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It-essentials v5.0 Final Exam Answers

Final exam IT Essentials v5.0

Which power criterion will affect the number of internal drives that are installed in a computer?

+5VDC output
+20VDC output
AC input
DC output
power supply voltage
power supply wattage

A customer needs additional storage space on an older computer. What will the technician look at in the computer to determine if an additional hard drive can be added?

adequate RAM
an open PCI/PCIe expansion slot
an available PATA/SATA connection
BIOS version
the heat that is generated and air flow requirements

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

Which step is critical in selecting and installing multiple cooling fans for a PC case?

Make sure they are the same make and model.
Make sure they run at the same speed.
Make sure they provide the same amount of air flow.
Make sure they are mounted in correct air flow directions.

Which statement is true about DDR2 and DDR3 RAM modules?

They operate at the same voltage.
They have a different number of contact pins.
They use different types of DIMM slots on the motherboard.
They require the same operating frequency on the front side bus.

To avoid electromagnetic interference, which type of equipment should a technician route copper network cables away from?

wireless network devices
cordless telephones
microwave ovens
electric motors

Which statement is true about the use of an antistatic wrist strap?

An antistatic wrist strap should not be used in conjunction with an antistatic mat.
For optimum grounding, the clip should be attached to a painted section of the computer case.
The metal part of the wrist strap should not make contact with your skin.
An antistatic wrist strap should not be worn when repairing a power supply.

Which are two potential risks to a mobile device that could result from rooting or jailbreaking the device? (Choose two.)​

A custom OS enables user access to the root directory.
A custom OS may not properly create or maintain sandboxing features.
The user interface may be extensively customized.
The device performance may be improved.
Some features initially disabled by a carrier may be enabled.

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.

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.

What two actions are appropriate for a support desk technician to take when assisting customers? (Choose two.)

Interrupt customers if they start to solve their own problems.
Comfort a customer by minimizing the customer problem.
Let a customer finish talking before asking additional questions.
If you have to put the customer on hold, ask the customer for permission.
As soon as you detect customer anger, pass the angry customer to the next level.

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

Which two interface types make it possible to attach different external components to laptops and desktops without powering the computer off? (Choose two.)


Which motherboard feature controls the amount of data that a CPU transfers at one time?

pin grid array
front side bus
MMX instructions
read-only memory

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


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.

Which statement correctly compares the characteristics of coaxial cable with twisted-pair cable?

The limited bandwidth of coaxial cable makes it better than twisted-pair cable for LAN installations.
Coaxial cable is less expensive than twisted-pair cable.
Coaxial cable is physically more difficult to install than UTP cable.
Because it contains a single copper conductor, coaxial cable is easier to troubleshoot than twisted-pair cable.

How is DSL able to carry telephone and data signals at the same time?

Each signal uses a different frequency.
Each connection is dialed separately.
DSL uses low frequency transmissions.
DSL uses digital signals to carry both the telephone and data traffic.

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

A user wants to upgrade components in a laptop to improve performance. Which two components can be replaced by the user? (Choose two.)

LCD display

What are two operating systems that are found on mobile devices? (Choose two.)


A technician is attempting to create virtual machines on a PC but wants to ensure that the physical system resources used by the virtual machines are directly managed by them and not by the host operating system. How can the technician accomplish this?

Set up the virtual machines using a native hypervisor.
Set up the virtual machines using a hosted hypervisor.
Set up the virtual machines as Windows Virtual PCs
Limit the amount of paged RAM.
Disable hyperthreading in the BIOS.

Which feature of a mobile device touchscreen will allow a user to zoom in displayed items such as maps and photographs?

long touch
double touch

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.

A user updates a device driver and reboots the system. When the user successfully logs in after the reboot, the OS displays a blue screen and crashes. The user presses the F8 key on reboot and tries to log in using the Last Known Good Configuration but gets the same result. Why will the Last Known Good Configuration not work?

The Last Known Good Configuration is overwritten with the current one on successful login.
The boot.ini file is corrupt.
The user failed to run chkdsk prior to logging in.
The user failed to save the CMOS settings on reboot.

Which file is used to detect and build information about the hardware devices installed on a Windows XP laptop during the boot process?


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 the partition useable?

Partition the unallocated space.
Format the existing partition.
Delete all partitions and reinitialize the disk.
Covert the unallocated space into a dynamic disk.

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.

A technician is troubleshooting a computer that fails to print. The technician suspects that the printer driver may be outdated, proceeds to download the latest driver, and installs it. The technician attempts to print, but the problem persists. What is the next action that the technician should take?

Develop a new theory.
Test the theory.
Establish a plan of action.
Identify the problem.

A user reports that some printing jobs are not being printed. The technician checks and notices that the jobs are stuck in the printing queue. What action should the technician take to solve the problem?

Cancel the job that displays the error that is preventing the other jobs from being printed.
Reinstall the printer driver.
Unplug the data cable from the printer and plug it in again.
Plug the printer to a voltage regulator.

A technician is troubleshooting a printer that fails to print because of constant paper jams. What should the technician try first?

Clean the printer.
Secure printer cables.
Configure the printer port.
Check for bent pins on the printer cable.

A technician is planning an operating system upgrade for a user system that is currently running Windows Vista. Because the BitLocker feature embedded in the Windows Vista OS is required, there is a request that this feature be available when the new operating system is installed. Which version or versions of Windows 7 would support this feature?

Windows 7 Ultimate
Windows 7 Ultimate and Professional
Windows 7 Ultimate and Professional and Home Premium
Windows 7 Ultimate and Professional and Home Premium and Starter

What does %USERPROFILE% represent in the pathC:Users%USERPROFILE%AppDataLocalTemp?

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

A company has a preventive maintenance policy that requires every computer have a new restore point created every six months. How can a technician create the restore point?

From the CLI enter the command restore /cn.
Choose Start > Control Panel > Accessories > System Tools > System Restore > Create a restore point.
Choose Start > All Programs > Accessories > System Tools > System Restore > Create a restore point.
Right-click My Computer and then choose Properties > Restore > Create Restore Point.

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

A user believes that a data file on a Windows XP computer has been corrupted. Which utility can provide the best information about the data file?


Which two-factor identification method requires a user to use a small radio transmitting device and then enter a password in order for the authentication to be accepted?

smart key
biometric reader
electronic key card
key fob

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?


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

What best describes the security threat of spoofing?

making data appear to come from a source that is not the actual source
sending abnormally large amounts of data to a remote server to prevent user access to the server services
intercepting traffic between two hosts or inserting false information into traffic between two hosts
sending bulk email to individuals, lists, or domains with the intention to prevent users from accessing email

Which three attributes of NTFS make it a better file system than FAT32? (Choose three.)

file and folder permission options
file size per volume of 4.17 million
large cluster size
encryption at the file and folder level
maximum individual file size of 4 GB

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


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.

A technician is servicing a laser printer. Which two printer parts should the technician avoid touching because they retain large amounts of voltage even when disconnected from a power source?

conditioning roller
toner cartridge
corona wire
printer head
paper tray

A wireless LAN is being deployed inside the new one room office that is occupied by the park ranger. The office is located at the highest part of the national park. After network testing is complete, the technicians report that the wireless LAN signal is occasionally affected by some type of interference. What are two possible causes of the signal distortion? (Choose two.)

the microwave oven
the large number of trees that surround the office
the cellular phones that are used by the employees
the elevated location where the wireless LAN was installed
the number of wireless devices that are used in the wireless LAN

A technician is to document the current configurations of all network devices in a college, including those in off-site buildings. Which protocol would be best to use to securely access the network devices?


A computer can access devices on the same network but cannot access devices on other networks. What is the probable cause of this problem?

The cable is not connected properly to the NIC.
The computer has an invalid IP address.
The computer has an incorrect subnet mask.
The computer has an invalid default gateway address.

What is the reason for disabling SSID broadcasting and changing the default SSID on a wireless access point?

Anyone with the default SSID can gain access to the access point and change the configuration.
Disabling SSID broadcasting frees up radio frequency bandwidth and increases the data throughput of the access point.
The access point stops broadcasting its own MAC address, thus preventing unauthorized wireless clients from connecting to the network.
Wireless clients must then have the SSID manually configured to connect to the wireless network.

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.

Rogue antivirus warning windows have been reported as appearing on computers in a company. The computer systems administrator is drafting a notice to all employees explaining how to deal with this problem. In addition to a description of the problem and the reporting procedure, which two instructions should also be included in the notice? (Choose two.)

Do not click anywhere in the warning window.
If the window has to be closed, then press Alt + F4.
Close the window by clicking the cross in the top right corner.
Click the Cancel button in the window to close the window.
Update the antimalware software on the computer.

An audit reveals company files that are stored in the personal server space of a former employee have been modified after the employee left the company. What should be done to prevent further unauthorized access to these files, while still allowing the company to use them?

Disable the account of the former employee.
Delete the account of the former employee.
Delete the files from the server.
Change the account to a Guest account.

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.

Which two procedures should be done before performing preventive maintenance on a laptop? (Choose two.)

Attach any devices that are normally used as part of daily operations.
Verify that all drivers are current.
Ensure the BIOS is the latest version.
Disconnect the AC adapter.
Remove the battery.
Ensure the latest operating system updates have been applied.

In what circumstance would plenum-rated twisted-pair computer network cabling be required?

when the required cable run is more than 330 feet in length
when the cable run must be installed inside a ceiling
when the cable run connects to the MDF
when the cabling is installed at a punchdown block in a wiring closet

Which three actions should be part of a regular computer preventive maintenance plan? (Choose three.)

removing dust from fan intakes, the power supply, and peripherals
installing appropriate security updates
removing unused or unwanted programs
changing browser settings
deleting old email
installing more RAM in the machine

Which feature is characteristic of the ntbackup command?

It can be executed from a batch file.
It can be used to restore files.
It is used to create a copy of the registry.
It is used to create restore points.

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

After the administrator manually configures the correct SSID on a new laptop, the computer is still unable to connect to the wireless LAN. Which additional action should the administrator take to resolve this problem?

Modify the group account of the user to include all file permissions.
Reboot the wireless access point.
Rename the laptop and reset the user password on the network.
Verify that the MAC address for the laptop is in the MAC address filter table.

The current IP configuration of a small company 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 would simplify the workstation IP configuration task?


What is a typical task performed by a level one technician in a call center?

gathering information when a customer calls for help
solving the problem that might require opening up the computer case
using remote access software to troubleshoot the customer computer
picking up an escalated work order and calling the customer for further information


It-essentials v5.0 A+ Cert Practice Exam 2

IT 5.0 A+ Cert Practice Exam 2 – IT Essentials v5.0


Refer to the exhibit. In what situation would a technician use this tab?

When the device will not be using the Internet.
When a device is behind a firewall and software is being used that needs access to a remote network.
When the computer will be using a VPN connection and accessing the Internet while connected through the VPN.
When a laptop is used both at work with DHCP and at home with a static IP address.

A technician is attempting to repair a Windows 7 laptop that has a missing or corrupt OS file that prevents Windows 7 from starting up. The technician reboots the laptop and accesses the WinRE via the F8 key. Which option must the technician choose in the System Recovery menu to locate and fix the missing or corrupt system files?

System Restore
Windows Memory Diagnostic
Startup Repair
System Image Recovery

After complaints from users, a technician identifies that the college web server is running very slowly. A check of the server reveals that there are an unusually large number of TCP requests coming from multiple locations on the Internet. What is the source of the problem?

The server is infected with a virus.
There is insufficient bandwidth to connect to the server.
There is a replay attack in progress.
A DDoS attack is in progress.

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

pick up roller
network cable

A user has determined that the computer hard drive is failing. Before the failure, the user implemented a backup scheme running a normal backup every end of the month and then incremental backups every other day. What is the correct sequence that the user has to follow in order to restore the backup?

Restore the last incremental backups in inverse order, and then restore the last normal backup.
Restore the last normal backup first, then restore the incremental backups in order.
Restore the last incremental backup and then restore the last normal backup.
Restore the last normal backup first, then restore the last incremental backup.

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

The RAM is not compatible with the motherboard.
The hard drive has been partitioned.
Not enough RAM is installed in the system.
The hard drive is full.
The CPU has been overclocked.

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.

Which statement that is related to running 64-bit software is correct?

64-bit software requires a 64-bit processor but can run on a 32-bit operating system.
64-bit software can run on a 32-bit processor but requires a 64-bit operating system.
64-bit software requires a 64-bit processor and a 64-bit operating system.
64-bit software can run on a 32-bit processor using a 32-bit operating system but the software performance will be slower.

Which user account should be used only to perform system management and not as the account for regular use?

standard user
power user

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?


What are two features of the Android operating system? (Choose two.)

Android has been implemented on devices such as cameras, smart TVs, and e-book readers.
Each implementation of Android requires a royalty to be paid to Google.
All available Android applications have been tested and approved by Google to run on the open source operating system.
Android applications can only be downloaded from Google Play.
Android is open source and allows anyone to contribute to its development and evolution.

Which two guidelines are appropriate for creating strong passwords? (Choose two.)

Use only upper case and numeric values in passwords.
Include letters, numbers, and symbols.
Use at least eight characters.
Change the password once each year.
Passwords should contain symbols only.

A technician is about to install and configure a wireless network at a small branch office. What is the first security measure the technician should apply immediately upon powering up the wireless router?

Disable the wireless network SSID broadcast.
Configure encryption on the wireless router and the connected wireless devices.
Enable MAC address filtering on the wireless router.
Change the default user-name and password of the wireless router.

A technician is troubleshooting a Windows 7 laptop that takes significantly longer than expected when performing a file search. What is the possible cause?

The file permissions are not set.
The disk type is dynamic.
The disk type is basic.
The file system is corrupt.
The index service is not running.

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

wired Ethernet
cellular communications

A user is viewing the Disk Management utility on a PC that is running Windows XP and notices that one of the disks is marked as Foreign. What does this mean?

This is a dynamic disk whose partition has been deleted.
This is a dynamic disk from another PC running Windows XP.
This is a basic disk that has just been converted to a dynamic disk.
This is a disk that does not contain a valid signature.

What action should a technician take before upgrading computers from Vista to Windows 7?

Uninstall all programs.
Run Vista Upgrade Analyzer.
Run Windows 7 Upgrade Advisor.
Upgrade the video card.

What are two file attributes? (Choose two.)


Which type of malware is disguised as a legitimate program?


A technician has successfully removed malware from a PC and finds that when the system is rebooted error messages are displayed about missing and corrupt system files. What utility can the technician use to replace or fix any corrupted system files?


An “OS not found” error message is displayed when a computer is started. The technician determines that the single hard drive is configured as a slave. What needs to be done to correctly configure the hard drive as a master?

Change the master/slave setting in System Tools.
Replace the hard drive.
Change the master/slave setting in BIOS.
Change the jumper settings on the hard drive.

A technician is troubleshooting a server and wants to see all open shared files on it. What command could the technician use to do this?

net accounts
net file
net group

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?

Replace the CMOS battery.
Reinstall the OS.
Upgrade the BIOS.
Change the power settings in the BIOS.

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

RAM failing
power supply failure
out-of-date browser
lack of antivirus software
device driver errors

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

A technician needs to permanently destroy data on some drives before disposing of them. What is the best way to do this?

Shatter the drive platters with a hammer.
Overwrite the drives
Partition the hard drives.
Perform a full format.

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

compressed air
mild detergent solution
regular vacuum cleaner
special vacuum cleaner

On a PC that is running Windows 7 Ultimate, a user sets up a home entertainment system and creates a homegroup. The user then joins two other PCs to the workgroup, one PC running Windows 7 Starter and the other running Windows 7 Home Basic. What else must the user do in order to have the user accounts on the Windows 7 Home Basic and Windows 7 Starter PCs access the shares on the home entertainment system?

Users have to be added to the user accounts on the home entertainment PC.
Users on the PC that is running Windows Home Basic will have to be manually added to the homegroup.
Nothing has to be done. All users accounts on all the PCs will automatically be added to the homegroup.
User accounts on all three PCs have to be added to the homegroup.
Users on the PC that is running Windows Starter cannot join the homegroup.

A user wants to extend a primary partition formatted with the NTFS file system with the unallocated space on the hard disk. What must the user do after the primary partition is extended to make it usable?

Format the disk with the FAT64 file system.
Convert the disk type to dynamic.
Ensure that the disk type is basic.
Partition the new space as a basic disk.

A user has detected that one of the virtual machines in a computer is infected with a virus. Which statement about the situation is likely to be true?

The host machine antivirus program requires an update.
The host operating system is not necessarily infected with a virus.
All of the virtual machines running on the host are infected with a virus.
The host machine operating system has a bug.

What type of file system allows the use of files larger than 5 GB and is mostly used on internal hard drives?


A user purchases a new 802.11n wireless router and sets it up at home. The user notices that 802.11n devices can connect to the wireless router but 802.11g devices cannot connect. What is the problem?

The wireless router is set to use the wrong channel.
The wireless router has not been set for mixed mode.
The wireless router is faulty.
The wireless router is using the wrong SSID.

Which two possible errors may be displayed when a laser printer does not have enough memory to handle the type of printing jobs that the users are trying to print? (Choose two.)

incorrect type of memory
memory overload
incorrect slot of memory used
print job incomplete
out of memory
buffer overflow

What is true about restore points?

Restore points should always be created before making changes to a system.
Once System Restore is used to restore a system, the change is irreversible.
Restore points back up personal data files.
Restore points recover corrupted or deleted data files.

A technician has created a customized image of Windows 7 and wants to deploy it to 30 PCs. Which utility can the technician use to do this?


A user reports that a computer is unable to print on an inkjet printer. The technician has determined that there is no paper in the paper bin. What is the next step in the troubleshooting process?

Determine the exact cause.
Establish a plan of action.
Document the findings.
Verify system functionality.

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?

// WORK2/installs

What are two functions of hypervisors? (Choose two.)

to allocate physical system resources to virtual machines
to manage virtual machines
to partition the hard drive to run virtual machines
to protect the host from malware infection from the virtual machines
to share the antivirus software across the virtual machines

What is a possible situation when it might be necessary to boot Windows 7 from a USB device, a CD, or a DVD?

to repair the system
to disable background services
to delete registry keys
to partition the hard drive

What is required in order to connect a Wi-Fi enabled laptop to a WPA secured wireless network?

an updated wireless driver
a security encryption key
a username and password
a MAC address

Which security threat hides the resources that it uses from antivirus programs?


A technician is troubleshooting a workstation in a domain that has been infected with a virus. What is the first step the technician should take to clean the infected workstation?

Run the antivirus software.
Update the antivirus software.
Turn off system restore.
Disconnect the workstation from the network.

Which feature of a mobile device uses sensors to detect the orientation of the screen and changes the display to landscape or portrait as required?

screen calibration

A Windows XP PC that was formatted with the NTFS file system displays a missing or corrupt DLL error message when a certain program is run. What is the cause of this?

The OS must be 64 bit in order to support the DLL.
The NTFS file system does not support DLLs.
The DLL file was not installed with the program.
The DLL file was not registered during installation of the program.

A user has a computer that is infected with spyware. What should be performed before removing the spyware?

Run Windows Update.
Disable System Restore.
Create a full backup.
Run a disk defragmentation.

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

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

BIOS card
USB expansion card
POST card
advanced graphics card

A wired network is undergoing several changes that could leave it vulnerable to connection by unauthorized devices while the work is in progress. Which two temporary measures would enable the authorized devices to continue to have network access but prevent unauthorized devices from connecting? (Choose two.)

Subnet the network.
Disable DHCP.
Disable SSID broadcast.
Disable DNS.
Assign static IP addresses to the authorized devices.

A technician successfully removes malware from an infected PC. When the PC is rebooted it displays error messages about missing system files. How can the technician fix this problem?

Disable unknown services using Msconfig.
Write a new boot record with Fixboot.
Run Chkdsk.
Run Sfc.

A user has shared a directory on the network. The files in the directory can be modified, created, and deleted when accessed from the local computer, but when accessed from another computer, the files can only be viewed. What can the user do to gain all the permissions when the files are accessed over the network?

Update to the NTFS file system.
Adjust firewall settings.
Run a full antivirus scan.
Adjust share permissions.

A technician is trying to troubleshoot a Windows 7 PC remotely and finds that pings to the target machine fail and that telnetting into it fails as well. What changes should the technician make on the Windows 7 firewall in order to telnet into the target PC remotely?

Open ports 20 and 21 on the target machine.
Open port 23 on the target machine.
Open port 80 on the target machine.
Allow ICMP messages on the target machine.

Which statement is correct about installing a 32-bit operating system on a x64 architecture?

The OS will run correctly.
This combination will provide better security.
The OS will always make use of all the RAM available.
The OS can address more than 128 GB of memory.

What tool can be used to find and attempt to fix file structural errors on a hard disk in Windows 7?


What type of partition has the ability to create volumes spanning across more than one disk?


A user needs to frequently access data from a shared folder on a remote computer. Which command would be used to map a network drive to the remote share?

net use

A user reports that a PC is losing files, not opening some files, and is performing slowly. The technician suspects problems with the hard drive. What should be done to protect the data that is on the PC and to determine the source of the problem, without risking total drive failure?

Run CHKDSK, then back up all important files.
Run CHKDSK, then run FDISK.
Run FDISK, then replace the hard drive.
Back up all important files, then replace the hard drive.
Back up all important files, then run CHKDSK.

Which Windows utility can be used to schedule a regular backup for preventive maintenance?

Windows Task Manager
System Restore
Windows Task Scheduler
Disk Cleanup

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

internal SSD
Subscriber Identity Module card
touch screen
accelerometer sensors

Which two common connection types are used to synchronize mobile devices with a PC or laptop? (Choose two.)


A business organization is configuring security on the mobile devices that are used in the organization. The security policy states that business data on mobile devices should only ever be accessed by employees. Which mobile device security feature can be used to best ensure that business data is rendered completely inaccessible if the device is lost or stolen?

remote wipe
passcode lock
remote lock

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
high capacity
flash memory storage is field-serviceable
power efficiency
ease of upgrading

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?


A computer technician has successfully returned a laptop to full operation and verified system functionality. Actions the technician performed included modifying the registry and applying patches to the operating systems. What is the next step in the troubleshooting process that the technician should do?

Consult manufacturer manuals and repair logs.
Reboot the computer.
Re-attach and test all peripherals.
Document the solution.

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How can a user prevent specific applications from accessing a Windows computer over a network?

Enable MAC address filtering.
Disable automatic IP address assignment.
Block specific TCP or UDP ports in Windows Firewall.
Change default usernames and passwords.

When a Windows XP computer starts, a “Missing NTLDR” message is displayed after the POST. What are two possible solutions to this problem? (Choose two.)

Use the last known good configuration to boot the computer.
Run fdisk/mbr from the command prompt.
Run the bootrec/fixmbr command from the System Recovery console.
Restore the BOOTMGR file from the Windows installation media.
Restore ntdetect.com from the Windows installation media.

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 power supply has failed.
The computer is overheating.
The index service is not running.
A startup file has become corrupted

A technician has replaced the power supply unit of a PC, but notices that when the PC boots up the RAID array cannot be found. The technician verifies that the wattage of the replaced power supply unit matches the original one and that the RAID controller is receiving adequate power. What is the problem?

The RAID controller requires a higher voltage setting.
The CMOS settings have not been saved.
The power cables were incorrectly reconnected to the array of drives.
The power supply unit is not supplying the correct voltage.

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 OS on the laptop.
Move the laptop to a new location.
Replace the PCI Express Micro card with a Mini-PCIe card.
Replace the PCI Express Micro card with a Mini-PCI card.

Which type of user account is created automatically during a Windows XP installation?

Standard user
Power user

A cleaner attempts to enter a computer lab but is denied entry by the receptionist because there is no scheduled cleaning for that day. What type of attack was just prevented?

shoulder surfing
social engineering
war driving

After consulting the manufacturer manuals, a technician applies a series of recommended solutions that resolve a problem with a workstation computer. What is the next step in the troubleshooting process that the technician should perform?

Determine the next steps to resolve the problem.
Test the theory of probable cause.
Document the findings, actions, and outcomes.
Verify the solution and confirm full system functionality.

A user is able to only access files required to perform a specific task. What type of security practice is being applied?

principle of least privilege
principle of necessary privilege
principle of most privilege
principle of privileges

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

The CMOS settings have not been saved on bootup.
The CPU multiplier has not been set.
The front side bus is set too low.
The CPU voltage is set too high.

A user receives an email requesting verification of the password that is used to access bank files. What type of security threat is this?

social engineering

A company has replaced five desktop computers in the accounting and finance department with new computers. The plan is to donate the recovered computers in a fully functional state to a not-for-profit community organization. How can the company ensure that sensitive financial data cannot be accessed once the computers are donated?

Perform a high-level format on the hard drives.
Drill holes through the hard drive platters.
Data wipe the hard drives by using specialized software.
Delete all the files and directories on the hard drives.

Which ping command option would be used to resolve the hostname when testing connectivity to a specific IP address?

ping -a
ping -t
ping -s
ping -n

Which two precautions can help prevent social engineering? (Choose two.)

Always require a user name and password to be configured.
Keep your password securely under your keyboard.
Escort all visitors.
Do not allow any customers into the workplace.
Always ask for the ID of unknown persons.

A company has a guest wireless network available for visitors while on the company premises. A technician has noted that unauthorized users are connecting to this wireless network from outside the premises. Which action can be taken to reduce unauthorized connections to the guest wireless network while enabling visitors to still connect quickly and easily without assistance while on the company premises?

Disable SSID broadcast.
Configure WPA encryption.
Reduce the radio power level.
Enable MAC address filtering.

Which three items are biometric security devices? (Choose three.)

voice recognition
fingerprint reader
retina scanner
smart card
key fob

Which statement is correct about applying firmware updates?

Firmware updates should not be included as part of the preventive maintenance program.
It is possible to use the Roll Back feature to reverse the change.
Firmware updates are sometimes irreversible.
The firmware updates can be installed automatically using the Windows Service Pack utility.

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.)

Run sfc/scannow in Safe Mode.
Run Windows Startup Repair.
Use the msconfig command to adjust the startup settings for the program.
Register the DLL file using the regsvr32 command.
Reinstall the correct drivers.


It-essentials v5.0 A+ Cert Practice Exam 1

IT 5.0 A+ Cert Practice Exam 1 – IT Essentials v5.0

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Which three PC desktop functions are typically provided on the front panel and must be connected to the motherboard? (Choose three.)
PC power button
CPU temperature indicator
audio power button
network activity light
drive activity light
USB connectors


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What wireless networking standard has a range of 250 meters (820 feet)?


A customer asks for a solution to a printer problem that is beyond the knowledge level of the technician. What should the technician do?

Gather as much informatio n as possible and escalate the problem.
Ask the customer to call again when another technician can provide a solution to the problem.
Tell the customer to call the printer manufacturer to fix the problem.
Try to fix the problem anyway.

What is the expected behavior of an ADSL service?

The download and upload rates are the same.
The upload rate is faster than the download rate.
The user can select the upload and download rates based on need.
The download rate is faster than the upload rate.

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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 LCD screen has failed.
The video display driver is corrupt.
The inverter has failed.
The laptop battery is bad.

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?

Use a different type of paper.
Purchase a maintenance kit.
Check for loose printer cables.
Perform a printer head cleaning.

Which two statements are correct about the inverter and backlight display components in a laptop? (Choose two.)

LED monitors require the use of an inverter.
DC power is required by the backlight in some types of screens.
The inverter converts DC power to AC power.
The inverter converts AC power to DC power.
AC power is required by the backlight in some types of screens.

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.
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.
The technician can use a 20-pin-to-24-pin adaptor to connect the power supply to 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.

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

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?


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


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

USB 3.0 devices
video card
USB 2.0 devices
FireWire devices

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

3.5 inches
5.25 inches
1.8 inches
2.5 inches
3.8 inches

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 DVD drive
one or more additional hard drives
a USB connection
a floppy disk drive

What are two examples of component information that can usually be displayed when using the BIOS utility of a computer? (Choose two.)

power LED status
motherboard form factor
RAM capacity
CPU manufacturer and speed
POST results

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?

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

A PC has one floppy drive, two EIDE drives, and one EIDE DVD drive. Which two connector types would have to exist on the power supply unit to power on all these devices? (Choose two.)


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?


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

What is a characteristic of DDR SDRAM?

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

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

on the system board
on the keyboard
integrated into the wireless card
above the screen

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

special purpose keys
function keys
alternate keys
control keys

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

Windows Firewall
File and Printer Sharing
Share this Printer

A technician working on a computer discovers what is suspected to be illegal activity. Which three pieces of information should be immediately documented? (Choose three.)

evidence of the suspected illegal activity
location of the computer
details of all past users of the computer
technical specifications of the computer
duration of the suspected illegal activity
why the computer was accessed by the technician

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

allocation of memory to applications
boot sequence
enabling device drivers
virtualization support

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?

Install a second printer.
Use a software print server.
Use a computer-shared printer.
Use a hardware print server.

What memory type is also known as PC3-10600?


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


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

video card
USB 3.0 devices
FireWire devices

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

hard drive

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

fuser assembly
toner cartridge
pickup rollers
paper trays
power supply

What is a feature that can be used by an administrator to prevent unauthorized users from connecting to a wireless access point?

MAC filtering
software firewall
WPA encryption
proxy server

What technology is an IP based 4G broadband technology that offers high speed Internet access for distances up to 30 miles (48 km)?

fiber broadband

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?

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

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
video capture card
TV tuner card
network interface card

A support desk technician is dealing with an angry customer. Which two approaches should the technician take in dealing with the customer? (Choose two.)

Immediately transfer the customer to a higher level technician.
Ask socially related questions to direct the customer away from the problem.
Work to redirect the conversation to solving the problem.
Reply to the customer with the same level of anger.
Let the customer explain the problem without interrupting.

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


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

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

How should a technician dispose of an empty inkjet printer cartridge?

Follow local regulations for disposal.
Give it back to the customer.
Refill it.
Throw it away.

Which display type uses the most power?


What are plenum rated cables used for?

for cables that are used between buildings
for cables that are used to connect workstations to wall sockets
for cables that are installed inside the floors and ceilings of buildings
for cables that are used to connect computers back-to-back

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

Use a can of compressed air to remove excess dust.
Use a moistened cotton swab to remove excess dust.
Use a lint-free cloth sprayed with a cleaning solution to remove excess dust.
Ignore the dust, as it does not affect the computer.

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

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

A technician is troubleshooting a PC in a workplace environment and finds many pirated movies on the hard drive. What should the technician do?

Make a copy of all the pirated content and send it to the law enforcement authorities.
Remove the pirated content and document all work done.
Report the findings through the proper channels.
Advise the user that downloading pirated content is illegal and that the user should refrain from doing so.

Which two adapter card slots are used by video adapter cards installed in desktop PCs? (Choose two.)


Which device provides a consistent quality of power when brownouts and blackouts occur, and may enable a computer to safely shut down after saving data when a power outage occurs?

EMI shield
uninterruptible power supply
surge suppressor

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

motherboard voltage
Trusted Platform Module
hard drive speed
CPU fan speed
CPU clock speed

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Why should a technician avoid opening the casing of a power supply?

Only the power supply manufacturer can open the casing of a power supply.
Hazardous levels of electricity may be present inside the power supply.
Power supplies must always be replaced, not repaired.
Power supplies are very fragile, expensive, and easy to damage.

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

file encryption
TKIP key
drive encryption
MAC filtering

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


Which two items are expansion options for a laptop? (Choose two.)

PCI Card
PCI-e Card
ISA Card
PC Card

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


A technician is configuring a PC for maximum performance and the highest level of data protection. Which RAID configuration would the technician use?


A technician is performing a memory upgrade. What would be the result of attempting to install a DDR2-800 module in a computer that already has a DDR2-667 module installed?

The computer will run at the slower memory speed.
The module will not fit.
It will be necessary to configure the BIOS to recognize the different memory speeds.
The computer will not boot.

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


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


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


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


Which topology type describes the process that hosts use to access and communicate on a network?


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


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Which three connection technologies allow a user to connect a printer to a computer using a wired connection? (Choose three.)


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?


A user is configuring a wireless access point and wants to prevent any neighbors from discovering the network. What action does the user need to take?

Configure DMZ settings.
Enable WPA encryption.
Disable SSID broadcast.
Configure a DNS server.

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?


In which situation would it be appropriate for a technician to back up personal and confidential data from a computer belonging to a customer?

if the customer permits it
if the technician feels it necessary to back it up
if the customer forgets to sign the work order
if illegal content is discovered on the customer computer

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

wireless functionality
display brightness
Task Manager
Control Panels
Windows Start menu
volume settings

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


Which fire protection system would be best for a university computer/electronics lab?

a nonwater based fire extinguisher
fire suppressing hazmat blankets and supressors
an overhead sprinkler system
an electronic ion spreader

What is the first step a technician should take when preparing to work on the inside of a computer?

Disconnect the computer from power.
Remove the power supply.
Remove external devices such as a mouse.
Disconnect the computer from the network.

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

A hardware print server is always available to all users.
A hardware print server will have more memory to store the print job than a computer will have that shares a printer.
A computer that shares a printer always prioritizes the printing tasks.
A computer that shares a printer always allows for faster printing of documents.

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


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?


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?


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


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


It-essentials v5.0 Practice Final Exam Answers

It-essentials v5.0 Practice Final Exam Answers

Which two elements should typically be included in a computer security policy? (Choose two.)

technical details of the biometric systems used
a list of acceptable user passwords
an acceptable computer usage statement for the organization
details of the data file access procedures
requirements necessary for data to remain confidential on a network

Which type of power connector is used to connect devices such as optical drives and hard drives?


A network administrator has been informed about a problem with the network printer. What is the most reliable way to prevent print jobs from being added to the queue while the printer is being repaired?

Stop the print spooler.
Unplug the printer from the print server.
Send a network message to all users telling them to stop sending any print jobs to the printer.
Send an email to all users telling them to stop sending any print jobs to the printer.

A client has provided a 4 GB SODIMM module to a technician to perform a memory upgrade on a workstation, but the technician is having problems installing it. What is a probable cause for this?

The workstation requires flash memory.
The module is incompatible with the workstation.
The workstation lacks an available slot.
The workstation requires solid state memory.

How should a hard drive be partitioned to support a Windows 7 installation over a network?

An NTFS partition of at least 2 GB must be created.
A FAT32 partition of at least 5 GB must be created.
An NTFS partition of at least 3 GB must be created.
A FAT16 partition of at least 2 GB must be created.

A new technician has joined the IT team and is about to service a heavy printer. What advice would you give this technician to avoid any injury when transporting the heavy printer to the service area?

Bend your back to pick the printer up.
Use your arms and back to lift the printer.
Bend your knees to use the strength in your legs to lift the printer.
Avoid bending your knees when lifting the printer.

A customer used the Convert utility to take advantage of NTFS security features. The customer later discovered that the applications on the computer can only read FAT32 files. After the hard drive was formatted back to FAT32, the customer noticed all of the data files were missing. What should the customer do next?

Run convertfat32.
Restart the computer after updating the hard drive to FAT32.
Restore the data files that were backed up in preparation for the conversion.
Reset the file attribute to show hidden files.

A technician is trying to determine where a network cable terminates in the wiring closet. Which tool is best suited for this task?

toner probe
POST card
loopback adaptor

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

media player
LCD screen

A technician is troubleshooting a printer that prints unknown characters instead of the correct document. What are two probable causes for this? (Choose two.)

The printer service is stopped.
The computer has an incorrect driver installed.
The paper is old, and moist from humidity.
The printer has a loose data cable.
The paper tray is empty.

Which two memory types are installed using DIMM slots? (Choose two.)

cache memory

Employees in the financial department have reported that an unknown technician has been asking questions about the network. Which type of attack might the employees be observing?

social engineering

A customer reports that after booting a Windows Vista computer with a CD and running antivirus software to remove a boot sector virus, the computer still fails to boot from the hard disk. What should the technician do to try to solve this problem?

Enter the hard drive password to unlock the hard drive.
Boot the computer from the Vista installation media, select R – Recovery Console and then issue the fixmbr command.
Enter the BIOS settings when the computer starts up and enable Boot Recovery.
Boot the computer from the Vista installation media and select Repair your computer from the Install Windows screen.

A technician needs to add a new wireless device to a small WLAN. The WLAN is a mixture of old and newer 802.11b and 802.11g devices. What choice for the new device would provide the most interoperability for present and future growth?

Add a new 802.11g device.
Add a new 802.11a device.
Add a new 802.11n device.
Add a new 802.11b device.

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

Update the driver for the graphics card.
Reinstall the programs in Compatibility Mode.
Lower the UAC setting in the Change User Account Control settings dialog box of the User Accounts control.
Change the file system to FAT16.

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 default gateway is not set.
The operating system is not compatible with the remote sites.
The TCP/IP protocol stack is not loaded.

A technician has repaired a failing laser printer that was not able to pull the paper from the input tray. After installing the replacement parts, the technician tested the printer with a test page and everything worked as expected. Which would be a possible next step to complete the troubleshooting process?

Search for information on how to configure the printer.
Document any components that were used in the repair.
Roll back the last device driver.
Ask the customer to describe the problem.

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


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

improvement in RAM access time
time savings for technicians making repairs
extension of the life of components
improvement in data protection
elimination of the need for repairs
reduction in the number of equipment failures

Which type of security threat can be transferred through email and is used to gain sensitive information by recording the keystrokes of the email recipient?


A technician is troubleshooting a network where it is suspected that a defective node in the network path is causing packets to be dropped. The technician only has the IP address of the end point device and does not have any details of the intermediate devices. What command can the technician use to identify the faulty node?

ipconfig /flushdns
ipconfig /displaydns

Hard drives in a grocery warehouse keep failing because of the adverse warehouse environment. What would be a possible solution for this high failure rate?

Install a more powerful power supply in each computer.
Install an SSD drive in each computer.
Install an antistatic mat under each computer.
Install each computer in a specialized high airflow case.

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

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

AC power connector
external monitor
PS/2 keyboard
fingerprint reader
web camera

On which two occasions is it most likely that a technician will have to perform a clean operating system installation if a backup has not been performed? (Choose two.)

A user requires access to a new printer.
A new replacement hard drive is installed in a computer.
The existing security software requires upgrading.
The existing operating system is corrupted.
The computer is being moved to a different network.

A customer reports poor telephone communications when using a copper telephone line that also has a DSL service. What is the most likely cause of the problem?

The telephone does not comply with the IEEE 802.15.1 standard.
The HSDPA (High Speed Data Packet Access) is interfering with the telephone operation.
The DSL modem is incorrectly configured.
The DSL filter is faulty or not connected.

Which statement correctly describes the cancellation effect?

The signals in the wires in each twisted-pair circuit generate magnetic fields which cancel each other out.
Fiber optic cables use light-emitting diodes to cancel noise on the cable.
Twisted-pair cabling pairs two positively-charged wires or two negatively-charged wires, which doubles the signal strength and cancels noise.
Coaxial cables have a positively-charged end and a negatively-charged end, which cancel each other’s magnetic fields.

Which is a characteristic of the Android operating system?

It allows for the user to change the source code.
Programmers cannot modify the source code.
Android is one example of the iOS mobile operating system.
A royalty must be paid to change the source code.

A technician is asked to wire a network that supports CSMA/CD. Which architecture and physical topology should the technician use for supporting this access control method?

Token Ring and Double Ring
Wireless and Ring
Ethernet and Star
FDDI and Ring

What is an accurate description of asymmetric encryption technology?

It is an encryption protocol that is used to encrypt data as the data is sent over the VPN.
It is an encryption process that uses identical keys on both ends to establish the VPN.
It is an encryption process that uses a public and private key pair to encrypt/decrypt data.
Asymmetric encryption is an encryption process that compares traffic on both ends to make sure the traffic has not been altered.

Which software installation method is used when a customer runs Google play from a mobile device?


When a Windows XP computer has completed the POST for each adapter card that has a BIOS, what is the next step during the boot sequence?

BIOS reads the MBR.
NTDLR reads the registry files.
NTDETECT.COM is used to detect any installed hardware.
The WINLOGON.EXE program is started.

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?

Make the users members of a group called Backup Operators.
Check the Folder is Ready for Archiving box in the properties of each folder.
Give the users administrator rights on their computers.
Grant the users read permissions on all files.

A technician recently implemented security on a new computer used by a web-based program developer. Initially the computer was allowed to access a number of programs over the network, but now the developer has found that new programs cannot be accessed. Which firewall setting should the technician apply to allow new programs while also keeping the computer secure?

Notify the user when Windows Firewall blocks a program.
Enable authentication between computers.
Block all incoming programs.
Turn on Windows Firewall.

Which technology allows a user to securely access a company LAN across a public network?


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. The technician thinks that the CMOS battery is losing the charge. What would be the next step in the troubleshooting process?

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

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?

Ask a fellow technician for advice.
Consult the service manual for the laptop.
Remove the keyboard.
Backup the BIOS settings.

A business is concerned that computers are susceptible to malware infection. Which two actions will help solve this problem? (Choose two.)

Configure a hard drive password.
Configure antimalware software to run whenever the computer is experiencing heavy usage.
Enable real-time virus and spyware scanning.
Enable automatic antivirus and antispyware software updates.
Encrypt the hard drive contents.

A support desk trainer is teaching a new support desk technician some basic rules about starting a conversation with a customer. Which statement describes the rules the trainer should be teaching?

Start by asking close-ended questions about what the customer understands of the problem and then direct the customer through the correction process.
Learn the name of the customer and create a connection with the customer.
Next ask questions that assess the knowledge level of the customer.
Ask the customer what the problem is and then introduce yourself.
Assess what the customer knows of the support desk process and then use close-ended questions to guide the customer through the correction process.

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

paper trays
primary corona
fuser assembly
pickup rollers
transfer rollers
secondary corona

A supervisor received a complaint that one of the technicians was rude and disrespectful. Which action by the technician most likely caused the customer to complain?

The technician interrupted a number of times to ask questions.
The technician ended the call without saying ‘Have a nice day’.
The technician occasionally confirmed an understanding of the problem.
The customer was escalated to a level-two technician.

What precaution should a technician take when checking a thermal printer that suddenly stops functioning?

Avoid the corona wire, which can retain a high voltage.
Avoid the platen, which can retain a high voltage.
Avoid the thermal head, which can become hot.
Avoid the fuser unit, which can become hot.

A technician wishes to secure the network authentication for all remote users. Which security technology uses radio communication with a computer before accepting a username and password?

security dongles
smart digital cards
key fobs

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

Disconnect AC power.
Disconnect the display from the bottom of the laptop.
Remove the battery.
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 memory module retaining clips from the slots where the new RAM will insert.

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?

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

What category of technician uses remote access software to update a computer belonging to a customer?

level one technicians
bench technicians
level two technicians
field technicians

What determines to which device the computer searches first to locate boot files?

partition size
BIOS boot sequence option
type of partition
the order in which the operating system or operating systems were installed

Which port is used only for input?


When a dual core CPU with Hyper-Threading features is installed on a motherboard, how many instructions can the CPU simultaneously process?


Which two pieces of software are included with most new printers and are installed by the user? (Choose two.)

operating system
configuration software
word processor
printer patches
printer driver
BIOS update

Which measure can help control RFI effects on wireless networks?

Ensure the humidity and temperature levels are set as low as possible.
Ensure the wireless network is on a different frequency than the offending source.
Ensure the number of wireless NICs exceeds the number of wireless phones.
Ensure each wireless NIC is configured to operate at different frequencies from all other wireless NICs.

What are two reasons why static IP addressing would be configured instead of DHCP when setting up a wireless network? (Choose two.)

The network has relatively few wireless devices.
DHCP limits the number of IP addresses that can be assigned.
Specific security policies can be applied to static IP addresses.
Static IP addresses enable large networks to be managed easily.
DHCP is not reliable when used with wireless networks.

At which TCP/IP model layer would a MAC address be found?

network access

A technician is attempting to install an application that is not supported by the Windows XP operating system on the PC. How can the technician make this application run on the PC?

Install the application with elevated permissions as administrator.
Install the application in safe mode.
Create a virtual machine with an operating system that supports the application.
Use the Windows Compatibility mode.

Which factor should be considered when selecting cooling fans for a PC case?

the type of CPU that is installed
the number of installed adapter cards
the amount of installed RAM
the current BIOS version

A technician is replacing a failing keyboard on a laptop computer. After the installation, the technician finds that none of the keys on the keyboard are working. What should the technician do next?

Check if the cable is properly connected.
Enable the keyboard in the BIOS.
Open Device Manager then use the option Scan for New Hardware.
Install new drivers.

A network administrator has a user that is changing the rights to files in a folder for other users. What rights does the administrator need to remove from the user?

Full Control
Read and Write
Read and Execute

Which two wireless configuration features make it harder for a hacker to see and attach to a wireless network? (Choose two.)

enabling the proxy firewall
configuring MAC address filtering
disabling the DHCP configuration
disabling SSID broadcasts
disabling port forwarding

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 Start Windows Normally.
Boot to Last Known Good Configuration.
Boot to Emergency Recovery State.
Boot to Recovery Console.

A technician is tasked with connecting a printer directly to the network and making it accessible to all staff in the general vicinity. What type of network cable is most likely used to connect the printer?



IT Essentials v5.0 Chapter 12 Exam Answers


Which two operating systems can be upgraded to Windows XP Home? (Choose two.)

Windows 95
Windows 3.1
Windows 98*
Windows 98 SE
Windows NT workstation*

A customer using a Windows XP computer is complaining that a new card reader is not working. A technician tests the card reader on a Windows 7 computer and does not detect any problems. What are two possible solutions to the problem with the XP computer? (Choose two.)

Install additional RAM.
Modify the options in the BIOS.
Install the driver from the CD provided with the card reader.*
Download and install the driver from the manufacturer of the card reader.*
Update the CMOS firmware.

A technician is replacing an internal hard drive used as a secondary drive on a PC. After connecting the new hardware and powering up the computer, an “OS not found” error message is displayed. What is the most probable cause for that error message?

The power supply is faulty.
The hard drive jumper is set incorrectly.*
The motherboard needs replacing to be able to support the new hard drive.
The USB port has too many attached devices to supply adequate power.
The BIOS needs updating.

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?

Replace the HDD with a higher capacity hard drive.
Overclock the CPU.
Increase the amount of RAM available.
Update the BIOS firmware to support the dual core CPU.*

A laptop that is running Windows XP displays “Missing NTLDR” after the POST. What are the two most probable reasons for this problem? (Choose two.)

Boot.ini is missing or damaged.*
There is a conflict with a newly installed device.
BOOTMGR has been corrupted.
The boot order is not set correctly in the BIOS.*
The index service is not indexing in the correct locations.

Several times during the last few days, a user has experienced the Blue Screen of Death when plugging an external hard drive into a laptop via USB. What is a possible solution for this problem?

Reinstall the operating system.
Upgrade the operating system.
Research the STOP error and the name of the module that produced the error.*
Research the boot error beep code to identify the source of the error.

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

The UAC has been turned off.
The user has breached the user security policy.
The computer has a virus.*
The index service is not running.
The CPU needs to be upgraded.
An update has corrupted the operating system.*

What are two possible solutions to any Windows computer restarting continuously and never displaying the desktop? (Choose two.)

Upgrade the processor.
Upgrade the video card.
Press F8 to open the Advanced Options menu and choose Disable Automatic Restart on System Failure.*
Reset the hard drive jumpers.
Run chkdsk /F /R from the recovery console.*
Access the BIOS and change the boot order options.

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 network switch is faulty.
The gateway needs to be fixed.
The network cable is faulty.*
The PC has an incorrect IP address for the DNS server.

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.)

The wireless signal is too weak.*
The DHCP server is faulty.
There is interference from outside sources.*
The antenna on the access point is too powerful.
The network passwords need to be reissued to the users.

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 DNS server is not operational.
The Internet connectiion is down.
The gateway address is incorrect.
The DHCP server is not operational.*

A technician is working on a laptop that has a dark display. After attaching an external display and verifying that it works, the technician now has a better idea as to the problem. What could be the problem?

The display driver is incorrect.
The motherboard has failed.
The CPU has failed.
The power inverter of the LCD screen or backlight lamp has failed.*

A technician replaces a laptop keyboard that was no longer functioning, and has verified that the newly replaced keyboard functions properly. What is the final step the technician should take as part of the troubleshooting process?

Ask a list of closed-ended questions.
Research the problem.
Document all findings, actions, and outcomes.*
Implement preventive measures.

A user complains that when a page is printed on a laser printer, the page smears when touched. What is a possible cause of this issue?

The laser assembly is faulty.
The EP drum is damaged.
The pickup rollers are defective.
The fuser has failed.*

A technician finds that occasionally when a network printer is restarted, clients are unable to print to it, receiving a “Document failed to print” message. What is a probable cause of this?

The drum is damaged.
The printer does not have enough memory.
The toner level in the EP cartridge is low.
The power supply on the printer is failing.
The printer is configured to get an IP address using DHCP.*

A user complains that a printer is outputting random characters instead of the desired document. What is a probable cause of this?

There is dirt or debris in the printer.
The printer does not have enough memory.
The pickup rollers are defective.
An incorrect print driver is installed.*

A freshly installed Windows 7 laptop is plugged into the network and configured with an IP address. The technician then attempts to ping the laptop from another computer. While the laptop is able to connect to other devices, the ping requests fail. What is the likely cause?

The network drivers for the NIC are out of date.
The port speed for the NIC is incorrect.
TPM must be enabled.
The Windows Firewall is blocking ping requests.*

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

The CMOS battery has failed.
A RAM module is not fully inserted into the memory slot.
A virus has altered the Windows kernel.
A boot sector virus has altered the master boot record.*

Users are complaining that they are receiving spam from the email account that belongs to a co-worker. What could cause this problem?

A virus has damaged the master boot record on the system that is used by the co-worker.
The network adapter on the computer that is used by the co-worker is malfunctioning.
The email account belonging to the co-worker was hijacked because of malware.*
The email client belonging to the co-worker is not configured properly.

A technician is troubleshooting a laptop that has the power light on and the hard drive spinning. However, the laptop only displays vertical lines that change color. What is the problem?

The BIOS is corrupt.
The LCD screen has failed.*
The backlight lamp has failed.
The LCD screen inverter has failed.

A technician is troubleshooting a laser printer that outputs blank paper for all print jobs including printer test pages. What is a probable cause?

The laser printer does not have adequate memory.
The drum is failing to hold a charge.*
The drum wiper blade is worn.
The fuser has failed.

A technician arrives and asks a customer, “Can you describe the problem?” The customer replies, “All email messages that I send have the wrong date. I have restarted the computer several times, but this does not seem to help.”
What could be the problem?

The MBR is corrupted.
The CPU voltage is set too low.
The CMOS battery has failed.*
The hard drive is beginning to fail.

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*

IT Essentials v5.0 Chapter 11 Exam Answers


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.)

Contact a first responder.*
Confront the customer immediately.
Shut down the computer until authorities arrive.
Document as much information as possible.*
Remove and destroy the hard drive.

What is the definition of cyber law?

a single law defining criminal acts that are committed online
a contract that defines expectations between and 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
the collection of international, country, and local laws that affect computer security professionals*

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

identity theft
copying of copyrighted materials
evidence tampering*
cyber crime

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

Send this information to the manager of the customer.
Back up the information just in case the customer needs it some day.
Document all information in a log file.
Send this information to the technician manager.
Keep it confidential.*


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?

Send the file as it is to the level two technician.
Deliver the file in printed format only.
Replace all passwords in the file with before emailing the file and then supply the passwords by secure means, if required.*
This file should not be shared with the level two technician.

What are two sections that are usually included in an SLA? (Choose two.)

supported equipment and software*
home contact information of the technician
service provider part suppliers
time of service availability*
contact information of other clients

Which two rules pertain to the general daily activities of employees in a call center environment? (Choose two.)

The technician should contact the customer if the technician is going to be late for a follow-up appointment.*
The technician should adjust the work chair to a height that is high enough so that wrists angle downwards toward the keyboard.
The technician should be sure to treat all customers equally.*
If a customer complains about another technician, the technician who is taking the call should agree with opinion of the customer.
If a technician takes a call from a customer the technician does not like, the technician should pass the call to another technician.

Which statement describes a best practice related to time management?

The technician can take the call of another technician, even without permission to do so.
The technician should give better service to a customer for whom the technician feels more sympathy.
The technician should take the easier calls first, regardless of the urgency.
The technician should make sure to call the customer back as close to the callback time as possible.*

Which two statements are correct about level one and level two technicians? (Choose two.)

Level two technicians usually respond to the “down calls” as they may be able to resolve them faster.*
Level one technicians usually work on the problems that require opening up the computer case.
Level two technicians are often referred to as “incident screeners,” and level one technicians are often referred to as “product specialists.”
Level two technicians are usually more knowledgeable about technology than the level one technicians are.*
Level two technicians prepare a work order and escalate it to a level one technician if a problem cannot be resolved within ten minutes.

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

Call the customer back to ask any additional questions and resolve the problem.*
Call the level one technician and ask questions about 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.

A customer calls to report a computer problem. Which two actions can the technician take to establish a good rapport with the customer? (Choose two.)

Use technical terms to determine the level of knowledge the customer possesses.
Allow the customer to speak without interruption.*
Personalize the call by periodically asking questions unrelated to the computer problem.
Refer to the customer by name whenever possible.*
Ask only closed-ended questions.

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.
Ask personal questions to get better acquainted with the customer.
Explain each step to help the customer understand the troubleshooting process.
Maintain professional behavior at all times.*

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

Politely step in and gain control of the call by asking the customer social questions.
Allow the customer to speak without interruption and then try to use closed-ended questions to gather data.*
Use open-ended questions and repeat all the information back to the customer to politely show that unnecessary information is being given.
Talk over the customer and quickly gather the necessary information to be of help.

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

focusing on what you cannot do to give customers an idea of the magnitude of the problem
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
the use of active listening, with occasional interjections such as “I see” or “I understand”*

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

details of any recent changes to the computer*
description of the problem*
output from diagnostic software
output from a remote connection to the customer computer
current CMOS settings
contact information*

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

A couple of computers have operating system errors.
The company cannot operate because of a system failure.*
Some computers cannot log in to the network.
Two users are requesting an application enhancement.
A user is requesting a RAM memory upgrade.

Which two data storage locations contain persistent data that can be used by computer forensics specialists? (Choose two.)

solid state drives*
CPU registers
hard disk drives*

In a computer forensics investigation, which type of data is considered volatile data and can be lost if power is removed from the computer?

data in transit between RAM and the CPU*
data stored on an internal drive
data stored on an external drive
data stored on magnetic disks

What customer support procedure would likely cause an upset customer to become more upset?

Ask the customer to do obvious or unnecessary steps.*
Reiterate that you want to solve the problem.
Follow a step-by-step approach to solving the problem.
Apologize for the wait time if there has been no wait time.

What name is given to a certain set of general rules that apply to written communication over the Internet?

flame wars
online interactions
Internet slang

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

an admission of guilt
collected evidence
proper documentation procedures*
expert testimony

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 the screen resolution of a customer PC needs to be adjusted
when drivers, applications, or operating systems need to be installed*
when a peripheral device needs to be replaced

IT Essentials v5.0 Chapter 10 Exam Answers


A user receives a phone call from a person who claims to represent IT services and then asks that user for confirmation of username and password for auditing purposes. Which security threat does this phone call represent?

social engineering*
anonymous keylogging

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

ensuring that each use of an access card allows access to only one user at the time*
ensuring that all operating system and antivirus software is up to date
encrypting all sensitive data stored on the servers
performing daily data backups
registering and escorting all visitors to the premises*

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

Perform daily data backups.
Replace any software firewalls with a hardware firewall.
Implement biometric authentication.*
Ensure that all operating system and antivirus software is up to date.
Disable the autorun feature in the operating system.*

Which physical security technology can hold user authentication information, include software license protection, provide encryption, and provide hardware and software authentication that is specific to the host system?

biometric authentication
Trusted Platform Module (TPM)*
card key access
two-factor security

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.
Enable the TPM in the CMOS settings.
Repair, delete, or quarantine the infected files.
Disable the autorun feature in the operating system.*

In which situation would a computer technician use the fixmbr command at the command prompt of a Windows XP computer to resolve a security issue?

when unauthorized users have changed the CMOS settings and the CMOS password must be reset
when a virus has damaged the master boot record of the system disk*
when a virus has damaged the boot sector of the system disk
when the folder permissions for user members of a group are incorrect

All users working with a particular Windows 7 computer are able to install unauthorized software. In addition to educating the users about correct security behavior, which action should also be performed to solve this issue?

Set the user folder permissions to Deny.
Disable the users’ accounts.
Change the user file permissions to Read Only.
Enable UAC on the computer.*

You want to dispose of a 2.5 terabyte hard drive that contains confidential financial information. What is the recommended procedure to achieve this?

Use data wiping.
Drill through the HDD.
Smash the platters with a hammer.*
Immerse the HDD in a weak solution of bicarbonate of soda.

What is the most effective way of securing wireless traffic?

SSID hiding
wireless MAC filtering

Which two items are used in asymmetric encryption? (Choose two.)

a token
a private key*
a DES key
a public key*

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

hides in a dormant state until needed by an attacker
infects computers by attaching to software code
executes when software is run on a computer
is self-replicating*
travels to new computers without any intervention or knowledge of the user*

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

Which three questions should be addressed by organizations developing a security policy? (Choose three.)
How should future expansion be done?

What are the possible threats to the assets of the organization?*
What is to be done in the case of a security breach?*
When do the assets need protecting?
What assets require protection?*
What insurance coverage is required?

What does a malware detection program look for when running a scan?

a service pack
patterns in the programming code of the software on a computer*
mirror sites
patches that prevent a newly discovered virus or worm from making a successful attack

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 is using port 25 going out of the internal network will also be allowed to transmit out port 113.
All traffic that is sent into port 25 to the internal network will also be allowed to use 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.*
Any traffic that comes into port 25 allows outgoing port 113 to be used.

Which two characteristics of network traffic are being monitored if a network technician configures the company firewall to operate as a packet filter? (Choose two.)

packet size
physical addresses
packet speed

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 scan the data on the target server
to obtain all addresses in the address book within the server

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

Have you scanned your computer recently for viruses?
What symptoms are you experiencing?*
Did you open any attachments from a suspicious email message?
Is your security software up to date?

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

Install rogue antivirus software on the host.
Log on to the host as a different user.
Disable ActiveX and Silverlight on the host.
Disconnect the host from the network.*

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?

Ensure the security policy is being enforced.*
Check the computer for the latest OS patches and updates.
Scan the computer with protection software.
Verify the physical security of all offices.

A user has reported that a computer web browser will not display the correct home page even if the default page is reset. What is the likely cause of this problem?

A virus has damaged the boot sector of the system disk.
The computer has been infected with spyware.*
UAC has been disabled on the computer.
Folder permissions have been changed from Deny to Allow.

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

virus definition tables

IT Essentials v5.0 Chapter 9 Exam Answers


Which factor affects the speed of an inkjet printer?

the desired quality of the image*
the cost of the inkjet cartridges
the size of printer power supply
the quality of the paper

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


What is a characteristic of thermal inkjet nozzles?

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

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


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 duplex printing
to add additional drivers for other printers connected to the computer
to add additional drivers for other printers in the network

A small LAN uses a shared printer that is connected to a computer. None of the users can print but all of the users can access the shared resources on the computer to which the printer is locally connected. What is a possible cause of this?

The cable that connects the printer to the PC is faulty.*
The printer needs a new ribbon.
The printer has the wrong paper loaded.
The printer spool is full.

How would a user install a new USB printer on a PC that is running Windows 7 Professional?

Configure the BIOS to accept the specific model of printer in the USB port.
Copy the printer driver to the System32 folder.
Click Start > All programs > Control Panel > Printers and Faxes > right-click on the desired printer and choose Add.
Connect the printer and power it on. Windows will detect the printer and install the needed drivers.*

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 software-based printer that is used to create XPS files
a manual selection, which is always needed
the printer that is set as the default printer*
the software-based printer that is used to create PDF files

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

IEEE 802.11 standards*

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?

Replace the fuser.
Replace the drum.
Adjust the printer spool.
Calibrate the printer.*

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 is not configured for duplex printing.
The printer does not have enough memory to buffer an entire photograph.*
The paper is not adequate for photograph printing.
The printer is not configured for the proper paper orientation.

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

It is not possible to configure per-document options.
Per-document options override global options.*
Global options take precedence over per-document options.
It is not possible to configure global options.

What is true about the PostScript language?

It prints faster than other languages do.
It handles complex printing jobs.*
It requires less printer memory than other languages require.
It allows the page to be rendered in the local workstation.

What are two closed-ended questions that a technician could ask a user while trying to identify the problem with a printer? (Choose two.)

Can you print a test page on the printer?*
What were you doing when the problem occurred?
What recent software or hardware changes have been made to your computer?
Is the printer powered on?*
What error messages were displayed when the problem occurred?

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?

documenting findings, actions, and outcomes
testing a theory to determine the cause of the problem
verifying the solution and system functionality*
identifying the problem

A user notices that a job submitted to a printer is displayed in the print queue, but the printer is not printing the document. What is a probable cause of this problem?

an incorrect printer driver
the wrong paper type
a bad cable connection*
a printer spooler not installed

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?

verifying the solution and system functionality
testing a theory to determine the cause of the problem
identifying the problem
documenting findings, actions, and outcomes*

Where would network printer sharing be configured in a Windows 7 environment?

Network and Sharing Center*
Ease of Access Center
Devices and printers
Printers and Other Hardware

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

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
provide print resources to all connected client computers*
store print jobs in a queue until the printer is ready*

Which action supports an effective printer preventive maintenance program?

Clean inkjet print heads when they stop working.
Replace laser printer toner at set predetermined time intervals.
Reset the printer page counters if available.*
Disconnect the printer from the power source when it is not in use.

Which two replacement parts are typically found in a laser printer maintenance kit? (Choose two.)

pack of paper
toner cartridge
replacement print head
transfer rollers*
fuser assembly*

How can the life of a thermal printer be extended?

Clean the inside of the printer with a vacuum cleaner with a HEPA filter.
Wipe the outside of the printer with a damp cloth.
Clean the heating element regularly with isopropyl alcohol.*
Keep the paper dry in a low humidity environment.

IT Essentials v5.0 Chapter 8 Exam Answers

What is a good source for safely downloading Android apps?

the Apple App Store
freeware sites
Google Play*

What two functions can be performed with the home button on an iOS mobile device? (Choose two.)

lock the device
the same functions as the Android navigation buttons*
start voice control*
reset the device to the factory default
start the TouchFLO interface

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

A custom OS may reduce sandboxing features.
The operating system can be fine-tuned to improve the speed of the device.*
The operation of the carrier cellular network may be affected.
The user interface can be extensively customized.*
The root directory of the device is blocked.

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

to erase all personal data from the device
to remotely lock the device if it is stolen
to return the device to the default factory state
to place the device into a power saving state*
to restore and re-synchronize the device
to help prevent theft of private information*

What is an advantage of using flash memory to store data in mobile devices?

Flash memory has a drive head that moves, reducing the seek time to locate data.
Flash memory requires very little power to store and retrieve data.*
Flash memory is not affected by ESD.
Flash memory is highly resistant to water and cold.

What are two touchscreen characteristics that are used by most mobile devices? (Choose two.)

an electrical field of the screen that is interrupted when the user touches the screen*
three layers responsible for conducting electricity with a small air gap between them
a glass screen that is coated with a capacitor
two transparent layers of material capable of conducting electricity*
two colored layers of material capable of conducting electricity

Which component is field-replaceable in most mobile devices?

memory card*

Which mobile device troubleshooting procedure is correct?

When a problem appears with a mobile device, the owner should analyze if it is cost-effective to fix it.*
Mobile devices change so rapidly in design and functionality it is always better to replace the device rather than repair it.
Mobile device problems always result in sending the device to the manufacturer for troubleshooting.
Every time a mobile devices freezes, the owner can reinitialize it by pressing the reset button.

A user accidentally drops a mobile device into a pool. What corrective action should be taken?

Contact the manufacturer for repair or replacement.*
Use a hair dryer to dry the phone.
Open the device and replaced damaged components.
If the mobile device does not turn on, throw it away and buy a new one.

After being left in a car for many hours on a hot day, an iPhone cannot be turned on. What should the user do to fix this problem?

Buy a new power button and replace it.
Disassemble the phone and look for heat related damage.
Return the phone to the manufacturer for repair.*
Place the phone in a refrigerated space and allow the unit to cool down.

After an upgrade to a mobile device, some applications are no longer working, but some work fine. The user can make calls and send and receive email. Which two kinds of problems could be related to these issues? (Choose two.)

a software problem*
a touchscreen problem
a cell service problem
a circuit board problem
a memory problem*

Which scenario or situation would prevent a user from upgrading the OS on an Android device?

The software copyright was not obtained before the installation.
The correct patches were not installed.
The hardware does not meet specifications.*
Permission was not obtained from the manufacturer.

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

The GPS locator must be enabled.
The passcode must be disabled.
Sandboxing must be enabled.
The device must be powered on.*
The device must be connected to a network.*

Which two items common to both Android and iOS devices can be remotely backed up? (Choose two.)


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.*
The Android OS does not support wireless connectivity that uses WPA2 security.
If a Wi-Fi network is secured with a password, the network must be manually configured on the device.

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

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

connecting a mobile device to a USB port on a computer in order to charge the mobile device
connecting a mobile device to a hands-free headset
connecting a mobile device to another mobile device or computer to share a network connection*
connecting a mobile device to a 4G cellular network

Which statement is true about industry standards for cellular networks?

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.
Cellular standards have made it more difficult and expensive to make calls to people that are on a different network.
Cell phones that use a single standard can often only be used in specific geographic areas.*

Which statement about synchronizing a mobile device to a PC is true?

To synchronize data on an iOS device, iTunes must be installed on the PC.*
Motocast USB can be used to synchronize data when using an iOS device.
iOS synchronization can only be performed over a USB connection.
Data on Android devices cannot be synchronized with a PC.

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?


Which mobile device security feature requires the user to slide a finger over the screen in a specific sequence to unlock the device?

simple passcode
remote wipe

Which term describes the ability of a mobile device to recognize when two or more points of contact are made on the screen?

large touch
many touch
long touch

IT Essentials v5.0 Chapter 7 Exam Answers

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

The laptops consume more power.
The laptop CPUs are interchangeable with desktop CPUs.
The laptops are designed to produce less heat.*
The laptops operate at higher clock speeds.
The laptops use smaller cooling devices.*

In the power management settings, which two devices can be set to turn off to conserve battery power? (Choose two.)

cooling fans
hard disk drive*

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

Verify full functionality.
Determine the exact cause.
Establish probable causes.
Identify the problem.*

What is the final task for a technician after troubleshooting a laptop?

Verify full functionality.
Correct the problem.
Document the problem and the solution.*
Implement preventive measures.

What can a user do to reconnect a laptop to a functioning wireless network after a laptop has been moved and the connection has been lost?

Reboot the operating system.
Plug in the power cord to the wall outlet.
Recharge the battery.
Change the orientation of the laptop.*

Why are SODIMMs well suited for laptops?

They do not produce heat.
They have a small form factor.*
They are interchangeable with desktops.
They connect to external ports.

An administrator tries to configure Power Options within Windows, but is unable to do so. What is the possible cause?

Thermal management has been enabled.
ACPI has not been enabled in the BIOS.*
The administrator does not have user privileges to change the settings.
Wake-On-LAN has been enabled.

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

Pull outward by holding the center of the SODIMM module.
Apply downward force on the SODIMM module.
Press outward on the clips that hold the sides of the SODIMM.*
Desolder the SODIMM module.

What should a technician do prior to replacing a keyboard on a laptop?

Remove all sources of power from the laptop.*
Remove the LCD screen.
Remove the outer casing of the laptop.
Remove the power inverter.

Which two internal expansion slots in laptops are commonly used to install wireless adapter cards? (Choose two.)

PCI Express Micro*

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

Return the device to the customer.
Verify the solution.*
Document the solution.
Ask the customer to explain the problem.

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

The power inverter is failing.
The display properties are incorrectly set.*
The screen has been burned in.
The power management features are incorrectly set.
One of the RAM modules is failing.

Which statement is true about laptops?

Most of the internal components that are designed for laptops cannot be used for desktops.*
Laptop CPUs do not use cooling devices.
Laptops use fewer components than desktops use.
Laptop motherboards have standard form factors.

What is a definition for CPU throttling?

upgrading the CPU without changing the motherboard
the sharing of processing between two or more cores
the ability to modify CPU clock speed as needed*

What is the purpose of the eject button on a laptop docking station?

to open the CD/DVD tray
to detach the laptop from the docking station*
to disconnect a USB device
to remove the laptop battery

Which key sequence may be used to control whether the content of the screen will be presented on a built-in display or on an external display?

Fn + *
Shift +
Ctrl +
Alt +

What would be the most effective preventive maintenance routine for company laptops that are subject to high use?

a reactive routine that is performed monthly
a proactive routine that is performed monthly and as needed*
a proactive routine that is performed every six months
a reactive routine that is performed only as needed

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

car wax
rubbing alcohol
cotton swabs*
mild cleaning solution*

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.)

hard disk platters and heads
exterior case*

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 > System > Device Manager
Control Panel > Administrative Tools > Services
Control Panel > Internet Options

Which component or components would be interchangeable between a laptop and and a desktop PC?

peripheral devices*
power supply

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

USB cable
EIA/TIA 232 cable
None. Bluetooth connections are wireless.*
parallel cable
VGA cable