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Which two general precautions should be taken before replacing any non-hot-

swappable laptop component? (Choose two.)

Disconnect the power cord.

Keep any component in a plastic bag until installation.

Remove any batteries.

Use carpets in cool areas.

Wear rubber-soled shoes to work with the computer.

Where in Windows XP can the shutdown, hibernate, and standby modes be configured?
Start > Control Panel > Power Options

Start > Control Panel > Administrative Tools

Start > Control Panel > Power Modes

Start > Control Panel > System

A technician is having trouble with laptops that keep overheating. What preventive
maintenance procedure can be performed on the laptops to reduce this problem?
Regularly replace the laptop battery.

Encourage users to run the laptop from the battery more often.

Encourage users to run the laptop from the AC adapter more often.

Remove and clean the CPU.

Clean the air vents.

Replace the fan.

A technician wants to create a new partition on a new additional hard drive. Which tool
should be used?

Disk Management

Device Manager

Refer to the exhibit. Which type of device uses the connector shown in the graphic?
DVD drive




sound card

ABC Inc. decided to integrate redundancy by connecting multiple hard disks to duplicate
the information they store. Which type of adapter will need to be installed on the servers
to accomplish the desired redundancy?

Wireless NIC

USB gateway

RAID adapter

multiple slave hard disk adapter

When installing the Windows XP operating system, a technician is given a choice of file
systems to use. If security is a requirement, which file system should be chosen?



A company uses a single computer to receive and test all Windows updates. When the
most recent update was installed, several programs failed. What is the first course of
action that a technician should attempt to remove the update?
Run a System Restore from the last restore point.
Use the Add or Remove Hardware applet in the Control Panel to remove the
Restore the hard drive from the last system backup.

Use the Recovery Console to restore the operating system.

Which three things should be investigated first when troubleshooting a printer? (Choose
equipment power

corrupt print driver

low-ink warning

out of paper

operating system compatibility

firmware version

What is the purpose of an IRQ?

Perform input/output between the CPU and peripherals.

Establish peer-to-peer communication between devices and software.

Request information from the CPU.

Access the computer RAM for reading and writing.

What is the default subnet mask for a Class A network?

What is the logical topology used for the Ethernet architecture?


double ring

extended star



A network administrator is troubleshooting a server that keeps crashing. While

monitoring traffic to the server, the administrator notices repeated, larger than normal
pings to the server. What is the name of this type of attack?
multi-ping attack


ping bomb

ping of death


zombie attack

A user has been writing data to a USB flash memory drive. What should the user do
before removing the device?
Shut down the computer.

Click on the Safely Remove Hardware icon in the system tray then on the device.

Right-click on the drive in My Computer, then click on Remove Drive .

Remove the power to the drive.

Why do mobile devices such as laptop computers use specially designed CPUs?
They consume less power.

They are smaller.

They are lighter.

They require customized cooling mechanisms.

Which two memory types are installed using Dual Inline Memory Module (DIMM) slots?
(Choose two.)
cache memory





What is the purpose of using thermal compound when installing a CPU, a heat sink, and
a fan assembly on a motherboard?
to insulate the CPU from the heat sink

to attach the heat sink firmly to the CPU

to conduct heat that is generated by the CPU to the heat sink

to ensure an electrical connection between the CPU and heat sink

What approach should a technician take when receiving a call from a stressed
Ask the customer to telephone back when the customer is feeling less stressed.

Ask the customer to hold, and then wait five minutes for the customer to calm down.

Try to establish a rapport with the customer.

Transfer the customer to a level-two technician who will ask the customer to explain
the problem again.

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A supervisor received a complaint that one of the technicians was rude and disrespectful. Which action
the technician most likely caused the customer to complain?
The technician interrupted a number of times to ask questions.

The technician occasionally confirmed an understanding of the problem.

The customer was escalated to a level-two technician.

The technician ended the call without saying "Have a nice day"
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A customer needs to purchase a new power supply for a computer. What must be
considered when selecting an appropriate power supply?
The power supply converts DC to AC.
The power supply has sufficient wattage to support all components inside the
The power supply provides at least 800 V.

The power supply must have both a P-8 and P-9 connector.

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A technician needs to purchase a new video adapter for a computer. Which factors should be consider
when selecting the adapter?
type of hard drive installed

amount of memory installed

expansion slot type

case form factor

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What do the terms refresh rate, interlace, and aspect ratio explain?
hard drive efficiency

audio signal

scanner output

image properties of a monitor

A workstation is experiencing an error that is caused by suspected dirty RAM contacts.

Which two materials should be used to clean the RAM module? (Choose two.)
cotton cloth

distilled water

home vacuum cleaner

isopropyl alcohol

lint-free swab

mild cleaning solution

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Which key or key sequence pressed during the boot process will allow a user to restart a Windows PC
using the last known good configuration?



Windows key
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Once a technician understands a customer complaint, it is common to ask close-ended

questions. Which question is a close-ended one?
What happened before the error occurred?

Is this the first time the error occurred?

What happened after the error occurred?

What error messages were displayed when the error occurred?

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Which power management method offers the most power management features?




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A user reports that a printer is printing unknown characters on documents. What is a

possible solution to this issue?
Replace the toner or ink cartridge.

Uninstall and reinstall the printer driver.

Replace the paper with some from a new ream.

Delete the print job from the queue and print again.

A printer has a paper jam. An impatient user has sent multiple print jobs of the same
document to this printer. What can be done to remove these print jobs?
Cancel the jobs in the printer queue.

Select landscape or portrait image layout.

Set the printed image to colors or to grayscale.

Adjust the settings to match the colors on the screen to the colors on the printed

Which are three steps in the laser printing process? (Choose three.)






Which port is used only for input?






Employees in the financial department have reported that an unknown technician has
been asking questions about the network. Which type of attack might the employees be

social engineering


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When installing a service pack or security patches on an operating system, what should be done to
protect the system in the event of a faulty or aborted installation?
Create a restore point.

Check the updates for the latest ones.

Disable Automatic Updates to prevent interference with the current operation.

Test all aspects to ensure that the update is correct for the operating system.
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A newly purchased scanner is not functioning as efficiently as expected. Which step

should a technician take to improve performance?
Download drivers and utilities from a user forum on the Internet.

Download drivers and utilities from the manufacturer web site.

Reinstall the software that came with the scanner.

Buy a different scanner

A network administrator has finished migrating from a peer-to-peer network to a new

client-server network configuration. What are two advantages of the new configuration?
(Choose two.)
The total cost of the new solution is considerably lower.

Data is more secure in the event of hardware failures.

Individual users are in control of their own computers and network resources.

Data resources and access are centrally controlled.

Personnel costs are lower because a dedicated network administrator is no longer

What must be done before a technician cleans a very dirty LCD screen on a laptop?
Place the laptop in standby mode.

Remove the screen from the laptop.

Remove the battery.

Enable the autoclean setting in the BIOS.

A technician has been asked to find how a hacker keeps breaking in to a computer.
Which security precaution was most likely missed when the operating system was first
A user account was not created.

The hard drive was not formatted with NTFS.

The OS product key was not entered.

A password was not assigned to the default administrator account.

Which steps lead to the window where the performance settings can be changed on a
Windows XP computer that is using the classic view display?
Choose Start > Control Panel > System > Advanced > Performance
area. Choose the Settingsbutton.
Choose Start > Control Panel > System > Hardware > Device Manager > View >
Resources by type
Choose Start > Control Panel > Administrative Tools > Performance area >
Choose Start > All Programs > Accessories > System Tools > System Restore

A technician is asked to set up one hard drive that will support two operating systems
and will store data files in three separate drive locations. Which partition settings will
support these requirements?
1 primary, 3 active, 1 extended, 2 logical

2 logical, 2 active, 3 extended

2 primary, 1 active, 1 extended, 3 logical

3 primary, 1 active, 2 extended

A student enables file sharing on a laptop so that a friend can access music files. Which
type of service is being configured?





A small business has used a high quality configurable flatbed scanner to scan a number
of photographs to print as large posters. However, the quality of the images printed as
posters is poor. What should the user do?
Replace the flatbed scanner with an all-in-one device.

Use OCR software when scanning the photographs.

Save the scanned file in JPEG not TIFF format.

Increase the resolution of the scanner.

Which network protocol is used to automatically assign an IP address to a computer on

a network?





What are the four layers in the TCP/IP reference model?

HTTP, TCP, IP, Ethernet

TCP, IP, Ethernet, IEEE

application, transport, internet, network access

application, presentation, session, transport

physical, data link, network, transport

Refer to the exhibit. A Cisco Networking Academy instructor is trying to print a flash
graphic from the curriculum. The print job has gone into the print queue as shown.
Based on the output, what should be the next step in solving this problem?
Check the printer for status messages.

Restart the computer.

Upgrade the printer driver.

Reinstall the printer driver.

Check the printer cabling and power.

A technician is troubleshooting a problem where the user claims that access to the
Internet is not working, but that there was access to the Internet the day before. Upon
investigation, the technician determines that the user cannot access the network printer
in the office either. The network printer is on the same network as the computer. The
computer has assigned as an IP address. What is the most likely
The IP address needs to be renewed.

The default gateway on the computer is incorrect.

The network interface card driver needs to be updated.

The router that connects this network to other networks is down.

A technician is to document the current configurations of all network devices in a

college, including those in off-site buildings. Which protocol would be best to use to
securely access the network devices?




A customer reports poor telephone communications when using a copper telephone line
that also has a DSL service. What is the most likely cause of the problem?
The DSL modem is incorrectly configured.

The DSL filter is faulty or not connected.

The HSDPA (High Speed Data Packet Access) is interfering with the telephone
The telephone does not comply with the IEEE 802.15.1 standard.

Refer to the exhibit. A technician is troubleshooting a problem where a teacher is unable

to connect a laptop to a wireless network. The wireless NIC is enabled and the wireless
network configuration settings are correct. Which key would be used in conjunction with
the Fn key to enable the wireless connection?




What is the purpose of Windows Vista 64-bit Kernel Patch Protection?

It prevents third party drivers from modifying the operating system kernel.
It permits the 64-bit operating system to patch the operating system at a much
higher rate.
It prevents the use of additional operating system kernels from being added to Vista.
It allows the use of unsigned drivers to be used within the 64-bit Vista operating
It prevents the use of 32-bit drivers with the 64-bit Visa operating system.

Which two file systems are available for selection during installation of Windows XP?
(Choose two.)





Which three customizable properties are available when right-clicking the Windows XP
My Computer desktop icon and selecting Properties? (Choose three.)
virtual memory settings

automatic updates settings

hard drive properties

computer name

display properties

startup properties