Troubleshooting

Question 1

If you determine an application error your users are receiving can be fixed by applying an application update from the manufacturer, you should go ahead and do that.

Answer 1

False

Question 2

In which troubleshooting step are manufacturer Web sites and technical support forums helpful? Choose the best response.

Answer 2

Establishing a theory of probable cause.

Question 3

The user who first reported a problem is often the best person to verify that it’s fixed.

Answer 3

True

Question 4

Steps of the troubleshooting methodology:

Answer 4

1. Identify the problem.
2. Establish a theory of probable cause.
3. Test the theory to determine the actual cause.
4. Establish a plan of action to resolve the problem.
5. Verify full system functionality.
6. Document the findings, actions taken, and outcome.

Question 5

Which safety device is used to protect sensitive components from electrostatic discharge during transport and storage?

Answer 5

Antistatic bags

Question 6

Which class of fire extinguishers is used on electrical fires?

Answer 6

Class C

Question 7

Which items can cause soil and water contamination if they are sent to a landfill? Choose all that apply.

Answer 7

1. CRTs

2. Batteries

Question 8

A special electrically grounded tool to place computer equipment on while working.

Answer 8

ESD mats

Question 9

Discharges the electric charges build up on the body of the user.

Answer 9

ESD straps

Question 10

Made from plastic polyethylene terephthalate (PET).

Answer 10

Antistatic bags

Question 11

Used to store components that are sensitive to electrostatic discharge.

Answer 11

Antistatic bags

Question 12

Include heavy metals which if sent to landfill causes soil and ground water pollution.

Answer 12

Batteries

Question 13

Include a complex combination of plastics, metals, foam, ink, and toner which are not biodegradable.

Answer 13

Printer cartridges

Question 14

Contain leaded glass which if broken can cause soil and water contamination.

Answer 14

CRT displays

Question 15

Personally identifiable information includes which of the following?

Answer 15

1. Name
2. Address
3. Names of co-workers
4. Phone number

Question 16

PII stands for _______ _______ ________.

Answer 16

Personally Identifiable Information.

Question 17

A display that contains leaded glass, which if broken can cause soil and water contamination.

Answer 17

CRT

Question 18

As a technician, what will you avoid when dealing with a difficult customer?

Answer 18

Sharing your experience on social-media.

Question 19

A situation where you touch a grounded metal object, such as the computer’s chassis, prior to working on sensitive components.

Answer 19

Self-grounding technique.