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IT Essentials (Version 5.0) - ITE Chapter 12

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A laptop that is running Windows XP displays "Missing

after the POST. What are the two most probable reaso
problem? (Choose two.)
Correct
Respons
e

Your
Response
The index service is not indexing in the correct locations.
There is a conflict with a newly installed device.
Boot.ini is missing or damaged.
BOOTMGR has been corrupted.
The boot order is not set correctly in the BIOS.

BOOTMGR is only used in Windows 7 and Windows Vista. A newly installed devic
service would not interfere with NTLDR.

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IT Essentials

12.2.1 Apply Troubleshooting Process to Operating Systems

A computer repeatedly locks without any error message. Which two conditions m
cause of the problem? (Choose two.)
Correct
Respons
e

Your
Response
The CPU needs to be upgraded.
The computer has a virus.
An update has corrupted the operating system.
The index service is not running.

The user has breached the user security policy.

The UAC has been turned off.

If a computer locks without an error message, hardware or software could be the issue. Problems could include the follow
The CPU or FSB are set incorrectly on the motherboard or in the BIOS.
The computer is overheating.
An update has corrupted the operating system.
The RAM is failing or a RAM module is failing.
The hard drive is failing.
The power supply is failing.
The computer has a virus.

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IT Essentials

12.2.1 Apply Troubleshooting Process to Operating Systems

What are two possible solutions to any Windows computer

restarting continuously and never displaying the desktop?
(Choose two.)
Correct
Response

Your
Response
Upgrade the processor.
Upgrade the video card.
Press F8 to open the Advanced Options menu and choose Disable Automatic
Restart on System Failure.
Run chkdsk /F /R from the recovery console.
Reset the hard drive jumpers.
Access the BIOS and change the boot order options.

Upgrading the processor, upgrading the video card, or resetting the hard drive jumper would not fix
this problem. Boot order settings cannot cause the system to reboot continuously.

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IT Essentials

10

12.2.1 Apply Troubleshooting Process to Operating Systems

Users in a recently installed wireless network are complaining of

slow data transfer and frequent loss of connectivity. The

technician checks that the wireless security is correctly
implemented, and there is no evidence of unauthorized users on
the network. Which two problems might the technician suspect?
(Choose two.)
Correct
Response

Your
Response
The network passwords need to be reissued to the users.
There is interference from outside sources.
The antenna on the access point is too powerful.
The DHCP server is faulty.
The wireless signal is too weak.

Normally, the closer a wireless NIC is to an access point, the faster the connectivity. This problem
does not require the network password to be reissued. The combination of the low bandwidth and
the intermittent connectivity is pointing towards a weak signal or interference from outside sources.

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IT Essentials

16

12.3.1 Apply Troubleshooting Process to Networks

A user complains that a printer is outputting random characters

instead of the desired document. What is a probable cause of this?
Correct
Response

Your
Response
There is dirt or debris in the printer.
An incorrect print driver is installed.
The printer does not have enough memory.
The pickup rollers are defective.

An incorrect print driver makes requests to the printer that the printer is unable to interpret correctly. This
can result in the wrong characters being output. A printer that does not have enough memory cannot
deal with high-detail, complex print jobs. Dirt and debris can cause a paper jam. Defective pickup rollers
can cause the paper to feed incorrectly or not at all.

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IT Essentials

18

12.5.1 Apply Troubleshooting Process to Printers

A computer displays this message when the computer boots: "MBR

has been changed or modified." What could cause this problem?
Correct
Response

Your
Response

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

A virus has altered the Windows kernel.
A boot sector virus has altered the master boot record.
The CMOS battery has failed.
A boot sector virus will alter the MBR. A virus that alters the Windows kernel will not produce this
message. The CMOS battery that fails will cause the system clock to gain or lose time, and RAM being
unseated will result in less RAM being available to the system or will result in POST errors.

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IT Essentials

20

12.6.1 Apply Troubleshooting Process to Security

A technician is troubleshooting a laptop that has the power light on

and the hard drive spinning. However, the laptop only displays
vertical lines that change color. What is the problem?
Correct
Response

Your
Response
The backlight lamp has failed.
The LCD screen inverter has failed.
The BIOS is corrupt.
The LCD screen has failed.

A failed LCD inverter or backlight lamp causes the screen to be dim or very dark. A corrupt BIOS causes
a boot failure.

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IT Essentials

21

12.4.1 Apply Troubleshooting Process to Laptops

A technician is troubleshooting a laser printer that outputs blank

paper for all print jobs including printer test pages. What is a
probable cause?
Correct
Response

Your
Response
The laser printer does not have adequate memory.
The fuser has failed.
The drum is failing to hold a charge.
The drum wiper blade is worn.

When the drum fails to hold a charge, an electrostatic image cannot be formed and results in a blank

paper output. A failed fuser causes loose toner to be output. A worn wiper blade causes ghost images to
be output. Inadequate printer memory results in error messages and incomplete or missing output for
complex print jobs.

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IT Essentials

12.5.1 Apply Troubleshooting Process to Printers

22

A technician is troubleshooting a Windows 7 laptop infected with a

virus that has damaged the master boot record. The technician has
booted the laptop using the installation media and is attempting to
repair the laptop from the command line interface. Which two
commands can the technician use to repair the corrupt master boot
record? (Choose two.)
Correct
Response

Your
Response
regedt32
regedit
chkdsk
bootrec /fixboot
bootrec /fixmbr

The regedit command is used to access the Windows registry, Regedt32 allows for editing the registry in
read only mode, while thechkdsk command is used to repair the Windows file system. The bootrec
/fixboot command is used to repair the boot sector in Windows Vista or 7, while the bootrec
/fixmbr command is used to repair a corrupt master boot record in a Windows 7 or Vista environment.

This item references content from the following areas:

IT Essentials

12.6.1 Apply Troubleshooting Process to Security