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220-603

CompTIA 220-603 CompTIA A+ 220-603 (Remote Support Tech designation pathway)
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1. Which of the following utilities are used to choose which programs run at startup? A. SFC B. SETDEBUG C. MSCONFIG D. REGEDIT Answer: C

2. Which of the following commands allows navigation of the paths between directories? A. RD B. DIR C. MD D. CD Answer: D

3. A technician is searching a knowledge base for the correct method of removing a virus. The knowledge base states that the key: HKEY_LOCAL_MACHINE\MICROSOFT\SOFTWARE\CURRENTVERSION\PAK needs to be deleted. Which of the following should the technician use to delete the key? A. MSCONFIG B. DEBUG C. EVENTVIEWER D. REGEDIT Answer: D

4. A user who is running Windows XP Professional reports that the computer monitor stopped functioning following an installation of an updated driver for the video card and that attempts to delete and re-install the original driver have not corrected the situation. Which of the following actions would be BEST to correct this situation?

A. Reset the system BIOS. B. Use System Restore. C. Change the color profile. D. Replace the video card. Answer: B

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5. Which of the following are types of files downloaded during an Automatic Update? A. critical updates B. software updates C. driver updates D. virus definition updates Answer: A

6. A user reports that the Windows update function will not run on the computer but the Internet can be accessed. user is running an original version of Windows XP Professional. A. The user has not registered the copy of Windows. B. The user has not applied at least Service Pack 1 to their system. C. The user does not know what site to access for the updates. D. The user needs to flush the DNS cache. Answer: B Which of the following is MOST likely the cause?

The

7. Automatic Updates should be performed to ensure that the computer has the latest: A. anti-virus definition file. B. drivers installed. C. release of the operating system. D. security and software patches. Answer: D

8. An internal user has deleted a file named, pagefile.sys and is concerned this deletion may affect the computer. user should be instructed to: A. reboot the computer because Windows automatically generates a new page file. B. add a new hard drive, format the drive and install Windows. C. back up all data, reboot the computer and notify a desktop technician. D. reformat the hard drive and reinstall Windows. Answer: A

The

9. A user reports that it takes a long time to boot up in Windows XP and that there are a lot of icons appearing in the right lower side of the Task Bar. Which of the following tools can be used to minimize startup time?

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B. Which of the following would be another way for the user to send the Remote Assistance invitation? A. Using Internet Explorer. Start > Control Panel > System > Performance tab > Under Performance > Settings > Advanced tab Answer: C 13. Which of the following should a technician instruct a user to do to initiate Remote Assistance for a user running Windows XP Professional? A. Http://www. The email application has not been configured in the user's computer. A technician needs to use Remote Assistance with a user. Start > Programs > Administrative Tools > Remote Assistance Answer: B 12. Start > Control Panel > System > Advanced tab > Startup and Recovery > Advanced tab > Settings > Advanced tab B.CertInside A. Configuring the Windows Firewall exceptions. C.CertInside. Which of the following sequences of steps can be used to increase the amount of virtual memory (page memory) available to Windows? A. DEBUG D. DEFRAG Answer: A 220-603 10. Network Neighborhood > navigate to the users computer > right click > select Offer Remote Assistance B. MSCONFIG B. Configuring My Network Places. Start > Control Panel > System > General tab > Under Performance > Settings > Advanced tab C. Using Windows Messenger. Answer: B 11. D. Start > Control Panel > System > Advanced tab > Under Performance > Settings > Advanced tab D. Go to Help and Support Center > Pick a Task > Use Tools > Offer Remote Assistance C. Run Remote Desktop Connection > Select Connect to User Enter the IP address D.com CertInside Help you pass any IT Exams . A company may use the Windows XP Professional MUI Pack because the company: (Select TWO). The user is asked to use an email application to send the technician an invitation to remotely access the user's computer. SCANDISK C.

A. B. Right-click the folder > Properties > General tab > Attributes > select Read-only > OK Answer: DE 15. Which of the following utilities can be run to repair the contents of the dllcache Http://www. winnt /s C. chkdsk /f Answer: C Which of the 17. Open the Command Prompt > type attrib +r [drive:][path] > Enter E. Which of the following describes how to set the Read-only attribute on a folder? (Select TWO). Answer: AD 14.CertInside. SD Answer: C 16. Open the Command Prompt > type attrib r [drive:][path] > Enter D. C. Right-click the folder > Properties > Security tab > select the username from the list > Permissions > clear the box labeled Read > OK B. RD C. Open the folder > Tool > Folder Options > General tab > Read-only > OK C. has users who work remotely at home offices. Which of the following commands are used to create folders in a command prompt? A. has offices where users who speak different languages share computers. A user reports that the computer is running slowly.com CertInside Help you pass any IT Exams . After running the SFC. CD B. system /v B. sfc /scannow D. A user suspects that a recently installed program overwrote a Windows system file on the computer. D. a technician observes that the dllcache folder has become corrupted. MD D. wants to maintain multiple operating systems. wants to deploy and maintain a single operating system standard. following commands could be run to check and verify the system files? A.CertInside 220-603 A.

CHECKUPGRADEONLY C. B.CertInside directory? A. In Device Manager under the File menu and options.CertInside. A technician must install an application on a computer that has multiple users. In the Security Center applet in Control Panel. the other users report not having a shortcut to the program. perform an exhaustive disk check. The technician is the administrator of the computer. On the hardware tab in System Properties. B. Which of the following WINNT32 command switches can be run to determine whether the users computer and software is compatible with the new operating system? A. In Computer Management. FORMAT B. scan and verify the versions of all protected system files using the tools default operation. consolidate fragmented files and folders on the computers hard disk. Which of the following would be the correct location to access when enabling Driver Signature Verification? A. C. and recover readable information. SFC C. COPYSOURCE D. C. set a disk as read-only. CMDCOMS B. DUPREPARE Answer: B 19. After installing the application.com CertInside Help you pass any IT Exams . DEFRAG Answer: B 220-603 18. HyperTerminal D. The CHKDSK /R command allows a technician to: A. Answer: A 20. Which of the following would be the BEST way to correct this? Http://www. Answer: A 21. D. A user wants to upgrade to Windows 2000. perform an exhaustive disk check and repair bad sectors. D. locate bad sectors.

Rename the registry file to *. C. floppy drive C.bak. select Save. D. D.com CertInside Help you pass any IT Exams . audio device D. D. D.CertInside 220-603 A. C. select File/Import. Windows has finished downloading an update for the driver. week. day. Which of the following steps should be taken to back up an individual registry key? A. year. Open the registry editor. Which of the following devices will not load when Windows XP Home is running in Safe Mode? (Select TWO). modem B. B. Copy the shortcut from the Administrator to the Default Users profile. Open the registry editor. Copy the shortcut from the Administrator to the roaming profile. C. Copy the registry file to another location. month. select the key to export. the device is in a problem state. select File/Export. Copy the shortcut from the Administrator to each individual user's profile. A. CD-ROM Answer: AC 23.CertInside. select Save. B. Answer: A 24. B. Http://www. the device is currently disabled. Answer: A 25. Disk Defragmenter should be used once each: A. Answer: A 22. C. Copy the shortcut from the Administrator to the All Users profile. A black exclamation point on a yellow field in Windows XPs Device Manager means that: A. B. the device is manually configured.

A fully qualified domain name consists of which of the following? (Select TWO). A hub does not. PING the servers IP Address B. C. A switch does not. DNS matches which of the following to an IP address? A. Which of the following describes the difference between a network hub and a network switch? A.com CertInside Help you pass any IT Exams . C. Check the lmhost file. D. Run a TRACERT to the server host name. NetBIOS name Answer: BD 29.CertInside Answer: C 220-603 26. loopback address Answer: C 27. logs in and receives an error message stating. Answer: A 28. A. A hub has an uplink port to add another hub for expansion. A switch has an uplink port to add another switch for expansion. Which of the following actions should a technician take FIRST if unable to PING a server by the servers host name? A. A technician using DHCP boots up a network computer.CertInside. Answer: A 30. MAC address B. MAC address B. NetBIOS name C. domain name E. Hubs intelligently direct traffic and switches repeat all traffic. host name D. B. ISP name D. Hubs repeat all traffic and switches analyze and intelligently direct the traffic. 'duplicate IP Http://www. PING the Domain Name Server. D. host name C.

software is cheaper because of open source design. When using a Telnet connection. IP address 192.0 B. Answer: A 33. PING Answer: C -T 31.168. C. is a very slow network protocol.11x wireless connection? A. Browser D.' The computer completes the login process. Which of the following services does Windows XP use to configure an 802. B. should only be used on mainframes. D. should only be used for email. D.0 Http://www.254.255. server architecture permits faster delivery of email. IPCONFIG /RELEASE D. Subnet Mask 255.com CertInside Help you pass any IT Exams . Net Logon B. Network Location Awareness C. C. users understand that Telnet: A.255. the technician should run which of the following and then reboot the computer? A. servers are more secure due to the complex design.0.1.10. IP address 169. Subnet Mask 255. B.CertInside 220-603 address found. Answer: B 32. transmits data in clear text.CertInside. Which of the following would be a valid automatic private internet protocol addressing (APIPA) assignment? A. To resolve this issue. NETSTAT -A B.255. IPCONFIG /ALL C. One advantage of using IMAP for email is that email: A. Wireless Zero Configuration Answer: D 34.0.0. remains on the server after deletion on the computer.

IPCONFIG D.0. which of the following would also free up bandwidth? Http://www. PING C. Power Users C.0. Which of the following commands would be used to find this IP address? A. Subnet Mask 255. a technician discovers that several WAPs are transmitting radio signals beyond the physical boundaries of a companys location and that available bandwidth is suffering due to unauthorized wireless users.254. following groups? A. Users B.0 Answer: A 220-603 35.16.0.254. In addition to turning down the power on the WAPs. A computer on a 25-client network is receiving an automatic private internet protocol addressing (APIPA) of 169. Remote Desktop Operators D.CertInside. Using a wireless sniffer. when logging into the computer using Remote Desktop Connection? A. NSLOOKUP Answer: C 36.250. System Users B. Network Configuration Operators Answer: C 38.0.com CertInside Help you pass any IT Exams .0. A companys president has decided that senior management should have greater system access privileges than other staff but not administrator privileges. Which of the following local groups must a user running Windows XP Professional belong to. Executive Users C. senior management can be assigned to which of the 37. IP address 10.25.0 D.CertInside C. Power Users D. Subnet Mask 255.255.1. IP address 172. NTFS Users Answer: C To accomplish this. NBTSTAT B.0.

assign permissions to each user and add users to the group. apply permissions to the group and add users to the group. C. B. replicate the user eight times and add users to the group. A. To assign Http://www. Security ID D. WEP key Answer: BE 41. Redundant WAP D. D. Disallowed WAP B. A user has saved a document into a shared folder and wants others to view but not edit the document. a technician discovers an unauthorized WAP in a users cubicle. C. Answer: D 42. Group ID E. A company has created a new department and eight new users requiring the same permissions must be added to the account database. Create eight users. This WAP is also known as which of the following? A.CertInside A. Create one user with appropriate permissions. Installing a firmware upgrade to clients. SSID C. MAC address B. After conducting a site survey of a wireless network. D. Installing a firmware upgrade to the WAPs. Create a group. which of the following would be required settings? (Select TWO). When setting up users' computers to access the WLAN. A network administrator has implemented a secure WLAN using WEP for a department.com CertInside Help you pass any IT Exams . Rogue WAP Answer: D 40. Deploying a 7db antenna. Which of the following would be the BEST sequence of actions to take? A. Answer: B 220-603 39. Create the new group. Disabling SSID broadcast. B.CertInside. create the eight users and apply permissions to the users. Bad WAP C.

TCP Answer: A Http://www. It is impossible for the monitor to only show the user the information. WPA B. right click the document then choose: A. When the user right clicks on the folder. The user does not have an encryption option because the: A. operating system was installed on a FAT32 partition. Privacy Screens may be ordered to serve this need. B. B. Answer: B 45. Properties > Sharing. Which of the following would be the BEST response for a technician to make? A. C. user does not have administrator privileges. B. Properties > Security. D. VLM C. D.CertInside 220-603 appropriate permissions. Security > Sharing. a technician should remotely access the users Windows XP Professional workstation. hard drive is running out of disk space. Answer: B 44. Answer: C 43. UDP D. C. That the issue will need to be referred to the technicians supervisor. A user with a computer that is running Windows XP Professional wants to encrypt a folder. operating system needs to be upgraded to Service Pack 2.CertInside.com CertInside Help you pass any IT Exams . Which of the following is a wireless security standard? A. The monitor can be tilted and color phased to block out viewers. C. Sharing > Security. goes to Properties and Advanced button there is no option to encrypt. A user who works in a high traffic area asks whether there is a way to hide information on the screen so only the user can view the screen. D.

B. Data Packet Capture Answer: C 47. To implement a strong password policy. In terms of firewalls. Answer: B 49. 23 E. D. be the users account name spelled backwards. C. 22 D.CertInside 220-603 46. 21 C. Network Monitor D. Http://www. user with a problem. Network Capture Analyzer B. 20 B. Answer: B 50. B. Which of the following is the BEST way to prevent viruses and Trojan horses from attacking operating system files? A. contain at least eight characters and one or more symbols. a company should stipulate that passwords must: A. Make as many users as possible members of only the Secure group. B. Change the name of the administrator account. Network Flow Analyzer C.com CertInside Help you pass any IT Exams . The initial problem owner is defined as the: A. Make the folder attribute for the System folder Hidden. C. company vice president. D. A. contain at least six characters and one symbol in the second position. Which of the following Windows tools analyzes network interface card (NIC) activity? A. 25 Answer: AB 48.CertInside. which of the following ports needs to be open for FTP access? (Select TWO). Limit the membership of the administrators group. be chosen from a list of obscure Greek and Roman characters.

CertInside.com CertInside Help you pass any IT Exams . B. maintain a positive attitude and tone of voice and close the call. the customer felt a static shock. problem solving B. advise the customer against performing their own upgrades and recommend that the customer contact a professional for future work. A technician receives a call from a customer whose computer is not working. using industry terminology correctly Answer: ABE 53. After asking several questions.CertInside C. Answer: A 52. Answer: C 220-603 51. A customer reports that an application was supposed to be installed on the computer but wasnt. C. focus F. The customer explains that while trying to install new RAM. tell the customer that there is nothing that can be done and explain the hazards and dangers of ESD. independence D. laugh and tell the customer that others have done the same thing. B. inform the customer where a grounding strap can be purchased prior to performing upgrades in the future. a technician realizes that the application was installed but a shortcut was not installed on the desktop. D. the customer expresses embarrassment at not realizing this. technical support supervisor. recommend that the customer take an introductory computer course. the technician should: A. A. hang up and go on to the next call. person who receives the service request. attempt to diagnose the extent of the damage and educate the customer about the dangers of electrostatic discharge (ESD). D. Answer: B When Http://www. listening C. awareness of industry trends E. C. The technician should: A. Which of the following customer service skills would be essential for a technical support technician to have? (Select THREE). listen to the customer. D.

CertInside. the BEST course of action? A. C. A technician discovers a company employee using peer-to-peer file sharing software to download music on a company computer. Which of the following would be the BEST action for the technician to take? A. Attempt to find an alternative solution that would be allowed. Tell the employee to uninstall the program. B. Tell the customer there is nothing that can be done. status update. D. The user is unable to provide that information. C. customer service. Answer: B Http://www. ownership. A customer has a request that cannot be accommodated due to a company policy. A user has forgotten the password to log into the companys domain. D. Perform the reset and tell the user to write down the last four digits so they wont forget it again. Tell the customer to contact their supervisor with the request. Notify the supervisor.CertInside 54. Delete the copyrighted material. Inform the user that the last four digits must be verified and that they should call back when they can provide the needed information. B. B. C. The company has a policy that the last four digits of the employees identification number must be verified before performing a password reset. Answer: B 220-603 55. D. Perform the password reset for the user because the technician recognizes the users voice. Uninstall the program. Taking responsibility for a customers issue is called: A. B. Ask the user to call back and discuss the issue with the technicians supervisor. Escalate the call to a department supervisor. Answer: C 57. Which of the following would be the BEST way to handle this request? A. resolution. D. C.com CertInside Help you pass any IT Exams . Answer: C Which of the following would be 56.

Use a positive. Assume that the customer has little or no knowledge about computers. Listening actively. Answer: B 62. When taking a telephone call from an angry customer. C. Restating the customer's problem and gaining agreement. C. Ask the customer to remain calm so a technician can concentrate on finding a solution. Which of the following is the FIRST step in the problem-solving process? A. Downplaying the extent of a customer's problem and begin solving the problem. C. Answer: AC 59. B. Placing the customer on hold and notifying a supervisor. Advise the customer not to give the technician the credit card information. non-judgmental attitude toward the customer. Develop a solution. D. Answer: B 60. which of the following would be the BEST approach to take? A. A customer reports being unable to pay at an online store using a credit card. The customer starts to give the Which of the following actions should the technician take? A. E. Identify the problem. B. C. Take the information and attempt to process the transaction for the customer. B. A customer recently purchased a new computer and has been experiencing trouble. Write down the credit card information and shred the paper when the issue is resolved. B.CertInside. The customer is on the telephone Http://www. D. A.CertInside 220-603 58. Answer: A 61. Analyze the facts related to the problem. Propose a solution. D.com CertInside Help you pass any IT Exams . F. D. Beginning active problem solving. Hang up because the customer has no reason to be angry. Advise the customer that the customer will need to talk with a supervisor. Letting the customer talk about the frustrations. technician the customers credit card information. Which of the following should a technician avoid when dealing with a difficult customer? (Select TWO).

25. B. B. C. D. Limiting the message to need-to-know information. Answer: A 65. The technician should recommend that the user: A. 515. the default port value for RAW printing is: A. adjust the RESOLUTION setting. adjust the QUALITY setting. D. The technician should: A. D.com CertInside Help you pass any IT Exams . Answer: C 63.CertInside 220-603 with a technician for the fourth time and is frustrated by the number of problems with the computer. C. tell the customer that frustration is understandable and assure the customer that the technician will try to resolve the problems. Answer: D Http://www. re-install the ink cartridges. Which of the following should a technician avoid when attempting to solve a customers problem? A. C. 8080. Using technical language to answer questions. Using remote software with diagrams. Using analogies and examples. C. B. graphs. tell the customer that there is nothing wrong with the computer and suggest that the customer enroll in a computer training course. D. 9100. advise the customer that the computer is defective and needs to be returned. advise the customer that these problems are common to lower-end computers and suggest that the customer should have purchased a more expensive machine. adjust the MODE setting. B. and charts. A user has replaced the ink cartridges in the printer and now cannot print. When installing a print driver. Answer: D 64.CertInside.

D. The G3fax software interface needs to be installed. The users video card needs new drivers installed. The user did not unlock the scanning sensor mechanism. C. A user reports that a local printer attached to the workstation is not printing properly. B. D. B. solid ink D. A user reports that the new scanner wont create a scanned image. The operating system needs to be upgraded. Delete and recreate the printer on the user's system. laser Answer: A Http://www. Update the print driver on the user's system. Which of the following may be the problem? A.CertInside.com CertInside Help you pass any IT Exams . Which one of the following printers requires special paper to print? A. Answer: A Which of the following should be 67. A user reports that the scanner will not scan an image into the document imaging application. The IDE scanner software interface needs to be installed. Which of the following may be the problem? A. C. The Twain scanner driver needs to be installed. The scanner power light comes on but the application gives an error message saying no scanner is installed when the user tries to import an image into the document imaging application. The power light comes on and the operating system identifies the scanner manufacturer and model correctly. The computer needs more RAM. thermal B. C. queue when the user checks Printers and Faxes and the printer display shows Ready. Answer: A 68. Answer: B 69. attempted FIRST? A. Instruct the user to shut down and restart the system and attempt to print again. The operating system needs to be upgraded.CertInside 220-603 Three jobs appear in the print 66. D. B. Cancel all jobs in the print queue. ink jet C.

CertInside 220-603 70. ISA C. Which of the following would be another way to install devices in Windows XP Home? A. Bluetooth Answer: D 71. is incompatible with the computer. Answer: C 73. A. Control Panel > Add Hardware B. magnetic induction C. Which of the following wireless technologies is MOST commonly used by mobile users to print to portable printers? A. C. B. After installing a Plug-n-Play device Windows XP does not find the new hardware when the computer is started. infrared D. EISA B.CertInside. AGP Answer: CE 74. A user reports that the system has intermittent bluescreen errors and there is a clicking noise coming from the system. is not seated correctly. is bad. Right click on My Computer > Scan for New Hardware D. A user has installed a new AGP video card into a new system. Right click on My Computer > Manage > New Hardware Profile Answer: A 72. microwave B. D. Http://www.com CertInside Help you pass any IT Exams . The MOST likely cause of the problem is that the AGP video card: A. contains bad video memory. When the user boots the computer there is no response. Control Panel > New Hardware Detection Tool C. Which of the following slots can be used to install a graphics card? (Select TWO). PCI-X D. PCMCIA E.

Install the correct drivers.CertInside 220-603 Which of the following would be BEST for the technician to recommend? A. C. Control Panel > Hardware > Select the listing for the NIC > Driver Tab > Update Driver D. A technician should: A.CertInside. A user reports that the PS/2 mouse is not working. B. Control Panel > System-Device Manager > Driver Tab > Update Driver C. Use the Hardware Wizard to add the new hardware. instruct the user to disassemble the mouse and clean the trackball. Add a mini-DIN (PS/2) adapter. B. Run the manufacturers hard drive diagnostic program. D. Control Panel > Network Interface Cards > Highlight the listing for the NIC > Update Driver Answer: A 76. B. Http://www. Answer: A 77. Which of the following sequences will update the device driver for a network interface card (NIC)? A. C. Add a 9-pin serial port connector. B. Flash the BIOS to the most current version. request that the user swap out the mouse. Reseat all external cables and reboot the system. Control Panel > System > Hardware > Device Manager > Select the listing for the NIC > Driver Tab > Update Driver B.com CertInside Help you pass any IT Exams . Update the video driver. C. Open the system and clean the inside with compressed air. D. Which of the following would be the FIRST thing to attempt when troubleshooting a monitor with a wavy picture? A. D. Answer: A 75. Replace the video driver. have the user check the mouse connection and reboot the computer. Which of the following will solve this problem? A. A technician receives a call from a user who purchased a new USB mouse for a computer that does not support USB technology. ask the user to re-install the mouse drivers. Answer: B 78.

Remove the driver using the keyboard applet. run SCANDISK. D. Update the drivers in Device Manager to the previous version. D.com CertInside Help you pass any IT Exams . B. C. Http://www. C. Ping the printer's IP address. Which of the following would be the correct method for removing the updated drivers? A. B. Remove the keyboard entry from Control Panel.CertInside C. B. disable the Windows firewall. C. D. A user reports that over time the new computer has begun operating slowly and loading documents takes longer. Uninstall and reinstall the video driver. NVEX ready. Print a blank sheet of paper. A user has installed the drivers for a new PS/2 keyboard. Answer: D 79.CertInside. Answer: D 80. B. C. NLI compatible. Which of the following would be the LAST step to take when installing a network printer? A. 220-603 D. A technician should instruct the user to: A. Reboot the computer. Roll back the drivers from Device Manager. After installing the driver the keyboard no longer works. A computer that can host dual PCI-Express video cards is said to be: A. Make sure there are no devices near the monitor causing interference. MLI ready. D. SLI compatible. run the disk defragmenter. run only one application at a time. Answer: A 82. Print the test page. Answer: B 81.

HTTP server address on Address Bar C. SMTP server address D. Remove share privileges. a 34 pin ribbon cable. Notify all users.7GB. B. B. C. DHCP server information Answer: A 84.com CertInside Help you pass any IT Exams .4GB. Answer: D 85. When a user would like to access a file server with Universal Name Convention (UNC).CertInside Answer: A 220-603 83. A dual-layer DVD-R disc has a maximum data capacity of: A. D.CertInside. the new hard drive to: A. Before removing a shared folder from a computer on a network. hostname and path name B.1GB. 9. Answer: B The technician should attach 86. a 40 pin ribbon cable. D. which of the following information is needed? A. an 80 pin ribbon cable. 700MB. Answer: B Http://www. A technician is building a new computer for a client and installing an IDE hard drive. C. D. Close all open files. Defragment the computer's hard drive. B. a 6 pin round cable. C. 2. 4. which of the following should be done FIRST? A.

com CertInside Help you pass any IT Exams .CertInside. C. D. is not turned on. cable is unplugged. driver is corrupt. Answer: B Which of the 89. A user reports that a local printer attached to the workstation is not printing properly. B. A technician receives a laptop that is running out of battery power more quickly than expected. nickel-cadmium (NiCd) C. Active scanning C. following can the technician do to correct the problem? A. A user reports that when trying to print a document nothing comes out of the printer and states that the only printer in the printer dialog box is 'Microsoft Office Document Image Writer. lithium ion (Li-ion) D. Which of the following types of batteries provides the longest running time for portable devices? A. C. Dual scan D. Passive matrix Answer: A 91. B.' The technician should understand that the problem is that the printer: A. Replace the AC adaptor by purchasing a new adapter from the manufacturer.CertInside 220-603 87. alkaline B. Replace the battery by purchasing a new battery from the manufacturer. Answer: D 90. Active matrix B. Note on the work order that the laptop is losing battery capabilities and the laptop must be replaced. has not been installed on the user's computer. D. Which of the following is used to produce the best LCD image on a laptop? A. Three jobs appear in the print Http://www. nickel metal-hydride (NiMH) Answer: C 88. Stop using the battery and use alternating current (AC) power for the laptop.

USB cable C. Which of the following is required for the operation of a laser printer? A. have the user unplug the network printer. Answer: B 95. C. Ethernet card D. IEEE 1394 D. B. attempted FIRST? A.com CertInside Help you pass any IT Exams .CertInside 220-603 Which of the following should be queue when the user checks Printers and Faxes and the printer display shows Ready. ink container B. ensure that the 'Print To' file box is not checked in the print menu. B.CertInside. The technician should tell the customer that: Http://www. the file does not print and the user is asked to save the file rather than print the file. Update the print driver on the user's system. A user reports that when trying to send files to a network printer. C. D. Answer: A 92. Which of the following types of replacement cable is required for a parallel printer? A. RS-245 Answer: B 94. IEEE 295 B. Instruct the user to shut down and restart the system and attempt to print again. have the user save the print job to a file and try to send it to the printer again. A department manager wants to print on both sides of a page but cannot find a setting for duplex printing in the driver settings. access the user's desktop remotely and clear the print queue from the Task Bar. Delete and recreate the printer on the user's system. IEEE 1284 C. D. Cancel all jobs in the print queue. reboot the computer and resend the print job. The technician should FIRST: A. toner cartridge Answer: D 93.

A users laser printer is generating faded printouts. replace the paper in the tray. check the toner cartridge. 128MB of ram. Answer: D 98.CertInside A. C. C. Which of the following should be adjusted in a printers settings to ensure that the image on a computer screen most closely matches the color output of a printer? A. Consult the manual to determine the type of interface needed.com CertInside Help you pass any IT Exams . Install a SCSI card. Http://www. Color depth B. B. a duplex toner cartridge must be purchased for the printer. C. Install the scanner on a different computer. check the network connection to the printer. 220-603 B. A user has a computer running Windows 95 on a computer with Pentium 1. A user reports not being able to find the port on the back of a new scanner to insert the USB cable that was attached to the old scanner. the operating system must be upgraded to allow duplex printing. Which of the following information should the user be given? A. Answer: D 99.CertInside. replace the blank ink cartridge. the printer may not have duplex printing capability. D. D. Which of the following should the technician recommend? A. D. Return the scanner to the store where it was purchased. the printer driver needs to be updated to one that provides duplex printing. A technician should instruct the user to: A. Color scheme C. Color profile Answer: D 97. Answer: A 96. Color quality D. Windows XP requires at least a 40GB hard drive. B.3GHz. and 20GB hard drives and would like to upgrade to Windows XP.

Windows 95 cannot be upgraded to Windows XP. product identification and PC identifier Answer: D Which of the 103. product key and PC serial number C. System Preparation Tool C. In Windows XP. Windows XP requires a minimum of 256MB of memory. attrib [filename] -r Answer: D 101. Add a new hard drive space. dynamic updates and PC model number B. System File Checker B. Windows XP has to run on a Pentium 2GHz. attrib [filename] -s D. following does the installation ID use to create the hardware ID? A. attrib [filename] -a B. which of the following commands should be entered? A.CertInside B. Answer: B 220-603 100. System Configuration Utility Answer: C 102.com CertInside Help you pass any IT Exams . Windows product activation uses the Product key and Product ID to create an installation ID. A computer is running slowly. C. To remove the read-only attribute on a file at the command prompt.CertInside. Backup Tool D. D. service packs and PC computer name D. B. attrib [filename] -h C. Which of the following would be the FIRST thing to attempt to improve performance? A. Add more memory. Http://www. which of the following tools allows system state information to be saved and restored? A.

D. D. There is a virus or spyware on the computer. Answer: D 107. There are too many programs running. upgrading from Windows 98 to Windows XP Home. HKEY_Classes_Root. set a disk as read-only. locate bad sectors. The hard drive is failing. The CHKDSK /R command allows a technician to: A. D.CertInside C. a technician observes that the system idle time is using the majority of processor time. upgrading from Windows 2000 to Windows XP Professional. B. In the Windows Registry. B. Which of the following is MOST likely the cause? A. using only NTFS file system. HKEY_Current_User.CertInside. scan and verify the versions of all protected system files using the tools default operation.com CertInside Help you pass any IT Exams . B. configuring a computer that contains both Windows 2000 and XP Professional. C. C. perform an exhaustive disk check and repair bad sectors. Answer: C 106. After viewing TASK MANAGER. perform an exhaustive disk check. B. Http://www. consolidate fragmented files and folders on the computers hard disk. A user reports that the system is running slowly but that the hard drive seems to be running constantly. the root key that stores the user-specific information for the currently logged on user is: A. C. Run disk defragmenter. HKEY_Local_Machine. HKEY_Users. D. D. Encrypting File System (EFS) can be used with Windows XP Professional when: A. The hard drive is fragmented. Answer: D 105. Answer: D 220-603 104. and recover readable information. Run SFC. C.

com CertInside Help you pass any IT Exams . The user has a striped set on basic disks on the existing Windows 2000 computer. C. corrupt registry Answer: B 111. Answer: D Which of the following would be the FIRST thing to tell the Http://www. B. extended boot record (EBR) B. Which of the following conditions is MOST likely to result in Stop Error INACCESSIBLE_BOOT_DEVICE? A. convert [drive]: /fs:NTFS B. C. On the hardware tab in System Properties.CertInside. Back up the data. user? A. Which of the following would be the correct location to access when enabling Driver Signature Verification? A. D. In the Security Center applet in Control Panel. D. Perform a clean install of Windows XP. format [drive]: /fs:NTFS D. In Device Manager under the File menu and options. format [drive] /f: Answer: A Which of the 110. file system problems C. Use the Disk Management Tool to convert the disks to dynamic. Answer: A 109. A user wants to upgrade from Windows 2000 Professional to Windows XP Professional.CertInside Answer: A 220-603 108. master boot record (MBR) D. A user wants to change a FAT32 partition to an NTFS partition on a computer running Windows XP. In Computer Management. convert [drive]: /v: C. Stripe sets on basic disks are not supported under Windows XP. B. following can be entered at the command line to perform this change? A.

A user is working with an application on a computer running Windows XP Home when a 'Low Virtual Memory' error message appears. Disk Cleanup D. Task Manager Answer: BD (Select TWO). The CPU is beginning to fail. Which of the following can be used to enable or disable system services? A. Answer: D 115. which of the following utilities should be used to verify the hard disk integrity? A. Control Panel > Administrative Tools > Virtual Memory Settings > Increase Virtual Memory Size C. A video card is not releasing memory correctly. C. A user has a computer running Windows XP Professional and has started getting bluescreen general protection fault errors. A memory module has failed. D. Start > Run > type CMD > CD .com CertInside Help you pass any IT Exams . The user has written the address each time the error has occurred and the address of each error is the same. Which of the following actions could be taken to prevent this error message in the future? A. Services. Disk Defragmenter Answer: B 113. Task Manager B. Error-checking C. Device Manager B. System Properties > Advanced tab > Performance Settings > Advanced tab > Change to change the amount of virtual memory Answer: D Http://www. B. Windows Explorer D.\WINDOWS > Edit Virtual Memory B. A program is not releasing memory correctly. In Windows XP Professional. System Configuration Utility C. Which of the following is MOST likely the problem? A.CertInside.msc snap-in E.CertInside 220-603 112. Control Panel > Administrative Tools > Virtual Memory > stop any unknown services and restart the computer D. 114.

The permissions follow the files to the FAT32. Which of the following keys in the registry contains information about all the hardware that is available to the computer? A. which of the following happens to the user permissions? A. C. The permissions are lost but can be added back under the new file system. C. is on a closed network with no Internet access and all accounts are created as limited user accounts. Reinstall the operating system.CertInside. Run SCANDISK and CHKDSK utilities.INI Answer: C 119. The permissions follow the files but can be added back under the new file system. The user has rebooted the computer several times. The files need to be moved to a FAT32 partition. HKEY_CURRENT_CONFIG B. Run the Disk Cleanup utility. HKEY_LOCAL_MACHINE Answer: D 117.COM D. Which of the following files collects information about installed hardware and passes it to NTLDR? A. Answer: D Http://www. The permissions are lost on the FAT32 drive. POST C. Which of the following actions should be recommended to the user? A. NTDETECT. A shared folder is on an NTFS partition with access restricted to one set of users. After the user moves the files. B. Reboot the computer again.CertInside 220-603 116. Answer: D 118.SYS B. D. D. B. HKEY_CLASSES_ROOT D.com CertInside Help you pass any IT Exams . HKEY_CURRENT_USER C. NTBOOTDD. A user is experiencing slower than normal performance on a computer running Windows XP Professional. BOOT.

and folders on a hard disk. Which of the following switches is used to obtain a list of possible switches to use with a command? A. locate and consolidate fragmented boot files. /cmd Answer: C 121. WEP Http://www. The person offering assistance only. /s B. Which of the following is a commonly used encryption scheme for wireless networks? A. On the first attempt at logging in to a corporate server which has been accessed successfully many times. Network Administrators only. data files. D. an error message appears stating that the credentials supplied do not allow access to this server.CertInside. Which of the following can issue a Remote Assistance Invitation? A. C. The person requesting assistance only. list and correct errors on a hard disk. remove temporary files and empty the recycle bin. server is down C. Disk Cleanup is a tool which allows a technician to: A. Which of the following is MOST likely the cause? A. account has been locked D. B. C. Answer: B 123. manage hard disks and the partitions or volumes that the disks contain. account has expired Answer: A 124. D. /? D.CertInside 220-603 120. /switches C. Answer: A 122. mis-typed username and/or password B. B. The person requesting or the person offering assistance.com CertInside Help you pass any IT Exams .

execute Answer: AD 128. access lists Http://www.CertInside B. A company would like to deploy a more secure method of user authentication than usernames and passwords for access to classified material.com CertInside Help you pass any IT Exams . When setting up users' computers to access the WLAN. Security ID D. Retinal scanning D. Encryption uses which of the following to provide data confidentiality? (Select TWO). Which of the following could be recommended? A. full B. A. WEP key Answer: BE 126.CertInside. Group ID E. IPSEC C. A network administrator has implemented a secure WLAN using WEP for a department. MS-CHAP Answer: A 220-603 125. IKE D. A. Encryption B. delete D. modify E. MAC address B. SSID C. which of the following would be required settings? (Select TWO). Firewalls C. Which of the following folder permissions gives a user the ability to delete a folder? (Select TWO). write C. Shared secret Answer: C 127. A.

CertInside B. algorithms C. keys D. drivers E. usernames Answer: BC

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129. A company wants to implement an inexpensive method of securing data transmission over the Internet between branch offices and headquarters. Which of the following will allow the company to do this? A. IPX/SPX B. VPN C. Telnet D. FTP Answer: B

130. After conducting a site survey of a wireless network, a technician discovers an unauthorized WAP in a users cubicle. This WAP is also known as which of the following? A. Disallowed WAP B. Bad WAP C. Redundant WAP D. Rogue WAP Answer: D

131. A user with a computer that is running Windows XP Professional wants to encrypt a folder.

When the user right

clicks on the folder, goes to Properties and Advanced button there is no option to encrypt. The user does not have an encryption option because the: A. user does not have administrator privileges. B. operating system was installed on a FAT32 partition. C. operating system needs to be upgraded to Service Pack 2. D. hard drive is running out of disk space. Answer: B

132. A user has returned to work from an extended leave of absence and is unable to remember the username and

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password. Which of the following would be the BEST action for the technician to take? A. Follow corporate policy to reinstate the users account. B. Email the user the username and password. C. Manually reset the username and password. D. Provide the username and password to the user on the telephone. Answer: A

133. Compared to a hardware firewall, a software firewall has which of the following characteristics? (Select TWO). A. improved performance B. reduced performance C. increased security because a user can manage settings locally D. decreased performance and increased security E. decreased security because software firewall is installed on target system Answer: BE

134. In Windows XP Professional, one way to deter the installation of software by users would be to place the users in the: A. power users group. B. local administrator's group. C. system group. D. users group. Answer: D

135. A technician is approached by a person claiming to be a new employee who asks several questions about how the company's network is configured. When the technician reports the incident to the supervisor, the supervisor discovers that the person is not an employee. A. identify theft. B. mistaken identity. C. terrorism. D. social engineering. Answer: D The technician has been a victim of:

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136. Windows XP employs which of the following access control methods? A. Discretionary Access Control (DAC) B. Role-based Access Control (RBAC) C. Rule-based Access Control (RBAC) D. Mandatory Access Control (MAC) Answer: A

137. A user reports having no network connection and icons that are too large. A technician checks the previous log which advised the user to do a clean re-installation of Windows XP. When checking Device Manager, a yellow exclamation mark that says 'PCI bus' is observed. A. graphics driver. B. latest service pack. C. network driver. D. chipset driver. Answer: D The technician should advise the user to FIRST install the:

138. Which of the following utilities would be used to scan for hardware changes to detect a recently installed component? A. Dr. Watson B. Device Manager C. System Information D. System Restore Answer: B

139. A user has installed a new video card that is not being recognized. board.

It is determined that the old video adapter is on

Which of the following should be checked FIRST to resolve this issue?

A. Re-install the drivers for the new video adapter. B. Remove the new video adapter and re-install the adapter. C. Ensure that the old video adapter is disabled in the BIOS and Device Manager. D. Determine whether the new video adapter is installed properly. Answer: C

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140. Which of the following commands is used to partition a hard drive? A. MKDIR B. FDISK C. CONFIG D. FORMAT Answer: B

141. Which of the following sequences will update the device driver for a network interface card (NIC)? A. Control Panel > System > Hardware > Device Manager > Select the listing for the NIC > Driver Tab > Update Driver B. Control Panel > System-Device Manager > Driver Tab > Update Driver C. Control Panel > Hardware > Select the listing for the NIC > Driver Tab > Update Driver D. Control Panel > Network Interface Cards > Highlight the listing for the NIC > Update Driver Answer: A

142. A user who has a system that uses RIMM (RAMBUS) modules for memory, reports that the system will not POST and states that after opening the system the user found one of the memory slots to be empty. The system was delivered with 2 RIMM (RAMBUS) modules. A technician should tell the user that the empty slot needs to be filled with a: A. CRIMM module. B. DIMM module. C. SIMM module. D. RIMM module. Answer: A

143. Which of the following is the minimum percentage of free space needed to run disk defragmenter? A. 25 B. 15 C. 10 D. 5 Answer: B

144. A user has a computer that starts but the operating system does not load. A black screen appears with a flashing cursor and there is a message stating, Enter Password. The user does not know the password and states that the computer

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was purchased at a garage sale. Which of the following actions should the technician recommend? A. Configure jumpers on the motherboard. B. Run a Windows password crack program. C. Restart to the Windows XP Home restore CD. D. Restart to a boot floppy and run FDISK. Answer: A

145. A new floppy drive has been installed but the light is staying on. the problem? A. The power cable is connected incorrectly. B. The floppy drive is bad. C. The data cable is connected backwards. D. The voltage is too high. Answer: C

Which of the following is MOST likely causing

146. After installing a new video card, a technician sees no video display on the monitor. an onboard video card.

The computer does not have

Which of the following actions should the technician take FIRST?

A. Check the monitor power and video cables to ensure connection. B. Change the system memory because it is not compatible with the new video card. C. Reseat or re-install the video card. D. Remove the new video card because it is defective. Answer: A

147. A user reports that the PS/2 mouse is not working. A technician should: A. have the user check the mouse connection and reboot the computer. B. ask the user to re-install the mouse drivers. C. instruct the user to disassemble the mouse and clean the trackball. D. request that the user swap out the mouse. Answer: A

148. A user reports that when trying to print a document nothing comes out of the printer and states that the only printer in the printer dialog box is 'Microsoft Office Document Image Writer.' The technician should understand that the

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Replace the AC adaptor by purchasing a new adapter from the manufacturer. D. following can the technician do to correct the problem? A. C. B. Answer: B The technician should attach 150. driver is corrupt. D. an 80 pin ribbon cable. Answer: D 220-603 149. Notify all users.CertInside. Close all open files. Remove share privileges. Which of the following types of batteries provides the longest running time for portable devices? A. B. Before removing a shared folder from a computer on a network. A technician is building a new computer for a client and installing an IDE hard drive. a 34 pin ribbon cable. cable is unplugged.CertInside problem is that the printer: A. C.com CertInside Help you pass any IT Exams . Answer: B Which of the 151. has not been installed on the user's computer. Stop using the battery and use alternating current (AC) power for the laptop. Defragment the computer's hard drive. a 6 pin round cable. alkaline Http://www. which of the following should be done FIRST? A. Note on the work order that the laptop is losing battery capabilities and the laptop must be replaced. the new hard drive to: A. is not turned on. B. A technician receives a laptop that is running out of battery power more quickly than expected. C. D. Answer: B 152. a 40 pin ribbon cable. C. D. Replace the battery by purchasing a new battery from the manufacturer. B.

nickel metal-hydride (NiMH) Answer: C 220-603 153.7GB. Active matrix B. nickel-cadmium (NiCd) C. Print a blank sheet of paper. Active scanning C. A computer that can host dual PCI-Express video cards is said to be: A. A dual-layer DVD-R disc has a maximum data capacity of: A. B. Answer: D Http://www. Answer: A 156.CertInside B. lithium ion (Li-ion) D. Print the test page. MLI ready.4GB. 4.CertInside. Answer: A 155.1GB. C. Which of the following would be the LAST step to take when installing a network printer? A. 700MB. Passive matrix Answer: A 154. Which of the following is used to produce the best LCD image on a laptop? A. C. B. Reboot the computer. 2. SLI compatible. D. Dual scan D. NLI compatible. D. 9. C. Ping the printer's IP address. NVEX ready. D.com CertInside Help you pass any IT Exams . B.

NetBIOS name Answer: BD 159.com CertInside Help you pass any IT Exams . Reboot the computer into safe mode and begin a System Restore. D.CertInside. HTTP server address on Address Bar C. B.CertInside 220-603 157. which of the following information is needed? A. network. domain name E. Check that the network cable is correctly attached to the network interface card (NIC). DNS C. A. Tell the user that the network might be down and to try connecting later. WINS Answer: A 160. hostname and path name B. Answer: C Http://www. Which of the following is the protocol that Windows Active Directory uses for sharing information with other types of networks? A. SMTP server address D. When a user would like to access a file server with Universal Name Convention (UNC). A user reports that the computer cannot connect to the network. A fully qualified domain name consists of which of the following? (Select TWO). MAC address B. HTTPS D. LDAP B. DHCP server information Answer: A 158. Have the user unplug and replug the power cord from the computer and restart the computer. C. Which of the following should the technician do FIRST? There are currently no other problems with the A. ISP name D. host name C.

D. an error message stating. A user reports receiving an error message stating. A user is unable to access a server on a network but can view other servers. The POP3 server is off line Answer: A 165. 'No response from server' is received. The user can access other mapped drives on other computers. The remote computer may not be on. 443 Answer: C 162.CertInside. The WINS server is off line. D. Hubs intelligently direct traffic and switches repeat all traffic.CertInside 220-603 161. HTTP traffic is typically associated with which of the following ports? A. The TCP/IP protocol is not functioning correctly. Which of the following describes the difference between a network hub and a network switch? A. 23 C.g. A hub has an uplink port to add another hub for expansion. following may be causing the problem? A. When using NSLOOKUP. Which of the following protocols is used for secure web browsing (e. D. 21 B. Answer: A 163. Answer: B Which of the 164. The user's network interface card (NIC) may be disabled. B. The DHCP server is off line.com CertInside Help you pass any IT Exams . The DNS server is off line. C. Which of the following may be causing the problem? A. 80 D. Hubs repeat all traffic and switches analyze and intelligently direct the traffic. A switch has an uplink port to add another switch for expansion. A switch does not. HTTPS)? Http://www. 'Computer not found' when attempting to access a mapped drive on another computer in the network. B. The user's computer needs to be rebooted. C. B. C. A hub does not.

CertInside. A customer requests assistance with a product that is outside the scope of the company's support.CertInside A. report the incident immediately to the technician's supervisor. C. company vice president. B. D. The initial problem owner is defined as the: A. PING the gateway B. D.com CertInside Help you pass any IT Exams . A technician Http://www. support is not provided for that product and nothing else can be done. Answer: B 168. The technician should: A. Answer: C 169. run IPCONFIG /ALL D. SMTP C. PING the loopback IP address C. person who receives the service request. user with a problem. delete the pornography and instruct the customer not to store this information on the hard drive. run TRACERT to the DNS server Answer: A 167. DNS B. C. B. Which of the following would test network connectivity and create the least amount of network traffic? A. move the pornography to a network drive and instruct the customer that no personal information should be stored on the local hard drive. restrict the customer's access to the data. technical support supervisor. A technician is remotely connected to a customer's company computer and observes pornography stored on the customer's hard drive. EFS Answer: C 220-603 166. SSL D. should advise the customer that: A.

Answer: D 173. Do not share the information with anyone. Answer: C 170. D. A technician has provided a customer with a specific time frame for finding a solution to the customers problem. Ask for an extension of the deadline. B. a technician should: Http://www. While at work. B. a technician receives a telephone call from a customer requesting the telephone number of another technician. If a customer is not satisfied with a solution that has been offered. Document the steps that were followed to arrive at a solution. Tell all co-workers how the problem was solved. After troubleshooting a problem on a customers computer. Continue working until a solution is found. D. C. Which of the following actions should be taken? A.CertInside. the company does not support that product and transfer the call to a supervisor.CertInside 220-603 B. Give the customer the technician's personal cellular telephone number. Transfer the customer's call to the technician's home telephone. D. which of the following would be the BEST action to take? A. Tell the customer how the problem was solved. Which of the following would be the BEST action to take next? A. D. C. Take a message and have a supervisor call the customer.com CertInside Help you pass any IT Exams . Tell the customer that you will relay the customer's message to the technician. the company's policies indicate that this product cannot be supported. Escalate the problem to a supervisor. C. Answer: B 172. C. Contact the customer to indicate that a solution is not available. the technician will try directing the customer to another location for assistance. the technician realizes that a solution has not yet been found. Answer: D 171. B. As the deadline approaches. The customer knows the technician and would like to speak with that technician.

Focusing attention on a customer without letting external factors provide a distraction. use the skills and expertise to convince the customer that the solution is appropriate. Active listening skills include which of the following? (Select THREE). B. The elimination of a problem after implementing a solution is called: A. follow-up. wait five minutes. C. D. C. use the internal escalation process. Answer: C 176. and call back if the problem returns. recommend that the customer call back and speak with another technician. Asking questions to confirm understanding of a customers statements. Trying to understand the customers point of view. a technician realizes that the call would be best handled by another department. A. D. After asking whether the customer can be placed on hold and calling a Http://www. D. C. Answer: C 177. Ignoring a customers tone of voice because it is irrelevant to the nature of the problem. a resolution. ask the customer additional questions about the computer's behavior. Completing a customers sentences when it seems apparent what the customer is going to say.CertInside 220-603 A. a service request. While speaking with a customer on the telephone about a hardware problem. Answer: D 174. E. a result.com CertInside Help you pass any IT Exams . give the customer a technical description of what is actually causing the problem. give the customer an in-depth explanation of common memory-related problems. C.CertInside. Ignoring technical information provided by the customer because customers are not typically technically proficient. B. A technician knows that the symptoms being described are not memory related. ask the customer to turn off the computer. D. B. The technician should: A. give the customer what is desired because the customer is always right. F. Answer: ABE 175. A customer reports that the computer is making a funny noise and suggests that there may be a memory problem. B.

Answer: C 178. the technician introduces the customer and the other technician before hanging up.CertInside 220-603 technician in the other department. B. Ask the user to disassemble the computer. Ask the customer to call later so the technician can talk with the co-worker about the information gathered so far. Perform the work at the user's desk in case additional information is required from the user. C. B. passive transfer. B. D. During a visit to a user's desk to resolve a problem. take? Which of the following actions should the technician A. Introduce yourself to the customer and apologize for repeating any questions that have already been asked. respond to the customer with the same language. warm transfer. Take the computer to a suitable work area after explaining why this is necessary to the user. Ask the same questions in different ways to ascertain whether the customer is telling you everything that led to the problem. and impersonal when asking questions to resolve the customer's issue quickly. This is an example of a: A. transfer the call to a supervisor. ask the customer to refrain from using the language. C. A technician agrees to assist a co-worker with a support call. hot transfer. terminate the telephone call.com CertInside Help you pass any IT Exams . concise. D. D. Answer: B Http://www. a technician determines that disassembly of the computer is required.CertInside. D. Answer: D 179. Be short. B. C. cold transfer. C. Replace rather than disassemble the computer. Answer: D 180. Which of the following would be the MOST appropriate action for the technician to take? A. a technician should: A. When a customer begins using abusive or foul language.

a laser beam scans back and forth across an imaging drum to transfer an image to paper. the scanner does not scan and no error message is provided.CertInside 181. pigments and dyes are transferred from a carrier or ribbon to the paper. uninstall the scanner driver and re-install with the typical settings. B. A user has installed a new parallel scanner and when attempting to scan a picture. Answer: C 182. Answer: A Three jobs appear in the Which of the following Http://www. Thermal Transfer is a method by which: 220-603 A. C. press Ctrl+Alt+Del when the computer stops responding. configure the parallel port correctly in the BIOS. Update the print driver on the user's system. thermal wax is transferred from a carrier or ribbon to capture an image from the paper. Page orientation B. Font settings D. B. Which of the following may need to be adjusted in a color printers options to enable the printing of a documents background colors? A. right click on My Computer > Properties > System Restore > Restore My Computer to an Earlier Time.com CertInside Help you pass any IT Exams . C. Cancel all jobs in the print queue. Delete and recreate the printer on the user's system. Page setup Answer: B 183. A user reports that a local printer attached to the workstation is not printing properly. should be attempted FIRST? A. Print quality C. A technician should instruct the user to: A. Instruct the user to shut down and restart the system and attempt to print again. D. Answer: D 184. dye-infusion is transferred from a carrier or ribbon to capture an image from the paper.CertInside. print queue when the user checks Printers and Faxes and the printer display shows Ready. B. D. C. D.

The user needs to: D. thermal B. ensure that the right printer is turned on. D. various jobs in the print queue must be deleted. B. C. following can the technician do to correct the problem? Which of the Http://www. C.com CertInside Help you pass any IT Exams . Answer: A 187. laser C. The technician should tell the user that the: A. printer driver needs to be re-installed. printer cartridge needs to be replaced. Which of the following may correct this problem? A. Replace the toner cartridge. A. A user reports that none of the print jobs sent to a network printer are printing.CertInside. D. ensure that the cables going to the right printer are connected correctly. Turn the printer off for several hours to cool down completely. Answer: D 189. A technician receives a laptop that is running out of battery power more quickly than expected. impact D.CertInside 220-603 185. re-install the printer driver. B. Use compressed air to clear the paper paths of small paper fragments. first job in the print queue needs to be deleted. Which of the following printers use carbonized paper for making multipart forms? A. change the default printer to the correct printer. ink jet Answer: C 186. A user reports that all print jobs are printing to the wrong printer. B. C. Answer: C 188. Replace the paper feed trays. A supervisor reports that the departments network laser printer has been jamming repeatedly even though the paper jams are thoroughly cleared.

B. B. Notify all users. Answer: B 192. The technician should attach Http://www. which of the following should be done FIRST? A. an 80 pin ribbon cable. Print the test page. C. C.4GB. C. Print a blank sheet of paper.1GB. D. D. Defragment the computer's hard drive.7GB.CertInside. Which of the following would be the LAST step to take when installing a network printer? A. Remove share privileges. C. 700MB. Stop using the battery and use alternating current (AC) power for the laptop. Replace the battery by purchasing a new battery from the manufacturer. B. B. Answer: D 193. 2. Ping the printer's IP address. C. a 40 pin ribbon cable. 9. Replace the AC adaptor by purchasing a new adapter from the manufacturer. Answer: A 191. B. D. A technician is building a new computer for a client and installing an IDE hard drive. Note on the work order that the laptop is losing battery capabilities and the laptop must be replaced. the new hard drive to: A. 4. Close all open files.CertInside 220-603 A. D. A dual-layer DVD-R disc has a maximum data capacity of: A. a 34 pin ribbon cable. Before removing a shared folder from a computer on a network. Answer: B 190.com CertInside Help you pass any IT Exams . Reboot the computer.

CertInside. C. C. A user reports that when trying to print a document nothing comes out of the printer and states that the only printer in the printer dialog box is 'Microsoft Office Document Image Writer. lithium ion (Li-ion) D. Answer: A 196.com CertInside Help you pass any IT Exams . B. NLI compatible.CertInside D.' The technician should understand that the problem is that the printer: A. NVEX ready. nickel metal-hydride (NiMH) Answer: C 197. Active scanning C. Answer: B 220-603 194. a 6 pin round cable. MLI ready. Answer: D 195. D. Which of the following types of batteries provides the longest running time for portable devices? A. SLI compatible. Active matrix B. Passive matrix Answer: A Http://www. D. driver is corrupt. has not been installed on the user's computer. alkaline B. is not turned on. cable is unplugged. B. A computer that can host dual PCI-Express video cards is said to be: A. Which of the following is used to produce the best LCD image on a laptop? A. Dual scan D. nickel-cadmium (NiCd) C.

SMTP server address D.CertInside 220-603 198. identity and availability. password policies C.com CertInside Help you pass any IT Exams . user does not have administrator privileges. hard drive is running out of disk space. confidentiality. Answer: D 200. confidentiality. When the user right clicks on the folder. When a user would like to access a file server with Universal Name Convention (UNC). the technicians must ask users to Http://www. operating system needs to be upgraded to Service Pack 2. The user does not have an encryption option because the: A. B. software restriction policies D. configuration. registry security policies B. integration and authorization. operating system was installed on a FAT32 partition. D.CertInside. Which of the following is an example of account security policies? A. hostname and path name B. The principal tenets of security are: A. Technicians are reporting that because staff are restricted to user level accounts. integrity and availability. goes to Properties and Advanced button there is no option to encrypt. A user with a computer that is running Windows XP Professional wants to encrypt a folder. configuration. D. Answer: B 201. which of the following information is needed? A. IP security policies Answer: B 202. HTTP server address on Address Bar C. integration and authentication. C. B. C. DHCP server information Answer: A 199.

Answer: C Which of the following would be the BEST way to 205.bat program B. using the Microsoft Baseline Security Analyzer (MBSA) initially to upgrade the user to Admin D. B. Document the user's name. In a private enterprise environment. using the RunAs program C. Server Operator D. log on using an administrator account then have the user log on again to see whether a problem has been fixed. disabling file encryption Answer: B 203. Security ID D. C. WEP key Answer: BE Http://www.CertInside 220-603 log off. Which of the following Windows 2000 account groups can join a workstation to the domain? A. an employee telephones and requests that the password be reset. Group ID E. MAC address B. D. All Users B. A technician verifies the employee's information and resets the password. A. When setting up users' computers to access the WLAN.CertInside. document this telephone call? A. Which of the following procedures will solve this problem? A. Document that the user requested a password reset and that the password was reset as the user requested. which of the following would be required settings? (Select TWO). A network administrator has implemented a secure WLAN using WEP for a department. Everyone C.com CertInside Help you pass any IT Exams . using the RunAdmin. the request made and the action taken. Email the user's new password to the user's supervisor. Reset password for the employee and document the new password. Print Operator Answer: C 204. SSID C. telephone number.

Before implementing smart cards in an organization. Which of the following actions should the technician take next? A. Files on NTFS partitions cannot be authorized to share encrypted files. Kerberos C. Which of the following should be checked next? A. Ask the user to check whether the Caps Lock button is on. Security Program D. Reset the users password to default. which of the following has to be deployed first? A. A set of rules governing access to a corporate network is known as which of the following? A.CertInside. Distributed File System (DFS) D. A user running Windows 2000 reports that the password is no longer working. Public Key Infrastructure (PKI) Answer: D 210. Instruct the user to reboot the computer. D. Rule-based authentication C. Role-based Access Control (RBAC) B.com CertInside Help you pass any IT Exams . DNS B. Ask the user what new password they would like. Security Policy Answer: D 209. Which of the following is a limitation of sharing encrypted files in Windows XP Professional? A. After verifying power and physical cabling. Http://www. a technician is unable to PING the users computer. CPU activity C. B. SSL B. Default gateway D.CertInside 220-603 206. Windows firewall Answer: D 207. C. Answer: C 208. A user reports not being able to connect a new computer to a network.

The SSID broadcast feature on an 802.CertInside.CertInside 220-603 B. C.11g WAP used for corporate access has been disabled but unauthorized users can still see the SSID and connect at will. Getting user passwords by pretending to be help desk staff D. fe)okLk*1 B. 802. Requiring users to work in open office configurations B. IPCONFIG /ALL C. Accounts with user level privileges cannot be authorized to share encrypted files. Adopting security audit procedures Answer: C 213. IPCONFIG /FLUSHDNS B. Groups cannot be authorized for access to encrypted files. passw0rd1 D. The SSID is not needed for access to the wireless LAN. Teaching users to change their passwords regularly C.com CertInside Help you pass any IT Exams . Which of the following represents the strongest password? A.000 packets unauthorized users can decrypt the SSID. PING -T D. 12345678 C.11g management frames are sent in clear text. C. Answer: A 214. abracadabra Answer: A 212. D. Which of the following commands and switches are used to obtain the physical address of a workstation? A. Which of the following may be the cause? A. B. Which of the following is an example of social engineering? A. 802. PING -A Http://www. Accounts with power user level privileges cannot be authorized to share encrypted files. After capturing 10. Answer: D 211.11g does not require an SSID. D.

CertInside. C. Reboot. A retail version of Windows XP Home Answer: C 216. TCP port 21 Answer: A Which of the following ports must be open (e. ATTRIB Answer: B 218.com CertInside Help you pass any IT Exams . Which of the following command line functions and utilities will provide hop count and route information? A. A bluescreen error results on reboot. install a modem certified to work with Windows XP Professional and reboot. A technician needs to connect to a users desktop using Remote Assistance but is unable to connect and the invitation keeps timing out. TRACERT C. remove the modem. TCP port 80 D. TCP port 3389 B. Assistance? A. B.g. Http://www. An upgrade version of Windows XP Home D. not blocked by a firewall) to allow Remote 217. PING B. Which of the following actions should be taken? A. A user would like to install Windows XP Home without performing a clean installation. press the F8 key and select Last Known Good Configuration. TCP port 3359 C. An upgrade version of Windows XP Professional C.CertInside Answer: B 220-603 215. Shutdown the computer. An OEM version of Windows XP Professional B. IPCONFIG D. Reboot and run the disk repair utility CHKDSK. A user with a computer running Windows XP Professional has installed a modem and rebooted. Which of the following versions would be MOST appropriate to perform the upgrade? A.

access the Recovery Console. DEVMGR. delete the new modem driver and reboot. In the Security Center applet in Control Panel. A user has performed a System Restore on the computer but the folder permissions were not restored.MSC B. A network problem occurred while restoring. DEVMGMT. Run and type: A. In Computer Management. Answer: B 219.EXE C. File Management B. DVCMGR. D.CertInside. File Import Manager C.CertInside 220-603 D. B. SFC D. Which of the following would be the correct location to access when enabling Driver Signature Verification? A. Which of the following system utilities can be used to replace missing or corrupt system files? A. click Start.EXE D. The folder was not restored to the correct location. Answer: A 220. DEVMGR. In Device Manager under the File menu and options. Answer: C 221. The backup was not performed correctly. System Configuration Answer: C 222. B. On the hardware tab in System Properties. C.SVC Answer: A Http://www. The folder permissions were not present prior to the restore point. D. To launch Device Manager in Windows XP. C.com CertInside Help you pass any IT Exams . Reboot to the Windows XP Professional install CD. Which of the following is MOST likely the problem? A.

B. Which of the following steps may be taken to correct this problem? A. In Windows XP. Install Windows XP SP2. Answer: C Http://www. D. B. Answer: A 224. A user has upgraded to Windows XP and now cannot run an application that previously worked in Windows 95. Windows XP Professional should be installed as a clean installation. Windows XP Professional will ensure that files are not overwritten by another operating system. Run the Computer Management snap-in. Windows XP Professional must be installed on a different computer. Use CHKDSK to examine the hard disk for errors. D.CertInside 220-603 223. Revert the partition on the disk to FAT32 using the Disk Management utility. C. Windows XP Professional can be installed on the same partition. A. B. C.0 SP5 B. the Windows Firewall needs to be enabled but the only option available is Internet Connection Firewall. Use the SFC utility to install support files for Windows 95. Windows NT Workstation 4. A user running Windows 98 wants to install Windows XP Professional but does not want to lose any data or settings.com CertInside Help you pass any IT Exams .CertInside. Windows 2003 Server C. C. Run System File Checker to extract Windows Firewall from the CD. Install Windows Firewall from the installation CD. An upgrade to Windows XP Professional can be successfully performed from which of the following operating systems? (Select TWO). D. Which of the following can be done to install Windows Firewall? A. Windows 2000 Server Answer: AC 225. Windows 98 D. Answer: A 226. Which of the following should the technician tell the user? A. Use the Program Compatibility Wizard to set the Compatibility Mode for the application to Windows 95.

A virus has renamed the NTLDR file.CertInside. Which of the following tools in Windows XP allows users to change the startup behavior temporarily? A.EXE B.SYS C. Call a co-worker for help. the command to create a set of boot disks is: A. Ask the user to press the Enter key on the keyboard. B. In Windows 2000. A user reports that the computer is showing an error message stating. The boot. copy a: Answer: B 229. Answer: B 230. Ask the user to check for a virus.COM D. D. NTLDR is missing. Ask the user to check for removable disks. C.com CertInside Help you pass any IT Exams . SYSEDIT. press any key to restart appears on the screen. NTLDR is missing or corrupt.EXE Answer: A 231.ini file is corrupt. A user reports that after starting the computer. D. following is MOST likely the problem? A. CONFIG. the message. format a: D. sys a: B. MSCONFIG. B. C. EDIT. makeboot a: C. The hard drive has failed on the users computer. Which of the following would be the FIRST step to take to help the user? A. The NTLDR file is absent from the users computer.CertInside 220-603 Which of the 227. Answer: D 228. Which of the following would be the first driver to be installed after a complete clean reinstallation of Windows XP? Http://www.

locate bad sectors. Network driver D. in which of the following locations would information about drivers that failed to load on startup be found? A. On a computer running Windows XP Professional. The CHKDSK /R command allows a technician to: A. A user reports that since the last Windows XP Home update. Which of the following can the user be instructed to do to resolve the problem? A. Optimize startup speed. Optimize file system efficiency. Chipset driver Answer: D 220-603 232. Control Panel > Add/Remove Programs > Windows Components > deselect the Sound Options Answer: B 234. In the Event Viewer D.com CertInside Help you pass any IT Exams .CertInside A. Which of the following would be reasons to defragment a hard drive? (Select TWO). Removes quarantined viruses. > Driver tab > Advanced > C. Http://www. Right click on My Computer > Properties > System Restore > Turn On System Restore B. right click on the device > Open. In Device Manager. A. E. BIOS update driver C. C. Answer: BC 235. Optimizes RAM speed. D.txt Answer: C Startup log 233. Graphics driver B. Right click on My Computer > Properties > Hardware > Driver Signing > Block D. Device Manager > Sound Device > Properties > Roll Back Driver C. the sound device has stopped functioning. and recover readable information. C:\Windows\system32\startup\log.CertInside. perform an exhaustive disk check. C:\Windows\i386\drivers\startlog. Allows the Registry to load faster. B.txt B.

Which of the following would be the correct sequence of steps to start the Event Viewer in Windows XP? A. Right click on the Desktop > Properties > Settings > Event Viewer C. set a disk as read-only.com CertInside Help you pass any IT Exams . A technician observes that upon initial power-on. Answer: A 236. Disk Cleanup Wizard Answer: D 238.CertInside 220-603 B. consolidate fragmented files and folders on the computers hard disk. the computers BIOS is issuing a beep code. C. Replace the power supply. Replace the monitor. Reseat the heatsink. Answer: A 239. ask the user to re-install the mouse drivers. B. Disk Management C. Http://www. perform an exhaustive disk check and repair bad sectors. Disk Defragmenter B. Reseat the video card. A user reports that the PS/2 mouse is not working. B.CertInside. C. D. Which of the following should the technician recommend? A. instruct the user to disassemble the mouse and clean the trackball. Start > Programs > Accessories > System Tools > Event Viewer B. Start > Programs > Control Panel > Event Viewer Answer: C 237. CHKDSK D. Start > Programs > Control Panel > Administrative Tools > Event Viewer D. Which of the following utilities optimizes hard disk performance by scanning the system for files that are safe for removal? A. D. C. have the user check the mouse connection and reboot the computer. scan and verify the versions of all protected system files using the tools default operation. A user reports that the computer has stopped displaying video. A technician should: A.

Control Panel > System > Hardware > Device Manager > Select the listing for the NIC > Driver Tab > Update Driver B. Answer: B 241. A. Control Panel > Hardware > Select the listing for the NIC > Driver Tab > Update Driver D.CertInside. Replace the video card. TRACERT Answer: BD 243. A user reports that the computer loads Windows slowly. B. request that the user swap out the mouse. A user reports that the computer is no longer displaying video. C. Which of the following tools may help correct this problem? (Select TWO). Check the power cord on the computer. Http://www. Reseat the processor and memory. Replace the motherboard. MSCONFIG C. REGEDIT B. Answer: A 220-603 240. IPCONFIG D. A user reports that when pushing the power button the computer does not turn on and the fans do not make any noise. Control Panel > System-Device Manager > Driver Tab > Update Driver C. Which of the following sequences will update the device driver for a network interface card (NIC)? A. B. Hold in the power button for thirty seconds. Control Panel > Network Interface Cards > Highlight the listing for the NIC > Update Driver Answer: A 242. Which of the following should the technician tell the user to do FIRST? A. Which of the following actions may resolve the problem? A.CertInside D. D. The user can see the boot-up screen but the video disappears while loading Windows. Reinstall the video driver from safe mode.com CertInside Help you pass any IT Exams . DEFRAG E. The computer had been working the previous day.

install the latest device drivers for the USB device from the manufacturer's web site. 220-603 D. Press Ctrl-Alt-Del and select Task Manager Answer: ABE (Select THREE). A user reports that a USB device does not work when plugged into the ports on the flat panel video display. assist the user to delete and re-install the USB root hub in Device Manager. B. the video card will only display 640 x 480 resolution. After installing a video card in a computer. No errors are displayed in Device Manager and the device does not seem to be detected when plugged in. Uninstall the video card because the card is defective. Answer: A 246. D. Determine whether the monitor cord is correctly connected to the computer. instruct the user to ensure there is a USB cable attached to the LCD panel from the workstation. A new AGP video card needs to be installed in a user's computer. B. check for a firmware update for the device to support connections to an LCD panel. Install the driver associated with the video card. Which of the following would be a valid way for the user to access the Task Manager? A. Right click the Taskbar > Task Manager C. install the card into the AGP port inside the computer and install drivers for the new video card. Answer: B 244.com CertInside Help you pass any IT Exams .CertInside C. connect the new video card to the AGP port using IEEE 1394/Firewire and install drivers for the new video card. C. following actions should the technician take FIRST? A. Press Ctrl-Alt-Tab E.CertInside. Check the power cord on the monitor. install the card into a free PCI port inside the computer and install drivers for the new video card. C. attach the new video card to a USB port using the included USB cable and install drivers for the new video card. A technician should instruct the user to: A. however when plugged into the front of the workstation the device works properly. D. The next troubleshooting step would be to: A. B. Right click My Computer > Properties > Task Manager D. 245. Press Ctrl-Shift-Esc B. Answer: B 247. Which of the Http://www.

technical support supervisor. Install the drivers that came with the mouse. company vice president. A user reports having a three button mouse but the third button is not working. D. B. Answer: A The technician does not know how to resolve the problem. Transfer the call to another technician. C. Which of the following should enable the user to do this? A. Inform the user to call the laptops manufacturer directly. D. Answer: B 248. the customer questions a technicians competence. Configure the third button through the Regional Options. Request that the user call the second level support. While assisting a customer on the telephone. 220-603 D. The user would like to set the mouse up to utilize all three buttons. Reboot the system because the operating system did not detect the video card. Answer: C 250. Which of the following should the 251. Politely terminate the conversation and inform the supervisor.com CertInside Help you pass any IT Exams . B. B. C. D. Ask to place the user on hold and consult with another technician or a supervisor. Change the frequency on the video card. Configure the third button under the Accessibility Options. person who receives the service request. following actions should the technician take? A. Inform the user that the technician cannot support the issue and to try calling a different location. user with a problem. B. Try the mouse on another computer. The initial problem owner is defined as the: A. a technician receives a telephone call from a user who is having difficulty with a company laptop. C.CertInside.CertInside C. Answer: C 249. technician do? A. In an enterprise environment. Which of the Http://www.

D. When a technician takes ownership of a customers problem. Inform the customer politely that the issue is understood and the technician is attempting to solve the problem. exchange the broken device for a new one. Ask the customer where the customer is from and give the customer the telephone number for local support in that area.com CertInside Help you pass any IT Exams . C. A technician is able to resolve the problem quickly but needs to test the solution. Place the customer on hold and walk away until the technician can speak politely. A customer reports that this is the third time that they have called about their cable modem not working. Answer: A 254. Involve the support supervisor because of the confidential nature of the document. legal responsibility for the data integrity. Answer: D 253. Which of the following actions should the technician take? A. B. Tell the customer to calm down so that the problem can be addressed. Explain to the customer that the problem must be escalated to a supervisor. C. A customer is experiencing difficulty printing a document containing confidential information. D. solving the customers problem. Which of the following would be the BEST way to handle this call? (Select TWO). B. Ask the customer to print and inspect the document to ensure the problem is resolved. Testing is not required because a technician always knows when a problem is resolved. the technician is committing to: A. B. monetary responsibility for the problem.CertInside. A. Listen to the customers issues and attempt to assist the customer. Print the document and inspect the document to ensure that the problem is resolved. D. C. Tell the customer that getting angry will not help the situation. A customer has a heavy accent and a technician is having difficulty understanding the customer. Http://www. D.CertInside 220-603 C. Answer: B 255. Answer: D 252. Which of the following would be the BEST action for the technician to take? A.

Visit the users workstation and attempt to resolve the problem at the workstation. Which of the following would be the BEST action to take? A.CertInside 220-603 B. C. A customer is requesting assistance with a laptop recently purchased via the Internet. While assisting a customer on an extended issue it becomes necessary to place the customer on hold to request assistance. Answer: C 257. Ask the customers name and address and then notify authorities. Tell the customer patiently that the technician is having difficulty understanding the customer and ask the customer to speak slowly. B.CertInside. Tell the customer that it is not possible to understand what the customer is trying to say and close the call. Ask the customer what they would prefer to happen next or offer to call back. Tell the customer that the customer will be transferred to someone who understands his accent. Attempt to troubleshoot the problem immediately over the telephone. Place the customer on hold for a short time. Issue the customer a new serial number for the laptop. C. Leave the customer on the line and step away quietly. E. Which of the following would be the BEST way to handle this call? A.com CertInside Help you pass any IT Exams . D. B. A user notifies an internal help desk that the user is unable to print a document needed for a meeting in 15 minutes. Tell the customer that you cannot verify the serial number or support the laptop. Answer: D 258. Which of the following would be the BEST action to take next? A. The technician finds that the laptops serial number is invalid. B. Copy the file to a network location. Paraphrase what the customer is saying frequently to gain understanding. Provide support for the laptop. Tell the user that someone will work on the problem as soon as it can be scheduled. print the file and give the document to the user. D. C. Answer: DE 256. D. Answer: D Http://www. D. When you ask the customer if they would mind being placed on hold they decline. Tell the customer that you will need to put them on hold to continue assisting them. C.

network printers or email. Answer: C 261. After gathering data. An angry customer reports being unable to send or receive email after several telephone calls to technical support. Apologize to the customer and state that the technician will attempt to help. Implement a solution. Run IPCONFIG to verify that the IP settings are correct. problem-solving Answer: A 260. troubleshooting C. The customer demands that the problem be fixed immediately because the customers boss is waiting for a critical email. Check the connection settings in Internet Explorer. D. C.CertInside 220-603 259. Diagnose the problem Answer: D 262. Contact a networking technician to check the status of the server. D. Start troubleshooting the issue. B. Which of the following actions should a technician take FIRST? A. listening B. Estimate the cost of repairing the problem. which of the following actions should a technician take next when implementing the problem-solving process? A. diagnosing D. Transfer the call to a supervisor. A remote user reports being unable to access the Internet. which of the following would be the MOST important step when gathering information? A. Put the customer on hold and research the customers previous work orders. Answer: A Http://www. C. C. D. Which of the following should be done to begin troubleshooting the problem? A.com CertInside Help you pass any IT Exams .CertInside. When attempting to determine the source of a customers problem. Ask the user to close and re-open all applications. B. B. Evaluate the solution.

com CertInside Help you pass any IT Exams . 25 D. Answer: A 264. 80 C. Hubs intelligently direct traffic and switches repeat all traffic. D.CertInside 220-603 263. Which of the following ports must be opened on Windows firewall to allow HTTP connections to Internet Information Services (IIS) on a Windows XP Professional desktop? A. DHCP. MAC address B. TCP/IP B. Which of the following describes the difference between a network hub and a network switch? A. D. A switch has an uplink port to add another switch for expansion. host name Http://www. 443 B. A fully qualified domain name consists of which of the following? (Select TWO). C. C. Answer: D 267. NetBEUI C. B. A switch does not. A. The alternative to assigning IP addresses manually is to assign them using: A. A hub has an uplink port to add another hub for expansion. A hub does not. SMTP.CertInside. Which of the following protocols is not routable? A. B. FTP. DNS. Routing Information Protocol (RIP) Answer: B 266. Hubs repeat all traffic and switches analyze and intelligently direct the traffic. 21 Answer: B 265. SPX/IPX D.

ISP name D. Add the gateway address. modem. Answer: A 270. Which of the following should a technician do? A. Setup a static IP address and reboot. Ensure that the network cable is plugged in. the mouse has stopped responding. C. domain not available is shown when Enter is pressed. gateway address. network adapter. D.CertInside. A loopback PING is used to verify the function of a: A. Which of the following would be the correct method for uninstalling the new driver? A. C. Http://www. Remove the mouse entry in Device Manager. C.CertInside C. Answer: A 271. B. File Sharing and entering the correct domain name. A user has installed the drivers for a mouse. B. B. A user cannot access secure websites. After configuring network settings.com CertInside Help you pass any IT Exams . Bypass the router and connect the computer directly to the modem. static IP address. Roll Back the driver from Device Manager. A. Disable the software firewall. enabling DHCP. D. Customize the software firewall. domain name E. Reinstall TCP/IP and reboot. NetBIOS name Answer: BD 220-603 268. After installing the driver. B. A technician is adding a Windows 2000 laptop computer to a Windows 2003 domain. Customize the security settings in the browser. Answer: D Which of the following actions should be taken? 269. D. the error message.

Which of the following sequences will update the device driver for a network interface card (NIC)? A. Control Panel > System-Device Manager > Driver Tab > Update Driver C. Answer: B 273. Control Panel > Hardware > Select the listing for the NIC > Driver Tab > Update Driver Http://www. Answer: C 274. request that the user swap out the mouse. After checking the server logs and finding nothing unusual. B. The users computer is running with 128MB of RAM and the user doesnt want to purchase additional memory. Rewind the tape. C. Answer: B 220-603 272. the technician should do which of the following FIRST? A. have the user check the mouse connection and reboot the computer. A technician discovers that a server tape backup did not run successfully. A technician should: A. Decrease Virtual Memory size. D. Clean the tape heads. B. Remove the driver in the Mouse applet. ask the user to re-install the mouse drivers. D. B. A user reports that the PS/2 mouse is not working. A user reports a low performance problem. Answer: A 275. C.CertInside. C. Reduce the memory refresh rate. D. Perform a data restore. Replace the tape drive. Adjust for best performance. Which of the following changes on the Performance Options would be BEST for the user? A. D.CertInside C. Adjust for best appearance.com CertInside Help you pass any IT Exams . instruct the user to disassemble the mouse and clean the trackball. Control Panel > System > Hardware > Device Manager > Select the listing for the NIC > Driver Tab > Update Driver B. Re-install the previous driver in Control Panel.

B. The drivers need to be updated D.CertInside. C. Re-install the mouse driver and reboot the system C. Disk Defragmenter Answer: D 279. A user reports that the mouse pointer is behaving erratically when the mouse pointer is moved over the screen. The hard drive jumper needs to be changed to make it a master drive. Which of the following would be the MOST likely cause of the problem? A. B. D. Reseat the mouse connector on the system and check for damaged pins. Control Panel > Network Interface Cards > Highlight the listing for the NIC > Update Driver Answer: A 276. Disk Cleanup B. A user reports not being able to log into a domain at work on a computer running Windows XP Home. Which of the following may be causing the problem? A. Answer: A 277. D.com CertInside Help you pass any IT Exams . Which of the following would be the BEST way to troubleshoot this problem? A. System Restore C. Which of the following Windows tools should be used regularly to re-index a hard drive? A. Remove the roller ball from the mouse and clean the ball and rollers. Answer: A 278. The BIOS needs to be updated. Http://www. The hard drive jumper needs to be changed to make it a slave drive.CertInside 220-603 D. CHKDSK D. B. Network properties will not update until the machine has been restarted. A computer account has not been created on the domain. Windows XP Home cannot connect to a domain. Use mouse properties to adjust the mouse pointer speed settings. Windows XP Home must be reconfigured to connect to a domain. C. A technician is installing an additional hard drive in a computer but it is not recognized in the BIOS.

B. C. B. Account Operators B. Configure the CMOS to accept the second monitor. Server Operators C.com CertInside Help you pass any IT Exams . A new employee requests an email login and password. Which of the following should the technician recommend to solve this problem? A. All Users Http://www. Verify the users information and confirm whether the user has an email account set up. Use the factory default settings option on the monitor. Place the monitor away from the system because the system emits magnetic fields. Extend Windows desktop to the second monitor through the Display Settings. Everyone D. D. Restart the computer so the second monitor will be recognized. Adjust the resolution of the screen and change the color quality depth to 32 bit. Set up a new email account for the user. B. Answer: D 283. The user has a second monitor connected to the laptop but the second monitor will only mirror the laptop screen. Create a new domain user account. Answer: C 281. A technician is contacted by a user who has a laptop computer running Windows XP. A.CertInside Answer: A 220-603 280. Answer: C 282. Which of the following groups in a domain in Windows 2000 have access to a shared folder by default unless it is removed? A.CertInside. D. Speak to the users supervisor and tell the supervisor the users name and password. A user reports that the CRT monitor has discolorations on the screen. Which of the following should the technician do FIRST? C. Update the operating system to Service Pack 2. C. D. Use the Degaussing option on the monitor. Which of the following should a technician recommend that the user do FIRST? A.

Which of the following services does Windows XP use to automatically connect a wireless client to an access point? A. As staff are added. system folders. Answer: B 287.CertInside. hard drive is running out of disk space. D. B. D. Which of the following is an example of a possible social engineering attack? A. user does not have administrator privileges. Answer: A 285. each staff member receives individually configured access to the network folders they need. D. An unauthorized device is installed by a rogue administrator to capture network traffic. groups. operating system needs to be upgraded to Service Pack 2.CertInside Answer: C 220-603 284. A small company is hiring new staff. Wireless Zero Configuration Http://www. operating system was installed on a FAT32 partition. C. subnets.com CertInside Help you pass any IT Exams . C. The company has grown and the human resources department is not able to keep up with permission assignments and modifications. C. A user with a computer that is running Windows XP Professional wants to encrypt a folder. Answer: B 286. B. A caller posing as a company vice president reports a problem with the username/password combination and requests a password reset.11g Wireless Connector B. goes to Properties and Advanced button there is no option to encrypt. A co-worker watches a user enter the password and later the co-worker logs in as that user. When the user right clicks on the folder. 802. B. The user does not have an encryption option because the: A. trees. The system administrator should implement a procedure for assigning new users to: A. An infected computer is used to send email containing viruses or spam.

Network Location Awareness D. Microsoft Baseline Security Analyzer (MBSA) Http://www.CertInside C. installing access points. Which of the following is a system integrated security feature in Windows XP SP2? (Select TWO). Group ID E. Answer: B 289. Under View Available Wireless Networks. A user with a computer running Windows XP SP1 is unable to connect a new laptop to the WPA encrypted wireless network. C. the user can see the network SSID but cannot connect. disabling WEP. When setting up users' computers to access the WLAN. Net Logon Answer: B 220-603 288.com CertInside Help you pass any IT Exams . Update the device drivers for the Bluetooth adapter. A network administrator has implemented a secure WLAN using WEP for a department. Edit the preferences of the Windows firewall. Upgrade to Windows XP SP2. MAC filtering. B. Which of the following should be recommended to the user? A.CertInside. A. MAC address B. Answer: A 290. System Update Checker B. Turn off any anti-virus software that is running. SSID C. C. enabling SSID broadcasts. A. Security ID D. D. which of the following would be required settings? (Select TWO). One way to increase the security of a wireless network involves: A. D. WEP key Answer: BE 291. B.

A technician states that there are technical problems and that When the customer suggests that the technician should send an email to staff advising them about the problem. Which of the following would be the BEST example of a strong password? A. Http://www. Show Icon in Notification Area is unchecked in LAN properties Answer: C 293.CertInside C. pass1word C. put the customer on hold and tell other technicians about the customers comments. the technician should: A. Several attempts are made to PING a computer but the replies are not successful.CertInside. computer firewall D. Confidentiality D. email is temporarily unavailable. B. Pass7WORD! Answer: D 294. Authentication C. Automatic Updates E. network interface card (NIC) TX/RX lights are flashing B. Encrypting File System D. Integrity Answer: C 295. !password B.com CertInside Help you pass any IT Exams . politely tell the customer that this is impossible under the present circumstances. PassWORD D. A customer reports being unable to access email. Windows Firewall Answer: DE 220-603 292. Authorization B. inadequate page file C. Which of the following may be the cause? A. The purpose of data encryption is to provide which of the following? A.

B. company vice president. remove the screen savers and tell the users not to re-install the screen savers. technical support supervisor.com CertInside Help you pass any IT Exams . suggest that the customer take an introductory course in computer networking. The technician should: A. A company has decided to replace its CRT monitors with LCDs. Answer: B 296. explain to the customer the benefits of RAID and suggest that the customer consider installing SCSI hard drives in a RAID configuration. D.CertInside. The customer starts to yell and demand that the card be fixed immediately. A customer reports purchasing a video card and the card is not working. B. Answer: B 299. Which of the following should a technician do FIRST? A. Answer: C 297. C. Advise the customer that the tone of voice is inappropriate and the technician is terminating the call.CertInside 220-603 C. A customer is having difficulty installing a secondary hard drive and calls the technician for assistance. Answer: C 298. does not have a policy addressing outside screen saver use. B. do nothing because the technician was only told to remove the CRTs and install the LCDs. D. a technician observes The company that most of the staff in one department are using screen savers that the technician knows are adware. D. D. C. The technician should: A. explain to the customer in-depth how the companys email system works. Terminate the customers telephone call and notify the supervisor. Tell the customer that they will be able to receive help when the customer stops yelling. Tell the customer in a calm voice that if the yelling continues that the call will be terminated. Http://www. In the process of doing this. The initial problem owner is defined as the: A. mention this to the supervisor as a possible topic for discussion at the next managers meeting. user with a problem. C. person who receives the service request. send an email to the users involved stating that using the screen savers is a violation of company policy.

verify that the data and power cables are correctly connected. C. Ask the customer to call back on a different line and continue running HyperTerminal test. Answer: D 301. Explain that this is a safety hazard because the cord is on the floor and may cause an electrical shock. C. Let the customer express frustration without interrupting. ask the customer to explain the need for a secondary hard drive when the primary drive should be large enough to hold all the data. D. Ask the support supervisor to take the call. C. A technician is helping a customer troubleshoot a problem with a modem. D. Explain to the customer that follow-up will not be needed.com CertInside Help you pass any IT Exams . and confirm that both drives are recognized by the BIOS. D. Http://www. take? A. An angry customer is reporting problems with a computer. C.CertInside. Which of the following would be the FIRST thing for the technician to do? A. Answer: C Which of the following would be the FIRST step to 302. Which of the following would be the BEST action for the technician to take? A. Ask the customer questions to help determine which cord is unattached. B. Tell the customer that the call was unnecessary and they should plug the cord into the slot that matches the end of the unattached cord. Give the customer a case number and ask the customer to call back if problem continues.CertInside 220-603 B. Answer: D 300. assist the customer to determine the correct jumper settings for the hard drives. describe in detail how the computer determines the primary and secondary drives so the customer can make the proper jumper settings. Tell the customer there is nothing to worry about. A technician receives a telephone call from a customer who says that a cord from the back of the computer fell off and that they are unsure where the cord belongs. Tell customer that the problem is not serious and not to worry. B. Tell the customer to calm down. B. The technician would like to run a HyperTerminal test to determine whether the modem will now connect and the customer only has one phone line.

customer requests to continue the resolution on their own. Which of the following actions by the technician would avoid a similar situation in the future? A. C. frequently asked questions (FAQ). Check with a co-worker before making commitments for the co-workers schedule. Ask a supervisor to send the co-worker to visit the site as promised. software tools and online resources used to facilitate problem resolution is known as: A. Http://www. Develop a course of action. B. A. Diagnose the problem. Which of the following would be the FIRST step in the problem solving process? A. C.CertInside 220-603 D. C. After checking. D.CertInside. B. A collection of books. a Knowledge Base. Determine which solution is easiest to implement. a Server Management System. documents. The technician promises the customer that a co-worker will be onsite later because the technician does not want the customer to become upset. customer is satisfied or the problem is escalated. Answer: D 306. Avoid making promises to customers. Tell the customer that all appointments are tentative. a technician determines that an onsite visit is required. D. Answer: A 304. It is appropriate to terminate a support call when a: (Select TWO). C. Answer: A 305. the technician realizes that the co-worker cannot visit the site. Answer: D 303. B.com CertInside Help you pass any IT Exams . B. a Requirements Report. Offer to call the customer back to confirm that the HyperTerminal test was successful. Gather and document data. Upon receiving an urgent call from a customer. D. customer is yelling.

FDISK D.com CertInside Help you pass any IT Exams . Answer: AB 220-603 307. format [drive]: /fs:Fat32 C.CertInside D. The command line option to convert a basic disk to a dynamic disk is: A. Inform your manager or supervisor about the observations. CONVERT Answer: B Http://www. DISKPART C. Use open-ended questions to gather as much information as possible from the customer. Answer: C Which of the 309. a user wants to format the secondary hard drive on the computer to FAT32. Which of the following commands would be used? A. following would be the BEST action for the technician to take? A. format [drive]: /file:Fat32 D. D. Use closed-ended questions to obtain information about the customers problem. D. C. FORMAT B. A technician discovers that a co-worker is illegally accessing data from a customers network. On a computer running Windows XP. fmt [drive]: /fs:Fat32 B. Inform the local authorities that theft of intellectual property is occurring. technician's shift is over. Answer: B 308. Ask the customer to call back and leave a voice mail about the problem. B. fmt [drive]: /file:Fat32 Answer: B 310. C. Interrupt the customer and change the subject to obtain information about the problem.CertInside. Tell the customer to report a security breach to their management B. Tell the co-worker to stop accessing customer data. Which of the following would be the BEST way for a technician to deal with a talkative customer? A.

Right click on My Computer > Properties > Advanced > User Profile Settings > change type of profile B. Which of the following steps can be used to disable the auto-restart in Windows XP? A. Information about a bluescreen error in Windows can be found in: (Select TWO). B. Which of the following commands is used to check for and replace corrupt Windows files? A. D. Right click on the desktop > Properties> Settings > Advanced > Apply New Settings Without Restart Answer: B 312. Windows Management Instrumentation. SFC /F D.com CertInside Help you pass any IT Exams . SFC /SCANNOW B. D. Start > Control Panel > Add/Remove Programs > remove Windows XP Service Pack 2 C.CertInside 220-603 311. System Restore > create a Restore Point > Shut Down the computer. Computer Management. Answer: BC 314. Which of the following should the user be instructed to do to resolve the problem? A. E. D. SFC /FILESCAN C. Start > Settings > Control Panel > Sound > Speech & Audio devices > Sounds & Audio devices > Advanced > Set Volume. SFC /F:SCAN Answer: A Http://www. A user reports recently installing several programs and now the computer which is running Windows XP Home starts slowly. the Event Viewer. the first line of the bluescreen. Right click on My Computer > Properties > Advanced > Startup and Recovery Settings > uncheck automatically 'restart under system failure' C. Start > Run > type MSCONFIG > Enter > Startup > remove any unwanted applications that load with Windows Answer: D 313. Start > Run > type CMD > Enter > type SFC /SCANNOW B.CertInside. Disk Management. C. A.

The computer name or IP Address is correct. Remove a file.com CertInside Help you pass any IT Exams . The computer is in the HCL. 'The specified remote computer could not be found. Which of the following keys should be pressed to install drivers that are not part of the default installation process Http://www. Disk Defragmenter C. D. a technician receives an error message stating. Disk Cleanup Wizard B. REGEDIT C. D. C. Answer: A 220-603 316. The network interface card (NIC) is operating correctly.CertInside. Answer: D 319.CertInside 315. REGEDT32 Answer: D 317. Disk Management Answer: C 318. C. The command REN will do which of the following? A. EDIT D. B. B. Rename a file. Which of the following utilities optimizes hard drive performance by scanning system file structure for errors? A. Remove a mapped drive. Renew an IP address. The computer is set to accept Remote Desktop Connections. CHKDSK D. MSCONFIG B. Which of the following must be verified to resolve the problem? A. When trying to access a computer using a Remote Desktop Connection. Which of the following in Windows 2000 is a registry editor that allows changes to be made but does not allow a search of the keys? A.

exe /copysource D. [cd-rom drive letter]:\i386\winnt32. C. D. Which of the following may be the problem? A. FAT32 partitions cannot be defragmented. In Device Manager under the File menu and options. B. D. A user reports that performance on the computer running Windows XP Professional has become slow. Which of the following Virtual Memory configurations will provide optimal performance on a workstation with two hard drives each having two partitions? Http://www. User accounts do not have privileges to run the defragmentation utility. [cd-rom drive letter]:\i386\winnt32. Which of the following files should be run to install the Recovery Console in a computer running Windows XP Professional? A. F8 D. In Computer Management. In the Security Center applet in Control Panel. On the hardware tab in System Properties.com CertInside Help you pass any IT Exams .exe /duprepare Answer: B 322.exe /cmdcons C.CertInside. [cd-rom drive letter]:\i386\winnt32. F2 B. Answer: A 321.exe /cmd B. [cd-rom drive letter]:\i386\winnt32. F6 C. The user is unable to run the defragmentation utility. The defragmentation utility needs to be re-enabled. B. Answer: A 323.CertInside in Windows XP? A. The defragmentation utility is not installed. C. Which of the following would be the correct location to access when enabling Driver Signature Verification? A. F12 Answer: B 220-603 320.

Computer Management Answer: A 326. Format a disk.CertInside. a user reports being able to choose between two installations of Windows XP in the startup path. Disk Management D. System File Checker C. Which of the following can be done to remove the invalid Windows XP startup path? A.INI B. Configure the system to use no paging file. Http://www. Modify BOOT. Drive Management C. Device Manager B. C.INI C.com CertInside Help you pass any IT Exams . Create a directory. In Windows XP. After a reinstall of Windows XP. The command MD will do which of the following? A. Modify SYSTEM. Configure the paging file to be on the drive that does not have the system files. Map a network drive. 220-603 B. B. Answer: C 324. Disk Management D. Computer Management Answer: C 325.INI D. Disk Cleanup B. C. which of the following tools is used to partition a new hard drive? A. D. Modify startup in MSCONFIG Answer: B 327.CertInside A. Configure the paging file to be on the same drive and partition as the system files. Which of the following tools can be used to delete old compressed files? A. Modify WIN. Configure the paging file to be on the same drive as the system files but in a different partition.

A. Set the date and time. The department director has requested that the Each computer be configured to have individual logins and that each user has the ability to have their own settings. Startup B. perform an exhaustive disk check and repair bad sectors. no boot device found. The CHKDSK /R command allows a technician to: A. Two users will be sharing a networked Windows XP computer. The boot partition was not set in BIOS. right clicking on My Computer > Properties > Services C. selecting Start > Programs > Windows Explorer > Tools > Services Answer: AC 330. Default User C. set a disk as read-only. D. C. All Users Answer: B 329. Answer: A 331. Http://www. Answer: C 220-603 328. Windows XP pulls the initial profile from which of the following locations? A.CertInside D.msc. Administrator D. user will need to start with the same basic profile. there is an error message stating. selecting Start > Control Panel > Administrative Tools D. A user installed a new primary hard drive into a computer and created a primary partition and an extended partition with a logical drive. B. consolidate fragmented files and folders on the computers hard disk. Which of the following is MOST likely the problem? A. perform an exhaustive disk check. B. and recover readable information.com CertInside Help you pass any IT Exams . Open the Services console by: (Select TWO). When the user tries to boot the system to the new primary partition. selecting Start > Run > type services. locate bad sectors. scan and verify the versions of all protected system files using the tools default operation.CertInside. The user formatted the primary and extended partitions to FAT32.

has 100 megabytes of documents in the My Documents folder. HTTP B. The boot partition was not formatted with the necessary boot files. C. NetBIOS name Answer: BD 335. Answer: C 332. C.CertInside 220-603 B. The MOST likely cause of the problem would be an improperly configured: Http://www. B. gateway. needs to update the virus definition software. FTP D. B. Which of the following converts numeric IP addresses to user-friendly names? A. A user reports being able to access local network resources but unable to access network resources outside the local office by host name or IP address.com CertInside Help you pass any IT Exams .CertInside. The boot partition was not formatted. A.000 files in the Temporary Internet folder. NNTP C. Answer: A 333. ISP name D. DNS Answer: D 334. A. D. domain name E. A fully qualified domain name consists of which of the following? (Select TWO). DNS server. device driver. A user reports that the computer is running slowly. This problem may have occurred because the user: A. host name C. has over 300. has 60% free space on the hard drive. The boot partition is not set as active. C. D. MAC address B.

Right click on the folder > Sharing and Security > Share this folder on the Network. C.CertInside. A 339. 'No network connection. Internet Connection Sharing Answer: C 337. technician should ask the user to: A.1. IPCONFIG /FLUSHDNS D. WINS server. IPCONFIG /RELEASE C.CertInside D. restart the computer and determine whether the computer makes a single beep on start up. Which of the following commands is used to disconnect a computer's DHCP lease? A. an error message appears stating. Ad hoc B. Answer: C 220-603 336. Right click on My Computer > Make Available Offline C. Http://www. Answer: C The user's IP address appears as 169. peer-to-peer C.254. infrastructure D. press F2 after restarting the computer to determine whether the NIC is still enabled in the BIOS. Which of the following modes should be configured to attach a computer to a wireless network that utilizes an access point? A. IPCONFIG /REGISTERDNS Answer: B 338. check whether the light next to the network interface card (NIC) port is blinking. The user then restarted the computer with the same results. Right click on My Computer > Map Network Drive B.0. Which of the following actions should be taken to share a folder on a computer running Windows XP Home? A. would you like to log on to the machine locally?' The user selected OK and was able to get to the desktop. IPCONFIG /RENEW B.com CertInside Help you pass any IT Exams . A user reports that when attempting to logon to the computer. B. D. restart the computer and listen carefully for any unusual noises like clicking or grinding.

D. a 34 pin ribbon cable. B. the new hard drive to: A. Answer: B The technician should attach Http://www. PPTP C. routing tables. D.com CertInside Help you pass any IT Exams . Which of the following describes the difference between a network hub and a network switch? A. path taken by messages between two devices on the network. A switch does not.EXE utility is used to display the: A. Hubs intelligently direct traffic and switches repeat all traffic. Which of the following protocols will allow a user to read and write emails while the emails are on the server? A. D. a 40 pin ribbon cable. Hubs repeat all traffic and switches analyze and intelligently direct the traffic. a 6 pin round cable. MAPI Answer: A 342. B. Right click on My Computer > Sharing and Security > Map this on the Network Answer: C 340. SMTP D. C. IP network interface configuration. B.CertInside 220-603 D.CertInside. an 80 pin ribbon cable. Answer: C 343. The PING. A hub does not. A technician is building a new computer for a client and installing an IDE hard drive. A switch has an uplink port to add another switch for expansion. A hub has an uplink port to add another hub for expansion. IMAP B. C. A user wants to access work email from home. results of test messages between two devices on the network. Answer: A 341. C.

D. driver is corrupt. DHCP server information Answer: A 346. NVEX ready. D. When a user would like to access a file server with Universal Name Convention (UNC). C. B. cable is unplugged. NLI compatible.CertInside. SLI compatible. which of the following information is needed? A. D. following can the technician do to correct the problem? A. Answer: D 345. HTTP server address on Address Bar C.com CertInside Help you pass any IT Exams . MLI ready. Replace the battery by purchasing a new battery from the manufacturer. A technician receives a laptop that is running out of battery power more quickly than expected. B. SMTP server address D.' The technician should understand that the problem is that the printer: A. B. Note on the work order that the laptop is losing battery capabilities and the laptop must be replaced. Answer: B Which of the Http://www.CertInside 220-603 344. A user reports that when trying to print a document nothing comes out of the printer and states that the only printer in the printer dialog box is 'Microsoft Office Document Image Writer. C. hostname and path name B. has not been installed on the user's computer. C. Stop using the battery and use alternating current (AC) power for the laptop. Answer: A 347. is not turned on. A computer that can host dual PCI-Express video cards is said to be: A. Replace the AC adaptor by purchasing a new adapter from the manufacturer.

Before removing a shared folder from a computer on a network. Which of the following would be the LAST step to take when installing a network printer? A. Which of the following types of batteries provides the longest running time for portable devices? A. C. Close all open files. Defragment the computer's hard drive.CertInside. A dual-layer DVD-R disc has a maximum data capacity of: A. Passive matrix Answer: A 351. Print a blank sheet of paper. B.7GB. Ping the printer's IP address. C. Remove share privileges. nickel metal-hydride (NiMH) Answer: C 352. Dual scan D. Http://www. Answer: B 349. D. Reboot the computer. Active scanning C. 700MB. B.1GB. Active matrix B. alkaline B. 2. C. Which of the following is used to produce the best LCD image on a laptop? A. Notify all users. B.CertInside 220-603 348. 4. D. which of the following should be done FIRST? A. Answer: A 350. lithium ion (Li-ion) D. Print the test page.com CertInside Help you pass any IT Exams . nickel-cadmium (NiCd) C.

The user has checked Which of the following should be attempted FIRST? A. The printer needs to be calibrated. dots per millimeter. ink is full. C. Http://www. Answer: D 354. D. Instruct the user to shut down and restart the system and attempt to print again. The print queue has 20 documents waiting for the printer. a user reports that some colors seem to be missing intermittently. Which of the following is MOST likely the cause of the problem? A. Answer: D 220-603 353. Which of the following is MOST likely the cause of the problem? A.com CertInside Help you pass any IT Exams . There is insufficient memory installed in the printer. The standard measurement of resolution in printing is: A. C. B. D. The user has a signed driver. C. The print head is clogged. Delete and recreate the printer on the users system. dots per inch. lines per millimeter. B. When using an ink jet printer. Answer: D 356. print heads are clean. 9. C. D.CertInside D. Update the print driver on the users system. the printers hardware is working. Restart the print spooler on the system hosting the printer.4GB. B. A user reports that jobs for a network printer are stuck in the print queue and will not print. The print head has failed. B. An incorrect paper type is being used. Answer: D 355. A user reports that a local ink jet printer is not printing. There is a problem with the document being printed.CertInside. lines per inch. The printer is set to offline mode in Windows XP. the printer display and the display shows Ready. and the printer is connected correctly via USB.

Too many documents are being printed at once. Windows firewall is blocking packets being sent to the printer. ink jet Answer: C 360. C. A user reports that a local printer attached to the workstation is not printing properly. Instruct the user to shut down and restart the system and attempt to print again. Which of the following could be installed to increase the processing capacity of some office printers? A. Answer: A 358. laser D.CertInside.CertInside 220-603 D. Answer: B 357. Ethernet card Http://www. impact B. Answer: A Three jobs appear in the Which of the following 359. D. memory D. solid ink C. ROM C. The size of the document being printed is too large. There is a mechanical problem with the printer. Update the print driver on the user's system.com CertInside Help you pass any IT Exams . Cancel all jobs in the print queue. B. B. Which of the following printers uses heat to fuse the toner onto the printed page? A. should be attempted FIRST? A. C. Print spooler service is stopped. Which of the following is MOST likely the cause of a printing problem if a user is receiving an error before a job is seen in the print queue? A. D. print queue when the user checks Printers and Faxes and the printer display shows Ready. duplexer B. Delete and recreate the printer on the user's system.

CertInside Answer: C 220-603 Http://www.CertInside.com CertInside Help you pass any IT Exams .