Name: 
 

IT Essentials objective 2.4



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

 1. 

Leo Pastor is reviewing the “divide and conquer” rule of troubleshooting with a fellow technician to make sure they are both clear about this vital step prior to starting a new job as PC diagnostic techs for a car dealership.  Which example below would be the correct one for “divide and conquer?”
a.
Boot from a disk to eliminate the OS and start up files as the problem.
b.
Check and see if the computer is plugged in.
c.
Research the computer problem by reviewing the documentation and doing a Google search.
d.
Reboot and start over.
 

 2. 

Brian Patrick is called into a senior vice president’s office at 4:45 p.m.  This user’s computer just crashed while she was in the middle of preparing an important document for the annual shareholders meeting scheduled for tomorrow at 8:30 a.m.  Brian is the on-call PC technician for the firm and has been told that he must make sure that the document is recovered right away.  Brian takes a deep breath and remembers that one of the fundamental rules in troubleshooting applies to emergencies.  What does the “Keep your cool and don’t rush” rule say?
a.
Protect the hardware and the CPU.
b.
Protect the data and software.
c.
Protect the software and the RAM.
d.
Protect the hardware and the power supply.
 

 3. 

As Brian is continuing to manage the crisis, he asks the user if the document had been saved to the hard drive before the system crashed.  The Vice President says she had just saved the most recent changes a few seconds before the system when down.  It is very important for Brian to recover the data on the hard drive.  What is vital that he not do in this circumstance?
a.
not to try and back up the drive
b.
not to power down the system
c.
not to write anything on the drive
d.
not to open the case while the unit is powered on
 

 4. 

Vireya Jacquard is investigating a problem with a user’s computer.  There are a number of appropriate questions she could ask while examining the PC.  Of the choices below, which question is least relevant in this case?
a.
What operating system is installed?
b.
What physical components are installed?
c.
Does an error message appear?
d.
What network switch is the device connected to?
 

 5. 

Louise Keating is about to install a new software package on a user’s Windows XP Professional computer.  As a precaution, she wants to back up the system state.  For this particular operating system, Louise must create what?
a.
a Restore State
c.
a Restore Point
b.
a Backup State
d.
a Snapshot
 

 6. 

Darren Sargent is instructing the PC technicians on his staff of a new policy regarding maintenance on the company’s computers.  Some users have accidentally deleted critical system files which has resulted in them being unable to successfully reboot their PCs.  From now on, the technicians are to initiate a schedule where they will go to all user machines and use Windows Explorer to enable what?
a.
“Hide protected operating system files”
b.
“Do not show protected root directory”
c.
“Do not show restricted files and folders”
d.
“Hide root directory”
 

 7. 

Suresh Doss is upgrading the video card on his PC.  When he opens the case, he notices that there is a lot of dust inside.  Not only is dust contamination bad for internal components, but it contributes to overheating.  What is the safest method that Suresh can use to rid himself of the dust inside his computer case?
a.
vacuum cleaner
b.
compressed air
c.
small, battery operated fan
d.
turn the case upside down and shake the dust out
 

 8. 

Jeff Smith is a PC technician for his company and has been assigned the task to inventory the outdated and damaged hardware in storage and properly dispose of it.  He knows that some equipment contains a dangerous electrical charge even after it has been unplugged and this must be discharged.  Of the devices listed below, which one would most likely be of that type?
a.
motherboard
c.
laptop battery
b.
power supply
d.
video card
 

 9. 

Bob Muir is teaching a class on computer hardware repair.  He brings his own PC repair kit in to show the class what sort of tools are typically used.  Bob also keeps some bootable rescue disks in the kit so that they’re handy if he needs them.  With that in mind, what is the one tool that Bob does not keep in the kit?
a.
magnetic screwdriver
c.
multimeter
b.
flashlight
d.
AC outlet ground tester
 

 10. 

Lisa Anase is going over the Fundamental Rules of Troubleshooting in her instructor’s handbook for a beginner’s seminar on computer repair she’s teaching tomorrow.  The rules outline specific principles that are helpful to technicians in trying to diagnose and repair PC problems.  Of the rules listed below, which is the most valid one?
a.
Make backups after making changes.
b.
Approach the problem by insight.
c.
Simple problems lead to complex solutions.
d.
Write things down.
 

 11. 

Marty Bouillon is the lead PC technician for an IT department that supports various county agencies.  A user brings him her laptop and says that she left it out in her car overnight and the cold cracked the lid and LCD display.  Marty looks at the equipment and determines that the damage is more consistent with falling or being dropped onto a hard surface.  How best could Marty respond to the user?
a.
“Did you drop the laptop?”
b.
“Company policy requires an investigation to determine the cause of the damage.”
c.
“Could the laptop have been dropped?”
d.
“Please state the nature of the damaging incident.”
 

 12. 

Which of the following offers the best thermal protection solution for using a notebook PC?
a.
It should be configured to go into Hibernate mode if it doesn’t detect input activity for more than a minute.
c.
It should have at least its front vent openings clear while it is turned on to allow the fan to pull cool air into the case.
b.
It should be placed on a hard, flat surface when it is in operation.
d.
It should be used in an air-conditioned environment as much as possible.
 

 13. 

What is the best preventative maintenance that can be given a notebook PC?
a.
Cleaning the LCD display panel regularly
c.
Having a spare battery on hand
b.
Protecting it from being dropped
d.
Regularly blowing the dust and debris out of it
 

 14. 

After completing the delivery and setup of new notebook PCs to a client’s sales department, you must give the client’s staff a presentation for how to care for their new PCs. When you get to the cleaning and routine PM portion of the discussion, what should you tell them about applying cleaning agents to the LCD displays on their notebook PCs?
a.
Household cleaning agents can be applied directly to display’s the plastic screen guard.
c.
Household cleaning agents should be applied to a sponge that will be used to clean the LCD panel.
b.
Commercial cleaning agents should be applied to a cloth or cleaning rag that will be used to clean the LCD panel.
d.
Commercial cleaning agents should not be used on an LCD display.
 

 15. 

What is the suggested cleaning solution for portable displays?
a.
Water and mild soap
c.
Water and ammonia
b.
Water and citrus-based cleaning solutions
d.
Water and antistatic spray
 



 
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