IT Essentials V5 Chapter 12

1. A technician replaces a laptop keyboard that was no longer functioning, and has verified that the newly replaced keyboard functions properly. What is the final step the technician should take as part of the troubleshooting process?

Ask a list of closed-ended questions.

Research the problem.

Document all findings, actions, and outcomes.

Implement preventive measures.

After replacing the malfunctioning laptop keyboard and ensuring that the newly replaced keyboard is functioning properly, the final step for the technician should be to document all findings, actions, and outcomes. This step is important for future reference and troubleshooting purposes. By documenting the entire process, the technician can create a record of the issue, the steps taken to resolve it, and the final outcome. This documentation can be useful for tracking patterns, identifying recurring problems, and providing a reference for future troubleshooting or maintenance.

Explanation

After replacing the malfunctioning laptop keyboard and ensuring that the newly replaced keyboard is functioning properly, the final step for the technician should be to document all findings, actions, and outcomes. This step is important for future reference and troubleshooting purposes. By documenting the entire process, the technician can create a record of the issue, the steps taken to resolve it, and the final outcome. This documentation can be useful for tracking patterns, identifying recurring problems, and providing a reference for future troubleshooting or maintenance.

2. A technician is upgrading an older PC with a dual core CPU. When the PC restarts, it is slower than it was before the upgrade. The Performance tab from the Task Manager displays only one CPU graph. What is the most probable solution to this problem?

Replace the HDD with a higher capacity hard drive.

Overclock the CPU.

Increase the amount of RAM available.

Update the BIOS firmware to support the dual core CPU.

The most probable solution to the problem is updating the BIOS firmware to support the dual core CPU. This is because the PC was upgraded with a dual core CPU, but the Task Manager is only displaying one CPU graph, indicating that the system is not recognizing or utilizing the second core. Updating the BIOS firmware will ensure that the system is properly configured to support and utilize the dual core CPU, potentially resolving the performance issue.

Explanation

The most probable solution to the problem is updating the BIOS firmware to support the dual core CPU. This is because the PC was upgraded with a dual core CPU, but the Task Manager is only displaying one CPU graph, indicating that the system is not recognizing or utilizing the second core. Updating the BIOS firmware will ensure that the system is properly configured to support and utilize the dual core CPU, potentially resolving the performance issue.

3. A technician arrives and asks a customer, "Can you describe the problem?" The customer replies, "All email messages that I send have the wrong date. I have restarted the computer several times, but this does not seem to help."
What could be the problem?

The MBR is corrupted.

The CPU voltage is set too low.

The CMOS battery has failed.

The hard drive is beginning to fail.

The customer's issue of all email messages having the wrong date suggests a problem with the system's internal clock. The CMOS battery is responsible for maintaining the system's time and date settings when the computer is powered off. If the battery has failed, it can cause the system to lose track of time and date, resulting in incorrect timestamps on emails. Restarting the computer would not resolve this issue, indicating that the CMOS battery is likely the problem.

Explanation

The customer's issue of all email messages having the wrong date suggests a problem with the system's internal clock. The CMOS battery is responsible for maintaining the system's time and date settings when the computer is powered off. If the battery has failed, it can cause the system to lose track of time and date, resulting in incorrect timestamps on emails. Restarting the computer would not resolve this issue, indicating that the CMOS battery is likely the problem.

4. A freshly installed Windows 7 laptop is plugged into the network and configured with an IP address. The technician then attempts to ping the laptop from another computer. While the laptop is able to connect to other devices, the ping requests fail. What is the likely cause?

The network drivers for the NIC are out of date.

The port speed for the NIC is incorrect.

TPM must be enabled.

The Windows Firewall is blocking ping requests.

The likely cause for the ping requests to fail is that the Windows Firewall is blocking them. The Windows Firewall is a security feature in Windows that monitors and controls incoming and outgoing network traffic. By default, it blocks ICMP (Internet Control Message Protocol) requests, which include ping requests. Therefore, even though the laptop is able to connect to other devices on the network, it is not responding to ping requests due to the firewall settings.

Explanation

The likely cause for the ping requests to fail is that the Windows Firewall is blocking them. The Windows Firewall is a security feature in Windows that monitors and controls incoming and outgoing network traffic. By default, it blocks ICMP (Internet Control Message Protocol) requests, which include ping requests. Therefore, even though the laptop is able to connect to other devices on the network, it is not responding to ping requests due to the firewall settings.

5. Users are complaining that they are receiving spam from the email account that belongs to a co-worker. What could cause this problem?

A virus has damaged the master boot record on the system that is used by the co-worker.

The network adapter on the computer that is used by the co-worker is malfunctioning.

The email account belonging to the co-worker was hijacked because of malware.

The email client belonging to the co-worker is not configured properly.

The correct answer is that the email account belonging to the co-worker was hijacked because of malware. This means that a malicious software infiltrated the co-worker's email account, allowing unauthorized access to it. As a result, spam emails are being sent from the compromised account to other users.

Explanation

The correct answer is that the email account belonging to the co-worker was hijacked because of malware. This means that a malicious software infiltrated the co-worker's email account, allowing unauthorized access to it. As a result, spam emails are being sent from the compromised account to other users.

6. A technician is troubleshooting a Windows 7 laptop infected with a virus that has damaged the master boot record. The technician has booted the laptop using the installation media and is attempting to repair the laptop from the command line interface. Which two commands can the technician use to repair the corrupt master boot record? (Choose two.)

Regedit

Chkdsk

Regedt32

Bootrec /fixboot

Bootrec /fixmbr

The technician can use the "bootrec /fixboot" command to repair the corrupt master boot record. This command is used to write a new boot sector to the system partition. Additionally, the technician can use the "bootrec /fixmbr" command to repair the corrupt master boot record. This command is used to write a new master boot record to the system partition.

Explanation

The technician can use the "bootrec /fixboot" command to repair the corrupt master boot record. This command is used to write a new boot sector to the system partition. Additionally, the technician can use the "bootrec /fixmbr" command to repair the corrupt master boot record. This command is used to write a new master boot record to the system partition.

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7. A technician is replacing an internal hard drive used as a secondary drive on a PC. After connecting the new hardware and powering up the computer, an "OS not found" error message is displayed. What is the most probable cause for that error message?

The power supply is faulty.

The hard drive jumper is set incorrectly.

The motherboard needs replacing to be able to support the new hard drive.

The USB port has too many attached devices to supply adequate power.

The BIOS needs updating.

The most probable cause for the "OS not found" error message after replacing the internal hard drive is that the hard drive jumper is set incorrectly. The jumper settings on the hard drive determine its role in the system, such as primary or secondary drive. If the jumper is set incorrectly, the computer may not recognize the new hard drive as a secondary drive and therefore cannot find the operating system.

Explanation

The most probable cause for the "OS not found" error message after replacing the internal hard drive is that the hard drive jumper is set incorrectly. The jumper settings on the hard drive determine its role in the system, such as primary or secondary drive. If the jumper is set incorrectly, the computer may not recognize the new hard drive as a secondary drive and therefore cannot find the operating system.

8. A technician is working on a laptop that has a dark display. After attaching an external display and verifying that it works, the technician now has a better idea as to the problem. What could be the problem?

The display driver is incorrect.

The motherboard has failed.

The CPU has failed.

The power inverter of the LCD screen or backlight lamp has failed.

The technician attached an external display and verified that it works, indicating that the issue is not with the display driver or the motherboard. Since the laptop has a dark display, it suggests that there is a problem with the backlight. The power inverter of the LCD screen or backlight lamp is responsible for providing power to the backlight, so if it has failed, it would result in a dark display. Therefore, the power inverter of the LCD screen or backlight lamp is the likely problem in this scenario.

Explanation

The technician attached an external display and verified that it works, indicating that the issue is not with the display driver or the motherboard. Since the laptop has a dark display, it suggests that there is a problem with the backlight. The power inverter of the LCD screen or backlight lamp is responsible for providing power to the backlight, so if it has failed, it would result in a dark display. Therefore, the power inverter of the LCD screen or backlight lamp is the likely problem in this scenario.

9. A customer using a Windows XP computer is complaining that a new card reader is not working. A technician tests the card reader on a Windows 7 computer and does not detect any problems. What are two possible solutions to the problem with the XP computer? (Choose two.)

Install additional RAM.

Modify the options in the BIOS.

Install the driver from the CD provided with the card reader.

Download and install the driver from the manufacturer of the card reader.

Update the CMOS firmware.

The two possible solutions to the problem with the XP computer are to install the driver from the CD provided with the card reader and to download and install the driver from the manufacturer of the card reader. This is because the card reader is not working on the XP computer, indicating that the necessary driver may not be installed. By installing the driver from the CD or downloading it from the manufacturer's website, the XP computer will have the necessary software to recognize and use the card reader properly.

Explanation

The two possible solutions to the problem with the XP computer are to install the driver from the CD provided with the card reader and to download and install the driver from the manufacturer of the card reader. This is because the card reader is not working on the XP computer, indicating that the necessary driver may not be installed. By installing the driver from the CD or downloading it from the manufacturer's website, the XP computer will have the necessary software to recognize and use the card reader properly.

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10. A group of users is unable to connect to the network. When testing several of the PCs and issuing the command ipconfig, the technician notices that all of them have an IP address in the 169.254.x.x range. What is the most likely cause of this problem?

The DNS server is not operational.

The Internet connection is down.

The gateway address is incorrect.

The DHCP server is not operational.

The most likely cause of the problem is that the DHCP server is not operational. When the DHCP server is not functioning, the PCs are unable to obtain a valid IP address automatically. In this case, the PCs are assigned an IP address in the 169.254.x.x range, which is a default range used by Windows when it cannot obtain an IP address from a DHCP server. This indicates that the DHCP server is not working properly, preventing the users from connecting to the network.

Explanation

The most likely cause of the problem is that the DHCP server is not operational. When the DHCP server is not functioning, the PCs are unable to obtain a valid IP address automatically. In this case, the PCs are assigned an IP address in the 169.254.x.x range, which is a default range used by Windows when it cannot obtain an IP address from a DHCP server. This indicates that the DHCP server is not working properly, preventing the users from connecting to the network.

11. Several times during the last few days, a user has experienced the Blue Screen of Death when plugging an external hard drive into a laptop via USB. What is a possible solution for this problem?

Reinstall the operating system.

Upgrade the operating system.

Research the STOP error and the name of the module that produced the error.

Research the boot error beep code to identify the source of the error.

Researching the STOP error and the name of the module that produced the error can help in identifying the specific cause of the Blue Screen of Death. This information can then be used to find a solution that is tailored to the specific issue, rather than resorting to reinstalling or upgrading the entire operating system unnecessarily.

Explanation

Researching the STOP error and the name of the module that produced the error can help in identifying the specific cause of the Blue Screen of Death. This information can then be used to find a solution that is tailored to the specific issue, rather than resorting to reinstalling or upgrading the entire operating system unnecessarily.

12. A user complains that a printer is outputting random characters instead of the desired document. What is a probable cause of this?

There is dirt or debris in the printer.

The printer does not have enough memory.

The pickup rollers are defective.

An incorrect print driver is installed.

If a printer is outputting random characters instead of the desired document, one probable cause could be that an incorrect print driver is installed. The print driver is responsible for translating the data from the computer into a format that the printer can understand. If the wrong print driver is installed, it may not be able to properly interpret the data, resulting in random characters being printed.

Explanation

If a printer is outputting random characters instead of the desired document, one probable cause could be that an incorrect print driver is installed. The print driver is responsible for translating the data from the computer into a format that the printer can understand. If the wrong print driver is installed, it may not be able to properly interpret the data, resulting in random characters being printed.

13. A user complains that when a page is printed on a laser printer, the page smears when touched. What is a possible cause of this issue?

The laser assembly is faulty.

The EP drum is damaged.

The pickup rollers are defective.

The fuser has failed.

The fuser is responsible for fixing the toner onto the paper by applying heat and pressure. If the fuser has failed, it may not be able to properly fuse the toner onto the paper, causing it to smear when touched. This is a possible cause of the issue described by the user.

Explanation

The fuser is responsible for fixing the toner onto the paper by applying heat and pressure. If the fuser has failed, it may not be able to properly fuse the toner onto the paper, causing it to smear when touched. This is a possible cause of the issue described by the user.

14. A PC is not able to connect to a wired network. Pinging the loopback address is successful, but the gateway cannot be reached. On the network switch all the interface lights are on, except for the interface connected to the PC. The LED on the network card is off. What is the most likely cause of this problem?

The network switch is faulty.

The gateway needs to be fixed.

The network cable is faulty.

The PC has an incorrect IP address for the DNS server.

The most likely cause of the problem is that the network cable connecting the PC to the network switch is faulty. This is indicated by the fact that the LED on the network card is off, suggesting that there is no connection between the PC and the switch. Additionally, all the interface lights on the switch are on, except for the interface connected to the PC, further suggesting a problem with the cable. Pinging the loopback address successfully indicates that the PC's network card is functioning properly, ruling out issues with the gateway or DNS server.

Explanation

The most likely cause of the problem is that the network cable connecting the PC to the network switch is faulty. This is indicated by the fact that the LED on the network card is off, suggesting that there is no connection between the PC and the switch. Additionally, all the interface lights on the switch are on, except for the interface connected to the PC, further suggesting a problem with the cable. Pinging the loopback address successfully indicates that the PC's network card is functioning properly, ruling out issues with the gateway or DNS server.

15. A computer displays this message when the computer boots: "MBR has been changed or modified." What could cause this problem?

The CMOS battery has failed.

A RAM module is not fully inserted into the memory slot.

A virus has altered the Windows kernel.

A boot sector virus has altered the master boot record.

A boot sector virus can cause the message "MBR has been changed or modified" to appear when the computer boots. This type of virus specifically targets the master boot record (MBR), which is a crucial part of the computer's startup process. By altering the MBR, the virus can gain control over the booting process and potentially cause various issues or allow unauthorized access to the system. Therefore, a boot sector virus altering the master boot record is the most likely cause of this problem.

Explanation

A boot sector virus can cause the message "MBR has been changed or modified" to appear when the computer boots. This type of virus specifically targets the master boot record (MBR), which is a crucial part of the computer's startup process. By altering the MBR, the virus can gain control over the booting process and potentially cause various issues or allow unauthorized access to the system. Therefore, a boot sector virus altering the master boot record is the most likely cause of this problem.

16. Which two operating systems can be upgraded to Windows XP Home? (Choose two.)

Windows 95

Windows 3.1

Windows 98

Windows 98 SE

Windows NT workstation

Windows 98 and Windows NT workstation can be upgraded to Windows XP Home. Windows 95, Windows 3.1, and Windows 98 SE cannot be upgraded to Windows XP Home.

Explanation

Windows 98 and Windows NT workstation can be upgraded to Windows XP Home. Windows 95, Windows 3.1, and Windows 98 SE cannot be upgraded to Windows XP Home.

Submit

17. Users in a recently installed wireless network are complaining of slow data transfer and frequent loss of connectivity. The technician checks that the wireless security is correctly implemented, and there is no evidence of unauthorized users on the network. Which two problems might the technician suspect? (Choose two.)

The wireless signal is too weak.

The DHCP server is faulty.

There is interference from outside sources.

The antenna on the access point is too powerful.

The network passwords need to be reissued to the users.

The technician might suspect that the wireless signal is too weak because a weak signal can lead to slow data transfer and frequent loss of connectivity. Additionally, the technician might suspect that there is interference from outside sources because external interference can disrupt the wireless network and cause connectivity issues.

Explanation

The technician might suspect that the wireless signal is too weak because a weak signal can lead to slow data transfer and frequent loss of connectivity. Additionally, the technician might suspect that there is interference from outside sources because external interference can disrupt the wireless network and cause connectivity issues.

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18. A technician finds that occasionally when a network printer is restarted, clients are unable to print to it, receiving a "Document failed to print" message. What is a probable cause of this?

The drum is damaged.

The printer does not have enough memory.

The toner level in the EP cartridge is low.

The power supply on the printer is failing.

The printer is configured to get an IP address using DHCP.

The probable cause of clients being unable to print after the network printer is restarted and receiving a "Document failed to print" message is that the printer is configured to obtain an IP address using DHCP. This means that when the printer restarts, it may not be assigned the same IP address as before, causing a communication issue between the clients and the printer.

Explanation

The probable cause of clients being unable to print after the network printer is restarted and receiving a "Document failed to print" message is that the printer is configured to obtain an IP address using DHCP. This means that when the printer restarts, it may not be assigned the same IP address as before, causing a communication issue between the clients and the printer.

19. A computer repeatedly locks without any error message. Which two conditions may be the cause of the problem? (Choose two.)

The UAC has been turned off.

The user has breached the user security policy.

The computer has a virus.

The index service is not running.

The CPU needs to be upgraded.

An update has corrupted the operating system.

The computer repeatedly locking without any error message could be caused by two conditions: the computer having a virus and an update corrupting the operating system. A virus can cause system instability and lead to frequent locking. Similarly, if an update to the operating system is not installed correctly or is incompatible, it can result in system corruption and cause the computer to lock.

Explanation

The computer repeatedly locking without any error message could be caused by two conditions: the computer having a virus and an update corrupting the operating system. A virus can cause system instability and lead to frequent locking. Similarly, if an update to the operating system is not installed correctly or is incompatible, it can result in system corruption and cause the computer to lock.

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20. What are two possible solutions to any Windows computer restarting continuously and never displaying the desktop? (Choose two.)

Upgrade the processor.

Upgrade the video card.

Press F8 to open the Advanced Options menu and choose Disable Automatic Restart on System Failure.

Reset the hard drive jumpers.

Run chkdsk /F /R from the recovery console.

Access the BIOS and change the boot order options.

Two possible solutions to a Windows computer continuously restarting and not displaying the desktop are to press F8 to open the Advanced Options menu and choose Disable Automatic Restart on System Failure and to run chkdsk /F /R from the recovery console. By disabling automatic restart on system failure, the computer will stop restarting and display any error messages that may be causing the issue. Running chkdsk /F /R from the recovery console will check and fix any errors on the hard drive that may be causing the continuous restarts.

Explanation

Two possible solutions to a Windows computer continuously restarting and not displaying the desktop are to press F8 to open the Advanced Options menu and choose Disable Automatic Restart on System Failure and to run chkdsk /F /R from the recovery console. By disabling automatic restart on system failure, the computer will stop restarting and display any error messages that may be causing the issue. Running chkdsk /F /R from the recovery console will check and fix any errors on the hard drive that may be causing the continuous restarts.

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21. A technician is troubleshooting a laptop that has the power light on and the hard drive spinning. However, the laptop only displays vertical lines that change color. What is the problem?

The BIOS is corrupt.

The LCD screen has failed.

The backlight lamp has failed.

The LCD screen inverter has failed.

The given symptoms of vertical lines that change color indicate a problem with the LCD screen. This could be due to a faulty connection or a damaged screen. The fact that the power light is on and the hard drive is spinning suggests that the laptop is functioning properly, except for the display. Therefore, the most likely explanation is that the LCD screen has failed.

Explanation

The given symptoms of vertical lines that change color indicate a problem with the LCD screen. This could be due to a faulty connection or a damaged screen. The fact that the power light is on and the hard drive is spinning suggests that the laptop is functioning properly, except for the display. Therefore, the most likely explanation is that the LCD screen has failed.

22. A laptop that is running Windows XP displays "Missing NTLDR" after the POST. What are the two most probable reasons for this problem? (Choose two.)

Boot.ini is missing or damaged.

There is a conflict with a newly installed device.

BOOTMGR has been corrupted.

The boot order is not set correctly in the BIOS.

The index service is not indexing in the correct locations.

The two most probable reasons for the "Missing NTLDR" problem on a Windows XP laptop are that the Boot.ini file is missing or damaged, and the boot order is not set correctly in the BIOS. The Boot.ini file contains important information about the operating system and its location, so if it is missing or damaged, the system will not be able to locate the necessary files to start up. Additionally, if the boot order in the BIOS is not set correctly, the system may be trying to boot from a device that does not have the necessary files, causing the error message to appear.

Explanation

The two most probable reasons for the "Missing NTLDR" problem on a Windows XP laptop are that the Boot.ini file is missing or damaged, and the boot order is not set correctly in the BIOS. The Boot.ini file contains important information about the operating system and its location, so if it is missing or damaged, the system will not be able to locate the necessary files to start up. Additionally, if the boot order in the BIOS is not set correctly, the system may be trying to boot from a device that does not have the necessary files, causing the error message to appear.

Submit

23. A technician is troubleshooting a laser printer that outputs blank paper for all print jobs including printer test pages. What is a probable cause?

The laser printer does not have adequate memory.

The drum is failing to hold a charge.

The drum wiper blade is worn.

The fuser has failed.

The probable cause for the laser printer outputting blank paper is that the drum is failing to hold a charge. The drum in a laser printer is responsible for transferring toner onto the paper, and if it is unable to hold a charge, it will not be able to transfer any toner, resulting in blank paper. This issue can be resolved by replacing the drum or getting it repaired.

Explanation

The probable cause for the laser printer outputting blank paper is that the drum is failing to hold a charge. The drum in a laser printer is responsible for transferring toner onto the paper, and if it is unable to hold a charge, it will not be able to transfer any toner, resulting in blank paper. This issue can be resolved by replacing the drum or getting it repaired.