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Which two operating
systems can be
upgraded to
Windows XP Home?

Windows 98

Windows NT


A customer using a
Windows XP
computer is
complaining that a
new card reader
is not working.
A technician tests
the card reader on
a Windows 7
computer and
does not detect
any problems.
What are two
possible solutions
to the problem
with the XP

Install the driver
from the
CD provided
with the
card reader.

Download and
install the driver
from the
of the
card reader.


A technician is replacing
an internal hard drive
used as a secondary
drive on a PC. After
connecting the new
hardware and
powering up the
computer, an
“OS not found” error
message is displayed.
What is the most
probable cause for
that error message?

The hard drive jumper
is set incorrectly.


A technician is upgrading
an older PC with
dual core CPU. When the
PC restarts, it is slower
than it was before the
upgrade. The
Performance tab from
the Task Manager
displays only one
CPU graph. What is the
most probable solution
to this problem?

Update the BIOS firmware
to support the
dual core CPU.


A laptop that is running
Windows XP displays
“Missing NTLDR”
after the
What are the two most
probable reasons for this

Boot.ini is missing or

The boot order
is not
correctly in the


Several times during
the last few days,
a user has
experienced the
Blue Screen of Death
when plugging an
external hard drive
into a laptop via USB.
What is a possible
solution for this

Research the STOP
error and the name
of the module that
produced the error.


A computer repeatedly
locks without any error
message. Which two
conditions may be the
cause of the problem?

An update has corrupted the operating system.

The computer has a virus.


What are two possible solutions
to any Windows computer
restarting continuously and
never displaying the desktop?

Run chkdsk /F /R from
the recovery console.

Press F8 to open the
Advanced Options
menu and choose
Disable Automatic
Restart on
System Failure.


A PC is not able to connect
to a wired network.
Pinging the loopback
address is successful, but
the gateway cannot be
On the network switch all
the interface lights are on,
except for the
interface connected
to the PC.
The LED on the
network card is off.
What is the most likely
cause of this problem?

The network cable
is faulty.


Users in a recently installed
wireless network are
complaining of slow
data transfer and frequent
loss of connectivity. The
technician checks that
the wireless security is
correctly implemented,
and there is no evidence
of unauthorized users on
the network. Which two
problems might the
technician suspect?

The wireless signal is
too weak.

There is interference
from outside sources.


A group of users is unable to connect to the network. When testing several of the PCs and issuing the command ipconfig, the technician notices that all of them have an IP address in the 169.254.x.x range. What is the most likely cause of this problem?

The DHCP server is not operational.


A technician is working on a laptop that has a dark display. After
attaching an external display and verifying that it works, the
technician now has a better idea as
to the problem. What could be the problem?

The power inverter of the
LCD screen or backlight
lamp has failed.


A technician replaces a laptop keyboard that was no longer functioning, and has verified
that the newly replaced
keyboard functions properly.
What is thefinal step the
technician should take as
part of the troubleshooting

Document all findings,
and outcomes.


A user complains that when a
page is printed on a
laser printer, the page smears
when touched. What is a
possible cause of this issue?

The fuser has failed.


A technician finds that occasionally when a network printer is restarted, clients are unable to print to it, receiving a
“Document failed to print”
message. What is a probable
cause of this?

The printer is configured
to get an IP address
using DHCP.


A user complains that a
printer is outputting
random characters
instead of the desired
document. What is a
probable cause of this?

An incorrect print driver
is installed.


A freshly installed Windows 7
laptop is plugged into the
network and configured with
an IP address. The technician
then attempts to ping the
laptop from another
computer. While the laptop is
able to connect to other
devices, the ping requests fail.
What is the likely cause?

The Windows Firewall is
blocking ping requests.


A computer displays this
message when the
computer boots:
“MBR has been changed
or modified.” What could
cause this problem?

A boot sector virus
has altered the
master boot record.


Users are complaining that
they are receiving spam
from the email account
that belongs to a
co-worker. What could
cause this problem?

The email account
belonging to the
co-worker was
hijacked because
of malware.


A technician is troubleshooting
a laptop that has the
power light on and the
hard drive spinning. However,
the laptop only displays
vertical lines that change color.
What is the problem?

The LCD screen has failed.


A technician is troubleshooting
a laser printer that outputs
blank paper for all print jobs
including printer test pages.
What is a probable cause?

The drum is failing
to hold a charge.


A technician arrives and
asks a customer,
“Can you describe the
problem?” The
customer replies,
“All email messages
that I sent have the
wrong date. I have
restarted the computer
several times, but this
does not seem to help.”
What could be the

The CMOS battery
has failed.


A technician is troubleshooting
a Windows 7 laptop infected
with a virus that has damaged
the master boot record. The technician has booted the
laptop using the installation
media and is attempting to
repair the laptop from the
command line interface.
Which two commands can
the technician use to repair
the corrupt
master boot record?

bootrec /fixboot

bootrec /fixmbr