IT-Essentials

IT Essentials (Version 7.0) Chapter 4 Exam Answers

1. What are two effects of not having a preventive maintenance plan for users and organizations? (Choose two.)

  • increased number of regular updates
  • increased downtime*
  • increased repair costs*
  • increased documentation needs
  • increased management tasks
Explanation:Having a preventive maintenance plan in place can lead to improved reliability, performance, and efficiency in the IT infrastructure. If a preventive maintenance plan is not in place, it can often lead to issues that will cause infrastructure downtime and significant repair costs. A preventive maintenance plan helps ensure that these costly issues are handled before they become a problem.

2. What is the most important reason for a company to ensure that computer preventive maintenance is done?

  • Preventive maintenance provides an opportunity for junior technicians to obtain more experience in a non-threatening or problem environment.
  • Preventive maintenance enables the IT manager to check on the location and state of the computer assets.
  • Preventive maintenance helps to protect the computer equipment against future problems.*
  • Preventive maintenance allows the IT department to regularly monitor the contents of user hard drives to ensure computer use policies are being followed.
Explanation:Preventive maintenance includes tasks such as cleaning the device, which can prolong the life of the device.

3. A customer reports that recently several files cannot be accessed. The service technician decides to check the hard disk status and the file system structure. The technician asks the customer if a backup has been performed on the disk and the customer replies that the backup was done a week ago to a different logical partition on the disk. What should the technician do before performing diagnostic procedures on the disk?

  • Install a new hard disk as the primary disk, then make the current disk a slave.
  • Run the CHKDSK utility.
  • Back up the user data to a removable drive.*
  • Perform file restore from the existing backup copy at the logical partition.
Explanation:Always perform a backup before beginning any troubleshooting. Even though the data was backed up to a different partition, the data is still on the same hard drive. If the drive crashes, the data might not be recoverable.

4. After a problem is identified, what is the next step for the troubleshooter?

  • Verify the solution.
  • Document the findings.
  • Implement a solution.
  • Establish a theory of probable causes.*
  • Determine the exact cause.
Explanation:The steps of the troubleshooting process.
Step 1. Identify the problem.
Step 2. Establish a theory of probable cause.
Step 3. Test the theory to determine the cause.
Step 4. Establish a plan of action to resolve the problem and implement the solution.
Step 5. Verify full system functionality and, if applicable, implement preventive measures.
Step 6. Document findings, actions, and outcomes.

5. Which step in the troubleshooting process is important to help avoid repeating repair processes that were performed previously?

  • implementation of the solution
  • documentation of the problem and its solution*
  • preparation of a plan of action
  • identification of the problem

6. A web designer installed the latest video editing software and now notices that when the application loads, it responds slowly. Also the hard disk LED is constantly flashing when the application is in use. What is a solution to solve the performance problem?

  • replacing the hard disk with a faster model
  • upgrading to a faster CPU
  • replacing the video card with a model that has a DVI output
  • adding more RAM*
Explanation: RAM problems are often caused by faulty RAM modules, loosely seated modules, an inadequate amount of RAM, and compatibility issues. When there is not enough RAM in the computer, data needs to be swapped often between the RAM and the hard disk (indicated by hard disk LED constantly flashing), which significantly slows down data access speeds.

7. An employee reports that each time a workstation is started it locks up after about 5 minutes of use. What is the most likely cause of the problem?

  • The hard disk is failing.
  • The RAM is malfunctioning.
  • The CPU is overheating.*
  • The power supply fails to provide adequate voltage and current.
Explanation: Processor problems are often caused by faulty installations, incorrect CMOS setup, inadequate cooling and ventilation, and BIOS compatibility issues.

8. A technician is troubleshooting a 4-year-old computer that takes a long time to boot, and identifies that the BIOS rediscovers all the hardware at every boot. What action would fix this problem?

  • Replace the CMOS battery.*
  • Launch Device Manager to discover new hardware.
  • Reset the BIOS using the CMOS jumper.
  • Start the computer with the last known good configuration.
Explanation: The CMOS battery helps the BIOS to keep the discovered hardware as non-volatile information. The Device Manager will discover new hardware in the operating system. Resetting the BIOS using the CMOS jumper will erase the stored information about the hardware found. The last known good configuration is used to restore the operating system to the last working state.

9. A user has noticed that the hard drive LED on the front of the computer has stopped working. However, the computer seems to be functioning normally. What is the most likely cause of the problem?

  • The hard drive data cable is malfunctioning.
  • The motherboard BIOS needs to be updated.
  • The hard drive LED cable has come loose from the motherboard.*
  • The power supply is not providing enough voltage to the motherboard.
Explanation: Each light on the front of the case is powered by the motherboard through a cable that attaches somewhere on the board. If this cable comes loose, a particular light on the front of the case will not work.

10. During the troubleshooting of a PC that will not boot, it is suspected that the problem is with the RAM modules. The RAM modules are removed and put into another PC, which successfully powers on. The RAM modules are then put back into the original PC and it now successfully powers on as well. What was the most likely cause of the problem?

  • The RAM modules have bad blocks.
  • The RAM modules were not seated firmly.*
  • The RAM modules did not match the PC specs.
  • The RAM modules were inserted backwards into the DIMM slots.
Explanation: If RAM is not seated firmly in the motherboard DIMM slots, it will not function properly. RAM cannot be inserted backwards into a DIMM slot because both the RAM chip and the slot are keyed so they only fit one way.

11. What component is most suspect if a burning electronics smell is evident?

  • CPU
  • hard drive
  • RAM module
  • power supply*
Explanation: A burning electronics smell is often detected when a power supply is overloaded and damaged.

12. When troubleshooting a computer, where can a technician find updated information about errors caused by the system, the user, or the software?

  • Event Viewer*
  • Device Manager
  • the BIOS
  • vendor diagnostic tools
Explanation: Information about errors caused by the system, user, or software can be found in Event Viewer. Event Viewer is an application that records detailed information about problems including:What problem occurred and the date and time of the occurrence. The severity and source of the problem. An event ID assigned to the problem. The user who was logged in when the problem occurred.

13. During what step in the troubleshooting process does the technician demonstrate to the customer how the solution corrected the problem?

  • Verify full system functionality.
  • Establish a plan of action to resolve the problem.
  • Document the findings, actions, and outcomes.*
  • Establish a theory of probable cause.
Explanation: Once all repairs have been made, the last step of the troubleshooting process is to verify to the customer the problem and the solutions and demonstrate how the solution corrected the problem.

14. If a technician is unable to create a backup of data on a customer computer, what three pieces of information should the technician include on the liability release form signed by the customer before beginning work? (Choose three.)

  • a description of the problem
  • the steps required to resolve the problem
  • permission to work on the computer without a current backup available*
  • a release from liability if data is lost or corrupted*
  • the components used in the repair
  • a description of the work to be performed*
Explanation: If there is not a current backup of the data and the technician is not able to create one, then a liability release form signed by the customer should contain the following information: Permission to work on the computer without a current backup available Release from liability if data is lost or corrupted Description of the work to be performed

15. What should a technician do before beginning any troubleshooting steps on a customer computer?

  • Perform a data backup.*
  • Document the findings.
  • Identify the problem.
  • Establish a plan of action.
Explanation: Because a technician could be held liable for any data loss as a result of working on a customer computer, a backup should be performed before beginning any troubleshooting.

16. After consulting the manufacturer manuals, a technician applies a series of recommended solutions that resolve a problem with a workstation computer. What is the next step in the troubleshooting process that the technician should perform?

  • Verify the solution and confirm full system functionality.*
  • Document the findings, actions, and outcomes.
  • Test the theory of probable cause.
  • Determine the next steps to resolve the problem.
Explanation: After the recommended solutions have been applied to resolve the problem, full system functionality should be verified and preventive measures implemented if applicable. This would be followed by documenting the solution and actions. Determining the next steps to resolve the problem and testing the theory of probable cause have already been completed in this scenario.

17. A customer asks for a solution to a printer problem that is beyond the knowledge level of the technician. What should the technician do?

  • Try to fix the problem anyway.
  • Tell the customer to call the printer manufacturer to fix the problem.
  • Gather as much informatio​n as possible and escalate the problem.*
  • Ask the customer to call again when another technician can provide a solution to the problem.
Explanation: Trying to fix a problem that is beyond the knowledge level of the technician may create additional problems.

18. A computer technician performed a number of actions to correct a problem. Some actions did not solve the problem, but eventually a solution was found. What should be documented?

  • everything that was done to try to solve the problem*
  • only the solution, because this solved the problem
  • only the failed attempts, so that future technicians will know what not to try
  • a description of the problem and solution
Explanation: Everything that was done to solve a problem should be documented, including failed attempts and the eventual solution. A description of the problem would have been previously documented.

19. A specific computer has an issue that could not be resolved by the help desk technician. The on-site technician finds that Windows updates have been disabled. The technician re-enables the update service, configures the computer for automatic updates, downloads and installs all missing updates, ensures the computer boots successfully, and verifies with the customer that the issue has been resolved. Which step, if any, is next?

  • Document the findings, actions, and outcomes.*
  • No further action is needed.
  • Establish a plan of action to resolve the problem and implement the solution.
  • Verify full system functionality and, if applicable, implement preventive measures.
  • Test the theory to determine the cause.
Explanation: No technical job is finished until the documentation is complete.

20. A helpdesk technician takes a call, “Good morning, this is the helpdesk. My name is Greg. How may I help you today?” The frantic caller states, “My computer will not turn on and I have a presentation in 15 minutes.” The technician responds, “Now calm down and let us see what we can do.” The technician then proceeds to lead the caller through the process of checking power cables and power lights. Which troubleshooting step is being used at this point?

  • Identify the problem.*
  • Establish a theory of probable cause.
  • Establish a plan of action to resolve the problem.
  • Verify full system functionality and, if applicable, implement preventive measures.
  • Implement a solution.
Explanation: By leading the caller through the a series of steps the technician is attempting to identify what the caller means by saying that “the computer will not turn on.” Once the problem is identified, then a probable cause can be established and a solution developed and implemented.

21. What is the purpose of documenting the information that is obtained from the customer in the work order?

  • to create a centralized database of possible problems
  • to use the information for marketing purposes
  • to keep track of parts that are ordered
  • to use the information to aid in solving the problem*
Explanation: It is always important to document the information that is obtained from the customer in the work order and repair journal. This information can assist in solving the problem. The information can also be useful if another technician is assigned to the case or for future problems.

22. What is the next step after a possible solution is implemented during a troubleshooting process?

  • Test another possible solution.
  • Identify other possible causes for the problem.
  • Document the cause and the solution for the problem.
  • Verify the full system functionality and apply maintenance procedures. *
Explanation: After the repairs have been completed, continue the troubleshooting process by verifying full system functionality and implementing any needed preventive measures.

23. An employee reports that the output of a workstation display is distorted. The technician checks the manufacturer website and downloads the latest version of the video driver. After the video driver is installed, what should the technician do next?

  • Schedule the next system checkup with the employee.
  • Log the previous and current version numbers of the video driver.
  • Move the display card to another slot to see if the video performs better.
  • Open a video editing application to verify the video performance.*
Explanation: After the repairs have been completed, continue the troubleshooting process by verifying full system functionality.

24. Which two types of data should be backed up before troubleshooting a computer for a customer? (Choose two.) (Choose two.)

  • BIOS system file
  • driver files for the hard disk
  • Internet Explorer favorites files*
  • Windows operating system files
  • documents that are created by the customer *
Explanation: Only customer created data is necessary for backup as a precaution to the troubleshooting process.

25. In which step of the troubleshooting process would a technician have to do more research on the Internet or within the computer manual in order to solve a problem?

  • Test the theory to determine the cause.
  • Document findings, actions, and outcomes.
  • Establish a plan of action to resolve the problem and implement the solution.*
  • Verify full system functionality and, if applicable, implement preventive measures.
  • Identify the problem.
Explanation: Once the cause of the problem is determined, a technician should research possible solutions, sometimes by visiting various web sites and consulting with manuals.

26. What are three benefits of computer preventive maintenance? (Choose three.)

  • elimination of the need for repairs
  • improvement in data protection*
  • extension of the life of components*
  • reduction in the number of equipment failures*
  • time savings for technicians making repairs
  • improvement in RAM access time
Explanation: Preventive maintenance can reduce the need for future repairs, but cannot eliminate them entirely. Preventive maintenance does not affect a technician making repairs. Preventive maintenance has no effect on RAM access time. The remaining options are all benefits of performing preventive maintenance.

27. What is the best way to determine if a CPU fan is spinning properly?

  • Spin the blades of the fan quickly with a finger.
  • Spray compressed air on the fan to make the blades spin.
  • Visually inspect the fan when the power is on to ensure it is spinning.*
  • Listen for the sound of the fan spinning when the power is on.
Explanation: Spinning the fan blades with the power off, especially by using compressed air, can damage the fan. The best way to ensure the fan is working is to visually inspect it with the power on.

28. A technician is performing hardware maintenance of PCs at a construction site. What task should the technician perform as part of a preventive maintenance plan?

  • Remove dust from intake fans.*
  • Back up the data, reformat the hard drive, and reinstall the data.
  • Develop and install forensic tracking software.
  • Perform an audit of all software that is installed.
Explanation: Construction sites are normally very dusty environments. The accumulation of dust in a PC can lead to failure of various components. There is a high risk of overheating due to cooling fans failing because of excessive dust buildup. The technician should ensure that all dust is removed from the intake fans as part of the maintenance process.

29. What is a primary benefit of preventive maintenance on a PC?

  • It extends the life of the components.*
  • It enhances the troubleshooting processes.
  • It simplifies PC use for the end user.
  • It assists the user in software development.
Explanation: Preventive maintenance helps reduce software and hardware problems by preventing undue wear on components, thereby extending the life of the components. It also assists in identifying failed components that require replacement, such as cooling fans.

30. An employee reports that the antivirus software cannot obtain updates. The support technician notices that the license for the software has expired. The technician adds a new license to the software and completes the update service. What should the technician do next?

  • Record the new license number in the log.
  • Download advanced antivirus software from another vendor.
  • Run a full virus scan on the computer.*
  • Review the Event Viewer for the date and time that the last software update was performed.
Explanation: After the repairs have been completed, continue the troubleshooting process by verifying full system functionality and implementing any needed preventive measures.

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