Chapter 11: Computer Support and Backups - CompTIA IT Fundamentals Study Guide: Exam FC0-U51
Terms in this set (20)
1. When troubleshooting a computer problem, which of the following are steps you can take to identify the problem? (Choose two.)
A. Use external resources such as the Internet.
B. Talk to end users.
C. Isolate the issue.
D. Attribute it to user error.
1. B, C.
To identify the problem, you can talk to users, gather information, and isolate the issue. Using external resources such as the Internet is part of the process to establish a theory of probable caus
2. You are troubleshooting a MacBook Pro. When it turns on, you receive a screen with a flashing question mark. What is the likely cause?
A. Device driver failure
B. Video card failure
C. Memory failure
D. Hard drive failure
If the hard drive is not detected, or if a specific folder needed to load Mac OS X is not detected, the Mac will display a flashing question mark.
3. When providing computer support and testing solutions, what should you always do first? A. Assume user error. B. Test the simple stuff. C. Check Internet resources for solutions. D. Establish a plan of action.
Always test the simple stuff first. Assuming user error is not a good way to endear yourself to your clients.
4. Your computer has been running backups for a year. Today, you make a change from backing it up to an external optical drive to backing it up to the cloud. What should you do next?
A. Secure the cloud backup location.
B. Schedule regular cloud backups.
C. Destroy the old optical discs.
D. Verify that the cloud backup works.
Whenever setting up a new backup system or making a change to an existing backup solution, verify that the backup works. Once you have done that, then you can perform other tasks.
5. You are troubleshooting a computer problem. After testing the solution, what should you do next?
A. Establish a plan of action.
B. Verify functionality.
C. Document the work.
D. Identify the problem.
The solution might have worked, and it might not have. Based on if it appeared to or not, you should establish a further plan of action. If it worked, you can move on to verifying full functionality. If not, you may need to go back to trying additional solutions.
6. After installing several new software applications, your friend notices that her computer boots very slowly. Which tool can she use to disable programs from running on startup of Windows?
A. Recovery Console
B. System Configuration
C. System Restore
D. Safe Mode
The System Configuration utility, or MSCONFIG, allows users to see which applications are loading at the startup of Windows. If too many programs load on startup, it will slow down the boot process.
7. Raul has just installed an older application on his Windows 8 computer and it will not run. He asks you for advice. What should you tell him to try to make it run?
A. Delete and reinstall.
B. Run it as an administrator.
C. Use Safe Mode.
D. Use compatibility mode.
Older applications might not work with current operating systems unless you use compatibility mode.
8. You are troubleshooting a Windows PC that will not load the operating system. You insert the Windows DVD and reboot. Which utility can you use to repair Windows?
A. Recovery Environment
C. System Restore
D. Safe Mode
The Windows Recovery Environment is a feature of Windows Vista and newer setup programs that lets you repair an installation of Windows when booting to the installation CD. All of the other options require the OS to load before using them.
9. What is the last step in the process of troubleshooting a computer?
A. Verify Internet functionality.
B. Document the work.
C. Clean up the mess.
D. Retest the solution.
The last step in the troubleshooting process, and one that is often overlooked, is to document the work. (Cleaning up is important to do if you made a mess, but it's not specifically a step in the troubleshooting process.)
10. You have been asked to design a backup solution for your manager's workstation. Which option will be the fastest?
A. Cloud storage.
B. Network storage.
C. Local storage.
D. They are all the same speed.
Local backup solutions will always be faster than network storage or cloud-based solutions. This is because the transfer rate to a local hard disk or optical disc is faster than network connections.
11. What type of computer backup will back up all selected files and then clear the archive bit?
A normal (or full) backup will back up all selected files and then clear the archive bit. An incremental backup will clear the archive bit as well, but it will not back up files that have not been changed since the last backup.
12. You have just installed a new printer on your computer, and while it seems to be recognized by the operating system, it will not print. What is the first source to check for information on the problem?
A. The OS manufacturer's website
B. The printer manufacturer's website
C. Google search
D. Internet technical community groups
Always check the manufacturer's website first. Since it's hardware, check that manufacturer and not the OS manufacturer.
13. You need to run an emergency backup of your computer, and you need it to finish as fast as possible. You just backed up about three weeks ago. Which backup option should you use?
Incremental backups will back up only the files that have changed since the last backup. They are the quickest backups to make.
14. While troubleshooting a Windows computer that may have a bad memory module, the computer freezes and displays a blue screen with white text and a STOP error. What generated that error message?
A. The memory module
STOP errors, also known as the Blue Screen of Death (BSOD), are generated by Windows. The faulty memory module may have caused the error, but Windows generated the message.
15. Ron's computer behaves normally for a time, and then his screen completely freezes up. The mouse and keyboard do not respond. What is the most likely cause of his problem?
A. Faulty video driver
B. Faulty mouse or keyboard driver
C. Failing hard drive
The most likely cause of intermittent hard locks like this is an overheating system. Power the system down, give it a chance to cool off, and then inspect for damage or excessive dust in the fan
16. You are troubleshooting a PC and see a gray text-based message about the boot disk on a black screen. What is the most likely source of this error message?
D. POST card
A black-screen error usually comes from the BIOS, such as a message indicating that the hard disk is not bootable.
17. David is using a laptop that is about four years old. Recently he installed a few new applications, and the system performance is now very slow. Which components are the most likely ones being overworked?
A. HDD and RAM
B. RAM and video card
C. RAM and CPU
D. CPU and NIC
The most likely culprits of a computer slowdown are the processor and the memory. If he can run fewer applications at once, that might help. Otherwise, he might want to consider a computer upgrade.
18. You are asked to troubleshoot a computer, and your friend recommends you take a POST card with you. What can the POST card help you diagnose?
A. Application problems
B. Overheating problems
C. Startup problems resulting in a BIOS error message
D. Startup problems where nothing is displayed on the screen
A POST card is a circuit board you insert into an open slot on the motherboard. It displays a two-digit code to tell you where the system is in the booting process. This is useful when nothing is displayed onscreen.
19. What type of backup will make a copy of all files on the computer, including user files and operating system files, to use in the event of a complete failure?
A. System image
B. Full backup
C. Incremental backup
D. Complete backup
A system image makes a copy of the entire hard drive, which can be used in the case of a complete system failure. It takes a long time to make and you can't restore individual files from one like you can with a normal backup program.
20. You're asked to troubleshoot a PC that's not working properly. You push the power button but don't see anything on the screen or hear any fans spinning. What is the most likely reason?
A. Defective monitor
B. Defective power supply
C. Broken fan
D. Defective network adapter driver
The most likely cause is the power supply, since there are no fans spinning. Of course, don't forget to first check that it's plugged in!