Maximum amount of memory that can be installed
Operating system compatibility
Type of connectors that will be on the motherboard
Number of expansion slots
Quantity of memory
Number of USB interfaces
The quantity of memory must exceed the size of the swap file.
The memory must be compatible with the motherboard.
The new memory must be the same type as the memory already present.
The memory must be as fast as the cache found in the CPU.
The speed of the new memory must be the same or faster than the existing memory.
Source file format
Brightening and darking
Physical type of memory
Number of memory slots available
Change to a networking operating system.
Upgrade the operating system.
Add more RAM to the printer.
Change to a newer version of the firmware.
Reinstall the print driver.
A single USB connection to a computer can support up to 255 separate devices.
It offers rates of around 580 Mb/sec in low-speed mode.
It allows up to 920 Mb/sec in the 2.0 version.
It can supply power from the computer to devices.
15 ft (4.5 m
20 ft (6 m)
27 ft (8 m)
30 ft (9 m)
Biometric authentication device
Revolutions per minute
Pages per minute
Clusters per minute
Type of processor supported
Maximum memory supported
Printer toner cartridges
Wipe down the exterior with a lint-free, damp soft cloth.
Open the case and check for any loose connections.
Turn off and remove the power source.
Replace any suspected bad components with known good components.
Store all computer components in clear plastic bags.
Ensure antistatic mats are on the workbench and floor.
Wear an antistatic wrist strap.
Ensure that all flooring is carpeted.
Keep all components in antistatic bags.
Antistatic wrist strap
The material safety data sheet
The insurance policy of the company
The local hazardous materials team
The regulations provided by the Occupational Safety and Health Administration
A BIOS updater
All of the components should be disposed of into landfills.
All of the components should be properly incinerated.
All of the components should be recycled whenever possible
All of the components should be sealed in containers and disposed of into landfills.
Household vacuum cleaner
Can of compressed air
Network traffic monitor
Avoid using magnetized tools.
Only use hand tools from the same vendor.
Wear ESD protection to repair monitors in humid environments.
Avoid using ESD wrist straps and ESD mats simultaneously.
Mild cleaning solution
20-pin ATX connector
20-pin ATX connector
Soap and water
A diluted ammonia solution
Remove the floppy drive using Add/Remove Hardware.
Replace the floppy drive.
Connect the data cable making sure that the colored stripe on the cable is aligned with pin 1 on the drive and the motherboard.
Change the jumper setting to master for the floppy drive.
The IDE cable has a colored stripe on one edge.
The floppy cable motherboard connector is normally gray.
The IDE cable is gray.
The floppy cable has a twist in the cable.
Before the computer is powered on
During the Windows load process
During the POST
After the POST, but before Windows starts to load
Buy RAM that is the same color as the memory sockets on the motherboard.
Ensure that the RAM chip is the same size as the ROM chip.
Ensure that the RAM is compatible with the peripherals installed on the motherboard.
Check the motherboard manual or manufacturer's website.
It issues a number of short beeps.
The LED on the front of the computer case flashes a number of times.
It places an error message in the BIOS.
It locks the keyboard.
Format all the existing files with the NTFS File tool.
Create a new NTFS partition and copy the files into the new partition. The existing partition can not be changed
Run the Microsoft Convert utility.
Overwrite the FAT32 file system with NTFS. Files will automatically be added to the new file system.
Boot to Emergency Recovery State
Boot to Last Known Good Configuration
Boot to Recovery Console
Boot to Start Windows Normally
The operating system will fail to load.
The BIOS setup utility will start automatically.
The computer will reboot continuously.
The initial self-test will fail to load.
The technician will be able to create the partitions when the F7 key is pressed after the product key has been entered.
The technician will be able to create the partitions at the start of the installation process.
The technician will be able to create the partitions as the final step in the installation process.
The technician will have to create the second partition once the installation process has finished.
Run the Sysedit utility from the command line.
Run the Autoupdate utility from the command line.
Run the Automatic Updates utility from the Control Panel.
Click the Update icon in the System Tray.
Right-click My Computer and then choose Advanced > Updates.
Run HWINFO.EXE to verify that all devices are listed.
Use the Windows XP Msconfig utility to prove that all the devices are operational.
Use the Windows XP Testall utility to confirm that the devices are operational.
Use the Device Manager utility to ensure that all the devices are operational.
In Device Manager, right-click Windows XP, and then choose Properties > Safe Mode.
Click Start > Reboot > Safe Mode.
Reboot the system and press Del or F2 depending on the system.
Reboot the system, press and hold F8 until a menu is displayed, and then select Safe Mode.
Before an operating system update
Before installing a new device driver
Once a month
Before formatting the hard disk
After moving viruses to the virus vault for quarantine
My Network Places
The Microsoft Compatibility Assistant
The Windows XP Hardware Compatibility List
The Microsoft Knowledge Base
The Windows XP manual
Windows Disk Manager
A docking station has fewer ports.
A docking station may have PCI slots for expansion cards and speakers.
A docking station may have a built-in display.
A docking station has a universal connector so that it can be used with all laptops.
APM power management mode must be configured in the BIOS before ACPI can be used to configure power.
ACPI power management mode must be enabled in the BIOS before Windows XP can be used to configure power management.
APM power management mode must be disabled in the BIOS so that Windows XP can be used to configure power management.
All power management settings must be disabled in the BIOS so Windows can be used to manage ACPI.
3, 2, 4, 1
2, 3, 4, 1
2, 4, 1, 3
3, 2, 1, 4
It reduces the processing time needed by end-user applications.
It reduces CPU power consumption and heat production.
It reduces the amount of CPU resources needed by system applications.
It avoids the need to increase the clock speed of the laptop processor.
USB flash drive
Integrated LCD screen
The device does not need a driver to interface with the computer OS.
The laptop does not need to be powered off to install or remove the device.
The device can be connected using more than one type of port.
The device can interface with the laptop wirelessly.
Select Advanced Settings from within the BIOS.
Select Power Options from within the Control Panel.
Select Power from within Administrative Tools.
Select Configure Power Settings from within Computer Management
Connect the projector to the s-video port.
Press the function key that will redirect the video output to the external monitor.
Try a different laptop.
Try a different projector.
Spray ionized solution inside the drive.
Use an electrostatic vacuum cleaner.
Blow the dust with compressed air from the inside.
Use a cleaning disc for optical drives.
Transfer corona wire
Carbon-copy printing ability
Print speeds up to 200 ppm
High-resolution printing ability
Individual color cartridges
Toner for inkjet printers is expensive.
It offers poor print quality.
The nozzles can get obstructed.
It takes a lot of time to warm up.
It produces vivid color prints.
It warms up quickly.
The ink used is considerably cheaper.
The used-ink cartridges can be refilled.
Image Text Converter
Optical Character Recognition
Optical Text Recognition
Character Image Recognition
Website for scanner manufacturer
Microsoft Update website
Scanner installation disk
Windows Device Manager
Windows hardware profiles
Place the customer on hold to allow time to calm down.
Ask the customer for permission to be transferred to a manager.
Maintain a positive tone of voice and offer to help solve the problem.
Talk to the customer in a stern tone of voice to gain control of the conversation.
Use simple step-by-step instructions.
Explain possible causes of the problem to the customer.
Criticize the customer to prevent the possibility of repeating the problem in the future.
Ask to set up a conference call with a level 2 technician.
Speak in plain terms.
Send chain letters via e-mail to minimize time needed to spread information.
Begin each e-mail with an appropriate greeting.
Use all capital letters to make reading easier.
E-mail information that would be difficult to say in person.
Avoid replying to "flames".
Document all information on the work order
Update the operating system
Upgrade the BIOS
Prioritize the problem
Gather information from the customer
Take calls only from customers that are knowledgeable about computers.
Take frequent gaming breaks.
Go for a quick walk.
Listen to soothing sounds.
Practice relaxed breathing.
Politely interrupt to refocus the customer.
Encourage conversation to gain the customer's trust.
Gather as much information as possible while the customer is talking.
Ask open-ended questions.
Allow the customer to talk for one minute and then ask closed-ended question to regain control of call.
Listen carefully and attempt to solve the customer's problem.
Explain to the customer that company policy is not to tolerate verbal abuse and that the call will be terminated unless the customer's language is moderated.
Explain why the previous service was appropriate and under no circumstances admit to there being any deficiencies in the previous service.
Schedule a meeting with the customer, another technician, and the manager.
Impressions of the customer
Explain the SLA terms and conditions.
Determine the level of knowledge that the customer possesses about computers.
Place angry customers on hold immediately.
Use brief communication to establish a one-to-one connection with the customer.
Call the customer by name.
Place customers on hold as soon as the issue is identified. The on-hold message will inform customers that they have been placed on hold.
As soon as the issue has been identified, tell customers that you need to put them on hold, then immediately place them on hold.
Ask and wait for permission before placing customers on hold.
Do not place customers on hold. Ask them to call back in an hour when the issue would have been researched and a solution found.
Place the customer on hold to allow the customer time to become calmer.
Allow the customer to explain the problem, possibly dispelling some of the anger.
Discuss possible causes of the problem.
Sympathize with the customer's problem.
Try to minimize the significance of the problem.
Interrupt the customer immediately to explain the solution.
Interrupt the customer at the earliest opportunity because you know what they are going to say.
Wait until the customer has finished speaking, and then explain the possible solution.
Ask the customer to complete the explanation as quickly as possible because a possible solution is known.
Acceptable working conditions
A customer wishes to change the details of the contact person on the SLA.
A customer wants two new computers added to the existing SLA without additional cost.
The customer is asking to upgrade the level of service and is willing to pay the price difference.
An unhappy customer calls to get clarification of the costs and penalties of the SLA.
Talk over the customer and quickly gather the necessary information to help them.
Allow the customer to speak without interruption and then try to use closed-ended questions to gather data.
Use open-ended questions and repeat all the information back to the customer to politely show that they are giving too much unnecessary information.
Politely step in and gain control of the call by asking the customer social questions.
Direct the customer to various vendor Web sites.
Complete a work order documenting the cause of the problem.
Identify the problem.
Gather information from the customer.
Personalize the call by periodically asking questions unrelated to the computer problem.
Allow the customer to speak without interruption.
Use technical terms to determine the level of knowledge the customer possesses.
Ask only closed-ended questions.
Refer to the customer by name whenever possible.
Use jargon, abbreviations, and acronyms relating to computer repair
Possess good listening skills
Be willing to work long hours
Display professional behavior at all times
Be willing to talk strongly to difficult customers
Broadcast the default SSID.
Keep the default administrator password for the access point.
Enable MAC filtering.
It disables SSID broadcasting, which prevents unauthorized users from accessing the network.
It encrypts the data that is broadcast between the wireless access point and the wireless clients.
It restricts computer access to a wireless access point.
It transmits signals only within the network area.
Disclosing passwords to company personnel only
Guiding visitors within the premises and escorting them personally when they leave
Keeping hidden from public view any passwords that are posted in the work area
Sharing access cards with other employees
E-mail bomb attack
SYN flood attack
Notification for downloading available updates will be displayed when the computer is rebooted.
The update will be lost.
The update for the computer will be queued on the website.
The update will be installed as soon as the computer is powered on.
A biometric sensor
A card key
A key fob
A smart card
Virus definition tables
Disabling the broadcast of SSID
Installing the WAP protocol
Filtering the MAC addresses of computers
Retaining the original firmware on all wireless devices
Using 64-bit encryption as per the WEP standard
Computers receive a token that allows them to send a message. They then pass the token to the next computer.
Computers listen to the network for clearance to send data.
Each computer that is connected to the network transmits data on a different frequency.
Each time slot on the network is allocated to a different computer. A computer can only transmit in the allocated time slots.
Category 5 UTP
Category 6 STP
Perform basic addressing
Pass control information
Carry the data stream
Broadcast timing data
It is installed on the computer by the user.
It is usually distributed with downloaded software.
It monitors activity on the computer and sends this information to the organization that launched it.
It prevents opening of extra windows on the computer without the consent of the user.
Denial of service
Ping of death
Submit a schedule to the manufacturer of when updates should be available
Developing patches and updates
Author signature files
Installing patches and updates
Supported by IEEE 802.3 standards
Supported by IEEE 802.5 standards
Typically uses an average of 16 Mb/s for data transfer rates
Uses a bus logical topology
Uses a ring topology
Signed drivers prevent physical damage to devices.
An unsigned driver can cause files to be fragmented as they are processed.
A signed driver has passed Microsoft's quality lab test and prevents a system from being compromised.
All companies making devices for a Windows computer have to have Microsoft sign off on the new driver before it can be added to the operating system.
A signed driver has been approved by the company that created the device driver.
Upside down to avoid blowing the dust upward
Upright to avoid fluid leakage
Inside the PC at close distance to the motherboard
Outside the PC to avoid blowing dust outside the PC
Were any recent updates performed?
Has anyone installed new software in the past two days?
Are you the only user to use the PC recently?
What happens when the PC is powered on?
Apply a vacuum cleaner to the disk slot.
Use a drive cleaning kit.
Spray an isopropyl alcohol based cleaner into the hole provided in the drive.
Remove heads and clean with a mild detergent.
Use compressed air and lint-free cotton swabs.
Use cotton swabs and denatured alcohol.
Use a vacuum cleaner.
Use glass cleaner and a lint-free cloth.
To store the system swap file
To implement RAID and provide fault tolerance
To speed up the Internet download speed
To install a second operating system
To decrease the time needed for defragmentation
Install new memory.
Reseat the processor.
Verify that heat sink fans are connected to the power supply.
Verify CPU compatibility with the motherboard and BIOS version.
Flash the CPU instruction set.
Hard drive failure
Video card failure
Vacuum all dust and debris from the computer.
Remove all dust and debris from the computer using a can of compressed air.
Clean the internal components of the computer using a non-abrasive spray cleaner and an anti-static sponge.
Clean the inside of the computer using a lint-free cloth and a pencil to dislodge stuck or embedded debris.
Shake the cable to determine if function is intermittent.
Replace the cable with a "known good" cable.
Unplug the cable and plug the cable in to guarantee connection.
Reboot the device and look for link lights.
Hard drive failure
The technician should attempt to repair the power supply. If the attempt is unsuccessful, the power supply should be thrown in the trash and replaced.
The technician should attempt to repair the power supply. If the technician is unsuccessful, the power supply should be replaced with a power supply of equal or greater wattage.
No attempt should be made to repair the power supply. The power supply should be replaced with a power supply of equal or greater wattage.
Power supplies should always be replaced with components of equal or less wattage to avoid damage to the system from excess power to internal components.
3 ft (1 m)
10 ft (3 m)
33 ft (10 m)
100 ft (30 m)
330 ft (100 m)
Replace the AC adapter.
Replace the battery.
Replace the CPU.
Replace the laptop.
The CPU reduces the number of operations by cycle.
The BIOS can use more RAM for I/O buffer space.
The CPU is now able to implement throttling.
The hard disk swap file is read less frequently.
The hard disk partitions are automatically extended.
Add/Remove Hardware utility
Administrative Tools utility
System Properties dialog box
Windows BIOS wizard
Ground to the power supply before opening the laptop cover.
Backup all data stored on the laptop.
Check the warranty to see if repairs must be done by an authorized service center.
Place a piece of tape over the CD laser so it doesn’t damage someone’s eyes when the laptop case is opened.
Disconnect the battery to insure it is not the problem.
Show the client how they alone are responsible for the failure.
Train the client how to fix the problem themselves.
Complete all relevant documentation.
Discuss the results with the customer.
Present the client with an itemized bill.
It contains toxic material that can leak if mishandled.
A laptop battery is delicate and breaks easily.
Laptop batteries can explode if mishandled or improperly charged.
It is against the law to mishandle a laptop battery.
Gathering data from the customer
Verifying the obvious issues
Trying quick solutions first
Gathering data from the customer
Evaluating the problem and implementing the solution
PC Card Type 1
Automatic document feeder
Start > System > Printers and Faxes, right-click the printer, and then select Set as Default Printer
Start > System > Hardware > Printers, right-click the printer, and then select Set as Global Printer
Start > Printers and Faxes > Set Default Printer, and then select the printer
Start > Control Panel > Printers and Faxes, right-click the printer, and then select Set as Default Printer
Sending print jobs for at least two minutes to verify the printer speed.
Configuring the highest resolution before printing to check the printer memory
Using different types of paper trays for special paper sizes
Using only new paper sheets to determine any pre-existing problem with the print head
Use a separate print server.
Download a network-compliant driver.
Update to a networking firmware.
Connect to a networked computer and share the printer.
Install a NIC to the printer.
Reset the printer.
Print an extended test page.
Upgrade printer firmware.
Print the maintenance page.
Reset the counters.
The environment damaged the drum.
The laser printer cartridge was refilled.
The incorrect type of paper is being used.
The toner is damp from the humidity and is unable to develop.
The paper absorbed moisture from the air and is damp.
Fuser in laser printers
Ribbon in dot matrix printers
Corona wire in laser printers
Paper-handling machinery in inkjet printers
Roller surfaces in dot matrix printers
Use a damp cloth.
Use a cotton ball with isopropyl alcohol.
Use a vacuum cleaner with HEPA filtration.
Use a cleaning solution with a toner remover.
Use a can of compressed air to blow the particles away.
Type of ink
Type of operating system
Type of print server
Add more RAM to the scanner.
Change the paper quality.
Calibrate the scanner.
Upgrade the scanner firmware.
Verify the scanner firmware.
Disconnect and reconnect the scanner from any source of energy.
Restore the scanner quality to the original settings.
Clean the scanner glass and check for scratches.
Restore the printer quality to normal setting.
Replace the print head.
Check the printer manual for RAM specifications.
Clean the print head by running the cleaning utility.