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Q1. A user, Joe, has just finished upgrading his computer with a wireless keyboard/mouse combination, additional memory, installed new speakers, and replaced his 15 inch flat screen with a 24 inch flat screen. When he boots the computer it immediately starts making a loud beeping noise and will go no further in the boot process. Which of Joe’s system upgrades is the cause of the problem?
A. The DVI cable is not properly seated
B. Speakers are not properly connected
C. Battery low on wireless mouse
D. Memory is mismatched
Answer: D
Q2. Ann, a user, has a phablet for personal and work usage. She finds that her phablet starts to exhibit slow performance after a couple of hours and that the problem worsens as the day goes by. If Ann restarts the device, it works fine for a couple of hours and then starts to run slow again. Which of the following is the BEST action to troubleshoot this problem?
A. Check running apps
B. Reset to factory default
C. Disable cloud syncing
D. Replace the device’s battery
Answer: A
Q3. CORRECT TEXT
A technician has just removed malware from a Windows 7 system, but the user reports that every time they type a URL into Internet Explorer to navigate to a search engine the same standard page is being displayed on the browser. The page is asking the user to purchase antivirus software.
Please resolve the problem using the available tools shown.
When you have completed the simulation, please select the done button to submit your answer.
Answer: Please review explanation for detailed answer.
Q4. After being relocated to an enclosed position under a desk, a computer experiences intermittent shutdowns. Which of the following conditions is MOST likely the cause?
A. Power surges
B. Overheating
C. APIPA addressing
D. RF interference
Answer: B
Q5. Which of the following should a technician implement to prevent external contractors from physically plugging devices into the company’s network jacks unless such jacks are designated for guest use?
A. Disable DHCP and assign a static IP address to each network device physically connected to the network.
B. Enable MAC address filtering across all network jacks and record the MAC address of guest devices.
C. Disable all switch ports when they are not utilized and enable them on an as needed basis.
D. Place guest network jacks in public areas and all other jacks in secure areas as needed.
Answer: C
Q6. When dealing with a difficult customer, which of the following is the BEST way to handle the situation?
A. Do not argue with the customer and/or be defensive
B. Use technical terms to assure customer confidence
C. Escalate the customer’s issue to a supervisor
D. Sympathize with the customer about issue
Answer: A
Q7. Ann, an end user, receives a call from someone claiming to be from the help desk and asking for her username and password to prevent her email box from being deleted immediately. Which of the following BEST describes this type of attack?
A. Shoulder surfing
B. Man-in-the-middle
C. Social engineering
D. Ransomware
Answer: C
Q8. A technician is trying to prevent a local application from reaching the web due to security concerns. Which of the following solutions could BEST prevent the application from reaching the web? (Select TWO).
A. Configure the workstation for a static IP
B. Disable all wireless network connections
C. Remove shortcuts to the application
D. Block the application in Windows Firewall
E. Change network location to Work
F. Reroute the web address in HOSTS file
Answer: D,F
Q9. A manager suspects a user has obtained movies protected by copyright using a torrent client. An incident response technician responds and verifies the user has indeed been violating company policy. Which of the following would be the next BEST step for this technician to perform?
A. Secure the workstation in a limited access facility.
B. Document the incident, purge all policy violating materials.
C. Immediately delete all unauthorized materials.
D. Reprimand the user and apply a content filter to their profile.
Answer: A
Q10. A technician is installing Windows 7 on a computer with a previously used hard drive. After receiving an error, the technician realizes the hard drive does not support this install. Which of the following tasks should the technician perform?
A. Partition the hard drive in Extended format.
B. Use Windows Update to download the appropriate driver.
C. Enable Multiboot in the BIOS.
D. Convert the file system to NTFS.
Answer: D
Q11. A technician is tasked with repairing a Windows 7 system including the removal of recently installed files and software. Which of the following system restoration methods would be the LEAST destructive way to achieve this?
A. System Restore
B. System Image Recovery
C. CHKDSK
D. Windows Memory Diagnostic
Answer: A
Q12. A PC technician notices that the printers deployed via a new Group Policy are not showing up on the workstation. Which of the following commands should be run on the PC?
A. extract
B. robocopy
C. gpupdate
D. tasklist
Answer: C
Q13. A technician gets a call from a customer stating that their computer will not boot. They are getting the following error “invalid system disk”. Which of the following should the technician check FIRST?
A. Verify the operating system is installed correctly.
B. Verify that all removable drives are empty.
C. Verify Boot.ini is on the hard drive.
D. Verify the computer will boot into safe mode.
Answer: B
Q14. A customer is reporting a burning smell coming from a CRT monitor. Which of the following should be taken into consideration before attempting to resolve the customer’s issue?
A. Disconnect power before inspecting the CRT power supply
B. CRT monitors should be serviced by qualified personnel
C. Have compressed air available to clear out the debris
D. Wear safely goggles to protect from the cathodes
Answer: B
Q15. A technician is installing a wireless network and wants to limit the signal available outside the building. Which of the following would help accomplish this?
A. Place directional antennas
B. Use omni-directional antennas
C. Enable MAC filtering
D. Disable SSID broadcast
Answer: A