Question 1

You here a rattle in an employee's computer and you open the case while the computer is still running. You notice a loose cable and reach in to tighten the connection. The fan is also making a noise so you use WD-40 to lubricate the fan. What safety errors have you just committed? Choose all that apply.

Accepted Answer

Opening a computer while it is running is a potential risk for inadvertent damage. WD-40 is not to be used for lubricating computer case fans.
Key Takeaway: Opening a computer case while it is running could inadvertently damage the inside of the machine or risk electrical shock. Never reach inside a computer without taking proper ESD precautions. WD-40 contains alcohol and will destroy the cooling fan. Use very lightweight oil for small equipment.

Question 2

John is in charge of setting up an infrastructure which includes flammable liquids. Which of the following fire extinguisher types should he use in case of a liquid fire emergency?

Accepted Answer

Type B is used on flammable liquids and the composition consists of fire-retardant chemicals.
Key takeaway: Class A fires involve ordinary solid combustibles. Class B fires involve flammable or combustible liquids such as gasoline, kerosene, grease, and oil. Class C fires are those caused by energized electrical equipment. The numerical rating for class B extinguishers indicates the approximate number of square feet of fire it can extinguish. Many fire extinguishers can handle multiple types of fires, the most common combination being for both B and C type fires, though "tri-class" extinguishers handle A, B, and C class fires. ABC fire extinguishers are best suited for network infrastructure environments.

Question 3

As a manager over technicians, you are managing customer complaints. Of the following complaints, which ones are valid complaints that you should correct with any technician?

Accepted Answer

Unexpected visitors (non-employees) and lengthy disruptions of a non-business nature are unacceptable.
Key Takeaway: Unauthorized individuals at client visits is inappropriate and most likely a violation of company policy. While calls from family and friends are sometimes unavoidable, continuing to run your social life during client visits is unprofessional and disrespectful and increases the potential for delays.

Question 4

A new maintenance worker sends a support ticket that recently his connection to the Internet "comes and goes." You go to his computer station and find his CAT5e cable was recently run next to the power cable. What do you think is causing the problem?

Accepted Answer

Electromagnetic interference (EMI) generated by a power cable is the most probable issue, as the power cable is next to the CAT5e cable.
Key Takeaway: Interference with a network is not limited to wireless systems. Any unit or cable used as a power source can interfere if it is in close enough proximity to computer or connection equipment.

Question 5

You are laying network cables from patch panels to some new servers. What is the primary safety concern when laying network cable?

Accepted Answer

The primary safety concern is to make sure the cable is out of the way and doesn't present a tripping hazard.
Key Takeaway: The main safety concern with network cables is tripping.

Question 6

You have several home office visits scheduled for the day. Midway through your appointments you encounter an issue that will take longer to repair than expected and you are already running late for the next appointment. What should you do?

Accepted Answer

Keeping clients up-to-date with appointment schedules and delays is critical for professional services.
Key Takeaway: While it is ideal to always be on time for all appointments, you will sometimes encounter a repair problem that takes longer than expected. As best you can, try to schedule appointments so that you have a reasonable expectation of being on time for each visit.

Question 7

From a support ticket you are working on a computer at a customer's home and find there are more issues (some serious) than originally known. How do you deal with this situation? Choose all that apply.

Accepted Answer

When unknown issues arise, inform the client exactly what is known and provide a revised estimate for repair so they can make an informed decision.
Key Takeaway: Most non-technical computer users won't know how to identify and report specific computer issues, so this situation may be common. Good customer service would also include a follow-up call a day or so later to ensure the computer is running properly.

Question 8

Which of the following factors contributes to ESD?

Accepted Answer

Low humidity can be a contributing factor to Electrostatic Discharge (ESD).
Key Takeaway: Anyone who has ever lived in a dry or desert-like climate knows that the low-humidity causes electro-static shocks to occur constantly-when I lived in Las Vegas, Nevada, every time I got into my car I received a shock when opening the door. Since water conducts electricity, humidity in the air dissipates some of the electricity building-up in your body, hence reducing the occurrence of ESD. This is why large server rooms usually have monitored humidity and humidifiers. While extreme heat and cold may affect computer components, they should not have a directly noticeable impact on ESD.

Question 9

While at a friend's house, you are asked to install a new DIMM into a system. Although you've done this procedure countless time, you are concerned about ESD prevention. Which of the following could be done to mitigate the possibility of ESD in this case?

Accepted Answer

Frequently touching or keeping a hand on the computer chassis throughout an upgrade is an effective way to mitigate the possibility of ESD while working on a system.
Key Takeaway: ESD is a technician's number one concern when dealing with exposed hardware or circuitry. Although it is ideal to use antistatic bag and an ESD wrist strap, mat, or apron, touching the computer chassis (the metal portion) grounds the technician to the system, sending any current in the technician's body harmlessly into the metal surrounding the computer. This way, the technician can be secure that they are not going to damage the internal components of the PC.

Question 10

Which of the following cannot be thrown in the normal trash and should be thrown away or recycled according to special guidelines?

Accepted Answer

Replacement UPS Batteries, CRT Monitors, and Used Toner Cartridges cannot be thrown in the normal trash and should be thrown away or recycled according to special guidelines.
Key Takeaway - Since batteries and toner cartridges contain chemicals that warrant an MSDS (or Materials Safety Data Sheet), they should not be thrown away in the regular garbage as they can damage the environment and harm animals or people who come upon the discarded items. CRT (Cathode Ray Tube) monitors almost always hold a charge (even for a long time after being unplugged), and should also be disposed of properly. Chassis screws, while dangerous for certain children and animals if ingested, do not need to be disposed by special means.

Question 11

A user calls the helpdesk concerned because her dog consumed the better part of an inkjet cartridge while she was replacing the ink in her printer. What document will provide her with more information on the ink and what chemical substances it contains?

Accepted Answer

The MSDS, or Material Safety Data Sheet, would provide information on the chemical substances within the ink cartridge.
Key Takeaway - Whenever a product involves chemicals that are potentially hazardous, the manufacturer must provide the consumer with the product an MSDS, or Material Safety Data Sheet. This sheet contains not only the chemical substances contained in the substance, but also the side effects they can cause, how to dispose of the substance, and who to contact in case of an emergency. OSHA and EPA are both organizations that protect the safety of the workplace and environment, and an Incident Response form is an organization form that should be filled out after an accident.

Question 12

The fan on a desktop computer's power supply goes bad. What is the most appropriate way to remedy the situation?

Accepted Answer

If the fan on a desktop computer's power supply goes bad, the most appropriate way to remedy the situation is by buying and installing a new power supply.
Key Takeaway: Power supplies are tricky components, with a stored charge and a lot of intricate wires. Although they can be fixed, it usually requires a specialist who understands the intricacies of working with a power supply and knows how to do so without being harmed. Since a new power supply can be purchased for relatively cheap, for the purposes of A+ always replace one once it or one of its internal components becomes faulty. This is why the power supply is referred to as a Field Replaceable Unit (FRU).

Question 13

Older computers are being decommissioned by the HR department. The HR manager is trying to save some components for newer PCs that are being built and wants to reuse the power supply. Is there a potential problem with placing older power supplies in newer computers? Choose all that apply.

Accepted Answer

Power supplies may fit, but it is the electrical specifications that can damage a computer.
Key Takeaway: If a power supply's electrical specification doesn't match the components in a computer, the unit will either under power the PC or provide too much power.

Question 14

What is the proper procedure for fixing a CRT monitor?

Accepted Answer

There is no proper procedure for fixing a CRT monitor and technicians should not attempt to do so.
Key Takeaway: CRT monitors hold an incredible charge at all times, and therefore it can be extremely dangerous to attempt to fix a faulty CRT monitor. Although there is some truth in not using an ESD antistatic wrist strap, rather than provide grounding, connecting the wrist strap to metal in the monitor could cause severe electrical shock. If a CRT absolutely must be fixed, it should be sent to the manufacturer and not attempted in-house.

Question 15

The following are all ESD prevention measures, except:

Accepted Answer

All of the above are proper ESD prevention measures except leaving the system plugged-in to the wall outlet in order to provide outside grounding.
Key Takeaway: This myth has been floating around the tech community for years is even taught in some legitimate training programs; the idea is that since the computer is connected to the grounding wire in the wall (which in turn connects to the actual ground), there is a lower chance of ESD. In fact, by leaving the system plugged-in, you are creation a major danger to yourself-even if the power supply is switched to off, it could be faulty or worse, you could forget to turn it back off after testing something.

Question 16

You have been tasked with moving several CRT monitors from one office into another. What is the proper way to hold a CRT monitor when carrying it?

Accepted Answer

When carrying a CRT monitor, you should carry it with the flat/glassy front of the monitor facing your stomach or chest.
Key Takeaway - Since the flat/glassy front of a monitor is its most susceptible part, you should always carry a monitor with that portion facing your body. Additionally, CRTs are usually front heavy, making them easy to balance if the front glass faces the carrier.

Quiz 5: Procedures