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902 Exam Test > Test 2 > Flashcards

Test 2 Flashcards

1
Q

A technician receives a helpdesk ticket about an employee having a problem sending text messages with a company Android smartphone. It has been determined that it is not a carrier issue. Which of the following should the technician perform FIRST?

A. Verify data connectivity
B. Reformat the MicroSD card
C. Replace the SIM card
D. Perform a soft restore

A

A. Verify data connectivity

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2
Q

A networked PC has started to display adware pop-ups when the user opens the browser. Which of the following best practices should the technician employ FIRST when responding to the problem?

A. Disable System Restore
B. Schedule scans and run updates in safe mode
C. Quarantine the system
D. Create a System Restore point

A

C. Quarantine the system

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3
Q

Joe, a user, states he is unable to use his Android phone after updating the OS. Joe is in a hurry and would like a quick solution that would most likely fix the issue. Which of the following methods can the technician use?

A. Initiate a factory reset
B. Perform a hard reset
C. Remove the MicroSD card
D. Rollback the OS update

A

B. Perform a hard reset

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4
Q

A customer reports that a smartphone is experiencing a very short battery life. The user has been using this phone for a short time and has installed several apps recently. Which of the following might be the cause of the issue?

A. Slow data speeds
B. Defective SD card
C. Unauthorized root access
D. Signal drop or weak signal

A

C. Unauthorized root access

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5
Q

A customer has recently installed several applications on a Windows 7 workstation and is now experiencing slow system performance and spontaneous restarts. After removing some of the recently installed applications, the issue persists. Which of the following tools could the technician use to troubleshoot the problem while preventing data loss?

A. Factory restore
B. SecureBoot
C. msconfig
D. diskpart

A

C. msconfig

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6
Q

A user’s smartphone runs very slow at the end of the day. When the user restarts the phone in the morning, it runs at its normal speed. Which of the following should be done throughout the day to BEST resolve this issue?

A. Reset to the smartphone to factory default.
B. Uninstall any unused apps.
C. Close all running apps.
D. Charge the smartphone.

A

C. Close all running apps.

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7
Q

After installing a critical update from Windows Update, a user accidentally types an incorrect URL into the browser and malware is automatically installed. The malware disables the computer’s antivirus software and Internet connection. Which of the following would be the BEST tool to remove the malware without risking loss of the user’s data?

A. Run System Restore
B. Reinstall Windows with the Repair Option
C. Reinstall Windows on top of itself
D. Run System File Checker

A

A. Run System Restore

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8
Q

Joe, a user, is using his smartphone for navigation while driving. As he drives, an icon frequently appears on the screen informing the user additional information is required to log in. Which of the following is causing this?

A. Unintended WiFi connections
B. Cellular data roaming notifications
C. Weak cellular signal
D. Unintended Bluetooth connections

A

A. Unintended WiFi connections

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9
Q

An engineer working with large detailed CAD files notices over time that the workstation is taking significantly longer to open files that used to launch quickly. Other applications work fine, and the engineer confirms all of the data has been backed up the night before. A technician determines that the workstation is about two years old. Which of the following would be the technician’s FIRST step in troubleshooting the problem?

A. Run defrag on the hard drive
B. Restore the CAD files from backup
C. Replace the hard drive
D. Remove and reinstall the CAD software

A

A. Run defrag on the hard drive

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10
Q

A Windows workstation is suspected of having malicious software that created an infected start-up item or service. Which of the following tools would a technician use to test this theory?

A. chkdsk
B. msconfig
C. dxdiag
D. ipconfig

A

B. msconfig

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11
Q

A user reports unexpected icons appearing on the desktop. The technician identifies that the symptoms point to a malware infection. Which of the following procedures would be performed NEXT?

A. Quarantine infected system
B. Schedule scans and run updates
C. Report the issue to the information security officer
D. Disable System Restore (in Windows)
E. Educate end user
A

A. Quarantine infected system

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12
Q

Joe, an end-user, reports that the Windows PC he is using automatically locks when he leaves his desk and walks to a printer to retrieve documents. Joe is then required to type in his username and password to unlock the computer. The technician looks at the settings on the PC and notices that the screensaver and screen-lock options are grayed out on the computer and cannot be changed. Which of the following is the MOST likely cause of this issue?

A. Domain-level group policies
B. Antivirus domain-level policies
C. Corrupted registry settings
D. Incorrect local-level user policies

A

A. Domain-level group policies

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13
Q

A user updates the video driver on the computer and it requests a restart after installation. The computer never gets past the loading Windows page without rebooting. Which of the following should the technician use to resolve this issue without losing any vital files or programs?

A. Emergency Repair Disk
B. Restore from OEM image
C. System Recovery
D. Restore from backup

A

C. System Recovery

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14
Q

A user is having issues with a Windows computer. Upon loading the operating system, several messages appear referring to a DLL file that cannot be found. Which of the following would be the BEST course of action for the technician to perform NEXT?

A. Copy the DLL file from a working PC and use the regsvr32 command to load the file
B. Run the Windows Update utility to manually reinstall the DLL file
C. Run the defrag utility to correct any fragmentation that may have damaged the file
D. Research the DLL file to identify the application it corresponds to before continuing

A

D. Research the DLL file to identify the application it corresponds to before continuing

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15
Q

A user, Ann, receives a phone call from the company’s mail administrator who indicates her email account has been disabled due to high volumes of emails being sent in a very short period of time. Which of the following types of attack has the user experienced?

A. Virus infection
B. Man-in-the-middle attack
C. Phishing attack
D. Malware infection

A

A. Virus infection

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16
Q

A mobile phone has started to respond slowly and erratically. The user has done a soft reset and the problem still exists. Which of the following is the BEST step the user can take to fix this problem?

A. Perform a force stop
B. Reset to factory default
C. Upgrade to a larger battery
D. Close running apps

A

B. Reset to factory default

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17
Q

A user reports browsing the Internet is slow and an icon with a picture of a person with a headset keeps asking them to “click here for help.” The user has clicked on the icon to try to resolve the slowness but all that happens is the computer redirects them to a website to purchase software. Which of the following should be performed FIRST to resolve the issue?

A. Create a restore point
B. Run O/S updates
C. Train the user of malicious software
D. Identify the type of malware

A

D. Identify the type of malware

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18
Q

A technician receives a call regarding a PC’s slow performance. The client states that most applications are slow to respond; boot up and shutdown take much longer than they used to. Hard drive diagnostics pass, but there are error messages in the event viewer stating that the file system is corrupt. Which of the following should the technician do NEXT?

A. Reload the OS using FAT32 instead of NTFS.
B. Change the disk from basic to dynamic.
C. Run chkdsk with the /r switch and reboot the PC.
D. Open the defrag utility and run a drive analysis.

A

C. Run chkdsk with the /r switch and reboot the PC.

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19
Q

A technician has just fixed a user’s PC and successfully removed a virus and malware from the machine. Which of the following is the LAST thing the technician should do?

A. Educate the user regarding Internet browsing best practices
B. Update the anti-malware software on the user’s PC
C. Schedule scans and run updates
D. Enable system restore and create restore point

A

A. Educate the user regarding Internet browsing best practices

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20
Q

Ann, a user, states that after installing an update on her iPhone, the WiFi starts to malfunction. The WiFi icon is displaying that it has connectivity but she is still unable to browse. Which of the following could be the issue?

A. PRAM needs to be reset
B. iCloud is corrupted
C. The router needs to be rebooted
D. The upgrade needs to be uninstalled

A

A. PRAM needs to be reset

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21
Q

Joe, a user, returned yesterday from a trip where he utilized the GPS function of his mobile device. He now notices the battery is rapidly draining. Which of the following can Joe MOST likely do to resolve the issue without a loss of data?

A. Restart the mobile device.
B. Update the device’s firmware.
C. Uninstall the GPS-enabled app.
D. Readjust the location settings.

A

D. Readjust the location settings.

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22
Q

Joe, a user, has connected a tablet to his personal mobile hotspot device in a public location for Internet access. The device display indicates there are two connections instead of just one. Which of the following actions can he perform to prevent this unauthorized access to the device immediately? (Select TWO).

A. Change the SSID to a different broadcast name
B. Add the intruding device to a blocked access list
C. Access the intruder’s device and shut it down
D. Shut down the device until the intruder is no longer in the area
E. Set up a WiFi analyzer to identify the intruding device

A

A. Change the SSID to a different broadcast name

B. Add the intruding device to a blocked access list

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23
Q

Ann, a customer, reports that when she occasionally works in the office basement, her smartphone battery drains faster than normal and she has poor cellular reception. Which of the following is the reason for the fast battery drain?

A. Unpaired Bluetooth
B. Weak signal
C. Defective SD card
D. Malware

A

B. Weak signal

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24
Q

A technician suspects that a computer issue is caused by a failed NIC. Following the troubleshooting theory, which of the following is the NEXT step the technician should take?

A. Identify the problem
B. Document findings, actions and outcome
C. Verify full system functionality
D. Establish a theory of probable cause
E. Test the theory to determine cause
A

E. Test the theory to determine cause

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25
Q

Which of the following is the BEST license type to comply with end user licensing agreement (EULA) terms for commercial software used by multiple users in a corporate environment?

A. Commercial license
B. Enterprise license
C. Seat license
D. Open source license

A

B. Enterprise license

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26
Q

In preparation for an operating system upgrade, a technician is tasked with installing additional memory modules in a computer. Which of the following safety steps should be performed FIRST?

A. Use safety goggles
B. Remove jewelry
C. Put on an ESD strap
D. Disconnect power

A

D. Disconnect power

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27
Q

Which of the following explains why it is important to secure Personally Identifiable Information (PII)?

A. So phishing attacks are not launched against employees of the organization.
B. So sensitive information, such as corporate passwords, is not stolen.
C. So man-in-the-middle attacks are not launched against the organization.
D. So sensitive information, such as social security numbers, is not stolen.

A

D. So sensitive information, such as social security numbers, is not stolen.

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28
Q

A customer calls the help desk to report an issue. The customer suggests that the problem is hardware related, but the technician knows from the description that this is not the case. Which of the following is the BEST course of action for the technician?

A. Follow the customer’s prescribed course of action.
B. Convince the customer to take a better course of action to resolve the issue.
C. Explain why the customer’s prescribed course of action is incorrect.
D. Acknowledge the customer’s input, but follow another course of action.

A

D. Acknowledge the customer’s input, but follow another course of action.

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29
Q

A customer has made several trouble calls to the help desk and is very irate. The technician that receives the call has learned that the issue has not yet been resolved. The technician politely asks the customer to explain the issue, and learns that the problem needs to be escalated. Which of the following should the technician do once the problem has been escalated?

A. Communicate status with customer and ensure successful call transfer
B. Remain on the line until the issue is resolved
C. Inform the customer that the issue cannot be resolved at this level
D. Tell customer that patience will be needed

A

A. Communicate status with customer and ensure successful call transfer

30
Q

A customer is reporting a burning smell coming from a CRT monitor. Which of the following should be taken into consideration before attempting to resolve the customer’s issue?

A. Disconnect power before inspecting the CRT power supply
B. CRT monitors should be serviced by qualified personnel
C. Have compressed air available to clear out the debris
D. Wear safely goggles to protect from the cathodes

A

B. CRT monitors should be serviced by qualified personnel

31
Q

A technician has purchased a new surge protector to protect equipment in the production environment. The surge protector’s features safeguard the connected equipment by directing surges to the:

A. path of shortest conductance.
B. path of lowest inductance.
C. path of highest voltage.
D. path of least resistance.

A

D. path of least resistance.

32
Q

A new help desk technician receives a trouble call from a user. The issue is something the technician has never encountered before, and does not know where to begin troubleshooting. The FIRST course of action is for the technician to:

A. tell the customer the issue needs to be escalated to a higher tier technician.
B. ask the customer if they would mind holding for no more than two minutes to check resources.
C. tell the customer this is the first time encountering the issue and to please be patient.
D. ask the customer to please hold while a senior technician is consulted regarding the issue.

A

B. ask the customer if they would mind holding for no more than two minutes to check resources.

33
Q

A technician is working on a home theater PC in a location where the electrical system may not be properly grounded. As the technician is finishing the installation, which of the following should the computer technician do before connecting a cable TV line to a TV tuner card?

A. Perform self-grounding
B. Unplug the computer power cable
C. Use an ESD strap
D. Require the electrical system be brought up to code

A

B. Unplug the computer power cable

34
Q

When dealing with a difficult customer, which of the following is the BEST way to handle the situation?

A. Do not argue with the customer and/or be defensive
B. Use technical terms to assure customer confidence
C. Escalate the customer’s issue to a supervisor
D. Sympathize with the customer about issue

A

A. Do not argue with the customer and/or be defensive

35
Q

A technician troubleshooting a computer finds a faulty video card and needs to replace it. Which of the following safety procedures should be used to prevent damaging the new part?

A. Ground the computer and remove jewelry.
B. Self ground and handle the new card by the edges.
C. Place the computer on an ESD mat.
D. Attach an ESD strap to the new card during handling.

A

B. Self ground and handle the new card by the edges.

36
Q

A technician opens a customer’s computer and sees large amounts of accumulated dust. Which of the following is the BEST method of removing the dust from the computer?

A. Use compressed air to free the dust from the components and remove it with an ESD vacuum.
B. Dampen an ESD cloth with denatured alcohol and use it to gently wipe the dust away.
C. Use a shop vacuum with enough power to ensure all dust has been removed.
D. Remove as much dust as possible by hand and use compressed air to blow the rest out.

A

A. Use compressed air to free the dust from the components and remove it with an ESD vacuum.

37
Q

A technician has been given a PC that is not powering up. After brief troubleshooting, the technician comes to the conclusion the power supply needs to be replaced. Which of the following is the NEXT step in the process of performing the repair?

A. The technician should replace the power supply
B. The technician should review disposal regulations
C. The technician should check the environment
D. The technician should remove jewelry

A

D. The technician should remove jewelry

38
Q

A manager suspects a user has obtained movies protected by copyright using a torrent client. An incident response technician responds and verifies the user has indeed been violating company policy. Which of the following would be the next BEST step for this technician to perform?

A. Secure the workstation in a limited access facility.
B. Document the incident, purge all policy violating materials.
C. Immediately delete all unauthorized materials.
D. Reprimand the user and apply a content filter to their profile.

A

A. Secure the workstation in a limited access facility.

39
Q

A customer is experiencing issues with email and calls the help desk. The technician determines it would help clarify the issue if the customer agrees to share their desktop. Prior to establishing a Remote Desktop Assistance connection with a customer, a technician should ask the customer to:

A. close any items of a personal nature.
B. reboot the computer and log back in.
C. capture a screen-shot of the error message.
D. take steps to reproduce the error.

A

A. close any items of a personal nature.

40
Q

A user calls the help desk because a folder containing critical business files is missing from the local drive. The user is adamant that the folder was there the previous day, and cannot understand why it is gone. The technician views the properties of the parent folder and sees a back up listed on the “Prior Versions” tab. According to the theory of troubleshooting, which of the following is the technician’s NEXT step?

A. Establish a theory of probable cause
B. Establish a plan of action and implement the solution
C. Document findings, actions and outcomes
D. Verify full system functionality and implement preventive measures

A

A. Establish a theory of probable cause

41
Q

A newly deployed Windows PC cannot connect to the antivirus server on the local network for updates, but it can connect to other file servers and printers without issue. Which of the following is the MOST likely cause of this issue?

A. The PC’s Windows firewall is misconfigured
B. The PC has an incorrect IP address configured
C. The PC is on the wrong wireless network
D. The PC does not have remote assistance turned on

A

A. The PC’s Windows firewall is misconfigured

42
Q

Ann, an end user, receives a call from someone claiming to be from the help desk and asking for her username and password to prevent her email box from being deleted immediately. Which of the following BEST describes this type of attack?

A. Shoulder surfing
B. Man-in-the-middle
C. Social engineering
D. Ransomware

A

C. Social engineering

43
Q

Which of the following is the BEST option to prevent data breaches on lost mobile devices?

A. Install a locator application on the mobile device so that it can be traced.
B. Apply a restriction to lock the device after a certain number of failed login attempts.
C. Configure the device to remote wipe as soon as it is reported lost.
D. Utilize the fingerprint scanner and passcode for multifactor authentication.

A

C. Configure the device to remote wipe as soon as it is reported lost.

44
Q

A PC technician has been asked to verify certain Group Policies applied on a workstation. Which of the following commands should be run on the workstation?

A. extract
B. tasklist
C. gpupdate
D. gpresult
E. chkdsk
A

D. gpresult

45
Q

A user is configuring the email settings on a smartphone. Which of the following configurations will allow the user to synchronize email from multiple devices?

A. IMAP
B. S/MIME
C. POP3
D. SMTP

A

A. IMAP

46
Q

An end user receives an unsolicited and unencrypted email containing a co-workers birth date and social security number. The end user should immediately contact the IT department and report a violation of which of the following policies?

A. DRM
B. EULA
C. IRP
D. PII

A

D. PII

47
Q

Which of the following file formats does Android use for application installation?

A. .ipa
B. .api
C. .apk
D. .exe
E. .sdk
A

C. .apk

48
Q

A technician has decided to upgrade all users’ iPhones to the latest model. Which of the following is the FIRST thing the technician should advise the users to do with the old phones before turning them in?

A. Back up the mobile data with a cloud backup service.
B. Enable remote wipe to clear all personal and corporate data.
C. Go into the device settings to remove personal customizations.
D. Factory reset the old phones to ensure the data is no longer on the device.

A

A. Back up the mobile data with a cloud backup service.

49
Q

A technician has just installed a video card in a PC. The video card is not working, although it was working fine on the test bench. Which of the following Windows tools should the technician use to start troubleshooting the problem?

A. Task Manager
B. Device Manager
C. System Configuration
D. Computer Management

A

B. Device Manager

50
Q

A network administrator notices a new WiFi connection has appeared as a wireless network choice and is always at the top of the list. As a result, users are constantly trying to connect to the wrong network. Which of the following should the administrator do to correct this issue?

A. Adjust the wireless router antennas to 90 degrees clockwise from the current position.
B. Ask the new wireless network owner to adjust the radio power level so it is listed below the company’s network.
C. Set all of the WiFi users’ wireless profiles to automatically connect to the company network.
D. Change the company’s channel to a lower number than the new network’s channel.

A

C. Set all of the WiFi users’ wireless profiles to automatically connect to the company network.

51
Q

Which of the following is a security threat that disguises itself as legitimate software?

A. Trojan
B. Worm
C. Virus
D. Spyware

A

A. Trojan

52
Q

A technician is called into the office during a thunderstorm. Users are reporting that machines are intermittently powering off. Which of the following will BEST prevent user data loss?

A. Auto save
B. A surge protector
C. An ESD mat
D. A UPS

A

D. A UPS

53
Q

A customer reports very slow wireless connection speeds in the new office. Which the following tools should a technician use to troubleshoot the issue?

A. WiFi analyzer
B. Loopback plug
C. Signal booster
D. Packet sniffer

A

A. WiFi analyzer

54
Q

A user is experiencing a software application error. The user contacts a technician for support. Which of the following will allow the user to issue an invitation to the technician in this scenario?

A. Remote desktop
B. Remote assistance
C. telnet
D. FTP

A

B. Remote assistance

55
Q

A client reports a laptop does not power on after a lightning storm. The technician diagnoses the problem as being a faulty motherboard. after replacing the motherboard and booting the laptop, the screen remains black, although the laptop displays an image on an external monitor. Which of the following would be the technician’s NEXT step?

A. Communicate the findings to the client and offer replacement options.
B. Explain how to use the laptop with an external monitor and offer to set it up.
C. Contact the sales department and provide a quote for a new motherboard.
D. Document the repair process and provide a detailed report to the client.

A

A. Communicate the findings to the client and offer replacement options.

56
Q

The general manager installed a popular archive utility. Antivirus software flagged the software because it was also exhibiting malicious behavior. This is an example of which of the following?

A. Rootkit
B. Trojan
C. Spyware
D. Worm

A

B. Trojan

57
Q

Which of the following provide the MOST security for PCs and mobile devices? (Choose two.)

A. Access control lists
B. Multifactor authentication
C. Organizational unit
D. Trusted software sources
E. Pre-shared key
A

D. Trusted software sources

58
Q

A technician starts hard drive transfers in a SOHO that will take up to 16 hours to complete. Immediately after starting the transfers, the technician gets warning of a hurricane that will occur overnight. Which of the following is the BEST action to complete before leaving the office?

A. Turn off the monitors and printers so they do not overheat
B. Unplug the computers, but keep the hard drive transfer running
C. Call the power company to turn off any power coming to the office
D. Ensure the surge suppressors and devices are unplugged from the power sockets

A

D. Ensure the surge suppressors and devices are unplugged from the power sockets

59
Q

A technician creates a GPO, tests it in a test environment, and deploys it company-wide. After deployment, the accounting department does not seem to be receiving the GPO. The technician suspects another GPO that was specifically deployed to the accounting department is overriding the newly deployed GPO. Which of the following command line tools should the technician use to verify this suspicion in this situation?

A. nbtstat
B. gpresult
C. nslookup
D. gpupdate
E. tasklist
A

B. gpresult

60
Q

A customer has just experienced a blue screen and the PC will not boot. A technician is dispatched to the customer’s site. Which of the following are the FIRST and LAST steps the technician should take? (Choose two.)

A. Test the theory to determine the cause
B. Document the findings
C. Establish a plan of action to resolve the problem and implement a solution
D. Identify the problem
E. Verify full system functionality and implement applicable preventive measures
F. Establish a theory of probable cause

A

B. Document the findings

D. Identify the problem

61
Q

A user purchases a new Android smartphone. After downloading an application from a third-party app store, the user consults a technician about additional applications that have installed automatically. Which of the following BEST explains what has happened?

A. Unauthorized location tracking
B. Unauthorized camera activation
C. Unauthorized account access
D. Unauthorized root access

A

D. Unauthorized root access

62
Q

A user’s smartphone is getting a very weak signal from the service provider. One day the user notices the phone has full bars and the signal strength has inexplicably increased. Which of the following tools should be used to verify the user is connecting to a legitimate signal from the phone service provider?

A. WiFi analyzer
B. Cell tower analyzer
C. Spectrum analyzer
D. Packet analyzer

A

B. Cell tower analyzer

63
Q

A technician is troubleshooting a PC that has been running slow. The technician looks at the resource utilization and notices the user has many programs open. When attempting to open another program, the technician receives a message indicating there are insufficient resources. Which of the following should the technician do to troubleshoot the issue?

A. Terminate the running processes
B. Increase the page file size
C. Renew the network connection
D. Run chkdsk

A

A. Terminate the running processes

64
Q

A company has a web application that is in the cloud on a multi-tenant server. The web application is connected to a database that is also in the cloud.
Which of the following cloud computing concepts does this describe?

A. IaaS
B. PaaS
C. SaaS
D. DaaS

A

B. PaaS

65
Q

A small office owner has asked a technician to ensure all users in the office have the ability to access the wireless network but that the network is not accessible outside the building. Which of the following should the technician recommend? (Choose two.)

A. Change the static IP addresses
B. Change the antenna placement
C. Change the default SSID
D. Change the radio power level
E. Change the encryption type
F. Change the content filtering settings
A

B. Change the antenna placement

D. Change the radio power level

66
Q

A technician for an enterprise company is determining the best method to keep the organization’s Windows PCs up to date with OS security patches. Which of the following options would be MOST appropriate to deploy?

A. Invest in a server solution to deploy virtual hosted desktops for all users
B. Enable Windows updates to be installed manually by users
C. Validate OS security patches in a test environment before pushing them to user machines
D. Outsource OS security patch management to a third-party solution provider

A

C. Validate OS security patches in a test environment before pushing them to user machines

67
Q

A user who is running Windows XP calls a technician to upgrade the computer to a newer Windows OS. The user states the computer has only 1GB of RAM and 16GB of hard drive space with a 1.7GHz processor. Which of the following Oss should the technician recommend to ensure the BEST performance on this computer?

A. Windows 7
B. Windows 8
C. Windows 8.1
D. Windows 10

A

A. Windows 7

68
Q

A technician is troubleshooting an application install on a Linux PC and cannot install the application. Which of the following would be the BEST tool for the technician to use to install the application?

A. pwd
B. su
C. sudo
D. ls
E. sfc
A

C. sudo

69
Q

The network administrator is investigating latency on a WiFi network. The administrator discovers a number of unidentified devices connected and wishes to limit access to only authorized users. Which of the following will BEST meet the requirement?

A. Assign static IP addresses
B. Enable MAC filtering
C. Disable SSID broadcast
D. Limit the DHCP scope

A

B. Enable MAC filtering

70
Q

A user has changed the MAC address of a laptop to gain access to a network. This is an instance of:

A. spoofing
B. brute force
C. man-in-the-middle
D. a botnet

A

A. spoofing

902 Exam Test (5 decks)

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