Name: 
 

A+ IT Essentials objective 1.3



Multiple Choice
Identify the choice that best completes the statement or answers the question.
 

 1. 

You have been called in to troubleshoot a new Windows XP Media Center Edition installation that is not supporting USB devices from any of its USB ports. What should you do first to correct this problem?
a.
Enable USB support in the CMOS Setup utility.
c.
Test the USB devices in other machines.
b.
Get new USB 2.1 devices so that they are compatible with the MCE system.
d.
Check the Windows XP MCE HCL to determine whether the components are compatible with the new operating system
 

 2. 

A user tells you that her laptop’s cooling fan is making an unusual amount of noise. Later, she reports the noise has completely stopped. What has most likely happened?
a.
The BIOS’s Health monitor has corrected the fan’s speed.
c.
The system has reached proper operating temperature, and the fan has settled into proper operation.
b.
The dust buildup blocking the fan’s operation has cleared itself.
d.
The fan has completely stopped working, and the unit should be shut down and checked for heat damage.
 

 3. 

At bootup, one of your computer systems makes a loud noise and begins to produce smoke through its vent openings. What is the first thing you should do?     
a.
Call the manufacturer and check warranty status.
c.
Try to boot the system in Safe Mode.
b.
Shut down the system and vent the room.
d.
Remove power from the computer.
 

 4. 

Your coworker has installed a floppy disk drive (FDD) unit in a machine so that he can upload some old company data that has been stored on floppies. When he turns on the machine, it does not work, and the FDD activity light stays on all the time. What is the most likely problem given this information?
a.
The FDD signal cable is installed incorrectly.
c.
The FDD is the wrong size. He needs to flash the BIOS to accommodate the floppy drive.
b.
The system needs drivers for the floppy drive.
d.
The floppy drive needs to be configured using the jumpers on the back of the drive.
 

 5. 

You are trying to implement procedures to increase the productivity of your repair and maintenance staff. What activity can you have each member perform to prevent redundant steps and efforts in troubleshooting a problem?
a.
Document each troubleshooting step and its outcome.
c.
Start at the beginning of the troubleshooting process and do not skip troubleshooting steps.
b.
Identify the source of the problem before beginning the troubleshooting process.
d.
Interrogate the user to determine how to conduct your troubleshooting process efficiently.
 

 6. 

A customer wants you to install an additional PATA drive in her system so that she can move her growing collection of digital pictures off her main drive. After you install the second drive and start the system, it refuses to recognize the second drive. What is the most likely problem?
a.
The new drive’s jumpers have not been configured properly for its position in the system.
c.
The new drive has not been configured in the CMOS Setup utility.
b.
The new drive has not been low-level formatted.
d.
The new drive has not been partitioned.
 

 7. 

You have been asked to troubleshoot a PC that does not start up and does not show any signs of life. You decide to install a new power supply, and it still does not operate. Which of the following should you do first?
a.
Check the power supply’s system board connection.      
c.
Check the voltage setting on the back of the unit.
b.
Check the power supply’s On/Off switch connection.
d.
Use a multimeter to check for AC voltage.
 

 8. 

Which of the following must you do first when troubleshooting a customer’s equipment?
a.
Gather information from the user and assess the problem systemically.
c.
Test each component involved and evaluate the results of each test.
b.
Inspect each component related to the possible cause.
d.
Document the possible causes of the problem the system is displaying.
 

 9. 

While typing on your notebook computer, numbers and strange characters show up on the screen instead of the letters you type. What is the most likely cause of this problem?     
a.
The Fn key is stuck.
c.
The Windows Character Map is configured incorrectly.
b.
The Shift key is stuck.
d.
The NumLk key has been depressed.
 

 10. 

After you finish building a new computer, you notice that none of the USB devices functions at startup. What is the first thing you should do to troubleshoot this problem?
a.
Remove the USB devices and install them one at a time while the system is running so that the hot swap function can detect them and install the proper drivers.
c.
Start the system in Safe Mode and use the Device Manager to troubleshoot each device’s driver configuration.
b.
Disconnect all the USB devices, reconnect them, and let the system detect them through the PnP process.
d.
Check the CMOS Setup utility and enable the USB ports in the Integrated Peripherals page.
 

 11. 

Which symptom would the POST not identify?
a.
A CMOS RAM error
c.
A hard drive failure
b.
A stuck keyboard key
d.
A RAM chip that fails at high temperature
 

 12. 

A ____ CD can be used to boot a system and repair or reinstall the Windows operating system.
a.
dual inline
c.
recovery
b.
grounding
d.
static
 

 13. 

A ____ is used to test a serial, parallel, USB, network, or other port.
a.
recovery CD
c.
soft boot
b.
diagnostic card
d.
loop-back plug
 

 14. 

In Windows XP, you should choose the ____ setting for updates.
a.
Automatic
b.
Download updates for me, but let me choose when to install them
c.
Notify me but don’t automatically download or install them
d.
Turn off Automatic Updates
 

 15. 

____ offers automatic updates.
a.
Windows Me
c.
Windows XP
b.
Windows 2000
d.
Windows 9x
 

 16. 

____ is an electrical charge at rest.
a.
ESD
c.
MBR
b.
POST
d.
MSDS
 

 17. 

A floppy drive cable has ____ pins and a twist in the cable. IDE cables have ____ pins.
a.
40, 34
c.
34, 34
b.
34, 40
d.
40, 40
 

 18. 

The term ____ refers to the computer bringing itself up to a working state without the user having to do anything but press the on button.
a.
grounding
c.
recharging
b.
booting
d.
charging
 

 19. 

A hard boot is also called a(n) ____ boot.
a.
cold
c.
static
b.
warm
d.
compressed
 

 20. 

The ____ is a series of tests performed by the startup BIOS to determine if it can communicate correctly with essential hardware components required for a successful boot.
a.
POST
c.
MSDS
b.
ESD
d.
MBR
 

 21. 

At the beginning of the boot drive is the OS ____, which loads the first program file of the OS.
a.
registry file
c.
data sheet
b.
partition table
d.
boot record
 

 22. 

A ____ technician works on-site, closely interacting with users, and is responsible for ongoing PC maintenance.
a.
PC service
c.
PC support
b.
bench
d.
help-desk
 

 23. 

When handling a phone support call, which of the following should be done before asking for a description of the problem?
a.
identify yourself and your organization
b.
ask for the caller’s phone number
c.
ask for licensing or warranty information
d.
All of the above
 

 24. 

Probably the most significant indication that a PC technician is doing a good job is that ____.
a.
she is being promoted
c.
she does not have any competition
b.
she is getting work to do
d.
customers are consistently satisfied
 

 25. 

If you promised your customer that you will come at 9 AM, but you realize that you cannot keep the appointment, you should ____.
a.
just try to come as soon as possible
b.
inform your boss that you cannot make it on time
c.
inform the customer that you cannot make it on time and reschedule
d.
make sure that you arrive the next day at 9 AM
 

 26. 

It is most important for a competent technician to ____.
a.
have a humble and detached attitude
c.
be charming
b.
have a positive and helpful attitude
d.
be stylish
 

 27. 

When someone purchases software from a software vendor, that person has purchased a(n) ____ for the software.
a.
license
c.
lease
b.
copyright
d.
ownership
 

 28. 

The ____ of a creative work belongs to the creator of the work or others to whom the creator transfers this right.
a.
license
c.
lease
b.
copyright
d.
ownership
 

 29. 

Making unauthorized copies of original software is called software ____.
a.
phishing
c.
regeneration
b.
spamming
d.
piracy
 

 30. 

If your customer is overly confident about his or her computer knowledge, you should ____.
a.
use technical language in a way that conveys you expect the customer to understand you
b.
try to limit the customer’s opportunity to ask questions
c.
not use computer jargon while talking
d.
frequently ask the customer what the screen displays to help you track the keystrokes and action
 



 
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