IT Essentials 5.0 Chapter 4

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| By Djgomez23
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IT Essentials Quizzes & Trivia

Questions and Answers
  • 1. 

    Which task should be part of a software maintenance routine?

    • A.

      Check for and secure any loose cables.

    • B.

      Remove dust from the power supply.

    • C.

      Defragment the hard drive.

    • D.

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

    Correct Answer
    C. 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 non-contiguous sectors. This can slow down the computer's performance. Defragmentation rearranges the files on the hard drive so that they are stored in contiguous sectors, improving the computer's efficiency. Checking for and securing loose cables, removing dust from the power supply, and backing up and reinstalling data are tasks related to hardware maintenance or data backup, not software maintenance.

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  • 2. 

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

    • A.

      To create a centralized database of possible problems

    • B.

      To use the information for marketing purposes

    • C.

      To keep track of parts that are ordered

    • D.

      To use the information to aid in solving the problem

    Correct Answer
    D. 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 allows the service provider to have a record of the customer's specific problem or request. This documentation serves as a reference for the service provider to understand the issue and provide an appropriate solution. By having access to the customer's information, the service provider can analyze the details and use them as a guide to troubleshoot and resolve the problem effectively. It helps in ensuring that the customer's needs are addressed accurately and efficiently.

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  • 3. 

    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.

      Hold cans of compressed air upright while spraying.

    • C.

      Use window cleaner on LCD screens.

    • D.

      Remove the CPU before cleaning.

    Correct Answer
    B. 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 because holding the can upright ensures that only air is released and no liquid is sprayed onto the components, which could cause damage. Spraying the components with compressed air helps to remove dust and debris without the need for physical contact or the use of cleaning solutions that may be harmful to the components.

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  • 4. 

    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.

      Test all remaining possible causes starting with the most complex.

    • D.

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

    • 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 establish a new theory of probable causes. This means that they should come up with a new hypothesis or set of potential causes to investigate further. 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 already been tested and can help in identifying patterns or potential solutions in the future.

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  • 5. 

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

    • A.

      Hard drive

    • B.

      Printer

    • C.

      Power supply

    • D.

      Monitor

    Correct Answer
    A. Hard drive
    Explanation
    An incorrect setting saved in CMOS or an incorrect jumper setting can affect the hard drive. The CMOS (Complementary Metal-Oxide-Semiconductor) is responsible for storing the computer's BIOS settings, including those related to the hard drive. If there is an incorrect setting saved in CMOS or an incorrect jumper setting, it can cause the hard drive to malfunction or become inaccessible. This can result in data loss or the inability to boot the computer properly.

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  • 6. 

    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.

      Perform an audit of all software that is installed.

    • C.

      Remove dust from intake fans.

    • D.

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

    Correct Answer
    C. 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. By regularly cleaning the intake fans, the technician ensures proper airflow and prevents potential hardware issues. Developing and installing forensic tracking software, performing a software audit, or backing up and reformatting the hard drive are not directly related to hardware maintenance and do not address the issue of dust accumulation.

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  • 7. 

    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 CPU needs to be overclocked.

    • B.

      The operating system needs to be patched.

    • C.

      The CMOS battery is loose or failing.

    • D.

      The motherboard clocking crystal is damaged.

    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 keeping the computer's clock running even when it is powered off. If the battery is loose or failing, it can cause the computer clock to lose the correct time. Overclocking the CPU or patching the operating system would not directly affect the computer clock, and a damaged motherboard clocking crystal would likely cause other issues with the computer's functionality.

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  • 8. 

    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.

      Loose case screws

    • D.

      Bent drive cable pins

    • E.

      Unseated adapter cards

    Correct Answer(s)
    C. Loose case screws
    E. Unseated adapter cards
    Explanation
    Loose case screws can cause a motherboard to short-circuit because they can create an electrical connection between the motherboard and the case, causing a disruption in the circuit. Unseated adapter cards can also cause a short-circuit because if they are not properly inserted into the motherboard, they can cause an electrical connection to be made where it shouldn't be, resulting in a short-circuit.

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  • 9. 

    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 hard disk is failing.

    • B.

      The RAM is malfunctioning.

    • C.

      The CPU experiences overheating.

    • D.

      The power supply fails to provide adequate voltage and current.

    Correct Answer
    C. The CPU experiences overheating.
    Explanation
    The most likely cause of the problem is the CPU experiencing overheating. Overheating can cause a workstation to lock up after a certain period of use. When the CPU gets too hot, it can't function properly, leading to system instability and freezing. This issue can be resolved by improving the cooling system, such as cleaning the CPU fan or replacing the thermal paste.

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  • 10. 

    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.

      Record the new license number in the log.

    • B.

      Download advanced antivirus software from another vendor.

    • C.

      Run a full virus scan on the computer.

    • D.

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

    Correct Answer
    C. Run a full virus scan on the computer.
    Explanation
    The technician should run a full virus scan on the computer. Although the technician has resolved the issue with the antivirus software not obtaining updates by adding a new license, it is still important to ensure that the computer is free from any viruses or malware. Running a full virus scan will help to detect and remove any potential threats that may have entered the system during the period when the antivirus software was not updated. This will help to ensure the security and integrity of the computer.

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  • 11. 

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

    • A.

      BIOS diagnostics

    • B.

      A multimeter

    • C.

      The computer repair history log

    • D.

      A loopback plug

    • E.

      The computer manual

    Correct Answer(s)
    C. The computer repair history log
    E. The computer manual
    Explanation
    The computer repair history log can be used to identify any previous issues and solutions, providing valuable information for resolving the current problem. The computer manual contains detailed instructions and troubleshooting steps, which can guide the user in establishing a plan of action to fix the computer problem.

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  • 12. 

    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 monitor cable is faulty.

    • B.

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

    • 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
    B. 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. When a new PCIe video card is added, the computer may still be trying to use the built-in video adapter instead of the new card. This can prevent the video from being displayed on the monitor.

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  • 13. 

    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 wind

    • B.

      The rough terrain

    • C.

      The humidity

    • D.

      The temperature

    Correct Answer
    D. The temperature
    Explanation
    The temperature is most likely to adversely affect a laptop used in this environment. Extreme temperatures, such as -13 degrees Fahrenheit (-25 degrees Celsius) and 80 degrees Fahrenheit (27 degrees Celsius), can cause damage to the laptop's internal components. Cold temperatures can cause condensation and moisture buildup, leading to short circuits and damage to the circuitry. On the other hand, high temperatures can cause overheating, which can lead to system crashes, data loss, and even permanent damage to the laptop.

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  • 14. 

    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 related to each task. This documentation helps ensure that maintenance is carried out consistently and effectively, reducing the risk of equipment failure and extending the lifespan of assets. It also allows for better planning and scheduling of maintenance activities, making it easier to prioritize tasks and allocate resources efficiently.

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  • 15. 

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

    • A.

      Remove the top of the drive enclosure.

    • B.

      Send the drive to an authorized repair depot.

    • 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 is to insert a pin into the small hole on the front of the drive. This is a common feature on optical drives called an emergency eject hole. By inserting a pin or a paperclip into this hole, it manually triggers the release mechanism and allows the disc to be ejected safely. This method is recommended because it does not require any disassembly of the drive enclosure or the need for professional repair.

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  • 16. 

    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.

      Run the CHKDSK utility.

    • D.

      Back up the user data to a removable drive.

    Correct Answer
    D. 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 damaged during the diagnostic process, the backup will ensure that the customer's important files are not permanently lost. By backing up the data to a removable drive, the technician can also ensure that the backup is separate from the disk being diagnosed, reducing the risk of further data loss.

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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 actual root of the problem and can be quickly identified and resolved. Testing the easiest and most obvious causes allows for efficient troubleshooting and can help eliminate potential causes before moving on to more complex and difficult-to-diagnose ones. By prioritizing the easiest and most obvious causes, the testing process can be streamlined and time can be saved in finding a solution to the problem.

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  • 18. 

    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 not seated firmly.

    • B.

      The RAM modules were inserted backwards into the DIMM slots.

    • C.

      The RAM modules did not match the PC specs.

    • D.

      The RAM modules have bad blocks.

    Correct Answer
    A. 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 successfully powered on, indicating that the modules themselves were not faulty. However, when they were put back into the original PC, it also successfully powered on, suggesting that the issue was with the connection between the RAM modules and the motherboard. If the modules were not seated firmly, they may not have been making proper contact with the DIMM slots, causing the PC to not boot.

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  • 19. 

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

    • A.

      Cable connectors

    • B.

      Power supply

    • C.

      Fan

    • D.

      Heat sink

    • E.

      CPU

    Correct Answer
    C. Fan
    Explanation
    The fan is the component that can be easily damaged by the direct spray of compressed air when cleaning the inside of the computer case. The force of the compressed air can cause the fan blades to spin at a high speed, potentially damaging the bearings or causing them to become misaligned. This can result in the fan not functioning properly or even completely failing, leading to inadequate cooling of the computer components and potential overheating issues. It is important to use caution when cleaning the inside of a computer case to avoid damaging the fan.

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  • 20. 

    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.

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

    • C.

      Establish a theory of probable cause.

    • D.

      Document findings, actions, and outcomes.

    • E.

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

    • F.

      Identify the problem.

    Correct Answer
    B. Verify full system functionality and, if applicable, implement preventive measures.
    Explanation
    The correct answer is "Verify full system functionality and, if applicable, implement preventive measures." In this step, the technician would ask the computer user to print a document on the newly installed printer to ensure that it is functioning properly and to prevent any future issues. This step involves checking if all the components and systems are working correctly and taking necessary actions to prevent any potential problems.

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  • 21. 

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

    • A.

      Windows operating system files

    • B.

      BIOS system file

    • C.

      Internet Explorer favorites files

    • D.

      Driver files for the hard disk

    • E.

      Documents that are created by the customer

    Correct Answer(s)
    C. Internet Explorer favorites files
    E. Documents that are created by the customer
    Explanation
    Before troubleshooting a computer for a customer, it is important to back up the Internet Explorer favorites files and the documents that are created by the customer. Backing up the Internet Explorer favorites files ensures that the customer's bookmarks and saved websites are not lost during the troubleshooting process. Similarly, backing up the documents created by the customer ensures that their important files and data are not at risk of being lost or damaged during troubleshooting.

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  • 22. 

    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.

      Replacing the hard disk with a faster model

    • B.

      Upgrading to a faster CPU

    • C.

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

    • D.

      Adding more RAM

    Correct Answer
    D. Adding more RAM
    Explanation
    Adding more RAM can help solve the performance problem because it increases the amount of memory available for the video editing software to use. This can improve the application's responsiveness and reduce the need for the computer to constantly access the hard disk, which can cause slowdowns. Upgrading the CPU or video card may improve performance in other areas, but adding more RAM specifically addresses the issue of slow application loading and excessive hard disk activity. Replacing the hard disk with a faster model may also improve performance, but it does not directly address the issue of slow application loading.

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Quiz Review Timeline +

Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Mar 21, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Sep 01, 2013
    Quiz Created by
    Djgomez23
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