Question 1

Asking the user to re-create the problem is usually a waste of time.

Accepted Answer

Asking the user to re-create the problem can be very helpful in identifying and resolving the issue. It allows the support team to verify the problem and see exactly what steps the user took before encountering the issue. This can help in reproducing the problem, identifying the root cause and finding a solution.

Question 2

Device Manager can help prove that hardware is not the problem.

Accepted Answer

Device Manager allows users to view and manage hardware devices installed on their computer. If a device is not working properly, it will be displayed with a yellow exclamation mark or red X. This indicates an issue with the device, which can be diagnosed and potentially resolved through troubleshooting or driver updates. If no issues are indicated in Device Manager, it can help confirm that the hardware itself is not the source of the problem.

Question 3

The audio beeps heard during the boot up process are caused by the RAM.

Accepted Answer

The audio beeps heard during the boot up process are actually caused by the BIOS (Basic Input/Output System) firmware. The BIOS uses beep codes to communicate errors that occur during the startup process, such as a memory failure or a problem with the video card.

Question 4

Listening to the computerʹs initialization beeps may determine whether a problem is hardware or software.

Accepted Answer

The initialization beeps, also known as the Power-On Self-Test (POST) beep codes, are used to indicate hardware errors during the boot process. Therefore, listening to these beeps can help determine if a problem is hardware-related. Software problems usually do not generate POST beep codes.

Question 5

The Windows WIN.TXT and HELP.SYS files are the best source for looking up a particular POST error code.

Accepted Answer

The Windows WIN.TXT and HELP.SYS files provide information on Windows errors, but not specifically POST error codes. The best source for looking up POST error codes is the motherboard or computer manual, or the manufacturer's website.

Question 6

Being able to communicate with users is not a problem for technicians.

Accepted Answer

Effective communication with users is often a challenge for technicians, as it requires not only technical knowledge but also the ability to explain complex concepts in understandable terms and to listen to and understand users' needs and concerns.

Question 7

When troubleshooting a computer problem, check the easy stuff first.

Accepted Answer

This is a common principle of troubleshooting. Start with the most basic and simple solutions before moving on to more complicated ones. This can often save time and effort in resolving the issue.

Question 8

Phoenix, PCI, Award, and AMI are all BIOS manufacturers.

Accepted Answer

The answer of Phoenix, PCI, Award, and AMI are all...

Question 9

The hardware devices checked by POST are performed in a specific order.

Accepted Answer

POST (Power-On Self Test) checks the hardware devices in a specific order to ensure that the system components are working properly. The order may vary depending on the manufacturer and model of the system, but generally, the POST checks the system CPU, memory, storage devices, and input/output devices in a predetermined sequence.

Question 10

Hardware errors are usually obvious during RAM access and game play.

Accepted Answer

Hardware errors, especially those related to RAM, can sometimes be subtle and not immediately obvious, manifesting as intermittent glitches, crashes, or performance issues rather than clear, consistent errors during gameplay or RAM access.

Question 11

A service release is another name for a patch.

Accepted Answer

A service release is a type of software update that typically includes bug fixes and minor feature enhancements, and is often referred to as a patch or a hotfix.

Question 12

Determining what the computer problem is usually takes longer than repairing the problem.

Accepted Answer

Diagnosing and troubleshooting a computer problem can be a time-consuming process, requiring the technician to go through a series of steps to determine the root cause of the issue. Once the problem is identified, the repair may be relatively quick and straightforward, but identifying the problem can often take longer than the actual repair.

Question 13

Which of the following is NOT a reason that re-creating the problem is important to solving a computer problem?
A) Because frequently the user is in error, not the computer
B) Because the user may not be describing the problem correctly
C) Because it puts the burden of proof back to the user
D) So you can see for yourself the symptoms of the problem

Accepted Answer

Putting the burden of proof back to the user is not a reason for re-creating the problem. The other options are all valid reasons for re-creating the problem.

Question 14

It is important to re-create a problem because
A) The user may often be the cause of the problem.
B) The user may poorly describe the problem.
C) It could provide clues to the source of the problem.
D) All these are reasons to re-create a computer problem.

Accepted Answer

All of the given options are valid reasons why it is important to re-create a computer problem. By re-creating the issue, we can ensure that we fully understand what is happening and can better diagnose the problem. Additionally, users may not be the best at describing technical issues, and they may accidentally cause the problem themselves without realizing it.

Question 15

Error code 301 usually indicates a faulty or disconnected keyboard.

Accepted Answer

Error code 301 is a specific error code that indicates a faulty or disconnected keyboard.

Question 16

Ted, the trusty technician, has a work order to fix a printer in the office of Joe Smith. Joe describes the problem by showing him a sheet of paper with hieroglyphic-like characters on it and says, ʺWhen I print, this is what I get.ʺ It would be appropriate for the technician to ask:
A) Could you print another document for me so that I can see whether the problem will reoccur again while Iʹm here?
B) Could you disconnect your printer so I can take it apart?
C) Would you mind if I asked you to leave the office, so that I can take a closer look at the problem?
D) What did you do to make the printer malfunction?

Accepted Answer

Asking Joe to print another document will help the technician confirm whether the problem is consistent and allows them to observe the malfunction firsthand. This is a common troubleshooting technique. The other choices are inappropriate: B would ruin the printer's warranty and potentially create further problems, C is an unnecessary request that may make Joe feel uncomfortable, and D is unhelpful since Joe may not have done anything to cause the malfunction.

Question 17

To troubleshoot the Windows boot process, hold the Ctrl key down whiles the machine boots.

Accepted Answer

Holding the Ctrl key down does not troubleshoot the Windows boot process. However, there are other methods like accessing the Advanced Boot Options menu or using the Windows Recovery Environment that can be used to troubleshoot boot issues.

Question 18

A technician receives a call from a distraught user that claims to have a bad hard disk drive in the computer. The first step the technician should take is to
A) Have the user replace the hard drive.
B) Have the user re-create the steps that led to the problem.
C) Have the user bring in the computer.
D) Quote an outrageous on-site service call fee.

Accepted Answer

Having the user re-create the steps that led to the problem is a logical first step. It helps the technician understand the issue better and determine if the problem is indeed with the hard drive or something else. This approach can save time and resources by accurately diagnosing the problem before taking more drastic measures.

Question 19

A fix-all.bat file is software that fixes a known application problem.

Accepted Answer

A fix-all.bat file is a batch script that may contain commands to automate tasks, but it is not specifically software designed to fix known application problems.

Question 20

The power going into the power supply is DC power.

Accepted Answer

The statement is incomplete. It is not specified which power supply is being referred to. However, in general, power supplies can accept both AC and DC power depending on their design and intended use.

Quiz 5: Logical Troubleshooting