Deck 18: Operational Procedures and Communications Methods

Question 1

To become a successful troubleshooter, you need to avoid the client interview and believe in your own technical expertise.

Answer 1

False

Question 2

For a technician, troubleshooting is the art to quickly and accurately determine what is wrong with a customer's system.

Answer 2

True

Question 3

The Event Viewer in Windows captures three types of information: application errors, security audits, and system errors.

Answer 3

True

Question 4

Windows generates several log files during routine use, and these files can be viewed with the Windows magnifier.

Question 5

During a client interview, it is most appropriate to use jargon to baffle customers.

Question 6

If a cable is loose, has bent pins, and has a dry, brittle, or cracked exterior, replacing it is the best option.

Question 7

AC/DC multimeter with ohm and continuity options test power inside systems and at wall outlets.

Question 8

Grounded AC circuit testers may prevent ESD, which can damage parts on the systems.

Question 9

A vacuum cleaner can be used as an alternative to compressed air whenever possible, especially when working at the client's site.

Question 10

With any spray cleaner, always spray the cleaner onto a cleaning cloth and never on the product to be cleaned.

Question 11

A line conditioner should be used only when the reading from the power supply is not within 10% of 12 volts.

Question 12

The proper type of fire extinguisher for electrical fires is a Class C extinguisher.

Question 13

For the humidity associated with a computer environment, higher is better to avoid ESD.

Question 14

The first step in CompTIA's A+ Troubleshooting Methodology is to ______.

A) Test the theory to determine the causes.
B) Establish a theory of probable cause.
C) Identify the problem.
D) Verify full system functionality.

Question 15

A technician should always ______ for potential causes of the problems, such as interference sources, power problems, and user error.

A) Evaluate the client.
B) Form a hypothesis.
C) Use testing and reporting software.
D) Evaluate the environment.

Question 16

Which of the following facts must be gathered during the initial client interview? (Choose all that apply.)

A) Whether the computer is connected to a network or directly to the Internet.
B) The task being carried out by the customer at the time of the problem.
C) The hardware in use at the time of the problem.
D) All answers provided are correct.

Question 17

Which set of keys can be pressed to display a list of the most complete information about programs and subroutines in memory?

A) Windows Logo+Break
B) Ctrl+Alt+Del
C) Windows Logo+E
D) Ctrl+Windows Logo+F

Question 18

What utility can be used to provide details on the software running at the time of the error?

A) Local Security Policy
B) Task Manager
C) Component Services
D) Event Viewer

Question 19

Which of the following types of failures can be considered specific symptoms to a problem? (Choose all that apply.)

A) Error messages.
B) Beeps.
C) Unusual noises.
D) All answers provided are correct.

Question 20

A system that cannot start or shuts down with no error message could potentially be a victim of ______? (Choose all that apply.)

A) Power issues.
B) Interference sources.
C) Symptoms and error codes.
D) The answers provided are correct.

Question 21

The ______ is a method that can be used to determine exactly what part of a complex system is causing the problem.

A) Malfunction cycle
B) Troubleshooting cycle
C) Hypothesis cycle
D) Troubleshooting methodology

Question 22

Which of the following steps is first among the troubleshooting cycle?

A) Determine the subsystem at cause.
B) Change the hardware component suspect to the cause of the problem.
C) Record current configurations of the subsystem.
D) Back up customer data.

Question 23

Before anything is changed, a technician must first record the ______.

A) System state
B) Complete Window Device Manager report
C) Current configuration
D) Manufacturer's configuration

Question 24

Which of the following are examples of changing a single component or configuration setting? (Choose all that apply.)

A) Swapping both data and power cable.
B) Removing all conflicting devices from the Windows Device Manager.
C) Reinstalling a device's driver software.
D) Changing a device's IRQ or other hardware resource setting.

Question 25

Which of the following are considered a point of failure from outside the system? (Choose all that apply.)

A) Only reading one of two sticks of memory
B) Cannot mount system hard disk
C) Unable to shut down the computer with the case power switch
D) No drive access or power lights

Question 26

Which of the following sources provide helpful information when experiencing problems and difficulties with system conflicts? (Choose all that apply.)

A) Manufacturer's websites
B) Books and reference materials
C) Third-party news and information sites
D) Search engines

Question 27

A ______ should be used at client sites to provide internal cleansing of a system without an awkward mess and flying gunk.

A) Computer-compatible vacuum cleaner
B) Compressed air
C) Household vacuum cleaner
D) Antistatic cleaning gloves

Question 28

You have gathered the required symptoms and developed a hypothesis you think can fix the problem. Your client disagrees, however, and believes that you should follow its route to fixing the problem. What should you do to achieve the best possible outcome?

A) Leave the client's site, and relay a message to your boss concerning the situation.
B) Avoid arguing with the client, and try your best to work with the customer.
C) Minimize the client's problems, and perform your preferred route.
D) Tell the client to leave the working area, and perform your preferred route.

Question 29

The reason you should not open CRT monitors and power supplies is

A) They are not worth the cost of repair.
B) They are ESD-resistant.
C) Their capacitors store large amounts of electricity that can be discharged into the body causing injury or worse.
D) There is no easy way to open them.

Question 30

An MSDS is a document that gives information about hazardous substances. Which one of the following is not associated with an MSDS?

A) Recommended treatment for chemical burns
B) How to deal with a battery spill
C) How to wear a breathing mask
D) How to dispose of a CRT monitor
E) Where to store cleaning solvents

Question 31

Which of the following are likely to be considered incidents requiring an appropriate official response and documentation?

A) Use of social networking sites contrary to published policy.
B) Unauthorized printing of personal documents on company time and equipment.
C) The door to server room was left unlocked.
D) Someone forgot to clock out at the end of his work day.
E) An unauthorized guest logged into the wireless system from the parking lot.

Question 32

The printer on John's desk has been moved to make it more accessible to the rest of the office, and the power cord is now crossing the floor in a traffic area. What should you do next?

A) Install a cable runner.
B) Move the printer back to John's desk.
C) Call building management.
D) Disconnect the cable and remove the printer.

Question 33

A chain of custody is best described as which of the following?

A) A list of incidents
B) The company security policy
C) Proceedings of a family divorce court
D) Chronological documentation from an incident

Question 34

Match the following terms with their description:

-Hypothesis

A) A theory to try to prove or disprove
B) A form of jargon or buzzwords used to create confusion among layman
C) A method used to determine the exact source causing a problem in a complex system
D) A combination of components designed to do a particular task
E) Software designed to preserve the contents of the system drive at both a data and operating system level
F) The portion of a system that, if it fails, will stop the entire system from working
G) A cleaner composed of specialized chemicals to clean tape drive heads, floppy drive heads, and some keyboards
H) A cleaner composed of air used to remove trapped dirt and dust
I) An antistatic-constructed cleaner with small-sized tips and brushes for cleaning keyboards or working around motherboards

Question 35

Match the following terms with their description:

-Technobabble

A) A theory to try to prove or disprove
B) A form of jargon or buzzwords used to create confusion among layman
C) A method used to determine the exact source causing a problem in a complex system
D) A combination of components designed to do a particular task
E) Software designed to preserve the contents of the system drive at both a data and operating system level
F) The portion of a system that, if it fails, will stop the entire system from working
G) A cleaner composed of specialized chemicals to clean tape drive heads, floppy drive heads, and some keyboards
H) A cleaner composed of air used to remove trapped dirt and dust
I) An antistatic-constructed cleaner with small-sized tips and brushes for cleaning keyboards or working around motherboards

Question 36

Match the following terms with their description:

-Troubleshooting cycle

A) A theory to try to prove or disprove
B) A form of jargon or buzzwords used to create confusion among layman
C) A method used to determine the exact source causing a problem in a complex system
D) A combination of components designed to do a particular task
E) Software designed to preserve the contents of the system drive at both a data and operating system level
F) The portion of a system that, if it fails, will stop the entire system from working
G) A cleaner composed of specialized chemicals to clean tape drive heads, floppy drive heads, and some keyboards
H) A cleaner composed of air used to remove trapped dirt and dust
I) An antistatic-constructed cleaner with small-sized tips and brushes for cleaning keyboards or working around motherboards

Question 37

Match the following terms with their description:

-Subsystem

A) A theory to try to prove or disprove
B) A form of jargon or buzzwords used to create confusion among layman
C) A method used to determine the exact source causing a problem in a complex system
D) A combination of components designed to do a particular task
E) Software designed to preserve the contents of the system drive at both a data and operating system level
F) The portion of a system that, if it fails, will stop the entire system from working
G) A cleaner composed of specialized chemicals to clean tape drive heads, floppy drive heads, and some keyboards
H) A cleaner composed of air used to remove trapped dirt and dust
I) An antistatic-constructed cleaner with small-sized tips and brushes for cleaning keyboards or working around motherboards

Question 38

Match the following terms with their description:

-Disk imaging program

A) A theory to try to prove or disprove
B) A form of jargon or buzzwords used to create confusion among layman
C) A method used to determine the exact source causing a problem in a complex system
D) A combination of components designed to do a particular task
E) Software designed to preserve the contents of the system drive at both a data and operating system level
F) The portion of a system that, if it fails, will stop the entire system from working
G) A cleaner composed of specialized chemicals to clean tape drive heads, floppy drive heads, and some keyboards
H) A cleaner composed of air used to remove trapped dirt and dust
I) An antistatic-constructed cleaner with small-sized tips and brushes for cleaning keyboards or working around motherboards

Question 39

Match the following terms with their description:

-Point of failure

A) A theory to try to prove or disprove
B) A form of jargon or buzzwords used to create confusion among layman
C) A method used to determine the exact source causing a problem in a complex system
D) A combination of components designed to do a particular task
E) Software designed to preserve the contents of the system drive at both a data and operating system level
F) The portion of a system that, if it fails, will stop the entire system from working
G) A cleaner composed of specialized chemicals to clean tape drive heads, floppy drive heads, and some keyboards
H) A cleaner composed of air used to remove trapped dirt and dust
I) An antistatic-constructed cleaner with small-sized tips and brushes for cleaning keyboards or working around motherboards

Question 40

Match the following terms with their description:

-Isopropyl alcohol

A) A theory to try to prove or disprove
B) A form of jargon or buzzwords used to create confusion among layman
C) A method used to determine the exact source causing a problem in a complex system
D) A combination of components designed to do a particular task
E) Software designed to preserve the contents of the system drive at both a data and operating system level
F) The portion of a system that, if it fails, will stop the entire system from working
G) A cleaner composed of specialized chemicals to clean tape drive heads, floppy drive heads, and some keyboards
H) A cleaner composed of air used to remove trapped dirt and dust
I) An antistatic-constructed cleaner with small-sized tips and brushes for cleaning keyboards or working around motherboards

Question 41

Match the following terms with their description:

-Compressed air

A) A theory to try to prove or disprove
B) A form of jargon or buzzwords used to create confusion among layman
C) A method used to determine the exact source causing a problem in a complex system
D) A combination of components designed to do a particular task
E) Software designed to preserve the contents of the system drive at both a data and operating system level
F) The portion of a system that, if it fails, will stop the entire system from working
G) A cleaner composed of specialized chemicals to clean tape drive heads, floppy drive heads, and some keyboards
H) A cleaner composed of air used to remove trapped dirt and dust
I) An antistatic-constructed cleaner with small-sized tips and brushes for cleaning keyboards or working around motherboards

Question 42

Match the following terms with their description:

-Computer-compatible vacuum cleaner

A) A theory to try to prove or disprove
B) A form of jargon or buzzwords used to create confusion among layman
C) A method used to determine the exact source causing a problem in a complex system
D) A combination of components designed to do a particular task
E) Software designed to preserve the contents of the system drive at both a data and operating system level
F) The portion of a system that, if it fails, will stop the entire system from working
G) A cleaner composed of specialized chemicals to clean tape drive heads, floppy drive heads, and some keyboards
H) A cleaner composed of air used to remove trapped dirt and dust
I) An antistatic-constructed cleaner with small-sized tips and brushes for cleaning keyboards or working around motherboards