IT CH 4 Questions

1- 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.
2- 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.
3- 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.
4- 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.
5- 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.
6- 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.
7- 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.

8- 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.
9- 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.
10- 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.

11- 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.
12- 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.
13- 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.

14- 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.
15- 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.
16- 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.

17- Which negative environmental factor does cleaning the inside of a

computer reduce?
 dust*
 EMI
 rust