Chapter 11 Quiz Troubleshooting Methodology and Resolving Core Hardware

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You have discovered a fix for a broken laptop. Before implementing changes, what should
you consider, according to the best practice methodology?

A. The user's budget
B. Company reputation
C. Upgrade feasibility
D. Corporate policies
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Terms in this set (20)
You have discovered a fix for a broken laptop. Before implementing changes, what should
you consider, according to the best practice methodology?

A. The user's budget
B. Company reputation
C. Upgrade feasibility
D. Corporate policies
Corporate policies

Explanation: According to the best practice methodology, you should always consider corporate policies, procedures, and impacts before implementing changes. The user's budget, company reputation, and upgrade feasibility are not mentioned in the best practice methodology to resolve problems.
When a user turns on their desktop computer, nothing appears on the screen. They hear three
long beeps, followed by three short beeps and three long beeps. What should you do as a
next step?

A. Replace the motherboard.
B. Replace the RAM.
C. Replace the CPU.
D. Look up the beep code on the manufacturer's website.
Look up the beep code on the manufacturer's website.

Explanation: This system is producing a beep code and not completing the POST process. Different BIOS manufacturers use different beep codes. Look up this beep code on the manufacturer's website before replacing any hardware.
You are identifying the problem while troubleshooting a network issue. Which of the following are proper steps to help identify the problem? (Choose all that apply.)

A. Inquire regarding infrastructure changes.
B. Conduct internal or external research based on symptoms.
C. Refer to the vendor's instructions for guidance.
D. Determine the next steps to resolve the problem.
E. Gather information from the user and identify user changes to the computer
Inquire regarding infrastructure changes. Gather information from the user and identify user changes to the computer

Explanation: The two sub-steps to identify the problem are: gather information from the user and identify user changes to the computer, and inquire regarding environmental or infrastructure changes. Conducting internal or external research is part of establishing a theory of probable cause. Referring to the vendor's instructions for guidance is part of establishing a plan of action to resolve the problem. Determining the next steps to resolve the problem is part of testing the theory to determine the cause.
A field technician reports back that the computer they are troubleshooting has exposed distended. Which component has most likely failed?

A. Power supply
B. Motherboard
C. CPU
D. RAM
Motherboard

Explanation: Capacitors store energy and are located on the motherboard and inside the power supply. Since the capacitors are exposed, it likely means the technician is seeing the problem on the motherboard. CPUs and RAM do not have capacitors.
You are using the best practice methodology to troubleshoot a video problem. During which step should you question the obvious?

A. Test the theory to determine cause.
B. Establish a theory of probable cause.
C. Identify the problem.
D. Establish a plan of action to resolve the problem.
Establish a theory of probable cause.

Explanation: The second step in the best practice methodology is to establish a theory of probable cause (question the obvious). While it makes sense to question the obvious at all times during troubleshooting, it officially falls under this step in the best practice methodology.
You are solving a problem with a desktop computer that was caused by human error. When is the appropriate time to implement preventive measures, according to the best practice methodology?

A. When documenting findings, actions, and outcomes
B. When testing the theory to determine cause
C. When verifying full system functionality
D. When questioning the user to identify user changes
When verifying full system functionality

Explanation: The fifth step in the best practice methodology is to verify full system functionality and, if applicable, implement preventive measures. This step occurs after a plan of action to resolve the problem has been established and before findings, actions, and outcomes have been documented.
You are troubleshooting a Windows-based desktop computer that is experiencing unexpected shutdowns. Which of the following would be a good next step to resolve the issue? (Choose two.)

A. Replace the motherboard, CPU, and RAM to see if it resolves the problem.
B. Replace the RAM to see if it resolves the problem.
C. Reinstall Windows to see if it resolves the problem.
D. Replace the CPU to see if it resolves the problem.
Replace the RAM to see if it resolves the problem. Replace the CPU to see if it resolves the problem.

Explanation: Intermittent shutdowns are hard to troubleshoot but are most likely hardware related. When troubleshooting, always make one change at a time to try to resolve the issue. Replacing the RAM or the CPU to see if it resolves the problem could be a good next step, but replacing three components at once is too many changes unless you have specific reason to believe it is all three. Reinstalling Windows is probably overkill as well. Narrow down the issue before implementing sweeping solutions such as that.
When a desktop computer boots up, there is no video on the LCD monitor, just a blank
screen. The system makes one beep when it powers on, and air is coming out of the case fan. What is the most likely cause of the problem?

A. The motherboard has failed.
B. The video card has failed.
C. The monitor is disconnected.
D. The CPU or RAM has failed.
The monitor is disconnected.

Explanation: When troubleshooting, always question the obvious. In this case, the system beeps once, which is usually a signal from the BIOS that POST completed successfully and air is coming from the system fan. All of that appears to be normal. Check to see that the monitor is connected properly to the desktop computer and that it's receiving power.
You have implemented a solution that resolved an audio problem on a laptop computer. Following the best practice methodology, what is the next step to take?

A. Document findings, actions, and outcomes.
B. Verify full system functionality and, if applicable, implement preventive measures.
C. Establish a plan of action to resolve the problem.
D. Review system and application logs.
Verify full system functionality and, if applicable, implement preventive measures.

Explanation: The fourth step in the best practice methodology is to establish a plan of action to resolve the problem and implement the solution, which was done already. The next step is to verify full system functionality and, if applicable, implement preventive measures. The final step is to document findings, actions, and outcomes. Reviewing system and application logs is part of identifying the problem, which is the first step.
You are training a class of new technicians on troubleshooting motherboard issues. Which of the following are issues most likely caused by a failing CMOS battery? (Choose two.)

A. BIOS time and setting resets
B. Attempts to boot to the incorrect device
C. Intermittent device failure
D. BSOD/pinwheel errors
BIOS time and setting resets, Attempts to boot to the incorrect device

Explanation: When the system is powered off, BIOS settings on a motherboard are maintained by the CMOS battery. If the battery fails, the system will likely forget the BIOS time and date settings and the boot order configuration. Replacing the CMOS battery will resolve the issue.
A desktop computer is experiencing continuous reboots. It gets to the BIOS screen and then reboots every time. Which two components are most likely to cause this problem? (Choose two.) A. Power supply B. RAM C. CPU D. MotherboardCPU, Motherboard Explanation: Continuous reboots are most likely caused by the motherboard or CPU failing. It's possible it's the RAM, but less likely. The power supply is the least likely cause of the problem in this scenario.You have fixed a printer problem and verified full functionality. What is the next step to take in the best practice methodology? A. Document findings, actions, and outcomes. B. Conduct internal or external research. C. Review system and application logs. D. Establish a theory of probable cause.Document findings, actions, and outcomes. Explanation: After verifying full system functionality and implementing preventive measures as needed, the final step in the best practice methodology is to document findings, actions, and outcomes.A user pushes the power button on their desktop computer but nothing happens. They double-check that it is plugged in and that the wall outlet is working properly. Which components are most likely to cause this problem? (Choose two.) A. Power supply B. Motherboard C. Power cord D. CPU E. RAMPower supply, Power cord Explanation: If the wall outlet is functioning and the power cable is connected properly (always check the obvious), then the most likely culprits are the power supply or the power cord. The motherboard, CPU, and RAM are unlikely to cause a complete power failure in a computer.A technician who has been troubleshooting a computer tells you that the system is having problems with overheating. Which component is most likely to cause this issue? A. Power supply B. Motherboard C. CPU D. RAMCPU Explanation: The processor runs the hottest of all computer components and is the most likely to overheat. Motherboards and RAM don't generate a lot of heat. Power supplies most often have fans to help dissipate heat, and they don't run as hot as CPUs.You turn on a desktop computer and it fails to boot. You hear a rhythmic ticking coming from inside the case. What is most likely the problem? A. Failed hard drive B. Failed motherboard C. Failed CPU D. Failed RAM E. A bombFailed hard drive Explanation: Only components with moving parts can make ticking or clicking noises. (Bombs can too, but hopefully you recognized that as a fake answer!) This question assumes that the hard drive is an HDD and not an SSD, but none of the other components would make a ticking noise.You are using the best practice methodology to troubleshoot a printer. During which phase of the methodology should you use external research based on the symptoms? A. Identify the problem. B. Establish a plan of action to resolve the problem. C. Establish a theory of probable cause. D. Implement preventive measures.Establish a theory of probable cause. Explanation: The second step in the best practice methodology is to establish a theory of probable cause (question the obvious). As part of that, if necessary, conduct external or internal research based on symptoms.When you turn on a desktop computer, you hear a loud squealing noise coming from inside the case. Which components are potential culprits for making the noise? (Choose all that apply.) A. CPU fan B. Power supply fan C. HDD D. SSD E. CPU F. RAMCPU fan, Power supply fan, HDD Explanation: Only components with moving parts can make ticking, clicking, or squealing noises. It's probably a fan of some sort (such as the CPU fan or power supply fan), or it could be a conventional hard drive. SSDs, CPUs, and RAM do not have moving parts and therefore could not be causing this problem.A user complains of smoke and a foul odor coming from their desktop computer, so they shut it down. Which component is most likely causing the problem? A. Power supply B. RAM C. CPU D. MotherboardPower supply Explanation: Smoke and foul odors such as burning smells are not normal for computers! The most likely component causing the problem is the power supply. With the system off, open the computer case (not the power supply case!) to examine the inside for possible physical damage.A Windows user complains that their computer keeps crashing. What is the proprietary crash screen they are most likely seeing? A. Stop sign B. Pinwheel C. BSOD D. Black screenBSOD Explanation: When Windows-based systems crash, as can happen due to a memory, CPU, or motherboard problem, they will most likely display a Blue Screen of Death (BSOD). The good news is that the BSOD can often provide useful information, such as an error code, to help troubleshoot the problem. There is no stop sign proprietary crash screen, and the pinwheel is used in macOS. A black screen may indicate a system crash but is not proprietary to one operating system.You have been troubleshooting a laptop for an hour and have established a theory of probable cause for the problem. What is the next step you should take? A. Test the theory to determine cause. B. Document findings, actions, and outcomes. C. Verify full system functionality and implement preventive measures. D. Establish a plan of action to resolve the problem.Test the theory to determine cause Explanation: The second step in the best practice methodology to resolve problems is to establish a theory of probable cause, which has been done here. The next step is to test the theory to determine the cause. After that, establish a plan of action to resolve the problem, verify full system functionality, and document findings.