Comptia 220-902

CompTIA 220-902
CompTIA A+ Certification Exam

Version: 10.0
CompTIA 220-902 Exam
Topic 1, Windows Operating System
QUESTION NO: 1
A technician is instructed to configure a new workstation to boot the OS from the network. The
technician must enable which of the following FIRST?
A.
PXE
B.
WOL
C.
WiFi
D.
UPNP
Answer: A
Explanation:
QUESTION NO: 2
A technician is troubleshooting a PC with multiple volumes. To verify which are active and
assigned drive letters, the technician should use the LIST function of which of the following
commands?
A.
extract
B.
diskpart
C.
bootrec
D.
chkdsk
Answer: B
Explanation:
"Pass Any Exam. Any Time." - www.actualtests.com 2

QUESTION NO: 3
When using Microsoft Windows 8.1 Operating System, which of the following features allows
scripts and snippets to run?
A.
One Drive
B.
XP Mode
C.
Power Shell
D.
Windows Firewall
Answer: C
Explanation:
QUESTION NO: 4
A PC technician notices that the printers deployed via a new Group Policy are not showing up on
the workstation. Which of the following commands should be run on the PC?
A.
extract
B.
robocopy
C.
gpupdate
D.
tasklist
Answer: C
Explanation:

QUESTION NO: 5
A technician is tasked with installing Windows on numerous network PCs. Which of the following is
the QUICKEST method for getting a standard configuration to the PCs?
A.
Prebuilt image using PXE
B.
Single solid state/flash drive with answer file
C.
Hot swappable image drive
D.
Internal hard drive partition with the image
Answer: A
Explanation:
QUESTION NO: 6
A user prefers an external monitor, mouse, and keyboard for a laptop. The user does not want to
use the built-in screen; however, when the laptop lid is closed, it goes into sleep mode. Which of
the following Control Panel items can be used to disable this feature?
A.
Action Center
B.
System
C.
Display Settings
D.
Power Options
Answer: D
Explanation:

QUESTION NO: 7
A technician is remotely connecting to a workstation using SSH to transfer a security hotfix. Which
of the following command line tools would the technician use to create a directory to store the
hotfix?
A.
dir
B.
rd
C.
cd
D.
md
Answer: D
Explanation:
QUESTION NO: 8
A small office experiences frequent power outages. Upon rebooting the Windows workstations
after each power outage, users report the inability to open shared files. Which of the following
MUST a technician configure to resolve this issue in the future?
A.
Check the “Reconnect at logon” checkbox for the mapped network drive
B.
Connect all computers in the office to UPS devices
C.
Re-map the mapped network drive with the domain administrator account
D.
Replace the hard drives on the file server hosting the shared files
Answer: A
Explanation:

QUESTION NO: 9
Which of the following updates should be performed on a regular basis to ensure the OS has the
latest security patches?
A.
Anti-malware updates
B.
Driver updates
C.
Windows updates
D.
Firmware updates
Answer: C
Explanation:
QUESTION NO: 10
A technician is trying to install Windows on a computer. The install process reports there are no
storage devices available, but the BIOS shows a hard drive is installed. Which of the following
does the technician need to do?
A.
Create a primary partition
B.
Use NTFS
C.
Enable PXE
D.
Install third-party drivers
Answer: D
Explanation:

QUESTION NO: 11
A customer with a PC has requested assistance setting up Windows 7 parental controls within the
web browser. The customer would like to limit how much time a child can spend on a particular
website. Which of the following tabs under Internet Options will allow the user to create those
settings?
A.
Privacy
B.
Advanced
C.
Security
D.
Content
Answer: D
Explanation:
QUESTION NO: 12
A technician is performing a clean install of Windows on a new hard drive from a factory DVD, but
the computer does not recognize the optical disc. A “non-system disk or disk error” is observed.
Which of the following should the technician do FIRST?
A.
Update the motherboard firmware
B.
Check the cables
C.
Replace the optical drive
D.
Check the BIOS setting
Answer: D
Explanation:

QUESTION NO: 13
An administrator has a new workstation that has been loaded with the Windows OS and
configured with the proper IP settings. The workstation needs to be added to the corporation’s
domain. Which of the following utilities will the administrator access to configure this setting?
A.
System Properties
B.
System Information
C.
System Protection
D.
System Management
Answer: A
Explanation:
QUESTION NO: 14
A technician is attempting to remove malware from a customer’s workstation. Which of the

following Control Panel utilities should the technician use?
A.
Folder Options > View hidden files
B.
System > Performance
C.
Display Settings > Refresh rate
D.
Internet Options > Privacy
Answer: A
Explanation:

QUESTION NO: 15
Which of the following should be used to ensure that a Windows OS is functioning optimally?
A.
Driver updates
B.
Scheduled backups
C.
Application updates
D.
Restore points
Answer: A
Explanation:
QUESTION NO: 16
A technician needs to log into a user's computer to fix the user's corrupt local profile. Which of the
following connectivity tools will allow the technician to connect to the user’s computer?
A.
Remote Assistance
B.
Virtual Private Network
C.
Computer Management
D.
Remote Desktop
Answer: D
Explanation:

QUESTION NO: 17
An end user needs to completely re-install Windows 7 on a home computer but it did not come
with any OS discs. How would a technician accomplish this?
A.
Recovery partition
B.
Primary partition
C.
System restore
D.
System refresh
Answer: A
Explanation:
QUESTION NO: 18
A user is unable to find the preferred default network printer in the printers list in the user profile.
Which of the following is the FIRST step that should be taken?
A.
Map printer
B.
Reboot computer
C.
Check to see if printer is turned on
D.
Log in as a different user and see if printer is mapped
Answer: A
Explanation:
QUESTION NO: 19
A technician needs to perform a backup while a system is running. Which of the following services
allows this task to be accomplished?
A.
Robocopy
B.
Shadow copy
C.
Xcopy
D.
System restore
Answer: B
Explanation:
QUESTION NO: 20
A technician has been tasked with loading the operating system on every PC with a blank hard
drive on a network. The technician wishes to install the operating system with minimal physical
interaction with the PCs. Which of the following is the BEST way to accomplish this?
A.
Clone the operating system from an image onto optical media.
B.
Use the original software media to load the operation system on every PC.
C.
Set up a central image that the PCs can load from a PXE boot.
D.
Create an image and copy it from a USB drive using an unattended answer file.
Answer: C
Explanation:
QUESTION NO: 21

A technician is navigating through a Windows OS via command prompt. The technician needs to
display the content of a folder. Which of the following is the BEST option for accomplishing this
task?
A.
dir
B.
ls
C.
rd
D.
cmd
Answer: A
Explanation:
QUESTION NO: 22
A network administrator needs to connect to resources from an offsite location while ensuring the
traffic is protected. Which of the following should the administrator use to gain access to the
secure network?
A.
SSH
B.
VPN
C.
SFTP
D.
RDP
Answer: B
Explanation:
QUESTION NO: 23
A user states that when typing in directions on a navigation website, the map is not viewable in a
newer web browser. The technician runs updates to Java, but is still unable to view the map. The
technician should change which of the following Internet Options?
A.
Compatibility view
B.
Manage add-ons
C.
Clear browser cache
D.
Pop-up blocker
Answer: A
Explanation:
QUESTION NO: 24
A technician has successfully completed a gpupdate from a CMD box of a user’s PC and is ready
to move to the next user. Which of the following is the appropriate NEXT step? (Select TWO).
A.
View the CMD process in Task Manager
B.
Type EXIT at the command prompt and press Enter
C.
Minimize the CMD box to the taskbar
D.
Click the “x” in the top right of the CMD window
E.
Select Switch User on the PC
Answer: B,D
Explanation:

QUESTION NO: 25
: 25
An administrator is in a Remote Assistance session, sharing a user’s desktop. While trying to map
a shared network drive for the user, an “access denied” error is encountered while using the user’s
credentials. Which of the following should be the administrator’s NEXT step?
A.
Ensure the user’s account is not locked out
B.
Use the fully qualified domain name of the share
C.
Open the location with administrator privileges
D.
Try mapping with a different drive letter
Answer: C
Explanation:
QUESTION NO: 26
Ann, a user, discovers that all of her documents will not open. The documents open properly on
another computer. Which of the following tools will be the FASTEST for a technician to use to
allow the documents to open?
A.
Backup
B.
Recovery Image
C.
chkdsk
D.
System Restore
Answer: D
Explanation:

QUESTION NO: 27
A technician is tasked with enabling TLS version 1.0, 1.1, and 1.2 on a client Internet Explorer
browser. Which of the following Internet Options Tabs should the technician look to enable the
aforementioned TLS settings?
A.
Advanced
B.
Security
C.
Privacy
D.
Connections
Answer: A
Explanation:
QUESTION NO: 28
A technician has completed the installation of Windows 7 and needs to add it to the company’s
domain. Which of the following Control Panel options should the technician use to complete this
task?
A.
Homegroup
B.
Network and Sharing Center
C.
System
D.
Credential Manager
E.
Administrative Tools

Answer: C
Explanation:
QUESTION NO: 29
A technician is installing 40 new bare metal computers into the corporate domain. The Windows
8.1 OS and an Office Suite need to be installed as quickly as possible. Which of the following
methods of installation would BEST suite the technician’s requirements?
A.
Perform a standalone installation with discs
B.
Create an unattended installation and deploy it at boot up.
C.
Deploy an image located on an external device.
D.
Utilize the network to install the image.
Answer: D
Explanation:
QUESTION NO: 30
A programmer installed a modified DLL file and is having problems with Windows not running
correctly now. Which of the following commands is BEST used to repair the computer?
A.
msconfig
B.
format
C.
dcl
D.
sfc

Answer: A
Explanation:
QUESTION NO: 31
A second hard drive is added to a Windows desktop. A technician must initialize and create
volumes on the drive. Which of the following command line utilities should the technician use to
accomplish this?
A.
robocopy
B.
chkdsk
C.
DiskPart
D.
lvm
E.
format
Answer: C
Explanation:
QUESTION NO: 32
A technician needs to verify and replace important individual system files on a Windows computer.
Which of the following will verify and replace protected Windows system files?
A.
SFC
B.
System Restore
C.
ROBOCOPY

D.
XCOPY
Answer: A
Explanation:
QUESTION NO: 33
After several recent application updates, a technician has noticed a marked change in the
performance of the OS on a client’s computer. Several OS commands no longer seem to function
or report “file not found” errors. The technician suspects the application updates have overwritten
some of the OS files. The technician wishes to repair the OS first. Which of the following would be
the NEXT course of action?
A.
Edit the system’s environmental variables to remove the application’s path.
B.
Run the System File Checker tool with the /scannow switch.
C.
Boot the PC into safe mode and completely uninstall the applications.
D.
Use the MSCONFIG to remove the applications from launching upon boot.
Answer: B
Explanation:
QUESTION NO: 34
After a Windows update operation, a user reports a Windows 8.1 PC with specialized software is
experiencing system lockups. The user states the lockups seem to be random, happening
regardless of whether the software is running. The lockups also occur while there are no programs
running. Which of the following should the technician do FIRST?
A.
Replace the PC’s RAM with known good replacement modules

B.
Roll back to a previous restore point using System Restore
C.
Completely uninstall and reinstall any specialized software.
D.
Examine the PC’s main system board for distended capacitors.
Answer: B
Explanation:
QUESTION NO: 35
Which of the following Windows tools allows a user to save system configuration information,
system settings, programs, and data files?
A.
Full Data Backup
B.
System Image Backup
C.
System Restore
D.
File backup
Answer: C
Explanation:
QUESTION NO: 36
In recent versions of the Windows OS, Microsoft has added an advanced version of the command
prompt. Which of the following Windows features is this?
A.
Search charm

B.
HyperTerminal
C.
PowerShell
D.
Action Center
E.
DOS
Answer: C
Explanation:
QUESTION NO: 37
A systems administrator wants to install the latest version of Windows on a desktop PC. The
administrator wants the option of installing from a USB drive, CD-ROM, or DVD. Which of the
following actions would allow the installation of the OS from any of the chosen media types?
A.
Create a FAT partition.
B.
Load an ISO image.
C.
Create a disk partition.
D.
Load a recovery image.
Answer: B
Explanation:
QUESTION NO: 38
A technician is setting up a folder on the network that is available for all users in the executive
department. The following requirements were given to the technician:

The folder must only be accessible by the executive group
The folder must be available in Windows Explorer
The folder must be labeled as the E drive
Which of the following should the technician set up on the executives’ computers to meet these
requirements?
A.
Mapped network drive
B.
Shared network drive
C.
Administrative share
D.
Shared folder
Answer: A
Explanation:
QUESTION NO: 39
Prior to installing a new driver update, a technician wants to create a restore point on a Windows 7
desktop. Which of the following interfaces will display the option to create a restore point?
A.
The Advanced tab under System Properties
B.
The Backup and Restore option
C.
The System Protection tab
D.
The Windows Update option
Answer: C

Explanation:
Topic 2, Other OpSysTech
QUESTION NO: 40
Which of the following network hosts would MOST likely provide the services needed to allow
client access to Internet web pages?
A.
File server
B.
Web server
C.
WINS server
D.
Proxy server
Answer: D
Explanation:
QUESTION NO: 41
Which of the following best practices is used to fix a zero-day vulnerability on Linux?
A.
Scheduled backup
B.
Scheduled disk maintenance
C.
Patch management
D.
Antivirus update

Answer: C
Explanation:
QUESTION NO: 42
Which of the following tools is used to type or paste recovery commands directly into a Linux box?
A.
Shell/terminal
B.
Backup/time machine
C.
Command/cmd
D.
Restore/snapshot
Answer: A
Explanation:
QUESTION NO: 43
A technician is installing Bluetooth speakers in a conference room. Which of the following will be
the average operating range of the speakers?
A.
10 feet (3 meters)
B.
15 feet (5 meters)
C.
30 feet (9 meters)
D.
45 feet (14 meters)
Answer: C

Explanation:
QUESTION NO: 44
A user has a Windows 8.1 RT operating system and wants to add additional programs to the
computer. Which of the following is available for installing more applications?
A.
Microsoft Store
B.
DVD
C.
Google Play
D.
iTunes
Answer: A
Explanation:
QUESTION NO: 45
A company that manages its own cloud, while utilizing a third-party vendor to help manage
storage, is implementing which of the following infrastructure types?
A.
Hybrid
B.
Community
C.
Private
D.
Public
Answer: A

Explanation:
QUESTION NO: 46
An administrator has a virtual client running but cannot receive network connectivity. The host
workstation is able to access the network. Which of the following would the administrator check on
the host to repair the problem?
A.
The cable connected to the network
B.
Virtual host network adapter
C.
USB host adapter
D.
The domain of the virtual machine
Answer: B
Explanation:
QUESTION NO: 47
A Google account on an Android device by default will synchronize to which of the following
locations?
A.
Cloud
B.
SSD
C.
PC desktop
D.
MicroSD
Answer: A

Explanation:
QUESTION NO: 48
How would a technician install Windows OS on a MAC OS computer without using third-party
software?
A.
Terminal
B.
Boot Disk
C.
Disk Utility
D.
Boot Camp
Answer: D
Explanation:
QUESTION NO: 49
A user wants to configure a smartphone to save all attachments from an Outlook.com email to a
cloud-based service. Which of the following would be BEST to use to accomplish this?
A.
Google Drive
B.
iCloud
C.
One Drive
D.
FTP
Answer: C

Explanation:
QUESTION NO: 50
Virtual machines provide users with the ability to do which of the following?
A.
Extend 32-bit machines to 64-bits
B.
Share hardware resources
C.
Increase the network download speed
D.
Use less memory in the machine
Answer: B
Explanation:
QUESTION NO: 51
Which of the following features of a mobile device operates the touch screen?
A.
Gyroscope
B.
Digitizer
C.
Accelerometer
D.
Geotracking
Answer: B
Explanation:

QUESTION NO: 52
A technician contacts the network administrator to request a list of all static IP addresses in the
building. Which of the following server roles would the technician MOST likely review to find that
information?
A.
DHCP server
B.
DNS server
C.
File server
D.
Proxy server
Answer: A
Explanation:
QUESTION NO: 53
A technician is tasked with setting up a user’s webmail on a tablet, phone, and laptop. The user
would like the data synced to all three devices. Which of the following items can be synced to the
devices via webmail? (Select THREE).
A.
Free/busy
B.
Programs
C.
Documents
D.
Calendar
E.
Favorites
F.
Social media
G.
Contacts
Answer: A,D,G
Explanation:
QUESTION NO: 54
Which of the following user types has a limited set of elevated privileges to allow for performance
of some maintenance tasks?
A.
Standard
B.
Superuser
C.
Power
D.
Local administrator
Answer: B
Explanation:
QUESTION NO: 55
Which of the following terminal commands will display the contents of a directory?
A.
ls
B.
dig
C.
cat
D.
grep
Answer: A
Explanation:
QUESTION NO: 56
A technician is working on a corporate computer and discovers illegal software in the system as
well as key generators. Which of the following should the technician do NEXT?
A.
Inform the technician’s immediate supervisor.
B.
Document the event for future reference
C.
Delete the illegal software and files
D.
Contact local law enforcement
Answer: A
Explanation:
QUESTION NO: 57
Which of the following Linux commands is used to edit a text file?
A.
chmod
B.
nu
C.
vi
D.
grep
Answer: C
Explanation:
QUESTION NO: 58
A technician is manually installing Windows on several computers in a mixed Windows/Apple

environment. Manual installation must be performed using USB flash drives that support read/write
functionality on both Windows and OS.X. Which of the following file system types would support
both OSx and allow for files greater than 4GB in size?
A.
FAT32
B.
CDF8
C.
NTFS
D.
ExFAT
Answer: D
Explanation:
QUESTION NO: 59
Which of the following allows a user to instantly synchronize mobile device contacts between two
nearby devices?
A.
VPN
B.
NFC
C.

WPA
D.
SMS
Answer: B
Explanation:
QUESTION NO: 60
A user has an installed application that is not working properly after an update. Which of the
following could help resolve the issue? (Select TWO.)
A.
Reinstall the application, and then run SFC to verify any changes
B.
Use Regsvr32 to reregister the application.
C.
Delete the application folder and reinstall it
D.
Use the application’s uninstall feature, reboot, and reinstall
E.
Select the repair option under Program and Features
Answer: A,E
Explanation:
QUESTION NO: 61
A technician is helping an engineer set up a new server. The server’s primary functions will be to
validate user logons and provide name-to-IP translation. Which of the following server roles would
provide these functions? (Select TWO.)
A.
DHCP server

B.
WNS server
C.
Mail server
D.
Authentication server
E.
Proxy server
F.
DNS server
Answer: D,F
Explanation:
QUESTION NO: 62
Android is which of the following types of operating system?
A.
Vendor specific
B.
Public domain
C.
Proprietary
D.
Open source
Answer: A
Explanation:
QUESTION NO: 63
A technician is working on a SOHO that wants to share sensitive files between two employees.

Ann, the owner, wants to share the folder from her computer, but she does not want other
employees to even see the folder. Which of the following would allow for this to be accomplished?
A.
Configure EFS within the file share.
B.
Set up a share name with a “$” at the end.
C.
Enable a VPN between the two computers.
D.
Give the individual user the correct the permissions
Answer: B
Explanation:
Topic 3, Security
QUESTION NO: 64
A network administrator is unable to install programs on a workstation. Which of the following is

MOST likely the reason the administrator is not able to install applications?
A.
The workstation is victim of a denial of service attack.
B.
The username is not authenticating on the network.
C.
The username is not part of the local administrator group.
D.
The administrator has not applied appropriate security patches.
Answer: C
Explanation:

QUESTION NO: 65
A technician has been tasked with limiting the users who can connect to a network printer located
centrally within an office environment. Which of the following tools would be the BEST to utilize to
achieve this goal?
A.
VPN
B.
ACL
C.
RDP
D.
DLP
Answer: B
Explanation:
QUESTION NO: 66
An end user has reported not receiving emails sent by a specific customer. Which of the following
is the MOST likely cause of this issue?
A.
The HIPS device is blocking the messages
B.
The access control list is blocking the messages
C.
The email filter has quarantined the messages
D.
The firewall is blocking the sender’s email address
Answer: C
Explanation:

QUESTION NO: 67
A new user reports trying to login to a workstation but, when pressing CTRL+ALT+DEL, they are
asked for a PIN. Which of the following should be done NEXT?
A.
Enter all passwords they have used in the past
B.
Verify a smart card has been issued
C.
Check the network cable
D.
Reboot the computer
Answer: B
Explanation:
QUESTION NO: 68
A user, Ann, has reported that she lost a laptop. The laptop had sensitive corporate information on
it that has been published on the Internet. Which of the following is the FIRST step in
implementing a best practice security policy?
A.
Require biometric identification to log into the laptop.
B.
Require multifactor authentication to log into laptop.
C.
Require laptop hard drives to be encrypted.
D.
Require users to change their password at frequent intervals.
E.
Require users to have strong passwords.
Answer: C
Explanation:

QUESTION NO: 69
The type of security threat that uses computers or other networks to accept and pass on viruses is
called:
A.
phishing.
B.
botnets.
C.
logic bomb.
D.
man-in-the-middle.
Answer: B
Explanation:
QUESTION NO: 70
Joe, a user, just downloaded a game onto his company phone. When he is not using the device, it
unexpectedly dials unrecognized numbers and downloads new content. Joe is the victim of which
of the following?
A.
Trojan horse
B.
Spyware
C.
Social engineering
D.
Worms
Answer: A
Explanation:

QUESTION NO: 71
A technician is attempting to manually migrate a user’s profile from one Windows PC to another.
Files in the user’s My Documents folder cannot be copied. Some files in question have green
letters in the filenames. Which of the following file systems is causing this to occur?
A.
exFAT
B.
COMPRESSED
C.
EFS
D.
NTFS
Answer: C
Explanation:
QUESTION NO: 72
When securing a mobile device, which of the following types of screen locks is the MOST secure?
A.
Fingerprint lock
B.
Swipe lock
C.
Passcode lock
D.
Face lock
Answer: A
Explanation:

QUESTION NO: 73
A technician has upgraded four computers and would like to securely repurpose the hard drives
for later use. Which of the following should the technician do to the drives to prepare them for later
use?
A.
chkdsk
B.
Degauss
C.
Quick format
D.
Drive wipe
Answer: D
Explanation:
QUESTION NO: 74
A technician is configuring a SOHO wireless router for a small business with three employees.
After the three employees’ laptops have successfully connected to the wireless network, the
company would like to prevent additional access to the wireless network. The technician enables
WPA2 on the wireless router. Which of the following additional settings should the technician
change?
A.
Enable MAC filtering
B.
Disable SSID broadcast
C.
Reduce radio power level
D.
Update router firmware
Answer: A
Explanation:

QUESTION NO: 75
A technician is configuring wireless for a home office. The customer wants to prevent others from
accessing the wireless network. The customer has a small number of devices on the network and
does not want to have to remember a complicated password. Which of the following should the
technician recommend?
A.
B.
C.
Assign static IP addresses
D.
Turn on content filtering
Answer: A
Explanation:
QUESTION NO: 76
A technician has been notified that recent vulnerabilities have been discovered related to a type of
SOHO router. The technician has verified that all connections and settings are appropriate. Which
of the following actions should the technician take NEXT?
A.
Change the router firewall settings
B.
Check for and apply a firmware update
C.
Reconfigure the QoS settings
D.
Change router user-names and passwords
Answer: B

Explanation:
QUESTION NO: 77
A technician needs to quickly destroy data on several hard drives that are no longer wanted.
Which of the following methods is MOST effective?
A.
Physical destruction
B.
Quick format
C.
Low level format
D.
Overwrite
Answer: A
Explanation:
QUESTION NO: 78
Which of the following will help to protect an organization from further data exposure AFTER a list
of user passwords has already been leaked due to policy breach? (Select TWO).
A.
Use multi-factor authentication
B.
Require strong passwords
C.
Enable file encryption
D.
Educate end users
E.
Restrict user permissions

Answer: A,D
Explanation:
QUESTION NO: 79
A technician has been tasked with disposing of hard drives that contain sensitive employee data.
Which of the following would be the BEST method to use for disposing of these drives?
A.
Recycling
B.
Shredding
C.
Overwriting
D.
Reformatting
Answer: B
Explanation:
QUESTION NO: 80
Ann, an executive, reports that she received a call from someone asking for information about her
email account. Which of the following type of potential security threats does this scenario
describe?
A.
Social engineering
B.
Spoofing
C.
Zero-day
D.
Man-in-the-middle

Answer: A
Explanation:
QUESTION NO: 81
A technician is configuring a new Windows computer for a home office. Which of the following
steps should the technician take to secure the workstation? (Select TWO).
A.
Rename default accounts
B.
Disable Windows Update
C.
Configure single sign-on
D.
Run gpupdate tool
E.
Disable guest account
F.
Disable Action Center pop-ups
Answer: A,E
Explanation:
QUESTION NO: 82
Which of the following prevention methods is considered to be digital security?
A.
RFID badge
B.
Mantrap
C.
Biometrics

D.
Firewalls
E.
ID badge
Answer: D
Explanation:
QUESTION NO: 83
Which of the following Windows features would be used to encrypt a single file or folder?
A.
EFS
B.
NTFS
C.
BitLocker
D.
Security
Answer: A
Explanation:
QUESTION NO: 84
A turnstile is an example of which of the following forms of physical security?
A.
Entry control roster
B.
Biometrics
C.
Mantrap

D.
Cipher lock
Answer: C
Explanation:
QUESTION NO: 85
A user wants to save a file into another user’s directory, but the file save is denied. Which of the
following is the MOST likely reason the file save cannot be completed?
A.
The user must be a member of the Users group
B.
The user requires write permissions to the folder
C.
The user requires read permission to the folder
D.
The user must be a member of the Administrators group
Answer: B
Explanation:
QUESTION NO: 86
A user leaves the workstation frequently and does not want sensitive material to be accessed. In
addition, the user does not want to turn off the computer every time in the evening. Which of the
following is the BEST solution for securing the workstation?
A.
Set a strong password that requires a renewal every 30 days.
B.
Run a screensaver after one minute of nonuse and fingerprint lock for afterhours.
C.
Apply a screen lock after five minutes of nonuse and login time restrictions for afterhours.

D.
Require a password and fingerprint lock afterhours.
Answer: C
Explanation:
QUESTION NO: 87
A technician is configuring a SOHO router to ensure network computers can only use secured
protocols on the Internet. Which of the following ports should be allowed?
A.
143
B.
23
C.
443
D.
3269
E.
3389
Answer: C
Explanation:
QUESTION NO: 88
A computer in a doctor’s office that has patient data on it is being replaced. Which of the following
should be performed to prevent data recovery?
A.
Drive wipe
B.
Repartition

C.
HDD format
D.
Delete data
Answer: A
Explanation:
QUESTION NO: 89
When securing a mobile device with a screen lock, which of the following lock types use the
“something you know” type of security factor? (Select TWO)
A.
Swipe
B.
Fingerprint
C.
Password
D.
Face
E.
Pattern
Answer: C,E
Explanation:
QUESTION NO: 90
All of the workstations in the human resources department contain sensitive employee information.
Which of the following policies should the department follow while the data is still being
processed?
A.

Incident response plan
B.
Open source licensing
C.
Data sanitization policy
D.
PI data storage policy
Answer: D
Explanation:
QUESTION NO: 91
Which of the following are digital security measures? (Select TWO.)
A.
RFID badges
B.
Entry control routers
C.
Stateful firewalls
D.
VPN tunnels
E.
Mantraps
Answer: B,C
Explanation:
QUESTION NO: 92
Some users have reported that the OS on their computer looks different, and their data has been
lost. The administrator checks the server logs and finds several entries for unattended OS

deployment via PXE. Which of the following best practices should the administrator implement to
prevent this from occurring again?
A.
Set BIOS/LIEFI passwords
B.
Change the default guest passwords
C.
Enable screensaver passwords
D.
Require hard drive passwords
Answer: A
Explanation:
QUESTION NO: 93
A web hosting company has had vendors walk out of its datacenter with computer components.
Going forward, the company wants to reduce the threat of this happening by slowing vendors
down on their way out so security guards can ensure they are not carrying anything. Which of the
following can the company install to help reduce this threat?
A.
Cameras
B.
RFID badges
C.
Mantrap
D.
Biometrics
Answer: C
Explanation:

QUESTION NO: 94
An administrator is setting up multifactor authentication on company laptops. Which of the

following would BEST satisfy this requirement? (Select THREE.)
A.
Mantrap
B.
Privacy filters
C.
Biometrics
D.
Lock doors
E.
Passwords
F.
RFID badges
G.
Cable locks
Answer: C,E,F
Explanation:
QUESTION NO: 95
Which of the following services is MOST likely used to allow access to internal resources by
verifying network credentials for users?
A.
RADIUS
B.
DNS
C.
DHCP
D.
IPS
Answer: A
Explanation:
QUESTION NO: 96
A Chief Executive Officer (CEO) has ordered 20 new desktops. A technician is responsible for
repurposing the current administrative computers and using them to replace the office staff
computers. Which of the following methods offer the MOST security while still allowing for the
drive to be repurposed? (Select THREE).
A.
Drill
B.
Standard format
C.
Shredder
D.
Hammer
E.
Incineration
F.
Degauss
G.
Drive wipe
H.
Overwrite
Answer: B,G,H
Explanation:
QUESTION NO: 97

A network administrator in an organization wishes to prohibit users from sending corporate email
while connected to the wireless network. Which of the following represents the proper
configuration to accomplish this objective?
A.
Block port 25 on the wireless router.
B.
C.
D.
Answer: A
Explanation:
QUESTION NO: 98
Joe, an employee, has noticed that one of his designs is being marked at another company. He is
concerned that someone might have accessed his laptop at a peer conference a few months ago
without his permission. Which of the following should the systems administrator implement to
prevent this problem from reoccurring? (Select TWO).
A.
Use full disk encryption
B.
Enforce an inactivity lockout
C.
Run all necessary updates
D.
Report the issue to the legal department
E.
Install antivirus software
Answer: A,B

Explanation:
QUESTION NO: 99
A desktop technician is creating an account management policy based on security best practices.
Which of the following should be listed in the policy? (Select TWO.)
A.
Disabling guest accounts
B.
Setting up IPS
C.
Configuring Windows Firewall
D.
Enforcing password complexity
E.
Configuring BitLocker To Go
F.
Utilizing patch management
Answer: D,F
Explanation:
QUESTION NO: 100
The practice of providing network access to users in the MOST secure manner is known as:
A.
ACLs
B.
ALP
C.
privacy filters

D.
principle of least privilege
Answer: D
Explanation:
QUESTION NO: 101
Which of the following techniques involves using common words or phrases in an attempt to crack
a password?
A.
Password guessing
B.
Brute force
C.
Rainbow tables
D.
Dictionary attack
Answer: D
Explanation:
QUESTION NO: 102
A laptop requires a user to place a finger on a scanner and type in a PIN to gain access. Which of
the following MOST accurately describes the type of authentication required?
A.
Multifactor
B.
Biometric
C.
Single sign-on

D.
BitLocker To Go
Answer: A
Explanation:
Topic 4, Soft Troubleshooting
QUESTION NO: 103
An end-user is attempting to access a file-sharing site to download files shared by a customer, but
is receiving a message stating the site has been blocked. Which of the following is the MOST
likely cause of this issue?
A.
Antivirus software
B.
Internet connectivity issues
C.
Ransomware infection
D.
Content-filtering
Answer: D
Explanation:
QUESTION NO: 104
Joe, an end-user, reports that the PC he uses periodically logs off his user account and displays a
message that updates are being installed. Which of the following is the MOST likely cause of this
issue?
A.
Time of day restrictions are enabled on the machine
B.
Scheduled antivirus scans and updates are enabled on the machine
C.
Remote desktop is enabled and an administrator has logged into the machine
D.
Automatic Windows Update is enabled on the machine
Answer: D
Explanation:
QUESTION NO: 105
A user advises that a computer is displaying pop-ups when connected to the Internet. After
updating and running anti-malware software, the problem persists and the technician finds that two
rogue processes cannot be killed. Which of the following should be done NEXT to continue
troubleshooting the problem?
A.
Run msconfig to clean boot the computer
B.
Run Event Viewer to identify the cause
C.
Run System Restore to revert to previous state
D.
Run Recovery Console to kill the processes
Answer: A
Explanation:
QUESTION NO: 106
A user reports that any URL entered redirects to the same web page. A technician concludes that
the user’s computer has been compromised. Which of the following tools would the technician use
to resolve the issue?
A.
Last known good configuration
B.
Anti-malware
C.
System restore
D.
Rogue antivirus
Answer: B
Explanation:
QUESTION NO: 107
A user’s email inbox is suddenly receiving dozens of rejection messages from various mail
servers. Which of the following would the technician perform to BEST solve the issue?
A.
Change the user’s email password.
B.
Enable spam filtering on the email account.
C.
Change the email account from POP to IMAP.
D.
Disable the user’s email account.
Answer: A
Explanation:
QUESTION NO: 108
A technician receives a helpdesk ticket about an employee having a problem sending text
messages with a company Android smartphone. It has been determined that it is not a carrier
issue. Which of the following should the technician perform FIRST?
A.
Verify data connectivity
B.

Reformat the MicroSD card
C.
Replace the SIM card
D.
Perform a soft restore
Answer: A
Explanation:
QUESTION NO: 109
A networked PC has started to display adware pop-ups when the user opens the browser. Which
of the following best practices should the technician employ FIRST when responding to the
problem?
A.
Disable System Restore
B.
Schedule scans and run updates in safe mode
C.
Quarantine the system
D.
Create a System Restore point
Answer: C
Explanation:
QUESTION NO: 110
Joe, a user, states he is unable to use his Android phone after updating the OS. Joe is in a hurry
and would like a quick solution that would most likely fix the issue. Which of the following methods
can the technician use?
A.
Initiate a factory reset

B.
Perform a hard reset
C.
Remove the MicroSD card
D.
Rollback the OS update
Answer: B
Explanation:
QUESTION NO: 111
A customer reports that a smartphone is experiencing a very short battery life. The user has been
using this phone for a short time and has installed several apps recently. Which of the following
might be the cause of the issue?
A.
Slow data speeds
B.
Defective SD card
C.
Unauthorized root access
D.
Signal drop or weak signal
Answer: C
Explanation:
QUESTION NO: 112
A customer has recently installed several applications on a Windows 7 workstation and is now
experiencing slow system performance and spontaneous restarts. After removing some of the
recently installed applications, the issue persists. Which of the following tools could the technician
use to troubleshoot the problem while preventing data loss?
A.
Factory restore
B.
SecureBoot
C.
msconfig
D.
diskpart
Answer: C
Explanation:
QUESTION NO: 113
A user’s smartphone runs very slow at the end of the day. When the user restarts the phone in the
morning, it runs at its normal speed. Which of the following should be done throughout the day to
BEST resolve this issue?
A.
Reset to the smartphone to factory default.
B.
Uninstall any unused apps.
C.
Close all running apps.
D.
Charge the smartphone.
Answer: C
Explanation:
QUESTION NO: 114
After installing a critical update from Windows Update, a user accidentally types an incorrect URL
into the browser and malware is automatically installed. The malware disables the computer’s
antivirus software and Internet connection. Which of the following would be the BEST tool to
remove the malware without risking loss of the user’s data?

A.
Run System Restore
B.
Reinstall Windows with the Repair Option
C.
Reinstall Windows on top of itself
D.
Run System File Checker
Answer: A
Explanation:
QUESTION NO: 115
Joe, a user, is using his smartphone for navigation while driving. As he drives, an icon frequently
appears on the screen informing the user additional information is required to log in. Which of the
following is causing this?
A.
Unintended WiFi connections
B.
Cellular data roaming notifications
C.
Weak cellular signal
D.
Unintended Bluetooth connections
Answer: A
Explanation:
QUESTION NO: 116
An engineer working with large detailed CAD files notices over time that the workstation is taking
significantly longer to open files that used to launch quickly. Other applications work fine, and the
engineer confirms all of the data has been backed up the night before. A technician determines
that the workstation is about two years old. Which of the following would be the technician’s FIRST
step in troubleshooting the problem?
A.
Run defrag on the hard drive
B.
Restore the CAD files from backup
C.
Replace the hard drive
D.
Remove and reinstall the CAD software
Answer: A
Explanation:
QUESTION NO: 117
Joe, an end-user, reports that the Windows PC he is using automatically locks when he leaves his
desk and walks to a printer to retrieve documents. Joe is then required to type in his username
and password to unlock the computer. The technician looks at the settings on the PC and notices
that the screensaver and screen-lock options are grayed out on the computer and cannot be
changed. Which of the following is the MOST likely cause of this issue?
A.
Domain-level group policies
B.
Antivirus domain-level policies
C.
Corrupted registry settings
D.
Incorrect local-level user policies
Answer: A
Explanation:
QUESTION NO: 118

A Windows workstation is suspected of having malicious software that created an infected start-up
item or service. Which of the following tools would a technician use to test this theory?
A.
chkdsk
B.
msconfig
C.
dxdiag
D.
ipconfig
Answer: B
Explanation:
QUESTION NO: 119
A user reports unexpected icons appearing on the desktop. The technician identifies that the
symptoms point to a malware infection. Which of the following procedures would be performed
NEXT?
A.
Quarantine infected system
B.
Schedule scans and run updates
C.
Report the issue to the information security officer
D.
Disable System Restore (in Windows)
E.
Educate end user
Answer: A
Explanation:

QUESTION NO: 120
A user updates the video driver on the computer and it requests a restart after installation. The
computer never gets past the loading Windows page without rebooting. Which of the following
should the technician use to resolve this issue without losing any vital files or programs?
A.
Emergency Repair Disk
B.
Restore from OEM image
C.
System Recovery
D.
Restore from backup
Answer: C
Explanation:
QUESTION NO: 121
A user is having issues with a Windows computer. Upon loading the operating system, several
messages appear referring to a DLL file that cannot be found. Which of the following would be the
BEST course of action for the technician to perform NEXT?
A.
Copy the DLL file from a working PC and use the regsvr32 command to load the file
B.
Run the Windows Update utility to manually reinstall the DLL file
C.
Run the defrag utility to correct any fragmentation that may have damaged the file
D.
Research the DLL file to identify the application it corresponds to before continuing
Answer: D
Explanation:

QUESTION NO: 122
A user, Ann, receives a phone call from the company’s mail administrator who indicates her email
account has been disabled due to high volumes of emails being sent in a very short period of time.
Which of the following types of attack has the user experienced?
A.
Virus infection
B.
Man-in-the-middle attack
C.
Phishing attack
D.
Malware infection
Answer: A
Explanation:
QUESTION NO: 123
A mobile phone has started to respond slowly and erratically. The user has done a soft reset and
the problem still exists. Which of the following is the BEST step the user can take to fix this
problem?
A.
Perform a force stop
B.
Reset to factory default
C.
Upgrade to a larger battery
D.
Close running apps
Answer: B
Explanation:

QUESTION NO: 124
A user reports browsing the Internet is slow and an icon with a picture of a person with a headset
keeps asking them to “click here for help.” The user has clicked on the icon to try to resolve the
slowness but all that happens is the computer redirects them to a website to purchase software.
Which of the following should be performed FIRST to resolve the issue?
A.
Create a restore point
B.
Run O/S updates
C.
Train the user of malicious software
D.
Identify the type of malware
Answer: D
Explanation:
QUESTION NO: 125
A technician receives a call regarding a PC’s slow performance. The client states that most
applications are slow to respond; boot up and shutdown take much longer than they used to. Hard
drive diagnostics pass, but there are error messages in the event viewer stating that the file
system is corrupt. Which of the following should the technician do NEXT?
A.
Reload the OS using FAT32 instead of NTFS.
B.
Change the disk from basic to dynamic.
C.
Run chkdsk with the /r switch and reboot the PC.
D.
Open the defrag utility and run a drive analysis.
Answer: C
Explanation:

QUESTION NO: 126
A technician has just fixed a user’s PC and successfully removed a virus and malware from the
machine. Which of the following is the LAST thing the technician should do?
A.
Educate the user regarding Internet browsing best practices
B.
Update the anti-malware software on the user’s PC
C.
Schedule scans and run updates
D.
Enable system restore and create restore point
Answer: A
Explanation:
QUESTION NO: 127
Ann, a user, states that after installing an update on her iPhone, the WiFi starts to malfunction.
The WiFi icon is displaying that it has connectivity but she is still unable to browse. Which of the
following could be the issue?
A.
PRAM needs to be reset
B.
iCloud is corrupted
C.
The router needs to be rebooted
D.
The upgrade needs to be uninstalled
Answer: A
Explanation:

QUESTION NO: 128
Joe, a user, returned yesterday from a trip where he utilized the GPS function of his mobile device.
He now notices the battery is rapidly draining. Which of the following can Joe MOST likely do to
resolve the issue without a loss of data?
A.
Restart the mobile device.
B.
Update the device’s firmware.
C.
Uninstall the GPS-enabled app.
D.
Readjust the location settings.
Answer: D
Explanation:
QUESTION NO: 129
Joe, a user, has connected a tablet to his personal mobile hot-spot device in a public location for
Internet access. The device display indicates there are two connections instead of just one. Which
of the following actions can he perform to prevent this unauthorized access to the device
immediately? (Select TWO).
A.
Change the SSID to a different broadcast name
B.
Add the intruding device to a blocked access list
C.
Access the intruder’s device and shut it down
D.
Shut down the device until the intruder is no longer in the area
E.
Set up a WiFi analyzer to identify the intruding device

Answer: A,B
Explanation:
QUESTION NO: 130
Ann, a customer, reports that when she occasionally works in the office basement, her
smartphone battery drains faster than normal and she has poor cellular reception. Which of the
following is the reason for the fast battery drain?
A.
Unpaired Bluetooth
B.
Weak signal
C.
Defective SD card
D.
Malware
Answer: B
Explanation:
QUESTION NO: 131
A system analyst must ascertain why icons are occasionally missing on a user’s laptop. The
analyst has determined this occurs when the system is docked to a docking station that has
multiple monitors. Which of the following is the NEXT troubleshooting step?
A.
Establish a theory of a probable cause.
B.
Verify full system functionality and implement preventive measures.
C.
Establish a plan of action to resolve the problem.
D.
Identify the problem.
Answer: A
Explanation:
QUESTION NO: 132
Ann, a user, reports that a website the company uses for time and attendance is not performing
properly. The technician goes to Ann’s computer and troubleshoots the issue. Ann can log into the
website and sees her information on the main page. When Ann clicks on a link, to request time off,
nothing happens. The technician looks at another user’s computer and has the user do all the
same steps. The technician notices that when the other user clicks on the same link, another
window opens with the page requested. The technician goes back to Ann with the issue and
checks some settings.
Which of the following is MOST likely causing the issue?
A.
Invalid certificate
B.
Browser hijacking
C.
Pop-up blocker
D.
Firewall settings
Answer: C
Explanation:
QUESTION NO: 133
While booting a Linux workstation, a runtime error occurs as the kernel is loading. The error
message is written to the screen and then disappears. Which of the following is the system
location where this error will be available to reference during troubleshooting?
A.
/var/log/message
B.
/tmp/logs
C.
/var/spool
D.
/etc/sysconfig/kernel
Answer: A
Explanation:
QUESTION NO: 134
A technician arrives at a job site to troubleshoot a copier. Which of the following safely procedures
are MOST appropriate for this task?
A.
Wearing long parts
B.
Using an ESD mat
C.
Removing jewelry
D.
Disabling the circuit breaker
Answer: C
Explanation:
QUESTION NO: 135
A user frequently experiences local profile corruption on a Windows OS computer. After the user
makes a fourth call to the help desk, a field service technician is sent to assess and resolve the
issue. Once on-site, the technician notices the computer, monitor, and locally attached MFD are
connected to the same surge suppressor, and the power button has the writing worn off. Which of
the following is MOST likely the root cause of the profile corruptions?

A.
User error
B.
Lack of proper grounding
C.
Too many devices on the surge protector
D.
Frequent surges
Answer: D
Explanation:
QUESTION NO: 136
A user reports no Internet access from a laptop at the office. Other users within the company are
also reporting Internet outage. A desktop technician verifies the Internet access is not available,
however, the technician is able to access applications and files from the corporate intranet. Which
of the following is the NEXT step for the desktop technician to take in this scenario?
A.
Provide a workaround by connecting the user to the guest network
B.
Start a remote session to reboot the user’s computer
C.
Document the outage and formulate a plan of action
D.
Escalate to the network engineer and describe the issue
Answer: C
Explanation:
QUESTION NO: 137
A user is getting an “Invalid Certificate” error when browsing to secure sites on the Internet. The

error appears for every secure site the user visits. Which of the following should the user do?
A.
Ensure HTTPs appears in the address bar.
B.
Upgrade the trusted root certificate authority store.
C.
Verify the username/password used to log into the PC.
D.
Check the date/time settings on the PC
Answer: D
Explanation:
Topic 5, Op Procedure
QUESTION NO: 138
A technician suspects that a computer issue is caused by a failed NIC. Following the
troubleshooting theory, which of the following is the NEXT step the technician should take?
A.
Identify the problem
B.
Document findings, actions and outcome
C.
Verify full system functionality
D.
Establish a theory of probable cause
E.
Test the theory to determine cause
Answer: E
Explanation:

QUESTION NO: 139
Which of the following is the BEST license type to comply with end user licensing agreement
(EULA) terms for commercial software used by multiple users in a corporate environment?
A.
Commercial license
B.
Enterprise license
C.
Seat license
D.
Open source license
Answer: B
Explanation:
QUESTION NO: 140
In preparation for an operating system upgrade, a technician is tasked with installing additional
memory modules in a computer. Which of the following safety steps should be performed FIRST?
A.
Use safety goggles
B.
Remove jewelry
C.
Put on an ESD strap
D.
Disconnect power
Answer: D
Explanation:

QUESTION NO: 141
Which of the following explains why it is important to secure Personally Identifiable Information
(PII)?
A.
So phishing attacks are not launched against employees of the organization.
B.
So sensitive information, such as corporate passwords, is not stolen.
C.
So man-in-the-middle attacks are not launched against the organization.
D.
So sensitive information, such as social security numbers, is not stolen.
Answer: D
Explanation:
QUESTION NO: 142
A customer calls the help desk to report an issue. The customer suggests that the problem is
hardware related, but the technician knows from the description that this is not the case. Which of
the following is the BEST course of action for the technician?
A.
Follow the customer’s prescribed course of action.
B.
Convince the customer to take a better course of action to resolve the issue.
C.
Explain why the customer’s prescribed course of action is incorrect.
D.
Acknowledge the customer’s input, but follow another course of action.
Answer: D
Explanation:

QUESTION NO: 143
A customer has made several trouble calls to the help desk and is very irate. The technician that
receives the call has learned that the issue has not yet been resolved. The technician politely asks
the customer to explain the issue, and learns that the problem needs to be escalated. Which of the
following should the technician do once the problem has been escalated?
A.
Communicate status with customer and ensure successful call transfer
B.
Remain on the line until the issue is resolved
C.
Inform the customer that the issue cannot be resolved at this level
D.
Tell customer that patience will be needed
Answer: A
Explanation:
QUESTION NO: 144
A customer is reporting a burning smell coming from a CRT monitor. Which of the following should
be taken into consideration before attempting to resolve the customer’s issue?
A.
Disconnect power before inspecting the CRT power supply
B.
CRT monitors should be serviced by qualified personnel
C.
Have compressed air available to clear out the debris
D.
Wear safely goggles to protect from the cathodes
Answer: B
Explanation:

QUESTION NO: 145
A technician has purchased a new surge protector to protect equipment in the production
environment. The surge protector’s features safeguard the connected equipment by directing
surges to the:
A.
path of shortest conductance.
B.
path of lowest inductance.
C.
path of highest voltage.
D.
path of least resistance.
Answer: D
Explanation:
QUESTION NO: 146
A new help desk technician receives a trouble call from a user. The issue is something the
technician has never encountered before, and does not know where to begin troubleshooting. The
FIRST course of action is for the technician to:
A.
tell the customer the issue needs to be escalated to a higher tier technician.
B.
ask the customer if they would mind holding for no more than two minutes to check resources.
C.
tell the customer this is the first time encountering the issue and to please be patient.
D.
ask the customer to please hold while a senior technician is consulted regarding the issue.
Answer: B
Explanation:

QUESTION NO: 147
A technician is working on a home theater PC in a location where the electrical system may not be
properly grounded. As the technician is finishing the installation, which of the following should the
computer technician do before connecting a cable TV line to a TV tuner card?
A.
Perform self-grounding
B.
Unplug the computer power cable
C.
Use an ESD strap
D.
Require the electrical system be brought up to code
Answer: B
Explanation:
QUESTION NO: 148
When dealing with a difficult customer, which of the following is the BEST way to handle the
situation?
A.
Do not argue with the customer and/or be defensive
B.
Use technical terms to assure customer confidence
C.
Escalate the customer’s issue to a supervisor
D.
Sympathize with the customer about the issue
Answer: A
Explanation:

QUESTION NO: 149
A technician troubleshooting a computer finds a faulty video card and needs to replace it. Which of
the following safety procedures should be used to prevent damaging the new part?
A.
Ground the computer and remove jewelry.
B.
Self ground and handle the new card by the edges.
C.
Place the computer on an ESD mat.
D.
Attach an ESD strap to the new card during handling.
Answer: B
Explanation:
QUESTION NO: 150
A technician opens a customer’s computer and sees large amounts of accumulated dust. Which of
the following is the BEST method of removing the dust from the computer?
A.
Use compressed air to free the dust from the components and remove it with an ESD vacuum.
B.
Dampen an ESD cloth with denatured alcohol and use it to gently wipe the dust away.
C.
Use a shop vacuum with enough power to ensure all dust has been removed.
D.
Remove as much dust as possible by hand and use compressed air to blow the rest out.
Answer: A
Explanation:
QUESTION NO: 151

A technician has been given a PC that is not powering up. After brief troubleshooting, the
technician comes to the conclusion the power supply needs to be replaced. Which of the following
is the NEXT step in the process of performing the repair?
A.
The technician should replace the power supply
B.
The technician should review disposal regulations
C.
The technician should check the environment
D.
The technician should remove jewelry
Answer: D
Explanation:
QUESTION NO: 152
A manager suspects a user has obtained movies protected by copyright using a torrent client. An
incident response technician responds and verifies the user has indeed been violating company
policy. Which of the following would be the next BEST step for this technician to perform?
A.
Secure the workstation in a limited access facility.
B.
Document the incident, purge all policy violating materials.
C.
Immediately delete all unauthorized materials.
D.
Reprimand the user and apply a content filter to their profile.
Answer: A
Explanation:
QUESTION NO: 153

A customer is experiencing issues with email and calls the help desk. The technician determines it
would help clarify the issue if the customer agrees to share their desktop. Prior to establishing a
Remote Desktop Assistance connection with a customer, a technician should ask the customer to:
A.
reboot the computer and log back in.
B.
capture a screen-shot of the error message.
C.
take steps to reproduce the error.
Answer: A
Explanation:
QUESTION NO: 154
A user calls the help desk because a folder containing critical business files is missing from the
local drive. The user is adamant that the folder was there the previous day, and cannot understand
why it is gone. The technician views the properties of the parent folder and sees a back up listed
on the “Prior Versions” tab. According to the theory of troubleshooting, which of the following is the
technician’s NEXT step?
A.
B.
Establish a plan of action and implement the solution
C.
Document findings, actions and outcomes
D.
Verify full system functionality and implement preventive measures
Answer: A
Explanation:
QUESTION NO: 155

An administrator is conducting an investigation into the improper use of an organization’s PC by
an employee. The PC has been confiscated, and the administrator is tasked with checking the file
system for illegally downloaded music. During the investigation, the administrator realizes there is
a problem with the PC’s power supply, causing a risk of electrocution. Which of the following
actions should be taken by the administrator to safely handle the PC?
A.
Transfer the data from the hard disk to a removable drive so no data is lost.
B.
Use an ESD strap and ground the electrical connections before processing.
C.
Connect the PC to a DC power supply and immediately remove AC power from the system.
D.
Disconnect the power supply before doing any more troubleshooting.
Answer: D
Explanation:
QUESTION NO: 156
Multiple hard drives have been replaced in a file server that hosted highly confidential business
data. The data on the old hard drives need to be destroyed beyond recovery. Which of the
following tools is the BEST for this?
A.
Format
B.
Reinstall OS
C.
Drill
D.
Hammer
Answer: C
Explanation:

QUESTION NO: 157
Which of the following cloud synchronization options would BEST limit mobile data consumption
while maintaining sufficient up-to-date communications for a mobile device user?
A.
Contacts via cellular and WiFi
Video via WiFi only
Pictures via cellular and WiFi
Email via cellular and WiFi
Calendar via WiFi only
B.
Videos via WiFi only
Pictures via WiFi only
Calendar via cellular and WiFi
C.
Video via WiFi only
Pictures via WiFi only
Email via WiFi only
D.
Videos via cellular and WiFi
Pictures via cellular and WiFi
Answer: B

Explanation:
QUESTION NO: 158
An office on a Caribbean Island experiences high heat and humidity and has suffered significant
equipment damage in the past. Therefore, the company has decided to revamp the environmental
controls in the offce. Which of the following relative humidity measurements on average would be
the BEST to protect the equipment?
A.
5%
B.
25%
C.
35%
D.
50%
E.
95%
Answer: D
Explanation:
QUESTION NO: 159
A technician is replacing non-working CRT monitors with flat-screen monitors and has been asked
by the company to dispose of the old monitors. Which of the following should the technician do?
A.
Place the old monitors in the company dumpster.
B.
Dispose of the monitors in a landfill.
C.
Take the monitors to a recycling center.

D.
Return the monitors to the manufacturer.
Answer: C
Explanation:
QUESTION NO: 160
A company has just replaced an entire fleet of CRT monitors with LED flat screens as part of a
modernization effort. The IT manager is trying to decide on the next steps for the old monitors.
Which of the following would be MOST appropriate?
A.
Remove the glass screens prior to recycling the monitors to keep as spares.
B.
Discard the monitors in the company’s approved waste or recycling bins.
C.
Recycle the monitors in accordance with local electronic waste regulations.
D.
Have IT staff disassemble the CRT monitors to separate plastics and metals prior to recycling
Answer: C
Explanation:
QUESTION NO: 161
Joe, a user, is on a VoIP call on his desktop when he notices an echo in the room. Upon
investigation, it appears the speaker from the phone was outputing the same audio as the VoIP
call. When Joe mentioned this to the other party on the call, the echo stopped. Which of the
follwing MOST likely caused the echo?
A.
Unintended Bluetooth pairing
B.
Unauthorized location tracking

C.
Unauthorized microphone activation
D.
Unintended application installation
Answer: C
Explanation:
QUESTION NO: 162
After a data retention audit uncovered weakness in the process involving hard disk data, an
administrator was tasked with updating the process. Which of the following methods would provide
the BEST security for the data disposal process?
A.
Incinerating
B.
Degaussing
C.
DoD wiping
D.
Shredding
Answer: A
Explanation:
QUESTION NO: 163
A user has a smartphone, but it has become difficult to select the apps or the correct area of the
screen. Which of the following tools should be used to correct this problem?
A.
Perform a soft reset.
B.

Perform a force stop
C.
Perform a calibration setting.
D.
Reset to factory defaults
Answer: C
Explanation:
QUESTION NO: 164
A technician is on a service call assisting a user with a computer issue. While on the call, the
technician’s personal cell phone indicates there is an incoming call. Which of the following should
the technician do in this situation?
A.
Ignore the phone call and complete the service call.
B.
Walk away from the service call and answer the phone call privately.
C.
Ask to be excused and answer the phone call on the spot.
D.
Ask to be excused and walk away to answer the phone call privately.
Answer: D
Explanation:
QUESTION NO: 165
A virtualization technician in an organization has been notified of a potential vulnerability in a

software application running on a virtual machine. Which of the following represents the best
practice the technician should take regarding this notification?
A.

If a patch is available, the technician should immediately apply it to the affected machines.
B.
If a patch is available, the technician should apply it to the affected machines after thorough
testing.
C.
If a patch is not available, the technician should immediately remove the virtual machine from
service.
D.
If a patch is not available, the technician should immediately uninstall the affected application.
Answer: B
Explanation:
Topic 6, Mix Questions
QUESTION NO: 166
A newly deployed Windows PC cannot connect to the antivirus server on the local network for
updates, but it can connect to other file servers and printers without issue. Which of the following
is the MOST likely cause of this issue?
A.
The PC’s Windows firewall is misconfigured
B.
The PC has an incorrect IP address configured
C.
The PC is on the wrong wireless network
D.
The PC does not have remote assistance turned on
Answer: A
Explanation:

QUESTION NO: 167
Ann, an end user, receives a call from someone claiming to be from the help desk and asking for
her username and password to prevent her email box from being deleted immediately. Which of
the following BEST describes this type of attack?
A.
Shoulder surfing
B.
Man-in-the-middle
C.
Social engineering
D.
Ransomware
Answer: C
Explanation:
QUESTION NO: 168
Which of the following is the BEST option to prevent data breaches on lost mobile devices?
A.
Install a locator application on the mobile device so that it can be traced.
B.
Apply a restriction to lock the device after a certain number of failed login attempts.
C.
Configure the device to remote wipe as soon as it is reported lost.
D.
Utilize the fingerprint scanner and passcode for multifactor authentication.
Answer: C
Explanation:
QUESTION NO: 169

A PC technician has been asked to verify certain Group Policies applied on a workstation. Which
of the following commands should be run on the workstation?
A.
extract
B.
tasklist
C.
gpupdate
D.
gpresult
E.
chkdsk
Answer: D
Explanation:
QUESTION NO: 170
A user is configuring the email settings on a smartphone. Which of the following configurations will
allow the user to synchronize email from multiple devices?
A.
IMAP
B.
S/MIME
C.
POP3
D.
SMTP
Answer: A
Explanation:

QUESTION NO: 171
An end user receives an unsolicited and unencrypted email containing a co-worker’s birth date
and social security number. The end user should immediately contact the IT department and
report a violation of which of the following policies?
A.
DRM
B.
EULA
C.
IRP
D.
PII
Answer: D
Explanation:
QUESTION NO: 172
Which of the following file formats does Android use for application installation?
A.
.ipa
B.
.api
C.
.apk
D.
.exe
E.
.sdk
Answer: C
Explanation:

QUESTION NO: 173
A technician has decided to upgrade all users’ iPhones to the latest model. Which of the following
is the FIRST thing the technician should advise the users to do with the old phones before turning
them in?
A.
Back up the mobile data with a cloud backup service.
B.
Enable remote wipe to clear all personal and corporate data.
C.
Go into the device settings to remove personal customizations.
D.
Factory reset the old phones to ensure the data is no longer on the device.
Answer: A
Explanation:
QUESTION NO: 174
NO: 174
A technician has just installed a video card in a PC. The video card is not working, although it was
working fine on the test bench. Which of the following Windows tools should the technician use to
start troubleshooting the problem?
A.
Task Manager
B.
Device Manager
C.
System Configuration
D.
Computer Management
Answer: B
Explanation:

QUESTION NO: 175
A network administrator notices a new WiFi connection has appeared as a wireless network
choice and is always at the top of the list. As a result, users are constantly trying to connect to the
wrong network. Which of the following should the administrator do to correct this issue?
A.
Adjust the wireless router antennas to 90 degrees clockwise from the current position.
B.
Ask the new wireless network owner to adjust the radio power level so it is listed below the
company’s network.
C.
Set all of the WiFi users’ wireless profiles to automatically connect to the company network.
D.
Change the company’s channel to a lower number than the new network’s channel.
Answer: C
Explanation:
QUESTION NO: 176
Which of the following is a security threat that disguises itself as legitimate software?
A.
Trojan
B.
Worm
C.
Virus
D.
Spyware
Answer: A
Explanation:

QUESTION NO: 177
A technician is called into the office during a thunderstorm. Users are reporting that machines are
intermittently powering off. Which of the following will BEST prevent user data loss?
A.
Auto save
B.
A surge protector
C.
An ESD mat
D.
A UPS
Answer: D
Explanation:
QUESTION NO: 178
A customer reports very slow wireless connection speeds in the new office. Which of the following
tools should a technician use to troubleshoot the issue?
A.
WiFi analyzer
B.
Loopback plug
C.
Signal booster
D.
Packet sniffer
Answer: A
Explanation:

QUESTION NO: 179
A user is experiencing a software application error. The user contacts a technician for support.
Which of the following will allow the user to issue an invitation to the technician in this scenario?
A.
Remote desktop
B.
Remote assistance
C.
telnet
D.
FTP
Answer: B
Explanation:
QUESTION NO: 180
A computer was recently infected by malware after a flash drive was plugged in. The user, Ann,
indicates she never opened any files or folders from the flash drive. A technician needs to prevent
this from occurring in the future. Which of the following would accomplish this?
A.
BitLocker To Go
B.
Set strong passwords
C.
Disable usermin
D.
Disable AutoRun
Answer: D
Explanation:

QUESTION NO: 181
A user needs to shrink the partition size of a hard drive encrypted with BitLocker. Which of the
following is the BEST option to modify the size of the partition?
A.
Credential Manager
B.
Computer Management
C.
Device Manager
D.
TPM Manager
Answer: B
Explanation:
QUESTION NO: 182
Ann, a user, has a phablet for personal and work usage. She finds that her phablet starts to exhibit
slow performance after a couple of hours and that the problem worsens as the day goes by. If Ann
restarts the device, it works fine for a couple of hours and then starts to run slow again. Which of
the following is the BEST action to troubleshoot this problem?
A.
Check running apps
B.
Reset to factory default
C.
Disable cloud syncing
D.
Replace the device’s battery
Answer: A
Explanation:

QUESTION NO: 183
A user has been granted permission to access the corporate network from a personal smartphone.
Which of the following should a technician perform before configuring the phone for access?
A.
Check the phone for unauthorized root access
B.
Disable the phone’s Bluetooth chip
C.
Erase all personal data from the phone
D.
Check the phone for location tracking
Answer: A
Explanation:
QUESTION NO: 184
Which of the following features is being used when a smartphone is used to purchase a product at
a retail kiosk?
A.
NFC
B.
Virtual assistant
C.
SDK
D.
Bluetooth
Answer: A
Explanation:
QUESTION NO: 185

Which of the following security threats happens when another person enters a secured area with
an authorized person?
A.
Tailgating
B.
Shoulder surfing
C.
Spoofing
D.
Phishing
Answer: A
Explanation:
QUESTION NO: 186
Which of the following is a risk of implementing a BYOD policy?
A.
Introducing malware onto the network
B.
DHCP may fail due to incompatibility
C.
Different encryption technology
D.
Higher risk of phishing attacks
Answer: A
Explanation:
QUESTION NO: 187
A company is concerned about users tailgating into restricted areas. In order to prevent
unauthorized users from following others, which of the following should be implemented?

A.
Biometric locks
B.
CCTV
C.
Mantraps
D.
Badge readers
Answer: C
Explanation:
QUESTION NO: 188
An administrator wants to give a user limited access rights in Windows Vista so that the user can
install printers and create local user accounts. Which of the following accounts should the
administrator create for the user?
A.
Power user
B.
Administrator
C.
Standard
D.
Guest
Answer: A
Explanation:
QUESTION NO: 189
A user reports the Internet connection is not working on the corporate network. After running
through the troubleshooting steps, the administrator finds the computer has a valid IP address,
can connect to network shares, and can view local intranet pages in the web browser. The
administrator tries navigating to a public Internet page and it times out. Which of the following
should the technician configure next?
A.
Hosts files
B.
IPv6 settings
C.
Proxy settings
D.
Lmhosts files
Answer: C
Explanation:
QUESTION NO: 190
A user reports several technicians have been unable to solve a problem and requests that the
technician on the phone comes out to fix the problem because the user is unable to work. After the
technician has effectively communicated a willingness to help, which of the following is the NEXT
step?
A.
Allow the user to speak with a supervisor.
B.
Identify the problem.
C.
Establish a theory.
D.
Immediately go to the user’s office.
Answer: B
Explanation:
QUESTION NO: 191

An IPS appliance is installed on the network. Which of the following is the purpose of the IPS?
A.
To check the network for unwanted activity
B.
To check and stop unwanted activity
C.
To provide connectivity to the network
D.
To test the resilience of the network
Answer: B
Explanation:
QUESTION NO: 192
A user wants to be able to access email from all devices. Which of the following formats should be
used to allow this synchronization?
A.
SMTP
B.
iCal
C.
POP3
D.
IMAP
Answer: D
Explanation:
QUESTION NO: 193
Which of the following tasks is automatically added to the task scheduler in Windows to keep hard
disk performance up?

A.
defrag
B.
chkdsk
C.
cleanmgr
D.
diskpart
Answer: A
Explanation:
QUESTION NO: 194
A user notices the social media apps are constantly updated with the user’s precise location. The
user is worried about privacy and would like to keep this information from being broadcast online.
Which of the following features should the user adjust in order to accomplish this?
A.
Geotracking
B.
Filtering
C.
WiFi
D.
Tethering
Answer: A
Explanation:
QUESTION NO: 195
A user’s personal laptop was hacked. A technician troubleshooting the issue discovers the user
used the numbers 123456789 as their account password. The user has not changed the password
in two years. Which of the following best practices should the technician recommend the user
implement to prevent future hacking? (Select TWO).
A.
Configure screen saver
B.
Set a strong password
C.
Set login time restrictions
D.
Use a more secure browser
E.
Change the password frequently
Answer: B,E
Explanation:
QUESTION NO: 196
A technician would like to remove the dust inside of a desktop computer. Which of the following
should the technician use to MINIMIZE exposure to the dust while protecting internal hardware
components? (Select TWO).
A.
Mask
B.
ESD mat
C.
ESD strap
D.
Antistatic bag
E.
Safety goggles
F.
Rubber gloves
Answer: A,E
Explanation:

QUESTION NO: 197
A company has subscribed to a cloud service, paying monthly for a block of services and being
billed incrementally when they exceed the monthly fee. Which of the following cloud concepts
does this represent?
A.
Measured service
B.
Rapid elasticity
C.
On-demand
D.
Resource pooling
Answer: A
Explanation:
QUESTION NO: 198
Which of the following Windows utilities would MOST likely be used to identify system errors?
A.
System Restore
B.
Event Viewer
C.
Security Center
D.
Windows Defender
Answer: B
Explanation:

QUESTION NO: 199
A user frequently travels with a Windows laptop and connects to several wireless networks. At a
new location, the user reports that the locally shared printers are not available on the wireless
connection. Which of the following would be causing the issue?
A.
The location profile is set to public.
B.
Workgroup is disabled.
C.
The proxy settings are misconfigured.
D.
Remote assistance is not configured.
Answer: A
Explanation:
QUESTION NO: 200
A technician is noticing extremely slow performance on a computer and would like to see what
application is consuming resources. Which of the following tools should the technician use to view
the system performance?
A.
msconfig
B.
Task Manager
C.
Event Viewer
D.
netmon
Answer: B
Explanation:

QUESTION NO: 201
A user has a new web email account and asks a technician for help with setting up email on a
tablet. The user would like for the email to only be stored on this tablet. Which of the following
email server setting types would the technician use to accomplish this task?
A.
POP3
B.
IMAP
C.
S/MIME
D.
SMTP
Answer: A
Explanation:
QUESTION NO: 202
A technician is installing a wireless network and wants to limit the signal available outside the
building. Which of the following would help accomplish this?
A.
Place directional antennas
B.
Use omni-directional antennas
C.
D.
Answer: A
Explanation:

QUESTION NO: 203
A technician needs to install a clean Windows OS on several laptops in the office. The office is
running a 100Base-T network. The owner would like the installations completed as soon as
possible. Which of the following installation methods should the technician use?
A.
FireWire External Hard Drive
B.
PXE-based Network Installation
C.
USB 3.0 Flash Drive
D.
DVD-ROM
Answer: C
Explanation:
QUESTION NO: 204
Which of the following is the FASTEST way for a user to synchronize data between an iPhone and
a work PC?
A.
Transfer data via WiFi Direct to the user’s laptop.
B.
Use Bluetooth to share data from the phone.
C.
Connect the iPhone’s USB cable and use iTunes.
D.
Copy the data from the phone to a MicroSD card.
Answer: C
Explanation:

QUESTION NO: 205
A customer’s Windows 7 Home Premium computer displays a stop error and automatically
reboots. Which of the following system utilities can a support technician use to find more
information about the cause of the error?
A.
Action Center
B.
Event Viewer
C.
File Explorer
D.
Disk Management
Answer: B
Explanation:
QUESTION NO: 206
A user calls the helpdesk reporting that when accessing the company portal, it redirects to an
unfamiliar website. Which of the following steps would the technician take to resolve this issue
using best practices?
A.
Identify symptoms, quarantine infected system, and create restore point.
B.
Quarantine infected system, identify symptoms, and create restore point.
C.
Identify symptoms, educate end user, and create restore point.
D.
Create restore point, identify symptoms, and quarantine infected system.
Answer: A
Explanation:

QUESTION NO: 207
Which of the following Windows OS capabilities allows modern Windows versions to run
applications written for older versions natively?
A.
Microsoft Virtual PC
B.
Compatibility mode
C.
Hyper-V
D.
Virtual XP mode
Answer: B
Explanation:
QUESTION NO: 208
An administrator must upgrade multiple workstations with a new image being deployed using
Windows Deployment Services. Which of the following client-side boot methods initiates the
deployment of the new image?
A.
USB flash drive
B.
CD-ROM
C.
PXE
D.
GRUB
Answer: C
Explanation:

QUESTION NO: 209
Which of the following would a technician use to search for a specific string within a file name?
A.
grep
B.
chmod
C.
wget
D.
sudo
Answer: A
Explanation:
QUESTION NO: 210
Data on full disk encrypted drives using BitLocker is MOST secure from loss when combined with
which of the following technologies?
A.
USB authentication token
B.
Filesystem access controls
C.
Trusted platform module
D.
Fingerprint reader
Answer: C
Explanation:
QUESTION NO: 211

A user recently purchased a video card for gaming purposes. The user installed the appropriate
drivers and validated they work using vendor-supplied test tools. However, while gaming, the
speed of the case fans increases, the entire system locks up, and the user must hard boot to
restart the computer. Which of the following is the MOST likely cause of this issue?
A.
Unsupported operating system
B.
Unacceptable CPU type and speed
C.
Insufficient airflow and cooling
D.
Inadequate video RAM amount
Answer: C
Explanation:
QUESTION NO: 212
An end user calls the company’s IT service desk to report an inability to open encrypted emails on
a mobile device. Which of the following BEST represents a possible cause?
A.
A valid certificate suitable for S/MIME is not installed.
B.
Emails received by the user lack suitable digital signatures.
C.
SSL/TLS certificates stored on the device are expired.
D.
The sender did not have the addressee’s public certificate.
Answer: A
Explanation:
QUESTION NO: 213

An office manager mistakenly uninstalled a valuable application. Which of the following utilities
may allow the manager to correct this issue?
A.
System Restore
B.
Computer Management
C.
Disk Management
D.
System Configuration
Answer: A
Explanation:
QUESTION NO: 214
Which of the following commands are used from a Linux command line interface to elevate a
user’s access level to administrative privilege? (Select TWO).
A.
chmod
B.
passwd
C.
sudo
D.
su
E.
runas
F.
pwd
Answer: C,D
Explanation:

QUESTION NO: 215
A support technician is using virtualization software on a Windows 7 Enterprise PC to test

Windows 8.1 Enterprise for a future deployment. When operating the Windows 8.1 VM, performing
tasks in the host operating system becomes considerably slower. Which of the following options
may improve performance in the host operating system? (Select TWO).
A.
Install more physical memory.
B.
Increase the size of the virtual hard drive.
C.
Install a different hypervisor.
D.
D. Reduce physical memory allocated to the VM.
E.
Clear temporary files in the VM.
F.
Install additional physical hard drives.
Answer: A,D
Explanation:
QUESTION NO: 216
A technician is in need of a device that would give the BEST network protection within a single
device. Which of the following devices would the technician use?
A.
NLX
B.
IDS
C.
UTM
D.
ATX
Answer: C
Explanation:
QUESTION NO: 217
A user needs their email set up on their iOS device. The email needs to synchronize all changes
made with the server and the PC. Which of the following would the technician use to accomplish
this?
A.
IMAP
B.
SMTP
C.
SMNP
D.
POP3
Answer: A
Explanation:
QUESTION NO: 218
A user needs to connect securely to the company network while working from a hotel room. Which
of the following would the user need available to accomplish this?
A.
AES
B.
VPN
C.
UTM
D.

WPA2
Answer: B
Explanation:
QUESTION NO: 219
A technician is tasked with analyzing computer settings managed by Microsoft Group Policy
configuration. The technician wants to print a report to an HTML file for offline review. Which of the
following Windows command line tools would allow the technician to accomplish this task?
A.
gpedit.msc
B.
gpupdate
C.
gpresult
D.
gpmc.msc
Answer: C
Explanation:
QUESTION NO: 220
A technician has just upgraded RAM on a user’s workstation from 4GB to 8GB. The technician
now wants to adjust the page file size on the system to the recommended Microsoft settings.
Which of the following should be entered for the “Min” portion of the page file setting if using these
best practices?
A.
4096MB
B.
8192MB
C.
12288MB
D.
16328MB
Answer: C
Explanation:
QUESTION NO: 221
A technician has been informed by the IT security manager that a vulnerability has been
discovered in the wireless router. The vulnerability could allow an attacker to take remote control
of the device. Which of the following should the technician perform to address the issue?
A.
Power off the device
B.
Install an add-on card
C.
Update the WiFi antenna
D.
Update firmware
Answer: D
Explanation:
QUESTION NO: 222
While navigating a Windows machine through command prompt, which of the following commands
will a technician use to display the contents of the current folder?
A.
cd
B.
dir
C.
md

D.
rd
Answer: B
Explanation:
QUESTION NO: 223
A technician is using a domain account to access files located on a server at the path
\\computername\C$. The technician receives an “Access denied” error message. Which of the
following is MOST likely the cause of the error?
A.
The server is no longer accepting connections since reaching its limit of open shares.
B.
The password is incorrect, requiring the user to reset it before authentication will proceed.
C.
The username should be prefixed by the domain, followed by a backslash (e.g.,
domain\username).
D.
The account does not have local administrative permissions to access the server share.
Answer: D
Explanation:
QUESTION NO: 224
A user in a corporate environment needs to have a laptop device repaired and takes the device to
the appropriate technician. Which of the following should the technician offer to the user in order to
maintain professionalism?
A.
Ask to user to wait in the area while repairs are being made.
B.
Offer a temporary loaner laptop for the user to work on.
C.
Inform the user that it will be ready “sometime” and to come back later.
D.
Ask the user to bring the laptop back when the department is less busy.
Answer: B
Explanation:
QUESTION NO: 225
Joe, a technician, arrives onsite at a customer’s home. Upon entering the home, Joe notices an
unpleasant odor. In response to this, Joe pinches his nose and holds his breath. After Joe leaves,
the customer reports the behavior to Joe's supervisor. The supervisor decides the issue must be
addressed. Which of the following topics would the supervisor be MOST likely to cover?
A.
Maintaining good communications with the customer
B.
Maintaining good personal hygiene
C.
Avoiding being judgmental
D.
Avoid dismissing the customer’s problems
Answer: C
Explanation:
QUESTION NO: 226
A technician is working a trouble ticket for a user. After addressing the issue, the technician asks
the user to verify functionality. The user confirms the system is functioning, but the computer’s
speakers now emit an irritating noise. The technician states this is a byproduct of the solution, and
the user will eventually get used to the noise. Which of the following professionalism principles is
the technician failing to address?
A.
Avoiding being judgmental

B.
Avoiding dismissal of the customer’s problems
C.
Avoiding an argument with the customer
D.
Maintaining a positive attitude
Answer: B
Explanation:
QUESTION NO: 227
A recent data breach has revealed that compromised files contained employee photos, names,
and addresses. This information is sensitive because it is considered to be:
A.
a detriment to employer/employee relations.
B.
personally identifiable information.
C.
a violation of information access policies.
D.
proof of employee corporate affiliation.
Answer: B
Explanation:
QUESTION NO: 228
An IT manager needs to reimage 30 computers in a lab. The image has already been created and
is ready to be deployed via the network. Which of the following tasks should be completed FIRST?
A.
Boot from PXE.
B.

Install Windows using DVD.
C.
Reboot computers with USB drive.
D.
Press F8 while rebooting.
Answer: A
Explanation:
QUESTION NO: 229
A technician has imported a .dll to fix a missing .dll issue on a PC. The application still does not
run correctly and is reporting that the .dll is missing. Which of the following tools would the
technician use to complete the import of the .dll?
A.
gpresult
B.
msconfig
C.
regedit
D.
gpupdate
E.
regsrv32
Answer: E
Explanation:
QUESTION NO: 230
A technician is tasked to install a 4TB SATA hard disk. Which of the following partitioning
technologies should the technician use to satisfy these requirements?
A.

GPT
B.
Logical
C.
MBR
D.
Extended
Answer: A
Explanation:
QUESTION NO: 231
A technician is tasked to change the number of CPU cores available to the OS to enhance
productivity. Which of the following tools would allow the technician to perform this task?
A.
msconfig
B.
perfmon
C.
taskmgr
D.
dxdiag
Answer: A
Explanation:
QUESTION NO: 232
A technician is tasked with removing a virus file that created a custom service. The technician has
located the file to be removed using an antivirus scanner, but the scanner did not successfully
remove the file. When the technician attempts to manually remove the file, an error message
appears that says, “The file is in use by another program.” Which of the following tools would be
the BEST to use to correct the issue?

A.
Terminal
B.
SFC
C.
Event Viewer
D.
Services Console
E.
Recovery Console
Answer: D
Explanation:
QUESTION NO: 233
The system administrator is tasked with installing Windows to 100 computers over the network.
The systems administrator needs to remove system-specific identifiers. Which of the following
would the system administrator use to accomplish this?
A.
Windows Deployment Services
B.
Remote Installation Services
C.
System Preparation Tool
D.
Unattended installation
Answer: C
Explanation:
QUESTION NO: 234
A technician installs a new application and restarts the computer. After signing in to Windows, an
error message appears stating that the application did not start automatically as intended. After
confirming the software has installed correctly, which of the following tools would be used to
troubleshoot this problem?
A.
msconfig
B.
appwiz.cpl
C.
gpedit
D.
regsrv32
Answer: A
Explanation:
QUESTION NO: 235
A technician is installing Windows 7 on a computer with a previously used hard drive. After
receiving an error, the technician realizes the hard drive does not support this install. Which of the
following tasks should the technician perform?
A.
Partition the hard drive in Extended format.
B.
Use Windows Update to download the appropriate driver.
C.
Enable Multiboot in the BIOS.
D.
Convert the file system to NTFS.
Answer: D
Explanation:
QUESTION NO: 236

N NO: 236
A technician’s is onsite troubleshooting a user's issue and receives a call from another customer.
Which of the following is the BEST course of action for the technician to take in this situation?
A.
Let the call go to voicemail and respond when time permits.
B.
Leave the current appointment to assist the calling customer.
C.
Ignore the call and continue with the scheduled itinerary.
D.
Apologize to the customer and answer the call.
Answer: A
Explanation:
QUESTION NO: 237 CORRECT TEXT
A user has installed two new drives in one of the computers in the computer lab and has been
unable to format Disk1 from the command prompt.
The lab requires that Disk1 be a dynamic disk configured with two partitions. The first partition
must be 256,000 MB in size and mapped to drive F. The second partition must be 512,000 MB in
size and mapped to drive G.
The new partitions must be formatted to ensure that users’ files can be secured from other users
and that disk must be configured to account for future redundancy.
Instructions: Conduct the necessary steps within the Disk Manager to accomplish these tasks.
When you have completed the simulation, please, select the Done button to submit.

Answer:
Please review explanation for detailed answer.
Explanation:
Here are the screen shots showing this process:
QUESTION NO: 238
A computer is displaying a pop-up message demanding payment or the hard drive will be
encrypted. Which of the following BEST describes this type of malware?
A.
Trojan
B.
Ransomware
C.
Spyware
D.
Worm
Answer: B

Explanation:
QUESTION NO: 239
Several users of a shared computer report that Windows often indicates an improper shutdown
was experienced upon power on. Which of the following would be the BEST course of action to
determine which user is responsible for causing the issue?
A.
Review the System Log
B.
Check msconfig utility
C.
Checkboot. ini
D.
Review the ntuser.dat file
Answer: A
Explanation:
QUESTION NO: 240
NO: 240
After confirming BIOS support, technician has added a second video card and a new sound card
to a computer’s motherboard. The computer continuously restarts. This is an indication of which of
the following.
A.
Incompatible sound card
B.
Insufficient power supply
C.
Insufficient memory
D.
Defective video card
Answer: B
Explanation:
QUESTION NO: 241
A computer on a Windows domain has been identified as not having the most current policy.
Which of the following tools would a technician run on the local machine to rectify this?
A.
gpresult
B.
msconfig
C.
ipconfig
D.
gpupdate
Answer: D
Explanation:
QUESTION NO: 242
A user running Windows 7 has reported that a computer has crashed and a BSOD displayed. The
computer was restarted and now the user reports that it is running slower than usual, especially
when multiple programs are open at the same time. The technician knows the system has 8GB of
memory (2x 4G DIMMS), and suspects that the system has a faulty memory module and has
disabled one of the DIMMs. Which of the following would a technician do to confirm that the OS is
now only detecting 4GB of memory?
A.
In the Control Panel, click Devices and Printers.
B.
In the Control Panel, click System.
C.
In the Control Panel, click Device Manager.
D.
In the Control Panel, click Performance Information and Tools.
Answer: B
Explanation:
QUESTION NO: 243
A technician needs to repurpose a hard drive that has confidential information on it. Which of the
following methods is MOST appropriate?
A.
Incineration
B.
Overwrite
C.
Degauss
D.
Quick format
Answer: D
Explanation:
QUESTION NO: 244
A network administrator has moved several users’ folders to a different server. After mapping to
the new shared drive, the users can access each other’s’ files. Which of the following could be the
cause of this issue?
A.
Administrator permissions
B.
File permissions
C.
File fragmentation

D.
Network segmentation
Answer: B
Explanation:
QUESTION NO: 245
A technician is trying to perform a new installation of an operating system on a computer without

an optical drive. Which of the following boot sources can be used?
A.
Windows easy transfer
B.
Copy of SYSTEM folder
C.
USMT
D.
Flash drive
Answer: D
Explanation:
QUESTION NO: 246
A user wants to reuse a flash drive and ensure that no one can view the previous data. Which of
the following is the BEST way to accomplish this?
A.
Delete the files
B.
Perform a full format
C.
Degauss the drive

D.
Make the files hidden
Answer: B
Explanation:
QUESTION NO: 247
An administrator has verified that a PC has no Internet connectivity. Using ipconfig shows that the
IP address for the machine is completely different than the assigned network address. After using
ipconfig /release and ipconfig /renew, the computer is still assigned the same address. Which of
the following is MOST likely the cause of the issue?
A.
The NIC drivers are not properly installed
B.
HomeGroup is misconfigured
C.
DHCP server is unavailable
D.
A static IP address is configured
Answer: D
Explanation:
QUESTION NO: 248
A user tries to login and receives the error message “The User Profile Service failed to login. User
Profile cannot be leaded.” Which of the following should be the FIRST method to troubleshoot the
issue?
A.
Use Automated System Recovery
B.
Boot PC into Safe Mode

C.
Use System File Checker
D.
Perform hardware diagnostics
Answer: B
Explanation:
QUESTION NO: 249
O: 249
A technician is removing malware from a computer in safe mode and is having trouble with one of
the infected files. The anti-malware suite is unable to remove or quarantine it and the system will
not let the technician manually delete it, even though it is not in use. Which of the following can the
technician use to remove the file?
A.
Open the defrag utility and run a full analysis and defragmentation of the hard drive.
B.
Boot from a pre-installation environment CD and delete the file from the hard drive.
C.
Run attrib followed by the file name with the –h switch from the command prompt.
D.
Install a second full antivirus suite onto the system and run another removal scan.
Answer: B
Explanation:
QUESTION NO: 250
A user starts up a PC and notices it appears to boot from CD or DVD-ROM, but after a few
seconds continues to boot into Windows. Once Windows starts up, Media Player opens and starts
playing music. Which of the following is MOST likely occurring?

A.
The boot order in the BIOS is incorrectly set
B.
The machine was improperly shutdown
C.
The Media Player software has been recently updated.
D.
A disc has been left in the CD/DVD-ROM drive
Answer: D
Explanation:
QUESTION NO: 251
Which of the following is a security best practice?
A.
Use multifactor VPN authentication.
B.
Use only commercially licensed software.
C.
Use only WiFi instead of Ethernet cabling.
D.
Use only solid state hard drives in servers.
Answer: A
Explanation:
QUESTION NO: 252
Which of the following Linux commands is used to configure an Ethernet address?
A.
ifconfig
B.
traceroute
C.
ipconfig
D.
chmod
Answer: A
Explanation:
QUESTION NO: 253
A technician has cleaned a virus infection off of a PC using corporate approved software. After a
short period of time, the infection returned. Updated virus signatures have also detected the
presence of a rootkit. Which of the following would be the BEST course of action to resolve the
issue?
A.
Run a System Restore to a time before the first infection was cleaned.
B.
Install a second antivirus suite and run both antivirus products concurrently.
C.
Back up the client’s data and scan it for infections on a known-working PC.
D.
Reformat the hard drive and reload the operation system and applications
Answer: A
Explanation:
Two components of Genericware2.0 are causing performance issues on a Windows 7 PC. One
Generic 2.0 component is currently not responding and needs to be disabled upon reboot. To
prevent further performance issues ensure both components are no longer running upon reboot,
without making any other changes to the current system or without deleting registry keys or
shortcuts.
Instructions: When you have completed the simulation, please select the done button to submit
your answer.
Answer:
Explanation:
Please check the below images for detailed steps to do:
This is a simple one, you will start on the Windows Desktop, "Go to the Start menu and type in the
search bar ?SCONFIG". after you’re done click on Startup and remove the Tick from the
application name provided by the sim (genware.exe I think ). When this is done, "Click on the
Services tab, and remove the tick from the application name provided by the sim. After that’s
finished click Apply and OK". and you’re "Done".Tip: In disable startup program called
"genware2.0" just go to start type msconfig and it will be in start-up column and also in service.
Then go to start find folder startup and remove programs icon from that folder you don’t have to
remove it from trash.
You need to configure your mobile device to send and receive electronic messages from your
company. You must use the company’s WLAN as all e-mail services are on default non-secure
ports. The company’s WLAN is broadcasting across the company for easier access. Both
incoming and outgoing servers requires login credentials. These are the proper parameters:
Username: tech@techies.com
Password: P@$$w0rd
Outgoing server: mail.techies.com
Incoming server: pop3.techies.com
Company SSID: Techies
40-bit Key: CA:FE:33:71:00

Instructions: When you have completed the simulation, please select the Done button to submit.
Once the simulation is submitted, please select the Next button to continue.
Answer:
Explanation:
QUESTION NO: 256
A technician is installing a new router at a computer that wants to protect the configuration of the
DMZ. To prevent unauthorized remote access, which of the following should the technician
perform when installing a new wireless router?
A.
Secure the room the router is stored in
B.
Change the default password on the router.
C.
Disable SSID broadcasting
D.
Ensure that all cables to the router are shielded
Answer: B
Explanation:
QUESTION NO: 257
A user wants to see the file extensions for all files when navigating the desktop’s file structure.
Which of the following Control Panel utilities should the technician access to configure the display
of file extensions?
A.
System
B.
User Accounts
C.
Personalization
D.
E.
Folder Options
Answer: E
Explanation:
QUESTION NO: 258
A corporate customer has contacted a technician about a database issue. After a reboot, no one
can connect to the database. When the technician arrives on-site, the database service is not
started. The technician starts the service, and the database comes up without issue. After some
testing, the technician realizes the database service is coming up to quickly on startup before
dependent services can start. Which of the following is the BEST solution?
A.
Set the database service to ‘Automatic (Delayed Start)”
B.
Show the customer how to manually start the service
C.
Create a scheduled task that will start the service on reboot.
D.
Set the service to manual and write a script to start it on reboot.
Answer: A
Explanation:
QUESTION NO: 259

A technician is installing a private PC in a public workspace. Which of the following password
practices should the technician implement on the PC to secure network access?
A.
Remove the guest from the administrators group
B.
Disable single sign-on
C.
Issue a default strong password for all users
D.
Require authentication on wake-up
Answer: A
Explanation:
QUESTION NO: 260
A technician wants to delete all information from a laptop so it is not recoverable, but needs to
repurpose the laptop drive for future use. Which of the following is the BEST option to accomplish
this task?
A.
Degauss
B.
Overwrite
C.
Standard format
D.
Low-level format
Answer: D
Explanation:
QUESTION NO: 261

A technician is installing the latest OS on a user’s system. The user wants all of the settings and
files to remain intact during the installation. Which of the following upgrade methods should the
technician use?
A.
Network installation
B.
Clean install
C.
In-place upgrade
D.
Image deployment
Answer: C
Explanation:
QUESTION NO: 262
To prevent electrical damage to a PC while working on it, which of the following should be
disconnected before work begins?
A.
Power cable
B.
Video cable
C.
USB cable
D.
Serial cable
Answer: A
Explanation:
QUESTION NO: 263

A technician is running a Cat 5 cable from the IDF to a user’s PC in the office. Which of the
following should the technician use for safety reasons?
A.
Dusk mask
B.
ESD strap
C.
Multimeter
D.
Cable tester
Answer: C
Explanation:
Reference https://www.cablinginstall.com/articles/print/volume-9/issue-
2/contents/installation/safety-considerations-for-the-cabling-installer.html
QUESTION NO: 264
Which of the following is used for building entry and computer access?
A.
Smart card
B.
Personal identity verification card
C.
Hardware tokens
D.
Key fobs
Answer: B
Explanation:

QUESTION NO: 265
Which of the following is a physical device used to prevent tailgating into a facility?
A.
Privacy filter
B.
ID badge
C.
Retinal scanner
D.
Mantrap
Answer: D
Explanation:
QUESTION NO: 266
NO: 266
A file is moved from one folder to another within the same disk volume. Which of the following will
happen to the permissions on the file?
A.
The file will get the permissions of both folders
B.
The file will get the permissions of the destination folder
C.
The file will keep the original permissions
D.
The file will have all permissions removed
Answer: C
Explanation:

QUESTION NO: 267
A SOHO customer has taken precautions against malware and viruses on a Windows 8
workstation. After implementing the precautions, standard applications are crashing or failing to
start. Which of the following could be used to remedy the customer’s issue after a virus scan
reports no infections?
A.
Use Event Viewer to clear the logs
B.
Perform a hard drive defragmentation
C.
Turn off DEP for all programs and services
D.
Use System Restore to create a restore point
Answer: C
Explanation:
QUESTION NO: 268
A computer repair technician must open a computer case to remove and replace a graphics card.
An ESD mat and strap are not available. Which of the following should be done PRIOR to touching
the components? (Select two.)
A.
Touch both hands to a bare-metal portion of the chassis.
B.
Take off shoes and any headwear.
C.
Remove all jewelry.
D.
Remove the power supply unit.
E.
Place the chassis on a non-metal surface.

Answer: A,C
: https://www.ifixit.com/Answers/View/20807/Do+I+really+need+a+anti-static+strap-
mat+for+dismantling+a+desktop
QUESTION NO: 269
An employee was arrested after it was determined that an office computer was used for illegal
activity that damaged the company. Which of the following MUST be documented on the
employee’s computer to ensure the evidence is admissible on court?
A.
Software inventory
B.
Personality identifiable information
C.
Security best practices
D.
Chain of custody
Answer: D
Explanation:
Reference https://epic.org/security/computer_search_guidelines.txt
QUESTION NO: 270
A technician needs to format a new drive on a workstation. The technician will need to configure
read attributes to specific local files and write extended attributes to specific folders. Which of the
following will allow the technician to configure these settings in a Windows environment?
A.
ext4
B.
HFS+
C.
FAT32
D.
NTFS
Answer: D
Explanation:
QUESTION NO: 271
An administrator is installing a WAP in a fitness center. There will only be five devices that should
have access to this, and they are all company owned. Users do not want to put in a password
when they connect these devices to the wireless. Given this scenario, which of the following is the
MOST secure method of deployment?
A.
Disable SSID broadcasting
B.
Media access control filtering
C.
Disable ports 80 and 443 on the access point
D.
Lower radio power levels
Answer: A
Explanation:
QUESTION NO: 272
A technician wants to change the security level for a set of internal websites accessed frequently
by a user. Which of the following Control Panel utilities would allow the technician to complete this
task?
A.
Windows Firewall

B.
Credential Manager
C.
Network and Sharing Center
D.
Internet Options
E.
Homegroup
Answer: A
Explanation:
QUESTION NO: 273
Utilizing login information for social media platforms or email providers without requiring additional
credentials is commonly referred to as……
A.
system federation
B.
mutual authentication
C.
single sign-in
D.
multifactor authentication
Answer: C
Explanation:
QUESTION NO: 274
TION NO: 274
Joe, an employee, took a company-issued Windows laptop home, but is having trouble connecting

to any of the shares hosted on his home media server Joe has verified he is connected to the
Internet. Which of the following would explain why Joe cannot access his personal shares?
A.
An IP conflict is present.
B.
A corporate VPN is enabled.
C.
A firewall exception must be set.
D.
HomeGroup must be enabled.
Answer: C
Explanation:
QUESTION NO: 275
A technician wants to decrease the risk of unauthorized users being able to use an unattended
computer. Which of the following actions should the technician take to accomplish this goal?
A.
Restrict user permissions.
B.
Configure failed attempts lockout.
C.
Require screensaver password.
D.
Use data encryption.
Answer: C
Explanation:
QUESTION NO: 276

A user has become a victim of data harvesting. The user wants to know more about the potential
for mobile device application security issues. Which of the following settings should a technician
advise the user to change on the user’s mobile device? (Select three.)
A.
Location tracking
B.
Camera activation
C.
Data transmission limit
D.
System lockouts
E.
Developer options
F.
Accessibility
G.
Synchronization
H.
Storage
Answer: A,F,H
Explanation:
QUESTION NO: 277
As part of a security review at a financial institution, the organization evaluates the potential
implementation of physical controls intended to prevent an unauthorized person from following
someone into a secure facility. Which of the following controls would BEST address the
organization’s requirements?
A.
Biometrics
B.
Proximity sensors
C.
Mantraps
D.
ID badges
Answer: C
Explanation:
Reference http://www.datacenterjournal.com/what-is-a-mantrap-and-do-you-need-one/
QUESTION NO: 278
A technician has been tasked with ensuring all of the company software vulnerabilities are fixed.
Which of the following should be used to complete this task?
A.
Scheduled reboots
B.
Regular backups
C.
Task scheduler
D.
Patch management
Answer: D
Explanation:
QUESTION NO: 279
A small business has an open wireless network so vendors can connect to the network without
logging in. The business owners are concerned that a nearby company is connecting and using
the wireless connection without permission. If the small business requires that the network remain
open, which of the following configuration settings should be changed to address these concerns?
A.
Default SSID

B.
MAC filtering
C.
Power levels
D.
Content filtering
E.
Firewall
Answer: E
Explanation:
QUESTION NO: 280
A novice user is trying to change the password on a Linux system. The user is attempting to use
command line functions. Which of the following commands should be used?
A.
passwd
B.
pwd
C.
chown
D.
chmod
Answer: A
Reference: https://www.cyberciti.biz/faq/linux-set-change-password-how-to/
QUESTION NO: 281
A new virus has been spreading via USB flash drives when they are plugged in. An administrator
has been tasked with securing the workstations. Which of the following should be done FIRST?

A.
Disable Autorun features
B.
Update security software definitions
C.
Force encryption on all removable drives
D.
Force users to change their passwords
Answer: A
Explanation:
QUESTION NO: 282
A customer has started a cloud initiative and would like to make the log-in process to a different
application easier for users. The customer has also requested the login process initiate from the
same portal. As a technician, which of the following tools will be the BEST solution?
A.
MFA
B.
SSO
C.
RDP
D.
LDAP
Answer: B
Explanation:
QUESTION NO: 283
A customer brings in a PC for repair. The technician attentively listens as the customer describes
the problem with the PC. Once the customer has finished describing the problem, which of the

following should the technician do to ensure the information is accurately documented? (Choose
two.)
A.
Ask questions to clarify the scope of the problem.
B.
Complete the process as quickly as possible to begin the repair process.
C.
Ensure the customer is educated regarding the correct terminology for the problem.
D.
Restate the issue to verify understanding.
E.
Notate all information exactly as the customer describes.
F.
Search online resources related to the customer’s issue to ensure accuracy.
Answer: D,E
Explanation:
QUESTION NO: 284
Which of the following is the proper way to dispose rechargeable batteries?
A.
Shred
B.
Recycle
C.
Dispose in trash
D.
Incinerate
Answer: B
Explanation:

QUESTION NO: 285
Which of the following types of attacks is MOST likely to occur if an attacker utilizes an HTTPS
proxy?
A.
Man-in-the-middle
B.
Spear phishing
C.
Zero day
D.
Social engineering
Answer: A
Explanation:
Reference https://www.securityweek.com/hackers-can-intercept-https-urls-proxy-attacks
QUESTION NO: 286
Which of the following is used to assist developers with programming applications for mobile
devices and taking advantage of built-in features?
A.
SDK
B.
SCP
C.
GUI
D.
GPS
Answer: A

Explanation:
QUESTION NO: 287
A technician has a requirement to be able to stage several servers on demand and with little
notice. The technician has decided to use cloud technologies. Which of the following technologies
should the technician use in this case?
A.
PaaS
B.
SaaS
C.
IaaS
D.
RaaS
Answer: C
Explanation:
Reference https://rubygarage.org/blog/iaas-vs-paas-vs-saas
QUESTION NO: 288
After successfully removing malware from a user’s Windows OS PC, a technician confirms the
machine had been infected for many months. Two weeks after removing the malware, the
malware inadvertently returns. The technician MOST likely forgot to:
A.
install antivirus updates
B.
disable and enable System Restore
C.
update the firewall rules
D.
quarantine the system for 30 days
Answer: A
Explanation:
QUESTION NO: 289
A user needs access to files within a shared folder on a Linux server. The user is mapped to the
folder but cannot access the files. Which of the following tools should the technician use to give
the user access to these files? (Select two.)
A.
groups
B.
netshare
C.
chown
D.
chmod
E.
apt-get
F.
passwd
Answer: C,D
Explanation:
QUESTION NO: 290
A user has installed several applications, which has led to critical OS files being overwritten by
files supplied by the application’s creator. Which of the following commands and switches should a
technician run to restore OS files to their original versions?
A.

sfc /scannow
B.
chkdsk /r
C.
tasklist /svc
D.
gpupdate /force
Answer: A
Explanation:
Reference https://support.microsoft.com/en-us/help/929833/use-the-system-file-checker-tool-to-
repair-missing-or-corrupted-system
QUESTION NO: 291
A user’s smartphone is experiencing limited bandwidth when at home. The user reports to a
technician that the device functions properly when at work or in the car. Which of the following
troubleshooting steps should the technician take NEXT?
A.
Reset the device’s network settings
B.
Check the data usage statistics on the device
C.
Verify the SSID with which the device is associated
D.
Run any pending application or OS updates
Answer: A
Explanation:
QUESTION NO: 292

A security team is auditing a company’s network logs and notices that a USB drive was previously
inserted into several of the servers. Many login attempts were than successfully performed using
common login information. Which of the following actions should be taken to close the
vulnerability? (Select two.)
A.
Disable guest account
B.
Remove admin permissions
C.
Modify AutoRun settings
D.
Change default credentials
E.
Run OS security updates
F.
Install a software firewall
Answer: A,D
Explanation:
QUESTION NO: 293
A technician is upgrading a computer to Windows 7 Professional 64-bit version. The current OS is

Windows Vista 32-bit. Which of the following methods should the technician use?
A.
Windows 7 Professional x64 DVD and select upgrade option
B.
Windows 7 Professional x64 DVD and select custom install
C.
Windows 7 Professional x86 DVD and select remote install
D.
Windows 7 Professional x86 in-place upgrade
Answer: B
Explanation:
QUESTION NO: 294
STION NO: 294
Which of the following technologies ensures full device encryption on a Windows mobile device?
A.
BitLocker
B.
UEFI
C.
TPM
D.
Passcode
Answer: C
Explanation:
QUESTION NO: 295
A technician is troubleshooting a startup failure on a Windows domain controller DNS service. The
technician discovers a third-party application is running a database server application that
happens to capture the same high-numbered ports as the DNS service. The application service
ports cannot be changed due to application design. Which of the following is the BEST solution to
resolve this problem?
A.
Allow the database application to start up first, and set the DNS service to delayed start
B.
Allow the DNS server service to start up first, and set the application service to delayed start
C.
Move the third-party database application to a different domain controller
D.
Contact the application vendor to find out if the ports it uses can be changed
Answer: C
Explanation:
QUESTION NO: 296
A PC technician issues the following command in a terminal window
cat passwd
The output of the command is garbled and unreadable. Which of the following BEST explains this
output?
A.
The passwd file is a binary file
B.
The passwd file is a system file
C.
The passwd file cannot be edited
D.
The technician does not have proper permissions
Answer: B
Explanation:
QUESTION NO: 297
A company has drivers with PII and other sensitive information on them. There are several drives
that need to be disposed of in a short time due to federal regulations, so a technician hires a
media destruction company to perform the work. Which of the following should be requested from
the company?
A.
Copy of the contract for the completed work
B.
Certificate for a Certificate Authority
C.
Certificate of destruction
D.
Receipt of payment for work completed
Answer: C
Explanation:
QUESTION NO: 298
A technician has contacted a vendor, informing them they need to RMA a faulty memory stick.
Which of the following should the technician use to BEST protect this component from further
damage during shipment?
A.
Antistatic bags
B.
Plastic box
C.
Cardboard box
D.
Bubble wrap
E.
Padded envelope
Answer: B
Explanation:
QUESTION NO: 299
A user’s mobile device appears to be losing battery life rapidly and often feels warm to the touch,
even when it is put away. The device is relatively new, so the user is concerned it is defective. A

technician inspects the device and sees the following.
Which of the following should be changed to resolve this issue?
A.
Privacy-Maps
B.
Display-Brightness
C.
Storage-Photos
D.
Mail-Work
Answer: B
Explanation:
QUESTION NO: 300
A home user receives a call from a technician who claims to be with a virus control company. The
technician explains that the user’s PC is infected with harmful viruses. The technician instructs the
user how to get to the Event Viewer where all errors can be seen. The technician claims this
problem can be fixed for money. Which of the following threats has the user been a victim of?
A.
Phishing
B.
Social engineering
C.
Man-in-the-middle
D.
Spoofing
Answer: B
Explanation:

QUESTION NO: 301
A Windows PC suffered a bad update, so a systems administrator removed the update. Which of
the following tools should the systems administrator run to ensure the Windows files are not
corrupted?
A.
MSConfig
B.
Sfc
C.
Defrag
D.
Chkdsk
Answer: B
Reference: https://support.microsoft.com/en-us/help/929833/use-the-system-file-checker-tool-to-
repair-missing-or-corrupted-system
QUESTION NO: 302
The digitizer on a user’s smartphone intermittently stops working. Which of the following is MOST
likely the issue?
A.
Screen orientation
B.
Software update
C.
Screen brightness
D.
Calibration
Answer: B
Explanation:

QUESTION NO: 303
A systems administrator wants to test a tool to enhance productivity but does not want to run it in
the live production environment. The systems administrator has a powerful PC running Windows
8.1. Which of the following should the systems administrator set up to test the tool on the PC
without changing the base configuration?
A.
Native Windows
B.
Virtualization
C.
Emulation
D.
Safe mode
Answer: C
Explanation:
QUESTION NO: 304
A technician is upgrading to a 4TB hard drive and wants to have six partitions. Which of the
following allows a Windows boot partition to meet these requirements?
A.
PRIMARY
B.
NTFS
C.
FAT32
D.
GPT
Answer: D

Explanation:
QUESTION NO: 305
Which of the following combinations provides the STRONGEST authentication security?
A.
Hardware token
B.
Username and password
C.
Smart card with PIN
D.
Voice then fingerprint recognition
Answer: D
Explanation:
QUESTION NO: 306
A technician is working at a help desk firm and receives a call from a user who has experienced
repeated BSODs. The technician is scheduled to take a break just after the call comes in. Which
of the following is the BEST choice for the technician to make?
A.
Politely ask the user to call back
B.
Ask another technician to take the call
C.
Troubleshoot the issue for the user
D.
Input the issue as a ticket and escalate to Tier 2
E.
Put the user on hold and troubleshoot after the scheduled break
Answer: B
Explanation:
QUESTION NO: 307
A user wants to restore an application’s security settings to an iOS device, but an Internet
connection is unavailable. Which of the following tools can assist with mitigating this issue?
A.
Time machine
B.
Apple Configurator
C.
Device stage
D.
iCloud
Answer: A
Explanation:
QUESTION NO: 308
Which of the following statements is true regarding the differences between a 32-bit and 64-bit
OS?
A.
A 32-bit version of the OS will not run on 64-bit hardware, but a 64-bit OS will run on 32-bit
hardware.
B.
A 32-bit version of the OS requires twice the number of CPU clock cycles to write the same
amount of data as a 64-bit OS.
C.
A 64-bit version of the OS will address memory in eight octets.
D.

A 64-bit version of the OS will write data to disk in block sizes of eight octets
Answer: C
Explanation:
QUESTION NO: 309
Users on the corporate network are reporting that accessing folders is very slow on internal
network servers. Which of the following should the technician troubleshoot to resolve this
problem?
A.
DHCP server
B.
Web server
C.
File server
D.
Proxy server
Answer: C
Explanation:
QUESTION NO: 310
A coworker asks a technician for help understanding an email request while the technician is on a
call assisting a user. Which of the following is the BEST response the technician can give the
coworker?
A.
Inform the coworker help will be given when the call is over
B.
Multitask and assist the coworker while on the call
C.

Politely ask if the user minds being placed on hold
D.
Refer the coworker to a supervisor
Answer: A
Explanation:
QUESTION NO: 311
A technician in a call center is on a particularly frustrating repair call. Which of the following BEST
represents what the technician should do during the call?
A.
Insist the customer call back later
B.
Ensure the customer takes a satisfaction survey
C.
Document all relevant facts regarding the call
D.
Escalate the call to the next tier of support
Answer: C
Explanation:
QUESTION NO: 312
A company wants all new PCs to have a standard sleep and hibernate schedule. Which of the
following would allow this to be accomplished?
A.
Adjust the power plan to Energy Saver
B.
Schedule nightly shutdowns
C.
Import a customized power plan
D.
Change the settings in the BIOS
Answer: C
Explanation:
QUESTION NO: 313
Joe, an end user, reports that his computer is displaying numerous pop-up advertisements and is
performing very slowly during the workday. Which of the following tools should the technician use
FIRST to troubleshoot this issue?
A.
Reinstall the Internet browser software
B.
Run a trusted antivirus scan
C.
Perform a System Restore
D.
Enable the local firewall
Answer: B
Explanation:
QUESTION NO: 314
A user is trying to connect to a new access point with a laptop. The laptop is already able to
connect to older access points. The user can see the SSID, but the new access point will not allow
the user to connect. The user verifies the correct password is being used. Recently issued devices
are able to connect to the new access point. Which of the following is the BEST way to restore this
situation?
A.
Enable DHCP on the wireless network

B.
Disable the firewall on the laptop
C.
Upgrade the radio firmware
D.
Clear the DNS cache on the laptop
Answer: D
Explanation:
QUESTION NO: 315
A technician has received a call from a user who opened an application and was presented with
an error message stating the application has failed to load properly and will now close. The user
has rebooted the PC several times and keeps getting the same message. The user has
administrative rights on the local machine. Which of the following tools should be used to resolve
this issue QUICKLY?
A.
REGEDIT
B.
System File Checker
C.
Command prompt
D.
Uninstall/reinstall/repair
E.
MSCONFIG
Answer: B
Explanation:
QUESTION NO: 316

A technician responds to a user’s complaint of “stop” errors being received when the user watches
company training videos. The technician determines the problem must be a faulty video driver.
After installing the latest video driver for the system, rebooting, and testing the system, the error is
still present. Which of the following troubleshooting steps does the technician needs to complete at
this stage?
A.
Verify functionality and implement preventive measures
B.
Establish a plan of action to resolve the problem
C.
Document the findings, actions, and outcomes
D.
Formulate a new theory or escalate
Answer: D
Explanation:
QUESTION NO: 317
A PC technician is configuring IP addresses on a Windows system that has multiple NICs. Which
of the following commands would show the IP addresses configured on each network interface?
A.
netconfig
B.
ifconfig
C.
ipconfig
D.
netstat
Answer: C
Explanation:

QUESTION NO: 318
Which of the following built-in accounts removed in Windows 10?
A.
Power User
B.
Administrator
C.
Guest
D.
Standard User
Answer: C
Explanation:
QUESTION NO: 319
A user has stated a workstation is having problems loading certain websites. The user claims to
have clicked on a link from a web page and nothing happened. However, other websites are
displaying correctly. The technician advises the user to clear the browser cache and try again, but
that does not fix the issue. Which of the following is the MOST likely cause in this scenario?
A.
The user’s account expired
B.
The pop-up blocker is enabled
C.
The user is right-clicking on the link
D.
The browser is incompatible with certain websites
Answer: D
Explanation:

QUESTION NO: 320
Joe, a user, reports he is unable to install an OS on a home computer. An investigation reveals

Joe is using an enterprise license key. Which of the following is the MOST likely issue?
A.
The wrong media is being used
B.
The media is corrupt
C.
The hardware is unsupported
D.
The boot order is incorrect
Answer: C
Explanation:
QUESTION NO: 321
Multiple users have reported latency issues. After troubleshooting the issue, the technician finds
that bandwidth is saturated by non-corporate applications. Which of the following should resolve
this issue?
A.
B.
C.
Enable content filtering
D.
Configure an IPS
Answer: C
Explanation:

QUESTION NO: 322
A technician at a corporation receives an instant message from a user who states the new
department shared drive that was given through managed settings is missing from the user’s PC.
Which of the following tools should the technician use to BEST troubleshoot the missing shared
drive?
A.
chmod
B.
ipconfig
C.
msconfig
D.
nslookup
E.
gpresult
Answer: A
Explanation:
QUESTION NO: 323
A user is experiencing unexpectedly long boot times and abnormally slow performance on a
Windows computer. The technician opens the Task Manager and notices there is extremely high
disk utilization with low network utilization, even after a reboot. Which of the following tools should
a technician use to diagnose the issue?
A.
Regsvr32
B.
Computer Management
C.
Dr.Watson
D.
MSConfig

Answer: B
Explanation:
QUESTION NO: 324
A technician is performing an OS upgrade and is provided with an ISO installation file. The
customer’s computer is running Windows 8. The computer does not have an internal optical drive.
Which of the following boot methods would be the BEST to perform the upgrade with the latest
amount of effort?
A.
USB
B.
SSD
C.
PXE
D.
CDR
Answer: A
Explanation:
QUESTION NO: 325
A user’s computer has detected a S.M.A.R.T error. Which of the following should the user run to
diagnose the issue?
A.
Scheduled disk maintenance
B.
System Restore utility
C.
Disk maintenance utilities
D.

Driver/firmware updates
Answer: D
Explanation:
Reference http://knowledge.seagate.com/articles/en_US/FAQ/184619en
QUESTION NO: 326
A user is having difficulty with a recently installed application in Windows 7 and needs to make
changes to a configuration file. A technician instructs the user to navigate to the application data to
make the changes, but the user is unable to locate it. Which of the following should the technician
instruct the user to do to find the appropriate folder? (Choose two.)
A.
Type %Windir% in the Windows Explorer bar
B.
Toggle the hidden system files option
C.
Make the user a local admin on the PC
D.
Type %Appdata% in the Windows Explorer bar
E.
Reinstall the application using the recommended settings
F.
Change the password and disable the local guest account
Answer: B,D
Explanation:
QUESTION NO: 327
: 327
A client reports a laptop does not power on after a lightning storm. The technician diagnoses the

problem as being a faulty motherboard. after replacing the motherboard and booting the laptop,
the screen remains black, although the laptop displays an image on an external monitor. Which of
the following would be the technician’s NEXT step?
A.
Communicate the findings to the client and offer replacement options.
B.
Explain how to use the laptop with an external monitor and offer to set it up.
C.
Contact the sales department and provide a quote for a new motherboard.
D.
Document the repair process and provide a detailed report to the client.
Answer: A
Explanation:
QUESTION NO: 328
The general manager installed a popular archive utility. Antivirus software flagged the software
because it was also exhibiting malicious behavior. This is an example of which of the following?
A.
Rootkit
B.
Trojan
C.
Spyware
D.
Worm
Answer: B
Explanation:
QUESTION NO: 329

Which of the following provide the MOST security for PCs and mobile devices? (Choose two.)
A.
Access control lists
B.
Multifactor authentication
C.
Organizational unit
D.
Trusted software sources
E.
Pre-shared key
Answer: B,D
Explanation:
QUESTION NO: 330
A folder is displayed in green in the tree of the local hard drive. Which of the following would
describe what type of folder this is?
A.
Compressed
B.
PII
C.
EFS
D.
Hidden
Answer: C
Explanation:

QUESTION NO: 331
A technician starts hard drive transfers in a SOHO that will take up to 16 hours to complete.
Immediately after starting the transfers, the technician gets warning of a hurricane that will occur
overnight. Which of the following is the BEST action to complete before leaving the office?
A.
Turn off the monitors and printers so they do not overheat
B.
Unplug the computers, but keep the hard drive transfer running
C.
Call the power company to turn off any power coming to the office
D.
Ensure the surge suppressors and devices are unplugged from the power sockets
Answer: D
Explanation:
QUESTION NO: 332
A technician creates a GPO, tests it in a test environment, and deploys it company-wide. After
deployment, the accounting department does not seem to be receiving the GPO. The technician
suspects another GPO that was specifically deployed to the accounting department is overriding
the newly deployed GPO. Which of the following command line tools should the technician use to
verify this suspicion in this situation?
A.
nbtstat
B.
gpresult
C.
nslookup
D.
gpupdate
E.
tasklist

Answer: B
Explanation:
QUESTION NO: 333
A customer has just experienced a blue screen and the PC will not boot. A technician is
dispatched to the customer’s site. Which of the following are the FIRST and LAST steps the
technician should take? (Choose two.)
A.
Test the theory to determine the cause
B.
Document the findings
C.
Establish a plan of action to resolve the problem and implement a solution
D.
Identify the problem
E.
Verify full system functionality and implement applicable preventive measures
F.
Answer: B,D
Explanation:
QUESTION NO: 334
A user purchases a new Android smartphone. After downloading an application from a third-party
app store, the user consults a technician about additional applications that have installed
automatically. Which of the following BEST explains what has happened?
A.
Unauthorized location tracking
B.

Unauthorized camera activation
C.
Unauthorized account access
D.
Unauthorized root access
Answer: D
Explanation:
QUESTION NO: 335
A user’s smartphone is getting a very weak signal from the service provider. One day the user
notices the phone has full bars and the signal strength has inexplicably increased. Which of the
following tools should be used to verify the user is connecting to a legitimate signal from the phone
service provider?
A.
WiFi analyzer
B.
Cell tower analyzer
C.
Spectrum analyzer
D.
Packet analyzer
Answer: B
Explanation:
QUESTION NO: 336
A technician is troubleshooting a PC that has been running slow. The technician looks at the
resource utilization and notices the user has many programs open. When attempting to open
another program, the technician receives a message indicating there are insufficient resources.
Which of the following should the technician do to troubleshoot the issue?

A.
Terminate the running processes
B.
Increase the page file size
C.
Renew the network connection
D.
Run chkdsk
Answer: A
Explanation:
QUESTION NO: 337
A company has a web application that is in the cloud on a multi-tenant server. The web application
is connected to a database that is also in the cloud.
Which of the following cloud computing concepts does this describe?
A.
IaaS
B.
PaaS
C.
SaaS
D.
DaaS
Answer: B
Explanation:
QUESTION NO: 338
A small office owner has asked a technician to ensure all users in the office have the ability to

access the wireless network but that the network is not accessible outside the building. Which of
the following should the technician recommend? (Choose two.)
A.
Change the static IP addresses
B.
Change the antenna placement
C.
Change the default SSID
D.
Change the radio power level
E.
Change the encryption type
F.
Change the content filtering settings
Answer: B,D
Explanation:
QUESTION NO: 339
A technician for an enterprise company is determining the best method to keep the organization’s
Windows PCs up to date with OS security patches. Which of the following options would be MOST
appropriate to deploy?
A.
Invest in a server solution to deploy virtual hosted desktops for all users
B.
Enable Windows updates to be installed manually by users
C.
Validate OS security patches in a test environment before pushing them to user machines
D.
Outsource OS security patch management to a third-party solution provider
Answer: C

Explanation:
QUESTION NO: 340
A user who is running Windows XP calls a technician to upgrade the computer to a newer
Windows OS. The user states the computer has only 1GB of RAM and 16GB of hard drive space
with a 1.7GHz processor. Which of the following Oss should the technician recommend to ensure
the BEST performance on this computer?
A.
Windows 7
B.
Windows 8
C.
Windows 8.1
D.
Windows 10
Answer: A
Explanation:
QUESTION NO: 341
A technician is troubleshooting an application install on a Linux PC and cannot install the

application. Which of the following would be the BEST tool for the technician to use to install the
application?
A.
pwd
B.
su
C.
sudo
D.

ls
E.
sfc
Answer: C
Explanation:
QUESTION NO: 342
The network administrator is investigating latency on a WiFi network. The administrator discovers
a number of unidentified devices connected and wishes to limit access to only authorized users.
Which of the following will BEST meet the requirement?
A.
B.
C.
D.
Limit the DHCP scope
Answer: B
Explanation:
QUESTION NO: 343
A user has changed the MAC address of a laptop to gain access to a network. This is an instance
of:
A.
spoofing
B.
brute force

C.
man-in-the-middle
D.
a botnet
Answer: A
Explanation:
QUESTION NO: 344
Which of the following is the MAIN reason that corporate policies protect access to PII?
A.
To protect proprietary company data
B.
To reduce the likelihood of identity theft
C.
To maintain the integrity of knowledge management systems
D.
To limit access to those who “need to know”
Answer: B
Explanation:
QUESTION NO: 345
A technician performs an in-place upgrade from Windows 7 to 8.1. After the upgrade is complete,
a user reports that a frequently used file will not open. Instead, the user is prompted to search the
Windows Store for an appropriate program to open the file. Which of the following should the
technician do FIRST?
A.
Install the most recent Windows updates
B.

Verify the USMT worked properly
C.
Reconfigure the default program for the file type
D.
Perform System Restore
E.
Reinstall the program that is usually used to open the file
Answer: A
Explanation:
QUESTION NO: 346
A technician is working on a computer when the PC suddenly experiences a blue screen and
restarts before the technician can note the error message. The computer boots up normally, and
the technician now wants to know which error message was displayed. Which of the following
should the technician use to help troubleshoot the issue?
A.
sfc
B.
msconfig
C.
regedit32
D.
eventvwr
E.
msinfo32
Answer: D
Explanation:
QUESTION NO: 347

An administrator needs to create a new folder on a Windows PC. Which of the following
commands should the administrator use?
A.
cd
B.
md
C.
sc
D.
ftp
E.
mkdir
Answer: E
Explanation:
QUESTION NO: 348
A home user reports the PC is running slow, and pop-up advertisements are appearing on screen.
The user can access the Internet and performs an antivirus scan. A technician is now
troubleshooting the problem and cannot update the antivirus to the latest definitions or navigate to
the vendor’s support website. Which of the following is the BEST next step to resolve this issue?
A.
Uninstall the antivirus program and apply operating system patches
B.
Utilize a different antivirus program and scan method
C.
Format and reinstall
D.
Reinstall the antivirus program from a shared executable
Answer: B
Explanation:

QUESTION NO: 349
Which of the following are examples of possession authentication? (Choose three.)
A.
Key fob
B.
RFID badge
C.
Passphrase
D.
PIN
E.
Passwords
F.
Smartphone
G.
Fingerprint reader
Answer: A,B,F
Explanation:
QUESTION NO: 350
A technician installs Windows 7 on a 4TB hard drive. Which of the following should the technician
choose when initializing the drive for the machine to access all the disk space?
A.
GPT
B.
FAT32
C.
MBR

D.
exFAT
Answer: B
Explanation:
QUESTION NO: 351
An employee installed a new application on a shared Windows 10 PC. The next day, it becomes
the employee who installed the application is the only one who has access to the application.
Which of the following types of user accounts does the employee MOST likely have?
A.
Administrator
B.
Guest
C.
Super user
D.
Standard user
E.
Limited user
Answer: A
Explanation:
QUESTION NO: 352
A technician has been tasked with remotely imaging a computer tab. The imaging process is
failing because there is no response from the computers over the network. Which of the following
should the technician perform to resolve the issue? (Choose two.)
A.
Configure remote desktop connection

B.
Configure BIOS to enable Wake-on-LAN
C.
Configure BIOS to enable SSH
D.
Configure automatic updates
E.
Configure startup applications
F.
Configure BIOS to enable PXE boot
Answer: A,B
Explanation:
QUESTION NO: 353
A technician is attempting to troubleshoot a Linux home folder issue, but does not remember
which directory is current. Which of the following tools should the technician use to find the current
directory?
A.
dir
B.
sudo
C.
cd
D.
pwd
Answer: D
Explanation:
QUESTION NO: 354

A technician needs to upgrade 20 PCs that have the same hardware specifications. The PCs must
be configured with identical settings tailored for the network. Which of the following provides the
BEST solution with the LEAST administrative effort?
A.
PC backup and multiboot setup
B.
PC backup and system image deployment
C.
PC backup and OS upgrade
D.
PC backup and clean install
Answer: B
Explanation:
QUESTION NO: 355
A client has requested a workspace environment configuration that will allow employees to work in
a virtual space for specific projects, but when working on other projects, allow them to work locally.
Which of the following is the BEST solution for this virtual configuration?
A.
Multiheaded client
B.
Thin client
C.
Zero client
D.
Thick client
Answer: A
Explanation:

QUESTION NO: 356
A technician was told that 50 new computers were delivered. The company’s standard Windows
image needs to be installed on all of them. Which of the following would be the MOST efficient
way to get the image on all 50 computers?
A.
Multiboot installation
B.
Repair installation
C.
D.
Clean installation
Answer: C
Explanation:
QUESTION NO: 357
A company wants to leverage a cloud infrastructure that allows it to keep confidential information
away from other companies outside its industry while allowing data to be shared with other
companies in the same field. Which of the following is the BEST option to accomplish this task?
A.
Public
B.
Hybrid
C.
Community
D.
Private
Answer: B
Explanation:

QUESTION NO: 358
A domain administrator has applied a Group Policy that restricts the installation of USB devices.
The technician has asked the domain administrator to exempt this policy for a computer that
needs to have a USB digital camera installed. Once the domain administrator has exempted the
computer from the policy, which of the following is the BEST command for the technician to run
locally on the computer so the digital camera can be installed without waiting?
A.
grupdate /?
B.
grupdate /bootings
C.
grupdate /force
D.
grupdate /logoff
E.
grupdate /sync
Answer: E
Explanation:
QUESTION NO: 359
A user reports that a cell phone application is loading slowly and not functioning properly. Which of
the following should a technician do FIRST to remedy this issue?
A.
Remove and reinstall the application
B.
Hard reset the cell phone
C.
Reconnect the wireless network connection
D.

Close all running applications
Answer: B
Explanation:
QUESTION NO: 360
A technician is troubleshooting a computer that has been infected with a virus. Upon rebooting, the
computer states that NTLDR is missing. The computer cannot boot into safe mode, and
reinstalling the OS is not an option. Which of the following is the BEST option to use to restore the
machine to a bootable state?
A.
Remove the CMOS battery
B.
Run Startup Repair
C.
Format the C drive
D.
Repair the MBR and then reboot
Answer: B
Explanation:
QUESTION NO: 361
A user reports the screen on a mobile device frequently dims even when the device settings are
not being changed. Which of the following is MOST likely the cause?
A.
Faulty backlight
B.
High contrast mode
C.

Auto-brightness
D.
Power saving mode
Answer: D
Explanation:
QUESTION NO: 362
To implement additional security on a small office wireless network, the administrator disables the
DHCP server on the wireless router. To ensure traffic from specific network interfaces is able to
traverse the router, which of the following should be used to limit traffic?
A.
DHCP reservations
B.
SSID broadcast deactivation
C.
MAC filtering
D.
Two-factor authentication
Answer: A
Explanation:
QUESTION NO: 363
A user reports personal files have been renamed and are undecipherable. Images have been to
the user’s folder that request payment to unlock the files. The technician has quarantined the
infected system and disabled System Restore. Which of the following should the technician do to
unlock the user’s files?
A.
Perform a clean installation of Windows

B.
Remove the malware and recover the files from a backup
C.
Initialize and repartition the hard drive to recover the files
D.
Run safe mode to decrypt the user’s files
Answer: B
Explanation:
QUESTION NO: 364
A user wants to connect a Windows notebook computer to an external desktop monitor, keyboard,
and mouse. However, each time the user closes the notebook lid, the computer shuts down
automatically. Which of the following options in the Power Settings menu should the technician
select to prevent the automatic shutdown?
A.
Do nothing
B.
Sleep
C.
Hibernate
D.
Shut down
Answer: A
Explanation:
QUESTION NO: 365
A client wants a technician to create a PC naming convention that will make the client’s PCs
easier to track and identify while in use. Which of the following naming convention formats should
the technician follow?

A.
Domain name, location, IP address
B.
Domain name, location, asset ID
C.
Asset ID, MAC address
D.
Location, RFID
Answer: C
Explanation:
QUESTION NO: 366
Users are reporting web browsers are not working. A technician confirms that the end users can
navigate to websites using the site’s IP address. Which of the following is MOST likely causing this
issue?
A.
Proxy server
B.
DHCP server
C.
DNS server
D.
SMTP server
Answer: C
Explanation:
QUESTION NO: 367
A help desk technician receives a call from a user stating a program was installed and now
random pop-ups are appearing on the computer. The technician notices a lot of suspicious

network traffic generated by the user’s computer. The technician quarantines the computer and
disables System Restore. Which of the following is the NEXT step technician should take?
A.
Update the anti-malware software
B.
Perform a malware scan in safe mode
C.
Set up scheduled scans and updates
D.
Educate the end user on best practices
Answer: B
Explanation:
QUESTION NO: 368
Joe, a user, calls the help desk from a coffee shop while on a business trip to report the WiFi
hotspot on his phone is extremely slow. The technician runs a speed test from a laptop connected
to the hotspot and gets 2000 Kbps. Ann, Joe’s coworker with whom he is travelling, also has a
hotspot on her phone, and the speed test result on that hotspot is 15 Mbps. The technician checks
the hotspot settings on Joe’s phone and sees the following:
Network name:Joe’s Hotspot
Security:WPA2/PSK
Password:hotspot
Band:2.4 GHz
Client DHCP start address:192.168.23.1
Which of the following is the MOST likely cause of the problem?
A.
Joe should be using WEP security on his hotspot for faster throughput
B.
Someone else is using Joe’s hotspot due to a weak password

C.
Joe’s hotspot gave him an invalid IP address
D.
Joe is likely in a poor signal area and should try another area
Answer: B
Explanation:
QUESTION NO: 369
A technician wants to deploy a solution that will detect and prevent sensitive information from
being saved on external storage. Which of the following should the technician implement?
A.
IPS
B.
FTPS
C.
TPM
D.
DLP
Answer: C
Explanation:
QUESTION NO: 370
A technician recently removed a malware infection from a client’s computer. After removing the
computer from the network, the technician used an approved customized tool to remove the
malware, then updated the antivirus suite, and performed a scan that reported the system was
clean. A week later, the client reports the same malware infection has returned. Which of the
following is MOST likely the cause of the reinfection?
A.
The technician did not disable the System Restore utility

B.
The technician ran the malware remover before the antivirus scan
C.
The technician did not install a second antivirus suite to complement the first suite
D.
The technician did not put the computer back onto the network
Answer: A
Explanation:
QUESTION NO: 371
When starting a computer, a technician notices the computer displays a blue screen and reboots
after POST. The technician completed several updates prior to encountering the blue screen.
Which of the following tools would the technician use to resolve this issue?
A.
Disk Management
B.
Secure Boot
C.
System Restore
D.
msconfig
E.
fixboot
Answer: C
Explanation:
QUESTION NO: 372
The office of admissions at a university has requested that all staff desktops be replaced with
laptops. The staff members frequently go off-site for recruitment purposes and handle sensitive

information. The technician is concerned about data leaks if a laptop is stolen. Which of the
following is the BEST practice to use in this scenario?
A.
Cable locks
B.
Biometric security
C.
Data encryption
D.
Login time restriction
E.
LoJack
Answer: C
Explanation:
QUESTION NO: 373
In Windows 8.1, \\E$ is an example of which of the following types of share?
A.
EFS
B.
Administrative
C.
Local
D.
NAS
Answer: B
Explanation:

QUESTION NO: 374
A home server rack is being installed in the computer room and is outfitted with a power
distribution block. Which of the following safety precautions is required?
A.
Cable management
B.
Electrostatic discharge mat
C.
Equipment grounding
D.
Uninterruptible power supply
Answer: C
Explanation:
QUESTION NO: 375
As part of a BYOD program, the organization requires BYOD users to register devices prior to
using them on the organization’s network. The registration process logs a unique identifier
assigned to every mobile phone produced. Which of the following must be collected during the
registration process?
A.
IMEI
B.
MIMO
C.
IMSI
D.
MAPI
Answer: A
Explanation:

QUESTION NO: 376
When working on a system, Joe, a technician, needs to prevent computer component failure by
following a few simple rules. Joe is handling internal components but is not using an ESD strap.
After opening the computer, which of the following should Joe do NEXT?
A.
Remove dust from the system
B.
Ground himself to the chassis
C.
Unplug the power cable
D.
Use an antistatic bag
Answer: B
Explanation:
QUESTION NO: 377
A user has reported that when a document is being edited a pop-up appears and locks the
workstation. The pop-up states that federal authorities have detected illegal copyrighted material
on the workstation. The technician removes the malware and creates a restore point. Which of the
following should the technician perform NEXT before closing the report?
A.
Contact the local computer emergency response team
B.
Quarantine the workstation for possible infections
C.
Train the user on safe Internet browsing
D.
Restore to an earlier state and disable System Restore

Answer: C
Explanation:
QUESTION NO: 378
A technician is configuring settings on a Windows PC and wants to temporarily disable the UAC
prompt. Which of the following Control Panel options would allow the technician to accomplish this
task?
A.
Windows Firewall
B.
User Accounts
C.
D.
Parental Controls
Answer: B
Explanation:
QUESTION NO: 379
A technician has a single computer that continually shuts down every evening for no apparent
reason and must be turned on each day. The technician has verified hibernate and sleep settings
do not exist on the computer and the computer power is not the problem. Which of the following
would the technician use to troubleshoot the root cause of the random shut downs? (Choose two.)
A.
System Restore
B.
Event Viewer
C.
Safe mode

D.
System file checker
E.
Logs
F.
MSConfig
Answer: B,E
Explanation:
QUESTION NO: 380
A technician wants to secure a company’s laptops by preventing the USB flash drive from being
used. Which of the following would be the BEST and FASTEST way for the technician to
accomplish this goal?
A.
Use intrusion prevention systems
B.
Disable physical ports
C.
Uninstall USB drivers
D.
Install HIDS
Answer: B
Explanation:
QUESTION NO: 381
A technician for a large accounting firm is in the process of delivering all assets for retired
equipment to a third-party vendor. The equipment contains printers, laptops, desktops, and hard
drives. Which of the following should the technician receive from the third-party vendor for audit
and compliance purposes?

A.
Sensitive and proprietary data
B.
Certificate of destruction
C.
Equipment security logs
D.
Incident reports
Answer: B
Explanation:
QUESTION NO: 382
After completing a fresh Windows 7 installation for a customer, a technician wants to ensure the
OS files are hidden and protected from accidental deletion or alteration. Which of the following
locations should the technician view to make this change?
A.
Control Panel – folder options
B.
Insert Windows disc – i386 folder
C.
Start menu – run - REGEDIT
D.
Right-click desktop - view
Answer: A
Explanation:
QUESTION NO: 383
A mobile device user is concerned about security. The user wants to use multifactor authentication
on the device. Which of the following would BEST accomplish this?

A.
Passcode lock and swipe lock
B.
Fingerprint lock and passcode lock
C.
Picture passcode and pin lock
D.
Face lock and fingerprint lock
Answer: B
Explanation:
QUESTION NO: 384
A SOHO user calls a technician and reports that after an on-site technician replaced all of the ink
cartridges in a printer, characters are not printing clearly. Which of the following is the BEST
course of action for the technician to take NEXT?
A.
Reinstall the printer drivers
B.
Train the user on how to calibrate the printer
C.
Suggest the user replace the ink cartridges
D.
D. Recommend replacing the printer
Answer: B
Explanation:
QUESTION NO: 385
When a user browses to a favorite website on a Windows laptop, a different website opens. A
technician installs an additional web browser, but it also opens to the same unfamiliar site. The

technician resets the web browser settings back to default, but the issue persists. Which of the
following troubleshooting steps should the technician complete NEXT?
A.
Change the browser’s home page
B.
Check the Windows host file
C.
Update the default web browser
D.
Restore Windows to a previous date
Answer: B
Explanation:
QUESTION NO: 386
A technician has received new computers to upgrade the marketing department on a large
company. The old computers are to be refreshed and donated as part of company policy. Data
contained on the drives needs to be inaccessible prior to donation. Which of the following methods
BEST achieves this goal?
A.
Single drive wipe
B.
Degaussing
C.
Low-level format
D.
Multipass overwrite
Answer: D
Explanation:

QUESTION NO: 387
A security administrator is developing workstation hardening standards. As part of the baseline,

the administrator recommends implementing controls to mitigate risks associated with dictionary
attacks. Which of the following would BEST meet the requirements of the administrator?
A.
Account lockout
B.
Login time restrictions
C.
Mobile tokenization
D.
Full-disk encryption
Answer: A
Explanation:
QUESTION NO: 388
Which of the following BEST describes kernel panic?
A.
An OS feature that provides an administrator with the ability to override the boot sequence if fault
detection has occurred
B.
An OS call that results from rootkit malware being detected and the system rebooting in safe mode
C.
A low-level OS function that handles any fatal errors by sending an image of the system’s memory
to disk
D.
A condition in the OS where low-level system calls are preempted by lower priority services,
resulting in an unstable operating environment
Answer: C
Explanation:

QUESTION NO: 389
A team needs to deploy a temporary server room at a site to provide support during construction.
Which of the following should they use at this site while setting up the server room?
A.
Air filters
B.
Privacy screens
C.
Vacuums
D.
ESD mats
Answer: A
Explanation:
QUESTION NO: 390
A technician needs to edit a protected .dll file but cannot find the file in the System32 directory.
Which of the following Control Panel utilities should the technician use?
A.
System
B.
Display
C.
Folder Options
D.
Indexing Options
Answer: C
Explanation:

QUESTION NO: 391
A technician is upgrading the memory on a laptop in the field. The technician has misplaced the
ESD strap. Which of the following should the technician do?
A.
Return to the shop and obtain a replacement strap
B.
Conduct the upgrade using ESD bags as mitts
C.
Employ effective self-grounding techniques
D.
Improvise an ESD strap with a length of copper wire
Answer: C
Explanation:
QUESTION NO: 392
Which of the following security features is ONLY available in the Windows 7 Enterprise?
A.
Windows Firewall
B.
FTP connectivity
C.
BitLocker
D.
SSL encryption
Answer: C
Explanation:

QUESTION NO: 393
A SOHO customer has recently experienced a major hurricane. The customer had no backups
and has lost all data and hardware associated with the company. The customer calls a contractor
to assist in the rebuilding process and needs suggestions on the best way to prevent this from
happening again. Which of the following recommendations should the contractor give to the
customer? (Choose two.)
A.
Backup testing
B.
Cloud storage
C.
Local storage backups
D.
Data recovery
E.
Hot site
F.
Waterproof devices
Answer: B,E
Explanation:
QUESTION NO: 394
Which of the following Windows Enterprise OS versions offers BitLocker as a feature that can be
enabled?
A.
Windows 7
B.
Windows 8
C.
Windows 8.1
D.
Windows 10
Answer: A
Explanation:
QUESTION NO: 395
A technician is running a Windows Update on a Windows 7 PC. The process usually takes a few
minutes before reporting if there are updates, but this time it has taken 30 minutes with no change.
Which of the following should the technician do?
A.
Use the Microsoft Windows Update Troubleshooter
B.
Delete all of the files and folders in the Software Distribution folder
C.
Reboot to safe mode and run Windows Update
D.
Run the System Update Readiness Tool
Answer: A
Explanation:
QUESTION NO: 396
A user who is running Windows XP calls a technician to upgrade the computer to a newer
Windows OS. The user states the computer has only 1GB of RAM and 16GB of hard drive space
with a 1.7GHz processor. Which of the following Oss should the technician recommend to ensure
the BEST performance on this computer?
A.
Windows 7
B.
Windows 8

C.
Windows 8.1
D.
Windows 10
Answer: A
Explanation:
QUESTION NO: 397
A technician arrives on site to find that two users who have the same model of smartphone are
having the same issue with a specific application. Whenever they attempt to launch the
application, it fails and gives an error message. Which of the following should the technician do
NEXT?
A.
Reinstall the application
B.
Roll back the application to the earlier version
C.
Clear the application cache
D.
Update the OS of the smartphones
Answer: D
Explanation:
QUESTION NO: 398
A technician must remove data from the human resources computers. The technician plans to
reuse the drives in the computers. Which of the following data destruction methods should the
technician perform to ensure the data is removed completely?
A.
Degaussing

B.
Standard format
C.
Overwrite
D.
Low-level format
Answer: D
Explanation:
QUESTION NO: 399
A technician is setting up a kiosk. The technician needs to ensure the kiosk is secure and users
will have access to only the application needed for customer interaction. The technician must also
ensure that whenever the computer is rebooted or powered on it logs in automatically without a
password. Which of the following account types would the technician MOST likely set up on this
kiosk machine?
A.
Guest
B.
Administrator
C.
Power User
D.
Remote Desktop User
Answer: D
Explanation:
QUESTION NO: 400
A technician wants to set up a virtual machine in a public cloud environment. Which of the
following cloud models should the technician use?

A.
IaaS
B.
SaaS
C.
PaaS
D.
DBaaS
Answer: A
Explanation:
QUESTION NO: 401
When synchronizing a cell phone to an Exchange Email Server, which of the following are MOST
likely to be synchronized? (Choose two.)
A.
Photos
B.
Passwords
C.
Bookmarks
D.
Notes
E.
Music
F.
Calendar
Answer: D,F
Explanation:

QUESTION NO: 402
Which of the following are only available in Windows Professional versions but not Windows
Standard versions? (Choose two.)
A.
Remote Desktop
B.
Join a domain
C.
Secure network connections
D.
Remote access capability
E.
Encryption file service
F.
Group Policy Editor
Answer: A,F
Explanation:
QUESTION NO: 403
A user needs to replace an open-source software package with a commercially licensed package.
The user has requested support to complete this task. Which of the following tools would BEST
assist with this task?
A.
Programs
B.
Regedit
C.
Task Manager
D.
MSConfig

Answer: A
Explanation:
QUESTION NO: 404
A domain user logs into a computer and notices there are no mapped network drives connected.
The network drives are managed by Group Policy. A technician is dispatched to troubleshoot.
Which of the following command-line tools should the technician use to troubleshoot the issue?
A.
gpresult
B.
nslookup
C.
net use
D.
tracert
Answer: A
Explanation:
QUESTION NO: 405
A systems administrator wants to take advantage of the benefits of the major cloud providers while
retaining some data and services in the local datacenter. Which of the following types of cloud
model should the administrator consider?
A.
Public
B.
Private
C.
Hybrid
D.

Community
Answer: C
Explanation:
QUESTION NO: 406
A technician notices a PC displays a missing DLL error message every time on start up. Which of
the following tools should the technician use to find out which application is responsible for the
error message?
A.
msinfo32.exe
B.
System Recovery Options
C.
Event Viewer
D.
Programs and Features
Answer: C
Explanation:
QUESTION NO: 407
Joe, a user, returns his computer to the technician who performed a virus removal on it the week
before. Joe states that several symptoms returned. Which of the following should the technician
have covered previously as part of the original repair?
A.
End-user education
B.
Pre-installation environment cleaning
C.

Disabling of System Restore
D.
Infected system quarantine
Answer: A
Explanation:
QUESTION NO: 408
A company has just experienced a data breach that affected all mobile devices. Which of the
following would BEST secure access to users’ mobile devices? (Choose two.)
A.
Full device encryption
B.
Remote backup application
C.
SSO authentication
D.
Device profiles update
E.
OS security updates
F.
Biometric authentication
Answer: E,F
Explanation:
QUESTION NO: 409
Which of the following is an appropriate way to demonstrate professionalism in the workplace?
A.
Share customer experiences on social media sites for others to learn from
B.
Follow up with the customer to determine if issues were fully resolved
C.
Speak in technical jargon to demonstrate knowledge of the subject
D.
Send text messages to clients when completing service tickets
Answer: B
Explanation:
QUESTION NO: 410
A user installed a rogue application on a company phone by mistake, causing the phone to
overheat. After uninstalling the application, a technician notices the phone CPU utilization is very
high and the battery drain is very rapid.
Which of the following is the BEST solution to resolve the issue?
A.
Reboot the phone
B.
Run System Updates
C.
Reset the factory default
D.
Run Application Updates
Answer: A
Explanation:
QUESTION NO: 411
A technician has replaced several corporate human resources computers and is asked to ensure
the information on the drives cannot be retrieved.

Which of the following destruction methods would BEST ensure this data is irretrievable?
A.
Overwriting
B.
Formatting
C.
Shredding
D.
Drive wiping
Answer: D
Explanation:
QUESTION NO: 412
NO: 412
A technician needs to disable System Restore prior to a virus cleaning. Which of the following
system settings has the System Restore options?
A.
MSINFO32
B.
Device Manager
C.
Control Plane
D.
Microsoft Management Console
Answer: C
Explanation:
QUESTION NO: 413

: 413
A user reports an issue with an Internet browser. The browser will not allow certain web pages to
be viewed and instead forwards the user to a site requesting personal information.
Which of the following tools would BEST prevent this from happening to other employees?
A.
Windows Firewall
B.
Trusted root certificate
C.
Antivirus software
D.
Proxy server
E.
Anti-malware software
Answer: B
Explanation:
QUESTION NO: 414
As part of a regulatory compliance review, an organization determines it must migrate public cloud
services, providing capabilities into the organizations datacenter.
Which of the following does the organization plan to implement?
A.
IaaS cloud
B.
Private cloud
C.
Community cloud
D.
Hybrid cloud
Answer: D
Explanation:
QUESTION NO: 415
A technician identifies a problem on a user’s PC. Which of the NEXT step the technician should
take when following the troubleshooting methodology?
A.
Establish a plan of action.
B.
Document the findings.
C.
Verify full system functionality
D.
Answer: D
Explanation:
QUESTION NO: 416
A user just installed a new SOHO wireless router. The user wants to deter casual attempts to
access the wireless network.
Which of the following configuration steps should considered FIRST?
A.
B.
Change WPA2 to WEP
C.
Disable the SSID broadcast
D.
Enable content filtering.
Answer: C
Explanation:
QUESTION NO: 417
A technician is configuring a SOHO network of several Windows 7 PCs for a customer. The
customer wants to easily share media and printers between all the PCs.
Which of the following Windows features would BEST accomplish this?
A.
Homegroup
B.
Workgroup
C.
Directory Services
D.
Offline Folders
Answer: A
Explanation:
QUESTION NO: 418
A technician receives an end user’s computer that displays erratic behavior upon startup. When
the technician starts the computer, performance is reduced. A window appears on the screen
stating a purchase must be made to disinfect the computer. The technician quarantines the
computer and disables System Restore.
Which of the following should the technician do NEXT?
A.
Roll back the NIC driver
B.
Update and install anti-malware software
C.
Configure and enable the email spam filters
D.
Verify the security certificate is valid
E.
Perform a full system backup
Answer: B
Explanation:
QUESTION NO: 419
An organization has implemented energy efficiency initiatives and wants to maintain the ability to
perform late-night system patching.
Which of the following will allow the systems to be energy efficient but continue to receive patches
during periods of no usage?
A.
PXE booting
B.
Proxy settings
C.
Hibernation
D.
Wake-on-LAN
Answer: D
Explanation:
QUESTION NO: 420

A local administrator wants to perform updates on a user’s Windows 8.1 workstation at regular
intervals. Between the hours of 5:00 p.m and 7:30 a.m, the workstation is unused and periodically
powered down.
Which of the following describes how the administrator would ensure updates are run without
disrupting the user?
A.
Install automatic updates during the hours the workstation is powered down.
B.
Select automatic maintenance and enable the computer to wake up at the scheduled time.
C.
Download automatic updates but allow the user to select the time of installation.
D.
Manually check for updates and let the user decide when to download and install them.
Answer: D
Explanation:
QUESTION NO: 421
A user reports that CAD drawings are taking an excessive amount of time to load and save. The
technician determines that while the files are large, they previously loaded and saved in much less
time. The files are located in C:\Users\Engineer\MyDocuments\CAD Files\. The user indicates
these drawings are updated frequently.
Which of the following tools should the technician use to help resolve this issue?
A.
Chkdsk
B.
ReadyBoost
C.
Defrag
D.
Disk Cleanup Utility

Answer: C
Explanation:
QUESTION NO: 422
A user who works with sensitive data has received a new computer. The user’s old computer is in
good condition, and the manager has asked IT to repurpose it for a different user. Which of the
following describes best practices for repurposing the computer within the company?
A.
Install a new drive in the computer and leave the original drive in place. Install the OS from the
factory disks and configure.
B.
Destroy the drive with a drill and purchase a new one. Restore the OS from the factory disks and
configure.
C.
Configure the user with a new profile on the machine with limited privileges, and hide the original
user profile.
D.
Perform a low-level format on the drive. Restore the OS from the factory disks and configure the
computer.
Answer: D
Explanation:
QUESTION NO: 423
A technician needs to load several new computers with the company’s customized OS
configuration. The technician asks if the systems can be PXE booted. To save the most time,
which of the following should be considered if the technician plans to use PXE to boot the
systems?
A.
Multiboot
B.
Repair installation
C.
Upgrade installation
D.
Image deployment
Answer: D
Explanation:
QUESTION NO: 424
Which of the following methods BEST ensure data will be inaccessible on a mobile device if it is
stolen? (Select two.)
A.
Remote wipe
B.
Antivirus requirement
C.
Full device encryption
D.
Remote backup
E.
Anti-malware requirement
Answer: A,C
Explanation:
QUESTION NO: 425
The administrator needs to install Windows 8 on a workstation at a remote location. Which of the
following will allow the administrator to accomplish the task with MINIMAL user intervention?
A.
Volume shadow services

B.
Remotely run gpupdate/force
C.
System recovery partition
D.
Answer: D
Explanation:
QUESTION NO: 426
Ann, a technician, operates a humanitarian relief business that often requires travel to harsh
environments with a number of computers and equipment. An upcoming relief will require her to
travel to a dry and dusty location.
Which of the following items should Ann plan to bring to protect her equipment from the elements?
(Select two.)
A.
Heating elements
B.
Compressed air cans
C.
Extra computer cases
D.
Spare cables
E.
Humidifier
F.
Oxygen tanks
Answer: B,E
Explanation:

QUESTION NO: 427
A technician is setting up a computer that will have a hypervisor installed. The technician checks
the specifications of the available computer.
Which of the following specifications are MOST important to consider? (Select two.)
A.
Size of HDD
B.
Speed of NIC
C.
Graphic resolution
D.
External storage
E.
Amount of RAM
F.
Second NIC installed
Answer: A,E
Explanation:
QUESTION NO: 428
Which of the following types of security threats is used to attempt to learn a user’s password?
A.
Spoofing
B.
Spear publishing
C.
Zero day
D.
Brute forcing

Answer: A
Explanation:
QUESTION NO: 429
By default, which of the following permissions will take precedence over any other assigned
permission on a mapped network drive?
A.
Deny
B.
Modify
C.
Share
D.
Allow
Answer: A
Explanation:
QUESTION NO: 430
Which of the following user groups had default administrative permissions in precious versions of
Windows, but now has no default user rights in Windows 7 and above?
A.
Power Users
B.
Performance Monitor Users
C.
Administrators
D.
Guests

E.
Users
Answer: E
Explanation:
QUESTION NO: 431
A user is receiving unwanted emails when attachments, many of which contain unwanted
solicitations. The user’s PC was recently infected with malware. A technician scans and cleans the
computer, and verifies the infection is no longer present. The technician also inspects the header
records of many of the email attachments and verifies they are from valid senders.
Which of the following actions should the technician recommend to the user?
A.
Change the user’s email account password and security questions
B.
Mark the emails as spam so the senders will be blocked.
C.
Ensure the option to scan emails is turned on in the antivirus software
D.
Create an alias to use for email attachments.
Answer: C
Explanation:
QUESTION NO: 432
An accountant calls the IT administrator for assistance with a suspicious empty folder named
“stuff”. The administrator determines the folder needs to be removed via the command-line
interface.
Which of the following Microsoft tools should be used to eliminate the folder from the accountant’s
PC?

A.
del stuff
B.
kill stuff
C.
clean stuff
D.
rd stuff
Answer: D
Explanation:
QUESTION NO: 433
A technician is installing new equipment in a server room and notices two data racks and a water
sprinkler.
Which of the following should the technician recommend as a best practice BEFORE installing
equipment?
A.
Remove the sprinkler head and install fire extinguishers in the server room.
B.
Add another sprinkler head above the other rack for maximum protection.
C.
Move the sprinkler head back to ensure it does not drip on the servers.
D.
Install a proper electronic fire suppression system in the server room.
Answer: A
Explanation:
QUESTION NO: 434

A technician is upgrading hard drives on several workstations, however, the office would like to
convert the old SATA drives into external drives for additional storage.
Which of the following would be the BEST method of ensuring the drives do not contain any PII
prior to reusing the drives?
A.
Quick format
B.
Low-level format
C.
Degauss the drive
D.
Convert to a new file system
Answer: B
Explanation:
QUESTION NO: 435
The IT department is implementing three-factor authentication for traveling users who connect to
the network via VPN.
Which of the following BEST addresses this request?
A.
PIN, username, and password
B.
PIN, token fob, and fingerprint scan
C.
PIN, fingerprint scan, and username
D.
Key fob, smart card, and password
Answer: A

Explanation:
QUESTION NO: 436
A user wants to ensure important documents are protected from accidental deletion, system
malfunctions, and malicious activity.
Which of the following features should the user implement?
A.
Run System File Checker
B.
Configure recurring backups
C.
Allocate space to System Restore
D.
Update antivirus software
Answer: C
Explanation:
QUESTION NO: 437
NO: 437
A technician installs new software on a customer’s Windows 8.1 computer and is getting a missing
DLL error. The technician verifies that the DLL file is located in the proper directory.
Which of the following tools could be used to resolve this issue?
A.
grub
B.
regsvr32

C.
defrag
D.
tracert
Answer: B
Explanation:
QUESTION NO: 438
A user took pictures of a vacation using a new Android smartphone. Family and friends inform the
user that some of the pictures have made the local news.
Which of the following cloud services does the user MOST likely need to change the remediate the
privacy concerns?
A.
iCloud
B.
Google Sync
C.
iTunes
D.
OneDrive
Answer: B
Explanation:
QUESTION NO: 439
Over the years, a user has been accidentally creating copies of folders in a personal drive and, as
a result, there are now hundreds of “copy of copy” folders dotted throughout the drive. Which of
the following Windows command line tolls might a technician use to obtain a complete list of all the
folders for use in a deletion script?

A.
dir
B.
ls
C.
rd
D.
del
Answer: B
Explanation:
QUESTION NO: 440
A technician is upgrading the OS of a home PC to Windows 7. The user wants to keep all the files
and applications and does not want to do a clean install. The current version installed on the PC is
Windows Vista 32-bit.
Which of the following Windows versions is applicable?
A.
Windows 7 Ultimate x64
B.
Windows 7 Professional x64
C.
Windows 7 Professional x86
D.
Windows 7 Enterprise x86
Answer: C
Explanation:
QUESTION NO: 441

A user wishes to install applications on a mobile phone via .apk files loaded on a MicroSD card,
rather than downloading them from the factory-installed app store.
This practice is referred to as:
A.
back-loading
B.
top-loading
C.
side-loading
D.
front-loading
Answer: C
Explanation:
QUESTION NO: 442
TION NO: 442
A security administrator is developing mobile device hardening standards to protect the

confidentiality of data. As part of the baseline, the administrator recommends implementing
controls to mitigate risks associated with physical theft.
Which of the following would BEST meet the administrator’s requirements?
A.
Two-factor authentication
B.
BIOS password
C.
Mobile tokenization
D.
Full-disk encryption
Answer: C
Explanation:
QUESTION NO: 443
A company located in a metropolitan area is surrounded by different public businesses (e.g. coffee
shops, library). The security team is concerned that unauthorized neighboring customers will
connect to the corporate WiFi, which could result in data breaches.
Which of the following is the BEST solution to reduce the security vulnerability with the least
administrative effort?
A.
Disabled SSID broadcast
B.
Encryption settings
C.
Enabled MAC filtering
D.
Content filtering
Answer: C
Explanation:
QUESTION NO: 444
Which of the following partition types would be used to create partitions GREATER than 2TB to
support the installation of the Windows OS?
A.
GPT
B.
MBR
C.
NTFS

D.
EFS
Answer: A
Explanation:
QUESTION NO: 445
A technician is implementing multifactor authentication for a high-security organization. Which of

the following physical security technologies should the technician propose for implementation?
(Select two.)
A.
Strong passwords
B.
Fingerprint reader
C.
Mantraps
D.
Smart cards
E.
Cable locks
F.
Privacy filters
Answer: B,D
Explanation:
QUESTION NO: 446
Which of the following software typos should a user install on a smartphone if the user does not
want communication to be readable when accessing the Internet through a hotspot?
A.

Bluetooth
B.
PGP
C.
VPN
D.
Firewall
Answer: C
Explanation:
QUESTION NO: 447
A smartphone user who has installed a new augmented reality mobile game reports extremely
short battery life on the device, even when the game is not being played.
Which of the following should a technician recommend?
A.
Restore the phone to factory settings.
B.
Turn on airplane mode to save battery.
C.
Close the game running in the background.
D.
Disconnect the phone form the WiFi network.
Answer: C
Explanation:
QUESTION NO: 448
A user brings a personal laptop to the help desk and states that a clicking sound occurs when the
laptop is turned on. After troubleshooting the issue, the technician concludes the hard drive needs
to be replaced. The help desk does not replace any hardware on personal devices.
Which of the following is the NEXT step the technician should follow?
A.
Dismiss the user’s issue and move to the next user
B.
Offer a different repair option to the user
C.
Replace the hard drive and inform the user
D.
Ask concise, close-ended questions
Answer: B
Explanation:
QUESTION NO: 449
An iOS phone can automatically back up data to which of the following?
A.
Desktop
B.
Thunderbolt
C.
MicroSD card
D.
Flash drive
Answer: D
Explanation:
QUESTION NO: 450

An electrical fire starts in a PC on a crowded sales floor of an office building. Which of the
following is the BEST way to extinguish the fire and keep all personnel safe?
A.
Use a large container failed with water
B.
Use a “C” labeled fire extinguisher
C.
Use an “A” labeled fire extinguisher
D.
Use a “B” labeled fire extinguisher.
E.
Use a halon fire suppression system.
Answer: B
Explanation:
QUESTION NO: 451
Joe, an employee, installs his own version of software on a company-issued laptop and uses the
software for corporate work. A technician is alerted to the change and uninstalls the application.
Which of the following explains the reason why the technician uninstalled the software?
A.
A commercial license is in use.
B.
An open source license is in use.
C.
An enterprise license is in use.
D.
A personal license is in use.
Answer: A
Explanation:

QUESTION NO: 452
A user cannot open an encrypted email on a smartphone and calls the help desk for assistance.
Which of the following should the technician help to user verify?
A.
Port 443 used for HTTPS
B.
L2TP use on VPN connection
C.
Correct WPA2 key used
D.
Proper S/MME installation
Answer: D
Explanation:
QUESTION NO: 453
A technician is troubleshooting a Windows machine that is unable to boot. Attempts to boot into
safe mode result in the system continuously rebooting.
To repair the computer without losing data, the technician should boot:
A.
using factory recovery partition
B.
using preinstallation environment
C.
with POST on verbose mode
D.
with BIOS default settings

Answer: A
Explanation:
QUESTION NO: 454
A user has reported that a lab of computes cannot access web-based applications. The technician
has verified the network switch is routing traffic correctly and that DHCP has provided each
desktop with a unique IP address. Each computer can authenticate to the domain controller and
connect to network shares.
Which of the following would MOST likely resolve the issue?
A.
Enable certificate services
B.
Disable the firewall
C.
Edit the gateway address
D.
Modify proxy settings
Answer: D
Explanation:
QUESTION NO: 455
After a new OS install, a computer continuously reboots. The OS installation was done using a
networked imaging solution. The technician has confirmed the image used was good and has
determined an improper boot sequence has been selected.
Which of the following is the MOST likely cause for boot looping?
A.
Two instances of OS are installed.
B.
Default is set to PXE.
C.
Default is set to floppy.
D.
Default is set to USB.
Answer: D
Explanation:
QUESTION NO: 456
Which of the following steps should a technician take to ensure an outside entity cannot introduce
malware to the firmware on the router?
A.
Change WPA2 encryption to TKIP and enable only 802.11ac on the router
B.
Change the password on the router’s administrator account
C.
Reset the router’s wireless passphrase and enable WPA2 encryption
D.
Change the router’s wireless security passphrase monthly
Answer: C
Explanation:
QUESTION NO: 457
ON NO: 457
A user’s PC became infected with a virus after the user attempted to open what appeared to be an
MP3 file.
Which of the following folder options MOST likely led to this issue?

A.
Always show icons, never thumbnails
B.
Always show menus
C.
Hide extensions for known file types
D.
Show hidden files
Answer: C
Explanation:
QUESTION NO: 458
A Linux system powers on but fails to complete the boot process. Which of the following should be
checked FIRST to correct the issue?
A.
sudo
B.
lilo/grub
C.
ifconfig
D.
ntldr
Answer: B
Explanation:
QUESTION NO: 459
When setting up new Windows PCs in a mixed-network environment with Mac OS.X, which of the
following file system types would enable users to read and write data to USB flash drives from
either OS without modifications?

A.
CDFS
B.
ext4
C.
exFAT
D.
ext3
Answer: C
Explanation:
QUESTION NO: 460
A user receives a call from someone who claims to be part of the IT department. The IT caller
instructs the user to provide the IP address of the user’s computer.
Which of the following actions should the user take NEXT?
A.
Assume a social engineering attack and disconnect
B.
Provide the caller with the information requested
C.
Contact the IT department for conformation
D.
Receive advice from a coworker on the situation
Answer: C
Explanation:
QUESTION NO: 461
Which of the following is MOST likely a server with an associated MX record?

A.
Print server
B.
Web server
C.
File server
D.
Mail server
Answer: D
Explanation:
QUESTION NO: 462
A user has reported sluggish performance to the help desk. A technician determines the user has
been installing applications for entertainment, and one of them might be slowing down the system.
Which of the following tools would help the technician track down the troublesome application(s)?
A.
msconfig
B.
regedit
C.
defrag
D.
gpupdate
Answer: D
Explanation:
QUESTION NO: 463
A user’s smartphone keeps connecting to WiFi connections. This is a security issue, and the user
wants to connect to known wireless networks only. The user does not want the phone to connect
to any wireless networks automatically, especially public open networks.
Which of the following should the user perform?
A.
Disable WiFi when it is not needed.
B.
Use the cellular network only for data.
C.
Disable the Bluetooth in phone settings.
D.
Adjust the settings to prompt for WiFi networks
E.
Put the phone in airplane mode
Answer: A
Explanation:
QUESTION NO: 464
A technician is dispatched to work on a computer that belonged to a recently terminated

employee. The technician determines the system is hosting illegal software.
Which of the following actions best describes the NEXT step the technician should take?
A.
Secure the computer to establish chain of custody
B.
Back up the computer data to an IT share
C.
Immediately notify the local authorities or corporate security
D.
Reimage the computer for future use
Answer: C
Explanation:
QUESTION NO: 465
A Chief Executive Officer (CEO) needs to back up a Macintosh desktop so all notes are
completely secured.
Which of the following applications should the CEO use to accomplish this?
A.
Spotlight
B.
Boot Camp
C.
Apple Configurator
D.
Time Machine
Answer: C
Explanation:
QUESTION NO: 466
A customer calls and reports that upon launching the Windows built-in calculator application, a
UAC dialog appears, requiring the customer to enter the password for administrative access.
Which of the following is MOST likely to be causing this?
A.
The system has a Trojan infection
B.
The parental controls have been enabled
C.
Ransomware is present on the system
D.
Only administrative can run the calculator application
Answer: D
Explanation:
QUESTION NO: 467
A technician has installed a server in s SOHO that is in a public area. The office manager wants to
ensure only authorized users can access the console. The technician explains that since it is in a
public area, administrators need to be sure to log off when finished. The office manager expresses
concerns that users will forget.
Which of the following can to be set to assure the server session is always locked when not in
use?
A.
Set a strong password policy
B.
Set a required BIOS boot-up password
C.
Set a screensaver required password
D.
Set up biometrics authentication
Answer: C
Explanation:
QUESTION NO: 468
A customer calls the help desk to report an intermittent dim display on a recently purchased laptop
that is used while travelling. The display appears to function properly while the customer is at
home, but the display appears dim while travelling.
Which of the following is the MOST likely cause of the dim display?

A.
The power cord has a short and does not provide power properly
B.
The ambient light in the customer’s home causes the display to appear brighter
C.
The display is defective and cannot maintain a consistent power level
D.
The laptop is set to dim the display while on internal power
Answer: D
Explanation:
QUESTION NO: 469
While connecting to a coffee shop WiFi, a pop-up asks to choose the type of network. The user
selects “Public network”. By default, which of the following will be restricted while using this
connection?
A.
Streaming video
B.
Sharing files
C.
Browsing websites
D.
Viewing images
Answer: B
Explanation:
QUESTION NO: 470
A technician is attempting to remove all data from a hard drive and make the data unrecoverable.

Which of the following is MOST likely to accomplish this?
A.
Format C: /q/x
B.
BitLocker
C.
Parted
D.
Disk repartition
E.
Low-level format
Answer: E
Explanation:
QUESTION NO: 471
A user needs assistance setting up auto-sync on a Windows 8 phone. Which of the following tools
is MOST appropriate for this scenario?
A.
Google Sync
B.
OneNote
C.
Dropbox
D.
Amazon Cloud Sync
Answer: A
Explanation:

QUESTION NO: 472
A user has been receiving reply emails from many contacts, but the content of the emails is not
familiar and the user did not send the original messages. The user calls the help desk for
assistance.
Which of the following is the BEST way the technician can fix this problem?
A.
Perform an antivirus scan
B.
Perform a refresh/restore
C.
Perform an IDS upgrade
D.
Perform a reinstall of the email client
Answer: A
Explanation:
QUESTION NO: 473
A Windows user reports that at system startup and when certain programs are launched, a
computer displays a message that says several .dll files are missing.
Which of the following should a technician do to attempt to restore the missing system files?
A.
Run the SFC utility
B.
Use msconfig
C.
Use Computer Management
D.
Run regsrv32

Answer: A
Explanation:
QUESTION NO: 474
A user asks a technician to make the icons and fonts larger on a recently issued laptop. Which of
the following is the BEST setting to adjust in the Display Control Panel to accomplish this?
A.
Refresh Rate
B.
ClearType Text
C.
Resolution
D.
Color Depth
Answer: C
Explanation:
QUESTION NO: 475
A user is experiencing a problem with print jobs getting stuck in the queue. The technician
attempts to stop the print jobs, but the printer is not responding via GUI from the workstation. The
printer was added via the company print server earlier in the day and is the only printer installed.
Which of the following command line tools should the technician use on the print server? (Select
two.)
A.
net stop server
B.
taskkill /s
C.

net stop spooler
D.
tasklist /s
E.
net start spooler
F.
net start server
Answer: C,E
Explanation:

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CompTIA 220-902

CompTIA A+ Certification Exam

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A technician is attempting to remove malware from a customer’s workstation. Which of the

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The folder must be available in Windows Explorer

The folder must be labeled as the E drive

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Topic 2, Other OpSysTech

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Which of the following Linux commands is used to edit a text file?

A technician is manually installing Windows on several computers in a mixed Windows/Apple

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Android is which of the following types of operating system?

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A network administrator is unable to install programs on a workstation. Which of the following is

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Which of the following prevention methods is considered to be digital security?

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A turnstile is an example of which of the following forms of physical security?

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Which of the following are digital security measures? (Select TWO.)

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An administrator is setting up multifactor authentication on company laptops. Which of the

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QUESTION NO: 100

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QUESTION NO: 101

QUESTION NO: 102