1) Which of the following should you avoid during communication with customers?

Jargon
Respectful speech
Looking them in the eye
Respecting nonverbal cues
2) Which of the following is the final step in troubleshooting and issue?
identify probable cause
ask questions to gather information
implement a plan of action
ensure the customer is satisfied with the resolution
3) As a safety precaution you should never open up a power supply and attempt to repair it. True or
False?
True
False
4) Which of the following could be defined as "determining the underlying reason that a problem occurs
in order to prevent similar problems in the future"?
Efficiency tracking
Issue prevention
Root cause analysis
Problem analysis
5) A customer brings a PC in for repair. Which of the following should a technician do in order to better
understand the customer's issue?
Begin running diagnostic software and confirm findings with another technician
Ask a series of open ended questions to determine the symptoms
Ask close ended questions so the customer does not get overwhelmed with industry jargon
Get the customer contact information, run diagnostic tests, and then confirm the findings with the
customer
6) Which of the following is the first step when troubleshooting an issue?
Establish a theory of probable cause
Document findings, actions, and outcomes
Verify full system functionality
Identify the problem
7) The best information to document when changing the refresh rate of a display adapter is which of the
following items?
The previous refresh rate and the new setting to be applied
The method that was used to access the display properties and change the refresh rate
All the refresh rates that were tested
The color resolution and the refresh rate that the customer requested
8) A user states a computer will not completely boot; it just keeps rebooting. Which of the following
questions might a technician ask to try and determine the cause? (Select TWO).
Are you sure the power button is not stuck?
Was any hardware installed since it last worked?
 Is the power cable on the monitor loose?
Has the monitor been replaced recently?
Were there any new software updates done?
9) Which of the following physical components would you normally suspect in a scenario where you
smell a burning smell coming from a PC?
Power supply
CPU
Memory
Disk
10) Which of the following physical components would you normally suspect in a scenario are
continuous reboots happen?
Power supply
CPU
Disk
USB
11) Which of the following is often indicative of a CMOS battery failure?
Bios time and settings reset
blank screen on boot up
no indicator lights
intermittent device failure
12) You are working on a system on which a certain application continuously crashes upon use. Which of
the following physical component should you suspect?
Hard drive
USB
RAM
CPU
13) Which of the following logical failures on hard disk drive can often be remedied by using the bios?
Booting to the wrong drive
RAID not found
Fragmentation
Bad sectors
14) Which of the following operating system tools is used to determine if bad sectors exist on hard disk
drive?
FORMAT
CHKDISK
Disk recovery software
DISKPART
15) Which of the following should you use if you have configured a display adapter to a resolution which
is not supported?
Replacement video card
BIOS
Advanced Startup Options
 Display properties
16) You recently added a device driver to your system and it is now unable to boot. Which of the
following options should you use to load basic drivers and services and enable the system to boot once
again?
Safe mode
last known good configuration
Windows RE
Windows PE
17) Which of the following network problems is most commonly related to wireless connectivity?
Signal strength
no conductivity
limited conductivity
local only conductivity
18) Which utility is used to verify the configuration of the client and should be used first when
troubleshooting network conductivity issues?
PING
TRACERT
PATHPING
IPCONFIG
19) Which TCP/IP troubleshooting utility verifies conductivity with the remote system using ICMP?
PING
TRACERT
NETSTAT
NSLOOKUP
20) You are troubleshooting a client that cannot connect to any systems. The client's IP address is listed
as 0.0.0.0. What is the problem?
IP address misconfiguration
IP Address conflict
APIPA address
DHCP server out of addresses
21) Which of the following problems is most commonly related to a printer driver issue?
Access denied
Will not print
Error codes
Garbled characters on the paper
22) Which of the following printer issues is unique to a laser printers?
toner not choose to the paper
creased paper
paper jam
no conductivity
23) You have recently installed a new video card into a PC and now are unable to start the machine.
Which of the following advanced startup options should you choose first in order to troubleshoot the
problem?
Safe mode
Safe mode with networking
Debugging mode
Last known good configuration
24) Which of the following commands will show all active listening TCP/IP connections?
Ipconfig /all
Net view
Netstat -a
Tracert
25) You have a host computer that has automatically generated an address and you would like to force
the client to attempt to contact a DHCP server?
Ipconfig /all
Ipconfig /registerdns
Ipconfig/flushdns
Ipconfig /renew
26) A customer is having a problem with network connectivity to the Internet and you are
troubleshooting over the phone. Which of the following is the first action that you should take?
Identify the affected area
Determine if anything has changed
Plan the proposed solution
Document the problem
27) Which of the following is a problem unique to troubleshooting WLANs?
Signal strength
Encryption mismatch
Authentication failures
Connectivity issues
28) Which of the following tools is used to eliminate any cached DNS entries on a client that is having
trouble connecting to some Internet websites?
Ipconfig /renew
Ipconfig /all
Ipconfig /registerdns
Ipconfig /flushdns
29) Which of the following tools can verify connectivity and the route a packet takes to the remote
network but is often blocked by perimeter firewalls or routers?
PING
TRACERT
NBTSTAT
NETSTAT
30) Which of the following command line tools is used to gather information about currently connected
sessions?
PING
 TRACRT
NETSTAT
IPCONFIG
31) Which parameter for the TRACERT utility will bypass name resolution and speed up the results?
-A
-D
-R
None of the above
32) Which parameter for the PING utility is used to perform a continuous PING?
T
N
S
A
33) Which of the following commands verifies conductivity between two hosts?
Chkdsk
Dxdiag
Ipconfig
Ping
34) A user reports that their computer suddenly will not boot. When the technician arrives, they
discover that the user is very worried they will not be able to complete a research paper they've been
working on which is due by the end of the day. Which of the following is an appropriate response to the
users concerns?
A Trojan may have infected the OS or worked its way into the MBR. What did you download recently
that caused the problem?
I understand your concern, and will try to have your computer working again as quickly as possible so
that you can finish your report.
If the paper was so important to you, you should have created a backup copy so you could finish it on
another computer.
I do not understand why you are upset. I am sure your professor will understand and you will be able to
turn in the paper tomorrow.
35) A technician receives a boot error message that the operating system is not found. Which of the
following should the technician checked?
the boot order in the bios
if plug-and-play is enabled
if the computer is in safe mode
if the bios is current
36) Customer reports that a laser printer produces poor quality printouts. Having arrived on-site the
technician has a discussion with the customer reviews some examples of the print jobs. Which of the
following should the technician do next?
clean the toner cartridge
change the paper
replace the fuser
 print test page
37) Which of the following may cause a customer to experience excessive heat in a laptop?
processor is improperly seated due to bent pins
insufficient memory for the operating system
the airflow is blocked
excessive internal display brightness is set
38) The user reports that the desktop appear smaller than usual and there’s a large black border
around the desktop on the monitor. Which of the following would be the most likely way to fix the
problem?
have the user demagnetize and restart the monitor
configure display settings on the monitor
change to a lower resolution
configure display settings and device manager
39) A user is a network laser printer that spring constantly. The user has tried power cycling the printer.
Which of the following should the technician recommend that the user do first?
restart the print spooler service
reboot the computer
access the print queue and pause all print jobs
purchase a new USB cable
40) The computers overheating that the fans are not obstructed and there's no dust on the components
or heat-sinks. Which of the following is the most likely cause of the overheating?
the case is too small
the processors too fast
one or more fans are inoperable
the memory is defective
41) Which TCP/IP troubleshooting utility can be used to view active network connections on a client
system?
PING
NETSTAT
TRACERT
NET