Practice Exam : CompTIA A+ Certification 220-902

On a 64-bit Windows 7 computer, what is the default folder that contains the SAM file?

Options are :

  • C:\WINDOWS\SYSTEM32\CONFIG (Correct)
  • C:\WINDOWS\SYSTEM32\SAM
  • C:\WINDOWS\SYSTEM64\CONFIG
  • C:\WINDOWS\SYSTEM64\SAM

Answer : C:\WINDOWS\SYSTEM32\CONFIG

Explanation Correct:The important Security Accounts Manager (SAM) registry file can be found in the C:\WINDOWS\SYSTEM32\CONFIG in all modern versions of Windows, both 32-bit and 64-bit varieties.Incorrect:There's no SAM subfolder in the SYSTEM32 folder. Microsoft left the default naming in place with the 64-bit versions of Windows, so the SYSTEM64 doesn't exist. All the important stuff is in SYSTEM32.

What command in the 64-bit version of Windows 7 runs the System Configuration utility to enable a tech to limit startup programs?

Options are :

  • MMC
  • MSCONFIG (Correct)
  • MSINFO32
  • MSTSC

Answer : MSCONFIG

Explanation Correct:MSCONFIG opens the System Configuration Utility in all versions of Windows. Incorrect:MMC opens a blank Microsoft Management Console. MSTSC opens Remote Desktop. MSINFO32 is the system information utility, which gives you a listing of all the hardware and software that makes up your system.

James needs to troubleshoot a Windows 7 machine for a client, but the ticket on the PC merely says that the computer is "having problems." Where can he check for important messages that might help direct him to specific solutions?

Options are :

  • Action Center (Correct)
  • Control Center
  • Device Manager
  • Task Manager

Answer : Action Center

Explanation Correct:The Windows 7 Action Center, found in the Control Panel and in the Notification Area, enables you to review recent messages, problems, and potential solutions. Incorrect:Control Center doesn't exist.Device Manager will show problems with hardware, but will not provide general troubleshooting help that includes the OS and application faults. Task Manager enables you to close unruly programs and view current PC performance, both very useful troubleshooting tools. But Task Manager doesn't report anything.

Paul is trying to locate the SAM file on his Windows 7 system. The SAM is a registry file that contains security and account information. Where will he find this file?

Options are :

  • C:\USERS
  • C:\WINDOWS\CONFIG32\SAM
  • C:\WINDOWS\CONFIG32\SYSTEM
  • C:\WINDOWS\SYSTEM32\CONFIG (Correct)

Answer : C:\WINDOWS\SYSTEM32\CONFIG

Explanation Correct Answer:C:\WINDOWS\SYSTEM23\CONFIG is a pretty nasty path isn't it? Believe it or not, there are many other important registry files stored there as well, such as SECURITY, SOFTWARE, SYSTEM and DEFAULT.Incorrect Answers:C:\USERS contains the directories of all the users on the system.The other answers that have CONFIG32 both don't exist.

A tech wants to take two files and compare them against one another to display the difference. Which command can do this?

Options are :

  • COPY
  • FC (Correct)
  • SFC
  • VERIFIER

Answer : FC

Explanation Correct Answer:FC stands for File Compare. What this utility will do is go line by line and compare each file against each other to find any differences between them.Incorrect Answers:COPY is fantastic utility used to copy files from location to location.SFC is the System File Checker and it does exactly what it sounds like it will do. It will check your system for any damaged system files and replace them with the correct version if necessary.VERIFIER is tool used to troubleshoot problematic drivers.

Which of the following are the default libraries in Windows 7-based systems?

Options are :

  • Documents, Music, Pictures, and Videos (Correct)
  • Music, Pictures, Movies, Documents
  • Pictures, Music, Photos, Videos
  • Videos, Pictures, Music, Media

Answer : Documents, Music, Pictures, and Videos

Explanation Correct Answers:Documents, Music, Pictures, and VideosIncorrect Answers:Movies, Photos, and Media libraries don’t exist by default. But that doesn't mean you can't make them yourself.

A company needs complete ownership of its data, but wants the flexibility of the cloud. They have found a third-party vendor to help manage storage and maintain their ownership. Which of the following infrastructure types are they implementing?

Options are :

  • Community
  • Hybrid
  • Private (Correct)
  • Public

Answer : Private

Explanation Correct Answer:Private is correct. A private cloud allows a security minded company to build an internal Iaas network in an onsite data center. They can contract a third party to maintain or host it, however they keep ownership and ability to collaborate the data.Incorrect Answers:Hybrid is incorrect as it allows a mix of public cloud services with private could services. It does not give complete ownership.Community is incorrect. This allows for several organizations that share a common concern to share the cloud solution.Public is incorrect. This cloud does not allow for complete ownership of the data, and is available to the general public.

A user has a new web email account and asks a technician for help with setting up email on a tablet. The user would like for the email to only be stored on this tablet. Which of the following email server setting types would the technician use to accomplish this task?

Options are :

  • IMAP
  • POP3 (Correct)
  • S/MIME
  • SMTP

Answer : POP3

Explanation Correct Answer:POP3 is correct. POP3 protocol was designed to download your email to a inbox on your local system, so email are available when you are not connected to the internet. Incorrect Answers:IMAP protocol was designed to leave your email on a message server, so they can be accessed from multiple locations, until deleted by the user.S/MIME is a standard for public key encryption. SMTP is the protocol used for sending email.

A user wishes to access her contacts from their Android phone. Which of the following methods will provide the MOST up-to-date contact information on the user's phone on a daily basis?

Options are :

  • Download all her contacts in a .csv file and import them into the phone via a USB laptop connection.
  • Enable Bluetooth and transfer the contacts from her laptop to the cell phone.
  • Enable contact synchronization by setting up her e-mail account on the phone. (Correct)
  • Enable e-mail synchronization and e-mail the contacts to the user account for download.

Answer : Enable contact synchronization by setting up her e-mail account on the phone.

Explanation Correct Answer:Enable contact synchronization by setting up her e-mail account on the phone. - Synchronization keeps a user's e-mail contacts updated constantly.Incorrect Answers:All the other answers are made-up.

Which of the following is an advantage of a virtual machine hosted on a PC?

Options are :

  • Reduces the amount of physical hardware required (Correct)
  • Reduces the amount of RAM required on the host PC
  • Reduces the power of the CPU required on the host PC
  • Reduces the training required for employees

Answer : Reduces the amount of physical hardware required

Explanation Correct Answer:With virtual machines, one computer can run multiple virtual systems. This means that one powerful computer can take the place of many less powerful machines.Incorrect Answers:Virtual machines generally require more training, not less. They add a layer of complexity that users need to learn about.The host PC needs more RAM and a more powerful CPU, not less.

Which of the following utilities is used with iOS devices to synchronize, upgrade, and restore a device to factory defaults if needed?

Options are :

  • Bluetooth
  • iMac
  • iTunes (Correct)
  • Safari

Answer : iTunes

Explanation Correct Answer:iTunes is the utility for synchronizing Apple mobile devices.Incorrect Answers:An iMac is an Apple desktop computer.Safari is Apple's Web browser.Bluetooth is a type of short-range wireless technology.

A consultant is looking to consolidate six company servers into one physical system. Which of the following requirements is most important on the new setup to ensure stable functionality of the virtual environment?

Options are :

  • Client hardware requirements
  • Network resources
  • Server hardware resources (Correct)
  • Server software security requirements

Answer : Server hardware resources

Explanation Correct Answer:Using a powerful system as the virtualization server will ensure that the virtual environments all run smoothly and without problems.Incorrect Answers:Client machines need relatively little hardware resources; that's one of the benefits of virtualization servers.The server should undoubtedly be secure, but that's less important initially than making sure the hardware is up to snuff. No one's going to hack a server that's always crashing, after all.Having a fast enough network to host the virtual environments is also important, but, again, a super fast network won't help an underpowered server.

Which of the following protocols could a technician use to connect a smartphone to an e-mail server? (Select Two.)

Options are :

  • HTTP
  • ICMP
  • POP3 (Correct)
  • SMTP (Correct)
  • SNTP

Answer : POP3 SMTP

Explanation Correct Answer:SMTP is for sending e-mail, and POP3 is for receiving it. This is just as true for smartphones as anything else.Incorrect Answers:HTTP is the protocol for transmitting Web pages.SNTP is used for online clock synchronization.ICMP is part of the TCP/IP suite and is generally used for transmitting error messages.

When putting a mobile device into airplane mode, which of the following features is typically disabled? (Select two.)

Options are :

  • Cellular data (Correct)
  • Data encryption
  • Multi-touch ability
  • SD storage
  • Wireless (Correct)

Answer : Cellular data Wireless

Explanation Correct Answers:Airplane mode disables all networking abilities, such as cellular data and Wi-Fi. This prevents the phone from disrupting the airplane's communications.Incorrect Answers:Airplane mode doesn't disable any of the other listed features because they don't interfere with airline communication.

Which best illustrates the definition of geotracking?

Options are :

  • It adds meta data to pictures taken with a mobile phone
  • It allows you to locate hidden treasures left by others around the world.
  • It allows you to track the location of a lost phone
  • It provides location information on mobile apps that use mapping functions. (Correct)

Answer : It provides location information on mobile apps that use mapping functions.

Explanation Correct Answer:Geotracking provides location information to your mobile apps that make use of mapping functions.Incorrect Answers:The other answers are all things you can DO with geotracking. With geotracking you can find a lost phone using an app such as the Find iPhone app. You can also locate hidden treasures, also known as geocaching. Finally, you can add meta data to pictures that you took with your mobile phone, also known as geotagging.

You are getting some pressure from upper management about saving energy. The company wants to reduce power consumption on a wide scale. Which technology would help in accomplishing this?

Options are :

  • Emulation
  • Virtual servers (Correct)
  • Wi-Fi
  • WPA2

Answer : Virtual servers

Explanation Correct Answer:Creating virtual servers on one physical server will enable you to house all three servers on separate virtual machines while still being on the same physical box. This will dramatically save the company energy by not having as much hardware.Incorrect Answers:Wi-Fi is fantastic as a networking medium, but it doesn't really help you save energy. Those Wi-Fi access points have to plug into something!Emulation isn't the same as virtualization. With emulation, you are running an operating system on top of an environment that it wasn't natively designed for, such as running a Nintendo 64 on a PC. With virtualization, the operating system works directly with the host machine's hardware, such as running Ubuntu in a virtual machine while running Windows 7 on a host PC.WPA2 is an encryption standard. It will not help you save energy.

The accelerometer in a mobile device makes which of the following possible? (Select two.)

Options are :

  • Automatic rotation of the screen when it's flipped (Correct)
  • Downloads go faster
  • Game controller input (Correct)
  • High speed communication from other devices
  • Protection of the device when it's dropped

Answer : Automatic rotation of the screen when it's flipped Game controller input

Explanation Correct Answers:The accelerometer enables software (like games) to use the orientation of the device as input, like a steering wheel or game controller. It is also what tells the device that the user has rotated the orientation from portrait to landscape, causing the device to rotate the screen correctly.Incorrect Answers:The accelerometer has nothing to do with downloads or communication with other devices. Many hard drives may contain an accelerometer that will protect it in the event of being dropped, but the mobile devices discussed have no hard drives.

A user complains that her mobile device starts to exhibit slow performance after a couple of hours in the work day. As the day progresses, the problem worsens. If the user restarts the devices, it helps the performance, however, the device starts to run slow after several hours. Which of the following is the BEST action to troubleshoot this problem?

Options are :

  • Close applications that are unused (Correct)
  • Get a new battery for the device.
  • Reset tablet to factory default.
  • Turn off cloud synchronization for calendar.

Answer : Close applications that are unused

Explanation Correct Answer:Close the unused applications. Many people do not realize that the applications remain open until the user closes the application. Your processor and memory still hold the information from open applications, and some continue to get information through your internet connection. If you have performance issues, try to close unused applications. Incorrect Answers:Resetting the tablet may fix the problem, however, you will lose all your data. This problem does not require drastic measures.Cloud synchronization for the calendar may cause momentary delay, but would not cause a regular problem with performance.A new battery will not assist performance. It would only allow for longer time without recharging.

A new application is installed which adds three new services to a customer's PC. The customer asks for help, because the new application will not start. A technician investigates and finds that one of the services has failed to start. They attempt to manually start the service, but it fails. Where should the technician look next for more information? (Select two.)

Options are :

  • %SystemDir%\system32\Drivers
  • Event Viewer (Correct)
  • Log files for the new application (Correct)
  • System registry
  • Task Manager

Answer : Event Viewer Log files for the new application

Explanation Correct Answers:Event Viewer will show you any Windows errors that might have sprung up as a result of installing the program, and the application itself might be keeping some log files for just this sort of troubleshooting. Incorrect Answers:Task Manager helps you end unresponsive programs and start and stop services, but it won't give you the information you need here.You may eventually have to edit the registry, but don't go there first!The drivers folder won't tell you anything.

Which of the following should a technician do last after cleaning up a virus infection?

Options are :

  • Educate the end user (Correct)
  • Enable system restore and create restore point
  • Schedule scans and updates
  • Update anti-virus software

Answer : Educate the end user

Explanation Correct Answer:The best way to make sure that a virus infection doesn't recur is to educate the user about safe browsing practices and the use of anti-malware software.Incorrect Answers:Creating a restore point could result in an infected restore point. Doing this won't help anything.You should update the anti-virus program and schedule scans before trying to clean the infection.

A technician has a computer locked in a cabinet in the office that shares a printer and some files. The computer must remain on. Which of the following Control Panel options would be used to control the users that are able to shut the computer down?

Options are :

  • Local Security Policy (Correct)
  • Power Options
  • Security Center
  • System

Answer : Local Security Policy

Explanation Correct Answer:Local Security Policy enables you to control many aspects of local computer use, including who has shutdown privileges for the local PC.Incorrect Answers:Power Options is where you control things like putting the computer to sleep or turning off the screen.Security Center is a central location for viewing the status of your computer's firewall, anti-malware software, and Windows Update.The System applet enables you to view information about your system's OS and hardware, and also provides access to certain system tools.

Which of the following can enable a technician to remove a virus that prevents users from updating their anti-virus software?

Options are :

  • MSCONFIG
  • Recovery Console
  • Regedit
  • Safe Mode (Correct)

Answer : Safe Mode

Explanation Correct Answer:Starting the computer in Safe Mode may enable you to update your anti-virus software, since the virus' background process won't be running.Incorrect Answers:The Recovery Console is a troubleshooting tool for fixing Windows installs that are having boot problems or other serious issues.Regedit is the tool for editing the Windows Registry.MSCONFIG is the tool used to control what programs and services start up with Windows. You might be able to use MSCONFIG to help with this problem, but it's far easier to simply use Safe Mode.

A user's computer keeps producing a "low virtual memory" alert, after which the speed of the system degrades. Which of the following Control Panel applets can provide information to review and correct this issue?

Options are :

  • System > Advanced (Correct)
  • System > Hardware
  • System > Remote
  • System > System Restore

Answer : System > Advanced

Explanation Correct Answer:Going to System > Advanced enables you to change settings like the amount of virtual memory your computer uses.Incorrect Answers:The other options won't enable you to change virtual memory settings.

Jamie has just finished cleaning up a virus infection on a customer's computer. Which of the following should Jamie do last?

Options are :

  • Educate the end user (Correct)
  • Enable system restore and create restore point
  • Schedule regular virus scans and updates
  • Update the definitions on antivirus software

Answer : Educate the end user

Explanation Correct Answer:The very last thing Jamie should do is educate the user so that the virus infection hopefully never happens again. Education is one of the best ways to mitigate future attacks from happening.Incorrect Answers:All of the other answers are great things for Jamie to do during the cleaning and removal of the virus. They just aren't very good last steps to perform.

Which of these are symptoms of malware on a PC? (Select two.)

Options are :

  • The optical drive in your computer ejects at random times
  • When you browse the Internet, you are redirected to Web sites that you didn't click on. (Correct)
  • When your computer prints, it prints nothing but random character and symbols instead of regular text.
  • When your PC is sitting idle, you notice the network and hard drive activity is higher then normal. (Correct)
  • Your computer's display has a residual ghosted image on it.

Answer : When you browse the Internet, you are redirected to Web sites that you didn't click on. When your PC is sitting idle, you notice the network and hard drive activity is higher then normal.

Explanation Correct Answers:If you notice that your hard drive and NIC are working hard when you aren't working at all, that's a good sign that you have been infected with malware. Also, if you are browsing the Internet and you are randomly presented with a Web site you didn't click on, that could be an indication of malware infection.Incorrect Answers:If your optical drive ejects at random times, it sounds like you have a defective drive. Replace it!If you print nothing but gobbly-gook, then check your printer drivers, you probably have the wrong ones installed.A ghosted image on your display indicates you are a victim of screen burn-in. This was common on CRT displays as well as plasmas. That's why we have screensavers!

Rick unpacks and sets up a new Windows 7 64-bit PC he bought from the store. The PC runs great, but it takes a long time to boot up. What can he do to speed up the boot process?

Options are :

  • Defragment the hard drive.
  • Run CheckDisk on the hard drive.
  • Stop some of the autostarting programs from loading. (Correct)
  • Update the antivirus signature files.

Answer : Stop some of the autostarting programs from loading.

Explanation Correct: Stopping autostarting programs from loading is the best option here. Most store-bought, preconfigured PCs come with many unnecessary programs, referred to as "crapware" in the industry. Rick should type MSCONFIG at the Start menu to run the System Configuration utility and stop them from autostarting. Incorrect:Updating the antivirus signature is most definitely a good thing to do, but probably wouldn't have much effect on start up speed. Because the system is new, it's very unlikely that the hard drive is fragmented.A damaged or failing drive would cause all sorts of problems, not just startup slowness, so CheckDisk or Error Checking probably wouldn’t' be the right tool here.

Which of the following command-line utilities is designed to edit the BOOT.INI file?

Options are :

  • Bootcfg (Correct)
  • Cacls
  • Regedit
  • Sigverif

Answer : Bootcfg

Explanation Correct:Bootcfg. Bootcfg is designed to let you edit the BOOT.INI file from the command prompt.Incorrect:Regedit enables you to manually edit the Registry.Cacls is designed to view/edit NTFS permissions from the command prompt.Sigverif works from the command prompt to inspect all the device drivers and verify which drivers are signed and unsigned.

Which of the following best describes the function of Windows Defender?

Options are :

  • Windows Defender displays system events.
  • Windows Defender prevents accidental partitioning.
  • Windows Defender prevents malware attacks. (Correct)
  • Windows Defender reduces the effects of a malware attack.

Answer : Windows Defender prevents malware attacks.

Explanation Correct:Windows Defender helps prevent malware attacks. Incorrect:Event Viewer displays system events.User Accounts Control (UAC) helps prevent accidental partitioning. Data Execution Prevention (DEP) reduces the effects of malware attacks.

What tool enables you to modify what programs start when Windows starts?

Options are :

  • IPCONFIG
  • MSCONFIG (Correct)
  • MSINFO32
  • MSSTARTUP

Answer : MSCONFIG

Explanation Correct:MSCONFIG lets you modify what programs start when Windows starts.Incorrect:MSINFO32 is System Information.IPCONFIG is for configuring networks.MSSTARTUP is fake.

Mike installed a new external DVD drive. The installation program required a reboot. As the system rebooted, Mike got a Blue Screen of Death (BSOD) error before Windows fully rebooted. He shut off the system and disconnected the external DVD drive. What should he try next?

Options are :

  • Last Known Good Configuration (Correct)
  • Recovery Console
  • Repair Install
  • Safe Mode

Answer : Last Known Good Configuration

Explanation Correct:Last Known Good Configuration holds all the critical information from the last successful boot. If Mike tries this FIRST, there's a good chance the system will return to its exact state before he installed the DVD drive. If he already rebooted successfully and THEN has the BSOD, the Last Known Good Configuration would not be useful.Incorrect:Safe Mode loads generic drivers for mouse, keyboard, mass storage, and system services. Because the issue occurred before Windows fully rebooted, switching to Safe Mode would have little impact.The Recovery Console works as a command-line utility that is best at fixing the MBR, reinstalling the boot files and rebuilding BOOT.ini. Because the issue occurred after installing a new DVD drive, using the Recovery Console would not be the most likely solution.Repair Install is a function of Windows installations and has nothing to do with installing DVD drives.

Lenny is pretty sure he accepted a certificate that was invalid and now he wants to "unaccept it." Where does he go to do that?

Options are :

  • Internet Options in Internet Explorer (Correct)
  • My Network Places Properties
  • Windows Firewall
  • Windows Security Center

Answer : Internet Options in Internet Explorer

Explanation Correct Answer:Internet Options in Internet Explorer has a number of settings, including one to clear undesired SSL certificates.Incorrect Answers:The other choices do not control SSL certificates.

Which of the following paths will open Event Viewer?

Options are :

  • Start | Control Panel | Accessories | Event Viewer
  • Start | Control Panel | Administrative Tools | Event Viewer (Correct)
  • Start | Control Panel | Event Viewer
  • Start | Programs | Administrative Tools | Event Viewer

Answer : Start | Control Panel | Administrative Tools | Event Viewer

Explanation Correct Answers:Of the choices given, only Start | Control Panel Administrative Tools | Event Viewer will successfully open the Event Viewer.Incorrect Answers:The other paths are incorrect.

If you are diagnosing a recurring failure with an application, what tool can you use to view information about the application errors?

Options are :

  • Event Viewer (Correct)
  • Microsoft Management Console (MMC)
  • Performance Console
  • System Information

Answer : Event Viewer

Explanation Correct Answer:The Event Viewer provides information about application errors as well as information about system and security issues. Incorrect Answers:The Event Viewer can be a part of the MMC, but the information is found in the Event Viewer, not the MMC. The Performance Console and the System Information tool provide information about the system, not applications.

What utility displays Application, Security, and System log files?

Options are :

  • Computer Management
  • Disk Administrator
  • Event Viewer (Correct)
  • System Information

Answer : Event Viewer

Explanation Correct Answer:Event Viewer uses these three log files to record tracked events.Incorrect Answers:Disk Administrator is an tool from older versions of Windows and does not contain these logs.Computer Management contains an Event Viewer snap-in, but does not itself contain the logs.System Information is for viewing important system details.

A technician has just fixed a user's PC and successfully removed a virus and malware from the machine. Which of the following is the LAST thing the technician should do?

Options are :

  • Educate the user regarding safe Internet browsing. (Correct)
  • Enable system restore and create restore point.
  • Setup a scheduled scan.
  • Update all anti-virus and malware.

Answer : Educate the user regarding safe Internet browsing.

Explanation Correct Answer:Educate the user regarding safe internet browsing is correct. Incorrect Answers:Update all anti-virus and malware is incorrect. It is a good step, but we need the LAST thing to complete.Setup a scheduled scan is incorrect. It is a good step, but we need the LAST thing to complete.Enable system restore and create restore point is incorrect. It is a good step, but we need the LAST thing to complete.

A technician troubleshooting a computer finds a faulty video card and needs to replace it. Which of the following safety procedures is the BEST to prevent damaging the new part?

Options are :

  • Always use an anti-static mat. (Correct)
  • Ground the computer and remove jewelry.
  • Handle the new card by the edges only.
  • Use ESD strap on the new card during handling.

Answer : Always use an anti-static mat.

Explanation Correct Answer:Always use an anti-static mat. Electrostatic discharge (ESD) is the release of static electricity, and can be damaging to any electronic devices. It is always best practice to use anti-static mat and anti-static wrist straps.Incorrect Answers:Grounding the computer and removing jewelry is good procedure, but we need the BEST.Handling the new card by the edges is good, but again we need the BEST.Use ESD strap on the new card during handling is incorrect. You need an anti-static mat to be the BEST.

A user reports that their PC does not work. Which of the following would be the best question for the technician to ask the user to get further information?

Options are :

  • "Are you able to sign on?"
  • "Can you get to the Internet?"
  • "Does the PC turn on?"
  • "What exactly does not work?" (Correct)

Answer : "What exactly does not work?"

Explanation Correct Answer:First solicit information from the user about the particular problem that they're having.Incorrect Answers:The user hasn't said anything about the Internet yet.Asking whether the PC turns on or if the user can sign on aren't open-ended enough questions.

A technician is using the troubleshooting theory to help resolve a problem that is occurring with a client's machine. The technician has verified system functionally. Which of the following is the next step in the troubleshooting theory?

Options are :

  • Document findings, actions, and outcomes (Correct)
  • Establish a plan of action to resolve the problem
  • Identify the problem
  • Test the theory to determine cause

Answer : Document findings, actions, and outcomes

Explanation Correct Answer:After fixing everything and verifying that it all works, the last step is to document everything that you did. For posterity.Incorrect Answers:Identifying the problem is the first step.Establishing a plan of action is the fourth step, after testing your theory to determine the cause of the problem.

Chain of custody needs to be kept intact for which of the following reasons?

Options are :

  • To ensure data preservation during evidence inspection
  • To ensure evidence is admissible in legal proceeding (Correct)
  • To ensure evidence is returned to proper owner
  • To ensure that the evidence is not left at the scene

Answer : To ensure evidence is admissible in legal proceeding

Explanation Correct Answer:If there's any possibility that evidence was handled incorrectly, it can be disallowed in court. Chain of custody ensures that all evidence can be used in court.Incorrect Answers:The other answers don't have anything to do with the chain of custody.

A technician is tasked with cleaning out the world's dirtiest PC case. Which tools should she use to clean all the dust and debris? (Select two.)

Options are :

  • Anti-bacterial surface cleaner
  • Compressed air (Correct)
  • Cotton and alcohol
  • Feather duster
  • Vacuum (Correct)

Answer : Compressed air Vacuum

Explanation Correct Answers:A good tech will use a vacuum and a can (or two or three) of compressed air to clean out a dirty case.Incorrect Answers:Cotton and alcohol are good for getting old thermal paste off a CPU, but cotton has a tendency to get stuck on all the sharp bits on a motherboard. Trust me when I say that you don't want to power up a PC with a bunch of cotton stuck to the motherboard.Using any kind of solution on electrical components is just asking for trouble. Don't do it!Feather dusters have a similar problem to cotton; the feathers get stuck on things and then cause bigger problems than you were trying to solve in the first place.

How can you insulate yourself from ESD without an ESD bracelet?

Options are :

  • Hold on to the power cord
  • Hold the metal of the case (Correct)
  • Take off their shoes
  • Unplug the PC

Answer : Hold the metal of the case

Explanation Correct Answer:Touching the metal of the case is an effective way of discharging any static electricity you may have built up.Incorrect Answers:None of the other things will help protect your PC from ESD

A technician is troubleshooting a customer's problem over the phone. What would be the MOST approriate question to ask when troubleshooting the customer's problem with her mouse?

Options are :

  • Are you sure you plugged in the mouse?
  • Can you describe the steps you have taken so far? (Correct)
  • Can you make sure all the PS/2 ports are in use?
  • Have you tried restarting the computer?

Answer : Can you describe the steps you have taken so far?

Explanation Correct Answer:Can you describe the steps you have taken so far? This would be the best answer. You are asking the customer in a non-judgemental way if she can simply repeat the things she has done thus far to troubleshoot her problem. Knowing this will help you more than any of the other choices in diagnosing the problem.Incorrect Answers:Are you sure you plugged in the mouse? While you might be able to get away asking a family member this type of question. You probably won't get away with it so easily when talking to a paying customer. This type of question can come across like you are talking to down to them.Can you make sure all the PS/2 ports are in use? Asking a question like this is good, however, we do not know what kind of mouse we are talking about here. It could very well be a USB mouse.Have you tried restarting the computer? We've been rocking default mouse drivers on Windows computers since the days of Windows 95. No amount of restarting will help them. Unless of course it is a PS/2 mouse, in which case they should have already have the computer powered down. And that's exactly why you are going to ask them what steps they have taken so far!

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