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testout CH13

A user has called to complain that her computer won’t boot. It stops at the BIOS startup screen right after the
memory has been tested and displays a 301 keyboard error. What should you do first?
Verify that no keys are being pressed down during POST.
Your motherboard has two memory slots and supports a maximum of 8GB of RAM. After installing two 4GB modules
and booting your system, you find that Windows only recognizes 3.5 GB of RAM. What should you do?
Upgrade to a 64-bit version of Windows.
After arriving early this morning, you turn on your computer to begin your work. Instantly you see smoke and smell a
strange odor coming from the computer. What should you do?
Shut off the system immediately
What should you do (if possible) before flashing the BIOS? (Select two.)
Backup CMOS settings.
Connect the computer to a UPS.
You have just replaced the motherboard in your computer. Your computer starts, but the hard disk light does not
come on while the system is booting. What should you do?
Connect the hard disk LED to the motherboard.
You have a desktop computer that uses a 250 watt power supply. You recently added a 4-disk RAID10 array to the
system and now it spontaneously shuts down. What should you do?
Upgrade to a power supply that provides more watts.
Lately your computer is spontaneously rebooting and freezing. What is the most likely cause?
Overheated CPU
You are testing the power supply in a PC system by measuring the voltage available on the 4-pin Molex connector.
The voltage on the red wire is + 5.1 volts. What should you do?
Nothing, the power supply is working normally.
You have an existing computer that you’ve been using for years. You decide to upgrade the processor. You check the
motherboard documentation and purchase the fastest processor that is supported by the motherboard. When you
start the computer, it beeps regularly but nothing is shown on the screen and it doesn’t start. What should you do?
(Select two.)
Reinstall the old processor in the motherboard.
Flash the BIOS.
To test a power supply, you want to use a multimeter to measure the voltage on a Molex hard disk drive connector.
To do this, you need to turn the power supply on. Which pins on the 24-pin motherboard connector coming from the
power supply can be shunted to turn the power supply on? (Select two.)
Pins 16 and 17
Pins 15 and 16
You are in the process of configuring a new computer. The motherboard has six memory slots and supports triple
channel memory. You install two memory modules. When you boot the computer, the BIOS recognizes both modules,
but the memory only runs in dual channel mode. What should you do? (Select two.)
1. Move the modules to the correct motherboard slots.
2. Install a third, identical memory module
You are testing the power supply in a PC system by measuring the voltage available on the 4-pin Molex connector.
The voltage on the yellow wire is +10.1 volts. What should you do?
Replace the power supply.
When you try to boot your computer, it hangs after POST. When you access the CMOS setup program, you see that
the date is several years behind and the time is set to 12:01 am. What is the most likely problem?
The CMOS battery has failed.
You have just finished upgrading the CPU in your desktop system. After running the system for about 15 minutes, the
system spontaneously shuts down. What should you do first to troubleshoot the problem? (Select two.)
1. Check the thermal shutdown threshold in the BIOS
2. Check the CPU fan power.
You have installed a new computer with a quad-core 64-bit processor, 6 GB of memory, and a PCie video card with
512MB of memory. After installing the operating system, you see less than 4GB of memory showing as available in
Windows. What should you do?
Install a 64-bit version of the operating system.
You have just installed several devices at once to a computer, but now the computer fails to boot properly. What
should you do?
Remove all of the newly added devices and install them one at a time.
Lately your computer is spontaneously shutting down after only a few minutes of use. What is the most likely cause?
(Select two.)
Cooling fans clogged with dust
Overheated CPU
Lately you hear a clicking noise when reading or writing data from the hard disk. What is the most likely cause of the
clicking?
A clicking noise when reading or writing data from the hard disk is an early sign of a failing drive.
Due to a blackout, power is no longer coming from the wall outlet and your computer is now off. You do not have a
UPS and you need to remove a disc out of the DVD drive. What is the easiest method for retrieving the disc?
Push an unbent paper clip into the hole on the front of the drive.
You have connected a two drives to the primary IDE interface in a PC system. How could the drives be configured?
(Select two options.)
Set both drives to Cable Select.
Set one drive to Master and the other to Slave.
You have a computer with a single hard disk configured as a basic disk with a single partition formatted with NTFS.
The computer runs Windows 7 Enterprise. The disk has run out of space. You need to add space to the disk. You
install a new hard drive and start Disk Management. Which of the following is a required task to add space to the
existing volume?
On the new hard disk, create a new partition without a drive letter.
Your desktop workstation system uses a SCSI bus to connect storage devices. The SCSI host adapter is assigned an
ID of 7, the SCSI hard disk is assigned an ID of 5, the SCSI tape drive is assigned an ID of 3, and the SCSI DVD
drive is assigned an ID of 0. Which device has the lowest priority on the SCSI bus.
DVD drive
You have been asked to implement a RAID 10 solution for a video editor’s desktop workstation. What is the minimum
number of hard disks that can be used to configure RAID 10?
4
Your computer currently runs Windows 7 Enterprise edition. You want to create a RAID 10 array using four newly installed SATA disks. When you go to Disk Management, the option to create the RAID 10 array is not available. What
should you do?
Install an add-on RAID controller.
A computer has two hard disk drives installed on the primary IDE channel. You decide to move the second hard drive to the secondary IDE channel. The secondary IDE interface will have no other devices. How should you configure the second hard drive on this channel?
Master or Single
Which of the following drive configurations uses striping with parity for fault tolerance?
Raid 5
You are installing the first SATA drive into a desktop computer system, but you do not have the drivers for the
motherboard’s integrated SATA controller. Which of the following tasks will be required in the configuration process?
Set the drive type in the BIOS to IDE.
You have added a new 1 TB hard disk to a Windows computer. The disk is configured as a basic disk. Which of the following can be configured on this disk? (Select two.)
Primary partitions
Extended partitions with logical drives
You remove a SATA hard disk from a Windows 7 computer and put it in a system that is running Windows 98. You are
unable to read the disk. What is most likely the problem
Windows 98 does not support NTFS.
You’re configuring devices on a SCSI bus. You’ve installed a SCSI adapter in an expansion slot. You’ve connected a
SCSI hard disk drive (sdO) to one of the middle connectors on the internal SCSI ribbon cable. The end connector on
the internal SCSI ribbon cable is connected to a SCSI DVD drive. Where should termination be enabled on this bus?
(Choose two.)
On the SCSI adapter.
On the DVD drive.
You have a computer running Windows 7 Home Premium and need to access the contents of a flash drive. The flash
drive has been formatted with the exFAT file system. You want to read the flash drive on your computer as quickly as
possible with the least amount of effort. What should you do?
Do nothing. Windows 7 can natively access exFAT file systems.
Which term refers to a situation where two files try to claim the same cluster on the hard disk?
Cross-linked clusters
Which of the following utilities would you use to correct cross-linked clusters within the file system on a Windows
workstation?
chkdsk
You have just finished upgrading the 250 W power supply in your desktop computer to a 450 W power supply. Now
the BIOS doesn’t recognize one of the hard disk drives in the system during POST. What should you do?
Make sure that the hard disk is connected to the power supply.
You have just finished installing a new SATA hard disk in your computer. Now your SATA DVD drive won’t work. What should you do first? (Select two.)
Make sure that the DVD SATA cable is connected.
Make sure that the DVD power cable is connected.
You have physically installed a new hard disk drive in your computer and configured the disk in the BIOS using the
CMOS setup program. You try to access the hard disk drive in Windows Explorer, but the drive is not displayed.
Which utility will you most likely use to solve the problem?
Disk Management
When you try to read a particular DVD·R disc that was burned in a different computer, you receive an error message. Other DVD discs work fine in your drive. Which of the following are the most likely problems?
The disc is dirty or scratched.
You have an existing computer running Windows 7 Enterprise. You want to configure a RAID 5 array in the computer. You install three new SATA drives, then use the RAID controller integrated into the motherboard to define a RAID 5 array using them. When you boot the computer, Windows does not show the logical RAID drive you just created. What should you do?
Install the drivers for the RAID controller.
One corner of the image on an SVGA monitor always has a more purple tint than the rest of the image. What is most
likely the problem?
Data cable
A customer complains that a recently purchased monitor no longer displays a picture. You verify that the monitor is
powered on and that the video cable is securely fastened to the video port. Which of the following actions should you
direct the customer to take next?
Adjust the monitor’s settings using controls on the monitor.

Explanation of this stupid ass answer:
A common problem is for a monitor’s brightness or contrast control to be turned down accidentally. You should ask the customer
to adjust the brightness and contrast on the monitor to see if it has any effect on the problem.

You have purchased an LED monitor and connected it to the DVI-I port on your computer using a DVI-D cable. You
configure the screen resolution to 1440 x 900 with 24-bit color. The screen display seems to be fuzzy. What should
you do to correct the problem?
Change the screen resolution to the native resolution of the monitor. OBVIOUSLY

the other answers:
0 Replace the DVI-D cable with a DVI-I cable.
0 Increase the color depth to 32- bit.
0 Change the screen resolution to 1600 X 1200.
0 Replace the DVI-I cable with a DVI-A cable.

You recently upgraded a client’s older workstations from Windows XP to Windows 7. The client has called to complain
that the new interface is very slow. For example, after clicking on the Start button, the Start Menu slowly appears on
the screen. How can you fix this problem? (Select two options.)
0 Upgrade the video board installed in the system.
0 Set the visual effects for best performance.
Your CRT monitor displays a thick black border around the main screen image. What should you use to fix this
problem?
Monitor hardware controls
Your monitor is displaying images using odd colors. Which of the following is a solution to this problem?
Increase the color depth.
A customer complains that a recently-purchased plasma monitor no longer displays a picture. You verify that the
monitor is powered on and that the video cable is securely fastened to the DVI-I video port. Which of the following
actions should you direct the customer to take next?
Adjust the monitor’s settings using controls on the monitor.
You’ve just installed a new video card in a user’s Windows workstation. However, when you power the system on, the
screen is displayed in 16 colors at 640×480 resolution. Which of the following will resolve this problem?
Download and install the latest driver from the video card manufacturer’s web site.
When would you use the degauss feature on a CRT monitor? (Select two.)
The monitor displays distorted images
The monitor displays strange colors
You recently upgraded a client’s older workstations from Windows XP to Windows 7. The client has called to complain that the interface is very slow. For example, after clicking on the Start button, the Start Menu slowly appears on the screen. How can you fix this problem without upgrading the hardware itself?
Set the visual effects for best performance.
You’re trying to access your office network with your Windows workstation from home using your organization’s
virtual private network (VPN). Your DSL modem has connected to your ISP, but you can’t connect to your office
network. You issue the ipconfig command from the command prompt and learn that your system has been assigned an IP address of 169.254.1.12. What’s causing the problem?
Your ISP’s DHCP server isn’t working
You are troubleshooting a network communication problem to the www.widgets.com server. Which of the following
will give you the IP address of that server? (Select two.)
ping www.widgets.com
nslookup www.widgets.com
You manage a network that has multiple internal subnets. You connect a workstation to the 192.168.1.0 subnet using
the default subnet mask. This workstation can communicate with some hosts on the private network, but not with other hosts. You run ipconfig /all and see the following:
Incorrect default gateway
You have a small wireless network that uses multiple access points. The network uses WPA and broadcasts the SSID. WPA2 is not supported by the wireless access points. You want to connect a laptop computer to the wireless network. Which of the following parameters will you need to configure on the laptop? (Select two.)
TKIP encryption
Preshared key
You administer a network with Windows and Linux servers, and Windows 7 clients. A user calls and indicates that he
is unable to access resources on the network. You type ipconfig on the user’s computer and receive the following
output:
Ethernet adapter Local Area Connection :
IPv4 address .
Subnet Mask .
Default Gateway
169 . 254 .1.17
255 . 255 . 0 . 0
Unavailable DHCP server.
You have just connected a new computer to your network. The network uses static IP addressing. You find that the
computer can communicate with hosts on the same subnet, but not with hosts on a different subnet. No other
computers are having a problem. Which of the configuration values would you most likely need to change?
Default gateway

Check the default gateway setting on the computer. The default gateway value is used for sending packets to other subnets. If the
value is incorrect, then the packets will not be sent to the correct router. In this scenario, the host can communicate with other
hosts on the same subnet, meaning that the IP address and subnet mask are correctly configured. The DNS server address is
likely not the problem as name resolution is not mentioned in the scenario. In addition, if name resolution were a problem, it could
affect access to both local and remote hosts.

You have been contacted by OsCorp to recommend a wireless Internet solution. The wireless strategy must support a transmission range of 150 feet, use a frequency range of 2.4 GHz, and provide the highest possible transmission speeds. Which of the following wireless solutions would you recommend?
802.11n

Of the technologies listed, only the IEEE 802.11 n wireless standard addresses the desired requirements. The 802.11 a wireless
standard offers maximum speeds of 54 Mbps and uses the 5 GHz frequency range. The 802.11 g wireless standard offers
maximum speeds of 54 Mbps. 802.11 b uses the 2.4 GHz frequency range but supports only 11 Mbps transfer speeds.

Given that your Windows workstation has Automatic Private IP Addressing (APIPA) implemented using default
settings, which of the following TCP/IP addresses could be automatically assigned to the system should your DHCP
server go down or become inaccessible?
169.254.1.26

In the event that a DCHP server is not available, Windows workstations can use APIPA to automatically provide themselves with
an IP address. The default address range used by APIPA is 169.254.0.1 to 169.254.255.254. Of the options presented, only
169.254.1.26 falls within this range.

You manage a network that has multiple internal subnets. You connect a workstation to the 192.168.1.0 subnet
which uses the default subnet mask. This workstation can communicate with some hosts on the private network, but
not with other hosts. You run ipconfig /all and see the following:
Ethernet adapter Local Area Connection :
Connection- specific DNS Suffix . : mydomain . local
Description . . . Broadcom network adapter
Physical Address . : 00 – AA-BB-CC-74-EF
DHCP Enabled . . . . . . . No
Autoconfiguration Enabled . Yes
IPv4 Address 192 . 168 . 1 . 102(Preferred)
Subnet Mask . 255 . 255 . 0 . 0
Default Gateway : 192 . 168 . 1.1
DNS Servers . . 192 . 168 . 1 . 20 192 . 168 . 1 . 27
Incorrect subnet mask

In this example, the network is using a mask of 255.255.255.0 (24-bits), but the workstation is configured to use a mask of
255.255.0.0.

You are designing an update to your client’s wireless network. The existing wireless network uses 802.11b
equipment, which your client complains runs too slowly. She wants to upgrade the network to run at 150 Mbps. Due
to budget constraints, your client wants to upgrade only the wireless access points in the network this year. Next
year, she will upgrade the wireless network boards in her users’ workstations. She has also indicated that the system
must continue to function during the transition period. Which 802.11 standard will work best in this situation?
802.11 n is the best choice for this client. Both 802.11 a and 802.11 g each operate at a maximum speed of 54 Mbps. 802.11a isn’t
compatible with 802.11 b network boards.
While troubleshooting a network issue, you successful ping the 127 .0.0.1 IP address. Which of the following is true?
The TCP/IP protocol suite is working correctly on the local computer.

The 127.0.0.1 IP address is reserved as the loopback address of the local computer. A successful ping to 127.0.0.1 indicates the
TCP/IP protocol suite is working correctly on the local computer.

You are troubleshooting network connections on a Windows workstation and you want to view a list of connections on
the computer. How can you do this? (Select two.)
On the Start menu, right-click Network and select Properties.
On the Start menu, click Control Panel, then click Network and Internet.
You have a small home network that uses 192.168.1.0 with the default subnet mask for the network address. The
default gateway address is 192.168.1.254, and the router is providing DHCP on the network. The Wrk2 computer has
been assigned the IP address of 192.168.1.55. Which of the following is considered the loopback address for the
Wrk2 computer?
127.0.0.1
Which of the following commands verifies that TCP/IP is working correctly on the local computer?
ping 127.0.0.1
A user reports that he can’t browse to a specific Web site on the Internet. From his computer, you find that a ping
test to the Web server succeeds. A trace route test shows 17 hops to the destination Web server. What is the most
likely cause of the problem?
Incorrect DNS server address

In this scenario, a ping test to the Web site succeeds, while accessing the Web site through the browser does not work. Users
type host names in the browser to go to Web sites, and host names must be translated to IP addresses by a DNS server. Either
the workstation is using the wrong address for the DNS server, the DNS server is not available, or the DNS server does not have
an entry for the Web site. Because the ping and trace route tests work, you know that the IP address, subnet mask, and default
gateway values are correct.

You are designing a wireless network for a client. Your client needs the network to support a data rate of at least 54
Mbps. In addition, the client already has a wireless telephone system installed that operates 2.4 GHz. Which 802.11
standards will work best in this situation? (Select two.)
802.11a
802.11n

(good luck find a NEW 802.11a router… )

Your home network is connected to the Internet through a 512 Mbps DSL line. Your ISP provided you with a small
office/home office (SOHO) router that provides four 100 Mbps Ethernet ports for your home office and one DSL port
for connecting the network to the Internet. The SOHO router has a built-in DHCP server that is used to automatically
configure workstations with an IP address, default gateway address, and DNS server address. However, today you
are unable to access the Internet. The browser reports that it can’t find the URLs you are requesting. Using the
ipconfig command, you’ve verified that the workstation is receiving correct IP address parameters. You tried entering
tracert 137 .65.1.2 at a command prompt and found that you’re able to reach this server on the Internet without any
issues. What is causing this problem?
Your ISP’s DNS server is down.

Because your workstation is able to receive correct IP parameters from the built-in DHCP server, you know that the home office
side of the SOHO router is working correctly. The fact that you’re able to trace the route from your workstation to a server on the
Internet using its IP address indicates that routing is working properly. This, coupled with the browser error message, would
indicate that the most likely problem is a down or malfunctioning DNS server. You could test this hypothesis by trying to access a
Web site using an IP address in the URL instead of a domain name.

You have a small wireless network with less than 50 client computers. You upgraded the hardware on two wireless
devices so you can use a better security standard than WEP. Now you need to implement the new security standard. You need the greatest amount of security with the least amount of effort, and without replacing any of the wireless infrastructure. What should you do? (Select two.)
Implement WPA2-AES
Configure each client with the same key

In this case, implementing WPA2 with AES and using the same pre-shared key on each client provides the greatest amount of
security with the least amount of effort, and does not require the replacement of any of the wireless infrastructure. WPA2-
Enterprise uses 802.1x for authentication and requires the configuration of an authentication server. WPA2 is more secure than
WPA-PSK.

Which wireless standard has the highest data transfer rates?
802.11a
802.11n Answer
802.11b
802.11g

802.11 n has the highest data transfer rates, up to (theoretically) 600 Mbps.802.11 a and g have speeds up to 54 Mbps or 108 Mbps
when using channel bonding. 802.11 b has speeds up to 11 Mbps.

You are troubleshooting connectivity between your computer and the www.widgets.com server whose IP address is 192.168.1.1. Which of the following commands tests connectivity to the device as well as name resolution?
ping www.widgets.com

To test both name resolution and communication with the server, use the ping command with the host name. The first step in the
ping test is to find the IP address of the specified host. Using ping with just the IP address will not test name resolution. Using
nslookup only tests name resolution, it does not test communication with the end device.

During system startup, you see an error message that a service failed to start. You research the error and find that
another service must be started first before this service can start. Which tool could you use to configure the needed
service to start automatically?
Services console
When running a program on a Windows system, you get an error message indicating that a specific file (not the .exe
file) cannot be located. What should you try first to fix the problem?
Check the working (Start In) directory identified by the shortcut.
One of the programs that launches automatically at startup is causing your Windows workstation to lock up. You have
examined the Startup folder, and the problem application is not present. Which Windows utility should you use to
prevent the program from starting automatically?
Msconfig.exe
Which Windows 7 operating system startup component replaces the boot.ini file that was used by earlier versions of
Windows?
Boot Configuration Data

Boot Configuration Data (BCD) is a database for startup configuration data on Windows Vista and Windows 7. It replaces the boot.ini file that was used by NTLDR on older versions of Windows.

While browsing the Internet, the Internet Explorer browser window hangs and stops responding. Which Task Manager
tab would you use to end Internet Explorer? (Select two.)
1. Applications
2. Processes

The Applications tab lets you switch to, start, or end an application. You could also use the Processes tab to kill the process
associated with the Internet Explorer application. Use either tab to stop a program that is not responding. The Performance tab
shows you overall system utilization and statistics. The services tab shows a list of background services that are running on the
system. The users tab shows a list of all users logged into the system.

Mary reports that an application’s shortcut icon no longer launches the application. You check your documentation
and find that you have installed a new disk drive in her computer. What should you do first so Mary can run the
application?
Check the shortcut properties to make sure it is pointing to the correct file location.

The first thing to try would be to verify that the shortcut is pointing to the correct location. Installing a new disk drive might have
modified the drive letters, thereby making the shortcut path invalid.

(DONT INSTALL PROGRAMS IN WIERD PLACES??)

You have a compiler that compiles applications used in your business. You want to make sure that the compiler
continues to run in the background, even if you open other applications. How can you adjust the amount of attention
given to that application?
Use Task Manager to modify the process priority.
On a Windows system, which Task Manager tab would you use to adjust the priority given to a specific program?
Processes
You have a custom database application that your company has been using for several years. The application works
fine on all of your Windows XP systems. You have just purchased a new Windows 7 system for one of your sales team
members. You make this user a member of the Users group on the local system. You install the custom application
successfully. When the sales person logs on and tries to run the application, the program splash screen loads but
then seems to hang. What should you do first?
Grant the user permissions to the directories and files used by the application.
Which of the following tools can you use to start the Print Spooler service if it is currently stopped? (Select two.)
1. Net start
2. Services console
Which utility can be used to view when a service was stopped as well as any error messages generated by the
service?
Event Viewer
You are the administrator for your company and you have been asked to get the company accounting program
installed on some new Windows 7 laptops. When you install this software on the new PCs, you discover that it will not
run because User Account Control (UAC) keeps causing it to fail. Because the accounting program was designed by
the company and it will not be upgraded anytime soon, you must get it to work as is with UAC. What can you do to
get the application to work with UAC? (Choose the best solution.)
Alter the program settings to Run this program as an administrator.
A Windows XP system was severely damaged after a lightning strike, and is now faillng to boot. The menu of boot
options contained within the Boot.ini file is not displaying and you are convinced that the file is not being read. Which
file is responsible for loading and displaying the Boot.ini options?
NTLDR
You have a Windows Vista computer that was recently upgraded from Windows XP. One application worked fine in
Windows XP, but now does not run in Windows Vista. You have checked the application vendor’s web site but there is
no update available. What should you try next to run the application?
Run the application in compatibility mode.
While working on your Windows 7 system, the system encounters a critical error. For a brief second you see the Blue screen indicating the error. Before you can read the error, however, the system reboots. After rebooting and logging back on, the same thing happens again. What should you do so that you can read the error message next time it happens without the system rebooting?
Reboot the system . Press F8 and disable the automatic restart feature.
Which of the following represent the correct boot sequence in Windows XP after the BIOS has passed control over to
NTLDR?
BOOT.INI, NTDETECT.COM, NTOSKRNL.EXE

In Windows 2000/XP, the BIOS passes control over to NTLDR which examines the BOOT.INI file to determine the operating
systems and display the startup menu. Next, the startup file including NTDETECT.COM is loaded to identify the installed
hardware. Finally NTOSKRNL.EXE and HAL.DLL are loaded and control is passed to NTOSKRNL.

What is a recovery partition?
A partition created by the computer manufacturer to restore the system to its original state.
In which of the following situations would restoring from a backup be the best option? (Select two.)
You accidentally deleted several important e-mails from Outlook and need to restore them.

You need to restore several word processing files that were accidentally deleted from My Documents.

In which of the following situations would reverting to a System Restore point be the best option?
You recently installed a new application and now the system behaves erratically.
When you load a partition management utility on a workstation running an OEM version of Windows 7, you notice
that there is a hidden partition on the workstation’s hard drive. You decide to delete it to free up space on the drive.
Should you do this?
No, this is the system’s recovery partition.
In which of the following situations would restoring from a system image be the best option?
You need to restore a Windows system after a hard drive failure.
Under which circumstances would using the Last Known Good option be most likely to correct the problem?
If you made a system change and then the startup fails before the logon screen
A malfunctioning video driver is preventing your Windows system from starting successfully. Which startup option
should you choose so you can copy an updated driver from the help desk support server?
Safe Mode with Networking
You turn on your desktop computer. You can hear the fans start up, but the monitor remains blank. You wait a while,
but it doesn’t appear that anything else is happening . The hard drive activity light doesn’t show activity, and you
never hear the sound that plays when Windows loads up. Which of the following are the most likely cause of the
problem? (Select three.)
1. Processor
2. Memory
3. Video Card

When a computer first boots, it checks the processor, memory, and video card. If any of these three components are faulty, the
boot process will stop. Depending on the problem, you might see nothing displayed on the screen. If the hard disk is bad, the
system will boot past the BIOS, but be unable to locate the operating system files. You will see a message displayed on the
screen indicating this and other problems (such as a bad keyboard). The startup sequence typically does not diagnose the
mouse.

Rodney, a user in the research department, reports that he is getting STOP errors while using his Windows 7
computer. You ask Rodney if anything has changed recently on the computer. Rodney explains that he ran the
installation program for his PDA and everything worked fine until he tried to hot sync. Now any time he hot syncs, he
has to reboot the computer. You need to fix Rodney’s computer and prevent Rodney from using the PDA until you can install an updated driver. What should you do?
Reboot the system and select Safe Mode. Disable the PDA’s driver in Device Manager.
You want to scan your system for changed system files and automatically revert to previous versions for any file that
has been altered. You want the scan to run once the next time the system boots. Which command should you use?
sfc /scanonce
How can you keep a Windows 7 system from restarting after a critical system error occurs?
Use the Disable automatic restart on system failure option on the Advanced Boot Menu
You have a Windows 7 system with two SATA hard drives, one used for the operating system and the other used for
data. You have traced recent problems to a fault in the system motherboard. You replace the motherboard and
reconnect all hardware. When you start the computer, the system shows the BIOS information screen, but then
returns an error that an operating system could not be found. What should you do?
Change the boot order in the BIOS.
Marcus was attempting to tweak his workstation’s operating system when he inadvertently corrupted his system boot
files. It will now no longer boot to a logon prompt. After pressing F8, which option should he choose?
Repair Your Computer
You need to boot a Windows 7 system into Safe Mode. Which key should you press during the system boot to access the Advanced Boot Options menu?
F8
One day while trying to start your Windows XP computer, the system displays the following error:
Windows could not start because the following file is missing or corrupt : Windows
system32ntoskrnl . exe . Please re-install a copy of the above file .
The problem occurs immediately after the operating system loading message. You are unable to boot into Safe Mode.
Which of the following will most likely fix the problem? (Select two.)
1. Boot into the recovery console and run bootcfg /rebuild
2. Boot into the recovery console and perform an automatic operating system scan and repair.
You’re troubleshooting a computer running Windows 7. The operating system has halted and a blue screen has been displayed on the monitor with an error message. What is the first step you should take in troubleshooting the issue?
Search for the error in Microsoft’s knowledgebase or in a search engine on the Internet.
One day while trying to start your Windows 7 computer, the system displays the following error:
Windows could not start because of a computer disk hardware configuration problem . Could not read
from the selected boot disk . Check boot path and disk hardware .
Which of the following will most likely fix the problem?
Boot into the recovery environment and run the bootrec /rebuildbcd command.
You have booted your Windows 7 workstation into Safe Mode and enabled Boot Logging. To which log file is the boot logging information now being written?
Ntbtlog.txt
One day while trying to start your Windows XP computer, the system displays the following error:
Invalid partition table
Which of the following will most likely fix the problem?
Boot into the recovery console and run the fixmbr command on the boot volume.
You have a Windows XP Professional workstation that does not currently have the Recovery Console installed. Which
command should you use to install the Recovery Console?
WINNT32 /CMDCONS
A user in the research department, reports that he is getting STOP errors on his Windows system during startup. You
ask him if anything has changed recently on the computer. He explains that he ran the installation program for his
PDA just before receiving the first STOP error. He immediately rebooted and has not been able to use Windows 7
since then due to STOP errors during the boot process. You need to fix his computer. What should you do?
Reboot the system. Select Last Known Good Configuration from the Advanced Startup options.
Christian has booted his Windows 7 workstation in Safe Mode and enabled Boot Logging. Which file would he examine to see a list of drivers loaded during the startup process?
Ntbtlog.txt
The video driver on your Windows 7 computer is preventing the system from starting up successfully. You have
already downloaded an updated driver and copied it to the computer’s hard drive. Which mode should you select from
the Windows Advanced Boot Options menu that would most likely allow you to start the computer to continue fixing
the problem?
Enable VGA Mode
The video driver on your Windows 7 computer is preventing the system from starting up successfully. You have
already downloaded an updated driver and copied it to the computer’s hard drive. Which mode should you select from
the Windows Advanced Boot Options menu to ensure that the system can complete the boot process?
Safe Mode
You have a Windows 7 computer that was recently upgraded from Windows XP. An installed application worked fine in Windows XP, but now does not run in Windows 7. You have checked the application vendor’s web site but there is no update available. What should you try to run the application? (Select two options.)
1. Run the application in XP Mode.
2. Run the application in compatibility mode.
Which of the following identify the key differences between a worm and a virus? (Select two.)
1. Worms independently replicate themselves
2. A virus relies on a host for replication.
Which of the following are likely symptoms of malware infection? (Select two.)
1. Changed file permissions
2. Renamed system files
Which techniques are used in a pharming attack to redirect legitimate web traffic to malicious web sites? (Select
two.)
1. Changing the hosts file of a user’s computer
2. Exploiting DHCP servers to deliver the IP address of poisoned DNS servers
Several employees have forwarded you an e-mail indicating that your company’s health insurance provider has just
launched a new benefits management web site that all employees must start using. The employees are told in the email to click a link to access the site. Once there, they are required to provide their Social Security number. However,
you have discovered that your company’s insurance provider did not send this e-mail. What kind of attack just
occurred?
Phishing
While browsing the Internet, a pop-up browser window is displayed warning you that your system is infected with a virus. You are directed to click a link to scan for and remove the virus. What should you do? (Select two.)
1. Update the virus definitions for your locally-installed anti-virus software.
2. Run a full system scan using the anti-virus software installed on your system.
A user is trying to log into Windows on her notebook computer. She enters the correct password for her user account, but the system won’t let her authenticate, claiming the wrong password has been entered. What’s causing the
problem?
She has turned Num Lock on causing numbers to be sent from the keyboard instead of letters.
You’re attempting to diagnose a problem with a notebook computer. The user reports that it displayed a message
indicating that the battery was low, then it shut down by itself even though it was plugged into a wall outlet. You’ve
checked the AC adapter and found that the LED light is lit when plugged into a wall outlet. What should you check
next? (Select two.)
1. Verify that the power LED on the notebook computer is lit when plugged into the wall outlet.
2. Verify that the AC adapter produces the correct DC voltage for the notebook computer.
All members of the Sales team use laptop computers while traveling to connect to the Internet. Each laptop has a
built-in wireless network card that supports 802.11b/g/n. You have trained each user to be able to create new
wireless connections in order to connect to wireless networks in airports and at hotels. You get a call from one user stating that her wireless connection no longer works. She has checked the wireless configuration and she knows it to be correct because other sales people at the same location are able to connect. What should you do first?
Have her verify that the wireless card’s hardware switch is in the On position.
Your lobby receptionist uses a laptop computer to complete her day-to-day tasks. You are concerned about the
security of her system. What should you do? (Select two.)
1. Secure the laptop to the desk using a cable lock.
2. Configure the laptop with a biometric fingerprint scanner.
Which of the following should you do if you cannot turn a laptop off?
Unplug the AC power and remove the battery
Your manager has been using the same laptop computer without error for four years. Suddenly, the computer will not
start and run correctly. What should you do to isolate the problem?
Remove the batteries and attempt to run the computer from a wall outlet
Your laptop carrying case is designed for a 15-inch laptop, yet you think you can squeeze your 16-inch laptop into it.
Before slipping the laptop into the case, what should you do?
Remove any ExpressCards from their slots
Six months ago, you purchased a new laptop. Since then, you have noticed that the battery life has been steadily
going down. When it was new, a full charge lasted about 3 hours. Now you are lucky to get 2 hours before the
battery charge level drops below 5%. What should be your first step to correct this problem?
Calibrate the battery.
You’re troubleshooting a malfunctioning notebook computer system. The user has indicated that the screen suddenly
became dark and difficult to read while he was downloading a large file through his wireless network card while the
system was plugged in at his desk. You’ve checked the system and determined that the backlight has stopped
working. Which of the following could be the cause? (Choose two.)
1. The inverter in the LCD assembly has malfunctioned.
2. The cold cathode fluorescent lamp has burned out and needs to be replaced.
A user in sales cannot get his laptop to display through a projector. He sees the screen output on the built-in LCD
display, but the video is not being seen on the projector. What should you do first?
Use the Fn key to redirect display to the external video port
You’re troubleshooting a malfunctioning notebook computer system. The user has indicated that the screen is always
dark and difficult to read even while the system is plugged into a wall outlet. You checked the system and determined
that the backlight isn’t working. Which of the following could be the cause?
The LCD cutoff switch is stuck in the Off position.
You’re troubleshooting a malfunctioning notebook computer. Nothing appears on the LCD display when the system is
powered on. What is the first thing you should do?
Plug in an external monitor
You’re troubleshooting a malfunctioning LCD display on a notebook computer system. After confirming that the
notebook is receiving AC power, you plug in an external monitor. The external monitor does not display the output
from the notebook after pressing the Fn key to toggle the display. Which of the following could be the cause?
Failed video adapter
You’re troubleshooting a notebook system that uses a digitizer pad and stylus for user input. The user has
complained that the digitizer pad registers stylus taps about 1 inch to the right of where the tap actually occurred.
How can you fix this problem?
Recalibrate the digitizer pad.
Which LCD component is used to illuminate a notebook computer’s display?
Backlight
You’re troubleshooting a malfunctioning notebook computer. Nothing appears on the LCD display when the system is
powered on. When you connect an external monitor to the system, the Windows desktop is displayed properly on the
monitor. What could be causing this problem? (Choose two.)
1. The display output has been redirected to the external monitor port using the Fn key.
2. The LCD assembly is malfunctioning.
You have just installed a maintenance kit in your laser printer. What should you do next?
Reset the page count.
Which of the following paper types should not be used in inkjet printers?
Very glossy paper
When you print from your laser printer, the paper contains faint images from previous print-outs. Which components
should you check? (Select two.)
1. Discharge lamp
2. Rubber scraper
A dot matrix printer is printing faintly after replacing the print head. What should you do?
Check the gap between the printer head and the paper.
You replaced the print cartridge on an inkjet printer. What should you do next?
Calibrate the printer.
You’re troubleshooting an older laser printer that is creating ‘accordion jams’ where the paper is crumpled as it exits
the printer moving into the output tray. What can you do to fix this problem?
Install a maintenance kit.
Which of the following is a symptom of a dirty drum or roller in a laser printer?
Lines or splotches repeated at regular intervals on the print job.
Which of the following problems is common for dot matrix printers?
Paper scraps are caught in the feed mechanism.
For the past several days the print jobs from the inkjet printer are missing colors and leaving gaps. What should you do to resolve the problem?
Use the automatic cleaning feature.
You are trying to print complex images on an older laser printer that uses a parallel connection to your workstation.
The pages produced cut off the bottom third of each image you print. Which of the following resolutions will fix the
problem?
Install more memory in the laser printer.
Your laser printer prints a vertical black line on every page. You change the toner cartridge but the problem does not
go away. What is the most likely problem?
A corona wire is dirty.
You’re conducting scheduled maintenance on a laser printer. You notice that there is a build-up of excess toner inside the interior of the printer. Which of the following is the proper way to remove It?
Use an anti -static vacuum.
You are testing a printer you just installed, so you use the operator panel on the printer to print a test page. Later,
you use the printer properties on your computer to print a test page. Instead of a normal test page, you receive
several pages with garbled characters on them. What is the most likely cause of the problem?
Wrong print driver.
You have a laser printer that has worked fine until today. Now whenever anything is printed, only blank pages come
out. Which part are you most likely to replace?
Transfer corona
After removing the printed paper from your laser printer, the toner smudges and can be wiped off in places. Which of
the following is the most likely problem?
Fuser rollers
Which of the following conditions would typically result in replacing the drum on a laser printer?
Spots at regular intervals on the page
You have just installed a new hardware device, upgraded the driver, and installed the custom software that came
with the device. Now you can’t get the device to work. What should you do first?
Run any diagnostic software that came with the device.
Greg, a graphic artist, installs a new art application on his Windows 7 computer. The application prompts Greg to
install an updated video driver, which is unsigned. Greg accepts the unsigned driver and completes the installation.
Greg uses the system for several days, and then reports that his display doesn’t seem to refresh properly under some
conditions. You want to configure Greg’s computer to use the previous video driver until the manufacturer provides a
signed driver, but he still needs to be able to use the application he installed . What should you do?
Boot the system into Safe Mode. Open Device Manager and select the video driver. Open the driver’s properties
and select Roll Back Driver.
A user complains that his USB scanner no longer works. You check Device Manager and see the icon with a black
down arrow on it. What should you do?
Enable the device.
You have just installed a new device in your Windows computer. After installation, you can’t use the device. You
check in Device Manager and find an icon for the device with a yellow exclamation mark over it. What should you do?
Download the latest driver from the manufacturer’s Web site.
In which of the following situations would driver rollback be the best tool to use?
You recently installed a new video driver and now the system behaves erratically.
A user reports that they are unable to access their Firewire drive after moving the PC from beneath the desk to the
top of the desk. What is the most likely cause of this problem?
Card is not properly seated
Which system utility would you use to troubleshoot hardware devices, examine and control the resources used by specific devices, and install updated device drivers?
Device Manager
You have just installed a new device in your Windows 7 computer using the device’s installation disc and the included drivers. After installation, the system crashes when you try to use the device. What should you do?
Download the latest driver from the manufacturer’s Web site.

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