A first time PC owner drops off their brand new PC for service, reporting that it is slow and the memory should be 12GB according to the box but only reports 4GB. The RAM voltage was set improperly; one chip needed to be reseated and the BIOS had to be set to use the triple channel architecture. When picking up the PC the customer asks what was wrong. Which of the following would be the MOST appropriate response for this customer?
“Your PC's memory was installed incorrectly. I removed it and put it back in. Additionally the XMP profile needed to be adjusted for TCA.”
“It was very complicated and technical in nature. If you do not mess with the settings, it should be fine from now on.”
“You had the DDR3-1600 set up wrong; you set it for 1.5v and single channel.”
“The PC's memory, or RAM, needed to have the correct settings applied to be utilized correctly. It should work fine now.”
A technician would like to load an operating system CD on startup. Which of the following settings would a technician change in the BIOS?
Enable TPM
Enable BIOS password
Disable TPM
Boot sequence
During which of the following phases of the imaging process is the latent image exposed to toner?
Charging
Developing
Exposing
Transferring
Which of the following is an APIPA address?
10.10.x.x
169.254.x.x
192.168.x.x
255.x.x.x
Which of the following expansion slots would support the HIGHEST transfer speeds for high-end graphics cards? (Select TWO).
PCIe
AGP 8x
PCI
ISA
AGP
Which of the following configurations would be set after installing a new modem card?
Proxy server settings
Workgroup name
COM port number
Expansion port
Which of the following devices would need to be configured to block specific ports and protocols from entering the network?
Bridge
Firewall
Port replicator
Gateway
Which of the following is the appropriate interface to connect an optical mouse and keyboard to a computer?
IEEE 1394
USB
Serial
eSATA
Which of the following memory features allows for the protection against random inconsistencies in the transfer of the data?
Low latency
Dual channel
ECC
Single channel
Which of the following memory types is MOST commonly found in Pentium 4 class and newer desktop PCs?
SIMM
RAMBUS
SODIMM
DIMM
A workstation would MOST likely be connected to an office network using which of the following cable types?
Bluetooth
SCSI
Ethernet
Which of the following parts of a laptop screen provides illumination for the LCD?
Inverter
Backlight
Inverter connector cable
Bezel
Which of the following safety devices would be employed to prevent static discharge between a computer and a technician?
Non-Magnetic screwdriver
Voltmeter
Electrical tape
ESD mat
To configure two drives for MAXIMUM performance, which of the following RAID type should be used?
RAID 0
RAID 1
RAID 5
RAID 10
A technician is tasked with selecting components to build a computer that will be used for computer aided drafting and computer aided modeling. Which of the following components are the BEST choices? (Select TWO).
Triple channel memory
MIDI sound card
TV tuner
Onboard graphics
Socket 1366 CPU
Which of the following wireless protocols is limited to operating in the 5 GHz range ONLY?
802.11a
802.11b
802.11g
802.11n
Which of the following printing technologies uses piezoelectric pressure pads to produce small bubbles that are moved to the paper?
Impact
Thermal
Laser
Inkjet
When installing a printer in Windows, which of the following is the purpose of the Additional Drivers button on the Sharing tab in the printer’s properties?
To add additional drivers to emulate a different printer
To add additional drivers for other printers on the computer
To add additional drivers for other operating systems
To add additional drivers for different printing modes
Which of the following is MOST likely to have a physical switch on a laptop that allows it to be turned off without going into the BIOS?
External display
Webcam
Overclocking
Wireless
Which of the following will help protect against brown outs?
Power supply
Anti-static strap
Surge suppressor
Battery backup
ECC memory is primarily used in which of the following computers?
Tablet
Desktop
Server
Laptop
Which of the following protocols would an email client use?
HTTP
SNMP
POP3
SFTP
Which of the following standards would be used on a wireless router to support speeds up to 150 Mbps?
Which of the following should a technician check FIRST before upgrading the RAM in a laptop?
The speed of the FSB
The motherboard specifications
The BIOS manufacturer
The operating system version
A technician has replaced a bad internal WLAN card in a Windows 7 Professional laptop. The WLAN card is listed in Device Manager as enabled and working. Which of the following should be done NEXT to use the card?
Change the security passphrase of the network.
Configure encryption on the router.
The SSID of the network must be added to the connection.
The firmware and drivers must be updated to the latest version.
A technician is not able to boot to Windows OS. A “Non-bootable device found” message appears on the screen when the computer restarts. Which of the following is the MOST possible cause of the error message?
MBR is corrupt on the HDD.
HDD is set to Cable Select.
The operating system is corrupt.
A bootable HDD is not recognized in the BIOS.
A printer is not pulling paper out of the paper tray. Which of the following is the MOST possible cause of the problem?
Pickup rollers
Print head
Drum
Fuser
Which of the following connector types is found on coaxial cables?
F
ST
RJ-11
RJ-45
Which of the following is the correct pin out for T568B?
Orange/white, orange, green/white, blue, blue/white, green, brown/white, brown
Blue, blue/white, orange/white, orange, brown/white, brown, green/white, green
Green/white, green, orange/white, blue, blue/white, orange, brown/white, brown
Orange/white, orange, brown/white, brown, green/white, green, blue, blue/white
Which of the following lists the correct non-overlapping channels in 2.4 GHz?
1, 6, 11
2, 4, 6, 8, 10
3, 6, 9
5, 11
A home user working outside an office reports that their laptop is no longer connecting to the Internet. Which of the following would a technician recommend to check FIRST?
Windows Firewall settings
DHCP settings
Disable HomeGroup
Wireless on/off switch
A technician installed a new docking station for a user and they have lost the ability to connect to the network. Which of the following is the MOST likely reason?
DHCP is disabled
The network is down
Device drivers are not loaded
The product is not compatible
Which of the following expansion slots uses a serial connection?
PCI-X
Which of the following provides the MOST storage capacity?
Floppy diskette
Blu-ray
DVD
CD-ROM
Which of the following provides the BEST protection from brown outs?
Computer power supply with built in surge protections
Motherboard with built-in surge protection
Uninterruptible power supply
Proper lifting technique for heavy items is:
To use gloves to pick up the item.
To squat and lift from the legs.
To have two people bend down and pick the item up.
To bend down and lift the item up.
When a grounding strap is not available, a technician can ground by touching the computer’s:
Power supply.
CPU fan.
Memory chips.
Motherboard.
A technician needs to configure a computer with an external storage drive. Which of the following interfaces would provide the FASTEST throughput?
USB 2.0
CAT5
FireWire
Which of the following connector types uses a single RCA style connector?
DVI
VGA
RGB
Composite video
A technician replaces a computer’s NIC with a wireless card. The user wants to save the NIC. Which of the following should the technician use to preserve the NIC?
ESD wrist strap
Sealable plastic bag
Anti-static bag
A technician needs to replace a computer’s hard drive. Which of the following should the technician do FIRST?
Remove network connections
Remove the RAM
Self ground on the computer case
Disconnect power to PC
When a user’s computer boots, a message shows that reads: “Alert! Cover previously removed.” Which of the following was configured in the BIOS to cause this alert?
Date/time clock settings
Intrusion detection
Virtualization support
When servicing a laptop, which of the following components usually requires the keyboard to be removed before the component can be replaced?
Processor
Hard drive
Battery
Optical drive
Which of the following laptop displays would provide the BEST viewing angle?
Passive matrix
TFT LCD
DLP
Plasma
When setting up for a projector presentation, which of the following laptop function keys usually needs to be toggled?
Contrast
Brightness
Display
A user, Ann, states that her laser printer has a smudge that repeats itself every couple inches down the center of each page. Which of the following components MOST likely needs replacing?
Rollers
Toner drum
Pickup assembly
A laptop’s wireless card shows up in the Device Manager, but the signal strength is always one bar. This is caused by which of the following?
The signal is disabled in the wireless utility
Disconnected or broken antenna
Disconnected or broken inverter
The wireless switch is turned off
Which of the following cables is prone to electromagnetic interference?
STP
PVC
Plenum
UTP
Which of the following cable types has a MAXIMUM transfer speed greater than 1 Gbps?
CAT6
CAT5e
RG-59 is a designation for which of the following cable types?
Fiber optic
Twisted pair
Coaxial
Which of the following wireless standards provides the STRONGEST encryption?
WPA2
WPA
WEP64
WEP128
Which of the following memory types would MOST likely be installed in a laptop in the form of DDR3?
CRIMM
RIMM
Which of the following ports is used by default for DNS traffic?
25
53
143
3389
Which of the following ports is used by default for IMAP traffic?
110
443
Which of the following ports is used for POP3 traffic by default?
A technician is asked to verify that a CAT5 patch cord, created by another technician, is in working order. Which of the following tools should the technician use to verify the patch cord?
Multimeter
Toner probe
Loopback plug
Cable tester
Which of the following is the FIRST thing a technician should do before putting their hand inside a computer case?
Acquire the appropriate tools that are going to be used.
Touch the case to discharge static.
Remove loose jewelry.
Refer to manufacturer documentation.
Which of the following socket types is for an Intel CPU?
940
AM3
1156
Which of the following cable types is MOST often found in Plain Old Telephone Service (POTS)?
RG-6
CAT3
RG-59
Multi-mode
Which of the following memory types has 184 pins?
DDR3
DDR
SDRAM
DDR2
The term SFF refers to which of the following?
CPU speed
Memory size
Motherboard size
HDD size
A threaded coaxial connector used to connect to a TV tuner is MOST often referred to as which of the following?
F-connector
RJ-11 connector
IEEE 1394 connector
RJ-45 connector
A dial-up modem uses which of the following types of connectors?
The MAXIMUM transfer rate of eSATA is:
1.54 Mbps.
2.0 Gbps.
3.0 Gbps.
480 Mbps.
A technician installs a new high-end gaming card into a computer but is not seeing any video. Which of the following power connectors did the technician MOST likely forget to install?
4/8-pin 12v
6/8-pin Molex
20-pin main
24-pin main
Which of the following should a technician do FIRST after receiving a call from a customer asking for assistance?
Confirm the user and the associated issue.
Confirm the hardware make, model, and serial number.
Escalate the call to a supervisor.
Assign the appropriate status for the problem.
Which of the following would be the BEST response a technician should give a customer who inquires about how long it will take to repair their PC?
The technician should ask the customer when they would like the computer to be completed.
Inform the customer that others will be helped first, but they will complete the repair as soon as possible.
Based on the technician’s assessment, give the customer an estimated time of completion.
Ask the customer to check in with the technician daily, until all work is completed.
After having difficulty printing, a user, Joe, informs a technician that the print server needs to be reset because there are a number of documents pending in the printer on the control panel. The technician understands that the real solution is to clear a paper jam. Which of the following is the MOST appropriate response the technician should give Joe?
Inform Joe that there are print jobs piling up, but the cause is a paper jam, and a technician is fixing the issue now.
Tell Joe that he was incorrect about the print server, and ask him open-ended questions to see if he has further suggestions.
Thank Joe for his help with solving the issue, and let him know that a technician is in the process of resetting the print server.
Remove the paper jam from the printer and offer Joe some reference materials so he can be more helpful in the future.
A technician realizes the problem Ann, a customer, is having before she is done explaining all the symptoms. Which of the following is the BEST action for the technician to take?
Continue listening to Ann’s explanation until she is finished then refer her to a website so she can find the proper resolution.
Ask Ann to repeat the problem and all the symptoms several times in order for the technician to verify all the facts.
Finish listening to Ann’s explanation without interrupting if it will not take an excessive amount of time.
Politely tell Ann that the technician knows the proper solution and that no further explanation is necessary.
Which of the following display types uses a charged gas method of illumination?
OLED
CRT
LED LCD
Which of the following laptop hardware components requires a re-soldering process in order to replace properly?
Mini PCIe wireless card
Heat sink
DC jack
Li-Ion battery
Which of the following should be used when building a high-end graphics workstation for CAD applications? (Select TWO).
Main memory of 8 GB or more
PCI-e video card with large amount of memory
More than 4 accessible USB 2.0 ports
A 32-bit OS to handle the large amount of expected disk I/O
An eSATA external drive
A user, Ann, is experiencing headaches and motion sickness symptoms when using her new computer monitor. Which of the following can a technician adjust to help Ann?
Privacy filter
Refresh rate
Use a digital signal
Which of the following protocols is used by a server to assign IP addresses?
DNS
SMTP
LDAP
DHCP
Which of the following protocols is used to translate fully qualified domain names into IP addresses?
Which of the following is enabled in the BIOS that will prompt a user, Joe, to enter his password every time the laptop performs a POST?
Power User access
Power on password
Administrative password
User profile access
Which of the following is a private class B IP address?
10.0.15.1
172.16.0.1
172.33.1.1
192.168.1.1
Which of the following is the MOST important aspect of the chain of custody?
Reporting
Preservation
Observation
Documentation
A PC cannot connect to the network. A network card was purchased without documentation or driver discs. Which of the following is the BEST way to install it into this machine?
From the PC, download and install the drivers
Run Windows update to install drivers
Copy drivers to flash drive and install
Purchase the disc online and install
Which of the following requires a MINIMUM of four hard drives?
A coworker has reported that someone has engaged in prohibited activity. The supervisor has asked the technician to quarantine the PC until police arrive. Which of the following should the technician do? (Select TWO).
Allow the user to continue working
Check for viruses
Re-image the hard drive
Document time/date for later reference
Prevent users from accessing the PC
Turn off PC
A customer has asked for the ability to operate dual digital monitors. Which of the following is the BEST solution for accomplishing this?
Split the onboard video port.
Update the video drivers to allow for multiple monitors.
Add an adaptor to the onboard VGA port.
Install a video card with multiple DVI ports.
A customer has purchased a 1TB internal hard drive. The customer would like to have it installed as a data drive in their existing system. The technician discovers there is no spare power supply connector for the new hard drive. Which of the following would enable the technician to EASILY accomplish the task? (Select TWO).
Replace the existing hard drive.
Replace the power supply.
Remove the floppy disk.
Remove the CD-ROM.
Split an existing power connection.
Which of the following pin pairs remain with the same wire color for either T568A or T568B?
Pair 1 & 8
Pair 2 & 7
Pair 3 & 6
Pair 4 & 5
Which of the following would be included when documenting the MOST recent policy on corporate behavior?
Page numbers
Author of the document
A complete table of contents
Last revision dates and version numbers
Which of the following represents a wiring standard for connectors of twisted pair cables?
Fiber
T568A
IEEE1394
Which of the following connectors would be found on a coaxial cable? (Select TWO).
BNC
LC
IDE
Which of the following BIOS features should be enabled to increase security of the physical computer?
Chassis Intrusion Detection
Advanced Configuration and Power Interface
Antivirus Software
Temperature Monitoring
Which of the following amounts of memory BEST represents the upper limit of RAM when using a 32-bit architecture?
2 GB
4 GB
6 GB
16 GB
Which of the following would be an example of prohibited content?
Third party proxy sites
Malicious cookie
Detected virus
Unwanted pop-up
Which of the following is NOT a best practice when prohibited activity is suspected?
Back up the hard drive
Turn off the computer
Document the incident
Identify the content
When installing multiple SCSI drives in a system, which of the following is correct?
All drives must have the same SCSI ID.
Drives will be automatically assigned an ID by the controller.
Drives in the same RAID array must have the same SCSI ID.
Each drive must have a different SCSI ID.
A user, Joe, notices his laptop performance decreases while playing multimedia files. Which of the following would MOST likely increase performance?
Install a high-end graphics card with onboard memory.
Replace the sound card with a higher quality product.
Upgrade the CPU.
Increase SODIMM memory.
Which of the following would be the MOST important factor to consider when building a virtualization workstation?
High-end graphics card with onboard memory
A compact form factor
Dual monitor support
Maximum RAM and CPU cores
A technician completing a server room build out encounters a bundle of un-terminated network cables that are not labeled. Which of the following tools would be the BEST to determine which devices the cables are run to?
After making a long CAT5 cable, the technician fears that the cable may have been damaged during the pull, but does not have a cable tester. Which of the following would be the BEST alternative tool to determine whether there are any breaks or shorts in the cable?
Punchdown tool
Which of the following are standard AMD processor socket types? (Select TWO).
1366
1155
LGA
Which of the following is the form factor of a standard VGA connector?
DB-15
DB-9
DIN-6
DB-25
A technician is going to install a gigabit Ethernet adapter into a laptop for a customer. Which of the following technologies is MOST likely being used in this installation?
Express card 54
A technician is installing a liquid cooling system for a high-end gaming PC. Which of the following liquids is MOST likely used for cooling?
Iodine
Mercury
Thermal paste
Oil
Which of the following ISP types requires an RJ-11 connection to the PC?
Cellular
Cable
Dial-up
WiMAX
In order to use an Intel Core 2 Duo processor, which of the following sockets MUST be on the motherboard?
LGA 755
LGA 1155
LGA 1156
LGA 1366
A user is trying to print pictures from their camera to a PAN printer. When the user tries to print, the camera states there is no printer paired with the camera. Which of the following is the MOST likely cause?
The camera’s Bluetooth option is not set for discoverable.
Ink needs to be replaced in the printer.
Bluetooth is turned off on the printer.
The camera does not have the printer drivers installed.
A technician is helping set up a new networking closet and notices that the humidity level is low in the room. Which of the following should be installed FIRST before rack mounting equipment?
A dehumidifier
A fire suppression system
ESD strap
Grounding bars
Which of the following terms is MOST likely associated with a modem connection?
Which of the following display types is likely to draw the LEAST amount of power?
LCD
LED
Which of the following display types is MOST likely to have problems with light and glare?
In reference to express card types (e.g. Express Card 34 and Express Card 54), which of the following BEST describes what the numbers indicate?
Size of the memory allocation
Size of the expansion slot
The IEEE specification that it originated from
Number of available communication channels
Which of the following speeds BEST represents the speed of the memory when installing DDR2 at 800 MHz and DDR2 at 600 MHz?
600 MHz
700 MHz
800 MHz
1400 MHz
Which of the following BEST describes the purpose of a TV tuner card?
Decrease the interference associated with the incoming signal
Increase the reception of nearby televisions
Convert the user’s Internet service into a television signal
Decode NTSC or PAL signals for the PC
A user reports that some of the colors are bright in some areas and dull in others when printing toa laser printer. Which of the following should the technician do NEXT to resolve the issue?
Replace the pickup rollers
Print the cleaning page
Print a test page
Replace the fuser
A user from the payroll department is printing out paychecks and notices that words are not completely being printed out. The user does state that all of the print on the checks is still dark and legible. Which of the following should the technician perform to resolve this issue with the impact printer?
Reinstall the print drivers
Clean the printer head
Replace the printer ribbon
Replace the printer cable
A user reports that when printing to an impact printer that the carbon copies are legible but the top copy is blank. Which of the following is the MOST likely cause?
Replace the printer data cable
Replace the printer head
Replace the ribbon
Which of the following is correct about differences in CAT5 and CAT6 connectors?
CAT5 connectors have locking tabs
CAT5 and CAT6 use the same connectors
CAT6 supports three different wiring standards
CAT6 connectors are longer for better contact
On an ATX motherboard, the 4-pin auxiliary power connector provides which of the following?
Additional power to onboard devices
Additional power to PCIx peripheral cards
Additional power to the South Bridge
Additional power to the CPU voltage regulator
Which of the following is often required to complete configuration of a barcode scanner?
The scanner must be set to reject scanning any codes shorter than three digits.
The system must be rebooted and update drivers installed.
The scanner utilities must be run to adjust the light intensity of the laser.
The scanner must be programmed by scanning in select codes.
When replacing the CPU in a laptop, which of the following locations should have thermal grease applied?
Connection points on the system board
Bottom of the CPU
Top of the CPU
Axis of the cooling fan
Which of the following is the MAIN difference between an LCD display and an LED display?
The ability to use external displays
The source of the backlighting
The viewable size of the display
The size of the pixel display
Which of the following printer processes would be LEAST suitable for creating archival documents?
When printing forms that need to be copied using carbon paper, which of the following technologies is BEST suited?
Which of the following would a technician need to setup a cable modem at a customer’s home? (Select TWO).
Which of the following characteristics of wireless networks is TRUE?
802.11g operates at 5.0Ghz.
802.11n has a greater reach.
802.11a operates at 2.4Ghz.
802.11b is the fastest.
A technician installs a new inkjet printer at a workstation. The new drivers are installed from a CD and a test page runs successfully. When a document containing tables and graphics is printed, it comes out with partial graphics and misaligned tables. Which of the following should the technician do NEXT?
Install and test the closest match to that printer model from Windows.
Visit the vendor’s website and download the most recent driver for that printer.
Research the issue on the Internet and try to find a solution.
Reinstall the printer driver from the CD that came with the printer.
A technician has just installed a network card on a Windows 7 computer. Which of the following should the technician do NEXT?
Install the manufacturer’s drivers
Run Windows Updates
Reboot the machine
Flash the BIOS
A user recently installed a joystick that is used to play video games on their computer. The user notices that the joystick is slowly drifting. Which of the following should the user do?
Replace the device
Reboot the computer
Reinstall the drivers
Recalibrate the device
Which of the following IP addresses can be pinged from the Internet?
10.0.0.1
68.14.24.3
172.16.2.1
A technician is tasked with purchasing a wireless router that is backwards compatible with any other wireless device. Which of the following standards should the technician choose?
A new server has recently been purchased and needs to have the RAID configured for its four drives. Which of the following RAID levels would be set up to provide the BEST performance and data protection?
0
1
4
5
Which of the following types of connectors would be found to connect printers and scanners to a device that did not have any network connections?
Parallel
A technician wants to install a secondary IDE drive which will be configured for additional user storage on the same IDE channel of the drive with the operating system. Which of the following jumper configurations should the technician use for the additional drive, if the drive with the operating system is set to MA?
Place a jumper on both the MA and CS jumper block of the secondary drive.
Place a jumper on the MA jumper block of the secondary drive.
Place a jumper on both the SL and CS jumper block of the secondary drive.
Place a jumper on the SL jumper block of the secondary drive.
