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Chapter 1 Exam - IT Essentials: PC Hardware and Software (Version 4.

1)

How many FireWire devices can be supported by a single FireWire port? Which three devices are considered output devices? (Choose three.) Which type of ROM can be reprogrammed with software while it is still physically installed in the computer? Which important feature is offered by the USB standard?

63 1- -2 monitor -3 Headphones printer EEPROM It can supply power from the computer to devices 1394 1- biometric authentication device 2- digital camera ATX BTX 6-pin 4-pin 1- IRQ 2- DMA 3- I/O address RAID LCD

nIaEI httt nEr erte eEta En EIE datEnatE EEEI icihW


Which two devices are considered input devices? (Choose two.)

Which two form factors are commonly used to build a new computer? (Choose two.) What are the two connector types for the 1394a interface? (Choose two.) Which three system resources are commonly used for communication between the CPU or memory and other components in the computer? (Choose three.)

Which technology would be best to use for drive redundancy and data protection? A technician receives a complaint of poor image quality after the user changes the native resolution. While investigating the complaint, the technician discovers there is a mismatch between native mode and the native resolution of the peripheral. Which item is configured incorrectly? Refer to the exhibit. Based on the advertisement that is shown, what is the native resolution of this computer system? Which memory module has a front side bus speed of 200 MHz? Which type of computer resources are direct lines to the processor and are used by computer components to request attention from the CPU? A student has passed the CompTIA A+ certification exam. Based on this passing score, for which job is the student now qualified? What is a function of the operating system in a computer? What is the function of a fan on top of a heat sink? What are two factors that must be considered when choosing a computer case? (Choose two.)

1280 x 800 DDR-400 IRQs PC hardware and software technician It instructs the computer how to process information to move the heat away from the CPU 1- the number of external or internal drive locations 2- the size of the motherboard and the power supply I = P/V = 100W/9V = 11.11A

A technician creates a simple circuit that has a 9 V light bulb attached to a 9 V battery. The power output of the light bulb is 100 W. Which equation should be used to calculate how much current in amps is required to achieve the full 100 W output from the 9 V bulb?

What is a function of a KVM switch?

provides capability to share a keyboard, a mouse, USB devices, and speakers with multiple computers

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

Which two tools are recommended for cleaning a PC? (Choose two.)

1- compressed air 2- soft cloth Defrag 1- Antivirus software 2- Spyware Remover Disk Management Phillips-head screwdriver touching an unpainted part of the computer case System File Checker 1- Spyware Remover 2- Defrag 3- Disk Cleanup digital multimeter spike Turn off and remove the power source. 1- antistatic wrist strap 2- antistatic mat 1- wireless phones 2- microwaves 1- electrical storms 2- power lines to equalize the electrical charge between a person and the equipment It provides reference material for similar problems when such problems are encountered in the future 1- batteries 2- monitors 3- printer toner cartridges Avoid using magnetized tools. compressed air

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.)

Which tool in Windows XP gives a technician access to initialize disks and create partitions? Refer to the exhibit. Which type of tool is presented in the graphic? How does a technician discharge static buildup? Which Windows XP command-line utility scans the critical files of the operating system and replaces any files that have been corrupted? The performance of a computer is reduced after it has been using the Internet. Which three tools could be run to try to improve the performance of the computer? (Choose three.)

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.)

Why should an antistatic wrist strap be worn when working on electronic equipment?

Why is documentation of all services and repairs an important organizational tool for a technician?

Which three computer components contain hazardous materials and require special handling for disposal? (Choose three.)

Which precaution should be taken when working around electronic devices? A technician has a room of computers which are running very hot. The technician 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 wearing an antistatic wrist strap?

CRT monitor

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.)

20-pin connector Pin 1 on the CPU is aligned with Pin 1 on the ZIF socket. 1- hard drive 2- floppy drive 1- PS/2 2- USB 1- PCIe 2- PCI during the POST It issues a number of short beeps. Use standoffs to keep the motherboard above the metal base. The floppy cable has a twist in the cable. optical drive Check the motherboard manual or manufacturer's website. performs a check on all internal components Reattach the side panels to the case. Step 2 provides an interface between a computer and a display monitor to provide functionality for external components to be connected to the computer 1- a floppy data cable to connect the FDD to the motherboard 2- a cable from the power supply to the Berg power connector on the FDD in internal bays Steps 1, 4, 3 Consult the website of the manufacturer

A field technician has been asked to install a wireless 802.11g NIC in a computer, but is unsure about the expansion slots available. Which two types of wireless NICs should the technician have available? (Choose two.) After a technician has assembled a new computer, it is necessary to 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 computer is powered up for the first time, the POST discovers a problem. How does the POST indicate the error? Which action is recommended to prevent the motherboard from contacting the metal base of the case? What is a convenient way that a technician can tell whether a ribbon cable is for an IDE hard drive or a floppy drive? Which type of drive is installed in a 5.25-inch bay? What is the most reliable way for users to buy the correct RAM to upgrade a computer? What is a function of the BIOS? What should be the next installation step after all the internal components of a PC have been installed and connected to Refer to the exhibit. Which should be the last step when connecting external cables to a computer? What is a function of a video adapter card? What is a function of the adapter cards that are installed in a computer?

Which two connections should be provided to a floppy disk drive during installation? (Choose two.)

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? A technician thinks that the file system on a computer has a problem because 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 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 the configurations and customizations of the current Windows XP operating system. Which software can be used to achieve this? Which operating mode is used by Windows XP to run a DOS application? What are three features of the Microsoft Management Console (MMC)? (Choose three.)

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. Chkdsk

Recovery Console

Windows User State Migration Tool virtual real mode 1- It organizes operating system snap-ins. 2- It can be used to create customized MMCs. 3- It requires administrative privileges to access. Safe Mode with Networking Support Develop a preventive maintenance plan. Roll back the driver.

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.)

The operating system will fail to start. compatibility mode C:\WINDOWS multitasking 1- Windows XP Home 2- Windows XP Professional 128 GB or more HKEY_LOCAL_MACHINE 1- Changes to disk partitions can be made 2- A clean copy of Windows Vista is installed. 3- The location of the Windows installation can be selected

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? 1- Ethernet

2- modem Desktop motherboards typically have a standard form factor and are interchangeable while laptop motherboards are proprietary. 1- mobility 2- size PC ExpressCard third

Which two characteristics make laptops a better choice than desktop computers? (Choose two.) Which type of interface do current laptops use to achieve similar expansion capabilities as desktops? Which generation of cell-phone standards was the first to deal with how to send and receive text, photographs, and video? Where can a technician change the power schemes on a laptop running Windows XP?

Select Power Options from 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? (Choose 1- Use a lint-free cotton cloth. two.) 2- Wipe the disc from the 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 three.) 1- camera 2- printer 3- scanner 1- disk drive 2- monitor 1- 34mm wide 2- 54mm wide F8

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.) Refer to the exhibit. Which two form factors are supported by the devices shown in the graphic? (Choose two.) Refer to the exhibit. A laptop has these graphics on specific keys on the 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 technician working? A technician has been called in to troubleshoot a laptop that fails to power on. 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 image of the Windows desktop. What is one possible solution? Which component should be removed before cleaning a laptop? Which two questions that a technician can ask during the troubleshooting process are considered open-ended? (Choose two.)

RAM Attach the AC adapter.

Reset the laptop to the native resolution. Battery 1- What software has been installed? 2- How would you describe 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 1- Paper Type 2- Print Quality 1- USB 2- FireWire Remove power to the printer. removing impurities collected on internal components 1- rebooting the computer 2- restarting the print spooler Identify the symptoms. moving parts 1- internal leaks 2- reduced life of the printer 1- wiping the glass with cloth 2- removing the glass during 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 highestquality reproduction?

Chapter 8 Exam - IT Essentials: PC Hardware and Software (Version 4.1)


The Internet is an example of which type of network? Which suite of protocols is used to transmit data across the Internet? Which dotted decimal number is used to distinguish the network portion of an 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.)

WAN TCP/IP subnet mask ADSL 1- The company network requires secure access to confidential information.
2- The users need a central

database to store inventory and sales information.


3- The data gathered by the

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

employees is critical and should be backed up on a regular basis 1- The number of twists in the wires inside the cable
2- The number of wires inside

Which Windows XP command displays the route taken by packets crossing an IP network? What is the maximum range a data signal can travel through a 1000BASE-T network segment? Which two characteristics describe Ethernet technology? (Choose two.)

the cable. tracert 328 ft (100 m) 1- supported by IEEE 802.3 standards


2- uses a bus logical topology

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.)

hub a bad network cable

the available wireless networks within range Attach a cable that has an RJ45 connector. VPN
1- Fewer peripherals are

needed
2- Centralized administration

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? Which networking protocol translates a network name such as www.cisco.com to a unique IP address?

capabilities are enhanced. It developed standards to replace proprietary standards after U.S. telephone industry deregulation. 1- faulty NIC
2- faulty patch cord

to save troubleshooting time Purchase equipment only through manufacturerauthorized partners. DNS

Chapter 9 Exam - IT Essentials: PC Hardware and Software (Version 4.1)

What are two examples of malware? (Choose two.) 1- spyware

2- grayware 1- Enable WEP. 2- Enable MAC filtering Implement lockout rules upon consecutive unsuccessful attempts at accessing the system. 1- What items need to be protected? 2- What is to be done in the case of a security breach? 3- What are the possible 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 two actions improve security on a wireless network? (Choose two.)

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 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? Which security device stores user physical characteristics to provide a user level of facility access? What condition can allow unauthorized access to a network for users who are not physically connected to the network? Why should everyone in an organization give high priority to computer and network security?

replay

by installing unwanted programs on a computer a biometric sensor poor wireless device security because everyone can be affected by computer and network security problems 1- keep equipment functioning 2- provide access only to authorized users a programming code pattern

What are two important outcomes of good computer and network security? (Choose two.)

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 process? Which two questions are examples of open-ended questions that could be used in the security troubleshooting process? (Choose two.)

1.6.3.4.5.2
1- What problems are you experiencing? 2- What websites have you visited recently? Establish a plan of action for resolution. Identify the problem

For troubleshooting security problems, what should be done immediately after the exact cause of the problem is determined? At which step of the troubleshooting process will a computer technician ask the 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 past, the technician has received many complaints about rudeness regarding this coworker. How should the technician handle this complaint? Which two actions are examples of good netiquette? (Choose two.)

Listen to the complaint, apologize for the incident, and then offer to help the customer. 1- Check grammar and spelling before sending e-mail 2- Use mixed case in e-mail 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 1- Use simple step-by-step instructions. 2- Speak in plain terms. 1- Go for a quick walk. 2- Listen to soothing sounds. 3- Practice relaxed breathing. Ask and wait for permission before placing customers on hold A customer wants two new computers added to the existing SLA without additional cost. Wait until the customer has finished speaking, and then explain the possible solution 1- your name 2- ticket number 3- customer name speaking directly with the customer Reducing stress helps customers provide more useful information It helps technicians learn important details from the customer. 1- sending chain letters 2- sending anonymous e-mails SLA to gather pertinent customer information 1- The computer case must be opened. 2- The problem cannot be resolved in less than ten

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.)

What is the recommended way to place customers on hold?

Which issue is an example of an exception to an SLA that should be escalated to a manager?

While a technician is listening to a lengthy explanation of a problem, the technician identifies the solution to the problem. How should the technician proceed? Which three pieces of information should be given to the next technician when transferring a customer? (Choose three.)

For a computer technician, what is the first step in resolving a customer problem? Which statement is true about the role of stress when troubleshooting customer computer problems? Why is good communication a critical part of successfully troubleshooting customer problems?

What are two examples of technician interactions with a customer that are considered to be either unethical or illegal? (Choose two.) Where would legal details be found that describe proper handling of information for a specific customer? What is the primary responsibility of a level-one helpdesk technician? What are two examples of situations where a helpdesk call should be escalated to a level-two technician? (Choose two.)

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?

minutes. 1- customer e-mails 2- hard copies of files on the customer desk remote diagnostics utility Follow up with the customer to verify that the problem has been resolved.