Test questions Flashcards

Question 1

Q

The printer in the accounting department has stopped all printing
processes. The print queue shows seven jobs in the queue waiting
to be printed. Which of the following would be the BEST next
troubleshooting step?
❍ A. Send a test job to the printer and move it to the top of the queue
❍ B. Restart the printer’s spooler
❍ C. Install an updated version of the printer driver
❍ D. Delete everything in the queue and resend the print jobs

Answer

A

Restart the printer’s spooler
The print spooler is the software responsible for storing print jobs and
sending them to the printer. If the printer spooler has failed or has
stopped, then none of the print jobs will be sent to the printer.

Question 2

Q

A system administrator has connected an external USB drive to a
computer to transfer some documents. When booting the computer, the
system tries to boot from the external drive and gives an error message.
Which of the following would be the BEST way to prevent the USB drive
from booting?
❍ A. Modify the BIOS to boot from the internal hard drive
❍ B. Modify the boot order in Windows Disk Management
❍ C. Rebuild the MBR on the external hard drive
❍ D. Disable the external drive in Device Manager

Answer

A

Modify the BIOS to boot from the internal hard drive
The boot order is managed in the system BIOS, and one way to avoid the
computer from attempting to boot from an external storage device is to
move the internal drive to have a higher boot priority

Question 3

Q

A user’s print jobs to a new multifunction printer produce pages of
garbled text, but jobs from other users are printing normally. Which of the
following would be the MOST likely reason for this issue?
❍ A. Printer driver specifies secured prints
❍ B. Faulty network cable
❍ C. Print driver is configured for PCL
❍ D. Application is not authorized to print

Answer

A

. Print driver is configured for PCL
The page description language configured in a printer driver must match
the language on the printer. If a device prints to a PostScript printer using
Hewlett-Packard’s PCL (Printer Command Language), the output will
appear garbled and unreadable.

Question 4

Q

A network connection in a conference room was installed years ago, and
there’s no documentation for the cable run. Connecting a device to the
cable results in a successful Ethernet connection, so the other end of
the cable should terminate somewhere in the wiring closet. Which of
these tools would be the best choice to find the other end of the network
connection?
❍ A. Cable tester
❍ B. Tone generator
❍ C. Multimeter
❍ D. Crimper

Answer

A

Tone generator
A tone generator is used to produce an analog tone on the cable, and an
inductive probe is used to “listen” for the tone on the other end of the
cable

Question 5

Q

A network administrator has received a ticket complaining of port
flapping on an Ethernet switch. Which of the following would be the
MOST likely reason for this issue?
❍ A. Firewall rule is blocking traffic
❍ B. Faulty crimp on an Ethernet connector
❍ C. Excessive jitter measurements
❍ D. Duplex mismatch

Answer

A

Faulty crimp on an Ethernet connector
Port flapping describes a network interface that constantly transitions
between connected and disconnected. This can sometimes be related
to software or firmware, but is most likely associated with a hardware
issue. For example, a faulty cable or connector could cause intermittent
connectivity and create a flapping Ethernet port.

Question 6

Q

A user has powered on their computer and received the message
“Operating system not found.” A check of the system shows that the
SATA drive cables are properly connected. Which of the following would
be the NEXT best troubleshooting step?
❍ A. Boot to Safe Mode
❍ B. Replace the boot drive
❍ C. Restore from a known good backup
❍ D. Check for removable drives

Answer

A

. Check for removable drives
If a USB (Universal Serial Bus) storage device is connected to a computer
and the BIOS (Basic Input/Output System) is checking USB devices
before the primary storage drive, the “Operating system not found” error
could appear with some USB devices. To avoid this error, the boot order in
the BIOS can be changed, or the USB device can be disconnected during
the boot process and reconnected after the operating system has started.

Question 7

Q

A user is having an issue with a smartphone battery bulging and
physically pushing the screen away from the phone. The rest of the phone
appears to be operating normally. Which of the following should be the
BEST next troubleshooting step?
❍ A. Power off the phone and contact support
❍ B. Upgrade to the latest OS version
❍ C. Replace the screen
❍ D. Perform a factory reset

Answer

A

Power off the phone and contact support
A swollen battery indicates damage to the battery and could potentially
be a fire hazard. The phone should be powered down and the damaged
battery should be removed by a trained smartphone support technician.

Question 8

Q

A client’s laptop appears to boot normally, but nothing ever appears on
the LCD. After closer inspection, you notice the output is visible but it’s
too faint to clearly see anything. What is the MOST likely cause of
this issue?
❍ A. Video card
❍ B. Inverter
❍ C. Video driver
❍ D. Power adapter

Answer

A

he Answer: B. Inverter
The inverter powers the CCFL (Cold Cathode Fluorescent Lamp) LCD
(Liquid Crystal Display) backlight, allowing you to easily view the pixels
on the display. Most newer laptops will use LED (Light Emitting Diode)
backlights with existing DC (Direct Current) power and these LED lights
don’t require an inverter.

Question 9

Q

. A graphics designer is experiencing increasing delays when accessing files
on her hard drive. The user maintains a daily backup of all data on the
drive. Which of these would be the BEST next troubleshooting step for
this issue?
❍ A. Reinstall Windows
❍ B. Perform a hard drive diagnostic
❍ C. Restore from the daily backup
❍ D. Boot to Safe Mode

Answer

A

Perform a hard drive diagnostic
Before making any changes, it would be useful to gather more information
about this problem. A hardware diagnostic would determine if the hard
drive itself is working properly. If the hard drive is operating normally, the
troubleshooting process can then shift to the operating system
and software.

Question 10

Q

Which of the following would be MOST likely found on an optical disc?
❍ A. Document archive
❍ B. Operating system boot files
❍ C. RAID parity files
❍ D. BIOS configurations

Answer

A

Document archive
An optical disc such as a DVD-ROM (Digital Versatile Disc - Read Only
Memory) has the advantage of a relatively large storage area and the ability
to write once and never worry about an accidental deletion. The storage of
documents and other files is a common use of optical discs.

Question 11

Q

When a user starts their computer, the screen remains blank and the
computer beeps twice. Which of these would be the MOST likely cause
of this issue?
❍ A. The boot device is not connected
❍ B. The memory is faulty
❍ C. The operating system has become corrupted
❍ D. The PC is infected with malware

Answer

A

The memory is faulty
The POST (Power On Self Test) is the initial hardware check during the
startup process. If a major hardware component is faulty, the computer will
beep and a message will be displayed on the screen. If the issue is related
to a critical component, the computer will not be able to display a message
on the screen and instead will beep a certain number of times as a code to
specify the error

Question 12

Q

A firewall is configured to block email transfers from a remote server.
Which of the following ports is the firewall blocking?
❍ A. 443
❍ B. 22
❍ C. 23
❍ D. 25

Answer

A

25
Port 25 is used by SMTP (Simple Mail Transfer Protocol) to send email
messages from devices and transfer those messages between SMTP email
servers.

Question 13

Q

A technician is connecting a laptop to an LCD projector in a conference
room. The display on the laptop works properly, but the projector image
is constantly flickering and pixelating. The technician has modified the
resolution and refresh rates, but the projector image continues to flicker.
Which of the following would be the BEST next troubleshooting step?
❍ A. Replace the video cable
❍ B. Disable the laptop display
❍ C. Replace the projector bulb
❍ D. Power cycle the projector

Answer

A

Replace the video cable
A display issue associated with flickering and poor video quality would
commonly point to the connection between the video adapter and the
display device. In the case of an LCD (Liquid Crystal Display) projector,
there’s sometimes a very long (and very worn) cable that can cause signal
issues to show on the projected image.

Question 14

Q

The stylus on a Windows tablet will no longer interact with the user
interface. Which of these would be the MOST likely cause of this issue?
❍ A. Digitizer
❍ B. Backlight
❍ C. Contrast
❍ D. Inverter

Answer

A

Digitizer
The digitizer is the component in a touch screen to convert analog input
from a fingerprint or stylus into a digital input. If the digitizer is having an
issue, then problems will occur with any direct screen input.

Question 15

Q

A user in the accounting department needs to print a form on the laser
printer on both sides of the page. Which of the following options should
be configured in the accounting software?
❍ A. Collate
❍ B. Orientation
❍ C. Duplex
❍ D. Resolution

Answer

A

Duplex
The duplex setting prints the output on both sides of the page, and a
printer that supports duplexing will flip the page over without any manual
intervention from the user.

Question 16

Q

A user needs to connect their laptop to the wired Ethernet network, but
the laptop does not have an integrated Ethernet interface. Which of the
following would allow the laptop to connect to an Ethernet network?
(Pick TWO)
❍ A. Docking station
❍ B. VGA interface
❍ C. USB to Ethernet adapter
❍ D. DisplayPort to HDMI cable
❍ E. DVI to HDMI adapter
❍ F. Bluetooth

Answer

A

A. Docking station
C. USB to Ethernet adapter
There are a few options for creating a wired Ethernet connection on a
laptop computer. Using a docking station is a common solution to provide
many different interfaces, and docking stations often include the option
to install a full-size PCI Express (Peripheral Component Interconnect
Express) adapter. A USB (Universal Serial Bus) to Ethernet adapter is a
simpler solution that only provides an Ethernet interface, but it’s much
more portable than a docking station.

Question 17

Q

A server administrator has received an alert showing one drive in a
RAID 1 array has failed. Which of the following would be the best way
to resolve this alert?
❍ A. Replace the bad drive and resync the array
❍ B. Replace all drives in the array and resync the array
❍ C. Replace the bad drive and restore from backup
❍ D. Convert the array to RAID 0 and replace the drive
❍ E. Replace all drives in the array and restore from backup

Answer

A

Replace the bad drive and resync the array
A RAID 1 (Redundant Array of Independent Disks, level 1) array is a
mirrored array, which means all of the information on one physical drive is
also copied and maintained on a separate drive. If one drive fails, the drive
with the redundant data continues to be available. To repair the array, the
bad drive needs to be replaced and the data from the redundant drive is
synchronized to the new drive.

Question 18

Q

A system administrator is building a server for a data center in another
country. The server will manage a print queue and provide a local storage
partition for temporary file transfers. Which of the following power
supply specifications will be the MOST important for this server?
❍ A. Voltage input options
❍ B. Number of PCIe connectors
❍ C. Modular cabling
❍ D. Fan noise rating

Answer

A

Voltage input options
Connecting to the power source in a different country is an important
consideration when selecting a power supply. If the voltage specifications
are incorrect, the server may not operate at all or components in the
server may be damaged. Servers using auto-switching power supplies are
compatible with the power systems in other countries.

Question 19

Q

Which of the following ports are used for file transfers? (Select TWO)
❍ A. 21
❍ B. 110
❍ C. 25
❍ D. 23
❍ E. 20
❍ F. 53

Answer

A

A. 21 and E. 20
FTP (File Transfer Protocol) is a standard method of transferring files
across different operating systems. FTP uses TCP (Transmission Control
Protocol) port 21 for control messages and port 20 to transfer data.

Question 20

Q

Which of these technologies do not require a backlight to provide a
viewable display?
❍ A. LCD
❍ B. IPS
❍ C. OLED
❍ D. LED

Answer

A

OLED
An OLED (Organic Light Emitting Diode) display emits light when a
current is provided to an organic compound. A backlight would not be
necessary with an OLED display.

Question 21

Q

A system administrator has tripped over an Ethernet cable and the cable’s
RJ45 connector has broken. Which of the following should be used to
resolve this issue?
❍ A. Punch-down tool
❍ B. Tone generator and probe
❍ C. Cable tester
❍ D. Crimper

Answer

A

Crimper
A crimper is used to attach a modular connector to a cable. In this
example, a new connector can be reattached to the cable using an RJ45
(Registered Jack type 45) crimper.

Question 22

Q

A network administrator is troubleshooting a network outage, and
she believes the issue is related to a bad switch. The old switch is then
replaced with a newer model and the cabling is moved to the new switch.
Which of the following should be the NEXT troubleshooting steps?
(Choose TWO)
❍ A. Test the theory
❍ B. Verify full system functionality
❍ C. Establish a plan of action
❍ D. Identify the problem
❍ E. Document the findings

Answer

A

B. Verify full system functionality, and
E. Document the findings
Once the theory has been tested, a plan of action has been determined,
and the plan has been implemented, it’s important to verify that full
system functionality has been restored. After all of this work, it’s useful to
document the problem, the proposed solutions, and the ultimate fix. This
problem might occur again, and it would be useful to have documentation
on the issue.

Question 23

Q

A newly installed MFD provides an option to “scan to SMB.” Which of
the following would BEST describe this feature?
❍ A. Print jobs can be sent from mobile devices
❍ B. All scans are checked for malware
❍ C. Files are stored on a Microsoft share
❍ D. Documents are scanned from the cloud

Answer

A

Files are stored on a Microsoft share
SMB (Server Message Block) is the protocol used by Microsoft operating
systems to share files, print jobs, and other information between other
Microsoft OS devices. Many MFDs (Multifunction Devices) can scan a
document and store the scanned file on a central network share
using SMB.

Question 24

Q

What type of device connects multiple computers to the network, but
becomes less efficient as network traffic increases?
❍ A. Switch
❍ B. Hub
❍ C. Repeater
❍ D. Router

Answer

A

Hub
A hub operates as a multi-port repeater, where incoming traffic is
repeated to every other port in the hub. If more than one device attempts
to communicate at the same time, these conflicting signals are called a
collision. Each time a collision occurs, the sending devices have to stop
transmitting, wait a random amount of time, and try sending the traffic
again. If many devices are sending large amounts of data, the overall
network efficiency will decrease as the number of collisions increase.

Question 25

Q

In which of the following would a Lightning cable MOST likely be used?
❍ A. Connect a server to a display monitor
❍ B. Increase the available memory of a device
❍ C. Remotely control a mobile device
❍ D. Charge a mobile device

Answer

A

Charge a mobile device
The Lightning interface is a proprietary interface used exclusively
on mobile devices from Apple. The Lightning interface is a common
connection for data transfers and power charging for many Apple mobile
devices.

Question 26

Q

A network administrator would like to enable DHCP on a laptop, but
they would like the same IP address to be assigned to the laptop each
time it starts. Which of the following would provide this functionality?
❍ A. Create an IP reservation on the DHCP server
❍ B. Administratively configure the laptop’s MAC address
❍ C. Use APIPA addressing
❍ D. Assign the laptop to a static IP VLAN

Answer

A

Create an IP reservation on the DHCP server
A DHCP (Dynamic Host Configuration Protocol) server will
automatically assign IP (Internet Protocol) addresses to devices on the
network from an available pool. This means that the IP address for a
device may change over time based on the addresses currently available
in the pool. To force the same IP address assignment each time, the
network administrator can create an IP reservation in the DHCP server
to associate a specific IP address to the MAC (Media Access Control)
address of the laptop.

Question 27

Q

A user is complaining about slow network performance from their
workstation. A network technician checks the data closet and finds the
wires are not properly seated in the 110 block. Which of the following
should the technician use to correct this issue?
❍ A. Crimper
❍ B. Multimeter
❍ C. Punch-down tool
❍ D. Cable tester

Answer

A

Punch-down tool
A punch-down tool is used to firmly “punch” a wire into a wiring block.
These blocks are usually located in a wiring closet or on a patch panel.

Question 28

Q

A user has just connected to a new wireless network, but they cannot view
any Internet web sites. Their network configuration shows the IP address
as 169.254.228.109, the subnet mask is 255.255.0.0, and they have not
been assigned a default gateway. Which of these is the MOST likely
cause of this issue?
❍ A. The subnet mask is not correct
❍ B. The Internet provider is experiencing a temporary outage
❍ C. The DHCP server is down
❍ D. The wireless adapter is not working properly

Answer

A

The DHCP server is down
If a DHCP (Dynamic Host Configuration Protocol) server is not
responding, the local workstation will configure itself with an APIPA
(Automatic Private IP Addressing) address. The usable APIPA addresses
range between 169.254.1.0 through 169.254.254.255. An APIPA address
is a link-local address, so network communication is limited to the local
IP subnet.

Question 29

Q

A help desk technician needs to use different Windows versions to
study for an industry certification exam. The technician currently uses
a Windows desktop computer with 4 GB of RAM and a 750 GB free
on the hard drive. Which of the following would be the BEST way to
perform this task? (Choose TWO)
❍ A. Install a second monitor
❍ B. Install an additional hard drive
❍ C. Create a Windows Recovery Environment boot drive
❍ D. Upgrade the system RAM
❍ E. Install Windows guest VMs

Answer

A

D. Upgrade the system RAM, and
E. Install Windows guest VMs
The easiest way to use multiple operating systems on a single machine
is to run them as virtual machines. Although 750 GB (Gigabytes) is
plenty of storage space for multiple virtual machines, the 4 GB of RAM
(Random Access Memory) on the host computer is too small to support
multiple Windows operating systems at the same time. Once the memory
upgrade is complete, it’s a relatively easy process to install the guest virtual
machines on the existing hard drive.

Question 30

Q

While configuring a new workstation in the lab, one of the engineers
recommends using 255.255.255.0. What part of the configuration is this
associated with?
❍ A. Default gateway
❍ B. Subnet mask
❍ C. DNS server
❍ D. IP address

Answer

A

Subnet mask
Subnet masks are used by a device to determine what subnet it’s connected
to. Subnet masks are a series of binary ones that are used to “mask” the
subnet address from the host address. Instead of representing this mask
in binary, it’s almost always shown in decimal form. Common decimal
representations of subnet mask start with 255, such as 255.255.255.0.

Question 31

Q

Which of the following BEST describes a Bluetooth network?
❍ A. PAN
❍ B. WAN
❍ C. LAN
❍ D. MAN

Answer

A

PAN
A PAN (Personal Area Network) is designed for a small area and usually is
associated with an individual. Bluetooth devices such as headsets, speakers,
and automobile connections are considered PANs.

Question 32

Q

Sam, a user in the accounting department, is migrating from Android to
iOS. She would like all of her emails, contact lists, and calendar events to
be moved to her new phone. Which of the following would be the BEST
way to accomplish this task?
❍ A. Use a Windows-based migration tool
❍ B. Save the Android phone data as a CSV file
❍ C. Connect the new phone to the corporate Microsoft 365 service
❍ D. Use a USB-to-Lightning cable

Answer

A

Connect the new phone to the corporate Microsoft 365 service
Microsoft 365 manages email, calendar events, and contact information in
a single database. Using this central database, Microsoft 365 can be used to
synchronize all of this information to both iOS and Android smartphones.

Question 33

Q

A user’s smartphone shows a black screen and does not respond to any
screen taps or button presses. A check of the SIM card shows a red label
but no physical damage. Which of the following is the MOST likely
reason for these issues?
❍ A. Overheating
❍ B. Digitizer failure
❍ C. Liquid damage
❍ D. Invalid SIM card

Answer

A

Liquid damage
Most smartphones and tablets include a liquid contact indicator
(LCI). This indicator is usually white, and it can often be seen without
disassembling the device. If the LCI turns pink or red, the device has been
in close contact with liquid.

Question 34

Q

A server administrator has been asked to configure the storage
requirements for a new database server. The database owner requires the
fastest performance and redundancy if a single drive fails. The storage
array should support at least 8 TB of available space. Which of the
following options would be the BEST choice?
❍ A. RAID 10 with 5,400 RPM, 8 TB drives
❍ B. RAID 5 with 10,000 RPM, 5 TB drives
❍ C. RAID 1 with 7,200 RPM, 8 TB drives
❍ D. RAID 0 with 15,000 RPM, 5 TB drives

Answer

A

RAID 5 with 10,000 RPM, 5 TB drives
The question is focused on three requirements; performance, drive space,
and redundancy. This option provides the highest number of RPMs
(Revolutions Per Minute), RAID 5 (Redundant Array of Independent
Disks) redundancy, and drives with enough combined storage to support
more than 8 TB (terabytes) of drive space.

Question 35

Q

A user would like to access email from their Windows 10 laptop using a
smartphone’s Internet connection. Which of these technologies needs to
be enabled on the laptop?
❍ A. LTE
❍ B. 802.11
❍ C. NFC
❍ D. IR

Answer

A

802.11
802.11 wireless connections can be used to access a smartphone configured
as an Internet hotspot. The laptop will communicate to the smartphone
over 802.11, and the smartphone is used to connect to resources on
the Internet.

Question 36

Q

A system administrator needs to upgrade a laptop from a hard drive to an
SSD. Which of the following would provide the most efficient method of
upgrading this system?
❍ A. Create an image of the hard drive and restore to the SSD
❍ B. Install a new Windows license and application files on the SSD
❍ C. Backup all user documents and copy them to another computer
❍ D. Compress the home directory and upload it to cloud storage

Answer

A

Create an image of the hard drive and restore to the SSD
A system image contains everything on the storage drive, so the restored
system will have the same operating system, configuration options, user
documents, and installed applications as the original system.

Question 37

Q

. A new employee has been assigned a corporate smartphone, but the
camera and the installation of third-party apps has been disabled. Which
of the following is the MOST likely reason for these issues?
❍ A. The smartphone is out of storage space
❍ B. The smartphone OS needs to be upgraded
❍ C. An MDM has disabled the features
❍ D. The smartphone hardware is faulty

Answer

A

An MDM has disabled the features
An MDM (Mobile Device Manager) can enable or disable effectively any
feature on the smartphone, including the camera and the app installation
process

Question 38

Q

A system administrator is using a maintenance kit on a
network-connected laser printer. Which of the following should be the
LAST step when performing this maintenance?
❍ A. Examine the feed rollers
❍ B. Wait until the fuser unit cools down and replace it
❍ C. Reset the page counter
❍ D. Replace the power cord

Answer

A

Reset the page counter
The page counter is a helpful metric to determine how much the printer
is used, which in turn determines when the next maintenance should be
scheduled. After performing the current maintenance cycle and verifying
the printer’s operation, the page counter should be reset so the next
maintenance time-frame can be properly estimated.

Question 39

Q

An application developer needs to test an application across all of the
operating systems used by the company. Each operating system will be
tested individually in a lab environment. The company would like to
minimize any additional hardware purchases for this project. Which of
the following would be the BEST way to test this application?
❍ A. Purchase a system that is configured just above the hardware
requirements for the highest-end operating system. Create separate
VMs for each operating system.
❍ B. Purchase individual test computers that match the hardware
requirements for each OS. Install different operating systems on
each test computer.
❍ C. Designate existing user workstations to be used as testing systems.
Run all application tests during non-working hours.
❍ D. Purchase a system that matches the minimum hardware
requirements for the highest-end operating system. Create a system
image for each operating system and reimage the computer
between tests.

Answer

A

Purchase a system that is configured just above the
hardware requirements for the highest-end operating system. Create
separate VMs for each operating system.
Creating virtual machines for these tests would be a great way to
minimize hardware costs, and the machine used for the testing should be
able to properly virtualize the testing OS while the host OS is running.
Purchasing a system that is slightly more powerful than the highest-level
operating system configuration should cover any technical requirements.

Question 40

Q

Which wireless standard can operate in the 5 GHz band and provides
approximately 10 Gbit/sec of throughput?
❍ A. 802.11ac
❍ B. 802.11g
❍ C. 802.11ax
❍ D. 802.11n

Answer

A

802.11ax
The 802.11ax standard, or Wi-Fi 6, can operate in either the 2.4 GHz or
the 5 GHz band, and the maximum theoretical throughput is nearly 10
gigabits per second.

Question 41

Q

A user in the manufacturing department reports that every page printed
from the central networked laser printer has a single black line extending
from the top of the page to the bottom. Which of the following is the
MOST likely cause of this issue?
❍ A. The fuser is damaged
❍ B. The printer language is not properly configured
❍ C. The photosensitive drum is damaged
❍ D. The toner is low

Answer

A

The photosensitive drum is damaged
A scratched photosensitive drum would cause a line to appear down the
printed page as the toner sticks to the scratched part of the drum. Some
printers allow individual drums to be replaced, and others require the
entire toner cartridge with drum to be replaced. Once the scratched drum
is replaced, the black line will no longer appear on the printer output.

Question 42

Q

Which mobile device connection is commonly used for making payments
at a store checkout?
❍ A. NFC
❍ B. DB-9
❍ C. Cellular
❍ D. Bluetooth

Answer

A

NFC
NFC (Near Field Communication) is designed to transfer small amounts
of data wirelessly over a limited area. It’s common to use a smart phone or
smart watch with a credit card terminal to pay for goods or services.

Question 43

Q

A company hosts a cloud-based application which includes redundant
servers located in different data centers around the world. Which of the
following cloud computing characteristics would BEST describe this
application design?
❍ A. Rapid elasticity
❍ B. High availability
❍ C. Non-metered
❍ D. Desktop as a Service

Answer

A

High availability
If a single server fails, there are other servers available in different data
centers for clients to access. This high availability ensures the services are
always available to the users.

Question 44

Q

When printing a document on a laser printer, a user finds that all of the
text on the page smears when touched. What is the MOST likely cause
of this issue?
❍ A. Fuser is damaged
❍ B. Toner cartridge is low
❍ C. Photosensitive drum has been scratched
❍ D. Incorrect printer driver is installed
❍ E. Printer cleaning process is not working

Answer

A

Fuser is damaged
The fuser permanently melts the toner to the paper using heat and
pressure. If the fuser is not working, the toner will easily smear when
touched.

Question 45

Q

A manager’s computer is able to connect to Internet sites while in
conference rooms or in the building courtyard. When the laptop is
brought back to the manager’s desk and placed into the docking station,
the Internet access is unavailable but all other features are working.
Which of the following should be the FIRST troubleshooting task for
this issue?
❍ A. Replace the docking station power supply
❍ B. Upgrade the laptop BIOS
❍ C. Replace the docking station
❍ D. Check the docking station network cable

Answer

A

Check the docking station network cable
The Internet access on the laptop appears to be working properly on the
wireless network, but the docking station connection would use a wired
Ethernet connection. If everything else is working properly, then the issue
would most likely be associated with the Ethernet interface in the
docking station.

Question 46

Q

A company is developing an internal application for smartphones and
tablets. Which of the following would improve the security of the
application’s logon process?
❍ A. Data caps
❍ B. Two-factor authentication
❍ C. Bluetooth pairing
❍ D. NFC

Answer

A

Two-factor authentication
Two-factor authentication requires multiple factors to complete the
logon process. For example, a password (something you know) might be
combined with a fingerprint (something you are) to properly authenticate
users to the application.

Question 47

Q

Which of the following would be MOST associated with an IoT device?
❍ A. Multithreading
❍ B. ARM
❍ C. Virtualization support
❍ D. ECC RAM

Answer

A

ARM
An ARM (Advanced RISC Machine) processor architecture provides
efficient processing, less power, and less heat than other processor types.
This efficiency makes ARM a common choice for mobile and IoT
(Internet of Things) devices.

Question 48

Q

What is the minimum category of unshielded copper cable for
a 10 gigabit per second Ethernet link with a fifteen meter distance?
❍ A. Category 5
❍ B. Category 6
❍ C. Category 5e
❍ D. Category 6A

Answer

A

Category 6
The physical characteristics of networking cables are separated into
categories. An unshielded category 6 cable can support a ten gigabit per
second 10GBASE-T network to a distance of fifty-five meters.

Question 49

Q

An engineer has manually configured IP addresses for a small office
that uses a cable modem for Internet connectivity. However, none of the
devices configured with a manual IP address are able to browse Internet
websites. All devices are connected to the cable modem with twisted-pair
Ethernet cables. This is the configuration of one device:
IP address: 192.168.1.7
Subnet mask: 255.255.255.0
Default gateway: 192.168.1.1
DNS: 192.168.1.7
The engineer can successfully ping the local IP address and the
default gateway address. Which of the following should be the NEXT
troubleshooting step?
❍ A. Check for duplicate IP addresses
❍ B. Replace the Ethernet cable
❍ C. Check the DNS configuration
❍ D. Replace the cable modem

Answer

A

Check the DNS configuration
One of the most noticeable IP (Internet Protocol) configuration settings
was the DNS (Domain Name Service) server IP address set to the same
IP address the local device. Since DNS servers are commonly separate
devices, it would be unusual to see a DNS configured with the same IP
address of the local device. The next step should be to confirm the DNS
settings with the local network administrator.

Question 50

Q

A user in a remote office is connecting a device using an F-connector.
Which of the following would be MOST likely associated with this
connection?
❍ A. Cable modem
❍ B. Switch
❍ C. Punchdown block
❍ D. DSL modem

Answer

A

Cable modem
A cable modem is commonly associated with a coaxial cable input using
an F-connector. The output from the cable modem commonly uses an
RJ45 Ethernet connector.

Question 51

Q

A user in the accounting department has turned on their computer and
received the message “Date and Time not set.” Which of the following
would be the MOST likely reason for this message?
❍ A. The motherboard battery has discharged
❍ B. Windows update has rebooted the computer
❍ C. Daylight Saving Time occurred during the weekend
❍ D. The BIOS was just upgraded

Answer

A

The motherboard battery has discharged
The battery on a motherboard is used to maintain the date and time
configuration when the computer is not connected to a power source. If
the battery has discharged, the computer will not be able to maintain the
proper time and an error message will appear during startup.

Question 52

Q

A user in the accounting department is connecting to their monitor using
HDMI. The video appears normal, but the user does not hear any audio
through the monitor’s speakers. Which of the following would be the two
MOST likely reasons for this audio issue? (Select TWO)
❍ A. Video output does not match the native resolution
❍ B. Audio controls are muted
❍ C. Not enough bandwidth for audio
❍ D. Internet connectivity is unavailable
❍ E. OS is not configured for HDMI audio output
❍ F. Display has a dead pixel

Answer

A

B. Audio controls are muted, and
E. OS is not configured for HDMI audio output
If the audio controls are muted, then no audio will be heard on any output
device. The muted controls may be on the monitor or the operating system,
so both will need to be checked during the troubleshooting process.
The operating system will also need to be configured with the correct
audio output location, and in this example the audio output should be
configured for the HDMI (High-Definition Multimedia Interface) link.

Question 53

Q

A system administrator has created a cloud configuration which
automatically monitors utilization for usage-based billing. Which of the
following describes this cloud computing characteristic?
❍ A. Metered
❍ B. File synchronization
❍ C. Rapid elasticity
❍ D. High availability

Answer

A

Metered
Metering will measure transaction activity, CPU utilization, storage use,
and other important metrics. These are often used for billing purposes,
where the customer will pay for CPU or storage by the application
instance. However, this metering does not automatically add or remove
instances.

Question 54

Q

A group of wireless laptops in a conference room are reporting
intermittent connectivity issues. The wired computers in the room are not
experiencing any network problems. A check of the laptops shows that
the IP addresses and configurations appear to be correct. Which of the
following would be the best NEXT troubleshooting step?
❍ A. Verify the wireless signal strength
❍ B. Check the ARP table on the default gateway
❍ C. Confirm the operation of the DHCP server
❍ D. Perform a wire map on the network drops

Answer

A

Verify the wireless signal strength
Since the wired devices are working properly, the troubleshooting process
should focus on the wireless network. The connectivity is also intermittent,
which means that the network is operating normally during certain
periods. This would move the focus from the network configuration to a
connectivity or signal strength issue.

Question 55

Q

A server administrator has been asked to troubleshoot a system that
has been slowing down over time. While examining the computer, the
administrator can hear a series of clicks from the inside of the case.
Which of the following should be the FIRST step to address this issue?
❍ A. Replace the motherboard
❍ B. Power the system off and back on
❍ C. Replace the hard drive
❍ D. Perform a full backup of the server
❍ E. Replace the power supply

Answer

A

Perform a full backup of the server
A clicking noise indicates some type of hardware issue with the computer,
so the first step would be to confirm that a recent backup is available for
all of the data on this system. If the computer fails completely, at least the
data will be secure.

Question 56

Q

When pressing the power button on a desktop computer, the power
indicator lights up but the computer does not display any message on the
screen. The voltage at the wall outlet has been checked and it appears to
be normal. The motherboard power connector voltage was checked, and
the 12 volt pin was showing 6 volts. What is the MOST likely cause of
this issue?
❍ A. The components that use 12 volt power are faulty
❍ B. The power supply is faulty
❍ C. The wall outlet voltage does not match the power supply
❍ D. The motherboard is faulty

Answer

A

The power supply is faulty
If the 12 volt line from the power supply to the motherboard is showing
6 volts, it’s likely a problem with the power supply itself. A power supply
replacement should be the next troubleshooting step for this system.

Question 57

Q

A manager in the marketing department is printing many copies of a
twenty page document. The manager would like to print all twenty pages
of the document before the next copy begins printing. What setting
should the manager configure in the output settings?
❍ A. Duplex
❍ B. Collate
❍ C. Quality
❍ D. Orientation

Answer

A

Collate
The printing of multiple copies in their proper order is collating the
output. If the output was not collated, all of the page one copies would
print, then all of the page two, etc.

Question 58

Q

A remote user is visiting their corporate office. They have connected
their laptop to the wireless network, but the corporate Internet access is
performing much slower than their remote site network. Which of the
following would be the most likely reason for this issue?
❍ A. The default gateway is incorrect
❍ B. The laptop has been assigned an APIPA address
❍ C. The user does not have permission to use the wireless network
❍ D. There is interference with the wireless signal

Answer

A

There is interference with the wireless signal
The name of the wireless network, or SSID (Service Set Identifier) is
normally broadcast to all nearby devices. If the SSID broadcasts are
administratively disabled, the network name will not appear in the dropdown list of available wireless networks.

Question 59

Q

A manager needs to have access to the same files, contacts, and email
messages across their MacBook, iPad, and iPhone devices. Which of the
following would be the BEST way to provide this synchronization?
❍ A. Authenticate to iCloud on all devices
❍ B. Connect all devices to the MacBook using a Lightning cable
❍ C. Copy all user documents to Google Workspace
❍ D. Configure automatic updates in the App Store

Answer

A

Authenticate to iCloud on all devices
iCloud provides backups, synchronization, and app installation across
multiple Apple devices. Authenticating each device to the iCloud service
provides automatic synchronization over wireless or cellular networks.

Question 60

Q

A user is reporting that a shared laser printer in the marketing
department is not printing from one particular application. The front
panel of the printer shows that the printer is online and ready to receive
print jobs. Other users in the department are able to successfully
print to the printer. Which of the following would be the BEST next
troubleshooting step?
❍ A. Power cycle the printer
❍ B. Restart the print spooler
❍ C. Perform a test print from the printer console
❍ D. Verify the network printer name in the application

Answer

A

Verify the network printer name in the application
We know that the printer is working normally because other people are
able to print successfully. This also means that the spooling process is
working and the print server is successfully queuing the print jobs. Given
the other options, it’s most likely that the user is directing the print job to
a different printer.

Question 61

Q

A network administrator is connecting four company locations in
different countries. Which of the following would BEST describe this
configuration?
❍ A. LAN
❍ B. PAN
❍ C. MAN
❍ D. WAN

Answer

A

WAN
A WAN (Wide Area Network) connects LANs across a long geographical
distance. Once the link extends past the local city area, the connection
would be considered a WAN link.

Question 62

Q

A system administrator has received a report of customers receiving
email messages from the company, but upon further analysis the
administrator finds the messages were not actually sent by the
corporation. Which of the following should be implemented to
prevent these spoofed email messages?
❍ A. Add multi-factor authentication to all email logins
❍ B. Change the passwords on all email accounts
❍ C. Configure an SPF record in the DNS
❍ D. Modify the firewall rules to prevent outgoing emails

Answer

A

Configure an SPF record in the DNS
An SPF (Sender Policy Framework) record in the DNS (Domain Name
System) server provides a list of all servers authorized to send emails for
a domain. Any emails not originating from an authorized source can be
dismissed as unauthorized or invalid.

Question 63

Q

A system administrator has configured a VM for dual processors, 16 GB
of RAM, and 120 GB of disk space. Which of the following is required
to start this VM?
❍ A. Shared network address
❍ B. Hypervisor
❍ C. Virtual switch
❍ D. Video display

Answer

A

Hypervisor
A hypervisor, or virtual machine manager, is the software that manages the
virtual platform and guest operating systems.

Question 64

Q

A site manager has noticed her smartphone has a short battery life when
used at work, and the battery life is normal when working from home.
The work location has limited mobile service reception, but most office
services are provided over the local 802.11 Wi-Fi network. The site
manager does not enable Bluetooth on her smartphone. Which of the
following would be the BEST way to extend the battery life of her
mobile device?
❍ A. Disable 802.11 Wi-Fi
❍ B. Disable the cellular radio at work
❍ C. Replace the battery
❍ D. Enable Bluetooth on the mobile device

Answer

A

Disable the cellular radio at work
When a mobile provider’s network isn’t available, a phone will constantly
try to find and reconnect to a cellular network. This reconnection process
constantly uses the radio, and subsequently more of the battery is used
in the process. To conserve battery life, it would be useful to disable the
cellular network connection when outside of a coverage area.

Answer 65

A

The power supply is faulty
A faulty power supply could cause a loss of power across all computer
systems, and the lack of fans, lights, and output on the display would be
the most likely cause given the available options.

Answer 66

A

Firewall
A firewall is designed to evaluate inbound traffic, compare that traffic to
predefined security policies, and allow or block that traffic from passing
through the firewall. Firewalls are common security appliances between an
organization’s internal network and the Internet.

Answer 67

A

Cable broadband
Cable television brought video into everyone’s home, and now voice and
Internet services are included on the same coax cable.

Answer 68

A

Establish a theory
Once an issue has been identified, it’s important to consider all of the
possible reasons the problem may have occurred. It’s useful to list all
possible causes, even those that might not be obvious.

Answer 69

A

PIN
A PIN (Personal Identification Number) is used to validate the device
connecting during the Bluetooth pairing process. This authorization
prevents a third-party from connecting to a smartphone or tablet without
permission.

Answer 70

A

Mouse, keyboard, and monitor
Cloud-hosted virtual desktops are a type of VDI (Virtual Desktop
Infrastructure). Access to the desktop is provided over a remote accessstyle client, and access can be provided from almost any operating system
using a low-bandwidth network connection. The client device is usually a
thin-client that has a minimum set of resources, a mouse, keyboard, and a
monitor.

Answer 71

A

The laptop resolution is incorrect
An LCD (Liquid Crystal Display) has a native resolution based on
the physical dimensions of the display. If the resolution settings in the
operating system don’t match the native resolution of the physical display,
the information on the screen may appear blurry or distorted. Matching
the native resolution in the operating system will resolve this issue.

Answer 72

A

RAID 10
RAID (Redundant Array of Independent Disks) is a method of
combining storage drives together to add speed and/or redundancy. A
RAID 10 array is a nested RAID configuration that creates a mirrored set
of RAID 0 drives. As long as only one drive fails in each RAID 0 mirror,
the redundancy will remain valid and the user’s data will continue to be
available.

Answer 73

A

SDN
SDN (Software Defined Networking) allows the functions of a
networking device to be split into logical units and virtualized into a
software-based deployment. This allows for easy deployment of switches,
routers, firewalls, and other networking devices into a cloud-based
infrastructure

Answer 74

A

Thermal
Of the available options, thermal printers are the quietest. The only
moving parts in a thermal printer are the motors that push the paper
through the printer, and those motors are small and run almost silently.

Answer 75

A

Drawing pad
A drawing pad connects to a desktop or laptop computer to provide very
precise input using a digitizer and stylus.

Answer 76

A

Rapid elasticity
Scaling up and down as needed is a significant characteristic of cloud
computing. This allows organizations to manage and pay for resources
when busy, but save time and money when the resources are no longer
needed.

Answer 77

A

Restart the tablet
Before making any changes to hardware or software, it’s useful to restart
the tablet to see if a software glitch may have been the underlying issue.

Answer 78

A

HSM
An HSM (Hardware Security Module) is commonly used as a secure
method of key backup. The HSM can be deployed as a standalone server
or in a lightweight form with Smart Cards or USB keys.

Answer 79

A

The new memory is not compatible with the motherboard
ECC (Error Correcting Code) memory is designed to detect errors and
correct the errors on the fly. Not all systems use ECC memory, and it’s
important the memory match the motherboard requirements. If nonECC RAM (Random Access Memory) is replaced with ECC RAM and
the system fails to start, then the issue is most likely associated with the
change from non-ECC to ECC RAM.

Answer 80

A

The DHCP server is down
APIPA (Automatic Private IP Addressing) is an IPv4 (Internet Protocol
version 4) link-local addressing scheme. If a device does not have a static
IP address and an address is not available from a DHCP server, the local
device will assign itself an APIPA address and communication to other
APIPA devices on the same subnet will be available.

Answer 81

A

Unmanaged switch
Switches determine how traffic is forwarded based on the destination
MAC (Media Access Control) address in the frame. The qualification of
managed or unmanaged is not important in this case, since both types of
switches make forwarding decisions the same way. The difference between
a managed and unmanaged switch are based on features not associated
with the forwarding process.

Answer 82

A

Enable Secure Boot
Secure Boot is part of the UEFI (Unified Extensible Firmware Interface)
standard for a computer BIOS (Basic Input Output System). Secure Boot
ensures that the underlying operating system has not been modified by
malware or any other process.

Answer 83

A

Virtual memory
Virtual memory is used to extend the size of available memory by
temporarily moving unused data out of RAM and onto a local storage
drive.

Answer 84

A

RJ11
The RJ11 connector (Registered Jack 11) is the modular connector
commonly associated with analog POTS (Plain Old Telephone System)
lines. Since DSL (Digital Subscriber Line) uses the existing telephone
lines, the DSL connection from an Internet Service Provider will also use
those same lines with RJ11 connectors. These connectors will be the same
for residential, large-scale commercial, and SOHO (Small Office / Home
Office) use.

Answer 85

A

Flatbed scanner
A flatbed scanner is designed to capture images from paper and convert
them into digital form.

Answer 86

A

One stream of 802.11ax - 1.2 Gbit/sec
USB 3.2 Gen 1 - 5 Gbit/sec
10GBASE-T - 10 Gbit/sec
SATA Revision 3.2 - 16 Gbit/sec
Thunderbolt v3 - 40 Gbit/sec

Answer 87

A

tcp/443 HTTPS - HyperText Transfer Protocol Secure
tcp/389 LDAP - Lightweight Directory Access Protocol
udp/53 DNS - Domain Name System
tcp/143 IMAP - Internet Message Access Protocol
udp/161 SNMP - Simple Network Management Protocol
tcp/3389 RDP - Remote Desktop Protocol
tcp/22 SSH - Secure Shell

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