Software Troubleshooting (2) Flashcards
You are talking to a friend about purchasing a gift, and he recommends a website to purchase it. When you put the website’s address into your browser, you receive a message stating that there is an invalid certificate. What should you do?
Visit the website anyway; it’s probably OK.
Do not visit the website.
Visit the secure version of the website by changing the address to start with HTTPS://.
Do not visit the website.
An invalid certificate usually means that the certificate that you have (or the one the website has) has expired. It could mean that the site is fine. But it could also mean someone has set up a Trojan that imitates the site you are seeking. If it’s a site you are not familiar with, the best bet is to avoid it altogether
A workstation will not load Windows 7 properly after a driver was recently installed. The troubleshooting guide says to boot into Safe Mode. How do you do this in Windows 7?
During the boot process, press Ctrl+Alt+Del.
During the boot process, press F8.
During the boot process, press F10.
During the boot process, press F8.
If when you boot Windows won’t load completely (it hangs or is otherwise corrupted), you can often solve the problem by booting into Safe Mode. To access Safe Mode, you must press F8 when the operating system menu is displayed during the boot process. You’ll then see a menu of Safe Mode choices
You are concerned about workstations on your network getting viruses. You configure each machine with antivirus software. How often should the antivirus software update its database?
Once per year
Once per month
Once per week
Once per week
Antivirus databases should be updated frequently (about once a week, although more often is better) to keep your antivirus program up-to-date with all the possible virus definitions. Most antivirus programs will automatically update themselves (if configured properly), just as Windows Update will update Windows, provided the computer has a live Internet connection. It’s a good idea to let them automatically update
A user reports that his iPhone will not decrypt email. What is the most likely cause of this problem?
iPhones can’t read encrypted email.
There’s a problem with the S/MIME certificate.
The user has a corrupt Mail app.
There’s a problem with the S/MIME certificate.
Mail decryption depends upon certificates, and problems can occur when those certificates expire or you have a configuration problem (which can accompany upgrades). To address the problem, try reimporting S/MIME certificates or deleting/importing them from the source
A user reports that his mobile phone has been experiencing high resource utilization for about a week. What two things should you immediately suspect could be causing the problem? (Choose two.)
Unauthorized root access
Failing battery
Excessive open apps
Stuck sync operation
Unauthorized root access
Excessive open apps
High resource utilization can be a telltale sign that a device is running more than you think it should be—perhaps the drives are being searched or the camera is recording your every move. Or, it could be that the user has too many apps open and the device is struggling with available resources
A Windows 10 workstation will not boot properly. Windows starts to load but never finishes. After troubleshooting, you find that devices are not initializing. Which file is responsible for checking for installed devices and initializing them?
WINRESUME
WINLOAD
BOOTMGR
WINRESUME
In Windows 10/8/7, WINRESUME checks the system for installed devices and device configurations and initializes the devices it finds. It passes the information to WINLOAD, which collects this information and passes it to the kernel after this file is loaded. WINRESUME.EXE replaces NTDETECT.COM from the Windows XP days. WINRESUME is what Windows uses when it wakes from hibernation
You are using an iPhone. When is it generally necessary to close running apps on the iPhone? (Choose two.)
When you receive out-of-memory errors
When the phone begins to overheat
When an app locks up
When you are done using them for the day
When the phone begins to overheat
When an app locks up
Generally speaking, there is no need to close running apps on mobile devices, unless there is a problem. A common misperception among iPhone users is that all apps in the “background” (when they double-tap the Home button) are still running, when in fact they are not. That is a list of recently used apps, and their preview windows are still visible, but they are not actually using system resources as if they were open. Swiping up on them to “close” them is the same motion you would need to do if an app was locked up and you needed to do a force quit
While working on a Windows 7 workstation, a user receives a flashing pop-up message saying that her computer has been infected with a virus and she needs to download a virus scanner now to fix it. What will most likely happen when she clicks the button to download the recommended virus scanner?
It will download a virus to her computer.
It will download an antivirus program to her computer and remediate the virus.
It will take her to a website that will allow her to purchase an antivirus program to remediate the virus.
It will download a virus to her computer.
One of the more clever ways of spreading a virus is to disguise it so that it looks like an antivirus program. When it alerts the user to a fictitious problem, the user then begins interacting with and allowing the rogue program to do all sorts of damage. One of the trickier things for troublemakers to do is to make the program look as if it came from a trusted source—such as Microsoft—and mimic the Windows Action Center interface enough to fool an unsuspecting user
A Windows 7 workstation will not boot properly. It shows the Windows logo upon boot and then appears to lock up. No changes have recently been made to the workstation. What is most likely causing the problem?
A missing or corrupt NTLDR file
A missing or corrupt BOOTMGR file
A missing or corrupt DLL file
A missing or corrupt BOOTMGR file
If Windows 7 (or Windows 10/8) does not load properly, it could be a problem with the BOOTMGR file. That file starts the loading of the Windows OS. It replaces the NTLDR file, which was used by Windows XP and earlier Windows versions. Numerous dynamic link library (DLL) files are required to boot, but usually the lack of corruption of one of them produces a noncritical error
You have 20 Windows 7 workstations on your network. You want to create a bootable CD that will allow you to fix Windows boot issues in the event that you do not have a Windows installation CD available. Where can you create such a disc?
Backup And Restore
Emergency Repair Disk creator
System Recovery Options
Backup And Restore
If you want to recover your computer and bring it back to the point where it was when it was new (minus any files that you added since purchasing the machine), you can use the recovery CD set or DVD. In Windows, you can create a system repair disc from the Backup And Restore interface (beneath the Control Panel options for System And Security). The system repair disc can be used to boot the computer, and it will contain the system recovery tools
You are training technicians on the creation and use of restore points. Which of the following is not a way in which restore points get created?
Windows creates them automatically by default.
Windows creates them before a system crash.
You can manually create them.
Windows creates them before a system crash.
A restore point is a copy, or snapshot, of your system configuration at a given point in time. It’s like a backup of your configuration but not your data. Snapshots are created within Windows from the System Restore program. Restore points are created in one of three ways. One, Windows creates them automatically by default. Two, you can manually create them yourself. Three, a restore point is created before the installation of some programs (that way, if the install fails, you can “roll back” the system to a preinstallation configuration)
You have a Windows 8.1 workstation that is running very slowly. When you look at the hard drive, you notice that very little space is available. Which tool should you run to attempt to free up space?
DEFRAG
Disk Cleanup
SFC
Disk Cleanup
If the hard drive gets to be under 10 percent free space, its performance can slow down dramatically. The Disk Cleanup utility will show how much disk space is being taken up by temporary files, log files, the Recycle Bin, and other items that can easily be deleted. This could free up some disk space. You will possibly need to delete some files as well
A user reports that a Word document he needs will not open. Other documents open as they should. He has not made a backup of this file. Which of the following statements is true?
The file is probably corrupt, and its contents are lost.
He can use a restore point to get the file back.
He can reboot into the Last Known Good configuration and then open the file.
The file is probably corrupt, and its contents are lost.
Windows comes with many tools to help protect and repair system files and configuration, such as Last Known Good, the Emergency Repair Disk, SFC, and others. But nonsystem files are not covered. The only way to protect user-generated content is to back it up!
You have an iPhone that has been charging for an hour. When you unplug it from the charger, the phone feels very hot to the touch. What should your next step be?
Replace the phone charger.
Turn the phone off and let it cool down.
Turn on airplane mode.
Turn the phone off and let it cool down.
Mobile devices will overheat on occasion. Sometimes it happens after it’s been charging, but it can also happen because of excessive ambient temperatures or too much use over an extended period of time. When the device does overheat, it’s best to power it off. And, you can often help it cool down more quickly by removing any protective case that may be there—and putting it back on later
You receive an email warning you of a new form of ransomware. It contains a link to receive more information on how to protect yourself from this terrible threat. What should you do next?
Click the link to receive more information.
Check to ensure that your system has a rogue antivirus installed.
Check www.us-cert.gov for information on the threat.
Check www.us-cert.gov for information on the threat.
The email could be real, but most likely it’s a hoax. Worse yet, it could be malware itself, and by clicking the link you will activate it on your computer. Always check a reputable source, such as www.us-cert.gov, www.cert.org, or an anti-malware vendor (Symantec, McAfee, and so on) for information on the latest threats. At a minimum, delete the email and don’t click the link!
