IT Essentials V5.0 Chapter 4 Exam

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IT Essentials V5.0 Chapter 4 Exam - Quiz

Mastery of the computer reinstall, BIOS and replacing parts


Questions and Answers
  • 1. 

    What is part of creating a preventive maintenance plan?

    • A.

      Performing hardware upgrades

    • B.

      Performing a forensic audit of security breaches

    • C.

      Documenting the details and frequency of each maintenance task

    • D.

      Discarding all replaced parts

    Correct Answer
    C. Documenting the details and frequency of each maintenance task
    Explanation
    Creating a preventive maintenance plan involves documenting the details and frequency of each maintenance task. This includes keeping a record of what maintenance tasks need to be performed, when they need to be done, and any specific details or instructions for each task. By documenting this information, it helps ensure that maintenance tasks are performed regularly and consistently, reducing the likelihood of equipment failure and extending the lifespan of the equipment. It also allows for better planning and scheduling of maintenance activities, making it easier to allocate resources and manage the maintenance process effectively.

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  • 2. 

    Which two types of data should be backed up before troubleshooting a computer for a customer? (Choose two.)

    • A.

      BIOS system file

    • B.

      Internet Explorer favorites files

    • C.

      Driver files for the hard disk

    • D.

      Documents that are created by the customer

    • E.

      Windows operating system files

    Correct Answer(s)
    A. BIOS system file
    D. Documents that are created by the customer
    Explanation
    Before troubleshooting a computer for a customer, it is important to back up the BIOS system file and the documents that are created by the customer. Backing up the BIOS system file is crucial because it contains important settings and configurations for the computer's hardware. This ensures that if any changes are made during troubleshooting, the original BIOS settings can be restored if needed. Additionally, backing up the customer's documents is important to prevent any potential data loss during troubleshooting. This ensures that the customer's important files and data are protected and can be easily restored after the troubleshooting process.

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  • 3. 

    What is the purpose of documenting the information that is obtained from the customer in the work order?

    • A.

      To keep track of parts that are ordered

    • B.

      To use the information to aid in solving the problem

    • C.

      To create a centralized database of possible problems

    • D.

      To use the information for marketing purposes

    Correct Answer
    B. To use the information to aid in solving the problem
    Explanation
    Documenting the information obtained from the customer in the work order is important because it helps in solving the problem. By documenting the information, it becomes easier for the technicians or employees to refer back to the details provided by the customer. This aids in understanding the problem better and finding appropriate solutions. It also ensures that all the relevant information is captured accurately, preventing any miscommunication or misunderstanding. Overall, documenting the information obtained from the customer in the work order plays a crucial role in efficiently and effectively addressing the customer's concerns or issues.

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  • 4. 

    A customer reports that recently several files cannot be accessed. The service technician decides to check the hard disk status and the file system structure. The technician asks the customer if a backup has been performed on the disk and the customer replies that the backup was done a week ago to a different logical partition on the disk. What should the technician do before performing diagnostic procedures on the disk?

    • A.

      Install a new hard disk as the primary disk, then make the current disk a slave.

    • B.

      Perform file restore from the existing backup copy at the logical partition.

    • C.

      Back up the user data to a removable drive.

    • D.

      Run the CHKDSK utility.

    Correct Answer
    C. Back up the user data to a removable drive.
    Explanation
    Before performing diagnostic procedures on the disk, the technician should back up the user data to a removable drive. This is necessary because if any data is lost or corrupted during the diagnostic procedures, it can be restored from the backup on the removable drive. Additionally, backing up the user data ensures that no important files are lost in case the diagnostic procedures require reformatting or replacing the hard disk.

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  • 5. 

    An employee reports that the antivirus software cannot obtain updates. The support technician notices that the license for the software has expired. The technician adds a new license to the software and completes the update service. What should the technician do next?

    • A.

      Download advanced antivirus software from another vendor.

    • B.

      Record the new license number in the log.

    • C.

      Review the Event Viewer for the date and time that the last software update was performed

    • D.

      Run a full virus scan on the computer.

    Correct Answer
    D. Run a full virus scan on the computer.
    Explanation
    The technician should run a full virus scan on the computer after adding the new license and completing the update service. This is because even though the antivirus software has been updated, there is a possibility that the computer may have been infected with viruses or malware during the period when the software was not updated due to the expired license. Running a full virus scan will help ensure that the computer is clean and protected.

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  • 6. 

    During the troubleshooting of a PC that will not boot, it is suspected that the problem is with the RAM modules. The RAM modules are removed and put into another PC, which successfully powers on. The RAM modules are then put back into the original PC and it now successfully powers on as well. What was the most likely cause of the problem?

    • A.

      The RAM modules were inserted backwards into the DIMM slots.

    • B.

      The RAM modules have bad blocks.

    • C.

      The RAM modules were not seated firmly.

    • D.

      The RAM modules did not match the PC specs.

    Correct Answer
    C. The RAM modules were not seated firmly.
    Explanation
    The most likely cause of the problem is that the RAM modules were not seated firmly. When the RAM modules were removed and put into another PC, they were likely reseated properly, which allowed the PC to successfully power on. When the RAM modules were put back into the original PC, they were likely seated firmly this time, leading to the successful power on. This suggests that the initial issue was due to the RAM modules not being securely seated in the DIMM slots, causing a poor connection and preventing the PC from booting.

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  • 7. 

    What is a recommended procedure to follow when cleaning computer components? 

    • A.

      Blow compressed air on cooling fans so that they will spin when dust is being removed.

    • B.

      Remove the CPU before cleaning.

    • C.

      Hold cans of compressed air upright while spraying.

    • D.

      Use window cleaner on LCD screens.

    Correct Answer
    C. Hold cans of compressed air upright while spraying.
    Explanation
    When cleaning computer components, it is recommended to hold cans of compressed air upright while spraying. This is important because holding the can upright ensures that only air is being sprayed onto the components, without any liquid or residue. Tilting the can while spraying can result in the release of liquid, which can damage the components. Therefore, it is crucial to follow this procedure to prevent any potential harm to the computer components during the cleaning process.

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  • 8. 

    After a new PCIe video card is added, the computer seems to boot successfully but it will not display any video. The computer was working properly before the new video card was installed. What is the most likely cause of the problem?

    • A.

      The saved CMOS settings are set to use the built-in video adapter.

    • B.

      The monitor cable is faulty.

    • C.

      The PC does not have enough RAM to support the new video card.

    • D.

      The new video card is not compatible with the CPU in the PC.

    Correct Answer
    A. The saved CMOS settings are set to use the built-in video adapter.
    Explanation
    The most likely cause of the problem is that the saved CMOS settings are set to use the built-in video adapter. This means that even though the new video card has been installed, the computer is still trying to use the built-in video adapter, resulting in no video being displayed. To fix this issue, the CMOS settings need to be adjusted to recognize and use the new video card.

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  • 9. 

    Which component can be easily damaged by the direct spray of compressed air when cleaning the inside the computer case? 

    • A.

      Cable connectors

    • B.

      Heat sink

    • C.

      Fan

    • D.

      Power supply

    • E.

      CPU

    Correct Answer
    C. Fan
    Explanation
    The fan can be easily damaged by the direct spray of compressed air when cleaning the inside of the computer case. This is because the force of the compressed air can cause the fan blades to spin at a high speed, which can lead to the bearings becoming damaged or the blades becoming misaligned. This can result in the fan not functioning properly or even completely failing, which can lead to overheating issues and potential damage to other components in the computer.

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  • 10. 

    Which step of the six-step troubleshooting process is where a technician would ask the computer user to print a document on a newly installed printer?

    • A.

      Test the theory to determine the cause.

    • B.

      Document findings, actions, and outcomes.

    • C.

      Verify full system functionality and, if applicable, implement preventive measures.

    • D.

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

    • E.

      Establish a theory of probable cause.

    • F.

      Identify the problem.

    Correct Answer
    C. Verify full system functionality and, if applicable, implement preventive measures.
    Explanation
    In this scenario, the technician would ask the computer user to print a document on a newly installed printer in order to verify the full system functionality. By doing so, the technician can ensure that the printer is working properly and that there are no issues with the installation or configuration. Additionally, implementing preventive measures can help to avoid any potential future problems or issues with the printer.

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  • 11. 

    What is the preferred method to remove a disc from an optical drive that fails to eject the disc?

    • A.

      Send the drive to an authorized repair depot.

    • B.

      Remove the top of the drive enclosure.

    • C.

      Insert a pin into the small hole on the front of the drive.

    • D.

      Use a small screwdriver and pry the drive door open.

    Correct Answer
    C. Insert a pin into the small hole on the front of the drive.
    Explanation
    The preferred method to remove a disc from an optical drive that fails to eject the disc is to insert a pin into the small hole on the front of the drive. This is a common feature on optical drives, known as the manual eject hole. By inserting a pin or a paperclip into this hole, it triggers the release mechanism and allows the disc to be manually ejected. This method is safe and effective, and it prevents any damage to the drive or the disc.

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  • 12. 

    Which device is most likely to be affected by an incorrect setting saved in CMOS or an incorrect jumper setting? 

    • A.

      Printer

    • B.

      Hard drive

    • C.

      Power supply

    • D.

      Monitor

    Correct Answer
    B. Hard drive
    Explanation
    An incorrect setting saved in CMOS or an incorrect jumper setting can affect the hard drive. CMOS (Complementary Metal-Oxide-Semiconductor) is a small amount of memory on the motherboard that stores the BIOS (Basic Input/Output System) settings, including those related to the hard drive. If the settings in CMOS are incorrect or if the jumper settings on the hard drive itself are incorrect, it can cause issues with the hard drive's functionality, such as not being recognized by the computer or not booting up properly.

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  • 13. 

    A web designer installed the latest video editing software and now notices that when the application loads, it responds slowly. Also the hard disk LED is constantly flashing when the application is in use. What is a solution to solve the performance problem?

    • A.

      Upgrading to a faster CPU

    • B.

      Adding more RAM

    • C.

      replacing the hard disk with a faster model

    • D.

      replacing the video card with a model that has a DVI output

    Correct Answer
    B. Adding more RAM
    Explanation
    Adding more RAM can help solve the performance problem in this situation because the slow response and constant flashing of the hard disk LED indicate that the computer is struggling to handle the demands of the video editing software. By increasing the amount of RAM, the computer will have more memory available to store and process data, which can improve the overall performance and responsiveness of the application. Upgrading the CPU, replacing the hard disk, or changing the video card would not directly address the issue of slow application loading and disk usage.

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  • 14. 

    A scientific expedition team is using laptops for their work. The temperatures where the scientists are working range from -13 degrees Fahrenheit (-25 degree Celsius) to 80 degrees Fahrenheit (27 degrees Celsius). The humidity level is around 40 percent. Noise levels are low, but the terrain is rough and winds can reach 45 miles per hour (72 kilometers per hour). When needed, the scientists stop walking and enter the data using the laptop. Which condition is most likely to adversely affect a laptop that is used in this environment?

    • A.

      The temperature

    • B.

      The wind

    • C.

      The rough terrain

    • D.

      The humidity

    Correct Answer
    A. The temperature
    Explanation
    The temperature is most likely to adversely affect a laptop used in this environment. Extreme temperatures can cause overheating or freezing of the laptop's internal components, leading to malfunctions or damage. The wide temperature range mentioned in the question, from -13 degrees Fahrenheit to 80 degrees Fahrenheit, poses a significant risk to the laptop's performance and longevity.

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  • 15. 

    Which two items could be used to help establish a plan of action when resolving a computer problem? (Choose two.)

    • A.

      The computer repair history log

    • B.

      A multimeter

    • C.

      BIOS diagnostics

    • D.

      a loopback plug

    • E.

      the computer manual

    Correct Answer(s)
    A. The computer repair history log
    E. the computer manual
    Explanation
    The computer repair history log can be used to identify any previous issues and the steps taken to resolve them, providing a reference for troubleshooting similar problems. The computer manual contains information about the hardware and software components of the computer, as well as instructions on how to troubleshoot common issues. Both of these resources can be valuable in establishing a plan of action when resolving a computer problem.

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  • 16. 

    An employee reports that each time a workstation is started it locks up after about 5 minutes of use. What is the most likely cause of the problem?

    • A.

      The CPU experiences overheating.

    • B.

      The hard disk is failing.

    • C.

      The RAM is malfunctioning.

    • D.

      The power supply fails to provide adequate voltage and current.

    Correct Answer
    A. The CPU experiences overheating.
    Explanation
    The most likely cause of the problem is that the CPU is experiencing overheating. Overheating can cause a computer to lock up or freeze after a certain period of use. This is because when the CPU gets too hot, it can't effectively process information and may shut down to prevent damage.

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  • 17. 

    During the process of testing a theory of several probable causes to a problem, which should be tested first?

    • A.

      The easiest and most obvious

    • B.

      Those chosen by random selection

    • C.

      The most complex and difficult to diagnose

    • D.

      those the customer believes to be the most important

    Correct Answer
    A. The easiest and most obvious
    Explanation
    In the process of testing a theory of several probable causes to a problem, it is recommended to test the easiest and most obvious causes first. This is because these causes are more likely to be the root of the problem and can be quickly identified and resolved. By starting with the easiest and most obvious causes, it helps to eliminate them early on and narrow down the potential causes, saving time and effort in the testing process.

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  • 18. 

    After a technician tests a theory of probable causes, what two actions should the technician take if the testing did not identify an exact cause? (Choose two.) 

    • A.

      Establish a new theory of probable causes.

    • B.

      Document each test tried that did not correct the problem.

    • C.

      Use a top down approach to isolate the cause of the problem.

    • D.

      Test all remaining possible causes starting with the most complex.

    • E.

      Randomly replace components one at a time until the problem is solved.

    Correct Answer(s)
    A. Establish a new theory of probable causes.
    B. Document each test tried that did not correct the problem.
    Explanation
    If the testing did not identify an exact cause, the technician should first establish a new theory of probable causes. This means coming up with new hypotheses and potential reasons for the problem. Additionally, the technician should document each test that was tried but did not correct the problem. This documentation is important for keeping track of what has been attempted and can help in future troubleshooting efforts.

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  • 19. 

    Which task should be part of a software maintenance routine?

    • A.

      Check for and secure any loose cables.

    • B.

      Defragment the hard drive.

    • C.

      Remove dust from the power supply.

    • D.

      Back up the data, reformat the hard drive, and reinstall the data.

    Correct Answer
    B. Defragment the hard drive.
    Explanation
    Defragmenting the hard drive should be part of a software maintenance routine. Over time, files on a hard drive can become fragmented, meaning that they are stored in different locations. This can slow down the computer's performance. Defragmenting the hard drive rearranges the fragmented files, making the computer run more efficiently.

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  • 20. 

    Which two common computer problems could cause a motherboard to short-circuit? (Choose two.)

    • A.

      A dusty CPU fan

    • B.

      A loose PATA cable

    • C.

      Bent drive cable pins

    • D.

      Loose case screws

    • E.

      Unseated adapter cards

    Correct Answer(s)
    D. Loose case screws
    E. Unseated adapter cards
    Explanation
    Loose case screws can cause a motherboard to short-circuit because they can create a connection between the motherboard and the case, causing an electrical current to flow where it shouldn't. Unseated adapter cards can also cause a short-circuit because if they are not properly inserted into the motherboard, their connectors may touch other metal components, resulting in a short-circuit.

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  • 21. 

    A technician is performing hardware maintenance of PCs at a construction site. What task should the technician perform as part of a preventive maintenance plan?

    • A.

      Develop and install forensic tracking software.

    • B.

      Remove dust from intake fans.

    • C.

      Perform an audit of all software that is installed.

    • D.

      Back up the data, reformat the hard drive, and reinstall the data.

    Correct Answer
    B. Remove dust from intake fans.
    Explanation
    As part of a preventive maintenance plan for PCs, one important task is to remove dust from intake fans. Dust accumulation can cause overheating and damage to the hardware components, leading to decreased performance and potential system failures. By regularly cleaning the intake fans, the technician ensures proper airflow and cooling, which helps to maintain the longevity and optimal functioning of the PCs. This task helps to prevent hardware issues and improve the overall reliability and performance of the PCs at the construction site.

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  • 22. 

    A user has opened a ticket that indicates that the computer clock keeps losing the correct time. What is the most likely cause of the problem?

    • A.

      The operating system needs to be patched.

    • B.

      The motherboard clocking crystal is damaged.

    • C.

      The CMOS battery is loose or failing.

    • D.

      The CPU needs to be overclocked.

    Correct Answer
    C. The CMOS battery is loose or failing.
    Explanation
    The most likely cause of the problem is that the CMOS battery is loose or failing. The CMOS battery is responsible for maintaining the computer's clock and if it is not functioning properly, the computer may lose the correct time. This can happen if the battery is loose or if it is reaching the end of its lifespan. In either case, replacing or securing the CMOS battery should resolve the issue.

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  • 23. 

    What is you Name?

    Correct Answer
    N/A
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