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Which of the following is a good practice when working with a customer on site?
1) if a customer has a document on the screen, it’s okay to read it
2) limit use of your cell phone to work-related calls
3) since you are there to help, it’s okay to use the customer’s phone for important calls
4) inform the user that if you have to leave while they make a phone call, they will have to pay more
limit use of your cell phone to work-related calls
When working with co-workers and supervisors, which of the following is a good practice?
be professional by putting business matters over personal matters
Which of the following is a good practice when working with an overly confident user over the phone?
a. compliment the user’s knowledge, insight, and experience
c. point out the customer’s mistakes to shake their confidence
b. keep the conversation moving to place the user at a disadvantage
d. use technical jargon that matches or exceeds the customer’s use of jargon
compliment the user's knowledge, insight, and experience
Which of the following is true about the A+ 2012 certification and exams?
1) after you pass the 220-801 exam, you’re A+ certified
2) the A+ certification is not vendor specific
3) the exam is sponsored by Microsoft
4) you need to know about PC hardware, but PC software is covered in a different certification
the A+ certification is not vendor specific
What is it called when one physical machine hosts multiple activities that are normally done on multiple machines?
What is it called when a virtualization server provides a virtual desktop for users on multiple client machines?
Virtual desktop infrastructure(VDI)
Which of the following is documentation that includes what, when, and from whom evidence was collected, the condition of the evidence, and how it was secured?
chain of custody
Which job role works in a lab environment and might not interact with users of the PCs being repaired?
Which of the following is likely to be a requirement for a high-end CAD/CAM workstation?
a. a single-core processor with a large cache
c. a PATA hard drive running at least 5400 RPM
b. a motherboard with quad channels for memory and numerous memory slots
d. a moderate video card to balance the pricing on the entire system
a motherboard with quad channels for memory and numerous memory slots
Which of the following should you do after a problem has been completed at an on-site service call?
a. if you restored data, tell the user all their data is fully restored
c. tell the customer that if they contracted for preventive maintenance, these problems wouldn’t happen
b. hand the customer the bill and tell him to have a nice day
d. if you changed anything since the last boot, reboot one more time
if you changed anything since the last boot, reboot one more time
Which of the following protects your computer from brownouts or sags?
UPS (Uninterruptible power supply)
What is the likely problem if you see small white, black, or colored spots on your LCD screen?
you have dead or stuck pixels
Which of the following is NOT a solution to an overheating problem?
remove the covers from empty expansion slots
What is a possible consequence of the thermal compound being improperly applied to the CPU?
the CPU can overheat
If you see an error message that reads "Processor thermal trip error", what is the likely problem?
the processor has overheated
Which of the following is NOT a possible symptom of a problem with the electrical system?
1) there are no indicator lights
2) error codes or beeps come and go during booting
3) you see events in event viewer
4) the PC powers down unexpectedly
you see events in event viewer
What can be the result of a missing standoff?
a short on the motherboard
Which of the following is NOT an FRU(Field replaceable unit) on a motherboard?
Under what circumstances might you need to rebuild a RAID volume?
after you replace a failed disk
Which of the following is a likely symptom caused when the CMOS battery fails?
1) POST code beeps
2) time and date settings lost
3) continuous reboots
4) blue screen of death
time and date settings lost
Which wireless networking radio frequency yields faster speeds but offers shorter range?
Which command can be used to display TCP/IP configuration information and refresh the IP address?
Which type of IP address is configured by a server when a device first initiates a connection to the network?
What is it called when a router is configured to open or close certain ports so they can or cannot be used.
If the computer you are using is a laptop that moves from one network to another, you can click the _____ tab and configure static IP address settings for a second network.
What type of device can be used to block unwanted traffic initiated from the Internet and can also restrict Internet access from an internal network?
Which TCP/IP protocol is used by Windows to share files and printers on a network?
Server Message Block (SMB)
What is the name of a 32-bit or 128-bit number that is assigned to a network connection?
How are IP addresses available to the Internet classified?
Which protocol makes a connection, checks whether the data is received, and resends it if it is not?
Which of the following is true about 10-Gigabit Ethernet?
a. you can use Cat-5e or Cat-6 cabling
c. it is sometimes called Fast Ethernet
b. it is a good choice for backbone networks
d. coaxial is a good choice for cabling
it is a good choice for backbone networks
Which of the following cabling systems uses fiber-optic cable?
D.1000BaseFX (remember giga are 1000)
(this multiple choice question has been scrambled)
What should you choose in the properties of a network connection so that Windows will use the best possible speed and duplex mode?
Which of the following is true about cable Internet?
a. you share the cable infrastructure with your neighbors
b. you need filters on every phone jack
c. fiber optic cabling is required
d. provides up to 2.3 Mbps of bandwidth
you share the cable infrastructure with your neighbors
Which of the following provides multiple network ports for cables that converge in an electrical closet?
a. patch panel
b. RJ-45 jack
c. terminal adapter
d. loopback port
Which of the following network types covers a large campus or city?
What is the unit of information called when a network adapter adds the source and destination MAC address to the segment of data before it is transmitted on the network?
Which of the following is a reason that there are twists in the wires used for network cabling?
the twists reduce crosstalk
What type of device do you need if you want to connect two network segments together such as a wireless network and a wired network?
What type of network can you set up to share files if you have two laptops with wireless NICs but there is no Wi-Fi hotspot available?
ad hoc network
Under what circumstance should you always return a notebook to the manufacturer?
for serious repairs and it is under warranty
Which of the following is NOT true about working on a notebook computer in general?
once you've learned to service one, it's the same for all notebooks
Which of the following is NOT among the guidelines for handling and caring for a notebook computer?
a. don’t hold a notebook by the lid
b. make sure the network location is Public before connecting to the Internet
c. don’t leave a notebook in a cold or hot car
d. when traveling, pack the notebook tightly in a suitcase, between soft clothing
when traveling, pack the notebook tightly in a suitcase, between soft clothing
Which type of memory are you likely to find in today's laptops?
Which of the following is a reason notebooks and notebook parts typically cost more than comparable desktop PCs and components?
they are more compact
Which of the following is true about replacing the processor on a notebook computer?
notebook processors will typically have a heatsink and fan
What might be a simple solution for a user having a login problem on a notebook computer when the user is certain she is entering the correct username and password?
NumLock is on, make sure it is turned off
Which PCMCIA (Personal Computer Memory Card International Association) standard uses the 32-bit PCI bus standards and has a bumpy strip on the edge?
Which of the following is true about notebooks, netbooks, and all-in-one computers?
a. all-in-one computers have the computer case and keyboard built together
b. a tablet PC is just another name for a notebook computer
c. notebooks are always less powerful than desktops
d. netbooks have fewer features than notebooks
netbooks have fewer features than notebooks
Which of the following is true about notebook computer software?
a. the OS is preinstalled at the factory
b. they use a standard version of the OS
c. you can buy off-the-shelf diagnostic software
d. no drivers are required for notebook devices
the OS is preinstalled at the factory
A ____ printer connects directly to a computer by way of a USB port, parallel port, serial port, or wireless connection.
____ printers work by placing toner on an electrically charged rotating drum and then depositing the toner on paper as the paper moves through the system at the same speed the drum is turning.
How do you know if a printer needs routine maintenance?
the number of pages the printer has printed since the last maintenance
____ printers tend to smudge on inexpensive paper, and they are slower than laser printers.
Which of the following should you check to verify the port a printer is using is enabled and working?
What is the first thing you should do to get toner dust off your clothes?
use a can of compressed air to blow off the toner
What can you do to improve a printer's performance?
increase the memory
When you print to the Microsoft XPS Document Writer printer, it creates a(n) ____ file.
How is a network printer identified on the network?
by its IP address
____ is a language used to communicate how a page is to print and was developed by Adobe Systems.