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1. 0 DDR DIMMs DDR2 RIMMs DDR SODIMMs DDR2 DIMMs Which of the following are legitimate system board form factors Select all that apply A MicroATX B HTX 0 Quick Check Quick Answer 360 Detailed Answer 368 Quick Answer 360 Detailed Answer 368 Quick Answer 360 Detailed Answer 368 Quick Answer 360 Detailed Answer 368 324 Chapter 4 Depot Technician Exam 37 Which option must be enabled in the CMOS Setup to support large hard drive sizes and allow the IDE controller to convert the sector head cylinder addresses into a physical block address that improves data throughput Normal Auto LBA 0 ECHS 38 Which of the following are legitimate PATA drive configuration options Select all that apply Master Cable Select ID Source 0 Slave 39 Which RAID type employs mirroring A RAIDO B RAID1 C RAID2 D RAIDS Objective 1 2 Identify tools diagnostic procedures and troubleshooting techniques for personal computer components 1 Ifa system produces an error message before the single beep during bootup what type of problem is normally indicated A Configuration Hardware O O B C Operating system D Bootup Quick Check Quick Answer 360 Detailed Answer 368 Quick Answer 360 Detailed Answer 369 Quick Answer 360
2. 190 Objective 2 3 191 192 Objective 3 192 Objective 3 2 194 Objective 3 3 195 ODjECHVE 197 FO orraa a 199 Objective 199 Objective 4 2 200 Objective 200 Objective 201 DDG tab AHO E A OT E EE NA O OAA 202 Objective 5 1 202 2 204 Objective 5 204 Objectives 206 OA pea narra 207 Objective loori E ER ERE RE 207 Objective 6 2 208 3 209 Objective 209 210 Objective 210 Objective 8 0 wi isin ein 211 211 Objective 82 212 Contents Chapter 3 Remote Support Technician 215 Practice 215 Domain 1 0 Personal Computer 215 Objective 1 1 Install configure optimize and upgrade personal computer 215 Objective 1 2 Identify tools diagn
3. 0 IPCONFIG Objective 5 4 Perform preventative maintenance of networks including securing and protecting network cabling 1 What preventative activity should be performed on any computer Quick Answer 182 that has access to the Internet Detailed Answer 206 O O A Disable all port settings on the router s firewall B Disable all port settings in the Windows Firewall 0 Conduct regular virus scans of the system s memory Disable cookies in the web browser and HDD 2 Which of the following is the best way to improve privacy on an Quick Answer 182 802 11 wireless network Detailed Answer 206 O OOO A B Configure WEP to encrypt network transfers Remove all 2 4GHz cordless phones from the area Locate the network computers as close as possible to the AP Install a unidirectional antenna on the AP and each wireless adapter card Domain 5 0 Networks 165 Quick Check 3 One of your customers has had to set up a temporary office due Quick Answer 182 to a fire in the company s normal office building You have been Detailed Answer 206 called in to get replacement computers configured with the software and backup data required to get the staff back in business When you get to the customer s office you observe that network cables have been strung on the floor in different areas of the workplace Some are run behind tables and chairs and others cross o
4. 35 Objective 3 4 Perform preventative maintenance on operating SYSTEMS 41 Objective 4 0 Printers and Objective 4 1 Identify the fundamental principles of Using printers and 1 Objective 4 2 Identify basic concepts of installing configuring optimizing and upgrading printers r E Objective 4 3 Identify tools basic diagnostic procedures and troubleshooting techniques for printers and scanners Obj ctive 5 0 Networks Objective 5 1 Identify the fundamental principles of Objective 5 2 Install configure optimize and upgrade Objective 5 3 Identify tools diagnostic procedures and troubleshooting techniques for Objective 6 0 Security Objective 6 1 Identify the fundamental principles of SOCUEICY Objective 6 2 Install configure upgrade and optimize Objective 6 3 Identify tool diagnostic procedures and troubleshooting techniques for Objective 6 4 Perform preventative maintenance for COMPULEE SECUTI Objective 7 0 Safety and Environmental 1550 5 Objective 7 1 Describe the aspects and importance of safety and
5. 312 DJS CHV E 312 Objective 6 2 313 Chapter 4 Depot Technician Exam 315 Procuce QUES tl OMS 315 Domain 1 0 Personal Computer 315 Objective 1 1 Install configure optimize and upgrade personal computer COMPONENTS 315 Objective 1 2 Identify tools diagnostic procedures and troubleshooting techniques for personal computer 324 Objective 1 3 Perform preventative maintenance of personal computer 330 Domain 2 0 Laptop and Portable Devices 334 Objective 2 1 Identify the fundamental principles of using laptops and portable devices 334 Objective 2 2 Install configure optimize and upgrade laptops and portable 1 336 xiv CompTIA A Practice Questions Exam Cram Essentials Exams 220 602 220 603 220 604 Objective 2 3 Identify tools diagnostic procedures and 338 Domain 3 0 Printers and Scanners 343 Objective 3 1 Identify the fundamental principles of using printers 343 Objective 3 2 Install configure optimize and upgrade PLINters AN SCANDELS
6. 79 Objective 79 5 2 79 Objectives 3 79 OD JC CHVE 80 Objective 6 2 80 Objective 6 3 80 80 Objective 7 E R 80 80 ES 81 Objective 81 81 8 2 81 Answers and Explanations 85 Objective 10 82 Objective 1 1 82 Objective 85 Objective 1 3 86 Objective 1 4 88 Objective 89 Objective 2 89 ODJE CAVE 202 0 89 vii Contents 23 vidi iin 90 90 Objective 3 0 92 Objective 3 92 Objective 3 2 93 Objective 3 3 95 Objective meses 99 Objective 4 0 100 100 Objective 42 101 4 3 102 ODJECE S 104 Objectives 104 Objective 5 2 106
7. 160 Objective 5 3 Use tools and diagnostic procedures to troubleshoot network 5 161 Objective 5 4 Perform preventative maintenance of networks including securing and protecting network cabling 164 Objective 6 0 Security sesers ikai 166 Objective 6 1 Identify the fandamentals and principles OF SCOULIEY 166 Objective 6 2 Install configure upgrade and optimize SOCULIUYs E 168 ix Contents Objective 6 3 Identify tool diagnostic procedures and troubleshooting techniques for 169 Objective 6 4 Perform preventative maintenance for SOCULICY 169 Objective 7 0 Safety and Environmental 15 65 170 Objective 7 1 Identify potential hazards and proper safety procedures including power supply display devices and ENVITODIMENE 170 Objective 8 0 Professionalism and Communication 172 Objective 8 1 Use good communication skills including listening and tact discretion when communicating with customers and Colleague s 172 Objective 8 2 Use job related professional behavior including notation of privacy confidentiality and respect for the customer and customer s 175 Quick Check Answer Key
8. Do nothing PCMCIA devices are hot swappable and can be removed from the system at any time Quick Check Quick Answer 77 Detailed Answer 89 Quick Answer 77 Detailed Answer 90 O Open the Device Manager and click the PC Card node Then select the option to disable the PC Card you want to remove Access the Add New Hardware applet in the Control Panel and start the Add New Hardware Wizard When the wizard starts select the option to disable the PC Card device Then remove the card from the system Click the PC status indicator on the taskbar and then select the option to stop the operation of the PC Card you want to remove 6 Which BIOS based power conservation mode can be enabled in Quick Answer 77 portable PCs to turn off selected components such as the hard Detailed Answer 90 drive and display until a system event such as a keyboard entry or a mouse movement occurs O O O O A Hibernate mode B Suspend mode 0 Shutdown mode Standby mode Objective 2 0 Laptops and Portable Devices 23 Objective 2 3 Identify tools basic diagnostic procedures and troubleshoot ing techniques for laptops and portable devices 1 You have just installed a new processor in a laptop PC When you restart the system you discover that the keyboard works properly but the touchpad does not What should you do to overcome this problem Use the keyboard to start the opera
9. Pressure on the screen Extreme cold 0 Extreme heat 6 What is the most common repair for a failed LCD monitor A Replace the signal cable Replace the LCD panel Demagnetize the LCD screen D Replace the computer Quick Check Quick Answer 180 Detailed Answer 191 Quick Answer 180 Detailed Answer 191 Quick Answer 180 Detailed Answer 191 134 Chapter 2 IT Technician Exam Objective 3 0 Operating Systems Objective 3 1 Identify the fundamental principles of operating systems 1 What command line statement is used to convert a FAT32 partition to an NTFS partition in a Windows XP system Change C FS NTFS B Convert C FS NTFS C Format C FS NTFS D Connect C FS NTFS 2 How do you get a list of the options that can be used with the COPY command at the command prompt COPY COPY COPY D COPY Help 3 Which of the following can you use to restart the print spooler from the command prompt 4 The Start Spooler B Run Spooler C Spoolsv exe D Spooler com is used to copy and paste special characters such as special mathematical characters and characters from other languages into Windows programs O O O O A Windows Font Manager B Control Panel s Fonts applet Control Panel s Regional and Language Options applet D Start menu s Character Map
10. Quick Check Quick Answer 180 Detailed Answer 192 Quick Answer 180 Detailed Answer 192 Quick Answer 180 Detailed Answer 192 Quick Answer 180 Detailed Answer 192 Domain 3 0 Operating Systems 135 5 Under what condition is it better to create a FAT32 partition than an NTFS partition For systems that are using non NTFS aware operating 6 Which of the following causes a mapped drive to disappear from a systems that require access to the partition being established On systems that already have file systems that employ larger cluster sizes systems where file security is a high priority for the disk drive file system Where the system is likely to be used only by a single user system when it is shut down and restarted O The Reconnect at Startup option is not checked in the mapped drive s Properties The name of the mapped drive has been changed The path to the mapped drive has changed D No one is logged in to the host computer for the mapped drive 7 Your company is gaining an international presence and you are investigating the possibility of producing your product documentation in several languages You understand that Windows is already capable of dealing with foreign language character sets What character code does Windows use for this 0 Unicode ASCII TRON HTML 8 One of your customers is expand
11. Runa test page from the printer Reset the printer s page counter Runa test page from the host computer D Give the customer the bill 7 You notice that there are smudges on all the pages scanned from a multifunction device in your work area What should you do to correct this condition Clean the glass plate on the scanning bed portion of the device Turn off the device let it cool and then clean the scanner s light bar C Replace the toner cartridge D Calibrate the scanner 8 What would cause excess toner to collect in a laser printer A defective cartridge Not using the manufacturer s suggested toner 0 defective high voltage power supply A worn cleaning pad Quick Check Quick Answer 362 Detailed Answer 379 Quick Answer 362 Detailed Answer 379 Quick Answer 362 Detailed Answer 379 Quick Answer 362 Detailed Answer 380 Domain 3 0 Printers and Scanners 349 Quick Check What item should be checked first when troubleshooting printer Quick Answer 362 problems Detailed Answer 380 The signal cable connections The print drivers The power switch setting 0 The lights and messages on the control panel What are two consequences of incorrectly setting the paper tray Quick Answer 362 switches in a laser printer Detailed Answer 380 Paper doe
12. SD cards Floppy disks CD ROMs DVDs Which of the following would a high level game player most likely choose for a video card A16MB PCI X card 256MB PCle 256 AGP 128 AGP card O O O O Quick Check Quick Answer 76 Detailed Answer 82 Quick Answer 76 Detailed Answer 82 Quick Answer 76 Detailed Answer 82 Quick Answer 76 Detailed Answer 82 Quick Answer 76 Detailed Answer 82 Domain 1 0 Personal Computer Components Quick Check 17 You have been called to upgrade a PC at a customer s business Quick Answer 76 and no one can remember the Supervisor password to get into the Detailed Answer 84 machine How can you reset this password so that you can access the system and perform the upgrade A Remove the BIOS chip from the system B Remove the CMOS chip from the system C Remove the CMOS backup battery and unplug the system from the power source for several minutes O 0 Remove the processor from the system for several minutes 18 What part of a hard disk drive HDD reads the information stored Quick Answer 76 on a disk Detailed Answer 84 The spindle The R W head mechanism The platter 0 The drive controller 19 A computer system with a 1GHz CPU installed is operating at only Quick Answer 76 700MHz What is most likely the problem Detailed Answ
13. 0 Leave the customer s office and return the call 3 When dealing with customers over the telephone you should A control the call and gather important information about the problem B allow the customers to guide the call because they saw the problem let the customers explain everything and write it down OO O take control of the conversation as soon as you have a good idea of what the problem is 4 Anangry customer returns a computer that she brought in several times for the same problem but it still does not work What is the best way to handle this situation Tell the customer that you have not worked on this computer before but you re the best and you are sure you will get it fixed Tell the customer that the machine qualifies as a lemon under the lemon law and replace it with a new unit Offer to send off the machine to a depot facility for a detailed troubleshooting process 0 Try to calm the customer review all the problems with her perform a standard troubleshooting process based on the information and symptoms you receive and correct the problem Quick Check Quick Answer 81 Detailed Answer 115 Quick Answer 81 Detailed Answer 115 Quick Answer 81 Detailed Answer 116 Objective 8 0 Professionalism and Communication 75 Quick Check 5 While working on a user s computer his phone rings Which of Quick Answer 8
14. Stop the customer and tell him that pretty sure that you know what is going on with the machine 0 After the customer finishes go to work and fix the problem 8 If you have to pick up a problem from another technician who has already been working with a customer how should you enter the process Select all that apply Apologize for any questions you may need to ask that have already been asked B Have the customer start from the beginning and describe everything about the problem Have the other technician give you his notes on the problem 0 Go directly to work the equipment so as not to cost the user more time than he has already expended 9 While working at the help desk you receive a call from a customer who complains that she has called in several times about things not working on her new PC system How should you handle this call Refer to the company policy for returns and service and guide the user appropriately Offer the customer a full refund for her system so that the repair efforts stop eroding the profits from selling her the system Be frank with the customer and let her know that there s nothing wrong with her PC and that there is nothing more you can do for her D Offer the customer a partial refund for her system to resolve the issue and end the call Quick Check Quick Answer 285 Detailed Answer 312
15. O A Check the microprocessor s fan and heat sink assembly the microprocessor is overheating Boot the system to the ERD and check for the presence of the pagefile sys file Windows can not create a swap file on the primary disk drive Check the system s installed RAM one of the modules is failing and causing the system to lock up and reboot Boot the system to the Recovery Console on the Windows distribution CD and check the operating system s boot files they may have been corrupted 8 Which Windows command line utility is used to move files from driver cab ona Windows distribution CD or recovery disk to repair a corrupted disk drive Extract 0 Extend Move Quick Check Quick Answer 78 Detailed Answer 96 Quick Answer 78 Detailed Answer 96 Quick Answer 78 Detailed Answer 96 Quick Answer 78 Detailed Answer 96 Objective 3 0 Operating Systems 37 9 Which Windows utility can be used to selectively turn off items during the startup process for diagnostic purposes O A 0 Safe Mode MSCONFIG SFC Dr Watson 10 Which of the following actions writes a new boot sector into the system volume Running the ASR Restore operation Running the Diagnostic Startup option from the Startup tab of the MSCONFIG utility Running the FIXBOOT command from the Recovery C
16. Quick Answer 179 Detailed Answer 190 Quick Answer 179 Detailed Answer 190 Quick Answer 179 Detailed Answer 190 Quick Answer 179 Detailed Answer 190 Quick Answer 179 Detailed Answer 190 Domain 2 0 Laptops and Portable Devices 131 Objective 2 2 Install configure optimize and upgrade laptops and portable devices 1 You have just completed a major upgrade of a notebook PC You upgraded the notebook s processor to a faster version and doubled the RAM capacity by installing an additional 512MB of new DDR2 RAM When you start up the system it shows only 956MB of memory installed What is the cause of this discrepancy O A 0 One of the new memory modules is bad The new memory modules do not match the existing modules The system is set up to use split bank addressing The system is using shared video memory 2 Which of the following portable PC components is hot swappable 0 3 Before you O O A An external CD DVD R W drive A PS 2 keyboard A DDR2 module An internal SATA drive remove a USB device from a working PC you should Do nothing USB devices are hot swappable and can be removed from the system at any time Open the Device Manager and click the USB node Then select the option to disable the USB device you want to remove Access the Add New Hardware applet in the Control Panel and start the Add New Ha
17. release These switches are used to release and update settings received from a DHCP server Answer B Because no other users are having a problem accessing the network the problem is local to the user This involves his PC network adapter card and drop cabling to the closest connectivity device Because the vast majority of all network problems are associated with cabling the NIC cabling and local connectivity device are normally checked first in situations like this However it is also possible that the problem is associated with the user or PC The CapsLock setting can keep the system from logging in the user and his account may be expired Although user account problems and login errors can keep the user from accessing the network they are not typically the first things you check unless you have some indication these items might be involved Domain 5 0 309 Domain 5 0 Objective 5 1 1 Answer B When users of a Windows 2000 system complain that they can see files in a folder but cannot access any of the files they might have been assigned the List Folder Contents permission at the folder level The List Folder Contents permission enables users only to view the contents of the folder denying them all other permis sions including Read and Execute Answer D When files and folders from an NTFS partition are moved to a FAT parti tion their NTFS attributes and security features are lost Even moving files betwee
18. 107 Objective 109 Objective 109 6 2 sariin anie enina ENE N 110 Objective 111 nae 112 ObjeCtive 7 0 113 Objective 7 1 ici 113 113 ODjeCtive 7 113 8 0 esogeni nae EEEE 115 8 E E 115 Objective 8 2 115 Chapter 2 IT Technician Exam 117 117 Domain 1 0 Personal Computer 117 Objective 1 1 Install configure optimize and upgrade personal computer 117 Objective 1 2 Identify tools diagnostic procedures and trou bleshooting techniques for personal computer components 122 Objective 1 3 Perform preventative maintenance of personal computer 126 viii CompTIA A Practice Questions Exam Cram Essentials Exams 220 602 220 603 220 604 Objective 2 0 Laptops and Portable 129 Objective 2 1 Identify fundamental principles of using laptops and portable 129 O
19. Answer A You may also encounter situations in which you should not assume accountability for different things For example working in a customer s residence when she is not there can be problematic If the customer decides something is miss ing and you were there by yourself guess whose problem it will become Even when she finds the item later the damage has been done Likewise never assume responsi bility for anyone s children or being alone with children Answer A residential settings you may be subject to the presence of children who could be a distraction or a problem in getting your work completed in an efficient manner If this is the case you should explain this to the customer and ask him to remove the children from the work area This is not your responsibility and could cause problems if you directly confront the children 10 Domain 8 0 213 Answer If you decide to take a call at a customer s business or residence it begins to look as though it is going to take some time you really should tell the other party that you will have to reconnect at a different time Customers will notice that you are the phone and if they are paying for your time will feel like they aren t getting good value from you Answer A If you can reach the Internet from the infected machine can download several free removal tools and scanning utilities and run them to identify and possibly remove vi
20. D Turn on the equipment to see how it is working This is the beginning of the Inspection portion of the troubleshooting or upgrading processes 7 in your organization asks you to install a program on her machine after you ve installed a new antivirus product What should you do with the user s request Refuse to install the software Check company policy about the software and proceed accordingly Tell the user that you do not have authority to install the requested program so she will have to install it herself D Install the software as requested Quick Check Quick Answer 183 Detailed Answer 211 Quick Answer 183 Detailed Answer 211 Quick Answer 183 Detailed Answer 212 Domain 8 0 Professionalism and Communication 175 8 You must reconfigure the user accounts on a computer that was set up by another technician who has limited user account setup experience What should you do after fixing the problem Report the technician to your supervisor and explain that you had to fix his problem B Tell the technician he needs user account setup lessons Prepare written instructions for setting up user accounts and give them to the technician 0 Demonstrate the proper process for setting up user accounts for the other technician Objective 8 2 Use job related professional behavior including notation of privacy confidentiality
21. NiCD NiMH 0 Alkaline Lead acid Domain 2 0 Laptop and Portable Devices 339 4 You notice that the length of time that your portable computer can run on the battery before it shuts down is significantly shorter than it used to be What can you do to restore some additional usage to the battery Place the battery in a commercial battery charger overnight to build the level of charge in the battery backup Keep the external AC power adapter plugged into the notebook whenever possible to increase the amount of charge in the battery You must fully discharge the battery and then recharge it over repeated cycles Take the battery out of the computer and warm it in an oven on low heat for an hour 5 You have received a notebook PC for repair The work ticket on the machine indicates that the PC is producing numbers instead of letters when some characters are typed on the keyboard What is the most likely cause of this problem 0 The Regional Language setting has been established incorrectly in the operating system The Windows Character Map is configured incorrectly The numeric keypad feature is enabled The Fn key has been pressed by mistake 6 coworker has asked your advice on a new notebook PC he has never seen before The notebook is supposed to have built in wireless networking but he cannot get the internal radio module to work What
22. Quick Check Quick Answer 282 Detailed Answer 293 Quick Answer 282 Detailed Answer 294 Quick Answer 282 Detailed Answer 294 Quick Answer 282 Detailed Answer 294 236 Chapter 3 Remote Support Technician Exam 16 One of your customers wants to upgrade her PC from Windows 17 18 19 95 to Windows XP Professional What options can you provide for performing this upgrade Select all that apply The customer can perform a clean install of Windows 0 Professional The customer can upgrade directly from Windows 95 to Windows XP Professional The customer must upgrade to Windows 98 or Windows Me before she can upgrade to Windows XP The customer can upgrade to Windows XP from any Windows version provided you purchase the correct upgrade version What types of utilities can prevent Windows operating system upgrades from occurring O Multiple OS loader managers B Archival utilities C D Antivirus applications Compression utilities What is required to create a dynamic volume in Windows 2000 or Windows XP 0 Convert a FAT32 volume using the Disk Management tool Convert a primary volume using the Disk Management tool Convert a basic volume using the Disk Management tool Convert an extended volume using the Disk Management tool You are installing a Windows 2000 upgrade on
23. 15 Domain 3 0 197 Answer D In Windows 2000 and Windows XP significant events such as system events application events and security events are routinely monitored and stored You can view these events through the Event Viewer utility enabling you to review conflicts and problems that have occurred over time This tool is located under the Control Panel Administrative Tools Computer Management path The Event Viewer is also available through the Start Programs All Programs in XP Administrative Tools Event Viewer path Answer D The Windows 2000 Emergency Repair process is designed to repair the operating system in which you can repair the boot sector replace the system files and repair the startup files Answer D You can use the Recovery Console to perform tasks such as copying files to the hard disk used for booting controlling the startup state of services adding removing and formatting volumes on the hard disk repairing the MBR or boot sector of a hard disk or volume and restoring the Registry You cannot use it to uninstall programs Answer A You normally resort to using the Command Prompt Only mode when the system fails to start in standard Safe Mode Answer If a startup problem disappears when the system is started using any of the Safe Modes use the System Configuration utility MSCONFIG to isolate the conflicting items Of course you might need to enter this command from the com line
24. 15 7 16 8 17 9 18 Objective 3 4 1 3 2 B D 4 Objective 4 1 1 5 2 6 3 7 4 8 gt gt gt gt gt D w w w W Q 20 21 22 23 24 25 gt gt gt Quick Check Answer Key 79 Quick Check Answer Key Objective 4 2 1 3 B D 5 2 D 4 Objective 4 3 1 4 1228 2 5 0 8 3 6 0 6 9 Objective 5 1 1 9 17 2 10 18 3 11 19 D 4 12 20 5 13 21 6 14 22 7 15 23 8 0 16 24 Objective 5 2 1 0 4 1 2 5 8 3 6 Objective 5 3 1 4 7 2 5 3 6 80 Chapter 1 Essentials Exam Quick Check Answer Key Objective 6 1 1 B C 14 A B C NY gt gt gt gt gt Objective 6 2 1 3 5 0 2 D 4 Objective 6 3 1 0 2 Objective 6 4 1 2 Objective 7 1 1 2 3 Objective 7 2 1 2 3 Quick Check Answer Key 81 Quick Check Answer Key Objective 7 3 1 3 5 2 4 6 Objective 8 1 1 3 2 4 Objective 8 2 1 3 5 2 4 D 82 Chapter 1 Essentials Exam Answers and Explanations Objective 1 0 Objective 1 1 1 Answer T
25. CHKDSK 0 FDISK What is the best type of cleaning tool for use on the exterior of computer components A Damp cloth Vacuum cleaner Brush D Antistatic spray Under what conditions should you update system s BIOS Anytime there is an update available When you are installing a new microprocessor When the update has functions that are important to the security or operation of the system 0 When you are installing additional memory modules Which of the following can cause system overheating Select all that apply A Open slot covers in the back panel of the system unit Excessive open space in the system unit case O O O O B Low humidity conditions D High humidity conditions Quick Check Quick Answer 361 Detailed Answer 371 Quick Answer 361 Detailed Answer 371 Quick Answer 361 Detailed Answer 372 Quick Answer 361 Detailed Answer 372 Quick Answer 361 Detailed Answer 372 332 10 11 12 13 Chapter 4 Depot Technician Exam Quick Check You are in charge of maintaining several PCs located in an open Quick Answer 361 air warehouse The area is very dusty due to trucks entering and Detailed Answer 372 leaving the warehouse as well as from exhaust created by fork trucks used to move materials in the warehouse When you perform periodic preventative maintenance procedures on these machine
26. O O Install foam dust filters in the air intake vents of the D Install systems with water cooled processors 14 15 16 Domain 1 0 Personal Computer Components 333 At what point does heat buildup become a problem for most PCs Room temperatures above 85 Room temperatures above 90 Room temperatures above 95 0 Room temperatures above 100 Which solution can be used for antistatic cleaning A water and fabric softener solution water and ammonia solution C D A hydrogen tetrachloride solution A water and bleach solution What product is recommended for manual cleaning of floppy disk drives and tape drive R W heads OO OO A Soft cloths B Cotton swabs C D Foam swabs A pencil eraser Quick Check Quick Answer 361 Detailed Answer 372 Quick Answer 361 Detailed Answer 372 Quick Answer 361 Detailed Answer 372 334 Chapter 4 Depot Technician Exam Domain 2 0 Laptop and Portable Devices Objective 2 1 Identify the fundamental principles of using laptops and portable devices 1 You are working with a small advertising firm whose art develop ment person will be traveling a lot over the next six months in conjunction with a big project she is working on The art develop er needs a notebook PC to travel with but the display has to be very good for her to prepare the types of artwork r
27. Objective 3 4 1 Answer B In Windows 2000 you can double click the Automatic Updates icon in the Control Panel Automatic Updates can be configured to download and install updates a specified schedule or to notify the user when high priority updates become avail able You can click the Automatic Recommended option button and then enter day and time settings for Windows to install the updates under the Automatically Download Recommended Updates for My Computer and Install Them option Answer C To activate the Windows XP System Restore utility navigate the Start All Programs Accessories System Tools path and then select the System Restore option from the menu Answer B You can configure Windows to automatically check the Windows Update Service Enabling the Automatic Updates feature causes Windows to routinely check for updates These updates include security updates critical updates and service packs 198 Chapter 2 IT Technician Exam Answer A The Windows Update service is offered through the Internet and enables the system to periodically check the Microsoft Updates web page www windowsupdate microsoft com for enhancements When the system connects with the site the service compares the current status of the local Windows installation to the latest information on the site It then provides a list of available updates for the computer Users can select which updates are applicable to their use The Win
28. Shut down the servers and notify the network administrator immediately Notify the building maintenance supervisor Notify the security supervisor Clean up the water immediately and look for the source of the leak 3 What is the purpose of the antistatic wrist strap To protect the equipment from electrostatic discharge B To protect the technician from injury To place the technician s body at the same electrical potential as the system board 0 To protect technicians working on high voltage equipment such as power supplies and CRT monitors Quick Check Unplug the power supply from the system board while Quick Answer 80 Detailed Answer 113 Quick Answer 80 Detailed Answer 113 Quick Answer 80 Detailed Answer 113 70 Chapter 1 Essentials Exam Objective 7 3 Identify proper disposal procedures for batteries display devices and chemical solvents and cans 1 What is the recommended method for handling an empty toner cartridge D Recycle it through the original manufacturer Throw it in the trash Burn it in a certified incinerator Turn it in to a licensed computer retailer 2 What is the recommended method for handling a dead battery 0 Recycle it Throw it in the trash Burn it in a certified incinerator Recharge it 3 Which of the following are legitima
29. Which function key can be used to access the Advanced Startup Options menu in Windows 2000 or XP systems F1 B F4 C F6 D F8 WOO Quick Check Quick Answer 78 Detailed Answer 94 Quick Answer 78 Detailed Answer 96 Quick Answer 78 Detailed Answer 96 Quick Answer 78 Detailed Answer 96 36 Chapter 1 Essentials Exam 5 Ifthe PC system briefly shows a blue screen and continuously reboots which of the following is likely causing this condition O O O O 5 OU gt The hard drive is full The system has a defective RAM module The operating system has not been activated The system is low on both RAM capacity and HDD space 6 You are upgrading a user in the production department to a new Windows XP system The user wants you to move all her docu ments and picture files from her old Windows 2000 Professional environment to the new installation of Windows XP What Windows XP tool should be used to do this 0 The Windows Fast User Transport utility The Windows XP User State Migration tool The System State Backup option The ASR Restore option 7 When you started your desktop PC this morning it rebooted itself during the POST process You tried to start the system again but it continued to automatically reboot before it could load the Windows splash screen Where should you begin checking the system for the source of this problem
30. Answer C As with other printer types you should maintain laser printers in accor dance with the manufacturer s guidelines This includes installing the manufacturer s maintenance kit designed for that printer Don t forget to reset the page counter on those copiers and laser printers that have them This should be the last step before turning the printer over to the customer because service agreements are often based on page counts Answer B The air conditioned office environment is always the best location for print ers and other equipment if possible The air conditioning controls temperature and humidity that can cause the printer to overheat and cause the paper to absorb mois ture creating jams Dust from the other areas can also collect in the printer and wear its paper handling mechanisms Answers B D Paper problems can also cause jams to occur Using paper that is too heavy or too thick can result in jams as can overloading paper trays B Similarly using the wrong type of paper can defeat the separation pad and allow multiple pages to be drawn into the printer at one time In this case multiple sheets can move through the printer together or they may result in a jam D Answer C Using paper that is too heavy or too thick can wear the pickup pad prema turely and cause jams to occur This defeats the pickup pad and allows multiple sheets of paper in the tray to be drawn into the printer producing the jam An
31. Increase the voltage of commercial power for the computer B Convert commercial DC voltage into AC voltage for system usage and battery charging Store commercial power to recharge the battery 0 Convert commercial AC voltage into DC voltage for system usage and battery charging 7 The main objective of portable system manufacturers is to Quick Answer 361 produce portable computers that can travel efficiently Therefore Detailed Answer 373 they are typically striving to Select all that apply create systems that use less energy create systems that have larger displays create systems that have smaller keyboards 0 create systems that are smaller 8 portable PC that has PCMCIA slots the portion of the Quick Answer 361 operating system s socket services delivers the correct device Detailed Answer 373 driver for an installed PC Card when it is hot swapped into the system Card Services Autodetect Driver Bank O O O OQ Spww Universal PnP 336 Chapter 4 Depot Technician Exam 9 One of the biggest problems for portable computers is A B O O O O heat buildup inside the case lack of full sized keys on their keyboards lack of expandability due to a limited number of 1 0 ports lack of disk drive capacity Objective 2 2 Install configure optimize and upgrade laptops and portable devices 1 You have just completed a major upgrade of a note
32. Quick Answer 77 Detailed Answer 93 30 Chapter 1 Essentials Exam 15 How do you create a new folder using Windows Explorer 0 Select a parent directory click the Edit menu select New and then select Folder Select a parent directory click the Edit menu and then select New Folder Select a parent directory click the File menu select New and then click Folder Select a parent directory click the File menu and then select New Folder 16 Which method is used to change file attributes from the Windows Explorer Edit the appropriate Registry entry with RegEdt32 Right click the file and select Properties Highlight the file and choose the Select Options entry from the System Tools menu Highlight the file and choose the Select Options entry from the View menu 17 The command used to set the attributes of a file is gt ASSIGN AUTOEXEC Objective 3 2 Install configure optimize and upgrade operating systems References to upgrading from Windows 95 and NT may be made 1 What is the default setting for Driver Signing in Windows XP O O OO A B Block 0 Warn Ignore Quick Check Quick Answer 77 Detailed Answer 93 Quick Answer 77 Detailed Answer 93 Quick Answer 77 Detailed Answer 93 Quick Answer 78 Detailed Answe
33. Where would you establish a Supervisory password computer that will be installed in an Internet kiosk so that users can access the system but not modify its configuration A In CMOS B Inthe BIOS C In Windows D lf you set a password in this environment users will not be able to access the system What is one way to completely remove data from a hard disk drive Partition and completely reformat the drive B Reinstall the operating system over the existing OS structure Delete all the files on the drive and perform a disk defrag operation 0 Physically destroy the drive s platters with a hammer or acid Which of the following steps can be taken to protect a wireless network from unauthorized user access Select all that apply Set up MAC address filtering on each card B Configure the AP so that it doesn t broadcast the SSID Set up WEP all network nodes 0 Minimize the distance between network connections Quick Check Quick Answer 80 Detailed Answer 110 Quick Answer 80 Detailed Answer 110 Quick Answer 80 Detailed Answer 110 Quick Answer 80 Detailed Answer 110 Quick Answer 80 Detailed Answer 110 Objective 6 0 Security 63 Quick Check 14 Which of the following are advantages associated with using Quick Answer 80 NTFS Select all that apply Detailed Answer 110
34. 1 Answer A Tractor feeds are used with very heavy forms such as multiple part con tinuous forms and are most commonly found on dot matrix printers Answer A Full speed USB devices operate under the USB 2 0 specification also referred to as high speed USB and support data rates up to 480Mbps The IrDA SIR standard infrared protocol is used to provide a standard serial port interface with transfer rates ranging up to 115kbps The IrDA FIR fast infrared protocol is used to provide a high speed serial port interface with transfer rates ranging up to 4Mbps The parallel ULTRA160 320 640 SCSI specifications provide data throughputs up to 160 320 and 640MBps or 1280 2560 and 5120Mbps respectively The 802 119 wireless specification delivers data transfer rates in excess of up to 54Mbps Answer B In the dye sublimation printer a heating element strip is used to transfer the color substance on a plastic film to the paper The heating element contains thousands of small heat points which creates fine patterns of color dots Different temperatures can be applied to the element to produce different shades Answer Inkjet printers produce characters by squirting a precisely controlled stream of ink drops onto the paper The drops must be controlled very precisely in terms of their aerodynamics size and shape otherwise the drop placement on the page becomes inexact and the print quality falters Answer C The prin
35. 5 VDC and ground What action must be taken to restore the system if the CMOS supervisory password is forgotten in an ATX system Unplug the computer from the power outlet and remove the CMOS backup battery Physically remove and reinstall the CMOS backup battery Remove the microprocessor for 2 minutes to let the information dissipate from the system 0 Change the Password Enable setting in CMOS Where is system hardware configuration information stored notebook PC Inthe BIOS Inthe CMOS area of the RTC Inthe microprocessor s configuration registers D On the hard drive in the swap file After you physically install a sound card in a desktop PC s expansion slot what is the first step in starting up the system Connect the microphone to the MIC jack B Connect the speakers to the speaker jacks of the sound card Turn on the computer and let Windows detect and install the correct drivers for the card 0 Plug the computer into the AC power source and turn it on Domain 1 0 Personal Computer Components 319 Quick Check even layer on the top of the heat sink Runa bead around the edges of the heat sink D Runa bead around the edges of the microprocessor Quick Answer 360 Detailed Answer 365 Quick Answer 360 Detailed Answer 366 Quick Answer 360 Detailed Answer 366 Quick Answer
36. A Resource Sharing for Windows Network Printing for Windows O O O O B C File and Printer Sharing for Windows D Simple File Sharing for Windows Quick Check Quick Answer 362 Detailed Answer 378 Quick Answer 362 Detailed Answer 378 Quick Answer 362 Detailed Answer 378 Quick Answer 362 Detailed Answer 378 Domain 3 0 Printers and Scanners 347 Quick Check Objective 3 3 Identify tools diagnostic methods and troubleshooting procedures for printers and scanners 1 Which inkjet printer setting can adversely affect troubleshooting Quick Answer 362 procedures Detailed Answer 379 Maintenance Mode Feed Self Test 0 Tray Selector 2 You have been given image scanner that does not scan When Quick Answer 362 you test it the scanning light comes on but it does not move Detailed Answer 379 across the page Which of the following is the most likely cause of the problem The resolution setting of the scanning software is not compatible with the size of the picture being scanned The USB signal cable is unplugged from the host PC The scanner s light positioning mechanism is locked 0 The scanner s positioning motor is defective 3 What is the most basic test you can perform when you encounter Quick Answer 362 an image printing problem Detailed Answer 379 Print a test page from the printer P
37. Access the Services console in the Microsoft Management Console and restart the IE History cache Access Internet Options in the IE Tools menu and then click the Settings button In the Browser history area set the Check for Newer Version of Stored Pages to Every Time Visit the Web page D Access Internet Options in the IE Tools menu and then click the Settings button In the History area reduce the Days to Keep Pages in History Setting to 0 to force the system to display only today s web history Quick Check Quick Answer 79 Detailed Answer 107 Quick Answer 79 Detailed Answer 107 6 You are traveling and you want to add yourself to the wireless net work in your hotel What do you need to do to join yourself to the Objective 5 0 Networks 57 hotel s hot spot using your laptop with built in Wi Fi Select all that apply Configure the SSID on your laptop to match the local access point Confiure WEP on your laptop to match the local AP Configure the Proxy Server settings in Internet Explorer Configure your Wi Fi channel setting to match the local AP 7 Acable modem is attached to a router using connector O A 0 Type F 11 RJ 45 a BNC 8 Which of the following network types would not employ a dedicated DHCP server for automatic addressing functions A D Peer to peer Intranet
38. F 20 Chapter 1 Essentials Exam Quick Check Objective 2 0 Laptops and Portable Devices Objective 2 1 Identify the fundamental principles of using laptops and portable devices 1 What type of RAM do you typically find in a notebook PC Quick Answer 77 O A RIMM Detailed Answer 89 SODIMM PCMCIA 0 SD memory 2 Which PCMCIA slot type can handle all the different PC Card Quick Answer 77 device formats Detailed Answer 89 Type Mini PCI 3 What happens when you press the Windows Logo key along with Quick Answer 77 the L key Detailed Answer 89 It bypasses the Windows logo when the system starts up It brings the Windows Logon dialog box to the display It brings the network Logon dialog box to the screen D It locks the system until the logged in user unlocks it 4 What are the main differences between desktop and notebook PC Quick Answer 77 designs Select all that apply Detailed Answer 89 A Thermal handling Power consumption O Processor speeds D Memory size 5 The LCD display portable computer is powered by O O O O Objective 2 0 Laptops and Portable Devices 21 A low voltage AC B high voltage AC C low voltage DC D high voltage DC Objective 2 2 Install configure optimize and upgrade laptops and portable devices 1 Which Windows tool is
39. O O DO Quick Check Quick Answer 76 Detailed Answer 87 Quick Answer 76 Detailed Answer 87 Quick Answer 76 Detailed Answer 87 Domain 1 0 Personal Computer Components 19 Quick Check Objective 1 4 Perform preventative maintenance on personal computer components 1 While servicing a PC you open a system unit case and discover Quick Answer 76 that a lot of dust has accumulated inside Which of the following Detailed Answer 88 are the best ways for safely removing it Select all that apply Vacuum it out with a static free vacuum Gently wash it out with a damp soft cloth Use compressed air to remove the dust 0 Shake it out of the system 2 What is the best type of cleaning tool for use on the exterior of Quick Answer 76 computers and peripheral components Detailed Answer 88 Avacuum cleaner Adamp cloth Asoft brush D of antistatic spray 3 What type of cleaning solution should be used on the exterior of Quick Answer 76 computer components Detailed Answer 88 Bleach and water Window cleaner Soap and water D Citrus based cleaners 4 At what point does heat buildup become a problem for most PCs Quick Answer 76 Detailed Answer 88 A Room temperatures above 85 F Room temperatures above 90 Room temperatures above 95 D Room temperatures above 100
40. Power User members have access only to their own files and system hardware configuration functions Power Users have access only to files allowed by an administrator broadband modem for Internet access Which of the following actions should you take to protect the PC from the Internet O Turn on Windows Firewall and enable the file sharing option Turn on ICS and enable file and printer sharing C Configure the firewall function in the modem D Install spam blocker adware and antivirus protection software 8 A technician is in the server room when you enter and you notice that the door has been braced open What should you do O O O A B Tell the technician to close the door when he leaves Report the security breach to the network supervisor Close the door and note the security breach in the server room log book Tell the technician he is creating a security breach and close the door yourself Quick Check Quick Answer 80 Detailed Answer 109 Quick Answer 80 Detailed Answer 109 Quick Answer 80 Detailed Answer 109 Quick Answer 80 Detailed Answer 110 62 10 11 12 13 Chapter 1 Essentials Exam Which of the following is considered malicious software Adware Pop ups Spam 0 Worms Which of the following is considered virus Trojan Spam Worm D D Spyware
41. Quick Answer 360 Detailed Answer 364 Quick Answer 360 Detailed Answer 364 Quick Answer 360 Detailed Answer 364 10 11 Domain 1 0 Personal Computer Components 317 What are the consequences of mixing RAM types and speeds within a system Select all that apply D causes the system to lock up The system runs slower Hard memory errors occur There is no effect How many devices can be attached to a single Universal Serial Bus USB host 32 64 127 255 What is the recommended maximum length of RS 232 cable 0 100 feet 30 meters 30 feet 9 meters 10 feet 3 meters 50 feet 15 meters You are thinking about setting up a simple striped array on your email server at the office What is the minimum number of drives required to implement a RAIDO solution O A 1 2 O C 3 O 4 RAIDO is also known as O A O B 0 disk duplexing disk mirroring a striped disk array a disk parity array Which of the following components make up the Pentium processor cooling system Select all that apply A The heat sink B The fan unit C The socket D The chipset O O O Quick Check Quick Answer 360 Detailed Answer 364 Quick Answer 360 Detailed Answer 364 Quick Answer 360 Detailed Answer 364 Quick Answer 360 Detailed Answer 365 Quic
42. The ASR utility The Device Manager utility The MSCONFIG utility The SFC utility Quick Check Quick Answer 281 Detailed Answer 290 Quick Answer 281 Detailed Answer 290 Quick Answer 281 Detailed Answer 290 Domain 2 0 Operating Systems 227 7 Where do you go to enable Driver Signature Verification in Windows XP Professional A Navigate Start All Programs Accessories System Tools and select the Driver Signing option from the sub menu B Navigate Start Control Panel System icon and then select the Hardware tab and click the Driver Signing button Navigate Start Control Panel Administrative Tools Computer Management and select the Driver Signing option from the System Tools snap in D Navigate Start Control Panel Add Hardware and click on the Enable Driver Signing option in the Add Hardware Wizard Welcome page 8 You want to make a source document you ve prepared for your staff a read only file so that it cannot be altered Which of the fol lowing methods can you use in Windows Explorer to change the file s attributes O O Edit the appropriate Registry entry for the file using Regedt32 B Right click on the file select Properties and place a check mark in the Read Only check box C Highlight the file choose the Select Options entry in the System Tools menu and select the Read Only option D Highlight the file choose the Select Options e
43. a computer that already has a PATA HDD and CD ROM drive installed Which cable should you connect the new drive to B D 13 What is the maximum capacity of a single sided dual layer DVD R disc O O O OQ gt 1 2 4 8 100Mbps 480Mbps 1Gbps 12Mbps 2 3 5 32 The secondary signal cable The primary signal cable The 15 pin SATA signal cable The 7 pin SATA signal cable 4 7GB 9 4GB 2 1GB 8 5GB Quick Check Quick Answer 179 Detailed Answer 185 Quick Answer 179 Detailed Answer 185 Quick Answer 179 Detailed Answer 185 Quick Answer 179 Detailed Answer 185 Quick Answer 179 Detailed Answer 185 14 15 16 17 Domain 1 0 Personal Computer Components 121 Quick Check You are using a Windows 2000 Emergency Start Disk with no USB Quick Answer 179 support to boot a failing computer Where must you go to enable Detailed Answer 185 USB support in a PC Inthe startup program on the Windows ESD disk Inthe CMOS Setup utility Windows Control Panel Ports Windows Device Manager What type of standard 1 0 device uses a 3 row 15 pin female Quick Answer 179 connector Detailed Answer 185 Monitor Joystick Printer D Modem You want to upgrade your existing computer to play exotic games Quick Answer 179 In particular you want to install a dual processor sys
44. gt Quick Check Answer Key Quick Check Answer Key Objective 3 2 1 2 3 B D Objective 3 3 D 1 Objective 4 1 1 Objective 4 2 1 6 gt gt WDD gt gt gt gt gt 0 10 10 11 12 10 O v v o O gt gt gt gt O 11 A 12 A 13 C B C 283 284 Chapter 3 Remote Support Technician Exam Quick Check Answer Key Objective 4 3 1 9 D 2 10 D 3 11 4 12 5 0 13 6 14 7 15 8 16 Objective 5 1 1 4 D 2 D 5 0 3 6 Objective 5 2 1 0 4 2 0 5 3 6 0 Objective 5 3 1 A B C 3 2 Objective 5 4 1 3 2 gt gt gt gt Quick Check Answer Key 285 Quick Check Answer Key Objective 6 1 1 5 9 2 6 0 10 3 7 11 A 4 A B D 8 A C 12 B Objective 6 2 1 4 7 2 5 8 D 3 6 286 Chapter 3 Remote Support Technician Exam Answers and Explanations Domain 1 0 Objective 1 1 1 Answer C Three disc types can be used to accommodate the 6 5GB capacity required for this project the single sided dual layer DVD 8 5GB the double sided single layer DVD 9 4GB and the double sided dual layer DVD 17 1GB However CDs and single sided DVD formats do not off
45. 360 Detailed Answer 366 Quick Answer 360 Detailed Answer 366 320 20 21 22 23 Chapter 4 Depot Technician Exam Which TCP IP utility can you use to determine whether the network adapter is receiving an IP address PING TRACERT IPCONFIG 0 NBSTAT Which of the following connector types are typically used for video output in a PC Select all that apply VGA HDMI PS 2 USB How much information can you store a double sided single layer DVD 4 7GB 9 468 700 D 17 1GB You have been called to customer s residence to examine his high end gaming computer He is frustrated because its perform ance level is not as good as he had been led to believe When you examine the system you notice that the system board has two 16X PCle video slots One has a video adapter installed and the other is empty What type of system board is this likely to be and what can you do to increase the system s performance The system board is probably SLI Ready and you should install an additional SLI video card to improve performance The system board is probably Ready and you should install an adapter card based RAM accelerator The system board is probably Next Ready and you should install an adapter card based NR disk drive accelerator 0 The system board is probably Game Ready an
46. Answer A PCs are designed to run at normal room temperatures If the ambient temperature rises above 85 F heat buildup can become a problem High humidity can also lead to heat related problems Objective 2 0 89 Objective 2 0 Objective 2 1 1 Answer B Notebook and other portable computer manufacturers do not use tradi tional DIMM modules in their designs Special form factor DIMMs called small outline DIMMs SODIMMs were developed specifically for use in notebook computers Answer C PCMCIA Type III cards are being produced These cards are 10 5mm thick and are intended primarily for use with removable hard drives Both Type and Type II cards can be used in a slot Answer D The Windows logo key provides specialized Windows functions such as locking the system when pressed in combination with the L key The locked condition requires the user who locked the computer to enter his password to unlock it admin istrators can also unlock the computer When unlocked the system returns to the state it was in when the user locked it the programs that were in use are still open Answers A B Because of the difference in free air space desktop power supplies and their fans are not included in notebook PC designs separate fans and power sup plies are designed to decrease power consumption and thermal heat buildup Answer C The power consumption of LCD displays is very low The screen is scanned
47. B Control Panel Administrative Tools System Restore Control Panel System System Restore Start All Programs Accessories System Tools System Restore Control Panel System Hardware Device Manager System Restore 3 You have just completed the physical installation of a PC ina retirement community You intend to set up the system to automatically update itself so that the residents don t have to remember to do it Which Windows 2000 XP service automatically delivers security updates critical updates and service packs to help protect computers against viruses and other security threats A OOOO Windows WQHL B Automatic Updates 0 Windows Security Center Add Windows Components Updates Quick Check Quick Answer 180 Detailed Answer 197 Quick Answer 180 Detailed Answer 197 Quick Answer 180 Detailed Answer 197 146 Chapter 2 IT Technician Exam Quick Check 4 Anew customer has called you to remove a virus that infected his Quick Answer 180 machine After successfully removing the virus you notice that Detailed Answer 198 the system is still running an original version of Windows XP Professional without any updates or service packs What is the best way to update patch this Windows XP Professional computer system Use the online Windows Update service to find all applicable service packs and patches for this machine Find a computer with the same
48. C The universal serial bus USB is a high speed serial interface that has been developed to provide a fast flexible method of attaching up to 127 peripheral devices to the computer USB peripherals can be daisy chained or networked together using connection hubs that enable the bus to branch out through additional port connections Answer A The monitor is attached to the video adapter card in the system unit via a signal cable or cables The signal cable permits the monitor to be positioned away from the system unit if desired With most CRT monitors the signal cable is perma nently attached to the monitor and plugs into the video adapter card using a 3 row 15 pin D shell connector In some cases the monitor may use a signal cable that can be disconnected at both ends Answers A When the microprocessor is upgraded the BIOS should be flashed with the latest compatibility firmware If the BIOS does not possess the flash option and does not support the new microprocessor a new BIOS chip that does support it must be obtained and installed not the entire system board needs to be replaced 9 10 11 12 13 14 15 16 Answers and Explanations 83 Answer B ROM devices store information permanently and are used to hold pro grams and data that do not change RAM devices retain the information stored in them only as long as electrical power is applied to the IC This is referred to as volatile m
49. Domain 6 0 Objective 6 1 1 Answer Avoid putting customers on hold if possible If you must put them on hold make certain to get their name and phone number in case anything happens If you expect that a customer may be on hold for more than a couple of minutes ask if you can call the customer back Answers A B One of the attributes that makes a good customer service person is the ability to actively listen to the customer Real listening means not just hearing what the customer has to say but trying to pin down what she means The technique for doing this is called active listening Using active listening involves focusing on the customer s comments repeating key information to let the customer know that you are following what she is saying and avoiding distractions such as visual or audible activities that draw your attention away from the customer Answer A When customers become angry attempt to de escalate the situation This usually involves letting customers get pent up frustrations off their chest by simply listening to them The best thing to do is let customers vent verbal frustrations without reply It can be very frustrating to let customers vent without interrupting them but that is an important part of successfully handling irate customers When you do reply remain calm talk in a steady voice and avoid making inflammatory comments Also try to avoid taking a defensive stance because this signals a confl
50. In Windows 2000 systems access the Event Viewer utility and expand the System node to view the event log of system events such as loading the networking services Even if no desktop is available you can restart the system in Safe Mode and access the Event Viewer to use this log to isolate the cause of the error Answer C The Recovery Console available in Windows 2000 and Windows XP is a command line interface that provides you with access to the hard disks and many command line utilities when the operating system does not boot After the Last Known Good Configuration and Safe Mode options have been tried you can use the Recovery Console to copy files from a floppy disk CD or another hard disk to restore the Registry Answer B In Windows XP the ASR tool is used to back up and restore the System State information along with all the files stored on the system volume The ASR feature is considered to be the last resort that is used when you have been unable to recover the system using other methods including Safe Mode Last Known Good Configuration Mode and the Recovery Console Answers B C D You should actually create a Restore Point any time that you are making changes to the system that might make it unstable or that might disable it Restore Points can be created manually as a method of preserving the current state of the operating system prior to performing management activities including when B you have installed a new software
51. Viewer to use this log to isolate the cause of the error Answers C D In Windows 2000 you can use the Emergency Repair Process to repair the boot sector repair the startup files and replace the system files However you should be aware that the Windows 2000 Emergency Repair Process is designed to repair the operating system only and cannot be of assistance in repairing applica tion or data problems Answer In Windows 2000 and Windows you can use the Task Manager to determine which applications in the system are running or stopped as well as which resources are being used You can also determine what the general microprocessor and memory usage levels are A nonfunctioning application can be terminated using Task Manager in Windows 2000 and XP Answer A The Last Known Good Hardware Configuration mode of Windows 2000 XP Startup causes the system to start up using the configuration information that it recorded the last time a user successfully logged on to the system This configuration information is not replaced until a user actually logs on to the system 296 10 11 12 13 14 15 16 17 Chapter 3 Remote Support Technician Exam Answer D The system produces a single beep indicating that it has completed its POST and initialization process Because the system reaches the single beep you can tell that the basic hardware in the system is working okay After the beep tone has been pr
52. Which log holds this information System Application Security 0 Failed Audit Which of the following is not a function of the Emergency Repair Process in Windows 2000 Select two correct answers Repairing the disk drive s boot sector Repairing the system s startup files Repairing corrupted data files 0 Repairing failed applications The in Windows 2000 and Windows XP can be used to remove nonfunctioning applications from the system Close Program tool Task Manager tool Close Application tool 0 Computer Management tool The old Last Known Good Hardware Configuration settings are not replaced until ____ Auser logs on to the system Auser shuts down the operating system Auser boots the operating system 0 Auser logs off the system After the system has successfully completed the POST you see an error message saying NTLDR is missing What type of problem is this Operational problem Configuration problem Hardware problem Bootup problem Quick Check Quick Answer 282 Detailed Answer 295 Quick Answer 282 Detailed Answer 295 Quick Answer 282 Detailed Answer 295 Quick Answer 282 Detailed Answer 295 Quick Answer 282 Detailed Answer 296 240 11 12 13 14 Chapter 3 Remote Support Technician Exam The Windows Recovery Console does al
53. diagnostic procedures and troubleshooting tech niques for security 1 Your company is sponsoring an Internet caf at a local trade show and you are responsible for setting up six PCs that trade show attendees can walk up to and use to browse the Web or check their email Because these machines are open to public use what type of BIOS password should be established on them 0 User access Remote access Admin access Supervisory access 2 You are responsible for maintaining and administering 35 PCs in your area of the building You need to secure them so that employees cannot change CMOS settings What types of passwords should be set to provide secured logons for users in the CMOS while still protecting the system configuration Select all that apply A D User access Remote access Admin access Supervisory access Quick Check Quick Answer 80 Detailed Answer 111 Quick Answer 80 Detailed Answer 111 66 Chapter 1 Essentials Exam Quick Check Objective 6 4 Perform preventative maintenance for computer security 1 A friend has contacted you with questions about his Windows XP Quick Answer 80 Professional PC He uses it to perform Internet research for his Detailed Answer 112 home business in addition to preparing reports creating docu ments and managing finances Other than the applications he is familiar with yo
54. fy certain types of temporary files that are not required for operation of the system The temporary files that you can normally afford to remove from the system to gain needed disk space include Windows Internet and multimedia temp files It also emp ties the Recycle Bin if the Recycle Bin option is checked However the Disk Cleanup utility does not manipulate files that have been placed in quarantine by an antivirus utility Answers A C Systems running Windows 95 or Windows NT Workstation 3 51 oper ating systems cannot upgrade directly to Windows XP Instead they must have inter mediate upgrades to bring them up to a Windows version that does support direct upgrading to Windows XP Answer D Active antivirus software might prevent Windows from being installed on a system These utilities see changes to the operating system s core files as a virus activity and work to prevent them from occurring Any antivirus programs should be disabled prior to running Windows Setup You can re enable the program after com pleting the setup process Answer C Basic volumes are converted to dynamic volumes using the Disk Management tool follow the path Start Run enter DISKMGMT MSC into the text box and then click on OK A basic disk is a physical disk that contains partitions drives or volumes created with Windows NT 4 0 or earlier operating systems Dynamic disks can hold only dynamic volumes not partitions volumes or logical drives Wind
55. group Install the application on each user s machine so that access to the data can be controlled through the normal Windows logon process Install the application and create a Group Policy Object that will install the application on the desired users machines when they log in and provide them with access to the designated program and its data D Install the application create a group account for the new employees and give all the appropriate network users membership in the group Quick Check Quick Answer 182 Detailed Answer 207 Quick Answer 182 Detailed Answer 208 Quick Answer 182 Detailed Answer 208 168 Chapter 2 IT Technician Exam Objective 6 2 Install configure upgrade and optimize security 1 A Windows XP Professional customer asks you to show him how to set up file and folder encryption to protect his private informa tion on his disk drive How do you do this Click on the Encrypt option of the drive s Properties menu and choose Encrypt Files on This Drive Tell the user that file and folder encryption is per formed automatically on NTFS5 disks Click the Encrypt Contents to Secure Data check box in the folder s Advanced Attributes windows Click on the Encrypt option of the drive s Properties menu and choose Encrypt Folders on This Drive 2 What is it called when people make emails appear to come from somewher
56. host Inadequate permissions have been established Animproper printer name has been entered in the path 0 No printer driver is loaded 2 You receive a document from your laser printer that has random sections of missing print What laser printer component is typically associated with this type of symptom The laser scanning module The drum The transfer corona wire D The fuser s compression roller 3 Which of the following actions would correct the problem in which the tops of characters are missing from the print output by a dot matrix printer Select all that apply The carriage assembly might need to be adjusted to the proper height and angle Reseat the printhead in the printhead carriage Reseat the platen Reverse the ink ribbon Quick Check Quick Answer 283 Detailed Answer 300 Quick Answer 283 Detailed Answer 301 Quick Answer 283 Detailed Answer 301 Quick Answer 283 Detailed Answer 301 Domain 3 0 Printers and Scanners 251 4 You are troubleshooting a printing problem with your production room s dye sublimation printer When you examine the print queue of the local printer you see three files in print queue and nothing is coming out of the printer What is first step you should take to correct this problem Cycle the printer s power on and off until the jam Clears Right
57. or short across its reset jumper to reset the CMOS information It is also necessary to unplug the power from the commercial outlet to reduce the voltage to the CMOS registers When the content of the CMOS is reset you must manually restore any nondefault CMOS settings being used by the system Answer B To perform a read or write operation the address of the particular track and sector to be accessed is applied to a stepper motor which moves a Read Write R W head over the desired track As the desired sector passes beneath the R W head the data transfer occurs Answer A Enhanced Intel SpeedStep Technology EIST enables the operating system software to dynamically control the clock speed of a processor This feature allows the system to speed up the processor when higher performance is required and then slow it down to a lower power consumption speed when the demands on the processor are lower This throttling technique is used to conserve battery power in notebooks extend processor life and reduce noise from cooling devices Like the dual core Intel processors the Athlon 64 X2 supports a 64 bit extension to the x86 Instruction set enhanced virus protection with supported operating systems and speed throttling features Answer D Few new desktop and tower PCs include a floppy disk drive as a standard component Rewritable CDs and Flash drives have replaced the floppy disk in many cases However floppies are still widely used to bo
58. sockets are designed to allow the microprocessor to be set in the socket without force and then be clamped in place An arm activated clamping mechanism in the socket shifts to the side locking the pins in place Answer B The original IDE interface used a single 40 pin ribbon cable to connect the hard drive to the host adapter card or system board and supported a maximum throughput of 8 3MBps Answer D CD ROM DVD drives have an actuator motor that moves the laser detector module in and out under the disc Answer A Secure Digital SD is a Flash memory card format used in a variety of different portable devices including digital cameras notebook computers and PDAs SD cards generally measure 1 26 x 0 94 x 0 08 32mm x 24mm x 2 1mm but can be as thin as 0 055 1 4mm Answer B PCI Express PCle slots are a collection of high speed serial versions of the PCI bus standard These PCI versions employ new slot specifications that are not compatible with older PCI devices PCle pushes performance levels to 2 5GHz and data transfer rates to between 250MBps and 32GBps High end video adapter cards such as those used by artists and serious game players are designed to plug into more advanced PCI X or PCle slots although PCle has largely eclipsed the PCI X standard 84 17 18 19 20 21 22 23 24 25 26 27 28 Chapter 1 Essentials Exam Answer C You must remove the backup battery
59. 0 through 169 254 255 255 should not be used for private static addressing Microsoft uses this range for dynamic auto configuration in the absence of a DHCP server Answer A The 802 11b specification provides data transfer rates only up to 11Mbps with fallback operations at 5 5Mbps 2Mbps and 1Mbps Typically the effective range of the 802 11b signal is from 100 to 300 feet 30 to 90 meters assuming a direct line of sight the practical indoor range is about 150 feet or 35 meters The 802 110 spec ification delivers data transfer rates up to 54Mbps in the 2 4GHz band The practical distance for 802 119 signals is the same as the 802 116 specification Answer The 802 119 wireless networking specification delivers data transfer rates of up to 54Mbps in the 2 4 GHz band Answer C CAT6 cabling is a 250MHz 100 ohm UTP specification that is capable of data transfers up to 1 2Gbps over 1000BASE T wiring Answer B Wi Fi wireless networking standards fall under the designation of 802 11x Current standard versions include 802 11a b and g These are sometimes referred to as wireless ethernet standards however true ethernet protocols are classified under IEEE 802 3 specifications Answers A C The 802 11a specification provides up to 54Mbps data rates in the 5GHz frequency range The 802 110 wireless networking specification delivers data transfer rates of up to 54Mbps in the 2 4GHz band Answer A a typical peer to peer ne
60. 1 2 1 D D B D 14 15 16 17 18 19 20 21 22 23 24 25 26 10 11 12 13 14 15 16 gt o gt gt gt gt gt gt gt gt gt i 27 28 29 30 31 32 33 34 35 36 37 38 39 gt gt gt gt gt gt gt D D Quick Check Answer Key 361 Quick Check Answer Key Objective 1 3 1 0 7 13 2 8 14 3 9 15 4 10 16 D 5 11 0 6 12 Objective 2 1 1 4 7 2 5 8 3 D 6 D 9 A Objective 2 2 1 0 3 5 2 4 D Objective 2 3 1 6 11 2 7 D 12 3 8 13 D 4 9 5 10 Objective 3 1 1 4 1 2 0 5 8 3 6 9 D 362 Chapter 4 Depot Technician Exam Quick Check Answer Key Objective 3 2 1 4 2 5 3 6 Objective 3 3 1 8 2 9 3 10 4 11 5 12 C D 6 C 13 A B 7 A 14 A B Objective 3 4 1 4 B D 2 5 3 6 Objective 4 1 1 4 2 0 5 3 6 Objective 4 2 1 3 2 4 AC AD Quick Check Answer Key
61. 130 Chapter 2 IT Technician Exam 3 You are working with a small advertising firm whose art development person will be traveling a lot over the next six months in conjunction with a big project she is working on The art developer needs a notebook PC to travel with but the display has to be very good for her to prepare the types of artwork required for the project What should you recommend as the best display type for this notebook PC Dual scan technology Active matrix TFT technology Passive matrix technology D CSTN DSTN technology What is the size of a Type II PC card A 5mm 7 5mm 3 3 D 10 5mm What is another name for a PC Card device Bus card Asmart APCMCIA card D bus card What type of power does notebook PC receive from the wall outlet Low voltage alternating current Low voltage direct current High voltage alternating current High voltage direct current What functions are performed by the external power supply of a portable computer system Increase the voltage of commercial power for the computer B Convert commercial DC voltage into AC voltage for system usage and battery charging O Store commercial power to recharge the battery O D Convert commercial AC voltage into DC voltage for system usage and battery charging Quick Check
62. 17 Objective 3 0 95 Answer A In Windows XP the maximum supported RAM is 4GB The required RAM is 64MB and 128MB is recommended Generally the more memory installed the bet ter However there does come a point when more RAM fails to add better perform ance Answer A Windows 2000 includes two Registry editors RegEdit and Regedt32 RegEdit is an older Registry editor that was used with previous Windows versions but retains some features not available in the newer RegEdit version Both utilities enable you to add edit and remove Registry entries and to perform other basic functions Under Windows XP the Regedt32 option has been reduced simply to a small program that launches Regedit Answers If the operation of the system begins to show signs of slowing down over time you should consider removing unnecessary files from the disk to free up space and then defrag the drive to realign the contents of the disk in an optimal pat tern for accessing the drive If these actions do not provide an increase in perform ance you should consider checking the system for viruses and other malware prod ucts that may be slowing the system Answer D The minimum hardware requirements for installing Windows 2000 Professional on a PC compatible system are a Pentium P5 equivalent or better microprocessor running at 133MHz recommended RAM is minimum 64MB 4GB maximum and HDD space is 650MB or more free on a 2GB drive Answer
63. 2 devices and 2 1Mbps for Bluetooth 2 0 devices whereas FireWire 400 trans fers occur at 400Mbps Answer C The IrDA specification calls for communication ranges up to 2 meters 6 feet but most implementations state 1 meter as the recommended maximum range All IrDA transfers are carried out in half duplex mode and must have a Clear line of sight between the transmitter and receiver The receiver must be situated within 15 of center with the line of transmission Answer A For the most part the steps for adding a printer to a system are basically the same regardless of the type of printer being installed Connect the printer s power cord to an AC power source Connect the printer to the correct 1 0 port at the comput er system Make sure that the port is enabled Set up the appropriate printer drivers Install the paper Run the printer s self test and then print a document However man ufacturers of USB printers are increasingly instructing you to run the installation soft ware that comes with the device before connecting it to the computer and turning on the printer Answers C D There are two good reasons to upgrade any kind of equipment including printers If maintenance time on a device is becoming excessive you should consider replacing it no one works free on equipment and the cost of user downtime and lost productivity is added to the cost of repair The other reason to replace a piece of equipment is to obt
64. 345 Objective 3 3 Identify tools diagnostic methods and troubleshooting procedures for printers and 347 Objective 3 4 Perform preventative maintenance of printer and scanner 5 351 4 0 SCOTTY 353 Objective 4 1 Identify the names purposes and characteristics of physical security devices and 353 Objective 4 2 Install Hardware Security sssini 354 Domain 5 0 Safety and Environmental 356 Objective 5 1 Identify potential hazards and proper safety procedures including power supply display devices and CNVITONMENL cccsssessccssecssceeeecesecsseceseesseesseeeseees 356 Quick Check Answer Key icsscccsdecssessscsbestsscsstssciensssgietissdevesvecetsnstesesestees 360 OD jective 360 Objectives D2 360 Objective 1 35 361 Objective 2 Ve aia 361 2 2 361 Objective 2 3 iii seein neni 361 Objective 3 361 Objective 3 2 362 OD Je CHV E3233 362 Objective 362 4 1 362 Objective 4 2 362 Objective 363 Answers and Explanations 364
65. BOOTCFG EXE B BOOT C BOOTSECT DOS D NTBOOTDD SYS Quick Check Quick Answer 180 Detailed Answer 195 Quick Answer 180 Detailed Answer 195 Quick Answer 180 Detailed Answer 195 142 Chapter 2 IT Technician Exam Which Windows utility can be used to verify the integrity of the Windows XP operating system files SFC CHKDSK Dr Watson 0 MSCONFIG Which Windows utility is used to isolate conflicting items in the startup sequence Task Manager MSCONFIG SFC Device Manager Which of the following is a valid bootup option when using Windows 2000 and Windows XP Professional distribution CDs to start the system 0 Last Known Good Configuration Automatic System Recovery Recovery Console MSCONFIG Using unsigned drivers in a Windows system can cause the system to become unstable and lock up create cross linked files in the system allow viruses attached to the driver to attack your system 0 corrupt different operating system core files If you received an Event log full message in Windows where can you go to clear it A Inthe System Monitor utility Inthe Device Manager O O O O B C In the Microsoft Management Console D Inthe Event Viewer Quick Check Quick Answer 180 Detailed Answer 195 Quick Answer 180 Detailed
66. C The minimum requirement of RAM for installing Windows XP Professional on a PC compatible is 64MB required 128MB recommended Generally the more memory installed the better Maximum supported RAM is 4GB Answer C The SYSPREP tool is used to prepare the reference computer for cloning Answer B Installing a new operating system on a hard drive has evolved into the five basic steps that follow Partition the drive for use with the operating system Format the drive with the basic operating system files Run the appropriate Setup utility to install the complete operating system Load all the drivers necessary for the operating system to function with the system s installed hardware devices Reboot the system to activate all the system components Answers Computers running Windows 98 Windows Me Windows NT Workstation 4 0 with Service Pack 5 installed or Windows 2000 Professional can be upgraded directly to Windows XP However systems running Windows 95 or Windows NT Workstation 3 51 operating systems cannot upgrade directly to XP Instead they must have intermediate upgrades to bring them up to a Windows version that does support direct upgrading to Windows XP Objective 3 3 1 Answer C In Windows XP systems access the Event Viewer utility and expand the System node to view the event log of system events such as loading the networking services Even if no desktop is available you can restart the system in Safe Mod
67. Customize Desktop button General tab path Objective 2 4 1 Answers C D Automatic Updates can be configured to download and install updates on a specified schedule or to notify the user when high priority updates become avail able You can click on the Automatic Recommended option button and then enter day and time settings for Windows to install the updates under the Automatically Download Recommended Updates for My Computer and Install Them option You must be logged on as an administrator or a member of the Administrators group to complete this procedure Beginning with Windows XP SP1 Microsoft began requiring that the copy of Windows be activated before access to Windows Updates is provided Therefore if you are running Windows XP under the 30 day grace period without per forming the activation process you will be denied access to updates Conversely the Windows Firewall does not block all traffic it blocks only unsolicited traffic Automatic Updates is initiated from inside Windows so returning traffic from this site is not blocked The default setting for Internet Security in Windows Internet Explorer is Medium High This setting does not stop interaction with Windows updates Answer C Microsoft offers an online Windows Update service to deliver its patches service packs and security updates to users Answers B C Microsoft offers an online Windows Update Service to deliver updates to users These updates includ
68. D The HelpAssistant group Quick Check Quick Answer 282 Detailed Answer 296 Quick Answer 282 Detailed Answer 296 Quick Answer 282 Detailed Answer 296 Quick Answer 282 Detailed Answer 296 Domain 2 0 Operating Systems 241 15 You have been called to troubleshoot a desktop PC system that produces frequent intermittent shutdowns produces blue screen errors and makes loud clicking sounds What is the cause of these problems 16 17 0 The microprocessor is failing The hard disk drive is failing The microprocessor cooling system is failing The power supply fan is failing A user on your network has complained that he cannot access a mapped drive on a PC that is located several floors above where he is working but he can access mapped drives on other machines in the building The users tells you that he has success fully connected to that machine before today When you examine the system you see a red X beside the drive icon Which of the following could cause this problem Select all that apply The drive map link has expired The permissions level for the mapped drive has been changed by an administrator C The router for that segment of the network has failed D The machine containing the mapped drive is turned off You have installed a new widescreen plasma display as the output device for your Windows XP
69. Data security Support for larger drives 64 bit entries to keep track of items 0 Handling small drives efficiently Objective 6 2 Install configure upgrade and optimize security 1 user wants to back up his system information to a CD but he Quick Answer 80 doesn t have any CD burner software to work with How does he Detailed Answer 110 do this in Windows XP Home Edition Use the Windows Backup utility to save to a CD Windows XP Home does not back up to a recordable CD C Use the System State Backup utility Use the grandfather father son technique to back up the data 2 You have just installed a new high speed tape drive in a Quick Answer 80 customer s server and backed her entire system How can you Detailed Answer 110 be sure that the new drive has done this successfully Check the size of the backup file to make sure that it is large enough to represent the stored data Check the backup log to make sure that everything indicated was backed up to the tape Place the backup tape in another drive and see if it can be read from a secondary storage device in case the first drive fails Verify the backup by performing a restore operation from the tape 64 Chapter 1 Essentials Exam 3 You are searching online for a new high end video card that you want to purchase for your game machine When you go to one of the sites that
70. Detailed Answer 369 Quick Answer 360 Detailed Answer 369 Domain 1 0 Personal Computer Components 325 2 What happens when you mix different IDE drive types such as a UDMA 100 hard drive and a UDMA 66 hard drive on a single signal cable A Only the master device is disabled Only the slave device is disabled O O O O B C Both master and slave devices are disabled D The disk drive system works normally but at the slowest device speed 3 You need to locate where an ethernet cable ends What device can be used to locate it A multimeter An oscilloscope An ethernet loopback dongle D A Time Domain Reflectometer TDR 4 Which of the following questions would be helpful to ask computer operators when they present a problem to you Are you still under warranty What were you doing when the problem happened and when did it occur How long have you been operating a computer 0 Where are you located 5 A friend has asked you to check out her PC She has tried to upgrade its CPU and RAM using a How To book purchased at the local bookstore The system shows no signs of operating except that the power light comes on when you hit the On Off switch When you open the system unit you notice that the fan and heat sink unit are simply sitting on top of the processor and not locked down Also the processor sockets locking arm is not clamped down and the
71. Domain 1 0 ccccceccccccscccssssssssseecesssssssscccsseseesesscssensnsececeucessssssenseesesensass 364 XV Contents Objective E ENNEN 364 12 arrore rar anne R A E 369 Objective an NEEE E E EEEE A E Ter E a 371 Domain 2U iaa a aiaiai 373 Opj ective 2J 373 Objective 2 2 eveus 374 OBJECTE 2 3 erare 374 Domain 3 O 377 Sl 377 378 Objective 3 3 379 Objective 3 4 381 4 0 382 OD fective 4 15 382 CIAL 382 384 5 384 Appendix What s the sc senoreciesecsadaneveses 387 Multiple Test 387 Study 387 Certification 387 Custom 388 Attention 16 Exam Objectives 388 Installing the 388 Creating a Shortcut to the MeasureUp Practice Tests 389 TECHNICAL 390 xvi CompTIA A
72. Hardware Wizard MSCONFIG 12 A computer system installed several months ago is showing signs of increasingly slow operation What steps can be performed to improve system performance Select all that apply Delete temporary files from the hard drive Defrag the primary hard disk drive Run the FDISK utility to revitalize the operating system Run the CHKDSK utility to clear unused files from the system 13 What is the minimum amount of memory required to install Windows 2000 Professional 0 8MB 16MB 32MB 64MB Quick Check Quick Answer 78 Detailed Answer 94 Quick Answer 78 Detailed Answer 94 Quick Answer 78 Detailed Answer 94 Quick Answer 78 Detailed Answer 94 Quick Answer 78 Detailed Answer 94 34 14 15 16 17 Chapter 1 Essentials Exam What is the minimum amount of RAM that needs to be installed in the system to install Windows XP Professional 128MB 32MB 64 0 256MB You are preparing to conduct departmentwide disk cloning operation to install Windows XP Which Windows tool is used to prepare the reference computer for cloning RIPrep Unattend exe Sysprep 0 Ghost What is the proper order of operations for preparing a disk drive for use Format partition run Setup reboot load drivers Partition format run
73. IP address of the remote unit If you know the hostname of a computer on the network you can use PING hostname to determine its address Answer A The TCP IP loopback test enables you to verify that TCP IP has been successfully loaded in the local computer If the test fails to return a reply the problem is with the installation of TCP IP on the local machine If the test responds with a Reply the TCP IP protocol is installed and functioning correctly Answer C The first step in troubleshooting local network connectivity is to try to obtain a connection with the network Check to see that the computer is physically connected to the network and check the activity status lights on the back plate of the LAN card to determine whether the network recognizes the adapter If the lights are glowing the NIC sees network traffic and the connection is alive If not check the adapter in another PC Answer A You must ping address 127 0 0 1 to perform a loopback test that verifies TCP IP has been successfully loaded in the local computer Answer D Because the user can ping other users or devices on the network the local network adapter its drivers and its network cable must be good With TCP IP dis abled the printer would not be able to reply to a ping sent to it Answer B When dealing with portable PCs that have built in wireless networking you should check that your wireless network adapter s radio module is s
74. Install a surge Suppressor Quick Check Quick Answer 183 Detailed Answer 210 Quick Answer 183 Detailed Answer 210 172 Chapter 2 IT Technician Exam Quick Check Objective 8 0 Professionalism and Communication Objective 8 1 Use good communication skills including listening and tact discretion when communicating with customers and colleagues 1 You have been called to work on a in the back office of a small Quick Answer 183 retail store When you arrive you find that you are unable to Detailed Answer 211 speak the same language as the proprietor What can you do considering the language barrier that exists Select all that apply Use illustrations and graphics to communicate with the customer after you notify the supervisor Get an appropriate translation dictionary so that you can conduct basic conversations with the proprietor Contact your management to see if there is someone in the organization that has the ability to interact with this customer 0 Ask if the customer knows anyone who can speak your language so that she can interpret 2 A customer asks you to install an application on his machine from quick Answer 183 CD that has no label on it and no licensing or other documenta Detailed Answer 211 tion How should you handle this request Tell the customer it is illegal to use unlicensed soft ware and refuse to install the
75. Internet Extranet Objective 5 3 Identify tools diagnostic procedures and troubleshooting tech niques for networks 1 Which of the following indicates that an operating physical connection is in place to a local area network Link lights are present and operating on the back of the network adapter card You can ping the local host You can view the network adapter s connection status in the Device Manager of the local machine You can ping IP address 127 0 0 1 Quick Check Quick Answer 79 Detailed Answer 107 Quick Answer 79 Detailed Answer 107 Quick Answer 79 Detailed Answer 107 Quick Answer 79 Detailed Answer 107 58 Chapter 1 Essentials Exam You are working on a client computer that cannot see any other computers on the network You check the TCP IP configuration for the computer and find that it is set for 169 254 0 2 What is the most likely cause of the computer s network problem You have an unplugged network cable You have a missing DHCP server bad router configuration The DNS function is not configured correctly on this client D TCP IP is not configured properly Which of the following can be used to check the operation of a network adapter card Acable tester An Ethernet loopback cable A digital mulitmeter D A time domain reflectometer You have been sent to troub
76. Obtain a Flash program for the new BIOS to make sure that it is compatible with the existing architecture of the notebook D Store the contents of the old BIOS configuration on a floppy before changing out the boards This permits you to reload your existing settings back into the new system after the installation 4 You ve been asked to upgrade the processor in an old Pentium II notebook PC to gain some performance increase What should you tell the customer about this upgrade The customer needs to upgrade the RAM instead You will upgrade the processor as far as possible This processor can t be upgraded in a notebook PC 0 Upgrading the processor in this system is probably not worthwhile 5 You increase the amount of RAM in the notebook PC of a friend who is using it to play graphics intensive video games However there is no noticeable sign of performance improvement in the game after the upgrade Why is this Only so much shared memory is available in a notebook PC B The shared memory allocation must be increased in the PC Without upgrading the BIOS the memory upgrade does not take effect O D To generate a performance improvement you should have performed a microprocessor upgrade instead Quick Check Quick Answer 361 Detailed Answer 374 Quick Answer 361 Detailed Answer 374 Quick Answer 361 Detailed Answer 374 338 Chapter 4
77. Print server FTP server Secure server 3 How can you identify when an Internet website is using the Transport Layer Security or Secure Sockets Layer protocols 0 Its address starts with FTP Its address starts with HTTPS Its address ends with SSL Its address starts with www 4 What feature do all members of a domain share 0 A security database Client licenses A printer Applications 5 Which of the following is a valid APIPA address O O O Q A 169 254 0 1 with a subnet mask of 255 255 0 0 B 10 0 0 1 with a subnet mask of 255 0 0 0 0 192 0 0 1 with subnet mask of 255 255 255 0 127 0 0 1 with a subnet mask of 255 0 0 0 Quick Check Quick Answer 283 Detailed Answer 303 Quick Answer 283 Detailed Answer 303 Quick Answer 283 Detailed Answer 303 Quick Answer 283 Detailed Answer 303 Quick Answer 283 Detailed Answer 303 Domain 4 0 Networks 255 6 A customer is setting up a small home office network and he is 10 calling you from a consumer electronics store The store offers both hubs and switches for basic network connectivity What should you tell the customer about the major difference between network hubs and switches Switches provide link ports for connecting to the Internet B Switches possess more built in intelligence than hubs do These connectivity devices are desig
78. Quick Answer 285 Detailed Answer 313 Quick Answer 285 Detailed Answer 313 10 You are setting progression chart for your technical support 11 12 Domain 6 0 Professionalism and Communication 277 staff to use when handling incoming contacts from customers The chart begins at the far left side of the page with a block that represents the technician who first receives the complaint from the customer Which of the following should you use to title this block gt 59 gt Lead Technician Initial Problem Owner Primary Technician Access Owner When a support organization is dedicated to making sure that a customer s problem is handled this is called what Taking ownership of the customer s problem B Active problem solving 0 Complete Customer Service CCS Total Quality Service TQS You are on a customer support call with a peripheral supplier s help desk The first level technician has not been able to identify and correct your problem so he escalates your call to a second level technician However to keep you from having to repeat your entire problem to the new tech the first level technician briefs the new technician for you When you facilitate the new contact for both parties this is called a cold handoff B warm handoff C D direct transfer hot handoff Quick Check Quick Answer 285 Detail
79. Quick Check 7 customer has asked you to update her Windows Quick Answer 180 Professional system When you run the Windows update scan Detailed Answer 198 the machine you find that it is running only SP1 and the update service is recommending that you download and install SP2 What additional features will your customer receive by installing SP2 The Windows Security Center Windows antivirus software Windows Internet Connection Firewall 0 Windows Automatic Updates 8 A customer s Windows XP computer is having intermittent printer Quick Answer 180 delay problems When you check the PC system you find that itis Detailed Answer 198 also performing poorly You also note that it does not have any security updates or patches installed How can the intermittent printing delay problem be fixed A By updating the printer s firmware By replacing the processor O By installing additional memory modules in the printer D checking for viruses and other forms of malware and then updating the operating system 148 Chapter 2 IT Technician Exam Objective 4 0 Printers and Scanners Objective 4 1 Identify the fundamental principles of using printers and scanners 1 Which of the following printer types requires special paper Laser Thermal Dot matrix Inkjet 2 What Windows structure allows multiple files to be loaded onto a prin
80. Quick Check Answer Key Objective 5 1 1 wD 10 11 12 gt O gt gt gt 363 364 Chapter 4 Depot Technician Exam Answers and Explanations Domain 1 0 Objective 1 1 1 Answer B The microphone audio in and speakers audio out are plugged into the appropriate 1 8 mini jacks the back of the sound card Answer D For Pentium 4 processors the recommended operating temperature is 35 C You must find a fan that is rated to work with that processor s temperature speed specification However most fans are sold for the particular processor they are intended to support This guarantees that you re getting not only the correct tempera ture coverage but also the proper surface area coverage for the processor Regardless of what a fan is supposed to do if it doesn t cover the entire processor hot spots can occur that can lead to failure Answer C The Socket A specification employs a 462 pin ZIF socket and is supported only by two available chipsets Answer B The notches beveled pin patterns and dots on the various ICs are used to identify the location of the IC s number 1 pin You may also have to check the silkscreen printing around the socket to verify the pin 1 location The main thing to be sure of when inserting a microprocessor in a socket is to make sure to correctly align the IC s pin 1 with the socket s pin 1 position Answer B
81. RIMM modules and install standard DDR modules Install a CRIMM in the empty slot 0 Remove the existing memory modules and install matched RIMM pairs in all the slots 13 You installed a new video card in a desktop PC system that does n t have onboard video When you start up the system there is no display What should you do to correct this condition Swap the display unit with a known good unit of the same type B Restart the system enter CMOS Setup and ensure that the default onboard video option is disabled Replace the video adapter card with a known good card 0 Restart the system in Safe Mode remove the old video driver and restart the system so that Windows can detect the new card and install the proper drivers for it Objective 1 2 Identify tools diagnostic procedures and troubleshooting tech niques for personal computer components 1 You ve installed one IDE hard drive and it is working fine You install a second IDE hard drive and neither hard drive works What could be the problem The hard drives are connected in the wrong order on the IDE cable The second hard drive is on the secondary IDE port with its jumper set in the slave position Both hard drives are connected to the primary IDE port and the jumpers on both drives are set as masters 0 One drive is connected as primary master and the other as secondary master but the
82. Setup load drivers reboot Format partition run Setup load drivers reboot 0 Partition format run Setup reboot load drivers Which Windows operating system versions can be upgraded directly to Windows XP Select all that apply A Windows 2000 Professional B Windows NT 4 0 Workstation C Windows 98SE D Windows NT 3 51 Quick Check Quick Answer 78 Detailed Answer 94 Quick Answer 78 Detailed Answer 94 Quick Answer 78 Detailed Answer 94 Quick Answer 78 Detailed Answer 94 Objective 3 0 Operating Systems 35 Objective 3 3 Identify tools diagnostic procedures and troubleshooting techniques for operating systems 1 If a computer running Windows XP Professional generates a disk error during the system startup operation which Event Viewer log file should be checked for the error Application Security System Hardware In Windows 2000 and XP which utility can be used to access hard drives and command line utilities when the system does not boot Recovery Console Device Manager 0 REGEDT32 EXE Computer Management console Which Windows XP utility enables support personnel to take con trol of a remote computer and perform troubleshooting steps without involving the user in the actual troubleshooting process Internet Help Remote Desktop Telnet services 0 Remote Assistance
83. The presence of unauthorized individuals in the server room should be reported to the network administrator Violations of any server room security measures should be reported to the network administrator for corrective action Answer D Malware is the term used to describe programs designed to be malicious in nature The common malware programs are viruses Trojan horses and worms Answer A Computer viruses such as a Trojan horse virus are destructive programs designed to replicate and spread on their own After they infiltrate one machine they can spread into other computers through infected disks that friends and coworkers pass around or through local and wide area network connections Answer A Most BlOSes offer a variety of security options that can be set through the CMOS Setup utility The Supervisory password option establishes a password that must be used to access the CMOS Setup utility where the User and Supervisory password options are configured Answer D If a hard disk drive is not going to be reused it should be damaged to the point where it is physically unusable not just logically unusable This can involve opening the outer cover of the drive and physically scarring its disk surfaces scratch ing the surface with a sharp implement hammering the disks or pouring acid on the disk surfaces Answers B C All the computers in the network must be configured to use the same key to communicate Therefore if you
84. When you are upgrading a power supply one thing to take into account is its wattage rating requirements The wattage rating is a measurement of the total power the supply can deliver to the system More heavily equipped systems that is more disk drives and peripherals require power supplies with higher wattage ratings Answers A B C Generally when you add memory modules to an existing system that have different speed ratings than the existing modules at best the system will operate at the speed of the slowest modules B However mixing significantly differ ent RAM types and speeds in a system can also cause the system to lock up A and produce hard memory errors C Answer C The Universal Serial Bus USB provides a fast flexible method of attach ing up to 127 peripheral devices to the computer The peripherals can be daisy chained or networked together using connection hubs that enable the bus to branch out through additional port connections Answer D The recommended maximum length of an RS 232 cable is 50 feet 15 meters However some references use 100 feet as the acceptable length of an RS 232C serial cable Serial connections are tricky enough without problems generated by the cable being too long Make the cable as short as possible 10 11 12 13 14 15 Domain 1 0 365 Answer At least two identical disk drive units are required to implement RAIDO If the drives are not i
85. a PATA drive the color stripe should point to A pin 80 34 C pin 40 D pind Quick Check Quick Answer 360 Detailed Answer 367 Quick Answer 360 Detailed Answer 367 Quick Answer 360 Detailed Answer 367 Quick Answer 360 Detailed Answer 367 Quick Answer 360 Detailed Answer 367 322 29 30 31 32 Chapter 4 Depot Technician Exam Quick Check You are installing new PATA hard drives and DVD drives in new Quick Answer 360 systems you are building for a client The system boards you are Detailed Answer 367 using feature two IDE interface connections Which cable type would you use to connect the new PATA drives to the IDE interface on these system boards 34 conductor ribbon cable with 34 pin headers 36 conductor serial cable with Centronic connectors 50 conductor ribbon cable with 50 pin headers D 80 conductor ribbon cable with 40 pin headers If you are installing a new PATA hard drive upgrade that will be the Quick Answer 360 only drive in the system how should you configure it Detailed Answer 368 As the primary slave As the secondary slave O the secondary master the primary master After you ve completed the physical installation of a new SATA Quick Answer 360 drive in the system you want to install Windows XP on the drive Detailed Answer 368 During the install
86. a depot repair facility for notebook PCs and you have been asked to suggest a workspace layout for the technicians Which of the following items should you include Domain 5 0 Safety and Environmental Issues 359 in your recommendation Select all that apply Antistatic wrist straps Carpeted floors in all work areas Dehumidifiers 0 Antistatic pads on all workbenches 15 Damaging electrostatic discharge is most likely to occur when O O O OQ gt 16 Which of the following actions can cause system board to short working around rubber mats using test instruments on a system the humidity is low you unplug a power supply unit out when you change an adapter card Not wearing an antistatic wrist strap The PnP function not being configured properly Placing the adapter card in the wrong type of expansion slot 0 Not removing the power cord from the AC power source 17 The of a dot matrix printer generates a great deal of heat and can be a burn hazard when working on these units paper tray platen ribbon 0 printhead Quick Check Quick Answer 363 Detailed Answer 385 Quick Answer 363 Detailed Answer 385 Quick Answer 363 Detailed Answer 385 Quick Answer 363 Detailed Answer 385 360 Chapter 4 Depot Technician Exam Quick Check Answer Key Objective 1 1 1 Na Objective
87. a hammer and dispose of it in a Subtitle D dumpsite 72 Chapter 1 Essentials Exam Quick Check Objective 8 0 Professionalism and Communication Objective 8 1 Use good communication skills including listening and tact discretion when communicating with customers and colleagues 1 You have just been moved into the customer service area of your Quick Answer 81 company and will be the first contact for many customers with Detailed Answer 115 service issues Your new manager has told you the most important thing you can do is practice active listening Which of the following describes active listening O O A Participating in discussions with customers and letting them know they are being heard Listening until customers completely finish their explanation and then recapping their conversation to make sure you got it all Guiding the customers conversation so that it ends where you need it to Interjecting your feedback into the discussion as soon as you have a good idea as to the cause of the problem 2 After troubleshooting a customer s PC you determine it has a bad Quick Answer 81 RAM module that needs to be replaced After you explain your Detailed Answer 115 findings to the customer several times she still disagrees with your findings and doesn t understand why the module needs to be replaced Which of the following should you do Prepare the custo
88. a stronger Wi Fi Protected Access WPA stan dard A newer version of WPA called 2 fully implements the security mecha nisms for wireless networks called for in the IEEE 802 11i standard Objective 6 4 1 Answer B Social engineers exploit people s human nature to fool them into providing information about themselves their business or their computer network They accom plish this by using trickery deceit lies gifts or acts of kindness to first establish a level of trust They then use this trust relationship to gain information 2 Answer A Some social engineering efforts such as phishing or pharming can go to great lengths to get users to surrender their login information For instance the pro grammer may design a login screen that exactly mimics a login screen that you expect to see from a trusted site or company In the background the login screen passes your information back to the programmer You should know to ignore the request delete the email message and report the incident to your supervisors However you should not forward the request because doing so also poses a security risk 210 Chapter 2 IT Technician Exam Objective 7 0 Objective 7 1 1 Answers A B To protect PC equipment from electrostatic discharge ESD wear an antistatic wrist strap to release any static present on your body You can also install an antistatic mat to carry away static from the work area Most electronics work areas
89. a website using Detailed Answer 202 its name the system cannot find the page However when he tries to connect to the numeric IP address he has on the customer s work order it connects He doesn t know where to look for the problem What can you tell him about which TCP IP service resolves IP addresses to domain names DNS FIP 0 2 Which of the following IP address examples can actually be used Quick Answer 181 on the Internet Detailed Answer 202 192 168 0 101 127 0 0 1 147 0 1 20 10 0 0 1 3 What is the purpose of the NAT service Select all that apply Quick Answer 181 Detailed Answer 202 To represent the network as a single entity to the Internet environment B To prevent internal users from accessing outside Internet locations configure safe communications between two remote systems without using encryption services 0 To prevent outsiders on the Internet from making direct contact with internal network users 156 Chapter 2 IT Technician Exam 4 You are setting up a small office network for a business client and using private IP addressing in the range of 192 168 When you begin to configure the first PC you enter 192 168 0 1 What is the standard subnet mask you would use for this IP address 255 0 0 0 255 255 0 0 255 255 255 0 0 255 255 255 254
90. about the security of the financial informa tion on his office computer He wants you to install the Encrypted File System on his computer to provide additional security for this information What is required to install and run EFS on his PC You have to download the EFS upgrade from the Windows Update service B The information must be converted into the EFS for mat in Windows Explorer The information must be located on an NTFS partition 0 You have to install a copy of the EFS utility from his Windows distribution CD 8 Which of the following strategies provides the best protection from viruses and worms Change the Administrators account password from the default Make as many people part of the Administrators group as possible Place only as many users as needed in the Admin group D Putall the users the Security group 9 Your company wants to inexpensively create more secure communications between its remote offices What can you recommend to your management to accomplish this Implement Remote Access Service RAS at each office B Encrypt all communications using the MS CHAP protocol O Use VolP communications D Implement VPN that connects all the offices Quick Check Quick Answer 284 Detailed Answer 309 Quick Answer 284 Detailed Answer 309 Quick Answer 284 Detailed Answer 309 Quick Answer 284 Detai
91. and Faxes dialog box and select the Properties option from the menu Click on the Set as Default Printer radio button 3 Which of the following is not a proper method to use when explaining printer operations to a user Using the user s manual to highlight key information he will need when you re not there Using pictures and illustrations to highlight your instructions as you go through the different processes with the user Using the actual printer to demonstrate the operation of the system because you may invalidate the cus tomer s warranty when you perform some steps Using industry jargon and acronyms so that the user will become aware of these industry accepted terms 4 Which of the following is a common scanner driver format A TWAIN B PCL C PCX D JPG Quick Check Quick Answer 181 Detailed Answer 200 Quick Answer 181 Detailed Answer 200 Quick Answer 181 Detailed Answer 200 Domain 4 0 Printers and Scanners 151 5 How can you access the Add Printer Wizard in Windows 2000 Select all that apply O O O O A Select Start Settings Printers and then click the Add Printer icon Select Start Programs Accessories Windows Explorer Printers and then click the Add Printer icon Double click My Network Places on the desktop and then double click Computers Near Me Select Control Panel Printers and then click the Add Prin
92. and open the application s Properties to check its executable filename and path information Right click the desktop and select the Properties option from the pop up menu to check for proper command syntax and path information Move into the Control Panel and open the Add Remove Software applet so that you can use the Add Remove Software Wizard to repair the icon link to the application Try to execute the application s Install file from Windows Explorer Quick Check Quick Answer 78 Detailed Answer 98 Quick Answer 78 Detailed Answer 98 Quick Answer 78 Detailed Answer 98 Quick Answer 78 Detailed Answer 98 Objective 3 0 Operating Systems 41 25 After you install device driver the system becomes unstable You try to reboot the system but nothing happens Then you perform a second reboot and select the Last Known Good Configuration option from the Advanced Options menu However the system does not reset to the old configuration What is the problem The Last Known Good Configuration file is overwritten after each successful login so there is no Good Configuration to revert to after the second reboot The driver has been corrupt for some time and cannot be rolled back The Last Known Good Configuration is rewritten at each logout or shutdown so the old configuration no longer exists 0 You should use the Recovery Console s Rollback feature b
93. and respect for the customer and customer s property 1 You receive an urgent page while working at a customer s facility How should you handle this situation Tell the customer you must respond to the page and excuse yourself from the customer s presence to respond to the page Answer the page and find out whether the call is urgent or not before you leave the work area Ignore the page return to work and finish the job as quickly as possible Then you can respond to the page afterward D Answer the page take care of the call and then return to work 2 While recovering the HDD on a customer s computer you discover illegal software on the drive What action should you take A Tell the customer that it is illegal to pirate software Delete the illegal software from the drive OOOO B C Report the copyright violation to your supervisor D Report the copyright violation to the company that manufactures the software Quick Check Quick Answer 183 Detailed Answer 212 Quick Answer 183 Detailed Answer 212 Quick Answer 183 Detailed Answer 212 176 Chapter 2 IT Technician Exam 3 While repairing a customer s computer you break a pin on the CD ROM drive which is eight years old Which of the following should you do Reinstall the broken CD ROM drive in the computer and tell the customer the unit is fixed Don t disclose the broken devi
94. application and it appears to cause problems with the system that removing it does not resolve C anytime you need to get back to a point where you know the system was functioning correctly and D when you update a driver and it appears to cause problems with the system that rolling back the driver does not resolve Answer If a printer is not printing in Windows check the print spooler to see whether it causes the problem Select the Print Directly to the Printer option on the Advanced tab of the printer s properties page If the print job goes through there is a spooler problem If not the hardware and printer driver are suspect 98 19 20 21 22 23 24 25 Chapter 1 Essentials Exam Answer C Safe Mode should be used when the system does not start after the Starting Windows message is displayed when the system stalls repeatedly or for long periods of time when the system cannot print to a local printer after a com plete troubleshooting sequence when the system has a video display problem and whenever the system slows down noticeably or does not work correctly Answer C In Safe Mode only the essential device drivers and system services are loaded In Safe Mode Windows 2000 and Windows XP load the following Drivers for serial or PS 2 mouse devices standard keyboards hard disks CD ROM drives and standard VGA devices Your system firmware must support universal serial bus USB mouse and USB key
95. autoconfigures such a network Answer B A switch connects network devices together to form a local area network Instead of repeating a received message at all its other ports the switch can direct the information to its intended receiver if the address of the receiver is known Answers B D A fully qualified domain name FQDN is a human readable address that describes the location of the site on the Internet It contains the host name the domain name with any subdomains and the top level domain name For example the name www oneworld owt com is an FQDN The letters www represent the host name The host name specifies the name of the computer that provides services and handles spe cific Internet requests for specific Internet addresses In this case the host is a World Wide Web server The owt portion represents the organization as a domain listed under the top level domain com The oneworld portion is a subdomain of the owt domain and must be locally administered by the OWT organization Answers A C WEP is a strong encryption method but serious hackers can crack it This has led the wireless industry to create the stronger Wi Fi Protected Access WPA standard A newer version of WPA called WPA2 fully implements the security mecha nisms for wireless networks called for in the IEEE 802 11i standard Answer D Telnet is a service that enables you to establish a connection into another computer so that you can
96. automatically supply network addresses for your three computers and a laser printer You know you need to manually set the IP address and subnet mask infor mation for all the systems so you are looking for documentation about how to accomplish this What is the term you should be looking for to find information about manually configuring an IP address A Static IP addresses APIPA C Classful IP addressing D O O O O Dynamic IP addresses Quick Check Quick Answer 79 Detailed Answer 104 Quick Answer 79 Detailed Answer 104 Quick Answer 79 Detailed Answer 104 Quick Answer 79 Detailed Answer 104 802 110 0 Objective 5 0 Networks 51 Which of the following connectivity methods are used with CAT5 cabling with RJ 45 connectors Fiber optic cables and SC connectors RF signals and antennas Coaxial cables and BNC connectors Which of the following network types is best for a small business 0 LAN WAN MAN CAN 7 Which network component types are compatible with 802 119 systems 0 802 11 802 116 Bluetooth 802 3 8 A residential customer who has just switched Internet access over to a satellite system has called to find out why she sometimes experiences delays in the satellite system delivering Internet connectivity How do you explain this delay to the customer O O A M
97. by sequentially activating the panel s row and column electrodes The pixels appear to be continuously lit because the scanning rate is very high The electrodes can be controlled using very low DC voltage levels Objective 2 2 1 Answer A The Safely Remove Hardware utility is used to notify the operating system in advance of the removal Because some devices have write caching enabled corruption or data loss may occur Answer B In Windows 2000 and XP the power management functions are located in the Control Panel under the Power Options icon These functions include options for configuring hard drive and display shutdown times standby mode timing and the hibernate functions Standby settings are confgured under the Power Schemes tab and the hibernation function is enabled under the Hibernate tab Enable Hibernate Support in Windows 2000 and Enable Hibernation in Windows XP Answer A Hibernate mode saves the computing session that is stored in RAM to the hard disk and then shuts down the system When the system is reactivated the computing session is fully restored back into memory and restarted at the place it left off Answers A D Historically most external CD ROM DVD drives have employed SCSI interface connectors However newer external CD ROM DVD drives tend to employ USB connections 90 5 6 Chapter 1 Essentials Exam Answer D The proper procedure for removing a PC Card from the computer b
98. click on the Printer s icon click on Properties and then select Details From this point select Spool Settings and select the Print Directly to the Printer option to bypass the spooler to get out your print job Delete all the files from the print spooler queue and resend your print job to the printer 0 Double click on the printer s icon and select the Restart option from the Documents menu 5 What is the first step you should take if your laser printer is producing faint print A Replace the toner cartridge Adjust the laser alignment Adjust the printer contrast control setting D Remove the toner cartridge inspect it and gently shake it 6 You have been called to an advertising firm that has a new flatbed scanner that does not scan When you test it the scanning light is on but it does not move across the page Which of the following is the most likely cause of the problem The resolution setting of the scanning software is not compatible with the size of the picture being scanned B The picture being scanned is too big for the resolution setting and memory available in the host system The scanner s light positioning mechanism is locked 0 The scanner s signal cable is faulty Quick Check Quick Answer 283 Detailed Answer 301 Quick Answer 283 Detailed Answer 301 Quick Answer 283 Detailed Answer 301 252 Chapter 3 Remot
99. customer has probably explained everything at least once you should begin by apologizing for any repetition the hand off might create You still need to ask all the relevant questions to get yourself up to speed and this may annoy a customer who has a broken piece of equipment and has been through the process without success Having the other technician give you his notes on the problem can also help you minimize the repetitive questions the customer might need to answer 9 Answer A Although this is an extreme circumstance you are governed by the compa ny s policies regarding returns and repairs In most cases this would involve escalating the customer s problem to a higher authority level to be dealt with 10 Answer B The person who makes the original contact with the customer is the initial problem owner until that person has reached a point where the customer service plan indicates that the problem should be handed off to another level or section of the cus tomer service organization If the problem falls within the scope of the initial problem owner s responsibilities problem ownership should remain with that technician 11 Answer A Taking ownership of a customer s problem means that there is a program and or personal dedication in place to make sure that the customer gets his problem resolved in an efficient and direct way The support mechanism is constructed in such a way that there is no way to pass off a customer to some
100. data information in a pair of 64kbps channels Answer D An intranet is a private network built on the TCP IP protocol that belongs to a single organization It is in essence a private Internet Like the Internet intranets are designed to share information and services but they are accessible only to the organization s members with authorization In an intranet system a local server pro vides Internet applications such as HTTP email FTP and browsing for the network Objective 4 2 1 Answer B In Windows 2000 the Network and Dial Up Connections page provides several key functions associated with local and wide area networking It is used to install new network adapter cards and change their settings change network compo nent settings and install TCP IP Domain 4 0 305 Answer A To establish Internet Connection Sharing ICS you must log on to the computer using an account that has Administrator rights In Windows XP access the Network Connections by clicking on My Network Places and then selecting the View Network Connections option from the Network Tasks pane Next right click on the connection to be shared and select the Properties option from the drop down menu On the Advanced tab enable the Allow Other Network Users to Connect Through This Computer s Internet Connection setting You can also access the connection s proper ties by selecting the Change Settings of This Connection option in the Network Tasks pan
101. deleted you should make a backup before running the Uninstall utility so that the files can be replaced if needed Objective 3 3 1 Answer A One of the major Windows 2000 XP Recovery Console commands is the BOOTCFG command This command can be used to change the configuration of the BOOT file or to recover from boot problems The BOOTCFG file is available for use from the Recovery Console or directly from the command prompt 2 Answer The System File Checker utility SFC EXE is a Windows 2000 XP command line utility that checks the system s protected files for changed deleted or possibly corrupted files If it finds such files it attempts to extract the original correct versions of the files from Windows files in the system32 d1l1lcache folder You can use SFC to verify that the protected system files are the appropriate versions and to verify and replace files in the dl1lcache folder The latter ensures that files used to replace invalid operating system files are actually valid 196 10 Chapter 2 IT Technician Exam Answer B The Selective Startup option located on the General tab of the System Configuration Utility dialog box interactively loads device drivers and software options according to the check boxes enabled Start the troubleshooting process with only one box checked If the system starts up with that box checked add another box to the list and restart When the system fails to start move into th
102. desired profile from the Start menu after startup D Allow the Windows operating system to detect the notebook configuration when it is in the docking sta tion Then manually configure a hardware profile for when it is not connected to the docking station Select the desired profile from the Start menu after startup 2 Where in Windows XP can you optimize the virtual memory management Help and Support Center All Programs Accessories System Tools System Tools Control Panel Advanced tab 0 Control Panel System Advanced 3 Where in Windows XP can you find the Defragmenter utility for optimizing the hard drive Control Panel System Tools Administrative Tools Computer Management Console Control Panel Computer Management Tools 0 Administrator Management Console Quick Check Quick Answer 282 Detailed Answer 292 Quick Answer 282 Detailed Answer 292 Quick Answer 282 Detailed Answer 292 232 Chapter 3 Remote Support Technician Exam 4 When you try to run an XCOPY command from a Windows XP machine you receive an error message stating Bad Command or File Name What is the most likely reason for this mes sage to occur in a Windows XP system You do not have administrative privileges XCOPY does not run in Windows XP XCOPY is a hidden command so you must first change its attributes The operating system is not conf
103. for SCSI host adapters on all chains and ID 15 is a middle priority ID on chains with 16 IDs Answer A Having the wrong driver installed for a given video adapter card can cause limited color symptoms If you cannot adjust the Color Quality setting through the Settings tab of the Control Panel s Display icon use the Advanced button to continue to the adapter s properties You can access this page by clicking the Properties button on the Adapter tab Select the Driver tab to uninstall roll back or update the display adapter s driver If you uninstall the current driver you can simply restart Windows and allow it to detect the display adapter and attempt to install the correct driver The Windows XP Roll Back Driver feature returns the system to the driver that was being used before the current video display driver The Update Driver option asks you to select a driver to use from several options Answer C If the system consistently locks up after being on for a few minutes this is a good indication that the microprocessor s fan is not running or that some other heat buildup problem is occurring The key indicator here is that the failure is linked to time required to heat up and down 10 Domain 1 0 187 Answer If you suspect a video display hardware problem the first task is to check the display s On Off switch to see that it is in the on position Also check the monitor s power cord to see that it is plug
104. have listed this product in your favorite search engine you receive a message warning you that the site s SSL certificate has expired Which of the following actions should you take first Leave the site immediately because there is no security connection present at this time In Internet Explorer access the Internet Options page select the Contents tab and access Certificates Click the Clear the SSL State option Examine the certificate to determine whether it comes from a trustworthy authority and determine whether you trust it before doing business on this site D Reconfigure the Windows Date and Time Properties to show the correct date and time 4 What backup method requires the most time to perform Incremental Full Differential 0 Selective 5 After a system becomes infected with a virus what actions can be taken to remove viruses from an infected system Select all that apply Run an antivirus program to detect and remove the virus B Reinstall the operating system over the current OS structure to replace the infected file Partition the drive and reinstall the operating system 0 Install the antivirus software CD and run it Quick Check Quick Answer 80 Detailed Answer 111 Quick Answer 80 Detailed Answer 111 Quick Answer 80 Detailed Answer 111 Objective 6 0 Security 65 Objective 6 3 Identify tool
105. image to appear on the print drum B the toner to be transferred from the drum to the paper C the excess toner to be dislodged from the drum after printing the negative image to appear on the print drum 8 What are the two functions of the two corona wires in a laser printer O O O O They transfer toner from the drum to the paper They fuse the toner to the paper They condition the drum to be written on They clean the drum 9 What is the function of the fuser unit in a laser printer O O O O A It transfers the image from the drum to the paper B It melts toner to the paper D cleans the drum It transfers image to the drum Quick Check Quick Answer 78 Detailed Answer 100 Quick Answer 78 Detailed Answer 100 Quick Answer 78 Detailed Answer 100 Quick Answer 78 Detailed Answer 100 Quick Answer 78 Detailed Answer 100 Objective 4 0 Printers and Scanners 45 10 What is the order of operations of a laser printer Conditioning cleaning writing developing fusing transferring Cleaning conditioning writing developing transfer ring fusing Writing conditioning cleaning developing fusing transferring 0 Conditioning cleaning writing developing transfer ring fusing 11 Which component of a laser printer transfers toner to the paper The drum The transfer corona wire The fuser assem
106. in all three main sections of the printer These sections are the pickup area registration area and fusing area Domain 4 0 303 Domain 4 0 Objective 4 1 1 Answer A Windows XP Home and XP Media Center Edition are derivative operating systems designed for the home or small office home office market These versions include peer to peer local area networking function as an integral part of the system The Home edition does not provide for connecting the PC to a domain based network Answer C Most public FTP sites allow anonymous authentication for access to the site Anonymous authentication is an interaction that occurs between the local browser and the FTP host without involving the remote user that is no user name or password is required to gain access Answer B When a website URL address starts with https it uses the Transport Layer Security TLS protocol or the older Secure Sockets Layer SSL protocol for secure e commerce activities Answer A The members of the domain share a common directory database and are organized in levels Every domain is identified by a unique name and is administered as a single unit having common rules and procedures Answer If no DHCP server is found Windows computers default to a random IP address in the range of 169 254 X X and a subnet mask of 255 255 0 0 The Automatic Private IP Address APIPA feature is useful in smaller single segment networks because it effectively
107. include antistatic mats made out of rubber or other antistatic materials where technicians can stand while working on the equipment This is particularly helpful in carpeted work areas because carpeting can be a major source of ESD buildup Some antistatic mats have ground connections that should be connected to the safety ground of an AC power outlet Answer D Use a simple solution of water and fabric softener to clean the exterior of the monitor and remove static buildup from the display Then apply a clear water rinse to the monitor Water and electricity make a dangerous and possibly deadly mixture Therefore any liquid you use should not saturate the applicator or be applied directly to the monitor Make sure that the monitor s power cord is disconnected from any power source before washing it Answer D In the case of a complete shutdown or significant sag the best protection from losing programs and data is to use an uninterruptible power supply UPS These battery based systems monitor the incoming power and kick in when unacceptable variations occur in the power source Answer A The presence of water in the work area from other sources such as leaking pipes or ceilings should always be a cause for alarm and correction Water leaks in the work area are generally the responsibility of the building maintenance supervisor If the business does not have someone on staff who is responsible for building infrastructure you
108. installs Select all that apply A CD ROMs IrDA connections LAN connections 0 USB drives 8 Patch management is defined as O O A installing new operating system releases to keep systems up to date downloading antivirus definition updates to keep systems safe from virus attacks removing software patches that are installed automati cally when new applications are downloaded and installed on the system to recover wasted drive and memory capacity keeping the operating system up to date and secure Quick Answer 78 Detailed Answer 94 Quick Answer 78 Detailed Answer 94 Quick Answer 78 Detailed Answer 94 Quick Answer 78 Detailed Answer 94 Objective 3 0 Operating Systems 33 9 You have been asked to hook up an old dot matrix printer to a new Windows XP system What is the best place to check to determine whether the printer will work with the new system Check the Microsoft HCL on the Microsoft website Check the printer manufacturer s documentation Check the Microsoft HCL on the Windows XP distribu tion disc D Check the computer manufacturer s documentation 10 Windows XP Professional can support up to RAM 4GB 16GB 3268 0 64GB 11 Which of the following utilities lets you directly edit Registry entries in Windows XP Professional 0 RegEdit Device Manager Add New
109. is used to upload and download files to and from an FTP server Large files take considerably longer to send to and download from an FTP server than an email server 204 19 Chapter 2 IT Technician Exam Answer C The Secure Sockets Layer SSL protocol is used to authenticate organiza tions or e commerce servers on the Internet and to encrypt decrypt messages using a security process called public key encryption Most e commerce transactions are pro tected under SSL Objective 5 2 1 Answer A The user must learn to reconfigure her network connection to automatical ly obtain an IP address subnet mask gateway address and DNS address from the host network DHCP is used to manage these assignments automatically and is partic ularly convenient when traveling with portable PCs to automatically obtain DHCP infor mation from network hosts such as hotels and airport kiosks that provide high speed Internet connections for their customers Because the user is connected to a business network in the office she probably needs to be given administrative rights to change her network configuration Answer B A hardwired network printer is connected to the network through a built in ethernet LAN adapter and operates at UTP compatible speeds 10Mbps 100Mbps 1000Mbps 1Gbps Answers A B D When the TCP IP protocol is installed it can require several pieces of configuration information to fully implement it In a simple
110. item results in your being denied access to the network Password entries are typically case sensitive so forgetting to properly capitalize key characters or having the Caps Lock key engaged prevents the system from authenticating you and providing access On the other hand if the network server is down there is no component in the network to authenticate you and log you in Finally if you violate one of the network s established password policies you may be locked out and prevented from logging in for a predetermined amount of time 2 Answer A It is a good security move to convert any FAT or FAT32 partitions to NTFS so that the stronger NTFS and share permissions can be used to provide stronger con trol over access to data on the drive This also allows you to use the NTFS encrypting file system to protect files on the drive When a file is moved from an NTFS partition to a FAT partition the NTFS specific attributes are discarded 3 Answer C Transmissions from wireless network devices cannot be confined to the local environment of a residence or business Although the range is typically limited to a few hundred feet RF signals can easily be intercepted even outside the vicinity of the stated security perimeter Any unauthorized mobile terminal can accomplish this using an 802 11 receiver Any unauthorized WAP in a wireless network is referred to as a rogue access point These APs can be used for either malicious purposes or simply to g
111. local area network such as a peer to peer residential network only an IP address and a subnet mask setting are required However if you are connecting the residential local area to the Internet you are also required to provide a default gateway or router address as well as an address for a DNS server Answer A The presence of the activity light indicates that the NIC sees network traffic Answer a typical peer to peer network arrangement the users connected to the network can share access to different network resources such as hard drives and printers Answer In a client server network dependent workstations clients operate in con junction with a dedicated master computer server The network control tends to be very centralized The server typically holds the programs and data for its client com puters It also provides security and network policy enforcement Objective 5 3 1 Answer D By default PCs running TCP IP can communicate only with other comput ers that are on the same network If multiple networks are involved or you are con nected to the Internet you must configure the address of the router default gateway on each PC Therefore if you cannot access the Internet but you can access resources on the local area network the gateway address is most likely configured incorrectly 10 11 Domain 5 0 205 Answer You can use the PING command to test both the name and
112. of the system The temporary files that you can normally afford to remove from the system to gain need ed disk space include Windows Internet and multimedia temp files Answer D The DEFRAG utility realigns files on the drive that may have become frag mented by erase and write rewrite operations The defrag operation moves fragmented files into the pattern that provides the most efficient reading operation the drive requires time to process the sector of information it just read from the disk during this period sectors are passing under the R W heads therefore placing the next sec tion of the file in the sector that passes under the R W heads when it is ready again provides the best performance The Recycle Bin cannot be removed in any modern versions of Windows 10 Domain 1 0 189 Answer C You can take care of dust buildup inside the system with a soft brush You also can use a Static free vacuum or compressed air to remove dust from inside cases and keyboards Be sure to use a Static free vacuum because normal vacuums by their nature static generators The static free vacuum has special grounding to remove the static buildup it generates Answer D A damp cloth is the best general purpose cleaning tool for use with com puter equipment such as a monitor Answers A B D Sources of heat buildup around the computer and its peripherals include direct sunlight from an outside window locations of portable heater
113. on each IDE channel Answer C A reversed FDD signal cable causes the FDD activity light to stay on constantly Answers C D If the power supply s fan is not operational check the power supply unit In particular check for the presence of a voltage level selector switch and make sure it is properly set for the AC supply voltage where you are If this setting is incor rect the power supply cannot supply the correct voltage levels to the system s compo nents C Also check the fan s power supply connection to make sure that it has not been loosened or disconnected from the system board The fan must have power to be able to turn D Answer A During the setup procedure you normally create only the partition that will hold the operating system In Windows 2000 or Windows XP it is more efficient to create any additional partitions using the Disk Management utility after the installation has been completed You can use the Create a New Partition option if the hard disk has existing partitions but also has free unpartitioned space Windows Explorer does not show unpartitioned space on a drive Answer C With PATA drives make certain that the correct type of signal cable is being used Do not get the newer 80 conductor 40 pin version confused with the older and much slower 40 conductor 40 pin version Answer D Isopropyl alcohol is an excellent cleaning agent for electrical contacts in the PC however it can soften the PC s p
114. onboard video adapter Restart the system and use the Recovery Console to update the video driver Restart the system and access the CMOS Setup utility to disable the onboard video feature 7 What conditions could cause the Device Manager utility to display an exclamation point on a yellow background next to a PC Card adapter O O The PC Card device might be faulty The PC Card controller in the notebook might be faulty The operating system does not support the installed PC Card device The PC Card slots have been disabled in the CMOS Quick Check Quick Answer 281 Detailed Answer 288 Quick Answer 281 Detailed Answer 289 Quick Answer 281 Detailed Answer 289 222 Chapter 3 Remote Support Technician Exam 8 After you upgrade a video adapter card s driver in Windows the video display is scrambled What action should you take to revert to the old driver version Boot into Safe Mode with the command prompt only and remove the driver Boot into Safe Mode and run the Driver Rollback feature from the Device Manager Use the SFC utility to start up the system and roll back the driver D Use the Recovery Console to reboot the system then roll back the driver 9 When you turn on your computer the floppy drive fails to work Also you notice that the floppy drive operating light is on continu ously What is the prob
115. operating system that is completely updated and burn all the patches onto an update CD that can be transferred onto the original PC Download SP2 from Microsoft s website because all other patches are unnecessary D Use the Task Scheduler utility to look for patches and updates on a regular schedule 5 After you download and install a new web browser in your Quick Answer 180 Windows XP Professional system with Service Pack 2 installed Detailed Answer 198 the system does not access any network resources What should you do to correct this problem Configure the Windows Firewall setting to permit the application to access the network Stop and restart the operating system s networking services one at a time Simply reinstall SP2 0 Use the Add Remove Programs utility to remove the new service pack 6 One of your technicians has contacted you to get help deciding Quick Answer 180 how to have his customer perform network backups from his Detailed Answer 198 server The customer needs to back up more than 100 gigabytes every day The server is unusual because it offers USB ports that can be used to attach an array of different external storage devices Which of the following backup options should he recommend to his customer A ASCSI DLT tape drive B An external ZIP drive USB flash drive D An internal CD RW drive 0O Q Domain 3 0 Operating Systems 147
116. or g adapter card that has a radio transmitter receiver and antenna integrated into the card Each computer that has a wireless card installed can communicate with other wireless equipped computers or with the access point Answer B Instead of repeating received messages to all its other ports the switch can direct the information to its intended receiver if the address of the receiver is known Because the information is sent only to the port where it is intended the per formance of the entire network is improved greatly For this reason switches have largely replaced hubs as the most basic connectivity device in local area networks If the address is not known the switch broadcasts the information to all its ports in the same manner as a hub does Objective 5 0 107 3 Answer D After the router has been connected you must configure it for operation Routers typically employ a browser based wizard for this purpose To begin the con figuration process start one of the computers in the network and open its browser Next enter the router s IP address in the browser s navigation window The normal default value for most routers is the private network address 192 168 0 1 4 Answer A Many wireless configuration applications include a built in power meter program that shows the relative signal strength being received from the access point When you re positioning a computer that has a wireless network you should use
117. or FAT32 system The exceptions to this occur when smaller drives are being used The NTFS system is more complex than the FAT systems and there fore is not as efficient for smaller drives Answer B The DISKCOMP command is used to compare the contents of two disks It compares the data on the disks not only to see that they are alike but also to verify that the data is in the same place on both disks This command is normally used to verify the contents of backup disks and is typically performed after a DISKCOPY operation has been performed Answer A Pressing the Ctrl Esc key combination pops up the Start menu along with the taskbar in Windows 2000 Answer A The Windows utility for scheduling tasks is located under the Control Panel s Scheduled Tasks icon This utility is used to schedule operating system and application operations so that they start and run automatically This enables users and technicians to schedule routine tasks such as backups and defragmentation operations to occur without a user or technician being involved Also these tasks can be sched uled to run at the most convenient times such as the middle of the night when no one is using the machine Tasks can be scheduled to run daily weekly monthly or at pre scribed times and dates Answer A All Apple computers originally ran proprietary versions of the Apple oper ating system However newer Apple Macintosh computers run on a proprieta
118. or Large mode option is a generic cylinder head sector translation scheme that supports older drive geometries up to 1GB 38 39 Domain 1 0 369 Answers A B D A PATA drive can be configured as the master drive in a single drive or multidrive system A or the slave drive in the same multidrive system B It can also be set up for Cable Select CS operation where the system determines its con figuration setting D Answer RAID1 provides redundancy through a mirrored drive arrangement The second drive has an exact copy of the first drive If either drive fails the system con tinues to operate and the information can be copied back over to a replacement for the failed drive without interrupting the system s operation Objective 1 2 1 Answer B Errors that occur or are displayed before the single beep during the boot up process indicate that a hardware problem of some type exists Answer C Mixing IDE device types creates a situation in which the system cannot provide the different types of control information each device needs Therefore the drives and the IDE controller operate at the ATA performance level that the entire chan nel can use Answer D The Time Domain Reflectometer TDR is a sophisticated tester that can be used to pinpoint the distance to a break in a cable It sends signals along the cable and waits for them to be reflected The time between sending the signal and receiving it back i
119. provide different public IP addresses for each outbound device in the network These addresses can be manually or dynamical ly configured static or dynamic NAT Answer C For a Class C address such as 192 168 0 1 which is typically used in a residential network a subnet mask of 255 255 255 0 is employed This can also be expressed 192 168 0 1 24 indicating that the 24 most significant bits three octets are being used for the network portion of the address This reserves the first three octets and leaves the addresses from the lower octet 254 of them open for use in assigning IP addresses to hosts in the network Answers B C Portions of the TCP IP protocol suite operate at the Network and Transport layers of the OSI model as does the IPX SPX protocol associated with older Novell operating systems Ethernet operates at the Data Link layer as do the 802 11x wireless protocol versions Answer B MAC addresses are processed at the Data Link layer of the OSI model Answer A In the PC networking environment the Bluetooth specification allows several Bluetooth peripheral devices to communicate with a PC simultaneously In particular Bluetooth is used with disktop PCs notebooks Tablet PCs and PDAs to communicate with wireless input and output devices such as mouse devices keyboards and printers 10 11 12 13 14 15 16 17 18 Domain 5 0 203 Answer Link light operations are
120. reason for this A O 9 After handling a printed document from a laser printer you notice the letters smudge and the toner rubs off What is most likely the problem O A O The scanner s application software is configured incorrectly The scanner s signal cable is disconnected The scanner s TWAIN driver is corrupted 0 The 1 0 port the scanner is connected to has been configured incorrectly in the PC s CMOS Setup The primary corona wire is bad The fuser is bad The developing roller is bad The transfer corona is bad Quick Check Quick Answer 79 Detailed Answer 103 Quick Answer 79 Detailed Answer 103 Quick Answer 79 Detailed Answer 103 50 Chapter 1 Essentials Exam Objective 5 0 Networks Objective 5 1 Identify the fundamental principles of networks 1 ACAT5 UTP cable consists of St Four twisted wires inside Four pairs of twisted wires inside Two pairs of twisted wires inside D Four sets of four twisted wires inside 2 What is the maximum range for low power Bluetooth devices 1 meter 3 meters 10 meters D 100 meters 3 What frequency does the 802 11a standard uses to conduct wireless network connectivity 2 4MHz 900MHz 5 2GHz 0 54MHz 4 You are setting up home office network for your family business but you have no router or server to
121. s ccdsscsstscscctesesssstocsscvesdsvassesssseacecdteces ove 179 179 Objective 1 2 179 Objective 1 35 0 din ieee 179 Objective 2 179 Objective 2 179 Objective 2 35 ican niin ine 180 Objective 3 180 Objective 3 2 180 Objective EES E 180 ash itn denen diana ovina 180 Objective Floriri e ieioea 181 4 2 rr ree a EEPE 181 Objective RE 181 Objective 4 4 SENS 181 181 5 2 182 ODJE COUVE 182 182 Objective 182 6 2 Aeterna 182 Objective 3 182 Objective 6 183 183 X CompTIA A Practice Questions Exam Cram Essentials Exams 220 602 220 603 220 604 Objective iain 183 Objective 8 2 183 Answers and Explanations 184 Doman LO 184 Objective 186 Objective 1 2 nee annie 186 Objective 1 3 viii cain iets ennai einer 188 Doman 4 eer rer rere errr eee Tyrer eee Ty 190 Objective 2 190 Objective 2 2
122. s computers report it to the proper authority in your organization provided you are not authorized by your company s policies to handle this situation yourself 2 Answer If the customer is too angry to work through the details with you conclude the encounter by trying to do or offer something to lessen her frustration level and make certain to follow up as you ve indicated As soon as possible withdraw from the confrontation and let the situation cool off Inform your supervisor of the situation as quickly as possible so that you have inside support and so that a plan of relief can be implemented 314 Chapter 3 Remote Support Technician Exam 3 Answers A C Even if you know the other person s number you should respect his right to privacy and offer to intercede between the customer and other technician If you have the other technician s number call it and arrange the call between them and the customer If you don t have the number offer to have the technician call the customer when you see him next Answer B Consider the impact your work will have on the customer or user s work area In this example you need to consider the best location to perform this operation Should you work at the user s desk work at some convenient place within the facility or take the machine to your work area This decision may be dictated by time pressures does the PC need to be returned to service as quickly as possible o
123. scanner on one of your Windows XP Professional production computers case there is a problem with installing the new device you decide to establish a Restore Point that you can return to Where can you establish a Restore Point in Windows XP Professional Control Panel Administrative Tools System Restore Control Panel System System Restore Start All Programs Accessories System Tools System Restore Control Panel System Hardware Device Manager System Restore 4 Microsoft typically releases patches in the form of updates or in collections that include additional functionality or new device drivers that it refers to as O Service packs B OEM patches 0 Updates Releases Quick Check Quick Answer 78 Detailed Answer 99 Quick Answer 78 Detailed Answer 99 Objective 4 0 Printers and Scanners 43 Quick Check Objective 4 0 Printers and Objective 4 1 Identify the fundamental principles of using printers and scanners 1 What type of printer is used to print continuous feed multipart Quick Answer 78 forms Detailed Answer 100 Dot matrix printers Inkjet printers Laser printers Dye sublimation printers 2 You have been asked to install a printer a customer s office Quick Answer 78 When you arrive you find that a number of connectivity options Detailed Answer 100 are available with the printer i
124. the incoming power and kicks in when unac ceptable variations occur in the power source Answer A Unlike the hard disk drive and the mouse printers and keyboards are open to the atmosphere and should be vacuumed regularly Although dust buildup in the keyboard can cause problems with the operation of its key switches and can cause its electronic devices to fail due to overheating the printer is more susceptible to dust buildup due to its many openings and the presence of fans and moving electro mechanical parts Answer A Unlike other printer types the laser printer tends to have several high voltage high temperature and vision hazards inside it To get the laser printer into a position where you can observe its operation you may need to place yourself in potential contact with those areas Be aware that laser printers can be a source of electrocution eye damage from the laser and burns from the fuser assembly Answer A The presence of water in the work area from other sources such as leak ing pipes or ceilings should always be a cause for alarm and correction Water leaks in the work area are generally the responsibility of the building maintenance supervi sor If the business does not have someone on staff who is responsible for building infrastructure you should report the situation to whoever is responsible for the PCs and or network so that person can properly shut down the systems Answer C The laser ligh
125. the print window does not interrupt the print queue in Windows 2000 or Windows XP The print jobs in the queue are completed unless they are deleted from the list 3 Answer A Windows 2000 and Windows XP employ a print spooler processing architecture that controls the flow of information between the host computer and the printer print device under Microsoft s definition In a local printing operation the spooler consists of the logical blocks between the client computer and the print device These blocks process threads in the background and pass them to the printer when it is ready to receive data In essence the application prints to the Windows printer driver the driver controls the operation of the spooler and the driver prints to the printer from the spooler In a network printing operation the print spooler must run on both the local server and remote client systems The information passes from the remote client spooler to the print server s spooler which manages the local print ing for everyone sending print jobs to that printer 4 Answer A The IEEE has established specifications for bidirectional parallel printer cables IEEE 1284 These cables affect the operation of EPP and ECP parallel devices 5 Answer C The laser printer modulates a highly focused laser beam to produce CRT like raster scan images on a rotating drum that is coated with a photosensitive plastic This process is referred to as electrophotographic repro
126. the two together to investigate the problem Overly assertive conversations with coworkers can create adversarial conditions If you have a personality that tends to use this approach with people work on controlling and minimizing this trait 4 Answer A Mentally and maybe physically identify key points as the customer describes the nature of the problem Don t interrupt customer descriptions before you have all the details but do verify your understanding of what the customer is telling you by repeating his main points as he is describing them to you Even if you are sure that you know what is going on after the first sentence have patience to listen to the complete description Then fix the problem Objective 8 2 1 Answer B Avoid arguing with the customer When you do reply remain calm talk in a steady voice and avoid making inflammatory comments Also try to avoid taking a defensive stance as this signals a conflict point 2 Answer A When using a cell phone you should set it to silent or vibrate mode before entering a customer s site Unless an emergency or your supervisor is trying to reach you about the current job you should let your messaging service answer the call All personal calls should be made or received while offsite 3 Answer A The ability to communicate clearly is the other trait most looked for in service people Allow customers to talk through their problems but try to guide and control the discussio
127. then the Roll Back Driver button 18 19 20 21 22 23 24 25 Domain 2 0 297 Answer A Normally if a printer is not producing anything in a Windows environment even though print jobs have been sent to it you should check the print spooler to see whether any particular type of error has occurred To view documents waiting to be printed you would double click on the desired printer s icon While viewing the print spooler queue you should check to make certain that the printer has not been set to the Pause Printing setting However in this scenario the customer is trying to print to an inkjet printer but only a laser printer has been defined for use The local inkjet printer must be added and defined in the local computer s Printers and Faxes list using the Add Printer Wizard Answer A Windows 2000 includes two Registry editors RegEdit and RegEdt32 RegEdit is an older Registry editor that was used with previous Windows versions but retains some features not available in the newer RegEdit version Both utilities enable you to add edit and remove Registry entries and to perform other basic functions Under Windows XP the RegEdt32 option has been reduced simply to a small program that launches REGEDIT Answer D Windows XP keeps a copy of the system s DLL files in the SystemRoot System32 Dlicache folder When you run the SFC utility the system goes to this folder looking for the file to install
128. this tool to maximize the location of the computer Likewise if you are operating in a multiple access point environment you can use this tool to identify the best access point to use in a given location 5 Answer C This problem occurs because the Check for Newer Versions of Stored Pages setting in IE has been set to Never Using this setting Internet Explorer does not check for a newer version of a page it simply pulls it from the history cache until the page has been removed from the history 6 Answers A B Information you need to configure your system with includes a service set identifier SSID name and possibly encryption information none WEP WPA or WPA2 This information must match that of the host AP you are connecting to 7 Answer C The cable modem typically features two main connections one to the host computer s USB port or an ethernet network adapter and the other to the CATV coaxial cable outlet on the wall A CAT5 UTP cable RJ 45 connector normally provides the communication path between the cable modem and the router as well as between the router and the PC s network adapter The cable modem has an F Type connector that is used to attach the coaxial cable from the cable system to the cable modem 8 Answer A Although peer to peer networks enable users to share resources and have a limited amount of local control over resources they do not use dedicated server computers to provide services for the different c
129. to build the level of charge in the battery backup Keep the external AC power adapter plugged into the notebook whenever possible to increase the amount of charge in the battery You must fully discharge the battery and then recharge it over repeated cycles D Purchase another battery for the notebook 10 When you get to your job assignment you discover that the Quick Answer 281 system you are working on has a defective PS 2 mouse and that it Detailed Answer 287 does not support USB devices You have only USB mouse devices with you What should you do under these circumstances Install an adapter card mounted USB port Return to the shop to get a PS 2 compatible version Install a USB wireless converter that allows the USB mouse to communicate wirelessly with the host PC Install a USB to PS 2 converter for the new mouse 11 What is the first step in troubleshooting any problem Quick Answer 281 Identify the problem Detaled Answer 87 B Analyze the problem Inspect components D Establish a plan of action Domain 1 0 Personal Computer Components 219 12 Your machine does not run you look inside and see that it uses RIMM for memory You also notice that there is one vacant slot on the board What do you need to do to get the machine to run with this type of memory installed Install a blank RIMM module in the empty slot Remove the
130. to prompt you to select a profile during the Windows startup process Answer D You can increase the performance of Windows XP by manipulating the size and placement of their virtual memory swap file Pagefile sys You can manipu late page files in Windows XP under the Advanced tab in the Control Panel s System applet Click on the Settings button in the Performance field and then click on the Advanced tab Answer B The Windows XP Defragmenter utility is available through the Administrative Tools Computer Management Console It is also available through the All Programs Accessories System Tools path Answer A In the Windows 2000 XP environment users may not have permissions that enable them to access different files and folders or perform different activities This is the result of an administrative decision and can be overcome only by an admin istrator establishing permission levels that permit access XCOPY is actually an old external DOS command and retains the error messages associated with the opera tion of those commands The Bad Command or Missing File Name error indicates that a syntax error has occurred either the name has been entered incorrect ly the path to the location of the file is incorrect or the file is missing or corrupted The location for external commands such as XCOPY in Windows XP is Windows System32 If the file is moved the system would not be able to find it However this is not li
131. to the original manufacturer for credit Geta USB cable for the scanner that will work with the PC system 4 What is it called when you adjust the color settings of a monitor printer and scanner to a standard Color management Registration Calibration Cross referencing Quick Check Quick Answer 283 Detailed Answer 299 Quick Answer 283 Detailed Answer 299 Quick Answer 283 Detailed Answer 299 Quick Answer 283 Detailed Answer 300 Domain 3 0 Printers and Scanners 249 5 After installing a new web camera on your PC you decide to remove it Now when you try to scan pictures using one of your graphic design applications the scanner s light comes on but you only get an error message What is the most likely cause of this problem The scanner s light positioning mechanism is locked The application has not been configured correctly for the scanner model being used The scanner has not been configured correctly for the application trying to use it 0 The scanner s TWAIN drivers are corrupted 6 Which interface is widely used to connect a variety of wireless devices to wireless printers Bluetooth IrDA 802 11 D USB 7 What is the last step in installing a new laser printer at a customer s office Runa test page from the printer Reboot the computer Runa test pa
132. type of error has occurred To view documents waiting to be printed you would double click on the desired printer s icon While viewing the print spooler queue you should check to make certain that the printer has not been set to the Pause Printing setting However in this scenario the customer is trying to print to an inkjet printer but only a laser printer has been defined for use The local inkjet printer must be added and defined in the local computer s Printers and Faxes list using the Add Printer Wizard Answer C Because this is a new installation before you leave the office you should verify that the printer installation runs correctly from the host computer through the printer In the case of a network ready printer you should verify that the customer can print from different locations in the network Answer In a multifunction device scanning faxing and copying operations all begin with the scanner function Dust fingerprints and smudges accumulate on the glass that the scanning light passes through before being reflected off the page hold ing the image The dust and smudges affect the passage of the light through the glass on its way to being reflected and detected by the detector When smudges appear on the documents from a scanner or multifunction device the first step to correct this condition is always to clean the glass 380 10 11 12 13 14 15 16 17 Chapter 4 Depot Technician Exa
133. used to safely remove hot swappable devices in Windows XP O O O O 2 A salesperson from your company has contacted you asking how she can configure her new notebook PC to go into Hibernate mode to conserve her battery life on long trips How can she get to the Hibernate configuration page from the Windows XP desk top O O O O 3 Which power saving mode provides the best power savings and A The Safely Remove Hardware utility The MSCONFIG utility C The Add New Hardware Wizard D The Device Manager A Start All Programs System Tools Power Options Hibernate Start Control Panel Power Options Hibernate Tab Enable Hibernation Start Control Panel Power Options Advanced Tab Enable Hibernate Support D Start Settings Power Options Hibernate Enable still permits the computing session to be activated later O O O O A Hibernate mode B Suspend mode Standby mode D Shutdown mode Quick Check Quick Answer 79 Detailed Answer 89 Quick Answer 77 Detailed Answer 89 Quick Answer 77 Detailed Answer 89 Quick Answer 77 Detailed Answer 89 22 Chapter 1 Essentials Exam 4 Which type of interface would you normally expect to encounter when installing an external CD ROM DVD drive Select all that apply USB IDE Bluetooth 0 SCSI 5 Before you remove device from PCMCIA slot in a working computer you should
134. utilize its resources in a command line interface environment The client computer doesn t have to be running the same operating system as the remote server This is a good solution for situations in which the PC environment is radically different from that of the other computer such as a Linux or Novell system or a mainframe computer 304 10 11 12 13 14 15 16 Chapter 3 Remote Support Technician Exam Answer D When a DNS client submits a name resolution request to a DNS server the server searches through its DNS database and if necessary through the hierarchical DNS system until it locates the host name or FQDN that was submitted to it At this point it resolves the requested host name to the corresponding IP address and returns it back to the client Answer B The Lightweight Directory Access Protocol LDAP is a standardized protocol employed by many vendors including Microsoft to access directory databas es such as Windows Active Directory Answer B The Hypertext Transfer Protocol Secure HTTPS is used to access linked documents on the World Wide Web that are located on a secure server A secure server typically requires that a password be entered before access is granted In some applications https means that documents are encrypted using the Transport Layer Security TLS protocol or the older Secure Sockets Layer SSL protocol before sending them to a user who connects to the secure si
135. when it discovers that the Current version is incorrect Using the purgecache switch purges the dllcache folder and immediately scans all protected system files This causes the system to request the distribution CD for a clean copy of the required files Answer C Remote Assistance invitations can be sent directly to the helper using a Windows Messenger account or as an email attachment using Outlook You can also create the invitation as a file and save it to a folder that the helper has access to or send it as an email attachment The email attachment or saved file is given an msrincident extension Answer D The PAGEF ILE SYS file is automatically regenerated when Windows starts up Answer B This is one of the two methods of associating user accounts that have common needs Create the group make all users a member of the group and then assign the group access permissions to the resource in this case the application s setup files The other method involves assigning each user individual permissions to the resource The latter approach would make it difficult and time consuming to trou bleshoot effective access rights due to repeating the long list of user accounts for the shared resource Answer C The Windows XP System Restore utility enables administrators to roll back the Windows XP Professional operating system to a previous operational state and configuration without affecting any user s personal data This feature exte
136. your operating system for the location where you will be working Change the voltage selector switch position on the 6 You are installing a PATA CD ROM drive into a PC system that already has a single PATA HDD installed How should the new drive be configured Primary master Primary slave Secondary master D Secondary slave 7 Your manager has asked you to research RAID technology to recommend a solution for providing data security through redundancy Which RAID types provide fault tolerance through redundant drives that allow the array to continue operating if one drive fails RAIDO RAID1 RAID3 D RAIDS 8 Which of the following PC components offer the fastest data access DRAM devices SATA hard disk drives USB flash drives Floppy disk drives gt Quick Check Quick Answer 179 Detailed Answer 184 Quick Answer 179 Detailed Answer 184 Quick Answer 179 Detailed Answer 184 Quick Answer 179 Detailed Answer 184 120 Chapter 2 IT Technician Exam 9 How many PATA devices can be installed in a typical ATX or BTX system D 10 What is the data transfer speed of a USB 2 0 interface 0 11 What is the minimum number of disks required for a RAID5 system 0 12 You have been asked to install a SATA hard drive
137. 0 Networks What type of device is commonly used to make checks on a LAN cable O A O O D OTDR Multimeter Voltmeter Cable tester What protocol is required for Internet access 0 NetBEUI FTP TCP IP HTTP What protocol is typically used to transfer large files over a remote network connection O A O B O O D NNTP DTP HTTP FTP Which protocol type is used specifically for authenticating users in a credit card based e commerce setting O A O B O O D HTTP SSSP SSL SMTP 159 Quick Check Quick Answer 181 Detailed Answer 203 Quick Answer 181 Detailed Answer 203 Quick Answer 181 Detailed Answer 203 Quick Answer 181 Detailed Answer 204 160 Chapter 2 IT Technician Exam Quick Check Objective 5 2 Install configure optimize and upgrade networks 1 A traveling user who works for a customer that employs static IP Quick Answer 182 addresses at the office has called to complain that she cannot Detailed Answer 204 connect to the Internet while on the road She typically stays in motels that offer free Internet connections in the room but she cannot take advantage of the service What should you tell her to do Tell her that she must configure her network connection to automatically obtain an IP address when traveling and then change it back to the static addres
138. 0 conductor ribbon cable with 40 pin socket connectors 0 80 conductor ribbon cable with 40 pin socket connectors Domain 1 0 Personal Computer Components 217 5 Your national sales director spends a considerable amount of time on airplanes each month It is time to upgrade his notebook PC You have settled on the fact that he needs one of the low power consumption chipsets and processors and now you are evaluat ing which battery types might be available to provide power over the duration of longer flights Which battery type offers the longest battery life in a portable PC Li ion Lead acid 0 Alkaline 6 You are working with small advertising firm whose art develop ment person will be traveling a lot over the next six months in conjunction with a big project she is working on The art develop er needs a notebook PC to travel with but the display has to be very good for her to prepare the types of artwork required for the project What should you recommend as the best display type for this notebook PC Dual scan technology Active matrix TFT technology Passive matrix technology D CSTN DSTN technology 7 What are your options for installing drivers not directly supported by the Windows XP operating system Select two correct answers Obtain an OEM installation disk or CD for the device that has the Windows drivers Devices not directly s
139. 1 220 402 by Charles J Brooks ISBN 0 7897 3565 2 Essentials Exam Quick Check Practice Questions Domain 1 0 Personal Computer Components Objective 1 1 Identify the fundamental principles of using personal computers 1 During the startup of the system the PnP process collects infor Quick Answer 76 mation about all the intelligent devices in the system Where is Detailed Answer 82 this information stored Inthe Extended System Configuration Data ESCD area of the CMOS RAM Inthe Flash portion of the system BIOS Inthe Flash portion of the BIOS extension BIOSE Inthe Registry of the operating system 2 What factors must be taken into account when ordering a new Quick Answer 76 power supply for a desktop Detailed Answer 82 A Form factor and wattage B Total BTUs and amperage C Voltage and form factor D Noise and total BTUs OOo OD 6 Chapter 1 Essentials Exam What is the purpose of parity To detect operating system problems To remove bad sectors To delete corrupt files 0 To detect memory errors What does ECC RAM do that other RAM types do not A ECC RAM stores system configuration settings O 0O O Q B C ECC RAM stores cached data on the module D RAM runs at twice the bus speed of other types When you are discussing the memory capacity of a memory mo
140. 1 the following should you do Detailed Answer 116 Answer the phone and take a message for the person Don t touch the phone let the message system get the Call Answer the call and ask the caller to wait so that you can find the user Answer the call and tell the caller to call back later 76 Chapter 1 Essentials Exam Quick Check Answer Key Objective 1 1 1 gt gt gt gt Objective 1 2 1 A B C 2 D 3 C D 4 Objective 1 3 1 gt o o gt 2 3 4 Objective 1 4 1 A C 2 B 11 12 13 14 15 16 17 18 19 20 N gt ooo gt gt gt gt gt 21 22 23 24 25 26 27 28 gt O gt O a gt Quick Check Answer Key 77 Quick Check Answer Key Objective 2 1 1 3 D 5 C 2 4 Objective 2 2 1 3 5 0 2 4 6 Objective 2 3 1 3 5 2 0 4 D Objective 2 4 1 3 D 2 4 Objective 3 1 1 10 11 12 gt gt O gt gt gt gt wo wo 78 Chapter 1 Essentials Exam Quick Check Answer Key Objective 3 2 1 7 2 8 3 9 4 D 10 5 11 6 12 Objective 3 3 1 10 2 11 3 12 4 D 13 5 14 6
141. 282 Objective 2 282 Objective 31 282 35 2 283 Objective I Ioann 283 Objective 1 e EEEE 283 Objective F2 pipinsan rsr 283 Objectye 4 3 284 Objective 5 na a E RA 284 Objective 5 2 284 Objective 5 3 iii 284 1 284 Objective 6 1 285 Objective 6 2 285 Answers and 286 286 Objective 286 288 Objective E 289 xiii Contents Urena 290 Objective 290 Objective 2 292 Objective 2 295 Objective 298 Dorain 3 0 299 Objective 3 299 3 2 299 OD jective 301 0 303 Objective4 1 acai iii 303 Objective 4 2 304 Objective 4 306 Domain 5 0 309 5 309 Objective 309 ODJECHVE 311 Objective 311 Domain 6 0
142. 85 Quick Answer 76 Detailed Answer 85 Domain 1 0 Personal Computer Components 13 Quick Check 4 You are installing a printer for a customer at her office The printer Quick Answer 76 is new and features USB connectivity The host system is an old Detailed Answer 85 Pentium II system with two USB ports on the back panel After you connect the printer and turn it on the system recognizes it but the printer doesn t work What is the most likely cause for this situation The USB cable is USB 2 0 version that is not compatible with the computer port The USB cable is a USB 1 1 version that is not compatible with the new printer port The new printer is a USB 2 0 device but the host computer has a USB 1 1 port 0 The USB drivers need to be updated to USB 2 0 drivers 5 Which of the following types of cable specifications can be used Quick Answer 76 to connect hard drives to a typical BTX system board Select all Detailed Answer 85 that apply EIDE PATA cables SATA cables SCSI cables D IEEE 1284 cables 6 You ve installed one PATA hard drive and it is working fine You Quick Answer 76 install a second PATA drive and neither drive works when you Detailed Answer 85 start the system What is the most likely cause for this problem The drives are connected in the wrong order on the PATA signal cable B The second drive is on the se
143. Answer 196 Quick Answer 180 Detailed Answer 196 Quick Answer 180 Detailed Answer 196 Quick Answer 180 Detailed Answer 196 Domain 3 0 Operating Systems 143 7 Acustomer s PC does not boot up to the Windows 2000 Professional desktop When you try to start the system using the Windows 2000 ERD the system does not recognize the disk Which of the following actions should you take next 10 O O A Reset the system and hold down the F8 key when requested to boot the system into Safe Mode Insert the Windows 2000 distribution CD in the drive and reboot the system to the CD Reboot the system enter the CMOS Setup utility and change the Boot Seek Sequence to check the floppy disk drive Reboot the system and use the ASR utility to recover the system Where can you find the exact wording of error codes and messages created by the Windows system when significant occurrences in the system or its programs need to be reported to the user O O O A The manufacturer s website In the System Information utility D Inthe Microsoft Management Console In the Windows Event Viewer What condition is indicated by the Invalid Media Type error messages The is missing or corrupt The drive is not formatted Operating system files are missing or corrupt D The HDD cable is not attached Booting to Windows results in a distorted
144. BSTAT t command from the command prompt Run the ARP 127 0 0 1 command from the com mand prompt 5 Which Windows XP TCP IP utility would you use to identify all the connections between source and destination computers Quick Check ARP PING 0 TRACERT 6 The computer you are working on is able to contact other systems in the local network using TCP IP However it is unable to contact other systems outside the local network What is the most likely cause of this problem There is an IP addressing conflict The DNS service is not configured properly O D What two well known TCP ports are associated with FTP functions A 20 B 21 25 0 80 O OOO The default gateway is not configured properly The DHCP service is not configured properly Quick Answer 284 Detailed Answer 306 Quick Answer 284 Detailed Answer 306 Quick Answer 284 Detailed Answer 306 Quick Answer 284 Detailed Answer 307 Domain 4 0 Networks 263 8 You have multiple WAPs and you think you are losing bandwidth because outside users are sharing your wireless connection 10 11 What can you do to ensure that no one else is using your wireless network connection Select all that apply O A 0 Turn off SSID broadcasts Move the WAPs away from the outside walls of the residence Set up WEP with a strong encrypti
145. C You can restart any stopped application or file with an EXE extension by entering its filename at the command prompt For example you can attempt to restart a stalled print spooler by entering spoolsv exe at the command prompt and pressing Enter Answer D The Character Map utility enables you to move and insert special charac ters such as symbols and mathematical characters into documents as well as use display or print foreign characters from another language Answer A In most situations the NTFS system offers better performance and fea tures than a FAT16 or FAT32 system The exceptions to this occur when smaller drives are being used the NTFS system is more complex than the FAT systems and there fore is not as efficient for smaller drives and when other non NTFS aware file sys tems are being used on the same system and require access to the partition being established Answer A The Reconnect at Logon option must be selected in the Map Network Drive page for the drive mapping to become a permanent part of the system If the option is not selected when the user logs off the mapped drive information disappears and needs to be remapped for any further use If a red X appears on the icon of a properly mapped drive this indicates that the drive is no longer available Its host computer may be turned off the drive may have been removed or it may no longer be on the same path If the drive was mapped to a particula
146. Convert the drive to NTFS and establish encryption on the files 3 Which of the following represents the best option for protecting Quick Answer 362 the operating system from the effects of malicious software Detailed Answer 382 Enable the Windows Firewall feature on the machine Establish a unique SSID on each machine Enable a WEP key for each machine D Configure MS CHAP authentication on each machine 4 Which of the following security devices are typically not used with Quick Answer 362 a direct connection to one of the PC s standard 1 0 ports Detailed Answer 382 A Voice recognition devices Fingerprint scanners WO Q B Retinal scanners D Smart card readers 354 Chapter 4 Depot Technician Exam 5 Which of the following are advantages of smart cards over disk based security options 0 No moving parts Security Acceptance Capacity 6 Which of the following represent the most secure password type 0 Smith smith01 Smith tims Objective 4 2 Install Hardware Security 1 Which of the following is a biometric authentication device 0 smart card An intelligent key A fingerprint scanner A password 2 What is the advantage of using smart cards to control access to the information in a PC Multiple user
147. Depot Technician Exam Quick Check Objective 2 3 Identify tools diagnostic procedures and troubleshooting techniques for laptops and portable devices 1 If you purchase a spare battery for a new notebook computer how Quick Answer 361 should you store the second battery if you don t anticipate need Detailed Answer 374 ing it for several months O A 0 Store it fully charged in refrigerator Fully charge it and store it at room temperature Fully discharge it and store it at room temperature Fully discharge it and then store it in the refrigerator Which of the following are functions of the Fn key on a notebook Quick Answer 361 PC Select all that apply Detailed Answer 374 To access hidden functions on the hard drive To access additional functions from the keyboard To access additional display devices attached to the system 0 To access additional Windows features from the keyboard Your national sales director spends a considerable amount of Quick Answer 361 time on airplanes each month It is time to upgrade his notebook Detailed Answer 375 PC You have settled on the fact that he needs one of the low power consumption chipsets and processors and now you are evaluating which battery types might be available to provide power over the duration of longer flights Which battery type offers the longest battery life in portable PC
148. Domain 8 0 Professionalism and Communication 177 6 A coworker calls you on your cell phone with a complicated question while you are working in the customer s home How do you handle it Tell your coworker to call later and keep working the problem B Leave the residence and take the call C Ask the customer s permission to take the call 0 Determine the urgency of the call and decide whether it is important enough to require immediate response 7 While repairing a customer s computer you discover that it is infected with a virus and several types of malware The customer has no virus protection so what should you do to get the cus tomer back in operation Download freeware versions of an antivirus program and install it Run the program and then remove the malware Install your antivirus software and clean the machine Then remove the malware items from the computer Tell the customer to purchase virus software from a vendor so that you can install it and remove their viruses Reformat the disk drive and reinstall the customer s applications 8 A customer is irate about a problem with his PC and tells you this is not the first time this problem has occurred How do you handle this customer Tell the customer to leave until he can speak rationally to you Ask the customer to explain the problem more detail and assure him you ll get to the
149. EXAM CRAM CompTIA Practice Questions Essentials Exams 220 602 220 603 220 604 Second Edition Charles J Brooks CompTIA A Practice Questions Exam Cram Essentials Exams 220 602 220 603 220 604 Second Edition Copyright 2008 by Pearson Education Inc All rights reserved No part of this book shall be reproduced stored in a retrieval system or trans mitted by any means electronic mechanical photocopying recording or otherwise without written permission from the publisher No patent liability is assumed with respect to the use of the informa tion contained herein Although every precaution has been taken in the preparation of this book the publisher and author assume no responsibility for errors or omissions Nor is any liability assumed for damages resulting from the use of the information contained herein ISBN 13 978 0 7897 3566 9 ISBN 10 0 7897 3566 0 Library of Congress Cataloging in Publication Data Brooks Charles J CompTIA A practice questions exam cram exams 220 602 220 603 220 604 essentials Charles J Brooks ISBN 13 978 0 7897 3566 9 pbk w cd ISBN 10 0 7897 3566 0 pbk w cd 1 Electronic data processing personnel Certification 2 Computer technicians Certification Study guides 3 Microcomputers Maintenance and repair Examinations Study guides Title QA76 3 B7765 2008 004 165 22 2007045222 Printed the United States of America
150. First Printing December 2007 Trademarks All terms mentioned in this book that are known to be trademarks or service marks have been appropriately capitalized Que Publishing cannot attest to the accuracy of this information Use of a term in this book should not be regarded as affecting the validity of any trademark or service mark Windows is a registered trademark of Microsoft Corporation Warning and Disclaimer Every effort has been made to make this book as complete and as accurate as possible but no war ranty or fitness is implied The information provided is on an as is basis The author and the pub lisher shall have neither liability nor responsibility to any person or entity with respect to any loss or damages arising from the information contained in this book or from the use of the CD or programs accompanying it Bulk Sales Que Publishing offers excellent discounts on this book when ordered in quantity for bulk purchases or special sales For more information please contact U S Corporate and Government Sales 1 800 382 3419 corpsales pearsontechgroup com For sales outside of the U S please contact International Sales 1 317 581 3793 international pearsontechgroup com Safari This Book Is Safari Enabled BOOKS ONLINE Publisher Paul Boger Associate Publisher David Dusthimer Senior Development Editor Christopher Cleveland Managing Editor Patrick Kanouse Technical Editor Toby Skandier Project Ed
151. Media Center Edition MCE Next you install a wireless mouse so that you can get far enough away from the large screen to be comfortable However after you install the new mouse driver it stops working What do you need to do to get the Windows XP MCE system back to an operational level O Try the mouse receiver in the other USB port connection Run the Device Manager s Driver Rollback operation to load the previous driver Start the system in Safe Mode and remove the mouse d11 driver file Then restart the system so that it can detect and install the new driver You are out of range Move the mouse closer to the screen and PC Quick Check Quick Answer 282 Detailed Answer 296 Quick Answer 282 Detailed Answer 296 Quick Answer 282 Detailed Answer 296 242 18 19 20 21 Chapter 3 Remote Support Technician Exam Quick Check A user reports that she can t print to her local inkjet printer no Quick Answer 282 paper comes out and nothing is printed When you examine the Detailed Answer 297 Printers and Faxes page of the Windows XP system you see that only an HP Laser 1100 printer is showing on the page What is the most likely cause of this problem The printer is not installed in the system B The print spooler has been disabled on the system The wrong printer driver has been installed in the system 0 The default pr
152. N 802 110 0 consists of a device known as an access point and any number of wireless network capable devices The wireless access point acts as a bridging device that connects the wireless network computers with the wired network The access point uses antennas and a radio receiver transmitter to communi cate with the other devices through radio frequency signals Answer A Local area networks LANs have become the backbone of small and medium size businesses because they enable people to share and control business resources and information in a highly efficient manner LANs also play a major role in large businesses tying users together with each other and with other networks within the organization Answer The 802 119 devices are fully compatible with 802 116 devices The 802 119 specification delivers data transfer rates up to 54Mbps in the 2 4GHz band while the 802 11b uses the same 2 4GHz band to provide data transfer rates between 4 3 and 11Mbps The presence of an 802 116 device in an 802 119 network causes the entire network to slow down considerably The practical distance for 802 119 signals is the same as that of the 802 11b specification Answer D Instead of sending web page requests to a web server on the Internet the uplink service routes the request to the satellite system s network operation center The network operation center then requests the desired page from the real web server and returns it to the
153. P operating systems detect the presence of the USB or FireWire device and start their Found New Hardware Wizard program to guide you through the installation process Answer A A single IEEE 1394 connection can be used to connect up to 63 devices to a single port with the maximum segment length of 4 5 meters 15 feet 86 10 Chapter 1 Essentials Exam Answer C When upgrading an AGP card or system board containing an AGP slot you should always consult the system board and AGP adapter card s documentation to verify their compatibility with each other Objective 1 3 1 Answer A The first step in troubleshooting USB problems is to check the CMOS Setup screens to make sure that the USB function is enabled there If the USB function is enabled in BIOS check in the Windows Control Panel System Device Manager to make certain that the USB controller appears there Answer D Listen to the system Listen for the sounds of the power supply and processor fans the hard drive spindle motor turning and the sounds coming from the system speaker If the fan has completely stopped working you should shut down the unit down and check for heat damage Answer D Anytime you see smoke coming from a PC or one of its peripherals you should remove power from it as quickly as possible This should be done first to avoid additional damage to the unit or to yourself Having smoking components is one of those obvious and dangerous
154. PC maintenance programs O O O O A B Isopropyl alcohol corrodes metal components Isopropyl alcohol evaporates and leaves a residue that can prevent contact between electrical components C Isopropyl alcohol is extremely flammable D Isopropyl alcohol can damage the plastic portions of the PC Quick Check Quick Answer 360 Detailed Answer 370 Quick Answer 360 Detailed Answer 370 Quick Answer 360 Detailed Answer 370 18 After you install a new processor in a desktop PC you notice that Domain 1 0 Personal Computer Components 329 the system stops after running awhile What is most likely the cause of this problem You installed the wrong processor type You failed to configure the CMOS Setup for the new processor values You failed to install the processor fan assembly properly You failed to flash the BIOS to logically upgrade the system for the new processor 19 What is the easiest way to test a video display monitor Plug the monitor into another working PC Replace its video adapter and allow the PnP process to detect the monitor Restart the system in Safe Mode to load the minimal VGA driver for the monitor Replace the monitor with a known working model 20 A customer has tried to upgrade her system from Windows 2000 Professional to Windows XP Home Different 1 0 error messages appear
155. Practice Questions Exam Cram Essentials Exams 220 602 220 603 220 604 About the Author Charles J Brooks A Network I Net Server HTI MCP is currently co owner and vice president of Educational Technologies Group Inc as well as co owner of LLP an online training company He is in charge of research and product development at both organizations A former electronics instructor and technical writer with the National Education Corporation Charles taught and wrote on post secondary EET curriculum including introductory electronics transistor theory linear integrated circuits basic digital theory industrial electronics microprocessors and computer peripher als Charles has authored several books including the first five editions of A Certification Training Guide The Complete Introductory Computer Course and IBM PC Peripheral Troubleshooting amp Repair He currently also writes about network ing residential technology integration and convergence xvii Acknowledgements About the Reviewer Toby Skandier is a self employed consultant with Talskan Technologies LLC Formerly he worked for 12 years as a technical training developer and instruc tor for Embarq and Sprint Toby has authored and performed technical editing on several books by Pearson and other publishers He holds CCSI CCNP CCDP MCSE MCP I Network i Net Server and all three A certifications Dedication Thanks to m
156. Ps use the dynamic IP addressing function of DHCP to provide access to their dial up users The protocol automatically delivers IP addresses subnet mask and default router configuration parameters and other configuration information to the devices on the network The dynamic addressing portion of the protocol also means that computers can be added to a network without manually assigning them unique IP addresses In fact devices can be issued a different IP address each time they connect to the network In some networks a device s IP address can even change while it is still connected Answer If a filter is put on the DSL connection the Internet connection might not work correctly Answer D DSL modems require an external power source to function Answer C The Dynamic Host Configuration Protocol DHCP is an Internet protocol that can be used to automatically assign IP addresses to devices on a network using TCP IP Using DHCP simplifies network administration because software rather than an administrator assigns and keeps track of IP addresses Answer D The most efficient way to test network cable is to use a cable tester to check its functionality Answer C TCP IP is the most widely used network protocol today due mainly to the Internet No matter what type of computer platform or software is being used the information must move across the Internet in the form of TCP IP packets Answer D The File Transfer Protocol FTP
157. S RAM On some system boards this can be accomplished by shorting a special pair of jumpers on the board With other systems you need to remove or quickly short across the backup battery to reset the CMOS information Be careful not to place the short across the battery for more than a second or so doing so could cause the battery to explode It also is nec essary to unplug the power from the commercial outlet to reduce the voltage to the CMOS registers When the content of the CMOS is reset you must manually restore any nondefault CMOS settings being used by the system Answer B Each time the system is turned on or reset the BIOS startup routine checks the system s configuration settings to determine what types of optional hard ware devices have been included in the system PCs feature a battery powered RAM area that holds some of the system s advanced configuration information This config uration storage area is known as CMOS RAM Answer C At this point in the installation scenario the power cord can be reconnect ed to the outlet it should have been unplugged to install any internal adapter card and the system can be turned on Next the operating system should detect the new sound card and either install the correct drivers or prompt the user for action to install the appropriate drivers for the car Answer This command line utility enables you to determine the current TCP IP configuration MAC address IP address and su
158. What is this type of WAP called A A hidden WAP B A secret WAP C A rogue WAP D A guerilla WAP O O O O Quick Check Quick Answer 284 Detailed Answer 311 Quick Answer 284 Detailed Answer 311 Quick Answer 284 Detailed Answer 311 Domain 5 0 Security 273 Objective 5 4 Perform preventative maintenance for security 1 A person in your building comes up and introduces herself as a new employee and then starts asking questions about the compa ny s network configuration This person may be social engineer B acorporate security agent 0 naturally inquisitive a Spammer 2 You purchase a used gaming computer through an online auction service When you receive the computer and set it up the operat ing system doesn t load You see a black screen with an ENTER Password message What action should you take Go into the CMOS Setup utility and disable the User Password setting so that you can access the system Restart the system in Safe Mode and use the MSCONFIG utility to systematically investigate the system s startup process Then remove the programs and services preventing you from getting to a desktop display Boot to a floppy boot disk and run FDISK on the computer to repartition it Restart the system move into the CMOS Setup and reconfigure the password setting 3 You receive an email from your Internet service provide
159. Which of the following protocols work at the network and transport levels of the OSI model Select all that apply Ethernet IPX SPX TCP IP 802 11 At what OSI level do MAC addresses work O A 0 Physical layer Data Link layer Network level Transport level What networking protocol should you use to set up direct connections between a Tablet PC and a properly equipped printer Bluetooth 802 3 802 116 0 IrDA What OSI layer does a lack of link lights signal as a problem A Network Session O O O B C Physical D Presentation Quick Check Quick Answer 181 Detailed Answer 202 Quick Answer 181 Detailed Answer 202 Quick Answer 181 Detailed Answer 202 Quick Answer 181 Detailed Answer 202 Quick Answer 181 Detailed Answer 203 10 11 12 Domain 5 0 Networks 157 How many bits make up an IPv4 address 32 64 128 0 256 Which TCP IP utility can be used to control a remote Linux PC from a local Windows 2000 Professional PC FTP Telnet SNMP 0 Remote Access One of your customers has installed a Windows XP MCE machine in his family room and connected it to use his large screen LCD television as the video output He has no problem viewing the screen from across the room but his hardwired keyboard and mouse do not have long enough
160. a computer at home and you need to create the four disk set of boot disks in case you have any problems What is the correct method of Creating these disks Format the disks using Windows 2000 and then over the NTLDR NTDETECT and BOOT INT files Download the disk images from the Microsoft Support website and run them on the computer Run the Makeboot utility from the distribution CD to create the disks Insert the Windows distribution CD and type WINNT at the command prompt Quick Check Quick Answer 282 Detailed Answer 294 Quick Answer 282 Detailed Answer 294 Quick Answer 282 Detailed Answer 294 Quick Answer 282 Detailed Answer 294 Domain 2 0 Operating Systems 237 Quick Check 20 What group must you be a member of to install a non hot Quick Answer 282 swappable device in a Windows XP system Detailed Answer 294 Administrators Guest Users D Power Users 21 Before you install a new piece of hardware in Windows 2000 Quick Answer 282 system what precaution should you take Detailed Answer 295 The Windows 2000 HCL should be consulted to make sure that the device is listed on it The device s driver should be checked to ensure that it has been signed by Microsoft The device s operating speed should be examined to make sure that it will run at Windows 2000 compatible c
161. a new version of the operating system when new features are added or major problems are corrected software manufactur ers provide updates and patches for their products Microsoft typically releases patches in the form of updates or in collections that include additional functionality or new device drivers that referred to as service packs Patch management refers to evaluating and deploying these updates and patches to keep the system current and protected For the most part patch management has become a formal security based process to protect the operating system and the rest of the computer s software from attack Answer A The Microsoft Hardware Compatibility List HCL found on the operating system s distribution CD and the Microsoft website http winqual microsoft com hcl were the definitive list of Windows compatible hardware products For a short time Microsoft moved away from the HCLs as the definitive list of compatible products however it has once again turned to HCLs for compatibility All hardware devices included a Windows XP Professional system must be listed on Microsofts Windows XP HCL These devices have been tested and are supported by Microsoft Windows XP makes no claim to maintaining compatibility with a variety of hardware devices The HCL on the website is likely to contain a more current list of compatible devices than the version on the distribution CD 10 11 12 13 14 15 16
162. ablished and it has been connected to the network host you need to configure it for operation Most APs pro vide their own browser based wizard for this purpose Other APs come with CD based configuration programs In either event you need to start a browser on one of the net work s computers usually one that s permanently or temporarily wired to the AP and gain access to the AP s configuration utility Answer C Type 802 11b cards have a limited range of operation about 500 feet This estimation relies on a clear unobstructed pathway existing between the card and the access point The signals used under this wireless specification do not travel well through objects Answer D Notebook computers are natural selections for use as wireless networking clients Because they are portable they can be used anywhere within any wireless access point s hot spot Many enterprises are creating hot spots to enable traveling computer users to access the Internet through their access point for a fee Answer A When setting up an email account you must supply the configuration information that is email account name password POPS server address and SMTP server address Answer A Unshielded twisted pair UTP is categorized in different ratings for differ ent networking applications CAT5e cabling is currently the most widely used specifi cation for data communication wiring Answer C IPX SPX is a Novell network protocol f
163. ably faint Resolution becomes unacceptable One dark line crosses the page Black streaks run down the page What causes an inkjet printer to produce wavy graphics Select Quick Answer 362 two correct answers Detailed Answer 380 0 Bad paper feed rollers Low ink Improper paper thickness setting Mismatched ink cartridge What type of problem produces blank pages from a laser printer quick Answer 362 Select all that apply Detailed Answer 380 The laser scanning module is bad or misaligned B There is a failure in the fusing section 0 The corona wire is broken contaminated or corroded Contrast is set too low When you receive your copy of a document from the office laser Quick Answer 362 printer you notice that small white spots occur at regular intervals Detailed Answer 380 along the length of the page Which laser printer component is normally associated with a symptom such as this 0 The primary corona has a flat spot it The drum has been contaminated The transfer corona wire is dirty The laser circuitry is failing What does it mean if the printer produces a satisfactory self test Quick Answer 362 printout but does not print from the computer Detailed Answer 381 The printer is the problem B The printer is not the problem 0 The computer is the problem Th
164. access to the same resources is to 1 create the group 2 make all users a member of the group and 3 assign the group access permissions to the resource Answer C In matters of security such as handling of passwords you should always fall back on the company s policies to protect the company its employees its propri etary information its intellectual properties and yourself Objective 5 2 1 Answer D You must establish a group or select an appropriate existing group and give group members access to the folder with proper permission levels Simply setting up encryption on the folder does not work here because you want to share the folder with other users Under the EFS system in Windows 2000 and Windows XP only the person currently logged in when the files were encrypted can decrypt them You can t give that permission to a group 310 Chapter 3 Remote Support Technician Exam Answer D Files and folders can be encrypted from the command line using the Cipher command Files can also be encrypted through their Properties pages in the Windows Explorer Answer B The Windows 2000 NTFS system provides an Encrypted File System EFS utility that is the basis of storing encrypted files on NTFS volumes After a file or folder has been encrypted only the user who encrypted it can access it Other users cannot open or share the file although they can delete it Answer A The Windows XP Local Area Conn
165. ailed The system has a set of four Setup disks and an Emergency Repair Disk Which of the following must occur so that the disks can be used to start the system enabling you to carry out the repair function Change the HDD driver settings to the default value Change the boot sequence in the CMOS to include the FDD in the startup process Change the boot order in the BOOT INT file The device driver for the FDD must be enabled A user boots into Windows 2000 and receives an error message stating that one or more services did not start Where can she go to examine which services did not start Device Manager Task Manager Dr Watson 0 Event Viewer What utility can be used to restore the Windows XP Registry from a backup if you cannot boot to a GUI Backup Regrestore Recovery Console D ScanReg Your Windows system refuses to start up You have been unable to recover the system using other methods including Safe Mode Last Known Good Configuration mode and the Recovery Console What else can be done in a Windows XP system to recover the system Run the Automated System Recovery ASR backup operation Run the Automated System Recovery ASR restore Operation Run the Windows XP Repair Disk program RDISK EXE from the command line of the ASR disk Run the Windows XP recovery program WINNT at the comma
166. ain free access to a wireless network connection Objective 5 4 1 Answer A Social engineers exploit people s human nature to fool them into providing information about themselves their business or their computer network They accom plish this by using trickery deceit lies gifts or acts of kindness to first establish a level of trust They then use this trust relationship to gain information 2 Answer C Social engineering efforts can go to great lengths to get users to surrender their login information For instance the programmer may design a login screen that exactly mimics a login screen that you expect to see from a trusted site or company In the background the login screen passes your information to the programmer The best option for this situation is to repartition and reformat the drive to remove any potential threat 3 Answer C This is a classic description of a phishing expedition These expeditions typically begin with an email or instant messenger communication that points the tar get toward the spoofed site These sites are often look alikes for sites where financial activities are conducted Users should be educated about how to handle suspicious requests properly They should know to ignore the request delete the email message and report the incident to their supervisors However they should not forward the request because doing so also poses a security risk 312 Chapter 3 Remote Support Technician Exam
167. ain necessary features that the current model does not have Answer B The best way to ensure good print resolution when using an inkjet printer is to use fresh ink cartridges When the print becomes noticeably faint or the resolu tion becomes unacceptable the cartridge needs to be replaced Answer A The path to the shared resource contains the remote computer s name and shared resource name directory or printer It also must be expressed using the Universal Naming Convention UNC format The format begins with a pair of back slashes Each name in the path is separated by a single backslash Answer If you want to use a printer connected to another computer running Windows in the network the printer must be shared with the network users In the Windows XP system this is enabled through the File and Printer Sharing for Windows setting The print server should appear in My Network Places of the remote computer If the remote computer cannot see any printer at the print server station print sharing cannot be established there Domain 3 0 379 Objective 3 3 1 Answer A During the troubleshooting process if the printhead assembly does not move at any time check to see if the printer is in maintenance mode In this mode the printer typically keeps the printhead assembly in the home position If no mode prob lems are present the printhead positioning motor should be replaced Answer C Some scanners have
168. ally converts AC voltage into a DC voltage that the system can use to power its internal components and recharge its batteries Objective 2 2 1 Answer D Portable PCs typically use a technique called shared video memory Under shared memory the system uses a portion of its main memory to hold screen infor mation for the display One of the disadvantages of shared memory is that it takes up memory space that applications would normally use It also causes the system to show less memory capacity than is installed because a portion has been reserved for use with the video display 2 3 Domain 2 0 191 Answer A External read write CD ROM and DVD drives typically connect to the system through a USB port a FireWire port an external SCSI connector or though a CardBus adapter With the exception of the SCSI based version all these interfaces are hot swappable Answer D The proper procedure for removing a USB device from the computer begins with clicking the Safely Remove Hardware icon in the systray Then select the command to stop the operation of the USB device you want to remove When the operating system prompts you physically remove the USB device from the system The Safely Remove Hardware utility is used to notify the operating system in advance of the device removal Because some devices have write caching enabled corruption or data loss may occur Objective 2 3 1 Answers B C The portable keyboard normally c
169. amount of memory installed The system board s documentation includes information on the type configuration and size of memory it can accept In addition verify that the memory you want to install is compatible with the memory currently installed on the board Answer IDE enhancements called ATA 4 Ultra ATA 66 and Ultra ATA 100 provide high data throughput by doubling the number of conductors in the PATA signal cable The PATA connector has remained compatible with the 40 pin IDE connection but each pin has been provided with its own ground conductor in the cable Answer A When ordering a replacement power supply you must remember to take into account its form factor and its wattage rating requirements The wattage rating is a measurement of the total power the supply can deliver to the system More heavily equipped systems that is more disk drives and peripherals require power supplies with higher wattage ratings Answer C Change the setting of the 110 220 switch setting on the outside of the power supply The normal setting for equipment used in the United States is 110 VAC In many countries outside the United States the voltage level is 220VAC 50Hz Answer Because the hard drive is single drive system its configuration jumpers are most likely set to primary master The most efficient jumper setting for the CD ROM drive is the secondary master setting This places the CD ROM drive on its own IDE chan
170. an t help with this work 0 Call your supervisor to get permission to work on the problem Quick Check Quick Answer 183 Detailed Answer 213 Quick Answer 183 Detailed Answer 213 Quick Check Answer Key 179 Quick Check Answer Key Objective 1 1 1 0 8 15 2 B D 9 16 3 10 17 4 11 18 5 12 D 19 D 6 13 D 20 7 14 Objective 1 2 1 6 11 2 D 7 D 12 3 8 13 4 9 14 5 10 15 Objective 1 3 1 5 9 2 6 D 10 B D 3 7 0 4 D 8 Objective 2 1 1 0 4 7 D 2 5 3 6 Objective 2 2 1 0 3 2 180 Chapter 2 IT Technician Exam Quick Check Answer Key Objective 2 3 1 B C 3 B 2 4 Objective 3 1 1 7 2 8 3 9 4 D 10 5 11 D 6 12 Objective 3 2 1 5 0 2 6 3 7 D 4 8 Objective 3 3 1 6 2 7 3 8 4 9 5 10 Objective 3 4 1 4 2 5 3 6 gt gt gt O gt wD gt D Quick Check Answer Key 181 Quick Check Answer Key Objective 4 1 1 4 7 2 D 5 3 6 Objective 4 2 1 3 5 2 4 Objective 4 3 1 4 7 D 2 5 8 D 3 6 9 Objective 4 4 1 3 2 4 D Objecti
171. anagement Answer A Unused system services should be stopped or disabled to optimize system responsiveness and performance In Windows XP you can launch the Services control applet either through the Control Panel Administrative Tools Services path or by running the SERVICES MSC command line utility This utility produces listing of all the user controllable services running in the system From this list you can stop or switch services to manual startup configuration You should not disable any service unless you are absolutely sure that you will not need it and that no other vital service needs it 294 14 15 16 17 18 19 20 3 Chapter 3 Remote Support Technician Exam Answer A The path to the shared resource contains the remote computer s name and shared resource name directory or printer It also must be expressed using the Universal Naming Convention UNC format The format begins with a pair of back slashes Each name in the path is separated by a single backslash Answer B Windows XP Professional is capable of managing only a RAIDO striped array In this case you should be able to upgrade to Windows XP However you should make sure to back up the existing information from the array because the upgrade to Windows XP may destroy the existing disk parameters and all data on the drives will be lost Answer D The Windows 2000 XP Windows Disk Cleanup utility can be used to identi
172. anagement Removable Storage and Disk Defragmenter snap ins Disk Manager was the disk management utility provided in Windows NT versions prior to Windows 2000 Answer D When a device conflict is suspected simply access the Device Manager utility double click the offending device in the device listing and then click the Resources tab in the selected device s properties page to examine the conflicting device s status Answer C To activate the Windows XP System Restore Wizard navigate the Start All Programs Accessories System Tools System Restore path and then select the System Restore option from the menu The Welcome screen is displayed After you confirm the Restore Point the system conducts the rollback and the system automatically restarts Answer A The active partition is the logical drive to which the system will boot The system files must be located in this partition and the partition must be set to Active for the system to boot up from the drive Answer A C After the primary partition has been established an additional partition referred to as an extended partition is also permitted However the extended partition may be subdivided into 23 logical drives If logical drives have been defined within it the extended partition cannot be deleted FAT installations allow for a single primary partition and an extended partition which can be subdivided into 23 logical drives NTFS allows for up to three primary partitions t
173. ard drive you want to protect it by encrypting it Where do you set up file encryption in your Windows XP desktop PC Click on the File menu select the Encryption option from the pull down list and click on the Encrypt This File option Create a new folder right click on it and then select the Encrypt option from its Properties menu Then move the file into the encrypted folder Right click on the file in Windows Explorer and check the Encrypt Contents to Secure Data check box 0 Navigate to the Control Panel Administrative Tools Computer Management console and click on the Disk Management option Then select a drive and choose the Encrypt Files on This Drive option from the menu Quick Check Quick Answer 284 Detailed Answer 309 Quick Answer 284 Detailed Answer 309 Quick Answer 284 Detailed Answer 309 Domain 5 0 Security 271 6 One of your customers has research work on his notebook PC that he wants to protect In the event that the notebook is stolen he wants more authentication than a simple user name and password login for his PC What can you recommend that will be easy to implement cost effective and adequately protect the information on his notebook Employ an encryption algorithm for login Install a retinal scanner on the PC Employ a Shared Secret login scenario 0 Install a fingerprint scanner on the notebook 7 Your boss is worried
174. ary corona wire conditioning roller in a laser printer O O O OQ transfers toner to the paper applies a uniform negative charge to the drum presses toner into the paper transfers characters to the paper Quick Check Quick Answer 361 Detailed Answer 377 Quick Answer 361 Detailed Answer 377 Quick Answer 361 Detailed Answer 377 Quick Answer 361 Detailed Answer 377 344 Chapter 4 Depot Technician Exam Which scanner component converts the scanned image into a digital format The LED module The scan head O D The diodes in the light detector array The scanner s digitizer module Which of the following file types are typically associated with scanned images Select all that apply JPEG DLL 0 TWN Which of the following printer types require special paper Laser Thermal Dot matrix Inkjet Ina laser printer positive charge on the transfer corona wire causes ___ the positive image to appear on the print drum the toner to be transferred from the drum to the paper the excess toner to be dislodged from the drum after printing D the negative image to appear on the print drum 9 What is the purpose of the thermal fuse in a laser printer heats the fusing unit It protects the paper from burning OO O O B It fuses the toner image to
175. ase is placed between the heat sink and the processor to increase the rate of heat transfer to the heat sink A small drop of this compound generally the size of a BB should be applied to the surface of the processor at its center Then use the pressure from the heat sink to evenly spread 366 16 17 18 19 20 21 22 Chapter 4 Depot Technician Exam the compound across the surface A small amount is all that s needed to create a thin layer to fill the imperfections in the metal and create a more efficient heat transfer between the processor and the heat sink Answer A In addition to the system board s power connector s other power supply bundles are used to supply power to optional devices such as the disk drives CD ROM DVD drives and tape drives These bundles provide a 5 and a 12V DC supply The larger 4 pin connector referred to as the peripheral power connector is carried over from older PC designs whereas the smaller 4 pin floppy connector has gained widespread usage with smaller form factor disk drives The 4 pin connector also can be used to power other devices such as additional case fans Answer A Because the CMOS password controls access to all parts of the system even before the bootup process occurs there is some inconvenience in the event that the user forgets his password When this occurs it is impossible to gain access to the system without completely resetting the content of the CMO
176. ates up to 1 5MBps over an IEEE 1284 bidirectional parallel cable Full speed USB 2 0 devices operate under the USB 2 0 specification also referred to as high speed USB and support data rates up to 480Mbps The IrDA SIR standard infrared protocol is used to provide a standard serial port interface with transfer rates ranging up to 115kbps The IrDA FIR fast infrared protocol is used to provide a high speed serial port interface with transfer rates ranging up to 4Mbps The 802 110 wireless specification delivers data transfer rates in excess of up to 54Mbps 188 11 12 13 14 15 Chapter 2 IT Technician Exam Answers A B A The keys of the keyboard can wear out over time This might result in keys maintaining electrical contact sticking even when pressure is removed The stuck key produces an error message when the system detects it during bootup B An unplugged keyboard or one with a bad signal cable produces a keyboard error message during startup Answer A When the system exhibits no signs of life the first thing to do is confirm that the power supply cord is plugged into a functioning outlet Answer If you suspect a video display hardware problem first examine the power cord to see that it is plugged in and check to see that the monitor s power switch is in the on position Answer C The DC voltage function is used to take measurements in live DC circuits It should be connected in parallel with the d
177. ation process you receive this error message Setup did not find any hard disk drives installed in your system What should you do to correct this problem Partition the drive and use it Configure the drive s jumpers Load OEM drivers for the new drive 0 Load Microsoft signed drivers for the drive What size socket is required to install a second generation Athlon Quick Answer 360 64 processor Detailed Answer 368 A Socket 939 B Socket 775 C Socket 750 D Socket 439 O O O O Domain 1 0 Personal Computer Components 323 33 After you upgrade a desktop PC by installing a new PC133 DRAM module you start the system and see that it is still identifying the RAM as PC100 What action should you take to determine why this is occurring Select all that apply 34 35 36 Flash the BIOS with the latest updates for this system Check the front side bus speed of the installed processor Check the installed RAM to make sure that it is all PC133 DRAM Check the CMOS Setup to confirm that the system is configured properly for the new RAM What is the minimum RAM type that should be used with a 133MHz FSB 0 133 166 008133 PC100 You are assembling a new system for a friend and you see that the system uses 240 pin memory modules What type of memory modules should you purchase to build your friend s system
178. atrix printers that handle continuous multipart forms transfers toner to the paper applies a uniform negative charge to the drum presses toner into the paper transfers characters to the paper Quick Check Quick Answer 282 Detailed Answer 299 Quick Answer 282 Detailed Answer 299 Quick Answer 282 Detailed Answer 299 Quick Answer 282 Detailed Answer 299 248 Chapter 3 Remote Support Technician Exam Objective 3 2 Install configure optimize and upgrade printers and scanners 1 What is the recommended clear distance and the maximum angle specified for IrDA printer connections 0 3 meters 45 2 meters 30 1 meter 15 4 meters 60 2 How do you increase the density of a printout from an inkjet printer O O O O Mark everything on the page for boldface when creating it Print the page twice to double the amount of ink applied to the paper C Use a thicker type of ink D Adjust it in the printing software 3 A customer has purchased new scanner and found that the USB cable from her old scanner cannot be plugged into the new scanner What should you tell her to do Select all that apply Return the scanner to the place of purchase and exchange it for one with an interface type she can use Consult the new scanner s documentation for other interface type options Send the scanner back
179. authenticated all the wireless clients you should set the SSID Broadcast option to Disabled so that out siders do not use SSID to acquire your address and data Also change the SSID name from the default value if you have not already done so Answer C You can configure the ICF function with filters to enable specific traffic to enter the network such as web or FTP services running on the internal network that must be made available to external customers Then you can configure a filter to open the firewall to let just that service pass through For email SMTP and POP services the port settings involved are 25 and 110 Domain 6 0 209 Objective 6 3 1 Answer A In Windows XP the administrator has been given tools that be used to limit what the user can do to any given resource Non hot swappable devices such as local printers cannot be added to Windows 2000 or Windows XP systems without Administrator permissions In a Domain environment members of the Print Managers group can normally add printers to the system Likewise members of the Local Users group can add network printers to the system All these capabilities are based on the default permission settings for these groups with the exception of the Administrators group the capabilities of these groups can be modified through Group Policy settings 2 Answer B WEP is a strong encryption method but serious hackers can crack it This has led the wireless industry to create
180. ay device The default gateway is not functional 7 A flashing indicator light on the back of a network adapter card indicates which of the following O O A B Network activity is occurring Data is being transferred from the NIC to the network media C A connection exists to an active network D The NIC has been configured properly for TCP IP operations Quick Check Quick Answer 79 Detailed Answer 108 Quick Answer 79 Detailed Answer 108 60 Chapter 1 Essentials Exam Objective 6 0 Security Objective 6 1 Identify the fundamental principles of security 1 You install a new wireless network for a client However your client has been reading about network security and asks you to increase the security of the network while maintaining the wireless nature of the network What do you suggest to accomplish this Connect all the wireless clients to the wireless access point using CAT5 Enable Wired Equivalent Privacy Install more wireless access points throughout the network Change encryption from 40 bit keys to 16 bit keys 2 A is used to block unauthorized outside users from accessing an intranet site hub gateway D firewall 3 Performing a System State Backup backs up A O O the entire operating system along with user configuration settings key operating system co
181. be used on an LCD display 26 Chapter 1 Essentials Exam Quick Check 4 What is the suggested cleaning solution for portable displays Quick Answer 77 Water and mild soap Detalga Angmar a B Water and citrus based cleaning solutions Water and ammonia D Water and antistatic spray Objective 3 0 Operating Systems 27 Objective 3 0 Operating Systems Objective 3 1 Identify the fundamentals of using operating systems 1 The file that guides the Windows 2000 XP boot process is O O O NTIO SYS NTLDR EXE NTBOOT SYS BOOTSECT DOS 2 What is the purpose of the NTBOOTDD SYS file in the Windows 2000 operating system It enables SCSI hardware during the Windows 2000 boot process detects hardware during the Windows 2000 boot process It configures PATA hard drives during the Windows 2000 boot process It creates the Emergency Repair Disk ERD during the installation process 3 Under which of the following conditions would you select FAT32 as the file system to be used in a Windows installation O To maintain compatibility with older systems To save the expense and lost productivity involved in training the users in NTFS functions C With systems that have relatively small hard drives D With systems that routinely handle large files 4 Which command prompt operation can be used to co
182. bedded virtual drivers 20 Which of the following items are loaded in a standard Safe Mode startup 0 BOOT INI CONFIG SYS NTLDR Basic processor DRAM and HDD drivers Basic mouse keyboard and standard VGA drivers Standard network adapter mouse and keyboard drivers Quick Check Quick Answer 78 Detailed Answer 97 Quick Answer 78 Detailed Answer 97 Quick Answer 78 Detailed Answer 98 Quick Answer 78 Detailed Answer 98 40 21 22 23 24 Chapter 1 Essentials Exam In Windows which utility can you use to control programs that run at startup STARTREG EXE MSCONFIG 0 REGEDT32 EXE REGEDIT EXE What condition is indicated by the Missing Operating System error messages O 0 The drive is not formatted The MBR is missing or corrupt Operating system files are missing or corrupt The HDD cable is not attached What action can be taken when you encounter an Invalid Drive or Drive Specification error message Select the best answer O 0 Replace the drive Reset the drive configuration in the CMOS Setup Repartition and reformat the drive Reinstall the operating system One of your applications fails to start when you click its icon on the desktop What action should you take to correct this problem Right click the icon
183. bjective 2 2 Install configure optimize and upgrade laptops and portable 1 131 Objective 2 3 Use tools diagnostic procedures and troubleshooting techniques for laptops and portable devices 132 Objective 3 0 Operating Systems 134 Objective 3 1 Identify the fundamental principles of aperang 134 Objective 3 2 Install configure optimize and upgrade 138 Objective 3 3 Identify tools diagnostic procedures and troubleshooting techniques for operating systems 141 Objective 3 4 Perform preventative maintenance for Operating SYSTEMS 145 Objective 4 0 Printers and 148 Objective 4 1 Identify the fundamental principles of USING printers and 8 148 Objective 4 2 Install configure optimize and upgrade Ad SCANDETS ar 149 Objective 4 3 Identify tools and diagnostic procedures to troubleshoot printers and 151 Objective 4 4 Perform preventative maintenance of printers SCAMMELS 153 Objective 5 0 Networks 155 Objective 5 1 Identify the fundamental principles 155 Objective 5 2 Install configure optimize and upgrade
184. bjective 4 2 Install configure optimize and upgrade printers and scanners 1 After you install a printer and print a test page from an application Quick Answer 181 on the host computer what should you do next Detailed Answer 200 Educate the user about the operation of this printer model Go over the user s manual with the customer and read the most important parts verbatim Go over the user s manual with the customer and highlight the most important parts D Clean up any mess you ve created and have the cus tomer sign off on the work order 150 Chapter 2 IT Technician Exam 2 You have just installed a new laser printer that is connected to the network in a small office environment You are supposed to make this printer the default for the office users How do you set up a printer to be the default printer in a network environment Access each user s Add Printer Wizard to locate and install the new printer Then open the local printer queue on each machine and click the Set as Default Printer option in the Printer menu Establish this setting while configuring the new printer through the Add Printer Wizard on each machine Access the print spooler on the print server computer and click the Set as Default Printer option in the Printer menu D Access each user s Add Printer Wizard to locate and install the new printer Then right click the new printer in the Printer
185. bly 0 The platen 12 What is the main circuit board in a dot matrix printer called A Main control board B Printhead board C Control panel D O O O O Sensor board Objective 4 2 Identify basic concepts of installing configuring optimizing and upgrading printers and scanners 1 After printing out a picture you have downloaded from your digital camera you notice that the color on the printed version is very different from that of the picture displayed on the camera and the PC s monitor What action can you take to make the printed copy more closely resemble the copy in the camera A Install new ink cartridges Register the printer colors with the monitor O O B C Calibrate the printer to match the monitor D Clean the printer s print head mechanism Quick Check Quick Answer 78 Detailed Answer 101 Quick Answer 78 Detailed Answer 101 Quick Answer 78 Detailed Answer 101 Quick Answer 79 Detailed Answer 101 46 Chapter 1 Essentials Exam 2 You are asked to install a parallel printer on a standalone Windows XP desktop system that supports this standard through a 25 pin D shell connector Which of the following is the best installation method for this printer Connect the printer to the LPT1 interface turn on the O printer turn on the PC and then let its PnP process detect the attached printer Connect the printer to the 1 interface turn i
186. bnet mask of the local computer It also may be used to request a new TCP IP address from a DHCP server Answers A B The standard video output connector is a three row DE 15 female D shell connector used with analog VGA displays A Higher end video cards are likely to include more than one VGA connector as well as other high performance video connectors such as DVI HDMI S Video and Component RGB jacks B Answer B CDs are created and marketed in two standard storage capacity ratings as a 74 minute 650MB CD R version and as an 80 minute 702MB CD R RW Like CDs DVDs are available in DVD ROM write once and DVD RAM rewritable formats These discs have capacities that range between 4 7GB and 17GB of data A single sided single layer 120mm DVD can hold up to 4 7GB of data whereas a single sided dual layer DVD is boosted to a capacity of 8 5GB Double sided single layer DVDs hold up to 9 4GB whereas double sided double layer discs can hold 17 1GB 23 24 25 26 27 28 29 Domain 1 0 367 Answer A A good game system would provide the fastest video adapter card and its supporting expansion slot This involves PCle adapter slots and video cards with as much video memory onboard as possible Some newer chipsets designed to support gaming applications include support for dual 16X PCle slot video cards This specifica tion is called the Scalable Link Interface SLI specification and enables both cards to Ope
187. board devices in order for you to use these input devices in safe mode System services for the Event Log Plug and Play remote procedure calls RPCs and Logical Disk Manager Answer The system configuration utility MSCONFIG is useful for control ling which programs are automatically loaded at startup Answer AMissing Operating System message typically indicates that the disk s master boot record is missing or has become corrupt Other possible causes for this message include an incorrect CMOS setting that prevents the system from recog nizing the drive with the system partition the system partition not being marked as Active or a misconfigured BOOT INT file Answer If the system cannot see a hard drive after booting from an alternative source an Invalid Drive or Invalid Drive Specification error message is returned in response to any attempt to access the drive This mes sage indicates that the hard drive controller cannot find a recognizable track sector pattern on the drive Therefore you might need to repartition the drive and then refor mat it with an operating system However you should be aware that there are some products such as Partition Commander that can hide a partition until you unhide it This leads to the same result Answer A As with other GUI based environments Windows applications hide behind icons The properties of each icon must correctly identify the filename and path of the ap
188. book PC You upgraded the notebook s processor to a faster version and doubled the RAM capacity by installing an additional 512MB of new DDR2 RAM When you start up the system it shows only 956MB of memory installed What is the cause of this discrepancy 0 One of the memory modules is bad The new memory modules do not match the existing modules The system is set up to use split bank addressing The system is using shared video memory 2 What is the proper way to remove a USB device from a Windows based notebook PC system 0 Click on the Safe Hardware Removal icon in the systray USB devices are hot swappable and can be installed or removed at any time Use the New Hardware Wizard to remove the device from the system and then disconnect it Disable the device in the Device Manager and then physically remove it from the system Quick Check Quick Answer 361 Detailed Answer 374 Quick Answer 361 Detailed Answer 374 Quick Answer 361 Detailed Answer 374 Domain 2 0 Laptop and Portable Devices 337 3 What must you do to replace a system board in a given notebook computer model Obtain an exact replacement for the board being removed Check the compatibility of the replacement board with the other components in the notebook This can be accomplished by accessing the portable manufacturer s website
189. bottom of it Then fix his computer and return it in proper working order Work with the customer to reassure him that you are capable fix the computer and return it in working order Find out from the customer who worked the PC before and make notes about the continuation of the problem Quick Check Quick Answer 183 Detailed Answer 213 Quick Answer 183 Detailed Answer 213 Quick Answer 183 Detailed Answer 213 178 Chapter 2 IT Technician Exam 9 When you arrive at a customer s site to troubleshoot equipment you find that the owner is already irate and is threatening to pull his business from your company and use a competitor s service What should you do in this situation Tell the customer good luck and leave the offices Do nothing because the customer has already decided to use another service Try to calm down the customer and fix the computer problem because this would be much faster than bringing in a new service 0 Speak to the customer in a calm reassuring manner and get him to start defining the problem for you 10 customer asks you to fix a network problem that is outside your area of expertise How should you handle this request Volunteer to fix the problem B Assist the user in finding the proper channel to get the problem resolved Tell the user the problem is not within your area of expertise and that you c
190. brate the printer Install a new print head and ink cartridges Check the printer s paper thickness settings D Check the wear the printer s paper handling mechanisms 48 4 Chapter 1 Essentials Exam Quick Check If an inkjet printer is printing text correctly but leaves a line Quick Answer 79 through each character what is the most likely cause of this Detailed Answer 102 problem One of the printhead nozzles is partially clogged and needs to be cleaned out One of the ink cartridges needs to be refilled The printer driver software has been corrupted and must be replaced 0 The paper handling mechanism is malfunctioning 5 Your first activity of the morning is to print out a report that gets Quick Answer 79 compiled each night and downloaded to your computer The Detailed Answer 102 printer was working properly when you left the office last night but now it does not print What should you check first in this situation Determine whether there is paper in the printer B Check the printer driver to see if it has become corrupt Determine whether the printer driver is missing from the system due to a virus 0 Check to see if the building maintenance crew may have disconnected the power cord from your printer during the evening You have been called to a new advertising firm that has just set up Quick Answer 79 sho
191. c sensitive computer devices ground yourself by touching the power supply housing with your finger before touch ing any components inside the system This technique works safely only if the power cord is attached to a grounded power outlet Answer D Additional case fans can be installed to increase or redirect the airflow through the chassis Answer A The AMD Socket 462 Socket A specification has been used with Athlon Duron Athlon XP Athlon XP M Athlon MP and Sempron processors Objective 1 2 1 4 Answer If the Windows video problem prevents you from being able to use the dis play restart the system press the F8 function key when the Starting Windows message appears and select the Safe Mode option After you have gained access to a usable display you can move into the Device Manager expand the Display Adapters node select the Driver tab and click the Roll Back Driver button to return to the driver that was in use before the update occurred Answer D Because the drive is a SCSI drive check to see that its ID is set correctly and that the SCSI chain has been terminated correctly Make sure that every SCSI device has a unique ID address Any of these errors result in the system not being able to see the drive Also check the CMOS Setup utility to make sure that SCSI sup port has been enabled along with large SCSI drive support SCSI ID settings are sug gestions and not requirements ID 7 is the preferable ID
192. ce Report the broken device to your supervisor and replace it at your company s expense Tell the customer that due to the age of the device it no longer works and needs to be replaced D Tell the customer that the pin broke while you were working on the system but that it is not covered under your service agreement 4 Acustomer tells you she must leave the residence where you will be working but her 12 year old will be there to give you access to the place What should you do Reschedule the appointment for a time when the customer will be available Inform the customer that you cannot be responsible for anything in the house if she isn t going to be present Ask the customer to be present when you arrive to start work D Tell the customer that she must be in the house or you are not coming 5 While working at a customer s residence his misbehaving children are preventing you from getting the job completed What do you do to handle this Ask the parent guardian to remove the children from the work area B Pack up and come back later when the children are asleep Ask the children to leave the immediate work area 0 Ask your supervisor to assign an additional person to the job Quick Check Quick Answer 183 Detailed Answer 212 Quick Answer 183 Detailed Answer 212 Quick Answer 183 Detailed Answer 212
193. ce the video card 0 Replace the monitor Degauss the monitor Quick Check Quick Answer 281 Detailed Answer 289 Quick Answer 281 Detailed Answer 289 Domain 2 0 Operating Systems 225 Domain 2 0 Operating Systems Objective 2 1 Identify the fundamental principles of using operating systems 1 Which of the following is not part of the normal System State Data backup operations performed by Windows 2000 or Windows XP 2 In the Windows 2000 environment where do you go to access A B 0 The Registry The system startup files The COM class registration database The System Information database the system s administrative tools from a centralized location O 3 Which Windows 2000 utility is designed to enable administrators A B D Start Settings Control Panel Administrative Tools Start All Programs System Tools Start Settings Control Panel System Administration Start Run Administration Tools to configure drives and volumes located in remote computers D Hierarchical Storage Manager Volume Manager FDISK EXE Disk Management Quick Check Quick Answer 281 Detailed Answer 290 Quick Answer 281 Detailed Answer 290 Quick Answer 281 Detailed Answer 290 226 Chapter 3 Remote Support Technician Exam 4 You are working in the Recovery Console and you want
194. cess if the driver disk does not have an AutoStart function A If the wizard does not detect the hardware the user can attempt to locate the device in the Add Hardware Wizard s list of supported devices D Answer C The Windows XP Add Hardware icon brings the Add Hardware Wizard into action It initially asks whether you want to add troubleshoot a device or uninstall unplug a device If the system does not detect any new hardware it asks you to choose a hardware device to troubleshoot If the device must be installed manually because Windows could not detect it Windows produces a Choose a Hardware Device component list and guides the manual installation process from this point and prompts you for any necessary configuration information If the device is not present in the list you can also click the Have Disk button to manually load drivers supplied by the device s manufacturer Answers C D To correct battery memory problems you must start the portable computer using only the battery and allow it to run until it completely discharges the battery and quits Then recharge the battery for at least 12 hours Repeat this process several times watching for consistently increasing operating times If this procedure fails to revive the battery or extend its usefulness you need to purchase a new battery for the portable Answer D Simple USB to PS 2 converters are included with many mouse models These simple passive devices reroute mou
195. change 10 11 O O O O A SRAM devices B ROM devices 0 SDRAM devices Magnetic memory What is the stated clock speed for a DDR 3200 double pumped DIMM gt 133 200MHz 233MHz 400MHz You have upgraded user s PC significantly and need to install an upgrade power supply to handle all the new equipment you ve installed You use the Internet to check pricing and features and find thousands of power supply listings What specification is key in choosing a new power supply for the system hours 0 Wattage Voltage Quick Check Quick Answer 76 Detailed Answer 82 Quick Answer 76 Detailed Answer 82 Quick Answer 76 Detailed Answer 82 Quick Answer 76 Detailed Answer 82 8 12 13 14 15 16 Chapter 1 Essentials Exam What system board structure makes it easy to install upgrade processors in a system A removable ROM BIOS socket APGA socket D A PnP BIOS How many wires are there in a standard IDE signal cable 50 40 25 0 8 The mechanism in CD ROM DVD drive responsible for positioning the drive s Read mechanism in the correct position is the collimator spindle stepper motor D head actuator Which of the following devices is based on Flash memory technology
196. chrome printer 4 Which of the following printer types requires special paper O O A Laser B Thermal D Inkjet Dot matrix Quick Check Quick Answer 282 Detailed Answer 299 Quick Answer 282 Detailed Answer 299 Quick Answer 282 Detailed Answer 299 Quick Answer 282 Detailed Answer 299 5 You have been asked to install a new desktop PC in a customer s front office A laser printer was attached to the parallel port of the old computer and is supposed to be moved up to the new system However no one can find the old signal cable What type of cable Domain 3 0 Printers and Scanners 247 must you get to connect the old printer to the new PC 5 485 1394 0 IEEE 1284 6 laser printer a thermal fuse is used to prevent 0 heat sink failure a fuser from overheating a high voltage power supply from overheating a low voltage power supply from overheating 7 What is the major purpose of a tractor feed mechanism and where is it most commonly used O 8 The primary corona wire conditioning roller of a laser printer O O O OQ It is used on color laser printers that handle single sheet forms It is used on inkjet printers that handle multipart forms It is used on laser printers that handle continuous multipart forms It is used on dot m
197. ciples of USING personal COMPULETS Objective 1 2 Install configure optimize and upgrade personal computer 12 Objective 1 3 Identify tools diagnostic procedures and troubleshooting techniques for personal computer COMPONENTS aa E EE a EE a a 15 Objective 1 4 Perform preventative maintenance on personal computer COMPONENTS cesses er noniis 19 Objective 2 0 Laptops and Portable 20 Objective 2 1 Identify the fundamental principles of using laptops and portable 4 1 eesteeee senses 20 Objective 2 2 Install configure optimize and upgrade laptops and portable 4 1 21 Objective 2 3 Identify tools basic diagnostic procedures and troubleshooting techniques for laptops and portable devices 23 Objective 2 4 Perform preventative maintenance on laptops and portable 1 25 Objective 3 0 Operating siisii 27 Objective 3 1 Identify the fundamentals of using operating SYSTEMS 27 Objective 3 2 Install configure optimize and upgrade OPELATINL 30 Objective 3 3 Identify tools diagnostic procedures and troubleshooting techniques for operating systems
198. ck Answer 283 Detailed Answer 301 Quick Answer 283 Detailed Answer 302 Quick Answer 283 Detailed Answer 302 11 12 13 Domain 3 0 Printers and Scanners 253 You receive a page from your laser printer that is completely black Which of the following components is most likely to be involved in this type of problem The drum is bad The fuser s compression roller is always The primary corona wire has failed 0 The transfer corona wire is bad What causes the printout from a dot matrix printer to get lighter from left to right Wrong spacing between the platen and printhead carriage rod Bad printhead Bad ribbon 0 Bad toner cartridge Where are paper jams likely to occur in a laser printer Select all that apply A Pickup area Registration area O O O Q B C Fusing area D Control area Quick Check Quick Answer 283 Detailed Answer 302 Quick Answer 283 Detailed Answer 302 Quick Answer 283 Detailed Answer 302 254 Chapter 3 Remote Support Technician Exam Domain 4 0 Networks Objective 4 1 Identify the fundamental principles of networks 1 Windows XP Home includes what type of networking as its default O A 0 Peer to peer Client server Wireless Ethernet 2 Anonymous authentication is used for which type of Internet service 0 Web server
199. ck Answer 362 Detailed Answer 378 346 Chapter 4 Depot Technician Exam Acustomer has called you because she is trying to determine whether to upgrade her current duplexing laser printer or pur chase a new one What can you tell her about when it is a good idea to upgrade a printer Select all that apply Itis always more economical to upgrade an existing laser printer than to buy a new one Itis always better to buy a new laser printer than spend money on an upgrade due to how quickly they wear The customer should decide based on how often she is having maintenance performed on the current printer 0 The customer should decide this on whether there are new features available that she needs for her operations The best way to ensure good print resolution when using an inkjet printeristo_ _ use the best quality paper available use only the black color function to print O D use fresh ink cartridges use high resolution cartridges How is a UNC path created from a local computer to a remote printer or a directory located on a remote computer Computer_name shared_resource_name computer_name shared_resource_name shared_resource_name D shared_resource_name You want to use a printer connected to another computer running Windows XP in the network What must that other computer have enabled to permit you to print through it
200. ck of the power supply unit if it has one Unless someone was working inside the unit the original power supply problem should not have been caused by a missing or loose on off switch connection to the system board Therefore the first thing you should do is check the power being supplied to the unit from the power outlet you can do this using a working lamp or a multimeter 10 11 12 Objective 1 0 87 Answer A First you must gather information to identify the nature of the problem This can involve questioning the user and identifying any changes that have been made to the system After the problem has been identified you should assess the problem systematically and divide complex problems into smaller components to be analyzed individually Answer D The condition of the NumLk NumLock on desktop keyboards key can cause portable PCs to produce incorrect characters Notebook PCs do not have separate 10 key numeric keypads If the NumLk key function is engaged the system remaps different keys to the locked numbers In some cases the only indicator that the NumLk key function is engaged is a small light near a small icon representing a numeric keypad With some notebook models if you don t look closely you probably won t realize that there is a numeric keypad associated with the keyboard small numbers are embossed on the alpha keys Some notebook models call out the NumLk feature on a specific key whereas others o
201. col files Critical files Security files 0 Windows application files 4 How do you configure the Automatic Updates feature for Windows 2000 Use the Add Components utility to add the Automatic Updates feature to the system B Double click on Automatic Updates in the Control Panel and then click on Automatic O Use the Add Remove Programs utility to install the Windows Automatic Updates utility 0 Access the Microsoft Windows Update web page and click on the Automatic Updates option Quick Check Quick Answer 282 Detailed Answer 298 Quick Answer 282 Detailed Answer 298 Quick Answer 282 Detailed Answer 298 Quick Answer 282 Detailed Answer 298 246 Chapter 3 Remote Support Technician Exam Domain 3 0 Printers and Scanners Objective 3 1 Identify the fundamental principles of using printers and scanners 1 What printer type produces print by squirting ink at the page 0 Laser Thermal Inkjet Dot matrix 2 Which of the following printers can produce photographic quality continuous tone images O A 0 Dot matrix printer Dye sublimation printer Direct thermal printer Thermal wax transfer printer 3 What type of printer uses small heated pins to transfer multicolor images onto the paper Dye sublimation printer Thermal wax printer Solid ink printer 0 Thermal auto
202. common sources of heat buildup that can be found around a PC installation Select all that apply Direct sunlight Location of heaters Excess body heat D Papers piled on equipment What surge suppressor rating describes how quickly its protective circuitry can react to changes in the incoming line and limit the amount of current that passes through Clamping speed O D Clamping voltage Filter value Surge limiting What product is recommended for manual cleaning of tape drive R W heads A Soft cloths Cotton swabs O O O B C A pencil eraser D Foam swabs Quick Check Quick Answer 179 Detailed Answer 189 Quick Answer 179 Detailed Answer 189 Quick Answer 179 Detailed Answer 189 Quick Answer 179 Detailed Answer 189 Quick Answer 179 Detailed Answer 189 128 Chapter 2 IT Technician Exam Quick Check 10 Which of the following can be done to reduce the risk of Quick Answer 179 thermal failure caused by the accumulation of dust particles Detailed Answer 189 Select two correct answers Remove the side panels from the chassis B Optimize the speed of the fan 0 Install foam filters at chassis openings Replace the fans with foam filters Domain 2 0 Laptops and Portable Devices 129 Objective 2 0 Laptops and Portable Devices Objective 2 1 Identify fundamental princi
203. computer on the network 2 Answer D A hardware or software firewall is typically employed to block unautho rized outside users from accessing the intranet site 3 Answer B In addition to backing up data files and applications it is often convenient to back up the key system configuration settings and data information as well This type of data is called system state data and is stored so that the system can be rebuilt quickly in case of a failure 4 Answer A The Windows Firewall feature is designed to provide protection from outside attacks by preventing unwanted connections from Internet devices Computers connected directly to the Internet are always vulnerable to attacks from the outside 5 Answer The 802 11 standard provides a security feature called Wired Equivalent Privacy WEP WEP provides a 128 bit mathematical key encryption scheme for encrypting data transmissions and authenticating each computer on the network Enabling the WEP function adds security for data being transmitted by the workstations Although WEP is a strong encryption method serious hackers can crack it This has led the wireless industry to create a stronger Wi Fi Protected Access WPA standard WPA adds improved data encryption using Temporary Key Integrity Protocol TKIP and IEEE 802 1X Extensible Authentication Protocol EAP user authentication protocol to provide increased security A newer version of WPA called 2 is suppor
204. condary IDE channel with its jumper set in the slave position Both drives are connected to the primary IDE channel and the jumpers on both drives are set as masters 0 One drive is connected as primary master and the other as secondary master but the power connector isn t connected to the secondary master 14 Chapter 1 Essentials Exam 7 What part does the hard disk drive play in Windows memory management The operating system s extended memory management EMM file is located on the hard disk drive Extended memory storage is located on the hard disk drive The operating system s memory registers are located on the hard disk drive The operating system s swap file is located on the hard disk drive 8 After the USB function has been enabled and the device has been plugged into the system what action must be performed to fully install the device Run the Add New Hardware Wizard from the Control 0 Panel Run the Add Remove Programs Wizard to install the drivers for the new device Use the Have Disk option to install proprietary USB drivers from the device manufacturer s disk Start the system and let the operating system detect it through the PnP process 9 A user needs to connect a FireWire compatible video camera with his workstation However before he requests a purchase for all required devices he wants to make sure
205. conditions that requires immediate attention and does not fall into a troubleshooting sequence Answer If the FDD activity light stays on constantly this indicates that the FDD signal cable is reversed or not installed properly Answer A Take the time to document the problem including all the tests you perform and their outcomes This recorded information can prevent you from making repetitive steps that waste time and may cause confusion This information is also very helpful when you move on to more detailed tests or measurements Answer A The most likely reason the system does not recognize the second drive is that both drives are connected to the same IDE channel and are configured as master With PATA drives there can be only one master drive selection on each IDE channel You should never need to perform a low level format on any modern disk drive Even if the drive were not partitioned the system s PnP function should recognize the presence of the drive show it in the CMOS configuration and create a drive letter for it That s how you set up brand new PCs and install operating systems on them Answer D When the system exhibits no signs of life including the absence of lights the best place to start looking for the problem is at the power supply Having replaced the power supply with a known good unit you should have covered the supply s system board connector and the 110 220 voltage setting on the ba
206. crews and other objects that fall into the system This tool can save a lot of disassembly reassembly time when metal objects get loose in the system Although many computer technicians carry a telescopic magnet in their tool kits for retrieving screws and nuts that get dropped into the system unit or printer this tool can adversely affect the operation of disk drives and CRT based monitors 2 Answer B Most adapter card manufacturers installation guides will advise you to unplug the power to the unit before installing any adapter card However for an antistatic strap to work correctly you need to connect the strap to the chassis of the case before the grounded three pronged power cable is removed from the wall outlet Without this connection the built up static on your body has nowhere to go As soon as your body is at the same electrical potential as the chassis you can unplug the power cable from the outlet 3 Answer B All hazardous materials are required to have Material Safety Data Sheets MSDS that accompany them when they change hands They are also required to be on hand in areas where hazardous materials are stored and commonly used Objective 7 2 1 Answer B PC boards containing static sensitive devices are normally shipped in special antistatic bags These bags are good for storing ICs and other computer components that may be damaged by ESD They are also the best method of transporting PC boards with static sensitive c
207. ctures Desktop and Favorites folders along with his display properties mapped network drives network printers browser settings and folder options from his old Windows Me system What can you do to achieve both goals Access the Windows XP user state migration tools USMT to transfer the user configuration settings and files to a clean Windows XP installation without going through the upgrade process Run the Windows XP Recovery Process utility to move the files to a server on the network and then reinstall them after the operating system installation has been completed Run the Windows XP Automated System Recovery ASR utility to move the files to a server on the net work and then reinstall them after the operating sys tem installation has been completed D Run the Windows XP Backup Restore utility from NTBACKUP to move the files to a server on the net work and then reinstall them after the operating sys tem installation has been completed 12 When you are uninstalling an application in a Windows system what is the best response to a message about the possibility of deleting shared files A Remove all files Remove the file O O O O B C Keep all files D Keep the file Objective 3 3 Identify tools diagnostic procedures and troubleshooting techniques for operating systems 1 Which of the following utilities can be used to control the boot process in a Windows XP system A
208. customer Personality 0 Analytical skills 3 What is the most important key to handling irate customers Remaining calm regardless of the customers attitudes Restating the customers key points so that they know you are listening to them Defending your credibility so that they know they are dealing with a competent professional D Telling them that you know they are frustrated and leaving them alone until they have a chance to cool down Quick Check Quick Answer 285 Detailed Answer 312 Quick Answer 285 Detailed Answer 312 Quick Answer 285 Detailed Answer 312 Domain 6 0 Professionalism and Communication 275 4 Which of the following activities are involved in active listening Select all that apply Not getting unfocused B Repeating back the customer s key points C D Not getting thrown by the customer s demeanor Making written notes about the customer s key points 5 After you inspect a failing printer that is under warranty you determine that the cause of the problem has been improper use of the machine When you attempt to explain what has happened with the printer and why it is not covered by the warranty the cus tomer does not accept your explanation of the situation What should you do under these circumstances O O O A Provide the customer with a step by step technical explanation of the proble
209. d environment 1 The local weather report indicates that an electrical storm with severe winds is likely to occur in your area overnight What reasonable precautions should you take to protect your computers 0 Monitor the computers until the storm passes Plug the computers into a surge protector Turn off the computers Unplug the computers 2 What are the voltage levels commonly found in a CRT 0 250 000 250 25 000 25 3 Which voltage level is more dangerous 110V AC at 5 amps 25 000V DC at 5 microamperes O O Q A The 25 000V level is much more dangerous than the 110V level Neither is particularly dangerous Both are extremely dangerous D The 5 amp level is much more dangerous than the 5 microampere level 4 When would it be inappropriate to use an ESD wrist strap O O OO A While working on hard disk drives B While working on system boards 0 While working on printers While working on CRT video monitors Quick Check Quick Answer 363 Detailed Answer 384 Quick Answer 363 Detailed Answer 384 Quick Answer 363 Detailed Answer 384 Quick Answer 363 Detailed Answer 384 Domain 5 0 Safety and Environmental Issues 357 is passive device used to protect computer equipment from very small overvoltage occurrences USPS passive UPS 0 prelimina
210. d Answer 184 start up but shuts down in the middle of the POST Which of the following causes the system to automatically shut down after installing a new processor The processor overheats because the fan unit is not connected properly The processor has been installed incorrectly so a wrong voltage is being applied to the wrong pins The wrong microprocessor driver has been installed 0 The BIOS does not recognize the new processor type 118 Chapter 2 IT Technician Exam 2 While observing a PC s screen during the boot process you believe that the system has insufficient memory installed to handle the applications typically being run on the machine You decide to upgrade the memory How do you determine the correct type of memory to use in this computer Select all that apply Consult the PC manufacture s website for proper memory types and configuration information B Open the computer and check the type of physical memory currently installed Check the Internet for information about the types of RAM available for the system 0 Consult the system board s Installation and Users documentation for proper memory types and configuration You have been tasked with refurbishing old computers your company is donating to a technical school You must install new hard drives in the systems so that there is no chance that important data could be recovered from the
211. d Answer 201 printer that has been having paper jam problems You installed a standard service kit and loaded new paper into all the trays What steps should you take to complete the job Select all that apply Print test pages from all trays to determine whether the jam problem is still present Print a registration page to make sure that the print is correctly aligned on the page O Cycle the printer on and off to see whether any errors appear O D Have the customer sign off on the job to verify your work After completing the installation of a new laser printer and walking Quick Answer 181 the user through its operation you want to establish a suggested Detailed Answer 201 maintenance schedule for the printer with the customer Where are you most likely to find a maintenance schedule for a given laser printer Under the main access cover where it be read each time the printer is open for preventative mainte nance upgrading or repair The printer manufacturer s website The printer s driver page in Windows Device Manager utility OO gt oo The printer s Installation and Service Guide Domain 5 0 Networks 155 Quick Check Objective 5 0 Networks Objective 5 1 Identify the fundamental principles of networks 1 One of your coworkers is trying to solve an Internet connection Quick Answer 181 problem for a customer When he tries to access
212. d as ID 7 or ID 15 C Make sure that the boot drive is configured as ID 0 D Make sure that the termination is correct and that each device has a unique address 3 What could cause a video system to be limited to a 16 color output O A O B O O D The wrong video driver has been installed The video adapter and the display are incompatible The Color Quality setting of the Display Properties is incorrect You have installed the wrong video cable 4 of your PCs periodically shuts itself off and then comes back on What is the most likely cause of this problem O A O B O O D The processor has a broken pin that makes intermittent contact with the socket The power supply needs to be upgraded to furnish enough power to keep the system running when the peripherals are active The processor s cooling fan is not working The ACPI timing function is set incorrectly 5 A customer is complaining that her video display is dead and doesn t show anything Which of the following should you do first when you arrive at her workstation O O O O A B Determine whether it s plugged in to the power outlet Determine whether its turned on and just in sleep mode C Determine whether the display drivers are correct D Replace the video adapter card with a known good unit Quick Check Quick Answer 179 Detailed Answer 186 Quick Answe
213. d be configured to go into Hibernate mode if it doesn t detect input activity for more than a minute It should be placed on a hard flat surface when it is in operation It should have at least its front vent openings clear while it is turned on to allow the fan to pull cool air into the case D It should be used in an air conditioned environment as much as possible 2 What is the best preventative maintenance that can be given a Quick Answer 77 notebook PC Detailed Answer 90 Cleaning the LCD display panel regularly Having a spare battery on hand Protecting it from being dropped 0 Regularly blowing the dust and debris out of it 3 After completing the delivery and setup of new notebook PCs toa Quick Answer 77 Client s sales department you must give the client s staff a presen Detailed Answer 91 tation for how to care for their new PCs When you get to the cleaning and routine PM portion of the discussion what should you tell them about applying cleaning agents to the LCD displays on their notebook PCs Household cleaning agents can be applied directly to display s the plastic screen guard Commercial cleaning agents should be applied to a cloth or cleaning rag that will be used to clean the LCD panel Household cleaning agents should be applied to a sponge that will be used to clean the LCD panel 0 Commercial cleaning agents should not
214. d recovery agent can decode This prevents theft of data by those who do not have the password or a decoding tool Answer A The Windows Firewall feature is designed to provide protection from out side attacks by preventing unwanted connections from Internet devices Computers connected directly to the Internet are always vulnerable to attacks from the outside Answer C Retinal scanners are not readily available for use with PCs as are the other options The amount of energy required to scan a retina makes operation from a stan dard 1 0 port somewhat difficult Fingerprint scanners and smart cards typically offer USB connections to the PC In addition fingerprint readers are built into many note book models Voice recognition products typically use the PC s sound card and a microphone as the input device In many PCs the sound card is an integral part of the system board other systems the sound card can be a PCI device Answer B Smart cards employ personal identification numbers PINs which are considered to be more secure than encrypted software files Implementing a PC Card based smart card system can cost an organization more than 100 000 if it has a large number of employees In terms of security the fact that smart cards have no moving parts offers minimal long term advantages they do not crash but they can be affected by environmental factors Answer C Complex passwords include some combination of low
215. d restore the System State information along with all the files stored on the system volume The ASR feature is a function of the NTBACKUP EXE Windows Backup utility and is considered to be the last resort that is used when you have been unable to recover the system using other methods including Safe Mode the Last Known Good Configuration option and the Recovery Console Answer B The HKEY CURRENT_USER key holds the data about the user specific configuration settings of the system including color scheme keyboard desktop and startup settings Answer The HKEY_CURRENT_CONF1IG key works with the HKEY_LOCAL_MACHINE branch containing current information about hardware devices Answer D During the Windows startup process NTLDR runs NTDETECT to gather system hardware information NTDETECT checks the system for key hardware items The process then initializes the drivers prepared by NTLDR and uses the NTDETECT information to create a temporary Hardware hive in memory Finally NTOSKRNL creates the Registry s HKEY_LOCAL_MACHINE HARDWARE key from the informa tion gathered earlier by NTDETECT and executes additional device drivers 292 20 21 22 Chapter 3 Remote Support Technician Exam Answer B The Recycle Bin is a storage area for deleted files It enables you to retrieve such files if they are deleted by mistake If files have been thrown out of the bin but have not been overwritten they can be recovered using a t
216. d sequence of screens known as the Text Mode portion of Setup This mode of operation continues until enough of the operating system structure is in place to switch to the GUI based conclusion of the Setup process After the basic Windows files have been copied into the system the Setup process switches into GUI format and presents the Windows Setup Wizard to guide the completion of the Setup process 10 Answers B C D B You can upgrade a Windows 95 computer to Windows 2000 by selecting the Install Windows 2000 option if the system detects the Windows 2000 Professional distribution CD in the drive C When upgrading a Windows 95 computer to Windows 2000 at the command prompt navigate to the location of the Winnt32 exe 4 i386 and then execute the file D To upgrade a Windows 95 computer to Windows 2000 insert the Windows 2000 Professional distribution CD in the CD ROM drive first If the system doesn t detect the CD in the drive start Setup through the Run command 11 Answer A Windows XP has special tools called the user state migration tools USMT that administrators can use to transfer user configuration settings and files from systems running Windows 9x Me and Windows NT systems to a clean Windows XP installation This enables user information to be preserved without going through the upgrade process 12 Answer C The best response is to keep all these files to avoid disabling another application If the files are to be
217. d this would be a good time to upgrade the system Tell the customer that she needs to take better precautions with the systems because this problem requires that the operating system be replaced and data may be lost Quick Check Quick Answer 183 Detailed Answer 211 Quick Answer 183 Detailed Answer 211 174 Chapter 2 IT Technician Exam 5 Which of the following is the proper method of coaching a customer on the operation and care of the new peripheral device you ve installed Sit down beside the customer and address him at his level as you explain the operation of the device Make sure to include appropriate industry slang and acronyms in your coaching so that the customer will become familiar with these terms Go over the user s manual with the customer and carefully read the most important parts 0 Always remain standing while you are explaining the operation of the device so that you have a psychologically authoritative position with reference to the customer 6 When you go to a customer s location to work on equipment which of the following should you do first Ask the user if she is ready to have you work on the equipment Ask to see the manager so that someone knows you are working in the facilities Go directly to equipment specified in your work order and get straight to work so that the customer does not think you are running up the bill
218. d to administer and troubleshoot network related problems O A TCP IP utilities B utilities 0 WINS utilities DNS utilities 2 When you attempt to access another computer on the network you can t see any folders or directories What is most likely to be the cause of this problem A Your computer has a missing or corrupted network protocol Your computer needs a network adapter The other computer is password protected D The other computer has no shared drives or folders 3 After you install a new local area network adapter card and attach it to the local switch you cannot access or see any other comput ers on the network What item should you most likely check first O O O O A The cabling between the NIC and the switch B The switch 0 The NIC s drivers The NIC Quick Check Quick Answer 283 Detailed Answer 306 Quick Answer 284 Detailed Answer 306 Quick Answer 284 Detailed Answer 306 Quick Answer 284 Detailed Answer 306 262 Chapter 3 Remote Support Technician Exam 4 After you install a new system it appears that the customer s net work connection is down What action can you take to run a local loopback test to verify the TCP IP installation s integrity O O O O A Run the TRACERT t command from the command prompt Run the PING 127 0 0 1 command from the command prompt Run the N
219. d to fill in the image might make it look worse Answer If you are having problems with the built in LCD display common prac tice is to plug an external monitor into the external VGA port and redirect the video output there This allows you to determine whether the video problem is in the LCD display or in the built in video display adapter circuitry Note You can use a bright light to differentiate between problems with the LCD panel and the inverter Shine the light on the LCD panel to see if anything is present on the screen In this test you are using the light source to replace the back light produced by the inverter Answer D To verify that the PC Card device is working access the Device Manager under the Windows Control Panel s System applet If there is a problem with the PC Card device it appears in the Device Manager If the adapter s icon shows an exclama tion mark on a yellow background the card is not functioning properly Answer D If the portable s touchpad works but the external mouse does not check the documentation for an Fn key combination requirement for the mouse Domain 3 0 377 Domain 3 0 Objective 3 1 1 Answer A The printhead is a collection of print wires set in an electromagnetic head unit Dots are created on the paper by energizing selected electromagnets which extend the desired print wires from the printhead The print wires impact an ink ribbon which impacts the paper Ans
220. d you should replace the existing video adapter with a dual channel Game Ready card Quick Check Quick Answer 360 Detailed Answer 366 Quick Answer 360 Detailed Answer 366 Quick Answer 360 Detailed Answer 366 Quick Answer 360 Detailed Answer 367 24 25 26 27 28 Domain 1 0 Personal Computer Components 321 Under what circumstances can you install an NLX system board in a Micro ATX case None the two form factors are incompatible with each other Always the two form factors are compatible with each other When you install an NLX to MATX adapter kit Only in PC versions that use a universal tower case How many devices can an ATX Pentium system board support if it employs EIDE technology with ATA 2 enhancements 2 4 8 16 You have been tasked with upgrading the existing RAM in one of the production room s PCs What are the most important considerations you must take before ordering new RAM for this machine The PC s current RAM type and speed The speed of the PC s current microprocessor The PC s front side bus speed 0 The PC s total RAM capacity Which peripheral interfaces listed require that the system be shut down to change devices Select all that apply Parallel port Serial port USB port D FireWire port When you are installing a ribbon cable for
221. d you configure to make her network most secure A WEP B WPA2 C SSID 0 MS CHAP O O O Objective 6 4 Perform preventative maintenance for security 1 Which type of computer activity exploits people s human nature to fool them into providing information about themselves their business or their computer network A Session highjacking B Social engineering Spoofing 0 Spamming 2 While checking your company email you receive an email saying that the company is trying to confirm all its email accounts and its needs you to email your account information What should you do Ignore the request by deleting the email Encrypt your information and return it Send the reply as an email attachment D Forward the email to your supervisor for follow up Quick Check Quick Answer 182 Detailed Answer 209 Quick Answer 182 Detailed Answer 209 Quick Answer 183 Detailed Answer 209 Quick Answer 182 Detailed Answer 209 170 Chapter 2 IT Technician Exam Quick Check Objective 7 0 Safety and Environmental Issues Objective 7 1 Identify potential hazards and proper safety procedures including power supply display devices and environment 1 What is the best way to protect PC equipment from destructive Quick Answer 183 ESD Select all that apply Detailed Answer 210 Wear an antistatic wrist strap Place the PC on an antistatic
222. defined at the Physical layer of the OSI model Answer A Pv4 addresses exist in the numeric format XXX YYY ZZZ AAA Each address consists of four 8 bit 32 bits total fields separated by dots This format of specifying addresses is referred to as dotted decimal notation The decimal numbers are derived from the binary address that the network devices and software understand Answer B Telnet is a client server service that enables you to telephone net into another computer so that you can utilize its resources in a command line interface environment Although most web browsers do not include a client for telnet access most operating systems include a utility that enables you to launch telnet Telnet enables users at remote computers to connect to a server The client computer doesn t have to be running the same operating system as the remote server This is a good solution for situations in which the PC environment is radically different from that of the other computer such as a Linux or Novell system or a mainframe computer Answer A Bluetooth is used with disktop PCs notebooks Tablet PCs and PDAs to communicate with wireless input and output devices such as mouse devices key boards and printers IrDA keyboards and mouse devices have been developed for PDA and other handheld devices but have not gained widespread popularity for use with full size PCs especially those designed for use as media centers Answer C Many IS
223. dentical the array s data capacity is limited to the number of drives times the smallest drive s capacity Answer C RAIDO is also known as striped disk array without fault tolerance which uses the drives in a parallel array Answers A B All Pentium processors require the presence of a heat sinking device A and a microprocessor fan unit B for cooling purposes Answer C Component C in the figure represents the SATA signal cable connector The connector depicted as A is a 6 pin PCle power connector used to supply power to PCle cards Connector B is the 15 pin SATA power connector that supplies power to SATA drives and connector D is a digital visual interface DVI connector used for high end video connections Answers A B D In a Windows based PC you can go to three places to determine the speed of a currently installed microprocessor You can view the microprocessor s speed through the System Properties page To access this location right click on My Computer and then select Properties from the menu Click the General tab and view the microprocessor information displayed in the Computer area A You can also view the microprocessor s information through the System Information utility To view the microprocessor s speed through this path click the Start button and select the Run option In the Run dialog box type Msinfo32 click and then select the System Summary option The processor speed is displayed in th
224. devices Answer B Full speed USB devices operate under the USB 2 0 specification also referred to as high speed USB and support data rates up to 480Mbps Answer 05 is an array of independent data disks with distributed parity blocks or striped array with parity disks This requires a minimum of three disks to imple ment Answer D Newer system boards provide two or more 7 pin connectors to accommo date Serial ATA SATA drives The flat 7 pin SATA signal cable has four wires used to form two differential signal pairs and The other three wires are used for shielded grounds The cable is only 0 5 inch wide which makes cable routing inside the system unit simpler and provides less resistance to airflow through the case The maximum length for an internal SATA cable is specified as 39 37 inches 1 meter Answer D Recordable DVDs are available in DVD R write once and DVD R DVD R DVD R DL rewritable formats These discs have capacities that range between 4 7GB and 17GB of data A single sided single layer 120mm DVD can hold up to 4 7GB of data whereas a single sided dual layer DVD is boosted to a capacity of 8 5GB Double sided single layer DVDs hold up to 9 4GB whereas double sided double layer discs can hold 17 1GB Answer B All newer PCs rely on high speed USB and or IEEE 1394 ports as their major 1 0 connections The controller functions for these ports are typically integrated into the syste
225. dows Update service is also used to obtain service packs These additions are important because they address major issues that have been detected in the operating system version since it was launched or since the last service pack was issued Answer A Windows XP Service Pack 2 SP2 introduced several security features to the Windows operating system such as the Windows Firewall the Windows Security Center and Pop up Blocker for Internet Explorer These enhancements were included to provide better protection from viruses worms and hackers By default the Windows Firewall service blocks all connection requests initiating from outside its net work It permits to come through only incoming traffic that it recognizes as a response to a request from inside the network The firewall knows which responses are accept able because it maintains a table of outgoing connection information for itself and any computers on the local network that are sharing the Windows Firewall connection Answer A All the other options lack enough capacity to hold the required volume of data to be backed up Also the Windows Removable Storage Management system does not recognize removable media such as ZIP drives CD R CD RW or DVD R discs as backup media even though there are options to add these devices through the utility Answer A With the addition of Windows XP SP2 the Windows operating system implemented the Windows Security Center Under this
226. dows 2000 SP4 contained all the updates delivered in the previous service packs In addition to securi ty fixes and application compatibility improvements Windows 2000 SP4 delivered USB 2 0 and 802 1x wireless networking support to the Windows 2000 platform The Windows Automatic Updates service was delivered in SP3 and 128 bit encryption was delivered in SP2 2 Answers B D B To turn on Automatic Updates in Windows XP simply access the Automatic Updates icon in the Control Panel D You can also turn on Automatic Updates by accessing the System icon in the Control Panel and clicking the Automatic Updates tab Using either method you can configure Automatic Updates to download and install updates on a specified schedule or to notify the user when high priority updates become available You can click the Automatic Recommended option button and then enter day and time settings for Windows to install the updates under the Automatically Download Recommended Updates for My Computer and Install Them option 3 Answer To activate the Windows XP System Restore utility navigate the Start All Programs Accessories System Tools path and then select the System Restore option from the menu 4 Answer A Microsoft typically releases patches in the form of updates or in collections that include additional functionality or new device drivers that it refers to as service packs 100 Chapter 1 Essentials Exam Objective 4 0 Objective 4 1
227. dows XP Professional on an older SCSI drive in one of your home office PCs The SCSI drive is larger than any of your other drives and you want to take advantage of its features When you check the Windows XP Marketplace Tested Product page you do not find the drive listed there You know that the XP Setup procedure will ask you to enter OEM drivers for the drive at some point Which function key is required in the Windows XP Setup to install the drivers for the SCSI boot drive 0 F2 F4 F6 F9 3 You have two PATA hard drives in a system that keeps getting slower The system is used to create and manipulate large multimedia files How can you improve the system s disk drive subsystem performance O O O A B Set the virtual memory setting to maximum Move the system s swap file to the D drive where there is less traffic and more room to expand Set the virtual memory setting to variable so that Windows can make the swap file as large as necessary Set the virtual memory setting to minimum so that the system has to directly interface with the application eliminating an extra processing step Quick Check Quick Answer 180 Detailed Answer 194 Quick Answer 180 Detailed Answer 194 Quick Answer 180 Detailed Answer 194 Domain 3 0 Operating Systems 139 Quick Check 4 One of your coworkers is having an operation and will be out of Quick An
228. duction 6 Answer B A variation of the thermal wax printer type called dye sublimation printers has been produced to provide photographic quality continuous tone images These printers tend to be very slow and expensive However because of their capability to produce continuous tone images they are widely used by professional graphics businesses to produce posters and large scale reproductions 7 Answer B In a thermal wax transfer printer a thermal printhead melts dots of wax based ink from the transfer ribbon onto the paper When the wax cools it is permanently attached to the page 200 Chapter 2 IT Technician Exam Objective 4 2 1 Answer A After you have finished installing and configuring a printer the final step is to educate the user about its operation As with other training efforts avoid using slang and jargon to instruct the user about the operation of the printer Answer A First you must locate and configure the local machine to connect to and use the remote printer The local Add Printer Wizard allows you to perform this task Then the print queue window s Printer Set as Default option permits you to designate the printer as the default printer to be used for print jobs This action must be per formed on each local machine and requires proper permission levels to configure the remote printer Answer D After you have finished installing and configuring a printer the final step is to educate
229. dule the capacity is specified in Qwords Megabits Bytes 00 How many devices a single USB hub support 7 15 127 0 128 You are helping a nontechnical user over the telephone and you need to have the user plug in his SVGA monitor How would you describe the connector and number of pins in the SVGA connector 15 3 row D shell B 9 pin 3 row D shell 50 2 row D shell D 6 pin round mini DIN O O O O Quick Check ECC RAM detects memory errors and corrects them Quick Answer 76 Detailed Answer 82 Quick Answer 76 Detailed Answer 82 Quick Answer 76 Detailed Answer 82 Quick Answer 76 Detailed Answer 82 Quick Answer 76 Detailed Answer 82 Domain 1 0 Personal Computer Components 8 How is information stored in the system s BIOS updated Select all that apply O A By physically removing and replacing the BIOS device on the system board By replacing the RTC module so that the variable information stored in CMOS will update the BIOS on startup By electronically flashing the BIOS with new information electronically removing the information from the BIOS using new downloaded BIOS software to rewrite the BIOS and then restoring it to the BIOS chip 9 Which one of the following types of memory can be used to permanently store data and instructions that do not
230. dures and troubleshooting techniques for 261 Domain 5 0 Security scsc csscsasscssiescessevsesesaeserecveedessneassetsstnsasiaderiosessersveecs 267 Objective 5 1 Identify the fandamental principles of SECUTI OP dka 267 Objective 5 2 Install configure optimize and upgrade 269 xii CompTIA A Practice Questions Exam Cram Essentials Exams 220 602 220 603 220 604 Objective 5 3 Identify tools diagnostic procedures and troubleshooting techniques for security 1 85 272 Objective 5 4 Perform preventative maintenance for e E 273 Domain 6 0 Professionalism 8 274 Objective 6 1 Use good communication skills including listening and tact discretion when communicating with Customers and Colleagues 274 Objective 6 2 Use job related professional behavior including notation of privacy confidentiality and respect for the customer and customer s 278 Quick Check Answer Key si ic ccsi scitcciscssesiscseceitns 281 Objective 281 Objective 1 2 RES 281 Objective 13 281 Objective 2 1 281 Objective 2 2 282 ODjECHVE 2 3
231. e If there is a loud clicking noise coming from the drive the drive has lost its alignment and is looking for its starting track Answer A If the drive is inoperable and there is a CD or DVD locked inside you should insert a straightened paper clip into the tray release access hole that is usually located beside the ejection button This releases the spring loaded tray and pops out the disc Objective 1 3 1 Answer D To check the speaker just disconnect the speaker from the system select the resistance ohms function and connect a meter lead to each end If the speaker is good the meter should read about 8 ohms for most speakers used with PCs howev er 4 ohm speakers are also widely used If the speaker is defective the resistance reading should be 0 for an electrical short or infinite for an open circuit Answer B To use the Windows 2000 Device Manager utility to troubleshoot USB problems you must be logged on as an administrator or as a member of the Administrators group Answer Drive Boot Failure message indicates that the disk s master boot record is missing or has become corrupt Answer B If the speaker is defective the resistance reading should be 0 for an elec trical short or infinite for an open circuit Answers A B The missing cover permits dust to accumulate in the system forming the insulating blanket that traps heat next to active devices and can cause component overheating A T
232. e provided the Show Common Tasks in Folders option is selected in the Tools Folder options menu Answer A If the file is located on another machine that you can access across network and is shared you need to use the Universal Naming Convention UNC path to access the machine and then the shared folder and finally the desired file that is computername sharename filename Answer A Sharing an Internet connection enables several computers to be connected to the Internet through a single dial up connection These connections can be made individually or simultaneously To establish Internet Connection Sharing ICS you must log on to the computer using an account that has Administrator rights NAT is another option for enabling multiple computers to use a single channel for Internet access Windows servers and routers are often used to implement the NAT function in larger networks In this scenario the company did not want to expend the money to install these types of devices to provide this function Answer If no encryption method is configured wireless clients can authenticate with a wireless AP using the service set identifier SSID name The SSID is a 32 character identifier that is attached to the front end of packets sent across wireless networks This is referred to as Open System authentication However with an encryption method such as WEP WPA WPA2 enabled the AP and client must authenticate using a
233. e 1 3 1 2 3 4 Answer Monthly activities Defragment the system s hard drive using the DEFRAG utility Remove unnecessary temporary TMP files from the hard drive Check software and hardware manufacturers for product updates that can remove problems and improve system operation Back up the entire hard disk drive Answer C The CHKDSK command is a command line utility that has remained in use with Windows 2000 and XP and is used to recover and remove if necessary lost allocation units from the hard drive The R switch locates bad sectors on the disk and recovers readable information Answer D To manually clean read write heads use isopropyl alcohol on a foam swab Cotton swabs can shed fibers that can contaminate the drive and damage portions of its R W head Answer If a CRT presents wavy lines in the display you might need to remove built up electromagnetic fields from the screen through a process called degaussing 290 Chapter 3 Remote Support Technician Exam Domain 2 0 Objective 2 1 1 10 Answer D Backing up the System State data includes the contents of the Registry system startup files files under Windows File Protection in Windows XP and the COM class registration database a database of information about Component Services applications Answer A In a Windows 2000 environment the system s administrative tools are stored in the Computer Management console which can b
234. e Processor line B Finally you can use the Device Manager to determine the current microprocessor s speed Click on the Start button and select the Run option In the Run dialog box type Devmgmt msc and then click OK Expand the Processors node to view the micro processor information D Answers A D There are two simple ways to determine the amount of RAM currently installed in a Windows based PC You can examine the installed RAM information through the System Information utility To view the installed RAM information through this utility click on the Start button navigate the Programs All Programs in XP Accessories System Tools path and then select the System Information option The total physical memory size is presented in the details pane along with information about the operating system name version manufacturer and directory location You can also access this information by typing Msinfo32 exe in the Start menu s Run dia log box A The other path where system memory information is displayed is through the Computer Management console To use this path access the Administrative Tools applet through the Control Panel and open the Computer Management Console Right click the Computer Management Local option in the console tree and then click on the Properties option to view the Computer Management Local Properties which includes the system s installed memory D Answer A A special thermal compound thermal gre
235. e Support Technician Exam 7 You install new ink cartridges in an inkjet printer Afterward it does not print anything What should you do now Select all that apply Remove and reinstall the cartridges so that they seat properly B Remove the tape covering from the cartridges print nozzles Restart the printer so that it will detect the new cartridges 0 Reboot the PC so that it will clear the error message it received from the printer 8 What type of output is generated by a dot matrix printer when the paper advance mechanism does not work A black page One or more dark lines running down the page One dark line across the page A blank page 9 What types of problems can cause smudged or disfigured print in an inkjet printer Select all that apply Misaligned platen Worn out paper feed rollers Improperly set paper thickness selector 0 Worn out ribbon 10 If you have cleared a paper jam from a laser printer but the printer still indicates that a jam is present what action should you take first Remove the paper tray from the printer B Open and close the main access cover to clear any interlock errors Open the unit to check for additional bits of paper that may have been left behind 0 Press the Clear button to reset the machine Quick Check Quick Answer 283 Detailed Answer 301 Qui
236. e accessed through the path Start Settings Control Panel Administrative Tools Answer D The Windows 2000 XP Disk Management utility contains a Dynamic Volume Management feature with a new user interface that enables administrators to configure drives and volumes located in remote computers Answer A The CD command displays the name of the current directory or switches to a new directory Answer B From the command prompt environment you can use the Attribute command to verify that the hidden system files have been successfully copied to the disk that is attrib r s h c ntldr to make it visible and to remove its read only system and hidden status Answer C The system s slow startup performance is likely due to the number of items being loaded along with the operating system as indicated by the number of icons appearing in the taskbar Start the MSCONFIG utility from the command prompt and move to the Startup tab Remove the checks from any applications that you do not want to run at startup You should perform this action with some forethought generally you do not want to disable anything in the Windows folder Using the MSCONFIG utility allows you to disable applications try the system and then restore them if you need to as opposed to deleting them from the Startup folder Answer Driver signing is controlled through the Windows 2000 Control Panel s System icon In the System applet selec
237. e also able to communicate with wired network com puters on an ethernet LAN using the access point as the connection between the two networks When the wireless adapter is used in this configuration the communica tions mode is referred to as ad hoc mode Answer C The power consumption of LCD displays is very low The screen is scanned by sequentially activating the panel s row and column electrodes The pixels appear to be continuously lit because the scanning rate is very high The electrodes can be controlled turned on and off using very low DC voltage levels The inverter in the LCD panel works with high voltage AC to provide the backlight which is part of the display but not part of the actual LCD panel Answer C Most notebook computers feature power savings functions through both their BIOS and their operating systems The standby mode option is the Windows ver sion that turns off selected components such as the hard drive and display until a system event such as a keyboard entry or a mouse movement occurs Answer D The external power supply used with portable systems basically converts AC voltage into a DC voltage that the system can use to power its internal components and recharge its batteries Answers A D Portable computers have two ideal characteristics They are compact and lightweight Portable computer designers work constantly to decrease the size and power consumption of all the computer s components Answe
238. e and access the Event Viewer to use this log to isolate the cause of the error 96 Chapter 1 Essentials Exam Answer A The Recovery Console is a command line interface that provides you with access to the hard disks and many command line utilities when the operating system does not boot The Recovery Console can access all volumes on the drive regardless of the file system type However if you have not added the Recovery Console option prior to a failure you cannot employ it and need to use the Windows Setup disks instead Answer D Remote Assistance enables you to get online with the user and share his desktop While connected you can chat with him send and receive files and manipu late the remote system as if you were physically sitting at it This includes manipulat ing drivers launching applications and viewing event logs Although the user is not involved in the troubleshooting process he is often required to participate initially to grant access Answer D Prior to the Starting Windows 2000 message the user has the option to access the Advanced Boot Menu by pressing the F8 function key This action is normally taken to enter a diagnostic startup mode Answer A In Windows XP stop errors may produce a condition where the system reboots seemingly for no reason This is caused by a combination of a blue screen error and an Auto Restart setting in Windows XP The setting is designed to automati call
239. e cabling is the problem Domain 3 0 Printers and Scanners 351 19 Paper jams laser printer can be caused by Select all that apply A using paper of the wrong thickness B incorrect paper settings C using coated paper D using colored paper Objective 3 4 Perform preventative maintenance of printer and scanner problems 1 You should never expose the drum of a laser printer to cold astrong light source air D toner 2 You have just installed a service kit customer s laser printer as part of a regularly scheduled maintenance plan What is the last step you should perform before leaving the customer s office Runa test page from the host computer Reboot the computer Reset the printer s page counter 0 Give the customer the bill 3 You have been directed to install a new laser printer in the loading dock facility at your company s manufacturing operations The facility is located in the southeastern portion of the United States The area is very hot in the summer months and is humid most of the year Which of the following is the best scenario for installing the printer under these circumstances Install the printer in a shady dust free area of the warehouse B Install the printer in the dock manager s air conditioned office area Install foam dust filters in the air intake vents and ins
240. e computer but cannot install software or hardware components or change her account name or type The user cannot create a new user because this activity is rele gated to computer administrators Answer A In Windows 2000 and Windows XP the administrator has the tools to limit what the user can do to any given file or directory This is accomplished through two types of security permissions share permissions and NTFS permissions The sharing function is implemented at the computer that hosts the folder or resource resources are devices capable of holding or manipulating data To access the shared remote resource the local operating system must first connect to it After the connection has been established the level of access to the resource is controlled by the share or NTFS permissions or a combination of the two configured or inherited for the resource 208 Chapter 2 IT Technician Exam 6 Answer Windows 2000 and XP the administrator has lockout policy settings for how many times account access can be attempted before the account is locked out the account lockout threshold The default value for this setting is 0 which disables the account lockout function Answer C Group Policies are the Windows 2000 XP tools for implementing changes for computers and users throughout an enterprise The Windows 2000 and XP Group Policies can be applied to individual users domains organizational units and sites With Group P
241. e connection to be shared and then select the Properties option from the pop up menu Under the Internet Connection Sharing tab select the Enable Internet Connection Sharing for This Connection check box Click on the Internet icon in the Control Panel select the Internet Connection Sharing option from the menu and designate the computers to provide con nection sharing with 3 Ifa shared file is located on another computer in your network Quick Answer 283 and you need to access it what method should you employ to Detailed Answer 305 specify the path to this file O 0 0 A Use the UNC convention B Use the URL entry 0 Use the IE interface to connect to it Use the Path command Domain 4 0 Networks 259 4 You are installing a new network for a company It recently acquired workstations with the Windows XP Professional operat ing system and has a hub and DSL modem Due to costs the company does not want to pay for a new server or router but would still like to have the Internet available to all workstations It would therefore be willing to pay for extra cabling and network interface card costs Which of the following is the best solution for this scenario 0 Establish ICS Employ VMM Install a LAN adapter Activate ACL 5 Which of the following does an 802 11a access point use for authentication The SSID encryption key 0 Ac
242. e files and folders just as they would any ordinary files or folders However if someone gains unauthorized access to the computer that person cannot open the encrypted files or folders unless she can log in as you or she has access to effective password cracking software EFS is simple to use because it is actually an attribute that can be established for files or folders Answer C Under general user accounts the virus and worms cannot gain access to system level files admin rights are required for this Therefore give as few users as possible administrative rights Answer D Digital certificates are another major security feature in the Windows 2000 and Windows XP operating systems Digital certificates are password protected encrypted data files that include data that identifies the transmitting system and can be used to authenticate external users to the network through Virtual Private Networks VPNs VPNs use message encryption and other security techniques to ensure that only authorized users can access the message as it passes through public transmis sion media In particular VPNs provide secure Internet communications by establish ing encrypted data tunnels across the WAN that cannot be penetrated by others Domain 5 0 311 Objective 5 3 1 Answers A B C Access to network accounts is based on your user account name and password which the network asks for each time you log on Forgetting or mis spelling either
243. e in a desktop system it is overheating What is the most likely cause of this O O O You forgot to apply thermal compound to the heat sink B You installed an incompatible processor C You installed the wrong driver for the new processor 0 You forgot to attach the fan s power connector 3 You can use the utility to free up hard drive space by removing temporary Internet files and removing installed components and unused programs 0 MSCONFIG Disk Manager DEFRAG Disk Cleanup 4 What command line utility can you use to rearrange the data on an HDD so that it is located in contiguous efficient links O O O O A B D SFC EXE CHKDSK EXE MSCONFIG DEFRAG EXE Quick Check Quick Answer 179 Detailed Answer 188 Quick Answer 179 Detailed Answer 188 Quick Answer 179 Detailed Answer 188 Quick Answer 179 Detailed Answer 188 Domain 1 0 Personal Computer Components 127 Which of the following should be used to clean dust out of the interior of a desktop PC 0 special dust cleaning solution on a chamois cloth A household vacuum cleaner A can of compressed air A nylon bristle paintbrush Which item is best suited for general cleaning of monitors An antistatic spray Acommon flower mister Aglass cleaner 0 Adamp cloth Which of the following are
244. e other than their real address Spoofing Hacking Social engineering 0 Spamming 3 customer is using an unencrypted wireless network in his condominium What can you do to protect this user s data Select all that apply Set up WEP encryption Select one of the nondefault channels on the access point C Don t broadcast the SSID D Set up a firewall on the access point 4 Your friend is setting up the Windows Firewall utility in his new Windows XP Professional machine and he wants to make sure that his email can be sent and received What does he need to know to make sure that these services can pass through the fire wall O O O O gt Open TCP UDP port 144 Open TCP UDP ports 20 and 21 Open TCP UDP ports 25 and 110 Open TCP UDP port 80 Quick Check Quick Answer 182 Detailed Answer 208 Quick Answer 182 Detailed Answer 208 Quick Answer 182 Detailed Answer 208 Quick Answer 182 Detailed Answer 208 Domain 6 0 Security 169 Objective 6 3 Identify tool diagnostic procedures and troubleshooting techniques for security 1 What user group must you be a member of to install a non hot swappable device in a Windows XP system Administrators Guest Users 0 Power Users 2 One of your customers has bought new wireless access point Which of the following options shoul
245. e returns the system to the driver that was being used before the current video display driver The Update Driver option asks you to select a driver to use from several options Objective 1 2 1 Answer If a working IDE hard drive fails because a second IDE hard drive has been installed the reason is probably that they are connected to the same IDE interface connector and both drives are set as master On IDE drives there can be only one master drive selection on each IDE channel Answer D When the speakers are placed on the wrong sides increasing the volume on the right speaker instead increases the output of the left speaker The obvious cure for this problem is to physically switch the positions of the speakers Answer A The snap the customer felt was ESD and the fact that the system does not operate indicates that damage has occurred with one of the system s integrated circuit devices All you can do at this point is try to determine the extent of the damage and educate the customer about the causes and effects of ESD MOS devices are sensitive to voltage spikes and static electricity discharges The level of static electricity present on your body may be high enough to destroy the inputs of an MOS device if you touch its pins with your fingers in practice this level of damage may require multiple elec trostatic discharges Professional service technicians employ a number of precaution ary steps when they are workin
246. e security updates critical updates or service packs Answer In Windows 2000 and Windows you can double click on the Automatic Updates icon in the Control Panel In either operating system you can configure Automatic Updates to download and install updates on a specified schedule or to notify the user when high priority updates become available You can click on the Automatic Recommended option button and then enter day and time settings for Windows to install the updates under the Automatically Download Recommended Updates for My Computer and Install Them option Domain 3 0 299 Domain 3 0 Objective 3 1 1 Answer C Inkjet printers produce characters by squirting a precisely controlled stream of ink drops onto the paper The drops must be controlled very precisely in terms of their aerodynamics size and shape otherwise the drop placement on the page becomes inexact and the print quality falters Answer B In the dye sublimation printer a heating element strip is used to transfer the color substance on a plastic film to the paper The heating element contains thou sands of small heat points that create fine patterns of color dots Different tempera tures can be applied to the element to produce different shades Answer B In a thermal wax transfer printer a thermal printhead melts dots of wax based ink from the transfer ribbon onto the paper When the wax cools it is permanently attached to the page A
247. e tab that corresponds to the last option you enabled and step through the check boxes for that file one at a time until the system fails again Answer C You can run the Recovery Console from the distribution CD for both Windows 2000 and Windows To do so start the system with the distribution CD in the drive and choose the option to repair press the R key the installation Enter the administrator s password to access the Recovery Console Note The ASR utility is valid only for Windows XP Answer A Prior to the Windows Driver Signing system manufacturers often provided poorly written drivers with their equipment that would crash systems or cause con flicts with other peripheral devices Some manufacturers continue to provide unsigned drivers to reduce the cost of their product The results of using unsigned drivers ranges from no effect to system lockups and crashes Answer D If events are occurring so quickly that the logs fill up before the default time this indicates that an excessive number of system errors events is occurring The Event Viewer stops logging events until the predetermined amount of time has passed You should examine the full event log to determine what activity is accounting for so many loggable events To clear the event logs so that the system will continue logging access the Event Viewer and select the Clear All Events option from the Action menu list Answer C To use the Windows 2000 Se
248. e temporary files that you can nor mally afford to remove from the system to gain needed disk space include Windows Internet and multimedia temp files Answer D You can use the Device Manager to identify installed ports update device drivers and change 1 0 settings as well as troubleshoot device driver issues To update a driver in the Device Manager select the network adapter entry that needs to be updated click on its Driver tab and click on the Driver Update button Answer B To access the virtual memory settings in Windows XP you must navigate to the Settings button in the Performance area of the Control Panel s System proper ties Clicking on this button produces the Performance Options dialog box To manual ly configure the virtual memory settings access the Advanced tab and click on the Change button in the Virtual Memory area Answers C D The path to the shared resource contains the remote computer s name and shared resource name directory or printer It also must be expressed using the Universal Naming Convention UNC format The format begins with a pair of back slashes Each name in the path is separated by a single backslash Answers A C MUI interface packs add language resources to the base operating sys tem without modifying any core system binaries This greatly eases desktop adminis tration in multilingual computing environments and considerably lowers the cost of desktop change and configuration m
249. e the SFC utility to start up the system and roll back 0 Use the Recovery Console to reboot the system then roll back the driver 9 What conditions could cause the Device Manager utility to display an exclamation point on a yellow background next to a PC Card adapter Select all that apply A The PC Card device might be faulty B The PC Card controller in the notebook might be faulty C The operating system does not support the installed PC Card device D PC Card slot support has been disabled in the CMOS Setup DO OO Quick Check Quick Answer 360 Detailed Answer 369 Quick Answer 360 Detailed Answer 369 Quick Answer 360 Detailed Answer 370 Quick Answer 360 Detailed Answer 370 10 11 12 13 14 Domain 1 0 Personal Computer Components 327 When you are checking the power supply unit with a digital multimeter it should be set to DC current DC voltage AC current D AC voltage Which symptom would the POST not identify Acorrupt CMOS RAM location A bad keyboard controller A failing hard drive 0 ARAM memory module that fails at high temperature You have added a second hard drive to a working system When the system boots an error message appears on the screen and the system fails to boot up What is the most likely cause The new drive is defective The cable is defective Bot
250. e threats Answer C TCP UDP port 80 is reserved for HTTP services Answer C The WINS server is not working so the user is not receiving Windows Naming Service information 308 19 20 21 22 Chapter 3 Remote Support Technician Exam Answers A D A PING enables you to verify connections to remote hosts You can use the command to test both the name and IP address of the remote unit D NSLOOKUP is a TCP IP utility found in Windows 2000 and Windows XP that can be entered at the command prompt to query Internet DNS name servers for information about hosts and domains Answer A The Reconnect at Logon option must be selected in the Map Network Drive page for the drive mapping to be a permanent part of the system If this option is not selected when the user logs off the mapped drive information disappears and needs to be remapped for future use On the other hand if a red X appears on the icon of a properly mapped drive this indicates that the drive is no longer available Its host computer might be turned off the drive might have been removed or it might no longer be on the same path If the drive was mapped to a particular folder and the folder name has been changed the red X also appears Answer A TCP IP troubleshooting utilities are controlled by commands entered and run from the command prompt Answer A The IPCONFIG utility can be started with two important option switches renew
251. e virus has made it impossible for you to access updated virus signatures and utilities you may need to obtain an antivirus tool on a CD You can use this CD to boot the system and then run a virus scan from it This will probably require that you create the CD from an uninfected PC and download the newest security patches and definitions In cases of severe infections your only option may be to repartition your drive and reinstall the operating system and applications Hopefully you have a recent backup copy of your important files Objective 6 3 1 Answer D These computers are intended for use by the general public so it is not reasonable to configure a User password for the system The Supervisory password option establishes a password that must be used to access the CMOS Setup utility where the User and Supervisory password options are configured This will prevent the users from changing the configuration of the system 2 Answers A D Most BlOSes offer a variety of security options that can be set through the CMOS Setup utility The User password option enables administrators to establish passwords that users must enter during the startup process to complete the boot process and gain access to the operating system This provides a secure logon environment for the users On the other hand the Supervisory password option establishes a password that must be used to access the CMOS Setup utility where the User and Supervisory password op
252. ections properties window offers two tabs not available in the Windows 2000 version Advanced and Authentication The Advanced tab is used to enable the Windows XP Firewall The Authentication tab is used to configure authentication protocols Answer Encryption is treated as a file attribute in Windows 2000 and Windows Therefore to encrypt a file you simply need to access its Properties page by right clicking on it and selecting its Properties option from the pop up menu Move to the Advanced Attribute window under the General tab and click the Encrypt Contents to Secure Data check box Answer D Biometric scanners are getting significantly more sophisticated including facial scanning devices searchable databases and supporting application programs However the biometric authentication device most widely used with PCs is the finger print scanner Some manufacturers offer miniature touchpad versions that sit on the desk and connect to the system though a cable and USB connector Other fingerprint scanners are built into key fobs that plug directly into the USB port Some manufactur ers even build these devices into the top of the mouse Answer C Windows 2000 and XP Professional users can implement the EFS option to encrypt their files and folders on NTFS drives To do so they simply click on the Encrypt Contents to Secure Data check box in the file s or folder s Advanced Attributes window Users can open thes
253. ectivity problems Answer B The TRACERT utility traces the route taken by ICMP packets sent across the network and displays the hostname IP address and roundtrip time for each hop in the path Because the TRACERT report shows how much time is spent at each router along the path it is helpful to determine where network slowdowns are occurring 206 Chapter 2 IT Technician Exam Objective 5 4 1 Answer D A networked or online computer has more opportunity to contract a virus than a standalone PC because viruses can enter the unit over the network or through the modem Therefore all computers with connections to the Internet should be pro tected by an antivirus solution before they are ever attached to the Internet Conducting regular virus scans of the system s memory and HDD is critical when using the Internet 2 Answer A To minimize the risk of security compromise on a wireless LAN the IEEE 802 11 standard provides a security feature called Wired Equivalent Privacy WEP WEP provides a 128 bit mathematical key encryption scheme for encrypting data transmissions and authenticating each computer on the network Enabling the WEP function adds security for data being transmitted by the workstations 3 Answer A Cabling can become trip or catch hazard if not managed properly Cables should be run neatly and out of the walkway If possible signal and power cables should be just long enough to make the necessary connections with
254. ed enhanced parallel and USB connections Which printer interface is fastest for a local printer O USB 2 0 802 116 0 IrDA Quick Check Quick Answer 179 Detailed Answer 187 Quick Answer 179 Detailed Answer 187 Quick Answer 179 Detailed Answer 187 Quick Answer 179 Detailed Answer 187 Quick Answer 179 Detailed Answer 187 11 12 13 14 15 Domain 1 0 Personal Computer Components 125 Which of the following would cause a keyboard error at bootup Select two correct answers Keys are stuck The keyboard is unplugged The typematic rate is set too high in CMOS 0 The keyboard has been disabled in CMOS What is the first thing you should check when a customer complains of a machine that was working yesterday and is com pletely dead today AC outlet for power Power supply Motherboard 0 Power switch Which of the following is the first step you would perform when checking out a video display that appears dead Check to see that the power cord is plugged in Check the connection to the video adapter Check the power supply connection to the motherboard 0 Check to see that the power light is on To measure voltage a multimeter should be connected series with the item being checked inline with the item being checked in para
255. ed Answer 313 Quick Answer 285 Detailed Answer 313 Quick Answer 285 Detailed Answer 313 278 Chapter 3 Remote Support Technician Exam Objective 6 2 Use job related profession al behavior including notation of privacy confidentiality and respect for the cus tomer and customer s property 1 After completing a repair on one of your customer s computers you discover a folder of pornographic pictures on the computer What should you do about this discovery Report it to your supervisor B Deny access to the user C D Move the information to a server to secure the Remove the offensive material from the machine network audience 2 When an irate customer begins to use profanity in discussions with you what action should you take O O O Walk away in protest so that the customer knows you are offended Withdraw from the situation as soon as possible and report the customer to your supervisor Withdraw from the conversation and report the cus tomer to her supervisor Tell the customer you don t appreciate the use of such language and leave her presence 3 repair job the customer asks you for the personal cell phone number of another technician at your company He says that he knows the other technician and would like to get in touch with him How should you handle this request Select all that apply Offer to relay
256. ed if logical drives have been defined within it D Itis the logical drive that the system boots to Which command line function can be used to graphically display Quick Answer 180 the directory structure of the disk Detailed Answer 193 O A DIR B CHDIR DIR ALL D TREE You want to copy a group of folders and subfolders including Quick Answer 180 empty folders from one place to another in a PC you are Detailed Answer 193 working on You are working from the command prompt so you need to use the XCOPY command Which XCOPY switch enables you to perform this operation O O O O A XCOPY s B XCOPY h XCOPY 0 XCOPY CMDLINE Which of the following file systems is not supported under Quick Answer 180 Windows XP Professional Detailed Answer 193 5 NTFS5 0 FAT32 138 Chapter 2 IT Technician Exam Objective 3 2 Install configure optimize and upgrade operating systems 1 You use your Windows XP notebook in the office and when you travel To shorten the startup time and extend the useful battery time when you are flying you want to stop certain Windows services from loading when you start up the system on the airplane Which Windows tool would you use to accomplish this task O The Services snap in B C D The Startup snap in The Security snap in The Performance snap in 2 You are about to install Win
257. edirecting the video back to the main display Answers C D The LCD screen should be shielded from bright sunlight and heat sources Moving the computer from a cooler location to a hot location can cause dam aging moisture to condense inside the housing including the display It should also be kept away from ultraviolet light sources and extremely cold temperatures The liquid crystals can freeze in extremely cold weather A freeze thaw cycle may damage the display and cause it to be unusable Answer B When an LCD panel fails the most common repair is to replace the entire display panel housing assembly 192 Chapter 2 IT Technician Exam Domain 3 0 Objective 3 1 1 Answer B The CONVERT command is used in Windows 2000 and Windows XP to convert disks volumes from FAT based disks into NTFS disks that typically provide more efficient disk management The format for using this command is gt CONVERT C FS NTFS This converts a FAT based drive C into an NTFS based disk drive C by installing the NTFS file system on the disk Answer B You can modify the performance of various commands by placing one or more software switches at the end of the basic command You add a switch to the command by adding a forward slash and one or more letters that define how the command is to be implemented Placing a question mark after the slash produces a list of switch options that can be used with the command Answer
258. efore selecting the Last Known Good Configuration option Objective 3 4 Perform preventative maintenance on operating systems 1 Your Windows 2000 system is working with SP2 and you want to upgrade to SP4 What do you need to know about this operation You must remove SP2 and then install SP4 You must install SP3 before going to SP4 SP4 includes SP3 so you can simply install it 0 You should install SP4 only if the system is having problems using just SP2 2 You are responsible for 75 Windows XP Professional based PCs in your organization To minimize the amount of time you need to use keeping these systems updated you decide to configure all the systems to receive automatic updates from Microsoft How can you configure the Automatic Updates feature for Windows XP Select all that apply Use the Add Components utility to add the Automatic Updates feature to the system B Double click Automatic Updates in the Control Panel and then click Automatic Use the Add Remove Programs utility to install the Windows Automatic Updates utility 0 Select the Automatic Updates tab under the Control Panel s System icon and configure the Automatic Updates options Quick Check Quick Answer 78 Detailed Answer 98 Quick Answer 78 Detailed Answer 99 Quick Answer 78 Detailed Answer 99 42 Chapter 1 Essentials Exam 3 You are preparing to install a new
259. egins with clicking on the Remove Hardware Safely icon on the taskbar Then select the command to stop the operation of the PC Card you want to remove When the operat ing system prompts you physically remove the PC Card from the system Answer C Many BIOS versions provide a Standby power saving mode that turns off selected components such as the hard drive and display until a system event such as a keyboard entry or a mouse movement occurs Objective 2 3 1 Answer Examine the 1 0 port connection or internal connector and configuration to make sure that it is properly set up to support the pad As with other internal portable connections internal touch pad connections may be loosened whenever the system is taken apart for repair purposes Answer D Under shared memory the system uses a portion of its main memory to hold screen information for the display In desktop PCs this memory is distributed to the video adapter card The disadvantage of shared memory is that it takes up RAM that applications would normally use If you are upgrading memory in the portable system you must take into account that the amount of RAM available for use by the system will not be the same as the installed RAM Answer C The system shutting down earlier than normal indicates that either the battery is bad or that it is having a battery memory problem in which it becomes internally conditioned to run for less time than the designed capac
260. ell the customer the service is no longer available 0 Tell the customer you understand and fix the problem without any further delay Objective 8 2 Use job related profes sional behavior including notation of privacy confidentiality and respect for the customer and customers property 1 When you arrive at a remote service call you find that the business manager is very upset about the situation What key thing do you need to remember to successfully deliver service to this customer A Stay calm and refer the customer to your supervisor B Stay calm and do the job as efficiently as possible C Think of something nice to block out the tension created by the angry customer 0 Avoid dealing with the customer directly and do the job as efficiently as possible Quick Check Quick Answer 81 Detailed Answer 115 Quick Answer 81 Detailed Answer 115 Quick Answer 81 Detailed Answer 115 74 Chapter 1 Essentials Exam 2 You are working remotely at a customer s office when you receive a call on your cell phone The phone display indicates that the call is coming from a friend How should you handle this situation Ignore the call and let it go to voicemail for later Tell the customer you have to take the call step away from the work space and handle it as quickly as pos sible Answer the call tell the friend you will have to speak later and end the call
261. emory ROM on the other hand is nonvolatile It retains the information even if power is removed from the device Although hard disk drives are capable of storing data on a long term basis they are not considered to be permanent storage devices they are designed to be read from and written to In addition the magnetic charges that are used to store the information on the disk will dissipate over time and eventu ally about 10 years the data may become unreadable Answer B The PC3200 3 2GBps 400MHz Double Data Rate DDR module is designed for use with a double pumped front side bus that runs on a 400MHz effec tive FSB To understand this relationship consider that DDR memory chips used to make DDR modules are designed to transfer data on both the rising and falling edges of the memory bus s squarewave clock signal This means that these devices transfer data at a rate of twice the actual bus speed frequency The DDR 400 devices that make up the PC3200 memory modules work a memory bus speed of 200MHz so its effective and nominal rate is 400MHz Then you must multiply the effective clock rate and the bus size 8 bytes or 64 bits together to produce an effective data transfer rate of 3200 3 2GBps Answer D When you are upgrading power supplies power consumption expressed as wattage rating is important so that enough power is delivered to drive all compo nents installed Answer B Special Zero Insertion Force ZIF
262. emote assistance invitation is created and it is automatically disabled when all invitations have expired Answer B Although several symptoms are presented here the loud clicking sound associated with hard disk drive problems is the key to this scenario This is not a symptom associated with the other components Start the system and listen for sounds of the hard drive spinning up a low whine or clicking noise If a loud clicking noise comes from the drive the drive has lost its alignment and is looking for its start ing track Answers D If a red X appears the icon of a properly mapped drive this indi cates that the drive is no longer available or that the connection to it has been lost Its host computer may be turned off the drive may have been removed or it may no longer be on the same path Likewise the router for the segment could have failed removing the pathway to the mapped drive If an administrator changes the permis sion levels to the mapped resource the system does not produce the red X men tioned Instead it simply produces an error message saying the connection to the drive has not been restored Answer B In Windows XP the Device Manager includes a new Driver Rollback option that can be used to replace an upgraded driver whenever it causes problems with the system To roll back the driver right click on the device in the Device Manager listing and select the Properties option Click on the Driver tab and
263. enable WEP on the AP you need to enable the same WEP key on each computer in the network In addition you should disable the SSID Broadcast option so that outsiders do not use SSID to acquire your address and data Answers A B C The NTFS system offers more efficient drive management support for very large drives made possible by its 64 bit clustering arrangement increased folder and file security capabilities disk quotas disk compression file encryption recoverable file system capabilities and built in RAID support Objective 6 2 1 Answer B The Windows XP Removable Storage Management system does not recognize CD R CD RW or DVD R devices as backup media even though there are options to add these devices through the utility Answer D You should periodically perform Restore operations from backups to diverse locations This enables you to validate the backups You do not want to wait until the system fails to find out that the backups you ve been making on a regular basis don t work Also the worst time to learn how to restore data is when you are in the middle of a crisis Objective 6 0 111 3 Answer B The first step to take after receiving this notice is to clear the SSL history cache on your local machine This forces your browser to request a new certificate from the SSL server If the new certificate is still expired the SSL encryption is still active provided the site is a legitimate site Therefore a
264. environmental 155065 Objective 7 2 Identify potential hazards and implement proper safety procedures including ESD precautions and procedures safe work environment and equipment Objective 7 3 Identify proper disposal procedures for batteries display devices and chemical solvents and cans Objective 8 0 Professionalism and Communication Objective 8 1 Use good communication skills including listening and tact discretion when communicating with customers and Contents Objective 8 2 Use job related profes sional behavior including notation of privacy confidentiality and respect for the customer and customers property vi CompTIA A Practice Questions Exam Cram Essentials Exams 220 602 220 603 220 604 Quick Check Answer 76 Objective 76 Objective 1 2 76 Objective a 76 Objective 76 Objective 2 1 indices cies mine 77 Objective 2 2 77 Objective 2 3 eE EE E 77 OD jective 2 77 77 Objective 3 2 brie 78 78 Objective IPies oiar ee 78 78 Objective 4 2 79 Objective 43
265. equired for the project What should you recommend as the best display type for this notebook PC Dual scan technology Active matrix TFT technology Passive matrix technology D CSTN DSTN technology 2 Which peripheral devices are more likely to use infrared communication Select all that apply A keyboard A printer Amouse D Ascanner 3 What type of wireless communication is typically carried out directly between portable PCs Infrared Bluetooth Cellular D 802 11 4 The LCD display portable computer is powered _ low voltage AC high voltage AC low voltage DC O O O OQ gt high voltage DC Quick Check Quick Answer 361 Detailed Answer 373 Quick Answer 361 Detailed Answer 373 Quick Answer 361 Detailed Answer 373 Quick Answer 361 Detailed Answer 373 Domain 2 0 Laptop and Portable Devices 335 Quick Check 5 Which Windows XP power conservation mode used in portable Quick Answer 361 PCs turns off selected components such as the hard drive and Detailed Answer 373 display until a system event such as a keyboard entry or a mouse movement occurs Hibernate mode Suspend mode Standby mode 0 Shutdown mode 6 What functions are performed by the external power supply of a Quick Answer 361 portable computer system Detailed Answer 373
266. er s account is still valid Check the network switch the user is connected to Quick Check Quick Answer 284 Detailed Answer 308 Quick Answer 284 Detailed Answer 308 Domain 5 0 Security 267 Domain 5 0 Security Objective 5 1 Identify the fundamental principles of security 1 A user can look at the contents of a folder in Windows 2000 but cannot open the files or rename them What permission does this user have enabled Read B List Folder Contents C D Modify Read amp Execute 2 If you move a shared folder with limited rights to a FAT32 partition what are the effects on folder protection The permissions follow the folder to the new partition The permissions for the folder are reduced to Read and Write Only The folder inherits the permissions set on the partition it is being moved to The established permissions cannot follow the folder to a FAT32 partition 3 Which NTFS permissions enable you to delete a folder Select all that apply A B Read 0 Modify WOO Full Write Quick Check Quick Answer 284 Detailed Answer 309 Quick Answer 284 Detailed Answer 309 Quick Answer 284 Detailed Answer 309 268 Chapter 3 Remote Support Technician Exam Quick Check 4 Your boss wants you to configure the company s network of com Quick Answer 284 puters so that
267. er 84 The processor is employing CPU throttling to operate more efficiently The wrong speed processor is installed on the mother board Operation of 1GHz can be obtained only if the processor is overclocked D The core speed multiplier has not been configured correctly 20 What is a 3 1 2 floppy disk best used for Quick Answer 76 A Installing OEM printer drivers Detailed Answer 84 B Booting a failing system into Safe Mode C Loading third party device drivers into a Windows O O O system O D Booting a failing system to a command prompt environment 21 How many pins are in a USB connector Quick Answer 76 O 2 Detailed Answer 84 4 8 0 15 10 Chapter 1 Essentials Exam 22 How many pins are in an SVGA connector 9 15 25 50 23 Which portion of the PC system is responsible for controlling the operating temperature of the microprocessor The Processor Management portion of the PCI chipset B The Temp Management portion of the microprocessor O The Processor Management portion of the operating system O D The Health Management portion of the BIOS 24 From the figure depicting an ATX motherboard identify the PCle X1 expansion slots A A O O O J C K D L Quick Check Quick Answer 76 Detailed Answer 84 Quick Answer 76 Detai
268. er drop placement Discolored ink Ink running into the printer 7 What item in a dot matrix printer requires the most attention Quick Answer 362 The ribbon cartridge Detailed Answer 381 The printhead The tension knob The Control Panel 8 What prevents ink from leaking out of an inkjet when it is not Quick Answer 362 printing Detailed Answer 381 Electrical current Closed valve Hydraulic pressure D Surface tension Domain 4 0 Security 353 Quick Check Domain 4 0 Security Objective 4 1 Identify the names pur poses and characteristics of physical security devices and processes 1 What type of system is more susceptible to a virus Quick Answer 362 Detailed Answer Anetworked computer standalone computer A laptop computer D A personal digital assistant 2 One of your customers has begun to work a new product that quick Answer 362 could potentially earn a patent He is worried about the security of Detailed Answer 382 his files because his design information is located on a FAT16 drive in his Windows 2000 Professional PC What can be done to improve protection for his information on this type of drive A Give the files hidden read only attributes B Move the files to CD RW discs C Install a new hard drive in the system and convert the original drive to a removable external drive
269. er enough capacity to store the movie files On the other hand the double sided dual layer DVD is overkill in both capacity and cost In addition the RW capability means that potential customers can simply record over the demo that your customer distributed Answer D A good game system would provide the fastest video adapter card and its supporting expansion slot This involves PCle adapter slots and video cards with as much video memory onboard as possible Some newer chipsets designed to support gaming applications include support for dual 16X PCle slot video cards This specifica tion is called the Scalable Link Interface SLI specification and enables both cards to operate simultaneously Additional advances have yielded twin dual slot quad PCle system boards to host four video adapters Answers A B Three common expansion slot types are used with video cards The oldest is the original PCI bus However the AGP slot found on a great number of ATX system boards was designed specifically for video adapter cards Most new PCs use the 16X PCle slot for video controllers In some high end gaming systems dual PCle slots are used for the video adapter subsystem Answer D When you are installing the PATA signal cable in an IDE based system you should recall that two similar types of cables are used with PATA devices The newer ATA 4 Ultra ATA 66 Ultra ATA 100 and Ultra ATA 133 IDE enhancements provide higher data throughpu
270. ercase letters num bers symbols and uppercase characters Objective 4 2 1 Answer C Biometric authentication involves using uniquely personal physiological characteristics to verify people are who they say they are The qualities most often involved in biometric authentication include voice patterns fingerprints palm prints signatures facial features and retinal and iris scans Domain 4 0 383 2 Answer Smart cards are authentication tools that contain information about their owners such as passwords or personal identification numbers PINs The card system combines the users secret PINs that is something the users alone know with tokens generated by the network s certificate authority authentication system to generate a unique pass code The pass code validates the users and their access to different resources 3 Answer D Although the logbook can be used to track access through a sign in sign out method this method depends on the honesty and thoroughness of the people coming and going The use of intelligent keycards can provide information about who is accessing a particular area and when In addition it can also be used to control or limit access to specific areas or at certain times 4 Answer C This is a classic description of a phishing ploy These expeditions typically begin with an email or instant messenger communication that points the target toward the spoofed site These sites are often look al
271. ers and software options according to the check boxes enabled on the General tab Start the troubleshooting process with only one box checked If the system starts up with that box checked add another box to the list and restart When the system fails to start move into the tab that corresponds to the last option you enabled and step through the check boxes for that file one at a time until the system fails again 10 11 12 13 14 15 16 17 18 Objective 3 0 97 Answer C The Recovery Console s FIXBOOT command writes a new boot sector to the system volume You can run the Recovery Console from the Windows distri bution CD Answer B Windows XP includes an option that can be used to revert to an older device driver when a driver upgrade causes problems with a device This feature is called Device Driver Rollback and can be implemented through the Windows XP Device Manager Answer C A Missing Operating System error such as the Missing NTLDR error message indicates a problem with the master boot record In Windows 2000 and you can use the Recovery Console s FIXMBR command to replace the master boot record Answer B Make sure that the system is configured in the CMOS Setup utility to check the floppy disk drive as part of the boot sequence You must enable this setting before you can boot the system from the setup floppy so that you can use the Emergency Repair Disk to fix the problem Answer D
272. evice being checked Answer A The speakers are unshielded The magnetic waves generated by the opera tion of the speakers are interfering with the focusing of the electron beams the CRT uses to paint the display Objective 1 3 1 Answer A The primary preventative maintenance tasks associated with modern hard disk drives revolve around protecting them from shock hazards and overheating Rough handling is responsible for more physical hard drive problems than anything else Although hard drives are not any more susceptible to heat than other PC compo nents it is a good practice to ensure that there is ample room for airflow around the drive to cool it Answer A When you are installing a new processor be aware that small air gaps exist between the heat sink and processor s surface Because air conducts heat poorly special heat conducting grease Thermal Compound is typically used with snap on heat sinks to provide good thermal transfer between the microprocessor and the heat sink The fact that this system takes several hours to fail suggests that the overheating problem is due to a slow heating process such as the heat sink not being able to dissi pate enough heat A failed fan unit would take some time for the processor to over heat but this should be a few minutes not hours Answer D The Windows 2000 XP Windows Cleanup utility can be used to identify certain types of temporary files that are not required for operation
273. explanation to each question until after the exam 388 Appendix A What s the CD ROM Custom Mode Custom Mode allows you to specify your preferred testing environment Use this mode to specify the categories you want to include in your test timer length number of questions and other test properties You can modify the test ing environment during the test by selecting the Options button Attention to Exam Objectives MeasureUp practice tests are designed to appropriately balance the questions over each technical area covered by a specific exam All concepts from the actu al exam are covered thoroughly to ensure that you re prepared for the exam Installing the CD System Requirements gt Windows 95 98 Me NT 4 2000 or XP gt 7MB disk space for testing engine gt An average of 1MB disk space for each individual test gt Control Panel Regional Settings must be set to English United States gt PC only install the CD ROM follow these instructions 1 Close all applications before beginning this installation 2 Insert the CD into your CD ROM drive If the setup starts automatical ly go to step 6 If the setup does not start automatically continue with step 3 3 From the Start menu select Run 4 Click Browse to locate the MeasureUp CD In the Browse dialog box from the Look In drop down list select the CD ROM drive 5 In the Browse dialog box double click Setup exe In the Run dialog bo
274. ful transmission distance Better frequency range More simultaneous users What is the maximum communicating speed of an 802 11g rated wireless access point O A 2Mbps O B 54Mbps 5 5Mbps D 11Mbps A customer wants to install 1Gbps local area network in his facility Which of the following cabling types will meet the user s expectations cabling 5 Cabling cabling 0 Coaxial cabling O O O O Quick Check Quick Answer 79 Detailed Answer 105 Quick Answer 79 Detailed Answer 105 Quick Answer 79 Detailed Answer 105 Quick Answer 79 Detailed Answer 105 Quick Answer 79 Detailed Answer 105 15 16 17 18 19 20 Objective 5 0 Networks 53 The 802 11x standard is used to identify which type of network 0 Ethernet Wi Fi wireless Fiber optic Bluetooth wireless Which wireless networking option offers the fastest communica tions Select all that apply 0 802 11 802 116 802 119 802 15 1 Which of the following is an advantage of peer to peer networks 0 It s easy to share information It s easy to implement security They centralize user accounts It s easy to implement standards across the system What type of network typically employs SC connectors 0 Client server STP based networ
275. g on systems that may contain MOS devices These technicians normally use a grounding strap that can be placed around the wrist or ankle to ground themselves to the system being worked on These straps release any static present on the technician s body and pass it harmlessly to ground potential Answer A Finally document your activities actions and outcomes Good notes become a technician s personal knowledge base and can be used over and over They also provide documentation when questions arise concerning how a problem was handled Answer If nothing is happening when you try to start the system your first thought should be about a power related problem When checking a dead system perform a careful visual inspection of the system Check the outside of the system first Look for loose or disconnected cables Consult all the external front panel lights If no lights are displayed check the power outlet plugs and power cords as well as any power switches that may affect the operation of the system You may also want to check the commercial power distribution system s fuses or circuit breakers to ensure that they are functional 10 11 Domain 1 0 289 Answer D Many new system boards provide onboard VGA video as part of their chipsets and architecture To upgrade the video capabilities of these systems you must disable the onboard video capabilities before using an adapter card based video display sy
276. ge from the host computer 0 Reset the printer s page counter 8 One of your customers wants to be able to print on both sides of his paper What can you tell him about setting up this type of printing operation He should enable the Duplex Printing option in the printer s Properties page B He may need to download special duplexing software for his printer model His printer may not be able to physically perform duplex printing operations 0 He must install duplex printer drivers using the Device Manager s Update Driver function Quick Check Quick Answer 283 Detailed Answer 300 Quick Answer 283 Detailed Answer 300 Quick Answer 283 Detailed Answer 300 Quick Answer 283 Detailed Answer 300 250 Chapter 3 Remote Support Technician Exam 9 You have just installed a service kit in a customer s laser printer as part of a regularly scheduled maintenance plan What is the last step you should perform before leaving the customer s office A Runa test page from the host computer Reboot the computer Reset the printer s page counter D Give the customer the bill Objective 3 3 Identify tools diagnostic procedures and troubleshooting techniques for printers and scanners 1 What is a reason for not seeing a remote printer in Windows XP s Printers and Faxes page File and printer sharing is not enabled on the remote
277. ged either into the power supply s monitor outlet or into an active 120 VAC commercial outlet Check the monitor s intensity and contrast controls to make certain that they are not turned down Answer A Under Windows you can configure the system to write events to the System log when the system stops unexpectedly such as when it encounters a condi tion it cannot recover from These logs hold memory dump files that contain the contents of specified amounts of memory when the system failed referred to as a memory dump Administrators can configure this feature under the Advanced tab of the Control Panel s System icon From the Startup and Recovery area of this tab you can click the Settings button and configure the options available for System Failure along with how much debugging information to store and where The memory dump file can be examined with the DUMPCHK utility located on the Windows distribu tion CD DUMPCHK displays basic information about the memory dump and verifies all the virtual and physical addresses in the file If it detects any errors in the memory dump file it displays them in the report Programmers typically use this feature to debug their applications Answer D When a self test failure or setup mismatch is encountered the BIOS may indicate the error through a blank screen a visual error message on the video display or an audio response beep codes produced by the system s speaker For exam
278. h drives are set to master Only one drive can be connected at a time You build your first PC at home When you turn on your computer the floppy drive fails to work Also you notice that the floppy drive operating light is on continuously What is the problem The floppy drive is bad and needs to be replaced The motherboard BIOS needs to be upgraded The floppy drive cable has been connected backward The power supply connection to the floppy drive is bad As you begin to troubleshoot a coworker s PC you realize that the power supply fan is not working What items should you check to determine why this problem has occurred Select all that apply Check to make sure that the system unit s air vents are clear B Check the system s CMOS configuration to make sure that the fan circuitry is enabled there Check the external voltage selector switch setting on the back of the power supply unit 0 Check the fan s power connection Quick Check Quick Answer 360 Detailed Answer 370 Quick Answer 360 Detailed Answer 370 Quick Answer 360 Detailed Answer 370 Quick Answer 360 Detailed Answer 370 Quick Answer 360 Detailed Answer 370 328 Chapter 4 Depot Technician Exam 15 After you install an 80GB drive in a desktop PC only 20GB is dis played when the system is started No extra disk space is shown in Windows Explorer Ho
279. h your legs not with your back Answers A D The work area should include antistatic protection devices to protect static sensitive devices from electrostatic discharge ESD These discharges can build up on moving surfaces including people and damage the integrated circuit devices in the PC The most common antistatic device is a grounding strap placed around the wrist or ankle while a technician is working on equipment Antistatic mats for the floor and table are advised as well These devices all work to channel static discharges away from sensitive devices ESD is more likely to occur under low humidity conditions so the dehumidifier would not be a good choice Answer C ESD is most likely to occur during periods of low humidity If the relative humidity is below 50 static charges can accumulate easily ESD generally does not occur when the humidity is above 50 Anytime the charge reaches about 10 000V it is likely to discharge to grounded metal parts Answer C System boards are fairly sturdy from an electrical point of view To create a short circuit in one of them you must get a powered trace connected to a ground trace The only option that actually accomplishes this is plugging an adapter card into the wrong type of expansion slot and then turning on the system Although some areas of the system board have electrical energy applied to them even when the system is turned off the expansion slots are not one of those areas Theref
280. hannel setting The antenna type 6 You are trying to set up security on a small wireless office network This 802 119 wireless AP router has an option to imple ment WEP Which of the following items are required to configure the AP router and set up encryption Select all that apply A The SSID name B An encryption key D A channel setting The antenna type 7 You are setting up a wireless network in a large factory building which requires multiple access points to provide complete cover age Which of the following items must be configured to provide wireless users access to the network throughout the building Select all that apply OOOO A A unique SSID on each AP A universal SSID on all APs C D A unique channel setting on each AP A universal channel setting on all APs Quick Check Quick Answer 283 Detailed Answer 305 Quick Answer 283 Detailed Answer 305 Quick Answer 283 Detailed Answer 305 Quick Answer 283 Detailed Answer 305 260 Chapter 3 Remote Support Technician Exam 8 What tool is typically used to configure an 802 11x wireless access point The Windows Network Monitor utility web browser C OTDR A floppy disk 26 What is the maximum distance that an 802 11b rated wireless net work card should be located away from its designated access point SoS gt 1 m
281. haracters are missing the printhead is misaligned with the platen It might need to be reseated in the printhead carriage or the carriage assembly might need to be adjusted to the proper height and angle 4 Answer D If the printer operation stalls during the printing operation some critical condition must have been reached to stop the printing process that is the system was running but stopped First access the print spooler s Document menu and try to restart the printer If the printer still does not print delete backed up spool files SPL and TMP in the sSystemRoot System32 Spool Printers directory Begin by simply deleting the first print job to determine whether it is the source of the problem If so it is likely that the other print jobs will go ahead and print and allow your print job to process Unnecessarily deleting other users print jobs is poor net working etiquette 5 Answer D Faint print in a laser printer can be caused by a number of things If the toner level in the cartridge is low empty or poorly distributed or the contrast control is set too low the print quality can appear washed out Correcting these symptoms is fairly easy First remove the toner cartridge inspect it shake it gently if it is a sealed unit and retry it This is the most intuitive option because the toner runs out and can get unevenly dispersed in the cartridge Also the printer s contrast control is not likely to change during n
282. hat you did or didn t like about this book as well as what we can do to make our books better Please note that I cannot help you with technical problems related to the topic of this book We do have a User Services group however where I will forward specific technical ques tions related to the book When you write please be sure to include this book s title and author as well as your name email address and phone number I will carefully review your com ments and share them with the author and editors who worked on the book Fax 317 581 4770 Email feedback quepublishing com Mail David Dusthimer Que Publishing 800 East 96th Street Indianapolis IN 46240 USA Reader Services Visit our website and register this book at www quepublishing com register for convenient access to any updates downloads or errata that might be available for this book Introduction What Is This Book About Welcome to A Practice Questions Exam Cram The sole purpose of this book is to provide you with practice questions complete with answers and explanations that will help you learn drill and review for the 220 601 Essentials 220 602 IT Technician 220 603 Remote Support Technician and 220 604 Depot Technician certification exams The book offers a large number of questions to practice each exam objective and will help you assess your knowledge before you write the real exam The detailed answers to every question will help you rei
283. he AC power adapter from the notebook Which of the following should you do next Put on an antistatic strap B Remove the battery from the notebook book D Remove the new memory modules from the storage bag Remove the installed memory modules from the note Quick Check Quick Answer 180 Detailed Answer 191 Quick Answer 180 Detailed Answer 191 Quick Answer 180 Detailed Answer 191 Domain 2 0 Laptops and Portable Devices 133 4 After you return from presenting a technology briefing where you used an overhead projector with your notebook PC you find the notebook goes through the boot process but produces no display on the LCD How do you activate the display Restart the system in Safe Mode access the Device Manager expand the Display Adapters node and use the Driver Rollback feature Press the Fn and the Screen function keys several times until the LCD display appears Connect an external display to the system to regain visual access to the system Then access the Display Control Panel and reset the output port for the video 0 Connect an external display to the system to regain visual access to the system Then open the Device Manager and use the Device Driver Rollback feature to return the display output to the LCD 5 Which of the following may cause a permanently distorted image on an LCD screen Select all that apply Magnets
284. he BIOS stores the PnP information it collects from the devices a special section of the CMOS RAM known as the ESCD area Answer A The major difference between power supply types is in their form factors Different power supply form factors produce power supplies that are smaller in size than other power supply form factors and their hole patterns are different Another point that differentiates power supplies is their power or wattage rating Typical power ratings include 450 watt 500 watt and greater versions Voltage is generally not a decision point When you buy a power supply for a PC you generally do not have the option to buy a 110 Vac versus a 220 Vac supply Typically PC power supplies offer a voltage selector switch and exchangeable power cable connection to handle this function Answer D Parity checking is a simple self test used to detect RAM read back errors Answer B The ECC RAM detects and corrects errors in the information it processes Answer C The capacity of memory modules is specified in bytes However the geometry of the device involves an x by y format that corresponds to word size A 512MB memory module designed to work directly with a 64 bit microprocessor would be designed to deliver data in 8 byte words 64 bits x 8 million words Under this format the capacity of the device in bytes is derived by multiplying the two numbers and then dividing by eight or nine for parity chips Answer
285. he Windows XP Marketplace Tested Product page If the drive is not acceptable to the system it is difficult to conduct the installation and you receive errors during the text based portion of the Windows XP setup routine If the drive is not listed on the page you can attempt to load OEM drivers for the devices from an OEM CD ROM or floppy by pressing the F6 key when prompted and access ing the drivers on the disk Answer B It is possible to optimize the system s performance by distributing its swap file PAGEFILE SYS space among multiple drives It can also be helpful to relocate the swap file away from slower or heavily used drives You should not place the swap file on mirrored or striped volumes Also don t create multiple swap files in logical disks that exist on the same physical drive Answers A B Before you perform an OS upgrade you should always back up the contents of the existing drive Although you may not need to back up the current oper ating system files you should always make sure to back up the users personal files and settings The new operating system or a restored OS after a failure starts the system running however files such as personal documents pictures illustrations and user specific settings and preferences cannot be recovered unless they have been backed up in some manner Answer D Applications placed in the Startup folder under the All Users path are exe cuted when the system start
286. he com mon needs of the users and then assign them access rights to the group Create a group that defines the common needs of the users in question make all the users members of that group and then assign the group access permissions for the resources they need access to Assign access permissions to the default Everyone group so that all the users have access to the resources D Assign access permissions to the Guest account so that all the users have access to the resources when they log in to the network Domain 5 0 Security 269 7 An employee returns to the company after being gone for several months She cannot remember her last password How do you get her back to work gt Email the employee her password Call her with it Default to the company policy Make up a password for her Objective 5 2 Install configure optimize and upgrade security 1 user wants to use his new hard drive to store sensitive company data His computer is running Windows XP Professional He plans on encrypting all data in his folder and making it so that only a few select users can access the data What can you do to help him achieve that goal In the folder s Properties page access the Advanced screen under the General tab and click on the Encrypt Contents to Secure Data check box Access the Security window from the Control Panel and then click on the Encry
287. he laser scanning module control board and power supply A White page faults can occur when the corona wire becomes broken contaminated or corroded so that the attracting charge between the drum and paper is severely reduced D Answer B When problems occur at cyclic intervals on a printer page from a laser printer the problem is normally associated with one of the rotating parts that is the drum fuser rollers developing roller and so on In this case the drum may have 18 19 Domain 3 0 381 been touched or exposed to light source so that it has a spot on it that does not hold toner Answer B If the printer runs the self test and prints clean pages most of the printer has been eliminated as a possible cause of problems The problem could be in the computer cabling or interface portion of the printer Answers A C Using paper that is too thin or too thick for the printer can result in jams as can overloading paper trays Using the wrong type of paper can defeat the separation pad and allow multiple pages to be drawn into the printer In this case the multiple sheets may move through the printer together or they might result in a jam A Using coated paper stock can be hazardous because the coating might melt which can cause paper jams or fire C Objective 3 4 1 Answer B Great care should be taken when installing a new drum unit Exposing the drum to light for more than a few minutes can damage it
288. he missing slot cover interrupts the designed airflow patterns inside the case causing components to overheat due to missing or inadequate airflow B Answer A The defragmentation process optimizes the operation of the disk drive by reorganizing its data into logically contiguous blocks With data being arranged in this manner the system does not need to reposition the drive s read write heads as many times to read a given piece of data 372 10 11 12 13 14 15 16 Chapter 4 Depot Technician Exam Answer A Outer surface cleaning can be accomplished with a simple soap and water solution followed by a clear water rinse Care should be taken to make sure that none of the liquid splashes or drips into the inner parts of the system A damp cloth is easi ly the best general purpose cleaning tool for use with computer equipment Answer C When a major PC component is upgraded the system s BIOS along with any associated BIOS extension devices should be updated with the latest compatible firmware Answers A D The missing cover permits dust to accumulate in the system forming an insulating blanket that traps heat next to active devices and can cause component overheating It also interrupts the designed airflow patterns inside the case causing components to overheat due to missing or inadequate airflow A High humidity can lead to heat related problems and failures D Answer C In partic
289. hird party software utility for recovering deleted files Answer D In the case of removable media such as floppy disks a network drive or removable drives for example tape drives ZIP disks USB drives SD drives and so on the Recycle Bin does not retain the files deleted from the media When a file or folder is removed from one of these devices the file information is deleted directly from the file system The same is true for files deleted from the command line and for deleted compressed files Answers A C A Compressed files can be marked so that they are displayed in a second color for easy identification You accomplish this through the Folder Options setting in the Control Panel C The other indication that you can have concerning a compressed or encrypted file or folder is an attribute listing when Windows Explorer or a folder is configured to display attributes as part of the Details option in the View menu Objective 2 2 1 Answer A The Windows XP Professional operating system uses hardware profiles to determine which drivers to load when the system hardware changes docked or undocked It uses the Docked Profile to load drivers when the portable computer is docked and the Undocked Profile when the computer starts up without the docking station These hardware profiles are created by the Windows XP operating system when the computer is docked and undocked if the system is PnP compliant You can also configure Windows
290. hs Answer B Thermal printers relied on special heat sensitive or chemically reactive paper to form characters on the page Thermal printing techniques were at one time widely used with PC printing These printers use heated elements to burn or melt dot pattern characters on special paper There are two types of thermal printers direct thermal printers and thermal wax transfer printers Answer B The toner is transferred to the paper from the drum because of the highly positive charge the transfer corona wire applies to the paper The positive charge attracts the more negative toner particles away from the drum and onto the page Answer D The thermal fuse protects the fuser assembly from overheating If the temperature of the fuser is not controlled correctly it can cause severe damage to the printer as well as present a potential fire hazard associated with igniting the paper 378 Chapter 4 Depot Technician Exam Objective 3 2 1 Answer A Full speed USB devices operate under the USB 2 0 specification also referred to as high speed USB and support data rates up to 480Mbps The IrDA SIR standard infrared protocol is used to provide a standard serial port interface with transfer rates ranging up to 115kbps The IrDA FIR fast infrared protocol is used to provide a high speed serial port interface with transfer rates ranging up to 4Mbps Bluetooth communication occurs at data transfer rates of 723 1Kbps for Bluetooth 1 1 and 1
291. iceably faint or the resolu tion becomes unacceptable the cartridge needs to be replaced Answers B D Most new scanners offer a USB port If the old USB cable does not connect correctly to the new scanner Type A versus Type B USB connectors it should be a simple matter of locating the correct USB cable type for your scanner However it is not uncommon for scanners to feature a variety of connection options 300 Chapter 3 Remote Support Technician Exam The scanner s interface circuitry may be able to handle different interface types such as Centronics parallel RS 232 serial SCSI USB IEEE1394 or IrDA interfaces Answer D Color management is a set of tools used to establish and maintain consistent image appearance between different devices such as cameras displays scanners and printers Each of these devices has different color responses when displayed Also no direct correlation exists between RGB color in monitors and CYMK colors in printers However color management acts to coordinate the appearance of these color types between the devices The output from scanners can be converted into either RGB or CYMK color models Answer D One of the most common types of drivers associated with scanners is the TWAIN driver The TWAIN interface specification was designed to enable different types of image acquisition devices to communicate with TWAIN compatible applica tions If a TWAIN file is missing or damaged
292. ict point Realize that criticism given out by customers is generally not personal so don t take it personally Information delivered with an aggressive attitude normally leads to an aggressive or retaliatory response from customers Answers A B D The art of active listening involves focusing on the customer s com ments repeating key information to let the customer know that you are following what he is saying and avoiding distractions such as visual or audible activities that draw away your attention away from the customer Answer D If a problem runs beyond the scope of your company s agreement with the customer take the initiative to move it to the next level of authority This allows your management to take proper action in deciding how the particular customer should be handled Answer D Always notify customers as soon as possible about any appointment changes service delays complications or setbacks that may occur Apologize for the inconvenience and ask how they would like to proceed These things happen to every one and your best defenses against customer dissatisfaction are promptness and good communication Answer D Even if you are sure that you know what is going on after the first sen tence have the patience to listen to the customer s complete description This is not only common courtesy but also serves to uncover extra data about the problem Domain 6 0 313 8 Answers A C Because the
293. igured to find XCOPY 5 Since your company upgraded its PCs to Windows XP Professional you have encountered numerous problems associat ed with employees loading manufacturer s drivers for particular equipment they work with In many cases the new drivers have created hardware conflicts and operational failures in the systems What can you do to stop this practice from occurring and to force the employees to use drivers that are known to work with Windows XP Access the Driver Signing Options page located under the Control Panel System icon Hardware tab Driver Signing button to establish how the system responds when it detects an unsigned driver Set the option to Substitute Access the Driver Signing Options page located under the Control Panel System icon Hardware tab Driver Signing button to establish how the system responds when it detects an unsigned driver Set the option to Warn Access the Driver Signing Options page located under the Control Panel System icon Hardware tab Driver Signing button to establish how the system responds when it detects an unsigned driver Set the option to Disable Access the Driver Signing Options page located under the Control Panel System icon Hardware tab Driver Signing button to establish how the system responds when it detects an unsigned driver Set the option to Block Quick Check Quick Answer 282 Detailed Answer 292 Quick Answer 282 Detailed A
294. ikes for sites where financial activities are conducted Users should be educated about how to handle suspicious requests properly They should know to ignore the request delete the email message and report the incident to their supervisors However they should not forward the request because doing so also poses a security risk 384 Chapter 4 Depot Technician Exam Domain 5 0 Objective 5 1 1 10 Answer D Remove all power cords associated with the computer and its peripherals from the power outlet during thunder or lightning storms Answer C Extremely high voltage levels in excess of 25 000V may be present inside the CRT housing even up to a year after electrical power has been removed from the unit Answer D The 110 VAC at 5 amps is much more dangerous than the 25 000 VDC at 5 microamperes according to the current delivering capabilities 5 amps versus 5 microamperes they create Answer C Antistatic straps should never be worn while working on higher voltage components such as monitors and power supply units Answer C A surge suppresser is used to protect computer equipment from very small overvoltage occurrences by passively filtering the incoming power signal to smooth out variations Answer C In the case of a complete shutdown or a significant sag the best protec tion from losing programs and data is an uninterruptible power supply UPS A UPS is a battery based system that monitors
295. ile Less than 110 feet Less than 500 feet Up to 5 miles 10 In networking terms a hot spot is communication zone where wireless connectivity an be established an electrically active zone where wireless transmis sions can experience interference an electrically active zone where wireless connectivity is excellent awireless network access zone set up by businesses to enable portable wireless units to access the Internet 11 Which of the following pieces of configuration information is not typically needed to configure an account in an email application 0 DNS server name or IP address Email account name SMTP server name or IP address POP3 IMAP server name or IP address 12 What type of cabling is associated with the CAT5 5e cable rating OD UTP B Thin coaxial C D Thick coaxial STP Quick Check Quick Answer 283 Detailed Answer 306 Quick Answer 283 Detailed Answer 306 Quick Answer 283 Detailed Answer 306 Quick Answer 283 Detailed Answer 306 Quick Answer 283 Detailed Answer 306 Domain 4 0 Networks 261 13 Which of the following protocols was designed for use with a Novell network O O O A TCP IP 0 NetBEUI IPX SPX Objective 4 3 Identify tools diagnostic procedures and troubleshooting techniques for networks 1 Which Windows tools are employe
296. image that prevents you from manipulating the operating system What can you do to correct this problem Boot to Safe Mode and reinstall configure the driver B Reboot the system to the command line 0 Replace the monitor Replace the video card Quick Check Quick Answer 180 Detailed Answer 196 Quick Answer 180 Detailed Answer 196 Quick Answer 180 Detailed Answer 196 Quick Answer 180 Detailed Answer 196 144 Chapter 2 IT Technician Exam 11 A Windows XP Professional workstation has had problems during operation lately Which of the following applications enables you to review conflicts and problems that have occurred over time Services and Applications AUTOEXEC BAT CONFIG SYS D 0 Event Viewer 12 The Windows 2000 Emergency Repair process is designed to and cannot be of assistance in repairing application or data problems repair the desktop configuration repair the file system repair the network configuration 0 repair the operating system 13 Windows 2000 XP Recovery Console does all the following except copy files control startup of services format volumes O 0 0 uninstall programs 14 Under what conditions would you select a Safe Mode Command Prompt Only option for starting a computer When the system fails to start in standard Safe Mode When the system fails
297. ing its staff and needs to estab lish network accounts for the new people At this point the compa ny feels financially strapped by the cost of adding the employees and wants to minimize any expenses related to new equipment Because increasing the disk drive capacities of the server is not an option you suggest limiting the amount of disk space each new employee can use Which NTFS feature enables administrators to monitor and control disk usage for each user Disk Management B EFS 0 Disk Quotas NTFS Permissions Quick Check Quick Answer 180 Detailed Answer 192 Quick Answer 180 Detailed Answer 192 Quick Answer 180 Detailed Answer 192 Quick Answer 180 Detailed Answer 193 136 Chapter 2 IT Technician Exam 9 What Windows command is used to compare directories from two drives in the same machine 0 DISKCOMP DISKCOPY FORMAT DC 10 In Windows XP where can you find a standard set of tools for managing the system s disk drives O A 0 In the Disk Manager snap in In the Computer Management Console In the Device Manager utility In the Task Manager utility 11 Where would you locate information about conflicts found in the Device Manager O A Open the Device Manager and then click the Resources tab Navigate Start Programs Accessories System Tools select System Informatio
298. ing system in advance of the removal of USB devices Because some devices have write caching enabled corruption or data loss may occur Answer A System boards for portable computers are not designed to fit a standard ized form factor Instead they are designed to fit around all the components that must be installed in the system Therefore system boards used in portable computers tend to be proprietary to the model they are designed for Mounting hole positions are determined by where they will best suit the placement of the other system compo nents Answer D Considering the age and lack of support for a portable PC this old you should probably let the customer know that it is really not worth upgrading the processor in this system Answer B In most portable PCs you can adjust the shared memory allocation through the CMOS Setup utility Most video intensive software packages such as high end game programs require at least 64 of video RAM as a minimum along with a large installed system memory To allow your friend s game software to perform to its fullest you may want to allocate 128MB or more to shared memory for video Objective 2 3 1 2 Answer If the battery is expected to be stored for more than 30 days as you would expect the replacement for a new computer to be you should fully discharge the battery and store it at normal room temperature Answers B C The portable keyboard normally c
299. ings Control Panel System path and then select the System Restore option from the Properties tab Navigate to the Start menu s Help and Support option select the Performance and Maintenance option from its menu and click on the Run the System Restore Wizard option Navigate to the Start menu s Accessories menu option select the Performance and Maintenance option from its menu and click on the Run the System Restore Wizard option 4 Which of the following information cannot be obtained using the Windows XP System Information utility 0 System summary Group Policy settings 1 0 components in the system A description of the Windows Internet Explorer 5 What does the exclamation point inside a yellow field mean when used by the Windows Device Manager It indicates expandable and collapsible information branches The device is experiencing a direct hardware conflict with another device C The device has been disabled due to a user selection D The device is not installed properly Quick Check Quick Answer 282 Detailed Answer 295 Quick Answer 282 Detailed Answer 295 Quick Answer 282 Detailed Answer 295 Quick Answer 282 Detailed Answer 295 6 10 Domain 2 0 Operating Systems 239 A coworker has a driver that failed during a Windows 2000 startup and he needs to know which Event Viewer log he should look in
300. ings and print test pages until you achieve the print output you want Most often you do this by matching the output of the monitor printer and digital camera to special test images that can be obtained from the Web or hardware software manufacturers 2 Answer D Because this printer is being connected to the PC through a legacy parallel printer port you should connect the printer to the parallel port and turn it on before trying to configure it through Windows To install local printers in Windows XP access the Printers and Faxes option from the Start menu Next click the Add a Printer option to access the Add Printer Wizard Then choose the Local Printer Local Printer Attached to This Computer in XP option and click on the Next button In the Windows XP dialog window you should also select the Automatically Detect and Install My Plug and Play Printer option Normally the LPT1 options should be selected from the list of Printer Port options Next the Add Printer Wizard produces a list of manufacturers and models to choose from 3 Answers B D B To install a USB printer connect the USB signal cable to the com puter and to the printer plug in the printer s power and then allow the system to detect the printer through the PnP process when it is started up When the operating system detects the new printer it may automatically install the printer s drivers without any additional efforts If the operating system does not recog
301. install programs 370 10 11 12 13 14 15 16 17 Chapter 4 Depot Technician Exam Answer Windows includes an option that can be used to revert to an older device driver when a driver upgrade causes problems with a device This feature is called Driver Rollback and can be implemented through the Windows XP Device Manager Answers A B C If the adapter s icon shows an exclamation mark on a yellow background the card is not functioning properly Turn off the system and reinsert the device in a different PCMCIA slot If the same problem appears there are three possi ble sources of problems The card might be faulty the PC Card controller in the PC might be faulty or the operating system might not support the device in question Answer B In computer and peripheral troubleshooting fully 99 of the tests made are DC voltage readings These measurements most often involve checking the DC side of the power supply unit Answer D During the POST the operation of the microprocessor RAM keyboard hard disk drive and CMOS RAM are tested But a RAM chip that fails at high tempera ture could not be detected at this stage Answer working PATA hard drive fails because a second IDE hard drive has been installed the reason is probably that they are connected to the same IDE chan nel and both drives are set as master With IDE PATA drives there can be only one master drive selection
302. int it resolves the IP address of the requested hostname and returns it back to the client Answer A This is a normal response for running a TCP IP utility from the Run dialog box Because these utilities are troubleshooting tools that return information to the screen they cannot simply be initiated from the Start Run dialog box they must be run from the command prompt Answer B The PING utility can be used for testing TCP IP functions Pinging the local adapter s IP address in a Windows XP machine and receiving a Destination host unreachable message indicates that the adapter s IP address has not been initialized This is typically due to a bad or disconnected network cable However the system will also fail to initialize the adapter s IP address if a duplicate address is assigned In this case you should receive a notice that a duplicate address exists and the IPCONFIG utility will return an address of 0 0 0 0 for the adapter Answer A The activity light blinks when the NIC is transmitting or receiving data to from the LAN indicating that there is network activity present A solid light indi cates no activity is present Objective 6 0 109 Objective 6 0 Objective 6 1 1 Answer B To minimize the risk of security compromise on a wireless LAN the IEEE802 11 standard provides a security feature called Wired Equivalent Privacy WEP WEP provides a method for encrypting data transmissions and authenticating each
303. inter setting has been set incorrectly the printer Which Windows XP utility would you use to replace a single Quick Answer 282 Registry key Detailed Answer 297 RegEdit Device Manager Add New Hardware Wizard 0 MSCONFIG After installing a new application on customer s PC you receive Quick Answer 282 a d11 file error message You run the SFC utility from the Detailed Answer 297 mand prompt but still receive the corrupted file system error messages What should you do next to correct his problem O A Run SFC with the scanboot switch Run SFC with the revert switch Run SFC with the scannow switch D Run SFC with the purgecache switch One of your technicians has called to let you know that he is Quick Answer 282 trying to initiate a Remote Assistance request with you so that you Detailed Answer 297 can help him troubleshoot a problem with a remotely located PC However he has no email service on the remote machine If this employee cannot email you how else can he initiate a Remote Assistance request with you Use an FTP service to send the Remote Assistance request B Use Telnet to conduct the Remote Assistance session Use Windows Messenger to send the Remote Assistance request 0 Use the Microsoft Updates site to forward the request over the Internet 22 23 24 Domain 2 0 Operating Systems 243 A use
304. is not sure how to specify the path to the printer You tell him that he needs to input the universal naming convention path to the printer What two items are needed to establish a UNC connection Select all that apply Full Control permissions for the remote resource The URL of the shared resource The shared resource name 0 The path to the shared resource 11 Your company is expanding its operations into several new countries You have been asked to check out Microsoft s Multilingual User Interface and determine whether it would be a good option for bringing on new network users from these countries Which of the following are reasons why your company might be interested in using the MUI packs Select all that apply To provide easier administration in multilingual environments B To facilitate the Language and Locale support function To decrease the cost of configuration changes in a multilingual environment 0 To provide document translation through Windows Office products Quick Check Quick Answer 282 Detailed Answer 293 Quick Answer 282 Detailed Answer 293 Quick Answer 282 Detailed Answer 293 Domain 2 0 Operating Systems 235 12 You use your Windows XP notebook in the office and when you travel To shorten the startup time and extend the useful battery time when you are flying you want to stop certain Windows services from loading when you
305. is the basic function of the HKEY_CURRENT_USER Registry key in Windows XP 0 User logon data User specific configuration PnP status data Current information about installed devices What is the basic function of the HKEY_CURRENT_CONFIG Registry key 0 User logon data Current information about hardware devices PnP dynamic status data User specific configuration Which file gathers system hardware information and passes it to NTLDR D BOOT NTOSKERNAL HAL DLL NTDETECT 229 Quick Check Quick Answer 281 Detailed Answer 291 Quick Answer 281 Detailed Answer 291 Quick Answer 281 Detailed Answer 291 Quick Answer 281 Detailed Answer 291 Quick Answer 281 Detailed Answer 291 230 Chapter 3 Remote Support Technician Exam Quick Check 20 When a file is deleted from the Recycle Bin what happens to the Quick Answer 281 file Detailed Answer 292 It goes to the trash It may be recovered Itis restored D Itis unrecoverable 21 What happens to information that was deleted from removable Quick Answer 281 media Detailed Answer 292 Itis archived and held for later deletion It is moved into the Recycle Bin Itis relocated to the System Backup directory D Itis deleted from the file system 22 How do you ide
306. is the first thing you should tell him to check To determine whether TCP IP has been configured in Windows determine whether the 802 11x wireless radio is turned on determine whether the 802 11x antenna has been installed To determine whether the SSID and WEP functions have been established Quick Check Quick Answer 361 Detailed Answer 375 Quick Answer 361 Detailed Answer 375 Quick Answer 361 Detailed Answer 375 340 Chapter 4 Depot Technician Exam Quick Check 7 After traveling to an international conference in Europe you Quick Answer 361 remove your notebook PC from your travel bag and start it up Detailed Answer 375 When the system starts the cursor randomly hops around the screen when you touch the touchpad The notebook was working perfectly before you boarded the airplane What action is required to correct this problem A Replace the touchpad unit Clean the touchpad surface WOOD B C Install new touchpad drivers D Reconnect the touchpad s signal cable to the system board How do you normally an external monitor to notebook PC Quick Answer 361 Plug the external monitor into the external VGA Detailed Answer 3 9 connector and press the appropriate function key combination B Turn off the notebook and plug the monitor into the external VGA connector then restart the syste
307. it Navigate Start My Network Places Connections Properties and then click on the Update Driver button 0 Navigate Start Control Panel System Hardware tab Device Manager and then expand the Network Adapters node Select the desired network adapter click on the Driver tab and then click on the Update Driver button Quick Check Quick Answer 282 Detailed Answer 293 Quick Answer 282 Detailed Answer 293 Quick Answer 282 Detailed Answer 293 234 Chapter 3 Remote Support Technician Exam 9 Where do you go to adjust virtual memory after receiving a Low Virtual Memory error from a Windows XP Professional system Navigate Start Control Panel Administrative Tools Computer Management Device Manager Then access the Performance snap in and check the Let Windows Control Virtual Memory check box Navigate Start Control Panel System Advanced Performance Settings Then access the Advanced tab and click on the Change button in the Virtual Memory area Navigate Start Control Panel Performance Settings Then access the Advanced tab and click on the Change button in the Virtual Memory area 0 Navigate Start All Programs Accessories System Tools Then access the Performance option in the menu and input a new value for the Maximum Swap file size 10 One of your technicians is trying to establish a connection between a PC and a remote network printer He has called you because he
308. itor Mandie Frank Copy Editor Chuck Hutchinson Proofreader Mike Henry Publishing Coordinator Vanessa Evans Multimedia Developer Dan Scherf Designer Gary Adair Page Layout Trudy Coler The Safari Enabled icon on the cover of your favorite technology book means the book is available through Safari Bookshelf When you buy this book you get free access to the online edition for 45 days Safari Bookshelf is an electronic reference library that lets you easily search thousands of technical books find code samples download chapters and access technical information whenever and wherever you need it To gain 45 day Safari Enabled access to this book to http www quepublishing com safarienabled Complete the brief registration form Enter the coupon code 3WH6 G6XH 2TQC KGHG 2Y6M If you have difficulty registering on Safari Bookshelf or customer service safaribooksonline com accessing the online edition please email Contents at a Glance INTRODUCTION CHAPTER 1 CHAPTER 2 CHAPTER 3 CHAPTER 4 APPENDIX Essentials Exam IT Technician Exam Remote Support Technician Exam Depot Technician Exam What s on the CD ROM 117 215 315 387 Table of Contents a Chapter 1 Essentials Exam Practice Quest OMs Gasser es Domain 1 0 Personal Computer Objective 1 1 Identify the fundamental prin
309. its and supplies Toner cartridge information is usually found in the printer s documentation 2 Answer C Using paper that is too heavy or too thick can result in jams as can over loading paper trays Similarly using the wrong type of paper can defeat the separation pad and allow multiple pages to be drawn into the printer at one time Multiple sheets can move through the printer together or they may result in a jam somewhere in the printer In high humidity environments paper can absorb moisture from the air and swell up Also the moist pages can stick together causing paper jams 3 Answers A D When you finish any type of printer maintenance you should always verify the printer s functionality and have the customer sign off on the repair In this example you should verify that the printer works correctly from all the trays 4 Answer D Most PC components have recommended maintenance programs and schedules designed by their manufacturers These schedules are typically available in a device s documentation You may also be able to obtain the manufacturer s mainte nance schedule from its website 202 Chapter 2 IT Technician Exam Domain 5 0 Objective 5 1 1 Answer A To communicate with another computer in a TCP IP network a computer must have the IP address of the destination host Users generally specify the name of a computer when establishing connections not the IP address These names must be converted int
310. ity Answer D If you cannot find a working resolution you should plug an external display into the notebook s external VGA port to determine whether the problem is with the display or the display adapter If the problem does not appear on the external display there is some problem either with the LCD panel or the video signal ribbon cable that connects the LCD panel to the adapter Answer B Internal CD DVD drives attach to the system with a signal cable and obtain their power from one of the system s options power connectors However external CD DVD drives employ a separate power adapter of their own You must check this item to make sure it is functional when troubleshooting an external drive problem Objective 2 4 1 Answer B With notebooks and other portable PCs make sure that they are sitting on a hard flat surface Placing portables on soft or uneven surfaces can block airflow that is designed to exit underneath the unit Answer C Portable computers are designed to endure the minor jolts and jars asso ciated with travel and mobility However this doesn t include being dropped on the floor or even a short drop onto a tabletop Such occurrences typically damage portable PCs and can often totally disable them Therefore one of the best preventa tive activities you can engage in is to take steps to reduce the likelihood of dropping the portable PC Objective 2 0 91 3 Answer 0 Typically you should a
311. k Answer 360 Detailed Answer 365 Quick Answer 360 Detailed Answer 365 318 12 Identify the SATA signal connecter from the diagram that follows Chapter 4 Depot Technician Exam OO O O w Connector Types 13 14 Identify three sources of determining the speed of the currently installed microprocessor in a Windows XP Professional PC Identify two sources for determining the amount of RAM currently gt Through the System Information utility Through the Device Manager utility Through the Control Panel s Processors icon Through the System Properties dialog box installed in a Windows XP Professional PC O OOQ gt Through the System Information utility Through the Device Manager utility Through the Control Panel s Memory icon Through the System Properties dialog box Quick Check Quick Answer 360 Detailed Answer 365 Quick Answer 360 Detailed Answer 365 Quick Answer 360 Detailed Answer 365 15 16 17 18 19 Which of the following properly describes the correct technique for installing thermal compound between a new microprocessor and its heat sink Runa thin layer on the top of the processor O O What voltages are present on the power supply s 4 pin Auxiliary disk drive power connector 5 12 VDC 9 14 VDC 7 VDC and ground D
312. k module needs to be installed What should you do to ensure proper cooling for this processor Flash the BIOS to upgrade it for the new processor The Flash program contains updated fan control infor mation for the new processor Because both processors are Pentium 4s there is no need to change the fan unit The BIOS will adapt to the new processor automatically Install the fastest compatible fan unit available The BIOS will automatically adjust the fan speed to compensate for any additional heat and you will have ensured that enough cooling capability is available You must research and locate a proper cooling system for this processor by matching its operating tempera ture specification to the fan unit 3 How many pins are on a Socket A microprocessor 0 370 423 462 478 4 The key to inserting a microprocessor is to A w make sure to orient the writing on the top of the chip with that of the previous processor align the notch in the chip with the notch in the socket reattach the fan unit properly look for the arrow on the chip and align it with the arrow on the PC board 5 What specification must you observe when upgrading a power supply O O O OQ gt Maximum current capabilities Maximum wattage rating Output voltage levels Internal resistance Quick Check Quick Answer 360 Detailed Answer 364
313. kely to happen in Windows XP 10 11 12 Domain 2 0 293 Answer D The drivers that the employees are downloading are not working with the hardware under the new operating system Microsoft has a program called driver signing that allows hardware manufacturers to verify that their drivers work with given Microsoft operating systems To prevent the employees from installing drivers that don t work you need to enforce the use of driver signing to verify drivers before they are installed On the Windows XP Driver Signing Options page you can establish how the system should react when it detects an unsigned driver The Block option does not permit any unsigned drivers to be loaded into the system Answer D Before you install Windows XP Professional from the CD it is recom mended that you run the Windows XP version of CheckupgradeonLy This file checks the system for possible hardware compatibility problems and is located on the installation CD under i886 winnt32 Answers B D The defragmentation process optimizes the operation of the disk drive by reorganizing its data into logically contiguous blocks With data being arranged in this manner the system does not need to reposition the drive s read write heads as many times to read a given piece of data The Windows 2000 XP Windows Disk Cleanup utility can be used to identify certain types of applications and temporary files that are not required for operation of the system Th
314. ks Peer to peer UTP based networks Ethernet fiber optic based networks CAT7 UTP based networks An RJ 45 connector is most commonly used with 0 disk drive units fiber optic cabling coaxial cabling unshielded twisted pair cabling Where is single mode fiber cable most likely to be employed 0 In fiber optic based local area networks In networks with connections ranging up to 20 kilometers In VOIP connections In fiber cabling drops from the street to residential customers Quick Check Quick Answer 79 Detailed Answer 105 Quick Answer 79 Detailed Answer 105 Quick Answer 79 Detailed Answer 105 Quick Answer 79 Detailed Answer 105 Quick Answer 79 Detailed Answer 105 Quick Answer 79 Detailed Answer 106 54 Chapter 1 Essentials Exam 21 You join a new division as part of the technical staff of a large company This new division integrates Windows XP workstations with an older network that uses NetWare 4 0 and older software Due to software incompatibility TCP IP is not a viable option Which of the following networking protocols should the Windows XP workstation be using in this network NetBEUI IPX SPX D AppleTalk NWLink 22 Which of the following is not an advantage associated with using TCP IP as the network protocol 0 enables messages
315. l additional drives are added to the system they can be connected and configured to be the primary master drive as long as the original drive is connected configured for some other position Answer C You may need to load device drivers to enable Windows XP to work with the SATA drive Because SATA drives are not native to Windows operating systems you may need to install the manufacturer s drivers so that Windows can recognize the SATA device Download the SATA drivers from the website of the company that manu factured the SATA adapter card or system board you are installing Answer A The Athlon 64 and Athlon 64FX processors employ the Socket 939 939 pin PGA socket Answers B C In some cases the system may detect the presence of the new RAM modules but not be able to correctly identify them If the system s front side bus speed cannot be increased to the maximum capabilities of the RAM modules the memory type displayed during the POST does not reflect the actual memory type installed You should never mix memory types when upgrading a system board If the new memory modules are not technically compatible with the existing memory the old memory should be removed Just because the memory modules are physically compatible does not mean that they will work together in a system Mismatched mem ory speeds and memory styles registered unregistered buffered unbuffered ECC and 0 on can cause significant problems in the operation
316. l the following except copy files control startup of services format volumes gt uninstall programs After you add a new software application to your Windows XP PC it refuses to restart You get a message that a DLL file has been corrupted What can you do to troubleshoot this problem Start the system in Safe Mode and use the Dr Watson utility to identify the failing DLL so that it can be removed Start the system in Safe Mode and access the SystemRoot Windows system32 dlicache folder to copy the correct files into the SystemRoot s system32 directory Boot to the Windows distribution CD and reinstall Windows D Use the SFC utility to extract the original correct versions of the files from Windows files A customer has asked you to troubleshoot her Windows XP Home system The system tries to boot but you receive aMissing NTLDR error message You want to start the system in Safe Mode What of the following items don t load during a Windows XP Home Safe Mode startup Select all that apply Mouse Network adapter Hard drive 0 Printer You are setting up small help desk operation for your company and need to configure Remote Assistance for the employees involved in the new operation Which group can run the Remote Assistance function A The Administrators group The RemoteAssistance group O O 0O Q B C The Power Users group
317. l to protect the network and using a hardware based fire wall What are the differences between hardware and software firewalls Select all that apply hardware firewall typically offers higher levels of protection than a software firewall A software firewall protects only the machine it is installed on A hardware firewall protects only the machine it is installed on D A software firewall typically offers greater performance than a hardware firewall Quick Check Quick Answer 284 Detailed Answer 307 Quick Answer 284 Detailed Answer 307 Quick Answer 284 Detailed Answer 307 Quick Answer 284 Detailed Answer 307 16 17 18 19 20 Domain 4 0 Networks Which well known TCP port is reserved for HTTP traffic O A 23 25 80 0 443 One of your network users cannot see WINS server on the network but he can see other servers on the network What is the most likely cause of this problem The DNS server is not working The DHCP server is not working The WINS server is not working 0 The NSLOOKUP server is not available Which two TCP IP utilities display the address of a known remote location PING NETSTAT IPCONFIG 0 NSLOOKUP Which of the following causes a mapped drive to disappear from a system when it is shut down and restarted The Reconnect at Login option was n
318. lastic parts and dry out rubber components such as the friction rollers in a printer Although alcohol is flammable it is not likely to ignite under normal circumstances Isopropyl alcohol with concentration levels above 70 are adequate for cleaning PC boards and contacts Alcohol with additives such as menthol may leave residues when they dry which can be a connectivity problem 18 19 20 21 22 Domain 1 0 371 Answer C If the system consistently locks up after being on for a few minutes this is a good indication that the microprocessor s fan is not running or that some other heat buildup problem is occurring The key indicator is that the failure is linked to time required to heat up and cool down Answer A The easiest step for testing the operation of a video display monitor is to connect it to the video display adapter in a working PC Answer B There is no upgrade path from Windows 2000 Professional to Windows XP Home Edition Drivers for Windows XP Home have overwritten the original Windows 2000 drivers and the system does not work with the newer drivers it has installed You must perform a clean install of Windows XP Professional to upgrade the system Answer A The loud clicking sound associated with hard disk drive problems is the key to this scenario This is not a symptom associated with the other components Start the system and listen for sounds of the hard drive spinning up a low whine or clicking nois
319. le is missing or damaged the TWAIN application generates an error message when you try to perform a scan operation The scanner application software installs the TWAIN drivers when it is installed You should uninstall and reinstall the scanner s TWAIN software 9 Answer B Smudged print is usually a sign of failure in the fusing section If the fus ing rollers temperature is not sufficient to bond the toner to the page the print smudges when touched 104 Chapter 1 Essentials Exam Objective 5 0 Objective 5 1 1 Answer B Unshielded twisted pair UTP networking cable contains four pairs of color coded individually insulated wires Answer A Bluetooth devices use low power consumption short range radio frequency signals to provide a low cost secure communication link The specification provides three power level range options that include 100 mW 100 meters 2 5 mW 10 meters and 1 mW 1 meter Answer C The 802 1a specification provides up to 54Mbps data rates It operates in the 5GHz frequency range Answer A If you are setting up a relatively small network such as a residential or small office network consider using static IP addressing and assigning each computer a unique address In this case there is no router or DHCP server to perform the dynamic host configuration process to provide automatic IP addressing So static IP addressing is the best option available Answer A typical wireless LA
320. led Answer 101 Quick Answer 79 Detailed Answer 102 Objective 4 0 Printers and Scanners 47 Quick Check 5 Which two of the following indicate the presence of a network Quick Answer 79 ready printer Detailed Answer 102 AUTP network cable connected to the printer An 45 jack on the back of the printer An 5 232 port on the back of the printer An 11 jack on the back of the printer Objective 4 3 Identify tools basic diagnostic procedures and troubleshoot ing techniques for printers and scanners 1 Typically the first test to perform when a printer won t print is the Quick Answer 79 Detailed Answer 102 signal cable check printer self test port loopback test 0 configuration check 2 customer has brought his laser printer into your repair area Quick Answer 79 because it produces a paper feed error when he tries to print a Detailed Answer 102 document Where is the first place to check given this symptom The pickup rollers The compression rollers The developing rollers 0 The registration mechanism 3 One of your customers reports that she is getting poor quality Quick Answer 79 output from her color printer She indicates that the inkjet printer Detailed Answer 102 is producing disfigured graphics What actions should you take to identify the source of this problem Select all that apply Cali
321. led Answer 309 272 Chapter 3 Remote Support Technician Exam Objective 5 3 Identify tools diagnostic procedures and troubleshooting tech niques for security issues 1 When you start up your PC at the beginning of your workday and try to log in to the network server you receive a The system could not log you on error message You have logged to this server several times before so which of the following could be the cause of this message Select all that apply You have mistyped your username or password The network server is down so you cannot be authen ticated You have been locked out by the network s password policy 0 Your network s NSLOOKUP server is not available 2 You have been called because one of your customers wants to encrypt a folder on her drive However when she accesses the folder s properties there is no option to encrypt it Why might this be The folder is located on a FAT partition B The customer does not have adequate permissions to change the attributes of this folder O The folder has been marked as Read Only O D The folder is inheriting its attributes from the partition it is installed in 3 You are working with a public school to improve its networking capabilities As you survey the wireless signal strength levels throughout the facility you find a hidden unauthorized WAP sitting on top of a filing cabinet in a main office
322. led Answer 84 Quick Answer 76 Detailed Answer 84 25 26 27 28 From the figure depicting an ATX motherboard identify the DIMM slots From the figure depicting an ATX motherboard identify the PATA Domain 1 0 Personal Computer Components 11 SoS gt A J K L connectors Cache memory is used to O O O O A B 0 zm 0O increase the speed of memory access B increase the size of memory available to programs C store data in nonvolatile memory D augment the memory used for the operating system kernel What type of device would you expect to find in an AGP slot O O O O A A sound card B An internal modem card C A network interface card D A video adapter card Quick Check Quick Answer 76 Detailed Answer 84 Quick Answer 76 Detailed Answer 84 Quick Answer 76 Detailed Answer 84 Quick Answer 76 Detailed Answer 84 12 Chapter 1 Essentials Exam Objective 1 2 Install configure optimize and upgrade personal computer components 1 One of your customers is having problems with a new CD RW drive he has installed on his system The system originally contained a single PATA HDD and a 52x CD R drive When your customer attempts to make copies of a disc using the CD RW drive he receives buffer underrun errors What suggestions can you give him to improve his copy operations Select all
323. lem A The floppy drive is bad and needs to be replaced B The motherboard BIOS needs to be upgraded C The floppy drive cable has been connected backward D O O The power supply connection to the floppy drive is bad 10 During an attended local installation of Windows XP Professional on a new SATA hard drive you receive a Blue Screen Inaccessible Boot Device STOP error What can you do to overcome this error and install the operating system A Run the Recovery Console from the distribution disc B Partition the drive before beginning the installation process C Install third party drivers for the SATA drive D The MBR area of the hard drive has physical damage that the install program cannot work around You must replace the hard drive Quick Check Quick Answer 281 Detailed Answer 289 Quick Answer 281 Detailed Answer 289 Quick Answer 281 Detailed Answer 289 Domain 1 0 Personal Computer Components 223 Quick Check 11 A user has called in to report that her PS 2 keyboard does not Quick Answer 281 work She has just set up the system in a new location It was Detailed Answer 289 working fine before the move What should you have this user do Install a PS 2 to USB converter on the end of the key board s signal cable and test the keyboard s operation from the USB port Move the keyboard connector to the other PS 2 connector and t
324. leshoot an Internet connectivity problem When you try to ping the site s FQDN the site cannot be located however you can ping its IP address What network function should be checked DNS WINS D FIP When you enter IPCONFIG the Run dialog box you momen tarily see a black box on the display followed by an immediate return to the normal desktop screen What is occurring with this command This is a normal response for running a TCP IP utility from the Run dialog box The network adapter is bad Therefore there is no information for the IPCONFIG utility to return The local host is not communicating with the client computer Therefore there is no information for the IPCONFIG utility to report 0 The TCP IP utility has not been configured on the local machine Quick Check Quick Answer 79 Detailed Answer 107 Quick Answer 79 Detailed Answer 107 Quick Answer 79 Detailed Answer 108 Quick Answer 79 Detailed Answer 108 Objective 5 0 Networks 59 6 After statically assigning an IP address and subnet mask to a Windows XP machine you try to ping the local adapter s IP address but you receive Destination host unreachable message What does this indicate 0 TCP IP has not been loaded into the system The local adapter s IP address has not been initialized TCP IP is not working on the gatew
325. light while it is in operation After you ve removed the outer case from CRT display what Quick Answer 363 precaution should you take before troubleshooting it Detailed Answer 385 Make sure that it s discharged Get clearance from your supervisor Put on an antistatic wrist strap D Disconnect the monitor from the AC power source You are checking over a system that has failed when you discover Quick Answer 363 that it failed because one of the power supply wires running to the Detailed Answer 385 system board was damaged How should you handle this situa tion Cut off the wire even with the power supply housing and troubleshoot the system board for possible faults Splice the two ends of the cable together and apply heat shrink tubing over the repaired area of the wire Cap off the cable using electrical tape 0 Replace the power supply unit When you arrive at your workstation you find three desktop PCs Quick Answer 363 sitting on the floor in front of your workbench You will have to lift Detailed Answer 385 them onto the workbench to work on them Which of the following describes the correct way to lift a personal computer from the floor With knees bent lift with your back With knees bent lift with your arms With knees straight lift with your back D With knees straight lift with your arms 14 Your company is establishing
326. llel with the item being checked D in place of the item being checked A user complains that his monitor displays the wrong colors and that his screen is distorted He has just installed a new video card and a new sound card and attached a set of speakers to the sides of his monitor What is the most likely cause of this problem A The speakers are unshielded The video card is defective O O OO B C The refresh rate is set to low D The monitor is defective Quick Check Quick Answer 179 Detailed Answer 188 Quick Answer 179 Detailed Answer 188 Quick Answer 179 Detailed Answer 188 Quick Answer 179 Detailed Answer 188 Quick Answer 179 Detailed Answer 188 126 Chapter 2 IT Technician Exam Objective 1 3 Perform preventative maintenance of personal computer components 1 You are installing a new hard drive inside a mini tower case The space inside the system unit is limited What action should you take during the installation to maximize the operational life of the new drive O O O A Ensure adequate airflow around the drive unit to prevent it from overheating Lubricate the spindle bearing on the bottom of the drive twice a year Reseat the drive s signal cable periodically to remove any corrosion that may build up during normal operation Run the CHKDSK and DEFRAG utilities on the drive each week 2 A couple of hours after you install a new processor upgrad
327. load some old company data that has been stored on floppies When he turns on the machine it does not work and the FDD activity light stays on all the time What is the most likely problem given this information O O O O A B The FDD signal cable is installed incorrectly The system needs drivers for the floppy drive The FDD is the wrong size He needs to flash the BIOS to accommodate the floppy drive The floppy drive needs to be configured using the jumpers on the back of the drive You are trying to implement procedures to increase the productivi ty of your repair and maintenance staff What activity can you have each member perform to prevent redundant steps and efforts in troubleshooting a problem Document each troubleshooting step and its outcome Identify the source of the problem before beginning the troubleshooting process Start at the beginning of the troubleshooting process and do not skip troubleshooting steps Interrogate the user to determine how to conduct your troubleshooting process efficiently Quick Check Quick Answer 76 Detailed Answer 86 Quick Answer 76 Detailed Answer 86 Quick Answer 76 Detailed Answer 86 Domain 1 0 Personal Computer Components 17 Quick Check 6 Acustomer wants you to install an additional PATA drive in her Quick Answer 76 system so that she can move her growing collection
328. locking mechanisms that prevent the light source from moving inside the housing during transportation If the light source is on but does not move when the system applies a scan request refer to the scanner s docu mentation to determine whether your scanner has a locking mechanism If so check to make sure that the scanner is unlocked Answer A Nearly every printer is equipped with a built in self test The easiest way to determine whether the printer is at fault is to run its self test routine If the self test runs and prints clean pages most of the printer has been eliminated as a possible source of problems The problem could be in the computer cabling or interface por tion of the printer If the printer fails the self test it is necessary to troubleshoot the printer s problem Answers A IrDA communication is based on infrared light which needs a clear line of sight to travel between the host and peripheral Ambient light does not interfere with infrared light A Under the IrDA specification the two devices need to be aimed almost directly at each other within 15 and less than 2 meters apart The IrDA fea ture relies on the PC s serial port circuitry and must be enabled in the CMOS Setup utility before it can be used B Answer A Normally if a printer is not producing anything in a Windows environment even though print jobs have been sent to it you should check the print spooler to see whether any particular
329. ly you probably won t realize that a numeric keypad is associated with the key board small numbers are embossed on the alpha keys You can disable the Num Lock On setting using the Fn key along with a designated function key also denoted by a small numeric keypad icon 6 Answer B When dealing with portable PCs you should check that your wireless network adapter is switched on Some laptops come with buttons that can be used to disable the wireless network function when not in use This power saving feature is used to extend the battery cycle life 7 Answer D In this case the touchpad is probably defective and needs to be replaced Touchpads are sealed units and typically not susceptible to environmental dirt However if a film is allowed to build up on the pad s surface it can affect its capability to detect the presence of the fingertip and cause erratic operation In this case there is no reason for the touchpad to get dirty in your travel bag Also there is no reason for the drivers to go bad traveling in your travel bag There is a chance that the touchpad connection to the system board has become intermittent 8 Answer A Most portables offer standard connectors to enable full size keyboards and VGA monitors to be plugged in The VGA connector standard is a 3 row 15 pin D shell type DE 15F The portable s Fn key can be used to redirect the video output to the external VGA port Check the user s guide for directions i
330. ly for the purpose of managing video driver problems Under this option the system starts normally except that it loads the standard Windows VGA display driver that every VGA adapter should run with Answer A When a red X appears at the device s icon the device has been disabled due to a user selection The disabled device continues to consume system resources but no protected mode driver is loaded for it Answer A To activate the Windows XP System Restore Wizard navigate the Start All Programs Accessories System Tools path and then select the System Restore option from the menu Answer B The Windows 2000 XP System Information utility provides five subfolders of information about the system These folders include a system summary a list of hardware resources being used a list of 1 0 components in the system a description of the system s current software environment and a description of the Windows Internet Explorer Answer B The Device Manager displays an exclamation point inside a yellow field whenever a device is experiencing a direct hardware conflict with another device The nature of the problem is described in the device s Properties dialog box Answer A You should access the Event Viewer utility and expand the System node to view the event log of system events such as loading the networking services Even if no desktop is available you can restart the system in Safe Mode and access the Event
331. m Plug the external monitor into the external VGA connector and reboot the notebook until the external monitor is recognized D Simply plug the external monitor into the external VGA connector and the system will detect it You want to configure your Windows XP based notebook PC to Quick Answer 361 go into Hibernate mode when you close the cover This will enable Detailed Answer 375 you to save battery power when you have to relocate from one location to another From the Windows XP Control Panel how do you force the notebook into Hibernate mode when the cover is closed Start All Programs System Tools Power Options Hibernate B Start Control Panel Power Options Hibernate tab Enable Hibernation Start Control Panel Power Options Advanced tab Enable Hibernate Support 0 Start Settings Power Options Hibernate Enable Domain 2 0 Laptop and Portable Devices 341 Quick Check 10 You are examining a user s notebook PC because she has com Quick Answer 361 plained that the LCD display is producing a fuzzy blurry image Detailed Answer 376 What is the most likely cause of this condition The notebook s video is not working in its native resolution LCDs cannot produce fuzzy images The wrong drivers have been installed for the video display and need to be replaced 0 The notebook s video resolution is set incorrectly 11 You have a
332. m Answer D As the laser writes on the drum the drum turns through the toner powder which is attracted to the charged image on the drum The developer roller in the toner cartridge turns as the drum turns and expels a measured amount of toner past a restricting blade A regulating AC voltage assists the toner in leaving the cartridge but also pulls back some excess toner from the drum Excess toner is recycled within the toner cartridge so that it can be used again If the regulating AC voltage provided by the high voltage supply is not correct excess toner can be spilled out into the body of the printer Answer D When troubleshooting a printer you first should check the lights on the control panel and noise Answers A B The paper trays have a complex set of sensors and pickup mecha nisms that must all be functioning properly to begin the paper handling A A mechanical arm and photo detector are used to sense the presence of paper in the tray If these switches are set incorrectly the printer could print a page that was sized incorrectly for the actual paper size B Answer A If you remove the portable from its AC source it should run from its DC battery source If not its battery may simply be poorly seated discharged or it may be defective Answers C D Faults in the print output that occur at regular intervals along the page are usually caused by mechanical problems When roller and transport mechanisms begin
333. m and the warranty s policies Tell the customer that you are leaving because you cannot complete the work without his agreement Agree to disagree with the customer and start working on the problem knowing that your company is going to bill the customer for the work Escalate the discussion to your supervisor 6 Your customer has been given a specific timeframe for completion of work you are doing As the deadline approaches you can tell that the work is not going to be completed on time What should you do first in this situation O Q O A Tell the customer the work cannot be done by the deadline and ask the customer for an extension Call your supervisor to let her know the work will not be done on time Keep working until the customer checks on your progress Tell the customer that you can t get the work done on time and that you will keep working until the job is completed Quick Check Quick Answer 285 Detailed Answer 312 Quick Answer 285 Detailed Answer 312 Quick Answer 285 Detailed Answer 312 276 Chapter 3 Remote Support Technician Exam 7 A customer is explaining a problem that you recognize but his assumption about the cause is incorrect How should you handle this Give the customer a complete technical description of the situation so that he sees the error in his thinking B After the customer finishes explain what you know the problem to be
334. m board s chipset circuitry and are enabled disabled through its CMOS Setup utility Answer A The monitor s signal cable connects to a 3 row 15 pin female D shell con nector at the back of the system unit Answer B Each time a new device is added to the system more electrical power is required For example upgrading the processor can easily increase the power con sumption by more than 20W Replacing RAM with faster RAM devices increases power consumption as well Simply increasing the installed memory from 128MB to 1GB more than doubles the power consumption of the system s memory that is from 6W to over 12W Adding high end video adapters used for games may consume up to 100W A typical hard disk drive can require up to 20 or 30W each 186 17 18 19 20 Chapter 2 IT Technician Exam Answer C Professional service technicians use grounding straps to minimize the chances of electrostatic discharge ESD during normal computer maintenance work involving MOS devices These antistatic devices can be placed around the wrists or ankle to ground the technician to the system being worked on These straps release any static present on the technician s body and pass it harmlessly to ground potential Answer B The ground plug on a standard power cable is the best tool for overcoming ESD problems The ground lead prevents hazardous charge buildups in the circuitry that protects property and life To avoid damaging stati
335. mat Wash your hands to remove ESD D Unplug the PC from the power outlet 2 What action should be taken prior to cleaning the exterior of a Quick Answer 183 CRT monitor Detailed Answer 210 Unplug the monitor from the system unit Turn off the monitor Wipe the display with an antistatic cloth 0 Unplug the monitor from the power source 3 You are setting up computers in a 911 response center Quick Answer 183 community near a power generating station The incoming power Detailed Answer 210 is known to frequently have significant surges and sags in the line voltage What device should you install to protect the office computers from damage keep them online during emergencies and prevent loss of data from the power line surges and sags OOO O A B D A power line filter A power strip A surge suppressor A UPS system You find water dripping from the ceiling in the server room which Domain 7 0 Safety and Environmental Issues 171 of the following should you do first You live a brownout prone area What precaution should you take to protect your Windows XP Home system and data A O O O A Notify building maintenance B Notify the network administrator 0 Immediately turn off the servers Place a note in the server room logbook Install a UPS B Install a power strip 0 Install a power filter
336. material on his machine B Confiscate the disc and report the user to his supervisor Refuse to install the software but let the user know that it is okay if he does so himself 0 Report the user to the software manufacturer to make sure that you have no legal liability in this matter Domain 8 0 Professionalism and Communication 173 3 A customer asks you to perform work outside the scope of the contract the organization has with your company What should you do Call your supervisor describe the requested additional work and proceed as directed Offer to do the work after hours because this is such an important customer Refuse the work because it is not part of the scope of work you have been given Inform the customer that the additional work will cost extra and perform the requested work 4 While troubleshooting a customer s computer you discover that it is infected with a virus and after several unsuccessful attempts to remove the virus you decide that you need to reformat the drive and start over What is the best way to tell the customer that you must reinstall the operating system Tell the customer you must kill and then reinstall the system Tell the customer that you cannot remove the viruses and must reinstall the operating system and that some data might be lost Tell the customer that you must reinstall the operating system an
337. me connection speed and signal strength and number of packets sent and received Answer The IPCONFIG utility can be started with two important option switches renew release These switches are used to release and update settings received from a DHCP server Normally the renew option often works without a preceding release operation However this approach sometimes fails requiring the release operation to be performed first Answer A The loopback address and IPCONFIG utilities work locally and do not send traffic across the network TRACERT shows connections but it uses slightly more bandwidth than performing a PING operation on the local gateway address Answer A First check the link light on the card if present the card and cable are good The router affects everyone else on the network segment so if it were defective other users would also be having problems The second most efficient check is the cabling cabling is the leading cause of network problems Answers A C Hardware firewalls do typically offer higher levels of protection than software based firewalls Hardware firewalls are typically installed between the modem and router in some cases they are built into the router So they protect the connec tion between the outside network and the internal network On the other hand soft ware firewalls such as the Windows Firewall utility protect only the computer where they are installed from outsid
338. med B Educate the customer about how you fixed the problem Train your coworkers about the steps you took to repair the problem 0 Identify any additional steps needed Quick Check Quick Answer 281 Detailed Answer 288 Quick Answer 281 Detailed Answer 288 Quick Answer 281 Detailed Answer 288 Domain 1 0 Personal Computer Components 221 5 After you install a network adapter card you try to start the PC and nothing happens What is the most likely cause of this condition A O O The adapter is not seated properly in the expansion slot Remove it and reinstall it You ve forgotten to reconnect the PC to the AC power outlet The adapter is incompatible with the operating system version that s installed Check its HCL for a compatible replacement The installed drivers do not operate the new adapter card Remove the existing video driver and allow the PnP process to find it and load the correct drivers 6 A friend has called you after attempting to install a new video card and it doesn t produce any video output When you examine the system you see that the system board has an onboard video connector What should you do to get the system running O O O A Remove the adapter card based video adapter card and restart the system Restart the system in Safe Mode access the Device Manager utility and disable the driver for the
339. mer step by step description of your troubleshooting process Offer to let the customer speak to your immediate supervisor Install the RAM and then show the customer the difference in the system s operation Go online with the customer or use a troubleshooting reference to back up your diagnosis of the problem Objective 8 0 Professionalism and Communication 73 3 You have been called into your service manager s office and told that your communications with your subordinates tend to be over ly assertive at times The manager explains that some of your assertiveness is good and some is counterproductive Which of the following is an example of good assertive communication Telling a coworker 1 don t think you know what you re doing B Telling an employee If you don t get this job finished today will fire you Saying Your work makes you look incompetent to a coworker 0 Saying You will have to stay on task to get this project done on schedule to an employee 4 Acustomer spends several minutes telling you the problems he is having with his PC You are reasonably sure that you comprehend the problem so how should you handle the customer at this point Repeat each portion of the problem back to the cus tomer for verification B Report the problem to your supervisor to let her know why your call is taking so long to complete T
340. mpare the contents of two disks OOO 6 A B DISKCOMP 0 DISKCMF DISKCOPY DISKCMD Quick Check Quick Answer 77 Detailed Answer 92 Quick Answer 77 Detailed Answer 92 Quick Answer 77 Detailed Answer 92 Quick Answer XXX Detailed Answer XXX 28 Chapter 1 Essentials Exam What key combination opens the Start menu in Windows XP Cirl Esc Alt Esc Cirl Alt Esc D Shift Esc Which Windows utility be used to automate many routine or periodic functions The Scheduled Tasks tool The Task Manager utility The Device Manager D The MSCONFIG utility What type of kernel structure does the Mac OS X operating sys tem employ 0 UNIX New Technology Longhorn To view the status of a local area network LAN connection in a Windows XP Professional system you should check under My Network Places Network Monitor Network Neighborhood Network Monitor My Computer Network Connections Control Panel Network Connections What action occurs if you type Del at the Windows command prompt from the drive The entire contents of the drive are deleted The current directory and all its subdirectories are deleted 0 The current file is deleted from the folder Quick Check The entire contents of the current direc
341. mple causes such as the printer not being plugged in to the power source or not being connected to the host computer In this case the nighttime cleaning crew may have disconnected the printer to clean and then simply forgotten to plug it back in Answer C Some scanners have locking mechanisms that prevent the light source from moving inside the housing during transportation If the light source is on but does not move when the system applies a scan request refer to the scanner s documentation to determine whether your scanner has a locking mechanism If so check to make sure that the scanner is unlocked Objective 4 0 103 7 Answer From the printer s properties window select Spool Settings and select the Print Directly to the Printer option If the print job goes through there is a spooler problem If not the hardware and printer driver are suspect To check spooler prob lems examine the system for adequate hard disk space and memory Also try cancel ing the top print job in the spooler and then try to print again If an Enhanced Metafile EMF Spooling option is selected in the Print Processor page change it to a RAW for mat option and try printing again 8 Answer C One of the most common types of drivers associated with scanners is the TWAIN driver The TWAIN interface specification was designed to enable different types of image acquisition devices to communicate with TWAIN compatible applica tions If a TWAIN fi
342. n different NTFS partitions on different drives can change the security level of the files Migrating NTFS data to a partition that has lower permission levels than the original partition causes the data to inherit the lesser permissions of the target folder Answers A D The Modify permission enables users to modify and delete the file and to perform all the activities associated with the Read Write and Read amp Execute per missions The Full Control permission enables the user or group to take ownership of the file and to change its permissions as well as perform all the other activities possi ble with all the other permissions Answer D By default only members of the Administrators and Power Users groups have the ability to install applications in a Windows domain Members of other Windows groups do not have this ability unless they are given it by a Group Policy or inherit it through a group association Answer D Power Users is a special group that has permissions to perform many management tasks on the system but does not have the full administrative privileges of the Administrator account Power Users can create and manage users and groups that they create Also they do not have access to files and folders on NTFS volumes unless they are granted permissions to them through other sources There are no members in this group when it is created Answer B The most efficient method of assigning large groups of users
343. n force your knowledge about different issues involving installing configuring and troubleshooting personal computer systems Who Is This Book For If you have studied the content material for one of the A exams and feel you are ready to put your knowledge to the test but you re not sure that you want to take the real exam yet this book is for you Maybe you have answered other practice questions or unsuccessfully taken the real exam reviewed and want to take more practice questions before going to take the real exam In that case this book is for you too Even when the exam is done and you have passed with fly ing colors and have the A certificate in your pocket keep this book handy on your desktop to provide answers to your everyday PC installation configura tion and troubleshooting issues What Will You Find in This Book As we mentioned earlier this book is all about practice questions The practice questions in the book some very easy and others with a little complicated prob lem scenario all are aimed at raising your confidence level before writing the real exam You will find questions that in fact you will face in real life This book is organized according to the four exams presented by the Computer Technology Information Association CompTIA for A certification Each chapter corresponds to one of these exams beginning with the prerequisite Essentials exam followed by the IT Technician exam the Remote Sup
344. n and then click the Resources tab Navigate Start Settings Control Panel double click System and select the Resources tab Open the Device Manager and double click the device driver s name then click the Resources tab 12 What is the proper path to activate the Windows XP System Restore Wizard O O O Start All Programs Administrative Tools Backup System Restore Start All Programs Administrative Tools System Restore Start All Programs Accessories System Tools System Restore Start All Programs Backup System Restore Quick Check Quick Answer 180 Detailed Answer 193 Quick Answer 180 Detailed Answer 193 Quick Answer 180 Detailed Answer 193 Quick Answer 180 Detailed Answer 193 13 14 15 16 17 Domain 3 0 Operating Systems 137 Quick Check What are the primary characteristics of an active partition Quick Answer 180 Detailed Answer 193 It is the logical drive that the system boots to It be divided into 23 logical drives It cannot be deleted if logical drives have been defined within it D Itis the first partition on the drive What are the primary characteristics of an extended partition Quick Answer 180 Select two correct answers Detailed Answer 193 Itcan be divided into 23 logical drives O O It is the first partition on the drive It cannot be delet
345. n a piece of equipment at the customer s facility you could check to see who is calling If the call is from someone you think you should speak with or is a call you think it is important to take answer the call keep the con versation to a minimum and call the other party back after you finish the customer s job If you are in the customer s immediate presence when you see that a call could be important tell the customer that you must take the call and excuse yourself from her presence to respond to the call Answer If you are exposed to illegal software or pornographic material a cus tomer s computer you should report this to your supervisor If you discover illegal software or pornographic material on one of your company s computers report it to the proper authority in your organization provided you are not authorized by your company s policies to handle this situation yourself Answer If you damage a customer s property in the process of your work you should take responsibility for the damage Hiding inflicted damage or passing it off on the customer can put you and your company in an embarrassing situation if it comes into question When damage occurs make sure that you document the extent of the damage and the circumstances surrounding how it occurred Let your management know and then let the customer know Your company probably has policies in place that spell out your responsibilities in this area
346. n or your capabilities take the initiative to move it to the next level of authority Never leave customers hang ing without a path to get their problems addressed Provide alternatives when possi ble downtime scheduling loaner equipment availability and so on This is also true for requests for work to be performed that are outside your assignment or your com pany s agreement with the customer Escalate the request so that management can take proper action in deciding how the particular customer should be handled Answer B Along with reporting damage to customers when it occurs you will occa sionally have to give customers other types of bad news such as you can t repair the system or recover the data from a damaged drive The best way of giving bad news is to simply give it to the customers as soon as you have determined the extent of the problem and be honest with them about the extent of the problem they have Avoiding giving customers the bad news or delaying it only wastes the customers time and can cause them to doubt your abilities Answer A The best tool for training users is typically the actual equipment or soft ware they will be expected to use If you are coaching one or two users it is best to pull up a chair and get to an equal level with them This allows you to make the train ing more personable and less formal Use the documentation that comes with the hardware or software as part of the training process Point o
347. n redirecting the video back to the main display 9 Answer B In Windows 2000 and Windows XP the power management functions are located in the Control Panel under the Power Options icon These functions include options for configuring hard drive and display shutdown times as well as standby mode timing and system hibernation functions Standby settings are confgured under the Power Schemes tab whereas the hibernation function is enabled under the Hibernate tab Enable Hibernate Support in Windows 2000 and Enable Hibernation in Windows 376 10 11 12 13 Chapter 4 Depot Technician Exam Answer A The construction of LCD displays prevents them from providing multiple resolution options as an adapter driven CRT display can The resolution of the LCD display is dictated by the construction of the LCD panel and this value is known as its native resolution To display image signals specified in higher or lower resolutions DVD HDTV and so on requires the video display system to convert the image to the native resolution to be displayed correctly If the display image has more pixels than the display s native resolution it loses some of its picture information and sharpness when displayed On the other hand if the image has fewer pixels than the display you see all the pixels displayed but there is no increased quality because of the additional resolution capabilities of the display The additional picture elements adde
348. n the internal network and must be made available to external customers you can configure a filter to open the firewall to let just that service pass through Normally these filters are configured around services recognized by the TCP and UDP Transport layer protocols These protocols use port numbers to identify specific processes such as HTTP or FTP The port num bers for FTP services are 20 and 21 Answers one of the WPA versions is not an option you should enable WEP with 128 bit encryption In addition after you ve installed and authenticated all the wireless clients you should set the SSID Broadcast option to Disabled so that outsiders do not use SSID to acquire your address and data Also change the SSID name from the default value if you have not already done so Answer D Windows client cannot locate a DHCP device when it starts up on the network it defaults to an unused pseudorandom IP address in the 169 254 net work and a subnet mask of 255 255 0 0 This provides an important clue that DHCP problems are occurring in a DHCP environment Answer D Attempt to ping a known IP address PING is a tool used to check con nectivity between IP hosts such as between workstations or between workstations and servers Answer B The Windows Wireless Network Connection Status utility is built into all Windows XP versions and provides connection status network name SSID length of current connection ti
349. n to make certain that it stays focused If you simply let the con versation go in any direction you may waste a significant amount of the customers and your time Also you re the one with the knowledge of what might cause problems The customers may not have good diagnostic skills or system knowledge so they will not know how to optimize the conversation 116 Chapter 1 Essentials Exam 4 Answer D Avoid arguing with the customer When you do reply remain calm talk in a steady voice and avoid making inflammatory comments After the customer has poured out the full story try to redirect the conversation to creating solutions to the problems Go over the important details one at a time and explain how you will handle each concern or whom you must turn to for a final answer 5 Answer Avoid distracting employees while you are working at a customer s site Ask permission to use the customer s facilities such as the telephone copier or other equipment In this case there is no reason for you to answer someone else s telephone unless he has specifically asked you to CHAPTER TWO IT Technician Exam Quick Check Practice Questions Domain 1 0 Personal Computer Components Objective 1 1 Install configure optimize and upgrade personal computer components 1 After you upgrade your system board processor from a 2 8GHz Quick Answer 179 Pentium D 820 to a 3 6GHz Pentium D 960 the system tries to Detaile
350. ncluding wireless RF infrared paral lel SCSI and USB connections Which printer interface is fastest for a local printer O A SCSI 802110 USB D IrDA 3 Which of the following printers can produce photographic quality Quick Answer 78 continuous tone images Detailed Answer 100 Dot matrix printer Dye sublimation printer Direct thermal printer D Thermal wax transfer printer 4 What printer type produces print by squirting ink at the page Quick Answer 78 O l ser Detailed Answer 100 B Thermal O Inkjet O D Dot matrix 44 Chapter 1 Essentials Exam 5 Which of the following statements is correct regarding direct ther mal printers and thermal wax transfer printers O O O O A Thermal wax transfer printers require special thermal paper on which to print In the thermal printer the print head moves across the page The early fax machine technology was based on direct thermal printing Both direct thermal printers and thermal wax transfer printers are available in monochrome version only 6 What type of printer delivers ink to the page by applying power to an electromagnet which in turn forces a wire to strike an inked ribbon O O O O m gt A laser printer A drum printer An inkjet printer A dot matrix printer 7 Ina laser printer a positive charge on the transfer corona wire causes O A the positive
351. nd prompt Quick Check Quick Answer 78 Detailed Answer 97 Quick Answer 78 Detailed Answer 97 Quick Answer 78 Detailed Answer 97 Quick Answer 78 Detailed Answer 97 Objective 3 0 Operating Systems 39 17 Under what conditions should you consider manually establishing a Restore Point Select all that apply Whenever you can t get into Safe Mode to reconfigure the driver loading process Before you install a new application program and it Creates problems with the system that uninstalling it does not resolve Anytime you need to get back to a point where you know the system was functioning correctly Before you update a driver and it appears to cause problems with the system that rolling back the driver does not resolve 18 In Windows how do you test the print spooler if the printer won t print D gt Use BOOTCFG to check the disk integrity Print directly to the printer port Change the printer cable Print from the command line 19 Under what conditions should the standard Safe Mode startup option be used When an application does not start from the desktop O O the command line When Windows displays aRegistry Failure error message When Windows does not start after the Starting Windows message appears When Windows needs to load Real Mode drivers for a device instead of its em
352. nds the Last Known Good Configuration operation by allowing the system to be rolled back to predetermined Restore Points established when the system was operational Answer A The System File Checker utility SFC EXE is a Windows 2000 command line utility that checks the system s protected files for changed deleted or possibly corrupted files SFC can be used to verify that the protected system files are the appropriate versions and to verify and replace files the dl lcache folder The latter ensures that files used to replace invalid operating system files are actually valid 298 26 27 Chapter 3 Remote Support Technician Exam Answer B Conducting a Remote Assistance session requires that both the user and helper actively participate in establishing the connection A Remote Assistance session is established in three phases The user requiring support sends a Remote Assistance invitation to the helper the helper responds to the invitation and the user accepts the helper s assistance Answer If the My Network Places window is empty or if its icon is missing networking connections may have not been established If this is the case you must correctly configure networking on the local unit to connect to any other computers on the network The other possibility is that the Desktop icons are simply hidden as they generally are by default This can be corrected through the Start Control Panel Display Desktop tab
353. ned primarily to allow for message fragmenta tion and reassembly TCP IP calls for data to be grouped together in bundles called network packets Because of its capability to connect to many types of computers and servers TCP IP is used in the majority of all computer networks and is the preferred network protocol for all current Windows operating system versions However the basic TCP IP protocol does not offer a high level of encryption for the IP packet although additional protocols from the TCP IP suite of protocols such as IPSec can be added to perform this function Answer A Plenum rated cables are suitable for use in plenum and other spaces used for environmental air because of their fire resistant and low smoke producing characteristics If catching fire the cables located in a plenum area give off toxic gases which spread throughout the facility via the air circulation system Answer C Analog modems are used for dial up networking through the traditional telephone lines Their maximum transmission speed tops out at 56kbps Also they do not use broadband transmission techniques The other technologies employ digital modems and are all considered high speed broadband devices with the exception of an ISDN BRI connection that operates at sub T1 speeds which sets the limit for broadband badging making BRI a narrowband technology Objective 5 2 1 Answer D Wireless network computers use a network interface card 802 1 1a b
354. ned to serve different physical topologies 0 Hubs have the capability to direct packets to the correct network segment using MAC addresses Which of the following are legitimate parts of a fully qualified domain name Select all that apply Protocol type Hostname Destination address 0 Domain name Which of the following encryption protocols can be used for 802 119 wireless networking Select all that apply WEP SSID WPA2 0 MS CHAP Which of the following statements are true concerning Telnet It runs ina pop up window the remote PC It sends encrypted data across the connection Itallows others to gain control of your D Itallows you to use the resources of computers running other operating systems What does the DNS service do for PCs and other networking equipment connected to the Internet resolves last names to IP addresses resolves user names to IP addresses It resolves computer names to IP addresses D It resolves host names to IP addresses Quick Check Quick Answer 283 Detailed Answer 303 Quick Answer 283 Detailed Answer 303 Quick Answer 283 Detailed Answer 303 Quick Answer 283 Detailed Answer 303 Quick Answer 283 Detailed Answer 304 256 Chapter 3 Remote Support Technician Exam Quick Check 11 What function does the LDAP protocol pro
355. nel and avoids potential bus contention issues between the drives Answer RAID1 provides redundancy through a mirrored drive arrangement The second drive has an exact copy of the first drive If either drive fails the system con tinues to operate and the information can be copied back over to a replacement for the failed drive without interrupting the system s operation 8 10 11 12 13 14 15 16 Domain 1 0 185 Answer A DRAM devices are the fastest accessed devices in the list They must be quick enough to operate directly with the microprocessor and can be read from and written to as needed Most secondary memory systems for computers have involved storing binary information in the form of magnetic charges on moving magnetic sur faces however optical storage methods such as CD ROM and DVD have moved to rival magnetic storage for popularity Magnetic storage has remained popular because of three factors low cost per bit storage intrinsically nonvolatile nature and progres sive evolution in capacity However secondary memory systems are not nearly as fast as lower capacity volatile memory devices used for primary memory systems Answer C Typical Pentium based system boards include two independent enhanced IDE controllers to handle the hard disk drive CD DVD hosting function Each controller can handle up to two PATA drives This provides the PC with the capability to control up to four PATA
356. nfiguration settings and data so that the system can be rebuilt quickly in the event of a failure C data that has changed since the last major backup D tagged files and folders 4 You are setting up a SOHO network by connecting several Windows XP computers to a router which in turn provides access to a broadband Internet connection What steps should be taken to protect the network from attack OOOO A Enable the Windows Firewall feature on each machine B Establish a unique SSID on each machine 0 Configure MS CHAP authentication on each machine Enable a unique WEP key for each machine Quick Check Quick Answer 80 Detailed Answer 109 Quick Answer 80 Detailed Answer 109 Quick Answer 80 Detailed Answer 109 Quick Answer 80 Detailed Answer 109 Objective 6 0 Security 61 5 Which of the following are wireless encryption protocols Select all that apply WEP 0 CHAPS WPA SSID 6 member of the Power Users group has been trying to access the files of a user who has left the company However she can t get into them Why is this Power Users don t have access rights to user s files 7 You have been asked to connect a single Windows XP system to a and folders unless they created the user or they have been granted permissions through some other source Only a file s owner or an administrator can access secured files
357. nize the printer a Found New Hardware Wizard appears and you need to select the proper driver from a Windows list or supply an OEM driver from a disc If the operating system does not detect the printer you must install it using the Add Hardware Wizard D Increasingly manufacturers of USB printers instruct you to run their installation software that comes with the device before connecting it to the computer and turning on the printer 102 4 Chapter 1 Essentials Exam Answer C Printers can be installed using USB buses SCSI buses or infrared ports but not the SATA bus The SATA interface is a systems level interface that is a stan dard disk drive interface However this interface has not been adapted as an external interface for printers Answers A It is relatively easy to determine whether a printer is networked by the presence of a coaxial or a twisted pair network signal cable connected directly to the printer The presence of the RJ 45 jacks on the back of the printer also indi cates that the printer is network capable even if it is not being used in that manner Objective 4 3 1 Answer B Nearly every printer is equipped with a built in self test The easiest way to determine whether a printer is at fault is to run its self test If the self test runs and prints clean pages most of the printer has been eliminated as a possible source of problems Answer A Most paper feed errors are related t
358. nly include an icon on one of the function keys With the latter arrangement you can disable the NumLk On setting using the Fn key along with a designated function key also denoted by a small numeric keypad icon Answer D The first step in troubleshooting USB problems is to check in the CMOS Setup utility to make sure that the USB function is enabled there If the USB function is enabled in BIOS check in the Windows Control Panel System Device Manager to make certain that the USB controller appears there Answers A B C A Ask the user to demonstrate the procedures that led to the mal function in a step by step manner This communication can help you narrow down a problem to a particular section of the computer B Determine if the unit ever works If the unit has been working take note of the environment in which the equipment is being used and how heavy its usage is If the unit has never been used the problem might occur during the installation and configuration C Most PCs have reasonably good built in self tests that run each time the computer is powered up These tests can prove beneficial in detecting hardware oriented problems within the system A numerically coded error message or written description of the error is issued for a self test failure or configuration mismatch Answer D During the POST the operation of the keyboard hard disk drive and CMOS is tested Therefore most problems with these hardware devices should
359. notebook PC type and configuration the way it is being used lots of disk disc accesses and the battery type and its age Answer B An improved type of LCD places a transistor at each of the matrix row column junctions to improve switching times This technology produces an active matrix display that employs thin film transistor TFT arrays to create displays that tend to be brighter and sharper than dual scan displays However TFT based LCD panels also tend to require more power to operate and are more expensive to produce than panels using other LCD technologies Answer A The PC Card Type II cards are 5mm thick and support virtually any tradi tional expansion function except removable hard drive units Answer C The PCMCIA bus standard was introduced primarily to accommodate the notebook and subnotebook computer markets Later a small form factor expansion card format referred to as the PC Card standard was also adopted for use Today the terms PC Card and PCMCIA are used interchangeably when describing any portion of the PCMCIA standard although the PCMCIA term has largely been abandoned in favor of the PC Card terminology Answer C Portable power supplies also referred to as AC adapters convert commer cial 120VAC voltage into a single low DC voltage that the portable computer can use to power its components and recharge its batteries Answer D The external power supply used with portable systems basic
360. notebook PC with no display on the built in LCD panel Quick Answer 361 What should you do first to troubleshoot this condition Detailed Answer 376 Plug an external video monitor into the external VGA connector and redirect the video output to that port B Restart the system enter CMOS Setup and ensure that the default onboard video option is enabled O Press the Fn key and F5 function key to redirect the video output to the LCD display O D Reboot the notebook until the internal display is recognized 12 What is the fastest way to verify that a PC Card is being Quick Answer 361 recognized by a Windows 2000 system and that it is working Detailed Answer 376 correctly Access the Windows Event Viewer in the MMC and verify that the PC Card is functioning B Access the Hardware Profile tab under the Control Panel s System icon and check the status of the PC Card Access the Add New Hardware Wizard in the Control Panel and check the status of the PC Card 0 Access the Device Manager under the Control Panel s System icon and check the status of the PC Card 342 Chapter 4 Depot Technician Exam Quick Check 13 If the mouse attached to your portable computer does not work Quick Answer 361 but the touchpad unit does what step should you take to get the Detailed Answer 376 mouse working correctly Switch the mouse to the other USB slot to acces
361. nswer 293 Domain 2 0 Operating Systems 233 6 You want to upgrade to Windows XP Professional but you re not sure that your system can support it What should you do to make sure that the system will support the upgrade Run the HCL utility from the distribution CD Run the ACL utility from the distribution CD Run the Upgrade exe utility from the distribution CD D Run the Checkupgradeonly utility from the distribution CD 7 You have been called in to troubleshoot a PC whose hard drive appears to be running slow The system is not connected to the Internet and has only occasional usage When you examine the system you see that the primary hard drive is nearly full What actions are required to clear up this condition Select all that apply The MSCONFIG utility needs to be A defrag operation should be run O C D O The drive needs to be repartitioned and reformatted The Windows Disk Cleanup utility needs to be run 8 After updating your network adapter card in your Windows XP system you want to update its drivers What is the path you need to navigate to update the network adapter drivers Navigate Start All Programs Accessories System Tools System Configuration and then select the Upgrade Driver option from the menu Navigate Start Control Panel Add Hardware The Hardware Wizard then detects the new driver and installs
362. nswer B Thermal printers relied on special heat sensitive or chemically reactive paper to form characters on the page Thermal printing techniques use heated ele ments to burn or melt dot pattern characters on special paper There are two types of thermal printers direct thermal printers and thermal wax transfer printers Answer C The IEEE has established specifications for bidirectional parallel printer cables IEEE 1284 These cables affect the operation of EPP and ECP parallel devices Answer B A thermal fuse protects the fuser assembly from overheating If the tem perature of the fuser is not controlled correctly it might cause severe damage to the printer as well as present a potential fire hazard Answer D Tractor feeds are used with very heavy forms such as multiple part continuous forms and are most commonly found on dot matrix printers Answer B A high voltage applied to the primary corona wire creates a highly charged negative field that conditions the drum to be written on by applying a uniform negative charge 600 to it Objective 3 2 1 Answer C As with all IrDA connections the distance and angle of transfer are limited The recommended clear distance between the two devices is 1 meter and the maxi mum angle between the transmitter and receiver is 15 Answer D The density of the printout from an inkjet printer can be adjusted through its printing software However when the print becomes not
363. ntify a compressed file in Windows 2000 Select Quick Answer 281 all that apply Detailed Answer 292 The file or folder is listed in a second color The file or folder is listed in The file or folder shows an archive compressed attribute listing in Windows Explorer when the Advanced Attributes option is selected 0 The file or folder is given a vice clamp icon Domain 2 0 Operating Systems 231 Objective 2 2 Install configure optimize and upgrade operating systems 1 You have a Windows XP based portable system and you want to use different 1 0 equipment when the system is in its docking station than when you are using it on the road You don t want to have to reconfigure the computer each time you leave the office and return What Windows XP feature can you use to avoid this situation Ifthe system is PnP compliant different hardware profiles are created by the Windows XP operating system when the computer is docked and undocked So simply turn on the system in both configurations and accept the profiles generated Manually configure the computer with both hardware profiles you want to use Select the desired profile from the Start menu after startup Allow the Windows operating system to detect the notebook configuration when it is out of the docking station Then manually configure a hardware profile for when the docking station is connected Select the
364. ntry in the View menu and select the Read Only option 9 You need to share a folder with several of your coworkers What is the path you must use to establish sharing on this folder in Windows XP Professional Right click on the desired folder select the Properties option from the menu and then click on the Sharing and Security tab B Navigate Start Control Panel Administrative Tools and click on the Enable button on the Sharing tab C Right click on the desired folder and select the Sharing and Security option from the menu D Navigate Start Control Panel Add or Remove Programs or Windows Components and select the Sharing option from the menu on the left side of the page Quick Check Quick Answer 281 Detailed Answer 290 Quick Answer 281 Detailed Answer 290 Quick Answer 281 Detailed Answer 290 228 10 11 12 13 14 Chapter 3 Remote Support Technician Exam Your Windows XP system refuses to start up You have been unable to recover the system using other methods including Safe Mode the Last Known Good Configuration option and the Recovery Console What else can be done in a Windows XP system to recover the system Run the Automated System Recovery ASR backup operation Run the Automated System Recovery ASR restore operation Run the Windows XP Repair Disk program RDISK EXE from the command line of the ASR disk D Run the Wind
365. ny information passed between the browser and the site s web server is secure If you select the option to continue an authenticated and encrypted SSL session is established However in some cases sites with expired certificates can be exploitation or redirected malicious sites Check the certificate to see if you can determine whether the certifying body is a trusted company Anyone can generate a certificate the value in certificates for SSL is that trustworthy authorities issue them You should also check the date setting on your local machine to make sure that it is correct An incorrect date could fall outside the certificate s assigned life cycle and cause this message to appear 4 Answer B The full backup process backs up the entire contents of the disk This includes directory and subdirectory listings and their contents This backup method requires the most time each day to back up but requires the least time to restore the system after a failure 5 Answers D If you can access your antivirus program immediately run a scan on your PC using the current virus definitions If this does not identify the virus and stop its operation download the latest virus signatures from the manufacturer and rescan your system If you can reach the Internet from the infected machine you can download any of several free removal tools and scanning utilities and run them to identify and possibly remove viruses from your infected machine If th
366. o be created Answer D The TREE command lists all the directory and subdirectory names specified disk Answer C The XCOPY command copies all the files and directories except hidden and system files from the source drive or location to the destination drive or loca tion The switch instructs the XCOPY command to copy directories and subdirec tories Similarly the XCOPY e command copies files directories and subdirecto ries including the empty ones Answer A Windows 2000 and Windows XP support NTFS NTFS5 is native to both OS versions They also support the FAT FAT16 and 2 file systems along with the CDFS CD file system used with CD ROMs 194 Chapter 2 IT Technician Exam Objective 3 2 1 Answer A Unused system services should be stopped or disabled to optimize system responsiveness and performance In Windows XP you can launch the Services control applet either through the Control Panel Administrative Tools Services path or by run ning the SERVICES MSC command line utility This utility produces a listing of all the user controllable services running in the system From this list you can stop or switch services to manual startup configuration you should not disable any service unless you are absolutely sure that you will not need it and that no other vital service needs it Answer C When you are installing a SCSI drive in a Windows system you should verify that the drive is on t
367. o the IP address of the destination computer The process of matching a computer name to an IP address is called name resolution The domain name service DNS can be used to perform name resolution for any TCP IP client provided the DNS database has the association registered Answer A Private network IP addresses include Class A addresses between 10 0 0 0 and 10 255 255 255 Class B addresses 172 16 0 0 through 172 31 255 255 and Class C addresses 192 168 0 0 through 192 168 255 255 However the Automatic Private IP Address APIPA default range of 169 254 0 0 through 169 254 255 255 should not be used for private static addressing Microsoft uses this range for dynam ic autoconfiguration in the absence of a Dynamic Host Configuration Protocol DHCP server Addresses in the 127 X X X range are reserved for testing network systems The U S government owns some of these addresses for testing the Internet backbone The 127 0 0 1 address is reserved for testing the bus on the local system Answers A D The network address translation NAT service is a protocol that enables private IP addresses to be converted to a public IP address One purpose for doing this is that it effectively hides the internal structure of the network from the Internet making it harder for outsiders to gain access to a specific PC or network device Outsiders see the network as a single entity represented by one public IP address However NAT can be configured to
368. o the paper feed rollers pickup rollers Given the symptoms you first should check the rollers for proper alignment and wear Answers D If the printer s paper thickness selector is set improperly or the rollers in its paper feed system become worn the paper can slip as it moves through the printer and cause disfigured graphics to be produced Check the printer s paper thickness settings If they are correct and the print output is disfigured you need to replace the paper feed rollers Answer A If a single inkjet is not firing the output appears as white lines on the page To correct this problem replace the cartridge that is not working If one of the jets is activated all the time black or colored lines are produced on the page To correct this problem either clean the printhead or replace it Apply alcohol to the inkjet nozzle using a fiber free swab to manually clean the printhead Afterward use the printer s built in cleaning process to remove any additional ink buildup from the nozzles In some printer models the printhead is built into the ink cartridges This provides the printer with a fresh printhead each time the ink cartridge is replaced Answer D This question indicates that the printer was working when you left the office the previous day Therefore you should first check for things that may have changed since then The preliminary steps for troubleshooting printer problems includes checking for si
369. odern satellite systems should not have a delay period There is a downlink delay time associated with connecting to the satellite source The dish requires an azimuth correction period to switch to a different satellite This is due to connection latency caused by additional parties in the communications link 9 What networking technology supports several peripherals communicating with a PC simultaneously O O O A Bluetooth B Ethernet 0 Wi Fi Quick Check Quick Answer 79 Detailed Answer 104 Quick Answer 79 Detailed Answer 104 Quick Answer 79 Detailed Answer 104 Quick Answer 79 Detailed Answer 104 Quick Answer 79 Detailed Answer 105 52 11 12 13 14 Chapter 1 Essentials Exam Which of the following network types does not have to interact with a dedicated server Adomain based LAN A peer to peer LAN 0 1 You are setting a small peer to peer network in your home office and have decided to use simple private IP addressing with static addresses Which of the following IP addresses is reserved specifically for use as a private address 192 168 0 1 170 124 0 1 169 254 0 1 D 135 254 0 1 What general advantage does an 802 11g network have over an 802 11b network O A O O O D Better data transfer rate Greater use
370. oduced in the startup sequence the system shifts over to the process of boot ing up and begins looking for and loading the operating system components Errors that occur between the beep and the presentation of the operating system s user inter face command prompt or desktop GUI are bootup or operating system startup prob lems Answer D You can use the Recovery Console to perform tasks such as copying files to the hard disk used for booting controlling the startup state of services adding removing and formatting volumes on the hard disk repairing the MBR or boot sector of a hard disk or volume and restoring the Registry You cannot use it to uninstall programs Answer D The System File Checker utility SFC EXE is a Windows 2000 XP command line utility that checks the system s protected files for changed deleted or possibly corrupted files If it finds such files it attempts to extract the original correct versions of the files from Windows files the sSystemRoot windows system32 dllcache folder Answers B D When you start a system in Safe Mode only basic device drivers and files are loaded in the system for example the mouse keyboard mass storage and VGA video drivers along with default system services and no network connections Answer D HelpAssistant is a special Windows XP account used with its Remote Assistance utility to authenticate users connecting through it This account is enabled whenever a r
371. of digital pic Detailed Answer 86 tures off her main drive After you install the second drive and start the system it refuses to recognize the second drive What is the most likely problem The new drive s jumpers have not been configured properly for its position in the system The new drive has not been low level formatted The new drive has not been configured in the CMOS Setup utility 0 The new drive has not been partitioned 7 You have been asked to troubleshoot a PC that does not start up Quick Answer 76 and does not show any signs of life You decide to install a new Detailed Answer 86 power supply and it still does not operate Which of the following should you do first Check the power supply s system board connection Check the power supply s On Off switch connection Check the voltage setting on the back of the unit D Use a multimeter to check for AC voltage 8 Which of the following must you do first when troubleshooting a customer s equipment Gather information from the user and assess the problem systemically B Inspect each component related to the possible cause Test each component involved and evaluate the results of each test 0 Document the possible causes of the problem the system is displaying 9 While typing on your notebook computer numbers and strange Quick Answer 76 characters show up on the screen ins
372. of the system These problems range from preventing bootup to limiting the speed of the FSB to the lowest memory speed or creating soft memory errors Answer A Using RAM slower than the FSB speed would create a significant over clocking situation for the RAM modules and cause the system to fail Using PC166 RAM would be wasteful because the system reduces its operation to 133MHz There are no DDR133 devices there are however PC 2100 modules that are constructed using DDR 266 chips that operate with a 133MHz bus clock PC133 devices are back ward compatible with PC100 devices but the reverse is not so Answer D Standard DIMM packages come in 168 pin modules for older EDO FPM PC66 PC100 and PC133 SDRAM memory 184 pin boards for DDR memory and 240 pin boards for DDR2 memory These modules are designed to work efficiently with different Pentium class microprocessors and memory bus schemes Answers A C D MicroATX and NLX are standard form factor definitions for low profile cases and components The ATX design has been the standard for Pentium based systems for many years However the newer BTX specification is designed to take over for the aging ATX specification Answer C For larger drives the Large and LBA modes are used The LBA mode should be selected if drives support LBA mode this mode the IDE controller con verts the sector head cylinder address into a physical block address that improves data throughput The ECHS
373. og for the past year you con clude that a large portion of your time has been spent removing viruses spyware and adware from customers systems which is included in their annual service fee If you could reduce the num ber of calls you must handle performing these types of services you could investigate more profitable business activities What can you do to protect PC systems against malware like your cus tomers have been encountering so that you can pursue these other activities O O O O A Configure their firewalls to block the user access to the Internet Educate users about how these types of programs are encountered and how they can be avoided Use file and folder permission settings to limit user interactions with their PCs Use the Sharing feature to limit access to the operat ing system kernel files 68 Chapter 1 Essentials Exam Objective 7 0 Safety and Environmental Issues Objective 7 1 Describe the aspects and importance of safety and environmental issues 1 You have just installed a replacement system board a customer s PC and you drop the last screw into the system unit Which is the best way to retrieve the screw from the system unit Use plastic tweezers Use long needle nose pliers Use an extension magnet D Use a magnetic screwdriver 2 You are preparing to install new adapter cards in a desktop PC Which of the following actions should you take firs
374. olicies administrators can institute a large number of detailed settings for users throughout an enterprise without establishing each setting manually The drawback of using Local Computer Policies is that each system would need to be con figured individually In this case the administrator can create and configure a Group Policy that will push the installation of the database application to the users in the group when they log in Objective 6 2 1 Answer C Encryption is treated as a file attribute in Windows 2000 and Windows XP Therefore to encrypt a file you need to access its properties page by right clicking it and selecting its Properties option from the pop up menu Move to the Advanced area under the General tab and click the Encrypt Contents to Secure Data check box Answer A Spoofing is an activity whereby a person or program masquerades as someone else by falsifying data With email this is accomplished by making the email look as though it came from someone else On the Internet phishing sites spoof pre tend to be reputable sites with the intent to acquire user information such as user names passwords and credit card information Phishing expeditions typically begin with an email or instant messenger communication that points the target toward the spoofed site Answers If one of the WPA versions is not an option you should enable WEP with 128 bit encryption In addition after you ve installed and
375. ompatible speeds 0 The BIOS should be flashed to make sure that it has the latest hardware support information Objective 2 3 Identify tools diagnostic procedures and troubleshooting techniques for operating systems 1 If you install a new video in Windows XP machine and the Quick Answer 282 display is skewed when the system is started what action should Detailed Answer 295 you take to gain control of the system Restart the system and select the Safe Mode option from the Advanced Options menu Restart the system and select the Last Known Good Hardware Configuration option from the Advanced Options menu Restart the system and select the Normal option from the Advanced Options menu D Restart the system and select the VGA mode option from the Advanced Options menu 238 Chapter 3 Remote Support Technician Exam 2 The Device Manager displays a red X symbol at a device s icon when the device is disabled due to some type of conflict the device is experiencing a direct hardware conflict with another device C the selected device is not present on the system D the selected device is not operating properly and requires repair 3 How do you activate the Windows XP System Restore Wizard Navigate the Start All Programs Accessories System O Tools path and then select the System Restore option from the menu Navigate the Start Sett
376. omponents 2 Answer B The presence of water in the work area from other sources such as leaking pipes or ceilings should always be a cause for alarm and correction Water leaks in the work area are generally the responsibility of the building maintenance supervisor If the business does not have someone on staff who is responsible for building infrastructure you should report the situation to whoever is responsible for the PCs and or network so that person can properly shut down the systems 3 Answer A Technicians protect the equipment from electrostatic discharge by using grounding strap devices that are placed around the wrists or ankles to ground the technicians to the system being worked on These straps release any static present on a technician s body and pass it harmlessly to ground potential Objective 7 3 1 Answer A Laser printer toner cartridges should be refilled and recycled The preferable method is to return the cartridge to the original manufacturer However many third party refill organizations refill toner cartridges as part of their business 114 Chapter 1 Essentials Exam Answer A As with toner cartridges the desired method of disposal for batteries is recycling Answer Check with your local waste management agency before disposing of them Some landfills do not accept chemical solvents and cans In this case these items must be disposed of in a Subtitle D dumpsite Answer C Free li
377. omputers and devices attached to the network Internets extranets and intranets are all domain based client server network configurations that employ dedicated computers running server versions of operating systems to provide network services to the network members such as automatically assigning TCP IP settings DHCP and domain name services DNS Objective 5 3 1 Answer A Check the activity light on the back plate of the LAN card if available to see whether the network recognizes the adapter If the light is active the connection is alive 2 Answer If the clients have an IP address of 169 254 xxx xxx it is because they cannot communicate with the DHCP server Windows 2000 automatically assigns the computer an IP address in the 169 254 range if it cannot be assigned one from a DHCP server 3 Answer B You can use an ethernet loopback cable to make the network adapter think it is attached to a network connection This cable is made by looping wires from pin 1 to pin 3 and pin 2 to pin 6 of the RJ 45 plug When the loopback cable is inserted into the NIC s RJ 45 jack the link light should appear in a few seconds 108 Chapter 1 Essentials Exam Answer A To ping the site s FADN your DNS must submit name resolution request to a DNS server The server searches through its DNS database and if necessary through the hierarchical DNS system until it locates the hostname or FQDN that was submitted to it At this po
378. on key Install a shielded antenna After setting up a new Windows XP computer on the network you run IPCONFIG ALL The results show that you have an IP address of 169 254 0 1 along with a subnet mask of 255 255 0 0 What utility can you use to find this address A B The NSLOOKUP server is not available Nothing is wrong you have a valid Class B IP address configuration C The DNS server is not working D The server is not working You have a new workstation with a known valid IP address but it cannot browse the network What utility can you use to check connectivity to a nearby computer O A O B O O D ARP IPCONFIG NETSTAT PING You are performing a site survey for a customer and you need to determine where to place desks to provide the best performance over the wireless network Which Windows XP utility can you use to monitor the performance of the wireless network throughout the customer s facility O O O O A B Performance Logs and Alerts The Windows Wireless Network Connection Status dialog box C The Network Monitor utility D The Task Manager utility Quick Check Quick Answer 284 Detailed Answer 307 Quick Answer 284 Detailed Answer 307 Quick Answer 284 Detailed Answer 307 Quick Answer 284 Detailed Answer 307 264 12 13 14 15 Chapter 3 Remote Support Technician Exam When you start you
379. one else and forget about him At each level the technician is responsible for resolving the customer s com plaint problem or issue This may involve handling the customer s problem personal ly or setting up a connection between the customer and someone directly qualified to handle the nature of problem the customer is having Even then the first level techni cian is required to follow up to make sure that customer s problem was taken care of 12 Answer B The term warm hand off generally is used within the call center industry to describe a situation in which a caller is handed from one technician to another without having to call again or re establish the context in which the call is being made This can mean for example that a first level customer service technician makes a new connection to a second level technician and explains the customer s problem to the new technician It may also include situations in which customer information is elec tronically transferred or made available to the second technician Objective 6 2 1 Answer A Pornographic materials on computers fall into the same category as illegal copies of programs Having such materials on a PC is reason for immediate termina tion in most companies If you are exposed to illegal software or pornographic materi al on a customer s computer you should report this to your supervisor If you discover illegal software or pornographic material on one of your company
380. onfigure optimize and upgrade networks 1 Where would you go in a Windows 2000 system to establish parameters for local and wide area networking A The Network Neighborhood icon B The Network and Dial Up Connections option C The Network Manager icon D O O O O The Network Control Panel Quick Check Quick Answer 283 Detailed Answer 304 Quick Answer 283 Detailed Answer 304 Quick Answer 283 Detailed Answer 304 258 Chapter 3 Remote Support Technician Exam Quick Check 2 You have purchased a new copy of Windows XP because you Quick Answer 283 want to use its Internet Connection Sharing ICS feature to pro Detailed Answer 305 vide a central Internet connection for your home computer net work Where is the ICS feature located in Windows XP Access Network Connections select the connection to be shared and then select the Change Settings of This Connection option from the Network Tasks pane On the Advanced tab enable the Allow Other Network Users to Connect Through This Computer s Internet Connection setting Click on Start Settings and select the Network and Dial Up Connections option Right click on the con nection to be shared and then select the Properties option from the pop up menu Under the Internet Connection Sharing tab select the Enable Internet Connection Sharing for This Connection check box Click on Start Local Network Connections Right click on th
381. only approved software be loaded onto compa Detailed Answer 309 ny PCs What can you do to prevent employees from installing their own applications Create new accounts for all the employees in the Users group and then configure the group to have only Read permissions Create a new group account for these employees and configure the group with Write and Execute permis sions Create an account for each user create a special group account and then move all the user accounts into it Finally apply permission settings to the new group account to limit its members to Write permissions 0 Remove any unauthorized users from the Administrators and Power Users groups and make sure that the Local Administrator and Power Users groups do not contain any Domain User accounts 5 Your organization is growing and you need to be able to delegate Quick Answer 284 responsibilities for some network management activities to other Detailed Answer 309 members of your team Which standard Windows group can you use to grant these employees the ability to manage users and groups that they create without making them administrators Administrators Backup Administrators Network Configuration Operators D Power Users 6 What is the correct order to grant many users with access to the Quick Answer 284 same resources Detailed Answer 309 Create the users create a group that defines t
382. onsole s command line Running the SYS command from the Windows command interpreter 11 After you upgrade a video adapter card s driver in Windows XP the video display is scrambled What action should you take to revert to the old driver version Boot into Safe Mode with command prompt only and remove the driver Boot into Safe Mode and run the Driver Rollback feature from the Device Manager Use the SFC utility to start up the system and roll back the driver Use the Recovery Console to reboot the system and then roll back the driver 12 During the boot process your computer stalls and produces a blue screen displaying the words NTLDR missing Which of the following best fixes this problem O O A Boot to the Advanced Options menu and start the system in Last Known Good Configuration Boot to Safe Mode and run the Roll Back feature from the Device Manager Boot to the Windows distribution CD and use the Recovery Console s FIXMBR command to replace the master boot record MBR Boot to Safe Mode and run the MSCONFIG utility Quick Check Quick Answer 78 Detailed Answer 96 Quick Answer 78 Detailed Answer 97 Quick Answer 78 Detailed Answer 97 Quick Answer 78 Detailed Answer 97 38 13 14 15 16 Chapter 1 Essentials Exam You need to reinstall Windows 2000 Professional in an existing system that has f
383. ontains an Fn function key This key activates special functions in the portable such as display brightness and contrast Other common Fn functions include Suspend mode activation and LCD external CRT device selection Answer A If you have dim screen on a portable system there are two likely candidates the LCD panel and the inverter card The inverter provides power for the LCD panel s backlight In most cases of a dim screen the inverter is the source of the problem This unit is normally separate and is much less expensive to replace than an LCD panel You can install a generic inverter to start the display running but you must install the correct inverter for the display to receive optimal brightness and uniformity from the display If replacing the inverter does not restore the brightness to the dis play you are looking at replacing the LCD panel Answer B After turning off the notebook and unplugging it from the power source you should remove the battery from the notebook to ensure that power has been com pletely removed form the system board and its memory slots Answer The portable keyboard normally contains an Fn function key This key activates special functions in the portable such as display brightness and contrast The Fn key of portable computers can be used to redirect the video output to the external VGA port If you suspect this to be the case you need to check the user s guide for directions in r
384. ontains an Fn function key This key activates special functions in the portable such as display brightness and contrast Other common Fn functions include Suspend mode activation and LCD external CRT device selection Domain 2 0 375 3 Answer Most portable PC designs have switched to nickel metal hydride NiMH lithium ion Li ion or lithium ion polymer batteries These batteries typically provide in excess of two or three hours of operation The actual life of a laptop computer bat tery may vary from just under one hour to over six hours in each session depending on the particular notebook PC type and configuration the way it is being used lots of disk disc accesses and the battery type and its age 4 Answer To correct battery memory problems you must start the portable comput er using only the battery and allow it to run until it completely discharges the battery and quits Then recharge the battery for at least 12 hours Repeat this process several times watching for consistently increasing operating times 5 Answer C The condition of the NumLock key can cause portable PCs to produce incorrect characters Notebook PCs do not have separate 10 key numeric keypads If the Num Lock key function is engaged the system remaps different keys to the locked numbers In most cases the only indicator that the Num Lock key function is engaged is a Small light near a small icon representing a numeric keypad Unless you look close
385. oo old to upgrade to Windows The customer must purchase a newer system to run XP 0 You must upgrade the system to Windows 98 Windows Me before you can upgrade to Windows XP Home Quick Check Quick Answer 78 Detailed Answer 93 Quick Answer 78 Detailed Answer 94 Quick Answer 78 Detailed Answer 94 32 Chapter 1 Essentials Exam 5 How do you install dual monitors on a Windows XP laptop O A Right click the desktop display select the Dual moni tors option from the menu and extend the desktop Click the Display icon in the Control Panel and config ure the settings for multiple monitors Click the Add Hardware icon in the Control Panel select the Dual Monitor option and configure the dual monitor settings Navigate to the Device Manager expand the Display node and configure the options under the Dual Monitor tab 6 If TCP IP is missing from a Windows 2000 Professional installation how can it be restored O O O Use the Network and Dial up Connections page to add and configure the protocol Use the Add Remove Programs Wizard to reinstall the TCP IP suite Use the Add New Hardware Wizard to install the TCP IP port settings Use the Add Remove Windows components utility to reinstall the protocol suite 7 Which of the following media are typically used to perform local Quick Check attended Windows
386. or LANs Objective 4 3 1 Answer A When TCP IP is installed a Windows 2000 or Windows XP system number of TCP IP utilities designed to check out network related problems are auto matically installed with it Answer D If you can browse the network but cannot use certain resources in other locations sharing is not turned on in the remote unit or your account does not have proper access permissions to that resource Answer A Cabling is the single largest cause of networking problems Because this is a new installation the cabling and its connections are particularly suspect Answer B The loopback function is reserved under IP network 127 x x x and can be engaged through the PING utility Answer D The TRACERT or traceroute when dealing with UNIX Cisco Systems and tracepath when dealing with Linux utility traces the route taken by packets sent across an IP network Routers along the path return information to the inquiring system and the utility displays the host name IP address and roundtrip time for each hop in the path Answer If users can see other local computers in a TCP IP network but cannot see remote systems on other networks you may be having routing problems Determine whether the address for the default gateway router listed in the TCP IP properties is valid 10 11 12 13 14 15 16 17 Domain 4 0 307 Answers If web FTP services are running o
387. or two users it is best to pull up a chair and get to an equal level with them This allows you to make the training more personable and less formal Use the documentation that comes with the hard ware or software as part of the training process Point out and mark key topic areas in the documentation that you know the users will need after you re gone However do not read the manuals to them this is an instant cure for insomnia and very ineffective training Also be careful to use language that the users can relate to Use proper terminology Avoid jargon or industry slang when coaching users CHAPTER FOUR Depot Technician Exam Quick Check Practice Questions Domain 1 0 Personal Computer Components Objective 1 1 Install configure optimize and upgrade personal computer components 1 The types of connectors usually associated with speaker and Quick Answer 360 microphone ports are Detailed Answer 364 25 D shells 1 8 mini plugs and jacks RJ 11 jacks and plugs D 15 pin D shells 316 Chapter 4 Depot Technician Exam 2 You are installing an OEM processor upgrade that calls for you to install a faster Pentium 4 processor in an existing system Although OEM processors do not include a fan and heat sink unit you suspect that you need to upgrade the system s cooling capa bilities to accommodate the faster processor However you are not sure which fan and heat sin
388. ore not removing the power cord does not cause a short to occur while the system is turned off Answer D To exchange the printhead assembly make sure that the printhead assembly is cool enough to be handled These units can get hot enough to cause a serious burn APPEN What s on the CD ROM The CD ROM features an innovative practice test engine powered MeasureUp giving you yet another effective tool to assess your readiness for the exam Multiple Test Modes MeasureUp practice tests can be used in Study Certification or Custom Mode Study Mode Tests administered in Study Mode allow you to request the correct answer s and explanation to each question during the test These tests are not timed You can modify the testing environment during the test by selecting the Options button X A You can also specify the objectives or missed questions you want to include in your test the timer length and other test properties You can also modify the testing environment during the test by selecting the Options button In Study Mode you receive automatic feedback on all correct and incorrect answers The detailed answer explanations are a superb learning tool in their own right Certification Mode Tests administered in Certification Mode closely simulate the actual testing environment you will encounter when taking a licensureexam and are timed These tests do not allow you to request the answer s and or
389. original drives The systems all have EIDE PATA drive support built in but none offers SATA support You must search through a pile of signal cables to connect the new PATA drives to the system boards Also you know that there are two types of IDE signal cables and that you need the ones for newer UltraDMA drives How many pins does a PATA hard drive connection have 80 40 20 10 of your service technicians has called you from a customer s office to request that you ship a new power supply to him so that he can replace a dead unit in one of the customer s PCs Which of the following is important information to gather about the power supply unit A Wattage rating Output voltages Current capacity D Country selectable switch information Quick Check Quick Answer 179 Detailed Answer 184 Quick Answer 179 Detailed Answer 184 Quick Answer 179 Detailed Answer 184 Domain 1 0 Personal Computer Components 119 5 Your company is sending you to Europe to work for an extended period of time Your desktop PC is being shipped to your new location What step should you take to prepare your PC for operation in your new location Obtain the correct DC power adapter for the country you are going to visit B Download language support and character codes for the country you are going to power supply D Install a native language version of
390. ormal usage The next step depends on the outcome from shaking the cartridge If the cartridge feels as though it should have plenty of toner in it try adjusting the printer s contrast control to see whether you can improve the print quali ty If the cartridge feels as though it is empty replace the cartridge before trying to adjust the contrast setting 6 Answer C Some scanners have locking mechanisms that prevent the light source from moving inside the housing during transportation If the light source is on but does not move when the system applies a scan request refer to the scanner s docu mentation to determine whether your scanner has a locking mechanism If so check to make sure that the scanner is unlocked 7 Answers A B First you should check to make sure that the new ink cartridges are seated properly If not they do not make good electrical contact with the printer s firing circuits and are not able to produce any output Inkjet cartridges are shipped with a piece of tape covering the jet to prevent ink from dripping out during shipping Failure to remove this tape causes an error and prevents the jet from delivering ink to the page 8 Answer C When the paper does not advance the output is usually a thick dark line across the page 302 10 11 12 13 Chapter 3 Remote Support Technician Exam Answers B C B Bad paper feed rollers cause an inkjet printer to produce wavy graphics If the pape
391. orting USB devices from any of its USB ports What should you do first to correct this problem Enable USB support in the CMOS Setup utility Get new USB 2 1 devices so that they are compatible with the MCE system Test the USB devices in other machines 0 Check the Windows XP MCE HCL to determine whether the components are compatible with the new operating system Quick Answer 76 2 user tells you that her laptop s cooling fan is making an unusual Detailed Answer 86 amount of noise Later she reports the noise has completely stopped What has most likely happened The BIOS s Health monitor has corrected the fan s speed B The dust buildup blocking the fan s operation has cleared itself The system has reached proper operating temperature and the fan has settled into proper operation D The fan has completely stopped working and the unit should be shut down and checked for heat damage 16 Chapter 1 Essentials Exam 3 At bootup one of your computer systems makes a loud noise and begins to produce smoke through its vent openings What is the first thing you should do O Call the manufacturer and check warranty status B Shut down the system and vent the room 0 Remove power from the computer Try to boot the system in Safe Mode Your coworker has installed a floppy disk drive FDD unit in a machine so that he can up
392. ostic procedures and trou bleshooting techniques for personal computer components 219 Objective 1 3 Perform preventative maintenance on personal computer 223 Domain 2 0 Operating Systems sssrini sesira renaras ees 225 Objective 2 1 Identify the fandamental principles of using operating SYSTEMS 225 Objective 2 2 Install configure optimize and upgrade operating SYSTEMS iiite re ni eii ANNEANNE 231 Objective 2 3 Identify tools diagnostic procedures and troubleshooting techniques for operating systems 237 Objective 2 4 Perform preventative maintenance for SYSTEMS 245 Domain 3 0 Printers and Scanners 246 Objective 3 1 Identify the fundamental principles of using printers and SCANNELS 246 Objective 3 2 Install configure optimize and upgrade printers AN SCANNELS even een 248 Objective 3 3 Identify tools diagnostic procedures and troubleshooting techniques for printers and 250 4 02 E E 254 Objective 4 1 Identify the fundamental principles of TEEWOLKS 254 Objective 4 2 Install configure optimize and upgrade sissies ENE VE aS 257 Objective 4 3 Identify tools diagnostic proce
393. ot checked when the drive was mapped D The name of the mapped folder has been changed The path to the mapped folder has changed The host computer for the mapped folder is turned off When you are trying to diagnose the cause of networking problems where do you enter commands to run TCP IP troubleshooting utilities At the command prompt Onthe TCP IP Properties window Inthe dialog box that appears when you double click on the file tcpip com 0 From the dialog box in the Network Neighborhood Control Panel 265 Quick Check Quick Answer 284 Detailed Answer 307 Quick Answer 284 Detailed Answer 307 Quick Answer 284 Detailed Answer 308 Quick Answer 284 Detailed Answer 308 Quick Answer 284 Detailed Answer 308 266 Chapter 3 Remote Support Technician Exam 21 Which TCP IP utility can you use to release and renew IP address information from a DHCP server IPCONFIG B TRACERT 0 NETSTAT PING 22 One of your users cannot log in to the network However other users do not have a problem connecting to the network Which of the following items should you check first Check to see if the CapsLock function is engaged Check the network cable between the user s PC and the local connectivity device Check the user account information on the local server to make sure that the us
394. ot older failing PC systems to a command prompt for troubleshooting purposes Answer B USB transfers are conducted over a four wire cable The signal travels over a pair of twisted wires D and D a 90 ohm cable The four wires are connected to four pins within the connector end Answer B The most widely used display device for current PCs is the color VGA SVGA display The display monitor s signal cable normally connects to a 15 pin 3 row female D shell DE 15F connector at the back of the system unit Answer D The BIOS controls the cooling system through its Health Management system This includes monitoring the actual temperature of the microprocessor and manipulating the cooling system to maintain a designated temperature level Answer points to the PCle X1 expansion slots J identifies the conventional PCI expansion slots L is the PCle x16 expansion slot A is the DIMM slots Answer A A identifies DIMM slots K points to the PCle X1 expansion slots J identifies the conventional PCI expansion slots L is the PCle x16 expansion slot Answer C G points to this board s single PATA connector which controls hard drives and CD DVD drives G points at two of the board s SATA interface connectors B is the system board power connector and C is the FDD connector Answer A Cache memory is a fast RAM system used to hold information that the microprocessor is likely to use Answer D Many Pentium system board
395. out creating stress on the connector Additional cable lengths should be coiled and secured neatly If tem porary cabling must be run in or across a walkway it should be taped down to the floor or covered with a protective cover strip to prevent it from becoming a trip haz ard Domain 6 0 207 Domain 6 0 Objective 6 1 1 Answer C Session hijacking is a method of gaining unauthorized access to some one s computer by stealing cookies from one of his legitimate Internet sessions In a type of session stealing called Man in the Middle attack the attackers can use a packet sniffer to capture cookies as they are passed across the network or they can steal the cookie information from the PC if they can trick it into believing the code it is receiving is from a trusted location such as the server After attackers have obtained the cookie information they can gain access to other privileged information and take over use of the legitimate user s session ID which identifies him to the site as a legitimate user In yet another session hijacking version called P spoofing the attacker is able to insert commands into an active communication by pretending to be an authenticated user Answer C Users should never talk about their passwords with anyone other than known system administrators no matter how harmless or legitimate such conversa tion might seem This includes third party service personnel who might find it conven ient to tempora
396. ows 2000 and XP dp not support dynamic volumes on portable computers Answer C Under Windows 2000 you must place the distribution CD in the drive and launch the Makeboot utility to create the four disk images for its Windows 2000 Setup disks You can also create Setup disks from the command prompt using the MAKEBT32 EXE file for Windows 2000 These disks can also be made from the Start Run Browse CD ROM path From the CD select the BOOTDISK option followed by the MAKEBT32 EXE command Answer A In Windows XP the administrator has been given new tools that can be used to limit what the user can do to any given resource Non hot swappable devices such as local printers cannot be added to Windows 2000 or Windows XP systems without Administrator permissions In a domain environment members of the Print Managers group can normally add printers to the system Likewise members of the Local Users group can add network printers to the system by All these capabilities are based on the default permission settings for these groups with the exception of the Administrators group the capabilities of these groups can be modified through Group Policy settings 21 Domain 2 0 295 Answer To determine what components Windows 2000 supports you need to con sult the Hardware Compatibility List to make sure that the device is listed on it Objective 2 3 1 Answer D The VGA mode option was introduced into the Windows NT 2000 XP line express
397. ows XP SFC utility from the command prompt What command line statement can be used to create a new directory on a hard disk drive CD RD 0 GD Which Windows utility would you employ to control programs that run at startup Safe Mode MSCONFIG SFC Dr Watson What command line statement is used to reconfigure a FAT32 volume into an NTFS volume in a Windows XP system Change C FS NTFS Convert C FS NTFS Format C FS NTFS Connect C FS NTFS What command line statement would you use to remove the Read Only attribute from a file path filename ATTRIB _path filename ATTRIB R pathl filename D MK path filename Quick Check Quick Answer 281 Detailed Answer 290 Quick Answer 281 Detailed Answer 291 Quick Answer 281 Detailed Answer 291 Quick Answer 281 Detailed Answer 291 Quick Answer 281 Detailed Answer 291 15 16 17 18 19 Domain 2 0 Operating Systems Which utilities can be used to partition hard disk drives in Windows XP Select all that apply 0 Format Disk Management Partition Magic DISKPART EXE Which Windows utility can be used to save and restore System State data 0 The ASR utility The MSCONFIG utility The FAST utility The Recovery Console What
398. p The firm has a new flatbed scanner that does not scan Detailed Answer 102 When you test it the scanning light is on but it does not move across the page Which of the following is the most likely cause of the problem The resolution setting of the scanning software is not compatible with the size of the picture being scanned B The picture being scanned is too big for the resolution setting and memory available in the host system O The scanner s light positioning mechanism is locked 0 The scanner s signal cable is faulty Objective 4 0 Printers and Scanners 49 7 is having problems printing to his local printer It was working fine until he sent several documents to the printer one after the other The printer turned out a few pages but then stopped printing The user can no longer print to that printer from his computer When you attempt to print a test page from the printer it prints successfully What item should you check next The printer signal cable The Windows Print spooler The printer driver D The printer port enabling in the CMOS Setup 8 You have been called to a print shop to troubleshoot its new flatbed scanner After you unlock the light bar mechanism you discover that the light comes on and runs during its self test However it does not move when the software application initiates an actual scan operation What is the most likely
399. pe and size you want to install are supported by the system board and that it does not already have the maxi mum amount of memory installed The system board s documentation includes infor mation on the type configuration and size of memory it will accept In addition verify that the memory you want to install is compatible with the memory currently installed on the board Answers A B USB and IEEE 1394 FireWire devices can be added to or removed from the system while it is powered up and fully operational This is referred to as hot swapping or hot plugging the device A IEEE 1284 parallel and RS 232 serial ports are both legacy ports designed before plug and play or hot swap capabilities were introduced to the PC B Answer D When you are connecting a ribbon cable to the system board pin 1 of the connector must line up with the signal cable s red indicator stripe Answer D If you are installing a signal cable in IDE based system you should recall that two similar types of cables are used with PATA devices ATA 4 Ultra ATA 66 Ultra ATA 100 and Ultra ATA 133 IDE enhancements provide higher data throughput than earlier ATA interfaces by doubling the number of conductors in the signal cable to 80 368 30 31 32 33 34 35 36 37 Chapter 4 Depot Technician Exam Answer D The only hard drive in any PC system should be installed and configured to be the master drive on the primary IDE channe
400. ple the beep code message produced by one BIOS manufacturer s devices is eight beeps indicate a video adapter memory error Replace the video card Answer A B The POST is actually a series of tests that are performed each time the system is turned on The different tests check the operation of the microprocessor keyboard video display floppy and hard disk drive units as well as both RAM and ROM memory units Answer C The condition of the NumLk NumLock on desktop and wide notebook key boards key can cause portable PCs to produce incorrect characters Notebook PCs do not have separate 10 key numeric keypads If the NumLk key function is engaged the system remaps different keys to the locked numbers In some cases the only indicator that the NumLk key function is engaged is a small light near a small icon representing a numeric keypad With some notebook models if you don t look closely you proba bly won t realize that there is a numeric keypad associated with the keyboard small numbers are embossed on the alpha keys Some notebook models call out the NumLk feature on a specific key whereas others only include an icon on one of the function keys With the latter arrangement you can disable the NumLk On setting using the Fn key along with a designated function key also denoted by a small numeric keypad icon Answer C The enhanced ECP parallel ports employ DMA transfer techniques to con duct data transfers at r
401. ples of using laptops and portable devices 1 One of your technical representatives calls you because she left the AC power adapter for her notebook PC in her last hotel room in a different city She has a presentation to give tomorrow and there is no way to get the adapter from the old hotel There is also no time to order an exact replacement from the manufacturer You tell your rep that she needs to buy a generic replacement from a local retail store and all she needs to do is get the correct voltage and current specifications Where can she find information about her laptop s correct DC input voltage and current requirements Select all that apply On the power adapter manufacturer s website On the body of the AC power adapter On the bottom of the notebook 0 In the notebook s Installation and Users documentation 2 Your national sales director spends a considerable amount of time on airplanes each month It is time to upgrade his notebook PC You have settled on the fact that he needs one of the low power consumption chipsets and processors and now you are evaluat ing which battery types might be available to provide power over the duration of longer flights Which battery type offers the longest battery life in a portable PC A NiCD B NiMH C Lead acid D Alkaline Quick Check Quick Answer 179 Detailed Answer 190 Quick Answer 179 Detailed Answer 190
402. plication s executable file otherwise Windows is not able to start it Likewise when a folder or file accessed by the icon or by the shortcut from the Windows Start menu is moved renamed or removed Windows is not able to find it when asked to start the application If an application does not start in Windows you have several possibilities to consider The application is missing or its path is incorrect part or all of the application is corrupted the application s executable file is incorrectly identified the application s attributes are locked incorrect application properties filename path and syntax missing or corrupt Registry entries or conflicting DLL files When an application does not start after you click its desktop icon the first action you should take is to check its properties You can access these properties by right clicking on the icon and selecting the Properties option from the pop up menu that appears Answer A The Last Known Good Configuration option starts Windows XP using the settings that existed the last time a successful user logon occurred All system setting changes made since the last successful startup are lost This is a useful option if you have added or reconfigured a device driver that is causing the system to fail Objective 3 0 99 Objective 3 4 1 Answer C Windows 2000 eventually generated a list of four service packs before Microsoft stopped mainstream support for this operating system Win
403. port Technician exam and concluding with the Depot Technician exam The content 2 CompTIA Practice Questions Exam Cram Essentials Exams 220 602 220 603 220 604 of each chapter is organized to follow the order of the exam s objectives and in every chapter you will find the following three elements gt Practice Questions These are the numerous questions that will help you learn drill and review exam objectives All the questions in this section are multiple choice type Choose the correct answer based on your knowledge of PC servicing gt Quick Check Answer Key After you have finished answering the questions you can quickly grade your exam from this section Only correct answers are given in this section No explanations are offered yet Even if you have answered a question incorrectly do not be discouraged Just move on Keep in mind that this is not the real exam You can always review the topic and do the questions again gt Answers and Explanations This section provides you with correct answers as well as further explanations about the content posed in that question Use this information to learn why an answer is correct and reinforce the content in your mind for the exam day It is not possible to reflect a real exam on a paper product As mentioned earlier the purpose of this book is to help you prepare for the exam and not provide you with real exam questions Neither the author nor Que Publishing can g
404. port Center Programs Accessories System Tools System Tools Control Panel Advanced tab D Control Panel System 140 Chapter 2 IT Technician Exam Quick Check 8 What Windows 2000 tool can be used to prepare disk images Quick Answer 180 Disk Manager Detailed Answer 195 DISKCOPY SYSPREP D FDISK 9 What is the first portion of the Windows 2000 or Windows Quick Answer 180 installation process called Detailed Answer 195 A Text mode GUI mode Visual mode 0 Interactive mode 10 Which of the following methods can be used to upgrade a Quick Answer 180 Windows 95 computer to Windows 2000 Select all that apply Detailed Answer 195 Open the command prompt navigate to the CD ROM drive change to the 1386 subdirectory enter the com mand SETUP and then click Install Windows 2000 Boot the desktop insert the Windows 2000 CD and then click Install Windows 2000 Open the command prompt navigate to the CD ROM drive change to the 1386 subdirectory and then enter the command WINNT32 0 Open the command prompt navigate to the CD ROM drive type cd at the prompt enter the command SETUP and then click Install Windows 2000 Domain 3 0 Operating Systems 141 11 You are preparing to install a new copy of Windows network computer in your company However the user wants to retain his My Documents My Pi
405. power connector isn t connected to the secondary master Quick Check Quick Answer 281 Detailed Answer 287 Quick Answer 281 Detailed Answer 288 Quick Answer 281 Detailed Answer 288 220 Chapter 3 Remote Support Technician Exam 2 If you turn the sound volume in Windows 2000 entirely to the right channel and the sound comes out the speaker marked Left what is wrong The software for the CD player needs to be reinstalled The audio cable is bad The right speaker is bad D D The speakers are sitting on the wrong sides 3 One of your customers has called you because he was attempting to perform a RAM upgrade on his machine when he felt a small snap on his fingertip Now the system does not start up to the desktop What should you do in this situation Try to determine the exact damage done and then educate the customer about ESD Tell the customer it s a lot less expensive to call you in the first place and then install new memory modules in the PC Tell the customer that he should wear an antistatic wrist strap if he is going to be working on his own equipment Then replace the system board D Replace the RAM with new modules and install an antistatic mat under the PC 4 Inthe process of any type of troubleshooting effort what should you do after you ve identified a problem and repaired it Document the steps you ve perfor
406. pport by updating the operating system with the latest patches and service packs In the case of Windows XP Professional the move to Service Pack 1 SP1 increased the capability of Windows to handle larger drives beyond 137GB Answer C You may encounter situations in which incompatible USB ports and devices refuse to work together Some older PCs that have USB 1 1 ports may not be able to work with some newer USB 2 0 devices In these cases the system may rec ognize the device but do not work with it Answers A B Most internal hard drives and CD ROM DVD drives typically connect to one of the system board s parallel IDE EIDE ATA PATA interface connections or one of its Serial ATA SATA interface connections On some system boards you find only PATA connectors on others you find only SATA connectors and on some you find a mixture of both Answer If a working PATA hard drive fails because a second PATA drive has been installed they probably are connected to the same IDE channel and both drives are set as master With the IDE interface there can only be one master drive selection on each IDE channel Answer D A heavily used heavily fragmented hard drive can affect the system s virtual memory in particular the swap file and produce memory shortages as well Answer D Wait for the operating system to recognize the device and configure it through the PnP process Microsofts Windows 2000 and Windows X
407. processor is not all the way down in the socket What should you do first in this situation Lock the processor securely in place by closing the socket s locking arm Check for thermal grease on the heat sink Check the processor for bent pins Snap the fan heat sink unit into position and make sure that its power connection is properly attached Quick Check Quick Answer 360 Detailed Answer 369 Quick Answer 360 Detailed Answer 369 Quick Answer 360 Detailed Answer 369 Quick Answer 360 Detailed Answer 369 326 Chapter 4 Depot Technician Exam 6 What are the effects of microprocessor fan failures on the system The system slows down noticeably The system displays Excessive Temperature Failure error messages The system continuously fails and then restarts D The system locks up after a short period of operation 7 The Windows Recovery Console does all the following except copy files control startup of services format volumes uninstall programs 8 After you upgrade a video adapter card s driver in Windows the video display is scrambled What action should you take to revert to the old driver version Boot into Safe Mode with the command prompt only and remove the driver B Boot into Safe Mode and run the Driver Rollback fea ture from the Device Manager the driver Us
408. pt Contents to Secure Data check box in the Advanced page Access the folder s properties set the Security and Sharing level for that folder and then establish a pass word for the folder that can be shared with the desig nated employees Create a group with just those people in it grant that group permissions to the folder and then prohibit any one else from logging on to this user s computer 2 What command is used to encrypt files and folders from the Windows 2000 or Windows XP command line OO O O A Protect B Uuencode 0 Cipher Encrypt Quick Check Quick Answer 284 Detailed Answer 309 Quick Answer 284 Detailed Answer 309 Quick Answer 284 Detailed Answer 309 270 Chapter 3 Remote Support Technician Exam 3 What Windows 2000 utility can be used to prevent users other 5 than the user who secured the folders and files from accessing them File Manager Encrypted File System Microsoft Management Console 0 Windows Explorer For Windows the Local Area Connections properties window offers two tabs not available in the Windows 2000 version What are the two tabs called Advanced and Authentication Authentication and Encryption Advanced and Encryption D General and Advanced You have received a file from your supervisor marked Confidentiai Your Eyes Only When you save this file to your h
409. pted driver Start the system in Safe Mode and use the Extract command from the command prompt to extract the SCSI drivers from the Windows distribution CD Run System Restore and select a Restore Point from before the driver update was made Run Windows Update Service to download the latest service packs and patches for the operating system Quick Check Quick Answer 282 Detailed Answer 297 Quick Answer 282 Detailed Answer 297 Quick Answer 282 Detailed Answer 297 244 25 26 27 Chapter 3 Remote Support Technician Exam Which Windows utility can be used to verify the integrity of the Windows XP operating system files SFC CHKDSK Dr Watson 0 MSCONFIG Who can request a Remote Assistance session The network administrator The local user The local technician 0 The remote technician You are called to a site where the user complains that he cannot access the network on his machine which has just been upgraded to Windows XP Professional When you arrive you instantly notice that the My Network Places icon is missing from the desktop Which of the following is the most likely cause of this condition No network drivers were installed during the Windows XP installation process There is no problem you simply need to run the Windows XP Connection Wizard from the Control Panel The computer i
410. quids are those substances that can pass through a standard paint filter If the liquid passes through the filter it is free liquid and cannot be disposed of in the landfill Answer B Most computer components contain some level of hazardous substances CRTs contain glass metal plastics lead barium and rare earth metals Answer C Local regulations concerning acceptable disposal methods for computer related components should always be checked before disposing of any electronic equipment such as a CRT display Objective 8 0 115 Objective 8 0 Objective 8 1 1 Answer A Active listening involves participation in the discussion customers are communicating to you so that you can pinpoint what they mean 2 Answer C Sometimes explaining the problem to the customer is not enough In this case showing the customer the actual problem by replacing the bad RAM with the good RAM helps her to understand your findings by seeing the difference that it makes in the system s operation 3 Answer D Recognize that there is a professional way to communicate with cus tomers There is a difference between saying You broke this PC and Help me understand how the computer got to this point The first statement is overly assertive and judgmental whereas the second is inquiring and nonjudgmental The assertive statement sets up a level of separation between the technician and the user whereas the inquisitive statement brings
411. r 179 Detailed Answer 186 Quick Answer 179 Detailed Answer 186 Quick Answer 179 Detailed Answer 187 124 Chapter 2 IT Technician Exam 6 What causes the system to perform a memory dump O A The system encounters a condition that it cannot recover from The system has been shut down incorrectly The DLL file of an unsigned driver conflicts with the DLL file of another driver in the system Dr Watson detects a memory usage error and stops the system to prevent data contamination 7 Which device produces several beeps and causes the system to fail during the POST O A O B O C O D Hard disk drive Microprocessor Power supply Video display 8 Which components cause the system to not complete the POST if they are defective Select all that apply O A O B O C O D RAM Microprocessor Power supply Network adapter 9 A user in your area has a notebook PC whose keyboard intermit tently produces incorrect characters on the screen What s the most likely cause of this problem O O O O A His Fn key has been depressed by mistake B His keyboard driver is corrupt 0 The Windows Character is configured incorrectly The numeric keypad feature is enabled 10 You have been asked to install a printer in a customer s office When you arrive you find that there are a number of connectivity options available with the printer including wireless RF infrar
412. r 93 Objective 3 0 Operating Systems 31 2 Select two ways to improve the performance of a system that has never been connected to the Internet or a local area network Run the Defrag utility to optimize the read and write operations of the system s drives B Delete the Recycle Bin Use the Windows Cleanup utility to delete files from the Windows Temporary folder 0 Delete cookies from the system to free up additional disk space 3 You are planning to perform a fresh install of Windows XP Professional on an existing PC Before you remove the old operat ing system from the PC which tools can you use to make sure that Windows XP can be used on the computer you intend to upgrade Select all that apply The Microsoft Hardware Compatibility List HCL web page The computers Installation and User s Manual documentation The Checkupgradeonly utility on the Windows XP distribution CD 0 The Windows XP Help and Support page 4 You have been sent to a residential customer for whom you are supposed to upgrade his operating system to Windows XP Home When you arrive and inspect the PC you find that it is running Windows 95a What must you do to upgrade the system to Windows XP Home You simply need to install Windows XP Home directly over the existing Windows 95 operating system B You must remove Windows 95 from the system first The system is t
413. r A Because PC Cards are hot swappable the operating system s socket serv ice must update the system when a new card is installed or an existing card is removed If not the system would lose track of its actual resources The card service portion delivers the correct device driver for the installed PC Card That is when a PC Card modem is removed and replaced with a LAN card the operating system must automatically update its capability of controlling and using the new card 374 9 Chapter 4 Depot Technician Exam Answer A One of the biggest problems for portable computers is heat buildup inside the case Because conventional power supplies and their fans are not included in portable units separate fans must be designed into portables to carry heat out of the unit The closeness of the portable s components and the small amount of free air space inside its case also adds to heat related design problems Objective 2 2 1 Answer D Portable PCs typically use a technique called shared video memory Under shared memory the system uses a portion of its main memory to hold screen infor mation for the display One of the disadvantages of shared memory is that it takes up RAM that applications would normally use It also causes the system to show less memory capacity than is installed because a portion has been reserved for use with the video display Answer A The Safely Remove Hardware utility is used to notify the operat
414. r Windows XP A In System Information B In the Event Viewer C D In Dr Watson In the System Monitor Home computer as a limited account so that they cannot access your financial and personal data What else will the children not be able to do as members of this group Select all that apply OOO 0 A Create additional users B Create new folders D Install applications Delete folders and files Quick Check Quick Answer 182 Detailed Answer 207 Quick Answer 182 Detailed Answer 207 Quick Answer 182 Detailed Answer 207 Quick Answer 182 Detailed Answer 207 Domain 6 0 Security 167 5 Which of the following is required to access a network share in an NTFS system Share permissions A password Access rights D User permissions 6 What is the default lockout value of Windows XP Professional for bad login attempts A 0 3 6 6 9 7 Your company is expanding and has hired 15 new employees to provide telephone support for your technical service staff They will all be using a new database application that tracks call information for the entire group What is the most efficient way to install this application and provide access to it for the entire group of new employees as well as the existing technical support personnel Install the application and provide Full Control permissions to the program through the Everyone
415. r accidentally erased the PAGEF ILE SYS file from her Windows XP Professional system How can she recover it Place the Windows XP distribution CD in the drive and run the Recovery Console to restore the swap file You must send the user a copy of aPAGEFILE SYS file from a similar PC The user can download a replacement PAGEFILE SYS file from the Windows Update service 0 The PAGEFILE SYS file will be regenerated automatically when Windows starts up You have installed a new application and want to give all the network users access to it When the users log in to the network they can t find the new application What do you need to do to provide the users with access to this application Move the application s shortcut to the All Users folder Create a new group place all the employees in the group and then grant them all access to the applica tion s setup files through the group membership Assign the Everyone group access permissions to the application s setup files 0 Assign the Guest account access permissions to the application s setup files After you update a driver for your SCSI boot drive the system doesn t start up to the desktop After removing the driver and allowing Windows to install a driver you still can t get the system to boot What options do you have left for repairing this problem Run the SFC SCANNOW option to repair the corru
416. r asking you to go to its secure site and update your credit card informa tion When you click on the link supplied in the email you are taken to the ISP s site where you are told to update your payment information What should you do at this point Forward the email to your supervisor for follow up B Encrypt your information and return it to the ISP 0 Forward the email to your local police department Ignore the email and delete it Quick Check Quick Answer 284 Detailed Answer 311 Quick Answer 284 Detailed Answer 311 Quick Answer 284 Detailed Answer 311 274 Chapter 3 Remote Support Technician Exam Domain 6 0 Professionalism and Communication Objective 6 1 Use good communication skills including listening and tact discretion when communicating with customers and colleagues 1 You are training a new help desk employee Which of the following should you tell the new person to avoid when dealing with angry customers on the telephone Telling the customers that you understand their frus trations B Putting the customers on hold Using technical terminology to refer to pieces of equipment 0 Going over details of your conversation to reaffirm commitments made 2 Which of the following are good attributes of an effective customer service person Select all that apply Active listening Ability to focus on the
417. r by appearance would the appearance of a disassembled computer on a user s desk be improper for the facility you are working in Also the user may need to do other things at her desk while her computer is down Another element you may need to consider is the availability of proper grounding options to prevent ESD damages Answer B Try never to leave customers hanging without a path to get their problems addressed If this request cannot be performed under your company s policies there may be nothing you can offer However you should always check to see whether there is some other option available that you are not aware of Answer A problem runs beyond the scope of your position or your capabilities take the initiative to move it to the next level of authority This is also true for requests for work to be performed that are outside your assignment or your company s agree ment with the customer Escalate the request so that management can take proper action in deciding how the particular customer should be handled Answer A If you discover illegal improper or pornographic material on one of your company s computers report it to the proper authority in your organization provided you are not authorized by your company s policies to handle this situation yourself Answer D The best tool for training users is typically the actual equipment or soft ware they are expected to use If you are coaching one
418. r folder and the folder name has been changed the red X also appears Answer A Windows supports the Unicode character set Unicode is a character set standard established to represent nearly all the written languages of the world This character set enables Windows to be a global tool that can be used around the world Unicode is a 16 bit character code standard similar to 8 bit ASCII used to represent characters as integer numbers The 16 bit format allows it to represent more than 65 000 different characters This is particularly useful for languages that have very large character sets 10 11 12 13 14 15 16 17 Domain 3 0 193 Answer D The NTFS5 structure includes Quota Table for tracking allowable storage space on individual volumes for each user This table enables administrators to estab lish disk quotas that limit the amount of hard drive space users can have access to Answer A The DISKCOMP command allows you to compare the contents of two disks It compares the data on the disks not only to see that they are alike but also to verify that the data is in the same place on both disks This command is normally used to verify the contents of backup disks and is typically performed after a DISKCOPY operation has been performed Answer B The Computer Management Storage Console provides a standard set of tools for managing the system s disk drives in Windows XP This includes the Disk M
419. r installation you should always check for driver updates when you have prob lems Check the manufacturer s website for newer versions 6 Answer B When the printer starts up in an offline condition there is probably some type of problem with the printer computer interface that does not allow them to com municate Disconnect the interface cable to see if the printer will start up in a Ready state 7 Answer D White lines that run along the length of the page from a laser printer are normally a sign of poorly distributed toner Remove the toner cartridge and shake it to distribute the toner more evenly If this does not work replace the toner cartridge with a new one 8 Answer D If the output of the printer smudges when you touch it the fuser has failed to bond the toner to the paper The heating lamp in the fuser is broken or not receiving sufficient power to melt the toner 9 Answer D If the printer runs the self test and prints clean pages most of the printer has been eliminated as a possible cause of problems The problem could be in the computer cabling or interface portion of the printer Objective 4 4 1 Answer A Under most circumstances it is best to recommend products specified by the manufacturer of the product This typically involves using toner cartridges pro duced by the printer manufacturer or ones that have been approved by the manufac turer You should never have a problem using manufacturer recommended k
420. r networked computer you receive a Duplicate IP address error message What action should you take to remove this error Run IPCONFIG Relinquish from the command prompt B Run IPCONFIG Renew from the command prompt C Run IPCONFIG ALL from the command prompt D Run NSLOOKUP release from the command prompt You troubleshooting a network performance problem customer s network The network is already running very slowly so you want to add as little traffic to the network as possible Which of the following TCP IP utilities would you employ to check the network while using the least network bandwidth Ping the gateway address Ping the loopback address Run the TRACERT utility 0 Runthe IPCONFIG ALL utility One of the users on your network cannot access or see any other computers on the network Other users on other network seg ments are not having this problem Which of the following items should you check first in troubleshooting this problem The activity lights on the user s network adapter card The router that the user s PC is connected to The network cable connection to the user s network adapter D The user s network adapter drivers A building contractor has contacted you for information about how to secure a residential network he is putting in a new home He needs to know the difference between using a software based firewal
421. r one primary partition and the extended partition on a hard disk drive The extended partition can be created on any unused disk space after the primary partition has been established and properly con figured The extended partition can be subdivided into 23 logical drives the letters of the alphabet minus a b and Answer B When the system checks the MBR of the physical disk during the boot process it also checks to see which partition on the disk has been marked as active It then jumps to that location reads the information in that partition boot record and boots to the operating system in that logical drive Answer C To create a new folder in Explorer select a parent directory by highlighting it in the left window Then click the File menu button move the cursor to the New entry slide across to the Folder option and click on it Anew unnamed folder icon appears in the right Explorer window Answer B To change file attributes from the Explorer right click the desired file select the Properties option from the pop up list move to the General page and click the desired attribute boxes Answer C To change the file s attribute use the ATTRIB command along with the proper switch to add or remove the desired attribute from the designated file Objective 3 2 1 Answer A The Warn setting causes Windows to notify the user when an unsigned driver has been detected It also produces an option to load or not load the d
422. r thickness settings are correct but the print output is disfigured you need to replace the paper feed rollers If an inkjet printer s paper thickness selector is set improperly the paper can slip as it moves through the printer and cause wavy graphics to be produced Check the printer s paper thickness settings If they are correct and the print output is disfigured you need to replace the paper feed rollers Answer B Many times a paper jam error remains even after the paper has been removed from the laser printer This is typically caused by an interlock error Simply Opening the printer s main access door should clear the error If the error continues after opening and closing the printer s main access cover the next step would be to reopen the printer and check for bits of paper that may have been left behind in the paper removal process Answer C A bad primary corona can cause black pages to be produced When this occurs no uniform charge is placed on the drum to repel toner Answer A If the output of the printer gets lighter as it moves from left to right across the page you might need to adjust the spacing between the platen and the printhead Carriage rod to obtain proper printing Answers A B C Due to the extreme complexity of the laser printer s paper handling system paper jams are a common problem This problem tends to increase in fre quency as the printers components wear from use Basically paper jams occur
423. r will likely have to purchase a duplexer for his machine before he can carry out duplex printing operations If the duplexing hardware is installed on the printer he should enter the printer s Properties page and enable the Duplex Printing option However this option can also be enabled from the Print Preferences settings of many applications Answer C As with other printer types you should maintain laser printers in accor dance with the manufacturer s guidelines This includes installing the manufacturer s maintenance kit designed for that printer Don t forget to reset the page counter on those copiers and laser printers that have them This should be the last step before turning the printer over to the customer because service agreements are often based on page counts Domain 3 0 301 Objective 3 3 1 Answer A The remote computer that the printer is connected to referred to as the print server should appear in the Windows My Network Places window of the local computer If the local computer cannot see files and printers at the print server station file and print sharing may not be enabled there Inadequate access rights do not pre vent you from seeing the printer 2 Answer A Missing print in a laser printer is normally attributed to the laser scanning module If the laser scanning module is not correctly installed or positioned it cannot deliver lines of print to the page 3 Answers A B If the tops of c
424. rate simultaneously Additional advances have yielded twin dual slot quad PCle system boards to host four video adapters Answer A The new low profile extended NLX form factor became a legitimate stan dard for cases power supplies and system boards However manufacturers have chosen to produce low profile units based on microATX and miniATX designs These form factors followed the ATX design specification but reduced the size of the unit and its associated costs by limiting the number of expansion slots Unless you obtain a universal case design specifically to handle both the NLX and MicroATX form factors you cannot install the NLX system board Answer B Any system board supporting PATA technology can support up to four devices two master and slave on the primary channel and two master and slave on the secondary channel Answer A You should never mix memory types when upgrading a system board If the new memory modules are not technically compatible with the existing memory the old memory should be removed Remember that just because the memory mod ules are physically compatible this does not mean that they will work together in a system Mismatched memory speeds and memory styles registered unregistered buffered nonbuffered ECC and so on can cause significant problems in the operation of the system These problems can range from preventing bootup to creating simple soft memory errors You must ensure that the memory ty
425. ration 3 The integrated video feature has died on one of your customer s Quick Answer 281 system boards He needs to get the system back into operation aS Detailed Answer 286 quickly as possible You tell him that he should be able to disable the integrated video controller through the CMOS Setup utility and then install a video adapter card in the machine and put it back in operation He wants you to bring him a video card and install it in the machine so you ask him to describe the slots he has available on this particular system board Which of the following expansion slot types could typically be used to host video adapter cards a desktop PC Select all that apply An AGP slot slot An AMR slot 0 APCMCIA slot 4 You are working a charity project to recondition used PCs Quick Answer 281 donated by a local Fortune 500 company for use in a retirement Detailed Answer 286 community All the hard drives have been removed so you must install new drives in each system The system boards feature two IDE interface connections but the signal cables were removed with the drives Which cable type should you obtain to connect the new PATA drives to the IDE interface on these system boards to ensure maximum performance from the new drives 34 conductor ribbon cable with 34 pin mini Centronics connectors B 36 conductor serial cable with 36 pin Centronics connectors 4
426. rdware Wizard When the wizard starts select the option to disable the USB device Then remove the card from the system Click the Safely Remove Hardware status indicator the taskbar and then select the option to stop the operation of the USB device you want to remove Quick Check Quick Answer 179 Detailed Answer 190 Quick Answer 179 Detailed Answer 191 Quick Answer 179 Detailed Answer 191 132 Chapter 2 IT Technician Exam Objective 2 3 Use tools diagnostic procedures and troubleshooting tech niques for laptops and portable devices 1 Which of the following are functions normally associated with the Fn key on a notebook PC Select all that apply To access hidden functions on the hard drive B To access additional functions from the keyboard To access additional display devices attached to the system 0 To access additional Windows features from the key board 2 Your customer complains of a dim LCD panel after plugging the unit into a receptacle and getting a spark What is most likely the problem The Inverter module is damaged The AC power converter has been damaged The battery has been weakened D The LCD panel is beginning to wear out 3 coworker has asked you to upgrade the memory in his notebook computer He has purchased appropriate SODIMM modules for the unit which are stored in an antistatic bag You first unplug t
427. re compatibility conflicts Answer D Systems running Windows 95a or Windows NT Workstation 3 51 operat ing systems cannot upgrade directly to Windows XP Instead they must have interme diate upgrades to bring them up to a Windows version that does support direct upgrading to Windows Answer B Most notebook PCs provide a VGA port connector that permits a CRT a better LCD display or a video projector to be used instead of the built in display unit Windows XP provides built in support for dual displays To add a CRT VGA display to a system simply open the Display icon on the Control Panel and configure the system for dual display operation Answer A In Windows 2000 the TCP IP protocol can be uninstalled and installed If the TCP IP protocol is missing someone either removed it or the system did not detect a network adapter during the setup process To install TCP IP you must access the Properties of the network connection that should be using the protocol On the General tab verify that TCP IP is not present Then click Install Protocol Add and the Internet Protocol TCP IP option in the Select Network Protocol dialog box Under Windows XP it is not possible to remove the TCP IP protocol from the system it can be disabled but not removed Answers A D Local attended installations can be conducted from a Windows distri bution CD or from a USB Flash drive Answer D Rather than provide customers with
428. rease airflow through the computer 20 What type of socket is used for an AMD Athlon XP Quick Answer 179 microprocessor Detailed Answer 186 A Socket 462 B Socket 423 C Socket 370 D 51011 Objective 1 2 Identify tools diagnostic procedures and troubleshooting tech niques for personal computer components 1 After you install a new video driver on your notebook PC the Quick Answer 179 system does not display anything on the LCD screen What action Detailed Answer 186 should you take Connect monitor to the external VGA connector and reboot the system After gaining visual access to the system open the Device Manager and use the Device Driver Rollback feature Use the ASR function to restore the system to its pre vious state Restart the system in Safe Mode access the Device Manager expand the Display Adapters node and use the Driver Rollback feature 0 Press the Fn and the Screen function keys several times until the LCD display comes on Domain 1 0 Personal Computer Components 123 2 After you install two SCSI hard drives a SCSI CD ROM drive and a SCSI CD R W drive in a system none of them work when you start the system What actions should you take to get the SCSI interface and devices working properly with the system O O O O A Make sure that consecutive addresses have been assigned to the drives Ensure that the SCSI host adapter is configure
429. request so that management can take proper action in deciding how the particular customer should be handled THREE Remote Support Technician Exam Quick Check Practice Questions Domain 1 0 Personal Computer Components Objective 1 1 Install configure optimize and upgrade personal computer components 1 One of your customers is a training video producer who has Quick Answer 281 created a new safety movie He wants to transfer the movie to Detailed Answer 286 portable media that can be distributed as a demo The total size of the video file is 6 5GB What media could you suggest to this customer as the best solution for the project ACD R disc A single sided single layer DVD R disc A single sided dual layer DVD R disc D A double sided dual layer DVD RW disc 216 Chapter 3 Remote Support Technician Exam Quick Check 2 When you receive a new system board to upgrade a customer s Quick Answer 281 desktop PC you notice that the box says it is SLI Ready The Detailed Answer 286 customer wants to know what this means What can you tell the customer about this statement The system board supports simultaneous onboard and card mounted video controllers B The system board features multiple processor sockets upgrades D The system board supports dual PCle video controllers The system board supports scalable linear integ
430. rily use the operator s password to perform work on that person s PC These technicians should be granted the proper level of access and their own tempo rary access information from the network administrator Such discussions should be conducted in person and never over the telephone or through email Otherwise the user should stand by and enter the password each time it is needed Answer In Windows 2000 and Windows significant events such as system events application events and security events are routinely monitored and stored These events can be viewed through the Event Viewer utility Security events are pro duced by user actions such as logons and logoffs file and folder accesses and cre ation of new Active Directory accounts Security events are recorded and displayed according to how the configuration of the system s audit policy has been configured through the Group Policy editor To view login events for the entire network you would need to access the Event Viewer on the domain controller Likewise local logon information can be obtained through the Event Viewer on each local machine Answers A D Windows XP Home does not provide the variety of account options found in Windows 2000 or XP Professional Windows XP Home provides only Limited and Administrative rights options for controlling access to system resources When a user is given a Limited account she is enabled to access programs already installed on th
431. rint a test page from the host computer Print atest page from a disk D Runa self test on the printer 4 You are trying to set up an IrDA connection between a PC and a Quick Answer 362 laser printer When you attempt to print a test page nothing Detailed Answer 379 happens Which of the following could be preventing the print job from being carried out Select all that apply O Items are blocking the line of sight between the PC and the printer The COM Port settings are not configured correctly in the CMOS The amount of ambient light in the room is overpowering the IrDA signal The printer is too close to the PC s IrDA port so it cannot see the complete beam coming from the port 348 Chapter 4 Depot Technician Exam 5 A user reports that he can t print to his local inkjet printer no paper comes out and nothing is printed When you examine the Printers and Faxes page of his Windows XP system you see that only an HP Laserjet 1100 printer is showing on the page What is the most likely cause of this problem The printer is not installed in the system The printer spooler has been disabled on the system The wrong printer driver has been installed in the system The default printer setting has been set incorrectly on the printer 6 What is the last step in installing a new laser printer at a cus tomer s office
432. river This is the default setting for driver signing Answers A The Windows Cleanup utility can be used to identify optional applications and certain types of temporary files that are not required for operation of the system The DEFRAG utility realigns files on the drive that may have become fragmented by erase and write rewrite operations The defrag operation moves fragmented files into the pattern that provides the most efficient reading operation the drive requires time to process the sector of information it just read from the disk during this period sectors are passing under the R W heads therefore placing the next section of the file in the sector that passes under the R W heads when it is ready again provides the best performance The Recycle Bin cannot be removed in any modern versions of Windows 94 Chapter 1 Essentials Exam Answers A C Before you install or upgrade hardware devices included in a Windows XP Professional system they must be listed on the Microsoft Windows XP Hardware Compatibility List HCL page You can find comprehensive listings of Windows 2000 and Windows XP compatible products on the Microsoft website under the Windows Quality Online Services page at http winqual microsoft com hcl This collection is a complete reference for products that have been tested for Windows compatibility You should also run the Windows XP version of the Checkupgradeonly utility for possible hardware softwa
433. rmation for the network Objective 5 3 Use tools and diagnostic procedures to troubleshoot network problems 1 After setting up a new segment on the corporate network one of the users complains that he can access resources on other network PCs but can t access the Internet What is the most likely cause of this problem O O O If you know the hostname of a PC on a network how can you find A the subnet mask configuration is incorrect B the TCP IP protocol is not enabled on this machine 0 the gateway address is configured incorrectly the DHCP service is not working its IP address Ping IPCONFIG hostname C D TRACERT hostname FIND hostname Quick Check Quick Answer 182 Detailed Answer 204 Quick Answer 182 Detailed Answer 204 Quick Answer 182 Detailed Answer 204 Quick Answer 182 Detailed Answer 205 162 Chapter 2 IT Technician Exam Quick Check 3 If you try to ping the loopback address and nothing happens what Quick Answer 182 is most likely the problem Detailed Answer 205 0 TCP IP is not working on the local machine The network cable is bad The local connectivity device is turned off The NIC in the local machine is defective 4 Generally whenever a user tells you that her LAN connection is Quick Answer 182 not working what is the first thing
434. rs and software options according to the check boxes enabled Start the troubleshooting process with only one box checked If the system starts up with that box checked add another box to the list and restart When the system fails to start move into the tab that corresponds to the last option you enabled and step through the check boxes for that file one at a time until the system fails again Answer B The CONVERT command is used in Windows 2000 and Windows XP to convert volumes from FAT based disks into NTFS volumes that typically provide more efficient disk management The format for using this command 1 gt CONVERT FS NTFS This converts FAT based volume into an NTFS based volume by installing the NTFS file system on the volume Answer C To change the file s attribute from Read Only use the ATTRIB command and the file s name along with the R switch to remove the attribute from the desig nated file Answers D In Windows 2000 and Windows you perform the disk partitioning function using the Disk Management utility You can use this utility to partition drives and see the basic layout of the system s disks DISKPART EXE is a Windows XP command line based disk partitioning utility used to establish and manage logical structures on a hard disk drive It is one of Windows XP s major disk management tools You can access it through the Recovery Console Answer A The ASR tool is used to back up an
435. ruses from the infected machine There are also virus definition sites that you can find on the Internet These sites list the virus what it does and where it is installed in the system Microsoft also offers a Malicious Software Removal Tool for Windows 2000 and Windows XP This tool is available as a download from the Microsoft Update Windows Update or Microsoft Download Center Answer C Because this PC has already been in your shop several times you must sell your abilities to the customer and then deliver Simply starting at the beginning again and asking the customer to tell you what is wrong for the fourth time does not accomplish this Attempt to de escalate the situation This usually involves letting the customer get pent up frustrations off his chest by simply listening to him When you reply remain calm talk in a steady voice and avoid making inflammatory comments Also try to avoid taking a defensive stance because this signals a conflict point Realize that criticism given out by a customer is generally not personal so don t take it personally Information delivered with an aggressive attitude normally leads to an aggressive or retaliatory response from the customer Work with the customer to redi rect the conversation to creating solutions to the problems Reassure the customer that you are fully capable of fixing the problem and then follow up by fixing the prob lem and returning the system to working order As part of the c
436. ry ESD filter surge suppressor The best protection against data loss caused by power failure is asurge suppressor atape backup aUPS aRAID system Which peripheral item is most subject to problems created by environmental dust Printer Hard drive Mouse D Keyboard Which type of printer can be a source of electrocution eye damage and burns O A 0 Laser Dot matrix Inkjet Daisy wheel You find water dripping from the ceiling in the server room Which of the following should you do first A Notify building maintenance Notify the network administrator O O O B Place note in the server room logbook D Turn off the servers Quick Check Quick Answer 363 Detailed Answer 384 Quick Answer 363 Detailed Answer 384 Quick Answer 363 Detailed Answer 384 Quick Answer 363 Detailed Answer 384 Quick Answer 363 Detailed Answer 384 358 10 11 12 13 Chapter 4 Depot Technician Exam Quick Check The laser light in a high quality laser printer is classified as a Class A laser device What does this rating mean to technicians working on this laser printer Quick Answer 363 Detailed Answer 384 Never shine the light on your skin Never shine the light on any part of your body Never shine the light in your eyes 0 Never touch the
437. ry it Enable the keyboard in the CMOS Setup utility and reboot the system Use the Device Manager utility to troubleshoot the keyboard s device driver Objective 1 3 Perform preventative maintenance on personal computer components 1 You have been put in charge of producing a preventative mainte Quick Answer 281 nance schedule to present to a small law firm that has just hired Detailed Answer 289 you to maintain its PCs One of the operations you have to sched ule is periodic defragmentation operations for each machine How often should you perform a defrag operation on a desktop PC used in an office setting A Weekly Monthly Yearly 0 Daily 2 What does the command line CHKDSK R statement do Quick Answer 281 Detailed Answer 2 It realigns the magnetic domains on the disk elalled Answer 269 It provides the full path to each folder on the disk locates bad sectors on the disk and recovers readable information D It performs a faster reduced intensity check of the disk 224 Chapter 3 Remote Support Technician Exam 3 Which of the following products are recommended for manual cleaning of the R W heads a tape drive So gt Soft cloths Cotton swabs A pencil eraser Foam swabs 4 You have wavy lines a new CRT monitor what should you do GOO O A Reinstall the video driver B Repla
438. ry ver sion of UNIX named Mac OS X Although the structure of OS X is UNIX based the user interaction portions of the system employ Apple s trademark GUI based desktop Answer D In Windows 2000 the Control Panel s Network and Dial up Connections icon is used In Windows the Networking icon has been changed to the Network Connections icon Answer A The DEL command allows the user to remove unwanted files from the disk when typed in at the command prompt When used with the wildcard this command tells the system to perform the command on any file found in the current or specified directory 10 11 12 13 14 15 16 17 Objective 3 0 93 Answer A The Safely Remove Hardware utility is used to notify the operating system in advance of the removal of USB devices This is necessary because some devices use write caching techniques and corruption or data loss may occur if this cache is not stored before removing the device from the system Answer D The Windows 2000 and XP operating systems support several file man agement system formats including FAT FAT16 FAT32 CDFS the compact disk file system is used on CD ROMs and NTFS4 along with its own native NTFS5 format Answer C In Windows XP the DISKPART command is used to execute disk man agement tasks from a command line This includes creating and managing disk parti tions Answer B Under the FAT file system there is room fo
439. s What should you suggest to improve the LAN s performance Install higher speed hubs to minimize system upgrade costs and maintain compatibility with the existing net work structure Install high speed switches to replace the old hubs This provides more intelligent transmission of the information around the network Install routers to replace the hubs Router perform ance is so much better than hubs that the network performance increase is very noticeable D Install a router to better control information movement in the network and replace the hubs with switches to improve network traffic 3 What Windows tool can be used to configure most modern routers The Windows Explorer interface The Device Manager utility The MSCONFIG utility The Internet Explorer web browser Quick Check Quick Answer 79 Detailed Answer 106 Quick Answer 79 Detailed Answer 106 Quick Answer 79 Detailed Answer 107 56 Chapter 1 Essentials Exam 4 You are trying to determine the best place to locate your desk in a large open office area You communicate with the office network through a wireless 802 11b PC Card adapter in your notebook computer There are three different access points APs positioned more or less equally around the periphery of the office What is the easiest way to determine where to put your desk Use the power meter in the wireless device
440. s configuration program to view the relative signal strength as you move your portable around the office Put the desk in the area of the room where the meter shows the highest signal strength Use the power meter in the wireless device s configuration program to view the relative signal strengths of the different APs and then place your desk near the strongest one Use the power meter in the wireless device s configuration program to view the relative signal strengths of the different APs and then configure your notebook card to communicate with the strongest one You can put the desk anywhere in the office you like 0 Obtain a handheld power meter to take high quality samples of the signal strengths produced by the different APs and then configure your wireless card to communicate with the AP that has the highest signal strength Then place the desk in the area where that AP is strongest 5 Your boss has called you into his office to look at his Internet Explorer He is having trouble getting a current copy of his favorite online news website since another technician upgraded his system IE7 yesterday Under the new Internet Explorer version he can view only yesterday s page and cannot access more current information for that web page What do you need to do to get him today s version of the news site Reset his Windows Date and Time Properties to display today s time and date information
441. s in her office Tell her to get a wireless network card Tell her to wait until her company switches to DHCP Tell her to set up Automatic Private IP Addressing in the TCP IP Properties page 2 What is the typical speed of data transfers for hardwired network Quick Answer 182 printers 0 Detailed Answer 204 54Mbps 10 100 1000Mbps 24Mbps 480Mbps 3 What pieces of information are required to establish a static IP Quick Answer 182 address Select all that apply Detailed Answer 204 0 Gateway address DNS server address DHCP address IP address 4 What does the presence of an active activity light on a network Quick Answer 182 adapter card indicate Detailed Answer 204 A D The NIC sees network traffic Itis downloading data It is uploading data The NIC driver is functioning Domain 5 0 Networks 161 5 workstation can share its printer with other nodes on the network What type of networking is this 6 So gt Client server network Peer to peer network Star network Ring network In a client server network O O O O A At least one unit depends on the other units for its information At least one unit is reserved just to serve the other units Each unit has its own information and can serve as either client or server Each unit handles some info
442. s what extra step should you take to compensate for their environment Wash down the PCs with fabric softener to lessen dust buildup due to static charges B Install pusher fans to exhaust warm air out of the system unit case and prevent dirty air from entering O Remove their front panels and clean the air vents O D Close off the air vents in the front of the case to prevent dust and moisture from entering the system Which of the following are common sources of heat buildup that Quick Answer 361 can be found around a PC installation Select all that apply Detailed Answer 372 Direct sunlight Location of heaters Excess body heat D Papers piled on equipment Which of the following is an acceptable method of cleaning oxide Quick Answer 361 buildups from adapter board contacts Detailed Answer 372 A wet soft cloth Electrical contact cleaner spray O D Warm soapy water A nylon cloth Your company is sending you to install several PCs in a facility Quick Answer 361 located in the desert southwest portion of the United States The Detailed Answer 372 area is very hot and dry in the summer months and is prone to dust storms in the spring and fall of the year Which of the following is the best scenario for installing the PCs under these circumstances Install the PCs in a dust free area B Install the PCs in an air conditioned area PCs
443. s can effectively share the same card and still maintain a high level of security Smart cards can be deactivated if lost or stolen Smart cards work with personal identification numbers that are known only to their owners Smart cards can easily be reprogrammed if compromised 3 Which of the following security devices enables you to track access to a controlled area D A key lock Acombination lock A logbook A magnetic keycard Quick Check Quick Answer 362 Detailed Answer 382 Quick Answer 362 Detailed Answer 382 Quick Answer 362 Detailed Answer 382 Quick Answer 362 Detailed Answer 383 Quick Answer 362 Detailed Answer 383 Domain 4 0 Security 355 Quick Check 4 While reviewing your email in the morning you receive an offer Quick Answer 362 for a free memory upgrade to your system if you update your Detailed Answer 383 business information on a product manufacturer s website How should you handle this offer O O O A Forward the email to your supervisor for follow up B Encrypt your information and return it to the ISP 0 Forward the email to your local police department Ignore the email and delete it 356 Chapter 4 Depot Technician Exam Domain 5 0 Safety and Environmental Issues Objective 5 1 Identify potential hazards and proper safety procedures including power supply display devices an
444. s converted into a distance measurement which can be used to determine where an ethernet cable ends Answer B The user is one of the most common sources of PC problems In most sit uations your first troubleshooting step should be to talk to the user Gather informa tion regarding the environment the system is being used in any symptoms or error codes produced by the system and the situations that existed when the failure occurred Answer If the processor does not appear to sit completely flush in the socket remove it before clamping it into place Check for bent pins that may not be lining up properly with the socket Also make certain the processor s pin configuration lines up properly with the socket If you force the processor into the socket you may break off the pin and ruin the processor Answer D If the system consistently locks up after being on for a few minutes this is a good indication that the microprocessor s fan is not running or that some other heat buildup problem is occurring The key indicator is that the failure is linked to time required to heat up and cool down Answer D You can use the Recovery Console to perform tasks such as copying files to the hard disk used for booting controlling the startup state of services adding removing and formatting volumes on the hard disk repairing the master boot record MBR or boot sector of a hard disk or volume and restoring the Registry You cannot use it to un
445. s in the winter and papers and books piled up around the equipment Answer B The surge suppressor s clamping speed rating describes how quickly it can react to changes in the incoming power level and act to minimize it Answer D To manually clean read write heads use isopropyl alcohol on a foam swab Cotton swabs can shed fibers that can contaminate the drive and damage portions of its R W head Answers B D B Optimizing the speed of the fan lowers the relative dust accumula tion that can lead to thermal failure D The risk of thermal failure can also be reduced by installing foam filters at the chassis openings to filter the incoming air 190 Chapter 2 IT Technician Exam Domain 2 0 Objective 2 1 1 Answers C D The specifications for the portable PC s DC power requirements should be located on the bottom of the PC Another source of information related to obtaining a replacement AC adapter includes the portable PC s user s guide documentation This information is also typically located on the AC power adapter but it is not present in this example Answer B Most portable PC designs have switched to nickel metal hydride NiMH lithium ion Li ion or lithium ion polymer batteries These batteries typically provide in excess of two or three hours of operation The actual life of a laptop computer bat tery may vary from just under one hour to over six hours in each sitting depending on the particular
446. s include an Accelerated Graphics Port AGP interface connector for video adapter cards Objective 1 0 85 Objective 1 2 1 Answers A B C A To minimize buffer underruns place the CD ROM or DVD writer on an IDE channel of its own This keeps the drive from competing with other drives for the channel s available bandwidth B Conducting the write operation on the same drive as the read operation and using reduced write speed options in the R W applica tion software can minimize data flow problems C Because the drive has already been purchased and installed check its documentation for suggestions and check the drive manufacturer s website for newer R W applications and driver versions You might also be able to locate a Flash program for the drive s BIOS to upgrade it so that it provides better support for the write function Answer D When you are connecting a ribbon cable to the system board pin 1 of the connector must line up with the signal cable s indicator stripe Answers C D With the rapid increase that occurs in hard disk drive capacities it is not uncommon for a new drive to show up as something less when the system is started The most common reason for this is that the system s BIOS version does not support the size of the new drive and reverts to its maximum support capabilities You may need to flash the BIOS with the latest upgrade version to support the new drive You may also gain additional su
447. s not feed Pages are sized incorrectly for the actual paper size Pages are smudged D Pages are all white How you test a portable battery to see if it is seated properly in Quick Answer 362 a portable PC Detailed Answer 380 A Unplug the AC adapter Check the battery level monitor O Q B Test its connections using a multimeter D Turn on the portable and check to see whether the bat tery indicator icon appears You have a laser printer that is producing repetitive vertical spots Quick Answer 362 on all print jobs What items should you check to isolate the cause Detailed Answer 380 of this problem Select all that apply The laser module The installed printer driver The drum D The fuser Which of the following would correct the problem in which the Quick Answer 362 tops of characters are missing from a dot matrix printer Select Detailed Answer 380 all that apply The carriage assembly might need to be adjusted to the proper height and angle B Reseat the printhead in the printhead carriage C Reseat the platen O 0 D Replace the ribbon 350 14 15 16 17 18 Chapter 4 Depot Technician Exam Quick Check What are two symptoms of an inkjet printer cartridge going dry Quick Answer 362 0 Detailed Answer 380 Print becomes notice
448. s not networked 0 The icon has been dropped in the Recycle Bin by mistake and should be retrieved Quick Check Quick Answer 282 Detailed Answer 297 Quick Answer 282 Detailed Answer 298 Quick Answer 282 Detailed Answer 298 Domain 2 0 Operating Systems 245 Objective 2 4 Perform preventative maintenance for operating systems 1 You have just completed a new installation of Windows XP ona client s PC and want to download the latest updates from the Windows Update service When you attempt to perform this operation you can get to the Internet but cannot get the Windows Update service to run Why might this be Select all that apply O A The Windows XP Security setting is set to High by default and needs to be adjusted in the Control Panel s Security Center The Windows Firewall is configured to stop all traffic until it is reconfigured for use You do not have sufficient permission levels to run the Windows Update service 0 The operating system has not been activated yet 2 Which of the following is a valid reason for running Windows Update To obtain the latest operating system release To download the latest antivirus signatures To download the latest security updates and patches D To download the latest application links 3 What types of files can be downloaded from the Windows Update service Select all that apply Internet proto
449. s on all phone lines and the phone line used for the DSL modem When you test the system no users can connect to the Internet However after you unplug the DSL modem and remove all the line filters the phone line is still operational What is the most likely solution to this situation Replace the DSL modem Remove the line filter for the phone line for the DSL modem Connect the DSL modem using an RJ 45 connector to the phone outlet instead D Replace the CAT5 cable with coaxial cable A client complains that after replacing his DSL modem his home DSL connection isn t working When you inspect his computer you notice that none of the lights on the DSL modem are on and the only two cables that plug into the DSL modem connect via the RJ 11 and RJ 45 connectors You are able to ping port 127 0 0 1 What is the most likely problem with the DSL The network interface card NIC is improperly set up The phone line is not plugged into the DSL modem The ethernet cable is not plugged into the DSL modem D The power cord is not plugged into the DSL modem Which of the following services is responsible for performing dynamic IP addressing A LMHOST B IMAP C DHCP D DNS OO Quick Check Quick Answer 181 Detailed Answer 203 Quick Answer 181 Detailed Answer 203 Quick Answer 181 Detailed Answer 203 16 17 18 19 Domain 5
450. s the enabled USB port connection Switch the mouse to the other serial port connector to access the correct COM port Switch the mouse to the other PS 2 mini DIN connec tor because it must be plugged into the connector for the full size keyboard Check the computer s documentation for an Fn key combination requirement for the mouse Domain 3 0 Printers and Scanners 343 Domain 3 0 Printers and Scanners Objective 3 1 Identify the fundamental principles of using printers and scanners 1 How does a dot matrix printer place characters on a page Magnetically controlled pins place dots the paper Magnetically charged ink particles are attracted to an ionized form on the paper It squirts precisely controlled drops of ink onto the paper Fully formed metal characters force ink from a ribbon onto the paper 2 What is the major purpose of a tractor feed mechanism and where is it most commonly used 3 Which laser printer subsystem is responsible for bonding toner to the paper 0 is used on color printers that print multipart forms It is used on inkjet printers that print continuous forms It is used on laser printers that print continuous multipart forms It is used on dot matrix printers that print continuous multipart forms Fuser assembly Laser Primary corona wire Conditioning roller 4 The prim
451. s up regardless of which user logs on to the system Answers A B CHKDSK and DEFRAG utilities are designed primarily to optimize the performance of the system s disk drives The CHKDSK command is a command line utility that has remained in use with Windows 2000 and XP and is used to recover and remove if necessary lost allocation units from the hard drive The DEFRAG utili ty realigns files on the drive that may have become fragmented by erase and write rewrite operations The defrag operation moves fragmented files into the pattern that provides the most efficient reading operation the drive requires time to process the sector of information it just read from the disk during this period sectors pass under the R W heads therefore placing the next section of the file in the sector that passes under the R W heads when it is ready again provides the best performance Answer D You can increase the performance of Windows 2000 XP by manipulating the size and placement of their virtual memory swap file Page file manipulation in Windows 2000 XP can be handled in the Control Panel s System applet Domain 3 0 195 8 Answer You use the Windows SYSPREP tool to prepare the disk image of a refer ence computer for cloning 9 Answer A The Windows 2000 installation process also called Setup occurs in two distinct phases a text only phase and a graphical wizard driven phase The installation process begins with a text base
452. se control and data signals to the proper pins for each interface Answer A Gather information to identify the nature of the problem This can involve questioning the user and identifying any changes that have been made to the system After identifying the problem you should assess the problem systematically and divide complex problems into smaller components to be analyzed individually Next you should analyze the potential causes of the individual problems and make an initial assessment of whether they are hardware or software related During this analysis you should verify even obvious potential causes The classic is the unplugged power cord Answer C The RAMBUS design requires that its memory modules be installed in sets of two Any unfilled memory slots must have terminators referred to as CRIMMs 288 Chapter 3 Remote Support Technician Exam 13 Answer D Because this system board does not have a built in video adapter function there should be no option in the CMOS Setup to enable or disable this function You simply need to roll back or remove the new driver and get one that works installed Click on the Properties button on the Adapter tab Select the Driver tab and select Uninstall Roll Back or Update the Display Adapter s Driver If you uninstall the current driver you can simply restart Windows and allow it to detect the display adapter and attempt to install the correct driver The Windows XP Roll Back Driver featur
453. shared key that is all the computers in the network must be con figured to use the same key to communicate WEP provides a 128 bit mathematical key encryption scheme for encrypting data transmissions and authenticating each computer on the network Answers A B During the AP configuration process you need to enter a password service set identifier SSID name and an AP channel Next you are asked to enable encryption and security features If the Wireless Network Configuration Wizard pro vides for multiple encryption levels you should select the highest strongest level of encryption To implement WEP you need to enable it and enter the WEP key value password either in the form of a hexadecimal number string or as an ASCII charac ter string Record this string for use with the network s client computers Each client computer needs to have the key installed the next time it attempts to connect to the network When requested by the system enter and confirm the WEP key Answers B D The service set identifier SSID settings of all the clients and the APs should match If you are adding an AP to a network that already has one set the sec ond AP to a different channel Never set two APs in the same network to the same channel This enables users to roam seamlessly between the different APs 306 10 11 12 13 Chapter 3 Remote Support Technician Exam Answer B After the best location for the AP has been est
454. should report the situation to whoever is responsible for the PCs and or network so that person can properly shut down the systems Answer A Brownouts are significant sags that can last for a protracted period of time In the case of a complete power shutdown or significant sag the best protection against losing programs and data is an uninterruptible power supply UPS Domain 8 0 211 Objective 8 0 Objective 8 1 1 Answers You may run into situations in which you do not speak the same lan guage as the customer When this occurs you need to find someone who can inter pret for you to perform the customer questioning segment of the troubleshooting process You should contact your management to see if someone in the organization has the ability to interact with this customer Finally you may be able to communicate with the customer on a graphical level using drawings Answer A Never break copyright regulations by illegally loading or giving away soft ware One of the leading causes of computer virus infection is pirated software Not only do you run this risk in giving away copies but it s illegal and can introduce you to various people you never really wanted to meet such as lawyers and judges On top of that it could cost you your job Tell customers who ask you to install suspected soft ware that it is illegal to do so and you cannot do it for them Answer A If a problem runs beyond the scope of your positio
455. show up during the POST However a RAM chip that fails at high temperature could not be detected at this stage the symptom will not appear until the system has had an oppor tunity to heat up 88 Chapter 1 Essentials Exam Objective 1 4 1 Answers A C Dust buildup inside the system can be taken care of with a soft brush A static free vacuum or compressed air can also be used to remove dust from inside cases and keyboards Be sure to use a Static free vacuum because normal vacuums are by their nature static generators The static free vacuum has special grounding to remove the static buildup it generates Dust covers are also helpful in holding down dust problems These covers are placed over the equipment when the equipment is not in use and are removed when the device is needed Dust is statically attracted to electronic components Therefore it would be very difficult to shake the system vigorously enough to remove dust from it In addition the forces exerted on the system unit s components during vigorous shaking could be great enough to damage some parts or loosen some connections 2 Answer B A damp cloth is easily the best general purpose cleaning tool for use with computer equipment 3 Answer C Outer surface cleaning can be accomplished with a simple soap and water solution followed by a clear water rinse Care should be taken to make sure that none of the liquid splashes or drips into the inner parts of the system 4
456. signal cables to get him far enough away from the display He has asked you for a recommen dation for wireless keyboards and mouse devices that will enable him to use the TV display from his sofa Which wireless tech nology is best suited for using wireless keyboards and mouse devices over a short distance like this Bluetooth IrDA 802 11 802 119 A technician notices that a user has different IP address each week when he performs routine preventative maintenance for the customer Why is this The user s network is set up to use APIPA The user has contracted a virus that manipulates his IP address to avoid getting caught The user s network is set up to use DHCP The user s network is set up to use DNS Quick Check Quick Answer 181 Detailed Answer 203 Quick Answer 181 Detailed Answer 203 Quick Answer 181 Detailed Answer 203 Quick Answer 181 Detailed Answer 203 158 13 14 15 Chapter 2 IT Technician Exam Your company moves to a new location Because your company is very small you use a DSL connection to connect all users to the Internet When setting up the network you connect the DSL modem using an 11 connector to the phone outlet connect the DSL modem to a router using a CAT5 cable and plug the DSL modem into a power source You connect all the workstations to the router using CAT5 cable and put line filter
457. start up the system on the airplane Which Windows tool would you use to accomplish this task O O gt 13 How is a UNC path from a local computer remote printer The Services snap in The Startup snap in The Security snap in The Performance snap in directory located on a remote computer specified 0 14 You are preparing to upgrade from Windows 2000 Professional to Computer_name shared_resource_name computer_name shared_resource_name shared_resource_name shared_resource_name Windows XP Professional The system currently has a striped array installed What if anything should you do differently in this upgrade 0 Don t perform the upgrade because Windows Professional doesn t support striping Back up everything on the striped array before you start the upgrade Perform a clean Windows XP install instead of an upgrade so that the new operating system can install its own drivers for the array Check the RAID installation on the Windows XP HCL to make sure that it is supported 15 Which of the following does the Windows Disk Cleanup utility NOT do 0 Removes unused Installed Windows Components from the system Removes discarded files from the Recycle Bin Removes temporary Internet files from the system Removes quarantined antivirus files from the system
458. stem To do so you must access the CMOS Setup utility and disable the onboard video function there Answer If the adapter s icon shows an exclamation mark on a yellow background the card is not functioning properly Turn off the system and reinsert the device in a different PC Card slot If the same problem appears there are three possible sources of problems The card might be faulty the PC Card controller in the PC might be faulty or the operating system might not support the device in question Answer Windows includes an option that can be used to revert to an older device driver when a driver upgrade causes problems with a device This feature is called Driver Rollback and can be implemented through the Windows XP Device Manager Answer C A reversed FDD signal cable causes the FDD activity light to stay on con stantly Answer C In this case you must install third party device drivers to support the drive and continue the installation process Windows Setup provides an F6 function key option to pause the installation process so that these mass storage device drivers can be installed Answer B In ATX and BTX systems the mouse and keyboard can both use identical 6 pin PS 2 mini DIN connectors It is quite possible to plug these devices into the wrong connector if the color coding system is not followed Always check for this pos sibility when you have PS 2 devices that are not functioning Objectiv
459. swer 180 the office for several weeks The company has decided to upgrade Detailed Answer 194 her system with a new dual core processor system board and SATA hard drive with Windows XP Professional installed The company has tasked you with installing the upgrade components and transferring the user s data to the new drive When backing up user s existing HDD before an upgrade what types of files are irreplaceable for most users Select all that apply A Email Pictures System State files 0 Registry files Your supervisor wants you to install an application that Quick Answer 180 automatically starts for all users whenever they log on to a Detailed Answer 194 Windows computer in your facility Where do you do this in Windows XP Documents amp Settings Administrator Start Menu Programs Startup B Control Panel Add or Remove New Programs Set Program Access and Defaults O Start Programs Startup 0 Documents amp Settings All Users Start Menu Programs Startup Which Windows XP utilities work to keep the system s hard drive Quick Answer 180 running at its optimum capabilities Select all that apply Detailed Answer 194 The CHKDSK utility The DEFRAG utility The Disk Management utility The Device Manager Where in Windows 2000 can you optimize virtual memory Quick Answer 180 management Detailed Answer 194 Help and Sup
460. swer D Using solvents to clear blockages in the jets can dilute the ink and allow it to flow uncontrollably through the jet Answer A The single item in a dot matrix printer that requires the most attention is the ribbon cartridge It is considered a consumable part of the printer and must be changed often Answer D The inkjet nozzle is designed to provide the proper shape and trajectory for the ink drops so that they can be directed precisely toward the page The nozzles are also designed so that the surface tension of the ink keeps it from running out of the nozzle uncontrollably 382 Chapter 4 Depot Technician Exam Domain 4 0 Objective 4 1 1 Answer A A networked or online computer has more opportunity to contract a virus than a standalone unit because viruses can enter the unit over the network or through the modem Answer D From a security point of view it is recommended that FAT partitions be converted to NTFS partitions The Windows Setup utility provides you with the option to convert the partition to the new version of NTFS even though it was previously for matted as FAT or FAT32 This conversion process protects existing files unlike for matting the partition Windows 2000 and Windows XP both provide effective local hard drive security through their Encrypted File System EFS feature The EFS feature enables the user to encrypt files stored on the drive using keys only the designated user or an authorize
461. t Put on an antistatic wrist strap and connect it to the chassis of the system unit Unplug the computer from the AC power source Unplug the power supply from the system board s power connector 0 Roll back any existing drivers for the cards that you will be installing 3 What are all hazardous materials required to have that accompany them when they change hands A Disposal bags B Material Safety Data Sheets MSDS C Red flags D Mr Yuk stickers O O Q Quick Check Quick Answer 80 Detailed Answer 113 Quick Answer 80 Detailed Answer 113 Quick Answer 80 Detailed Answer 113 Objective 7 0 Safety and Environmental Issues 69 Objective 7 2 Identify potential hazards and implement proper safety procedures including ESD precautions and procedures safe work environment and equipment handling 1 You are preparing to travel to a job to upgrade the RAM ina customer s PC Which of the following statements is correct concerning the handling of the RAM modules Lay the RAM devices a sheet of foil while they are waiting to be installed B Store the RAM devices in antistatic bags to transport them installing the RAM modules D Use compressed air to blow any dust accumulation off the modules before installing them 2 You enter a customer s server room and see water on the floor and stained ceiling tiles What should you do first
462. t can you do to correct this problem 4 You are troubleshooting a laser printer that is producing a Fuser A B Calibrate the scanner and monitor Reduce the resolution of the scanner and scan the sample again Scan a smaller graphic to test the scanner D Install TWAIN drivers for the scanner Error message Which of the following should you do first Replace the fuser assembly Turn the printer off and on to see whether the error goes away C Replace the paper in the printer D Replace the transfer corona wire 5 After installing a new printer you discover that it prints odd characters in places What should you do to correct this problem A O O O Download the latest drivers for this printer from the manufacturer s website Patch the operating system from the Microsoft Windows Updates site Download and install updated third party drivers for this printer Obtain new flash code from the printer manufacturer to update the printer s firmware 6 What type of failure would cause your laser printer to start up in an offline condition O O O Q A The offline button has been pressed B The printer s interface cable might be defective 0 The toner cartridge is empty The printer driver is incorrect Quick Check Quick Answer 181 Detailed Answer 200 Quick Answer 181 Detailed Answer 200 Quick Ans
463. t by doubling the number of conductors in the signal cable to 80 while keeping the connectors at 40 pins Answer B Most portable PC designs have switched to nickel metal hydride NiMH lithium ion Li ion or lithium ion polymer batteries These batteries typically provide in excess of two or three hours of operation The actual life of a laptop computer bat tery may vary from just under one hour to over six hours in each sitting depending on the particular notebook PC type and configuration the way it is being used lots of disk disc accesses and the battery type and its age 6 10 11 12 Domain 1 0 287 Answer B An improved type of LCD places a transistor at each of the matrix row column junctions to improve switching times This technology produces an active matrix display that employs thin film transistor TFT arrays to create between one and four transistors for each pixel on a flexible transparent film TFT displays tend to be brighter and sharper than dual scan displays However TFT based LCD panels also tend to require more power to operate and are more expensive to produce than panels using other LCD technologies Answers A D Windows does not support the device obtain an OEM installation disk or CD for the device that has the Windows XP drivers It is necessary to click the Have Disk button in the Hardware Installation Wizard window and supply the file s location to complete the installation pro
464. t is a hazard to eyesight Great care should be taken to avoid contact between the laser light and your eyes 11 12 13 14 15 16 17 Domain 5 0 385 Answer repair situations the high voltage charge associated with video displays must be discharged This is accomplished by creating a path from the tube s high voltage anode to the chassis With the monitor unplugged from the commercial power outlet clip one end of an insulated jumper wire to the chassis ground of the frame Clip the other end to a long flat blade screwdriver that has a well insulated handle While touching only the insulated handle of the screwdriver slide the blade of the screwdriver under the rubber cup of the anode and make contact with its metal connection This should bleed off the high voltage charge to ground Continue the contact for several seconds to ensure that the voltage has been fully discharged Answer D You should replace the power supply unit Even if you are very good at soldering and repairing damaged cabling the condition may have caused damage to the power supply s electronics Also the cost of your time to repair and test the unit might exceed the cost of installing a new unit Answer B Many work related injuries occur due to improper material handling and lifting techniques The proper technique for lifting objects is to bend at the knees and lift with your legs keeping your back straight In other words lift wit
465. t on turn on the PC open the Add New Hardware applet and then install the correct printer driver from the Windows list Connect the printer turn it on turn on the PC insert the printer s OEM disk or CD in the appropriate drive and then install the correct printer driver using the Windows Have Disk function Connect the printer to the PC s parallel port interface turn it on turn on the PC access Windows click on the Add Printer option and then use the Add Printer Wizard to install the correct printer drivers 3 You are tasked with the install of a new USB printer in a Windows XP Home system Which of the following methods are commonly used for installing this type of printer Select all that apply O O A Enable USB printers in the CMOS Setup and let the system autodetect the printer Connect the printer to the host PC boot the computer system and allow the Windows PnP process to discover and install the proper driver Turn on the PC use the Add Printer Wizard and select a generic printer driver Then turn on the printer Insert the manufacturer s driver disc in the CD drive and allow the system to configure the printer when Windows starts up 4 Which of the following is not a type of interface connection commonly used with printers O USB SCSI SATA Quick Check Quick Answer 79 Detailed Answer 101 Quick Answer 79 Detai
466. t the Hardware tab and click on the Driver Signing button The Driver Signing Options page appears On this page you can estab lish how the system should react when it detects an unsigned driver Answer B To change a file s attributes in Windows Explorer right click on the desired file select the Properties option from the pop up list move to the General page and click on the desired attribute boxes Answer C In Windows operating systems you can establish sharing for a folder by right clicking on it and selecting the Sharing Sharing and Security in Windows XP option from the menu This produces the Sharing tab of the folder s Properties page Answer B The Windows XP ASR tool is a function of the Windows Backup utility NTBACKUP EXE and is used to back up and restore the System State information along with all the files stored on the system volume The ASR feature is considered to be the last resort that is used when you have been unable to recover the system using 11 12 13 14 15 16 17 18 19 Domain 2 0 291 other methods including Safe Mode the Last Known Good Configuration option and the Recovery Console Answer B The MD path newfolder Make Directory statement creates a new subdi rectory named newfolder in the path indicated Answer B The Selective Startup option located on the General tab of the System Configuration Utility dialog box interactively loads device drive
467. t wires are heated in the direct thermal printer so that they can burn dot patterns into special thermal paper Thermal printers are widely used for barcode printing battery powered handheld printing devices and credit card receipt printers Answer D The printhead in a dot matrix printer is a vertical column of print wires that are controlled by electromagnets Dots are created on the paper by energizing selected electromagnets which extend the desired print wires from the printhead The print wires impact an ink ribbon which impacts the paper Answer B The toner is transferred to the paper from the drum because of the highly positive charge the transfer corona wire applies to the paper The positive charge attracts the negatively charged toner particles away from the drum and onto the page Answers A C A The transfer corona wire transfer roller is responsible for transferring the toner from the drum to the paper The toner is transferred to the paper because of the highly positive charge the transfer corona wire applies to the paper C A high voltage applied to the primary corona wire creates a highly charged negative field that conditions the drum to be written on by applying a uniform negative charge lt 600V to it Answer B After the image has been transferred to the paper a pair of compression rollers in the fusing unit melts and presses the toner particles into the paper Objective 4 0 101 10 Ans
468. t you want to access and click Start Test Creating a Shortcut to the MeasureUp Practice Tests To create a shortcut to the MeasureUp practice tests follow these steps 1 2 3 Right click your desktop From the shortcut menu select New gt Shortcut Browse to C Program Files MeasureUp Practice Tests and select the MeasureUpCertification exe or Localware exe file Click OK 390 Appendix A What s the CD ROM 5 Click Next 6 Rename the shortcut Measure Up 7 Click Finish After you complete step 7 use the MeasureUp shortcut on your desktop to access the MeasureUp products you ordered Technical Support If you encounter problems with the MeasureUp test engine on the CD ROM please contact Measure Up at 800 649 1687 or email support measureup com Support hours of operation 7 30 a m to 4 30 p m EST In addition you can find Frequently Asked Questions FAQ in the Support area at www measureup com If you would like to purchase additional MeasureUp products call 678 356 5050 or 800 649 1687 or visit www measureup com
469. tall it out of the sunlight D Install a dust cover the printer and install it under the shipping documents table to keep it in the shade Quick Check Quick Answer 362 Detailed Answer 381 Quick Answer 362 Detailed Answer 381 Quick Answer 362 Detailed Answer 381 Quick Answer 362 Detailed Answer 381 352 Chapter 4 Depot Technician Exam Quick Check 4 Which of the following are good ways to prevent paper jams from Quick Answer 362 occurring in a printer Select all that apply Detailed Answer 381 Buy the best quality paper available Make sure that the paper used has the correct weight for the printer you are using Oil the gears and detector mechanisms on a regular basis Make sure that the paper used has the correct thick ness for the printer you are using 5 Your laser printer has just been repaired for the fourth time in four Quick Answer 362 months The paper handling mechanism is wearing out too Detailed Answer 381 quickly Which of the following is the most likely cause of this accelerated wear 0 The paper being used is too coarse The paper size is set wrong in the printer tray The paper being used is too heavy The toner type is incorrect 6 What are the consequences of using a solvent to unclog inkjet Quick Answer 362 nozzle Detailed Answer 381 Clogged inkjets Improp
470. te A connection to a certificate server that employs SSL TLS presents a URL that begins with https For example a site called https buy now com is a secure site in which messages between the browser and server are encrypted The browser indicates that the connection is secure by displaying a locked padlock or key near the bottom corner of the browser Answer C The File Transfer Protocol FTP is used to upload files to and download files from the Internet Large files take considerably less time to send and download through an FTP operation than they would using an email server FTP also can reconnect after a communications break and start sending information again from the point where it was interrupted This is not true of emails with attachments Answer A The World Wide Web WWW is a menu system that ties together Internet resources from around the world Web servers inventory the Web s resources Hypertext Transfer Protocol HTTP is a client server protocol used to download files from the Internet A client which can be any network workstation or a standalone computer connected to the Internet through an ISP sends a request to a web server for files contained at the server The server responds to the request by sending the files to the client Nearly any file type can be sent using HTTP Most Internet applica tions on the WWW use HTTP Answer B The BRI ISDN which is used mostly in residential service can transfer voice and
471. te ways of disposing of chemical solvents and cans If they are not listed on the MSDS dispose of them your normal trash disposal system Open the containers and allow the liquids to evaporate so that they can be buried If your local code calls for it dispose of the items in a Subtitle D dumpsite Burn them an acceptable disposal oven 4 are those substances that can pass through a standard paint filter Color liquids Acoustic liquids Free liquids D Geomantic liquids 5 CRT monitors contain which of the following elements that cause their disposal to be considered hazardous A O O O O B D Copper Lead Tin Aluminum Quick Check Quick Answer 81 Detailed Answer 113 Quick Answer 81 Detailed Answer 114 Quick Answer 81 Detailed Answer 114 Quick Answer 81 Detailed Answer 114 Quick Answer 81 Detailed Answer 114 Objective 7 0 Safety and Environmental Issues 71 Quick Check 6 When disposing of a CRT you should first Quick Answer 81 O O A PENA T Detailed Answer 114 pack it in its original container and dispose of it in the normal garbage discharge the HV anode and dispose of it in the nor mal garbage pickup check applicable local ordinances and dispose of it in accordance with local regulations smash the CRT s glass envelope with
472. tead of the letters you type Detailed Answer 87 What is the most likely cause of this problem A The Fn key is stuck B The Shift key is stuck C The Windows Character Map is configured incorrectly D OOO 0 The NumLk key has been depressed 18 Chapter 1 Essentials Exam 10 After you finish building a new computer you notice that none of the USB devices functions at startup What is the first thing you should do to troubleshoot this problem Remove the USB devices and install them one at a time while the system is running so that the hot swap function can detect them and install the proper drivers Disconnect all the USB devices reconnect them and let the system detect them through the PnP process Start the system in Safe Mode and use the Device Manager to troubleshoot each device s driver configuration D Check the CMOS Setup utility and enable the USB ports in the Integrated Peripherals page 11 What questions should you ask the user when you are first examining a defective unit Select all that apply A What were you doing when the problem occurred 1 the unit new Did it ever work OOD B C Was there an error message What did it say D How much experience do you have with this type of computer 12 Which symptom would the POST not identify A ACMOS RAM error A stuck keyboard key A hard drive failure D ARAM chip that fails at high temperature
473. ted in Windows XP This WPA version fully implements the security mechanisms for wireless networks called for in the IEEE 802 11i standard WPA2 mandates both TKIP and AES encryption capabilities for secure data transmissions WPA2 provides excellent wireless LAN security using a high level of encryption along with choice of strong and stronger authentication protocols 6 Answer A Power Users is a special group that has permissions to perform many management tasks on the system but does not have the full administrative privileges of the Administrator account Power Users can create and manage users and groups they create 7 Answer D A networked or online computer has more opportunity to contract a virus or encounter grayware including spyware and adware than a standalone PC because these programs can enter the unit over the network or through the network connec tion In particular all computers with connections to the Internet should be protected by at least an antivirus solution as well as spyware and adware blockers before they are ever attached to the Internet Conducting regular virus scans of the system s mem ory and HDD is critical when using the Internet 110 10 11 12 13 14 Chapter 1 Essentials Exam Answer B The network administrator is generally responsible for determining which personnel can have access to the server room and may require a logbook entry for anyone working inside the server room
474. tem board Detailed Answer 185 additional high speed DDR2 RAM a high end video display card and a Windows XP Professional operating system Your current system uses 350W power supply a Pentium II microprocessor 512MB of SDRAM RAM a 30GB EIDE drive and 52X CD RW drive What other equipment do you need to upgrade to reach the desired function for this system A faster HDD unit is needed A larger power supply is needed A larger HDD unit is needed D A DVD drive should be installed to replace the CD ROM drive What type of equipment should be used to minimize the chances Quick Answer 179 of ESD during normal computer maintenance work Detailed Answer 186 A Surge protector Terrycloth towel C Wrist strap D Screwdriver O QO 0O O 122 Chapter 2 IT Technician Exam Quick Check 18 The most effective tool for protecting the PC system from Quick Answer 179 dangerous static buildup is Detailed Answer 186 an ESD wrist or ankle strap the safety ground plug at a commercial AC receptacle the ground plane of the system board 0 the chassis ground provided by the brass standoff s 19 Which of the following is the best way to optimize the cooling Quick Answer 179 system in a desktop PC Detailed Answer 186 A Use fewer devices Drill holes in the side panels O O O O B C Remove the side panels D Add additional case fans to inc
475. ter manufacturer Use high quality toner in a refill cartridge to get good quality and low prices C Use only the highest quality printer paper D Tell customers to reload their own cartridges so they know that they have high quality materials to work with 154 Chapter 2 IT Technician Exam Quick Check 2 A new laser printer in your Hawaiian warehouse is consistently Quick Answer 181 picking up too many sheets of paper The warehouse is open to Detailed Answer 201 the outside atmosphere when large trucks are backed up to its loading docks to load or unload products What is the most likely cause of this problem Dust from the outside air is defeating the page thickness sensors so that the printer cannot determine the correct thickness of the paper being used Temperature changes caused by the large doors opening and closing are causing the printer s pickup sensors to incorrectly read the thickness of the paper Humidity caused by the open atmosphere of the warehouse is causing the pages to stick together so that they cannot be picked up properly by the printer s separation mechanism D The wrong paper setting is being used in the warehouse printer and a simple adjustment to the tray settings should correct the problem As part of your company s maintenance agreement with your Quick Answer 181 customers you have just serviced a customer s three tray laser Detaile
476. ter for printing The Print Manager The Print Spooler The Print Buffer 0 The Print Queue 3 network printing environment what Windows structure controls printing for everyone on the network The Print Spooler The Print Manager The Print Buffer The Printer Queue 4 Which of the following standards establishes high speed bidirectional capabilities for a parallel printer port IEEE 1284 1 1394 802 3 802 11 5 Which printer type uses a photosensitive drum A Dot matrix B Inkjet C Laser D Dye sublimation Quick Check Quick Answer 181 Detailed Answer 199 Quick Answer 181 Detailed Answer 199 Quick Answer 181 Detailed Answer 199 Quick Answer 181 Detailed Answer 199 Quick Answer 181 Detailed Answer 199 Domain 4 0 Printers and Scanners 149 Quick Check 6 Which of the following printers can produce photographic quality Quick Answer 181 continuous tone images Detailed Answer 199 Dot matrix printer Dye sublimation printer C D Thermal wax transfer printer Direct thermal printer 7 What type of printer uses a multicolored waxed ribbon that small quick answer 181 pins heat up to melt the wax onto the paper Detailed Answer 199 WOO A Dye sublimation B Thermal wax C D Thermal auto chrome Solid ink O
477. ter icon Objective 4 3 Identify tools and diagnostic procedures to troubleshoot printers and scanners 1 A laser printer is printing faded text in your documents The toner 2 cartridge has just been replaced and is not the problem What is most likely the problem 0 bad primary corona wire A bad transfer corona wire A bad laser scanning module The rotating drum is not getting completely discharged A user reports that she can t print to her local inkjet printer no paper comes out and nothing is printed When you examine the Printers and Faxes page of her Windows XP system you see that only an HP Laser 1100 printer is showing on the page What is the most likely cause of this problem O The printer is not installed in the system The printer spooler has been disabled on the system The wrong printer driver has been installed in the system The default printer setting has been set incorrectly on the printer Quick Check Quick Answer 181 Detailed Answer 200 Quick Answer 181 Detailed Answer 200 Quick Answer 181 Detailed Answer 200 152 Chapter 2 IT Technician Exam 3 After installing a new USB scanner you scan a sample color docu ment The output on the video display looks okay but when you print it out the image on the page looks odd because the four color dots CMYK do not line up correctly for each pixel Wha
478. that apply Place the CD ROM or DVD writer on an IDE channel of its own This keeps the drive from competing with other drives for the channel s available bandwidth Conduct the write operation on the same drive as the read operation and use reduced write speed options Locate a Flash program for the drive s BIOS to upgrade it so that it provides better support for the write function 0 Switch the master slave settings on the HDD and CD RW drive so that the CD RW drive has first position for the primary controller 2 When you are installing a ribbon cable for a disk drive the color stripe should 10 _ the red dot on the board 34 the white dot on the connector pint 3 You have just installed 500GB HDD a Windows Professional machine When you start up the system it recognizes only 137GB of drive space What are the most likely causes of this problem Select all that apply The system needs a new HDD driver for Windows to handle this size drive B The firmware on the HDD needs to be updated to work with Windows XP Pro The system needs to have Service Pack 1 SP1 higher installed to handle this size drive O D The system needs to have the BIOS flashed with a version that can accommodate the new drive Quick Check Quick Answer 76 Detailed Answer 85 Quick Answer 76 Detailed Answer
479. that the cable segment is long enough so that he can place the video camera on a tripod in a specific place in his office and still be connected to the worksta tion Which of the following is the maximum segment length for an IEEE 1394 connection O 0O O O A B 63 feet 14 feet 20 feet 30 feet Quick Check Quick Answer 76 Detailed Answer 85 Quick Answer 76 Detailed Answer 85 Quick Answer 76 Detailed Answer 85 Domain 1 0 Personal Computer Components 15 Quick Check 10 What action should be taken when upgrading an AGP card or Quick Answer 76 system board containing an AGP slot Detailed Answer 86 Set the CMOS setting for the AGP function to Autodetect so that the system automatically establish es compatibility between the slot and the card Always install Universal AGP cards so that you can always be sure the slot and card are compatible Consult the system board and AGP adapter card s documentation to verify their compatibility with the other component Obtain the correct BIOS Flash routine for the new AGP device so that you can upgrade the BIOS to work with the adapter Objective 1 3 Identify tools diagnostic procedures and troubleshooting techniques for personal computer components Quick Answer 76 1 You have been called in to troubleshoot a new Windows Media Detailed answer 86 Center Edition installation that is not supp
480. the TWAIN application generates an error message when you try to perform a scan operation The scanner application software installs the TWAIN drivers when it is installed You should uninstall and reinstall the scanner s TWAIN software Answer A The Bluetooth option enables users to print directly from notebook PCs PDAs or cell phones Bluetooth can be added to an existing USB or parallel port print er through a small Bluetooth receiver that plugs into the port It also makes printer placement a simple and dynamic activity You need only to position the printer within the specified range generally 20 feet the maximum range for low power Bluetooth is 10 meters 32 feet of the Bluetooth device to achieve connectivity Also you can pick up the printer and relocate it to another room or office Answer C Because this is a new printer installation before you leave the office you should verify that the printer installation runs correctly from the host computer through the printer In the case of a network ready printer you should verify that the customer can print from different locations in the network Answer It is not unusual for commercial office printers to offer several types of add on components for their machines such as a duplexer a device that reroutes paper through the printer so that copies can be made on both sides However duplex ers are not typically a standard part of the printer Therefore your custome
481. the desired printer s icon While viewing the print spooler queue you should check to make certain that the printer has not been set to the Pause Printing setting However in this scenario the customer is trying to print to an inkjet printer but only a laser printer has been defined for use The local inkjet printer must be added and defined in the local computer s Printers and Faxes list using the Add Printer Wizard Despite having the wrong printer driver installed in the system the printer would still allow the printer to print something It just wouldn t be correct Answer B If you receive printed images that appear to have speckled areas you may have the scanner resolution set too high Images scanned with the resolution set too high may appear fuzzy blurry or out of focus Decrease the resolution setting and rescan the image Domain 4 0 201 4 Answer In some cases turning off the printer waiting 10 minutes so and then turning it back on can clear fuser error messages If the message continues remove and reseat the fuser assembly If this does not correct the error message troubleshoot or replace the fuser assembly according to the manufacturer s guidelines 5 Answer A Drivers delivered with Windows XP may not be the latest version for a given peripheral device these drivers were added to XP when it was created and they may not support the new printer s current firmware version Therefore for a new printe
482. the information and have the other per son call the customer B Give the customer the other technician s number C Call the other technician to see if he wants his number released to this person Tell the customer that you do not know the number to avoid any kind of potential problems from giving out the number Quick Check Quick Answer 285 Detailed Answer 313 Quick Answer 285 Detailed Answer 313 Quick Answer 285 Detailed Answer 314 Domain 6 0 Professionalism and Communication 279 4 You are working on a PC at a customer s desk and you come to the conclusion that you need to disassemble the machine to replace the system board How should you do this Quickly do the work at the customer s desk and get the machine back in operation as quickly as possible B Remove the PC to a proper workspace to work on it Replace the unit with a temporary unit instead of repairing it at the customer s desk O D Arrange to come back after the office is closed to work on the PC without interrupting the user 5 One of your customers has given you a request for work that is prohibited by your company s written policies What should you tell the customer Tell the customer you can t do it the request is against your company s policies B Tell the customer you will see if there is some allow able alternative that you can offer Tell the customer
483. the paper D It monitors the temperature of the unit Quick Check Quick Answer 361 Detailed Answer 377 Quick Answer 361 Detailed Answer 377 Quick Answer 361 Detailed Answer 377 Quick Answer 361 Detailed Answer 377 Quick Answer 361 Detailed Answer 377 Domain 3 0 Printers and Scanners 345 Objective 3 2 Install configure optimize and upgrade printers and scanners 1 You have been asked to set up a new laser printer that a customer has purchased from your store When you examine it you find that a number of connectivity options are available with the print er including wireless RF Bluetooth infrared and USB connec tions Which printer interface is fastest for a local printer USB 2 0 Bluetooth IrDA D FireWire 400 2 What is the recommended clear distance and the maximum angle specified for IrDA printer connections 3 meters 45 2 meters 30 1 meter 15 4 meters 60 3 What is the first thing you should do with a new inkjet printer installation after physically installing it and connecting it to the host PC A Print a test page from the printer B Print a test page from the host computer C Remove the shipping ink cartridges and install new ones Load its drivers on the host PC Quick Check Quick Answer 362 Detailed Answer 378 Quick Answer 362 Detailed Answer 378 Qui
484. the user about its operation As with other training efforts avoid using slang and jargon to instruct the user about the operation of the printer Answer A Most scanners use drivers written to the TWAIN specification This specifi cation provides drivers specifically designed for use in digital imaging equipment These drivers make diverse pieces of imaging equipment compatible with TWAIN support software applications Answers A D A To access the Add Printer Wizard using the Start menu in Windows 2000 move to the Settings entry click on Printers and then double click the Add Printer icon D In Windows 2000 you can access the Add Printer Wizard through the Control Panel Printers path Objective 4 3 1 2 3 Answer B Faint print in a laser printer can be caused by a number of things If the contrast control is set too low or the toner level in the cartridge is low empty or poorly distributed the print quality can appear washed out Other causes of faint print include a weakened corona wire or a weakened high voltage power supply that drives it Replace the unit that contains the corona wire Also replace the high voltage power supply Answer A Normally if a printer is not producing anything in a Windows environment even though print jobs have been sent to it you should check the print spooler to see whether any particular type of error has occurred To view documents waiting to be printed you double click
485. ting system installation When the process moves into the GUI phase the touchpad becomes active You have installed an incompatible processor type that must be replaced The touchpad connector may have been loosened during the installation Reconnect it D The portion of the system board responsible for the touchpad has shorted out You need to install a USB touchpad or mouse 2 You have installed 1GB of RAM in a notebook used by the sales staff After some time one of the sales people tells you that the notebook is only showing 700MB available What should you tell the salesperson Someone must have removed a memory module so you need to check the machine before it goes back into the field One of the machine s modules must have gone bad so it needs to be replaced before it goes back into the field The machine has BIOS shadowing configured in the CMOS so the missing RAM capacity is being used to hold a copy of the BIOS so that the system can access it faster 0 Notebooks often use shared video memory which uses a portion of the system s installed memory capacity for video display support Quick Check Quick Answer 77 Detailed Answer 90 Quick Answer 77 Detailed Answer 90 24 Chapter 1 Essentials Exam 3 Which of the following is the best way to detect a bad battery ina Windows XP based laptop PC O O O O A B Check the voltage
486. tion settings B Check the notebook for an external button to enable its internal radio module and antenna O Check the notebook s TCP IP configuration O D Run PING 127 0 0 1 to ensure that the local net work adapter s IP address has been initialized 8 Link lights on a network switch are blinking rapidly even with all the other switch ports disconnected What two items could be causing this condition A There is a bad network card in the computer attached to the switch port TCP IP is not configured properly in the computer The network cable between the NIC and the switch is cross wired D There is a bad port in the switch 9 What TCP IP command would be used to reestablish network connectivity O A IPCONFIG all IPCONFIG release IPCONFIG renew 0 IPCONFIG registerdns 10 In general what is the first TCP IP tool used to begin troubleshooting network connectivity problems A IPCONFIG B ARP C NET VIEW D PING OO OU Quick Check Quick Answer 182 Detailed Answer 205 Quick Answer 182 Detailed Answer 205 Quick Answer 182 Detailed Answer 205 Quick Answer 182 Detailed Answer 205 164 Chapter 2 IT Technician Exam Quick Check 11 Which TCP IP utility can be used to locate a slow router on a wide Quick Answer 182 area network such as the Internet Detailed Answer 205 ARP TRACERT
487. tions are configured 112 Chapter 1 Essentials Exam Objective 6 4 1 Answer A The Windows Update service is offered through the Internet and enables the system to periodically check the Microsoft Updates site for enhancements When the system connects with the site the service compares the current status of the local Windows installation to the latest information on the site It then provides a list of available updates for the computer Users can select which updates are applicable to their use Users can also access the Windows Update service at any time through the Start menu or through the Internet Explorer Tools menu The Windows Update service is also used to obtain service packs These additions are important because they address major issues that have been detected in the operating system version since it was launched or since the last service pack was issued An even better friend would make sure that he was set up with automatic updates so that he did not need to remember how to access the updates site and make choices beyond his abilities 2 Answer B There are some malicious computer activities for which the only prevention method is to educate customers about them They must be educated about the fact that these attacks occur and given examples of strategies that can be used to prevent them from working Objective 7 0 113 Objective 7 0 Objective 7 1 1 Answer The plastic tweezers are the best tool for retrieving s
488. to be fragmented reassembled It enables messages to be routed to a specific computer It can service networks that include a wide variety of computer types It provides a high level of encryption to data packets 23 Why are you required to use plenum rated cable in air returns 0 To minimize the spread of toxic gases throughout the facility To avoid additional heat buildup in the air space To reduce EMI caused by air handling equipment To protect the cabling from oxidation 24 Which of the following modem types is not considered a high speed broadband communications device DSL modem An ISDN modem C D Acable modem An analog modem Quick Check Quick Answer 79 Detailed Answer 106 Quick Answer 79 Detailed Answer 106 Quick Answer 79 Detailed Answer 106 Quick Answer 79 Detailed Answer 106 Objective 5 0 Networks 55 Objective 5 2 Install configure optimize and upgrade networks 1 A traveling user needs to access the company s network through a wireless access point when he is in the office What type of hardware do you recommend An IrDA card IEEE 1394 adapter An 802 3 adapter D An 802 11 adapter 2 You have been asked to make recommendation to improve the performance of a client s network When you examine the network architecture you find that it is based on low speed hub
489. to check Detailed Answer 205 O O O O A Check the network adapter drivers to see that they are configured properly Ping a known IP address to see whether the network cable and connectivity are good Check for the presence of link lights on the back of the NIC Run IPCONFIG to see whether the local network hardware is functioning 5 Which IP address invokes the TCP IP loopback test function Quick Answer 182 0 127 0 0 1 Detailed Answer 205 10 0 0 1 169 192 0 1 172 254 0 1 6 user has called to report that one of the network s printers Quick Answer 182 previously worked but now it doesn t When you inspect the Detailed Answer 205 printer you find that its signal and power cables are all connected properly You can ping the printer s gateway from the user s computer but cannot ping the printer s IP address What is the most likely cause of this problem D The user has a bad network adapter card The user has a corrupt NIC driver The local network cable is bad The TCP IP protocol has been disabled on the printer Domain 5 0 Networks 163 7 You have just finished configuring a notebook PC that has a built in wireless NIC However when you start the system you find that you can t connect to any wireless network What should you check first Run IPCONFIG ALL to check the local network configura
490. to contact your supervisor 0 Perform the requested work on your own time so that you keep your customer happy without breaking the company s policy 6 When work is requested that is outside the scope of your company s agreement with the customer what should you do Call your supervisor describe the requested additional work and proceed as directed B Offer to do the work after hours because this is such an important customer Refuse the work because it is not part of the scope of work you have been given D Inform the customer that the additional work will cost extra and perform the requested work 7 While talking with an employee you notice that he is illegally downloading music on a company computer What should you do about this A Advise your supervisor B Remove the download utility from the machine C Tell the user to stop the unauthorized activity D O O OQ Do nothing because this is not your responsibility Quick Check Quick Answer 285 Detailed Answer 314 Quick Answer 285 Detailed Answer 314 Quick Answer 285 Detailed Answer 314 Quick Answer 285 Detailed Answer 314 280 Chapter 3 Remote Support Technician Exam Quick Check 8 Which of the following is the best method of training users to Quick Answer 285 operate the new equipment you ve just installed Detailed Answer 314 Reading the equipment s documentation
491. to move to another directory to check for the presence of specific files there Which command line statement do you use to move between directories O A 0 GD 5 After receiving an NTLDR is Missing message ona Windows 2000 Professional system you boot the machine using the Windows distribution CD kit and gain access to the system s Recovery Console When you examine the contents of the drive you do not see the NTLDR file in the root directory You suspect that the file is not apparent because it is a hidden system file Which of the following actions enables you to change the attrib utes of the file so that you can verify its presence 0 Restart the system in Safe Mode access the Windows Explorer right click on the C drive select Properties from the pop up list move to the General page and click on the desired attribute box Runthe attrib r s h c ntldr com mand from the command line Restart the system in Safe Mode access the Windows Explorer click the View menu select the Folders entry click the View tab and check the Show All Files box Run the attrib r s h c ntldr com mand from the command line 6 When you start up your PC several unfamiliar icons appear in the notification area of the taskbar and the system s startup response is noticeably slow What Windows utility should you use to trou bleshoot these symptoms A D
492. to start in Step by Step Confirmation mode When the System Recovery tool does not start Windows 0 When the Emergency Repair Disk does not start Windows 15 What types of problems is the MSCONFIG EXE utility used for A Hardware configuration System configuration Network configuration D Desktop configuration Quick Check Quick Answer 180 Detailed Answer 197 Quick Answer 180 Detailed Answer 197 Quick Answer 180 Detailed Answer 197 Quick Answer 180 Detailed Answer 197 Quick Answer 180 Detailed Answer 197 Domain 3 0 Operating Systems 145 Objective 3 4 Perform preventative maintenance for operating systems 1 How do you configure the Automatic Updates feature for Windows 2000 0 Use the Add Components utility to add the Automatic Updates feature to the system Double click Automatic Updates in the Control Panel and then click Automatic Use the Add Remove Programs utility to install the Windows Automatic Updates utility Access the Microsoft Windows Update web page and click the Automatic Updates option 2 Before installing a new software program on your supervisor s Windows XP Professional computer you think it wise to establish a Restore Point that you can return to in case something goes wrong with the installation Where do you set up a Restore Point in Windows XP Professional O O O O A
493. to the users and having them highlight the parts they will need after you are gone To avoid putting the users to sleep with a long techni cal discussion of the equipment s operation give them the quick version of the most important points avoid ing technical terms whenever possible Suggest that they purchase an extended training class from your company to ensure that they are fully acquainted with the new device or system D Use their new equipment to show them how it operates Quick Check Answer Key 281 Quick Check Answer Key Objective 1 1 1 6 11 2 D 7 12 3 8 13 D 4 0 9 C D 5 B 10 D Objective 1 2 1 5 9 2 D 6 10 3 7 11 4 8 Objective 1 3 1 3 2 4 Objective 2 1 1 0 9 17 2 10 18 3 11 19 D 4 12 20 5 13 21 D 6 14 22 7 15 B D 8 16 282 Chapter 3 Remote Support Technician Exam Quick Check Answer Key Objective 2 2 1 Ooo v OO gt DO gt Objective 2 3 1 gt Objective 2 4 1 C D 2 Objective 3 1 1 2 3 10 11 12 13 14 10 11 12 13 14 15 16 17 18 gt gt o go i i 20 21 22 23 24 25 26 27 gt
494. to wear in the printer bad registration and bad print appear in cyclic form This can be attributed to the dimensions of cyclic components such as the drum the devel oping roller in the toner cartridge or the fusing roller When you have cyclic problems examine the various mechanical components for wear or defects Answers A If the tops of characters are missing the printhead is misaligned with the platen You might need to reseat it in the printhead carriage or you might need to adjust the carriage assembly to the proper height and angle Answers A B The single item in an inkjet printer that requires the most attention is the ink cartridge or cartridges As the ink cartridge empties the printing eventually becomes faint and uneven and the resolution of the print on the page diminishes Answers A C Bad paper feed rollers cause an inkjet printer to produce wavy graph ics If the paper thickness settings are correct but the print output is disfigured you need to replace the paper feed rollers A If an inkjet printer s paper thickness selector is set improperly the paper can slip as it moves through the printer and cause wavy graphics to be produced Check the printer s paper thickness settings If they are cor rect and the print output is disfigured you need to replace the paper feed rollers C Answers A D A white page indicates that no information is being written on the drum This condition basically involves t
495. tory are deleted Quick Answer 77 Detailed Answer 92 Quick Answer 77 Detailed Answer 92 Quick Answer 77 Detailed Answer 92 Quick Answer 77 Detailed Answer 92 Quick Answer 77 Detailed Answer 92 10 11 12 13 14 Objective 3 0 Operating Systems 29 What is the proper way to remove a USB mass storage device Click the Safely Remove Hardware icon in the systray USB devices are hot swappable and can be installed removed at any time Use the New Hardware Wizard to remove the device from the system and then disconnect it 0 Disable the device in the Device Manager and then physically remove it from the system What is the native file system for Windows 2000 and Windows XP Professional NTFS4 FAT32 FATI6 NTFS5 What Windows command line utility can be used to create and manage disk partitions FDISK DISKPART 0 DISKPERF How many logical drives be created on a FAT drive 8 23 38 0 44 Where does the bootstrap loader look for the operating system boot files A The dynamic partition B The active partition C The extended partition D The primary partition O O Oo Quick Check Quick Answer 77 Detailed Answer 93 Quick Answer 77 Detailed Answer 93 Quick Answer 77 Detailed Answer 93 Quick Answer 77 Detailed Answer 93
496. tup disks to boot the system so that the ERD disks can be used you must make sure the system is configured to read the floppy disk drive through the CMOS Setup utility Answer In the case of failure events the system usually generates a user alert through a pop up dialog box on the screen The information in the box indicates the nature of the problem and refers you to the Event Viewer for details The Event Viewer is available through the Start Programs All Programs in XP Administrative Tools Event Viewer path This tool can also be accessed through the Control Panel Administrative Tools Computer Management path Answer An Invalid Media Type message appears when the controller can not find a recognizable track sector pattern on the drive It indicates that the drive is not properly formatted Therefore you might need to repartition the drive and then reformat it with an operating system However you should be aware that some prod ucts such as Partition Commander can hide a partition until you unhide it This leads to the same result Answer A If the Windows video problem prevents you from being able to work with the display restart the system press the F8 function key when the Starting Windows message appears and select the Safe Mode option This should load Windows with the standard VGA driver and should furnish a starting point for installing the correct driver for the monitor being used 11 12 13 14
497. twork arrangement the users connected to the network can easily share access to different network resources such as hard drives and printers These resources can be shared at the discretion of the individual user Answer C The SC connector is the dominant connector for fiber optic ethernet net works The connector is designed so that it correctly aligns the end of the fiber cable with the receiver Answer D UTP LAN cable connects a computer and a switch using RJ 45 connectors 106 20 21 22 23 24 Chapter 1 Essentials Exam Answer B A multimode fiber cable transmits light over sufficient distances for use in local area networks less than 3000 feet A single mode fiber cable is normally reserved for use in high speed long distance cable runs up to 24 miles 40km in point to point configurations 5km in an ethernet installation Answer C NWLink is Microsoft s version of the Internetwork Packet Exchange Sequenced Packet Exchange IPX SPX network protocol used in older Novell NetWare environments Although NetWare has used IPX SPX for the majority of its networking functions with the release of NetWare 5 0 Novell changed NetWare s primary protocol from IPX SPX to TCP IP Even so the majority of the installed NetWare networks continue to run IPX SPX for at least some networking functions NWLink is relatively easy to install and manage and is also routable protocol Answer D The TCP IP packet is desig
498. uarantee that you will pass the exam only by memorizing the practice questions given in this book Hints for Using This Book Because this book is a paper practice product you might want to complete your exams on a separate piece of paper so that you can reuse the exams over and over without having previous answers in your way Also a general rule of thumb across all practice question products is to make sure that you are scoring well into the high 80 to 90 range in all topics before attempting the real exam The higher percentages you score on practice question products the better your chances for passing the real exam Of course we cannot guarantee a passing score on the real exam but we can offer you plenty of opportunities to practice and assess your knowledge levels before you enter the real exam When you have completed the exam on paper use the companion MeasureUp CD to take a timed exam This will further help you gain confidence and make a self assessment in case you need more study Your results will indicate the exam objectives in which you need further study or hands on practice 3 Introduction Need Further Study Are you having a hard time correctly answering these questions If so you probably need further review of all exam objectives Be sure to see the following products related to this book from Que Publishing gt CompTIA A Exam Cram by Charles J Brooks ISBN 0 7897 3564 4 gt A Exam Prep Exams 220 40
499. ularly dusty environments it is a good practice to check the air vents in the system unit chassis and remove any dust buildup present Even partial blockage of these openings can significantly affect the cooling capabilities of the system Answers A B D Sources of heat buildup around the computer and its peripherals include direct sunlight from an outside window locations of portable heaters in the winter and papers and books piled up around the equipment Answer C The oxidation buildup occurring on electrical connectors and contacts reduces the flow of electricity through the connection Even with proper handling some corrosion can occur over time This oxidation can be sanded off with emery cloth rubbed off with a common pencil eraser or special solvent wipe or dissolved with an electrical contact cleaner spray The only acceptable answer offered in this question is the use of contact cleaner Answer B Excessive heat can cause premature aging and failure of electronic compo nents High humidity can also lead to heat related problems and failures but this should not be as much of a problem in a desert area Installing the computers in an air conditioned environment will enable you to maintain the temperature and humidity levels that the computers will be working in Answer A Microcomputers are designed to run at normal room temperatures If the ambient temperature rises above about 85 F heat buildup can become a problem Ans
500. update the Internet Connection Firewall ICF became known simply as the Windows Firewall and was moved under the Security Center icon in the Control Panel Answer D One of the symptoms associated with virus infections is slow or erratic printing In this question no operating system patches or service packs have been applied This makes Windows less secure from attacks by viruses and other malware Attempt to use antivirus and other malware detection and removal tools to clear any of these items from the machine Then update the operating system with the latest serv ice pack Windows XP Service Pack 2 introduced several security features such as the Windows Firewall the Windows Security Center and Pop up Blocker for Internet Explorer These enhancements were included to provide better protection from viruses worms and hackers Domain 4 0 199 Domain 4 0 Objective 4 1 1 Answer B Nonimpact printers relied on special heat sensitive or chemically reactive paper to form characters on the page Thermal printing techniques were at one time widely used with PC printing These printers use heated elements to burn or melt dot pattern characters on special paper There are two types of thermal printers direct thermal printers and thermal wax transfer printers 2 Answer D The print queue structure allows multiple files to be loaded onto a print server for printing which may or may not be located with the physical print device Closing
501. upported by Windows cannot be installed Usea driver from a similar model from the same manufacturer in the Add Hardware Wizard s list of supported devices 0 Attempt to locate the specific device in the Add Hardware Wizard s list of supported devices Quick Check Quick Answer 281 Detailed Answer 286 Quick Answer 281 Detailed Answer 287 Quick Answer 281 Detailed Answer 287 218 Chapter 3 Remote Support Technician Exam Quick Check 8 If the system s PnP function does not recognize a network adapter Quick Answer 281 card you are trying to install where you go to install it in a Detailed Answer 287 Windows XP Professional system Navigate to the Device Manager expand the Network Adapters node and configure the driver options for the new card Click on the Network Connections icon in the Control Panel and configure the settings for the new card Click on the Add Hardware icon in the Control Panel and use the Add Hardware Wizard to install drivers for the new card 0 Navigate to Control Panel System and select the Hardware tab Then click on the Hardware Profiles button to configure the new card 9 Your notebook PC is running out of battery power faster than it Quick Answer 281 should What should you do to correct this Select all that apply Detailed Answer 287 Place the battery in a commercial battery charger overnight
502. ur friend is basically PC illiterate However he is worried that his system is not up to date because he has heard about updates to Windows XP but the has no idea of how to acquire or install them What can you tell your friend about acquir ing and installing updates and patches for his computer system Your friend should use the Internet to access the Microsoft Windows Update page where he can obtain and install the latest updates and service packs for his operating system through the Windows Update service Offer to prepare your friend an update disc created using a Windows XP PC that is completely updated with the latest patches and service pack Tell your friend to download SP2 for Windows XP Professional from the Microsoft website because all other Windows XP patches are unnecessary 0 Tell your friend not to worry because Windows Professional comes with the Automatic Updates fea ture enabled by default Therefore he has been receiv ing Windows Updates in the background as he has been browsing the Internet Objective 6 0 Security 67 Quick Check 2 You run your own computer management company and would like Quick Answer 80 to expand your business However it seems that you are constant Detailed Answer 112 ly handling emergency calls from your established customers and can t find the time to investigate better business activities for your company After reviewing your call l
503. user through the satellite s downlink The page request operation can occur only at the speed of the uplink connection and the additional steps to get the page to the user may result in a noticeable delay known as 10 11 12 13 14 15 16 17 18 19 Objective 5 0 105 Answer A Bluetooth can use up to eight devices which can be grouped together to form a piconet Any device can become the master device and assume control of the network by issuing a request broadcast The other seven devices become slave devices until the master device releases its position The master device uses time divi sion multiplexing to rapidly switch from one slave device to another around the net work Answer B Although peer to peer networks enable users to share resources and have a limited amount of local control over resources they do not typically provide net working services for the different computers and devices attached to the network In a client server based network special dedicated computers running server operating systems can be tasked with automatically providing these services to the network s Clients Answer A The following IP address ranges are available for private IP addressing Class A addresses between 10 0 0 0 and 10 255 255 255 Class B addresses 172 16 0 0 through 172 31 255 255 and Class C addresses 192 168 0 0 through 192 168 255 255 However the APIPA default range of 169 254 0
504. using the setting of a multimeter Quick Answer 361 Detailed Answer 371 volt capacitance 0 ohms 2 What must you do first if you want to troubleshoot USB problem Quick Answer 361 on a Windows 2000 system Detailed Answer 371 Open the Device Manager Log on as a member of the Administrators group Select the USB driver and click the Properties button 0 Restart the system 3 What condition is indicated by the Hard Drive Boot Quick Answer 361 Failure error messages Detailed Answer 371 The MBR is missing or corrupt The drive is not formatted Operating system files are missing or corrupt 0 The hard drive signal cable is not attached 4 What meter reading would you expect from an open speaker Quick Answer 361 O Mate Detailed Answer 371 Infinite or a blank display 8 ohms D 0 ohms Domain 1 0 Personal Computer Components 331 What effects does leaving off expansion slot covers after an upgrade have on the operation of the system Select all that apply It permits dust to accumulate in the system unit It disrupts airflow patterns inside the case It diminishes the ground potential of the system O O O OQ gt has no discernible effect on the system rearranges noncontiguous files into a more efficient contiguous arrangement on the disk DEFRAG SCANDISK
505. ustomer service effort you need to go over the important details one at a time and explain how you plan to handle each concern or whom you must turn to for a final answer Answer D Attempt to de escalate the situation This usually involves letting the cus tomer get pent up frustrations off his chest by simply listening to him When you reply remain calm talk in a steady voice and avoid making inflammatory comments Also try to avoid taking a defensive stance because this signals a conflict point Realize that criticism given out by a customer is generally not personal so don t take it personally Information delivered with an aggressive attitude normally leads to an aggressive or retaliatory response from the customer Work with the customer to redi rect the conversation to creating solutions to the problems Reassure the customer that you are fully capable of fixing the problem and then follow up by fixing the prob lem and returning the system to working order Answer If a problem runs beyond the scope of your position or your capabilities take the initiative to move it to the next level of authority Never leave customers hang ing without a path to get their problems addressed Provide alternatives when possi ble downtime scheduling loaner equipment availability and so on This is also true for requests for work to be performed that are outside your assignment or your com pany s agreement with the customer Escalate the
506. ut and mark key topic areas in the documentation that you know the users will need after you re gone However do not read the manuals to them this is an instant cure for insomnia and very ineffective training Also be careful to use language that the users can relate to Use proper terminology avoid jargon or industry slang when coaching users Answer A On some occasions customers may not be ready for you They may have had things come up between the time they scheduled your appointment and the time you arrived that changed their need for the equipment Always ask if they are ready for you to work on their machines before you begin your work 212 Chapter 2 IT Technician Exam 7 Answer B There are two main issues involved here The first is the rules that cover what types of software are permissible for different employees and the second is the use of your time Check to determine whether the software you are being asked to install is legal software whether the company policy allows for this person to have this software You might want to make sure that this activity does not take up more time than you can afford to give up If both of these concerns can be overcome install the software for the user Answer D If possible you should take this opportunity to educate your fellow employee by guiding him through the process so that he will know how to do this in the future Objective 8 2 1 Answer A If you are working o
507. ve 5 1 1 8 15 2 9 16 D 3 10 17 4 11 18 D 5 12 19 6 13 7 14 D 182 Chapter 2 IT Technician Exam Quick Check Answer Key Objective 5 2 1 2 Objective 5 3 1 O Fr 2 3 4 Objective 5 4 1 0 2 Objective 6 1 1 2 3 Objective 6 2 1 2 Objective 6 3 1 2 Quick Check Answer Key 183 Quick Check Answer Key Objective 6 4 1 2 Objective 7 1 1 3 5 2 0 4 Objective 8 1 1 4 7 2 5 8 D 3 6 Objective 8 2 1 5 9 D 2 6 10 3 7 4 8 184 Chapter 2 IT Technician Exam Answers and Explanations Domain 1 0 Objective 1 1 1 Answer D Although both processors employ the LGA 775 socket they are not identi cal The physical microprocessor upgrade you ve made should be accompanied by a logical upgrade to the system s BIOS Later BIOS versions are developed to permit installation of faster processors and functions as they come on the market If the new processor is not recognized by the system check the system board manufacturer websites to obtain a compatible BIOS upgrade and support information Answers B D You must ensure that the memory type and size you want to install is supported by the system board and that it does not already have the maximum
508. ver walkways What should you do about this situation Tape down the cables so that they are not a trip or catch hazard B Remove the cables from the walkways O Recommend that the customer replace these cables with cables that can be routed out of the way O D Disconnect the cables and run new cables that can be run out of the walkway 166 Chapter 2 IT Technician Exam Objective 6 0 Security Objective 6 1 Identify the fundamentals and principles of security 1 Which type of computer activity involves another person taking control of a legitimate user s web application session while it s in progress 0 Social engineering Denial of Service attack Session hijacking Phishing 2 You are performing an upgrade on a desktop PC at a customer s site Upgrades often require several reboots and each time you will need to enter the user s ID and password How can you address this issue Ask permission to use the customer s ID and password Use your admin capabilities and change the user s password Have the customer stand by and enter the password each time you need it Ask the customer to write down the ID and password information for you 3 Your employer wants a listing of when anyone logs in to the company network Where can you find this information O 4 You have configured your children s account you
509. vide for Windows Quick Answer 283 network users Detailed Answer 304 12 13 14 0 safeguards communication in a virtual private network It is the standard protocol for Windows Active Directory clients to search the network for information such as the location of a remote printer or someone s email address It encrypts data fro transmissions between Internet hosts It provides access protection for Windows network environments Which security protocol is associated with HTTPS sites Quick Answer 283 0 WPA Detailed Answer 304 TSL SSL LDAP VPN Which of the following protocols is traditionally used to upload Quick Answer 283 and download files to and from the Internet Detailed Answer 304 0 Telnet FTP HTTPS Which of the following protocols is normally used to access a Quick Answer 283 World Wide Web server Detailed Answer 304 A B O O O O HTTP FTP Gopher NTFS Domain 4 0 Networks 257 15 What is the maximum transmission speed on a residential ISDN service 256kbps 128kbps 66kbps D 33kbps 16 An intranet is network typically established by an organi zation for the purpose of running an exclusive site not open to the public a local area an extranet a wide area TCP IP based O O O O Objective 4 2 Install c
510. void aerosol sprays solvents and commercial cleaners when cleaning LCD displays because they can damage the screen and cabinet 4 Answer A The screen should be cleaned periodically with a glass cleaner and a soft lint free cloth You can also use clean water and a mild soap to clean the display Take care that you do not oversaturate the cloth with water and allow it to drip down into the frame of the display Stronger cleaning agents such as citrus based and ammonia based cleansers can damage the viewing screen and should not be used Never spray the cleaner directly on the screen 92 Chapter 1 Essentials Exam Objective 3 0 Objective 3 1 1 Answer B The NT Loader program named NTLDR guides the Windows 2000 XP boot process before the Windows operating system takes control Answer A If the Windows system employs a SCSI disk drive a driver file named NTBOOTDD SYS must be present in the root directory of the system partition This condition must also be noted in the BOOT INT file by placing a numerical ID in its SCSI x or MULTI x locations When the operating system encounters the MULTI designator during the boot process it relies on the PC s BIOS to support the drive whereas it refers to the NTBOOTDD SYS driver file to access the boot partition on the SCSI device when a SCSI designator is encountered Answer C In most situations the NTFS system offers better performance and fea tures than a FAT16
511. w can you make use of the rest of the space on the disk without losing data 16 17 O O O O A Use the Disk Manager utility to partition the rest of the disk space on the drive Use the Device Manager to recalculate the geometry of the disk to use the additional space on the drive You must back up the data on the disk and reformat it to include the additional space You must repartition the drive and start over from the beginning One of your customers has called you in to determine why a new Media Center PC he s assembled is not performing well As you investigate the system you see that it has an Ultra ATA 100 drive that does not seem to be performing up to its full potential Which of the following could be causing this problem O O O A The technician who assembled the system did not enable the LBA mode in the CMOS The disk drive has been placed on the same IDE channel as the CD DVD RW drive which slows the operation of the channel significantly The technician who assembled the system did not use an 80 wire EIDE cable The swap file has become too large and should be moved to another drive One of your associates has contacted you about using isopropyl alcohol that was included in his standard field supply kit His understanding is that it is not a good idea to use alcohol to clean PC components Which of the following is true concerning using isopropyl alcohol in
512. wer Before the laser writes on the drum it is cleaned and conditioned The laser is used to create a charged image on the drum which attracts toner expelled by the developer roller The toner attracted to the drum is then transferred to paper that has been given a different charge After being transferred from the drum to the paper the toner is then pressed and fused into the paper 11 Answer B The transfer corona wire transfer roller is responsible for transferring the toner from the drum to the paper The toner is transferred to the paper because of the highly positive charge the transfer corona wire applies to the paper 12 Answer A The primary component of a dot matrix printer is a main control board It contains the logic circuitry required to convert the signals received from the comput er s adapter card into character patterns as well as to generate the control signals to position the printhead properly on the page Objective 4 2 1 Answer C You must calibrate the printer s colors to match those of the monitor and camera First check to make sure that you are using the correct device driver for the printer The printer driver provides color adjustments for that printer through its prop erties You must select a Custom Mode option and click the Advanced button to access the color management functions This page enables you to adjust brightness contrast saturation and CMYK color settings You must adjust these sett
513. wer 181 Detailed Answer 200 Quick Answer 181 Detailed Answer 200 Domain 4 0 Printers and Scanners 153 Quick Check 7 Your laser printer has started to produce documents that have Quick Answer 181 long white stripes down the length of the page What type of Detailed Answer 201 problem is indicated by this symptom O UU gt The drum is failing The fuser is not heating evenly The conditioning roller has a spot on it The toner cartridge is not evenly distributing toner 8 When you retrieve a copy of a document from the office laser Quick Answer 181 printer your touch smears the type on the page What type of Detailed Answer 201 problem is indicated by this symptom 0 The drum is going bad An incorrect type of replacement toner has been used The transfer corona wire has failed The fusing roller has failed 9 Ifa standalone printer passes the self test and the user still Quick Answer 181 cannot print what else could be the cause of the problem Detailed Answer 201 O O O O A B 0 Laser error Pickup roller Printer interface Objective 4 4 Perform preventative maintenance of printers and scanners 1 For the best quality output from a laser printer what should you Quick Answer 181 recommend to your customers Detailed Answer 201 O O O A Use toner cartridges produced by the prin
514. wer A The application of an antistatic spray or antistatic solution to the exterior surfaces of the PC and its peripherals prevents the buildup of static charges on the components of the system A solution composed of 10 parts water and 1 part com mon household fabric softener makes an effective and economical antistatic solution Answer D To manually clean read write heads use isopropyl alcohol on a foam swab Cotton swabs can shed fibers that contaminate the drive and damage portions of its R W head Domain 2 0 373 Domain 2 0 Objective 2 1 1 Answer B An improved type of LCD places a transistor at each of the matrix row column junctions to improve switching times This technology produces an active matrix display that employs thin film transistor TFT arrays to create between one and four transistors for each pixel on a flexible transparent film TFT displays tend to be brighter and sharper than dual scan displays however they also tend to require more power to operate and are therefore more expensive Answers A Many system board designs include an IrDA compliant port stan dard to provide wireless communications with devices such as keyboards mouse devices character printers personal digital assistants and notebook computers Answer D Each client computer that has a wireless 802 11x network interface can communicate with other wireless equipped computers or with an access point Wireless network computers ar
515. wer D Tractor feeds are used with very heavy forms such as multiple part continuous forms and are most commonly found on dot matrix printers Answer A After an image has been transferred to the paper in a laser printer opera tion a pair of compression rollers in the fusing unit acts to bond the toner particles to the paper The heated top roller known as the fusing roller melts the toner to the paper as the paper exits the fusing unit The lower roller applies pressure to the paper Answer B A high voltage applied to the primary corona wire creates a highly charged negative field that conditions the drum to be written on by applying a uniform negative charge 600V to it Answer C A precision positioning motor moves the scan head below the paper As the head moves light reflected from the paper is captured and channeled through a series of mirrors The mirrors pivot to continually focus the reflected light on a light sensitive diode The diode converts the reflected light intensity into a corresponding digital value Answers A C Typically scanners can directly provide image files in BMP TIFF and JPEG formats Some models can even deliver images in PDF format Bitmap is not always the best format for documents presentations and web development BMP image files are larger than JPEG versions and can become pixelated when manipulat ed Therefore the JPEG format is often preferred over BMP particularly for photo grap
516. when she tries to start the system What can you do to correct these errors O O A B Reinstall Windows 2000 Professional Upgrade to Windows XP Professional Use the Device Manager to locate the defective driver and load the old driver from the Windows 2000 distribution disc Use the Device Manager to locate the defective driver and load the newest drivers for the failing device 21 You are called out to troubleshoot a system that doesn t start up and makes a repetitive loud clicking sound when you turn it on Which component is most likely the cause of these problems The hard disk drive B The video adaptor 0 The microprocessor fan The network adapter card Quick Check Quick Answer 360 Detailed Answer 371 Quick Answer 360 Detailed Answer 371 Quick Answer 360 Detailed Answer 371 Quick Answer 360 Detailed Answer 371 330 Chapter 4 Depot Technician Exam Quick Check 22 be retrieved from a disabled CD ROM drive Quick Answer 360 Detailed Answer 371 Insert a straightened paper clip into the tray release access hole in the front panel Press the Open Close button Eject the disk using the operating system Use a thin knife to gently pry open the door Objective 1 3 Perform preventative maintenance of personal computer components 1 Speakers are checked
517. witched on Some laptops come with buttons that can be used to disable the wireless network function when not in use This is a power saving feature used to extend the battery life cycle Answers A D A blinking link light on a switch typically indicates that information is passing through that port In this case no other ports are connected to anything to generate traffic However one of the most troubling types of NIC failure occurs when the problem device captures all the network data and continuously retransmits it erro neously This condition known as a jabbering NIC shuts down all the computers on the affected segment and thereby complicates the troubleshooting problem Each computer may have to be tested individually The other possibility here is that the switch or just this port is bad and is generating the blinking light Answer IPCONFIG is available in both Windows 2000 and Windows XP You can start the IPCONFIG command line utility with two important option switches renew and release These switches are used to release and obtain new IP set tings received from a DHCP source The release switch dumps the old TCP IP configuration and the renew command requests a new set of TCP IP information to use Answer A IPCONFIG enables you to determine the current TCP IP configuration MAC address IP address and subnet mask of the local computer With these TCP IP configuration settings you can troubleshoot network conn
518. with a multimeter Check the battery indicator in the systray portion of the taskbar Disconnect the AC adapter and measure the time it takes for the system to fail Check the battery level the Control Panel s ACPI applet 4 Acustomer can t configure the correct resolution for his notebook s LCD display and cannot make out any images on the display What can you do to fix his problem 0 Use the Device Manager to verify that the installed video driver is correct for the installed video adapter Connect a video projector to the external VGA connector Install a PC Card based video adapter card Connect an external monitor to the external VGA connector 5 What item needs to be checked on an external CD R DVD drive that is not normally checked on an internal drive when installing the drive on a notebook PC OO O A B D Its signal cable Its power supply Its disk drive controller Its hard drive Quick Check Quick Answer 77 Detailed Answer 90 Quick Answer 77 Detailed Answer 90 Quick Answer 77 Detailed Answer 90 Objective 2 0 Laptops and Portable Devices 25 Quick Check Objective 2 4 Perform preventative maintenance on laptops and portable devices 1 Which of the following offers the best thermal protection solution Quick Answer 77 for using a notebook PC Detailed Answer 90 It shoul
519. x click OK to begin the installation 6 On the Welcome screen click MeasureUp Practice Questions to begin installation 7 Follow the Certification Prep Wizard by clicking Next 10 11 12 13 14 15 16 17 389 Creating a Shortcut to the MeasureUp Practice Tests To agree to the Software License Agreement click Yes On the Choose Destination Location screen click Next to install the software to C Program Files Certification Preparation If you cannot locate Measure Up Practice Tests on the Start menu see the section titled Creating a Shortcut to the MeasureUp Practice Tests later in this appendix On the Setup Type screen select Typical Setup Click Next to continue In the Select Program Folder screen you can name the program folder where your tests will be located select the default simply click Next and the installation continues After the installation is complete verify that Yes I Want to Restart My Computer Now is selected If you select No I Will Restart My Computer Later you cannot use the program until you restart your computer Click Finish After restarting your computer choose Start gt Programs gt Certification Preparation gt Certification Preparation gt MeasureUp Practice Tests On the MeasureUp Welcome Screen click Create User Profile In the User Profile dialog box complete the mandatory fields and click Create Profile Select the practice tes
520. y reboot Windows when it detects a critical error in the system such as a hard drive being full Answer B Windows 2000 and XP both have special tools called the user state migration tools USMTs that administrators can use to transfer user configuration settings and files from systems running Windows 9x Me and NT 2000 systems to a clean Windows 2000 or Windows installation This enables user information to be preserved without going through the upgrade process Answer When parity error occurs the system generates a Non Maskable Interrupt NMI signal causing the BIOS to execute its NMI handler routine This routine normally places a parity error message onscreen along with an option to shut down the system or to continue In other cases the system shows a short memory count during the POST and locks up without an error message Another possible out come when a parity error occurs is that the system counts the memory locks up and reboot itself Answer In addition to the necessary system files required to start the system in minimal real mode condition the Windows distribution disc provides a number of driver files and diagnostic programs that are stored in the CAB file format The CAB files can be pulled out of the cabinets using the EXTRACT EXE program Answer B The Selective Startup option located on the General tab of the System Configuration Utility dialog page interactively loads device driv
521. y wife Robbie as always you re the best I couldn t do this without you I thank my dad Ralph who has taken up personal computing little later in life than some and knows exactly what wants out of it Finally Robert Jamaica Michael and Foshua you guys light up my life Acknowledgments I want to thank Dave Dusthimer Jeff Riley Chris Cleveland and all the folks at Que Publishing for its excellent support on this and our other Que publica tion efforts Also thanks to Toby for really wringing out the best technical infor mation for this book It s a real privilege to work with high quality people and a high quality organization also want to thank all the people who have purchased our products in the past and were willing to give us feedback to make them better As always good luck with your certification efforts although I hope you don t need any luck after using our materials to prepare xviii CompTIA A Practice Questions Exam Cram Essentials Exams 220 602 220 603 220 604 We Want to Hear from You As the reader of this book you are our most important critic and commentator We value your opinion and want to know what we re doing right what we could do better what areas you d like to see us publish in and any other words of wis dom willing to pass our way As an associate publisher for Que Publishing I welcome your comments You can email or write me directly to let me know w

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