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a+ - 1101 > 5.0 Hardware & Network Troubleshooting - A+ 1101 > Flashcards

5.0 Hardware & Network Troubleshooting - A+ 1101 Flashcards

1
Q
  1. You have decided to start playing video-intensive games on your laptop computer. The
    video appears jumpy and slow to respond. What should you do first to try to increase the
    performance during game play?
    A. Upgrade the video card.
    B. Install additional video memory.
    C. Use Windows Control Panel to increase the amount of video memory available.
    D. Use the system BIOS/UEFI to increase the amount of video memory available.
A
  1. D. Many laptops use shared video memory, meaning that system RAM is divided up for use
    between the processor and the video card. On these types of systems, the amount of RAM
    available for video is configured in the BIOS/UEFI.
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2
Q
  1. A client has a laptop with an integrated video card. The system seems to boot but produces
    no video, even with an external display hooked up. What can you do to fix this?
    A. Add an external USB video card and connect the display to it.
    B. Remove the existing video card, and replace it with a new internal video card.
    C. Replace the motherboard.
    D. Leave the existing card in the system, and add an internal Mini PCIe video card.
A
  1. C. If the integrated video card fails, you’re looking at a motherboard replacement. Some laptops do have a replaceable video card. If it fails or if you choose to upgrade it, the procedure
    will probably resemble replacing system memory
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2
Q
  1. A user has brought their laptop to you because the screen is intermittently flickering. Which
    display component is most likely causing this?
    A. Backlight
    B. LCD
    C. Screen
    D. Inverter
A
  1. D. If you are having problems with flickering screens or dimness, it’s more likely that the
    inverter is the problem and not the backlight itself
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3
Q
  1. A friend who plays video games has asked you how they can fix tearing on their display.
    What will you tell them?
    A. They need a new display.
    B. The refresh rate is set too low.
    C. The screen’s refresh rate is set too high.
    D. It’s a software defect.
A
  1. B. Often when tearing happens, a video game is sending frames to the display faster than the
    display can render them. Setting the refresh rate of the display higher, if it supports this, may
    solve the problem.
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4
Q
  1. You are troubleshooting a Mac running macOS. Intermittently, the computer will completely
    lock up and display a rotating pinwheel instead of the mouse cursor. It happens when different applications are running. What is most likely causing this problem?
    A. CPU
    B. RAM
    C. Motherboard
    D. Faulty application
A
  1. B. The spinning pinwheel, also known as the “Spinning Wheel of Death,” can happen for
    several reasons. Sometimes it’s a frozen app, but in this case, it’s happening when different
    apps are running, so hardware would be suspect. Of the hardware listed, the RAM is the
    most likely problem. A faulty hard drive could also cause the problem.
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5
Q
  1. You are troubleshooting a desktop computer that is prone to unexpected shutdowns. They
    seem to happen randomly, sometimes shortly after the computer starts, other times after
    several minutes. The user reports that no error messages appear before the computer shuts
    down. Which two things are most likely to cause this type of problem? (Choose two.)
    A. Failing hard drive
    B. Bad RAM
    C. BIOS/UEFI misconfiguration
    D. Improperly seated chips
A
  1. B, D. Unexpected shutdowns are difficult to troubleshoot, as are all intermittent issues. The
    first thing to check is to ensure that all socketed chips are seated properly; in fact, reseating them is a good option. If that does not resolve the issue, test the RAM or replace it
    if possible.
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6
Q
  1. You’re troubleshooting a computer that the user says shuts down after 10 minutes, every
    time they start the computer. If they wait a few minutes and restart it, the same thing happens. What is most likely the problem?
    A. RAM
    B. Hard drive
    C. Processor
    D. Motherboard
A
  1. C. Most likely, the processor is overheating. Check that the thermal paste/tape between the
    processor and heat sink have not dried out. If they were fine, then consider adding better or
    additional fans in the case. This would also be a good time to clean any dust out of the case.
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7
Q
  1. You have just replaced faulty RAM in a desktop computer. You reboot the computer, and
    after a few seconds it beeps once. What does this indicate?
    A. The RAM is faulty.
    B. The motherboard needs to be replaced.
    C. The system BIOS detected an error in the POST routine.
    D. The system BIOS completed the POST routine normally.
A
  1. D. Every computer has a diagnostic program built into its basic input/output system (BIOS)
    called the power-on self-test (POST). When you turn on the computer, it executes this set of
    diagnostics. If the computer doesn’t perform the POST as it should, one way to determine the
    source of a problem is to listen for a beep code. This is a series of beeps from the computer’s
    speaker. A successful POST generally produces a single beep.
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7
Q
  1. A user reports that their laptop battery does not charge when the laptop is plugged into an
    AC outlet. What is the best resolution to try first?
    A. Replace the battery.
    B. Replace the AC adapter.
    C. Remove and reinsert the battery.
    D. Drain the battery completely and then recharge it
A
  1. C. If the battery won’t charge while the laptop is plugged in, try removing the battery and
    reinserting it. If it still won’t charge, you might want to replace the battery
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8
Q
  1. A technician has determined that they need to replace a motherboard in a laptop. Which of
    the following procedures should be followed? (Choose two.)
    A. Never use a power screwdriver with a laptop.
    B. Document and label screw locations.
    C. Refer to the manufacturer’s instructions.
    D. Remove the keyboard before removing the motherboard.
A
  1. B, C. When repairing laptops, you should always document and label screw and cable locations, organize parts, refer to manufacturer instructions, and use appropriate hand tools.
    Power screwdrivers can be used. In some cases, but not all, you might need to remove the
    keyboard to remove the motherboard. Refer to the manufacturer’s instructions.
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9
Q
  1. The laser printer in your office recently started creasing papers and producing paper jams.
    Which of the following are likely to cause these problems? (Choose three.)
    A. Bits of paper in the paper path
    B. Paper tension settings
    C. Using the wrong paper
    D. Damaged rollers
A
  1. A, C, D. Printer jams and creased paper happen when something prevents the paper from
    advancing through the printer evenly. There are several reasons this could be happening. If
    the rollers that pull the paper along are damaged, they won’t pick paper up properly. If the
    paper is too humid it can crease, jam, or tear easily. Paper that is too thick or debris in the
    paper path can cause paper to crease or jam.
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10
Q
  1. You power on a desktop computer, and you hear the fan spinning. However, you do not see
    any indicator lights or get a POST beep. Which component is likely causing the problem?
    A. CPU
    B. RAM
    C. PSU
    D. HDD
A
  1. C. This is most likely a problem with the power supply. Test it with a power supply tester or
    a multimeter. Even though the fan is spinning, the power supply might still not be providing
    the correct power to run the computer. Not having any indicator lights would indicate a
    problem with the power supply. If it were RAM, CPU, or HDD, there would at least be some
    lights (like the power light) on.
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11
Q
  1. Your computer is making an intermittent grinding noise. What component is most
    likely failing?
    A. Magnetic hard drive
    B. Solid state drive
    C. Processor fan
    D. RAM
A
  1. A. If you hear a grinding noise, consider yourself fortunate to have a warning that your hard
    drive is failing. If you don’t have a good backup and a way to reinstall the operating system,
    you’ll want to take care of that immediately then invest in a new hard drive. Solid state drives
    (SSDs) and RAM don’t make any noise when they fail. A failing processor fan would result in
    an overheating CPU, which would shut the system down.
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12
Q
  1. Your office uses an impact printer and multipart carbonless forms. The office manager
    noticed that the bottom copies of the forms are readable, but the top copy is too light to
    read. What needs to be replaced?
    A. Toner cartridge
    B. Printhead
    C. Ink ribbon
    D. Ribbon advance motor
A
  1. C. Most likely, the ink ribbon has reached its maximum number of prints or has dried out.
    Since the bottom copies are printing fine, the printhead is working. Replace the worn-out
    ribbon and it should work fine again
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13
Q
  1. Your network uses 802.11ac for all client computers. Recently, several users moved from one
    office space to another, increasing the users in the area from 20 to about 50. Now, both new
    and old users are reporting very slow network transfer speeds. What is most likely the cause
    of the problem?
    A. 802.11ac can’t support that many concurrent users.
    B. It’s too far from the wireless access point.
    C. There are too many users for one wireless access point.
    D. The new users all have 802.11n network cards.
A
  1. C. The users are connecting; it’s just slower than it should be. This is likely due to too many
    people accessing the WAP at once. The more devices there are connected, the more likely
    that their signals will interfere with each other, even if the WAP hasn’t reached the theoretical maximum that the manufacturer says it should support. To solve this problem, install a
    second WAP.
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14
Q
  1. You have installed an 802.11ac wireless access point for a company. To cut costs, the
    company wanted only one central access point in the building, which is about 150 feet long.
    Users at both ends of the building report intermittent wireless connectivity drops and slow
    access. What is most likely the cause of the problem?
    A. Low RF signal
    B. Oversaturated WAP
    C. SSID not found
    D. IP address conflicts
A
  1. A. The most common reason that users on wireless networks experience intermittent connectivity issues is distance. The farther away from the WAP the user gets, the weaker the signal
    becomes. When the signal weakens, the transfer rates drop dramatically. Ways to fix a low
    RF signal range from using a more powerful transmitter, using a larger antenna, focusing the
    signal toward where it is needed, or moving the users closer
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15
Q
  1. You get a call from the accounting department that their printer is printing something very
    strange. There are unexpected characters and text is missing. Which of the following are
    likely culprits? (Choose two.)
    A. Loose or defective printer cable
    B. Overheating
    C. Wrong language keyboard
    D. Incorrect or corrupted printer driver
A
  1. A, D. Try reseating the printer’s data and power cable. The printer may need to be reset,
    which can sometimes be done by unplugging it for 30 seconds, then plugging the power back
    in. If the print jobs are still garbled, replace the printer driver.
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15
Q
  1. You have a laptop that the user says won’t charge up since they dropped it on the floor while
    it was plugged in. It hit on the side with the charger, but it was running fine until the battery
    ran out. What might be the most expedient solution?
    A. Replace the motherboard.
    B. Replace the power connector.
    C. Solder the power jack back onto the motherboard.
    D. Solder the power cord to the motherboard.
A
  1. C. Most laptops have a power jack that is soldered onto the motherboard. They have been
    known to be knocked loose with rough handling or when a laptop is dropped or bumped
    while the power cord is plugged in. If the power jack isn’t damaged, you may be able to
    rectify the problem by simply soldering the power jack back into place. If the power jack is
    damaged, then you’ll need to find a replacement jack.
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16
Q
  1. A user complains that their laptop charges only when they wiggle the connector and get it at
    a certain angle. What will you most likely need to do?
    A. Solder the port back into place.
    B. Replace the port.
    C. Replace the charger.
    D. This can’t be fixed.
A
  1. B. When a charger wiggles in the port, it’s usually a sign that the port has been damaged
    by pressure against the cord plugged in, causing the port to bend out of shape. You would,
    of course, check the port and the cable first, but most likely you’ll need to replace the port.
    Soldering it back into place won’t help.
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17
Q
  1. The laser printer in your office recently started producing images that are not completely set.
    When the images come out, people are smudging them as they pick them up. What is causing
    this problem?
    A. Fusing assembly
    B. Exit rollers
    C. Drying assembly
    D. Charging corona
A
  1. A. The fusing assembly heats up the toner, and the toner melts into the paper. If the fuser
    isn’t heating properly, images can smudge
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18
Q
  1. Users have been complaining that a network resource has intermittent connectivity. You’ve
    identified the problem; the switch port is flapping. The connected device is not EEE compliant, and users need it to be available. What should you do?
    A. Configure link flap prevention settings.
    B. Replace the offending device.
    C. Disable EEE on the switch.
    D. Disable EEE on the device.
A
  1. C. You would need to disable EEE on the switch. The port is flapping because the device
    connected to it is not EEE compliant. Link flap prevention settings would disable the port
    when port flapping is detected and require the network administrator to enable the port each
    time it is disabled. Eventually you may want to replace the offending device, but until that is
    done, disabling EEE on the switch is the best option.
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19
Q
  1. A user calls to report that they can’t access the Internet or a corporate server. However, they
    are still able to print to a printer nearby. They have not received any error messages. Other
    users in the area are also unable to access the Internet. What is most likely the problem?
    A. IP address conflict
    B. Default gateway down
    C. Incorrect subnet mask
    D. Network card failure
A
  1. B. You can immediately rule out client-side hardware issues because the user can connect to
    some resources. You need to figure out why they can’t connect to others. This is most likely
    caused by one of two things: a configuration issue or a connectivity device (such as a router)
    problem. Since it’s affecting multiple people, it’s probably something to do with the router
    (default gateway).
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20
Q
  1. A message has appeared on the office copier/printer that says “Stapler Jam.” Which of the
    following are true? (Choose three.)
    A. The jam must be cleared before anything else is printed.
    B. Print jobs not involving the stapler may still work.
    C. This can be caused by trying to staple too many pages.
    D. The manufacturer documentation should be consulted for procedures to follow.
A
  1. B, C, D. Depending on the copier/printer, you may still be able to print to it even though the
    stapler is jammed. Trying to staple too many pages or unsupported paper can certainly cause
    staple jams, as well as installing the wrong staples. Since the procedure varies by company,
    you’ll want to consult the manufacturer’s documentation for removing jammed staples.
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21
Q
  1. You are troubleshooting a desktop computer and receive S.M.A.R.T. errors. To which component do these errors refer?
    A. SSD
    B. RAM
    C. CPU
    D. Network card
A
  1. A. Nearly every hard drive is built with Self-Monitoring, Analysis, and Reporting Technology
    (S.M.A.R.T.) software installed on it, which monitors hard drive reliability and theoretically
    can warn you in the event of an imminent failure
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22
Q
  1. You are troubleshooting a computer system that received a S.M.A.R.T. error. Which of the
    following will you do first?
    A. Check that the system has adequate cooling/ventilation.
    B. Back up the system’s data.
    C. Run a drive diagnostic tool.
    D. Run a RAM diagnostic tool.
A
  1. B. Before you do anything else, you need to back up the system’s drive. S.M.A.R.T. (Selfmonitoring, Analysis, and Reporting Technology) errors indicate that a hard drive failure will
    happen. Drive failure may be averted if the error is because of excessive heat and there is a
    way to correct it; otherwise, expect the drive to fail sooner rather than later. The best course
    of action is to ensure that the system is backed up regularly until a new drive can be installed.
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23
Q
  1. The desktop computer you are troubleshooting will not retain the proper time and date. You
    set the time and date, power the system down, and power it back on. Again, the settings are
    incorrect. Which component is likely causing the issue?
    A. CMOS battery
    B. UEFI
    C. Hard drive
    D. RAM
A
  1. A. A common issue with the BIOS/UEFI is when it fails to retain your computer’s settings,
    such as time and date and hard drive configuration. The BIOS/UEFI uses a small battery
    (much like a watch battery) on the motherboard to help it retain settings when the system
    power is off. If this battery fails, the BIOS/UEFI won’t retain its settings. Simply replace the
    battery to solve the problem.
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24
Q
  1. A technician is troubleshooting a RAID 5 array with four hard disks. One of the disks has
    failed. What can the technician do to recover the array?
    A. Replace the failed disk and rebuild the array.
    B. Replace the failed disk and restore from backup.
    C. Rebuild the failed disk and restore from backup.
    D. Remove the failed disk and rebuild the array.
A
  1. A. If you’re using RAID 5 (disk striping with parity), a single drive failure usually means that
    your data will be fine, provided you replace the failed drive. If you lose multiple drives at the
    same time, you will need to restore from backup. Incidentally, the minimum number of disks
    for a RAID 5 array is only three, but the additional disk to stripe across will increase speed.
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25
Q
  1. The corporate finance team is getting ready for a presentation in the conference room in
    about an hour. They frantically called you because the image the projector is putting on the
    screen is fuzzy. Which of the following is the least likely cause?
    A. The projector’s lens needs to be cleaned.
    B. The projector focus needs to be adjusted.
    C. The contrast setting is too high.
    D. The PCs resolution is too high for the projector.
A
  1. C. Of the possible issues, the least likely is the contrast setting. Having an incorrect contrast
    may make the image difficult to see, but it shouldn’t make it blurry. Adjusting the focus and
    cleaning the lens are easy fixes. The most likely, if they’re using their own laptop, is that the
    resolution is too high for the projector. In that case, change the PCs resolution to match the
    native resolution of the projector if possible. Depending on the projector, you may need to
    adjust the sharpness setting or turn on automatic keystone adjustment. The position of the
    projector shouldn’t matter if it’s in a room where it’s mounted to the ceiling and doesn’t get
    moved; otherwise, having it too far away could also be a problem.
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26
Q
  1. A user is complaining that the mouse drifts away on its own while they are working on their
    company laptop. They have changed the batteries, gotten a new mouse pad, and cleaned the
    mouse’s sensor. What should they try next to resolve the issue? (Choose two.)
    A. Remove and reinstall the mouse driver.
    B. Get a new mouse.
    C. Plug the mouse into a different USB port.
    D. Disable the mouse in control panel.
A
  1. A, C. A corrupted driver can make any device behave in a nonstandard way. Check the
    driver name in Device Manager, then locate and rename the driver file with a different
    extension such as .old. Again in Device Manager, remove the old driver and install a new
    one. The driver file being renamed keeps Windows from reusing it, and leaving it there means
    you’ll still have the file to revert to if you must. There could also be a problem with connectivity with the mouse port. Try using a different port to see if the problem disappears.
27
Q
  1. A coworker comes to you for help with their iPhone. When they touch the screen, it acts as if
    they touched it somewhere else. They have already cleaned the touchscreen with a microfiber
    cloth. What will you do to help them?
    A. Download a calibration app.
    B. Adjust the touch accommodations settings.
    C. Suggest they get the digitizer replaced.
    D. Suggest they get a new phone.
A
  1. C. Most smartphones use capacitive touchscreens. Calibrating the screen is not an option.
    You can check to see if something is pressing on the phone where it shouldn’t be, but otherwise fixing this problem is likely going to require replacing the digitizer.
28
Q
  1. Your smartphone slipped into the ocean when you were taking pictures. You retrieved it after
    a minute or so, but it was wet. What do you do?
    A. Place it in a bag of rice.
    B. Use a hairdryer to dry it out.
    C. Nothing. It’s fine.
    D. Immediately turn it off.
A
  1. D. While modern smartphones are water resistant, none of them to date are waterproof. The
    water-resistant feature fades over time and doesn’t protect the phone against water under
    pressure (like a shower) or extreme temperatures. If your phone gets wet, immediately turn it
    off. Tap it gently with the power port facing down to remove excess water and leave it off in
    a well-ventilated area to allow it to dry out for several hours. A fan gently blowing cool air
    into the power connector may help. Wipe any visible water off the phone with a clean, soft
    cloth, but don’t stick anything into the phone’s ports. Water, especially salt water, is conductive and can cause a short in the phone that could damage or destroy it or cause the battery
    to swell or explode.
29
Q
  1. A customer comes into your shop with a smartphone that is acting strangely. The sound is
    distorted, and there is static when they plug in the headphones. You look into the sim card
    slot and see a red line. What will you tell the customer? (Choose two.)
    A. This phone may have water damage.
    B. This phone has been exposed to high temperatures.
    C. There is no way to fix your phone.
    D. We can replace corroded components, but the fix may not last.
A
  1. A, D. Water and electronics don’t mix. A darkened screen, inability to charge, and distorted
    pictures and sound are all symptoms of water damage. Water inside a phone can cause a
    short circuit and damage the phone or the battery. Some problems might not show up until
    much later, when components have had time to corrode and lose their connectivity. Most
    phones will have some type of visible indicator, like a red line, to show when the phone has
    been exposed to excessive moisture.
30
Q
  1. You’ve recently doubled the number of employees in your call center. Users of your company’s VoIP phones have been complaining that the calls sound like the person on the other end
    is stuttering, if they can understand them at all. What can you do to remedy this situation?
    (Choose two.)
    A. Add more RAM to each VoIP phone.
    B. Set up a VLAN for the phones.
    C. Configure QoS to prioritize phones.
    D. Configure WoL
A
  1. B, C. What the users are experiencing is called jitter. There can be many causes for jitter, but
    setting up a VLAN for the phones to segment traffic may help as well as configuring Quality
    of Service (QoS) to prioritize the phone traffic. WoL is Wake-on-LAN, a feature to remotely
    turn on a computer. Most VoIP phones don’t have user-upgradable RAM.
31
Q
  1. Laser printer users are complaining that their print jobs aren’t printing. They’re using an
    accounting package that won’t let them reprint the reports they have printed. When you look
    at the print queue you see their print jobs just sitting there. What will you do? (Choose two.)
    A. Ensure the printer is turned on.
    B. Ensure there is paper in the printer.
    C. Stop and restart the print server service.
    D. Delete and reinstall the printer in the OS.
A
  1. A, B. Always look for the simple things first. Is the printer turned on? Does it have the right
    paper in the selected tray? Restarting the print server service will delete all the jobs in the
    queue, which would result in some very upset accountants. So would deleting and reinstalling
    the printer in the OS. If one particular job is causing problems, you may be able to stop that
    print job and print the others, then try to resolve the problem with that one print job.
32
Q
  1. A user has called the help desk complaining that their computer won’t boot. You’ve asked
    them what changes, if any, have been made to the system. What step of the troubleshooting
    methodology are you working in?
    A. Identify the problem.
    B. Establish a theory of probable cause.
    C. Test the theory to determine cause.
    D. Establish a plan of action to resolve the problem
A
  1. A. CompTIA’s best practice methodology to resolve problems consists of the following steps:
  2. Identify the problem.
  3. Establish a theory of probable cause (question the obvious).
  4. Test the theory to determine the cause.
  5. Establish a plan of action to resolve the problem and implement the solution.
  6. Verify full system functionality, and if applicable, implement preventive measures.
  7. Document the findings, actions, and outcomes.
33
Q
  1. Which two of the following are finishing processes that can cause problems with print jobs?
    A. Paper orientation
    B. Staple
    C. Hole punch
    D. Paper size
A
  1. B, C. Hole punch and staple are considered finishing options on printers. Both of these can
    occasionally cause print jobs to stall. Incorrect paper size can also cause printers to stall
    but is not a finishing option. Paper orientation will usually cause undesirable effects on the
    output and might stall a print job, but again this is not a finishing option.
33
Q
  1. Your home computer was working fine yesterday but today you get an error stating bootable
    device not found. Which of the following is most likely?
    A. The hard drive has failed.
    B. The OS was deleted.
    C. The POST is faulty.
    D. A USB drive is in a USB port.
A
  1. D. While this error can be caused by a faulty hard drive, it’s more likely that someone left a
    USB drive in the computer and it’s set to boot to USB before the hard drive. It’s unlikely that
    the OS was deleted unless there was an electrical event or someone sneaking in and deleting
    it. If the POST detected a problem with the system, you would not have gotten this far. To
    remedy the situation, enter the BIOS/UEFI and change the boot order so that USB ports are
    not included, or at the very least, so that it looks for the hard drive first.
34
Q
  1. Users on your network are experiencing VoIP calls where they only hear every other word.
    What is this a symptom of?
    A. Jitter
    B. High bandwidth
    C. Packet loss
    D. Low latency
A
  1. C. Packet loss occurs when a chunk of data doesn’t make it to its destination, and words
    cutting out is a symptom of it. Increasing bandwidth, setting up a VLAN for the phones, or
    updating hardware may fix it. Jitter manifests as garbled or stuttered speech. High bandwidth
    and low latency are always desirable features.
35
Q
  1. A user is trying to print and hole-punch reports on the shared office printer/copier, but every
    time the documents come out without holes. Which of the following would be related to this
    problem? (Choose two.)
    A. The hole punch waste tray is full.
    B. The user didn’t properly select Hole Punch.
    C. A document was left in the ADF.
    D. The hole punch feature is not enabled.
A
  1. B, D. If hole punching isn’t enabled, the printer/copier won’t hole-punch the documents.
    User error could also be a problem. Ensure that users are trained on selecting finishing
    options. If the hole punch waste tray is full but everything else is in order, most printers will
    pause the print job until the tray is emptied. A document in the automatic document feeder
    (ADF) should have no effect on the current print job. If it were left on the scanning tray it
    might, depending on the printer
36
Q
  1. You’re working on a server RAID array and observe that the drive is blinking first green,
    then amber, then off. What does this tell you?
    A. The drive is preparing to be ejected.
    B. You’re not sure but will check the vendor documentation.
    C. The drive has failed.
    D. The drive is online and is working fine.
A
  1. B. Most RAID arrays will have indicator lights to tell you the status of the drive. These
    may vary by manufacturer, but anything other than a green light is usually a cause for concern. Other statuses that the lights may tell you are when the drive is rebuilding, a rebuild is
    aborted, or the drive is predicted to fail.
37
Q
  1. A user has called the helpline, and you’re helping them troubleshoot a failed computer. Upon
    questioning the user, you discover that there was a lightning storm in their area last night.
    What step of the best practice methodology to resolve problems will you perform next?
    A. Identify the problem.
    B. Establish a theory of probable cause.
    C. Establish a plan of action.
    D. Document the findings, actions, and outcomes.
A
  1. B. Since inquire regarding environmental changes is part of step 1 of the best practice
    methodology, the next step is step 2, establish a theory of probable cause. CompTIA’s best
    practice methodology to resolve problems consists of the following steps:
  2. Identify the problem.
  3. Establish a theory of probable cause (question the obvious).
  4. Test the theory to determine the cause.
  5. Establish a plan of action to resolve the problem and implement the solution.
  6. Verify full system functionality, and if applicable, implement preventive measures.
  7. Document the findings, actions, and outcomes.
38
Q
  1. Your computer has been intermittently rebooting when you play an online video game. You
    install a hardware monitoring utility and notice in the log that the CPU temperature spikes
    before the system shuts down. Which action should you take first to help resolve the issue?
    A. Use the system BIOS to overclock the CPU.
    B. Replace the CPU and heat sink.
    C. Reseat the CPU heat sink.
    D. Replace the power supply.
A
  1. C. If the CPU is overheating, it may be that the heat sink is not functioning properly or is
    not connected properly to the CPU. After the system cools down, try using new thermal
    paste and reseating the heat sink. Overclocking will only make the processor run hotter. If
    reseating the heat sink does not work, you might need to replace the processor or install a
    better cooler.
39
Q
  1. A user complains that when they turn their desktop computer on, nothing appears on the
    screen. It sounds like the computer’s fan is running, and the user reported hearing one beep
    when the computer powered on. What is the first thing you should check?
    A. Is the display plugged into the video port?
    B. Did the computer complete the POST properly?
    C. Is the display turned on?
    D. Does another display work on this computer?
A
  1. C. Check the easy fixes first. It might seem silly, but be sure that the display is plugged into
    a power outlet and turned on. Check to see if its power light is on.
40
Q
  1. While plugging in a VGA display, a user bent some of the pins on the connector. You
    attempted to straighten them, but two broke off. If you use this display, what will most
    likely happen?
    A. It will work properly.
    B. It will display incorrect colors.
    C. It will display a distorted image.
    D. It will produce dim or flickering images.
A
  1. B. A display can present incorrect colors if the pins on the connector are damaged or if the
    connector isn’t plugged all the way in.
41
Q
  1. You have a macOS computer that is beeping during startup. It beeps once every 5 seconds.
    What do you need to do?
    A. Reseat the RAM.
    B. Replace the motherboard.
    C. Replace the video card.
    D. Nothing. It’s updating firmware.
A
  1. A. One beep every five seconds indicates that the Mac isn’t detecting any RAM. Sometimes RAM will creep out of place because of heating and cooling of the metal contacts.
    This might also happen if you just installed new RAM. If it’s updating firmware, the Mac
    will beep three long, three short, and three long beeps. After a time, the Mac should start
    up normally. If it produces three beeps, a five-second pause, and three more beeps, then the
    RAM didn’t pass its integrity check and needs to be reinstalled or replaced.
41
Q
  1. You’re troubleshooting a printing problem. The user selected to print in landscape mode in
    the software, but it comes out as a small box in the middle of a portrait mode page. What
    can you do to attempt to fix this? (Choose two.)
    A. Tell the user to change their setting to portrait mode.
    B. Verify that the printer is set to print in landscape mode.
    C. Have the user select a different printer tray.
    D. Take the paper out of the printer tray and turn it 90 degrees.
A
  1. B, C. Depending on the printer and the settings, either choosing a different tray or changing the printer settings may do the trick. The printer may be overriding the software settings. Most printers don’t have a single automatic tray that lets you turn the paper 90
    degrees (it’s done using multiple trays), although some manual-feed trays will.
42
Q
  1. Your child has a new 3D printer. They’ve been having fun printing all sorts of things, but
    today it’s making a grinding noise and not moving. What can you do quickly that might fix
    it? (Choose two.)
    A. Ensure that the cable moving the printhead moves freely.
    B. Check for blockages and debris.
    C. Replace the printer’s ink ribbon.
    D. Replace the printhead.
A
  1. A, B. Depending on your printer, there may be several reasons it’s making a grinding
    sound, and the fixes vary by printer, but the two solutions here are fairly universal. If a
    cable moves along with the printhead, make sure that is it not caught on something or obstructed in some way. Check for any blockages or debris that may be preventing moving
    parts from moving. It those two things don’t resolve the issue, refer to the manufacturer’s
    documentation or online resources as there are many different kinds and manufacturers of
    3D printers. 3D printers don’t have ink ribbons, and you wouldn’t replace the printhead
    (Nozzle Extruder Print Head) without further troubleshooting first.
43
Q
  1. The advertising group in your company is complaining that their printer is not printing the
    correct colors. Which of the following can you try to correct this problem? (Choose two.)
    A. Change the print orientation.
    B. Dispose of generic print cartridges and use those made by the manufacturer for this
    printer.
    C. Reinstall the printer.
    D. Change the printer settings to better quality, not faster speed.
A
  1. B, D. Sometimes using off-brand ink and toner works just fine, and other times it doesn’t.
    It may be close enough for most of us but not for an artist’s eye. Try using ink or toner
    made specifically for that make and model of printer. Another quick fix is to ensure that the
    printer is defaulting to better quality, not faster speed. The exact steps to do that depend
    on the specific printer being used. Paper orientation has nothing to do with color, and you
    might need to reinstall a corrupted printer driver, but it’s unlikely that you’ll need to delete
    and reinstall the printer to correct a color problem.
44
Q
  1. The desktop computer you are troubleshooting will not boot. When you push the power
    button, no status light indicators come on, and you do not hear a fan. You verify that the
    outlet is working and try a power cord that you know works, but it doesn’t help. What two
    things will you do next? (Choose two.)
    A. Push the power button in for 10 seconds.
    B. Check the I/O switch on the back of the PSU.
    C. Check the 115/220 switch on the back of the PSU.
    D. Reseat the motherboard’s RAM.
A
  1. B, C. The I/O switch will not allow the PSU to power on if it is in the Off position; equally,
    the wrong voltage being selected may prevent the computer from starting, and if it does
    start, using the wrong voltage would have disastrous consequences. The other two choices
    are irrelevant to the problem at hand.
45
Q
  1. You have a Xerox color multifunction printer that is making a grinding noise. What is the
    first thing you’ll try to fix the problem?
    A. Replace the toner cartridge.
    B. Clean the printhead lenses.
    C. Perform a software reset.
    D. Gently shake the toner cartridge.
A
  1. C. Modern multifunction devices (MFDs) are practically computers on their own. As such,
    like computers, restarting them will sometimes clear existing problems. If that fails, you
    could try the other three options given, but refer to the individual printer manufacturer’s
    troubleshooting procedures
46
Q
  1. You are troubleshooting an inkjet printer. Users report that the printer is printing in the
    wrong colors. The problem just started happening recently. What could be causing it?
    (Choose two.)
    A. Incorrect paper
    B. Leaking ink cartridges
    C. Malfunctioning fusing assembly
    D. Malfunctioning stepper motor
A
  1. A, B. Sometimes, when you print a color document, the colors might not be the same
    colors that you expected based on what you saw on the screen. A few different issues could
    cause this problem. First, ink could be bleeding from adjacent areas of the picture, causing
    the color to be off. A leaking cartridge can cause this, as can using the wrong type of paper
    for your printer. Paper that is designed for an ink-jet printer has different characteristics
    than paper designed for a laser printer. You should always use the right paper for your type
    of printer to avoid problems like incorrect colors or ink bleeding into unintended areas.
    Second, it could be a dirty printhead. Try running the self-cleaning routine. If that doesn’t
    work, consider replacing the ink cartridges.
47
Q
  1. People are complaining that the output from the company’s multifunction device has little
    spots all over it, and it’s been getting gradually worse. What will you do to correct this?
    (Choose two.)
    A. Replace the HVPS.
    B. Ensure the correct paper is being used.
    C. Thoroughly clean the printer.
    D. Blow debris out of the printer with canned air.
A
  1. B, C. The spots are likely being caused by dirt or debris in the printer, on the scanning
    tray, or in the automatic document feeder (ADF). Replacing the high-voltage power supply
    (HVPS) is not going to fix this problem, and you would never use compressed air to blow
    debris out of a printer. It may cause dust and debris to go even deeper into the device or
    contain an explosive material that shouldn’t be used with electronics. Instead, follow the
    manufacturer’s instructions for thoroughly cleaning all parts of the machine.
48
Q
  1. During a meeting, the manager mentions the projector has been problematic since the start
    of the meeting. They tried running the projector from a few laptops with no success. Multiple pop-ups were occurring, but it’s unknown what the pop-up windows reported. What
    might be your next step?
    A. Open the log for information on failed jobs.
    B. Check the light source for failure.
    C. Verify that cables were attached.
    D. Allow the projector to cool down and try again.
A
  1. A. Opening the projector’s log to review for relevant information is a good step to
    take. From the description, it doesn’t sound like the culprit was loose cables, lighting, or
    overheating.
48
Q
  1. A user is upset because their Android tablet does not ring whenever they receive a phone
    call. What is the first thing you should have them check?
    A. If the tablet is configured to receive voice calls
    B. If the tablet is in Airplane mode
    C. If the tablet is set to silent mode
    D. If the tablet’s speakers are working in another application
A
  1. C. There’s probably a simple explanation for this one. The device may be in silent or
    vibrate mode. Most mobile devices will have a switch on the side that sets them to silent or
    vibrate mode, and that will mute the device from making a noise when it receives a call or
    a message. If that doesn’t resolve the problem, it might also be a good idea to check their
    volume settings.
49
Q
  1. A user reports the wireless Internet connection will randomly shut down in the afternoon.
    You check the Internet router by the window to find it still has power. What is the most
    likely cause of this problem?
    A. Network overloaded
    B. Printer queue full
    C. Wireless router overheating
    D. Workstation requires patching
A
  1. C. The most likely explanation is that the wireless router is overheating. If it randomly
    shuts down in the afternoon, being in the sun may contribute to overheating.
50
Q
  1. Your friend dropped their iPad and it landed on its corner, on a rock. Now the screen has
    three large cracks from the corner radiating outward. The icons are still visible, and the
    home button works, but the screen only responds in some places to touch, and they cut
    their finger. What will you tell them? (Choose two.)
    A. Recycle it and get a new one.
    B. If possible, back up the device.
    C. The digitizer and glass need replacing.
    D. The display assembly needs replacing.
A
  1. B, D. Newer iPads, like smartphones, have the display, digitizer, and glass front neatly
    bonded together, so if you must replace one, you must replace them all. If a backup has not
    been recently made and the device is still working, make one immediately. A bit of package
    sealing tape over the crack may keep it together until it can be repaired and keep your
    friend from cutting their finger again.
51
Q
  1. You’re in an office building and need to make a phone call, but when you look at your
    phone, you have half of a bar. What should you do?
    A. Ask to join their Wi-Fi and use it to make a call.
    B. Move toward an outside wall.
    C. Move closer to the elevator.
    D. Go to a lower floor.
A
  1. B. Multiple walls and floors between you and the outside world, not to mention all the
    electronic equipment found inside an office building, may be interfering with your signal.
    Move toward an outside wall or window away from the interfering walls and equipment to
    see if the connection improves.
52
Q
  1. Your employer has a heavily used conference room with a ceiling mounted projector. The
    projector connects to users’ laptops with an HDMI cable. Lately users are complaining that
    no matter what computer is connected to the projector, the sound is muffled. What will you
    try first to fix it?
    A. Replace the lamp assembly.
    B. Replace the HDMI cable.
    C. Clean the speakers.
    D. Clean the lens.
A
  1. B. HDMI cables carry both video and audio signals. These cables can wear out over time
    from excessive use, plugging and unplugging, or excessive heat
53
Q
  1. You just installed an additional new hard drive in your Windows 10 desktop computer,
    but when you turn the computer back on, the drive shows in the BIOS/UEFI but not in File
    Explorer. What is your next step?
    A. Replace the new drive.
    B. Check the drive’s data and power cables.
    C. Partition and format the drive.
    D. Reinstall the OS.
A
  1. C. You know that the drive’s data and power cables are plugged in properly because the
    drive is showing in the BIOS/UEFI. The drive won’t show in File Explorer until it is partitioned and formatted. There is no need to reinstall the OS or replace the drive. Neither
    is faulty.
54
Q
  1. Over time, the hard drive performance of your computer has gotten slower. A quick check
    of Performance Monitor shows that your disk read/writes are taking more time as compared to the baseline. What should you do to resolve this issue?
    A. Format the hard drive and restore the data.
    B. Enable write caching on the drive.
    C. Delete the partition, create a new one, and restore the data.
    D. Run chkdsk.
A
  1. B. The hard drive cache will hold information that is being used repeatedly so it can be
    accessed more quickly, much like the cache on a processor. It also acts as a buffer between
    writing data and the hard drive, improving system performance; however, if the power goes
    out unexpectedly, data stored in the hard drive’s cache will be lost.
55
Q
  1. Your friend’s home theater projector is turning off unexpectedly. Which one of the following is not a possible cause?
    A. The power cable is loose.
    B. The unit is overheating.
    C. The filter needs cleaning.
    D. The HDMI cable is loose.
A
  1. D. A loose power cable can cause intermittent shutdown. Try reseating the cables. If the
    unit is overheating, it will shut down and not turn back on until it cools. Check to see if
    there is excessive dust in the cooling fan, and if so, clean it. Projectors also have a filter that
    may need periodic cleaning to avoid overheating. A loose HDMI cable would have other
    symptoms such as a flickering image or distorted sound.
56
Q
  1. You are troubleshooting a computer that will not boot properly. When you power it on, it
    produces a series of beeps. Which components are most likely to be causing this to happen?
    (Choose two.)
    A. BIOS
    B. Hard drive
    C. Network card
    D. RAM
A
  1. A, D. Every computer has a diagnostic program built into its basic input/output system
    (BIOS) called the power-on self-test (POST). When you turn on the computer, it executes
    this set of diagnostics. The steps include checking the CPU, checking the RAM, checking
    for the presence of a video card, and verifying basic hardware functionality. An error in the
    BIOS or one of the checked components can cause a beep code.
57
Q
  1. At random times, your computer will completely lock up, requiring a hard reboot. Which
    two components are most likely to cause this type of problem? (Choose two.)
    A. CPU
    B. RAM
    C. PSU
    D. GPU
A
  1. A, B. The most likely components are the processor and the memory. Try reseating the
    chips or testing them. If the problems persist, you may need to replace those components. It
    could also be the motherboard.
58
Q
  1. You are working on a laptop that appears to be frozen. You press the Num Lock key
    several times, but the indicator light remains on. What should you do to try to resolve
    this issue?
    A. Push and hold the power button until the laptop turns off, and reboot.
    B. Remove the battery and disconnect the laptop from an AC power source, and reboot.
    C. Press and hold the Num Lock key until the light turns off.
    D. Press Ctrl+Alt+Del to reboot the laptop.
A
  1. A. If the laptop is locked up, the only way to reboot it is with a hard boot. Although
    removing all the power sources would work, it’s not necessary to do so. Simply hold down
    the power button for about five seconds, and the laptop will power off. If that does not
    work, then you might need to remove power sources.
59
Q
  1. The desktop computer in your office’s lobby plays a welcome video for guests. Recently, the
    audio started intermittently failing. You replaced the speakers, and it still happens. What is
    the next step you should take in troubleshooting the issue?
    A. Replace the motherboard.
    B. Reseat the speakers.
    C. Replace the sound card.
    D. Reseat the sound card.
A
  1. D. One potential cause of intermittent device failures is chip creep, which happens when
    components such as expansion cards start to creep out of their socket. This can be caused
    by heating and cooling. Reseat the card (and screw it into the case!) and see whether that
    resolves the issue. If not, you may need to replace the sound card.
60
Q
  1. While replacing a toner cartridge in a laser printer, a technician spilled toner on and around
    the printer. What should be used to clean up the spill?
    A. A damp cloth
    B. Compressed air
    C. A toner vacuum
    D. Denatured alcohol
A
  1. C. If you have a toner spill, don’t use compressed air to blow it away. You should use a
    specialized toner vacuum to pick it up. Also, never use a damp cloth to try to clean up a
    toner spill. If a cloth is needed, use a dry one
61
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