovery partition
What is the name for a special computer that is used for malware analysis?
Sheep dip computer
Which type of file is commonly used by trusted websites to create installation software for mobile devices?
APK file
Adding more RAM alone may not enhance system performance. What additional action must you take to ensure that system performance improves?
Upgrade the CPU to one with multiple cores
While working on your Windows 10 computer during a severe thunderstorm, lightning strikes a nearby transformer, causing a power outage in your office. As your laptop’s battery is depleted, the computer shuts down immediately. After power is restored, you turn on your computer and encounter a missing DLL error message. What tool is most likely to resolve this issue?
SFC
What should you do FIRST when you suspect a malware infection?
Investigate and verify the malware symptoms
You just saved a word processing document to your hard drive when you Windows system crashes due to a memory usage issue. After rebooting your computer and reopening the document, it appears intact and without any problems. What partition types may have played a role in the successful recovery of your document?
GPT
You a tasked with installing Windows 11 on a new computer system that utilizes a SATA SSD for data storage. What is the MOST effective method for installing Windows 11 on this system?
Install Windows the same way you would install a system that uses a standard hard disk drive
To protect user data on a Windows 11 system, you’ve set System Restore to automatically create restore points for the C: drive. Given that user data is stored in the default location (C:\Users), which of the following statements are true? (2 answers)
- You need to enable File History
- You need to create a backup of your user data as well.
You have just connected a new USB device to your Windows system and used the installation disc provided with the device to install the necessary drivers. However, since your installation, your system has been crashing frequently when attempting to access the new device. What step is most likely to resolve this issue?
Download and install the latest driver from the manufacturer’s website
A macOS user is unable to recall where an important spreadsheet document is saved. Which macOS feature can they use to locate the spreadsheet?
Spotlight
After recently purchasing a Windows 11 laptop, you installed several applications, including a graphics editor. You’ve edited some images needed for an executive presentation but are now facing issues with the application and are considering using the Reset this PC option to resolve the problem. What should you expect if you choose this option? (2 answers)
- The laptop will be reset to the factory defaults
- You are given the choice to keep your edited images
You are working to resolve a malware infection. After running several anti-malware scans, traces of the malware still persist on the system. What should be your NEXT step?
Manually remove any files or Registry keys
Your company is developing a financial application that you want to test on mobile devices, and several customers have expressed interest in participating in the beta testing phase. What steps must the employees take on their mobile devices to join the beta testing process?
Turn on Developer Mode
While attempting to start your Windows 11 computer, you encounter the following error message: Windows could not start. Could not read from the selected boot disk. Check boot path and disk hardware.
What solution is most likely to resolve this issue?
Boot into Recovery Environment and run the bootrec /rebuildbcd command
You have a hard disk formatted with FAT32, and you want to apply file and folder permissions to the Design folder for both local and remote access. What is the BEST action to take next?
Use the convert command to convert from FAT32 to NTFS and then configure NTFS permissions
You’ve been assigned to remove malware from an infected system. Despite confirming the infection and running multiple scans to remove it, the malware reappears after each reboot. What should you do to prevent the malware from returning?
Disable Windows System Restore
After troubleshooting the services on your system, where is the best place to verify that they are functioning correctly?
Event Viewer
You want to configure a Windows system to dual boot with Linux, you’ll need to create a partition, but your current disk has no unpartitioned space available. The disk does have 300 GB of free space. What disk management actions will BEST prepare your hard drive for a dual boot setup in this situation?
Shrink the primary partition
While browsing the internet, a pop-up windows appears, alerting you that your system is infected with a virus and prompting you to click a link to remove it. What are the TWO BEST actions you should take next?
- Run a full system scan using the anti-malware software installed on your system
- Update the virus definitions for your locally installed anti-malware software
What is the “Not enough USB controller resources” warning most often a result of?
Plugging into a 3.0 USB port
What are the FIRST settings you should review if you suspect that your internet connection has been affected by malware attack? (2 answers)
- DNS settings
- Proxy settings
When would using the driver rollback feature be the BEST solution?
You recently installed a new video driver, and now the system behaves erractically
Which tool allows you to restore a system’s files and settings to a previously saved state without affecting personal documents, photos, or emails?
System Restore
What condition would prevent you from using a GUID Partition Table (GPT) when configuring a disk drive?
You want to set up the drive to boot Windows 10 on a computer that uses traditional BIOS
To ensure your workstation always has the latest patches for the order entry application developed by NetZoneLink Corporation, what actions should you take? (2 answers)
- Check the NetZoneLink website regularly for patches and updates to the software
- Configure the application to automatically download and install updates as they are released
What is the minimum amount of free space recommended for updating a 64-bit machine?
20 GB
Your Windows 11 system frequently restarts automatically following a criteria system error, leaving you with little to no time to review the error message. What steps can you take to prevent your Windows 11 system from automatically restarting after encountering a critical error?
Use the Disable automatic restart after failure option on the Advanced Startup Options menu
What is “No operating system found” error likely caused by?
Incorrect boot order
Wilma was browsing the internet for a good deal on jewelry when she encountered a pop-up informing her that she had won a prize. Excited about the tin, she clicked the link to claim it. The following day, when she tried to turn on her computer, she was met with the Blue Screen of Death. After speaking with Wilma, you suspect that the pop-up she clicked on may have installed malicious software, causing her computer to freeze. Where is the best place to start repairing Wilma’s computer?
Boot the computer from the Windows installation disc and run Startup Repair
What is a common malware symptom?
False antivirus ads
After installing the latest Windows updates on your Windows 11 computer, the system fails to start, showing the following error message: “Error: Windows failed to start. A recent hardware or software change might have caused this issue.” Since the computer won’t boot, you’ve accessed the Advanced Options in the Windows 11 recovery environment. Which advanced options should you try first to resolve this issue?
Start-up Repair
What is the first action you should take once a malware infection has been confirmed?
Quarantine the infected system
What else does macOS Keychain utility store besides passwords? (2 answers)
- Certificates
- Security notes
After upgrading your laptop from Windows 10 to Windows 11, everything seems fine until you start using a ling-time graphics editing program that frequently crashes after a few minutes. Which pre-installation step could you have potentially prevented this issue?
Ensure that your software is compatible with Windows 11
