QUIZ Chapter 4

1. Which step in the troubleshooting process is important to help

avoid repeating repair processes that were performed
previously?
Select one:
implementation of the solution
preparation of a plan of action
identification of the problem
documentation of the problem and its solution

2. Which procedure is recommended when cleaning inside a

computer?
Select one:
Remove the CPU before cleaning.
Invert the can of compressed air while spraying.
Clean the hard drive heads with a cotton swab.
Hold the CPU fan to prevent it from spinning and blow it
with compressed air.

3. What is a symptom of a failing power supply?

Select one:
The power cord will not attach properly to either the power
supply or wall outlet or both.
The computer sometimes does not turn on.
The computer displays a POST error code.
The display has only a blinking cursor.
4. A customer reports that recently several files cannot be
accessed. The service technician decides to check the hard
disk status and the file system structure. The technician asks
the customer if a backup has been performed on the disk and
the customer replies that the backup was done a week ago to
a different logical partition on the disk. What should the
technician do before performing diagnostic procedures on the
disk?
Select one:
Install a new hard disk as the primary disk, then make the
current disk a slave.
Perform file restore from the existing backup copy at the
logical partition.
Run the CHKDSK utility.
Back up the user data to a removable drive.

5. What are two effects of not having a preventive maintenance

plan for users and organizations? (Choose two.)
Select one or more:
increased downtime
increased documentation needs
increased management tasks
increased number of regular updates
increased repair costs
6. Which task should be performed on a hard drive as part of a
preventive maintenance plan?
Select one:
Ensure cables are firmly connected.
Ensure the disk spins freely.
Clean the read and write heads with a cotton swab.
Blow out the inside of the drive with compressed air to
remove dust.

7. An employee mentions that opening a large document file is

taking longer than usual. The desktop support technician
suspects that there might be a fault in the hard disk. What
should the technician do next?
Select one:

Perform the disk cleanup procedure.

Replace the hard disk with a new one to pinpoint the exact
problem.
Contact a data recovery company for service.
Back up the user data from the workstation
 8. What task should be completed before escalating a problem
to a higher-level technician?
Select one:
Document each test that was tried.
Redo each test to ensure the accuracy of the results.
Ask the customer to open a new support request.
Replace all hardware components with components that are
known to work.

9. Which task should be part of a hardware maintenance

routine?
Select one:
Adjust the monitor for optimum resolution.
Check for and secure any loose cables.
Remove dust from inside the hard drive.
Review security updates.
Update virus definition files.

10. Which cleaning tool should be used to remove dust from

components inside a computer case?
Select one:
compressed air
cotton swabs
duster
damp cloth
11. A user has opened a ticket that indicates that the computer
clock keeps losing the correct time. What is the most likely
cause of the problem?
Select one:
The CMOS battery is loose or failing.
The motherboard clocking crystal is damaged.
The CPU needs to be overclocked.
The operating system needs to be patched.

12. A scientific expedition team is using laptops for their work.

The temperatures where the scientists are working range from
-13 degrees Fahrenheit (-25 degree Celsius) to 80 degrees
Fahrenheit (27 degrees Celsius). The humidity level is around
40 percent. Noise levels are low, but the terrain is rough and
winds can reach 45 miles per hour (72 kilometers per hour).
When needed, the scientists stop walking and enter the data
using the laptop. Which condition is most likely to adversely
affect a laptop that is used in this environment?
Select one:
the temperature
the humidity
the wind
the rough terrain
13. After a problem is identified, what is the next step for the
troubleshooter?
Select one:
Verify the solution.
Establish a theory of probable causes.
Implement a solution.
Document the findings.
Determine the exact cause.

14. What is the most important reason for a company to ensure

that computer preventive maintenance is done?
Select one:
Preventive maintenance allows the IT department to
regularly monitor the contents of user hard drives to
ensure computer use policies are being followed.
Preventive maintenance provides an opportunity for junior
technicians to obtain more experience in a non-threatening
or problem environment.
Preventive maintenance enables the IT manager to check on
the location and state of the computer assets.
Preventive maintenance helps to protect the computer
equipment against future problems.