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A+ review > troubleshooting > Flashcards

troubleshooting Flashcards

1
Q

A cyber technician is creating a best practices guide for troubleshooting by using CompTIA’s A+ troubleshooting model. The first step of this model includes the identification of the problem. What should the technician consider when implementing this step in the model? (Select all that apply.)

A

Gather information from the user, identify user changes, and, if applicable, perform backups before making changes.

Inquire regarding environmental or infrastructure changes.

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2
Q

A cyber technician is creating a best practices guide for troubleshooting by using CompTIA’s A+ troubleshooting model. The second step of this model includes the establishment of a theory for probable cause. What should the technician consider when implementing this step in the model?

A

If necessary, conduct external or internal research based on symptoms.

The second step in the CompTIA A+ troubleshooting model is to establish

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3
Q

A cyber technician is working on a computer issue and has established probable cause. Based on establishing the probable cause, the technician developed a plan of action. What step has the technician reached in the CompTIA A+ troubleshooting model?

A

Test the theory to determine the cause.

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4
Q

A cyber technician is reviewing CompTIA’s A+ troubleshooting model that discusses when the theory is not confirmed, then the next step is to re-establish a new theory or escalate it. Which part of the troubleshooting model covers this topic?

A

Third step

The third step in the CompTIA A+ troubleshooting model begins with testi

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5
Q

A software technician is following the CompTIA A+ troubleshooting model and is gathering information from the employee of the contracted vendor. What questions could the technician ask the employee to gain the desired information? (Select all that apply.)

A

What are the exact error messages appearing on the screen or coming from the speaker?

How long has the problem been occurring?

Is anyone else experiencing the same problem?

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6
Q

A cyber technician is creating a best practices guide for troubleshooting by using CompTIA’s A+ troubleshooting model. What is NOT an aspect associated with the troubleshooting model?

A

Consider corporate policies, procedures, and impacts before implementing changes.

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7
Q

A software technician is reviewing the CompTIA A+ troubleshooting model and is examining the topic about inquiries to environmental or infrastructure changes. What step in the model is the technician reviewing?

A

Identify the problem.

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8
Q

A cyber technician is following the CompTIA A+ troubleshooting model and is currently testing a theory to determine the cause of the issue. What benefit does this step provide the technician?

A

It allows the technician to review theories surrounding the issue and what actions to use to remedy the issue.

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9
Q

A software technician is developing a plan of action to support the team’s mission. What should the technician review prior to initiating the plan?

A

Policies and procedures

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10
Q

A cyber technician is creating a best practices guide for troubleshooting by using CompTIA’s A+ troubleshooting model. The third step of this model is to test the theory to determine the cause. What should the technician consider when implementing this step in the model? (Select all that apply.)

A

Once the theory is confirmed, determine the next steps to resolve the problem.

If the theory is not confirmed, re-establish a new theory or escalate.

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11
Q

A cyber technician is reviewing CompTIA’s A+ troubleshooting model where it discusses referring to the vendor’s instructions for guidance. Which step in CompTIA’s A+ troubleshooting model discusses this topic?

A

Fourth step

The fourth step in the CompTIA A+ troubleshooting model is to establish

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12
Q

A cyber technician is creating a best practices guide for troubleshooting by using CompTIA’s A+ troubleshooting model. The fourth step of this model is to establish a plan of action to resolve the problem and implement the solution. What should the technician consider when implementing this step in the model?

A

Refer to the vendor’s instructions for guidance.

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13
Q

A cyber technician is reviewing CompTIA’s A+ troubleshooting model where it discusses the topic of conducting external or internal research based on symptoms, if necessary. Which step covers this topic?

A

Second step

The second step in the CompTIA A+ troubleshooting model is to establish

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14
Q

A cyber technician is reviewing CompTIA’s A+ troubleshooting model where it discusses verifying full system functionality and, if applicable, implementing preventive measures. Which step in CompTIA’s A+ troubleshooting model covers this topic?

A

Fifth step

The fifth step in the CompTIA A+ troubleshooting model is to verify full

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15
Q

A cyber technician is reviewing CompTIA’s A+ troubleshooting model where it discusses documenting the findings, actions, and outcomes. Which step in the troubleshooting model covers this topic?

A

Sixth step

The sixth step in the CompTIA A+ troubleshooting model is to document th

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16
Q

A cyber technician is reviewing CompTIA’s A+ troubleshooting model where it discusses making inquiries regarding environmental or infrastructure changes. Which step in the troubleshooting model covers this topic?

A

First step

The first step in the CompTIA A+ troubleshooting model is identifying th

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17
Q

A computer technician starts a computer that has received a trouble ticket for not working correctly. Upon turning on the computer, the technician observed the computer making a continuous beeping sound. What does this beeping sound signify as an issue?

A

There is a problem with system memory modules or the memory controller.

If the power-on self-test (POST) runs but detects a problem, it generates an error message. As the fault may prevent the computer from displaying anything on the screen, a beep code often indicates an error. A continuous beep represents a problem with system memory modules or the memory controller.

One short beep represents a normal POST and that the system is OK

No beeps represent a power supply, motherboard problem, or faulty onboard speaker.

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18
Q

A stand-alone application closes abruptly while the user remains logged on to the Windows desktop computer. What sort of internal issue would cause this application to crash?

A

Not enough memory capacity

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19
Q

If a legacy IBM computer was experiencing some heating that affected the memory controller, what beep code would a computer technician hear?

A

Continuous beep

A continuous beep indicates a problem with system memory modules or the memory controller. Replacing the memory modules or reseating them can help to resolve this issue.

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20
Q

A service technician is running diagnostics on a corporate asset and hears a grinding noise coming from within the desktop. What type of issue represents a grinding noise?

A

This issue demonstrates that a mechanical problem has occurred.

A healthy hard disk makes a certain low-level noise when accessing the platters. A loud or grinding noise of any sort is a sign of a mechanical problem.

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21
Q

A helpdesk technician evaluates a ticketed computer and, during the troubleshooting protocols, identifies an issue around disk/file corruption problems. Based on the disk/file corruption problems, what issue is occurring?

A

Application crash

Application crashes are, Some most likely causes are software, disk/file

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22
Q

What are possible computer issues that could lead to sluggish performance? (Select all that apply.)

A

Over-utilized CPU

Low storage IOPS

Half-duplex network setting

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23
Q

A user powers on a legacy IBM desktop computer, but it displays a blank screen, with a repeating set of short beeping sounds coming from the chassis. What can tech support do to troubleshoot this issue?

A

Examine the power supply.

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24
Q

A cyber technician is cleaning a team computer and observes that damage has occurred to the motherboard circuitry. What is the most common cause for this type of damage?

A

Overheating

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25
Q

A technician is troubleshooting a computer and discovers that the computer is using an inaccurate system date/time. What is likely causing the inaccuracy?

A

The RTC battery on the motherboard is failing.

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26
Q

If the desktop computer has a blank screen after powering on, what can a user do to troubleshoot the issue? (Select all that apply.)

A

Check internal cabling.

Check for faulty interfaces.

The user may need to reseat or replace the internal data and power cable

It is possible that a faulty adapter card or device is halting the power-on self-test (POST). Try removing one device at a time to see if the problem can resolve itself. Reseating video cables, for example, may help.

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27
Q

When using a legacy IBM desktop computer, hearing two short beeps would indicate the computer is experiencing what sort of issue?

A

POST error

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28
Q

What beep codes would a computer technician hear if a legacy IBM desktop computer is experiencing a motherboard issue? (Select all that apply.)

A

No beep

Repeating short beeps

No beep may indicate a problem with the power supply, the motherboard pr

Repeating short beeps would indicate a power supply fault or a motherboard problem. Check power cord connections to internal components, especially to the motherboard itself.

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29
Q

A software technician is conducting a help desk procedure with a correctly attached power supply, and the computer fans are running, yet the screen remains blank. What is likely causing the screen to remain blank? (Select all that apply.)

A

A faulty display

POST procedure not executing

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30
Q

A technician is troubleshooting a computer turned in for booting issues. Upon turning the computer on, the technician hears the audible beep notification for a POST keyboard issue. What sound is the technician hearing for this power-on self-test (POST) issue?

A

Three long beeps

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31
Q

When powering on a legacy IBM desktop computer, hearing one short beep code would indicate the computer is experiencing what sort of issue?

A

No issue

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32
Q

Which operating system (OS) would be experiencing an issue if the monitor shows a spinning wait cursor?

A

macOS

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33
Q

A technician is troubleshooting a computer that is reportedly having issues with turning off. What is likely occurring with the computer?

A

Intermittent shutdown

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34
Q

A desktop technician moved a working graphics process unit (GPU) by hand (without a bag) to another workstation in the office to re-use. The next day, the user reported there was no video showing on the monitor. The user was able to turn on the computer as usual, and the computer is still on, awaiting desktop support. What may be wrong with the computer or the GPU? (Select all that apply.)

A

The GPU does not have power.

There is damage to the GPU.

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35
Q

A computer specialist starts a computer that has received a trouble ticket for not working correctly. Upon starting the computer, the technician hears two short beeps. Regarding beep codes, what does this beep sequence signify as an issue?

A

It represents that a power-on self-test (POST) error has occurred.

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36
Q

A computer technician disassembles a desktop computer and notices that some system chips are bulging on the motherboard. What can cause this type of observed issue?

A

Capacitor swelling

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37
Q

Hearing three long beeps when powering on a legacy IBM desktop computer will indicate which of the following issues is occurring on the computer?

A

Keyboarde issue

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38
Q

If a system overheats from time to time, what symptoms would a user notice when using the affected desktop computer? (Select all that apply.)

A

Intermittent shutdown

Blank screen

Unusual odor

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39
Q

A technician is troubleshooting a computer with a user’s complaint that the device has no power. To isolate the cause for the issue, what tests can the technician conduct on the computer? (Select all that apply.)

A

Check that other equipment in the area is working.

Plug in a known-good basic electrical equipment, such as a lamp into the wall socket.

Disconnect extra devices.

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40
Q

A system administrator is deploying a physical server with two redundant array of independent disks (RAID) disk groups. The first is a RAID 0 volume containing two hard drive disks (HDDs) and hosts the Windows Server operating system (OS). The second is a RAID 5 volume containing four HDDs that will only hold data storage. After rebooting the server, the administrator sees a message on the screen stating, “OS not found.” All HDDs are actively running. Why is the OS not loading after the reboot? (Select all that apply.)

A

The first volume may be corrupted.

The second volume is booting first.

The bootable device cannot be found.

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41
Q

What type of issue would a desktop computer be most likely experiencing if a technician heard clicking or grinding noises originating from inside the chassis?

A

A failing hard drive disk (HDD)

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42
Q

Which redundant array of independent disks (RAID) type would support a mixture of performance and redundancy?

A

RAID 10

RAID 10 is a nested RAID solution that combines RAID 1 + RAID 0. This nested solution requires a minimum of four hard drive disks (HDDs) to configure. It provides a mixture of performance and redundancy.

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43
Q

The redundant array of independent disks (RAID) 0 volume reports a disk failure in a disk group of only two hard drive disks (HDDs). How would a desktop technician recover data in this case?

A

The data is unrecoverable.

RAID 0 has no redundancy, so if one of the disks fails, the volume will stop working. RAID 0 only has special uses where speed is more important than reliability.

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44
Q

A desktop support technician recently installed two new hard drive disks (HDDs) into an office workstation, and the HDDs will represent the D: and E: drive in the Windows operating system (OS). However, only the D: drive is available in the file explorer. How can desktop support effectively troubleshoot this issue before making drastic changes?

A

Check Windows Disk Management.

The Windows Disk Management will provide clues on whether the disk initiated and formatted properly for Windows to use it.

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45
Q

Which of the following signs would indicate an overworked hard drive disk (HDD) due to insufficient system random access memory (RAM)?

A

Constant LED activity

Constant activity, often referred to as disk thrashing, can signify that there is not enough system RAM so that paging (virtual memory) is continually using the disk. It could also be a sign of a faulty software process.

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46
Q

A desktop specialist investigated a case where a computer was missing some files or so some files could not open properly. Deep diagnostics reported some bad blocks on the disk marked by the hard drive disk (HDD). How can the desktop help the user gain access to those files again?

A

Use a recovery utility.

If file corruption exists on a hard disk and there is no backup, the specialist can recover data from the device using a recovery utility. Backup data can also help recover files, where available.

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47
Q

A Windows administrator had to troubleshoot a virtual and physical server due to issues during boot. The resolution was to repair the master boot record (MBR) on one server and repair the extensible firmware interface (EFI) bootloader on the other server. What clues did the administrator notice that resulted in these previously mentioned actions? (Select all that apply.)

A

The VM console desktop displayed “Boot device not found.”

The computer monitor stated, “OS not found.”

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48
Q

The enterprise monitoring software for desktop computers in the office reported a “pre-failure” disk alert and high read times for a specific office computer. What symptoms could the desktop user describe to confirm the monitoring alerts? (Select all that apply.)

A

The operating system loads very slowly.

There is a SMART alert notification.

49
Q

What issue is occurring when there is no light-emitting diode (LED) lit on a hard drive disk (HDD)?

A

Faulty disk

50
Q

The desktop technician could not use an entry-level redundant array of independent disks (RAID) controller within a brand-new office workstation to improve data protection due to it not supporting which of the following RAID types? (Select all that apply.)

A

RAID 5

RAID 10

RAID 5 is commonly available on mid- and high-level controllers. It would be able to support a single drive failure with a minimum disk group size of three hard drive disks (HDDs).

RAID 10 is a nested RAID solution that combines RAID 1 + RAID 0. This solution requires a minimum of four HDDs to configure. It provides a mixture of performance and redundancy.

51
Q

What are the benefits to a hard drive disk (HDD) Self-Monitoring, Analysis, and Reporting Technology (SMART) feature? (Select all that apply.)

A

Check for physical damage.

Check performance issues.

52
Q

What insight can the input/output per second (IOPS) statistic on a hard drive disk (HDD) provide to desktop technicians when troubleshooting issues?

A

Overall disk performance

Statistics such as input/output operations per second (IOPS) provide information for overall performance on an HDD. In addition, many vendors provide a baseline IOPS specification to help with purchasing decisions.

53
Q

A network administrator is working with a Windows Server virtual machine (VM), stating “boot device not found” on the VM console window. What actions can the network administrator take to resolve this issue? (Select all that apply.)

A

Repair the master boot record (MBR) on the hard disk drive (HDD).

Repair the extensible firmware interface (EFI) bootloader on a GUID partition table (GPT) drive.

54
Q

How can a support technician recover data from a single disk failure in a redundant array of independent disks (RAID) 6 volume?

A

Rebuild array with disk replacement.

A RAID 6 volume can still operate when two hard drive disks (HDDs) fail. If one disk fails, the RAID volume can rebuild itself by replacing the failed disk.

55
Q

How can a technician recover data from a single disk failure in a redundant array of independent disks (RAID) 1 volume?

A

Replace the failed disk.

A RAID 1 volume mirrors data across two disks. The data is recoverable by replacing the failed disk so the RAID volume can rebuild itself.

56
Q

The desktop computer cannot find a bootable disk. What may be wrong with the hard drive disk (HDD)? (Select all that apply.)

A

Faulty disk

File corruption

57
Q

A user reported not seeing the new drive (or D: drive) that desktop support installed the previous workday. However, system applications are running as expected. How would support go about troubleshooting this issue to regain access to the new drive? (Select all that apply.)

A

Initialize the disk.

Check data cable to disk.

58
Q

A 5-year-old office workstation slowly loads the Windows operating system (OS). The computer user had mentioned waiting 10 minutes in one case before the desktop screen was viewable. Suspecting an issue with the hard drive disk (HDD), what symptoms would explain the type of behavior the user is witnessing on the workstation? (Select all that apply.)

A

HDD is taking too long to read data.

SMART has detected a failure.

59
Q

Which redundant array of independent disks (RAID) volume type would continue to run even after a single disk failure? (Select all that apply.)

A

RAID 5

RAID 10

RAID 1

60
Q

What does constant light-emitting diode (LED) activity on a hard drive disk (HDD) indicate? (Select all that apply.)

A

Disk thrashing

Low system memory

61
Q

What options are available on the blue screen of death (BSOD) to help troubleshoot issues to reduce the chance of data loss or corruption? (Select all that apply.)

A

QR code

Support URL link

Stop code

62
Q

What options are available when using Self-Monitoring, Analysis, and Reporting Technology (SMART)? (Select all that apply.)

A

Confidence test

Drive self-test (short)

Read test

63
Q

What are some possible reasons a digital video projector may not be displaying an image? (Select all that apply.)

A

Faulty or unsecured cables

Burned-out bulbs

Overheating

64
Q

Select the types of video cable that are capable of delivering a combined video and audio signal. (Select all that apply.)

A

HDMI

DisplayPort

65
Q

Describe potential fixes to a display with a fuzzy image. (Select all that apply.)

A

Change the output resolution.

Update the display driver.

66
Q

A user submits a support ticket. The user is experiencing a lack of audio signal to the display. The user’s computer has a display with built-in audio and a DVI cable connected to a fully-updated Windows PC. Diagnose the lack of audio.

A

Using an incorrect cable type

67
Q

An old desktop computer has an office projector currently connected to it. A colleague brought in a modern low-profile laptop for the upcoming presentation and connected the office projector to the laptop. Unfortunately, the laptop’s desktop screen did not immediately show on the projector. How can desktop support troubleshoot the issue so the meeting can continue as usual? (Select all that apply.)

A

Select a different source input.

Use a different display cable.

68
Q

A user is using a faulty HDMI cable. Describe possible symptoms the user may experience. (Select all that apply.)

A

Colored lines or bands

Unexpected color changes

69
Q

Which display issue can a computer technician often fix by using a software utility to cycle through extreme color gradients?

A

Stuck pixels

70
Q

A user is reporting a loss of audio on his desktop PC. The PC uses wired speakers with a 3.5mm jack. Prescribe steps for diagnosing the audio issue. (Select all that apply.)

A

Check the 3.5mm cable connection.

Check the power and volume on the speakers.

Check the volume in the OS.

71
Q

A professor is presenting to the class with a digital video projector that shuts down intermittently. Prescribe steps to diagnose the issue. (Select all that apply.)

A

Check that fans are working and vents are unobstructed.

Check for loose cables.

Check that the bulb is secured tightly.

72
Q

Describe methods for avoiding burn-in on TFT, LED, and OLED displays. (Select all that apply.)

A

Power off the display when not in use.

Use a screensaver.

73
Q

As a teacher gives a presentation to a class, the digital video projector shuts down intermittently. What is the most common cause of intermittent projector shutdown issues?

A

Overheating

74
Q

A user reported an issue with the monitor displaying the company’s logo on the bottom left corner of the screen. Even when viewing different application windows or full-screen videos, the logo remained faintly displayed on the corner of the monitor. What would desktop support need to do to resolve this display issue?

A

Change the customer’s monitor with a new monitor.

75
Q

A customer tried to turn up the volume to the desktop speakers without success. Desktop support arrived and found that the workstation only had the high-definition multimedia interface (HDMI) cable plugged into the monitor with a built-in soundbar. The office workstations do not come with 3.5 mm cables for audio as a baseline. How can desktop support explain the solution for this case to the customer?

A

The audio must be set to output to the monitor’s soundbar.

76
Q

Which of the following issues is generally unfixable?

A

Dead pixels

Due to defects, individual pixels in a flat-panel display may become “dead.” Unfortunately, dead pixels, typically solid black, cannot be repaired in most cases.

77
Q

A user is experiencing color glitches on an LED monitor, such as colored lines and colors changing unexpectedly. Diagnose possible causes of the issue. (Select all that apply.)

A

Faulty or insufficient cabling

Incorrect color calibration

78
Q

A digital art studio has requested support in calibrating the displays of their new graphics workstations. Describe how the support technician can perform this calibration in Windows 10.

A

Color Management applet in Control Panel

79
Q

Describe symptoms that might cause a failing display or faulty video display cable to occur. (Select all that apply.)

A

Flickering image

Bright spots

Lines or bands

80
Q

A user reports that the display is not showing an image. The display is a 4K resolution monitor connected via HDMI to a desktop PC. Prescribe steps for diagnosing the issue. (Select all that apply.)

A

Check if the cable rates for 4K video.

Substitute with a known good cable.

Try the monitor with another PC.

81
Q

A customer brings a mobile device to a support technician since the device powers on only when connected directly to a power outlet. What are the first two things the technician should check? (Select all that apply.)

A

Check that the battery is properly seated in its compartment.

Check that the battery contacts are clean.

82
Q

The Ingress Protection (IP) scale indicates the ratings for protection against solids and liquids for a given device or the device’s case. What level of protection does a rating of IP67 indicate?

A

Dust proof, protected from immersion up to 1 m

83
Q

Technicians will sometimes encounter a swollen battery. Swollen batteries could leak hazardous chemicals and are a fire hazard. What should technicians do when a device has a swollen battery? (Select all that apply.)

A

Contact the manufacturer for advice or specific disposal instructions.

Discard at a confirmed facility accepting batteries in a potentially hazardous state.

84
Q

A manufacturing company provides mobile devices to its employees who use Li-ion batteries. While most of the devices are functioning well and holding a proper charge, a few units are not holding a charge. Which of these could explain why some of the devices are not holding a charge? (Select all that apply.)

A

The employee allows the device to fully discharge before recharging.

The employee keeps the device charging for long periods when fully charged.

The employee uses apps that put excessive strain on the battery.

85
Q

A technician is servicing a mobile device that is unresponsive to touch input. The technician has ruled out hardware problems and performed a soft reset, but the device is still not working as it should. What should the technician try next?

A

Try removing data or apps.

86
Q

Laptops can easily overheat, especially the bottom surface. This overheating can be dangerous for both the user and the device. For instance, overheating can cause swollen batteries or poor battery health. Which of these can increase the risk of a laptop overheating? (Select all that apply.)

A

Dust trapped in the vents

Placing on soft surfaces

Placing directly on a user’s lap

87
Q

A customer brings a mobile device to a support technician. The technician checks that the battery is seated properly in its compartment and ensures the battery contacts are clean. Deduce what issue the device is having.

A

Problems charging

88
Q

A technician recommends that a user checks for bubbles or lifts on the screen protector and that it properly adheres to the surface. Deduce what problem the user was having.

A

Digitizer issues

89
Q

A swollen battery indicates a problem with the battery’s charging circuit. What are some signs of a swollen battery? (Select all that apply.)

A

The device wobbles when on a flat surface.

The touchpad or keyboard is deformed.

90
Q

A user says that their mobile device camera’s LED activates unexpectedly for long periods of time. What should a technician be aware of as a probable cause?

A

Infection with malware

91
Q

While servicing a laptop device with a broken screen, a technician wants to check the video card’s output. Which equipment or software tool will be necessary?

A

An external monitor

92
Q

An employee brings the company-provided laptop to the IT department for repair. The employee claims it is a broken laptop as the cursor will not stop moving around when trying to type. Since the laptop is not very old, what should the technician do first to try and resolve the issue?

A

Install up-to-date drivers and configure input options.

93
Q

The tech department of a company has had several employees bring their company-issued devices in for servicing, citing problems with holding a charge. Since the devices have been in use for at least a year, what is the likely diagnosis of these devices?

A

The batteries are displaying normal degradation and need replacing.

94
Q

A user brings a mobile device with digitizer issues to a major retailer for technical support. The user claims that it is a recently serviced device. Given this information, suggest the most efficient first step for the technician to check.

A

Check that the digitizer wires connect to the right places.

95
Q

A customer brings a mobile device to a support technician since the device powers on only when connected directly to a power outlet. What are the first two things the technician should check? (Select all that apply.)

A

Check that the battery is properly seated in its compartment.

Check that the battery contacts are clean.

96
Q

The Ingress Protection (IP) scale indicates the ratings for protection against solids and liquids for a given device or the device’s case. What level of protection does a rating of IP67 indicate?

A

Dust proof, protected from immersion up to 1 m

97
Q

Technicians will sometimes encounter a swollen battery. Swollen batteries could leak hazardous chemicals and are a fire hazard. What should technicians do when a device has a swollen battery? (Select all that apply.)

A

Contact the manufacturer for advice or specific disposal instructions.

Discard at a confirmed facility accepting batteries in a potentially hazardous state.

98
Q

A manufacturing company provides mobile devices to its employees who use Li-ion batteries. While most of the devices are functioning well and holding a proper charge, a few units are not holding a charge. Which of these could explain why some of the devices are not holding a charge? (Select all that apply.)

A

The employee allows the device to fully discharge before recharging.

The employee keeps the device charging for long periods when fully charged.

The employee uses apps that put excessive strain on the battery.

99
Q

A technician is servicing a mobile device that is unresponsive to touch input. The technician has ruled out hardware problems and performed a soft reset, but the device is still not working as it should. What should the technician try next?

A

Try removing data or apps.

100
Q

Laptops can easily overheat, especially the bottom surface. This overheating can be dangerous for both the user and the device. For instance, overheating can cause swollen batteries or poor battery health. Which of these can increase the risk of a laptop overheating? (Select all that apply.)

A

Dust trapped in the vents

Placing on soft surfaces

Placing directly on a user’s lap

101
Q

A technician recommends that a user checks for bubbles or lifts on the screen protector and that it properly adheres to the surface. Deduce what problem the user was having.

A

Digitizer issues

102
Q

A swollen battery indicates a problem with the battery’s charging circuit. What are some signs of a swollen battery? (Select all that apply.)

A

The device wobbles when on a flat surface.

The touchpad or keyboard is deformed.

103
Q

A user says that their mobile device camera’s LED activates unexpectedly for long periods of time. What should a technician be aware of as a probable cause?

A

Infection with malware

Malware or rogue apps try to collect data in the background. This leads to excessive power consumption and high data transmission. When a device fails to perform as intended, the technician should check if malware compromised it.

104
Q
A
105
Q

While servicing a laptop device with a broken screen, a technician wants to check the video card’s output. Which equipment or software tool will be necessary?

A

An external monitor

106
Q

An employee brings the company-provided laptop to the IT department for repair. The employee claims it is a broken laptop as the cursor will not stop moving around when trying to type. Since the laptop is not very old, what should the technician do first to try and resolve the issue?

A

Install up-to-date drivers and configure input options.

Since batteries lose their maximum charge capacity as they age, limited battery life is typically an indication that the battery needs replacing.

107
Q

The tech department of a company has had several employees bring their company-issued devices in for servicing, citing problems with holding a charge. Since the devices have been in use for at least a year, what is the likely diagnosis of these devices?

A

The batteries are displaying normal degradation and need replacing.

108
Q

A user brings a mobile device with digitizer issues to a major retailer for technical support. The user claims that it is a recently serviced device. Given this information, suggest the most efficient first step for the technician to check.

A

Check that the digitizer wires connect to the right places.

109
Q

A mobile device user is looking for a protective case for a device. The user needs a case that provides the best liquid protection to avoid a broken screen after submersion deeper than one meter, but the user has no concerns about dust protection. Using the Ingress Protection (IP) scale, which ratings would suit this user’s specific needs? (Select all that apply.)

A

IP68

IPX8

110
Q

Many problems can occur that will cause a screen on a mobile device not to produce an image. Some of these problems include the graphics adapter, backlight, display panel, and digitizer. What should a technician use to aid in diagnosing these types of problems?

A

An integrated or external display

111
Q

Overheating can be a common problem with mobile devices due to their compact design. There are usually safeguards built into the device to initiate a shut-down if the temperature gets too high. What temperature is generally considered too warm?

A

40⁰C

112
Q

A mobile device user brings a device to a technician since the touch screen is not responding to input. What diagnostic testing should the technician conduct? (Select all that apply.)

A

Check for a transitory software problem by restarting the device.

Verify that the touch screen and user’s fingers are clean.

Check the connections required for the digitizer to function.

113
Q

After printing a report, a user notices speckling on the paper. What should the user do?

A

Use a toner vacuum.

114
Q

A user goes to pick up their test flyer for the annual corporate barbeque, which helps to boost morale and encourages departments to talk to each other more and build relationships. However, the flyer does not seem to align symmetrically. What should they check?

A

Incorrect paper size

115
Q

A user has just sent a job to the print queue but the ink has vertical lines on the paper. What is this indicative of?

A

Dirty feed roller

116
Q

A user sends a job to the printer and goes to pick it up. They wait a few minutes but it does not print anything. What should the user check?

A

See if the device is offline.

A backed-up print queue means that there are multiple prints pending but they are not printing. This might occur because the print device is offline or out of paper or ink/toner.

117
Q

A user on a Windows computer receives a limited connectivity message. They call the helpdesk to see how their issue can be resolved. What should the user check first?

A

Check the DHCP lease.

The first step in resolving a no or intermittent connectivity issue is t

In Windows, a limited connectivity message specifically means that the host can establish a physical connection to the network but has not received a lease for an IP configuration from a DHCP server.

118
Q

Users have been complaining about issues with phone calls. The network administrator is looking into possible solutions. What should they start with?

A

Establish QoS.

VoIP call quality can only really be established by using a quality of service (QoS) mechanism across the network.

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