A+ 220-602 IT Technician

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  • 1/95 Questions

    Which of the following is an important part of preventive maintenance?

    • Keeping the humidity high
    • Washing the inside of a computer
    • Keeping the temperature high
    • Getting rid of the dust
    • Shacking the computer
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About This Quiz

This quiz is for the second A+ exam the 220-602 to become IT Technician certified. For a better experience click yes on shuffle questions. Feel free to write your comment or suggestion. Updated April 2008

A+ 220-602 IT Technician - Quiz

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  • 2. 

    What should you do if you are running 10 minutes late to a customer site?

    • Do nothing

    • Call the customer if you are 30 minutes late

    • Call the customer to let him/her know that you are late

    • Call the customer if you can't make it

    • Send the customer a text message

    Correct Answer
    A. Call the customer to let him/her know that you are late
    Explanation
    If you are running 10 minutes late to a customer site, it is important to call the customer and let them know about the delay. This shows professionalism and courtesy towards the customer, allowing them to adjust their schedule accordingly. It also helps in maintaining good communication and trust with the customer.

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  • 3. 

    What is the protocol used in Internet?

    • IPX/SPX

    • Netbeui

    • TCP/IP

    • Netbios

    • TCC

    Correct Answer
    A. TCP/IP
    Explanation
    TCP/IP is the correct answer because it is the most widely used protocol in the Internet. TCP/IP stands for Transmission Control Protocol/Internet Protocol and it is a set of rules that governs the transfer of data over the Internet. It provides reliable and secure communication between devices connected to the Internet. TCP/IP is responsible for breaking data into packets, addressing them, and routing them to their destination. It also includes protocols like HTTP, FTP, and SMTP which enable various types of communication and services on the Internet.

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  • 4. 

    You are explaining to Jim that if you don't _______ it can cause PC parts to overheat.

    • Clean the keyboard

    • Keep the humidity high

    • Use liquid inside a computer

    • Remove the dust inside the PC

    • Shake the computer from time to time

    Correct Answer
    A. Remove the dust inside the PC
    Explanation
    You can remove dust with compressed air.

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  • 5. 

    What should you do when interacting with a customer?

    • Use first name

    • Explain your theory first

    • Listen to him/her

    • Fill out the papers

    • Drink coffe

    Correct Answer
    A. Listen to him/her
    Explanation
    When interacting with a customer, it is important to listen to them. This allows you to understand their needs, concerns, and preferences. By actively listening, you can provide better assistance and address their issues effectively. It shows respect and empathy towards the customer, making them feel valued and heard. Additionally, listening helps in building rapport and trust, leading to a positive customer experience.

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  • 6. 

    A great way to understand the customer's problem is to:

    • Ask her to write down the information

    • Point at her

    • Avoid eye contact

    • Interrupt her when you want to say something

    • Takes notes while she explains the problem

    Correct Answer
    A. Takes notes while she explains the problem
    Explanation
    Taking notes while the customer explains the problem is a great way to understand their problem because it allows the customer to fully express their concerns and provides an opportunity to capture important details. By actively listening and jotting down key points, the customer feels heard and understood, and it also helps the support staff to remember and refer back to the information later. This approach demonstrates attentiveness and professionalism, and it enables the support team to provide effective solutions based on the customer's specific needs.

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  • 7. 

    Which version offers a way to automatically download and install updates?

    • Windows XP

    • Windows 2000

    • Windows ME

    • Windows 98

    • Windows 95

    Correct Answer
    A. Windows XP
    Explanation
    Windows XP offers a way to automatically download and install updates. This feature is called Windows Update and it allows users to schedule automatic updates or manually check for updates. By enabling this feature, users can ensure that their operating system is up to date with the latest security patches and bug fixes.

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  • 8. 

    What's important to achieve customer satisfaction?

    • Have an expensive plan

    • Be prepared

    • Whatever happen. Don't ask for help

    • Recommend to change the software

    • Speak about something

    Correct Answer
    A. Be prepared
    Explanation
    Being prepared is important to achieve customer satisfaction because it allows a business to anticipate and address customer needs and concerns effectively. By being prepared, a company can provide prompt and accurate information, offer solutions to problems, and deliver a high level of service. This helps to build trust and confidence in the business, leading to increased customer satisfaction and loyalty.

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  • 9. 

    A customer reports that she is the only one in the company that cannot access the network resources. She is using Windows XP Professional and her IP is 169.254.107.199. What should you do?

    • Reinstall Windows

    • Run Ipconfig/release and Ipconfig /renew on her computer

    • Run ARP /a on her computer

    • Run fix /all in your computer

    • Run Nbstat on her computer

    Correct Answer
    A. Run Ipconfig/release and Ipconfig /renew on her computer
    Explanation
    The customer is unable to access network resources, which could indicate an issue with her IP address. Running Ipconfig/release and Ipconfig/renew on her computer will release and renew her IP address, allowing her to potentially establish a new connection to the network resources. Reinstalling Windows, running ARP /a, running fix /all, or running Nbstat would not directly address the issue of her inability to access network resources.

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  • 10. 

    What is either hardware or software that protects your computer or network from malicious users?

    • Router

    • Protocol

    • Kerberos

    • Firewall

    • Bridge

    Correct Answer
    A. Firewall
    Explanation
    A firewall is a security device, either hardware or software, that acts as a barrier between a computer or network and potential threats from malicious users. It monitors and controls incoming and outgoing network traffic based on predetermined security rules. Its main purpose is to prevent unauthorized access and protect against malicious activities such as hacking, viruses, and malware. Firewalls can be configured to block specific ports, IP addresses, or types of traffic, providing an additional layer of protection for your computer or network.

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  • 11. 

    Part of good communication is :

    • Don't be judgmental

    • Speak first

    • Use tech language

    • Interrupt the customer when you know the answer

    Correct Answer
    A. Don't be judgmental
    Explanation
    Good communication involves not being judgmental towards others. When we are judgmental, we tend to make assumptions, criticize, or form opinions about others without fully understanding their perspective. This can hinder effective communication as it creates a barrier between individuals and prevents open and honest dialogue. By avoiding judgment, we create a safe and respectful environment where everyone feels heard and valued, leading to better understanding and collaboration.

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  • 12. 

    What is the term when we speak about a device that can be plugged into a USB port while the computer is on?

    • PCI

    • USB-swappable

    • Cold-swappable

    • Interleaving

    • Hot-swappable

    Correct Answer
    A. Hot-swappable
    Explanation
    Hot-swappable refers to a device that can be plugged into a USB port while the computer is on, without the need to restart or shut down the computer. This allows for easy and convenient connection and disconnection of devices without disrupting the computer's operation.

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  • 13. 

    What you shouldn't forget to do in front of a customer?

    • To offer him/her a drink.

    • To tell your rates

    • Identify your self and your organization

    • To fill out the paperwork

    • To recommend an on site visit

    Correct Answer
    A. Identify your self and your organization
    Explanation
    In front of a customer, it is important to identify yourself and your organization. This helps establish credibility and professionalism. By introducing yourself and your company, the customer knows who they are dealing with and can trust the information or services being provided. It also creates a personal connection and allows the customer to address any concerns or inquiries directly to the appropriate person or organization.

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  • 14. 

    What is used from Microsoft to prevent unlicensed use of software?

    • Boot license

    • Windows start up activation

    • Bios active menu

    • Windows product activation

    • Windows prevention software

    Correct Answer
    A. Windows product activation
    Explanation
    Windows product activation is used by Microsoft to prevent unlicensed use of software. This feature requires users to activate their copy of Windows by entering a unique product key. This helps ensure that only genuine and licensed copies of the software are being used, discouraging piracy and unauthorized use.

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  • 15. 

    What should you try first when an application locks up?

    • Press Ctrl + alt

    • Press the power button

    • Press Esc

    • Press Ctrl + alt + delete

    • Double click My computer

    Correct Answer
    A. Press Ctrl + alt + delete
    Explanation
    You press Ctrl + alt + delete to call the task manager

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  • 16. 

    Which of the following passwords will probably be the most secure one?

    • Unit23

    • Allymo

    • S-12vta

    • Ttt123

    • Johnash

    Correct Answer
    A. S-12vta
    Explanation
    The combination of letters numbers and non alphanumeric make the strongest password.

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  • 17. 

    The printer suddenly stops working and you see smoke coming out. What should you do first?

    • Call your supervisor

    • Call your wife

    • Unplug the printer

    • Call the fire department

    • Get a fire extinguisher

    Correct Answer
    A. Unplug the printer
    Explanation
    The fire has not started yet.

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  • 18. 

    Using a normal vacuum cleaner inside a PC can cause

    • Humidity

    • Heat

    • ESD

    • Dust

    • Overclocking

    Correct Answer
    A. ESD
    Explanation
    Using a normal vacuum cleaner inside a PC can cause ESD (Electrostatic Discharge). ESD occurs when there is a sudden flow of electricity between two objects with different electrical charges. The vacuum cleaner, being an electrical device, can generate static electricity which can discharge onto sensitive electronic components inside the PC. This can lead to damage or malfunctioning of the components. Therefore, it is important to use specialized ESD-safe tools and equipment when cleaning the inside of a PC to prevent any potential harm.

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  • 19. 

    When a user boots his computer the monitor goes black. After investigating you find out that he set the refresh rate to high. How can you fix this problem?

    • Reboot the computer

    • Boot on safe mode

    • Press F1 while booting

    • Delete the boot.ini file

    Correct Answer
    A. Boot on safe mode
    Explanation
    On safe mode allow you to have simple video settings. Then you can fix the problem.

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  • 20. 

    What is a feature of virus shields?

    • They reduce the amount of spam

    • They protect against pishing

    • They protect against hackers

    • They stop pop-ups

    • They automatically scan e-mails, downloads, and running programs

    Correct Answer
    A. They automatically scan e-mails, downloads, and running programs
    Explanation
    A feature of virus shields is that they automatically scan e-mails, downloads, and running programs. This means that the virus shield software is designed to continuously monitor and check these aspects of a computer system for any potential threats or malicious files. By doing so, it helps to detect and prevent the spread of viruses, malware, and other harmful elements that could harm the system or compromise the user's data and privacy.

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  • 21. 

    What type of printer has a print head with pins that moves across the paper?

    • Thermal

    • Laser printer

    • Dot matrix

    • Ink jet

    • Middle jet

    Correct Answer
    A. Dot matrix
    Explanation
    A dot matrix printer has a print head with pins that moves across the paper. These pins strike an ink ribbon, transferring ink onto the paper to create characters and images. This type of printer is known for its ability to produce high-quality, durable prints, making it suitable for applications such as printing receipts, invoices, and forms.

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  • 22. 

    What is the term to describe the right to use the software?

    • Copyright

    • Installation copy

    • Digital signature

    • License

    • User right

    Correct Answer
    A. License
    Explanation
    A license is a legal agreement that grants the right to use a software. It outlines the terms and conditions under which the software can be used, including any restrictions or limitations. Obtaining a license is necessary to legally use the software and ensures that the user has the right to access and utilize its functionalities. Therefore, the term to describe the right to use the software is "License".

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  • 23. 

    Select the correct order in installing a CPU. 1. Install the cooling system 2. Lower the release lever arm 3. Holding the CPU by its edges, position it over the socket 4. Lift the release lever arm 5. Locate the orientation mark on the corner of the CPU and socket

    • 1 2 4 5 3

    • 4 5 3 2 1

    • 3 2 1 4 5

    • 4 3 2 5 1

    • 4 5 1 2 3

    Correct Answer
    A. 4 5 3 2 1
    Explanation
    The correct order in installing a CPU is 4 5 3 2 1. First, you need to lift the release lever arm to prepare the socket. Then, locate the orientation mark on the corner of the CPU and socket to ensure proper alignment. Holding the CPU by its edges, position it over the socket. Lower the release lever arm to secure the CPU in place. Finally, install the cooling system to ensure proper heat dissipation.

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  • 24. 

    What type of service is DHCP?

    • Name resolution

    • Addressing

    • E mail

    • Security layer

    • Remote control

    Correct Answer
    A. Addressing
    Explanation
    DHCP stands for Dynamic Host Configuration Protocol, which is a network management protocol used to assign IP addresses and other network configuration parameters to devices on a network. Therefore, the correct answer is "Addressing" as DHCP is primarily responsible for providing addressing information to devices on a network.

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  • 25. 

    What are the symptoms of a dried out ink nozzle?

    • Paper jams

    • Missing lines or dots on the page

    • Lines on the page

    • Print Heads that don't move

    Correct Answer
    A. Missing lines or dots on the page
    Explanation
    When an ink nozzle is dried out, it can result in missing lines or dots on the printed page. This occurs because the dried ink prevents the nozzle from properly dispensing ink onto the paper. As a result, certain areas of the page may appear blank or have incomplete printing.

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  • 26. 

    Your new laptop has built-in wireless but it isn't connecting to the access point. Which of the following could be the cause?

    • The NiC's driver is incorrect

    • The NIC is turned off

    • The NiC's encription is not enabled

    • The NIC has shorted out

    Correct Answer
    A. The NIC is turned off
    Explanation
    The most likely cause for the laptop not connecting to the access point is that the NIC (Network Interface Card) is turned off. If the NIC is turned off, it will not be able to establish a connection with the access point. The other options, such as incorrect driver, encryption not enabled, or shorted out NIC, may also cause connectivity issues, but the most common and simplest explanation would be that the NIC is turned off.

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  • 27. 

    Which protocol is used to transfer files between TCP/IP systems?

    • TFP

    • FTP

    • POP3

    • HTTPS

    • SMTP

    Correct Answer
    A. FTP
    Explanation
    FTP (File Transfer Protocol) is the correct answer because it is the protocol specifically designed for transferring files between TCP/IP systems. TFP, POP3, HTTPS, and SMTP are all different protocols used for various purposes such as email communication (POP3 and SMTP) and secure web browsing (HTTPS), but they are not specifically designed for file transfer between systems.

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  • 28. 

    If you have a PC with an ATX motherboard and case, can you replace it with a BTX motherboard?

    • Yes

    • Yes, if you set the jumpers

    • Yes, if you add more screw holes

    • Yes, if you remove some ports

    • No

    Correct Answer
    A. No
    Explanation
    No they are not interchangeable

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  • 29. 

    Which one of the following errors, means that the BIOS cannot read the partition table information?

    • Hard Drive crash

    • Drive cannot be recovered

    • Replace SCSI bus

    • Bad RAM

    • Invalid drive or drive specification

    Correct Answer
    A. Invalid drive or drive specification
    Explanation
    Invalid drive or drive specification means that the BIOS is unable to read the partition table information. This error occurs when the BIOS is unable to recognize the drive or the drive's specifications are not compatible with the system. It could be due to incorrect settings in the BIOS, faulty cables or connections, or a defective drive.

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  • 30. 

    While troubleshooting a printing problem. The customer start explaining in great detail what he was trying to do, when he tried to print and the fix he tried to do. At what point should you interrupt him?

    • After he describe the first problem

    • As soon as you understand the problem

    • If you are late

    • As soon as you have the solution

    • Never

    Correct Answer
    A. Never
    Explanation
    The customer should never be interrupted while explaining the problem, regardless of how much detail they provide. It is important to listen attentively to the customer's explanation in order to fully understand the issue and gather all relevant information. Interrupting the customer may cause frustration and hinder effective troubleshooting.

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  • 31. 

    You want to assign a specific drive letter to a CD-ROM. which utility would allow you to do that.?

    • Removable storage

    • Printer and faxes

    • Services

    • Device Manager

    • Disk Management

    Correct Answer
    A. Disk Management
    Explanation
    Disk Management is the utility that allows you to assign a specific drive letter to a CD-ROM. This utility allows you to manage and configure disk drives, including assigning drive letters to different devices. By using Disk Management, you can easily assign a specific drive letter to your CD-ROM, making it easier to access and use the device.

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  • 32. 

    If loose toner come out from a page. What can be the cause?

    • Transfer roller

    • The laser is not working

    • Fuser is not reaching the proper temperature

    • The scanning mirror need to be cleaned

    Correct Answer
    A. Fuser is not reaching the proper temperature
    Explanation
    If loose toner is coming out from a page, it indicates that the fuser is not reaching the proper temperature. The fuser is responsible for melting the toner onto the paper, and if it is not reaching the correct temperature, the toner will not properly adhere to the page and may come loose. This can result in smudging or loose toner particles on the printed page.

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  • 33. 

    What tool is used to troubleshoot problems with windows, applications, etc...?

    • Event checker

    • Troubleshooter

    • Event viewer

    • Chkdsk

    • NTcheck

    Correct Answer
    A. Event viewer
    Explanation
    You can click on run and type eventvwr.

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  • 34. 

    What is the process of using or manipulating people to gain access to network resources?

    • Hacking

    • Network engineering

    • Social engineering

    • Overclocking

    • Social attack

    Correct Answer
    A. Social engineering
    Explanation
    Social engineering is the process of using manipulation or deception to gain unauthorized access to network resources. It involves exploiting human psychology and social interactions to trick individuals into revealing sensitive information or performing actions that compromise the security of a network. Unlike hacking or network engineering, social engineering relies on exploiting human vulnerabilities rather than technical vulnerabilities. Overclocking and social attack are unrelated to the process of gaining access to network resources through manipulation.

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  • 35. 

    Which of the following user account is created on a local computer and allow a user access to only that computer?

    • Central user

    • Global user

    • Built in user

    • Local user

    • Guest

    Correct Answer
    A. Local user
    Explanation
    On a local computer is local user on a domain is global user

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  • 36. 

    Can be used to test a serial, parallel, USB, Network or other ports.

    • Ground plug

    • Network cable tester

    • Ac outlet

    • Tester

    • Loop back plug

    Correct Answer
    A. Loop back plug
    Explanation
    A loop back plug can be used to test a serial, parallel, USB, network, or other ports by creating a loop within the system. It allows the signal to be sent from the port and looped back to the same port, effectively testing the functionality of the port. This is useful for diagnosing any issues or faults in the port and ensuring that it is working properly.

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  • 37. 

    When should you ask permission to use customer property?

    • Never

    • Always

    • To use the phone

    • If the customer is older than you

    • To use the keyboard

    Correct Answer
    A. Always
    Explanation
    You should always ask for permission when using customer's property.

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  • 38. 

    The ____ is a plan that helps prevent failures and reduce repair costs and downtime:

    • Disaster recovery plan

    • Recovery plan

    • Preventive maintenance plan

    • Network failure plan

    • Assistance Plan

    Correct Answer
    A. Preventive maintenance plan
    Explanation
    A preventive maintenance plan is a strategy put in place to proactively address potential failures and minimize repair costs and downtime. It involves regularly scheduled inspections, maintenance tasks, and repairs to keep equipment and systems in good working condition. By identifying and addressing issues before they become major problems, a preventive maintenance plan helps to prevent failures and reduce the need for costly repairs or replacements. This approach can also help to extend the lifespan of equipment and improve overall operational efficiency.

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  • 39. 

    What term is used to describe one way to replicate an entire drive?

    • Partitioning

    • Disk copy

    • Disk replication

    • Disk Imaging

    Correct Answer
    A. Disk Imaging
    Explanation
    Disk imaging is the term used to describe one way to replicate an entire drive. Disk imaging involves creating an exact copy or image of the entire drive, including all partitions, files, and data. This image can then be used to restore the drive to its original state or to transfer the entire drive to another system. Disk imaging is commonly used for backup and recovery purposes, as well as for system migration or deployment.

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  • 40. 

    You have accepted a certificate but you are not sure if you did the right thing. How can you remove the certificate?

    • You open Internet Explorer and select Internet options

    • You run Disk Cleanup

    • You go to Task manager

    • You can't change certificates

    • You go in Windows Firewall

    Correct Answer
    A. You open Internet Explorer and select Internet options
    Explanation
    On the content tab in Internet options there are 3 buttons to clear the SSL state, certificates and Publishers

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  • 41. 

    Which component(s) prevent reflection on a bus topology network?

    • Terminator

    • Crossover cable

    • Uplink port

    • Multiple station

    • Loop back plug

    Correct Answer
    A. Terminator
    Explanation
    Terminators are the components that prevent reflection on a bus topology network. Reflection occurs when a signal bounces back and interferes with the original signal, causing errors and data loss. Terminators are placed at both ends of the network to absorb and terminate the signal, preventing it from bouncing back. They ensure that the signal travels in only one direction, maintaining the integrity and efficiency of the network.

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  • 42. 

    What's the first step in troubleshooting a printer or scanner?

    • Check the network

    • Go to the manufacturer's website

    • Interview the user

    • Open the printer/scanner

    • Call your supervisor

    Correct Answer
    A. Interview the user
    Explanation
    The first step in troubleshooting a printer or scanner is to interview the user. By speaking with the user, you can gather information about the issue they are experiencing, any error messages they have encountered, and any recent changes or incidents that may have caused the problem. This step helps to identify the specific problem and provides valuable insights for further troubleshooting steps.

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  • 43. 

    In a Dot Matrix printer if you get a poor print quality, what should you check first?

    • Printer cable

    • Printer Head

    • Laser beam

    • Ribbon

    • Scanner

    Correct Answer
    A. Ribbon
    Explanation
    If you get a poor print quality in a Dot Matrix printer, the first thing you should check is the ribbon. The ribbon is responsible for transferring ink onto the paper, so if it is worn out or not properly aligned, it can result in poor print quality.

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  • 44. 

    What should you do when cleaning the glass of a flat bed scanner?

    • Leave the scanner on

    • Use isopropyl alcohol

    • Unplug the scanner

    • Call your supervisor

    • Look at the MSDS

    Correct Answer
    A. Unplug the scanner
    Explanation
    When cleaning the glass of a flat bed scanner, it is important to unplug the scanner before starting the cleaning process. This is necessary to ensure safety and prevent any potential damage to the scanner or risk of electric shock. Unplugging the scanner ensures that there is no power supply to the device, reducing the chances of accidents or malfunctions during the cleaning process.

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  • 45. 

    When troubleshooting, what is the first step?

    • Check the obvious

    • Turn the computer on

    • Make assumption

    • Analise the problem without making an initial determination

    • Speak about your certifications

    Correct Answer
    A. Check the obvious
    Explanation
    The first step in troubleshooting is to check the obvious. This means looking for any obvious issues or problems that may be causing the trouble. This could include checking if all cables are properly connected, if the device is powered on, or if any error messages are displayed. By checking the obvious first, it helps to quickly identify and resolve any simple or easily fixable problems before moving on to more complex troubleshooting steps.

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  • 46. 

    Select the true statement about notched ribbon cables.

    • Can be inserted in both ways

    • The last pin is marked with a red color

    • Doesn't exist

    • Can be inserted in one way.

    • They need to be terminated

    Correct Answer
    A. Can be inserted in one way.
    Explanation
    In Floppy Drive cables the first pin is marked with red.
    Notched cables goes only in one way.

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  • 47. 

    What conditions are optimal in the area where you are storing computer components? Select all that apply.

    • Warm

    • Cool

    • Dry

    • Humid

    • Sunny

    Correct Answer(s)
    A. Cool
    A. Dry
    Explanation
    Cool and Dry is a good environment for storing components, while is not so good when you need to work with ESD sensitive components.

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  • 48. 

    What is the best action during an lighting storm?

    • Pray that it stops

    • Turn the computer off

    • Use a surge suppressor

    • Unplug the printer

    • Unplug all the cables from the outlet

    Correct Answer
    A. Unplug all the cables from the outlet
    Explanation
    During a lightning storm, the best action to take is to unplug all the cables from the outlet. This is because lightning can cause power surges that can damage electronic devices and appliances. By unplugging the cables, you are effectively disconnecting the devices from the electrical source, protecting them from potential damage. Praying that the storm stops or turning off the computer may not be effective in preventing damage from a power surge. Using a surge suppressor can offer some protection, but unplugging the cables is the safest option.

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  • 49. 

    A temporary voltage reduction is referred as ______

    • Spike

    • AMP

    • Swell

    • Brownout

    • Surge

    Correct Answer
    A. Brownout
    Explanation
    A Sag is a drop in voltage for a shorter period than Brownouts

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  • Mar 22, 2022
    Quiz Edited by
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  • Jan 30, 2008
    Quiz Created by
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