HP2-H08 V2

Item 1 of 68 What is an advantage of DDR3 RAM?
A. B. C. D.
Item 2 of 68 What can you do with an HP MultiBay or Upgrade Bay?

A. B. C. D.
Item 3 of 68 What does AMT technology enable you to do? (Select two.)
A. B. C. D. E.
Item 4 of 68
What must you do to optimize the performance of a 64-bit processor?

A. B. C. D.
Item 5 of 68 Match each label with the correct port.
Mark item for review
NOTICE
Scroll down to see all available items.
Item 6 of 68 Click the part of the graphic that identifie s the Mobile PCI eXpress Module (MXM) card.
Item 7 of 68 What is a function of High-bandwidth Digital Content Protection (HDCP)?

A. B. C. D.
What is the difference between SATA and eSATA?

A. B. C. D.
Item 9 of 68 A monitor is moved to a new computer. Upon power-up, the screen message Theft Mode Enabled displays. How can you restore the monitor to normal operation? (Select two.)
A. B. C. D. E.
Item 10 of 68 Which type of connector is shown in the exhibit?
A. B. C. D.
Item 11 of 68 Which statement is correct regarding third-party applications pre-installed on HP systems?

A. B. C. D.
Item 12 of 68
Match the HP product with the feature that best identifie s it.
Item 13 of 68 Which benefit does HP DriveGuard add to a notebook?

A. B. C. D.
Item 14 of 68 Which HP product for post-warranty support is available to HP customers?

A. B.
C. D.
Item 15 of 68 Which devices are used to write data to removable media? (Select two.)
A. B. C. D. E.
Item 16 of 68 Which hardware support service is available as an HP Care Pack Service?

A. B. C. D.
Item 17 of 68 Which statement best describes the Trusted Platform Module (TPM)?
A. B. C.
C. D.
Item 18 of 68 Which statement is true about HP thin clients?

A. B. C. D.
Item 19 of 68 What does HP QuickLook enable you to do?

A. B. C. D.
Item 20 of 68 A customer has reported intermittent lockups on a computer kept inside an enclosed cabinet. What is the most likely cause?
A. B. C. D.
Item 21 of 68 Which tool is used to update desktops and notebooks proactively with select HP software and drivers?
A. B. C. D.
Item 22 of 68 Which options are available as HP notebook security features? (Select two.)
A. B. C. D. E.
Item 23 of 68 What is true regarding HP DriveLock if a user has forgotten the master password?
A. B. C. D.
Item 24 of 68 Your customer wants better security for sensitive data on their hard drives and asks for help enabling HP DriveLock. Where should you look to enable this?
A. B. C. D.
Item 25 of 68 When you finished replacing a processor and rebooted, you received an error message stating CPU microcode is not found. What is the first action you should take to find the cause?
A. B. C. D.
Item 26 of 68 Which replacement part can generate an Invalid Electronic Serial Number error?
A. B. C. D.
Item 27 of 68
What is included with the recovery media set in addition to the operating system CD/DVD?
A. B. C. D.
Item 28 of 68
What is the maximum recommended distance between two devices when communicating using Bluetooth
A. B. C. D.
Item 29 of 68 A system boots from a SCSI drive but after the addition of an IDE hard drive, the system no longer boots. What is the probable cause?
A. B. C. D.
Item 30 of 68 The maximum amount of usable RAM in Microsoft Vista is limited by which factors? (Select two.)
A. B. C. D. E.
Item 31 of 68 What should you do to view details of the graphics driver?

A. B. C. D.
Item 32 of 68 Which tool should you use to set and change the Smart Card PIN on an HP notebook?
A. B. C. D.
Item 33 of 68 Which statement best describes the function of HP Wireless Assistant?
A. B. C. D.
Item 34 of 68 Which utility should be used to configure a WWAN device on an HP notebook?

A. B. C. D.
Item 35 of 68 Which key should you press during bootup to access the HP BIOS Setup Configuration Utility?
A. B. C. D.
Item 36 of 68
You have determined that a computer has a defective hard drive. What is the next step in the HP Six-Step Troubleshooting Methodology process that you should take?
A.
B. C. D.
Item 37 of 68 A user's notebook battery drains and never charges while docked. When an AC adapter is directly connected to the notebook, the battery charges normally. What should you do first to troubleshoot this issue?
A. B. C. D.
Item 38 of 68
A customer reports no sound after Windows XP loads. What is the first step you should take to identify the cause?
A. B. C. D.
Item 39 of 68 Which first step does HP recommend that you take to resolve compatibility and performance issues?
A.
A. B. C. D.
Item 40 of 68 An HP computer might display a microcode error after you replace which component?
A. B. C. D.
Item 41 of 68 What is last step in the HP Six-Step Troubleshooting Methodology procedure?

A. B. C. D.
Item 42 of 68
A customer's Windows XP computer stops responding during startup. How can you isolate the cause with minimal impact to the customer?
A. B.
C. D.
Item 43 of 68 Which technology does the monitor need to support to play a Blu-ray movie through a DVI connection?
A. B. C. D.
Item 44 of 68 According to HP best practices, where should you verify the service history for a specific computer?
A. B. C. D.
Item 45 of 68
You are working on a computer that does not detect any USB devices. You suspect that USB support is n enabled. Where do you verify this setting?
A. B. C. D.
D.
Item 46 of 68
A computer does not boot from a bootable USB storage device, although the computer can access the file on the storage device in Windows Explorer. What is the cause of this?
A. B. C. D.
Item 47 of 68 Which utility is required to update the DMI after you have replaced a system board?
A. B. C. D.
Item 48 of 68
A customer has performed a memory upgrade. After restarting the computer, the customer experiences a memory dump. What should you do first to resolve this?
A. B. C. D.
Item 49 of 68 What should you do first when a processor displays a temperature warning?
A. B. C. D.
Item 50 of 68 An HP desktop computer with an external hard drive attached is unable to boot to the internal hard drive after restart. What must you do to boot the computer to the internal drive?
A. B. C. D.
Item 51 of 68 Where can you find the latest BIOS for an HP personal computer?
A. B. C. D.
Item 52 of 68 What does HP Wireless Assistant enable you to do?

A. B. C. D.
Item 53 of 68
You have replaced a video adapter in a customer's workstation, but now the network PCI card is no longe recognized by the system. What is the first step you should take to resolve the customer's issue?
A. B. C. D.
Item 54 of 68
A customer reports that the power supply in an HP desktop has had repeated failures. Although it has bee replaced several times, the power supply continues to fail. What is the first step you should take to identify the root cause?
A. B. C. D.
Item 55 of 68 During which step of the HP Six-Step Troubleshooting Methodology does part replacement occur?
A. B. C. D.
Item 56 of 68
After performing a QuickRestore of an HP notebook, you discover that the restore partition is missing. Wh is the probable cause?
A. B. C. D.
Item 57 of 68 A customer has reported a potential safety issue with their HP computer. What should you do?
A. B. C. D.
Item 58 of 68
A customer complains that their notebook battery does not hold a charge for very long. You determine tha the battery has reached the end of its useful life, even though the customer's notebook is still under warranty. What should you do?
A. B. C. D.
Item 59 of 68
You are trying to locate a part number for warranty replacement of a faulty component. Which part numbe should you use?
A. B. C. D.
Item 60 of 68 Which element should be included in a report to HP?

A. B. C. D.
Item 61 of 68 Which diagnostics tool should you use to qualify a memory issue?
A. B. C. D.
Item 62 of 68 Where can you confirm an HP spare part number?

A. B. C. D.
Item 63 of 68 A customer wants additional memory installed on a computer. Where can you find the appropriate part number for supported memory on this computer? (Select two.)
A. B. C. D. E.
Item 64 of 68
A customer reports they are unable to dock dozens of new notebooks. As the onsite technician, you have opened multiple cases with HP but are still unable to resolve. What should you do next?
A. B. C. D.
Item 65 of 68
A customer purchases an HP notebook that is sold only in their region, but does not buy an HP Worldwide Care Pack. A problem with the notebook occurs while traveling in a foreign country. What should the customer do to repair the notebook under warranty coverage?
A. B. C. D.
Item 66 of 68 Which HP utility must you run before replacing a battery under warranty?
A. B. C. D.
Item 67 of 68
You need to disassemble an HP tablet PC that you are unfamiliar with. Which HP resource will provide yo with video instruction?
A. B. C. D.
Item 68 of 68 From which two locations can you run the DPS test? (Select two.)
A. B. C. D. E.
age of DDR3 RAM?
ECC memory correction is a standard feature. It is asynchronous dynamic RAM, which improves performance. It is more power efficient than DDR2 memory. It is compatible with DDR2 memory, which enables easy upgrades.
with an HP MultiBay or Upgrade Bay?
Install an additional hard drive or optical drive. Install additional RAM memory. Daisy chain up to two SCSI hard drives. Install Bluetooth or wireless LAN devices.
chnology enable you to do? (Select two.)
use Wake On Wireless LAN to power up a remote computer manage a computer without network connectivity manage a computer even if the operating system is not running create and manage virtual machines manage a computer even if it is powered off
to optimize the performance of a 64-bit processor?
Install 64-bit compatible RAM. Enable bit control in the BIOS. Use a 64-bit operating system. Install faster system memory.
of High-bandwidth Digital Content Protection (HDCP)?
It enables you to view and store secure high-definition video and audio. It provides the software to play secure high-definition content on non-HDCP compliant monitors. It provides full surround sound audio and high-definition video capabilities to DVI connections. It enables you to play secure high-definition content on a DVI monitor that is HDCP compliant.
nce between SATA and eSATA?
SATA has more drive options. eSATA uses an external port. SATA has lower power consumption. eSATA uses a faster bus speed.
d to a new computer. Upon power-up, the screen message Theft Mode How can you restore the monitor to normal operation? (Select two.)
Obtain the master PIN from the system administrator. Disable the Theft Mode in HP Display Utility. Enter the PIN in HP Display Assistant Utility. Return the monitor to original computer and disable Theft Mode. Press and hold the reset button on the back of the monitor.
nector is shown in the exhibit?
IDE cable USB cable SATA cable FireWire cable
s correct regarding third-party applications pre-installed on HP systems?
Only Microsoft applications are supported. Full product support is available for a fixed period. The applications are not upgradable. The full application can be downloaded from HP.com.
s HP DriveGuard add to a notebook?
It protects the hard drive from moisture damage. It detects sudden motion and temporarily stops the hard drive. It enhances Windows Aero security performance. It encrypts the hard drive data and password-protects it.
for post-warranty support is available to HP customers?
Help Pack Services Care Pack Services
Assistant Services Service Pack Option
used to write data to removable media? (Select two.)
CD drive DVD-RW drive DVD drive USB flash drive Blu-ray drive
upport service is available as an HP Care Pack Service?
24-Hour Call to Repair 4-Hour 24x7 Same Day 8-Hour Same Business Day PC Unit Exchange
est describes the Trusted Platform Module (TPM)?
TPM is software for data encryption on HP PCs. TPM is factory-configured hardware bound to a single system board. TPM is a field-installable upgrade option.
TPM is a field-installable upgrade option. TPM is network software downloadable from the HP website.
s true about HP thin clients?
They run Linux operating systems only. They have no system BIOS. They use an embedded operating system. They have no network functionality.
ckLook enable you to do?
access your Outlook data even if your device is in hibernate mode or powered off access HP technical data or support information on the Internet view the contents of a system folder without opening that folder view the complete system information relating to your notebook
ported intermittent lockups on a computer kept inside an enclosed cabinet. What is the
electrostatic discharge (ESD) radio frequency interference (RFI) high temperature excessive vibration
to update desktops and notebooks proactively with select HP software and drivers?
HP SoftPaq Download HP Update Manager for Vista HP Client Management Software Updates HP Software Update
available as HP notebook security features? (Select two.)
motion sensor data encryption Trusted Platform Module (TPM) processor change alert integrated alarm
ding HP DriveLock if a user has forgotten the master password?
The system board must be replaced. The BIOS must be reset. The security jumper on the system board must be replaced. The drive cannot be recovered; the user data is lost.
nts better security for sensitive data on their hard drives and asks for help enabling HP should you look to enable this? Windows Disk Management Security menu in BIOS Regedit32: Hkey_Local_Machine HP ProtectTools Security Manager
replacing a processor and rebooted, you received an error message stating CPU found. What is the first action you should take to find the cause?
Check the CPU driver for the latest version. Replace the defective processor. Check the HP website for latest BIOS or microcode update. Set the CMOS microcode settings to the default.
t part can generate an Invalid Electronic Serial Number error?
processor system board hard drive memory

ith the recovery media set in addition to the operating system CD/DVD?
application configurations hardware drivers and HP provided applications BIOS settings and available BIOS updates third-party software
um recommended distance between two devices when communicating using Bluetooth?
5 meters (15 feet) 10 meters (30 feet) 20 meters (65 feet) 15 meters (50 feet)
m a SCSI drive but after the addition of an IDE hard drive, the system no longer probable cause? The IDE drive has defaulted to the first boot device in the system boot order. The SCSI drive is not terminated properly. SCSI and IDE devices cannot coexist in the same system. The IDE drive and SCSI drive have the same device ID.
ount of usable RAM in Microsoft Vista is limited by which factors? (Select two.)
processor manufacturer system chipset operating system memory drivers hard drive capacity
o to view details of the graphics driver?
Click the Driver Signing button in the hardware tab of System Properties. Press F10 during bootup and access the Advanced option in the system BIOS. Click the Advanced button of Display Properties in Control Panel. Click the Hardware Profiles button in System Properties.
you use to set and change the Smart Card PIN on an HP notebook?
Smart Card Security for HP ProtectTools Security Center in Windows Control Panel Credential Manager for HP ProtectTools F10 Computer Setup Utility
est describes the function of HP Wireless Assistant?
It displays information about devices such as PC cards. It uses the Windows Zero Configuration Utility. It displays information about whether the wireless network is enabled or disabled. It enables and disables the integrated wireless devices on a notebook.
d be used to configure a WWAN device on an HP notebook?
HP Connection Manager F10 Computer Setup Utility Windows XP Zero Configuration Utility HP Software Update Utility
you press during bootup to access the HP BIOS Setup Configuration Utility?
F2 F10 F1 F12
ed that a computer has a defective hard drive. What is the next step in the HP Six-Step ethodology process that you should take?
Collect additional data
Implement preventive measures Evaluate the data Develop an action plan
battery drains and never charges while docked. When an AC adapter is directly otebook, the battery charges normally.
o first to troubleshoot this issue?
Replace the battery under warranty. Verify that the docking station AC adapter has the correct wattage. Replace the notebook system board. Check the battery with the Battery Health Check Utility.
no sound after Windows XP loads. What is the first step you should take to identify the
Replace the system board. Check the Device Manager. Check for errors in the BIOS. Start Windows in Safe Mode.
es HP recommend that you take to resolve compatibility and performance issues?
Replace the hard drive.
Replace the hard drive. Update HP software. Update the BIOS. Replace the system board.
ight display a microcode error after you replace which component?
hard drive memory system board CMOS battery

the HP Six-Step Troubleshooting Methodology procedure?
Contact technical support Check the warranty status Implement preventive measures Collect data from the error log
ows XP computer stops responding during startup. How can you isolate the cause with he customer?
Restore the factory image. Analyze the win.ini file.
Enable boot logging. Replace the hard drive.

does the monitor need to support to play a Blu-ray movie through a DVI connection?
DVI-I HDCP DVI-D VGA

est practices, where should you verify the service history for a specific computer?
customer-supplied service records Channel Services Network (CSN) Microsoft Windows System Information The Service Media Library (SML)
n a computer that does not detect any USB devices. You suspect that USB support is not o you verify this setting?
hardware profiles on the USB device BIOS setup utility add/remove hardware option
add/remove hardware option

ot boot from a bootable USB storage device, although the computer can access the files ice in Windows Explorer. What is the cause of this?
The USB port is defective. An incorrect boot order is set in the BIOS. The device is locked from user access. Incorrect USB drivers are installed.
uired to update the DMI after you have replaced a system board?
hpsetcfg battery health check HP SoftPaq Download Utility Drive Protection System
rformed a memory upgrade. After restarting the computer, the customer experiences a hat should you do first to resolve this?
Replace the hard drive. Restore the factory defaults on the computer. Verify that memory supported by HP is installed. Access the BIOS setup and ensure that the memory is being seen.
o first when a processor displays a temperature warning?
Install a new processor fan. Replace the cache. Reseat the processor. Check the environment.
mputer with an external hard drive attached is unable to boot to the internal hard drive must you do to boot the computer to the internal drive?
Set the internal hard drive setting to master. Enable USB legacy support. Set the external hard drive setting to slave. Change the boot order.
d the latest BIOS for an HP personal computer?
HP Support Forums HP Support & Drivers website HP PartSurfer HP IT Resource Center (ITRC)
eless Assistant enable you to do?
connect to a wireless WAN manage BIOS information manage hard drives manage multiple wireless devices
a video adapter in a customer's workstation, but now the network PCI card is no longer system. What is the first step you should take to resolve the customer's issue?
Upgrade the firmware. Replace the network adapter. Check the network adapter drivers. Reseat the network adapter.
that the power supply in an HP desktop has had repeated failures. Although it has been mes, the power supply continues to fail.
ep you should take to identify the root cause?
Upgrade the power supply to one with greater capacity. Replace the system board and the power supply. Recommend a power audit of the facility. Replace the complete desktop.
of the HP Six-Step Troubleshooting Methodology does part replacement occur?
Develop and optimize an action plan Determine if the problem is solved Implement preventive measures Execute the action plan
QuickRestore of an HP notebook, you discover that the restore partition is missing. What se? The hard drive is faulty. The QuickRestore media is corrupted. QuickRestore media does not restore the partition. The Restore Partition option was not selected during the QuickRestore.
ported a potential safety issue with their HP computer. What should you do?
Confirm warranty coverage. Escalate to HP for further investigation. Try to duplicate the problem. Repair the computer.
ains that their notebook battery does not hold a charge for very long. You determine that ched the end of its useful life, even though the customer's notebook is still under ould you do?
Replace the battery under warranty as long as the notebook is still under warranty. Tell the customer that the battery warranty does not cover battery degradation. Advise the customer to purchase an HP Care Pack to cover the battery replacement. Recalibrate the battery to increase the battery capacity.
cate a part number for warranty replacement of a faulty component. Which part number
option part number warranty part number assembly part number spare part number
ould be included in a report to HP?
a copy of the error log from the system BIOS an explanation of the problem in high-level technical detail the reasons for the delayed start of onsite service the cause of the error and the parts replaced
tool should you use to qualify a memory issue?
HP Help and Support HP Memory Manager BIOS diagnostics Windows Memory Test
nfirm an HP spare part number?
HP Instant Reference Guide HP Technology Center HP PartSurfer IT Resource Center

additional memory installed on a computer. Where can you find the appropriate part ted memory on this computer? (Select two.)
Maintenance and Service Guide Channel Service Network (CSN) Product User Guide Product QuickSpecs Product Troubleshooting Guide
s they are unable to dock dozens of new notebooks. As the onsite technician, you have ses with HP but are still unable to resolve. What should you do next?
Advise the customer to contact their HP sales manager. Contact HP to escalate for further investigation. Advise the customer to purchase an extended warranty. Order replacement docking stations.
ses an HP notebook that is sold only in their region, but does not buy an HP Worldwide em with the notebook occurs while traveling in a foreign country.
ustomer do to repair the notebook under warranty coverage?
The customer can bring the notebook to any service center in any country. The customer should check with the service center in the foreign country. The customer must return the product to a country where the product is supported. The customer has invalidated the warranty by traveling outside their region.
ust you run before replacing a battery under warranty?
Battery Validation Test Built-In Self Test (BIST) Battery Mark Test Battery Health Check
semble an HP tablet PC that you are unfamiliar with. Which HP resource will provide you on?
Service Media Library (SML) Support Media subscription Maintenance and Service Guide Onsite Agents Reference Set (OARS)
cations can you run the DPS test? (Select two.)
the reset button on the power supply System BIOS Diagnostics Menu Windows Administrative tools HP Vision Field Diagnostics hpsetcfg tool
What is an advantage of DDR3 RAM?
A. B. C. D.
Item 2 of 68 A monitor is moved to a new computer. Upon power-up, the screen message Theft Mode Enabled displays. How can you restore the monitor to normal operation? (Select two.)
A. B. C. D. E.
Item 3 of 68 Which statement about SATA II is correct?

A. B. C. D.
Item 4 of 68 What is the difference between SATA and eSATA?
A. B. C. D.
Item 5 of 68 Match each label with the correct port.
Item 6 of 68 Bluetooth is an example of which networking technology?

A.
B. C. D.
Item 7 of 68 What can you do with an HP MultiBay or Upgrade Bay?

A. B. C. D.
Item 8 of 68 Which statement about SATA technology is correct?
A. B. C. D.
Item 9 of 68 What must you do to optimize the performance of a 64-bit processor?

A. B. C.
D.
Item 10 of 68 Which range of colors does the HP DreamColor display?

A. B. C. D.
Item 11 of 68 Which operating system is supported by HP on HP desktop PCs?

A. B. C. D.
Item 12 of 68 What does HP QuickLook enable you to do?
A. B. C. D.
Item 13 of 68 A technician visiting a customer site discovers that a user has spilled coffee on an HP notebook. The notebook fails to boot and requires several new parts. The user has a standard warranty.
How does this condition affect the warranty?

A. B. C. D.
Item 14 of 68 Which HP product supports a RAID 5 configuration?

A. B. C. D.
Item 15 of 68 Which hardware support service is available as an HP Care Pack Service?
A. B. C. D.
Item 16 of 68 You are trying to determine the original default specification of an HP workstation. Where would you find this information?
A. B. C. D.
Item 17 of 68 Which statement best describes the Trusted Platform Module (TPM)?
A. B. C. D.
Item 18 of 68 Which statement is true regarding HP Firefox Virtual Browser?
A. B. C. D.
Item 19 of 68 Which benefit does HP DriveGuard add to a notebook?

A. B. C. D.
Item 20 of 68 What is the recommended electrostatic discharge (ESD) precaution that you should take before starting work on a computer?
A. B. C. D.
Item 21 of 68 After a customer has replaced a hard drive, how can they restore the PC or notebook to the factory-default configuration?
A. B. C. D.
Item 22 of 68
You have upgraded the memory in a desktop, but the operating system detects 64MB less memory than was actually installed. What should you do first to find the cause?
A. B. C. D.
Item 23 of 68 Which statements about the HP DriveLock password are correct? (Select two.)
A. B. C. D. E.
Item 24 of 68 What is true regarding HP DriveLock if a user has forgotten the master password?
A. B. C. D.
Item 25 of 68
A customer calls HP support saying his account is locked out, and the HP Credential Manager will not unlock his account. What should be the first thing you ask the customer about his user account?
A. B. C. D.
Item 26 of 68 Where can you enable the Trusted Platform Module (TPM) option?
A. B. C. D.
Item 27 of 68 Which HP tool enables you to update the BIOS in a Windows environment?
A. B. C. D.
Item 28 of 68 Which tool should you use to set and change the Smart Card PIN on an HP notebook?
A. B. C. D.
Item 29 of 68 Which replacement part can generate an Invalid Electronic Serial Number error?
A. B. C. D.
Item 30 of 68 A customer has reported intermittent lockups on a computer kept inside an enclosed cabinet. What is the most likely cause?
A. B. C. D.
Item 31 of 68 After installation of a new PC, the customer reports that it is running very slow over the network. What is the most likely cause?
A.
A. B. C. D.
Item 32 of 68 What do you need to remember about thermal grease after replacing an AMD processor?
A. B. C. D.
Item 33 of 68 HP is committed to the Return of Hazardous Substance (RoHS) environment standard. Which statement best defines this standard?
A. B. C. D.
Item 34 of 68 A system boots from a SCSI drive but after the addition of an IDE hard drive, the system no longer boots. What is the probable cause?
A. B.
B. C. D.
Item 35 of 68 During which step of the HP Six-Step Troubleshooting Methodology does part replacement occur?
A. B. C. D.
Item 36 of 68 One out of ten identically configured computers at a customer's site is exhibiting random lockups. What is the first component you should swap with another working unit to determine whether this is a software or hardware problem?
A. B. C. D.
Item 37 of 68 In the HP Six-Step Troubleshooting Methodology, what is an example of evaluating data?

A. B.
C. D.
Item 38 of 68 What should you do before installing a replacement part in an HP workstation?

A. B. C. D.
Item 39 of 68 Why should you validate the serial number on an HP notebook or desktop? (Select two.)
A. B. C. D. E.
Item 40 of 68 Which key should you press during bootup to access the HP BIOS Setup Configuration Utility?
A. B. C.
D.
Item 41 of 68 An application on a customer's HP desktop has failed. Where can you find the application log file?
A. B. C. D.
Item 42 of 68 A user's notebook battery drains and never charges while docked. When an AC adapter is directly connected to the notebook, the battery charges normally. What should you do first to troubleshoot this issue?
A. B. C. D.
Item 43 of 68 A customer's Windows XP computer stops responding during startup. How can you isolate the cause with minimal impact to the customer?
A. B.
C. D.
Item 44 of 68 What should you do first when a customer reports low battery capacity?
A. B. C. D.
Item 45 of 68 What information does the HP Battery Health Check utility provide about the battery?
A. B. C. D.
Item 46 of 68 What should be the first step in troubleshooting a component that is not recognized by the system?
A. B. C.
D.
Item 47 of 68 Which first step does HP recommend that you take to resolve compatibility and performance issues?
A. B. C. D.
Item 48 of 68 Which action should you suggest to a customer before you go onsite to replace an intermittently failing hard drive?
A. B. C. D.
Item 49 of 68 Other than on the serial number label, where can you access the serial number for an HP notebook or desktop?
A. B. C. D.
D.
Item 50 of 68 A customer is logged in to the network but cannot print to the network printer. How do you determine if the issue is related to the PC or the network printer?
A. B. C. D.
Item 51 of 68 A customer has performed a memory upgrade. After restarting the computer, the customer experiences a memory dump. What should you do first to resolve this?
A. B. C. D.
Item 52 of 68 An HP desktop computer with an external hard drive attached is unable to boot to the internal hard drive after restart. What must you do to boot the computer to the internal drive?
A. B. C. D.
Item 53 of 68 Which technology does the monitor need to support to play a Blu-ray movie through a DVI connection?
A. B. C. D.
Item 54 of 68 An HP computer might display a microcode error after you replace which component?
A. B. C. D.
Item 55 of 68 Which utility is required to update the DMI after you have replaced a system board?
A. B. C. D.
Item 56 of 68
A customer is having trouble connecting a notebook to a Wi-Fi access point. What is the first thing that you should check to resolve this problem?
A. B. C. D.
Item 57 of 68 You are trying to locate a part number for warranty replacement of a faulty component. Which part number should you use?
A. B. C. D.
Item 58 of 68 What is the Channel Service Network?

A. B. C. D.
Item 59 of 68 What is the function of the HP Support Assistant?
A. B. C. D.
Item 60 of 68 Which HP utility is used for testing SATA hard drives on HP workstations?
A. B. C. D.
Item 61 of 68 You are at a customer site to repair a computer and have determined that the replacement part is DOA. What should you do?
A. B. C. D.
Item 62 of 68 Which diagnostics tool should you use to qualify a memory issue?
A.
B. C. D.
Item 63 of 68 From which two locations can you run the DPS test? (Select two.)
A. B. C. D. E.
Item 64 of 68 When is it safe to power on a power supply that is disconnected from the other computer components?
A. B. C. D.
Item 65 of 68 Which HP utility must you run before replacing a battery under warranty?
A. B.
B. C. D.
Item 66 of 68 Which step is a required HP procedure for troubleshooting a hard drive?

A. B. C. D.
Item 67 of 68 The system warranty has expired and the customer is requesting support. The customer no longer has proof of purchase. Which support option is available to the customer?
A. B. C. D.
Item 68 of 68 Which HP tool replaces the HP Insight Diagnostics Utility?

A. B. C.
D.
age of DDR3 RAM?
ECC memory correction is a standard feature. It is asynchronous dynamic RAM, which improves performance. It is more power efficient than DDR2 memory. It is compatible with DDR2 memory, which enables easy upgrades.
d to a new computer. Upon power-up, the screen message Theft Mode How can you restore the monitor to normal operation? (Select two.)
Obtain the master PIN from the system administrator. Disable the Theft Mode in HP Display Utility. Enter the PIN in HP Display Assistant Utility. Return the monitor to original computer and disable Theft Mode. Press and hold the reset button on the back of the monitor.
bout SATA II is correct?
SATA II supports native command queuing (NCQ). SATA II is more power-efficient than SATA I devices. SATA II cables can be folded safely. SATA II can daisy chain up to six drives.
nce between SATA and eSATA?
SATA has more drive options. eSATA uses an external port. SATA has lower power consumption. eSATA uses a faster bus speed.
ample of which networking technology?
Wireless PAN
Wireless LAN Wireless MAN Wireless WAN

with an HP MultiBay or Upgrade Bay?
Install an additional hard drive or optical drive. Install additional RAM memory. Daisy chain up to two SCSI hard drives. Install Bluetooth or wireless LAN devices.
bout SATA technology is correct?
SAS hard drives can be connected to a SATA controller. SATA hard drives can be connected directly to a SCSI controller. SATA hard drives can be connected to a SAS controller. SATA hard drives can be installed in a daisy chain configuration.
to optimize the performance of a 64-bit processor?
Install 64-bit compatible RAM. Enable bit control in the BIOS. Use a 64-bit operating system.
Install faster system memory.

ors does the HP DreamColor display?
more than 1 billion colors in a 30-bit, LED-backlit display more than 10 billion colors in a 30-bit, LED-backlit display up to 1 million colors in a 30-bit, LED-backlit display up to 10 million colors in a 30-bit, LED-backlit display
ystem is supported by HP on HP desktop PCs?
Ubuntu Linux Windows Server 2008 Windows Vista Windows 2000

ckLook enable you to do?
access your Outlook data even if your device is in hibernate mode or powered off access HP technical data or support information on the Internet view the contents of a system folder without opening that folder view the complete system information relating to your notebook
g a customer site discovers that a user has spilled coffee on an HP notebook. to boot and requires several new parts. The user has a standard warranty.
dition affect the warranty?
The warranty is voided by this condition. The warranty covers accidental damage cases. The warranty is unaffected if the customer decides to purchase accidental damage protection. Contamination issues void the warranty of mice and keyboards only.
supports a RAID 5 configuration?
notebook desktop workstation slimline desktop mobile workstation
upport service is available as an HP Care Pack Service?
24-Hour Call to Repair 4-Hour 24x7 Same Day 8-Hour Same Business Day PC Unit Exchange
etermine the original default specification of an HP workstation. Where would ation? BIOS asset tag product number serial number
est describes the Trusted Platform Module (TPM)?
TPM is software for data encryption on HP PCs. TPM is factory-configured hardware bound to a single system board. TPM is a field-installable upgrade option. TPM is network software downloadable from the HP website.
s true regarding HP Firefox Virtual Browser?
It creates a secure virtualization layer that prevents malware and viruses. It can be enabled on all new HP desktops in the system BIOS and run from the boot menu. It is run as a plug-in for Mozilla Firefox 3 and later on HP machines. It is not installed on client machines and runs from a server to provide a virtual environment.
s HP DriveGuard add to a notebook?
It protects the hard drive from moisture damage. It detects sudden motion and temporarily stops the hard drive. It enhances Windows Aero security performance. It encrypts the hard drive data and password-protects it.
mended electrostatic discharge (ESD) precaution that you should take before computer?
Use a power outlet to ground the computer. Store all electronic parts in a plastic bag. Touch a metallic portion of the case to establish ground. Put on a grounded wrist strap.
as replaced a hard drive, how can they restore the PC or notebook to the figuration?
by restoring the settings from the preinstalled operating system on the new hard drive by purchasing a new operating system from Microsoft by using the recovery media created during the installation process by using the recover operating system option within the BIOS
d the memory in a desktop, but the operating system detects 64MB less actually installed. What should you do first to find the cause?
Verify that no third-party memory is installed. Check the disabled memory slot in BIOS. Check the disabled memory hole in the system BIOS. Determine the amount of shared video memory.
about the HP DriveLock password are correct? (Select two.)
It is stored in the system BIOS. It cannot be reset if the password is forgotten. It can be reset through User Accounts in the Control Panel. It protects the data on the hard drive using encryption. It can be reset by removing and reseating the real-time clock battery.
ding HP DriveLock if a user has forgotten the master password?
The system board must be replaced. The BIOS must be reset. The security jumper on the system board must be replaced. The drive cannot be recovered; the user data is lost.
P support saying his account is locked out, and the HP Credential Manager will ount. What should be the first thing you ask the customer about his user
Is it an administrator account? Is the computer a member of the correct domain? Is it the only account on the computer? Is he using the correct user name?
able the Trusted Platform Module (TPM) option?
BIOS Internet security settings Windows Control Panel Device Manager

bles you to update the BIOS in a Windows environment?
HPQFlash Utility HP SoftPaq Download Utility EROMPAQ flash utility cpqtag utility
you use to set and change the Smart Card PIN on an HP notebook?
Smart Card Security for HP ProtectTools Security Center in Windows Control Panel Credential Manager for HP ProtectTools F10 Computer Setup Utility
t part can generate an Invalid Electronic Serial Number error?
processor system board hard drive memory

ported intermittent lockups on a computer kept inside an enclosed cabinet. kely cause?
electrostatic discharge (ESD) radio frequency interference (RFI) high temperature excessive vibration
a new PC, the customer reports that it is running very slow over the network. kely cause?
The IP address is incorrect.
The IP address is incorrect. DHCP is disabled. The memory needs to be replaced. The Ethernet card has autonegotiated 10Mb speed.
to remember about thermal grease after replacing an AMD processor?
You should clean the CPU and heat sink and carefully apply the entire syringe of grease in an even layer. You should clean the CPU and heat sink and apply 50% of the grease in the syringe evenly over the processor. If the heat sink and the CPU show no signs of wear, you do not need thermal grease. Currently shipping AMD CPUs do not need thermal grease.
the Return of Hazardous Substance (RoHS) environment standard. Which ines this standard?
RoHS regulates the supply and return of notebook batteries. RoHS defines the policy for the disposal of obsolete equipment. RoHS regulates the supply and return of parts containing restrictive materials. RoHS defines the process for a compliant processor upgrade.
m a SCSI drive but after the addition of an IDE hard drive, the system no t is the probable cause? The IDE drive has defaulted to the first boot device in the system boot order. The SCSI drive is not terminated properly.
The SCSI drive is not terminated properly. SCSI and IDE devices cannot coexist in the same system. The IDE drive and SCSI drive have the same device ID.
of the HP Six-Step Troubleshooting Methodology does part replacement
Develop and optimize an action plan Determine if the problem is solved Implement preventive measures Execute the action plan
ntically configured computers at a customer's site is exhibiting random lockups. mponent you should swap with another working unit to determine whether this rdware problem?
memory system board hard drive processor

Troubleshooting Methodology, what is an example of evaluating data?
asking the customer to describe the symptoms of the problem downloading a maintenance guide
deciding whether the problem is caused by hardware or software failure installing service packs
o before installing a replacement part in an HP workstation?
Validate the issue. Reload the operating system. Confirm the warranty. Format the drive.
alidate the serial number on an HP notebook or desktop? (Select two.)
to verify the original computer configuration to activate pre-installed software to reactivate the operating system to ensure that the product is covered under warranty to enable HP applications
you press during bootup to access the HP BIOS Setup Configuration Utility?
F2 F10 F1
F12
a customer's HP desktop has failed. Where can you find the application log file?
root directory MPS report temp directory system dump report
battery drains and never charges while docked. When an AC adapter is directly otebook, the battery charges normally.
o first to troubleshoot this issue?
Replace the battery under warranty. Verify that the docking station AC adapter has the correct wattage. Replace the notebook system board. Check the battery with the Battery Health Check Utility.
ows XP computer stops responding during startup. How can you isolate the impact to the customer?
Restore the factory image. Analyze the win.ini file.
Enable boot logging. Replace the hard drive.
o first when a customer reports low battery capacity?
Test the battery using EFI Diagnostics. Run the HP Battery Health Check. Run HP Vision Field diagnostics. Replace the battery under warranty.
oes the HP Battery Health Check utility provide about the battery?
warranty ID number of charges remaining name of the manufacturer serial number

e first step in troubleshooting a component that is not recognized by the
Exchange the component with a "known good" component. Reseat the component. Reinstall all drivers related to this component.
Remove the component from the system.

es HP recommend that you take to resolve compatibility and performance
Replace the hard drive. Update HP software. Update the BIOS. Replace the system board.
d you suggest to a customer before you go onsite to replace an intermittently
Print all relevant error logs. Create a user ID. Back up important data. Provide the login password.
serial number label, where can you access the serial number for an HP op?
F2 Utility Drive Protection System (DPS) test BIOS Setup Utility Bootlog file
Bootlog file
ed in to the network but cannot print to the network printer. How do you ue is related to the PC or the network printer?
Replace the network cable from the PC and try to print. Get the IP address from the printer and try to ping the address. Change the drivers for the network printer and resend the print job. Get the IP address of the NIC for the PC and try to ping the address.
rformed a memory upgrade. After restarting the computer, the customer mory dump. What should you do first to resolve this?
Replace the hard drive. Restore the factory defaults on the computer. Verify that memory supported by HP is installed. Access the BIOS setup and ensure that the memory is being seen.
mputer with an external hard drive attached is unable to boot to the internal tart. What must you do to boot the computer to the internal drive?
Set the internal hard drive setting to master. Enable USB legacy support. Set the external hard drive setting to slave. Change the boot order.
does the monitor need to support to play a Blu-ray movie through a DVI
DVI-I HDCP DVI-D VGA

ight display a microcode error after you replace which component?
hard drive memory system board CMOS battery

uired to update the DMI after you have replaced a system board?
hpsetcfg battery health check HP SoftPaq Download Utility Drive Protection System
ng trouble connecting a notebook to a Wi-Fi access point. What is the first thing eck to resolve this problem?
that the Wi-Fi devices can detect the access point that the access point has an SSID that the Wi-Fi device can obtain an IP address that the Wi-Fi devices are enabled and turned on
cate a part number for warranty replacement of a faulty component. Which d you use?
option part number warranty part number assembly part number spare part number
el Service Network?
a support website for authorized support personnel a website that allows product warranty registration a website where customers can locate customer self-repair (CSR) components an internal HP website that provides service information
n of the HP Support Assistant?
to run diagnostics on a computer that will not boot to reinstall an operating system to the factory default state to access any and all diagnostics utilities available on a particular platform to test the availability of the operating system
used for testing SATA hard drives on HP workstations?
Array Configuration Utility (ACU) Vision Diagnostics Built-In Self Test (BIST) Disk Defragmenter
mer site to repair a computer and have determined that the replacement part is you do?
Call HP technical support. Open a new support case with HP. Replace the part as assigned. Cancel the onsite service.
tool should you use to qualify a memory issue?
HP Help and Support
HP Memory Manager BIOS diagnostics Windows Memory Test

cations can you run the DPS test? (Select two.)
the reset button on the power supply System BIOS Diagnostics Menu Windows Administrative tools HP Vision Field Diagnostics hpsetcfg tool
power on a power supply that is disconnected from the other computer
when the power supply has a Built-in Self-Test (BIST) when the power supply is removed from the desktop or workstation when the power supply is properly installed in the desktop or workstation when the power supply is connected through a UPS
ust you run before replacing a battery under warranty?
Battery Validation Test Built-In Self Test (BIST)
Built-In Self Test (BIST) Battery Mark Test Battery Health Check
quired HP procedure for troubleshooting a hard drive?
Use the hpsetcfg tool. Run the Drive Protection System (DPS) tool. Run the HP Backup and Recovery Manager. Run a memory check on the system RAM.
nty has expired and the customer is requesting support. The customer no purchase. Which support option is available to the customer?
No option is available; the system is no longer supportable. The customer must pay for service and any parts required. The customer must purchase an additional HP Care Pack. The customer should call HP to arrange a warranty extension.
aces the HP Insight Diagnostics Utility?
Software Update Utility Vision Field Diagnostics Support Framework
Diagnostics for Windows

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Item 1 of 68 What is an advantage of DDR3 RAM?

Item 2 of 68 What can you do with an HP MultiBay or Upgrade Bay?

What must you do to optimize the performance of a 64-bit processor?

Item 5 of 68 Match each label with the correct port.

Mark item for review

Scroll down to see all available items.

Mark item for review

Item 7 of 68 What is a function of High-bandwidth Digital Content Protection (HDCP)?

What is the difference between SATA and eSATA?

Item 10 of 68 Which type of connector is shown in the exhibit?

Item 11 of 68 Which statement is correct regarding third-party applications pre-installed on HP systems?

Mark item for review

Item 13 of 68 Which benefit does HP DriveGuard add to a notebook?

Item 14 of 68 Which HP product for post-warranty support is available to HP customers?

Item 16 of 68 Which hardware support service is available as an HP Care Pack Service?

Item 18 of 68 Which statement is true about HP thin clients?

Item 19 of 68 What does HP QuickLook enable you to do?

Item 31 of 68 What should you do to view details of the graphics driver?

Item 33 of 68 Which statement best describes the function of HP Wireless Assistant?

Item 34 of 68 Which utility should be used to configure a WWAN device on an HP notebook?

Item 41 of 68 What is last step in the HP Six-Step Troubleshooting Methodology procedure?

Item 52 of 68 What does HP Wireless Assistant enable you to do?

Item 60 of 68 Which element should be included in a report to HP?

Item 62 of 68 Where can you confirm an HP spare part number?

Mark item for review

age of DDR3 RAM?

with an HP MultiBay or Upgrade Bay?

chnology enable you to do? (Select two.)

to optimize the performance of a 64-bit processor?

Mark item for review

of High-bandwidth Digital Content Protection (HDCP)?

nce between SATA and eSATA?

nector is shown in the exhibit?

IDE cable USB cable SATA cable FireWire cable

Mark item for review

s correct regarding third-party applications pre-installed on HP systems?

Mark item for review

s HP DriveGuard add to a notebook?

for post-warranty support is available to HP customers?

Help Pack Services Care Pack Services

Assistant Services Service Pack Option

Mark item for review

used to write data to removable media? (Select two.)

upport service is available as an HP Care Pack Service?

est describes the Trusted Platform Module (TPM)?

s true about HP thin clients?

ckLook enable you to do?

Mark item for review

available as HP notebook security features? (Select two.)

ding HP DriveLock if a user has forgotten the master password?

Mark item for review

t part can generate an Invalid Electronic Serial Number error?

processor system board hard drive memory

um recommended distance between two devices when communicating using Bluetooth?

o to view details of the graphics driver?

Mark item for review

est describes the function of HP Wireless Assistant?

d be used to configure a WWAN device on an HP notebook?

Mark item for review

Collect additional data

Implement preventive measures Evaluate the data Develop an action plan

Mark item for review