IT Essentials v5.0 Chapters 1-6 Checkpoint Exam Answers

1. Which wireless security procedure should be used to hide the WLAN ID from wireless clients?

Configure WEP only on the access point.
Disable the broadcast of the SSID on the access point.*
Decrease the antenna spectrum on each wireless client.
Configure MAC address filtering on the access point.
Install WAP on the wireless clients.

2. When upgrading a CPU, what must be applied between the new CPU and the heat sink/fan?

Adhesive gel or paste
Penetrating oil
Thermal compound*
Lubricating grease

3. After a Windows operating system has been installed, which program would a technician use to select the programs that will run at startup?

Task Manager

4. What is the default file system used during a fresh installation of Windows 7?


5. Which type of device would be used on a laptop to verify the identity of a user?

A biometric identification device*
A MIDI device
A touch screen
A digitizer

6. What can a technician do to help protect wireless network equipment from the effects of RFI?

Lower the humidity level.
Keep the equipment plugged into a surge protector.
Keep the equipment on an antistatic mat.
Remove cordless telephones from the area.*

7. What are two consequences of setting an incorrect boot order in the system BIOS? (Choose two.)

The computer displays an ‘Inaccessible Boot Device’ error after POST.
The computer displays an ‘Invalid Boot Disk’ error after POST.*
The computer continually restarts without displaying the desktop.
The computer displays a ‘Missing NTLDR’ error after POST.*
The computer locks up without any error messages.

8. A network technician has been asked to determine the best Internet connection for a branch office located in a new metropolitan office building. Which connection would provide the highest bandwidth and reliability at the lowest cost?


9. Why does a technician wear an antistatic wrist strap?

To prevent damage to electronic components inside the computer*
To be grounded while working on the computer
To keep sensitive computer components dust-free before installation
To use the power supply of the computer to store static electricity

10. When installing a network adapter into a client computer, a technician notices that the contacts on the adapter need to be cleaned. Which solution should the technician use to clean the contact?

Glass cleaner
Slightly abrasive cleanser
Mild detergent
Isopropyl alcohol*

11. Which location on a hard disk is used by the BIOS to search for operating system instructions in order to boot a PC?

The Windows partition
The logical drive
The active partition*
The extended partition

12. A technician is troubleshooting a computer that is experiencing hardware failure detected by the BIOS. What is one way this failure is indicated?

The computer returns an error message that indicates the I/O address of the failing device.
The computer automatically boots into Safe Mode and displays a warning on the screen.
The computer emits a pattern of beeps indicating the failing device.*
The screen flashes with a red background and displays a warning message.


Refer to the exhibit. Which two port types are shown in the graphic?


14. What is the purpose of RAID adapters?

To provide enhanced audio and graphic capabilities
To connect multiple storage devices for redundancy or speed*
To allow older PCI technology expansion slots to be used
To connect peripheral devices to a PC to improve performance

15. A technician has installed a new sound card in a PC but it is not operating correctly. Where should the technician look to investigate driver problems?

My computer
Computer Management
Device Manager*
System Tools

16. After a computer is powered on, Windows 7 fails to start. What initial procedure would a technician use to deal with this failure?

Boot from a Windows 7 installation media and access the System Restore utility.*
Access the Control Panel and choose Restore Files from Backup from the System and Security menu.
Create a System Repair Disc and restore the image.
Press the F2 key during the boot process and start the computer is Safe Mode.

17. A technician wants to create a new partition on a new additional hard drive. Which tool should be used?

Disk Management*
Disk Defragmenter
Device Manager

18. A technician notices that an application is not responding to commands and that the computer seems to respond slowly when applications are opened. What is the best administrative tool to force the release of system resources from the unresponsive application?

System Restore
Event Viewer
Task Manager*
Add or Remove Programs

19. Which key or key sequence pressed during the boot process will allow a user to start a Windows PC using the last known good configuration?

Windows key

20. Which Windows hard drive partition is commonly referred to as the C: drive?

The first primary partition*
The first extended partition
The first logical partition
The first volume partition

21. A technician needs to purchase a new video adapter for a computer. In addition to performance and price, which factor should be considered when selecting the adapter?

Type of installed hard drive
Motherboard manufacturer
Expansion slot type*
Amount of installed system memory

22. A computer user complains of a computer that freezes up after about five minutes of use. The technician checks the computer BIOS to see if there might be a configuration problem that is causing the computer to behave consistently in this manner. While the technician is reviewing the information, the computer once again freezes. What is the probable cause of the computer problem?

The CPU fan is not functioning.*
The BIOS is corrupt.
The hard drive is failing.
The CMOS battery has failed.

23. A technician has replaced the batteries in all the company laptops. Which source will have information on the proper disposal requirements for the old batteries?

OSHA web site
The website of the laptop manufacturer
Local environmental regulations*

24. Where would a technician configure a PC to boot from a CD-ROM?

Control Panel
My Computer
BIOS Settings*
Start Menu
Device Manager

25. A technician just terminated some fiber optic cable and needs to properly dispose of the hazardous waste created during the termination. Where should the technician look for the proper disposal method for the waste?


26. A school is adding computers to a classroom that has none. What type of LAN would the school choose to take advantage of commonly implemented wired technologies?

Token Ring

27. A customer has a computer for a home business, but wants to have another computer as a web server. What would be the best solution for the customer to share the monitor, mouse, and keyboard between the two computers?

multipurpose device
access point
KVM switch*
network switch
USB hub

28. What is the default TCP destination port number or number combination that is used for SSH connections?


29. A technician installed a network adapter in a computer and wants to test network connectivity. The ping command can receive responses from workstations on the same subnet but not from remote workstations. What could be causing the problem?

The NIC driver is out of date.
The default gateway is incorrect.*
The operating system is not compatible with the remote sites.
The TCP/IP protocol stack is not loaded.

30. Which product is recommended to remove the dust from inside a computer?

compressed air*
household vacuum cleaner
damp cloth
dry cloth

31. Which command should a computer technician use on a PC to restore protected system files with known good versions?


32. The current IP configuration of a medium size company with several subnets is done manually and is time-consuming. Because of increased network growth, a technician needs a simpler way for IP configuration of workstations. Which service or protocol would simplify the workstation IP configuration task?


33. What are the four layers in the TCP/IP reference model?

application, presentation, internet, network access
application, transport, internet, data link
application, transport, internet, network access*
application, presentation, session, transport
physical, data link, internet, transport

34. A PC that running the Windows 7 operating system has slowed down over a period of time and now takes a long time to launch applications and open various documents. What can be done to remedy the problem?

Dr. Watson
System Restore
Disk Defragmenter*

35. A computer is assigned an IP address of What can be said about the computer, based on the assigned address?

it cannot communicate outside its own network.*
it has a public IP address that has been translated to a private IP address.
it can communicate on the local network as well as on the Internet.
it can communicate with networks inside a particular company with subnets.

36. A user complains about being unable to connect to the wireless network. Which two actions should be part of troubleshooting the wireless connection? (Choose two.)

Verify in the laptop software whether any wireless networks are detected.*
Verify that the laptop is plugged into an electrical outlet.
Reconfigure TCP/IP settings on the laptop.
Try moving the laptop to different places to see if a signal can be detected.*
Reinsert the laptop battery.

37. Which recommendation should be observed when replacing existing memory?

The new memory should exceed the capacity of the hard drive.
The new memory should operate at the same speed as the hard drive.
The new memory should be as fast or faster than existing memory.*
The new memory should be as fast or faster as the cache found in the processor.

38. A network specialist has been hired to install a network in a company that assembles airplane engines. Because of the nature of the business, the area is highly affected by electromagnetic interference. Which type of network media should be recommended so that the data communication will not be affected by EMI?

fiber optic*

39. A company is expanding its business to other countries. All branch offices must remain connected to corporate headquarters at all times. Which network technology is required to support this scenario?


40. Which step in the troubleshooting process is important to help avoid repeating repair processes that were performed previously?

implementation of the solution
documentation of the problem and its solution*
preparation of a plan of action
identification of the problem

41. Which two connectors are DVI connectors? (Choose two.)

42. What are three main characteristics of a Windows 64-bit operating system?

The 64-bit operating system memory management system enhances program performance.*
The 64-bit operating system can recognize more than 128 GB of RAM.*

The 64-bit operating system has fewer registers to manage applications.
The 64-bit operating system has additional security features.*
The 64-bit operating system has a built-in virtualization mode.
The 64-bit operating system runs on a RISC chip architecture.

43. What is an example of PC virtualization?

sharing video and music files in a homegroup network
running an instance of Windows Vista from inside a Windows 7 OS*
configuring a small network to allow an application to be accessed by other PCs in the office
setting up a peer-to-peer network so that a laser printer can be accessed by all workstations

44. A specific computer has an issue that could not be resolved by the help desk technician. The on-site technician finds that Windows updates have been disabled. The technician re-enables the update service, configures the computer for automatic updates, downloads and installs all missing updates, ensures the computer boots successfully, and verifies with the customer that the issue has been resolved. Which step, if any, is next?

Document the findings, actions, and outcomes.*
Establish a plan of action to resolve the problem and implement the solution.
Verify full system functionality and, if applicable, implement preventive measures.
Test the theory to determine the cause.
No further action needed.

45. A technician is designing a hardware preventive maintenance plan for a company. Which strategy should be included in the plan?

Omit performing maintenance operations on components until the equipment malfunction.
Schedule and document routine maintenance tasks.*
Avoid performing maintenance operations on plug and play devices that are controlled by the operating system.
Only clean equipment that is requested by the customer.

46. A helpdesk technician takes a call, “Good morning, this is the helpdesk. My name is Greg. How may I help you today?” The frantic caller states, “My computer will not turn on and I have a presentation in 15 minutes.” The technician responds, “Now calm down and let us see what we can do.” The technician then proceeds to lead the caller through the process of checking power cables and power lights. Which troubleshooting step is being used at this point?

Identify the problem.*
Establish a plan of action to resolve the problem.
Implement a solution.
Verify full system functionality and, if applicable, implement preventive measures.
Establish a theory of probable cause.

47. On a computer that will not boot, which two actions are recommended in the troubleshooting process after verifying the obvious issues such as power to the computer and display, non-bootable media, and the BIOS boot order options? (Choose two.)

Reinstall the operating system.
Remove unnecessary peripherals.*
Replace computer components one at a time until the problem is solved.
Reset the BIOS settings to factory default.
Use the Last Known Good Configuration.*
Reinstall the user applications.

48. Which type of standard interface allows users to connect and disconnect peripheral devices while the computer is running without having to restart?


49. What is the most important reason for the company that the preventive maintenance be done?

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

50. What is the distance limitation of a single data run for UTP cabling without adding networking devices?

33 ft (10 m)
100 ft (31 m)
330 ft (100 m)*
500 ft (154 m)

IT Essentials v5.0 Chapter 6 Exam Answers


Which network device makes forwarding decisions based on the destination MAC address that is contained in the frame?


A customer is considering a multipurpose device to create a home network. Which three devices are usually integrated into a multipurpose network device? (Choose three.)

email server
web server
wireless access point*
print server

Which technology would be recommended for a business that requires workers to access the Internet while visiting customers at many different locations?


When is a dial-up connection used to connect to an Internet provider?

when a high-speed connection is provided over a cable TV network
when a digital connection is provided using ISDN
when a regular telephone line is used*
when a cellular telephone provides the service

Which type of connection to the Internet is capable of the fastest transfer rates?


Which statement describes the logical topology for a LAN?

It describes how computers access the LAN medium.*
It depicts the locations of main routers and switches in a LAN.
It lists the number of computers, routers, and switches on the LAN.
It defines how computers connect to a LAN.

ABC Company requires preventive maintenance for all local network cabling once a year. Which task should be included in the preventive maintenance program?

Replace all labeling on the cables.
Replace all cable supports to prevent loose attachment points.
Disconnect and reconnect all patch cables.
Inspect all patch cables for breaks.*

What is an example of network maintenance?

immediately turning off a network device if the network device is making an unusual sound
educating users on IT policies and procedures*
using cable supports to identify the devices to which the cables are connected
not doing preventive maintenance regularly if the maintenance interrupts network activity

A technician is troubleshooting a problem where the user claims access to the Internet is not working, but there was access to the Internet the day before. Upon investigation, the technician determines that the user cannot access the network printer in the office either. The network printer is on the same network as the computer. The computer has assigned as an IP address. What is the most likely problem?

The router that connects this network to other networks is down.
The network interface card driver needs to be updated.
The IP default gateway on the computer is incorrect.
The computer cannot communicate with a DHCP server.*

Which technology is most often used to connect devices to a PAN?

IEEE 802.11n wireless
fiber optic cabling
coaxial cabling

Which three layers of the OSI model map to the application layer of the TCP/IP model? (Choose three.)

data link

A device has an IPv6 address listed as 2001:0DB8:75a3:0214:0607:1234:aa10:ba01. What is the interface ID of the device?


What is a characteristic of the UDP protocol?

low overhead*
error correction
guaranteed delivery
end-to-end establishment before delivery

What would be a disadvantage of configuring a wireless router or access point to operate only in accordance with the 802.11g protocol standard?

802.11a wireless devices will not be able to connect to the wireless network.*
The 802.11g standard does not support static IP addressing.
The 802.11g standard does not support advanced network security features.
Using only 802.11g will cause multiple SSIDs to be broadcast.

What is the maximum segment length that is specified by the 1000BASE-T standard?

1640 ft (500 m)
984 ft (300 m)
328 ft (100 m)*
3280 ft (1000 m)
607 ft (185 m)

Which two characteristics describe Ethernet technology? (Choose two.)

It is supported by IEEE 802.3 standards.*
It is supported by IEEE 802.5 standards.
It typically uses an average of 16 Mb/s for data transfer rates.
It uses a ring topology.
It uses the CSMA/CD access control method.*

Which three factors are reasons for a company to choose a client/server model for a network instead of peer-to-peer? (Choose three.)

The company network requires secure access to confidential information.*
Each user understands how to safely share files across a network.
All employees passed a strict background check as part of the corporate hiring practices.
The data gathered by the employees is critical and should be backed up on a regular basis.*
The network is small with fewer than eight users.
The users need a central database to store inventory and sales information.*

What benefit is provided by a computer data network?

increased security
decentralized administration
resource sharing*
simplified troubleshooting

When would a printer be considered a network host?

when it is connected to a workstation
when it is connected to a laptop
when it is connected to a switch*
when it is connected to a PC

A user can print to a printer that is on the same network, but the traffic of the user cannot reach the Internet. What is a possible cause of the problem?

The PC default gateway address is missing or incorrect.*
The NIC on the PC is faulty.
The PC has an incorrect IP address.
The network cable connected to the user PC is faulty.

What is identified by the 100 in the 100BASE-TX standard?

the maximum cable distance in meters
the series number of the standard
the maximum number of network nodes
the maximum bandwidth in Mb/s*

A user installs a new gigabit NIC in a PC. The user notices that the data transfer rate is much slower than expected. What should the user do to fix the problem?

Change the NIC duplex setting from half duplex to full duplex.*
Disable sleep mode.
Disable hibernation mode.
Change the value assigned to the NIC wake-on-LAN setting.

A company adds a few refurbished computers to a network. The company finds, however, that the refurbished computers perform significantly worse than the original networked computers do. The original computers performed much faster with applications that required the transfer of data over the network. What should the company technicians do?

Check if the refurbished computers are using a VPN.
Check if the network interface cards in the refurbished computers are limited to 10 Mb/s.*
Check if subnet mask is correct.
Check if the gateway address is correct.

IT Essentials v5.0 Chapter 5 Exam Answers

What are two features of the active partition of a hard drive? (Choose two.)

The active partition must be a primary partition.*
Up to four primary partitions can be marked as active.
The operating system uses the active partition to boot the system.*
The active partition may include the manufacturer recovery partition.
An active partition must be assigned C: as the drive letter.

Which Windows administrative tool displays the usage of a number of computer resources simultaneously and can help a technician decide if an upgrade is needed?

Performance Monitor*
Component Services
Event Viewer

A Windows computer locks with a stop error during startup then automatically reboots. The rebooting is making it difficult to see any error messages. What can be done so that the error messages can be viewed?

Use the Event Log and other diagnostic utilities to research the stop error messages.
View the error messages and recover the system using the System Image Recovery tool.
In Safe Mode use the Advanced Startup Options menu to disable the auto restart function.*
Use the Last Known Good Configuration option to restart the operating system.

What are two functions of an operating system? (Choose two.)

web browsing
controlling the BIOS
controlling hardware access*
managing applications*
flow chart editing
program compilation
text processing

What two terms can be used to describe the Windows Virtual PC? (Choose two.)

system resource management
server consolidation
Virtual Machine Manager*
operating system sharing

A technician has loaded an incorrect video driver on a Windows 7 computer. How can the technician revert to a previous driver?

Select the video adapter card Properties in Device Manager, select the Driver tab, and click Roll Back Driver.*
Use the Devices and Printers control panel to right-click on the monitor, and select Properties.Select Roll Back Driver.
Select Create a Restore Point from System Tools.
Use regedit to remove the information about the graphics driver from the registry.

Which two Windows utilities can be used to help maintain hard disks on computers that have had long periods of normal use? (Choose two.)

Disk Cleanup*
Disk Format
Disk Maintenance
Disk Partition
Disk Defragmenter*

Which command is used from the Windows command prompt to schedule a program to run at a specific time?


A user notices that some of the programs that are installed before upgrading to Windows 7 no longer function properly after the upgrade. What can the user do to fix this problem?

Run the programs in Compatibility Mode.*
Lower the UAC setting in the Change User Account Control settings dialog box of the User Accounts control.
Use the System Restore utility.
Update the driver for the graphics card.

A technician notices that a program that is listed in the registry of a Windows computer is not found on that computer. What is a possible solution to the problem?

Restore the file from the installation media.
Run fdisk /mbr from the command prompt.
Restore the boot.ini file from the installation media.
Reinstall the application. Then, run the uninstall program.*

Which Windows 7 feature allows a user to view the contents of the desktop by moving the mouse to the right edge of the taskbar?

thumbnail previews
jump lists
Aero Peek*

A computer with the Windows 7 operating system fails to boot when the system is powered on. The technician suspects that the operating system has been attacked by a virus that rendered the system inoperable. What measure could be taken to restore system functionality?

Run chkdsk on the affected drive to restore system files to their post-installation state.
Use an incremental backup to restore the system.
Use a system image that was created prior to the failure to restore the system.*
Use a differential backup to restore the system.

After upgrading a computer to Windows 7, a user notices that the UAC (User Account Control) panel appears more frequently. How can the user reduce the frequency with which the UAC appears?

Replace the graphics card with one that meets the minimum hardware requirements for Windows 7.
In the Performance Options dialog box of the Performance Information and Tools control panel, choose Adjust for Best Performance.
Lower the UAC setting in the Change User Account Control settings dialog box of the User Accounts control panel.*
Reinstall all user programs in Compatibility Mode.

How much RAM can theoretically be addressed by a 64-bit operating system?

32 GB maximum
64 GB maximum
16 GB maximum
4 GB maximum
128 GB or more*

What is the term for the ability of a computer to run multiple applications at the same time?


A Windows XP system is unable to boot properly. What is the procedure to use to boot this system into Safe Mode?

Reboot the system and press Del or F2 depending on the system.
Reboot the system, press and hold F8 until a menu is displayed, and then choose Safe Mode.*
From the command prompt run the shutdown -r -s command.
Run the MSCONFIG utility and choose the option Selective Startup.

A technician has installed a new video driver on a Windows XP computer and now the monitor shows distorted images. The technician needs to install a different video driver that is available on a network server. What startup mode should the technician use to access the driver on the network?

Debugging Mode
Safe Mode
Safe Mode with Networking*
Safe mode with Command Prompt

A technician needs to upgrade the file system on a Windows XP computer from FAT32 to NTFS without losing user data. Which course of action should be taken to upgrade the file system to NTFS?

Use the Disk Management utility to convert the drive from Basic to Dynamic, which changes the file system to NTFS automatically.
Reformat all of the existing partitions and use the NTFS file system.
Run the CONVERT.EXE utility to convert the file system to NTFS.*
Reinstall Windows XP and to format the drive choose NTFS when prompted.

To which category of hypervisor does the Microsoft Virtual PC belong?

Type 1
Type 2*
Type 3
Type 4

A college uses virtualization technology to deploy information security courses. Some of the lab exercises involve studying the characteristics of computer viruses and worms. What is an advantage of conducting the lab exercises inside the virtualized environment as opposed to using actual PCs?

The viruses and worms will have limited functionality inside the virtualized environment.
Virus and worm attacks are more easily controlled in a virtualized environment, thus helping to protect the college network and its devices from attack.*
The virtualization environment has better tools to develop mitigation solutions.
The lab exercises are performed faster inside of the virtualized environment.

What are two advantages of the NTFS file system compared with FAT32? (Choose two.)

NTFS is easier to configure.
NTFS provides more security features.*
NTFS supports larger files.*
NTFS allows faster access to external peripherals such as a USB drive.
NTFS allows faster formatting of drives.
NTFS allows the automatic detection of bad sectors.

Which two statements are true about restore points? (Choose two.)

A technician should always create them after updating the operating system.
They are useful to restore the computer to an earlier time when the system worked properly.*
They recover personal files that have been corrupted or deleted.
They contain information about the system and registry settings that are used by the Windows operating system.*
They back up personal data files.

A user notices that a PC is running slowly and exhibits a delayed response to keyboard commands. What is a probable cause of this symptom?

The video card does not support the resolution that is being used.
A recently installed device driver is incompatible with the boot controller.
A process is using most of the CPU resources.*
One or more program files have been deleted.


What would be the result of having a corrupt Master Boot Record?

The printer will function incorrectly.
The operating system will fail to start.*
A new application will fail to install.
The keyboard will be unresponsive to the user.

IT Essentials v5.0 Chapter 4 Exam Answers

Which task should be part of a software maintenance routine?

Check for and secure any loose cables.
Remove dust from the power supply.
Defragment the hard drive.*
Back up the data, reformat the hard drive, and reinstall the data.

What is the purpose of documenting the information that is obtained from the customer in the work order?

to create a centralized database of possible problems
to use the information for marketing purposes
to keep track of parts that are ordered
to use the information to aid in solving the problem*

What is a recommended procedure to follow when cleaning computer components?

Blow compressed air on cooling fans so that they will spin when dust is being removed.
Hold cans of compressed air upright while spraying.*
Use window cleaner on LCD screens.
Remove the CPU before cleaning.

After a technician tests a theory of probable causes, what two actions should the technician take if the testing did not identify an exact cause? (Choose two.)

Establish a new theory of probable causes.*
Document each test tried that did not correct the problem.*
Test all remaining possible causes starting with the most complex.
Use a top down approach to isolate the cause of the problem.
Randomly replace components one at a time until the problem is solved.

Which device is most likely to be affected by an incorrect setting saved in CMOS or an incorrect jumper setting?

hard drive*
power supply

A technician is performing hardware maintenance of PCs at a construction site. What task should the technician perform as part of a preventive maintenance plan?

Develop and install forensic tracking software.
Perform an audit of all software that is installed.
Remove dust from intake fans.*
Back up the data, reformat the hard drive, and reinstall the data.

A user has opened a ticket that indicates that the computer clock keeps losing the correct time. What is the most likely cause of the problem?

The CPU needs to be overclocked.
The operating system needs to be patched.
The CMOS battery is loose or failing.*
The motherboard clocking crystal is damaged.

Which two common computer problems could cause a motherboard to short-circuit? (Choose two.)

a dusty CPU fan
a loose PATA cable
loose case screws*
bent drive cable pins
unseated adapter cards*

An employee reports that each time a workstation is started it locks up after about 5 minutes of use. What is the most likely cause of the problem?

The hard disk is failing.
The RAM is malfunctioning.
The CPU experiences overheating.*
The power supply fails to provide adequate voltage and current.

An employee reports that the antivirus software cannot obtain updates. The support technician notices that the license for the software has expired. The technician adds a new license to the software and completes the update service. What should the technician do next?

Record the new license number in the log.
Download advanced antivirus software from another vendor.
Run a full virus scan on the computer.*
Review the Event Viewer for the date and time that the last software update was performed.

Which two items could be used to help establish a plan of action when resolving a computer problem? (Choose two.)

BIOS diagnostics
a multimeter
the computer repair history log*
a loopback plug
the computer manual*

After a new PCIe video card is added, the computer seems to boot successfully but it will not display any video. The computer was working properly before the new video card was installed. What is the most likely cause of the problem?

The monitor cable is faulty.
The saved CMOS settings are set to use the built-in video adapter.*
The PC does not have enough RAM to support the new video card.
The new video card is not compatible with the CPU in the PC.

A scientific expedition team is using laptops for their work. The temperatures where the scientists are working range from -13 degrees Fahrenheit (-25 degree Celsius) to 80 degrees Fahrenheit (27 degrees Celsius). The humidity level is around 40 percent. Noise levels are low, but the terrain is rough and winds can reach 45 miles per hour (72 kilometers per hour). When needed, the scientists stop walking and enter the data using the laptop. Which condition is most likely to adversely affect a laptop that is used in this environment?

the wind
the rough terrain
the humidity
the temperature*

What is part of creating a preventive maintenance plan?

performing hardware upgrades
performing a forensic audit of security breaches
documenting the details and frequency of each maintenance task*
discarding all replaced parts

What is the preferred method to remove a disc from an optical drive that fails to eject the disc?

Remove the top of the drive enclosure.
Send the drive to an authorized repair depot.
Insert a pin into the small hole on the front of the drive.*
Use a small screwdriver and pry the drive door open.

A customer reports that recently several files cannot be accessed. The service technician decides to check the hard disk status and the file system structure. The technician asks the customer if a backup has been performed on the disk and the customer replies that the backup was done a week ago to a different logical partition on the disk. What should the technician do before performing diagnostic procedures on the disk?

Install a new hard disk as the primary disk, then make the current disk a slave.
Perform file restore from the existing backup copy at the logical partition.
Run the CHKDSK utility.
Back up the user data to a removable drive.*

During the process of testing a theory of several probable causes to a problem, which should be tested first?

the easiest and most obvious*
those chosen by random selection
the most complex and difficult to diagnose
those the customer believes to be the most important

During the troubleshooting of a PC that will not boot, it is suspected that the problem is with the RAM modules. The RAM modules are removed and put into another PC, which successfully powers on. The RAM modules are then put back into the original PC and it now successfully powers on as well. What was the most likely cause of the problem?

The RAM modules were not seated firmly.*
The RAM modules were inserted backwards into the DIMM slots.
The RAM modules did not match the PC specs.
The RAM modules have bad blocks.

Which component can be easily damaged by the direct spray of compressed air when cleaning the inside the computer case?

cable connectors
power supply
heat sink

Which step of the six-step troubleshooting process is where a technician would ask the computer user to print a document on a newly installed printer?

Test the theory to determine the cause.
Verify full system functionality and, if applicable, implement preventive measures.*
Establish a theory of probable cause.
Document findings, actions, and outcomes.
Establish a plan of action to resolve the problem and implement the solution.
Identify the problem.

Which two types of data should be backed up before troubleshooting a computer for a customer? (Choose two.)

Windows operating system files
BIOS system file
Internet Explorer favorites files*
driver files for the hard disk
documents that are created by the customer*

A web designer installed the latest video editing software and now notices that when the application loads, it responds slowly. Also the hard disk LED is constantly flashing when the application is in use. What is a solution to solve the performance problem?

replacing the hard disk with a faster model
upgrading to a faster CPU
replacing the video card with a model that has a DVI output
adding more RAM*

IT Essentials v5.0 Chapter 3 Exam Answers

A technician is troubleshooting a PC that will not boot. When the PC is powered on, it emits a series of beeps and indicates that the BIOS settings have changed and need to be reconfigured. The technician reconfigures the BIOS settings, saves them, and the computer boots. Later when the PC is powered off and back on again, the same error message appears, and all the BIOS changes are gone. What should the technician do to fix the problem?

Reseat the RAM.
Replace the motherboard.
Upgrade the BIOS firmware.
Replace the CMOS battery.*

What type of connector would be used to supply power to an PATA optical drive?


What is the best way to apply thermal compound when reseating a CPU?

Put a thick layer of thermal compound over the existing thermal compound before reseating the CPU.
Clean the CPU and the base of the heat sink with isopropyl alcohol before applying the thermal compound.*
Scrape off the old thermal compound on the heat sink with a sharp knife and apply the thermal compound liberally.
Change the base of the heat sink before applying the thermal compound.
Use rubbing alcohol to clean the base of the heat sink before applying thermal compound.

A technician has assembled a new computer and must now configure the BIOS. At which point must a key be pressed to start the BIOS setup program?

after the POST, but before Windows starts to load
during the Windows load process
before the computer is powered on
during the POST*

A technician has just finished assembling a new computer. When the computer is powered up for the first time, the POST discovers a video subsystem problem. How does the POST indicate the error?

by issuing a number of beeps*
by flashing the LED on the front of the computer case a number of times
by locking the keyboard
by placing an error message in the BIOS

You are monitoring a new technician who is installing a device driver on a Windows-based PC. The technician asks why the company requires the use of signed drivers. What would be the best response to give?

A signed driver has been approved by the company that created the device driver.
A signed driver has passed the lab test of Microsoft for quality and helps prevent a system from being compromised.*
An unsigned driver can cause files to be fragmented as they are processed.
Signed drivers prevent physical damage to devices.

What is an important step when installing a second PATA hard drive in a computer?

Set the drive ID number with the correct jumper.
Ensure that pin one of the PATA data cable is correctly aligned with the connector.*
Configure the BIOS settings to auto-detect the master drive.
Set the swap file size on the new drive.
All companies making devices for a Windows computer have to have Microsoft sign off on the new driver before it can be added to the operating system.

What number of disks is the required minimum to implement RAID 0?


A technician is assembling a new computer. Which two components are often easier to install before mounting the motherboard in the case? (Choose two.)

sound card
video card

A technician is troubleshooting a computer that has a malfunctioning floppy drive. The technician observes that the floppy drive light remains lit constantly. What should the technician do to repair the problem?

Connect the data cable making sure that the colored stripe on the cable is aligned with pin 1 on the drive and the motherboard.*
Remove the floppy drive via Add/Remove Hardware.
Change the jumper setting to master for the floppy drive.
Replace the floppy drive.

A technician is installing additional memory in a computer. How can the technician guarantee that the memory is correctly aligned?

The label on the memory module should always face the CPU.
The arrows on the memory module should be aligned with the arrows on the motherboard slot.
A notch in the memory module should be aligned with a notch in the memory slot.*
Memory slots are color coded, with one end red and one end blue

What is used to prevent the motherboard from touching metal portions of the computer case?

ZIF sockets
an I/O shield
thermal compound

What is an advantage of using signed drivers?

They never need upgrading.
They are verified to be compatible with the operating system.*
They are guaranteed by the manufacturer to work with any hardware.
They are guaranteed to work with all operating systems.
They are free of errors.

Where is the saved BIOS configuration data stored?

hard drive

Which statement describes the purpose of an I/O connector plate?

It makes the I/O ports of the motherboard available for connection in a variety of computer cases.*
It provides multiple connections for SATA hard drives to connect to the motherboard.
It plugs into the motherboard and expands the number of available slots for adapter cards.
It connects the PCIe adapter slots used for video directly to the CPU for faster processing.

What are two examples of settings that can be changed in the CMOS settings? (Choose two.)

swap file size
boot order*
enabling and disabling devices*
device drivers
drive partition size

A technician discovers that the PS/2 mouse port is not working. The technician has several replacement mouse models available. What input port will the technician use to install the replacement mouse?


What are three important considerations when installing a CPU on a motherboard? (Choose three.)

The CPU heat sink and fan assembly are correctly installed.*
The CPU is correctly aligned and placed in the socket.*
The CMOS EPROM battery is removed prior to installing the CPU.
Antistatic precautions are taken.*
The CPU contacts are first cleaned with isopropyl alcohol.
Maximum insertion force is applied to the load lever so the CPU is locked in place.

A technician has been asked to install a second optical drive in a computer. The technician will need to configure the drive as slave. How can the technician accomplish this desired configuration?

Use jumpers on the drive to configure the drive as slave.*
Use jumpers on the motherboard to configure the drive as slave.
List the drive as slave in the CMOS.
Connect the drive after the twist in the PATA cable.

A technician has just finished assembling a new computer. When the computer is powered up for the first time, the POST discovers a problem. How does the POST indicate the error?

It issues a number of short beeps.*
The LED on the front of the computer case flashes a number of times.
It places an error message in the BIOS.
It locks the keyboard.

What is a function of the BIOS?

enables a computer to connect to a network
provides temporary data storage for the CPU
performs a check on all internal components*
provides graphic capabilities for games and applications

IT Essentials v5.0 Chapter 2 Exam Answers

Which tool in Windows XP gives a technician access to initialize disks and create partitions?




Disk Management*

Disk Cleanup

Which Windows XP command-line utility scans the critical files of the operating system and replaces any files that have been corrupted?

System File Checker*

Disk Cleanup

Scan System


Disk Management


Which two types of tools can help protect a computer from malicious attacks? (Choose two.)

Disk Management

Spyware Remover*

Antivirus software*

Disk Cleanup



A technician wants to limit the chances of ESD affecting the workspace. Which three precautions should be taken? (Choose three.)

Ensure antistatic mats are on the workbench and floor.*

Keep humidity in the environment very low.

Ensure that all flooring is carpeted.

Wear an antistatic wrist strap.*

Keep all components in antistatic bags.*

Store all computer components in clear plastic bags.

What are two significant sources of EMI? (Choose two.)

infrared mice

electrical storms*

RAM modules

power lines*

LCD monitors

Which precaution should be taken when working inside computer systems?

Avoid using magnetized tools.*

Wear ESD protection to repair monitors in humid environments.

Leave the power cord attached to an outlet for grounding.

Avoid using ESD wrist straps and ESD mats simultaneously.

Which cleaning solution is recommended to clean the contacts of computer components?

isopropyl alcohol*

glass cleaner with ammonia

water that is mixed with a small amount of dishwashing liquid

rubbing alcohol

Why should a pencil never be used as a tool when working inside a computer?

Pencil lead is conductive.*

The lead in a pencil can induce current.

A pencil can hold a static charge.

Pencil lead is corrosive.

The performance of a computer is reduced after using the Internet. Which three tools could be run to try to improve the performance of the computer? (Choose three.)


a BIOS updater

Spyware remover*


Disk Cleanup*

Device Manager

Why is documentation of all services and repairs an important organizational tool for a technician?

It allows the public sharing of information on the Internet.

It increases the cost of services and repairs.

It reduces the technical skills required of new technicians.

It provides reference material for similar problems when they are encountered in the future.*

How does an inline UPS protect computer equipment against electrical power brownouts and blackouts?

by stopping the flow of voltage to the computer

by grounding excess electrical voltage

by switching from main power to a standby power source

by using a battery to supply a constant level of voltage*

Which two actions pose a potential safety hazard to a technician? (Choose two.)

standing on an antistatic mat while working on a computer

plugging a printer into an UPS

using a magnetic screwdriver while working on a hard drive

cleaning the inside of the computer while it is turned on*

wearing a wrist strap while working inside a power supply*

Which circumstance increases the likelihood of ESD damage to a computer?

self grounding against the computer case

using a magnetic screwdriver while working on a hard drive

plugging a printer into an UPS

working in low levels of humidity*

Which tool is designed to loosen or tighten crosshead screws?

torx driver

phillips screwdriver*

flat head screwdriver

hex driver

Which tool could potentially cause data loss on hard disk or floppy drives?

compressed air

a magnetic screwdriver*

a lead pencil

a computer vacuum cleaner

Which condition refers to a reduced voltage level of AC power that lasts for an extended period of time?





A technician accidentally spills a cleaning solution on the floor of the workshop. Where would the technician find instructions on how to properly clean up and dispose of the product?

the local hazardous materials team

the insurance policy of the company

the material safety data sheet*

the regulations provided by the local occupational health and safety administration

Which two devices commonly affect wireless networks? (Choose two.)


cordless phones*

external hard drives

home theaters

Blu-ray players

incandescent light bulbs

What is a proper directive for using a can of compressed air to clean a PC?

Use a long, steady stream of air from the can.

Do not spray the compressed air with the can upside down.*

Do not use compressed air to clean a CPU fan.

Spray the CPU cooling fan with the compressed air to verify that the fan blade is spinning freely.

Which type of fastener is loosened and tightened with a hex driver?

six sided bolt*

cross head screw

slotted screw

torx bolt

IT Essentials v5.0 Chapter 1 Exam Answers

Which type of memory is primarily used as cache memory?





Which two considerations would be of the greatest importance when building a workstation that will run multiple virtual machines? (Choose two.)

high-end sound card

number of CPU cores*

water cooling

powerful video card

amount of RAM*

Which two devices are considered input devices? (Choose two.)

digital camera*



biometric authentication device*


Which three devices are considered output devices? (Choose three.)



fingerprint scanner




A user playing a game on a gaming PC with a standard EIDE 5400 RPM hard drive finds the performance unsatisfactory. Which hard drive upgrade would improve performance while providing more reliability and using less power?

a 7200 RPM SATA hard drive

a 7200 RPM EIDE hard drive

an SSD*

a 10,000 RPM SATA hard drive

Which hardware upgrade would allow the processor in a gaming PC to provide the optimal gaming performance?

a fast EIDE drive

large amounts of fast RAM*

liquid cooling

a high capacity external hard drive

Which two storage devices use a magnetic medium for storing data? (Choose two.)

tape drive*

solid state drive

hard disk drive*

compact disk drive

blue-ray disk drive


Refer to the exhibit. Which type of adapter is shown?

network interface*




Which component controls the communications and interactions between the CPU and other components on the motherboard?





Which two pieces of information are needed before selecting a power supply? (Choose two.)

the total wattage of all components*

the voltage requirements of peripheral devices

the form factor of the case*

the type of CPU

the installed operating system

Which memory module has a front side bus speed of 200 MHz?




What are two factors that must be considered when choosing a computer case? (Choose two.)

the number of LED indicators at the front of the case

the size of the motherboard and the power supply*

the vendor that manufactured the motherboard

the size of the monitor

the number of internal drive locations*

This is a flash item. Please click below to answer this item.

Which unit of measurement is used to indicate the hard drive speed?

pages per minute


revolutions per minute*

clusters per minute

15 Refer to the exhibit. Which type of video card expansion slot is depicted?





What type of connector can be used to connect an eSATA interface to an external SATA drive?

7-pin connector*

9-pin connector

15-pin connector

5-pin connector

Where can the input voltage selection be changed from 110 volts to 220 volts on a computer system?

on the motherboard

in the BIOS

on the back of the power supply*

in the operating system control panel

18 Refer to the exhibit. Which type of cable is shown in the graphic?





Which two activities are normally controlled by the Northbridge part of the chipset? (Choose two.)

communication between the CPU and the sound card

communication between the CPU and the hard drive

access to the RAM*

communication between the CPU and the I/O ports

access to the video card*

A technician looks at a motherboard and sees a 24-pin connector. What component would connect to the motherboard through the use of this 24-pin connector?

power supply*

SATA drive

video card

PATA optical drive

floppy drive


CCNA v6.0 Routing and Switching Exam Answers 2018