220-701 A+ Essenstials

1. Which of the following should a technician be cautious of when removing a fuser from a printer that has been recently operational?

The fuser being fragile

The fuser being wet

The fuser being hot

The fuser containing toner

2. Computers should NEVER be placed on which of the following materials?Carpet

Carpet

Wood

Tile

Plastic

3. Which of the following is a function of the PS/2 port?

Connection of a gaming controller

Connection of a keyboard or mouse

Connection of a biometric device

Connection of an external optical drive

4. Which of the following connectors is used for musical equipment?

HDMI

MIDI

PS/2

DVI

5. A helpdesk phone support technician is finding it difficult to understand a customer due to their heavy accent. Which of the following actions should the technician take NEXT to help the customer resolve their problem?

Have the customer call back at a later time.

Repeat back to the customer what they heard as the problem.

Tell the customer that their accent is preventing the technician from helping them.

Ask the customer to not speak with an accent.

6. An end user reports that their laptop cannot access the wireless network. The user had access to the network yesterday, before taking the laptop out of the office. Which of the following is the MOST likely reason for the connection problem?

The wireless network is down.

The user turned the wireless switch off.

The battery needs to be charged.

The wireless antenna has become disconnected.

7. Which of the following RAM types does a laptop use?

SODIMM

DIMM

RIMM

SIMM

8. A user has reported that their computer is not working. The user cannot properly explain the computers problem. Which of the following steps should the technician take NEXT in order to resolve the situation?

Perform a System Restore on the machine.

Ask simple questions to further identify the issue.

Escalate the issue to a manager for further resolution.

Ask the user to turn the computer off and on again to see if the problem can be recreated.

9. Which of the following is the MOST common use of a cable with an RJ-11 connector?

Ethernet

Network Backbone

T1

POTS

10. A technician has been taken to a users desk to resolve a problem. The users desk is covered with papers and it is obvious to the technician that these papers are of a confidential nature. Which of the following is the BEST course of action?

Put the confidential papers in a neat pile at the side of the desk.

Ask the user to clear the desk of the confidential papers.

Work around the papers to resolve the problem.

Refuse to work until the user has cleared the desk.

11. Traditional hard disk drives use which of the following storage technologies?

Solid

Magnetic

Optical

Impact

12. A user receives an email stating that the user has won a lottery. The user is asked to send their address, phone number and bank account number so that the winning funds can be deposited directly into the users account. This is an example of:

A worm spread from peer to peer

A destructive virus

Social engineering

Spyware

13. The process of a virus or worm copying itself, then propagating to multiple systems is known as:

Repudiation

Replication

Duplication

Redundancy

14. Which of the following bus slots is in a laptop?

AGP

PCMCIA

PCI

AMR

15. A print job fails to leave the queue. Which of the following services may need to be restarted?

Printer Driver

Windows Spool Service

Print Spooler

NIC driver

16. Which of the following network classes exists if the default subnet mask is 255.255.0.0?

A

B

C

D

17. Which of the following uses pair authentication to provide a wireless connection between two devices?

802.11n

Bluetooth

Infrared

Cellular

18. A small shock of electricity transferred from a computer or other electronic component to a person is known as:

EMF.

RFI.

EMI.

ESD.

19. Which of the following is an advantage of LCD monitors over CRT monitors?

LCD monitor connectors are universal in size and style.

LCD monitors weigh less than similar-sized CRT monitors.

LCD monitors typically cost less than CRT monitors.

LCD monitors have fewer pixels than CRT monitors.

20. A downloadable game that is actually a program used to steal information is an example of:

A Trojan

Spam

A worm

Adware

21. A customer reports that their computer is displaying operating system not found while booting. The technician confirms that the computer booted fine the previous day and that no devices were added. The technician also confirms that no software changes were made to the system from the previous day. Which of the following is the problem?

The network cable is unplugged.

A diskette was placed in the disk drive.

The keyboard is unplugged.

The system has been infected with spyware.

22. Which of the following storage types has no movable parts?

DVD-RW

Flash

Tape

IDE hard drive

23. Which of the following is the MOST secure form of wireless security?

WPA2

MAC filtering

SSID

WEP

24. A technician has replaced a memory stick in a computer. After the operating system starts to boot, the computer displays a BSOD. Which of the following is the MOST likely cause?

The chipset firmware needs to be updated

The motherboard has failed

The hard drive has failed

The memory is not seated properly

25. Which of the following utilities can a technician use to stop unwanted programs from loading at startup?

MSCONFIG

Recovery Console

ASR

CMD

26. Which of the following will help dissipate heat through the heat sink when upgrading a CPU?

Case fan

Thermal compound

Motherboard riser

Power supply

27. A customers computer crashes consistently when a specific application is launched. The technician has looked at the computer and confirmed the cause of the crash. Which of the following is the NEXT troubleshooting step the technician should take?

Verify full system functionality.

Document the findings, actions, and outcomes.

Establish a plan of action to resolve the problem.

Question the user and identify changes the user has made to the system.

28. Which of the following connectors is MOST commonly used for POTS lines?

BNC

SC

RJ-11

RJ-45

29. A user notices that the battery light on the laptop is flashing when the laptop is on a docking station. Which of the following should the technician perform FIRST?

Reseat in the docking station

Reinstall the operating system

Remove and reseat the battery

Replace the laptop battery

30. Which of the following RAID levels uses striping across three or more disks with parity?

RAID 1

RAID 3

RAID 5

RAID 10

31. A customer states their computer was fine until yesterday when they heard a pop noise and the computer stopped working. Which of the following components should the technician test FIRST?

Main system board

Processor

Hard disk drive

Power supply

32. After the BIOS message disappears, which of the following would a technician press to boot a PC into Safe Mode?

Press F1

Press F2

Press F5

Press F8

33. Which of the following log files references Windows specific errors?

Archive Logs

Application Logs

Security Logs

System Logs

34. Which of the following is the BEST example of social engineering?

A caller pretending to be an administrator to acquire a password

A social website that secretly records users actions on the Internet

A program that attempts to steal users credit card information

An unsolicited email that attempts to get a user to make a purchase

35. The FASTEST cache in a computer is:

L1.

L2.

L3.

L4.

36. A technician notices that there are two appointments scheduled for the same time. Which of the following should the technician do to resolve the issue?

Call one of the clients and apologize, then reschedule

Do not go to the second scheduled appointment

Email each client for rescheduling

Go to the first scheduled appointment then after completion go to the next

37. Which of the following is the difference between a Cellular WAN and a WLAN card?

A Cellular WAN card will work on most public Wireless Access Points, while a WLAN card ismore proprietary.

A Cellular WAN card requires subscription to a cellular provider, while a WLAN card can workwithout provider payment.

A WLAN card is usually an external card, while a Cellular WAN card is usually an internal card.

38. Which of the following BEST describes a situation that would require STP cable?

Installation in an area with low EMI

Installation in an area with high EMI

Installation in an air handling space

Installation is an area with high humidity

39. Which of the following network classes exists if the default subnet mask is 255.0.0.0?

A

B

C

D

40. A customer reports that while attempting to print a document it seems to queue up fine, but the printer does not print the job. Which of the following may be the cause?

Outdated or corrupt print driver.

The application used to create the document is incompatible with the printer.

A print job is waiting in the print queue.

Printer configuration is incorrect.

41. A user needs to transfer numerous personal financial documents from an existing hard drive to a new hard drive. Which of the following should the technician perform?

Copy all data over without viewing them

Review all data and write down important account numbers in case information is lost

Remove all financial documents since they are confidential

Print out all personal financial documents in case information is deleted

42. Which of the following programs can be scheduled to delete unwanted compressed old files?

Disk Management

Check Disk

Disk Cleanup

Disk Defragmenter

43. The on-site technician is asked to load a copy of the companys purchased software on a personal computer. The technician should FIRST:

Notify the companys owner of the breach

Leave the premises and call local law enforcement

Advise the individual that downloading unlicensed software is illegal

Verify the install is allowed under the companys licensing agreements

44. In which of the following is a 2032 CMOS battery MOST often found?

Desktops

Portable printers

Bluetooth Mice

Notebooks

45. When a user was installing a new program, the computer suddenly restarted. Now when the computer starts, it gets partially through the boot process, then reboots. Which of the following is the QUICKEST method to get the computer running without losing any of the users data?

Reinstall the OS

Perform a factory restore

Boot into Safe Mode and perform Windows Restore

Boot using Last Known Good Configuration

46. A user reports that they walked away from their laptop for 30 minutes and when they came back the screen was very dim. The user tried moving the mouse and increasing the brightness setting, but neither worked. Which of the following should the technician do FIRST?

Plug in an external monitor to test the video card.

Run a check disk scan to verify there is no corruption.

Check if the laptop is now on battery power.

Have the LCD screen replaced with a known good screen.

47. Which of the following devices is used to connect to a WAN?

Hub

Switch

Router

MUX

48. Which of the following is the MOST common way to cool a CPU?

Water cooling

Heat sink

Case fan

Air conditioning

49. Which of the following BEST describes attempts to guess a password by trying possible combination of letters, numbers, and symbols?

Social engineering

Phreaking

Brute force

War driving

50. Which of the following is the FIRST step in the troubleshooting theory?

Establish a plan of action to resolve the problem and implement the solution.

Establish a theory of probable cause.

Identify the problem.

Verify full system functionality and if applicable implement preventative measures.

51. Which of the following can a technician do to optimize an infrared connection between a laptop and a printer? (Select TWO).

Install a repeater device

Boost the power

Change the transmission channel

Shorten the distance

Maintain a clear line of sight

Submit

52. Which of the following cable types is characterized by a twist-on BNC type connector?

Fiber

Coaxial

STP

UTP

53. Which of the following is a standard that supports speeds of up to 480Mbps?

USB 2.0

RS-232c

IEEE 1284

IEEE 1394

54. SCSI uses which of the following connector types?

DB-25

DB-9

RJ-45

RJ-11

55. Sections of the registry in Windows that contain system, software, device and user information are called:

56. Which of the following BEST explains the concept of hyperthreading?

Allows two program threads to be stored in memory simultaneously

Allows one program thread to be processed by more than one processor simultaneously

Allows two program threads to be processed by a single processor simultaneously

Allows one program thread to be stored in memory faster than another program thread

57. A new video card requires a 600 watt power supply. The power supply should have how many pins on the main cable?

12

20

24

26

58. A technicians company prints forms on multi-layer carbonless copy paper. When asked to replace the printer, which of the following printing technologies will allow the technician to continue to use the companys copy paper?

Transfer

Dot Matrix

Thermal

Laser

59. After verifying full system functionality, which of the following should a technician do NEXT when troubleshooting a problem?

Establish a theory of probable cause.

Identify user changes to the computer.

Move on to the next issue that requires troubleshooting.

Document findings, actions, and outcomes.

60. Which of the following is a user replaceable memory in a computer system?

SRAM

CMOS

ROM

DRAM

61. Which of the following protocols are commonly used for Windows Remote Desktop?

NTP

PPTP

RDP

LDAP

62. Which of the following cable types are rated for Gigabit Ethernet? (Select TWO).

CAT3

CAT4

CAT5

CAT5e

CAT6

Submit

63. Which of the following occurs by default when a file is copied from a CD-ROM to a folder on an NTFS partition?

The file inherits the permissions of the folder it is copied to.

The CD structure is indexed and the index is stored in the folder.

The file is copied with the Read Only attribute.

A shortcut is created on the drive pointing to the CD file.

64. A KVM will allow the user to:

Prevent unauthorized users from removing devices from a computer.

Network multiple computers to gain optimum use of system resources.

Connect multiple computers to save on resources.

65. Which of the following protocols uses port 21?

Telnet

FTP

HTTP

POP3

66. Which of the following utilities can be scheduled to run on boot to verify file system integrity?

DEFRAG

CHKDSK

MSCONFIG

TSKMGR

67. An end user reports that their computer is making noise constantly. The technician notes that the hard drive activity light is on frequently. The technician finds plenty of free space on the drive. Which of the following BEST explains why the drive light is continuously active?

The system has a fragmented hard drive.

The drive interface needs to be changed.

The user has too many documents on the hard drive.

The system page file has an issue.

68. Which of the following explains a yellow exclamation point next to a device in the Device Manager?

A driver was installed but was not digitally signed.

A usable driver could not be installed for this device.

The device is operable, but not at full capacity.

The device is built-in and not upgradable.

69. Which of the following utilities can be used to view the start-up programs?

REGEDIT

IPCONFIG

PING

DXDIAG

70. Which of the following should be done FIRST if a printer fails to print very large documents but prints smaller documents without issue?

Replace communications cable.

Check to the correct type of paper is being used.

Add additional memory to the printer.

Change the toner cartridges.

71. Which of the following printer types uses a charged corona wire in the printing process?

Laser

Impact

Inkjet

Thermal

72. Which of the following devices would MOST likely require a serial adapter to be installed on a modern PC?

External modem

TV tuner

Mouse

Keyboard

73. Which of the following is the number of devices that can be daisy-chained to an IEEE 1394 port?

7

15

63

127

74. Which of the following wireless technology standards can operate at either 2.4GHz or 5GHz frequencies?

802.11a

802.11b

802.11g

802.11n

75. Which of the following ports does the Simple Mail Transfer Protocol use?

21

25

80

443

76. Which of the following is a setting on a CRT monitor that is often adjusted when a user reports headaches?

Degauss

Contrast

Resolution

Refresh rate

77. Which of the following would a technician enable on a router to allow specific devices to connect to the Internet?

DHCP

MAC filtering

DNS

SSID

78. Which of the following controls the connections between the processor and the AGP slot on a motherboard?

Memory

Chipset

Power supply

System bus

79. Which of the following chipsets is responsible for controlling the data flow between a PATA optical drive and the processor?

Northbridge

BIOS

Southbridge

DMA controller

80. Programs that run when the Windows OS starts are stored in which of the following registry hives?

HKEY_LOCAL_MACHINE

HKEY_CURRENT_CONFIG

HKEY_CLASSES

HKEY_USERS

81. The PING command can be used to determine which of the following? (Select TWO).

If there is connection to a specified IP address

The gateway address of a currently logged on user

The response time of the connection to a specific IP address

The amount of hops it takes to reach destination computer

The active connections to a computer

Submit

82. Which of the following utilities should be run prior to switching a system from Windows XP to Windows Vista?

Windows XP Upgrade Advisor

Windows Vista Application Compatibility Tool Kit

Windows Vista Upgrade Advisor

Microsoft Management Console

83. A technician has rebooted a PC, and the machine has paused on a black screen with a white blinking underscore on the top left of the screen. Which of the following is the MOST likely problem?

PC is running in Safe Mode

Boot order

Recovery Console is running

BIOS update in process

84. Corrupt Windows XP system files are keeping a PC from booting. Which of the following is the BEST option to resolve this issue?

Automated System Recovery

Emergency Repair Disk

Recovery Console

NT Repair Disk

85. During troubleshooting, the technician establishes a theory of probable cause. Which of the following is the NEXT step?

Test the theory to determine cause.

Establish a plan of action to resolve the problem and implement the solutions.

Identify the problem.

Verify full system functionality and if applicable implement preventative measures.

86. A user running Windows XP reports that their computer has not been printing any subsequent documents since a printer jam occurred earlier that day. The printer is now working normally for other users. Before rebooting the computer, which of the following is the FIRST step the technician should take?

Remove and re-add the printer.

Restart the print spooler service.

Reset the maintenance page count on the printer.

Attempt to print a test page.

87. Which of the following is the MINIMUM available hard drive space requirement for installing Windows XP Professional?

1GB

1.5GB

2GB

2.5 GB

88. A technician would like to rebuild the MBR without reinstalling Windows. Which of the following recovery options would be used to build a new MBR?

Recovery Console

System Restore

Automated System Recovery

Emergency Repair Disk

89. Within MSCONFIG, which of the following is the System Restore button located?

General

BOOT.INI

SYSTEM.INI

Startup

90. Which of the following are potential sources of EMI? (Select TWO).

Strong magnets

Toaster ovens

Cordless phones

Flat panel TVs

AC power runs

Submit

91. Which of the following are digital audio-only formats? (Select TWO).

AAC

WMV

WMA

AVI

DES

Submit

92. Which of the following components are included in a typical laser printer maintenance kit? (Select THREE).

Image drum

Paper pickup rollers

Fuser

Duplexer

Toner

Transfer roller

Submit

93. A user has a docking station at work, but now wants to take their laptop home. Which of the following features would a technician use to allow this?

Remote Access

Hardware Profiles

Advanced Power Management

Device Manager

94. The customer calls a technician and informs them that their keyboard was cleaned with a solution, and now their fingers sting. Where would the technician or medical personnel find information about the substance on the keyboard?

The MSDS

The local fire department

The Standard Operating Procedures manual

The facilities department of the company

95. A technician is called to a school lab to fix a computer. The computer worked fine the day before, but now does not power on. The computer is plugged into a power strip with another computer. The other computer works fine. Which of the following could be the problem? (Select TWO).

The power strip is overloaded.

The monitor is unplugged.

The power cable is unplugged from the computer.

The power strip is unplugged.

The voltage switch on the computer is set incorrectly.

Submit

96. Which of the following RAM amounts is the MINUMUM system requirement for Windows XP 32- bit?

32MB

64MB

128MB

256MB

97. Which of the following computing techniques will limit the vulnerability of a system to infection by a virus? (Select TWO).

Install a NAT firewall on the network

Run an online malware scan monthly

Only open email from recognized senders

Update antivirus signatures on a daily basis

Automatically update the operating system

Submit

98. Which of the following wireless technology standards can operate at a MAXIMUM of 54Mbps? (Select TWO).

802.11a

802.11b

802.11g

802.11k

802.11n

Submit

99. Which of the following would accommodate the installation of an upgraded video card? (Select TWO).

AGP

VGA

DVI

SCSI

PCIe

Submit

100. Which of the following is the NEXT step in the troubleshooting theory after identifying the problem?

Establish a theory of probable cause

Test the theory

Implement preventative measures

Establish a plan of action

220-701 A+ Essenstials

1. Which of the following should a technician be cautious of when removing a fuser from a printer that has been recently operational?

2.

What first name or nickname would you like us to use?

2. Computers should NEVER be placed on which of the following materials?Carpet

3. Which of the following is a function of the PS/2 port?

4. Which of the following connectors is used for musical equipment?

5. A helpdesk phone support technician is finding it difficult to understand a customer due to their heavy accent. Which of the following actions should the technician take NEXT to help the customer resolve their problem?

6. An end user reports that their laptop cannot access the wireless network. The user had access to the network yesterday, before taking the laptop out of the office. Which of the following is the MOST likely reason for the connection problem?

7. Which of the following RAM types does a laptop use?

8. A user has reported that their computer is not working. The user cannot properly explain the computers problem. Which of the following steps should the technician take NEXT in order to resolve the situation?

9. Which of the following is the MOST common use of a cable with an RJ-11 connector?

10. A technician has been taken to a users desk to resolve a problem. The users desk is covered with papers and it is obvious to the technician that these papers are of a confidential nature. Which of the following is the BEST course of action?

11. Traditional hard disk drives use which of the following storage technologies?

12. A user receives an email stating that the user has won a lottery. The user is asked to send their address, phone number and bank account number so that the winning funds can be deposited directly into the users account. This is an example of:

13. The process of a virus or worm copying itself, then propagating to multiple systems is known as:

14. Which of the following bus slots is in a laptop?

15. A print job fails to leave the queue. Which of the following services may need to be restarted?

16. Which of the following network classes exists if the default subnet mask is 255.255.0.0?

17. Which of the following uses pair authentication to provide a wireless connection between two devices?

18. A small shock of electricity transferred from a computer or other electronic component to a person is known as:

19. Which of the following is an advantage of LCD monitors over CRT monitors?

20. A downloadable game that is actually a program used to steal information is an example of:

22. Which of the following storage types has no movable parts?

23. Which of the following is the MOST secure form of wireless security?

24. A technician has replaced a memory stick in a computer. After the operating system starts to boot, the computer displays a BSOD. Which of the following is the MOST likely cause?

25. Which of the following utilities can a technician use to stop unwanted programs from loading at startup?

26. Which of the following will help dissipate heat through the heat sink when upgrading a CPU?

27. A customers computer crashes consistently when a specific application is launched. The technician has looked at the computer and confirmed the cause of the crash. Which of the following is the NEXT troubleshooting step the technician should take?

28. Which of the following connectors is MOST commonly used for POTS lines?

29. A user notices that the battery light on the laptop is flashing when the laptop is on a docking station. Which of the following should the technician perform FIRST?

30. Which of the following RAID levels uses striping across three or more disks with parity?

31. A customer states their computer was fine until yesterday when they heard a pop noise and the computer stopped working. Which of the following components should the technician test FIRST?

32. After the BIOS message disappears, which of the following would a technician press to boot a PC into Safe Mode?

33. Which of the following log files references Windows specific errors?

34. Which of the following is the BEST example of social engineering?

35. The FASTEST cache in a computer is:

36. A technician notices that there are two appointments scheduled for the same time. Which of the following should the technician do to resolve the issue?

37. Which of the following is the difference between a Cellular WAN and a WLAN card?

38. Which of the following BEST describes a situation that would require STP cable?

39. Which of the following network classes exists if the default subnet mask is 255.0.0.0?

40. A customer reports that while attempting to print a document it seems to queue up fine, but the printer does not print the job. Which of the following may be the cause?

41. A user needs to transfer numerous personal financial documents from an existing hard drive to a new hard drive. Which of the following should the technician perform?

42. Which of the following programs can be scheduled to delete unwanted compressed old files?

43. The on-site technician is asked to load a copy of the companys purchased software on a personal computer. The technician should FIRST:

44. In which of the following is a 2032 CMOS battery MOST often found?

45. When a user was installing a new program, the computer suddenly restarted. Now when the computer starts, it gets partially through the boot process, then reboots. Which of the following is the QUICKEST method to get the computer running without losing any of the users data?

46. A user reports that they walked away from their laptop for 30 minutes and when they came back the screen was very dim. The user tried moving the mouse and increasing the brightness setting, but neither worked. Which of the following should the technician do FIRST?

47. Which of the following devices is used to connect to a WAN?

48. Which of the following is the MOST common way to cool a CPU?

49. Which of the following BEST describes attempts to guess a password by trying possible combination of letters, numbers, and symbols?

50. Which of the following is the FIRST step in the troubleshooting theory?

51. Which of the following can a technician do to optimize an infrared connection between a laptop and a printer? (Select TWO).

52. Which of the following cable types is characterized by a twist-on BNC type connector?

53. Which of the following is a standard that supports speeds of up to 480Mbps?

54. SCSI uses which of the following connector types?

55. Sections of the registry in Windows that contain system, software, device and user information are called:

56. Which of the following BEST explains the concept of hyperthreading?

57. A new video card requires a 600 watt power supply. The power supply should have how many pins on the main cable?

58. A technicians company prints forms on multi-layer carbonless copy paper. When asked to replace the printer, which of the following printing technologies will allow the technician to continue to use the companys copy paper?

59. After verifying full system functionality, which of the following should a technician do NEXT when troubleshooting a problem?

60. Which of the following is a user replaceable memory in a computer system?

61. Which of the following protocols are commonly used for Windows Remote Desktop?

62. Which of the following cable types are rated for Gigabit Ethernet? (Select TWO).

63. Which of the following occurs by default when a file is copied from a CD-ROM to a folder on an NTFS partition?

64. A KVM will allow the user to:

65. Which of the following protocols uses port 21?

66. Which of the following utilities can be scheduled to run on boot to verify file system integrity?

67. An end user reports that their computer is making noise constantly. The technician notes that the hard drive activity light is on frequently. The technician finds plenty of free space on the drive. Which of the following BEST explains why the drive light is continuously active?

68. Which of the following explains a yellow exclamation point next to a device in the Device Manager?

69. Which of the following utilities can be used to view the start-up programs?

70. Which of the following should be done FIRST if a printer fails to print very large documents but prints smaller documents without issue?

71. Which of the following printer types uses a charged corona wire in the printing process?

72. Which of the following devices would MOST likely require a serial adapter to be installed on a modern PC?

73. Which of the following is the number of devices that can be daisy-chained to an IEEE 1394 port?

74. Which of the following wireless technology standards can operate at either 2.4GHz or 5GHz frequencies?

75. Which of the following ports does the Simple Mail Transfer Protocol use?

76. Which of the following is a setting on a CRT monitor that is often adjusted when a user reports headaches?

77. Which of the following would a technician enable on a router to allow specific devices to connect to the Internet?

78. Which of the following controls the connections between the processor and the AGP slot on a motherboard?