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Tuesday, 24 May 2011

IT Essentials: PC Hardware and Software (Version 4.1). Questions and Answers


chapter 9

What are two examples of malware? (Choose two.)
- Spyware
- Grayware
Which three questions should be addressed by organizations developing a security policy? (Choose three.)
- What items need to be protected?
- What is to be done in the case of a security breach?
- What are the possible threats to the items?
Which security device stores user physical characteristics to provide a user level of facility access?
- a biometric sensor
What are two important outcomes of good computer and network security? (Choose two.)
- keep equipment functioning
- provide access only to authorized users
Which two actions improve security on a wireless network? (Choose two.)
- Enable WEP.
- Enable MAC filtering.
For troubleshooting security problems, what should be done immediately after the exact cause of the problem is determined?
- Establish a plan of action for resolution.
Why should everyone in an organization give high priority to computer and network security?
- because everyone can be affected by computer and network security problems
A technician has downloaded the latest Windows XP updates from the Microsoft website. What should the technician do before installing the updates?
- Create a restore point.
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?
- Spam
How can web tools, such as Java or ActiveX, be used for a malicious attack?
- by installing unwanted programs on a computer
At which step of the troubleshooting process will a computer technician ask the customer a series of open-ended and closed-ended questions?
- Identify the problem.
Which precaution helps protect against social engineering in the workplace?
- guiding visitors within the premises and escorting them personally when they leave
What is a signature as the term is used in antivirus and antispyware software development?
- a programming code pattern
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?
- Replay
Which best practice should be included in a password protection policy?
- Implement lockout rules upon consecutive unsuccessful attempts at accessing the system.
Refer to the exhibit. What is the correct order for the steps in the troubleshooting process?
- 2, 5, 4, 3, 6, 1
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?
- The update will be installed as soon as the computer is powered on.
What condition can allow unauthorized access to a network for users who are not physically connected to the network?
- poor wireless device security
What must be done to ensure that the antivirus software on a computer is able to detect and eradicate the most recent viruses?
- Download the latest signature files on a regular basis.
Which two questions are examples of open-ended questions that could be used in the security troubleshooting process? (Choose two.)
- What problems are you experiencing?
- What websites have you visited recently?

chapter 10

1.What is the recommended way to place customers on hold?
Place customers on hold as soon as the issue is identified. The on-hold message will inform customers that they have been placed on hold.
As soon as the issue has been identified, tell customers that you need to put them on hold, then immediately place them on hold.
*Ask and wait for permission before placing customers on hold.
Do not place customers on hold. Ask them to call back in an hour when the issue would have been researched and a solution found.

What is the primary responsibility of a level-one helpdesk technician?
to solve simple problems
to update drivers and OS patches
to use remote diagnostic software
*to gather pertinent customer information

Which three pieces of information should be given to the next technician when transferring a customer? (Choose three.)
*your name
*ticket number
impressions of the customer
*customer name
department name
part numbers

Why is good communication a critical part of successfully troubleshooting customer problems?
*It helps technicians learn important details from the customer.
It ensures that customers will not complain about poor service.
It ensures that the technician is in high demand on the job market.
It reduces the need to rely on technical manuals and online research.

Which two techniques should be used when dealing with an inexperienced customer? (Choose two.)
*Use simple step-by-step instructions.
Explain possible causes of the problem to the customer.
Criticize the customer to prevent the possibility of repeating the problem in the future.
Ask to set up a conference call with a level-two technician.
*Speak in plain terms.

Which three relaxing techniques can help relieve the stress caused from helping customers in a call center? (Choose three.)
Take calls only from customers that are knowledgeable about computers.
Take frequent gaming breaks.
*Go for a quick walk.
*Listen to soothing sounds.
*Practice relaxed breathing.
Take a long lunch hour to reduce fatigue.

Which two actions are examples of good netiquette? (Choose two.)
Avoid beginning an e-mail with a formal greeting when it is a reply.
Help keep flame wars only for humanistic reasons.
*Check grammar and spelling before sending e-mail.
*Use mixed case in e-mail instead of all upper case or all lower case.
Reply to flames but not via e-mail.

What are two examples of technician interactions with a customer that are considered to be either unethical or illegal? (Choose two.)
*being impatient
lacking sensitivity
sending chain letters
*sending anonymous e-mails
closing a case before resolution

Which task would be the responsibility of a level-two technician?
resolving computer problems that are limited to software errors
gathering information from the customer
directing the customer to the appropriate computer vendor for help
*resolving computer problems that require opening up the computer

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?
Ask a level-two technician to check on the customer satisfaction survey response.
Call the user daily to ensure the hard drive is working satisfactorily.
*Follow up with the customer to verify that the problem has been resolved.
Inform the distribution center that the customer is satisfied with the repair.

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?
Interrupt the customer immediately to explain the solution.
Interrupt the customer at the earliest opportunity because you know what they are going to say.
*Wait until the customer has finished speaking, and then explain the possible solution.
Ask the customer to complete the explanation as quickly as possible because a possible solution is known.

Which statement is true about the role of stress when troubleshooting customer computer problems?
*Reducing stress helps customers provide more useful information.
Increased stress helps improve focus on fixing the problem quickly.
Stressful situations are important for establishing good customer rapport.
Stress is one of the most useful resources available to the computer technician.

For a computer technician, what is the first step in resolving a customer problem?
brainstorming with co-workers
searching vendor support sites
reviewing technical documentation
*speaking directly with the customer

Where would legal details be found that describe proper handling of information for a specific customer?
Netiquette rules
customer support call transcripts
employee confidentiality agreement

Which common feature of helpdesk software allows a technician to control a customer computer from a call center desk?
online help files
contact database
*bug reporting tools
call queue management
remote diagnostics utility
16. 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?
Listen to the complaint and explain that the coworker is frequently rude.
Tell the customer that they can call the supervisor if they have a complaint.
*Listen to the complaint, apologize for the incident, and then offer to help the customer.
Ask the customer to submit their complaint in writing.

While servicing a computer, a technician notices that a document labeled "confidential" is open on the computer. What should the technician do?
Call another user to check the file.
*Step away from the computer and ask the user to close the document.
Minimize the document and pretend not to notice it.
Report the situation to the manager responsible for the user.
Close the file without saving any changes to the file.

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.)
*customer e-mails
transcripts of the support call
*hard copies of files on the customer desk
technical notes that are related to the support case
Internet searches that are related to the support case

Which issue is an example of an exception to an SLA that should be escalated to a manager?
A customer wishes to change the details of the contact person on the SLA.
*A customer wants two new computers added to the existing SLA without additional cost.
The customer is asking to upgrade the level of service and is willing to pay the price difference.
An unhappy customer calls to get clarification of the costs and penalties of the SLA.

What are two examples of situations where a helpdesk call should be escalated to a level-two technician? (Choose two.)
The computer case must be opened.
*The problem description lacks specific details.
The customer contact information is inaccurate.
*The make and model of computer are not recorded.
The problem cannot be resolved in less than ten minutes

IT Essential v4.1 Chapter 11

1.A technician suspects that a hard drive is beginning to fail. Which two conditions would support this suspicion? (Choose two.)
*The hard drive is making unusual noises.
*The hard drive has a gradual increase in the number of bad sectors.
2.Which two problems are caused by inadequate CPU cooling and ventilation? (Choose two.)
*The computer locks up.
*The computer does not boot.
3.A technician fails to successfully boot a computer into Safe Mode. The technician then successfully boots the computer using a Windows boot disk. What is the most likely cause of the problem?
*hard drive failure
4.A technician is concerned that a computer is overheating. The computer reboots without warning. What can the technician do to improve the circulation of air through the computer?
*Replace the case with one that has front air vents.
5.A customer needs help selecting a new power supply for an existing computer. Which two questions should a salesperson ask to help the customer? (Choose two.)
*What is the size of the case, and which type of motherboard is in the computer?
*Which components are currently being used on the computer, and what new components may be added to the computer?
6.Which three computer system capabilities should a technician consider when installing a video capture card? (Choose three.)
*processor speed
*amount of RAM
*VGA adapter specification
7.A customer is interested in video editing and has purchased a FireWire hard drive for storage of videos. However, no FireWire ports are available on the motherboard. What type of adapter will the customer be interested in obtaining?
8.Which tool would be the best to use to test the voltage output on every pin of a SATA connector?
9.When a computer boots, the hard disk is not recognized. What are two possible causes of the problem? (Choose two.)
*The power cable is not attached properly to the drive.
*The data cable is loose or disconnected.
10.A computer system keeps losing the date and time or requesting to go into the Setup program during the boot process. What are two possible solutions? (Choose two.)
*Replace the motherboard battery.
*Verify that the motherboard battery is secure.
11.A technician is upgrading a computer motherboard and has successfully replaced a single core CPU with a dual core CPU. What should be checked to ensure that the dual core CPU now operates correctly?
*Ensure that the front-side bus settings match the speed of each CPU core.
12.When testing the 6-pin PCIe connector with a multimeter, what should the voltage read?
*12 V
13.Why is a solid state drive more reliable than a traditional drive?
*It has fewer moving parts.
14.A motherboard flash BIOS has been updated. After the update, the computer restarts, but does not boot. The technician examines the motherboard documentation and discovers the motherboard has only one BIOS chip. What will the technician have to do to fix this problem?
*Obtain a replacement BIOS chip.
15.Which two ports are used to connect external media readers to a computer? (Choose two.)
16.A technician begins gathering data from a customer by asking open-ended questions. Which question is a proper open-ended question?
*What happens when the PC is powered on?
17.What type of motherboard bus carries memory locations?
18.A technician needs to retrieve a DVD from an optical drive that is jammed and fails to open. What is the best method the technician could use to retrieve the DVD?
*Insert a pin in the small hole next to the eject button.
19.What is the purpose of the copper or aluminum between a processor and the fan on a computer motherboard?
*It elevates the processor in the case to improve airflow.
20.Which two motherboard features must be compatible when selecting a new CPU? (Choose two.)
*chip set
*socket type
21.You are monitoring a new technician installing a device driver on a Windows-based PC. The technician asks why the company requires the use of signed drivers. What would be the best response to give?
*A signed driver has passed Microsoft’s quality lab test and prevents a system from being compromised.
22.What manufacturing process makes a multicore processor operate faster than a single-core processor on the same motherboard?
*The multicore processors are designed with multiple processors integrated into the same circuit.
23. A technician is helping a client select additional RAM for a computer. Which three items should be considered when updating RAM? (Choose three.)
*The memory must be compatible with the video card.
*The memory must be compatible with the motherboard.
24.On what media is information stored when an SSD is installed?
*static RAM
25.What are two probable causes of a computer failing to recognize a newly installed storage device? (Choose two.)
*The device jumpers are set incorrectly.
*The system BIOS settings are incorrect.
26.A new sound card has just been installed, but no sound reaches the speakers. What are two common solutions a technician might implement? (Choose two.)
*Connect the speakers to the correct port.
*Unmute the sound through the operating system.
27.A motherboard has a 64-bit bus. What does this mean?
*The processor buffers 64 bits of data each clock cycle.

IT Essential v4.1 Chapter  11

1. Which printing technology uses the vibration of a crystal to control the flow of ink onto the paper to produce an image?
2. Which printer technology is used in low-cost, photo-quality printers?
3. What laser printer component could cause streaking?
4. Which step of the laser printing process involves scanning the photosensitive drum with a laser?
5. Which software, embedded in a printer, controls how the printer operates and can be upgraded?
6. What is a common disadvantage of inkjet printers?
*The nozzles can get obstructed.
7. What is the best source for a Windows-compatible scanner driver?
*website for scanner manufacturer
8. What are two advantages of using impact printers? (Choose two.)
*carbon-copy printing ability
*inexpensive consumables
9. Which standard governs the use of parallel printer ports?
*IEEE 1284
10. Which technology is used by laser printers?
11. Which Windows XP command sends a file named example.txt to the default printer?
*print example.txt
12. Instead of the document that was expected, a printer is printing unusual characters. What should be the next steps in solving this printer problem?
*Check the printer data cabling. If the cabling is secure on both ends, replace the print cartridge or ribbon.
13. Which type of printer is commonly used in stores to produce cash register receipts?
14. Which two names refer to the IEEE 1394 standard? (Choose two.)
15. Which three functions are commonly included in the all-in-one devices? (Choose three.)
16. 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?
17. Which two modes of operation within the IEEE 1284 standard allow bi-directional communication? (Choose two.)
18. Which unit is commonly used to measure the print quality of an inkjet printer?
19. Which step of the laser printing process is the last step performed by a laser printer when printing a document?
20. Which software converts scanned pages into text?
*Optical Character Recognition
21. What is typical of a network printer installation?
*the use of Ethernet or wireless
22. What is the maximum number of devices that can be connected to a single FireWire interface?
23. What is an advantage of using a solid-ink printer instead of an inkjet printer?
*It produces vivid color prints.
24. Which two Wi-Fi standards are used to provide a wireless connection between printers and computers? (Choose two.)
25. Which laser printer component is a metal cylinder that is coated with a light-sensitive insulating material?

Chapter 13

9.Which two sources can be used to determine the amount of currently installed RAM on a computer? (Choose two.)

Which acronym describes a laptop part that can be replaced by a customer?
Why should care be taken when charging and handling a laptop battery?
– Laptop batteries can explode if mishandled or improperly charged.
Which IEEE specification defines the FireWire standard?
– 1394
A laptop fails to start after a new hard drive has been installed. What are two possible causes of this problem? (Choose two.)
– The hard drive was not connected properly.
– The BIOS does not recognize the new hard drive.
Which statement is true about version control of files that are transferred between a Windows laptop and a Windows desktop PC?
– Windows does not allow files with the same name to exist in the same folder.
Refer to the exhibit. Which type of connection is being established between the PDA and the infrared keyboard?
– line-of-sight
A customer is unable to use a laptop on battery power for more than 30 minutes. What would a technician suggest to this customer?
– Replace the laptop battery.
Which maintenance task can be performed to speed up file access on a laptop?
– disk defragmentation
Some keys on a laptop work intermittently. They sometimes type the letter and sometimes do not. What should a technician do to fix this problem?
– Clean the keyboard.
A laptop that previously worked now fails to boot. The cursor fails to appear on the screen. When a bootable DVD is inserted, the system still fails to boot even though it is set to boot from CD/DVD. The fan turns, so power is applied and the power light is on. The technician installs the hard drive in another laptop and it works there. What is the probable cause of the problem?
– The CD/DVD drive has failed.
Which two types of batteries should be completely discharged and then fully recharged to remove the charge memory? (Choose two.)
– Ni-Cad
– NiMH
Which Windows Vista tool is accurately described?
– Disk Defragmenter is meant to be used when a computer has files that are modified, added, or deleted often.
Which laptop component is typically considered a CRU?
Which attribute of a solid state drive would be an advantage when being used in a laptop?
– Solid state drives reduce power usage.
What are two steps a technician should take before repairing a laptop? (Choose two.)
– Backup all data stored on the laptop.
– Check the warranty to see if repairs must be done by an authorized service center.
A technician is trying to repair a laptop where the images on the display can only be seen when looking at the screen from an angle. What needs to be done to fix the problem?
– Replace the LCD backlight.
Which IEEE specification defines WPAN technology?
– 802.15.1
Which type of encryption key should be enabled on WPA-compliant devices?
– 128-bit
Which three standard procedures must always be included in a preventive maintenance schedule? (Choose three.)
– physical cleaning
– hard drive maintenance
– software updates
A laptop fails to start after a new hard drive has been installed. What are two possible causes of this problem? (Choose two.)
– The hard drive was not connected properly
– The BIOS does not recognize the new hard drive.

IT Essential v4.1 Chapter 14

1.Which two parts, one in a laser printer and one in a dot matrix printer, should be allowed to cool before attempting any repairs? (Choose two.)
fuser assembly
print head
2.Which two pieces of software are included with most new printers and are installed by the user? (Choose two.)
configuration software
printer driver
3.Which Windows component allows the Windows operating system to output graphics to a computer screen or print device?
4.A user reports that whenever he needs to print a document, the print job process is automatically sent to the wrong network printer. Which path should the user follow to resolve this problem in Windows XP?
Start > Control Panel > Printers and Faxes, right-click the printer, and then select Set as Default Printer
5.A technician is installing a new inkjet printer. The printer has successfully printed test pages. Which task also verifies the functionality of an inkjet printer after installing the printer driver?
using different types of paper trays for special paper sizes
6.Which two methods are often used to connect a lower-cost printer to a Windows XP network? (Choose two.)
Use a separate print server.
Connect to a networked computer and share the printer.
7.Which two issues should be considered when purchasing RAM for a new printer? (Choose two.)
physical type of memory
number of memory slots available
8.Which scanner option considerably affects the size of the output file?
resolution settings
9.A technician has completed the routine maintenance service for all the printers in the accounting department. Which action helps ensure that the next routine maintenance service is performed at the correct time?
Reset the counters.
10.Users working in humid environments notice that documents printed by a laser printer are of poor quality. It is discovered that the printer is unable to attach toner to the paper. What is the most likely cause of the problem?
The paper absorbed moisture from the air and is damp.
11.Which two printer parts should be cleaned with a damp cloth? (Choose two.)
roller surfaces in dot matrix printers
print head in inkjet printers
12.As a part of the maintenance process for a laser printer, a technician should remove all the small particles of toner inside the printer. What is the recommended method to perform this task?
Use a vacuum cleaner with HEPA filtration.
13.Which two items can help extend the life of an inkjet printer? (Choose two.)
type of ink
paper type
14.Which type of printing option should be implemented to allow a user to change settings for each document sent to the printer?
15.Users in the accounting department are having trouble digitizing documents with a scanner. What should the technician do to resolve the problem?
Calibrate the scanner.
16.Which type of port is used for low-speed dot matrix printers?
17.Which path will allow a user to add a printer in Windows XP?
Start > Control Panel > Printers and Faxes > Add a Printer
18.A technician is installing network printer software and drivers on a Windows Vista computer. At the Select a Printer stage the technician wants to install a printer that is not listed. Which two methods are available to identify and select the required printer? (Choose two.)
IP address
19.What two solutions would fix the problem that occurs when every page that is printed by a laser printer produces lines or streaks? (Choose two.)
Replace the drum.
Use the cleaning utility to clean the cartridge nozzles.
20.What could be a result of printing with paper that has become damp because of high humidity?
Unusual characers are printed.
Q4.Which two printer components can retain high voltages even after the printer has been unplugged?
– corona wire
– transfer roller

chapter 15 (Not all answers are correct)

A new employee needs to transfer files to the corporate FTP server. However, the employee is unable to log in to the FTP server. What is the most likely cause of the problem?
– The employee is using an incorrect username or password.
Which two protocols are used to receive e-mail? (Choose two.)
– imap
– pop3
A user is receiving e-mail on a regular basis from a particular person. A problem occurs when the e-mail from this same person contains an attachment. What is one solution?
– Request that the person sending the e-mail attach only one picture per e-mail message.
ABC Computer Company is in the process of planning a network for a new client. A network technician has been asked to perform a physical inspection of the facilities to determine the flow of data and protocols required by the client. What is this inspection called?
– site survey
In Internet Explorer, after choosing Tools and then Internet Options, which tab would a user select to set the browser to prompt before downloading potentially unsafe content?
– Security
When planning the network in a new building, the technician notes that the company requires cabling that can extend up to 295 ft (90 m) with enhanced bandwidth support at an affordable price. Which cable type will the technician pick if he chooses the most common type of cabling used on networks?
– Cat5e
A user is reporting intermittent loss of connectivity to the network. No other users have reported similar issues. What preventive maintenance task would likely identify the problem?
– Check for a damaged network cable at the user workstation
Students on the college network need to be able to view folder names and data in files stored on the Windows-based file server, but should never be allowed to add or save information on the server. Occasionally, the students also need to run media programs to watch videos stored on the server. Which permission should the network technician assign to the students accessing the file server?
– read
The network technician is researching the best way to connect the branch offices to the main office. What are three main considerations that the technician should remember when choosing an Internet connection? (Choose three.)
– availability
– reliability
– speed
A technician has been asked to install a second optical drive in a computer. The technician will need to configure the drive as slave. How can the technician accomplish this desired configuration?
– Use jumpers on the drive to configure the drive as slave.
Which three ports are used by SMTP, POP, and IMAP? (Choose three.)
– 25
– 110
– 143
A technician is troubleshooting a networked computer. The technician has gathered as much information as possible from the user and now needs to verify obvious issues. Which two actions should the technician perform? (Choose two.)
– Verify the computer IP information
– Check activity on the routers.
Which two hazards exist when working with fiber optic cabling? (Choose two.)
– chemicals
– glass splinters
A company purchases several wireless NICs at a great price. After installing the NICs, they find that the user cannot connect to the 2.4 GHz wireless network. What is a likely cause of the problem?
– The NICs are designed for the 802.11a standard.
Which statement is true about network maintenance?
– If a network device is making an unusual sound, the device should be turned off immediately.
Which protocol provides secure transport of data from the company web server to remote users?
A technician is concerned that a wireless router is missing current security features. What action could be taken to address this issue?
– Check for an updated firmware version.
Which action should a user take to ensure that personal information that is entered into a website form is not retained on the computer
– Delete the temporary Internet files.
A technician is working on a workstation that has an IP address of The technician found that the computer cannot connect to the Internet and the network cable to the computer had been disconnected. Which command can a technician use to get a new IP address once the cable is reconnected?
– ipconfig /renew
What are two ways to assign an IP address to a wireless NIC? (Choose two.)
– Assign a static address
– Use DHCP.

chapter 16
Which two advantages are attributed to a hardware firewall when compared to a software firewall? (Choose two.)
– It does not impact the processing performance of the equipment it protects.
– It is designed to protect more than one computer.
Windows XP should be updated on a regular basis. In which situation should automatic updates be disabled?
– Users accessing the network using a dial-up connection need to control when the updates are downloaded and installed.
Which important feature is offered by the USB standard?
– It can supply power from the computer to devices.
Which two hashing algorithms are used to ensure that messages are unaltered during transmission? (Choose two.)
– MD5
Which Windows XP command initiates a backup from the command line?
After a technician collects information from the computer, which two sources can provide the technician with possible solutions for various types of network-related problems? (Choose two.)
– the manufacturer FAQ for network devices
– technical websites
Which data security technology takes the form of an object which must be close to a computer before the user can successfully submit a username and password?
– security key fob
Which physical security technology uses an embedded integrated circuit chip to store data safely and is commonly used in secure ID badges?
– smart card
What are two features of Windows Vista Backup? (Choose two.)
– The backup files have the extension .zip.
– The backup files can be saved to another connected computer or server.
Why should the default username and password be changed as soon as an access point is powered on and accessed?
– The change provides a minimum level of security to the access point.
A customer has a web server for a small business. The business uses both wired and wireless networking. A Linksys WRT300N wireless router provides wireless and wired connectivity. What firewall option may be enabled in order for customers to gain access to the web server from their remote locations?
– port forwarding
What is a feature of the firewall capability when Windows Vista is the operating system?
– The firewall can be managed manually by permitting or allowing specific ports.
A user reports that the antivirus software on a computer is always turned off when the computer is restarted, despite being reactivated each time the computer starts up. Further investigation by the technician shows that the Internet browser also displays an incorrect homepage. What is the probable cause of these problems?
– The computer has been infected with spyware.
What can a homeowner who has a wireless router do to hide the wireless router signal from the surrounding neighbors?
– Disable SSID broadcast.
A network administrator is trying to change the account name of a user but cannot make the changes. What could be a possible cause?
– The administrator does not have the correct permissions to make the change.
After logging into a computer, a user is unable to access the CIW folder. Access to this folder is necessary to complete an assignment. Which two actions can the administrator take to provide the user access to the folder? (Choose two.)
– Give the person rights to the CIW folder.
– Add the user to a group that has the rights to the CIW folder.
Which issue should be addressed in the detailed information that is provided by a local security policy?
– the types of intrusions that are covered by the policy
Which two factors should management consider when developing a security policy? (Choose two.)
– expense of the security protection
– the costs that are associated with data loss
What are two interrelated aspects that would be involved in the physical security of an organization? (Choose two.)
– infrastructure
– type of Layer 2 devices that are used within the network
Why would security application software be implemented on a network?
– to protect the operating system

Practice Final Exam for ch 1-10
A technician wishes to boot a computer using a CD-ROM that contains a limited operating system and diagnostic utilities. Where would the technician set the boot order for the PC?
A technician has installed a new sound card in a PC but it is not operating correctly. Where should the technician look to investigate driver problems?
-Device Manager
A user believes that a data file on a Windows XP computer has been corrupted. Which utility can provide the best information about the data file
What characterizes a DDoS attack?
-Many hosts participate in a coordinated attack.
A technician has replaced a failing floppy drive. While testing the new drive, the technician notices that the floppy drive light remains lit constantly. What is most likely the cause of the problem?
-The ribbon cable is installed incorrectly.
Refer to the exhibit. Which two port types are shown in the graphic? (Choose two.)
Which network device uses a MAC address table to segment the network?
A customer is angry and calls to complain that the service scheduled on his computer took longer than expected. The technician reviews the work order and notices that the service was performed by a new employee. How should the technician respond?
-Listen to the complaint and then apologize for any inconvenience caused by the lengthy service on the computer.
The technician has been asked to upgrade the printer driver for an old printer. What is the best source for a new driver?
-manufacturer’s website
The current IP configuration of a small company is done manually and is time-consuming. Because of increased network growth, a technician needs a simpler way for IP configuration of workstations. Which service would simplify the workstation IP configuration task?
When a Windows XP computer has completed the POST for each adapter card that has a BIOS, what is the next step during the boot sequence?
-BIOS reads the MBR.
When starting a computer, a customer can no longer select two of the operating systems that are installed. Which file may be corrupted and causing this error?
A technician is planning to convert a file system from FAT32 to NTFS. What step should be taken before doing the conversion?
-Create a complete system backup.
A call center technician is on a call with a customer when a colleague indicates that there is something to discuss. What should the technician do?
-Signal to the colleague to wait
What is the best way to fully ensure that data is unable to be recovered from a hard drive?
-shattering the hard drive platters with a hammer
A customer used the convert.exe utility to take advantage of NTFS security features. The customer later discovered that the application on the computer can only read FAT32 files. After the hard drive was formatted back to FAT32, the customer noticed all of the data files are missing. What should the customer do next?
-Restore the data files that were backed up in preparation for the conversion
Which two security tasks should be included in a computer preventive maintenance plan? (Choose two.)
-an update of spyware removal tools
-an update of antivirus scanner software
A technician is explaining the differences between inkjet printers and laser printers to a customer. Which two comparisons should the technician make? (Choose two.)
-Inkjet printers are less expensive than laser printers
-The laser printer output is dry after printing, but an inkjet printer may still have wet ink on the paper after printing.
A customer wants to produce video recordings to sell to the public. Which two types of media should be used to accomplish this type of recording? (Choose two.)
A customer complains that a scanner has suddenly stopped producing clear images. Which preventive maintenance task has the customer most likely forgotten to do?
-visually inspect the scanner glass
A new application fails to install from a CD known to be virus-free and compatible with the operating system. What is a possible solution to this problem?
-Close all other running programs before installing the new application.
A user cannot log in to the network with a computer that worked yesterday. Other computers on the same network are working fine. Which troubleshooting process would be most logical to try first?
-Look at the NIC lights
A customer is experiencing repeated paper jams on a laser printer. Which quick solution might correct this problem?
-Power cycle the printer
At which TCP/IP model layer would a MAC address be found?
-network access
A technician powers on a computer and opens a web page. A message that the web page could not be found appears. After checking the URL, the technician verifies that this is the problem that was reported by the computer owner. What would be the next step in the troubleshooting process for the technician?
-Verify the computer IP address information
What should always be done prior to replacing components that are not hot-swappable in a laptop?
-Unplug the laptop and remove the battery.
Which protocol adds security to remote connections?
What are two functions of a VPN gateway? (Choose two.)
-provide remote user access to the VPN client software
-manage VPN tunnels
A technician is repairing Windows XP and wants to keep all of the application settings in the operating system. The technician is using the Repair XP option and has rebooted the computer. A message appears on the screen stating “Press any key to boot from the CD or DVD.” What should the technician do?
-The technician should press the space bar so that the installation can continue.
A user is experiencing slow print rates when printing files that contain large complex graphics. What could be done to improve performance?
-Add memory to the printer.
In the event of a catastrophic system or hardware failure, which Windows XP utility provides a framework for saving and recovering the operating system?
-Automated System Recovery (ASR)
Refer to the exhibit. What type of device is highlighted in white?
-touch pad
Which two ports on a laptop allow connection or removal of external devices, such as hard drives or printers, without powering off the computer? (Choose two.)
Which program checks for installed hardware during the Windows XP boot process?
A computer can access devices on the same network but can not access devices on other networks. What is the probable cause of this problem?
-The computer has an invalid default gateway address.
Which type of standard interface allows users to connect and disconnect peripheral devices while the computer is running without having to restart?
Which type of power connector is used to connect devices such as optical drives and hard drives?
What guideline should be followed when establishing a password security policy?
-An expiration period should be established so that passwords frequently change.
A technician is troubleshooting a computer that is experiencing hardware failure detected by the BIOS. What is one way this failure is indicated?
-The computer emits a pattern of beeps indicating the failing device.
A network specialist has been hired to install a network in a company that assembles airplane engines. Because of the nature of the business, the area is highly affected by electromagnetic noise. Which type of network media should be recommended?
-fiber optic
A student wishes to buy a computer suitable for game playing. What CPU speed would be appropriate for game playing?
-3 GHz
A customer is considering an inkjet printer to print batches of colored documents that will be immediately stacked and packaged for shipping. What advice should a technician give the customer?
-Immediately after printing, the ink is wet
A technician installed Windows XP on a 20 GB SCSI drive but when the computer is started a NTLDR error message is displayed. Based on this information which file was most likely corrupted during installation?
Which Registry file contains information about all software that is installed on a Windows XP computer?
Refer to the exhibit. Which type of removable media is depicted?
-flash drive
Which three tasks should a computer preventive maintenance plan contain? (Choose three.)
-the defragmentation of the hard drive
-an update of the operating system and applications
-an update of antivirus and other protective software
Which power mode should be used by a laptop so that all the data is saved, all the applications the user was working on are left open, and there is no power used by the laptop?
A customer requests advice about the type of storage device to use for 20 new computers. For which two conditions should SSDs be recommended as replacements for magnetic hard drives? (Choose two.)
-locations that require low power usage
-workplaces with harsh workplace conditions where the computers are subject to dust and vibration
A customer is upset and wants to speak to a specific technician to resolve a problem immediately. The requested technician is away from the office for the next hour. What is the best way to handle this call?
-Make an offer to help the customer immediately, and advise the customer that otherwise the requested technician will call the customer back within two hours.
A technician is designing a hardware preventive maintenance plan for a company. Which strategy should be included in the plan?
-Schedule and document routine maintenance tasks.

Final Exam for ch 1-10 - IT Essentials

What is the purpose of an IRQ?
Request information from the CPU.
ABC Inc. decided to integrate redundancy by connecting multiple hard disks to duplicate the information they store. Which type of adapter will need to be installed on the servers to accomplish the desired redundancy?
RAID adapter
A network administrator is troubleshooting a server that keeps crashing. While monitoring traffic to the server, the administrator notices repeated, larger than normal pings to the server. What is the name of this type of attack?
ping of death
A customer reports poor telephone communications when using a copper telephone line that also has a DSL service. What is the most likely cause of the problem?
The DSL filter is faulty or not connected.
Which key or key sequence pressed during the boot process will allow a user to restart a Windows PC using the last known good configuration?

Refer to the exhibit. A technician is troubleshooting a problem where a teacher is unable to connect a laptop to a wireless network. The wireless NIC is enabled and the wireless network configuration settings are correct. Which key would be used in conjunction with the Fn key to enable the wireless connection?
Which steps lead to the window where the performance settings can be changed on a Windows XP computer that is using the classic view display?
Choose Start > Control Panel > Administrative Tools > Performance area > VMem
What are the four layers in the TCP/IP reference model?
application, transport, internet, network access
A technician is to document the current configurations of all network devices in a college, including those in off-site buildings. Which protocol would be best to use to securely access the network devices?
Which type of memory is used for cache memory?
Which two memory types are installed using Dual Inline Memory Module (DIMM) slots? (Choose two.)
What approach should a technician take when receiving a call from a stressed customer?
Ask the customer to hold, and then wait five minutes for the customer to calm down.

Refer to the exhibit. Which type of device uses the connector shown in the graphic?
DVD drive
A customer needs to purchase a new power supply for a computer. What must be considered when selecting an appropriate power supply?
The power supply has sufficient wattage to support all components inside the computer.
A student enables file sharing on a laptop so that a friend can access music files. Which type of service is being configured?

Which are three steps in the laser printing process? (Choose three.)
Which option is the most secure type of user authentication?
fingerprint scanner
What is the purpose of Windows Vista 64-bit Kernel Patch Protection?
It prevents the use of 32-bit drivers with the 64-bit Visa operating system.
A user has been writing data to a USB flash memory drive. What should the user do before removing the device?
Click on the Safely Remove Hardware icon in the system tray then on the device.
Which two general precautions should be taken before replacing any non-hot-swappable laptop component? (Choose two.)
Disconnect the power cord.
Remove any batteries.
A technician wants to create a new partition on a new additional hard drive. Which tool should be used?
Disk Management
Which port is used only for input?
A technician has been asked to find how a hacker keeps breaking in to a computer. Which security precaution was most likely missed when the operating system was first installed?
A password was not assigned to the default administrator account.
What is the logical topology used for the Ethernet architecture?
Once a technician understands a customer complaint, it is common to ask close-ended questions. Which question is a close-ended one?
Is this the first time the error occurred?
Which three customizable properties are available when right-clicking the Windows XP My Computer desktop icon and selecting Properties? (Choose three.)
virtual memory settings
automatic updates settings
computer name
A supervisor received a complaint that one of the technicians was rude and disrespectful. Which action by the technician most likely caused the customer to complain?
The technician occasionally confirmed an understanding of the problem.

A newly purchased scanner is not functioning as efficiently as expected. Which step should a technician take to improve performance?
Download drivers and utilities from the manufacturer web site.
When installing the Windows XP operating system, a technician is given a choice of file systems to use. If security is a requirement, which file system should be chosen?
A user reports that a printer is printing unknown characters on documents. What is a possible solution to this issue?
Uninstall and reinstall the printer driver.
A technician needs to purchase a new video adapter for a computer. Which factors should be considered when selecting the adapter?
expansion slot type
A company uses a single computer to receive and test all Windows updates. When the most recent update was installed, several programs failed. What is the first course of action that a technician should attempt to remove the update?
Run a System Restore from the last restore point.

Why do mobile devices such as laptop computers use specially designed CPUs?
They consume less power.
A small business has used a high quality configurable flatbed scanner to scan a number of photographs to print as large posters. However, the quality of the images printed as posters is poor. What should the user do?
Increase the resolution of the scanner.
A technician is having trouble with laptops that keep overheating. What preventive maintenance procedure can be performed on the laptops to reduce this problem?
Clean the air vents.
Which power management method offers the most power management features?
A workstation is experiencing an error that is caused by suspected dirty RAM contacts. Which two materials should be used to clean the RAM module? (Choose two.)
isopropyl alcohol
lint-free swab
A technician is asked to set up one hard drive that will support two operating systems and will store data files in three separate drive locations. Which partition settings will support these requirements?
2 primary, 1 active, 1 extended, 3 logical

Which two file systems are available for selection during installation of Windows XP? (Choose two.)
What is the purpose of using thermal compound when installing a CPU, a heat sink, and a fan assembly on a motherboard?
to attach the heat sink firmly to the CPU
A technician is troubleshooting a problem where the user claims that access to the Internet is not working, but that there was access to the Internet the day before. Upon investigation, the technician determines that the user cannot access the network printer in the office either. The network printer is on the same network as the computer. The computer has assigned as an IP address. What is the most likely problem?
The router that connects this network to other networks is down.
Employees in the financial department have reported that an unknown technician has been asking questions about the network. Which type of attack might the employees be observing?
social engineering

Refer to the exhibit. A Cisco Networking Academy instructor is trying to print a flash graphic from the curriculum. The print job has gone into the print queue as shown. Based on the output, what should be the next step in solving this problem?
Check the printer cabling and power.
When installing a service pack or security patches on an operating system, what should be done to protect the system in the event of a faulty or aborted installation?
Create a restore point.
Which network protocol is used to automatically assign an IP address to a computer on a network?
What is the default subnet mask for a Class A network?
A network administrator has finished migrating from a peer-to-peer network to a new client-server network configuration. What are two advantages of the new configuration? (Choose two.)
Individual users are in control of their own computers and network resources.
Data resources and access are centrally controlled.
What do the terms refresh rate, interlace, and aspect ratio explain?
image properties of a monitor
Where in Windows XP can the shutdown, hibernate, and standby modes be configured?
Start > Control Panel > Power Options
What must be done before a technician cleans a very dirty LCD screen on a laptop?
Remove the battery.
Which three things should be investigated first when troubleshooting a printer? (Choose three.)
equipment power
low-ink warning
out of paper
A printer has a paper jam. An impatient user has sent multiple print jobs of the same document to this printer. What can be done to remove these print jobs?
Cancel the jobs in the printer queue.

1 comment:

  1. hi..Im student from Informatics engineering, this article is very informative, thanks for sharing :)