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To use file permissions and EFS, you need to use the NTFS file system. You can convert the system hard disk to NTFS during installation. You can convert any hard disk from FAT or FAT32 to NTFS after installing Windows XP by using the Convert utility.

You should not convert the hard disk to FAT32. FAT32 does not support permissions or EFS.

You should not reformat the hard disk as FAT32. FAT32 does not support permissions or EFS. Also, reformatting the hard disk will cause all data stored on it to be lost.

You should not format the hard disk as NTFS. Formatting the hard disk will cause all data on it to be lost. A hard disk can be converted from FAT or FAT32 to NTFS, but not the other way around.

You are upgrading a user's computer from Windows 98 to Windows XP Professional.

The computer currently has a hard disk partition formatted as FAT. The main reason for the upgrade is to allow users to secure files on that hard disk using permissions and encrypting file system (EFS).

What should you do?

Reformat the hard disk as NTFS.

Reformat the hard disk as FAT32.

Convert the hard disk to NTFS.

Convert the hard disk to FAT32.

You should install a Peltier cooler. Extremely hot environments require additional cooling. A Peltier cooling device gets colder when it receives voltage. Therefore, it can cool the processor regardless of the ambient air temperature. Another thing to check is to make sure that you properly installed the processor's fan.

A heat sink will probably not solve the problem. A heat sink is a convection device. In order for it to cool a Central Processing Unit (CPU), the air temperature must be cooler than the inside of the computer.

Replacing the processor will not resolve the problem. The problem is not caused by a defective processor. It is caused by insufficient cooling.

You should not leave the case open for extra ventilation. The ambient air temperature outside the case is very hot. Also, leaving the case open will cause a build up of dust inside the computer case, which will make the problem worse.

You are replacing a motherboard on a computer that is used in a factory. The air temperature on the factory floor is typically between 90 and 105 degrees F. You install the motherboard and boot the computer.

After several hours you receive a call that errors are occurring. You discover the processor is overheating.

What should you do?

Leave the case open for extra ventilation.

Install a Peltier cooler.

Replace the processor with a different one.

Install a heat sink.

When a laser printer prints pages with vertical white lines, it usually means that the toner cartridge is clogged so toner is not being distributed evenly. The first thing to try is to shake the toner cartridge to try to remove the clog. If that does not work, replace the toner cartridge.

The problem is probably not caused by a dirty photosensitive drum. A dirty or scratched photosensitive drum can cause a mark on the paper that repeats at regular intervals. A dirty drum will not normally cause white vertical lines.

You should not replace the fuser assembly. A problem with the fuser assembly would generally result in smudges or blotches on the page. It is not the first thing to check when diagnosing white lines on the page.

The problem is most likely not related to the printer driver. The printer driver is responsible for translating application and operating system commands to a language the printer can understand. Vertical white lines are caused by an ink distribution problem, not a translation problem

You are diagnosing a problem with a laser printer. When the laser printer prints, each page has white vertical lines running down it.

What should you try first?

Clean the photosensitive drum.

Reinstall the printer driver.

Replace the fuser assembly.

Shake the toner cartridge.

You should use ~ as the filename to locate any temporary files left behind by Microsoft Word or other applications that use a ~ as the first character of a temporary file. The is a wildcard character that means zero or more characters. So ~* would locate all files that begin with ~.

You should not search on ~.*. Doing so would return only the files named ~ with any file extension. For example, it would find ~.doc and ~.exe, but not ~myfile.doc.

You should not search on *.doc. Doing so would return all files ending in .doc, the extension commonly associated with Microsoft Word documents. Therefore, it would return all Microsoft Word documents, not just the temporary files.

You should not search on ~.doc. Doing so would return only a file specifically named ~.doc if there was one within the search path.

You want to search for all temporary files that were left behind by Microsoft Word.

What filename should you specify in the Search dialog?

~.*

~.doc

*.doc

~*

A mechanical mouse uses a ball that activates rollers when it is moved across a smooth surface. Both the ball and the rollers can gather dust and other debris from the environment. One of the symptoms of a dirty mouse is that the mouse pointer seems temporarily stuck or moves sporadically.

You do not need to change the battery. A mechanical mouse does not have a battery.

When a mechanical mouse moves erratically, the problem is due to a dirty ball and rollers. Installing a new driver will not correct that problem.

The mouse is not corrected to the wrong port. If the mouse were connected to the keyboard port, it would cause other symptoms, such as random characters appearing on the screen or the computer would beep at startup to indicate that a keyboard was not attached to the keyboard port. It would not function as a mouse, even erratically.

A user reports that his mechanical mouse is moving sporadically. You attempt to clean the ball, but the mouse still behaves erratically.

What should you try next?

Verify that the mouse is connected to the correct port.

Clean the rollers using rubbing alcohol and a cotton swab.

Install a new driver.

Change the battery.

You should not let the person follow you in. Instead, tell him to go to the security administrator (or whoever at the company issues access cards) to obtain a temporary access card. A server room should be kept secure. You should never let another employee follow you in without swiping his own access card, even if you know the person, but especially if you don't. As an additional precaution, after you get inside the server room, you should notify the security administrator that someone attempted to enter without an access key.

You should not obtain the person's full name and manager's name and then let the person follow you in if you know the manager. The person might know a manager's name from organizational charts or the person might have worked at the company previously and been terminated. You cannot trust anyone in the server room who does not have the necessary access card to enter.

You should not let the person follow you in but insist that he leave the server room when you do. Even if you try to keep an eye on the person's actions, it is very likely that he could do something malicious without you knowing. For instance, he might put a disk that contains a virus in a server.

You should not obtain the person's name, let him follow you in, and then call the security administrator later. If the person is an attacker, he will probably give a fake name. Also, by the time you notify the security administrator, the damage will have been done.

You are entering the server room to perform preventive maintenance on one of the computers. You use your access card to open the door. Another person follows behind you, explaining that he left his access card at home.

What should you do?

Obtain the person's full name and manager's name. If you know the manager, let the person follow you in.

Let the person follow you in, but insist that he leave the server room when you do. Keep your eye on his actions.

Obtain the person's full name before you let him follow you in. After you get to a phone, call the security administrator.

Do not let the person follow you in. Tell him to go to the security administrator to obtain a temporary access card.

You should explain to the customer that you would like to help solve the problem, and then ask him to calm down and tell you about the problem. The best way to solve the problem is to obtain the customer's trust. To do that, you should politely ask him to tell you about the problem he is having.

You should not tell the customer that you were the one who took the original call and that you do not appreciate his rudeness. Doing so is likely to cause the situation to degrade into name calling or arguing. The customer does not know that you were the one who took the call, so there is no use telling him.

You should not explain to the customer that if he was not so rude, maybe you would be able to solve the problem. It is your job to be polite to the customer even if the customer is rude. Telling the customer he is rude is likely to cause an argument.

You should not ignore the customer and start working on the computer. It is important that you try to get the customer to tell you the problem so that you can accurately diagnose and resolve it

You visit a customer's site to perform a service call. As soon as you get there, the customer starts to complain about the person who answered the phone when he called. You know that you took the original call and that the customer had been rude.

What should you do?

Ignore the customer and start working on the computer.

Explain to the customer that you would like to help solve the problem. Ask him to calm down and tell you about the problem.

Explain to the customer that if he was not so rude, maybe you would be able to solve the problem.

Tell the customer that you were the one who took the original call and that you do not appreciate his rudeness.

You should ask the user relevant questions until you are clear about the nature of the problem. By asking the right questions, you can help the user provide you with the information you need to understand the problem and begin troubleshooting.

You should not ask the user to repeat the problem again and listen more closely. Simply asking the user to repeat the problem is unlikely to provide the additional information you need to understand the problem. Also, it will make the user think you were not listening the first time.

You should not tell the user you have no idea what he is talking about, but you will be right over so he can show you what is going on. You should not demean a user. Instead, you should guide the user to give you the information you need. If you do need to see the problem occurring, you should tell the user that instead of putting the blame for the miscommunication on the user.

You should not tell the user to reboot. Asking the user to reboot without understanding the problem is not a good approach. A reboot might even make the problem worse

You are talking to a user on the phone. The user is explaining his problem, but you are not sure what he means.

What should you do?

Tell the user you have no idea what he is talking about, but you will be right over so he can show you what is going on.

Ask questions until you are clear about the nature of the problem.

Ask the user to repeat the problem again. Listen more closely.

Tell the user to reboot the computer and call back if the problem is still happening.

You should make a backup of the hard disk, replace the hard disk and restore the backup. It is your job to fix the technical problem, regardless of the files on the user's computer.

You should not make two backup copies and send one to the user's manager. It is not your job to police what users store on their hard drives, unless the files are infected with a virus or otherwise harmful to the computer or the company network.

You should not burn the music files onto a CD for your own use. Doing so is a violation of copyright laws.

You should not back up all files except the music files. You should respect the user's property and restore the data exactly as it was.

You receive a computer for service. You determine that you need to replace the hard disk. While examining the hard disk, you find a folder with a large number of music files.

What should you do?

Make a backup of the hard disk. Replace the hard disk and restore the backup.

Make a backup of the hard disk. Burn a copy of the music files you like onto a CD. Replace the hard disk and restore the backup.

Make two backups of the hard disk. Use one to restore the computer after you have replaced the hard disk. Send the other to the user's manager.

Make a backup of all the files on the hard disk except the music files. Replace the hard disk and restore from backup.

Roberta can attach each of the SCSI devices together by cable in any sequence, as long as she remembers to put a terminator on both ends of the bus. The other choices will not work because of the lack of proper bus termination.

SCSI buses (a chain of SCSI devices) must always be terminated on both ends, just like many kinds of network cable. Devices can be terminated in one of three ways:

* With a terminator block on the free end of the cable that was not designed for other connectors to plug into.

* With a terminator block plugged into the first unit on the chain. This block has two connections: one for the cable and one to plug into the device.

* With a self-terminating connector built into a device. Many devices can be set to terminate without the use of an external block

Roberta's supervisor has asked her to daisy-chain five SCSI devices to her computer.

Which method can she use to accomplish this?

Attach each of the devices together by SCSI cable in a required sequence.

Attach each of the devices together by SCSI cable, in any sequence, with termination on the SCSI controller.

Attach each of the devices together by SCSI cable, in any sequence, with one end of the SCSI bus terminated.

Attach each of the devices together by SCSI cable, in any sequence, with both ends of the SCSI bus terminated.

Mary can read files in the folder, but cannot modify or delete them. Mary obtains the Read permission through her membership in the Accounting group. However, her membership in the Temps group revokes the Write permission that would otherwise be granted through her membership in Accounting. When a resource is accessed through a share, both the NTFS permissions and the share permissions are checked and the most restrictive set of permissions is used. In this case, the most restrictive permissions are the NTFS permissions.

Mary cannot modify files in the share because a Deny overrides any Allow and the Temp group is denied Write permission.

Mary cannot delete files in the share. The Modify permission grants the ability to read, create, and modify files. However, users can only delete their own files. Also, Mary is denied Write access so she cannot make changes to the contents of the folder.

Mary can read files in the share. This permission is assigned as part of the Modify permission.

Mary belongs to the Accounting group and the Temps group. The AP folder, which is located on a computer running Windows XP, has the following permissions:

Accounting - Allow Modify
Temps - Deny Write

The AP folder is shared and the share has the Everyone - Full Control permission.

What access to the folder does Mary have when accessing it through the network share?

Mary can read and modify files in the folder.

Mary can read files in the folder.

Mary can read, modify, and delete files in the folder.

Mary cannot access any files in the folder.

Automatic Private IP Addressing (APIPA) is a feature of Windows 98/2000/XP that permits DHCP clients to automatically self-configure an IP address and subnet mask when their DHCP server cannot be found. When Windows is booting, if it cannot find a DHCP Server, APIPA configures an IP address for the computer automatically. This address is in the range 169.254.0.1 to 169.254.255.254 with a subnet mask of 255.255.0.0. The client uses this address until the DHCP server becomes available.

Domain Name Service (DNS) is used to resolve a fully qualified domain name to an IP address. When one computer needs to establish a communication session with another, the sending computer queries a DNS server for the IP address of the destination host. The DNS server responds with the IP address, which is used by the source computer to establish the connection. It does not assign IP addresses to clients.

Windows Internet Name Service (WINS) resolves NetBIOS names to IP addresses in a Windows network. It does not assign IP addresses to clients.

IPCONFIG is a utility used by Windows 2000 to view current IP configuration information. It does not assign IP addresses to clients.

Which feature of Windows XP permits Dynamic Host Configuration Protocol (DHCP) clients to automatically self-configure an IP address and subnet mask when their DHCP server cannot be found?

APIPA

IPCONFIG

DNS

WINS

The best way to guard against a social engineering attack is to never give out your password, even to an administrator. The caller might not be a database administrator or might be a database administrator who is planning to do something malicious. You should also notify your manager or a security administrator that someone is calling asking for passwords.

You should not give out your password. You should also never send your password in an e-mail. E-mail is usually sent as clear text, so even if the database administrator wants the information for a legitimate reason, passing it in clear text over the network leaves it vulnerable to interception.

Encrypting your password and sending it to the caller will not expose your password because only you will be able to open the file. However, this is not the best solution. Also, the solution does not include notifying a manager of the attempted social engineering call.

You should not ask for the caller's name and extension and call him back to give him your username and password. Even if the caller is a database administrator, he might be planning to do something malicious. Never give out your password to another person

You receive a phone call from the database administrator asking for your Windows username and password so that he can create a database login for you.

What should you do?

Get the caller's e-mail address. Type your username and password in a document and encrypt the document. Send it to the caller's e-mail address.

Explain that you cannot give out that information. Ask for the caller's name and extension and then notify your manager.

Ask for the caller's name and extension and call him back to give him your username and password.

Get the caller's e-mail address and then e-mail your username and password.

Disk Cleanup can be configured to delete temporary Internet files, downloaded ActiveX controls and Java applets, and other temporary files. It can also empty the Recycle Bin and compress files that have not been accessed recently. These actions can help recover disk space.

Disk Cleanup does not delete files in My Documents that have not been accessed recently. In fact, you would not want it to. Many users store files for long periods of time without accessing them. If these files were deleted, users would lose data.

Disk Cleanup does not defragment user documents. To defragment files, use Disk Defragmenter.

Disk Cleanup does not compress and defragment the paging file. The paging file is a temporary file that is created when Windows starts up. Creating a paging file on its own partition will help prevent fragmentation. You would not want to compress the paging file because it is used for virtual memory access and compressing it would decrease performance

What optimization tasks are performed by Disk Cleanup in Windows XP Professional? (Select TWO.)

Defragmenting user documents

Compressing old files

Deleting temporary Internet files

Compressing and defragmenting the paging file

Deleting files in My Documents that have not been accessed recently

An IP address consists of four eight-digit binary numbers called octets, separated by periods, for a total of 32 bits. The IP address identifies the network and the host in a network uniquely on the Internet. Each decimal number in an IP address is typically a number in the range 1 through 254. The subnet mask determines which portion is the network number and which portion is the host. If a subnet mask contains 255 in a position, the corresponding part of the address is the network number.

Any octet with a number greater than 255 is invalid because 8 bits can only represent a maximum of 255.

255.255.255.0 and 255.255.0.0 are subnet masks, not IP addresses

Which IP address is valid?

192.168.0.256

192.168.0.254

255.255.255.0

255.255.0.0

The primary danger in cleaning a fuser assembly is heat. A fuser assembly operates by applying heat to the page, so it becomes very hot. Therefore, you should turn off the printer and let it cool down before cleaning the fuser assembly.

The fuser assembly is located in the printer, not in the computer. It is not necessary to shut down or unplug the computer before cleaning the fuser assembly.

Although you will probably want to unplug the printer cable before cleaning the fuser assembly for convenience, it is not required. A printer is hot swappable, so you do not need to shut down the computer before unplugging the printer cable.

You do not need to attach an Electrostatic Discharge (ESD) strap to the printer casing before cleaning the fuser assembly. The fuser assembly does not include components that would be damaged by ESD.

What should you do before cleaning a fuser assembly?

Shut down the computer and unplug the printer cable.

Shut down and unplug the computer.

Turn off the printer and let it cool down.

Attach an ESD strap to the printer's casing.

You should do the work you have to do and leave the personal folder alone. It is your job to fix the user's problem, not to police the types of files he or she stores. You should never look at files that are outside the scope of your task.

You should not open the personal folder to verify that it does not contain files that violate any company policies. It is not your job to police the contents of users' hard disks.

You should not copy the personal folder to a CD-ROM to store in case some issue arises later. You should never make copies of users' files unless it is within the scope of a task you need to perform, such as backing up a user's computer.

You should not inform the user's manager that the user is storing personal files on his or her computer. It is not your job to police the types of files stored by users.

You are working on a user's laptop computer. You notice that there is a folder named personal.

What should you do?

Open the personal folder to verify that it does not contain files that violate any company policies.

Copy the personal folder to a CD-ROM to store in case some issue arises later.

Inform the user's manager that the user is storing personal files on his or her computer.

Do the work you have to do and leave the personal folder alone

You should listen patiently and then look for ways you might improve the perceived performance. It is important that the customer believe you want to solve her problem. Also, there are probably some things you can do to help the perceived performance, such as disabling unnecessary services, defragmenting the hard disk, or changing the virtual memory settings.

You should not tell the customer that the only way to improve performance is to buy a faster computer unless you determine that is the case after you have tried other options.

You should not minimize her problem by telling her that the performance is not that bad, given her processor's speed. You should never make a customer feel unimportant by minimizing her problem.

You should not recommend more RAM or a faster processor until you have investigated the cause of the performance problem and determined the best solution

You are working at a customer's site. The customer explains the performance problem she has been having and demonstrates it. You feel that she is exaggerating the problem.

What should you do?

Tell her that the only way she is going to get better performance is to buy a faster computer.

Listen patiently and then look for ways you might improve the perceived performance.

Tell her that the performance is not really that bad, given her processor's speed.

Recommend that she add more RAM or upgrade to a faster processor.

You should let the voice mail pick up the call and return the customer's phone call after you finish your current service call. When you are on a service call, your attention should be devoted to solving the current customer's problem. You should not allow distractions, such as phone calls from other customers, to interfere with you performing the job at hand.

You should not answer the call to find out how urgent the customer's problem is while working on the current customer's problem. You should definitely not excuse yourself to go to visit the other customer because each customer should feel important. If you leave the customer's site without solving the problem, the customer will feel that you do not care enough about his problems and may take his business somewhere else.

You should not attempt to solve one customer's problem over the phone while at another customer's location. You should give each customer's problem dedicated attention.

You should not step out of the room to answer the call. You should finish solving the current customer's problem and then call the other customer back. This is especially true if the customer is paying hourly for your time.

You are at a customer's site. You receive a phone call on your cell phone from another customer.

What should you do?

Let the voice mail pick up the call and return the customer's phone call after you finish your current service call.

Step out of the room and answer the call.

Answer the call and try to resolve the problem over the phone.

Answer the call and find out how urgent the customer's problem is. If the problem is urgent, tell the current customer that you have an urgent problem at another customer's site and will return later.

The best thing to do is to perform the task yourself and then have the customer perform the task. By performing the task yourself, you ensure that the problem has been solved. Next, you should have the customer perform the task so that the customer is satisfied that the problem has been solved.

You should not just tell the customer that the problem is solved. You should always verify that a problem has been solved, not just assume. Also, the customer needs to be satisfied that the problem has been solved.

You should not just perform the task yourself and then tell the customer the problem is fixed. You should also have the customer perform the task so that the customer is satisfied. If you leave before the customer has performed the task, the customer might attempt to perform it after you leave and do it wrong. If the task cannot be completed, the customer will assume you did not solve the problem.

You should not have the customer perform the task before you have verified that the problem is solved.

You are working on a problem at a customer's site. The customer has been having trouble performing a task in an application. You make some configuration changes.

What should you do next?

Perform the task yourself and then tell the customer the problem has been fixed.

Tell the customer that the problem is solved.

Tell the customer the problem is solved and then have the customer perform the task.

Perform the task yourself and then have the customer perform the task.

Windows XP Professional supports Automatic Updates to allow users to keep their systems up to date with service packs and security updates. You can enable Automatic Updates through the System Control Panel utility.

Each user has a Startup folder located at C:\Documents and Settings\user_name\Start Menu\Programs\Startup. This folder contains shortcuts to programs that run when a specific user logs on. However, adding a shortcut to the Windows Update Web site Uniform Resource Locator (URL) to the user's Startup folder will not cause updates to be applied each time the user starts the computer.

Shortcuts to programs that should start when any user logs on should be added to the C:\Documents and Settings\All Users\Start Menu\Programs\Startup folder. However, adding a shortcut to the Windows Update Web site's URL to the All Users Startup folder will not cause updates to be applied each time the user starts the computer.

You should not create a batch file that checks the Windows Update Web page and add the batch file to Scheduled Tasks. However, you can configure Automatic Updates to run on a schedule by using the System Control Panel utility.

You are installing Windows XP Professional on a user's computer. You want to ensure that the user receives all security updates in a timely manner. The user's computer is connected to the Internet.

What should you do?

Use the System Control Panel utility to enable Automatic Updates.

Add a shortcut to the URL to the Windows Update Web page to the All Users Startup folder.

Add a shortcut to the URL to the Windows Update Web page to the user's Startup folder.

Create a batch file that checks the Windows Update Web page and add it to Scheduled Tasks

NSLOOKUP is a TCP/IP utility that allows a user to perform a manual Domain Name System (DNS) query of any DNS database. You would use this to verify that DNS name resolution is functioning properly.

WINIPCFG is a graphical utility found in Windows 9x that allows you to get information about your IP configuration. It also allows you to release a Dynamic Host Configuration Protocol (DHCP) lease and request a new one.

IPCONFIG does the same thing as WINIPCFG, but for Windows NT/2000/XP. IPCONFIG can only be run from the command line.

TRACERT is a utility that allows you to trace the path information takes to get from one machine to another as it moves from network to network

Which TCP/IP utility allows a user to perform a manual DNS query of any DNS database?

TRACERT

NSLOOKUP

WINIPCFG

IPCONFIG

The fuser assembly is the part of the laser printer that performs the final step in creating a printed page. Prior to this point, the toner is attracted to the page because of a difference in electrical charges. However, the toner is not permanently attached. The fuser assembly heats the toner and the paper, melting the plastic in the toner. The roller in the fuser assembly then presses the toner onto the page, making the print job permanent (fusing the image to the paper).

The transfer corona (or transfer roller) is used to apply a positive charge to the paper so that the paper attracts the negatively charged toner.

The photosensitive drum is used to create the image that will be printed. It is first given a strong uniform negative charge (between -800 and -1200V). Next, the image is "written" to the drum using the laser beam, which changes the charge of the dots that should be written to a low negative charge (between -200 and -400V). The toner, which is given a higher negative charge than the dots (around -600V) are attracted to the areas where the dots are drawn, thus forming the image on the drum.

A print head is used on impact printers, such as dot-matrix printers and on inkjet printers. A laser printer does not have a print head

Which component of a laser printer is responsible for attaching the toner to the paper and making the print job permanent?

Transfer corona

Print head

Photosensitive drum

Fuser assembly

You should verify that the power supply is connected to the motherboard. You know that the power supply is receiving power from the outlet because the fan is running. However, it might not be supplying power to the motherboard. Therefore, you should verify that it is properly connected to the motherboard. It is also possible that the power supply is faulty.

There is no need to use a multimeter to check the voltage at the outlet. You know the outlet is supplying power because the fan is working.

There is no need to replace the power cable. You know the power cable is transmitting current because the fan is working.

Power supplies do not require drivers. They are the first thing to start up and supply power to the other devices in the computer.

Objective:
List all questions for this objective

You are troubleshooting a computer that will not boot. The power supply fan works, but the computer will not start.

What should you try?

Use a multimeter to check the voltage at the outlet.

Verify that correct driver for the power supply is installed.

Verify that the power supply is connected to the motherboard.

Replace the power cable.

You should recommend that your customer purchase a Class C fire extinguisher. A Class C fire extinguisher that contains carbon dioxide (CO2) is best for use with electrical equipment. Class C fire extinguishers that contain dry chemicals such as sodium bicarbonate or monoammonium phosphate can be used on computer equipment but are corrosive and can cause damage to the electrical components if not cleaned up immediately.

You should not recommend a Class A fire extinguisher. A Class A fire extinguisher uses water and is recommended for use with ordinary fires, such as those burning paper or wood.

You should not recommend a Class B fire extinguisher. A Class B fire extinguisher is used for fires caused by oil, gasoline, or grease.

You should not recommend a Class D fire extinguisher. A Class D fire extinguisher is used for extinguishing fires involving combustible metals

What type of fire extinguisher should you recommend your customer purchase to protect the server room?

Class B

Class A

Class C

Class D

Termination notices are confidential. You should finish your job without looking at them.

You should not wait for the Human Resources manager to leave the room and then thumb through the termination notices. You should always respect the confidentiality of the users you support.

You should not jokingly ask her if there is a termination notice for you in the stack. Terminations are serious business and should not be made the subject of a joke.

You should not remind her that the IT department needs to be told of terminations so that they can disable user accounts. The Human Resources manager knows the procedure for handling terminations. It is likely that she will be insulted if you remind her and embarrassed that you saw the stack of confidential papers

You are installing software for the Human Resources manager. While waiting for the software to install, you notice a stack of termination notices on her desk.

What should you do?

Jokingly ask her if there is a termination notice for you in the stack.

Wait for her to leave the room and then thumb through the termination notices.

Remind her that the IT department needs to be told of terminations so that they can disable user accounts.

Finish your job without looking at the termination notices

The most likely problem is that the device needs to be recalibrated. Temperature changes and humidity can cause the PDA screen to shrink or expand resulting in the need to recalibrate the device.

You should not replace the stylus. The stylus is a pointing device and is most likely not the cause of the problem.

You should not replace the screen before attempting recalibration. If recalibration does not work, you might need to replace the screen.

You should not replace the battery. If the battery is dead, the device will not power on. The problem the user is having is that the operating system is unable to calculate screen coordinates correctly. Therefore, the problem is either with the screen's sensitivity or with its calibration.

Objective:
List all questions for this objective

A user reports that she can turn on her PDA, but cannot select any information on the screen. She used the device outside on a hot, humid afternoon, but the problem occurred when she returned to her air-conditioned office.

What should you try first?

Replace the screen.

Replace the battery.

Recalibrate the device.

Replace the stylus.

Only specially trained personnel should open a Cathode Ray Tube (CRT) monitor. A CRT monitor carries a strong electrical current that is not discharged when the monitor is unplugged. Only technicians who have been specially trained to work on CRT monitors should open the casing of one.

Although installing a power supply requires knowledge of how to connect the power supply to the components, doing so does not carry the risk of electrical shock as long as the computer is unplugged. However, you should never open the casing of a power supply because some components inside retain current strong enough to cause injury or death.

A laptop battery can be safely replaced by a user. The battery is made to be easily removable without the risk of electrical shock.

Cleaning the paper dust from a laser printer can be performed by a technician without special training. The best way to remove paper dust is with a can of compressed air

Which action should not be performed except by specially trained personnel due to the risk of electrical shock?

Opening a CRT monitor

Installing a new power supply in a desktop computer

Replacing a laptop battery

Cleaning the paper dust from a laser printer

You should ask the customer to calm down, apologize that the problem is occurring again, and schedule another visit. By approaching the problem in this way, you can try to regain the customer's trust and avoid an argument.

You should not tell the customer that the problem was fixed when you left and that if you have to come back out, you will charge him again. Bringing up money at this point is a bad idea. The customer is already angry. Besides, you do not know why the problem is occurring again. Perhaps you overlooked something. The best thing to do is to regain the customer's trust. After the problem is fixed, if you discover that it was due to a customer's actions, you can address charging for the service call.

You should not tell the customer to call back when he is calm, and then hang up the phone. Doing so will only enrage the customer further.

You should not ask the customer what he did to cause the problem to occur again. You should not blame the customer for causing the problem. You do not know where blame lies until you have more information. Also, blaming a customer for a problem is likely to result in an argument, and you should never argue with a customer.

You resolve a problem for a customer. The customer calls you later to say that the problem is not fixed. The customer is upset and swearing at you.

What should you do?

Ask the customer what he did to cause the problem to occur again.

Ask the customer to calm down. Apologize that the problem is occurring again and schedule another visit.

Tell the customer to call back when he is calm, and then hang up the phone.

Tell the customer that the problem was fixed when you left and that if you have to come back out, you will charge him again.

A monitor generates a lot of heat. Therefore, you should ensure that there is enough ventilation around the monitor.

The high-pitched whine generally indicates that the monitor is dirty on its interior. You can clean the inside of a monitor by using a computer vacuum along its vents.

You should not clean a monitor by spraying any liquid on it. Doing so could cause the liquid to get inside the monitor and damage it.

You should not open a Cathode Ray Tube (CRT) monitor. Doing so can cause electrical shock or even death unless you are specially trained to work on CRT monitors.

Verifying that the monitor's power cable is secure will not resolve the problem. A loose power cable would prevent the monitor from functioning. It would not cause a high-pitched whine. The sporadic problems are caused by heat, so a loose cable is unlikely to be the cause of the problem.

A user reports that her CRT display experiences sporadic problems, especially on hot days. It also has a high-pitched whine. What should you do? (Select TWO.)

Ensure that there is sufficient airflow around the monitor.

Open the monitor's case and verify that the cooling fan is functioning.

Verify that the monitor's power cable is secure.

Instruct the user to clean the monitor by spraying window cleaner on it and using a soft cloth.

Instruct the user to use a computer vacuum to clean the dust from the monitor's vents

The CD command is used to change the directory that has focus when working at a command prompt. The CD\ command changes the current focus to the root directory.

The CD.. command is used to navigate up to the parent directory.

The C: command is used to change the input focus to the C: drive, not to move the focus to the root directory on the same drive.

Typing C:\ will cause an error

You are writing a batch file. The current focus is the C:\Windows\System directory. What command do you use to change the current focus to the root of the drive C:\?

C:

C:\

CD\

CD..

A brute force attack (also called a dictionary attack) is one in which an attacker uses software that tries password combinations until the correct password is found. You can enable logging of failed login attempts to provide yourself with a warning that an attacker is attempting a brute force attack. A large number of failed login attempts indicate that such an attack is underway.

Requiring strong passwords can help prevent a brute force attack from succeeding, but it does not inform you that one is being attempted.

Installing a firewall between the company network and the Internet can help limit access to the company network from the outside, but it cannot give warning of an attempted brute force attack.

Enabling Windows Firewall on each user's computer can help prevent certain types of packets from being accepted by a user's computer and can help prevent various types of attacks. However, it cannot provide you with warning of an attempted brute force attack

How can you configure a system to provide a warning of an attempted brute force attack?

Install a firewall between the company network and the Internet.

Require strong passwords.

Enable logging of failed login attempts.

Enable Windows Firewall on each user's computer.

Dual Inline Memory Modules (DIMMs) differ from the older Single Inline Memory Modules (SIMMs) in a variety of ways. DIMM connectors have different sized sections, separated by two notches on the bottom edge, so you can line them up correctly in the socket. Once you match the sections correctly, you push the DIMM straight down into the socket. When the DIMM is correctly seated, swivel locks on either end snap into place.

SIMMs have a cut-away portion on one edge so you can line them up properly. You insert them at an angle and then raise them into place.

Older 486 and Pentium I systems required SIMMs to be installed in pairs

Which statement about installing DIMMs is true?

You insert the DIMM at a 35-degree angle and raise it into place.

DIMMs have a cut-away portion on one end to help you line them up properly.

You push the DIMM straight down into the socket.

You must install DIMMs in matching pairs.

When you install Service Pack 2 on a computer running Windows XP, the Windows Security Center is installed. The Windows Security Center allows you to enable or disable Windows Firewall, Automatic Updates, and if an antivirus program is installed, virus protection.

When you install Service Pack 2, Windows Firewall is enabled by default. Windows Firewall is a packet filtering firewall that allows you to block certain types of network communication, such as unsolicited traffic on port 80.

Service Pack 2 does not install antivirus protection. However, a number of antivirus packages are available. You should choose one and install it on all computers.

Service Pack 2 does not install anti-spyware protection by default. However, a number of anti-spyware programs are available. You should choose one and install it on all computers that access the Internet.

Service Pack 2 does not enable Encrypting File System (EFS) by default. EFS is used to encrypt files stored on an NTFS partition. You can selectively enable EFS on specific folders and files

What security enhancements are provided by installing Service Pack 2 on a computer running Windows XP Professional? (Select TWO.)

EFS is enabled by default.

Antivirus protection is installed.

Anti-Spyware protection is installed.

Windows Security Center is installed.

Windows Firewall is enabled by default

The best performance when connecting a scanner to a computer is provided by IEEE 1394b (FireWire). FireWire 1394b provides transfer rates of more than 800 Mbps. FireWire 1394a provides transfer rates up to 400 Mbps.

USB 2.0 provides good transfer rates (up to 480 Mbps for high speed USB 2.0). However, it is not as fast as FireWire.

Scanners are typically not connected through a serial interface. A serial interface provides the slowest transfer rate.

Although you can connect a scanner using a parallel connector (IEEE 1284), doing so will result in a lower transfer rate than either USB 2.0 or IEEE 1394b.

Which port will give you the best performance when connecting a scanner to a computer?

USB 2.0

IEEE 1394b

IEEE 1284

Serial

If you add a second hard disk drive to an IDE cable and do not adjust the jumpers, the BIOS may be unable to detect either drive. If both drives are set as Master or both set as slave, neither will be detected. Since the original drive worked until you added the second drive, both being set as Master is the most likely cause of the problem. If you are using an 80-conductor cable for a UDMA/66 or faster interface, both drives can be set for Cable Select.

If the IDE cable were defective, the original drive would not have worked before the addition of the new drive unless you damaged the cable during the installation.

Not connecting the power cable to the new drive would not affect the old drive. Neither would adding a defective second drive.

You have just installed a second hard disk drive into a system by adding it as the second drive on the existing IDE cable. When you restart and enter the BIOS configuration program, it can detect neither drive, even though you can hear that both drives are spinning.

What is the most likely cause of the problem?

You need to set one drive as the slave and the other as the master.

The IDE cable is defective

The new drive is defective.

You did not connect the power cable to the new drive

The primary disadvantage to using a recycled toner cartridge is decreased print quality. This is due to the fact that the ink used in a recycled cartridge might not be able to support as high a print quality as a new cartridge because the particles might not be as small.

Using a recycled toner cartridge does not affect printing speed.

A recycled toner cartridge is typically less expensive than a new toner cartridge.

A laser printer does not have a print head. The ink is transferred to the paper using a differential in electrical charge between the photosensitive drum and the paper

What is the primary disadvantage of using a recycled toner cartridge?

Increased expense

Misaligned print head

Decreased print quality

Decreased printing speed

Damp paper can cause paper jams, fuzzy print, poor output quality, and multiple page feed. Paper jams can occur due to damp paper because the paper needs to slide smoothly through the paper handling elements. Damp pages may also stick together, allowing more than one sheet to go through the printer (multiple page feed). This will cause blank pages to appear between printed pages. Fuzzy and poor quality output will occur because the water in the paper will interfere with the transfer of the toner.

A dirty developer unit or a partially empty toner cartridge can cause white lines.

Loose toner on the printed page is the result of the fuser not heating to the proper temperature.

When the photoreceptor drum wears, it holds less of a charge and attracts less toner, which in turn causes lighter (gray) print.

What symptoms could result from using damp paper in a laser printer? (Select FOUR.)

Gray print

Poor quality output

Unfused toner on the printed page

Fuzzy print

Paper jams

Multiple page feed

White streaks through the text

You should plug in the cable and then test to verify that the user can connect to the network. There is no need to say anything about the cable being unplugged to the user. Also, you should always test to ensure that the steps you take solve the problem.

You should not hold up the cable and say, "I told you to check the network cable." You should always treat users with politeness and not cast blame.

You should not hold up the cable and say, "Do you think this might be the problem?" You should always treat users with respect. You should not make sarcastic remarks about a user's problem or its solution.

You should not plug in the cable and ask the user to sign the technical support ticket. You should never assume that the problem is solved without testing to ensure that it is.

user reports that she cannot connect to the network. You ask her to verify that the network cable is plugged into the back of her computer. She says it is, but when you arrive at her cubicle, you find that the network cable is unplugged.

What should you do?

Hold up the cable and say, "I told you to check the network cable."

Hold up the cable and say, "Do you think this might be the problem?"

Plug in the cable and ask the user to sign the technical support ticket.

Plug in the cable and test to verify that the user can connect to the network

FTP can be initiated from a DOS, Windows 9x, or Windows NT/2000/XP command prompt provided that a connection to a network or the Internet is established first. To begin an FTP session, you first type FTP from the command line to get an FTP> prompt. To establish a connection with an FTP server at 135.61.85.1, from the FTP> prompt, type the following:

OPEN 135.61.85.1

The LOGIN command is the response the server will send when you try to connect to it. At the LOGIN: prompt, you would enter your user name or ID.

The GET command is used after you have logged on and want to copy a file from the remote computer to your computer.

After you are at the FTP> prompt, you would not use the FTP command again

You need to start an FTP session with an FTP server beginning at the command line.

You enter the FTP command at the command prompt and see the following prompt:

FTP>

Which command can you use to establish a connection to a server at IP address 135.61.85.1?

FTP 135.61.85.1

OPEN 135.61.85.1

LOGIN: 135.61.85.1

GET 135.61.85.1

You should repair the computer and then suggest to your manager that it might be time to provide a security refresher course for employees. If the payroll administrator is working without a password, it is likely that other users might be doing the same. There is no need to tell your manager who has been working without a password, only that you suspect that some employees might not be using secure password practices.

You should not open the payroll application and look up the salaries you are curious about. Payroll data is confidential and you should respect data confidentiality, even if the data is available to you.

You should not log on as the payroll administrator and set a password. You should ensure that the payroll administrator and all other employees understand safe computing practices. However, if you set the password, you will know the payroll administrator's password. A password should only be known by its owner.

You should not tell your manager that the payroll administrator has been logging on without a password. There is no need to make the payroll administrator look bad. If one employee has been working without a password, it is likely others have as well.

You receive the payroll administrator's computer for service. You notice that the payroll administrator's user account is not password protected.

What should you do?

Repair the computer. Log on as the payroll administrator and set a password. When you return the computer, tell the payroll administrator the password.

Repair the computer. Tell your manager that the payroll administrator has been logging on without a password.

Repair the computer. Suggest to your manager that it might be time to provide a security refresher course for employees.

Repair the computer. Log on as the payroll administrator. Open the payroll application and look up the salaries you are curious about.

An 802.11b network is a wireless network that transmits data over radio waves. Therefore, it is subject to radio frequency (RF) interference from sources such as 2.4 GHz cordless phones, Bluetooth devices, and microwave ovens.

Radio waves do not depend on line of sight. Therefore, walls that block the line of sight will not be a problem. However, some walls might contain material that prevents radio transmission.

Bright lights do not interfere with radio waves.

Humidity does not interfere with radio waves

Which of the following environmental conditions can disrupt network transmission on an 802.11b network?

Humidity

RF interference

Bright lights

Walls that block line of sight

The best way to manage permissions is by creating groups, granting permissions to those groups, and then adding user accounts to the groups as required. In this case, the members of the Marketing department who are not managers require a different set of permissions than those who are managers. Therefore, you should create two groups: Marketing and MktgManagers. You can then grant the Marketing group Modify permission to the Brochures folder, which will allow users to add, read, and modify files in the folder. You can grant the MktgManagers group Full Control, which allows the MktgManagers to be able to delete files and subfolders and to change permissions on the folder. If you do not want MktgManagers to be able to change permissions, you could assign them the Delete Subfolders and Files permission discretely. Because managers belong to both groups, they would have the accumulated permissions: Modify and Delete Subfolders and Files. Finally, because the default permissions grant the Everyone group the Full Control permission, you will need to remove the Everyone group from the permissions list.

You should avoid assigning permissions to individual user accounts. Doing so will make the permissions list more difficult to maintain. Consider the situation where a file server has several shares used by members of the Marketing department. If you use groups to assign permissions, when a new user joins the Marketing department, you only need to add that user to the Marketing group instead of assigning permissions to individual folders.

You should not deny the Everyone group Full Control to the Brochures folder. All users who have been authenticated belong to the Everyone group. Because Deny takes precedence over Allow, by denying the Everyone group Full Control, you prevent all users from accessing the folder.

You should not add the users in the Marketing department to the Power Users group. Doing so will not grant them any permissions on the folder. You should not add the managers to the Administrators group. Doing so will give them unnecessary permissions on the file server. You should never grant more permissions than necessary.

You are configuring permissions for a file server. The file server is a member of an Active Directory domain. It is running Windows Server 2003.

You need to ensure that all users in the Marketing department can add files to and modify files in the shared Brochures folder. Only Managers in the Marketing department should be able to delete files from the Brochures folder. Managers should also be able to change permissions on the folder if necessary. Only members of the Marketing department should have permission to access files in the Brochures folder.

How should you configure file system permissions?

Grant the user account for each member of the Marketing department the Modify permission.
Grant the user account for each member of the Marketing department who is a manager the Delete permission.

Create a group named Marketing and add all user accounts in the marketing department to that group. Grant the group Modify permission to the Brochures folder.
Create a group named MktgManagers and add all managers in the marketing department to that group. Grant the group Full Control permission to the Brochures folder.
Deny Everyone the group Full Control permission to the Brochures folder.

Add the users in the marketing department to the Power Users group.
Add the managers in the marketing department to the Administrators group.
Remove the Everyone group from the permissions list.

Create a group named Marketing and add all user accounts in the marketing department to that group. Grant the group Modify permission to the Brochures folder.
Create a group named MktgManagers and add all managers in the marketing department to that group. Grant the group Full Control permission to the Brochures folder.
Remove the Everyone group from the permissions list

Some laptops that have built-in wireless antennas include a button that turns wireless support off and on. You should first verify that the user has not accidentally pressed that button. Sometimes you need to enable the wireless connection through software, such as through the Network Control Panel utility or Device Manager.

The user's TCP/IP settings are not the cause of the problem. The computer cannot locate any wireless networks. This is a physical issue, not an IP addressing issue.

You do not need to disable the Ethernet adapter. A laptop can support both an Ethernet adapter and a wireless antenna at the same time.

You do not need to verify that there is line of sight between the laptop and the wireless access point. The 802.11b and 802.11g protocols are radio-frequency protocols and do not depend on line of sight

A user's laptop has a built-in wireless antenna. The user cannot connect to the wireless access point. When the user attempts to view wireless networks, none are listed. Other computers can connect to the wireless access point.

What should you try?

Verify that the user's TCP/IP settings are configured for automatic addressing.

Verify that there is line of sight between the laptop and the wireless access point.

Disable the Ethernet adapter.

Verify that the wireless antenna is turned on.

You should enable Wired Equivalent Privacy (WEP). Doing so will cause the traffic sent over the wireless network to be encrypted using 40-bit encryption by default. Some access points and wireless network adapters also support 128-bit encryption, so you should use it if it is available. It is also more secure to use dynamic WEP keys if they are supported.

You should also disable broadcast Service Set Identifier (SSID). The SSID is used to publish the availability of the wireless network, sort of like a network name. If you disable broadcast SSID, only clients that are configured with the SSID will be able to find wireless network and connect. This will help prevent non-employees from connecting to the network.

Enabling Encrypting File System (EFS) will not cause data to be encrypted on the network. EFS is used to encrypt files where they are stored, not to encrypt network traffic.

Disabling Media Access Control (MAC) filtering will not resolve the problem. You might or might not want to use MAC filtering. MAC filtering can be used to increase the security of the network by only allowing certain network adapters to connect. However, it is more difficult to manage. Wireless Access Points (WAPs) have MAC filtering disabled by default.

You should not use ad hoc mode. Ad hoc mode is used for peer-to-peer wireless networking. When a WAP connects to a wired network, you need to configure the wireless clients for infrastructure mode. By configuring them for infrastructure mode only, you can prevent them from connecting to ad hoc wireless networks.

Your company has a wireless network that connects to a wired network. Your boss is concerned about data being intercepted as it is sent over the wireless network. He wants to ensure that only employees can use the wireless network.

What steps should you take? (Select TWO.)

Enable EFS.

Disable MAC address filtering.

Enable WEP.

Disable broadcast SSID.

Use ad hoc mode.

You should explain the dangers of spyware to the customer. It is important that a customer understand safe computing practices to keep from being victimized by spyware and other malicious programs.

You should also install an anti-spyware program on the user's computer to prevent spyware from being downloaded. In addition, you should scan the computer for spyware, while having the user watch to train the user how to remove spyware and how to use the program to prevent spyware from being downloaded.

You should not ask the customer what Web sites he has visited. The Web sites a customer visits is none of your business.

You should not reformat the hard drive and reinstall Windows. An anti-spyware program should be sufficient to clean the system. If problems still persist and you do need to reinstall Windows, make sure you back up all data and user settings first.

Deleting temporary Internet files will not resolve the problem. Spyware must be cleaned off a computer using an anti-spyware application.

You arrive at a customer's site to troubleshoot a performance problem. When you investigate, you find that the computer is loaded with spyware.

What should you do? (Select TWO.)

Delete the customer's temporary Internet files.

Reformat the hard disk and reinstall Windows.

Install an anti-spyware program on the computer.

Ask the customer what Web sites he has visited to pick up all that spyware.

Explain the dangers of spyware to the customer

You should step back so you cannot overhear the call and wait for the user to finish the phone call before going in. Phone conversations are private exchanges and you should respect the user's privacy.

You should not go in and begin working on the problem. Doing so will disrupt the user. Also, a phone conversation is private, so you should stay out of the room until it is finished.

You should not attempt to overhear the conversation. You should respect the privacy of the user.

You should not take care of another user and go back later in the day. Most phone conversations are short, so you can wait outside of hearing distance.

You visit a senior manager's office to solve a problem. When you get there, the user is on the phone. You overhear a coworker's name. The door is open.

What should you do?

Take care of another user and go back later in the day.

Step back so you cannot overhear the call and wait for the user to finish the phone call before going in.

Go in and begin working on the problem.

Stand just outside the door to see if you can overhear what the call is about

When a laptop is configured to use shared video memory, a portion of main memory is used by the video adapter. If graphic-intensive applications are used, you should subtract the amount of shared video memory from the amount of main memory to determine how much Random Access Memory (RAM) is available for applications and the operating system to use. In this case, that is 1024-64 = 960 MB.

You will not have 1024 MB of RAM available because 64 MB of memory will be used by the video adapter. You would have 1024 MB of RAM available if the laptop had dedicated video memory.

You do not need to subtract the video memory from each memory chip. You add the total amount of RAM and subtract the amount of shared video memory to obtain the total available memory.

You do not add the amount of shared memory to the total available.

You add 512 MB of RAM to a laptop computer that already has 512 MB of RAM. The laptop computer is configured for 64 MB of shared video memory. The user runs graphic intensive applications.

How much memory is available for the operating system and applications?

1024 MB

896 MB

960 MB

1088 MB

The best protection is provided by a continuous Uninterruptible Power Supply (UPS). A continuous UPS uses provides conditioned power from the battery, which is in turn charged by the power source. If there is a blackout or a brownout, the devices attached to the UPS will continue to function until the battery charge is used up.

A standby power supply provides protection against blackouts and brownouts. However, there is some switching time involved, so it is not as reliable for sensitive devices that might experience a sag during the switch over.

A surge protector does not provide protection against blackouts or brownouts.

A power strip is used to connect multiple devices to the same power source. A standard power strip does not provide protection against power problems, such as surges, spikes, brownouts, or blackouts

A server performs mission-critical processing. You need to ensure that it is protected against power spikes, surges, and brownouts.

What should you use?

Continuous UPS

Power strip

Standby power supply

Surge protector

Simple Mail Transfer Protocol (SMTP) and Post Office Protocol (POP) are both part of the TCP/IP suite of protocols and are used for e-mail. SMTP, which uses Port 25, is typically used for e-mail transfers between mail servers. You use it to send mail. POP, which uses Port 110, is used for transferring e-mail from a mail server to an e-mail client. You use it to receive mail.

The FTP (File Transfer Protocol) utility program allows the bi-directional transfer of files between two networked hosts. Both hosts must be using TCP/IP, and the source host (the file server) must be running the FTP server daemon application.

Point-to-Point Protocol (PPP) is a communication protocol used in dial-up connections.

SNMP (Simple Network Management Protocol) is used for collecting information about devices on a network

Which two protocols are used for sending and receiving e-mail? (Select TWO.)

POP

FTP

SMTP

SNMP

PPP

When running a dual-drive configuration, you must designate one hard drive as master, and the other as slave. There are two ways to do this: set the jumper to Slave, or connect the hard drive using the Slave connector portion of a Cable Select cable.

Cable Select is a newer way to designate a hard drive as master or slave. A special IDE cable is used to connect the hard drives to the motherboard. There are two connectors on the cable: one for Master, and another for Slave. The Slave connection will not transmit data through pin 28, so only the master hard drive receives the signals sent across pin 28.

There is no Slave port on a motherboard.

The BIOS Setup will determine which one is the master by how the jumpers or Cable Select is set. You cannot designate a hard drive as master or slave through the BIOS Setup.

How can you designate an EIDE hard drive as a slave? (Select TWO.)

Connect the hard drive to the motherboard using the Slave connector portion of a Cable Select cable.

Connect the hard drive to the Slave port on the motherboard.

Designate it as Slave in the BIOS Setup.

Set the jumper to Slave.

An inkjet printer exhibits print quality problems when the nozzles are dirty, when the print heads are dirty, or when the print heads are misaligned. These problems can be corrected in most inkjet printers by running the maintenance software provided by the manufacturer. The most likely problem when one color does not print is that the nozzle for that color has become clogged.

You should usually not use a vacuum on an inkjet printer.

You should not clean the nozzles using denatured alcohol. The maintenance software is the best way to clean the nozzles. Also, because inkjet printers use water-based ink, you should use water instead of denatured alcohol when you do need to manually clean ink off a component.

You should not replace the printer driver. It is unlikely that the printer driver is causing blue ink not to print. The printer driver is responsible for translating application and operating system commands to a language the printer can understand

The Sales department uses a shared inkjet printer. Several users report that the color of print jobs is wrong. When you run a diagnostic print, you discover that blue areas are not printing. You replace the ink jet cartridge, but the problem still occurs.

What should you do?

Use the maintenance software provided by the manufacturer.

Use a low static vacuum to clean the printer.

Clean the nozzles using denatured alcohol.

Replace the printer driver

Recovery Console provides you with limited access to command-line utilities that can allow you to recover from system failures that prevent you from starting Windows, such as boot sector corruption, a service that is preventing startup, corrupt or missing operating system files, and hard disk problems. However, you are limited to accessing files at the root of the system partition, the %systemroot% folder, the cmdcons folder, and removable media drives.

You cannot access any location on drive C from Recovery Console except the locations noted above.

You cannot access any internal hard drive except the locations noted above.

You cannot access a network file share

What storage locations can you access from Recovery Console in Windows XP? (Select TWO.)

Any location on drive C

Any internal hard drive

A CD-ROM drive

A network file share

The %systemroot% folder

You should click the Safely Remove Hardware icon in the system tray and then click the option to safely remove that drive. Doing so shuts down the services the PC Card device is using so that you can safely remove the card.

You do not need to shut down the operating system. A PC Card hard drive is hot swappable.

You do not need to power off the computer. A PC Card hard drive is hot swappable.

You should not right-click the drive's icon and choose Eject. The Eject menu item is used to eject a CD or DVD from a removable media drive.

What step or steps should you take before you eject a PC Card hard drive from a laptop computer?

Shut down the operating system and power off the computer.

Right-click the drive's icon and choose Eject.

Click the Safely Remove Hardware icon in the system tray.

Shut down the operating system.

The best way to remove paper dust from a laser printer is to blow it out using a can of compressed air. Try not to blow the dust farther into the printer. You could optionally use a low static vacuum or a small brush if one was supplied by the manufacturer.

You can use denatured alcohol and a cotton swab to clean many parts of a laser printer, including the transfer wire and the rubber rollers. However, paper dust is dry, so the best thing to do is to use compressed air to blow out the printer first. Next, you can remove things that are stuck onto components using the denatured alcohol.

A maintenance kit is a set of software programs for analyzing and correcting problems. It cannot be used to remove dust.

Replacing the toner cartridge will not help remove paper dust from within the printer.

What is the best way to clean paper dust from a laser printer?

Use compressed air.

Replace the toner cartridge.

Use denatured alcohol and a cotton swab.

Use the maintenance kit that comes with the printer.

You should sit next to the user and explain the printer settings that caused the confusion using non-technical terms. By doing so, you will educate the user and help prevent problems in the future.

You should not use technical jargon when explaining a problem to a user. The user will most likely not understand what you are saying and will think you are speaking down to him.

You should not just change the settings and tell the user the problem is fixed. The user needs to be educated so that the same problem will not occur again and again.

You should not tell the user that the problem was caused by his stupidity. You should always treat users and customers with respect.

A user named Joe has a problem printing a document. You discover that the problem is caused by Joe choosing the wrong printer settings.

What should you do next?

Change the settings and tell the user the problem is fixed.

Tell the user that the problem was caused by his stupidity and print the document.

Sit next to the user and explain the printer settings using non-technical terms.

Explain to the user what the problem was using technical jargon

After upgrading the BIOS on a motherboard, the new BIOS will likely take up more bytes of ROM than the replaced BIOS. The difference in the BIOS image file byte count is detected by the system as a checksum error. CMOS checksum errors require that you enter Setup, check and save your settings, and exit Setup a second time.

You should not reboot and flash the BIOS again because reflashing the BIOS would most likely result in the same error.

You should not replace the BIOS chip with a new one. A checksum error does not indicate a failure of the BIOS hardware.

You should not press the ENTER key and turn off the computer to avoid losing data. A checksum error will not cause any loss of data.

After upgrading your system BIOS with an update from the manufacturer, you receive a CMOS Checksum error after rebooting.

What should you do to clear the error?

Replace the BIOS chip with a new one from the manufacturer.

Press the ENTER key and turn off the computer before all data is lost.

Reboot the PC and try to flash the BIOS again.

Reboot the PC, enter CMOS setup, and check and save CMOS settings

The laser printer's primary corona wire (also called the charging roller) applies a strong negative charge to the photosensitive drum. This is the first step in preparing a page to be printed.

The fusing assembly uses heat and pressure to make the image on the paper permanent. This is the last step in the process.

The transfer roller (also called the transfer corona) applies a positive charge to the paper so that the negatively charged toner particles will be attracted to the positively charged areas on the paper. Because the laser reduced the negative charge in the areas to be printed, only those areas will have a positive charge after the transfer roller completes its task. Therefore, only those areas attract the toner.

A piezoelectric nozzle is used in an ink jet printer, not in a laser jet printer

Which laser printer component applies a strong uniform negative charge to the drum?

Piezoelectric nozzle

Fusing assembly

Transfer roller

Primary corona wire

To add a command prompt icon to your Windows desktop for easy access, locate the program file CMD.EXE (for Windows NT/2000/XP), right-drag it to the desktop, and choose Create Shortcuts Here.

CMD.EXE is the 32-bit version of the 16-bit COMMAND.COM, which was used in Windows 95/98.

COMMAND.COM is the DOS command interpreter.

WIN.COM is used to launch the Windows graphical user interface

You have been asked to add an icon on your friend's desktop that provides easy access to the command prompt.

What file in his Windows XP computer should be used in the command line of the icon to open a command prompt window?

COMMAND.EXE

CMD.EXE

WIN.COM

COMMAND.COM

The IEEE 1284 standard defines guidelines for implementing bidirectional communication across a parallel port. Bidirectional communication is a technology used by printers to allow a printer to send data to the operating system, such as a notification that the paper tray needs to be refilled. IEEE 1284 supports higher transfer rates than a traditional parallel cable, but not as fast as Universal Serial Bus (USB).

IEEE 1394 (FireWire) is a high-speed connection standard for devices like digital cameras and video cameras. It is not a standard for defining a parallel printer port.

IEEE 802.1x is a security standard for wireless networks. It is not a standard for defining a parallel printer port.

IEEE 802.11b is a wireless networking standard. It is not a standard for defining a parallel printer port

Which standard defines how a printer manufacturer should implement a bidirectional parallel port?

IEEE 802.1x

IEEE 1284

IEEE 802.11b

IEEE 1394

You should repeat the problem as you understood it and ask the customer to confirm what you know or provide more clarity. You should begin to build confidence as soon as you arrive at a customer site. If the customer is confident that you understand the problem, he will be more likely to be confident that you have resolved it after you have finished.

You should not immediately begin working on fixing the problem. There might be additional information you can gather from the customer. Also, you should take the opportunity to build confidence even if you are sure you understand the problem and how to fix it.

You should not ask the customer what he did to cause the problem. You should always be polite to a customer and never blame a customer for a problem.

You should not tell the customer that if you determine that the problem is his fault, you will have to bill extra for the call. Doing so will immediately put the customer on the defensive. It will be more difficult to gather information from a customer who is on the defensive, and the customer's satisfaction level will suffer because of being put on the defensive.

You arrive at a customer's site to handle a problem call. The customer had given you a brief description of the problem over the phone, and you are pretty sure that the customer caused the error.

What is the first thing you should do?

Repeat the problem as you understood it and ask the customer to confirm what you know or provide more clarity.

Ask the customer what he did to cause the problem to happen.

Tell the customer that if you determine that the problem is his fault, you will have to bill extra for the call.

Begin working on fixing the problem

You should recommend that the customer encase the cables in a cord protector. A cord protector encases the cables in a protective strip designed to prevent people from tripping over the cable.

You should not recommend that the customer tape the cables to the floor using duct tape. Despite the fact that duct tape can be used for many things, it will not prevent people from tripping over and damaging the cables. As duct tape is stepped on, it might come up from the carpet, creating another tripping hazard.

You should not recommend that the customer run the cables across the tops of the cubicles over the top of the walkway. Cubicles are typically not very tall. A tall person could walk into the cable and damage it or be injured.

You should not recommend that the customer replace the cable with fiber optic cable. A fiber optic cable is made of glass and is more fragile than twisted pair cable. Also, fiber optic cable would not present less of a tripping danger than twisted pair cable.

You visit a customer's site and see shielded twisted pair network cables lying on the floor across the walkways between cubicles.

What should you do?

Recommend that the customer encase the cables in a cord protector.

Recommend that the customer run the cables across the tops of the cubicles over the top of the walkway.

Recommend that the customer replace the cable with fiber optic cable.

Recommend that the customer tape the cables to the floor using duct tape.

Errors, warnings, and informational messages generated by the operating system components are viewed through the Event Viewer System log.

You would not use the System Monitor to view operating system error messages. System Monitor is used to monitor real-time performance of system components, operating system processes, and applications.

You would not use System Information. The System Information utility provides a lot of information about installed hardware and software. But it does not list error messages generated by operating system components.

You would not use the Event Viewer Application log to look for errors logged by operating system components. Applications log errors, warnings, and informational messages appear in the Application log

Which utility would you use to view errors reported by operating system components?

System Monitor

Event Viewer Application log

Event Viewer System log

System Information

Disk quotas allow you to restrict the amount of hard disk space used by each user. You enable disk quotas through the Properties box dialog of the hard disk.

You do not configure disk quotas through user profiles.

You do not configure disk quotas on the My Documents folder.

You do not configure disk quotas on the Documents and Settings folder.

You are configuring a computer running Windows XP Professional. It will be used to support three users on three different shifts. How can you limit the amount of disk space each user can use?

Define disk quotas in the default user profile.

Define disk quotas on the Documents and Settings folder.

Enable disk quotas in the hard disk properties.

Define disk quotas on the My Documents folder for each user.

An optical mouse has no moving parts and is virtually immune to sticking and skidding. It would be the best choice for a dusty and dirty environment.

A bus mouse can be used to avoid interrupt request (IRQ) conflicts, but this problem is not indicative of that.

Sue's problem is that the computer is in a factory environment and the dust and dirt are constantly causing the mouse roller mechanism to stick. A track ball would have the same sensitivity to dirt, so it would not be a good choice.

If the mouse driver was the problem, the behavior would be more consistent.

Sue works in a dusty and dirty area of a factory and complains that her PS/2 mouse does not move smoothly and the pointer on the screen seems to jump uncontrollably at times. She has replaced it three times in the past year.

What should you suggest that she do?

Upgrade the mouse driver.

Switch to a track ball.

Switch to an optical mouse.

Switch to a bus mouse

You should select Show hidden files and folders in Folder Options. By default, the Application Data folder is hidden, as are the Local Settings, PrintHood, NetHood, SendTo, and Templates folders.

You should not use Folder Options to remove the check from the Hide protected operating system files option. The Application Data folder is not an operating system file. You would remove the check from the Hide protected operating system files option if you needed to modify an operating system file, such as boot.ini, or view system files.

You should not install the template in C:\Documents and Settings\All Users\Application Data. The Application Data folder in All Users will not be visible if the Show hidden files and folders option is not selected.

You should not install the template in C:\Documents and Settings\Default User\Application Data. The Default User profile is used only when a user logs on for the first time. It is used as a basis for the user's custom profile. Also, the Application Data folder in Default User will not be visible if the Show hidden files and folders option is not selected.

You need to install a Microsoft Word template for Sally. However, when you open C:\Documents and Settings\Sally, the Application Data folder is not there.

What should you do?

In Folder Options, select Show hidden files and folders.

Install the template in C:\Documents and Settings\Default User\Application Data.

In Folder Options, remove the check from the Hide protected operating system files option.

Install the template in C:\Documents and Settings\All Users\Application Data.

The major cause of a printer pulling multiple pages through at a time is either high or low humidity. When the air is humid (over 50% humidity), pages stick together because they are moist. When the air is too dry (under 25% humidity), pages generate static electricity, which causes them to cling together. Another potential reason multiple sheets of paper will be pulled through is that the separation tray is worn.

The rollers are configured to grab a single sheet of paper, regardless of its weight. Therefore, paper that is too light-weight is not the most likely cause of the problem.

A damaged sensor is not the most likely cause of multiple pages being picked up. A damaged sensor is more likely cause the paper not to move through correctly.

A dirty paper roller will cause marks on the page. It will not cause multiple pages to be picked up.

A laser printer experiences frequent paper jams. You determine that it is trying to pull multiple pieces of paper through at a time.

What is the most likely problem?

The paper sensor is damaged.

Paper is too light-weight.

The paper roller is dirty.

There is too much humidity

Fiber optic networks are least prone to eavesdropping because the signal is carried though light pulses instead of by electromagnetic signal. This makes it extremely difficult to tap the wire.

802.11g wireless networks are extremely subject to eavesdropping if encryption is not used.

Coaxial is a copper wire cable. Transmission is through electromagnetic signals, so it is relatively easy to tap the wire and eavesdrop.

Shielded twisted pair is a copper wire cable. Transmission is through electromagnetic signals, so it is relatively easy to tap the wire and eavesdrop

Which type of network media is least subject to eavesdropping?

Fiber optic

802.11g

Coaxial

Shielded twisted pair

When the amount of ink used to print a character is uneven, the problem is most likely caused by a misaligned print head. If the print head is not aligned, it will not apply uniform pressure to the ribbon when printing the character. Therefore, one part of the character will be dark and the other part will be light. Another possible cause problem that could result in this symptom is the ribbon being out of alignment.

The problem is probably not caused by a misaligned platen. If the platen is not aligned, the pressure applied to the ribbon will be uneven across the length of a line of text. The symptom for a misaligned platen is dark text on one side of the line, fading to light text on the other.

The problem is probably not caused by a worn ribbon. When the ribbon needs to be replaced, the text will become lighter evenly. It will not be dark on one part of a character and light on another.

The problem is not caused by a corrupt or incorrect printer driver. The printer driver is responsible for translating application and operating system commands to a language the printer can understand. Vertical white lines are caused by an ink distribution problem, not a translation problem

You are diagnosing a problem with a dot matrix printer. Each character printed is dark at the top and light at the bottom.

What should you try first to resolve the problem?

Align the print head.

Reinstall the printer driver.

Align the platen.

Replace the ribbon.

Device Manager enables you to perform tasks such as identifying installed ports, updating device drivers, and changing I/O settings.

If Device Manager displays a red "X" over the icon for a device, then the device has been disabled.

If Device Manager displays an exclamation point inside of a yellow circle over the icon for the device, then there is a problem with the device or driver, usually because of a resource conflict.

Other Device Manager symbols include a blue I on a white background, which indicates that automatic settings were not used and resources have been manually assigned. It does not indicate a problem

What can you NOT adjust from the CMOS setup utility?

The system date

The floppy drive size and capacity

The video resolution

The boot sequence

Last Known Good Configuration is the best choice for this situation. Windows NT, 2000, and XP all keep a copy of the Last Known Good Configuration in the registry. If something is configured incorrectly, you can restore the settings used for the last successful boot. Any settings changes made since the last successful boot will be lost.

Safe Mode boots the operating system with a minimum configuration, and can be used to solve problems with a new hardware installation or problems caused by user settings. Safe Mode boots with the mouse, basic video, keyboard, and mass storage drivers loaded. It uses the default system services (not any extra services) and does not provide network access. It does provide a graphical interface.

Safe Mode with Command Prompt is the same as Safe Mode but does not load the graphical interface.

Enable VGA Mode is used when the video setting is such that you cannot see the screen well enough to fix a bad setting. This can happen if a user creates a desktop with black fonts on a black background, or something similar to that. Booting in this mode gives you very plain VGA video display but allows you to change the settings in the Display properties

After installing a new device driver for your video card in your Windows XP system, you find that the computer stalls during bootup.

Which boot option would be the best way to correct the problem?

Enable VGA Mode

Last Known Good Configuration

Safe Mode with Command Prompt

Safe Mode

The user should purchase a 12-volt power adapter. A 12-volt power adapter can allow you to plug your laptop computer into an auxiliary power socket or the cigarette lighter in an automobile or into a power socket on an airplane. These adapters are often referred to as inverters.

A larger transformer will not solve the problem. The transformer (also known as the power brick) is located on the power cord. A larger transformer will not allow the battery to retain a charge longer. Also, a laptop must have a transformer with the correct power settings.

You should not purchase a Y-adapter. A Y-adapter is used to connect a keyboard and mouse to the same PS/2 port. It is not related to power.

You cannot purchase a PCMCIA card. A laptop does not receive power from the PCMCIA slot. Instead, a PCMCIA slot is used for peripherals, such as external drives, network adapters, or other peripherals.

Objective:
List all questions for this objective

A user plans to use her laptop computer while she is traveling. She will be driving across the country and will not have access to a standard electrical outlet.

What should she do?

Purchase a larger transformer.

Purchase a PCMCIA card.

Purchase a Y-adapter.

Purchase a 12-volt power adapter.

The user should purchase a 12-volt power adapter. A 12-volt power adapter can allow you to plug your laptop computer into an auxiliary power socket or the cigarette lighter in an automobile or into a power socket on an airplane. These adapters are often referred to as inverters.

A larger transformer will not solve the problem. The transformer (also known as the power brick) is located on the power cord. A larger transformer will not allow the battery to retain a charge longer. Also, a laptop must have a transformer with the correct power settings.

You should not purchase a Y-adapter. A Y-adapter is used to connect a keyboard and mouse to the same PS/2 port. It is not related to power.

You cannot purchase a PCMCIA card. A laptop does not receive power from the PCMCIA slot. Instead, a PCMCIA slot is used for peripherals, such as external drives, network adapters, or other peripherals

A user plans to use her laptop computer while she is traveling. She will be driving across the country and will not have access to a standard electrical outlet.

What should she do?

Purchase a larger transformer.

Purchase a PCMCIA card.

Purchase a Y-adapter.

Purchase a 12-volt power adapter.

You should use Chkdsk to check the integrity of a hard disk on a computer running Windows XP and optionally attempt to correct errors. You can launch Chkdsk from the command line or by clicking Check Now on the Tools tab of a hard disk's properties.

You cannot use ScanDisk to verify that the hard disk does not have any bad sectors on a computer running Windows XP. Scandisk was used on Windows 9x systems to verify hard disk integrity.

Defrag is used to defragment a hard disk to ensure that a file uses contiguous disk space. A defragmented hard disk performs better than a fragmented hard disk.

You cannot use Fdisk to check disk integrity. Fdisk was used in earlier versions of the Windows operating system and in MS-DOS to create partitions.

What tool should you use to verify that the hard disk on a Windows XP computer does not have any bad sectors?

Chkdsk

ScanDisk

Defrag

Fdisk

You should move the computer to a dry location and replace the hard disk. Water around computers is a potentially dangerous situation. You should never work on an electrical component when there is water on the floor. However, you should also inform the customer about the potential danger of having the computer near a leaking roof.

You should not simply refuse to work on the computer. You should move the computer to a dry location and fix it. You should also inform the customer about the leaking roof and suggest that he fix it before returning the computer to its original location.

You should not repair the computer and then tell your manager about the situation. By doing so, you put yourself in a potentially dangerous situation because you will be working on a computer in a wet area.

Putting on an Electrostatic Discharge (ESD) strap before working on the computer will not help protect you or the equipment. An ESD strap protects against static electricity, not electrical shock due to water on the floor.

You visit a customer's site to replace a hard disk in a computer and discover that the roof is leaking and the floor near the computer is wet.

Which of the following should you do?

Repair the computer, but tell your manager that the customer has a roof leak near the computer.

Tell the customer that you cannot work on the computer until the water is cleaned up and explain why it is dangerous to have a roof leak near a computer.

Put on an ESD strap before working on the computer.

Move the computer to a dry location and replace the hard disk.

You should use compressed air to clean the dust from inside the computer, and verify that everything is working properly. The customer has expressed dissatisfaction that the computer keeps breaking. You should explain that the problem is occurring because of the dust in the environment and explain how to reduce the impact of the dust on the computer system.

You should not just explain how dust can affect computer components in simple language and then show the customer how to use compressed air to clean the dust from the inside of the computer. You should clean the computer for the customer. Then, you can educate the customer about the environment and show them ways to reduce the impact of dust on the computer system. If the customer is comfortable cleaning inside the computer, they can do so in the future. At least they will understand that it is the environment, and not a defective computer, that is causing the computer problems.

You should not tell the customer that the problem is due to the fact the office is a mess. This is not really true and is also impolite. You do not know the full circumstances of the situation. It is possible that the customer has no control over the fact that there is a lot of dust in the environment. Also, the problem is not really that the office is a mess, but that dust has gotten inside the computer.

You should not run your finger through the dust and hold it up for the customer to see and tell the customer that dust is bad for computers. You should be polite to the customer. It is likely the customer knows the area is dusty. Demonstrating that fact is not necessary. Also, instead of just telling the customer that dust is bad for computers, you should clean the computer and explain how to reduce the impact of dust in the future.

You arrive at a customer's site to resolve a problem. There is dust everywhere. When you open the computer case, it is also very dusty. The customer is complaining about the fact that the computer keeps breaking down and it is not even a year old.

What should you do?

Tell the customer that the problem is due to the fact the office is a mess.

Use compressed air to clean the dust from inside the computer, and verify that everything is working properly.

Run your finger through the dust and hold it up for the customer to see. Tell the customer that dust is bad for computers.

Patiently explain how dust can affect computer components in simple language. Show the customer how to use compressed air to clean the dust from the inside of the computer.

The ATAPI-5 (AT Attachment with Packet Interface-5) standard approved in 2000 built on the ATAPI-4 standard and requires an 80-conductor cable for UDMA modes faster than UDMA/33 to be enabled. The 40- or 80-conductor cables are automatically detected.

ATA-100 should be displayed as UDMA/100.

If the ribbon cable was not 40-pin or not installed correctly, the hard drive would not have been detected at all.

After installing a new ATA-100, 80GB hard drive, you boot up the system and watch as the Power On Self Test (POST) displays information about the system on your monitor.

You notice the 80GB hard drive is correctly identified as 80GB, but it is listed as using UDMA/33.

How should you interpret this?

Your hard drive cable is not 40-pin.

Your hard drive ribbon cable is not installed correctly.

Your hard drive ribbon cable is not an 80-conductor cable.

ATA-100 is actually UDMA/33 and this is normal

Telnet allows you to communicate with another computer on the network remotely, entering commands to control the remote computer. To open a telnet session using Windows 9x and Windows NT/2000/XP, type "telnet (ipaddress)" from the command line.

Nbtstat (NetBIOS Status) displays current information about TCP/IP and NetBEUI when both are being used on the same network.

Netstat displays information about current TCP/IP connections.

Address Resolution Protocol (ARP) manages the IP-to-Ethernet address translation tables used to find the Media Access Control (MAC) address of a host on the network when the IP address is known

Which TCP/IP command can be used to enter commands into a remote computer?

Nbtstat

ARP

Telnet

Netstat

You should politely explain to the customer that an open computer case is potentially harmful to a small child and ask if they would prefer that the child leave the area.

You should not take the time to explain to the child what you are doing. If you do, performing the service call will take more time than necessary. This might cause the customer to be billed more and will cause you to get behind schedule.

You should not gently push the child away and explain that it is not safe to get that close when a computer is open. You should not touch a customer's child. Your actions might be misconstrued and the customer might complain.

You should not take the child by the hand and escort her out of the room. Your actions might be misconstrued. You also should not inform the customer that you are not a babysitter. You should always treat a customer with courtesy.

You are replacing a hard drive at a customer's residence. The customer's eight-year-old daughter is hovering over your shoulder asking what you are doing.

What should you do?

Patiently explain to the child what you are doing to fix the problem.

Take the child by the hand and escort her out of the room. Inform the customer that you are not a babysitter.

Politely explain to the customer that an open computer case is potentially harmful to a small child and ask if they would prefer that the child leave the area.

Gently push the child away and explain that it is not safe to get that close when a computer is open

The best thing to do is to ask her if she would like you to return later. This option gives the user the choice of eating in private and waiting for the work to be done or getting the work done now. Some people do not like to eat with others around, and you should respect her privacy.

You should not tell her you have not had lunch yet. Even if she offered you chips, it is not polite to eat in a user's office.

You should not ask her if she minds if you eat also and take out your own sandwich. You should not eat in a user's office when you are performing a service call.

You should not ignore the fact that she is eating and do the job you were assigned. Some people do not like to eat with others around. You should give the user that choice

You make a service call to a user. It is lunchtime and you have not eaten yet. The user is eating a sandwich at her desk. She has a bag of potato chips open.

What should you do?

Tell her you have not had lunch yet and hope she will offer you some chips.

Ignore the fact that she is eating and do the job you were assigned.

Ask her if she would like you to return later. If she says yes, leave and go get some lunch. If she says no, finish the job.

Ask her if she minds if you eat also and take out your own sandwich.

You can buy commercial drive cleaning kits, which is a special CD that you place in the CD-ROM drive. A drive cleaning kit is the only way to safely clean dust from a CD-ROM drive's lens.

You should not use a cotton swab and denatured alcohol. To get to the lens, you would have to disassemble the drive. This is very difficult to do and the laser is dangerous. Therefore, you should only use a commercial drive cleaning kit to clean the lens of the drive.

You should not use a soft cloth and water because you should not disassemble a CD-ROM drive.

You should not use eyeglass wipes because you should not disassemble a CD-ROM drive

What is the best way to clean the lens of a CD-ROM drive?

Use a soft cloth and water.

Use a cotton swab and denatured alcohol.

Use a drive cleaning kit.

Use eyeglass wipes.

You should remove your ESD wrist strap. The touchpad works using static electricity. Therefore, if you are wearing an ESD wrist strap, it will not be able to sense electricity in your fingertips. A similar problem can occur if a user has long fingernails.

The Fn key does not affect the touchpad. It is used to toggle the functionality of certain keys.

You cannot change the input device in CMOS. The computer will use the touchpad as its input device automatically.

When you attach a mouse to a PS/2 or USB slot, the touchpad will still function. Therefore, verifying that a mouse is not connected to the PS/2 port will not solve the problem

You have just completed installing more memory in a laptop computer. You boot the computer and log on. When you try to use the touchpad to open the Start menu, the cursor does not move.

What should you do?

Verify that the Fn key is not pressed.

Verify that a mouse is not connected to the PS/2 port.

Remove your ESD wrist strap.

Reboot the computer and enter CMOS to change the input device

The COPY command copies all files in the current or specified directory to a target drive and/or directory. The XCOPY command copies all files in the current or specified directory, and all files and subdirectories below it, to a target drive and/or directory. The XCOPY command can be used to copy the entire contents of one drive onto another drive.

If you want to copy all files from C: drive to D: drive the command would be:

XCOPY C:\. D:\. /S

The FDISK utility can create or remove partitions and set the active partition on a hard disk.

The SETUP utility in DOS or Windows is used to install the operating system onto the active partition.

The SCANDISK.EXE utility is used to find and correct problems such as lost clusters (pieces of files that have been disassociated from the parent file) on a hard disk. It can also detect bad sectors on a disk, try to recover any data contained in bad sectors, and "lock out" the bad areas from future use.

You want to copy the contents of a fixed hard disk to a removable hard disk for backup.

Which command can copy all files, directories, and subdirectories to another disk all at once?

COPY

SCANDISK

XCOPY

SETUP

FDISK

The best way to determine whether the problem is caused by a faulty port is to attach a loopback adapter to the port. A loopback adapter allows you to isolate the problem and determine whether it is caused by the port because it removes the printer and the cable as variables. If the loopback completes successfully, you know that the port is not the problem and you can then try a different cable to see if the problem is caused by the cable. If the loopback does not complete successfully, you know the problem is caused by the port itself.

Attaching a printer cable that you know works will not allow you to determine whether the problem is caused by the port. It will only allow you to eliminate the cable as the cause of the problem.

Pressing the self-test button on the printer will print a test page. This will ensure that the printer can print characters, but it will not help you isolate the communication problem.

Enabling bidirectional support on the port will not allow you to determine whether the port is causing the problem. Bidirectional support allows two-way communication between the operating system and the printer. However, if the port is not functioning, the cable is faulty, or the printer's parallel connector is not working, bidirectional messages will not be passed.

You are troubleshooting a user's connection to a printer. The printer is attached to the parallel port on the user's computer.

How can you determine whether the problem is caused by a faulty port?

Attach a parallel cable that you know works.

Press the self-test button on the printer.

Enable bidirectional support on the port.

Disconnect the printer cable and attach a loopback adapter to the port

FTP can be initiated from a DOS, Windows 9x, or Windows NT/2000/XP command prompt provided that a connection to a network or the Internet is established first. To begin an FTP session, you first type FTP from the command line to get an FTP> prompt. To establish a connection with an FTP server at 135.61.85.1, from the FTP> prompt, type the following:

OPEN 135.61.85.1

To terminate an FTP session, simply type BYE from the FTP> prompt.

The PUT command is used after you have logged on and want to copy a file from your computer to the remote computer.

The EXIT command is used to terminate a DOS session.

After you are at the FTP> prompt, you would not use the FTP command again

When you are finished running an FTP session from the command line, which command will properly terminate your FTP session?

BYE

EXIT

FTP

PUT

You should show the user how to use the scanner and then have the user try using the scanner with you there to answer any questions. Doing so will provide closure to your service call in the user's mind and ensure that the user will not call for support the first time he tries to use the scanner.

You should not just give the user the instruction book for the scanner. Some users would be able to learn to use the scanner from the instruction book, but some would not. Therefore, you should demonstrate how to use the scanner, not leave it up to the user to wade through the instruction book.

You should not ask the user if he understands TWAIN. You should refrain from using acronyms and technical jargon with users. Also, the user does not need an understanding of TWAIN to use the scanner.

You should not just tell the user that the scanner should work with any TWAIN-complaint application. It is likely that the user does not know what TWAIN means or whether the applications he uses are TWAIN compliant.

You install a TWAIN-compliant scanner on a user's computer. You test the scanner to verify that it is working.

What should you do next?

Show the user how to use the scanner. Have the user try using the scanner.

Tell the user that the scanner should work with any TWAIN-compliant applications.

Ask the user if he understands TWAIN.

Give the user the instruction book for the scanner

The proper way to clean a Cathode Ray Tube (CRT) monitor is to wipe it with a mild glass cleaner and a soft cloth.

You should not use window cleaner and a paper towel. Most monitors have a protective coating over the glass. A paper towel is course enough to possibly scratch the coating.

You should not use soap and water to clean the monitor. Water could get inside the monitor and cause electrocution or electrical problems. Also, the sponge might be course enough to scratch the monitor.

You should not wipe it with a dry paper towel. A paper towel is course enough to possibly scratch the coating on the monitor.

Objective:
List all questions for this objective

What is the proper way to clean a CRT monitor?

Wipe it with a dry paper towel.

Wipe it with window cleaner and a paper towel.

Wipe it with soap and water and a sponge.

Wipe it with glass cleaner and a soft cloth.

To connect to a printer that is shared on the network, you need to use the Add Printer Wizard and add a network printer. You launch the Add Printer Wizard by clicking Add Printer in Printers and Faxes.

You cannot add a printer using the Network Setup Wizard. The Network Setup Wizard is used to enable file and printer sharing on a computer, not to configure network printers.

You do not need to install the software from the manufacturer's installation CD-ROM. The driver will be automatically downloaded when you create the printer using the Add Printer Wizard.

You should not use My Network Places and choose Add a network place. My Network Places displays storage locations on the network, such as shared folders or Web sites. It does not display icons for network printers.

You are configuring a user's computer to be able to use a printer that is shared to the network from a computer running Windows XP Professional. The user's computer is also running Windows XP Professional.

What should you do?

Use the Add Printer Wizard.

Install the software from the manufacturer's installation CD-ROM.

Use the Network Setup Wizard.

Use My Network Places and choose Add a network place

An Advanced Technology Attachment (ATA) cable is used to connect Integrated Drive Electronics (IDE) drives to a motherboard. Each ATA cable can support up to two drives: a master drive and a slave drive. A computer usually has two ATA cables, so you can add four drives, two on each cable.

An ATA cable has only three connectors: a motherboard connector and two hard disk connectors. Therefore, it cannot support more than two IDE drives.

An ATA cable is not used to connect Small Computer Systems Interface (SCSI) drives. SCSI devices are attached in a chain with the first device connected to the host controller. The last device in the chain must be terminated.

Which of the following hard disk configurations is supported with one ATA cable?

Between one and four IDE drives

Up to fifteen SCSI drives

Up to seven SCSI drives

One or two IDE drives

The problem is most likely caused by debris under or around the C key. You can remove the debris with tweezers. Or if the entire keyboard seems dirty, you can use compressed air to blow out the debris or shake the debris to one end and pick it out with tweezers.

You should not spray window cleaner on a keyboard. You should avoid getting liquid under the keycaps. If you need to clean a keyboard's keys, avoid getting liquid under the keys.

Disabling StickyKeys will not solve the problem. StickyKeys is an accessibility feature that helps users who cannot press multiple keys at once activate key sequences.

The problem is not likely caused by a keyboard driver. The most likely cause of the problem is debris under the key.

A user reports that the C key sometimes will not register or registers multiple times. The problem only affects the C key.

What should you do?

Check the keyboard for dust and debris around the C key.

Dust the keyboard using a soft cloth and window cleaner.

Install a new keyboard driver.

Use Accessibility Options to disable StickyKeys.

You should clean the rubber guide rollers using alcohol on a fibrous cleaning towel. The guide rollers are responsible for moving the paper through the printer. They should be a little rough but clean. When they get dirt or paper dust on them, it can cause paper jams. You can clean them using alcohol on a fibrous cleaning towel. If they become too smooth, you can use alcohol on a non-metallic scouring pad to make them rough so they work better.

Replacing the fuser assembly will not resolve the problem. The fuser assembly is used to fuse ink to the paper, not to move the paper through the printer.

You should not clean the fuser assembly roller with water on a fibrous cleaning towel. A dirty fuser assembly roller is not the problem. Also, you should not use a fibrous cleaning towel and water to clean the fuser assembly roller. You should use alcohol and a soft cloth. You must be very careful not to scratch the fuser assembly roller.

You should not use maintenance software to realign the guide rollers. Ink jet printers include maintenance software, which can be used to realign the print heads. Laser printers have maintenance kits that contain spare parts.

A laser printer is experiencing paper jams. What should you do?

Clean the fuser assembly roller with water on a fibrous cleaning towel.

Replace the fuser assembly.

Clean the rubber guide rollers using alcohol on a fibrous cleaning towel.

Use the maintenance software to realign the guide rollers

You should change the system BIOS to use IEEE-1284 ECP/EPP mode. IEEE-1284 is the standard for parallel connections. Enhanced Capabilities Port (ECP) and Enhanced Parallel Port (EPP) are two standards for bi-directional communication over a parallel port. They provide better performance than older standards. However, you will still receive better performance by purchasing a USB or Firewire external drive.

You cannot change a parallel CD-ROM drive to support IEEE-1394 FireWire. FireWire is a high-speed wired connection appropriate for data transfer, such as to an external drive. However, the drive must have a FireWire port.

Updating the CD-ROM driver will most likely not solve the problem. Updating the driver might correct other problems, but if the BIOS is configured to support an older parallel bi-directional standard, it will not resolve the performance issue.

Assigning a different Direct Memory Address (DMA) to the CD-ROM drive would resolve a resource conflict, but it will not help correct a performance problem.

A user reports poor performance accessing an external CD-ROM drive installed on a parallel port.

What should you do?

Change the system BIOS to use IEEE-1394 FireWire mode.

Assign a different DMA to the CD-ROM drive.

Change the system BIOS to use IEEE-1284 ECP/EPP mode.

Update the CD-ROM driver.

Memory is not a hot swappable component in a laptop computer. You need to unplug the laptop and remove the battery before installing memory.

A USB printer is a hot swappable component, as are most USB devices. However, you will probably need to install driver software.

PC card devices are hot swappable. PC card devices include modems, wireless adapters, and network cards.

A USB hard disk is hot swappable. It should be recognized as soon as it is plugged in.

Which of the following is NOT hot swappable on a laptop computer?

PC card modem

USB hard disk

Memory

USB printer

You should follow the manufacturer's instructions for installing the printer. Some printers have an executable on the CD-ROM that must be run before connecting the Universal Serial Bus (USB) cable. Others are installed using the standard procedure of either allowing Plug and Play to detect the printer or adding a printer through the Add Printer Wizard.

You do not need to use Windows Update to download the most current driver. Driver updates should be obtained from the manufacturer. Also, at this point no driver has been installed, so you would not be able to update the driver.

You should not use Add or Remove Programs to install the printer. Add or Remove Programs is a utility used to manage Windows components and applications. It is not used to install printer drivers.

You should not use Device Manager to install the printer driver. When you first set up a printer, you need to run the manufacturer's software or use Add Printer Wizard to install the printer. If you need to update the driver at a later time, you can do so by using Device Manager.

You are installing a USB laser printer for a user. The user's computer is running Windows XP Professional. You install the toner cartridge, place paper in the paper tray, and connect the USB cable to the printer and to the computer.

What additional step do you need to take?

Install the printer software as instructed by the manufacturer.

Use Device Manager to install the printer driver.

Use Windows Update to download the most current driver.

Use Add or Remove Programs to install the printer

You should use System Restore to create a restore point. A restore point is a non-destructive way to revert a computer to a particular configuration state. Although some installation programs create a restore point, not all of them do. Therefore, to be safe, you should manually create a restore point before installing the application.

Creating an ASR backup will not meet the requirements. An ASR recovery is a destructive recovery that will reformat the hard disk and require you to reinstall all data files.

Saving a copy of the Registry to a separate location is not the best way to manage recovery. The Registry cannot be replaced manually while you are running Windows XP. Also, it is possible that all configuration changes made by the application will not be saved to the Registry. For example, a .NET Framework application might install a component in the Global Assembly Cache.

Last Known Good Configuration cannot be used to meet the requirements because it is likely you would not know the application is not working until the Last Known Good Configuration has been replaced by a new one. Last Known Good Configuration is updated each time you log on successfully.

You are preparing to install an application on a user's computer, which is running Windows XP Professional.

How can you ensure that you can restore the system to its current state if the application does not work correctly after it is installed?

Save a copy of the Registry to a separate location.

Create an Automated System Recovery (ASR) backup.

Use Last Known Good Configuration.

Create a restore point.

A power brownout is a drop in line voltage. If the drop is 15 or 20 volts, many devices that do not require regulated power (such as incandescent lights) will continue to work but at reduced output. If the brownout drops below the critical threshold of the PC power supply, it can no longer supply power to the computer and shuts down. An Uninterruptible Power Supply (UPS) contains a battery and a power inverter. The battery maintains a constant charge. If line voltage (input power) drops, a microprocessor instantly switches to battery power. The battery then supplies AC power through the inverter.

An Underwriters Laboratories (UL) listing means that the device has been approved by an independent testing group (Underwriters Laboratories) that tests electrical devices for safety. It does not imply any backup power capabilities.

A UL-listed power supply distributes power to the PC components, but it does not provide backup power capabilities.

A UL-listed wall outlet does not provide backup power capabilities.

A Surge-suppressing power strip only protects the connected devices from voltage spikes and surges, not from brownouts or power outages.

What is most likely to keep a computer from crashing or shutting down in the event of a power brownout?

Surge-suppressing power strip

UL-listed power supply

UL-listed wall outlet

UL-listed UPS

A Redundant Array of Inexpensive Disks (RAID) 1 configuration is a disk mirroring volume. It requires exactly two hard disks. One hard disk will act as a mirror to the other. It also requires Windows Server 2003 (or Windows 2000 Server, or Windows NT).

Windows XP Professional does not support any fault tolerance configurations, including RAID 1. Windows XP Professional does support RAID-0 (disk striping), however.

A RAID 1 configuration cannot use three hard disks. A RAID-5 (disk striping with parity) configuration requires at least three hard disks.

You are installing a computer for a user. The user's specification calls for a RAID 1 volume.

What is the minimum system configuration that will support a software RAID 1 implementation?

A computer with three hard disks and Windows Server 2003.

A computer with two hard disks and Windows Server 2003.

A computer with three hard disks and Windows XP Professional.

A computer with two hard disks and Windows XP Professional

You should install only the application you were told to install and then tell the user to follow company procedures to schedule another service call. Doing so will ensure that the user receives any necessary approvals for applications to be installed and technical support time to be charged to the department.

You should not install the additional applications after hours. The applications might not be approved for use by the user or there might be licensing issues. If you do not go through the proper channels, you will not know if you are in violation. Also, it is not the technician's job to work for free to make users happy.

You should not install the additional applications and log the total amount of time spent on the service log, along with an explanation of why the service call took more time than expected. Doing so might violate the company's approved software policy and could result in a budget overrun for the service call.

You should not explain to the user that you have more important things to do. Users believe that their needs are important, and you should not make them seem less important than the other tasks you need to perform. You should be honest with the user and explain the real reason you cannot install the applications

You are making a service call to install an application on a user's computer. While you are there, the user asks you to install several other applications. The company policy requires manager approval for all technical support activities.

What should you do?

Install the additional applications and log the total amount of time spent on the service log, along with an explanation of why the service call took more time than expected.

Install only the application you were told to install. Explain to the user that you have important things to take care of and that you do not have time to install anything else.

Install the additional applications after hours.

Install only the application you were told to install. Tell the user to follow company procedures to schedule another service call.

You should always listen attentively to the user's description of the problem. One reason to do so is to ensure that the user knows that you are interested in solving the problem. The other reason is that the user might provide additional information that was not recorded on the service call request.

You should not tell the user that you already know what the problem is. You need to listen to the user's description of the problem so that the user feels that you care about fixing the problem. Also, you might be missing information that the user would provide if you listened.

You should not start working on correcting the user's problem before the user has finished describing the problem. You should make eye contact while the user is talking to show that you are paying attention.

You should not tell the user to leave you alone so you can fix the problem. You should always be polite to the user, not dismissive.

You visit a user's office to make a service call. The user wants to explain all the same things that are listed on the service request. You have other calls to make that day and you want to leave work on time.

What should you do?

Tell the user that you already know what the problem is.

Start working on correcting the user's problem while allowing the user to keep talking while you work.

Tell the user to leave you alone so you can fix the problem.

Listen attentively to the user's description of the problem

On a computer running Windows XP Professional, there are three ways to find out the IP address and subnet mask assigned automatically. You can run the IPCONFIG command-line utility, display Status for the network connection and access the Support tab, or select the Adapter node under Components | Network in System Information.

You cannot obtain the IP address and subnet mask using PING. The PING utility is used to test a connection path between two computers and to test the TCP/IP stack. To test the TCP/IP stack, you ping the loopback address, which is 127.0.0.1.

You cannot obtain the IP address and subnet mask using the Network Connection Properties. If the TCP/IP properties were configured statically, you would set them and view them on the connection's Properties page. However, they are set dynamically, so you cannot view them there.

You cannot use WINIPCFG on a computer running Windows XP. WINIPCFG was a Windows 98 utility for viewing the IP address configuration

A computer running Windows XP is configured to receive an IP address automatically. Which utilities would you use to find out the IP address and subnet mask assigned to its network adapter? (Select TWO.)

Network Connection Properties

IPCONFIG

PING

WINIPCFG

Network Connection Status

You should reduce the printing resolution. A memory overflow error might mean that you are trying to print data that is too complex for the printer to render. In this case, reducing printing resolution will reduce the complexity of the data and the amount of data that must be stored in the printer's memory.

You might also try turning off Resolution Enhancement Technology (RET). RET helps produce smooth curves. However, it also requires more memory. Therefore, disabling RET might reduce the amount of printer memory required enough to allow the user to print the document.

Moving the spooler to a new location will not resolve the problem. If the hard disk containing the spool file did not have sufficient disk space, you would find that large print jobs would not print, but smaller print jobs would.

Upgrading the printer driver will not resolve the problem. The problem is caused by the printer's hardware being unable to handle the document's complexity.

Adding more memory to the computer will not resolve the problem. The problem is caused by the printer's hardware being unable to handle the document's complexity, not by insufficient memory in the computer

A user receives a memory overflow error when printing a high resolution image.

What should you try to allow the user to print the document? (Select TWO.)

Reduce the printing resolution.

Move the spooler to a hard disk with more disk space.

Turn off RET.

Upgrade the printer driver.

Add more memory to the computer

You should ask the user to type his or her password after each restart. Doing so maintains the integrity of the user's password and reinforces the best practice of never giving out your password.

You should not ask the user for his or her password before restarting the computer the first time. A password should be known only by the user it belongs to. It is a bad security practice to train users to divulge their password, even to support personnel because of the possibility of social engineering.

You should not ask the system administrator to set the user's password to blank before beginning the installation. A blank password is a security risk, even if for only a short time.

You should not log on as a local Administrator and change the user's password. A local administrator cannot change the password of a domain user account

You are installing some software for a user. The user's computer is a domain member.

Several of the applications require a system restart. Each time the computer restarts, you must log on with the user's account in order to make configuration changes.

What should you do?

Ask the system administrator to set the user's password to blank before beginning the installation.

Ask the user for his or her password before restarting the computer the first time.

Log on as a local Administrator and change the user's password before beginning the installation.

Ask the user to type his or her password after each restart

Debugging Mode gives you the opportunity to move system boot logs from the failing computer to another computer for evaluation. To use this mode, you first must connect the failing computer to another computer using a serial cable. You then can review the boot logs on a functioning computer.

Safe Mode with Networking is the same as Safe Mode, but the drivers necessary to access the network are loaded. This is useful if you need to access the network to download replacement drivers.

The Enable Boot Logging option allows the system to boot normally while recording all files loaded during the boot process. The log is recorded in a file named NTBTLOG.TXT. The log will identify which drivers loaded and which failed. This is especially helpful if you have a copy of the NTBTLOG.TXT file that was created before there was a problem. You then could compare them to see what has changed.

The Recovery Console does not start the graphical interface, but it does allow you to access any FAT16, FAT32, and NTFS file systems. The purpose of the Recovery Console is to allow you to repair a damaged registry, system files, or file system on the hard drive.

Which boot option can you use to move system boot logs from a failing computer to another computer for evaluation?

Safe Mode with Networking

Debugging Mode

Enable Boot Logging

Recovery Console

An address in the subnet 169.254.0.0 indicates that the address was assigned by Automatic Private Internet Protocol Addressing (APIPA). An APIPA address is assigned when a network adapter is configured to obtain an IP address automatically, no Dynamic Host Configuration Protocol (DHCP) server can be found, and there is no Alternate Configuration.

255.255.255.0 is not a valid IP address. It is the default subnet mask for the Class C subnet.

127.0.0.1 is the loopback address for any computer. The loopback address is used to troubleshoot problems with the TCP/IP stack or network adapter.

The address 192.168.0.1 is a valid Class C address and is the address automatically assigned to the internal interface of a computer that shares an Internet connection using Internet Connection Sharing.

A network adapter is configured to obtain an IP address automatically. Which IP address indicates that the computer was unable to contact a DHCP server?

169.254.10.23

255.255.255.0

127.0.0.1

192.168.0.1

Windows 2000 introduced the Recovery Console to perform troubleshooting and repair tasks. You can access this command-line interface through either the Windows 2000 CD or the Setup disks. If you have installed the Recovery Console previously, you can access it directly during startup.

Several of the Recovery Console commands, particularly those associated with navigation, were originally DOS commands. The following are a sample of Recovery Console commands:

Cd - Changes the current directory.
Chkdsk - Checks computer disks for errors.
Cls - Clears the screen.
Enable - Enables a system service or device driver.
Fixboot - Repairs the boot sector.

The Help command will provide you with information about the other commands.

H, ?, and Command will not provide you with this information.

You are using the Windows 2000 Recovery Console to help repair a serious problem. You cannot remember the command you need.

What command will provide you with information about other commands?

?

Help

Command

H

The most secure wireless security standard is 802.1x, which offers a dynamic encryption key and supports a number of authentication methods, through Extensible Authentication Protocol (EAP), including certificates, public keys, and Kerberos.

Wired Equivalent Privacy (WEP) requires that you manually change encryption keys. It also does not support public key authentication.

Media Access Control (MAC) filters can be used to allow only certain computers to access a wireless access point secured using WEP. Access is granted or denied based on the MAC address.

Wi-Fi Protected Access (WPA) changes the key every 10,000 packets using a mechanism called Temporal Key Integrity Protocol (TKIP). It does not, however, support public key authentication.

Which wireless security standard uses dynamic encryption keys and supports public key authentication?

802.1x

WEP

WPA

MAC filtering

A wrist-grounding strap is necessary when working with PC motherboards, memory modules, and expansion boards. The strap drains away static electric charges that can damage microchips. A proper strap contains a high-value resistor (typically between 1 and 2 Megaohms) embedded in the strap or the coupling to the ground wire. One side of the resistor connects to a contact plate that touches your skin, and the other side connects to a wire lead (usually coiled) that should be connected to a known-good earth ground. The resistor is of high enough value that it acts as a short to ground for any high-voltage static charges that build up, but appears as an open circuit to the lower, current-carrying voltages that can be lethal (recall Current = Voltage / Resistance).

Static-eliminating material in the wristband may reduce static buildup.

A quick-release snap on the ground wire and an alligator clip for easy disconnection are conveniences, but not safety devices.

A high-voltage fuse would not offer protection against lower, current-carrying voltages.

Objective:
List all questions for this objective

What safety feature is incorporated into an antistatic wrist strap?

A resistor in the path to ground

A high-voltage fuse

A quick-release snap on the ground wire

An alligator clip for quick disconnection

Static-eliminating material in the wrist band

Since the old computer was connected to a Transmission Control Protocol/Internet Protocol (TCP/IP) network, TCP/IP needs to be configured on the new computer. The IP address is the unique network client identification address. The default gateway is the network address of the local router interface, and the Subnet Mask is used to determine whether data packets are destined for local or remote hosts. All of these need to be configured and/or assigned to the network card.

The Media Access Control (MAC) address is the physical address of the network card. It is programmed into the card by the manufacturer and is not changeable.

The network topology refers to the configuration of the network (ring, bus, star, star-bus, etc.). These are not system settings.

The network media refers to the type of cable used (10Base-T, 10Base-2, Fiber, etc.).

The Network access method (for example, Carrier Sense-Multiple Access with Collision Detection or CSMA/CD) is determined by the type of network in use. You are using the existing card, so it already matched the type of network in use.

You are replacing a computer in an office. The existing computer has been connected to a TCP/IP network, and you want to use the existing network card in the new computer.

Which configuration settings would you have to set in the new computer? (Select THREE.)

Subnet Mask

Network access method

Network media

MAC address

Default gateway

Network topology

IP address

With the power disconnected, you can clear the settings held in the CMOS if you remove the motherboard battery and then replace it (preferably with a new one). This temporarily removes voltage to the CMOS chip so that stored settings are erased, and it is reset. Some motherboards have a jumper to clear the CMOS chip, and some CMOS setup programs have a feature called Restore Default Settings.

Do not confuse the ROM that holds the BIOS with the CMOS chip that holds the configuration settings. BIOS is non-volatile, while CMOS is actually volatile RAM that is powered by battery.

Flashing the BIOS refers to upgrading the BIOS to a newer version. You upgrade the BIOS to take advantage of new features or bug fixes, not to wipe the CMOS settings.

Hard drives need to be high-level formatted before they can be used, but CMOS passwords will remain even after the hard drives are reformatted. Hard drives rarely if ever need low-level formatting. You might have to perform a low-level format if you were installing another operating system (for example, UNIX) on the same drive that used different track and sector divisions.

Replacing the power supply or the floppy drive will not delete the CMOS password

Someone has put a Supervisor Password on the CMOS Setup Utility, which prevents you from making changes to CMOS. You decide to erase the password by erasing CMOS.

What steps are necessary to wipe out the current CMOS password? (Select TWO.)

Replace the floppy drive.

Replace the power supply.

High-level format the hard drive.

Unplug power.

Remove the motherboard battery.

Flash the BIOS.

Low-level format the hard drive

Windows 2000 and Windows XP support the verification of digital signatures assigned to device drivers. If you suspect a problem with a driver, run SIGVERIF.EXE to scan for drivers that are not digitally signed. To use the utility, enter the command in the Run dialog box.

A digital signature is an electronic signature that can be used to authenticate the identity of the sender of a message or the signer of a document, and possibly to ensure that the original content of the message or document that has been sent is unchanged. Digital signatures are easily transportable, cannot be imitated by someone else, and can be automatically time-stamped. The ability to ensure that the original signed message arrived means that the sender cannot easily repudiate it later.

A digital signature can be used with any kind of message, whether it is encrypted or not, simply so that the receiver can be sure of the sender's identity and that the message arrived intact. A digital certificate contains the digital signature of the certificate-issuing authority so that anyone can verify that the certificate is real.

If changes to the operating system cause instability or startup problems, you can use the Automated System Recovery (ASR) tool to restore the system state and all files stored on the system volume. ASR is a last resort option to use after you have unsuccessfully tried other recovery methods, such as rolling back drivers, restoring from backups, performing parallel installations, and using System Restore. ASR restores system state files and settings and restores your ability to start the system. For example, hard disk corruption might prevent you from starting Windows XP, and the damage might be serious enough to prevent you from using Safe Mode, Recovery Console, or the Last Known Good Configuration. ASR will restore the Windows XP files that originally were installed from CD-ROM and may place incompatible file versions on the hard drive if files from service packs had been installed after original installation.

DiskProbe is a sector editor tool for Windows XP Professional that allows administrators to directly edit, save, and copy data on a physical hard disk. With DiskProbe, you can replace the Master Boot Record, repair damaged partition table information, and repair or replace damaged boot sectors.

DMDIAG is a command line tool that displays the location and layout of dynamic disks and disk volumes

You suspect that some driver on your Windows XP system is the source of the system crashing and locking up.

How can you verify that all drivers on the system have not been changed?

Run DiskProbe.

Run the DMDIAG.EXE program from the Run dialog box.

Run ASR.

Run the SIGVERIF.EXE program from the Run dialog box

A cordless mouse requires batteries in order to operate. If the light does not come on, the most likely cause is that the batteries are dead. Replacing the batteries should solve the problem.

An infrared mouse needs to be within line of sight with the computer to function. However, the light on the optical mouse would still be on even if it were out of the line of sight. Therefore, the problem is probably caused by batteries that need to be replaced.

Installing a new mouse driver will not resolve the problem. The problem is caused by no power, not by an incorrect driver.

The Power Options settings control power management settings, such as hibernation and sleep. They do not affect the mouse.

A user's cordless mouse does not operate. The light does not come on.

What should you do?

Install a new mouse driver.

Replace the batteries.

Check the Power Options settings.

Verify that the mouse has line of sight with the computer

A cordless mouse requires batteries in order to operate. If the light does not come on, the most likely cause is that the batteries are dead. Replacing the batteries should solve the problem.

An infrared mouse needs to be within line of sight with the computer to function. However, the light on the optical mouse would still be on even if it were out of the line of sight. Therefore, the problem is probably caused by batteries that need to be replaced.

Installing a new mouse driver will not resolve the problem. The problem is caused by no power, not by an incorrect driver.

The Power Options settings control power management settings, such as hibernation and sleep. They do not affect the mouse.

A user's cordless mouse does not operate. The light does not come on.

What should you do?

Install a new mouse driver.

Replace the batteries.

Check the Power Options settings.

Verify that the mouse has line of sight with the computer

You should connect a Bluetooth adapter to the printer's Universal Serial Bus (USB) port. Doing so will make the printer visible to Bluetooth devices that are in range, including the Personal Data Assistants (PDAs).

You should not install an 802.3 switch. 802.3 is the Ethernet standard for a wired local area network. It will not allow wireless connectivity for PDAs.

You should not install an 802.11g access point and connect the computer to the access point. Doing so will not make the printer available unless you share the printer to the network and the PDAs are compatible with Windows file and printer sharing.

You should not connect a Bluetooth adapter to the computer's USB port. Doing so will allow the computer to communicate with Bluetooth devices, but it will not allow the printer to be visible to Bluetooth devices

A user in the sales department has an ink jet printer that is currently connected to the user's desktop computer through a USB connection. The printer is currently available for use only by that user. The department wants to enable all salespeople to print to the printer from their PDAs.

What should you do?

Connect a Bluetooth adapter to the printer's USB port.

Install an 802.3 switch. Connect the printer to the switch.

Connect a Bluetooth adapter to the computer's USB port.

Install an 802.11g wireless access point. Connect the computer to the access point.

Cellular WAN is a technology that uses cell phone equipment to link a handheld PC, such as a Windows CE device or a Palm Pilot, to the Internet. A handheld PC is also called a Personal Digital Assistant (PDA). Cellular WAN has a transfer speed up to 56 kilobits per second (Kbps).

Bluetooth is a low-speed wireless technology for connecting devices in a personal area network. Bluetooth devices include mouse, keyboard, and digital cameras. The range for Bluetooth communication is only 100 meters. It operates at 721 Kbps. Some cell phones are equipped with Bluetooth to allow them to connect to other Bluetooth devices within range, including wireless headsets or wireless Internet access points. If you have a Bluetooth-enabled Internet access point, you can connect to the Internet using a Bluetooth-enabled device as long as you are within range.

FireWire (IEEE 1394) is a high-speed wired connection for connecting peripherals, such as video cameras, external hard drives, and printers. It is a wired technology, not a wireless technology. Two speeds are available: 400 megabits per second (Mbps) and 800 Mbps.

ActiveSync is used to synchronize Windows mobile devices with PCs running Windows XP (or earlier).

Which types of connections can be used to connect a handheld PC to the Internet? (Select TWO.)

FireWire

ActiveSync

Cellular WAN

Bluetooth

You should enable automatic configuration and add the ISP-defined settings to the Alternate Configuration tab. With this configuration, the computer first tries to find a DHCP server. If one cannot be found, the IP configuration on the Alternate Configuration tab is used.

You should not create separate user profiles for the user at home and at work. IP configuration settings are not defined in the user profile.

You should not create separate hardware profiles for the user at home and at work. The hardware profile limits the drivers that are loaded. It cannot be used to establish different IP configuration settings.

You should not configure both IP configurations manually in Advanced TCP/IP settings. Doing so would create a multi-homed network adapter, but the settings would not work correctly given the situation. Also, you want to be able to dynamically assign addresses when the user is connected to the company network, not manually assign the address

A user telecommutes three days a week using a laptop computer. The user's Internet Service Provider at home requires a static IP address, subnet mask, and DNS server setting. The company network assigns addresses using DHCP.

You need to configure the user's computer so that the user can access the Internet when at home and the corporate network when at the office.

What should you do?

Enable automatic configuration. Add the ISP-defined settings to the Alternate Configuration tab.

Create separate user profiles for the user at home and at work.

Configure both IP configurations manually in Advanced TCP/IP settings.

Create separate hardware profiles for the user at home and at work

You should start the computer in Safe Mode and perform a System Restore. Windows XP saves a scheduled restore point, a restore point before making some configuration changes, and a restore point before an application is installed. It allows you to revert your computer's configuration to a specific point in time. Restoring a system using System Restore does not affect user data. You can initiate System Restore by booting normally or to Safe Mode. In this case, you will need to boot to Safe Mode.

You should not start the system in VGA mode and uninstall the application. VGA mode is used specifically to correct problems with the video adapter configuration. Also, uninstalling the application might not resolve the problem because the problem might be caused by one of the configuration changes.

You should not use Automated System Recovery (ASR). ASR reformats the hard disk and restores from an ASR backup set, which does not include user data. Therefore, user data would be lost.

You cannot use an Emergency Repair Disk (ERD). ERDs were supported by Windows NT and Windows 2000. They are not supported by Windows XP

A user makes some configuration changes and then installs an application. The application requires the user to reboot the computer. When the computer reboots, it is unable to start Windows XP.

You need to ensure that the user's data is preserved.

What should you try first?

Perform Automated System Recovery.

Use the Emergency Repair Disk.

Start in Safe Mode and perform a System Restore.

Start the system in VGA mode and uninstall the application

You should create a shared printer object on a computer running Windows XP, Windows 2000, or Windows Server 2003. Then you should grant the Marketing group the Print permission and the Marketing manager the Manage Documents permission. You can create a printer object that is mapped to a network-attached printer so that you can manage permissions and the print queue from a single computer. The computer with the shared printer object is a print server for the printer. The Print permission is required to allow users to print to a printer. Users with the Print permission can also manage their own documents in the queue. Managing other users' documents requires the Manage Documents permission.

You should not create a printer object on each user's computer. Doing so will cause multiple queues to be associated with the printer. The queue and permissions will not be managed separately.

You should not grant the Marketing group the Manage Documents permission. Doing so will enable them to manage any document in the queue.

You should not grant the Marketing manager the Manage Printers permission. Doing so will allow the manager to install printer drivers and modify printer configuration settings

You are configuring a laser jet printer for the Marketing department. The printer is attached directly to the network. You need to limit access to the printer to only users in the Marketing department. Users should be able to delete their own documents from the print queue. The Marketing manager should be able to delete any document from the print queue.

What should you do?

Create a shared printer object on a computer running Windows XP, Windows 2000, or Windows Server 2003. Grant the Marketing group the Manage Documents permission. Grant the Marketing manager the Manage Printers permission.

On each user's computer, create a printer object. Grant the user Manage Documents permission to the printer object. On the Marketing manager's computer, create a printer object and grant the Manage Printers permission.

On each user's computer, create a printer object. Grant the user Print permission to the printer object. On the Marketing manager's computer, create a printer object and grant the Manage Documents permission.

Create a shared printer object on a computer running Windows XP, Windows 2000, or Windows Server 2003. Grant the Marketing group the Print permission. Grant the Marketing manager the Manage Documents permission.

Pinging the loopback address (127.0.0.1) tests whether the TCP/IP protocol stack is functioning correctly. If you cannot ping the loopback address, it means that TCP/IP drivers are not installed or corrupt or that the network adapter is not functioning.

The DHCP server assigns addresses on the network. It does not impact the ability to ping the loopback address on a client computer.

The loopback address is 127.0.0.1. A computer does not require a valid IP address on the network for the loopback address to respond.

The loopback address is not dependent on a correct subnet mask. The loopback address pings the local computer to verify the TCP/IP stack.

A user cannot access the network. You attempt to ping the loopback address and receive no response.

What are two possible reasons? (Select TWO.)

The network adapter is not functioning.

The DHCP server is not functioning.

TCP/IP needs to be reinstalled.

The network adapter is configured with an invalid IP address for the network.

The network adapter is configured with an invalid subnet mask for the network

The PING utility (for example, ping 208.160.120.17) is used to send test data packets to verify connectivity to another computer using ICMP. The Internet Control Message Protocol (ICMP) is part of the TCP/IP suite of protocols. It is an error-reporting protocol. PING sends an ICMP Echo Request to a target name (like computer2) or IP address. The resulting ICMP Echo Reply verifies that a TCP/IP configuration is set up properly and that the destination host is online and connected to the network.

TRACERT is also a TCP/IP utility. It uses ICMP echo requests to trace the route a data packet takes to its destination. The TRACERT command displays the hop count (also called the metric, the number of routers the signal must pass through to get to the destination), the time each hop takes (in milliseconds), the name of the computer or router passed through (optional), and the IP address of each router in the hop. TRACERT works with IP addresses, host names, and domain names. Like PING, TRACERT can verify a system is online, but that is not its primary purpose.

FTP (File Transfer Protocol) is a utility program that allows the bi-directional transfer (uploading and downloading) of files between two networked hosts. A small FTP client program runs on the remote computer and accesses a larger FTP server running on a host. FTP is not used to verify that another system is online.

The TELNET utility allows a computer to connect to a UNIX host by emulating a terminal (such as a DEC VT100) and establishing a remote command-line window. TELNET is not used to verify that another system is online.

Which utility is used to verify that another computer is online and connected to the network?

PING

TELNET

FTP

TRACERT

You should store any component that includes chips or circuitry in an antistatic bag to protect it from static electricity when the component is not inside the computer. This includes RAM, expansion cards like video adapter cards, processors, motherboards, and hard drives.

There is no need to store a power supply in an antistatic bag. A power supply does not include components that are sensitive to static electricity.

There is no need to store fiber optic cables in an antistatic bag. A fiber optic cable works on light impulses, so it is not sensitive to static electricity.

There is no need to store backup tapes in an antistatic bag. Backup tapes are magnetic media and are not susceptible to static electricity.

Which components should be kept in an antistatic bag when they are not inside the computer? (Select TWO.)

RAM

Backup tapes

Power supply

Fiber optic cables

Video adapter card

You should not use an Electrostatic Discharge (ESD) wrist strap when working on an open Cathode Ray Tube (CRT) display. An ESD wrist strap grounds your body to protect components from an ESD shock. However, a CRT display is highly charged, so you do not want to be grounded when you work inside one. In fact, only specially trained personnel should ever open a CRT display.

You should use an ESD wrist strap when adding memory to a computer. Doing so will help protect the memory and the other components on the motherboard from an ESD shock.

You should use an ESD wrist strap when installing an internal hard drive. Doing so will help protect the hard drive and the other components you might touch from an ESD shock.

You should use an ESD wrist strap when installing a network adapter. Doing so will help protect the network adapter and the other components you might touch from an ESD shock

When should you NOT wear an ESD wrist strap?

When adding memory to a computer

When working with an open CRT display device

When replacing a network adapter

When installing an internal hard drive

You should create two hardware profiles and enable the World Wide Web Publishing service in only one hardware profile. IIS installs the World Wide Web Publishing service, which is a Windows service. You can enable and disable a Windows service for specific hardware profiles through the service's Properties page in the Services utility. The user will need to restart the computer and select the hardware profile that has the World Wide Web Publishing service enabled when necessary.

You should not install Windows XP Professional in two different directories and boot to one installation to install IIS. You should only install one instance of Windows XP on a specific volume. Even if you had two volumes, creating two different installations is unnecessary and would result in having to install redundant copies of all applications.

You should not create two user accounts, log on as one, and install IIS. The World Wide Web Publishing service is a Windows service, so its status is not affected by the user who is logged on. If it is configured to start automatically, it will start when the operating system boots.

You should not create two user accounts and add a shortcut to IIS in the Startup folder in one of the user profiles. IIS is a Windows Service, not an application

You are configuring a computer for an application developer. When the user is developing Web applications, he needs Internet Information Services (IIS). Otherwise, you want to ensure that IIS does not run. The user's computer is running Windows XP Professional and has a single hard disk, formatted as a single volume.

What should you do?

Install Windows XP Professional in two different directories. Boot to one installation and install IIS.

Create two user accounts. Log on as one of the users and add a shortcut to IIS in Startup folder of the user's profile.

Create two user accounts. Log on as one of the users and install IIS.

Create two hardware profiles. Enable the World Wide Web Publishing service in only one hardware profile.

You should use a twisted paper towel to soak up the ink and clean any spilled ink with distilled water. You need to be very careful not to spill ink on the power supply or the printer's main board. Ink jet ink is water-based, so distilled water is the best way to clean up minor spills. You should always unplug the printer before performing maintenance on it.

You should not clean spilled ink with denatured alcohol. Ink jet ink is water-based, so the best way to clean it up is with distilled water.

Laser printers have maintenance kits; ink jet printers do not.

You should not attempt to remove the tray. Removing a tray that is filled with ink is likely to cause a spill that will damage the printer.

Objective:
List all questions for this objective

The ink tank on an ink jet printer is nearly full and a little ink has spilled over. What should you do?

Use a twisted paper towel to soak up the ink. Clean spilled ink with distilled water.

Use the maintenance kit to drain the tray.

Carefully remove the tray and empty it. Clean spilled ink with household cleaner.

Use a twisted paper towel to soak up the ink. Clean spilled ink with denatured alcohol.

TRACERT is a TCP/IP utility that uses Internet Control Message Protocol (ICMP) Echo Requests to trace the route a data packet takes to its destination. The TRACERT command displays the hop count (also called the metric, the number of routers the signal must pass through to get to the destination), the time each hop takes (in milliseconds), the name of the computer or router passed through (optional), and the IP address of each router in the hop. This is the output shown in the graphic. TRACERT works with IP addresses, host names, and domain names.

The PING utility (for example, ping 208.160.120.17) is used to send test data packets to verify connectivity to another computer using ICMP. PING sends an ICMP Echo Request to a target name (like www.whitehouse.gov) or IP address. The resulting ICMP Echo Reply verifies that a TCP/IP configuration is set up properly and that the destination host is online and connected to the network.

FTP (File Transfer Protocol) is a utility program that allows the bi-directional transfer (uploading and downloading) of files between two networked hosts. A small FTP client program runs on the remote computer and accesses a larger FTP server running on a host.

The TELNET utility allows a computer to connect to a UNIX host by emulating a terminal (such as a DEC VT100) and establishing a remote command-line window.

Which utility would provide the output shown in the graphic exhibit?



FTP

PING

TELNET

TRACERT

You should verify that the partition is formatted as NTFS. You can only set file system permissions on a folder that is located on an NTFS partition.

You should also verify that Simple File Sharing is not enabled. When Windows XP is first installed, Simple File Sharing is enabled by default. When Simple File Sharing is enabled, the Security tab is not visible.

You do not need to verify that the computer is a member of the domain. You can set file system permissions on standalone computers (workgroup members).

You should not verify that the folder is shared. File system permissions control local access to the folder and do not require the folder to be shared.

You should not verify that your user account has Full Control to the folder. Although you will need Full Control to the folder, not having the Full Control permission will not prevent the Security tab from being displayed.

You need to configure file system permissions on a folder located on a computer running Windows XP Professional. When you display the Properties dialog box for the folder, the Security tab is not available.

What should you do? (Select TWO.)

Verify that the computer is a member of the domain.

Verify that your user account has Full Control of the folder.

Verify that Simple File Sharing is not enabled.

Verify that the folder is shared.

Verify that the partition is formatted as NTFS

You should verify that the Fn key is not stuck. The Fn key is used to provide alternate keyboard functions for some keys on a laptop computer. For example, some alphabetic keys become numbers, allowing you to use the regular keyboard as a keypad. You can lock the Fn key down by pressing the Fn+Scroll keys. Therefore, you should also check whether the Scroll key is active. To unlock a locked function key, press the Fn+Scroll keys again.

You should not verify that the Caps lock key is not stuck. The Caps lock key causes letters to be typed in uppercase even if the Shift key is not pressed.

There is no need to replace the keyboard. The keyboard is not malfunctioning. The problem is just a stuck key or user error.

There is no need to attach an external keyboard. The keyboard is not malfunctioning

Sue reports that the keyboard on her laptop computer is not working. When she types the word "lion", the text "356n" appears.

What should you do?

Verify that the Caps lock key is not stuck.

Replace the keyboard.

Verify that the Fn key is not stuck.

Attach an external keyboard.

You should disconnect a device from its power source before measuring resistance. If the device is connected to the power source, the multimeter might be damaged when you attempt to measure resistance.

You should not touch the black probe to ground when measuring resistance. Resistance is measured across a circuit, so you should touch the leads to each end of the circuit you are measuring. You touch the black probe to ground when measuring voltage.

You should not touch the red probe to ground when measuring resistance. You should touch the leads to each end of the circuit you are measuring.

You should not connect the device to a power source. You must connect the device to the power source when measuring voltage, but you should not do so when measuring resistance

You are using a multimeter to troubleshoot a problem with a circuit. What should you do before measuring resistance?

Touch the black probe to ground.

Disconnect the device from its power source.

Connect the device to a power source.

Touch the red probe to ground

It is important that you first upgrade your virus definitions and your virus scan engine before you run a virus scan. Doing so will ensure you are scanning for all currently known viruses and worms. If you do not update the virus definition files first, you may miss a new virus.

Creating an emergency anti-virus boot disk also needs to be done prior to the virus scan, but this step should be performed after upgrading the virus definitions.

It is not necessary to run the ScanDisk utility or to log out of the network before running a virus scan

What is the first step you should take before you run a virus scan?

Log out of the network.

Upgrade your virus definitions and virus testing engine.

Run the ScanDisk utility.

Create an emergency anti-virus boot disk.

Windows Security Center is installed with Windows XP Service Pack 2. It allows you to enable Windows Firewall, Automatic Updates, and the antivirus software you have installed. It also allows you to manage settings for these components.

Windows Security Center does not allow you to change a user's password. For that, you need to use the User Accounts utility or Local Users and Computers in Computer Management.

Windows Security Center does not allow you to encrypt a file. For that, you need to use Windows Explorer or the cipher command.

Windows Security Center does not allow you to create user accounts. For that, you need to use the User Accounts utility or Local Users and Computers in Computer Management

Which of the following can you do through Windows Security Center in Windows XP?

Enable Windows Firewall.

Change a user's password.

Encrypt a data file.

Create a user account.

You should use Msconfig, also known as the System Configuration Utility, to disable startup items. Msconfig allows you to select which items load at startup, including which .ini files are loaded and whether all, none, or only selected startup applications are loaded. Using Msconfig is a good way to troubleshoot problems related to startup or devices and applications that load at startup. You can also view which services are running.

You should not start the computer in Safe Mode. Safe Mode loads only the minimum drivers needed to run the operating system.

You should not remove all shortcuts from C:\Documents and Settings\All Users\Start Menu\Programs\Startup folder. While this is the folder that stores shortcuts to the applications that run at startup for any user who logs onto the computer, it does not contain the user-specific shortcuts. Also, it is best not to remove the shortcuts because you will just have to reconfigure them later. Also, some startup applications are not configured through the Startup folder. Instead, they are configured through the registry.

You should not start the computer in Safe Mode with Networking. Safe Mode with Networking loads only the minimum drivers needed to start the operating system and access the network.

You are troubleshooting a computer running Windows XP. You want to start the computer without launching specific startup applications. Aside from that change, you want the computer to boot normally.

What should you do?

Start the computer in Safe Mode.

Remove all shortcuts from the C:\Documents and Settings\All Users\Start Menu\Programs\Startup folder.

Start the computer in Safe Mode with Networking.

Use Msconfig to disable the startup applications

When a printer prints garbage or gibberish characters, you should first try printing a diagnostic test page. If the diagnostic test page prints correctly, it means that the problem is most likely the printer driver. It is the printer driver's responsibility to translate print commands sent by an application to a language the printer can understand. A corrupt or wrong driver will perform this task incorrectly, resulting in gibberish characters. The diagnostic test page is sent directly to the printer by the printer. It does not interface with the operating system, so it works even if there is not a driver installed.

Changing the toner cartridge will not resolve a problem with gibberish text. You would change the toner cartridge to correct a problem such as smudged characters or vertical white lines.

You should not replace the primary corona wire. The primary corona wire applies a uniform negative charge to the drum. If it was broken, it would not result in gibberish characters. Also, any problem caused by the primary corona wire would affect the diagnostic test page as well as any page sent from the operating system.

You do not need to clean the photosensitive drum. A dirty or scratched photosensitive drum can cause a mark on the paper that repeats at regular intervals. A dirty drum will not cause gibberish print. Also, any problem caused by a dirty drum will occur when the diagnostic test page is printed.

You are diagnosing a problem with a laser printer. The laser printer prints the diagnostic print page correctly. However, when a user attempts to print a document, gibberish characters are printed to the page.

What should you try next?

Clean the photosensitive drum.

Change the toner cartridge.

Replace the primary corona wire.

Reinstall the printer driver.

You should just finish the job and go buy the CD for yourself. You should not use a customer's personal belongings just because you were left unattended.

You should not put the CD in the customer's CD-ROM drive and turn the volume to low. Although the customer might not mind, it is rude to assume that you can use the customer's belongings.

You should not put the CD in the customer's CD-ROM drive and put on the headset. Some people do not like others touching their belongings, particularly something that might be considered unhygienic to share, like a headset.

You should not ask the customer if you can listen to the CD. The customer is busy with a client and will not be happy about being interrupted

A customer has left you alone in her office while she takes care of her client. You notice that she has a CD you have been anxious to hear.

What should you do?

Finish the job and go buy the CD.

Put the CD in the customer's CD-ROM drive and put on the headset.

Ask the customer if you can listen to the CD.

Put the CD in the customer's CD-ROM drive and turn the volume to low

The Basic Input/Output System (BIOS) program is required to enable a CPU to boot up and configure the system for use. The program is stored on a Read-Only Memory (ROM) chip. On older systems, the chip had to be replaced to update BIOS. Flash ROM chips allow a user to store a new BIOS program on the chip by running a DOS program and loading an update file. A Flash BIOS chip is technically called an EPROM (Erasable Programmable Read Only Memory) chip. Circuitry built into the motherboard permits erasing and installing a new BIOS image file.

If components are added for which the BIOS is not programmed, it is necessary to run the Flash ROM program and update the BIOS. A new, higher capacity hard drive is one component that often creates the need for BIOS updates. Physical memory and hard drive size can be configured in CMOS, though memory size is often auto-detected during the Power On Self Test (POST) memory count. CMOS is external to the BIOS and can be looked at as being memory for the BIOS. CMOS is also known as the RTC/NVRAM chip.

Modems, network adapters, DVD drives, and graphics adapters are peripheral devices, not system devices. They use the existing slots and the expansion bus to communicate with the system and do not require BIOS upgrades.

You are upgrading components in an older desktop computer so you can use it as a Linux server. The motherboard and BIOS are several years old.

Which component might require updating Flash ROM contents before the installation will work properly?

500 MB of physical SDRAM

56K modem

100Base-TX network adapter

500 GB hard drive

Graphics card for 1600 x 1200 display

DVD-ROM drive

The first step you should take is to shut down the computer. You should always shut down a computer before unplugging it to ensure that files are saved and closed properly.

There is no need to unplug the display from the power source. You are not working on the display; you are installing a new video adapter inside the computer's case.

You should disconnect the display from the computer, but only after you have shut down the computer. You should not disconnect a display while the computer is running.

You should unplug the computer, but only after you have shut down the computer

You are replacing a video adapter in a computer that is booted and running Windows Vista.

What is the first step you should take?

Disconnect the display from the computer.

Unplug the computer from the power source.

Unplug the display from the power source.

Shut down the computer.

You should first restore the full backup taken on Friday. Next you should restore each incremental backup in order. An incremental backup backs up all data that has changed since the last backup and resets the Archive flag on the files. The Archive flag determines whether the file needs to be backed up.

You should not restore Tuesday and then Wednesday. A system state backup does not back up user data. Therefore, restoring the Tuesday backup will not serve as a base for installing incremental data backups.

You should not install Friday and then Wednesday. An incremental backup backs up only the information that has changed since the last full, differential, or incremental backup. Therefore, the Wednesday backup will only back up files that have changed since Monday.

There is no need to restore the Tuesday backup. Any changes that were reflected in the Tuesday backup will also be reflected in the Wednesday backup. Also, you should restore incremental backups in the order in which they are taken.

A user's computer performs scheduled backups that back up the data to a network server on the following schedule:

Full backup: Friday
Incremental backup: Monday, Wednesday
System state backup: Tuesday, Thursday

Backups are performed in the evening. The hard disk fails on Thursday afternoon.

Which backup or backups should you restore?

Friday, Wednesday, Tuesday, Monday

Friday, Monday, Wednesday

Tuesday, Wednesday

Friday, Wednesday

One way to resolve the problem is to move the paging file to the second hard disk. The paging file is used to swap data in and out of physical Random Access Memory (RAM). When performance is poor and there is a lot of disk access, the most likely problem is memory. You can either add more RAM or optimize the paging file. One way to optimize the paging file is to move it to a different hard disk than the one where the operating system is installed.

If the budget allows, you can also resolve the problem by increasing physical RAM. Doing so will cause the computer to rely less on the paging file.

Reinstalling the operating system on the second hard disk will not resolve the problem. The paging file is created on the same hard disk as the one where the operating system is installed by default.

You cannot configure the hard disks in a striped volume. The system and boot partitions must be located on a simple volume. They cannot be located on a striped volume.

Moving the user's My Documents folder to the second hard disk will not resolve the problem. The problem is caused by memory consumption. Moving the My Documents folder to the second hard disk might improve file access times for documents in the My Documents folder, but it will not resolve the problem the user is having.

A user's computer has two hard disks. The operating system and all applications are installed on the first hard disk. The second hard disk is used only to store backups of critical files. The computer is running Windows XP Professional.

The user reports that the system is slow when accessing certain applications. You launch the application and discover that there is a lot of disk access when running certain tasks. You use Task Manager and notice that the application is using a lot of memory.

What can you do to optimize performance? (Select TWO.)

Move the paging file to the second hard disk.

Move the user's My Documents folder to the second hard disk.

Reinstall the operating system on the second hard disk.

Add more RAM to the computer.

Configure the hard disks in a striped (RAID 0) volume

You should restore the Sunday backup, then the Wednesday backup. A differential backup backs up all data that has changed since the last full backup. Therefore, you only need to restore the last full backup and the most recent differential backup.

You cannot restore the data using only the Sunday backup. If you only restore the Sunday backup, all data changed since the Sunday night will be lost.

You cannot restore the data using only the Wednesday backup. You must restore the full backup before you can restore the differential backup.

You do not need to restore the Sunday, Monday, Tuesday, and Wednesday backups. If the weekday backups were incremental backups, you would need to take these steps. However, since they are differential backups, they include all data changed since the last full backup

A customer's computer stores accounting and sales data that is backed up according to the following schedule:

Full backup Sunday night
Differential backup Monday-Friday nights

The hard disk fails on Thursday morning.

What must you do to restore the data in the least amount of time?

Restore the Sunday backup.
Restore the Monday backup.
Restore the Tuesday backup.
Restore the Wednesday backup.

Restore the Sunday backup.

Restore the Sunday backup.
Restore the Wednesday backup.

Restore the Wednesday backup

Enable VGA Mode is used when the video setting is such that you cannot see the screen well enough to fix a bad setting. This can happen if a user creates a desktop with black fonts on a black background, or something similar to that. Booting in this mode gives you very plain VGA video display but allows you to change the settings in the Display properties.

The Enable Boot Logging option allows the system to boot normally while recording all files loaded during the boot process. The log is recorded in a file named NTBTLOG.TXT. The log will identify which drivers loaded and which failed. This is especially helpful if you have a copy of the NTBTLOG.TXT file that was created before there was a problem. You then could compare them to see what has changed.

Debugging Mode gives you the opportunity to move system boot logs from the failing computer to another computer for evaluation. To use this mode, you first must connect the failing computer to another computer using a serial cable. You then can review the boot logs on a functioning computer.

The Recovery Console does not start the graphical interface, but it does allow you to access any FAT16, FAT32, and NTFS file systems. The purpose of the Recovery Console is to allow you to repair a damaged registry, system files, or file system on the hard drive

Your neighbor's children were playing games on your Windows XP computer and in the process managed to modify the display settings to use white letters on a white background. Now all you can see on the Windows desktop are icons without titles, and all dialog boxes have no visible text.

What would be the best startup option to correct this problem?

Debugging Mode

Enable Boot Logging

Enable VGA Mode

Recovery Console

To connect using Remote Assistance, the user must send you an invitation through e-mail, as a file, or through Windows Messenger. Or, if the computer is configured to allow an offer of remote assistance, the expert can offer remote assistance. However, the user still needs to accept it. Remote Assistance allows you to share a desktop session with a user. If the user who issued the invitation agrees, you can also take control of the session to perform tasks.

Remote Desktop is different from Remote Assistance. Remote Desktop allows you to connect to a computer as though you were logged on interactively. You do not need an invitation, but Remote Desktop does need to be enabled on the remote computer and you need to be a member of either the Remote Desktop Users group or the Administrators group on the user's computer.

You do not need to enable Remote Desktop on your computer. Remote Desktop must be enabled at the remote computer to connect using Remote Desktop. It does not need to be enabled for Remote Assistance.

You do not need to be a member of the Remote Desktop Users group. You only need to have an invitation to connect using Remote Assistance

You are troubleshooting a problem on a user's computer at a different location. You want to connect remotely using remote assistance.

What is required?

Remote Desktop must be enabled on your computer.

Remote Desktop must be enabled on the user's computer.

The user must send you an invitation or accept your offer of remote assistance.

You must be a member of the Remote Desktop Users group on the user's computer.

Before installing the new memory modules, the system should be turned off and unplugged so it does not accidentally start when you are installing the modules. Unplugging the system also cuts off the small amount of current that flows even when the system is turned off.

You should also use an antistatic strap to discharge any static prior to touching the modules. ESD (Electrostatic Discharge) must be prevented because it can cause the failure of the new modules.

Washing your hands, shutting down and unplugging the monitor, and cleaning the motherboard are unnecessary steps and would have no effect on the outcome of the job.

Before installing new memory modules in your computer, what precautions should you take prior to removing the new modules from the bag and installing them? (Select TWO.)

Wash your hands.

Shut down and unplug the monitor.

Put on an antistatic wrist strap and clip it to a chassis ground connection.

Shutdown the PC and unplug the power cord.

Clean the motherboard with an approved cleaner

A solid battery status indicator light indicates that the battery is being charged.

A battery status indicator light that is alternating between two colors indicates that the battery is too hot to charge.

A blinking battery status indicator light indicates that the laptop is hibernating.

An off battery status indicator light indicates that the laptop is turned off or not receiving power

How can you tell whether a laptop battery is charging on a Dell laptop computer?

The battery status indicator light on the laptop will be alternating between two colors.

The battery status indicator light on the laptop will be blinking.

The battery status indicator light on the laptop will be a solid color.

The battery status indicator light on the laptop will be off.

You can gather all that information from System Summary in the System Information utility (MSInfo32.exe). The System Information utility allows you to view a lot of information about the computer, including general statistics such as the amount of memory installed, the size of the paging file, the amount of physical RAM currently committed, and the processor type and speed.

The System Control Panel utility General tab reports the amount of RAM installed. The Advanced tab allows you to access virtual memory settings that report the current size of the paging file. This is also where you change virtual memory settings. However, it does not report the amount of RAM currently being used.

Task Manager allows you to gather information about the amount of RAM installed and the amount of RAM currently committed (in use). It does not provide the size of the paging file. However, it does report information about paging file usage. This is not the size of the paging file, but how much data is currently stored in the paging file. You can also see how much virtual memory is being used by each process.

Msconfig allows you to configure startup options for troubleshooting. It is not used to view current performance statistics.

A user reports memory errors. Which utility will allow you to determine how much physical memory is installed, how much is currently being used, and the size of the paging file on a computer running Windows XP?

Msconfig

Task Manager

System Control Panel utility

System Information utility

When installing a copper-wire network media, such as shielded twisted pair, you should install it in a dedicated conduit that runs through the walls and avoids electrical motors and devices such as air conditioning units. This will help protect it against electromagnetic interference (EMI).

You should not use the same conduit as for the phone lines. Phone lines are also copper wires and there might be crosstalk generated between the two sets of wires.

Taping the cable along the bottom of the walls is not your best solution. Other electrical devices might be placed next to the walls and can interfere with the network cable. Also, the network cable might be subject to other environmental hazards like being chewed by mice or pets.

You should not change the incandescent lighting to fluorescent lighting. Fluorescent lighting can create EMI.

How can you protect a shielded twisted pair network cable from electromagnetic interference?

Tape the cable along the bottom of the walls.

Create a dedicated conduit for it through the walls and ceiling.

Use the same conduit as for the phone lines.

Change incandescent lighting to fluorescent lighting.

The problem is most likely caused by a faulty AC adapter because the battery did not charge even though the adapter was plugged into the electrical socket and the laptop did not power up when you tried a different electrical socket. If the AC adapter was working, when you plugged it into a different socket, the light would be a solid alternate color to indicate that the battery was being charged. A laptop's AC adapter has a specific amperage and voltage that must be matched. If the amperage and voltage do not match, you could damage the circuit board.

You should not remove the battery and plug in the computer using the same AC adapter. The problem is most likely the AC adapter. Also, some laptops will not power up when the battery is removed because the battery is necessary to complete the circuit.

You should not plug in the laptop using an AC adapter with higher voltage. The AC adapter must have the same voltage as the one that shipped with the laptop.

You should not plug in the laptop using an AC adapter with higher amperage. The AC adapter must have the same amperage as the one that shipped with the laptop.

George reports that his laptop will not power up. He says that he received a warning that the battery was low before the computer powered off. The laptop was plugged in to a wall socket. You plug the laptop into a different wall socket and no power light comes on.

What should you try next?

Remove the battery and plug in the computer using the same AC adapter.

Plug in the computer using a working AC adapter with higher voltage.

Plug in the computer using a working AC adapter with higher amperage.

Plug in the computer using a working AC adapter with the same amperage and voltage

You should use a damp soft cloth and wipe from the center to the outer edge. Doing so will remove the dust without damaging the DVD-ROM. Special lint-free cloths are available for cleaning LCD monitors and camera lenses. This cloth is extra soft, so it is also a good choice for cleaning CDs and DVDs.

You should not wipe in a circular motion. Doing so could scratch the disc.

You should not use furniture polish. Doing so will leave a film on the disc.

How should you clean a dusty DVD-ROM?

Use a damp soft cloth and wipe from the center to the outer edge.

Use a damp soft cloth and wipe in a circular motion.

Use furniture polish on a soft cloth and wipe from the center to the outer edge.

Use furniture polish on a soft cloth and wipe in a circular motion.

TWAIN is a specification for an interface that allows a scanner to be controlled by any TWAIN-compliant application, instead of just by the software included with the scanner.

TWAIN is not a standard for allowing a computer to support two or more active input devices. Windows XP can support multiple active input devices by default.

TWAIN is not a standard for bidirectional communication between a computer and a printer. One standard that defines bidirectional communication between a computer and a printer is IEEE 1284 ECP/EPP.

TWAIN is not a specification that allows a computer to support two display devices. When the computer is a laptop computer, multiple display devices are supported by DualView. When the computer is a desktop computer, additional support is built into Windows XP that allows you to change the primary monitor

What is TWAIN?

A specification for allowing bidirectional communication between a computer and a printer.

A specification for an interface supported by scanners to allow them to be controlled by third-party applications, such as Adobe Photoshop.

A specification for allowing a computer to support two or more active input devices.

A specification that allows a computer to support two display devices

ATTRIB.EXE is a command prompt program that is used to display, add, or change file attributes. You can type ATTRIB +R INFO.TXT to add the Read-Only attribute to the file. In order to edit or delete the file, the Read-Only attribute must be removed using the command ATTRIB -R INFO.TXT. This will not absolutely prevent someone from editing or deleting the file, but extra steps are required to do it.

Other attributes include the following:

* A (Archive): used by backup programs to indicate which files have been changed since the last backup.
* H (Hidden): used to keep a file name from being displayed with the DIR command.
* S (System): designates a file critical to the system startup and operation.

CONFIG.SYS is the DOS system file that contains hardware/driver information and environment settings.

MSDOS.SYS is one of the hidden, necessary files that must be on a boot disk for DOS to initialize.

REGEDIT.EXE is the Windows Registry Information Editor. It makes it easier to edit the keys and entries in the Windows registry.

You want to create a text file. You create the file with a text editor and save it as INFO.TXT.

You want the file to be easily accessible so that anyone can read it, but you want to protect the file so that it cannot be easily edited or deleted.

Which file or utility can you use to do this?

MSDOS.SYS

ATTRIB.EXE

CONFIG.SYS

REGEDIT.EXE

You should use the Services utility. The Services utility allows you to manage Windows services, including starting, stopping, pausing, disabling, and configuring their log properties. In this case, you need to locate the service on which the application depends and configure it to start automatically when the computer restarts. To prevent a restart now, you can start the service manually. If the error message does not provide enough information for you to know which service is not running, you can use Event Viewer to look for an error or warning. Operating system errors are logged to the System log. Application errors are logged to the event log.

The MSConfig utility (also called the System Configuration Utility) allows you to view which services are running and which are stopped. However, it does not allow you to modify their configuration or start or stop them. One useful feature is that MSConfig allows you to filter the services displayed to only non-Microsoft services, which can help you identify malicious programs that are loaded as Windows services.

You cannot resolve the problem using Add or Remove Programs. Add or Remove Programs allows you to install programs, but it does not allow you to configure services.

You cannot resolve the problem by using the Program Compatibility Wizard. The Program Compatibility Wizard allows you to specify backwards compatibility settings for legacy applications. It does not allow you to manage Window services.

You install an application that includes a Windows service. When you restart the computer, you receive the message that the application cannot load because a service it depends on is not running.

Which utility should you use to correct the problem?

Services

Add or Remove Programs

Program Compatibility Wizard

MSConfig

Nslookup is a TCP/IP utility that allows a user to perform a manual Domain Name System (DNS) query of any DNS database. You would use this to verify that DNS name resolution is functioning properly.

Winipcfg is a graphical utility found in Windows 9x that allows you to get information about your IP configuration. It also allows you to release a Dynamic Host Configuration Protocol (DHCP) lease and request a new one.

Ipconfig does the same thing as winipcfg, but for Windows NT/2000/XP. Ipconfig can only be run from the command line.

Tracert is a utility that allows you to trace the path information takes to get from one machine to another as it moves from network to network.

Which TCP/IP utility allows a user to perform a manual DNS query of any DNS database?

tracert

winipcfg

ipconfig

nslookup

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