Category Archives: IT Essentials v6.0

CCNA1 v6.0 Final Exam Answers 2018 100% Option B

1. 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 requirement?





2. A home user is looking for an ISP connection that provides high speed digital transmission over regular phone lines. What ISP connection type should be used?




cell modem

cable modem

3 How does quality of service help a network support a wide range of applications and services?

by limiting the impact of a network failure

by allowing quick recovery from network failures

by providing mechanisms to manage congested network traffic*  

by providing the ability for the network to grow to accommodate new users

4. On which switch interface would an administrator configure an IP address so that the switch can be managed remotely?


VLAN 1*   

vty 0

console 0

5. After making configuration changes on a Cisco switch, a network administrator issues a copy running-config startup-config command. What is the result of issuing this command?

The new configuration will be stored in flash memory.

The new configuration will be loaded if the switch is restarted.*   

The current IOS file will be replaced with the newly configured file.

The configuration changes will be removed and the original configuration will be restored.

6. Refer to the exhibit. A network administrator is configuring access control to switch SW1. If the administrator has already logged into a Telnet session on the switch, which password is needed to access privileged EXEC mode?





7. Which connection provides a secure CLI session with encryption to a Cisco switch?

a console connection

an AUX connection

a Telnet connection

an SSH connection* 

8. A network technician is attempting to configure an interface by entering the following command: SanJose(config)# ip address The command is rejected by the device. What is the reason for this?

The command is being entered from the wrong mode of operation.* 

The command syntax is wrong.

The subnet mask information is incorrect.

The interface is shutdown and must be enabled before the switch will accept the IP address.

9. What function does pressing the Tab key have when entering a command in IOS?

It aborts the current command and returns to configuration mode.

It exits configuration mode and returns to user EXEC mode.

It moves the cursor to the beginning of the next line.

It completes the remainder of a partially typed word in a command.*

10. What protocol is responsible for controlling the size of segments and the rate at which segments are exchanged between a web client and a web server?





11. What layer is responsible for routing messages through an internetwork in the TCP/IP model?



network access


12. Which statement accurately describes a TCP/IP encapsulation process when a PC is sending data to the network?

Data is sent from the internet layer to the network access layer.

Packets are sent from the network access layer to the transport layer.

Segments are sent from the transport layer to the internet layer.*  

Frames are sent from the network access layer to the internet layer.

13. What unique address is embedded in an Ethernet NIC and used for communication on an Ethernet network?

host address

IP address

MAC address*   

network address

14. A network administrator is troubleshooting connectivity issues on a server. Using a tester, the administrator notices that the signals generated by the server NIC are distorted and not usable. In which layer of the OSI model is the error categorized?

presentation layer

network layer

physical layer*   

data link layer

15. A network administrator is measuring the transfer of bits across the company backbone for a mission critical financial application. The administrator notices that the network throughput appears lower than the bandwidth expected. Which three factors could influence the differences in throughput? (Choose three.)

the amount of traffic that is currently crossing the network*

the sophistication of the encapsulation method applied to the data

the type of traffic that is crossing the network*    

the latency that is created by the number of network devices that the data is crossing*    

the bandwidth of the WAN connection to the Internet

the reliability of the gigabit Ethernet infrastructure of the backbone

16. Which procedure is used to reduce the effect of crosstalk in copper cables?

requiring proper grounding connections

twisting opposing circuit wire pairs together*  

wrapping the bundle of wires with metallic shielding

designing a cable infrastructure to avoid crosstalk interference
avoiding sharp bends during installation

17. What is a characteristic of the LLC sublayer?

It provides the logical addressing required that identifies the device.

It provides delimitation of data according to the physical signaling requirements of the medium.

It places information in the frame allowing multiple Layer 3 protocols to use the same network interface and media.* 

It defines software processes that provide services to the physical layer.

18. What method is used to manage contention-based access on a wireless network?


priority ordering


token passing

19. During the encapsulation process, what occurs at the data link layer for a PC connected to an Ethernet network?

An IP address is added.

The logical address is added.

The physical address is added.* 

The process port number is added.

20. What are the three primary functions provided by Layer 2 data encapsulation? (Choose three.)

error correction through a collision detection method

session control using port numbers

data link layer addressing*    

placement and removal of frames from the media

detection of errors through CRC calculations*    

delimiting groups of bits into frames* 

conversion of bits into data signals

21. What are two characteristics of Ethernet MAC addresses? (Choose two.)

They are globally unique.* 

They are routable on the Internet.

They are expressed as 12 hexadecimal digits. * 

MAC addresses use a flexible hierarchical structure.

MAC addresses must be unique for both Ethernet and serial interfaces on a device.

22. If a device receives an Ethernet frame of 60 bytes, what will it do?

drop the frame *   

process the frame as it is

send an error message to the sending device

add random data bytes to make it 64 bytes long and then forward it

23. What will a host on an Ethernet network do if it receives a frame with a destination MAC address that does not match its own MAC address?

It will discard the frame.*  

It will forward the frame to the next host.

It will remove the frame from the media.

It will strip off the data-link frame to check the destination IP address.

24. Under which two circumstances will a switch flood a frame out of every port except the port that the frame was received on? (Choose two.)

The frame has the broadcast address as the destination address.*

The destination address is unknown to the switch.* 

The source address in the frame header is the broadcast address.

The source address in the frame is a multicast address.

The destination address in the frame is a known unicast address.

25. Which switching method has the lowest level of latency?




fast-forward *

26. Which two commands can be used on a Windows host to display the routing table? (Choose two.)

netstat -s

route print*   

show ip route

netstat -r*


27. Which two functions are primary functions of a router? (Choose two.)

packet forwarding*  


domain name resolution

path selection*  

flow control

28. What are the three ranges of IP addresses that are reserved for internal private use? (Choose three.)*** 

29. What purpose does NAT64 serve in IPv6?

It converts IPv6 packets into IPv4 packets.* 

It translates private IPv6 addresses into public IPv6 addresses.

It enables companies to use IPv6 unique local addresses in the network.

It converts regular IPv6 addresses into 64-bit addresses that can be used on the Internet.

It converts the 48-bit MAC address into a 64-bit host address that can be used for automatic host addressing.

30. What is the binary representation of 0xCA?





31. At a minimum, which address is required on IPv6-enabled interfaces?


unique local

site local

global unicast

32. Which service provides dynamic global IPv6 addressing to end devices without using a server that keeps a record of available IPv6 addresses?

stateful DHCPv6


static IPv6 addressing

stateless DHCPv6

33. What is the purpose of the command ping ::1?

It tests the internal configuration of an IPv6 host.*  

It tests the broadcast capability of all hosts on the subnet.

It tests the multicast connectivity to all hosts on the subnet.

It tests the reachability of the default gateway for the network.

34. How many usable IP addresses are available on the network?







35. Which subnet would include the address as a usable host address?*

36. A network administrator wants to have the same subnet mask for three subnetworks at a small site. The site has the following networks and numbers of devices:
Subnetwork A: IP phones – 10 addresses
Subnetwork B: PCs – 8 addresses
Subnetwork C: Printers – 2 addresses
What single subnet mask would be appropriate to use for the three subnetworks?*

37. Which statement is true about variable-length subnet masking?

Each subnet is the same size.

The size of each subnet may be different, depending on requirements.* 

Subnets may only be subnetted one additional time.

Bits are returned, rather than borrowed, to create additional subnets.

38. What subnet mask is needed if an IPv4 network has 40 devices that need IP addresses and address space is not to be wasted?*

39. What are two characteristics shared by TCP and UDP? (Choose two.)

default window size

connectionless communication

port numbering*   

3-way handshake

ability to to carry digitized voice

use of checksum*

40. Why are port numbers included in the TCP header of a segment?

to indicate the correct router interface that should be used to forward a segment

to identify which switch ports should receive or forward the segment

to determine which Layer 3 protocol should be used to encapsulate the data

to enable a receiving host to forward the data to the appropriate application* 

to allow the receiving host to assemble the packet in the proper order

41. What are two ways that TCP uses the sequence numbers in a segment? (Choose two.)

to identify missing segments at the destination*

to reassemble the segments at the remote location*  

to specify the order in which the segments travel from source to destination

to limit the number of segments that can be sent out of an interface at one time

to determine if the packet changed during transit

42. Which two protocols operate at the highest layer of the TCP/IP protocol stack? (Choose two.)






43. Which domain name would be an example of a top-level domain?


44. What is one difference between the client-server and peer-to-peer network models?

Only in the client-server model can file transfers occur.

Every device in a peer-to-peer network can function as a client or a server.* 

A peer-to-peer network transfers data faster than a transfer using a client-server network.

A data transfer that uses a device serving in a client role requires that a dedicated server be present.

45. Which networking model is being used when an author uploads one chapter document to a file server of a book publisher?





46. A wireless host needs to request an IP address. What protocol would be used to process the request?






47. What network service resolves the URL entered on a PC to the IP address of the destination server?





48. A network engineer is analyzing reports from a recently performed network baseline. Which situation would depict a possible latency issue?

a change in the bandwidth according to the show interfaces output

a next-hop timeout from a traceroute

an increase in host-to-host ping response times*  

a change in the amount of RAM according to the show version output

49. Which firewall feature is used to ensure that packets coming into a network are legitimate responses to requests initiated from internal hosts?

stateful packet inspection* 

URL filtering

application filtering

packet filtering

50. What is one indication that a Windows computer did not receive an IPv4 address from a DHCP server?

The computer cannot ping

Windows displays a DHCP timeout message.

The computer receives an IP address that starts with 169.254.*  

The computer cannot ping other devices on the same network with

IP addresses in the range.

51. Which command can an administrator issue on a Cisco router to send debug messages to the vty lines?

terminal monitor* 

logging console

logging buffered

logging synchronous

52. Fill in the blank.

During data communications, a host may need to send a single message to a specific group of destination hosts simultaneously. This message is in the form of a “Multicast “ message.

53. Match the description with the associated IOS mode. (Not all options are used.)

54. Refer to the exhibit.  Match the packets with their destination IP address to the exiting interfaces on the router. (Not all options are used.)

IT Essentials v6.0 A+ Cert Practice Exam 1 Answers 2018 100%

1. A technician is building a thick client workstation that would be used to run a database and wants to ensure the best protection against errors. What type of memory would be best suited for this?


2. Which two motherboard components connect to the Northbridge chipset? (Choose two.)

USB 2.0 devices
USB 3.0 devices
FireWire devices
video card*

3. Which two motherboard components are directly managed by the Southbridge chipset? (Choose two.)


FireWire devices*


video card

USB 3.0 devices*

4. Which RAID level allows for extension of a dynamic volume without any redundancy?


5. Which adapter would a technician install in a desktop computer to enable a video signal to be recorded from a video recorder to the computer hard drive?

video adapter
TV tuner card
video capture card*
network interface card

6. What is a characteristic of DDR SDRAM?

It transfers data twice per clock cycle compared to once per clock cycle for SDRAM.*
DDR SDRAM modules have double the number of pins of SDRAM memory modules.
It is dynamic memory whereas SDRAM is static memory.
It operates at double the voltage of SDRAM memory.

7. A user has just upgraded a gaming system with 8GB of DDR3 800 MHz RAM and still finds that the system lags during gameplay. The system has a high end graphics card, liquid cooling, and a 7,200 rpm EIDE drive. What can the user do to improve system performance?

Change the voltage setting for the RAM.
Replace the EIDE drive with an SSD.*
Replace the liquid cooling system with a high speed ball bearing fan cooling system.
Add two more case fans.

8. A user has connected a USB 3.0 device to a computer using a 3 ft (1m) USB 3.0 cable. However, instead of an expected data transfer rate of up to 5 Gb/s, the user notes a data transfer rate of no more than 450 Mb/s. What is the most probable reason for this lower than expected data transfer rate?

The device was connected to a USB 2.0 port on the computer.*
The cable used exceeds the maximum length that allows USB 3.0 to transfer data at 5Gb/s.
The device was connected to a USB 1.1 port on the computer.
The USB 3.0 cable is faulty.

9. A user is connecting a home entertainment system and wants to use one cable to carry all the digital video and audio signals from the source device to the LCD TV. What type of cable should the user use?


10. A user needs to connect a cable to the PC to deliver digital video signals only. Which type of cable should be used?


11. Which connector would be used for a laptop external hard drive?


12. A user wants to purchase a monitor that will be light, consume the least amount of power, and provide deep dark levels in the display. Which display type would best meet these requirements?


13. Which resolution would provide the best visual quality on a plasma monitor?


14. A user wants to purchase a monitor with a viewing area that is 44 inches wide by 16 inches high. What aspect ratio is this?


15. Which design specification criterion is most important when designing a computer that will be a thin client whose applications are accessed from a remote virtual server?

amount of RAM
amount of local hard drive storage
number of processor cores
speed of network card*

16. A technician is building a workstation that will be used for virtualization. Which two components would the technician use? (Choose two.)

dual monitors
high-end graphics card
liquid cooling
maximum amount of RAM*
multicore processors*

17. Which three components would a technician use in building a CAD workstation? (Choose three.)

multicore processors*
maximum RAM*
specialized graphics card*
TV Tuner card
high-end sound card
Windows 7 Home edition

18. Which specification would be most important to consider when designing a typical business workstation?

high-end sound card
number of displays
types of applications*
network connectivity speed

19. A technician suspects that a power supply is faulty. How can it be checked?

by checking the temperature of the power supply
by using a multimeter*
by taking apart the power supply
by powering up the PC after disconnecting each connector in turn

20. What transfers heat away from the processor first?

cooling fins
thermal compound*
CPU fan
case fans

21. A PC has an older optical drive and two newer hard disk drives Which two connector types would have to exist on the power supply unit to power on all these devices? (Choose two.)


22. A technician is required to replace a faulty power supply in a desktop PC. The PC motherboard has a 24-pin ATX socket but the only available replacement power supply is one with a 20-pin connector. Delivery of new power supplies with 24-pin connectors is not expected until the next day, but the user requires the PC to be operational as soon as possible. What can the technician do in these circumstances?

The technician can install the power supply and insert the 20-pin connector into the 24-pin socket on the motherboard.*
Power supplies with 20-pin connectors are not compatible with motherboards with 24-pin sockets, so the technician can do nothing until the new power supplies arrive.
The technician can use a 20-pin-to-24-pin adaptor to connect the power supply to the motherboard.
The technician can recover the 24-pin connector from the faulty power supply and attach it to the replacement power supply for connection to the motherboard.

23. A technician needs to install a new power supply in a PC that has one IDE optical drive, one SATA hard drive, and one PCIe graphics adapter that requires additional power. How many unique power connectors will the power supply require in order to connect to these devices?


24. Which setting must be turned on in order to share a printer in Windows 7?

Share this Printer
Windows Firewall
File and Printer Sharing*

25. Which three PC desktop functions are typically provided on the front panel and must be connected to the motherboard? (Choose three.)

network activity light
PC power button*
drive activity light*
USB connectors*
CPU temperature indicator
audio power button

26. Which two hardware features would a technician monitor within the BIOS if a computer was suspected of overheating? (Choose two.)

CPU clock speed*

motherboard voltage

CPU fan speed*

hard drive speed

Trusted Platform Module

27. A user has a computer with a single hard drive and a RAID adapter installed. Which additional component is necessary to complete the RAID installation?

a USB connection

a floppy disk drive

one or more additional hard drives*

a DVD drive

28. A computer technician has recommended a data storage system that combines data striping and parity. The user has a limited budget and is prepared to forego performance to implement this system. Which RAID system would meet these requirements?




RAID 0+1

29. A technician opens up a PC to work on it, and finds that it is very dusty inside. What should the technician do?

Ignore the dust, as it does not affect the computer.

Use a lint-free cloth sprayed with a cleaning solution to remove excess dust.

Use a can of compressed air to remove excess dust.*

Use a moistened cotton swab to remove excess dust.

30. A user replaced a PC CPU with a faster one, but now the PC displays a BSOD on bootup. What is the problem?

The CPU voltage is set too high.*

The CPU multiplier has not been set.

The front side bus is set too low.

The CMOS settings have not been saved on bootup.

31. A computer locks up frequently, and no error message can be seen on screen. The problem occurs every time the user attempts to restart the computer. What is the most likely reason for this problem?

The index service is not running.

The power supply has failed.

A startup file has become corrupted

The computer is overheating.*

32. What are two possible causes of a computer running slowly? (Choose two.)

The hard drive has been partitioned.

The hard drive is full.*

The CPU has been overclocked.

The RAM is not compatible with the motherboard.

Not enough RAM is installed in the system.*

33. Which type of network consists of several geographically dispersed networks that cover a large area?





34. A network technician is checking a computer to see if the DHCP client is working correctly. The technician issues the ipconfig /all command. Which two parameters should the technician review? (Choose two.)


default gateway*

host name

media state

subnet mask*

35. Which protocol automates assignment of IP addresses on a network, and which port number does it use? (Choose two.)







36. A technician is setting up a network in a new room. What is the best device to use to connect the PCs to each other and to the rest of the LAN?





37. Which device converts digital signals to analog signals and vice versa?





38. Which networking device transmits data to all ports regardless of the destination address?





39. Which device will prevent data from flooding out of every port with the exception of broadcast traffic and traffic to unknown destination addresses?





40. Which two types of connector are used for fiber optic cable? (Choose two.)







41. What are plenum rated cables used for?

for cables that are used between buildings

for cables that are installed inside the floors and ceilings of buildings*

for cables that are used to connect workstations to wall sockets

for cables that are used to connect computers back-to-back

42. Which tool is more commonly used to check the wire mapping on a Category 5e UTP cable once it is terminated on both ends?

cable tester*

tone probe



43. What is the expected behavior of an ADSL service?

The download rate is faster than the upload rate.*

The upload rate is faster than the download rate.

The download and upload rates are the same.

The user can select the upload and download rates based on need.

44. A customer who travels frequently wants to know which technology is the most suitable for being connected to the corporate network at all times at low cost. Which network technology would a network administrator recommend?





45. A technician is troubleshooting a PC unable to connect to the network. What command should be issued to check the IP address of the device?





46. Because of limited space on a laptop keyboard, some keys have a dual-purpose. What are these keys called?

control keys

alternate keys

special purpose keys

function keys*

47. On a laptop keyboard, which three functions can typically be accessed through the use of special function keys? (Choose three.)

volume settings*

wireless functionality*

display brightness*

Windows Start menu

Task Manager

Control Panels

48. Which three components can a docking station make available to a laptop that a port replicator does not? (Choose three.)

PS/2 ports

additional hard drive*

additional optical drive*

USB ports

PCI cards*

networking ports

49. A technician attempts to increase the brightness of a laptop screen by using the function keys but the attempt fails. What could be the problem?

The laptop battery is bad.

The video display driver is corrupt.

The inverter has failed.*

The LCD screen has failed.

50. Where is the integrated Wi-Fi antenna typically located in a laptop?

on the keyboard

on the system board

integrated into the wireless card

above the screen*

51. A technician wants to use Remote Desktop to configure another PC. Which firewall port on the remote PC should be open in order for Remote Desktop to work?


20 and 21





52. What are the two widths of internal hard drives in laptops? (Choose two.)

1.8 inches*

2.5 inches*

3.5 inches

5.25 inches

3.8 inches

53. Which laptop component is required to be replaced or upgraded by a technician rather than by a computer user?



hard drive


54. Which two components of a laptop can be replaced by the user? (Choose two.)






55. Which type of storage would be best in a tablet computer that belongs to a small child?





56. A technician is troubleshooting a network connectivity problem. Pings to the local wireless router are successful but pings to a server on the Internet are unsuccessful. Which CLI command could assist the technician to find the location of the networking problem?





57. A technician troubleshooting a network problem has used CLI commands to determine that a computer has not been allocated a correct IP address from the DHCP server. Which command can the technician use to solve this problem?





58. What process takes place in a laser printer after the drum is conditioned for the new latent image?






59. What type of printer requires the ribbon to be changed when producing faded and light characters?





60. Which two methods are used to directly connect mobile devices such as tablets and smartphones to a data network? (Choose two.)


cellular communications*


wired Ethernet


61. For mobile devices, what are two advantages of using flash memory storage technology that is the equivalent of solid state drives? (Choose two.)

light weight components*

power efficiency*

ease of upgrading

high capacity

flash memory storage is field-serviceable

62. Which two mobile device components are field replaceable? (Choose two.)

touch screen

Subscriber Identity Module card*

internal SSD


accelerometer sensors

63. What is an advantage of using a printer that is connected to a hardware print server compared with a computer-shared printer?

A computer that shares a printer always allows for faster printing of documents.

A hardware print server is always available to all users.*

A computer that shares a printer always prioritizes the printing tasks.A hardware print server will have more memory to store the print job than a computer will have that shares a printer.

64. A technician wants to allow many computers to print to the same printer, but does not want to affect the performance of the computers. What will the technician do to achieve this?

Use a software print server.

Use a computer-shared printer.

Use a hardware print server.*

Install a second printer.

65. A user is reporting that an inkjet printer is printing colors different from what the printer should be printing. The printer has separate cartridges for each color and the user changed the cyan cartridge recently. What is the action that could fix the problem?

Perform a printer head cleaning.*

Check for loose printer cables.

Use a different type of paper.

Purchase a maintenance kit.

66. Which two field replaceable units could be found in a laser printer maintenance kit? (Choose two.)

fuser assembly*

pickup rollers*

power supply

paper trays


toner cartridge

67. What is best used to clean the heating element on a thermal printer?

mild solvent

soap foam

isopropyl alcohol*

distilled water

68. A user notices that there is intermittent wireless connectivity on a laptop that is running a wireless PCI Express Micro card using the wireless 802.11n standard. What should the user do to fix the problem?

Replace the PCI Express Micro card with a Mini-PCIe card.

Replace the PCI Express Micro card with a Mini-PCI card.

Move the laptop to a new location.*

Replace the OS on the laptop.

69. A technician connects a new LCD monitor for the first time and finds the display very pixilated. What is a possible solution to this problem?

Set the screen to native resolution.*

Change the monitor video connector from DVI to HDMI.

Power cycle the monitor.

Set the screen resolution to VGA.

70. Which wireless encryption method is the least secure?





71. What kind of tool or substance is better to use to remove spilled toner on a laser printer?

mild detergent solution

compressed air

regular vacuum cleaner

special vacuum cleaner*

72. Which feature will assign a computer an IP address even if there is no working DHCP server in the network?





73. A user reports that a laser printer is printing shadow images and letters. Which part should the technician replace to correct this problem?

network cable

pick up roller



74. Which sequence of steps is required to correctly install a heat sink and fan assembly onto a CPU in a desktop PC?

1. Apply a small amount of thermal compound to the CPU.

2. Align the heat sink and fan assembly retainers with the holes on the motherboard.

3. Place the fan and heat sink assembly onto the CPU socket.

4. Tighten the fan and heat sink assembly retainers to secure the assembly in place.

5. Connect the assembly power cable to the CPU fan connector on the motherboard.*

1. Connect the assembly power cable to the CPU fan connector on the motherboard.
2. Align the heat sink and fan assembly retainers with the holes on the motherboard.
3. Place the fan and heat sink assembly onto the CPU socket.
4. Tighten the fan and heat sink assembly retainers to secure the assembly in place.
5. Place the correctly aligned CPU gently into the socket.

1. Place the correctly aligned CPU gently into the socket.
2. Align the heat sink and fan assembly retainers with the holes on the motherboard.
3. Place the fan and heat sink assembly onto the CPU socket.
4. Tighten the fan and heat sink assembly retainers to secure the assembly in place.
5. Connect the assembly power cable to the CPU fan connector on the motherboard.

1. Apply a small amount of thermal compound to the CPU.
2. Align the heat sink and fan assembly retainers with the holes on the motherboard.
3. Place the correctly aligned CPU gently into the socket.
4. Tighten the fan and heat sink assembly retainers to secure the assembly in place.
5. Connect the assembly power cable to the CPU fan connector on the motherboard.

75. Which security mode supports robust encryption, and can be enabled with password authentication (personal) or server authentication (enterprise)?





76. Match the power connector to the device. (Not all options are used.)

77. Refer to the exhibit. Match the type of expansion slot to the letter shown in the graphic. (Not all options are used.)

78. Refer to the exhibit. Match the letter found in the exhibit with the description. (Not all options are used.)

79. Match the connector type to its use. (Not all options are used.)

80. Math the port number or numbers to the protocol. (Not all options are used.)

It-essentials v6.0 Final Exam 2018 100%

1. What is the purpose of RAID adapters?

to allow older PCI technology expansion slots to be used

to provide enhanced audio and graphic capabilities

to connect multiple storage devices for redundancy or speed*

to connect peripheral devices to a PC to improve performance


2. Which type of interface should a customer choose if connecting a single cable from a Microsoft Windows computer to output both audio and video to a high definition television?






3. Which type of input device can identify users based on their voice?



switchbiometric identification device*



4. What type of external storage should be used by a technician to back up over 2 TB of music and video data files?

CompactFlash card

external flash drive

external hard drive*

Secure Digital card


5. What type of device provides power to a computer and allows it to be safely shut down in the event of a power loss?

surge suppressor

uninterruptible power supply*

standby power supply

power inverter


6. Which measure can help control RFI effects on wireless networks?

Ensure the humidity and temperature levels are set as low as possible.

Ensure the number of wireless NICs exceeds the number of wireless phones.

Ensure the wireless network is on a different frequency than the offending source.*

Ensure each wireless NIC is configured to operate at different frequencies from all other wireless NICs.


7. What is the purpose of a Safety Data Sheet?

to specify procedures for dealing with potentially hazardous materials*

to specify procedures in designing and building common computer systems

to specify procedures for the operation of sensitive components and prevention of electrostatic discharge

to specify procedures in the use of humidity control and prevention of moisture damage


8. What can be tested with a digital multimeter?

wireless signal strength and access point positioning

basic functionality of computer ports

copper cable location

quality of electricity in computer components*


9. When should a technician avoid wearing an antistatic wrist strap?

when installing RAM

when replacing a power supply unit*

when installing a hard drive

when opening a computer case


10. Which solution should be used to clean a CPU and a heat sink?

soap and water

rubbing alcohol

a diluted ammonia solution

isopropyl alcohol*


11. Which two types of expansion slots would be used by a wireless NIC in a computer today? (Choose two.)







12. When a PC is being assembled, what component is connected to the motherboard with a SATA cable?

the optical drive*

the network interface card

the video card

the power supply


13. 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 automatically boots into Safe Mode and displays a warning on the screen.

The screen flashes with a red background and displays a warning message.

The computer emits a pattern of beeps indicating the failing device.*

The computer returns an error message that indicates the I/O address of the failing device.


14. Which three features can be configured in the BIOS settings to secure a computer? (Choose three.)

MAC filtering

drive encryption*


file encryption

TKIP key



15. What is the most important reason for a company to ensure that computer preventive maintenance is done?

Preventive maintenance provides an opportunity for junior technicians to obtain more experience in a non-threatening or problem environment.

Preventive maintenance helps to protect the computer equipment against future problems.*

Preventive maintenance allows the IT department to regularly monitor the contents of user hard drives to ensure computer use policies are being followed.

Preventive maintenance enables the IT manager to check on the location and state of the computer assets.


16. A technician opens up a PC to work on it, and finds that it is very dusty inside. What should the technician do?

Ignore the dust, as it does not affect the computer.

Use a lint-free cloth sprayed with a cleaning solution to remove excess dust.

Use a can of compressed air to remove excess dust.*

Use a moistened cotton swab to remove excess dust.


17. Which built-in tool is available on a Mac OS X machine to perform disk backups?

Disk Utility

Deja Dup


Time Machine*


18. A computer technician performed a number of actions to correct a problem. Some actions did not solve the problem, but eventually a solution was found. What should be documented?

everything that was done to try to solve the problem*

only the solution, because this solved the problem

only the failed attempts, so that future technicians will know what not to try

a description of the problem and solution


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

Create a System Repair Disc and restore the image.

Press the F12 key during the boot process and start the computer in Safe Mode.

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.


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

NTFS allows faster access to external peripherals such as a USB drive.

NTFS supports larger files.*

NTFS provides more security features.*

NTFS allows faster formatting of drives.

NTFS is easier to configure.

NTFS allows the automatic detection of bad sectors.


21. What type of hard drive contains flash memory for caching frequently used data but stores the most of the data on a magnetic hard disk drive?

USB flash drive

solid-state drive*

embedded multimedia card

solid-state hybrid disk


22. What does %USERPROFILE% represent in the path C:\Users\%USERPROFILE%\AppData\Local\Temp?

the location of the Documents folder of a particular user

an environment variable that is set by the operating system*

a variable set by the administrator for each user of the system

a fixed value that represents the level of access of a user to system files


23. 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?

Task Manager*

Add or Remove Programs

Event Viewer

System Restore


24. 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?

Computer Management

Device Manager*

My Computer

System Tools


25. Which technology provides a solution for PC virtualization?


server clustering

Terminal Services



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

The computer locks up without any error messages.

The computer displays a “BOOTMGR is missing” error after POST.*

The computer displays an “Invalid Boot Disk” error after POST.*

The computer continually restarts without displaying the desktop.

The computer displays an ‘Inaccessible Boot Device’ error after POST.


27. A network administrator has finished migrating from a peer-to-peer network to a new client-server network configuration. What are two advantages of the new configuration? (Choose two.)

The total cost of the new solution is considerably lower.

Data is more secure in the event of hardware failures.*

Individual users are in control of their own computers and network resources.

Data resources and access are centrally controlled.*

Personnel costs are lower because a dedicated network administrator is no longer necessary.


28. Which layer of the OSI model is responsible for physical addressing and the procedures used to access media?


data link*




29. 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?






30. Several messages sent to the network administrator are reporting that access to a secure server using HTTPS is failing. After checking recent updates to the company firewall, the administrator learns that the firewall is blocking HTTPS. Which port should be opened to solve the problem?







31. Which two commands could be used to check if DNS name resolution is working properly on a Windows PC? (Choose two.)





ipconfig /flushdns


32. Which wireless security mode supports government grade security and offers both personal and enterprise authentication?






33. Which Cloud computing service would be best for an organization that needs to collaboratively create applications and deliver them over the web?






34. A network administrator occasionally asks a technician to make sure that dust does not accumulate on devices in the network equipment closets. What is the purpose of having the technician do this job?

Dust can cause network equipment to overheat and cause problems on the network.*

Dust increases electromagnetic interference in nearby connected cables.

Dust can encourage insects and other pests to live in the equipment closets.

Dust is considered a fire hazard that poses danger to personnel and equipment.

Dust diminishes the range of wireless services.


35. 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 operating system is not compatible with the remote sites.

The TCP/IP protocol stack is not loaded.

The default gateway is incorrect.*


36. What are three common input devices found on laptops? (Choose three.)


fingerprint reader*

web camera*

external monitor

PS/2 keyboard

AC power connector


37. A user calls the help desk to report that a mobile device exhibits very slow performance. What could cause this problem?

The touchscreen is not calibrated.

An app is not compatible with the device.*

The operating system has encountered an error.

A power-intensive app is running at the background.


38. A computer technician has decided that a problem with a laptop can be solved by repairing a hardware component. What should be done first before attempting to repair a hardware component on a laptop?

Consult the service manual for the laptop.*

Ask a fellow technician for advice.

Backup the BIOS settings.

Remove the keyboard.


39. Which closed-ended question would be appropriate for a technician to use to narrow down the possible problems on a laptop that will not power on?

Can the laptop operate using the AC adapter?*

Have you changed your password recently?

What software has been installed recently?

What were you doing when the problem occurred?


40. A technician is troubleshooting the appearance of flashing lines on a laptop screen. What are two possible causes of this distortion? (Choose two.)

Power to the pixels has been removed.

The display settings have been changed.

The GPU is not cooling correctly.*

The LCD cutoff switch is damaged.

The display is not correctly installed.*


41. What is an indication that the battery in a mobile device could become physically hazardous and should be immediately replaced?

if the battery only supports the system for a reduced period of time

if there are signs of swelling*

if the screen brightness begins to dim

if the device feels warm to the touch


42. Refer to the exhibit. What is true of this mobile device screen?

Tapping and holding the arrow at the bottom left will display the Home screen.

Text messages, news, photos and other content can be displayed in the different tiles.*

Icons and buttons are used to represent the different apps on the phone.

Unpinning an app from this view will uninstall the app from the phone.

Tile sizes depend on the size of the app.


43. What are two potential risks that could result from rooting or jailbreaking a mobile device? (Choose two.)

enabling app access to the root directory*

not properly creating or maintaining sandboxing features*

allowing the user interface to be extensively customized

improving device performance

enabling features that are disabled by a cellular carrier


44. What two tasks should be done regularly to preserve the security and integrity of data and applications on mobile devices. (Choose two.)

Execute a factory reset once a month to remove all unidentified malicious software.

Back up user data on a regular basis.*

Password protect iTunes or Google Play accounts.

Use airplane mode if you are accessing the Internet at an open Wi-Fi site.

Ensure that the operating system software and applications contain the latest updates.*

Unmount all unused disk partitions.


45. A tire store needs to use carbon copy paper to print customer invoices so that both the store and the customer have a copy. What is the best printer solution?

piezoelectric printer

inkjet printer

thermal printer

impact printer*


46. A user on a home network wants to share a printer from a Windows 7 computer. What must the user do in order for other Windows 7 computers in the house to obtain the proper driver?

The user must browse the Internet, then download and install the proper driver.

The person doing the sharing must use the Additional Drivers button in order to designate how many device drivers are allowed to be downloaded.

Nothing. Windows automatically provides the driver.*

The person doing the sharing must use the Additional Drivers button in order to designate the driver to be used by the other Windows 7 computers.


47. Which three components are typically found in laser printer maintenance kits? (Choose three.)

fuser assembly*

primary corona

pickup rollers*

transfer rollers*

secondary corona

paper trays


48. What characterizes a DDoS attack?

Many hosts participate in a coordinated attack.*

Infected computers are called daemons.

It is easy to identify the source of the attack.

All hosts must be in the same geographic area.


49. What guideline should be followed when establishing a password security policy?

Passwords should be physically stored in a convenient location.

Passwords should contain mainly numbers for better encryption.

The system administrator should assign passwords to the users.

Lockout policies should be avoided in order to increase user access.

An expiration period should be established so that passwords frequently change.*


50. What are three features provided by the TPM module? (Choose three.)

hashed encryption of the hard drive volume

security for user authentication information*

support for Windows backup

application license protection*

storage of digital certificates*

support for Windows Firewall


51. What is the next troubleshooting step after a theory of probable cause has been established?

Test the theory to determine cause.*

Identify the exact problem.

Establish a plan of action.

Document findings and outcomes.


52. Once a technician understands a customer complaint, it is common to ask closed-ended questions. Which question is a close-ended one?

What happened before the error occurred?

Is this the first time the error occurred?*

What happened after the error occurred?

What error messages were displayed when the error occurred?


53. What is a characteristic of the open source license of an application software?

It requires registration instead of purchasing.

It cannot be used for campus-wide deployment.

It allows users to modify and share the source code.*

It does not require purchase in order to use the software.

It requires acknowledged completion of a professional training course prior to use.


54. Chad, a level one call center technician, receives a customer phone call. The customer has an issue that Chad does not have the knowledge to answer. The customer is irritated that Chad cannot provide immediate assistance. Which two things should Chad do next? (Choose two.)

Document the reason the customer called and create a support ticket.*

Inform the customer of the need to call back later.

Escalate the customer to a level two technician.*

Ask the customer further questions to diagnose and attempt to fix the problem.

Place the customer on hold until the customer has time to cool down.


55. Users in an office complain that the network printer is printing vertical lines on all pages. What is a likely cause of this problem?

The printer does not have enough memory.

The printer has an incorrect IP address.*

The printer toner is low.

The printer drum is damaged.


56. A technician is troubleshooting a Windows 7 computer that displays an “Invalid Boot Disk” error message. What would be the most likely action the technician should perform to correct the issue?

Use the System Recovery Options to select the correct active partition.*

Scan for and remove any virus found.

Run chkdsk /F /R to fix the hard drive file entries.

Replace the hard drive on the computer.


57. When a user tries to run a program, a missing or corrupt DLL message is displayed. What are two possible solutions to this problem? (Choose two.)

Reinstall the correct drivers.

Use the msconfig command to adjust the startup settings for the program.

Run Windows Startup Repair.

Run sfc/scannow in Safe Mode.*

Reinstall the program that is associated with the corrupt DLL file.*


58. What can help control the effect of RFI on a wireless LAN?

Ensure the humidity and temperature levels are set as low as possible.

Ensure the number of wireless NICs exceeds the number of wireless phones.

Ensure the wireless network is on a different frequency than the offending source.*

Ensure each wireless NIC is configured to operate at different frequencies from all other wireless NICs.


59. A technician wants to allow users to backup and restore all the files on their computers, but does not want the users to be able to make changes to the system. How should the technician give users this functionality?

Grant the users read permissions on all files.

Give the users administrator rights on their computers.

Make the users members of a group called Backup Operators.*

Check the Folder is Ready for Archiving box in the properties of each folder.


60. Match the facility access control devices to the correct descriptions. (Not all options are used.)


61. Why do laptop computers use CPU throttling techniques?

to enhance the performance of the CPU

to reduce the heat that the CPU may generate*

to ensure the CPU is running at its peak speed

to conserve the battery life by reducing the bus speed between the CPU and RAM

62. What tool is included in the Mac OS X for backing up disks to image files and recovering disk images?

Disk Utility*

Deja Dup

Disk Error-Checking

System Restore


63. A new technician has joined the IT team and is about to service a heavy printer. Which two precautions should be taken to avoid any injury when transporting the heavy printer to the service area? (Choose two.)

Avoid lifting the equipment using the strength in your back.*

Lift the equipment using the strength in your legs and knees.*

Avoid bending your knees when lifting the printer.

Bend your back to pick the printer up.

Avoid lifting the printer close to your body.


64. Refer to the exhibit. As part of the process of building a computer, what is the proper order of the first three steps in the installation of a power supply?

Steps 1, 2, 4

Steps 1, 3, 2

Steps 1, 4, 3*

Steps 2, 3, 4


65. Which two operations can help prevent a mobile device from being tracked without permission? (Choose two.)

Turn off the GPS when not in use.*

Use a VPN connection whenever possible.

Set the device to not store credentials.

Set the device to connect only to known WiFi networks.

Disable or remove apps that allow connections to the GPS.*


66. What is a characteristic of a computer power connector?

A Molex power connector supplies power to a motherboard.

A Molex connector and a SATA connector can be used on the same drive at the same time.

A SATA power connector is used to connect to a hard disk drive or an optical drive.*

An ATX main power connector supplies power to a video adapter.


67. Which expansion card can assist in troubleshooting a computer problem when no video is available?

BIOS card

advanced graphics card

USB expansion card

POST card*

68. Which two PC settings can be configured using the BIOS setup utility? (Choose two.)


virtualization support*

allocation of memory to applications

enabling device drivers

boot sequence*


69. What factor should be taken into consideration more with laptops than with desktops?

environmental control*

loose cables

short circuits

unseated adapter cards

70. What are three benefits of computer preventive maintenance? (Choose three.)

elimination of the need for repairs

improvement in data protection*

extension of the life of components*

reduction in the number of equipment failures*

time savings for technicians making repairs

improvement in RAM access time


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

identification of the problem

implementation of the solution

documentation of the problem and its solution*

preparation of a plan of action


72. 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 BIOS is corrupt.

The hard drive is failing.

The CPU fan is not functioning.*

The CMOS battery has failed.


73. Why is a full format more beneficial than a quick format when preparing for a clean OS installation?

A full format is the only method of installing Windows 8.1 on a PC that has an operating system currently installed.

A full format will delete files from the disk while analyzing the disk drive for errors.*

A full format will delete every partition on the hard drive.

A full format uses the faster FAT32 file system, whereas a quick format uses the slower NTFS file system.


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






75. What is the first step an administrator should take when splitting a single partition into multiple partitions?

Format the partition.

Assign a drive letter to the partition.

Extend the partition.

Shrink the partition.*


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

Use the System Restore utility.

Update the driver for the graphics card.

Run the programs in Compatibility Mode.*

Use the recovery partition to reinstall Windows.


77. 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


78. Which type of network spans a single building or campus and provides services and applications to people within a common organizational structure?





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

application, presentation, internet, network access

application, transport, network, data link

application, transport, internet, network access*

application, presentation, session, transport

physical, data link, network, transport

80. A user wants to map a network drive on a PC that is named “WORK2” and runs Windows 7. The name of the shared resource the user wishes to map to is called “installs” and is located on a workstation called “WORK1”. What would be the correct path for mapping the network drive?

\\ username\WORK2\\installs


// WORK2/installs





81. A customer who travels frequently wants to know which technology is the most suitable for being connected to the corporate network at all times at low cost. Which network technology would a network administrator recommend?






82. What is the difference between cloud computing and a data center?

A data center provides access to shared computing resources, wheras a cloud is a private on-premise facility that stores and processes local data.

Cloud computing solutions are network resources and services provided to the clients through the use of services from data centers.*

The data center makes use of more devices to process data.

Data centers require cloud computing but cloud computing does not require data centers.


83. 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 that the laptop is plugged into an electrical outlet.

Reconfigure TCP/IP settings on the laptop.

Reinsert the laptop battery.

Try moving the laptop to different places to see if a signal can be detected.*

Verify in the laptop software whether any wireless networks are detected.*

84. A technician installed a network adapter in a computer and wants to test network connectivity. The ping command can only receive a response from local workstations. What could be causing the problem?

The NIC driver is out of date.

The operating system is not compatible with the remote sites.

The TCP/IP protocol stack is not loaded.

The default gateway is not set.*


85. An ISP help desk technician receives a call from a customer who reports that no one at their business can reach any websites or get their e-mail. After testing the communication line and finding everything fine, the technician instructs the customer to run nslookup from the command prompt. What does the technician suspect is causing the customer’s problem?

improper IP address configuration on the host

hardware failure of the ISR used to connect the customer to the ISP

bad cables or connections at the customer site

failure of DNS to resolve names to IP addresses*


86. A technician is asked to configure the time that the system must be idle before the hard disk spins down on all the Windows-based laptops in the company. The technician configured the power options in Windows but it appears to have no effect. Where should the technician look to enable power management?

Administrative Tools


Command Prompt

Safe mode

System Registry


87. A technician needs to configure a Bluetooth headset for a laptop user. Which two steps should the technician take before installing the headset? (Choose two.)

Remove the battery.

Disconnect AC power.

Enable Bluetooth in BIOS Setup.*

Ensure that the antistatic wrist strap is attached to a nonpainted portion of the laptop.

Ensure that the laptop Bluetooth switch is enabled.*


88. What laptop component converts DC power to AC so that the display can illuminate?







89. A user downloads a widget onto his Android phone but is puzzled to see that when the widget is touched an app is launched. What is a possible cause?

The user has downloaded a virus.

The widget is corrupt.

The security settings of the Android OS have been compromised.

The widget is associated with the app and this is the normal behavior.*


90. Which component uses the greatest amount of power on most mobile devices?

LCD screen*



media player


91. What is the purpose of using the MIME email protocol on mobile devices?

to enable pictures and documents to be included in email messages*

to re-synchronize the email account with other devices

to remotely lock the email account if the device is stolen

to encrypt the email messages


92. What is an indication that the battery in a mobile device could become physically hazardous and should be immediately replaced?

if the battery only supports the system for a reduced period of time

if there are signs of swelling*

if the screen brightness begins to dim

if the device feels warm to the touch


93. A technician is explaining the differences between inkjet printers and laser printers to a customer. Which two comparisons should the technician make? (Choose two.)

Inkjet printers are less expensive as an initial purchase than laser printers.*

A laser printer is significantly slower than an inkjet printer.

Both laser and inkjet printers produce poor quality images.

The laser printer output is dry after printing, but an inkjet printer may still have wet ink on the paper after printing.*

Inkjet printers use plain paper to make economical prints, but laser printers require more expensive thermal paper.


94. For cleaning a laser printer, what should be used to pick up excess particles of toner?

a HEPA-capable vacuum*

a lint-free cloth

isopropyl alcohol

a damp cloth


95. Which two password control policies should an organization implement to ensure strong passwords? (Choose two.)

Passwords should be set to expire every 60 days.*

Passwords should contain no more than eight characters.

Passwords must contain encrypted characters.

Passwords should contain letters and numbers.*

Passwords should contain only capital letters.


96. A computer technician has been asked to secure all Windows 7 computers by encrypting all the data on each computer. Which Windows feature should be used to provide this level of encryption?




Windows Update


97. The activity of a previously unknown program triggers an alert by Windows firewall. What three options will the user have for dealing with this event? (Choose three.)

Keep blocking*


Ask me later*

Deny all

Turn off

Turn on


98. A technician suspects that a security issue is causing problems with a computer. What two actions could be performed to test theories of probable cause when troubleshooting the PC? (Choose two.)

Log in as a different user.*

Disconnect the computer from the network.*

Search helpdesk repair logs for more information.

Discuss solutions with the customer.

Ask the customer open-ended questions about the problem


99. A call center technician answers a call from a frequent customer who is known to be impatient and lacks experience with computers. The customer has an issue with an application that the call center supports. The customer informs the technician that the problem had been reported before but the original technician was rude, did not listen, and did not fix the problem. If the technician is confident that the problem can be resolved by increasing the amount of memory in the computer, what should the technician do?

Tell the customer to install 2 GB of DDR3 PC3-10600 RAM.

Explain that the original technician is no good and the supervisor will be told.

Suggest that the customer purchase a new computer.

Confirm the issues and give detailed instructions to solve the problem.*


100. What expectation is defined in the service level agreement between an organization and service vendor?

guaranteed service response time*

maximum number of service calls per day

chain of custody procedures

communication etiquette rules


101. In which circumstance should a level one technician initiate an escalated work order?

when a customer appears to be very knowledgeable

when a customer demands talking to a particular technician

when a problem requires expertise from another technician*

when the technician cannot understand the problem as explained by the customer


102. An application appears frozen and is not responding to a mouse or the keyboard. What Windows OS tool can be used to stop the application?

Event Viewer

Task Manager*

Device Manager

Disk Management


103. Which two issues are likely to cause BSOD errors? (Choose two.)

out-of-date browser

RAM failing*

device driver errors*

lack of antivirus software

power supply failure


104. A user has installed a new FTP client on a computer, but is unsuccessful in connecting to an FTP server. Which two key pieces of information should the user ensure are configured correctly on the FTP client? (Choose two.)



FTP client IP address

FTP server IP address*

FTP client port number

FTP server port number*


105. A technician who is working on an employee’s laptop finds that a number of files that were encrypted on a network server drive are present on the laptop drive in unencrypted form. What could cause this problem?

Encrypted files cannot be transferred across a network.

The new computer doesn’t have an NTFS partition.*

The network proxy decrypted the data to scan it for malware.

The sensitive data was transferred with the FTP protocol.

It-essentials v6.0 Practice Exam 2018

1. What two motherboard components control the system boot operations? (Choose two.)

BIOS chip*

UEFI chip*

Northbridge chip

Southbridge chip



2. What motherboard chip controls high speed CPU communication to RAM and the video card?







3. What is a possible use for virtual computing?

to run old applications that are not compatible with current operating systems*

to allow computer hardware to be tested

to allow computer hardware upgrades to be tested

to allow ROM firmware upgrades to be tested


4. True or False?

Thin clients require a network connection to remote servers to perform data processing.




5. What is the correct disposal process of old computer batteries?

They should be burned because they do not decompose.

They can be refilled and reused.

They should be placed in an airtight container and then thrown away in the regular garbage.

They must be recycled because they are harmful to the environment.*

Because they will decompose harmlessly, they should be thrown away in the recycling bin.


6. Which two procedures can help protect against ESD when working on a computer system? (Choose two.)

the use of an antistatic wrist strap*

the use of magnetized tools

the use of an antistatic mat*

the use of safety glasses

the use of polyester clothing


7. Which software tool will protect against viruses and spyware on a Windows PC?

Windows 8 Action Center


Windows Defender*

System File Checker


8. Which cleaning material should be used to clean component contacts?

isopropyl alcohol*

compressed air

cotton swabs and cloths

dishwashing liquid and water


9. A technician is troubleshooting a problem where many websites return a “certificate not valid” error. The technician notices that the date and time are not current and resets these to the correct settings. The previously inaccessible websites are now accessible. However, when the computer is restarted the same problem reoccurs. What can the technician do to prevent the date and time from resetting?

Reinstall the OS.

Upgrade the BIOS.

Change the power settings in the BIOS.

Replace the CMOS battery.*


10. When a new motherboard is being installed, between which two components must thermal compound be applied? (Choose two.)




heat sink*




11. Which solid-state storage technology allows a computer BIOS to be upgraded by flashing?






12. Which two existing components must be compatible with the installation of a new upgraded CPU? (Choose two.)

power supply*


hard drive


video card


13. What are three important considerations when installing a CPU on a motherboard that has just been upgraded? (Choose three.)

Antistatic precautions are taken.*

The CPU is correctly aligned and placed in the socket.*

The CPU contacts are first cleaned with isopropyl alcohol.

The CPU heat sink/fan assembly is correctly installed.*

The CMOS battery is removed prior to installing the CPU.

Maximum insertion force is applied to the load lever so that the CPU is locked in place.


14. 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.*

No further action is needed.

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.


15. What should a technician do before beginning any troubleshooting steps on a customer computer?

Perform a data backup.*

Document the findings.

Identify the problem.

Establish a plan of action.


16. Which document can be signed by both a user and a computer repair shop to release the shop from backing up user data?

preventive maintenance plan

work order

liability release form*

warranty form


17. A technician is troubleshooting a 4-year-old computer that takes a long time to boot, and identifies that the BIOS rediscovers all the hardware at every boot. What action would fix this problem?

Replace the CMOS battery.*

Launch Device Manager to discover new hardware.

Reset the BIOS using the CMOS jumper.

Start the computer with the last known good configuration.


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

the logical drive

the active partition*

the Windows partition

the extended partition


19. A technician is asked to set up one hard drive that will support two operating systems and will store data files in three separate drive locations. Which partition settings will support these requirements?

1 primary, 3 active, 1 extended, 2 logical

2 logical, 2 active, 3 extended*

2 primary, 1 active, 1 extended, 3 logical

3 primary, 1 active, 2 extended


20. A user installs a new sound card driver in a computer that is working properly. After the installation of the drivers for the new sound card, the computer fails to boot. Which quick fix can the user implement to return to the previous working state?

Boot to Emergency Recovery State.

Boot to Last Known Good Configuration.*

Boot to Recovery Console.

Boot to Start Windows Normally.


21. A technician uses the shrink volume feature of the disk management utility and splits the partition. What must the technician do next in order to make use of the new space?

Partition the unallocated space.

Format the existing partition.*

Delete all partitions and reinitialize the disk.

Convert the unallocated space into a dynamic disk.


22. A technician is using the six troubleshooting steps in an attempt to repair a PC. After completing the steps needed to test a theory and determine the cause, the technician still has not solved the problem. Which two steps are likely to be taken next by the technician to establish a plan of action and resolve the problem? (Choose two.)

Perform an Internet search.*

Ask other users in the area.

Access helpdesk repair logs.*

Speak with the supervisor of the user.

Call the helpdesk to log the problem.


23. 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.)

Remove unnecessary peripherals.*

Reinstall the operating system.

Reset the BIOS settings to factory default.

Use the Last Known Good Configuration.*

Replace computer components one at a time until the problem is solved.

Reinstall the user applications.


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

HTTP, TCP, IP, Ethernet

TCP, IP, Ethernet, IEEE

application, transport, internet, network access*

application, presentation, session, transport

physical, data link, network, transport


25. 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)


26. What is the default subnet mask for a Class A network?*


27. Which network protocol is used to automatically assign an IP address to a computer on a network?







28. Which open standards-based wireless security mode supports the highest level of security?






29. What are two network requirements necessary to establish a VPN connection between a remote computer and a private company LAN? (Choose two.)

low latency network connection

secure web server

Internet access*

PSTN access

VPN client*


30. The corporate security policy states that all remote connections use only secure tunnels for data communications. Which encryption technique secures data traveling across the public Internet as if it were traveling across the corporate LAN?






31. What type of WAN connection would use 3G or 4G?







32. True or False?

An intrusion detection system works inline and has the ability to drop malicious traffic.




33. Where can a technician enable ACPI mode on a laptop?


Task Manager

Device Manager*



34. Which two actions must be performed before installing RAM into a laptop? (Choose two.)

Use thermal compound to attach the memory to the motherboard.

Before installing the RAM, update the saved CMOS settings to the newly configured amount of RAM.

Remove the battery.*

Disconnect the display from the bottom of the laptop.

Disconnect AC power.*

Remove the memory module retaining clips from the slots where the new RAM will insert.


35. Which two items would be part of a laptop preventive maintenance kit? (Choose two.)

compressed air*

plastic scribe

soft cloth*

antistatic wrist strap

flat-head screwdriver


36. What is the purpose of running mobile device apps in a sandbox?

to enable the phone to run multiple operating systems

to prevent malicious programs from infecting the device*

to enable separate app icons to be displayed on the home screen

to bypass phone carrier restrictions that prevent access to unauthorized apps


37. In what two situations is a virtual printer used? (Choose two.)

A user sends a printed document to a remote destination through the cloud.*

A remote user sends a document to a local user who prints the document using the company laser printer.

A corporate user prints to a centralized printer on the same floor, but on a different network.

A document is printed to a PDF or other file type.*

A document is sent to a printer that is connected to the USB port of a co-worker on the same network.


38. A user has installed a new printer. Which two pieces of information about the printer operation are provided by printing a test page from the computer? (Choose two.)

confirmation that the color calibration is optimized

verification of print spool settings

confirmation that duplex (double-sided) printing is working correctly

verification that driver software is working correctly*

confirmation that printer and computer are communicating*


39. A technician wants to add a new shared network printer to a computer. The printer is not shown in the list of available printers. What two actions can the technician take to add the printer? (Choose two.)

Enter the printer model.

Enter the printer IP address.*

Access a command prompt and use the net use command to locate the printer and printer path.

Browse for the printer on the network.*

Enter the name of the computer used to share the printer.


40. A technician is installing a new printer in a cool, damp environment. After the printer cabling is done, and the software and print driver are installed, the printer test page jams. What is the most likely cause of the print failure?

incorrect printer driver

too much humidity*

not enough printer memory

loose printer cables


41. What type of security attack is being launched when a hacker calls a company to obtain computer login information and pretends to be an employee?





social engineering*


42. Which two aspects of a computer can be protected by setting the BIOS password? (Choose two.)

network address assignment method

hard drive settings*

operating system login

operating system booting*

file system management

firewall settings


43. After logging into a computer, a user can view files but is unable to download the files. What action can the administrator take to allow the user to download the files while preventing deletion of the files?

Set the folder permissions to Read.

Set the file permissions to Modify.

Set the file permissions to Full Control

Set the file permissions to Read and Execute.*


44. The PC support person has heard of an instance where departmental secretaries go to lunch and leave their computers unlocked and remain logged into their account. Which Windows feature would the technician use to help in this situation?


BIOS/UEFI password

idle timeout and screen lock*

Windows firewall


45. After confirming the removal of a virus from a computer, how should the technician ensure and verify the full functionality of the system?

Check for the latest OS patches and updates.*

Document the problem and the procedures performed to solve it.

Talk with the user to determine the cause of the problem.

Gather information from a number of sources to clearly identify the problem.


46. A customer is angry and calls to complain that the service scheduled on the computer took longer than expected. The technician reviews the work order and notices that the service was performed by a new employee. How should the technician respond?

Verify that the computer is working properly now.

Listen to the complaint and then apologize for any inconvenience caused by the lengthy service on the computer.*

Explain that the repair technician sent to perform the service is inexperienced.

Put the customer on hold until a supervisor is available.


47. Refer to the exhibit. During the troubleshooting of software that is installed on a computer system, a level one technician requires help from a level two technician. The file shown in the exhibit must be sent to the level two technician. How should the level one technician deliver this file?

This file should not be shared with the level two technician.

Replace all passwords in the file with <password omitted> before emailing the file and then supply the passwords by secure means, if required.*

Send the file as it is to the level two technician.

Deliver the file in printed format only.


48. What determines the level of support that a call center technician will provide to an individual customer?

Support is based on the SLA for that customer.*

All customers receive the same level of support by the call center.

A level one technician will provide a higher level of support than a level two technician.

An individual call center technician chooses the level of support based on the time available to assist the customer.


49. After resolving an intermittent CD-ROM drive fault by firmly reconnecting a loose cable, the technician then decides to inspect all other cable connections to prevent other faults from occurring. Which two conditions will help to prevent future cable and connector faults? (Choose two.)

There are no missing or bent connector pins.*

Cables are stretched tight between connectors.

Cables are not bent sharply around adapter cards.*

Device data cables exceed manufacturer specifications.

The connector retaining screws have been over tightened with a screwdriver.


50. A technician has been asked to reinstall the OS on a computer that has a corrupted operating system. The technician inserts the installation media in the optical drive. What would be the most likely action the technician should perform next?

Change the boot sequence in the BIOS.*

Change the BIOS password.

Flash the BIOS for a firmware upgrade.

Change clock speeds in the BIOS.


51. What are three common causes of operating systems problems? (Choose three.)

a corrupted registry*

incorrect IP addressing information

loose cable connections

failed service pack installation*

CMOS battery problem

virus infection*


52. What are three common solutions for a PC that displays an IP address starting with 169.254.x.x? (Choose three.)

Check the DNS server setting.

Turn on the device that is acting as a DHCP server.*

Enable the client machine to receive an IPv4 address automatically.

Use the ipconfig /release and ipconfig /renew commands to request a new IPv4 address.*

Reboot the client machine that is using the 169.254.x.x address.*

Reenter the IPv4 address on the DHCP server.


53. Which built-in BIOS diagnostic test would a technician run to check a computer boot problem?

memory test

POST test

start test*

battery test


54. What are three features of GPS on mobile devices? (Choose three.)

phone number lookup


specialized search results*

device tracking*

remote wipe

gas mileage calculations


55. In Windows 7, which path will give access to parental control?

Start > Control Panel > Network and Internet > Internet Options > Security tab

Start > Control Panel > User Accounts and Family Safety > Parental Controls*

Start > Control Panel > User Accounts and Family Safety > User Accounts > Change User Account Control settings

Start > Control Panel > Network and Internet > Internet Options > Parental Control link


56. A user calls the help desk reporting that a laptop with Linux freezes on startup and displays kernel panic. What could cause this problem?

A driver has become corrupted.*

GRUB or LILO has been deleted.

GRUB or LILO has been corrupted.

An application is using a resource that has become unavailable.


57. A user notices that a mobile device is draining power faster than is normal. What are three causes of quick battery drain? (Choose three.)

The airplane mode is turned on.

An app is using too many resources.*

An app is not compatible with the device.

The device is roaming between call towers.*

The display is set to a high level of brightness.*

The device is connecting over a VPN.


58. Drag the statements on the left to the mobile OS that they describe on the right. (Not all targets are used.)

59. Drag the description to its matching cable type.

60. Match the computer problem with the area of the system affected by the problem.

It-essentials v6.0 Chapter 14 Exam 2018 full

1. A technician discovers that RAID has stopped working. Which two situations could cause this issue? (Choose two.)

The external RAID controller loses power.*

The RAID controller fails.*

The cables connected to the hard drive are connected incorrectly.

One of the hard drives fails.

RAID has been configured incorrectly.


2. A technician is upgrading an older PC with a dual core CPU. When the PC restarts, it is slower than it was before the upgrade. The Performance tab from the Task Manager displays only one CPU graph. What is the most probable solution to this problem?

Update the BIOS firmware to support the dual core CPU.*

Increase the amount of RAM available.

Replace the HDD with a higher capacity hard drive.

Overclock the CPU.


3. What is a symptom of a printer fuser that needs to be replaced?

Toner is coming off printed pages.*

Paper is not feeding into the printer correctly.

Pages are printing with ghost images.

Vertical lines are printed on every page


4. What is a probable cause of a printer producing pages with ghost images?

a worn drum wiper*

a damaged pickup roller

not enough memory

an incorrect print driver


5. What corrective action should be taken on a printer that prints unknown characters?

Reinstall the driver.*

Increase the memory.

Replace the drum wiper.

Replace the fuser.


6. Users in an office complain that they are receiving “Document failed to print” messages when trying to print to a network printer. What is a likely problem?

The printer toner is low.

The printer drum is dirty.

The printer is configured with an incorrect IP address.*

The printer does not have enough memory.


7. A user has not updated an application for over two years and has just updated to the newest release on the workstation. The user notices, however, that the software with the newest release is operating very slowly. The other applications on the workstation are operating normally. What is a possible cause?

The BIOS needs to be updated.

The computer has a virus.

The computer does not have enough RAM.*

The workstation does not have a compatible driver installed.


8. A technician adds a new optical drive to a computer but the optical drive is not recognized by the computer. The technician thinks that the BIOS firmware needs to be updated and updates the CMOS. However, the computer fails to start. What is a possible solution?

Download a different set of drivers for the newly installed hardware.

Contact the motherboard manufacturer to obtain a new CMOS chip.*

Attach external power to the newly installed hardware.

Change the boot order in the BIOS to include the optical drive.


9. A computer repeatedly locks without any error message. Which two conditions may be the cause of the problem? (Choose two.)

The index service is not running.

The computer has a virus.*

An update has corrupted the operating system.*

The UAC has been turned off.

The user has breached the user security policy.

The CPU needs to be upgraded.


10. What usually causes the BSOD in the Windows OS?

CPU overheating

a fragmented hard drive

insufficient RAM

device driver compatibility errors*


11. A user reports that WiFi is not working on a laptop. A technician checks the laptop and notices that the wireless networking icon is missing from the notification area of the task bar. The technician tries to turn the wireless switch on the laptop on and off. However, the wireless NIC is still not displayed. What should be done next to troubleshoot this issue?

Replace the NIC with one that is known to work.

Configure wireless networking in the System Information tool.

Add the NIC to the system in the Devices and Printers control panel.

Activate the NIC in the BIOS or UEFI settings.*


12. What are two reasons that a workstation would begin to lock up frequently? (Choose two.)

failing RAM*

an overheating CPU*

an incorrect display setting

indexing service running too long

issues with the uninstallation of an application


13. A PC is not able to connect to a wired network. Pinging the loopback address is successful, but the gateway cannot be reached. On the network switch all the interface lights are on, except for the interface connected to the PC. The LED on the network card is off. What is the most likely cause of this problem?

The gateway needs to be fixed.

The network cable is faulty.*

The network switch is faulty.

The PC has an incorrect IP address for the DNS server.


14. Users in a recently installed wireless network are complaining of slow data transfer and frequent loss of connectivity. The technician checks that the wireless security is correctly implemented, and there is no evidence of unauthorized users on the network. Which two problems might the technician suspect? (Choose two.)

There is interference from outside sources.*

The DHCP server is faulty.

The wireless signal is too weak.*

The antenna on the access point is too powerful.

The network passwords need to be reissued to the users.


15. A user can send email to other people in the office successful but is unable to receive any email. What is a possible cause of this issue?

The computer has incorrect POP3 or IMAP settings.*

The computer has incorrect SMTP settings.

The computer has a full outbox.

The computer has a wrong username or password configured to receive email.


16. A group of users is unable to connect to the network. When testing several of the PCs and issuing the command ipconfig, the technician notices that all of them have an IP address in the 169.254.x.x range. What is the most likely cause of this problem?

The Internet connection is down.

The DHCP server is not operational.*

The gateway address is incorrect.

The DNS server is not operational.


17. Which network server is malfunctioning if a user can ping the IP address of a web server but cannot ping the web server host name?

the DNS server*

the DHCP server

the FTP server

the HTTP server


18. What command can a technician use on a computer to see if DNS is functioning properly?



net share

net use


19. An administrator deploys wireless access points across the office to provide wireless network connectivity to users. Each workstation receives an IP address via DHCP. After a file server with a static IP is connected to the wired network, the administrator receives an IP address conflict message. What is a possible solution?

Restart the DHCP server.

Change the IP address of the file server with the ipconfig /release and ipconfig /renew commands.

Change the static IP configured on the file server.*

Connect the file server to the wireless network.


20. A computer displays this message when the computer boots: “MBR has been changed or modified.” What could cause this problem?

A boot sector virus has altered the master boot record.*

A virus has altered the Windows kernel.

The CMOS battery has failed.

A RAM module is not fully inserted into the memory slot.


21. A technician is troubleshooting a Windows 7 laptop infected with a virus that has damaged the master boot record. The technician has booted the laptop using the installation media and is attempting to repair the laptop from the command line interface. Which two commands can the technician use to repair the corrupt master boot record? (Choose two.)

bootrec /fixboot*

bootrec /fixmbr*




22. A user reports that all of the software applications operate very slowly every day around 9:30 a.m. A couple of hours later, the computer operates normally for the rest of the day. What is the most likely cause?

The computer is infected with a virus or malware.

The computer network is experiencing congestion at those times.

The computer is being scanned by the antivirus software on a specified schedule.*

The computer is missing a required driver.

It-essentials v6.0 Chapter 13 Exam 2018 full

1. What is the correct way to conduct a telephone call to troubleshoot a computer problem?

Always gather information from the customer and escalate the problem.

Maintain professional behavior at all times.*

Ask personal questions to get better acquainted with the customer.

Explain each step to help the customer understand the troubleshooting process.


2. What is a recommended technique for a technician who is both troubleshooting a problem and also trying to help a customer relax?

Establish a good rapport with the customer.*

Give the customer one minute to speak before taking over the conversation.

Put the customer on hold.

Spend time explaining the cause of the problem to the customer.


3. A customer is upset and wants to speak to a specific technician to resolve a problem immediately. The requested technician is away from the office for the next hour. What is the best way to handle this call?

Refer the angry customer to a supervisor.

Advise the customer that the requested technician is out of the office and insist on trying to resolve the problem.

Make an offer to help the customer immediately, and advise the customer that otherwise the requested technician will call the customer back within two hours.*

Ignore the request for the specific technician by walking through a step-by-step process with the customer in an attempt to refocus the customer and solve the problem.


4. What two actions should a call center technician avoid when dealing with an angry customer? (Choose two.)

spending time explaining what caused the problem*

putting the customer on hold or transferring the call*

apologizing for any inconvenience caused to the customer

sympathizing with the customer

letting the customer explain the problem without interruption


5. A call center technician is on a call with a customer when a colleague indicates that there is something to discuss. What should the technician do?

Interrupt the customer and ask whether the customer would mind going on hold for a few minutes.

Tell the customer that the call will be put on hold for a few minutes.

Signal to the colleague to wait.*

Mute the line to the customer while discussing the issue with the colleague.


6. A technician receives a call from a customer who is too talkative. How should the technician handle the call?

Talk over the customer and quickly gather the necessary information to be of help.

Allow the customer to speak for one minute and then try to refocus the conversation.*

Use open-ended questions and repeat all the information back to the customer to politely show that unnecessary information is being given.

Politely step in and gain control of the call by asking the customer social questions.


7. What are two examples of displaying professional communication skills while talking to a customer? (Choose two.)

the use of active listening, with occasional interjections such as “I see” or “I understand”*

clarifying what customers say after they have finished their explanations*

interrupting customers with a question to gather more information

asking customers to paraphrase their explanations

focusing on what you cannot do to give customers an idea of the magnitude of the problem


8. Which statement describes a best practice related to time management?

The technician should take the easier calls first, regardless of the urgency.

The technician should give better service to a customer for whom the technician feels more sympathy.

The technician can take the call of another technician, even without permission to do so.

The technician should make sure to call the customer back as close to the callback time as possible.*


9. Which two rules should be followed by call center employees to ensure customer satisfaction? (Choose two.)

Show favoritism to returning customers.

Sympathize with customers regarding their negative views of a previous technician.

Offer different repair or replacement options if possible.*

Communicate the repair status with explanations of any delays.*

Take a call assigned to another technician on the call board if the call is from a known customer.


10. Fill in the blank.
The “SLA” is a contract defining the agreed-on level of support between a customer and a service vendor.


11. During the process of troubleshooting, a technician gains access to customer private information. What is expected that the technician do with this information?

Document all information in a log file.

Keep it confidential.*

Send this information to the manager of the customer.

Send this information to the technician manager.

Back up the information just in case the customer needs it some day.


12. Which statement is characteristic of most personal software licenses?

Developers are allowed to modify and share the source code that runs the software.

A company is allowed to use the software campus wide.

A user is allowed to share the software with friends.

A user is allowed to install the software on only one computer.*


13. What is the definition of cyber law?

a single law defining criminal acts that are committed online

the collection of international, country, and local laws that affect computer security professionals*

a contract that defines expectations between an organization and IT service vendors for an agreed upon level of support

the process of collecting and analyzing data from computer systems, networks, wireless communications, and storage devices


14. Which two actions should a technician take if illegal content, such as child pornography, is discovered on the hard drive of a customer computer? (Choose two.)

Confront the customer immediately.

Remove and destroy the hard drive.

Contact a first responder.*

Shut down the computer until authorities arrive.

Document as much information as possible.*


15. When performing computer forensics, what can be prevented with a properly and carefully documented chain of custody?

evidence tampering*

copying of copyrighted materials

cyber crime

identity theft


16. When performing computer forensics what is required to prove a chain of custody?

proper documentation procedures*

an admission of guilt

collected evidence

expert testimony


17. A technician has found possible illegal content on the hard drive of a customer computer. When should a computer forensics expert be brought in?

immediately after the IT technician found the content

after a system administrator has viewed the content

after routine administrative tasks have been completed on the customer PC

after the content is classified as illegal*


18. A technician is analyzing a computer that may have been used for illegal activity. What are two examples of volatile data? (Choose two.)

network connections that are open*

data that is located on an optical drive

files available on an internal drive

users who are logged in to the computer*

a USB drive that is connected to the computer


19. What should a level two technician do immediately after receiving an escalated work order from a level one technician?

Call the level one technician and ask questions about the problem.

Call the customer back to ask any additional questions and resolve the problem.*

Document suggestions to solve the problem in the work order and return it to the level one technician.

Send the work order to a level three technician and ask for support.


20. What is a reason to escalate a problem from a level one technician to a level two technician?

when the equipment needs to be rebooted

when drivers, applications, or operating systems need to be installed*

when the screen resolution of a customer PC needs to be adjusted

when a peripheral device needs to be replaced

21. What are three pieces of information a level one technician should gather from a customer? (Choose three.)

contact information*

description of the problem*

details of any recent changes to the computer*

output from diagnostic software

output from a remote connection to the customer computer

current CMOS settings


22. Which situation would require that a support desk call be given the highest priority?

The company cannot operate because of a system failure.*

A couple of computers have operating system errors.

Some computers cannot log in to the network.

Two users are requesting an application enhancement.

A user is requesting a RAM memory upgrade.


23. When does a level one technician prepare an escalated work order?

when a problem requires that the technician ask questions and document responses

when a technician is able to answer the questions of the customer and solve the problem

when a problem cannot be resolved within a predetermined amount of time*

when a technician must enter information using support software

24. Which statement best describes a call center?

It is a busy, fast-paced work environment where agents contact customers to arrange preventive maintenance appointments.

It is a help desk used by customers to make an appointment to report their computer problems.

It is a place that exists within a company and provides computer support to both employees and customers of the company.*

It is a store-front environment where the customers go with their computers to have them fixed.

It-essentials v6.0 Chapter 12 Exam 2018 full

1. Which two security precautions will help protect a workplace against social engineering? (Choose two.)

performing daily data backups

encrypting all sensitive data stored on the servers

registering and escorting all visitors to the premises*

ensuring that all operating system and antivirus software is up to date

ensuring that each use of an access card allows access to only one user at the time*


2. Which two characteristics describe a worm? (Choose two.)

executes when software is run on a computer

is self-replicating*

hides in a dormant state until needed by an attacker

infects computers by attaching to software code

travels to new computers without any intervention or knowledge of the user*


3. Which type of security threat uses email that appears to be from a legitimate sender and asks the email recipient to visit a website to enter confidential information?



stealth virus



4. What is the primary goal of a DoS attack?

to facilitate access to external networks

to prevent the target server from being able to handle additional requests*

to obtain all addresses in the address book within the server

to scan the data on the target server


5. Which type of attack involves the misdirection of a user from a legitimate web site to a fake web site?

SYN flooding


DNS poisoning*



6. Which password is the strongest?







7. Which three questions should be addressed by organizations developing a security policy? (Choose three.)

What assets require protection?*

How should future expansion be done?

What is to be done in the case of a security breach?*

When do the assets need protecting?

What insurance coverage is required?

What are the possible threats to the assets of the organization?*


8. The XYZ company has decided to upgrade some of its older PCs. What precaution should the company take before the disposal of the remaining older computers?

Perform a high-level format of the hard drive.

Remove the RAM from the motherboard.

Data wipe the hard drive.*

Destroy the monitor.

Remove the CPU.


9. Which two file-level permissions allow a user to delete a file? (Choose two.)



Read and Execute


Full Control*

List Contents


10. What is the name given to the programming-code patterns of viruses?




virus definition tables


11. What is the most effective way of securing wireless traffic?


SSID hiding


wireless MAC filtering


12. Port triggering has been configured on a wireless router. Port 25 has been defined as the trigger port and port 113 as an open port. What effect does this have on network traffic?

Any traffic that comes into port 25 allows outgoing port 113 to be used.

All traffic that is sent into port 25 to the internal network will also be allowed to use port 113.

Any traffic that is using port 25 going out of the internal network will also be allowed to transmit out port 113.

All traffic that is sent out port 25 will open port 113 to allow inbound traffic into the internal network through port 113.*


13. What are two physical security precautions that a business can take to protect its computers and systems? (Choose two.)

Perform daily data backups.

Implement biometric authentication.*

Lock doors to telecommunications rooms.*

Replace software firewalls with hardware firewalls.

Ensure that all operating system and antivirus software is up to date.


14. What is the minimum level of Windows security required to allow a local user to restore backed up files?






15. What is the purpose of the user account idle timeout setting?

to log a user out of a computer after a specified amount of time*

to display a timeout message if a user has not typed a keystroke in a particular amount of time

to turn the computer off if the user has not typed anything after a specified amount of time

to create a log message of how long the computer was not used


16. Which two security procedures are best practices for managing user accounts? (Choose two.)

Disable authentication.

Limit the number of failed login attempts.*

Restrict the time of day that users can log into a computer.*

Enable AutoRun.

Enable port forwarding.


17. Which Windows Firewall option allows the user to manually allow access to the ports required for an application to be allowed to run?

Manage Security Settings*


Turn off Windows firewall

Turn on Windows firewall


18. Which two Windows default groups are allowed to back up and restore all files, folders, and subfolders regardless of what permissions are assigned to those files and folders? (Choose two.)


Power Users

Backup Operators*

Access Control Assistants

Cryptographic Operators


19. A manager approaches a PC repair person with the issue that users are coming in to the company in the middle of the night to play games on their computers. What might the PC repair person do to help in this situation?

Limit the login times.*

Use Event View to document the times logged in and out of the computer.

Use Device Manager to limit access to the computer.

Enable power on passwords in the BIOS.


20. Which question would be an example of an open-ended question that a technician might ask when troubleshooting a security issue?

Is your security software up to date?

Have you scanned your computer recently for viruses?

Did you open any attachments from a suspicious email message?

What symptoms are you experiencing?*


21. Which action would help a technician to determine if a denial of service attack is being caused by malware on a host?

Disconnect the host from the network.*

Log on to the host as a different user.

Disable ActiveX and Silverlight on the host.

Install rogue antivirus software on the host.


22. A technician is troubleshooting a computer security issue. The computer was compromised by an attacker as a result of the user having a weak password. Which action should the technician take as a preventive measure against this type of attack happening in the future?

Check the computer for the latest OS patches and updates.

Verify the physical security of all offices.

Ensure the security policy is being enforced.*

Scan the computer with protection software.


23. It has been noted that the computers of employees who use removable flash drives are being infected with viruses and other malware. Which two actions can help prevent this problem in the future? (Choose two.)

Set virus protection software to scan removable media when data is accessed.*

Configure the Windows Firewall to block the ports that are used by viruses.

Disable the autorun feature in the operating system.*

Repair, delete, or quarantine the infected files.

Enable the TPM in the CMOS settings.


24. A virus has infected several computers in a small office. It is determined that the virus was spread by a USB drive that was shared by users. What can be done to prevent this problem?

Destroy the USB drive.

Activate Windows Firewall.

Change the passwords on the computers.

Set the antivirus software to scan removable media.*


25. A user is browsing the Internet when a rogue pop-up warning message appears indicating that malware has infected the machine. The warning message window is unfamiliar, and the user knows that the computer is already protected by antimalware software. What should the user do in this situation?

Allow the software to remove the threats.

Click the warning window to close it.

Update the current antimalware software.

Close the browser tab or window.*


26. In what situation will a file on a computer using Windows 8.1 keep its original access permissions?

when it is copied to the same volume

when it is moved to the same volume*

when it is copied to a different volume

when it is moved to a different volume


27. What security measure can be used to encrypt the entire volume of a removable drive?



BitLocker To Go*

NTFS permission


28. A user calls the help desk reporting that a laptop is not performing as expected. Upon checking the laptop, a technician notices that some system files have been renamed and file permissions have changed. What could cause these problems?

The file system is corrupted.

The laptop is infected by a virus.*

The display driver is corrupted.

The file system has been encrypted.


It-essentials v6.0 Chapter 11 Exam 2018 full

1. Which factor affects the speed of an inkjet printer?

the desired quality of the image*

the size of printer power supply

the quality of the paper

the cost of the inkjet cartridges


2. What are two cables that are used to connect a computer to a printer? (Choose two.)







3. What type of connection would be used to connect a printer directly to the network?






4. What is a characteristic of thermal inkjet nozzles?

The heat creates a bubble of steam in the chamber.*

Heat is applied to the ink reservoir of each nozzle.

The vibration of the crystal controls the flow of ink.

A charge is applied to the printhead.


5. In laser printing, what is the name of the process of applying toner to the latent image on the drum?






6. What mechanism is used in a laser printer to permanently fuse the toner to the paper?


electrical charge




7. Which statement describes a printer driver?

It is the interface in Windows that identifies a unique printer attached to the workstation.

It is cache inside a printer that stores documents to be printed in a queue.

It is software that converts a document into the format that a printer can understand.*

It is the configuration code that is sent to a printer to identify the operating system of the workstation.


8. A technician is installing a printer that will be directly connected to a computer. Why does the technician not connect the printer initially during the installation process?

The printer needs to be configured first.

The OS of the workstation needs to be updated first.

The printer driver might need to be installed first before the printer is connected.*

The Microsoft download site needs to be searched first for the printer driver.


9. A Windows 7 computer has several printers configured in the Control Panel Devices and Printers window. Which printer will the computer choose to be the first option for printing?

the printer that is set as the default printer*

the software-based printer that is used to create PDF files

the software-based printer that is used to create XPS files

a manual selection, which is always needed


10. What is a characteristic of global and per-document options in print settings?

Per-document options override global options.*

Global options take precedence over per-document options.

It is not possible to configure per-document options.

It is not possible to configure global options.


11. A user discovers that an inkjet color printer is printing different colors from those that are shown on the screen. What can be done to solve this problem?

Calibrate the printer.*

Adjust the printer spool.

Replace the fuser.

Replace the drum.


12. The users on a LAN are reporting that computers respond slowly whenever high resolution photographs are being printed on the color laser printer. What would be the cause of this problem?

The printer does not have enough memory to buffer an entire photograph.*

The printer is not configured for duplex printing.

The paper is not adequate for photograph printing.

The printer is not configured for the proper paper orientation.


13. What is the purpose of the Additional Drivers button in the Sharing tab of the Printer Properties?

to add additional drivers for other operating systems*

to add additional drivers for other printers in the network

to add additional drivers for duplex printing

to add additional drivers for other printers connected to the computer


14. What are two methods to connect to a printer wirelessly? (Choose two.)

IEEE 802.11 standards*






15. In Windows 8, what must be configured to enable one user to share a USB-connected printer with another user on the same network?

Windows firewall

Windows Defender

IEEE 802.11

File and printer sharing*

virtualization option in BIOS


16. Which type of print server provides the most functions and capabilities?

a dedicated PC print server*

a computer-shared print server

a hardware print server

a print server that is implemented in software


17. What are two functions of a print server? (Choose two.)

provide print resources to all connected client computers*

store print jobs in a queue until the printer is ready*

ensure that the connected client computers have up-to-date printer drivers

store backups of documents sent to the printer

provide uninterrupted power to the printer


18. Which action supports an effective printer preventive maintenance program?

Reset the printer page counters if available.*

Replace laser printer toner at set predetermined time intervals.

Clean inkjet print heads when they stop working.

Disconnect the printer from the power source when it is not in use.


19. How can the life of a thermal printer be extended?

Clean the heating element regularly with isopropyl alcohol.*

Clean the inside of the printer with a vacuum cleaner with a HEPA filter.

Keep the paper dry in a low humidity environment.

Wipe the outside of the printer with a damp cloth.


20. After applying a solution to a printer problem, a technician restarts the printer and prints a test page. Which step of the troubleshooting process is the technician applying?

verifying the solution and system functionality*

identifying the problem

testing a theory to determine the cause of the problem

documenting findings, actions, and outcomes


21. A technician recorded that a new fuser roller unit was installed in a laser printer to solve a printing problem. Which step in the troubleshooting process did the technician just perform?

documenting findings, actions, and outcomes*

verifying the solution and system functionality

identifying the problem

testing a theory to determine the cause of the problem


22. What are two probable causes for printer paper jams?

high humidity*

the wrong type of paper*

a defective print cartridge

misaligned print heads

an incorrect print driver


23. What corrective action should be taken if a printer is printing faded images?

secure loose printer cables

update the print driver

clean the printer

replace the toner cartridge*


24. What corrective action would a technician take in response to a print spooler error?

reboot the printer

restart the print spooler*

update the printer driver

clean the printer


25. What would cause an inkjet printer to fail to print any pages?

The printer software is set to toner save.

The printer ribbon is worn out.

The ink cartridge is empty.*

The printer is loaded with a paper type other than photo paper.


26. A user tells a technician that the printer does not respond to attempts to print a document. The technician attempts to print a document and the printer does not output any pages. The technician notices that the printer LCD display is blank and unlit. What is most likely the problem?

The screen contrast is too low.

The printer is not turned on.*

The printer is out of ink.

The print head is clogged.


27. Match the common printer configuration options to the correct descriptions. (Not all options are used.)

It-essentials v6.0 Chapter 10 Exam 2018



1. What are two ways that iOS differs from Android? (Choose two.)

iOS uses an All Apps button whereas Android uses a Home button.

iOS has a physical Home button, but Android uses navigation icons.*

In iOS, the icon for an app represents the app itself. Deleting the icon in iOS deletes the app. In Android, the icon on the Home screen is a shortcut to the app.*

In iOS, apps can only appear on screens, whereas in Android, apps can appear on screens and in folders.

In iOS, folders are created by dragging one app on top of another app, but in Android folders must be created from the home screen menu.


2. What is a good source for safely downloading Android apps?


Google Play*

freeware sites

the Apple App Store


3. Refer to the exhibit. What two statements are true about the operating system screen shown? (Choose two.)

The area that is highlighted contains navigation icons.*

The area that is highlighted displays background processes and indicators.

The area that is highlighted contains the system icons.

This is an Android screen.*

This is an iOS screen.

This is a Windows Phone screen.


4. A small number has appeared on one of the apps on a user’s iOS home screen. What does this mean?

It is an alert badge that indicates the number of items requiring attention for that app.*

It indicates the number of instances of the app that are running on the device.

It indicates how frequently the app has been used within a period of time.

It indicates the number of items in the app folder.


5. What represents apps in the Windows Phone interface?






6. What is the name of the Windows Phone 8.1 digital, or virtual, assistant?



Nova Launcher



7. What is Wi-Fi calling?

a method used to push apps to smartphones

a convenient way to securely and digitally make payments with mobile devices

a government emergency alert service for smartphones

a way to make mobile phone calls over a wireless data network*

a method for sharing data between two mobile devices


8. What is a benefit of the WEA system?

It can save lives by sending emergency text messages to mobile phones.*

It can simplify commerce by allowing payments to be made from a mobile phone.

It is a method of securing a mobile device that has been lost or stolen.

It allows a user to search for resources that are located near the current location.


9. What are two purposes of the passcode lock feature on mobile devices? (Choose two.)

to help prevent theft of private information*

to prevent unauthorized use of the device*

to erase all personal data from the device

to return the device to the default factory state

to restore and re-synchronize the device

to remotely lock the device if it is stolen


10. Which two conditions must be met for mobile device security measures such as remote lock and remote wipe to function? (Choose two.)

The device must be powered on.*

The device must be connected to a network.*

The passcode must be disabled.

The GPS locator must be enabled.

Sandboxing must be enabled.


11. Which two location data sources can locator apps use to determine the position of a mobile device? (Choose two.)

cellular towers*

WiFi hotspots*

the sandbox

remote lock

an app source


12. What are two potential user benefits of rooting or jailbreaking a mobile device? (Choose two.)

The user interface can be extensively customized.*

The operating system can be fine-tuned to improve the speed of the device.*

The root directory of the device is blocked.

The operation of the carrier cellular network may be affected.

A custom OS may reduce sandboxing features.


13. Which statement is true about wireless connectivity on an Android mobile device?

If the network SSID is not being broadcast, the device will not be able to connect to the network.

When the device roams out of the range of any Wi-Fi networks, it can connect to the cellular data network if this feature is enabled.*

If a Wi-Fi network is secured with a password, the network must be manually configured on the device.

The Android OS does not support wireless connectivity that uses WPA2 security.


14. In the context of mobile devices, what does the term tethering involve?

connecting a mobile device to another mobile device or computer to share a network connection*

connecting a mobile device to a hands-free headset

connecting a mobile device to a 4G cellular network

connecting a mobile device to a USB port on a computer in order to charge the mobile device


15. Which statement is true about industry standards for cellular networks?

Cell phones that use a single standard can often only be used in specific geographic areas.*

Cellular standards have made it more difficult and expensive to make calls to people that are on a different network.

First generation cellular standards are mostly digital standards.

Third generation cellular standards require a maximum of 1 Gb/s for devices moving slowly, such as when a user has a mobile device and is walking.


16. What will allow someone to use a cell phone for entertainment without connecting to any networks?

a hotspot


Airplane Mode*




17. What technology enables a cell phone to be used as a hands-free device?






18. A technician is configuring email on a mobile device. The user wants to be able to keep the original email on the server, organize it into folders, and synchronize the folders between the mobile device and the server. Which email protocol should the technician use?






19. What is the code name used for the OS X 10.10 operating system?







20. What is a purpose of the boot manager program?

It manages antivirus signature files, encryption keys, and certificates when a device boots.

It automates the POST and checks the disk for bad sectors during a boot.

It checks the validity of hardware and software on the device after a factory reset.

It allows the user to select the OS to use to boot the device.*

It allows the user to determine which apps are automatically opened during the boot process.


21. What is the purpose of signature files used to secure mobile devices and operating systems?

They contain a record of historical and pending firmware and software updates.

They contain a list of all user passwords.

They contain a log of digital certificates and encryption keys associated with the user.

They contain sample code from known viruses and malware that is used by security software to identify malicious software.*


22. A file called new_resume has the following file permissions: rw-r-x–x What two facts can be determined from these permissions? (Choose two.)

The user has full access to the file.

Members of the group have read and execute access to the file.*

Other people have read and execute access to the file.

Group members are able to modify the file.

The user is able to read and modify the file.*

Other people have no access to the file.


23. What is the result of doing a factory reset on a mobile device?

The operating system will be updated with the most recent updates and patches.

All user data and settings will be deleted.*

The operating system will be deleted and all user data is transferred to the Cloud.

A complete backup of the device is done and all viruses and malware are removed.


24. What tool can be used on a mobile device to display available cellular networks, location of networks, and signal strength?

Wi-Fi analyzer

loopback adapter

cell tower analyzer*

toner generator and probe


25. An administrator is re-imaging a large number of Mac OS X machines. What built-in tool or command can be used to remotely boot the computers?



Time Machine



26. What tool or command is used in the Mac OS X to navigate the file system?

File Explorer

Task Manager




27. What command is used to open a text editor in Unix-like systems?






28. Fill in the blank.
Both Linux and OS X devices have a service called “cron” that runs in the background and is responsible for executing scheduled tasks.

It-essentials v6.0 Chapter 9 Exam 2018 100%



1. Which two statements are true of a laptop CPU when compared to a desktop CPU? (Choose two.)

Laptop CPUs operate at higher clock speeds.

Laptop CPUs use smaller cooling devices.*

Laptop CPUs consume more power.

Laptop CPUs are interchangeable with desktop CPUs.

Laptop CPUs are designed to produce less heat.*


2. Which laptop component makes use of throttling to reduce power consumption and heat?



optical drive

hard drive


3. Why are SODIMMs well suited for laptops?

They have a small form factor.*

They connect to external ports.

They do not produce heat.

They are interchangeable with desktops.


4. What is a characteristic of laptop motherboards?

Laptop motherboards use the same form factors as desktop motherboards.

Laptop motherboards are proprietary.*

Laptop motherboards use standard form factors.

Laptop motherboard components are compatible with desktop motherboards.


5. Which laptop component converts DC power to AC power?

fluorescent tube


power supply



6. Where is a Wi-Fi antenna commonly located on a laptop?

on an external USB adapter

above the laptop screen*

next to the keyboard

on the side of the laptop


7. Which two methods can be used to configure laptop ACPI power options? (Choose two.)

BIOS settings*

Windows Power Options utility*

Windows UAC settings

Windows AERO theme settings

power dial


8. A user needs to connect a Bluetooth device to a laptop. Which type of cable is needed to accomplish this?

None. Bluetooth connections are wireless.*

VGA cable

USB cable

EIA/TIA 232 cable

parallel cable


9. A technician has installed a wireless Ethernet card in a Windows 7 laptop. Where would the technician configure a new wireless connection?

Control Panel > Networking and Sharing Center > Set up a new connection or network*

Control Panel > Administrative Tools > Services

Control Panel > Internet Options

Control Panel > System > Device Manager


10. Which technology provides laptops the ability to function on a cellular network?

mobile hotspot*



802.11 Wi-Fi


11. A technician is trying to remove a SODIMM module from a laptop. What is the correct way to do this?

Press outward on the clips that hold the sides of the SODIMM.*

Pull outward by holding the center of the SODIMM module.

Apply downward force on the SODIMM module.

Desolder the SODIMM module.


12. When replacing or adding memory to a laptop, where can a technician find the maximum amount of RAM each memory slot can support?


System Properties window

POST screen

website of manufacturer*


13. What should be done immediately after a CPU is latched in and screwed down to a laptop motherboard?

The heat sink should be attached to the CPU.

The cooling fan should be fastened to the motherboard.

The power cable should be attached from the cooling fan to the motherboard.

The locked down CPU should be protected with thermal paste.*


14. Which technology allows a mobile device to establish wireless communication with another mobile device by touching them together?




Lightning connector


15. Which technology will allow a mobile device to share an Internet connection with other devices via tethering?



near field communication



16. What are two differences between an e-reader and a tablet device? (Choose two.)

An e-reader only supports Wi-Fi connectivity but a tablet can support both Wi-Fi and cellular connectivity.

An e-reader commonly has longer battery life than a tablet device.*

A tablet device is usually lighter in weight than an e-reader.

A tablet device screen may be harder to read in direct sunlight than an e-reader screen.*

A tablet uses an electronic paper technology that provides better performance than an e-reader.


17. What type of device is commonly used to measure and collect daily activity data for achieving personal goals?


smart camera

fitness monitor*

Global Positioning System


18. A technician has been asked to decide which laptop components should be cleaned on a monthly basis as part of a maintenance routine. What are two examples of components that should be included? (Choose two.)

exterior case*



optical drive



19. To clean laptops, which two products are recommended? (Choose two.)

cotton swabs*

mild cleaning solution*


rubbing alcohol

car wax


20. What two steps must be taken before performing a cleaning procedure on a laptop computer? (Choose two.)

Disconnect the laptop from the electrical outlet.*

Remove all installed batteries.*

Wipe the surface of the touch pad.

Clean the screen with a cloth.

Insert the cleaning disk into the optical drive.

Backup the registry.


21. What is the first step in the process of troubleshooting a laptop?

Identify the problem.*

Establish probable causes.

Determine the exact cause.

Verify full functionality.


22. What is the next step in the troubleshooting process after a solution has been implemented on a laptop?

Verify the solution.*

Document the solution.

Ask the customer to explain the problem.

Return the device to the customer.


23. While troubleshooting a mobile device, a technician determines that the battery is not holding a charge. What is the next step in the troubleshooting process?

Implement a solution.

Document the findings.

Determine the exact cause.*

Verify the solution and full system functionality.



24. A technician notices that a laptop display appears stretched and pixelated. What is a probable cause of this?

The display properties are incorrectly set.*

The power management features are incorrectly set.

The power inverter is failing.

The screen has been burned in.

One of the RAM modules is failing.


25. A user with a company-issued smartphone notices that there is a gap at the end of the device. A technician examines the smartphone and discovers that the battery is swollen. What should the technician do next?

Use the smartphone until the battery is completely discharged.

Clean the battery leads with baking soda.

Replace the battery.*

Use a multimeter to see if the output voltage is within range.