This CompTIA A+ 902 (3) quiz assesses skills in diagnosing and resolving common issues related to malware infection, system recovery, and software problems in computer systems. It is designed for individuals preparing for A+ certification, focusing on practical troubleshooting and security.
Emergency Repair Disk
Restore from OEM image
System Recovery
Restore from backup
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Copy the DLL file from a working PC and use the regsvr32 command to load the file
Run the Windows Update utility to manually reinstall the DLL file
Run the defrag utility to correct any fragmentation that may have damaged the file
Research the DLL file to identify the application it corresponds to before continuing
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Virus infection
Man-in-the-middle attack
Phishing attack
Malware infection
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Perform a force stop
Reset to factory default
Upgrade to a larger battery
Close running apps
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Create a restore point
Run O/S updates
Train the user of malicious software
Identify the type of malware
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Reload the OS using FAT32 instead of NTFS.
Change the disk from basic to dynamic
Run chkdsk with the /r switch and reboot the PC
Open the defrag utility and run a drive analysis.
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Educate the user regarding Internet browsing best practices
Update the anti-malware software on the user’s PC
Schedule scans and run update
Enable system restore and create restore point
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PRAM needs to be reset
ICloud is corrupted
The router needs to be rebooted
The upgrade needs to be uninstalled
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Restart the mobile device.
Update the device’s firmware
Uninstall the GPS-enabled app
Readjust the location settings
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Change the SSID to a different broadcast name
Add the intruding device to a blocked access list
Access the intruder’s device and shut it down
Shut down the device until the intruder is no longer in the area
Set up a WiFi analyzer to identify the intruding device
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Unpaired Bluetooth
Weak signal
Defective SD card
Malware
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Identify the problem
Document findings, actions and outcome
Verify full system functionality
Establish a theory of probable cause
Test the theory to determine cause
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Commercial license
Enterprise license
Seat license
Open source license
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Use safety goggles
Remove jewelry
Put on an ESD strap
Disconnect power
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So phishing attacks are not launched against employees of the organization.
So sensitive information, such as corporate passwords, is not stolen.
So man-in-the-middle attacks are not launched against the organization.
So sensitive information, such as social security numbers, is not stolen.
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Follow the customer’s prescribed course of action
Convince the customer to take a better course of action to resolve the issue.
Explain why the customer’s prescribed course of action is incorrect.
Acknowledge the customer’s input, but follow another course of action.
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Communicate status with customer and ensure successful call transfer
Remain on the line until the issue is resolved
Inform the customer that the issue cannot be resolved at this level
Tell customer that patience will be needed
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Disconnect power before inspecting the CRT power supply
CRT monitors should be serviced by qualified personnel
Have compressed air available to clear out the debris
Wear safely goggles to protect from the cathodes
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Path of shortest conductance
Path of lowest inductance
Path of highest voltage
Path of least resistance
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Tell the customer the issue needs to be escalated to a higher tier technician.
Ask the customer if they would mind holding for no more than two minutes to check resources.
Tell the customer this is the first time encountering the issue and to please be patient.
Ask the customer to please hold while a senior technician is consulted regarding the issue.
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Perform self-grounding
Unplug the computer power cable
Use an ESD strap
Require the electrical system be brought up to code
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Do not argue with the customer and/or be defensive
Use technical terms to assure customer confidence
Escalate the customer’s issue to a supervisor
Sympathize with the customer about issue
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Ground the computer and remove jewelry
Self ground and handle the new card by the edges.
Place the computer on an ESD mat
Attach an ESD strap to the new card during handling.
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Use compressed air to free the dust from the components and remove it with an ESD vacuum
Dampen an ESD cloth with denatured alcohol and use it to gently wipe the dust away
Use a shop vacuum with enough power to ensure all dust has been removed
Remove as much dust as possible by hand and use compressed air to blow the rest out
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The technician should replace the power supply
The technician should review disposal regulations
The technician should check the environment
The technician should remove jewelry
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Secure the workstation in a limited access facility
Document the incident, purge all policy violating materials
Immediately delete all unauthorized materials
Reprimand the user and apply a content filter to their profile
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Close any items of a personal nature
Reboot the computer and log back in
Capture a screen-shot of the error message
Take steps to reproduce the error
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Establish a theory of probable cause
Establish a plan of action and implement the solution
Document findings, actions and outcomes
Verify full system functionality and implement preventive measures
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The PC’s Windows firewall is misconfigured
The PC has an incorrect IP address configured
The PC is on the wrong wireless network
The PC does not have remote assistance turned on
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Quiz Review Timeline (Updated): Jan 18, 2023 +
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