(Chapter 2 Exam - IT Essentials: PC Hardware and Software (Version 4.1 (.

.Which two tools are recommended for cleaning a PC? (Choose two compressed air -1 soft cloth -2 Defrag Antivirus software -1

?Which tool should be used if a user needs to optimize space on a hard drive Which two types of tools can help protect a computer from malicious attacks? (.(Choose two

Spyware Remover -2 Which tool in Windows XP gives a technician access to initialize disks and create Disk Management ?partitions ?Refer to the exhibit. Which type of tool is presented in the graphic Phillips-head screwdriver ?How does a technician discharge static buildup touching an unpainted part of the computer case Which Windows XP command-line utility scans the critical files of the operating System File Checker ?system and replaces any files that have been corrupted The performance of a computer is reduced after it has been using the Internet. Spyware Remover -1 Which three tools could be run to try to improve the performance of the (.computer? (Choose three Defrag -2 Disk Cleanup -3 digital multimeter spike Turn off and remove the .power source antistatic wrist strap -1 antistatic mat -2 wireless phones -1 microwaves -2 electrical storms -1

?Refer to the exhibit. Which type of tool is shown in the graphic Which condition refers to a sudden and dramatic increase in voltage, which is ?usually caused by lightning ?Which step should be performed first when servicing computer equipment (.Which two tools can help protect against ESD? (Choose two

(.Which two devices commonly affect wireless LANs? (Choose two

(.What are two significant sources of EMI? (Choose two

power lines -2 Why should an antistatic wrist strap be worn when working on electronic to equalize the electrical ?equipment charge between a person and the equipment Why is documentation of all services and repairs an important organizational tool It provides reference material ?for a technician for similar problems when such problems are encountered in the future Which three computer components contain hazardous materials and require batteries -1 (.special handling for disposal? (Choose three monitors -2 printer toner cartridges -3 Avoid using magnetized .tools A technician has a room of computers which are running very hot. The technician compressed air discovers that the heat sinks in the computers are very dusty. What should the ?technician use to clean the heat sinks Which computer components must a technician never try to work on when CRT monitor ?wearing an antistatic wrist strap ?Which precaution should be taken when working around electronic devices

(Chapter 3 Exam - IT Essentials: PC Hardware and Software (Version 4.1 A technician is installing a new power supply in a computer. Which type of power connector should be used to connect to an ATX ?motherboard When installing a CPU in a ZIF socket, how should the technician ?align the pins to avoid damage When building a computer, which two components are normally (.installed in 3.5-inch drive bays? (Choose two Which two connectors are used to connect external peripherals? (.(Choose two pin connector-20 Pin 1 on the CPU is aligned .with Pin 1 on the ZIF socket hard drive -1 floppy drive -2 PS/2 -1

USB -2 A field technician has been asked to install a wireless 802.11g NIC in PCIe -1 a computer, but is unsure about the expansion slots available. Which two types of wireless NICs should the technician have available? PCI -2 (.(Choose two After a technician has assembled a new computer, it is necessary to during the POST configure the BIOS. At which point must a key be pressed to start the ?BIOS setup program A technician has just finished assembling a new computer. When the It issues a number of short computer is powered up for the first time, the POST discovers a .beeps ?problem. How does the POST indicate the error Which action is recommended to prevent the motherboard from Use standoffs to keep the ?contacting the metal base of the case motherboard above the .metal base What is a convenient way that a technician can tell whether a ribbon The floppy cable has a twist ?cable is for an IDE hard drive or a floppy drive .in the cable ?Which type of drive is installed in a 5.25-inch bay optical drive What is the most reliable way for users to buy the correct RAM to Check the motherboard ?upgrade a computer manual or manufacturer's .website ?What is a function of the BIOS performs a check on all internal components What should be the next installation step after all the internal Reattach the side panels to components of a PC have been installed and connected to .the case Refer to the exhibit. Which should be the last step when connecting Step 2 ?external cables to a computer ?What is a function of a video adapter card provides an interface between a computer and a display monitor What is a function of the adapter cards that are installed in a to provide functionality for ?computer external components to be connected to the computer Which two connections should be provided to a floppy disk drive a floppy data cable to -1 (.during installation? (Choose two connect the FDD to the motherboard a cable from the power -2 supply to the Berg power connector on the FDD in internal bays Steps 1, 4, 3 Consult the website of the manufacturer

?Where should internal drives be installed in a computer Refer to the exhibit. What is the order of steps that should be ?followed for a power supply installation in a computer What is the first step that a technician should take before physically ?opening a computer case

(Chapter 5 Exam - IT Essentials: PC Hardware and Software (Version 4.1

 Once minimum hardware requirements are satisfied, where should a technician look to determine if the computer hardware has been tested with ?Windows XP A technician needs to upgrade the file system on a Windows XP computer from FAT32 to NTFS. Which course of action should be taken to upgrade the ?file system to NTFS Which set of guidelines is used to ensure that programmers develop ?applications that are compatible with an operating system A technician has finished installing Windows XP. What should the technician ?do to verify that all hardware has been installed correctly

the Windows XP Hardware Compatibility List .Run the Microsoft Convert utility API

Use the Device Manager utility to ensure that all the devices are .operational A technician thinks that the file system on a computer has a problem because Chkdsk Windows XP is reporting data integrity issues. Which Windows XP utility will ?check the file system for errors A technician has a computer that is unable to boot Windows XP properly. The Recovery Console technician has decided that it is necessary to attempt a repair of XP. Which ?utility will be run if the technician selects Repair XP from the XP boot disk A user decides to install a new version of Windows Vista but needs to retain Windows User State Migration the configurations and customizations of the current Windows XP operating Tool ?system. Which software can be used to achieve this ?Which operating mode is used by Windows XP to run a DOS application virtual real mode What are three features of the Microsoft Management Console (MMC)? It organizes operating system -1 (.(Choose three .snap-ins It can be used to create -2 .customized MMCs It requires administrative -3 .privileges to access Safe Mode with Networking Support Develop a preventive .maintenance plan .Roll back the driver The operating system will fail to .start compatibility mode C:\WINDOWS Multitasking Windows XP Home -1 Windows XP Professional -2 GB or more 128 HKEY_LOCAL_MACHINE Changes to disk partitions can -1 be made A clean copy of Windows -2 .Vista is installed The location of -3 the Windows installation can be selected

A technician has installed new video drivers on a Windows XP computer and now the monitor shows distorted images. What startup mode can the ?technician use to access a new driver on the network A company with 40 computers needs to reduce repair costs, decrease downtime, and improve reliability. Which task will When troubleshooting a printer problem, a technician finds that the operating system was automatically updated with a corrupt device driver. Which solution ?would resolve this issue ?What would be the result of having a corrupt Master Boot Record Which mode allows applications that are not compatible with the current operating system to run in an environment that simulates an earlier operating ?system ?Which directory contains Windows XP OS system files What is the term for the ability of an operating system to run multiple ?applications at the same time Which two operating systems can function correctly on a system with 64 MB (.of RAM? (Choose two ?How much RAM can be addressed by a 64-bit operating system Which registry file contains information about the hardware and software in ?the computer system When a computer boots from the Windows Vista disc, which three functions (.are performed if the Custom (advanced) option is selected? (Choose three

(Chapter 6 Exam - IT Essentials: PC Hardware and Software (Version 4.1

 Which two laptop ports are used primarily for communication and network (.connectivity? (Choose two ?What is the major difference between desktop and laptop motherboards

Ethernet -1

modem -2 Desktop motherboards typically have a standard form factor and are interchangeable while laptop .motherboards are proprietary Which two characteristics make laptops a better choice than desktop computers? mobility -1 (.(Choose two size -2 Which type of interface do current laptops use to achieve similar expansion PC ExpressCard ?capabilities as desktops Which generation of cell-phone standards was the first to deal with how to send Third ?and receive text, photographs, and video Where can a technician change the power schemes on a laptop running Select Power Options from ?Windows XP .within the Control Panel ?What is the proper way to clean optical drives Use a cleaning disc for optical .drives Which two actions should be performed to clean the surface of CDs and DVDs? .Use a lint-free cotton cloth -1 (.(Choose two Wipe the disc from the -2 .center outward ?Which display technology is most commonly found in modern laptop computers LCD Which three components commonly connect to USB or FireWire ports? (Choose camera -1 (.three printer -2 scanner -3 disk drive -1

Which two devices can be individually configured within Windows XP to power (.off after the laptop has been idle for a given period of time? (Choose two

monitor -2 Refer to the exhibit. Which two form factors are supported by the devices shown 34mm wide -1 (.in the graphic? (Choose two 54mm wide -2 Refer to the exhibit. A laptop has these graphics on specific keys on the F8 keyboard. Which key would be used in conjunction with the Fn key to connect a ?laptop to an external monitor A technician is replacing a laptop SODIMM. With what component is the RAM ?technician working A technician has been called in to troubleshoot a laptop that fails to power on. .Attach the AC adapter The technician repeatedly pushes the power button without any results. What ?should the technician do next A technician is responding to a helpdesk ticket for a laptop that has a distorted Reset the laptop to the native ?image of the Windows desktop. What is one possible solution .resolution ?Which component should be removed before cleaning a laptop Battery Which two questions that a technician can ask during the troubleshooting What software has been -1 (.process are considered open-ended? (Choose two ?installed How would you describe -2 the problem you are ?experiencing USB Bluetooth

?Refer to the exhibit. Which laptop component port is circled Refer to the exhibit. Which type of connection is indicated when a laptop LED is ?illuminated with the symbol that is shown

(Chapter 7 Exam - IT Essentials: PC Hardware and Software (Version 4.1

 ?Which technology is used by laser printers Which laser printer component is a metal cylinder that is coated with a light?sensitive insulating material Which software, embedded in a printer, controls how the printer operates and can ?be upgraded ?Which software converts scanned pages into text ?What is the best source for a Windows-compatible scanner driver Which Windows XP command sends a file named example.txt to the default ?printer ?Which printer technology is used in low-cost, photo-quality printers ?What is typical of a network printer installation Instead of the document that was expected, a printer is printing unusual ?characters. What should be the next steps in solving this printer problem

electrophotographic drum firmware Optical Character Recognition website for scanner manufacturer print example.txt inkjet the use of Ethernet or wireless Send the print job again. If that fails to work, turn the printer off and back on, then resend the print job. If the problem still exists, reinstall or upgrade the .print driver damage to the UPS Paper Type -1 Print Quality -2 USB -1 FireWire -2 .Remove power to the printer removing impurities collected on internal components rebooting the computer -1 restarting the print spooler -2 .Identify the symptoms moving parts internal leaks -1 reduced life of the printer -2 wiping the glass with cloth -1 removing the glass during -2 cleaning drum

?What problem might be encountered if a laser printer is plugged into a UPS Refer to the exhibit. Which two printer configuration settings should be modified (.when changing from standard paper to photo paper? (Choose two Which two interface types can supply power to a scanner or printer? (Choose (.two ?What is the recommended first step in performing printer maintenance ?Which routine maintenance procedure can extend the life of a printer (.Which two methods can restart a stopped print service? (Choose two

?What is the first step in troubleshooting a printing problem What is a feature that causes printers to require higher levels of maintenance ?than other electrical devices require What are two possible negative results from refilling ink cartridges on a printer? (.(Choose two What are two recommended procedures for proper scanner care and (.maintenance? (Choose two

A museum possesses several old paintings that the curators wish to reproduce and sell in the museum gift shop. Which type of scanner can be used to produce ?the highest-quality reproduction

(Chapter 8 Exam - IT Essentials: PC Hardware and Software (Version 4.1 ?The Internet is an example of which type of network WAN ?Which suite of protocols is used to transmit data across the Internet TCP/IP Which dotted decimal number is used to distinguish the network portion of an subnet mask

?IP address from the host portion ?What is the most commonly used DSL technology Which three factors are reasons to choose a client/server model for a network (.instead of peer-to-peer? (Choose three

ADSL The company network -1 requires secure access to .confidential information The users need a central -2 database to store inventory .and sales information The data gathered by the -3 employees is critical and should be backed up on a regular basis The number of twists in -1 the wires inside the cable

Which two factors are used to determine the different categories of UTP (.cabling? (Choose two

The number of wires -2 .inside the cable Which Windows XP command displays the route taken by packets crossing an Tracert ?IP network What is the maximum range a data signal can travel through a 1000BASE-T (ft (100 m 328 ?network segment (.Which two characteristics describe Ethernet technology? (Choose two supported by IEEE 802.3 -1 standards uses a bus logical -2 topology Hub a bad network cable

Which device enables computers to be attached to a network without ?segmenting the network A student is helping a friend with a home computer that can no longer access the Internet. Upon investigation, the student discovers that the computer has been assigned the IP address 169.254.100.88. What could cause a computer to ?get such an IP address A student brings a laptop to a school that has wireless access. The laptop is not connecting to the school network. What is the first thing that the student ?should check Which procedure is normally performed when connecting a computer to an ?Ethernet network for the first time Workers are required to access the company LAN when traveling. Which ?networking technology can provide secure and encrypted access to the LAN Which two statements are true of network computing in contrast to non(.network computing? (Choose two

the available wireless networks within range Attach a cable that has an RJ.45 connector VPN Fewer peripherals are -1 needed Centralized administration -2 .capabilities are enhanced It developed standards to replace proprietary standards after U.S. telephone industry .deregulation faulty NIC -1 faulty patch cord -2

?What is true about the TIA/EIA

A technician installs a new NIC in a PC and connects an Ethernet patch cord from the NIC to a wall jack. The technician then notes that the link lights are not active on the NIC. Which two problems could be indicated by this lack of (.activity? (Choose two ?Why should network cables always be labeled Which method is recommended in order to avoid problems with counterfeit ?network equipment

to save troubleshooting time Purchase equipment only through manufacturer.authorized partners Which networking protocol translates a network name such as www.cisco.com DNS ?to a unique IP address

(Chapter 9 Exam - IT Essentials: PC Hardware and Software (Version 4.1 (.What are two examples of malware? (Choose two spyware -1

(.Which two actions improve security on a wireless network? (Choose two

grayware -2 .Enable WEP -1 Enable MAC filtering -2 Implement lockout rules upon consecutive unsuccessful attempts at .accessing the system What items need to be -1 ?protected What is to be done in the -2 ?case of a security breach What are the possible -3 ?threats to the items Download the latest signature files on a regular basis Create a restore point The update will be installed as soon as the computer is powered on guiding visitors within the premises and escorting them personally when they leave spam

?Which best practice should be included in a password protection policy

Which three questions should be addressed by organizations developing a (.security policy? (Choose three

What must be done to ensure that the antivirus software on a computer is able to ?detect and eradicate the most recent viruses A technician has downloaded the latest Windows XP updates from the Microsoft ?website. What should the technician do before installing the updates A computer that is configured for automatic updates is shut down during a scheduled update. However, the update is downloaded successfully without any file being corrupted in the process. What will happen to the update as a result of ?this shutdown ?Which precaution helps protect against social engineering in the workplace

A large number of e-mail messages are appearing in the inbox of a home computer user. The messages relate to products for which the user has never ?requested information. Which name is given to this type of e-mail A company network was subjected to several security attacks after TCP/IP had replay been installed on the company computers. Analysis has shown that in most of the attacks, attackers used network sniffers to extract user names and passwords of critical accounts on the network. Which type of TCP/IP attack did these attackers ?deploy ?How can web tools, such as Java or ActiveX, be used for a malicious attack by installing unwanted programs on a computer Which security device stores user physical characteristics to provide a user level a biometric sensor ?of facility access What condition can allow unauthorized access to a network for users who are not poor wireless device ?physically connected to the network security Why should everyone in an organization give high priority to computer and because everyone can be ?network security affected by computer and network security problems What are two important outcomes of good computer and network security? keep equipment -1 (.(Choose two functioning

What is a signature as the term is used in antivirus and antispyware software ?development Refer to the exhibit. What is the correct order for the steps in the troubleshooting 2.5.4.3.6.1 ?process Which two questions are examples of open-ended questions that could be used in What problems are you -1 (.the security troubleshooting process? (Choose two ?experiencing

provide access only to -2 authorized users a programming code pattern

What websites have you -2 ?visited recently For troubleshooting security problems, what should be done immediately after the Establish a plan of action for ?exact cause of the problem is determined .resolution At which step of the troubleshooting process will a computer technician ask the Identify the problem ?customer a series of open-ended and closed-ended questions (Chapter 10 Exam - IT Essentials: PC Hardware and Software (Version 4.1 A customer calls to complain that another technician was rude to them. In the Listen to the complaint, past, the technician has received many complaints about rudeness regarding this apologize for the incident,

?coworker. How should the technician handle this complaint (.Which two actions are examples of good netiquette? (Choose two

and then offer to help the .customer Check grammar and -1 spelling before sending email Use mixed case in e-mail -2 instead of all upper case or all lower case Step away from the computer and ask the user to close the document resolving computer problems that require opening up the computer Use simple step-by-step -1 .instructions .Speak in plain terms -2 .Go for a quick walk -1 .Listen to soothing sounds -2

While servicing a computer, a technician notices that a document labeled ?"confidential" is open on the computer. What should the technician do ?Which task would be the responsibility of a level-two technician Which two techniques should be used when dealing with an inexperienced (.customer? (Choose two

Which three relaxing techniques can help relieve the stress caused from helping (.customers in a call center? (Choose three

Practice relaxed -3 .breathing ?What is the recommended way to place customers on hold Ask and wait for permission before placing customers on hold Which issue is an example of an exception to an SLA that should be escalated to A customer wants two new ?a manager computers added to the existing SLA without .additional cost While a technician is listening to a lengthy explanation of a problem, the Wait until the customer has technician identifies the solution to the problem. How should the technician finished speaking, and then ?proceed explain the possible solution Which three pieces of information should be given to the next technician when your name -1 (.transferring a customer? (Choose three ticket number -2 customer name -3 ?For a computer technician, what is the first step in resolving a customer problem speaking directly with the customer Which statement is true about the role of stress when troubleshooting customer Reducing stress helps ?computer problems customers provide more useful information Why is good communication a critical part of successfully troubleshooting It helps technicians learn ?customer problems important details from the .customer What are two examples of technician interactions with a customer that are sending chain letters -1 (.considered to be either unethical or illegal? (Choose two sending anonymous e- -2 mails Where would legal details be found that describe proper handling of information SLA ?for a specific customer ?What is the primary responsibility of a level-one helpdesk technician to gather pertinent customer information What are two examples of situations where a helpdesk call should be escalated The computer case must -1 (.to a level-two technician? (Choose two .be opened The problem cannot be -2 resolved in less than ten .minutes customer e-mails -1 hard copies of files on the -2 customer desk remote diagnostics utility Follow up with the customer to verify that the problem has .been resolved

A technician works on a customer computer at the customer site after answering a support call. Which two items should the technician regard as being the (.property of the customer? (Choose two Which common feature of helpdesk software allows a technician to control a ?customer computer from a call center desk A computer technician wants to make sure that a customer, who had been experiencing a problem with a hard drive, is satisfied that the problem has been ?resolved. Which of these rules would help accomplish this desire